Frédéric Brousmiche

Led the full-scale implementation of the ITSM platform, supporting ~400 IT agents, ~300 business agents, and ~3,000 end users, establishing a unified, enterprise-wide approach to service management and digital enablement.

Implementation of Generative AI for Self Service Portal and Agentic AI for IT users and tasks automation.

Designed and deployed a centralized CMDB, forming the backbone of asset and configuration visibility, impact analysis, and IT governance, while supporting ISO 27001 compliance and security controls.

Embedded intelligent workflow automation, SLA monitoring, and real-time dashboards, driving significant improvements in MTTR, first-contact resolution (FCR), and customer satisfaction (CSAT), while enabling agile, data-driven service delivery.

Extended ITSM capabilities to non-IT departments, accelerating Enterprise Service Management (ESM) adoption and enabling cross-functional process digitization and collaborative service operations.

Rolled out an AI-powered self-service portal with an integrated conversational chatbot, delivering 24/7 Tier-0 support, reducing ticket volume, and empowering users through automation and self-resolution.

Served as a strategic advisor to senior leadership, ensuring ITSM initiatives were aligned with broader digital transformation, business continuity, and continuous service improvement (CSI) objectives.

Led IT compliance and service management optimization initiatives across infrastructure and network services for 85 buildings and ~39,000 users, with a strong focus on ITSM process maturity, information security, and business continuity management (BCM).

Delivered a full redesign of the Change Management process, including process audit, optimization, tooling enhancements, and structured deployment—resulting in improved governance, traceability, and change risk control.

Conducted due diligence and CMDB data model assessments for DG TAXUD, ensuring alignment with enterprise architecture standards and laying the foundation for accurate asset and service dependency mapping.

Operated within a highly international, multilingual environment (EN/FR), collaborating with diverse stakeholders across Directorates-General (DGs), and contributing to cross-organizational service improvement programs.

Enforce governance and best practices while designing infrastructure including application projects based on MS Dynamics AX 2012 R2, datacenters, Windows and LINUX systems, Oracle and SQL databases, Citrix, MDM, networks, and security. Coordinate Infrastructure Service Delivery (IAAS). Train and coach IT staff.