Project SALT – Infrastructure-Security

Transition Plan
10/14/2016
Agenda
Considerations for Transition Approach

Engagement Complexity Index (ECI) & rationale for the transition approach

Transition framework

Transition Timelines

Tower wise Transition Timelines and plan

High level Transition activity work flow

Changes during the Transition phase

Transition Risks & Mitigation

Transition Governance & Documentation

Expectations from Deleted

3
Transition Approach for Managed Services
Is designed based on the following key considerations based on our experience in Deleted and information gathered from
RFP

Detailed Knowledge transfer with focus on documentation and standardization for all outsourced
services like Service Desk, EUC, Mainframe etc.

Retain the Talent through rehiring Deleted identified SMEs for services managed
(insourced) by Deleted

Incremental knowledge transfer for the services where Deleted is supporting along with
Deleted SMEs

Impact of in-flight projects and outcomes on the transition and ongoing support

4
Rationale for proposed approach
Is based on detailed analysis of information from RFP using Deleted’s Engagement Complexity Index (ECI) framework. The ECI framework provides
indicative transition timelines for respective tower based on complexity, criticality, stability and Deleted knowledge about Deleted
Parameter Complexity ( 100 %) Criticality (100 %) Stability ( 100 %) Other Engagement Parameters ( 100 %)
Factor 35% 10% 15% 15% 25% 30% 25% 20% 20% 5% 35% 10% 55% 25% 15% 10% 10% 25% 15%
Activities # Regions/ Support
Inflight Vendor # Languages Infrastructure Tickets/user Security and Freeze Specific Transition People Domain In
Towers Technology / Interfaces Processes & Tools User Base Countries/Locations/ SLA Window Tickets
Projects Supporting supported Age per year Compliances Period Training Duration Transfer Scope
(Skill Levels) Zones/Province etc / Coverage

Complexity Criticality Stability and Others

Volumetric: Deleted DC and EUS • Tickets: 12450

• Ticket / Month: 12,540 Deleted Geo and Location • Freeze Periods: Data not available
• Desktops and Laptops: 8450 • USA: 116 locations • Leverage current tools and Process
• VDI Instances: 2650 • End-User Base: 9994 • Year End /Holiday period / Business
• Servers: 7083 , Wintel:3166, Unix:2878, • Operational SLA on best effort basis peak times to be considered
Others 1039 • Language: English • People transfer
• Storage & Backup: 5407 TB • Support Window: 24x7 Deleted DC S/W – H/W – Out of
• Mainframe: 2968 MIPS support
• Network devices: 2346 • EOL Estate (70%)
Compliance
• Middleware Instances: 2535 • Many DB are unsupported or near
• PCI / HIPAA /SOX EOL supporting critical applications
• Database Instances: 1417
• Mailboxes: 13000 • aged devices are nearing EOL
• Printers: 786 • Backup environment – EOL – No
disaster recovery in place in the
• Inflight Projects: No details available event of corruption of replication /
• Support Model: Transition from Incumbent multidisc array failures

Based on the information provided in the RPF various weightage factors has been applied based on our experience of executing more than 100 + transition and based on those criteria. Deleted plans to propose parallel start and staggered cutover based
transition with technology services service desk and EUC followed by Data Center Services transition to ensure customer satisfaction is maximum and minimum interruption to the business operations by starting with lower complex and moving to higher
complex regions

5
Grouping of towers based on the ECI outcome to ensure
seamless transition
Step 1 – Infra Services Profiling using ECI
Step 3 – Determine Service Groups
Infrastructure Services Complexity
6.0 The in scope service tower grouping is done to minimize the transition risk. These groups
Messaging Storage & backup will be executed in multiple waves and staggered transition cutover based on complexity
5.0 Service Mgmt. and criticality.
Engagement Complexity Index

Mainframe
4.0 Service tower groups Rationale
Group 1: Foundation • Service Management, Tools readiness is a key
3.0 functions dependency for other towers
Tools NOC
2.0 End User Group 2: Outsourced • End-user impacting services such as Service desk, End
Database Unix Security Services Functions User Services – Desk side Services, Desktop imaging,
1.0 Network Wintel SW deployment and Network aligned together which
are interdependent and require longer transition
Middleware Service Desk
0.0
timelines due to criticality and complexity
0.0 2.0 4.0 6.0 8.0 10.0 12.0 14.0 16.0 Group 3: Integrated NOC • Logical grouping of NOC, Batch job and command
Number of Service Towers
center operations to ensure standardization and derive
Deleted and Deleted co-managed Medium synergies
Low Complexity
Complexity
Group 4: Data Center • In-sourced and co-managed services require shorter
Services timelines due to availability of existing Deleted
Step 2 – Categorize Services into High, Medium, Low bands resources knowledge about the environment.

