abc rg support guide

8/8/2019 ABC RG Support Guide

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GL-GLOBE/ 1September 20, 2010

OCM (Overheads Costing Module) and

OROS (Activity base costing for distribution)

Support Processes- Complementary Application

ITSM Service Management &

DS Solution Delivery

Vevey, 2007


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GL-GLOBE/ September 20, 2010 2

INTRODUCTION

I&PM team members

GCs / Customer Care Managers

Application team lead

Application team members

SDSM teams

Main audience

Secondaryaudience

Should read thewhole documentation

Should only focus onTopics where involved

The scope of this document includes:

Application Scope Technical Architecture Support Incidents Priorities and Categorization Users Management


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Scope Description - OCM

OCM (Overheads Costing Module) is an application used to allocate white-collar costs as per the ActivityOCM (Overheads Costing Module) is an application used to allocate white-collar costs as per the ActivityBase Costing (ABC) method. Data are received from source applications (GT/SAP, NEfamily, etc.), andBase Costing (ABC) method. Data are received from source applications (GT/SAP, NEfamily, etc.), and

completed by a data capture by the OCM users. The application will then allocate costs as per the ABCcompleted by a data capture by the OCM users. The application will then allocate costs as per the ABC

methodology. After that, data are sent back to the source application, (COPA for SAP). Reportingmethodology. After that, data are sent back to the source application, (COPA for SAP). Reporting

functions are also available.functions are also available.

Application description should cover the following :Application description should cover the following :

Critical aspects of the applicationCritical aspects of the application

Allocation of White-Collar costs as per the ABC methodologyAllocation of White-Collar costs as per the ABC methodology

Interface from and to GT/SAP via MWInterface from and to GT/SAP via MW

Interface from other accounting applications using an in-built Import functionalityInterface from other accounting applications using an in-built Import functionality

Interface to other accounting applications using flat files exported from OCM by the userInterface to other accounting applications using flat files exported from OCM by the user

Impact on BusinessImpact on Business

Costs allocated more precisely than with other methods. ABC with OCM is part of the monthly bookclosing process.Costs allocated more precisely than with other methods. ABC with OCM is part of the monthly bookclosing process.

Interaction with other applicationsInteraction with other applications

GT/SAP data received from, then sent back to after ABC allocationGT/SAP data received from, then sent back to after ABC allocation

Same with non Globe accounting applications (NEfamily, etc.)Same with non Globe accounting applications (NEfamily, etc.)


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Scope Description - OROS

OROS is a package, with several in-house built applications used to allocate distribution costs asOROS is a package, with several in-house built applications used to allocate distribution costs asper the Activity Base Costing (ABC) method. Data are received from source applicationsper the Activity Base Costing (ABC) method. Data are received from source applications

(GT/SAP, NEfamily, etc.), and completed by a data capture by the OROS users. The application(GT/SAP, NEfamily, etc.), and completed by a data capture by the OROS users. The application

will then allocate costs as per the ABC methodology. After that, data are sent back to thewill then allocate costs as per the ABC methodology. After that, data are sent back to the

source application, (COPA for SAP). Reporting functions are also available.source application, (COPA for SAP). Reporting functions are also available.

Application description should cover the following :Application description should cover the following :

Critical aspects of the applicationCritical aspects of the application

Allocation of Distribution costs as per the ABC methodologyAllocation of Distribution costs as per the ABC methodology

Interface to source accounting applications using flat files exported from OCM by the userInterface to source accounting applications using flat files exported from OCM by the user

Impact on BusinessImpact on Business

Costs allocated more precisely than with other methods. ABC with OROS is part of the monthlyCosts allocated more precisely than with other methods. ABC with OROS is part of the monthly

bookclosing process.bookclosing process.

Interaction with other applicationsInteraction with other applications

GT/SAP data received from through flat files, then sent back to after ABC allocationGT/SAP data received from through flat files, then sent back to after ABC allocation

Same with non Globe accounting applications (NEfamily, etc.)Same with non Globe accounting applications (NEfamily, etc.)


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OCM Technical ArchitectureSystem Architecture Overview

CDC SQL

Server

CSC RDCAOA RDCAMS RDCEUR RDC

Non-GLOBE Markets GLOBE Markets

Web Farm

.NETNIKITA2

SNOW 2Non SNOW SNOW 2

File

Server

Reporting

Services


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OROS Technical ArchitectureSystem Architecture Overview

CSC RDCAOA RDCAMS RDCEUR RDC

Non-GLOBE Markets GLOBE Markets

SNOW 2Non SNOW SNOW 2

OROS

SNOASIS

OROS

File server

SNOASIS

OROS

File server

SNOASIS

OROS

File server


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Support Overview

RGRG

RGRGRGRG

GroupSD

LGOSD

RGRG

Globe Users

Tech FuncLGO

2nd Level Support

LGO

GroupSD

ITSM_WAN

GC Security team

ITSM_DBA

LGO NETWORK team

LGO DESKTOP team

ITSM_NETWORK_SERVICES

GC Desktop Support team

LGO IT team

3rd Level Support

GC_COMP-APPS_ABC

GC_COMP-APPS_ABC

GCC_COMP-APPS_ABC

GCC_COMP-APPS_ABC

MW & COMP APPS

Middleware

Middleware



Detailed Support Process

3RD

2ND

1ST

SDUsers Technical Support

Call

Create,Assign orEscalate

Assign

Functional Support

Functional support: Done by the Cost Management team at the Center

User Application logonissues: See slide 11 for more details.

