MANAGE SUPPORT INTRODUCTORY BRIEF List of Modules 2018

MANAGE SUPPORT INTRODUCTORY BRIEF

List of Modules © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential

Next Back List of Modules Processes Availability Management 1 Manage Business Continuity Capacity Management Service Continuity Management Change Management 2 Manage Changes Service Validation & Testing Business IT Alignment Monitor and Evaluate 3 Manage Governance Organizational Change Management Policy Creation and Communication 4 Manage IT Procurement Acquire & Maintain Application S/W & Technology Infrastructure Service Asset & Configuration Management Event Management 5 Manage Operations Request Fulfillment IT Operations © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 3

Next Back List of Modules Processes Service Level Management 6 Manage Partners Contract Management Supplier Management Feasibility and Approval Scope and Planning Requirement Analysis and Design Development and Infrastructure 7. 1 Manage Projects Waterfall Testing Training and Go – Live Preparation Go – Live Project Change Control Project Portfolio Management Feasibility and Approval 7. 2 Manage Projects Agile Scope and planning Backlog Grooming © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 4

Next Back List of Modules Processes Sprint Planning Sprint Execution Sprint Testing Sprint Review & Retrospective 7. 2 Manage Projects Agile Training and Go – Live Preparation Go – Live Project Change Control Project Closure Release / Deployment Management 8. 1 Manage Releases Waterfall Transition Planning & Support Evaluation 8. 2 Manage Releases Agile Release Access Management 9 Manage Security Information Security Management © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 5

Next Back List of Modules Processes IT Portfolio Management Financial Management 10 Manage Strategy Demand Management Strategy Planning Manage IT Capabilities Incident Management 11 Manage Support Problem Management Knowledge Management © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 6

Module Components © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential

Next Back Module Components Sr. No Deliverable Details Type 1 Introductory Brief • Provides an overview about components and important aspects of each Module MS Power. Point 2 Process Flow Chart • A step by step diagrammatic representation of the process with inputs and outputs MS Visio • Consists of list of sequential activities that every role mentioned in swim lane has to perform in the process 3 Process Narrative • Process narrative is prepared to supplement the process flowchart MS Word • Provides a detailed description of each activity mentioned in the flow chart • Provides list of COBIT controls, policies, documents, reports or systems that may be required for process 4 RACI Matrix • RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process MS Excel • Describes the participation by various roles in each activity mentioned in the process • Provides clarity on responsibilities for every role 5 Abbreviation List • List of abbreviations used in flow charts © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential MS Excel 8

Next Back Process Flow Chart Module Name Process Name - Sub Process Name Identify Functional swim-lanes as per standard roles Input Process Output Process Document to be used / referred Control activity mapped to COBIT Control reference • • A Process Flow Chart is a sequential representation of the activities to be performed as part of the process A Process Flow Chart also highlights the role responsible for every activity in swimlane © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 9

Next Back Process Flow Legend • Flow Chart Legend provides a quick overview of the symbols used in the Process Flow Chart © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 10

Next Back Process Narrative Relevant key systems and policies involved in process, and key data reports Reference of COBIT control mapped in the Process • • Detailed description of activities of each sub process A Process Narrative is prepared to supplement the process flowchart A Process Narrative provides a detailed description of each activity involved in the process © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 11

Next Back RACI Matrix RACI Legend • Responsible: Role who owns the project / area of focus R A • "R" is committed to the area of focus, has the skills and contributes to shape the final outcome. • Accountable: Role to whom the "R" is accountable • "A" signs or approves the work and should be willing to take on additional leadership • Only one "A" per task • Consulted: Role which have specific skills to lend to the project / area of focus C • Their contribution and time commitment is marginal in comparison to "R" or "A“ • Also called SME (Subject Matter Expert) I • • Informed: Roles that receive major reports and critical information • Informed Roles exert less influence than other members of the team RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 12

Next Back RACI Matrix Process Identification - Process Specifics Role of Participants Process Name of Process Role 3 Role 1 Process ID Process Owner - Business Role 2 Process ID Role of Business Owner for this process Appropriate roles identified for the process/sub process Process Owner – IT Role of IT Process Owner for this process Activity ID Activity description for all activities mentioned in the flow • Activities / Decisions Sub Process 1 Input – Sub process Activity Box 1 DOC - Name of document / policy Activity Box 2 Activity Box 3 Output – Sub process Sub Process 2 Input – Sub process Activity Box 1 DOC - Name of document / policy Activity Box 2 Activity Box 3 Output - Sub process C I R/A I I R/A C C C R/A I I R/A C C R/A I I Appropriate R/A/C/I for each role RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 13

