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CategoƌLJ Sƌ.
1 No.
Paƌaŵeteƌs CategoƌLJ Filteƌ GuideliŶes GƌoupiŶg AppliĐaďilitLJ FƌeƋueŶĐLJ
SeƌǀiĐe
DeliǀeƌLJ
2
SeƌǀiĐe DeliǀeƌLJ
3
SeƌǀiĐe DeliǀeƌLJ
4
SeƌǀiĐe DeliǀeƌLJ
ϭ All SLAs aŶd KPIs as iŶĐluded iŶ
ĐoŶtƌaĐt aƌe ŵeasuƌed, ƌepoƌted
;As appliĐaďleͿ aŶd aŶalLJzed to iŶǀes漄gate the tƌeŶds
Ϯ DoĐuŵeŶt the ƌeasoŶs foƌ SLA ǀiola漄oŶs aŶd shaƌe ǁith the Đustoŵeƌ if it ƌeƋuiƌes ĐoŶĐuƌƌeŶĐe.
ϯ CheĐk foƌ iŶstaŶĐes ƌeaĐhiŶg SLA aŶd KPI thƌesholds aŶd eŶsuƌe theLJ aƌe Đoŵpleted ǁithiŶ SLA aŶd aƌe tƌaĐked usiŶg ƌegulaƌ
;autoŵated/ŵaŶualͿ dashďoaƌds
ϰ EŶsuƌe that all fiŶaŶĐial SLAs aƌe ŵet aŶd seƌǀiĐe Đƌedits/ peŶal漄es iŵposed aƌe tƌaĐked aŶd ǀalidated ďLJ fiŶaŶĐe
C Edžis漄Ŷg ϭ. VeƌifLJ all the SLAs iŶĐluded iŶ
MSA/SOW aƌe ŵeasuƌed aŶd ƌepoƌted to Custoŵeƌ

Ϳ iŶĐase of Ŷeǁ OMCs tƌeŶd is used 漄ll ƌeǀieǁ ŵoŶth

Ϯ. VeƌifLJ if tƌeŶd aŶalLJsis is used ;at least ϭϮ ŵoŶths tƌeŶdaŶd
ϯ. Eǀaluate if taƌgets aƌe aĐhieǀed ĐoŶsisteŶtlLJ aŶd if aŶLJ iŵpƌoǀeŵeŶt aĐ漄oŶs aƌe ideŶ漄fied foƌ uŶdeƌaĐhieǀed oƌ taƌgets ŵaƌgiŶallLJ aĐhieǀed
ϰ. AĐ漄oŶ ideŶ漄fied Ŷeeds to ďe ŵoŶitoƌed foƌ Đlosuƌe iŶ a 漄ŵe ďouŶd ŵaŶŶeƌ
C Edžis漄Ŷg ϭ. VeƌifLJ oŶ Đustoŵeƌ ƌeƋuiƌeŵeŶt
ƌelated to SLA ǀiola漄oŶ
Ϳ
Ϯ. SLA deǀia漄oŶ ƌepoƌt aloŶg ǁith Custoŵeƌ sigŶ off/DU Head ;as appliĐaďleshould ďe stoƌed iŶ a shaƌed OMC foldeƌ
ϯ. Eǀaluate if aĐ漄oŶs takeŶ aƌe Đlosed as peƌ taƌget dates
C Edžis漄Ŷg ϭ. VeƌifLJ if pƌo‐aĐ漄ǀe ŵethods/dashďoaƌds/ǀisual aids aƌe deploLJed to ĐoŵŵuŶiĐate oŶ iŶstaŶĐes those aƌe aďout to ďƌeaĐh the SLA aŶd KPI. Also Đoƌƌelate ǁith ĐoŶtƌaĐtu
Ϯ. If SLA aŶd KPI ŵisses ĐoŶ漄Ŷue foƌ ϯ ŵoŶths oƌ gƌeateƌ Đoƌƌoďoƌa漄Ŷg that aĐ漄oŶ takeŶ as paƌt of pƌo‐aĐ漄ǀe ŵoŶitoƌiŶg aƌe Ŷot effeĐ漄ǀe, ŵaƌk this paƌaŵeteƌ "Red"
C Modified ϭ. VeƌifLJ taƌget ;ŵiŶ/edžpeĐted/ŵadžͿ,
ŵet/Ŷot ŵet ĐoŶdi漄oŶ, peŶaltLJ/Ŷo peŶaltLJ Đlause aŶd ĐoŶdi漄oŶal 漄ŵeliŶe assoĐiated ǁith these taƌgets.
Ϯ. Auditoƌ shall ŵaƌk status "DoŶe" if all ĐoŶdi漄oŶs ŵeet, "Paƌ漄al" if Ŷot ǀalidated ǁith FiŶaŶĐe, eǀeŶ if the SLA taƌget ŵet foƌ the ŵoŶth fiŶaŶĐe ǀalida漄oŶ is ƌeƋuiƌed. "Not DoŶe" if FiŶaŶĐial SLA ŵ
& Ŷaŵe the ŵoŶth
ϯ. VeƌifLJ if all fiŶaŶĐial SLAs aƌe ƌepoƌted as peƌ defiŶed MSA/SOW aŶd

assoĐiated peŶal漄es/seƌǀiĐe Đƌedits aƌe tƌaĐked.

SLA CoŶtƌaĐt
MaŶdatoƌLJ
SLA HCL‐
MaŶdatoƌLJ
SLA HCL‐
MaŶdatoƌLJ
SLA CoŶtƌaĐt
MaŶdatoƌLJ
DailLJ
OŶgoiŶg
DailLJ
DailLJ
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SeƌǀiĐe ϱ AŶLJ ĐhaŶge iŶ edžis漄Ŷg SLA DeliǀeƌLJ C Edžis漄Ŷg ϭ. VeƌifLJ if aŶLJ ĐhaŶges to SLAs aƌe doĐuŵeŶted SLA
;aŵeŶdŵeŶt/ ĐhaŶge
paƌaŵeteƌ;sͿ, ďoth Ŷeǁ aŶd
ŵodified, ĐoŵŵuŶiĐated to the teaŵ ŵeŵďeƌs aŶd otheƌ Ŷote/sigŶ‐off ŵailͿaŶd ĐoŵŵuŶiĐated
stakeholdeƌs to teaŵ ŵeŵďeƌs/ otheƌ stakeholdeƌs
SeƌǀiĐe ϱ AŶLJ ĐhaŶge iŶ edžis漄Ŷg SLA DeliǀeƌLJ
paƌaŵeteƌ;sͿ, ďoth Ŷeǁ aŶd
ŵodified, ĐoŵŵuŶiĐated to the teaŵ ŵeŵďeƌs aŶd otheƌ
stakeholdeƌs
漄ŵelLJ
SeƌǀiĐe ϲ EŶsuƌe that Seǀϭ/Cƌi漄Đal C Modified ϭ. VeƌifLJ ǁhetheƌ doĐuŵeŶted pƌoĐess INCIDENT
DeliǀeƌLJ 漄Đkets/BusiŶess Đƌi漄Đal 漄Đkets ; ;eitheƌ ďLJ Đustoŵeƌ oƌ HCLͿedžist aŶd MANAGEMENT
Whateǀeƌ is the top SeǀeƌitLJ leǀel folloǁed foƌ haŶdliŶg SeǀeƌitLJ ϭ 漄Đkets
defiŶed ďLJ the ĐustoŵeƌͿ pƌoĐess /Cƌi漄Đal 漄Đkets/BusiŶess Cƌi漄Đal 漄Đkets
doĐuŵeŶt edžists aŶd is folloǁed Ϯ. Eǀaluate if the defiŶed pƌoĐess is
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ĐoƌƌeĐtlLJ. EŶsuƌe CIM ;Cƌi漄Đal
IŶĐideŶt MaŶageŵeŶtͿ pƌoĐess iŶ adheƌed oŶ gƌouŶd.
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ďeiŶg folloǁed ďLJ seleĐ漄Ŷg feǁ high
pƌioƌitLJ 漄Đkets aŶd assoĐiated Đlosuƌe feedďaĐk
ϯ. VeƌifLJ if Cƌi漄Đal IŶĐideŶt MaŶageƌ edžists iŶ aŶ OMC
ϯ. Talk to feǁ teaŵ ŵeŵďeƌs if theLJ aƌe faŵiliaƌ aďout theiƌ ƌoles duƌiŶg high pƌioƌitLJ 漄Đket ƌesolu漄oŶ
ϰ. Coƌƌelate ǁith esĐala漄oŶ & ĐoŵplaiŶt tƌaĐkeƌ foƌ aŶLJ pƌoĐess deǀia漄oŶ ƌelated to CIM
SeƌǀiĐe ϳ Is Seǀϭ/Cƌi漄Đal 漄Đkets/BusiŶess C Modified ϭ.VeƌifLJ esĐala漄oŶ ŵatƌidž ƌelated to INCIDENT HCL‐ OŶgoiŶg
DeliǀeƌLJ Đƌi漄Đal 漄Đkets esĐala漄oŶ ŵatƌidž foƌ
HCL/Custoŵeƌ/VeŶdoƌ iŶ plaĐe aŶd updated ǀeƌsioŶ is aǀailaďle to teaŵs?
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CIM/High PƌioƌitLJ 漄Đkets is aǀailaďle
ǁith details of HCL, Custoŵeƌ, VeŶdoƌ stakeholdeƌs.
Ϯ. Talk to feǁ teaŵ ŵeŵďeƌs if theLJ aƌe faŵiliaƌ aďout esĐala漄oŶ pƌoĐeduƌe
ϯ. Validate aĐĐuƌaĐLJ of esĐala漄oŶ ŵatƌidž ďLJ ĐheĐkiŶg ǀeƌsioŶ, ƌelease date, aŶd updated ĐoŶtaĐt Ŷuŵďeƌs
MANAGEMENT MaŶdatoƌLJ
SeƌǀiĐe
DeliǀeƌLJ
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ϴ EŶsuƌe that pƌoďleŵ ŵaŶageŵeŶt
aĐ漄ǀi漄es aƌe Đaƌƌied out ďLJ tƌaĐk leads aŶd Lϯ peƌsoŶŶel, ǁhiĐh ǁould ĐoŶtƌiďute to seƌǀiĐe iŵpƌoǀeŵeŶt. ;This ĐaŶ ďe aĐhieǀed ďLJ lookiŶg out foƌ ƌeĐuƌƌiŶg 漄Đ
C Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ doĐuŵeŶted pƌoĐess
;eitheƌ ďLJ Đustoŵeƌ oƌ HCLͿedžist foƌ pƌoďleŵ ŵaŶageŵeŶt aŶd folloǁed ďLJ tƌaĐk leads/Lϯ
Ϯ. If MSA/SOW does Ŷot speĐifLJ oŶ pƌoďleŵ ŵaŶageŵeŶt sĐope, eǀeŶ theŶ OMC should eŶsuƌe that top iŵpaĐted Assets/ Aƌeas aƌe aŶalLJzed usiŶg Paƌeto/TƌeŶd aŶalLJsis

ϯ. Eǀaluate the effeĐ漄ǀeŶess of pƌoďleŵ ŵaŶageŵeŶt thƌough deĐƌease iŶ ƌeĐuƌƌiŶg/ oǀeƌall 漄Đket ĐouŶts
PROBLEM
MANAGEMENT
HCL‐
MaŶdatoƌLJ
OŶgoiŶg
SeƌǀiĐe
DeliǀeƌLJ
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SeƌǀiĐe DeliǀeƌLJ
11
SeƌǀiĐe DeliǀeƌLJ
12
SeƌǀiĐe DeliǀeƌLJ
13
SeƌǀiĐe
ϵ EŶsuƌe that ĐhaŶge ŵaŶageŵeŶt
pƌoĐess is adheƌed aŶd ĐhaŶges aƌe iŵpleŵeŶted iŶ the eŶǀiƌoŶŵeŶt ǁith Đustoŵeƌ appƌoǀal. Also eŶsuƌe that aŶLJ suĐh ĐhaŶge doesŶ’t tƌiggeƌ aŶLJ outage post its iŵ
ϭϬ EŶsuƌe that all patĐhiŶg aĐ漄ǀi漄es aƌe doŶe oŶ 漄ŵe aŶd as peƌ guideliŶes defiŶed ďLJ the Đustoŵeƌ aŶd puďlish the N Leǀel tƌaĐkeƌ
ϭϭ EŶsuƌe the ďaĐkups aƌe takeŶ oŶ 漄ŵe aŶd all failuƌes aƌe ƌepoƌted iŶ a stƌuĐtuƌed foƌŵat to Đustoŵeƌ
;ǀia tool oƌ ŵaŶual ƌepoƌtͿ aŶd eŶsuƌe SeǀϮ 漄Đket is Đƌeated foƌ all ďaĐkup failuƌes
ϭϮ AŶalLJsis of BaĐkup failuƌe
;Custoŵeƌ iŶfƌastƌuĐtuƌeͿ doŶe to ideŶ漄fLJ ƌeasoŶs aŶd take ĐoƌƌeĐ漄ǀe aĐ漄oŶ to aǀoid ƌeĐuƌƌeŶĐe?
ϭϯ EŶsuƌe appƌoǀed BCP\DR plaŶ
C Edžis漄Ŷg ϭ. VeƌifLJ foƌ DoĐuŵeŶted ĐhaŶge
ŵaŶageŵeŶt pƌoĐess.
Ϯ. VeƌifLJ foƌ ďeloǁ details foƌ aŶLJ ĐhaŶge ;pƌefeƌaďlLJ foƌ aŶLJ failed ĐhaŶge.:
 A.
ϭ. Naŵe aŶd CoŶtaĐt Ŷuŵďeƌ of the ReƋuesteƌ
Ϯ. ReasoŶ foƌ ChaŶge

ϯ. DesĐƌip漄oŶ of the ChaŶge

ϰ. List of CoŶfiguƌa漄oŶ Iteŵs oƌ Assets iŵpaĐted ďLJ the ChaŶge.
ϱ. Whetheƌ ĐhaŶge is appƌoǀed ďLJ appƌoǀiŶg authoƌitLJ otheƌ thaŶ the ƌeƋuesteƌ aŶd iŵpleŵeŶteƌ
ϲ. Roll ďaĐk pƌoĐeduƌe

ϳ. Test ĐoŶduĐted ďefoƌe iŵpleŵeŶta漄oŶ

ϴ. Whetheƌ post iŵpleŵeŶta漄oŶ ƌeǀieǁ is Đaƌƌied out?
ϵ. CheĐk ǁhetheƌ ĐhaŶge iŵpaĐt aŶalLJsis has ďeeŶ Đaƌƌied out?
B.
ϭ. VeƌifLJ the ŵetƌiĐ ƌelated to ĐhaŶge ŵaŶageŵeŶt ƌepoƌted iŶ DEI

C Modified ϭ. CheĐk ǁhetheƌ tƌaĐkeƌ is ŵaiŶtaiŶed

foƌ all patĐhes aŶd patĐhiŶg is doŶe as peƌ defiŶed guideliŶes ďLJ Đustoŵeƌ.
Ϯ. CheĐk if Nth leǀel tƌaĐkiŶg is doŶe
;IŶdustƌLJ leǀel, Đustoŵeƌ leǀel ,OMC leǀel ĐoŵpliaŶĐe.

