STANDARD OPERATING PROCEDURE (SOP) TOOL USER … · Standard Operating Procedure (SOP) is a part of...

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STANDARD OPERATING PROCEDURE (SOP) TOOL

USER GUIDE Version 1.3

SOP tool User Guide

Copyright © 2015. All Rights Reserved. Tech Mahindra Confidential. of 30

TABLE OF CONTENTS

1 OVERVIEW ........................................................................................................................... 3

1.1 CUBES – A BRIEF INTRODUCTION ....................................................................................................... 3

2 STANDARD OPERATING PROCEDURE (SOP) .......................................................................... 4

2.1 OVERVIEW .......................................................................................................................................... 4

2.2 SYSTEM REQUIREMENTS ..................................................................................................................... 4

2.3 ELEMENTS IN SOP TOOL...................................................................................................................... 4

2.4 LOGIN TO CUBES ................................................................................................................................. 5

3 ROLES & FUNCTIONALITIES IN SOP TOOL .............................................................................. 6

3.1 ADMIN ................................................................................................................................................. 6

3.1.1 Create Products/COTs, Technology or SubDomain ............................................................. 6

3.1.2 Create/update Automation Type and Activity Type ............................................................... 7

3.1.3 RCA Configuration ................................................................................................................ 7

3.2 PM ..................................................................................................................................................... 8

3.2.1 Approve/Reject SOP/RCA/RMCB ......................................................................................... 8

3.3 ASG USER ....................................................................................................................................... 10

3.3.1 View compliance/coverage information............................................................................... 10

3.3.2 Create/view/update SOP ..................................................................................................... 12

3.3.3 Create/view/update RCA ..................................................................................................... 16

3.3.4 Create/view/update KEDB .................................................................................................. 20

3.3.5 Create/view/update RMCB documents ............................................................................... 23

3.3.6 View created documents ..................................................................................................... 28

4 DOCUMENT HISTORY...........................................................................................................29

SOP tool User Guide


1 OVERVIEW

The purpose of this document is to help the audience understand the CUBES framework, and the SOP

tool in detail. This document can be referred by the Admin/PM/ASG users, to navigate the SOP tool.

1.1 CUBES – A BRIEF INTRODUCTION

CUBES is an intelligent E2E out-of-the-box Managed Services solution, which comprises of tools

spanning major services of Application Management Service (AMS) such as Service Operations,

Monitoring, and Service Operation Transformation. It applies the ITIL framework principles that enable

Automation, Predictability, Throughput Optimization and Shared Services. The Cubes framework tools

provide a complete and rich platform, ideal for any business operation irrespective of its size.

The following tools are categorised to form CUBES:

Area Tool Full Name

Transition JSK Jump Start Kit

Monitoring TAAM Technology Agnostic Application Monitoring

NAGIOS Open Source Monitoring Solution

Project Management PBS Point Based System

Task Manager Project Management for Task allocation

Knowledge Management

SOP One stop repository for Standard Operating Procedure, RCAs & KEDB

Reporting SLAM SLA Manager

Transformation CSIP Continuous Service Improvement Planner

ADCMM Application Delivery Capability Maturity Model

Ticketing OTRS Open Ticket Request System

Shared Services Workbench AMS consolidated work bench

SOP tool User Guide


2 STANDARD OPERATING PROCEDURE (SOP)

2.1 OVERVIEW

Standard Operating Procedure (SOP) is a part of the AMS Cubes tools platform. The tool serves as a

framework/repository for creating and maintaining the critical documents for your operations. The tool

aims to centralize all the documents at one place, for quick reference and easy retrieval. Apart from

SOPs, Route cause analysis (RCAs), Known error database (KEDB) and Release Management Control

Board (RMCB) records are also stored in this repository.

SOP’s are the policies, procedure or standards used for reference in application support and

maintenance, marketing, and administration disciplines within your business. When an incident or a

service request raised by user occurs repeatedly, the maintenance solution for the same is recorded as

a SOP. This holds true for RCAs as well where the SOP is maintained for an RCA call, for solving the

future occurrences of similar issues.

