Your Career at SDD - GPS

2010 IBM Corporation

2 Process Document
SDD GPS A Business Overview
2
2010 IBM Corporation
SDD Fact File
o 68 clients (AG - 34 ,EMEA - 28
APAC - 5 IBM INTERNAL - 1)
across various sectors
o Ongoing engagements with many
Fortune 500 clients.
o ~ 956(AG) ~647(EMEA) ~325
(APAC ) & ~430(IBM Internal )
o Analysts working out of Hyderabad
Bangalore & Delhi.
o Witnessed over 100% growth


o Mindspace Delivery
center in Hyderabad

o Embassy Golf Link &
Manyata Delivery
Center in Bangalore

o Centers of excellence:
Building core
competencies through
a shared services
model
o BPMS Processes
o TSC TQT & SQT team supporting and
reviewing compliance posture
o GDF model in SDD
o OS / Office / Productivity/ E-mail
o Connectivity & Other Business
Applications
o Enterprise Mobility
o Business Application Monitoring
Hyderabad
Bangalore
o Communication
o Distribution
o Financial
o General Business
o Industrial
o Internal
o Public
L1
L1.5
CTS
IMAC
2010 IBM Corporation
Process working with an integrated approach across all
locations.
Bangalore
Hyderabad
2
1
2
International Airport
Number of centers within location
Technical Services Delivery
2010 IBM Corporation
5
Technology Coverage
OS
Office /
Productivity/
E-mail
Connectivity &
Other Business
Applications
Enterprise
Mobility
Windows XP, Windows Vista, Win 2K/NT, Linux.
Windows 7
Office 2003, Office 2007, Office 2010, Outlook, Lotus Notes
VPN, FTP apps,POS software, SAP, Siebel, Peoplesoft, CISCO IP, Firewalls,Blue
Pumpkin,Hyperion,Sharepoint, and other custom apps
Blackberry, Active Sync, iPad (BP)
Logical
ID/access
management
Mainframe (RACF/ACF2), Unix, Intel, AS400
2010 IBM Corporation
6 Process Document
Service Desk Delivery Overview
6
2010 IBM Corporation
7
IBM manages the lifecycle through the end user service
lines
Asset
Management
Application
Security & ID
Administration
Collaboration
Network /
Telephony
Remote
Access
Service
Desk
I
B
M
C
Deskside
Support
A
Service Components
EUS Service Lines:

CSC: Customer Service Centre
DCS: Distributed Client Services
SPMS: Software Platform Mgmt Services
End User Enablement
Build / Install / Move / Add / Change
Service Desk
IMAC Coordination
Centralized Technical Support
Data Migration
Image Management / Maintenance
Deployments / Rollouts
Deskside Support (Software Break/Fix)
Application Packaging
Software Distribution / Management
CTS
2010 IBM Corporation
Service Elements

Software Package
Management Services
(SPMS)

Service Management (Availability Service Leaders)
Account Management Team (Delivery Leaders / Client Service Leaders)



Level 1 Level 1.5 Other



Standard Image Support
Incident Management
Incident Management
Centralized Tech Team
(Remote Take Over)
Knowledge Database
Management
IMAC Coordination
Business Application Support
Subject Matter Expert
Team

