Service Process Compliance Inde

Name of the Engagement

Name of the Engagement Director
Name of the Service Delivery Manager
Name of the DEX Member
Process Area Group
Work Management
Service Management
Support Management

Sl.no
1
2
3
4
5
6
7
8
9
10
11
12

Month 1

100%
NA
NA
AVERAGE - OVERALL 100%

Service Delivery
Service Desk
Service Request Management
Incident Management
Problem Management
Change Management
Event Management & Monitoring
Configuration Management
Release Management
Bug Fixes
Enhancements
Knowledge Management
Continuous Improvement & Service Quality

GREEN

0.80 To 1.00

YELLOW

0.51 To 0.79

RED

0 To 0.50

Level 2 Process Area Wise Rating for the Engagement

Level
Process Area
2
Work Planning
2
Work Monitoring and Control
2
Process and Product Quality Assurance
2
Measurement and Analysis
2
Configuration Management
2
Risk Management
2
Requirement Management
2
Service Delivery
Level 3 Process Area Wise Rating for the Engagement
3
Capacity and Availability Management
3
Decision Analysis and Resolution
3
Incident Resolution and Prevention
3
Integrated work Management
3
Service Continuity

Overall Rating for the Engagem

Month 2
Month 3

NA
NA
NA
NA

NA
NA
NA
NA

Month 1

Month 2

Month 3

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

Month 1

Month 2

Month 3

NA
NA
NA
NA
NA
NA
100%
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

Process Compliance Report INTERNAL

Template Ver
CGI-ISMC
3.2
PVT LTD, India

3
Service System Transition
3
Strategic Service Management
Level 4 Process Area Wise Rating for the Engagement
4
Quantitative Work Management
Level 5 Process Area Wise Rating for the Engagement
5
Causal Analysis and Resolution
S.No
1
2

Compliance
Delivery Compliance
Process Compliance

Month
Target Maturity Level
Maturity Level Status

NA
NA

NA
NA

NA
NA

NA

NA

NA

NA

NA

NA

Month 1

1%
0%

Month 1
5

100%

Month 2

0%
0%

Month 3

0%
0%

Maturity Level Status of the Engag

Month 2
Month 3
5
5

NA

NA

Procedure for PCI Score Calcula

Each practice of all the Process Area's are classified based on the criticality. The critical practices of each Process Area
practices are not taken care then it will have an impact on the overall rating of that particular Process Area. The

Procedure for Maturity Level Calcu

If the each Process area of the particular level is more than 80%, then it is accepted that the engagement is operating at th
grouped as seen in the each header of the pr

Process Compliance Report INTERNAL

Template Ver
CGI-ISMC
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PVT LTD, India

Process Compliance Index

ating for the Engagement

Month 4 Month 5

Month 6 Month 7 Month 8 Month 9 Month 10

NA
NA
NA
NA

NA
NA
NA
NA

NA
NA
NA
NA

NA
NA
NA
NA

NA
NA
NA
NA

Month 11

Month 12

NA
NA
NA
NA

NA
NA
NA
NA

Month 11

Month 12

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

Month 11

Month 12

NA
NA
NA
NA

NA
NA
NA
NA

Month 4

Month 5

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

Month 4

Month 5

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

NA
NA
NA
NA
NA

Month 6 Month 7 Month 8 Month 9 Month 10

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA

Month 6 Month 7 Month 8 Month 9 Month 10

Process Compliance Report INTERNAL

Template Ver
CGI-ISMC
3.2
PVT LTD, India

NA
NA

NA
NA

NA
NA

NA
NA

NA
NA

NA
NA

NA
NA

NA
NA

NA
NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

Month 11

Month 12

0%
0%

0%
0%

Month 11
5

Month 12
5

NA

NA

Month 4 Month 5

0%
0%

0%
0%

vel Status of the Engagement

Month 4 Month 5
5
5

NA

NA

Month 6 Month 7 Month 8 Month 9 Month 10

0%
0%

0%
0%

0%
0%

0%
0%

0%
0%

Month 6 Month 7 Month 8 Month 9 Month 10

5
5
5
5
5

NA

NA

NA

NA

NA

e for PCI Score Calculation

ces of each Process Area are given a weightage of 60%. And all the ratings are based on this theory. If the critical
ticular Process Area. The weightage is given only after calculating the average score of each Process Area.

or Maturity Level Calculation

agement is operating at that particular level with out any major deviations with respect to the requirements. PA's are
the each header of the process section

Process Compliance Report INTERNAL

Template Ver
CGI-ISMC
3.2
PVT LTD, India

Service Name

SP #

SP1.1

Specific Practice Title and Statement

Check Points for IM Service Line

Month 1

Requirements Management
Understand Requirements:Is the Inter Business Unit Agreement (IBA) signed betweeen prime business unit(s) for the
Develop an understanding with the requirements providers on
services being rendered from offshore BU?
the meaning of the requirements.

100%

FI

Is the SOW/contract/IBA covers third party involvement in the services & OLAs, Governance
between third parties & CGI been clearly documented ?

Are security & regulatory compliance obligations & implementation (SOX, ISO 27001, Data
protection etc.)clearly documented in the contractual obligation?

Are the IBAs reviewed and revised periodically (Yearly or as mentioned in the latest IBA)

SP1.2

Obtain Commitment to Requirements:Obtain commitment to requirements from participants.

Are billing details & additional over time billing provision details been documented and agreed
upon with customer & onsite ?

Are the SLA , OLA, Contractual obligations clearly understood & has been documented clearly,
agreed by all stakeholders?

SP1.3

Manage Requirements Changes:Manage changes to requirements as they evolve.

