Services Agreement [Schedule K-O] - Morgan Stanley Dean Witter & Co. and International Business Machines Corp.
SCHEDULE K
Sample Audit Summary
The following table is a sample audit summary, the form of which shall be
utilized by IBM pursuant to Section 10.2(b) of the Agreement. Each audit summary
provided pursuant to such Section 10.2(b) shall at a minimum contain information
corresponding to the various column headings set forth in the table below.
------------------------------------------------------------------------------------------------------------------------------------
Audit Summary
------------------------------------------------------------------------------------------------------------------------------------
Area Audit Concern Recommendation Management Response
Reviewed
------------------------------------------------------------------------------------------------------------------------------------
Billing and The billing process was not always followed The billing process needs to be Billing procedures were reviewed
Accounts which caused untimely billing. Two concerns strengthened in order to improve by the IBM Deputy Project
Receivable were noted; (1) the billing was delayed, at controls. Management inspection Executive and updated to reflect
least 1 month, on 9% of the invoices needs to be strengthened to ensure the recommendation. This concern
reviewed and (2) credit and rebill timely and accurate billing. was also raised at the monthly
adjustments were processed on the entire managers' meeting. A letter from
amount of the invoices, instead of partial the IBM Project Executive is
credits. being drafted and will be sent
to all personnel involved, by
07/15.
------------------------------------------------------------------------------------------------------------------------------------
Asset The asset management process was not always The process needs to be properly Assets incorrectly recorded are
Management properly documented or adhered to. Of the documented and administered. currently being corrected. This
hardware assets sampled, 3% were will be completed by 08/31. The
incorrectly recorded. asset mgmt. process has been
updated. The IBM Project
Executive has appointed a person
to do reviews on a periodic
basis to ensure the process is
being administered correctly.
------------------------------------------------------------------------------------------------------------------------------------
Contract The quality assurance process was not Quality assurance reviews must be The process of ensuring a QA
Performance always followed. Three service offerings completed for all future offerings. review is completed prior to
were signed in 1998 without completing the signings has been communicated
required quality assurance review. in a letter from the IBM Project
Executive to the appropriate
personnel.
------------------------------------------------------------------------------------------------------------------------------------
Financial Financial reports/measurements provided to A process needs to be established A process for consistent
Management the Project Executive varied with regard to ensure consistent financial financial reports and
to data, format and timeliness. One reports and measurements are measurements will be documented
department was providing actual revenue provided, including revenue and and communicated. Contract cost
and cost summaries while another department cost plan versus actual analysis. detail reports will be supplied
was providing plan revenue and cost Monthly contract cost detail to the PE monthly. Responsible
summaries. Therefore, a consistent reports should be supplied, for Manager: IBM Deputy Project
detailed plan versus actual analysis was review and analysis Executive. Target Date: 9/15
not being performed. Also, detailed cost
reports were not routinely provided for
review.
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule K to Services Agreement MSDW/IBM Confidential
K-1 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
Vendor Process requirements were not followed. Procurement guidelines need to be A letter from the IBM Project
Relations and A purchase order was established by the enforced and purchase orders owned Executive was sent to all
Accounts project office that allowed other IBM by the project office need to be personnel on 7/10, to reinforce
Payable organizations to obtain services from limited to project office commitment to following
the vendor without generating their activities only. The requirement procurement guidelines.
own purchase order. Also, documentation to maintain documentation to
was not always sufficient to support support invoice payments needs to
invoice payments or demonstrate receipt be enforced and the receipt of
of goods and services. goods and services needs to be
validated.
------------------------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule K to Services Agreement MSDW/IBM Confidential
K-2 Final Execution Copy
<PAGE>
SCHEDULE L
Certain IBM Competitors
(a) { * }
(b) { * }
(c) { * }
(d) { * }
(e) { * }
(f) { * }
(g) { * }
(h) { * }
(i) { * }
(j) { * }
(k) { * }
(l) { * }
(m) { * }
(n) { * }
(o) { * }
(p) { * }
(q) { * }
(r) { * }
(s) { * }
(t) { * }
--------------------------------------------------------------------------------
Schedule L to Services Agreement MSDW/IBM Confidential
L-1 Final Execution Copy
<PAGE>
SCHEDULE M
Certain Leases, Licenses and Contracts
-------------------------------------------------------------------------------------------------------------------
Leases
-------------------------------------------------------------------------------------------------------------------
Item Lessor Description Type/ Serial Monthly Annual Lease Lease
Number Model Number Lease Lease Expiration Number
Expense Expense Date
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
Licenses
-------------------------------------------------------------------------------------------------------------------
Item Software Description Monthly Licence Annual License
Number Vendor Name Maintenance License Maintenance
Expiration Maintenance Number
Expiration
-------------------------------------------------------------------------------------------------------------------
1 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
2 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
3 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
4 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
5 SAS Institute { * }
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
Contracts
-------------------------------------------------------------------------------------------------------------------
Item Vendor Name Description Monthly Annual Contract
Number Expense Expense Number
-------------------------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------------------------
None as of the Effective Date
-------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
Schedule M to Services Agreement MSDW/IBM Confidential
M-1 Final Execution Copy
<PAGE>
SCHEDULE N
International Agreements
Those supplements and other agreements executed by MSDW or an MSDW Affiliate and
IBM (f/k/a Advantis) under that certain International Service Provider
Agreement, between Dean Witter Reynolds, Inc. (an Affiliate of MSDW) and IBM
(f/k/a Advantis), dated March 29, 1995 (such agreement the "ISPA", and such
supplements collectively the "Existing Supplements") shall continue to be
governed by the terms of the ISPA; provided, however, that with respect to the
Existing Supplements, the Parties shall work in good faith to modify the terms
and conditions of the ISPA to be consistent with the terms and conditions of the
Agreement.
For any New Services to be provided internationally to MSDW or MSDW's
Affiliates, the Parties (or the Affiliates of such Parties, if applicable) shall
utilize the form attached to this Schedule N and incorporated by reference
herein (any such agreements for New Services internationally executed after the
Effective Date collectively the "International Services Agreements", and
collectively with the Existing Supplements, the "International Agreements").
Such International Services Agreements are hereby incorporated by this reference
into this Schedule N. Either Party, in its sole discretion, may execute, or
authorize an Affiliate of such Party to execute, International Services
Agreements.
Any amounts paid by MSDW or MSDW's Affiliates for Services provided under any
International Agreements shall be included as part of (a) MSDW Aggregate
Spending, and contribute to MSDW's satisfaction of the Minimum Annual Revenue
Commitment, in accordance with Sections 8.1 and 8.2 of Schedule C; (b) "the
aggregate of all charges incurred for Services", and contribute to the Customer
Surplus Adjustment, in accordance with Section 7.3(a)(ii) of Schedule C; and (c)
"the aggregate of all actual net charges incurred and paid" for purposes of
calculating { * }.
________________________________________________________________________________
Schedule N to Services Agreement MSDW/IBM Confidential
N-1 Final Execution Draft
<PAGE>
_____________
ISA Number: _____________
INTERNATIONAL SERVICES AGREEMENT
This International Services Agreement (the "International Services Agreement" or
"ISA"), number ________ and dated ____________________ (the "ISA Date"), is
entered into between __________________________, an Affiliate of MSDW, with a
place of business located at __________________________ (the "MSDW Entity"), and
__________________________, an Affiliate of IBM, with a principal place of
business located at __________________________ (the "IBM Entity"). This ISA
hereby incorporates the terms and conditions of that certain Agreement for
Services between MSDW and IBM, dated July 1, 1999. The MSDW Entity and the IBM
Entity may agree upon additional, unique country-specific terms and conditions
as part of this ISA, which terms and conditions shall be set forth in Appendix 1
of this ISA. Capitalized terms not defined in this ISA shall have the meanings
given them in the Agreement.
1. TERM
This ISA shall be effective as of the ISA Date specified above and
shall continue until the earlier of (a) __________, (b) the date that
the IBM Entity's and the MSDW Entity's obligations under this ISA have
been fully performed in accordance with this ISA, or (c) termination of
this ISA by the MSDW Entity for any reason and without cause upon
thirty (30) days' prior written notice to the IBM Entity subject to the
termination for convenience charges, if any, specified in Appendix 2 of
this ISA.
2. SCOPE OF SERVICES TO BE PROVIDED UNDER THIS ISA
The IBM Entity shall perform the services, functions and
responsibilities described in Appendix 1 of this ISA (which is hereby
incorporated into this ISA by this reference) pursuant to the terms and
conditions of this ISA.
3. CHARGES
The charges for such services, functions and responsibilities shall be
as described in Appendix 2 of this ISA (which is hereby incorporated
into this ISA by this reference), subject to Subsections 12.4(b) and
(e) of the Agreement (as incorporated by reference herein).
MSDW ENTITY IBM ENTITY
Entity:_____________________ Entity:___________________
By:_________________________ By:_______________________
Printed:____________________ Printed:__________________
Title:______________________ Title:____________________
Date:_______________________ Date:_____________________
________________________________________________________________________________
Additional Supplement to Amended and Restated MSDW/IBM Confidential
International Service Provider Agreement AS-1
<PAGE>
___________
ISA Number: ___________
APPENDIX 1
[Describe here the services, functions and responsibilities of the IBM Entity
and the MSDW Entity, any Performance Standards, and any unique terms and
conditions applicable to (a) such services, functions and responsibilities, and
(b) foreign countries in which such services, functions and responsibilities may
be provided.]
________________________________________________________________________________
Appendix 2 to International Services Agreement MSDW/IBM Confidential
ISA 1-1
<PAGE>
_____________
ISA Number: _____________
APPENDIX 2
[Describe adjustment to charges here, if this Appendix 2 is applicable pursuant
to article 3 of the ISA.]
________________________________________________________________________________
Appendix 2 to International Services Agreement MSDW/IBM Confidential
ISA 2-1
<PAGE>
SCHEDULE O
Service Delivery Processes
The following table does not necessarily represent all of the Service delivery
processes utilized by IBM to provide the Services. The Parties shall work
together in good faith to compile a complete list of the Service delivery
processes after the Effective Date.
------------------------------------------------------------------------------------------------------------------------------------
Functional Areas MSDW IBM Descriptions Tools/Requirements
Processes
Cross
Reference
------------------------------------------------------------------------------------------------------------------------------------
NEW COMPUTING TECHNOLOGIES
------------------------------------------------------------------------------------------------------------------------------------
S1 Mid-range Platform Provide Operating System, Database, Security,
Support Connectivity, Operational, and other support
for business processes running on mid-range
servers.
------------------------------------------------------------------------------------------------------------------------------------
1 Host to Host Connectivity & bi-directional data movement { * } File transfer software between mainframe
Connectivity between distributed hosts leveraging current and clients, as well as clients to clients,
technologies and { * } and an { * } host supporting IP, SNA and other protocols - { * }
using { * }, { * } under { * }, and { * } and { * } Client, { * } node w/{ * } adapter
with the { * } as client and { * } host as and Y2K date, { * } w/{ * } addresses, IP
server. addresses for { * } connection, { * } Server
software for { * } and client for { * }, { * }
software for { * }, PU defined on { * } w/{ *
} ILU and up to { * } dependant LU's defined.
------------------------------------------------------------------------------------------------------------------------------------
2 Mid-range Security Automated processes used to monitor, check, Scripts and packaged tools targeting Unix, NT
and warn of changes to key system security and mainframe based systems, routers,
files and logs. multiplexors, facility network equipment as
well as web hosted applications Tools { * }
------------------------------------------------------------------------------------------------------------------------------------
3 Mid-range Support - Manual and automated functions used to define { * }, Scripts and packaged tools handling
Application system resources, modify instance related data movement on DASD, disk arrays for product
userid's, administer { * } directory code, instance environment and
structures, define links for { * }, define
databases and initial entries & default
database parameters, deactivate databases,
prune logs, create security reports,
reorganize tables and
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-1 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
update statistics, and backup databases. database. As for software: { * }
------------------------------------------------------------------------------------------------------------------------------------
4 Mid-range Support - Automated daily backups of file systems, Midrange Hardware { * } with associated
Backup system configuration, & critical system connectivity to routers { * }
files to both tape and disk.
------------------------------------------------------------------------------------------------------------------------------------
5 Mid-range Support - Determines whether is system is alive, what Midrange Hardware with associated connectivity
Network run level it's at, { * } subsystem status, to routers { * } & fast ethernet { * }
if the console is hung or not, SNA
connectivity status and reconnect.
------------------------------------------------------------------------------------------------------------------------------------
6 Mid-range Support - Check logs for known hardware errors, file Midrange Hardware with associated connectivity
OS system usage for customer defined limits, to routers Hardware: { * }
extracts `sar' data and sends it to a web
server for compilation, removes aged trace
files, compares before and after IPL images,
checks bootflag status, verifies mount
points, creates audit/switch files.
------------------------------------------------------------------------------------------------------------------------------------
7 Mid-range Support - Sends "hold & highlight" messages to the { * Midrange Hardware Unix and NT scripting tools
Server } console, opens INFO tickets as necessary, and packaged agents, Hardware: { * }
sends informational email to { * } Support
ID, supply `y' input o some scripts, change
& lock/unlock the colops & service
passwords, sends { * } Alerts, reinitializes
the { * } boards, IPL's the servers.
------------------------------------------------------------------------------------------------------------------------------------
8 Mid-range Sys Assur This process allows us to quickly and Midrange Hardware Unix and NT scripting tools
Review Del'y produce the System Assurance Reports from and packaged agents{ * }, and an { * } on
{ * } output. another system. The system { * } is an { * }
with { * } of RAM. It is using { * }, which is
IBM's Y2K ready OS. The OS is patched with all
{ * } patches as of { * }. The network card is
a { * }.
------------------------------------------------------------------------------------------------------------------------------------
9 Test Test scripts and functions used for Hardware: { * }
verification of changes prior to
implementation in production.
------------------------------------------------------------------------------------------------------------------------------------
10 Contingency All backup and/or fallback plans required to See All the Above.
continue operation where possible.
------------------------------------------------------------------------------------------------------------------------------------
SDC PLANNING
------------------------------------------------------------------------------------------------------------------------------------
S2 Change Management Assist management and staff in the tasks of
Service Delivery planning, documenting, coordinating and
Center monitoring changes to the Services Delivery
Center's resources.
------------------------------------------------------------------------------------------------------------------------------------
11 Produce weekly Process used to create reports used for SDC { * }
change planning Change Planning and Maintenance Window
reports Support. Reports provide information
pertaining to change tickets created in the
{ * } system. Reports include [ _ ]
------------------------------------------------------------------------------------------------------------------------------------
12 Change Management Review Change records opened in the { * } { * }
Administration database by the IBM SDC support groups and
Operations to ensure all required fields
contain valid information and install
instructions. Risk assessment of requested
changes and resolve any scheduling
conflicts. Create IPL and/or POR tickets if
change activity requires one. Create the
weekly Change report to review with the IBM
SDC support groups and Operations. Approve
all tickets that have passed the review
process.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-2 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
DATABASE AND ONLINE SYSTEMS
------------------------------------------------------------------------------------------------------------------------------------
S3 Online Systems The product evaluation, software build,
installation, maintenance and problem
determination associated with the { * }
Online Systems and selected { * } Online
Program Products. This support is provided
for all { * } Online Systems operating in
the Service Delivery Center data center
environment.
------------------------------------------------------------------------------------------------------------------------------------
13 User Request 1a This is the Process of gathering User { * }
Management Requests for changes/additions to { * }
Resources and archiving those requests when
completed. This is either done through a
series of { * } (in the case of some
Customers) or through one of our { * }.
