thomas rowan runbook sample1

Updated 11/20/07 | VERSION 1.7 ∙ FINAL

Information Technology System

R U N B O O K

Performance Management 10.1

Project Number Production Installation Date 484760 12/10/07

Business Line Most Current Runbook Update Call Center 11/20/07

Business Line Contact Total System Users Jane Smith Approximately 5,000

System Owner Primary Application Name(s) John Smith Performance Management

DO NOT EDIT - PROPERTY OF THOMAS ROWAN

Information Technology System Runbook


Proprietary and Confidential Last Revised on 11/20/07

VERSION 1.7 ∙ FINAL

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Contents Change Control and Version History ...................................................................................................................................... 3 System Overview and Highlights ........................................................................................................................................... 4 Project Resources ............................................................................................................................................................... 5 Support Hierarchy............................................................................................................................................................... 6 Support Hierarchy Diagram.............................................................................................................................................. 7

Server Information.............................................................................................................................................................. 8 Non-Standard Server Software ......................................................................................................................................... 9 Non-Standard Server Software ......................................................................................................................................... 9 Non-Standard Server Maintenance.................................................................................................................................. 10

Desktop Information.......................................................................................................................................................... 10 Client-side Hardware..................................................................................................................................................... 10 Client-side Software...................................................................................................................................................... 10

Service Accounts............................................................................................................................................................... 11 Data Management............................................................................................................................................................. 12 Database Information.................................................................................................................................................... 12 Database Maintenance................................................................................................................................................... 12

System Interfaces and Misc. Technical Information ............................................................................................................... 13 Scheduled Jobs............................................................................................................................................................. 13

References ....................................................................................................................................................................... 15 Review and Signoff............................................................................................................................................................ 16






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Change Control and Version History Owner: Thomas Rowan Tracks application changes and Runbook version history. Version Date Requestor PACS # Description 1.0 9/27/07 Thomas Rowan 484760 Initial Draft 1.1 9/28/07 Thomas Rowan 484760 Formatting Changes; Server Information Added 1.2 10/1/07 Thomas Rowan 484760 Data Management Information Added; Avaya Script Data Added 1.3 10/10/07 Thomas Rowan 484760 Production URL Added 1.4 10/20/07 Thomas Rowan 484760 Support Hierarchy Diagram Added 1.5 11/9/07 Thomas Rowan 484760 Information Confirmed; System Overview Added; READY TO APPROVE 1.6 11/15/07 Thomas Rowan 484760 Removed hyperlinks; Updated Qualys Scan Report; Updated Server

Purposes and Locations; Updated Review and Signoff Section 1.7 11/20/07 Thomas Rowan 484760 Updated server information






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System Overview and Highlights Performance Management 10.1 is a tool for monitoring and analyzing employee productivity and utilization in the Call Center. Performance management functionality is divided between two applications:

1. Web application Used by administrators, supervisors, team leaders, and employees to view and/or edit performance data.

The functionality of the Web application is divided into the following modules:

• Performance Analytics Displays performance data and reports, and enables the update of team and personal activity logs.

• Workload Analytics

Facilitates workload management and trend analysis.

• Contact Center Analytics Provides specialized monitoring of call handling performance in the Call Center.

2. Administration Tool

A desktop application used only by Administrators to configure and maintain employees, teams, roles, activities and skills sets.

The functionalities available to a user depend on the type of user, as follows:

• Administrator An Administrator is responsible for configuring users and their rights in the Administration Tool. An Administrator can also view and edit performance information in the Web application, if required.

• Supervisor

A Supervisor is responsible for reviewing performance information for all teams reporting to them. That includes Performance Reports, Dashboards, Interval Monitoring and Workload Analytics modules.

• Team Leader

A Team Leader is a manager that is responsible for edits to team activity logs and generating and reviewing reports for coaching and management needs. Reporting utilization in this group includes Performance Reports, Dashboards, Interval Monitoring and Workload Analytics modules.

• Employee

Employees can view and input their own performance information in the Web application utilizing the Agent IMT and Activities Log functionality of the Call Center Analytics module.

