Tech M Next Gen AMS - Oracle innovation HUB · Tech M Next Gen AMS . Copyright © 2016. ... Tech M CUBES SOP Manager –to manage the ... runbook automation solution with which we

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Tech M Next Gen AMS

2Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.

Overall Support Services Capabilities Knowledgeable and Experienced professionals providing value added services

300 +

Projects globally

Productivity gains of

3-5% YOY5% YOY

Ticket reduction.

3400+

Oracle support

specialists

Oracle Support Services - Key Highlights

15 Years of Experience - Innovating to add Business value

to AMS engagements

Holistic Oracle AMS service portfolio from LI – help Desk

support to L3 – Complex Customizations, Development

and Enhancements

ITIL v3.0 aligned Managed Services model for global AMS

engagements which enables structured, well-defined and

collaborative execution model.

Continuous improvement and knowledge retention through

effective knowledge management.

SLA Based services and flexible coverage hours model

Predictable cost for @premise and @cloud customers

Support and Maintenance – Services

Key Clients


One Practice, Multiple Services

GOVERNANCECRITICAL PROCESS

MONITORING

PERIOD CLOSURE SUPPORT

TECHNICAL ADMIN

BREAK FIX / ENHANCEMENT

TESTINGBUSINESS

APPLICATION SUPPORT

Serves as an integrated model for enhancingend user experience by staying close to thebusiness users and assisting organizations inresolution of application software issues tomaximize the value of application software

• Integrates at all levels of help chain

• Services are SLA Based

• Provide a single point of contact model

• Enhanced accountability via unified governance

• Scalable and customizable to the needs of the customer

• Extreme Customer satisfaction

• Continuous Service improvements


Optimize and Innovate - Continuous Service Improvement

Define objectives Assign target for realization Realize benefits Track, monitor & report

AutomationProcess

OptimizationTicket Reduction Domain

Knowledge

Knowledge

ManagementValue Drivers

• Increase first contact resolution

• Customer first approach

• Call elimination or self service solve

Benefits

Improved user

experience /

reduced ticket

count

YoY productivity

improvement (5 to

7%)

Optimize FTE

count / program

+ operational

cost reduction

IT Business

alignment / Risk

reduction

Identify ticket reduction opportunities based on information gathered during support operations

• Web based training • Strong Knowledge repository to help Orange users for self healing.Realization

Methodology

Cycle time

reduction /

improved

efficiency

Shift Left

Approach

• Our Indigenously Developed AMS Tools such as TACTix(flagship AI platform for predictive maintenance), FlexDeploy (easy deployment of any Oracle object), TAAM (proactive monitoring tool).

• Implement strong delivery framework and governance.

• Metrics dashboard


TechM is Committed to provide YoY Productivity Improvements

Automation utilities implemented to reduce manual

effort in production support processes

Multi-skilling of FTE – improved efficiencies

Lean Six Sigma Initiatives

Vitality and Simplification

Process Value Stream Mapping

0 - 3 months

Risk Free Transition

SLA Base lining & Support Stabilization

Establish Knowledge

Repository

Implement strong delivery

framework

Process Standardization

Metrics Dashboard

4 - 8 months

Optimal Onsite-Offshore Ratio

Optimizing FTE count

Demand Reduction

KM Enrichment

Improved Customer Experience

Management

8 - 14 months

14 – 24 months

YoY Productivity

Improvement of 5%

through NextGen AMS



Next Generation ASM from TechM


Traditional AMS Challenges today

People

dependent

service delivery ?• Lack of smart knowledge

management

Lack of

business agility

in AMS- Long release cycle for

changes

Lack of Basic

Discipline- DB and Design standards

- RCA Quality

- Prevention of recurrence

- Unsupported

infrastructure

AMS is cost of

failure. • Self-cure, self-manageable

systems needed

• Reduce the AMS cost to

near-zero.

