Stat Production Services for Oracle E-Business Suite (Onsite and Remote)

Transcription

1 Stat Production Services for Oracle E-Business Suite (Onsite and Remote) Description The Stat Production Services for Oracle E-Business Suite is designed to assist the customer with the implementation of the Stat for Oracle E-Business Suite software. The Stat Production Services comes in two sizes to fit your specific environment: Basic Preferred Premier Outcomes The Stat Production Services for Oracle E-Business Suite helps get your solution up and running properly so you can quickly begin automating the change management process for your Oracle environment. Whether your team lacks the technical expertise, or may not have time to deploy and configure your solution, our subject matter experts lead you through this process using our time-tested implementation methodology. Our experts make sure your IT team is ready to use all the new features like off-hours code migrations, third-party version control support, custom reports, pre- and post-migration steps on distributed environments, plus pre- and post-migration steps on mass migrations. To maximize your return on investment, our experts help you plan, analyze, design, and implement your solution to move you from a manual workflow process to an automated, secured, and streamlined change management process. Benefits: Ensure your Stat for Oracle E-Business Suite solution is set up quickly and properly Overcome internal resource constraints Save valuable time with help from experts to implement your new solution Learn best practices to ensure you are using the solution to its fullest potential Approach and activities This service offering is a fixed set of activities as time permits. Changes to the activities cannot be made without a fully executed amendment. An amendment may change the pricing of the offering. The planned activities consists of: Basic Production Services: Project initiation and technical project management System administration knowledge transfer Change management process review / systems design Product installation Define ERP connections System configuration System testing User acceptance testing Optional configuration Developer training Project rollout Documentation and project wrap-up

2 Preferred Premier Production Services: Project initiation and technical project management System administration training Change management process review / systems design (2 Domains) Product installation Define ERP connections System configuration (2 Domains) System testing (2 Domains) User acceptance testing Optional configuration and testing Developer training Production rollout Production support, documentation and project wrap-up These activities follow the Stat best implementation practices for product deployment, configuration, and training as outlined in the flow chart below. 1. Project Initiation and Technical Project Management (Basic 8 hours remote; Preferred Premier 2 days remote or onsite) You will be assigned a Technical Project Manager (TPM) and will be involved in project initiation, planning, execution monitoring and control, and project completion. Basic Production Services (8 hours remote) The TPM is responsible for: Sending out a project initiation documentation packet consisting of a pre project workbook and training classroom materials acknowledgement form The coordination of the onsite services dates with the customer s main point of contact Hosting a project initiation call to review the customer s filled out pre project workbook and to address any question the customer might have prior to the start of the onsite services The assignment of a Stat Consultant / Education Services Specialist 2

3 The management of project documentation, including daily and weekly status reports The management of the project issues list; Escalation management process with support and product engineering as needed Managing and maintaining additional needs and amendments to the existing SOW/SOF Preferred Premier Production Services (2 days remote or onsite) This planned activity also includes a Project Initiation Meeting. The Project Initiation Meeting is typically conducted before or at the start of the commencement of other activities and is intended to introduce the customer s key project members and to review the project objectives, scope, requirements, timelines, the other planned activities, and customer s expectations for the project. The standard Project Initiation meeting agenda is: Introductions and Explanation of Roles Review Project Scope and Activities Overview of Customer Environment and Change Management Needs Discuss Requirements, Critical Success Factors and Constraints Stakeholder Identification Application Architecture Review Technical Review of Hardware & Software Systems Requirements Document Technical Review of Stat Pre-installation Checklist & Project Logistics Document Review what types of resources are needed and when during the project The TPM is responsible for: Sending out a project initiation documentation packet consisting of a pre-project workbook including the installation checklist, HW/SW requirements document, project logistics document, information on IP port numbers and training classroom materials acknowledgement form The coordination of the onsite services dates with the customer s main point of contact The design of an initial project plan including roll up task duration and activity start dates The assignment of Education Services & Consulting Resources; manage resource plan as needed The management of the Project Issues List; Escalation management process with support and product engineering as needed The management of project documentation, including daily and weekly status reports Managing and maintaining additional needs and amendments to the existing SOW A project plan will be provided as part of this services engagement. This project plan will contain the Stat specific components of the project. The customer may need to supplement this project plan with customer specific requirements for the project such as obtaining internal approvals, creation of internal documentation in support of the deployment, etc. 2. System Administration Knowledge Transfer (Basic 8 hours onsite) and Training (Preferred Premier 2 days remote) Basic Production Services System Administration Knowledge Transfer (8 hours onsite) The Stat Application Administration Knowledge Transfer (KT) combines Stat End User overview, a Developer overview and Stat Application Administration KT into a single day session. This one day onsite KT includes a one hour End User Overview, a two hour Developer Overview and ends with a five hour Administration Overview. This session is open for up to 5 participants and will not be provided formal Education Services training material. This one day session does not include 3

