5.5.2 PRODUCTION APPLICATION SUPPORT
Umoja Realisation Workshop – Cluster 3
Umoja End User Support Approach
• Umoja team will provide integral support to the end
user community
People
• Umoja Functional Support Team deployed in Hubs for 4 weeks after go live
• Local Process Experts available for local support
Monitoring • Functional Issues
and iNeed Metrics are reported on a daily basis
• Support Team tracks progress and issues via VTCs with sites
Guidance
• 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 Answers
• Training and User Aids on iSeek • Umoja Talk – community of practice • Umoja Support Helpdesk and Process Experts
Job Aids Training Materials Local Process Experts (LPE)
Global Service Desks
UNICC Nairobi Bankgok
Application Support Structure
Business Process Experts (PEs) Tier 1 Tier 2 Communities of Practice USER Consultation, Advice Guidance, Direction No iNeed ticket
User locations (HQ, Field) Managed by PK/DFS Managed by OICT
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
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.
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
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
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
Types of Production Issues
Incidents
Customer Assistance How-To Questions Explanation of Standard System Behavior Technical Issues System Perform-ance and Availability Application Issues Application does not behave as designedRequests For
Service
Routine Maintenance User Provisioning Workflow Updates Enhance-ment Requests New FunctionalityAdditional Assistance Post Go-live
Ramp – up Activities
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
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
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?
Stabilization Approach
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.
• 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 ad-hoc, as needed basis
• Access to Business Process Expert to provide additional support to the Local Process Experts on an as required basis. • 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.
