IT SLA & SERVICE REPORT

AMJ - 2018
Agenda
• IT SLA & Services Overview
• IT Program Management Report
• IT Compute Infra Service Report
• IT Apps Service Report
• IT Contact Center Report
• UC Usage Report
• UC Service Uptime
• IT Network Service Uptime
• IT SD/Tech Café SLA Report
• IT Ticketing Statistics
• IT INFOSEC Stat Report
• IT AppSec Report
Overview

IT PMO – 64.1% PO projects and 15.38 P1 Compute Infra & Apps - Achieved 100%
projects were closed in AMJ. Server Infra uptime for the quarter.

IT Network Infra – Achieved of service uptime

IT CC Infra - Achieved service availability of
for AMJ.
99.85% at Contact Centers

EUC – SD/Tech café achieved an average of

Infosec –Achieved 93% AV compliance
94% SLA in AMJ.
 Project Completion Status Report Closed-
In
Grand
Priority Closed Progress, ON HOLD On Track
30.00% Closed Closed- Delayed In Progress, Delayed ON HOLD On Track Delayed Total
Delayed
2.56%
25.00%
P0 51.28% 12.82% 7.69% - 7.69% 79.49%
7.69%
20.00%
Projet Count

2.56%
7.69% P1 7.69% 7.69% 2.56% 2.56% - 20.51%
15.00%
2.56%
10.00%
Grand
17.95% 58.97% 20.51% 10.26% 2.56% 7.69% 100.00%
10.26% Total
12.82% 2.56%
5.00% In
7.69% 2.56% 7.69% Closed- ON Grand
5.13% 5.13% DEPT Closed Progress, On Track
0.00%
2.56% 2.56% Delayed HOLD Total
Delayed
ALL CONTACT EUC INFO SEC IT IT MFB SCM
CENTER COMPUTE NETWORK PROJECT All 2 2
INFRA Contact
IT Groups 5 3 8
Center
EUC 3 3
Info Sec 1 1 2
Status Reason for Delay Action Plan
IT Compute
7 3 1 11
infra
Due to dependency on Third party - ISP Initiated discussion with commercial IT Network 1 4 1 1 7
Delayed
providers, EORS priority, vendor onboarding & team to fix process gaps. Targeted end
Closure
PR - PO process delay in the tool – 30/9/18 MFB Project 3 3
Delayed due to EORS activities , additional Scope & Plan requirements to avoid SCM 2 1 3
Delayed
development requirements, resource & vendor last minute changes. Targeted end
Progress Grand Total 23 8 4 1 3 39
dependencies date before Dec EORS.
 MyTicket SLA Report
120
IT Compute Infra Uptime 120%
Uptime (%) Apr Uptime (%) May Uptime (%) June SLAs Achieved SLAs Breached
100 100% 4%
100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
9%

80 80% 37%
100 100 100 100

SLA Count
100 100 100 100 100
60%
Uptime

60
91% 96%
40%
40
63%
20%
20

0%
0 APR MAY JUNE
AD DNS DHCP RADIUS VM INFRA STORAGE SMTP FTP INTRANET
Services IT- SERVER

IT Server CSAT Month of

Customer response : 14 Ticket Quarter # SLAs # SLAs Reason for
Total Action Plan
Group (Ticket Achieved Breached Delay
Created)
Satisfied 100%
Apr 20 2 22
IT- SLA’s breached due Team to close out helpdesk tickets soon
May 52 2 54 to delay in closing after resolution confirmation is
Unsatisfied 0% SERVER
helpdesk tickets. received from the customers.
June 32 19 51
 IT APPS Uptime MyTicket SLA Report
Uptime (%) Apr Uptime (%) May Uptime (%) June
SLAs Achieved SLAs Breached
100
100 100 100 100 100 100 100 100%
99.9 14%
90%
99.8 28%
99.7
80% 40%
Uptime

70%
99.6 100 100 100 100 100 100 100 100 100 100 100

SLA Count
60%
99.5 99.8
99.4 50%
99.3
99.5 99.5
40% 86%
72%
99.2 30% 60%
20%
10%
0%
APR MAY JUNE
IT-APPS

IT Apps CSAT Reason for Month of # SLAs

Customer response : 7 Action Plan # SLAs
Downtime Ticket Group Quarter (Ticket Breached Total
Achieved
Created) (Total)
Satisfied JIRA & Confluence
100% Working on upgrade of the
services went down due to
tool – Targeted end – 30/9/18 Apr 3 2 5
Java heap error