------------------------------------------------------------------------------------------------------------------------------------
14 Software Build 12,28 This process is used by the { * } Build Team { * }Connectivity { * }
Maintenance to identify, create, control, and do initial
testing on { * }. The output of this process
is a set of Load Libraries and Installation
Instructions used by the { * } Support Teams
to install new Maintenance or Releases in
{ * }. { * } uses { * } to maintain its
software.
------------------------------------------------------------------------------------------------------------------------------------
15 Software This process is used by the { * } Support { * }
Maintenance Teams to install New Releases and/or
Maintenance shipped to them by the { * }
Build Team through the "Software Build
Maintenance" Process. This uses the { * }
provided by { * } Build to accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
16 Configuration 3,5,10,11, This is the process of various Configuration { * } Generic Resources (Risk Assess)
Installation 12,15a/b, Changes made to the { * } Regions. This
17,18,28 includes things like { * } Table Changes,
{ * } Resource Definition Online (RDO), and
other tuning changes to improve { * }
Performance.
------------------------------------------------------------------------------------------------------------------------------------
17 Component This is the process of defining both { * }
Installation Production and Development { * } Regions and
potentially adding the various Product
Components to those Regions. They include
things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
18 Problem These are the processes used for { * }
Notification notification and Problem Determination for
{ * } System and Application Problems. This
includes things like { * }, problem
management reporting systems.
------------------------------------------------------------------------------------------------------------------------------------
19 Problem These are the processes used for { * }
Determination notification and Problem Determination for
{ * } System and Application Problems. This
includes things like { * }, problem
management reporting systems, amongst others.
------------------------------------------------------------------------------------------------------------------------------------
20 Class 1 This process is the ability to download and { * }
Contingency restore { * } Product Libraries and rebuild
{ * } Regions in the advent of a Contingency
at a remote Host. This uses utilities such
as { * } to rebuild the { * } Regions.
------------------------------------------------------------------------------------------------------------------------------------
21 Class 2 This process is the ability to download and { * }
Contingency restore { * } Product Libraries and rebuild
{ * } Regions in the advent of a Contingency
at a remote Host. This uses utilities such
as { * }.
------------------------------------------------------------------------------------------------------------------------------------
22 System 5,14,15a/b, This is the process of using Various { * } { * }
Performance 19,21 Tools to do Performance Monitoring and
Monitoring Tuning for the { * } Regions. This includes
things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-3 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
23 Security Security is maintained on the { * } { * }
Management subsystems to ensure no unauthorized parties
have access. Checking is done to make sure
no { * }. Dataset profiles are created and
only authorized parties are given access to
these. Authorization { * } groups are
defined and only certain ids are tied to
those groups. This process is { * } today
with a future
------------------------------------------------------------------------------------------------------------------------------------
24 Security There are { * } Current Processes in this { * }
Reporting Area to be Tested, though there is a Project
underway to enhance { * } Security
Management.
------------------------------------------------------------------------------------------------------------------------------------
25 Scheduled 8 This is the processes that subsystems { * } { * }
Maintenance Use to archive { * } Output, copy Dump
Datasets, produce Transaction Abend Reports,
load the { * } System Definitions into a { *
} Database and Shut the { * } Regions down.
------------------------------------------------------------------------------------------------------------------------------------
S4 Database Systems The product evaluation, software build,
installation, maintenance and problem
determination associated with the { * }
Database Systems and selected { * } Database
Systems Program Products. This support is
provided for all { * } Database Systems
operating in the Service Delivery Center
data center environment.
------------------------------------------------------------------------------------------------------------------------------------
26 User Request 1a These are the processes used to fulfill user { * }
Management requests related to the Database Systems
platform.
------------------------------------------------------------------------------------------------------------------------------------
27 Software Build This is the process used by the Data Base { * }
Maintenance (DB) Build team to create, control and
identify various items that encompass
database systems software and processes
delivered to the Database Systems support
teams. The end result being { * } that
support { * } of software and { * } to
existing software. The software contained in
these packages are from various software
vendors whose products comprise the Database
Platform.
------------------------------------------------------------------------------------------------------------------------------------
28 Software These are the processes used by Database { * }
Installation Systems Support to install and maintain the
database platform. This includes the
processes required to prepare and stage
software changes.
------------------------------------------------------------------------------------------------------------------------------------
29 Configuration 3,5,9,10,11, These processes consist of creating and { * }
Maintenance 26 changing objects in the database subsystem
necessary for the proper functioning of the
database platform. An example of this is { *
} changes.
------------------------------------------------------------------------------------------------------------------------------------
30 Component These are the processes used by the Database { * }
Installation Systems team to build new Database platforms
or add new features.
------------------------------------------------------------------------------------------------------------------------------------
31 Problem These are the processes used for { * }
Notification notification and problem determination
related to the Database platform. This
includes things like; { * } and collection
of { * }.
------------------------------------------------------------------------------------------------------------------------------------
32 Problem These are the processes used for { * }
Determination notification and problem determination
related to the Database platform. This
includes things like; { * } and collection
of { * }.
------------------------------------------------------------------------------------------------------------------------------------
33 Class 1 4,13 These are the processes used to insure the { * }
Contingency smooth transition of subsystem { * }
availability and operations to a remote site
for the customer in the event of a disaster
recovery where the primary { * } subsystems
become unusable locally
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-4 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
34 Class 2 4,13 These are the processes used to insure the { * }
Contingency smooth transition of subsystem { * }
availability and operations to a remote site
for the customer in the event of a disaster
recovery where the primary { * } subsystems
become unusable locally.
------------------------------------------------------------------------------------------------------------------------------------
35 System 5,14,26 These are the processes used to monitor the { * }
Performance database platform and notify the database
Monitoring systems support team in the event of
unacceptable performance. This includes { *
} and { * }.
------------------------------------------------------------------------------------------------------------------------------------
36 Security 9,26 These are the processes used to secure the { * }
Management database platform which insures no
unauthorized parties have access. This
includes { * } to secure datasets and { * }
objects.
------------------------------------------------------------------------------------------------------------------------------------
37 Security These are the processes executed regularly { * }
Reporting to monitor for unauthorized activities
related to the database platform.
------------------------------------------------------------------------------------------------------------------------------------
38 Scheduled 25,26 These are the processes executed regularly { * }
Maintenance to maintain the database platform. These
ensure availability and performance. An
example is, { * } of the database { * }.
------------------------------------------------------------------------------------------------------------------------------------
S5 Messaging The product evaluation, software build,
Systems installation, maintenance and problem
determination associated with the Mainframe
{ * } Messaging Systems and selected { * }
Messaging Systems Program Products. This
support is provided for all Mainframe { * }
Messaging Systems operating in the Service
Delivery Center data center environment.
------------------------------------------------------------------------------------------------------------------------------------
39 User Request 1a,27 This is the Process of gathering User { * }
Management Requests for changes/additions to { * }
Resources and archiving those requests when
completed. This is either done through a
series of { * } Panels (in the case of some
Customers) or through one of our tools. { *
}.
------------------------------------------------------------------------------------------------------------------------------------
40 Software 27 This process is used by the { * } Build Team { * } Queue Managers.
Build to identify, create, control, and do initial
Maintenance testing on { * }. The output of this process
is a set of Load Libraries and Installation
Instructions used by the { * } Support Team
to install new Maintenance or Releases in {
* }. { * } uses { * } to maintain it's
software
------------------------------------------------------------------------------------------------------------------------------------
41 Software 27 This process is used by the { * } Support { * }
Maintenance Team to install New Releases and/or
Maintenance shipped to them by the { * }
Build Team through the "Software Build
Maintenance" Process. This uses the
LoadLib's and Installation Instructions
provided by { * } the Build process to
accomplish this.
------------------------------------------------------------------------------------------------------------------------------------
42 Configuration 3,5,11,27 This process is used by the { * } Support { * } Queue Manager, { * }
Installation Teams to make configuration changes to { * }
Subsystems. This includes things like { * },
among others.
------------------------------------------------------------------------------------------------------------------------------------
43 Component 27 This process is used by the { * } Support { * }
Installation Teams to build new { * } Subsystems and add
unique features/products to the { * }
Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
44 Problem 27 These are the processes used for { * }Queue Manager
Notification notification and Problem Determination for {
* } System and Application Problems. This
includes things like { * } among others.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-5 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
45 Problem Determination 27 These are the processes used for notification and { * } Queue Manager
Problem Determination for { * } System and
Application Problems. This includes things like
{ * } among others.
------------------------------------------------------------------------------------------------------------------------------------
46 Class 1 Contingency 27 This process is the ability to download and restore { * }
{ * } Product Libraries and rebuild { * }
Subsystems in the advent of a Contingency at a
remote Host. This uses utilities such as { * } to
Dump and Restore those Datasets, { * } to gather
{ * } Definitions, { * } to transmit them to the
remote Host, and rebuild the { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
47 Class 2 Contingency 27 This process is the ability to download and restore { * }
{ * } Product Libraries and rebuild { * }
Subsystems in the advent of a Contingency at a
remote Host. This uses utilities such as { * } to
Dump and Restore those Datasets, { * } to gather
{ * } Definitions, { * } to transmit them to the
remote Host, and rebuild the { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
48 System Performance 5,14,27 This is the process of using a IGS Job to reset the { * } Queue Manager
Monitoring { * } Initial Channels as needed by the various
{ * } Applications.
------------------------------------------------------------------------------------------------------------------------------------
49 Security Management 27 Security is maintained on the { * } subsystems to { * }
ensure no unauthorized parties have access.
Checking is done to make sure no { * }. Dataset
profiles are created and only authorized parties
are given access to these. { * } groups are defined
and only certain ids are tied to those groups. This
process is { * } today with a future Process being
looked at to { * } this.
------------------------------------------------------------------------------------------------------------------------------------
50 Security Reporting 27 This is the Process of Listing the Various { * } { * }
Profiles (both dataset and system) that control the
execution of { * } and the protection of { * }
Messages.
------------------------------------------------------------------------------------------------------------------------------------
51 Scheduled Maintenance 27 These the Standard { * } Contingency Jobs that { * }
backup { * } Subsystems.
------------------------------------------------------------------------------------------------------------------------------------
S6 Application Services The installation, maintenance and problem
determination associated with various Application
Services offered in the Service Delivery Center
data center environment. This support is provided
for the Global Business Systems, Network
Connectivity Systems, { * } and general
Environments operating in the Service Delivery
Center data center environment.
------------------------------------------------------------------------------------------------------------------------------------
52 User Request Management 1a This the process of our Value Added Network Teams
to process input requests from the Application { * }
Development Teams and generate Application JCL.
------------------------------------------------------------------------------------------------------------------------------------
53 Software Maintenance This process is the ability of our Application { * }
Support Teams to install Maintenance and/or new
Releases of the Applications that they support.
This input to this is generally { * } and { * }
provided to those teams by the Application Support
Groups.
------------------------------------------------------------------------------------------------------------------------------------
54 Configuration Installation This process is the ability of the various { * }
Application Teams to add Configurable Items to
those Various Applications. This includes things
like { * } and additions/ changes/deletions from
the { * } other applications.
------------------------------------------------------------------------------------------------------------------------------------
55 Component Installation This is the Process of using a JCL Generator to add { * }
components to the { * } and { * } Applications in
the Value Added Network environments.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-6 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
56 Problem Notification This are the Tools and Processes needed to do { * }
Problem Determination in the Applications that we
support. Since most of those Applications run on a
common { * } Platform these Teams also use some of
the same Tools/Methods used by the Online Systems
Problem Determination to do their Jobs and as such
those were not re-tested by these Teams.
------------------------------------------------------------------------------------------------------------------------------------
57 Problem Determination This are the Tools and Processes needed to do { * }
Problem Determination in the Applications that we
support. Since most of those Applications run on a
common { * } Platform these Teams also use some of
the same Tools/Methods used by the Online Systems
Problem Determination to do their Jobs and as such
those were not re-tested by these Teams.
------------------------------------------------------------------------------------------------------------------------------------
58 Class 1 Contingency This process is the ability to download and restore { * }, IBM Utilities
Application Product Libraries and rebuild { * }
Regions and Applications in the advent of a
Contingency at a remote Host. This uses utilities
such as { * } to Dump and Restore those Datasets,
{ * } to transmit them to the remote Host, and
rebuild the { * } Regions along with their
Applications.
------------------------------------------------------------------------------------------------------------------------------------
59 Class 2 Contingency This process is the ability to download and restore { * }, IBM Utilities
Application Product Libraries and rebuild { * }
Regions and Applications in the advent of a
Contingency at a remote Host. This uses utilities
such as { * } to Dump and Restore those Datasets,
{ * } to transmit them to the remote Host, and
rebuild the { * } Regions along with their
Applications.
------------------------------------------------------------------------------------------------------------------------------------
60 System Performance Monitoring These are the Processes used for Automated { * }
Monitoring and Alerting of Problems within the
Supported Applications.
------------------------------------------------------------------------------------------------------------------------------------
61 Security Management Security is maintained for our Applications to n/a
ensure no unauthorized parties have access.
Checking is done to make sure no { * }. Dataset
profiles are created and only authorized parties
are given access to these. { * } groups are defined
and only certain ids are tied to those groups. This
process is done { * } today with a future Process
being looked at to { * }.
------------------------------------------------------------------------------------------------------------------------------------
62 Security Reporting There are { * } Current Processes in this Area to n/a
be Tested, though there is a Project underway
{ * }.
------------------------------------------------------------------------------------------------------------------------------------
63 Scheduled Maintenance These are the Processes/Jobs used by the
Application Support Teams to do Daily Backups and
Maintenance on the Application Datasets. Since
these Applications are { * } based on a common
platform they also use some of the Same Processes
as the Online Systems Scheduled Maintenance and
since those have already been tested these Teams
did not duplicate those tests.
------------------------------------------------------------------------------------------------------------------------------------
SDC HARDWARE MANAGEMENT
------------------------------------------------------------------------------------------------------------------------------------
S7 DASD Storage Services This service provides the technical infrastructure
including both DASD (Direct Access Storage Device)
hardware and Storage software to support IBM
Platform and Customer Application Data storage
requirements. These processes ultimately maintain
adequate capacity resources in support of IPS
services.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-7 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
64 Receive user requests for space 55,53a User requests are received via e-mail. { * }. These { * }
notes are reviewed by the ({ * }) department and
then dispersed to the group for processing.
------------------------------------------------------------------------------------------------------------------------------------
65 Storage pool monitoring - 71,64 This process is a vendor supplied software package { * }
Vantage({ * }) that scans dasd and gathers space allocation
percentages. This is a started task and runs on one
system in a shared dasd complex. Scans of dasd are
done on regular { * } basis. Dataset information is
obtained { * } or by command if needed.
------------------------------------------------------------------------------------------------------------------------------------
66 Threshold processing and 71,64 This process is controlled by set figures, { * }
notification - Vantage({ * }) percentages, that when a certain threshold has been
exceeded, a { * } notification is done and an entry
is placed in a dataset that is monitored by the
Storage Administration group. If a pool has
exceeded the threshold for more than { * }, a WTO
is sent to operations to have Storage
Administration { * }.
------------------------------------------------------------------------------------------------------------------------------------
67 Allocate datasets ({ * }) 63,64 This process will have batch jobs allocate datasets { * }
using a vendor supplied process, { * }, IBM's { * }
processing and regular { * } allocations. A batch
job will also be submitted to execute the code that
{ * } does to keep the job from abending from a
{ * } abend.
