GBS Query Management Process and Service Now Training
GBS Query Management Process and Service. Now Training
Agenda Ø Ø Ø Ø Objectives………………… 3 Introduction & Principles…………. . 5 Process Overview …………. . 9 System Navigation …………………. . 20 Running a Report ………… 42 Reports Overview…………. 49 Conclusion ……………. ……. . 57 Appendix ………………. 59 5/19/2021 -- SPE Confidential 2
Strategy for Training Ø Tell me Concepts Instructor-delivered information you need to know to successfully perform job-related tasks Ø Show me Demonstrations of job-related tasks performed in applicable system(s) Ø Help me Handouts Training tools to assist you back on the job 5/19/2021 -- 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 Describe the basic steps of query/issue resolution. Ø Demonstrate how to work within the Query Management system. Ø Demonstrate how to setup reports. Ø Describe how End Users access Self Service. 5/19/2021 -- SPE Confidential 4
Agenda ü Ø Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Appendix Conclusion 5/19/2021 -- SPE Confidential 5
Introduction Ø Objective of the standard query management process and Service-now tool, at GBS. – – We are 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 5/19/2021 -- 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. – When replying back to the query, always use the email option of the query screen when communicating with the customer to maintain the history. 5/19/2021 -- 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, click on the “Send to GSD” button to convert the query into an Incident and route it to the SPE IT Support (Global Service Desk). 5/19/2021 -- SPE Confidential 8
Agenda ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Appendix Conclusion 5/19/2021 -- 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 5/19/2021 -- 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 5/19/2021 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. 5/19/2021 Identification Recording/Logging Categorization & Assignment Investigation and Diagnoses Resolution Resolved? Closure -- SPE Confidential 12
Query/Issue Resolution Process 5/19/2021 -- 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 • • • 5/19/2021 -- 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 • Respond to GBS inquiries as requested 5/19/2021 -- 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. • Depending on your role and assignment group in the system, you will receive email notifications for queries and issues assigned to your group. • All queries and issues assigned to your group will be available under the My Group Queries section in the Service-now tool. • All queries and issues assigned to you will be available under My Queries section. • Members of the GBS team can view all queries and issues in the system by using the All Queries section. 5/19/2021 -- 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 GBS SLA: RESOLVED BY 48 hours Moderate • Affects reputation of Finance and the GBS Low 5/19/2021 • • 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 • • Affects a limited group of people Allows LOB to operate, but causes inconvenience Low impact on the ability to conduct business SLA: RESOLVED BY 5 th Day -- SPE Confidential 17
Key Concepts and Definitions – Customer Types Customer Type Customer – External (SGTS) Description • This refers to the customers outside of SPE (Sony Pictures Entertainment Inc. ). For Example - 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) 5/19/2021 -- SPE Confidential 18
Key Concepts and Definitions – Customer Company 5/19/2021 Description 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
Agenda ü ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Appendix Conclusion 5/19/2021 -- SPE Confidential 20
Accessing Service-now • Access Service-now from my. SPE. Choose GSD Service-now under the Apps tab. 5/19/2021 -- SPE Confidential 21
Basic Navigation Expand/Collapse the left options pane Link to access query via Self Service. Expand to view options Your assigned queries 5/19/2021 -- 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. 5/19/2021 -- SPE Confidential 23
Query Creation – Auto Generated Queries • If a query/issue comes in via one of the designated GBS email address or is submitted through Self Service, 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 form a SPE customer. 5/19/2021 -- SPE Confidential 24
Query Creation – Auto Generated Queries • Below is an example of a query/issue created based on email received form 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. 5/19/2021 -- SPE Confidential 25
Query Creation – Additional Fields In addition to the required fields it is highly recommended that the following fields are populated (or corrected) based on the individual query/issue details: Ø Call Back Number: can be utilized to immediately contact the customer with any follow-up questions. Ø Contact Email: for written communication which will be documented by Service Now (Make sure to use the Service Now mail option and not Outlook when emailing the customers). Ø Assigned To: assigning a member of the GBS team will allow for a quicker resolution of the query/issue. Ø State: this will allow for identification of the status in which the query/issue resides (i. e. In Progress) in case of any follow ups. Ø Content Type: This will allow for distinguishing of Queries (simple inquires/ questions) versus Incidents (directed to IT) versus Issues (customer concerns). 5/19/2021 -- SPE Confidential 26
