Standard Operating Procedure – IC Team

Revision History:

Version Date Activity By

1.0 th
11 Nov 2018 Document created Debashish
2.0 18th Sept 2019 Document Updated Debashish
3.0 16th Oct 2019 Document Updated Debashish
4.0 12th Nov 2019 Document Updated Debashish
5.0 5th Feb 2020 Document Updated Debashish
6.0 26th Feb 2020 Document Updated Debashish & Dattu
7.0 19th May 2020 Document Updated Anil, Dattu, Debashish & Viswa
7.1 9th June 2020 Document Updated Dattu, Debashish

Contents
1. Mails to be sent in Team ........................................................................................................................................... 2
2. Day to Day Tasks ....................................................................................................................................................... 2
3. Internal and External DL............................................................................................................................................ 3
4. VL Escalation Mail Handling ...................................................................................................................................... 4
5. How to drive SharePoint Whiteboard ....................................................................................................................... 4
3. Capability vs Team Mapping ..................................................................................................................................... 4
4. Email Management ................................................................................................................................................... 6
5. Handover Call ............................................................................................................................................................ 6
6. WSR Related Activities .............................................................................................................................................. 6
7. How to pull WSR Data ............................................................................................................................................... 6
8. Support DL’s for Team............................................................................................................................................... 8
1. Mails to be sent in Team
Shift Attendance* Aged* IC Handover DVR
APOC 7.45 am 9.00 am 3.45 pm 3.50 pm (Consolidated File)
EOC 3.45 pm 5.00 pm 11.45 pm 6.00 pm (Top Themes)
AOC 11.45 pm 1.00 am 7.45 am
* Tentative Timings

2. Day to Day Tasks

Monday:
o APOC IC - Send “VL Open Aged Tickets (>=7 days)”. SNOW Report Name : Aged Tickets >7 days SD
o APOC IC - Send "VL Open SE Aged Tickets (>=7 days)". Power BI Link (Remove Archived & Mitigated cases).
o EOC IC- Send WSR Analysis file (TTR Miss, Aged, Reactivation, SE escalations, Spikes & Dips) before 6 PM.
o EOC IC- Discuss from which team WSR data inputs are pending in EOC to AOC handover.
o AOC IC- Zurita call –11.30 pm (IC must drive).
o AOC IC- Discuss from which team WSR data inputs are pending in AOC to APOC handover & include in IC
handover report.

Tuesday:
o APOC IC - 3PH (VL Bedrock) -- 11.00 am
o APOC IC- Complete WSR Analysis file consolidation before handover APOC to EOC call
o APOC IC- Discuss from which team WSR data inputs are pending in APOC to EOC handover and include the
same in IC handover report
o EOC IC- Share consolidated WSR analysis file to Leads, SM’s and Automation team before 6 pm.

Wednesday:
o APOC IC – Join WSR call

Thursday:
o AOC IC - Zurita call - 11.30 pm (IC must drive)

Friday:
o APOC IC - 3PH (VL Bedrock) -- 11.00 am

Saturday
o Work on the weekend activity mails
o EOC IC: - Send WSR analysis file (with tickets that came until Friday). Consolidate and reply by End of shift.
o AOC IC: - WSR analysis file must be validated/Consolidated by End of AOC.

Sunday
o AOC IC - Send VL Aged> 7 days (SD. L3 & L4) tickets to Service Owners post AOC to APOC handover call.

Daily
o Assignment: Current shift aged tickets & all-region tickets to be assigned to on duty members (except cases
that require traction in other shifts - recorded in keywords field).
o Send attendance mail & Aged tickets mail.
✓ Aged Ticket criterion: Monday >= 3 Days old & Tuesday to Friday >= 2 Days old
o In APOC, send DVR report to team. In EOC, send Top Themes mail on top of DVR mail by 6 pm.
o 20 minutes before handover call pull open tickets. 1 minute before call pull actionable cases with created time.
o Send shift-wise IC handover mail.
o Check whether team updated regions for all tickets every 4 hrs in each shift.

