erp factory_e7886_jnj_lynx kt security detailed doc_v 3.0

LNT INFOTECH

J&J LYNX SECURITY KNOWLEDGE TRANSITION PLAN

VERSION: 00.01

ROLE NAME AND TITLE DATE SIGNATURE

AUTHOR:

[AS PER THE COMPLIANCE

PLAN]

NAGARAJ KUNDAPUR 6/1/2011

REVIEW AND APPROVAL:


PLAN]

VANJEESWARAN NAGARAJAN


PLAN]


PLAN]


PLAN]


PLAN]


PLAN]

E7886 _ JnJ ERP Factory Version 1.0

Table of Contents

1. Purpose...............................................................................................................................3

2. Scope..................................................................................................................................3

3. Definitions..........................................................................................................................7

4. References..........................................................................................................................7

5. Business Overview............................................................................................................8

5.1.1 Business Purpose......................................................................................................8

5.1.2 System Overview.......................................................................................................8

5.1.3 User Base..................................................................................................................8

5.1.4 Hardware/Environment Specifications.......................................................................9

5.1.5 Software specifications..............................................................................................9

6. Transition Process............................................................................................................9

6.1.1 Approach....................................................................................................................9

6.1.2 Communication Plan................................................................................................10

6.1.3 Activities & Resources.............................................................................................11

6.1.4 Timeline...................................................................................................................11

6.1.5 Resource Planning...................................................................................................12

6.1.6 Escalation Procedure...............................................................................................12

7. Risk Management............................................................................................................13

8. Training Requirements....................................................................................................13

9. Revision History..............................................................................................................13

10. Appendix 1.......................................................................................................................15

10.1 Knowledge Transition Sessions:.............................................................................15

10.2 System Access Management:..................................................................................16

10.3 Shadow:.....................................................................................................................17

10.4 Playback:....................................................................................................................18

10.5 Knowledge transition Acceptance Criteria.............................................................19

10.6 Secondary Support...................................................................................................20

10.6.1 Communication Protocol during Secondary Support:...........................................21

10.7 Transfer of operations..............................................................................................22

10.8 Primary Support Under Observation.......................................................................23

10.9 Hand Over signoff.....................................................................................................23

10.10 Primary Support.........................................................................................................24

Johnson & Johnson Proprietary of 25 Use Pursuant to Company Instructions


1. PURPOSE

The purpose of this ERP Factory_E7886_JnJ _LynX_KT Security Detailed Doc is to create a plan for transition of knowledge and responsibilities for LynX security to J&J ERP Factory team.

The objective of this transition plan is to Have an effective and timely transfer of knowledge of LynX Security support

to ERP factory security resources. Seamless transfer of complete responsibilities from one resource to another. Minimize the impact of resource mobility on the project. Document information about an application (or a set of applications) that

could help the project work or for a future transition that could take place.

2. SCOPE

In Scope

Systems In Scope

Application

Component Functionality Description

FD3 ECC6.0 LYNX ERP Development system

FQ3 ECC6.0 LYNX ERP Quality system

FP3 ECC6.0 LYNX ERP Production system

MD1 SAP 4.7EE Cornerstone ERP Development system

MQ1 SAP 4.7EE Cornerstone ERP Quality system

MP1 SAP 4.7EE Cornerstone ERP Production system

LDS Solution Manager LYNX SolMan Development system

LQS Solution Manager LYNX SolMan Quality system

LPS Solution Manager LYNX SolMan Production system

FD5 / GD5 BI7.0 LYNX BI Development systems

FQ5 / GQ5 BI7.0 LYNX BI Quality systems

FP5 / GP5 BI7.0 LYNX BI Production systems

Lynx Portal EP7.0 Lynx Portal System

Services in Scope



L2 Services for :

Incident Management Services of all incidents related to LynX SAP Security

Problem Management of all LynX SAP security related issues

Change Request Management of all Lynx SAP Security change requests

L3 Services for:

Application production support that require security role changes (of low and medium complex) and bug fixes.

Support for Incident and Problem Tickets escalated from L2.

