Your Career at SDD - GPS

SDD – GPS A Business Overview

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Process Document

© 2010 IBM Corporation

SDD Fact File

o Mindspace Delivery center in Hyderabad

o 68 clients (AG - 34 ,EMEA - 28 APAC - 5 IBM INTERNAL - 1) across various sectors o Ongoing engagements with many Fortune 500 clients. o ~ 956(AG) ~647(EMEA) ~325 (APAC ) & ~430(IBM Internal ) o Analysts working out of Hyderabad Bangalore & Delhi. o Witnessed over 100% growth o BPMS Processes o TSC TQT & SQT team supporting and reviewing compliance posture o GDF model in SDD

o OS / Office / Productivity/ E-mail o Connectivity & Other Business Applications o Enterprise Mobility o Business Application Monitoring

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Bangalore

Hyderabad

o Embassy Golf Link & Manyata Delivery Center in Bangalore o Centers of excellence: Building core competencies through a shared services model o o o o o o o

Communication Distribution Financial General Business Industrial Internal Public L1

L1.5 CTS

IMAC

Process working with an integrated approach across all locations.

Hyderabad 1

International Airport 2

Bangalore

Number of centers within location Technical Services Delivery

2

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Technology Coverage OS Office / Productivity/ E-mail Connectivity & Other Business Applications Enterprise Mobility Logical ID/access management

Windows XP, Windows Vista, Win 2K/NT, Linux. Windows 7

Office 2003, Office 2007, Office 2010, Outlook, Lotus Notes

VPN, FTP apps,POS software, SAP, Siebel, Peoplesoft, CISCO IP, Firewalls,Blue Pumpkin,Hyperion,Sharepoint, and other custom apps

Blackberry, Active Sync, iPad (BP)

Mainframe (RACF/ACF2), Unix, Intel, AS400

5 © 2010 IBM Corporation

Service Desk Delivery Overview

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Process Document

© 2010 IBM Corporation

IBM manages the lifecycle through the end user service lines EUS Service Lines: Network / Telephony

CSC: Customer Service Centre DCS: Distributed Client Services SPMS: Software Platform Mgmt Services

Remote Access

Collaboration

Service Components  Service Desk

 End User Enablement

B I M Service Desk

Deskside Support

CTS

A C

Security & ID Administration

 IMAC Coordination

 Centralized Technical Support

 Deployments / Rollouts

 Data Migration

 Build / Install / Move / Add / Change

 Deskside Support (Software Break/Fix)

Application

Asset Management

 Image Management / Maintenance

 Application Packaging

 Software Distribution / Management 7 © 2010 IBM Corporation

Service Elements Level 1

Incident Management

Standard Image Support

Level 1.5

Other

Incident Management

Software Package Management Services (SPMS)

Subject Matter Expert Team

Business Application Support Helpdesk Operations

Centralized Tech Team (Remote Take Over) Knowledge Database Management

IMAC Coordination

Service Management (Availability Service Leaders) Account Management Team (Delivery Leaders / Client Service Leaders)

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Service Desk Environment

Quality Service Desk. IVR

Employee

Ticketing Tool

Knowledge Base © 2010 IBM Corporation

Resolver Group/Dealing Group

Call Flow – Process view OPENING U S E R

C O N T A C T S

TICKETING Verification of: • User Details • Call Details • Create New Contacts

Call Opening

Data Collection & Ticketing

RESOLUTION ROFC

ESCALATION / STATUSING

Knowledge Base Look up / Addition

First Call FTF Resolution

CLOSING

L2, L3, Desk side, or other Vendor Support

NO

Escalation / Dispatch

Statusing/ Monitoring

Problem Resolution

YES

H E L P

User Notification

D E S K

Call SLAs Critical Factors SpeedCall to answer within • Answer X secs Abandon
Issue Understanding

• Verify Problem Details • User entitlement

Ticket Closing With User Verification

FCR FTF

• Achieved Vs Achievable • Use of knowledge base

Defect Measurement And Control

• • • •

Misrouted Escalations Incomplete Documentation Wrong Problem Identification Insufficient Contact details

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CSAT

• Speed to answer • Speed of Resolution • Analyst Knowledge • Courteousness

Your Career in SDD

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Process Document

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Your Lifecycle in SDD

On-Boarding

Interview and Selection Process

Induction:Your IBM!

Communication Training

Process Training

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Delivery

Performance Management

SHIFT DURATION  Standard agent shifts have been designed taking all the requirements and expectations into consideration  Each agent shift is of 9 hours duration, out of which 1 break of 30 minutes for meals (lunch/dinner)  2 breaks of 15 minutes for tea, coffee etc

Agent Shifts in SDD Expectations of different stakeholders are taken into account while agreeing upon agent shift timings: - Need static work timings for the week - Get preferred working shifts to - Able to plan for vacations in advance - Get breaks at appropriate time during shift - Provision for emergency leave

Employee Expectations Business Objectives are achieved (Service Level%, Abandoned%, CSAT, FCR, Other targets) Adequate number of agents are available for work Shrinkage is maintained within targets Meetings, trainings, huddles etc could be provided to all agents Coverage throughout operating window of the account (24x7, 16x5…)

Management Expectations   

Contractual obligations (SLA/SLOs are met) Cost effective model is used in the delivery model Identify and manage Operational wastes like shrinkages/other leakages

Client Expectations

SHIFT TIMINGS & WEEKLY OFFS  Are decided based on the geography of incoming work and operating window of the account - for AG accounts, most shifts are between 5pm & 6am IST - for EMEA accounts, most shifts are between 11am and 9pm IST - for an ANZ accounts, most shifts are between 2am and 3pm IST  Agents can request their managers on preferred shift timings; if the required slot is available, it will be provided to the employee  Normally all shifts are for 5 days working with 2 days of weekly off  Weekly offs could be on any day of the week (including split offs) based on business requirements BREAKS  Usually breaks are provided every 2/3 hours during the shift, e.g., if the shift timings are 9am to 6pm, breaks usually are provided at 11am, 1:30pm, 3:30pm  However, breaks could get be delayed if there are any contingencies like calls waiting in queue, urgent work to be completed etc  Breaks could also be taken by the team management for meetings, huddles, trainings during any available time in the queue or at the start/ end of the shift

SHRINKAGES/LEAKAGES  Shrinkage is the measure of how much time is lost in vacation, holidays, sick time, training and so on  Standard SDD Planned Shrinkage is 14.04%  Agents can contact their respective managers to plan © 2010 IBM Corporation earned vacations, sick leaves etc

Career Framework at SDD GPS

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Process Document

© 2010 IBM Corporation

SDD Career Path Level 1 Support

Level 2 Support

Frontline Management

Team leads

SUBJECT

CALL’S  E-MAIL’S 

HELP DESK

USER ADMIN

IMAC

CTS

MATTER

SERVICE

EXPERTS

DELIVERY

SHARED

SHARED

SERVICES

SERVICES

SHARED SERVICES - the backbone of operations. Transitions

Training © 2010 IBM Corporation

Quality

RROC

Various Roles in SDD

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Questions?

Share your feedback about the entire session. Thank you

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Process Document

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