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Support<br />
Oracle Smartview<br />
Oracle EPM Suite<br />
TMA – Third-Party Application Maintenance<br />
Oracle Hyperion Financial Management<br />
Oracle Hyperion ESSBase<br />
Oracle Hyperion Business Rules<br />
Oracle Hyperion Financial Reporting<br />
Oracle Hyperion SmartView<br />
<strong>Service</strong> <strong>catalog</strong> 2016<br />
TMT – Third-Party Application Technical Maintenance<br />
Application – Oracle EPM<br />
Web providers<br />
Servers<br />
Databases<br />
Steering<br />
Follow-up<br />
Decision support<br />
Audit
SUMMARY<br />
Presentation<br />
Glossary<br />
1 - User support 2 - Functional administration<br />
1.1 - User problems 2.1 - Reports maintenance<br />
1.2 - Smartview (install) 2.2 - Models maintenance<br />
1.3 - Thick client (install) 2.3 - Queries maintenance<br />
1.4 - Smartview Training 2.4 - Structure management<br />
1.5 - EPM Training 2.5 - Rules management<br />
1.6 - Periods management 2.6 - Data loading<br />
1.7 - Application securities 2.7 - Mapping loading<br />
2.8 - Tasks management<br />
2.9 - Batchs management<br />
3 - Technical administration 4 - Piloting<br />
3.1 - Monitoring 4.1 - Piloting<br />
3.2 - Exploitation 4.2 - Securities audit<br />
3.3 - Major incidents management 4.3 - Usage audit<br />
3.4 - Minor incidents management 4.4 - Technical audit<br />
3.5 - Problems management 4.5 - Expert analysis<br />
3.6 -Patch implementation 4.6 - Junior analysis<br />
3.7 - Backups management<br />
3.8 - Backup restoration<br />
3.9 - Securities management<br />
Copyright © 2012 Smarthys. All rights reserved
Presentation<br />
The management of Smarthys shared services is based on:<br />
- A QAP - Quality Assurance Plan: introducing the services organization and management;<br />
- A service <strong>catalog</strong> : introducing the subscribed services<br />
The services are divided into four packs:<br />
1 - Support<br />
2 - Functional maintenance -<br />
TMA<br />
3 - Technical maintenance -<br />
TMT<br />
4 - Piloting<br />
Who ?<br />
What ?<br />
Why ?<br />
How ?<br />
Who ?<br />
What ?<br />
Why ?<br />
How ?<br />
Who ?<br />
What ?<br />
Why ?<br />
How ?<br />
Who ?<br />
What ?<br />
Why ?<br />
How ?<br />
Main objectives<br />
Deliver support to users<br />
Help, trainings<br />
Improve the efficiency of users<br />
Ensuring reactivity, and benefit dedicated skills<br />
The business manager<br />
All applicative functional changes<br />
Ensuring auditability of the system and limit the changes consecutive incidents<br />
Proceeding and controlling change management<br />
The technical manager<br />
Applications, servers and datbasesa.<br />
Limit downtime and reduce the vulnerability of applications<br />
Ensure reactivity, and benefit specific skills to resolve encountered incidents / problems<br />
The TMA / TMT manager<br />
<strong>Service</strong>s include in the TMA / TMT<br />
Ensuring proper management of resources and services proposed<br />
Preparing regular reports, propose areas for improvement, and managing resources<br />
A reading guide to understand the service sheets as below.<br />
Reading Guide<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
Specifies the service status:<br />
- OFFER: service in developpment but not yet in production;<br />
- IN PRODUCTION: service offered in production;<br />
Specifies the service type:<br />
- On request: the service request is usually activated by the creation of a ticket;<br />
- Recurrent: the service is done from day to day, or by following a planning and a fixed<br />
frequency;<br />
Provides a non-technical description of the service<br />
Standard service:<br />
Describes the content of the service in detail<br />
<strong>Service</strong> cost : Working unit(s) by base units<br />
The working unit can evaluate the cost of the expected service.<br />
<strong>Service</strong> level :<br />
White period<br />
Red period<br />
(processing time)<br />
The service level agreement (SLA) is the completion time of the service.<br />
There are two levels of SLA:<br />
- White periods: out of closing period;<br />
- Red periods: closing period;<br />
Hours of services:<br />
Sets the hours and days of service when the SLA applies.<br />
On-call duty can be defined to extend the ranges of service hours.<br />
Application perimeter:<br />
User scope:<br />
Prerequisite:<br />
Implementation<br />
procedures:<br />
Defines the applicability perimeter of the service. All applications / systems affected by<br />
the service<br />
Defines users with access to the service<br />
List the prerequisites expected from the user<br />
List the procedures for implementation<br />
Deliverables:<br />
List the expected deliverables from the provider<br />
Queries taken into account: List the possible entry points to submit a request<br />
Monitoring Indicators:<br />
Exclusions:<br />
List the indicators that allow a service tracking every month<br />
List the expected exclusions<br />
Copyright © 2012 Smarthys. All rights reserved
Glossary<br />
Application<br />
On-call duty<br />
Base<br />
Change<br />
An application is an EPM application.<br />
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<br />
to the french laws).<br />
A database is ian ndependent data unit that can be managed / administered independently from other units.<br />
Add, edit or delete anything that may have an effect on IT services and/or the application. The scope must include any change of<br />
architecture, processes, tools, metrix and documentation, as well as changes to IT services and other configured items.<br />
Major incident<br />
A major incident results in a total loss of services or generates a problem requiring a shutdown of business operations. Major incidents<br />
cause a shutdown of services longer than 4 hours.The major incidents impact all users. The major incidents disrupt / modify one or more<br />
business processes with an impact on the management of a company. The following events must be considered as major incidents:<br />
- Global loss of access to one or more applications more than 4 hours;<br />