Is Change management process followed for the service changes,patch upgrades, CRs? (if
applicable) Impact analysis done, reviewed & approved?

SP1.4

Maintain Bidirectional Traceability of Requirements:Is there a Service Requirement Traceability Matrix available /Service catalogue where the
Maintain bidirectional traceability among requirements and work mapping for the service activities has been updated?
products.
For the Incidents is the service life cycle completion
established(L1 & L2 tickets service life cycle) ?

SP1.5

Ensure Alignment Between Work Products and Requirements:Ensure that work plans and work products remain aligned with
the requirements.

Is the BUPID updated when there is a major changes to the service / periodic changes ? (at least
once a year)

Work /Service ManagementPlanning

379

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NA

SP1.1

Establish the Service Strategy:Establish and maintain the service strategy.

Is Service Delivery Plan documented ,reviewed & approved ?

Has the service scope been clearly defined & responsibilities of onsite, offshore, third party
service providers been clearly defined in IBA?

Does the overall service organization, roles and responsibilities been documented in detail?

Has the support service shift plan been documented ? Has it been documented for all type of
services been provided.

Has the program governance structure and modalities been documented in detail ?

Has the competency mapping document prepared & training plan for resource been
documented ?

Has the scope of service windows been documented in details?

Are all SLAs, KPIs, OLAs, mode of collection, frequency of analysis and reporting been
documented in details

Has the escalation matrix been clearly documented and subsequent changes being updated?
Is the onshore aware of the escalation matrix?

Are the service availability planning been clearly documented ? Are the review frequency of
availability, planned shut down of service been documented?

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Has the service continuity been planned?

Is the review and approval for all the artifacts has been planned in BUPID?

SP1.2

Estimate the Scope of the Work:Establish a top-level work breakdown structure (WBS) to
estimate the scope of the work.

SP1.3

Establish Estimates of Work Product and Task Attributes:Establish and maintain estimates of work product and task
attributes.

SP1.4

Define Lifecycle Phases:Define lifecycle phases on which to scope the planning effort.

Is Service Life Cycle for the scope of service planning effort defined in the BUPID?

SP1.5

Estimate Effort and Cost:Estimate effort and cost for work products and tasks based on
estimation rationale.

Are records for the basis of Estimation of the Services executed/maintained in Transition
Reports/Due Diligence/Change Requests/Work Package document?

SP2.1

Establish the Budget and Schedule:Establish and maintain the budget and schedule.

Is estimation and WBS available for the service? (Details of cost, resources, and schedule)
This question has a link to SP1.2

SP2.2

Identify Risks:Identify and analyze risks.

Are Risk Registers with appropriate mitigation and contingency plans identified? Are the status of
risks & commitments reported periodically?

SP2.3

Plan Data Management:Plan for the management of data.

Are data management activities happening on a periodic basis?

SP2.4

Plan the Resources:Plan for resources to perform the work.

Is Service Annexure contains approved Resource Plan?

379

Are FTE/ Size estimates available?

Does the overall service organization, roles and responsibilities been documented in detail?

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SP2.5

Plan Needed Knowledge and Skills:Plan for knowledge and skills needed to perform the work.

Are Trainings & Skills updated in in Service Annexure?

SP2.6

Plan Stakeholder Involvement:Plan the involvement of identified stakeholders.

Is stakeholder plan filled in Service Annexure & relavant to service?

SP2.7

Establish the Work Plan:Establish and maintain the overall work plan.

Is BUPID along with Service Annexure along with lower end plans available & approved?

SP3.1

Review Plans That Affect the Work

Review all plans that affect the work to understand work
commitments.

Is review records for the work plans available & the all review actions tracked to closure?

SP3.2

Reconcile Work and Resource Levels:Adjust the work plan to reconcile available and estimated
resources.

Are there any re-visits of estimates, resources and Budget done ( if any)

SP3.3

Obtain Plan Commitment:Obtain commitment from relevant stakeholders responsible for

performing and supporting plan execution.

Has the high level plan,deliverables, scope discussed in the kick of meeting/ Team meetings ?
Has there been any Business Value Add delivered by the service which has been recognized by
the client?

SP1.1

Work Monitoring and Control

Monitor Work Planning Parameters:Is the Dash board prepared with key metrics and analysis?/How does the KPI/OLA are monitored
Monitor actual values of planning parameters against the work within the Service?
plan.

Is SDR contains reports on all KPIs as agreed in BUPID/IBA?

Are WSRs/SDSRs available for the Service?

SP1.2

379

Monitor Commitments:Monitor commitments against those identified in the work plan.

Are team meetings, milestone reviews/governance meeting, customer & service status meetings
with stakeholders conducted to monitor the tasks completed on a periodic basis? Are minutes
available & actions tracked?

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NA

SP1.3

Monitor Risks:Monitor risks against those identified in the work plan.

Are Risk Registers with appropriate mitigation and contingency plans identified?
Are the status of risks & commitments reported periodically?

SP1.4

Monitor Data Management:Monitor the management of data against the work plan.

Are data management activities happening on a periodic basis?

SP1.5

Monitor Stakeholder Involvement:Monitor stakeholder involvement against the plan.

Are MOMs/Issue log/Status Reports evidenced the tracking of stakeholder commitment?

Are customer satisfaction / feedback collected and analyzed periodically ?

SP1.6

Conduct Progress Reviews:Periodically review the work progress, performance, and issues.

Are Progress reviews done with Mgmt/ customer available in MOM/ Service Status Reports?

SP1.7

Conduct Milestone Reviews:Review accomplishments and results at selected milestones.

