AMS ENGAGEMENT

GUIDELINES FOR FMG

DOCUMENT CONTROL
Version V2.0 Date of Issue 12.08.201
Prepared by
Na!e Desi"nation#Ro$e%De&art!ent E!ai$ ID
'(onne Mu$$i"an Ser(i)e De$i(er Mana"er % SA* +(onne.!u$$i"an,sa&.)o!
-ari .o&&isetti /a)0u& De$i(er+ Lea1 % SA* -ari.0ris2na.0o&&isetti,sa&.)o!
Reviewed by
S2i(a&rasa1
.ati0anani
SA* A&&$i)ations Lea1 % FMG s0ati0ani,f!"$.)o!.au
E!i$+n 32an SA* FI3O 3onsu$tant % FMG e)2an,f!"$.)o!.au
'(onne Mu$$i"an Ser(i)e De$i(er+ Mana"er %
SA*
+(onne.!u$$i"an,sa&.)o!
Approved by
'(onne Mu$$i"an Ser(i)e De$i(er+ Mana"er +!u$$i"an,sa&.)o!
Customer Approval
S2i(a&rasa1
.ati0anani
A&&$i)ations Lea1 % FMG s0ati0ani,f!"$.)o!.au
Document istory
Version No. Date of Issue Re)or1e1 32an"es
1.0 0.0.201 Version *u4$is2e1
2.0 12.08.201 3IM *ro)ess In)$u1e15Draft
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
3ONTENTS
DO3UMENT *UR*OSE...............................................................................................
AMS ENGAGEMENT OVERVIE7.................................................................................
EFFORT ESTIMATES AND A**ROVALS.......................................................................8
SU**ORT TI3.ET 3LASSIFI3ATION % /AU AND 3I A3TIVITIES....................................9
3ATEGOR': In)i1ent Mana"e!ent.........................................................................;
3ATEGOR': 3riti)a$ In)i1ent Mana"e!ent...........................................................10
3ATEGOR': 32an"e Mana"e!ent.......................................................................11
3ATEGOR': Re<uest Fu$=$!ent............................................................................ 1
3ATEGOR': E(ent Mana"e!ent.......................................................................... 19
T-E AMS 3LASSIFI3ATION DE3ISION TREE.............................................................18
Ser(i)e Re<uest For!............................................................................................ 1>
Ser(i)e Le(e$ A"ree!ents ?SLA@sA an1 A"ree1 Initia$ Res&onse Ti!es ?IRT@sA.......20
Ti)0et *riorit+ MatriB........................................................................................... 20
De=nition of t2e *riorit+ of an In)i1ent...............................................................21
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
DO3UMENT *UR*OSE
T2e &ur&ose of t2is 1o)u!ent is to out$ine t2e AMS en"a"e!ent &ro)e1ures t2at
staC at FMG an1 AMS De$i(er+ 3entres s2ou$1 fo$$oD. It &ro(i1es 1e=nitions an1
re<uire!ents re$atin" to t2e fo$$oDin":
ECort Esti!ate Re<uire!ent
Ti)0et 3$assi=)ation % /AU an1 3I a)ti(ities
AMS Ti)0et 3$assi=)ation De)ision Tree
Ser(i)e Le(e$ A"ree!ents ?SLA@sA an1 A"ree1 Initia$ Res&onse Ti!es ?IRT@sA
*riorit+ MatriB
Out of -ours Su&&ort ?non%/asisA
OSS Messa"e Mana"e!ent
T2is 1o)u!ent &ro(i1es "ui1an)e on ro$es an1 res&onsi4i$ities for ea)2 of t2e
areas )o(ere1 to ensure a$$ sta0e2o$1ers 2a(e )$arit+ on re<uire!ents.
AMS ENGAGEMENT OVERVIE7
AMS ser(i)es &ro(i1es a $on" ter! re$ations2i& 1e$i(erin" &ost i!&$e!entation
a&&$i)ation su&&ortE o&ti!iFation an1 i!&ro(e!ent for FMG to ensure 2i"2
a(ai$a4i$it+ an1 &erfor!an)e of t2e 4usiness &ro)esses.
T2e ser(i)es are 1e$i(ere1 re!ote$+ on a s!ared resour)es 4asis. As su)2
)onsu$tants fro! ea)2 1e$i(er+ )entre &ro(i1in" su&&ort to FMG are not
DEDI3ATED resour)es ?a&art fro! Ser(i)e De$i(er+ Mana"erAE 4ut rat2er &ro(i1e
su&&ort to !u$ti&$e )$ients. *ersonne$ )an 4e assi"ne1 as 1e1i)ate1 resour)es to
FMG if re<uire1E su4Ge)t to a"ree!ent 4ein" rea)2e1 4etDeen SA* AMS Mana"er
an1 FMG AMS Mana"er.
Re<uest for AMS Dor0 "reater t2an 8 1a+sE or for ite!s not )o(ere1 in t2e Ser(i)es
)ata$o"ueE is )onsi1ere1 a &roGe)t an1 s2ou$1 4e s&e)i=e1 an1 treate1 as su)2.
