Total # of Project Ids

Primary Location
Business
Unit
Account Name

NGM India - MRCS Mumbai Aditya Birla Group 1

NGM-India-Emerging Mumbai Aditya Birla Fashion and Retail Limited 1
NGM India - MRCS Mumbai Nivea 1
NGM India - MRCS Mumbai L'Oreal India Pvt Ltd 1
NGM India - MRCS Pune Heinz India Pvt Ltd 1
NGM India - MRCS Mumbai Ferrero India Private Limited 1
NGM India - MRCS Mumbai Parle Biscuits Private Limited 1
NGM India - MRCS Mumbai Birla Management Center Services Ltd 2
NGM India - MRCS Kolkata Eveready 1
 Emp ID. (Primary RiO Champion)
# of Associates
Critical (High, Med, Low)

Mobile no (Primary RiO

Account RiO Champion
# Covered Under RiO

Champion)
(Primary)
# Total associates

Low 6 6 Amit Bhatia 142300 8097000515

Med 15 15 Sharmistha Iyer 136750 9820330326
Med 3 3 Swati More 1103016 9892191707
Med 11 11 Swati More 1103016 9892191707
Med 3 3 Swati More 1103016 9892191707
Med 3 3 Swati More 1103016 9892191707
Med 8 8 Swati More 1103016 9892191707
Low 28 28 Anand Badiwale 146039 9769936520
Low 2 2 Shuvra Kirit Das 198618 9903917639
 Awareness Session Attended
Emp ID. (secondary RiO
Account RiO Champion

Unit RiO Leader

Alert-Event Management
(Secondary)

champion)

Access Management

Batch Management
(Y/N)
Mithila Pawar 1128968 Y Shravani Hazra Y Y N
Vijayapal Reddy Neela 1100110 Y Shravani Hazra Y N N
Dilip Patil 1100116 Y Shravani Hazra N N N
Dilip Patil 1100116 Y Shravani Hazra N N N
Dilip Patil 1100116 Y Shravani Hazra N N N
Dilip Patil 1100116 Y Shravani Hazra N N N
Dilip Patil 1100116 Y Shravani Hazra N N N
Amit Bhatia 142300 Y Shravani Hazra Y Y Y
Y Shravani Hazra N N N
 RISK RE-ASSESSMENT QUESTIONAIRE ADOPTION - HEAT MAP ( RAQ 3.0 to be Reffered)
(Mark Y if the Risk domain area is applicable ,Mark N if not applicable,Mark A if the risk assessment is completed)

Release and Deployment

Transition Management
Database Management
Change Management

On Boarding & Off

Shift Management
Communication &
Data – Database

DC Operations
Management

Mainframes

Middleware
Escalation

Boarding
Network
BCP
Y N Y A N A Y Y N N N N N
Y Y Y N N Y Y N N N N N N
N N Y N Y N N N N N N N Y
N N Y N Y N N N N N N N Y
N N Y N Y N N N N N N N Y
N N Y N Y N N N N N N N Y
N N Y N Y N N N N N N N Y
N N Y Y N Y N N N N N Y N
N Y Y N Y Y Y N N N N N Y
RAQ 3.0 to be Reffered)
k assessment is completed) RAQ 3.0
RAQ 2.0 (Risk Reassessment using t
new version of Risk Register
Knowledge Management

- To Be Done TOTAL
Areas identified for

Assessment Areas

Assessment Areas
Major Incident
Management

Management

assessment
Competency

- Done
Risk
Risk Risk Transferred
Risk
Identified Mitigated (3rd party
Identified
=A+B A Risks)
B

N N N 8 2 6 5 2 3 5
Y Y N 8 0 8 0 0 0 0
Y Y Y 6 6 0 1 1 0 1
Y Y Y 6 6 0 8 4 3 8
Y Y Y 6 6 0 0 0 0 2
Y Y Y 6 6 0 3 1 1 3
Y Y Y 6 6 0 3 0 2 3
N N N 0 0 0 1 0 0 1
Y Y Y 14 4 10 2
 # Floor
Connect/enga
gement
# Associates undertaken
Sessions with
RAQ 3.0 Pledge Adoption , Do's & Donts Number of Outages
teams
(Risk Reassessment using the awareness (which is business impacting and TCS
conducted
new version of Risk Registers) & Frequency of Pledge (D,W,F,M) Induced)
during
or One time only -O
FY 17-18 by
leadership
team
Risk

May-17

May-18
Aug-17

Nov-17
Dec-17

Mar-18
Sep-17

Feb-18
Jun-17

Oct-17

Jan-18

Apr-18
Apr 17

Jul-17
Risk Transferred Pledge Pledge Dos & Donts
Q1 Q2 Q3 Q4
Mitigated (3rd party Frequency Adoption Adoption
Risks)

2 3 0 0 0 0 0 0 0 1 9 1 4 0 3 2 3 1 0 1 2 2 0
0 0 M 8 8 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0
1 0 W 3 3 0 0 0 0 0
4 3 W 11 11 0 0 0 0 0
0 1 W 3 3 0 0 0 0 0
1 1 W 3 3 0 0 0 0 0
0 2 W 8 8 0 0 0 0 0
0 1 O 28 28 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
0 0 W 2 2
 % Adherence to the Contractual SLAs during

