Standard Operating Procedure: IT
Instructions:
Procedures has been documented in RACI format. The meaning of RACI is as below
R - Responsible for :
These are the activities, which the Role executes and completes, and is responsible for action and/or roll-out.
A - Accountable for :
These are the activities, which the Role has to get done and has the control to review the outcome of these activities
C - Consulted for :
These are the activities, for which the respondent may be consulted or asked to provide inputs, if needed
I - Informed about:
These are the activities, which when executed, the respondent will be informed off, so that that information may be of use to
the respondent for some other activity
> Process Chart Work sheet provides Summarry of list of Processes and Sub process for brief understanding
> All these subprocesses are divided in to three categories viz Plan, Deliver and Monitor.
> For each of the subprocesses, there are further actvities whcih are noted sequencially in checklist format in SOP worksheet.
> Each actvity has been mapped with frequecy, System (if, to be done in system)
> The table has different organisational roles mentioned in the columns.
> Each role is mapped with R or A or C or I aganist activities for Role Clarity
TABLE OF CONTENT
1
Process and Subprocess List
3
2
SOP in RACI
4
3
Job Aids
27
List Of Processes
Process
Subprocess
ID
Subprocess
Information Technology
IT - 01
Develop IT Strategy
Information Technology
IT - 02
Prepare Annual IT Budget
Information Technology
IT - 03
Evolve IT Architecture and Standards
Information Technology
IT - 04
Identification & Development of IT Products and Services
Information Technology
IT - 05
Deploy IT Products and Services
Information Technology
IT - 06
Manage IT Vendor Relationships
Information Technology
IT - 07
Manage New Employee
Information Technology
IT - 08
Manage Employee Exit
Information Technology
IT - 09
Manage Licenses
Information Technology
IT - 10
Manage System changes configuration
Information Technology
IT - 11
Manage System Changes error
Information Technology
IT - 12
Manage Enhancement/New Development - System
Information Technology
IT - 13
Manage Enhancement/New Development - Non System
Information Technology
IT - 14
Manage Incidents
Information Technology
IT - 15
Manage IT Procurement
Information Technology
IT - 16
Manage Routine Data Backup
Information Technology
IT - 17
Manage Service Request
Information Technology
IT - 18
Manage Authorization
Information Technology
IT - 19
User Account Creation - General
Information Technology
IT - 20
Disable User Accounts
Information Technology
IT - 21
Tag IT Asset
Information Technology
IT - 22
Manage Disposal of IT Assets
Information Technology
IT - 23
IT Disaster Recovery
Information Technology
IT - 24
Manage IT Audit
3
I
I
I
IT - 01
Develop IT Strategy
2
Create Steering Committee for IT selection and monitoring.
Y
A
R
I
I
I
IT - 01
Develop IT Strategy
3
Y
A
R
C
C
IT - 01
Develop IT Strategy
4
Y
I
R
C
C
IT - 01
Develop IT Strategy
5
Y
R
C
C
IT - 01
Develop IT Strategy
6
Assess Current Data Environment with respect to practices.
Y
R
C
C
IT - 01
Develop IT Strategy
7
Forecast Outsourcing IT requirement
Y
A
A
R
C
C
IT - 01
Develop IT Strategy
8
Determine future IT Projects based on the IT Strategic Plan.
Consider future system strategy in light of enhance, replace,
or retire options.
Y
A
A
R
C
C
Develop IT Strategy
9
Identify and prioritize those systems solutions which are
critical to the business and to the success of implementing
the business’s strategy. Business-enabling system solutions
assist and support the business.
Y
A
A
R
I
I
I
IT - 01
Develop IT Strategy
An asset management strategy is established to move the
business toward the target IT environment. The strategy is
10 used to establish IT inventories, manage IT asset life cycles,
obtain economies from integrated procurement approaches
and design decommissioning plans.
Y
A
A
R
R
R
I
IT - 01
Develop IT Strategy
11 Develop and Evolve Security Strategy and Plan.
Y
A
A
R
C
C
C
IT - 01
Develop IT Strategy
12 Consider Sourcing Strategies.
Y
A
A
R
C
C
I
IT - 01
Develop IT Strategy
13
Y
A
A
R
C
C
C
IT - 01
Y
Create Benchmark of future Needs and Prioritize as per the
requirement.
Assess Current Technology Environment with respect best
practices.
Assess Current Application Environment with respect to best
practices.
Develop and Evolve overall IT Strategy (Applications,
Technology, Information, Data).
4
C
C
C
R
Manager Accounts
R
ManagerProcurement
A
Functional
Department Head
Y
COO
Consider Future Business Direction and forecast the IT
requirement.
Director
1
Managing Director
Develop IT Strategy
TAT
IT - 01
Activity
Frequency
Develop IT Strategy
System
IT - 01
Sub process
Activity No.
CFO
Information
Technology
Information
Technology
Information
Technology
Executive - Network
Administrator
Information
Technology
Executive - Help Desk
Information
Technology
Manager - IT
Information
Technology
Head Operations
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
C
IT - 01
Develop IT Strategy
15
Align and communicate IT strategy with respect to overall
business strategy.
Y
A
R
R
I
I
Y
A
R
C
C
Y
A
R
R
R
Y
C
A
R
R
A
R
R
R
A
C
C
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
IT - 02
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
A
Y
1
2
3
Establish Cost i.e. Personnel, Hardware, Software
Review and analyze the actual expenditure incurred
departments wise, category wise for the previous year
Collect the IT requirement from departmental heads for the
next financial year
C
4
Consolidate and categorize the IT requirements
Y
5
Review the IT requirements and refer the previous vendor
price/take latest price from vendors
Y
6
Develop and consolidate IT budget
Y
A
R
C
C
7
Check the consolidated IT budget
Y
A
R
I
I
8
Send the consolidated budget to Budgeting & MIS with
specific format for consideration.
Y
A
R
I
I
I
9
Discussion on given budget and justification on same.
Y
A
R
I
I
C
10
After discussion, review and mutual agreement on budget
send it for final approval to CFO.
Y
R
R
I
I
A
R
I
I
A
R
C
C
A
R
C
C
A
R
R
R
11 Approval Status ?
A
Y
If approved go to activity number 14 and if not approved go
to activity number 13
If not approved check the where non approved point discuss
13
and rectify and get the final approval
Track budget IT expenses against budgets IT expenses
14
(Month wise)
12
15 Discuss deviations any exceptional
16
C
R
Y
A
Y
Y
I
Y
Incase during the year a unplanned budget activity arise do
the cost Vs benefits analysis for same.
5
I
E
C
C
Manager Accounts
C
ManagerProcurement
Executive - Network
Administrator
R
Functional
Department Head
Executive - Help Desk
A
CFO
Manager - IT
A
COO
Y
Director
Develop project plans that provide estimates for time
required, resources required, and estimated project costs.
Managing Director
14
TAT
Develop IT Strategy
Frequency
IT - 01
System
Activity
Head Operations
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Activity No.
Information
Technology
Sub process
Sub process ID
Process
Y
I
Y
C
I
I
I
I
I
I
R
I
R
C
C
C
A
C
C
Y
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Information
Technology
IT - 03
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
Evolve IT
Architecture and
Standards
I
1
Define and Enhance IT Development Methodology
Y
2
Research and Pilot New Technologies
Y
C
A
C
C
3
Design and Manage Data Architecture
Y
C
A
R
R
4
Design and Manage Process/Application Architecture
Y
C
R
R
R
5
Design and Manage Computing Platforms Architecture
Y
C
R
R
R
6
Design and Manage Network Architecture
Y
C
R
7
Design Standards for Information Repositories
Y
C
A
R
R
R
C
8
Develop and Manage Information Repositories
Y
C
A
R
C
C
C
9
Develop / evolve a comprehensive disaster recovery plan
from existing interruption plans.
Y
C
A
R
R
R
C
Y
6
I
R
Manager Accounts
R
ManagerProcurement
I
Functional
Department Head
COO
CFO
A
Director
Managing Director
TAT
Frequency
System
Activity No.
If approved the by MD, Refer the SOP for budgeting If not
approved then go the activity no 19
If further clarification required by MD provide the same or
19
else document the rational and close the process
18
Y
Executive - Network
Administrator
IT - 02
17 Submit the analysis to Managing Director for approval
Executive - Help Desk
IT - 02
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Prepare Annual IT
Budget
Activity
Manager - IT
IT - 02
Sub process
Head Operations
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
IT
Identification of final solutions
E
5
Identification of different implementation partners
E
6
Discussion of offerings.
E
7
Define and validate technical scope.
E
8
Seek the presentation and understand the entire process
approach
E
C
IT
R
C
C
IT
A
R
C
C
IT
A
R
C
C
IT
IT
IT
IT
7
C
C
A
R
C
C
R
I
I
R
C
C
R
C
C
A
C
Manager Accounts
4
C
ManagerProcurement
E
R
IT
Functional
Department Head
Develop IT work plans / schedules and road map
A
CFO
3
COO
E
Director
Assess Systems against Selection Criteria
Managing Director
2
TAT
Y
Frequency
Develop System Selection Criteria based on Cost Vs benefits.
System
1
Executive - Network
Administrator
IT - 04
Executive - Help Desk
Information
Technology
Manager - IT
IT - 04
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Activity
Head Operations
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
IT
IT
IT
IT
IT
IT
IT
IT
R
I
I
11 Discussion on commercials
E
A
R
I
I
R
12 Discussion of terms an conditions.
E
A
E
I
I
R
13 Submit the proposal to MD
E
A
R
I
I
14 Jointly Negotiation on commercial
E
A
C
I
I
R
A
R
I
I
R
System
15
After commercial discussion, preparation/validation of
service agreement.