De$i(er+ of &roGe)ts )an !ana"e1 usin" AMS 2ours Dit2 !utua$ a"ree!ent
4etDeen SDM an1 A&&$i)ations Lea1.
"cope o# AM" "ervices$
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
EFFORT ESTIMATES AND A**ROVALS
Esti!ates are to 4e &ro(i1e1 4+ AMS tea! on$+ on)e a$$ re<uire!ents are fu$$+
un1erstoo1. If t2e Ser(i)e Re<uest For! 1oes not &ro(i1e enou"2 infor!ationE or
Fun)tiona$ S&e)i=)ation is not &ro&er$+ s)o&e1E it is t2e res&onsi4i$it+ of AMS
)onsu$tant to fo$$oD u& Dit2 FMG )onsu$tant to fu$$+ 1e=ne re<uire!ents. T2is is to
4e 1one &rior to an+ a)ti(ities 4ein" un1erta0en.
72en &ro(i1in" esti!ates t2e for!at 1e=ne1 in Ser(i)e Re<uest For! s2ou$1 4e
fo$$oDe1. A&&ro(a$s for esti!ates !ust a$so )ontain t2e 32an"e Do)u!ent
nu!4er D2en trans&orts are re<uire1E a$on" Dit2 )onsu$tant na!e t2at 32an"e
Do)u!ent is assi"ne1 to for 1e(e$o&!ents.
On$+ t2ose FMG Fun)tiona$ 3onsu$tants an1 /*E@s $iste1 on t2e 3usto!er Fa)t
S2eet ?3FSA are aut2orise1 for a&&ro(a$s.
NOTE$
%# E&ort Estimates are re'uired () * !ours+ ) ,- !ours. AM" sta& are
NOT to commence wor/in0 on tic/ets until approval !as been provided1
T%" %" A MANDATOR2 CONTRACTUAL RE3U%REMENT
4or P56P, Production issues approval can be provided a#ter necessary
actions applied+ !owever AM" consultants must update tic/et advisin0
w!en approval will be sou0!t1
A11itiona$ a&&ro(a$s are re<uire1 D2en a)tua$ eCorts "reater t2an a&&ro(e1
eCorts. T2e a11itiona$ a&&ro(a$ is to 4e sou"2t an1 "rante1 &rior to t2e a11itiona$
2ours 4ein" )arrie1 out.
72ere in1i)ate1 ?as 1eter!ine1 4+ ti)0et )$assi=)ationAE a&&ro(a$ is a$so re<uire1
for So$ution in or1er to )$ose t2e ti)0et.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
SU**ORT TI3.ET 3LASSIFI3ATION % /AU AND 3I A3TIVITIES
FMG an1 AMS )onsu$tant s2ou$1 referen)e t2e fo$$oDin" infor!ation D2en
1eter!inin" 2oD a ti)0et is to 4e )$assi=e1 for su&&ort. Ea)2 )ate"or+ s2oDs t2e
re<uire1 Hua$it+ Gates t2at !ust 4e a12ere1 toE in)$u1in" 4ut not $i!ite1 to ECort
Esti!ate a&&ro(a$s an1 A&&ro(a$ for Ti)0et 3$osure.
A$$ )o!!uni)ations an1 a&&ro(a$s re$atin" to Hua$it+ Gate re<uire!ents !ust 4e
1o)u!ente1 in t2e asso)iate1 ES* ti)0et. A))or1in"$+ (er4a$ )o!!uni)ations are
not suI)ientE a&&ro(a$s MU"T 4e &ro(i1e1 in a Dritten for!at ?"enera$$+ (ia
e!ai$ )o!!uni)ationsA.
It is )ru)ia$ t2at t2e )orre)t ti)0et )ate"or+ 4e )2osen in or1er to tri""er t2e
)orre)t <ua$it+ "ate re<uire!ents.
T2e )orre)t ti)0et )$assi=)ation s2ou$1 4e se$e)te1 D2en )reatin" t2e Ser(i)e
Re<uest For! for t2e re<ueste1 Dor0 4ein" )arrie1 out.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
3ATEGOR': In)i1ent Mana"e!ent
%ncident wit!out C!an0e
%ncident wit! C!an0e 7 Re0ular C!an0e
%ncident wit! C!an0e 7 Emer0ency C!an0e
T2PE O4 "UPPORT$ 8AU Activities
DE4%N%T%ON
An in)i1ent is an un&$anne1 outa"e of a production s+ste!E or &arts of#D2o$e
4usiness &ro)ess. In)i1ents Di$$ on$+ o))ur in t2e &ro1u)tion en(iron!entE a$$
ot2er en(iron!ents Di$$ tri""er a 1iCerent )ate"or+ su)2 as Ser(i)e Re<uest or
32an"e Re<uest.