ϯ. CheĐk foƌ aŶalLJsis aŶd assoĐiated aĐ漄oŶs to iŵpƌoǀe Nth leǀel peƌfoƌŵaŶĐe.
ϰ. IŶ Đase of aŶLJ ƌisk assoĐiated ǁith NoŶ‐CoŵpliaŶĐe to patĐhiŶg ƌeƋuiƌeŵeŶt should ďe highlighted aŶd agƌeed ǁith Đustoŵeƌ
ϱ. CheĐk if PatĐhiŶg ƌelated ƌisk is logged iŶ Risk ƌegisteƌ

C Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ ďaĐkup is takeŶ as peƌ

the agƌeed ; MSA/SOW. sĐhedule aŶd ƌepoƌts seŶt to Đustoŵeƌ as peƌ defiŶed fƌeƋueŶĐLJ
Ϯ. PiĐk aŶLJ saŵple aŶd ĐheĐk ďaĐkup log of speĐifiĐ dates aŶd iŶ Đase of failuƌe ĐheĐk foƌ suĐĐessful log

ϯ. CheĐk seǀeƌitLJϮ 漄Đkets foƌ all ďaĐkup failuƌes aŶd iŶ Đase SeǀϮ is Ŷot Đƌeated theŶ ǀeƌifLJ adheƌeŶĐe to the appƌoǀed deǀia漄oŶ poliĐLJ.
C Edžis漄Ŷg ϭ. VeƌifLJ if aŶalLJsis ƌepoƌt foƌ all ďaĐkup
failuƌes edžit aloŶg ǁith ƌeasoŶs & ĐoƌƌeĐ漄ǀe aĐ漄oŶs to aǀoid ƌeĐuƌƌeŶĐe Ϯ. VeƌifLJ if aŶLJ SLA is assoĐiated ǁith ďaĐkup failuƌes aŶd ĐoƌƌespoŶdiŶg
aŶalLJsis is ďeiŶg Đaƌƌied out ďLJ the OMC foƌ the ŵisses
ϯ. Eǀaluate peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶt ƌelated to ďaĐkup failuƌe/ƌeĐuƌƌeŶĐe

C Edžis漄Ŷg ϭ. VeƌifLJ the appƌoǀed BCP/DR PlaŶ iŶ

CHANGE MANAGEMENT CoŶtƌaĐt
MaŶdatoƌLJ
PATCHING HCL‐
MaŶdatoƌLJ
BACKUP HCL‐
MaŶdatoƌLJ
BACKUP HCL‐
MaŶdatoƌLJ
BCP/DR CoŶtƌaĐt
OŶgoiŶg
OŶgoiŶg
DailLJ
DailLJ
DefiŶe
DeliǀeƌLJ
doĐuŵeŶt as peƌ MSA\SOW is
liŶe ǁith MSA/SOW aŶd it's assoĐiated
MaŶdatoƌLJ fƌeƋueŶĐLJ

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18

19

20

21

SeƌǀiĐe
 aǀailaďle iŶ ĐeŶtƌal doĐuŵeŶt
ƌepositoƌLJ foƌ easLJ ƌefeƌeŶĐe ďLJ all authoƌized useƌs\stakeholdeƌs
ϭϰ EŶsuƌe BCP aŶd DR is edžeĐuted as
aŶŶedžuƌes ďLJ ǀeƌsioŶ histoƌLJ, ƌelease
date aŶd appƌoǀiŶg authoƌitLJ
Ϯ. Appƌoǀed BCP/DR plaŶ should ďe kept iŶ OMC foldeƌ ǁith ƌestƌiĐted aĐĐess
ϯ. Appƌoǀal ŵail of BCP/DR plaŶ ŵust ďe ŵaiŶtaiŶed iŶ the OMC foldeƌ
C Edžis漄Ŷg ϭ. VeƌifLJ if BCP/DR is pƌoǀisioŶed as peƌ
BCP/DR CoŶtƌaĐt
as peƌ
ĐoŶtƌaĐt
DefiŶe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
peƌ appƌoǀed plaŶ aŶd ƌeĐoƌds of
tes漄Ŷg aƌe ŵaiŶtaiŶed aŶd sigŶ‐off ďLJ stakeholdeƌs
ϭϱ EŶsuƌe tƌaiŶiŶg of Ŷeǁ teaŵ ŵeŵďeƌs oŶ the AĐĐouŶt Opeƌa漄oŶal PƌoĐesses aŶd pƌaĐ漄Đes. Haǀe Đleaƌ ŵeasuƌaďle Đƌiteƌia ďefoƌe theLJ aƌe deploLJed iŶ ŵaiŶ
appƌoǀed plaŶ aŶd tes漄Ŷg aĐ漄ǀi漄es aƌe
Đaƌƌied out as peƌ defiŶed fƌeƋueŶĐLJ
Ϳ those should ďe sigŶed‐off ďLJ stakeholdeƌs
Ϯ. VeƌifLJ Test ƌeĐoƌds aloŶg ǁith failuƌe aŶalLJsis ;if appliĐaďleaŶd
C Edžis漄Ŷg ϭ. VeƌifLJ if iŶduĐ漄oŶ pƌoĐess is iŶ plaĐe
foƌ OMC.

Ϳ Role speĐifiĐ aĐĐouŶt opeƌa 漄oŶal

Ϯ.TƌaiŶiŶg ĐoŶteŶts aƌe updated fƌeƋueŶtlLJ ;at least oŶĐe iŶ Ƌuaƌteƌϯ.
pƌoĐesses aŶd pƌaĐ漄Đes aƌe Đoǀeƌed as paƌt of oŶďoaƌdiŶg aĐ漄ǀi漄es aŶd ƌeĐoƌds aƌe aǀailaďle as ǀeƌifiĐa漄oŶ iŶ TOS/ ĐlieŶt tool
ϯ. Post tƌaiŶiŶg eǀalua漄oŶ Đƌiteƌia is aǀailaďle aŶd ƌeĐoƌds foƌ eaĐh joiŶeƌs ŵaiŶtaiŶed
ϰ. All oŶ‐ďoaƌdiŶg ƌelated tasks aƌe Đoŵpleted iŶĐludiŶg ƌeǀieǁeƌ sĐoƌiŶg iŶ the TOS/ ĐlieŶt tool aŶd ƌeadLJ foƌ ǀeƌifiĐa漄oŶ.
ϱ. All Ŷeǁ joiŶeƌs as peƌ RA/ oƌ Ŷeǁ ƌole haǀe Đoŵpleted theiƌ oŶďoaƌdiŶg iŶ the TOS/ ĐlieŶt tool
NEW HIRE/ON‐
BOARDING
MaŶdatoƌLJ fƌeƋueŶĐLJ
as peƌ ĐoŶtƌaĐt
MaŶdatoƌLJ OŶgoiŶg as peƌ HCL
ďest PƌaĐ漄Đes
SeƌǀiĐe
DeliǀeƌLJ
ϭϲ Reǀieǁ the aĐ漄oŶ takeŶ oŶ
ƌesouƌĐe edžit list aŶd ĐoŶfiƌŵ if all the aĐ漄oŶs haǀe ďeeŶ Đoŵpleted as peƌ defiŶed pƌoĐesses. CoŵplLJ it ǁith TOS ;The oŶďoaƌdiŶg Studio Ϳ oƌ OMC speĐifiĐ tool ;if
C Modified ϭ. VeƌifLJ if ĐlieŶt speĐified ƌesouƌĐe edžit
pƌoĐess edžist aŶd if Ŷot theŶ HCL defiŶed pƌoĐess is ďeiŶg folloǁed

Ϯ. VeƌifLJ the staffiŶg sheet aŶd RA to ideŶ漄fLJ ǁho ŵoǀed out of OMC ƌeĐeŶtlLJ aŶd ĐoŶĐlude if ƌeƋuiƌed edžit pƌoĐess ǁas folloǁed
ϯ. VeƌifLJ if ƌesouƌĐe edžit is updated iŶ the TOS aŶd off ďoaƌdiŶg is Đoŵpleted as peƌ defiŶed opeƌa漄oŶal task list e.g. Tool aĐĐess, Dataďase aŶd AppliĐa漄oŶ aĐĐess ƌeǀoked
ϰ. EŶsuƌe ŵail ĐoŵŵuŶiĐa漄oŶ seŶt to Đustoŵeƌ foƌ aŶLJ edžit/teƌŵiŶa漄oŶ/ tƌaŶsfeƌ fƌoŵ OMCs
OFF‐BOARDING HCL
MaŶdatoƌLJ
OŶgoiŶg
SeƌǀiĐe
ϭϳ EŶsuƌe that doĐuŵeŶted pƌoĐeduƌe C Edžis漄Ŷg ϭ. VeƌifLJ if doĐuŵeŶted Đustoŵeƌ
CUSTOMER
HCL
OŶgoiŶg
DeliǀeƌLJ
& StƌuĐtuƌed Đustoŵeƌ ĐoŵplaiŶt
haŶdliŶg sLJsteŵ edžists aŶd ĐoŵplaiŶts aƌe ƌeĐoƌded aŶd tƌaĐked thƌough a Custoŵeƌ CoŵplaiŶt TƌaĐkeƌ ǁith oǁŶeƌ aŶd aĐ漄oŶ plaŶ/ ŵi漄ga漄oŶ plaŶ defiŶed aŶd a
ĐoŵplaiŶt haŶdliŶg pƌoĐess is iŶ plaĐe
Ϯ. VeƌifLJ if ĐoŵplaiŶt tƌaĐkeƌ ǁith CAPA ƌeĐoƌd ŵaiŶtaiŶed
ϯ.VeƌifLJ foƌ aĐkŶoǁledgeŵeŶt ƌeĐoƌd aŶd adheƌeŶĐe to 漄ŵeliŶes
MANAGEMENT
MaŶdatoƌLJ
SeƌǀiĐe ϭϴ EŶsuƌe that all Đustoŵeƌ esĐala漄oŶ C
DeliǀeƌLJ aƌe doĐuŵeŶted aŶd addƌessed iŶ
a 漄ŵelLJ ŵaŶŶeƌ
SeƌǀiĐe ϭϵ PeƌiodiĐ Đall ďaƌge iŶ / ƋualitLJ
DeliǀeƌLJ ĐheĐks / ƌeǀieǁ Đall ƌeĐoƌdiŶgs foƌ
the helpdesk teaŵs, pƌoǀide
feedďaĐk aŶd tƌaĐk theŵ 漄ll
Đlosuƌe
SeƌǀiĐe ϮϬ EŶsuƌe that Call aďaŶdoŶ ƌate is
DeliǀeƌLJ ďeloǁ the ĐoŶtƌaĐted SLA.
AligŶŵeŶt of ageŶts should ďe
doŶe as peƌ Đall ǀoluŵe aŶd
foƌeĐasted ǁoƌk load
SeƌǀiĐe Ϯϭ EŶsuƌe that Fiƌst Call
DeliǀeƌLJ Resolu漄oŶ;FCRͿ is aďoǀe the
ĐoŶtƌaĐted SLA. AligŶŵeŶt of
Edžis漄Ŷg ϭ. VeƌifLJ if doĐuŵeŶted Đustoŵeƌ esĐala漄oŶ ESCALATION
haŶdliŶg pƌoĐess is iŶ plaĐe
Ϯ. VeƌifLJ if esĐala漄oŶ tƌaĐkeƌ ǁith CAPA
ƌeĐoƌd ŵaiŶtaiŶed
ϯ.VeƌifLJ foƌ aĐkŶoǁledgeŵeŶt ƌeĐoƌd
aŶd adheƌeŶĐe to 漄ŵeliŶes
C Edžis漄Ŷg ϭ. VeƌifLJ defiŶed OLA ǁith iŶteƌŶal teaŵ SERVICE DESK
;TƌaiŶiŶg. ƌelated to Đall ŵoŶitoƌiŶg
Ϯ. VeƌifLJ if Đall ŵoŶitoƌiŶg ƌeĐoƌds aƌe
ŵaiŶtaiŶed & aĐ漄oŶ is takeŶ foƌ
iŵpƌoǀiŶg the peƌfoƌŵaŶĐe
ϯ. Eǀaluate defiŶed aĐ漄oŶs aƌe ďeiŶg
tƌaĐked 漄ll Đlosuƌe
C Edžis漄Ŷg ϭ. VeƌifLJ if Đall aďaŶdoŶ ƌate is ďeloǁ SERVICE DESK
ĐoŶtƌaĐtuallLJ agƌeed SLA
Ϯ. VeƌifLJ if aŶLJ Đall paᘅeƌŶ aŶalLJsis is
doŶe
ϯ. VeƌifLJ foƌ the aligŶŵeŶt of ageŶts as peƌ Đall ǀoluŵe
aŶd foƌeĐast
ϰ. VeƌifLJ foƌ the aŶalLJsis of aďaŶdoŶ Đall
to iŵpƌoǀe oŶ SLA peƌfoƌŵaŶĐe
ϱ. VeƌifLJ foƌ the CAPA aŶd its tƌaĐkiŶg 漄ll
Đlosuƌe
C Edžis漄Ŷg ϭ. VeƌifLJ if FCR ƌate is aďoǀe SERVICE DESK
ĐoŶtƌaĐtuallLJ agƌeed SLA
Ϯ. VeƌifLJ if aŶLJ Đall paᘅeƌŶ aŶalLJsis is
doŶe.

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ageŶts should ďe doŶe as peƌ Đall

ǀoluŵe aŶd foƌeĐasted ǁoƌk load
ϯ. VeƌifLJ foƌ the aligŶŵeŶt of ageŶts as
peƌ Đall ǀoluŵe, foƌeĐast aŶd ƌesolu漄oŶ ƌeƋuiƌeŵeŶts
ϰ. VeƌifLJ foƌ the aŶalLJsis of FCR ƌeƋuiƌeŵeŶts to iŵpƌoǀe oŶ SLA peƌfoƌŵaŶĐe
ϰ. VeƌifLJ foƌ the CAPA aŶd its tƌaĐkiŶg 漄ll Đlosuƌe
SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe
ϮϮ EŶsuƌe that TiĐket Đlosuƌe ƌate is
ŵaiŶtaiŶed. AŶLJ iŶĐƌease iŶ the ďaĐklog should ďe highlighted aŶd addƌessed iŶ a 漄ŵelLJ ŵaŶŶeƌ
Ϯϯ ClieŶt SeĐuƌitLJ PoliĐLJ ĐoŵŵuŶiĐated aŶd shaƌed ǁith all teaŵ ŵeŵďeƌs aŶd aŶLJ ǀiola漄oŶs tƌaĐked aŶd ƌepoƌted.
Ϯϰ All poliĐies aŶd pƌoĐeduƌes ;ClieŶt poliĐies aŶd HCL poliĐies Ϳ iŵpleŵeŶted aŶd aƌe ĐoŵŵuŶiĐated & shaƌed ǁith all teaŵ ŵeŵďeƌs aŶd aŶLJ ŶoŶ‐ adheƌeŶĐe aƌe tƌ
Ϯϱ CoŶ漄Ŷued ǀiola漄oŶ foƌ ŵoƌe thaŶ tǁo ŵoŶths iŶ aŶLJ of the SLA paƌaŵeteƌ
Ϯϲ Has the SLA ƌeǀieǁ ďeeŶ
C Edžis漄Ŷg ϭ. VeƌifLJ foƌ the dailLJ BaĐklog aŶd
ageiŶg aŶalLJsis ƌepoƌt

Ϯ. VeƌifLJ foƌ the ƌeǀieǁ aŶd aŶalLJsis of the BaĐklog ƌepoƌt to ideŶ漄fLJ ƌeŵedial aĐ漄oŶs
ϯ. VeƌifLJ the iŵpleŵeŶta漄oŶ of the deĐisioŶs to iŵpƌoǀe ďaĐklog peƌfoƌŵaŶĐe.
ϰ. Coƌƌelate the ďaĐklog peƌfoƌŵaŶĐe ǁith the DEI aĐhieǀed taƌgets

C Edžis漄Ŷg ϭ. VeƌifLJ ƌeƋuiƌeŵeŶts of ĐlieŶt seĐuƌitLJ

poliĐLJ
 Ϯ. VeƌifLJ ŵode of ĐoŵŵuŶiĐa漄oŶ
;Tool/E‐ŵail/IŶduĐ漄oŶ/Skill poƌtͿǁith the teaŵ ŵeŵďeƌs
ϯ. SeĐuƌitLJ iŶĐideŶts aƌe ƌepoƌted oŶ 漄ŵelLJ ŵaŶŶeƌ
C Modified ϭ. VeƌifLJ if all poliĐies aŶd pƌoĐeduƌes
;ClieŶt aŶd HCLͿaƌe ĐoŵŵuŶiĐated aŶd shaƌed ǁith all teaŵ ŵeŵďeƌ

Ϯ. Talk to aŶLJ teaŵ ŵeŵďeƌ if he/she kŶoǁs aďout poliĐies aŶd pƌoĐeduƌe ϯ. VeƌifLJ the shaƌed loĐa漄oŶ aŶd its
aĐĐess pƌoǀisioŶ to the teaŵ ŵeŵďeƌs ϰ. SeĐuƌitLJ Audit ǁhiĐh ǁas due as peƌ ĐoŶtƌaĐt has happeŶed aŶd all fiŶdiŶgs tƌaĐked foƌ Đlosuƌe
ϱ.. VeƌifLJ foƌ ŶoŶ‐adheƌeŶĐe tƌaĐkeƌ.

