ATTACHMENT C - Requirements and RASCI Matrix UPDATED 12.01.25.xlsx
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- Attached to
- ERP Production Support RFP
- Solicitation number
- 26-448DOIT-INFOT-B-53319
- Issued by
- Illinois
About this file
This document is an Attachment C to a State of Illinois contract opportunity establishing requirements and a RASCI (Responsible, Accountable, Supportive, Consulted, Informed) matrix for Maintenance and Operations (M&O) services related to the state's Enterprise Resource Planning (ERP) system. The contract encompasses comprehensive application maintenance and support services across multiple SAP modules including SAP ECC, SAP SRM, SAP SuccessFactors, and HANA analytics, along with infrastructure management, incident management, change management, application testing, and reporting services. The services cover the full spectrum of ERP operations including post-resolution monitoring, subject matter expertise, incident and change request management, data management, access administration, disaster recovery support, release management, and system performance monitoring. The RASCI matrix delineates specific responsibilities across twelve resource areas (Administration, Security, SAP ECC Functional, SAP SRM Functional, SAP SuccessFactors Functional, Database Administrator, SAP Development, Infrastructure, SAP Basis, SAP Process Integration, SAP HANA, and BI/SF Reporting) for approximately 350 distinct service activities and requirements.
The contract includes defined Service Level Requirements (SLRs) with specific performance targets and financial penalties for non-compliance. Availability requirements mandate 99.99% uptime for the production environment with monthly credits of 5% of M&O fees per 0.25% below target. Performance standards require average transaction response times not to exceed three seconds (with 5% monthly credits per second over target) and 95% of transactions completing within three seconds. Disaster recovery objectives establish a maximum Recovery Time Objective (RTO) of four hours and near-real-time Recovery Point Objective (RPO), with 2.5% monthly credits for each 30-minute block exceeding the target. Critical and high-severity incident resolution targets require 95% of incidents to be fixed within eight hours for critical issues and 24 hours for high-severity issues, with response times as fast as 15 minutes (automated acknowledgment) to one hour for first contact, operating on a 24/7 basis with hourly status updates for critical incidents. The contract also defines incident severity classifications based on urgency (extensive/widespread to minor/localized), business impact (significant to localized), and affected user populations (state-wide to single user).
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Mandatory Services_RASCI Matrix
| Note1: Service Activities in which multiple Resource Areas are denoted with A (Accountable) will depend on which resource area the action is required | ||
| Note2: Resource Areas which remain blank may require resources to provide S (Supportive) or C (Consulted) responsibility dependent on the action required | RASCI Legend: |
R - Responsible: The team member(s) who perform the task or activity.
A - Accountable: The single individual ultimately responsible for the task's successful completion and who provides approval. The "buck stops here" with this person.
S - Supportive: The individual(s) who provide resources, assistance, or help to the Responsible person to complete the task.
C - Consulted: The individual(s) who provide input and collaborate on the task, with whom there is two-way communication.
I - Informed: The individual(s) who are kept up-to-date on the progress and decisions related to the task, with whom there is one-way communication.
| M&O Vendor by Resource Area | ||||||||||||||
| Services Domain | SubCategory under Services Domain | Requirement Description | Administration | Security | SAP ECC Functional | SAP SRM Functional | SAP SF Functional | Database Administrator | SAP Development | Infrastructure | SAP Basis | SAP Process Integration | SAP HANA BI | SF Reporting |
| Application Maintenance and Support | Monitoring | Perform Post - Resolution Monitoring - Conducts system performance checks and ensures no underlying errors affect system stability. | R,A | R,A | ||||||||||
| Application Maintenance and Support | Monitoring | Post - Resolution Monitoring - Monitors user activity to ensure no recurrence of issues, adjusting configuration as needed | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Application Maintenance and Support | Subject Matter Expertise | Offers advanced training to DoIT team for handling new functionalities and complex technical issues. Perform demos as needed. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||
| Administration | Service Delivery Management | Special Requests from State (in alignment with Contract) | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Administration | Service Delivery Management | Assign and Manage Incidents in Service Now; administer status and disposition of ticket for in-scope applications | R,A | |||||||||||
| Administration | Service Delivery Management | Ensure Root Cause Analysis is completed for High/Critical incidents | R,A | |||||||||||
| Administration | Service Delivery Management | Manage and Assign Change Requests | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Meeting Coordination and Participation | Meeting Expectations | Connect with SAP (or other application vendors, as needed) for open OSS notes and working sessions to troubleshoot, and solve system application defects. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Administration | Service Delivery Management | Drive Problem Management and Value Enhancement opportunities | R,A | C | C | C | C | C | C | C | C | C | C | C |
| Administration | Service Delivery Management | Ensure all M&O staff are aware of State/ERP procedures, processes, and standards and are following them | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain regular and consistent communication with State of IL Program management and staff | R,A | R | R | R | R | R | R | R | R | R | R | R |
| Administration | Service Delivery Management | Coordinate and execute invoicing for professional fees and expenses on a regular basis | R,A | |||||||||||
| Administration | Service Delivery Management | Coordinate service delivery issues and risks | R,A | |||||||||||
| Administration | Service Delivery Management | Evaluate alignment with performance targets and plan remediation efforts if any | R,A | |||||||||||
| Administration | Service Delivery Management | M&O staff are familiar with who their State counterparts are and provide consistent collaboration | S | R | R | R | R | R | R | R | R | R | R | R |