- Business Data Loss, requiring a data restoration;<br />
Minor incident<br />
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<br />
generates a problem causing a limited interruption to business operations. The minor incidents cause a difficulty, which can be workaround<br />
by the business team. The following events are considered as minor incidents:<br />
- Loss of an administration module, without impact on all users;<br />
- Loss of services less than 4 hours;<br />
<strong>Service</strong> level<br />
White period<br />
Red period<br />
Problem<br />
Server<br />
The service level is the Smarthys commitment regarding the realization and execution time.<br />
The white periods are reporting periods.<br />
The red periods are closing periods. They require a total and optimal availability of the application.<br />
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<br />
process of Problem Management is then responsible of further investigations.<br />
A server is a unit of the technical application architecture (which can be virtual or physical)<br />
Copyright © 2012 Smarthys. All rights reserved
1 - USER SUPPORT<br />
This level includes all operations carried out with EPM users.<br />
The objectives of level 1 support is to optimize user efficiency on complex software.<br />
This support involves:<br />
- User trainings;<br />
- An assistance on possible use issues;<br />
- A reactivity in tickets management and processing ;<br />
The key factors are:<br />
- Capitalization and experience acquired by Smarthys on these tools;<br />
- A easy and quick access to the support;<br />
- An effective qualification of tickets;<br />
Here is an example of ticket qualification process.<br />
EPM use issue<br />
Open a support ticket<br />
Users<br />
Qualification ticket request<br />
with user<br />
Which kind of<br />
request is it?<br />
Product<br />
anomaly<br />
Is it a general<br />
anomaly ?<br />
No<br />
Is there a<br />
known<br />
solution ?<br />
Yes<br />
Request linked<br />
Yes<br />
No<br />
Explanation and resolution<br />
of the request with user<br />
Ticket requalification<br />
Investigations<br />
Apply solution<br />
Incident management<br />
procedure<br />
Is there a need<br />
for training ?<br />
Is there a<br />
solution ?<br />
Yesi<br />
Creation a support<br />
documentation<br />
Yes<br />
No<br />
Are the checks<br />
conclusive ?<br />
No<br />
Procedure of training<br />
management<br />
Problem management<br />
procedure<br />
Yes<br />
Ticket closure<br />
Smarthys<br />
Copyright © 2012 Smarthys. All rights reserved
1.1 -User problems (smarview, epm, …)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Operationalize users regading use issues and provide necessary expertise to resolve anomaly / use issues in<br />
Smartview and all EPM related solutions (resolution of isolated issues - not global issues)<br />
Standard service:<br />
This service includes:<br />
- Request reception;<br />
- Qualification of the issue with the impacted user;<br />
- Proposition / explanation of the resolution;<br />
For this analysis, Smarthys has diagrams to identify the origin of users anomalies quickly and also a<br />
significant knowledge base that has been established by Smarthys according to its experience. Smarthys can<br />
answer as well to product-related questions (in terms of administration or utilization) in order to inform<br />
and/or reinforce users / administrators regarding the choices they make.<br />
Cost of service: 1 working unit(s) by Problem<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
7h<br />
Red period<br />
4h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
EPM Users<br />
Not applicable<br />
Not applicable<br />
Deliverables:<br />
Not applicable<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening:<br />
- Show the problem with screenshots<br />
- Error message (if available)<br />
Number of resolved problems<br />
Number of problems in progress<br />
Number of problems unresolved<br />
Average time of treatment<br />
Exclusions:
1.2 - Smartview (install)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Provide the fully operational and correctly configured SmartView addin to financial users, according to their<br />
needs.<br />
Standardize and optimize the Smartview use.<br />
Create a standard allowing to spread a template.<br />
Standard service:<br />
This service includes on-demand installation of SmartView on a user machine:<br />
- Addin installation;<br />
- Connection initialization;<br />
- Standard options definition;<br />
It allows to enhance the user operationabilit and to reduce downtime due to the absence of the Smartview<br />
addin, a bad installation or an heterogeneity of usage.<br />
Cost of service: 1 working unit(s) by Laptop<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
7h<br />
Red period<br />
4h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
Smartview<br />
EPM Users<br />
Having access to EPM<br />
Smartview installation procedure (Smarthys Internal procedure)<br />
Deliverables:<br />
Not applicable<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening<br />
Number of installation<br />
Exclusions:
1.3 - Installation of financial reporting studio and financial management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Provide availability of EPM thick clients, essential to EPM applications administration<br />
Standard service:<br />
The service provides access to necesssary technical expertise required to install these modules. These<br />
modules are used by functional administrators.<br />
Cost of service: 1 unité(s) d'œuvre(s) par Laptop<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
7h<br />
Red period<br />
4h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
Financial Reporting Studio<br />
EssBase Application Studio<br />
Financial Management Studio<br />
Administrator of Financial Reporting or HFM<br />
Having administrator access to HFM and / or Financial reporting<br />
Having administrator access to the tool to install<br />
Implementation procedures:<br />
Deliverables:<br />
Installation of Financial Reporting (Smarthys internal procesure)<br />
