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1604: Support Plan

Technical Knowledge Management: SymIQ

1604: Technical Knowledge Management


Support Plan
Symantec Confidential

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Table of Contents
1
2

6
7

Introduction........................................................................................................................................................................................................... 4
Support Model Overview....................................................................................................................................................................................... 4
2.1
Issue Types.................................................................................................................................................................................................. 6
2.2
Support Roles and Responsibilities for Production Issues only.................................................................................................................... 7
2.3
Support Roles and Responsibilities for Contact Us................................................................................................................................... 8
TKM Support Model............................................................................................................................................................................................ 11
3.1
Support Procedures for Production Issues................................................................................................................................................. 11
3.2
New Site/ Discussion Forum Requests...................................................................................................................................................... 12
3.3
Bug Fix/ Enhancement............................................................................................................................................................................... 13
3.4
Feedback/ Suggestions.............................................................................................................................................................................. 15
3.5
Access Permission..................................................................................................................................................................................... 15
3.6
How To....................................................................................................................................................................................................... 16
Other Support Considerations............................................................................................................................................................................ 18
4.1
Planned Downtime..................................................................................................................................................................................... 18
4.2
Hardware Maintenance.............................................................................................................................................................................. 18
4.3
Capacity Planning...................................................................................................................................................................................... 18
4.4
Non Prod Support....................................................................................................................................................................................... 18
4.5
Service Level Agreements.......................................................................................................................................................................... 19
4.6
SymIQ as a Flagship environment for EOOC............................................................................................................................................. 19
4.7
Level of Customization in SymIQ............................................................................................................................................................... 19
4.8
Release Train Procedures......................................................................................................................................................................... 19
Service Delivery Information Alerts and Escalations........................................................................................................................................ 20
5.1
Account Manager Contact Information....................................................................................................................................................... 20
5.2
Service Owner Primary Contacts............................................................................................................................................................ 21
5.3
Service Owner - Escalations...................................................................................................................................................................... 21
5.4
Special System Relationships and Dependencies................................................................................................................................. 22
Remedy CTI For SymIQ..................................................................................................................................................................................... 23
Detail Level Support Roles and Responsibilities................................................................................................................................................. 24

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Introduction

This document describes the support model for the Technical Knowledge Management (TKM) project that includes a customized SharePoint
environment integrated with Google search, namely SymIQ. This is distinct from Symdocs, the current IT instance which is more vanilla and does
not offer Google search. Generally, SharePoint is a collaboration tool that is user friendly, and offers the end user a variety of customization,
configuration and access control/ collaboration options that may be deployed directly by the end user community with out the assistance of
specialized technical resources. Specifically SymIQ offers an End User governed collaboration environment hat is more heavily customized and
offers more configuration and customization options than the Symdocs instance. The SymIQ implementation of Share Point takes advantage of
key Share Point features to deflect support requests away from Symantec IT and to the end user community and administrative representatives.
The primary audience that SymIQ was designed for are Global Consulting and Sales Engineers. The primary purpose of SymIQ is to provide a
repository collaboration tool and online community for the Technical field. The purpose of this document is to delineate those areas where
Symantec IT support is required, where Symantec IT support is desired or optional and those areas that will be handled exclusively by the end
user community.
2

Support Model Overview

This tiered model is designed to provide the right level of support to the end-user community. The support plan offers a tiered model to provide
post-implementation support of the TKM solution. This tiered model is designed to deflect calls and inquiries away from the IT Help Desk and on
to the Librarian team and Site Admins. SharePoint is meant to have a low support footprint. How to questions that ca not be directly handled by
the Librarian team and are not part of the existing training can be picked up by IT development team on a best effort. In this model the Help Desk
remains on point for any production issue such as an outage or performance degradation. These are issues that require the direct and immediate
involvement of IT Infrastructure and Operations. For all other requests the librarian team is on point via the ITS system set up in the Contact Us
section of SymIQ https://symiq.corp.symantec.com/contact/default.aspx. .Any Remedy tickets that result from correspondence with the librarian
team will entered by that team or by the IT Development team.

