SDI Welcome Kit

V2.0

Welcome Kit
SERVICE DELIVERY
CSC-Internal

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DOCUMENT INFORMATION

Title: SDI – Welcome Kit

Approval date: 1-July-2016

Approved by: Gurpreet Singh

Author: Vaibhav Kambley

CHANGE LOG

Version Date Sections or pages changed

1.0 24-Apr-2005 Initial Document

1.1 04-Sept-2015 Modified according to current policies and procedure.

2.0 1-July-2016 Modified according to current policies and procedures.

This document and its content are proprietary property of CSC. The content of this document shall not be
used, published, disclosed, or disseminated, as a whole or in part, without the written consent of CSC.

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Table of Contents
1. OBJECTIVE 4
2. SCOPE 4
3. INTRODUCTION 4
4. KNOW YOUR SDI TEAM 4
4.1 SDI CONTACT DETAILS AND ESCALATIONS 5
4.2 SDI POLICIES AND PROCEDURES 5
5. SDI SUPPORTS AREAS 5
5.1 CONNECTIVITY SUPPORT 5
5.2 PLATFORM SUPPORT 5
5.3 CLIENT SITE SERVICES SUPPORT 6
5.4 SOFTWARE ASSET MANAGEMENT SUPPORT 6
5.5 HARDWARE ASSET MANAGEMENT SUPPORT 6
5.6 WORKPLACE EXPERT SUPPORT (REMOTE RESOLUTION TEAM) 6
5.7 SERVICES WHICH ARE NOT COVERED UNDER SDI 6
6. PROCEDURE TO RAISE IT-NSR REQUEST 7
7. SOME IMPORTANT DO’S AND DON’TS 8
7.1 Do's 8
7.2 Don’ts 8
8. IMPORTANT INFORMATION 9
8.1 FOR ANY INCIDENT OR BREAK FIX 9
8.2 FOR ANY NEW SERVICE REQUEST 9
8.3 WORKSTATION SECURITY AWARENESS 9
8.4 VIRUS INCIDENT REPORTING 10
8.5 SECURE ID FAQ 10
8.6 SKYPE FOR BUSINESS 10
9. CISCO PHONE SERVICE 11
9.1 DIAL WITHIN CSC INDIA 11
9.2 DIAL OUTSIDE INDIA 11
9.3 DIAL CSC BRIDGE NUMBERS 12
9.4 RECEIVING CALLS FROM OTHER COUNTRIES 13

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1. OBJECTIVE
To provide first-hand information about SDI (Service Delivery Internal) operations and support
arrangements for CSC India users and make them familiar with SDI process and people.

2. SCOPE
The information provided in this document is applicable to SDI team’s IT operations across CSC India
Offices.

3. INTRODUCTION
Service Delivery – CSC Internal (SDI) is the internal IT team that provides support and services related
to internal IT Infrastructure (eg... Internal Infrastructure Servers, Networks, Desktop Support, Service
desk) etc. SDI regularly attains organization wide certifications and ensure that process adherence
remains a core value with Strong customer focus, quick and round-the-clock response and prompt
problem resolution are the hallmark of Service Delivery – CSC Internal. In the present fast growing
and time to market IT space, we all are aware that IT infrastructure support is one of the critical area
for companies like ours. So we felt that it is important for us to furnish the first-hand information
about SDI and its operations to all employees. This document would comfort in familiarizing with the
SDI people and process.

4. KNOW YOUR SDI TEAM

SDI operates as a Service Delivery Organization. SDI provides IT infrastructure support which
includes Network, Server, Desktop/Laptop/Printers Hardware & Software, related support and
maintains the availability of these systems at all times.

Following are the different line of services within SDI team

• Centralized IT Service Desk: To record end user’s break-fix issues in form of tickets and
routing tickets to respective line of service. First Point of Contact to users for all break fix
calls and updates on new requirements of any hardware and software resources.
• Workplace Expert Services (WES): First level remote support team who remotely attend to
user’s tickets via chat or phone call and provide resolution for all incidents/service requests.
• Connectivity Services team who provide network support
• Platform Services team who support Servers and other critical systems.
• Client Site Services – iTouch (CSS) who provide desktop support at end user’s desk.
IT Hardware Asset Management (HAM) team which takes care of IT Hardware & peripherals
allocation and deallocation to end users. Including initiating procurement of IT equipment.
(eg.. NEW PC, Laptop, headset, Hardware upgrade requests etc..)
• IT Software Asset Management (SAM) who takes care of manage and procurement of
Software licenses.

