Master Data Governance SAP support model

MDG Support Model

1. MDG Support Model

2.   MDG Support Model Support Request SNOW /Self Portal E-mail or Phone Level 2 (Functionality Questions, Process errors solving) Level 1 ( Help Desk) Level 3 (Configurations, Data Loads, Incident Management , Interface monitoring ) PMI Users Local Help Desk MDG Product Owners MDG support team

3.   1 st Line – Help Desk Key Activities Initial troubleshooting Direct user to specific training or provide onsite help if possible Provide help on how to request access rights Analyze incidents, register support/information requests, and assign to appropriate support group in Snow Responsible Local Help desks Service: Master Data Governance Application for PMI

4.   2 nd Line – MDG Product Owners Key Activities Master data update Process related questions Responsible: MDG Product Owners Service: Master Data Governance Application for PMI

5.   3 rd Line – MDG Support Team Key Activities Providing support monitoring and troubleshooting of the critical interfaces Analyzing change requests and directing them to project team Provide business hours response incidents and escalations Monitor, diagnose and solve issues related to interfaces ( Idoc , Mulesoft ) allowing communication with connected systems Identify and diagnose the nature of the incident in order to: Solve the incident Re-route the incident to the relevant teams   Support Group: FMS IBM SAP MDG Service: Master Data Governance Application for PMI

6.   MDG Service Levels SLA for MDG Type of Request Impact Current Propose Incident None 40h 80h Incident Low 32h 48h Incident Medium 24 24h Incident High 8h 8h         SLA for MDG Type of Request Impact Current Propose Request for Change None 40h 120h Request for Change Low 32h 60h Request for Change Medium 24 24h Request for Change High 8h 8h         SLA for MDG Type of Request Impact Current Propose RQI None 120h 120h RQI Low 32h 60h RQI Medium 24 24h RQI High 8h 8h Availability – 99,5% Reliability – 3 SLA Adherence – 80% Incident Management Request for Information Request for Change System Criticality – 100% (Business Critical)

7.   MDG Team Setup Product Owners: Romain Colombey Run & Support Team: Rextina Babu Anshul   Malhotra Chandrakant Singh Ayush Goel Service   Management : Jacek Fraczkiewicz Mateusz Marzec