Are progress reviews, GATE reviews/governance meeting, customer & service status meetings
with stakeholders conducted to monitor the tasks completed on a periodic basis? Are minutes
available & actions tracked?
Is the Service Improvement Plan updated?

SP2.1

Analyze Issues:Collect and analyze issues and determine corrective actions to

address them.

Are Issues/Human Errors gathered & analyzed to determine the need for corrective action?

SP2.2

Take Corrective Action:Take corrective action on identified issues.

Are the actions from customer, Senior management, team reviews documented and being
tracked to closure?

SP2.3

Manage Corrective Actions:Manage corrective actions to closure.

Are the root cause of missed SLAs being analyzed & reported ?

SP1.1

SP1.2

379

Process and Product Quality Assurance

Objectively Evaluate Processes:Are PII/TQA/Internal audits planned and being conducted?
Objectively evaluate selected performed processes against
applicable process descriptions, standards, and procedures.

Objectively Evaluate Work Products:Objectively evaluate selected work products against applicable
process descriptions, standards, and procedures.

Are TQA audits/release activities planned and being conducted?

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NA

SP2.1

Communicate and Resolve Noncompliance Issues:Communicate quality issues and ensure the resolution of
noncompliance issues with the staff and managers.

Are PII/TQA/Internal audits Review findings closed on time and improvements noticed?

SP2.2

Establish Records:Establish and maintain records of quality assurance activities.

Are PII/TQA/Internal audits Review reports available & reported?

SP1.1

Configuration Management
Identify Configuration Items:Is CM Plan and CM Annexure plan reviewed and approved?(Service documentations, tools,
Identify configuration items, components, and related work
access controls, change management, Storing, updating and retrieval of CIs).
products to be placed under configuration management.

SP1.2

Establish a Configuration Management System:Is the Service workspace / repository aligned as per CM Plan?
Establish and maintain a configuration management and change
Are Access Rights to relevant stakeholders and
management system for controlling work products.
multiple level of controls identified and managed?

SP1.3

Create or Release Baselines:Create or release baselines for internal use and for delivery to
the customer.

Has baselining of Cis done as per CM Plan? Are the deliverables (Change requests) labelled as
per the CM Plan?

SP2.1

Track Change Requests:Track change requests for configuration items.

Is Change management process followed for the CIs?

SP2.2

Control Configuration Items:Control changes to configuration items.

Are the revision history maintained for changes to CIs? Are the revision history updated for (draft
and final versions) the document?

SP3.1

Establish Configuration Management Records:Establish and maintain records describing configuration items.

Are Cis status accounting done ?

Current version of all CI items to be defined in CM Plan annexure?

SP3.2

Perform Configuration Audits:Perform configuration audits to maintain the integrity of

configuration baselines.

Are the Configuration management Audit conducted as per the CM plan and reports generated
and stored in the service workspace?
Is CM audit finding tracked to closure?

SP1.1

Determine Risk Sources and Categories:Determine risk sources and categories.

379

Risk Management
Are risks identified by refering risk repository in Process Asset Library,QMS, Contract, Due
Diligence and Transition etc

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NA

NA

SP1.1

Determine Risk Sources and Categories:Determine risk sources and categories.

Is the Risk Register maintains the list of Risks acquired through transition,Contract,IBA and
across service life cycle been considered

SP1.2

Define Risk Parameters:Define parameters used to analyze and categorize risks and to
control the risk management effort.

Is the risk register template used?Are the parameters for the risks identified?

SP1.3

Establish a Risk Management Strategy:Establish and maintain the strategy to be used for risk
management.

Is the risk register reviewed and baselined?Is the Risk Management Strategy updated in BUPID?

SP2.1

Identify Risks:Identify and document risks.

Are all the risks for the IM service identified and analyzed?
(Are early warnings/ top critical risks) for services identified and reported in SDSRs?

SP2.2

Evaluate, Categorize, and Prioritize Risks:Evaluate and categorize each identified risk using defined risk
categories and parameters, and determine its relative priority.

Are the risks categorized based on Probability and severity?

SP3.1

Develop Risk Mitigation Plans:Develop a risk mitigation plan/contingency plan in accordance

with the risk management strategy.

Are the containment and contingency plans identified correctly in risk register?

Is issue register maintained up to date for the identified issues? Are the key issues
communicated to stakeholders?

Are all escalations, complains from customer , onsite being documented, cause of these being
analyzed and tracked to closure suitably ?

SP3.2

SP1.1

379

Implement Risk Mitigation Plans:Monitor the status of each risk periodically and implement the
risk mitigation plan as appropriate.

Are containment plans implemented as mentioned in the risk register? Is the risk register up to
date ?

Measurement and Analysis

Establish Measurement Objectives:Does the BUPID annexure specify the metrics and their goals for all activities executed for the
Establish and maintain measurement objectives derived from
service?
identified information needs and objectives.

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NA

SP1.2

Specify Measures:Specify measures to address measurement objectives.

Can the measures and metrics being collected be traced back to the service specific
measurement objectives and to the identified goals of the Service?

SP1.3

Specify Data Collection and Storage Procedures:Specify how measurement data are obtained and stored.

Does the CM plan identify the folder structure for storing metric sheets?

SP1.4

Specify Analysis Procedures:Specify how measurement data are analyzed and

communicated.

Is the frequency/methodology of Metrics collection, consolidation and analysis updated in BUPID?

SP2.1

Obtain Measurement Data:Obtain specified measurement data.

Are the metrics collected periodically/ monthly in the metric sheet as per the metric plan?