SOP provides:

Standard quality maintenance for your business

Convenience in accessing SOPs – quicker and easier

Graphical representation on review procedures

Easier to get updates on review

Quality assurance and elimination of overheads

2.2 SYSTEM REQUIREMENTS

Hardware/Software Requirement

System Desktop Machine

Minimum Memory RAM: 4GB; HDD: 500GB

Operating System Windows Server 2008 R2 Standard 64-bit and above

IIS IIS 7 and above

Framework .NET Framework 4, OpenXML 2.5, Enterprise Library 5.0

Explorer IE 9 and above

Database Oracle 10g (OR) SQL Server 2008 database and above

Content Management Server

Access to moss.techmahinda.com or SharePoint Foundation Server 2010 with SQL Server

2.3 ELEMENTS IN SOP TOOL

The following are the basic elements in the SOP tool:

SOP – Standard Operating Procedures (SOP) are used as the standard procedures for

various AMS operations.

RCA – Route Cause Analysis (RCA) for an incident/issue is recorded here. It can be linked

with a corresponding SOP.

KEDB – Known Error Database (KEDB) contains the information about known and

repeated errors/issues. They are also linked to the corresponding SOPs and RCAs

associated with the error/issue.

SOP tool User Guide


RMCB – Release Management Control Board (RMCB) documents refers to the process

checklist or questionnaire that must be filled by application managers and approved by

senior management, prior to deployment.

2.4 LOGIN TO CUBES

In the CUBES login page, enter the login credentials and click on the Login option.

Figure 1: CUBES login page

The CUBES home page is displayed.

Figure 2: CUBES Home Page

Note

The CUBES framework has two primary configuration roles:

Super Admin – has rights to override all account configurations.

Admin – manages the tool level configurations.

SOP tool User Guide


3 ROLES & FUNCTIONALITIES IN SOP TOOL

3.1 ADMIN

The Admin is responsible for the creation of products/COTs, technology and subdomain,

creation/update of Automation Type, Activity Type, and RCA configuration.

3.1.1 Create Products/COTs, Technology or SubDomain

1. In the CUBES home page (see Figure 2), click on the SOP icon. The SOP dashboard for Admin role

is displayed.

Figure 3: SOP Admin Dashboard

2. To create a new product/COT: In the Products or COTs tab (see Figure 3), select the relevant

Application from the drop-down list, and enter the suitable Product/COT name. Once completed,

click on the Insert option. The product/COT is now created for the selected application.

3. To create a technology: Click on the Technology tab.

Figure 4: Create new Technology

Select the relevant Application from the drop-down list, and enter the suitable Technology name.

Once completed, click on the Insert option. The technology is now created for the selected

application.

4. To create a subdomain: Click on the SubDomain tab.

Figure 5: Create new SubDomain

SOP tool User Guide


Select the relevant Application from the drop-down list, and enter the suitable SubDomain name.

Once completed, click on the Insert option. The subdomain is now created for the selected

application.

3.1.2 Create/update Automation Type and Activity Type

1. To create or update Automation Type: In the SOP Admin dashboard (see Figure 3), click on the

Automation Type tab. The details of current Automation Types are displayed.

Figure 6: Automation Type

2. Enter the suitable Automation Type name, and click on Insert. The Automation Type is now

created. To edit or delete an existing Automation Type, click on the relevant icon ( or )

against the desired Automation Type to make the changes.

3. To create or update Activity Type: In the SOP Admin dashboard (see Figure 3), click on the

Activity Type tab. The details of current Activity Types are displayed.

Figure 7: Activity Type

4. Enter the suitable Activity Type name, and click on Insert. The Automation Type is now created.

To edit or delete an existing Activity Type, click on the relevant icon ( or ) against the

desired Activity Type to make the changes.

