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© Mahindra Satyam 2010 1

What are we talking about???

SUPPORT

© Mahindra Satyam 2011

Support Challenges in OTM Implemented Projects

S N Murthy Vabilisetty Ashok Revuri


Agenda

Support Project Management- Challenges Expectation management Demarcation SLA Management Support Resources Documentation & Train the Trainers

Educate – Empower the user

Support Tools

OTM Support Challenges Matrix Handling Config. Queries Handling UI Queries Handling Integration Queries Handling Performance Queries Handling General Queries

Best Practices

Q&A


Few References

# Case Study Salient Features

1 OTM Implementation

across geographies on

Single Instance for a USD

20 Bn LSP

• One instance that covers overland services across different lines of Business (First and Last Mile of

Air / Ocean, Contract Logistics, Trans-border and Domestic) in US, Mexico and Canada

• Implementation for Lead Logistics customers in Europe

• Extreme Automation in operations and financials

2 Inbound Transportation

Implementation, Migration

and Support for Euro 43

Bn Retailer in UK

• Experience of OTM services at a large retail business in inbound transportation – domestic,

International

• End-to-End OTM services with engagement duration of 4+ years

• Migration from v4.5 to v5.5, including a data center movement

• 24 x 7 OTM Level 2 support

3 Transportation Blueprint,

OTM Implementation and

Roll Out for a USD 17 Bn

Manufacturing

Organization in US

• Consulting, Creating Transportation Process Blueprint

• Conducted Due Diligence, Defining To Be process and system architecture, across all modes, across

facilities around the globe

• OTM based solution architecture to build a global logistics management platform with a separate

parcel solution and compliance solution

• Fusion Middleware as integration platform between Oracle to Oracle apps & web Methods as integration

platform between OTM and non-Oracle apps

4 Transportation

Transformation Initiative at

USD 4 Bn US Carrier

• Satyam is partnering in this large OTM driven transformation initiative

• Implementation of Fleet Management and OTM for Brokerage business

• Satyam contributions in building extensions for unique processes around OTM

• Fusion Middleware based integrations with OTM

5 OTM Migration and

integration – World’s

largest non-alcoholic

Beverage company

• Migration from 4.0 to 5.0 to take advantage of new modules / features including Database porting

• Integration with SAP Financials & Order Management

• Production Support

6 Global OTM Blue Print and

Roll Out –

Manufacturing company

with approx $1 Billion

logistics spend

• Due Diligence, Build the Logistics Management Platform covering Transportation , Develop

Enterprise Integrated platform

• Deploy Onsite Offshore teams for Global Blue Print creation, implementation & integration

• Implementations across US, EUR and China/India.

• Satyam approach enabled clarity on To Be processes, architecture and overall program and project

phases with detailed plans – enabled faster decision making and on-boarding from business

• Business Value add encouraged multiple P&L’s to pro-actively engage with LCoE shared service


Challenges How to avoid them?

• This bulk plan is failing all the time. Can you run this plan for me?”

• Hey…I am a super user, can you bounce the server?

• Can you change the carrier contact details for me ?

• Is this still Bug?

At a High level… .

• Support role definition

• Clarity in communication to user community & multiple teams

• Single window of grievances, but not a single

window of resolutions

• synergy in multiple OTM support teams

Support Project Management - Expectation management

• Have clear definition roles, activities clearly defined

• Proper hand over among multiple OTM support teams (DB, integrations, ERP etc.)

• proper communication systems is laid out

1st Level

support

2nd Level

support

3rd Level

support

Defi

ne

Communicate

Geography/

Business

Geography/

Business

Geography/Business


Support Project Management - Demarcation

Challenges

• I am a planner, I want to award the spot bid to a carrier ?

• Can I have my own algorithm for loading sequence in Trucks?

• There is a flag at Order release “pickup appointment”? Can I use it?


• Support request Vs Development request

• Support request Vs Product enhancement

• Demarcation of different OTM support teams-

Integration, DB team, Functional teams,

regional teams etc

How to address them effectively?

