1. GFS Tier 2 Update

2. GFS A Partnership Focused on the Global Success of GFS with Cisco 2 Tier 2  Tier 2 was designed to be a remote, case based, service desk responsible for second- level (P3 – P6) work associated with the following technologies: IP Communications (Voice)Extranet NetworkIPCC  The concept was to take a distributed team with various processes and build a centralized team focusing on consistent processes and procedures with tight linkages into other support organizations. (GTRC, LIT, Tier 3 etc)  Service went live on Oct 1, 2006  Currently members of the Tier 2 team are housed mainly in San Jose, RTP and Bangalore

3. GFS A Partnership Focused on the Global Success of GFS with Cisco 3 Focus Items for Tier 2  Linkages to other Organizations – The focus has always been on increasing efficiencies and streamlining processes to ensure the right resources are working the right issues at the right time. Continuous improvement on communication and collaboration among all groups. -IMC -GTRC -CROS -LIT -WPR  Linkage with NDCS Change Management process - Refer to the below link for complete info : Http://wikicentral.cisco.com/display/GROUP/NDCS+Change+Management+Pro cesses Http://wikicentral.cisco.com/display/GROUP/NDCS+Change+Management+Pro cesses

4. GFS Types of case for all supported Technologies A Partnership Focused on the Global Success of GFS with Cisco 4

5. GFS A Partnership Focused on the Global Success of GFS with Cisco 5 Tier 2 CR Policy  Tier 2 cannot perform a Change Request with less than 24 hours of lead time. Most changes require 48 Hour s of lead time.  Tier 2 can only perform work that has been approved by Infosec, CSPO or other Tier 3 organizations (emergencies only). Tier 2 cannot perform work outside of what was explicitly approved.  Tier 2 does is not responsible for getting Infosec/CSPO approval and typically will not accept a Case requiring a CR that has not received this approval.  All work must fit into Tier 2’s hours of operation. These hours run from 18:30 PT on Sunday through 18:00 PT on Friday (08:00 Bangalore time (Saturday). Work cannot be scheduled to start before 18:30 Sunday or to complete after 18:00 PT on Friday.  All Tier 2 CR work must be completed off-hours in the location that the work is going to be performed. The start time for any work will generally be after 18:00 Hours local time, but this is subject to work hours at the location.

6. GFS A Partnership Focused on the Global Success of GFS with Cisco 6 Tier 2 CR Policy  All ACL Changes must be performed Through Firedrill and are performed in accordance with the current CR implementation Processes  Work will not be performed unless all approvals are received prior to the start of the requested change window.  Work will not be performed during Month and Quarter End Change Freezes unless a Change Freeze Exception is granted to the change. The Requestor is responsible for obtaining the Freeze exception.  All ACL changes are subject to prior review and approval by the NDCS Change Control Board..  Changes to designated TAC sites will have special change time restrictions based on the hours of the local TAC organization and scheduling with Off Hours, Pacific Time.

7. GFS Escalation Handling Challenges  Customer Perception of What Tier 2 is permitted to do: The 24 hour and off hour limitations of Tier 2 needs to be better understood within the broader support community.  CR Approvals with short lead times: High and Emergency changes require additional, individual manager, director, VP Approvals. With short lead times  Last minute Alterations to changes : Because of the need for CSPO/Infosec approvals, Last Minute alterations to a CR can cause issues.  Understanding of expedite or exception driven changes  IMC deals with repair related requests. Many of the expedited ACL changes are new requests. There needs to be a better understood process for handling break/fix expedites. Get GTRC/IMC more involved in the determination of whether the case warrants escalation.  CSPO/Infosec approval of Changes: Tier 2 occasionally sees escalations associated with Cases still awaiting Infosec/CSPO approvals  Handling expedited New requests through Emergency CRs, less than 24 hrs. A Partnership Focused on the Global Success of GFS with Cisco 7

8. GFS A Partnership Focused on the Global Success of GFS with Cisco 8 Improving the Partnership - Communications There are Two Types of Communication  Case Related Communication -These tend to be case escalations. The goal in any case escalation is to resolve the case as quickly as possible or get it further escalated to get the right people working on the issue. The most effective way to get immediate focus on a case is to use the “Click to Escalate” link in directory which pops the below alias. See next Slide Alias : GFS-TIER2-Case_Escalations@external.cisco.com Ensures appropriate attention is given to the issue immediately All Escalations are recorded, tracked, categorized, shared and actions will be taken to prevent future occurrences Observation :- Large Percentage of Escalations are actually an Expedite  Service Related Communication -Service related issue are addressed in the weekly Tier 2 Operations meeting every Thursday. Cisco Tier 3 is encouraged to attend for feedback and input. Analysis on Service Identified or perceived gaps in Service are documented and discussed Issues are Discussed and Tracked to Closure Management alias : gfs-tier2-management@external.cisco.com

9. GFS A Partnership Focused on the Global Success of GFS with Cisco 9 Case Related Communication “Click to Escalate”

10. GFS A Partnership Focused on the Global Success of GFS with Cisco 10 Service Related Communication  Open Dialogue and Communication Cisco Leader Cisco Global Service Delivery Manager – Mike Olmsted (molmsted@cisco.com) IBM Leaders responsible for Service Delivery IBM Global Service Delivery Manager – Kenneth Eaton (ekenneth@us.ibm.com )ekenneth@us.ibm.com IBM Service Delivery Manager India – Desmond Coutinho (d coutinh@in.ibm.com)  Current Forums -Weekly Tier 2 Issues Meetings on Thursdays Regular attendees include both SDMs, Mike Olmsted and other operation managers – all are welcome to attend or be represented in this meeting -Weekly Tier 2 CIP call on Mondays. Attendees -- Internal -All issues need to be driven through the IBM SDM’s To ensure we are addressing all concerns, the IBM SDM’s need to be involved and act as your Single Point of Contact.

11. GFS A Partnership Focused on the Global Success of GFS with Cisco 11 Improving the Partnership – Policy  There are several common trends we find that lead to confusion, delayed responses, missed expectations and a unsatisfactory client experience. Most of these issues are not within the current scope of Tier 2 or LIT or GTRC. Such issues need to be jointly identify, track, and develop policy around these issues to ensure they are handled by the right organization in the appropriate timeframe. -Labs -Data Centers -Analog Lines -Bulk update Requests -Lack of Knowledge Management regarding certain item (Hotspots, ECT) --------------------------------------------------------------------------------------------------------- -Network Down (P1/P2) -Link issues - P1/P2 service or a device down.

12. Questions