E
16
Get the validation on service agreement from
legal/contracts departments
E
17 Preparation of PO & PR and approved
E
8
I
C
I
A
A
R
I
I
R
R
A
R
Manager Accounts
R
ManagerProcurement
E
Functional
Department Head
10 Pre Finalization of implementation partners.
CFO
C
COO
C
Director
R
Compression of different Implementation partners with
respect to technical and commercial
Managing Director
R
9
TAT
E
Activity
Frequency
Executive - Network
Administrator
IT - 04
Executive - Help Desk
Information
Technology
IT
Manager - IT
IT - 04
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Head Operations
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
IT - 04
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 05
IT - 05
IT - 05
IT - 05
IT - 05
IT - 05
IT
IT
I
R
R
R
IT
20 Perform System Integration Testing
E
I
A
R
R
IT
21 Perform User Acceptance and System Testing
E
I
A
R
R
IT
22 Document Systems Against Selection Criteria
E
I
A
R
R
IT
23 Develop User Procedures and Training Requirements
E
I
A
R
R
Deploy IT Products
and Services
Deploy IT Products
and Services
Deploy IT Products
and Services
Deploy IT Products
and Services
Deploy IT Products
and Services
Deploy IT Products
and Services
1
Create a Cross-Functional Deployment Team
M
A
R
C
C
2
Promote Application / Systems to Production Environment
M
I
A
R
R
3
Decommission Legacy System
M
I
R
R
R
4
Evaluate Applications/ Systems Usage
M
C
A
R
R
5
Evaluate System Benefits Post-Implementation
E
A
R
R
R
9
R
Manager Accounts
E
19 Perform Program / Unit Testing
ManagerProcurement
I
COO
I
I
Director
R
E
Managing Director
R
18 Kick off Project
TAT
R
Activity
Frequency
C
System
Functional
Department Head
IT - 04
CFO
Information
Technology
Executive - Network
Administrator
IT - 04
Executive - Help Desk
Information
Technology
Manager - IT
IT - 04
Sub process
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Identification &
Development of
Products and
Services
Head Operations
Information
Technology
Activity No.
Sub process ID
Process
IT - 06
IT - 06
IT - 06
IT - 06
Information
Technology
IT - 07
Manage New
Employee
Information
Technology
IT - 07
Manage New
Employee
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 07
IT - 07
IT - 07
IT - 07
IT - 07
IT - 07
IT - 07
IT - 07
IT - 07
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Manage New
Employee
Executive - Network
Administrator
CFO
Functional
Department Head
C
C
A
R
R
R
C
C
E
C
A
R
R
Evaluate and Assess Vendor Capabilities
E
C
A
R
R
6
Measure Vendor Performance
E
C
A
R
R
7
Establish Vendor Performance Metrics
E
C
R
R
R
1
Receive the requisition for E mail through prescribed,
desktop/laptop, data card allocation from via email from HR
E
E-7
E
E-6
E
2
3
4
5
6
Get the approval from Director and departmental head for
unbudgeted request
Determine Desktop/laptop configuration based on request
from HR
check availability in IT stock
Allocate required item and inform HR and departmental
head through E mail
Check type of E mail id as per HR request with suggested E
mail id
A
R
I
I
C
I
R
A
E-7
C
I
R
E
E-7
I
A
R
E
E1
I
A
R
I
E
E1
I
I
R
I
A
7
Create new employee Mail ID
E
E1
I
A
R
I
8
Inform the same to HR
E
E1
I
I
R
I
9
Handover laptop, desktop and data card to employee
E
E1
I
A
R
I
E
E1
I
R
I
10 Help Employee to get initiated
10
Manager Accounts
Executive - Help Desk
C
ManagerProcurement
Manager - IT
5
Head Operations
Track and Manage IT Vendor Contracts
COO
4
TAT
E
Frequency
Define Needs and Service Level Requirements
System
1
Director
IT - 06
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
Activity
Managing Director
IT - 06
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 08
IT - 08
IT - 08
IT - 08
IT - 08
E1
I
I
R
A
E
E-1
C
I
R
A
I
R
E1
E
System
E
6
Update IT Asset inventory
E
E1
7
Format the Laptop/Desktop
E
E2
I
I
R
8
Retain the backup data and delete only when concerned
department confirmation is received
E
E1
I
I
R
I
I
I
R
I
I
R
IT - 09
Manage Licenses
IT - 09
Manage Licenses
1
Receive and assess request for licenses from user
department
E
E1
IT - 09
Manage Licenses
2
Forward licenses requisition to IT by user department
E
E1
IT - 09
Manage Licenses
3
Receive licenses requisition from user department
E
E1
I
I
I
IT - 09
Manage Licenses
4
Check availability of licenses
E
E2
I
A
R
IT - 09
Manage Licenses
5
If Yes then go to activity 6 if No then go to activity no 10
E
IT - 09
Manage Licenses
6
Seek approval from Head Operations for issue of licenses
E
E2
A
R
IT - 09
Manage Licenses
7
Receive request for issue of licenses
E
E2
I
R
IT - 09
Manage Licenses
8
Match licenses to user Ids and update allocation records
E
E2
I
R
IT - 09
Manage Licenses
9
Update and manage licenses inventory records
E
E2
I
R
11
I
Manager Accounts
I
E1
I
ManagerProcurement
R
E
5
Functional
Department Head
A
Take back up of all data of outgoing employee
CFO
C
2
4
Executive - Network
Administrator
R
E-15
Process IT clearance, get clearance certificate signed from
HOD
Employee to handover Laptop/desktop, data card, pen drive
etc (IT asset) to IT team
Get guidance from HOD/Functional head on
continuation/immediate stoppage of E mail id
Executive - Help Desk
A
E
COO
R
Receiving information for about exiting employee
Director
I
1
3
Managing Director
Manager - IT
IT - 08
Head Operations
IT - 08
I
TAT
IT - 08
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Manage Employee
Exit
Activity
Frequency
IT - 08
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
I
E3
A
R
I
E
E4
C
R
C
R
16 Create the PO & PR
E
E5
C
A
R
R
Manage Licenses
17 Conduct purchase of licenses
E
E6
A
R
R
R
IT - 09
Manage Licenses
18 Update and manage licenses inventory records
E
E
I
R
IT - 09
Manage Licenses
19 Match licenses to user Ids and update allocation records
E
E1
I
R
IT - 09
Manage Licenses
20
Incase of employee severance, hold licenses in inventory
and assign to new joinee
E
I
R
1
Receive request from users for new business requirement
through Email/online tool/ Ticketing tool
E
E1
2
Assess the requirement
E
E2
3
Check Is this a configuration issue
E
E2
4
If Yes then go to activity 6 if No then go to activity no 5
E
E2
IT - 09
Manage Licenses
11 Receive request for new licenses by Head Operations
E
E2
IT - 09
Manage Licenses
12 Check if budgeted
E
E2
IT - 09
Manage Licenses
13 If Yes then go to activity 15 if No then go to activity no 14
E
IT - 09
Manage Licenses
14
Discuss with Head Operations and CFO on licenses
procurement approval
E
IT - 09
Manage Licenses
15 Conduct rate negotiation with vendors for new licenses
IT - 09
Manage Licenses
IT - 09
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
System
E
12
I
A
I
A
I
I
I
I
C
A
R
I
R
ManagerProcurement
R
Seek approval from Head Operations for new licenses
procurement
CFO
C
10
A
R
Manager Accounts
Functional
Department Head
Executive - Network
Administrator
Executive - Help Desk
Manager - IT
R
Manage Licenses
COO
I
IT - 09
Director
Head Operations
Managing Director
R
TAT
I
Activity
Frequency
A
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
IT - 10
Information
Technology
Information
Technology
IT - 11
IT -11
Manage System
Changes error
Manage System
Changes error
E4
A
R
Get approval from impacted System module leaders of
Implementation team, Head Operations
E
E4
8
Can it be resolved by Implementation
E
9
If Yes then go to activity 10 if No then go to activity no 11
E
System
7
Manager Accounts
R
E2
ManagerProcurement
A
E
Functional
Department Head
A
Prepare PCR (Process Change Request)
CFO
R
6
Executive - Network
Administrator
R
E2
Head Operations
A
E
COO
R
Manage enhancement/new development - System
Director
R
5
Managing Director
Executive - Help Desk
IT - 10
Manager - IT
Information
Technology
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
Manage System
changes
configuration
TAT
IT - 10
Activity
Frequency
Information
Technology
Sub process
Activity No.
Sub process ID
Process
10 Make necessary configurations
E
E5
I
R
R
11 Receive and E mail about configuration issue
E
E6
I
R
R
12
Discuss with IT team and ascertain configuration
requirements
E
E6
I
I
R
13
Log configuration details with System vendor and
understand the effort involved
E
E6
R
R
R
14
Make necessary configuration changes through System
vendor
E
E7
A
R
15
Document the changes wrt FS,TS and request number with
issue log id.