The ability to view and edit data depends on the user type. Administrators and Team Leaders have access to all parts of the Web application. Supervisors have access to Performance Analytics without the activity. Employees can access only their own Personal Activity Logs, and Agent IMT. Administrators have access to all components of the application as well as the Admin Tool. Supervisors and Team Leaders have access to all functions with the exception of Agent IMT and Personal Activity Logs. Agents have access to only these two functions.






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Project Resources Owner: John Smith Please do not contact the project resources listed below for support services. Please refer to 'Support Resources' section for routing and escalation procedures. Role Name, Company Phone E-mail Address, Web Site Project Manager Jane Smith, Call Center 555-555-5555 [email protected] Business Line Jane Smith, Call Center 555-555-5555 [email protected] Business Line Manager Jane Smith, Call Center 555-555-5555 [email protected] Business Liaison Jane Smith, Call Center 555-555-5555 [email protected] Servers Built By Jane Smith, Call Center 555-555-5555 [email protected] Technical Lead Jane Smith, Call Center 555-555-5555 [email protected] System Architects Jane Smith, Call Center 555-555-5555 [email protected] Vendor Representative Jane Smith, Call Center 555-555-5555 [email protected] Data Integration Specialist Jane Smith, Call Center 555-555-5555 [email protected]






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Support Hierarchy Owner: Call Center Operations Tier I Support First point of contact for a user to report an issue with the system/application. Tier I support group attempts to resolve the issue; if resolution is unattainable the case is routed to the Tier II group. Role Division or Company URL/Clarify Queue Help Desk Call Center Operations

Call Center Operations will manage Tier I support of both the database and application.

CC - Call Center Prod

Tier II Support Attempts resolution of issues routed down from Tier I. If resolution is unattainable the case is routed to the Tier III group. Role Division or Company URL/Clarify Queue Database Call Center Operations CC - Call Center Prod Server WinTel Server Team

Standard WinTel server support.

CC - Server Team

Tier III Support Attempts resolution of issues routed down from Tier II (if necessary). If resolution is unattainable the case is routed to Tier IV. Role Division or Company URL/Clarify Queue Application Call Center Operations CC - Call Center Prod Database Call Center Operations CC - Call Center Prod ETL ETL Team CC – ETL Support Information Security InfoSec Engineering CC – InfoSec

http://intranetapps/infosecurity/who.asp Network Enterprise Network Services CC – Datacomm ENS

Backup Legato Support CC – MIDRANGE SYS Tier IV Support Attempts resolution of issues routed down from Tier III (if necessary). Final resolution of any unresolved issues. Role Division or Company Phone Additional Information Application Performance Management 1-800-555-5555

Coverage Hours • 5 x 9 (excluding

holidays) Phone Response Time • Severity 1: 2 hours • Severity 2: 4 hours • Severity 3: 8 hours

The following information is needed to open a trouble ticket: • Technician name, contact name,

phone number, cell number, e-mail address

• Site location • Licensed product version • Detailed problem description • Events leading to problem • Any configuration changes that were

made to the application or any integrated pieces of equipment.


http://intranetapps/infosecurity/who.asp





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Support Hierarchy Diagram

See PM_Support_Hierarchy.vsd for Visio diagram.






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Server Information Owner: John Smith, WinTel Services This section contains all information regarding the application’s servers. Server Name

Server Function and Location

IP Address and RIB IP Address

Server Hardware/Software File Attachment

Shared Server?

