project merlin production support transition plan

Project MerlinProduction Support Transition PlanMarch 31, 2009

Purpose

The purpose of this document is to outline the process for handing off of application support from the project team to a production support team. The scope of this document specifically excludes system and server administration, application administration, DBA support, and Help Desk support, though these functions may be referenced in certain sections of this document.

Overview

Project Merlin is a multi-year, multiphase, business transformation initiative to replace all disparate systems and obsolete business processes with an all Oracle solution that will meet global requirements. As various phases and waves of the project go live there is a need to smoothly hand off production support from project team members to a dedicated support team.

Beginning in March 2008, Zebra engaged with Fujtisu Consulting to provide support for our Oracle 11i footprint. Zebra is currently using various Oracle 11i modules to manage our North American service and support operation and lead/opportunity management process. In Q1 2009 Fujitsu assumed limited support for our CRM and Oracle R12 footprints deployed for Release 2 Wave 1. The intention is to continue to leverage Fujitsu to provide post go live application support as future releases go live. A resource review to flex the team members and size as required to meet the evolving support needs of the organization is part of the support plan.

Roles and Responsibilities

Various roles and responsibilities are described in this document in support of the plan. The below table lists the roles and responsibilities and where appropriate the current named resource.

Role Organization Responsibility Current Named Resource

Zebra Application Support Manager

Zebra Overall responsibility for application support, management oversight of on shore and offshore processes and resources

Dan Tokarz

Strategic Consultant (SC)/BSA

Zebra Solution design and deployment per project deliverables

Various

Project Manager/Lead Zebra Project delivery VariousProgram Manager Zebra Program delivery VariousApplication Support Zebra Functional application support post go live VariousApplication Support Fujitsu Functional and/or Technical application support

post go live, could be on shore or offshoreVarious

On Site Coordinator Fujitsu Coordinate day to day activities for Fujitsu Venkatesh Tatireddy

Project Manager Fujitsu Assist with process documentation, escalation point for issue resolution, assist engagement manager`

Harish Chauhan

Engagement Manager Fujitsu Overall responsibility for the engagement Open

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Support Plan

The points listed below should be outlined in a specific support plan for each release and/or wave within a release. Depending on the complexity of the release/wave separate plans by module or functional area may be appropriate. Various project team members may be accountable for specific content, however, the support plan is the responsibility of the Application Support Manager.

Access to Project Documentation and CRP/SIT/UAT Participation

A good basic knowledge and understanding of the solution being delivered is essential to providing effective production support for any application. This understanding should include basic business process, front end and back end application and database knowledge, and knowledge of all RICE components deployed to support the solution. The following table lists the information that should be available to the support team and formal events where the support team should be engaged to gain this knowledge.

Documentation/Event Responsible for Delivery Application Support Resource RequirementProject Scope and Timeline

Project Manager/Lead or Program Manager

On Site Coordinator, Project Manager, Engagement Manager, Zebra Application Support Manager

Mandatory

CRP1 Project Manager/Lead or Program Manager

On Site Coordinator, Zebra Application Support Manager

Optional



Optional



Optional

SIT Project Manager/Lead or Program Manager


Mandatory

UAT Project Manager/Lead or Program Manager


Mandatory

User Training Project Manager/Lead or Program Manager

On Site Coordinator As Appropriate

Scope and Role Definition

Project Merlin will deliver a broad solution footprint that includes numerous applications and modules deployed in multiple phases and waves. For each wave the specific support need and roles of the support team may differ. For example, depending on the scope and/or complexity of the releases the level of functional support will vary. It is the responsibility of the Project Manager or Lead for each specific release, in conjunction with the Zebra Application Support Manager, to determine the scope and level of support to be provided. The deliverable should include modules and processes to be supported including any applicable RICE components, type of support (functional, technical or both), and regions or time zones to be supported.

Resource Review

Based on the defined scope of the release, a resource review should be conducted to access the current capacity and skill set of the team to determine if adjustments need to be made. The Fujitsu Engagement Manager and/or Project Manager, in partnership with the Zebra Application Support manager, is responsible for the resource review. If the support scope is determined to include permanent Zebra functional/technical resources it is the responsibility of the Project Manager/Lead to ensure resources are defined and named.

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Documentation and Solution Review

As appropriate, solution specific detail should be documented by the project team and made available to the support team. This detail should include:

Access to appropriate SharePoint sites that house setup up documents, MD50/70/120 documentation for RICE components, etc.

