Annex 5
Reach Ops Governance Manual
UNRWA - REACH Ops GovernanceREACH Service Operation
Capgemini Italia S.p.A.
2/6/2015
pag. 69 of 69
REACH Project: Operations Governance ManualDocument Identification
Author / Document Location (repository/path/name)
Capgemini
Version / Status / Date / Reference
V2.0 / Draft / 06/Feb/2015 / Stable Phase
Revision History
Applies to Rev. / Date / Author / Change Description
- / Capgemini / DRAFT
V0 / 8/Aug/2014 / Capgemini / Operations Governance Manual related to the processes, rules and organization set for the Interim Phase.
V1.0 / 30/Sept/2014 / Capgemini / Operations Governance Manual related to the processes, rules and organization set for the Hypercare Phase focused on the Incident and Problem Management.
V2.0 / 06/Feb/2015 / Capgemini / Operations Governance Manual related to the processes, rules and organization set for the Stable Phase focused on ITIL overall processes in scope.
References/Direct Sources
Date / Author / Reference
27th May 2014 / ERP transition Board - MoM / Kick off Meeting
UNRWA 270514 ERP Operation Readiness MoM v1 4.doc
15th July 2014 / ERP transition Board - MoM / Service Catalogue and Functional Organization
UNRWA - Meeting 150714 ERP Operation Readiness MoM Final. doc
1st September 2014 / ERP transition Board - MoM / Functional Organization Sizing Rules
UNRWA -Meeting 01092014 ERP Operation Readiness MoM -v1.0.doc
15th December 2014 / CGI / REACH Ops Functional Group ToRs
11th August 2014 / ICTO / SDE Technical Documentation v1.7.doc
29th January 2015 / ERP transition Board - Mo / Reach Ops Organization – Staff review
UNRWA - Ops Staffing Review Meeting 29Jan2015 - MoM v1.0 draft
Reach Ops Governance Manual 1
1 Introduction 7
1.1 REACH Project overview 7
1.1.1 Purpose of this document 7
1.1.2 Scope and target audience 7
2 REACH Service Operation overview 8
2.1 Service scope and description 9
2.2 Services activated during Interim Help phase 11
2.2.1 Point of Contact, Classification and Escalation Points 12
2.3 Services activated during HyperCare phase 13
2.3.1 Service Desk TO BE model strategy modifications 13
2.3.2 Point of Contact, Classification and Escalation Points 14
2.3.2.1 Incident categorization and Escalation Matrix 15
2.3.2.2 Service Request categorization and Escalation Matrix 16
2.4 Services activated during STABLE phase 17
3 REACH Service Operation Governance (to be advised at later date) 17
3.1 Service delivery approach 17
3.2 REACH Service Functional organization 18
3.3 Service Delivery Organization (to be advised at later date) 19
3.3.1 Roles and responsibilities 19
3.3.2 Meetings and Communication mechanisms 20
4 Process and Service definition 22
4.1 Service Design 22
4.1.1 Service Level Management 22
4.1.1.1 Process Overview 22
4.1.1.2 Process Roles and Responsibilities 23
4.1.1.3 Service Level Process Flow 24
4.2 Service Transition 29
4.2.1 Change Management 29
4.2.1.1 Process Overview 29
4.2.1.2 Process Roles and Responsibilities 31
4.2.1.3 Change Process Flow 32
4.2.2 Release and Deployment Management 36
4.2.2.1 Process Overview 36
4.2.2.2 Process Roles and Responsibilities 38
4.2.2.3 Release & Deployment Process Flow 39
4.3 Service Operation 43
4.3.1 Incident Management 43
4.3.1.1 Process Overview 43
4.3.1.2 Process Roles and Responsibilities 44
4.3.1.3 Incident Process Flow 46
4.3.2 Problem Management 50
4.3.2.1 Process Overview 50
4.3.2.2 Process Roles and Responsibilities 51
4.3.2.3 Problem Process Flow 52
4.3.3 Request Fulfillment 56
4.3.3.1 Process Overview 56
4.3.3.2 Process roles and responsibilities 57
4.3.3.3 Request Fulfillment Process flow 58
4.3.4 Access Management 60
4.3.4.1 Process Overview 60
4.3.4.2 Process roles and responsibilities 61
4.3.4.3 Access Process Flow 62
4.4 Continual Service Improvement 64
4.4.1 Service Reporting 64
4.4.1.1 Process Overview 64
4.4.1.2 Process roles and responsibilities 66
4.4.1.3 Service Reporting flow 67
List of Pictures
Picture 1 Operations Support Model introduction - approach 8
Picture 2 ITIL Processes in scope 10
Picture 3 Service Catalogue 11
Picture 4 Service delivery model 18
Picture 5 Service Organization 19
Picture 6 Hierarchical Escalation Levels 21
Picture 7 Sla Management Process Flow 24
Picture 8 Change Management Process flow 33
Picture 9 Change Management Status workflow 33
Picture 10 Release and Deployment Process flow 40
Picture 11 Release and Deployment Status workflow 40
Picture 12 Incident Management Process Flow 46
Picture 13 Incident Management status workflow 46
Picture 14 Problem Management Process Flow 52
Picture 15 Problem Status workflow 53
Picture 16 Request Fulfillment Process flow 58
Picture 17 Request Fulfillment status workflow 58
Picture 18 Access Management Process Flow 62
Picture 19 Access Management status workflow 62
Picture 20 Service Reporting process flow 67
Picture 21 Reporting Status workflow 68
List of Tables
Table 1 Service Level Management Roles and Responsibilities 24
Table 2 Service Level Process steps and RACI Matrix 25