WAPPRIB00001212 LTA Ticket #: 13460984-0918

Prod Application Server EPOC; BS:11

IP Address – 10.11.127.74 RIB DNS Entry - RAPPRIB00001212 RIB IP Address – 10.11.33.6

SMS Report WAPPRIB00001212.mht

No

WSQLRIB00001141 LTA Ticket #: 13460984-0918

Prod SQL Server EPOC; BS:12

IP Address – 10.11.127.75 RIB DNS Entry – RSQLRIB00001141 RIB IP Address – 10.11.33.7

SMS Report WSQLRIB00001141.mht

No

WAPPMAB00035Q13 LTA Ticket #: 13460984-0918

QA Application Server Medford, 1 Cabot;

Row 30 Rack 99

IP Address – 10.31.50.43 RIB DNS Entry – RAPPMAB00035Q13

RIB IP Address – 10.31.60.43

SMS Report WAPPMAB00035Q13.mht

No

WSQLMAB00035Q07 LTA Ticket #: 13460984-0918

QA SQL Server Medford, 1 Cabot; Row 30 Rack 100

IP Address – 10.31.50.42 RIB DNS Entry – RSQLMAB00035Q07 RIB IP Address – 10.31.60.42

SMS Report WSQLMAB00035Q07.mht

No

WAPPRIB00001S08 LTA Ticket #: 13460984-0918

SIT Application Server EPOC VM QA Lab

IP Address – 10.1.226.74 RIB DNS Entry – N/A *No RIB, VM OK RIB IP Address – N/A

SMS Report WAPPRIB00001S08.mht

No

WSQLRIB00001S07 LTA Ticket #: 13460984-0918

SIT SQL Server EPOC VM QA Lab


SMS Report WSQLRIB00001S07.mht

No

WAPPRIB00001D20 LTA Ticket #: 13460984-0918

DEV Application Server EPOC VM QA Lab


SMS Report WAPPRIB00001D20.mht

No

WSQLRIB00001D17 LTA Ticket #: 13460984-0918

SIT SQL Server EPOC VM QA Lab


SMS Report WSQLRIB00001D17.mht

No






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Hot Topics/System Highlights N/A Non-Standard Security Patches Non-standard items are those not documented as required in the server build, security or maintenance standard documents.

N/A

Non-Standard Registry/Configuration Settings Non-standard items are those not documented as required in the server build, security or maintenance standard documents.

N/A

Server File Transfer Information Server Build Doc Versions Windows 2003 Server Build Doc v2.0.5, Server Security Doc v1.2 UNIX Scripts N/A

Non-Standard Server Software

Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Software Server Running Microsoft SQL Server 2005 Standard Edition WSQLRIB00001141

WSQLMAB00035Q07 WSQLRIB00001S07 WSQLRIB00001D17

Yes

IIS WAPPRIB00001212

WAPPMAB00035Q13 WAPPRIB00001D20 WAPPRIB00001S08

Yes

Non-Standard Server Software

Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Software Server Running Microsoft SQL Server 2005 Standard Edition WSQLRIB00001141

WSQLMAB00035Q07 WSQLRIB00001S07 WSQLRIB00001D17

Yes

IIS WAPPRIB00001212

WAPPMAB00035Q13 WAPPRIB00001D20 WAPPRIB00001S08

Yes






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Non-Standard Server Maintenance

Non-standard items are those not documented as required in the server build, security or maintenance standard documents. Function Server Execution Reboot Dedicated Workstation for Avaya Scripts N/A – Desktop Automatic

Desktop Information

Client-side Hardware

This section contains information on any non-standard desktop hardware. Hardware Purpose Software CMS Interface Specifications: Intel Pentium 4 2.80 GHz 504 MB RAM Intel Graphics Media Accelerator

A dedicated workstation is necessary to execute Avaya scripts.

Avaya CenterVu 9.0 CMS Supervisor 13.0

Client-side Software

This section describes all client-side software necessary to access the application. Web-based Application Information Desktop Admin Tool Software Requirements

• Windows 2000 Professional or XP Professional with latest Service Packs • .NET Framework v1.1 • MDAC 2.6 or later • Internet Explorer 5.0 or later

Production URL http://WSQLRIB00001141/PM

URL will be added to user’s Favorites in Internet Explorer through a GPO update.

