GBS Query Management Process and Service Now Training

GBS Query Management Process and Service. Now Training Stakeholders Version

Agenda Ø Ø Ø Objectives………………… 3 Introduction & Principles…………. . 5 Process Overview …………. . 9 System Navigation …………………. . 22 Conclusion ……………. ……. . 38 Appendix ………………. 40 12/19/2021 -- SPE Confidential 2

Strategy for Training Ø Tell me Concepts Instructor-delivered information you need to know to successfully submit queries Ø Show me Demonstrations of communication between stakeholders and GBS team members Ø Help me Handouts Training tools to assist you 12/19/2021 -- SPE Confidential 3

Objectives At the conclusion of this course you will be able to: Ø Introduce the standard query and issue management process and the Service-now tool used by GBS. Ø Explain the guiding principles of the process. Ø Describe the roles and responsibilities of those involved. Ø Demonstrate how queries are logged through email, Self Service and manually through GBS team members Ø Describe the basic steps of query/issue resolution. Ø Demonstrate how to work within the Query Management system. 12/19/2021 -- SPE Confidential 4

Agenda ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Conclusion Appendix 12/19/2021 -- SPE Confidential 5

Introduction Ø Objective of the standard query management process and Service-now tool, at GBS. – – GBS is in the business of CUSTOMER SERVICE Resolve customer queries/issues quickly and accurately Minimize negative impact on business operations (both GBS and LOB) Improve management (ownership, tracking and reporting) of queries/issues throughout their lifecycle Ø The need to track, understand, analyze and manage the customer inquires. Ø Recognize opportunities for continuous improvement. – Identify opportunities for training – Identify opportunities for process improvement – Updating knowledge base materials which will allow staff to be more responsive 12/19/2021 -- SPE Confidential 6

Principles Ø All customer queries and issues must be logged and managed through the GBS query management system – “Service-now”. Ø There are designated GBS email addresses that have been established by process, by country, by customer company and by LOB that should be used by all customers and vendors and GBS personnel to communicate queries/issues. This will allow auto logging of the queries/issues in Service-now. Ø All other customer queries and issues received via telephone, personal email address, fax etc. need to be logged manually in an “open” state in Service-now. Ø Any follow ups addressed to the generic/designated email boxes will be tracked automatically in Service Now. – Important note: Always reference the query number QRY 0000000 in the subject line or the body of the email in order to ensure that the communication history gets tracked in the ticket. 12/19/2021 -- SPE Confidential 7

Principles (cont’d) Ø Keep the customers informed. Ø For IT incidents that come into Service-now that are not supported by GBS: – If initiated by a non SPE user; they should be closed and the customer contacted and asked to re-direct them accordingly. – If initiated by a SPE customer, the query can be converted into an Incident and route it to the SPE IT Support (Global Service Desk). 12/19/2021 -- SPE Confidential 8

Agenda ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Conclusion Appendix 12/19/2021 -- SPE Confidential 9

Query/Issue Management Process – There are different ways in which the GBS can be contacted (internally & externally). – The use of email and Service-now is encouraged as that enables automatic logging of the queries/issues in Service-now. ü There will be designated GBS email addresses established by process, by country, by company and by LOB that should be used to communicate queries/issues. ü Internal Customers will have the option to log the query/issue directly into Service-now − Queries/Issues received via phone, fax, scans and letters require manual ticket creation. Email Phone Fax Letter Service-now Scans 12/19/2021 -- SPE Confidential 10 10

GBS Process Team Member GBS Internal SPE Customers External (Vendors & Customers Query/Issue Management Process Overview Initiate query (email ) Initiate query (email or selfservice) Initiate query (self -service) Provide required information Initiate query (phone) Receive notification of resolution Register and assign query Review and assign queries with "open” status 12/19/2021 Research and contact relevant party if necessary Resolve query -- SPE Confidential Close ticket & Notify requestor 11

Query/Issue Resolution Process There are 7 basic steps to resolve a customer query/issue: 1. 2. 3. 4. 5. 6. 7. 12/19/2021 Identification Recording/Logging Categorization & Assignment Investigation and Diagnoses Resolution Resolved? Closure -- SPE Confidential 12

