LNTINFOTECH J&J LYNX SECURITY KNOWLEDGE TRANSITION PLAN

VERSION: 00.01

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NAGARAJ

KUNDAPUR

6/1/2011

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VANJEESWARAN

NAGARAJAN

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E7886 _ JnJ ERP Factory Table of Contents

1. 2. 3. 4. 5.

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Purpose............................................................................................................................3 Scope................................................................................................................................3 Definitions........................................................................................................................7 References........................................................................................................................7 Business Overview..........................................................................................................8 5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 Business Purpose....................................................................................................8 System Overview.....................................................................................................8 User Base................................................................................................................8 Hardware/Environment Specifications......................................................................9 Software specifications.............................................................................................9 Approach..................................................................................................................9 Communication Plan..............................................................................................10 Activities & Resources............................................................................................11 Timeline..................................................................................................................11 Resource Planning.................................................................................................12 Escalation Procedure.............................................................................................12

6.

Transition Process...........................................................................................................9 6.1.1 6.1.2 6.1.3 6.1.4 6.1.5 6.1.6

7. 8. 9. 10.

Risk Management...........................................................................................................13 Training Requirements..................................................................................................13 Revision History.............................................................................................................13 Appendix 1......................................................................................................................15 Knowledge Transition Sessions:...........................................................................15 System Access Management:................................................................................16 Shadow:...................................................................................................................17 Playback:.................................................................................................................18 Knowledge transition Acceptance Criteria............................................................19 Secondary Support.................................................................................................20 Communication Protocol during Secondary Support:..........................................21 Transfer of operations............................................................................................22 Primary Support Under Observation.....................................................................23 Hand Over signoff...................................................................................................23 10.1 10.2 10.3 10.4 10.5 10.6 10.7 10.8 10.9

10.6.1

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

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1.

PRIMARY SUPPORTPURPOSE

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.

1.

SCOPE

In Scope Systems In Scope Applicati on FD3 FQ3 FP3 MD1 MQ1 MP1 LDS LQS LPS FD5 / GD5 FQ5 / GQ5 FP5 / GP5 Lynx Portal Component ECC6.0 ECC6.0 ECC6.0 SAP 4.7EE SAP 4.7EE SAP 4.7EE Solution Manager Solution Manager Solution Manager BI7.0 BI7.0 BI7.0 EP7.0 Functionality Description LYNX ERP Development system LYNX ERP Quality system LYNX ERP Production system Cornerstone ERP Development system Cornerstone ERP Quality system Cornerstone ERP Production system LYNX SolMan Development system LYNX SolMan Quality system LYNX SolMan Production system LYNX BI Development systems LYNX BI Quality systems LYNX BI Production systems Lynx Portal System

Services in Scope
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L2 Services for :

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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 FD4 FQ4 FS5/GS5 FD6, FQ6, GD6, GQ6 Component ECC6.0 ECC6.0 BI7.0 BI7.0 Functionality Description Upgraded LYNX ERP Development system Upgraded LYNX ERP Quality system Lynx BI Sandbox Lynx BI Upgrade Systems

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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 LynX Landscape overview and process overview LynX Security Roles design and Naming Convention LynX User ID & Access Management LynX User access review reports LynX- Change Management Tool LynX User Access Forms ITSM Tool - Ticketing processes Emergency change, Month End Works, CQC Assessment Educate team on SLA for LynX Security Support Landscape & Demand in Take process User Management & Role Design Session Type KT KT KT KT KT KT KT KT KT Playback Playback Planned On 5/24/2011 5/26/2011-5/27/2011 5/30/2011-5/31/May 5/30/2011 5/31/2011 6/2/2011 6/3/2011 6/6/2011 6/9/2011 6/13/2011 6/14/2011 Presenter Alka/IBM IBM IBM IBM IBM IBM IBM IBM IBM L&T Infotech L&T Infotech

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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 Playback 6/15/2011

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L&T Infotech

Playback

6/16/2011

L&T Infotech

Playback

6/17/2011

L&T Infotech

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 Quality Effort Track Component Quality Documents In Clarity/Splice M Functionality Description Quality related activities to be followed by the technical team. Clarity time management

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

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Process to be followed by network team and team members. On-boarding related steps that need to carefully execute.

1.