Password Controls The application does not require a password. Installation Instructions The application is web-based however administrator functions are performed through a

local desktop application. See _ADMIN_TOOL.doc


http://wsqlrib00001141/VerintPM





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Service Accounts Owner: Bryan Roy The application uses two service accounts to access multiple databases. Service Account Servers (with Read Access) or Application Database Name SVC_CD_PMVW WSQLRIB00001045 CallObs WSQLRIB00001045 ComplaintReport WSQLRIB00001045 EmailTrackingDB WSQLRIB00001102 FulfillmentRequests WSQLRIB00001045 ICRIssues WSQLRIB00002002 TCS \\WSQLRIB00001D17\VPMDatafeeds Ultimus Eworkflow \\WSQLRIB00001D17\VPMDatafeeds Ultimus Inbox SVC_CD_PM Avaya CMS N/A Generic IDs are used to access Avaya CMS on the CMS

Interface Desktop: Asheville/Bartlesville CITVerin

Bogalusa CITIVENT Rhode Island/Pennsylvania 2






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Data Management Owner: John Smith

Database Information

Owner: Data Management Engineer This section contains information about the databases associated with the system. Hot Topics/System Highlights N/A Database Backup Model Legato Required Database Logins Yes, Service Account Initial Performance Trace N/A SysAdmin-level Access Yes, RDS Admins

Patches and Service Packs Applied Yes Specific Tuning Parameters Applied N/A Encryption Information N/A Replication Information N/A Archives/Purges Information Data is purged after 13 months

Database Maintenance

Owner: Data Management Engineer This section contains procedures for regular database maintenance functions, database maintenance down times, database updates, etc. ► There is no non-standard database maintenance functions, down times, updates, etc. to document.

Note: Database schema is located on the Data Management web site. The site can be accessed at http://intranetapps/DataMGT/MainPage.asp.


http://intranetapps/DataMGT/MainPage.asp





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System Interfaces and Misc. Technical Information Owner: John Smith System Interfaces • Avaya

• TCS • Call Obs • Complaint Tracker • Fee Rebate • ICR Call Tracker • E-Mail Tracking • Ultimus

File Transfer Details N/A Vendor Dial-in Ability and VPN Access N/A Access Control Lists for Application Yes, included as part of the application. Data Communications N/A Related Mainframe Jobs N/A

Scheduled Jobs

Owner: Call Center – Call Center Scripts are scheduled to execute between 5 AM and 7 AM daily. The scripts are run on the CMS Interface Desktop through Avaya CenterVu 9.0 and CMS Supervisor 13.0 to produce a flat file that is “fed” into the Performance Management 10.1 application. A high-level diagram of the process is below.

Job Name Description Timeframe Job File Name Service Account/

CMS ID Avaya - Pittsburgh Agent IMT Feed

Feeds the following into the application: Date; Time (interval); Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; "Other" Time; Redirect No Answer; Aux Time; Aux

5 AM–7 AM DAILY

Pittsburgh Agent IMT Feed.txt

SVC_CD_PM/ 01

Avaya - Pittsburgh IMT Feed Feeds the following into the application:

Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

5 AM–7 AM DAILY

Pittsburgh IMT Feed.txt

SVC_CD_PM/ 01






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Scheduled Jobs (con’t)

Job Name Description Timeframe Job File Name Service Account/ CMS ID

Avaya - Pittsburgh Production Feed

Feeds the following into the application: Date; Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; Other Time; AUX Time; Aux

5 AM–7 AM DAILY

Pittsburgh Production Feed.txt

SVC_CD_PM/ 01

Avaya - Rhode Island Agent IMT Feed

Feeds the following into the application: Date; Time (interval); Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; "Other" Time; Redirect No Answer; Aux Time; Aux

5 AM–7 AM DAILY

Rhode Island Agent IMT Feed.txt

SVC_CD_PM/ 01

Avaya - Rhode Island IMT Feed

Feeds the following into the application: Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls; Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

5 AM–7 AM DAILY

Rhode Island IMT Feed.txt

SVC_CD_PM/ 01

Avaya - Rhode Island Production Feed

Feeds the following into the application: Date; Login ID; Split/Skill; ACD Calls; Staffed Time; ACD Time; Hold Time; ACW Time; Avail Time; Other Time; AUX Time; Aux