• Have team, that controls the changes specifically in OTM

• Educate the super users on current configurations

• Proper templates for „Development requests & Enhancements‟- should justify the business needs

Change Management Process

Incident ManagementProblem ManagementCapacity ManagementConfiguration ManagementService Level ManagementAvailability Management

Customer

Recording

Acceptance

Classification

Planning

Co ordination

Evaluation

Problem Closure

RFC

Change Management Process

Incident ManagementProblem ManagementCapacity ManagementConfiguration ManagementService Level ManagementAvailability Management

Customer

Recording

Acceptance

Classification

Planning

Co ordination

Evaluation

Problem Closure

RFC


Support Project Management - SLA Management

Challenges

• What is the status of my ticket?

• Shipment is critical now, can I upgrade the severity?

• When can we get new configuration in LIVE environment?


• categorization of issues and timelines

• lead time from raising of issue to resolution is justifiable with severity?

• steps & stages of Issue resolution and

transparency to requestor

How to avoid them?

• Utilization of Tools like HP Service Desk, JIRA

• Proper report mechanism : Daily, weekly, monthly OTM issues

• Clear categorization issues & timelines

• Severity definitions, acknowledgement notifications, follow up , resolution objectives & Escalation

Sev Definition

Sev 1 Critical Loss:Data,Security,CauseOutage/Impact Availability

Sev 2 Severe:Key functionality not working .;No Workaround

Sev 3 Major:Key functionality not working;Workaround in place

Sev 4 Minor:Small/Negligible impact; Easy to recover from

Sev 5 No effect: Cosmetic, misspelling


Incident

Reported

Acknowledge

And/or Log

Incident

In CRM

Internal

Investigation

Update

Incident

Incident

Resolved?

Incident

Reported

Yes

No

Incident

Escalation

Sub-process

(1)

Change

Request?

No

Yes

Change

Request

Process

Update

Incident

Notification

&

Communication

Incident

Closed

Monitoring

System

Customer

Help Desk

(L1)

Support

Team

(L2)

Support

Escalation

Change

Management

Team

Notification

&

Communication

Notification

&

Communication

Issue Resolution Flow..

Requestor/Caller


Support Project Management - SLA Management (cond..)

• Status of SR, New development requests

• Keep track of product bugs and fixes regularly, propose a workaround to business (mutually agreeable)

• Keep track of product enhancements and update the business accordingly

Snapshot…of Defects


Support Project Management - Support Resources

Challenges

• Technical support resource – understanding of end user issues

• Resource utilization – across geographies/multiple time zones

• Resources‟ understanding on current config

How to address them?

• Have a good combination of Functional & Technical based on the scope of work.

• Maintain knowledge matrix of support resources

• New support resources- onboarding exercise


Support Project Management - Documentation & Training the Users

Challenges

• Too much of documentation (Design, Configuration, scenario mapping)

• Basic support issues due to „users not much knowledgeable on OTM‟

• Non availability of „FAQs‟ and answers

How to address them?

• A good Documentation reduces the ticket count if any recurring issues get documented and in turn reduces the effort of the support resources

• Application behavior documented in “How to..” would be a great help to the business organization and would also help the resource expertise of the support function personnel,

• Train the trainers : Well trained end users(planners, order, rate loader) can bring down the basic OTM tickets

Flash boards- across

the Floor


Support Project Management - Documentation & Training the Super Users

• Recurrent data updates : contact, rate records expiry, deactivating a record. Like How

to update a contact?

• Recurrent business process documents: Bulk plan failures FAQ document? How to

work on shipment Tenders?

• Identify recurrent issues & Record solutions : Record the solutions/Troubleshooting

exercises (Video) and play it to specific group of users

• On-Floor Flashers – New changes/Configuration : Posters across the floor to display

what is changed recently and How does it impact the users?

• External Parties (Suppliers/Carriers/Dispatchers) : structured onboarding materials,

which should include URLs, User access, How to work on OTM etc

What are good support documents?