DEFINITIONS

See Glossary of Terms for general definitions. Term/Acronym AKD KT Splice M Definition Application Knowledge Document Knowledge Transition Time booking tool in LnT Infotech

2.

REFERENCES
Title J&J On boarding document AKD Documents for each of the KT Sessions

Document ID J&J On boarding document AKD Documents

3.
3.1.1

BUSINESS OVERVIEW
Business Purpose

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

3.1.2

System Overview
Component Functionality Description

Applicati on

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FD3 FQ3 FP3 MD1 MQ1 MP1 LDS LQS LPS ECC6.0 ECC6.0 ECC6.0 SAP 4.7EE SAP 4.7EE SAP 4.7EE Solution Manager Solution Manager Solution Manager

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LYNX ERP Development system LYNX ERP Quality system LYNX ERP Production system Cornerstone ERP Development system Cornerstone ERP Quality system Cornerstone ERP Production system LYNX SolMan Development system LYNX SolMan Quality system LYNX SolMan Production system

ITSM Remedy tool for incident management. CQC Change management tool.

3.1.3

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. 1 2 3 4 5 6 7 8 Name Nagaraj Kundapur Renju Thomas Ritu Rawat Madhu Chappali Sujan Kumar Nishanthini Soundararajan Prabal Chaturvedi Sharmistha Debnath Role/Skill ERP Factory Manager Team lead offshore Onsite Security Analyst Security Consultant Security Consultant Security Consultant Security Consultant Security Consultant Location Offshore Offshore Onsite Offshore Offshore Offshore Offshore Offshore

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3.1.4
NA

Hardware/Environment Specifications Software specifications

3.1.5
NA

4.

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.

4.1.1

Approach
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

Initiate & Plan :

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

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Transfer of operations

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

1.1.1
Communic ation Type
Support Transition Plan

Communication Plan
Medium
Docum ent

Objective of Communication
Provide step by step Support Transition process

Frequenc y
Once

Audienc e
Pr oj ec t Sp on so r Pr oj ec t Te a m St ak eh ol de rs Pr oj ec t Te a m Cu st o m er Pr oj ec t Sp on so r Pr oj

Owner
Project Manager

Deliverable
Meetin g Minute s

Weekly Status Reports

Review status of the Support Transition with the team.

Confer ence Call

Weekly

Project Manager

Meetin g Minute s

Phase Completion Criteria Report

Review Phase completion criteria for a Phase

Confer ence call

After completion of each phase starting from Playback

Project Manager

Agend a Meetin g Minute s

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ec t Te a m St ak eh ol de rs Pr oj ec t Sp on so r Pr oj ec t Te a m St ak eh ol de rs

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Primary Support Kick Off

Review the readiness for primary support. Send an email to the user group

Confer ence Call email comm unicati on

At the beginning of Primary support

JnJ Leadership Team

Agend a Minute s of Meetin g

1.1.1

Activities & Resources

Activity Resource/Skill Required Vanjee/Ananda/Nagaraj Kundapur IBM/ ERP Security team ERP Security team 16 Hrs 264hrs 48 hrs Effort (hrs)

Transition Planning Knowledge transition topics and sessions AKD preparation

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Activity Secondary Support Transfer of Responsibilities Resource/Skill Required ERP Security team/IBM ERP Security team/IBM 80 hrs

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Effort (hrs) 480 hrs

1.1.2

Timeline
From Date 5/24 To Date 5/25

High level activities included below Topic Details Scope Definition & Support transition plan Review and Approve Support transition plan Knowledge transition Process System Access LynX Systems in Scope and out of scope KT Topics and Sessions, Shadow, secondary and primary process JnJ to review knowledge transition plan Schedule sessions for KT Participate in KT Identify Systems and Clients in Scope. Attend Mandatory trainings and Submit access forms. Prepare AKD for all documents Identify Incidents for Shadow process Real time resolution walkthrough JnJ to Identify Playback topics Present Play back topics Play Back Scoring & Sign off Monitor and accept email, Create incidents in Remedy Meet the Secondary support criteria Evaluate LnT Readiness criteria Pass on all the assets including emails to LnT Team Month end processes, Monthly reporting, Issue resolution from LnT Infotech team

5/25

5/25

5/26 5/26 5/30 5/31 6/1 6/6 6/8 6/13 6/14 6/15 6/15 6/23 6/24 6/27

6/6 6/6 6/3 6/1 6/10 6/14 6/10 6/17 6/17 6/22 6/22 6/24 6/24 7/1

Prepare AKD documents Shadow Play Back Secondary Support Transfer of Operations Start Primary support Under Observation

