Wells Fargo Services

International
Business Machines 1Q 2005 Scorecard

Scorecard name: Miscellaneous appendices
test
Description: This scorecard is created in
order to test miscellaneous appendices. In particular
AppxMiscVendorSubmitted.ascx and AppxMiscWFSubmitted.ascx
controls
Strategy: Test new

Weight

Grade

YTD Grade

Objective 1: Contract Management
Provide
accurate and timely billing and/or resolution of errors based on
negotiated contract(s)

a. Miscellaneous – Vendor Submitted

Appendix: Generic

30%

3.00

Appendix: Miscellaneous - Vendor
Submitted

70%

3.37

60%

3.18

b. Miscellaneous – WF Submitted

Appendix: Generic

45%

5.00

Appendix: Miscellaneous – WF
Submitted

55%

2.50

40%

3.63

80%

B

3.36

B

3.36

Objective 2: Futures and Strategies
Partner
with WFSC to improve performance, processes and service through projects
and solutions targeted specifically for Wells Fargo. Understand the lines
of business that are supported and their changing environment

a. Project Support

Appendix: Hardware Availability
Summary

2%

100.00

Appendix: Hardware Availability
Detail

2%

0

Appendix: Communication Proactive

2%

3.00

Appendix: Single Points of Failure
Notification

2%

2.67

Appendix: Generic

2%

3.00

Appendix: Data Security Incidents

4%

555.00

Appendix: Service Level Objectives

5%

3.00

Appendix: TAC Support

5%

5.00

Appendix: Service Availability:
Voice

5%

0

Appendix: Service Availability:
Data

5%

10.00

Appendix: Service Availability:
SHNA

5%

5.00

Appendix: Hardware Failure
Replacement

5%

5.00

Appendix: Data Integration

5%

5.00

Appendix: RMA

5%

5.00

Appendix: Hardware Procurement and
Delivery

5%

5.00

Appendix: Mean Time to Repair

5%

5.00

Appendix: Software Issues

5%

0

Appendix: Data Center Facility
Management

5%

5.00

Appendix: Project Support

5%

2.04

Appendix: Business Impact –
Unplanned Outages

5%

0

Appendix: Communication Ongoing

5%

5.00

Appendix: Customer Survey

5%

5.00

Appendix: Miscellaneous - Vendor
Submitted

1%

3.01

Appendix: Miscellaneous – WF
Submitted

1%

1.60

Appendix: Scheduled and Emergency
Changes

1%

77.20

Appendix: Contract Management

1%

13.75

Appendix: Balance of Trade

1%

5.00

Appendix: Offshore Provider

1%

5.00

100%

4.38

20%

A

4.38

A

4.38

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

3.56

B

3.56

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Appendix: Generic

Generic Appendix
(used for current or future appendices that are not current in scope for
the online scorecard project)

Comments:

comment1

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.00 - 5.00

B

Satisfactory

3.00 - 3.99

C

Unsatisfactory -
need improvement

2.00 - 2.99

D

Unsatisfactory -
monitor

1.00 - 1.99

F

Unsatisfactory -
critical

0 -
0.99

B

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Appendix: Miscellaneous -
Vendor Submitted

Miscellaneous -
Vendor Submitted (any service or product not identified in other
appendices)

Name:

1

Type of Support:

2

WF Unit:

3

Vendor Reps:

4

Date Initiated:

5

Date Resolved:

6

WF Sponsor:

7

WF Attendees:

8

Description:

9

Resolution:

10

Agreed to Benefits:

11

Comments:

12

Grade value:

3.44

Name:

2

Type of Support:

WF Unit:

Vendor Reps:

Date Initiated:

Date Resolved:

WF Sponsor:

WF Attendees:

Description:

Resolution:

Agreed to Benefits:

Comments:

Grade value:

2.22

Name:

2

Type of Support:

WF Unit:

Vendor Reps:

Date Initiated:

Date Resolved:

WF Sponsor:

WF Attendees:

Description:

Resolution:

Agreed to Benefits:

Comments:

Grade value:

4.44

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

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Appendix: Generic

Generic Appendix
(used for current or future appendices that are not current in scope for
the online scorecard project)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.00 - 5.00

