command center_r7 wave 1_kick off

7/29/2019 Command Center_R7 Wave 1_Kick Off

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Command Center Kick-off for Frito Lay Wave 1

January 11, 2012


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Ticket Management

Deployment Wave stabilization support

PCC Ticket Lifecycle

PCC Roles

Ticket Approval and Release Management Process

R7 Ticket Meeting

Shift Schedule and PCC Ground Rules

Appendix

2Agenda 2


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Deployment Wave Stabilization Support 3

End users will report issues to an on-site support team member.

Issues not resolved by the on-site support team member will be raised to Plano Command Center

support for further analysis and resolution.

Plano Command Center involvement will be based on the type of issues found and the scope of

the issues.

If it is discovered that the end users questions can not be answered, the On-Site Support team

member must capture all information in an Issue Resolution Form (IRF) and send it to the PlanoCentral Command SPA box

R7 support during Wave 1 will remain with same strategy implemented for Pilot: on-site

support core process team member(s) will be located in the sites where we go-live. On-sitesupport begins the issue flow process when an end user raises a question/issue

3

So, how is CC going to work on each issue once ticket is created?


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4

Ticket ApprovalTicket Testing

Charm

Management/

Star Team

Ticket Analysis

and resolution

Process change or

clarification

System changeneeded

Plano Command Center Ticket Life Cycle

Incident ticket creation

in SM7 from IRF

Ticket assignment to

CC Groups

Ticket Analysis by CC Triage team (Primary

Assignee + solution input from Hypercare

Integrated Solution Team (HIST) If process related, workaround is identified and

is communicated to sites

If system update is required, Charm/StarTeam

requirement is triggered to start system update

ES Baseline can own NABQ Tickets and work

independent of the R7 tickets, but share with

HIST for visibility

Charm requirement

(orStar Team) is

created and

communicated to

Developer

Changes are

transported to testing

environment

UAT Testing is

executed in D11/Q11

(SAP) or FLL1,DEV7

(Legacy)

Ticket assignee willbe accountable for

making sure that

testing is completed

and properly

documented

Retrofit to Triage

Team for additional

changes if required

Business Readiness

approval is requested

before migrating

change to PRD (Both

FL and NABQ must

approve)

Incident ticket is

resolved

Incident ticket is

closed Criticalstep

BASIS

Security

AI `

BW

SAP Development

DBA

Portal Development

TIBCO Admin

ECG

DRF

Tech PMs

BPM

Archiving

Process: Order Management; Distribution Management;

Inventory Management

ES: SAP Sales; SAP Inventory Management; SAP Logistic

Execution

DMO

Ticket Creation and

Assignment

CC

Gro

ups


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5Plano Command Center Roles

Command Center Roles were designed to focus resources in the different stages of a ticket lifecycle:

Assignee

(Sustain/Hypercare)

Work with HIST to identify RCA, solution, and

test cases. No ability to enable change (no

Charm/Configuration. Prep for and execute all

testing. Learn the detailed solution for every

ticket they own

Fixer/Change Enabler(FD Analyst; ES Baseline; ESFS)

Works along with HIST team enabling change

via Charm/Configuration

Charm Lead/Star Team Lead

(ES Baseline Sub-leads and Legacy

Analyst)

Creates charm/star team object and follow up

on transport creation and migration

Charm/Star Team Analyst

(FD Analyst; ES Baseline;

ESFS)

Tester(Sustain/Hypercare)

Executes test for all fixes made to solve

tickets

Testing Environment Analyst

Ensures that R7 + NABQ + Transaction

can flow E2E in the testing

environments

Business Approver(R7 Business Readiness)

Approves changes and provide the go

to take them to PRD

Support for Assignee

(R7 Core Process)

Provides any type of documentation,

screen shoots, etc. to speed approval

Ticket Dispatcher

(ES Baseline

Sub-leads)

Focus on ticket assignment to

the accurate team and/or person

Dispatch Assignment

Support(R7 Core Process)

Assists Ticket Dispatcher on

routing tickets as per R7

functionality and skill sets of R7

resources

Supports Charm/Star Team Lead on

transport management

WIT Project Analyst (all phases of

project lifecycle)

Leads all tasks to complete WIT items

R7 Hypercare Integrated Solution

Team (HIST)

Deep solution experts. No ticket assigned to

them only assist. Work with ticket assignee to

identify root cause/solution, identify the test

conditions/negative testing and validate the AT

and ST results. Integrate issues across HIST


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Testing scenarios and appropriate business approvers are identified

Testing scope needs to be approved by business leads in D11 before migration to Q11.

Peer review approval is also required before migration to Q11

Ticket Assignee will work with CC leadership to determine the right business resources

to engage

Ticket is analyzed with required team

A solution (system/process related is identified)

If no system update is required. A end-state workaround is communicated to sites

If system updates are required. A n interim workaround might be communicated to sites

Assignee of the ticket ensures completion of data sheet with data requirements

Assignee reviews E2E tool to validate/select data values available in non-production

environment

Assignee will create email request to data request SPA box (SPA OneUp R7 Master

Data System Test Team ) adding the DMO SUPPLY CHAIN group as the assistgroup, only if they determine there is a gap in the data required or a gap for a

particular scenario

Melanie Nicholson will contact the appropriate Data owner resources to validate the

data request and if required, fulfill the data request

When complete, data owners need to notify Melanie Nicholson/SPA box.

