Support

When implementing an ERP system, such as IFS, organisations tend to focus on the support of the environment from an IT perspective only. Little or no thought is given to the support of the users and the environment from a business process perspective. As such, many issues and problems that are not IT related tend not to be resolved, leaving users unable to use the system and the business impacted by lack of performance. Users not using the system correctly can result in errors in data, workflow and business intelligence reporting.

It is not uncommon to find the following symptoms associated with the support (or lack of support) of an ERP system:

• No formal support strategy to maintain the IFS solution
• Support is reactive not proactive
• Little or no business ownership to the data, process, workflow and configuration issues
• Many new joiners and current users have not received training
• Software environments not available or refreshed by IT
• Skills levels within the business and IT are not sufficient to support end users

Totalamber’s approach to supporting an ERP system, such as IFS, is to consider the holistic environment of the system, not just the IT aspects of the system. Using Totalamber’s Integrated Services Component Model to develop a sustainable support service provides an organisation with the tools, methodology and approach to mitigate the risks and issues associated with the provision of support.

The first stage in Totalamber’s assessment of the Support requirements of an organisation is to conduct an IFS Performance Review (IPR). Totalamber's IPR is a 360 degree review, assessment and analysis of the holistic IFS environment using Totalamber's Diamond Methodology to assess business strategy, people, process and technology.

The IPR uses the following tools and techniques to assess the IFS environment, identify risks and issues and provide the business with the most appropriate roadmap for delivering a sustainable support function:

• IFS Snapshot - An initial survey and questionnaire designed to elicit key feedback on the current system and environment from a cross-section of key stakeholders (management, super/key users, users) and to determine their views and aspirations for a rollout of IFS
• Landscape Internal Support Assessment (LiSA) - An on-line tool that assesses the issues and capabilities of the current support provision within an organisation
• Support Needs Analysis (SNA) - A detailed assessment of the specific support needs of an organisation assessed against Totalamber's 6 layer support Tower

Analysis of the findings from each of the tools enables Totalamber to feed information into the Support Rollout Configurator which provides an initial indication of the proposed structure and approach to support IFS across the organisation. The associated Statement of Work provides a detailed assessment of the specific support requirements, the anticipated time required to deliver support and the roadmap for delivery of planned, proactive services.

Totalamber provides 1st and 2nd line support services based on a 6 layer Support Tower. The Support Tower is separated into 3 Service Levels - Bronze (layers 1 & 2), Silver (layers 3 & 4) and Gold (layers 5 & 6).

• Layer 6 – Training
• Layer 5 – Reporting
• Layer 4 – Functional / Modules
• Layer 3 – System and User Administration
• Layer 2 – Data
• Layer 1 – Software

Each layer is sub divided into a number of components representing individual services provided by Totalamber. This approach enables Totalamber to right-size a support service, delivering only those services required by an organisation.

Layer 6 – Training – New joiner Inductions, Key User Training, Existing User Refresh

Layer 5 – Reporting – Reporting Tools Training, BI Dashboards, Reports Development

Layer 4 – Functional / Modules – Modules Snag List, Key User Remote Support

Layer 3 – System and User Administration – Profiles Management, Security and Access Management

Layer 2 – Data – Data Management, Customisation, Vendor 3rd party incidents

Layer 1 – Software – Software Fix Management, Software Performance Management, Batch/Job Management, Modifications Maintenance

To determine specific support requirements, Totalamber’s approach is to develop a Support Strategy based on understanding the baseline environment and the aspirations of the system stakeholders. Totalamber’s Integrated Services Component model provides the tools, methodology and approach for baselining the current environment and defining the specific support services required by the client. Totalamber uses the following tools and techniques to baseline the IFS environment and assess the support requirements of the organisation:

• Diamond Methodology - A structured approach to assessing the current “As Is” IFS environment and determining the strategic or “To Be” requirements. The IFS environment is assessed across four dimensions of business strategy, people, process and technology. The Diamond Methodology enables organisations to assess where they are, where they want to be and what the roadmap for the journey ahead.
• LiSA (Landscape Internal Support Assessment) – An online tool to help an organisation evaluate the current effectiveness of their support function. LiSA provides a detailed evaluation of support effectiveness assess over 4 categories – Strategy&Direction, Management&Control, Execution&Delivery, Support&Sustainability and enables Totalamber to provide a fit-gap assessment that highlights the current state of support within an organisation and provide a recommendation for future support.
• Support Needs Analysis - A tool that enables Totalamber to assess support needs across 6 layers of enterprise system operation- software, data, systems and user administration, modules/functionality, reporting and training. The SNA enables Totalamber to determine where support is specifically needed – which layers and service delivery components.

