Operations manual

THE OPERATION GUIDELINE OF SMC TEAM NON-MOH

SITES

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The operation guidelines of SMC Team for Non MOH Sites: -

The document outlines the purposes and procedures established by the SMC for helping our team at new non-MOH sites fulfill
assigned tasks on time.
Proactive Management of SMC to Improve IT Services:
A high-priority improvement target for IT service providers is the Service Management Center, as it is critical to the daily operations
of businesses and directly impacts customer satisfaction.

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NON MOH SITES:-

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 1. Al Tayseer Arabian Company - SD WAN Technology
vManage & 6 Routers (vEdge-100b. CPLD rev: 0x4, PCB rev: C.)

Please follow the steps below if you receive an email from a Tayseer customer. Open a ticket like this
(REQ000000491322) and follow the instructions:-

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The following steps will guide you through opening Windows Update:-

 First, open Cisco vManage by going to the below link.

https://172.31.6.230

 Enter your user name and password below

User: bcare
Pass: *********

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 Next, go to TAYSEER-KAS

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 On dashboard, click configuration, then click policies.

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 On the policies page, click the HnSandAppBlock and then Edit

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 By removing this policy (policy lists app-list BLOCKAPP app windows_update), from CLI Configuration
and clicking the update button, Windows Update will be launched.

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 After adding this policy (policy lists app-list BLOCKAPP app windows_update), and clicking on the update
button from CLI Configuration, Windows Update will not run.

Notes: It is important to take care because removing other command lines will affect the service.

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2. Burberry KSA Project:-

There are 7 routers, 8 switches & 27 Aps( Access points that go down will appear on Orain as the downed ports
of the switches, as shown below The AP ticket will open only if the port is down.)

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3. SAP KSA Project: MCI International Inc-Verizon Business
7 Routers & 3 Switches.

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Jeddah site:-

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Khobar site:-

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4. Roshn Real Estate Company:-

2 routers and 2 VFW.

This site has a virtual firewall service
(BDI-1-10982351-VFW -10982353)-(BDI-2-10982352-VFW -10982354)
L2VPN (10928256) VFW (10928254) BDI (10928251)
VFW Or#10928254 Whenever the customer requests anything related to VFW, we will open a ticket and send it
internally to the Cyber Security Control Cyber-Security@salam.sa team.

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 Monitoring MVPS: -

Please note that we have to continue our monitoring for the below service:
MVPS platform – To monitor the customer Servers
 URL: https://mvps.itc.sa/Orion/Login.aspx?ReturnUrl=%2fOrion%2fSummaryView.aspx%3fViewID%3d1&ViewID=1
User name : mvps
Password : *********
There are 10 virtual servers as you see below. If one of the virtual servers is down, or if the CPU, memory, or
disk space is overused, we will monitor and send an email.
Tickets as reference: REQ000000454369, REQ000000275248 and REQ000000211001

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SLA Breaches: -
Make sure that you open tickets in a timely manner (with respect to the SLA)
In case a breach occurred for any reason that is outside your control,
(i.e. problem in the system), send an email mentioning what happened exactly so that we can address it.
As a follow up on the below, please make sure that you take action on all the incidents during your shift before
leaving the office. Always check the NMS and the ticketing system queue and cross check both with the
handover sheet.
For example, if an incident happened at the end of your shift and you didn’t take action, the next shifter will
have to open the ticket on your behalf but this will be considered as a breach since the incident occurred during
one shift but action was taken during the next shift.
Please make sure to follow the above at all times to avoid breaches.

You are requested to act on the above mentioned points with the highest priority, failure to do so will have
consequences.
Your job isn’t only to sit back and monitor alarms and act accordingly, there is emails and calls you should take
action by opening ticket as customer request and follow up the case according to.

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In order to enhance our operation work and make sure that we are in line with the operation guidelines, we’ve
compiled above a list of points that needs to be addressed based on the observation of the 24x7 shift.
If you have any concerns, feel free to let us know so that we can address it.

Thank you

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