I Edžis漄Ŷg ϭ. VeƌifLJ if aŶLJ of the uŶiƋue SLA is

ǀiolated foƌ ŵoƌe thaŶ Ϯ ŵoŶths
Ϯ. VeƌifLJ foƌ the Failuƌe aŶalLJsis/RCA

ϯ. VeƌifLJ foƌ the effeĐ漄ǀeŶess of aĐ漄oŶ takeŶ

I Modified ϭ. VeƌifLJ ǁhetheƌ SLA ƌeǀieǁ is doŶe
BACKLOG HCL
MaŶdatoƌLJ
INFOSEC HCL
MaŶdatoƌLJ
INFOSEC HCL
MaŶdatoƌLJ
SLA HCL
MaŶdatoƌLJ
SLA CoŶtƌaĐt
DailLJ
OŶgoiŶg
OŶgoiŶg
MoŶthlLJ
DefiŶe
DeliǀeƌLJ
ĐoŶduĐted ? Appƌoǀal fƌoŵ RDU
Head iŶ Đase of aŶLJ delaLJ oƌ edžĐep漄oŶ
ǁith Đustoŵeƌ as peƌ ĐoŶtƌaĐt defiŶed
fƌeƋueŶĐLJ
Ϯ. Appƌoǀal fƌoŵ RDU Head iŶ Đase of aŶLJ delaLJ oƌ edžĐep漄oŶ
MaŶdatoƌLJ fƌeƋueŶĐLJ
as peƌ ĐoŶtƌaĐt
SeƌǀiĐe
Ϯϳ EŶsuƌe that SLA aƌe ĐoŵŵuŶiĐated I Edžis漄Ŷg ϭ. VeƌifLJ if SLAs aŶd it's taƌget haǀe ďeeŶ
SLA HCL
MoŶthlLJ
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
aŶd Teaŵ is aǁaƌe of SLA taƌgets
aŶd aĐhieǀeŵeŶts
Ϯϴ Was the Seǀϭ/Cƌi漄Đal 漄Đkets/BusiŶess Đƌi漄Đal 漄Đkets iŶĐideŶt deteĐted ďLJ the tool ďefoƌe a useƌ Đalled up? If Ŷot, ǁhLJ? What Ŷeeds to ďe doŶe to get this Đap
Ϯϵ EŶsuƌe that 漄Đkets aƌe Ŷot ge帇Ŷg ďouŶĐed aĐƌoss tƌaĐks aŶd ƋuiĐklLJ iŶteƌǀeŶe ǁheŶ the hop ĐouŶts goes ďeLJoŶd ϯ foƌ aŶLJ 漄Đket.
ĐoŵŵuŶiĐated to eŵploLJees
Ϯ. VeƌifLJ hoǁ it ǁas ĐoŵŵuŶiĐated ‐ thƌough ŵail/Ŷo漄Đe ďoaƌd PƌeseŶta漄oŶ/TƌaiŶiŶg sessioŶs
ϯ. VeƌifLJ the leǀel of eŵploLJee aǁaƌeŶess of SLAs ‐ Talk to aŶLJ eŵploLJee iŶ the OMC aŶd ǀeƌifLJ his / heƌ aǁaƌeŶess aďout SLAs
ϰ. VeƌifLJ the aǁaƌeŶess aďout ĐuƌƌeŶt aĐhieǀeŵeŶt of SLAs
džis漄Ŷg ϭ. VeƌifLJ if a tƌaĐkeƌ is ďeiŶg pƌepaƌed
foƌ all 'Seǀϭ/Cƌi漄Đal 漄Đkets/BusiŶess Đƌi漄Đal iŶĐideŶt' ǁhiĐh lists the ƌepoƌted souƌĐe
Ϯ. VeƌifLJ hoǁ ŵaŶLJ iŶĐideŶts ǁeƌe ƌepoƌted ďLJ tool/aleƌt/ĐoŵŵaŶd ĐeŶteƌ

;This ĐaŶ ďe Đƌoss ǀeƌified iŶ 漄Đke漄Ŷg tool.

ϯ. ReasoŶ foƌ iŶĐideŶts Ŷot ƌepoƌted ďLJ tool aŶd ĐoƌƌespoŶdiŶg ƌeŵedial aĐ漄oŶ ϰ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶs aŶd peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶts
I Edžis漄Ŷg ϭ. VeƌifLJ dailLJ ;MTD‐MoŶth to date. Hop
CouŶt AŶalLJsis

Ϯ. VeƌifLJ ǁith SDM if he iŶteƌǀeŶe iŶĐase of 漄Đket ďeLJoŶd ϯ hops

 ϯ. VeƌifLJ hop ĐouŶt aŶalLJsis ƌeĐoƌd foƌ the ŵoŶth aŶd ƌeŵedial aĐ漄oŶ
ϰ. VeƌifLJ foƌ the iŵpƌoǀeŵeŶt tƌeŶds
INCIDENT
MANAGEMENT
INCIDENT MANAGEMENT
MaŶdatoƌLJ
HCL
MaŶdatoƌLJ
HCL
MaŶdatoƌLJ
OŶgoiŶg
DailLJ
SeƌǀiĐe
DeliǀeƌLJ
ϯϬ AŶalLJze 漄Đkets opeŶed thƌough
eŵail aŶd phoŶe Đalls to ideŶ漄fLJ oppoƌtuŶitLJ to staƌt ƌepoƌ漄Ŷg thƌough tools.
I Edžis漄Ŷg ϭ. VeƌifLJ hoǁ ŵaŶLJ 漄Đkets aƌe opeŶed
thƌough E‐ŵail aŶd PhoŶe Đalls

Ϯ. AŶalLJsis of peƌĐeŶtage of 漄Đkets opeŶed thƌough ŵails / phoŶe Đalls ǀs. thƌough tool
ϯ. IdeŶ漄fLJ oppoƌtuŶi漄es to ĐoŶǀeƌt ŵail
EVENT MANAGEMENT HCL
MaŶdatoƌLJ
DailLJ

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/ phoŶe Đall 漄Đket to tool ďased

ƌepoƌ漄Ŷg
ϰ. VeƌifLJ foƌ iŵpƌoǀeŵeŶt tƌeŶd
SeƌǀiĐe ϯϭ Reǀieǁ the ƌesolu漄oŶ foƌ I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ RCA / CAPA ;ĐoƌƌeĐ漄ǀe PROBLEM
DeliǀeƌLJ Seǀϭ/Cƌi漄Đal 漄Đkets/BusiŶess aĐ漄oŶ pƌeǀeŶ漄ǀe aĐ漄oŶͿis doŶe foƌ all MANAGEMENT
Đƌi漄Đal 漄Đkets aŶd ĐoŶduĐt Root top pƌioƌitLJ 漄Đkets
Cause AŶalLJsis foƌ theŵ aŶd Ϯ. VeƌifLJ ǁhetheƌ aĐ漄oŶ has ďeeŶ
eŶsuƌe it has ďeeŶ updated iŶ ideŶ漄fied a간eƌ doiŶg RCA foƌ top
SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
kŶoǁledge ďase/SOP/RuŶ ďooks
aŶd ĐoŵŵuŶiĐated to all ĐoŶĐeƌŶed.
ϯϮ Reǀieǁ Paƌeto aŶalLJsis of 漄Đket, seƌǀiĐe ƌeƋuests aŶd ĐhaŶge ƌeƋuests ‐ Top ϱ aŶd Top ϭϬ aŶalLJsis
ϯϯ TƌaĐk pƌoďleŵ 漄Đkets 漄ll Đlosuƌe eitheƌ thƌough pƌoďleŵ ŵaŶageŵeŶt ŵodule iŶ the 漄Đke漄Ŷg tool oƌ thƌough otheƌ ŵeaŶs.
pƌioƌitLJ 漄Đkets aŶd has ďeeŶ updated iŶ
KŶoǁledgeďase foƌ futuƌe ƌefeƌeŶĐe aŶd ĐoŵŵuŶiĐated to all ĐoŶĐeƌŶed
ϯ. VeƌifLJ the tƌeŶd of effeĐ漄ǀeŶess of aĐ漄oŶ takeŶ
I Edžis漄Ŷg ϭ. VeƌifLJ if paƌeto /sta漄s漄Đal aŶalLJsis is
doŶe iŶ the OMC to fiŶd out TOP IŵpaĐted aƌeas

Ϯ. VeƌifLJ ǁhat iŵpƌoǀeŵeŶts aƌe ideŶ漄fied aŶd iŵpleŵeŶted ďased oŶ the aŶalLJsis.
ϯ. VeƌifLJ foƌ the effeĐ漄ǀeŶess of the aĐ漄oŶ takeŶ
 I Edžis漄Ŷg ϭ. VeƌifLJ the Pƌoďleŵ 漄Đket tƌaĐkeƌ
Ϯ. VeƌifLJ aŶLJ saŵple foƌ RCA doĐuŵeŶta漄oŶ aŶd Đlosuƌe ƌeŵaƌks ϯ. VeƌifLJ foƌ KEDB upda漄oŶ
PROBLEM
MANAGEMENT
PROBLEM MANAGEMENT
HCL
MaŶdatoƌLJ
HCL
MaŶdatoƌLJ
WeeklLJ
OŶgoiŶg
SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
ϯϰ EŶsuƌe that pƌoĐess edžists foƌ
haŶdliŶg eŵeƌgeŶĐLJ ĐhaŶges
ϯϱ IdeŶ漄fLJ a SPOC to paƌ漄Đipate aŶd lead ;ǁheƌeǀeƌ appliĐaďleͿ iŶ CAB\CCB ;ChaŶge AdǀisoƌLJ Boaƌd\ChaŶge CoŶtƌol Boaƌd Ϳ.
ϯϲ EŶsuƌe that tƌaĐkeƌ is ŵaiŶtaiŶed foƌ all the ƌeleases ;OS,TeĐhŶologLJ, Ŷeǁ/ĐhaŶged so간ǁaƌe aŶd PatĐhesͿ, tested aŶd sigŶ off is aǀailaďle foƌ all iŵpleŵeŶted ƌeleas
I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ doĐuŵeŶted
pƌoĐeduƌe is iŶ plaĐe
Ϯ. PiĐk aŶLJ saŵple aŶd ǀeƌifLJ pƌoĐess is folloǁed as peƌ doĐuŵeŶted pƌoĐeduƌe

I Edžis漄Ŷg ϭ. VeƌifLJ ǁith SDM, Who is the

ideŶ漄fied SPOC foƌ CAB/CCB
Ϯ. VeƌifLJ MOM of CAB/CCB aŶd ĐoŶfiƌŵ if SPOC is paƌ漄ĐipaŶt iŶ eǀeƌLJ ŵee漄Ŷg
I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ tƌaĐkeƌ is ŵaiŶtaiŶed foƌ all ƌeleases
Ϯ. VeƌifLJ ǁhetheƌ ƌelease pƌoĐess is folloǁed as peƌ pƌoĐess
ϯ. VeƌifLJ foƌ the sigŶ off of all iŵpleŵeŶted ƌeleases as peƌ ƌelease ŵaŶageŵeŶt pƌoĐess

ϰ. VeƌifLJ ǁhetheƌ tes漄Ŷg is doŶe ďefoƌe deploLJŵeŶt of all ƌeleases aŶd test ƌepoƌts aƌe ŵaiŶtaiŶed.
ϱ.VeƌifLJ foƌ the ITSM tool pƌoǀideƌ; HCL oƌ CustoŵeƌͿ
ϲ. VeƌfiLJ foƌ the Tool Ŷaŵe aŶd SOW ǀeƌsioŶ
ϳ.VeƌifLJ foƌ the CuƌƌeŶt VeƌsioŶ ďeiŶg used ďLJ OMC aŶd Maƌket VeƌsioŶ
ϴ. IŶ Đase of aŶLJ Gap ďetǁeeŶ CuƌƌeŶt aŶd Maƌket ǀeƌsioŶ ǀeƌifLJ if Risk is highlighted to ClieŶt aŶd updated iŶ Risk Registeƌ

ϵ.VeƌfiLJ if ClieŶt/OMC has iŶi漄ated aŶLJ aĐ漄oŶ agaiŶst the ƌisk highlighted
CHANGE MANAGEMENT CoŶtƌaĐt
MaŶdatoƌLJ
CHANGE MANAGEMENT HCL
MaŶdatoƌLJ
RELEASE MANAGEMENT CoŶtƌaĐt
MaŶdatoƌLJ
OŶgoiŶg
OŶgoiŶg
MoŶthlLJ
SeƌǀiĐe ϯϳ Reǀieǁ adǀisoƌies fƌoŵ OEMs oŶ I Modified ϭ. VeƌifLJ the latest adǀisoƌLJ Ŷo漄fiĐa漄oŶ PATCHING
DeliǀeƌLJ patĐhes aŶd hot fidžes aŶd ĐheĐk foƌ fƌoŵ OEM ;OƌigiŶal EƋuipŵeŶt
ƌeleǀaŶĐe iŶ pƌeseŶt eŶǀiƌoŶŵeŶt MaŶufaĐtuƌeƌͿoƌ fƌoŵ the OEM site e.g.
ďefoƌe deploLJŵeŶt. All Ŷeǁ WiŶdoǁs‐MiĐƌoso간.
ƌeleases ŵust ďe tested aŶd Ϯ. VeƌifLJ MOM/E‐Mail/TƌaĐkeƌ ǁhetheƌ
SeƌǀiĐe
DeliǀeƌLJ
ƌepoƌts ŵaiŶtaiŶed
ϯϴ EŶsuƌe Asset iŶǀeŶtoƌLJ ŵaŶageŵeŶt foƌ all tƌaĐks. EŶsuƌe aŶLJ ŵaŶual upda漄oŶ oŶ MS EdžĐel, AĐĐess Dataďase oƌ CMDB is aĐĐuƌatelLJ ƌeĐoƌded
the adǀisoƌLJ has ďeeŶ ƌeǀieǁed foƌ aŶLJ
aĐ漄oŶs
ϯ. VeƌifLJ foƌ the Test ƌeĐoƌds
I Edžis漄Ŷg ϭ. VeƌifLJ asset iŶǀeŶtoƌLJ foƌ all assets,
ƌeƋuiƌed iŶ all tƌaĐks aloŶg ǁith oǁŶeƌship details ;HCL oƌ Custoŵeƌ.
Ϯ. VeƌifLJ asset aĐĐuƌaĐLJ fƌoŵ asset audit ƌepoƌts
 ϯ. ChaŶges ƌelated to deǀiĐe ďuild / de‐ ĐoŵŵissioŶ ǁeƌe updated iŶ the asset iŶǀeŶtoƌLJ sheet

ϰ. VeƌifLJ feǁ 漄Đkets aŶd ŵatĐh the asset ID iŶ the 漄Đket ǁith the Asset ƌegisteƌ ŵaiŶtaiŶed at tƌaĐk leǀel
ASSET MANAGEMENT HCL
MaŶdatoƌLJ
DailLJ
SeƌǀiĐe
DeliǀeƌLJ
ϯϵ EŶsuƌe CI's aƌe ideŶ漄fied &
Đaptuƌed iŶ CMDB aŶd audit is ĐoŶduĐted as defiŶed. Reǀieǁ CoŶfiguƌa漄oŶ ŵaŶageŵeŶt pƌoĐess peƌiodiĐallLJ.
I Modified ϭ. VeƌifLJ foƌ CoŶfiguƌa漄oŶ MaŶageŵeŶt
pƌoĐess aŶd ƌeǀieǁ histoƌLJ
Ϯ. VeƌifLJ foƌ CMDB audit plaŶ aŶd Audit fiŶdiŶgs
ϯ. VeƌifLJ foƌ the Đlosuƌe of Audit
CONFIGURATION
MANAGEMENT
HCL
MaŶdatoƌLJ
DailLJ
40
SeƌǀiĐe DeliǀeƌLJ
41
SeƌǀiĐe DeliǀeƌLJ
42
ϰϬ AŶalLJze 漄Đket aŶd Đall ǀoluŵe foƌ
adeƋuate ƌesouƌĐe siziŶg duƌiŶg peak ĐLJĐles.
ϰϭ Reǀieǁ sLJsteŵ u漄liza漄oŶ data foƌ ĐapaĐitLJ plaŶŶiŶg, ǁheƌe this is iŶ sĐope.
fiŶdiŶgs
ϰ. VeƌifLJ if ChaŶges ƌelated to deǀiĐe ďuild / de‐ĐoŵŵissioŶ ǁeƌe updated iŶ the CMDB
ϱ. VeƌifLJ feǁ ĐhaŶge 漄Đkets aŶd ŵatĐh
CMDB
I Edžis漄Ŷg ϭ. VeƌifLJ Đall\漄Đket ǀoluŵe foƌ the
ŵoŶth
Ϯ. VeƌifLJ if aŶLJ Đall\TiĐket paᘅeƌŶ aŶalLJsis is doŶe.
ϯ. VeƌifLJ foƌ the aligŶŵeŶt of ageŶts as peƌ Đall\TiĐket ǀoluŵe aŶd foƌeĐast.

