Mphasis

START

CBRE

Analysis
Ticket received from Service Now

Data Fix

Basic Analysis

Basic Analysis

S
E
R
V
I
C
E
N
O
W

Need
reschedule
?

Basic Analysis

Basic Analysis

More Info
Required?

Check in ORACLE
for solution

Change status to
Pending User

Notify admin to
execute Script in
MGR/UAT

Raise SR with
ORACLE

Request created to give

estimate for fix

Code Change

Prepare Script

Give the possible

solution

Enhancement

Incident/ Maintenance

Defect

Job Abend

Give LOA for fix

Approval by governance
team

Enhancement created on
behalf of the request

Start Coding

Perform Unit
Testing

Check for POC

and work on it

Unit Testing Passed

Get more information from

BSA

Y
Create incident for
PSJOBS login

Y
Create TDD, TWT, Unit Test result
document and migration Plan

Need
reschedule
?

N
Create STAT CSR number

Assign CSR to a resource for technical

review of the documents

Prepare RCA
document and upload
in sharepoibt

Migrate CSR to TST and notify BSA for

testing

Notify BSA for User testing

Approved by BSA

Y
Move to Production

Notify BSA for testing and change service

now status to Pending User

Approved by BSA

Y
Create KEDB and Change the ticket
status to Resolved

Notify admin to migrate CSR to UAT

S
E
R
V
I
C
E
N
O
W