E
E7
A
R
1
Receive request from users for error resolution by
Implementation team
E
E1
I
I
13
IT -11
IT -11
IT -11
IT -11
E1
A
R
4
Can it be resolved by internal IT team
E
E1
5
If Yes then go to activity 6 if No then go to activity no 7
E
6
Resolve the same by internal IT team
E
E2
A
R
7
Make necessary correction by System vendor
E
E2
A
R
8
Inform about changes by System vendor to IT team
E
E2
I
I
9
Receive correction details by IT team checked at their end
and inform to user
E
E2
A
R
Manager Accounts
E
ManagerProcurement
Receive the mail and assess the error by IT team
Functional
Department Head
3
CFO
I
Executive - Network
Administrator
I
Head Operations
E1
COO
E
Director
Assess the error, create PCR, document and mail the details
to IT team by Implementation team
Managing Director
2
System
Executive - Help Desk
IT -11
Manager - IT
IT -11
TAT
IT -11
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Manage System
Changes error
Activity
Frequency
IT -11
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
R
R
R
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
IT -12
Information
Technology
IT -12
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
R
1
Initiate new development and enhancement
E
E1
2
Take the approval new development from Head Operations
and CFO for budgeted items
E
E2
3
If not budgeted go to (Sub Process 02 and activity No.
16,17,18)
E
4
If approved then go to activity 5 if not approved 19
E
14
A
R
R
R
R
R
A
R
R
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Initiate the discussion with the implementation team and
user to ascertain exact requirement through online portal/
email
E
E3
C
R
R
7
Preparation of details functional specification by
Implementation team
E
E3
I
I
8
Obtain sign off by from user by Implementation team
E
E5
A
I
9
Preparation of technical specification by IT team
E
E6
A
R
E
E
R
R
E
E1
A
R
12 Perform unit testing by Implementation team
E
E2
I
I
13 If successful
E
10 Begin development
11
Inform Implementation team about completion of project
plan by IT team
15
I
A
Manager Accounts
6
ManagerProcurement
R
Functional
Department Head
A
CFO
C
Executive - Network
Administrator
E2
COO
E
Director
Work on Feasibility
Managing Director
5
System
Executive - Help Desk
Information
Technology
Manager - IT
IT -12
Head Operations
Information
Technology
TAT
IT -12
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Activity
Frequency
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT -12
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
R
18 Receive test results by IT team
E
E3
I
I
19 Inform Implementation team about non approval
E
E3
R
R
C
I
1
Send request for enhancement/new development to IT
through online portal/ email by user department/person
E
E1
I
I
2
Receive online request by Head Operations by user
department/person
E
E1
I
I
3
Discuss with IT team and ascertain whether new
development/enhancement is essential
E
E2
R
R
16
C
Manager Accounts
R
ManagerProcurement
E3
Functional
Department Head
E
CFO
17 Reengineering of test failures
Executive - Network
Administrator
I
Head Operations
I
COO
E2
Director
E
Managing Director
15 Inform IT team
TAT
E
Activity
Frequency
14 If Yes then go to activity 15 if No then go to activity no 16
System
Executive - Help Desk
IT -12
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manage
Enhancement/New
Development System
Manager - IT
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
6
Inform to user for non approval
E
E3
R
R
7
Prepare detailed functional specification & technical
specification by IT team
E
E4
A
R
8
Obtain sign off from user department by IT team
E
E
A
R
9
Begin development
E
E
A
R
10
Keep user department informed on progress through
regular updates
E
E1
A
R
11 Perform unit testing
E
E
A
R
12 log results
E
A
R
17
Manager Accounts
E
ManagerProcurement
If Yes then go to activity 7 if No then go to activity no 6
A
Functional
Department Head
5
Manager - IT
E3
COO
E
Director
Approval Process
CFO
Executive - Network
Administrator
Executive - Help Desk
Head Operations
Managing Director
4
System
TAT
IT - 13
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Activity
Frequency
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
IT - 13
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
E2
16
Obtain final approval from user and upload to live
environment
E
E3
Log the incident in System solution manager by users
E
E1
I
I
E
E1
I
R
E
E1
A
R
E1
A
R
C
A
R
A
R
IT - 14
Manage Incidents
IT - 14
Manage Incidents
1
IT - 14
Manage Incidents
2
IT - 14
Manage Incidents
3
IT - 14
Manage Incidents
4
Incident Resolved
E
IT - 14
Manage Incidents
5
If Yes then go to activity 6 if No then go to activity no 7
E
IT - 14
Manage Incidents
6
Discuss the resolution with user and close the incident
E
E2
I
R
IT - 14
Manage Incidents
7
Assign basis/it team according to the nature of the incident
E
E2
A
R
IT - 14
Manage Incidents
8
Receive incident notification through System solution
manager generated E mail by technical team
E
E2
I
R
IT - 14
Manage Incidents
9
External assistance required ?
E
E3
Receive incident notification through System solution
manager generated E mail
Investigate incident and attempt to solve in test
environment
18
C
R
Manager Accounts
E
ManagerProcurement
15 Obtain test results and modify solution iteratively
Functional
Department Head
E
CFO
14 If Yes then go to activity 16 if No then go to activity no 15
COO
E1
Director
E
Activity
Executive - Network
Administrator
Executive - Help Desk
Manager - IT
Head Operations
Managing Director
13 Testing successful
System
TAT
IT - 13
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Manage
Enhancement/New
Development - Non
System
Frequency
Information
Technology
Sub process
Activity No.
Sub process ID
Process
Manage Incidents
IT - 14
Manage Incidents
IT - 14
R
I
R
I
R
Manager Accounts
IT - 14
Resolve incident with external assistance and upload
detailed solution note on service management tool.
Update status of incident and inform core user team to
14
check resolution
I
ManagerProcurement
13
I
Functional
Department Head
Manage Incidents
R
CFO
IT - 14
A
Executive - Network
Administrator
12 Log call to System for technical consultant
Executive - Help Desk
Manage Incidents
Manager - IT
IT - 14
Discuss with Head Operations and seek approval to engage
external consultant
Head Operations
11
COO
Manage Incidents
Director
IT - 14
Managing Director
10 If Yes then go to activity 11 if No then go to activity no 21
TAT
Manage Incidents
Activity
Frequency
IT - 14
System
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
E
E
E3
E
E3
E
I
E
E
15 Resolution Approved
E
E2
Manage Incidents
16 If Yes then go to activity 17 if No then go to activity no 18
E
IT - 14
Manage Incidents
17 Discuss resolution with users and close incident
E
E1
I
R
IT - 14
Manage Incidents
18 Update status of incident
E
E1
I
R
IT - 14
Manage Incidents
19 Discuss resolution with users and close incident
E
E2
I
R
IT - 14
Manage Incidents
20 Monitoring the resolution and reopen if it reoccurs
E
E2
I
R
IT - 14
Manage Incidents
21
E
E1
I
R
R
IT - 14
Manage Incidents
E
E1
I
R
R
Resolve incident and upload detailed solution notes on
System solution manager
Update status of incident and inform core user team to
22
check resolution
R
R
R
R
R
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
1
R
1
Identify requirement by IT team or by end user (in case of
end user refer the Sub Process -21)
E
E2
I
R
2
Can requirement filled up with the current inventory
E
E2
A
R
3
If Yes then go to activity 19 if No then go to activity no 4
E
E1
4
Is this Planned expenditure
E
E1
19
R
A
R
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
IT - 15
E1
7A Approval status ?
E
E1
8
If Yes then go to activity 9 if No then go to activity no 10
E
E2
9
Generate asset code for new asset and initiate for indent
E
E2
E
10 Provide further details as required
11
12
13
14
15
16
17
Information
Technology
IT - 15
Manage IT
Procurement
18
Information
Technology
IT - 15
Manage IT
Procurement
19
Information
Technology
Information
Technology
IT - 16
IT - 16
Manage Routine
Data Backup
Manage Routine
Data Backup
Invite 2or 3 vendor for quotes and further negotiation by
Procurement department.
Prepare comparative analysis and send it to Head
Operations
Evaluate comparative quotes and give final call for technical
preference by Head Operations
Complete the vendor selection by Head Operations and take
the approval from Head Operations and CFO.
Finalize delivery terms and other conditions through
discussion with the chosen vendor.
Receive delivery of asset and update the IT asset register
with tagging to user department/Primary user
Prepare handover letter and complete handover to user
department
Follow delegation of power for approval of unplanned
purchase (Refer the Sub Process 02 and activity no
16,17,18,19)
Service request from existing stock in inventory and update
asset register
I
I
R
R
I
R
E2
I
R
E
E2
C
C
R
E
E2
I
I
R
E
E2
C
C
I
E
E2
R
R
E
E2
C
I
E
E2
I
R
E
E2
I
R
E
E2
R
R
E
E2
I
R
R
R
A
1
1
Develop/Review data back up strategy and frequency every
quarter
20
Q
Q2
Manager Accounts
E
R
ManagerProcurement
Obtain accounts clearances and seek the approval as per
DOP
R
Functional
Department Head
7
A
CFO
E2
Executive - Network
Administrator
E
Executive - Help Desk
Fill out capex approval form
Manager - IT
6
Head Operations
E2
COO
E
Director
If Yes then go to activity 6 if No then go to activity no 18
Managing Director
5
System
TAT
IT - 15
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Manage IT
Procurement
Activity
Frequency
IT - 15
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
A
R
IT - 16
IT - 16
IT - 16
IT - 16
IT - 16
Stored at outsourced back end Vendor
D
D2
A
R
4
After every seven days saved to tape library/ back-up store
W
W2
A
R
E
E2
A
R
D
D2
A
R
R
W
W2
A
R
R
5
6
7
Allocate tapes for online data back up for System on
working days/regular basis
Schedule and run jobs during non working hours for back
ups
take offline tapes for storage every week and re use the
online tapes
8
Take E mail data back up on desktop Server
W
W2
A
R
Information
Technology
IT - 16
Manage Routine
Data Backup
9
Take Farvision/Others application data back up on external
hard drive and store with Head Operations under lock & key
M
M2
R
R
Information
Technology
IT - 16
Manage Routine
Data Backup
10
Transfer Farvision/other application data back up to cross
locations (DR site)
M
M2
R
R
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 17
IT - 17
IT - 17
IT - 17
IT - 17
IT - 17
IT - 17
IT - 17
IT - 17
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
Manage Service
Request
1
1
2
3
4
Receive service request from via mail, phone from user
Acknowledge request and send user call reference no.