Query Creation – Additional Fields (continued) Ø Customer Company: This will allow for identification of the customer type. Ø Country / Territory: Identifies the country from which the query/issue was originated. Ø Process: Identifies the Process which the query/issue relates to (i. e. Record to Report, Procure to Pay). Ø Sub-Process: Identifies the sub-process which the query/issue belongs to (the available selection will be limited based on the Process value selected). Ø SLA: Identifies the type of Key Performance Indicator the query/issue can be measured against (Please note that not all sub-process values have associated SLA values associated with it). 5/19/2021 -- SPE Confidential 27
Query Creation – Manual Query • If a query/issue comes in via a phone call, fax, scan or letter; you 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. 5/19/2021 -- SPE Confidential 28
Manual Query Creation: Populating Required Fields (Contact Name) • The customer’s Contact Name can be filled out via the following three options: 1. Customers with access to Service Now can be located by typing of their name in the “Contact Name “field (all matching values will be displayed). 2. Customer with access to Service Now can be located by using the look up button. 3. If the Customer does not have access to Service Now the “Contact Not Found” checkbox can be checked and their name can be filled out manually. Option 2 Option 1 Option 3 5/19/2021 -- SPE Confidential 29
Manual Query Creation: Populating Required Fields (Assignment Group) • Each query/issue should be assigned to the appropriate Assignment Group for proper resolution: 1. Assignment Groups can be located by typing of their name in the “Assignment Group” field (all matching values will be displayed). 2. Assignment Groups can be located by using the look up button. Option 1 5/19/2021 -- SPE Confidential Option 2 30
Manual Query Creation: Populating Required Fields (Priority and Short Description) • Each query/issue must be assigned to the appropriate Priority level for proper categorization. • Each query/issue must include a short description of the customer request / purpose. Select from Dropdown Type in the Description of Request 5/19/2021 -- SPE Confidential 31
Manual Query Creation: Populating Required Fields (Customer Type) Select from Dropdown 5/19/2021 -- SPE Confidential 32
Manual Query Creation: Submission of Query • Once all of the necessary information has been documented, click Submit to complete the creation of the query. 5/19/2021 -- SPE Confidential 33
Query Recording and Logging – Detailed Description, Work Notes and Comments • Further down the form, there are other areas to enter information regarding the query/issue as they become available. Use this section to provide the details for the query/issue. This section is used by the GBS team to communicate with other GBS team members. It is not visible to the customer/end user. Use this section to enter any other applicable information that needs to be communicated to the end user. 5/19/2021 -- SPE Confidential 34
Query Recording and Logging– Activity Log • Scroll down to the Activity section to find all inbound and outbound communications, as well as a history of any changes to the query/issue. Attachments & Images-can also be found in the Activity section Expand to view the email details 5/19/2021 -- SPE Confidential 35
Query Categorization – Updating Priority and State Field • Any email sent to designated email boxes will create tickets that are classified in state: “Open. ” The GBS resource can then close these items immediately or change the state to “Work in progress” • If additional information is needed to process the query/issue, the state should be changed to “Pending”. • If a ticket is closed and completed the state can be changed to “Closed Completed”. • “Closed Skipped” is selected for queries/issues are not applicable to the GBS team and forwarded to IT as Incidents. “Closed Incomplete” should not be used as it will be removed from Production. 5/19/2021 -- SPE Confidential 36
Query Investigation – Outbound Communication (with Customers/Vendors) • Outbound communication (to customers or other GBS users) should be done via Service-now email option once the query/issue has been saved with all the required fields (this option is not available until the query/issue is updated with all the required fields filled out). 5/19/2021 -- SPE Confidential 37
Query Resolution and Closure – Closing the Query • Once the query/issue has been resolved, 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. 5/19/2021 -- SPE Confidential 38
Managing Queries (My Queries, My Group Queries) • Throughout the day, you should be checking for new queries and issues under the My Groups Queries. You can also search for any query via the All Queries option. 5/19/2021 -- SPE Confidential 39
Managing Queries - Search and Filters • There are many ways to filter, group, search and sort: • Under the Queries drop down, you can Filter, Group By, determine the number of lines to view (Show) and Refresh the query list • From the Go to drop down, you can select the types of queries you want to view • Search field • Title headings 5/19/2021 -- SPE Confidential 40