A &ro4$e! is t2e un1er$+in" root )ause of an in)i1ent. A &ro4$e! )an )ause
!u$ti&$e in)i1ents.
%ncident wit!out C!an0e 7 Description6E9ample$
So!et2in" in Production t2at Das Dor0in" 4ut noD 1oes not Dor0. T2e
)orre)tion does not re'uire a trans&ort. EBa!&$e: user 2a1 a))ess to a
re&ortE t2e+ no $on"er 2a(e a))ess.
%ncident wit! C!an0e 7 Description6E9ample
So!et2in" in Production t2at Das Dor0in" 4ut noD 1oes not Dor0. T2e
)orre)tion does re'uire a trans&ort. EBa!&$e: a re&ort Das s2oDin" a
=e$1E a )2an"e Das !a1e to t2e s+ste! D2i)2 )ause1 t2e =e$1 to no $on"er
s2oDE a )2an"e to t2e re&ort nee1s to 4e !a1e in De(e$o&!ent an1
trans&orte1 to *ro1u)tion.
T2e Emer0ency C!an0e )ate"or+ s2ou$1 4e use1 D2en a *1 issue is raise1 an1
reso$ution re<uires an e!er"en)+ trans&ort to 4e )reate1.
Note: A ticket should be reclassifed according to transport requirements if
originally classifed as Incident without Change, then it is subsequently identifed
that a transport will be required, it should be updated to Incident !ith Change" to
ensure the correct #uality $ates are identifed and appro%als are obtained&
APPRO:AL RE3U%REMENT" 7 3UAL%T2 ;ATE"
Tic/et Cate0ory
E&ort
Estimation
Emer0enc
y C!an0e
Transport
to
Productio
n1
Transport
No1
Test
Documenta
tion
"olution
Approval
In)i1ent
Mana"e!
ent
In)i1ent
Dit2out
32an"e
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A N#A N#A N#A
A&&ro(a$
Re<uire1
In)i1ent
7it2
32an"e %
Re0ular
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A A&&ro(a$
re<uire1 if
1one 4+
AMS
Re<uire1 in
ES* Ti)0et
Re<uire1 in
ES* Ti)0et
A&&ro(a$
Re<uire1
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
In)i1ent
7it2
32an"e %
Emer0enc
y
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
A&&ro(a$
re<uire1 if
1one 4+
AMS
A&&ro(a$
re<uire1 if
1one 4+
AMS
Re<uire1 in
ES* Ti)0et
Re<uire1 in
ES* Ti)0et
A&&ro(a$
Re<uire1
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
AM" ANDL%N; AND T%C<ET%N; PROCEDURE
AMS &ro(i1e ana$+sis an1 reso$ution of In)i1ents ?interru&tions in 4usiness
&ro)essesA an1 *ro4$e!s ?root )ause of interru&tionsA. An in)i1ent )an 4e reso$(e1
4+ eit2er &ro(i1in" a Dor0aroun1 or 4+ =n1in" an1 e$i!inatin" t2e root )ause of
t2e &ro4$e! t2at )ause1 t2e in)i1ent.
Ti)0ets for in)i1ents Dou$1 usua$$+ 4e raise1 4+ FMG staC ?Fun)tiona$ )onsu$tant
an1#or /*EA Dit2 an Ser(i)e Re<uest For! 4ein" re<uire1. If it is an e!er"en)+
in)i1ent out of Dor0in" 2ours ?or &u4$i) 2o$i1a+sA t2e Ser(i)e Re<uest For! )an 4e
&ro(i1e1 &ost &ro4$e! reso$ution.
%NC%DENT PR%OR%T2
*riorit+ of an in)i1ent is 1eter!ine1 4ase1 on a )o!4ination of Ur"en)+ an1
I!&a)t 6 refer to *riorit+ MatriB. It is anti)i&ate1 t2at if *ro1u)ti(e s+ste! is
i!&a)te1 t2e &riorit+ Dou$1 4e P5 or P,.
NOTE$ If a *ro1u)ti(e s+ste! is 1oDn &$ease refer to t2e FMG Production
Incident Handling Procedure&
Note: Process regarding timing of seeking estimates for P1/P1 Incidents
needs to be determined.
4M; CAN;E PROCE"" 4OR %NC%DENT"
Trans&orts Re<uests asso)iate1 Dit2 %ncident wit! C!an0e 7 Emer0ency ti)0ets
Di$$ re<uire an Ur0ent C!an0e 1o)u!ent raise1 in 32aRM as t2e re$ate1
Trans&ort Re<uests Di$$ fa$$ outsi1e of t2e nor!a$ trans&ort !i"ration Din1oD.