3.1.3 RCA Configuration

1. In the SOP Admin dashboard (see Figure 3), click on the RCA Configuration tab.

SOP tool User Guide


Figure 8: Automation Type

2. Select the desired checkboxes, and click on Submit. The selected RCA configuration is saved.

3.2 PM

The PM role is primarily responsible for the approval/rejection of created SOPs, RCAs and RMCBs.

3.2.1 Approve/Reject SOP/RCA/RMCB

1. In the CUBES home page (see Figure 2), click on the Dashboard option. The dashboard for PM role

is displayed.

Figure 9: PM Dashboard

2. Click on My list on the side menu. The list of created documents (SOP, RCA, and RMCB) is

displayed for approval.

SOP tool User Guide


Figure 10: My List page (PM)

Note

PM can click on the Public option to make a SOP, RCA and KEDB document public for all the applications under a single contract.

3. Click on the Doc Id of the document to approve/reject. The Document preview page is displayed.

Figure 11: Document Preview page

4. Click on the Update Status option. The Update Status dialog box is displayed.

Figure 12: Update Status dialog box

SOP tool User Guide


5. Select the suitable radio button for the document status (Approve/Reject/Delete), and click on

Update. The PM can provide any comments, if needed.

6. If approved, the document is made available for other users to access. If rejected, the document is

displayed in “Returned back” status in the user’s My List page.

Figure 13: Reject document message

Figure 14: Rejected Document (in user's My List page)

3.3 ASG USER

The ASG User role can perform the following functionalities: Create/view/update SOPs, RCAs, KEDBs,

RMCB and View compliance/coverage information.

3.3.1 View compliance/coverage information

Note

This functionality is available for the PM role as well.

1. In the CUBES home page (see Figure 2), click on the SOP icon. The SOP dashboard for User role

is displayed.

SOP tool User Guide


Figure 15: SOP User Dashboard

2. Select the relevant application from the dropdown list, and select the time period. Click on Search

option.

Figure 16: Dashboard >> View Information

3. The RCA SLA Compliance (P1, P2), SOP usage, and KEDB coverage information for the selected

search criteria is displayed.

SOP tool User Guide


Figure 17: Dashboard search results

4. The user can also search for any document by entering information in the search box on thedashboard. The documents matching the search criteria will be displayed.

Figure 18: Search box (Dashboard)

3.3.2 Create/view/update SOP

1. In the SOP User Dashboard (see Figure 15), click on the SOP option on the side menu. The SOP

page is displayed with details of all the approved SOPs related to the applications assigned to the

user.

Note

Any approved SOP created by users with access to a particular application will be displayed in the SOP page of all users of that application.

SOP tool User Guide


Figure 19: SOP page

2. To create a new SOP: Click on the Create New SOP option. The Create SOP page is displayed.

Figure 20: Create SOP page

SOP tool User Guide


Note

The no. of Approvers for an application depends on the configuration settings set during the application mapping at Cubes Framework level. For more information, refer to the Cubes Framework user guide.

Note

If any of the details (e.g. Application type, Approver details etc.) are not being populated

correctly, it could be a configuration error. Kindly contact your Cubes administrator.

3. Enter relevant information in the fields provided. The user can link incidents, service requests,

attach action plan documents with the SOP, and even tag the SOP under a specific name.

Figure 21: Link Incident page

Figure 22: Link SR page

4. Once completed, click on Finish. The SOP is now created and submitted for supervisor approval.

Once approved, the SOP can be accessed by other users.

Note

Users must click on the Save option, if they wish to complete the SOP at a later time. The saved document can be completed at a convenient time by selecting it from the user’s My list.

5. To edit/update a SOP: In the SOP page (see Figure 19), click on the edit icon ( ) against the

SOP that needs to be edited. Alternately, the user can also view the created documents from their

My List page (click on the My List option on the Dashboard), and select the edit option. The Edit

SOP page is displayed.

