am transition approach

8/7/2019 AM Transition Approach

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Transition Approach

Application Management Services


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Transition ApproachApplication Management Services

TABLE OF CONTENTS

I. INTRODUCTION.......................................................................................................................................... 2

II. TRANSITION MODEL............................................................................................................................... 2

III. TYPICAL PLAN......................................................................................................................................... 7

IV. CRITICAL SUCCESS FACTORS..........................................................................................................11

V. APPENDIX -SAMPLE TEMPLATES USED DURING TRANSITION PHASE...............................13

A. STEADY STATE READINESS MATRIX.........................................................................................................13B. INTERFACE DETAILS MATRIX..................................................................................................................14C. FORM DETAILS.....................................................................................................................................14D. INTERFACE FMEA...............................................................................................................................14


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I. IntroductionUnisys has developed a standard methodology for implementing andmanaging the point services comprising our global portfolio weutilize our powerful 3 Dimensional Visual Enterprise (3D-VE)methodology... The differentiator is enterprise visibilityor linkingholistically across all dimensions of an enterprise. 3D-VEs poweris traceability. This will allow clients the ability to see the cascadingeffects that change has across all layers of a business. This visibility

turns change from an adversary into a competitive advantageandlessens risk, empowering clients to transform the way they dobusiness.

Unisys will use the metrics based tools set and methodology totransition Application Managementservices to Unisys that are eitherprovided by current employees or other service providers. Some ofthe benefits of the approach are:

1. Organizational visibility using traceability. (Throughcause and effect analysis)

2. Intellectual property as a competitive differentiator (Bymodeling business knowledge)

3. Impact analysis (The ability to understand the impactthat change has on both business processes and ITapplications)

4. Redundancy elimination (Reducing costs andstreamlining processes and applications by eliminatingredundant functions)


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to whether they can be left as-is, consolidate with anotherredundant application, migrate to standard or current

technologies using the migration model, retire theapplication, move the application to offshore or replacewith a new application.

10

Develop high-level implementation plan.

11

Identify service levels and finalize.

12

Consolidate and summarize the portfolio analysis results.

13

Review with project stakeholders.

Application Analysis

The Application Analysis phase follows a three-step process fortransitioning support

# Process Description

1 CompleteApplicationAssessment

This consists of analyzing all non-infrastructure aspects of theapplication, including functionality,programming standards, QAprocesses, organizational dynamicsand others.

2 CompleteInfrastructureAssessment

This consists of analyzing allinfrastructure aspects includingnetwork, hosting, system software,

hardware, multiple environments andothers.

3 Define Transitionexecution andSOW

Provide a detailed plan for thetransitioning of the application to theoffshore team and the Statement of


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Introduction Phase

The purpose of the Introduction Phase is to give the Unisys team a

basic understanding of the application to be supported and theinfrastructure and communications requirements to move the supportoffshore. This phase also optionally includes tasks to address anydeficiencies in the current documentation, regression test bed,maintenance processes, etc. so that the maintenance can beeffectively transitioned offshore. The major activities of this phaseinclude:

# Activities1 Study the current applications and production environment

2 Understand the design, data structures and source codefrom a technical perspective


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The main activities in this phase are as follows:

# Activities1 Client staff to assign and prioritize support activities to

Unisys resources

2 Execute the support activities

3 Ensure project deliverables meet agreed-uponrequirements

4 Interact with client staff to resolve issues

5 Refine the support and maintenance process

Primary Contact

After obtaining hands-on experience in supporting the application,Unisys will take responsibility for complete support andmaintenance activities from the client location. Members of theexisting support team will continue to participate in supporting theapplication, but primarily from a coaching and review perspective.This activity would also typically include performing some

maintenance work from offshore to test out the offshoreinfrastructure and communications set-up.