------------------------------------------------------------------------------------------------------------------------------------
68 Alter and activate new { * } 54,58,68,64 This process will include a modification done to { * }
routines - { * } the { * } routines for space management{ * }. The
routines will then be translated, verified and
activated into the running system. Test will also
be done to make sure the changes done work as
designed.
------------------------------------------------------------------------------------------------------------------------------------
69 Full dump/restore This process consists of using tools { * } to dump { * }
{ * } DASD volumes to tape and restoring either the
{ * } DASD volume, or one or more selected datasets
back to disk.
------------------------------------------------------------------------------------------------------------------------------------
70 Primary space management - { * } 71,64,90 This process is the function that where { * } { * }
migrates datasets from volumes by { * } management
criteria or define { * } parms in { * }.
------------------------------------------------------------------------------------------------------------------------------------
71 Recall migrated datasets - { * } 71,64 This process will have a batch job reference a { * }
dataset that is migrated and verify that the
dataset is recalled. A { * } recall command will
also be issued to verify that a migrated dataset
will be recalled.
------------------------------------------------------------------------------------------------------------------------------------
72 Execute { * } This process is part of the { * } software and is { * }
just a parm used to collect information via control
cards
------------------------------------------------------------------------------------------------------------------------------------
73 Maintain { * } - { * } This process consists of using space management { * }
software { * } to set up, monitor, communicate
with, query, and perform maintenance functions such
as { * } DASD subsystems.
------------------------------------------------------------------------------------------------------------------------------------
74 Problem & Change management Department changes are entered into the { * } { * }
database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Support group(s) corrects the problem and
the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
75 { * } Backup and recycle 71 This process consists of verifying that the backup { * }
functions versions of files that { * } were has created
expire properly based on the values used when they
were
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-8 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
created, and verifying that the recycle function,
which { * } tapes by { * } to new tapes, is also
working properly.
------------------------------------------------------------------------------------------------------------------------------------
76 Execute Snapshot This process consists of using the { * }) products { * }
to copy data within { * }) DASD subsystems. This
copy can be from either the "Live" volumes to the
backup ({ * }) volumes (SnapShot Backup) to create
a copy of the live data, or from the backup ({ * })
volumes to the "Live" volume (SnapShot Restore) to
restore the data.
------------------------------------------------------------------------------------------------------------------------------------
S8 Hardware Config Services This service provides the ordering, shipping,
installation, and configuration of Hardware in
support of IPS services.
------------------------------------------------------------------------------------------------------------------------------------
77 Receive user req for config User requests are received via e-mail { * }. These { * }
changes ({ * } notes are reviewed by the department manager and
then dispersed to the group for processing
------------------------------------------------------------------------------------------------------------------------------------
78 Alter { * } gens { * } is an panel driven application used to create { * }
new system gens. These system gen's are then loaded
out to the processor to be installed at boot-up
{ * } time or via a dynamic activation { * }.
------------------------------------------------------------------------------------------------------------------------------------
79 Dynamic activate of new gens Dynamic Activation of new system gens is the { * }
process of installing a { * } without { * }. The
HSA (hardware storage area) is updated with the new
configuration and takes affect immediately. This is
only a temporary change until the next { * } of the
processor implements the change on a permanent
basis.
------------------------------------------------------------------------------------------------------------------------------------
80 Promoting IODEF's to production Promoting IODF's to production is the process of { * }
exporting and/ or importing an IODF (I/O Definition
file) from one host to another host. An IODF file
is a vsam file which contains the system
configuration definitions and is the output from
HCD listed above.
------------------------------------------------------------------------------------------------------------------------------------
81 Block/Unblock ports on ESCON Escon directors are hardware switches which allow { * }
directors multiple hosts to communicate to the same device or
devices. These switches are controlled by a PC and
are also accessible via a host application called
{ * }. Blocking a port on the escon switch, disables
a host or multiple hosts from a device. Unblocking
a port enables a host or multiple host to a device.
------------------------------------------------------------------------------------------------------------------------------------
82 Update processor profiles (HMC) HMC is the Hardware Management Console which Access to Hardware
controls the processors in a datacenter. { * } are Mgt. Console
carried out via the HMC. Each processor has a
profile defined on the HMC which defines the
processor. Hardware modifications are made via the
profile.
------------------------------------------------------------------------------------------------------------------------------------
83 Problem & Change Management Hardware configuration changes are entered into the { * }
NPCA database on { * }. These changes are subject
to review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Hardware Configuration corrects the problem
and the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
84 HMC functionality during HMC is the Hardware Management Console which Access to Hardware
controls the processors in a Mgt. Console
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-9 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------------------
IPLs & PORs datacenter. { * } are carried out via the HMC. The
HMC will be advanced to the year 2000 and normal
day to day processes will be tested.
------------------------------------------------------------------------------------------------------------------------------------
85 Sysplex timers 16 Sysplex timers are a hardware device that sets the { * }
clock on a processor and continuously monitors the
time checking for any fluctuations. A lab
environment exists where we will advance the timer
to year end and verify the timer functions
properly.
------------------------------------------------------------------------------------------------------------------------------------
S9 Contingency Services This service provides for the IPS Contingency or
Disaster recovery process which are outlined in
Contingency Bulletins manuals. Customers can select
({ * }) recovery classes of service, set-up back-up
and recovery routines and document via the A.C.P.
(Application Contingency Plan) system. IBM provides
a recovered software platform and schedules
periodic tests.
------------------------------------------------------------------------------------------------------------------------------------
86 Receive user requests for tests 84a User requests are received via e-mail Lotus Notes. { * }
These notes are reviewed by the department and then
dispersed to the group for processing.
------------------------------------------------------------------------------------------------------------------------------------
87 ACP mismatch reporting This process produces reports containing a list of { * } snapshot, { * }
tapes that match the { * } and a list of tapes in
the { * } that do not match the current { * } and
{ * } entries.
------------------------------------------------------------------------------------------------------------------------------------
88 Contingency tape pull process This process produces reports containing a list of { * } snapshot, { * }
tapes that match the customers { * } to be pulled
and shipped for a { * } and a list of tapes in the
{ * } that do not match the current { * } and { * }
entries that will not be pulled and shipped for a
Contingency Test.
------------------------------------------------------------------------------------------------------------------------------------
89 ACP Bookmanager builds This process allows Customers to enter data into { * } snapshot, { * }
their Application Contingency Plans and also
provides the mechanism to transfer the Customer's
data to the Contingency Planning Bookshelf, within
{ * } and our { * } database.
------------------------------------------------------------------------------------------------------------------------------------
90 Problem & Change Management Department changes are entered into the { * } { * }
database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change window.
Problem management tickets are handled as they are
opened. Support group(s) corrects the problem and
the problem record is then updated.
------------------------------------------------------------------------------------------------------------------------------------
S10 Tape Services This service provides the technical infrastructure See Data Center Tape
including both { * } hardware and { * } software to Operations Tools.
support IBM Platform and Customer Application Data
Tape storage requirements.
------------------------------------------------------------------------------------------------------------------------------------
91 Mount tapes as requested by Operators view mount requests { * }. Operator will
customers ({ * } routines) notate volser on { * } and retrieve specified
volser from the racks of the specified library.
Operator inserts tape into drive specified on the
{ * }. Tape is removed from the drive after use and
placed in the assigned staging rack to be filed
back into the library racks.
------------------------------------------------------------------------------------------------------------------------------------
92 Create scratch lists The process of pulling available tapes for use as
scratch in tape processing. Process begins by
producing a listing of available scratch tapes
using { * } Tape Panel functions. Using the report,
scratch tapes are pulled from the racks by matching
{ * } with the { * }. The pulled tapes are { * }
which are then placed in the designated area for
the library.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-10 Final Execution Copy
<PAGE>
---------------------------------------------------------------------------------------------------------------------------
93 Create vault lists Process begins by producing a listing of tapes,
via { * } panels, that are designated to be sent
off-site for a specified amount of time. Operator
matches the { * } with { * } in the specified
library racks and pulls the tape. Once listing
has been completed pulled, the tapes are placed
in { * } provided by { * }. A { * } used to { * }
is sent with { * } as well as a { * } tapes
designated to { * } the next day. When tapes are
sent back from the vault as designated by the
{ * }, the operator { * } by { * } in the boxes
with that of the { * }. Tapes are then filed into
assigned slots for specified library.
---------------------------------------------------------------------------------------------------------------------------
94 Synchronize automated { * } and { * } jobs are run on complexes that
libraries (scratch, etc) use { * } and have { * }. These jobs take the
current { * } scratch list and upload this list
to the { * } library manger. This is to { * } as
to which volsers are scratches.
---------------------------------------------------------------------------------------------------------------------------
95 Move tapes in and out Process begins by producing { * }, via { * }
of the data centers to panels, that are designated to be { * } for a
off site vaults specified amount of time. Operator matches { * }
with the { * } in the specified library racks and
{ * }. Once { * }, the tapes are { * } provided
by { * }. A copy of the { * } is sent { * } as
well as a copy of { * } designated to come back
from { * }. When tapes { * } as designated by the
{ * }, the operator { * } by matching the { * }
with that of the { * }. Tapes are then { * } for
specified library.
---------------------------------------------------------------------------------------------------------------------------
96 Receive and send out Operator retrieves tape from { * }. Tapes are then
tapes to other checked into the tape operations system using the
installations { * }. Tapes are { * } as required.
---------------------------------------------------------------------------------------------------------------------------
97 Track VTS performance { * } records are cut on all of the systems that
have { * } subsystems running on them. The { * }
records are then transmitted to { * } and loaded
into the {* } database for { * } review.
---------------------------------------------------------------------------------------------------------------------------
98 Problem & Change Department changes are entered into the { * }
Management database on { * }. These changes are subject to
review by the Change Management Group. These are
reviewed and a determination is made to allow or
reject the activity for the upcoming change
window. Problem management tickets are handled as
they are opened. Support group(s) corrects the
problem and the problem record is then updated.
---------------------------------------------------------------------------------------------------------------------------
99 Tape abend tracking Info tickets are opened whenever { * }, these
procedures tickets are reviewed { * } and placed in a
database for error trending. They are also sent
to IBM-CE's and datacenter operations on a { * }
basis.
---------------------------------------------------------------------------------------------------------------------------
100 Bad tape removal Tapes are flagged as having errors via several
procedures methods: { * }. Operator checks the { * } database
to verify if designated tape is in scratch status
or is live. Tapes that are in scratch status are
{ * }. Operator updates { * } database to put
designated volser in { * }. Operator removes the
external label from the { * } and affixes the
label to a { * }. The tape is then initialized
via the { * } panels which { * } database. After
the tape has been verified it is { * } for use in
processing. If a tape is live, the programmer or
support group will { * } so that { * }. Once { * }
or support groups gives the OK, the tape is { * }
using the
---------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-11 Final Execution Copy
<PAGE>
---------------------------------------------------------------------------------------------------------------------------
above procedures. (see related processes for
initialization and verification)
---------------------------------------------------------------------------------------------------------------------------
101 Electronic vaulting { * } database driven tool to transmit the
({ * } base) updated { * } picking, distribution, and
inventory reports to the { * }. This tool is
also used to { * } via the { * } process.
Process is used in both the { * } and { * }
sites.
---------------------------------------------------------------------------------------------------------------------------
102 Tape support options Panels are available with various tape cartridge
panel information such as { * }.
---------------------------------------------------------------------------------------------------------------------------
103 { * } product This product is currently only being used to
move tape files from { * } into { * } to allow us
to discontinue { * }. For now it is only available
on { * } systems. { * } support is coming later.
---------------------------------------------------------------------------------------------------------------------------
104 Library Manager for One of the disco'd { * } in { * } will be
the { * } and { * } connected to the { * } lpar and tested for Y2K
compatibility.
---------------------------------------------------------------------------------------------------------------------------
S11 Cap Plan and Perf This service provides the technical infrastructure
Services to adequately monitor SYSTEMS performance which
can include CPU, DASD I/O and Tape I/O. These
processes ultimately maintain adequate capacity
resources in support of IPS services.
---------------------------------------------------------------------------------------------------------------------------
105 Receive user requests User requests are received via e-mail { * }. These { * }
({ * }) ntes are reviewed by the department and then
dispersed to the group for processing.
---------------------------------------------------------------------------------------------------------------------------
106 Set { * }, { * } to Parameters The { * } and { * } are members { * }
alter performance settings contained in { * } that are used to control the
performance group and dispatch priorities of
workload on the host system. Changes to alter
the performance settings are done by using { * }
to editing the appropriate { * } or { * } member
then issuing an { * } command to activate the
change.
---------------------------------------------------------------------------------------------------------------------------
107 SLA monitoring & 5,20 The SLA Monitoring and Reporting process is used { * }
reporting to gather and report on data detailing the
processor service that measured jobs receive.
{ * } data is used as input, collected in a { * }
database, and then a series of { * } reports are
run to summarize the data various ways. The
reports are:
[X] SLA Compliance for All Customers: By Host
[X] Consolidated Class of Service Report for All
Systems: By Customer
[X] Service Levels: By Group, Type, Class, Month
[X] Service Levels: By Sysid, Type, Class, Month
The reported service levels are then compared
against the objectives set forth in the contract
to determine compl
---------------------------------------------------------------------------------------------------------------------------
108 Collect and report 87 The SLA Monitoring and Reporting process is used { * }
System & { * } performance to gather and report on data detailing the
data processor service that measured jobs receive.
{ * } data is used as input, collected in a { * }
database, and then a series of { * } reports are
run to summarize the data various ways. The
reports are:
[X] SLA Compliance for All Customers: By Host
[X] Consolidated Class of Service Report for All
Systems: By Customer
[X] Service Levels: By Group, Type, Class, Month
[X] Service Levels: By Sysid, Type, Class, Month
The reported service levels are then compared
against the objectives set forth in
---------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-12 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
the contract to determine compliance.
------------------------------------------------------------------------------------------------------------------------------------
109 Host Capacity 69 The method in which { * } data is downloaded into Workstation, { * } data fed into
trend analysis LOTUS 123 spreadsheets, { * } is done against the Lotus spreadsheet
data, and Lotus Freelance charts are produced
showing { * }. In addition, { * } projections
provided by the customer in the form of { * } may
be factored into the spreadsheet calculations.
------------------------------------------------------------------------------------------------------------------------------------
110 Load balancing/Host 69 The process by which workload (Jobs, Started Tasks, Workstation, { * } data fed into
upgrade workload analysis CICS Regions) are analyzed to determine whether or Lotus Spreadsheet, { * } for
& movement not they can be moved to an alternate host in a change records
shared DASD environment to support an { * } due to
a { * }. Using workload and host projections
derived from the "Host Capacity Trend Analysis",
it can be determined whether or not { * } on an
{ * }. Scheduling of { * } is coordinated with
operations via the standard NPCA change control
process.
------------------------------------------------------------------------------------------------------------------------------------
SYSTEMS SOFTWARE
------------------------------------------------------------------------------------------------------------------------------------
S12 S/390 Sys Software The product evaluation, software build,
Support installation, maintenance and problem determination
associated with the Operating System and selected
Program Products in an MVS environment. This
support is provided for all MVS systems operating
in the Service Delivery Center data center
environment.
------------------------------------------------------------------------------------------------------------------------------------
111 Problem Notification When problems occur the Problem Notification Process { * },Telephone, { * }
Premier MVS { * } using { * } that are integrated with { * } and
{ * }. The purpose of the Problem Notification
process is to provide immediate attention to
problems.
The Problem Notification process consists of the
following steps:
[_] Update { * } with { * }, such as { * } and so
on.
[_] System management tools, monitoring utilities,
or operations { * } a possible problem.
[_] Support staff update, assign, and close problem
tickets in { * } database.