Installation of EssBase Application Studio (Smarthys internal procesure)<br />
Installation of HFM for heavy client (Smarthys internal procesure)<br />
Not applicable<br />
Request process:<br />
Monitoring Indicators:<br />
Not applicable<br />
Nomber of realised installations<br />
Exclusions:
1.4 - Smartview Training<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Deliver an adequate training to users, and enhance their efficiency on Smartview.<br />
Standard service:<br />
The training offer includes:<br />
- The organization of a training session (webcast or physical);<br />
- The animation of the training by presenting concrete cases of reporting and model for entrys;<br />
- The restitution through the provisioning of training support;<br />
- Experience feedback of trainers on the use of Smartview functionalities (hints and tips);<br />
Each course is evaluated by the participants with the aim of continuous improvement of content and<br />
pedagogy.<br />
Cost of service: 4 working unit(s) by Session (sessions of maximum 10 users)<br />
<strong>Service</strong> level:<br />
(processing time)<br />
Working hours:<br />
White period<br />
To plan<br />
(limited to 10 users per session)<br />
Not applicable<br />
Red period<br />
NA<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Smartview<br />
Business manager<br />
Demand validation and session planning<br />
Implementation procedures:<br />
Subscription and planning of trainings (common procedure between Smarthys and the Client)<br />
Deliverables:<br />
Training support<br />
Request process:<br />
Monitoring Indicators:<br />
Not applicable<br />
Number of trained users<br />
Exclusions:
1.5 - EPM training (HFM, planning and EssBase)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Deliver an adequate traning to users and enhance their efficiency on EPM software<br />
Standard service:<br />
The training offer includes:<br />
- The organization of a training session (webcast or physical);<br />
- The animation of the training by presenting concrete cases of EPM uses;<br />
- The restitution through the provisioning of training support;<br />
- The experience feedback of Smarthys trainers on the use of EPM functionalities (hints and tips);<br />
Each course is evaluated by the participants with the aim of continuous improvement of content and<br />
pedagogy.<br />
Cost of service: 6 working unit(s) by Session (sessions of 10 users maximum)<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
To plan<br />
Red period<br />
NA<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM application<br />
Business manager<br />
Demand validation and session planning<br />
Subscriptions and planning of training (common procedure between Smarthys and the client)<br />
Deliverables:<br />
Training support<br />
Request process:<br />
Monitoring Indicators:<br />
Not applicable<br />
Number of trained users<br />
Exclusions:
1.6 - Periods management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Maintenance of periods and administration of closing planning in EPM system.<br />
Standard service:<br />
This service includes:<br />
- Opening and closing of periods for journals management;<br />
- Opening (FIRST PASS), closing and locking of periods in process management;<br />
It enables consolidation services to focus on business issues without worrying about heavy and time<br />
consuming administrative tasks.<br />
Cost of service: 2 working unit(s) by POV (scenario / year / period)<br />
<strong>Service</strong> level:<br />
(processing time)<br />
Working hours:<br />
White period<br />
7h<br />
(POV - triplet scenario année periode)<br />
Not applicable<br />
Red period<br />
4h<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM application<br />
Business manager / EPM administrator<br />
Not applicable<br />
Not applicable<br />
Deliverables:<br />
E-mail confirmation after each period opening and closure<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with a periods management planning<br />
Not applicable<br />
Exclusions:
1.7 - Securities changes (add, supress, update)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Manage applicative securities and ensure the access auditability on EPM tools.<br />
Standard service:<br />
This service includes:<br />
- Adding users into the Shared <strong>Service</strong>s;<br />
- Deleting users;<br />
- Access rights modification;<br />
- Provide an audit report on actual access rights;<br />
- Tracking changes on access rights into EPM;<br />
It enables consolidation services to focus on business issues without worrying about heavy and time<br />
consuming administrative tasks.<br />
Cost of service: 1 working unit(s) by Utilisateur<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
5h<br />
Red period<br />
3h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Every member of the financial team<br />
Acces rights validated by the manager and the N+1<br />
Validate applicative securities management procedure and the corresponding RACI<br />
Applicative securities management<br />
Deliverables:<br />
Change form<br />
Confirmation E-mail<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with access rights to assign and the user login<br />
Changes number<br />
Exclusions:
2 - FUNCTIONAL ADMINISTRATION<br />
This level of service includes all business operations allow to maintain the EPM application to a good level.<br />
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<br />
the impact of consecutive incidents to the implementation of these changes and, therefore, improve the daily operation.<br />
As part of a SOX implementation, Smarthys ensures and implements control and auditability of all changes made to the application.<br />
The change management process garantees and ensures the quality of operations. Please find an example of a process used for change management.<br />
Open a support ticket<br />
Business Responsable<br />
Registration of a request<br />
Qualification and evalluation of request<br />
Change urgent<br />
?<br />
Planification of the request<br />
Fast Track ?<br />
Realization of change in the developpement<br />
environment<br />
Achievement of change in integration<br />
