Document Title% GM' - Monitoring $riorit!

% Alerts e)ision% %(% NAME Mukesh Garg TITLE Director

Document&

!r'ani(ation% Global Monitoring 'enter Effecti)e Date% )*+,-+),%* DATE

Document !*ner% Alex Antony A DEPT NAME Global IT Service Management IT Shared Services Global Help Desk Global Monitoring

Maheshwara Manager - IT Shared n pillai Services Manish Assistant Manager Verma Ale Anton! Team "eader A

This document is proprietary and confidential property of Flextronics. PU P!"E The purpose o# this document is to describe the process #or the handling the $riorit! % Alerts generated b! the &le Sense tool .
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"#!PE This procedure is intended #or the &le tronics Global Monitoring 'enter and it is limited to alerts generated b! &le Sense

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$ENE AL P !#EDU E

The ke! responsibilities o# the GM' team corresponding to this procedure are the #ollowing. /hen a $riorit! % incident is generated through automated dashboard 0need to per#orm warm trans#er within %, minutes #rom the incident generated1( $er#orming warm trans#ers to the resolution team and in#orm the Incident Manger on dut!( T!pes o# escalation procedures #ollowed during weekda!s and weekends

In support o# this procedure2 GM' will rel! on the #ollowing tools( &le Sense 0Alert Generation and Administration1 Service-3ow. 0Incidents2 $roblem2 Service re4uests2 'hange S!stem1 Share 3et 0Shared documents1

+., Procedure to -e follo*ed for a P, incidents durin' .ee/days. /arm trans#er to the resolution team 0check with the escalation list1( 'ascade the incident to the incident manager on dut! b! re#erring the incident management team roster 5pdate the 3otes with the name and the number on which the warm trans#ers are done b! selecting 6!es7 on the warm trans#er done te t bo (

 All the above steps need to be completed with in %, minutes #rom the incident generated time

+.0 Procedure to -e follo*ed for incidents durin' *ee/end% /arm trans#er to the resolution team b! checking the support table Dra#t an 8mail to the resolution team b! looping the incident manager on dut!2 asking #or the updates #or the incident reported b! GM'( /ait #or a threshold period o# *, minutes( I# the incident status is neither cancelled nor downgraded2 call up Incident manager and in#orm the case(

+.+ Process flo*%

+.1 Incidents #reated -ased on the re2uest from users o)er phone%

Apart #rom the Alerts $% incidents are also created b! GM' based on the calls made b! the Global users on our Sev% hotline number( 'reate a new incident in S3' tool( 9! de#ault the priorit! will be $:( 5pgrade the priorit! to %'ritical0$%1

The #ollowing nine 4uestions needs to be probed #rom the user2 who is reporting the issue and update it under the Additional comments 9o (

%( "econdary user name. ;A##ected user backup name< - &irst and "ast name o# the user reporting the issue( )( "econdary User contact num-er% 3Affected user -ac/up phone num-er4 = 'ontact number o# the user on which the user can be reached #or #urther contact(

 *( 5usiness Impact.;e plain thoroughl! the impact< - Get a brie# description o# the issue e plaining the impact o# the issue with business( :. Name of external customers impacted% 3type none if it does not apply4 = $rovide the list o# e ternal customers such as Hp2 Dell2 'isco2 Sun2 etc( >( Name and prefix of affected sites. Denotes the name and pre#i o# the site #rom where the user is reporting the issue( ?( Num-er of users affected. - Document the total number o# users a##ected with this issue( -. 6D A'ent name and AD account. - 3ame and the AD account o# the GM' 8ngineer2 who created the incidents on behal# o# the user( @( Is case lo''ed -y $M#. A8S+3B = This should be alwa!s 6A8S7 as the case is created b! GM'C D( 5aan ser)er and company num-er7 if IN# is for 5aan. I# the user is reporting a 9ann related issue2 please update the 9aan server name and the compan! number o# the 9aan service(

Save the incident and Maintain the priorit! status 'all up incident manger on dut! to in#orm the incident details( /arm trans#er to the resolution team is not re4uired at this situation