| Administration | Service Delivery Management | Maintain strong internal knowledge transition materials and processes for new staff | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain a central point of contact to State of Illinois for application - related services | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain and provide performance statistics for regular meetings and reporting | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain and report on status, root cause analysis and solution development to ERP Program management | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain and report status of minor enhancement requests evaluation, prioritization, approval, development, testing, and deployment | R,A | |||||||||||
| Administration | Service Delivery Management | Maintain resource schedule and contact list for M&O resources | R,A | |||||||||||
| Administration | Service Delivery Management | Provide contact who will coordinate all Onboarding/Offboarding of M&O team members and maintain list of their access requirements | R,A | |||||||||||
| Administration | Service Delivery Management | Plan, coordinate and execute Services like Incident Management, Change Request Management, and Release Management | R,A | |||||||||||
| Administration | Service Delivery Management | Provide Oversight of Functional and Technical M&O Team Members | R,A | |||||||||||
| Administration | Service Delivery Management | Ensure all M&O members are trained on State of IL design referencing training materials and production support scripts (as applicable) | R,A | |||||||||||
| Application Enhancement | Upgrades and Patches | Actively participate in all impact analysis sessions for upgrades and patches | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R | R,A | R,A | R,A | R,A |
| Application Enhancement | State Initiated Changes | Approve Emergency Releases | R,A | |||||||||||
| Application Enhancement | State Initiated Changes | Participate in Change Control Process, and as part of LOE analysis for all Change Requests, conduct assessment of documented requirements from the following perspectives: functional, security and technical alignment with architecture, complexity, risk, cross-module impact, and level of effort to implement. | A | R | R | R | R | R | R | R | R | R | R | R |
| Application Enhancement | State Initiated Changes | Evaluate and prioritize change requests based on capacity | R,A | A | A | A | A | A | A | A | A | A | A | A |
| Artifact Management | Formal Documentation | For changes made via Incident or Change Request for Application Enhancement activities, create/update program artifacts to ensure documentation reflects the current design. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Artifact Management | Operations Runbook | Develop Runbook and maintain procedures to reflect current state | R,A | |||||||||||
| Artifact Management | Training Materials | Assist ERP staff with maintaining and updating policies, procedures and training materials. | R | R | R | R | R | R | R | R | R | R | R | R |
| Application Enhancement | State Initiated Changes | Engages in custom ABAP development for new features, reports, and enhancements. | C | C | R,A | |||||||||
| Application Enhancement | State Initiated Changes | Execute basic configuration changes and business requests that do not require complex technical changes. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Application Enhancement | State Initiated Changes | Implements advanced business logic, custom workflows, screen layouts, and integration of external data sources. | R,A | R,A | R,A | R,A | C | C | C | C | R,A | |||
| Application Enhancement | State Initiated Changes | Implements custom developments (e.g., reports, custom workflows, screen layouts, advanced business logic). | R,A | C | C | C | R,A | R,A | R,A | R,A | C | |||
| Application Enhancement | State Initiated Changes | Interface Devlopment Mapping, Configuration | C | C | C | C | R,A | C | ||||||
| Application Enhancement | State Initiated Changes | Manages creation of custom tables and integrations for custom functionalities. | C | R,A | R,A | R,A | R,A | R,A | C | C | ||||
| Application Enhancement | State Initiated Changes / Upgrades and Patches | Responsible for performing validation after a change is applied to production | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Enhancement | State Initiated Changes | System Enhancements - Designs, develops, and tests custom solutions, such as reports, data validations, or automated workflows. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||
| Application Enhancement | State Initiated Changes | Update data dictionary file for all HANA views with relevant changes | R,A | R,A | R,A | R,A | R,A | |||||||
| Application Enhancement | State Initiated Changes / Upgrades and Patches | Work with state team members to ensure completeness of Requirements included in all Change Requests | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||||
| Application Enhancement | State Initiated Changes | Works on complex integrations with external systems and performs system reconfigurations if necessary. | R,A | R,A | R,A | R,A | C | C | R,A | R,A | R,A | |||
| Application Enhancement | State Initiated Changes / Upgrades and Patches | Technical Document Development/Updates | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Application Enhancement | State Initiated Changes | Ensures custom developments remain compatible with new SAP releases. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Application Enhancement | Upgrades and Patches | Apply database software updates (e.g., service packages and updates, upgrades, vulnerability fixes etc.) | S | R,A | C | R,A | ||||||||
| Application Enhancement | Upgrades and Patches | Apply OS software patches, vulnerability fixes, updates and upgrades | S | R,A | S | |||||||||
| Application Enhancement | Upgrades and Patches | Apply SAP software updates (etc. support packages, vulnerabilities, kernel updates and upgrades, etc.) | S | S | R,A | |||||||||
| Application Enhancement | Upgrades and Patches | Creation of test scripts for Semi Annual Vendor Release | C | R,A | C | R,A | R,A | R,A | ||||||
| Application Testing | Upgrades and Patches | Responsible for accessibility testing | R,A | S | S | |||||||||
| Application Enhancement | Upgrades and Patches | Validate production patch changes post deployment | R,A | R,A | R,A | R,A | S | S | R | R,A | R,A | R,A | ||
| Application Enhancement | Upgrades and Patches | Prepare presentations on the updated features and schedule time with State to go through the feature list including accessibility | R,A | R,A | ||||||||||
| Application Enhancement | Upgrades and Patches | Work with NS2 & SAP in receiving the updated feature list | R,A | R,A | ||||||||||
| Application Maintenance and Support | Access Management | Coordinate with M&O HCM-SuccessFactors functional team to execute email updates through file-based imports | A | R | ||||||||||