environment<br />
Unit tests<br />
Realisation of change sheet<br />
Smarthys<br />
Validation ?<br />
Client<br />
Procedure Go-Prod<br />
Close of ticket<br />
Smarthys<br />
Copyright © 2012 Smarthys. All rights reserved
2.1 - New reports (update)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain and make available a reliable and structured reporting<br />
Standard service:<br />
This service includes:<br />
- Operational new reports;<br />
- Change tracking and auditability of the changes operated;<br />
The reports represents all reporting objects available in EPM:<br />
- Tasklists / WebForms / DataGrids / HFM Reports;<br />
- Financial reports / Books / Booklets;<br />
Smarthys handles versioning and configuration management (guaranteeing track of all the changes in the<br />
application) through the use of LCM (Life Cycle Management).<br />
Smarthys is committed to maintaining the skills on EPM tools as well as the specific application settings.<br />
Cost of service: 2 working unit(s) by Document<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with report description to create or edit<br />
Number of reports<br />
Number of performed changes<br />
Exclusions:
2.2 - New models (update)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain and make available restitution models and entries in Excel.<br />
Standard service:<br />
This service includes:<br />
- Complements of entries / reporting in Excel;<br />
- A tracking of modifications done and the auditability of the changes operated;<br />
- Standard usage in Excel;<br />
- Maintain Excel macro, linked to models;<br />
- Provide and maintain administration tools pilot from Excel (security, metadata, list, journals, ...)<br />
Through this service, Smarthys is committed to maintain the skills on EPM tools as well as the specific excel<br />
file settings.<br />
Cost of service: 2 working unit(s) by Feuille Excel<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with model description to create or edit<br />
Number of models (page)<br />
Number of performed changes<br />
Exclusions:
2.3 - New retrieves (update)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintaining and making available retrieves of Excel extraction.<br />
Standard service:<br />
The service includes:<br />
- Creation of Excel retrieves (extractions in mass of data);<br />
- Creation of fast and simple to use extractions, for audit purposes;<br />
- Request of essential access needed to read the database;<br />
Through this service, Smarthys is committed to maintain the skills on EPM tools as well as the specific<br />
application settings.<br />
Cost of service: 4 working unit(s) by Retrieve<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with retrieve description to create or edit<br />
Number of retrieves<br />
Number of performed changes<br />
Exclusions:
2.4 - Change of structure (metadata, outline)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain a tools structure to guarantee the history and to prepare the coming reportings.<br />
Standard service:<br />
This service helps to maintain operational and functional reporting structure. It includes a tracking of<br />
modifications and the auditability of the changes operated.<br />
This service is realized through EPMA tools (Enterprise Performance Management Architect) and DRM (Data<br />
RelationShip Management).<br />
Smarthys handles versioning and configuration management (guaranteeing a track of all the changes in the<br />
application) by using LCM (Life Cycle Management).<br />
Smarthys is committed to maintain the skills on EPM tools as well as on the specific application settings.<br />
Cost of service: 3 working unit(s) by Member<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with code and description of the item to add (and conportement in the rules /<br />
formulas associated)<br />
Number of element per dimension<br />
Number of changes performed by dimensions<br />
Exclusions:
2.5 - Rules, scripts change<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain and create a system and an operational calculation engine.<br />
Standard service:<br />
This service includes maintenance of the rules, a change tracking and the auditability of the changes<br />
operated.<br />
Smarthys handles versioning and configuration management (guaranteeing a track of all the changes in<br />
application) by using LCM (Life Cycle Management).<br />
Smarthys is committed to maintaining the skills on EPM tools as well as the specific application settings.<br />
Cost of service: 4 working unit(s) by Group (group of 10 lines)<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
<strong>Service</strong>s hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM aplications EPM (HFM rules, Business Rules, Calculation Manager)<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Ticket opening with description of modifications to realise<br />
Monitoring Indicators:<br />
Number of lines in rules<br />
Number of modifications made to rules<br />
Exclusions:
2.6 - Data change (DLR, ODI)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
Standard service:<br />
PROPOSITION<br />
On request<br />
Load and handle recurrent changes for the following elements:<br />
- Perimeters and consolidation percentages;<br />
- Currencies conversion rates;<br />
- Accounting bundles of entities;<br />
- Operational Indicators;<br />
- HFM journals;<br />
- Interco transactions;<br />
This service includes:<br />
- A pre-check on the loading impact (replacement / deletion of data)<br />
- A data load<br />
- Migration of historical data to third party applications<br />
Cost of service: 4 working unit(s) by Flow<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening specifying the change procedure to apply<br />
Number of changes<br />
Exclusions:
2.7 - Change of mapping rules<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
On request<br />
Maintain and update the inbound interfaces (FDQM) or modify the rules of conversions in specific interfaces<br />
(VBS / Batches)<br />
Standard service:<br />
This service includes:<br />
- Operational and functional mapping;<br />
