A SYSTIME Computer Corporation Publication

Transcription

1 A SYSTIME Cmputer Crpratin Publicatin JD Edwards EnterpriseOne CNC Managed Services - Hw an n-demand mdel can maximize yur CNC investments Authrs: Dale Kaplan Vice President - NA Cnsulting Operatins Prashant Sampat Prgram Manager

2 Supprting JD Edwards EnterpriseOne requires prfessinal(s) that have the requisite experience t handle cmplex technlgical prcesses and are abreast f the latest system develpments, understand the technlgy, have prir experience f wrking with the sftware, and have a cnsultative apprach t trubleshting issues. Finding individuals that demnstrate all these skillset traits is difficult as they are relatively scarce in the marketplace. If yu are frtunate t find individuals with the requisite skills, typically a high price tag is assciated with them. In sme cases, after recruitment it may becme evident that the individual s knwledge is limited by his prir expsure t a particular cnfiguratin, which may nt necessarily match yurs (i.e. with respect t sftware versins, mdules used, security design, hardware and database platfrms). Experts emphasize that a cmpany's CNC resurce is the key factr in the successful peratin f the JD Edwards system and t ensuring a stable envirnment. They suggest that clients shuld re-examine their CNC capabilities regularly t determine whether supprt frm an expert CNC pl f resurces r additinal CNC training f existing resurces is needed. It has als becme cmmn practice t rely n external cnsultants t supprt the internal CNC envirnment, which can result in large cnsulting bills, knwledge drain, and lack f cntinuity (i.e. mre than ne cnsultant tuches the system with little knwledge transfer taking place). Especially fr larger installatins, CNC requirements can be extremely cmplex, when there are numerus servers, cmplex business prcesses and peratins in multiple lcatins and time znes. This cmplexity makes it extremely difficult fr ne internal prfessinal t keep ahead f the curve with respect t all the parts that make up the CNC functin. T meet these challenges, it is becming mre cmmn fr cmpanies t utilize an n-demand mdel t effectively manage the CNC functins. This article presents cnsideratins fr EnterpriseOne custmers t mve t an n-demand CNC mdel (r CNC Managed Services mdel as it is knwn) by prviding an verview f the benefits and appraches t achieving increased returns n CNC investments by using the n-demand CNC mdel. Justificatin fr an On-demand CNC Mdel Cnfrnted with high csts f IT peratins, IT executives are frced t reduce their IT budgets while still having t maintain and meet their cmpany s bjectives. As such, CNC is ften put last n the list f IT prject pririties, fr sme r all f the fllwing reasns: An verwrked CNC staff with high cst f emplyee retentin Rapidly changing CNC technlgy, resulting in scarcity f adequately skilled manpwer High cst f staff re-training in the area f CNC in rder t keep abreast f the technlgy Fcus is typically placed n cre business areas rather then nn-cre areas, such as server managements and ther CNC requirements

3 f multi time zne installatins and multi-servers typically requires the skills f mre than ne CNC specialist that requires crdinatin, cmmunicatin and cllective decisin making. This is ften time cnsuming and requires huge amunts f effrt which cannt always be justified in terms f pririties. These pain areas prvide justificatin fr cnsidering using a managed CNC services mdel. Outsurcing server administratin and CNC activities t glbal centers in cuntries such as India and China has becme cmmn practice. Besides cst saving advantages that can be achieved, the main reasn t utsurce is t achieve: Reduced risk f expsure due t lack f CNC knwledge The ability t scale up r scale dwn CNC resurce needs, as and when needed Time-zne benefits The ability t access a pl f knwledgeable CNC cnsultants as ppsed t reliance n ne r tw internal resurces Cst benefits frm reduced cst f CNC resurces Maximizing Return n yur CNC Investment using CNC Managed Services S hw des ne achieve increased return n investment (ROI) whilst maintaining a high level f quality and satisfying the prblems as utlined previusly in this article? In cuntries such as India and China, cnsulting firms that ffer n-demand CNC services prvide the mechanism fr cmpanies t leverage knwledge frm a pl f experienced CNC specialists at a lw cst. It has been emphasized that ver the years the ffshre and ffsite CNC Managed Service fferings have evlved and matured. Numerus appraches have been tested t perfect ur abilities t deliver CNC Managed Services in the best pssible way t ur clients s that they can benefit thrugh significant cst savings, and prven, effective, streamlined and well-executed prcesses. JD Edwards custmers have typically been cautius in appraching the use f CNC Managed Services and in mst cases lk t their nn-cre CNC activities as a first pint f cncern. Getting a cmfrtable feeling that an n-demand cnsulting services prvider s prcesses are in place and will be fllwed is a key element when mving t the Managed Services Mdel, and is a factr that must be addressed fr whatever CNC services are utsurced. C-rdinatin, cntrl and cmmunicatin mechanism are key nn-cnc elements that need t be adequately managed and mnitred.

