SAP Upgrade Program. Provincial SAP Upgrade Project. Post Go Live Support Plan. Thursday, June 25, NS Department of Finance, CIS Division
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1 SAP Upgrade Program Provincial SAP Upgrade Project Post Go Live Support Plan Thursday, June 25, 2009 NS Department of Finance, CIS Division
2 Contents Overview SAP Upgrade Deployment Timeline Post Go Live Support Model Week 1 & 2 Stabilization Week 3 & 4 Knowledge Transfer Week 5 & 6 Regular Ops Support 2
3 Overview Objective of the Post Go Live Support Plan: to dfi define and communicate the support processes and approach that will be activated post Go Live to ensure stakeholders are clear on how to handle problems or issues raised by SAP users to ensure a controlled process for logging, tracking, and prioritizing issues related to the SAP Upgrade is established to ensure the right level of knowledge transfer occurs between project team members and SAP CCC support team members to ensure business operations are maintained 3
4 Overview Critical Success Factors Communications, Communications, Communications Stakeholder buy in and acceptance Consistent use of SAP Service Desk to log and track calls post go live Ensuring problem tickets are accompanied with detail and examples Clear understanding of escalation process Effective defect prioritization 4
5 SAP Upgrade Deployment Timeline Final Preparations GO LIVE Weekend Stabilization Knowledge Transfer June 29 to July 3 Primary Support: SAP Upgrade Project Team July 3 (6:30pm) to July 6 (8:00am) Primary Support: SAP Upgrade Project Team July 6 to July 19 Primary Support: SAP Upgrade Project Team July 20 to August 2 Primary Support: SAP Upgrade Project Team & SAP CCC Sustainment Transition to g g Regular Operations Support August 3 to August 16 Primary Support: SAP CCC 5
6 Post Go Live Support Model GO LIVE Stabilize July 6 Week 1 & 2 Knowledge Transfer Week 3 & 4 Sustain Week 5 &6 6
7 Post GO Live Support Stabilization July 6 to July 19 Who will be responsible for resolving SAP upgrade related tickets? SAP Upgrade Project Team Who do you contact if you identify a problem? SAP Service Desk SAP@gov.ns.ca The Service Desk will log a ticket and will gather the required information Problems not identified as Upgrade related will be assigned to normal CCC Support staff for investigation. If later deemed upgrade related they will be sent to the SAP Upgrade Project team for resolution All upgrade related tickets will be sent directly to the SAP Upgrade Project team for review resolution 7
8 Post GO Live Support Stabilization July 6 to July 19 How long will it take to get a follow up on my ticket? 2 hours a member of the SAP Upgrade Project team will be in contact Who do I escalate a major issue to? Peggy Green SAP Upgrade Program Manager ( ) Call if you have a question How often will transports be loaded? Approval lhas been provided d to process transports daily during the stabilization period. Will SAP CCC Support Staff be available? YES regular SAP CCC support staff will be assisting the SAP Upgrade Project team where applicable and monitoring the system. 8
9 Post GO Live Support Knowledge Transfer July 20 to August 2 Who will be responsible for resolving SAP upgrade related tickets? SAP Upgrade Project Team SAP CCC Support Team Who do you call if you identify a problem? SAP Service Desk The Service Desk will log a ticket and will gather the required information Problems not identified as Upgrade related will be assigned to normal CCC Support staff for investigation. Ifdeemed upgrade related they will be sent to the SAP Upgrade Project team for resolution All upgrade related tickets will be sent directly to the SAP Upgrade Project team for review resolution Note: the SAP CCC Support team and SAP Upgrade Project team will be working closely during this period to conduct extensive knowledge transfer) 9
10 Post GO Live Support Knowledge Transfer July 20 to August 2 How long will it take to get a follow up on my ticket? 24 hours a member of the SAP Upgrade Project/SAP CCC Support team will be in contact Who do I escalate a major issue to? Peggy Green SAP Upgrade Program Manager ( ) or; Appropriate CCC Support Team Manager Stephen Graham ~ HR/Payroll Support Susan Morash ~ FI & Loans Support How often will transports be loaded? The regular operational transport schedule will be in effect 10
11 Post GO Live Support Sustain August 3 to August 16 Who will be responsible for resolving SAP upgrade related tickets? SAP CCC Support Team Who do you call if you identify a problem? SAP Service Desk The Service Desk will log a ticket and will gather the required information All upgrade tickets will be assigned to SAP CCC Support staff based on normal operating procedures. 11
12 Post GO Live Support Sustain August 3 to August 16 How long will it take to get a follow up on my ticket? Will follow normal response time Who do I escalate a major issue to? Appropriate CCC Support Team Manager, Stephen Graham ~ HR/Payroll Support Susan Morash ~ FI & Loans Support How often willtransports be loaded? The regular operational transport schedule will be in effect 12
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