RWS training based IT support for staffs

RWS Overview information

1. Resort World Sentosa (RWS)

2. Overview of Resorts World Sentosa (RWS) Resorts World Sentosa (RWS), Asia’s premium lifestyle destination resort, is located on Singapore’s resort island of Sentosa . Spanning 49 hectares, RWS is home to world-class attractions including Universal Studios Singapore, S.E.A. Aquarium, Dolphin Island and Adventure Cove Waterpark. Complementing the adventure and adrenaline of its theme parks and attractions are six unique luxury hotels, the world-class Resorts World Convention Centre, and a casino. RWS offers award-winning dining experiences and exciting cuisines from around the world across its many renowned celebrity chef restaurants, establishing itself as a key player in Singapore’s vibrant and diverse dining scene and a leading gourmet destination in Asia for epicureans. The integrated resort also offers world-class entertainment, from original resident productions to concerts. RWS has been named “Best Integrated Resort” since 2011 for nine consecutive years at the TTG Travel Awards which recognises the best of Asia-Pacific’s travel industry . RWS is wholly owned by  Genting Singapore , a company of the Genting Group. For more information, please visit  www.rwsentosa.com . RWS consists of the following diverse businesses : These are collectively located within RWS Integrated Resorts (IR ) Casino – Gaming, Entertainment Universal Studio Singapore – Entertainment, Retail, F&B Hotel – Hospitality, Retail, F&B Retail / F&B Outlets Adventure Cove Waterpark S.E.A. Oceanarium RWS also have offices at the Pandan Gardens, Genting Hotel Jurong and Genting Centre which are all outside IR.

3. Scope of Support Description Service Desk Deskside Support Centralize Team Ticketing Tools Same tools, same ticketing, ability to transfer ticket assignment Typical Roles End-to-End Ticket Lifecycle and monitoring relevant metrics Incident Management Workflow, including appropriate escalation First Call Resolution and Remote assistance Ticket triage and assignment Service requests fulfilment Knowledge Base maintenance Premium Support (Senior Management support) Deskside technical support Assets/devices deployment, management and decommissioning Escalated issue, which requires face to face engagement Inventory administration 3 rd party vendor escalation Inventory tracking and analysis Software distribution and patching Reporting / Audit / Compliance Tools support and management Support Level Level 1 Level 2 Level 3 Availability 24 x 7 Standard Support (RWS Office hour) IR Support (12 x 7) Standby engineer Standard Support (RWS Office Hour) Out of office hour , when required

4. Support Hours and Sites   Integrated Resorts and Universal Studio Singapore - 24 by 7 between Monday and Sunday) Genting Centre - 8:00 AM to 6:30 PM, Monday to Friday (DS will be dispatch based on urgency for after office hour, Saturday, Sunday & Public Holiday) Pandan Gardens - Off Site On call basis (DS will be dispatch based on urgency for after office hour, Saturday, Sunday & Public Holiday) Genting Hotel Jurong - Off Site On call basis (DS will be dispatch based on urgency of onsite assistance and schedule arranged with the end-users)

5. Service Level Agreement Fujitsu will meet the below required Service Level.

6. RWS Escalation Matrix Escalation IT Service Desk is expected to escalate out of the norm issues to the SDTL as the 1 st level contact. The SDTL will escalate further as needed. The following are the escalation route for IT Service Desk agents : 1 st Level – Service Desk Team Lead (Karen Ratin) 2 nd Level – Service Delivery Manager (Alan Yap) 3 rd Level - Service Desk Manager (Steven Png)

7. SD Tools and Helpful Links As a Service Desk agent, there are many tools and resources available to assist with supporting RWS. Here is a list of some common support tools and resources available. Remedy Salesforce – Ticket tool being used for RWS Transformer Site - RWS Intranet site. This is the RWS employee portal and most of the RWS updates for all employees are found here. Different departments also use Transformer for file sharing and storage for their reports. Eform portal ESS- Employee self-service portal Ask IT Easishare VDI - Virtual desktop the SD can use to access customer’s environment and support tools SDRs ( Service Delivery Readiness) - This contains support and process information for each of the RWS systems/applications. SDrs are maintained and updated by the applications team . Support Group List - List of all the IT support team contact details. Always refer to online/transformer for the latest/update contact list. IT FAQs - This page contains quick guides for users and also a good resource the IT SD can user.