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Please refer to the following links for SDI org-chart and Escalation & Contacts matrix.

4.1 SDI CONTACT DETAILS AND ESCALATIONS

Please refer the location specific escalation and notification document available at the below URL:
https://c3.csc.com/groups/india-service-delivery-internal

4.2 SDI POLICIES AND PROCEDURES

Please refer the below link for SDI Policies and Procedures

https://portal.amer.csc.com/wiki/display/ourspace/Service+Delivery+Internal+Procedures

5. SDI SUPPORTS AREAS

SDI provides IT infrastructure support which includes Connectivity, Platform, Client Site Support and
IT hardware (HAM) /software (SAM) related support and maintains the availability of these systems
all the time. Users who need assistance with IT related services should reach Service Desk via eChat
(http://chat.csc.com). Use global pass credentials to logon to the eChat application.

5.1 CONNECTIVITY SUPPORT

This team is responsible for providing support for:

• LAN Support
• WAN support - Connectivity to the client network
• WAN support - Voice
• Internet connectivity Support
• Implementation and commissioning of all the network services in the new sites
• DR (Disaster Recovery) plan and testing for India.

5.2 PLATFORM SUPPORT

This team provides support for all core Infrastructure servers like

 Windows Domain controllers

 File & Print Servers
 DHCP and DNS servers
 Backup server
 Data Backup and restoration, Network Printers.
 Hardware & OS support for Project servers

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5.3 CLIENT SITE SERVICES SUPPORT

Client Site Services team is a part of Workplace – GDN and is responsible for taking care of touch
support/physical support related services required at the client sites. The scope of work generally
depends on the client requirements and the touch support requirement can cover technology areas
like PCs - Desktops & laptops Hardware support, Windows & iMac SOE PC Operating system,
printers, peripherals etc. Generally, the services include break fix support & service request support,
IMAC support (Install, Move, Add, and Change) and non-ticketed proxy work.

5.4 SOFTWARE ASSET MANAGEMENT SUPPORT

The SAM team provides support for software licensing, installation and procurement. User requiring
any software should log request through IT-NSR system. You may refer point no. 5 for steps on how
to raise an IT-NSR request.

5.5 HARDWARE ASSET MANAGEMENT SUPPORT

The HAM team provides support for PC/Laptop/Peripheral allotment, New Joinee Facilitation, No-
Dues and procurement. User requiring any hardware asset should log request through ITNSR system.
You may refer point no. 5 for steps on how to raise an ITNSR request.

5.6 WORKPLACE EXPERT SUPPORT (REMOTE RESOLUTION

TEAM)
All the tickets which are remotely resolvable are routed to the WES team. WES team will re-route
the tickets which need touch support to the CSS team.

5.7 SERVICES WHICH ARE NOT COVERED UNDER SDI

 Projector and Video conferencing facility support is provided by facility administration team.
 Email ID creation and deletion is taken care by on-boarding shared services team.
 Stationary requests are managed by administration team.
 Door access and cubicle keys managed by facility administration team.
 Workday login issues managed by CSC AnswersIndia.

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6. PROCEDURE TO RAISE IT-NSR REQUEST – New

Service Requests for engaging HAM & SAM teams
1. Access URL https://in.portal.csc.com
2. Login with global user ID and password.
3. Access “Application Portal” as shown below.
4. Select “Service Delivery” tab go to “IT Service Request System” and select “Service Request
Submission” as shown below to raise a new request.

5. Select appropriate category from the left panel while raising the request. Also fill all the
mandatory details and submit the request as shown below.
6. Request will be processed after the NSR is approved by the manager and respective team will
raise a remedy request to complete the activity.