Have the collected metrics been checked periodically for missing data and out-of-bounds data
values?

Have data integrity checks been performed periodically to ensure that there are no errors in data
capturing?

Have the collected metrics been cross-verified periodically on a sampling basis for human
judgement errors in data capturing and recording?

SP2.2

Analyze Measurement Data:Analyze and interpret measurement data.

Incase of slippages against goals, have necessary CAPA identified in analysis sheet?

SP2.3

Store Data and Results:Manage and store measurement data, measurement

specifications, and analysis results.

Has the metric sheet been placed in the respective folder as mentioned in CM Plan?

SP2.4

Communicate Results:Communicate results of measurement and analysis activities to

all relevant stakeholders.

Has the Service status reports / weekly status reports have details on Service related metrics?

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SP2.4

Communicate Results:Communicate results of measurement and analysis activities to

all relevant stakeholders.

Has the Service metrics performance been shared and discussed with the team leads and the
team members in weekly / periodic team meetings ? Has corrective action plans been agreed
and minuted from such meetings?

SP1.1

Integrated Work Management

Establish the Defined Process:Has the tailoring section of BUPID identify all the applicable tailoring ?
Establish and maintain the defined processes from startup and
throughout the work.

SP1.2

Use Organizational Process Assets for Planning Work Activities:Use organizational process assets and the measurement
repository for estimating and planning work activities.

Has the service leveraged the org-wide process performance baselines (ppb) and process
performance models (ppm) for predicting the future work activities?

SP1.3

Establish the Work Environment:Establish and maintain the work environment based on the
organization's work environment standards.

Is BUPID annexure updated for staff, h/w & s/w and related changes?

SP1.4

Integrate Plans:Integrate the work plan and other plans that affect the work to
describe the defined process for the work.

Have the reference section of BUPID refer other subplans ?

SP1.5

Manage the Work Using Integrated Plans:Manage the work using the work plan, other plans that affect
the work, and the defined process for the work.

Are work activities being executed as per plan and RCA done on identified problems in service
performance metrics?

SP1.6

Establish Teams:Establish and maintain teams.

Has the team organisation structure and shared vision for the service been mentioned in the
BUPID & Annexure?

SP1.7

Contribute to Organizational Process Assets:Are best practices, lessons learnt shared and placed in knowledge folder?
Contribute process related experiences to organizational process
assets.

SP2.1

Manage Stakeholder Involvement:Manage the involvement of relevant stakeholders in the work.

SP2.2

Manage Dependencies:Are dependencies identified in BUPID & Annexure and managed ?

Participate with relevant stakeholders to identify, negotiate, and
track critical dependencies.

379

Are any commitements from internal support teams/ stakeholders monitored ?

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NA

SP2.3

SP1.1

Resolve Coordination Issues:Resolve issues with relevant stakeholders.

Are issues logged and tracked in Issue log ?

Decision Analysis and Resolution

Establish Guidelines for Decision Analysis:Are DAR guidelines available?
Establish and maintain guidelines to determine which issues are
subject to a formal evaluation process.

SP1.2

Establish Evaluation Criteria:Establish and maintain criteria for evaluating alternatives and
the relative ranking of these criteria.

Have various criteria identified in the DAR sheet?

SP1.3

Identify Alternative Solutions:Identify alternative solutions to address issues.

Have alternate solutions been identified in DAR sheet?

SP1.4

Select Evaluation Methods:Select evaluation methods.

Have evaluation method identified in DAR sheet?

SP1.5

Evaluate Alternative Solutions:Evaluate alternative solutions using established criteria and

methods.

Are the alternatives identified using formal techniques ?

SP1.6

Select Solutions:Select solutions from alternatives based on evaluation criteria.

Has the final solution been selected?

NA

Does the risk associated with the DAR outcome been identified?

SP1.1

Service System Transition

Analyze Service System Transition Needs:
Has the hand over from sales team completed?
Analyze the functionality, quality attributes, and compatibility of
the current and future service systems to minimize impact on
service delivery.
Have the key roles for the transition been identified and introduced to CGI management & client
stakeholders ? Have the roles and responsibilities (TOR) been documented clearly and assigned ?

379

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NA

Has seat planning , infrastructure set up, connectivity for delivery locations been planned ?

Has the tool implementation solution and tools plan documented?

Does the transition approach life & shift, shift and transfer, Transition waves, Plan for transition of
inflight projects been documented

Have the dates for the transition per application tower/ infrastructure tower sequencing of the
towers and schedule been signed off with the customer?

Has the transition governance, communication plan, reporting plan during transition, risk, issue &
escalation management plan been documented ?

Has the Gate meeting for Transition conducted & and transition signed off by the relevant
stakeholders?
Is Gate review MOM available & action tracked to closure?

SP1.2

Develop Service System Transition Plans:

Establish and maintain plans for specific transitions of the
service system.

Is Transition and Quality Plan available and has it been reviewed and approved by relevant
stakeholders?
(transition objectives & KT activities) .

Has the rebadging plan & resources plan for steady state is ready ?

Has the transition governance, communication plan, reporting plan during transition, risk, issue &
escalation management plan been documented ?

Has the sign-off criteria for transition waves been documented ?

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Has the Visa, transfer, Legal and other logistics for the CGI employees, new employees planned
& tracked ?

Has the transition kickoff Boot Camp been conducted to start the transition modalities and
knowledge transfer team?

Has the knowledge acquisition phases(KAP), Primary support, Reverse-secondary support,

parallel runs, demo sessions been planned under each wave of transition ?

Has domain and technical trainings , knowledge sharing, Demo, planned for various team
members to take over been completed?

