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Qantas and TCS Confidential
Cross-functional Processes
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Qantas and TCS Confidential
Cross-Functional Processes Framework
Release Management
Change Management
Configuration Management
Capacity Management
Security Management
IT ServiceContinuity Management
Service Level Management
Incident Management
Problem Management
Availability ManagementService Delivery
Service Support
IBMAService Desk
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Qantas and TCS Confidential
Service Support Functions
CMR Forum
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Qantas and TCS Confidential
Cross-functional Processes: Quality Control Activities
Quality Control activities
Incident Management
All tickets are handled through IBMA Service Desk
Acknowledge the Incident tickets
Incident closure on service Restoration
Contact customer upon restoration
Problem Management
Trend Analysis
Perform RCA
Provide long term fix
Contact Customer upon resolution
Change Management
Record all Changes (CR) in SMT
Plan the changes: FSC
Prioritise the changes: CAB
Benefits
Incident Management
Improved Monitoring, allowing performance against SLAs to be measured accurately
Quick turnaround time
A consistent approach in handling incidents
Problem Management
Improved IT Service Quality
Permanent Solutions
Incident Volume reduction
Improved Customer Satisfaction
Change Management
Increased visibility & communication on changes
Improved risk assessment
Greater ability to handle changes into production
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Qantas and TCS Confidential
Cross-functional Processes: Quality Control Activities Contd…
Quality Control activities
Release Management
Plan the Release – FSR
Build & configure release - Package
Test the components & certify
Obtain CR approval in CRM
Release the components into Prod
Capacity Management
Assess service capacity needs
Measure Capacity utilisation – CMR
Monitor system Performances
Optimise the capacity consumption
Measure the effectiveness of the system
Benefits
Release Management
Minimal service disruption to Business
Optimal usage of Business time in testing, training etc.
Better cost efficiency
Effective roll-out & roll-back strategies
Capacity Management
Increased efficiency & Cost savings
Improved stability & Reduced Risks
More confident forecast
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Qantas and TCS Confidential
Cross-functional Processes: Quality Control Activities Contd…
Quality Control activities
Service Level Management
Maintain Service Level Catalogue
Ensure resource availability
Timely update of Ticket status in SMT
Timely publication of SLM reports
Constantly monitor the IT Service quality
IT Service Continuity Management
Contingency plans – disaster/failure
Testing of IT SCM plan
Participate in QF DR exercise
Benefits
Service Level Management
Improved Services & system stability
Commitment to perform
High Business User satisfaction
IT Service Continuity Management
Increased availability of the Applications
Improved Risk assessment
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Qantas and TCS Confidential
Cross-functional Processes: Quality Control Activities Contd…
Quality Control activities
Service Requests (RFS)
Tracking of all Requests – RFS Tool
Timely response to requests
Ensure resource availability
Availability Management
Ensure resource availability
Bring-up resources with Business approval
Benefits
Service Requests
E2E visibility of Service Requests
Faster turnaround time
High Business User satisfaction
Availability Management
Increased application availability
Improved stability & Reduced Risks
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Qantas and TCS Confidential
Operational Stability Measures
Root Cause Analysis (RCA) Report isPerformed for all Severity ticketsSubmitted within 24hrs for all Sev-1Permanent fixes are tracked to closureUpdate Document of Understanding (DoU)Process compliance is ensured
Incident & Problem Trend AnalysisTrending analysis done on monthly basisMajor contributors are identifiedEffective Defect Prevention Process Liaise with Third parties to correct bad feeds, job/data contentions etc. Performance improvement opportunities identified Fed into VEP and tracked to closure
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Qantas and TCS Confidential
Governance FrameworkE
xecu
tive
Mg
t T
ier
Operational Commercial
Review (Fortnightly)
Billing & InvoiceReview (Monthly)
Weekly OpsGovernance
Meeting
Weekly Operations Review Meeting
Daily OperationsReview Meeting
Security DeliveryMeeting
(Wkly)
Semi-Annual Forum
Quarterly Forums
Monthly CIO Meeting Quarterly CIO Meeting
Op
erat
ion
al
Man
ag
emen
t T
ier
CommercialReview(Monthly)
RFS & ProjectsServices Review
(Monthly)
Security MgtForum
(Monthly)
Service ControlForum
(Monthly)
ITSCM Forum
(Monthly)
Monthly MS OperationalGovernanceTa
ctic
alM
gt
Tie
r
Service RequestReview Groups SRRG (Weekly)
RFS ValidationMeeting
(Twice Weekly)
RFS Delivery(Fortnightly)
SLA ManagementForums (Monthly)
ITSCMGovernance
Forum(Fortnightly)
Capacity Mgt ForumSupply &Demand(Monthly)
CAB Enterprise& Satellite(Fortnightly)
ChangeReview Meeting
CRM(Weekly)
RFS ImplementationMeeting (Weekly)
IT ManagementCommittee