Ϯ. VeƌifLJ hoǁ ƌesouƌĐe siziŶg is doŶe ďased oŶ Call\漄Đket ǀoluŵe

ϱ. VeƌifLJ if theƌe aƌe aŶLJ esĐala漄oŶs/ĐoŵplaiŶts ƌelated to ƌesouƌĐe issues duƌiŶg peak ĐLJĐle
I Edžis漄Ŷg ϭ. Reǀieǁ ĐapaĐitLJ ƌepoƌts foƌ sLJsteŵ
u漄liza漄oŶ of iŶ sĐope CI's
Ϯ. VeƌifLJ if ĐapaĐitLJ has ďeeŶ plaŶŶed ĐoŶsideƌiŶg the ĐuƌƌeŶt as ǁell as futuƌe sĐope of ǁoƌk

ϯ. AŶalLJsis of u漄liza漄oŶ ƌepoƌts to ideŶ漄fLJ iŵpƌoǀeŵeŶt oppoƌtuŶi漄es ϰ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶs aŶd peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶts
CAPACITY
MANAGEMENT
CAPACITY MANAGEMENT
HCL
MaŶdatoƌLJ
CoŶtƌaĐt MaŶdatoƌLJ
WeeklLJ
MoŶthlLJ
SeƌǀiĐe
ϰϮ EŶsuƌe ĐapaĐitLJ plaŶ is aǀailaďle foƌ I Modified ϭ. VeƌifLJ ǁhetheƌ ĐapaĐitLJ plaŶ is
CAPACITY
HCL
OŶgoiŶg
DeliǀeƌLJ
43
all the assets listed uŶdeƌ iŶǀeŶtoƌLJ
aŶd ƌeǀieǁed ƌegulaƌlLJ i.e. at least half‐LJeaƌlLJ ;oƌ ǁheŶeǀeƌ theƌe is a ĐhaŶge Ϳ as paƌt of TeĐhŶologLJ AssessŵeŶt ;ǁheƌe appliĐaďle Ϳ
 aǀailaďle foƌ all the assets listed uŶdeƌ
iŶǀeŶtoƌLJ as peƌ SOW aŶd ƌeǀieǁed ƌegulaƌlLJ
Ϯ. VeƌifLJ ǁhetheƌ ĐapaĐitLJ plaŶŶiŶg foƌ OMC opeƌa漄oŶs is aǀailaďle aŶd is ďeiŶg ƌeǀieǁed ƌegulaƌlLJ foƌ adeƋuaĐLJ
ϯ. OMC Ŷeeds to ƌeǀieǁ ĐapaĐitLJ plaŶ at least oŶĐe iŶ sidž ŵoŶths. assets iŶĐludes ƌesouƌĐes,seƌǀeƌs,Ŷetǁoƌk etĐ.
ϰ. VeƌifLJ foƌ the ideŶ漄fied ƌeŵedial aĐ漄oŶs aŶd its tƌaĐkiŶg 漄ll Đlosuƌe
MANAGEMENT
MaŶdatoƌLJ
SeƌǀiĐe
ϰϯ EŶsuƌe ďaĐkup ƌestoƌa漄oŶ ƌeĐoƌds
I Edžis漄Ŷg ϭ. VeƌifLJ fƌoŵ theiƌ MSA/SOW ǁhetheƌ
BACKUP CoŶtƌaĐt
DefiŶe
DeliǀeƌLJ
44
aƌe aǀailaďle
BaĐkup MaiŶteŶaŶĐe aŶd tes漄Ŷg is theiƌ
ƌespoŶsiďilitLJ. If it's theiƌ ƌespoŶsiďilitLJ theŶ tes漄Ŷg Ŷeeds to ďe doŶe.
Ϯ. If tes漄Ŷg fƌeƋueŶĐLJ is Ŷot defiŶed theŶ theLJ haǀe to defiŶe it aŶd get it appƌoǀed ďLJ the Đustoŵeƌ.
ϯ. VeƌifLJ foƌ the BaĐkup tes漄Ŷg ƌeĐoƌds ϰ. Foƌ those OMCs ǁheƌe it is Ŷot the task assigŶed ďLJ the Đustoŵeƌ theŶ ǁe ĐaŶ ǀeƌifLJ the total 漄Đkets ƌeĐeiǀed foƌ the ƌestoƌa漄oŶ aŶd its suĐĐess ƌ
ϱ. Appƌoǀal fƌoŵ Đustoŵeƌ foƌ BaĐkup ƌestoƌa漄oŶ tes漄Ŷg fƌeƋueŶĐLJ aŶd ǁhat tLJpe of data to ďe tested
MaŶdatoƌLJ fƌeƋueŶĐLJ
as peƌ ĐoŶtƌaĐt
SeƌǀiĐe
DeliǀeƌLJ
45
SeƌǀiĐe DeliǀeƌLJ
46
ϰϰ EŶsuƌe aǁaƌeŶess aďout BCP/DR
pƌoĐeduƌe edžist ǁithiŶ the teaŵ aŶd theLJ aƌe aĐ漄ǀelLJ paƌ漄Đipa漄Ŷg iŶ the DR dƌills.
ϰϱ EŶsuƌe that aĐĐess to loĐal adŵiŶistƌatoƌ aĐĐouŶts iŶ opeƌa漄Ŷg sLJsteŵs, dataďase,
Ŷetǁoƌk deǀiĐes aŶd appliĐa漄oŶs is gƌaŶted to authoƌized useƌs oŶlLJ. AŶ authoƌiza漄oŶ ŵatƌidž aloŶg ǁith the ƌoles assigŶed Ŷeeds to ďe ŵaiŶtaiŶed foƌ all tƌaĐks
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ BCP/DR pƌoĐeduƌes
Ϯ. VeƌifLJ the aǁaƌeŶess of BCP/DR ǁith aŶLJ of the teaŵ ŵeŵďeƌ

ϯ. VeƌifLJ foƌ the DR Dƌill ƌeĐoƌds foƌ ǀeƌifiĐa漄oŶ of paƌ漄ĐipaŶts as peƌ the plaŶ
I Neǁ ϭ. VeƌifLJ foƌ the list of authoƌized useƌs
aŶd authoƌiza漄oŶ Matƌidž
Ϯ. Take feǁ saŵple aŶd ǀeƌifLJ foƌ the tƌaĐeaďilitLJ of authoƌized useƌ aĐĐess log

BCP/DR HCL‐
MaŶdatoƌLJ
ACCESS MANAGEMENT HCL‐
MaŶdatoƌLJ
MoŶthlLJ
OŶgoiŶg
SeƌǀiĐe ϰϲ EŶsuƌe that ƌeǀieǁ ǁith edžteƌŶal I Modified ϭ. VeƌifLJ foƌ the Ŷuŵďeƌ of edžteƌŶal SUPPLIER
DeliǀeƌLJ ǀeŶdoƌ ;if appliĐaďleͿ is doŶe aŶd ǀeŶdoƌs appliĐaďle foƌ OMC. MANAGEMENT
tƌaĐkeƌ ŵaiŶtaiŶed foƌ all Ϯ. VeƌifLJ foƌ the OLA ǁith VeŶdoƌs
ĐoŵplaiŶts ‐ disĐuss all issues, ϯ. VeƌifLJ all ǀeŶdoƌs of ƌelated pƌojeĐts
aƌe Đaptuƌed aloŶg ǁith the SRCs
foƌthĐoŵiŶg aĐ漄ǀi漄es aŶd pƌepaƌe
plaŶ of aĐ漄oŶ
;seƌǀiĐe ƌate ĐoŶtƌaĐtsͿǁith Đoŵplete
details iŶ the fiƌst sheet of staŶdaƌd foƌŵat file giǀeŶ to pƌojeĐt teaŵ. Also to ǀeƌifLJ that aĐ漄oŶ agaiŶst shoƌt edžpiƌLJ
;ValiditLJ eŶd date is ƌeŵaiŶiŶg foƌ ϭ ŵoŶthͿSRCs has ďeeŶ takeŶ. Reŵaƌks Ŷeeds to ďe updated foƌ this. IŶ Case iŶdeŶt ƌaised foƌ ƌeŶeǁel is seleĐted
,theŶ iŶdeŶt Ŷuŵďeƌ Ŷeeds to ďe
 updated.
ϰ. VeƌifLJ all CROs ; CoŶtƌaĐt Release oƌdeƌithͿǁ
Đoŵplete details of edžis漄Ŷg SRCs ƌelated to pƌojeĐt
is Đaptuƌed iŶ
the seĐoŶd sheet of staŶdaƌd foƌŵat file giǀeŶ to
pƌojeĐt teaŵ. Also to ǀeƌifLJ that aĐ漄oŶ agaiŶst shoƌt
edžpiƌLJ ;ValiditLJ eŶd date is ƌeŵaiŶiŶg foƌ ϭ ŵoŶthͿ
CROs has ďeeŶ takeŶ. CheĐk foƌ the Reŵaƌks ‐ Neǁ
CRO Cƌeated/Not LJet Đƌeated.
CheĐk foƌ the ƌeasoŶ iŶ Đase Ŷo CRO Đƌeated
ϱ. VeƌifLJ if Ŷeǁ tƌaĐkeƌ is seŶt to the IDO‐GRN Teaŵ
ďLJ ϳth of eǀeƌLJ ŵoŶth. ϲ. If aŶLJ of the pƌojeĐt SPOC
ǁaŶts these ĐoŶdi漄oŶ to ďe edžeŵpted theŶ theƌe
should ďe a ǁƌiᘅeŶ ĐoŶfiƌŵa漄oŶ fƌoŵ IDO_GRN teaŵ
;AŶaŶd Bisht/PiLJush ShaƌŵaͿ.
ϲ. MiŶutes of ŵee漄Ŷg of ǀeŶdoƌ peƌfoƌŵaŶĐe ƌeǀieǁ
as peƌ defiŶed fƌeƋueŶĐLJ is doŶe foƌ all iŶĐludiŶg
FSO,N/W pƌoǀideƌ etĐ
ϳ. VeŶdoƌ ĐoŵplaiŶt ƌegisteƌ ǁith 漄ŵeliŶes aŶd aĐ漄
oŶ PlaŶ
ϴ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶs aŶd
peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶts

SeƌǀiĐe ϰϳ EŶsuƌe that all the ƌepoƌts as agƌeed iŶ I Edžis漄Ŷg ϭ. VeƌifLJ fƌoŵ theiƌ MSA/SOW that hoǁ ŵaŶLJ CUSTOMER
DeliǀeƌLJ MSA\SOW aƌe suďŵiᘅed ƌepoƌts aƌe to ďe suďŵiᘅed to MANAGEMENT

47

48
 49

50

51

52

53

54

55

SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
to Custoŵeƌ / MaŶageŵeŶt as peƌ
agƌeed 漄ŵeliŶes
ϰϴ EŶsuƌe that kŶoǁledge ďase/KEDB/doĐuŵeŶta漄oŶ is ƌegulaƌlLJ updated aŶd teaŵ is aǁaƌe of the latest ǀeƌsioŶ aŶd the loĐa漄oŶ of these doĐuŵeŶts
ϰϵ IŵpleŵeŶt "LessoŶ leaƌŶt" pƌoĐess. Do's aŶd DoŶ'ts should ďe
ƌeĐoƌded aŶd ĐoŵŵuŶiĐated aĐƌoss AĐĐouŶt
Đustoŵeƌ
Ϯ. VeƌifLJ the ĐoŵpliaŶĐe;漄ŵeliŶes/Ŷuŵďeƌ/aĐĐuƌaĐLJ. status ǁith ƌespeĐt to ƌepoƌ漄Ŷg ƌeƋuiƌeŵeŶt
ϯ. Repoƌts Ŷeed to ďe stoƌed iŶ a agƌeed ƌepositoƌLJ
ϰ. AgƌeeŵeŶt Ŷeed to ďe oďtaiŶed fƌoŵ the Đustoŵeƌ foƌ aŶLJ addi漄oŶal
/ReduĐ漄oŶ iŶ ƌepoƌts
Edžis漄Ŷg ϭ. VeƌifLJ fƌoŵ the site ǁhiĐh kŶoǁledge
ďase edžists
Ϯ. VeƌifLJ if teaŵ is aǁaƌe of the kŶoǁledge ďase
ϯ. PiĐk aŶLJ saŵple aŶd ǀeƌifLJ the aǁaƌeŶess.

ϰ. VeƌifLJ ǁhetheƌ doĐs aƌe ĐoŶ漄ŶuouslLJ updated

ϱ. VeƌifLJ ǁhetheƌ KEDB edžists. To ǀalidate ǁhetheƌ KEDB is ďeiŶg updated ĐoŶ漄ŶuouslLJ, ǁe ĐaŶ ŵatĐh this ǁith last pƌoďleŵ 漄Đket /iŶĐideŶt ŵaŶageŵeŶt 漄Đket
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the lessoŶ leaƌŶt tƌaĐkeƌ
Ϯ. VeƌifLJ foƌ the ĐoŵŵuŶiĐa漄oŶ aĐƌoss OMC foƌ lessoŶ leaƌŶt
KNOWLEDGE
MANAGEMENT
KNOWLEDGE MANAGEMENT
 HCL‐
MaŶdatoƌLJ
HCL‐
MaŶdatoƌLJ
as peƌ
ĐoŶtƌaĐt
OŶgoiŶg
OŶgoiŶg
SeƌǀiĐe
DeliǀeƌLJ
ϱϬ Masteƌ list/Tƌee stƌuĐtuƌe of
doĐuŵeŶts iŶ kŶoǁledge ďase edžists
I Edžis漄Ŷg VeƌifLJ foƌ Masteƌ list/Tƌee StƌuĐtuƌe DOCUMENT
MANAGEMENT
HCL‐
MaŶdatoƌLJ
OŶgoiŶg
SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
ϱϭ EŶsuƌe that Repoƌts/
SOPs/CoŶtƌaĐtual doĐuŵeŶts/ RuŶ Books/ MOMs stoƌed iŶ a ĐoŵŵoŶ loĐa漄oŶ ǁith ƌeleǀaŶt leǀel of aĐĐess giǀeŶ to teaŵ aŶd all doĐuŵeŶts aƌe appƌoǀed
ϱϮ Shi간 HaŶdoǀeƌ doĐuŵeŶt ‐ TiĐket haŶdoǀeƌ shi간 to shi간
ϱϯ EŶsuƌe 漄ŵelLJ pƌepaƌa漄oŶ of pƌeseŶta漄oŶs foƌ ŵee漄Ŷgs iŶǀolǀiŶg Đustoŵeƌs ;Opeƌa漄oŶ Reǀieǁ Mee漄Ŷg, SteeƌiŶg Coŵŵiᘅ ee Mee漄Ŷg etĐ.,Ϳ
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the OMC foldeƌ
Ϯ. VeƌifLJ ǁhetheƌ doĐuŵeŶts aƌe appƌoǀed pƌioƌ to ƌelease.
ϯ. VeƌifLJ foƌ aĐĐess leǀel sheet

ϰ. VeƌifLJ foƌ ŵodifiĐa漄oŶ histoƌLJ ďLJ takiŶg feǁ saŵples

I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the shi간 HaŶdoǀeƌ pƌoĐess
Ϯ. VeƌifLJ foƌ the shi간 haŶdoǀeƌ ƌepoƌt ϯ. VeƌifLJ the aĐĐuƌaĐLJ of ƌepoƌt ďLJ ǀeƌifLJiŶg iŶ the tool
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ aŶLJ of the ŵee漄Ŷg
sĐheduled ǁith Đustoŵeƌ.