Have the phase exit tollgates signed off with the customer for different transition phases under
different transition waves?

Required templates, checklist and trackers are defined for the complete transition cycle?

Has information regarding infrastructure/services to be supported/customer and third party

details/applicable servers and services/software,hardware & licenses/tools to be used etc been
collected/ created?

Status and Performance Reports have been collated?

Details on SLA and KPIs, reporting mechanism, data collection analysis been collected

Has all functional technical, process document for business critical applications been collected/
prepared?

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Understanding of release / testing process completed

Has the shift plan/service window and handover procedure been prepared and communicated to
the team?

Has the customer has given Go Ahead to move to next phases based on the report produced?

Has the system maintenance technical document(SMTD) internally reviewed and submitted to
customer for sign off after validating each document?

Have all process/procedure flows been documented in standard operating procedure (SOP) as per
organisation process and submitted to customer for sign off after the internal review for each
process?

Has the final tollgate review with customer happened and signed off?

SP1.3

Prepare Stakeholders for Changes:

Prepare relevant stakeholders for changes in services and
service systems.

Has the changes to the system and the resources been identified and actioned appropriately ?

Has the KT adequacy been checked and has the stakeholders involved got the required capability
to handle the service(change in competency/skills)

SP2.1

Deploy Service System Components:

Systematically deploy service system components into the
delivery environment based on transition planning.

SP2.2

Assess and Control the Impacts of the Transition:

Is Post deployment review done, deployment impact analyzed?
Assess the impacts of the transition on stakeholders and service
delivery, and take appropriate corrective action.

Are the SLAs /OLAs revisited based on the transition results during dual run?

Strategic Service Management

379

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NA

SP1.1

Gather and Analyze Data:

Gather and analyze data about the strategic needs and
capabilities of the organization.

(a) Is strategic needs and capabilities of the service identified ?

(b) Are the contractual obligations clearly identifies the service delivery requirements? E.g.: Any
penalty for non-adherence to service levels, legal & regulatory requirements, service continuity
requirements.

SP1.2

Establish Plans for Standard Services:

Establish and maintain plans for standard services.

Is Description of strategic business objectives along with plan for standard services available?

SP2.1

Establish Properties of Standard Services and Service Levels:

Establish and maintain properties of the organizations set of
standard services and service levels.

Has the service catalogue been prepared for the Service, unit org level ?

SP2.2

Establish Descriptions of Standard Services:

Has the different levels of services L1, L2, L3, L4 type of services been clearly defined and types
Establish and maintain descriptions of the organizations defined of services for application & infrastructure/ technology cluster been documented ?
standard services.

Capacity and Availability Management

Capacity Management
SP
SP 1.1,SP1.2,SP1.3(Establish and maintain a strategy /Select
1.1,SP1.2,SP1. measures and analytic techniques to be used /Establish and
3
maintain service system representations to support capacity)

Has the capacity management process/strategy being defined ?

Has the current capacity for teams to cater to all service management scope activities being
documented ?

Has the contingencies for leaves, down times, holidays, anticipated demand of ticket inflow being
analyzed and factored into capacity planning ?

Are the service capacity plan & frequency & modality of review of capacity been documented

Has the capacity being built for any major event , release, launch of new services ?

Has the resource plan been documented and resource growth plan been documented based on
capacity planning ?

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NA
NA

Has the capacity planning activities being tracked at regular interval ?

Has the overall ticket loading, capacity utilization being monitored quantitively ?

Availability Management
SP 1.1,SP1.2,SP1.3(Establish and maintain a strategy /Select
measures and analytic techniques to be used /Establish and
maintain service system representations to support availability
management)

NA
Has the availabity management process/strategy being defined

Has the availability SLAs and KPIs being monitored ?

Has the impact of any change implementation on the availability and service continuity being
analyzed ?

Has the unplanned non-availability investigated and appropriate actions taken ?

Is there any mechanism (ex: daily/weekly health check & records for the same) by which
availability management team can take proactive / preventive actions to ensure availability?

Are availability of tools (Monitoring/OS/DB) required for delivery been assessed w.r.t. to contract
requirements?

Are on call roasters and Shift Tracker are maintained and updated?

Are all availability targets being met as per the defined and agreed availability plan?

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SP2.1& 2.2

Monitor and analyze capacity against thresholds.

Is the capacity data monitored & analyzed as per available threshholds?

SP2.2

Monitor and analyze availability against targets.

Is availablity monitored through availablity calendar?

SP2.3

Report capacity and availability management data to relevant

stakeholders.

Are the capacity and availability data & utilization reports generated, analyzed & reported to
relevant stakeholders ?
E.g.: Report the performance and use of resources and services, Report data from monitoring
against growth estimates in resource and service use.

SP1.1

Incident Resolution and Prevention

Establish and maintain an approach to incident resolution and
Is the IRP defined in BUPID?.
prevention.
E.g.: Define criteria for determining what an incident is. Define categories for incidents and
criteria for determining which categories an incident belongs to

SP1.2

Establish and maintain an incident management system for

processing and tracking incident information.

SP2.1

Identify incidents and record information about them.

SP2.2

Analyze individual incident data to determine a course of action. Has the RCA been done for each of the incident raised

SP2.3

Resolve incidents.

Are incidents are resolved with appropriate solutions & details are captured?

SP2.4

Manage the status of incidents to closure.

Are all the actions of incidents resolved tracked to closure.?

SP2.5

Communicate the status of incidents.

Are summary of incident status collected & communicated?

379

Are the status of incidents tracked using a tracker sheet/ tool?

Are incidents are identified & appropriate details are captured?

