Service Delivery Description (SDD) / Technical Service Descriptio

Last Modified: 10th May 2016

File Identifier: TP_MSSUSD
Version Number: 2.4

Version History
Version
Date Description Author
No.
DD/MM/ <Please provide reason for change & affected sections>
1.0 <Service Delivery Mgr.>
YY

Wipro Ltd. Internal and Restricted

al Service Description

Reviewer Approver
<SQA> <Service Delivery Head>
 Guideline / Filling Instruction
Service Delivery Description (SDD) / Technical Service Descripti
Introduction

The main objective of the Service Delivery Description (SDD) / Technical Service Description document is to capture the func
extent, along with constraints on the service delivery, such as performance, availability, capacity, technical interface and sec
defined, or in the case of well-established services, included by reference to other established documents, such as the servic

This document provides general guideline for Managed Services programs to establish the RACI-VS matrix in the key activiti

Background
The primary objective of an IT service provider is to provide services that meet business requirements of end users of custom

To achieve this, the supplier needs to understand those requirements and translate them into its own business objectives. Th
responsibility and be accountable for the task performed.

Purpose

The primary purpose of creating the SDD (Technical Description Document) is to identify which team/Assignment group shou
consultation of various tasks defined under each ITSM process in scope.

The document should be maintained and updated through life cycle of the program. The SDD is created during its transition
document updated by the delivery team.

Each activity listed in the document requires owner to be defined. Using the RACI-VS matrix, this document provides informa
ownership of tasks/activities, which Technology group would be responsible for the tasks/activities and if there is any consult
group provides.

• Responsible ‘R’ : The person or people responsible for correct execution – for getting the job done.

• Accountable ‘A’ : The person who has ownership of quality and the end result. Only one person should be account

• Consulted ‘C’ : The people who are consulted and whose opinions are sought. They have involvement through inpu

• Informed ‘I’ : The people who are kept up to date on progress. They receive information about process execution

• Verifies ‘V’ : The person or group that checks whether the acceptance criteria have been met.

• Signs off ‘S’ : The person who approves the V decision and authorizes the product handover, this could be the 'A

Applying the RACI model to a process, only one person should hold end-to-end accountability for the process, typical
Similarly, there is only one person accountable for any individual activity, although several people may be responsible

Layout of Technical Service Document –

** The RACI matrix used in the below sample document are just indicative.
  Row 8 and onwards rows in column A are the tasks/activities to be considered.
 Column B and onwards columns are the Technology/Tower.
 Use RACI-VS matrix for each task/activity in scope of the program for all applicable columns across worksheets. Refer s

Note:
1. Delete the rows for the task/activities which are not in scope of the program.
2. Delete the worksheet/s for the technology / tower which is not in scope of the program.
3. Add if a particular technology (tower) and/or activity related to your program is not mentioned in the standard list.
 truction
chnical Service Description

document is to capture the functionality of the services being provided and its
city, technical interface and security. Service functionality may be explicitly
d documents, such as the service portfolio and the service catalogue.

ACI-VS matrix in the key activities that are carried out in the program.

irements of end users of customer’s organization.

its own business objectives. Thereby it is important for supplier to own the

ch team/Assignment group should take ownership, responsibility or

D is created during its transition phase and is also mandatory to keep the

this document provides information on which Technology group has

vities and if there is any consultation on information that other Technology

the job done.

ne person should be accountable for each task.

y have involvement through input of knowledge and information.

mation about process execution and quality.

ve been met.

t handover, this could be the 'A' person.

ability for the process, typically the process owner.

ral people may be responsible for executing parts of the activity.
mns across worksheets. Refer sample screen shot/s of a filled document

d in the standard list.