------------------------------------------------------------------------------------------------------------------------------------
112 Problem Notification When problems occur the Problem Notification process { * }
Program Products { * } using { * } that are integrated with { * } and
{ * }. The purpose of the Problem Notification
process is to provide immediate attention to
problems.
The Problem Notification process consists of the
following steps:
. Update { * } with { * }, such as { * } and so
on.
. System management tools, monitoring utilities,
or operations { * } a possible problem.
. Support staff update, assign, and close
problem tickets in { * } database
------------------------------------------------------------------------------------------------------------------------------------
113 Problem Notification Perform Testing of the following INFO Database { * }
Commercial MVS Functions:
1.) Test the ability to { * } of possible platform
product error.
2.) Test the ability to create & schedule a { * }.
3.) Test the ability to look up and access SUPREC's
for notifying support groups.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-13 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
114 Problem Determination 57 The purpose of the Problem Determination process is { * }
Premier MVS to establish an ongoing process of resolving
problems. The objective is to minimize the impact of
problems affecting services and optimize the time
and effort spent in problem solving. The Problem
Determination process identifies the source of a
problem at a level sufficient to enable corrective
action. Several tools and methods are used in the
process:
[X] Viewing of { * }.
[X] Using { * } and { * } sessions.
[X] Transmission of problem documentation and dumps
using { * } and { * }.
------------------------------------------------------------------------------------------------------------------------------------
115 Problem Determination The purpose of the Problem Determination process is { * }
Program Products to establish an ongoing process of resolving
problems. The objective is to minimize the impact
of problems affecting services and optimize the
time and effort spent in problem solving. The
Problem Determination process identifies the source
of a problem at a level sufficient to enable
corrective action. Several tools and methods are
used in the process:
. Viewing of { * }.
. Using { * } and/or { * } sessions.
. Transmission of problem documentation and
dumps using { * } and { * }.
. Vendor technical support phone access
------------------------------------------------------------------------------------------------------------------------------------
116 Problem Determination 57 Analyze software problems to determine cause and { * }
Commercial MVS correction using the following products.
1.) Test the capability of transmitting problem
documentation, dumps using the following tools.
({ * }).
2.) Test the ability to setup { * } session between
2 parties.
3.) Verify access to { * } from Y2K during testing
dates.
4.) Test the ability to access online documentation
using { * } on a Y2K system.
5.) Verify { * } is Y2K compliant with the vendor.
------------------------------------------------------------------------------------------------------------------------------------
117 Build and Package The process is defined as the ability to use { * } { * }
Software Maintenance - to receive apply, and accept IBM software on an MVS
MVS platform.
------------------------------------------------------------------------------------------------------------------------------------
118 Build and Package The process of building and packaging software { * }
Software Maintenance - maintenance consists of { * }, customizing the { * }
PC&I according to { * }. The process also includes the
creation and testing of the { * } required to roll
the { * } to a { * } if necessary.
------------------------------------------------------------------------------------------------------------------------------------
119 Implementation of 49,50 { * } typically distributes software upgrades and { * }
Software Maintenance - maintenance via { * } volume replacements. This
PREM process is implemented when there are many { * },
when { * } is installed, or if a change requires
{ * }. The process involves creating a new { * }
from which to { * }, leaving the current { * } as
the contingency for any {
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-14 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
* }, { * } is the product generally used to install
software upgrades and maintenance, however some OEM
products use module replacement as an alternative
method. In these cases individual { * } libraries
are updated according to installation instructions.
------------------------------------------------------------------------------------------------------------------------------------
120 Implementation of This process consists of receiving Software packages { * }
Software Maintenance - from the PC&I group to install software maintenance.
PROD . Notification of package readiness (via { * })
. Access to install documentation ({ * }).
. Use { * } ({ * },for example) to install new
software.
. Implement new software product passwords when
required.
Follow the implementation instructions received from
PC&I which will vary from product to product.
------------------------------------------------------------------------------------------------------------------------------------
121 Implementation of 49,50 Perform the implementation of packaged software { * }
Software Maintenance - by successfully executing the { * } process to
COMM implement new { * } for individual fixes and system
integrity.
------------------------------------------------------------------------------------------------------------------------------------
122 Build and Package The process of building and packaging new software { * }
New Software Releases - releases consists of { * }, usually { * },
MVS installing { * } on a { * }, customizing the { * }
according to { * }. The process also includes the
{ * } of the { * } required to roll the { * } to a
{ * } if necessary.
------------------------------------------------------------------------------------------------------------------------------------
123 Build and Package Provide the ability to build and install a new { * }
New Software Releases - release of the operating system, and Third Party
Prod products, In order to provide a stable system
environment, which has the ability to effectively
support the client business. This process consists
of the ability to { * } new { * } for the delivery
to the MVS Support groups.
------------------------------------------------------------------------------------------------------------------------------------
124 Implementation of { * } typically distributes software upgrades and { * }
New Software Releases - maintenance via { * } volume replacements. This
Prem process is implemented when there are { * }, when
{ * }, or if a change requires { * }. The process
involves creating a new { * } volume from which to
{ * }, leaving the current { * } volume as the
{ * } for any { * }.
------------------------------------------------------------------------------------------------------------------------------------
125 Implementation of This process consists of receiving Software { * }application{ * }
New Software Releases - packages from the PC&I group to install new
Prod software releases.
. Notification of package readiness (via
{ * })
. Access to install documentation ({ * }
or { * }).
. Use { * } ({ * example) to install new
software.
. Implement new software product passwords
when required.
Follow the implementation instructions received from
PC&I which will vary from product
------------------------------------------------------------------------------------------------------------------------------------
126 Implementation of Production implementation of packaged software. The { * }
New Software Releases - capability of accessing install package information
Comm that may be located in { * }. Perform the testing of
production packaged software, by building new { * }
and running jobs that update to the new { * }S
successfully. (The successful execution of { * } jobs
that update the { * }.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-15 Final Execution Copy
<PAGE>
-----------------------------------------------------------------------------------------------------------------------------------
127 Contingency Platform Build 88 The process of building a Contingency Platform { * } or { * }.
consists of restoring the MVS platform from
production backup data sets to contingency
DASD volumes. The contingency host is then
{ * } from { * }.
-----------------------------------------------------------------------------------------------------------------------------------
128 Change Request Processing To provide the ability to implement system { * }
- Build software changes on an Operating system that
will effectively support and maintain the client
production environment. This process will verify
the ability to effectively deliver changes to
the Production environment, with minimal
disruption and impact to the client.
-----------------------------------------------------------------------------------------------------------------------------------
129 Change Request Processing Perform the successful building / changing of { * }
- Platform Prod JCL statements in Job/Procs/Logons or Rexx,
Clist creation / alteration for production.
-----------------------------------------------------------------------------------------------------------------------------------
130 Change Request Processing The Change Request Process is used to identify, { * }
- PREMMVS evaluate, and coordinate required changes. The
Change Request Process is a series of steps for
providing the customer with maximum system
stability and availability. The steps in the
change request process are:
. Initiation - A change request is sent via
e-mail to { * } using { * }.
. Review - The { * } request is reviewed and an
{ * } change ticket is created.
. Scheduling - The change ticket is scheduled for
{ * }.
. Approval - The change ticket is reviewed by
change management and is approved.
. Implementation - Standard methodologies are
used to implement the change. The change ticket
is closed with appropriate completion code.
. Follow-up/Reporting - { * } and { * } reports
review changes that have been implemented.
-----------------------------------------------------------------------------------------------------------------------------------
131 Change Request Processing Define and Communicate Program Product Change { * }
PC & I This process consists of a series of steps
designed to provide the customer with maximum
system stability and availability. The steps in
the change request process are:
. Initiation - A change request is sent
to { * } using { * }
. Review - The { * } request is
reviewed and an { * } change ticket is
created.
. Scheduling - The change ticket is
scheduled for { * }
. Approval - The change ticket is reviewed
by change management and is approved.
. Implementation - Standard
methodologies are used to implement the
change. The change ticket is closed with
appropriate completion code.
-----------------------------------------------------------------------------------------------------------------------------------
132 SMF Data Collection - 25 The { * } group is responsible for the capture { * }
PREMMVS and availability of SMF data from the time { * }
until it is { * } into { * } and { * } GDG files.
The following outlines the tasks for dumping and
collecting SMF data on each host:
-----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-16 Final Execution Copy
<PAGE>
----------------------------------------------------------------------------------------------------------------------------------
. SMF data is dumped from system files
periodically every { * } according to { * }.
. At { * }. OPCA submits { * } job to
complete the capture of all the { * } SMF data.
. Jobs { * } the consolidates the data into a
single { * } DASD file.
. Jobs { * } then merge the consolidated daily
file to the { * } SMF data tape.
----------------------------------------------------------------------------------------------------------------------------------
133 SMF Data Collection Comm 25 Perform the collection of SMF data by running the { * }
full volume { * } jobs to collect the data. We will
then run the SMF extract jobs to extract billing SMF
data and verify the data is valid.
----------------------------------------------------------------------------------------------------------------------------------
134 Change Request Processing PC&I use of the change request process is for { * }
Build contingency. The contingency process requires
scheduling a load { * } of the contingency host.
The load { * } is scheduled by logging on to the { *
} system and opening an { * }. The change ticket is
then reviewed by change management and approved.
----------------------------------------------------------------------------------------------------------------------------------
135 Tape Management Using { * } Perform Tape Management processes using { * }, by { * }
Process - Commercial MVS. testing functionality of the { * } panels and the
running of { * } batch related jobs.
----------------------------------------------------------------------------------------------------------------------------------
136 One Pack Recovery Process - Build and test the one pack recovery process by { * }. { * }
Commercial MVS The { * } will consist of { * } the one pack recovery
volume after the Jan. 1st 2000 date. The one pack
recovery process allows support to correct problems
with a production RES in a non shared environment
----------------------------------------------------------------------------------------------------------------------------------
S13 S/390 Automation Services Provides installation and support of various automation
solutions that enable the SDC datacenters to more
easily manage operations of both MVS and VM systems as
well as some distributed platforms. These solutions
include { * } on the mainframe side. On the distributed
platform, it includes the following { * } products: { * }.
----------------------------------------------------------------------------------------------------------------------------------
137 Change request Processing This process allows introduction of change to the { * }
Auto production environment with minimal impact. It includes
receiving requests to the { * } for automation changes,
reviewing and scheduling those changes via { * } on the
{ * } system, and then scheduling the change by { * }
in the { * } System.
----------------------------------------------------------------------------------------------------------------------------------
138 Alert Mgmt/Auto Paging 2,30,40 The process of alerting operations or support to { * }
various exceptions. This includes receiving alerts to
the { * }, and taking automated action via a { * }.
These { * } can either { * } for notification to
operators who are monitoring the systems. The process
can include automatically { * } in the { * } system, and
can also include automatic { * } via { * }, the { * }
system and { * }.
---------------------------------------------------------------------------------------------------------------------------------
139 Problem Notification The process of notification of problems with supported { * }
software to the { * } staff. This will be tested via a
{ * } generated by a { * } run against the { * } system
for open problem tickets assigned to the { * } department.
The report is then { * } to the departmental { * } and all
staff members.
---------------------------------------------------------------------------------------------------------------------------------
140 Problem Determination The process is used to determine problems with automation { * }
and includes
---------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-17 Final Execution Copy
<PAGE>
----------------------------------------------------------------------------------------------------------------------------------
creating and retaining { * }, turning on { * },
generating { * } and creating { * } for use in
problem determination.
----------------------------------------------------------------------------------------------------------------------------------
141 Build and Package Software Process of ordering, receiving, SMP/E installing and { * }
Maintenance preparing maintenance software for installation. The
maintenance software is ordered and received via
appropriate IBM mechanisms, generally { * }. An { * }
is done and a list of { * } is generated. The { * }
detail those { * } that need to be { * } to{ * }
the software. { * } are prepared, as needed, and
the software is { * } to a { * } where it is { * }.
When the { * } has been completed successfully,
the { * } is modified to allow the maintenance
software to be { * }.
----------------------------------------------------------------------------------------------------------------------------------
142 Implementation of Software The process to apply product fixes, preventive { * }
Maintenance maintenance and enhancements to existing levels of
automation software. Prepared libraries are sent to
{ * }. Appropriate changes are made, as needed, on the
{ * }. The application is then { * }, on the { * },
to insure the { * } were { * }.
----------------------------------------------------------------------------------------------------------------------------------
143 Build and Package New Software Refer to Build & Package Software Maintenance test plan. { * }
Releases
----------------------------------------------------------------------------------------------------------------------------------
144 Implementation of New Software Same process as Implementation of Software Maintenance { * }
Releases test plan.
----------------------------------------------------------------------------------------------------------------------------------
145 Modify S/390 Automation Source The process of updating or modifying automation source { * }
Code code, including automation message tables and control
files, locally written { * } and { * } custom scripts.
The { * } and { * } are edited in { * }. The control
files are updated via the { * } provided with { * }. The
{ * } scripts are updated using the { * } editor on { * }
and { * } for { * }.
----------------------------------------------------------------------------------------------------------------------------------
146 Manage S/390 Automation source The process is used to ship, test and load automation { * }
Code tables (control and message). Tables are shipped from a
{ * } to { * }. Tables are tested by { * } from either
{ * } or { * } to the target system. If tested
successfully, tables are staged to be loaded into
production. If test is unsuccessful, { * } of the test
failure for correction. Once staged, tables are loaded
on the target system based on timed events.
----------------------------------------------------------------------------------------------------------------------------------
147 S/390 Automation PROCOPTS The process of adding new system definitions and { * }
Hardware Support reconfiguring Proc-Ops to reflect that. A request for
a new Proc-Ops definition is { * }, based on new
system requirements for Proc-Ops/TSCF access. An { * }
ticket in the { * } system is created and the task is
delegated to Proc-Ops support. Support runs the { * }
configuration dialogs to generate a new { * }.
----------------------------------------------------------------------------------------------------------------------------------
S14 Sys Software Appl The design, development and second level support of
Development Service Delivery Center developed software. This
software includes { * } subsystems and programs. The
primary platform for the software developed is { * }
however, there are some { * } applications that have
been developed for internal Service Delivery Center use.
----------------------------------------------------------------------------------------------------------------------------------
148 Modify Software Source 61 Use { * } tools and { * } to modify, compile, and link { * }
source code and
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-18 Final Execution Copy
<PAGE>
----------------------------------------------------------------------------------------------------------------------------------
Code & Documentation documentation. Testing will also include { * }
to a { * } using { * } followed by { * } via { * }.
----------------------------------------------------------------------------------------------------------------------------------
149 Manage Software Source 61 Perform SCLM function testing . This includes { * } { * }
Code & Documentation project definitions.
----------------------------------------------------------------------------------------------------------------------------------
150 Problem Determination for Perform testing and debug functions for programs { * }
Developed Software using { * }, { * } to access dumps, { * } command
and { * } functions for debugging.
----------------------------------------------------------------------------------------------------------------------------------
ENTERPRISE PLATFORMS
& SERVICES
----------------------------------------------------------------------------------------------------------------------------------
S15 RACF Data Security Provides mainframe security protection across the
{ * } using RACF for both MVS and VM Operating
Systems. This includes the initialization,
administration, and control of { * }. Identifying
and analyzing exception conditions and reacting to
those conditions is also part of this service.