EDUCATE – EMPOWER – OTM USERS

Empowering End Users Educating the End users

• Conduct boot-camps on regular business scenarios

• Gather more field inputs from end users and include them in FAQ documents

• Arrange the IL training sessions on need basis

• Demonstrate Do/Don‟t to New OTM Users

• Train the users are Data templates (Rate loads, Locations, Contacts, regions, Lanes) and basic sanity tests etc

• Empower the users. Don‟t allow user restriction to impact the business needs. For Example: adding a carrier in Order release constraints to planner role

• Empower the users in a way that they can work on data templates and load them directly

• Empower the user – read the OTM diagnostics options and proceed with basic troubleshooting

• Empower the users to make the FAQ documents of their process (Planning, Dispatching, Order processing etc)


Support Tools

• Rate Templates : use mode based rate templates, where formulas are already

written

XML Builder

RATE TEMPLATES – Prebuilt formulas

1

2

How do you want to see transmission data?


Support Tools

• Utilizing the xml templates (item, Order release line, Order release ship units etc.)

• simulating the scenarios in Non-prod instances

• Helps in performance testing & integration testing

CSV Util

• Use CSVUtil to import/export multiple CSVs at a time

• Use to quickly migrate data between instances

• Helps in taking periodic backups of critical tables

How does it work : (4 steps) • Create control file, Place control file into a

compressed folder (zip), Upload via Integration Manager, Save output file

Control file tells OTM what to export or import Example : command xcsv -tableName RATE_OFFERING -

dataFileName F_RATE_OFFERING.csv -whereClause "domain_name = „XYZ‟“

3

4


Support Tools

Available OTM support platforms

1. OTMFAQ

2. OTN discussion Forums

3. OTM support Communities

Automated testing tools (with Open Source code)

1. SOAP UI

2. Selenium

3. TestNG

OTM Monitoring tools

1. EMAN

2. Robotics

3. WireShark


• Bulk Plans are failing

• My Orders are not interfaced to OTM yet

• Null point exception- when you click on particular button

• Orders are seen after long time (after EBS concurrent Program)

• System is not displaying the correct time zone

• I want to change the VAT tax rate in OTM

• OTM UI Displaying Strange Fonts

• Application is brought back after hardware failure, transmission are not reprocessed

• Remote exception when processing the function-secured resources by planner

• OTM is not calculating the distances?

• Fuel charges are not applied on shipment cost for this week

• can I collect the Actual SQL performed during ad hoc query in FTI?

• is there any OTM start-up script to search multiple RAC servers?

• can I auto refresh the ROD database in FTI?

• There is a mistake, I want to delete the voucher

• Increase the Count of Records in Finder Results Screen

CONFIGURATION QUERIES

OTM UI QUERIES

INTEGRATION QUERIES

TECHNICAL/GENERAL QUERIES

OTM support issues Matrix


Handling Config. Queries

How do I notify the user before the rate is getting expired?

Bulk failure reasons? – best tool available is Bulk plan diagnostics


Handling Config. Queries

• How can one make the Rates and Shipment Costs Display in the Currency

that is used on the Rate Offering/Rate Record

Change the Manager layout

with current Rate offering /

Rate record

• How can the Oracle logo be completely removed from the email Tender in

Outlook?

Add the following property to the BOTTOM of the custom section of the glog.properties

file on both the app and web server. (It must be at the bottom of the properties file or it

will get added back in when loading the default properties)

!remove glog.mail.logo.filename

Restart OTM

Retest the Issue


Handling OTM UI Queries

Above identified servlet will be assigned to user

role with Granted -

Unchecked

How do I control the user - NOT creating or editing any master data (from any screen)?


Handling Integration Queries

Can I set OTM to send an email when inbound integration fails

1. Set the properties in glog.properties on each server to include the following: glog.integration.servlet.TransmissionStageError.senderrorEmail = true

glog.integration.servlet.TransmissionStageError.erroremailFrom = [email protected]

glog.integration.servlet.TransmissionStageError.erroremailSubject =Transmission XML Stage Error

glog.integration.servlet.TransmissionStageError.errorEmailTo = customer_email_id

glog.integration.servlet.TransmissionStageError.includeTransmissionText = true

2. Restart server and try to upload an xml that fails to load through Integration web service


Handling Integration Queries

OTM masters are interfaced from upstream systems. How do I address the sequential interface errors? Or Auto processing of multiple transmissions with ERROR status

Reprocess all transmissions with

scheduled Job


Technical challenges in OTM

I have one OTM/kewill instance presently, I want to add multiple kewill

instances


Handling Performance Queries

• Do I have to wait long for my bulk plan to finish? Is there any way, I can speed up the bulk plan?

