Service catalog

Support
Oracle Smartview
Oracle EPM Suite
TMA – Third-Party Application Maintenance
Oracle Hyperion Financial Management
Oracle Hyperion ESSBase
Oracle Hyperion Business Rules
Oracle Hyperion Financial Reporting
Oracle Hyperion SmartView
Service catalog 2016
TMT – Third-Party Application Technical Maintenance
Application – Oracle EPM
Web providers
Servers
Databases
Steering
Follow-up
Decision support
Audit

SUMMARY
Presentation
Glossary
1 - User support 2 - Functional administration
1.1 - User problems 2.1 - Reports maintenance
1.2 - Smartview (install) 2.2 - Models maintenance
1.3 - Thick client (install) 2.3 - Queries maintenance
1.4 - Smartview Training 2.4 - Structure management
1.5 - EPM Training 2.5 - Rules management
1.6 - Periods management 2.6 - Data loading
1.7 - Application securities 2.7 - Mapping loading
2.8 - Tasks management
2.9 - Batchs management
3 - Technical administration 4 - Piloting
3.1 - Monitoring 4.1 - Piloting
3.2 - Exploitation 4.2 - Securities audit
3.3 - Major incidents management 4.3 - Usage audit
3.4 - Minor incidents management 4.4 - Technical audit
3.5 - Problems management 4.5 - Expert analysis
3.6 -Patch implementation 4.6 - Junior analysis
3.7 - Backups management
3.8 - Backup restoration
3.9 - Securities management
Copyright © 2012 Smarthys. All rights reserved

Presentation
The management of Smarthys shared services is based on:
- A QAP - Quality Assurance Plan: introducing the services organization and management;
- A service catalog : introducing the subscribed services
The services are divided into four packs:
1 - Support
2 - Functional maintenance -
TMA
3 - Technical maintenance -
TMT
4 - Piloting
Who ?
What ?
Why ?
How ?
Who ?
What ?
Why ?
How ?
Who ?
What ?
Why ?
How ?
Who ?
What ?
Why ?
How ?
Main objectives
Deliver support to users
Help, trainings
Improve the efficiency of users
Ensuring reactivity, and benefit dedicated skills
The business manager
All applicative functional changes
Ensuring auditability of the system and limit the changes consecutive incidents
Proceeding and controlling change management
The technical manager
Applications, servers and datbasesa.
Limit downtime and reduce the vulnerability of applications
Ensure reactivity, and benefit specific skills to resolve encountered incidents / problems
The TMA / TMT manager
Services include in the TMA / TMT
Ensuring proper management of resources and services proposed
Preparing regular reports, propose areas for improvement, and managing resources
A reading guide to understand the service sheets as below.
Reading Guide
Status:
Service type:
Description:
Specifies the service status:
- OFFER: service in developpment but not yet in production;
- IN PRODUCTION: service offered in production;
Specifies the service type:
- On request: the service request is usually activated by the creation of a ticket;
- Recurrent: the service is done from day to day, or by following a planning and a fixed
frequency;
Provides a non-technical description of the service
Standard service:
Describes the content of the service in detail
Service cost : Working unit(s) by base units
The working unit can evaluate the cost of the expected service.
Service level :
White period
Red period
(processing time)
The service level agreement (SLA) is the completion time of the service.
There are two levels of SLA:
- White periods: out of closing period;
- Red periods: closing period;
Hours of services:
Sets the hours and days of service when the SLA applies.
On-call duty can be defined to extend the ranges of service hours.
Application perimeter:
User scope:
Prerequisite:
Implementation
procedures:
Defines the applicability perimeter of the service. All applications / systems affected by
the service
Defines users with access to the service
List the prerequisites expected from the user
List the procedures for implementation
Deliverables:
List the expected deliverables from the provider
Queries taken into account: List the possible entry points to submit a request
Monitoring Indicators:
Exclusions:
List the indicators that allow a service tracking every month
List the expected exclusions
Copyright © 2012 Smarthys. All rights reserved

