Infrastructure Technology and Outsourcing MphasiS Internal SPEED ITO QMS V What’s Changing? September June 2016 Process Definition and Improvement | 1ITO

MphasiS Internal Agenda 23 June 2016| 2ITO Account Delivery Management Processes Startup Process Plan Service Delivery Process Configuration Management Measurement System Risk Management Capacity and Availability Management Manage Service Delivery Process Service changes Decision Analysis and Resolution (DAR) Governance and Supporting Processes ITO – Policies, Quality Strategy and Roles and Responsibilities Reviews Audits SPEED COMMON QMS – ITO Process and Quality Assurance Impact to Delivery team

MphasiS Internal 23 June 2016| 3ITO Account Delivery Management Processes

MphasiS Internal Account Delivery Management Processes 23 June 2016| 4ITO Simplified activities supported by Procedures, Guidelines, Templates, checklists and Tools Integrates the ADM and ITSM processes Workflow : ADM Context Diagram ADM Process Map Business Rules Entry Criteria Exit Criteria Guidelines : [New] Work Planning Guideline Configuration Management Guideline Work Monitoring Guideline Integrated Work Management Guideline Estimation Guideline Risk Management Guideline Objectives Measurement System Guideline

MphasiS Internal Startup process 23 June 2016| 5ITO Added startup activities and checklist Checklist : Startup Checklist [New]

MphasiS Internal Plan Service Delivery Process 23 June 2016| 6ITO Account process is derived by doing process tailoring from Organizational process using Tailoring tool Added Approach / strategies to deliver services as per SOW (service delivery, incident resolution, capacity and availability) Introduced Stakeholder Management Plan (includes dependency and SLAs related to dependency) to be agreed and signed off by all Stakeholders Service delivery plan along with its components will be a single live planning document for the account End to end service delivery flow during the startup of account till GO LIVE for steady state is available in the Work Planning Guideline Revised Service delivery document to include some key sections including the service processing workflow Account Kick-off Presentation Template [New] Service Delivery Plan Template Service Management Process (Tailoring Tool) Service Delivery Document template Stakeholder Management Plan Template [New] Team Management Plan Template Quality Plan Template Communication Management Plan template [New] Shift Plan Template [New] Assumptions and Constraints Action item Issue Decision

MphasiS Internal Configuration Management 23 June 2016| 7ITO Revised to manage MphasiS controlled work products MIKE folder is used as CMDB Standard Account workbook Structure defined Configuration Management guideline defined Configuration baseline verification audit is introduced Configuration Management Guideline [New] Configuration Management Plan template [New] Configuration Baseline Verification Audit criteria in Audit Tool [New]

MphasiS Internal Measurement System 23 June 2016| 8ITO Organizational business objectives translated into account Service Performance objectives Account to derive Service Performance objectives based on Organizational and Client objectives Revised Measurement plan Measurement dictionary established Dashboard for reporting Metrics as per the account objectives Objectives Measurement System Guideline [New] ITO Objectives and Measures (Measurement Dictionary) [New] Measurement Plan Template Dashboard [New]

MphasiS Internal Risk Management 23 June 2016| 9ITO Risk Management Guideline introduced to cover various strategies Revised risk source and categories in Service Management Risk Tracker template Risk Management Guideline [New] Service Management Risk Tracker template

MphasiS Internal Capacity and Availability Management 23 June 2016| 10ITO Capacity management in terms of resources is considered for MphasiS Capacity planning, monitoring and prediction tool introduced Availability planning and monitoring Resource Capacity Prediction Tool [New]

MphasiS Internal Manage Service Delivery 23 June 2016| 11ITO Guideline for work monitoring introduced Guideline for integrated service delivery added Introduced quarterly Account survey procedure to get feedback from account team Guidelines Work Monitoring Guideline [New] Integrated Work Management Guideline [New] Templates : Corrective Action Report Template Corrective Action Tracker [New] Service Improvement Plan Template Weekly Status Report Template Monthly Account Management Review Template Quarterly Account Survey Procedure [New] Quarterly Account Survey Tool [New] Quarterly Account Survey Consolidation Tool [New] Quarterly Account Summary Report [New]