Unsatisfied Oracle RightNow cloud Oracle has taken necessary IT-Apps May 19 3 22
service was down due to steps to avoid similar
0%
DDOS attack on their situation Targeted end –
servers 30/9/18 June 23 9 32
 CC Infra Services for May/June MyTicket SLA Report
Target Achived 102% SLAs Achieved SLAs Breached
100.20% 100.00% 100%
100.00% 1% 1%
99.73% 99.73% 99.73% 99.73% 98% 4%
99.80% 7%

SLA Count
99.60% 99.52% 99.52% 96%
9%
99.40% 94%
Uptime

99.20% 99.04% 92% 99% 99%

99.00% 96%
100.00% 90% 93%
98.80% 100.00% 100.00% 100.00%
88% 91%
98.60% 100.00% 100.00% 100.00% 100.00%
86%
98.40%
DISTRIBIUT…
APR MAY JUNE MAY JUNE

WALLBOARD
ADAPTIVE
CALL ME

LMS
PRISIM
RIGHT NOW
CTI (AMEYO)

LOCATION

& REPORTS
FOR LIVE…
BACK

BASED
UPTIME
IVR

CC -IT EUC INDORE CC IT EUC

Month of
IT CC CSAT Quarter # SLAs
Customer Responses : 57 Reason for Ticket Group # SLAs Breached Total
Action Plan (Ticket Achieved
Downtime Created)
Unsatisfied Apr 166 12 178
11% CC -IT EUC May 323 33 356
Satisfied Scheduled
89% maintenance for NA June 377 17 394
EORS Indore CC IT May 482 2 484
EUC June 995 5 1000
 Video & Audio Conferences Services Corp Telephony Services
350 1000
May (Hrs) JUNE May (Hrs) JUNE
907 885
300
300
286
250
No of Hours

100
200

No o Hours
150 47
145 30
100 124 130
110 10

50
10 15 10 8
0
LIFESIZE CFM AUDIO CONF ALL HANDS & DESIGN STUDIO 2 1.5
PLATFORM UTILIZATION TATA GLOBAL LIVE STREAMING EVENTS 1
MEET OUTGOING CALLS INCOMING CALLS INTERNAL

*IT actively supported 10 LIVE events in AMJ

with Live streaming.

* Executive & OnDemand UC support at 45 VC’s

in May and 60 in June.
 UC Service uptime for May/June MyTicket SLA Report
SLAs Achieved SLAs Breached
101% May June 102%
100% 100%
99% 98%
Service Uptime

98% 7%
96%

SLA Count
97% 10% 10%
94%
96% 100% 100% 100% 100%
92%
95% 98%
90%
94%
95% 88%
93%
93% 90% 90%
92% 86%
VIDEO CONFERENCING BRIDGE CONFERENCING UC INFRA SERVICES 84%
DEVICES APR MAY JUNE

UC CSAT
Customer Response : 1 Action Plan
Reason for Downtime
Unsatisfied
0%
VC Device Downtime due to cable
Cables have been replaced and fixed.
issues
Satisfied
100% Escalated to service provider to get PRI
UC infra downtime due to issues
issues rectified. Services are up &
at service provider end
running.
 Network Service Uptime MyTicket SLA Report
120%
April May June SLAs Achieved SLAs Breached
101 100%

SLA Count
100 80% 46%
99 99.8 99.68 99.75 60% 78%
99.375 99.25 87%
Uptime

98 40%
99.9 99.78 100 54%
97 99.38 20%
13% 22%
0%
96 97
99.75 99.64 99.28 99.27 100 APR MAY JUNE
95 IT-NETWORK
LAN WIFI Internet MYNET MPLS Client based
VPN

IT Network CSAT
Action Plan Month of
Reason for Downtime # SLAs
Customer Response : 1 Ticket Quarter # SLAs
Breached Total
Group (Ticket Achieved
Unsatisfied (Total)
0% Wi-Fi downtime due Created)
Redundant radius
to radius
server available
authentication failure Apr 3 20 23

Satisfied IT-
Back up links May 8 29 37
100% Link down due to ISP NETWORK
available now and
at WH
stable. June 22 19 41
 SD/Tech Cafe SLA Report Month of
120% # SLAs # SLAs Breached
Ticket Group Quarter (Ticket Total
Achieved (Total)
SLAs Achieved SLAs Breached Created)
100% 1% 2% 7% 6% 5% 3% 3% 2% 4% 1% 1%
18% 19% Apr 6 51 57
80% IT - ASSETS May 38 80 118
58% June 58 81 139
68%
60%
SLA Count