4 We nw examine the varius aspects f a successful deplyment f CNC Managed Services. Successful CNC Managed Services invlves nt nly an ffsite cmpnent, but als an nsite cmpnent. It has becme evident that CNC administratin cannt be cmpletely mved ffshre, as there are sme activities f the service ffering that must be perfrmed nsite. This next sectin lks at bth the nsite and ffsite cmpnents. Onsite CNC Activities Onsite CNC activities that frm part f the CNC Managed Service fferings are a key element in ensuring successful deplyment. There are tw key areas that must be addressed frm an nsite perspective, namely: a) Knwledge Transfer b) Onsite Executin a) Knwledge Transfer (KT) During the initial stages f a CNC Managed Services prject, it is essential that first hand knwledge f yur systems, prcesses, issues and the like be understd and dcumented, s that this infrmatin can be effectively disseminated t the ffsite team. Having the ffshre team wner/leader participate in this nsite infrmatin gathering exercise t facilitate accurate and cmplete knwledge transfer t the ffsite CNC Managed Services team, is the key. The fllwing diagram graphically shws the recmmended knwledge transfer flw: Figure 1: CNC Knwledge Transfer Prcess

5 The nsite infrmatin gathering sessin typically lasts n mre a week r tw, depending n the cmplexity f yur systems envirnment. This initial investment in bringing the required CNC persnnel nsite is an investment well-made, as this first step in the prcess sets the stage fr all future activities. Althugh difficult t quantify, this investment realizes increased ROI thrugh items such as fewer issues reprted during the supprt services, imprved cmmunicatins (given the relatinships that are created between yu and yur vendr) and mre streamlined and aligned prcesses between yu and yur vendr. The primary purpse f the nsite activities is t gather prject related infrmatin such as prject scpe, envirnment and system cnfiguratins, setups, and t establish and build first hand inpersn relatinships with yur team members, and understand yur supprt prcesses and practices. As previusly mentined, the nsite knwledge gathering may span a few weeks depending n the cmplexity f yur envirnment. Sme f the elements that impact the nsite duratin include the level f server cnfiguratin (i.e. Single Tier r Multi Tier), the number f instances and the number f remte sites. b) Onsite Executin If yu are implementing JD Edwards fr the first time and wish t use CNC Managed Services fr the implementatin, then sme f the activities that will need t be perfrmed nsite (i.e. nt all activities can be perfrmed ffsite) include: Review f the Minimum Technical Requirement (MTR) fr the new JD Edwards sftware installatin Discuss and ensure that the pre-requisites fr installatin have been met Perfrm the installatin f: Enterprise Server Deplyment Server Applicatin Server (if required) Clients JAS and E Generatin Server Installatin Citrix Server Fr release belw 8.11 ERP Release Upgrades Dcument the installatin cnfiguratin and setups made during the installatin prcess Train yur CNC resurces If using a vendr fr yur implementatin, make sure there are adequate prcedures in place fr knwledge transfer

