HR Myth Busted: Cloud Applications Need Maintenance Too

Copyright NGA Human Resources. All rights reserved.

HR Myth Busted: Cloud Applications Need Maintenance Too


Welcome and Introduction

Jonathan HallGlobal Lead, SuccessFactors Practice, NGA Human Resources

Raul Camacho MartinDirector SuccessFactors Application Services, NGA Human Resources


15 May 2013Copyright NGA Human Resources. All rights reserved.

Agenda

• Welcome and Introduction• The Changing Support Needs of Cloud Technology• AMS Customer Case Examples• NGA’s Cloud Service Model• SuccessFactors Release Management Process & AMS


Scale• Global HR Technology, HR Outsourcing and HR

Consulting business with 46-years experience• c. 8,500 staff in 35 countries• US$800M+ annual turnover • A team of over 5,000+ focused on delivering Payroll,

Workforce Admin & Talent Outsourcing services• Supporting 145+ countries in 25 languages• 7 Strategic Outsourcing Delivery centres with a further 20

local delivery centres

Global reach

Over 25% of FORTUNE Global 500® companies• 12,000+ clients globally• 1,000+ Global HCM/Payroll projects delivered• 150+ multi-country HR, Workforce Admin & payroll

outsourcing clients

Our customers

• Dedicated Service Readiness & Operations Readiness Group experienced in SAP HCM and SuccessFactors

• Focus on HR System, HR Process & HR Operating Model design and implementation

• Build to Operate approach• Business Process optimization• Change Management and Operational transition

• 12 Year SAP HCM relationship with global BPO software license and Partner Edge agreements

• 525 SAP HR Consultants including 150 SuccessFactors• 40% of our SFSF implementations have included EC

HR Technology & HR Transformation

Why are NGA HR Qualified to Discuss Application Support?

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Beyond the Cloud... The Support & Management Question?

The Support Challenges When Moving to the CloudWhat changes need to happen in your application support strategy?

How do you integrate between multiple Saas technology providers?

Who is responsible for system integration integrity?

What process changes are required within your ERP landscape?

How do you manage cloud application updates and life cycles?

Copyright NGA Human Resources. All rights reserved. 6

Change Your ERP & Business Application Support Strategies

Recommendations in the ‘Postmodern ERP’ Landscape• Rebalance ERP/Business Application Skills and Resources• Adjust Enterprise Support to Gaps in the Vendors Model • Revise Business Based Change Approval to Include SaaS Factors• Expand and Adjust Internal Application Support Processes

• Testing and Quality Assurance• Incident and Escalation Management• Configuration and Customisation Management• Security Management• End User Support Network• Training Management

Source: 2015 Strategic Roadmap for Postmodern ERP, Gartner


Real Life Case Study Examples of Support Challenges our Customers Face

“Customer requires health check of current SFSF landscape and

actively managed service to keep on top of

future new releases”

“Client request for a light touch AMS offering to assist with ongoing PM Form upgrades”

“Requirements for maintenance of a

payroll RDS connector, which was unexpectedly

affected by quarterly releases”

Complex project requiring a very flexible

AMS offering, as the client’s internal team ramp up their Cloud

Management knowledge and experience.


Why Consider NGA Application Management Services

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Optimized Cost Efficiency Ratio

Optimize your total cost of ownership by reducing your time and energy spent on maintaining your HR application

Improved Employee Productivity

Free up some valuable internal resources to work on other business critical environments and increase the availability of your application

Saving on Valuable Time Thanks to our global coverage, we can manage HR-related legislation changes faster than anyone

Guaranteed Legislative Compliance

All legislation requirements in any supporting country in the world will be met. Your company will have an up-to-date application available to run your HR processes

Pool of ExpertsWe have a global pool of 2,000 skilled SAP® ERP HCM, SuccessFactors and other platform consultants. Close collaboration with our HR technology partners facilitates the sharing of recent information and intensive training programs. SAP® certifies NGA’s worldwide HCM service delivery network

HR & IT ExperienceOur technical expertise is complemented by HR functional, strategic and operational knowledge to ensure proper deployment from start to finish

Reduce Risk We ensure the integration of 3rd party technologies after a new release

Training We ensure the customer workforce is informed and trained on potential new features in SF


Cloud Application Management Model

To maximize your investment in SuccessFactors, and to ensure that you can rely on a correct,

efficient and up-to-date HCM landscape at all times while reducing complexity and minimizing

business risk, NGA manages your SuccessFactors applications on your behalf and with you.

NGA SFSF AMS directly helps customer SMEs providing SuccessFactors administrators for their platform plus a simplified end user support landscape. NGA certified & skilled resources working as a global team, managing the key underlying SF modules and integration technologies, plus enabling SAP Support as a partner.

Allowing our customers to focus on processes and results and simplifying their landscape support needs.