| Application Maintenance and Support | Access Management | Coordinate with M&O HCM-SuccessFactors functional team to manually provision access in groups | A | R | ||||||||||
| Application Maintenance and Support | Access Management | Coordinate with M&O HCM-SuccessFactors functional team when creating workflow/groups in SF system that align with SAP-GRC request | A | R | ||||||||||
| Application Maintenance and Support | Access Management | Manage all SAP OSS access administration | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Manage creation/distribution of all test ID's | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Manually generate SAP IDs for (1) state employees at agencies not using SuccessFactors and (2) non state employees need access to ERP Finance and SF (until integration with Identity and Access Management System is completed) | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Manually maintain SAP ID mapping to Okta profile (until integration with Identity and Access Management System is completed) | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Perform User Master Creation/Maintenance & Password Reset in lower environments (including portals) | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Perform daily reconciliations between Okta and SuccessFactors to identify new users and ensure SAP ID is populated in Okta and SF has the correct email address. | R,A | |||||||||||
| Application Maintenance and Support | Access Management | Submit Firefighter Requests using SAP GRC to get access to make changes in production | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||
| Application Maintenance and Support | Data Management | Architect, design and ensures data integrity solutions for foundational objects and cross-module consistency | R,A | S | ||||||||||
| Application Maintenance and Support | Data Management | Ensures data integrity for master data, and cross-module consistency. | R,A | R,A | S | R,A | ||||||||
| Application Maintenance and Support | Data Management | Maintain and Provide Initial Data templates & Sample Data | R,A | R,A | R,A | S | ||||||||
| Application Maintenance and Support | Data Management | Maintain and Update Master Data | C,I | C,I | C,I | S | ||||||||
| Application Maintenance and Support | Data Management | Architect, design and manages data mapping, error handling, and validation for internal and external integrations. | S | S | S | S | R,A | |||||||
| Application Maintenance and Support | Data Management | Modify/Update Data templates (as needed) | R,A | R,A | R,A | S | ||||||||
| Application Maintenance and Support | Data Management | Oversees any table or data archiving. | S | R,A | R,A | R,A | S | R,A | ||||||
| Application Maintenance and Support | Data Management | Prepare Employee Master Data Mass Upload File | C,I | C,I | C,I | S | ||||||||
| Application Maintenance and Support | Data Management | Prepare Foundation Object Data File | C,I | S | ||||||||||
| Application Maintenance and Support | Data Management | Validate & Load Foundation Object Data | R,A | S | ||||||||||
| Application Maintenance and Support | Data Management | Validate & Load Master Data Mass Upload Files | C,I | C,I | S | |||||||||
| Application Maintenance and Support | Incident Management | Analysis/Troubleshoot/Resolution of incidents and collaborate with other teams as necessary | R,A | R,A | R,A | R,A | R,A | R,C | R,C | R,C | R,A | R,A | R,A | R,A |
| Application Maintenance and Support | Incident Management | Triage and assign incidents | R,A | S | S | S | S | S | S | S | S | S | S | S |
| Application Maintenance and Support | Incident Management | Assist End users on Audit reporting | R,A | R,A | R,A | R,A | S | S | S | S | S | S | S | |
| Application Maintenance and Support | Incident Management | Assist SFEs and End Users on Adhoc user reporting or enhancing knowledge on creation/modification of Webi reports | R,A | R,A | R,A | R,A | R,A | |||||||
| Application Maintenance and Support | Incident Management | Assist with End User Knowledge Gaps | R | R | R | R | R | R | R | R | ||||
| Application Maintenance and Support | Incident Management | Provide support maintaining RPA Bots | S | R,A | R,A | R,A | C | R,A | C | R,A | C | |||
| Application Maintenance and Support | Incident Management | Perform Business Integration Technical Testing | R,A | R,A | R,A | R,A | R,A | S | R,A | R,A | R,A | |||
| Application Maintenance and Support | Incident Management | Conduct Root Cause Analysis and document for High and Critical Incidents | A | R | R | R | R | R | R | R | R | R | R | R |
| Application Maintenance and Support | Incident Management | Conduct working sessions with agencies/user to complete recommended resolution steps for raised incident. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||||
| Application Maintenance and Support | Incident Management | Configures, maintains, and troubleshoots external system integrations | S | R,A | R,A | R,A | S | R,A | R,A | R,A | R,A | |||
| Application Maintenance and Support | Incident Management | Coordinate with third-party vendors for resolution of incidents for in-scope applications | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Application Maintenance and Support | Incident Management | Debugging and troubleshooting for various kind of incidents | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R.A | |||
| Application Maintenance and Support | Incident Management | Design, test, and deploy interim ("work around") resolutions | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Incident Management | Execute escalation process as required to facilitate issue resolution | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | For OSS cases, coordinate with SAP and/or NS2 to analyze & resolve complex issues in system | R,A | R,A | R,A | R,A | R,A | R,A | S | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Incident Management | Identify Incident Management Handling Process and track issue resolution | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | Incident creation for Interface run failures. | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | Incident sanity checks, working with team on Incident updates and Service Level Requirement(s) adherence | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | Interface testing | S | R,A | R,A | R,A | S | S | S | S | R,A | R,A | ||
| Application Maintenance and Support | Incident Management | Maintain Incident Status in State ticketing System | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Incident Management | Manage Incidents assigned to ERP (Security, Finance, HCM, HANA, etc) | I | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Application Maintenance and Support | Incident Management | Manage tasks (SCTASK*) assigned to ERP (i.e Security) . | I | R,A | ||||||||||
