1. ESP Team Presentation

2. Enabling Operational Excellence Operational Excellence Optimum delivery of IT Services Proactive Problem Management User Self- Sufficiency Drive development thru technology

3. THE SUPPORT LIFECYCLE ESP Team Structure Mike Currao IT Service Manager – Z6 MTO Marcelo Pereira ESP Manager AM – Z7 GUA Ray Creamer ESP Manager EU – Z7 ISB Guangyi Li ESP Manager AP – Z7 HUA Henrique Maia Jorge Sakaguchi Emi Arashiro Renato Mariano Faisal Iqbal Mike Bamber Laura Xiao (1 Open Positions) Satyam (3) Sabrina Kennedy GUAMTOISBHUA

4. ESP Mission Enable MARS IS adherence to IT Service Management Best Practices through Global Leadership and Consultancy Positively engaging customers in the delivery of Process Improvement activities Provide a portfolio of reliable and supportable tools that integrate the ITSM processes supporting the IT Operational Excellence Strategy Incident Management Problem Management Change Management Configuration Management Service Level Management Mars IS Service Management Processes

5. Process Definition SMART Processes Data Tools SMART Processes Data Tools SMART IT Infrastructure Library (ITIL) Mars IS version of ITIL Principles Mars IS version of ITIL Principles

6. Incident Management Address Disruption Restore Service Service Level, Knowledge and Configuration Management Business Disruption Problem Management Identify Root Cause Monitor Resolution What shall we do to stop this happening? Change Management Monitor Changes to Prevent Disruption HELLO, we are performing a change. OK? Less Disruption Let’s improve the system Quality Service THE SUPPORT LIFECYCLE The Support Lifecycle

7. Key Roles in ESP AM: Emi Arashiro AP: Laura Xiao EU: Faisal Iqbal ESP Regional Liasons Global Process Leads Incident Management (Faisal Iqbal) Change Management (Jorge Sakaguchi) Problem Management (Henrique Maia) Configuration Management (Henrique Maia) Knowledge Management MARS University (Jorge Sakaguchi) Critical Incident Management (Faisal Iqbal) All Team Members Functional & Technical Support

8. ESP Services SMART Processes Consultancy, Governance and Training Service Management Tools

9. ESP Services SMART Processes and Tools Trainings

10. Support Workflow ESP Support Service End User SMART FE U1/U2 Sametime “ESP SUPPORT” E-mail “ESP SUPPORT” Fulfillment requests Business Objects SMART Universe Reporting Bug fixes and minor enhancements Technical support on the supported tools FE training 24 x 5 support availability splitted in 3 regions - AM, EU and AP Weekend support "on- call"

11. The “Magic World” 3 Environments (Production, Development and Test/Training) 33 Serves (Citrix, Application, Services and DB) What’s inside: –350K Tickets Year –50K Work Orders –11.5K Changes –1.5K Problems Year –27K Config. Items –9K Solutions –3K Users –100+ FEs –12 SFEs The Magic World

12. The “Magic World” SMART Reporting Portal: www.smart_reporting.mars www.smart_reporting.mars Scheduled reports based on existing templates Updated automatically Smart Reporting

13. ESP 2009 Projects Magic Performance Improvement Lead: Faisal Iqbal CMDB Improvement Lead: Henrique Maia New Processes Audit –Maturity assessment –Processes focused Lead: SMART Processes Leads Ways of Working Lead: Sabrina Kennedy Magic Survey Module Lead: Emi Arashiro Smart Portal Renewal Lead: Renato Mariano Whiteboard Targeted Notifications Lead: Faisal Iqbal SLA Customisation Lead: Faisal Iqbal Agility Training Program Lead: Allison Maguire SSA – SMART Stamp of Approval Lead. Henrique Maia PWC Auditing Lead: Jorge Sakaguchi