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.Location of contact us in SymIQ

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Issue Types

2.1

There are Production issues, New Site requests , Bug Fixes/ Enhancements, Feedback/Suggestions, Access Permissions and How To.
With the exception of production issues the rest amp directly to intake forms in Contact Us.

Contact Us Top Bar on click through

Production Issues: are those items that are production errors in that TKM is not performing as expected or as approved in the Commit to
Solution design and User Acceptance Criteria. These issues should not be submitted via Contact Us and the ITS system but should do
directly to the IT Help Desk.

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New Site Requests are for new top site or discussion forum, allowing the admin to specify the end name of the site and grant access
permissions to end users. Discussion Forums require a moderator and prefer authorized requesters. The intake point for these requests
would be the New Site Request form on the Contact Us page.

Bug Fixes/Enhancements requests from the user community to fix functionality that is not performing as expected or deliver new and or
changed requirements. These may be done as a Remedy ticket, a maintenance release or a new project request depending upon the
scope and type of work. The intake point for these request is via the Contact Us form or directly in the ITS system. These type of
requests can come in via the Bug Report or the Feedback forms in Contact us.

Feedback /Suggestions may overlap with other issues but the intent is to provide a forum where the user community can register their
interests and pass on general comments. These request come in via the Feedback form on the Contact Us page.

Access Permissions request directly to a site admin to access a site or document or to have privileges upgraded. The intake point for
these requests would be the Access Request form on the Contact Us page.

How To these are training requests on how to use the customized SharePoint environment and the best of them will be incorporated into
training and quick start documentation. The intake point for these requests is the Admin Help or User Help forms on the Contact Us
Production Support Roles and Responsibilities

2.2

Support Roles and Responsibilities for Production Issues only

Tier

Role

Responsibilities

Contact Info

Tier 1

IT Help Desk

Outage only support- initial point of


contact for end user community the event
of an outage or performance issue.

Helpdesk website:
http://it.ges.symantec.com

Triages issues- logs/ routes ticket to


appropriate team/ contacts NOC as
needed

Global IT Helpdesk contact information:


http://helpdesk/support/contact_us.html
Americas IT Helpdesk
Toll free: 1 877 296 8562
Toll call: 1 541 335 7995
EMEA IT Helpdesk

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+353 1 803 5454


APJ IT Helpdesk
+ 61 2 8221 2475
India IT Helpdesk
+ 91 20 56055550
Internal / ESN
Tier 1

Tier 2

Symantec Network
Operating Center
(NOC)

Monitoring of the production


environment through system monitors

Point .of escalation from Global Help


Desks

ITIO Collaboration
Services

Key post project support team


Support contact for outage issues and any
issue requiring farm level admin access.

Symantec NOC Numbers


Toll Free: 1-800-370-0559
Direct:
1-520-917-2133
ESN:
6-520-2133

On call will be initial contact. On call personnel will


escalate if required.

On call will be initial contact. On call


personnel will escalate to Infrastructure
Operations specialist if required.
Tier 2
ITIO Windows
Operations

Windows Operating System, IIS and


hardware support

Tier 2

ITIO Database
Operations

Tier 2

ITIO Security
Operations

Network & system operational security

Tier 3

B/O SharePoint Run

Provide specialized support as needed

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SQL database support

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On call will be initial contact. On call personnel will


escalate if required.
On call will be initial contact. On call personnel
will escalate if required.

