Your Career at SDD - GPS

SDD GPS A Business Overview

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Process Document

2010 IBM Corporation

SDD Fact File

o Mindspace Delivery
center in Hyderabad

o 68 clients (AG - 34 ,EMEA - 28

APAC - 5 IBM INTERNAL - 1)
across various sectors
o Ongoing engagements with many
Fortune 500 clients.
o ~ 956(AG) ~647(EMEA) ~325
(APAC ) & ~430(IBM Internal )
o Analysts working out of Hyderabad
Bangalore & Delhi.
o Witnessed over 100% growth
o BPMS Processes
o TSC TQT & SQT team supporting and
reviewing compliance posture
o GDF model in SDD

o OS / Office / Productivity/ E-mail

o Connectivity & Other Business
Applications
o Enterprise Mobility
o Business Application Monitoring

2010 IBM Corporation

Bangalore

Hyderabad

o Embassy Golf Link &

Manyata Delivery
Center in Bangalore
o Centers of excellence:
Building core
competencies through
a shared services
model
o
o
o
o
o
o
o

Communication
Distribution
Financial
General Business
Industrial
Internal
Public
L1

L1.5
CTS

IMAC

Process working with an integrated approach across all

locations.

Hyderabad
1

International Airport
2

Bangalore

Number of centers within location

Technical Services Delivery

2010 IBM Corporation

Technology Coverage
OS
Office /
Productivity/
E-mail
Connectivity &
Other Business
Applications
Enterprise
Mobility
Logical
ID/access
management

Windows XP, Windows Vista, Win 2K/NT, Linux.

Windows 7

Office 2003, Office 2007, Office 2010, Outlook, Lotus Notes

VPN, FTP apps,POS software, SAP, Siebel, Peoplesoft, CISCO IP, Firewalls,Blue
Pumpkin,Hyperion,Sharepoint, and other custom apps

Blackberry, Active Sync, iPad (BP)

Mainframe (RACF/ACF2), Unix, Intel, AS400

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2010 IBM Corporation

Service Desk Delivery Overview

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Process Document

2010 IBM Corporation

IBM manages the lifecycle through the end user service

lines
EUS Service Lines:
Network /
Telephony

CSC: Customer Service Centre

DCS: Distributed Client Services
SPMS: Software Platform Mgmt Services

Remote
Access

Collaboration

Service Components
Service Desk

End User Enablement

B
I
M
Service
Desk

Deskside
Support

CTS

A
C

Security & ID
Administration

IMAC Coordination

Centralized Technical Support

Deployments / Rollouts

Data Migration

Build / Install / Move / Add / Change

Deskside Support (Software Break/Fix)

Application

Asset
Management

Image Management / Maintenance

Application Packaging

Software Distribution / Management

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2010 IBM Corporation

Service Elements
Level 1

Incident Management

Standard Image Support

Level 1.5

Other

Incident Management

Software Package
Management Services
(SPMS)

Subject Matter Expert

Team

Business Application Support

Helpdesk Operations

Centralized Tech Team

(Remote Take Over)
Knowledge Database
Management

IMAC Coordination

Service Management (Availability Service Leaders)

Account Management Team (Delivery Leaders / Client Service Leaders)

2010 IBM Corporation

Service Desk Environment

Quality
Service Desk.
IVR

Employee

Ticketing Tool

Knowledge Base
2010 IBM Corporation

Resolver Group/Dealing
Group

Call Flow Process view

OPENING
U
S
E
R

C
O
N
T
A
C
T
S

TICKETING
Verification of:
User Details
Call Details
Create New
Contacts

Call Opening

Data
Collection &
Ticketing

RESOLUTION
ROFC

ESCALATION / STATUSING

Knowledge
Base Look
up / Addition

First
Call
FTF
Resolution

CLOSING

L2, L3, Desk side,

or other Vendor
Support

NO

Escalation /
Dispatch

Statusing/
Monitoring

Problem
Resolution

YES

H
E
L
P

User
Notification

D
E
S
K

Call SLAs
Critical Factors
SpeedCall
to answer
within
Answer
X secs
Abandon <rate
X %%
Abandon

