STT INFOSHARE SUPPORT HANDBOOK
STT INFOSHARE SUPPORT HAND BOOK Version 1.0 (BETA)
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Designed by Jenish shah, Brijesh Tekrawala
STT INFOSHARE SUPPORT HANDBOOK
Overview of Contents
STT InfoShare Support Goals and Commitments .............................................................. 3 JZero Process Policy and agreement .................................................................................. 4 Introduction ........................................................................................................................... 5 How is the Hand Book organised?....................................................................................... 6 Roles and Responsibilities ................................................................................................... 7 Roles and Responsibilities ................................................................................................... 8 Your Current Roles ............................................................................................................ 10 Responsibilities of your role ............................................................................................... 11 Processes............................................................................................................................. 13 Index to Processes............................................................................................................. 14 Coming soon ........................................................................................................................ 20 Frequently asked questions ............................................................................................... 20 Feedback .............................................................................................................................. 21
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STT INFOSHARE SUPPORT HANDBOOK
STT InfoShare Support Goals and Commitments GOAL The goal of the STT InfoShare support handbook is to help JZero staff to provide complete guide for supporting STT InfoShare project.
Effective management of supports Better communication with client and STT team. Professionalism Zero Human Support System Automation Improve Productivity
COMMITMENT I am committed 6..
to follow process & policies to make team to follow process & policies to deliver exactly what is required. Precisely, in every respect. to Manage Alls my task, each and every task, fully and completely. to being responsible, to causing it to happen yourself. to doing WHATEVER it takes. to follow world’s best practice. to improving productivity. to learning. to communication.
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STT INFOSHARE SUPPORT HANDBOOK
JZero Process Policy and agreement
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STT INFOSHARE SUPPORT HANDBOOK
Introduction What is the STT InfoShare Support Hand Book? STT InfoShare Support Hand Book is a central point where we detail all the ways that we handle support. The STT InfoShare Support Hand Book brings together all our existing processes in one place. Why do we have it? A company consists of people and processes. A successful company must have the best people and the best processes. By having all our processes documented, we have a clear understanding of what we are expected to do, and how we should work. This allows us to have a future of continual improvement, where we meet and exceed client’s needs. Who should read it? This manual should be read by each and every STT InfoShare team member. Although some processes may not apply to you directly, we encourage all to understand processes, and to openly join in the improvement process. Can I change a STT InfoShare Support Hand Book? Every single member of STT InfoShare team can make suggestions to change and improve a process. We encourage suggestions for change from everyone. Why do I have to keep it on my desk? It is important that these processes become part of your everyday work and that you have immediate access to them. Having them all in one place on your desk is the best way to do this. Do I have to follow the processes? Yes. Everyone in the team has to follow the processes, there are no exceptions. The processes define how we operate. What if client wants something in a rush, or a website has gone down, do I still need to follow? Yes, the process should be followed at all times. There will be allowances in the processes for “emergency situations” which will allow some immediate shortcuts to be made. However these should be used sparingly, and not resorted to on a day by day basis.
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STT INFOSHARE SUPPORT HANDBOOK
How is the Hand Book organised? Roles and Responsibilities All of JZero’s work is divided up into different roles, with each role having certain responsibilities. The area details what those responsibilities are. A person can have more than one role – for instance, they may be a Team Leader and a Developer. Find your roles and see what you are responsible for!
Processes These are the processes that describe how we operate at JZero. Read through the processes, and understand them. At the start of this section you will see an Overview Process that shows you all the other processes.
Measurement This area details: o How the processes will be monitored. o How Productivity will be calculated
Procedures These are procedures and checklists that we use to detail a step by step method to follow when doing a particular task, when this level of detail is required.
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STT INFOSHARE SUPPORT HANDBOOK
Roles and Responsibilities
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STT INFOSHARE SUPPORT HANDBOOK
Roles and Responsibilities What are Roles and Responsibilities? All of work is divided up into different roles, with each role having certain responsibilities. As a company JZero has many different tasks that need to be performed. It is sensible then to group all related task into a ‘Role’ that covers a group of tasks. This makes it easy for someone to take on that role. For each Role, there is a set of responsibilities. This details the work areas that a person holding that role should do. It lists the area the role is generally responsible for, and what specific things the person holding that role must do. How can you have more than one role? A person can have more than one role that they perform. A person can have more than one role – for instance, they may be a STT SUPPORT MONITOR, and a STT DEVELOPER. For instance: • Yogesh is STT SUPPORT MONITOR, yet at other times he does the work of a STT DEVELOPER. • Brijesh is the SUPPORT MANAGER and at other times performs the role of STT PROCESS MANAGER and edits and changes some process on the system. Don’t forget the roles group together related tasks. You can have more than one role. How do you know what roles you hold? The roles that are held by which people will change over time, and will be announced at that time. The Current Roles that are held by staff are listed in the following page, in the table CURRENT ROLES.
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STT INFOSHARE SUPPORT HANDBOOK
A story about Everybody, Somebody, Anybody, and Nobody This is a story about four people: Everybody, Somebody, Anybody, and Nobody. There was an important job to be done and Everybody was asked to do it. Everybody was sure Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody's job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody when actually Nobody asked Anybody.
