Instructions for filling the data

Data Sheet
1 Group Name (B3) Select from list of values - APAC, FPG, Truck-U
2 Development hours - Baseline, Actual Baseline development Hours should be as per l
(B7, B8) Actual development Hours should be sum of ac
3 Remedy Status Report the number of incidents opened, resolve
(B12 to B18) Incident Baseline should be as per lastest SOW
4 BMI (B22) Backlog Management Index should be calculate
BMI = Tickets Resolved / ( Ticket Opened + Bac
5 SLA Metrics
B27-B30 Breakup of incidents resolved as per incident pr
E27-E30 Number of Incidents Closed within SLA (Pendin
I27 - I30 Number of Incidents Closed within SLA (Minus t
E33 Reasons for SLA misses and deviation from SLA
6 Incident Backlog Analysis
(B37-B44) Report number of incidents in backlog in followin
7 Incident Backlog Aging Analysis
(B50-B54) Report aging data as per incident creation date.
8 Oracle SR Data as on last day of Month
(B61-F61) Report number of Service Requests in opened s
9 No. of SEV 1 SRs resolved (B63) Number of Sev1 SRs closed during the month
10 Oracle SR data for last 6 months Number of SRs opened, closed, and in backlog
(B67 - D72) This will help us in reporting the BMI for Oracle
11 Oracle active users at end of month (B76, B77) This is the total number of active users active at

SR Data
SR template has been updated.

Achievement and Value Additions

No changes

SITE
Provide data for top 5 sites

Requester
Provide data for top 5 requester

Incident Breakup for >60 days

Provide the remedy status of the incidents >60 days
 values - APAC, FPG, Truck-US, Electrical, Corporate, Truck Brazil, Brazil Corporate, Auto R12
ment Hours should be as per latest SOW signed in Jan-2011
nt Hours should be sum of actual development efforts - Requests + Change Requests + Portfolio Hours
r of incidents opened, resolved and backlog using the remedy extract/dump in eRoom (My eRooms > Corporate Systems > Pro
should be as per lastest SOW signed in Jan-2011
ment Index should be calculated as per the new formula
olved / ( Ticket Opened + Backlog at start of current month)

nts resolved as per incident priority (Urgent, High, Medium, Low)

ts Closed within SLA (Pending time Requester) - This needs to be computed using the MTTR report
ts Closed within SLA (Minus time Pending) - This needs to be computed using the MTTR report
misses and deviation from SLA targets

incidents in backlog in following remedy status - Assigned, Work In Progress, Pending Requester Information, Pending on Orac

as per incident creation date.

Service Requests in opened status (Customer Working, Review Defect, Assigned, Solution Offered, etc.) as per the severity (1
Rs closed during the month
pened, closed, and in backlog for last 6 months
reporting the BMI for Oracle service requests.
mber of active users active at end of month
ms > Corporate Systems > Production Support > Remedy Ticket Extract)

Information, Pending on Oracle Vendor, Pending on Other Vendors, Pending Local IT, Pending Change Ticket, Pending Approv

ed, etc.) as per the severity (1,2,Esc-2,3,4)

hange Ticket, Pending Approval
Monthly Data For Aug-16

Group Name Electrical

Development Efforts in Hrs Sep-16

Baseline 680
Change Request
Requests
Portfolio
Total 765.5

Remedy Status Sep-16

Incident Open 439
Incident Close 446
Req Open 131
Req Close 124
Incident Backlog 42
Req Backlog 81
Baseline 475

BMI
Month BMI%
Sep-16 92.72%

# of Incidents Cl
Incidents Type

Urgent 0
High 48
Medium 321
Low 77
446

# of Requests Cl
Requests Type
Urgent
High
Medium
Low

We are not maintaining Request SLA

TCS Internal
Incident Backlog Analysis Sep-16
Assigned 7
Work In Progress 11
Pending Requester Information(pending verification on resolution) 9
Pending Requester Information(pending for more information) 13
Pending on Oracle Vendor 0
Pending on Other Vendors 0
Pending Local IT 2
Pending Change Ticket 0
Pending Approval 0
Total Backlog 42

Incident Backlog Aging Analysis Sep-16

<= 1 day 17
>1 Day and <= 5 days 14
> 5 days and <= 20 days 5
>20 days and <= 60 days 6
> 60 days 0
Total Backlog 42

Breakup of Incidents with Aging > 60 Days (Breakup by Remedy Status)

Group Assigned
Electrical 0

Count of Incidents with Aging > 60 Days for last 6 months Apr-16
Backlog 1

Oracle SR Data as on last day of Month Aug-16

Group Sev 1 SRs

Electrical 0

No. of Sev 1 SRs Closed 0

Oracle SR Data for last 6 months

No. of SRs
opened
Apr-16 10

TCS Internal
 May-16 8
Jun-16 12
Jul-16 5
Aug-16 12
Sep-16 11

SR backlog details for last 1 year Oct-15

Backlog count 13

Oracle Active Users at end of month Electrical

For APAC Only

Incidents
Opened
Electrical
Truck

For US Truck Only

Incidents
Opened
Truck EDI Incidents

TOP 5 Sites from where issue is reported (Sep-2016)

Count of
Incidents
SITE Resolved
CAN 85
US 33
Bridge 30
FRA 27
BNL 21
SUM 196

TOP 5 Requesters from where issue is reported (Sep-2016)

Requester SITE
Satharasinghe, Sashi CAN
Piette, Marie-Sandrine FRA
Motta, Paola ITA
Anita Ritter CAN
margaret k repak US

Incidents Reopened Sep-16

0

TCS Internal
Bad Fix Sep-16
0

PM Dashborad Apr-16
PM Opened 6
PM Closed 3
YTD Incidents Reduced by Closed 5
PM Opened : Problem tickets opened in month
PM Closed : Problem tickets closed in month
YTD incid.. : cumulative addition of incidents reduced by PM tickets resolved in year till date.