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Business Application
Documentum support
General Enquiry
Script Execution Requests
User account status Requests
File existence check
Server status requests
Log file requests
Docbroker and Connectivity check requests
Port Validation
Content Validation Requests
Publishing Validation
Configuration Request
Changes to existing file
Upload new config files to the system
Job properties update
Job execution requests
Deployment Requests
Deploy build
Deploy dars, docapps
Monitoring Requests
Monitor build status
Monitor job status
Job kill Requests
Publishing Monitoring Requests over JVM and WP
Logs monitoring
Tracing Requests
Permission Requests
User permission Requests
File permisisons and ownership
Monitor server performance / load
 Monitor server’s historical performance and capacity trend
Disable logon or modify Load Balancing settings
Verify if network connection between client and terminal server is stable and responsive
Server kickoff Permissions
Roll Out Activities
End to End support for any tarck rollout
Deployment Requests
Configuration Request
Monitoring Requests
Log file requests
Tracing Requests
Restarts Server
Server Related Support
Server - Status Requests
Server - Monitoring
Server - Restarts
Deploy applications to terminal servers
Publishing of application on terminal servers
Retiring and uninstalling applications
Conduct user functionality test of Mandatory/Optional Applications for engineering team
Server config file changes, if required
Space Issues
Reduce space crunch issue by clearing unwanted content off the server
Coordinate with SA team to increase space over terminals
addressing Heap size issues
Conduct user functionality test of Mandatory/Optional Applications for engineering team
Application Related Support
Verify and test applications
Verify if user Has Required Access
Business application functionality problem
User Account Related Support
Verify User account status and direct to right team.
Verify, configure user’s profile folder permission
Services Related Support
Reboot/Reset terminal server
Shutdown terminal server
Server Restoration
Server health check / Server handover checks
Root cause analysis
Perform root cause analysis according to RCA process
Escalate to vendor if required
Service Catalog Support - SMTI
Agent/Container Status
Login to servers and check for the agent / container status
Logon to Enterprise Monitor application and check the agent / container status
Error Queue Monitoring
Login to Error queue monitor UI to check for bad XML messages
Review / Open case for fixing issue with bad XML messages
Delete processes message from the Error queue monitoring UI
Approval / Provision sync Issue
 Check the status from Admin UI
Query the tables to get the necessary details of the service
Login to ews servers to check for error in the logs
Escalate to L4 to fix the sync issue manually
Reissue the request to fix the sync issues
Duplicate order
Query the DB-check and confirm for duplicate order
Run backend scripts to fix the duplicate order issue
Active directory - ES
Account validation
Contact the dev team to Enable/disable the account
Contact the dev team to create an AD object in specific forest/domains
Fix Entitlement issues
Fix issues with server/workstation creation
Fix issues with joining workstations to domains.
Fix issues with users logging into workstations
Fix issues with users accessing workgroups.
Fix issues with Generic userids
Fix issues with accounts/passwords expiration
Calendar Resource Manager
Fix Exchange mailbox creation issues
Fix issues with mailer list propogation
Fix issues with  Send-As permission
Fix issues with conference room provisioning
Fix issues with CRM-Exchange Data propogation
Fix issues with room's Free/Busy info
Fix issues with discrepancies in Translator report
Fix issues with auto acceptance.
Fix issues with Duplicate conference rooms.
Contact the dev team to fix the issues with the exchange account
Escalate to L4 to fix the conf rooms stuck in ERROR state
Escalate to L4 to fix the duplicate conf rooms
<Application Name-1>
Application Related Support
Restarting CPR DEV environment
Restarting CPR STAGE environment
Access Related Issues
Create new User account(Onramp)
Remove Users account (Onramp)
Giving Non Prod Admin access in Dev and Stage
User Account Related Support
Employee Upgrade
Activation of Users Profile
To create test userids
Syncronisation Request to Dev or Stage
Addidng country to CPR
Logon Related Support
Unable to Login due to contracts
Unable to login using CCO userid
Unable to Login due to CCO password issue
Token Management
Creating New Tokens
Adding tokents to users profile
Giving Admin rights to Token
Editing User Properties
Root cause analysis
Perform root cause analysis according to RCA process
<Application Name - 2> - L1/L2
Entitlement error Fix
ADAM access Request
To Modify Owners/group members of Workgroup
Local group managemnet
Login issues with Workgroup
Password related cases
Creating adm and gen accounts
Adding owners to OU
OU creation
LDAP related issues
Domain related issues
<Application Name - 3> - L1/L2
Resetting Queues
Exchange General Tool - L1/L2
To create Mailbox
Conference room issues
Calender issues
<Application Name - 4> - L1/L2
Host Management
Monitoring issue
Error while adding Host
Composite host additon/Deletion
Error while adding services to host
Application Management
Monitoring Issues
Modifying test transactions
Changing Priority of application
Adding Dependencies
Alert Service
Duty Pager issues
Supress Alerts
Gettign False Alerts
Getting alerts for Hosts/Applications
Availability Metrix - in getting graphs
Syslog Management - getting logs for hosts
Address Management
DNS issues
Adding new Subnet to AM
Gettign access to Subnet
DHCP issues
AM CLI
EMAN-EIR
 Issues related to VM - access, creation etc.
Creating new file system in server
Data related issues in servers
Others
ASP Reg
Change Management
Command Line Interface (eman-cli)
Contact Management
Enterprise Monitor
Host Group Management
Image Management
Lab Registration Tool
Password Group Management
Realtime Monitor
UID Management
Siteminder
Cases: Policy Configuration
Configure policies in SMI/SMX/WSGI/WSGX for authentication and authorization
Install/configure Siteminder webagents
Setup Impersonation
Troubleshoot access issues
Infrastructure Monitoring/Upgrades
Monitor Cisco infrastructure (web agent servers/policy servers): Log archival, restarts, cleanup, etc
Infrastructure upgrades (raise/implement/validate CRs)
ACS
Cases:
Troubleshoot TACACS access issues
Infrastructure Monitoring/Upgrades
Manage/change passwords for generic admin accounts on ACS/ACT servers (raise/implement CRs)
Monitor Cisco infrastructure (ACS/ACT/ILO servers): Log archival, restarts, cleanup, etc
Infrastructure upgrades (raise/implement/validate CRs)
Traffic analysis (Analyze logs for ECT and wireless accounts)
Add new ACS sites (configuration, user provisioning, user notification, etc)
SPA AAA
Cases:
Configuration for new VPN clients and CRDC users (raise/implement CRs)
Fix VPN soft token issues (change/repair authenticators)
Infrastructure Monitoring/Upgrades
Report GEM and Regular users activities
Monitor Cisco infrastructure (AAA servers): Replication monitoring, log archival, restarts, cleanup, etc
Infrastructure upgrades (raise/implement/validate CRs)
Psynch
Cases:
Fix password reset/account expiry issues
Infrastructure Monitoring/Upgrades
Monitor Cisco infrastructure (PSynch servers): Monitor services, logging, replication, etc
OIM
Cases:
Fix account provisioning issues
Infrastructure Monitoring/Upgrades
 Monitor Cisco infrastructure (OIM web/app servers): Monitor provisioning and reconciliation severs/logs, message queue sta
AON Environment
Promotion cases - Cutting certs in hostsec and deploying in AMC
certs installation
SSL bindings
MMX connectivity
configuring various properties in AMC
restarting AMC when DB craches...
restarting the AON blade manually
request for Inbound and outbound URLs
Other application issues like deploy issues
OnCall duty support (Combined P2 support)
Handling stuck commands
Support of PF agents
Support of JPA agents
Move agents between containers
Modify RTMAPP password on a quarterly basis
Handling System Alerts
Reprovisioning of the service requests
Bulk Reprovision
Archive service requests
Stop/Start containers
Stop/Start agents
Verify MMX queues
BPM & MMX
Provide access to Restart Tools
Refer FAQ link to client for the criteria's to get access
Login to CRT DB and verify the share ids
Create BPM containers
Verify the application ID in EMAN
Login to server and run newapp script
Deploy the certificates
Verify whether the containers created correctly
Create MMX Components
Verify the application ID in EMAN
Verify whether the components exists already in MMX server
Login to provisioning tool and create the components
Verify whether the components created in MMX server
Deploy Certificates
Verify the application ID in EMAN
Login to cert tool and mention the target host to deploy
App Migration Solaris to Linux
Create the containers for the apps in Linux hosts
Deploy the certificate using cert tool and do the QA
MMX Connection Issue
Check the errors in the log, if error is related certificate will deploy the certificates
Error is related to queues will create the queues in MMX
Verify the connections in MMX server
Deployment Issue
Verify user access to deploy application
 Verify the jar files and application container
Deploy Access
Refer FAQ link to client for the criteria's to get access
Check if the user is member of app id in the etc group file
JMT Access
Refer FAQ link to client for the criteria's to get access
Need to verify which group, application associated in CRT
Enable/Disable WatchDog
We need to check whether watch dog file is available in the respective host
If it is new application to enable WD we should get Service Manager approval
After getting approval we need to Enable or Disable application as per FOM link
Contact SME for CRT DB changes
Need to provide Request Id failed in CRT and application id
Need to check whether status showing Deployed after SME fixes
Contact SME for deletion of MMX components
If created queues wrongly in MMX server
Need to send mail to SME with queues and environment
Tibco SR request
After analyzing the issue in application if it related to TIBCO product issue
Will ask SME to Raise a SR with TIBCO and client will work with TIBCO to resolve
Heap Size Increase
If client asks more than 256 will reach Service Manager to get approval
Login to server and edit the config files for Heapsize change
Before sending to approval we need to check Host free space as per FOM link
LT Request
Confirm with LT PM for the slots requested availability
Create BPM, MMX components in LT environment
Decommission BPM, MMX components in LT environment after schedule
Purging Request
Ensure receivers are 0 for the requested queue
Login to MMX console, purge the queue
Shutdown Exclusion
Verify the appids, get aprpoval from SME for exclusion