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Level 1 Helpdes

k

Level 2 SME

Level 3 SFSF Admin

SAP Support


Application Management Services

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Ongoing

Governance

Cloud Application Management

• EC Health-Check

• Opportunity & Planning Review

• Accelerated Upgrades

Cloud Advantage

Cloud Accelerators

Expansion

One Time

• My Cloud Advisor

• Cloud Advantage Forum

• Strategic Roadmap Review

• Business Driven Changes

• Account & Contract Management

• Monitors & Reports on Service Components Performance

• Application Maintenance

• Release Management

• Configuration Changes

• User Support

• Processing Support

• Integration & Performance Monitor

• Security Management

• Business Continuity Management

• Documentation Maintenance

Michael Custers

Let's align on naming here - per Raul C's note: AMS for SuccessFactors. I agree with Raul's comment that 'support' may be a confusing term as it may refer to software support, on the SAP side


Ongoing – Cloud Application Management

Application Maintenance• Corrective, Adaptive & Preventive• All Configuration; Provisioning, XML,

Advanced Reporting Tools, Boomi, HCI• ITIL Processes Framework

User Support• Technical & operational support• Navigation support (where applicable)

Processing Support• Support and management of automated

processes• Execution of agreed mass data updates• Execution of agreed routine reports

Integration and Performance Monitor• Monitoring and troubleshooting data

mapping and 3rd party integration issues• Web performance monitoring and reporting

Release Management• Management, implementation and testing

of new releases and enhancements.• Refresh management• Yearly Road Map plan

Configuration Changes• Minor changes included (less 4 hours)• Catalogue of Change Requests• Ad-hoc Change Requests

Security Management• Management of application security• Role Based Permissions

Business Continuity Management• Continuity planning and disaster recovery

support in line with approved plans.

Documentation Maintenance• Technical & configuration document

updates

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Application Management Services Fixed Price / Contract


Application Maintenance

NGA provides maintenance for your business processes and SFSF configuration including corrective, adaptive and preventive activities required to keep your implemented business scenarios working and aligned at all times.

You don’t need to have and train internal resources to maintain existing configurations on any underlying SFSF technologies.

Corrective, Adaptive and Preventive


Release Management

Controlling the release

Every 3 months, SuccessFactors releases a new update of its HCM platform. NGA helps SuccessFactors customers in adopting new releases in the most efficient way, following a clear process including:

• Change enablement for SuccessFactors platform changes • Highlights and impact analysis for applicable new features and functionalities• Testing and adoption of the new selected functionalities• Customer specific configuration and integration testing

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13


Configuration Changes

NGA provides support for business process configuration and administrative maintenance including designing, developing, testing, and implementing custom configurations required to support business needs and process changes.

You don’t need to have and train internal resources to maintain, change or create new custom configurations, reports, recruiting sites, etc.

Process and Policy Changes

Minor Changes

Change Catalogue

Ad-hoc Changes

ChangeAt

Your Own Pace Time and

Material

Pre-priced & Available

Included up to 4 hours/day

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• Built to scale• Tested to uphold SLA’s• Leverage best practices across clients• Managed for timeliness and accuracy• Daily Monitoring

In support of the unique and sometimes complex nature of integrations, NGA maintains a staff of advanced certified integration consultants with the expertise to design, build and support the most complex integrations linking SuccessFactors BizX with Employee Central as well as other third-party systems and data sources.

NGA has invested in designing and building the best integrations, and we sign up to managing them continuously rather than handing them back to you to manage them.

Connect, integrate, monitor

Integration & Performance Monitor


User Support

Ultimately, the success of your HR solution is in the hands of your SMEs and employees. If they don’t have the support they need, when they need it, they may abandon the solution.

By choosing NGA, Subject Matter Experts can focus of processes and results, while NGA SFSF AMS Team will fix and troubleshoot the application config on your behalf.

To ensure high employee satisfaction and broad adoption, many organizations augment their Helpdesk with a customized service which extends to their employee organization. Covering up to 24x7 support if need.

Forget troubleshooting

Level 1 Helpdes

k

Level 2 SME

Level 3 SFSF Admin

SAP Support


Security Management

Ensure the quality and security of your SuccessFactors application and provide consistent service delivery to your HR department by relying on NGA’s expertise.

Control what users can do, and what population they can access.

NGA will manage workflow templates changes, maintain role based permissions, groups and post go-live data migrations on your behalf, according to your audit requirements.

Ensuring quality and consistency


Business Continuity Management

Going beyond the security concept into business processes continuity, NGA helps you to support and manage during service disruptions, being part of your business continuity plan upon clear agreed terms and conditions.

NGA helps you to take the right decisions and implement those based on your Business Continuity Plan.

Stay Resilient & Ready for Contingency


Benefits of NGA’s SuccessFactors AMS

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Tailored Services Providing tailored application maintenance, integration and/or release management services to meet individual company needs.

Enlarged in-house SF team

Employ a highly skilled SuccessFactors consultant with the competencies of your choice. Avoid the cost and time spent on hiring an extra employee, and focus on your core business.