through online tool
Obtain key information required to understand and deliver
solution
Establish with user expectations for resolution of service
request
E
E2
I
R
E
E2
I
R
E
E2
I
R
E
E2
A
R
5
Identify the root cause of issue and fix up the problem
E
E2
I
R
6
Communicate solution to user
E
E1
I
R
7
Close call logs
E
E1
I
R
8
Initiate monthly user feedback process
M
M2
A
R
21
I
Manager Accounts
3
ManagerProcurement
R
Functional
Department Head
A
Manager - IT
D1
COO
D
Director
Take the application data back up
CFO
Executive - Network
Administrator
Executive - Help Desk
Head Operations
Managing Director
2
System
TAT
IT - 16
Manage Routine
Data Backup
Manage Routine
Data Backup
Manage Routine
Data Backup
Manage Routine
Data Backup
Manage Routine
Data Backup
Manage Routine
Data Backup
Manage Routine
Data Backup
Activity
Frequency
IT - 16
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 18
IT - 18
IT - 18
IT - 18
IT - 18
IT - 18
IT - 18
IT - 18
IT - 18
IT - 19
IT - 19
IT - 19
IT - 19
IT - 19
IT - 19
IT - 19
IT - 19
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
Manage
Authorization
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
R
10
Monitor and review user feedback results through online
tool.
M
M2
I
A
R
1
1
Receiving authorization error notification from user
department
E
E2
A
R
2
Check and determine if authorization is needed
E
E2
A
C
3
If Yes then go to activity 4 if No then go to activity no 5
E
E2
4
Fill authorization request form and send it to Head
Operations
E
E2
I
R
5
Assign to appropriate group to service and issue
E
E2
A
R
E
E2
A
R
E
E2
A
R
E
E1
I
R
6
7
8
Receive confirmation and forward to basis team for
execution
Complete authorization request and inform Implementation
team
Update the authorization matrix
A
1
1
Request through online portal/ email for access to software
E
E2
I
I
2
Receive application access request via online portal/ email
by user
E
E2
I
I
3
Approval of access
E
E1
I
R
4
If Yes then go to activity 5 if No then go to activity no 6
E
E2
E
E2
I
R
E
E2
A
R
E
E2
I
R
5
6
7
Receive & Forward the approved request for user access to
designated application administrator.
Inform the user via E mail about rejection of application
access and keep log of rejection in online portal/ email
Receive the approved request for user access
22
A
I
Manager Accounts
A
ManagerProcurement
I
Functional
Department Head
M1
CFO
Executive - Network
Administrator
Executive - Help Desk
Manager - IT
M
COO
Obtain consolidated user feedback
Director
Head Operations
Managing Director
9
System
TAT
IT - 17
Manage Service
Request
Manage Service
Request
Activity
Frequency
IT - 17
Sub process
Activity No.
Information
Technology
Information
Technology
Sub process ID
Process
IT - 19
IT - 19
IT - 19
IT - 19
IT - 20
IT - 20
IT - 20
IT - 20
IT - 20
IT - 20
IT - 20
Disable User
Accounts
Disable User
Accounts
Disable User
Accounts
Disable User
Accounts
Disable User
Accounts
Disable User
Accounts
Disable User
Accounts
Refer the standard user Profile/Role
E
E2
I
R
10 Enable relevant rights
E
E1
I
A
R
11 Map user accounts name with Role
E
E2
I
A
R
12 Issue the UID default password to user
E
E2
I
A
R
13 Mail the UID and default password and user guide to user
E
E2
A
R
I
I
Manager Accounts
9
ManagerProcurement
R
Functional
Department Head
I
Manager - IT
E2
COO
E
Director
Refer user account naming convention
CFO
Executive - Network
Administrator
Executive - Help Desk
Head Operations
Managing Director
8
System
TAT
IT - 19
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
User Account
Creation - General
Activity
Frequency
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 19
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
2
1
2
Inform the Head Operations to disable application access to
the user online portal/ email via HR.
Receive and forward the request to disable access to
designated application administrator.
E
E2
A
E
E2
I
R
I
R
3
Receive the request to disable user access
E
E2
4
Disable user accounts for the application
E
E2
C
A
R
5
Inform Head Operations
E
E2
I
R
R
6
Preserve the Log of disablement.
E
E2
I
R
R
R
IT - 21
Tag IT Asset
IT - 21
Tag IT Asset
1
IT - 21
Tag IT Asset
2
IT - 21
Tag IT Asset
3
IT - 21
Tag IT Asset
4
IT - 21
Tag IT Asset
5
I
2
Coordinate with Accounts to prepare a list of IT assets and
code IT assets (Asset Tagging)
Verify the technical specifications and location of IT assets
listed
Check the IT asset tags for each desktop, printer, server,
laptop and software license
Develop and maintain the IT asset register by location and
code
Check the IT asset register
23
HY
HY2
A
HY
HY2
R
HY
HY2
R
Y
Y2
HY
HY2
A
R
R
R
R
R
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
IT - 22
IT - 22
IT - 22
IT - 22
IT - 22
IT - 22
IT - 22
IT - 22
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manage Disposal of
IT Assets
Manager Accounts
ManagerProcurement
R
Functional
Department Head
A
CFO
R
Executive - Network
Administrator
A
Executive - Help Desk
COO
Y2
Director
Y
Managing Director
TAT
Monitor renewal and termination of Annual Maintenance
Contracts (AMC) on periodic basis
System
6
Manager - IT
IT - 22
Tag IT Asset
Head Operations
IT - 22
Activity
Frequency
IT - 21
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
2
1
2
3
4
Review the current IT asset inventory and identify IT assets
to be disposed
Prepare a consolidated list of IT assets to be disposed and
obtain approval
Ensure format of memory is done for the IT assets to be
dispose off
Ensure IT Asset has been inventoried and labeled for
destruction/sale
HY
HY2
HY
HY2
R
R
E
E2
R
R
E
E2
R
R
R
R
R
5
Forward IT asset disposal list to Accounts for valuation
E
E2
6
Receive the synopsis mentioning asset details like
description, date of capitalization, value of asset etc. from
Accounts
E
E2
I
R
7
Remove IT assets for sale and update IT inventory
E
E2
A
R
E
E2
C
I
R
E
E2
A
R
R
A
R
A
R
A
R
8
9
Receive information about sale of IT assets from
Procurement Team
Obtain approval for the IT asset sale voucher from Head
Operations
IT - 23
IT Disaster Recovery
2
IT - 23
IT Disaster Recovery
1
Formulate IT disaster recovery and business continuity plan
Y
Y2
IT - 23
IT Disaster Recovery
2
Approve business continuity and disaster recovery plan from
MD, Head Operations
Y
Y2
IT - 23
IT Disaster Recovery
3
Develop responsibility matrix to manage eventualities
Y
Y2
IT - 23
IT Disaster Recovery
4
Plan and schedule regular business continuity & disaster
recovery training to the IT team
Y
Y2
IT - 23
IT Disaster Recovery
5
Define data backup rules and server redundancy rules
Y
Y2
IT - 23
IT Disaster Recovery
6
Classify data based on business criticality by department and
location in coordination with respective departmental heads
Y
Y2
24
A
R
R
C
R
R
C
R
R
IT - 23
IT Disaster Recovery
8
Establish testing standards and guidelines
Y
Y2
IT - 23
IT Disaster Recovery
9
Perform periodic IT recovery testing
M
M2
IT - 23
IT Disaster Recovery 10 Monthly check data backup
M
M2
IT - 23
IT Disaster Recovery 11
M
M2
IT - 24
Manage IT Audit
IT - 24
Manage IT Audit
1
Prepare and approve audit checklist
HY
HY2
IT - 24
Manage IT Audit
2
Run audit utility tool on the users system
Q
Q2
Q
Q2
C
A
R
Q
Q2
C
A
R
Monitor program effectiveness and identify developmental
opportunities
A
R
C
A
R
I
A
R
A
R
I
A
R
C
R
2
Check desktops/ laptops
security patch updates
- service patch updates
- application program updates
- delete all unwanted files and applications
Check servers- security patch updates- service patch
updates- server maintenance/ performance reports to the IT
team
R
Information
Technology
IT - 24
Manage IT Audit
3
Information
Technology
IT - 24
Manage IT Audit
4
IT - 24
Manage IT Audit
5
Check network- network maintenance/ performance reports
Q
Q2
I
A
R
IT - 24
Manage IT Audit
6
Check backup maintenance and security
Q
Q2
I
A
R
IT - 24
Manage IT Audit
7
Check IT stock against IT inventory
Q
Q2
I
A
R
IT - 24
Manage IT Audit
8
Q
Q2
C
A
R
IT - 24
Manage IT Audit
9
Q
Q2
I
A
R
IT - 24
Manage IT Audit
10 Submit and discuss the Audit Report with Head Operations
Q
Q2
C
A
R
IT - 24
Manage IT Audit
11 Escalate the exceptions to MD
Q
Q2
A
R
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Review previous Audit and MIS reports and check non
compliance issues previously
Develop audit report highlighting non compliance issues
identified with set time frames for issue resolution
25
I
Manager Accounts
M2
ManagerProcurement
M
Functional
Department Head
Ensure conduct of regular backup of business critical data
Manager - IT
7
CFO
Executive - Network
Administrator
Executive - Help Desk
Head Operations
IT Disaster Recovery
COO
TAT
IT - 23
Director
Frequency
Managing Director
Activity
System
Sub process
Activity No.
