financials service definition · manage vendors responsible for: • application support program...

Service Definition Financials 2016

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Service Definition

Financials

V5.1

Signoff

Name Role Signature & Date Louis Kapeleris Director FBS John McNally Associate Director AP


Document Control Information

Document Change History

Version Date Last Revised

Author Change Description

1.0 2/07/2015 George Nikiforos Ini tial Draft revision

2.0 7/10/2015 George Nikiforos Updates

3.0 18/11/2015 George Nikiforos Second Draft revision

4.0 22/01/2016 George Nikiforos Final Draft

5.0 16/02/2016 George Nikiforos To be Approved

5.1 7/4/2016 George Nikiforos Publ ish and revisions for IT terminology

Distribution and Acceptance

Version Recipient Date issued Approval

V5.0 Ross Beck 22/2/2016

V5.0 James Anderson 16/2/2016

V5.0 Janz Reinecke 16/2/2016

V5.0 Chris Chen 23/2/2016

V5.1 Richard Smith 7/4/2016

V5.1 Ross Beck 7/4/2016


Table of contents

1 Purpose of this Document ...................................................................................... 4

2 Service Description .................................................................................................. 5

3 NSS-Financial Support Flowchart............................................................................ 7

4 Support Services ...................................................................................................... 8

5 Prioritisation & Communication Process ............................................................. 13 Summary Table .................................................................................................. 13 5.1 Priority Matrix.................................................................................................... 13 5.2 Prioritisation examples: ...................................................................................... 14 5.3 Escalation Process .............................................................................................. 14 5.4 Communication .................................................................................................. 15 5.5

6 RACI matrix ............................................................................................................ 16

7 Appendix ................................................................................................................ 18 Glossary section below covering all terms/categories. ......................................... 18 7.1 Interfaces impacting Financials ........................................................................... 19 7.2 UNSW Financial Systems Support Service Arrangement System Service Definition 7.3

summary. ................................................................................................................ 20


1 Purpose of this Document

This document will define the scope, service components, related support items and responsibilities between Finance Business Solutions (FBS) and the various Finance customers and requesters of these services (Stakeholders) for Finance Enterprise Systems (FES) matters. It creates clarity by clearly defining what organisational/functional units are involved in delivering support, including a clear understanding of the responsibilities of the Finance Helpdesk, IT Service Centre and the FBS Support team. It will form the initial baseline for ongoing collaboration and support of Finance activities.

Periodic performance data will be established to support the ongoing development of metrics and improvement in the process.


2 Service Description

This section provides information on the service and the relevant support frameworks within UNSW.

Service Name: Finance System Support

Service Description: Support of various functions available in Finance (production) System instigated by Service Request or Service Incident for resolution process.

Service Components: NS Financials, OneStop, Banking/Treasury Systems, Finance Web, Finance Systems Training, Finance Interfaces

Out of Scope: Third party applications or hardware wishing to utilize functionality or link to NSF may do so however ongoing operational support is not covered for the applications or systems under this agreement.

Operational (Financial Management) support to be provided specifically by the Finance Help Desk and Finance Manager network.

Support details All calls for support and service are raised by logging a ticket with IT Service Centre on 9385 1333 or the Finance Helpdesk on 9385 3330.

SUPPORT LEVEL

PROVIDER RESOLVER GROUP FUNCTION

1st Level

UNSW IT Service Centre

IT.SERVICEDESK.NSSACCESS

(Escalation to IT.CS.SERVICEMANAGEMENT where required)

First point of contact for all uniwide IT and systems related issues. Administer security access requests for NSF, record and resolve systems incidents and assigns to relevant resolver group after initial assessment.

Finance Helpdesk

FI.HELPDESK First point of contact for Finance related issues. Record details, assist with initial requests, resolve routine requests and assign to Business support or 2nd level support after initial assessment.

PiMs Support IT.ES.NSSHR.Triage Assigning request related to the PiMs system.

Finance Shared Services (FiSS)

NA Point of contact for Accounts Payable, Accounts Receivable, Procurement and General Ledger inquiries.