Trans&ort Re<uests asso)iate1 Dit2 %ncident wit! C!an0e 7 Re0ular ti)0ets !a+
re<uire eit2er a Normal C!an0e 1o)u!ent or Ur0ent C!an0e 1o)u!ent raise1
in 32aRME 1e&en1in" on &riorit+ 6 FMG Fun)tiona$ )onsu$tant to 1eter!ine as &art
of issue ana$+sis.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 10
3ATEGOR': 3riti)a$ In)i1ent Mana"e!ent
DE4%N%T%ON
A 3riti)a$ In)i1ent Mana"e!ent is an un&$anne1 outa"e in *ro1u)tion s+ste!
i1enti=e1 t2rou"2 s+ste! a$erts or !anua$ ser(er a(ai$a4i$it+ )2e)0
Action Plan
3usto!er s2ou$1 4e noti=e1 t2rou"2 an e!ai$ a4out t2e una(ai$a4i$it+ of
*ro1u)tion s+ste!
As a su4se<uent a)tionE Su&&ort tea! Di$$ rea)2 FMG 8A"%"
Administrator on callE in )ase /ASIS a1!in is not rea)2a4$e su&&ort tea!
Di$$ rea)2 Application Lead if t2ere is no return )o!!uni)ation on t2e
!ai$ in 18 !inutes
/rin"in" 4a)0 t2e *ro1u)tion a&&$i)ation into o&erationa$ !o1e
AMS tea! Di$$ raise a ti)0et in ES* an1 in(esti"ate t2e R3A
Root 3ause Ana$+sis Di$$ 4e s2are1 a))or1in"$+ Dit2 /asis A1!inistrator #
A&&$i)ation Lea1
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 11
3ATEGOR': 32an"e Mana"e!ent
Re'uest #or C!an0e
T2PE O4 "UPPORT$ C% Activities
DE4%N%T%ON
A 32an"e Re<uest is a )ontinuous i!&ro(e!ent ser(i)e t2at in)$u1es
i!&ro(e!ent an1 furt2er 1e(e$o&!ent of t2e s+ste! $an1s)a&e as re<ueste1 4+
FMG. 32an"e Re<uests are not tri""ere1 4+ an in)i1ent.
32an"e Mana"e!ent &ro(i1es te)2ni)a$ an1#or fun)tiona$ su&&ort for ana$+Fin"E
&$annin"E an1 1e&$o+in" a )2an"e ?in)$u1in" trainin" an1 0noD$e1"e transferA in
FMG@s s+ste!.
Re'uest #or C!an0e 7 Description6E9ample$
T2is !a+ 4e neD fun)tiona$it+E a neD 3o!&an+ 3o1eE a neD or u&1ate1
Dor0 s)2e1u$e. It !a+ in)$u1e a1Gust!ents to )usto!iFin" an1
&ara!etersJ o&ti!iFation of eBistin" &ro)esses an1 stru)tures an1 t2e
i!&$e!entation of neD fun)tionsJ re$ease u&"ra1es an1 interfa)e
&ro"ra!!in". E9ample: Fun)tiona$ 3onsu$tant re<uires a neD )o!&an+
)o1e )reate1 a)ross !o1u$es.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 12
C!an0e Re'uest cate0ory s!ould also be nominated #or any
activities t!at ta/e place in "andbo9 system.
APPRO:AL RE3U%REMENT" 7 3UAL%T2 ;ATE"
Tic/et Cate0ory
E&ort
Estimation
Emer0enc
y C!an0e
Transport
to
Productio
n1
Transport
No1
Test
Documenta
tion
"olution
Approva
l
32an"e
Mana"e!
ent
Re<uest
for
32an"e
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A
A&&ro(a$
re<uire1 if
1one 4+
AMS
Re<uire1 in
ES* Ti)0et
Re<uire1 in
ES* Ti)0et
Re<uire1
Note$
Appro%al for e'orts ( ) hours *(+, hours Applications -ead. MUS be obtained
prior to any work being carried out for all !"ange Management requests&
A/0 consultants are unable to commence working on Change 1equest until
appro%al has been pro%ided&
AM" ANDL%N; AND T%C<ET%N; PROCEDURE
Ti)0ets for 32an"e Re<uests are to 4e raise1 4+ FMG staC ?Fun)tiona$ )onsu$tant
an1#or /*EA Dit2 an Ser(i)e Re<uest For! 4ein" re<uire1.
4M; Applications Lead must approve anyt!in0 bein0 deemed as
8usiness Critical (P,. prior to re'uest bein0 submitted 7 as per "ection
= o# "ervice Re'uest 4orm1
CAN;E RE3UE"T PR%OR%T2
*riorit+ of a 32an"e Re<uest is 1eter!ine1 t2rou"2 a )onsu$tati(e a&&roa)2. /AU
a)ti(ities Di$$ usua$$+ ta0e &re)e1en)e o(er 32an"e Re<uests.
NOTE$ If a 32an"e Re<uest is 1ee!e1 to 4e /usiness 3riti)a$ it )an 4e )$assi=e1
as *2 6 refer to *riorit+ MatriB.
