(SOP) Standard Operating Procedure (SOP) is a part of the AMS Cubes tools platform. The tool serves as a framework/repository for creating and maintaining the critical documents for your operations. The tool aims to centralize all the documents at one place, for quick reference and easy retrieval. Apart from SOPs, Route cause analysis (RCAs), Known error database (KEDB) and Release Management Control Board (RMCB) records are also stored in this repository. SOP’s are the policies, procedure or standards used for reference in application support and maintenance, marketing, and administration disciplines within your business. When an incident or a service request raised by user occurs repeatedly, the maintenance solution for the same is recorded as a SOP. This true for RCAs as well where the SOP is maintained for an RCA call, for solving the future occurrences of similar issues. SOP provides: Standard quality maintenance for your business Convenience in accessing SOPs – quicker and easier Graphical representation on review procedures Easier to get updates on review Quality assurance and elimination of overheads Hardware/Software Requirement System Desktop Machine Minimum Memory RAM: 4GB; HDD: 500GB Operating System Windows Server 2008 R2 Standard 64-bit and above IIS IIS 7 and above Framework .NET Framework 4, OpenXML 2.5, Enterprise Library 5.0 Explorer IE 9 and above Database Oracle 10g (OR) SQL Server 2008 database and above Content Management Server Access to moss.techmahinda.com or SharePoint Foundation Server 2010 with SQL Server SOP The following are the basic elements in the SOP tool: SOP – Standard Operating Procedures (SOP) are used as the standard procedures for various AMS operations. RCA – Route Cause Analysis (RCA) for an incident/issue is recorded here. It can be linked with a corresponding SOP. KEDB – Known Error Database (KEDB) contains the information about known and repeated errors/issues. They are also linked to the corresponding SOPs and RCAs associated with the error/issue. RMCB – Release Management Control Board (RMCB) documents refers to the process checklist or questionnaire that must be filled by application managers and approved by senior management, prior to deployment.
Figure 44: Edit RMCB page Provide relevant information in the fields provided. Once completed, on Finish. The RMCB is now submitted for approval with new information. To search and view a RMCB: In the RMCB page, user has two search options – a simple search and the advanced search. For the simple search, the user can enter the RCA Doc Id or Doc description in the text box provided, and search results will be displayed in the table below. For a detailed search, click on the Advanced Search option (Figure 40). The Advanced Search RMCB criteria are displayed. Figure 46: Advanced Search RMCB Select the relevant search parameters, and click on Search. The corresponding RMCBs matching the search criteria are displayed. View created documents In the SOP User Dashboard (see Figure 15), click on the My List option on the side menu. The My List page is displayed with all the documents created. Figure 48: My List page Select the desired Document type and Application from the dropdown list to view all the documents of the selected type, created by the user. Figure 49: My List page (SOP) Click on the Doc ID of the desired document to view the details.