Detail on interfaces and conversions List of anticipated FAQs based on UAT feedback. List of SCs/SMEs and BSAs by functional area including contact information. Access to all appropriate environments at the level required to provide the agreed upon

support

Delivery of this content should be accomplished during formal knowledge transfer (KT) on the solution(s) to be supported. The KT sessions should be face to face where practical, at a minimum Web Conferencing should be utilized to delver appropriate content. The Fujitsu On Site Coordinator is responsible for ensuring that all delivered documentation is transferred to the IS Prod Support SharePoint site at:

http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx.

Ownership and maintenance of the documentation post go live is the responsibility of the Fujitsu On Site Coordinator.

The Project Manager/Lead, in conjunction with the Application Support Manager, is responsible for ensuring the solution review is completed.

Process Flow

Process flow diagrams that outline handling of support cases should be developed or updated for each release and wave of the project. The process flow should show the call to resolution flow including hand offs or communication with other IS groups, including the Help Desk and Application Administration. The Application Support Manager is accountable for the process flow diagrams.

Sign Off

The Application Support Manager and the appropriate Project Manager/Lead will jointly sign off on the plan to indicate acceptance of transfer of support responsibility from the project team to the support team. This sign off will typically be after UAT and prior to Go Live.

Go Live

During the first two weeks after post go live the support team will work in conjunction with the project team to ensure a smooth launch of the solution. During this time it is expected that the project team will remain engaged in issue resolution. After two weeks it is expected that the support team will assume full responsibility for support as defined by the support scope.

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http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx

AIM

PM.020 PRODUCTION SUPPORT

R2W2 – North America P2P, iExpense, CRM, Global HR Self Service

Author: Dan Tokarz

Creation Date: March 31, 2009

Last Updated: April 1, 2009

Document Ref: PM.020R2W2

Version: 1.0

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Document Control

Change Record

6

Date Author Version

Change Reference

31-Mar-2009

Dan Tokarz Draft 1a

No Previous Document

01-Apr-2009

Dan Tokarz 1.0 Initial release

Reviewers

Name Position

Andy Bloomfield Director, Change Management and Process Improvement

Deepak Kaul Director, Change Management and Process Improvement

Brad Brown Project QA

Distribution

Copy No.

Name Location

1 R2W2 Sharepoint Site http://03s03sharepnt01/sites/projects/ERP/r2w2teamsite/Shared%20Documents/Forms/AllItems.aspx

234

Note To Holders:

If you receive an electronic copy of this document and print it out, please write your name on the equivalent of the cover page, for document control purposes.

If you receive a hard copy of this document, please write your name on the front cover, for document control purposes.

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Contents

Document Control.................................................................5

Purpose.................................................................................7

Scope....................................................................................8

Rice Components..................................................................9

Knowledge Transfer Plan....................................................10

Production Support Process Flow........................................11

Planned Resource Requirements........................................13

Environment.......................................................................16

User Administration and Security.......................................17

Help Desk First Response – FAQ.........................................18

Open and Closed Issues for this Deliverable.......................19

Open Issues..................................................................19Closed Issues................................................................19

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Purpose

The purpose of this document is to address the production support plan for Merlin R2W2. This plan includes scope of modules and components to be supported, level of support, knowledge transfer processes, resource planning, and process flow of production support and user administration.

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ScopeThe scope of this support plan includes the following modules. There are also some references here and elsewhere in the document to modules or functionality deployed in earlier releases to clarify support for these areas.

Application Module Notes RegionOracle R12 iExpense NA

HR Self Service Global

Finance Limited to support deployed modules

NA

Electronic Payments (Exp Rpts, Supp Pmts

NA

P2P Indirect purchases only NA

Siebel CRM Campaign Management

NA

CRM Partner Management

NA

UCM NA

Other AIA/SOA Global

Security Admin GlobalInterfaces Global

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Rice Components

The following table lists the specific RICE components deployed with this release and the support requirements.

