PRODUCTION SUPPORT PROCESS MONTH DAY YEAR 1 Guiding

PRODUCTION SUPPORT PROCESS MONTH DAY, YEAR 1

Guiding Principles Production support process to better meet the following two objectives: 1. Support the business area’s needs to execute transactions and expand their ability to increase productivity and reduce cost 2. Maximize effectiveness of every minute and resource spent on support 2 11/1/2020

Critical Success Factors Communication • Parties Involved: • Between business managers and IT managers • Between system users and IT support personnel • Within IT organization • Messages to be Communicated • Request for training / bug investigation & fix • Request for enhancements • Prioritization of enhancements • Status of support requests • Status of enhancements requests • Change in business IT needs Delivery • Completing support and enhancement requests in expected timeframe/sequence of priority 3 11/1/2020

Key Changes The process will be implemented in two phases: Phase 1 • • • Redefining production support processes Realigning the support personnel and their responsibilities Defining or modifying the Incident Management tool to support the process. Phase 2 • Enhancing the Incident Management tool to better support the process and provide better visibility of ticket status 4 11/1/2020

Production Support Model Level 1 End User Support • Training Material & Job Aids Business Workplace • Functional Support Key Users Leadership Security Business Approvers • Business Security Leads • Incident Mgmt Tool template w/ required fields Level 2 Production Support Process Owners • RP&A IT On-site Resources Must understand area, scope, urgency and completeness of request before prioritization and assignment Onsite IT Liaisons Production Support (Level 2&3) End User Support (Level 1) Level 3 Production Support Central Security Technology Operations End Users Central IT Support 5 • Role Maintenance • Role Assignment to Users • • Application Management Basis (Incl. Printer Fixes) Network Services Technical Architecture • ITS Funct. Configuration Support • ITS RP&A Development 11/1/2020

Objectives of Level 2 Support Ticket Resolution Efficiency • • • Resolve “Quick Fix” tickets expeditiously Minimize handoffs Eliminate tickets from “falling through the cracks” Minimize need to circle back to collect more information Facilitate Incident Management tool status to the user community Provide perspective for resource needs and business priority Knowledge Transfer • Build a broader and deeper understanding of the [project] solution to facilitate support and implementation efficiency 6 11/1/2020

Level 2 Production Support Level 2 Support by Location 1 Name 1 Location 2 Name 2 Location 3 Name 3 Location 4 Name 4 Location 5 Name 5 Location 6 Name 6 7 11/1/2020

Level 2 Roles & Responsibilities • Review tickets as they are submitted by customers from a respective location • Ensure the Incident Management tool ticket’s description, Urgency, Type (team) is accurate • Resolve the ticket if possible to do so in <4 hours • Route ticket to appropriate group for assignment and prioritization • Keep “customers” apprised of ticket receipt and status • Business advocate for tickets in need of prioritization or resources • Serve as “Level 3” support for resolving assigned tickets 8 11/1/2020

Level 3 Roles & Responsibilities • Resolve assigned Incident Management tool tickets • Ensure the Incident Management tool ticket’s description, Urgency, Type (team), Reference, and Status of “owned” tickets is correct at all times • Support and transfer knowledge to other Level 2/Level 3 resource resolving Incident Management tool tickets • Communicate priority/time conflicts between Incident Management tool ticket’s resolution, Incident Management tool ticket support and other projects as the arise 9 11/1/2020

Service Level Guidelines Urgency Description Response To Customer with Status Target Resolution Time Critical • Work Stoppage • No work around • $ at risk Phone call 1 Day (may be migrated outside of schedule) High • Time sensitive process impaired • Very difficult work around • Fix has strong Cost/Benefit • High business impact if not resolved in 2 weeks 1 Business Day <10 Business Days (may be migrated outside of schedule) Medium • Non-time sensitive impact • Work around available 2 Business Days 30 - 90 Business Days Low • Acceptable work around • Low $ risk • Fix has low Cost/Benefit 2 Business Days >90 Business Days 10 11/1/2020

Production Support Meeting Objectives Agenda 1. Review metrics of Open/Closed tickets by Team, Location & Status 2. Identify “Active” & “Planned” tickets that are “past due” and/or in need of additional resources 3. Balance work load across production support team. Assign new “Planned” tickets Attendees Production support team Reports Tickets by Team/Priority/Status Tickets by Team/Owner 11 11/1/2020

Stakeholder Meeting Objectives Agenda 1. Review metrics of Open/Closed tickets by Team, Location & Status 2. Identify “Active” & “Planned” tickets that are “past due” and/or in need of additional resources 3. Balance work load across production support team. Assign new “Planned” tickets Attendees Production support management resources and Stakeholders Reports Tickets by Team/Priority/Status Tickets by Team/Owner 12 11/1/2020

Next Steps…. Update Incident Mgmt Tool Tickets by [time] We need everybody’s help updating the Type, Urgency, Reference and Status of all the Incident Mgmt Tool tickets you own. Type = Team Urgency = See guidelines in this deck Reference = only the last name of the person “ultimately” responsible for resolving the ticket Status = Please reference flow on last slide of this deck 13 11/1/2020

Production Support Flow Status: New, Assigned, In Process, Closed Assigned, Closed, Pending Stakeholder Review, Assigned, In Process, Ready for Developer, QA, Ready for Production Activity: Ready for Development, In Development, Functional Test, QA, Ready for Production Completes Resolution Created Incident Mgmt Ticket via email Reviews Incident Mgmt Ticket for designated location. Update key fields. Establishes initial Priority. May close ticket. Reviews tickets. Validates Priority. Balance Level 3 Workload. Completes Config/ Testing Complete Design Prioritizes tickets Role: Customer Level 2 Functional Leads Stakeholder Review Approve. Request Migration Completes Programming/ Unit Test Approve. Request Migration Developmen t Functional Approves Prioritization CCB Security / Functional / Basis (Level 3) 14 11/1/2020

Contact Information For additional information on this process, please contact… Contact Name Email Phone Primary Secondary 15 11/1/2020