SOP tool User Guide


Figure 23: Edit SOP page

6. Provide relevant information in the fields provided. Once completed, click on Finish. The SOP is

now submitted with new information.

Note

Users must click on the Update option, if they wish to complete editing the SOP at a later time. The saved document can be completed at a convenient time by selecting it from the user’s My list.

7. To search and view a SOP: In the SOP page (see Figure 19), user has two search options – a

simple search and the advanced search.

Figure 24: Search SOP option

SOP tool User Guide


8. For the simple search, the user can enter the SOP Doc Id or Doc description in the text box

provided, and search results will be displayed in the table below. For a detailed search, click on the

Advanced Search option. The Advanced Search SOP criteria are displayed.

Figure 25: Advanced Search SOP

9. Select the relevant search parameters, and click on Search. The corresponding SOPs matching the

search criteria are displayed.

Figure 26: Advanced Search SOP results

3.3.3 Create/view/update RCA

1. In the SOP User Dashboard (see Figure 15), click on the RCA option on the side menu. The RCA

page is displayed with details of existing RCAs created by the user.

Figure 27: RCA page

SOP tool User Guide


2. To create a new RCA: Click on the Create New RCA option. The Create RCA page is displayed.

Figure 28: Create RCA page >> sections

3. Click on each section to expand them (for example, Incident details), and enter relevant information

for the fields provided.

Note

While creating/editing RCA, users must provide information for all fields provided in a section in order to advance to the next section.

SOP tool User Guide


Figure 29: Create RCA >> Incident details

4. After entering relevant information for all sections, click on the Submit option. The RCA is now

created and submitted for supervisor approval. Once approved, the RCA can be accessed by other

users.

Note

Users must click on the Save option, if they wish to complete the RCA at a later time. The saved document can be completed at a convenient time by selecting it from the user’s My list.

Note

If any of the details (e.g. Application details) are not being populated correctly, it could be a

configuration error. Kindly contact your Cubes administrator.

5. To edit/update a RCA: In the RCA page (see Figure 27), click on the edit icon ( ) against the

RCA that needs to be edited. Alternately, the user can also view the created documents from their

My List page (click on the My List option on the Dashboard), and select the edit option.

The Edit RCA page is displayed.

SOP tool User Guide


Figure 30: Edit RCA page

6. Provide relevant information in the fields provided. Once completed, click on Submit. The RCA is

now submitted with new information.

Note

Users must click on the Update option, if they wish to complete editing the RCA at a later time. The saved document can be completed at a convenient time by selecting it from the user’s My list.

7. To search and view a RCA: In the RCA page (see Figure 27), user has two search options – a


Figure 31: Search RCA option

SOP tool User Guide


8. For the simple search, the user can enter the RCA Doc Id or Doc description in the text box


Advanced Search option. The Advanced Search RCA criteria are displayed.

Figure 32: Advanced Search RCA

9. Select the relevant search parameters, and click on Search. The corresponding RCAs matching the

search criteria are displayed.

Figure 33: Advanced Search RCA results

3.3.4 Create/view/update KEDB

1. In the SOP User Dashboard (see Figure 15), click on the KEDB option on the side menu. The

KEDB page is displayed with details of existing KEDBs created by the user.

SOP tool User Guide


Figure 34: KEDB page

2. To create a new KEDB: Click on the Create New KEDB option. The Create KEDB page is

displayed.

Figure 35: Create KEDB page

3. Enter relevant information for the fields provided. Once completed, click on Save. The KEDB is now

saved.

Note

If any of the project details (e.g. Application type) are not being populated correctly, it could

be a configuration error. Kindly contact your Cubes administrator.

SOP tool User Guide


4. To edit/update a KEDB: In the KEDB page (see Figure 34), click on the edit icon ( ) against the

KEDB that needs to be edited. Alternately, the user can also view the created documents from their

My List page (click on the My List option on the Dashboard), and select the edit option. The Edit

KEDB page is displayed.