Login to server, edit the config file and add the requested apps
WSG
Promotion of Sub-policy
Login to UI dev, verify the requested policy.Export the policy
Login to UI stage, import the policy and deploy
Cloning of Sub-policy
Login to UI dev, verify the original policy and export
Login to UI dev, create the clone policy and import the original to clone
Change the requested settings and inform client
UI Access Request
Login to ADAM tool, add the requested users to all wsgi/wsgx groups
Login to server and add the users to LDAP group
SiteMinder Setup
Validate the URL path, group and .gen ids
Open SMI/SMX case listing the frontend/end-point URLs
Inform the client once SM case is resolved
New Engagement
 Validate the questionnaire
Login to UI dev and create new sub-policy with LDAP authentication
Provide access to users and inform client
Forbidden Error
Verify whether SM setup is done, if not raise SM case
Login to UI and verify the logs
Password Expiration
Add the .gen ids to No Password expiration group in ADAM
Contact SME for Sub-policy Validation
Send mail to SME with sub-policy name and environment,lifecycle
Contact SME for Prod promotion
Validate the questionnaire
Create SM cases and MMX bindings
Login to UI and create the shared stub for the sub-policy
Webmethod
URL Access request
Account creation/deactivation
Deployment Request
CCI/CCX Environment
JVM Config related
JAVA_HOME
Change Cisco (Used when an app needs to test a pilot(new) version of Java)
parameters
Used when you may need to override a default env or lifecycle
Not recommended.
Change Need(Used
Oracle pointers to make
whensure appneed
apps teamadoes not mix
different and of
version match runtime lifecycle and deploy time lifecycle method
Oracle)
Change Oracle tnsadmin (Used with encrypted Oracle connections)
Change to Server mode (Used when apps are dumping core due to thread bugs)
Change memory sizes (Apps need to justify any memory size increases as this impacts many things)
Add vm properties
Used when apps need an additional property. No real valid reason to use this yet, but it is here for future expansion
Change localization (Used when apps require other localization)
Allow LDAP Authentication to be used.
The paths will indicate the different version of websphere being used.
Enables Caching
Transaction lifetime duration
Increase the Log Size for SystemOut.log/SystemErr.log
Modify RetryInterval
Modify ServerIOTimeout
Enable Verbose GC
MAX Session Increase
URL Change
JVM Other request
New JVM creation
App deployment issue
Load alert monitoring
Introscope/ITCAM monitor tool request
JVM Deactivation
JVM restart issue
CEC Environment
Creation of New Directory structure
Modifying the existing permission for files/directories
Apache Installation
Creating New UNIX/Webupdater groups
 Add/remove/modify the Crons
Deploy/retrive contents to Stage and Prod(on condition basis)
PERL MODULE installation
URL Redirection
Application issues(specific to Infra)
CCO Environment
New/Migration application Setup
Providing access to restart and logviewer tool
PERL MODULE installation
Application issues(specific to Infra)
Add/remove/modify the Crons
Syndicator server restart
Application deactivation
URL Redirection
FTP Environment
DTDS account setup
FTP Account setup
Other
CVS related issue
Munge related issues
SOX related issues
CVO - SMTI
Fix User Request Issues
Fix Duplicate Request Issues
Fix Request Approval Issues
Fix Provision Stuck issues
Fix Deployment Failure issues
Bring up the CNS & CSM server
Fix Provisioning Failure Issues
Login to servers and check for container logs.
Based on the log message, if needed restart the containers and agents
UCFM template addition issues
CNS Connectivity Issues
Router Deprovision Issues
IPT - SMTI
Fix issues related to number assignment
Fix issues related to sites updation in TNM
Fix issues related to voicemail processing
Fix issues related to CIPC login
Fix issues related to DL processing
Create new sites in TNM, by adding the new application in sites application
Handle issues related to numbers not updated in directory for the users/buildings/conf rooms
Login to unity servers to check the user/Dl properties updated in unity
Login to WAS box to execute scripts that would help us solve the issues related to voicemail, DLs.
Cases Escalated to Dev team
If there is any mismatch in data, that requires fix from backend and which is new scenario
If there is bug in the code. Raise a jira case and assign it to dev team
Cases Escalated to INS team
Issue related to accessing voicemails thru IP Phone
Issue related to creating new COP, Suffix Range, Internal Prefix
 Issue related to unable to send/receive voicemails through voicemail.cisco.com
Issue related to device, range, device profile templates
CIPC Provisioning failure errors
Cases Escalated to voice services
Assigning new numbers to users
Creating DLs
Queries related to DLs
Networking - SMTI
Validate the sysname of the host
Log on to the server and check out the recent four versions of config downloads of an device type
Find out the root cause for Template subscritption issues
Fix configuration Issues occurs in Network devices
Fix Template notification issues
Check the host details in host management application.
Manually download the configuration from Network Devices
Reproduce the issues raised by Client.
Escalate to L4 to fix bug if any
Check out the logs come through the mail and find out the reason of download failure
Add up the service type to the device
Set/Validate the trend interval time for the host
Run the Test_SNMP agent against the host
Do the SNMP walk for the host to check out the SNMP variables and also validate the MIBS
Run the eman-cli against the host and validate the host details
Logon to the server and check the disk usage
Logon to the server and run nslookup command against the IP of a host/ESL service and validate it.
Get nearest & all available DNS servers of an host by using command host n.dns.esl.cisco.com
Run the command host <hostname> and map the result with the result from nslookup command
Siebel Analytics
Access Permissions
Providing access to the application for deployment.
Providing access to the webadmin tool.
Migration
rpd and webcat are the files used for deployment
Stylesheetis used for deployment which is mainly for the upload of imgaes.
Configuration Changes
NQSConfig.INI - This is used to Control behavior of nqsserver.exe process on the SAS server
NQClusterConfig.INI - This is Used by both nqsserver.exe and nqclustercontroller.exe to determine how to form cluster
odbc.ini - It is primarily used by sawserver process to determine how to communicate to SAS server
instanceconfig.xml - Set parameters for sawserver and javahost processes
Create new instances for the internal applications CCI
Provide listing of steps the AFS executes to enable SCM deployment access
Make necessary changes related to scheduler configuration.
Make necessary changes related to SSL configuration.
Some of the MMX setting to be done as per the request.
Issues related to application
Upgrading of old version to new version
Client Services - SMTI
Verify user account status from UI
Issue a reprovision from Admin UI
Verify and fix bugs if any
 Verify Billing details for the user
Fix user's account issue from UI
Fix user's account issue using backend scripts
Escalate to L4 team to fix the issues for any new scenarios
Logon to Admin UI to check for the Provision Event logs
Reprovision user's account to fix the account issues
Request for service on behalf of the user
Escalate cases to 3rd party teams for fixing end user issues
General enquiry questions in <Support team>/L2 unsupported tracks
Activating / Deactivating service requests
Fix softtoken / DES card account issues from UI
Fix general client services of users' from UI or using backend scripts
Replicate errors in Dev / Stage environment
Fix errors / bugs and push the changes to production
Enhance application to add new feature
Raise CRs to push the changes to Production
Raise JIRA case for any future enhancements
Generate report for certain requests once in a while from backend DB
Application Management - SMTI
Fix issues related to application downtime
Fix issues related to application downtime after CR
Fix issues due to test transaction
Generates report regarding the application availability
Cases Escalated to Dev team
Issues related to False alarms
Issues due to Test Transaction errors.
Creating a new test transaction type
Cases bounced to <Support team>
Setting the transaction for the new application.
Host Management - SMTI
Fix issues related to host downtime
Fix issues due to application failure
Fix issues related to host downtime after CR
Fix SNMP related issues.
Generates report regarding the host availability
Cases Escalated to Dev team
Issues related to False alarms
Issues due to EMAN - CLI.
Issues due to additional contact fields.
OnRamp - SMTI
Fix issues related to Approver Replacement
Fix issues related to Approver Removal
Fix issues related to Approver Addition
Fix issues related to Bulk User Upload (Providing access to users)
Fix issues related to Bulk Resource Upload
Fix issues related to Copying the resources from one tree to other tree
Fix issues related to Moving the resources from one tree to other tree
Fix issues related to requests not getting processed
Fix issues related to the revalidation occur for user's access on particular resources
Fix issues related to updating the resources from backend
 Fix issues related to Owner Removal and Addition
Fix issues related to Cloning the users from one resource to another resource
Fix issues related to Nomination of approvers for a particular resource
Deletion of request from backend
Cases Escalated to Dev team
Verify if there is a bug in the code
Escalate or confirm with Dev team if Jira case is required
Create a Jira case and assign it to the Dev team for any enhancement / bug fixes
Escalate the case to L4 if there is some functionality change request from client
Cases Escalated to Provisioning Agent team
Escalate to agent team if the requests not being processed by the agents
Cases Escalated to other Assignment groups
Bounce the case to appropriate AG if not under Onramp scope
Support Duty Calendar - SMTI
Fix Calendar Creation Issues
Remove Shift group/shift group members from the Group
Group Deletion Issues
Remove member from Group
Remove Business process
Reproduce the issue raised by Client
Escalate the issue to L4 to fix the bug
Check whether the Calendar date is overlapped or not
Check for the time gap between the previous calendar and the current calendar
Check whether the Shift group have at least one primary and one backup member
Validate the employee_status of the person before adding him/her as the Group Owner
Replace the group owner with the new member and mark him as Owner
Replace the existing calendar entry with the new entry by using the Replace option.
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
message queue status, etc
me lifecycle methods or this will cause more problems than it solves

