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Leveraging Service Delivery Automation and Technology Innovation to ramp up business value and improve business usage through sustained support.

Today’s intensely competitive business arena places companies in a time of unprecedented transformation. The increasing pace of change in technology is reshaping business as we know it, and customers must gravitate to Service Delivery Automation and Technology Innovation, which acts as a catalyst and an enabler to ramp up business value.

Service Delivery Automation (SDA) utilizes IT technology to replace a series of human actions. SDA is the enterprise ability to complement legacy technologies with new automation technologies that minimize disruption and have more easily justifiable business cases.

Service Delivery Automation and innovation tends to achieve IT-enabled performance breakthroughs for the client, while also helping to improve the quality and effectiveness of services provided to client. All of this is accomplished by augmenting:

  • Accuracy
  • Efficiency
  • Delivery Schedule in support and enhancement projects (JIRA tickets and enhancement objects)

What can be done to accomplish these objectives?

At ennVee, we have significant experience in providing service delivery to our clients using large and complex ERP systems such as Oracle E-Business Suite and SAP. Over the years, we have fine-tuned our service delivery mechanism embracing the latest technological innovations to an extent where we have built a series of tools and accelerators for automating service delivery. The primary drivers for these automation tools are accuracy of delivery, repeatable perfection and quick turn-around time to resolve.

Listed below are some of ennVee's key tools and accelerators which differentiate our Service Delivery offering and add value to clients.

Custom Migration Tools

ERP Service Delivery involves code changes and assessing the impact of the same on the overall system. Hence, the custom code is migrated from one ERP instance to the other for unit testing, integration testing, user testing, deployment, etc. Our migration tools allows for seamless migration of code leading to high level of repetitiveness avoiding human errors and ensuring quicker availability of migrated code for testing and deployment. Thus, reducing the overall time to use the system with rectified custom code.

Custom Migration Tools facilitate the migration process in Oracle EBS to achieve higher quality, reduction of errors, agility, compliance, security, and business continuity. Manufacturers can realize significant gains from streamlining and automating code migrations of objects from one instance to another, while testing processes (Functional testing, SIT,UAT) and deployment to a Production instance with approval (Development instance, testing instance, QA instance, Production Instance).

The following objects could be captured to automate code migrations:

  • Database objects — Package, procedures, functions, Tables, Sequences, indexes, etc.
  • AOL objects — Concurrent program, values sets, Request set, lookups, Alerts, etc.
  • Other objects — Shell scripts, SQL Scripts, Oracle forms (6i & 10g), Reports (RDF & XML)

Automation tools for Oracle E-Business Suite R12.2 Upgrades

As a part of service delivery, we come across scenarios where the product encounters a defect or a bug. In such cases, we reach out to the product principles such as Oracle to provide the resolution. Oracle may release a patch which may lead to upgrading a functionality or module to the next point version. In such cases, the impact of such upgrade need to assessed on the associated custom objects. The objects may need a remediation before they work with the new standard functionality.

There are many code changes after Release 12.1.3. that affect any custom code that has been written. The challenge is determining what fixes to make and where they need to be made. Oracle does provide migration scripts for standard objects, but customers are still required to manually migrate all custom code.

Many available tools like are effective for assessing and testing the required changes, though they do not actually remediate or migrate to the latest instance. Our upgrade automation tool, ennABLE, provides for seamless assessment, remediation and testing of the code when upgrading to Oracle E-Business Suite R12.2. Additionally, if the client Oracle EBS version is older than the current one, we offer a detailed assessment to determine the extent of upgrade complexity and potential effort involved in remediating the required custom objects.

Benefits

  • End-to-end automation, lower costs, and shorter project timelines.
  • Helpful in verifying whether oracle functionality embedded in the recent Oracle patch will be available in the current EBS process, and to perform the appropriate retrofit activities.

Read This: Compelling reasons to upgrade to Oracle EBS R12.2

Knowledge Repository

Successful service delivery leads to effective utilization of the business systems by the users and this can only be achieved by having a robust knowledge repository. Such a repository not only leads to reduced resolution time for similar incidents, it also provides a high level of reusability for custom code changes. Invariably, it provides for a service delivery which meets the desired service levels agreed with the client.

At ennVee, our long years of service delivery experience have helped us build a solid repository of incident resolutions and re-usable components helping clients get an accurate, repetitive and quick service delivery turnaround.

An effective Knowledge Repository helps to achieve:

  • Improvement in project delivery (JIRA tickets, enhancements)
  • Accuracy and efficiency
  • Reusable Programming code
  • Generic solution
  • Centralized, Cloud-based access to objects through a Knowledge Repository built in Microsoft SharePoint.
    • Significantly reduces turnaround time. This affects Support project tickets (reported business issues), which are repetitive by nature.
      • Reductions in effort required for issue resolution and fixes
      • Helpful to meet support project SLA's (Service Level Agreements)
    • Expedited project delivery without sacrificing quality. This applies to enhancements and/or projects where reusable business programming logic could be used to fulfill the business requirement. This will increase productivity and ensure that projects can be delivered before schedule and without negatively impacting quality or value perceived by the customer.

Service Delivery Dashboard

Feedback is essential in improving service delivery. Our Service Delivery Dashboard ensures just that! Using simple, intuitive and open source analytic tools, we have built a framework for capturing transactional service delivery data and converting this data into a visually appealing and easy to assimilate dashboard.

The information covers strategic information for effective decision and operational information for efficient execution. Some of the key service delivery aspects such as incident trends, incidents by functional areas, SLA compliance, violation and penalties, RCA, SIP, service delivery performance, etc. are graphically depicted in the dashboard.

Client Support Ticket Dashboard

A client support ticket dashboard enables IT management to visualize operational and strategic, project-specific tasks. Visual representations of the JIRA ticket history (pie charts, bar charts, etc.) will address granular details like:

  • Issue/ticket status (Open, In-progress, Wait for functional input or doc, Waiting for migration, Deployed to Prod, or Closed)
  • Tickets reported byeachbusiness area
  • Response and resolution time
  • Resource allocation

Ticket dashboards are effective at determiningthe correct metrics to visualize ongoing ticket progress for a specific period with various dimensions like:

  • Resources
  • Modules (Business Area)
  • Response and resolution time

Enterprise IT management benefits from the ability to dive intodeep insights for strategic tasks like Service delivery improvement plans and SLA Violations.

Bottom Line

The modern enterprise keeps up with the pace of its competitors by leveraging Service Delivery Automation, so why aren't more companies adopting it?

Service Delivery Automation ensures quicker resolution of incidents more accurately. In turn, this leads to user satisfaction and improves the effectiveness and efficiency of the business systems. Ultimately, a robust business system provides accurate information in near real-time allowing organizations to be more competitive in the marketplace.

There has to be a more effective way to utilize Oracle EBS functionalities. ennVee offers Client Service Automation capabilities that compliment competitive growth objectives and achieve higher benefits realization. We continue to work with clients to streamline and optimize business processes, while reducing manual intervention for companies across industry verticals like manufacturing, logistics and transportation providers, financial services and banking institutions. Our partnership has helped to improve accuracy, efficiency, and delivery schedule for support and enhancement projects.

We want to hear about your manual pain points. Contact us and visit  http://www.ennvee.com/methodology.html to learn more about Service Delivery Automation.


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