Accounting Support

FI.CS.SUPPORT Escalation of accounting reporting issues such as nVision and accounting entries

Business Process Owner

NA Technical and professional tasks such as Assets, Tax, Chartfields, Subject Matter Expert etc.

mailto:[email protected]


Calumo Team FI.CALUMO.SUPPORT Calumo related reporting issues, Budget templates, queries etc.

2rd Level

FBS Production Support

FBS Solution Architects

FI.SYSTEMS.SUPPORT

FI.FBS

Escalation point to troubleshoot, investigate and recommend Finance Systems solutions and more complex process solutions involving systems. Facilitate IT related interaction for root cause analysis and solution design of system issues.

3rd Level IT Production Services

IT Infrastructure Services

IT Solution Delivery

IT.INF.PEOPLESOFT

IT.INF.WINSERVICES

Work Request Jira

Responsible for maintaining Infrastructure integrity and support for UNSW Enterprise Systems, including Finance systems.

IT Delivery Solutions provides technical support and development for PeopleSoft Enterprise applications (NSF, SiMs & HR)

4th Level

Vendors- Oracle, Banks, 3rd Party Providers

Responsible for maintaining and supporting external systems (i.e. Banking systems) and providing information to UNSW.


3 NSS-Financial Support Flowchart


4 Support Services

All Finance support queries should be channelled through the Finance Helpdesk who will allocate to the relevant support team (including FBS, FiSS, AP, AR & Accounting Support). Where the customer believes it is a systems issue or IT issue, they may contact the IT Service Desk which will log the request and re-assign to the correct area after initial assessment.

Any Business change requests should be first submitted for consideration to the relevant Business Owner. The Business Owner should then evaluate and escalate as required to FBS SSA for consideration via change request or options paper as part of the Enhancement Request Process.

1st & 1.5 Level 2nd Level 3rd Level 4th Level General 1. Finance Incidents and Requests for

Service are channelled through the Finance Helpdesk. 2. General IT and Systems Incidents and Requests for Service are channelled through the IT Service Centre Helpdesk. 3. FISS, Accounting Support & Business Owners. 1st Level Support performs a brief assessment of the incident or request to determine if it is Finance related and attempts to resolve the incident or fulfil the request by following basic troubleshooting scripts and ‘check lists’.

2nd level support will consist of FBS team members along with resources from IT Solution Delivery depending on nature and complexity of issue.

1. IT Production Services are responsible for ongoing operational infrastructure support and maintenance of all system applications, infrastructure, networks & environments. 2. IT Production Services also provide the shared folder infrastructure and VPN access controls for offsite users. 3. IT Production provides the technical support and development for PeopleSoft Enterprise applications (NSF, SiMS & PiMS)

IT Solution Delivery / Production Services will be responsible for escalating any issues to relevant external vendors. External Vendors will provide 4th level support.

Communication Finance Help Desk to keep customer informed of progress and resolution

The relevant FBS resource will facilitate communication through the Help Desk and customer.

1. FBS will liaise with Production Services and then update first level support to inform their customer of any

Cases to be raised directly with external vendor support by FBS or Business Owner. PeopleSoft cases will be


1st & 1.5 Level 2nd Level 3rd Level 4th Level impending updates. 2. Production Services will be responsible for investigating and resolving issue with customer. 3. Production Services will liaise with FBS/IT Solution Delivery using the Jira work request/EMR process.

raised with Oracle by IT Services or Production Services where applicable.

Escalation Incidents or requests to be escalated to appropriate resolver group where 1st Level support has determined it is an activity of the relevant group. Any requests or enquires directed to FBS or subsequent teams should have a service ticket raised with relevant information maintained to enable efficient and appropriate attention. Supporting documentation providing detail of the incident/request must include but not limited to the following: screen shots image of the problem/error, the steps taken to replicate the issue, other attempts to resolve the issue.

Issues raised by CASD that cannot be resolved by team must be escalated through Jira Work Request or EMR (Emergency Migration Request)

Issues must be raised using a Jira Work Request or EMR. Jira reference must be updated on the CASD request where applicable.

Email/contact external vendor support. Oracle escalation by raising a case/service request.

