2. Operating Model

3. OPERATING MODEL OVERVIEW
Support process is based on ITIL for Power BI and Qlikview
SAP Support process deeply engrained into existing operations, it was decided it was best to not make any dramatic changes, but the flow has been integrated into the wider operating model

4. Reporting and Analytics
Ola and sla
Reporting and Analytics
SLA
SAP BI Suite OLA
Power BI
OLA
Internal ISG
User Facing
Based on the ITIL framework and inline with ISG Operations
One single SLA is recommended for the business service ‘Reporting + Analytics’
Each technical service should have it’s own OLA
SAP has different technical support requirements as an on-prem application, vs. SAAS O365 Power BI (excluding Power BI Gateway service)
SAP OLA is signed and agreed, and a decision was made to not make changes until upgrade was going ahead
If Qlikview is purchased then a OLA similar to Power BI, based on a ITIL framework is recommended, but it will require additional on-prem details

5. Users engaging with IT
Users can currently request assistance from ISG through a number of access points; Helpline phoneline, Helpline , Service Management , and Webforms 
Some College support desks have prior agreements to log tickets for SAP directly to Service Management or Production 
In order to provide a seamless integrated support journey it is recommended that UniDesk Webforms are utilised , where users can go directly from Help pages to logging a ticket

6. Support Process – Web Forms
Reporting and Analytics Web Forms are being initially piloted with Power BI
Pilot scheme will include 1 generic form, with the plans to create query specific forms as themes and trends are identified
All forms will be access via the EdWeb pages, encouraging users to 'Shif Left' and check help documentation before submitting tickets

7. Application / code issue
Support/Incident Model (Simplified) for Qlikview and Power BI
IS Helpdesk
2nd Line (SM)
SOM (SM)
IT Issues
Tool Issues
O365
Infra Issues
Application / code issue
O365 Support Process
Prod Mngmt
Vendor
Process is based on the ITIL Incident Framework

8. Support Process for SAP
Following an analysis of the SAPoperating model it was decided that it was deeply ingrained into business operations and should not under go any major changes.
It is recommended the SLA and OLA documentation is reviewed following the SAP 4.2 SP5 release (Timing TBC)
BI Suite Call Routing:
BI Suite Wiki for Support: 

9. How will changes be managed?
Mailing list – Self sign up
Formal RFC process
Defined test window, all other testing or known service disruptions will be communicated*

10. BENEFITS OF A CENTRALISED SERVICE
Application support
Gateway
Formal service enhancement plans
Roadmaps
Best Practices
Service Manager
Formal ticketing
Help pages
Update monitoring