The major activities in this phase are:

# Activities

1 Unisys project manager to assign and prioritize supportactivities to Unisys staff

2 Execute the support activities

3 Ensure project deliverables meet agreed-uponrequirements

4 Interface with client staff to resolve issues

5 Perform representative support tasks from offshore


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Steady State Activities

After the successful knowledge transfer from the customer staff toUnisys staff, the support and maintenance activities are started fromoffshore with the environment that is setup separately or throughconnectivity to the customers environment through secureconnectivity or communication links. The following activities arecarried out during the Steady State phase:

# Activities

1 Raise a Service request (ticket) in the problem management tool.

2 Understand the Ticket and collect the relevant diagnostic dataand steps to replicate error

3 Assign the ticket to the appropriate agent

4 Proactive customer follow-ups thru ticket closeout

5 Trouble ticket is routed to the Level 2 staff by the level 1 supportteam

6 The Level 2 staff will identify the severity of the request as perthe classification

7 Perform Real-time troubleshooting and provide resolution

8 Identify workaround for the issues reported9 Provide feedback to user with proper usage information (where

required)

10

If a code change has to be done, then the request is delegated tothe Level 3 staff.

11

The level 3 staff includes Software engineers who will go throughthe SDLC lifecycle to implement the changes.

12

The requests are serviced as per the SLAs; the users are informedas soon as their issue is resolved.

13

Generate status reports that have been discussed and agreedwith the customer.

14

Review the project progress and take corrective actions atperiodic intervals.


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A. Transition Plan for ApplicationsBased upon its past experiences of running support engagementsUnisys has identified certain activities, which needs to be completedduring transition of an application to support. These are outlinedbelow.

Introduction Phase

During the introduction phase following is the information, which iscollected by the transition team:

# Category Information


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with which UOP applications interact

4 People

knowledge,through:

Knowing about various stakeholders

such as End Users and IT Team andtheir roles and responsibilities.Process to be used for communicationwith various stakeholders.Other stakeholders and their roles andresponsibilitiesCritical Process knowledge through:- Understanding what are the businesscritical processes for the site, and

escalation path in case an issue cropsup in one of these.- What are the current issue resolutionmechanisms in place for these issues?Deliverables of Introduction phasewould be inventory on all knowledgethat Unisys collects during thesubsequent phases

Hands-On PhaseDuring the Hands-on phase Unisys transition team goes to each andevery individual item identified in the introduction phase, andstudies them in detail to understand the building blocks ofapplications to be supported. Clear deliverables have been identifiedfor each and every phase and the client evaluates effectiveness ofeach of these deliverables.

Item Deliverables Means of vetting the

effectiveness of

d li bl


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Item Deliverables Means of vetting the

effectiveness of

deliverables

Thirdparty/Clientcontactprocess

details matrix to theclient and get thesign off from theclient for theircorrectness.

Enhancement Study

Enhancement Knowledgespreadsheet

Transition team tosubmitenhancementknowledgespreadsheet and getthem signed off fromthe client for theireffectiveness andaccuracy.

Forms Forms Details Matrix Transition team tosubmit the formsdetails matrix to theclient and get thesign off from theclient for theircorrectness.

Client:

Roles andResponsibilities

Roles and responsibility

Matrix

Transition team to

submit roles andresponsibility matrixto the client and getit signed off for its


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in a lot of problem solving. This would be a period where Unisyssupport team would be testing waters in terms of their

effectiveness in resolving support issues. This phase will act as a testcase for the transition documentation created in the Hands-On phaseas well as give the applications support team critical customer facingexperience. This phase would also identify pointers in terms of mid-course corrections to be undertaken if any.

During this phase Unisys transition team will also understand theprocesses/applications, which have not been mapped completely, or

are currently work in progress. Unisys support team will understandthe roadmap of these processes/applications to production andtransition to support.

Ownership Phase

At the end of the Primary Contact Phase, Unisys would assume fullresponsibility for support of the applications in scope as per thepredetermined SLAs. Application Support team will ensure that all

the documentation generated during the transition study is keptcurrent and up to date.