The findings from each of these tools enables Totalamber to provide the client with a Baseline Assessment of their current support operations and a Support Roadmap and Statement of Work.

The Support Roadmap visually shares the vision for the delivery of support services to the client. The Support Roadmap identifies the key workstreams associated with the support service, the activities associated with each workstream, the duration of the activity, start and end dates and key milestones.

The Statement of Work provides a detailed breakdown of the services to be delivered to the client. This document enables Totalamber and the client to agree the key workstreams for support services, any milestones and the anticipated duration of services to be provided during the period of support service provision.

Totalamber’s approach to delivering a sustainable support service is to provide structured management and governance of the support function. Totalamber’s Integrated Services Component Model provides the tools, methodology and approach to managing and delivering a sustainable support service

Totalamber delivers support services to defined and agreed Service Levels. When a client identifies a problem or issue with their IFS system, in the first instance they raise a case through Totalamber’s Case Management system. Totalamber will respond to the case within agreed timescales as defined in the Service Level Agreement.

The first stage in delivering a support service from Totalamber is to Mobilise both the client and Totalamber’s support team. Mobilisation is the process adopted by Totalamber to ensure the client and key users within the client understand the support process and that Totalamber’s support team are up to speed with the clients IFS environment.

Totalamber’s approach is to use a Mobilisation Checklist which covers the following areas:

• Provide documentation – Contract, Statement of Work, Support Services Handbook, Case Management System Training
• Client documentation – Work instructions, application set up
• Mobilisation of Client – Primary and Secondary Support contacts, Key Users for each module
• Mobilisation of Totalamber Team – Support Manager, Technical Consultant, Functional / Module Consultants
• Establish and test connectivity - Verify accessibility of environments
• Case Management System - Set up client and client users on the case management system, train users
• Proactive Support Activities - Conduct IPR, technical MOT, document findings and recommendations

Totalamber’s approach to delivering a sustainable support service is based on the principles of combining a proactive service with a reactive service. The proactive service delivers short term and medium term quick wins and initiatives in a structured programme of work and the reactive element responds to ad hoc issues and problems.

Totalamber’s Integrated Services Component Model provides the tools, methodology and approach to identify the support requirements of an organisation. Proactive services are planned and co-ordinated for delivery over the period of the support contract and deliver tangible business benefit into the organisation through training services, performance improvements, process improvements and enhancements. A Roadmap of activity is agreed between Totalamber and the client and delivery by the support team is facilitated in conjunction with the milestones and priorities of the client.

Reactive support services cannot be planned in advance, so Totalamber uses a number of tools and techniques to manage and deliver reactive support services. Using Totalamber’s Case Management Tool, clients log issues and problems which are then passed to Totalamber’s Support Centre. Cases are analysed by 1st Line Support who will liaise with the client and either resolve the issue or pass it to a specialist 2nd Line Support Consultant. The Case Management System retains a log of all calls, activity on a call and the time to fix the issue. Totalamber works to agreed Service Levels to resolve a case and ensures regular communication with the client is maintained at all times. If 3rd Line support from the vendor is required, Totalamber will liaise with the vendor to facilitate a resolution of the problem.

Totalamber provides the client with a monthly report which includes a summary of cases recorded in the previous month, resolution against service level and identification of any anticipated issues in the coming month.

Totalamber also holds a quarterly review meeting with the client to assess support provision in the previous quarter and determine support requirements for the next quarter.

Totalamber delivers a sustainable support service to clients that complements (not replaces) vendor support and maintenance services. Totalamber’s support service is designed to facilitate the needs of clients and its componentised approach enables clients to turn on and turn off support services as their business demands. If the business is going through a period of change, internal resource is being moved into other projects, then organisations can quickly increase the level of support provided by Totalamber across any layer or component. If the business is in a period of stability and internal resource is available to support the ERP environment, then Totalamber’s support services may be engaged to provide just spillover support when resources are sick or on holiday.

Totalamber’s approach to building a sustainable support service is based around the following guiding principles:

• Communications – providing regular communication to all stakeholders regarding the provision of support and delivery against service levels
• Governance – ensuring a structured approach to the management and governance of the support service is maintained at all times
• Issues and Risk Management – providing a service to identify and mitigate risks, ensuring business continuity and minimal disruption