Once SharePoint starts

o Shift wise send “Status of SharePoint Tickets” mail to Arvato before handover call
o Send shift wise “ICMs in SAP Queue (Transferred from CRS SOPs)” mail.
Excel Formula’s for Reference

Time Format =TRIM(LEFT(B2,LEN(B2)-31))

PT time format =NOW()-B2-(12.5/24)
KB extraction formula =RIGHT(LEFT(G2, SEARCH("KB00",G2)+8),9)

3. Internal and External DL

(Loop External DL for VL escalation mails)

Internal: CRS TechM VL-Agreement Team [email protected]

External: CRS Agreements L3 [email protected]
Help Alias: ECIT eAgreements Help [email protected]

Internal CRS TechM VL-Entitlement Team [email protected]

External: EC Benefits L3 [email protected]
Help Alias: ECIT Benefits Help [email protected]

Internal CRS TechM VL-Fulfilment Team [email protected]

External: EC Fulfilment Service L3 [email protected]
Help Alias: ECIT VLS Help [email protected]

Internal CRS TechM VL-Pricing Team [email protected]

External: EC Quoting L3 [email protected]
Help Alias: ECIT Quoting Help [email protected]

Internal CRS TechM VL-Reporting Team [email protected]

External: EC Reporting and Local Tools L3 [email protected]
Help Alias: ECIT Reporting Help [email protected]

Internal CCP TechM VL-Ordering Team [email protected]

External: CCP Ordering L3 [email protected]
Help Alias: ECIT Orders Help [email protected]

Internal CRS TechM VL-USS Team [email protected]

External: CRS CLP Support [email protected]
Help Alias: ECIT VLS Help [email protected]

OEM TechM Team DL: TechM Team: CRS TechM OA & OEM Team [email protected]
OEM Line1 Team: ExD-OEM Line 1 Support [email protected]
WW OEM Operations Support [email protected]
4. VL Escalation Mail Handling
When user loops CRS VL Escalation 1 or 2 and ticket is in TechM SOps queue then mails must be acknowledged with
the below template. If ticket number is not there in subject line check with COSMIC number or any unique number
(from email subject line) in SNOW. If you find corresponding SNOW ticket then check if ICM was dispatched.

SOPs VL Escalation Mail Template

Hi ,

(v-) from Service Ops team is checking the below issue on priority and will update you on the status.

Thanks for your patience and understanding in this regard.

SD follow-up Template: If ticket is with SD and SD is not responding within 30 Mins then send follow-up mail to SD.
+ SD Team

Hi SD Team,

This incident is assigned to SD queue. Please prioritize action on this and respond to this thread.
If any assistance is required from Service Ops, please follow ICM dispatch process.

5. How to drive SharePoint Whiteboard

➢ Ensure SP Whiteboard is presented via screen sharing in month end systems bridge at all times till closure.
• If screen sharing goes off, deadline is 60 seconds to bring it back up. IC needs to share the screen in the
meantime while the main analyst fixes the issue.
• Immediately when screen sharing goes off, acknowledge in bridge chat that “SharePoint Whiteboard sharing
will be enabled back shortly”.
➢ Make sure all SP tickets are assigned to current shift members. Call out to SM’s if any deviation observed.
➢ Ensure SOPs team is assigning, update comments and work on SharePoint tickets proactively.
➢ Whenever someone pings/asks for an update from SOPs team in systems bridge, acknowledge immediately within
60 seconds and circle back to team to provide an update in bridge chat on that issue.
➢ Ensure appropriate comment formats are followed for tickets in each state. In case delay from SOPS them IC must
update comments with help of team members.
• Comments Format for Active Tickets: Issue Description. SOps team is working on it.
• If SE working on the ticket mention SE FTE name in “Assigned To” and update comments in this
format: SE is working on this issue since 17th Sept (4.26 PM IST)
• Comments Format for Data Needed from ROC Tickets: Awaiting user's update since 28th Aug (08.38 AM IST)
• Comments Format for Pending for Resolution Confirmation from ROC Tickets: Provided resolution
and awaiting confirmation from 28th Aug (10.15AM IST)
➢ SOps Team must update over IM whenever ticket is removed from SP. “Resolving ICM# in
SharePoint and removing from whiteboard.as per confirmation from <<User Alias>>
➢ Follow up on 3rd Party (E.g. SAP, COSMIC) in FTE bridge chat/call every 2 hrs. once SP bridge starts. During
last 2 hours before specific region close follow-up every 30 mins – Starts from 12:30 PM IST (00:00 PST) on
last day of the month.
o Sample message for every two hours once systems bridge start: Hi SAP and COSMIC Teams, this is a gentle
reminder to get the SharePoint tickets resolved on priority to avoid churn during last minute. For the ones
pending with ROC for confirmation, please take help of Global Ops Support Managers
[email protected].
o Sample message in last two hours before APOC closure (7.30 pm IST): Hi SAP and COSMIC Teams, as we
are nearing APOC region close, this is a gentle reminder to get all the APOC region tickets resolved ASAP.
For the ones pending with ROC for confirmation, please take help of Fu Sing [email protected].
o Sample message in last two hours before EOC closure (2.30 am IST): Hi SAP and COSMIC Teams, as we are
nearing APOC region close, this is a gentle reminder to get all the EOC region tickets resolved ASAP. For the
ones pending with ROC for confirmation, please take help of Aisling [email protected]
o Sample message in last two hours before AOC closure (10.30 am IST): Hi SAP and COSMIC Teams, as we
 are nearing APOC region close, this is a gentle reminder to get all the AOC region tickets resolved ASAP. For
the ones pending with ROC for confirmation, please take help of Kevin [email protected]