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7. SOME IMPORTANT DO’S AND DON’TS

7.1 Do's
 Always contact us via the service desk.
 Raise an IT/NSR when requesting for additional services/material.
 Always use your own domain id for logging the machine.
 Use duplex printing.
 Co-operate with Client Site Services(CSS) for all organization wide security directives.
 Restart your PC once a week to ensure all the patches are updated properly.
 Always remember to lock your screen before you leave your desk.

7.2 Don’ts
 Do not install unauthorized application on your machine. Services like Web, SMTP, Telnet, FTP
and proxy servers are highly vulnerable and must be disabled if not being used.
 Do not share any folder to everyone group. If any folder is required to be shared (for imperative
business use), selective access needs to be provided to authorized users only.
 Do not share any passwords.
 Do not send in requests or complaints via E-mail to the engineers directly. Use service desk,
IT/NSR systems only.
 Do not misuse the Internet facility.
 Do not indulge in Chain Mails.
 Don’t try to open/repair any hardware (printer/Laptop/Desktop/etc.) instead if you need any
help, contact ServiceDesk via eChat tool.
 Do not try to open printer trays or printer covers to solve paper jams - you may end up damaging
the printer parts.
 Do not use Peer-to-Peer (P2P) applications
 Do not use Instant messaging applications other than "Sametime and Skype for business"
 Do not open any unknown recipient mail in Outlook, Lotus Notes, Internet (Gmail, Hotmail,
Yahoo, Rediffmail etc.) with attachments having extensions - .bat, .cmd, .com, .exe, .pif, .scr, .job,
.vbs or with any suspicious attachment.
 Do not open .zip attachments received from suspicious account and with suspicious subject.
 Do not download any file from Internet directly with an attachment .bat, .cmd, .com, .exe, .pif,
.scr, .job or .zip, .vbs extension from unauthorized websites.
 Before accessing any website link (Hyperlink) place the mouse cursor on the link to verify the
destination URL in status bar before clicking on it.

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8. IMPORTANT INFORMATION
8.1 FOR ANY INCIDENT OR BREAK FIX
 Any IT service stopped due to a reason impacting the business would be considered as Incident.
For example
 Outlook related problem
 System performance degradation problems
 Monitor, Keyboard problems
 Application crash (, MS Office, Skype for Business, VPN client, etc…)
 Printer, mails, IE related problems.
 Link connectivity issues.
 Virus infection.
 All users shall report their incidents primarily to Service desk through e-Chat.
(http://chat.csc.com).

8.2 FOR ANY NEW SERVICE REQUEST

 Any Add/Move/Change/Remove of IT resource (i.e., either Hardware or Software) required for a
user to improvise the business would be considered as Service Request. Following are few of
examples for Service Request
 PC/Laptop for New Joinee & shifting of PC’s
 Additional PC's for projects
 New Software requirement (standard approved software)
 Transfer of software
 Request for shared folders (Project specific space other than individual space)
 Visitor network access
 Backup & restore requests
 CISCO Phones & Headsets
 Access to Lotus Notes Database
 All the service requests must be approved by respective user Manager followed by other
approvers on need basis, if any. For example, new Hardware or Software procurement, bulk
shifting activities, Training setup, folder access, etc.

8.3 WORKSTATION SECURITY AWARENESS

We use McAfee Antivirus software for virus protection and it has been loaded in all our desktops and
laptops by default. To protect your machines from latest viruses and vulnerability, SDI recommends
following actions.

• We have a centralized console which will push the updates to all clients and ensure that
McAfee Antivirus DAT files are up-to-date. Generally, this takes 4-8 hrs. time for all our
machines get updated, and in case of emergency we may ask you to manually verify and
initiate the update.
• Security patch manager server ensures that your machine is installed with the latest
security patches. WSUS (Windows system update services) client installed on your
machine will take care of automatic installation of latest security patches and will ask for
re-boot. Make sure to Re-boot machine after installation of patches else WSUS client will

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not able download the newly released patches. Newly installed patches are not effective
until the PC/laptop is rebooted and cannot protect against latest vulnerabilities.

8.4 VIRUS INCIDENT REPORTING

If you have reason to suspect the presence of a virus in your PC/Project server that you are
responsible for, then please do the following:

• Disconnect your PC from the network immediately and do not switch off the machine.
• Reach Service desk via chat services and report the same with help from your colleagues
or manager.

