1. The new Xchanging Adding value, inspiring innovation

2. Daily SLA Status Report – IT Readiness (Best Practice) Command Centre May, 2012 Presented by: Tribhuwan Nath Phalahari

3. Objective CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 3  This presentation represent a 'best practice', being followed in Project – “Tributum” to keep an eye on daily basis on SLA and report them before SLA get missed.  This can be the part of Process Assets Library (PAL) repository under Project Management that can be made available to all project teams to facilitate project performance.

4. Project Overview CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 4  XTB implemented a revised IT systems architecture including hardware and software due to the introduction of the withholding tax on securities trading (Abgeltungsteuer (AGSt)) in the Federal Republic of Germany back in 2009.  XTB has outsourced Application Maintenance and Support to XTSI, where Command Centre AGS takes care of the Incident Management part (L1) and Software Monitoring Service and and IT Readiness takes care of the Maintenance and Support (L2).  This team is responsible for ensuring availability of the tax consolidation and calculation software to end-customers which are four major banks in Germany:  Sal Oppenheim  Sparda Bank  Targo Bank  Deutsche Bank

5. Challenges CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 5  Issues pending for long resulting Resolution SLA and aging SLA miss.  No status update on tickets if information pending from someone.  Customer dissatisfaction due to large number of open long pending tickets.  Customer had no visibility on Team capacity and availability.

6. Solution CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 6  To overcome these challenges Command Centre team started two additional reporting which took care all the above aspects:  Daily Production Report: This report shows  How many tickets are still open.  What is the ticket status  Which team is working on that ticket.  Details of all tickets assigned to IT Readiness team with the current status.  Total No. of tickets opened for IT Readiness last day.  Team availability. This report is sent to customer, internal management and teams to increase transparency.  IT Readiness daily SLA Report: In this reporting Command Centre generate a report of all tickets, whose SLA is going to miss today or already missed. Since this is done on daily basis, it helps IT Readiness team to work on those tickets on high priority in order to maintain SLA. This is a kind of preventive action. This report is sent to internal management and team only. SKILLS

7. Daily Production Report - Sample CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 7

8. IT Readiness SLA Report - Sample CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 8

9. Report Preparation CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 9  Report preparation is done with the help of IET tool which is the ticketing tool used by Command Centre and excel formula. But any incident management tool can give such details for all the ticket, so any tool can be used to generate this report.

10. Output Achieved CONFIDENTIAL © Xchanging 2012, No part of this document may be circulated, quoted or reproduced without prior approval of Xchanging. 10  100% resolution SLA  Reduced number of open ticket counts.  Reduced number of ticket aging more than 10 days.  Customer appreciation for reduced number of ticket counts.  Project workload visibility is clear to customer  Increased customer visibility for capacity and availability of team.

11. The new Xchanging Adding value, inspiring innovation Thank You