eso-enterprise services definition and concept of operations

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POLICYDefining the Overall Approach toward Meeting a Requirement

CSD-Enterprise Services Definition and Concept of OperationsDate Implemented: Dec. 26, 2007 Rev. # 7Date Revised: January 12, 2009 Suggestion or feedback ctrl + clickhereLocation(s) this applies to:Company-Wide

Process Owner (Department):Central Operations CSD-Enterprise

Audience:Operations, sales, engineering, product development and customer service staff

Definitions:DR Design Review (process/meeting)ICB Individual Case Basis

Other Documentation required or referenced:Sungard Managed Services GuideCSD-Enterprise Pods and Customer Assignments

Summary:This living document will be used to document Sungards CSD-Enterprise support, until the service is fully

productized. It does not contain information on other aspects of the offering from customer service orimplementation project management. It is focused on the central operations side of service delivery.

Purpose:To describe what CSD-Enterprise support is and how to engage the team.

Proprietary and Confidential. All rights reserved by SunGard

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Table of Contents


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I. Value Proposition

Avoid silos of technical support and act as a member of the customers IT team

Lower customer to engineer ratio, compared to shared operations, allow for a deep technicaknowledge of the customers environment and business needs

Fewer engineers working in the customers environment, providing an IT department-like interface tothe customer

Understand contracts, service agreements, SLAs and invoices

Coordinate and execute complicated multi-technology implementations, tasks and changes in onemultifunctional team

Regular customer facing technical reviews that include corporative capacity planning and consulting on bestpractices

Review major milestones, accomplishments and capacity planning

Deliver customer presentations that address areas of improvement and solutions to chronic problems

Service delivery that meets customized SLAs, flexible schedules and special managed technology needs

Accelerated lead-times for managed services tasks or implementations

Flexible, yet process focused staff Enhanced support of one-off technology that may fall outside the scope of the Sungard services guide

Assist sales in the development of customized solutions, SOWs and SLAs.

Customized procedures and documentation that augment Sungards ISO processes


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II. EnterpriseServicesTiers

Tier-1:Objective- Provide a cost effective way of delivering a higher level of service, without the labor costs of full CSD support

Service Delivery Structure: Central Operations - TAM with operational service delivery out of shared operations.

Customer Service SDM

Project Mgt. and Compliance - IPM


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Tier-2:Objective Nimble, pseudo-dedicated service delivery for customers who purchase a large quantity of multiple Sungard

managed services.Service Delivery Structure. Most of these managed services will be delivered out of the CSD-Enterprise group, the other

services will be delivered out of shared operations:

Central Operations - TAM with operational service delivery out Enterprise Services

Customer Service SDM

Project Mgt. and Compliance - IPM


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III. RecommendedEnterpriseSupport EntranceCriteria

Tier-1:

Sungard managed services using shared or dedicated equipment in the customer environment

Gross MRR of >=$50k largely consisting of managed services is recommended. Pricing and entrance approval must be reviewed and approved by Central Operations management.

Tier-2:

Dedicated equipment in the customer environment

Gross MRR of >=$100k largely consisting of managed services is recommended.

Enterprise Services delivers the majority of the customers managed services. Note - some miscellaneous

support will be delivered from shared operations, i.e. AS400 mgt, application management, etc

Pricing and entrance approval must be reviewed and approved by Central Operations management.

IV. CandidateCustomerEvaluationProcess


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V. OrganizationalStructure

GenericOrg Chart:

ExamplePodStructureand Staff Assignments

(example -drill down of the org):

Note The actual version is posted in the CSD-Enterprise group folder in Livelinks.

ExampleTier-1 (TAM support with services delivered out of shared operations)

Engineers TAM Customer

SharedOperations

Joe

Customer A

Customer B

Jeff

Customer C

Customer D

Customer E

Scott

Customer F


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etc..

etc..