Yuri Sernande, Simon Laperle, Michael

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Team
Tier 3

2.3

ITIO Engineering

Brinkerhoff (manager)
Provide specialized support as needed

Eric Bockelman, Jose Mederios

Support Roles and Responsibilities for Contact Us

Tier

Role

Responsibilities

Tier 0

End User

Utlize SharePoint Training and


Knowledge Base Materials prior to
submitting a user help or admin help
request via Contact Us

Tier 1

Librarian Team

Initial point of contact for any general


issues.
Will help triage request and send issues
onto IT (via Remedy) and Governance
for further action
Will deflect How to, training, and non
urgent support questions from the IT
Help Desk to appropriate parties within
the Business Unit or the Development
team

Billie Chen, Sophia Abramovitz,Tomm Larson,


Michael Plavin, Phil Sanchez

Tier 1 a

IT HelpDesk/ Remedy

Initial point of contact to triage IT issues


May submit and route Remedy ticket on
behalf of End User or Governance
committee

Contact per region


http://it.ges.symantec.com/support/contact_us.ht
ml

Tier 2

TKM Site Admins

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Manage and provide site level access


permissions
Field end user questions for the relevant
group

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Resource

Various super users

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Tier 2

Governance Team

Approve new site and discussion forum


requests
Prioritize maintenance release work
Submit new project requests
Overall program escalation point

Sophia Abramovitz, Mike Plavin, Thomas Larson,


Phil Sanchez

Tier 3

IT Back Office Run


Team

Contact point for Service issues that do


not require farm level admin access.
Evaluate ITS requests as enhancement
versus bug fix
Contact point for Service issues that do
not require farm level admin access.
Support maintenance releases as
forecasted and approved

Michael Brinkerhoff, Yuri Sernande


Simon LaPerle

Tier 4

IT Collaborative
Services

Support contact for outage issues and


any issue requiring farm level admin
access
Own vendor relationship with MicroSoft
Support new project work as forecasted
and approved
Support maintenance releases as
forecasted and approved

Noel Smith, Rick Lasure

N.A.

IT Back Office
Plan/Build Team

Support enhancement maintenance


releases as forecasted and approved.
Support new projects as forecasted and
approved.
Collaborate with Account Management and
Governance team to forecast cost and
labor impacts of proposed roadmap items/

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Contact is the account manager, team is built on a


project by project basis

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N.A.

IT Account
Management

Technical Knowledge Management: SymIQ

enhancements
Only initial contact point for all new IT
project requests

Jayashankar Dhandapani, Pal Natarajan

TKM Support Model


Support Procedures for Production Issues

3.1

In the event of an outage or persistent performance issues, end users should contact the IT Help Desk immediately. TKM is used by a
global audience and therefore 24x7 support is required. Once contacted the Help Desk rep will triage the issue and forward information onto
the NOC as needed. The NOC will reach out to appropriate on call personnel.
> ITIO Operations Collaborative services will be the first team contacted for a SharePoint issue. This team will engage other Operations
teams and the Back Office Run team as needed.
> Google Search issues will be directed to ITIO Operations Application team, this team will engage other Operations team and Front Office
Run team as needed.
> Remedy will be used to track all production issues , there is no feedback from Remedy into the ITS system used for tracking the other
issues.
>

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New
Site/
Discussion
Forum
Requests

3.2

All new, site or


discussion forum
requests will be
submitted via
Contact Us to the
TKM Governance
team for review and
approval.
> New site requests
will not be
implemented by IT
without approval from
TKM Governance.
> The vast majority
of new site request
will be subset
requests, a subsite is
created under an
existing topsite. Once approved a new site request will be assigned to subsite administrators (the Librarian Team) via ITS- a SharePoint
issue tracking list in SymIQ. Any rejected request will be handled with the requester by the Governance team.
> In the event of resources being unavailable the Governance team may request that IT create new subsites. This will be an exception and
will be handled in the same fashion as a new top site request.
>

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>

Technical Knowledge Management: SymIQ

All new Topsite Requests must be filed in Remedy for implementation by IT by a member of the Governance Committee.