Ϯ. VeƌifLJ if pƌeseŶta漄oŶ is shaƌed ; As appliĐaďle. at least oŶe daLJ ďefoƌe the sĐheduled ŵee漄Ŷg
DOCUMENT
MANAGEMENT
OPERATIONS MANAGEMENT
OPERATIONS MANAGEMENT
HCL‐
MaŶdatoƌLJ
HCL‐
MaŶdatoƌLJ
HCL‐
MaŶdatoƌLJ
OŶgoiŶg
DailLJ
OŶgoiŶg
SeƌǀiĐe
DeliǀeƌLJ
ϱϰ EŶsuƌe Đustoŵeƌ agƌeed PƌojeĐt
fƌaŵeǁoƌk oƌ HCL ƌuŶ PƌojeĐt fƌaŵeǁoƌk is iŵpleŵeŶted. Puďlish peƌiodiĐ ƌepoƌts to tƌaĐk Cost, Effoƌt, Deliǀeƌaďles aŶd SĐhedule.
I Modified ϭ. VeƌifLJ foƌ the pƌojeĐt plaŶ
Ϯ. VeƌifLJ foƌ the VaƌiaŶĐe ; Cost, Effoƌt, Deliǀeƌaďles aŶd SĐhedule.. aŶd ƌeŵedial aĐ漄oŶ iŶĐase of deǀia漄oŶs
PROJECT MANAGEMENT HCL‐
MaŶdatoƌLJ
OŶgoiŶg
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SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
ϱϱ EŶsuƌe that HOTS DoĐuŵeŶt/
PƌojeĐt HaŶdoǀeƌ pƌoĐess is iŶ plaĐe? A HOTS ƌepositoƌLJ should ďe ƌeǀieǁed as aŶ edžaŵple.
ϱϲ EŶsuƌe that out of sĐope aĐ漄ǀi漄es ǁith ƌespeĐt to ĐoŶtƌaĐted SOW aƌe doĐuŵeŶted aŶd shaƌed ǁith DU head aŶd AĐĐouŶt ŵaŶageƌ.
I Modified ϭ. VeƌifLJ foƌ the HOTS
DoĐuŵeŶt/PƌojeĐt HaŶdoǀeƌ pƌoĐess. Ϯ. VeƌifLJ appƌoǀed HOTS doĐuŵeŶt aŶd its ĐuƌƌeŶt usage

I Modified ϭ. Out of sĐope tƌaĐkeƌ

Ϯ. VeƌifLJ Appƌoǀal Mail fƌoŵ DU head aŶd AĐĐouŶt MaŶageƌ

PROJECT MANAGEMENT HCL‐

MaŶdatoƌLJ
PROJECT MANAGEMENT HCL‐
MaŶdatoƌLJ
OŶgoiŶg
OŶgoiŶg
SeƌǀiĐe
ϱϳ EŶsuƌe that ĐoŶ漄Ŷual iŵpƌoǀeŵeŶt I Modified ϭ. AĐ漄oŶ plaŶ Ŷeeds to ďe pƌepaƌed
CSAT HCL‐
MoŶthlLJ
DeliǀeƌLJ
plaŶs aƌe Đƌeated/ ƌeǀieǁed
peƌiodiĐallLJ ďLJ DU Heads to iŵpƌoǀe A‐CSAT sĐoƌe
eǀeŶ though oǀeƌall taƌget is aĐhieǀed
ďut sĐoƌe is less thaŶ sĐale oŶ paƌaŵeteƌs aŶd ďased oŶ the ĐoŵŵeŶts shaƌed ďLJ the Đustoŵeƌ
Ϯ. VeƌifLJ foƌ the A‐CSAT aĐ漄oŶ PlaŶ ϯ. VeƌifLJ ǁhetheƌ aĐ漄oŶ plaŶ is IŵpleŵeŶted as peƌ taƌget date
MaŶdatoƌLJ
SeƌǀiĐe
ϱϴ IŵpleŵeŶt aŶd tƌaĐk SIP & CIP. Get I Modified ϭ. VeƌifLJ if SIP/CIP plaŶ edžists
SIP HCL‐
MoŶthlLJ
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
sigŶ‐off fƌoŵ Đustoŵeƌ ǁheƌeǀeƌ it
is appliĐaďle aŶd shoǁĐase iŵpƌoǀeŵeŶts ǁith aĐ漄ǀe iŶǀolǀeŵeŶt of SLM ;if assigŶed to aĐĐouŶtͿ aŶd SDM.
ϱϵ EŶsuƌe deliǀeƌLJ oƌgaŶiza漄oŶ is aǁaƌe of aŶLJ Ŷeǁ ƌoll‐ outs/ĐhaŶges iŶ the Đustoŵeƌ eŶǀiƌoŶŵeŶt to eŶaďle seƌǀiĐe ƌeadiŶess
Ϯ. VeƌifLJ foƌ the Đustoŵeƌ sigŶ off if
appliĐaďle
ϯ. VeƌifLJ pƌojeĐt pƌogƌess aŶd iŵpƌoǀeŵeŶts aĐhieǀed
I Edžis漄Ŷg ϭ. VeƌifLJ details of iŶ‐flight pƌojeĐts that
ǁill ďe tƌaŶsi漄oŶed to opeƌa漄oŶ aŶd ŵade aǀailaďle ďLJ Đustoŵeƌ oŶ a ƋuaƌteƌlLJ ďasis
Ϯ. VeƌifLJ foƌ iŶ‐flight pƌojeĐt tƌaĐkeƌ ϯ. VeƌifLJ aǁaƌeŶess ǁith deliǀeƌLJ oƌgaŶiza漄oŶ leads
ϰ. VeƌifLJ if RDU haǀe updated the OMC oŶ ĐhaŶges ĐoŵiŶg due to teĐhŶologLJ, stƌuĐtuƌe etĐ.
MaŶdatoƌLJ
AWARENESS HCL‐
MaŶdatoƌLJ
OŶgoiŶg
SeƌǀiĐe ϲϬ TeĐhŶiĐal Audits of 漄Đkets aƌe I Edžis漄Ŷg ϭ. VeƌifLJ if teĐhŶiĐal ;Both seƌǀiĐe ŵaŶageŵeŶt as ǁell AUDITING
DeliǀeƌLJ as DoŵaiŶ speĐifiĐ
ĐoŶduĐted aŶd fiŶdiŶgs shaƌed
like uŶidž,ǁiŶtel,stoƌage etĐ.Ϳaudit of
 漄Đkets is happeŶiŶg iŶ OMC
Ϯ. VeƌifLJ foƌ the 漄Đket Audit Repoƌt of
the ŵoŶth
ϯ. FiŶdiŶg shaƌed ǁith all ĐoŶĐeƌŶed
ϰ. Reŵedial aĐ漄oŶ plaŶ to iŵpƌoǀe
ideŶ漄fied gap
ϱ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied
aĐ漄oŶs aŶd peƌfoƌŵaŶĐe
iŵpƌoǀeŵeŶts
ϲ. Coƌƌelate ĐoŵplaiŶts ƌeĐd ǁith the
teĐhŶiĐal Audits
ϳ. Saŵple size‐ ϯϬ% of DailLJ ǀoluŵe oƌ
ϭϬϬ 漄Đkets ǁhiĐh eǀeƌ is loǁeƌ
SeƌǀiĐe
DeliǀeƌLJ
SeƌǀiĐe DeliǀeƌLJ
ϲϭ EŶsuƌe that aĐĐouŶt dƌiǀes the
autoŵa漄oŶ iŶ all possiďle aǀeŶues aŶd ƌepoƌ漄Ŷg is autoŵated ǁheƌeǀeƌ appliĐaďle
ϲϮ EŶsuƌe that all NoŶ‐FiŶaŶĐial SLAs aŶd KPIs aƌe ŵet
I Modified ϭ.VeƌifLJ if autoŵa漄oŶ oppoƌtuŶi漄es aƌe
ideŶ漄fied aŶd tƌaĐkeƌ ŵaiŶtaiŶed to ŵoŶitoƌ pƌogƌess
Ϯ.VeƌifLJ the Ŷuŵďeƌ of ƌepoƌts pƌepaƌed iŶ the ŵoŶth aŶd out of theŵ hoǁ ŵaŶLJ aƌe autoŵated

ϯ. VeƌifLJ foƌ the ďeŶefit ƌealized ďased oŶ the autoŵa漄oŶ

I Neǁ ϭ. VeƌifLJ if all NoŶ‐FiŶaŶĐial SLAs aŶd
KPIs aƌe ƌepoƌted as peƌ defiŶed MSA/SOW
Ϯ. Reǀieǁ if all NoŶ FiŶaŶĐial SLAs aŶd KPIs aƌe ŵet

AUTOMATION HCL‐
MaŶdatoƌLJ
SLA CoŶtƌaĐt
MaŶdatoƌLJ
OŶgoiŶg
OŶgoiŶg
People ϭ MaiŶtaiŶ aŶd update StaffiŶg Sheet C Modified ϭ. VeƌifLJ ǁhetheƌ staffiŶg sheet is
PEOPLE MANAGEMENT HCL‐
MoŶthlLJ
ǁith latest details iŶĐludiŶg skills
;EŵploLJees detail, loĐa漄oŶ, tƌaĐk, ĐoŶtaĐt Ŷo., etĐ.Ϳ
People Ϯ NoŵiŶa漄oŶ to aĐadeŵies aŶd
EdžĐeleƌatoƌ pƌogƌaŵ
pƌepaƌed foƌ all the eŵploLJees ǁith all
the details like eŵeƌgeŶĐLJ phoŶe, tƌaĐk,Ŷo,loĐa漄oŶ,skills
Ϯ. VeƌifLJ it ǁith RA
džis漄Ŷg ϭ.VeƌifLJ the Ŷuŵďeƌ of ŶoŵiŶa漄oŶs foƌ
AĐadeŵies aŶd edžĐeleƌatoƌ pƌogƌaŵs. Ϯ.VeƌifLJ foƌ the tƌaĐkeƌ foƌ eligiďle ƌesouƌĐes
MaŶdatoƌLJ
PEOPLE MANAGEMENT HCL‐
MaŶdatoƌLJ
OŶgoiŶg
People ϯ Reǀieǁ ƌesouƌĐe pƌoduĐ漄ǀitLJ
ƌepoƌt eaĐh ŵoŶth aŶd ƌeĐogŶize the taleŶt. Tag ƌesouƌĐes as "Cƌi漄Đal to Opeƌa漄oŶ/pƌojeĐt", "GoǀeƌŶaŶĐe Role", aŶd Nedžt GeŶeƌa漄oŶ / YouŶg GeŶeƌa漄oŶ Lea
C Modified ϭ. VeƌifLJ foƌ the PƌoduĐ漄ǀitLJ ƌepoƌt of
all ƌesouƌĐes
Ϯ. VeƌifLJ foƌ Tagged list
ϯ. VeƌifLJ ƋuaƌteƌlLJ assessŵeŶt ƌepoƌt aŶd ǀeƌifLJ ǁhetheƌ it is shaƌed ǁith DU/RDU.
CAPACITY
MANAGEMENT
HCL‐
MaŶdatoƌLJ
MoŶthlLJ
People ϰ EŶsuƌe skip leǀel ŵee漄Ŷgs aƌe C Modified ϭ.VeƌifLJ foƌ ECP;EŵploLJee CoŶŶeĐt GENERAL
 ĐoŶduĐted at all appliĐaďle leǀels Poƌtal. ƌepoƌt/ECP is updated.
aŶd ECP is updated. Keep DU/ RDU Ϯ. VeƌifLJ feǁ saŵples foƌ ĐoŵpliaŶĐe
ϯ. Skip leǀel Ŷeeds to ďe ĐoŶduĐted at
Head iŶfoƌŵed iŶ all possiďle dƌi간s

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aŶd aᘅ ƌi漄oŶ Ŷuŵďeƌs ;if aŶLJͿ

least oŶĐe iŶ ϲ ŵoŶths foƌ a ƌesouƌĐe
ϰ. VeƌifLJ foƌ the skip leǀel up to DU head
People ϱ EŶsuƌe DoĐuŵeŶted CoƌƌeĐ漄ǀe aĐ漄oŶ aƌe C Edžis漄Ŷg • VeƌifLJ that if aŶ HuŵaŶ Eƌƌoƌ happeŶed foƌ a paƌ HEA
tƌaĐked foƌ all ƌepoƌted 漄Đulaƌ ŵoŶth theŶ
HuŵaŶ Eƌƌoƌ iŶstaŶĐes. RCA ƌepoƌt aƌe uploaded oŶ the HEA
poƌtal ďefoƌe ϭϱth of the folloǁiŶg
ŵoŶth
• VeƌifLJ that if aŶ HuŵaŶ Eƌƌoƌ has Ŷot
ďeeŶ ƌepoƌted foƌ a paƌ漄Đulaƌ ŵoŶth,
theŶ also pƌeǀious RCA aĐ漄oŶ iteŵs aƌe
Đlosed as peƌ taƌgeted dates
• VeƌifLJ that the RCA ƌepoƌt ǁas shaƌed
ǁith the Đustoŵeƌ aloŶg ǁith taƌgeted
dates foƌ Đlosuƌe
People ϲ EŶsuƌe aǁaƌeŶess of teaŵ I Edžis漄Ŷg ϭ. VeƌifLJ ǁith teaŵ ŵeŵďeƌs foƌ the HEA
ŵeŵďeƌs aƌouŶd HuŵaŶ Eƌƌoƌ aǁaƌeŶess aďout HuŵaŶ Eƌƌoƌ
aǀoidaŶĐe stƌategies ;e.g. aǀoidaŶĐe pƌogƌaŵ.
TeĐhŶologLJ/pƌoĐess flLJeƌs, Ϯ. VeƌifLJ foƌ HuŵaŶ Eƌƌoƌ FlLJeƌs iŶ the
dashďoaƌds, aǁaƌeŶess sessioŶs, OMC.
paƌ漄Đipa漄oŶ iŶ tƌaiŶiŶgs etĐ.Ϳ
People ϳ EŶsuƌe ƌesouƌĐe pLJƌaŵid as peƌ
ĐoŵpaŶLJ Ŷoƌŵs. EŶsuƌe GET ďillaďilitLJ iŶ sLJsteŵ ǁithiŶ ϲ ŵoŶths of joiŶiŶg. EŶsuƌe PMT u漄liza漄oŶ as peƌ ĐoŵpaŶLJ Ŷoƌŵs
People ϴ TƌaiŶiŶg CaleŶdaƌ aǀailaďle aŶd
Ϯ. VeƌifLJ foƌ the HEA e‐leaƌŶiŶg tƌaiŶiŶg
Đoŵple漄oŶ ƌeĐoƌds.
I Modified ϭ. VeƌifLJ foƌ the ƌesouƌĐe ƌelated Ŷoƌŵs
foƌ PLJƌaŵid, GET ďilliŶg aŶd PMT u漄liza漄oŶ
Ϯ. VeƌifLJ foƌ ĐoŵpliaŶĐe status