| Application Maintenance and Support | Incident Management | Provides immediate support for user issues meeting Service Level Requirements and Performance Definitions | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Incident Management | Troubleshoot errors and provide assistance for bulk data uploads into Production | R,A | R,A | R,A | |||||||||
| Application Maintenance and Support | Incident Management | Research and resolve complex SAP ID isssues | R,A | S | ||||||||||
| Application Maintenance and Support | Incident Management | Resolves common issues like transaction mismatches and provides immediate assistance to users. | R,A | R,A | R,A | R,A | ||||||||
| Application Maintenance and Support | Incident Management | Resolves complex data migrations, consistency errors, or mapping issues between systems. | R,A | R,A | R,A | C | C | C | R,A | R,A | ||||
| Application Maintenance and Support | Incident Management | Resolves runtime errors and custom program failures causing process issues. | S | R,A | S | R,A | R,A | R,A | R,A | |||||
| Application Maintenance and Support | Incident Management | Resolves technical errors or complex system issues, such as ABAP errors or payment run failures. | R,A | R,A | R,A | S | R,A | R,A | R,A | |||||
| Application Maintenance and Support | Incident Management | Resolves technical issues related to custom code, system performance issues, etc. | R,A | R,A | R,A | S | R,A | R,A | R,A | |||||
| Application Maintenance and Support | Incident Management | Submit and manage OSS incidents as needed and coordinate with various stakeholders to resolution | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||||
| Application Maintenance and Support | Incident Management | Troubleshoot and resolve Infrastructure system issues | S | R,A | R,A | R,A | ||||||||
| Application Maintenance and Support | Incident Management | Troubleshoot and resolve operating system issues | S | S | R,A | S | ||||||||
| Application Maintenance and Support | Incident Management | Troubleshoot and resolve system/site printing issues | S | S | S | S | R,A | |||||||
| Application Maintenance and Support | Incident Management | Troubleshoot and fix Defects | R,A | R,A | R,A | R,A | S | S | R,A | R,A | R,A | R.A | ||
| Application Maintenance and Support | Incident Management | Troubleshoots interface errors, such as failed transmissions, data mismatches, or system errors | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||||
| Application Maintenance and Support | Incident Management | Troubleshoots user data issues | S | R,A | R,A | R,A | S | |||||||
| Application Maintenance and Support | Incident Management | Uses debugging tools to resolve system errors, including custom program bugs. | S | R,A | S | R,A | R,A | |||||||
| Meeting Coordination and Participation | Meeting Expectations | Connect with State ERP members to address status of on-going activties and/or pain points | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Meeting Coordination and Participation | Meeting Expectations | Schedule and facilitate weekly meeting to discuss operations, open and in-progress issues, known risks and adhoc topcis as may be requried to deliver M&O Services | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor RPA Bot email activity | R,A | R,A | R,A | R,A | R,A | |||||||
| Application Maintenance and Support | Monitoring | Bottleneck monitoring | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Daily reporting of interface processing in production. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Distribute batch job failure communication to State/Agency as applicable and resolving the same. | R,A | R,A | R,A | |||||||||
| Application Maintenance and Support | Monitoring | Distribute daily interface failure error communication to State/Agency as applicable and resolving the same. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | IDOC Monitoring. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Inform functional teams concerned for message, IDOC, slg1 failures over email. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor data loads from different systems | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitoring of IC jobs. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitoring of Iflows, | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitoring scheduled runs including interfaces, data transformation, HANA BI etc. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitors routine interface jobs, triggers re-runs or manual runs for data loads, payment runs, or error correction. | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor space being used and free up space as needed | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor SLG1 Logs | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor and validate monthly report dispatch (via scheduler) to different agencies | R,A | R,A | R,A | R,A | R,A | |||||||
| Application Maintenance and Support | Monitoring | Monitor and capture application-specific production system metrics generated by monitoring tools | R,A | |||||||||||
| Application Testing | Defects and Changes/Enhancements - Functional/Technical/Security | Conduct and Document Configuration Updates in Development/Quality/Production | R,A | R,A | R,A | R,A | C | R,A | C | R,A | R,A | R,A | ||
| Application Maintenance and Support | Incident Management | Obtain Approvals and Conduct Data Loads in Q1, P1 | R,A | R,A | ||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Define, maintain, and revise (as necessary and approved) production schedules for State of Illinois applications in line with broader Client production schedule | R,A | R,A | R,A | R,A | ||||||||
| Application Testing | Defects and Changes/Enhancements - Functional/Technical/Security | Obtain Approvals and Conduct Foundation Object Loads in Q1/P1 | R,A | S | S | |||||||||
| Application Maintenance and Support | Monitoring | Maintain application monitoring tools for the in-scope applications | C,I | C,I | ||||||||||
| Application Maintenance and Support | Subject Matter Expertise | Perform Proof of Concepts as needed | R,A | R,A | R,A | R,A | R,A | R,A | S | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Release Management | Apply transports and migrate configuration and code changes | R,A | R,A | R,A | R,A | R,A | |||||||
| Application Maintenance and Support | Release Management | Create defects in State system for bug fix /Change request. | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Release Management | Manage Release Management Process and related systems to track defect testing and approvals | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Manage and monitor transport management system | R,A | |||||||||||
| Application Enhancement | Upgrades and Patches | Perform Assessment of Semi-Annual Release and Prepare Documentation noting applicable change criteria | R,A | R,A | ||||||||||
