GXS Global Managed Services Production Support

Transcription

1 GXS Global Managed Services Production Support Training for Verizon Yvonne Malcom Customer Support April 12, 2007

2 Service Delivery Model INFRASTRUCTURE Global Support Program Management Focused Project Manager assigned Scheduled status meetings and scorecard reviews Global Network Platform High availability software for fail-over; 12 hour DR 2 year data archival; daily and weekly backups Pre-production and Production environments Connectivity Customer Host Access to GXS Many communication protocols supported 24x7 System Monitoring System alert monitoring and tracking Detection and resolution of system failures Transaction Visibility Document Cycle Tracking Service (DCTS) Production Support 24x7 client Help Desk 24 hour FA tracking with TP notification Delinquent FA Report Proactive, Same Business Day Error Reporting (Network, translation, mapping) Data reprocessing and resending Map Development / Maintenance New map development Customer Care Enabling Critical map change requests supported 24x7 Translation and Document Routing EDI, XML, IDOC, proprietary, pass through Mailbox delivery (no VAN or Interconnect fees) Trading Partner Implementation Network and Interconnect setups Production Change Mgmt for TP Community 2

3 Differentiators Managed Services -Monthly Activities ALERTS 89% DCTS 25% Calls 2% Calls 2% s 9% S 9% Calls s MDS/ITO DCTS Managed Services is not traditional customer support MDS/ITO 64% GXS performs the proactive monitoring and management of your transaction activities More pro-active then reactive The bulk of the interaction between GXS and Managed Services customers happens via 3

4 Proactive Document Monitoring Managed Services Client Managed Services Operations Event Manager Escalation notification Status Reports BANK GXS proactively manages events and sends notifications to trading partners and/or customers Failure to Receive Acknowledgements Receipt of Rejected Acknowledgements Translation and Transformation Failures Third Party Rejects Network Sender Errors Automated, customized escalation procedures assure prompt attention and resolution 4

5 Key Facets Functional Acknowledgement (FA) Tracking Tracking and notification on your behalf if trading partner (TP) fails to send back FA (or FA rejections) Error Reporting Identification, resolution and notification of inbound or outbound file failures Reasons for failures: ANSI compliance, TP set up, Map translation failure; Missing data fields Event Monitoring Custom business rules will be set up in Document Cycle Tracking system (DCTS) If event rule is triggered, GXS will notify Verizon or take appropriate action System Monitoring/Planned/Unplanned Service Disruptions 24x7x365 monitoring of the health of the Production system Monitoring Diagnostics System (MDS) detects problem and GXS proactively notifies Verizon Updates provided until resolution 24x7 live Helpdesk support 5

6 Support Call Handling EC Service Center Customer ECSC Operations Business and technical users Call Tracking Help Desk The Client calls the GXS Help Desk that either handles the call directly or escalates to GXS Level Two Support Problem Ticket opened and tracked through resolution 6

7 Verizon Solution 24 X 7x 365 live support and applications monitoring Shared Toll Free number for Managed Services customers Live support agents would respond and resolve Engaging Monitoring and Alerts team, mapping and implementation teams as necessary Customer Profile available for all agents along with ticket history Customized escalation procedures Knowledgeable Support Representatives (2006 attrition at 7.33% in Manila center and 0% in US) Technical and business process support Problem Reporting Phone and Severity and Metrics driven Daily Quality Call process helps track and manage major issues and escalations 7

8 Verizon/GXS Joint Operating Procedures Escalation and Notification Procedures to Verizon Call Handling Ticket Handling How to open, escalate and close a Verizon ticket Proactive Monitoring What is monitored? What is the action needed to correct a detected problem for each alert? Alert Matrix to be developed System and Data Flow Diagrams Documented and points of failure identified Customer Profile available Connectivity problem resolution procedures and escalations for each protocol documented Help Desk and Ticket Reports 8