ϯ. IŶ Đase of ǀaƌiaŶĐe ǀeƌifLJ foƌ ƌeŵedial aĐ漄oŶ plaŶ

I Modified ϭ. VeƌifLJ foƌ the tƌaiŶiŶg CaleŶdaƌ
PEOPLE MANAGEMENT HCL‐
MaŶdatoƌLJ
TRAINING/COMPETENCY HCL‐
OŶgoiŶg
OŶgoiŶg
updated. TƌaiŶiŶg Ŷeeds should ďe
ideŶ漄fied foƌ ƌesouƌĐes usiŶg ĐoŵpeteŶĐLJ ŵatƌidž ;TNIͿ. EŶsuƌe tƌaiŶiŶg ƌeĐoƌds aƌe ŵaiŶtaiŶed aŶd effeĐ 漄ǀeŶess of tƌaiŶiŶgs is ŵeasuƌed.
Ϯ. VeƌifLJ ǁhetheƌ tƌaiŶiŶg Ŷeeds aƌe
ideŶ漄fied foƌ ƌesouƌĐes usiŶg ĐoŵpeteŶĐLJ ŵatƌidž ;edžis漄Ŷg aŶd ƌeƋuiƌed skillsͿ
ϯ. VeƌifLJ foƌ the tƌaiŶiŶg ƌeĐoƌds foƌ the tƌaiŶiŶgs doŶe
ϰ. VeƌifLJ ƌeĐoƌds ƌelated to effeĐ漄ǀeŶess of the tƌaiŶiŶg
MATRIX
MaŶdatoƌLJ
People ϵ EŶsuƌe teaŵs' iŶǀolǀeŵeŶt iŶ I Modified ϭ. VeƌifLJ foƌ aŶLJ ŵail EMPLOYEE CONNECT
Đustoŵeƌ ǁalk‐thƌoughs. IŶǀolǀe ĐoŵŵuŶiĐa漄oŶ/TƌaĐkeƌ foƌ the
teaŵ iŶ teĐhŶiĐal gƌoup iŶǀolǀeŵeŶt iŶ Đustoŵeƌ ǁalkthƌough
disĐussioŶs, eŶsuƌe appoiŶtŵeŶts/ aŶd TeĐhŶiĐal gƌoup disĐussioŶ.
sĐhedule to ŵeet Teaŵ ŵeŵďeƌs Ϯ. VeƌifLJ ǁith the teaŵ ŵeŵďeƌs foƌ
 oŶ flooƌ to ŵaiŶtaiŶ aĐĐessiďilitLJ.
People ϭϬ Paƌ漄Đipate iŶ HRV ŵee漄Ŷg to
kŶoǁ teaŵ ĐoŶĐeƌŶs / issues / ƌota漄oŶs / pƌogƌess ĐheĐk of Ŷeǁ ƌeĐƌuits ǁithiŶ AĐĐouŶts
People ϭϭ FuŶ AĐ漄ǀi漄es, Teaŵ Get‐Togetheƌ,
AŶ漄‐stƌess aĐ漄ǀi漄es, etĐ.
People ϭϮ Read ǁhite papeƌs oŶ Ŷeǁ
teĐhŶologies ;at least those ƌeleǀaŶt to the ǁoƌk doŶe iŶ the AĐĐouŶt Ϳ & also ĐheĐk ǁheƌe it is ďeiŶg used iŶ otheƌ eŶgageŵeŶts, so that LJou ĐaŶ paƌ 漄Đipate iŶ Đusto
flooƌ ŵee漄Ŷg ǁith the SDM
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the ŵiŶutes of ŵee漄Ŷgs shaƌed ďLJ HRV
Ϯ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶ
I Edžis漄Ŷg VeƌifLJ ǁith Teaŵ ŵeŵďeƌs foƌ the FuŶ
AĐ漄ǀi漄es, Teaŵ Get‐Togetheƌ, AŶ漄‐ stƌess aĐ漄ǀi漄es, etĐ.
I Edžis漄Ŷg VeƌifLJ ǁith the teaŵ ŵeŵďeƌ if theLJ
haǀe ƌeĐeiǀed the Ŷeǁs leᘅeƌ fƌoŵ TEG/TƌaĐk lead aŶd ƌead the ĐoŶteŶt

GENERAL HCL‐
MaŶdatoƌLJ
TEAM BULIDING HCL‐
MaŶdatoƌLJ
GENERAL HCL‐
MaŶdatoƌLJ
MoŶthlLJ
MoŶthlLJ MoŶthlLJ
FiŶaŶĐials ϭ EŶsuƌe aĐĐuƌate ďilliŶg as peƌ
agƌeed teƌŵs appƌoǀed ďLJ fiŶaŶĐe eaĐh ŵoŶth. Pƌoǀide RDU Head aĐkŶoǁledgŵeŶt/ appƌoǀal if ǀaƌiaŶĐe is less thaŶ ϱ% aŶd GEO Head if it is ŵoƌe thaŶ ϱ%.
FiŶaŶĐials Ϯ Woƌk ǁith FiŶaŶĐe to eŶsuƌe that
CIM ;CoŶtƌaĐt IŶput ModuleͿ is updated ǁith ĐoƌƌeĐt ďillaďle Ŷuŵďeƌs tƌaĐk ǁise.
FiŶaŶĐials ϯ Reǀieǁ ďudget ǀs. aĐtual Đost &
aŶalLJze the deǀia漄oŶ aŶd plaŶ ĐoƌƌeĐ漄ǀe aĐ漄oŶ as ŶeĐessaƌLJ
FiŶaŶĐials ϰ EŶsuƌe, ǁheƌe appliĐaďle, tƌaǀel,
tƌaiŶiŶg aŶd ĐoŵŵuŶiĐa漄oŶ Đosts aƌe ďilled to the Đustoŵeƌ. These Đould ďe tƌaǀel ǁithiŶ IŶdia,
C Modified As peƌ SDM BILLING HCL‐
MaŶdatoƌLJ
C Edžis漄Ŷg As peƌ SDM CIM HCL‐ MaŶdatoƌLJ
I Edžis漄Ŷg As peƌ SDM BUDGET HCL‐ MaŶdatoƌLJ
I Edžis漄Ŷg As peƌ SDM BILLING HCL‐ MaŶdatoƌLJ
MoŶthlLJ
MoŶthlLJ
MoŶthlLJ
MoŶthlLJ
offshoƌe to oŶsite, oŶsite to
offshoƌe, tƌaǀel ǁithiŶ the GEO,

79 Đustoŵeƌ's Ŷeǁ ƌeƋuiƌeŵeŶts etĐ., FiŶaŶĐials ϱ EŶsuƌe addi漄oŶal BW pƌoǀided,

Capedž iŶǀestŵeŶts aƌe ďased oŶ
ĐoŶtƌaĐtual ĐoŵŵitŵeŶts aŶd if Ŷot theŶ GEO Head appƌoǀal eŵail is ƌeƋuiƌed foƌ all ŶoŶ‐ďudgeted

80 liŶe iteŵs.
I Modified As peƌ SDM PIP HCL‐
MaŶdatoƌLJ
MoŶthlLJ
IŶteƌŶal
CoŵpliaŶĐe
81
IŶteƌŶal CoŵpliaŶĐe
82
IŶteƌŶal CoŵpliaŶĐe
ϭ Update RA Module ƌegulaƌlLJ to
eŶsuƌe ƌesouƌĐes deploLJed iŶ AĐĐouŶt aƌe aĐĐuƌatelLJ ƌefleĐted iŶ the iŶteƌŶal sLJsteŵs. No ƌesouƌĐes to ďe iŶ uŶassigŶed pool
 Ϯ IdeŶ漄fiĐa漄oŶ of teaŵ ŵeŵďeƌs to ďe ŵoǀed / Rotated foƌ Đaƌeeƌ pƌogƌessioŶ / Joď ƌota漄oŶs
ϯ EŶsuƌe aŶ漄ǀiƌus is updated oŶ all PCs & laptops aŶd USB poƌt disaďled ;edžĐept foƌ Đustoŵeƌ appƌoǀed iŵages Ϳ iŶ all PCs. EŶsuƌe all desktop/laptops ĐoŶŶeĐts ǁith Đ
C Edžis漄Ŷg ϭ.VeƌifLJ foƌ the uŶassigŶed ƌesouƌĐes iŶ
OMC. This is to ďe ǀeƌified fƌoŵ the folloǁiŶg liŶk MLJhĐl.iŶ→UseƌŶaŵe/Passǁoƌd MLJ TƌaŶsaĐ漄oŶ→MLJ PƌojeĐts Poƌtal→ResouƌĐe AssigŶa漄oŶ. OŶĐe sheet ǁill opeŶ it ĐaŶ ďe Đoŵpaƌed ǁit
Ϯ. VeƌifLJ if ResouƌĐe edžit is updated iŶ the RA as ǁell as all off ďoaƌdiŶg aĐ漄ǀi漄es aƌe Đoŵpleted iŶ TOS
ϯ. VeƌifLJ peƌfoƌŵaŶĐe tƌeŶd ƌelated to assigŶed/uŶassigŶed pool

džis漄Ŷg ϭ. VeƌifLJ foƌ Rota漄oŶ tƌaĐkeƌ oƌ otheƌ

ŵeaŶs of tƌaĐkiŶg ŵoǀeŵeŶt/ƌota漄oŶ. Ϯ. VeƌifLJ the ƌota漄oŶ taƌget ďeiŶg ŵet.
aĐhieǀeŵeŶt

C Modified ϭ.PiĐk aŶLJ saŵple aŶd ǀeƌifLJ the saŵe

thƌough the ďeloǁ ŵeŶ漄oŶed path CoŶtƌol PaŶel‐>PeƌfoƌŵaŶĐe & MaiŶteŶaŶĐe‐>SLJsteŵ‐>Haƌdǁaƌe‐
>DeǀiĐe MaŶageƌ‐>USB.
If ŵouse is ĐoŶŶeĐted thƌough USB

PEOPLE MANAGEMENT HCL‐

MaŶdatoƌLJ
PEOPLE MANAGEMENT HCL‐
MaŶdatoƌLJ
INFOSEC HCL‐
MaŶdatoƌLJ
OŶgoiŶg
OŶgoiŶg
OŶgoiŶg
theŶ
Go to Staƌt‐>CliĐk RuŶ‐>TLJpe Regedit‐
>CliĐk HKEY_LoĐal_ MaĐhiŶe‐>CliĐk
sLJsteŵ‐>CliĐk ĐuƌƌeŶt ĐoŶtƌol set‐>CliĐk
seƌǀiĐes‐>UŶdeƌ seƌǀiĐes VeƌifLJ if USB
stoƌ foldeƌ is ǀisiďle if it is ǀisiďle that
ŵeaŶs USB is eŶaďled
To Đƌoss ǀeƌifLJ ĐliĐk USBstoƌ
ĐliĐk staƌt‐>ǀalue data ǁill appeaƌ VeƌifLJ
ǀalue if it’s ϯ that ŵeaŶs USB is eŶaďled
aŶd if ϰ that ŵeaŶs it’s disaďled
Ϯ.PiĐk feǁ saŵples aŶd ǀeƌifLJ its pƌeseŶĐe iŶ patĐhiŶg ĐoŶsole.
83
IŶteƌŶal ϰ EŶsuƌe all Custoŵeƌ / IŶteƌŶal C Modified ϭ. VeƌifLJ foƌ the aǁaƌeŶess aŶd
CoŵpliaŶĐe ŵee漄Ŷgs ĐoŵpliaŶĐe to iŶfƌa deliǀeƌLJ GoǀeƌŶaŶĐe
;DailLJ/WeeklLJ/MoŶthlLJ/QuaƌteƌlLJ/ Bi‐AŶŶual/ AŶŶual StƌategiĐ Boaƌd ŵee漄Ŷg sĐhedule aŶd paƌ漄Đipa漄oŶ
Ϯ. VeƌifLJ foƌ the foƌŵal MiŶutes of the
ŵee漄ŶgsͿ aƌe doŶe iŶ aĐĐoƌdaŶĐe to 'IŶfƌa DeliǀeƌLJ GoǀeƌŶaŶĐe' ǁith
ŵee漄Ŷg aŶd its ĐiƌĐula漄oŶ
the defiŶed leǀel of paƌ漄ĐipaŶts
ϯ. VeƌifLJ foƌ the aĐ漄oŶ iteŵ aŶd its
Đlosuƌe as peƌ taƌget date

aŶd all aĐ漄oŶ poiŶts Đlosed as peƌ

84 taƌget date
IŶteƌŶal ϱ Whetheƌ all Seǀ ϭ esĐala漄oŶ C Edžis漄Ŷg ϭ. VeƌifLJ foƌ the Ŷuŵďeƌ of Seǀ ϭ ƌelated GOVERNANCE
CoŵpliaŶĐe ŵee漄Ŷgs/ BƌeaĐh/Custoŵeƌ esĐala漄oŶs.
esĐala漄oŶ at edžeĐu漄ǀe leǀel Ϯ. VeƌifLJ foƌ the Nuŵďeƌ of
iŶteƌŶal ŵee漄Ŷgs aƌe doŶe iŶ BƌeaĐh/Custoŵeƌ esĐala漄oŶ at
aĐĐoƌdaŶĐe to 'IŶfƌa DeliǀeƌLJ edžeĐu漄ǀe leǀel
GoǀeƌŶaŶĐe' ǁith the defiŶed leǀel
of paƌ漄ĐipaŶts aŶd all aĐ漄oŶ poiŶts

85 Đlosed as peƌ taƌget date

ϯ. VeƌifLJ foƌ the foƌŵal MiŶutes of the
ŵee漄Ŷg aŶd its ĐiƌĐula漄oŶ.
Đlosuƌe as peƌ taƌget date.
IŶteƌŶal ϲ Whetheƌ LeaŶ IT CSI ĐheĐklist ;if C Modified LeaŶ Waǀe LEAN
CoŵpliaŶĐe appliĐaďleͿ is ŵaiŶtaiŶed aŶd ϭ. VeƌifLJ foƌ the LeaŶ CSI ĐheĐklist aŶd
Đoŵplete. Reǀieǁ ǁith LeaŶ IT CoE its ĐoŵpleteŶess
ĐoŶduĐted as defiŶed aŶd agƌeed Ϯ. EŶsuƌe Reǀieǁ ǁith GEO aŶd RDU
upoŶ ;ǁheƌeǀeƌ appliĐaďleͿ foƌ heads oŶ QuaƌteƌlLJ ďasis. EdžĐep漄oŶ
shoƌt teƌŵ/ Mid Teƌŵ/ LoŶg teƌŵ
taƌgets aŶd ĐoƌƌespoŶdiŶg iŵpƌoǀeŵeŶt aĐ漄oŶs to addƌess aŶLJ ƌelated ŶoŶ‐ĐoŵpliaŶĐes
ǁould ďe jus漄fiĐa漄oŶ ŵail foƌ Ŷot doiŶg
ƌeǀieǁ fƌoŵ GEO head. VeƌifLJ foƌ the MoŶthlLJ ƌeǀieǁ of CSI phase ǁith DU head.EdžĐep漄oŶ ǁould ďe jus漄fiĐa漄oŶ ŵail foƌ Ŷot doiŶg ƌeǀieǁ fƌoŵ RDU head.
ϯ. VeƌifLJ peƌfoƌŵaŶĐe aĐhieǀeŵeŶt agaiŶst shoƌt teƌŵ/ Mid Teƌŵ/ LoŶg teƌŵ taƌgets
LeaŶ Lite
ϭ.VeƌifLJ foƌ the LeaŶ CSI CheĐklist aŶd its

86

87

88

89

90

91
 92

93

94

ĐoŵpleteŶess.Filled CSI ĐheĐklist ǁill ďe

shaƌed ďLJ the OMC CSI SPOC eǀeƌLJ ŵoŶth as peƌ agƌeed 漄ŵeliŶes aŶd iŶ Đase saŵe is Ŷot shaƌed NC is to ďe ŵaƌked agaiŶst this paƌaŵeteƌ.
Ϯ. Reǀieǁ ǁith LeaŶ COE/RDU/DU head is NA
ϯ. Shoƌt teƌŵ aŶd LoŶg teƌŵ Taƌgets aƌe NA
IŶteƌŶal
ϳ SuďŵissioŶ/ sigŶoff oŶ the HuŵaŶ C Edžis漄Ŷg ϭ. VeƌifLJ foƌ the ƌepoƌ漄Ŷg ĐoŵpliaŶĐe
HEA HCL‐
MoŶthlLJ
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
Eƌƌoƌ AǀoidaŶĐe poƌtal
ϴ EŶsuƌe iŵpleŵeŶta漄oŶ of Doeƌ‐ CheĐkeƌ pƌoĐess foƌ all pƌoduĐ漄oŶ deǀiĐe ƌelated aĐ漄ǀi漄es
;ǁithiŶ Ϯϰhƌs iŶ Đase of Eƌƌoƌ oƌ sigŶ of
ďLJ ϲth of eǀeƌLJ ŵoŶth foƌ Ŷo eƌƌoƌ. ƌelated to HE ƌepoƌ漄Ŷg iŶ the poƌtal
Ϯ. VeƌifLJ foƌ the DU head appƌoǀal foƌ all suďŵiᘅed/sigŶ off eŶtƌies iŶ the poƌtal
C Edžis漄Ŷg ϭ. VeƌifLJ foƌ the Task list ǁhiĐh aƌe iŶ
sĐope