- Change tracking and auditability of the changes operated;<br />
Through this service, Smarthys is committed to maintain a wealth of expertise on EPM tools as well as the<br />
specific application settings.<br />
Cost of service: 1 working unit(s) by Mapping<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications EPM<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Open ticket with mapping modifications to perform<br />
Number of changes<br />
Exclusions:
2.8 - Tasks management (taskflow, workflow, process flow)<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain and create scheduled tasks.<br />
Standard service:<br />
This service includes the creation of scheduled operational tasks to reduce maintenance change costs and<br />
have a optimal use of the environment.<br />
Smarthys handles versioning and configuration management (ensuring tracking of all changes in the<br />
application) through the use of LCM (Life Cycle Management).<br />
Smarthys is committed to maintain a planning of all scheduled tasks within its scope. This planning limits the<br />
number of tasks in conflict over a time range, smooth the load and minimize the risk of incidents.<br />
Cost of service: 2 working unit(s) by Flow<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with sequences and scheduled tasks to execute<br />
Number of tasks scheduled<br />
Number of performed changes<br />
Exclusions:
2.9 - Management of batchs<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Maintain and create batches to execute recurrent administrative tasks, managed by batch or VBS file.<br />
Standard service:<br />
This service includes:<br />
- Operational batches to reduce maintenance costs and to ensure the optimal usage of the environment;<br />
- Batches / VBS for interfacing environments / applications;<br />
- A modification tracking and the auditability of every operation;<br />
Through this service, Smarthys is committed to maintain a planning of all planned tasks within its scope. This<br />
planning helps to limit the number of tasks in conflict over a time range, smooth the load and minimize the<br />
risk of incidents.<br />
Cost of service: 8 working unit(s) by Flow<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
1 day 6h<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications<br />
Business manager / EPM administrator / IT manager<br />
Validate the change management procedure and the corresponding RACI<br />
Changes management<br />
Deliverables:<br />
Change form<br />
Email confirmation<br />
Planning for GoPro<br />
Documentation updates (to be defined)<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with sequencing and scheduled tasks to execute<br />
Number of tasks scheduled<br />
Number of performed changes<br />
Exclusions:
3 - TECHNICAL ADMINISTRATION<br />
This level includes any technical operation allowing to maximize the availability of the application, and minimize any data loss risks and application vulnerability.<br />
The different services are adressable on :<br />
- an application (HFM, FDQM, Essbase, Planning, ...)<br />
- a server<br />
- a database (schemas)<br />
Securities management<br />
Patch installation<br />
Exploitation<br />
Change management<br />
Incidents management<br />
Problems management<br />
Monitoring<br />
Backups<br />
Restorations<br />
Securities management<br />
EPM application Servers Databases<br />
The technical maintenance is broken down in three areas :<br />
- corrective and progressing maintenance: allows to repair/restoring an application on environment;<br />
- preventive maintenance: allows to reduce the incident number;<br />
- proactive maintenance: offers multiple improvement axis which detects problems before they turn into incidents<br />
Smarthys use its EPM expertise and software like Accelatis, Nagios & SmartMonitor to detect problems before they turn into incidents, and propose improvement axis.<br />
Copyright © 2012 Smarthys. All rights reserved
3.1 - Monitoring<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Deliver indicators, alerts and reporting allowing to track activity on any EPM environment.<br />
Standard service:<br />
Monitoring includes :<br />
- Indicators and applicative performances KPI definition (10 distinct indicators maximum)<br />
- Alert definition and implementation, allowing to signal any applicative anomaly (triggered by one or more<br />
thresholds)<br />
- Scheduled reportings on indicators<br />
Through this service, Smarthys commitment is to proactively maintain your environments and applications,<br />
with a purpose : to propose regular optimizations and implement them after the client agreeds.<br />
Cost of service: 3 working unit(s) by unit / month<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
EPM application<br />
Business manager / Technical manager<br />
Validate tracking indicators (and their number)<br />
Validate alerts and their respective thresholds<br />
Install a monitoring software (Nagios, Accelatis, SmartMonitor, ...)<br />
Implementation procedures:<br />
Exploitation document<br />
Deliverables:<br />
Activity report<br />
Request process:<br />
Not applicable<br />
Monitoring Indicators:<br />
Exclusions:
3.2 - Exploitation<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Process cleaning tasks on servers, databases or applications.<br />
Standard service:<br />
The maintenance plan includes logs archiving and cleaning, deletion of zero lines and a stop/start of the<br />
applications and servers.<br />
The main objective is to correct any regression that applications, servers and/or databases+ could suffer. The<br />
exploitation service includes the following actions:<br />
- Stop and start applications, servers or databases;<br />
- Logs cleaning;<br />
- Zeros deletion (only on applications);<br />
- Applying operating system patches (specific case);<br />
- Answer simple challenges (explanations / information on the existing configuration / ...)<br />
- Stopping a cluster node (i.e. for a software maintenance)<br />
Cost of service: 1 working unit(s) by unit / action<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
4h<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
