Thursday, August 27, Thursday, August 27, Go-Live Support Plan

2 Objective of the Go-Live Support Plan Establish processes to resolve issues in a timely manner

3 Go-Live Support Plan End User Support 2. Online Help, Work Instructions, Cue Cards, Training Library, Context Sensitive Help within SAP 3. BRITE Support Center – BRITE LITES 4. ERP/SAP Functional Support Team 5. Other Support Tools

4 BRITE LITES – First Line of Support BRITE LITES  Primary role is to support the delivery of training and be the first line of support for the end- user community upon Go-live  BRITE LITES deployed across District, Departments and School Zones  BRITE LITES contact information posted on website BRITE LITES contact information posted on website Role Total Budgetkeepers46 PAF/HR45 Payroll45 In-Service40 TLC41

5 On-Line Help  All Processes are published on the ERP website as individual “Work Instructions” Users can access these instructions by Process Area and view them in multiple formats —As Quick Reference Cards (Cue Cards) —As detailed Work Instructions with supporting screen shots (HTML or PDF) —These Work Instructions are available at:  Training Library All published Training materials are available from the ERP website under Training tab for reference and follow-up  Context Sensitive Help When an individual is within the SAP tool – they can link directly to a transaction work instruction for additional information

6 BRITE Support Center Staffing BRITE Support Center  4 additional part time resources (staggered shifts)  2 Support Center full-time staff  9 Trainers available when they are not delivering training  2 Retired Principals assisting with training allowing our trainers to remain available for the Support Center  Remedy Incident Manager  Training Manager overseeing BRITE Support Center  Department resources during peak periods will be available to help man the Support Center Extended Hours  Nov 6 - Nov 30 7:30 am to 6:00 pm  Dec 1 - Jan 20 7:00 am to 7:00 pm  Jan 21 - Mar 31 7:00 am to 7:00 pm

7 Support Center Assistance November 1December 3February 1 Budget Preparation No Additional resources required on Support Center Procurement Two Functional/Department resources on Support Center during peak hours of 7:00 - 8:30 am, 11:30 -1:00 pm, and 4:00 - 6:00 pm Finance Two Functional/Department resources on Support Center during peak hours :7:00 - 8:30 am, 11:30 - 1:00 pm, and 4:00 - 6:00 pm Budget Prep – Schools (December 10 to 14) Two Functional/Department resources on Support Center during peak hours of 7:00 - 8:30 am, 11:30 -1:00 pm and 4:00 - 6:00 pm Payroll X # Department resources on Support Center during peak hours - TBD Human Resources X # Department resources on Support Center during peak hours - TBD

8 Problem Resolution Escalation in Remedy System  Escalation Levels for Problem Resolution L1 - Phone/ (CAB Conference-BRITE and SAP to merge when we go live in February) L2 - Process Analysts and other Departments (ETS, HRD, HRIS, Payroll, Benefits) L3 - Team Leads L4 – SAP Help Ticket (OSS Messages) L5 – Project Management Office (PMO)– Business Process Owner (BPO) Screen Shot of Remedy Solution

9 SWAT Team November 1December 3February 1 Budget PreparationTwo Budget Functional Team members are available upon request ProcurementTwo Functional Team Members will support Super User departments from December 3 to December 17 FinanceTwo Functional Team Members will support Super User department from December 3 to December 17 Budget Prep – Schools (December 10 to 14) (February 13 to 17) Area Business Analysts (ABAs) will conduct workshops. Super Users can call ABAs for answers to functional questions. Functional Team Members will also support schools. Problems with logging into the system will be answered by BRITE Support Desk PayrollName Functional Team Members who will support Super-User department from February 1 to February 14 Human ResourcesName Functional Team Members who will support Super-User department from February 1 to February 14 SWAT Team Members are comprised of BRITE Functional Team Staff Functional Team members will be deployed to Super User Departments for Go-Live Support to Departments will continue through the first two weeks of Production

10 Other Supporting Tools  On-line Help available via Business Process Procedure's (BPPs) – InfoPak with work instructions  Online Library Online Library  Practice Client- Sandbox for end-users/super-users after attending training  Atomic Learning Tutorials with most frequently requested transactions  Recorded Transactions utilizing InfoPak Simulations  Continually deliver BECON updates  Online Chats  Blackboard eLearning courses Blackboard eLearning courses  Elluminate narrated instruction/best practice sessions by topic  Live Webcasts (hosted daily then weekly for each go-live)  Audio Bridge  Video Conferencing  BRITE Go-Live KitGo-Live Kit  BRITE Go-Live Checklist BRITE Go-Live Checklist  Contact List Bookmark Contact List Bookmark  BRITE Cab Conference

11 Is Your Computer Ready for SAP?  Identifying all users End user names that resulted from Foundation Level Training follow-up Super user names that resulted from Department Manager Work Sessions Crosswalk with current MSA/SAP and Hardware Survey  Upgrades Needed Minimum specs identified on ERP Website at  Rollout Plan Videoconference with TLC’s to discuss rollout responsibilities Sending to End user/ Super user on how to download and install —SAP Gui, Firefox, Adobe Acrobat Reader  SAP gui installation instructions:  Set up of additional SAP Printers Call and send to District Department Heads/Principals with users that need to install the above CAB mailbox for District Department Heads/Principals to submit any changes to individuals identified - Send validation request to District Department Heads/Principals with follow up phone calls  Updating of Existing Computers Purchase new MACs / PCs to replace outdated computers Identification of machines that only need upgraded memory Working with ETS on establishing process for installing necessary hardware

12 Summary Comprehensive support system that includes:  At Go-Live dates, and for two weeks post Go-Live, our BRITE Support Center will be staffed with a minimum of 9 support personnel and will be opened for extended hours to answer calls and give assistance  BRITE Functional Teams, Training staff, and Organizational Change Management staff have been trained and are already using the Remedy Solution for problem resolution and escalation  Specific Functional Team members and Department resources are available to support users at Go-Live dates  BRITE LITES are ready to be called upon as a first line of defense  We have developed online help including Work Instructions, Cue Cards, Training Library, and Context Sensitive Help within SAP  BRITE Team has developed strategies to ensure identification of all SAP End users and Super users  BRITE Team has developed strategies to ensure that all necessary hardware and software are made available to all SAP End users and Super users