Table 3 Incident and Problem Management SLA 26
Table 4 Problem Management SLA 27
Table 5 Quality of the work 27
Table 6 Response time 28
Table 7 Service Level Steps and Description 29
Table 8 Change Status list and description 34
Table 9 Change Management steps list and RACI Matrix 35
Table 10 Change Roles and Responsibilities 36
Table 11 Release and Deployment steps and RACI Matrix 39
Table 12 Release and Deployment Status list 41
Table 13 Release and Deployment Process steps and RACI Matrix 42
Table 14 Release Process Steps and Description 43
Table 15 Incident Roles and Responsibilities 46
Table 16 Incident Status List 47
Table 17 Type Ticket 47
Table 18 Priority Matrix 48
Table 19 Incident Process Steps and RACI Matrix 49
Table 20 Incident Management Process steps 49
Table 21 Problem Management Roles and Responsibilities 52
Table 22 Problem Status list 53
Table 23 Problem Process Steps and RACI Matrix 54
Table 24 Problem Management Process Step description 55
Table 25 Request Fulfillment Roles and responsibilities 58
Table 26 Request Fulfillment Status list 59
Table 27 Request Fulfillment Process Steps and RACI Matrix 59
Table 28 Request Fulfillment Process step description 60
Table 29 Access Process roles and responsibilities 61
Table 30 Access Management status list 63
Table 31 Access Management Process steps and RACI Matrix 63
Table 32 Access Management Process step description 64
Table 33 Reporting Roles and responsibilities 67
Table 34 Reporting Status list 68
Table 35 Service Reporting step and RACI Matrix 69
Table 36 Service Reporting process steps and description 69
1 Introduction
1.1 REACH Project overview
UNRWA (the United Nations Relief and Works Agency for Palestine Refugees in the Near East) provides assistance, protection and advocacy for some 5 million registered Palestine refugees in Jordan, Lebanon, Syria, Gaza and West Bank.
The Agency’s services encompass education, health care, social safety-net, camp infrastructure and improvement, community support, microfinance and emergency response, including intimes of armed conflict. UNRWA (www.unrwa.org) is funded almost entirely by voluntary contributions from UN member states.
UNRWA has identified, as one of its key levers of change, the implementation of an ERP platform for supporting the goals of its Organizational Development plan. In this endeavour the Agency, after a careful evaluation of the possible options, decided to explore a partnership with the WFP to benefit from their experience in the implementation and operations of a successful, SAP - based, ERP. This planned partnership is an opportunity for both risk mitigation and cost saving.
The main objectives of UNRWA’s ERP Project are summarized below:
§ Replacing the Agency’s legacy ERP system, which will have no technical support after 2014;
§ Improving the Agency’s monitoring and oversight capabilities;
§ Supporting management and programming reforms under the Sustaining Change and related initiatives.
One of the work packages of the project is the Production Support Readiness that has the objective of supporting UNRWA in setting up the organisation and processes to successfully transition the project into full operational modality.
1.1.1 Purpose of this document
The purpose of the document is to describe the process and service definition in scope for the ERP Operation Service needed to support UNRWA in setting up the organisation and processes to successfully transition the project into full operational modality.
1.1.2 Scope and target audience
The scope of the document is to describe the processes and basic services derived from the Information Technology Infrastructure Library (ITIL) standard and UNRWA ERP Service Operation model. The operation model outlines a service lifecycle approach to IT operations in supporting the business. That model has been adopted as a standard for IT service management as a way to effectively control and manage service delivery.
2 REACH Service Operation overview
The main objectives of Production Support Readiness work package is to support UNRWA in setting up the organisation and processes to successfully transition the ERP project into full operational modality.
To gain this objectives, a step by step approach has been adopted: the so called CORE APPROACH: starting from the design and set up of the core set of ITIL processes jointly with the related organizational aspects, that approach aims at managing the transition into operation of the ERP project and, at the same time, at activating rules and tools to effectively control and manage service delivery
Picture 1 Operations Support Model introduction - approach
The main purposes of Phase1 are:
· to set up a first set of governance rules;
· to establish a formal tracking process;
· to support system to manage all service requests;
· to support Incidents and problem calls;
· to manage Change management and release management processes;
· to define and manage SLA/KPI.