Query/Issue Resolution Process 12/19/2021 -- SPE Confidential 13

Roles and Responsibilities Ø Analyst/Accountant/Specialist • Create queries based on phone calls, assign queries and issues received from selfservice and auto generated email queries • Assign the appropriate category and priority in the system • Update the status of the query and issue as needed • Resolve/close queries and issues timely and accurately • Communicate/inform customers and vendors Ø Team Leads Manage teams and monitor the query and issue resolution process Ensure that all queries and issues are assigned and prioritized properly Issue escalations and complaints Take ownership of High Impact/High Urgency queries and issues if necessary Notify Manager/Director of queries and issues that need to be escalated outside of GBS • Ensure the queries and issues are managed to meet Service Level Agreement (SLA) targets • Ensure that queries and issues are managed efficiently • • • 12/19/2021 -- SPE Confidential 14

Roles and Responsibilities (cont’d) Ø Managers/Directors • Ensure adequate resources are available for addressing and handling the queries and issues • Ensure the knowledge base is updated and maintained as required • Take action on any escalations from query/issue resolution which affects the processes they oversee (that can’t be handled by Team Leaders) • Monitor that SLAs are met • Monitor the timeliness, effectiveness and efficiency of the query/issue resolution process • Identify common query/issue themes and identify opportunities for training/process improvement • Perform assessment analysis of query/issue volumes and resolution rates/procedures Ø GBS Customers, Line of Business, and Support Departments • Submit queries and requests to GBS members via email, self service or direct contact • Respond to GBS inquiries as requested 12/19/2021 -- SPE Confidential 15

Key Concept and Definitions – Assignment Group : Each GBS process team member is assigned to an “Assignment Group” in the Service-now. This is based on the Customers, Process, LOB and Country they are responsible for. • All queries and issues assigned to an assignment group will be available under the My Group Queries section in the Service-now tool. • Members of the GBS team can view all queries and issues in the system by using the All Queries section. 12/19/2021 -- SPE Confidential 16

Key Concept and Definitions – Priority Ratings Priority Description Critical • • • Affects reputation of Sony or has external/3 rd party impact An entire country/LOB is affected and cannot conduct core business A high number of internal/external customers are affected Creates risk to business/operations if not resolved immediately Affects materiality of financial statements SLA: RESOLVED BY 24 hour except weekends High • • VIP involved (e. g. , FD or MD) Will affect the ability to meet SLA targets in the current month Affects reputation of Finance and the SGBS SLA: RESOLVED BY 48 hours Moderate • Affects reputation of Finance and the SGBS • • 12/19/2021 Affects a limited group of people Allows LOB to operate, but causes inconvenience Medium impact on the ability to conduct business SLA: RESOLVED BY 72 hours -- SPE Confidential 17

Key Concepts and Definitions – Customer Types Customer Type Description Customer – External (SGTS/AMEA) • This refers to the customers outside of SPE (Sony Pictures Entertainment Inc. ). For Example - AMEA SEAP (Sony Electronics Asia-Pacific) and/ or SGTS (Sony Global Treasury Services) Customer - Internal (SPE) • This refers to the customers from within SPE (Sony Pictures Entertainment Inc. ) Other Third Party • This refers to customers outside of Sony Corporate such as any third party or vendor GBS Team • This refers to internal GBS team ( Sony Global Business Services team based out of Gdynia, Poland) SGBS Team • This refers to internal SGBS team (Sony Global Business Services team based out of Manila, Philippines) 12/19/2021 -- SPE Confidential 18

Key Concepts and Definitions – Customer Company 12/19/2021 Description AMEA ORC • Sony Electronics customers who will be serviced by the AMEA Oracle team AMEA SEAP • Sony Electronics customers who will be serviced by the AMEA SEAP team AMEA SES • Sony Electronics customers who will be serviced by the AMEA SES team SPE AP • Sony Pictures customers who will be serviced by the SPE AP team SPE IHE • Sony Pictures customers who will be serviced by the SPE IHE team SPE SPRI • Sony Pictures customers who will be serviced by the SPE SPRI team SPE SPTI • Sony Pictures customers who will be serviced by the SPE SPTI team -- SPE Confidential 19