➢ IC must be ready to give updates on all tickets on whiteboard.

➢ Stay active on call. Before handover ensure all your shift SP tickets are addressed.

Closure Timelines
Lotus Close: 11:15 PM IST, APOC* Close: 09:30 PM IST, EOC* Close: 04:30 AM IST, AOC* Close: 12:30 PM IST
*APOC, EOC and AOC times will change by daylight savings. PMP is only applicable for APOC & EOC during Quarter ends.

PMP: Post Midnight Processing [Up to AOC close]

OTRRR: On Time Renewal Revenue Recognition - OLS Deals
ICOE Stop VL ports: Between 11:45 AM to 12:00 PM IST (on 1st).
SAP Final Job run: Between 12.08 PM to 12.12 PM IST (on 1st).

Template to ping in systems bridge chat 30 mins before cut-off time: Cases uploaded after 8 PM GMT for EMEA, 8 PM SGT for
APOC and 8 PM PT for AOC on the last day will be supported with best effort basis.

Cut off times are 5.30 PM IST for APOC, 1.30 AM IST for EOC, and 8.30 AM IST for AOC.

No Coverage ticket will be taken post 10:30 PM PST. If need GOSM concurrence and approval needed, so that SOPs will work
on best effort basis only.

3. Capability vs Team Mapping

Owning Team Capability
CRS MBS ASSET MANAGEMENT SOPS MBS
CRS MBS ORDERING SERVICE SOPS MBS
CRS MBS AGREEMENT SERVICE SOPS MBS
CRS MBS CORE SERVICE SOPS MBS
CRS MBS Asset Management SRE MBS
CRS OEM Foundation DOC SOPS OA/OEM
CRS OEM Foundation Sales Out SOPS OA/OEM
CRS OEM Activation Purchasing and Billing SOPS OA/OEM
CRS OEM Activation PQ SOPS OA/OEM
CRS OEM Foundation COA Management SOPS OA/OEM
CRS OEM Activation AutoPilot SOPS OA/OEM
CRS OEM Activation Fulfillment SOPS OA/OEM
CRS OEM Foundation Agreement and Products SOPS OA/OEM
CRS OEM Activation AuthZ and AuthN SOPS OA/OEM
CRS OEM Foundation Misc SOPS OA/OEM
CRS OEM Foundation Reporting SOPS OA/OEM
OEM Foundations SE OA/OEM
OEM Foundation SE OA/OEM
OEM Activation SE OA/OEM
OEM Activation SRE OA/OEM
CRS VL Agreement VLCM VL Agreements
VL Agreements Services SE VL Agreements
CRS VL Assets VLFS SOPS VL Assets
CRS VL Assets CLP Calculation Engine SOPS VL Assets
CRS VL Assets VLSC SOPS VL Assets
CRS VL Assets VVR SOPS VL Assets
CRS VL Assets VLFS SOPS VL Assets
VL Fulfilment Services SE VL Assets
CRS VL Core Unified Notification System (UNS) SOPS VL Core
CRS VL Ordering eMSL SOPS VL Ordering
CRS VL Ordering MOET SOPS VL Ordering
CRS VL Ordering GRT SOPS VL Ordering
CRS VL Ordering MOLP SOPS VL Ordering
VL Ordering Service SE VL Ordering
CRS VL PDMM Home_Depot-MSPRSQL SOPS VL PDMM
CRS VL PDMM End Item Tool SOPS VL PDMM
VL Provisioning Services SE VL PDMM
CRS VL Pricing Workflow Routing and Approval (BCWEB and WRAP) SOPS VL Pricing
CRS VL Pricing Quoting - MS Quote SOPS VL Pricing
CRS VL Pricing MOPET Approval Site (AWS) SOPS VL Pricing
CRS VL Reporting Explore.MS SOPS VL Reporting
CRS VL Reporting EOLAS SOPS VL Reporting
CRS VL Reporting Licensing Information Repository (LIR) SOPS VL Reporting
CRS VL Reporting APOC Licensing Reporting Tool (APLRT) SOPS VL Reporting
CRS VL Reporting Call Logging Tool (CLT) SOPS VL Reporting
VL Reporting SE VL Reporting
VL Reporting Services SE VL Reporting
CRS VL Assets LIQ LPT SOPS VL USS
4. Email Management
Take ownership during shift and ensure not to miss any mails.