Work Product Review: Review of L2 Services to ensure compliance with all quality / technical and other requirements of the SOPs.

Operations Scope

ERP Factory resources to monitor the Inbox for requests related to above landscapes, create entries in ITSM and take the work package to closure.

Any future ‘Project’ work for Lynx Security (Based on workload, additional resources could be on boarded).

Approved FTE is 6 Offshore 1 Onsite.

Support Column 2 AM EST to 5 PM EST. Support 16 X 5 Model

Coverage: Each Column is equivalent to 1 hr and has begun time for the column.

e.g. 12.30 PM block represents (12.30 PM to 1.30 PM)

Out of Scope

Application Component Functionality Description

FD4 ECC6.0 Upgraded LYNX ERP Development system

FQ4 ECC6.0 Upgraded LYNX ERP Quality system

FS5/GS5 BI7.0 Lynx BI Sandbox



FD6, FQ6, GD6, GQ6 BI7.0 Lynx BI Upgrade Systems

SAP systems which are not in the current LynX SAP system landscape.

All SAP Functional and Technical development and support services.

SAP Basis Support.

L1 Support.

Ongoing projects involving security activities.

Any future ‘Project’ work for Lynx Security (Based on workload, additional be on boarded)

This document describes the activities to be performed as part of knowledge transfer and responsibility transfer, of the project/applications ERP Security Factory

The details of the Knowledge transition Exercise is given below,

Knowledge Sessions

Session Type Planned On Presenter

LynX Landscape overview and process overview

KT 5/24/2011 Alka/IBM

LynX Security – Roles design and Naming Convention

KT 5/26/2011-5/27/2011 IBM

LynX User ID & Access Management

KT 5/30/2011-5/31/May IBM

LynX User access review reports

KT 5/30/2011 IBM

LynX- Change Management Tool

KT 5/31/2011 IBM

LynX User Access Forms

KT 6/2/2011 IBM

ITSM Tool - Ticketing processes

KT 6/3/2011 IBM

Emergency change, Month End Works, CQC Assessment

KT 6/6/2011 IBM

Educate team on SLA KT 6/9/2011 IBM



for LynX Security Support

Landscape & Demand in Take process

Playback 6/13/2011 L&T Infotech

User Management & Role Design


Change Management & SANTA Access in non production systems


User Access Review Reports, Onsite Tasks from Period End Closure perspective


Buffer to catch up miscellaneous topics


The team members should be aware of the different aspects and scopes

The team members should be informed about the documentation, that how they will be tracking the efforts spend by them in the different categories of work, the standards that will be followed by them for those documents.

The Team members should be informed about the tools that they will use for the effort tracking, time booking in various categories and maintain quality standards.

The team members should be informed about the J&J Onboarding process, like J&J Image installation and desktop configuration, Token activation, connecting to J&J network.

Since J&J is a world famous pharma, they have many restrictions even for the people who work for them in a contract basis. All the members must have clear idea on the On boarding process in J&J ODC and also the compliances they need to finish before due date.



The project/application components that are in scope for the transition:

Application Component Functionality Description

Quality Quality Documents Quality related activities to be followed by the technical team.

Effort Track In Clarity/Splice M Clarity time management

J&J On boarding process

Document Process to be followed by network team and team members.

On boarding process Receiving CAC Code, IVC codes, configuring the system, installing image, raising SRM request

On-boarding related steps that need to carefully execute.

3. DEFINITIONS

See Glossary of Terms for general definitions.

Term/Acronym Definition

AKD Application Knowledge Document

KT Knowledge Transition

Splice M Time booking tool in LnT Infotech

4. REFERENCES

Document ID Title

J&J On boarding document

J&J On boarding document

AKD Documents AKD Documents for each of the KT Sessions



5. BUSINESS OVERVIEW

5.1.1 Business Purpose

LynX is a corporate system for J&J. It is a critical system from financial transactions and reporting perspective.

5.1.2 System Overview

Application











ITSM – Remedy tool for incident management.

CQC – Change management tool.