9 Scorecarding Customer Support Performance Availability GXS Sample Availability SLM Report Report Created: 2005/05/08 11:59 ET Reporting Period: 2005/05/01 11:50:05 ET through 2005/05/08 11:45:05 ET GXS Proprietary and Confidential Information Six Sigma Defect Report Metric Name Metric Description Metric Value Actual SLM The SLM is calculated as follows: Total Opportunities minus the Total Defects divided by the Total Opportunities and then multiply by % Target SLM The level of system availability agreed to provide for Sample % Total Opportunities All successful and unsuccessful Heartbeat Transactions. 1,959 Total Defects All late or missing heartbeat transactions. 7 Elapsed Time Maximum amount of time that can elapse before an unreconciled heartbeat transaction is declared a defect and is expressed as HH:MM:SS. 0:30:00 Throughput GXS Sample Customer Throughput SLM Report Report Created: 2005/04/01 12:00 GMT Reporting Period: 2005/02/28 09:55:09 GMT through 2005/03/31 02:46:51 GMT GXS Proprietary and Confidential Information Six Sigma Defect Report Exclusion Report Tier Defects Opportunities Target SLM (HH:MM:SS) Actual SLM (HH:MM:SS) ,085 0:05:00 0:00: :10:00 0:00: :15:00 0:00:56 Severity Major Severity Moderate Severity Minor GXS Sample Help Desk SLM Report Report Created: 2005/05/01 08:00 GMT Reporting Period: 2005/04/01 through 2005/04/29 Measure ment GXS P roprietary and Confidential Information Six Sigma Defect Report Max Total Total Target Actual Time Defect s Cases SLM SLM Response 1 Hours % 100% Resolution 1 Day % 100% Measure ment Max Total Total Target Actual Time Defect s Cases SLM SLM Response 4 Hours % 100% Resolution 2 Days % 100% Measure ment Help Desk Max Total Total Target Actual Time Defect s Cases SLM SLM Response 8 Hours % 100% Resolution 3 Days % 96% Total Cases 28 9

10 2007 Planned Improvements Globalization of support infrastructure No longer supporting Managed Services client via regional teams (Q1) New Production Support model to include dedicated Tier 1 and 2 resources and dedicated Ready to Serve (RTS) engineering (Q2) Aptsoft tool implementation Aggregation of alerts and monitoring functions into 1 screen (late Q2/early Q3) New Problem Management System 1 tool for all support levels; Service level automation (Q2/Q3) Agent and Customer facing knowledgebase Replaces current solutions database 10

11 Backup Slides.. Help Desk Details FA Tracking Error Reporting Inbound Error Reporting - Outbound System Monitoring Roles and Responsibilities 11

12 Helpdesk Organization & Information 24 x 7 x 365 Global Support Client Help Desk for PRODUCTION issues live support and applications monitoring Knowledgeable Support Representatives for Technical and Business Process Support Severity & Metrics driven [Major (Sev1), Moderate (Sev2), Minor (Sev3)] Phone ( ) or (GLOBALSUPPORT@GXS.COM) for problem reporting and communications Call tracking system (Vantive) to log and report on all calls received and resolved 3 tier escalation process with Daily quality calls and continuous process improvement Customized Escalation procedures: Communicating with the ECSC Guide to Using the GXS Managed Services Helpdesk 12

13 Helpdesk Organization & Information SAMPLE ISSUES FOR PRODUCTION SUPPORT: 1. My customer did not receive my data 2. I did not receive my customers file, did GXS receive it? 3. Did my customer acknowledge my Invoice? 4. Please resend or reprocess this PO# XXXXX. 5. Please change the PO# mapping as follows. 6. I can t connect to the GXS system 13

14 Helpdesk: Questions/Actions: Confirm receipt of Managed Services helpdesk packet by Novartis OTC GXS to set up Novartis OTC Vantive Client ID: NOVOT Note: Currently tracking is on Vantive system. GXS will ensure that Client information is transferred to the new tracking service scheduled for roll-out towards the end of first quarter 2007 GXS to set up receipt of Vantive reports for Novartis OTC Daily? Weekly? Monthly? Client Weekly Tickets Report Report Interval: 9/6/06-9/12/06 Created: Sep 13, :35:37 AM Open Tickets Summary Client ID Case # Date Created Last Updated Age Severity Cause Company Subject NOVOT Sep 8, :27:09 AM Sep 8, :15:05 AM 5 MAJOR ECSC GXS Network NOVARTIS MAJOR NOVARTIS UNABLE TO COMMUNICATE WITH GXS Total Cases: 1 Closed Tickets Summary Client ID Case # Date Created Date Closed Severity Product Cause Company Subject NOVOT Sep 6, :47:14 AM Sep 6, :02:39 PM MINOR ESC OUTSOURCING CLNT GEN INQ NOVARTIS MINOR NOVARTIS WALMART VERIFY WALMART TRANSMISSION NOVOT Sep 12, :43:42 AM Sep 12, :40:52 PM MODERATE ESC OUTSOURCING CLNT SW CONFIG NOVARTIS MODERATE NOVARTIS CVS TP IS NOT RECEVING 852S NOVOT Sep 8, :36:57 PM Sep 9, :07:46 AM MINOR ESC OUTSOURCING ESC CLIENT DATA NOVARTIS MINOR NOVARTIS WALGREENS 997 NOT RECEIVED Total Cases: 3 Open Tickets Detail Case #: Client ID: NOVOT Date Created: Sep 8, :27:09 AM Last Updated: Sep 8, :15:05 AM Age: 5 Caller: Company: Novartis Severity: MAJOR Cause: ECSC GXS Network Subject: MAJOR NOVARTIS UNABLE TO COMMUNICATE WITH GXS Description CAN'T REACH GXS VIA AS2 - NEED COMMS SUPPORT 14