Standardized Tools, Processes & Metrics

Use of qualitative methodologies & tools, globally standardized processes and proven SLAs, ensuring real-time monitoring, timely response and guaranteed service levels

In-house network of expertise

Our worldwide availability and large pool of SuccessFactors consultants enables us to access a trusted network of expertise and experience.

One Single Point of Contact

Managing all application maintenance and release management activities through one single vendor reduces risks and communication issues.


SFSF Release Management

Controlling the release

Every 3 months, SuccessFactors releases a new update of its HCM platform. NGA helps SuccessFactors customers in adopting new releases in the most efficient way, following a clear process including:

• Change enablement for SuccessFactors platform changes • Highlights and impact analysis for applicable new features and functionalities• Testing and adoption of the new selected functionalities• Customer specific configuration and integration testing

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• Automatically deployed with the release• Includes key core updates and bug fixes• No longer possible to stay in previous

release

Universal Updates• Requires an administrator to manually fulfill

the required steps to activate.• Based in the existing Upgrade tools: Admin

Tools, Provisioning• Customizing or data model may be impacted.• SF support intervention required for some• Testing is always required

Optional Updates (Opt)

• Some optional features are installed by default at release but can or should be switched off to keep customer functionality

• These are optional updates included into the Universal Update, that can be rolled back.

Opt-Out• Need to make a decision on whether optional

enhancements are applied or not, and follow the required steps for implementation

• Reviewing the release information allows to propose & configure features to help achieve company’s business goals

Opt-In

SFSF Quarterly Releases - Update Categories

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(Opt) Optional Updates can be enabled and disabled only during the next 30 days of being available, after that period changes become permanent and no rollback of features is possible.


SFSF Release Management Early Test Dates

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Q1

Febr

uary

5th

Mar

ch 4

th

Q2

May

6th

June

3rd

Q3

Augu

st 5

thSe

ptem

ber 9

th

Q4

Nove

mbe

r 4th

Dece

mbe

r 2nd

Early

Tes

tPr

oduc

tion

Early

Tes

tPr

oduc

tion

Early

Tes

t

Prod

uctio

n

Early

Tes

t

Prod

uctio

n

2016With Early Test you can benefit from an additional 30 days to test new features before the Production release date


SFSF Release Management Process by NGA

Stage 1Preparation

Stage 2Dev/Test

ImplementationStage 3

Test & Fix

Stage 4Alignment

Stage 5Production

Implementation

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Stage 2

Stage 3

Stage 4

Stage 5

Stage 1


Stages

1st Month

Weeks

2nd Month

Weeks

3rd Month

Weeks

4th Month

Weeks

5th Month

Weeks

6th Month

Weeks

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4

Preparation Q1 Q2

Dev/Tst Implementation T T

Test & Fix

Final Alignment

Prod Implementation P R R P R RQuarterly Process – 2 cycles in 6 months timeline view

• There’s a 4 weeks period for customer preparation and for testing• SFSF Release notes published 4 weeks before Dev/Test

• All Release updates start on Fridays as of 8PM DC local time• SAP Jam begins Thursday 9 PM PST before quarterly release• LMS starts on Friday at 7 PM PST

• Instance Refresh R can be scheduled between 2 cycles*

SFSF Release Management Process Timelines

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(*) Refresh of test instance is considered a Change Request that may involve cost evaluation including integration setup, fix, scrambling, etc.


1 Customer passive involvement is recommended (email)

2 Customer active involvement is optional (calls)

3 Requires a SPOC to be defined on customer side for participation

4 NGA SF AS support will assign a coordinator to manage the process

5 NGA will make sure applicable mandatory updates are implemented*

6 NGA will make sure applicable recomended updates are implemented*

7 NGA will make sure applicable functionality enhancements are implemented*

8 NGA will make sure necessary Opt-outs are followed as needed*

SFSF Release Management Process – Policies

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(*) Except those requiring additional partner services, cost evaluation, specific approval, or may negatively impact customer functionality


Looking for more information?

[recorded webinar]

HR Myth Busted: Cloud Applications Need Maintenance TooReplay the full webinar now: http://resources.ngahr.com/cloud-applications-need-maintenance-too

[position paper]

The 5 Most Overlooked Elementswhen Managing HR in the CloudDownload the position paperhttp://resources.ngahr.com/5-most-overlooked-elements-when-managing-hr-cloud

[data sheet ]

Application Management Servicesfor SuccessFactors

Download the data sheet http://resources.ngahr.com/application-management-services-successfactors

http://resources.ngahr.com/cloud-applications-need-maintenance-too

http://resources.ngahr.com/cloud-applications-need-maintenance-too

http://resources.ngahr.com/5-most-overlooked-elements-when-managing-hr-cloud

http://resources.ngahr.com/5-most-overlooked-elements-when-managing-hr-cloud

http://resources.ngahr.com/application-management-services-successfactors

http://resources.ngahr.com/application-management-services-successfactors