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IBM Canada All Location Meeting

September 2015

2009 IBM Corporation

AGENDA

Account Achievements
Session - WTAAS CMR VIEW MOBILE APP
Presentation by Srikanta
Updates from PM's and DM's
New-Joinee Introduction
Location Updates
Birthdays

2009 IBM Corporation

Account Achievements
IBM Account Canada Sep 2015

Project Highlights
BMS Application- Canada has a local interface which process all the employee records as per the Canadian business rules to set them
appropriately in the PACT system. This interface processes records based on function code or division and the CR streamlined it to use only
division code in the logic. This provides a benefit of about CAD 2K each year by virtue of automation

Forex application Change implemented to include POs within respective orders. Possible savings of 2.9K projected

BPDB application-Release 11.1 - Incorporated Audit Reporting agents in the application to automatically generate daily/weekly audit reports.
Saves the Data Custodian an avg. of 6 hours/week and helps in better reporting/preparedness for audit.

WTAAS,MCO (Avinash) and MAGIC(under Guru) are selected for corporate audit (happening in Oct).

Productivity Efficiency/Improvements
$374 K of actual savings realized from Resource consolidation and Ticket productivity
Assessment Workshop (TPAW)

2009 IBM Corporation

Agile/Organization Initiatives & Givebacks

Starting mid July, all IBM Account Canada Projects have been on-boarded to Agile Wave 2 implementation and teams have been following KANBAN model
Teams will be working on continuous improvement through "Retropsectives" session and improved product backlog prioritization with the active involvement of
AO/PO

A second round of agile maturity assessment will be carried out in this month, with AS team/AO/PO, to ascertain the level of maturity each project has achieved on agile.

Two Agile coaches from IBM Account Canada. Coaching 6 applications

WTAAS TPAW initiative - WTAAS CMR Data View on mobile (POC is completed)

Preeti selected as India-South Asia lead for MCC (Millennial Corps)

Arka performing the CLP (Computer Literacy Program) as a co facilitator

Arka worked as a Mobile worklight Training SPOC from Kolkatta location.

2009 IBM Corporation

Client/Geo Appreciation

Appreciation from Canada BT/IT sponsor Lynda Harley and AS DPE Aslam Dean

Arunava Banerjee
"The IBM Account management team would like to thank you for your participation on the
STE Project. Being able to manage Permanent Resident employees through the Canada
systems/processes will allow IBM to increase customer satisfaction, minimize losing
valuable skills to the competition and be more competitive in the marketplace. You should
be proud that you were part of the team that made all this possible, Thanks for uniting to get
it done!"

2009 IBM Corporation

WTAAS CMR VIEW MOBILE APP

WTAAS CMR
WTAAS CMR Customer Master Record which is used to create and maintain
customer data, as part of order fulfillment system( creating data,placing orders,
shipping orders, invoice generation etc. )

WTAAS CMR Viewer Mobile App

It is a mobile app to view the Customer Master Records like customer name,
address,date of order placing and shipment to plant, status of orders placed etc.
The app is meant mainly for IBM users.

2009 IBM Corporation

WTAAS CMR VIEW MOBILE APP

Development Environment of App
WTAAS Customer Viewer is developed on IBM MobileFirst Platform which
connects to WTAAS DB2 Databases in the background to fetch the Customer
details with a unique customer id.

Benefits:

Independent of any tools

Non-transparent

Faster execution

Cost effective

User friendly

IGA Canada ALM

2009 IBM Corporation

IBM Global Business Services

Major Incident Process Management

&
QE Focus

Srikanta Nayak ---- 09/15/2015

2011 IBM Corporation

IBM Global Business Services

Agenda

What is a Major Incident ?

Best Practices to avoid Major Incidents and Quick recovery.
QE Focus
Summary
-

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Questions

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IBM Global Business Services

a major incident is a
highest-priority
incident in the
impact/urgency
Matrix

SLA parameters are

missed/ Huge
impact on
customers business
process.

a large number of
Service Desk calls,
customer impatience

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It affects a large
number of users,
Problem ongoing
with definite
Revenue loss

Examples : Delay to
batch/online, Cancelling
batch cycle. by passing
a job which send
important financial files
to down streams.

Copyright IBM Corporation 2013

IBM Global Business Services

`
If your business can suffer irreparable damage in minutes. The clock is
ticking, and how fast you communicate to your major incident
resolution team is everything.

AS support team must monitor the application batch cycle and online on a regular basis to ensure there is no
delay from the BAU. On Holidays and Weekends the Primary and Secondary support must mutually agreed to
check the system to see batch completed in time and online came up in time.

Incase there is a delay, support team should be engaged quickly to determine the root cause and fix the issue.

If it is determined the issue to a particular application is holding the downstream applications batch and/or
online , it is recommended to send a quick note to the group Id : IGA-Ind-Can, so that everyone will come to
know there is a Major issue to the system.

