00 AVM SBU Induction Manual

• Preface
• About this Manual
• Abbreviations
• 1. AVM Essentials
  • 1.1 Organization Structure of AVM
  • 1.2 AVM SBU Objectives
    • 1.2.1 AVM SBU Operating Model (Before/After)
• 2. Different Tracks in AVM SBU
  • 2.1 Tools Development Track
  • 2.2 Analytics Track
  • 2.3 Operations Track
    • 2.3.1 Associate Movement
    • 2.3.2 Evangelize and Training
    • 2.3.3 Project ESA Tagging
    • 2.3.4 Moving into Service based delivery
    • 2.3.5 Baseline and Goal Setting
    • 2.3.6 As-is Assessment
    • 2.3.7 CSI/Transformation Kick-Off
    • 2.3.8 Customer Messaging
  • 2.4 AVM SBU Implementation Track
• 3. Our focus areas in Application Management Services
• 4. AVM Industrialization
• 5. Levels of Engagement
• 6. Different Levels of Support (L1/L2/L3/L4) in Application Management
• 7. ITIL Demystified
• 8. Mandatory Boot Camp and Trainings
• 9. Key Portals in AVM and Referral
  • 9.1 Key Portals in AVM
  • 9.2 Referral
• Appendix
• ITIL Glossary – Commonly used terms