POLICY

Defining the Overall Approach toward Meeting a Requirement

CSD-Enterprise Services Definition and Concept of Operations Date Implemented: Dec. 26, 2007 Rev. # 7 Date Revised: January 12, 2009 Suggestion or feedback ctrl + click here
Location(s) this applies to: Company-Wide Process Owner (Department): Central Operations CSD-Enterprise Audience: Operations, sales, engineering, product development and customer service staff Definitions: DR Design Review (process/meeting) ICB Individual Case Basis Other Documentation required or referenced: Sungard Managed Services Guide CSD-Enterprise Pods and Customer Assignments Summary: This living document will be used to document Sungards CSD-Enterprise support, until the service is fully productized. It does not contain information on other aspects of the offering from customer service or implementation project management. It is focused on the central operations side of service delivery. Purpose: To describe what CSD-Enterprise support is and how to engage the team.

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Table of Contents

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I. ValueProposition
Avoid silos of technical support and act as a member of the customers IT team Lower customer to engineer ratio, compared to shared operations, allow for a deep technical knowledge of the customers environment and business needs Fewer engineers working in the customers environment, providing an IT department-like interface to the customer Understand contracts, service agreements, SLAs and invoices Coordinate and execute complicated multi-technology implementations, tasks and changes in one multifunctional team Regular customer facing technical reviews that include corporative capacity planning and consulting on best practices Review major milestones, accomplishments and capacity planning Deliver customer presentations that address areas of improvement and solutions to chronic problems Service delivery that meets customized SLAs, flexible schedules and special managed technology needs Accelerated lead-times for managed services tasks or implementations Flexible, yet process focused staff Enhanced support of one-off technology that may fall outside the scope of the Sungard services guide Assist sales in the development of customized solutions, SOWs and SLAs. Customized procedures and documentation that augment Sungards ISO processes

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II. EnterpriseServicesTiers
Tier-1:
Objective - Provide a cost effective way of delivering a higher level of service, without the labor costs of full CSD support Service Delivery Structure: Central Operations - TAM with operational service delivery out of shared operations. Customer Service SDM Project Mgt. and Compliance - IPM

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Tier-2:
Objective Nimble, pseudo-dedicated service delivery for customers who purchase a large quantity of multiple Sungard managed services. Service Delivery Structure. Most of these managed services will be delivered out of the CSD-Enterprise group, the other services will be delivered out of shared operations: Central Operations - TAM with operational service delivery out Enterprise Services Customer Service SDM Project Mgt. and Compliance - IPM

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III. RecommendedEnterpriseSupportEntranceCriteria
Tier-1: Sungard managed services using shared or dedicated equipment in the customer environment Gross MRR of >=$50k largely consisting of managed services is recommended. Pricing and entrance approval must be reviewed and approved by Central Operations management. Tier-2: Dedicated equipment in the customer environment Gross MRR of >=$100k largely consisting of managed services is recommended. Enterprise Services delivers the majority of the customers managed services. Note - some miscellaneous support will be delivered from shared operations, i.e. AS400 mgt, application management, etc Pricing and entrance approval must be reviewed and approved by Central Operations management.

IV. CandidateCustomerEvaluationProcess

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V. OrganizationalStructure
GenericOrgChart:

ExamplePodStructureandStaff Assignments (example - drill down of the org): Note The actual version is posted in the CSD-Enterprise group folder in Livelinks. ExampleTier-1 Engineers Shared Operations (TAM support with services delivered out of shared operations) TAM Customer Joe Customer A Customer B

Jeff

Customer C Customer D Customer E

Scott Customer F
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etc..

etc..

Pod A

ExampleTier-2 (TAM support with services delivered out of Enterprise Services) Grp Pod Enterprise Engineers TAM Customer Cust A Cust B Jeff Frank Scott Cust C

David Paul Jim

Pod B

MIchael

Cust E Cust F

Network

Pod C

Etc..

Etc

Pod A

Pod F

Pod E

Pod D

Pod A

Pod C

2 x Storage I Engineers

Etc..

Etc..

Etc..

Storage

Pod B

Etc

Etc

Systems

Pod C

Pod B

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VI. Staff Rolesand Responsibilities

Note - Primary = OWNERSHIP of the task through completion Task 1.000 1.001 1.002 1.003 1.004 2.000 2.001 2.002 2.003 2.004 3.000 3.001 Sales Validate design Provide sales with operational guidance Develop customized SLAs or SOWs Bill of materials development Implementation Complete CDRs Configure equipment-monitoring Verify-Validate implementation Develop customized processes Change Management Participate in weekly customer change mgt. meeting Single-Technology Review request ticket (CDR/standard forms) Document technical detail in change ticket Review of change risk and schedule Execute change Multi-Technology or CrossFunctional Review request ticket (CDR/standard forms) Document technical detail in change ticket Finalize change ticket (risk, details, schedule) Execute change Request Management Maintain ticket queue daily Primary Review customer tickets and work as prioritized weekly Primar y As scheduled and facilitated by the Sungard SDM, high risk change may be reviewed here as needed as needed as needed as needed Assist Assist Assist Assist Primar y Assist Assist Sales engineer owns this process using design review or ICB Ensure that sales understands the customer's history and needs as ops knows them Developed with management assistance Sales engineer owns this task Frequency Engineer TAM SDM Notes

as needed as needed as needed as needed

Assist Primary Primary Assist

Assist

Assist Primar y

Aid the customer in completing Project is led by implementation project manager (IPM) Process varies by managed service, ensure IOC is ready to support i.e. - specialized processes to address one-off managed service technologies

