Sl. No.

Proposed Tasks/Activities

By L2 Team

By Customer

Deliverables & Sample Templates

Functional:

1

Check Configuration

Configuration Testing Doc

2

Review the Configuration

Configuration Review

3

Document the Settings

Approved Configuration Docs

Problem Analysis:

4

Study Typical Issue list

Get a feel for problems

5

Talk to Users/SMEs and check out sample solution workarounds/fixes

List of Solution possibilities and Case dB enlisting

6

Get Approval/Test for completion

Approval Doc

Problem Resolution:

7

Recommend alternatives or fix bug

Issue analysis document

8

Make the Fix

List of Solution possibilities and Case dB enlisting

9

Verify and Validate Fix

Validate Fixes

10

Check with Users and capture results

Document solution and results

11

Get Approval

Approval Doc

Other issues:

12

Analyze the Interface issues & Data related errors

Issue analysis document

13

Make the desired changes

List of Solution possibilities and Case dB enlisting

14

Verify and Validate the change

Validate Fixes

15

Check with Users and capture results

Document solution and results

16

Get Approval

Approval Doc

Issue Closure:

17

Check Output with Users

User Confirmation―Doc/E-MAIL

18

Document Results

Unit Testing Results

19

Describe Problem and Solution with Users’ comments

Respective Document & Case dB enlisting

20

Collect Performance data

User Confirmation/Print outs

21

Collate Issue Logs & Tickets closed

Ticket Logs

22

Submit Closure Report

Periodic Reports

Monitoring:

23

Monitoring Scheduled Jobs

Job failure notifications