Responsibility The responsibility resides with the Finance Helpdesk to include all troubleshooting and actions taken as part of their investigation before escalation to FBS. (Templates will be provided to assist with support actions when escalating to FBS team.)

The relevant FBS resource will facilitate resolution with IT and Business Process Owner. Refer to section 7.2 for Interfaces integration map.

IT Production Services or IT Service Delivery are responsible for following up and liaising with FBS.


1st & 1.5 Level 2nd Level 3rd Level 4th Level Inclusions Finance Helpdesk

• Incident and Service Request logging • Alert notification actions raised in

CASD tool • General enquiries on transactional

processing • Escalation to FISS • Escalation of FSD09/10 related

incidents/requests to Finance Helpdesk Manager (escalate to FBS as child ticket where necessary)

• Escalation to FBS if unable to resolve/close an issue

Transfer to IT Service Centre for : • Citrix related issues

(IT.INF.WINSERVICES) • Desktop/hardware issues

(IT.SERVICEDESK) • User Security access/reset & Access

related enquiries (IT.SERVICEDESK.NSSACCESS)

Transfer to CS Support for : • GL reporting inquiries • Accounting analysis/enquiries using

nVision • Journal enquiries

(FI.CS.SUPPORT)

Transfer to Calumo Reporting team for:

• Initial analysis to resolve issue where possible

• Assignment/escalation to additional 3rd Level Support via Jira/CASD request

• Application support, web, training & user documentation

• Interfaces from OneStop, SiMS, HR

• Prioritisation of issues • Security access permissions • Facilitate testing of ‘fixes’ and

release scheduling • New release and patch

assessment • New Release and patch upgrades • Adding or changing system

configuration • Communication of system issues

and outages • Maintaining access controls with

authorisation groups • Authorising access • Database access for

Development and Test • Autosys batch schedule content

design • Functional upgrades & Software

version updates • Problem management process

activities

IT Production Services

• Environment (hardware or virtual) provisioning and support

• Backup of data and system • Restore of data and

system • Network Support • Migration of releases to

Master, UAT and Production

• Autosys configuration and monitoring

• DBA activities to support NSF database servers and the NSF databases

• Database access for UAT and Production

• PeopleSoft Administration –Prod/UAT Environments

• Backup media management (i.e. recall offsite storage)

• Adding new people to copy back scripts to create accounts on non-prod environments

OneStop

PeopleSoft

External Banking

Market Site Provider (eg Connexa)

IT Production Services manage vendors responsible for:

• Application Support Program code changes – warranty issues

• Program code changes – bug fixes after warranty

• Software version updates

IT Production Services (Windows) manage vendors responsible for: • Underlying service

infrastructure and availability, and disaster recovery.


1st & 1.5 Level 2nd Level 3rd Level 4th Level • Calumo related issues to

FI.CALUMO.SUPPORT

Child ticket to be raised for FBS Escalations related to: • System bugs • NSF System availability • OneStop system issues

IT Service Centre • Incident & Service Request logging • zPass password reset • Security access to NSF/Creating &

updating accounts • Alert notification actions raised in

CASD • First level support for related

Incidents and requests • General enquiries • Escalates to Finance Helpdesk or FBS FBS Escalations related to: • Verification of advanced access

authorisation in NSF

• Service Enhancements • Implementing new functionality • System changes required with

third party applications • Integration with 3rd party or

UNSW systems


• Application Support • Service Enhancements • Integration

Exclusions • Finance system bugs; • Chartfield maintenance; • System configuration requests; • Asset Management system errors;

• PiMS system • Operating system upgrades • Issues relating to business

processes or policy

IT Production Services

• Non Prod/UAT environments


1st & 1.5 Level 2nd Level 3rd Level 4th Level • Banking system access; • Onestop applications; • NSG & NSI maintenance requests; • System requests outside of BAU • Business change requests – separate

enhancement process • PiMS Finance system issues should

be escalated to Finance Helpdesk Manager (Finance Helpdesk) to assess before escalating to FBS team.

• Requests for changes to Expense rates and business purpose account configuration must be first reviewed and approved by the Tax team before escalating to FBS.