ExampleTier-2 (TAM support with services delivered out of Enterprise Services)

Grp Pod Enterprise Engineers TAM Customer

Network

PodA Jeff

ScottFrank

Cust A

Cust B

Cust C

PodB David

Paul

Jim

MIchael

Cust E

Cust F

PodC

Etc.. Etc

PodD

PodE

PodF

Storage

PodA

2xStorageIEn

gineers

Etc.. Etc..

Etc..

PodB

PodC

Sy

stems

PodA

Etc Etc

P

odB

PodC


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VI. Staff Roles and Responsibilities

Note - Primary = OWNERSHIP of the task throughcompletion

Task Frequency Engineer TAM SDM Notes

Sales

Validate design as needed Assist AssistSales engineer owns this process udesign review or ICB

Provide sales with operational guidance as needed AssistPrimar

y

Ensure that sales understands thecustomer's history and needs as opknows them

Develop customized SLAs or SOWs as needed Assist Developed with management assis

Bill of materials development as needed Assist Assist Sales engineer owns this task

Implementation

Complete CDRs as needed Assist Assist Aid the customer in completing

Configure equipment-monitoring as needed PrimaryProject is led by implementation promanager (IPM)

Verify-Validate implementation as needed Primary AssistProcess varies by managed serviceensure IOC is ready to support

Develop customized processes as needed AssistPrimar

yi.e. - specialized processes to addreone-off managed service technolog

Change Management

Participate in weekly customer changemgt. meeting weekly

Primary

As scheduled and facilitated by theSungard SDM, high risk change mareviewed here

Single-Technology Review request ticket (CDR/standardforms) as needed Primary Per Sungard product process

Document technical detail in changeticket as needed Primary Per Sungard change management

Review of change risk and schedule as needed Primary

Ensure that all technical stakeholdereview, understand and approve cticket

Execute change as needed Primary Per Sungard change managementMulti-Technology or Cross-Functional Review request ticket (CDR/standardforms) as needed Primary Per Sungard product processDocument technical detail in changeticket as needed Primary Assist Per Sungard change management

Finalize change ticket (risk, details,schedule) as needed Secondary

Primary

Ensure the change plan is 100%complete and technical stakeholderapprove it.

Execute change as needed Primary Per Sungard change management

Request Management

Maintain ticket queue daily PrimaryReview customer tickets and work aprioritized


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Problem Management

RCOA development as needed AssistPrimar

y

Engineers contribute technical detatimeline. TAM pull it together into acoherent doc.

Resolve complex-chronic problems as needed AssistPrimar

y

Issues that span multiple Sungard gneed a central technical POC to driresolution

Event and Incident Management

Respond to alerts as needed Primary Escalations taken from the SungardRespond to declared problems oremergencies as needed Primary Assist

Escalations taken from the Sungardcustomer or other group

Develop customized processes as needed AssistPrimar

yie - specialized change managemeprocess or escalation process

Review critical/major tickets-alerts weeklyPrimar

y

Periodic review to look for trends orchronic conditions thru portal notificsubscription

Capacity and Availability

Management

Develop ad-hoc reports or assessments as needed AssistPrimar

yReports that address capacity issuechronic problems

Present reports to stakeholders as neededPrimar

yOnsite or via conference call (interncustomer facing)

Service Level Management

SLA compliance reporting monthly Are we meeting our contracted SLA

Develop agenda for QBR quarterly AssistPrimar

yAssist SDM with the development oagenda and gathering of reports

Other

Maintain vendor support agreements as neededPrimar

yFor customer dedicated, Sungardmanaged assets

Provide overall architecture-technicalleadership as needed

Primary

Provide multi-discipline, technicalleadership for the customer's enviro

Resolve usage based billing disputes as neededPrimar

yWith assistance from management SDM

Resolve SLA violation disputes as neededPrimar

yWith assistance from management SDM

Train and mentor new engineers as needed Assist AssistHelp get new staff up to speed oncustomer environments

Maintain diagrams and documentation quarterly AssistPrimar

yEnsure critical documentation is keto date

TAMResponsibilities(fromjob description):

Provide technical leadership for SunGards largest managed services customers. The TechnicaAccount Manager will be responsible for direct customer communication, working closely with internaSunGard teams, central operations, sales and product development.


