Command Center Kick-off for Frito Lay Wave 1 January 11, 2012

Agenda Ticket Management

Deployment Wave stabilization support PCC Ticket Lifecycle PCC Roles Ticket Approval and Release Management Process R7 Ticket Meeting

Shift Schedule and PCC Ground Rules

Appendix

Deployment Wave Stabilization Support

R7 support during Wave 1 will remain with same strategy implemented for Pilot: on-site support core process team member(s) will be located in the sites where we go-live. On-site support begins the issue flow process when an end user raises a question/issue

End users will report issues to an on-site support team member. Issues not resolved by the on-site support team member will be raised to Plano Command Center support for further analysis and resolution. Plano Command Center involvement will be based on the type of issues found and the scope of the issues. If it is discovered that the end users questions can not be answered, the On-Site Support team member must capture all information in an Issue Resolution Form (IRF) and send it to the Plano Central Command SPA box

So, how is CC going to work on each issue once ticket is created?

Plano Command Center Ticket Life Cycle

Ticket Creation and Assignment
Incident ticket creation in SM7 from IRF

Ticket Analysis and resolution

Process change or clarification System change needed

Charm Management/ Star Team

Ticket Testing

Ticket Approval

CC Groups

UAT Testing is Business Readiness executed in D11/Q11 approval is requested (SAP) or FLL1,DEV7 before migrating Ticket assignment to (Legacy) change to PRD (Both CC Groups FL and NABQ must If system update is required, Charm/StarTeam Ticket assignee will approve) requirement is triggered to start system update Changes are be accountable for ES Baseline can own NABQ Tickets and work transported to testing making sure that Incident ticket is independent of the R7 tickets, but share with environment testing is completed resolved HIST for visibility and properly documented Incident ticket is DRF BASIS closed Critical Tech PMs Security Retrofit to Triage step BPM AI ` Archiving Team for additional BW Process: Order Management; Distribution Management; SAP Development changes if required
DBA Portal Development TIBCO Admin ECG Inventory Management ES: SAP Sales; SAP Inventory Management; SAP Logistic Execution DMO

Ticket Analysis by CC Triage team (Primary Assignee + solution input from Hypercare Integrated Solution Team (HIST)

Charm requirement (or Star Team) is created and If process related, workaround is identified and communicated to is communicated to sites Developer

Plano Command Center Roles

Command Center Roles were designed to focus resources in the different stages of a ticket lifecycle:
Ticket Dispatcher (ES Baseline Sub-leads)
Focus on ticket assignment to the accurate team and/or person Work with HIST to identify RCA, solution, and test cases. No ability to enable change (no Charm/Configuration. Prep for and execute all testing. Learn the detailed solution for every ticket they own

Assignee (Sustain/Hypercare)

Tester (Sustain/Hypercare)
Executes test for all fixes made to solve tickets

Business Approver (R7 Business Readiness)

Approves changes and provide the go to take them to PRD

R7 Hypercare Integrated Solution Team (HIST)

Deep solution experts. No ticket assigned to them only assist. Work with ticket assignee to identify root cause/solution, identify the test conditions/negative testing and validate the AT and ST results. Integrate issues across HIST

Dispatch Assignment Support

(R7 Core Process)
Assists Ticket Dispatcher on routing tickets as per R7 functionality and skill sets of R7 resources

Testing Environment Analyst

Ensures that R7 + NABQ + Transaction can flow E2E in the testing environments

Support for Assignee (R7 Core Process)

Provides any type of documentation, screen shoots, etc. to speed approval

Fixer/Change Enabler
(FD Analyst; ES Baseline; ESFS)
Works along with HIST team enabling change via Charm/Configuration

Charm Lead/Star Team Lead (ES Baseline Sub-leads and Legacy Analyst)
Creates charm/star team object and follow up on transport creation and migration

Charm/Star Team Analyst (FD Analyst; ES Baseline; ESFS)

Supports Charm/Star Team Lead on transport management

WIT Project Analyst (all phases of project lifecycle) Leads all tasks to complete WIT items

Ticket Analysis and Resolution: Assignee* Role

Ticket Creation and Assignment
Ticket Analysis and Resolution Charm Management/ Star Team Ticket Testing

Ticket Approval

Ticket Triage

Ticket Assignee will work with CC leadership to determine the right business resources to engage Ticket is analyzed with required team A solution (system/process related is identified) If no system update is required. A end-state workaround is communicated to sites If system updates are required. A n interim workaround might be communicated to sites

Assignee will ensure that fix is taking place and at the same time Assignee will confirm:
Testing scenarios
Testing scenarios and appropriate business approvers are identified Testing scope needs to be approved by business leads in D11 before migration to Q11. Peer review approval is also required before migration to Q11

