2. Cross-Functional Processes
Framework 2
Service Support
Release Management
Change Management
Problem Management
Configuration Management
Incident Management
Capacity Management
Service Level Management
IT Service IBMA
Continuity Management Service
Desk
Availability Management
Service Delivery
Security Management
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4. Cross-functional Processes:
Quality Control Activities 4
Quality Control activities Benefits
Incident Management Incident Management
All tickets are handled through Improved Monitoring, allowing performance
IBMA Service Desk against SLAs to be measured accurately
Acknowledge the Incident tickets Quick turnaround time
Incident closure on service A consistent approach in handling incidents
Restoration
Contact customer upon restoration
Problem Management Problem Management
Trend Analysis Improved IT Service Quality
Perform RCA Permanent Solutions
Provide long term fix Incident Volume reduction
Contact Customer upon resolution Improved Customer Satisfaction
Change Management Change Management
Record all Changes (CR) in SMT Increased visibility & communication on
Plan the changes: FSC changes
Prioritise the changes: CAB Improved risk assessment
Greater ability to handle changes into
production
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5. Cross-functional Processes:
Quality Control Activities Contd… 5
Quality Control activities Benefits
Release Management Release Management
Plan the Release – FSR Minimal service disruption to Business
Build & configure release - Package Optimal usage of Business time in
Test the components & certify testing, training etc.
Obtain CR approval in CRM Better cost efficiency
Release the components into Prod Effective roll-out & roll-back strategies
Capacity Management Capacity Management
Assess service capacity needs Increased efficiency & Cost savings
Measure Capacity utilisation – CMR Improved stability & Reduced Risks
Monitor system Performances More confident forecast
Optimise the capacity consumption
Measure the effectiveness of the system
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6. Cross-functional Processes:
Quality Control Activities Contd… 6
Quality Control activities Benefits
Service Level Management Service Level Management
Maintain Service Level Catalogue Improved Services & system stability
Ensure resource availability Commitment to perform
Timely update of Ticket status in SMT High Business User satisfaction
Timely publication of SLM reports
Constantly monitor the IT Service quality
IT Service Continuity Management IT Service Continuity Management
Contingency plans – disaster/failure Increased availability of the Applications
Testing of IT SCM plan Improved Risk assessment
Participate in QF DR exercise
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7. Cross-functional Processes:
Quality Control Activities Contd… 7
Quality Control activities Benefits
Service Requests (RFS) Service Requests
Tracking of all Requests – RFS Tool E2E visibility of Service Requests
Timely response to requests Faster turnaround time
Ensure resource availability High Business User satisfaction
Availability Management Availability Management
Ensure resource availability Increased application availability
Bring-up resources with Business Improved stability & Reduced Risks
approval
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8. Operational Stability Measures
8
Root Cause Analysis (RCA) Report is
Performed for all Severity tickets
Submitted within 24hrs for all Sev-1
Permanent fixes are tracked to closure
Update Document of Understanding (DoU)
Process compliance is ensured
Incident & Problem Trend Analysis
Trending analysis done on monthly basis
Major contributors are identified
Effective 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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9. Governance Framework
9
IT Management
Monthly CIO Meeting Quarterly CIO Meeting
Committee
Executive
Mgt Tier
Semi-Annual Forum
Quarterly Forums
Mgt Tier
Tactical
Commercial Security Mgt Monthly MS ITSCM Service Control RFS & Projects
Review Forum Operational Forum Forum Services Review
(Monthly) (Monthly) Governance (Monthly) (Monthly) (Monthly)
Operational Management Tier
Operational Security CAB Service Request
Commercial Delivery Weekly Ops Capacity Enterprise Review Groups
Review Meeting Governance ITSCM Mgt Forum & Satellite SRRG (Weekly)
(Fortnightly) (Wkly) Meeting Governance Supply & (Fortnightly)
Forum Demand RFS Validation
(Fortnightly) (Monthly) Change Meeting
Billing & Invoice Weekly Operations Review (Twice Weekly)
Review Review Meeting Meeting
(Monthly)
CRM RFS Delivery
(Weekly) (Fortnightly)
Daily Operations
Review Meeting SLA Management RFS Implementation
Forums (Monthly) Meeting (Weekly)
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