Issue
Understanding

Verify Problem
Details
User entitlement

Ticket
Closing With
User
Verification

FCR
FTF

Achieved Vs
Achievable
Use of knowledge
base

Defect Measurement And

Control

Misrouted Escalations
Incomplete Documentation
Wrong Problem Identification
Insufficient Contact details

2010 IBM Corporation

CSAT

Speed to answer
Speed of
Resolution
Analyst
Knowledge
Courteousness

Your Career in SDD

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Process Document

2010 IBM Corporation

Your Lifecycle in SDD

On-Boarding

Interview and
Selection Process

Induction:Your
IBM!

Communication
Training

Process Training

2010 IBM Corporation

Delivery

Performance
Management

SHIFT DURATION
Standard agent shifts have been designed taking all the
requirements and expectations into consideration
Each agent shift is of 9 hours duration, out of which 1 break of 30 minutes for meals (lunch/dinner)
2 breaks of 15 minutes for tea, coffee etc

Agent Shifts in SDD

Expectations of different stakeholders are taken into
account while agreeing upon agent shift timings:
- Need static work timings for the week
- Get preferred working shifts to
- Able to plan for vacations in advance
- Get breaks at appropriate time during
shift
- Provision for emergency leave

Employee Expectations
Business Objectives are achieved (Service Level%, Abandoned%, CSAT, FCR,
Other targets)
Adequate number of agents are available for work
Shrinkage is maintained within targets
Meetings, trainings, huddles etc could be provided to all agents
Coverage throughout operating window of the account (24x7, 16x5)

Management Expectations

Contractual obligations (SLA/SLOs are met)

Cost effective model is used in the delivery model
Identify and manage Operational wastes like shrinkages/other
leakages

Client Expectations

SHIFT TIMINGS & WEEKLY OFFS

Are decided based on the geography of incoming work and
operating window of the account
- for AG accounts, most shifts are between 5pm & 6am IST
- for EMEA accounts, most shifts are between 11am and 9pm
IST
- for an ANZ accounts, most shifts are between 2am and 3pm
IST
Agents can request their managers on preferred shift timings;
if the required slot is available, it will be provided to the
employee
Normally all shifts are for 5 days working with 2 days of
weekly off
Weekly offs could be on any day of the week (including split
offs) based on business requirements
BREAKS
Usually breaks are provided every 2/3 hours during the shift,
e.g., if the shift timings are 9am to 6pm, breaks usually are
provided at 11am, 1:30pm, 3:30pm
However, breaks could get be delayed if there are any
contingencies like calls waiting in queue, urgent work to be
completed etc
Breaks could also be taken by the team management for
meetings, huddles, trainings during any available time in the
queue or at the start/ end of the shift

SHRINKAGES/LEAKAGES
Shrinkage is the measure of how much time is lost
in vacation, holidays, sick time, training and so on
Standard SDD Planned Shrinkage is 14.04%
Agents can contact their respective managers to plan
2010 IBM Corporation
earned vacations, sick leaves etc

Career Framework at SDD GPS

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Process Document

2010 IBM Corporation

SDD Career Path

Level 1 Support

Level 2 Support

Frontline
Management

Team leads

SUBJECT

CALLS
E-MAILS

HELP
DESK

USER
ADMIN

IMAC

CTS

MATTER

SERVICE

EXPERTS

DELIVERY

SHARED

SHARED

SERVICES

SERVICES

SHARED SERVICES - the backbone of operations.

Transitions

Training
2010 IBM Corporation

Quality

RROC

Various Roles in SDD

2010 IBM Corporation

Questions?

Share your feedback about the entire

session.
Thank you

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Process Document

2010 IBM Corporation