4M; CAN;E PROCE"" 4OR CAN;E RE3UE"T"
Trans&orts Re<uests asso)iate1 Dit2 Re'uest #or C!an0e ti)0ets Di$$ re<uire a
Normal C!an0e 1o)u!ent raise1 in 32aRM as t2e re$ate1 Trans&ort Re<uests
Di$$ 4e !i"rate1 as &art of t2e nor!a$ trans&ort !i"ration Din1oD.
Trans&ort Re<uests asso)iate1 Dit2 Re'uest #or C!an0e ti)0ets t2at 2a(e 4een
a&&ro(e1 as 8usiness Critical !a+ re<uire an Ur0ent C!an0e 1o)u!ent
raise1 in 32aRM if t2e trans&ort is re<uire1 to 4e !i"rate1 to *ro1u)tion outsi1e
of t2e nor!a$ trans&ort !i"ration Din1oD.
C!an0e Mana0ement 7 Pro>ects
Trans&ort Re<uests asso)iate1 Dit2 Re'uest #or C!an0e ti)0ets t2at are a &art
of a 4i""er &roGe)t Di$$ 4e re<uire1 to 4e raise1 in Hua$it+ Gate Mana"e!ent.
Refer to K#GM $e%elo&er User Manual@ for instru)tions.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 1L
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 1
3ATEGOR': Re<uest Fu$=$!ent
"ervice Re'uest
Continuous Operations
"tandard C!an0e
T2PE O4 "UPPORT$ As Per %ndividual Cate0ory 8elow
DE4%N%T%ON
A re<uest fu$=$$!ent is an+t2in" t2at is not 1ee!e1 an In)i1entE 32an"e Re<uest
or E(ent Mana"e!ent. Re<uest fu$=$!ents fa$$ into t2e fo$$oDin" )ate"ories:
"ervice Re'uest 7 C% Activities
Re<uests t2at are 1ee!e1 to 4e Re<uest Fu$=$!ent 4ut 1o not =t into an+
of t2e tDo )ate"ories 4e$oD ?Stan1ar1 32an"e#3ontinuous O&erationsA are
)$assi=e1 as Ser(i)e Re<uest. E9amples$ Re<uest to )reate an1#or $oa1
an LSM7E 1o)u!entin" &ro)essesE user a))ess !ana"e!ent re<uests.
NOTE$ %tems t!at re'uire a transport s!ould not be classi?ed
as "ervice Re'uests1
"tandard C!an0e 7 8AU Activities
Stan1ar1 32an"e a)ti(ities are "enera$$+ /asis a)ti(itiesE usua$$+ re<uests
t2at are 1o)u!ente1 an1 store1 in a 72ite List are )ate"oriFe1 as
Stan1ar1 32an"eE a$on" Dit2 a)ti(ities re$atin" to eBe)utin" Trans&ort
Re<uests !ana"e1 (ia 32aRM an1#or Hua$it+ Gate Mana"e!ent.
E9ample$ Ser(i)e &a)0a"es an1 &at)2esJ !aintainin" s+ste!
&ara!eters.
Continuous Operations 7 8AU Activities
3ontinuous or &roa)ti(e su&&ort a)ti(ities t2at are )o(ere1 4+ &erio1i)
ti)0ets are )ate"oriFe1 as 3ontinuous O&erations ?!ain$+ /asis a)ti(itiesA.
A)ti(ities su)2 as !onitorin" of s+ste! $an1s)a&esJ &roa)ti(e ana$+sis an1
o&ti!iFation of so$ution $an1s)a&es are not 3ontinuous O&erationsE 4ut
rat2er E(ent Mana"e!ent. E9ample$ Mont2$+ /asis 32aRM a)ti(itiesE
Mont2$+ Test Mana"er /AU a)ti(ities.
APPRO:AL RE3U%REMENT" 7 3UAL%T2 ;ATE"
Tic/et Cate0ory
E&ort
Estimation
Emer0enc
y C!an0e
Transpo
rt to
Producti
on1
Transpo
rt No1
Test
Documentati
on
"olution
Approval
Re<uest
Fu$=$!ent
Ser(i)e
Re<uest
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A N#A N#A N#A N#A
Stan1ar1
32an"e
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A N#A
Re<uire1
in ES*
Ti)0et
N#A N#A
3ontinuou
s
O&eration
s
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations Lea1
N#A N#A N#A N#A N#A
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 18
AM" ANDL%N; AND T%C<ET%N; PROCEDURE
"ervice Re'uest and "tandard C!an0e
Ti)0ets for Ser(i)e Re<uest an1 Stan1ar1 32an"e a)ti(ities are to 4e raise1 4+
FMG StaC ?fun)tiona$ 3onsu$tant an1#or /*EA Dit2 an Ser(i)e Re<uest For! 4ein"
re<uire1.
FMG A&&$i)ations Lea1 must approve an+t2in" 1ee!e1 as /usiness 3riti)a$ ?*2A
&rior to re<uest 4ein" su4!itte1 to AMS.