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NA

Is the Incident record with the complete history of the Incident with the RCA and have the top 5
incidents been identified?

SP3.1

Analyze the underlying causes of selected incidents.

SP3.2

Establish and maintain solutions to respond to future incidents. Has actions been identified for the top 5 issues, which would help to resolve the future incidents

SP3.3

Establish and Apply Solutions to Reduce Incident Occurrence

Establish and apply solutions to reduce the occurrence of
selected incidents.

Has the solutions identified helped to reduce the incidents (projected ones)
Is the centralized Knowledge repository used for solving Incident tickets or problems?

Service Delivery

NA
NA

SP1.1

Analyze Existing Agreements and Service Data:(a)Is an approved Due Deligence (DD) Report available?
Analyze existing service agreements and service data to prepare (b)Is the Business Context, Criticality, Technical Details of each of the application that was
for expected new agreements.
transitioned is documented in DD report?
(C) Has the G1 Gate meeting for DD conducted with relevant stakeholders (offshore and onshore)
and Gate minutes /Review records available?

SP1.2

Establish the Service Agreement:Establish and maintain the service agreement.

Is the contract available with all the defintion of the Service Agreement and the same been
understood by the service teams

SP2.1

Establish the Service Delivery Approach:Establish and maintain the approach to be used for service
delivery and service system operations.

Does the service life cycle details the activities which would be performed as per the scope of the
work which needs to be delivered?

SP2.2

Prepare for Service System Operations:Confirm the readiness of the service system to enable the
delivery of services.

Is the Transition G3 gate or Service Readiness done for the service?

SP2.3

Establish a Request Management System:Establish and maintain a request management system for
processing and tracking request information.

Does the service have a tool to capture Incidents, problems and Change Requests?

SP3.1

Receive and Process Service Requests:Is all the service requests like (Incidents/CRs/problem/enhancements) are delivered according to
Receive and process service requests in accordance with service the scope identified in BUPID?
agreements.

SP3.2

Operate the Service Systemt:Operate the service system to deliver services in accordance
with service agreements.

379

Are Service Delivery Status Report (SDSRs) periodically generated as per the work plan,
circulated to the required stake holders and stored in the common workspace?

275897970.xls

SP 2.3,3.1,3.2
(Prepare for
Service
System
Operations/Est
ablish a
Request
Management
System/Receiv
e and Process
Service
Requests/Oper
ate the
Service
System

Service Desk

NA

Are the service desk processes clearly defined with roles and responsibilities ?

Are all the Call Logging Instructions for the Customers listed down in Service Processes in BUPID?

Are the service desk team keeping user informed on process on SR or Incident resolutions ?

Are service desk team conducting customer/user satisfaction call-backs/surveys as required ? Are corrective / preventive actions taken based on satisfaction
surveys ?

Are the SLAs, KPIs for service desk such as : Average call handling time, volume of tickets, first line call resolutions , incorrect queue allocation, number of ping
pongs being tracked & reported ?

Are the volumetric analysis of tickets, work load pattern analyzed, average cost per call analyzed and reported ?

Are the service desk engineers have access to KM system, known error database, change schedule, alert from monitoring tools ?

Service Request Management

NA

Is documented process for service request management available ?

Are the service engineers following SRs process as documented ?

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Are all service requests being routed to appropriate resolver groups ?

Are knowledge base for resolution SRs being created for commonly reported service requests ?

Are ticket quality satisfaction survey conducted with end users post resolution of tickets for a selected group of tickets ?

Incident Management

NA

Are the incident management process clearly defined with details wrt Major incidents( P1) and other incidents- P2, P3, P4

When priority of an incident was changed, has the agreed process been followed?

Required Incident information (Response, Resolution time, Incident Category, Incident Description, AFN Information and Fault Attribution) are updated in Remedy
and Heat, any other tools ?

Incidents Ageing/backlog analysis are performed and reported/communicated?

Service team conversant in raising trouble tickets, analysis report after investigation of incidents ?

Service management team appropriately refer to knowledge management database and known error database for resolution of incidents ?

Are RCA done for all major incidents ? P1, P2

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Are SLA reports, volumetric analysis of incidents, trend analysis of incidents conducted regularly , analyzed and reported ?

Are Incident status being communicated to stakeholders (Customers/End-Users/Resolver Groups) as applicable?

Is the TQA been done and actions taken to improve the TQA compliance?

Are ticket quality satisfaction survey conducted with end users post resolution of tickets for a selected group of tickets ?

Problem Management

NA

Are the problem management process clearly defined ?

Are service team conducting RCA for problems, documenting RCA results , symptoms for identified problems and recommending implementation of solutions in
timely manner ?

Are service team raising problem tickets( for all P1,P2 , recurring incidents ) and tracked to closure?

Are the Incident Management group advised on the best available workarounds for Incidents related to unresolved Problems/ Known Errors

Are service team updating and maintaining Known Error Database (KEDB)?

Are service team able to demonstrate effectiveness of problems management by reduction of incidents under various category ?

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Is the TQA been done and actions taken to improve the TQA compliance?

Are Problem status being communicated to stakeholders (Customers/End-Users/Resolver Groups) as applicable?

Change Management

NA

Has the change management process clearly documented ?

Change management team document details of change in change form, change request log, conduct necessary reviews and obtain approvals ? Also ensures that
Change Records and associated documentation are retained ?

Does all the changes have Impact Analysis conducted and updated in CM tool?

Does the team ensures approved changes have detailed implementation and back out plans and updated in CM Tool?

Does the team ensures implementation and testing of changes and they are updated in the CM Tool?