Every defined tasks on the exploitation document (except patching)<br />
Business manager / Technical manager<br />
Operating on a stable application<br />
Install a monitoring software (Nagios, Accelatis, SmartMonitor, …)<br />
Define the action in the exploitation document<br />
Implementation procedures:<br />
Exploitation document<br />
Deliverables:<br />
Not applicable<br />
Request process:<br />
Monitoring Indicators:<br />
Exclusions:<br />
Ticket opening of hotline call<br />
Processed actions number<br />
The following tasks are excluded :<br />
- Applicative patch installation;<br />
- Backup restoration;<br />
- Securities management.
3.3 -Major incidents management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Manage incidents, minimize impact and optimize the decision-making time<br />
Standard service:<br />
This service includes:<br />
- A hotline;<br />
- A dedicated expert until the incident is resolved;<br />
- The incident qualification;<br />
- A proposed scenario or workaround to reduce downtime;<br />
- The redaction of an incident report;<br />
Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a<br />
fast and efficient response against problems and incidents.<br />
Cost of service: 24 working unit(s) by Incident<br />
<strong>Service</strong> level:<br />
(processing time)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
White period<br />
Red period<br />
2h<br />
1h<br />
Immediate operation until resolution (expert dedicated to this task until problem resolution)<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications / Servers / EPM databases<br />
Technical manager<br />
Have a technical contact person available on-site (no remote access)<br />
Incidents management<br />
Deliverables:<br />
Incident report (including resolution, workarounds and/or any changes offered)<br />
Request process:<br />
Ticket opening of hotline call<br />
Monitoring Indicators:<br />
Exclusions:<br />
Any incident related to a problem qualification, regarding a third party are excluded from the<br />
TMA/TMT perimeter.
3.4 - Minor incidents management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Manage incidents, minimize impact and optimize the decision-making time<br />
Standard service:<br />
This service includes:<br />
- A hotline;<br />
- A dedicated expert until the incident is resolved;<br />
- The incident qualification;<br />
- A proposed scenario or workaround to reduce downtime;<br />
- The redaction of an incident report;<br />
Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a<br />
fast and efficient response against problems and incidents.<br />
Cost of service: 8 working unit(s) by Incident<br />
<strong>Service</strong> level:<br />
(processing time)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
White period<br />
Red period<br />
2h<br />
1h<br />
Immediate operation until resolution (expert dedicated to this task until problem resolution)<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM applications / Servers / EPM databases<br />
Technical manager<br />
Have a technical contact person available on-site (no remote access)<br />
Incidents management<br />
Deliverables:<br />
Incident report (including resolution, workarounds and/or any changes offered)<br />
Request process:<br />
Ticket opening of hotline call<br />
Monitoring Indicators:<br />
Exclusions:<br />
Any incident related to a problem qualification, regarding a third party are excluded from the<br />
TMA/TMT perimeter.
3.5 - Problems management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Open a case and ensure that problem are tracked;<br />
Reduces downtime and prevents potential incidents.<br />
Standard service:<br />
This service includes process and tracking of problems, from different service providers :<br />
- In the case of a product bug:<br />
- editor case opening (requires to be declared and to have access to the client CSI)<br />
- provide if necessary any RDA diagnostic element;<br />
- Exchange with the editor support team;<br />
- In the case of a material failure (only servers and databases):<br />
- Changes proposition and evaluation;<br />
Smarthys commits to perform and pilot the technical and functional coordination.<br />
Cost of service: 6 working unit(s) by Ticket<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM application<br />
Business manager / Technical manager<br />
Have a technical contact person available on-site (no remote access)<br />
Incidents management<br />
Problems management<br />
Deliverables:<br />
E-mail confirmation<br />
Ticket number related to the Oracle support team<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening with a method to reproduce the bug<br />
Number of Oracle cases opened<br />
Exclusions:
3.6 - Patch implementation<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Maintain the application to an optimal patch level, and minimize production issues number.<br />
Standard service:<br />
This service includes :<br />
- Installation of a patch in a test environment;<br />
- Technical and functional validation (for any applicative patch) of the environment (non-regression tests);<br />
- Installation of the same patch in production environment;<br />
- Operations documentation and recording<br />
Through this service, Smarthys commits to proactively maintain your environments, including a technical<br />
survey allowing to offer functional and technical evolutions of the product, and their implementation with<br />
the client agreement.<br />
Cost of service: 8 working unit(s) by Patch<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
To plan<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM application<br />
Business manager / Technical manager<br />
Not applicable<br />
Changes management<br />
Database exploitation documentation<br />
Deliverables:<br />
Request process:<br />
Activity reports<br />
Documentation update<br />
CMDB update<br />
Ticket opening<br />
Monitoring Indicators:<br />
Exclusions:<br />
Not applicable<br />
System patch implemententation is a recurrent service operated by Smarthys every three<br />
months, included in the exploitation service.