Glossary
Application
On-call duty
Base
Change
An application is an EPM application.
An on-call duty defines the disponibility of a consultant, out of his working hours (from 9 AM to 6 PM) and out of working days (according
to the french laws).
A database is ian ndependent data unit that can be managed / administered independently from other units.
Add, edit or delete anything that may have an effect on IT services and/or the application. The scope must include any change of
architecture, processes, tools, metrix and documentation, as well as changes to IT services and other configured items.
Major incident
A major incident results in a total loss of services or generates a problem requiring a shutdown of business operations. Major incidents
cause a shutdown of services longer than 4 hours.The major incidents impact all users. The major incidents disrupt / modify one or more
business processes with an impact on the management of a company. The following events must be considered as major incidents:
- Global loss of access to one or more applications more than 4 hours;
- Business Data Loss, requiring a data restoration;
Minor incident
A minor incident has an limited impact, or a limited duration time. It leads to a partial loss of services (does not affect all users), or
generates a problem causing a limited interruption to business operations. The minor incidents cause a difficulty, which can be workaround
by the business team. The following events are considered as minor incidents:
- Loss of an administration module, without impact on all users;
- Loss of services less than 4 hours;
Service level
White period
Red period
Problem
Server
The service level is the Smarthys commitment regarding the realization and execution time.
The white periods are reporting periods.
The red periods are closing periods. They require a total and optimal availability of the application.
A problem is the root cause of one or several incidents. This cause may not be known at the moment of the problem registration, and the
process of Problem Management is then responsible of further investigations.
A server is a unit of the technical application architecture (which can be virtual or physical)
Copyright © 2012 Smarthys. All rights reserved

1 - USER SUPPORT
This level includes all operations carried out with EPM users.
The objectives of level 1 support is to optimize user efficiency on complex software.
This support involves:
- User trainings;
- An assistance on possible use issues;
- A reactivity in tickets management and processing ;
The key factors are:
- Capitalization and experience acquired by Smarthys on these tools;
- A easy and quick access to the support;
- An effective qualification of tickets;
Here is an example of ticket qualification process.
EPM use issue
Open a support ticket
Users
Qualification ticket request
with user
Which kind of
request is it?
Product
anomaly
Is it a general
anomaly ?
No
Is there a
known
solution ?
Yes
Request linked
Yes
No
Explanation and resolution
of the request with user
Ticket requalification
Investigations
Apply solution
Incident management
procedure
Is there a need
for training ?
Is there a
solution ?
Yesi
Creation a support
documentation
Yes
No
Are the checks
conclusive ?
No
Procedure of training
management
Problem management
procedure
Yes
Ticket closure
Smarthys
Copyright © 2012 Smarthys. All rights reserved

1.1 -User problems (smarview, epm, …)
Status:
Service type:
Description:
PROPOSITION
On request
Operationalize users regading use issues and provide necessary expertise to resolve anomaly / use issues in
Smartview and all EPM related solutions (resolution of isolated issues - not global issues)
Standard service:
This service includes:
- Request reception;
- Qualification of the issue with the impacted user;
- Proposition / explanation of the resolution;
For this analysis, Smarthys has diagrams to identify the origin of users anomalies quickly and also a
significant knowledge base that has been established by Smarthys according to its experience. Smarthys can
answer as well to product-related questions (in terms of administration or utilization) in order to inform
and/or reinforce users / administrators regarding the choices they make.
Cost of service: 1 working unit(s) by Problem
Service level:
(processing time)
White period
7h
Red period
4h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
EPM Users
Not applicable
Not applicable
Deliverables:
Not applicable
Request process:
Monitoring Indicators:
Ticket opening:
- Show the problem with screenshots
- Error message (if available)
Number of resolved problems
Number of problems in progress
Number of problems unresolved
Average time of treatment
Exclusions:

1.2 - Smartview (install)
Status:
Service type:
Description:
PROPOSITION
On request
Provide the fully operational and correctly configured SmartView addin to financial users, according to their
needs.
Standardize and optimize the Smartview use.
Create a standard allowing to spread a template.
Standard service:
This service includes on-demand installation of SmartView on a user machine:
- Addin installation;
- Connection initialization;
- Standard options definition;
It allows to enhance the user operationabilit and to reduce downtime due to the absence of the Smartview
addin, a bad installation or an heterogeneity of usage.
Cost of service: 1 working unit(s) by Laptop
Service level:
(processing time)
White period
7h
Red period
4h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
Smartview
EPM Users
Having access to EPM
Smartview installation procedure (Smarthys Internal procedure)
Deliverables:
Not applicable
Request process:
Monitoring Indicators:
Ticket opening
Number of installation
Exclusions:

1.3 - Installation of financial reporting studio and financial management
Status:
Service type:
Description:
PROPOSITION
On request
Provide availability of EPM thick clients, essential to EPM applications administration
Standard service:
The service provides access to necesssary technical expertise required to install these modules. These
modules are used by functional administrators.
Cost of service: 1 unité(s) d'œuvre(s) par Laptop
Service level:
(processing time)
White period
7h
Red period
4h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
Financial Reporting Studio
EssBase Application Studio
Financial Management Studio
Administrator of Financial Reporting or HFM
Having administrator access to HFM and / or Financial reporting
Having administrator access to the tool to install
Implementation procedures:
Deliverables:
Installation of Financial Reporting (Smarthys internal procesure)
Installation of EssBase Application Studio (Smarthys internal procesure)
Installation of HFM for heavy client (Smarthys internal procesure)
Not applicable
Request process:
Monitoring Indicators:
Not applicable
Nomber of realised installations
Exclusions:

1.4 - Smartview Training
Status:
Service type:
Description:
PROPOSITION
On request
Deliver an adequate training to users, and enhance their efficiency on Smartview.
Standard service:
The training offer includes:
- The organization of a training session (webcast or physical);
- The animation of the training by presenting concrete cases of reporting and model for entrys;
- The restitution through the provisioning of training support;
- Experience feedback of trainers on the use of Smartview functionalities (hints and tips);
Each course is evaluated by the participants with the aim of continuous improvement of content and
pedagogy.
Cost of service: 4 working unit(s) by Session (sessions of maximum 10 users)
Service level:
(processing time)
Working hours:
White period
To plan
(limited to 10 users per session)
Not applicable
Red period
NA
Application perimeter:
User Scope:
Prerequisite:
Smartview
Business manager
Demand validation and session planning
Implementation procedures:
Subscription and planning of trainings (common procedure between Smarthys and the Client)
Deliverables:
Training support
Request process:
Monitoring Indicators:
Not applicable
Number of trained users
Exclusions:

1.5 - EPM training (HFM, planning and EssBase)
Status:
Service type:
Description:
PROPOSITION
On request
Deliver an adequate traning to users and enhance their efficiency on EPM software
Standard service:
The training offer includes:
- The organization of a training session (webcast or physical);
- The animation of the training by presenting concrete cases of EPM uses;
- The restitution through the provisioning of training support;
- The experience feedback of Smarthys trainers on the use of EPM functionalities (hints and tips);
Each course is evaluated by the participants with the aim of continuous improvement of content and
pedagogy.
Cost of service: 6 working unit(s) by Session (sessions of 10 users maximum)
Service level:
(processing time)
White period
To plan
Red period
NA
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM application
Business manager
Demand validation and session planning
Subscriptions and planning of training (common procedure between Smarthys and the client)
Deliverables:
Training support
Request process:
Monitoring Indicators:
Not applicable
Number of trained users
Exclusions:

1.6 - Periods management
Status:
Service type:
Description:
PROPOSITION
On request
Maintenance of periods and administration of closing planning in EPM system.
Standard service:
This service includes:
- Opening and closing of periods for journals management;
- Opening (FIRST PASS), closing and locking of periods in process management;
It enables consolidation services to focus on business issues without worrying about heavy and time
consuming administrative tasks.
Cost of service: 2 working unit(s) by POV (scenario / year / period)
Service level:
(processing time)
Working hours:
White period
7h
(POV - triplet scenario année periode)
Not applicable
Red period
4h
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM application
Business manager / EPM administrator
Not applicable
Not applicable
Deliverables:
E-mail confirmation after each period opening and closure
Request process:
Monitoring Indicators:
Ticket opening with a periods management planning
Not applicable
Exclusions:

1.7 - Securities changes (add, supress, update)
Status:
Service type:
Description:
PROPOSITION
On request
Manage applicative securities and ensure the access auditability on EPM tools.
Standard service:
This service includes:
- Adding users into the Shared Services;
- Deleting users;
- Access rights modification;
- Provide an audit report on actual access rights;
- Tracking changes on access rights into EPM;
It enables consolidation services to focus on business issues without worrying about heavy and time
consuming administrative tasks.
Cost of service: 1 working unit(s) by Utilisateur
Service level:
(processing time)
White period
5h
Red period
3h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Every member of the financial team
Acces rights validated by the manager and the N+1
Validate applicative securities management procedure and the corresponding RACI
Applicative securities management
Deliverables:
Change form
Confirmation E-mail
Request process:
Monitoring Indicators:
Ticket opening with access rights to assign and the user login
Changes number
Exclusions:

2 - FUNCTIONAL ADMINISTRATION
This level of service includes all business operations allow to maintain the EPM application to a good level.
As part of ITIL best-practices, Smarthys ensures that methods and standard procedures are used for efficient and prompt handling of all changes in order to minimize
the impact of consecutive incidents to the implementation of these changes and, therefore, improve the daily operation.
As part of a SOX implementation, Smarthys ensures and implements control and auditability of all changes made to the application.
The change management process garantees and ensures the quality of operations. Please find an example of a process used for change management.
Open a support ticket
Business Responsable
Registration of a request
Qualification and evalluation of request
Change urgent
?
Planification of the request
Fast Track ?
Realization of change in the developpement
environment
Achievement of change in integration
environment
Unit tests
Realisation of change sheet
Smarthys
Validation ?
Client
Procedure Go-Prod
Close of ticket
Smarthys
Copyright © 2012 Smarthys. All rights reserved

2.1 - New reports (update)
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain and make available a reliable and structured reporting
Standard service:
This service includes:
- Operational new reports;
- Change tracking and auditability of the changes operated;
The reports represents all reporting objects available in EPM:
- Tasklists / WebForms / DataGrids / HFM Reports;
- Financial reports / Books / Booklets;
Smarthys handles versioning and configuration management (guaranteeing track of all the changes in the
application) through the use of LCM (Life Cycle Management).
Smarthys is committed to maintaining the skills on EPM tools as well as the specific application settings.
Cost of service: 2 working unit(s) by Document
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with report description to create or edit
Number of reports
Number of performed changes
Exclusions:

2.2 - New models (update)
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain and make available restitution models and entries in Excel.
Standard service:
This service includes:
- Complements of entries / reporting in Excel;
- A tracking of modifications done and the auditability of the changes operated;
- Standard usage in Excel;
- Maintain Excel macro, linked to models;
- Provide and maintain administration tools pilot from Excel (security, metadata, list, journals, ...)
Through this service, Smarthys is committed to maintain the skills on EPM tools as well as the specific excel
file settings.
Cost of service: 2 working unit(s) by Feuille Excel
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with model description to create or edit
Number of models (page)
Number of performed changes
Exclusions:

2.3 - New retrieves (update)
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintaining and making available retrieves of Excel extraction.
Standard service:
The service includes:
- Creation of Excel retrieves (extractions in mass of data);
- Creation of fast and simple to use extractions, for audit purposes;
- Request of essential access needed to read the database;
Through this service, Smarthys is committed to maintain the skills on EPM tools as well as the specific
application settings.
Cost of service: 4 working unit(s) by Retrieve
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with retrieve description to create or edit
Number of retrieves
Number of performed changes
Exclusions:

2.4 - Change of structure (metadata, outline)
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain a tools structure to guarantee the history and to prepare the coming reportings.
Standard service:
This service helps to maintain operational and functional reporting structure. It includes a tracking of
modifications and the auditability of the changes operated.
This service is realized through EPMA tools (Enterprise Performance Management Architect) and DRM (Data
RelationShip Management).
Smarthys handles versioning and configuration management (guaranteeing a track of all the changes in the
application) by using LCM (Life Cycle Management).
Smarthys is committed to maintain the skills on EPM tools as well as on the specific application settings.
Cost of service: 3 working unit(s) by Member
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with code and description of the item to add (and conportement in the rules /
formulas associated)
Number of element per dimension
Number of changes performed by dimensions
Exclusions:

2.5 - Rules, scripts change
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain and create a system and an operational calculation engine.
Standard service:
This service includes maintenance of the rules, a change tracking and the auditability of the changes
operated.
Smarthys handles versioning and configuration management (guaranteeing a track of all the changes in
application) by using LCM (Life Cycle Management).
Smarthys is committed to maintaining the skills on EPM tools as well as the specific application settings.
Cost of service: 4 working unit(s) by Group (group of 10 lines)
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Services hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM aplications EPM (HFM rules, Business Rules, Calculation Manager)
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Ticket opening with description of modifications to realise
Monitoring Indicators:
Number of lines in rules
Number of modifications made to rules
Exclusions:

2.6 - Data change (DLR, ODI)
Status:
Service type:
Description:
Standard service:
PROPOSITION
On request
Load and handle recurrent changes for the following elements:
- Perimeters and consolidation percentages;
- Currencies conversion rates;
- Accounting bundles of entities;
- Operational Indicators;
- HFM journals;
- Interco transactions;
This service includes:
- A pre-check on the loading impact (replacement / deletion of data)
- A data load
- Migration of historical data to third party applications
Cost of service: 4 working unit(s) by Flow
Service level:
(processing time)
White period
Red period
1 day 6h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening specifying the change procedure to apply
Number of changes
Exclusions:

2.7 - Change of mapping rules
Status:
Service type:
Description:
PROPOSITION
On request
Maintain and update the inbound interfaces (FDQM) or modify the rules of conversions in specific interfaces
(VBS / Batches)
Standard service:
This service includes:
- Operational and functional mapping;
- Change tracking and auditability of the changes operated;
Through this service, Smarthys is committed to maintain a wealth of expertise on EPM tools as well as the
specific application settings.
Cost of service: 1 working unit(s) by Mapping
Service level:
(processing time)
White period
Red period
1 day 6h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications EPM
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Open ticket with mapping modifications to perform
Number of changes
Exclusions:

2.8 - Tasks management (taskflow, workflow, process flow)
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain and create scheduled tasks.
Standard service:
This service includes the creation of scheduled operational tasks to reduce maintenance change costs and
have a optimal use of the environment.
Smarthys handles versioning and configuration management (ensuring tracking of all changes in the
application) through the use of LCM (Life Cycle Management).
Smarthys is committed to maintain a planning of all scheduled tasks within its scope. This planning limits the
number of tasks in conflict over a time range, smooth the load and minimize the risk of incidents.
Cost of service: 2 working unit(s) by Flow
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with sequences and scheduled tasks to execute
Number of tasks scheduled
Number of performed changes
Exclusions:

2.9 - Management of batchs
Status:
Service type:
Description:
IN PRODUCTION
On request
Maintain and create batches to execute recurrent administrative tasks, managed by batch or VBS file.
Standard service:
This service includes:
- Operational batches to reduce maintenance costs and to ensure the optimal usage of the environment;
- Batches / VBS for interfacing environments / applications;
- A modification tracking and the auditability of every operation;
Through this service, Smarthys is committed to maintain a planning of all planned tasks within its scope. This
planning helps to limit the number of tasks in conflict over a time range, smooth the load and minimize the
risk of incidents.
Cost of service: 8 working unit(s) by Flow
Service level:
(processing time)
White period
Red period
1 day 6h
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications
Business manager / EPM administrator / IT manager
Validate the change management procedure and the corresponding RACI
Changes management
Deliverables:
Change form
Email confirmation
Planning for GoPro
Documentation updates (to be defined)
Request process:
Monitoring Indicators:
Ticket opening with sequencing and scheduled tasks to execute
Number of tasks scheduled
Number of performed changes
Exclusions:

3 - TECHNICAL ADMINISTRATION
This level includes any technical operation allowing to maximize the availability of the application, and minimize any data loss risks and application vulnerability.
The different services are adressable on :
- an application (HFM, FDQM, Essbase, Planning, ...)
- a server
- a database (schemas)
Securities management
Patch installation
Exploitation
Change management
Incidents management
Problems management
Monitoring
Backups
Restorations
Securities management
EPM application Servers Databases
The technical maintenance is broken down in three areas :
- corrective and progressing maintenance: allows to repair/restoring an application on environment;
- preventive maintenance: allows to reduce the incident number;
- proactive maintenance: offers multiple improvement axis which detects problems before they turn into incidents
Smarthys use its EPM expertise and software like Accelatis, Nagios & SmartMonitor to detect problems before they turn into incidents, and propose improvement axis.
Copyright © 2012 Smarthys. All rights reserved

3.1 - Monitoring
Status:
Service type:
Description:
IN PRODUCTION
Package
Deliver indicators, alerts and reporting allowing to track activity on any EPM environment.
Standard service:
Monitoring includes :
- Indicators and applicative performances KPI definition (10 distinct indicators maximum)
- Alert definition and implementation, allowing to signal any applicative anomaly (triggered by one or more
thresholds)
- Scheduled reportings on indicators
Through this service, Smarthys commitment is to proactively maintain your environments and applications,
with a purpose : to propose regular optimizations and implement them after the client agreeds.
Cost of service: 3 working unit(s) by unit / month
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
EPM application
Business manager / Technical manager
Validate tracking indicators (and their number)
Validate alerts and their respective thresholds
Install a monitoring software (Nagios, Accelatis, SmartMonitor, ...)
Implementation procedures:
Exploitation document
Deliverables:
Activity report
Request process:
Not applicable
Monitoring Indicators:
Exclusions:

