Quickbyte about MSD Focus groups and interviews IT

Quickbyte about MSD Focus groups and interviews IT clinic How-To session Shadowing business functions Local IT shadowing Business partnership and local IT teams collaboration

Development teams Deployment teams Application support teams Infrastructure support teams Expert centers

One stop shop providing easy self-help solutions/trainings, simpler and more efficient req uests w ww. servicedesk. mars. com Major issues Im mediate response req uired *299 ог external number availa bl e on www. servicedesk. mars. com Easy to get help Quick answers for how-to questions Quick supports for non-critical issues Mars Service Desk 1 and 2 Non-critical requests/issues ma rs. service. desk @effem. com

1 st Level 2 nd Level 3 d Level. App Support WWY Mars Service Desk Security team SRC Site teams Expert centers Vendors

— Prevents many customers from performing their job (country) — Service degraded and workaround is not availa bl e — Prevents single customer from doing his/her job — Prevents single customer from using non critical applications and systems 4 BUSINESS HOURS 24 BUSINESS HOURS (excluding weekends) 5 BUSINESS DAYS 20 BUSINESS DAYS- Affects Core Business Processes — Prevents many customers from performing their job (g lobal, region al) — Introduce immediate Healthy, Safety, Security risks

Ena bling services — Local Агеа Networks — Wide Агеа Networks (internet access) — VPN (Pulse Secure) — Directory services — account management — Windows/Unix servers (platform for applications) Personal Computing Services — Account provisioning and managment — РС provisionning (РС accessories provisionning ) — Printing service — Network/Shared Drives service — E-mail and lnstant Messaging services — Desktop Services (Windows 7; 10) — SCCM service ( appl i cation delivery) — Backup service For detailed request catalog, please refer to www. servicedesk. ma rs. com Collaboration Services — Audio/Video Conferencing — Business Partner Connectivity — Магs Anywhere ( Pulse Secure) — Moblle service (Согрогаtе Email and Магs Apps) — Site IP Telephony — Web Collaboration Services (Sharepoint) Global Applications Support (only installation and issues) — Office applications — Lotus Notes — lnternet Ехрlогег — Windows standard apps — Citrix — SAP(application functioning) — Symantec + several local applications (WERA)

SAP Key Users: Application functional questions ( ех: SAP AEP How to) , access request Lotus Notes Knowledge Managers ( ог notes. support@effem. com) F ог LN database functional issues/questions. Office Services scope Color printing Sim Card provisioning. Other IT teams Business Partners/Site Owners — Main Point of Contact fог customers if а n у feedbacks regarding I Т support. New Business Requirements ( projects/enhancements). New tool implementation, process lmprovements.

Constant Call Monitoring Proactive Pro bl em Management CIP Mars SD Survey CIP Mars IS Survey Mars IS Roadshow

Ekaterina Kuznetsova MSD Manager. Ilya Ilyin MSD Manager Laura Kovalskaya MSD Managers German Team Anna Andryushova Anna Plokhikh Dina Abdulina Oksana Sortik. SD Leads Veronika Konovalova. Daria Gorelik Ruslan Fedotov Tatiana Lebedeva Alina Malashina Nadezhda Komarova Victoria Vasilyeva. French team Nikita Paramonov Ivan Chebotarev Ekaterina Puchkova. Anton Aseev Elena Kuraeva. Roman Domanin. English Team. Timur Kapitonov Taras Melnik. Our Faces

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