89% Apr 11 1 12
99% 98% 93% 94% 95% 97% 97% 98% 96% 99% 99%
IT_Team May 55 11 66
40% 82% 81%
June 31 14 45
20% 42% May 134 30 164
32% Jabong IT EUC
June 271 62 333
11%
0% May 236 2 238
APR MAY JUNE MAY JUNE MAY JUNE APR MAY JUNE APR MAY JUNE APR MAY JUNE Jabong Service Desk
June 407 8 415
IT - ASSETS JABONG IT JABONG SERVICE DESK TECH CAFE UV IT EUC
EUC SERVICE Apr 1914 150 2064
DESK Myntra SERVICE DESK May 4251 288 4539
June 5071 259 5330
SD/Tech Cafe CSAT for MJ
Apr 246 8 254
Customer Response : 872
TECH CAFE May 457 12 469
Unsatisfied June 471 12 483
4% Apr 25 1 26
UV IT EUC May 83 1 84
Satisfied
96% June 104 1 105
 120% SD/Tech Cafe Ticketing Stats Month of
Tickets Solved Open Tickets Quarter Total # Tickets # Open
Ticket Group
100% 0% 4% 10% 6% 0% 0% 0% 0% 0% 0% 0% 1% 0% 0% 0% (Ticket Tickets Solved Tickets
10%
Created)
80% Apr 68 32 36
53%
61% IT - ASSETS May 128 39 89
70% 100%
Ticket count in %

60% 99%
100% 100% 100% June 154 60 94
100%
90% 96% 90% 94% 100% Apr 20 20
40% 100% 100% 100% 100% 100% IT_Team
May 67 60 7
20%
47%
39% June 46 44 2
30%
Jabong IT EUC May 164 148 16
0% June 337 316 21
APR MAYJUNE APR MAYJUNEMAYJUNEMAYJUNE APR MAYJUNE APR MAYJUNE APR MAYJUNE
May 238 238
IT - ASSETS IT_TEAM JABONG JABONG SERVICE DESK TECH CAFE UV IT EUC Jabong Service Desk
IT EUC SERVICE
DESK June 415 415
Apr 2528 2527 1
SERVICE DESK May 4540 4538 2
Top 3 Ticket generators June 5364 5339 25
Team Title Type Total Tickets (AMJ) Apr 269 269
ENGG APPS LMS Access Service Request 2171 TECH CAFE May 469 469
New hire process Service Request 381 June 486 483 3
IT AMS
Apr 26 26
GSUITE - Group ID UV IT EUC May 84 84
IT APPS Creation Service Request 221 June 105 105
 Monthly Report For High & Medium DLP Incidents
Monthly CASB Incidents
70.00% 63.10% Sum of High Sum of Med
Total
60.00% 74.47%
80.00%
50.00%
70.00%
40.00% 37.03%
33.38% 60.00%
29.35%
30.00% 50.00%
19.63%
20.00% 17.13% 40.00% 25.53%
10.00% 0.12% 30.00%
0.00% 0.12% 0.14% 20.00%
0.00%
10.00%
COPY TO FTP HTTP HTTPS/SSL REMOVABLE
NETWORK SHARE STORAGE DEVICE 0.00%
DATA SHARED ON GOOGLE DRIVE EMAILS SENT TO EXTERNAL DOMAINS

Count of Virus definition Compliance

Count of Virus definition… Count of Virus
100% Machine Status
Definition compliance
Machine Offline 109
Machine Count

50% Out-of-date 149

93%
Up-to-date 4743

No Antivirus 75
2% 3% 2%
0%
Grand Total 5076
Machine Offline Out-of-date Up-to-date No Antivirus
 120% APPSEC vulnerability Report for May - June * Whitehat
stat is based
100%
Critical High Medium Low on 1 HIGH
impact
Ticket
80%
Ticket Stats

60%
100%
40%

47%
20% 42%
29%
24% 24%
18%
5% 12% 0 0 0
0%

MYNTRA_APPSEC_TEAM APPSECURE_TEAM WHITEHAT

Teams Critical Status High Status Medium Status Low Status

Myntra Appsec Work-in
Team
11 Closed 16 9 Open 2 Open
Progress
Work-in
Appsecure Team 3 Closed 2 4 Open 8 Open
Progress
Work-in
WhiteHat 0 NA 1 0 NA 0 NA
Progress
Thank You

15