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STT INFOSHARE SUPPORT HANDBOOK
Your Current Roles
JZERO STT Support Development Team July, 2010
STT SUPPORT MONITOR
Bhargav Bhandari
Yogesh Solanki
STT SUPPORT MANAGER
Jignesh Patel STT Support Manager L2
Chetan Merai STT Support Manager L2
Brijesh Tekarwala STT Support Manager L1 and L2
STT SUPPORT DEVELOPER
Harshit Sharma
Launching & Tracking Course
Keyuri Mirstry
Launching & Tracking Course
Tanvi Shah
Training Plan & Reports
Jignesh Patel
Launching & Tracking Course
Yogesh Solanki
Nevil Bhagat
Check Installation
Setup Kit
Mihir Sheth
Sandip Uchdadiya
Launching & Tracking Course
Setup Kit
Kruti Pushtiwala
Training Plan
Parimal Dhimmar
Setup Kit
STT SUPPORT PROCESS TEAM
Jenish Shah STT Process Mentor
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Brijesh Tekarwala STT Support Manager
Niharika STT Support Manager
Jinal Bhajiwala
Dhaval Panchal
Reports
Check Installation
Chirag Limbachiya
Setup Kit
STT INFOSHARE SUPPORT HANDBOOK
Responsibilities of your role This area details the responsibilities of your role. Find out your roles, and look up your responsibilities.
Role Responsibilities – STT Support Mentor General Responsibilities Responsible to mentor all staffs about process. Specific Process Related Responsibilities:
Develop Beliefs for Processes Develop Behaviours for Processes Develop Creativity Communicate with STT Process Managers
Role Responsibilities – STT Support Monitor General Responsibilities: Support Monitoring and communication with client. Specific Process Related Responsibilities: Monitor incoming email and tickets Evaluate emails. Coordinate will team to get solution of problem Communicate to client Update to solution centre for future use.
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STT INFOSHARE SUPPORT HANDBOOK
Role Responsibilities – STT Developer General Responsibilities Provide Technical support to team. Specific Process Related Responsibilities Responsible for successful execution of a development task to meet the requirements. Responsible to follow architectural guidelines and coding standards, and coding best practice. To seek clarification where task solution is not well defined. To follow any standardised Task Procedures available. Raise the queries or issues on time to ensure the deadlines will not get effected or we can raise it to client as early as possible. Ensure deadline and do proper communication in case of any problem with development which can effect the deadline or quality of work. Ensure learning / skills improvement.
Role Responsibilities – STT Process Manager (Apply to STT Process Manager L1 and L2) General Responsibilities Responsible overall for the running of the process system. Specific Process Related Responsibilities: Read, know and understand the Process manual Organise team reviews of Process changes Organise Drafting of any process changes Organise Approval of any process changes Organise manuals are updated and kept on everyone desks. Arranging spot tests as appropriate on Process Identify and assist in production of Task Procedures for any Task that are deemed to require them.
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Processes
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Index to Processes STT InfoShare Create Support Ticket Process....8.888888888..15 STT InfoShare Support Execution process888888888888.....16 Master Functionality document update process8888888888817 JZERO communication with STT team process 8888888888818 STT Support tickets weekly monitoring process ..888888888819
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Process Name: Process Date: What process covers?
STT InfoShare Create Support Ticket Process July 2010 Covers how STT Team will create ticket and how JZero team handle it.
STT SUPPORT TICKET GEN ERATION PROCESS
Download Link for Document: http://www.jzero.com/process/documents/STT_SUPPORT_TICKET_GENERATION_PROCESS.doc http://www.jzero.com/process/documents/STT_Contact.zip
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Process Name: Process Date: What process covers?
STT InfoShare Support Execution process July 2010 Covers over view of the STT InfoShare support Execution
STT INFOSHARE SUPPORT EXECUTION PROCESS Version 1.0 (BETA)
Monitor Support by Emails and Mojo Tickets STT SUPPORT MONITOR
Assign ticket to sttteam@jzero.com and start work
Search in support Center
Find Solution ?
Yes
Communicate to Client using predefined template
TICKET CLOSURE PROCEDURE
No Contact STT SUPPORT MANAGER L2 based on master functionality document
SUPPORT FUNCTIONALITY MASTER LIST
STT SUPPORT MANAGER L1
Execute the support Or Assign to STT Developer
Communicate to STT SUPPORT MONITOR STT SUPPORT MONITOR
STT SUPPORT MANAGER L2
Execute the support and communicate
Communicate to Client using predefined template
TICKET CLOSURE PROCEDURE
STT DEVELOPER
Download Link for Documents: http://www.jzero.com/process/documents/JZERO_SUPPORT_TICKET_CLOSURE_PROCEDURE.doc http://www.jzero.com/process/documents/STT_SUPPORT_FUNCTIONALITY_MASTERLIST.doc
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Process Name: Process Date: What process covers?
Master Functionality document update process July 2010 Covers over view of the how we can update master functionality document.
SUPPORT FUNCTIONALITY MASTER LIST
Download Link for Document: http://www.jzero.com/process/documents/STT_SUPPORT_FUNCTIONALITY_MASTERLIST.doc
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Process Name: Process Date: What process covers?
JZERO communication with STT team process July 2010 Covers over view of the how we can update master functionality document.
JZERO COMMUNICATION WITH STT TEAM PROCESS Version 1.0 (BETA) Generate Support List
Generate support list of last one week on every Thursday
Send list to STT Jzero team and STT Kaplan Team
STT SUPPORT MONITOR
Web Conference Needed?
STT KAPLAN TEAM decide web conference needed in week or not
Web Conference
Generate Support List and do Web conference STT TEAM
Web Conference
Suggestion and improvements
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STT KAPLAN TEAM
Process Name: Process Date: What process covers?
STT Support tickets weekly monitoring process July 2010 Covers over view of the how we can update master functionality document.
STT SUPPORT TICKETS WEEKLY MONITORING PROCESS Version 1.0 (BETA)
Weekly review Tickets in Mojo Helpdesk STT SUPPORT MANAGER
STT Support Manger checks open tickets
Follow-up open tickets and intimate to STT Team
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STT SUPPORT TEAM
Coming soon
Frequently asked questions
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Feedback Send email to process@jzerosurat.com for any feedback or suggestions.
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