hr myth busted: cloud applications need maintenance too
TRANSCRIPT
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HR Myth Busted: Cloud Applications Need Maintenance Too
Copyright NGA Human Resources. All rights reserved.
Welcome and Introduction
Jonathan HallGlobal Lead, SuccessFactors Practice, NGA Human Resources
Raul Camacho MartinDirector SuccessFactors Application Services, NGA Human Resources
Copyright NGA Human Resources. All rights reserved.
15 May 2013Copyright NGA Human Resources. All rights reserved.
Agenda
• Welcome and Introduction• The Changing Support Needs of Cloud Technology• AMS Customer Case Examples• NGA’s Cloud Service Model• SuccessFactors Release Management Process & AMS
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Scale• Global HR Technology, HR Outsourcing and HR
Consulting business with 46-years experience• c. 8,500 staff in 35 countries• US$800M+ annual turnover • A team of over 5,000+ focused on delivering Payroll,
Workforce Admin & Talent Outsourcing services• Supporting 145+ countries in 25 languages• 7 Strategic Outsourcing Delivery centres with a further 20
local delivery centres
Global reach
Over 25% of FORTUNE Global 500® companies• 12,000+ clients globally• 1,000+ Global HCM/Payroll projects delivered• 150+ multi-country HR, Workforce Admin & payroll
outsourcing clients
Our customers
• Dedicated Service Readiness & Operations Readiness Group experienced in SAP HCM and SuccessFactors
• Focus on HR System, HR Process & HR Operating Model design and implementation
• Build to Operate approach• Business Process optimization• Change Management and Operational transition
• 12 Year SAP HCM relationship with global BPO software license and Partner Edge agreements
• 525 SAP HR Consultants including 150 SuccessFactors• 40% of our SFSF implementations have included EC
HR Technology & HR Transformation
Why are NGA HR Qualified to Discuss Application Support?
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Beyond the Cloud... The Support & Management Question?
The Support Challenges When Moving to the CloudWhat changes need to happen in your application support strategy?
How do you integrate between multiple Saas technology providers?
Who is responsible for system integration integrity?
What process changes are required within your ERP landscape?
How do you manage cloud application updates and life cycles?
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Change Your ERP & Business Application Support Strategies
Recommendations in the ‘Postmodern ERP’ Landscape• Rebalance ERP/Business Application Skills and Resources• Adjust Enterprise Support to Gaps in the Vendors Model • Revise Business Based Change Approval to Include SaaS Factors• Expand and Adjust Internal Application Support Processes
• Testing and Quality Assurance• Incident and Escalation Management• Configuration and Customisation Management• Security Management• End User Support Network• Training Management
Source: 2015 Strategic Roadmap for Postmodern ERP, Gartner
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Real Life Case Study Examples of Support Challenges our Customers Face
“Customer requires health check of current SFSF landscape and
actively managed service to keep on top of
future new releases”
“Client request for a light touch AMS offering to assist with ongoing PM Form upgrades”
“Requirements for maintenance of a
payroll RDS connector, which was unexpectedly
affected by quarterly releases”
Complex project requiring a very flexible
AMS offering, as the client’s internal team ramp up their Cloud
Management knowledge and experience.
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Why Consider NGA Application Management Services
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Optimized Cost Efficiency Ratio
Optimize your total cost of ownership by reducing your time and energy spent on maintaining your HR application
Improved Employee Productivity
Free up some valuable internal resources to work on other business critical environments and increase the availability of your application
Saving on Valuable Time Thanks to our global coverage, we can manage HR-related legislation changes faster than anyone
Guaranteed Legislative Compliance
All legislation requirements in any supporting country in the world will be met. Your company will have an up-to-date application available to run your HR processes
Pool of ExpertsWe have a global pool of 2,000 skilled SAP® ERP HCM, SuccessFactors and other platform consultants. Close collaboration with our HR technology partners facilitates the sharing of recent information and intensive training programs. SAP® certifies NGA’s worldwide HCM service delivery network
HR & IT ExperienceOur technical expertise is complemented by HR functional, strategic and operational knowledge to ensure proper deployment from start to finish
Reduce Risk We ensure the integration of 3rd party technologies after a new release
Training We ensure the customer workforce is informed and trained on potential new features in SF
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Cloud Application Management Model
To maximize your investment in SuccessFactors, and to ensure that you can rely on a correct,
efficient and up-to-date HCM landscape at all times while reducing complexity and minimizing
business risk, NGA manages your SuccessFactors applications on your behalf and with you.
NGA SFSF AMS directly helps customer SMEs providing SuccessFactors administrators for their platform plus a simplified end user support landscape. NGA certified & skilled resources working as a global team, managing the key underlying SF modules and integration technologies, plus enabling SAP Support as a partner.
