Hire Purchase System (HPS) Problem Management

Classification

Version: 1.0
Issue Date: 13/10/2015

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Document
Ref
Document
Title
Effective
Date
Originator

15/10/2015

IT-HPS-001
Hire Purchase System (HPS) Problem Management
Classification
Operating Guideline

Document
Type

Mohamad Azwardi
Ismail

Revision History
Date
13/10/2015

Versio
n
New

Description
Initial procedure
documentation

Author
Mohamad Azwardi
Ismail

Reviewers
Approver Name

Department/Role

Zuraida Mansor

Unit Head, MSS,Core

Banking, LOS
Head, Auto Finance
Service

Mohamed Shamsul
Azhar

Signature

Date

Approvals
Approver Name

Department/Role

Beh Lee Leng

Head, MSS, Core

Banking, Malaysia
Head, Auto Finance
Service

Terry Lim

Signature

Date

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Document
Title
Effective
Date
Originator

1.0

2.0

15/10/2015

Document
Type

IT-HPS-001
Hire Purchase System (HPS) Problem Management
Classification
Operating Guideline

Mohamad Azwardi
Ismail

Introduction
The purpose of this document is to provide a guideline of Hire Purchase
System (HPS) in relation to Problem Classification for the Incident
Management Categorization and Prioritization.
HPS Service Desk Scripts

1 Knowledge Based
I.
KTZ: 46390 - Maybank - Hire Purchase System (HPS) - ID
Management
II.
KTZ: 47788 - Maybank Malaysia - Hire Purchase System (HPS) Support Information
III.
KTZ: 61505 - Maybank Malaysia - Hire Purchase System (HPS) User Guideline For Slow Response Time
IV.
KTZ: 61510 - Maybank Malaysia - Hire Purchase System (HPS) User Guideline For Unable to access HPS Via Mobile
V.
KTZ: 61814 Frequent ask question
VI.
KTZ: 71959 - To Add HPS Mobile Icon
3.0

Business Impact Analysis (BIA)

HPS is categorized as Required system criticality in BIA (refer to BIA
endorsed)

4.0

Problem Classification

2 Main Components
No
Components
1
2
3
4
5
6

Server down ( Web/Workflow/Data Base)

Data Center down
Network Issues
Sites or Auto Finance center down
FileNet down (routing)
Database down / error

Problem
Classification
Severity 1
Severity 1
Severity 1
Severity 2
Severity 1
Severity 1

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Title
Effective
Date
Originator

15/10/2015

CCRIS down
GCIF down /issue
OCISS down / issue
Facility down / issue
GEMS down / issue
FIS down / Issue
SCORECARD / BLAZE down
Connected Party (CPA)
FATCA
Disbursement (HP MARS)

4 System Performance
No
Integrations
1
2
3
4

Hire Purchase System (HPS) Problem Management

Classification
Operating Guideline

Mohamad Azwardi
Ismail

3 Systems Integration
No
Integrations
1
2
3
4
4
5
6
7
8
9

Document
Type

IT-HPS-001

Overall system slow

Components Slow
Routing slow
Functional / screen errors

Problem
Classification
Severity 1
Severity 1
Severity 1
Severity 1
Severity 2
Severity 2
Severity 2
Severity 2
Severity 2
Severity 1

Problem
Classification
Severity 2
Severity 3
Severity 3
Severity 4

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Document
Title
Effective
Date
Originator

5.0

15/10/2015

Document
Type

IT-HPS-001
Hire Purchase System (HPS) Problem Management
Classification
Operating Guideline

Mohamad Azwardi
Ismail

Severity Effort Guideline

Below is the guideline on the effort put in on service restoration of any
service based on severity

SEVERI
IMPACT
TY

EXPECTED RESPONSE

Resolution TAT
4 hours

MAJOR

MODERA
TE

All parties including vendors are expected

to work continuously (including nights and
weekends) until the incident is resolved.
an immense effort required to resume the
service with any available workaround

8 hours

2 Days

Work is expected to continue on a

workday basis until a more permanent
MINIMAL
solution is in place. After hours: Escalate
during business hours, next working day

Ref.

Document
Ref
Document
Title
Effective
Date
Originator

15/10/2015

Document
Type

IT-HPS-001
Hire Purchase System (HPS) Problem Management
Classification
Operating Guideline

Mohamad Azwardi
Ismail

LOW

Resolution is worked into a planned

project and schedule

Best Effort