سارة البدو

covering Service Transition (including Change Management, Release and Deployment, Transition Planning, and Configuration Management).

•Continue Change Management role (see below), improving process and standards. Achieved
ISO 20000 certification; created new metrics and included a KPI in the client contract. Delivered awareness sessions to all teams on the updates and their effects.
•Designed and documented the complete Release Management process to cover Applications and Infrastructure releases. Prepared the annual forward schedule of releases for all parts of the environment; subsequently ensuring that releases are logged, tested, and implemented as per the schedule. Worked with HP to implement process flows in the HP Service Manager (HPSM) tool.
•Improved the Configuration Management process to make sure all Configuration Items (CIs) are updated after each change and release. Creating service topology mapping to ensure that all CIs and components are linked to a specific service, and that correlation is done in all tools to enable core decision-making across all areas of Service Management.

Responsible for Change Management, and related policy, process, and procedures. Owner of the Request Fulfilment process and how it is implemented and managed within the Service Desk function.

•As Change Manager, control all changes in the environment across all disciplines and all locations. Ensure the correct information is provided, in-depth analysis of risk and impact is performed, testing is done, implementation plans are complete, and all details are documented.
•Validate the change, involving relevant teams, and orchestrate Change Advisory Board (

Handled Service Monitoring and Reporting Management of the production environment, including all services, systems, operations, and locations.

•Performed the Event Management function, using a wide range of tools to monitor alerts and events, analyzing them and logging them as incidents according to their criticality. Proactive follow-up with all teams to ensure service impact is limited, communicating with operations staff and escalating as necessary.
•Worked on HP,

One of the key initial members of the Service Desk team, creating its branding and image, implementing the Incident and Request Management processes.

•Started the Service Desk function based on ITIL processes, focusing on responding to calls and emails, and the quality of incident resolution and request fulfilment activities. Ensured follow-up and customer satisfaction. Trained new joiners on how to be effective Service Desk agents.
•Created reports related to tickets and ensured SLA targets were met. Worked closely with HP in order to design and implement the most appropriate workflow in the HPSM incident module.
•Assisted with upgrade projects and implementation of the telephone system. Enhanced teamwork as the team grew, through mentoring, assisting, and organizing team events.

During college years, undertook several work placements and job shadowing activities, performing duties including data entry in a