IBM Account Canada_All Location Meeting_Sep_2015

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© 2009 IBM Corporation

IBM Canada All Location MeetingSeptember 2015




AGENDA

Account Achievements

Session - WAAS CM! "I#W M$BI%# A&&

&resentation '( Srikanta )pdates *rom &M+s and ,M+s

e.-/oinee Introduction

%ocation )pdates

Birthda(s



Account Acie!ement"

IBM Account Canada # Sep 2015




&roect 1ihlihts

BMS Application- Canada has a local inter*ace .hich process all the emplo(ee records as per the Canadian 'usiness rules to set them

appropriatel( in the &AC s(stem3 his inter*ace processes records 'ased on *unction code or division and the C! streamlined it to use onl(division code in the loic3 his provides a 'ene*it o* a'out CA, 24 each (ear '( virtue o* automation

5orex application 6 Chane implemented to include &$s .ithin respective orders3 &ossi'le savins o* 2394 proected

B&,B application-!elease 7737 - Incorporated Audit !eportin aents in the application to automaticall( enerate dail(8.eekl( audit reports3Saves the ,ata Custodian an av3 o* hours8.eek and helps in 'etter reportin8preparedness *or audit3

WAAS:MC$ ;Avinash< and MA=IC;under =uru< are selected *or corporate audit ;happenin in $ct<3

$roducti!it% E&&icienc%'Impro!ement"

>?@ 4 o* actual savins realied *rom !esource consolidation and icket productivit( Assessment Workshop ;&AW<




Aile8$raniation Initiatives =ive'acks

Startin mid /ul(: all IBM Account Canada &roects have 'een on-'oarded to Aile Wave 2 implementation and teams have 'een *ollo.in 4ABA model

eams .ill 'e .orkin on continuous improvement throuh D!etropsectivesD session and improved product 'acklo prioritiation .ith the active involvement o* A$8&$

A second round o* aile maturit( assessment .ill 'e carried out in this month: .ith AS team8A$8&$: to ascertain the level o* maturit( each proect has achieved on aile3

.o Aile coaches *rom IBM Account Canada3 Coachin applications

WAAS &AW initiative - WAAS CM! ,ata "ie. on mo'ile ;&$C is completed<

&reeti selected as India-South Asia lead *or MCC ;Millennial Corps< Arka per*ormin the C%& ;Computer %iterac( &roram< as a co *acilitator

Arka .orked as a Mo'ile .orkliht rainin S&$C *rom 4olkatta location3




Client8=eo Appreciation

Appreciation *rom Canada B8I sponsor %(nda 1arle( and AS ,&# Aslam ,ean

Aruna!a Baner(ee

Dhe IBM Account manaement team .ould like to thank (ou *or (our participation on theS# &roect3 Bein a'le to manae &ermanent !esident emplo(ees throuh the Canada

s(stems8processes .ill allo. IBM to increase customer satis*action: minimie losinvalua'le skills to the competition and 'e more competitive in the marketplace3 Eou should'e proud that (ou .ere part o* the team that made all this possi'le: hanks *or unitin to etit doneFD


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WTAAS CMR VIEW MOBILE APP

WTAAS CMR

WTAAS CMR – Customer Master Record which is used to create and maintain

customer data, as art o! order !u"!i""ment s#stem$ creatin% data,"acin% orders,

shiin% orders, in&oice %eneration etc' (

WTAAS CMR Viewer Mo)i"e A

It is a mo)i"e a to &iew the Customer Master Records "i*e customer name,

address,date o! order "acin% and shiment to "ant, status o! orders "aced etc' The a is meant main"# !or IBM users'


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WTAAS CMR VIEW MOBILE APP

+e&e"oment En&ironment o! A

WTAAS Customer Viewer is de&e"oed on IBM Mo)i"eirst P"at!orm which

connects to WTAAS +B- +ata)ases in the )ac*%round to !etch the Customer

detai"s with a uni.ue customer id'