4 any participant exercise. It is the customer s responsibility for providing a meeting room with a white board and overhead projector. Prerequisites Familiarity with Microsoft Windows and the Oracle EBS Development Process. Intended audience The System Administrators responsible for managing and maintaining the Stat application. Objectives To build the minimum skills and knowledge required to install, configure, test and maintain the Stat software solution. Topics o End User Overview (create and navigate CSRs, working with workflows) o Developer Overview (object management, migration) o System Administration Areas: ERP environment connectivity (databases, file servers, file types, EBS agents) Stat general tables (departments, customers, license info, service domain setup, etc.) Stat services domain tables (CSR types, priorities, applications, workflows, etc.) Stat agent tables System security (users, roles, permissions) Outbound mail Inbound mail, LDAP integration, web services, report writing and integration with 3rd party version control tools will not be addressed Preferred Premier Production Services System Administration Training (2 days remote) The Stat Application Administration course combines Stat End User overview, a Developer overview and Stat Application Administration KT into a single course. This two day virtual classroom course includes a half day End User Overview, a half day Developer Overview and ends with a one day Administration Overview. This course is open for enrollment of up to eight students and will be provided formal Education Services training material in electronic format. Prerequisites Familiarity with Microsoft Windows and the Oracle EBS Development Process. Intended audience The System Administrators responsible for managing and maintaining the Stat application. Objectives To build the minimum skills and knowledge required to install, configure, test and maintain the Stat software solution. Topics o End User Overview (create and navigate CSRs, workflows, reports, documentation, approvals) o Developer Overview (object management, migration / release managements, Stat Wizards) o System Administration Areas: ERP environment connectivity (databases, file servers, file types, EBS agents) Stat general tables (departments, customers, license info, service domain setup, etc.) Stat services domain tables (CSR types, priorities, applications, workflows, etc.) Stat agent tables System security (users, roles, permissions) Other (mail integration, LDAP integration) 3. Change Management Process Review/Systems Design (Basic 1 day onsite; Preferred Premier 2 days onsite) The objective of this activity is: 4