SymIQ
TopSites

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3.3

Technical Knowledge Management: SymIQ

Bug Fix/ Enhancement


Bug Fixes and enhancements will have 2 common sources the either through the email form on the contact us page in Sym IQ or directly from
Steering.
The IT dev team will provide level 1 support directly reviewing all request submitted as per above.
All IT work requires either a ticket or a project #. IT dev team will review the list of bug fixes and enhancements on a weekly basis. All
Enhancements will be put aside to be prioritized by Steering and later scoped by IT as part of the formal project/ maintenance release
process. Bug fixes are divided into those requiring a maintenance release and those that are immediately actionable pending resource
allocation and prioritization. Any Bug Fix requiring a maintenance release will be scoped and queued by the development team in preparation
for possible prioritization from Steering. if. Any bug fix not requiring a maintenance release will require a Remedy ticket and will be handled
per resource availability and the Remedy queue and customer prioritization.
All Enhancement requests that can not be delivered in a maintenance release will be pushed to steering for prioritization.
Steering will then be responsible for working with the account manager to see that desired enhancements are included in a new project
request. This process is subject to availability of funds and resources as well as prioritization via the ITIB.

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3.4

Technical Knowledge Management: SymIQ

Feedback/ Suggestions
The Librarian team will provide level 1 support for all feedback and suggestions that are remitted via the email form on the contact us page.
This area is expected to overlap with the other areas. The Librarian team is on point to analyze the request and decide a course of action.
This may be to simply reply back and thank the submitter for their thoughts or move the request along one of the other 5 paths or draw it to the
attention of Steering.

Access

3.5

Permission

End users are expected to contact site administrators directly if they need access to a site or a document. The site administrator may grant
access as they see fit. Any access permission request directed to IT or to the librarian team will be re-directed to the site admin with a note to
the user advising them of the proper procedure. For security and confidentiality reasons the site admin must provide this level 1 support. IT
may also require the site admin to grant access for support reasons. IT should not grant access to a site without the express permission of the
Site Admin, Governance Committee or in the event of extenuating circumstances (absence, legal action etc).

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3.6

Technical Knowledge Management: SymIQ

How To
How to request refer to any request from an end user or a site admin that inquires about the customization or use of the SharePoint Sym IQ
site. Users will be directed to quick start and training material and resources such as books 24-7. In the event that a user follows through on
the email form with a how to question the librarian team is on point to provide best effort level 1 support within 2 business days.
If the librarian team can not answer the question it will be sent on to the IT team who are likewise expect to respond within 2 business days
notifying the user that the request had been received and is being looked at. This is best effort support where if the team cannot provide the
answer they can direct the user to appropriate training materials for father study. It is important to emphasize that this does not refer to any
anticipated functionality of the SymIQ site only training on the use and function of SharePoint.
The How To Section should be maintained by the various site admins with help from IT. SymIQ should share how to training material with the
vanilla IT Instance for SharePoint Symdocs. Note that SymIQ users have more capabilities and options than Symdocs so not all SymIQ

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training material would be relevant for Symdocs.

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4.1

Other Support Considerations


Planned Downtime

4.2

Upkeep and capacity planning for SymIQ hardware will be handled via standard It procedures. OS and Application patching will be
handled by the Operations teams. More details are provided in section 7 of this document and the RunBook.

Capacity Planning

4.4

The Governance team will require a minimum of 5 business days notice prior to any planned downtime assuming that they can
provide 3 business days notice to their global customer base. The audience for SymIQ is global and the use of the system is
continuous during the normal work week effectively starting at 3:00 PM PST Sunday and ending 5:00 PM PST Friday. Any planned
downtime or deployment with a risk of downtime should be scheduled, with approval from the Governance committee, during the light
use hours starting at 6:00 PM PST Friday and resolving by 2:00 PM PST Sunday.

Hardware Maintenance

4.3

Technical Knowledge Management: SymIQ

Capacity planning for SymIQ hardware will be handled via standard ITIO Operations procedures, monitoring and problem
management. The need for additional capacity may be recognized the Back Office Application team and should be logged with the
Collaborative services team via a Remedy ticket. The project team did not deploy a media server to be used for snapshot backups
once SymIQ becomes 1 TB in size or more. This is because the utilized storage space for SymIQ was only 120 GB- well under the
threshold for such a service. Per Lee Buckland this was deferred as a capacity issue, the project finding will be given back and once
SymIQ reaches 750 GB in size deployment of the Media server will be handled as part of capacity management.