Helpdesk Operations

2010 IBM Corporation
Employee
IVR
Quality
Resolver Group/Dealing
Group
Knowledge Base
Ticketing Tool
Service Desk.
Service Desk Environment
2010 IBM Corporation
U
S
E
R
C
O
N
T
A
C
T
S
H
E
L
P
D
E
S
K
Call Opening
Call SLAs
Critical Factors
Answer Call within
X secs
Abandon < X %
Escalation /
Dispatch
Knowledge
Base Look
up / Addition
Ticket
Closing With
User
Verification
Verification of:
User Details
Call Details
Create New
Contacts
FTF
Data
Collection &
Ticketing
Issue
Understanding
Verify Problem
Details
User entitlement
Problem
Resolution
Statusing/
Monitoring
User
Notification
Defect Measurement And
Control
Misrouted Escalations
Incomplete Documentation
Wrong Problem Identification
Insufficient Contact details
OPENING TICKETING ROFC ESCALATION / STATUSING CLOSING
FTF
Achieved Vs
Achievable
Use of knowledge
base
CSAT
Speed to answer
Speed of
Resolution
Analyst
Knowledge
Courteousness
NO
YES
L2, L3, Desk side,
or other Vendor
Support
U
S
E
R
C
O
N
T
A
C
T
S
H
E
L
P
D
E
S
K
Call Opening
Call SLAs
Critical Factors
Speed to answer
Abandon rate %
Escalation /
Dispatch
Knowledge
Base Look
up / Addition
Ticket
Closing With
User
Verification
Verification of:
User Details
Call Details
Create New
Contacts
First Call
Resolution
Data
Collection &
Ticketing
Issue
Understanding
Verify Problem
Details
User entitlement
Problem
Resolution
Statusing/
Monitoring
User
Notification
Defect Measurement And
Control
Misrouted Escalations
Incomplete Documentation
Wrong Problem Identification
Insufficient Contact details
OPENING TICKETING RESOLUTION ESCALATION / STATUSING CLOSING
FCR
Achieved Vs
Achievable
Use of knowledge
base
CSAT
Speed to answer
Speed of
Resolution
Analyst
Knowledge
Courteousness
NO
YES
L2, L3, Desk side,
or other Vendor
Support
Call Flow Process view
2010 IBM Corporation
11 Process Document
Your Career in SDD
11
2010 IBM Corporation
Interview and
Selection Process
On-Boarding
Induction:Your
IBM!
Communication
Training
Process Training Delivery
Performance
Management
Your Lifecycle in SDD
2010 IBM Corporation
Agent Shifts in SDD
Business Objectives are achieved (Service Level%, Abandoned%, CSAT, FCR,
Other targets)
Adequate number of agents are available for work
Shrinkage is maintained within targets
Meetings, trainings, huddles etc could be provided to all agents
Coverage throughout operating window of the account (24x7, 16x5)
- Need static work timings for the week
- Get preferred working shifts to
- Able to plan for vacations in advance
- Get breaks at appropriate time during
shift
- Provision for emergency leave
Employee Expectations
Management Expectations
Client Expectations
Contractual obligations (SLA/SLOs are met)
Cost effective model is used in the delivery model
Identify and manage Operational wastes like shrinkages/other
leakages
SHIFT DURATION
Standard agent shifts have been designed taking all the
requirements and expectations into consideration
Each agent shift is of 9 hours duration, out of which-
1 break of 30 minutes for meals (lunch/dinner)
2 breaks of 15 minutes for tea, coffee etc

SHIFT TIMINGS & WEEKLY OFFS
Are decided based on the geography of incoming work and
operating window of the account
- for AG accounts, most shifts are between 5pm & 6am IST
- for EMEA accounts, most shifts are between 11am and 9pm
IST
- for an ANZ accounts, most shifts are between 2am and 3pm
IST
Agents can request their managers on preferred shift timings;
if the required slot is available, it will be provided to the
employee
Normally all shifts are for 5 days working with 2 days of
weekly off
Weekly offs could be on any day of the week (including split
offs) based on business requirements

BREAKS
Usually breaks are provided every 2/3 hours during the shift,
e.g., if the shift timings are 9am to 6pm, breaks usually are
provided at 11am, 1:30pm, 3:30pm
However, breaks could get be delayed if there are any
contingencies like calls waiting in queue, urgent work to be
completed etc
Breaks could also be taken by the team management for
meetings, huddles, trainings during any available time in the
queue or at the start/ end of the shift

SHRINKAGES/LEAKAGES
Shrinkage is the measure of how much time is lost
in vacation, holidays, sick time, training and so on
Standard SDD Planned Shrinkage is 14.04%
Agents can contact their respective managers to plan
earned vacations, sick leaves etc
Expectations of different stakeholders are taken into
account while agreeing upon agent shift timings:
2010 IBM Corporation
14 Process Document
Career Framework at SDD GPS
14
2010 IBM Corporation
Level 1 Support
HELP
DESK
SUBJECT
MATTER
EXPERTS

Transitions Quality RROC Training
IMAC
Level 2 Support
USER
ADMIN
CTS
CALLS
E-MAILS
Team leads
Frontline
Management
SHARED SERVICES - the backbone of operations.
SHARED
SERVICES
SERVICE
DELIVERY
SHARED
SERVICES
SDD Career Path
2010 IBM Corporation
Various Roles in SDD
2010 IBM Corporation
17 Process Document
Questions?
Share your feedback about the entire
session.
Thank you
17