Melanie will in turn notify Assignee that request has been fulfilled and will update the

SM7 ticket "Complete" with the assist group


Charm

Management/

Star Team

Ticket Creation and

Assignment

Ticket Analysis and Resolution: Assignee* Role 6

Ticket Analysis

and Resolution

Ticket Triage

Testing scenarios

Master Data

Requirements

* Assignee might complete or monitor completion of these tasks

Assignee will ensure that fix is taking place and at the same time Assignee will confirm:


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PR1 and PR2 are by default UC.

PR3 tickets will only be consideredas UC if business cannot wait toget changes in PRD until next

scheduled bundle (impact over

operations is relevant if so).

Ticket ApprovalTicket TestingTicket Analysis

and Resolution

Charm Management: Change Request and Corrections 7

Ticket Creation and

Assignment

Create Change Request (CR) in Charm

Create correction to be linked to CR. Different type of

corrections can be used depending on the type of issue:

Once required system update has been identified:

Used for most of the SAP system

changes. Will be migrated to PRD on

scheduled bundles

Normal

Correction (NC)

Used to manage exceptions, thisrefers to changes that cannot wait for

scheduled bundles (emergency or

critical)

MCs can be assigned to a UC

Urgent

Correction (UC)

Will be used for MW changes .

Assigned to schedule bundles formigration unless change cannot wait

Manual

Correction (MC)

Charm

Management/Star Team

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Ticket Approval and Release Management Process 8

Approval from FLNA and NABQ is requested over UAT Test scripts. In addition to this, additional approvals might be

required to migrate changes to PRD:

Once Testing has been completed:

Business (FLNA and NABQ) and Manager

Approval is required (Satya Mullapudi orBridget Friswell)

Must be assigned to a scheduled Bundle

Normal Correction(NC)

Business (FLNA/NABQ), Manager and

Directors approval is required

Once approvals have been received, ticket

assignee and Baseline support must contact

CAB (Change Approval Board); Release

Management and Migration Team

Urgent Correction

(UC)

Business and Manager approval is required

If handled as UC, Business, Manager and

Director approval is required

Should be assigned to a scheduled Bundle

unless its an exception

Manual Correction

(MC)

Before starting the UC process

Create & obtain approval for RFC.

Create a corresponding TSR with

approved

Will be assigned to RFC and TSR

created for scheduled bundles. No

need for additional ones

No need to create a TSR for this,

since NO SAP migration is required

Charm

Management/

Star Team

Ticket Analysis

and Resolution

Ticket Creation and

Assignment


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Plano Command Center: R7 Daily Ticket Meeting 9

R7 Ticket Meeting To be held daily at 9am and 3pm CST

Agenda Participants Tools

Review open PR3 tickets focusing on site top tickets

Review critical PR4 tickets

Discuss any change recommendations to the ranks

Plano CC BCL (Facilitator)

Plano CC Lead (Co-Facilitator)

Plano CC Process Team Lead (Facilitator)

SAP Functional Team (ES)

Frito-Lay Functional Team

Other divisional representation Field Site Leads (As Needed)

Field BCLs

EHT Representation

GES Recovery Team (Optional If applicable)

SM7 Ticket

Two daily meetings will be scheduled to discuss PR3 and critical PR4 tickets

As Go Live progresses, daily meetings might be reduced to one (P.M.)

IF PR1 or PR2 tickets are created they will be worked until they are resolved (Handoff between shifts is possible

but must ensure understanding of ticket status and pending actions)

SM7 will be the tool used during ticket discussion hence it is critical that tickets are

updated with latest status prior to each meeting

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10


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Shift Schedule 11

The Plano Central Command center exists to evaluate and troubleshoot any issues

found in the field that can not be solved on site

Command Center support personnel will be available 24x7 in the Plano Command Center:

To see which shift you have been assigned to please check:

https://teamwork1.pepsico.com/eRoom/OneUpFLNA/OneUpRelease7/0_3d917

Assessments will be made at the end of each week to determine staffing levels required for

weekend coverage and the next weeks staffing model

The PepsiCo Support Center (PSC) will staff resources in the Command Center across the

business week and weekend to field calls from R7 on site support team members.

Shift coverage during the week and weekend rotation will be available all weeks of

stabilization.

3 4 5 commuters will have to align their travel plans with their assigned shifts accordingly

All priority 1, priority 2, and priority 3 tickets require a live handoff between shifts for

resolution.

11

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https://teamwork1.pepsico.com/eRoom/OneUpFLNA/OneUpRelease7/0_3d917https://teamwork1.pepsico.com/eRoom/OneUpFLNA/OneUpRelease7/0_3d917


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Plano Command Center Ground Rules 12

.Last but not least., some ground rules that will help us provide the On-Site Supportteams with the most efficient support

Ensure you are managing your phone. Turn off Send Calls when not at your desk.

Ensure you are making your ticket updates Visible to Customer. This allows our On-Site Support

to get up to date statuses at all times.

Ensure you adhere to the shift and role that you are assigned to.

Ensure you are seated in the correct location based on the corresponding team cards on eachmonitor.


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