Service Tower Complexity Group 5: Information • Transition of common topics specific to security will be
Security Services done along with respective towers. Ex, Access
High Medium Low
Management with service desk track
No. of Towers 0 10 4
Indicative Timelines > 20 weeks 12-20 weeks 8-10 weeks

6
Transition Solution Approach Tower Focused Transition Dedicated Transition Business Critical period Aligned plan
Approach Managers Offshore & Onsite ( Yearend / Holiday/ Business peak etc.)

AS-IS Transition Neutral Transition Location Minimum Disruption, Robust Governance, Risk
Mitigated
Parallel start and Staggered
Train the Trainer KT approach DATA CENTER & SECURITY SERVICES
cutover
Critical Considerations
Service Stabilization post Scope : MSP (Minneapolis DC) and JAX (Jacksonville DC)
transition
Server, Storage, Database, Middleware, Mainframe.
Messaging, Network (LAN&WAN), Volumes : As per inventory
list provided in RFP Pack
Language : English,
EUS Support Window : 24x7
Critical Considerations: Onsite Transition location : Minneapolis, USA
Total duration of 14 weeks excluding pre-planning Proposed service Delivery Location : India

Transition Approach
Transition from : Incumbent
SERVICE DESK Emphasis to understand site demographics, user locations, distance
Transition Location : HQ, Deleted, USA, MN and FL, USA
between sites, key challenges and requirement per sites would be
addressed
Critical Considerations: - Site based approach as per volumes adapted ( Performance Bar > 1000
• Total duration of 12 weeks excluding pre-planning Users , Gold > 100 Users, Cluster (Within 25 Miles of Hub sites, Dispatch
• During Planning phase we will work with Deleted to assess the sites <100 Users and remote users )
cutover strategy – ticket volume based. ticket category based or
voice or non voice based etc. EUS Data points
• “As-Is” process and tools adaption to expedite the Transition Scope : 8450 Desktops / Laptops Language to support : English
timeline. Any tool changes will happen post go-live
Support Window : Primary Site (7AM to 6 PM), Secondary ( 7AM – 7PM
• Proposed delivery location : Phoenix, US and Chennai India EST)
• Language to support : English Only Geography : USA
• Transition Location : HQ, Deleted, Connecticut, USA
Locations : 116 ( 46 locations – Home users)
• Support Window : 24x7x365
• Volumes considered : 8374 Contacts / Month Transition from : In house and Incumbents
• Transition from : Incumbent
Transition Location : Sites based approach

7
Leveraging Deleted’s proven Transition framework
• Understand the As-Is processes, SOPs, • Perform gap analysis of processes • Replay Deleted understanding of processes and procedures to
Systems and Tools from customer / • Improve As-Is process customer SMEs
incumbent vendor, through discussion with • Create documentation based on gaps • Review the updated documentation and obtain sign off
SMEs and self-reading identified and as per agreement with • Validate access to tools & systems
• Capture statutory, regulatory, data privacy customer • Team Ramp-up
requirements • Tests to assess understanding

• Plan requirements to kick off Transition • Work with current support team to
• Set up Project Management Office implement signed off process and procedures in
• Initiate Integrated transition plan “Shadow” mode and “Reverse Shadow” mode
• Initiate logistics, infrastructure set up • Gradually take 100% responsibility of in scope
• Identify and block SMEs activities and track SLAs
• Conduct Boot camp
• Finalize Critical success factors & Exit Criteria Service cutover
Go No-Go

Stakeholder and End User Daily and weekly progress RAID

Transparent Reporting
Communication review meetings (Risks, Actions, Issues, Decisions)

Deleted Tower specific focus areas

Service Desk End User Services Information Security Data Center Services Cross Tower Services