R/I/C/E Name Functional Description

Support Needs Support resource(s) Notes

Report PO Mask Purchase order Templates

Troubleshoot issues, updates to support change in business process

Fujitsu Application Support

2 separate versions, EMEA and NA

Report HRMS weekly audit report

Report to confirm all changes processed normally



Extension HR self service LOV for absence management

Limit LOV display by region



Report VAT reports Tax report Troubleshoot issues, updates to support change in business process


Summary and detail, EMEA only

Extension/Report

JP Morgan check print

Check printing Troubleshoot issues, updates to support change in business process


Report Payment Register

Payments report Troubleshoot issues, updates to support change in business process


Extension MC Remittance Advice

Generate CC payments



InterfaceInterfaceInterface

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Knowledge Transfer Plan

The following table lists the specific knowledge transfer required to transition support to the support team. The support team lead is responsible for ensuring knowledge transfer is disseminated through the rest of the team. Documentation will be housed at the IS Production Support Sharepoint Site.

http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx.

Module or Component SC/BSA/Developer Support Team Lead

Format for Knowledge Transfer

Knowledge Transfer dates

EMEA Oracle R12 and Siebel

Stan Beaumont, Teresa Gott, John Putt, Colin Marriott

Manoj Kumar On site hands on review of solution, transfer of relevant documentation to support team

30-Mar-09 thru 09-Apr-09

Interfaces Geetha Patabandla, Fujitsu offshore

Venkatesh Tatireddy

Web conference, transfer of relevant documentation to support team

06-Apr-09 thru 10-Apr-09

Siebel NA deployment Jason Allie, Marc Osorno

Venkatesh Tatireddy

SIT participation, TBD

TBD

Oracle iExpense Sailaja Yellaturu Venkatesh Tatireddy


TBD

Oracle HR Self Service

Sripriya Srinivasan Venkatesh Tatireddy

TBD TBD

Oracle Finance Tom Wiezorek, Mary Ciolino

Venkatesh Tatireddy


TBD

P2P Paratesh Sharma Venkatesh Tatireddy


TBD

UCM Eva Larsen Venkatesh Tatireddy

TBD TBD

Reports/Extensions

Prashant Sharma Venkatesh Tatireddy

TBD TBD

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http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx

Production Support Process Flow

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Planned Resource Requirements

The following tables list the production support resource assignment for Merlin R2W2.

Support Area

EMEA Support

Week 1-2 Week 3 and onFunctional Technical Functional Technical

HD

Level 1 Support (log ticket and dispatch)

Zebra Floor Walkers

NA Zebra Help Desk NA

Siebel

CRM Campaign

ManagementColin Marriott

Fujitsu Application

Support

Colin Marriott → Contract Resource

Fujitsu Application

Support

Siebel


Colin MarriottFujitsu

Application Support


Fujitsu Application

Support

Siebel

UCM Eva LarsonFujitsu

Application Support


Fujitsu Application

Support

Oracle

P2P / iExpense

Teresa GottFujitsu

Application Support

Teresa Gott → Contract Resource

Fujitsu Application

Support

Oracle

HR Self Service

Teresa GottFujitsu

Application Support

Teresa Gott → Contract Resource

Fujitsu Application

Support

Oracle

Finance Stan BeaumontFujitsu

Application Support

Stan Beaumont → Contract Resource

Fujitsu Application

Support

Oracle


Susan Pearce ?Susan Pearce

?

Oracle

AIA/SOAGeetha Patibandla

Sankaran Srinivasan

Fujitsu Application

Support

Geetha PatibandlaSankaran Srinivasan

Fujitsu Application

Support

Oracle

DBA-Oracle NA?

NAFujitsu DBA

Siebel

DBA-SiebelNA

? NA Fujitsu DBA

AllSecurity Admin


Fujitsu DBAFujitsu Application

SupportFujitsu DBA

All InterfacesFujitsu Application

Support

Fujitsu Application

Support


Fujitsu Application

Support

Super UsersCRM Campaign Management ?CRM Partner Management ?UCM ?P2P / iExpense ?HR Self Service ?Finance ?Electronic Payments (Exp Rpts, Supp Pmts ?

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Support Area

NA Support

Week 1-2 Week 3 and onFunctional Technical Functional Technical

HD

Level 1 Support (log ticket and dispatch)

Zebra Floor Walkers NA Zebra Help Desk NA

Siebel

CRM Campaign

ManagementJason Allie

Fujitsu Application

Support

Jason Allie → Contract Resource

Fujitsu Application

Support

Siebel


Jason AllieFujitsu

Application Support


Fujitsu Application

Support

Siebel

UCM Eva LarsonFujitsu

Application Support


Fujitsu Application

Support

Oracle

P2P / iExpense

?Fujitsu

Application Support

?Fujitsu

Application Support

Oracle

HR Self Service

?Fujitsu

Application Support

?Fujitsu

Application Support

Oracle

Finance ?Fujitsu

Application Support

?Fujitsu

Application Support

Oracle


Susan Pearce ? Susan Pearce ?