8. RWS INCIDENT & SERVICE REQUEST PROCESS GUIDE This covers the step-by-step procedures on incident and service request ticket handling for RWS There are different service requests that are processed by IT Service Desk. Most of the requests are related to Access, Software and Hardware. It is a must that ITSD refer to SR guide whenever they process Service Requests .

9. Remedy Ticket Logging Below are the guides on how to log and update SRs Creating INC tickets Updating INC Tickets Logging SR Tickets

10. Remedy Ticket Logging Major Incident Process / Potential Service Disruptions The following escalation path serves as a guideline for all staff involved once a potential service disruption/outage is identified.   ITSD agent will inform the Service Desk Team Lead or Manager of the potential service disruption. The Service Desk Team Lead, Manager or other support groups, may also observe the potential service disruption. ITSD agent will contact relevant support team to report potential service disruption/ Major INC. ITSD will inform RWS Service Delivery Team via telegram of the potential outage using the outage template. Service Desk Team Lead or Manager will verify the reported issues and confirm with the support group in charge of the system if there is a service disruption. Simultaneously , while the coordination with the support group takes place the Service Desk Team Lead or Manager will inform the Service Delivery Manager of the potential service disruption. At the same time based on the call volume a recommendation of the cut-in message to be implemented will be mentioned . Service Delivery Manager will inform the Service Delivery team in RWS of the potential service disruption and ask for approval to implement the generic cut-in message . The same flow will be followed for any update from the support group and if there is a need to implement a cut-in message specific to the system affected.

11. VIP case handling IT Service Desk will need to immediately escalate the ticket via call (INC/SR) immediately to the respective support groups for VIP users. VIP users are tagged with the VIP icon on remedy. Additionally we find the list of VIP users on this directory – VIP List

12. Ticket Escalation to IT Support Groups IT Service Desk follows the below table to escalate cases to IT Support Groups including DS and CIT. Please refer the Support group list on transformer - LOCATION OFFICE HOURS AFTER OFFICE HOURS Application Support and ALL OTHERs Escalation: L3 1. Call Support Group based on the numbers in the Support Group List. a. Check the left-most column if there's a primary and secondary contact based on the issue. Use this if available. If none, proceed to next. b. Call the Primary Contact number which is usually the official L3 Hotline (Grid Phone) 2x after every 3 minutes. c. Call the Secondary Number which is usually a desk phone of L3 2x after every 3 mins . d. If no answer from step C, call Support Group Lead 2x after every 3 mins . e. If still no answer, escalate to SD Lead. 2. Assign ticket to Support Group bucket. CASINO Support: CIT Call CIT Engineer on Duty to Escalate the Case. Assign the case to Casino IT bucket.

13. RWS ANNOUCEMENT BROADCAST PROCEDURES Application support team will send an email to ITSD requesting for broadcast /announcement to be sent for Maintenance. Below are the handling procedures for sending announcements/broadcast for maintenance and IT Incident (Service outages and disruptions ). SN Type of Communications/ Annoucement Current Platform Audience SLA 1 IT Planned Maintenance Email [Impacted BU/User] > 5 days before planned maintenance   Use Email Template #1     < 3 days will be considered URGENT (contact IT Service Desk)           2 IT TIPS/Advisory Email All RWS Team Members --                       Use Email Template #2       3 IT Incident Email [Impacted BU/User]     Use Email Template #3               Every hour (first 2 hours)                   As soon as available/ every 4 hours

14. RWS In-house/ Supported Applications The list of RWS In house applications can be found on the SDRs list. SDRs ( Service Delivery Readiness) - This contains support and process information for each of the RWS systems/applications including the support team

15. RWS In-house/ Supported Applications