----------------------------------------------------------------------------------------------------------------------------------
151 RACF Commands 75,78 The process of initiating and completing a request { * }
for the implementation of RACF security protections
on IPS systems. Requests are received { * }, meeting
or initiated by changes in IBM standards. (Based upon
the nature of the request(s), a Change Management
record(s) may or may not be created.) Any/all RACF
commands may be issued on the needed system(s) to
ensure the needed security requests are activated and
completed. Requester is informed as to the completion
of any request, files are clear to show that processing
has taken place and/or Change records are closed.
----------------------------------------------------------------------------------------------------------------------------------
152 RACF Passwords The process of requiring a password to be changed { * }
because of an { * } or of { * } based upon a { * } time
frame. This process is an automatic process based on
{ * } set up when a userid was created and the { * }
interval of { * } on most systems. No interaction is
necessary by security administrators.
----------------------------------------------------------------------------------------------------------------------------------
153 RACF Dump and Restore 80 The process of copying, compressing and/or rebuilding a { * }
RACF database in order to enhance performance or
correcting certain RACF database errors. It is process
which is handled { * } (or on request from the performance
group).Change Management records are always created.This
activity takes place { * }, where { * } is occurring.The
primary RACF database is { * }, using the { * }, into the
{ * } database.The newly compressed { * } is then { * } to
replace the { * }. Upon completion Change records are
closed.
----------------------------------------------------------------------------------------------------------------------------------
154 RACF SMF Processing 26 The process of collecting RACF security audit information { * } Tables on
from all IPS systems and the loading of this information { * }
into a { * } database. { * } data is transmitted { * }.
It is additionally coded after determining customer owner
and loaded into one of { * } tables. Data consist of
{ * }. The database is made available to { * } to access
only information which { * } according to its related
existing RACF structure. Data can and is used to { * }.
General { * } reports are also made available to customers
in RMDS. Raw data is retained for a minimum period of
{ * }.
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-19 Final Execution Copy
<PAGE>
----------------------------------------------------------------------------------------------------------------------------------
155 RACF Extract and Database 80 The process of collecting information contained on { * } Tables on { * }
Load all IPS RACF databases, which includes { * }, and
loading this information into a { * } database. RACF
data is unloaded via a RACF database unload utility
and transmitted { * } on a preset schedule from every
host system to { * }. This data is, in turn, massaged
and loaded into the { * } consisting of many tables to
be used for { * }. Data is current to { * }. The
database is made available to { * } to access only
information resources which { * }" on each specific
RACF database. General { * } reports are made available
to customers in RMDS on { * }.
----------------------------------------------------------------------------------------------------------------------------------
156 Data Security Maintenance 75,79,81,83,7 The process of maintaining accurate ownership { * }
2a,74,77 information of userids on all IPS RACF databases.
Regarding internal IBM userids, the Human Resources file
contains { * } and is used to determine current need for
most existing { * }. Files are created { * } to update/
delete the necessary authorities automatically. Internal
IBM userids are manually hard revoked and deleted when
their owners have { * }. { * }, customer and internal
IBM userids, which have been inactive for { * } on
Heritage IPS systems, are deleted through a combination
of { * } procedures. Change Management records are opened
and closed each { * } for this mid-month processing.
----------------------------------------------------------------------------------------------------------------------------------
157 RACF Report Generation 82 The process of extracting predetermined or ad hoc { * } Tables on { * }
information from either the { * } tables or the { * }
tables and reporting this information, as needed.
Information is loaded into { * } tables { * } or { * } as
predetermined (see above - RACF SMF Processing and RACF
Extract and Database Loads processes). A series of { * }
are used to extract information into report formats and
are loaded into RMDS for use by customers. Customer and
IBM security administrators can also { * } to obtain { * }
reports through available views. Customers are limited to
only information which { * }. { * } RMDS reports are
available each { * } and { * } SMF reports are usually
available { * } following the security activity records.
----------------------------------------------------------------------------------------------------------------------------------
S16 VM Systems Support Provides installation, maintenance,
upgrade and support of all VM systems and their
processes running across the { * }, including problem
determination and root cause analyses.
----------------------------------------------------------------------------------------------------------------------------------
158 Software Support The installation, maintenance and upgrade of VM IBM and { * } Product Set
OEM software, keeping currency and stability as the main
objective across all VM systems at each of the data
centers. All efforts associated with the upgrade/
installation of software uses { * } supplied programs to
do so. IBM offers the { * } function to apply and build
service across many of their VM program products. Change
management is used to track and apply all service to VM
products across all the VM systems. Maintaining product
level consistency across the VM systems is also of
critical importance.
----------------------------------------------------------------------------------------------------------------------------------
159 Systems Operations The support for load IPL automation for all VM systems. { * } Automation Code
This includes running
----------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-20 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
required jobs to { * } when the VM system is loaded IPL'd and to ensure that
all service machines are { * } for the { * } run of required system jobs.
Examples of such are { * }, etc.
------------------------------------------------------------------------------------------------------------------------------------
160 DASD Management The initialization and preparation of DASD for system & user usage, including { * }
the support of DASD dump to tape for recovery. ( * }, an IBM PID product, is
used to initialize new DASD and in correcting problem DASD. { * } is a
service machine created by VM Systems Support that defines all DASD within a
system for { * } when required. { * } also collects { * } reports showing how
{ * } associated with that system. { * }, an { * } product, is used to
configure and monitor { * } defined to a VM system. { * }, a { * } product
provided by { * }, is used to dump all system/user DASD to tape via { * }
physical images stored off site for disaster recovery and { * } incrementals
for day to day file recovery.
------------------------------------------------------------------------------------------------------------------------------------
161 Spool Management The allocation and continued monitoring of spool files across the VM systems, { * } Code
including the { * } dump to tape for recovery. Spool files consist of reader,
print and punch files that reside in the users virtual devices or on the
system virtual device. All spool files are purged out of the system every { *
} (including weekends/holidays) to relieve the system from obsolete spool
files.
------------------------------------------------------------------------------------------------------------------------------------
162 ITCS204 Compliance Support of automation routines that verify and confirm VM critical system { * } Server / Code
resources and cp class privileges on a { * } basis. The service machine { * }
runs a comparison check on all CSR's between the { * } and { * }. A compare
file is sent to { * } and { * } for review and justifications, if needed. The
service machine { * } runs the CP class privilege and { * } them to { * } for
processing.
------------------------------------------------------------------------------------------------------------------------------------
163 VM Server Support The installation, maintenance, support and administration of Lan Server { * } Server / Code
Applications that reside on VM. This includes { * }, which allows for { * }
that accesses data on the VM host processor, and { * }, which allows for { * }
onto a VM host processor.
------------------------------------------------------------------------------------------------------------------------------------
164 VM Application Support The design, programming, testing, implementation into production and support { * }
of the following offerings available to customers on the VM Application
Processors:
{ * } - an offering that allows customers a user friendly interface to all
IBM PID program products available on the system; for example, { * }. It is
a window application using { * } to access these products.
{ * } - an offering that incorporates { * } as the standard, but customer
customization is also available for use with { * }.
{ * } - an application that allows customers to { * } above what { * }
they are currently allocated.
------------------------------------------------------------------------------------------------------------------------------------
165 VM Network Support The installation, maintenance and upgrade of VM IBM Network software, { * }
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-21 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
keeping currency and stability as the main objective across all VM systems at
each of the data centers. All efforts associated with the upgrade/installation
of VM Network software uses IBM supplied programs to do so. IBM offers the
function to apply and build service for the VM Network products. Change
management is used to track and apply all service to VM Network products
across all the VM systems. Maintaining product level consistency across the
VM systems is also a primary objective.
------------------------------------------------------------------------------------------------------------------------------------
166 Disaster Recovery In preparation for if a disaster should occur at { * }, where the VM { * }
Application Processors and CCDN VM systems reside, or the { * }, where CCDN VM
systems reside, VM Platform Services dumps to tape on a { * } basis the image
of { * } for each of these critical VM systems using { * }. { * } is an { * }
product supplied by { * }.
------------------------------------------------------------------------------------------------------------------------------------
167 VM RACFSMF RACFSMF records are collected { * } for the review of unauthorized attempts at { * }
VM resources across the VM systems. The SMF data sets are located on RACFVM {
* }. { * } written to at a time, then archived to RACFSMF { * }. The disks
are { * } by the RACFSMF ID and then sent via { * } to the { * } system to be
processed by { * }.
------------------------------------------------------------------------------------------------------------------------------------
168 VM Accounting VM accounting records are generated, in storage, by the VM Control Program { * } Server / Code
(CP). These records indicate the quantity of { * } being utilized by users of
the system. After collection, these same records are input to the MVS
Accounting and Billing System where they are converted and, ultimately,
processed to produce billing invoices
------------------------------------------------------------------------------------------------------------------------------------
169 Y2K Test Platform The VM Y2K Test Platform is the effort of designing, building and implementing { * }
a Y2K VM system for product/application testing. The VMTST1 and SPPVM1 systems
have been used to bring up the VM Y2K Test Platform by dumping all DASD
associated with each of these systems to tape, bringing up the Y2K Test
environment and then restoring all the data from these tapes to bring the
systems back to currency.
------------------------------------------------------------------------------------------------------------------------------------
170 VM Tools Support The VM internal systems, { * } contain IBM { * } made available through { * } Tools
Southeast Region (SER), { * } and { * }. These tools are used in support of
( * } applications, such as { * }, etc. by internal users.
------------------------------------------------------------------------------------------------------------------------------------
171 VM perf Data Coll The gathering of supporting data, inputting into a report format and the { * }
& Reporting distribution of { * } reports to customers as required using 3rd party
products from { * } to do so.
------------------------------------------------------------------------------------------------------------------------------------
SDC DATA CENTER
------------------------------------------------------------------------------------------------------------------------------------
S17 Customer Statement Receive and process customer statement output files into software tracking,
Processong spooling, and back-up systems. Spool and print statement output files in
priority order per customer requirement. Insert and mail statement output files
and process into U.S. Postal mail stream. Generate appropriate billing
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-22 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
documentation for print/insert services and postal charges.
------------------------------------------------------------------------------------------------------------------------------------
172 Receipt of Customer 36,43,44,48 The process of receiving customer data for statement mail processing. The { * }
data statement files are received on print hosts { * } by any of the following
communication transports: { * }. Statement files will be passed to a job
tracking facility such as { * }. Statement files are also created on the
print host and sent either directly to the output JES queue or one of the job
tracking facilities. The output processing operations staff is responsible for
tracking timely receipt of the statement data.
------------------------------------------------------------------------------------------------------------------------------------
173 Data Manipulation: 44,48 The process consists of extracting data from tape or dasd in order to reformat { * }
Format/Transfer the data structure or for resequencing the statement order to achieve postal
discounts. The data can be reformatted to several different options
depending on the requirements (1-Up,2-UP, Duplex, South, etc.). This is
handled by either a form definition change or a program oriented function ({ *
}, etc.) . Changes to the structure and sequencing of the data for either
cosmetic or postal discounts will also be handled by a program function ({ *
}).
------------------------------------------------------------------------------------------------------------------------------------
174 Customer Billing 48,52 The process of gathering of supporting billing data, inputting into a report { * }
format and the submittal of Output Services billing to the billing department
for generation of customer billing. The Customer Support Exec (CSE) will
receive a Postage Report that includes billing data for the Output Services
Customers. This report includes a breakdown of the { * }. The CSE will
take this information and open a entry in the billing system, that is then
submitted to the billing department.
------------------------------------------------------------------------------------------------------------------------------------
175 Postage Tracking 48,52 The process of tracking customer postage for mail processing. The funds for { * }
postage allocation are requested from the { * }. The request are submitted to
the { * } and the funds are transferred to the appropriate banks. The Postage
Meters are loaded from a Pitney Bowes account, and the local Post Office. The
postage data is recorded on a { * } basis by the Insert and Mailroom
Operators. The information is written on a { * } metersheet. The data is then
entered into a Lotus Spreadsheet and calculated by { * } and by { * }. The
Presort information is received from the various Output locations via { * }.
The information is placed in a Lotus Spreadsheet. The International Mail
charges are calculated from the "International Mail Breakdown Sheets" and the
data is placed in a Excel Spreadsheet. The Postage Charges, International
Charges and Presort Charges are { * }, reconciled and sent to the { * }
Department on a { * } basis.
------------------------------------------------------------------------------------------------------------------------------------
176 Data/Job Tracking 36,43,44,48 Statement files are received and individually tracked during the printing, { * }
52 boxing, transporting, and mailing processes. The output processing staff must
manually log the completion of each process in a software job tracking
facility such as { * }. The output processing staff must also complete
transportation requirements for shipping to the insert area for mailing. The
requirements include the labeling
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-23 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
of each individual box and entries made into the Manifest system for each
statement file.
------------------------------------------------------------------------------------------------------------------------------------
177 Data Storage/Backup 48,51 The process of backing up customer statement data depending on each customer's { * }
specific requirements. This process uses several different software
applications such as { * }. The customer's individual requirements range from
type of storage media such as (tape, dasd, or microfiche), the retention
period that the data is stored for, and the respool capability of the data.
------------------------------------------------------------------------------------------------------------------------------------
178 Printing of Customer 36,43,44 Each statement file must be received in the output JES queue before printing { * },Printer
Data 48,52 can be initiated. Print operators will log onto a software spool facility connection to
(( * }) and request a job or sequence of jobs to be spooled to the output JES Host
queue. Each file must have the necessary software resources such as { * }
definitions. The print operator will set the targeted printer's controller to
the correct size, length, and required format(duplex,simplex). The print operator
will schedule the job to the targeted printer by { * }. The print operator will
start the printer(SDSF) and check for proper alignment. The operator follows
several quality check routines during the printing of each file. Each statement
file is boxed, strapped, and labeled for shipment. Upon the completion of each
file the operator { * } to show { * }.
------------------------------------------------------------------------------------------------------------------------------------
179 Insertation/Mailing 48,52 Each statement file goes through a series of quality checks before it can be { * }
of Customer Data allocated to an insert machine. The reconciliation operator will schedule the
statement file to an individual insert machine by logging onto software tracking
facility({ * }). The insert machine PC must be preset for the correct job file
that is going to be processed. The information includes the { * }, etc. Before
start up of each file the quality team must verify all criteria is met and that a
first piece sign off is complete. The insert operator will then manually start
the machine. During the processing of each file the insert operator will perform
several quality routines checking { * }, etc. On the completion of each file the
insert operator must make sure all required file tracking paper work is
complete({ * }, etc). The paper work is given to a reconciliation operator who
logs onto { * } and manually enters the job process information. Each job must
meet the agreed upon customer tolerance requirement before being sent to a the
presort vendor or directly to the U.S. post office.
------------------------------------------------------------------------------------------------------------------------------------
180 Inventory Tracking 42,52 Each Customer Support Representative is responsible for entering the { * } { * }
prior to each statement run in the { * } system on { * }. Supply operators will
verify the correct amount of product is received. The supply operator follows
several quality routines checking products received for defects and correct
amounts entered on the truck manifest. The supply operator logs onto the Manifest
system and enters amounts received. The supply analyst maintains an on hand
inventory list using Lotus spread sheet that includes print and insert
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-24 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
consumables. This inventory is checked { * } and distributed to customers and
management for review.
------------------------------------------------------------------------------------------------------------------------------------
181 Root Cause Analysis 46,48,52 Each Customer Support Exec(CSE) is responsible for opening a RCA record when { * }
a problem occurs. This problem can be related to a { * } to a { * }t being
sent out. The record is opened and assigned to the responsible manager. The
production team uses various system tools to research the problem such as { * ).
The team also scans through many the manually written operation logs such
as job travel sheets, reconciliation logs, and postal reports. Once the RCA is
complete it is the responsibility of the CSE to report findings and actions
plans if recommended to the customer and management for review.