Continuous Operations
Ti)0ets for 3ontinuous O&erations are raise1 auto!ati)a$$+ at t2e 4e"innin" of
t2e !ont2 4+ 3S3. A Ser(i)e Re<uest For! is not re<uire1 2oDe(er t2ere s2ou$1
4e an un1er$+in" &ro)ess 1o)u!ent t2at 1eter!ines s)o&e M re<uire!ent of
a)ti(ities.
RE3UE"T 4UL4%LMENT PR%OR%T2
"ervice Re'uest and "tandard C!an0e
*riorit+ of a Ser(i)e Re<uest 32an"e Re<uest is 1eter!ine1 t2rou"2 a
)onsu$tati(e a&&roa)2. /AU a)ti(ities Di$$ usua$$+ ta0e &re)e1en)e o(er 32an"e
Re<uests.
NOTE$ If a 32an"e Re<uest is 1ee!e1 to 4e /usiness 3riti)a$ it )an 4e )$assi=e1
as *2 6 refer to *riorit+ MatriB.
4M; CAN;E PROCE"" 4OR "TANDARD CAN;E RE3UE"T"
Trans&orts Re<uests asso)iate1 Dit2 "tandard C!an0e ti)0ets Di$$ re<uire a
Normal C!an0e 1o)u!ent raise1 in 32aRM as t2e re$ate1 Trans&ort Re<uests
Di$$ 4e !i"rate1 as &art of t2e nor!a$ trans&ort !i"ration Din1oD.
Trans&ort Re<uests asso)iate1 Dit2 "tandard C!an0e ti)0ets t2at 2a(e 4een
a&&ro(e1 as 8usiness Critical !a+ re<uire an Ur0ent C!an0e 1o)u!ent
raise1 in 32aRM if t2e trans&ort is re<uire1 to 4e !i"rate1 to *ro1u)tion outsi1e
of t2e nor!a$ trans&ort !i"ration Din1oD.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 19
3ATEGOR': E(ent Mana"e!ent
Manual Monitorin0
T2PE O4 "UPPORT$ 8AU Activities
DE4%N%T%ON
E(ent Mana"e!ent a)ti(ities are t2ose t2at in(o$(e !onitorin" of s+ste!
$an1s)a&es an1 resu$tin" a)ti(ities su)2 as &roa)ti(e ana$+sis for o&ti!iFation
an1 a)tions to &re(ent in)i1ents. E(ent Monitorin" a)ti(ities 2a(e a$so 4een
i1enti=e1 in t2e Te)2ni)a$ Monitorin" 72ite$istE an1 in)$u1es t2e su4se<uent
re&orts &ro1u)e1 for e(ents an1 a)ti(ities.
Manual Monitorin0 7 Description6E9ample$
A)ti(ities su)2 as eBten1e1 !onitorin" of s+ste! $an1s)a&esJ &roa)ti(e
ana$+sis an1 o&ti!iFation of so$ution $an1s)a&es M a&&$i)ations for
&erfor!an)eE 1ata stora"eE )usto! )o1eE inte"ration an1 a1!inistration.
APPRO:AL RE3U%REMENT" 7 3UAL%T2 ;ATE"
Tic/et Cate0ory
E&ort
Estimation
Emer0e
ncy
C!an0e
Transport
to
Productio
n1
Transport
No1
Test
Documenta
tion
"olution
Approv
al
E(ent
Mana"e!
ent
Manua$
Monitorin
"
) * !ours$
Fun)tiona$
)onsu$tant
) ,- !ours$
A&&$i)ations
Lea1
N#A N#A N#A N#A N#A
AM" ANDL%N; AND T%C<ET%N; PROCEDURE
Ti)0ets for E(ent Mana"e!ent are raise1 auto!ati)a$$+ at t2e 4e"innin" of t2e
!ont2 4+ 3S3. A Ser(i)e Re<uest For! is not re<uire1E 2oDe(er t2ere s2ou$1 4e
an un1er$+in" &ro)ess 1o)u!ent t2at 1eter!ines s)o&e M re<uire!ent of
a)ti(itiesE in a11ition to t2e Te)2ni)a$ Monitorin" 72ite$ist.
E:ENT MANA;EMENT PR%OR%T2
E(ent Mana"e!ent ti)0ets are usua$$+ *L or *. If !onitorin" $ea1s to t2e
i1enti=)ation of a su4se<uent In)i1ent t2en a se&arate ti)0et !a+ 4e raise1 Dit2
a 2i"2er &riorit+ assi"ne1.
4M; CAN;E PROCE"" 4OR E:ENT MANA;EMENT RE3UE"T"
T2ere s2ou$1 not 4e an+ Trans&ort Re<uests asso)iate1 Dit2 E(ent Mana"e!ent
ti)0ets so t2e 32an"e *ro)ess is not a&&$i)a4$e in t2is instan)e. An+ E(ent
Mana"e!ent a)ti(ities t2at $ea1 a su4se<uent In)i1ent Di$$ 4e !ana"e1 t2rou"2
t2e In)i1ent Mana"e!ent &ro)essE an1 )$assi=e1 a))or1in"$+.