Key Concepts and Definitions – Customer Company 12/19/2021 Description SPE CORP • Sony Pictures customers who will be serviced by the SPE CORP team SPE T&E • Sony Pictures customers who will be serviced by the T&E team SPE TCM • Sony Pictures customers who will be serviced by the SPE TCM team SPE INV • Sony Pictures customers who will be serviced by the SPE INV team SPE SPTI • Sony Pictures customers who will be serviced by the SPE SPTI team -- SPE Confidential 20

Key Concepts and Definitions – Customer Company Description SGTS Accounting • Sony Global Treasury Services customers who will be serviced by the SGTS Accounting team SGTS Back Office • Sony Global Treasury Services customers who will be serviced by the SGTS Back Office team SGTS Money Market • Sony Global Treasury Services customers who will be serviced by the SGTS Money Market team SGTS Middle Office • Sony Global Treasury Services customers who will be serviced by the SGTS Middle Office team SGTS Treasury • Sony Global Treasury Services customers who will be serviced by the SGTS Treasury team SGTS Business Planning • Sony Global Treasury Services customers who will be serviced by the SGTS Business Planning team SGTS Financial Planning • Sony Global Treasury Services customers who will be serviced by the SGTS Financial Planning team SGTS Agency • Sony Global Treasury Services customers who will be serviced by the SGTS Agency team 12/19/2021 -- SPE Confidential 21

Agenda ü ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Conclusion Appendix 12/19/2021 -- SPE Confidential 22

Creation of a Query in Service-now There are two ways that a query can be created: 1. Automatic ü Emails sent to the designated GBS mailboxes (see appendix) will automatically create a new query and assign it to the associated Assignment Group. ü Queries/issues submitted through the Self Service option of Servicenow will automatically create a new query and assign it to the appropriate Assignment Group. 2. Manual ü GBS users can use the “Create a New Query” option in Service-now to log and create a new query detailing the customer request and assign it to the appropriate Assignment Group. 12/19/2021 -- SPE Confidential 23

Query Creation – Auto Generated Queries • By sending a request to a shared email address as shown below, a query is created is Service Now • The message sent should include a description of the issue and any attachments that are needed to address it • Subject line should be a short description of the issue 12/19/2021 -- SPE Confidential 24

Query Creation – Auto Generated Queries • If a query/issue comes in via one of the designated GBS email address, a Service-now query will be automatically created with some of the values assigned automatically (fields with red arrows [ ] below). Any of the fields can be modified as needed by GBS. • Below is an example of an query/issue created based on email received from a SPE customer. 12/19/2021 -- SPE Confidential 25

Query Creation – Auto Generated Queries • Below is an example of a query/issue created based on email received from a non-SPE customer. • Note the checked checkbox and other different field values from the prior example. • Contact name should be updated with the name of the user if available. 12/19/2021 -- SPE Confidential 26

Rules for using Generic/ Designated email addresses Ø If two GBS email addresses are included in an email ( for example in To or CC fields), only one query will be created and assigned to the first email address listed. Ø If a GBS email address is added to an existing email conversation a new query will be created and assigned to the Assignment Group associated with that new address. Ø The GBS email addresses are set up for incoming queries only. Any follow up outbound communication (to customers or other GBS users) should be done via email option within Service-now and NOT from GBS mailboxes. 12/19/2021 -- SPE Confidential 27

Self Service - Overview Ø Customers with access to Service-now can utilize the Self Service option (“SGBS Query” link from their home page) to submit their queries directly in Service-now. Ø This option can also be utilized by GBS team for creation and assignment of a query to an Assignment Group. 12/19/2021 -- SPE Confidential 28

Accessing Service-now • Access Service-now from my. SPE. Choose GSD Service-now under the Apps tab. 12/19/2021 -- SPE Confidential 29