e expansion
to form cluster
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Enterprise Application
To act as Single-point-of-contact for end users; receive calls, raise tickets, owner of the ticket until closure
Handle basic services of user requests using Guidance document and FAQs
Handle navigational requests from end users
Prepare weekly/monthly service reports and submit to management
Resolve break fix calls either permanently or by workaround
Conduct training for power users on application and support functionalities
Handle issues related to data in production instance
Follow-up on TARS, Patches, Issues
Handle issues in the run of batch programs
Handle issues on interfaces after the input has reached the application environment.
Handle basic performance issues and monitor the application for potential performance troubles
Analyse and fix issues with RICE components
Follow-up on TARS, Patches, Issues
Conduct a detailed analysis to identify the root cause of the incident and ways to prevent them.
Conduct a detailed analysis to identify the root cause of the incident and ways to prevent them.
Batch Job monitoring and alerts
Performance monitoring and tuning
Master data validations scripts, keep it current
End user training for repetitive procedural issues, new enhancements, functionalities etc
Update and maintain existing documents, update KMDB periodically to reduce repetitive and how-to issues
Update and maintain existing documents, update KMDB periodically build re-usable component library to improve productiv
Periodic data archiving for better performance and capacity mgmt
Identify new patches, updates from product vendor and recommend implementation along with risks and its mitigations.
Change Request for Break Fixes that require to make changes to production instance.
Changes requests for minor enhancements (<5 man days) on the said categories.
Changes requests for minor enhancements (<5 man days) on those that require changes to the source code already deploy
End-to-end management of all releases to the production instances, including both hardware and softwares.
Responsible for ensuring that any new change that is made to production undergoes a thorough testing so that none of the
functionalities are not affected.
deployment into production.
Baseline is nothing but a snapshot of an Item at a time and stage. This will form the baseline of the item and any further cha
be referred to or compared with this baseline.
Maintain and manage the multiple versions/changes that the CI undergoes along with its relationships with other CI.
Maintain the
Financial Database
posting duringand its integrity.
critical DB can be
period closings. a software or just MS Excel. Cycles
Month-end/Quarter-end/Year-end
Physical Inventory Checks
Payroll
Requestsprocessing
for adhocsupport
queries, data issues etc.
Re-run batch jobs, reports etc.
Analyze the impact of adding new scope
Tranisiton the new scope to support
 Service Desk