Non Prod Support

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Support for the SymIQ no prod environments is via Remedy and normal business hours Monday through Friday. Elevated support
may be needed for non prod but only if a project deliverable is contingent upon the performance /availability of the environments. In
this case the assigned Solution Engineer for the project will be expected to line up appropriate elevated support for non prod with help
from the assigned Project Manager.

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4.5

Service Level Agreements

4.6

IT does not currently offer Services or Service Level Agreements. Underpinning Operating Level agreements both internally and with
Vendors are not mature enough to enable the creation of actual Service Level Agreements. The Governance team for SymIQ strongly
advocates the creation of an SLA relevant to SymIQ.. ITIO has the creation of Services and SLAs as a strategic objective but delivery
of these items is not a current priority. The Service Level Management Team under Joe Marko will revisit this item in the September
quarter of CY 08.

SymIQ as a Flagship environment for EOOC

4.7

SymIQ is heavily utilized by the product engineering groups as well as sales engineers and consulting. These groups have expressed
and avid interest in actively parenting with IT to utilize Symantec products and would prefer if SymIQ could be an example of such
partnership. As new products and version are implemented into the Symantec environment the technical community encourages IT to
consider SymIQ as strong candidate for early adoption where feasible and beneficial. One request is to use Enterprise Vault as part
of an Archiving Strategy for SymIQ.. While storage space for SymIQ is well under current and planned capacity, the Collaborative
Services team has agreed to revisit the issue and reach out to the TKM governance team for follow-up once SymIQ or Symdocs
storage capacity reaches 80%.

Level of Customization in SymIQ

4.8

Technical Knowledge Management: SymIQ

As a guiding design principle the Sym IQ Governance team and IT, as represented by the account manager, have agreed that
further customizations within SymIQ must be controlled . The community does not want SymIQ to become over-customized to the
point where support becomes difficult, performance untenable or future application upgrades unduly complex. Any future SymIQ
project should include- review t of performance baseline for page loads, document uploads/ download, stress test for concurrent
users, impacts/duration that changes would have on restore and future releases. The preference for future approved
enhancement requests will be to review existing web parts both those provided directly by Microsoft and 3rd party. Using Web
parts in place of customized code will provide for an easier release to production process and a production environment that is
easier to support. If an enhancement request cannot be delivered by a web part customization may be considered.

Release Train Procedures

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The purpose of this section is to highlight roles and responsibilities of the Release Train process and delineate some of the potential
challenges presented by the environment. This section is not meant to provide all possible release process scenarios or tasks.

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The responsibility for deploying code from Dev to QA and from QA to Production will be shared by the BackOffice Application team
and ITIO Collaborative Services. Back Office team members will have farm level permission to the virtual Dev and QA environments.
The BackOffice App teams will not have direct farm level access to production. Access permission between Back Office and ITIO
teams are better delineated in the Governance document. The QA environment will double as the UAT environment and ports 443
and 80 on QA are open to use without Admin VPN access for these purposes. Additional temporary virtual preview/ sandbox
environments may be requested by the SymIQ user community and Back Office Team. The exact Release Train procedures will vary
and in certain cases changes may need to be rebuilt or cut and pasted from environment to environment. Because a release may
require specialized knowledge of SharePoint Designer or Visual Studio and because the BO Application team will not have direct
access to production SymIQ releases could require careful extended collaboration between Application Back Office and Collaborative
Services, teams.
A future SymIQ release will consist of at least one and possibly all five of the following components: Solution Files, Cab Files, Web
Parts, Code rebuild/ configuration in SharePoint Designer (typically for UI Changes, allows for complex configurations within existing
SharePoint parameters) and last Code rebuild/ configuration in Visual Studio (typically for customized code adding functionality/
features to SharePoint). The code compiled as the preferred method, a solutions file, may be deployed to all web front end servers
Code compiled as a CAB file must be deployed to each web front end server independently but allows for an easier roll back. Web
parts require that the dll be dropped in the GAC. SharePoint Designer or Visual studio may require the Dev team to access production
via a live meeting session or the like lead by the ITIO Collaborative Services team. This list is not meant to be exhaustive but to
highlight that there may be some releases that will be handled directly by Collaborative Services : Solutions File, CAB file and Web
parts and others that would require Developers making changes directly to the production environment (SharePoint Designer, Visual
Studio).