| Application Maintenance and Support | Monitoring | Daily Report for Interface processing. | R,A | |||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare, Maintain, Distribute,& Present Weekly Reports (Centralized Release Management Report) | R,A | R | ||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Perform impact analysis of change requests/defects/incidents | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare, Maintain, & Distribute Daily Reports (Incident Backlog) | R,A | |||||||||||
| Reporting and Deliverables | Program Deliverables | Prepare, Maintain, & Distribute Monthly Reports (Operation Activity, Updates, Metrics, and Service Level Statistics) | R,A | |||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare, Maintain, Distribute, & Present Weekly Reports (Operation Activity, Updates, Metrics, and Service Level Statistics) | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Administer Firefighter Access for ERP in-scope modules | R,A | |||||||||||
| Application Maintenance and Support | Monitoring | Monitor Firefighter Access compliance with ERP Program policies | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Administration and support of GRC Process Control Continuous Control Monitoring, includes Job Scheduling and Execution | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Administration and support of GRC Process Control Design Assessment Survey | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Administration and support of GRC Process Control Manual Controls Performance - quarterly | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Coordinate Annual Control Design Assessments (CDA) Survey | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Execute SuccessFactor Firefighter proxy assignments for authorized users | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | GRC Admin tasks for Emergency Access Management | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | GRC Admin tasks for Role Maintenance | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | GRC Ruleset Maintenance - Finance and HCM | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Manage HANA Firefighter audit logs retrieval and mapping with Firefighter requests. | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Manage SuccessFactors Firefighter audit logs retrieval and mapping with Firefighter requests. | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Manage, execute and support semi-annual SOD and UAR Recertification | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Perform year end role mitigation and Steady State ID Extension | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Review & Process GRC Access Requests routed to Security Queue (requests needing manual intervention, failed requests, etc.) | R,A | |||||||||||
| Application Maintenance and Support | SAP GRC Administration | Segregation of Duties (SOD) controls maintenance (create new controls, change control monitors, etc) | R,A | |||||||||||
| Application Maintenance and Support | Stakeholder Relationship Management | Liase and work closely with all Program Stakeholders as needed | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Application Maintenance and Support | Stakeholder Relationship Management | Provide expertise to DOIT Okta and SailPoint teams on connectivity design/support as needed | R,A | |||||||||||
| Application Testing | Testing Administration | Develop and update test scripts for Development and Quality Testing | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Incident Management | Handles basic configuration changes and business requests that do not require complex technical changes. | R,A | R,A | R,A | R,A | S | S | R,A | R,A | ||||
| Application Maintenance and Support | Incident Management | Perform Workflow Updates | S | R,A | R,A | R,A | ||||||||
| Application Maintenance and Support | Incident Management | Table Updates | R,A | R,A | R,A | |||||||||
| Application Testing | Testing Administration | Conduct and document testing as described in the Application Testing section | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Testing | Defects and Changes/Enhancements - Functional/Technical/Security | Conduct Peer Review for Development Environment Tests | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||
| Application Testing | Defects and Changes/Enhancements - Functional/Technical/Security | Obtain Peer Approval for Development Environment Tests Documented | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Application Testing | Regression Testing | Assisting/Helping functional team while regression test in case of any issues identified | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Application Testing | Smoke Testing | Conduct and Document Monthly Smoke testing as described in Application testing section | R,A | R,A | R,A | R,A | S | S | R,A | R,A | R,A | S | ||
| Application Testing | Regression Testing | Conduct and Document Regression Testing as described in Application Testing section | R,A | R,A | R,A | R,A | S | S | R,A | R,A | R,A | R,A | ||
| Application Testing | Testing Administration | Ensure testing processes and systems to track documentation and defects are aligned to methodology set forth by ERP Program | R,A | S | S | S | S | S | S | S | S | S | S | S |
| Application Testing | Testing Administration | Oversight and management of Move IT File Transfer Software during application testing | R,A | R,A | R,A | |||||||||
| Application Testing | Smoke Testing | Perform smoke testing after environment refreshes as described in Application Testing section | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||
| Application Testing | Patches and Upgrades | Conduct and Document Finance Monthly Maintenance and Patch Update tests as described in the Application Testing section | R,A | R,A | R,A | R,A | R,A | S | R,A | R,A | R,A | |||
| Application Testing | Patches and Upgrades | Analyze, Identify Impact, Conduct, and Document SuccessFactors Semi Annual Release tests as described in the Application Testing section | R,A | R,A | S | S | R,A | R,A | R,A | |||||
| Infrastructure Management | Network Management | Monitor system logs for error and warnings and take action as needed | R,A | R,A | ||||||||||
| Infrastructure Management | Network Management | Monitor communication channels (RFC, ICM, Message server, IPSec tunnels, interfaces, SDA etc.) | A | A | ||||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Monitor CPU and Memory utilization | R,A | R,A | ||||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Monitor file system usage | R,A | R,A | ||||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Monitor spool system for errors | R,A | |||||||||||