• Autosys - configuration and monitoring

• Business change requests – separate enhancement process. To be first submitted for consideration to the relevant Business Owner. The Business Owner should then evaluate and escalate as required to FBS SSA for consideration via change request or options paper

• Application Support • Autosys batch schedule

content design • Service Enhancements

(non-PeopleSoft)

Who to contact Finance Helpdesk: 9385 3330 Support hours are 9:00am to 5:00pm Monday to Friday excluding public holidays. More information can be found at: https://www.fin.unsw.edu.au/InformationCentre/WhoCanHelp.html

https://www.fin.unsw.edu.au/News/NewsItems/2014/Jun/finance_helpdesk_update.html

IT Service Centre: 9385 1333 IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm Extended on call support hours Mon – Sun 6am – 11pm AEST More information can be found at:

https://www.it.unsw.edu.au/staff/support/index.html

https://www.fin.unsw.edu.au/InformationCentre/WhoCanHelp.html

https://www.fin.unsw.edu.au/News/NewsItems/2014/Jun/finance_helpdesk_update.html

https://www.it.unsw.edu.au/staff/support/index.html


5 Prioritisation & Communication Process

Tickets raised will be triaged for prioritisation. The prioritisation options in order are critical, high, medium, low and project. Tickets prioritised as critical have absolute priority in each area. In general terms work does not commence on a ticket if there is any work to be done on tickets which have a higher priority, unless the ticket is waiting on action from an external team. Once the issue is resolved, the user is contacted and the ticket status is updated via the CASD tool. The ticket can either be ‘closed’ or updated to ‘monitor’ status. Any ticket in ‘monitor’ status must be reviewed within a period of two weeks with the intention of closing the ticket. The customer is to be contacted through the tool and informed that the ticket will be closed. If there are further issues arising, a new ticket can be raised.

Summary Table 5.1

The service targets described in the following table relate to the Finance Support service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool.

This section is for tickets that are logged through the IT Service Centre, Finance Helpdesk and FBS that relate to Finance Systems issues

TICKET PRIORITY DESCRIPTION

Critical Customer must be updated on progress every 4 hours until resolved

High Customer must be updated on progress every day until resolved

Medium Customer must be updated on progress every week until resolved

Low Customer must be updated on progress fortnightly until resolved

Project Target date should be decided and communicated to customer. Customer should then be communicated with by the target date until resolved. If not resolved within the target date the target date should be extended and the customer informed, after which the process starts again until resolved

Priority Matrix 5.2

Priority assessment is a function of a number of considerations, namely: 1. Transactional (areas/departments cannot process transactions) 2. Number of Users affected 3. Impact (# processes/modules affected) 4. Timing i.e. when will impact manifest e.g. EOM, EOY, Audit 5. Is there a workaround? 6. How long has the issue been outstanding? 7. Effort/Resources to resolve

How to ascertain priority using the Priority Matrix


CASD Ticket Reporting - Priority M

Incident Request Criteria It was working before but no longer does I would like something new Impact Low 1 person Low 1

Medium 10-25 Medium 25+ High 100+ High* 250+ Critical Department or Organisation Critical * Organisation

*Requests should ideally be classified as Low/Medium impact.

Prioritisation examples: 5.3

Priority Description

Critical A disruption to a critical core business function with a real and immediate impact with no workaround e.g. high volume or high value incidences preventing month end and year end rollovers, invoicing, generation of PO’s and payments to suppliers, system wide access issues.

High Priority A disruption to a non-critical core business function with no workaround e.g. high value or high volume incidences preventing cash receipting, generation of PR’s, receipting of goods and services, journal processing.

Medium Priority Critical issue with workaround or disruption to a non-core business function. If workaround is valid for short term only this item may need to be re categorised into the critical category prior to resolution.

Low Priority High priority issue with workaround or disruption to a non-core business function with workaround. If workaround is valid for short term only this item may need to be re categorised into the high priority category prior to resolution. These incidences are typically low value or low volume such as one-off or exception events.

Project Ticket This is for tickets which are not impacting on existing business functions or which form part of a larger piece of work which may include non-systems work, or have been identified (escalated by Jira work request or EMR) to ITES support.

