Preamble Statement of Proprietary Information The information contained in this document is confidential to itelligence Outsourcing MSC Sdn Bhd. The document may not be disclosed, duplicated, or used, for any purpose, in whole or in part, without the prior written consent of itelligence Outsourcing MSC Sdn Bhd.
Document Status Version Number:
Version 1.0
Date:
2 March 2017
Copy Number:
Electronic distribution
Document Owner Title:
Head of Service Desk MY
Name:
Imran Ong
Signature:
Electronic approval received
Date:
22 February 2017
Document Authorisation Title:
Director – Operations
Name:
Tan Kean Wei
Signature:
Electronic approval received
Date:
2 March 2017
Distribution This document is available to itelligence Outsourcing MSC Sdn Bhd team members’ involved with hosting operation. Any printed copies of this document are to be considered as information only and not subject to document control.
Referenced Documents This document is contained in the Shared folder stated below. Unless otherwise specified, the latest version should be used as the valid reference point.
History of changes The following table provides an overview of the history of the document. Version 1.0
Date 2 March 2017
Revision Description Original – Version #1
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Author Cindy Megasari
itelligence Outsourcing
Escalation to SAP – GL Sessions
Table of Contents Statement of Proprietary Information ................................................................................................................ 2 Document Status ................................................................................................................................................... 2 Document Owner .................................................................................................................................................. 2 Document Authorisation ...................................................................................................................................... 2 Distribution ............................................................................................................................................................ 2 Referenced Documents ......................................................................................................................................... 2 Procedure on scheduling Go Live Check sessions with SAP ................................................................................. 5 Reference Screenshots ............................................................................................................................................ 7 1.
Go Live Check Template – Contact Person(s) ................................................................................................ 7
2.
Check if “Maintenance” contract type is available in ISP ............................................................................... 8
3.
Ticket template for “Maintenance” contract type............................................................................................ 8
4.
Set status to “Sent to SAP” to create OSS message ........................................................................................ 9
5.
Provide Information to SAP ............................................................................................................................ 9
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Procedure on scheduling Go Live Check sessions with SAP
This procedure is valid when scheduling pre-go live check and post-go live check sessions with SAP. For any projects, it is mandatory to schedule both sessions by creating OSS message. Every OSS message is valid for 1 system. o For example : There are in total 5 systems to go live. This means to create 5 OSS messages for individual systems. Pre-go live check session : o Raise ticket to SAP at least 2 months prior to Go Live date o Schedule the session 2 weeks before Go Live date Post-go live check session : o Use the same OSS ticket & email trail as Pre Go Live check. o Follow up with SAP on the session preparation phase 1 week after Go Live date o Schedule the session 1 month after the Go Live date Solman GL preparation guide can be found below:
L:\01 GMS\02 Localised Internal Templates\03 Operation\SAP Go live Checks Preparation Guide.pdf
Kindly refer to below flowchart.
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Reference Screenshots 1. Go Live Check Template – Contact Person(s) Ensure the below items highlighted in Red are filled up when SAP send the questionnaire form. It is crucial to indicate that Itelligence is to be the primary contact and customer contact is to be in the cc list only.
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2. Check if “Maintenance” contract type is available in ISP Create a new ticket in ISP and key in your customer BP ID. Click on the “ZIM Maintenance” contract type.
3. Ticket template for “Maintenance” contract type Fill up the details as per below. Ticket description : Go live check session for Message Processor : Key in your BP no. Reported by : Choose “MY Support Itelligence” Priority : Medium System Name & Role : Choose your system SAP Component : Choose component SV-BO-REQ Long text : Key in your message to SAP.
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4. Set status to “Sent to SAP” to create OSS message Once ticket is created, take in processing the ticket. Put in “information for SAP”, then choose “Sent to SAP” option.
5. Provide Information to SAP If you want to give more information to SAP, choose “Reply/additional Info for SAP”.
