Project Merlin Production Support Transition Plan March 31, 2009

Purpose The purpose of this document is to outline the process for handing off of application support from the project team to a production support team. The scope of this document specifically excludes system and server administration, application administration, DBA support, and Help Desk support, though these functions may be referenced in certain sections of this document. Overview Project Merlin is a multi-year, multiphase, business transformation initiative to replace all disparate systems and obsolete business processes with an all Oracle solution that will meet global requirements. As various phases and waves of the project go live there is a need to smoothly hand off production support from project team members to a dedicated support team. Beginning in March 2008, Zebra engaged with Fujtisu Consulting to provide support for our Oracle 11i footprint. Zebra is currently using various Oracle 11i modules to manage our North American service and support operation and lead/opportunity management process. In Q1 2009 Fujitsu assumed limited support for our CRM and Oracle R12 footprints deployed for Release 2 Wave 1. The intention is to continue to leverage Fujitsu to provide post go live application support as future releases go live. A resource review to flex the team members and size as required to meet the evolving support needs of the organization is part of the support plan. Roles and Responsibilities Various roles and responsibilities are described in this document in support of the plan. The below table lists the roles and responsibilities and where appropriate the current named resource.
Role Zebra Application Support Manager Strategic Consultant (SC)/BSA Project Manager/Lead Program Manager Application Support Application Support On Site Coordinator Project Manager Engagement Manager Organization Zebra Zebra Zebra Zebra Zebra Fujitsu Fujitsu Fujitsu Fujitsu Responsibility Overall responsibility for application support, management oversight of on shore and offshore processes and resources Solution design and deployment per project deliverables Project delivery Program delivery Functional application support post go live Functional and/or Technical application support post go live, could be on shore or offshore Coordinate day to day activities for Fujitsu Assist with process documentation, escalation point for issue resolution, assist engagement manager` Overall responsibility for the engagement Current Named Resource Dan Tokarz Various Various Various Various Various Venkatesh Tatireddy Harish Chauhan Open 1 of 21

Support Plan The points listed below should be outlined in a specific support plan for each release and/or wave within a release. Depending on the complexity of the release/wave separate plans by module or functional area may be appropriate. Various project team members may be accountable for specific content, however, the support plan is the responsibility of the Application Support Manager. Access to Project Documentation and CRP/SIT/UAT Participation A good basic knowledge and understanding of the solution being delivered is essential to providing effective production support for any application. This understanding should include basic business process, front end and back end application and database knowledge, and knowledge of all RICE components deployed to support the solution. The following table lists the information that should be available to the support team and formal events where the support team should be engaged to gain this knowledge.

Documentation/Event Project Scope and Timeline CRP1 CRP2 CRP3 SIT UAT User Training

Responsible for Delivery Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager Project Manager/Lead or Program Manager

Application Support Resource On Site Coordinator, Project Manager, Engagement Manager, Zebra Application Support Manager On Site Coordinator, Zebra Application Support Manager On Site Coordinator, Zebra Application Support Manager On Site Coordinator, Zebra Application Support Manager On Site Coordinator, Zebra Application Support Manager On Site Coordinator, Zebra Application Support Manager On Site Coordinator

Requirement Mandatory Optional Optional Optional Mandatory Mandatory As Appropriate

Scope and Role Definition Project Merlin will deliver a broad solution footprint that includes numerous applications and modules deployed in multiple phases and waves. For each wave the specific support need and roles of the support team may differ. For example, depending on the scope and/or complexity of the releases the level of functional support will vary. It is the responsibility of the Project Manager or Lead for each specific release, in conjunction with the Zebra Application Support Manager, to determine the scope and level of support to be provided. The deliverable should include modules and processes to be supported including any applicable RICE components, type of support (functional, technical or both), and regions or time zones to be supported. Resource Review Based on the defined scope of the release, a resource review should be conducted to access the current capacity and skill set of the team to determine if adjustments need to be made. The Fujitsu Engagement Manager and/or Project Manager, in partnership with the Zebra Application Support manager, is responsible for the resource review. If the support scope is determined to include permanent Zebra functional/technical resources it is the responsibility of the Project Manager/Lead to ensure resources are defined and named.