5.1.3 User Base

ERP Factory is used to support the LynX Landscape and hence users working and supporting to business in this region will be under part of scope. LynX has around XXXX users.

The Splice-M & Clarity tools will be used by the team on regular basis, to track the efforts spend by them, so they use it online.

S.No. Name Role/Skill Location

1 Nagaraj Kundapur ERP Factory Manager

Offshore

2 Renju Thomas Team lead offshore

Offshore

3 Ritu Rawat Onsite Security Onsite



Analyst

4 Madhu Chappali Security Consultant

Offshore

5 Sujan Kumar Security Consultant

Offshore

6 Nishanthini Soundararajan

Security Consultant

Offshore

7 Prabal Chaturvedi Security Consultant

Offshore

8 Sharmistha Debnath Security Consultant

Offshore

5.1.4 Hardware/Environment Specifications

NA

5.1.5 Software specifications

NA

6. TRANSITION PROCESS

ERP Factory Team would be providing L2 & L3 services for SAP security to the systems specified in the LynX landscape as part of scope above.

6.1.1 Approach

Initiate & Plan :

Identify the scope of the Support transition.

Identify the different areas of support and mode of support.

Identify of the Knowledge transition topics in coordination with JnJ and IBM.

Find out the Effort and Schedule for support transition.

Define Roles and Responsibility Matrix.

Schedule plan is included below



Transfer of knowledge

Prepare a detailed plan for the areas and activities identified for the transition as per the above plan.

Refer Appendix 1 for detailed operations

Transfer of operations

Adapt criteria to ensure readiness of LnT Infotech team to take over primary support operations. For details please look 10.7 section of Appendix.

6.1.2 Communication Plan

Communication Type

Objective of Communication

Medium Frequency Audience

Owner Deliverable

Support Transition Plan

Provide step by step Support Transition process

DocumentOnce

Project Sponsor

Project Team

Stakeholders

Project Manager

Meeting Minutes

Weekly Status Reports

Review status of the Support Transition with the team.

Conference Call Weekly

Project Team

Customer

Project Manager

Meeting Minutes

Phase Completion Criteria Report

Review Phase completion criteria for a Phase

Conference call After

completion of each phase starting from Playback

Project Sponsor

Project Team

Stakeholders

Project Manager

Agenda Meeting

Minutes

Primary Support Kick

Review the readiness for primary support.

Conference Call

email

At the beginning

Project Sponsor

Project

JnJ Leadership Team

Agenda Minutes of

Meeting



Off Send an email to the user group

communication of Primary

support

Team Stakeho

lders

6.1.3 Activities & Resources

Activity Resource/Skill Required Effort (hrs)

Transition Planning Vanjee/Ananda/Nagaraj Kundapur

16 Hrs

Knowledge transition topics and sessions

IBM/ ERP Security team 264hrs

AKD preparation ERP Security team 48 hrs

Secondary Support ERP Security team/IBM 480 hrs

Transfer of Responsibilities

ERP Security team/IBM 80 hrs

6.1.4 Timeline

High level activities included belowTopic Details From

DateTo Date

Scope Definition & Support transition plan

LynX Systems in Scope and out of scope

5/24 5/25

KT Topics and Sessions, Shadow, secondary and primary process

Review and Approve Support transition plan

JnJ to review knowledge transition plan

5/25 5/25

Knowledge transition Process

Schedule sessions for KT 5/26 6/6

Participate in KT 5/26 6/6



Topic Details From Date

To Date

System Access Identify Systems and Clients in Scope.

5/30 6/3

Attend Mandatory trainings and Submit access forms.