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Maintain deep technical knowledge of multiple technologies within a customers environment. This may

include network, security, systems administration and storage management services.

Understanding of original and amended contracts, services agreement, roles & responsibilities, SLAs

and current invoices.

Assist sales in the development of cost effective, operationally supportable solutions that meet complex

customer requirements and SLAs. Process improvement initiatives tailored to improve customer satisfaction with managed services and

interaction with the Operations team.

Develop and deliver customer presentations that outline environment capacities and suggested courses

of action. Attend weekly customer meetings with Sungard project manager to address technical topicsUtilize the meetings with client as an opportunity to create an understanding by the client of SunGardsbusiness or operational plans.

Plan, document and identify risks and challenges for production changes that span multiple services or

technologies.

Aid Sungards sales and operations teams in the transition of customers through architectural design-implementation-steady state phases of the customer life cycle.

Coordinate and oversee the cross functional engineers. Provide clear technical documentation andwritten ISO9001 procedures to ensure other members of Central Operations can assist in monitoring,troubleshooting and changing complex customer environments.

Build and maintain relationships with key customers technical staff members and with internastakeholders from sales, customer service and field operations.

Assist Sungard management in developing customized SLAs and SOWs for one-off technologysolutions.

Assist in the development of reportable operational metrics within the Complex Services Delivery team.

Perform after-hours technical support as needed - Tier 3 escalation for advanced troubleshooting and

support for complex issues.

Travel to customer premise as needed.


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CSD-EnterpriseEngineerResponsibilities(fromjob description):

Develop and install cost effective, operationally supportable solutions that meet complex customer

requirements and SLAs.

Maintain deep technical knowledge of multiple technologies within a customers environment.

Provide direct operational support of SunGards largest managed services customers, maintaining

ownership and a deep technical knowledge. Deliver end of the road support for complex environments.

Provide clear technical documentation and written ISO9001 procedures to ensure other members ofCentral Operations can assist in monitoring, troubleshooting and changing complex customerenvironments.

Responsible for direct customer communication, working closely with other central operations technicalteams and customer service teams.

Build and maintain relationships with key customers technical staff members and with internastakeholders from customer service and field operations.

Provide technical assistance to all SunGard internal/external customers during environment outages.

Have a familiarity environment resources being utilized by SunGard customers. Use this information to

assist in resolving environment issues or trouble shooting impairments. Provide assistance/training and leadership to other engineers.

Perform weekly and monthly maintenance activity when required

Perform after-hours support as needed.

VII. SupportedSungardProductsManagedservicesdeliveredout of CSD-EnterpriseServices:

(as defined in the Sungard services guide)

ICBs (Individual Case Basis One off) Non-productized services or technologies. They are reviewedindividually.

Traditional DR w/ Managed Services

Managed Network-LAN-WAN Network Security

SAN-Disk

Tape Backup

Managed OS (all varieties)


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VIII. OperationalDetail

Customer+ CSDWorkflow:


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OperationalCoverage:

The following on-call coverage will apply to each technical group (Network / Systems / Storage) within Enterprise

Services.

Engineers within each pod cross-train each other and maintain operational ownership for the customers within the

pod. Additionally, they are responsible for ensuring the primary on-call engineer has the information necessary tohandle 90% of the escalations.

The primary on-call engineer will escalate to the secondary on-call engineer within each respective pod if they

cannot resolve an issue.

The primary on-call rotation moves between each engineer.


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Ticketingmanagement:

CSD supported customers have their tickets routed to CSD Remedy queues for the CTIs that aresupported by CSD. The spreadsheet used to manage these assignments are maintained here.

