SL Area Objective Expected Outcome

Automation of User creations,

Automate User and
provisioning, reset Passwords, unlock
1 Application user account
accounts and security configurations
management
for different user groups

Automate creation of ticket in ITSM

Automation of ticket tool if issue reported over mails,
2 KPI\SLA creation and first acknowledging to reporter and
response assignment of the ticket to relevant
support group.

Automation of Sanity Automation of Pre and Post

checks w.r.t. deployment sanity checks of the
3 Sanity Checks
maintainence application before and after any
Activities scheduled maintenance activity.

Automation Daily Automation of daily monitoring of

4 Health Checks Health check application services scheduled before
activities business hours
Automation of following SR's:

1. Manipulation of data as required

by the users in excel,PDF,Word
documents and addition/deletion
Automation of from application database on
5 Service Requests
Service requests multiple environments.

2. Import and export files from and to

the applications.

Automation of reporting statistics

Automation of Error
6 Application related to jobs, errors, exceptions,
Reporting
scheduled runs.

Automation of Software installations:

Automation of Installation of complex systems with
7 Application
installations interconnected constituents by the
most basic actions.

Automation of Automation of translating text of

8 Customer Success Translation for content sent by user to supported
Language Supported language.
Automation of Automation of monitoring of
Application
9 monitoring of microservices and reporting it to
Operation
microservices relevant stakeholders
Automation of first Automation of first level network
Application
10 level network troubleshooting and reporting it to
Operation
troubleshooting relevant stakeholders
 System administrator gets an
Automation of
automated alert if any of the
11 Service Desk Service desk activity
employee’s hard disk capacity goes
of internal IT team
more than 90% occupation.

Send SMS to the Support team

Escalation mobile numbers when an email wit
12 Customer Success
management Keyword Escalation, from a specific
id/set of ids are received.
Create a VM instance with specific
13 Infra Cloud infrastructure
configuration provided by the user

Automation of Automation of status reports/ticket

14 Service Requests
Service requests weekly report

Automation of Status Update ticket status to users when

15 Service Requests
updates of tickets enquired over email
 POC
Impacted Area Measurement
Name

Percentage of User
MTTR , Error management tickets and User
reduction, Man hour SR's to total number of Managem
reduction(Effort) tickets received in a ent
month

KPI\SLA(First
Jira ticket
response), Man hour SLA's are met
creation
reduction(Effort)

Sanity
UpTime Number of Deployments
Check

UpTime and Man hour Health

Daily Effort
reduction(Effort) Check

DB data
Percentage of SR's to entry
MTTR and Man hour
total number of tickets
reduction(Effort)
received in a month

Import
export

Man hour Reporting

Daily Effort
reduction(Effort) script

Man hour Installatio

NA
reduction(Effort) n

Man hour Translatio

Daily Effort
reduction(Effort) n

Man hour Microserv

Daily Effort
reduction(Effort) ices

L1
Man hour
Daily Effort troublesh
reduction(Effort)
ooting
 Man hour Hard disk
Daily Effort
reduction(Effort) capacity

KPI\SLA(First
response), Man hour SLA's are met SMS
reduction(Effort), Csat

Man hour
NA AWS VM
reduction(Effort)

Man hour Jira

NA
reduction(Effort) Report

Man hour Ticket

Daily Effort
reduction(Effort) Status