Figure 36: Edit KEDB page

5. Provide relevant information in the fields provided. Once completed, click on Update. The KEDB is

now saved with new information.

6. To search and view a KEDB: In the KEDB page (see Figure 34), user has two search options – a


Figure 37: Search KEDB option

7. For the simple search, the user can enter the KEDB Doc Id or Doc description in the text box


Advanced Search option. The Advanced Search KEDB criteria are displayed.

SOP tool User Guide


Figure 38: Advanced Search KEDB

8. Select the relevant search parameters, and click on Search. The corresponding KEDBs matching

the search criteria are displayed.

Figure 39: Advanced Search KEDB results

3.3.5 Create/view/update RMCB documents

Note

The Release Management Control Board (RMCB) is a governing body which ensures

adherence to process protocols, while meeting deadlines and deliver quality service.

During releases, the application managers have to fill up a process checklist, defined in

SOP tool, with evidences and submit to the board. The RMCB members scrutinize the

checklist and evidences, and gives approval upon which the deployment will begin.

The RMCB document refers to the process checklist or questionnaire that must be filled by

application managers, prior to deployment.

1. In the SOP User Menu (see Figure 15), click on the RMCB option on the side menu. The RMCB

page is displayed with details of existing RMCBs (if any) created by the user.

SOP tool User Guide


Figure 40: RMCB page

2. To create a new RMCB: Click on the Create New RMCB option. The Create RMCB page is

displayed.

SOP tool User Guide


Figure 41: Create RMCB page

3. Enter relevant information in the fields provided. Kindly note that the Change Checklist questions

must be mandatorily answered. If the answer is No, an explanation needs to be given in the field

provided. Once completed, click on the Finish option. The RMCB is now created and submitted for

supervisor approval.

Note

Users must click on the Save option, if they wish to complete the RMCB at a later time. The saved document can be completed at a convenient time by selecting it from the user’s My list.

Note

If any of the project details (e.g. Approver details, Application type etc.) are not populated

correctly, it could be a configuration error. Kindly contact your Cubes administrator.

4. To edit/update a RMCB: In the My List page (click on the My List option in the Dashboard side

menu), click on the RMCB that needs to be edited. The RMCB Preview page is displayed. Click on

Edit RMCB option.

Note

Once a RMCB is submitted, it can only be viewed. Only Saved RMCBs can be edited.

SOP tool User Guide


Figure 42: My List page

Figure 43: RMCB Preview page

5. The Edit RMCB page is displayed.

SOP tool User Guide


Figure 44: Edit RMCB page

6. Provide relevant information in the fields provided. Once completed, click on Finish. The RMCB is

now submitted for approval with new information.

SOP tool User Guide


7. To search and view a RMCB: In the RMCB page, user has two search options – a simple search

and the advanced search.

8. For the simple search, the user can enter the RCA Doc Id or Doc description in the text box


Advanced Search option (Figure 40). The Advanced Search RMCB criteria are displayed.

Figure 45: Advanced Search RMCB

9. Select the relevant search parameters, and click on Search. The corresponding RMCBs matching

the search criteria are displayed.

3.3.6 View created documents

1. In the SOP User Dashboard (see Figure 15), click on the My List option on the side menu. The My

List page is displayed with all the documents created.

Figure 46: My List page

2. Select the desired Document type and Application from the dropdown list to view all thedocuments of the selected type, created by the user.

Figure 47: My List page (SOP)

3. Click on the Doc ID of the desired document to view the details.

SOP tool User Guide


4 DOCUMENT HISTORY

Version Date Author

(function) Reviewed

by Approved

by Nature of changes

1.0 5/12/2014 Arun Thomas Umesh Anil Nadkarni

Umesh Anil Nadkarni

Minor (for release 4.1.1)


Umesh Anil Nadkarni

Minor


Umesh Anil Nadkarni

Minor

1.3 22/6/2015 Arun Thomas Added RMCB feature

SOP tool User Guide


THANK YOU

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