------------------------------------------------------------------------------------------------------------------------------------
182 Fiche Processing of 36,48 Each microfiche report file must be received in the output JES queue before { * }
Customer Data microfiching can be initiated. Microfiche operators log onto the software
spool facility, { * }, and request a job or sequence of jobs to be spooled to
the output JES queue. The microfiche operator will schedule the job to the
targeted printer by matching the print class and form name via { * }. The
microfiche operator will start the printer from { * }. The operator follows
several quality check routines during each shift. Each report is placed in
envelopes and labeled for shipment per customer instructions recorded in { * ).
------------------------------------------------------------------------------------------------------------------------------------
S18 Production Control Sys The processes of a Power on Reset, IPL and Stand Alone Dump, to implement new
Monitoring or modified IPL load address and/or parm profiles, for software updates
to the system and platform products and to gather the necessary system dump
information in the even there is a system wide problem and documentation is needed
to analyze the problem in-depth.
---------------------------------------------------- -------------------------------------------------------------------------------
183 Resource contention 20,70 Operations system monitors, using the { * } tool, constantly look for resource { * }
dealdly embrace) contention on all systems. When system contention occurs, { * } should flag a
{ * } condition identifying the { * }.
---------------------------------------------------- -------------------------------------------------------------------------------
184 1st Level CICS problem 6,8,22 Operations system monitors, using the { * } for CICS tool and { * } system { * }
determination 24,40 commands, constantly check on the health of CICS regions. When a CICS region
is not functioning as expected, { * } should flag an exception which operations will
respond to.
------------------------------------------------------------------------------------------------------------------------------------
185 Alternate Platform 1st There is no alternate platform at this time. N/A
level PD
------------------------------------------------------------------------------------------------------------------------------------
186 Proactive System 20,60 Proactive System Monitoring is the process of using multiple tools to monitor the { * }
Monitoring the problems and exceptions on multiple systems. Operators have tools available that
allow them to monitor groups of systems and individual systems in order to help them
determine and track problems as they occur. These tools allow the operator to monitor
groups of systems, CICS regions, single systems, and certain tools allow the operator
to issue commands to the system to perform various maintenance and performance checking
routines.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
o-25 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
187 Tape 66 Operators view mount requests { * } on the { New PC/New Software from { * }
Monitoring * } within the tape operations area. (already installed)
Operator will notate volser { * } and
retrieve specified volser from the racks of
the specified library. Operator inserts tape
into drive specified on the { * }. Tape is
removed from the drive after use and placed
in the { * } to be filed back into the
library racks.
------------------------------------------------------------------------------------------------------------------------------------
188 Problem/ 40 Production control system monitors and other { * }
Change mgmt staffs, using { * }, create and update
using { * } various types of problem, change or
informational tickets. These tickets are
then used for { * }.
------------------------------------------------------------------------------------------------------------------------------------
189 Paging and 30 Production Control, under various problem { * }
Escalating situations, uses a { * } product to { * }
various support and customer groups
notifying them of the problem situation or
updates to that situation.
------------------------------------------------------------------------------------------------------------------------------------
190 1st level MQ 27 Operations system monitors, using a { * } { * }
Series Support terminal, monitor the health of the data
links between various { * } systems and { *
} and respond to errors as reported on the
monitor.
------------------------------------------------------------------------------------------------------------------------------------
191 Power On The POR process involves the shutdown of a { * }) - terminal to manage hardware and
Reset Process system or CEC (Central Electronics Complex) software. { * } application to manage hardware
and all devices attached to that system in and software.
order to change the IOCDS (Input/Output
Configuration Data Set) when new devices
need to be added or removed from that system
or to completely reset a system in the event
that it cannot be IPL'd (Initial Program
Load). The POR can involve one of two
different sets of procedures depending upon
the make of the processor -- { * }. A { * }
processor based system requires an operator
to { * } on a HMC console monitoring system
and locate the { * } that the machine
resides on. When the { * } is found, the
operator selects the { * } and chooses an
option to change the { * }. When the { * }
is changed and saved, the operator then
locates the { * } for the desired CEC and
selects the { * }, which then proceeds to {
* } the system. To POR a { * } based
processor based system, the operator must
first determine { * } reside on the CEC
where the { * } processor resides and make
sure that these { * } are also { * }. When
this is done, the operator will invoke a
service console session from his/her
monitoring station and manually enter
commands to change the { * } of the system
and command the system to { * }.
------------------------------------------------------------------------------------------------------------------------------------
192 IPL Process The load IPL process is the loading or { * } - application to manage
reloading of an operating system and its hardware and software. { * } -
applications. An IPL is performed when { * } terminal to manage hardware and
requires { * } or when a system is { * }. software. { * } - a master list of
Depending on what kind of system requires an IPL / POR controlled information.
IPL, two different sets of procedures need { * } - a controlled database of
to be performed -- { * }. On a { * } system, hardware/ software problems as well
an operator will begin by { * } on that as change management and support
system via automation from { * }. When { * information.
}, the operator will go to the { * } the
desired system is located on and find the {
* } for that system. After selecting the { *
}, the operator will choose the { * }
function to prepare the system for { * }.
When confirmation of { * } is received, the
operator will then click on the { * }
function to begin the { * } for
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-26 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
that system. For a { * } system, the products for the desired system are { * }
from the { * } in preparation for { * }. When the shut down completes, the
operator issues a { * } from the service console that { * } the system and
begins the loading of the { * } and { * } for that system.
------------------------------------------------------------------------------------------------------------------------------------
193 Standalone The Stand Alone Dump is the process of dumping the contents of a system's { * } - application to
Dump Process memory or a storage media device such as tape or DASD in order for this data manage hardware and
to be { * } by an MVS support team so that { * } can be { * }. To perform a software. { * } -
Stand Alone Dump, an operator will first find a { * } on the desired system terminal to manage
and request a { * } from the { * } to store the dump on. The operator will hardware and software.
then log onto { * } and issue commands to initiate the process and prepare the { * } - a master list
system for the dump. When confirmation is received, the operator will issue of IPL / POR
commands on the service console which will begin the Stand Alone Dump process controlled
for that system. Once the dump is initiated, the operator will be required to information.
enter a set of parameters to be logged describing the { * } of the dump. When
this information is gathered, the process will begin and once finished, the
system will notify the operator that the dump is complete and the operator
can issue a command to end the dump session.
------------------------------------------------------------------------------------------------------------------------------------
S19 Production Monitors systems providing notification and resolution to our customers and
Control Application support groups when service is impacted.
Monitoring
------------------------------------------------------------------------------------------------------------------------------------
194 Abend Handling 39,40 Production control application monitors track the progress of all batch { * }
production jobs. If a job ABENDs, production control needs to open a ticket
in { * }, restart the ABENDed job and run the job to a successful conclusion
------------------------------------------------------------------------------------------------------------------------------------
195 Data Production control application monitors, using the { * } product, are { * }
Transmission sometimes called upon to transmit a customer data file from one MVS host to
Management another MVS host.
------------------------------------------------------------------------------------------------------------------------------------
196 Spool/Report 52 Production control application monitors, using a the { * } print product, { * }
Management monitor the transmission of customer reports and can send reports, from one
MVS host to another MVS host.
------------------------------------------------------------------------------------------------------------------------------------
197 Demand Processing 31 The process of utilizing the { * } scheduling product to run on-demand { * }
scheduling requests. Requests are received via { * }. Via { * } the operators
enter the { * } dialogue and perform the requested activity, normally being
to have a job or jobstream scheduled to process immediately. Once the activity
is performed the customer request is confirmed back to the requester.
------------------------------------------------------------------------------------------------------------------------------------
198 Application 36,38 One customer has a procedure that is unique to them i.e. { * }. This is an { * }
Specific Requirements application specific program. { * } in the course of testing CICS processes,
will test their ability to bring up { * }.
------------------------------------------------------------------------------------------------------------------------------------
199 Database Production Control system monitors, using the { * } tool, monitor the health { * }
Management of { * } regions. In the event of a { * } problem, { * } notifies the
operator who then { * }.
------------------------------------------------------------------------------------------------------------------------------------
Scheule O to Services Agreement MSDW/IBM Confidential
O-27 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
200 Executing 7 An executable program called { * } is used { * }
{ * } by operations to copy members of one data
set to another data set, often at the
request of customers due to changes being
made in their processing.
------------------------------------------------------------------------------------------------------------------------------------
S20 Basic Console Basic Console Support for non-extended
Support (Irving) services for Dedicated Processing customers
------------------------------------------------------------------------------------------------------------------------------------
201 Support A PC based software program running on { * } { * }
Paging which allows Production Services at the { *
} to { * }. The file which contains the
required data to { * } is maintained on this
PC by Production Services at the { * }. A
process is currently being developed which
will keep this data file in-sync between the
{ * }.
------------------------------------------------------------------------------------------------------------------------------------
202 Tape Mount The monitoring of tape mounts which are { * New PC/New Software from { * }
Monitoring } in the { * }, and on a { * } in Production (already installed)
Services. { * } is a PC based software
program running on { * } which allows { * }
to monitor the tape mounts for all of our {
* } housed at the IDC from these isolated
workstations. { * } interfaces with the { *
} application which is installed at the
customer's host system. { * } feeds the
information to { * } where { * } sends the
tape mount request to the designated { * }
workstation.
------------------------------------------------------------------------------------------------------------------------------------
203 CSS A { * } based software program running on { current PC systems test and
Monitoring * } which allows { * } at the { * } to remediate
monitor all { * }for all of the { * } which
are housed at the { * }. This program
monitors for all { * } which require action
from IBM Production Services, Tape
Operations, or Tape Administration. If a CSS
Notify requires action, { * } to the { * }
at the { * }. In the event there are
problems with this application, { * }
monitors the { * } through { * } Menus
------------------------------------------------------------------------------------------------------------------------------------
204 Hardware This is the process of monitoring the Monitoring is from { * }
Monitoring Dedicated Processor Customer Environments
for Hardware Alerts and Outstanding Tape
Messages from the Master Consoles. This is a
manual process, so there is no Y2K Compliant
Requirement for this process.
------------------------------------------------------------------------------------------------------------------------------------
S21 Enhanced Console This service is the processes of Active
Support { * } Monitoring, Exception Alerts, Batch
Monitoring, Remote Systems Monitoring and
Support Paging. This is to actively monitor
systems for problem situations and taking
the necessary actions to resolve any
potential problems, responding to automated
exception alerts and taking the necessary
actions to resolve team, monitor the
customers applications batch schedule for
exceptions and abends, abend resolutions and
restart to normal end of job, monitor and
control a remote
------------------------------------------------------------------------------------------------------------------------------------
205 Active 20,24,36, Active System Monitoring is the process of { * }
Monitoring 38,39,46 using multiple tools to monitor the problems
and exceptions on multiple systems.
Operators have tools available that allow
them to monitor groups of systems and
individual systems in order to help them
determine and track problems as they occur.
These tools allow the operator to monitor
groups of systems, CICS regions, single
systems, and certain tools allow the
operator to issue commands to the system to
perform various
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-28 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
maintenance and performance checking routines.
------------------------------------------------------------------------------------------------------------------------------------
206 Exception Alerts 20,24,36,38,39, Exception alerts are problems or conditions on a { * }
46 computer system that an operator is made aware of in
order to take proper actions. Exception alerts can
vary in degree of severity and span many different
aspects of system operation. As an exception occurs,
an operator uses a monitoring tool that allows the
{ * } for an operator to see and take action to
resolve the exception. Such exceptions include
{ * }. An operator can then respond to this
exception by { * } in question for usage, and put
{ * } to the job requesting it if the { * } is
available. Other exceptions include { * } that
simply make the operator aware of the state of { * },
such as which { * }, { * }, and started tasks { * }.
------------------------------------------------------------------------------------------------------------------------------------
207 Exception Alerts 20,24,36,38,39, Exception alerts are problems or conditions on a { * }
46 computer system that an operator is made aware of in
order to take proper actions. Exception alerts can
vary in degree of severity and span many different
aspects of system operation. As an exception occurs,
an operator uses a monitoring tool that allows the
{ * } for an operator to see and take action to
resolve the exception. Such exceptions include
{ * }. An operator can then respond to this
exception by { * } in question for usage, and put
{ * } to the job requesting it if the { * } is
available. Other exceptions include { * } that
simply make the operator aware of the state of { * },
such as which { * }, { * }, and started tasks { * }.
------------------------------------------------------------------------------------------------------------------------------------
208 Batch Monitoring 20,24,36,38,39, Batch monitoring is the process of utilizing tools { * }
46 such as { * } to monitor jobs that are scheduled to
execute and the utilization of other tools, such as
{ * } restart which allows the operator to handle a
job that abruptly ends, which is called an abend
(abrupt end). When a job abends, the operator
utilizes his/her tools to determine what problem
caused the job to abend, then the operator attempts
to restart the job or escalate the problem.
------------------------------------------------------------------------------------------------------------------------------------
209 Remote System Monitor 20,24,36,38,39, Remote System Monitoring involves the monitoring of { * }
46 systems that are not physically located in the same
data center as the system operator. Remote System
Monitoring encompasses the processes of { * } on a
remote system and uses the same tools and courses of
action from operators as the processes it involves.
------------------------------------------------------------------------------------------------------------------------------------
210 Support Paging 20,24,36,38,39, Support paging is the process of paging a secondary { * }
46 support group that has specific expertise in a
particular area of interest for a product or problem.
The paging process involves { * }, such as { * },
which will send an alert to { * } and allow the
support group to contact { * } and help them with the
problem at hand. Examples of support groups that are
paged are an { * }, who specialize in the { * }, a
{ * } support group, who specialize in the { * }
database system, and various program product support
groups, who can help with certain aspects of a
program that are not encountered on a day to day
basis
------------------------------------------------------------------------------------------------------------------------------------
S22 System Programming Dedicated processing extended services for technical
Support support. Reactive support
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-29 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
Support in the identifed service areas.
------------------------------------------------------------------------------------------------------------------------------------
211 Performance Reports The collection and processing of { * } records to { * } converting to { * }
produce system performance report for Dedicated
Processor Extended Service customers. These basic
system performance reports are distributed to the
customer from the CSE department.
------------------------------------------------------------------------------------------------------------------------------------
212 Product Upgrades The systematic upgrade of MVS program products as { * } review and
requested by a Dedicated Processor Extended Service individual client testing
Customer. Each upgrade is performed using the { * }
upgrade process.
------------------------------------------------------------------------------------------------------------------------------------
213 Configuration Support The configuration of the IBM and OEM program products { * } review and
to the customer specifications. Once the change individual client testing
requirements have been defined, a system programmer
will access the dedicated customer LPAR and make the
requested changes
------------------------------------------------------------------------------------------------------------------------------------
214 Data/Storage Mgmt The management of the customer storage environment. { * } review and
This includes regular backup and maintenance of the individual client testing
storage management environment using IBM and OEM
storage management tools. When the environment needs
to be manipulated, the system programmer will access
the dedicated customer LPAR and make the required
changes.
------------------------------------------------------------------------------------------------------------------------------------
215 Defect Support The reactive response to IBM and OEM software defects. { * } review and
Once a defect has occurred, { * } will contact the individual client testing
{ * } and determine the appropriate corrective action.
Once the action has been determined, the system
programmer will access the dedicated customer and
correct the defect.
------------------------------------------------------------------------------------------------------------------------------------
S23 External Data/Media Provide automated tools for displaying and tracking
Support (Irving) tape mounts.