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Information
Technology
Sub process ID
Process
Job Aids
26
Manager- IT
Process
Develop IT Strategy
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Frequen Manager
cy
- IT
Consider Future Business Direction and forecast the IT requirement.
Y
R
Create Steering Committee for IT selection and monitoring.
Y
R
Create Benchmark of future Needs and Prioritize as per the requirement.
Y
R
Assess Current Technology Environment with respect best practices.
Y
R
Assess Current Application Environment with respect to best practices.
Y
R
Assess Current Data Environment with respect to practices.
Y
R
Forecast Outsourcing IT requirement
Y
R
Determine future IT Projects based on the IT Strategic Plan. Consider future system strategy
in light
Y
R of enhance, rep
Identify and prioritize those systems solutions which are critical to the business and to Ythe success
R of implementing
An asset management strategy is established to move the business toward the target ITY environment.
The strategy
R
Develop and Evolve Security Strategy and Plan.
Y
R
Consider Sourcing Strategies.
Y
R
Develop and Evolve overall IT Strategy (Applications, Technology, Information, Data). Y
R
Develop project plans that provide estimates for time required, resources required, andY estimated
R project costs.
Align and communicate IT strategy with respect to overall business strategy.
Y
R
Prepare Annual IT Budget
1
Establish Cost i.e. Personnel, Hardware, Software
2
3
4
5
6
7
8
9
10
13
14
15
16
17
18
19
Review and analyze the actual expenditure incurred departments wise, category wise for
year
Y the previous
R
Collect the IT requirement from departmental heads for the next financial year
Y
A
Consolidate and categorize the IT requirements
Y
R
Review the IT requirements and refer the previous vendor price/take latest price from vendors
Y
A
Develop and consolidate IT budget
Y
R
Check the consolidated IT budget
Y
R
Send the consolidated budget to Budgeting & MIS with specific format for consideration.
Y
R
Discussion on given budget and justification on same.
Y
R
After discussion, review and mutual agreement on budget send it for final approval to CFO.
Y
R
If not approved check the where non approved point discuss and rectify and get the final
Y approvalR
Track budget IT expenses against budgets IT expenses (Month wise)
Y
R
Discuss deviations any exceptional
Y
R
Incase during the year a unplanned budget activity arise do the cost Vs benefits analysisE for same.R
Submit the analysis to Managing Director for approval
Y
R
If approved the by MD, Refer the SOP for budgeting If not approved then go the activity
Y no 19 I
If further clarification required by MD provide the same or else document the rational and
Y close the
R process
1
Define and Enhance IT Development Methodology
2
3
4
5
6
7
8
9
Research and Pilot New Technologies
Y
Design and Manage Data Architecture
Y
Design and Manage Process/Application Architecture
Y
Design and Manage Computing Platforms Architecture
Y
Design and Manage Network Architecture
Y
Design Standards for Information Repositories
Y
Develop and Manage Information Repositories
Y
Develop / evolve a comprehensive disaster recovery plan from existing interruption plans.
Y
A
A
R
R
R
R
R
R
1
Develop System Selection Criteria based on Cost Vs benefits.
R
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Assess Systems against Selection Criteria
E
Develop IT work plans / schedules and road map
E
Identification of final solutions
E
Identification of different implementation partners
E
Discussion of offerings.
E
Define and validate technical scope.
E
Seek the presentation and understand the entire process approach
E
Compression of different Implementation partners with respect to technical and commercial
E
Pre Finalization of implementation partners.
E
Discussion on commercials
E
Discussion of terms an conditions.
E
Submit the proposal to MD
E
Jointly Negotiation on commercial
E
After commercial discussion, preparation/validation of service agreement.
E
Get the validation on service agreement from legal/contracts departments
E
Preparation of PO & PR and approved
E
Kick off Project
E
Perform Program / Unit Testing
E
Perform System Integration Testing
E
Perform User Acceptance and System Testing
E
Document Systems Against Selection Criteria
E
Develop User Procedures and Training Requirements
E
R
R
R
R
R
R
R
R
R
R
E
R
C
R
I
A
R
R
A
A
A
A
1
Create a Cross-Functional Deployment Team
M
R
2
3
4
5
Promote Application / Systems to Production Environment
Decommission Legacy System
Evaluate Applications/ Systems Usage
Evaluate System Benefits Post-Implementation
M
M
M
E
A
R
A
R
Sub processSub
ID process
Information Technology
IT - 01
IT - 02
IT - 03
IT - 04
IT - 05
Evolve IT Architecture and
Standards
Identification &
Development of IT
Products and Services
Deploy IT Products and
Services
Activity No.Activity
27
Y
Y
Y
R
A
IT - 06
Manage IT Vendor
Relationships
IT - 07
Manage New Employee
IT - 08
Manage Employee Exit
IT - 09
Manage Licenses
IT - 10
Manage System changes
configuration
IT -11
IT -12
Manage System Changes
error
Manage
Enhancement/New
Development - System
1
Define Needs and Service Level Requirements
4
5
6
7
1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
1
2
3
4
6
7
8
9
10
11
12
14
15
16
17
18
19
20
Track and Manage IT Vendor Contracts
E
A
Evaluate and Assess Vendor Capabilities
E
A
Measure Vendor Performance
E
A
Establish Vendor Performance Metrics
E
R
Receive the requisition for E mail through prescribed, desktop/laptop, data card allocation
E from via
R email from HR
Get the approval from Director and departmental head for unbudgeted request
E
I
Determine Desktop/laptop configuration based on request from HR
E
I
check availability in IT stock
E
A
Allocate required item and inform HR and departmental head through E mail
E
A
Check type of E mail id as per HR request with suggested E mail id
E
I
Create new employee Mail ID
E
A
Inform the same to HR
E
I
Handover laptop, desktop and data card to employee
E
A
Help Employee to get initiated
E
I
Receiving information for about exiting employee
E
I
Take back up of all data of outgoing employee
E
A
Process IT clearance, get clearance certificate signed from HOD
E
A
Employee to handover Laptop/desktop, data card, pen drive etc (IT asset) to IT team E
I
Get guidance from HOD/Functional head on continuation/immediate stoppage of E mail
E id
I
Update IT Asset inventory
E
I
Format the Laptop/Desktop
E
I
Retain the backup data and delete only when concerned department confirmation is received
E
I
Receive and assess request for licenses from user department
E
I
Forward licenses requisition to IT by user department
E
I
Receive licenses requisition from user department
E
I
Check availability of licenses
E
A
Seek approval from Head Operations for issue of licenses
E
A
Receive request for issue of licenses
E
I
Match licenses to user Ids and update allocation records
E
I
Update and manage licenses inventory records
E
I
Seek approval from Head Operations for new licenses procurement
E
I
Receive request for new licenses by Head Operations
E
I
Check if budgeted
E
R
Discuss with Head Operations and CFO on licenses procurement approval
E
R
Conduct rate negotiation with vendors for new licenses
E
R
Create the PO & PR
E
A
Conduct purchase of licenses
E
R
Update and manage licenses inventory records
E
I
Match licenses to user Ids and update allocation records
E
I
Incase of employee severance, hold licenses in inventory and assign to new joinee
E
I
1
Receive request from users for new business requirement through online tool
2
3
5
6
7
8
10
11
12
13
14
15
Assess the requirement
E
Check Is this a configuration issue
E
Manage enhancement/new development - System
E
Prepare PCR (Process Change Request)
E
Get approval from impacted System module leaders of Implementation team, Head Operations
E
Can it be resolved by Implementation
E
Make necessary configurations
E
Receive and E mail about configuration issue
E
Discuss with IT team and ascertain configuration requirements
E
Log configuration details with System vendor and understand the effort involved
E
Make necessary configuration changes through System vendor
E
Document the changes wrt FS,TS and request number with issue log id.
E
A
I
R
R
A
A
I
I
I
R
A
A
1
Receive request from users for error resolution by Implementation team
I
2
3
6
7
8
9
Assess the error, create PCR, document and mail the details to IT team by Implementation
E team
Receive the mail and assess the error by IT team
E
Resolve the same by internal IT team
E
Make necessary correction by System vendor
E
Inform about changes by System vendor to IT team
E
Receive correction details by IT team checked at their end and inform to user
E
I
A
A
A
I
A
1
Initiate new development and enhancement
R
2
5
6
7
8
9
10
11
12
15
17
18
19
Take the approval new development from Head Operations and CFO for budgeted items
E
R
Work on Feasibility
E
A
Initiate the discussion with the implementation team and user to ascertain exact requirement
through
online porta
E
R
Preparation of details functional specification by Implementation team
E
I
Obtain sign off by from user by Implementation team
E
A
Preparation of technical specification by IT team
E
A
Begin development
E
R
Inform Implementation team about completion of project plan by IT team
E
A
Perform unit testing by Implementation team
E
I
Inform IT team
E
I
Reengineering of test failures
E
R
Receive test results by IT team
E
I
Inform Implementation team about non approval
E
R
28
E
E
E
E
R
I
IT - 13
Manage
Enhancement/New
Development - Non
System
IT - 14
Manage Incidents
IT -15
Manage IT Procurement
IT - 16
Manage Routine Data
Backup
IT - 17
Manage Service Request
IT - 18
Manage Authorization
IT - 19
User Account Creation General
1
Send request for enhancement/new development to IT through online portal/ email byEuser department/person
I
2
3
6
7
8
9
10
11
12
15
16
1
2
3
4
6
7
8
9
11
12
13
14
17
18
19
20
21
22
1
2
4
6
7
8
10
11
12
13
14
15
16
17
18
19
Receive online request by Head Operations by user department/person
E
I
Discuss with IT team and ascertain whether new development/enhancement is essential
E
R
Inform to user for non approval
E
R
Prepare detailed functional specification & technical specification by IT team
E
A
Obtain sign off from user department by IT team
E
A
Begin development
E
A
Keep user department informed on progress through regular updates
E
A
Perform unit testing
E
A
log results
E
A
Obtain test results and modify solution iteratively
E
A
Obtain final approval from user and upload to live environment
E
A
Log the incident in System solution manager by users
E
I
Receive incident notification through System solution manager generated E mail
E
I
Investigate incident and attempt to solve in test environment
E
A
Incident Resolved
E
A
Discuss the resolution with user and close the incident
E
I
Assign basis/ABAP team according to the nature of the incident
E
A
Receive incident notification through System solution manager generated E mail by technical
team
E
I
External assistance required ?