| Infrastructure Management | Network Management | Setup and test site printers/printer definitions | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Ad hoc File Uploads and downloads | C | R,A | ||||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Monitor and respons to alerts for infrastructure components of the in-scope applications | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management | Architect, design, implement, schedule and execute batch processing upon prior approval from State | R,A | |||||||||||
| Infrastructure Management | Application Management | Access creation for Redwood, SOLMAN (Solution Manager), BODS, Uperform and WTS jump servers | R,A | |||||||||||
| Infrastructure Management | Application Management | Addon installation | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Application administration and troubleshooting | R,A | |||||||||||
| Infrastructure Management | Application Management | Monitor Application background jobs | R,A | |||||||||||
| Infrastructure Management | Application Management | Application Monitor system logs for error and warnings | R,A | |||||||||||
| Infrastructure Management | Application Management | Application System alert software setup, definitions and management | R,A | |||||||||||
| Infrastructure Management | Application Management | Applies system patches and bug fixes, collaborating with the IL SAP team for critical system updates. | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Architect, configure and rollout solutions with GUI Installs/Updates | R,A | |||||||||||
| Infrastructure Management | Application Management | Assist with HANA studio issues/ Updates | R,A | R,A | R | |||||||||
| Infrastructure Management | Application Management | Batch job administration and management in all production systems (per documented processes and business cases) | C | R,A | ||||||||||
| Application Maintenance and Support | Monitoring | Monitor batch jobs for all production systems | C | R,A | ||||||||||
| Infrastructure Management | Application Management | BOBJ report/ Universe promotion management | R,A | R,A | A | |||||||||
| Infrastructure Management | Application Management | BOBJ server management | R | R,A | A | |||||||||
| Infrastructure Management | Application Management | BODS report management | R | R,A | A | |||||||||
| Infrastructure Management | Application Management / Server/Virtual Machine(VM) Management | Monitor Certificates | R,A | |||||||||||
| Infrastructure Management | Application Management / Server/Virtual Machine(VM) Management | Perform Certificate updates | R,A | |||||||||||
| Infrastructure Management | Storage/Database Management / Application Management | Collaborate with ERP Program team on DB/Application/OS issues | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management | Compiling new GUI packages | R,A | |||||||||||
| Infrastructure Management | Storage/Database Management / Application Management | Conduct System Refreshes | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Storage/Database Management / Application Management | Architect, design, rollout and provide support for Production and Non-Production Instance/Environments and Refreshes | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A |
| Infrastructure Management | Storage/Database Management | Provide Database Management (DBA) support that includes (but not limited too) database architecture, management, solution rollout and support activities | R,A | R | ||||||||||
| Application Testing | Disaster Recovery | Responsible for disaster recovery testing on an annual basis | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |
| Infrastructure Management | Application Management | Document software versions and end of support dates | R,A | |||||||||||
| Infrastructure Management | Application Management | EWA (Early Watch Alert) analysis | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | File system Analysis, cleanup, and maintenance. | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | HPQC APP Maintenance | R,A | |||||||||||
| Infrastructure Management | Application Management | Implement SAP Notes | R,A | R,A | C | R,A | R,A | R,A | ||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Infrastructure System alert definitions | I | I | R.A | I | I | I | ||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Infra. System alert software setup and management | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management | Interface Channel Job Schedulers | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Architect, design and rollout Interface Folder creation | R,A | R | ||||||||||
| Infrastructure Management | Application Management | Manage short dumps | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Management and implementation of enhancement packs | R | R | I | R,A | R | R | ||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Manages error logs, data validation, and system migrations for large-scale updates/upgrades. | R,A | R | R | R,A | R | R | ||||||
| Infrastructure Management | Application Management | Master Job Tracker Maintenance | I | I | I | I | I | I | I | R,A | I | I | ||
| Infrastructure Management | Storage/Database Management / Application Management | Monitor abnormal program failures | R,A | |||||||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Monitor and tune system and application performance | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Monitor and update failures | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Monitor for performance issues and bottlenecks in application code | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Storage/Database Management / Application Management | Monitor lock entries | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Storage/Database Management / Application Management | Architect, design, rollout and perform server / VM environment solutions which would include items like :N+1 sync, clustering of VM's and applications, etc. | R,A | R,A | ||||||||||
| Infrastructure Management | Network Management / Application Management / Server/Virtual Machine (VM) Management | OSS connection management | S | R,A | ||||||||||
| Infrastructure Management | Network Management / Application Management / Server/Virtual Machine (VM) Management | OSS connection opening in SMP. | S | R,A | ||||||||||
| Infrastructure Management | Network Management / Application Management / Server/Virtual Machine (VM) Management | OSS note application | S | R,A | ||||||||||
| Infrastructure Management | Application Management | Oversight and management of Move IT File Transfer Software | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Application Management | Provide application architecture, design, code tuning and support activities | R | R | S | C | R | R | ||||||
| Infrastructure Management | Application Management | Perform application startup and shutdown (maintenance and emergency) as requested | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | Perform client and system copies | R | R,A | ||||||||||