• My transmissions are not processing for long

• My orders/shipments are taking too long to get saved

• Shipments are created , but bulk plans are still RUNNING

• It is time for ERP to push the Orders into OTM, how come all the processes

are slow in OTM?


Handling Performance Queries

Performance Issue approaches :

Some Indicators :

Web Tier: slow painting of screens, slow response of transactions, Large number users logged into OTM, Internet access in general slow

App Tier : Bulk plans are running, Large volume of integrations are arriving in OTM, web logic memory is slow, App server CPU usage is high, OTM threads related to workflows and integrations are stuck

DB Tier: DB locks, updates to OTM are slow, Retrieval of data to results screen is slow

Large Bulk plans, Bad workflow designs, Bad SQl saved queries used in reports/agents

Unnecessary logs are on (Eg: Rate engine logs)

Performance Issues

• Environment related

• Very Reactive

• Will typically appear

During development phase when OTM environment will share resources and sometimes configured with minimum settings

After Go-Live as number of transaction increases and the OTM usage volumes begin to increase

Mostly focused on areas like Integration and Bulk planning

Performance Issue approaches :

Report Include-

• Who?- is reporting the issue

• What? – is happening (obtain Logs, Screen prints, replicate if possible)

• What else? Is happening (on the OTM servers both OTM and Non-OTM processes?

• When – is it happening. Is it consistent? Time of day, day of week, day month, pattern


Handling General Queries

• How does one add the day of the week when creating Calendar data in CSV?

• How does one enable a Service Provider to add Equipment Number, Equipment Initial Number on a

Shipment that has already been Accepted (Tender Accepted) by them?

• Why is a Shipment Tender not being sent when there is more than One Logistics Involved party Contact

on a Shipment?

• How does one set up a recurring process to send Shipments created in the system via integration to an

external system with facility to prevent the same shipment being sent more than once?

• How can Bulk Plans Number can be Increased?

• When clicking on the "OTM" icon after opening an object in a new window, this presents the object XML.

Can this XML access be disabled?

• How to change the service provider for multiple shipments in one attempt?

• How Can the Data be Reloaded Into the FTI Database After it Was Already Sent?


It is a cliché statement…but still worth repeating

“Prevention is better than Cure” Best Practices of OTM Support:

Application (Level)

Itineraries : Keep itineraries as simple as possible Rates : Keep rates configurations too simple (not many rate cost lines, no too many conditional

parameters, no conditional accessorial charges etc.) use rate offering constraints effectively, use rate loading templates

Data Loading : User data loading templates for lanes, regions, transit times etc. Bulk plans – Schedule the bulk plans depending peak loads/dock door appointments/Order

interfaces to OTM, use „bulk plan diagnostics‟ and make super users familiar with BP diagnostics options

Agents: > Let there one single agent- performing different actions in one object > Be careful when raising the event from other agents, better to raise an event as the last action in the agent > Always use proper naming conventions for agents (you don‟t have to open the agent to see what is it doing? (Event driven agent, Process driven agents > Email alerts should used for critical events that require immediate attention or user indicators or statuses > Avoid Listening same event in multiple agents > use saved conditions as much as possible Use access controls & menu managers judiciously – to have role based restrictions Engage tools like (EMAN, Robotics)- to continuously judge application performance and instance

availability Periodic server bounces & including bolt on applications like PCMiler, SMC3, Kewill etc


Operational Level

Develop a Customer SPOC for each of the Module or critical activity Develop good documentation with regards to criticality of the issues, resolution and faced

scenarios to reduce the turnaround time Understand the customer peak periods of activities (weekly, monthly, daily) and be pro-active with

issues. This also provides good visibility of the issues. Document the same Involve Support teams effectively in project release UAT phase, test scenarios and GoLive cutover

activities Taking critical inputs from support teams on „OTM upgrade strategy‟

Best Practices of OTM Support:


Q & A


Thank you

Please contact us:

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