5 AM–7 AM DAILY

Rhode Island Production Feed.txt

SVC_CD_PM/ 01

Avaya - Bogalusa IMT Feed Feeds the following into the application:

Date; Time (interval); Split; ASA; Aban Time; ACD Calls; ACD Time; ACW Time; Hold Time; Handle Time; Aban Calls; Max Delay; Flow In; Flow Out; Ext Out Calls; Ext Out Time; Dequeued Calls;

Dequeued Time; % AUX Time; % Answered; Average Pos Staffed; Calls per Pos; % w/in Service Lev; Aban %; Calls Offered; Staff Time; Aux Time

5 AM–7 AM DAILY

Bogalusa IMT Feed.txt

SVC_CD_PM/ CITIVENT

Avaya - Asheville IMT Feed Feeds the following into the application:


5 AM–7 AM DAILY

Asheville IMT Feed.txt

SVC_CD_PM/ CITVerin

Avaya - Bartlesville IMT Feed Feeds the following into the application:


5 AM–7 AM DAILY

Bartlesville IMT Feed.txt

SVC_CD_PM/ CITVerin






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References Owner: John Smith Project References Reference Filename/URL PACS Request http://pacs/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=484760 Configuration References Reference Filename/URL Build Document – WinTel Server

Windows 2003 Server Build Doc v2.0.5

Build Document – UNIX Server

N/A

CIM Reports N/A – See SMS Reports. UNIX System Report N/A Database Schema http://intranetapps/DataMGT/MainPage.asp Support References Reference Filename/URL

Siemens Application Add Form

_RoutingKnowledgebase.doc

Siemens Routing and Knowledgebase Form

_Siemens Application Add Form.xls

System Recovery Form _System Recovery Form.doc Desktop Installation Instructions

• The application is web-based and desktop installation is not applicable. • Administrator Tool is an application locally installed on designated desktops. See

_ADMIN_TOOL.doc for installation instructions. Other Relevant Systems CMS Interface System User Manual http://WSQLRIB00001141/PMHelp Vendor Support Contract/Service Level Agreement (SLA)

Refer to MSA Document for further support/SLA information.

Information Security References Reference Filename/URL ESM Reports PACS 484760 global security 110807.mht

PACS 484760 windows 2003 baseline 110807.mht PACS 484760 windows 2003 patch 110807.mht

Qualys Scan Report PACS 484760 qualys 102607.mht Penetration Test Report Results

N/A

Security Scan Exceptions N/A


http://pacs/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=484760

http://intranetapps/DataMGT/MainPage.asp

http://wsqlrib00001141/VerintPMHelp





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Review and Signoff Owner: John Smith

Area of Interest Individual(s) Purpose Response

Application Integration John Doe Approve Approved 11/10/07

Application Support John Doe Approve Approved 11/10/07

Business Continuity John Doe Approve Approved 11/10/07

Data Management Team John Doe Approve Approved 11/10/07

Desktop Infrastructure John Doe Approve Approved 11/10/07

Desktop Support John Doe Approve Approved 11/10/07

ETL John Doe Approve Approved 11/10/07

Helpdesk (Siemens) John Doe Approve Approved 11/10/07

Information Security† John Doe Approve Approved 11/10/07

OCI Manager (Siemens) John Doe Approve Approved 11/10/07

Online Banking John Doe Approve Approved 11/10/07

Server Support John Doe Approve Approved 11/10/07

UNIX Services* John Doe Approve Approved 11/10/07

WebSphere John Doe Approve Approved 11/10/07

Application Support John Doe Review N/A

Business Continuity John Doe Review N/A



Online Banking John Doe Review N/A

Risk Management John Doe Review N/A

Server Support John Doe Review N/A

Technology Service Center John Doe Review N/A

Production Readiness John Doe Review N/A

Problem Management John Doe Review N/A


thomas rowan runbook sample1

Documents

bartlesville imt feed

asheville imt feed

pittsburgh imt feed

pittsburgh production feed

personal activity logs

maintenance standard documents

call center operations

cms interface desktop