3.002 3.003 3.004 3.005

as needed as needed as needed as needed

Primary Primary Primary Primary

Per Sungard product process Per Sungard change management policy Ensure that all technical stakeholders review, understand and approve change ticket Per Sungard change management policy

3.006 3.007 3.008 3.009 4.000 4.001

as needed as needed as needed as needed

Primary Primary Secondary Primary Assist Primar y

Per Sungard product process Per Sungard change management policy Ensure the change plan is 100% complete and technical stakeholders approve it. Per Sungard change management policy

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5.000 5.001 5.002 6.000 6.001 6.002 6.003 6.004

Problem Management RCOA development Resolve complex-chronic problems Event and Incident Management Respond to alerts Respond to declared problems or emergencies Develop customized processes Review critical/major tickets-alerts Capacity and Availability Management Develop ad-hoc reports or assessments Present reports to stakeholders as needed as needed Assist Primar y Primar y Reports that address capacity issues or chronic problems Onsite or via conference call (internal or customer facing) as needed as needed Assist Assist Primar y Primar y Engineers contribute technical detail and timeline. TAM pull it together into a coherent doc. Issues that span multiple Sungard groups need a central technical POC to drive resolution

as needed as needed as needed weekly

Primary Primary Assist Assist Primar y Primar y

Escalations taken from the Sungard IOC Escalations taken from the Sungard IOC, customer or other group ie - specialized change management process or escalation process Periodic review to look for trends or chronic conditions thru portal notification subscription

5.000 5.001 5.002

7.000 7.001 7.002 8.000 8.001 8.002 8.003 8.004 8.005 8.006

Service Level Management SLA compliance reporting Develop agenda for QBR Other Maintain vendor support agreements Provide overall architecture-technical leadership Resolve usage based billing disputes Resolve SLA violation disputes Train and mentor new engineers Maintain diagrams and documentation

monthly quarterly Assist Primar y

Are we meeting our contracted SLAs? Assist SDM with the development of the agenda and gathering of reports

as needed as needed as needed as needed as needed quarterly Assist Assist

Primar y Primar y Primar y Primar y Assist Primar y

For customer dedicated, Sungard managed assets Provide multi-discipline, technical leadership for the customer's environment With assistance from management and SDM With assistance from management and SDM Help get new staff up to speed on customer environments Ensure critical documentation is kept up to date

TAMResponsibilities(fromjob description): Provide technical leadership for SunGards largest managed services customers. The Technical Account Manager will be responsible for direct customer communication, working closely with internal SunGard teams, central operations, sales and product development.
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Maintain deep technical knowledge of multiple technologies within a customers environment. This may include network, security, systems administration and storage management services. Understanding of original and amended contracts, services agreement, roles & responsibilities, SLAs, and current invoices. Assist sales in the development of cost effective, operationally supportable solutions that meet complex customer requirements and SLAs. Process improvement initiatives tailored to improve customer satisfaction with managed services and interaction with the Operations team. Develop and deliver customer presentations that outline environment capacities and suggested courses of action. Attend weekly customer meetings with Sungard project manager to address technical topics. Utilize the meetings with client as an opportunity to create an understanding by the client of SunGards business or operational plans. Plan, document and identify risks and challenges for production changes that span multiple services or technologies. Aid Sungards sales and operations teams in the transition of customers through architectural designimplementation-steady state phases of the customer life cycle. Coordinate and oversee the cross functional engineers. Provide clear technical documentation and written ISO9001 procedures to ensure other members of Central Operations can assist in monitoring, troubleshooting and changing complex customer environments. Build and maintain relationships with key customers technical staff members and with internal stakeholders from sales, customer service and field operations. Assist Sungard management in developing customized SLAs and SOWs for one-off technology solutions. Assist in the development of reportable operational metrics within the Complex Services Delivery team. Perform after-hours technical support as needed - Tier 3 escalation for advanced troubleshooting and support for complex issues. Travel to customer premise as needed.

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CSDEnterpriseEngineerResponsibilities(fromjob description): Develop and install cost effective, operationally supportable solutions that meet complex customer requirements and SLAs. Maintain deep technical knowledge of multiple technologies within a customers environment. Provide direct operational support of SunGards largest managed services customers, maintaining ownership and a deep technical knowledge. Deliver end of the road support for complex environments. Provide clear technical documentation and written ISO9001 procedures to ensure other members of Central Operations can assist in monitoring, troubleshooting and changing complex customer environments. Responsible for direct customer communication, working closely with other central operations technical teams and customer service teams. Build and maintain relationships with key customers technical staff members and with internal stakeholders from customer service and field operations. Provide technical assistance to all SunGard internal/external customers during environment outages. Have a familiarity environment resources being utilized by SunGard customers. Use this information to assist in resolving environment issues or trouble shooting impairments. Provide assistance/training and leadership to other engineers. Perform weekly and monthly maintenance activity when required Perform after-hours support as needed.

