ITPD PRODUCTION SUPPORT PROCESS OCTOBER 8, 2008

210/23/2015 Guiding Principles 1.Resolve production issues in a timely and effective manner 2.Manage application (maintenance, backups, etc) 3.Implement new releases (enhancements, upgrades) The IT production support process has three main objectives:

310/23/2015 Critical Success Factors Communication Parties Involved: Between business managers and IT managers Between system users and IT support personnel Within IT organization Messages to be Communicated Request for training / bug investigation and fix Prioritization of enhancements Status of support requests Status of enhancements requests Change in business IT needs Delivery Complete support and enhancement requests in expected timeframe/sequence of priority

410/23/2015 Production Support Model Production Support (Level 2&3) End User Support (Level 1) End Users Leadership Process Owners Vendor Support Security Business Approvers IT Functional Resources Level 1 End User Support Level 2 Production Support Level 3 Production Support Technology Operations Application Management Issue Resolution Network Services Technical Architecture Role Maintenance Role Assignment to Users Prioritize Fixes and Enhancement Requests Maintain Knowledgebase articles and FAQs Key Users Business Workplace Training Material and Job Aids Functional Support Approve Security Access Approve Enhancement Requests Ticket Status and Escalation Issue Resolution Configuration

510/23/2015 Objectives of Level 2 Support Issue Resolution Efficiency Prioritize issues and resolve functional issues Issue Management and escalation Maintain security roles and grant access Create Knowledgebase articles and FAQs Knowledge Transfer Build a broader and deeper understanding of the [project] solution to facilitate support and implementation efficiency

610/23/2015 Level 2 Production Support Level 2 Support by Location Location 1Name 1 Location 2Name 2 Location 3Name 3 Location 4Name 4 Location 5Name 5 Location 6Name 6

710/23/2015 Level 2 Roles & Responsibilities Review and prioritize tickets as they are submitted Ensure the Incident Management tool ticket’s description, Urgency, Type (team) is accurate Resolve the ticket if possible to do so in <4 hours Route ticket to appropriate group for assignment Keep users apprised of ticket receipt and status Business advocate for tickets in need of prioritization or resources Liaison between users, Level 1 and 3 support

810/23/2015 Level 3 Roles & Responsibilities Resolve issues Update the Incident Management tool ticket’s description, Urgency, Type (team), Reference, and Status Support and transfer knowledge to other Level 2/Level 3 resource resolving Incident Management tool tickets Communicate priority/time conflicts between Incident Management tool ticket’s resolution, Incident Management tool ticket support and other projects as they arise

910/23/2015 Service Level Guidelines UrgencyDescriptionResponse To User with Status Target Resolution Time CriticalWork Stoppage No work around $ at risk Phone call1 Day (may be migrated outside of schedule) HighTime sensitive process impaired Very difficult work around Fix has strong Cost/Benefit High business impact if not resolved in 2 weeks 1 Business Day<10 Business Days (may be migrated outside of schedule) MediumNon-time sensitive impact Work around available 2 Business Days Business Days LowAcceptable work around Low $ risk Fix has low Cost/Benefit 2 Business Days>90 Business Days

1010/23/2015 Production Support Meeting Objectives Agenda 1.Review metrics of Open/Closed issues by priority and Status 2.Identify “Active” & “Planned” tickets that are “past due” and/or in need of additional resources 3.Balance work load across production support team. Assign new “Planned” tickets Attendees Production support team Reports Open Issues by Priority/Status

1110/23/2015 Production Support Flow Activity: Completes Resolution Create Incident Mgmt Ticket via Review Incident Mgmt Ticket for designated location. Update key fields. Establishes initial Priority. May resolve ticket. Reviews tickets. Validates Priority. Balance Level 3 Workload. May resolve ticket Completes Config/ Testing Approve. Request Migration Complete Design Completes Programming/ Unit Test Approve. Request Migration Role: UserLevel 1Level 2Level 3DevelopmentFunctional Approval Status: NewNew, Assigned, In Process, Closed Assigned, Closed, Pending Stakeholder Review StakeholderAssigned, In Process, Ready for Developer, QA, Ready for Production Ready for Development, In Development, Functional Test Functional Test, QA, Ready for Production

1210/23/2015 Contact Information For additional information on this process, please contact… Contact Name Phone Primary Secondary