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Documentation and Solution Review As appropriate, solution specific detail should be documented by the project team and made available to the support team. This detail should include:

Access to appropriate SharePoint sites that house setup up documents, MD50/70/120 documentation for RICE components, etc. Detail on interfaces and conversions List of anticipated FAQs based on UAT feedback. List of SCs/SMEs and BSAs by functional area including contact information. Access to all appropriate environments at the level required to provide the agreed upon support

Delivery of this content should be accomplished during formal knowledge transfer (KT) on the solution(s) to be supported. The KT sessions should be face to face where practical, at a minimum Web Conferencing should be utilized to delver appropriate content. The Fujitsu On Site Coordinator is responsible for ensuring that all delivered documentation is transferred to the IS Prod Support SharePoint site at: http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx. Ownership and maintenance of the documentation post go live is the responsibility of the Fujitsu On Site Coordinator. The Project Manager/Lead, in conjunction with the Application Support Manager, is responsible for ensuring the solution review is completed. Process Flow Process flow diagrams that outline handling of support cases should be developed or updated for each release and wave of the project. The process flow should show the call to resolution flow including hand offs or communication with other IS groups, including the Help Desk and Application Administration. The Application Support Manager is accountable for the process flow diagrams. Sign Off The Application Support Manager and the appropriate Project Manager/Lead will jointly sign off on the plan to indicate acceptance of transfer of support responsibility from the project team to the support team. This sign off will typically be after UAT and prior to Go Live. Go Live During the first two weeks after post go live the support team will work in conjunction with the project team to ensure a smooth launch of the solution. During this time it is expected that the project team will remain engaged in issue resolution. After two weeks it is expected that the support team will assume full responsibility for support as defined by the support scope.

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AIM

PM.020 PRODUCTION SUPPORT

R2W2 North America P2P, iExpense, CRM, Global HR Self Service

Author: Creation Date: Last Updated: Document Ref: Version:

Dan Tokarz March 31, 2009 April 1.0 1, 2009 PM.020R2W2

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Document Control
Change Record
6

Date 31-Mar2009 01-Apr2009

Author Dan Tokarz Dan Tokarz

Versio n Draft 1a 1.0

Change Reference No Previous Document Initial release

Reviewers

Name Andy Bloomfield Deepak Kaul Brad Brown

Position Director, Change Management and Process Improvement Director, Change Management and Process Improvement Project QA

Distribution

Copy No. 1 2 3 4

Name R2W2 Sharepoint Site

Location http://03s03sharepnt01/sites/projects/ ERP/r2w2teamsite/Shared %20Documents/Forms/AllItems.aspx

Note To Holders: If you receive an electronic copy of this document and print it out, please write your name on the equivalent of the cover page, for document control purposes. If you receive a hard copy of this document, please write your name on the front cover, for document control purposes.

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Contents

Document Control.................................................................5 Purpose.................................................................................7 Scope....................................................................................8 Rice Components..................................................................9 Knowledge Transfer Plan....................................................10 Production Support Process Flow........................................11 Planned Resource Requirements........................................13 Environment.......................................................................16 User Administration and Security ......................................17 Help Desk First Response FAQ.........................................19 Open and Closed Issues for this Deliverable.......................20 Open Issues..................................................................20 Closed Issues................................................................20

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Purpose
The purpose of this document is to address the production support plan for Merlin R2W2. This plan includes scope of modules and components to be supported, level of support, knowledge transfer processes, resource planning, and process flow of production support and user administration.

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Scope
The scope of this support plan includes the following modules. There are also some references here and elsewhere in the document to modules or functionality deployed in earlier releases to clarify support for these areas. Application Oracle R12 Module iExpense HR Self Service Finance Electronic Payments (Exp Rpts, Supp Pmts P2P Siebel CRM Campaign Management CRM Partner Management UCM AIA/SOA Security Admin Interfaces Indirect purchases only Notes Region NA Global NA NA

Limited to support deployed modules

NA NA NA NA Global Global Global

Other

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Rice Components
The following table lists the specific RICE components deployed with this release and the support requirements.
R/I/C/E Report Name PO Mask Functional Description Purchase order Templates Report to confirm all changes processed normally Limit LOV display by region Support Needs Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Troubleshoot issues, updates to support change in business process Support resource(s) Fujitsu Application Support Fujitsu Application Support Notes 2 separate versions, EMEA and NA

Report

HRMS weekly audit report HR self service LOV for absence management VAT reports

Extension

Fujitsu Application Support

Report

Tax report

Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support

Summary and detail, EMEA only

Extension/ Report Report

JP Morgan check print Payment Register MC Remittance Advice

Check printing

Payments report

Extension

Generate CC payments

Interface Interface Interface

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Knowledge Transfer Plan

The following table lists the specific knowledge transfer required to transition support to the support team. The support team lead is responsible for ensuring knowledge transfer is disseminated through the rest of the team. Documentation will be housed at the IS Production Support Sharepoint Site. http://03s03sharepnt01/sites/projects/isprodsprt/default.aspx.
Module or Component EMEA Oracle R12 and Siebel SC/BSA/Developer Stan Beaumont, Teresa Gott, John Putt, Colin Marriott Geetha Patabandla, Fujitsu offshore Jason Allie, Marc Osorno Sailaja Yellaturu Sripriya Srinivasan Tom Wiezorek, Mary Ciolino Paratesh Sharma Eva Larsen Prashant Sharma Support Team Lead Manoj Kumar Format for Knowledge Transfer On site hands on review of solution, transfer of relevant documentation to support team Web conference, transfer of relevant documentation to support team SIT participation, TBD SIT participation, TBD TBD SIT participation, TBD SIT participation, TBD TBD TBD Knowledge Transfer dates 30-Mar-09 thru 09Apr-09