Incident SLA Miss Reason

Category Sep-16
Oracle SR 2
Regression Testing 2
Complexity 9
Release Schedule 0
Late Assignment 1
Dependecy on other Teams 1
Duplicate 0
Medium to High 1

Problem Management Backlog Aging Analysis Sep-16

0 - 6 Months 25
6 - 12 Months 6
12 - 18 Months 1
18 - 24 Months 0
> 24 Months 0
Total Backlog 32

Request backlog Aging Sep-16

0 - 5 Days 16
6 - 20 Days 23
21 - 40 Days 16
41 - 60 Days 8
> 60 Days 18
Total Backlog 81

TCS Internal
 Update columns highlighted in Yellow ONLY. Do Not Update Fields in Gray

( Development Hours should match portfolio, in groups which enter efforts in portfolio)

BMI = Tickets Resolved / ( Ticket Opened + Backlog at start of current month)

0.9163

TCS SLA
Eaton SLA
# of Incidents Closed within
# of Incidents Closed # of Incidents Closed within SLA % SLA
SLA
(Minus Time Pending Requester)
(Minus time All Pending)

0 0 100.00% 0
48 33 68.75% 34
321 287 89.41% 291
77 66 85.71% 67
446 430 96.41% 438
TCS SLA
Eaton SLA
# of Incidents Closed within
# of Requests Closed # of Incidents Closed within SLA (Minus % SLA
SLA
Time Pending Requester)
(Minus time All Pending)

90.2%

Backlog
TCS Internal
 Backlog

13

Pending Pending on Pending

Work in Requester Pending on Other Pending Change Pending
Progress Information Oracle vendor Vendors Local IT Ticket Approval Total
0 0 0 0 0 0 00

May-16 Jun-16 Jul-16 Aug-16 Sep-16

1 0 0 4 0

Total SR
Backlog on
last day of
Sev 2 SRs Sev3 SRs Escalated Sev2 month
4 2 0 6

No. of SRs No. of SRs in

Closed Backlog
12 7

TCS Internal
 16 12
11 8
2 9
12 9
9 6

Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16

11 8 12 15 9 7 12 8

3642

Incidents Incident
Closed Backlog

Incidents Incident
Closed Backlog

% of Total
Incidents
Resolved
19.06%
7.40%
6.73%
6.05%
4.71%

Count
14
13
13
13
12

TCS Internal
 May-16 Jun-16 Jul-16 Aug-16 Sep-16 YTD
3 3 0 8 10 30
5 2 0 1 2 13
5 3 0 2 10 25

TCS Internal
 APAC FPG Truck -US Electrical

TCS SLA
dents Closed within

s time All Pending)

0 #DIV/0!
34 71%
291 91%
67 87%
438 98%
TCS SLA
idents Closed within

s time All Pending)

Backlog Incidents per Status

TCS Internal
 Backlog Incidents per Status

2 Assigned Work In Progress

7
Pending Requester Information(pending verification on resolution) Pending Requester Information(pending for more information)

13
Pending on Oracle Vendor Pending on Other Vendors

11 Pending Local IT Pending Change Ticket

Pending Approval

TCS Internal
Jul-16 Aug-16 Sep-16
9 9 6

TCS Internal
Corporate Truck Brazil Brazil Corporate Auto R12

TCS Internal
SR Number Remedy Ticket Type Group

3-13378281331 INC000009807205 User Service Restoration EG_AS_ORA_FUNCTIONAL

3-12109058651 INC000008883458 User Service Restoration EG_AS_ORA_FUNCTIONAL
3-13360492281 User Service Restoration EG_AS_ORA_FUNCTIONAL
3-13302805451 User Service Restoration EG_AS_ORA_FUNCTIONAL
3-13387046751 INC000009824475 User Service Restoration EG_AS_ORA_FUNCTIONAL
3-13393307661 INC000009810606 User Service Restoration EG_AS_ORA_FUNCTIONAL

TCS Internal
 ESCALATED
Contact (TCS) SR Summary Severity
?
Gaurav Joshi *'Negative
Contractquantites'
Discounted error
fieldis iscoming in debrief
Blank on charges tab for service 2-Significant N
Gaurav Joshi requests. 2-Significant N
Sourabh Garg 11i MRP
Not able issue - MRP
to apply giving wrong
a discount Demand
modifier Due sales
on return date order 3-Significant N
Gaurav Sidana which is referening to a sales order 3-Significant N
Gaurav Joshi PM SR not generated
Terminating for serial
the reosurce in HRMS in contract.
is not refelected in 2-Significant N
Gaurav Joshi JTF_RS_RESOURCE_EXTNS table 2-Significant N

TCS Internal
Status Opened Date Last Updated

Customer Working 8/11/2016 10:14 9/1/2016 16:06

Customer Working 8/22/2016 16:07 9/1/2016 14:15
Review Update 8/16/2016 13:38 9/1/2016 12:06
Customer Working 7/12/2016 22:59 9/1/2016 11:49
Customer Working 8/30/2016 17:48 8/30/2016 19:45
Customer Working 8/9/2016 19:30 8/29/2016 17:24

TCS Internal
If SR is opened since more than 3 weeks ,
please mention reason why it is not being
getting worked upon

TCS Internal