3.7 - Backups management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Ensure the existence of a database / servers backup, and secure business data.<br />
Standard service:<br />
This service includes an everyday database backup routine and its archive for a fixed duration choosed by the client.<br />
It includes the management of the transaction logs.<br />
Through this service, Smarthys commits to track backups and trigger alerts if an anomaly occurs.<br />
This service is included in the Cloud offer, that we invite you to consult for any technical detail.<br />
Cost of service: 2 working unit(s) by Units / Year<br />
<strong>Service</strong> level:<br />
(processing time)<br />
Working hours:<br />
Full save<br />
Logs save<br />
Databases Once per day Every 4 hours<br />
Servers Once per week Not applicable<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM databases<br />
Technical manager<br />
Validate database exploitation documentation<br />
EPM production application migrated to version 11.1.2.x<br />
Database exploitation documentation<br />
Deliverables:<br />
Activity report<br />
Request process:<br />
Ticket opening<br />
Monitoring Indicators:<br />
Processed backups number<br />
Exclusions:
3.8 - Backup restoration<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
Package<br />
Provide a database and/or server backup(s), and restore them.<br />
Standard service:<br />
This service includes:<br />
- <strong>Service</strong>s shutdown, necessary for the restoration;<br />
- Backup recovering necessary for the restoration;<br />
- Database restoration;<br />
- Database restart;<br />
- Validation of the operation;<br />
- Copy application from one database to another;<br />
Cost of service: 2 working unit(s) by Restoration<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
5h<br />
(outside system process time)<br />
Red period<br />
3h<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Deliverables:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM database<br />
Business manager / Technical manager<br />
Validate the database restoration procedure<br />
Database restoration<br />
Server restoration<br />
Incidents management<br />
Implementation chronogram<br />
Request process:<br />
Ticket opening of hotline call<br />
Monitoring Indicators:<br />
Not applicable<br />
Exclusions:
3.9 - Securities management<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
PROPOSITION<br />
Package<br />
Ensure an optimal security level on servers, and prevent any attack or intrusion risks.<br />
Standard service:<br />
This service includes :<br />
- Antivirus maintenance (regular virus definition update);<br />
- Server access management and tracking;<br />
- Restrictions management and tracking;<br />
- Antivirus scan and alerts twice a week;<br />
- Access rights management on servers and databases;<br />
- Firewall ports opening;<br />
- Patches and service pack implementation, on decision of the client.<br />
Through this service, Smarthys commits to maintain a preventive survey, allowing to propose technical<br />
evolutions and to pilot the client in the implementation.<br />
Cost of service: 1 working unit(s) by Serveur / Mois<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM environments servers<br />
Technical manager<br />
Validate servers exploitation documentation<br />
Servers exploitation documentation<br />
Deliverables:<br />
activity report<br />
Request process:<br />
Ticket opening<br />
Monitoring Indicators:<br />
Alerts number<br />
Number of users who can access the databases / servers<br />
Exclusions:
4 - PILOTING<br />
Piloting allows to handle services strategy, engagements and quality.<br />
Piloting includes the following services:<br />
- <strong>Service</strong>s strategic management;<br />
- Operational and financial sercices reporting;<br />
- <strong>Service</strong>s portfolio management;<br />
- Incidents, problems and Go-Prod review;<br />
- Go-Prod and changes planification;<br />
Its goal is to provide the necessary elements for the piloting committee to:<br />
- Improve resource planning;<br />
- Guide processes review;<br />
- Control services financial and operational tasks.<br />
Piloting can includes audits, focusing on specific parts of the application.<br />
Copyright © 2012 Smarthys. All rights reserved
4.1 - Operations tracking and piloting committee<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
Package<br />
Ensure actions tracking and a reporting on the actions realized and to come.<br />
Standard service:<br />
Through piloting, Smarthys commits to communicate an operational reporting, allowing to control and<br />
potentially adjust processes. If validated by the client, Smarthys will propose a planned workload on the<br />
months to come.<br />
Cost of service: 6 working unit(s) by Committee<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Not applicable<br />
Define committee period and planning<br />
Implementation procedures:<br />
Deliverables:<br />
Piloting committee report<br />
Request process:<br />
Not applicable<br />
Monitoring Indicators:<br />
Not applicable<br />
Exclusions:
4.2 - Securities audit<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Do an applicative securities audit of the platform<br />