Master Data Requirements

Assignee of the ticket ensures completion of data sheet with data requirements Assignee reviews E2E tool to validate/select data values available in non-production environment Assignee will create email request to data request SPA box (SPA OneUp R7 Master Data System Test Team ) adding the DMO SUPPLY CHAIN group as the assist group, only if they determine there is a gap in the data required or a gap for a particular scenario Melanie Nicholson will contact the appropriate Data owner resources to validate the data request and if required, fulfill the data request When complete, data owners need to notify Melanie Nicholson/SPA box. Melanie will in turn notify Assignee that request has been fulfilled and will update the SM7 ticket "Complete" with the assist group

* Assignee might complete or monitor completion of these tasks

Charm Management: Change Request and Corrections

Ticket Creation and Assignment

Ticket Analysis and Resolution

Charm Management/ Star Team

Ticket Testing

Ticket Approval

Once required system update has been identified:

Create Change Request (CR) in Charm Create correction to be linked to CR. Different type of corrections can be used depending on the type of issue:
Normal Correction (NC)
Used for most of the SAP system changes. Will be migrated to PRD on

scheduled bundles
Will be used for MW changes . Assigned to schedule bundles for migration unless change cannot wait

Manual Correction (MC)

PR1 and PR2 are by default UC. PR3 tickets will only be considered
as UC if business cannot wait to get changes in PRD until next scheduled bundle (impact over operations is relevant if so).

Urgent Correction (UC)

Used to manage exceptions, this refers to changes that cannot wait for scheduled bundles (emergency or critical) MCs can be assigned to a UC

Ticket Approval and Release Management Process

Charm Management/ Star Team

Ticket Creation and Assignment

Ticket Analysis and Resolution

Ticket Testing

Ticket Approval

Once Testing has been completed:

Approval from FLNA and NABQ is requested over UAT Test scripts. In addition to this, additional approvals might be required to migrate changes to PRD:

Normal Correction (NC)

Business (FLNA and NABQ) and Manager Approval is required (Satya Mullapudi or Bridget Friswell) Must be assigned to a scheduled Bundle Business and Manager approval is required If handled as UC, Business, Manager and Director approval is required Should be assigned to a scheduled Bundle unless its an exception Business (FLNA/NABQ), Manager and Directors approval is required Once approvals have been received, ticket assignee and Baseline support must contact CAB (Change Approval Board); Release Management and Migration Team

Will be assigned to RFC and TSR created for scheduled bundles. No need for additional ones

Manual Correction (MC)

No need to create a TSR for this, since NO SAP migration is required

Urgent Correction (UC)

Before starting the UC process Create & obtain approval for RFC. Create a corresponding TSR with approved

Plano Command Center: R7 Daily Ticket Meeting

R7 Ticket Meeting To be held daily at 9am and 3pm CST Agenda Participants
Plano CC BCL (Facilitator) Plano CC Lead (Co-Facilitator) Plano CC Process Team Lead (Facilitator) SAP Functional Team (ES) Frito-Lay Functional Team Other divisional representation Field Site Leads (As Needed) Field BCLs EHT Representation GES Recovery Team (Optional If applicable)

Tools

Review open PR3 tickets focusing on site top tickets Review critical PR4 tickets Discuss any change recommendations to the ranks

SM7 Ticket

Two daily meetings will be scheduled to discuss PR3 and critical PR4 tickets As Go Live progresses, daily meetings might be reduced to one (P.M.) IF PR1 or PR2 tickets are created they will be worked until they are resolved (Handoff between shifts is possible but must ensure understanding of ticket status and pending actions)

SM7 will be the tool used during ticket discussion hence it is critical that tickets are updated with latest status prior to each meeting

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Shift Schedule

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The Plano Central Command center exists to evaluate and troubleshoot any issues found in the field that can not be solved on site
Command Center support personnel will be available 24x7 in the Plano Command Center:
To see which shift you have been assigned to please check:

https://teamwork1.pepsico.com/eRoom/OneUpFLNA/OneUpRelease7/0_3d917
Assessments will be made at the end of each week to determine staffing levels required for

weekend coverage and the next weeks staffing model

The PepsiCo Support Center (PSC) will staff resources in the Command Center across the

business week and weekend to field calls from R7 on site support team members.
Shift coverage during the week and weekend rotation will be available all weeks of

stabilization.
3 4 5 commuters will have to align their travel plans with their assigned shifts accordingly

All priority 1, priority 2, and priority 3 tickets require a live handoff between shifts for resolution.

Plano Command Center Ground Rules

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.Last but not least., some ground rules that will help us provide the On-Site Support teams with the most efficient support

Ensure you are managing your phone. Turn off Send Calls when not at your desk. Ensure you are making your ticket updates Visible to Customer. This allows our On-Site Support to get up to date statuses at all times. Ensure you adhere to the shift and role that you are assigned to. Ensure you are seated in the correct location based on the corresponding team cards on each monitor.

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