Service Delivery Framework

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1 Service Delivery Framework 1

2 Delivery Manager Team Hierarchy CRM HR SPOC Operations Manager Finance Resource Team Team Lead Unix Team Lead DBA Shift Lead Unix SA Shift Lead Oracle Team Member Unix SA Team Member - Middleware Team Member - Oracle Team Member DB2 Team Lead Wintel Team Member - Wintel Team Lead DC Ops Team Lead Tools Shift Lead DC Ops Team Member - Monitoring Team Member DC Ops Team Member - Tools 2

3 Functional Role - Operations Delivery Manager - Overall responsibility for the project. - Maintain SLA matrix. - Monitor KPIs. - Contract Management. Operation Manager - Monitoring SLAs. - Monitoring adherence to operating procedures. - Monitor resource availability and logistics 3

4 Functional Role - Staff Delivery Manager - Maintain team motivation and focus. - Monitor staffing levels. - Monitor skill competency. - Monitor Rewards and recognition program CRM SPOC HR SPOC - Ensuring fulfillment of new requirements. - Contract management - Manage site team expectations - Fulfillment of training requirements. - Execution of rewards, recognition and Employee welfare. 4

5 Functional Role - Team Team Lead Shift Lead Team Member - Planning of activities. - Scheduling shift manning. - Identification of training needs - Audit/review of SOP adherence - Allocation of tasks. - Enforcing adherence to SOP - First escalation point. - Ensure action on critical alerts - Execution of tasks as per SOP. - Escalation of problems. 5

6 Delivery Process Scope Timelines Monitoring Service Requests Reports Tools Escalation Change Management Incident Management 6

7 SCOPE Monitoring Routine activities covered Monitoring of all assets under coverage for any alerts Escalation of critical alerts Tracking of resolution of alerts 7

8 Monitoring Omnibus Automated Alerts / Monitoring Team Remedy - A ticket will be raised by the monitoring team to the concerned technical team. - An alert will be sent to the concerned technical team in the form of an . - On resolution of the alert, the technical team will close the ticket and intimate the monitoring team. - Alert resolution will be noted by the monitoring team - Any alerts where no action has been taken will be escalated by the monitoring team as per the escalation matrix. 8

9 TIMELINES Monitoring Task / Activity Response Time Closure of alerts Identification within 10 minutes closure within 4 hours 9

10 REPORTS Monitoring Report Name Alerts Dashboard Dispatch time End of each shift Pending alerts Daily alert summary Every hour Every day 10

11 TOOLS Monitoring The following tools will be used; Omnibus tool integrated with Tivoli and OEM will be used to monitor multiple systems. The Remedy ticketing system will be used to request resolution of alerts. 11

12 SCOPE Service Delivery Routine activities covered User Management Space management Installation and Configuration Tools, Agents installations Backup / restoration of data Session management Startup/Shutdown of services 12

13 Service Delivery Medium Dispatcher Simple RHYTHM TEAM Blues Team Idea/Internal Customer/End User Remedy Acknowled ge ticket/ Assign to team / Mark as pending Resolve issue. Close in Remedy No Pass ticket to Dispatcher Tivoli Automated Alerts / Monitoring Team Complex Jazz Team 13

14 TIMELINES Service Delivery Task / Activity All service requests Response Time Response within 30 minutes and resolution within 24 hours 14

15 REPORTS Service Delivery Report Name Ticket Dashboard Dispatch time End of each shift User ID Matrix Backup Dashboard End of each shift Every morning 15

16 TOOLS Service Delivery The following tools will be used; Dashboard for status reports Reports from Remedy ticketing system 16

17 SCOPE Incident Management Routine activities covered Identification and Documentation Escalation and Notification Determination Resolution 17

18 Incident Management Medium Dispatcher Simple RHYTHM TEAM Blues Team Idea/Internal Customer/End User Remedy Acknowled ge ticket/ Assign to team / Mark as pending Resolve issue. Close in Remedy No Pass ticket to Dispatcher Tivoli Automated Alerts / Monitoring Team Complex Jazz Team 18

19 TIMELINES Incident Management Task / Activity Medium (Sev 3) and Low (Sev 4) incidents Response Time Response within 10 minutes. Resolution: Medium (Sev 3) 8 hours Low (Sev 4) 24 hours 19