Repetitive

manual task• Human error impacting

reliability of the systems

• Employee demotivation

Source: Gartner


Tech M Response - Shift Left Approach

Self Healing

PREVENT

Problem Before they Occur Problem Before user Calls When User Calls

Shared Service

RESOLUTION

Remote Agent

RESOLUTION

Onsite Agent

RESOLUTION

Self Service

SOLVE

Call Elimination

Call Deflection

Quick Attention

Improve Efficiency

Quick Turnaround

Elapsed Time for ResolutionLow

Incid

en

t V

olu

me

Lo

wH

igh

$ $$ $$$

High

Reduced Cost

Increased Satisfaction

Cost per

Incident

Call Elimination/

Self Service

Customer First

ApproachMaking KCS a Priority

Increase First Contact

Resolution


Tech M

AQT

Robotic Process

Automation (RPA) for

all manual repetitive

task automation

Predictive Analytics

for Capacity

Management and

Incident Forecasting

Intelligent

Monitoring, Health

check Housekeeping

Scripts and

Orchestration for

IT process

Automation

Artificial Intelligence

platform for Ticket

classification and map to

solutions in Orchestrator

Tech M’s Next Generation ASM Overview

PRISM

TAAM

Talend Symphony


Application Support and Maintenance – Tools Overview

Incident Management

Intelligent Monitoring, Housekeeping & Health-check

(MHH)

Incident reduction and Control

Proactive SLA Analytics and Reporting

AI Based Automation

CUBES – OTRS CUBES SOP Manager

(Manages SOP, RCA, KEDB & RMCB)

CUBES – SLAM (SLA Manager)

Talend-Symphony Orchestrator

Scripting Automation

CUBES- TAAM FixStream Meridian -

Commercial CUBES-NAGIO

TACTiX


Our Goal – Zero People Involvement (ZPI)



Focus areas for Automation Adoption


• E2E Intelligent AMS management platform covering all aspects of AMS that include Service Operations, Monitoring and Transformation

• Tech Mahindra owned Solution which applies principles of ITIL framework that enables Automation, Predictability, Throughput Optimization and Shared Services

Incident Management Application MonitoringInterfaces/Batch Jobs

MonitoringCustomer Experience

Monitoring

SLA Management

Cubes seamlessly covers the following areas:

CxO Reports /Dashboards Knowledge Management TacTix – AI Platform

Rewards & Recognition Team Productivity SOPs, Task Manager Continuous Improvement

Tools

Integrated Workbench

SLAM 2.0 TAAM 2.0 TACTiX PBS 2.0 CIP & CSIP JSK OTRS Incident

Management

Cloud version TacTix - Mobile

App Service Level

Dashboard Workflow

Automation Analytics Task Monitor Connect for HPSM,

ServiceNow Netcool, Smarts,

Spectrum support

Cu

be

s 2

.0Fu

ture

re

leas

e

Our AMS Suite of tools


TACTiX™

AI Powered Knowledge Engine for Operations Automation

Features

IT/Business Operations optimization using AI

techniques

Natural Language Processing (NLP), Machine

Learning techniques

Uses multiple feedback and knowledge

systems to continuously evolve and improve

call resolutions

Learns and invokes actions based on artificial

intelligence

Improves recommendations using social

intelligence and assists SMEs while resolving

incidents for rapid closure

Realized Benefits

Improved Operation Metrics and KPIs

Lower cost of operations

Reduction in manual efforts triggering higher

utilization of resources in more value adding

tasks

Improved Customer experience

Upto 80% service requests auto-categorised and mapped to actions

Potential application use-cases beyond ITSM in Healthcare

Diagnostics, Smart Home, Smart City, Process Intelligence, IoT,

Human-machine interaction, etc.


Automate all manual tasks – Repetitive SOP based

Background: In our audit we found that in most of the engagements, ASM activities are not documented in the form of the Standard Operating Procedures (SOP). Knowledge to deliver the activity / task lies with individuals.

Approach: 1. Create a central repository of SOPs. 2. Run a focused program to increase the number

and quality of SOP with a SOP librarian.3. Establish a team of Automation Engineers who

has the scripts and Orchestrator skills.4. Prepare a roadmap for automation of all SOPs

using scripts and Orchestrators.

Opportunity: More than 50 % of the ASM tasks can be documented into well defined SOPs and hence can be automated using scripts and Orchestrator tools.