Bene!its/

Indeendent o! an# too"s

0on1transarent

aster e2ecution Cost e!!ecti&e

3ser !riend"#




IBM =lo'al Business Services

Maor Incident &rocess Manaement H# 5ocus

6 Srikanta a(ak ---- 09878207 -




© Cop(riht IBM Corporation 207?70

Agenda

What is a Maor Incident J

Best &ractices to avoid Maor Incidents and Huick recover(3

H# 5ocus

Summar(

- Huestions





K

It a**ects a larenum'er o* users:&ro'lem onoin

.ith de*inite!evenue loss

#xamples L ,ela( to

'atch8online: Cancellin'atch c(cle3 '( passin

a o' .hich sendimportant *inancial *iles

to do.n streams3

a lare num'er o*Service ,esk calls:

customer impatience

a maor incident is ahihest-priorit(incident in the

impact8urenc(Matrix S%A parameters are

missed8 1ueimpact on

customers 'usinessprocess3





-

-

AS support team mu"t monitor the application 'atch c(cle and online on a reular 'asis to ensure there is nodela( *rom the BA)3 $n 1olida(s and Weekends the &rimar( and Secondar( support must mutuall( areed tocheck the s(stem to see 'atch completed in time and online came up in time3

Incase there is a dela(: support team should 'e enaed Nuickl( to determine the root cause and *ix the issue3

I* it is determined the issue to a particular application is holdin the do.nstream applications 'atch and8oronline : it is recommended to send a Nuick note to the roup Id ) IGA*Ind*Can: so that ever(one .ill come tokno. there is a Maor issue to the s(stem3

Srikanta a(ak and Chris %edard are the Maor Incident *ocal point3 #nsure that 'oth o* them are in*ormedincase there is a Maor issue3

Incase an application needed to execute an( A& reNuest on production environment *or a 'usiness need :#nsure that the reNuest is 'ein monitored till completion3 Conduct revie.s to identi*( improvements andprevent similar incidents *rom reoccurrence3

+

I* (our 'usiness can su**er irrepara'le damae in minutes3 he clock is

tickin: and ho. *ast (ou communicate to (our maor incidentresolution team is ever(thin3




© Cop(riht IBM Corporation 207?7?

,E -ocu"

IBM earn" a large percentage o& .uarterl% re!enue at te end o& te .uarter 6 1iher than normal volumes on critical s(stems3

6 IBM Account Canada6 @ H# Critical applications

S%"tem a!ailabilit% and per&ormance are critical

6 $re!ent /utage" * Maximie s(stem availa'ilit( and per*ormance3 ,E Cecli"t proce"" - he CI$ senior leadership considers the H# Checklist process a maor initiative to prepare *or the upcomin H# Close and

a driver o* success durin the H# Close period3 $ur role is ke( in that success3

,uarter Clo"e Impro!ement $roce"" 6 $noin e**ort: reset Nuarterl(

Anal(e Huarter Close per*ormance *rom prior Nuarters: drive improvements

Anal(e !CAs and actions *rom prior outaes: drive preventive actions to closure3

6 e"tore Ser!ice * Minimie recover( time in the event o* an outae3

-





H# &reparation - Checklists !eadiness

Man( issues can 'e avoided '( the preparation and checks prior to the reportin period3 he checklist

should check and veri*( the application and process: the in*rastructure and the environment .here hosted3

- he oal o* the H# Checklist is that no preventa'le pro'lems are encountered: such as pass.ord or certi*icate expirations: out o*

space: spool *ile issues: human errors: etc3

- Eou are encouraed to update the checklist in each Nuarter to Nuarter to *it (our environment and the issues athered *rom other areas3

- An( preventa'le pro'lems that occur .ill 'e hihlihted and it .ill 'e expected to 'e part o* the !CA process3 Wh( the issue missed in

the checklist revie. J

-





,uarter End $roblem Management

Standard pro'lem manaement processes- It is recommended to open all issues as a Severit( 7 to ensure support team et enaed accordinl(