E
R
Discuss with Head Operations and seek approval to engage external consultant
E
R
Log call to System for technical consultant
E
I
Resolve incident with external assistance and upload detailed solution note on service management
E
I tool.
Update status of incident and inform core user team to check resolution
E
I
Discuss resolution with users and close incident
E
I
Update status of incident
E
I
Discuss resolution with users and close incident
E
I
Monitoring the resolution and reopen if it reoccurs
E
I
Resolve incident and upload detailed solution notes on System solution manager
E
I
Update status of incident and inform core user team to check resolution
E
I
Identify requirement by IT team or by end user (in case of end user refer the Sub Process
E -21) I
Can requirement filled up with the current inventory
E
A
Is this Planned expenditure
E
A
Fill out capex approval form
E
R
Obtain accounts clearances and seek the approval as per DOP
E
I
If Yes then go to activity 9 if No then go to activity no 10
E
I
Provide further details as required
E
I
Invite 2or 3 vendor for quotes and further negotiation by purchase department.
E
C
Prepare comparative analysis and send it to Head Operations
E
I
Evaluate comparative quotes and give final call for technical preference by Head Operations
E
C
Complete the vendor selection by Head Operations and take the approval from Head Operations
E
Rand CFO.
Finalize delivery terms and other conditions through discussion with the chosen vendor.
E
C
Receive delivery of asset and update the IT asset register with tagging to user department/Primary
E
I user
Prepare handover letter and complete handover to user department
E
I
Follow delegation of power for approval of unplanned purchase (Refer the Sub ProcessE02 and activity
no 16,17,18,
R
Service request from existing stock in inventory and update asset register
E
I
1
Develop/Review data back up strategy and frequency every quarter
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
1
2
4
5
6
7
8
Take the application data back up
D
A
Stored at outsourced back end Vendor
D
A
After every seven days saved to tape library/ back-up store
W
A
Allocate tapes for online data back up for System on working days/regular basis
E
A
Schedule and run jobs during non working hours for back ups
D
A
take offline tapes for storage every week and re use the online tapes
W
A
Take E mail data back up on desktop Server
W
A
Take HRMS/Others application data back up on external hard drive and store with HeadMOperations
R under lock & ke
Transfer HRMS/other application data back up to cross locations (DR site)
M
R
Receive service request from via mail, phone from user
E
I
Acknowledge request and send user call reference no. through online tool
E
I
Obtain key information required to understand and deliver solution
E
I
Establish with user expectations for resolution of service request
E
A
Identify the root cause of issue and fix up the problem
E
I
Communicate solution to user
E
I
Close call logs
E
I
Initiate monthly user feedback process
M
A
Obtain consolidated user feedback
M
A
Monitor and review user feedback results through online tool.
M
A
Receiving authorization error notification from user department
E
A
Check and determine if authorization is needed
E
A
Fill authorization request form and send it to Head Operations
E
I
Assign to appropriate group to service and issue
E
A
Receive confirmation and forward to basis team for execution
E
A
Complete authorization request and inform Implementation team
E
A
Update the authorization matrix
E
I
1
Request through online portal/ email for access to software
E
I
2
Receive application access request via online portal/ email by user
E
I
29
Q
R
IT - 20
Disable User Accounts
IT - 21
Tag IT Asset
IT - 22
Manage Disposal of IT
Assets
IT - 23
IT Disaster Recovery
IT - 24
Manage IT Audit
3
5
6
7
8
9
10
11
12
13
1
2
3
4
5
6
1
2
3
4
5
6
Approval of access
E
I
Receive & Forward the approved request for user access to designated application administrator.
E
I
Inform the user via E mail about rejection of application access and keep log of rejection
E in onlineAportal/ email
Receive the approved request for user access
E
I
Refer user account naming convention
E
I
Refer the standard user Profile/Role
E
I
Enable relevant rights
E
A
Map user accounts name with Role
E
A
Issue the UID default password to user
E
A
Mail the UID and default password and user guide to user
E
A
Inform the Head Operations to disable application access to the user online portal/ email
E via HR. I
Receive and forward the request to disable access to designated application administrator.
E
I
Receive the request to disable user access
E
I
Disable user accounts for the application
E
A
Inform Head Operations
E
R
Preserve the Log of disablement.
E
I
Coordinate with Accounts to prepare a list of IT assets and code IT assets (Asset Tagging)
HY
R
Verify the technical specifications and location of IT assets listed
HY
R
Check the IT asset tags for each desktop, printer, server, laptop and software license HY
R
Develop and maintain the IT asset register by location and code
Y
R
Check the IT asset register
HY
R
Monitor renewal and termination of Annual Maintenance Contracts (AMC) on periodicYbasis
R
1
Review the current IT asset inventory and identify IT assets to be disposed
2
3
4
5
6
7
8
9
1
2
3
4
5
6
7
8
9
10
11
1
2
3
4
5
6
7
8
9
10
11
Prepare a consolidated list of IT assets to be disposed and obtain approval
HY
R
Ensure format of memory is done for the IT assets to be dispose off
E
R
Ensure IT Asset has been inventoried and labeled for destruction/sale
E
R
Forward IT asset disposal list to Accounts for valuation
E
R
Receive the synopsis mentioning asset details like description, date of capitalization, value
E of asset
R etc. from Accoun
Remove IT assets for sale and update IT inventory
E
R
Receive information about sale of IT assets from Procurement Team
E
I
Obtain approval for the IT asset sale voucher from Head Operations
E
R
Formulate IT disaster recovery and business continuity plan
Y
R
Approve business continuity and disaster recovery plan from MD, Head Operations Y
R
Develop responsibility matrix to manage eventualities
Y
R
Plan and schedule regular business continuity & disaster recovery training to the IT team
Y
R
Define data backup rules and server redundancy rules
Y
R
Classify data based on business criticality by department and location in coordination with
Y respective
R departmental
Ensure conduct of regular backup of business critical data
M
A
Establish testing standards and guidelines
Y
A
Perform periodic IT recovery testing
M
A
Monthly check data backup
M
A
Monitor program effectiveness and identify developmental opportunities
M
A
Prepare and approve audit checklist
HY
R
Run audit utility tool on the users system
Q
R
Check desktops/ laptops security patch updates- service patch updates- application program
updates
Q
A - delete all unw
Check servers- security patch updates- service patch updates- server maintenance/ performance
Q
Areports to the IT t
Check network- network maintenance/ performance reports
Q
A
Check backup maintenance and security
Q
A
Check IT stock against IT inventory
Q
A
Review previous Audit and MIS reports and check non compliance issues previously Q
A
Develop audit report highlighting non compliance issues identified with set time framesQfor issue A
resolution
Submit and discuss the Audit Report with Head Operations
Q
A
Escalate the exceptions to MD
Q
R
30
HY
R
Executive - Help Desk
Process
Develop IT Strategy
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Executiv
Frequen
e - Help
cy
Desk
Consider Future Business Direction and forecast the IT requirement.
Y
I
Create Steering Committee for IT selection and monitoring.
Y
I
Create Benchmark of future Needs and Prioritize as per the requirement.
Y
C
Assess Current Technology Environment with respect best practices.
Y
C
Assess Current Application Environment with respect to best practices.
Y
C
Assess Current Data Environment with respect to practices.
Y
C
Forecast Outsourcing IT requirement
Y
C
Determine future IT Projects based on the IT Strategic Plan. Consider future system strategy
in light
Y
C of enhance, rep
Identify and prioritize those systems solutions which are critical to the business and to Ythe success
I of implementing
An asset management strategy is established to move the business toward the target ITY environment.
The strategy
R
Develop and Evolve Security Strategy and Plan.
Y
C
Consider Sourcing Strategies.
Y
C
Develop and Evolve overall IT Strategy (Applications, Technology, Information, Data). Y
C
Develop project plans that provide estimates for time required, resources required, andY estimated
C project costs.
Align and communicate IT strategy with respect to overall business strategy.
Y
I
Prepare Annual IT Budget
1
Establish Cost i.e. Personnel, Hardware, Software
2
3
4
5
6
7
8
9
10
13
14
15
16
17
18
19
Review and analyze the actual expenditure incurred departments wise, category wise for
year
Y the previous
R
Collect the IT requirement from departmental heads for the next financial year
Y
R
Consolidate and categorize the IT requirements
Y
R
Review the IT requirements and refer the previous vendor price/take latest price from vendors
Y
C
Develop and consolidate IT budget
Y
C
Check the consolidated IT budget
Y
I
Send the consolidated budget to Budgeting & MIS with specific format for consideration.
Y
I
Discussion on given budget and justification on same.
