HR Myth Busted: Cloud Applications Need Maintenance Too

Copyright NGA Human Resources. All rights reserved.
HR Myth Busted:
Cloud Applications Need Maintenance Too

Welcome and Introduction
Jonathan Hall
Global Lead, SuccessFactors
Practice, NGA Human Resources
Raul Camacho Martin
Director SuccessFactors Application
Services, NGA Human Resources

15 May 2013
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

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?
4

Beyond the Cloud... The Support & Management
Question?
The Support Challenges When Moving to the Cloud
What 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?

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
6

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.

Why Consider NGA Application Management Services
8
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 Experts
We 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 Experience
Our 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

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.
9

Application Management Services
10
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

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
11
Application Management Services Fixed Price / Contract

Application Maintenance
12
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

Release Management
13
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
13
13

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
Change
At
Your
Own
Pace
Time and Material
Pre-priced & Available
Included up to 4 hours/day
14

• Built to scale
• Tested to uphold SLA’s
• Leverage best practices across clients
• Managed for timeliness and accuracy
• Daily Monitoring
15
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

User Support
16
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

Security Management
17
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

Business Continuity Management
18
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

Benefits of NGA’s SuccessFactors AMS
19
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.

SFSF Release Management
20
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
20
20

• 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
21
(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.

SFSF Release Management Early Test Dates
22
With Early Test you can benefit from an additional 30 days
to test new features before the Production release date

SFSF Release Management Process by NGA
Stage 1
Preparation
Stage 2
Dev/Test
Implementation
Stage 3
Test & Fix
Stage 4
Alignment
Stage 5
Production
Implementation
23

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 R
Quarterly 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
24
(*) Refresh of test instance is considered a Change Request that may involve cost evaluation including integration setup, fix, scrambling, etc.

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
25
(*) Except those requiring additional partner services, cost evaluation, specific approval, or may negatively impact customer functionality

Looking for more information?
[recorded webinar]
HR Myth Busted:
Cloud Applications Need Maintenance Too
Replay the full webinar now:
http://resources.ngahr.com/cloud-applications-need-maintenance-too
[position paper]
The 5 Most Overlooked Elements
when Managing HR in the Cloud
Download the position paper
http://resources.ngahr.com/5-most-overlooked-elements-when-managing-hr-cloud
[data sheet ]
Application Management Services
for SuccessFactors
Download the data sheet
http://resources.ngahr.com/application-management-services-successfactors

HR Myth Busted: Cloud Applications Need Maintenance Too

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