6 Tune the perfrmance f varius servers Offsite CNC Activities On cmpletin f the nsite infrmatin gathering, knwledge transfer t the ffsite CNC team is required. This is typically perfrmed by the wner/leader that returns t the ffsite lcatin t familiarize the rest f the team with the requirements and setups. The next step is fr the ffshre team t establish the requisite cnnectivity t yur system(s). There are hwever sme pre-requisite that must be met prir t the prject start. These include: VPN laded and tested fr remte cnnectivity t client servers Dcumentatin f: Scpe definitin Technlgy ptins fr ffsite cnnectivity Prcess and Methdlgy t be fllwed Prject Deliverables Team details, including cntact numbers Cmmunicatin Plan Prject Status reprting Escalatin matrix fr issue reslutin Shift, Hliday and Vacatin schedules Resurce plans. This is typically dne in a Prject Initiatin dcument. CNC Managed Services cvers a wide range f services that can include all r sme f the fllwing. Accrdingly, it is very imprtant t have a clear definitin f scpe t ensure prject success: System Administratin End-User Supprt Envirnment Cleanup / Full Life Cycle Implementatin Supprt G-Live & Pst G-Live Prductin Supprt HTML / JAS Server Installatin & Supprt Object / Package Deplyment & OMW Setup, Cnfiguratin Print / Supprt Security - Planning, Implementatin Service Pack, Cum and Sftware Update.

7 Fr each f the abve listed items, there are a multitude f activities that have t be perfrmed. As an example, the System Administratin prcess (Figure 2), fr just ne prcess, Lg Capturing (Figure 3) has the fllwing activities: Figure 2: Flw diagram f the System Administratin prcess and assciated activities System Administratin End-User Supprt Envirnment Cleanup / Full Life Cycle Implementatin Supprt G-Live & Pst G-Live Prductin Supprt HTML / JAS Server Installatin & Supprt Object / Package Deplyment & OMW Setup, Cnfiguratin Print / Supprt Security Planning, Implementatin Service Pack, Cum and Sftware Update System Administratin Jb Mnitring User Security Implicatins ASU / ESU / SAR Installatins (As per Requirement) Lg Capturing Jb Scheduling Develpment Supprt Perfrmance Tuning Lg Capture A Figure 3: Flw diagram f the System Administratin Lg Capturing activities A User runs reprt n server Reprt ges int Errr User raises a Issue Request Technical Cnsultants request Reprt run Lg CNC activates server mapping and lg fr the reprt B B Review Lg Technical Cnsultant Rectifies reprt Turns OFF lg and re-deplys Reprt User Cnfirms wrking f reprt Ticket Clsed

8 It is essential t understand what activities can be perfrmed ffshre and thse that shuld be perfrmed nsite. The fllwing tables shw sme f the nsite (Figure 4) and ffsite (Figure 5 and 6) activities: Figure 4: Onsite Activities Onsite Activities Pre-requisites: Discuss Minimum Technical Requirement (MTR) fr Installatin Discuss and Ensure pre-requisites are available fr installatin Installatin f: Database Enterprise Server Deplyment Server Clients JAS and E-Generatin Server Installatin Citrix server ERP sftware upgrades Other Activities: Dcument Installatin Set up perfrmed Cnducting CNC training and knwledge parting Sign ff Installatin Perfrmance tuning f database servers

9 Figure 5: Offsite Activities Offshre Activities System Administratin End-User Supprt Envirnment Cleanup / Full Life Cycle Implementatin Supprt G-Live & Pst G-Live Prductin Supprt HTML / JAS Server Installatin & Supprt Jb Mnitring User Security Implicatins ASU / ESU / SAR Installatins (As per Requirement) Lg Capturing Debugging Applicatins / Reprts Jb Scheduling Develpment Supprt Supprt Users with their Issue. Lgin Prblems. Passwrd Reset Task and Menus Truble Shting Package Deplyment Receive issues Purge Data Envirnment Refresh Data dictinary Print Queue Update Package / Full Package Maintenance User Prfile Activatin / Deactivatin Full Life Cycle Implementatin Supprt CNC Supprt frm Installatin till Prductin G Live. Check System Health befre G-live Pre-g live Surface Test Trubleshtin g Issues After G-live Fine Tune system fr Smth Prductin f Web server / Services Fine Tuning f Web servers Generatin f serialized Objects Applicatin f Patches / Updates (As n when Required) Capture JAS / Debug Lgs. Perfrmance Tuning Object / Package Deplyment & OMW Setup, Cnfiguratin Print / Supprt Security - Planning, Implementatin Service Pack, Cum and Sftware Update Package Planning and Setup OneWrld Mdificatin Rules Object Building Packages Deplying Packages Server Packages Multi-tier Packages Planning and Cnfigure Prject Prmtin Lifecycle Cnfiguring Users Rles and Allwed Actins Cnfiguring OMW Functins Cnfigure Activity Rules Cnfiguring Object Save Lcatins Cnfiguring Object Ntificatins. Cnfiguring Wrksheets Define Printers in OneWrld Assign Default Printers Wrking with the Security Wrkbench Wrking with Sign-n Security Define User Security Security analysis Reprt Prtal Security Slutin Explrer Security Applicatin f Tls Release Applicatin f Cum Updates Wrking with Lgs