Interfaces

Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy Venkatesh Tatireddy

06-Apr-09 thru 10Apr-09 TBD TBD TBD TBD TBD TBD TBD

Siebel NA deployment

Oracle iExpense Oracle HR Self Service Oracle Finance P2P UCM Reports/Extensio ns

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Production Support Process Flow

R2W2 Production Support Process Flow
User
User has questions /issues regarding Oracle R12/Siebel User formulates question to be answered User communicates issue to Help Desk EMEA - EUR HD APAC - APAC HD Americas - WW HD

Super User available ?

No

User receives response

End Process

1A Yes

Super User
Can Super User answer question ? Yes Super User communicates resolution to User No Super User communicates issue to Help Desk 1B Super User formulates response Yes Super User communicates response to partner and user

End process

Partner case ?

No

End Process

Help Desk
Help Desk creates case in Vantive Can Help Desk resolve issue ? Yes Document resolution and close case CRM-Merlin CRM Support ERP R 12-Merlin ERP Support

No Help Desk determines appropriate support group Help Desk routes case to appropriate inbox

Go to 2A

01 -APR -2009 Dan Tokarz 1 of 2

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R2W2 Production Support Process Flow (continued)

Functional Support (On Site)
2A Support resource monitors inbox for new cases CRM EMEA - Colin Marriott transition to contract resource TBD CRM NA Jason Allie transition to contract resource TBD ERP EMEA Stan Beaumont/Teresa Gott transition to contract resource TBD ERP NA TBD No

No

Partner Case?

Yes

Go to 1B

Go to 1A

Partner Case?

Yes Assign to IS Prod Support group and forward case to IS Prod Support Inbox

Can support group resolve issue ?

Yes

Document resolution and close case No

Application issue/ enhancement?

Yes

Communicate resolution with user

Fujitsu Support (On Site/Off Shore)

Review issues/ enhancements with functional support resource No Resolve issue/ develop enhancement per requirements Document resolution and close case Communicate resolution to functional support resource

DBA support (On Site/Off Shore)

Case assigned to DBA team for resolution

Document resolution and close case

Communicate resolution to functional support resource

Dan Tokarz 01-APR-2009 2 of 2

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Planned Resource Requirements

The following tables list the production support resource assignment for Merlin R2W2.
Support Area EMEA Support Week 1-2 Functional Technical HD Siebe l Siebe l Siebe l Oracl e Oracl e Oracl e Oracl e Oracl e Oracl e Siebe l All All Level 1 Support (log ticket and dispatch) CRM Campaign Management CRM Partner Management UCM P2P / iExpense HR Self Service Finance Electronic Payments (Exp Rpts, Supp Pmts AIA/SOA DBA-Oracle DBA-Siebel Security Admin Interfaces Zebra Floor Walkers NA Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support ? Fujitsu Application Support ? ? Fujitsu DBA Fujitsu Application Support Week 3 and on Functional Technical Zebra Help Desk NA Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support ? Fujitsu Application Support Fujitsu DBA Fujitsu DBA Fujitsu DBA Fujitsu Application Support ? ? ? ? ? ? ?

Colin Marriott Colin Marriott Eva Larson Teresa Gott Teresa Gott Stan Beaumont Susan Pearce Geetha Patibandla Sankaran Srinivasan NA NA Fujitsu Application Support Fujitsu Application Support

Colin Marriott Contract Resource Colin Marriott Contract Resource Colin Marriott Contract Resource Teresa Gott Contract Resource Teresa Gott Contract Resource Stan Beaumont Contract Resource Susan Pearce Geetha Patibandla Sankaran Srinivasan NA NA Fujitsu Application Support Fujitsu Application Support

Super Users CRM Campaign Management CRM Partner Management UCM P2P / iExpense HR Self Service Finance Electronic Payments (Exp Rpts, Supp Pmts

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Support Area

NA Support Week 1-2 Functional Technical Week 3 and on Functional Technical Zebra Help Desk NA Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support ?