Srikanta Nayak and Chris Ledgard are the Major Incident focal point. Ensure that both of them are informed
incase there is a Major issue.

Incase an application needed to execute any AP request on production environment for a business need ,
Ensure that the request is being monitored till completion. Conduct reviews to identify improvements and
prevent similar incidents from reoccurrence.

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IBM Global Business Services

QE Focus

IBM earns a large percentage of quarterly revenue at the end of the quarter
Higher than normal volumes on critical systems.
IBM Account Canada 7 QE Critical applications

System availability and performance are critical

Prevent Outages - Maximize system availability and performance.
QE Checklist process - The CIO senior leadership considers the QE Checklist process a major initiative to prepare for the upcoming QE Close and
a driver of success during the QE Close period. Our role is key in that success.

Quarter Close Improvement Process Ongoing effort, reset quarterly

Analyze Quarter Close performance from prior quarters, drive improvements
Analyze RCAs and actions from prior outages, drive preventive actions to closure.

Restore Service - Minimize recovery time in the event of an outage.

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IBM Global Business Services

QE Preparation - Checklists Readiness

Many issues can be avoided by the preparation and checks prior to the reporting period. The checklist
should check and verify the application and process, the infrastructure and the environment where hosted.
-

The goal of the QE Checklist is that no preventable problems are encountered, such as password or certificate expirations, out of
space, spool file issues, human errors, etc.

You are encouraged to update the checklist in each quarter to quarter to fit your environment and the issues gathered from other areas.

Any preventable problems that occur will be highlighted and it will be expected to be part of the RCA process. Why the issue missed in
the checklist review ?

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IBM Global Business Services

Quarter End Problem Management

Standard problem management processes

-

It is recommended to open all issues as a Severity 1 to ensure support team get engaged accordingly

For any QE Application, it is expected that there will be no hesitation to bring in next level of support
and/or team leads to assist in resolving an issue
Do Not hesitate to escalate if problem determination is not progressing or there is a delay in response from support
teams
QE Major Incident process should be followed.
Incase of QE Major Issues the following people should be notified.
SO- Delivery SDM Cyndi Wilcox/ Venkata Kk Palli
AS SDM Chris Ledgard/ Srikanta Nayak
The AS SDM will send an email to all AS MVS teams (PM and Support), associated Application Owners (AOs), and
Bhaskar De (Bhaskar De/India/IBM) informing them of the problem, based on the contact information for the MVS
Applications in IMDB

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IBM Global Business Services

Daily Reporting

Requirement
-

Daily QE reporting to QE executives

It is encouraged to include the Problem description, Preliminary root cause ,How it was solved, Revenue loss, Potential for
reoccurrence and/or actions taken to prevent reoccurrence for any outage to the report.

Usage of lotus connections for the Daily reporting.

QE reporting helps to catch any of the issues out side the application which in turn causes an outage to the reporting application
and the preventive action can be taken for the reoccurrence by driving the RCA.

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IBM Global Business Services

Daily Reporting

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IBM Global Business Services

Summary
Major Incident Execution
-

Monitor the batches/ online on a regular basis.

Over react incase of a Major issue .

More focus on proper and quick communication.

Quarter End Execution

-

Participate in Daily Reporting activities

Be on call (24x7) to participate in case of incidents

Participate in problem resolving

Quarter End Finish

-

Perform RCAs

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IBM Global Business Services

Questions ?

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Updates from PMs and DMs

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IGA Canada ALM

2009 IBM Corporation

From Functional Manager Desk

Assignment/On-Off Boarding Records Keeping it Up-to-Date

PSDB (Canada Resource Management Tool)

WFM (CIO)

RTC (Assignment/On-Off boarding checklist)

On/Off Boarding Co-Ordinator

- Collects information from PMs on resource on/off boarding in wiki
- Sends welcome note to new resources & updates local distribution list

PM/Delegate in Project Team

- Creates Resource/Assignment Record in RTC for new resources
- Updates On/Off Boarding checklists in RTC
- Creates Tracker Request for Operations Team to update Geo Distribution List

Functional Manager
- Creates/Updates record in PSDB

Agile Transformation next steps

Have regular Retrospective sessions for further improvement
Involve AO/PO for Product Backlog Update & Work Items Prioritization
Measure improvements by coming up with proper Metrics & continuous
tracking

Upcoming Corporate Audits

New Joinees
Arjun Dhanasekar
Kolluru Rashmi
Uma M Maheswari

IGA Canada ALM

Location Updates

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IGA Canada ALM

2009 IBM Corporation

Spring Day Celebration @ Manyata

04/07/14August
16, 2012

IGA Canada ALM

2009 IBM Corporation

Birthdays
Bhaskar De
Vasanthi Buduvarthi
Priyanka Raghuvanshi
Mouparna Roy
Arjun Dhanasekar

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IGA Canada ALM

2009 IBM Corporation

Thank You!

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IGA Canada ALM

2009 IBM Corporation