20 REPORTS Incident Management Report Name Incident Dashboard Dispatch time End of each shift 20

21 TOOLS Incident Management The following tools will be used; Tivoli and OEM monitoring frameworks In house scripts with alerting Reports from Remedy ticketing system 21

22 SCOPE Change Management Routine activities covered End to end tracking and execution of changes Prevent execution of unauthorized changes Convene, record and report all changes 22

23 Change Management * Review of RFC * Go NO-Go Decision * Impact Analysis * Approval from CRB Dispatcher Rollback is performed Change failed Application not working So rollback change Idea/Internal Customer/End User Remedy Dispatcher distributes the tickets as per severity Of the change/ Close tickets with artifacts Simple Critical Rhythm team Blues team Change No implementation Yes Change successful Testing application working Incidental changes Plan and schedule change for critical changes Close the RFC with artifacts Test on UAT Raise RFC 23

24 TIMELINES Change Management Task / Activity Execution of changes Response Time As per schedule defined in RFC 24

25 REPORTS Change Management RFC Dashboard Report Name Dispatch Time End of each Shift 25

26 TOOLS Change Management The following tools will be used; Remedy ticketing system to track changes made Reports from the Remedy ticketing system will be published on regular intervals 26

27 Team Management Assessment - Assessment based on service delivery capability and technical capability. - Feedback from IBM team and Validation of skills with respect to activities performed - Goals defined and measured no a quarterly basis Rewards and recognition - The STAR performers awarded once a month. This is based on feed back of individual managers. - Employees performing exceptionally are given an immediate performance award. This is announced within one week from the event date 27

28 Team Management Technical Knowledge - We encourage employees to get certified in their area of technology and have a program to reimburse the certification fees. - Based on reviews, training needs are identified and the requisite training is provided. - Site specific training / refresher programs are provided on a regular basis. Soft Sills - We conduct regular workshops and training programs aimed towards improving employee s communication and managerial skills. 28

29 Manning Level - Current Total manning of 82 line and 4 staff. Skill Unix Team DBA Team Wintel Team DC Ops / TSM / PSM WAS Middleware Tools NOC Monitoring Team Lead Shift Lead Team Member Total

30 Manning Level Proposed Total manning of 128 line and 4 staff. Skill Unix Team DBA Team Wintel Team DC Ops / TSM / PSM WAS Middleware Tools NOC Monitoring Team Lead Shift Lead Team Member Total

31 Escalation Matrix Severity Level Level of Escalation S1 S2 S3 S4 TIME BASED First Escalation Immediate Immediate Immediate Immediate Second Escalation Immediate Immediate Third Escalation after 30 mins after 60 mins after 01 hours after 02 hours after 03 hours after 06 hours Fourth Escalation after 04 hours after 12 hours 31 31

32 Escalation Matrix PEOPLE BASED DESIGNATION BASED Level of Escalation First Escalation Second Escalation Severity Level S1 S2 S3 S4 Shift/Team Lead (Fujitsu/TKM and SIPL)/ service Owner / Log case with Vendor Project Lead (Fujitsu/TKM and SIPL) / Application Team Shift / Team lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM and SIPL) / Application Team Third Escalation Datacenter Head Datacenter Head Fourth Escalation - - Shift lead Team Lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM / SIPL ) / Application Team Datacenter Head Shift lead Team Lead (SIPL and Fujitsu/TKM) / Service Owner / Log case with vendor Project Lead (Fujitsu/TKM / SIPL ) / Application Team Datacenter Head 32 32

33 Key Performance Indicators Request Fulfillment Incident Management Change Management Number of incidents / requests logged Number of incidents fixed Number of servers installed Average time to request resolution Number of incidents closed in period Number of software applications installed Number of incidents resolved by Service Desk Number of problems closed in period Number of databases installed Number of incidents referred by Service Desk Number of incidents still open Number of requests for change processed Number of problems still open Number of successful changes Average time to incident resolution 33

34 Reporting Structure Report Per Shift Daily Weekly Monthly Quarterly Daily Checklist Y Visual Dashboard Y Critical Server Report Y Change Calendar Y Change Implementation Report Y Failed Change Tracker Y Patch Advisory Y Outlier s Report Y Exceptions Report Y License Reconciliation Y SLA compliance Report Y Security Audit Report Y QA Ticket Analysis Y 34

35 Lets start!!! 35

36 Contact Information Premanand S IT Infrastructure Management Services SOFTENGER INDIA PVT. LTD. Tel :

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