B

Satisfactory

3.00 - 3.99

C

Unsatisfactory -
need improvement

2.00 - 2.99

D

Unsatisfactory -
monitor

1.00 - 1.99

F

Unsatisfactory -
critical

0 -
0.99

A

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Appendix: Miscellaneous –
WF Submitted

Miscellaneous – WF
Submitted (any service or product not identified in other appendices or
issue that needs more identification in the scorecard)

Name:

1

Summary of situation:

3

WFSC Involvement:

4

Vendor Involvment:

5

Recommended Resolution:

6

Date Resolved:

7

Wells Fargo Comments:

8

Grade value:

1.00

Name:

2

Summary of situation:

WFSC Involvement:

Vendor Involvment:

Recommended Resolution:

Date Resolved:

Wells Fargo Comments:

Grade value:

4.00

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

C

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Appendix: Hardware
Availability Summary

Hardware Availability
Performance (Enterprise Level Summary) Hardware Availability Performance
of Devices used in environment

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

99.00 - 100.00

B

Satisfactory

97.00 -
98.90

A

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Appendix: Hardware
Availability Detail

Hardware
Availability Performance (Site Level Detail) Hardware Devices used in
environment

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

0 - 49.00

B

Satisfactory

50.00 - 100.00

C

Unsatisfactory -
need improvement

101.00 - 140.00

D

Unsatisfactory -
monitor

141.00 - 200.00

F

Unsatisfactory -
critical

201.00 -
1000.00

A

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Appendix: Communication
Proactive

Communication
Proactive

Device Upgrades Communicated in the Past Quarter

Data Center

Device Model and SN

Open Systems or MVS

Usable GB Storage

Current Microcode Level

Date Microcode Installed

Suggested Level

Maint Contract End Date

Urgent?

Severity

Online Change?

Comments

Tempe

1 2

3

4

5

Yes

2

Yes

ccc
line 2

Cassie Hill

1111111

01 Jan 2001

02 Feb 2002

No

4

Yes

Comments Comments Comments Comments Comments Comments Comments
Comments Comments Comments Comments Comments Comments Comments Comments
Comments Comments Comments Comments Comments Comments Comments Co

Tempe

0

No

1

No

Home Office

0

24 Aug 2005

No

2

No

Software Upgrades Communicated in the Past Quarter

Software Package

Current Release Level

Recommended Level or Patch

Urgent?

Date of Scheduled Change

Severity

Online Change?

Comments

11

22

33

No

18 Aug 2005

3

No

C
o
m
m
e
n
t
s

Comments:

Test comments 333

Score:

3.00

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

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Appendix: Single Points of
Failure Notification

Single Points of
Failure Notification (Proactive notification of SPOF in the environment)

SPoF Name:

1

SPoF Description:

1

SPoF Resolution:

1

WFS Unit:

1

Report Date:

1test

Created Date:

07 Aug 2005

Vendor Identifier:

1

WFS Owner:

1

Grade Value:

1.00

Grade:

F

SPoF Name:

d

SPoF Description:

d

SPoF Resolution:

d

WFS Unit:

d

Report Date:

d

Created Date:

07 Aug 2005

Vendor Identifier:

d

WFS Owner:

d

Grade Value:

2.00

Grade:

D

SPoF Name:

a

SPoF Description:

a

SPoF Resolution:

a

WFS Unit:

a

Report Date:

Created Date:

07 Aug 2005

Vendor Identifier:

WFS Owner:

Grade Value:

5.00

Grade:

A

Overall Grade:

2.67

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

C

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Appendix: Generic

Generic Appendix
(used for current or future appendices that are not current in scope for
the online scorecard project)

Comments:

hhh

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.00 - 5.00

B

Satisfactory

3.00 - 3.99

C

Unsatisfactory -
need improvement

2.00 - 2.99

D

Unsatisfactory -
monitor

1.00 - 1.99

F

Unsatisfactory -
critical

0 -
0.99

B

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Appendix: Data Security
Incidents

Timely Notification
of Data Security Incidents (Production or Test data security incident
)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

