1. Classification: Genpact Internal
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Classification: Genpact Internal

2. Classification: Genpact Internal
Process Name : Root Cause Analysis
ERP / System : Oracle R12
Application Name : SSS
Input : SupportCentral ticket
Output : RCA & Resolution
Frequency : Daily
Customer : GE Business User
Supplier : GE Business User
User
Notes:1. Three Types of testing are done are done By L1.5 Team
Disaster Recovery Testing – Yearly last year happened in Nov
P1/P2 testing – Every Week (can be changed as per the business)
Train Testing / Dry Run Testing – Every Quarter
2. If issue is categorized as highly critical that is stopping users from performing their daily activity then is called as P1 Activity - Bug fix issues
3. If issue does not stop the users from using the system but has a minor bug fix or urgent enhancement then it will move as P2
Activity Global Change / Business Specific details will be sent/communicated by CORPSSS.CHANGECONTROL.GE.COM
4. TG0 call happens every week – 5:30 PM to 6:30 PM call. To discuss any issue, bug fix or enhancements driven by dev. Team
5. TG1 call happens every week – Tuesday & 7:30 PM to 8:30 PM talk about the as-Is and To-Be process if there is any Global Change or Enhancement
6. Bug Fix can be with Corporate or any other biz / Global. Testing is only is done by all business if it’s the standard package. If it’s Custom Package, only the specific business will test
7. Once testing is done, sign-off should be taken from business super user of that OU and send the approval to Dev. Team
8. Train Testing / Dry Run Testing is run Every Quarter and is Standard for all Business - New patch to entire application. Addition or deletion of tabs or version change requires this testing
Risks::
1.Delay in test instance access to that functionality
2. Coordination between L1.5 help desk and other resolver groups during testing - no defined SLA in place
Improvements::
1.Help desk perform testing in Stage instance and also take approval from the business Superuser
Knowledge Articles::
Test application patches & system upgrades
2. Test and verify systems
Classification: Genpact Internal