5/31 6/1

Prepare AKD documents

Prepare AKD for all documents 6/1 6/10

Shadow Identify Incidents for Shadow process

6/6 6/14

Real time resolution walkthrough

Play Back JnJ to Identify Playback topics 6/8 6/10

Present Play back topics 6/13 6/17

Play Back Scoring & Sign off 6/14 6/17

Secondary Support

Monitor and accept email, Create incidents in Remedy

6/15 6/22

Meet the Secondary support criteria

6/15 6/22

Transfer of Operations

Evaluate LnT Readiness criteria 6/23 6/24

Pass on all the assets including emails to LnT Team

6/24 6/24

Start Primary support –Under Observation

Month end processes, Monthly reporting, Issue resolution from LnT Infotech team

6/27 7/1

Hand Over Sign off

Ensure all necessary documents, accesses, emails and reports are handed over

6/30 7/1

Sign off from all 3 parties 7/1 7/5

Primary Support beings

Normal support operations begins 7/6 7/6

6.1.5 Resource Planning

Resources are planned based on the nature and complexity of operations. The team is considered 1LnT infotech:1 IBM resource for the scope of operations defined in this document. The Security analyst will operate in shifts as detailed above.

1 Onsite Security consultant

6 Offshore Security consultants



6.1.6 Escalation Procedure

The Team members should inform the team lead/Quality Lead (Onsite/Offshore respectively) in case of any issue to them.

The team lead will inform the Project Lead and if he/she cannot solve it, then the issue will be escalated to the Project Manager.

The team should not wait for a month of fifteen days to pass on to escalate, whenever, there is something, they feel it needs attention, then it should be taken up immediately.

This will follow the escalation procedure defined in LynX SAP Security

Escalation 1 – L&T Infotech /J&J Leads

Escalation 2 - L&T Infotech Project Manager/GS Project Manager

Escalation 3 – J&J GS Director Delivery

7. RISK MANAGEMENT

SL No Risk Definition Impact Mitigation Plan

1 Scope and capacity assessment didn’t follow due diligence process

Support SLAs & Effort

Obtain approval for a specified duration of SLA relief till L&T Infotech achieve Steady State (Apprx till end of Aug 11).

2 Incumbent Vendor SME availability till the completion of Support transition process

Quality and Effort

JnJ to ensure availability of SME from IBM till the completion support transition process

3 Lack of Documentation Quality, Effort and Schedule

Ensure KT sessions cover the missing document topics and prepare AKD.

4 System Access delays Impact transition schedule

L&T infotech onsite team to follow up with concerned team

5 Unstable system resulting in high volume of tickets

Impact SLA/Effort/Quality

Work with JnJ project team to fix the root cause with help of SAP, if needed.

8. TRAINING REQUIREMENTS

NA



9. REVISION HISTORY

<Use the table below to track changes made to the document. Be sure to include the date the document was created/updated. Be sure to sufficiently define changes to facilitate version review and document update approvals.>

Version Date Change Descriptions0.0 5/27/2011 Draft document

1.0 1/6/2011 Added Phase details and RACI, Communication Plan

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10. APPENDIX 1

10.1 KNOWLEDGE TRANSITION SESSIONS:

Planned Schedule: 5/26 to 6/6

Based on the support role requirements, identify the topics working with incumbent vendor and the JnJ customer. The below responsibility matrix will detail the activities.

Knowledge Sessions Session Type(KT/Playback)