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Topic Hand Over Sign off Primary Support beings Details Ensure all necessary documents, accesses, emails and reports are handed over Sign off from all 3 parties Normal support operations begins From Date 6/30 7/1 7/6

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To Date 7/1 7/5 7/6

1.1.3

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

1.1.1

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

2.
SL No 1

RISK MANAGEMENT
Impact Support SLAs & Effort Mitigation Plan Obtain approval for a specified duration of SLA relief till L&T Infotech achieve Steady State (Apprx till end of Aug 11). JnJ to ensure availability of SME from IBM till the completion support

Risk Definition Scope and capacity assessment didnt follow due diligence process

Incumbent Vendor SME availability till the completion of Support

Quality and Effort

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transition process

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transition process

Lack of Documentation

Quality, Effort and Schedule Impact transition schedule Impact SLA/Effort/Quali ty

Ensure KT sessions cover the missing document topics and prepare AKD. L&T infotech onsite team to follow up with concerned team Work with JnJ project team to fix the root cause with help of SAP, if needed.

System Access delays

Unstable system resulting in high volume of tickets

3.
NA

TRAINING REQUIREMENTS

4.

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
0.0 1.0

Date
5/27/2011 1/6/2011 Draft document

Change Descriptions
Added Phase details and RACI, Communication Plan

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1.
1.1

APPENDIX 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.
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Knowledge Sessions

Session Type (KT/Playbac k) KT KT

Sessio n Numb er 1 2

Planned On

Deliver ed by

Delivere d on

LynX Landscape overview and process overview LynX Security Roles design and Nailing Convention

5/24/201 1 5/26/201 15/27/201 1 5/30/201 15/31/May 5/31/201 1 6/2/2011 6/3/2011

ALKA/IB M IBM

LynX User ID & Access Management LynX- Change Management Tool ITSM Tool - Ticketing processes LynX User Access Forms LynX User access review reports Emergency change, Month End Works, CQC Assessment AKD- LynX Landscape overview and process overview AKD- LynX User ID & Access Management AKD- ITSM Tool - Ticketing processes AKD-Access Forms AKD: Lynx Role Design Naming Conventions AKD- Role Changes & Maintenance AKD- LynX User access review reports Landscape & Demand in Take process

KT

IBM

KT KT KT KT KT AKD Prep

4 5 6 7 8

Frank

IBM IBM

6/6/2011 6/10/201 1 6/10/201 1 6/13/201 1 6/13/201 1 6/13/201 1 6/13/201 1 6/13/201 1

IBM Onsite L&T Infotech L&T Infotech L&T Infotech L&T Infotech L&T Infotech L&T Infotech L&T Infotech L&T Infotech

AKD Prep AKD Prep AKD Prep AKD Prep AKD Prep AKD Prep Playback 9

6/13/201 1

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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 RACI chart R- Responsible, A - Accountable, C- Consult and I- Inform Activity KT Topic Identification Detailed KT Plan Organize KT Sessions Conduct KT Share Documents Prepare AKD I A/R L&T Infotech C R R IBM R C C R A/R C J&J GS A A A A I I Playback Playback 10 11 6/14/201 1 6/15/201 1 6/16/201 1 6/17/201 1

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L&T Infotech L&T Infotech L&T Infotech L&T Infotech

Playback

12

Playback

13

J&J BU IT

1.2

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.

Applicati on FD3

Component ECC6.0

Functionality Description LYNX ERP Development system

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FQ3 FP3 MD1 MQ1 MP1 LDS LQS LPS ECC6.0 ECC6.0 SAP 4.7EE SAP 4.7EE SAP 4.7EE Solution Manager Solution Manager Solution Manager

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LYNX ERP Quality system LYNX ERP Production system Cornerstone ERP Development system Cornerstone ERP Quality system Cornerstone ERP Production system LYNX SolMan Development system LYNX SolMan Quality system LYNX SolMan Production system

ITSM Remedy tool for incident management. CQC Change management tool. RACI chart R- Responsible, A - Accountable, C- Consult and I- Inform Activity Identify systems for which on boarding team should have access to. Communicate processes and forms for requesting IDs. Communicate Mandatory training for access Undergo Mandatory trainings Fill the forms and send it Provide Approval and Access to the system Prepare and Maintain a Tracker I L&T Infotech I IBM R J&J GS A J&J BU IT