Benefits: 1. ASM Effort reduction 5% to 25% depending upon

the current level 2. Better reliability of the service delivered. 3. Reduced dependency on individual resources 4. Better knowledge management.

Case Studies :

Tools Recommended:

1. Tech M CUBES SOP Manager – to manage theSOPs

2. Automation scripts – for automating simplerepetitive tasks.

3. Talend : Orchestrator for automating complex SOPbased tasks.- OpenSource

4. .………………… is a open source job scheduler andrunbook automation solution with which we canautomate any complex scenario.

5. ServiceNOW - Orchestrator module : forautomating complex SOP based tasks.-Commercial product. Licenses are available for use


Intelligent MHH (Monitoring , Health-check, Housekeeping)

Proactive MaintenanceMonitoring, Health-check and Housekeeping (MHH) areimportant proactive maintenance activities. Automation ofMHH is a journey in terms of maturity level and areas such asInfrastructure, OS, DB, Apps.server, Application and businesstransactions.

Intelligent Automation Approach:1. MAMI Framework: Using Tech M MAMI Framework,

assess the maturity level and prepare a roadmap to reachLevel 5.

2. Intelligent Monitoring: Intelligent scripts with self – cureand self remediation. Monitor the root cause and not thesymptom alone.

3. Health-check : Automate all the regular (hourly, daily,weekly and monthly) health-check and reporting usingintelligent self-cure and self remediation scripts.

4. Housekeeping: Identify all housekeeping activities andautomate them.

Opportunity:20 to 30% of the ASM effort is spent on MHH. Tech MFramework MAMI (Monitoring Automation Maturity Index)defines the approach for monitoring and improving in thematurity level .

Case Studies:

Apps

Infra

TAAMMonitoring

Symphony

Orchestrator

Intelligent

Scripts for

MHH


Intelligent , Proactive SLA management using tools

Background:Contractual SLA tracking and reporting is happeningin most of the accounts with PMO teams anddelivery teams using Excel sheets and manual datacrunching. In a few accounts the team on theground does not understand the fine details of SLAmeasurement and reporting.

Approach:1. Using Tech M SLA Manager or the tool used by

the customer but create a Dashboard thatshows the SLA performance real time

2. Hourly report on key events such as P1, P2open tickets

3. Daily SLA dashboard snapshot as “GoodMorning Customer “ email.

Opportunity:SLA tracking at application level, tower level andengagement level and proactively tracking real timeusing tools and dashboard and being transparentwith the customer is an opportunity to wincustomer confidence.

Tools Recommended:

1. Tech M CUBES SLAM (SLA Manager)2. You can use the ITSM tool the customer is already

using, but can add the features mentioned in the approach

Benefits: 1. ASM Effort reduction 1 to 2% depending upon the

current level 2. Trust through transparency

Case Studies:

http://www.carphonewarehouse.com/

http://www.carphonewarehouse.com/


Robotic Process Automation (RPA)

Manual Workarounds and activitiesWhile permanent fixes are awaited from the development team, several manual workarounds are done.Automate using scripts or RPA tools1. Create a central repository of SOPs. 2. Run a focused program to increase the number and

quality of SOP with a SOP librarian.3. Establish a team of Automation Engineers who has

the scripts or create Software Robots using RPA tool UNO

4. Prepare a roadmap for automation of all SOPs using scripts and Orchestrators.

Opportunity: More than 50 % of the ASM tasks can be documented into well defined SOPs and hence can be automated using RPA tool UNO or using scripts and Orchestrator tools.

Case Studies :

A Large telco

in Philippines

A Large US

Retailer


TAAM - Technology Agnostic Availability Monitoring

TAAM (Technology Agnostic Availability Monitoring) is an open source based proactive monitoring tool. It is used to monitor servers, COTS products and application. It displays the monitored data in a dashboard fashion. Thresholds can be set for every monitored parameter and RAG status is displayed accordingly. In addition it can also send email notifications.

Custom dashboards can also be created dynamically and display information in graphical format. The tool is extremely useful for trending and capacity planning. TAAM also has an option to link SOPs (Standard Operating Procedures) for every monitored parameter so that support teams can take relevant actions when thresholds are breached.

