stt infoshare support handbook

1 Designed by Jenish shah, Brijesh Tekrawala

STT INFOSHARE SUPPORT HANDBOOK

STT INFOSHARE

SUPPORT HAND BOOK

Version 1.0 (BETA)

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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 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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JZero Process Policy and agreement

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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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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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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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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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Your Current Roles

July, 2010

JZERO STT Support Development Team

Bhargav Bhandari Yogesh Solanki

STT SUPPORT MANAGER

Jignesh Patel

STT Support

Manager L2

Brijesh Tekarwala

STT Support

Manager L1 and L2

Chetan Merai

STT Support

Manager L2

STT SUPPORT DEVELOPER

Harshit Sharma Tanvi Shah Yogesh Solanki Nevil Bhagat Kruti Pushtiwala Jinal Bhajiwala Dhaval Panchal

Keyuri Mirstry Jignesh Patel Mihir Sheth

STT SUPPORT PROCESS

TEAM

Jenish Shah

STT Process Mentor

Brijesh Tekarwala

STT Support

Manager

Niharika

STT Support

Manager

STT SUPPORT MONITOR

Sandip Uchdadiya Parimal Dhimmar Chirag Limbachiya

Training Plan & ReportsLaunching & Tracking Course Check Installation Setup Kit Training Plan Reports Check Installation

Launching &

Tracking CourseSetup Kit Setup Kit Setup KitLaunching &

Tracking CourseLaunching &

Tracking Course

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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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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: STT InfoShare Create Support Ticket Process Process Date: July 2010

What process covers?

Covers how STT Team will create ticket and how JZero team handle it.

STT SUPPORT

TICKET GENERATION 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: STT InfoShare Support Execution process Process Date: July 2010


Covers over view of the STT InfoShare support Execution

Monitor Support by Emails and Mojo

Tickets

Assign ticket to [email protected]

and start work

Find Solution ?Communicate to Client using

predefined template

No

Contact STT SUPPORT MANAGER L2

based on master functionality

document

Yes

Search in support Center

Communicate to STT SUPPORT

MONITOR

Communicate to Client using

predefined template

STT SUPPORT MANAGER L2

Execute the support Or Assign to STT

Developer

STT INFOSHARE SUPPORT EXECUTION PROCESS

STT DEVELOPER

Execute the support and

communicate

STT SUPPORT MONITOR

STT SUPPORT MONITOR

Version 1.0 (BETA)

STT SUPPORT MANAGER L1

TICKET CLOSURE

PROCEDURE

TICKET CLOSURE

PROCEDURE

SUPPORT

FUNCTIONALITY MASTER LIST

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: Master Functionality document update process Process Date: 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: JZERO communication with STT team process Process Date: July 2010



JZERO COMMUNICATION WITH STT TEAM PROCESS

STT SUPPORT MONITOR

Generate support list of last one

week on every ThursdaySend list to STT Jzero team and STT

Kaplan Team

Version 1.0 (BETA)

Web Conference

STT TEAM STT KAPLAN TEAMWeb Conference

Generate Support

List and do Web

conference

Suggestion and

improvements

Generate Support List

STT KAPLAN TEAM decide web

conference needed in week or notWeb Conference

Needed?

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Process Name: STT Support tickets weekly monitoring process Process Date: July 2010



STT SUPPORT TICKETS WEEKLY MONITORING PROCESS

STT SUPPORT MANAGER

Weekly review Tickets in Mojo

Helpdesk

STT Support Manger checks open

tickets

Version 1.0 (BETA)

STT SUPPORT TEAM

Follow-up open tickets and intimate

to STT Team

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Coming soon

� Frequently asked questions

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Feedback

Send email to [email protected] for any feedback or suggestions.

stt infoshare support handbook

Documents

stt infoshare project

stt team

best processes

existing processes

process policies

best people

jzero staff

current roles