8.5 SECURE ID FAQ

Please refer the document available at the below given C3 URL to know about process of acquiring,
activating and deactivating Secured tokens and related accounts.

Three types of CSC Secure ID/RAS tokens

 North America Region token (Used to connect to CSC network from home network)
 EMEA Region token (Used to connect to CSC EMEA regions client VPN servers)
 Australia Region token (Used to connect to CSC Australia regions client VPN servers)

https://c3.csc.com/docs/DOC-1061072

8.6 SKYPE FOR BUSINESS

‘Skype for Business’ is a Microsoft hosted communications service that connects people anytime and
from virtually anywhere by delivering the collaboration capabilities of ‘Skype for Business’ Server as
a cloud-based service. It gives users access to presence, instant messaging, audio and video calling,
rich online meetings, and extensive web conferencing capabilities.

Please refer the below training video for detailed explanation on various features available with
'Skype For Business’ tool.

https://c3.csc.com/docs/DOC-992810

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9. CISCO PHONE SERVICE

All Cisco phones have two lines 1) CUG (closed user group) 2) PSTN.

9.1 DIAL WITHIN CSC INDIA

To dial within CSC India, dial the six-digit extension number via CUG Extension number differentiation are
as follows:

70 XXXX : Noida 76 XXXX : Bangalore

72 XXXX : Chennai PKT & DLF 707 XXX : Indore
73 XXXX : Chennai SDF 708 XXX : Indore
74 XXXX : Hyderabad B4 & B7 78 XXXX : Mumbai
75 XXXX : Hyderabad DLF

9.2 DIAL OUTSIDE INDIA

You can also dial US, UK, Australia & Rest of the World via CUG

• To Dial US: ‘99’ and the US number

• To Dial UK: ‘970’ and the UK number
• For dialing other countries: ‘97' '00' 'country code' 'entire number’.
Ex. to call Germany number -0180 500 2918, you dial: ‘97' '00' '49' '1805002918'
• To Dial Australia: ‘9600’ and the Australia number
Ex. to dial Australia number -23089323, you dial ‘9600’ ‘23089323’
We can dial following countries Via CUG:

Country Country Code Country Country Code

South Africa 27 Sweden 46
Greece 30 Norway 47
Netherlands 31 Poland 48
Belgium 32 Germany 49
France 33 Brazil 55
Spain 34 Turkey 90
Italy 39 Ghana 233
Romania 40 Ireland 353
Switzerland 41 Czech Republic 420
Austria 43 Hong Kong 852
Denmark 45 Singapore 65
In above example, quotes are to differentiate importance / functions of those digits, but to be dialed in
one shot, without any pause. Also, for outside dialing, if someone has given your number with a zero
prefix, you need not dial zero after the country code.

To dial any other country not listed above please use ‘99’ ‘00’ ‘Country code’ ‘number’.

System will prompt “Enter Authorization Code”, then enter “STD/ISD Authorization code” + “#”

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9.3 DIAL CSC BRIDGE NUMBERS

CSC conference Bridge numbers are as follows:

CSC Conference Number Country Dial Code Remarks

From Land Line / Cell Phones on CUG
18773870847 US 9*3
16312299257 India From COCP Phones the rate is 60 paise
per min

888 567 4484 US 9*5

Stage 1 - 000117 India - Two stage Dialing, Stage 1 - dial
000117,
Stage 2 - 888 567 4484 Stage 2 when prompted dial - 888 567
4484

888 804 6831 US 9*6

Stage 1 - 000117 India - Two stage Dialing, Stage 1 - dial
000117,
Stage 2 - 888 804 6831 Stage 2 when prompted dial - 888 567
4484

888 232 6885 US 9*7

Stage 1 - 000117 India - Two stage Dialing, Stage 1 - dial
000117,
Stage 2 - 888 232 6885 Stage 2 when prompted dial - 888 567
4484

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9.4 RECEIVING CALLS FROM OTHER COUNTRIES

Refer the below chart for information on how to receive call from other countries:

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