• Tooling • Desk side services and tooling • Access Management • Colocation services • ITSM processes
• ITIL processes • Conventional device support • SOC, IRM and Audit • Server services • 3rd party & system integration
• Org. policies & procedures • Print Queue and MDM support • Security infrastructure NW • Storage & Backup services • Major Incident Management
• Incident life cycle mgmt. • Travelling user support • Software and Tools • Database services • Project Management support
• Customer experience • Image engineering and • Vulnerability and Compliance • Network Infrastructure services • Financial Management
• Complaint handling process Management Management • Messaging and collaboration • Policy and Procedures manual
• Patching, upgrades and SW • Physical security • Mainframe services
management • Training and Awareness

8
Proposed Transition Timelines March-17 April-17 May-17 June-17 July-17
Service Tracks /Waves -M1
W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18
TMO Contract Governance : Stakeholder management, Escalation Management, Tracking and Reporting
GROUP 1 Enablement

Sign Infrastructure setup & Network connectivity

Infrastructure Helpdesk & 2nd Delivery Center readiness

Resources Resources ramp up complete

OCM Organizational and Leadership alignment, change strategy, Stakeholder engagement etc..

Preplanning, Communication strategy, Resource onboarding

Process definition : IM, PM, CM,RM, KM Phase 1 : Process ready
Wave 0 -Service Management Capacity, Config, AM, SLM, Demand , Financial Mgmt.
KT, Assessment, Zenoss and eMite readiness
Phase 2 : Process ready
Wave 0 - Tools Implementation Phase 1 Phase 2 Tools ready

Joint Transition Planning workshop

Phase 3

Wave 1 – Service Desk

GROUP 2

Remote Support, NextGen. Devices, Desktop Engineering and Network

Wave 2 – EUS

Wave 3 – EUS Desk Side Services – Dispatch & Cluster Sites

Wave 4 – EUS Desk Side Services – Gold Site & Performance Bar

Group 3 – Integrated NOC Command Center, Batch Ops and NOC

Wave 1 - DC Services Storage, Backup, Wintel, Unix, DB, MW, Messaging, AD, Exchange
GROUP 5 GROUP 4

Wave 2 – DC Services Network – Voice, DC LAN, WAN

Mainframe
Wave 3 – DC Services
Identity Access Management
Wave 1 – IT Sec Services
Wave 2 – IT Sec Services Infra & data Security, SOC, IRM, Audit, DR,And Infra VA

Wave 3 – IT Sec Services Vulnerability and Compliance Management

Improve,
Phase Exit Service Learn Implement
Legend : Validate 9
Toll Gate Go-Live Phase Phase
Phase
Transition Enablement and Readiness
Network Connectivity • Deleted will leverage the existing ODC to start Project Salt services. The existing Network shall be leveraged for Project Salt

Delivery Center Readiness • Deleted delivery locations in India and Phoenix are ready. We are already providing services from our India delivery locations.

• Deleted has approx. 70 resources supporting Deleted which is also part of the RFP scope. Based on our knowledge and skill
Deleted SME onboarding
requirement for Deleted, we will proactively onboard additional resources as per proposed timelines

• Based on our past experience with Deleted we have captured and developed a robust KM portal ( https://Deleted.Deleted.com) that
KM portal on Deleted will be leveraged to onboard other resources. Train the trainers approach will be leveraged for existing knowledge.

Deleted Boot Camp • Deleted has executed more than 40 Transitions across Apps and Infra services and developed detailed collateral to expedite
collateral onboarding process. We will leverage this experience and conduct boot camps as part of pre -planning phase.

Transition PMO • Transition and Transformation PMO resources have been identified and will be assigned during pre planning phase itself

Risk Tracking and

• We have developed a comprehensive risk register to track risk at each level and have a mitigation plan for a risk free transition.
Mitigation

ITSM process gap • As a investment within the existing program initiative Deleted ITSM COE team will do a proactive detailed process gap assessm ent
assessment for Deleted in next 12-16 weeks and will have a detailed report ready to be reviewed during Transition planning phase

• Deleted has submitted a detailed MPP plan which is 80% ready. We will refine this plan post due diligence and will use as a baseline
Transition Plan document for Joint Transition planning workshop with Deleted

>90% Ready / Already exists 50 ~ 75% Ready 10

Legend
Transition Plan – Cross Function Services
March-17 April-17 May-17 June-17 July-17
Service Tracks /Waves
W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18
Wave 0 -Service Process definition/validation : IM, PM, CM,RM, KM