MphasiS Internal Service Changes 23 June 2016| 12ITO Guideline for managing service changes and SOW changes introduced Service System Transition Guideline [New] Service Change Report Template [New] Service Change Report Log Template [New]

MphasiS Internal Decision Analysis and Resolution (DAR) 23 June 2016| 13ITO Introduced DAR procedure and guideline ITO scenarios for which DAR to be mandated is available DAR Procedure [New] DAR Guideline [New] Alternate Approach Template [New]

MphasiS Internal Governance and Supporting Processes 23 June 2016| 14ITO

MphasiS Internal ITO Policies, Quality Strategy and R&R 23 June 2016| 15ITO Quality strategy on how SPEED will be formulated, released, deployed (incl. Training, coaching) and continuously improved is created Revised ITO Policies Revised ITO Roles and Responsibilities document Quality Strategy [New] ITO Policies ITO Roles and Responsibilities

MphasiS Internal Governance Assets 23 June 2016| 16ITO Account governance assets revised Health Check Criteria (ADM) Account Management Review Criteria (ADM) Final Inspection Criteria - added link to HP ITSM (SM)

MphasiS Internal Reviews 23 June 2016| 17ITO Introduced Work Product Review (WPR) Template to track the review comments of work products Added Work Product Review Criteria for key work products to verify the goodness of the work products Work Product Review (WPR) Template [New] Work Product Review Criteria [New] for Service Delivery Plan Team Management Plan Configuration Management Plan Quality Plan

MphasiS Internal Audits 23 June 2016| 18ITO Revised Audit criteria to align with the revised SPEED ITO QMS Processes Audit Tool covers criteria for QMS Definition Audit Account Management Service Management Configuration Baseline Audit Internal Audit Procedure [New] Audit Tool Transactional Quality Audit Checklist

MphasiS Internal Common Assets 23 June 2016| 19ITO Added ITO Process and Quality Assurance Workflow

MphasiS Internal Impact to Delivery Team 23 June 2016| 20ITO No impact To follow all processes as per SPEED ITO QMS V 3.0. Actions required - Work Product and Process level impacts as in next slide

MphasiS Internal Impact to Delivery Team 23 June 2016| 21ITO Actions required - Work Product and Process level impacts #Work ProductsAction 1Start-up checklistCreate 2Account Kick-offCreate 3Service Delivery PlanPort 4SM TailoringPort 5Service Delivery DocumentPort 6Stakeholder Management PlanCreate 7Team Management PlanPort 8Quality PlanPort 9Communication Management PlanPort 10Configuration Management PlanCreate 11Measurement PlanCreate 12SM Risk TrackerPort 13Monthly AMRCreate 14Resource Capacity PredictionCreate 15Metrics DashboardCreate #New ProcessesAction 1 Review of plan components by Stakeholders and Approval by Delivery Head Approval 2 Review and approval of Stakeholder Management Plan by all stake holders Approval 3Conduct kick-off meetingPerform 4Configuration Baseline Verification AuditPerform 5 Service changes to be managed using Service Change Report and Service Change Log Perform 6Conduct Quarterly Account SurveyPerform 7Decision Analysis and ResolutionPerform 8Final Inspection for ChangesPerform 9Execute the Plan as per SDP and SDDPerform 10 All review of Work products should be documented in WPR Report template Perform

Thank You Process Definition and Improvement © 2012 MphasiS The information contained herein is subjected to change without notice.

MphasiS Internal Revision History 23 June 2016|23ITO CR # (Optional) Document Version# Approval Date Modified By Section, Page(s) and Text Revised Approved by BEOPS Sep-2012 Sudha Jayachandran Initial releaseProcess Control Board (PCB)