| Infrastructure Management | Server/Virtual Machine (VM) Management / Application Management / Storage/Database Management | Perform System Maintenance | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Server/Virtual Machine (VM) Management / Application Management / Storage/Database Management | Monitor system performance | R | R,A | R,A | |||||||||
| Infrastructure Management | Server/Virtual Machine (VM) Management / Application Management / Storage/Database Management | Perform System Upgrades | R,A | R | R,A | R | R | |||||||
| Infrastructure Management | Application Management | Perform Uperform Maintenance | R,A | |||||||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Architect, design and implement solutions / changes within the SAP system / landscape | R | R,A | R,A | |||||||||
| Infrastructure Management | Storage/Database Management | SM&O password update | R,A | R,A | ||||||||||
| Infrastructure Management | Application Management | SAP client maintenance | R,A | |||||||||||
| Infrastructure Management | Storage/Database Management / Application Management | SLT Replication Mangement (archtiecture, development, issues, Table addition, replication sync, monitor etc.) | R,A | R,A | ||||||||||
| Infrastructure Management | Storage/Database Management | Storage solution designs and management – files, attachments and storage space | R | R,A | R,A | |||||||||
| Infrastructure Management | Application Management | System log file design and analysis, management / resolution services | R,A | |||||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Testing virtual machine health | R,A | |||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare & Maintain Ad Hoc Reports (SOC Audit requests, User Activity Report, etc) | R,A | R,A | ||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare & Maintain Monthly Reports (Active Users Detail) | R,A | |||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare & Maintain Quarterly Reports (Quarterly Report for Access Changes/Terminations) | R,A | |||||||||||
| Reporting and Deliverables | Routine or Ad Hoc Reporting | Prepare & Maintain Weekly Reports (Active Users Counts, Enterprise Dashboard Users for TABLEAU) | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | Ad hoc requests related to ABRs, Spool, Payload, Logs etc. | R,A | |||||||||||
| Infrastructure Management | Application Management | Execute SAP License Audit report and provide analysis | R,A | |||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Update Foundational Objects in accordance with ACTS HCM - ERP HCM Prod Task List | R,A | |||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Update Configuration in accordance with ACTS HCM - ERP HCM Prod Task List | R,A | |||||||||||
| Application Maintenance and Support | Incident Management | Perform Mass Data Uploads (and error resolution) in accordance with ACTS HCM - ERP HCM Prod Task List | R,A | |||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Perform Career Site Builder Updates in accordance with ACTS HCM - ERP HCM Prod Task List | R,A | |||||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Perform Role Based Permission and Group Updates in accordance with ACTS HCM - ERP HCM Prod Task List | R,A | R,A | ||||||||||
| Application Testing | Automated Testing | Creation, validation, execution, scheduling and maintenance of automated test scripts | R,A | R,A | R,A | R,A | R,A | S | S | R,A | R,A | |||
| Meeting Coordination and Participation | Meeting Expectations | Participate in Program's Annual SOC Audit or other audit meetings as requested by State ERP team | R,C | R,C | R,C | R,C | R,C | R,C | R,C | R,C | R,C | R,C | R,C | R,C |
| Meeting Coordination and Participation | Meeting Expectations | Connect with Agency End Users to resolve incidents and confirm/test requirements (as needed) | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||||
| Application Maintenance and Support | Analytics Reporting | Design, architect, develop, support and implement solutions using SAP HANA Models by translating business requirements into functional and technical specificaitons for HANA solutions, including data models, analytical applications, and data integration processes. | S | S | S | S | R,A | R,A | ||||||
| Application Maintenance and Support | Analytics Reporting | Architect, define and refine data models, optimize database and data structure performance, data integrity, quality and consistency within the HANA environment. | S | S | S | R,A | S | S | R,A | |||||
| Application Maintenance and Support | Analytics Reporting | Deploying and publishing reports to the BOBJ repository | R,A | R,A | ||||||||||
| Application Maintenance and Support | Analytics Reporting | Design, architect, develop, implement ETL processes using BODS to extract data from different sources (databases, flat files, applications), transform it according to business requirements, and load it into target system (data warehouses). | S | R,A | R,A | R,A | S | S | R,A | R,A | ||||
| Application Maintenance and Support | Analytics Reporting | Create and maintain BODS jobs, including data extraction, transformation, and loading tasks, and schedule them for automated execution. | S | R,A | S | R,A | ||||||||
| Administration | Service Delivery Management | Provide supporting documentation, in alignment with Service Level Requirements and monthly operations reporting, with invoices submitted for payment. | R,A | |||||||||||
| Administration | Service Delivery Management | Develop Work Plan | R,A | |||||||||||
| Administration | Service Delivery Management | Establish and Staff Production Support | R,A | |||||||||||
| Infrastructure Management | Network Management | Develop System Operations Approach and Documentation | R,A | R,A | R,A | R,A | R,A | R,A | ||||||
| Application Maintenance and Support | Change Management | Research and address requests for new security roles or enhancements to existing roles | R,A | R,A | R,A | R,A | R,A | R,A | R,A | |||||
| Infrastructure Management | Network Management | Back-up/restore management | R,A | S | R,A | |||||||||
| Infrastructure Management | Network Management | Handle system startup and shutdown | R,A | R | R,A | |||||||||
| Application Enhancement | Upgrades and Patches | Maintain listing and perform follow up for Semi Annual Release functionality not currently utilized by State to determine future use cases. | R,A | R,A | ||||||||||
| Application Enhancement | Upgrades and Patches | Provide support on periodic upgrade/release management | R,A | R,A | R,A | R,A | R,A | R,A | R,A | C | R,A | R,A | R,A | R,A |
| Application Maintenance and Support | Data Management | Prepare Mass Upload File | R,A | R,A | S | |||||||||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Infrastructure planning | S | S | S | R | S | R,A | R | S | S | |||