Y
I
After discussion, review and mutual agreement on budget send it for final approval to CFO.
Y
I
If not approved check the where non approved point discuss and rectify and get the final
Y approvalI
Track budget IT expenses against budgets IT expenses (Month wise)
Y
C
Discuss deviations any exceptional
Y
C
Incase during the year a unplanned budget activity arise do the cost Vs benefits analysisE for same.R
Submit the analysis to Managing Director for approval
Y
I
If approved the by MD, Refer the SOP for budgeting If not approved then go the activity
Y no 19 I
If further clarification required by MD provide the same or else document the rational and
Y close the
C process
1
Define and Enhance IT Development Methodology
2
3
4
5
7
8
9
Research and Pilot New Technologies
Y
Design and Manage Data Architecture
Y
Design and Manage Process/Application Architecture
Y
Design and Manage Computing Platforms Architecture
Y
Design Standards for Information Repositories
Y
Develop and Manage Information Repositories
Y
Develop / evolve a comprehensive disaster recovery plan from existing interruption plans.
Y
C
R
R
R
R
C
R
1
Develop System Selection Criteria based on Cost Vs benefits.
C
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
Assess Systems against Selection Criteria
E
Develop IT work plans / schedules and road map
E
Identification of final solutions
E
Identification of different implementation partners
E
Discussion of offerings.
E
Define and validate technical scope.
E
Seek the presentation and understand the entire process approach
E
Compression of different Implementation partners with respect to technical and commercial
E
Pre Finalization of implementation partners.
E
Discussion on commercials
E
Discussion of terms an conditions.
E
Submit the proposal to MD
E
Jointly Negotiation on commercial
E
After commercial discussion, preparation/validation of service agreement.
E
Preparation of PO & PR and approved
E
Kick off Project
E
Perform Program / Unit Testing
E
Perform System Integration Testing
E
Perform User Acceptance and System Testing
E
Document Systems Against Selection Criteria
E
Develop User Procedures and Training Requirements
E
C
C
C
C
I
C
C
C
I
I
I
I
I
I
R
R
R
R
R
R
R
1
Create a Cross-Functional Deployment Team
M
C
2
3
4
5
Promote Application / Systems to Production Environment
Decommission Legacy System
Evaluate Applications/ Systems Usage
Evaluate System Benefits Post-Implementation
M
M
M
E
R
R
R
R
1
Define Needs and Service Level Requirements
E
R
Sub processSub
ID process
Information Technology
IT - 01
IT - 02
IT - 03
IT - 04
IT - 05
IT - 06
Evolve IT Architecture and
Standards
Identification &
Development of IT
Products and Services
Deploy IT Products and
Services
Manage IT Vendor
Relationships
Activity No.Activity
31
Y
Y
Y
C
C
Manage IT Vendor
Relationships
IT - 10
IT -11
IT -12
Manage System changes
configuration
Manage System Changes
error
Manage
Enhancement/New
Development - System
IT - 14
Manage Incidents
IT - 16
Manage Routine Data
Backup
IT - 18
Manage Authorization
4
Track and Manage IT Vendor Contracts
E
R
5
6
7
Evaluate and Assess Vendor Capabilities
Measure Vendor Performance
Establish Vendor Performance Metrics
E
E
E
R
R
R
1
Receive request from users for new business requirement through online tool
E
I
2
3
5
6
7
8
10
11
12
13
14
15
Assess the requirement
E
Check Is this a configuration issue
E
Manage enhancement/new development - System
E
Prepare PCR (Process Change Request)
E
Get approval from impacted System module leaders of Implementation team, Head Operations
E
Can it be resolved by Implementation
E
Make necessary configurations
E
Receive and E mail about configuration issue
E
Discuss with IT team and ascertain configuration requirements
E
Log configuration details with System vendor and understand the effort involved
E
Make necessary configuration changes through System vendor
E
Document the changes wrt FS,TS and request number with issue log id.
E
R
R
R
R
R
R
R
R
I
R
R
R
1
Receive request from users for error resolution by Implementation team
I
2
3
6
7
8
9
Assess the error, create PCR, document and mail the details to IT team by Implementation
E team
Receive the mail and assess the error by IT team
E
Resolve the same by internal IT team
E
Make necessary correction by System vendor
E
Inform about changes by System vendor to IT team
E
Receive correction details by IT team checked at their end and inform to user
E
I
R
R
R
I
R
1
Initiate new development and enhancement
R
2
5
6
7
8
9
10
11
12
15
17
18
19
1
2
3
4
6
7
8
11
12
13
14
17
18
19
20
21
22
Take the approval new development from Head Operations and CFO for budgeted items
E
R
Work on Feasibility
E
R
Initiate the discussion with the implementation team and user to ascertain exact requirement
through
online porta
E
R
Preparation of details functional specification by Implementation team
E
I
Obtain sign off by from user by Implementation team
E
I
Preparation of technical specification by IT team
E
R
Begin development
E
R
Inform Implementation team about completion of project plan by IT team
E
R
Perform unit testing by Implementation team
E
I
Inform IT team
E
I
Reengineering of test failures
E
R
Receive test results by IT team
E
I
Inform Implementation team about non approval
E
R
Log the incident in System solution manager by users
E
I
Receive incident notification through System solution manager generated E mail
E
R
Investigate incident and attempt to solve in test environment
E
R
Incident Resolved
E
R
Discuss the resolution with user and close the incident
E
R
Assign basis/ABAP team according to the nature of the incident
E
R
Receive incident notification through System solution manager generated E mail by technical
team
E
R
Discuss with Head Operations and seek approval to engage external consultant
E
I
Log call to System for technical consultant
E
R
Resolve incident with external assistance and upload detailed solution note on service management
E
R tool.
Update status of incident and inform core user team to check resolution
E
R
Discuss resolution with users and close incident
E
R
Update status of incident
E
R
Discuss resolution with users and close incident
E
R
Monitoring the resolution and reopen if it reoccurs
E
R
Resolve incident and upload detailed solution notes on System solution manager
E
R
Update status of incident and inform core user team to check resolution
E
R
5
Allocate tapes for online data back up for System on working days/regular basis
E
R
6
7
1
2
4
5
6
7
8
Schedule and run jobs during non working hours for back ups
take offline tapes for storage every week and re use the online tapes
Receiving authorization error notification from user department
Check and determine if authorization is needed
Fill authorization request form and send it to Head Operations
Assign to appropriate group to service and issue
Receive confirmation and forward to basis team for execution
Complete authorization request and inform Implementation team
Update the authorization matrix
D
W
E
E
E
E
E
E
E
R
R
R
C
R
R
R
R
R
32
E
E
Executive - Network Administrator
Process
Sub processSub
ID process
Information Technology
IT - 01
IT - 02
IT - 03
IT - 04
IT - 05
Develop IT Strategy
Prepare Annual IT Budget
Evolve IT Architecture and
Standards
Identification &
Development of IT
Products and Services
Deploy IT Products and
Services
Executiv
eFrequen
Activity No.Activity
Network
cy
Administ
rator
1
Consider Future Business Direction and forecast the IT requirement.
Y
I
2
Create Steering Committee for IT selection and monitoring.
Y
I
3
Create Benchmark of future Needs and Prioritize as per the requirement.
Y
C
4
Assess Current Technology Environment with respect best practices.
Y
C
5
Assess Current Application Environment with respect to best practices.
Y
C
6
Assess Current Data Environment with respect to practices.
Y
C
7
Forecast Outsourcing IT requirement
Y
C
8
Determine future IT Projects based on the IT Strategic Plan. Consider future system strategy
in light
Y
C of enhance, rep
9
Identify and prioritize those systems solutions which are critical to the business and to Ythe success
I of implementing
10
An asset management strategy is established to move the business toward the target ITY environment.
The strategy
R
11
Develop and Evolve Security Strategy and Plan.
Y
C
12
Consider Sourcing Strategies.
Y
C
13
Develop and Evolve overall IT Strategy (Applications, Technology, Information, Data). Y
C
14
Develop project plans that provide estimates for time required, resources required, andY estimated
C project costs.
15
Align and communicate IT strategy with respect to overall business strategy.
Y
I
1
Establish Cost i.e. Personnel, Hardware, Software
2
3
4
5
6
7
8
9
10
13
14
15
16
17
18
19
Review and analyze the actual expenditure incurred departments wise, category wise for
year
Y the previous
R
Collect the IT requirement from departmental heads for the next financial year
Y
R
Consolidate and categorize the IT requirements
Y
R
Review the IT requirements and refer the previous vendor price/take latest price from vendors
Y
C
Develop and consolidate IT budget
Y
C
Check the consolidated IT budget
Y
I
Send the consolidated budget to Budgeting & MIS with specific format for consideration.
Y
I
Discussion on given budget and justification on same.
Y
I
After discussion, review and mutual agreement on budget send it for final approval to CFO.
Y
I
If not approved check the where non approved point discuss and rectify and get the final
Y approvalI
Track budget IT expenses against budgets IT expenses (Month wise)
Y
C
Discuss deviations any exceptional
Y
C
Incase during the year a unplanned budget activity arise do the cost Vs benefits analysisE for same.R
Submit the analysis to Managing Director for approval
Y
I
If approved the by MD, Refer the SOP for budgeting If not approved then go the activity
Y no 19 I
If further clarification required by MD provide the same or else document the rational and
Y close the
C process
1
Define and Enhance IT Development Methodology
2
3
4
5
6
7
8
9
Research and Pilot New Technologies
Y
Design and Manage Data Architecture
Y
Design and Manage Process/Application Architecture
Y
Design and Manage Computing Platforms Architecture
Y
Design and Manage Network Architecture
Y
Design Standards for Information Repositories
Y
Develop and Manage Information Repositories
Y
Develop / evolve a comprehensive disaster recovery plan from existing interruption plans.
