Assessment Framework

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 Objective & Approach

Vision
Customer to get same experience across centers.

Objective
Achieve uniform service delivery across ServiceNXT
centers of GIS

Approach
Audit Process, Tools and Operations

Track wise ownership to drive actionable

Ensure compliance to the measurement criteria

Complete the first phase by Aug, 2014

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 Assessment - Tenets

Process

Tools

Standard Operating Procedures

Yearly Reporting
and Assessment Compliance and
Operation Efficiency Consistency

Automation Maturity

Security

People

Executive Dashboard

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 Process

Incident Management

Communication
Problem Management
Service Failure Analysis

Change Management

Major Incident Management

Service Request Management

Customer Complaint Management

Service Level Management

Availability Management

BCP/DR Process

Process
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 Tools

Monitoring Management

Wintel, AD, Exchange,

Unix, SQL, Oracle,
Switch, Router, Firewall,
Storage, Security,
Backup, Middleware

Event Management

Effectiveness of Event
Correlation

Effectiveness of Event
Monitoring

Tool - Software Release

Management (SDLC Process Audit)

Tools
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 Standard Operating Procedures

Transition/Onboarding Process

Shift Processes

Asset Standardization

OS Image

Asset Refresh

Sanitization Process

Governance/Review

Standard
Operating
Procedures
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 Operation Efficiency

Service Improvement Process

Continual Improvement
- Lean, Six Sigma

Operatio
n
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 Automation Maturity

Ensuring automation of identified

Domain wise L1/L2 tasks

Measure the Automation Coverage

Plan Vs Actual

Automatio
n Maturity
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 Security

Risk Management

Delivery Center Infra

(Sify) Data Center

Identity and Access Management

Certification (ISO 27000)

Security
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 People

People Onboarding Process

(Center & Customer)

People Planning

UCF Alignment/Training

Niche Skill Planning

Rotation Planning

Pre-panning/Skill Forecast

Attrition

Team Bonding/Motivation

People
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 Delivery Center Executive Dashboard

Center wise Reports

Productivity

SLA/Performance

Automation Maturity

Continual Improvement

People Effectiveness

Tower wise Reports

Productivity

SLA/Productivity

Automation Maturity Executive

Dashboar
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 Ownership & Next Steps

GIS Global Delivery & Mission

CTO Org Transformation Operations Quality

Suprio
Suprio Sengupta,
Sengupta, Suresh
Suresh Bala
Bala &
& Umesh
Umesh SSHH&& Shreeshan
Shreeshan
Ramkumar
Ramkumar Premchand
Premchand Mohan
Mohan Prakash
Prakash Srinivasan
Srinivasan Rangayan
Rangayan
Balasubramanian
Balasubramanian
&
& Rajesh
Rajesh Nampiar
Nampiar Conceptualization
Conceptualization Floor
Floor process,
process, Conduct
Conduct the
the
and
and consultation
consultation Operation
Operation process
process audit
audit
Facilitate
Facilitate and
and drive
drive Efficiency,
Efficiency,
the compliance
the compliance Security,
Security, People
People &
&
Process
Process

Provide
Provide customer
customer
information
information and
and
enable
enable audit.
audit.

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 Assessment Schedule Tentative Plan
Phase 1 India Delivery Centers

ServiceNXT ServiceNXT Assessment Dates Assessment Cycle

Location Center
Bangalore BDC 1st Aug 11th Aug First Assessment

Chennai CDC 12th Aug 21st Aug First Assessment

Pune PDC 22nd Aug 1st Sep First Assessment

Hyderabad HDC 2nd Sep 10th Sep First Assessment

Mysore GSMC 11th Sep 21st Sep First Assessment

All 5 Centers ALL 22nd Sep 30th Sep Buffer for overlap(if any)

NC Closure and Re-Assessment of above centers -13th Oct to 31st Oct

Phase 2 - IFOX Centers Assessment 1st Oct to 10th Oct

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