During the entire transition process Unisys measures the progress oftransition using Steady State Readiness Matrix under Appendix.Please also refer to some artifact samples provided for as anillustration under Appendix viz.:

Interface Details Matrix (Please referInterface Details

Matrix)Form Details (Please referForm Details)

Interface Failure Mode Effects Analysis (Please referI t f FMEA)


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# Domain Description

7 Project Management Clear Points of Contact Joint

Governance Model in place8 Project Management Effective Co-ordination between on-

site/offshore/near shore and recordingof changes

9 Decision makinginformation

Decision making metrics

10

Decision makinginformation

Decision to operational transparency Predefined review milestones,

reports & acceptance criteria

11


Proactive Decision making Service standardization with

associated effort, costs,dependency & constraints

12


Management reports Health, tolerances and

escalation1

3

Decision making

information

Early Client involvement

Forecast planning Milestone based reviews Issue tracking Escalation Procedure


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V. Appendix -Sample Templates Used During Transition Phase

A. Steady State Readiness Matrix

13

Steady StateReadiness

XXXXX DeploymentDate:

Status:Green: Above 90%,Yellow- 90%-80%,Red- Less than 80%, White - Yet to start Summary

StatusStatusStatusStatus Green 403 70%30-Mar6-Apr13-Apr20-Apr CompleteTotal Yellow 157 27%

Red 19 3%

Business ProcessMeasured based on completion status of transition-

in tasks for process areas (total 65) 67% 70% 70% 70% 70% 403 579

about 4 % of theprocess/ BPP arenot completelyfinalised anddocumented

the yellow and green canbe supported, but yellowmeans the process is notdocumented or we havenot been able to loacte

any documents

59 tcodes/processwere removed from

scope White 0 0%

Interfaces

Measured based on completion status ofinterfacetransition-in tasks (inclusive of Interface FMEAs,error handling process and details matrix)80% 80% 80% 80% 100% 20 20 Total 579 100%

Enhancements

Measured based on completion status of study ofenhancements

and clarification for anyissues/questions. 74% 74% 74% 74% 74% 104 1 40

36 enhancementsdont have

documentation

Support processMeasured as completion status of support manual 0%

Power Users &End Users

Users familiarity on executing various transactionsin SAP related to their business function. Thesemetrics are based on the End User Assessment

Report publi shed by Honeywel l. 87% 87% 87%Finalized Access

LevelsAccess levels/restrictions as dictated by exportcontrol and seggregation of duties (SOD) 0%

Ticket resolutionMeasured as % of tickets closed (# tickets

closed/Total # of tickets) 74 81% 378 468

Sev 1ticket resolution

Measured as % of sev 1 tickets closed (# sev 1tickets closed/Total # of Sev-1tickets)

Indicator of the stability of the system andreadiness for steady state support 83% 83% 25 30

12-May-05

Support Readiness

Process Readiness

System Readiness

Actions Required CommentsStatus

5/2Definition Impact

Tasks


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B. Interface Details Matrix

Interfacenumber

DescriptionApplication

AreaPartnerSystem

ExportControlData?

Interfaceerror

severitylevel

InterfaceCritical

Timings/Days

24X7supportrequired?

After Hourscontact

(business)

After hourscontact (3rd

Party)

PartnerSystemticketingprocess

Source Direction Destination FrequencySAP

ProcessingSchedule

SAP BusinessAnalyst

INF300XX SAP to XYZ Today'sShipments +2weeks

(PSSHIP)

OM MasterData

No 1 Mon - Fri. Y ABC000-111-5782. N/A N/A SAP Outbound WSC Daily/Nightly XXXXXX

INF300YY

ABC to SAP - Additonal

Material Master ACDd

(Many to Many Cage Code)

SC MM ODS No 2 Mon - Fri. Y

ABC

000-111-5782. N/A N/A MM ODS Inbound SAPNightly batch

processingYYYYY

INF300ZZ

Material Master Main

Update Interface to SAP

(including Quality)