Standard service:<br />
This service includes :<br />
- Connections attempts with failure results on the application;<br />
- Connected users;<br />
- Declared users taht didn't connect to the application the last six months.<br />
- Users list with a global review;<br />
The audit is based on a standard approch, elaborated by Smarthys experts.<br />
Cost of service: 4 working unit(s) by Audit<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
2 days Not applicable<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
EPM application<br />
Business manager / Technical manager / IT Manager<br />
Security audit activated<br />
Task audit not purged<br />
Administrator access during the audit<br />
Applicative security audit template<br />
Deliverables:<br />
Change form<br />
Confirmation E-mail<br />
GoProd planning<br />
Documentation updates<br />
Request process:<br />
Ticket opening<br />
Monitoring Indicators:<br />
Exclusions:
4.3 - Usage audit<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Perform an audit regarding usage and solicitation of an application<br />
Standard service:<br />
This service includes analysis of:<br />
- Application and modules usage;<br />
- Solicitations periods and users type of use;<br />
- Average consolidations time;<br />
- Obsolete objects (reports, webforms, ...);<br />
- Recommandations;<br />
The audit is based on a standard approach, elaborated by Smarthys experts and using the Accelatis suite.<br />
Cost of service: 8 working unit(s) by Audit<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Red period<br />
2 days Not applicable<br />
(The service level is the time between the request and the implementation on test environment)<br />
Working hours:<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Working days<br />
9:00 - 6:00 PM (CET)<br />
On-call duty must be defined one month in advance<br />
Applications EPM<br />
Business manager / Technical manager / IT Manager<br />
Task audit not purged<br />
Reference consolidation activated on the taskflow<br />
Implementation procedures:<br />
Applicative securities audit template<br />
Deliverables:<br />
Change form<br />
Confirmation e-mail<br />
GoProd planning<br />
Documentation updates<br />
Request process:<br />
Monitoring Indicators:<br />
Ticket opening<br />
Not applicable<br />
Exclusions:
4.4 - Technical audit<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Audit the technical platform and identify any potential technical issues<br />
Standard service:<br />
This audit contains:<br />
- The application patch level;<br />
- The server patch level;<br />
- The main errors on a specified period of time;<br />
- Database analysis;<br />
- Database and servers securities analysis;<br />
- Security check (antivirus, firewall, ...)<br />
- Improvements ecommendations;<br />
The audit is based on a standard approach, elaborated by Smarthys technical experts.<br />
Cost of service: 12 working unit(s) by Audit<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM environment servers<br />
Not applicable<br />
Non applicable<br />
Non applicable<br />
Deliverables:<br />
Audit report<br />
Request process:<br />
Monitoring Indicators:<br />
Exclusions:
4.5 - Expert analysis<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Provide expertise of a senior consultant with a technical, technico-functional or consolidation accountant<br />
profile, in order to perform analysis or pre-analysis before a project / change.<br />
Standard service:<br />
The mission includes :<br />
- Analysis formalisation (business or IT), aimed at functional and/or technical teams;<br />
- Demands formalisation for any implementation by the shared services center;<br />
- Action tracking and a daily status on every realized task;<br />
Cost of service: 7 working unit(s) by day<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM application<br />
Not applicable<br />
Not applicable<br />
Not applicable<br />
Deliverables:<br />
Daily report and tracking survey<br />
Request process:<br />
Monitoring Indicators:<br />
Exclusions:
4.6 - Junior analysis<br />
Status:<br />
<strong>Service</strong> type:<br />
Description:<br />
IN PRODUCTION<br />
On request<br />
Provide expertise of a senior consultant with a technical, technico-functional or consolidation accountant<br />
profile, in order to perform analysis or pre-analysis before a project / change.<br />
Standard service:<br />
This mission includes :<br />
- Support of the consultant from an experimented profile to execute requested tasks;<br />
- Actions tracking and a daily status on realized tasks.<br />
Cost of service: 5 working unit(s) by day<br />
<strong>Service</strong> level:<br />
(processing time)<br />
White period<br />
Not applicable<br />
Red period<br />
Not applicable<br />
Working hours:<br />
Not applicable<br />
Application perimeter:<br />
User Scope:<br />
Prerequisite:<br />
Implementation procedures:<br />
EPM application<br />
Not applicable<br />
Not applicable<br />
Not applicable<br />
Deliverables:<br />
Daily report and tracking survey<br />
Request process:<br />
Monitoring Indicators:<br />
Exclusions:
Hotline: +33 (0)1 - 83 - 62 - 89 - 95<br />
Ticketing: http://otrs.smarthys.net/otrs/client.pl<br />
www.smarthys.com<br />
Smarthys contacts