service manager engagement wiki
TRANSCRIPT
Service Manager Engagement Wiki
Introduction
This document will outline the scenario’s that require engagement of SO FTE Leads and Service Managers. This is a beta effort and is limited to very specific criteria. The goal is to increase awareness of impacting issues affecting HVBS applications; not the use of Service Management as a remediation tool.
Audience
This process is intended for SO FTE Leads & Service Managers through the FY14 Holiday Season.
Engagement Criteria for Service Managers
I. Application Impacted is an HVBS (see list below)
II. This is a P1 issue with a bridge ongoing (This does not include P1S2’s)o This does not include P1S2’s unless there is a specific ask for a Service Manager
III. Issue matches one of the below categories:o Site/Application Down o Site/Application latency or availability impactedo Launch Impacting Evento Multiple Partners reporting same/similar issue
IV. Any Change Request that results in unplanned downtime to an HVBS
Engagement Points
At the prescribed points during the bridge, the engagements should occur as below. The agent making contact should note the format below for updating the Service Manager on the current status of the issue.
An issue has been detected with <application name>. At this time we believe the issue is <issue description> resulting in <approximate impact> to <value stream(s) impacted>. We are working with <SE/partner/internal team> to resolve
the issue and are currently <next step on bridge>.
Note: SM are not required to join the bridge; these engagements are intended to provide enough information to determine if their assistance might be beneficial on the call
Contact Matrix for Engagement Points
Engagement Point Resource Contact Info
Initial Engagement
Application SE (if required) Application List (SE list)
Partner (if required) Varies
MIM (if applicable) MIM Hotline
30 minutes have passed on the bridge FTE SO Lead
DSC - Howard Robinson [email protected]
(206) 659-5651
EP - Sunil Chakravarthi Sathyavolu [email protected]
+91 (889) 756 6667
MSC - Santosh Kumbhar [email protected]
+91 (879) 090 236960 Minutes have passed
on the bridgeService Manager DSC – Jeffrey Ginsberg
[email protected] Home (425) 836-8864Mobile (425)894-5068
EP - Giridharan Vivek Kandadai [email protected]
Mobile (425) 623-0140
MSC - Madhu [email protected]
Mobile (425) 956-4689
List of HVBS Applications
Application NameValue Stream(s) Possibly
Impacted Portfo
lio
360 Customer View
Provision Service Contract - Direct DSCProvision Service Contract -
Enterprise DSCProvision Service Contract - Retail DSC
APOC Oper Deliver Stocked Product MSCAutomated Price
Protection Deliver Stocked Product MSCAzure CDN Deliver Digital Bits DSC
Channel Inclusion Services
Deliver Digital Bits DSCDeliver Fulfillment Link (URL) DSC
Deliver Token (PIN or Key) DSCExchange Claim Proof DSCPresent Claim Proof DSC
Validate Consumer Eligibility DSC
CIS Link Generation Services
Deliver Digital Bits DSCDeliver Fulfillment Link (URL) DSC
Exchange Claim Proof DSCCorporate Key Inventory (CKI) Make-To-Stock MSC
E&D Biztalk HUB
Deliver Stocked Product MSCMake-To-Stock MSC
Provision Service Contract - Direct DSCProvision Service Contract -
Enterprise DSCProvision Service Contract - Retail DSC
Return Excess Product DSCReturn Non-Functional Product DSC
EDI Price List App Deliver Stocked Product MSCFreight Cost
Validation Tool Deliver Stocked Product MSCGlobal Returns Tool Return Excess Product DSCGlobal Returns Tool Return Non-Functional Product DSC
Invoice Batch Deliver Stocked Product MSCLetterbox Deliver Stocked Product MSC
Live Offer Evolution - Account Management
Deliver Stocked Product MSCDeliver Stocked Product MSC
Load Plan Creation Tool Deliver Stocked Product MSC
Microsoft Partner Connect Deliver Stocked Product MSCMOVE Deliver Stocked Product MSC
MS Store - Cart Processing
Deliver Stocked Product MSCDeliver Fulfillment Link (URL) DSC
Deliver Token (PIN or Key) DSCOnline Store Fulfillment DSC
Online Store Order DSCTrigger Service Conversion DSCTrigger Service Extension DSC
MSOper EOC Deliver Stocked Product MSC
MSOperWebDeliver Stocked Product MSCReturn Excess Product DSC
Return Non-Functional Product DSCNEON - TCS (AGRA) Make-To-Stock MSC
NEON - TCS (Surface) Make-To-Stock MSCNEON - TCS (XBOX) Make-To-Stock MSC
Offer ManagementValidate Product / Service
Eligibility DSCOrder Query Tool Deliver Stocked Product MSC
POSA DirectExchange Claim Proof DSC
Set Token Status DSC
POSA Redemption
Deliver Digital Bits DSCDeliver Fulfillment Link (URL) DSC
Deliver Token (PIN or Key) DSCExchange Claim Proof DSCPresent Claim Proof DSCSet Service Status DSC
Trigger Service Conversion DSCTrigger Service Extension DSC
Validate Consumer Eligibility DSCValidate Product / Service
Eligibility DSCPrice Differential
Report Deliver Stocked Product MSC
Provisioning Service
Provision Service Contract - Direct DSCProvision Service Contract -
Enterprise DSCProvision Service Contract - Retail DSC
Revenue Recognition Deliver Stocked Product MSC
Reverse Logistics
Deliver Stocked Product MSCMake-To-Stock MSC
Provision Service Contract - Direct DSCProvision Service Contract -
Enterprise DSCProvision Service Contract - Retail DSC
Return Excess Product DSCReturn Non-Functional Product DSC
SOP Core Services
Provision Service Contract - Direct DSCProvision Service Contract - Direct DSC
Provision Service Contract - Enterprise DSC
Provision Service Contract - Enterprise DSC
Provision Service Contract - Retail DSCProvision Service Contract - Retail DSCProvision Service Contract - Retail DSC
Stock Balancing Report (SBR) Deliver Stocked Product MSC
Store.com AOC Integration
Online Store Fulfillment DSCOnline Store Order DSC
Token Supply Chain
Deliver Digital Bits DSCDeliver Token (PIN or Key) DSC
Set Service Status DSCSet Token Status DSC
Validate Product / Service Eligibility DSC
Xbox Online Repair and Fulfillment
Solution for Agents Return Non-Functional Product DSCXbox Online Repair
Solution for Consumers Return Non-Functional Product DSC
XDP Deliver Token (PIN or Key) DSC
XreturnsReturn Excess Product DSC
Return Non-Functional Product DSC
XRRDeliver Stocked Product MSC
Return Non-Functional Product DSC