Module Details © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential

Next Back Manage Support Incident Management Problem Management Ticket Creation Problem Resolution Ticket Assignment Problem Closure Knowledge Management Complaint Handling Ticket Assessment Ticket Worked Incident Escalation Handling Ticket Closure Module Description • Manage Support - This module assists organizations in appropriately responding, resolving & examining IT incidents & problems for appropriate solution & information / data is appropriately catalogued, published and shared with the right users. • Incident Management Process- This process ensures to minimize adverse impact of incidents on business operations and restores IT service normal IT service as quickly as possible • Problem Management Process- This process ensures problems and recurring incidents are appropriately recorded and resolved for an appropriate solution. • Knowledge Management Process – This process ensures that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision. © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 15

Next Back Manage Support - Incident Management Ticket Creation • Ticket Assignment • Preventive Maintenance • Ticket Closure • Event Management • Job Execution • Data Externalization Output Input Roles • Requestor • Incident Management Analyst Deliverables Key Activities • An Incident ticket is logged under Service desk by a Requestor • Nature of the request is determined and verified if it is a new request • Assigned ticket number is provided to Requestor • Status of the ticket is updated to Requestor © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 16

Next Back Manage Support - Incident Management Ticket Assignment • SLA Rev. Req. Handling • Ticket Creation • Ticket Closure • Ticket Worked Input Output Roles • Incident Coordinator • Incident Management Analyst • Ticket Asmt. • Problem Resolution • Complaint Handling • Ticket Closure • Ticket Creation • Change Reg. Deliverables Key Activities • Complaint logged by Requestor is assigned to appropriate person • Support request is assigned to appropriate group for resolution • Support request is assigned to Problem Coordinator if Problem Management is required • Support request is assigned to Change Coordinator if Change Management is required • If Problem and Change Management are not required , Support request is assigned to appropriate SME © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 17

Next Back Manage Support - Incident Management Complaint Handling • • Ticket Assignment Input Output Roles • Requestor • Incident Management Analyst Ticket Closure Deliverables Key Activities • By determining the cause of complaint, Solution to the request is provided © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 18

Next Back Manage Support - Incident Management Ticket Assessment • Ticket Assignment Input Output Roles • • Ticket Closure • Ticket Worked • Problem Resolution Deliverables Incident Management Analyst Key Activities • Priority level of the Incident ticket is determined based on the urgency and impact of ticket © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 19

Next Back Manage Support - Incident Management Ticket Worked • Ticket Assessment • Ticket Assignment • Incident Escalation Handling • Ticket Closure • Incident Escalation Handling Input Output Roles • Deliverables Incident Management Analyst Key Activities • Incident ticket is discussed analyzed with SME for resolution © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 20

Next Back Manage Support - Incident Management Incident Escalation Handling • Ticket Worked Input Service Provider • Continuity Manager • SME App. /Infra. Service Recovery Test • Ticket Worked • Change Registration Output Roles • • Deliverables Key Activities • Incident is escalated to the On-Duty Manager for resolution © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 21

Next Back Manage Support - Incident Management Ticket Closure • Ticket Creation • Ticket Assignment • Problem Resolution • Ticket Worked • Ticket Assignment • Complaint Handling • Knowledge Management • Ticket Assessment Input Output Roles • Requestor • Incident Management Analyst Deliverables • Trend Analysis Report Key Activities • Requestor is informed to verify resolved and completed support requests • Determine whether the Requestor is satisfied with the solution provided for the Incident ticket raised • Ticket is updated and involved people are informed • The Trend Analysis Report is prepared if a periodic trend analysis is required © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 22

Next Back Manage Support - Problem Management Problem Resolution • Availability Tracking • Capacity Tracking • Ticket Closure • Ticket Assignment • Problem Closure Input Problem Analyst • Problem Manager • SPOCs Change Registration • Problem Closure Output Roles • • Deliverables • None Key Activities • Known Error Database (KEDB) is checked to determine if any workaround for the problem is available • Root Cause Analysis of the problem is performed and the solution is defined • Determine if change management is required • Solution for the problem is implemented and ticket is updated post approval © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 23

Next Back Manage Support - Problem Management Problem Closure • • Problem Resolution Input Output Roles • Problem Analyst • Problem Manager • Requestor • SPOCs Knowledge management Deliverables • None Key Activities • The type of implementation (Solution / Workaround is final Solution / Temporary Workaround) is determined for solving the problem • Approval on the solution implemented is obtained from the Requestor • Post approval, problem ticket is updated in Known Error Database (KEDB) and related incident tickets are closed © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 24

Next Back Manage Support - Knowledge Management • Ticket Closure • Problem Closure • Capacity Utilization Threshold Setting • Input Output Roles • Knowledge Analyst • Knowledge Manager • Requestor None Deliverables • None Key Activities • Information / data is received from other processes and analysis of data is performed • Data analyzed in transformed into information and categorized • Approval on data is obtained from the Knowledge Manager • Post approval, the Knowledge Management Database (KMDB) is updated © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential 25

Thank You To learn more about other modules and services of manage IT, visit us at www. manage-it. biz To learn more about Systems Plus Pvt. Ltd. visit us at www. systems-plus. com © 2018 Systems Plus Pvt. Ltd. Proprietary and Confidential