Please ensure if you have an action that is due you have an update during the Sunrise Meeting if you

ou are unable to attend Please nominate a deputy. Project TTB Managed Services Sunrise Meeting Daily @ 10:00 India - Toll: 02233019403 India - Toll Free: 1800407124523 United Kingdom - Toll Free: 08003764258 United Kingdom - Toll: 02033645962 Participant PIN 361441 Duration: 30 Minutes Meeting called by: Type of meeting:
Moderators:

Arvind Narasimhamurthy, Siva Goli Sunrise Meeting

Syed Haseebuddin, Neelesh Bhoyar, Siva Goli, Arvind Narasimhamurthy, Steve Deakin
Service Desk DISE Configuration DISE Development BPM ESB OLB Rainbow Teleserve/Calculus Ms Dynamics DBA/Unix IT Infrastructure /Unix Onshore Service Management Offshore Service and Delivery Offshore Development - Onshore Development Offshore Problem Management Incident Manager - Onshore Incident Manager Offshore Haseeb Prasanna Prasanna Uma Mahesh/Reventh Uma Mahesh/Santosh Uma Mahesh/Ramakrishna Tim Bairstow Dan Trueman Nishant Siva, Aslam Rajeev Sharma Siva Goli Arvind Narasimhamurthy Rajneesh & Aman Uma Mahesh Steve Deakin Neelesh

Attendees:

Apologies: Agenda Topics: 15 Minutes 10 Minutes 5 Minutes Action List / Critical issues Action Log AOB
1. 2. 3. 4. 5. 6. 7. 07/03/2012 Page: 1 of 3 Service Desk Update (Flash Report) Note: Outages [1] Service Desk DISE Configuration DISE Development BPM ESB OLB Patni Internal Haseeb / Avanti Haseeb / Avanti Prasanna Prasanna Uma Mahesh/Revanth Mahesh/ Santosh Mahesh/Ramakrishna Version: 3.0

All All All

Daily Daily Daily Daily Daily Daily Daily

8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

Rainbow Teleserve/Calculus Ms Dynamics IT Infrastructure /Unix Onshore DBA/Unix Offshore Service Management/Delivery Service Delivery Incident Management Update Change Management Update Unplanned changes/Emergency maintenance work Problem Management Update Escalations made overnight/weekend Dash Board review Action List Update SLA Failure Review RCA Report Review Any Other Business AOB

Tim Bairstow Dan Trueman Nishant Rajeev Siva / Aslam Siva Goli Arvind Narasimhamurthy Steve D/Neelesh Steve D/ Subina All Hafeez / Arvind On call Incident manager Haseeb/ Avanti All Haseeb Steve/Neelesh All

Daily Daily Daily Daily Daily Daily Daily Daily Daily Weekly Daily Daily Daily Daily Daily Daily Daily

KPIs

Sunrise Meeting KPI: KPI Last Occurrence Date (Failure) 14/11/2011 100(%) 19/1/2012 76.40 (%) 14/11/2011 100 (%) 14/11/2011 (%) 14/11/2011 100(%) 14/11/2011 (%) 10/02/2012 (14%) Days Most Status Since Last Days Occurence Without Incident 64 64

Calls answered within 25 seconds (Target 90%) P3 & P4 Tickets resolved within SLA (Target 90%) P1 Ticket resolved within SLA (Target 90%) P2 Tickets resolved within SLA (Target 90%) Response SLA for P1 (Target 95 %) Response SLA for P2 (Target 95 %) First Time Fix (Target 20%)

24

24

5 4 8 9

5 4 8 9

07/03/2012

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Action Log

No 1

Action Team unable to access Remedy through hot desk. Infrastructure team working on this. 16/01/2012 As per todays Sunrise meeting, this will be moved on until next Monday so that the Infrastructure team can investigate further. Any updates before this date will be provided. 30/01/2012 Update to be provided on 1st Feb. 02/02/2012- This issue is intermittent. Investigation will be carried out whenever it occurs again. 14/02/2012 Update to be provided on 17th 17th No further updates. Progress would be made by 23rd as Infra team is working on other issues. 05/03/2012- Rajeev informed that team are working on this next update by Friday 9/03/2012

Actionee/ Original Date Rajeev

Due By 05/03/12

P1 Issues for the Month of March 2012 INC000000136049 INC000000137260(5/03) INC000000137260 Dise unavailable Latency while accessing myTTB website ESB

P2 Issues For the Month of March 2012

Breached Tickets for the Month of March 2012

07/03/2012

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