Umoja Realisation Workshop Cluster 3

Transcription

1 Umoja Realisation Workshop Cluster 3 Nairobi, February PRODUCTION APPLICATION SUPPORT

2 Umoja End User Support Approach Umoja team will provide integral support to the end user community People Monitoring Guidance Answers Umoja Functional Support Team deployed in Hubs for 4 weeks after go live Local Process Experts available for local support Functional Issues and ineed Metrics are reported on a daily basis Support Team tracks progress and issues via VTCs with sites Ramp-Up Plan for the first month with daily activities Daily WebEx Sessions from Hubs to guide users through ramp-up activities and to address issues Training and User Aids on iseek Umoja Talk community of practice Umoja Support Helpdesk and Process Experts 2

3 Application Support Structure Job Aids Local Process Experts (LPE) Tier 0 Training Materials USER Communities of Practice Tier 1 Global Service Desks Consultation, Advice Guidance, Direction No ineed ticket Tier 2 UNICC Nairobi Bankgok Business Process Experts (PEs) Tier 3 Umoja Competency Centre (Technical Business Analysis to perform Break/Fix FRICEW & Configuration) User locations (HQ, Field) Managed by PK/DFS Managed by OICT Managed by Umoja (Eventually mainstreamed to CITO Managed by Process Owners 3

4 Tier Support Structure Tier 0 First line of defense providing answers to basic troubleshooting and how-to questions to the end-user Umoja documentation including training materials, job aids and access to Community of Practice (support, network and FAQ) Local Process Experts serve as the local support team to the end user community in assigned process area Serve as the local support team to the end user community in assigned process area. Serve as the first line of defense providing answers to basic troubleshooting and how-to questions to the end-user to supplement the Community of Practice (COP) and Umoja training materials and job aids. Confer with Business Process Experts on how to questions and technical matters Service requests logged in ineed will notify Tier 2 / 3 of critical/high incidents and problems 4

5 Tier Support Structure Tier 1 Local Service / Global Service Desk Desks agents are responsible for creation of robust, actionable SRs and work orders (where necessary) that are properly categorized, prioritized and assigned, and require little or no additional clarification Specifically, Tier 1 Agents are responsible for: Creating SR s with appropriate type (SR vs Incident) Categorizing using the proper Area and Sub Area values Distinguishing between Application and Infrastructure issues Distinguishing between Incidents or Requests for Service Prioritizing according to established guidelines considering impact and urgency Creating Work Orders when issues cannot be resolved locally, and assigning those work orders to the proper Assign-To Group Additionally, SR creation includes ownership and the responsibility to actively monitor status and follow up as necessary to ensure the issue/request is addressed to the end user/poc s satisfaction. 5

6 Tier Support Structure Tier 2 Support Centre Support Centre is managed by UNICC in Brindisi and New York is the initial escalation point for all Service Requests that cannot be resolved locally Tier 2 reviews details of the Service Requests and Work Orders, ensuring that they are properly categorized and prioritized, and notifying Tier 1 if any changes if necessary or additional information is required Tier 2 resolves incidents and fulfils requests within the scope of their expertise, escalating to Tier 3 as and when necessary 6

7 Tier Support Structure Tier 3 Application Competency Centre Design, Build, Test break-fix tickets engaging the appropriate resources. Technical design, build, test of FRICEW (Forms Reports Interfaces Conversions Enhancement and Workflow) and Business Intelligence for each service request Process and configuration design, build, test for each service request Enterprise/security role design, build, test for each service request Batch job design, build, test for each service request 7

8 How does it work Umoja is not working or I need an answer to a how to question Check iseek to see if a Training Guide or Job Aid exists. If the answer cannot be found on iseek, search for the inquiry on the Umoja Talk Communities of Practice. If the answer still cannot be found in either place, consult the Local Process Expert (LPE) who will as necessary seek guidance from the Process Experts If the LPE / PE cannot resolve your issue, then the LPE / PE will contact the GSD to raise an ineed ticket for Tier 2 or Tier 3 action 8

9 Types of Production Issues Incidents Requests For Service Customer Assistance Technical Issues Application Issues Routine Maintenance Enhancement Requests How-To Questions Explanation of Standard System Behavior System Performance and Availability Application does not behave as designed User Provisioning Workflow Updates New Functionality 9

10 Additional Assistance Post Go-live Ramp up Activities 10

11 Ramp Up Period The Ramp Up period for Cluster 3 will begin on 1 July until early August to help Cluster 3 Entities transition into using the Umoja system by providing technical support and training Activities during Ramp Up will be coordinated by Production Support Team in UNHQ by leveraging Hub Teams Production Support Team UNHQ 11

12 Lessons Learned from Cluster 1 now in place for Cluster 2 Hold sites accountable for inventory of blackout forms Sites should report how many blackout forms were created during the system outage, and how many have been entered Two steps added to ramp-up plan: 1) obtain full inventory of blackout forms and 2) obtain DMS certification that all blackout forms are recorded by 21 March 2014 For Finance: breakdown of blackout form in updated ramp-up plan Umoja to monitor more closely progress in recording blackout forms Emphasize pre-execution tasks in ramp-up plan prior to creating transactions Validate all BPs exist and are enriched Validate that all POs (item type, amounts) are correct Goal is to get ahead of the curve and not wait until GR/payments are due 12

13 Support Package What is the Support Package? A package of information containing guidelines and quick reference guides for any resources involved in Production Support Who is the Support Package for? Tier 0 (LPEs), Tier 1 (GSD), Tier 2 (UNICC and Business process Experts) and T3 (Umoja Team) What is in the Support Package? Cluster 3 Production Support Kick-Off Information Cluster 3Production Support Quick Contact Sheet Local Support Team Roster ineed Standard Operating Procedures User Provisioning Standard Operating Procedures Business Partner (BP) Master Data Maintenance Process User Quick Guide Where can I find the Support Package? Final version will be posted on iseek Current Cluster 2 is posted 13

14 Stabilization Approach 14

15 Stabilization Approach Hypercare Steady State Ramp Up Phase I and II Stabilization Ongoing Support Umoja / Business Process Experts temporarily deployed to hubs for initial ramp-up period Local Process Experts serve as Tier 0 support Local Process Experts provide full time allocation to shadow Umoja Process Experts in troubleshooting. Regular meetings with Umoja, hubs, and missions to monitor issues and progress. Ramp-up process expected to take approximately 4 weeks. Business Process Experts provide support to the Local Process Experts on an as-needed basis Local Process Experts serve as Tier 0 support and initial assessment of tickets Main issue communication to Tier 2 and Tier 3 support is via ineed. Weekly meetings with Umoja, hubs, and sites to monitor issues and progress toward steady state. Phase completed once defined exit criteria are met. Transition possible on an area by area basis. Local Process Expert is primary support for all functionality Business Process Experts continue to support through the Communities of Practice / direct liaison. Communication to Tier 2 and Tier 3 support is via ineed. Support meetings held on an adhoc, as needed basis Access to Business Process Expert to provide additional support to the Local Process Experts on an as required basis. Daily reporting on critical production issues and ineed metrics Go Live Transition Begins End of Stabilization 15

16 Questions 16