Allowing our customers to focus on processes and results and simplifying their landscape support needs.
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Level 1 Helpdes
k
Level 2 SME
Level 3 SFSF Admin
SAP Support
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Application Management Services
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Ongoing
Governance
Cloud Application Management
• EC Health-Check
• Opportunity & Planning Review
• Accelerated Upgrades
Cloud Advantage
Cloud Accelerators
Expansion
One Time
• My Cloud Advisor
• Cloud Advantage Forum
• Strategic Roadmap Review
• Business Driven Changes
• Account & Contract Management
• Monitors & Reports on Service Components Performance
• Application Maintenance
• Release Management
• Configuration Changes
• User Support
• Processing Support
• Integration & Performance Monitor
• Security Management
• Business Continuity Management
• Documentation Maintenance
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Ongoing – Cloud Application Management
Application Maintenance• Corrective, Adaptive & Preventive• All Configuration; Provisioning, XML,
Advanced Reporting Tools, Boomi, HCI• ITIL Processes Framework
User Support• Technical & operational support• Navigation support (where applicable)
Processing Support• Support and management of automated
processes• Execution of agreed mass data updates• Execution of agreed routine reports
Integration and Performance Monitor• Monitoring and troubleshooting data
mapping and 3rd party integration issues• Web performance monitoring and reporting
Release Management• Management, implementation and testing
of new releases and enhancements.• Refresh management• Yearly Road Map plan
Configuration Changes• Minor changes included (less 4 hours)• Catalogue of Change Requests• Ad-hoc Change Requests
Security Management• Management of application security• Role Based Permissions
Business Continuity Management• Continuity planning and disaster recovery
support in line with approved plans.
Documentation Maintenance• Technical & configuration document
updates
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Application Management Services Fixed Price / Contract
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Application Maintenance
NGA provides maintenance for your business processes and SFSF configuration including corrective, adaptive and preventive activities required to keep your implemented business scenarios working and aligned at all times.
You don’t need to have and train internal resources to maintain existing configurations on any underlying SFSF technologies.
Corrective, Adaptive and Preventive
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Release Management
Controlling the release
Every 3 months, SuccessFactors releases a new update of its HCM platform. NGA helps SuccessFactors customers in adopting new releases in the most efficient way, following a clear process including:
• Change enablement for SuccessFactors platform changes • Highlights and impact analysis for applicable new features and functionalities• Testing and adoption of the new selected functionalities• Customer specific configuration and integration testing
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Configuration Changes
NGA provides support for business process configuration and administrative maintenance including designing, developing, testing, and implementing custom configurations required to support business needs and process changes.
You don’t need to have and train internal resources to maintain, change or create new custom configurations, reports, recruiting sites, etc.
Process and Policy Changes
Minor Changes
Change Catalogue
Ad-hoc Changes
ChangeAt
Your Own Pace Time and
Material
Pre-priced & Available
Included up to 4 hours/day
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• Built to scale• Tested to uphold SLA’s• Leverage best practices across clients• Managed for timeliness and accuracy• Daily Monitoring
In support of the unique and sometimes complex nature of integrations, NGA maintains a staff of advanced certified integration consultants with the expertise to design, build and support the most complex integrations linking SuccessFactors BizX with Employee Central as well as other third-party systems and data sources.
NGA has invested in designing and building the best integrations, and we sign up to managing them continuously rather than handing them back to you to manage them.
Connect, integrate, monitor
Integration & Performance Monitor
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User Support
Ultimately, the success of your HR solution is in the hands of your SMEs and employees. If they don’t have the support they need, when they need it, they may abandon the solution.
By choosing NGA, Subject Matter Experts can focus of processes and results, while NGA SFSF AMS Team will fix and troubleshoot the application config on your behalf.
To ensure high employee satisfaction and broad adoption, many organizations augment their Helpdesk with a customized service which extends to their employee organization. Covering up to 24x7 support if need.
Forget troubleshooting
Level 1 Helpdes
k
Level 2 SME
Level 3 SFSF Admin
SAP Support
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Security Management
Ensure the quality and security of your SuccessFactors application and provide consistent service delivery to your HR department by relying on NGA’s expertise.
Control what users can do, and what population they can access.
NGA will manage workflow templates changes, maintain role based permissions, groups and post go-live data migrations on your behalf, according to your audit requirements.
Ensuring quality and consistency
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Business Continuity Management
Going beyond the security concept into business processes continuity, NGA helps you to support and manage during service disruptions, being part of your business continuity plan upon clear agreed terms and conditions.
NGA helps you to take the right decisions and implement those based on your Business Continuity Plan.
Stay Resilient & Ready for Contingency
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Benefits of NGA’s SuccessFactors AMS
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Tailored Services Providing tailored application maintenance, integration and/or release management services to meet individual company needs.