Self Service – Basic Navigation Link to open a query. Snapshot of any other queries created by the end user. 12/19/2021 -- SPE Confidential 30

Self Service – Query Submission ü The user completes the query form. ü The required fields are indicated by the red line. ü Attachments can be added as needed. ü Once the query is populated and submitted it will be routed and assigned to the appropriate Assignment Group based on user selections 12/19/2021 -- SPE Confidential 31

Self Service – Query Submission • Immediately upon submission, a message appears notifying the user of their query number. This query will also be available from My Requests 12/19/2021 -- SPE Confidential 32

Self Service – Post Submission • End users will be unable to edit any fields in the query except the Additional Comments field once it has been submitted. Only GBS analysts will have the capability to edit the query fields. Only editable field for End User 12/19/2021 -- SPE Confidential 33

Self Service – Activity Log • Any changes made by the GBS analyst will be logged in the Activity Log at the bottom of the query Page Activity Log Only editable field for End User 12/19/2021 -- SPE Confidential 34

Self Service – Confirmation Email • Once submitted, the end user receives a confirmation email. • Per the query selections, the request is routed to the appropriate SGBS assignment group. 12/19/2021 -- SPE Confidential 35

Query Creation – Manual Query • If a query/issue comes in via a phone call, fax, scan or letter; the GBS team member will need to manually create a ticket and enter the necessary information. • The fields with a red bar before the name are the minimum information required to create a query. 12/19/2021 -- SPE Confidential 36

Query Resolution and Closure – Closing the Query • Once the query/issue has been resolved (regardless of how it was received), it should be closed. • An email is automatically sent to the customer when the query/issue is closed (see below). • Closed queries/issues can be re-opened. 12/19/2021 -- SPE Confidential 37

Agenda ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Conclusion Appendix 12/19/2021 -- SPE Confidential 38

Conclusion - Next Steps Ø All requests and issues will now be directed through the query management process in Service Now Ø Preferred communication from customers is through email via the shared email addresses set up for each country, process and LOB or through the self service module in Service Now • Direct communication to team members is still acceptable Ø Log any issues, questions, and suggestions to the query management tool Ø Project team will review these on a weekly basis and make the necessary enhancement to the process and system during the stabilization period Ø A monthly activity/status report on queries/issues logged in Service-now will be generated and shared with the stakeholders in the monthly operations review meeting. 12/19/2021 -- SPE Confidential 39

Agenda ü ü ü Ø Objectives Introduction & Principles Process Overview System Navigation Conclusion Appendix 12/19/2021 -- SPE Confidential 40

SPE Service-now Email Addresses and Assignment Groups (1/13) 12/19/2021 -- SPE Confidential 41

SPE Service-now Email Addresses and Assignment Groups (2/13) 12/19/2021 -- SPE Confidential 42

SPE Service-now Email Addresses and Assignment Groups (3/13) 12/19/2021 -- SPE Confidential 43

SPE Service-now Email Addresses and Assignment Groups (4/13) 12/19/2021 -- SPE Confidential 44

SPE Service-now Email Addresses and Assignment Groups (5/13) 12/19/2021 -- SPE Confidential 45

SPE Service-now Email Addresses and Assignment Groups (6/13) 12/19/2021 -- SPE Confidential 46

SPE Service-now Email Addresses and Assignment Groups (7/13) 12/19/2021 -- SPE Confidential 47

SPE Service-now Email Addresses and Assignment Groups (8/13) 12/19/2021 -- SPE Confidential 48

SPE Service-now Email Addresses and Assignment Groups (9/13) 12/19/2021 -- SPE Confidential 49

SPE Service-now Email Addresses and Assignment Groups (10/13) 12/19/2021 -- SPE Confidential 50

SPE Service-now Email Addresses and Assignment Groups (11/13) 12/19/2021 -- SPE Confidential 51

SPE Service-now Email Addresses and Assignment Groups (12/13) 12/19/2021 -- SPE Confidential 52

SPE Service-now Email Addresses and Assignment Groups (13/13) 12/19/2021 -- SPE Confidential 53

