Help Framework. Ticket Management Ticket Resolu/on Communica/ons. Ticket Assignment Follow up Customer - communica/on System updates Delay management

Transcription

1 Help for JD Edwards

2 Our Help Framework Ticket qualifica/on Ticket crea/on Ticket Rou/ng Closures L1 issues Resolu/on KG SOPs Co- ordinate Ticket Assignment Follow up Customer - communica/on System updates Delay management Ticket Management Ticket Resolu/on Communica/ons

3 Workflow for Help Phone Tool Walk in Note Issue / Incident Qualify Create Ticket Check KG and SOP Give Ini/al Solu/on Classify Ticket Provide L1 Solu/on Assign Ticket Follow Up on Ticket Obtain Resolu/on Update Customer Close Ticket

4 How does it work? Users 01 Note Issue / Incident Onsite / Global loca/ons SOP s KG Help Team Ticket Management L1 issue Resolu/on L2 /cket rou/ng and management Communica/ons Offsite L2 On Call Team P1 / S1 issues Onsite and offsite 24 X 7 SLA Based L2 Support Team P2 / P3/ S2 /S3 Offsite Time driven SLA Based L3 Support Team P2 / P3/ S2 /S3 Offsite Es/ma/on driven L4 Problem Tickets Offsite Es/ma/on based Disengage Help Engage project team

5 What does Help cover? Ticket Management Accep/ng issues Qualifying /ckets Ticket crea/on Ticket categoriza/on Ticket resolu/on (L1 only) Ticket assignment / rou/ng Ticket follow- up Customer communica/on on Ticket closure JD Edwards Password resets System lock issues Role assignment Role rela/onship issues Role removal Backup roles Query KG Provide sugges/ve solu/ons from Refer SOPs for solu/ons Security issues User crea/on Find ac/ve users Retrieve user level logs Func/onal L1 Issues CNC L1 issues KG

6 Typical 8cket level categoriza8on Support Level Descrip/on Ac/vi/es Level 1 Help desk Ticket categoriza8on Ticket assignment and rou8ng Installa8on Support User Account Management/Password Reset/ Access/Privileges What- is / How- to / When Calls Level 2 Level 2 Func8onal support Func8onal Support Break- fix Triage & Analysis Setup Issues Interface Issues Performance Issues (Monitoring, Tuning) Workarounds Level 3 Level 3 Technical Root Cause Analysis Proac8ve preven8on of problems Performance Management (Trend Analysis, Tuning, RCA, Proac8ve recommenda8ons) Level 4 L4 Support Minor and major enhancements (Technical) Tes8ng Projects, New Module and Language Addi8ons Major configura8on changes

7 Severity defini8on Service Level Defini8on Service Expecta8on Condi8on Example Request Confirma8on Cri8cal S1/P1 High S2/P2 Medium- S3/P3 Low- S4/P4 System not available Threaten Business Con8nuity Quick Response and turnaround 8me Mul8ple Clients are affected No manual workaround solu8on Affect on high priority deliverables Shipment delivery Month end closing and Call to acknowledge and call on resolu8on High impact on business opera8ons or part of business opera8ons Low Response and turnaround 8me Few Clients are affected Possible manual workaround Data transfer Error from legacy to R/3 Batch Job termina8on or Call to acknowledge on resolu8on Temporary impact to user Query, Applica8on of patches etc Moderate response and turn around 8me Single client or individual work is affected Possible manual workaround exists History Transac8on data EDI Transac8on Data Response issue to acknowledge on resolu8on Li\le or no impact on Business and user No rapid turn around required Taken up based on resource availability Affects single or mul8ple clients No impact on work Work around exist Modifica8on in exis8ng report New Report Performance tuning to acknowledge on resolu8on

8 What do you get? Offerings ihelp (Vanilla) ihelp (Plus) ihelp (World) ihelp (World +) Number of helpdesk seats Shared Yes No Yes No Language support No Yes Yes Yes Tool included No Yes No Yes Consul8ng hours No 4 hrs/ month 6 hrs / month 8 hrs / month Frequency Monthly Monthly Quarterly Quarterly Turnkey project fix bid discount CNC Support Capacity No 5% 8% 8% No 2 hrs. / month 4 hrs. / month 4 hrs. / month

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10 475 Wall Street, Princeton NJ