عبد العزيز الفيفي

As an ITSM Consultants, I receive a consultancy request from customers (G & P sectors) to review, analyze, and improve customer ITSM performance and requirements. I start the communication to understand customer profile and status -Internal-. Furthermore; In many cases; I receive a notification from Marketing/Sales/Premier to have a pre-sales engagement with potential customer. With existing customer; I ask to have a customer meeting to set-up the SOW and agree with the customer upon the DRL’s -External-. After that, we do a lot of homework to prepare a compatible materials and tools. The engagement approach is very close to Project Management methodology but for short term.
The responsibilities include -but not limited to-:

- Review & Analyze the IT Processes & BP that already adopted and/or support to define compatible roadmap (MOF/IO Approach)
- IT Operation Assessment to discover the ability of IT Operation of utilizing the capacity of people and IT Assets
- Assist customers to find out Service Improvement Opportunities
- Support the customer to define their own CSF's & KPI's to meet the strategic goals
- Apply SWOT Analysis overall the IT from SMO (Service Management Office) perspective to highlight potential areas for high management
- Define RACI Matrix for all IT Processes to gain best consuming of IT Assets/people
- Support some organization in TQM/QMS activities from IT perspective
- Re-Orient the environment (People, Process, Tech) to be Service Oriented
- ITIL/MOF Training & Process planning and definitions

• Ensure prompt resolution of customer issues across on-going projects.
• Develop Quality Assurance Plan for projects and restructure existing internal processes to be aligned to quality manual & ISO9001:2008.
• Review & improve existing process from Gap Analysis and Process Mapping perspective.
• Review and approve the documentation of processes.
• Document & maintain data in compliance to quality standards of the organization (Corrective Action Registry).
• Focus on improvement of data quality to resolve data quality issues.
• Coordinate with members of the Quality team in identification and rectification of deviations.
• Design registry for CAR's, Complaints, Concession and Document Change Note.
• Plan and Conduct Internal Audit for major projects & organization functions.
• Define & Maintain Quality Management Plan of BAe (British Aerospace) Project in coordination with Project Manager and stockholders.

A Change Control Officer, in TADAWUL - Saudi Stocks Exchange- IT. In Feb 2011 TADAWUL became ISO20000 Certified. Tadawul has become the first stock exchange in the MENA region and fourth in the world that has been certified.

* Provides awareness program for Incident, Change, Release, and Configuration Processes to the Business and IT staffs
* Defined Change, Release, Incident, and Configuration Process in basic and applicable level and assigning KPI's for each process
* Consultant assistant of NasdaqOMX professional during review the processes.
* Provided training for Process Managers
* Participating in the definition of Major Incident procedure
* Assisting Change and Incident Managers in their Day-to-Day activities.
* Currently: Acting as Service Manager to handle Configuration, Incident, Change, SLM, and Release Processes.

* A Team leader of Labeling Project (Main part of CMDB data collection):
+ Cover the wide Kingdome sections
+ Building the execution team
+ Defining the plan and matching the goals with the real/daily tasks
+ Cost Analyst
+ Coordination with the key persons in different locations for more efficiency
+ Provide training in each location for the process coordinators & Managers
* A member of Awareness Program; ITIL concept.
* A coordinator of Service Catalogue in Data Center.
* Manager of Configuration & Release Management.
* CMDB auditor for assets status.