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SERVICE KICK-OFF

AMS_L2

• Service Overview

• Service Information

• Service Objective

• Service Capabilities

• Service KPI

• Service Operation• Service Org Chart (AMS and L2)

• Service Management

• Service Improvement

Agenda

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Service Information

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o Service Name: AMS_L2

o Service Rank: B

o Team size: 16-18 persons (Estimation)

o Billable: 192MM(Estimation)

o Group/Division: FSU3.DMS

o Service Duration: 16/Jan/15 – 31/Dec/15

o Service Manager: Truong Hoang Phuc

o Service Consultant :Tran Huu Canh/Nguyen Quang Hung

o Service Sponsor: Nguyen Tran Thanh Binh

o Quality Assurance:

o Nguyen Duc Viet Thanh

o Huynh Truc Ngan

Continue to provide and improve current services: Incident Management (technical support):

Restore normal service operation as quickly as possible in order to minimize the negative impact to business operations by supplying “Work around” solution (follow SLA and OLA)

Create FAQ to improve solution provided by L2 team, reduce escalated incident to L3 team (about 10%), especially for NAV 2013 and Siebel

Problem Management:

Prevent the (re)occurrence of incidents, problems and errors by identifying and applying permanent solutions to them

Apply Problem Management for all accounts

Change Management:

Involve in CAB meeting for solution advice

Verify package after deployment to avoid unexpected incident

Availability Management:

Apply for all account (24/7 if any) to ensure KPI

Access Management:

Create access database to ensure data integrity for customer

Service Objective

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Gain ISO 20k along with AMS team to go Global

Utilize resource for service transition: M1: Siebel and eMobiz solution

C4 ( Command Center lead by NghiaNHC)

MMI

IBTC

Expand domain to support beside DMS and Mobility: SAP retail, Non-DMS domain.

Service Objective (cont)

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Service Capabilities

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Support Rollout(Command

Center)

Technical Support Data Reconciliation System Availability

Management

Problem Management Access Management

KDC+BKD For only BKDCBP For eMobiz Mass RolloutPEP

M1

CCS

ULV(eMobiz)

C4

MMI

IBTC

DHG

TNG

Retired Current New

Service KPI for L2 Service

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Metrics UnitTarget

ActualUSL Average LSL

General Metrics

Effort Efficiency % 90 95 100 N/A

Response within SLA %100 100

100 N/A

Resolution within SLA %85 90

95 N/A

Customer Satisfaction Point 80 85 90 N/A

Process Compliance NC/OB90 95 100

N/A

L2 Support Metrics

First Time Resolution Rate %75 80 85

N/A

Service KPI for System

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Component Metrics Service Hour Actual Target Note

eMobiz

Application

eMobiz application

Availability 24x7 N/A 97%

This metric is only applied

for customers: M1, PEP,

CBP,KDC

Navision

Application

Navision Web

Service Availability24x7 N/A 97%

This metric is only applied

for CBP

EMS dashboard

report

EMS application

Availability24x7 N/A 97%

This metrics is applied for:

PEP, CBP

Service Operation-AMS Org Chart

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AMS HEAD

BinhNTT

SDM

HungNQ1/CanhTHL1 Team

ThinhTH

L2 Team

PhucTH1

L3 Team

LinhNN/KhoaTD1/LuonTT

Deployment Team

HungTK1

QA

HuyenNTN

Vice

CanhTH/HungNQ1

Service Operation-L2 Org Chart

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Service SponsorBinhNTT

L2 Supporters

Service ConsultantsCanhTH/HungNQ1

Service ManagerPhucTH1

QANganHT

ULVDuyNH4

PEPThaiNV1

KDCLocPD1

M1ToanTA1

CCSThaiDH2

CBPTuanDA16

Service Management

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Process Process Activity

Tool Frequency Responsible

IncidentManagement

TMS(Itop in future)

TL, L2 members

Review Incident Meeting Weekly L2 Manager, TL

Create Known-error Excel(Itop in future)

N/A TL, L2 supporters

Problem and Change Management

Jira L2 Manager, TL

Review Problem Meeting and email

Monthly Problem manager

Review test report after verifying

N/A TL,L2 Manager

Availability Management

Zabbix L2 members

Review and report system availability

Email Monthly L2 Manager

Access Management

Excel (Itop in future)

L2 Manager, TL

Review and update access right

Email Monthly L2 Manager, TL

Service Improvement

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Service Improvement Targets Service Improvement Actions

Improve Service Quality

• Get external CSS (IT, HO users) quarterly

• Get internal CSS (L1 and SDM) quarterly

• Review CSS and provide improvement action for customer complaint if any in milestone meeting

Reduce Manual Effort

• To form a team to develop tool in supporting:• Developers: NghiaNHC(Lead),

DuyNH4,ThaiNV1,ThaiDH2 and QuangDD5

• BA: PhucTH1,LocPD1

Service Improvement

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Service Improvement Targets Service Improvement Actions

Improve resource capability to take more accounts and go to

Global

• Form Training Team to create training plan, evaluation metrics• Coordinator: NganHT• Assistant:TienTM2,PhucTH1

• Develop a tool and a forum to manage and share knowledge:• Developers: development team• BA: NganHT, PhucTH1,LocPD1

• Define English KPI for L2 Team in S1-2015:• Team Leader: TOEIC 650-750• Member: TOEIC 550-650

• Enhance motivation:• Evaluate monthly for

penalty/reward• Define new rules in PBS for L2

team to emulate as playing a game

L2 Team-We are “Supermen”

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THANK YOU