Change Management Scope

Shared Financial Systems Support Management Who to Call for Help Standards and Procedures Version 3.1 August 6, 2001 MODEL Change History This chart contains the history of this document's revisions. Version Draft 1.0 Draft 1.1 Draft 1.2 Version 2.0 Date Completed 11/99 11/12/99 12/99 2/00 Primary Author Support Team P. Allen W. K. Pontes SFS Phase 2 Team Members W. K. Pontes, B. Stimpson B. Stimpson Description Initial Documentation "Model" for manual Initial review by SFS Phase 2 chair Incorporate changes suggested by SFS Phase 2 Help Desk team members Final Version Draft for George, Ernie & Phase 3 team review Final reflecting changes approved by George, Ernie & Phase 3 team review Version 3.0 Version 3.1 5/4/01 (draft) 8/6/01 (draft) Table of Contents Objectives ................................................................................................................1 Scope ........................................................................................................................2 Policies .....................................................................................................................3 Roles and Responsibilities .....................................................................................4 User......................................................................................................................................... 4 Campus Department Technical Support .................................................................................. 4 Campus SFS Help Desk .......................................................................................................... 4 DoIT (Madison) Help Desk ....................................................................................................... 5 Experts within DoIT .................................................................................................................. 5 Campus SFS Functional Experts ............................................................................................. 5 UW System Functional Experts ............................................................................................... 5 PeopleSoft ............................................................................................................................... 6 Standards .................................................................................................................7 Support Process - Overview ..................................................................................8 Support Management Procedures.........................................................................9 Procedure: GETTING HELP FOR TECHNICAL PROBLEMS AT THE CAMPUS LEVEL ........ 9 Procedure: GETTING HELP FOR TECHNICAL PROBLEMS AT THE UW SYSTEM LEVEL 10 Procedure: GETTING HELP FOR FUNCTIONAL PROBLEMS AT THE CAMPUS LEVEL.... 12 Procedure: GETTING HELP FOR SFS PEOPLESOFT FUNCTIONAL PROBLEMS AT THE UW SYSTEM LEVEL. ........................................................................................................... 13 Procedure: GETTING HELP FOR SFS WISDM FUNCTIONAL PROBLEMS AT THE UW SYSTEM LEVEL. .................................................................................................................. 14 APPENDIX Benefits of First Level Contact at Campus Level........................................................................ i Example Information for Help Desk Agents ............................................................................... i Support Management Roles and SFS Participation ................................................................. ii Help Desk Impact Levels ......................................................................................................... ii Support Management TOC Support Management TOC Objectives The objective of Support Management for the Shared Financial System (SFS) is to provide a support environment for solving problems that end users of SFS will encounter, including business-related problems, application-related problems, and infrastructure-related problems. The support environment provides a path for resolution of each category of problem. The path describes initiation (who does the user call?), problem ownership (who is responsible for ensuring a problem is solved?), problem tracking (whose court is it in?), and documentation of the problem and solution. Support Management Page 1 Scope SFS Support Management deals with the technical and functional questions and problems that are identified and experienced by users of the various modules of the Shared Financial. These questions and problems can be business, application or infrastructure related. Examples of technical questions include:    I can’t get into the database. My computer keeps locking up on me. I keep getting an error that throws me out of the system. Examples of functional questions include:     I can’t find my purchase order in the system. How do I set up a new vendor? How do I correct an error that I made? How do I find the status of a purchase order? Support Management Page 2 Policies Policies are statements made at a broad level. Policies influence, and determine decisions and actions as they relate to the support of the Shared Financial Systems. SFS Support Policy: Support for functional and technical problems is to be localized as much as possible to give each campus the flexibility to make their own campus-based support decisions. Support for functional and technical problems at the UW-System level will have a standard support path that all campuses will follow. Support Management Page 3 Roles and Responsibilities The following are the key roles for SFS Support Management. Several roles may be performed by one individual. Alternatively, several people could fulfill one role. These roles are specific to SFS Support Management and are not necessarily aligned with the SFS Project organization. User The User is the individual who first encounters a question or a problem while working in SFS. Responsibilities include:  Identify the problem or question.  