Enlarged in-house SF team
Employ a highly skilled SuccessFactors consultant with the competencies of your choice. Avoid the cost and time spent on hiring an extra employee, and focus on your core business.
Standardized Tools, Processes & Metrics
Use of qualitative methodologies & tools, globally standardized processes and proven SLAs, ensuring real-time monitoring, timely response and guaranteed service levels
In-house network of expertise
Our worldwide availability and large pool of SuccessFactors consultants enables us to access a trusted network of expertise and experience.
One Single Point of Contact
Managing all application maintenance and release management activities through one single vendor reduces risks and communication issues.
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SFSF Release Management
Controlling the release
Every 3 months, SuccessFactors releases a new update of its HCM platform. NGA helps SuccessFactors customers in adopting new releases in the most efficient way, following a clear process including:
• Change enablement for SuccessFactors platform changes • Highlights and impact analysis for applicable new features and functionalities• Testing and adoption of the new selected functionalities• Customer specific configuration and integration testing
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• Automatically deployed with the release• Includes key core updates and bug fixes• No longer possible to stay in previous
release
Universal Updates• Requires an administrator to manually fulfill
the required steps to activate.• Based in the existing Upgrade tools: Admin
Tools, Provisioning• Customizing or data model may be impacted.• SF support intervention required for some• Testing is always required
Optional Updates (Opt)
• Some optional features are installed by default at release but can or should be switched off to keep customer functionality
• These are optional updates included into the Universal Update, that can be rolled back.
Opt-Out• Need to make a decision on whether optional
enhancements are applied or not, and follow the required steps for implementation
• Reviewing the release information allows to propose & configure features to help achieve company’s business goals
Opt-In
SFSF Quarterly Releases - Update Categories
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(Opt) Optional Updates can be enabled and disabled only during the next 30 days of being available, after that period changes become permanent and no rollback of features is possible.
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SFSF Release Management Early Test Dates
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Q1
Febr
uary
5th
Mar
ch 4
th
Q2
May
6th
June
3rd
Q3
Augu
st 5
thSe
ptem
ber 9
th
Q4
Nove
mbe
r 4th
Dece
mbe
r 2nd
Early
Tes
tPr
oduc
tion
Early
Tes
tPr
oduc
tion
Early
Tes
t
Prod
uctio
n
Early
Tes
t
Prod
uctio
n
2016With Early Test you can benefit from an additional 30 days to test new features before the Production release date
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SFSF Release Management Process by NGA
Stage 1Preparation
Stage 2Dev/Test
ImplementationStage 3
Test & Fix
Stage 4Alignment
Stage 5Production
Implementation
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Stage 2
Stage 3
Stage 4
Stage 5
Stage 1
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Stages
1st Month
Weeks
2nd Month
Weeks
3rd Month
Weeks
4th Month
Weeks
5th Month
Weeks
6th Month
Weeks
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Preparation Q1 Q2
Dev/Tst Implementation T T
Test & Fix
Final Alignment
Prod Implementation P R R P R RQuarterly Process – 2 cycles in 6 months timeline view
• There’s a 4 weeks period for customer preparation and for testing• SFSF Release notes published 4 weeks before Dev/Test
• All Release updates start on Fridays as of 8PM DC local time• SAP Jam begins Thursday 9 PM PST before quarterly release• LMS starts on Friday at 7 PM PST
• Instance Refresh R can be scheduled between 2 cycles*
SFSF Release Management Process Timelines
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(*) Refresh of test instance is considered a Change Request that may involve cost evaluation including integration setup, fix, scrambling, etc.
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1 Customer passive involvement is recommended (email)
2 Customer active involvement is optional (calls)
3 Requires a SPOC to be defined on customer side for participation
4 NGA SF AS support will assign a coordinator to manage the process
5 NGA will make sure applicable mandatory updates are implemented*
6 NGA will make sure applicable recomended updates are implemented*
7 NGA will make sure applicable functionality enhancements are implemented*
8 NGA will make sure necessary Opt-outs are followed as needed*
SFSF Release Management Process – Policies
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(*) Except those requiring additional partner services, cost evaluation, specific approval, or may negatively impact customer functionality
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Looking for more information?
[recorded webinar]
HR Myth Busted: Cloud Applications Need Maintenance TooReplay the full webinar now: http://resources.ngahr.com/cloud-applications-need-maintenance-too
[position paper]
The 5 Most Overlooked Elementswhen Managing HR in the CloudDownload the position paperhttp://resources.ngahr.com/5-most-overlooked-elements-when-managing-hr-cloud
[data sheet ]
Application Management Servicesfor SuccessFactors
Download the data sheet http://resources.ngahr.com/application-management-services-successfactors