TAAM also features a Self Heal functionality that can be enabled by executing script on a remote machine. A typical scenario for the same would be cleaning up of a file system which is filed up.

The tool can send notifications (email) for breached thresholds

Reference: 50 applications are currently being monitored by TAAM. Many incidents have been avoided due to the proactive monitoring provided by TAAM.


Nagios Monitoring

Nagios is another open source based Comprehensive IT Infrastructure monitoring tool which provides monitoring of all mission-critical infra-structure components.The benefits include –

Visibility: Provides a central view of your entire IT operations

network and business Processes. Awareness: Alerts are sent to IT staff, business stakeholders, and end

users via email or mobile text messages.

Proactive Planning: Automated, integrated trending and capacity planning graphs

Customizability: A powerful GUI provides for customization

Ease of Use: Integrated web-based configuration Multi-Tenant Capabilities: Multi-user access to web interface allows

stakeholders to view relevant infrastructure status.

Extendable Architecture: Multiple APIs provide for simple integration with in-house and third-party applications (2000+

plugins available which makes it highly extendible).

Reference: Top telecom company in the UK , One of the leading IT company in Netherlands .


SLAM – SLA Manager

SLA Manager is a multi-user web-based reporting tool used to compare contractual Service Level Agreements against service delivery performance. It ensures that the service commitments made to customers are tracked and recorded against the defined Service Level Agreements. It also provides visibility on the performance of internal operational processes, teams and suppliers for management review and productivity analysis.

SLA Manager supports the philosophy of controlling the service performance by measuring the performance indicators like SLA and KPI's with graphical representation of the data supplied by the ITSM and operations. The periodic report cards from SLA Manager assist in an effective and efficient service-management. SLAM acts as a Decision Support System where periodic reviews of the reports help management to derive and regulate the strategic initiatives.

The tool is in line with ITIL V3 guidelines and cover Incident management, request fulfilment, Change Management, Availability Management, Problem management, Capacity Management and CSI.

It accepts manual and automated feeds for data input and provides pictorial representation of data in reports which can be exported to excel.

Reference: 3 Major Telecom Operators in Europe


CUBES

Area Degree of

compliance

Details

Process Full Pink Verify certification for 11 processes

Security – Monitoring &

Connectors

Full Uses 256 Bit SSL encryption and adaptors, connectors are certified to be used on

respective technology platforms

Industry standards – data

security

Full PCI DSS compliant

High availability Full HA platform available

Functional Compliance:

Non- Functional compliance:

ServiceNow

- ITSM

- Auto-discovery

ServiceNow

AppLink Adaptor

HP Sitescope for IT infra monitoring (agent less)

HP NNMi + iSPI for network monitoring (agent less)

HP Ops Bridge + Omi packs for Event co-

relation & management

HP Service Health Reporter

Business services

Application

Server, DB

OS, Virtualization

Network

ServiceNow Orchestrator


Reports are developed in XML Publisher

Each setup will have separate outputs in excel format

Below concurrent programs are developed for each module.

Report is provided with ALL parameter by which will generate

output for all the setups in the module

When report is run from subledger modules it will pick setups

related to all operating Units (OU) irrespective of the OU to

which it is assigned. And in GL will pick setups related to all

Ledgers.

Report will be mostly useful in Upgrade and Support projects.

Key Features

• CONCERT_GL

• CONCERT_AP

• CONCERT_AR

• CONCERT_FA

• CONCERT_CM

Configuration Rule Extractor and Reporting Tool (CONCERT) will extract

setups module wise in 5 Finance modules, it will extract all the setups

given in parameters and provide output in the excel format.

CONCERT


FlexDeploy for DevOpsFlexDeploy is an end to end release management product specifically built for Oracle platform which can

seamlessly orchestrate and automate Build, Deploy, Test and Release Processes across your ecosystem.