Service Delivery Information Alerts and Escalations

This section provides alert and escalation information should the service delivery be compromised.
5.1

Account Manager Contact Information

Account Manager
Jayashankar
Dhandapani

Work Phone

Cell Phone

650 527 7484

408 569 3872

Application Service Level


(5x8, 7x24 etc)
7x24

For SymIQ and primary Customer Contact for anything SymIQ related including search
Finola Patton

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+ 353876470755

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7x24

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Account Manager

Technical Knowledge Management: SymIQ

Work Phone

Cell Phone

Application Service Level


(5x8, 7x24 etc)

Account Manager for Google search internal which is currently limited to SymIQ and
Score

5.2

Service Owner Primary Contacts

The table below itemizes the service elements and owners relevant to the complete service delivery.
Service

Contact

Google Search

Work Phone

Paddy Subbian

Cell Phone

Key Locations of
End Users

650 527 4271

408 569 2933

Global

650 527 4225,


0086-02885303244

650 527 4225,


0086-02885303244

Global

Contact and Escalation notes:

SymIQ Application

Sophia
Abramovitz,
Billie Chen

Contact and Escalation notes: Billie Chen is in Chengdu and works for Sophia.

SymIQ Discussion
Forums

Sophia
Abramovitz,
Billie Chen

650 527 4225,


0086-02885303244

650 527 4225,


0086-02885303244

Global

Contact and Escalation notes: Billie Chen is in Chengdu and works for Sophia.

5.3

Service Owner - Escalations

This section states the escalation path for each service element identified above. Escalation contacts that are identified by default (i.e. in the case
of mission critical and financial systems) are designated in a BOLD red font.

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Service

Technical Knowledge Management: SymIQ

Contact

Google Search

Work Phone

David Fung

Cell Phone

Key Locations of
End Users

650 527 2154

650 996 3989

Global

541 335-5284
210 403 7817

541 554-5762
210 846 8993

Global

Contact and Escalation notes:

SymIQ SharePoint

Michael Plavin,
Thomas Larson

Contact and Escalation notes: Tom and Mike are fellow members of the Governance team.
SymIQ Discussion
Forums

Michael Plavin,
Thomas Larson

541 335-5284
210 403 7817

541 554-5762
210 846 8993

Global

Contact and Escalation notes: Tom and Mike are fellow members of the Governance team.

5.4

Special System Relationships and Dependencies

This section identifies all relationships to SymIQ. The details of these relationships should be expanded in the architectural section of the
Runbook.

Table 1 - Upstream / Downstream Relationships


Upstream / Downstream
Applications

Google Search

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U or
D

Contact

Ben Parson

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Work Phone

801-7010257

Cell Phone

801-3762395

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Remedy CTI For SymIQ

Technical Knowledge Management: SymIQ

SymIQ Issues may be distinguished in Remedy by following the same CTI for SharePoint but Selecting SymIQ Issue- as below.

Detail Level Support Roles and Responsibilities

Provide the Functions/Processes, responsible team name, the owner (identified at the time of project launch), and the Plan-Build-Run category.
The example below is typical for InfoSec projects - modify it to meet your projects needs.

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Please note- Back Office contacts for future Plan/Build efforts are being established, the data below shows who was on point for the
project prior to FTRB Phase 2. For more details contact the Account Manager or SymIQ Service Manager.