loyed in production.
Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Enterprise Application - Oracle Application DBA
Consulting Services
Design and Implementation of Application Architecture
Defining Standard Operating Procedures (SOPs)
Business Continuity Plans
Evaluate and Recommend Tools & Products and Platform Suitability
Validation of existing architecture and recommend improvements
Capacity Planning
Productivity Improvement through Documentation, Scripts and Deployment of Tools
Data Center Migration
Instance Consolidation
Application Services Management
Monitor availability of Services (Forms Server, Apache, MWA, JVM, OC4J, iAS, Listener, Discoverer, Workflow, Reports Se
Manager)
Recovery of failed/stopped services
Application Services Administration
Instance Management
Instance Build/Clone/Refresh
Instance Monitoring
Instance Maintenance
Plan and Build a Stand-by Environment for DR
Planning and Testing for High-Availability (HA)
RAC Setup & Administration
Database Administration
DB Monitoring
DB Health Check
Alert Management
Invalid Objects Management
Space Management
DB Growth Management
Schema Management
 Session Management
Backup/Recovery
Archive Management
User Management
DB Utilities Management/Execution (SQL Loader, Export/Import)
Housekeeping
Application Administration
User Account Management
Profile Management
Printer Management
Alert Management
Concurrent Manager Administration
Concurrent Program/Requests Administration
Access Control
Preventive Maintenance / Problem Management
Root Cause Analysis
Proactive prevention of problems
Keep-it-current initiatives/recommendations
Patch Management
Patch Analysis
Patch Application
Planning/Scheduling/Sequencing/Execution
Performance Management
CPU/Memory Monitoring
DB and Applications Performance Monitoring
Issue Diagnostics & Recommendation
Trend analysis and recommendation
Provide inputs to Capacity Planning
OEM Administration and Monitoring
Security Management
Define Policies and procedures
OID Administration
User Access/Roles Management
Adminster and Manage Replication
Change Management
CR - Break/Fix
CR - System Changes
Release Management
Object Migration
Deployment of code
Configuration Management
Version control of objects
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Enterprise Application - SAP Basis
Application Services Management
Monitor SAP System Availability - CCMS Monitoring of Services
System Availability of JAVA System
System Availability of Additional Dialog Instances
OS- (CPU usage, Availability of SAP OSCCOLLECTOR & File system usage)
Monitor Batch Jobs
Check Locked object and Transactions
Month-end Processing support
Sytem Errors- (ABAP short dumps, Aborted batch jobs, System log entries)
System Error - Transport Error
System Error - Job Queue
Instance Management
Instance Build/Clone/Refresh
Instance Monitoring
Instance Maintenance
Conduct DR Test
Database Administration
Check Database for Free Space- Space Management
Monitor Database Growth - Growth Management
Alert Management
Invalid Objects Management
Schema Management
Session Management
Archive Regular Backup/Recovery
User Management
DB Utilities Management/Execution
Housekeeping
System Administration
User Account Management
Profile Management
 Printer Management
Preventive Maintenance / Problem Management
Early Watch Report
Root Cause Analysis
Proactive Prevention of Problems
Keep-it-current initiatives/recommendations
Patch Management
Patch Analysis
Patch Application
Planning/Scheduling/Sequencing/Execution
Apply kernel Patches
Performance Management
CPU/Memory Monitoring
Issue Diagnostics & Recommendation
Trend Analysis and Recommendation
Provide Inputs to Capacity Planning
3rd Party Tools Administration and Monitoring
Security Management
Define Policies and Procedures
SID Administration
User Access/Roles Management
Administer and Manage Replication
SOX Compliance
Conflict Management
Change Management
CR - Break/Fix
CR - System Changes
Release Management
Transport Management
Deployment of Code
Configuration Management
Transport Release - Configuration, Customization and Development.
Service Level Management
Periodic Reports on SLA Adherance
Release Management
Object Migration
Deployment of code
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Wintel - Desktop and Laptops
Software Distribution
Support scripts integrity in images
Support basic functionality of Supported Applications
Functionality issues related to firewall client script
Functionality issues related to Print Queue software
Functionality issues related to mobile connectivity
Functionality issues related to departmental DFS share
TNSNAME.ora file issues
Supporting issues with supported Hardware devices
Wireless LAN/Bluetooth support (software drivers problems)
VIP Support
Hardware issues, including sending to Onsite Hardware support
Issues Related to Supported software as agreed with Application Support teams (requires documentation)
User Profile issues
Reimage / Remote Recovery / other software issues - NOT SUPPORTED
Business Applications
Support for installation/uninstallation issues
Functionality support for Business application
Printer
Local Printer support, installation/uninstallation of drivers
Local Printer hardware issues, if Supported
Local Printer configured to Network Printer - installation/uninstallation of drivers
Local Printer configured to Network Printer - Hardware issues, if printer Hardware is supported
Network Printer (NP) - multiple users affected (more than 5)
Network Printer (NP) - less than 5 users affected - involves installation/uninstallation of drivers
(Network Printer) - Customer unable to print to printer - Hardware issues
(Network Printer) - Customer unable to print to printer - Print queue issues
(Network Printer) - Customer unable to print to printer - printer driver for less than 5 users
(Network Printer) - Customer unable to print to printer - printer driver for more than 5 users
Storage
Users Mount Point - Rectifying permission and sharing of mountpoint
Maintenance of Users Mount Point - Managing disk usage
Maintenance of Users Mount Point - Performing backup and restore of users data
Maintenance of Users Mount Point - Allocating storage space for mount point and purchasing storage and equipment
 Maintenance of Users Mount Point - Disk mounting
Unable to access data Data Errors/corrupted and Storage hardware failure
Unable to access data File and Print Server Down
Unable to access data Server hardware failure
Maintenance of Software Dist. Mount Point - Rectifying permission and sharing of mountpoint.
Maintenance of Software Dist. Mount Point - Managing of disk usage
Maintenance of Software Dist. Mount Point - Performing backup and restore of users data
Maintenance of Project/File Mount Point - Correction the permission and sharing of mountpoint.
Maintenance of Project/File Mount Point - Managing of disk usage
Maintenance of Project/File Mount Point - Performing backup and restore of users data
Internet / External Connection
Unable to connect to Internet/Intranet Error in PAC file configuration
Unable to connect to Internet/Intranet Adding / removing of Internet Access group
Unable to connect to Internet/Intranet GPO error in applying CURL setting
Unable to connect to Internet/Intranet Caused by supported application
Unable to connect to Internet/Intranet Caused by Business application
Unable to connect to Internet/Intranet Due to Lockdown Environment
Unable to connect to Internet/Intranet Proxy server down
Unable to perform FTP or Telnet Error in Ms Firewall Client Script
Unable to perform FTP or Telnet Unavailability of port or port is locked
Unable to perform FTP or Telnet Caused by Mandatory or Optional application
Unable to perform FTP or Telnet Caused by Business application
Unable to perform FTP or Telnet ISA Server down
Email
Support of Ms-Exchange 2000 related issues
Basic support of Ms-Outlook, including outlook profile, calendar, task, mail issues related to Outlook client
Unable to send or retrieve email - Internal
Unable to send or retrieve email - External
User Deleted / archived mail issues - Client to investigate and escalate to messaging
Missing or lost emails
Creation or maintenance of mailbox request
Basic support for PST files (customer is responsible to backup their PSTs) - Support limited to PST corruption
Support for blackberry mail issues - blackberry client related
Blackberry server related issues
Instant Messaging - client support