------------------------------------------------------------------------------------------------------------------------------------
216 Tape Tracking A { * } software program running on { * } which allows { * }
Production Services at the { * } to track the current
location of a customer tape which has been sent into
the { * }. A { * } is maintained for each customer,
and data is fed into the program { * } on the tape or
by a { * }. This program tracks tapes which are
in-house, sent to the vault, returned to the customer,
or other. Our process requires Tape Administration to
{ * } which we receive into the { * }Tape Library,
then to { * } which is sent out of the { * }Tape
Library. All tapes which are sent off-site requires
proper authorization per our ISO9000 processes.
------------------------------------------------------------------------------------------------------------------------------------
217 Tape Mounts The monitoring of tape mounts which are { * } in the { * }
{ * }Tape Library, and on a { * }. { * } is a { * }
software program running on { * } which allows
Production { * }Services, Tape Operations, and Tape
Administration to monitor the tape mounts for all of
our Dedicated Processor Customers housed at the { * }
from these isolated workstations. { * } interfaces
with the { * } application which is installed at the
customer's host system. { * } feeds the information
to { * } where { * } sends the tape mount request to
the designated { * } workstation.
------------------------------------------------------------------------------------------------------------------------------------
S24 External Data/Media Provide automated tools for displaying and tracking
tape mounts.
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-30 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
Support ({ * })
------------------------------------------------------------------------------------------------------------------------------------
218 Tape Mounts 65,66 Central location of tape Provide automated tools for { * }
displaying and tracking tape mounts. mounts for use
of tapes in the tape { * } library
------------------------------------------------------------------------------------------------------------------------------------
219 Tape Tracking 59,65,66 Database used to track external media movement. { * }
------------------------------------------------------------------------------------------------------------------------------------
S25 Customer Support Day to day administrative interface/project executive
Services (CSEs) for Dedicated Processing extended services customers.
Respond to daily tasks such as providing customer
support, and generating reports.
------------------------------------------------------------------------------------------------------------------------------------
220 Tape Mount Stats 65,66 Information comes from two sources ({ * }) and the { * }
reports are delivered to the customer and billing
dept.
------------------------------------------------------------------------------------------------------------------------------------
221 CICS Availability Reports Process of collecting and gathering and formatting PC software, { * }
information from { * } for customer presentations.
------------------------------------------------------------------------------------------------------------------------------------
222 Customer Performance Reports Process of formatting and delivering the data to PC software and { * }
meet customer requirements.
------------------------------------------------------------------------------------------------------------------------------------
S26 Production Control Build and maintain job scheduling, install new
programs and procedures and research analysis to
improve scheduling deficiences.
------------------------------------------------------------------------------------------------------------------------------------
223 Batch Scheduling 29a,31 The batch scheduling process involves utilizing tools { * }
{ * } to manage the batch workload. Requests are
received via { * }, the transmittal system ({ *}) and
{ * } tickets for processing. Performing scheduling
activities utilizing { * } requires updates to the
{ * } table based on request requirements. Scheduling
activities in { * } are performed by defining work
schedules based on { * }. The required calendars and
periods are defined to appropriate databases.
------------------------------------------------------------------------------------------------------------------------------------
224 Application Change Management 29a,31 Testing CLISTs used by the department and other { * }
tools such as { * }, etc. which are used to perform
daily production activities.
------------------------------------------------------------------------------------------------------------------------------------
S27 General Required External Utility power, city, water, and sewage
Services
------------------------------------------------------------------------------------------------------------------------------------
225 Facilities Power and Water :Upon further review, it has been determined that
this process is not executed by the IPS. N/A
------------------------------------------------------------------------------------------------------------------------------------
226 Hardware Planning DUPLICATE - See Equipment Install/Deinstall { * }
This is the process of installing or deinstalling (or
disco'ing) equipment in the Dallas and Irving Service
Delivery Centers. An IPSS form submitted by Hardware
Config, or the project manager or their delegate (the
project driver) starts the process. Coordination is
done with the project driver for cabling and other
requirements. Floorspace is designated and power is
provided for the equipment. Other departments or
groups are engaged to implement services to complete
the installation. For disco's the process is the
same except in reverse.
------------------------------------------------------------------------------------------------------------------------------------
227 Telephone Service DuplicateThe Voice Communication System is an Phone switch
in-house PBX telephone system that provides phone
operations for the Dallas Data Center. Requests for
new phones are sent to the lead technician. The lead
technician will build the
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-31 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
telephone dataset and ensure the telephone is
installed. For trouble, Communications hotline is
available to page the on call technician for { * }
support.
------------------------------------------------------------------------------------------------------------------------------------
228 Phonemail System 34 The Dallas Data Center Phonemail system provides { * }
phonemail services in conjunction with the in-house
PBX. This is an Internal customer process only. The
process starts with the assignment of a phone
extension to a user. The user will then be able to
store, record and and retrieve voicemail messages.
------------------------------------------------------------------------------------------------------------------------------------
229 PC Lan Support Duplicate - see PC Operating Systems Desktops/laptops
This is the process of procuring and supporting pc
hardware and software. Hardware/software is procured
for the pc for the department by PC/LAN. PCs are
received and inventoried. All new hardware procured
by Asset Management is Y2K compliant by default. (Any
current equipment that is not Y2K compliant is to be
replaced by the Dallas PC/LAN group). The NCO Y2K
build is then installed on the new pc and the machine
is configured. Any additional required software is
installed before it is installed at its final
destination. Hardware/Software problems and requests
are then handled either by the { * } or the { * }
depending on the nature of the problem/request. This
includes hardware failures, hardware upgrade
requirements, software problems, and software
requests.
------------------------------------------------------------------------------------------------------------------------------------
S28 Tape Operations Provide for scratch and specific tape mounts,
vaulting, and shipping to meet system requirements.
------------------------------------------------------------------------------------------------------------------------------------
230 Tape Mounting 65,66 Operators view mount requests displayed by { * } on { * }
the { * }. Operator will notate volser on { * } and
retrieve specified volser from { * }. Operator inserts
tape into drive specified on the { * }. Tape is
removed from the drive after use and placed in the
{ * } to be filed back into the library racks.
------------------------------------------------------------------------------------------------------------------------------------
231 Tape Filing, Pulling 65,66 The process of pulling available tapes for use as { * }
scratch in tape processing. Process begins by
producing a listing of { * } using { * } Tape Panel
functions. Using the report, { * } are pulled from
the racks by matching { * } with the { * }. The
pulled tapes are { * } which are then placed in the
designated area for the library.
------------------------------------------------------------------------------------------------------------------------------------
232 Tape Shipping 65,66 Tape shipment requests are received by the following { * } Tape panels, { * }.
methods: { * }. Operator matches the { * } with the
{ * } and pulls the tape. The tape is out coded via
{ * } panels which produces address label for
shipment. Label is affixed to the tape and the tape
is placed in a secure package. If the tape is sent
within the US, the data is keyed into the { * } to
create airbill for shipment. Airbill information is
then entered on { * } via the { * } panels for the
specified tape.
------------------------------------------------------------------------------------------------------------------------------------
233 Tape Vaulting 65,66 Process begins by producing a { * }, via { * } panels, { * } tape panels
that are designated to be { * } for a specified amount
of time. Operator matches the { * } with the { * } in
the specified library racks and pulls the tape. Once
listing has been completed
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-32 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
pulled, the tapes are { * } provided by { * }. A copy
of { * } the tapes is sent with shipment as well as a
copy of { * } to come back from the off-site vault the
{ * }. When tapes are sent back from the vault as
designated by the return listing, the operator unpacks
the boxes by matching { * } with that of the { * }.
Tapes are then filed into assigned slots for specified
library.
------------------------------------------------------------------------------------------------------------------------------------
234 Tape Verification 65,66 Two options available for verifying tapes. { * } is { * }
started via { * } console session. Tape to be verified
is mounted on drive requested by { * }. Detail is sent
to the { * } console session where the operator views
and ensures that the { * } matches that on the { * }
of the tape and/or information in the { * } database.
Second option involves the use of the { * } program.
Operator starts { * } via { * } session. Tape is
mounted on specified drive. Detail is sent to the
{ * } console session where the operator views and
ensures that the { * } matches that of the { * } the
tape and/or information in the { * } database.
----------------------------------------------------------------------------------------------------------
235 Tape Initialization 65,66 Operator affixes specific volser label to tape. Using { * }
the { * } panels, the operator designates the volser
for the system to initialize the tape with. Operator
mounts the blank tape into specified drive where
volser will be written to tape. Tape is then removed
from drive and verified for accuracy.
----------------------------------------------------------------------------------------------------------
236 Tape Retention Updates 65,66 Customer request is received via e-mail or fax. { * }
Operator logs into { * } and follows the panel driven
process to update retention field in database entry
for specified tape per request instructions.
----------------------------------------------------------------------------------------------------------
237 Tape Analyzes 65,66 Tapes are flagged for analysis info tickets cut by job { * } tape panels,
abends. Designated tapes are pulled. Operator enters { * }
{ * } via { * } and keys in required information. Tape
is mounted on specified drive. Results of analyze are
viewed through { * }. If the analyze indicates errors
on the tape, the tape will { * } if in { * }. If tape
is live, programmer will be contacted for possible
{ * }.
----------------------------------------------------------------------------------------------------------
238 Tape Measurements / Error 65,66 Tapes are flagged as having errors via several { * } tape panels,
Handling methods: { * }. Operator checks the { * } database { * }, { * },
to verify if designated tape is { * } or is { * }. windows, freelance.
Tapes that are in { * } are { * } the assigned slot.
Operator updates { * } database to put designated
volser in { * } status. Operator { * } from the old
tape and { * } to a new tape. The tape is then
initialized via the { * } panels which writes the
specified volser to the tape and adds the volser back
into the { * } database. After the tape has been
verified it is placed in the { * } for use in
processing. If a tape is { * }, the programmer or
support group will be notified so that { * }. Once
{ * } or support groups gives the ok, the tape is
replaced using the above procedures. (see related
processes for initialization and verification)
------------------------------------------------------------------------------------------------------------------------------------
S29 Application Services/Scheduling Primary function is to create { * } schedules of batch
production job streams for our clients.
------------------------------------------------------------------------------------------------------------------------------------
239 Batch Scheduling 29a,31,32 Duplicate of #223 Batch Scheduling. { * } E-mail
------------------------------------------------------------------------------------------------------------------------------------
240 DRMS Updates 29a,31 Access the { * } database to add a file that you want { * }
to back up and for what
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-33 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
duration. When a file the needs to be backed up run a
utility program to take the file and back it up to
tape for the length of time we need as backup or
contingency for off-site.
------------------------------------------------------------------------------------------------------------------------------------
241 POMS Updates 29a,31 Create a report on the { * } database. when adding a { * }
report, specify { * }. { * }when the batch job runs,
{ * } will look at the batch job by { * }. if it
matches it will capture it and put it on the { * }
database with a historical reference and keep it for a
predetermined length of time.
------------------------------------------------------------------------------------------------------------------------------------
242 SCM Installs 29a,31 A client sends down a file or files to be installed { * }
via { * }. Selecting `install' from the { * } panel
allows all the information the client has provided (if
correct) to be installed to the proper areas. For
example, clients may send down a combination of things
to be installed like { * } updates, { * } updates,
{ * } installs, { * } installs, { * } installs etc.
This can all be accomplished at one time with a { * }
install.
------------------------------------------------------------------------------------------------------------------------------------
243 Maintain CICS Authorization List When a request comes down from the client to add or { * }
delete a userid from the cics authorization list we go
in and { * } and add or delete the person from the
{ * }. Then if the operator gets a request to delete a
file or modify the cics file in any way they will see
if that person has the authority to request such an
action.
------------------------------------------------------------------------------------------------------------------------------------
244 Weekend Change Window Scheduling This file we maintain and keep it current and follow { * }
this list against our { * } that we have to change for
the maintenance window .For example if we look on the
list and the { * } normally comes down a certain time
and the maintenance window wants a different time we
take this printout and { * } for that { * } on that
sheet then go into the current plan in { * } to the
{ * } that was requested for that date.Then we pass it
onto { * }r for that { * } what was done.
------------------------------------------------------------------------------------------------------------------------------------
S30 Application Build and maintain job scheduling, install new
Services/Measurement programs and procedures and research analysis to
improve scheduling deficiences.
------------------------------------------------------------------------------------------------------------------------------------
245 Measurement Data Collection The AMT gathers detailed information necessary to { * }
create application measurement reports. These reports
are distributed to Customer Service Executives for
presentation to our customers.
------------------------------------------------------------------------------------------------------------------------------------
246 Measurement Data Preparation Build the weekly measurement package for the current Lotus Notes - Freelance
week, in FREELANCE, on either your local hard drive or - { * } - { * }
on the LAN(P) drive in the AMT_CSS. Using the
worksheet, transcribe the { * } to the FREELANCE
member. Upon completion, distribute the report by
either doing an attachment in LOTUS NOTES and sending
them to the appropriate CSS or informing the CSS that
the FREELANCE document is available on the LAN(P)
drive after it has been saved.
------------------------------------------------------------------------------------------------------------------------------------
S31 Hardware Support Services Local Data Center hardware support, including
planning, installation/deinstallation of mainframe,
telecom & PC/LAN equipment.
------------------------------------------------------------------------------------------------------------------------------------
247 Equipment Installs/Deinstalls This is the process of installing or deinstalling (or { * }
disco'ing) equipment in the { * } Service Delivery
Centers. An IPSS form submitted by Hardware Config, or
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-34 Final Execution Copy
<PAGE>
-----------------------------------------------------------------------------------------------------------------------
the project manager or their delegate (the
project driver) starts the process.
Coordination is done with the project driver
for cabling and other requirements.
Floorspace is designated and power is
provided for the equipment. Other
departments or groups are engaged to
implement services to complete the
installation. For disco's the process is the
same except in reverse.
-----------------------------------------------------------------------------------------------------------------------
248 Equipment This is the process to record and track { * }
Inventory Mainframe peripheral equipment inventory. As
part of the equipment install, { * } a
process is used to plan and place the
equipment on the datacenter floorspace. When
placed in { * }, the inventory information
is input into { * }, and is stored in the {
* } database.
-----------------------------------------------------------------------------------------------------------------------
249 CAD / { * } { * } is the CAD system used to support the { * }
Support Equipment Install/Deinstall, Inventory, and
Facility Resource Planning processes.
-----------------------------------------------------------------------------------------------------------------------
250 Facility This is the process used to plan and track { * }
Resource Planning floorspace square footage. { * } is used to
track the floorspace used by different
categories of equipment and general
facilities usage. Areas are set up in { * }
that facilitate the reporting of the { * }
such that totals for the { * } can be
produced across all the floors of the
datacenter.
-----------------------------------------------------------------------------------------------------------------------
251 Voice The Voice Communication System is an Nortel Voice Switch
Communications in-house PBX telephone system that provides
System phone operations for the { * } Data Center.
Requests for new phones are sent to the lead
technician. The lead technician will build
the telephone dataset and ensure the
telephone is installed. For trouble,
Communications hotline is available to page
the on call technician for { * } support.
-----------------------------------------------------------------------------------------------------------------------
252 Phonemail Duplicate - same as Phonemail Services above Octel Voicemail System
System
-----------------------------------------------------------------------------------------------------------------------
253 Circuit This is now managed by AT&T. IBM's { * } Test Set
Testing responsibility is providing access and
escorting the technician to the premises
-----------------------------------------------------------------------------------------------------------------------
254 Circuit This is now owned by AT&T. IBM is { * } CO equipment
backup and responsible for first level problem
recovery determination by assisting with the reset of
network equipment. If second level
escalation is required, AT&T will dispatch a
technician to restore the failing circuit or
network component.