Workshop
Planning
Management Capacity, Config, AM, SLM, Demand , Financial Mgmt.
KT, Assessment, Zenoss and eMite readiness
Wave 0 - Tools Implementation – Phase 1 Implementation – Phase 2 Phase 2 : Process ready

ITSM Processes – Phase 2

• • Define / Update Capacity, Configuration, Asset, Availability, Demand
ITSM Processes – Phase 1

Review process gap assessment draft report and Finalize process roll out plan
• Validate/Enhance and Update IM, PM, SRM, CM, KM and SLM processes to Management processes aligned to target operating model
bridge the gaps and align with target operating model • Update processes in line with gap analysis and Target operating model
• Review and sign off updated processes • Deploy enhanced processes in ServiceNow
• Finalize process operationalization approach • Finalize Roles and Responsibilities for phase 2 processes Train Deleted
• Deploy enhanced processes in ServiceNow IT, Business & Application and Deleted Infra teams on processes
• Finalize Roles and Responsibilities for each process and training plan on new • Roll-out enhanced processes as part of cut-over
processes
• Roll-out enhanced processes as part of cut-over

• Review and agree on the detailed plan for tools transition and enhancement roadmap
• Carry out assessment and gap analysis for current tools environment
Tools Transition and
Implementation

• Carry out knowledge transfer for AS-IS tools from Deleted

• Implement Self help through Smart IVR
• Integrate existing ServiceNow with Deleted Zenoss platform for auto ticket creation
• Integrate HP OMi with Deleted Zenoss platform for event correlation
• Update existing SNOW configuration based on the new processes
• Sign-off with Deleted on tools readiness along with Infrastructure Services readiness for cut-over 11
Transition Plan –Service Desk and End User Services
March-17 April-17 May-17 Juney-17 July-17
Service Tracks /Waves
W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18
Wave 1 – Service Desk
GROUP 2

Workshop
Wave 2 – EUS

Planning
Remote Support, NextGen. Devices, Desktop Engineering and Network

Wave 3 – EUS Desk Side – Dispatch & Cluster Sites

Wave 4 – EUS Desk Side – Gold Site & Performance Bar

Plan Learn Improve & Validate Implement

• Review and sign off transition • Understand the current CTI mapping in • Create SOPs, RUN Book and other KT • Perform shadow activities
plan for Service desk and EUS. SNOW Documents • Simulation with test cases
Key Activities

• Identify Deleted SMEs in key • Understand process for provisioning, • Create documentation for Performance • Manage % calls split from existing HD
locations identified for HW, SW, etc. and conventional device bar, Gold, Cluster and Dispatch/Depot • Ramp-up volume gradually
Performance bar and Gold support support models • Perform shadow support for EUS
support • Understand remote location and work • Validate KA with Deleted POC through services
• Call Barging plan agreed from home user support process playback • Participate in patching activity
• Train team on new support model and • Go/no-go sign-off
• Understand desktop engineering process
processes
1. Core Team on-boarded and procedures
• Review & Signoff the readiness with
2. Tool access enabled for • Understand MDM, Print Queue
Deleted
Key Deliverables

Deleted management
• Validate all Accesses
3. KM and Ticket history
available 1.Resource Ramp-up complete, Infra, seat and logistics ready
4. CTI Dump of existing tool 2.Toll free number, routing and IVR finalized and tested % volume ramp up
received 3.Call splitting mechanism ready and tested
5. Call splitting plan finalized 1.Test completed with agreed %
4.ITIL process and SNOW configuration ready 2.Cutover signoff by Deleted Back log is
6. Backlog handling process 5.KT effectiveness assessments completed
finalized cleared
Phase Service Learn Improve, Implement
Legend : 12
Exit Toll Go-Live Phase Validate Phase
Gate Phase
Transition Plan – DC Services
March-17 April-17 May-17 June-17 July-17
Service Tracks /Waves
W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18
Integrated NOC Command Center, Batch Ops and NOC
GROUP 3

Workshop
Planning
Wave 1 - DC Services Storage, Backup, Wintel, Unix, DB, MW, Messaging, Active Directory, Exchange
&4

Wave 2 - DC Services Network – Voice, DC LAN, WAN

Wave 3 - DC Services Mainframe

Plan Learn Improve and Validate Implement

• Review and sign off detailed transition • Understand critical infrastructure, • Create SOPs, run books and other KT • Perform shadow activities with lower
plan business environments, security Documents priority incidents
• Identify tower SMEs polies • Validate KA with Deleted & • Cut-over Test and Dev servers
Key Activities

