Incident and Change Management

TCS SAP BASIS Team

September 2015

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AGENDA:

 Incident Management
 SLA Timeline
 Change Management
 Impact of AMEDUS on AI Tower

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Incident Management

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Incident Type
User Service Request:
Any request from user for information or for IT Service
Eg: Batch Job Schedule, Password Reset, Provide authorization

a. Type1 (Critical)
b. Type2(High)
c. Type3(Medium)
d. Type4(Low)

User Service Restoration:

Any abnormal behaviour in the system that impacts business continuity
Eg: System not available, Error in connection

a. Priority 1 (Critical)
b. Priority 2(High)
c. Priority 3(Medium)
d. Priority 4(Low)

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Application Type & SLA
Application Type
1. Gold: All Production Applications System

2. Silver: All Quality Application System

3. Bronze: All Development Application System

Incident SLA
  Resolve Resolve Resolve Resolve
  Severity 1 Severity 2 Severity 3 Severity 4
Expected: 90% in 12h,
Expected: 90% in 6h, 98% in Expected: 90% in 24h, Expected: 90% in 30h, 98% in 72h
98% in 16h
GOLD 12h 98% in 36h Minimum: 90% in 72h
Minimum: 90% in 16h
Minimum: 90% in 12h Minimum: 90% in 36h
Expected: 90% in 12h, 98% in Expected: 90% in 36h,
Expected: 90% in 20h, Expected: 95% within 5 BD AND
16h 98% in 56h
98% in 30h 100% with agreed fix date within
SILVER Minimum: 90% in 16h Minimum: 90% in 60h
Minimum: 90% in 24h 90 days
Minimum: 90% within 5 BD
Expected: 95% within 5
Expected: 90% in 16h, 98% in Expected: 90% in 36h, BD AND 100% with Expected: 95% within 30 BD AND
24h 98% in 56h agreed fix date within 90 100% with agreed fix date within
BRONZE
Minimum: 90% in 36h Minimum: 90% in 56h days 90 days
Minimum: 90% within 5 Minimum: 90% within 30 BD
BD

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Application Type & SLA
Service Request SLA
  TYPE 1 TYPE 2 TYPE 3 TYPE 4
Expected: 90% in 4 BD, 98% in 5
Expected: 90% in BD (or as otherwise agreed
Expected: 90% in 12h, 97%
RESOLVE 1h, 97% in 4h Expected: 90% in 2 BD, 98% in 3 BD between the Parties)
in 16h
TIME Minimum: 85% in Minimum: 85% in 2 BD Minimum: 85% in 4 BD (or as
Minimum: 90% in 16h
1h otherwise agreed between the
Parties)
Including but not limited to: Including but not limited to:
Including but not limited to:
New Starters & Name Changes, Access Access Control Requests
Disable Account Requests, Control Requests, Soft IMAC (Physical (Special), Standard Hardware
Including but not Soft IMAC (Remote attendance required), TML Gold / Orders, New Device Required
limited to: Deployment), Security Silver / Bronze Location Soft IMAC (e.g. time to install a new device
Assessment (Produce (Physical attendance required) from submission of request for
INCLUDES Password response to security issue or Standard Hardware Orders, New New Starters etc), TML Silver /
Resets, Urgent security request), e Trust- Device Required (e.g. time to install a Bronze Location New Device
Disable Account Access Control completion new device from submission of request Required (e.g. time to install a
Requests of user request (resolution of for New Starters etc), TML Gold new device from submission of
e Trust-Access Control Location New Device Required (e.g. request for New Starters etc), e
request), Request to support time to install a new device from Trust-Access Control activation
CIRT activity (1 BD) submission of request for New Starters ("Live State" from "Warning State"
etc), - 30 working days)

SLA Mapping in Remedy DCH: Based on Server Hostname

Network : Based on Location
EUS : Based on Location
Microsoft Office
Excel 97-2003 Worksheet AI : Based on Operational Category
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TTL Tower Structure
Impact of AMEDUS on AI Tower:
Change in incident and TTL tower structure due to AMEDUS

