BPS IT Support Model CBRE Steady State Support

BPS IT Support Model – CBRE Steady State Support Process DXC Proprietary and Confidential

Agenda 1. Support Engagement Process – DXC Operations users – CBRE users 05 2. Support Scope 06 – BPS In-scope Ventura Apps – Out of Scope 08 03 04 07 4. Support Coverage 15 – Support Hours & Contacts 5. Got Questions? 16 17 3. Support Processes 09 – Incident Management Process 10 – Incident TAT Matrix 11 – Incident Priority Definitions – UAM – i. DMS & KTM 13 – Other Support Services 12 14 DXC Proprietary and Confidential November 25, 2020 2

Support Engagement Process DXC Proprietary and Confidential November 25, 2020 3

How to engage BPS IT Support? DXC Operations/Delivery Center users • BPS Ops Users facing service degradation or interruption with BPS in-scope Ventura Applications? • BPS Ops User to contact the Super user or Supervisor to identify & eliminate if any functional or local issues such as PC issues, Network issues etc. . • BPS Super user/Supervisor to ensure only IT related incidents/requests are addressed to BPS Global Service desk • BPS Super User to Submit the request/Incident by completing the below embedded Incident reporting template and addressing it to BPS GSD via email • Instructions to be followed while sending the template: • Use below attached Incident/Issue reporting Spreadsheet • Fill in all mandatory fields which are marked with “*” • Send the spread sheet to BPS GSD by email • BPS GSD email Id: BPOGlobal. Servicedesk@dxc. com DXC Proprietary and Confidential November 25, 2020 4

How to engage BPS IT Support? CBRE Users • CBRE Ventura Users facing service degradation or interruption with BPS in-scope Ventura Applications? • CBRE users to ensure only Ventura Application related incidents/requests are addressed to BPS Global Service desk • CBRE User to Submit the request/Incident by completing the below embedded Incident reporting template and addressing it to BPS GSD via email • Instructions to be followed while sending the template: • Use below attached Incident/Issue reporting Spreadsheet • Fill in all mandatory fields which are marked with “*” • Send the spread sheet to BPS GSD by email • BPS GSD email Id: BPOGlobal. Servicedesk@dxc. com DXC Proprietary and Confidential November 25, 2020 5

Support Scope In-Scope Out of Scope DXC Proprietary and Confidential November 25, 2020 6

Support In-Scope S. No BPS Applications/Infra in Scope BPS Support Processes in Scope 1 Ventura Portal Incident Management process for BPS/Ventura Apps 2 Ventura i. DMS User Access Management - Application Fine Grain Security (FGS) 3 Ventura KTM (Kofax Transformation Module) HSIM (High Priority Incident Management Process) 4 Scheduled/Un-scheduled outage communication process 5 Incident reporting DXC Proprietary and Confidential November 25, 2020 7

Support Out of Scope for BPS IT Support 1. Hands-eyes (or) Desk side support for BPS Ops users 2. Business Data or Content related issues 3. Support for CBRE Applications and access related issues 4. CBRE SSO related support is not part of Ventura Support services DXC Proprietary and Confidential November 25, 2020 8

Support Processes Incident Management Process Incident TAT Matrix/Priority Definitions UAM – i. DMS & KTM CBRE Authorized Approvers DXC Proprietary and Confidential November 25, 2020 9

Incident Management Process DXC Proprietary and Confidential November 25, 2020 10

Incident TAT Matrix Priority P 1 P 2 P 3 P 4 Response time 20 min 30 min 4 hours 10 hours Update every 30 min 1 hour - - Target resolution time 4 hours 8 hours 1 day 5 days Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 11

Incident Priority Definitions • Priority 1 Critical impact - An Incident causing a complete interruption or extreme degradation of service delivery to the affected client, environment or business operation. Those affected cannot utilize affected services until service delivery is restored. • Priority 2 Major impact - An Incident causing a significant interruption or degradation of service delivery to the affected client, environment or business operation, though a contingency plan allows those affected to achieve partial functionality during the event. • Priority 3 Moderate impact - An Incident causing a moderate interruption or degradation of service delivery to the affected client, environment or business operation. While immediate impact is moderate, the risk for increased impact may be apparent. There may be an automated or manual contingency plan that allows those affected to achieve a level approaching normal service delivery during the event. • Priority 4 Minor impact - An Incident causing a minimal interruption or degradation of service delivery to the affected client, environment or business operation (includes single user issues). An automated or manual contingency plan may be available Note: Service requests will also be considered as Priority 4 Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 12

