IT Monthly Operational Review Insert date and month

IT Monthly Operational Review Insert date and month of review Company LOGO

Instructions for template use This report provides a method of reviewing project commitments on a monthly basis. The concept is to define commitments for the upcoming month and to identify progress and results of former month’s commitments to business owners. The commitments are to be agreed upon between the Project Group and Business Owners. This collaborative method has proven to be very successful in identifying accountability for project timelines and commitments.

Contents § (Insert Former Month) Results and (Current Month) Commitments § Operational Excellence § What’s Working and What’s Not Working

High Level Project Road Map 6/01 Project Name 7/01 Req/ Eval 5/31 Product Launch 8/01 Design Build 9/01 11/0 1 12/0 1 1/02 Data Consolidation 7/6 Build Design Req/ Eval 10/0 1 Cancelled per business unit 9/1 (i. e. ) Project Process 7/6 Req/ Eval Design Build Project Name Document initiated 9/20 (i. e. ) Project Name Product Launch Project Phase II Project Processes Initiation Analysis BU Analysis Consolidated with XXXXX project requirements (i. e. ) BU Design Build Initiation Implement Analysis Initiation BU Analysis BU 2/02 3/02

September Results October Commitments September Results (i. e. ) Applications: October Commitments (i. e. ) Applications: Sales ü Initiate contact with Regional Sales leadership team to establish communication plan. (Completed 9/12) • Complete main PBX (Private Branch Exchange) upgrade to enable working remote. (Open-new timeline in progress) Marketing ü Complete discovery process, define program requirements, select method of deployment and complete IT Architecture / Security Review for marketing program. ü Development of event tracking tool options and timelines • Integrate IT Team into consolidated Marketing organization. (Re-set timeline for following month) Web ü Implement financing functionality for Retail Outlets for September 13. - Financing implemented on 9/13. Received over $XXXXX in orders since it went live. • Provide estimate for site redesign of project to accommodate new organization structure. (Site redesign has been estimated, design to be implemented on 11/15) • In Progress ü Completed • Re-establish “Emergency” Support Process and contacts within the Business Team • Secure XXX tool (engine which allows faxes to be sent to email) funding for $2, 000 so server updates can be made. • Establish new timeline for PBX upgrade Marketing • Complete design and begin coding for XXXXX program by mid-October. • Obtain estimates for XXXX S/W /& get business unit approval. • Implement communication plan and process for better management of server incidences. • Consolidate all Knowledge Database requests into a common repository and redesign request initiation process. • Complete IT integration into Marketing org. Web • Provide business units with custom URL’s and local content

Contents § September Results and October Commitments § Operational Excellence § What’s Working and What’s Not Working

System Availability

System Availability Significant events that caused failure to meet 100% system availability : ERP § 0. 25 hour outage on Aug. 30 due to network router connectivity loss. Completed steps to ensure all configuration changes valid & saved, network fail-over processes working, and implemented additional monitoring items - Sept. 15 § 0. 25 hour outage on Aug. 31 due to network router connectivity loss. Gain business approval for, and implement standard LAN/WAN maintenance windows Oct. 15 Completed updates to LAN/WAN trouble shooting processes for faster problem resolution - Sept. 29 Determine need to redesign various production network subnets - Oct. 15 § 1 hour outage on Sept. 5 due to table change by a user. Disabled standard ERPfunctions for untrained users which allows them to change production table contents - Sept. 28 Email § 7 hour & 4 hour outage on Sept. 15 & Sept. 18 due to virus detected. Currently executing action plans to improve resilience against virus attacks. Deliverables being phased in between Sept. 2005 through Jan. 2005

Help Desk Improvement Action • Need to determine accuracy of Help Desk data collection points and telephony vectoring

Contents § September Results and October Commitments § Operational Excellence § What’s Working and What’s Not Working

What’s working / What’s not working What’s working • Identified and assigned IT projects to appropriate IT Managers in support of Business Units. • Initiated “Meet and Greet” meetings between New Operations’ Vice Presidents and assigned IT Project Managers to review their vision, strategy and expectation. • Fully engaged IT Project Managers to XXXX project. • Performed bi-monthly review of all new IT initiatives and projects which are at risk with IT leadership team. • XXXXXX project initiated with collaborative efforts by Marketing and Information Technology. What’s not working • Control of Blackberry devices - Establish and communicate process and standards for Blackberry procurement and support. • Application servers are experiencing downtime and backup issues. Timely notifications are not being received and the outages are not being consistently identified and rectified. - Conduct team meetings consisting of business stakeholders and IT to identify fixes to secure servers and to provide backup notifications. • XXXX project process needs to be redefined and more closely aligned with project initiation and service request approval processes. - Consolidate all Business Owners’ requests into a common repository and redesign request initiation process.