HD Siebe l Siebe l Siebe l Oracl e Oracl e Oracl e Oracl e

Level 1 Support (log ticket and dispatch) CRM Campaign Management CRM Partner Management UCM P2P / iExpense HR Self Service Finance Electronic Payments (Exp Rpts, Supp Pmts AIA/SOA

Zebra Floor Walkers

NA Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support Fujitsu Application Support ?

Jason Allie Jason Allie Eva Larson ? ? ?

Jason Allie Contract Resource Jason Allie Contract Resource Jason Allie Contract Resource ? ? ?

Susan Pearce

Susan Pearce

Oracl e Oracl e Siebe l All All

Geetha Patibandla Sankaran Srinivasan NA NA Fujitsu Application Support Fujitsu Application Support

Fujitsu Application Support Fujitsu DBA Fujitsu DBA Fujitsu DBA Fujitsu Application Support

Geetha Patibandla Sankaran Srinivasan NA NA Fujitsu Application Support Fujitsu Application Support

Fujitsu Application Support Fujitsu DBA Fujitsu DBA Fujitsu DBA Fujitsu Application Support ? ? ? ? ? ? ?

DBA-Oracle DBA-Siebel Security Admin Interfaces

Super Users CRM Campaign Management CRM Partner Management UCM P2P / iExpense HR Self Service Finance Electronic Payments (Exp Rpts, Supp Pmts

Fujitsu Application Support Team

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Listed is the Fujitsu Support Team. This represents current staffing and it is expected the current team will manage additional work from R2W2 without headcount increase. In additional to supporting modules deployed under Merlin the team also supports our Oracle 11i footprint. It is anticipated that work for 11i will continue to decrease and resources can be shifted to R12 and Siebel to handle the increased work load. Role Engagement manager Project manager On Site Coordinator Offshore Lead Offshore Support Offshore Support Offshore Support DBA DBA Resource Open Harish Chauhan Venkatesh Tatireddy Manoj Kumar Swetha Ameta Vanitha Suthari Bhanu Mowa Navdeep Sani Yogaeh Prajapati Location Boston, MA Lincolnshire, IL India India India India California India

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Environment
The following table shows a list of environments covered by this Applications support plan. Please see the Share point link below for additional information on instance details. (http://03s03sharepnt01/sites/projects/techteam/Lists/Merlin%20Instance%20Status/AllItems.aspx? SortField=LinkTitle&SortDir=Asc )
1 Environment / Instance name Environment type Server name URL / Link to environment ERP - Prod z03hp41a, z03hp41b https://erp.zebra.com 2 Siebel CRM_PROD z03hp43a, z03hp43b http://z03srlweb31a.zebra.l an:7782/htim_enu/ 3 Siebel UCM_PROD 4

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User Administration and Security

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Oracle R12/Siebel User Set Up

User
User sends request for access to Oracle R12/ Siebel to Help Desk EMEA - EUR HD APAC - APAC HD Americas - WW HD

User receives response

End process

No

Help Desk
Oracle R12 Approval required? Yes Send E-mail to approver to approve access

Create case with request details and forward to IS Prod Support Inbox

Deepak Kaul for all Oracle R12 Finance/HR access

Approver

Approver reviews request Yes

E-mail approval to Help Desk

Access approved?

E-mail user with reason for rejection

No

Fujitsu Application Support

Review request and complete spreadsheet with access details , verify approvals

Forward Case to Offshore DBA Team for completion of set up

Fujitsu DBA
Set up user in Oracle/Siebel as requested

Document resolution and close case in Vantive

01-APR-2009 Dan Tokarz

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Help Desk First Response FAQ

The following table lists common questions a user may submit to the Help Desk and a potential answer to that question.

Potential Questions to Help Desk TBD

Response to Question

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Open and Closed Issues for this Deliverable

Open Issues

ID

Issue

Resolution

Responsibility

Target Date

Impact Date

Closed Issues

ID

Issue

Resolution

Responsibility

Target Date

Impact Date

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Production Support RACI Chart

Program Mgr Project Item Description

Project Mgr

Strategic Consultant/ BSA

App Support Manager

In house SC/BSA

Eng Manager

Project Mgr

Support Analyst

On Site Coordinator

Project Team Develop production support plan (PM.020) Scope and role definition Documentation and solution review Process flows Resource Review Plan acceptance and sign off Post Go Live support

Support Team

Support Partner

Production Support

I I I I I I

C R A C I R

C C R C

A A C A A A C

I I I

R C C R C C R

R C R R C C A

I R I

Responsible: Assigned to execute activity. The degree of responsibility is determined by the Accountable person (Rs can be shared). Accountable: Ultimately accountable for completion of activity. There is only one A for an activity and it cannot be delegated. Consulted: Must be consulted before decision or activity is finalized. Informed: Must be notified about completion or output of decision or activity.

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