• Agree on system access based on • Understand downtime management, Incumbent POC through playback followed by Pre-prod and
regulatory and data privacy build, patch and refresh processes • Train team on new support model production servers in incremental
requirements • Understand DR/BCP processes and processes approach
• Inventory details by tower • Request access to tools and • Review & sign off the readiness with • Sign-off final documentation SOPs
environment Deleted and run book
• Validate system access • Go-no-go sign-off

1.Resource Ramp-up complete

Key Deliverables

1.Core Team on-boarded

2.Infra, seat and logistics ready
2.Deleted & Incumbent POC
Identified 3.App. Integrated Command Center (AICC) set-up
1.Test completed with agreed %
3.KM and ticket history available 4.Known Errors DB in place
2.Cutover signoff by Deleted
4.Known errors database available 5.Critical systems & applications architecture diagrams and system restart
procedures received
5.Tool access enabled for Deleted
6.Monitoring thresholds & environment support processes documented

Phase Service Learn Improve, Implement

Legend :
Exit Toll Go-Live Phase Validate Phase 13
Gate Phase
Transition Plan – Information Security Services
March-17 April-17 May-17 June-17 July-17
Service Tracks /Waves
W1 W2 W3 W4 W5 W6 W7 W8 W9 W10 W11 W12 W13 W14 W15 W16 W17 W18

Wave 1 – IT Sec Services Identity Access Management

Workshop
GROUP 5

Planning
Wave 2 – IT Sec Services Infra Security, SOC, Data Security, IRM, DR, Audit, Infra VA

Wave 3 – IT Sec Services Vulnerability and Compliance Management

Plan Learn Improve & Validate Implement

• Revalidate scope, identify key risks, • Understand existing setup and • Identify and Freeze in scope and out • Update Run books and SOPs
develop Detailed Transition plan security tools and processes of scope activities • Perform shadow activities
for Security Track 1,2 and 3. • Analyze compliance and data security • Get Vendor contact details and • Simulation with test cases
Key Activities

• Identify Deleted SMEs in key considerations escalation matrix • Discuss and agree upon different
locations • Current escalation mechanism • Performance evaluation parameters, report formats
• Define milestones baseline KPIs • Manage ageing and open tickets
• Critical situation management
• Resource allocation • Identify tool consolidation • SLA breach Analysis
process
• Finalize Security requirements opportunities • Demonstrate successful handling of
• Current Knowledge base
• Identify key security metrics and all in scope services
• Obtain current ticket volume and current state analysis • Track Plan Vs actual SLAs
baseline figures • Identify quick-wins as
integrations/enhancements
Deliverables

1. Core Team on-boarded 1.Resource Ramp-up complete

1.Test completed with agreed %
2. Deleted POC Identified 2.Access to Tools / Infrastructure
Key

2.Cutover signoff by Deleted Back

3. KM and Ticket history available 3.Review and Sign-off SOPs and RUNBOOKS log is cleared
4. Sign-off Detailed Transition Plan 4.Analyze volumetric for right sizing

Phase Service Learn Improve, Implement

Legend :
Exit Toll Go-Live Phase Validate Phase
Gate Phase 14
High level activity flow for Lean, Improve and Validate
phase is…
Below flow chart provides high level activity flow, interdependencies for Knowledge Acquisition. Deleted has developed several artifacts that will help mitigate
transition risks to a greater extent and ensure smooth transition

Quality Gate
Pre KT Planning
 KT Clarifications  KT Progress  Signoff by
workshops  SME Identification KT Recordings
 Reverse Tracker Deleted
 Scheduling KA Engineering  Issue Tracker  Exit Criteria
Team Ramp up
sessions and  Run Books /  KT Score Card  Approval to
Induction Boot
Meetings invites Daily Onsite/ Standard Operating  KT Evaluator move to
Camps
 Detailed KT Plan Offshore Knowledge Documents Portal Shadow
Update Transition  Review Existing transfer sessions  Process and  Reverse KT Support
accelerators for Deleted Procedures Presentation
Deleted documentation 1 to 1 sessions with documentation  Review updated
Deleted SMEs Daily Tower level  KT assessment documentation by
Phase Entry/Exit
Synch up Call sessions Deleted SME
Criteria Definition