15 FA Tracking If your trading partner fails to send back the FA [997], GXS will automatically e- mail your trading partner 1 business day (configurable) after the outbound document has been sent. If the TP does not respond to the first attempt to contact, GXS will automatically your trading partner 2 business days (configurable) after the outbound document has been sent If the TP does not respond to the second attempt to contact, GXS will call your trading partner 3 business days (configurable) after the outbound document has been sent If the TP does not respond to the 3rd attempt to contact, GXS will notify Novartis OTC via the Outstanding Issues List and FA Tracking for that document for that TP will cease. If the TP does not have capacity to (or) continuously fails to send back FA s, GXS will place them on DO NOT TRACK status and will not provide FA tracking services for that TP If the TP returns a REJECTED FA, GXS will contact the trading partner to determine the cause of the rejection and notify Novartis OTC. 15

16 FA Tracking Sample Issues List 16

17 FA Tracking Sample Do Not Track Rept. 17

18 FA Tracking Questions/Actions: Does Novartis OTC want to be copied on the individual delinquent FA notifications? What is the distribution list at Novartis OTC for the FA Issues List and Do Not Track report? How often would Novartis OTC like to have the FA Issues List sent? Weekly, Daily? Does Novartis OTC want GXS to follow up AK9_01 values of R (Rejected), P (Partial Acceptance) and E (Accepted with Errors)? 18

19 Error Reporting - Inbound If an inbound file is received from your trading partner it may fail due to any of the following: ANSI Compliance Trading Partner setup Map Translation failure In the event of a data failure within GXS, we will identify, resolve and notify the appropriate parties via within the same business day. If inbound, GXS will notify the TP with a cc: to Novartis OTC. If outbound, GXS will notify Novartis OTC only. If the reason for the failure is due to ANSI compliance, GXS will generate a REJECTED functional acknowledgement that will be returned to the trading partner in addition to the error notification. If the reason for the failure is due to an issue on the GXS environment (e.g., trading partner setup or map issue), GXS will notify Novartis OTC, correct the issue and reprocess the data. 19

20 Sample Inbound Error Report Attention Production Issue Action Required By: SAMPLE TP Trading Partner: SAMPLE TP Document Type: Product Activity Data(852) Document Reference: Error: Invalid of sequence of segments occurred. Details: Refer to line 558 and 559 of input file. There should only be one (1) LIN segment after the ZA segment. <<<<<Skip>>>>> ZA*QT*22*EA*007* ZA*QA*3280*EA*007* ZA*QS*400*EA*007* LIN**UP* *CB* LIN**UP* *CB* ZA*QT*4*EA*007* ZA*QA*988*EA*007* ZA*QS*51*EA*007* Action Required: Please correct and resend. GXS Reference Number: F GXS Session Number: See Attached Data Files: This is a system-generated ; please do not reply to this message. If there are any questions regarding this error message, please contact or globalsupport@gxs.com

21 Error Reporting - Outbound If an outbound file is received from Novartis OTC it may fail due to any of the following: Missing required fields [data] Trading Partner setup [setup] Map Translation failure [map] In the event of a data failure within GXS, we will identify, resolve and notify Novartis OTC via within the same business day. If the reason for the failure is due to an issue on the GXS environment (e.g., trading partner setup or map issue), GXS will notify Novartis OTC, correct the issue and reprocess the data. 21