5 For the consultant to understand (and if needed document) the customer s existing change management process For the customer and consultant to mutually design one (or multiple Preferred Premier) Stat change management processes (Workflow). These workflow(s) will capture the customer s requirements for version control, migration / release management, documentation management and business process enforcement in a consistent, repeatable and auditable fashion. The approach to this activity is to conduct two design sessions with all project stakeholders the first session focuses on current processes, the second session is to design the Stat configuration parameters and workflow(s). It is important that representatives from each area in the change control process are present and actively participate in these sessions. Representative might include: Developers Migrators / Release Managers DBAs Testers Managers (workflow & migration approvals) People familiar with the auditing requirements (SOX etc.) Furthermore, the consultant will work with the customer s implementation team to define the specific configuration elements required by Stat. These configuration elements, among others, include: CSR types, statuses Migration paths Workflow template, status and transfer rules, business rules Upon completion of this activity the consultant and customer will have mutually developed a Stat change management process including roles and responsibilities, activities and approvals. This information will be captured by the consultant in a configuration document and shared with the customer s team. Production go-live planning is not part of the Basic Production Services. 4. Product Installation Define ERP Connections (Basic 8 hours onsite; Preferred Premier 2 days onsite) Basic Production Services (8 hours onsite) The objective of this activity is to install the various Stat architecture components. The consultant will work with the customer s Stat System Administrator(s) and Systems Management Team(s) to install the Stat application, consisting of the: Stat System Administration Client Stat Application Database Stat Central Agent Stat for Oracle EBS Agents (for Oracle EBS implementations only) The customer is responsible for reviewing the Stat HW/SW systems requirements for compatibility. Product Installation Activities include, but are not limited to: Installation of Stat System Administration Client Customization and execution of generic database create scripts 5

6 Customization and execution of ERP shadow table create scripts Enter license key and company information Patch the Stat database to latest production Stat release Installation of Stat Central Agent Software Establish and test connectivity between architecture components Document installation as needed Establish Oracle EBS Environment Connectivity The consultant will work with customer s Stat Administrator(s) & ERP System Administration Teams to configure connectivity to each environment Up to four environments will be configured of which one will be the ERP production environment Installation and configuration activities include, but are not limited to: o Install Stat for Oracle EBS agent on each EBS Application Server Host (Forms, CCM etc.) o Configure each EBS agent to communicate with Stat Central Agent Preferred Premier Production Services (2 days onsite) The objective of this activity is: To install the various Stat architecture components To establish connectivity with up to eight ERP environments along the migration path The consultant will work with the customer s Stat System Administrator(s) and Systems Management Team(s) to install the Stat application, consisting of the: Stat System Administration Client Stat Application Database Stat Central Agent The customer is responsible for reviewing the Stat HW/SW systems requirements for compatibility. Product Installation Activities include, but are not limited to: Installation of Stat System Administration Client Customization and execution of Stat database create scripts Customization and execution of Stat upgrade scripts Enter license key and company information Patch the Stat database to latest production Stat release Installation of Stat application server software Establish and test connectivity between architecture components Document installation as needed Establish Oracle EBS Environment Connectivity The consultant will work with customer s Stat Administrator(s) & ERP System Administration Teams to configure connectivity to each environment Up to eight environments will be configured of which one will be ERP production environments Installation and configuration activities include, but are not limited to: o Install Stat for Oracle EBS agent on each EBS Application Server Host (Forms, CCM, etc.) o Configure each EBS agent to communicate with Stat Application Server NOTE EBS custom tops that do not adhere to the Oracle best practices for directory structures will need additional time to be properly setup in Stat 6

7 5. System Configuration (Basic 2 days onsite; Preferred Premier 4 days onsite) Basic Production Services (2 days onsite) The objective of this activity is to configure the initial Stat system and make it ready for unit and user acceptance testing. The consultant will work with the customer s implementation team to create and configure one service domain to host all tickets for the customer s ERP applications. The service domain to be created will one of the following: EBS for Oracle EBS Other This Activity includes the Configuration of the following areas: General tables Customers, countries, departments, etc. Service domain specific tables Priorities, CSR types, statuses, migration paths, etc. Service domain optional tables Log topics, pre/post migration steps, workflow, etc. Agent jobs Security users, roles, permissions configuration Outbound mail Restrictions: Max number of users to be defined 20 Max number of security classes to be defined 7 Max number of service domains to be defined 1 Max number of CSR types to be defined 3 Max number of migration paths to be defined 1 Max number of departments to be defined 5 Max number of customers to be defined 20 Max number of workflows to be defined 1 (Enhancement / Standard Development) The consultant will document configuration parameters as needed. During this activity the customer will identify and make available at least one Stat Administration resource who will assist with the configuration of the Stat software. This will allow for knowledge transfer to occur so that the Stat Administration resource will be confident in maintaining the Stat software once the consultant is no longer onsite. Preferred Premier Production Services (4 days onsite) The listed number of days allocated to system configuration includes the time needed to complete the customer selected activity from the optional configuration section. The objective of this activity is to configure the initial Stat system and make it ready for unit and user acceptance testing. The consultant will work with the customer s implementation team to create and configure up to two service domains to host all tickets for the customer s ERP applications. The service domains to be created will be as follows: EBS for Oracle EBS Other This activity includes the configuration of the following areas: General tables Customers, countries, departments etc. Service domain specific tables Priorities, CSR types, statuses, migration paths, etc. Service domain optional tables Log topics, pre/post migration steps, workflows, etc. Agent jobs 7