Group Policy
GPO fails to apply on Supported machines Whole site is affected
GPO fails to apply on Supported machine Only one customer is affected
Folder Redirection Group Creating and setting the Policy
Folder Redirection Group Policy Owner
Inconsistency of GPO
Maintenance of Domain Controller
Customer is unable install supported applications Problem is caused by conflicting GPO or errors with configurations
Customer is unable install supported applications Problem is caused by Application / Installation Files
Customer is unable install Business applications Problem is caused by Application / Installation Files
Security
Maintenance of CA server
Customer is unable to logon
Screen saver lock out Problem occurred with login
All issues related to CA Software
Denied or access dropped from Network Resources after a period of time Problem occurred with login
Personal Firewall Agent - issues when connected through LAN
All other issues related to Login that are not listed above
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Citrix Terminal Servers
Citrix Terminal Servers – Installation / Rebuild
Create request to build Core OS server
Checking of Core OS Server build
Installation of Citrix and Terminal Server Configuration
Deployment of Required Applications
Deployment of Business Applications
Server health check / Server handover checks
Installation of Terminal Server Licensing service
Request/Update DNS Name for farm
Generic Citrix Terminal Servers Support
Verifying & Information Gathering
Shadow user session to see first hand how problem occurs
Collect information about user’s environment information
Simulate the problem using test user account
Server Related Support
Server - Core Software Components
Server - Core Configurations (E.g. IP, DNS, Hard Disk, NIC)
Replace faulty hardware
Check and verify System event logs for information related to problem
Performance
Monitor server performance / load
Monitor server’s historical performance and capacity trend
Disable logon or modify Citrix Load Balancing settings
Verify if network connection between client and terminal server is stable and responsive
Software Deployment
Deploy applications to terminal servers
Publishing of application on terminal servers
Retiring and uninstalling applications
Conduct user functionality test of Mandatory/Optional Applications for engineering team
Application Related Support
Verify and test applications
Verify if user Has Required Access
Business application functionality problem
Repair and reinstall applications
Group Policy Related Support
Verify behaviour of lockdown or restriction to determine scope of problem (Whether local or domain wide)
Verify group policy settings and configurations
User Account Related Support
Create new User account
Verify, configure user’s profile folder permission
Recreate user profile
Verify and configure user’s AD object for thin client use
Network Related Support
Verify if network connection between client and terminal server is stable and responsive
Verify if required TCP/UDP ports are allowed on Citrix client
Verify if required TCP/UDP ports are allowed on terminal server
ICA Client Software/Client Machine/ Logon Related Support
Verify if test logon is successful
Verify if user belongs to necessary software groups
Verify if user’s ICA Client (WBT/Citrix Program Neighbourhood) is correctly configured
Reinstall user’s ICA Client
Verify if server farm DNS name is resolvable by client’s machine
Flush client’s DNS cache
Verify, flash WBT’s firmware with latest supported version.
Publish latest firmware version on FTP servers
Logoff user
Reset user connection
Services Related Support
Restart Thin Client services (E.g. ICA Browser, Program Neighbourhood, Print spooler)
Reboot/Reset terminal server
Shutdown terminal server
Printer Driver Related Support
Verify if user’s printer is a supported device
Verify if driver is available on terminal server
Verify if test print is successful
View event logs to determine cause of print spooler crash
Try to identify alternative printer driver for printer mapping if driver is not available.
Request for new printer drivers
Reinstallation of existing thin client printer drivers
Installation of new thin client printer drivers
Server Restoration
User data restoration
Initiate complete Server Restoration process
Server health check / Server handover checks
BA Development Server Support
Detail support model and service description
3rd Level Support
Provide all necessary information needed for level 3 problem escalation
Resolve tickets according to Level 3 Problem Management Process
Compliance testing
Conduct thorough tests offline to verify any new elements introduced or removed from production environment
integrates well with other Installed components and is in line with Trust Domain
Upgrades and patches
Keep abreast with latest reported Microsoft/Citrix bugs and apply if relevant
Test and install Microsoft/Citrix patches and/or upgrades
Ensure latest WBT Client firmware are available on designated FTP servers
Change management
Implement changes following the change management process
Capacity planning & performance management
Base lining essential capacity thresholds
Collects data and implement threshold alerts
Implement additional capacity proactively
Service Availability management
Defines KPI for service availability
Produce service availability KPI reports
Generate service availability threshold alerts
Intrusion detection
Identify intrusion attempts from the security event logs
Keep abreast with latest security issues in the industry and apply if relevant to Citrix service
Implement steps to overcome confirmed intrusion attempts
Root cause analysis
Perform root cause analysis according to RCA process
Escalate to vendor if required
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Remote Access
User Registration & Deregistration
Add and delete UUNET User Account to Cisco Secure Database
Verify workings of UUNET User Account after registration
Provide / Remove Required user access
Inform users on their new UUNET account
Inform users on termination of their UUNET account
VPN Server Pre-Installation
VPN Server Installation
Communicate with NOC team to acquire IP address
Communicate with DNS team to register DNS name
Install new hardware
Communicate with Server team for proper set up of base server
Communicate with Security team for proper set up of firewall and proxy
Configure VPN Service
Document VPN configuration
Verify VPN configuration
Test VPN Service
Test sample application server reachability
Communication of new installation to Support Teams
Communication of new installation to Service Desk
Restore VPN Server
Apply system recovery plan
Communicate with Server Team for proper setup of server
Replace faulty hardware
Restore VPN configuration
VPN Server Support
Read event log on VPN Server using Event Viewer e.g. hardware problem, authentication problem
View Server performance using Performance Monitor e.g. cpu load, io load, memory etc.
Stop VPN Service
Start VPN Service
Reboot base server
Shutdown base server
Verify VPN Server configuration
Inform IS-DNS to change DNS entry
VPN Client Support
Check dial properties – prefix, postfix etc.
Check modem setting and connections
CITRIX Client Support
Access Related Support
Verify UUNET user account exist
Reset UUNET password
Create user defined connectoid and test UUNET dialup node
Report UUNET dialup node problem
Create user defined connectoid and test VPN Connection
verify that User ID belongs to required group in AD
verify that User ID belongs to required group in AD
Verify that Domain Controller for user is working
Verify that User Certificate is valid
Verify that Computer Account belongs to correct domain in AD
Read authentication log on Cisco Secure Servers
Guide user to create user-defined connectoid
Read event log on VPN Server using Event Viewer
Network Connectivity Support
Verify network connectivity from Internet to VPN server
Verify network connectivity from Internet to Citrix server
Verify that DNS name of VPN server can be resolved in Internet
Verify that DNS name of Citrix server can be resolved in Internet
Verify network connectivity from dialup PC to user targeted application server
Personal Firewall issues when connected Through VPN
Wireless connectivity and profile creation
Bluetooth Support - Pairing/Unpairing
3rd Level Support
Provide all necessary information needed for level 3 problem escalation
Resolve tickets according to Level 3 Problem Management Process
Phone Book Maintenance
Download new UUNET phone book
Verify that new phone book is okay
Test new phone book
Submit to Software Distribution Team for distribution
Update configuration document
Configuration Management
Change VPN server configuration
Test new configuration
Update configuration document
Inventory Management
Maintain VPN Server Inventory
Maintain Cisco Secure Server Inventory
Maintain NAS Inventory
License Management
Maintain Cisco Secure Server license
Capacity planning & performance management
Base lining essential capacity thresholds
Collects data and implement threshold alerts
Implement additional capacity proactively
Service Availability management
Defines KPI for service availability
Produce service availability KPI reports
Generate service availability threshold alerts
Event management
Define events to be monitored
Implement alerts
Respond to alerts
Root cause analysis
Perform root cause analysis according to RCA process
Billing
Compliance and Integration Testing
System Recovery Planning
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
WINTEL - Windows Servers
ASR - Automated Server Recovery
Failed to start/stop services
Unable to ping/access to server
OS not responding (Hung)
WTS Session Full
Join and Disjoin Server from Domain
Join and Disjoin Server from Domain as part of break-fix following Knowledge Base.
Server OU Management
Bug check Analysis
Handling of Bug check
Manual Crash Dump
Event Log corrupted
System Hive registry size exceeded
System Hive registry size exceeded as part of break-fix following Knowledge Base.
Joint/Resolve Virtual NIC-Teaming
Disk Capacity Management
Handling of C: & E: Full incidents