Session Number

Planned On

Delivered by

Delivered on

LynX Landscape overview and process overview

KT 1 5/24/2011

ALKA/IBM

LynX Security – Roles design and Nailing Convention

KT 2 5/26/2011-5/27/2011

IBM

LynX User ID & Access Management

KT 3 5/30/2011-5/31/May

IBM

LynX- Change Management Tool

KT 4 5/31/2011

Frank

ITSM Tool - Ticketing processes

KT 5 6/2/2011

LynX User Access Forms KT 6 6/3/2011 IBM



LynX User access review reports

KT 7 IBM

Emergency change, Month End Works, CQC Assessment

KT 8 6/6/2011 IBM Onsite

AKD- LynX Landscape overview and process overview

AKD Prep 6/10/2011

L&T Infotech

AKD- LynX User ID & Access Management

AKD Prep 6/10/2011

L&T Infotech

AKD- ITSM Tool - Ticketing processes

AKD Prep 6/13/2011

L&T Infotech

AKD-Access Forms AKD Prep 6/13/2011

L&T Infotech

AKD: Lynx Role Design – Naming Conventions

AKD Prep 6/13/2011

L&T Infotech

AKD- Role Changes & Maintenance

AKD Prep 6/13/2011

L&T Infotech

AKD- LynX User access review reports

AKD Prep 6/13/2011

L&T Infotech

Landscape & Demand in Take process

Playback 9 6/13/2011

L&T Infotech

User Management & Role Design

Playback 10 6/14/2011

L&T Infotech

Change Management & SANTA Access in non production systems

Playback 11 6/15/2011

L&T Infotech

User Access Review Reports, Onsite Tasks from Period End Closure perspective

Playback 12 6/16/2011

L&T Infotech

Buffer to catch up miscellaneous topics

Playback 13 6/17/2011

L&T Infotech

RACI chart

R- Responsible, A - Accountable, C- Consult and I- Inform

Activity L&T Infotech IBM J&J GS J&J BU IT

KT Topic Identification

C R A

Detailed KT Plan R C A



Organize KT Sessions

R C A

Conduct KT R A

Share Documents

I A/R I

Prepare AKD A/R C I

10.2 SYSTEM ACCESS MANAGEMENT:

Planned Schedule: 5/30 till 6/3

Identify systems for which on boarding team should have access to.

Find out the processes and forms for requesting IDs.

Identify and complete mandatory trainings for obtaining the access

Find out approval for obtaining IDs.

Maintain register of systems with access status.

Application











ITSM – Remedy tool for incident management.

CQC – Change management tool.

RACI chart


Activity L&T Infotech

IBM J&J GS J&J BU IT

Identify systems for which I R A



on boarding team should have access to.

Communicate processes and forms for requesting IDs.

I C A/R

Communicate Mandatory training for access

I C A/R

Undergo Mandatory trainings

A/R I

Fill the forms and send it A/R C/I

Provide Approval and Access to the system

I C A/R

Prepare and Maintain a Tracker

A/R I

10.3 SHADOW:


Shadow process is to learn operations carried out by the IBM team on the systems in a real time.

RACI chart



Identify incidents, problems or Change requests for Shadow in CQC/ITSM

R A C/I

Organize Live Meetings for sharing the process

C C A/R

Share resolution steps and processes on a live meeting and or in person (at onsite).

C A/R C

Prepare an understanding document which will be shared as part of the Playback

A/R C I

Update Gaps in AKD A/R C I

Start keeping LnT Infotech consultant in CC for all communications related to LynX SAP Security for the scope of system specified

I R A



10.4 PLAYBACK:


Playback step will ensure that the L&T Infotech team is able to understand the LynX SAP Security processes from the support perspective.

RACI chart


Activity L&T Infotech

IBM J&J GS J&J BU IT

Identify Topics for Playback

R C A/R

Organize Live Meetings for Playback

C I A/R I

Identify resources for Play back

A/R I

Present Playback topics

A/R C/I I

Gaps Identification R C A

Playback Scoring I A/R



10.5 KNOWLEDGE TRANSITION ACCEPTANCE CRITERIA

10.6 SECONDARY SUPPORT

The precondition to start this phase is that LnT infotech team has access to all the systems in Scope and is having necessary authorization equivalent to IBM team to carry-out its roles and responsibilities. Knowledge transition sessions are completed and the playback scoring meets the expectation of the JnJ Security Lead.



Operations aspects of Secondary support are owned by GS ERP Factory team. Chris and Anand will be identifying issues that will be assigned to IBM and issues that can be assigned to LnT Infotech team.

Phase 1: Planned Schedule: 6/15 to 6/17

Ananda and Chris will start assigning incidents to the LnT Infotech team and IBM based on the learning requirements of LnT Infotech and also workload management perspective.

LnT Team will start solving the incidents and get consultation of IBM on need basis.

GS ERP team will be assigning approximately 40% of the incidents to LnT Infotech team of different verities.

Phase 2: Planned Schedule: 6/20 to 6/22

Ananda and Chris will start assigning incidents to the LnT Infotech team and IBM based on the learning requirements of LnT Infotech and also workload management perspective.

LnT Team will start solving the incidents and get consultation of IBM on need basis.