3.2 - Exploitation
Status:
Service type:
Description:
IN PRODUCTION
Package
Process cleaning tasks on servers, databases or applications.
Standard service:
The maintenance plan includes logs archiving and cleaning, deletion of zero lines and a stop/start of the
applications and servers.
The main objective is to correct any regression that applications, servers and/or databases+ could suffer. The
exploitation service includes the following actions:
- Stop and start applications, servers or databases;
- Logs cleaning;
- Zeros deletion (only on applications);
- Applying operating system patches (specific case);
- Answer simple challenges (explanations / information on the existing configuration / ...)
- Stopping a cluster node (i.e. for a software maintenance)
Cost of service: 1 working unit(s) by unit / action
Service level:
(processing time)
White period
4h
Red period
Not applicable
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
Every defined tasks on the exploitation document (except patching)
Business manager / Technical manager
Operating on a stable application
Install a monitoring software (Nagios, Accelatis, SmartMonitor, …)
Define the action in the exploitation document
Implementation procedures:
Exploitation document
Deliverables:
Not applicable
Request process:
Monitoring Indicators:
Exclusions:
Ticket opening of hotline call
Processed actions number
The following tasks are excluded :
- Applicative patch installation;
- Backup restoration;
- Securities management.

3.3 -Major incidents management
Status:
Service type:
Description:
IN PRODUCTION
Package
Manage incidents, minimize impact and optimize the decision-making time
Standard service:
This service includes:
- A hotline;
- A dedicated expert until the incident is resolved;
- The incident qualification;
- A proposed scenario or workaround to reduce downtime;
- The redaction of an incident report;
Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a
fast and efficient response against problems and incidents.
Cost of service: 24 working unit(s) by Incident
Service level:
(processing time)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
White period
Red period
2h
1h
Immediate operation until resolution (expert dedicated to this task until problem resolution)
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications / Servers / EPM databases
Technical manager
Have a technical contact person available on-site (no remote access)
Incidents management
Deliverables:
Incident report (including resolution, workarounds and/or any changes offered)
Request process:
Ticket opening of hotline call
Monitoring Indicators:
Exclusions:
Any incident related to a problem qualification, regarding a third party are excluded from the
TMA/TMT perimeter.

3.4 - Minor incidents management
Status:
Service type:
Description:
IN PRODUCTION
Package
Manage incidents, minimize impact and optimize the decision-making time
Standard service:
This service includes:
- A hotline;
- A dedicated expert until the incident is resolved;
- The incident qualification;
- A proposed scenario or workaround to reduce downtime;
- The redaction of an incident report;
Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a
fast and efficient response against problems and incidents.
Cost of service: 8 working unit(s) by Incident
Service level:
(processing time)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
White period
Red period
2h
1h
Immediate operation until resolution (expert dedicated to this task until problem resolution)
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM applications / Servers / EPM databases
Technical manager
Have a technical contact person available on-site (no remote access)
Incidents management
Deliverables:
Incident report (including resolution, workarounds and/or any changes offered)
Request process:
Ticket opening of hotline call
Monitoring Indicators:
Exclusions:
Any incident related to a problem qualification, regarding a third party are excluded from the
TMA/TMT perimeter.

3.5 - Problems management
Status:
Service type:
Description:
IN PRODUCTION
Package
Open a case and ensure that problem are tracked;
Reduces downtime and prevents potential incidents.
Standard service:
This service includes process and tracking of problems, from different service providers :
- In the case of a product bug:
- editor case opening (requires to be declared and to have access to the client CSI)
- provide if necessary any RDA diagnostic element;
- Exchange with the editor support team;
- In the case of a material failure (only servers and databases):
- Changes proposition and evaluation;
Smarthys commits to perform and pilot the technical and functional coordination.
Cost of service: 6 working unit(s) by Ticket
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM application
Business manager / Technical manager
Have a technical contact person available on-site (no remote access)
Incidents management
Problems management
Deliverables:
E-mail confirmation
Ticket number related to the Oracle support team
Request process:
Monitoring Indicators:
Ticket opening with a method to reproduce the bug
Number of Oracle cases opened
Exclusions:

3.6 - Patch implementation
Status:
Service type:
Description:
IN PRODUCTION
Package
Maintain the application to an optimal patch level, and minimize production issues number.
Standard service:
This service includes :
- Installation of a patch in a test environment;
- Technical and functional validation (for any applicative patch) of the environment (non-regression tests);
- Installation of the same patch in production environment;
- Operations documentation and recording
Through this service, Smarthys commits to proactively maintain your environments, including a technical
survey allowing to offer functional and technical evolutions of the product, and their implementation with
the client agreement.
Cost of service: 8 working unit(s) by Patch
Service level:
(processing time)
White period
To plan
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM application
Business manager / Technical manager
Not applicable
Changes management
Database exploitation documentation
Deliverables:
Request process:
Activity reports
Documentation update
CMDB update
Ticket opening
Monitoring Indicators:
Exclusions:
Not applicable
System patch implemententation is a recurrent service operated by Smarthys every three
months, included in the exploitation service.

3.7 - Backups management
Status:
Service type:
Description:
IN PRODUCTION
Package
Ensure the existence of a database / servers backup, and secure business data.
Standard service:
This service includes an everyday database backup routine and its archive for a fixed duration choosed by the client.
It includes the management of the transaction logs.
Through this service, Smarthys commits to track backups and trigger alerts if an anomaly occurs.
This service is included in the Cloud offer, that we invite you to consult for any technical detail.
Cost of service: 2 working unit(s) by Units / Year
Service level:
(processing time)
Working hours:
Full save
Logs save
Databases Once per day Every 4 hours
Servers Once per week Not applicable
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM databases
Technical manager
Validate database exploitation documentation
EPM production application migrated to version 11.1.2.x
Database exploitation documentation
Deliverables:
Activity report
Request process:
Ticket opening
Monitoring Indicators:
Processed backups number
Exclusions:

3.8 - Backup restoration
Status:
Service type:
Description:
PROPOSITION
Package
Provide a database and/or server backup(s), and restore them.
Standard service:
This service includes:
- Services shutdown, necessary for the restoration;
- Backup recovering necessary for the restoration;
- Database restoration;
- Database restart;
- Validation of the operation;
- Copy application from one database to another;
Cost of service: 2 working unit(s) by Restoration
Service level:
(processing time)
White period
5h
(outside system process time)
Red period
3h
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Deliverables:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM database
Business manager / Technical manager
Validate the database restoration procedure
Database restoration
Server restoration
Incidents management
Implementation chronogram
Request process:
Ticket opening of hotline call
Monitoring Indicators:
Not applicable
Exclusions:

3.9 - Securities management
Status:
Service type:
Description:
PROPOSITION
Package
Ensure an optimal security level on servers, and prevent any attack or intrusion risks.
Standard service:
This service includes :
- Antivirus maintenance (regular virus definition update);
- Server access management and tracking;
- Restrictions management and tracking;
- Antivirus scan and alerts twice a week;
- Access rights management on servers and databases;
- Firewall ports opening;
- Patches and service pack implementation, on decision of the client.
Through this service, Smarthys commits to maintain a preventive survey, allowing to propose technical
evolutions and to pilot the client in the implementation.
Cost of service: 1 working unit(s) by Serveur / Mois
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM environments servers
Technical manager
Validate servers exploitation documentation
Servers exploitation documentation
Deliverables:
activity report
Request process:
Ticket opening
Monitoring Indicators:
Alerts number
Number of users who can access the databases / servers
Exclusions:

4 - PILOTING
Piloting allows to handle services strategy, engagements and quality.
Piloting includes the following services:
- Services strategic management;
- Operational and financial sercices reporting;
- Services portfolio management;
- Incidents, problems and Go-Prod review;
- Go-Prod and changes planification;
Its goal is to provide the necessary elements for the piloting committee to:
- Improve resource planning;
- Guide processes review;
- Control services financial and operational tasks.
Piloting can includes audits, focusing on specific parts of the application.
Copyright © 2012 Smarthys. All rights reserved

4.1 - Operations tracking and piloting committee
Status:
Service type:
Description:
IN PRODUCTION
Package
Ensure actions tracking and a reporting on the actions realized and to come.
Standard service:
Through piloting, Smarthys commits to communicate an operational reporting, allowing to control and
potentially adjust processes. If validated by the client, Smarthys will propose a planned workload on the
months to come.
Cost of service: 6 working unit(s) by Committee
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Not applicable
Define committee period and planning
Implementation procedures:
Deliverables:
Piloting committee report
Request process:
Not applicable
Monitoring Indicators:
Not applicable
Exclusions:

4.2 - Securities audit
Status:
Service type:
Description:
IN PRODUCTION
On request
Do an applicative securities audit of the platform
Standard service:
This service includes :
- Connections attempts with failure results on the application;
- Connected users;
- Declared users taht didn't connect to the application the last six months.
- Users list with a global review;
The audit is based on a standard approch, elaborated by Smarthys experts.
Cost of service: 4 working unit(s) by Audit
Service level:
(processing time)
White period
Red period
2 days Not applicable
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
EPM application
Business manager / Technical manager / IT Manager
Security audit activated
Task audit not purged
Administrator access during the audit
Applicative security audit template
Deliverables:
Change form
Confirmation E-mail
GoProd planning
Documentation updates
Request process:
Ticket opening
Monitoring Indicators:
Exclusions:

4.3 - Usage audit
Status:
Service type:
Description:
IN PRODUCTION
On request
Perform an audit regarding usage and solicitation of an application
Standard service:
This service includes analysis of:
- Application and modules usage;
- Solicitations periods and users type of use;
- Average consolidations time;
- Obsolete objects (reports, webforms, ...);
- Recommandations;
The audit is based on a standard approach, elaborated by Smarthys experts and using the Accelatis suite.
Cost of service: 8 working unit(s) by Audit
Service level:
(processing time)
White period
Red period
2 days Not applicable
(The service level is the time between the request and the implementation on test environment)
Working hours:
Application perimeter:
User Scope:
Prerequisite:
Working days
9:00 - 6:00 PM (CET)
On-call duty must be defined one month in advance
Applications EPM
Business manager / Technical manager / IT Manager
Task audit not purged
Reference consolidation activated on the taskflow
Implementation procedures:
Applicative securities audit template
Deliverables:
Change form
Confirmation e-mail
GoProd planning
Documentation updates
Request process:
Monitoring Indicators:
Ticket opening
Not applicable
Exclusions:

4.4 - Technical audit
Status:
Service type:
Description:
IN PRODUCTION
On request
Audit the technical platform and identify any potential technical issues
Standard service:
This audit contains:
- The application patch level;
- The server patch level;
- The main errors on a specified period of time;
- Database analysis;
- Database and servers securities analysis;
- Security check (antivirus, firewall, ...)
- Improvements ecommendations;
The audit is based on a standard approach, elaborated by Smarthys technical experts.
Cost of service: 12 working unit(s) by Audit
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM environment servers
Not applicable
Non applicable
Non applicable
Deliverables:
Audit report
Request process:
Monitoring Indicators:
Exclusions:

4.5 - Expert analysis
Status:
Service type:
Description:
IN PRODUCTION
On request
Provide expertise of a senior consultant with a technical, technico-functional or consolidation accountant
profile, in order to perform analysis or pre-analysis before a project / change.
Standard service:
The mission includes :
- Analysis formalisation (business or IT), aimed at functional and/or technical teams;
- Demands formalisation for any implementation by the shared services center;
- Action tracking and a daily status on every realized task;
Cost of service: 7 working unit(s) by day
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM application
Not applicable
Not applicable
Not applicable
Deliverables:
Daily report and tracking survey
Request process:
Monitoring Indicators:
Exclusions:

4.6 - Junior analysis
Status:
Service type:
Description:
IN PRODUCTION
On request
Provide expertise of a senior consultant with a technical, technico-functional or consolidation accountant
profile, in order to perform analysis or pre-analysis before a project / change.
Standard service:
This mission includes :
- Support of the consultant from an experimented profile to execute requested tasks;
- Actions tracking and a daily status on realized tasks.
Cost of service: 5 working unit(s) by day
Service level:
(processing time)
White period
Not applicable
Red period
Not applicable
Working hours:
Not applicable
Application perimeter:
User Scope:
Prerequisite:
Implementation procedures:
EPM application
Not applicable
Not applicable
Not applicable
Deliverables:
Daily report and tracking survey
Request process:
Monitoring Indicators:
Exclusions:

Hotline: +33 (0)1 - 83 - 62 - 89 - 95
Ticketing: http://otrs.smarthys.net/otrs/client.pl
www.smarthys.com
Smarthys contacts