SC MM ODS No 2 Mon - Fri. Y

ABC

000-111-5782. N/A N/A MM ODS Inbound SAPNightly batch

processingZZZZZZ

INF300AAABC Interface Prgram to

update Rev. LevelSC MM ODS No 2 Mon - Fri. Y

ABC

000-111-0712N/A N/A MM ODS Inbound SAP

Nightly batch

processingAAAAAA

INF300BBSAP Material Master to

ABCSC MM ODS No 2 Mon - Fri. Y

ABC

000-111-0712N/A N/A SAP Inbound MMODS

Nightly batch

processingBBBBBB

C. Form Details

Form Print Program Sapscript Optio DCL File Name Output Type SAP Transaction

Purchase Order YSCR_FRMxxxx3 YSC_FRMxxx03 Non Optio Form NEU ME22N

Invoice P1 YOMR_FRMxxxx2 YOM_FRMxxx02 Non Optio Form ZXYZ VF02

Packing List Tag XXXXX

P1YOMR_FRMxxx26 YOM_FRMxxx26 Non Optio Form ZAWS VL02N / VL71

Production form

XXXXXXX P1YAFR_FRMxxxx039 FRMXXX1_rdui.dcl ZWEW IW32

Packing List P3 YOMR_FRMxxxx47 FRMXXX2_rdui.dcl ZPL2 VT02N / VT70

Pick List P3 YAFR_FRMxxxx031 FRMXXX3_rdui.dcl Z204 IW32 / IW3DWork Order BOM P3 YAFR_FRMxxxx043 FRMXXX4_rdui.dcl Z502 IW32 / IW3D

Master Bill of Lading P4 YAFR_FRMxxxx046 FRMXXX5_rdui.dcl ZF15 VT02N / VT70

AAAAAAAAA Labels P2 YOMR_FRMxxxx045 YOM_FRM00045 Non Optio Form ZS2K, ZS2L, ZS2M VL02N / VL71

D. Interface FMEA

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INFXXXXX_XXXXXXX_OUTBOUND_YYYYYYYY_FMEAPrepared By: Mr. AAA BBB Partner Contact: XYZ AAA Partner System: Speck2K

Date: 1/31/2005 Business John Doe Middleware: EDIPower User: Direction: Outbound

Middleware Contact:

External Support:

Process Step/Input (What is

the process step/input?)

Potential

Failure Mode

(What can go

wrong with the

process

step/input?)

OUTPUTS

Potential

Failure Effects

(What is the impact on

the customer (output

variables) or internal

requirements?)

Potential

Causes

(What are the root

cause reasons for the

process step/input to

go wrong?) INPUTS

Existing Controls

(What are the existing

controls that prevent or

detect either the cause or

the FM prior to leaving the

process step?)

Preventive Actions

Recommended

(How to prevent the

occurrence of the

potential cause?)

Corrective Actions

Recommended

(How to identify and

resolve issue?)

Plans /

Responsibility

(What is the target

completion date

and who is

responsible?)

Change or create Invoice

through VF01,VF02 with o/p type

ZCIN Invoice is not

created/Change

d

Invoice is not Posted to

Partner System

O/p type (ZCIN ) not

maintained

Check whether o/p type is

maintained or not through

VV33

Monintor the o/p type

availability

Notify the Business

process owner and

maintain o/p type

throug VV31 with

the approval of BPO

SAP Help Desk



ZCINInvoice is not

created/Change

d


Partner System

SAP Server

Unavailable Monitor data by help desk None

Notify the SAP

Request about SAP

server Unvailability SAP Help Desk



ZCINInvoice is not

created/Change

d


Partner System Data Missing error

Monitored all the Fields of

Transaction

Monitored the

Transaction and

redefine the Process

Redefine the Data

and Run The

process again SAP Help Desk

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