IT Enterprise Applications: Shared Services

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IT Enterprise ApplicationsShared Services

• Process Team Review
• August 9, 2005

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Agenda
Shared Services
Process Team Review Meeting

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

3
Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Process Team Purpose

• Communications Applications
• Dealer and Fax Systems
• Cross Functional Reporting Applications
• Intranet, Document Handling, Safety
• E-Mail Maintenance and Support
• BAAN Controls and Administration

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Process Team Structure
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ABM Results Recommendations
Administration Teams
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ABM Results Recommendations
Development Teams
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ABM Results Recommendations
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ABM Results Recommendations
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Each Sub-Team Will Present

• What We Do
• Who We Are
• Where Were Going
• Challenges, Issues Problems

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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Services Provided
Shared Services
What We Do

• Corporate Intranet (Web Development, Web
  Standardization across Locations, Web Content
  Management)
• IIS Server Administration Across Locations
  (Corporate, Indy, Springfield, Melrose Park)
• Web Based Applications (Application Portfolio,
  Org Publisher, Daily Metrics, Health Club
  Subsidy, Switchboard, TANA)
• Project Server
• Workflow Applications (EUR, Benefits Package)

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Application Portfolio
Shared Services
What We Do

• (pick high profile items from that excel
  spreadsheet we all provided to you for input)

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Technologies Used Supported
Shared Services
What We Do

• SUPPORTED
• ASP
• HTML
• Java Script
• VB Script
• MS Frontpage
• USED
• ASP.NET
• Visual Studio
• InterDev

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Internal Processes
Shared Services
What We Do

• Users email .dl enterprise web team with
  requests. Requests are completed in FIFO fashion
  (beginning to utilize Magic group COR-ENT-WEB)

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Metrics Tracked
Shared Services
What We Do

• Corporate Intranet Uptime

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Current Organization Structure
Shared Services
Who We Are
Key Promotables
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Current Manpower Status
Shared Services
Who We Are

• 6 Full-time employees
• 2 Interns

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Education
Shared Services
Who We Are
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25 Improvement Plans
Shared Services
Where Were Going

• Application Consolidation
• Tier 1 Tier 2 Support Restructure

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Strategies
Shared Services
Where Were Going

• Identify Tier 1 support and reroute workflow to
  Help Desk
• Identify Tier 2 support for Off-Shore Support

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Challenges, Issues Problems
Shared Services

• Training

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Questions?
Shared Services
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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Services Provided
Shared Services
What We Do
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Application Portfolio
Shared Services
What We Do
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Technologies Used Supported
Shared Services
What We Do
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Internal Processes
Shared Services
What We Do
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Metrics Tracked
Shared Services
What We Do
30
Current Organization Structure
Shared Services
Who We Are
Key Promotables
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Current Manpower Status
Shared Services
Who We Are
32
Education
Shared Services
Who We Are
33
25 Improvement Plans
Shared Services
Where Were Going
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Strategies
Shared Services
Where Were Going
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Challenges, Issues Problems
Shared Services
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Questions?
Shared Services
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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Services Provided
Shared Services
What We Do
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Application Portfolio
Shared Services
What We Do
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Technologies Used Supported
Shared Services
What We Do
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Internal Processes
Shared Services
What We Do
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Metrics Tracked
Shared Services
What We Do
43
Current Organization Structure
Shared Services
Who We Are
Key Promotables
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Current Manpower Status
Shared Services
Who We Are
45
Education
Shared Services
Who We Are
46
25 Improvement Plans
Shared Services
Where Were Going
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Strategies
Shared Services
Where Were Going
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Challenges, Issues Problems
Shared Services
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Questions?
Shared Services
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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Services Provided
Shared Services
What We Do
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Application Portfolio
Shared Services
What We Do
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Technologies Used Supported
Shared Services
What We Do
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Internal Processes
Shared Services
What We Do
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Metrics Tracked
Shared Services
What We Do
56
Current Organization Structure
Shared Services
Who We Are
Key Promotables
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Current Manpower Status
Shared Services
Who We Are
58
Education
Shared Services
Who We Are
59
25 Improvement Plans
Shared Services
Where Were Going
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Strategies
Shared Services
Where Were Going
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Challenges, Issues Problems
Shared Services
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Questions?
Shared Services
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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Services Provided

• BaaN Users Administration
• BaaN Queries Administration
• BaaN Devices Administration
• Unix Printer Queues and Performance monitoring
• BaaN Security Administration
• BaaN Mass update Support
• Batch Jobs Special Request Tracking
• Regular IT Conference Call representation

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Technologies used and supported

• Supported
• BAAN
• Used
• BAAN, UNIX, CRYSTAL REPORTS, MAGIC

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Internal Process

• The Local BaaN Administration attends all the
  user request thru the Helpdesk services
• The Helpdesk receives all the BaaN Incidents
  placed by the users, and then the Helpdesk
  operators capture the incidents in Magic.
• There are 5 Incidents BaaN queues in Magic where
  the Helpdesk can capture the incidents.
• TRM-SPR-LBA TRM-CON-LBA TRM-TUL-LBA
  TRM-GAR-LBA TRM-ESC-LBA TRM-BDT-LBA
• TRM-CHT-LBA
• Each of them corresponds to one facility. At the
  time the incident is created, Magic sends an
  automatic email to the user notifying that the
  incident has been assigned to a LBA.
• The LBA group is monitoring all the time the open
  incidents placed by the Helpdesk in Magic in
  order to work them, following a FIFO order and
  giving priority to Red, Orange and Yellow
  severity code incidents. Normally all of them are
  Blue severity codes.
• After the incident has been worked, the LBA
  closes the incident in Magic and again an
  automatic email is sent to the user notifying
  that the incident has been worked and closed
  including the name of the LBA that worked the
  requirement.

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Metrics Tracked

• Open Incidents
• Closed incidents
• BaaN Uptime
• BaaN Downtime

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Current Organization Structure
Shared Services
Who We Are
Key Promotables
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Current manpower status

• All LBAs are fulltime employees

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Strategies

• Implement de ICEDEM in all the facilities
• Create a Webpage for the LBA Group
• Help the auditors to understand the local
  control processes, as well as BaaN security tools.

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Challenges, Issues and problems

• Resistance of some facilities to implement DEMs
• IT Site Managers BaaN participation

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Questions?
Shared Services
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Agenda
Shared Services

• Introduction, Alice Gerlicher
• Reporting Team, Steve Rusch
• Email Team, Todd Purifoy
• Communications Team, Sarah Condiff
• Enterprise Baan Team, Reg Walker
• Local Baan Team, Arturo Aguirre
• Conclusion

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Conclusion
Shared Services