(SLAs meet/Total contractual SLA)*100

June-18

May-17
July-18
Aug-18

Nov-18

Aug-17

Nov-17
Dec-18

Mar-19
Sep-18

Sep-17
Feb-19

Jun-17
Oct-18

Jan-19

Oct-17
Apr 17

Jul-17
0 0 0 1 1 1 1 1 1 2 100 100 100 100 100 100 100 100
0 0 0 0 0 0 0 0 0 0 NA NA NA NA NA NA NA NA
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 NA NA NA NA NA NA NA NA
0 0 0 0 0
l SLAs during

l SLA)*100

June-18
May-18

July-18

Aug-18
Dec-17

Mar-18

Sep-18
Feb-18
Jan-18

Apr-18

Oct-18
100 100 100 100 100 100 100 100 100 100 100
NA NA NA NA NA NA NA NA NA NA NA
100 99.83 100 99.69 99.9 99.73 99
95 99.34 99.45 99.48 98.55 98.92 98
99.69 100 100 100 100 100 100
100 100 100 100 100 100 100
99.76 99.72 98.72 99.12 98.29 96.97 97
NA NA NA NA NA NA NA NA NA NA 98
NA NA NA NA NA NA NA NA NA
 Service Credit/Penalties Paid by TCS
in Million INR

May-17

May-18
Nov-18

Aug-17

Nov-17
Dec-18

Mar-19

Dec-17

Mar-18
Sep-17
Feb-19

Feb-18
Jun-17
Jan-19

Oct-17

Jan-18

Apr-18
Apr 17

Jul-17
100 100 100 100 100 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
100 100 100 100 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
99 99 99 99 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
98 98 98 98 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
100 100 100 100 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
100 100 100 100 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
97 97 97 97 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
97 98 98 98 NA NA NA NA NA NA NA NA NA NA NA NA NA NA
NA NA NA NA
 # Process Improvements Best practices deployed by the accounts
Initiatives which are driven by Mark Y if implemented
accounts teams through the Mark N if not implemented
various RiO Initiatives Mark W if deployment is in progress

100% High
Severity
June-18
July-18
Aug-18

Nov-18
Dec-18

Mar-19
Sep-18

Feb-19
Oct-18

Jan-19
RiO RAQ Visual Operations incidents
CSS BICM KM Maturity
workbench Assessment Demarcation Dashboard notification
through
alerts
NA NA NA NA NA NA NA NA NA NA 0 0 0 0 N N N N
NA NA NA NA NA NA NA NA NA NA 0 1 0 0 Y Y Y Y
NA NA NA NA NA NA NA NA NA NA 0 1 1 1 W N Y Y
NA NA NA NA NA NA NA NA NA NA 0 1 1 1 W N Y Y
NA NA NA NA NA NA NA NA NA NA 0 1 1 1 W N Y Y
NA NA NA NA NA NA NA NA NA NA 0 1 1 1 W N Y Y
NA NA NA NA NA NA NA NA NA NA 0 1 1 1 W N Y Y
NA NA NA NA NA NA NA NA NA NA 0 0 0 0 W N N Y
NA NA NA NA NA W
d by the accounts Emerging Best practices deployed by the acounts
emented (Mark Y if deployed
plemented Mark N if not deployed
nt is in progress Mark W if deployment work in progress )

Alerts for
Long
Automated On-Demand Auto-
running / Ticket Digital
ChatOps Major Incident Production update of
Delayed analytic Kanban
Management Access CMDB
start of
batches
N N N N N N N
Y Y N N N N N
N Y N N Y N N
N Y N N Y N N
N Y N N Y N N
N Y N N Y N N
N Y N N Y N N
Y Y N Y N N N
N
 Project Ids required here exactly
matching #of project Ids in col-D

800115152
800102160
800114009
800107865
800126968
800105867
800107868
800123799, 800134426
800051432
 Please fill all columns properl

Year Month Week Date Unit Name (FS/INS)

2018 Nov 4 19/10/2018 NGM India - MRCS

2018 Dec 4 24/12/2018
NGM India - MRCS

2019 Feb 3 13/02/2019 NGM India - MRCS

2019 March 1 09-03-2019 NGM India - MRCS

2019 March 1 18-03-2019 NGM India - MRCS

 Please fill all columns properly....No columns should be blank, all columns are mandatory for outages repo

Account Name Brief Outage Description of the Outage

Aditya Birla Group 10.1.81.11 Server is unreachable.

SP 2010 applications inaccessible / slow
Aditya Birla Group

Aditya Birla Group ABGOnstream inacessible from internet

Aditya Birla Group 10.1.81.11 server is in hung mode

Aditya Birla Group 10.1.81.11 server is in hung mode

olumns are mandatory for outages reporting

Business Impact Date When? Human Error? Issue due to other

(DD-MMM-YYYY) (Yes / No) vendors (Yes / No)

App services non functional 19/10/2018 No Yes

None 24/12/2018 No Yes

ABGOnstream inacessible
from internet 13/02/2019 No Yes

Server dependent activity like

Site collection backups
poornata sync services and
others were brought to hold 09-03-2019 No Yes

Server dependent activity like

Site collection backups
poornata sync services and
others were brought to hold 18-03-2019 No Yes
 Root Cause Description Root Cause Area Does the current RAQ address this risk?
If Yes,which section? If not,please
suggest any changes in the RAQ

Server Rebooted. NA -
Network slowness NA

Firewall issue reported. NA -

Server was in hung state affecting

services on server. NA -

Server was in hung state affecting

services on server. NA -
 Missed SLA (as specified in Penalty Paid / Not Paid Caused by Appl/
Contract/SoW) Amount Infra maintained
(If any) by TCS

No NA - Hardware
No NA - No

No NA - Network

No NA - Hardware

No NA - Hardware
 Preventive Actions Learnings from Outage

Update the server with latest patch.Update the server with latest patch.
Updated the customer network Updated the customer network vendor
vendor
 Please fill all columns properly....No columns should be blank, all column
outages reporting
Year Month Date Unit Name (FS/INS) Account Name
uld be blank, all columns are mandatory for
orting
Transition status

No transition account in unit