Y
C
R
R
R
R
R
C
R
1
Develop System Selection Criteria based on Cost Vs benefits.
C
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Assess Systems against Selection Criteria
E
Develop IT work plans / schedules and road map
E
Identification of final solutions
E
Identification of different implementation partners
E
Discussion of offerings.
E
Define and validate technical scope.
E
Seek the presentation and understand the entire process approach
E
Compression of different Implementation partners with respect to technical and commercial
E
Pre Finalization of implementation partners.
E
Discussion on commercials
E
Discussion of terms an conditions.
E
Submit the proposal to MD
E
Jointly Negotiation on commercial
E
After commercial discussion, preparation/validation of service agreement.
E
Get the validation on service agreement from legal/contracts departments
E
Preparation of PO & PR and approved
E
Kick off Project
E
Perform Program / Unit Testing
E
Perform System Integration Testing
E
Perform User Acceptance and System Testing
E
Document Systems Against Selection Criteria
E
Develop User Procedures and Training Requirements
E
C
C
C
C
I
C
C
C
I
I
I
I
I
I
I
R
R
R
R
R
R
R
1
Create a Cross-Functional Deployment Team
M
C
2
3
4
Promote Application / Systems to Production Environment
Decommission Legacy System
Evaluate Applications/ Systems Usage
M
M
M
R
R
R
33
Y
Y
Y
C
C
IT - 06
Manage IT Vendor
Relationships
Manage IT Vendor
Relationships
IT - 07
Manage New Employee
IT - 08
Manage Employee Exit
IT - 09
Manage Licenses
IT - 13
Manage
Enhancement/New
Development - Non
System
IT - 16
IT - 17
Manage Routine Data
Backup
Manage Service Request
5
Evaluate System Benefits Post-Implementation
E
R
1
Define Needs and Service Level Requirements
E
R
4
Track and Manage IT Vendor Contracts
E
R
5
6
7
1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
1
2
3
4
6
7
8
9
10
11
12
14
15
16
17
18
19
20
Evaluate and Assess Vendor Capabilities
E
R
Measure Vendor Performance
E
R
Establish Vendor Performance Metrics
E
R
Receive the requisition for E mail through prescribed, desktop/laptop, data card allocation
E from via
I email from HR
Get the approval from Director and departmental head for unbudgeted request
E
R
Determine Desktop/laptop configuration based on request from HR
E
R
check availability in IT stock
E
R
Allocate required item and inform HR and departmental head through E mail
E
R
Check type of E mail id as per HR request with suggested E mail id
E
R
Create new employee Mail ID
E
R
Inform the same to HR
E
R
Handover laptop, desktop and data card to employee
E
R
Help Employee to get initiated
E
R
Receiving information for about exiting employee
E
R
Take back up of all data of outgoing employee
E
R
Process IT clearance, get clearance certificate signed from HOD
E
R
Employee to handover Laptop/desktop, data card, pen drive etc (IT asset) to IT team E
R
Get guidance from HOD/Functional head on continuation/immediate stoppage of E mail
E id
R
Update IT Asset inventory
E
R
Format the Laptop/Desktop
E
R
Retain the backup data and delete only when concerned department confirmation is received
E
R
Receive and assess request for licenses from user department
E
I
Forward licenses requisition to IT by user department
E
I
Receive licenses requisition from user department
E
I
Check availability of licenses
E
R
Seek approval from Head Operations for issue of licenses
E
R
Receive request for issue of licenses
E
R
Match licenses to user Ids and update allocation records
E
R
Update and manage licenses inventory records
E
R
Seek approval from Head Operations for new licenses procurement
E
R
Receive request for new licenses by Head Operations
E
R
Check if budgeted
E
I
Discuss with Head Operations and CFO on licenses procurement approval
E
I
Conduct rate negotiation with vendors for new licenses
E
C
Create the PO & PR
E
R
Conduct purchase of licenses
E
R
Update and manage licenses inventory records
E
R
Match licenses to user Ids and update allocation records
E
R
Incase of employee severance, hold licenses in inventory and assign to new joinee
E
R
1
Send request for enhancement/new development to IT through online portal/ email byEuser department/person
I
2
3
6
7
8
9
10
11
12
15
16
Receive online request by Head Operations by user department/person
E
Discuss with IT team and ascertain whether new development/enhancement is essential
E
Inform to user for non approval
E
Prepare detailed functional specification & technical specification by IT team
E
Obtain sign off from user department by IT team
E
Begin development
E
Keep user department informed on progress through regular updates
E
Perform unit testing
E
log results
E
Obtain test results and modify solution iteratively
E
Obtain final approval from user and upload to live environment
E
I
R
R
R
R
R
R
R
R
R
R
1
Develop/Review data back up strategy and frequency every quarter
R
2
3
4
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Take the application data back up
D
R
Stored at outsourced back end Vendor
D
R
After every seven days saved to tape library/ back-up store
W
R
Schedule and run jobs during non working hours for back ups
D
R
take offline tapes for storage every week and re use the online tapes
W
R
Take E mail data back up on desktop Server
W
R
Take HRMS/Others application data back up on external hard drive and store with HeadMOperations
R under lock & ke
Transfer HRMS/other application data back up to cross locations (DR site)
M
R
Receive service request from via mail, phone from user
E
R
Acknowledge request and send user call reference no. through online tool
E
R
Obtain key information required to understand and deliver solution
E
R
Establish with user expectations for resolution of service request
E
R
Identify the root cause of issue and fix up the problem
E
R
Communicate solution to user
E
R
Close call logs
E
R
Initiate monthly user feedback process
M
R
Obtain consolidated user feedback
M
R
Monitor and review user feedback results through online tool.
M
R
34
Q
IT - 19
User Account Creation General
IT - 20
Disable User Accounts
IT - 21
Tag IT Asset
IT - 22
Manage Disposal of IT
Assets
IT - 23
IT Disaster Recovery
IT - 24
Manage IT Audit
IT - 15
Manage IT Procurement
1
Request through online portal/ email for access to software
2
3
5
6
7
8
9
10
11
12
13
1
2
3
4
5
6
1
3
Receive application access request via online portal/ email by user
E
I
Approval of access
E
R
Receive & Forward the approved request for user access to designated application administrator.
E
R
Inform the user via E mail about rejection of application access and keep log of rejection
E in onlineRportal/ email
Receive the approved request for user access
E
R
Refer user account naming convention
E
R
Refer the standard user Profile/Role
E
R
Enable relevant rights
E
R
Map user accounts name with Role
E
R
Issue the UID default password to user
E
R
Mail the UID and default password and user guide to user
E
R
Inform the Head Operations to disable application access to the user online portal/ email
E via HR. I
Receive and forward the request to disable access to designated application administrator.
E
R
Receive the request to disable user access
E
R
Disable user accounts for the application
E
R
Inform Head Operations
E
R
Preserve the Log of disablement.
E
R
Coordinate with Accounts to prepare a list of IT assets and code IT assets (Asset Tagging)
HY
R
Check the IT asset tags for each desktop, printer, server, laptop and software license HY
R
2
Prepare a consolidated list of IT assets to be disposed and obtain approval
3
4
4
5
6
7
8
9
10
11
3
4
5
6
7
8
9
10
1
2
4
6
8
10
11
12
13
14
15
16
17
18
19
Ensure format of memory is done for the IT assets to be dispose off
E
R
Ensure IT Asset has been inventoried and labeled for destruction/sale
E
R
Plan and schedule regular business continuity & disaster recovery training to the IT team
Y
R
Define data backup rules and server redundancy rules
Y
R
Classify data based on business criticality by department and location in coordination with
Y respective
R departmental
Ensure conduct of regular backup of business critical data
M
R
Establish testing standards and guidelines
Y
R
Perform periodic IT recovery testing
M
R
Monthly check data backup
M
R
Monitor program effectiveness and identify developmental opportunities
M
R
Check desktops/ laptops security patch updates- service patch updates- application program
updates
Q
R - delete all unw
Check servers- security patch updates- service patch updates- server maintenance/ performance
Q
Rreports to the IT t
Check network- network maintenance/ performance reports
Q
R
Check backup maintenance and security
Q
R
Check IT stock against IT inventory
Q
R
Review previous Audit and MIS reports and check non compliance issues previously Q
R
Develop audit report highlighting non compliance issues identified with set time framesQfor issue Rresolution
Submit and discuss the Audit Report with Head Operations
Q
R
Identify requirement by IT team or by end user (in case of end user refer the Sub Process
E -21) R
Can requirement filled up with the current inventory
E
R
Is this Planned expenditure
E
R
Fill out capex approval form
E
R
If Yes then go to activity 9 if No then go to activity no 10
E
R
Provide further details as required
E
R
Invite 2or 3 vendor for quotes and further negotiation by purchase department.
E
C
Prepare comparative analysis and send it to Head Operations
E
I
Evaluate comparative quotes and give final call for technical preference by Head Operations
E
C
Complete the vendor selection by Head Operations and take the approval from Head Operations
E
Rand CFO.
Finalize delivery terms and other conditions through discussion with the chosen vendor.
E
I
Receive delivery of asset and update the IT asset register with tagging to user department/Primary
E
R user
Prepare handover letter and complete handover to user department
E
R
Follow delegation of power for approval of unplanned purchase (Refer the Sub ProcessE02 and activity
no 16,17,18,
R
Service request from existing stock in inventory and update asset register
E
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