For assistan)e in 1eter!inin" )orre)t )ate"orisation refer to t2e AMS
3$assi=)ation De)ision Tree 6 neBt &a"e:
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 1;
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 18
T-E AMS 3LASSIFI3ATION DE3ISION TREE
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 1>
Ser(i)e Re<uest For!
O:ER:%E@
72en raisin" a re<uest for ser(i)es to 4e )arrie1 out 4+ t2e AMS tea!E t2e
Ser(i)e Re<uest for! is to 4e use1.
If so$ution is strai"2t forDar1 M t2e Fun)tiona$ s&e)i=)ation is a"ree1 at initia$
&ointE t2e So$ution O(er(ieD M ECort Esti!ates ?Se)tions 8 M ;A )an 4e &ro(i1e1
to"et2er.
32an"e Re<uests an1 Re<uest Fu$=$!ent 6 Ser(i)e Re<uests !ust 4e
a))o!&anie1 4+ Fun)tiona$ S&e)i=)ation an1 Se)tion of L of t2e Ser(i)e Re<uest
For! is to 4e )o!&$ete1.
PROCE""
1. FMG Fun)tiona$ 3onsu$tant or /*E )o!&$etes Se)tions 1 6 L as a&&$i)a4$e.
a. If Ser(i)e Re<uest For! is 4ein" raise1 for a 32an"e Re<uest or
Re<uest Fu$=$!ent 6 Ser(i)e Re<uestE an1 it is i1enti=e1 as /usiness
3riti)a$ an1 is re<uire1 as *2 ?-i"2A *riorit+E A&&$i)ations Lea1 !ust
a&&ro(e an1 )o!&$ete Se)tion .
2. Ser(i)e Re<uest For! is sa(e1 Dit2 na!e of re<uest 6 e.". K32an"e to
Materia$s 3$assi=)ation@.
L. SA* 3usto!er Ser(i)e 3entre: ?s)s.fs,sa&.)o!A re)ei(es Ser(i)e Re<uest
For! an1 )reates ES* Ti)0et
. Ti)0et is a$$o)ate1 to AMS Su&&ort )onsu$tant D2o 1oes t2e fo$$oDin":
a. 3on=r!s re)ei&t of ti)0et
4. Sa(es Ser(i)e Re<uest For! Dit2 fo$$oDin" na!e for!at: Ti)0et
Nu!4er5Re<uest Des)ri&tion5Version. E.".: K0001185I!&ortin"
TRs to San14oB5V1.0@
). 3o!!en)es ti)0et &ro)essin" as &er a&&$i)a4$e &ro)ess NoD.
8. An+ )2an"es to s)o&e re<uire an u&1ate1 (ersion of t2e Ser(i)e Re<uest
For!E a12erin" to na!in" )on(ention 1e=ne1 in Ste& .)E Dit2 neD
Version. E.".: K0001185I!&ortin" TRs to San14oB5V1.1@
%# re'uirements are not clear+ AM" consultant MU"T or0aniAe a
con#erence call wit! 4M; 4unctional Consultant to discuss and
clari#y re'uirements1 Email communication at t!is point is not
accepted1 Once discussion !as ta/en place new #orm will be
created i# re'uired1
9. An+ si"ni=)ant )2an"es to s)o&e o))urrin" at UAT or $ater re<uire a NE7
Ser(i)e Re<uest For!E Dit2 a neD ti)0et 4ein" raise1 in ES* ?Dit2 referen)e
to &rior ti)0etA.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 20
Ser(i)e Le(e$ A"ree!ents ?SLA@sA an1 A"ree1 Initia$ Res&onse Ti!es ?IRT@sA
Ti)0et *riorit+ MatriB
Priority Description
Re'uest
Type
"LA #or
%RT
"LA #or
CA
P5
Ver+ -i"2
T2e in)i1ent sto&s !ost of t2e /usiness. T2e
/usiness User )an raise a *1 In)i1ent ONL2
for an issue o))urrin" in a *ro1u)tion
En(iron!ent
/AU
L0
!inutes
2ours
P,
-i"2
T2e in)i1ent sto&s a $ar"e &art of t2e
/usiness or MaGor Issues to !ost of t2e
/usiness
/AU
?3I on$+
Dit2
a&&ro(a$A
1 2our 8 2ours
PB
Me1iu!
One or !ore users )anOt fo$$oD a 0e+
/usiness &ro)essE or a $ar"e &art of t2e
/usiness suCers a !aGor issue
/AU
3I
2 2ours 1 1a+
P=
LoD
One or !ore users suCers an issueE or a $ar"e
&art of t2e /usiness suCers !inor 1iI)u$t+
/AU
3I
1 1a+ 8 1a+s
A0reed %nitial Reaction Times (%RT.