-----------------------------------------------------------------------------------------------------------------------
255 Equipment This is the process of installing or { * }
Installs/Deinstalls deinstalling (or disco'ing) equipment in the
{ * } Service Delivery Centers. An IPSS form
submitted by Hardware Config, or the project
manager or their delegate (the project
driver) starts the process. Coordination is
done with the project driver for cabling and
other requirements. Floorspace is designated
and power is provided for the equipment.
Other departments or groups are engaged to
implement services to complete the
installation. For disco's the process is the
same except in reverse
-----------------------------------------------------------------------------------------------------------------------
256 Commercial LAN This is the process of utilizing the local Bridges/{ * }
Access area network for accessing LAN and Host
resources. { * } servers are just a few of
the hardware resources used in support of
this process.
-----------------------------------------------------------------------------------------------------------------------
257 Host Access This process starts with the assignment of a { * }
desktop or laptop. The user is then
-----------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-35 Final Execution Copy
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
provided a user id for both the LAN and HOST
systems. The user ID provides the staff
person access to various drives, printers
and other resources and applications. This
is an internal customer process only.
------------------------------------------------------------------------------------------------------------------------------------
258 PC Hardware DUPLICATE - SEE PC OPERATING SYS BUILDS Desktops/laptops
Builds
------------------------------------------------------------------------------------------------------------------------------------
259 PC Operating This is the process of procuring and { * } Direct Attach Cables
System Builds supporting pc hardware and software.
Hardware/software is procured for the pc for
the department by PC/ LAN. PCs are received
and inventoried. All new hardware procured
by Asset Management is Y2K compliant by
default. (Any current equipment that is not
Y2K compliant is to be replaced by the
Dallas PC/LAN group).The NCO Y2K build is
then installed on the new pc and the machine
is configured. Any additional required
software is installed before it is installed
at its final destination. Hardware/ Software
problems and requests are then handled
either by the { * } or the local Dallas
PC/LAN group depending on the nature of the
problem/request. This includes hardware
failures, hardware upgrade requirements,
software problems, and software requests.
------------------------------------------------------------------------------------------------------------------------------------
260 System This is the process of procuring and PC
Monitor / supporting pc hardware and software for the
Automation purpose of monitoring system applications
and hardware platforms. Hardware/software is
procured for the pc for the department by
PC/LAN. PCs are received and inventoried.
All new hardware procured by Asset
Management is Y2K compliant by default. (Any
current equipment that is not Y2K compliant
is to be replaced by the Dallas PC/LAN
group).The NCO Y2K build is then installed
on the new pc and the machine is configured.
Any additional required software is
installed before it is installed at its
final destination.
------------------------------------------------------------------------------------------------------------------------------------
261 FAX This is the process of transmitting and FAX machines, FAX software
receiving facsimile copies. This process
starts with a request from a customer via a
fax. The request is then logged for action
and follow-up. The process is closed out
after the request is executed and the
customer has acknowledged receipt of the
final product.
------------------------------------------------------------------------------------------------------------------------------------
262 LAN Access Duplicate of Lan/Host Access Bridges, CAU's, Routers
------------------------------------------------------------------------------------------------------------------------------------
263 LAN Printing LAN Printing is setup through Premise Printers
Computing. They distribute and support all
Print Servers currently in place. This
process will be moving by the end of the
year and will be handled by the NCO group.
------------------------------------------------------------------------------------------------------------------------------------
264 Tape 65 This is the process of procuring and { * } software
Tracking/Scanning supporting pc hardware and software for the
purpose of Tracking/Scanning tapes.
Hardware/software is procured for the pc for
the department by PC/LAN. PCs are received
and inventoried. The NCO Y2K build is then
installed on the new pc and the machine is
configured. Any additional required software
is installed before it is placed at its
final destination.
------------------------------------------------------------------------------------------------------------------------------------
265 Procurement This is the process for ordering software, { * } process
hardware and misc. supplies in order for the
Hardware Support department to support its
customers. The process
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-36 Final Execution Copy
<PAGE>
starts with a request by a customer. The buyer in the hardware support
department will order items as required via the { * } system.
------------------------------------------------------------------------------------------------------------------------------------
S32 Production Support Provide local enhanced technical, application and output services.
------------------------------------------------------------------------------------------------------------------------------------
266 New Customer Boarding All New Ded-Proc (dedicated processor) Customers that are monitored for BATCH { * }
or CONSOLE by Dallas go through a boarding process. The request is received
through ({ * }). A meeting will be scheduled Via ({ * }) to start the process.
A { * } plan is created, our department will use this plan to schedule and
maintain our ON-TIME delivery commitment to the customer. We use ({ * } and
the { * }) applications to verify or log issues with our New customer. { * }
is used to contact personnel within IBM and or AT&T to coordinate the boarding
process.
------------------------------------------------------------------------------------------------------------------------------------
267 { * } Change Coordination 34 The Change management process for the Dallas and Irving Data Centers entails { * }
review of all change activities/records that are recorded in the { * } system.
The requests come in from internal(support groups) and external (customers)
are reviewed for implementation by both the Change management group and
operations before final approval is given. There are 2 review meeting and a
final change review on Friday. If the change is not approved or fails, customer
is notified and the change activity would have to be rescheduled. All change
records are closed and are kept in the { * } data base.
------------------------------------------------------------------------------------------------------------------------------------
268 Local Support for 65,66 The process of receiving, tracking and following through closure the internal { * }
Production Services and external customer requests into the Production Support Organization. The
request is received by the Production Support group via ({ * }). A determination
is then made if the request falls within the scope of the Production Support
Organization. Research must be done to determine ownership of the request ({ * })
are all used to accomplish the task. If the request does not fall within our
control the requester is notified via ({ * }). If the request does fall within
the scope of our department the same tools are used to resolve the issue. The
request is then marked complete in the
------------------------------------------------------------------------------------------------------------------------------------
269 Turnover Support A request is received via e-mail ({ * }) of a turnover issue. The turnover { * }
report is created with a REXX program and is maintained by our department. Any
changes to the report are made via ({ * }). On completion of any change to the
turnover report, notification is sent to the requester via e-mail ({ * }).
------------------------------------------------------------------------------------------------------------------------------------
270 Custom Print Application 44 The process of receiving, tracking and following through closure the internal { * }
Development and external customer requests into the Production Support Output Organization.
The request is received by the Production Support Output group via e-mail
({ * }).The request may come in the form of an attachment using (MICROSOFT
PROJECT, WORD or EXCEL). A determination is then made if the request falls within
the scope of the Production Support Output Organization. If not the requester is
notified via e-mail ({ * }). If the request
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
Final Execution Copy
O-37
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
does fall within the scope of our department
the following set of tools/applications can be
used to accomplish the request ({ * }). The
request is then marked complete in the
database once it has been satisfied
------------------------------------------------------------------------------------------------------------------------------------
271 Custom Stmt/Letter Design The process of receiving, tracking and { * }
following through closure the internal and
external customer requests into the Production
Support Output Organization. The request is
received by the Production Support Output
group via e-mail ({ * }). The request may come
in the form of an attachment using ({ * }). A
determination is then made if the request
falls within the scope of the Production
Support Output Organization. If not the
requester is notified via e-mail ({ * }). If
the request does fall within the scope of our
department the following set of
tools/applications can be used to accomplish
the request ({ * }). The request is then
marked complete in the database once it has
been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
272 Production Services Training All employees need training, to keep current { * }
skill levels up to date. Classes { * } are
available through use of ({ * }) to enroll.
Some of the internal applications we use on a
day to day basis change or are upgraded ({ * }
system). We receive a notification via e-mail
({ * }) of such a change or upgrade.
------------------------------------------------------------------------------------------------------------------------------------
273 Automated Tools Support For 48,52 The Output Support group uses a variety of { * }
Output Svs. Tools to Test and or Implement an Application
used in any Platform product. Any output
documentation will be processed in the same
method. The following is a list of all Tools
used to incorporate any Output activity: ({ *
}). The results of such testing can be found
in MICROSOFT PROJECT, WORD, and EXCEL. The
Process to notify of the results can be via
e-mail ({ * }). The results are then logged in
a { * } database.
------------------------------------------------------------------------------------------------------------------------------------
274 Technology/Process Transition All New Technology should be tested on a LAB { * }
SYSTEM prior to a production host or
application. When New Technology (new version
of { * }) are introduced to the operations
environment the Production Support group is
responsible to document the change via e-mail
({ * }). The New Technology should be
implemented with a change activity in { * }.
If the New Technology is successful the
activity in { * } is closed. If not, the
activity is written up in turnover via ({ * }).
Management is notified via ({ * }) and may
be flagged ({ * }) for all of operations to
view. New Technologies/ Processes are listed
on the WEBBROWSER and or a MICROSOFT PROJECT,
this is available to all IBM personnel.
------------------------------------------------------------------------------------------------------------------------------------
S33 Customer Support Liaison between the IPS Organization and its
customers regarding to any Service Delivery
issues.
------------------------------------------------------------------------------------------------------------------------------------
275 Customer Support Request 34 The process of receiving, tracking and { * }
Handling following through closure the internal and
external customer requests into the Customer
Support Organization. The request is received
by the Customer Support Exec (CSE) via either
an { * }. A determination is then made by the
CSE as to if the request falls within the
scope
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-38 Final Execution Copy
<PAGE>
of the Information Processing Systems and Services (IPSS) organization. If not,
the requester is informed { * }. If so, the request is { * } into a { * }
database for { * }. The CSE then invokes the appropriate resources within the
IPSS organization to ensure the appropriate resolution / implementation steps
are developed. The resolution or implementation steps are then fed back to the
customer. The request is then marked closed in the database once it has been
satisfied.
------------------------------------------------------------------------------------------------------------------------------------
276 Report / Measurement 19,47,51 The gathering of supporting data, inputting into a report format and the { * }
Generation distribution of { * } reports to customers as required. A mutually agreed to
set of reports and measurements are provided to our customers by the Customer
Support Exec (CSE) on mutually agreed to frequencies. The underlying data for
these reports / measurements are obtained from multiple sources such as { * }
job output, { * } Tickets, { * } This data is then compiled, analyzed and
formatted, using such tools { * }, into the appropriate Report / Measurement
format. Finally, the finished Reports / Measurements are distributed to the
customer via e-mail (Lotus Notes) or in hard copy format, as required.
------------------------------------------------------------------------------------------------------------------------------------
277 RCA Review / Distribution 51 Obtaining RCA's from the owning group(s), reviewing for input and accuracy and { * }
distributing as appropriate. For IBM caused event(s) that occur in the Data
Center, resulting in significant (wide-spread) customer impact, a formal Root
Cause Analysis (RCA) or Postmortem is published by the Customer Support Exec
(CSE). The initial RCA is created by operations in { * }. The CSE reviews
the RCA for { * }, obtains { * }, if required, and ensures that the proper
{ * } and { * } have been identified and assigned. The RCA is then distributed
to the customer via e-mail (Lotus Notes).
------------------------------------------------------------------------------------------------------------------------------------
278 Dean Witter Critical 51 This process has been combined with Report/ Measurement Generation process { * }
Incidents above.
------------------------------------------------------------------------------------------------------------------------------------
279 Meeting Chairing / 51 Hosting / Participating in defined customer and internal meetings, { * }
Participation producing/distributing minutes as is appropriate. The Customer Support Exec
(CSE) chairs regularly scheduled customer status meetings, producing minutes
where required. These minutes are distributed via e-mail (Lotus Notes) and are
retained either in Lotus Notes or on the department LAN drive. The CSE also
chairs both customer and internal "as required" planning and working
meetings. The CSE participates in various regularly scheduled internal
meetings, such as { * }. All of these meetings are either attended in person,
via the telephone or using a conference bridge.
------------------------------------------------------------------------------------------------------------------------------------
S34 Production Control Maintaining local data center documentation in support of the production control
service.
------------------------------------------------------------------------------------------------------------------------------------
280 Data Center Documentation The process of receiving, tracking and following through closure the internal { * }
and external documentation update requests into the Customer Support
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
Final Execution Copy
O-39
<PAGE>
------------------------------------------------------------------------------------------------------------------------------------
Organization. The request is received via
the Production Support Dallas Lotus Notes
ID. A determination is then made as to if
the request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into an e-mail
database { * } for tracking purposes. The
master copy of the document is then updated
on VM, using { * }. Once the document has
been updated, it is sent to { * } for
approval. Once approval has been received,
the new version of the document is loaded
to { * }, and distributed and necessary.
The request is then marked closed in the
database once it has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
S35 Tape Management Maintaining local data center documentation
in support of the tape management service.
------------------------------------------------------------------------------------------------------------------------------------
281 Data Center Documentation The process of receiving, tracking and { * }
following through closure the internal and
external documentation update requests into
the Customer Support Organization. The
request is received via the Production
Support Dallas mailbox Lotus Notes ID. A
determination is then made as to if the
request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into an e-mail
{ * } for tracking purposes. The master
copy of the document is then updated on VM,
using Once the document has been updated,
it is sent to { * } for approval. Once
approval has been received, the new version
of the document is loaded to { * }, and
distributed and necessary. The request is
then marked closed in the database once it
has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
S36 Dedicated Processing Maintaining local data center documentation
in support of the dedicated process
service.
------------------------------------------------------------------------------------------------------------------------------------
282 Data Center Documentation The process of receiving, tracking and { * }
following through closure the internal and
external documentation update requests into
the Customer Support Organization. The
request is received via the Production
Support Dallas Lotus Notes ID. A
determination is then made as to if the
request falls within the scope of the
Customer Support department. If not, the
requester is informed and the process ends.
If so, the request is logged into a e-mail
database { * } for tracking purposes. The
master copy of the document is then updated
on VM, using { * }. Once the document has
been updated, it is sent to { * } for
approval. Once approval has been received,
the new version of the document is loaded
to { * }, and distributed and necessary.
The request is then marked closed in the
database once it has been satisfied.
------------------------------------------------------------------------------------------------------------------------------------
283 DR Support For Dedicated The Contingency Support Exec (CSE) will { * } Contingency Requests
Processing provide planning, documentation, { * }, Lotus Freelance,
coordination and test support. Each { * }, MS Word
customer has a different level of support
depending on the provisions that was
agreed to in their dedicated
processor contract. The CSE will
coordinate with the IBM support groups the
creation of
------------------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-40 Final Execution Copy
<PAGE>
----------------------------------------------------------------------------------------------------------------------------------
the recovery plans for the host platform, tape
shipment and IBM network attachments to the
customer host, as well work with the customer
support group with the application data recovery
plans. The CSE will { * }, will { * } and provide
them to the customer via e-mail, fax or mail. All
new customer projects, test schedules and results
are located in a e-mail database { * }.
----------------------------------------------------------------------------------------------------------------------------------
S37 Contingency Local Data Center support of the overall IPS
Contingency Service owned by the CPADMIN group
----------------------------------------------------------------------------------------------------------------------------------
284 Local Contingency Support 85,86,89 The local coordination of all internal contingency { * } Contingency Requests { * }
tests in conjunction with the CPADMIN group. The
request are received by the Contingency Support Exec
(CSE) via e-mail and meetings. The local contingency
coordinator will the ensure all sync day processing
is scheduled to create the tape pullist used for
shipping of the contingency files to appropriate
contingency site. The coordinator will also ensure
that production services has all the needed
documentation for the contingency test. The local
coordinator will then report through e-mail,
telephone or meeting all completed tasks and problems
to CPADMIN.
-------------------------------------------------------------------------------------------------------------------------
Schedule O to Services Agreement MSDW/IBM Confidential
O-41 Final Execution Copy