Functions/Processes

Team

Requirements Development and


Documentation (Scope definition)

Front Office

Product evaluations and solution


decisions

Windows Engineering, ITIO


App Architecture, Front Office

Project approval checkpoint


communications
Detailed specific implementation plans Build Guide

ITIO Legacy Project Manager


Back Office Share Services

Owner
(Persons name)
Legacy BA Mala
Rajadendran
Erick Bockelman
(SharePoint) Raymond
Hardman (Search)
Robert Haslam
Yuri Sernande

Dev/Vendor team communications implementation support

Windows Engineering, ITIO


Apps

Checkpoint communications

Legacy Project Manager

Order and obtain resources, tools, and


equipment

Team

Dev/Vendor team communications installation support

Windows Engineering, ITIO


Apps

Physical installations and preparations

DCO, Windows Engineering

Eric Bockelman
(Microsoft)
Ben Parson (Google)
Robert Haslam
Eric Bockelman
(Microsoft)
Ben Parson (Google)
Eric Bockelman
(SharePoint)
Ben Parson (Google)
Various, Eric
Bockelman

Baseline/Dev configuration

Back Office

Yuri Sernande, Simon


LaPerle

User and/or Administration training

SymIQ Governance

Joe Fernandez, Sophia


Abaramovitz

Backup Operations Planning and


Implementation
Initial User Acceptance Testing

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ITIO
Legacy Project Manager

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Category

Curt Helvey
Robert Haslam

Plan

Build

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Technical Knowledge Management: SymIQ

Initial UAT Checkpoint communications

Legacy Project Manager

Finalize configuration

Back Office

Infrastructure support documentation and


Runbook completion (included escalation
paths, roles and responsibilities, and
infrastructure configurations) [intended
audience is Operations, Engineering,
NOC]
System support documentation and
Operations Runbook (includes escalation
paths, response procedures, roles and
responsibilities, and application
configurations) [intended audience is
Operations, HelpDesk, NOC]

Windows Engineering, Back


Office Dev Team

Windows Engineering, Back


Office Dev Team, ITIO Legacy
PM

Robert Haslam
Yuri Sernande, Simon
LaPerle
Eric Bockelman (ITIO) ,
Yuri Sernande (B/O),
Simon Laperle B/O)

Eric Bockelman (ITIO) ,


Yuri Sernande (B/O),
Simon Laperle B/O)
Robert Haslam (PM)
Robert Haslam

Create User Access and Application


change request process

Production User Acceptance Testing

Legacy Project Manager

Project team, SymIQ


Governance

Sophia Abramovitz,
Tomm Larson, Michael
Plavin, Phil Sanchez
Larry Santy

Go-live Checkpoint communications

PM COE

Complete TTO process with Operations


System and Application Patching
(minor/maintenance/security) - both Dev
and Prod
Create User Access (create, delete,
change user access per request process)
Maintaining the user and application
change request process (inc. escalation
and approval path)

PM COE

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Infrastructure / Applications
Operations
Site Admins, Collaborative
Services
Account Manager

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Larry Santy
Rick Lasure, Kaustubh
Kambli
Various, Rick Lasure
for ITIO
Jay Dhandapani, TBD

1604: Support Plan

System and Application Upgrades (major


system or version upgrades) - both Dev
and Prod
Application support - application failures,
and functionality problem resolutions (bug
resolution), request for patches - both
Dev and Prod
Application changes (application level
change requests, usage, troubleshooting,
configurations, and product tuning) - both
Dev and Prod
Monitoring (watch for) for Security
Incidents and initial analysis
Security Incident Response, Analysis and
Remediation
Infrastructure troubleshooting and support
(hardware failures, system connectivity
troubleshooting, and environmental
problem resolution) - both Dev and Prod
Minor Infrastructure changes
(system/network level change requests,
troubleshooting, and configurations) both Dev and Prod
Backup Operations Planning and
Implementation

8.1

Technical Knowledge Management: SymIQ

Account Manager, Back


Office
Back Office Run

Back Office Run

Jay Dhandapani, TBD


Yuri Sernande, Simon
Laperle
Yuri Sernande, Simon
Laperle

NOC

Run
Information Security Incident
Response Team
ITIO Collaborative Services,
ITIO Windows Operations

Rick Lasure, Kaustubh


Kambli
per ticket basis

ITIO Operations
Backup Operations Team

Curt Helvey

Appendix
Help Desk Knowledge Base Documents for SymIQ

How To Support for Sym IQ


Title How To: IT Support for SymIQ
Situation
You have a question regarding or need to obtain support for SymIQ.