Determine if problem or question is technical or functional. Campus Department Technical Support Campus Department Technical Support is the individual(s) within a campus department that provides first level technical support to the staff within that department. Responsibilities include:  Assist in determining if the problem or question is technical or functional.  Track the call.  Troubleshoot.  Access the DoIT Help Desk Network Outage Information Page at: http://sage.doit.wisc.edu/cgi-bin/outages/outmail2.cgi to determine if there is a major (Impact 1) network outage.  Escalate the call when appropriate. Campus SFS Help Desk The campus SFS Help Desk is a group of individuals that provide support to the entire campus as questions and problems arise with SFS. This may or not be the same as the current Help Desk on many campuses. Responsibilities include:  Assist in determining if the problem or question is technical or functional.  Track the call.  Troubleshoot.  Access the DoIT Help Desk Network Outage Information Page at: http://sage.doit.wisc.edu/cgi-bin/outages/outmail2.cgi to determine if there is a major (Impact 1) network outage.  Escalate the call when appropriate. Support Management Page 4 Roles and Responsibilities DoIT (Madison) Help Desk The DoIT (Madison) Help Desk is a group of individuals that provide support to all campuses for all types of computer environments. Responsibilities include:  Assist in determining if the problem or question is technical or functional.  Track the call.  Troubleshoot following procedures provided by SFS.  Escalate the call when appropriate.  Notify customer of escalation and provide case number either on the initial contact or by return call.  Provide e-mail notification to SFS management and institution contact via an SFSprovided list serv for Impact 1 cases. Experts within DoIT Experts within DoIT are primarily DoIT programmers and analysts, and DoIT Production staff who manage the hardware and database structure of SFS, implement SFS, and monitor processing. Responsibilities include:  Provide expert knowledge of SFS operating environment, applications and database software.  Provide expert knowledge of SFS WISDM operating environment, applications and database software. Campus SFS Functional Experts Campus SFS Functional Experts are one or more individuals who are generally central campus staff in the accounting, payables and purchasing areas. Responsibilities include:  Provide knowledge of how SFS works functionally.  Provide knowledge of how SFS WISDM works functionally.  Provide knowledge of financial policies and procedures of the campus. UW System Functional Experts UW System Functional Experts are individuals at the UW System level. Responsibilities include:  Provide knowledge of how SFS works functionally.  Provide knowledge of how SFS WISDM works functionally.  Provide knowledge of financial policies and procedures of the entire UW System. Support Management Page 5 Roles and Responsibilities PeopleSoft PeopleSoft is the vendor for the SFS software. Responsibilities include:  Provide contractual support. Support Management Page 6 Standards Standards implement policy. Standards specify uniform use of specific technology parameters and procedures. A standard describes a "management" decision - a decision that dictates what must or must not be done. SFS Support Standards:   The UW-System Support Standards established are to be followed by all campuses. DoIT Help Desk will serve as the main contact point for all SFS non-local campus technical problems and all production SFS WISDM problems. (SFS WISDM comments and problems resulting from user acceptance testing of enhancements will be referred directly to DoIT developers.) Each campus is to provide local technical and functional support for their end users. UW System Administration is to designate functional experts at the UW -System level.   Support Management Page 7 Shared Financial System (SFS) Who To Call For Help User C a m p u s D e c i s i o n Technical Questions All Questions Functional Questions Support Process - Overview Campus (SFS) Help Desk Campus (Dept) Tech Support Help Desk Campus (Dept) Functional Expert unctional Expert EEExpert(s) Functional Questions Technical Questions U W S y s t e m S t a n d a r d s DoIT (Madison) Help Desk Communication Flow UW System Functional Expert(s) Experts within DOIT WISDM Functional Questions PeopleSoft Support Management PeopleSoft Page 8 Support Management Procedures Procedure: GETTING HELP FOR TECHNICAL PROBLEMS AT THE CAMPUS LEVEL This procedure documents the solid-line technical scenario on the Support Process - Overview. (Problem = problem or question.) Action by: User 1. Action: Identifies problem and determines if the problem is technical in nature. Contacts Campus SFS Help Desk for assistance in solving the problem. Logs the call. Verifies the problem is technical in nature. If able to resolve the problem following Campus Help Desk procedures, skip to step # 12. If unable to resolve the problem, escalates to Campus Department Technical Support. Logs or updates the call. Verifies the problem is technical in nature. If able to resolve the problem following Campus Help Desk procedures, skip to step # 11. If unable to resolve the problem, follows PROC= GETTING HELP FOR TECHNICAL PROBLEMS AT THE UW-SYSTEM LEVEL Communicates resolution to Campus SFS Help Desk. Communicates resolution to User. 2. Campus SFS Help Desk 3. 4. 5. 6. Campus Department Technical Support 7. 8. 9. 10. 