VII. SupportedSungardProducts
Managedservicesdeliveredout of CSDEnterpriseServices: (as defined in the Sungard services guide) ICBs (Individual Case Basis One off) Non-productized services or technologies. They are reviewed individually. Traditional DR w/ Managed Services Managed Network-LAN-WAN Network Security SAN-Disk Tape Backup Managed OS (all varieties)

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VIII. OperationalDetail
Customer+ CSDWorkflow:

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OperationalCoverage: The following on-call coverage will apply to each technical group (Network / Systems / Storage) within Enterprise Services. Engineers within each pod cross-train each other and maintain operational ownership for the customers within the pod. Additionally, they are responsible for ensuring the primary on-call engineer has the information necessary to handle 90% of the escalations. The primary on-call engineer will escalate to the secondary on-call engineer within each respective pod if they cannot resolve an issue. The primary on-call rotation moves between each engineer.

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Ticketingmanagement:

CSD supported customers have their tickets routed to CSD Remedy queues for the CTIs that are supported by CSD. The spreadsheet used to manage these assignments are maintained here. Using the Sungard portal ticket aging report, each CSD teams ticket queue is managed by their respective manager. These aging reports should be reviewed at least twice per week.

IX. NotesandLimitations

Monthly TAM support (per customer) is limited to a percentage of the total operational support estimated for the managed services environment. The estimates for the amount of monthly TAM support per customer are documented and maintained here. The CSD-Enterprise Services group often exceeds the standard lead-times and SLAs contained within the Sungard Managed Services Guide. These enhancements are not guaranteed unless they are documented in the customers contract.

X. Appendix
PreferredHardware/SoftwareConfigurationsfor ManagedServices A CSD utility host is used for each customer location for enhanced service delivery.

CSD utility host design document (POL-CENOP-CSD_Utility_Server.doc) CSD utility host bill of materials:

SYSTEM COMPONENTS PowerEdge 1950 III

Quad Core Intel Xeon E5405, 2x6MB Cache, 2.0GHz, 1333MHz FSB, No Operating System Save $1200 on select PowerEdge when priced $4,000 or above! Special offer View Details 1 Qty Unit Pric $4,061.00 e

$1,200.00

Catalog Number: Module PowerEdge 1950 III Operating System Additional Processors Memory Optional Feature Upgrades for Integrated NIC Ports PCI Riser

4 BECWXK1 Description

Show Details

Quad Core Intel Xeon E5405, 2x6MB Cache, 2.0GHz, 1333MHz FSB No Operating System Free Upgrade! Quad Core Intel Xeon E5405, 2x6MB Cache, 2.0GHz 8GB 667MHz (4x2GB), Dual Ranked DIMMs LOM NICs are TOE Ready Riser with 2 PCIe Slots
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Primary Hard Drive Primary Controller Network Adapter CD/DVD Drive Bezel Backplane Documentation 2nd Hard Drive Hard Drive Configuration Chassis Configuration Hardware Support Services Installation Services Power Supply 4th Hard Drive 3rd Hard Drive

146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive, 2.5-inch, Hot Plug Free! PERC6i SAS RAID Controller, 2x4 Connectors, Int, PCIe, 256MB Cache Intel PRO 1000VT Quad Port Gigabit NIC, Copper, PCIe-4 24X IDE CD-RW/DVD ROM Drive for PowerEdge Servers, All OS Rack Bezel 1x4 Backplane for 2.5-inch Hard Drives Electronic Documentation and OpenManage CD Kit 146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive, 2.5-inch, Hot Plug Integrated SAS/SATA RAID 5, PERC 6/i Integrated Rack Chassis w/Sliding Rapid/Versa Rails and Cable Management Arm,Universal 3Yr BASIC SUPPORT: 5x10 HW-Only, 5x10 NBD Onsite No Installation Assessment Redundant Power Supply with Dual Cords 146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive, 2.5-inch, Hot Plug 146GB 10,000 RPM Serial Attached SCSI 3GBps Hard Drive, 2.5-inch, Hot Plug
TOTAL:$2,861.00

Total Price Sub-total Shipping & Handling1 Total Price2

$2,861.00
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REVISION HISTORY

Revision
0

Date
Dec 26, 20 07 Feb 8, 20 08

Initiator
rdarrow

Nature of Change
Initial Release

rdarrow

Major revision to the document. Detail added in every section

Mar 27, 20 08

rdarrow

Rewrote the staff roles and resp. section; and added notes and limitations section.

Updated roles and responsibilities section (change mgt)

Apr 10, 20 08 May 2, 20 08 May 23, 20 08 Aug 14, 20 08 Jan 12, 20 09

rdarrow

Updated value proposition section

rdarrow
Added preferred configuration section

rdarrow
Added workflow and ticket queue mgt section.

rdarrow
Added link to POL-CENOP-CSD_Utility_Server.doc

Jwright

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