Knowledge Repository: https://Deleted.Deleted.com

KT Plan Phase wise Checklist Transition health check (D & E RAID Log Run Book
Score card)
Transition
Artifacts

KT Navigator : https://knowledgetransition.Deleted.com
Evaluator Portal: http://Deletedevaluator.Deleted.com
High level activity flow for Implement (Shadow & Reverse
shadow) phase is..
Below flow chart provides high level activity flow, interdependencies for Implement phase. Deleted has robust KT effectiveness assessment and control
process to ensure delivery readiness from all aspects for smooth services cutover.

Current and Historical Quality Gate

 Ticket Analysis &
Implement -Shadow

Tickets  Signoff by
Entry Criteria Resolution Steps  KT Progress
Deleted
Daily Onsite/Offshore  SME Validation Tracker
 Exit Criteria
Calls  KT Artifacts update (KT  Issue Tracker
 Approval to
Phase Prerequisite Docs, Run Books, SOP  KT Score Card
move to next
complete Daily Management docs)
phase
Synch up Call
Shadowing Deleted /
incumbent SME
Knowledge Repository: https://Deleted.Deleted.com
Quality Gate
Implement Reverse Shadow

Current and Historical  Ticket Analysis &  Signoff by

Entry Criteria Tickets Resolution  KT Progress Deleted
 Receive SME Help Tracker  Exit Criteria –
Daily Onsite/Offshore  KT Artifacts update (KT  Issue Tracker Formal GO No
Phase Prerequisite Calls Docs, Run Books, SOP  KT Score Card GO
complete docs)  Approval to
Daily Management move to
Reverse Shadow with Synch up Call Stabilization
help from Deleted SME Phase

Deleted Decision Gate Effectiveness Score card

Transition
Artifacts
What is changing during Transition
Along with knowledge acquisition, Deleted team will also create / refine / implement the key elements across Tools, Process and Operations
necessary to ensure seamless implementation of Target Operating model

• Service Management processes

Process • Escalation matrix aligned to Target Operating Model

• End user experience management
• Governance and Reporting

• ServiceNow enhancements based on revised processes aligned to Target Operating Model

• Configure ServiceNow and other tools for the service level measurement and reports expected in the RFP
Tools in line with proposed Tools implementation approach
• Integrate ServiceNow with Deleted’s Zenoss platform for auto ticketing
• Implement integrated monitoring solution using existing tools and Deleted’s Zenoss platform
• Continue Ayehu run book automation

• Implement Global delivery model with right shoring

Operations • Implement Application Integrated Command Center (AICC)

• Tiered Service Desk with continuous knowledge management
• Unified communication hub with multiple user interfaces

17
High level Transition Risks and Mitigation plan
Deleted will establish a dedicated cadence for Risk management in addition to Transition governance to ensure right level of focus and timely resolution of
issues

10 Key Mitigation Strategies

High Probability

Multiple vendor offsite 1. Manage SME expectation, self study mode, use of Reverse
9 Surge of support Disruption of Services
locations 3 during Transition 1 Engineering tools, Longer KT for out-sourced services
incidents affecting KT
8
2. Exec. commitment, integrated transition with focus on OCM
Service Desk documentation may be 11
owned by incumbent and may not be 3. Hub-spoke model, travel to vendor offsite locations as per plan
Probability of occurrence

4 Resistance to organizational
7 willing to share change 2
Flight risk of tacit 4. Deleted will work with Deleted to define ITSM processes
knowledge required for Service desk. Further Deleted will leverage its
6 Lack of documentation, SME 5
SOPs / Runbooks as a base line and will refine and review with
unavailability
8 Vendor to Vendor Deleted SMEs
5
transition 6 5. Selective rehiring of existing SMEs
Lack of standardized
4 processes
Onboarding, access
6. Detailed KT checklists, joint planning and tri-party governance
12 9
provisioning challenges (BC 7. Finalize onboarding/off boarding process during planning
3 requirements) 7
SME attrition or premature phase
Data sensitivity /
release of vendor resources
Low Probability

2 regulatory constraints 10 8. Static, dynamic reverse engineering using ZDLC toolset

9. Work with Deleted in standardizing processes and training
1
10. Iterative KT to accelerate SME free-up, Rapid KT, governance
11. Leverage existing team and knowledge to minimize
dependency on Deleted SMEs
Low Impact 1 2 3 High Impact
12. Collaborate with Deleted to address any unexpected
Potential Impact
constraints / issues

18
Deleted Dependency and Estimated Efforts Required
Documentation
 Access to existing documentation – SOPs, run
books, KMDB, ticket data, Visio, SharePoint
etc.