Team ensure post implementation review of changes and communication to stakeholders and they are updated in CM Tool?

Team make necessary updating to CMDB after changes implemented ? Configuration records are updated to reflect the change?

Has risk assessment been completed for all changes?

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Are all approved changes implemented through agreed release process?

Are Changes status being communicated to stakeholders (Customers/End-Users/Resolver Groups) as applicable?

Is the TQA been done and actions taken to improve the TQA compliance?

Are ticket quality satisfaction survey conducted with end users post implementation of change?

Event Management & Monitoring

NA

Are the event management process clearly defined & followed ?

Are active monitoring tools available that poll key CIs to determine their status and availability ?

Are passive monitoring tools in place that detect and correlate operational alerts or communications generated by CIs ?

Are constant monitoring of events in place to detect and track these notifications, status of devices to ensure that it is operating within acceptable limits ?

Are the event management activities provides mechanisms for early detection of incidents & helps to protect service outages?

Are event management activities helping is capacity & availability management effectively ?

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Are the all / selected events logged in event register ?

Are the event notification generated on a constant basis using tools , detected & interpreted appropriately ?

Are the event categorization done based on informational, warning & exceptions ?

Are the triggers from event management available to initiate incident management or change management process ?

Configuration Management

NA

Has configuration management process being documented?

Has Configuration Items and Non-Configuration Items have been idenfied and documented in Service Plan and Annexure?

Application information, attributes available in CMDB, are sufficient and updated periodically?

Access to CMDB provided to stakeholders as appropriately/defined in Service Annexure?

Training on configuration management process & tool conducted for all stakeholders ?

Are CI relationships are available in CMDB?

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Does the team conduct Configuration Audits as planned in BUPID (atleast half yearly)?

Team managing software licensing inventory for in scope applications ?

Release Management

NA

Documented release management process available & being followed ?

Has releases and release windows being planned & approved ?

Team producing, maintaining and distributing detailed Release notes, implementation, communication, back out and site specific implementation plans ?

Team conducting Release readiness reviews ?

Are team confirming the success of the release and communicating the results ?

Are release audit conducted, configuration audits conducted & Release records are documented ?

Are success and failure rate of releases measured and monitored ?

Bug Fixes

379

NA

275897970.xls

For release based maintenance, have release scope & plan been defined

Does the impact analysis done for the Bug Fix?

Have criteria & plan & release process for patch/emergency fixes defined

Is the unit/ System testing planned and conducted

Has the minimum steps which need to be carried out to handle patch releases been defined?

Enhancements

NA

For release based maintenance, have release scope & maintenance plan been defined ?

Does the impact analysis(estimation and impact on product/service etc) done

Has the technical documents maintained for the changes and has it has been reviewed and approved?

Is there a coding standard available?

Does the code reviews planned & conducted for minor enhancements ?

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Are the unit testing planed and conducted

Is the functional/ System testing planned and conducted

Is regression testing conducted as per the regression test plan

Has the minimum steps which need to be carried out to handle patch releases been defined?

Knowledge Management

NA

Are Knowledge management strategy & knowledge management plan available ?

Are KM tool/ portal/shared drive available?

Team provide information on mandatory data fields required for information , those are placed in KM system ?

Team ensure that all Incident related Knowledge Artifacts are entered into and maintained?

Are the knowledge artifacts being classified?

Team ensure that periodic reviews on the relevance and quality of all knowledge articles are completed ?

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Are documentation related technical documents, application related documents, system documents being created & stored?

Have the build book for the servers being created ?

Are the usage of KM system being monitored ?

Are resolver groups referring to KEDB for resolving tickets

Continuous Improvement & Service Quality

NA

Is continuous improvement plan available ?

Have the various service improvements in different areas been identified and documented ?

Have the continuous improvements proposed, identified cater to tangible financial benefits, productivity benefits other benefits ?

Have all the improvement themes been logged into continuous improvement register ?

Have the continuous improvement themes plan for implementation of continuous improvements been approved by management ?

Have the approach, tools, techniques, methodologies ( Lean, Six sigma, Kaizen) for continuous improvements been identified against themes ?

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Have the status of continuous improvements and benefits tracked by managers, senior management at a regular interval ?

Have the continuous improvement implementation been presented to customer suitably ?

Are the OSAP / CSAP initiated and opportunities for improvements identified?

Are ticket quality satisfaction feedback obtained from user groups, end customer. Are we analyzing those ticket quality feedback ?

SP 3.3

SP1.1

SP1.2

Maintain the Service System:Maintain the service system to ensure the continuation of
service delivery.

Are the Human Errors encountered are being captured and improvement actions are tracked to
closure

Service Continuity
(a) Does the Business Continuity Plan/Disaster Recovery Plan identify the critical essential
functions/resources available?
(b)Are the contractual obligations clearly identifies Security Requirements? E.g.: Any penalty
clauses for non-adherence to service levels, data privacy & security requirements, regulatory
requirements, BCP/DR requirements.
E.g.: Physical security, IT infrastructure, Employee Background verification checks, Business
Identify and Prioritize Essential Resources:Does
the IMData
Business
Continuity Plan/Disaster Recovery Plan identifies the critical IM
continuity,
security
Identify and prioritize the essential resources required to ensure services/resources
(BIA
done)?
Backup and recovery
management,
Periodic Security Audits, Any specific compliance to security
service continuity.
standards ISO 27001/ BS25999/ SOX/ISAE 3402/PCI DSS.
Identify and Prioritize Essential Functions:Identify and prioritize the essential functions that must be
performed to ensure service continuity.

Are the client specific security requirements being identified in the ISMS Risk Register? Have then
been tracked to closure?