10 Figure 6: Other Offsite Activities The fllwing activities can als be perfrmed frm ffshre with supprt frm an nsite CNC resurce: OneWrld Installatin & Cnfiguratin Strategic Netwrk Planning & Optimizatin TCP/IP Trubleshting & Supprt Technical Prject Xe / ERP 8.0 Upgrades WrldSftware Upgrades & Installatin Audits f Infrastructure & Architecture Architecture Design Backup / Recvery Wrk Change Training Citrix / TSE / JAS Installatin Cluster Server Supprt C-Existence Installatins Crss / Multi Platfrm Integratin Data Cnversin Supprt Data Integrity Reslutin Database Migratins Database Perfrmance Tuning Desktp / Wrkstatin Supprt Disaster Planning & Recvery Yu can maximize yur CNC investment by adpting a CNC Managed Services mdel t achieve sme r all f the fllwing advantages: 1. Frees up yur time t fcus n yur cre business needs 2. Prvides relief frm executin/maintenance f systems 3. Reduces dependency n lcal resurces 4. Reduces training cst fr internal persnal 5. Prvides flexibility t scale up and scale dwn resurces based n requirements 6. Allws fr better utilizatin f yur current IT team fr ther prjects 7. Maximizes utilizatin f scarce resurces that are evident with shrinking IT budgets 8. Reduces the need t hire apprpriately skilled resurces 9. Reduces the need t keep abreast f the technlgy 10. Ability t leverage frm a pl f knwledge/pl f skilled/trained resurces 11. Standardized prcesses / including best practices/ matured practices

11 Summary Outsurcing CNC services using amanaged Services mdel must be lked at as ne wuld any prject. versight is key t its success, with special fcus needed in the area f cmmunicatin and crdinatin (i.e. between nsite and ffsite teams). Selecting the right vendr t supprt yur CNC initiatives requires assessing their capabilities, cmpetence and experience. Buyers f services need t apprach vendr selectin with a view t establishing a lng term partnership relatinship. The selected vendr shuld prvide evidence f nt nly a large pl f experienced cnsultants, but als demnstrate their cmmitment t training, cntinued in-huse infrastructure investments (i.e. in the frm f CNC labratries), as well as a rigrus technlgy resurce recruiting plan (bth experienced and new hire recruits). Vendrs shuld prvide and demnstrate mature prcesses and methdlgies in rder t execute CNC Managed Services prjects, at the same time prviding flexible and palatable service slutins. Managed CNC Services allw cmpanies t shift their fcus away frm indirect ROI generatrs t mre direct and critical areas such as their cre business prcesses. Using an experienced service prvide can ensure that streamlined, predictable and better cntrl is achieved ver JD Edwards EnterpriseOne systems at a fractin f the cst. Leveraging CNC capabilities frm experienced vendrs can strengthen yur system and enhance yur internal capabilities. Maximize ROI n yur CNC investment by giving serius cnsideratin t CNC Managed Services and the n-demand mdel. Abut the Authrs Dale Kaplan Vice President NA Cnsulting Operatins dkaplan@systime.net Prashant Sampat Prgram Manager psampat@systime.net