0 - 49.00

B

Satisfactory

50.00 - 100.00

C

Unsatisfactory -
need improvement

101.00 - 140.00

D

Unsatisfactory -
monitor

141.00 - 200.00

F

Unsatisfactory -
critical

201.00 -
1000.00

F

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Appendix: Service Level
Objectives

Trouble Ticket
Performance (Service Level Objectives, response to Trouble
Tickets)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

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Appendix: TAC
Support

TAC Support (Trouble
Ticket Performance, Service Level Objectives, response to Trouble
Tickets)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

0 - 99.99

B

Satisfactory

100.00 - 400.99

C

Unsatisfactory -
need improvement

500.00 - 999.99

D

Unsatisfactory -
monitor

1000.00 - 1999.99

F

Unsatisfactory -
critical

2000.00 -
5000.00

A

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Appendix: Service
Availability: Voice

Service
Availability: Voice (network carrier: voice)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

0 - 49.00

B

Satisfactory

50.00 - 100.00

C

Unsatisfactory -
need improvement

101.00 - 140.00

D

Unsatisfactory -
monitor

141.00 - 200.00

F

Unsatisfactory -
critical

201.00 -
1000.00

A

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Appendix: Service
Availability: Data

Service
Availability: Data (network carrier: data)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

10.00 - 11.00

B

Satisfactory

11.00 - 12.00

C

Unsatisfactory -
need improvement

12.00 - 13.00

D

Unsatisfactory -
monitor

13.00 - 14.00

F

Unsatisfactory -
critical

14.00 -
15.00

A

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Appendix: Service
Availability: SHNA

Service
Availability: SHNA (network carrier)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Hardware Failure
Replacement

Hardware Failure
Replacement

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Data
Integration

Customer Data
Integration SLA’s

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: RMA

RMA (Return Material
Authorization) Support

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Hardware
Procurement and Delivery

Hardware Procurement
and Delivery. (Servers)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Mean Time to
Repair

Mean Time to Repair
(average response to network issues)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Software
Issues

Software Issues
(issues with vendor provided software and applicatons)

Application:

Multiple issues case

Issue #:

NO ISSUES

Date:

Issue/Impact Grade:

0

Application Grade:

A

Application:

Single issue software case

Issue #:

NO ISSUES

Date:

Issue/Impact Grade:

0

Application Grade:

A

Application:

No issues software case

Issue #:

NO ISSUES

Date:

Issue/Impact Grade:

0

Application Grade:

A

Application:

Test software issue 002

Issue #:

NO ISSUES

Date:

Issue/Impact Grade:

0

Application Grade:

A

* If more than one issue
for an application occurs in a month or more than three in a quarter, the
application grade will be lowered to the next level.

Overall Software Score:

0

Grading scale

Grade

Range

A

Excellent

0 - 49.99

B

Satisfactory

50.00 - 99.99

C

Unsatisfactory -
need improvement

100.00 - 139.99

D

Unsatisfactory -
monitor

140.00 - 199.99

F

Unsatisfactory -
critical

200.00 -
1000.00

A

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Appendix: Data Center
Facility Management

Data Center Facility
Management (Installation Performance of Hardware)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Project
Support

Project Support
(Performance of Project goals)

Project Name:

Project support test name

Wells Fargo Division:

Software division

Start Date:

19 Jun 2005

Projected End Date:

23 Sep 2005

Wells Fargo Project Mgr:

John Smith
Val Krishna

Vendor Project Mgr:

Ron Sankovski

Wells Fargo Sponsor:

None

Wells Fargo Key Players:

Player1, Player2,
Key player 3

Date of Last Cust/Sat:

18 Jul 2005

Wells Fargo Participants:

Test Participants

Current Project Status:

Test project status

Comments:

No comments

Grade value:

3.01

Project Name:

Project name 2

Wells Fargo Division:

Start Date:

28 Aug 2005

Projected End Date:

23 Aug 2005

Wells Fargo Project Mgr:

Vendor Project Mgr:

Wells Fargo Sponsor:

Wells Fargo Key Players:

Date of Last Cust/Sat:

07 Aug 2005

Wells Fargo Participants:

Current Project Status:

Comments:

Grade value:

1.07

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

D

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Appendix: Business Impact
– Unplanned Outages

Business Impact –
Unplanned Outages (outage issues that impact the
customer)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

0 - 49.99

B

Satisfactory

50.00 - 99.99

C

Unsatisfactory -
need improvement

100.00 - 139.99

D

Unsatisfactory -
monitor

140.00 - 199.99

F

Unsatisfactory -
critical

200.00 -
1000.00

A

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Appendix: Communication
Ongoing

Communication
Ongoing (regular meetings/updates and presentations with the team to
ensure products/support/services are performing as
expected)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Customer
Survey

Customer Survey
(internal survey of vendor product users0

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Miscellaneous -
Vendor Submitted

Miscellaneous -
Vendor Submitted (any service or product not identified in other
appendices)

Name:

Test name

Type of Support:

Test
Type
of
Support

WF Unit:

Wells Fargo 123 unit

Vendor Reps:

John Malcovich
Agatha Kristi

Date Initiated:

May 12 2005

Date Resolved:

July 1 2005

WF Sponsor:

WF test sponsor

WF Attendees:

WF test Attendees

Description:

Test
D
e
s
c
r
i
p
t
i
o
n

Resolution:

Test resolution

Agreed to Benefits:

Agreed to Benefits

Comments:

Overall Comments

Grade value:

4.22

Name:

One more submission

Type of Support:

WF Unit:

Vendor Reps:

Date Initiated:

Date Resolved:

WF Sponsor:

WF Attendees:

Description:

Resolution:

Agreed to Benefits:

Comments:

Grade value:

1.79

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

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Appendix: Miscellaneous –
WF Submitted

Miscellaneous – WF
Submitted (any service or product not identified in other appendices or
issue that needs more identification in the scorecard)

Name:

WF submitted misc name

Summary of situation:

Testing problem

WFSC Involvement:

Garry Labor

Vendor Involvment:

Icar Boomer

Recommended Resolution:

More testers

Date Resolved:

March 2005

Wells Fargo Comments:

No

Grade value:

1.60

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

F

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Appendix: Scheduled and
Emergency Changes

Planned and
Unplanned Changes in the Environment - Scheduled and Emergency
changes.

Location

Scheduled

Emergency

Total Changes

Scheduled %

Tempe

4

0

4

100.00

Cassie Hill

2

1

3

66.67

Home Office

3

2

5

60.00

Minneapolis

10

1

11

90.91

Salt Lake

1

1

2

50.00

STRONG 100

6

0

6

100.00

Frederick

10

2

12

83.33

Total:

36

7

43

77.20

Grading scale

Grade

Range

A

Excellent

85.00 - 100.00

B

Satisfactory

75.00 - 84.99

C

Unsatisfactory -
need improvement

70.00 - 74.99

D

Unsatisfactory -
monitor

65.00 - 69.99

F

Unsatisfactory -
critical

0 -
64.99

B

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Appendix: Contract
Management

Contract Management
(Invoice accuracy and response time to errors)

Response Time

No. Inv. Rec'd

No. Errors

Quarter Amt Invoice $

Quarter Amt Paid $

Quarter Amt Errors $

Prior 12 Mo. Amt. Invoiced $

Prior 12 Mo. Amt. Paid $

4.00

200

3

20000000.00

16000000.00

4000000.00

16000000.00

190000000.00

4.00

1.50%

25.00%

Weight: 20.00%

Weight: 30.00%

Weight: 50.00%

Score:

13.75

Grading scale

Grade

Range

A

Excellent

0 - 10.00

B

Satisfactory

10.01 - 15.00

C

Unsatisfactory -
need improvement

15.01 - 20.00

D

Unsatisfactory -
monitor

20.01 - 25.00

F

Unsatisfactory -
critical

25.01 -
100.00

B

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Appendix: Balance of
Trade

Balance of Trade
(availability of WF to sell services to vendor)

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A

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Appendix: Offshore
Provider

Offshore Provider of
Technology Solutions. The offshore vendors create a complete scorecard in
an Excel workbook.

Comments:

Score:

* *

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

A