سماح ALBUSAEEDI

and IT Service Management and Operational
Specialist in different projects

Service Strategy

Manage the service portfolio and demand management and relation with end user
Analysis the exciting services and the retired services and create alignment with customer need

Service Design

Build on the service requirements that were obtained in the Service Strategy phase.
Create the service design specification for the service asset needed to provide services.
Analysis the old service provided and define the update needed according to customer requirements.
Create the service Catalog the listed the information about the excited services and the face out service and how to provide them for the end user.
Write the service level agreement to define all the stakeholder operational need to provide the service with agreed service level target.
Negotiate with different vendors regard providing the ITSM solution to my organization including system Engineering issues.
Create Business Continuity plan for ITSM Project with coordination with all stakeholder to define the best proposal plan with consideration of all risks.

Service Transition

Responsible of creating transition plans to meet the customer operational requirements Through Change Management procedures as per ITIL Practices. That also includes creating building up the processes and planning for change management, application development management, release and deploy management, testing and validation, configuration and installation planning, and knowledge management planning.

Service Operation and Analysis

Responsible about creating all the operational process based on ITIL including Incident management, Problem management, Event management, Service Fulfilment.

YahSat Satellite Project and as Training Facilitator and Organizer

Project Management

A member of YahSat Military PMO:

Implemented the management of projects using PMP methodology.
Be responsible about planning and control face of the project by creating different planning and project standard documentation.
Involved in establishing the Service Management Plan to align Organization activities with Business needs in different organization fields.
Track the project status in different project phase.
Track the risk assessment.

Training Management

Responsible about the HR training development of YahSat team (Training plan, performance appraisal. Build the Training Plan based on SAT requirements).

IT Services, Operations and Technical Management

Responsible about managing the development and integration of the YahSat Customer Operations and User Services system architecture.
Analysis and development of the Management System and Service Management Processes required for the delivery of YahSat Network Management System.
Planning and prioritizing resources to meet customer requirements.
Assist with the development of policies & integrated processes for Service Management, based on ITIL and eTOM frameworks.
Build the Enterprise Architecture using TOGAF, MODAF, AND DODAF methodology.
Attend the Manufacture review meeting to assure the Architecture integration.
Manage the development of the Maintenance and Support Services Agreement (operational planning).
Managing the YahSat Service Desk Operations and responsible about Service Desk team.
Create and Plan the Service Desk Work Flow and Tasks.
Responsible about the end user satisfaction analysis to evaluate the success of services provided.
Responsible about preparing annual KPIs for systems and personals.

Centre of Excellent is the Consulting company adopting ICT Technology to Armed Forces.

Worked in Network Management System Project :

Responsible for defining and analyzing the Network Management Software requirement and architecture based on ITIL & eTom Framework.
Defined the services management process
Communicate with different global companies to find the suitable solution for the company requirement.
Participate in writing the RFP for Newtork Management System and coordinate with different bidders.
Participate in fiber optic network update ( from SDH to NGN/) project.
Participate in developing training plan for the company employee in particular area

Work as a customer services team leader in Etisalat Branch, responsible about managing the service center human resource duties, training, and performance, and day to day Business Operations.
Responsible about customer satisfaction and problem solving.
Prepare report and analyzes about the commercial and Engineering communication and problem gaps in order to simplify the whole process and provide the customers with services as soon as possible.
Work as senior sale executive to sale and marketing for Etisalat Services and Products to different sectors.
Earn many certificates as the star employee and the best employee in customer services many times.