A/R

I A/R A/R I A/R

A/R I C/I

A/R I

1.1

SHADOW:

Planned Schedule: 6/6 to 6/14 Shadow process is to learn operations carried out by the IBM team on the systems in a real time. RACI chart
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R- Responsible, A - Accountable, C- Consult and I- Inform Activity Identify incidents, problems or Change requests for Shadow in CQC/ITSM Organize Live Meetings for sharing the process Share resolution steps and processes on a live meeting and or in person (at onsite). Prepare an understanding document which will be shared as part of the Playback Update Gaps in AKD Start keeping LnT Infotech consultant in CC for all communications related to LynX SAP Security for the scope of system specified L&T Infotech R IBM A J&J GS C/I

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J&J BU IT

C C

C A/R

A/R C

A/R

A/R I

C R

I A

1.2

PLAYBACK:

Planned Schedule: 6/13 to 6/17 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 R- Responsible, A - Accountable, C- Consult and I- Inform Activity Identify Topics for Playback Organize Live Meetings for Playback Identify resources for Play back Present Playback L&T Infotech R C A/R A/R IBM C I J&J GS A/R A/R I C/I I I J&J BU IT

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topics Gaps Identification Playback Scoring R I C A A/R

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1.3

KNOWLEDGE TRANSITION ACCEPTANCE CRITERIA

KT Tracker.xlsx

Playback Scoring.xls

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1.4

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 Activity Share contact details of 2 teams for better communication. Email and phone numbers L&T Infotech R IBM R J&J GS A J&J BU IT

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Set protocol of communication on priority issues Monitor LynX Inbox and take up the issues for the systems in Scope and Create incidents Communicate and Organize Net meetings on need basis for clarifications Provide Solutions Prepare and update compliance document. Communicate with End Users Resolve ticket in the ITSM/CQC 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. List down the gaps in KT and in real time process and document it Approvals for Role change/User access Evaluate and sign off (Criteria, Coverage and Critical Issue management) I A/R C I R A/R C C A I

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C/I

R R R R R

A A A A A

I I I I I

A/R A/R

1.4.1

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
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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.

1.1

TRANSFER OF OPERATIONS

Planned Schedule: 6/23 to 6/24 Evaluate Secondary support result acceptance criteria and sign off.

No

Objective

Descriptio n Demonstrat e hands on experience to resolve live tickets

Assessmen t Approach Assign live tickets to ERP Factory

Metrics

Threshold

Knowledge Understandi ng

% of assigned tickets resolved independent ly % of assigned & resolved tickets within contracted SLA

Resolve 80% of the tickets assigned independentl y 80% of resolved tickets to be within contracted SLA

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

Activity

L&T Infotech

IBM

J&J GS

J&J BU IT

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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 Verify and capture the handover items and responsibilities Start primary support operations I R A

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R A/R

C I

A C

1.1

PRIMARY SUPPORT UNDER OBSERVATION

Planned Schedule: 6/27 to 7/1 This phase is included in the plan primarily to provide an overlap for month end processes and audits Activity Monitor LynX Inbox and take up the issues for the systems in Scope and Create incidents Communicate and Organize Net meetings on need basis for clarifications Provide Solutions ( Consult IBM for any unique issues which are critical in nature) Month End Processes Communicate with End Users Resolve ticket in the ITSM/CQC Evaluate and sign off (Criteria, Coverage and Critical Issue management) L&T Infotech A/R IBM J&J GS I J&J BU IT

A/R

A/R

A/R A/R A/R I

C A A

I I I A/R

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SLA report preparation I A/R C

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1.2

HAND OVER SIGNOFF

Planned Schedule: 6/29 to 7/5 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. Activity Hand shake discussion Decision to disengage Sign Off L&T Infotech R I R IBM R I R J&J GS A A/R R J&J BU IT

1.3

PRIMARY SUPPORT

LnT Infotech will own L2 and L3 support responsibilities as stated in the scope section Activity L2 and L3 Support for all LynX issues for the systems in Scope Process Adherence Adherence to SLA agreed by Parties L&T Infotech A/R A/R A/R IBM J&J GS I C I J&J BU IT

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