| Infrastructure Management | Server/Virtual Machine(VM) Management | Infrastructure setup (VM builds, network connections, routes and switch setups, load balancers, firewalls, storage, co-locations, backup, etc.) | R,A | R,A | R,A | |||||||||
| Infrastructure Management | Network Management | Network communication planning and setup | S | R,A | R,A | R,A | ||||||||
| Administration | Service Delivery Management | Provide resumes prior to onboarding to State ERP Program for approval of resources | R,A | |||||||||||
| Administration | Service Delivery Management | Provide Monthly Operations Report in advance, or conjunction with monthly invoice of services | R,A | |||||||||||
| Application Maintenance and Support | Subject Matter Expertise | Functional resources need to be proficient with all access permissions associated with their module. | R,A | R,A | R,A | R,A | ||||||||
| Application Maintenance and Support | Incident Management / Change Managment | Development, testing and maintenance and/or troubleshooting for existing and new RPA Bots | R,A | R,A | R,A | R,A | S | R,A | ||||||
| Application Enhancement | State Initiated Changes / Upgrades and Patches | Support changes made to SuccessFactor module and ensure meets State's accessibility requirements. | R,A | R,A | ||||||||||
| Application Maintenance and Support | Change Management | Assist SFE in identification of requirements for changes, including providing LOE and identify artifacts impacted | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | R,A | ||
| Application Maintenance and Support | Change Management | Complete enhancements as approve by State in alignment with monthly prioritization and allocated hours | R,A | R,A | R,A | R,A | R,A | R,A | C | R,A | R,A | R,A | R,A | |
| Application Maintenance and Support | Robotic Process Automation | Host and maintain environments for existing and new RPA Bots | R,A | R | ||||||||||
| Application Maintenance and Support | Robotic Process Automation | Maintain RPA Bots Job Schedule | S | S | S | R,A | R | |||||||
| Application Maintenance and Support | Monitoring | Monitor RPA Bots performance and activity, and troubleshoot errors | R,A | R,A | R,A | R,A | S | |||||||
| Infrastructure Management | Application Management / Serve/Virtual Machine(VM) Management / Network Management / Storage/Database Management | Disaster Recovery Oversight: management, backup, replication | R,A | R,A | R | |||||||||
| Application Maintenance and Support | Data Management | Schedule Instance and Data Refreshes, and submit requests to SAP NS2 | R,A | R | ||||||||||
| Application Maintenance and Support | Data Management | Perform Instance and Data Refreshes | R,A | |||||||||||
| Application Maintenance and Support | Data Management | Peform Post Refresh Validation | R,A | R,A | ||||||||||
| Application Maintenance and Support | Data Management | Setup training IDs after Instance and Data Refresh, when applicable | R | R,A | S | |||||||||
| Application Maintenance and Support | Monitoring | Monitor SLT Replication | R,A | R,A | ||||||||||
| Application Maintenance and Support | Incident Management | Address applicants (internal and external) reported issues and provide guidance for STIL requisition process. | S | R,A | ||||||||||
| Application Maintenance and Support | Data Management | Provide support for data access | R,A | C | C | C | R,A | S | S | R | R,A | |||
| Application Maintenance and Support | Analytics Reporting | Maintain password in HANA for IOC SAMS dependent jobs | S | R,A |
Service Level Requirements
| Service Level & Service Level Detail | State Service Level Credits | |
| S1 — Availability (Production) | ||
| SLR Description/Objective | The production application environment of the supported solution shall be 100% available to all end-users and interface connections | 5% of monthly M&O Services and Solution Provisioning Services fees per 0.25% below the target |
| Target | 24 hrs. per day/7 days per week 99.99% | |
| Measurement | (# of minutes of uptime during the reporting period)/ (Total planned uptime during the reporting period) * 100% **Note: Planned maintenance windows are not included in this measurement. | |
| SLR Reporting Period | Monthly | |
| SLR Measurement of Non-Compliance | Per 0.25% below the target | |
| S2 — Performance — Average Response Time | ||
| SLR Description/Objective | Production solution performance shall meet end-user expectations to deliver customer satisfaction and efficient application and data availability during business activities | 5% of monthly M&O Services and Solution Provisioning Services fees per monthly average change past the 3 second target and and additional 5% per additional second increase until 8 seconds. At 8 second average performance the customer will receive 100% compensation for the month |
| Target | Average response time shall not exceed 3 seconds (response time from entering command to receiving result) | |
| Measurement | (Sum of all transaction response time)/ (Number of transactions) | |
| SLR Reporting Period | Monthly | |
| SLR Measurement of Non-Compliance | Per second greater than target | |
| S3 — Performance — Maximum Response Time | ||
| SLR Description/Objective | Solution performance shall meet end-user expectations to deliver increased customer satisfaction and efficiency gains | 5% of monthly M&O Services and Solution Provisioning Services fees per 1 second average monthly response time below target |
| Target | 95% of transactions complete (response time from entering command to receiving result) in less than 3 seconds | |
| Measurement | (Transactions completed within required time)/ (Total Transactions) | |
| SLR Reporting Period | Monthly | |
| SLR Measurement of Non-Compliance | Per percentage below the target | |
| S4 — Disaster Recovery Restoration Timelines | ||
| SLR Description/Objective | In case of a disaster and crisis situation that effects the availability of the service, the maximum downtime for State of Illinois ERP Production is expected to be four hours or less and the maximum amount of data loss is expected not to exceed 30 minutes of previously posted data.the Solution has to be restored as rapidly as possible with minimal data loss. | 2.5% of monthly M&O Services and Solution Provisioning Services fees for each 1/2 hour (30-minute block) that exceeds the target |
| Target | The Recovery Time Objective (RTO) to be less than 4 hours for all scenarios, and the Recovery Point Objective (RPO) to be near real-time with the goal of no data loss | |
| Measurement | Actual time to restoring service from disaster declaration, and amount of data lost attributed to occurrence of disaster | |
| SLR Reporting Period | Per disaster event occurrence | |
| SLR Measurement of Non-Compliance | Minutes greater than target | |
| S5 — Critical and High Severity Incident Resolution Time |
This is the start of the file's text. The full file is on GovTribe.
File details come from the government source that posted it. Updated .