Source Control

ManagementTest

Environment Management• Configure deployment targets

• Deploy to Physical, Virtual, Cloud

• Agentless Architecture

• Fast Rollback

Workflow Configuration• Graphical Workflow Editor

• Organize Projects, Applications

• Pre-built Plugins and Integrations

• Reuse workflows across many

projects and applications

Scheduling & Execution• Self Service or Scheduled tasks

• Built-in Artifact Repository

• Built-in Continuous Integration

• Configurable Approval Process

• Test Automation Framework

Visibility & Reporting• Dashboards and reports for

real time and historical data

• Flexible Notifications

• Improves Compliance/Audit

• Easy access to Change and

Error Logs


Tool / Asset DetailsDuring the pre-transition (planning) or transition phase, Tech Mahindra proposes to use its “Oracle

Environment Snapshot Tool” that can extract all the Oracle Application related information to help plan the

transition and to help cross-verify the coverage of knowledge transfer (to find any gaps).

Tool /Asset Outcomes or Benefits

Asset / Tool

Benefits Reports Application/ environment health, attributes and details

Application modules installed/ shared, licenses

Gathers info on Patch-set levels in different functional areas

Gathers insights into Database health and database details

Extracts details of all the application customizations (custom objects)

breakup by customization category

Reports on High level application information (such as high level

organization structure, profiles etc.)

Language settings

Change frequency of custom programs

EPSELON Environment Snapshot Tool


EPSELON Environment Snapshot – Report Details

1 Application Baseline Report

Application Information

Rdbms Version

Patchset And Application

Information

NLS Parameters Details

Database And Instance Details

Nodes Information

Printers Definition Listing

Key Flexfields Listing

Users And Associated

Responsibilities Listing

Business Group, Legal Entity,

Operating Unit, Set Of Books

Details

2 Custom Components Report

Custom Database Objects Count

Custom Database Objects Details

Custom Profile Options Details

Custom Concurrent Request Set

Details

Custom Defined Report Counts

Custom Defined Report Details

Custom Defined Form Counts

Custom Defined Form Details

Custom Defined Alerts Details

Custom Defined Descriptive

Flexfields Listing

Custom Defined Executables

Counts

Custom Defined Executables

Details

Custom Lookup Details

Custom Defined Workflow Details

Custom Defined Messages

Listing

Database Links Listing

Top 50 Populated Tables

OAF Customization listing (CO

extensions)

OAF Customization listing (VO

extensions)

OAF Personalization listing

Forms customized using forms

personalization

3 Job Scheduling Reports

Custom Concurrent Programs

Listing

Concurrent Programs - Phase

And Status Wise

Concurrent Programs -

Frequency Of Use

Concurrent Programs Ending In

Error

Long Running Programs Listing

Scheduled Program Details

Concurrent Programs And

Executables Changed In Last 360

Days

4 Database Schema Report

Schema Wise Invalid Objects

Listing

Schema and Table Record

Details



Success Stories


Business challenges: Improve customer experience and reduce AHT Meet growing volumes, reduce agent training & onboarding time Work around the existing IT stack without any integration (to counter

possible security issues)

Solution: Tech Mahindra’s solution involved the assessment of the current front

office processes and implementation of Robotic Process Automation with the aid of its in-house developed platform UNO

The solution helped automate manual predictive processes in the front office and also helped operation associates to handle business processes effectively with reduced average handling time

Few of the process efficiencies achieved by the solution include- Reduced 20+ steps to 5 steps in Billing Enquiries- Reduced Resend Bill to just a 2 clicks process- Reduced Financial Account Status to just a 2 clicks process

Reduction in Average

Handling Time (AHT)

Annual savings leading to

reduction in OPEX

Reduction in manual errors

and faster support services

Improved customer

experience, by reducing HOLD

time

20% $1.2Mn

AQT Success StoriesAutomation of Front Office Processes with Robotic Process Automation for a Large

Telco in Philippines


Business challenges: The customer’s service operations center was facing major problems

of increasing call resolution times and high dependency on human interference

The cost of operations for running the center was also escalating to new figures every day. There was a need to integrate the existing ticketing system without causing any disturbance to regular BAU activities

Solution: Tech Mahindra implemented TACTiX for automation of incident

management based on its Artificial Intelligence Platform for Business & IT Operations to address the service center inefficiencies

The solution was deployed and integrated into the customer’s pre-existing ecosystem for ticket handling

Using the Text Analytics and Natural language Processing abilities, it automates incident categorization as per Standard Operating procedure recommending appropriate resolution