L0 !inutes rea)tion ti!e for (er+ 2i"2 &riorit+ ti)0ets
1 2ours rea)tion ti!e for 2i"2 &riorit+ ti)0ets
2 2ours rea)tion ti!e for !e1iu! &riorit+ ti)0ets
1 1a+ rea)tion ti!e for $oD &riorit+ ti)0ets
A0reed "LA #or Corrective Action
2ours for (er+ 2i"2 &riorit+ ti)0ets
8 2ours for 2i"2 &riorit+ ti)0ets
1 1a+ for !e1iu! &riorit+ ti)0ets
8 1a+s for $oD &riorit+ ti)0ets
A C"LA #or Corrective ActionD means$
SA* Di$$ use reasona4$e eCorts to &ro(i1e a so$utionE a Dor0aroun1 or an
a)tion &$an for t2e issue Dit2in t2e s&e)i=e1 ti!e fra!e.
T2e SLA for 3orre)ti(e A)tion on$+ refers to t2at &art of t2e &ro)essin"
ti!eE D2en t2e !essa"e is 4ein" &ro)esse1 at SA* ?P*ro)essin" Ti!eQA.
T2e *ro)essin" Ti!e 1oes not in)$u1e t2e ti!eE D2en t2e !essa"e is on
status P*artner A)tionQE P3usto!er A)tionQ or PSA* *ro&ose1 So$utionQE
D2ereasJ
T2e status P*artner A)tionQ !eans t2e !essa"e Das 2an1e1 o(er to a
te)2no$o"+ or softDare &artner of SA* or a t2ir1 &art+ (en1or of SA*
outsi1e t2e SA* or"aniFation for furt2er &ro)essin"J
T2e status P3usto!er A)tionQ !eans t2e !essa"e Das 2an1e1 o(er to
3usto!erJ
T2e status PSA* *ro&ose1 So$utionQ !eans SA* 2as &ro(i1e1 P3orre)ti(e
A)tionQ.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 21
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 22
De=nition of t2e *riorit+ of an In)i1ent
*riorities are &ro1u)e1 4+ a )o!4ination of Ur"en)+ an1 I!&a)t.
Ur0ency
Ur"en)+ is 1e=ne1 as t2e ne)essar+ s&ee1 of so$(in" an In)i1ent. T2e Ur"en)+ of
a )a$$ Di$$ often re&resent t2e usersO sense of ur"en)+J 2oDe(erE t2e Ser(i)e Des0
Ana$+st ?SDAA Di$$ eBer)ise Gu1"!ent. T2ere are t2ree $e(e$s of ur"en)+:
Hig":
T2e user )annot Dor0 at a$$
T2e user )annot &erfor! a )riti)a$ 4usiness &ro)ess # a)tion ?se$$E s2i&E
&ro1u)eE 4i$$J !a0e en1 of !ont2 # +ear =nan)ia$ o&erationsA
T2ere is no &ossi4$e # a(ai$a4$e Dor0aroun1
Medium:
T2e user )an Dor0 4ut Dor0in" )on1itions are not D2at t2e+ s2ou$1 4e
T2e user )annot &erfor! non%)riti)a$ 4usiness &ro)ess # a)tion
'o(:
In)on(enien)e to t2e user
%mpact
T2e i!&a)t is 1e=ne1 as t2e in)on(enien)e on t2e 4usiness 1ue to ser(i)e
una(ai$a4i$it+. T2e nu!4er of s+ste!s or users t2at are aCe)te1 )an !easure it.
)nter&rise: T2e issue i!&a)ts t2e o&erations of t2e entire enter&rise.
Site/$e&t: T2e issue i!&a)ts a$$ t2e users in a &arti)u$ar siteE or a &arti)u$ar
or"aniFationa$ unit.
User*s+: One or a feD users are i!&a)te1E 4ut it 1oes not A!ount to a site or
1e&art!ent.
Out o# ours "upport (non 8asis.
Stan1ar1 su&&ort )o(era"e is 10 B 8 6 u& to 10 )ontinuous 2oursE 8 1a+s a Dee0.
Re<uest for su&&ort outsi1e of t2ese 2ours !a+ 4e su4!itte1 for *riorit+ 1 an1
*riorit+ 2 &ro4$e!s on$+. Su)2 )a$$s Di$$ 4e a))e&te1 an1 1o)u!ente1 4+ SA* for
reso$ution 1urin" stan1ar1 2ours of )o(era"e.
If i!!e1iate reso$ution assistan)e is re<uire1E it Di$$ 4e &ro(i1e1 on an Pas
a(ai$a4$eQ 4asis. Fees for out of 2ours assistan)e are )2ar"e1 at 80R of stan1ar1
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 2L
su&&ort rate 6 i.e. 1.8B ti!es nor!a$ 2our entries are entere1 into ti)0etin"
s+ste!. T2is in)$u1es a)ti(ities &erfor!e1 on Dee0en1s.
Out of 2ours su&&ort is not &ro(i1e1 for )ontinuous i!&ro(e!ent a)ti(ities.
AMS En"a"e!ent Gui1e$ines V1.0 6 *u4$is2e1 0.0.1 *a"e 2