1. Enterprise Systems: Ram Verma

Applications: SAP R3,HCM,SCM,SRM,Warranty,Servigistics

2. Manufacturing Systems: Ram Verma

Applications: MES,IPMS

3. Web Systems and Portals: Ram Tanksale

Applications: CTF, Portal, Hope, VCM, Cordys

4. Analytics: Kishore Rawool

Applications: CRM,SAP BW

5. Siebel CRM: Ram Tanksale

Siebel Call center, Siebel Service
Microsoft Office
Excel Worksheet

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Change Management

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Type of Change
1. Standard Change
2. Emergency Change
3. Expedite Change
4. Normal Change
a. Minor Change
b. Medium Change
c. Major Change

Standard Change :

1. There is no service impact and downtime. Microsoft Excel

Worksheet

2. It is acceptable and low risk to business.

Note: Reference Number of Standard change need to be mentioned in RFC and

Remedy Tool.

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Type of Change
Emergency

1. Source of Emergency CR should be from and Incident.

2. If change is not implemented immediately it will have major impact to business

Note: All Emergency CR should be approved by Dr. Pawan Sharma. Without mail
the change cannot be implemented.

Expedite

1. Strong Business justification and need to implement the change in short

notice.

2. If change is not implemented immediately it will have major impact to

business

Note: Business justification mail should upload in CR . Approval process need to

be formalized later on post change implementation.

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Lead-time Matrix
Lead time is the minimum time between CR Raised Date and Schedule Start
Date.

One can raise the CR in Remedy as per the lead time matrix defined below and
keep the CR in Draft stage if you are awaiting some information/data from other
tower OR other service provider.

Once all the information/data are available, the same can be updated in the RFC
and attach it to CR and move the CR to next stage.

Normal Change (In Standard

Change Priority Expedited Change
Days) Change

Major 5 (120 Hrs) 0 0

Medium 4 (96 Hrs) 0 0
Minor 2 (48 Hrs) 0 0

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Prerequisites and Checklist
Pre-requisites:

1. Identify the Implementer

2. Discuss with Implementer for resource availability and planning
3. Prepare the RFC
4. Identify the Operational Category and the change coordinator
5. Find out the type of change(Normal/Standard/Expedite/Emergency)
6. Find the scheduled date of the change

Checklist :

1. RFC and required mails are attached in the work info.

2. Proper Ops. Category has been selected as per implementer team.
3. Implementer tower has been selected correctly.
4. Required CI and INC are added in the relationship tab.
5. Schedule Start Date is selected as per lead time matrix.
6. Proper Change type(Normal/Expedite/Emergency/Standard) is selected in tool
7. Server IP, Hostname and DC are mentioned in detail in Remedy
8. Attach the required pre-artifects.
9. Correct team has been selected as the Change Coordinator

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Tasks
CREATION OF TASK IN CR

1. Task can add only, if activity is mentioned in RFC plan. Otherwise raise
separate CR
2. In case of Master CR while creating task, customer approval mail has to add
in CR
3. Do not work on Task before schedule start date and schedule end date

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APPROVAL PROCESS CR
APPROVAL PROCESS CR:

1. TCS Change Manager

2. TCS Tower Lead
3. TML Tower Lead
4. TCS Change Manager Final Approval

IMP POINTS TO NOTE:

1. Change coordinator cannot start the activity without all approval in place.
2. Activity should not be started before schedule start date even though all approvals are
in place.
3. Post activity completion attach the required post artifects in the CR and complete the
CR.
4. CRB Approval required before cancelling any CR.
5. Change should be complete only , do not close the CR.
6. If any change got failed immediately inform to Change Manager.
7. There is no defined Lead time for Dev and QA Environments.

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APPROVAL PROCESS CR
Impact of AMEDUS on AI Tower:

Change in Transport CR by TTL due to AMEDUS

• Change Approver(Group)
• Functional Lead - ES A2R
• Technical Lead - ES A2R
• Application Manager - ES A2R
• Change Approval Board - ES A2R
• BPO - ES A2R
• QA Team - ES A2R
• UAT - ES A2R
• QC Team - ES A2R
• Change Control Board - ES A2R
• TCS Basis Infra Group - ES A2R

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Thank You!

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