8 Security users, roles, permissions configuration Outbound Optional tables Inbound mail, LDAP Restrictions: Max number of service domains to be defined 2 Max number of migration paths to be defined 3 Max number of workflows to be defined 3 (Enhancement / Standard Development and two (2) other workflows of type to be selected by customer, such as Emergency Fix or Patch) The consultant will document configuration parameters as needed. During this activity customer will identify and make available at least one Stat administration resource who will assist with the configuration of the Stat software. This will allow for knowledge transfer to occur so that the Stat Administration resource will be confident in maintaining the Stat software once the consultant is no longer onsite. 6. System Testing (Basic 2 days onsite; Preferred Premier 4 days onsite) The objective of this activity is to test the initial Stat system and make it ready for customer User Acceptance Testing. The customer will be responsible for full regression testing and to production roll out the solution to their user community. The consultant will work with customer s implementation team to test the Stat application. Adjustments to the environment will be made as needed or as directed by the customer. The consultant will use predefined test scenarios based on PSO services best practices. Customer s implementation team will be responsible for developing test plans and document test plans / test results as needed as part of their production roll-out. This activity includes the testing of the following configured areas: Basic CSR functionality create, edit, etc. Object archival and versioning from all environments on the migration path Object migration to all environments on the migration path Security Business process (workflow) During this activity, the customer will identify and make available all required resources necessary to properly test the change management business process as configured in Stat. These resources may include technical managers, developers, DBAs, migrators and business users. In addition, Customer will identify and make available at least one Stat Administration resource who will assist with the testing of the Stat software configuration. This will allow for knowledge transfer to occur so that the Stat administration resource will be confident in maintaining and testing the Stat software once the consultant has gone. Basic Production Services At the end of system testing the consultant will remove all test tickets from the Stat production system and reset the CSR counter forward. Cleanup of deactivated configuration data from the Stat database will not be performed. User Acceptance Testing The customer team will perform all User Acceptance Testing as part of the application production rollout and go-live. 8

9 Optional Configuration: Web services not in scope of this services offering Inbound mail setup not in scope of this services offering Custom Reports not in scope of this services offering Integration with 3rd party version control tools not in scope of this services offering The following topics are also out of scope on this services offering: Business process (workflow) Emergency fix Business process (workflow) Projects / long term development Business process (workflow) ERP patching Advanced training topics Schema objects (for systems on Oracle databases only) Advanced training topics Custom pre / post migration steps Advanced training topics ERP environment refreshes Preferred Premier Production Services User Acceptance Testing The customer s team will perform all User Acceptance Testing for End User and Developer Functionality as part of the application production roll out and go-live. For this purpose the customer will document a test plan with expected outcomes and manage the test results to the test plan. The consultant will provide remote support as needed on a limited basis if needed we will provide a WebEx session for remote assistance. Optional Configuration The customer is allowed to choose one item from the list below to work on as option configuration: Business process (Workflow) Emergency fix Business process (Workflow) Projects / long term development Business process (Workflow) ERP patching Advanced training topics Schema objects (for systems on Oracle databases only) Advanced training topics Custom oracle EBS object types Advanced training topics ERP environment refreshes Mail Auto CSR creation via inbound mail Auto CSR on In-bound Mail The objective of this activity is to configure Stat to automatically create tickets from the customer s helpdesk system The consultant will work with customer s Stat Administrator(s) & Administration teams to configure connectivity to one (1) SMTP Server and one (1) IMAP/POP Server. One unique mailbox is required for the service domain. The consultant will work with the customer s team to define the inbound mail rules / filters that allow for the automatic creation of CSRs in Stat based on inbound mail messages created by the enterprise helpdesk system. The system will be tested and configuration changes made as needed. The following topics are also out of scope on this services offering: Web Services not in scope of this services offering Custom Reports not in scope of this services offering Integration with 3rd part version control tools not in scope of this services offering 7. Developer Training (3 days onsite) 9