User Application logon

User Application logon

BITS Client Issue

DB Issues

Application Services Issues

Network Issues

Network Issues:

Network connection orWebserver identification

SNOW2 Issues (settings IE,Acrobat, Excel Web Reporting)

SNOW2 Issues (settings IE,Acrobat, Excel Web Reporting)

Network Issues: Networkconnection or Webserver

identification

BITS Client Issues

The GC Security team

ITSM_NETWORK_SERVICES

GC Desktop Support teams

ITSM Operational Apps

MW & COMP APPS

ITSM_DBA

ITSM_WAN

LGO network team

LGO desktop team

LGO apps team

BITS Server Issues

Create,Assign orEscalate

Local & Global Interfaces Middleware

Global Interfaces Middleware

User Application Issue

GC_COMP-APPS_ABCApplication issues

GCC_COMP-APPS_ABC



Interfaces

Globe Markets

OCM receives 2 flat files from SAP and send back 1 with the result of the ABC

allocation

OROS receives about 30 flat files from SAP, and send back 2 with the resultof the ABC allocation

Non-Globe Markets

OCM receives 2 files from legacy accounting application, and send back 1with the result of the ABC allocation

OROS received about 30 files from legacy accounting application, and sendback one with the result of the ABC allocation



FAQ - Frequent Incidents

Question to ask

- Is the issue an OROS (distribution) or OCM (white-collar) one?- Is the issue an OROS (distribution) or OCM (white-collar) one?

- What is the issue?- What is the issue?

- Is it an application or SAP issue?- Is it an application or SAP issue?

- What dataset (OCM) or Model (OROS) are you working on when the issue arises?- What dataset (OCM) or Model (OROS) are you working on when the issue arises?

Which Time Period?Which Time Period?

- What are you doing precisely when the issue is happening (Steps, Print screen)- What are you doing precisely when the issue is happening (Steps, Print screen)

- What is the error message (print screen)- What is the error message (print screen)

- If you have an issue Importing or Exporting data, attach the file(s)- If you have an issue Importing or Exporting data, attach the file(s)

Frequent Incidents

OROS Troubleshooting (Vers. 1.0) -OROS Troubleshooting (Vers. 1.0) - http://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237bhttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237b

OCM Troubleshooting (Vers. 1.0) -OCM Troubleshooting (Vers. 1.0) - http://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239chttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239c

Always assign to Always assign to GC_COMP-APPS_ABCGC_COMP-APPS_ABC

Additional Info

ABC = Activity Based CostingABC = Activity Based Costing

BITS = Background Intelligent Transfer ServiceBITS = Background Intelligent Transfer Service
http://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237bhttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237bhttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239chttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239chttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239chttp://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237b



Priorities Definition Default technical priority : 3

Default functional priority : 3

P1 - condition for raising a P1 ticketcondition for raising a P1 ticket

Should not be raisedShould not be raised

P2 - condition for raising a P2 ticketcondition for raising a P2 ticket (please remind contact of availability required for P2)(please remind contact of availability required for P2)

Bookclosing period (every month form the 28 to the 12 of next monthBookclosing period (every month form the 28 to the 12 of next month andand

At least one Market (not country) impacted, preventing achieving the monthly bookclosing and noAt least one Market (not country) impacted, preventing achieving the monthly bookclosing and no

workaround available (Excel, uploading directly to Magnitude, etc.)workaround available (Excel, uploading directly to Magnitude, etc.)

No web connectivity, OCM application unstable, SQLServer database has stopped or is unstableNo web connectivity, OCM application unstable, SQLServer database has stopped or is unstable


The issue is preventing calculating or validating the model

Several users unable to connect, one of the web server down, BITS Services not available, Critical functional issues


The issue is not impacting the monthly bookclosing process or the validation of the model

Testing outside of bookclosing process, performance issues


Any other conditions



Incidents

Type of Incident and lines of SCIM to be used

Requests

Users managed by key users

Citrix server access requirement in the usual way

Incidents CategorizationSCIM

OROS

APP SERVICES

SERVER

BITS

INTERFACE

CITRIX

GLOBE BUSINESS SOLUTION

FC - PERFORM ACCOUNTING OPERATIONS

OCM

APP SERVICES

DATABASE

SERVER

BITS

INTERFACE

XUPLOAD

SSIS

GLOBE BUSINESS SOLUTION

FC - PERFORM ACCOUNTING OPERATIONS

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