1. APOC: - 6.30 am to 3.00 pm, EOC: - 2.30 pm to 11.00 pm and AOC: - 10.30 pm to 7.00 am.
All mails must be read/actioned during shift based on the above timelines.
2. Set a flag on mails where are important/ action needed from team
3. Send follow-up mails to team if mail are not actioned on – Need to verify closely
4. Do open queue audit (throughout shift) and send mail to team on cases where action is pending from SOps.
Aim is to stay current.
5. Ensure ICM dl (IcM Incident Management [email protected]) is looped in mails.
6. In case of any incident start a bridge (as per requirement), inform all stakeholders and request team to do
BVT (as per requirement). Consolidate BVT report and send intermittent updates to team.

5. Handover Call
1. Before handover, pull tickets resolved in shift (for KB), aged tickets and active tickets.
2. During attendance, IC must get acknowledgement from current shift analyst(s) and then from next shift
analyst(s). Team should not join remotely in hand-off call.
3. For analyst reporting late and on unplanned leaves, email communication should be sent by team before
hand-off call looping SM, IC and portfolio DL.
4. During hand-off call after taking attendance, IC must discuss actionable tickets (where keyword is blank in
ICM) and aged ticket for that respective region and tickets for which KB is blank.
5. In APOC-EOC and AOC-APOC hand-off calls, IC must discuss on DVR updates. In case of active LSI, discuss in
EOC to AOC call too.
6. If any case is resolved as “Invalid Escalations” we must ask team "Did any other team who are in call now
ever encountered such issue". This is because we need to know if the ticket can be transferred internally
among CRS team before sending mail to SD team. If ticket can be transferred ping the ICM in call and ask
the new owning team to change “Owning team” and “Owner” in ICM tool. If ticket cannot be transferred
internally then ask team "Did you send mail to SD leads and Parth on this invalid escalation".

7. WSR Related Activities

1. Open the Power BI Link and set the required date range.
2. Pull details for TTR Missed, Aged, Reactivation, and SE Escalations, Spikes and Dips.
3. Send mail to team (in exactly the same format) for comments and selecting appropriate buckets.
4. Discuss in Handover call from which team data is pending
5. Consolidate the data of TTR Missed, Aged, Reactivation, SE Escalations and Spike_Reduction Reason.

8. How to pull WSR Data

1. WSR data should be pulled every Monday after 12:30 PM IST. Select Resolved Date from 1st of month to Last Sunday
2. Open the Live Data Power BI Link and set the required date range.
3. Export Raw Data and remove duplicates. Ticket count in raw data should match with “DVR Resolved Report”
4. TTR Missed: - Delete all rows for which “Has Breached” = 0. Arrange the columns in the same order as given in last
week WSR Sheet. Calculate SD Delay cases, add “Delay from SD” bucket and update comments.
5. Aged: - Age = Resolved Date – SNOW Created Date. Owner columns can be Vlook Up from DVR Resolved report.
Arrange the columns in the same order as given in last week WSR Sheet. Calculate SD Delay case & SOps delay.
6. Reactivation: - Delete all rows for which “Reactivation Status” = 0. Arrange the columns in the same order as given in
last week WSR Sheet.
7. Taxonomy: - We get this from Live Raw Data sheet.
8. SE Escalation: - Open the Power BI link and Export WSR_SE Escalated. Add SLA, Escalation Time and Has Met as per
formula below
Severity SLA
1 1
3 4
4 12

Escalation Time = (SE Escalated Time-SOps Escalated Time) * 24

Has Met=IF(SLA>Escalation Time,TRUE,FALSE)
 9. Spikes and Dips: From Power BI report pull 2 months data. For Example if you are pulling date in December
2019, data range must be set to November 1st 2019 to December 2019. In the “Resolved Time” column
delete the rows which came from Monday (Consider data only up to Sunday PST). For example if you are
pulling data on October 15 for October 1st to October 13th WSR delete all data from September 14 to
September 31st. Also delete all date from October 14th. Paste both months resolved data in 2 separate sheets
and do pivot for both of them.