- 5or an( H# Application: it is expected that there .ill 'e no hesitation to 'rin in next level o* support

and8or team leads to assist in resolvin an issue ,o ot hesitate to escalate i* pro'lem determination is not proressin or there is a dela( in response *rom support

teams

H# Maor Incident process should 'e *ollo.ed3

Incase o* H# Maor Issues the *ollo.in people should 'e noti*ied3

S$- ,eliver( S,M 6 C(ndi Wilcox8 "enkata 4k &alli

AS S,M 6 Chris %edard8 Srikanta a(ak

he AS S,M .ill send an email to all AS M"S teams ;&M and Support<: associated Application $.ners ;A$s<: and

Bhaskar ,e ;Bhaskar ,e8India8IBM< in*ormin them o* the pro'lem: 'ased on the contact in*ormation *or the M"S Applications in IM,B





Dail% eporting

!eNuirement- ,ail( H# reportin to H# executives

- It is encouraed to include the &ro'lem description: &reliminar( root cause :1o. it .as solved: !evenue loss: &otential *or

reoccurrence and8or actions taken to prevent reoccurrence *or an( outae to the report3

- )sae o* lotus connections *or the ,ail( reportin3 - H# reportin helps to catch an( o* the issues out side the application .hich in turn causes an outae to the reportin application

and the preventive action can 'e taken *or the reoccurrence '( drivin the !CA3

-

-




© Cop(riht IBM Corporation 207?7@

Dail% eporting

-




© Cop(riht IBM Corporation 207?7G

Summar%

Maor Incident #xecution- Monitor the 'atches8 online on a reular 'asis3

- $ver react incase o* a Maor issue 3

- More *ocus on proper and Nuick communication3

Huarter #nd #xecution- &articipate in ,ail( !eportin activities

- Be on call ;2x@< to participate in case o* incidents

- &articipate in pro'lem resolvin

Huarter #nd 5inish

- &er*orm !CAs

-





,ue"tion"



© 2009 IBM Corporation20 I=A Canada A%M

3pdate" &rom $M" and DM"

F F ti l M D k



From Functional Manager Desk

A""ignment'/n*/&& Boarding ecord" # 4eeping it 3p*to*Date

&S,B ;Canada !esource Manaement ool<

W5M ;CI$<

!C ;Assinment8$n-$** 'oardin checklist<

/n'/&& Boarding Co*/rdinator

- Collects in*ormation *rom &Ms on resource on8o** 'oardin in .iki

- Sends .elcome note to ne. resources updates local distri'ution list

$M'Delegate in $ro(ect eam

- Creates !esource8Assinment !ecord in !C *or ne. resources

- 3pdate" /n'/&& Boarding cecli"t" in C

- Creates racker !eNuest *or $perations eam to update =eo ,istri'ution %ist

-unctional Manager

- Creates8)pdates record in &S,B



Agile ran"&ormation # ne6t "tep"

1ave reular !etrospective sessions *or *urther improvement

Involve A$8&$ *or &roduct Backlo )pdate Work Items &rioritiation

Measure improvements '( comin up .ith proper Metrics continuoustrackin

3pcoming Corporate Audit"



IGA Canada ALM

e. /oinees

Arjun Dhanasekar

Kolluru Rashmi

Uma M Maheswari




Location 3pdate"



© 2009 IBM CorporationIGA Canada ALM04/07/14August

16, 2012

Spring Day Celebration @ Manyata




Birtda%"

Bhaskar De

Vasanthi Buduvarthi

Priyanka Raghuvanshi

Mouarna Roy

Arjun Dhanasekar



© 2009 IBM C ti2@ I=A Canada A%M

Thank You!

Documents

IBM Account Canada_All Location Meeting_Sep_2015