10 Description The Stat Developer Course combines the Stat End User & Developer trainings into a single course offering. This three-day course includes a half-day of set-up and system validation. The course instruction starts with a half-day End User session for functional Stat Users and ends with 2 days of developer specific instruction. The course is open for enrollment of up to 10 students. Students will be provided electronic training materials. Prerequisites Familiarity with Microsoft Windows and the Oracle EBS development process Intended Audience Developers and Migrators / Release Managers; End users, i.e. functional users, managers, etc., can attend the first half day of training. Objectives To build the skills and knowledge required to: o Understand Stat s change/version control tools o Work with database objects and flat files o Lock, back-up, version, and migrate database objects and flat files o Manage change and documentation of objects, and run wizards o Find information about objects and flat files Topics: o o End User Topics: Create / edit Change Service Requests (CSRs) Create, edit and complete tasks Navigation through workflow Use the support console and the CSR search wizard Reports and graphics Work with STAT project/task management tools Work with STAT queries (web client only) Developer Topics: Adding objects to a CSR Creating / migrating archive sets Reading object property flags Reprioritizing reservations Unlocking vs. removing objects Reassigning objects Post migrations steps Distribution databases Mass migrations Compare and merge utility Working with the Stat wizards 8. Production Rollout and Production Support Basic Production Services Go-live planning and system rollout and production go-live is the customer responsibility Preferred Premier Production Services (1 day) Production Rollout (3/4 day) Cut-over planning The consultant will work with the customer s implementation team to create and document a production cut-over plan. Some of the areas that this plan will cover are: o Identification of existing development Work in Progress ( WIP ). o Identification of the status of any existing development work in progress 10

11 o Data element fit/gap analysis of WIP to be added to STAT o Identification of data elements that need to be added to each WIP CSR Develop plan for roll-out of Stat Windows client Create production environment The consultant will work with customer s implementation team to create a separate Stat production environment. The existing Stat configuration environment may be used by the customer as a separate system for training new Stat users, for modeling new configurations or upgrade testing. Activities include, but are not limited to: o Create Stat production database and application server o Use data replicator to move active configuration from Stat development to Stat production environment o Set CSR start number o Verify production environment after data migration o Redirect EBS agents to production application server (if applicable) o Roll-out Stat Windows client to user community During this activity customer will identify and make available at least one Stat administration resource. Production Support (1/4 day) The consultant will provide dedicated production support to the customer after the go-live of the Stat production system in order to help customer s developers get the Stat Windows client installed, implement developer work in progress (WIP) as needed and to quickly resolve any issues that may arise. 9. Project Wrap Up The consultant and/or Technical Project Manager will initiate a support hand-off call with Technical Support. This will also be a time to reflect on the services performed, to identify an open issues and how these will be addressed. Prerequisites and assumptions This offer is for North America engagements only Customer s environment will meet or exceed the hardware and operating environment software minimum requirement outlined in the Stat Systems Requirements Guide Customer will assign appropriate technical and business resources to participate in the project Additional notes For more information, contact your Account Manager. 11