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Solution
SymIQ is a custom SharePoint 2007 implementation that also utilizes Google search. SymIQ resides on a different hardware instance than the
Symdocs SharePoint instance. Unlike Symdocs, it is highly customized and it includes web parts not available in Symdocs. In the event of an
outage or performance degradation normal support procedures should be followed as for any critical system. The NOC has a list of o call
personnel and the next tier of support is ITIO Collaborative Services. Support calls to the HelpDesk should be limited to outage or serious
performance issues. Other inquires should be directed to the non IT Governance team for SymIQ located at
https://symiq.corp.symantec.com/contact/default.aspx. There is no phone # for this team. The Governance team will file Remedy tickets
requiring IT assistance directly without using the Help Desk. SymIQ is a managed environment so new sites are only created with approval from
the Governance committee. There is extensive training and admin support within the SymIQ community which is why non urgent End User
request are first funneled through the Contact Us process mentioned in the link above. SymIQ has many features not available in Symdocs but it
is a use at your own risk environment and if an end user accidently deletes or corrupts their own site IT will not necessarily be able to fix it.
Internal Notes
CTI is C: Software-Internal-Enterprise/ T:SharePoint/ I: SymIQ Issue
Keywords
SymIQ, SharePoint, Google, Discussion Forums
How To: The Differences between SymIQ SharePoint and Symdocs SharePoint
Title: What is SymIQ compared to SharePoint ?
Situation: A customer is requesting support for SymIQ , is asking How To Questions or wants to know what the differences between the
SharePoint solution are or why a certain feature is available in SymIQ but not in Symdocs.
Solution
What is SymIQ:
SymIQ is a custom SharePoint 2007 implementation that also utilizes Google search. SymIQ resides on a different hardware instance than the
Symdocs SharePoint instance. Unlike Symdocs, it is highly customized and it includes web parts not available in Symdocs. The audience for
SymIQ are Sales Engineers, Consulting, product teams and Support.
Key Features:
The most popular feature of SymIQ is the Discussion Forums which are used by Sales Engineers in the field often on a near real time basis to get
questions answered while in an engagement attempting to help make a sale.
SymIQ a allows users to provide a 5 star rating on uploaded documents
SymIQ is currently the only way to access Google search for select internal content (except for Score).
Provides access to Web parts not available in Symdocs
Audience/Purpose for SymIQ:
The purpose of SymIQ is to provided a dedicated collaboration space, community and document repository for the Technical community. SymIQ
has a Business Facing (non IT) Governance Committee that reviews and approves all requests for new sites, new discussion forums as well as
feature and functionality requests. Any user inquiry or support request that is not directly related to the availability and performance of the solution

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Technical Knowledge Management: SymIQ

should first be directed to the Governance committee. SymIQ users may contact the SymIQ Governance Committee via the procedures
delineated on the contact us page in SymIQ found at https://symiq.corp.symantec.com/contact/default.aspx.
Outage Support:
In the event of an outage or performance degradation normal support procedures should be followed as for any critical system.
Internal Notes
CTI is C: Software-Internal-Enterprise/ T:Sharepoint/ I: SymIQ Issue
Keywords
SymIQ, SharePoint, Google, Discussion Forums

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Revision History
Date

Author

Version

Change Reference

dd-mon-yyyy

<name>

1.0

New document

Approvers
Name

Role

<name>

<role>

Reviewers
Name

Role

<name>

<role>

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Name

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Technical Knowledge Management: SymIQ

Role

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