Steady State – Operating Model

Web Site
Process
Email India Level 1 Helpdesk
Support Number
XXXX ( 24x7) Level 2 Support
(24x7)
•Call Logging & Follow up
•Ticket Generation
•Problem Resolution
•Call Forwarding
•Email •Guiding Users
•Phone •Proactive Monitoring & Remedial
Actions
System Problems Ticket/Defect
• Functional (Call Logging System) •Run Book updates
• Technical • L1 & L2 Knowledge Mgmt
• DBA

Email / Phone Updates

Level 3 Support Functional

Web based Inquiry
( 16x5) Expertise
•Resolving Complex Technical Problems
•Patch Updates
Email / Phone Updates •Database level
•Validation
•Root Cause analysis
•Technical Consultant
Users
• Major Release
CTB
• UAT
• Recurring Issues
• Performance
• Design Issues
 Steady State Ticketing System - Call Tree

Support
Team
Application Issues/Abends Offshore Yes
External Client calls Process: Responded?
Calls from other groups CSC Calls Offshore
Offshore
Support Team
No No

Does Onsite
Onsite Support Support Team
Event Yes
Window
Yes Process: Onsite Yes
Requires CSC Calls Onsite Responded?
Paging?
Process:
CSC Calls No
Secondary
Onsite Support
Secondary
Support Yes
Responds
Process: to CSC?
CSC follows
Escalation Escalation
No Team
Procedure
Does Process:
Yes
Event requires Create/Update
Ticket Ticket

A
Process: Update  Critical
Conduct Lessons
E-mail Perform Root Cause Knowledge Base Problem Learned session
Notification Analysis Yes
to Support group
 Steady State Ticketing Call tree - Escalation

A
Opera Client Mana End
tions Help geme Users
Desk nt
Tier 1
Problem Reporter

Problem Opener Problem Owner

IFLEX
Customer Program
Assistanc Manager
Problem Assignee e Center
(CAC)

Onsite Out/Del
Manager

Offshore Out/Del
Manager
IF
Critical
problem Secondary
Support

Primary Support

Time mentioned here is indicative. Actual time for escalation

would be finalized as part of SLA formulation