OPERATING MODEL OPERATING MODEL OVERVIEW Support process is

OPERATING MODEL

OPERATING MODEL OVERVIEW • Support process is based on ITIL for Power BI and Qlikview • SAP Support process deeply engrained into existing operations, it was decided it was best to not make any dramatic changes, but the flow has been integrated into the wider operating model

OLA AND SLA • Based on the ITIL framework and inline with ISG Operations • One single SLA is recommended for the business service ‘Reporting + Analytics’ • Each technical service should have it’s own OLA – SAP has different technical support requirements as an on-prem application, vs. SAAS O 365 Power BI (excluding Power BI Gateway service) – SAP OLA is signed and agreed, and a decision was made to not make changes until upgrade was going ahead Internal ISG Power BI OLA User Facing Reporting and Analytics SLA SAP BI Suite OLA If Qlikview is purchased then a OLA similar to Power BI, based on a ITIL framework is recommended, but it will require additional on-prem details

Users engaging with IT • Users can currently request assistance from ISG through a number of access points; Helpline phoneline, Helpline email, Service Management email, and Webforms • Some College support desks have prior agreements to log tickets for SAP directly to Service Management or Production • In order to provide a seamless integrated support journey it is recommended that Uni. Desk Webforms are utilised , where users can go directly from Help pages to logging a ticket

Support Process – Web Forms • Reporting and Analytics Web Forms are being initially piloted with Power BI • Pilot scheme will include 1 generic form, with the plans to create query specific forms as themes and trends are identified • All forms will be access via the Ed. Web pages, encouraging users to 'Shif Left' and check help documentation before submitting tickets

Support/Incident Model (Simplified) for Qlikview and Power BI IS Helpdesk O 365 Support Process IT Issues 2 nd Line (SM) Infra Issues Prod Mngmt Tool Issues SOM (SM) Application / code issue Vendor Process is based on the ITIL Incident Framework

Support Process for SAP • Following an analysis of the SAPoperating model it was decided that it was deeply ingrained into business operations and should not under go any major changes. • It is recommended the SLA and OLA documentation is reviewed following the SAP 4. 2 SP 5 release (Timing TBC) • BI Suite Call Routing: https: //www. wiki. ed. ac. uk/display/insite/BI+Suite+Call+Routing • BI Suite Wiki for Support: https: //www. wiki. ed. ac. uk/display/insite/BI+Suite+Service+Pages

How will changes be managed? • Mailing list – Self sign up • Formal RFC process • Defined test window, all other testing or known service disruptions will be communicated*

BENEFITS OF A CENTRALISED SERVICE • • • Application support Gateway Formal service enhancement plans Roadmaps Best Practices Service Manager Formal ticketing Help pages Update monitoring