Managing Queries - Sorting Options • You can select the available fields by which the queries and issues will be displayed by selecting the star button on the header. 5/19/2021 -- SPE Confidential 41
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. Ø All queries should be managed in Service-Now using “ My Queries” and/or “ My Group Queries” option and NOT through GBS mailboxes in MS Outlook. Any email sent from the GBS mailbox does not automatically create a ticket in Service Now. 5/19/2021 -- SPE Confidential 42
Agenda ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Running a Report Self Service Conclusion Appendix 5/19/2021 -- SPE Confidential 43
Service-now - Running a Report Ø Service-now system provides the option to create, modify and run reports on any of the available fields in the query over a selected period of time. 2) Type ‘queries’ in the Reports search box. 1 ) In the Reports section, click View/Run to access Service-now reports. 5/19/2021 -- SPE Confidential 44
Running a Report – Queries Select the All Active Queries selection. 5/19/2021 -- SPE Confidential 45
Running a Report – Modify the selections as applicable. Add items from Available to Selected using the arrows. Options for adding filters or changing the report order are also available. 5/19/2021 -- SPE Confidential 46
Running a Report – Save Click Run Report. Then, to save the report, enter a title, then click Save. 5/19/2021 -- SPE Confidential 47
Running a Report – My Saved Queries Your saved queries will display here. 5/19/2021 -- SPE Confidential 48
Agenda ü ü ü Ø Ø Ø Objectives Introduction & Principles Process Overview System Navigation Running a Report Self Service Conclusion Appendix 5/19/2021 -- SPE Confidential 49
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. 5/19/2021 -- SPE Confidential 50
Self Service – Basic Navigation Link to open a query. Snapshot of any other queries created by the end user. 5/19/2021 -- SPE Confidential 51
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 5/19/2021 -- SPE Confidential 52
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 5/19/2021 -- SPE Confidential 53
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 5/19/2021 -- SPE Confidential 54
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 5/19/2021 -- SPE Confidential 55
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. 5/19/2021 -- SPE Confidential 56
Agenda ü ü ü Ø Ø Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self Service Conclusion Appendix 5/19/2021 -- SPE Confidential 57
Conclusion - Next Steps Ø You all have been assigned to appropriate assignment group in Service-now base on the Customer, Country, Process and LOB you are responsible for supporting. Ø Start using the standard Query Management Process and Tool (Servicenow) immediately upon Go-Live. Ø Reach out to your Team Lead/Manager if you have any questions on how to log, categorize, prioritize, assign or handle a query. Ø Log any issues, questions, and suggestion to the query management tool and also report them to your team lead. 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. 5/19/2021 -- SPE Confidential 58
Agenda ü ü ü ü Ø Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Conclusion Appendix 5/19/2021 -- SPE Confidential 59
Service-now Email Addresses and Assignment Groups (1/11) 5/19/2021 -- SPE Confidential 60
Service-now Email Addresses and Assignment Groups (2/11) 5/19/2021 -- SPE Confidential 61
Service-now Email Addresses and Assignment Groups (3/11) 5/19/2021 -- SPE Confidential 62
Service-now Email Addresses and Assignment Groups (4/11) 5/19/2021 -- SPE Confidential 63
Service-now Email Addresses and Assignment Groups (5/11) 5/19/2021 -- SPE Confidential 64
Service-now Email Addresses and Assignment Groups (6/11) 5/19/2021 -- SPE Confidential 65
Service-now Email Addresses and Assignment Groups (7/11) 5/19/2021 -- SPE Confidential 66
Service-now Email Addresses and Assignment Groups (8/11) 5/19/2021 -- SPE Confidential 67
Service-now Email Addresses and Assignment Groups (9/11) 5/19/2021 -- SPE Confidential 68
Service-now Email Addresses and Assignment Groups (10/11) 5/19/2021 -- SPE Confidential 69
Service-now Email Addresses and Assignment Groups (11/11) 5/19/2021 -- SPE Confidential 70
GBS SPE Management Contact Information (1/2) 5/19/2021 -- SPE Confidential 71
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. 5/19/2021 -- SPE Confidential 72
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 5/19/2021 -- SPE Confidential 73
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 5/19/2021 -- SPE Confidential 74
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 5/19/2021 -- SPE Confidential 75
SGTS Service-now Email Addresses and Assignment Groups 5/19/2021 -- SPE Confidential 76
SGTS GBS Management Contact Information 5/19/2021 -- SPE Confidential 77
SGTS Process / Sub-process Mappings (1/2) 5/19/2021 -- SPE Confidential 78
SGTS Process - Sub-process Mappings (2/2) 5/19/2021 -- SPE Confidential 79
SPE Sub-process /SLA Mappings (UK) 5/19/2021 -- SPE Confidential 80
SPE Sub-process /SLA Mappings (UK) 5/19/2021 -- SPE Confidential 81
SPE Sub-process /SLA Mappings (UK) 5/19/2021 -- SPE Confidential 82
SPE Sub-process /SLA Mappings (UK) 5/19/2021 -- SPE Confidential 83
SPE Sub-process /SLA Mappings (Middle Office) 5/19/2021 -- SPE Confidential 84
Questions & Answers 5/19/2021 -- SPE Confidential 85
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