GBS SPE Management Contact Information (1/2) 12/19/2021 -- SPE Confidential 54

GBS SPE Management Contact Information (2/2) Internal customer can reach the GBS team using the internal dialing code (7681) followed by the 4 digit extension published in the phone directory on “My SPE” as this results in lower telecommunication costs for SPE. 12/19/2021 -- SPE Confidential 55

SPE Process / Sub-process Mappings OTC Audit PTP Audit RTR Balance Sheet Reconciliations Fixed Assets Expenditure Approval Inventory Audit Cash Application (Transmission) Automatic Payments Allocations Month-End Activities Intercompany Transfers Collections Contract Maintenance Document Scanning Intercompany Audit Bank Reconciliations Physical Inventory Reporting Inventory Reconciliation Maintain SKUs Customer Master Data Manual Payments Cash and Bank Fixed Assets Transactions Other (Ad hoc support) Intercompany billing OTC reporting Projects WHT documentation Debit/Credit Note Creation Month End Activities Sales Reconciliation Journal Entries Cash Application (Cheque) Cash Application (Major Customer) Month end reporting Non-PO invoices Pre/Post-Processing Projects Purchase Orders analysis UAT and PVT Vendor Data maintenance Weekly reporting Compliance & controls Finance Pack Fixed Assets Flux Analysis Hard Close and Consolidation i. Doc Management Intercompany Interface Management Journal Entries Fixed Assets Labels Perform Month End Activities PPV Analysis Projects Inventory Closing & Opening Inventory Devaluation Inventory package Payment Proposal Other Closing Tasks Fixed Assets Journal Entries Other GL Validation Other reconciliations Withholding Tax documentation Projects Revenue billing/Invoicing Payment Terms Non-PO invoices (Manual) Reporting Taxes WBS Allocations Deliverables Fixed Assets Month-End Activities Revaluation Vendor Data Maintenance Customer Data Maintenance Year End Closing Chart of Accounts Maintenance Investments Financial Analysis Period Close 12/19/2021 -- SPE Confidential 56

SPE Process - Sub-process Mappings (continued) TCM Royalties Accounting Royalty Statements Audit Invoice Verification Hire to Retire Benefits Information PIA Royalties Tax KPI MPM Creation Intrastat Declaration Personnel Data Royalty Advance Tax Audit G/L Interfaces Bank Reconciliation Contract Maintenance Process Payroll Royalty Contracts Tax Reports Leave Maintenance Royalty Statements Tax Returns Onboarding Royalty deliverables Transfer Pricing Reconciliation Reporting Bank Signatories Reconciliations Cash Flow Analysis Journal Entries Close Bank Account Royalty Accruals US GAAP Investments Royalty Queries VAT Manage Bank Relationships Projects Manage Company Credit Risk Audit HR Payroll Banking Interfaces Payroll Processing Personnel Data Maintenance Retire Staff Managing Cash Transactions Manual Payments 12/19/2021 -- SPE Confidential 57

SPE Sub-process /SLA Mappings Process - Sub process – SLA Category SLA Number OTC Cash Application (Transmission) Accuracy OTC-AC 03 OTC Cash Application (Transmission) Timeliness OTC-TM 03 OTC PTP PTP PTP FA FA Inventory T&E Royalties Cash Application (CHQ) Cash Application (Major Customer) Manual Payments Non-PO Invoices Payment Proposal Payment Terms Non-PO Invoices (Manual) Fixed Assets Transactions Inventory Package Reconcile T&E Claims Royalty Deliverables Timeliness Accuracy Timeliness Timeliness Accuracy Timeliness Accuracy OTC-TM 08 OTC-TM 09 PTP-AC 07 PTP-TM 06 PTP-AC 03 PTP-TM 02 PTP-AC 02 PTP-TM 04 PTP-AC 04 PTP-TM 06 PTP-TM 07 RTR-TM 06 RTR-AC 07 RTR-TM 05 RTR-AC 05 PTP-AC 06 RTR-TM 02 RTR-AC 02 12/19/2021 -- SPE Confidential 58