Infrastructure Access and Support

 Provide required infrastructure and system
access – including network, servers, seating
space, meeting rooms, systems etc.

Governance
 Dedicated Transition manager / POC for
overseeing the transition and resolving any
challenges / bottlenecks

SME Availability
 Availability & involvement of SMEs from
Sears and incumbent for timely completion
of transition

19
Deleted Transition Governance
Bi-weekly

Deleted Program Director Deleted Program Director

Governance Council

Deleted Overall Program Manager Deleted Overall Program Director

Weekly
Deleted Transition Director / Managers
Escalate
Deleted Transition Manager Incumbent Transition Manager
Issue
Deleted Delivery Manager Deleted Delivery Managers

Deleted Tower Lead Resolve Deleted Tower Leads

Transition Management Committee

Escalate
Daily Issue
Deleted Tower SMEs Deleted Tower Leads and SMEs
Deleted Leads/SMEs Deleted Leads/SMEs
Resolve

3rd Party Vendor

Transition Operations Committee

Key Activities
 Review the transition Progress
 Global Transition & collaboration  Transition issues / show stoppers
 Review SME and 3rd party SPOCs Calendar
 Creation of business initiatives/ commitment to  Transition escalations
 Discuss benchmark and Dashboard
shared goals  Progress on transition
 Review non-resolved transition issues
 Resolutions to critical impediments  Fine-tuning transition
 Report or escalate to Governance Council

20
Transition Org Structure
Transition Director Transition Director Transition Manager Delivery Director
Transition
Applications
Management
Lead
Office

Transition Tower Tower

Transition Tower Transition Tower Transition
Manager Manager Manager
Manager Manager Manager Managers Manager
Cross Tower Cross Tower Security
SD & EUS SD & EUS DC Services DC Services Security Services
Services Services Services
SME SME SME
SME Transition Lead Transition Lead SME
SME
ITSM Service Desk Integrated NOC SME IAM SME
SME

SME SME SME

SME Transition Lead Transition Lead SME
SME
Tools EUS DC Services SME Security, DR, IRM SME
SME

SME SME SME SME SME

SME SME
SME Desktop Network Vulnerability and
Service Now SME SME SME
Engineering Compliance
SME
SME
Onsite / Onsite / Mainframes SME Onsite /
Offshore Teams Offshore Teams Offshore Teams

Onsite /
Offshore Teams
Legend Deleted Deleted Incumbent 21
Recent Customer Experiences with Deleted Infrastructure
Transition
Utility Company in US: Awesome work by the team Bakery Solutions Company: Wonderful communication ,
crossing oceans, volcano, forest and other difficulties. skilled workers with ability to complete work at all times .
Fantastic team work… Provided clear scope, deliverables, and associated costs so
they are easily understandable.
Life Sciences Company in US: People that have the rare
combination of technical skills, a passion for delivery Building Materials Manufacturing Company: Very
excellence and customer service, the right level of committed operational team with excellent governance
humor, and in general, compassion for humanity… setup.

Multinational Chemicals Company: Knowledge

US Largest Supplemental Insurance Company: acquisition phase was very productive and worked well.
Applying logic to situations that goes beyond what is Good quality agents were recruited within time, all
documented in black and white. milestones were met and any issues identified were
quickly addressed.
US Financials Organization: …continued to command
US Financial Services Company: Deleted have a proven
respect and that in turn has helped the broader team
transition model and the project was able to leverage this
work to a high level of effectiveness – leading to a
to good effect.
higher level of confidence for program success…

Enterprise SW services company: The commitment, pro-

Auto Insurance company: It has been very thorough activeness and professionalism of this team is something
and professional.; has been great to work with, and to be proud of...
most of all a very competent individual and knows what
TCSAT (scale 1 to 5)
is needed to be done… 4.33 4.39 4.39
4.16 4.03

Educational Content, Tech and Services company: Very

impressive performance on all parameters…

22
2012 2013 2014 2015 2016