Do Vlookup to get both months data into a single Sheet. Replace “#N/A” with 0 and subtract Current month-Last
month. For Spikes consider all cases where difference is more than 10. For dips consider the Top 5 dips. Send data to
team in the same format as given in last week WSR Sheet.

8. Support DL’s for Team

ServiceNow Support:
SD: XIT ODC Team [email protected]; XIT Customer Operations Queue [email protected]
SOPs: ServiceNow SO Team [email protected]
SE: ServiceNow Eng and Automation Mgmt [email protected]
ICs: IT4IT Incident Coordinators [email protected]

IcM Support:
IcM Support [email protected]

Microsoft Teams Support:

SD: MS Teams Rangers Followup [email protected]
ICM Owning Service: Microsoft Teams Support
ICM Owning Team: Rangers Followup

ICOE SOps DL: Microsoft Integration SO [email protected]

For any ServiceNow issues (including ServiceNow to IcM dispatch) ➔ email @XIT Customer Operations Queue

For any issues related to ServiceNow to IcM dispatch @XIT Customer Operations Queue will reach @ServiceNow
Eng and Automation Mgmt before reaching out to icm support.

VL Team VL Applications
Agreements MSDN XENA, VLCM(Eagreements), Web Services
Entitlements CRS, EMC, OLS, SAB, SMC, TSC, VVR
Fulfilment Compliance LPT, EOpen, MOLP, MOVE, MSDN Regtool, Open Print, PMolp, VLAS, VLSC
LicenseIQ LicenseIQ
Ordering MOET, MSL/EMSL, POET, RO Tool
Pricing & Quoting AWS, BCWeb, E3, MS Quote, OMS, PromoWeb, VLCDD, WRAP
Reporting APOC Local Tools, CLT, EOC Local Tools, EOLAS, ESA, Explore.MS, LIR, Vellum
Ordering ICM Queues

ICM queues for order/invoice related issues for all severities (0/1/2/3/4).

New ICM Areas Responsible Dev Lead IC POC

Commerce India ROC eMSL , Ordering Data Platform, Mani Kumar
Purchase ICM Team Print Tools Nagavarapu Sundeep Kamath
POET, MOET, Ordering Supporting
Commerce India Partner Sushant Srivastava ;
Services (True up, step up, Bhupesh Guptha
Purchase ICM Team Mathan Raju
reservation opportunities etc.) Muthiyalu
Commerce India Purchase
Order Transactions, Open APIs
Transactions ICM Team Mrudu Pallavi Ram Mada
Commerce India Credit and Order Credits (GRT, VL Credits)
Shared Services ICM Team and Order Shared Services Swapnil Bajaj Namadev Nalawade
Commerce India Invoicing
Invoicing & Gallacake
ICM Team Sreedhar Gade Chandrashekhar Boini

OEM ICM Queues

IcM Team Name Email Alias Contact

OEM Reporting CFSECReportingTeam Dina
OEM Reporting - HAWK CFSECReportHAWKTeam Dina
OEM COA Ordering CFSECCOAOrderingTeam Mani
OEM DPK Ordering CFSECDPKOrderingTeam Mani
OEM MDOS Ordering CFSECMDOSOrderTeam Mani
OEM Product and Pricing CFSECProductPricTeam Naveen
OEM Customer Mastering CFSECCustMastTeam Radhika
Device Directory Service (DDS) DRI Membership Experiences Ramoji
OEM COA Fulfillment CFSECCOAFulfillTeam Ramoji
OEM DPK Fulfillment CFSECDPKFulfillTeam Ramoji
OEM MDOS Fulfillment CFSECMDOSFulfillTeam Ramoji
OEM Dev/Ops SAP Commerce Rudresh/Hari
OEM Company & Agreements – CAT CFSECCompAgreeTeam Shwetha
Azure GTM & DNS Network Operations
CRSPRE CRS Platform Reliability Engineering
Enterprise Integration EC DRI ICOE
Enterprise Integration Service Operations Integration Platform Services
MSA Prod Tier 2 (High Sev Escalations /
Incidents) Microsoft Account
OEM Accenture Apps MOO-HAWK-CAT Original Equipment Manufacturer
OEM Agreements – CAT Original Equipment Manufacturer
POEDS DRI V Team PRSS - POEDS