Escalation Process 5.4

Any UNSW employee can raise an incident or request directly with the Finance Helpdesk or IT Service Centre by email or phone call. First level support (AP/AR/FHD) must escalate incident to the Finance Helpdesk Manager for evaluation prior to escalate to FBS if related to NSF systems. If a resolution can’t be found in the first instance, the SSA’s will provide advice. If the issue is still not resolved, then a Jira work request (Tool whereby FBS interacts with IT) will need to be raised by the FBS Support team.


Communication 5.5

Liaise with CASD team (where necessary) to arrange communications for issue related to high/critical incidents to be communicated via IT Service Management Office . Email content to be provided in collaboration with FBS.


6 RACI matrix

Below is the RACI Matrix for critical elements of this support service and the teams that deliver this.

RACI stands for:

• Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this.

• Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly.

• Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out.

• Informed: Is defined as the person(s) who need to be informed about the prescribed activity

High level task Service group Description

IT SMO

IT Service Centre


IT Delivery/ IT Prod Services

Finance Helpdesk

Finance

FBS Support Team

Owns the service (NSF) I C C,I C, I C,I C,I A,R

Is the primary contact/custodian for the end to end service and its performance.

Provide application support of the NSF service

C C,I,A C,A C I C,I A,R

FBS are the system owners for NSF. FBS provide Level 3 functional support. IT Service Centre provides system access.

Provide financial operation support for process & transactions

I A A,R C,I

Finance Helpdesk for first level support issues; FISS provide support for transaction issues; CS Support/ Management Accountant for reporting; DSFP/CF for General Ledger

Provide configuration of application C,I C,I I C,I,A A,R

FBS provide configuration support for NSF service.

Provide operational support for process & transactions

I I R,A,C C,A I C,I A

FBS provide support for transaction issues and approve migration of releases to production


IT SMO

IT Service Centre


IT Delivery/ IT Prod Services

Finance Helpdesk

Finance

FBS Support Team

Provides operational & administrative support for NSF hosted infrastructure environments including: DB Hosting, Servers, File Transfers

I I C,I A,R C,I

Provides operational and administrative support for the application and supporting environments including Autosys batch scheduling with interface partners.

Provides backup and restore support for underlying service infrastructure

I I C, I A,R I I C, I Provide custom integration for sites external to UNSW.

Manage the process of Requests/ Incidents through to resolution using JIRA.

C, I I,C A,R A,C I,C I,C A,C

Internal process for managing defects through the lifecycle and into production. The Release Manager will manage this process.

Provides service reporting A,R I C A A A,C,I

Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders.

Production Support including Citrix, DB Hosting, Servers, File Transfers, Infrastructure, Networking

C I R,A I I C

PROD Service have Event and References services which is currently file transfers and processing by Finance should be responsible for data integrity solutions.


7 Appendix

Glossary section below covering all terms/categories. 7.1

Glossary of Terms

FBS Finance Business Solutions

NS Financials Otherwise known as Oracle or PeopleSoft systems

IT Service Centre 1st level contact for IT

FINSYS Financial Systems Support

NSS Helpdesk Team that deals with NSF Access requests (including SiMS, PiMS)

PeopleSoft Otherwise known as Oracle or NS Financials

Oracle Otherwise known as PeopleSoft or NS Financials

SMO Service Management Office

Autosys IT scheduling tool

Interface Refer to section 7.2 diagram

NSF New South Financials

Calumo Budget & Reporting team

Production NSF live environment

Vendors UNSW suppliers and employees

Script/EMR Refers to an IT PeopleSoft command or an Emergency Migration Request

Business Owners Includes Corporate Finance, Accounts Payable, Accounts Receivable, DSFP, Procurement

FiSS Finance Shared Services

CASD Software used to raise requests and incidents

Incident The system or function is not working as expected which causes or may cause an interruption to a service or a reduction in the quality of a service

Request A formal proposal for a system change to be made. This includes adding new functionality as well as changes to existing functionality.


Interfaces impacting Financials 7.2


UNSW Financial Systems Support Service Arrangement System Service Definition 7.3summary.

Summary Table Service Definition.xlsx

End of Document

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