Folder Structure Management
Disk Defragmentation
Remove/Insert Mirror Disk
Replace Internal Disk as part of break-fix
Disk Assignment
Add/Remove Mount Point
Add/Remove Share Drive
Troubleshoot/fix the Mount Point / Shared Drive inaccessible problem.
Page File Management
Unable to logon to server through remote session
Keyboard / Mouse not functioning through remote session
Unable to reboot / shutdown / power up server through remote session
Unable to view the console through remote session
Update Assest database for asset descripencies noticed while working on incident tickets
Performance Monitoring
CPU & Memory Utilization Incidents
Hardware problems
 Ensure servers conform to Predefined Customer standards
Server Health Check (PRE/POST)
Server Health Check (As part of break-fix)
Server re-image as part of break-fix
Shared data capacity management (e.g. File MPs exceeding threshold)
Shared data infrastructure setup (e.g. new File Hosting request)
Shared data troubleshooting (e.g. missing folder permissions)
Shared data folder creation/deletion/renaming request
DFS link troubleshooting (e.g. slow link, missing place holders, link availability, etc))
Setup Print Queues
Install Print Drivers
Queue migration
Print Queue Management
Print Queue settings (e.g. font, duplex, tray, paper size etc.)
Print Queue settings (e.g. font, duplex, tray, paper size etc.) as part of break-fix.
Print Queue data collection and management
Trouble shoot printer & print queue issues
Check printer hardware issues (e.g. roller stuck, paper jamming, etc)
Check printer driver issues (e.g. printing garbage, printing wrong fonts, not printing, etc)
Duplicate AD objects
Print Server Management
Spooler Management
Print Queue restoration and Queue corruption
Alerts
Agents installation
Scripts deployment
Script monitoring
Scripts threshold/parameter setting/adjustment
Scripts stopped/hold request
Agents removal upon server decommission
Objects/scripts stopped/removal upon server decommission
False alarm ticket
Server RPC down NULL ticket
Migration server checking
Keep Server Role List up-to-date
Coordinate a server decommission work
Create standard Server account and password
Request DNS registration of Server IP
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Storage
FC connectivity problems
Lost SAN connection
Fabric switch configuration recovery
Can’t connect to fabric switch through web
GBIC failed
Server HBA Problems
FC cable broken
SAN hardware problems
ECB expiry/failure problems (EMA Storage)
SAN Disk failure/degradation problems (EMA/EVA/MSA)
Disk Enclosure problems (EMA/EVA)
HSV Contoller down
EMU problems (EMA/EVA)
Cache Module problems (EMA)
Loop switch problems (EVA)
FibreChannel Switch problems
controller down
Can’t connect to HSG80 thru serial connection
SAN configuration problems
Recovery of SAN configuration files
Recovery of partitions/storage sets
Backup hardware problems
Lost connection to FCTC
Can’t identify tape drive (mis-configured SCSI ID)
Server reboot for resolving tape drive detection problems
Tapes stuck in drive
Backup software problems
Service stopped & can’t restart
Backup services can’t start with error ‘database not exist’
Can’t see tapes in slots
Requires login to start backup sw
Backup media problems/handling
Retrieve tape from offsite
Failed backup media
 Can’t identify tapes
Disk problems
Disk fragmentation
Fixing file system errors (NTFS/Chkdsk)
Server lost remote disk [Presuming E: Drive Lost]
Disk space allocation and quota problems
Disk volume out of space
User reach disk quota
Quota mgmt sw problems
Service stopped
Server/FC Switch connectivity
Switch Installation
Switch Configuration
FC connectivity
Secure Path installation/configuration
Fabric zoning
Secure Path installation/Configuration as part of breakfix.
Fabric zoning as part of break-fix [Eg: HBA replacements]
SAN
Installation
Configuration
Disk expansion
Disk shelf expansion
SAN expansion
Storage Configuration
Create new storageset (SAN)
Create new partition (SAN)
Extend partition (SAN)
Assign partition to server (SAN)
Configure disk volume (Server)
Library & Tapes
Tape library/drives installation
Tape library/drives configuration
FCTC installation/configuration
Tape procurement
Performance Mgmt & Capacity Planning
Identify items to be monitored
Logical disk utilization
Physical disk utilization
Fabric switches port utilisation
Tape library utilization
Backup services
Quota mgmt services
Hardware (SAN, Fabric switches, Tape library)
Settings monitoring thresholds
Capacity requirement decision
NetIQ scripts requirement
Installation & Configuration Mgmt
Provide changes to configuration management
Update Assest Record
Update Asset records through asset descripencies noticed while working on incident tickets
Hardware/Software Management
Installing/configuring backup software
Installing/configuring storage monitoring software
 Update backup software
Update storage monitoring software
Installing/upgrading hardware
Firmware upgrade
System Recovery Management
Set-up and manage Backup jobs
Files/folder Restore
Partition restore
Backup monitoring (NetIQ alerts)
Tape handling
Start/Stop backup services
Recommendation on backup cycles and Technology
Recommendation on changes in infrastructure
Request Management
Consultancy
Request for additional disk space – User
Request for additional disk space – SA Team
Request for disk space for new server – Server Team
Request for Files/Folders restore
Request for Partition restore
Request for Server Recovery
Request for Files/Folders restore during break-fix thru incident tickets.
Request for Partition restore during break-fix thru incident tickets.
Request for Server Recovery during break-fix thru incident tickets.
Request for new site
Request for additional storage box
Root Cause Analysis
Proactive solving of structural problems
Reactive solving of structural problems
Monitor problem trends
Inventory & License Management
Inventory of hardware
Inventory of licenses
Compliance & Integration Testing
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
DNS
DNS Record Operation
Add/change/delete DNS records for Customer owned domain
Add/change/delete DNS records for Customer owned domain as part of break-fix
Add/change/delete DNS records for Customer owned domain hosted on Customers Internet DNS server
Add/change/delete DNS NS records for Customers owned TOP Level Domain hosted on Customers RootBridge
server
DNS Zone Operation
Creation of new Forward and Reverse zone
Removal of Forward and Reverse zone
Forward and Reverse zone recovery
- due to missing zone
- dead zone
DNS Server Operation
DNS Server backup
DNS Server recovery due to a rebuild
Install Hotfix
General
Standard configuration deviation correction
Troubleshoot DNS resolution issues involving Caching DNS servers
Troubleshoot DNS resolution issues involving Customers Internet DNS server and/or Customers Root Bridge server
Attend NetIQ ticket
Service Health check +
Fix known DNS issue documented by Knowledge Base Issues
Problem escalation to Microsoft
DHCP
DHCP Super/scope Operation
Super/scope:
- Creation/removal
- changing of scope option
values
- activation/deactivation
Scope expansion
Scope renumbering
 Troubleshooting DHCP Scope Full Incidents
Troubleshooting DHCP Lease problems for users not receiving IP's
DHCP Server Operation
DHCP Server backup
DHCP Server recovery due to a rebuild
Install Hotfix
General
DHCP Un/Authorisation
Standard configuration deviation correction
Troubleshoot DHCP client and Server issues
Attend NetIQ ticket
Service Health check +
Fix known DHCP issue documented by Knowledge Base entries
Problem escalation to Microsoft
WINS
WINS Record Operation
Creation/removal
WINS PARTNER
Creation/removal
WINS Server Operation
DHCP Server backup
WINS Server recovery due to a rebuild
Install Hot fix
General
Standard configuration deviation correction
Troubleshoot WINS client and Server issues
Attend NetIQ ticket
Service Health check +
Fix known WINS issue documented by Knowledge Base
Problem escalation to Microsoft
Service management
Security and administration account management
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Messaging
General
Stopping and Starting Exchange services
Reactive troubleshooting
Rebooting Exchange Servers
Performing health check to the servers after troubleshooting
Collecting logs for further analysis
Providing all details to 3rd Line Messaging for further troubleshooting if needed
Hardware escalation to Hardware Vendor
Vendor escalation
3rd level support for problems
Root Cause Analysis
Testing hot fixes
Patch Management
Handover items from SM Messaging
Testing of Service Packs
Developing new messaging solutions
Take On New Messaging Services
Engineer new updates to messaging products
Mailbox Operations
Mailbox limit/quota change
Mailbox Move
Providing mailbox access rights to users
Mounting mailbox stores
Changing mailbox policy
Changing mailbox server configuration
Mailbox server Tuning
Collecting logs for MB problems
Resolving general mailbox issues
Public Folder Operations
Creating Replicas
Creating new Public Folders
Resolving Public Folder Replication issues
Resolving PF access issues
Resolving Slow PF Access
 PF restore from deleted items retention
Assist customer with restore of PF
Client Operations
Slow access to GAL
Slow mail resolution
Outlook prompting for password
Outlook profile corrupted
Resolve pst issues
Resolve ost issues
Resolve free/busy issues
Resolve calendar issues
Resolve NDRs
Rebuilt corrupted MAPI profile
Recover deleted e-mails
Resolve all OL related client issues
Collect logs for troubleshooting
Routing/SMTP
Replay messages
Virus outbreak isolation
SMTP Registration
Troubleshooting general mail routing problems
Message Tracking
Modify Routing Table
Collecting logs for further troubleshooting
Faxination
Restart/Kill fax service
Change UMR address
Maintain fax number assignment
Troubleshooting fax conversion problems
General reactive fax troubleshooting (e.g. fax card hang, conversion etc.)
Virus Management
Update scan engine failures
Template deployment during virus outbreak
Adding filters to antigen
Changing Configuration
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)