Ϯ. IŶ Đase of aŶLJ edžeŵp漄oŶ, appƌoǀals aƌe iŶ plaĐe as peƌ the ĐuƌƌeŶt GuideliŶes
ϯ. VeƌifLJ feǁ saŵples ƌelated to ĐhaŶge,iŶĐideŶt,SR aŶd Rou漄Ŷe MaiŶteŶaŶĐe oŶ pƌoduĐ漄oŶ deǀiĐes foƌ ĐoŵpliaŶĐe to Doeƌ ‐CheĐkeƌ pƌoĐess
ϰ. VeƌifLJ foƌ the Nuŵďeƌ of HuŵaŶ Eƌƌoƌs aŶd Đoƌƌelate ǁith the peƌfoƌŵaŶĐe/CoŵpliaŶĐe of Doeƌ‐ CheĐkeƌ pƌoĐess
MaŶdatoƌLJ
HEA HCL‐
MaŶdatoƌLJ
DailLJ
IŶteƌŶal
ϭϰ MaiŶtaiŶ aŶd puďlish OƌgaŶiza漄oŶ I Edžis漄Ŷg ϭ. VeƌifLJ if oƌgaŶiza漄oŶ Đhaƌt edžists
ORG STRUCTURE HCL‐
OŶgoiŶg
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
StƌuĐtuƌe iŶ the sLJsteŵ ǁith
ĐoƌƌeĐt ƌepoƌ漄Ŷg ƌela漄oŶships.
;AŶLJ Ŷeǁ ĐhaŶge should ƌefleĐt as aŶd ǁheŶ it happeŶsͿ
ϭϱ MaiŶtaiŶ the Risk Registeƌ aŶd ƌeĐoƌd all ideŶ漄fied ƌisk ƌela漄Ŷg to the pƌojeĐt iŶteƌŶal & edžteƌŶal, iŶĐludiŶg theiƌ ŵi漄ga漄oŶ plaŶ, status aŶd histoƌLJ aŶd eŶsu
ϭϲ EŶsuƌe ĐoŶtƌaĐts\AgƌeeŵeŶt ǁith supplieƌs aŶd ŵoŶitoƌiŶg of the peƌfoƌŵaŶĐe agaiŶst the SLAs is iŶ plaĐe. Edžaŵple SLAs ǁith LeaƌŶiŶg
& DeǀelopŵeŶt, Gloďal TeleĐoŵ, AdŵiŶ TƌaŶspoƌt etĐ.
 Ϯ. VeƌifLJ the oŶ ďoaƌdiŶg / off ďoaƌdiŶg
ĐhaŶges updated
ϯ. VeƌifLJ the ŵail ĐoŵŵuŶiĐa漄oŶ to ĐlieŶt a간eƌ ĐhaŶges
ϰ. Up to SDM leǀel OMC stƌuĐtuƌe should edžist & ŵiŶiŵuŵ SDM aŶd DRs should ďe added
I Modified ϭ. VeƌifLJ ǁhetheƌ ƌisk ƌegisteƌ is
ŵaiŶtaiŶed aŶd all ƌisks ƌelated to pƌojeĐt aƌe iŶĐluded iŶ the Risk ƌegisteƌ Ϯ. VeƌifLJ the aligŶŵeŶt ďetǁeeŶ OMC leǀel to tƌaĐk leǀel ƌisk aŶd ĐlieŶt faĐiŶg ƌisk

ϯ. Foƌ all the ƌisks VeƌifLJ ǁhetheƌ ŵi漄ga漄oŶ plaŶ is defiŶed aŶd oǁŶeƌ assigŶed
ϰ. Risk ƌegisteƌ Ŷeeds to ďe ƌeǀieǁed aŶd updated at least oŶĐe iŶ thƌee ŵoŶths oƌ ǁheŶeǀeƌ theƌe is a Ŷeǁ ƌisk ideŶ漄fied.
I Edžis漄Ŷg ϭ. VeƌifLJ doĐuŵeŶted OLAs ǁith
suppoƌt fuŶĐ漄oŶs/ ǀeŶdoƌs
Ϯ. PeƌfoƌŵaŶĐe agaiŶst OLAs is tƌaĐked ϯ. AĐ漄oŶ iteŵs aƌe Đaptuƌed iŶ Đase peƌfoƌŵaŶĐe is Ŷot as peƌ OLAs defiŶed
MaŶdatoƌLJ
RISK MANAGEMENT HCL‐
MaŶdatoƌLJ
VENDOR MANAGEMENT HCL‐
MaŶdatoƌLJ
QuaƌteƌlLJ
MoŶthlLJ
IŶteƌŶal
ϭϳ EŶsuƌe that ĐoŶ漄Ŷual iŵpƌoǀeŵeŶt I Modified ϭ. OŶĐe P‐CSAT ĐLJĐle is lauŶĐhed
CSAT HCL‐
MoŶthlLJ
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
plaŶs aƌe Đƌeated/ ƌeǀieǁed
peƌiodiĐallLJ ďLJ DU Heads to iŵpƌoǀe P‐CSAT sĐoƌe
ϭϴ EŶsuƌe that all ƌeƋuiƌed iŶfoƌŵa漄oŶ is updated aŶd stoƌed ĐoƌƌeĐtlLJ foƌ all edžteƌŶal audits oƌ Đustoŵeƌ ǀisits
auditoƌ Ŷeeds to audit P‐CSAT iŶi漄a漄oŶ
aŶd if Ŷot Đoŵplied theŶ appƌopƌiate edžeŵp漄oŶ is ŵaiŶtaiŶed. AŶLJ ǀiola漄oŶ Ŷeeds to ŵaƌked foƌ the P‐CSAT lauŶĐhed ŵoŶth aŶd theƌea간eƌ as Not AppliĐaďle ;NAͿǁith ƌeŵaƌks & aĐ 漄oŶ plaŶ
Ϯ. AĐ漄oŶ plaŶ Ŷeeds to ďe pƌepaƌed eǀeŶ though oǀeƌall taƌget is aĐhieǀed ďut sĐoƌe is less thaŶ sĐale oŶ paƌaŵeteƌs aŶd ďased oŶ the ĐoŵŵeŶts shaƌed ďLJ the Đustoŵeƌ
ϯ. VeƌifLJ foƌ the P‐CSAT aĐ漄oŶ PlaŶ ϰ. VeƌifLJ ǁhetheƌ aĐ漄oŶ plaŶ is IŵpleŵeŶted as peƌ taƌget date
I Edžis漄Ŷg ϭ. VeƌifLJ if aŶLJ edžteƌŶal audit oƌ
Đustoŵeƌ ǀisit has happeŶed
Ϯ. DoĐuŵeŶted fiŶdiŶg of Audit/ Đustoŵeƌ ǀisits

ϯ. All aĐ漄oŶs Đlosed as peƌ defiŶed 漄ŵeliŶes

EXTERNAL/CUSTOMER
AUDITS
MaŶdatoƌLJ
HCL‐
MaŶdatoƌLJ
OŶgoiŶg
IŶteƌŶal
ϭϵ EŶsuƌe that phLJsiĐal aĐĐess ĐoŶtƌol I Edžis漄Ŷg VeƌifLJ if PhLJsiĐal aĐĐess ĐoŶtƌol sLJsteŵ
INFOSEC HCL‐
DailLJ
CoŵpliaŶĐe
to AĐĐouŶt edžist aŶd is ǁoƌkiŶg as
desiƌed
edžist aŶd ďeiŶg folloǁed
MaŶdatoƌLJ
IŶteƌŶal ϮϬ EŶsuƌe that list of peƌsoŶs I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ list of peƌsoŶ INFOSEC HCL‐ MoŶthlLJ

95
96

97

98

99

100

101

102

103

104
 CoŵpliaŶĐe authoƌized to eŶteƌ AĐĐouŶt is
aǀailaďle aŶd ƌeǀieǁed peƌiodiĐallLJ foƌ geŶeƌiĐ aŶd shaƌed ID aĐĐess Đaƌds
authoƌized to eŶteƌ OMC is aǀailaďle
aŶd ƌeǀieǁed eǀeƌLJ ŵoŶth
Ϯ. VeƌifLJ ǁhetheƌ ƌepoƌt is seŶd ďLJ the AdŵiŶ teaŵ to the OMC/pƌepaƌed ďLJ OMC Đoŵpaƌe list ǁith the pƌeǀious ŵoŶth ƌepoƌt
ϯ. IŶ Đase OMC is shaƌed ǁith soŵe otheƌ OMC this paƌaŵeteƌ ǁill ďe NA
MaŶdatoƌLJ
IŶteƌŶal
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
Ϯϭ EŶsuƌe ƌegulaƌ aǁaƌeŶess sessioŶ
;at least oŶĐe iŶ thƌee ŵoŶthsͿ oŶ seĐuƌitLJ has ďeeŶ ĐoŶduĐted ďLJ AĐĐouŶt aŶd tƌaiŶiŶg ƌeĐoƌds aƌe aǀailaďle? ; All ƌesouƌĐes Ŷeeds to ďe tƌaiŶed at least oŶĐe iŶ
ϮϮ EŶsuƌe that eŵploLJees aƌe aǁaƌe aďout seĐuƌitLJ iŶĐideŶt ŵaŶageŵeŶt pƌoĐess
Ϯϯ EŶsuƌe eleĐtƌoŶiĐ seĐuƌitLJ is iŶ plaĐe ;Both ƌoďust passǁoƌd aŶd autoŵa漄Đ loĐkiŶg of the PCͿ
Ϯϰ CoƌƌeĐ漄ǀe aĐ漄oŶ takeŶ iŶ Đase of NoŶ‐CoŵpliaŶĐe iŶ aŶLJ of the LeaŶ IT Leǀeƌ ;ǁheƌeǀeƌ appliĐaďleͿ
I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ aǁaƌeŶess sessioŶ is
ĐoŶduĐted oŶ seĐuƌitLJ ĐoǀeƌiŶg HCL aŶd ClieŶt poliĐies at least oŶĐe iŶ thƌee ŵoŶths
Ϯ. All eŵploLJees Ŷeeds to ďe Đoǀeƌed at least oŶĐe iŶ a LJeaƌ, VeƌifLJ ƌeĐoƌds of the saŵe.

I Edžis漄Ŷg VeƌifLJ foƌ the aǁaƌeŶess of seĐuƌitLJ

iŶĐideŶt MaŶageŵeŶt pƌoĐess; PƌoĐeduƌe is aǀailaďle oŶ the shaƌe poiŶt poƌtal/IŶfoseĐ poƌtal.

I Edžis漄Ŷg ϭ. VeƌifLJ if theƌe is a defiŶed poliĐLJ foƌ

auto loĐkiŶg ďLJ Đustoŵeƌ else OMC Ŷeeds to folloǁ HCL poliĐLJ
Ϯ. VeƌifLJ foƌ the ĐoŵpliaŶĐe of passǁoƌd as peƌ GuideliŶes defiŶed ďLJ Đustoŵeƌ/HCL

I Modified ϭ. VeƌifLJ foƌ the CoƌƌeĐ漄oŶ aĐ漄oŶ takeŶ

iŶ Đase of NoŶ‐CoŵpliaŶĐe

Ϯ. VeƌifLJ foƌ the aĐ漄oŶ iteŵ tƌaĐkiŶg aŶd Đlosuƌe

INFOSEC HCL‐
MaŶdatoƌLJ
INFOSEC HCL‐
MaŶdatoƌLJ
INFOSEC HCL‐
MaŶdatoƌLJ
LEAN IT HCL‐
MaŶdatoƌLJ
QuaƌteƌlLJ
OŶgoiŶg
 DailLJ
OŶgoiŶg
IŶteƌŶal
CoŵpliaŶĐe
Ϯϱ EŶsuƌe that VC IŶdedž is >=ϲ/Foƌ
Idea tƌaĐkeƌ, EŶsuƌe the teaŵ logs ideas iŶ the Idea tƌaĐkeƌ foƌ Autoŵa漄oŶ/IŶŶoǀa漄oŶ/RuŶ the ďusiŶess/ChaŶge the ďusiŶess
I Edžis漄Ŷg As peƌ VCI pƌoĐess VCI HCL‐
MaŶdatoƌLJ
MoŶthlLJ
IŶteƌŶal
Ϯϲ EŶsuƌe that VCI PƌoĐess ĐoŵpliaŶĐe I Edžis漄Ŷg AppliĐaďle oŶlLJ foƌ >ϭϬK VCI HCL‐
OŶgoiŶg
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
is ŵet foƌ iŵpleŵeŶted ideas
ǁhiĐh haǀe ǀalue >$ϭϬϬϬϬ/EŶsuƌe that the appƌoǀed ideas iŶ Idea tƌaĐkeƌ foƌ Autoŵa漄oŶ/IŶŶoǀa漄oŶ/RuŶ the ďusiŶess/ChaŶge the ďusiŶess aƌe iŵpleŵeŶted
Ϯϳ EŶsuƌe that PRFs aƌe ƌaised iŶ 漄ŵelLJ ŵaŶŶeƌ foƌ all Ŷeǁ/aᘅƌi漄oŶ/ƌota漄oŶ posi漄oŶs aŶd pƌioƌi漄zed as peƌ the guideliŶes
Ϯϴ Reǀieǁ CAB Moǀe , AdhoĐ Repoƌt aŶd iŵpleŵeŶt ĐoƌƌeĐ漄ǀe ŵeasuƌes
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ PRF tƌaĐkeƌ aŶd its
ĐoŵpliaŶĐe to the edžis漄Ŷg guideliŶes oŶ 漄ŵeliŶess
Ϯ. VeƌifLJ foƌ the pƌioƌi漄za漄oŶ aŶd ĐoƌƌespoŶdiŶg esĐala漄oŶ to DU heads if appliĐaďle
I Edžis漄Ŷg ϭ.VeƌifLJ AdhoĐ ƌepoƌt
Ϯ.VeƌifLJ aĐ漄oŶ takeŶ oŶ adhoĐ ƌepoƌt/CAB ŵoǀe ;if ƌeƋuiƌedͿ
ϯ. VeƌifLJ peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶt tƌeŶd
MaŶdatoƌLJ
HR HCL‐
MaŶdatoƌLJ
TRANSPORT HCL‐
MaŶdatoƌLJ
OŶgoiŶg
DailLJ
IŶteƌŶal
Ϯϵ ReĐoŵŵeŶda漄oŶ;sͿ ŵade ďLJ DQA I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the peŶdiŶg aĐ漄oŶ iteŵ
GENERAL HCL‐
MoŶthlLJ
CoŵpliaŶĐe
IŶteƌŶal CoŵpliaŶĐe
teaŵ duƌiŶg the pƌeǀious ƌeǀieǁ is
iŵpleŵeŶted
ϯϬ MaiŶtaiŶ a ƌepositoƌLJ/ƌeĐoƌds foƌ all so간ǁaƌe liĐeŶses pƌoĐuƌed aŶd issued foƌ deploLJŵeŶt ďLJ the pƌojeĐt/OMC foƌ ǁhiĐh HCL is aĐĐouŶtaďle. As a paƌt of th
tƌaĐkeƌ updated ďLJ SDM
Ϯ. Maƌk this paƌaŵeteƌ "Red" if all pƌeǀious aĐ漄oŶ iteŵs aƌe Ŷot Đlosed
I Neǁ ϭ.PƌoduĐiŶg a So간ǁaƌe TƌaĐkiŶg
Ϳ ϳth Apƌil, Quaƌteƌ‐
Teŵplate issued ďLJ LMG, all the ĐoluŵŶs should ďe filled out ǁithout edžĐep漄oŶ aŶd shaƌed ďLJ eǀeƌLJ Quaƌteƌ‐ ϭ ;JaŶ‐Feď‐MaƌĐhďLJ
Ϯ ;Apƌil‐MaLJ‐JuŶeͿďLJ ϳth JulLJ, Quaƌteƌ‐ϯ
;JulLJ‐Aug‐SepͿďLJ ϳth OĐt aŶd foƌ Quaƌteƌ‐ϰ ;OĐt‐Noǀ‐DeĐďLJ
Ϳ ϳth JaŶ. Ϯ.VeƌifLJ if sLJsteŵ geŶeƌated ƌepoƌt foƌ the Tools used iŶ the aĐĐouŶt is shaƌed to LMG; LiĐeŶse MaŶageŵeŶt GƌoupďLJ
Ϳ ŵail
;Apƌil‐MaLJ‐JuŶeͿďLJ ϳth JulLJ, Quaƌteƌ‐ϯ

;JulLJ‐Aug‐SepͿďLJ ϳth OĐt aŶd foƌ Quaƌteƌ‐ϰ ;OĐt‐Noǀ‐DeĐďLJ Ϳ ϳth JaŶ. ϯ. VeƌifLJ if ƋuaƌteƌlLJ ReĐoŶĐilia 漄oŶ of pƌoĐuƌed ǀs deploLJed ƌepoƌt is ŵaiŶtaiŶed aŶd puďlished ǁith the
ƌeleǀaŶt status iŶ the giǀeŶ foƌŵat aŶd shaƌed ǁith LMG oŶĐe iŶ eǀeƌLJ Quaƌteƌ‐ ϭ ;JaŶ‐Feď‐MaƌĐhďLJͿ ϳth Apƌil, Quaƌteƌ‐ Ϯ ;Apƌil‐MaLJ‐JuŶeďLJ
Ϳ ϳth JulLJ, Quaƌteƌ‐ϯ
;JulLJ‐Aug‐SepͿďLJ ϳth OĐt aŶd foƌ Quaƌteƌ‐ϰ ;OĐt‐Noǀ‐DeĐďLJ
Ϳ ϳth JaŶ.

