Process Knowledge Playback Maintenance Project Presented By- Alka Mehta(885026) Arpit Saran(838563) Kirti Singh(883796) Kumari Meenu(840291) Rishabh Jha(835286) Suraj Singh(847365)

A banking customer maintains their credit management system by a 15-member internal IT team. Customer decides to outsource the maintenance of credit management system to TCS. Maintenance Project

Maintenance Process Identify and Manage Problems Handle Change Requests Update Maintenance/ Support manual Conduct Review Meeting with ClientsPerform Support Process for Service Delivery Project Start-up Transition Wind Up Manage Incidents

Project Start-Up Identify and Manage Problems Handle Change Requests Update Maintenance/ Support manual Conduct Review Meeting with ClientsPerform Support Process for Service Delivery Project Start-up Transition Wind Up Manage Incidents

ENTRY: - Formal intimation from customer to start the project - The Contract has been authorize - Due Diligence Report is available - The common entry criteria have been fulfilled TASKS: - Handover from sales to delivery - Project initiation - Build team - Prepare project plan Project Start-Up

VALIDATION AND VERIFICATION - Review of detailed plan for the transition - Review of project plan EXIT CRITERIA - Work order is authorized - Project plan is released - Start-up requirement checklist is updated - Sales to delivery sign off completed - Project start-up sign off phase completed Project Start-Up

Transition Identify and Manage Problems Handle Change Requests Update Maintenance/ Support manual Conduct Review Meeting with ClientsPerform Support Process for Service Delivery Project Start-up Transition Wind Up Manage Incidents

ENTRY: - Detailed plan for transition is available - Items to be maintained are available - Environment requirements identified TASKS: - Study current practices and procedures - Formulate maintenance/support procedures - Set up environment - Perform pilots and training for inducted members Transition

VALIDATION AND VERIFICATION - Review maintenance and induction manual - Review initial baseline - Review project plan EXIT CRITERIA - SLAs are agreed upon - Maintenance/Support manual released - Maintenance/Support environment for transition is set up Transition

Manage Incidents Identify and Manage Problems Handle Change Requests Update Maintenance/ Support manual Conduct Review Meeting with ClientsPerform Support Process for Service Delivery Project Start-up Transition Wind Up Manage Incidents

ENTRY: - Incident repository, maintenance manual etc. is available - Incident is reported to/identified by the team - SLAs are available - Change management tool is available TASKS: - Log the incident and assign to team member - Prioritize the incident - Monitor SLA cases and re prioritize incidents - Keep user informed about status of the incident - Handle the incident Manage Incidents

VALIDATION AND VERIFICATION - In case of code fix, - Review incident - Test solution to the incident EXIT CRITERIA - Close incident by validating its correctness Manage Incidents

Identify and Manage Problems Identify and Manage Problems Handle Change Requests Update Maintenance/ Support manual Conduct Review Meeting with ClientsPerform Support Process for Service Delivery Project Start-up Transition Wind Up Manage Incidents

ENTRY: - Problem is assigned to the maintenance team - KEDB (Known Error Database) is accessible to the team members TASKS: - Study incident or potential issues - Analyze repeatedly occurring incidents - Prioritize the problems - Remove entry from KEDB on closure Identify and Manage Problems

VALIDATION AND VERIFICATION - On closure of the error - Review error - Test solution EXIT CRITERIA - Problem has been closed Identify and Manage Problems

PROJECT INITIATION (Roles of various actors) 1. Delivery Manager/group leader - Acknowledge complainant - Analyze causes for complaint - Ensure legal formalities for maintenance - Analyze, prioritize and resolve complaint as per criticality and SLA - Perform handover 2. Delivery Assurance Group (DAG) - Select project ID, review and authorize project plan - Ensure induction and training of project lead and team members Activities For Project Start-Up

3. Project Leader - Analyze and prioritize problems and defects - Assign roles and responsibilities to team members - Ensure project according to all legal clauses - Conduct project review meetings - Update changes in project - Consulting delivery of items to customer Activities For Project Start-Up

1. Opportunity Owner - Brief delivery manager on handover - Identify and invite relevant stakeholders - Intimate project win - Conduct induction meetings 2. Project Leader - Identify and invite relevant stakeholders - Conduct and record Minutes of Meeting (MOM) - Track action items to closure Project Start-Up Meeting With Customer (Roles Of Various Actors)