 Service Delivery Description (SDD) / Technical Service Description

Main activity Technology/Tower

List down the activities as per scope of the engagement. Sample activities are listed below
Active Directory
Forest, Domain and OU Management
Schema Enhancement
Schema object/attribute rename
Add/remove Forest
Add/remove Tree
Add/modify/delete Domain
Add/modify/delete OU
Add/remove Domain Controller (DC)
Add/remove Global Catalog (GC)
Move FSMO Role
Add/modify/delete Trust relationships (NT4)
Add/modify/delete Trust relationships (W2K)
Problem Management
Troubleshooting Domain Controllers secure channels issues
Defragmentation of AD database
Troubleshoot trust relationship problem
Troubleshoot DC and GC problem
Troubleshoot FSMO problem
Troubleshoot AD database corruption problem
Sites and Subnets Management
Add/modify/delete site link
Add/modify/delete site link bridge
Modify replication schedules
Manual / emergency replication
Add/modify/delete Subnets
Problem Management
Troubleshoot replication failure
Perform Sysvol recovery
Re-associate subnet to correct site
Group Policy Management
Add/modify/delete Group Policy
Problem Management
Troubleshoot Domain GPO problem
Modify Domain GPO
 Troubleshoot Site GPO problem
Modify Site GPO
Restore corrupted GPO
Service management
Provide back-up strategy
AD System recovery
Event management
Identify area to be monitored using NetIQ
Identify Reports to be generated
Trend Analysis
Root Cause Analysis
Provide/gather necessary information
Reproduce problem
Find Solution
Security and administration account management
Add/modify/delete administrator accounts
Add/modify/delete administrative security groups
Modify Group Memberships
Reset Admin Accounts Password
Problem Management
Access problem – Administrative accounts problem
 Service Desk

Desktop Offshore

Desktop Onsite

Windows OS Offshore

Windows OS Onsite

Messaging Offshore

Messaging Onsite
List down the groups involved in the engagement. Sample groups listed below

Storage Offshore

Storage Onsite
Security Offshore

Security Onsite

Unix Offshore

Unix Onsite

Citrix Offshore

Citrix Onsite

Backup Offshore

Backup Onsite

Database Offshore
 Application Support A
Database Onsite

Unsupported
Vendor A

Remarks

(Refer the Name of SOP/EPD/Knowledge Base Article)