UAM : Application Fine Grain Security – Ventura i. DMS • This provides the role based Access to Ventura Applications • End users requiring i. DMS access need to fill in below attached FGS access request template and email it across BPS GSD • Users are requested to read the instructions Tab before start using the template • User details are to be entered in the Tab “Add users to FGS Groups” • If any user account need to be removed/deactivated, use the worksheet/Tab “Remove users from FGS Groups” • Users to obtain approval from authorized approvers (Refer next slide for the list of authorized approvers) • The completed template should be emailed to BPS GSD (BPOGlobalservicedesk@dxc. com) along with Manager’s Approval • The respective resolver group will fulfill the request and will get back end users upon completing the request Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 13

UAM : Authorized Approvers End Users List of Approvers Operations users at DXC delivery location Bangalore Supervisors (Or) respective Line Managers CBRE users GWSVentura. Project. Team@cbre. com (or) any of following melissa. spicer@cbre. com Emily. Holley@cbre. com Denyc. Yarbrough@cbre. com Sanjeev. Warrier@cbre. com Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 14

UAM : Kofax Transformation Module (KTP) • This access is required only for Operations users at DXC Delivery location (Bangalore) • End users requiring KTM access need to fill in below attached AD access request template and email it across BPS GSD • Users are requested to read the instructions Tab before start using the template • User details are to be entered in the Tab “Create Or Add users” • If any user account need to be removed/deactivated, use the worksheet “Delete Users” • Users to obtain approval from their Immediate Managers which is mandatory to process the request • The completed template should be emailed to BPS GSD (BPOGlobalservicedesk@dxc. com) along with Manager’s Approval • The respective resolver group will fulfill the request and will get back end users upon completing the request Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 15

Outage Communication Process Scheduled Outage Communications: • Any scheduled outages related to Ventura Applications will be updated under “News and Alerts” section of Ventura Portal Home page • The IT Account Lead will also have such information in advance who will in turn communicate with Business users Un-Scheduled Outage Communications: • Un-scheduled outages related Ventura Applications will be treated as High priority Incidents (P 1/P 2) and will be dealt with HSIM Process • The below identified stakeholders will be notified of the status updates on regular basis by BPS Global Service Desk Last Name Schoenber g Rao Mathew Rao Spicer Holley Warrier First Name Jeremy Venkata Rama Bruno Sreenivas Melissa Emily Sanjeev Business Phone +1. 650. 258. 4303 +91 (0)800. 032. 2829 Extn 31684 +91 (0)800. 032. 2829 Extn 32488 +91 (0)800. 032. 2829 Extn 31624 901 620 3052 901 620 3123 901 620 3157 Mobile Phone +1. 213. 804. 178 5 9886642459 9620899955 9886012765 901 652 6061 901 596 0827 901 237 1318 Email Address Role jeremy. schoenberg@dxc. com vrao 37@csc. com Bruno. Mathew@Asia. Xchanging. com Sreenivas. Rao. R@asia. xchanging. com Melissa. Spicer@cbre. com emily. holley@cbre. com Sanjeev. Warrier@cbre. com DXC - ADE DXC - Global - Service Delivery Lead DXC - GWS-G - Lead DXC - GWS-B - Lead CBRE - Vendor Management Leader CBRE - IT Director CBRE - Vendor Management Analyst DXC Proprietary and Confidential November 25, 2020 16

Incident Reports & Review Process • The IT Account Lead will get the monthly Incidents report from BPS reporting team • IT Account lead will review the Incident report and take up any corrective actions when required with concerned team DXC Proprietary and Confidential November 25, 2020 17

Support Coverage DXC Proprietary and Confidential November 25, 2020 18

Support Hours Support Team Support Availability Hours Time Zone BPS Global Service Desk 24 x 5 Mon – Fri (Until US time zone) IST Operations Business hours 24 x 5 Mon - Fri IST Support Contacts Support Team/POC Contact Email Manager BPS Global Service Desk BPOGlobal. Servicedesk@dxc. com mohan-prakash. bohra@dxc. com Ventura Apps L 2 Support bpo-it-application-support@dxc. com Aravinth. kum. nagarajan@dxc. com BPS IT Account Lead pawan. jhavar@dxc. com shrinivas. hegde@dxc. com BPS IT Support Manager Chetan. Tulsian@dxc. com Milind. Gole@dxc. com CBRE Escalation contacts Sanjeev. Warrier@cbre. com Melissa. Spicer@cbre. com JDE Interface related Issues Denyc. Yarbrough@cbre. com Sanjeev. Warrier@cbre. com Melissa. Spicer@cbre. com Footnotes/references, if needed, appear here in Arial 7 pt. Text grows up as lines are added. Copy and paste this box onto other slides. DXC Proprietary and Confidential November 25, 2020 19

Got Questions? Support Implementation Reach out if any: Aravinth. kum. Nagarajan@dxc. com • Questions? • Changes required in the slide deck • Any issues or feedbacks? DXC Proprietary and Confidential November 25, 2020 20

Thank you. DXC Proprietary and Confidential