Using the Sungard portal ticket aging report, each CSD teams ticket queue is managed by their

respective manager. These aging reports should be reviewed at least twice per week.

IX. Notes and Limitations Monthly TAM support (per customer) is limited to a percentage of the total operational suppor

estimated for the managed services environment. The estimates for the amount of monthly TAMsupport per customer are documented and maintained here.

The CSD-Enterprise Services group often exceeds the standard lead-times and SLAs contained withinthe Sungard Managed Services Guide. These enhancements are not guaranteed unless they aredocumented in the customers contract.

X. Appendix

PreferredHardware/SoftwareConfigurationsfor ManagedServices

A CSD utility host is used for each customer location for enhanced service delivery.

CSD utility host design document (POL-CENOP-CSD_Utility_Server.doc)

CSD utility host bill of materials:

SYSTEMCOMPONENTS PowerEdge 1950 III Qty 1

Quad Core Intel Xeon E5405, 2x6MB Cache, 2.0GHz, 1333MHz FSB, NoOperating System

Unit Price $4,061.00

Save $1200 on select PowerEdge when priced $4,000 or above!Special offerView Details

-$1,200.00

Catalog Number: 4 BECWXK1

Module Description Show Details

PowerEdge 1950 IIIQuad Core Intel Xeon E5405, 2x6MB Cache, 2.0GHz,1333MHz FSB

Operating System No Operating System

Additional ProcessorsFree Upgrade! Quad Core Intel Xeon E5405, 2x6MBCache, 2.0GHz

Memory 8GB 667MHz (4x2GB), Dual Ranked DIMMs

Optional Feature Upgrades forIntegrated NIC Ports

LOM NICs are TOE Ready

PCI Riser Riser with 2 PCIe Slots


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Primary Hard Drive146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive,2.5-inch, Hot Plug

Primary ControllerFree! PERC6i SAS RAID Controller, 2x4 Connectors, Int,PCIe, 256MB Cache

Network Adapter Intel PRO 1000VT Quad Port Gigabit NIC, Copper, PCIe-4

CD/DVD Drive24X IDE CD-RW/DVD ROM Drive for PowerEdge Servers, AllOS

Bezel Rack Bezel

Backplane 1x4 Backplane for 2.5-inch Hard Drives

Documentation Electronic Documentation and OpenManage CD Kit

2nd Hard Drive146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive,2.5-inch, Hot Plug

Hard Drive Configuration Integrated SAS/SATA RAID 5, PERC 6/i Integrated

Chassis Configuration Rack Chassis w/Sliding Rapid/Versa Rails and CableManagement Arm,Universal

Hardware Support Services 3Yr BASIC SUPPORT: 5x10 HW-Only, 5x10 NBD Onsite

Installation Services No Installation Assessment

Power Supply Redundant Power Supply with Dual Cords

4th Hard Drive146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive,2.5-inch, Hot Plug

3rd Hard Drive146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive,2.5-inch, Hot Plug

TOTAL:$2,861.00

Total Price

Sub-total $2,861.00

Shipping & Handling1 --

Total Price2 --


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REVISION HISTORY

Revision Date Initiator Nature of Change

0 Dec 26,2007

rdarrow Initial Release

1 Feb 8,2008

rdarrow Major revision to the document. Detail added in every section

2 Mar 27,2008

rdarrow Rewrote the staff roles and resp. section; and added notes and limitations sectio

3 Apr 10,2008

rdarrowUpdated roles and responsibilities section (change mgt)

4 May 2,2008

rdarrowUpdated value proposition section

5 May 23,2008

rdarrow

Added preferred configuration section

6 Aug 14,2008

rdarrow

Added workflow and ticket queue mgt section.

7 Jan 12,2009

Jwright

Added link to POL-CENOP-CSD_Utility_Server.doc


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