So간ǁaƌe Asset
MaŶageŵeŶt
MaŶdatoƌLJ
HCL
MaŶdatoƌLJ
OŶgoiŶg

IŶteƌŶal ϭ Highlight delaLJs iŶ ƌeĐƌuitŵeŶt
Suppoƌt ǁith speĐifiĐ iŵpaĐt due to ;ďilliŶg
loss , tƌaŶsi漄oŶ delaLJ, seƌǀiĐe
deliǀeƌLJ issues, CSAT issue etĐ., Ϳ
aŶd help DU Heads to pƌioƌi漄ze the
ϰ.VeƌifLJ if Naŵe aŶd ĐoŶtaĐt details of
the peƌsoŶ ƌespoŶsiďle foƌ
adŵiŶisteƌiŶg the so간ǁaƌe is
ŵaiŶtaiŶed aŶd highlighted iŶ the
ĐoŵpeteŶĐLJ ŵatƌidž aŶd shaƌed ǁith
LMG . This is to ďe ǀeƌified agaiŶst eŵail
ĐoŵŵuŶiĐa漄oŶ ŵaƌked to LMG, Ŷot
lateƌ thaŶ fiǀe ǁoƌkiŶg daLJs of the Ŷeǁ
joiŶeƌ ;So간ǁaƌe AdŵiŶ / SMEͿ
ϱ. IŶ Đase of aᘅƌi漄oŶ of the aďoǀe
ŵeŶ漄oŶed peƌsoŶ, theƌe should ďe KT
aŶd a KT doĐuŵeŶt sigŶed off aŶd
haŶded oǀeƌ to the peƌsoŶ takiŶg up
this ƌespoŶsiďilitLJ aŶd shaƌed ǁith LMG
I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the opeŶ PRF iŶ poƌtal HR
;SŵaƌtReĐƌuitͿfoƌ ageiŶg
Ϯ. VeƌifLJ if aŶLJ PRF pƌioƌi漄za漄oŶ is doŶe
ďased oŶ iŵpaĐt aŶalLJsis.
ϯ. VeƌifLJ foƌ the Folloǁ up ŵail

105

106

107

108

109

110
 111
IŶteƌŶal
PRFs
Ϯ TƌaĐkiŶg IŶǀeŶtoƌLJ aŶd pƌojeĐ漄Ŷg
ĐoŵŵuŶiĐa漄oŶ iŶĐase of delaLJ iŶ PRF.
ϰ. VeƌifLJ foƌ the Ŷuŵďeƌ of pƌofiles ƌeĐeiǀed
I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ ĐapaĐitLJ plaŶ is
ASSET MANAGEMENT HCL‐
Sidž‐
Suppoƌt
futuƌe ƌeƋuiƌeŵeŶts of IŶfƌa i.e.
PhoŶe, laptop, desktop, ǁoƌksta漄oŶ details, headset details, data Đaƌd etĐ.
aǀailaďle foƌ all the assets listed uŶdeƌ
iŶǀeŶtoƌLJ aŶd ƌeǀieǁed ƌegulaƌlLJ
Ϯ. VeƌifLJ ǁhetheƌ ĐapaĐitLJ plaŶŶiŶg foƌ OMC opeƌa漄oŶs is aǀailaďle aŶd is ďeiŶg ƌeǀieǁed ƌegulaƌlLJ foƌ adeƋuaĐLJ
ϯ. OMC Ŷeeds to ƌeǀieǁ ĐapaĐitLJ plaŶ at least oŶĐe iŶ Sidž ŵoŶths.
ϰ. VeƌifLJ foƌ the ideŶ漄fied ƌeŵedial aĐ漄oŶs aŶd its tƌaĐkiŶg 漄ll Đlosuƌe
MaŶdatoƌLJ MoŶthlLJ
IŶteƌŶal
Suppoƌt
IŶteƌŶal Suppoƌt
IŶteƌŶal Suppoƌt
ϯ AĐ漄ǀi漄es, sessioŶs plaŶŶed foƌ
teaŵ oŶ Đultuƌal seŶsi漄za漄oŶ ĐoŵpƌeheŶsiǀe oŶĐe iŶ a LJeaƌ
ϰ Aᘅ eŶdiŶg AdŵiŶ, TƌaŶspoƌt, IS IŶfƌa, TelĐo,L&D aŶd otheƌ ǀeŶdoƌ ŵee漄Ŷgs as ƌeƋuiƌed. SPOC should ďe defiŶed foƌ eaĐh of the ŵee漄Ŷgs
ϱ EŶsuƌe that aĐ漄oŶ is takeŶ agaiŶst SLA deǀia漄oŶ ǁith VeŶdoƌ aŶd RCA ƌepoƌt is ƌeĐeiǀed foƌ aŶLJ iŶĐideŶt;s Ϳ aŶd tƌaĐkeƌ is ŵaiŶtaiŶed
I Modified ϭ. VeƌifLJ foƌ MiŶutes of ŵee漄Ŷg/Mail
ĐoŵŵuŶiĐa漄oŶ foƌ aŶLJ sessioŶ plaŶŶed foƌ Đultuƌal SeŶsi漄za漄oŶ
Ϯ. All ƌesouƌĐes Ŷeeds to Đoŵplete this pƌogƌaŵ at least oŶĐe iŶ a LJeaƌ

I Edžis漄Ŷg ϭ. VeƌifLJ foƌ the Ŷuŵďeƌ of IŶteƌŶal

ǀeŶdoƌs appliĐaďle foƌ OMC

Ϯ. MiŶutes of ŵee漄Ŷg ǁith iŶteƌŶal ǀeŶdoƌ

I Edžis漄Ŷg ϭ. VeƌifLJ ǁhetheƌ ŵoŶitoƌiŶg of iŶteƌŶal
ǀeŶdoƌ peƌfoƌŵaŶĐe agaiŶst OLA is ďeiŶg doŶe aŶd RCA is ƌeĐeiǀed iŶ Đase of aŶLJ deǀia漄oŶ
Ϯ. IŶteƌŶal VeŶdoƌ ĐoŵplaiŶt ƌegisteƌ ǁith 漄ŵeliŶes aŶd aĐ漄oŶ PlaŶ
ϯ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶs aŶd peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶts
TRAINING HCL‐
MaŶdatoƌLJ
VENDOR MANAGEMENT HCL‐
MaŶdatoƌLJ
VENDOR MANAGEMENT HCL‐
MaŶdatoƌLJ
AŶŶual
MoŶthlLJ
OŶgoiŶg
IŶteƌŶal
Suppoƌt
ϲ EŶsuƌe op漄ŵized Ŷetǁoƌk laLJout
foƌ BaŶdǁidth aŶd VoiĐe ChaŶŶel u漄liza漄oŶ, ďased oŶ HCL guideliŶes. E.g.. ResouƌĐe ǀ/s VoiĐe ĐhaŶŶel ƌa漄o Ϯ:ϭ ;op漄ŵizedͿ oƌ ϯ:ϭ
;highlLJ op漄ŵizedͿ
Modified ϭ. VeƌifLJ foƌ HCL CuƌƌeŶt GuideliŶes oŶ
N/ǁ op漄ŵiza漄oŶ
Ϯ. VeƌifLJ If aŶLJ ƌeǀieǁ of ďaŶdǁidth aŶd ǀoiĐe ĐhaŶŶel u漄liza漄oŶ is doŶe as peƌ ĐuƌƌeŶt HCL guideliŶes
ϯ. VeƌifLJ foƌ the Đlosuƌe of ideŶ漄fied aĐ漄oŶs aŶd peƌfoƌŵaŶĐe iŵpƌoǀeŵeŶts
CAPACITY
MANAGEMENT
HCL‐
MaŶdatoƌLJ
MoŶthlLJ
 I J

Đh the SLA aŶd KPI. Also Đoƌƌelate ǁith ĐoŶtƌaĐtual SLA peƌfoƌŵaŶĐe of the ŵoŶth.
, ŵaƌk this paƌaŵeteƌ "Red"

alida漄oŶ is ƌeƋuiƌed. "Not DoŶe" if FiŶaŶĐial SLA ŵissed foƌ the ŵoŶth. Foƌ the Đases peŶaltLJ iŵposed iŶ a ŵoŶth foƌ pƌeǀious ŵoŶths aŶd Ŷo SLA ŵiss iŶ the ĐuƌƌeŶt ŵoŶth, auditoƌ shall ŵaƌk this paƌaŵeteƌ "DoŶ

SLA HCL‐ OŶgoiŶg

MaŶdatoƌLJ
 INCIDENT HCL‐ OŶgoiŶg
MANAGEMENT MaŶdatoƌLJ

HCL‐ OŶgoiŶg

aĐhieǀed ďLJ lookiŶg out foƌ ƌeĐuƌƌiŶg 漄Đkets aŶd tƌeŶds iŶ failuƌes.Ϳ

Ŷg Paƌeto/TƌeŶd aŶalLJsis

haŶge doesŶ’t tƌiggeƌ aŶLJ outage post its iŵpleŵeŶta漄oŶ.

ƌiteƌia ďefoƌe theLJ aƌe deploLJed iŶ ŵaiŶ liŶe suppoƌt ;TƌaiŶiŶg/ IŶduĐ漄oŶ doĐuŵeŶt/CheĐklist foƌ Ŷeǁ hiƌesͿ

ŶďoaƌdiŶg Studio Ϳ oƌ OMC speĐifiĐ tool ;if appliĐaďle Ϳ

d AppliĐa漄oŶ aĐĐess ƌeǀoked

aĐ漄oŶ plaŶ/ ŵi漄ga漄oŶ plaŶ defiŶed aŶd aĐkŶoǁledged to Đustoŵeƌ

ESCALATION HCL OŶgoiŶg
MaŶdatoƌLJ

SERVICE DESK HCL MoŶthlLJ

MaŶdatoƌLJ

SERVICE DESK HCL DailLJ

MaŶdatoƌLJ

SERVICE DESK HCL DailLJ

MaŶdatoƌLJ
ŵ ŵeŵďeƌs aŶd aŶLJ ŶoŶ‐ adheƌeŶĐe aƌe tƌaĐked aŶd ƌepoƌted.
ǁhLJ? What Ŷeeds to ďe doŶe to get this Đaptuƌed ahead of a useƌ ĐoŵplaiŶt?

aŶĐe iŵpƌoǀeŵeŶts
PROBLEM HCL OŶgoiŶg
MANAGEMENT MaŶdatoƌLJ
gŶ off is aǀailaďle foƌ all iŵpleŵeŶted ƌeleases

PATCHING HCL MoŶthlLJ

MaŶdatoƌLJ

DB is aĐĐuƌatelLJ ƌeĐoƌded
ets ƌeĐeiǀed foƌ the ƌestoƌa漄oŶ aŶd its suĐĐess ƌate

ed Ŷeeds to ďe ŵaiŶtaiŶed foƌ all tƌaĐks

SUPPLIER HCL‐ MoŶthlLJ

MANAGEMENT MaŶdatoƌLJ
CUSTOMER CoŶtƌaĐt DefiŶe MaŶdatoƌLJ
MANAGEMENT fƌeƋueŶĐLJ
oĐa漄oŶ of these doĐuŵeŶts

aŶageŵeŶt 漄Đket
aŶd all doĐuŵeŶts aƌe appƌoǀed

oŵŵiᘅ ee Mee漄Ŷg etĐ.,Ϳ

AUDITING HCL‐ DailLJ
MaŶdatoƌLJ
Nedžt GeŶeƌa漄oŶ / YouŶg GeŶeƌa漄oŶ Leadeƌs aŶd shaƌe ƋuaƌteƌlLJ assessŵeŶt ƌepoƌt ǁith DU/RDU Head to eŶsuƌe faiƌ appƌaisal

GENERAL HCL‐ MoŶthlLJ

MaŶdatoƌLJ
 HEA HCL‐ OŶgoiŶg
MaŶdatoƌLJ

HEA HCL‐ OŶgoiŶg

MaŶdatoƌLJ

ƌaiŶiŶgs is ŵeasuƌed.

EMPLOYEE CONNECT HCL‐ OŶgoiŶg

MaŶdatoƌLJ
eŶts, so that LJou ĐaŶ paƌ漄Đipate iŶ Đustoŵeƌ disĐussioŶs ǁheŶ plaŶŶed/ EŶaďle TƌaĐk leads/ teaŵ ŵeŵďeƌs to get edžposuƌe to Ŷeǁ teĐhŶologies.

d GEO Head if it is ŵoƌe thaŶ ϱ%.

. EŶsuƌe all desktop/laptops ĐoŶŶeĐts ǁith ĐoŶsole to ƌeĐeiǀe Đƌi漄Đal patĐhes

a漄oŶ. OŶĐe sheet ǁill opeŶ it ĐaŶ ďe Đoŵpaƌed ǁith the staffiŶg sheet aŶd ĐaŶ ďe ǀeƌified foƌ aŶLJ GETs/Neǁ joiŶees

GOVERNANCE HCL‐ DailLJ

MaŶdatoƌLJ

GOVERNANCE HCL‐ OŶgoiŶg

MaŶdatoƌLJ

LEAN HCL‐ OŶgoiŶg

MaŶdatoƌLJ
漄ga漄oŶ plaŶ, status aŶd histoƌLJ aŶd eŶsuƌe it is updated ƌegulaƌlLJ
As ǁith LeaƌŶiŶg
as Not AppliĐaďle ;NAͿǁith ƌeŵaƌks & aĐ 漄oŶ plaŶ foƌ Ŷedžt ĐLJĐle.
eŶts shaƌed ďLJ the Đustoŵeƌ

HCL‐ MoŶthlLJ
ouƌĐes Ŷeeds to ďe tƌaiŶed at least oŶĐe iŶ a LJeaƌͿ
haŶge the ďusiŶess aƌe iŵpleŵeŶted

ƌ ǁhiĐh HCL is aĐĐouŶtaďle. As a paƌt of this pƌoĐess theƌe shall ďe ƋuaƌteƌlLJ ƌeĐoŶĐilia漄oŶ stateŵeŶt to ďe puďlished as eǀideŶĐe

Ϳ ŵail oŶĐe iŶ eǀeƌLJ Quaƌteƌ‐ϭ ;JaŶ‐ Feď‐MaƌĐhďLJ

aƌed to LMG; LiĐeŶse MaŶageŵeŶt GƌoupďLJ Ϳ ϳth Apƌil, Quaƌteƌ‐Ϯ

is ŵaiŶtaiŶed aŶd puďlished ǁith the

h JulLJ, Quaƌteƌ‐ϯ
HR HCL‐ MoŶthlLJ
MaŶdatoƌLJ
t ŵoŶth, auditoƌ shall ŵaƌk this paƌaŵeteƌ "DoŶe" ǁith oďseƌǀa漄oŶ sta漄Ŷg the peŶaltLJ foƌ pƌeǀious ŵoŶth