22 Sample Outbound Error Report Attention Production Issue Action Required By: Sample Client Trading Partner: Zellers Document Type: 856 APRF: HANDLO856OPFF Document Reference: Error: The data failed because of a missing mandatory 7000 record loop. The file only contained records up to the 6390 record. Action Required: Please correct the data and resend. DCTS Reference Number: F GXS Session Number: See Attached Data Files: This is a system-generated ; please do not reply to this message. If there are any questions regarding this error message, please contact or globalsupport@gxs.com. 22

23 Error Reporting: Questions/Actions To what distribution list at Novartis OTC should GXS send the error notifications? 23

24 System Monitoring GXS production support team monitors the health of the production system 24X7X365 using MDS. MDS detects issues outside of the data translation process such as availability, capacity, performance, utilization, system health-check failures, file latency and communications issues. In the event of an unplanned service disruption on our system, GXS will notify Novartis OTC, providing periodic reports until the issue has been resolved. GXS is also responsible for advance-notification to Novartis OTC when a planned service disruption is scheduled for GXS system maintenance. 24

25 System Monitoring: Sample Unplanned Service Disruption Subject: ECSC Managed Services Disruption Technical Service Bulletin (GXS-AM[YYMMDD]-[xx])) GXS Operations Center [Time] [AM/PM] [EST/ET] [Day] [Date] ECSC Managed Services Disruption to GP8 -Description- GXS is currently experiencing a service disruption affecting our GP8 Managed Service (ECSC) customers. This incident began at approximately on. Affected users will not be able to send or received documents as a result of this service disruption. At this time, we expect to restore full functionality by. We will issue the next update regarding this incident at today or as conditions change. -Impacted Services- -Additional Information- For additional information regarding this bulletin, globalsupport@gxs.comor contact GXS Managed Services Helpdesk directly at US: or visit for worldwide contact information. 25

26 System Monitoring: Sample Planned Service Disruption Subject: ECSC Managed Services Extended Maintenance Technical Service Bulletin (GXS-AM[YYMMDD]-[xx])) GXS Operations Center [Time] [AM/PM] [EST/ET] [Day] [Date] ECSC Managed Services Extended Maintenance -Description- An extended maintenance window is scheduled for that will affect certain ECSC Managed Services. This extended window will -Impacted Services- Users will be unable to -Event Duration- The maintenance window will commence at on and is estimated to be completed by on. This will be a hour extension to the standard ½ hour maintenance window. -Additional Information- GXS Client Services will provide notifications at the start and completion of this extended maintenance window through our standard customer notification system. For additional information regarding this bulletin, globalsupport@gxs.com or contact GXS Managed Services Helpdesk directly at US: or visit for worldwide contact information. 26

27 System Monitoring: Questions/Actions What distribution list should GXS use to notify Novartis OTC of planned or unplanned service disruption? What Services (ex. AS2, Interconnects, ICS) would Novartis OTC like to be notified of in the event of a service disruption? 27

28 Roles & Responsibilities Error reporting: GXS Managed Services is responsible for notifying Novartis OTC and/or the TP when an error occurs that requires either party s action. GXS does not follow up to see that data has been corrected and resent. It is the responsibility of Novartis OTC to track these issues once GXS has reported the error. The GXS helpdesk or DCTS is always available for any inquiries related to the resending of the data. FA Tracking: GXS Managed Services will make three attempts to contact your trading partner for each outbound transaction. If we are unsuccessful in obtaining a 997, verbal or written acknowledgement, we will put the trading partner and transaction on the issues list. It then becomes the responsibility of Novartis OTC to determine whether or not the TP has received the transaction. Trading Partner Issues/Questions: GXS Managed Services is not staffed to accept calls or s from your trading partner community. Trading Partners should either contact the GXS VAN or their own VAN for assistance or direct their inquiries to Novartis OTC. Novartis OTC would then have the option to contact the GXS Managed Services helpdesk to pursue the inquiry. Examples: Data which has failed within the TP s application (not a compliance issue) Non-receipt of data Event Monitoring: In the event data is not received from a particular trading partner based on an Event rule that is in place, GXS will send an to Novartis OTC with this notification. It is then Novartis OTC s responsibility to follow up with the trading partner to send the data. The GXS helpdesk or DCTS is available to respond to any further inquiries with regard to the receipt of the data. 28