Oracle

AIA/SOAGeetha Patibandla

Sankaran SrinivasanFujitsu

Application Support

Geetha PatibandlaSankaran Srinivasan

Fujitsu Application

Support

Oracle

DBA-Oracle NAFujitsu DBA

NAFujitsu DBA

Siebel

DBA-SiebelNA

Fujitsu DBA NA Fujitsu DBA

AllSecurity Admin


Fujitsu DBAFujitsu Application

SupportFujitsu DBA

All InterfacesFujitsu Application

Support

Fujitsu Application

Support


Fujitsu Application

Support

Super UsersCRM Campaign Management ?

CRM Partner Management ?UCM ?

P2P / iExpense ?HR Self Service ?

Finance ?Electronic Payments (Exp Rpts, Supp Pmts ?

Fujitsu Application Support Team

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Listed is the Fujitsu Support Team. This represents current staffing and it is expected the current team will manage additional work from R2W2 without headcount increase. In additional to supporting modules deployed under Merlin the team also supports our Oracle 11i footprint. It is anticipated that work for 11i will continue to decrease and resources can be shifted to R12 and Siebel to handle the increased work load.

Role Resource LocationEngagement manager OpenProject manager Harish Chauhan Boston, MAOn Site Coordinator Venkatesh Tatireddy Lincolnshire, ILOffshore Lead Manoj Kumar IndiaOffshore Support Swetha Ameta IndiaOffshore Support Vanitha Suthari IndiaOffshore Support Bhanu Mowa IndiaDBA Navdeep Sani CaliforniaDBA Yogaeh Prajapati India

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EnvironmentThe following table shows a list of environments covered by this Application’s support plan. Please see the Share point link below for additional information on instance details. (http://03s03sharepnt01/sites/projects/techteam/Lists/Merlin%20Instance%20Status/AllItems.aspx?SortField=LinkTitle&SortDir=Asc )

1 2 3 4Environment / Instance name ERP - Prod Siebel CRM_PROD Siebel UCM_PRODEnvironment typeServer name z03hp41a, z03hp41b z03hp43a, z03hp43bURL / Link to environment https://erp.zebra.com http://

z03srlweb31a.zebra.lan:7782/htim_enu/

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https://erp.zebra.com/

http://03s03sharepnt01/sites/projects/techteam/Lists/Merlin%20Instance%20Status/DispForm.aspx?ID=8

http://03s03sharepnt01/sites/projects/techteam/Lists/Merlin%20Instance%20Status/AllItems.aspx?SortField=LinkTitle&SortDir=Asc

http://03s03sharepnt01/sites/projects/techteam/Lists/Merlin%20Instance%20Status/AllItems.aspx?SortField=LinkTitle&SortDir=Asc

User Administration and Security

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Help Desk First Response – FAQThe following table lists common questions a user may submit to the Help Desk and a potential answer to that question.

Potential Questions to Help Desk Response to Question TBD

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Open and Closed Issues for this Deliverable

Open Issues

ID Issue Resolution Responsibility Target Date Impact Date

Closed Issues

ID Issue Resolution Responsibility Target Date Impact Date

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Production Support RACI Chart

Project Item Description

Program Mgr

Project Mgr

Strategic Consultant/BSA

App Support Manager

In house SC/BSA

Eng Manager

Project Mgr

Support Analyst

On Site Coordinator

Project Team Support Team Support Partner

ProductionSupport

Develop production support plan (PM.020)

I C C A R I R R

Scope and role definition I R C A I C C

Documentation and solution review

I A R C I C R

Process flows I C C A R I R R

Resource Review I I A R C C

Plan acceptance and sign off I R A I C C

Post Go Live support C R I R A

Responsible: Assigned to execute activity. The degree of responsibility is determined by the Accountable person (R’s can be shared).Accountable: Ultimately accountable for completion of activity. There is only one ‘A’ for an activity and it cannot be delegated.Consulted: Must be consulted before decision or activity is finalized. Informed: Must be notified about completion or output of decision or activity.

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