11. Campus SFS Help Desk 12. Support Management Page 9 Support Management Procedures Procedure: GETTING HELP FOR TECHNICAL PROBLEMS AT THE UW SYSTEM LEVEL This procedure documents the solid-line technical scenario on the Support Process - Overview. (Problem = problem or question.) Action by: Campus Department Technical Support 1. Action: Checks the DoIT Help Desk Network Outage Information Page at: http://sage.doit.wisc.edu/cgi-bin/outages/ outmail2.cgi to determine if there is a major (Impact 1) network outage. If unable to find existing problem case, contacts the DoIT Help Desk. Logs the call (in Clarify) and provides Clarify case number to customer for future tracking. Following SFS-provided Help Desk Troubleshooting/ Diagnostic Documentation, verifies the problem is technical in nature. If able to resolve the problem following DoIT Help Desk procedures, skip to step # 10. If unable to resolve problem, escalates to Experts within DoIT & communicates escalation to Campus Department Technical Support. Resolves problem following internal support procedures, skip to step #9. If unable to resolve problem, contacts PeopleSoft. Provides contractual support to Experts within DoIT. Update Clarify case. Communicate resolution to Campus Department Technical Support. Periodically checks Clarify case status using the “Check Status” feature available on the Web at http:/helpdesk.doit.wisc.edu/ Communicates resolution to Campus SFS Help Desk. DoIT Help Desk 2. 3. 4. 5. Experts within DoIT 6. 7. PeopleSoft Experts within DoIT 8. 9. 10. Campus Department Technical Support 11. Support Management Page 10 Action by: Campus SFS Help Desk 12. Action: Periodically checks Clarify case status using the “Check Status” feature available on the Web at http:/helpdesk.doit.wisc.edu/ Communicates resolution to user. Support Management Page 11 Support Management Procedures Procedure: GETTING HELP FOR FUNCTIONAL PROBLEMS AT THE CAMPUS LEVEL. This procedure documents the solid-line functional path on the Support Process - Overview. (Problem = problem or question.) Action by: User 1. Action: Identifies problem and determines if problem is functional in nature. Contacts Campus SFS Help Desk for assistance in solving the problem. Logs the call. Verifies the problem is functional in nature. If able to resolve the problem following Campus Help Desk procedures, skip to step # 11. If unable to resolve problem, escalates to Campus Functional Expert. Logs or updates the call. Verifies the problem is functional in nature. If able to resolve the problem, skip to step # 11. If unable to resolve problem, follows PROC= GETTING HELP FOR FUNCTIONAL PROBLEMS AT THE UW-SYSTEM LEVEL Communicates resolution to Campus SFS Help Desk. 2. Campus SFS Help Desk 3. 4. 5. 6. 7. Campus Functional Expert 8. 9. 10. Campus SFS Help Desk 11. Support Management Page 12 Support Management Procedures Procedure: GETTING HELP FOR SFS PEOPLESOFT FUNCTIONAL PROBLEMS AT THE UW SYSTEM LEVEL. This procedure documents the solid-line functional path on the Support Process – Overview. The procedure applies to PeopleSoft application problems only. For WISDM application problems, see next page. (Problem = problem or question.) Action by: Campus Functional Expert 1. Action: If problem is an SFS PeopleSoft application functional problem, escalates the problem to the UW System Functional Expert. Verifies the problem is functional in nature. If able to resolve the problem, skip to step # 6. If unable to resolve problem, contacts PeopleSoft. Provides contractual support to UW System Functional Expert. Communicates resolution to Campus Functional Expert. Communicates resolution to Campus SFS Help Desk. Communicates resolution to User. UW System Functional Expert. 2. 3. 4. PeopleSoft 5. UW System Functional Expert Campus Functional Expert Campus SFS Help Desk 6. 7. 8. Support Management Page 13 Support Management Procedures Procedure: GETTING HELP FOR SFS WISDM FUNCTIONAL PROBLEMS AT THE UW SYSTEM LEVEL. This procedure documents the solid-line functional path on the Support Process – Overview. The procedure applies to WISDM application problems only. For PeopleSoft application problems, see previous page. (Problem = problem or question.) Action by: Campus Functional Expert 1. Action: If problem is an SFS WISDM functional problem, determines if problem is a production problem or a user acceptance issue for WISDM enhancements. If production, escalates the problem to the DoIT Help Desk. If user acceptance of enhancement, escalates problem to WISDM developer & skip to Step #5. Logs the call (in Clarify) and provides Clarify case number to customer for future tracking. Verifies the problem is functional in nature. Escalates to Expert within DoIT & communicates escalation to Campus Functional Expert. Determines if enhancement problem is a bug or a design issue. If a bug, fixes it. If a design issue, refers to SFS management for change consideration. Updates Clarify case. Communicates resolution to Campus Functional Expert. Periodically checks Clarify case status using the “Check Status” feature available on the Web at http:/helpdesk.doit.wisc.edu/ Communicates resolution to user. DoIT Help Desk 2. 3. 4. Expert within DoIT (WISDM Developer) 5. 6. 7. Campus Functional Expert 8. Support Management Page 14 Support Management Page 15 Appendix Benefits of First Level Contact at Campus Level Benefits of first level contact with the Campus SFS Help Desk:       Provides one place for users to call (simplistic communication between campus and users) Provides better tracking of calls Common problems can be solved at the first level Standardizes basic resolution Ability to screen calls Training issues can be identified by the statistics of the call tracking system Benefits of first level contact with Campus SFS Functional Experts:      Functional knowledge is available immediately. Quicker resolution for most problems More personal approach Training issues can be identified because the user has closer contact with the people/office doing the training Problem resolution is done at the same place that policies and procedures are determined Example Information for Help Desk Agents Example information Help Desk Agents will need to collect from User.      User Logon information User name and telephone number Site they are calling from PC information (if known), such as type of PC, amount of RAM, operating system, network environment Problem description and error message Additional information as needed for problem resolution. Support Management Appendix Page i Appendix Support Management Roles and SFS Participation See accompanying document for listing of support management roles. Help Desk Impact Levels See DoIT Help Desk Web page http://helpdesk.doit.wisc.edu/support/policies.php#5 for impact level definitions and resolution guidelines. Support Management Appendix Page ii