GS ERP team will be assigning approximately 80% of the incidents to LnT Infotech team of different verities.

RACI chart

R- Responsible, A -Accountable, C-Consult and I - Inform


Share contact details of 2 teams for better communication. Email and phone numbers

R R A

Set protocol of communication on priority issues

R C A

Monitor LynX Inbox and take up the issues for the systems in Scope and Create incidents

A/R C I

Communicate and Organize Net meetings on need basis for clarifications

R C/I A

Provide Solutions R A I

Prepare and update compliance R A I



document.

Communicate with End Users R A I

Resolve ticket in the ITSM/CQC R A I

Organize meeting at the beginning of second shift at offshore ( IBM,JNJ and LnT team) and report progress at the end of the shift.

Third shift – organize meeting for a hand shake between onsite and offshore and second shift team.

R A I

List down the gaps in KT and in real time process and document it

A/R C I

Approvals for Role change/User access

A/R

Evaluate and sign off (Criteria, Coverage and Critical Issue management)

I A/R

10.6.1 Communication Protocol during Secondary Support:

1. Mark emails as accepted in the inbox.

2. Create incident in the ITSM tool.

3. Send out email to the IBM team copying the JnJ, L&T Infotech and IBM manager on acceptance of each ticket.

4. On receiving of Critical & high priority issues , during 16 X 5 support coverage escalate the issue to JnJ team ( Alka, George, Ananda, Vanjee and Chris), L&T Infotech team ( Nagaraj, Renju and Ritu) and IBM team ( Kunal and Team) within 20 minutes for critical issues and within 1 hr for High priority issues.

5. Identify need for IBM involvement in resolution of issues for critical and high priority within 1 hr of receipt of issues for critical and within 3 hrs of receipt of high priority issues.

6. Organize regular meeting at the beginning of second shift to plan activities and review status at the end of the day both at onsite and offshore.

7. Hand shake between onsite, offshore and second shift team and third shift team on daily basis via meetings.

8. Send status reports on daily basis for the secondary support.



10.7 TRANSFER OF OPERATIONS


Evaluate Secondary support result acceptance criteria and sign off.

No Objective Description

Assessment Approach

Metrics Threshold

1 Knowledge Understanding

Demonstrate hands on experience to resolve live tickets

Assign live tickets to ERP Factory

• % of assigned tickets resolved independently

• % of assigned & resolved tickets within contracted SLA

Resolve 80% of the tickets assigned independently

80% of resolved tickets to be within contracted SLA

RACI chart



Hand over all open incidents, change requests, regular repetitive activities, Knowledge repositories, Communication emails on the activities ,open issues and change requests, IPs, Passwords of forms, critical ids etc… to LnT Infotech

I R A

Verify and capture the handover items and responsibilities

R C A

Start primary support operations

A/R I C



10.8 PRIMARY SUPPORT UNDER OBSERVATION


This phase is included in the plan primarily to provide an overlap for month end processes and audits


Monitor LynX Inbox and take up the issues for the systems in Scope and Create incidents

A/R I

Communicate and Organize Net meetings on need basis for clarifications

A/R I

Provide Solutions ( Consult IBM for any unique issues which are critical in nature)

A/R C I

Month End Processes A/R C I

Communicate with End Users A/R A I

Resolve ticket in the ITSM/CQC A/R A I

Evaluate and sign off (Criteria, Coverage and Critical Issue management)

I A/R

SLA report preparation I A/R C

10.9 HAND OVER SIGNOFF


This phase is used to ensure that all the parties involved in the support responsibility transition have completed the necessary activities. The primary support responsibility will be taken up completely by LnT Infotech team and the IBM team can be released from the responsibilities.


Hand shake discussion R R A



Decision to disengage I I A/R

Sign Off R R R

10.10 PRIMARY SUPPORT

LnT Infotech will own L2 and L3 support responsibilities as stated in the scope section


L2 and L3 Support for all LynX issues for the systems in Scope

A/R I

Process Adherence A/R C

Adherence to SLA agreed by Parties

A/R I