From the strategic point of view the CORE APPROACH plans to use separate Service Desk for ERP services as a starting point; at the same time that approach considers that ultimately single Incident Process Management will be adopted and a single tool will eventually be deployed across all UNRWA IT support functions.
The main advantages related to this approach are:
· to introduce the new model using the ERP service as a forerunner minimizing the impact on the existing SD and on the services supported by it;
· to move towards a formalizing ITIL model in an incremental and run-oriented manner;
· to allow for a quick way of addressing high number of Incidents during the initial Go-live ERP support while minimising the number of Escalation points and layers involved;
· to minimize the impact on trainees;
· to approach the transition in an incremental way, by implementing ITIL processes as recommended by the ITIL best practice starting from the core processes (e.g.: Incident).
The organization structure is split into 4 levels, as showed in the following picture, and will be detailed in the next chapters. The meaning of each level is:
· LO -Business Process Focused (UNRWA business ERP key users – embedded);
· L1 - Ticket Focused (Service Desk level – Basic support);
· L2 - Functional Domain Focused (UNRWA internal technical and functional support groups);
· L3 - Applications/Packages/Infrastructure Focused (Internal or external service support groups).
2.1 Service scope and description
The CORE APPROACH applied to the UNRWA context permits to identify a core set of the ITIL processes, in particular the group strictly related to the Service Operation stage, as showed in the following picture.
Picture 2 ITIL Processes in scope
In order to prepare UNRWA to introduce the new expanded ERP service desk and set up the new model of operation, 3 phases have been identified:
· INTERIM HELP, covering all the activities before the Cut Over of the SAP ERP Service;
· HYPERCARE, covering from the Cut Over to the end of warranty period of the ERP SAP Service (including the Go-Live);
· STABLE, from the end of warranty period on.
The following table shows the order of the in-scope processes implementation to be taken during the different phases of transition.
PhasesINTERIM HELP / HyperCare / Stable
Process / · Incident Management (Basic);
· Service Level management (CORE concepts related to KPI/SLA definition and to set up key governance mechanism); / · Incident Management (Complete);
· Problem Management;
· Request Fulfilment ;
· Service Governance (Basic);
· Service reporting (Basic - CORE concepts related to KPI/SLA definition and to set up key governance mechanism). / · Service Governance;
· Service Level management (Complete);
· Release Management;
· Change Management ;
· Access Management;
· Service Reporting (Complete).
The definition and design of each process is strictly related to the ERP Service Catalogue and to the Functional Organization identified, in terms of structure and key information of each function included in the model, and it will be enriched from Interim to Stable phase.
The following picture shows the complete list of Services in-scope, pointing out the phase of the transition plan within with each service will be activated.
Picture 3 Service Catalogue
2.2 Services activated during Interim Help phase
The following picture represents the main information of the service that has already been activated during the Interim Help phase.
During the Interim Phase, a list of Services has been activated for each Level:
LEVEL / SERVICE /1 / Service Desk – Call Centre for all Services
Security Roles Management
2 / Citrix Access
VPN Access
3 / SAP CGI Basis
Citrix Contracts
2.2.1 Point of Contact, Classification and Escalation Points
A list of Escalation Points will underline that some teams will perform different tasks depending on the Service considered and the documentation available during this phase.
Service / Category / Escalation point / Kind of Request / Documentation /SAP Application / SAP Application / ERP Functional Stream Leads / Application functionality or data query / · DRAFT SAP user password instructions
· uPerfom Installation Guide
SAP (everything technical) / CGI team / Problems, new users, permissions, profiles
uPerform and Moodle application issues / FICTO team / Local PC and Network
Enterprise Team / International MPLS
ERP training team / Anything else (Problems, new users, permissions, profiles)
JIRA Application / Chris Ham Jeong (ISD team) / Technical server issues
Julien (ERP Test Team) / JIRA Application issues (App problems, new users, permissions, profiles)
Citrix SAP / Citrix Infrastructure / FICTO team / Local PC and Network / · DRAFT Citrix Installation Instructions
· PENDING Citrix user mgmt
Citrix Telecom / Enterprise Team / International MPLS
Citrix (everything else) / CGI Team / Anything else (Problems, new users, permissions, profiles)
VPN SAP / VPN SW / ERP Building local IT support Anas / VPN SW installation / · UNRWA VPN User Manual
· VPN software available with ERP building local IT support Anas
VPN (everything else) / Valencia team (Roberto Santamaria) / All other issues
2.3 Services activated during HyperCare phase
This section includes the description of the ticket categorization, the escalation matrix and all the other details needed from HyperCare phase.