SP2.1

Establish Service Continuity Plans:Establish and maintain service continuity plans that enable the
organization to resume performing essential functions.

(a) Is the BCP / DR Plan information up to date ? (E.g.: Staff names/ key processes)
(b)Is all resource information as required by BIA tool / BCP & DR excel sheets available and
updated with latest information ?

SP2.2

Establish Service Continuity Training:Establish and maintain training for service continuity.

Has IM Service specific "BCP / DR" training/orientation done to team members on Service
continuity?

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NA

SP2.3

Provide and Evaluate Service Continuity Training:Provide and evaluate training in the execution of the service
continuity plan.

Is team trained on DPA awareness and feedback available?

SP3.1

Prepare for the Verification and Validation of the Service

Continuity Plan:Prepare for the verification and validation of the service
continuity plan.

(a) Is BCP / DR Test Plans available with various test scenarios?

(b) Is BCP / DR Test Calendar available?

SP3.2

Verify and Validate the Service Continuity Plan:Verify and validate the service continuity plan..

Has the BCP been tested as per the plan (once in six months) and reports available?

Has the backed up data been retrived and tested for its availability and integrity?

SP3.3

SP1.1

SP1.2

Analyze Results of Verification and Validation of the Service

Continuity Plan:Analyze the results of verifying and validating the service
continuity plan.

Has the key learnings in the BCP test report been addressed ?

Quantative Work Management

Establish the Work Objectives:Are the Service Quality goals aligned with the business objectives?
Establish and maintain the quality and process performance
objectives for the work.

Compose the Defined Process:Has the manager aware of the PPB data and aware of how to use this information for the service
Using statistical and other quantitative techniques, compose a
defined process that enables the work to achieve its quality and
process performance objectives.
Has the process decomposition activity carried out if there is deviation from the process/sub
process metrics?

SP1.3

Select Subprocesses and Attributes:Select subprocesses and attributes critical to evaluating

performance and that help to achieve the quality and process
performance objectives for the work.

Are the PPMs updated and what if analysis done?

SP1.4

Select Measures and Analytic Techniques:Select measures and analytic techniques to be used in
quantitative management.

Are the PPMs updated and what if analysis done?

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SP2.1

SP2.2

Monitor the Performance of Selected Subprocesses:Monitor the performance of selected subprocesses using
statistical and other quantitative techniques.

Are the PPMs updated and what if analysis done?

Manage Work Performance:Are control charts used to manage the process and sub process metrics?(statistical analysis)
Manage the work using statistical and other quantitative
techniques to determine whether or not the quality and process
performance objectives for the work will be satisfied.
Has the deviations been identified (using the SPC rules) by the service manager

SP2.3

Perform Root Cause Analysis:Perform root cause analysis of selected issues to address
deficiencies in achieving the work groups quality and process
performance objectives.

SP1.1

Select Outcomes for Analysis:Select outcomes for analysis.

SP1.2

Analyze Causes:Perform causal analysis of selected outcomes and propose

actions to address them.

Has team perfromed the root cause analysis to identify the root cause (special causes )which has
tiggered the effect and propose action?

Implement Action Proposals:Implement selected action proposals developed in causal

analysis.

Has the service implemented the identified corrective actions?(for special causes)

SP2.1

Is there any RCA done for deviations & issues and take corrective actions to achieve goals?

Causal Analysis and Resolution

Are RCA conducted for devitiation from agreed metrics goal, customer escalations/delivery
failures?
Is there any candidate identified for performing any proactive analysis like analysis of "How to
meet specific goal"?

Are the Common causes for improvement identified for the identified subprocesses and CAR
initiated?

Has the agreed actions been tracked and monitored at regular intervals

SP2.2

379

Evaluate the Effect of Implemented Actions:Evaluate the effect of implemented actions on process
performance.

Have the implemented corrective actions resulted in improvement?

Hint: Hypothesis Test for effective implementation

275897970.xls

NA

SP2.3

Record Causal Analysis Data:Record causal analysis and resolution data for use across work
groups and the organization.

Is there any CAR report prepared which contains all the steps used to meet the action and shared
with organization?

Is there any organizational process change been proposed based upon CAR output?

Business Unit Mandates

Have all members completed the E-learning course on security Awareness/QSM/other mandated trainings ?

Does all the critical mail informations are backed up?

379

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NA

Remarks

Month 2
NA

NA

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Remarks

Month 4

NA

NA

NA

NA

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Remarks

Month 5
NA

NA

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Remarks

Month 6
NA

NA

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Remarks

Month 7
NA

NA

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Remarks

Month 8
NA

NA

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NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

Remarks

Month 9
NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

Remarks

Month 10
NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

Remarks

Month 11
NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

Remarks

Month 12
NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

379

275897970.xls

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA
NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

NA

379

275897970.xls

Remarks

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

379

275897970.xls

Action Tracker Report

Engagement Details
Engagement Name

Engagement Director

Service Delivery Manager

DEX Member

Engagement Phase
Sl.no

Process Area

Verification Details
Observation

Process Compliance Report

INTERNAL
TemplateCGI-ISMC
Ver 3.2
PVT LTD, India

QA Efforts
Total Estimated Hours
Actual Hours for this period
Engagement Type
Team Size
Technology
Issue Raised on

Corrective Actions

Process Compliance Report

INTERNAL
TemplateCGI-ISMC
Ver 3.2
PVT LTD, India

Responsibility

Target Closure Date

Status

Process Compliance Report

INTERNAL
TemplateCGI-ISMC
Ver 3.2
PVT LTD, India