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Ore - 20220923201401

The document announces a new two-way closure mechanism for service requests submitted by bank branches in the S-CORE application. Under the new process, branches will be able to cancel requests, and analysts will provide solutions and change the status to "Solution Provided - Branch to Confirm & Close". Branches can then close the request if resolved, or re-assign it if not. The new process aims to improve IT support and ensure problems are satisfactorily resolved according to branches. Branch managers are responsible for ensuring requests are closed once solutions are provided.

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Balayya Pattapu
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23 views3 pages

Ore - 20220923201401

The document announces a new two-way closure mechanism for service requests submitted by bank branches in the S-CORE application. Under the new process, branches will be able to cancel requests, and analysts will provide solutions and change the status to "Solution Provided - Branch to Confirm & Close". Branches can then close the request if resolved, or re-assign it if not. The new process aims to improve IT support and ensure problems are satisfactorily resolved according to branches. Branch managers are responsible for ensuring requests are closed once solutions are provided.

Uploaded by

Balayya Pattapu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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eCircular

Department: STATE BANK GLOBAL IT CENTRE


Sl.No.: 705/2022 - 23
Circular No.: IT/GLOBALIT-ITOPS/11/2022 - 23
Date: Fri 23 Sep 2022

All Offices of State Bank of India

S-CORE – Two-way closure mechanism

With a view to improve the IT support to branches, and to ensure that, problems
reported by branches are attended to the satisfaction of branches, it has been decided
by the competent authority to implement a two-way closure mechanism for Service
Requests submitted by branches in the S-CORE application. As per the new
functionality, a Service Request in S-CORE would be considered as dealt with only after
being closed by the branch in S-CORE.

Following are the changes in S-CORE application to implement the two way closure
mechanism:

 Branches create service requests in S-CORE using the “Create Request” option.

 Service request to be routed to respective office LHO / GITC based on the


application & category of the request selected by the branch.

 Branches will have the option to cancel the service request at any point of time.

 Analysts at LHO/GITC to provide solution for the requests and change the status
to “Solution Provided – Branch to Confirm & Close”.

 In case immediate solution cannot be provided by the Analysts, status of the


service request will be in any one of the following:

o For code change requirement, the status to be changed to “Code Change


Required” with tentative date of code promotion.
o In case, business rules are not available, GITC team will take up with the
concerned business department and the request status to be changed to
“No Business rule- reply awaited from BU”.
 Automatic SMS & email will be sent to the branches once the status is changed
as described above.
 Once the branch receives the solution from the analyst, they can perform any
one of the following actions
o Issue is resolved: Change the status of the request to “Closed by Branch”.
o Issue is not resolved: Change the status to “Re-Assign”. Once branch
selects “Re-Assign”, the request will get re-assigned to the same analyst
who had previously attended the request. Any request, if needs to be “Re-
Assign”, should be done within 15 days from the solution provided date.
After 15 days branches should originate a new service request with Ticket
number of earlier service request for reference if not satisfied with solution
provided.
 Branches need to mark the service request as “Closed by Branch” for which
satisfactory resolution has been provided. If Branch is not satisfied with the
resolution provided, they can “Re-assign” the service request.

 Service requests with status “Solution Provided – Branch to Confirm & Close” will
be pending at branches for closure.

Escalation Matrix of service request pending for Closure at Branches is as under


RBO/AGM-ITS - After 7 days
DGM(CDO)/ DGM(B&O) – After 14 days
CGM(Circle)/CGM(NBG-Ops) – After 30 days

 To have an efficient supervisory control and to evaluate the performance of the


analysts on problem resolution, branches are advised to provide genuine “Rating
& Feedback” on quality of resolution for all service requests originated by them in
S-CORE while closing the request.

 RBOs (Controllers) and AGM-ITS of respective LHOs to ensure that branches


close the service requests in S-CORE once solution is provided.

Please arrange to advise all branches / officers under your control.


State Bank of India
Global IT Centre Chief General Manager
CBD Belapur (Core Banking & Special Projects)

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