Lobna Atifi

I work mainly in IT transformation programs for various industries. I am more focused in IT service transition, change enablement and IT processes design topics.

I am also actively involved in the ITIL community (itsmf, workshops and conference) as to promote IT Service Management best practices.

Currently I work for a Customer Relationship Management and Loyalty project helping the client for a new service introduction and transition from project to real life !

Played the role of a Customer Relationship Manager (CRM):
- Customer Support Operations and Strategy;
- Customer Care and Satisfaction;
- Ensuring the clients' needs were met;
- Helping and advising the clients for the implementation of their BC program in correlation with the deployment of a BC support tool.

Managed the implementation and service introduction of the Incident Management process and the support tool (via Remedy) for the Cargill European teams.

Scope:
Location: EMEA - 22 countries / Staff: 50 teams, 250 IT FTE.

Objectives:
- Assessment of the maturity of the Incident Management (IM) process and set up of a continuous improvement process
- Standardization of the usage of the IM process, metrics, and key performance indicators for EMEA and the Americas
- Business case followed by the deployment of Remedy

Coordinated and ensured the re-organization of the Cargill France IT Services following the ITIL best practices, as well as the set up of an effective and coherent Business Continuity strategy working in collaboration with IT and Business leads.

Scope:
Location: France (9 sites - 450 end-users), Côte d'Ivoire (7 sites - 200 end-users) / Staff: 3 teams, 15 FTE

Objectives:
- Implement ITIL best practices:
o Service Desk and Incident Management
o Fundamentals in Change and Release Management
o Service Level Agreements and Services catalogues definitions
- Set up and apply standards in Business data management
- Business Impact Analysis and Risk Assessment for datacenters, and put in place related business continuity plans