The solution continuously automates resolution for similar or future incidents as self learning & self healing system

Reduction in mean time for

overall diagnosis & repair

Lower operations cost

Higher utilization of existing resources

Incidents were resolved with

least time

80% 40%

40% 80%

AQT Success StoriesArtificial Intelligence based Automated Incidence Management System for a leading

telecom services provider in UK


AQT Success StoriesIntelligent application monitoring and alerting system for a leading

telecom services provider in UK

Business challenges: Customer’s services and post-sales support needs to be of the highest

quality while also consuming the least amount of time Central Order Fulfillment Platform’s dependency on multiple systems to

fulfill orders accurately and on time Total transactions handled per day by this system exceed 1million which

needs to be effectively monitored 24X7 for high performance and to prevent outages

Customer was not able to adhere to the SLAs leading to high customer dissatisfaction and delay in revenue realization and bad reputation in the market

Solution: Assessment of the customer’s existing monitoring solution Implementation of TAAMS (Technology Agnostics Application Monitoring

solution) module of the CUBES platform to build an integrated Smart Monitoring solution to provide automated assessment, incident monitoring and early detection of issues.

Integration with customer’s existing ITSM tool to proactively create tickets and send alerts through text messages and emails

Improved average order

fulfillment cycle time

Order fulfillment

success rates increased from

87%

Remediation tasks

automated

Reduced incident count

leading to reduced monthly outage

Increase in known error

coverage improving the predictability

Increase in MAMI index

from 28% in 3 months

15% 95% 100%

80% 97% 86%


AQT Success StoriesAutomation of Application Monitoring and Management System for a Mobile Phone

Retailer in UK at Zero License Cost

Business challenges: There was an urgent need to automate the service management process

and establish a better tacking solution in a cost effective manner. There were no reliable historical records, standard operating procedures, manuals, SLAs and reports to assess issue volumes and customer satisfaction rates.

Solution: Application support and maintenance solution based on the Tech

Mahindra’s CUBES platform. The platform was customized to integrate with the customer’s existing systems including Web Frontend, Transport Module, Custom mapping modules, Invoker modules, Operation modules, etc.

The solution covered and enabled the automation of Incident Management, Problem Management, Service Request Management, Change Management and Knowledge Management.

The solution was integrated with multiple applications- MS Exchange Server via EWS for alerts- SLAM for SLA Reporting and Analytics- Nagios for Event Management

Intelligent Real time support mechanism of up-gradation and degradation of priorities and SLAs depending on event severity.

License cost saving

Automated monitoring coverage

increased from 0% to 85%

Enabled all critical

components of ITSM in same

platform

Easy integration with customer’s

existing environment

500K GBP 85%


Disclaimer

Tech Mahindra Limited, herein referred to as TechM provide a wide array of presentations and reports, with the contributions of various

professionals. These presentations and reports are for informational purposes and private circulation only and do not constitute an offer to buy or

sell any securities mentioned therein. They do not purport to be a complete description of the markets conditions or developments referred to in

the material. While utmost care has been taken in preparing the above, we claim no responsibility for their accuracy. We shall not be liable for

any direct or indirect losses arising from the use thereof and the viewers are requested to use the information contained herein at their own risk.

These presentations and reports should not be reproduced, re-circulated, published in any media, website or otherwise, in any form or manner,

in part or as a whole, without the express consent in writing of TechM or its subsidiaries. Any unauthorized use, disclosure or public

dissemination of information contained herein is prohibited. Unless specifically noted, TechM is not responsible for the content of these

presentations and/or the opinions of the presenters. Individual situations and local practices and standards may vary, so viewers and others

utilizing information contained within a presentation are free to adopt differing standards and approaches as they see fit. You may not repackage

or sell the presentation. Products and names mentioned in materials or presentations are the property of their respective owners and the

mention of them does not constitute an endorsement by TechM. Information contained in a presentation hosted or promoted by TechM is

provided “as is” without warranty of any kind, either expressed or implied, including any warranty of merchantability or fitness for a particular

purpose. TechM assumes no liability or responsibility for the contents of a presentation or the opinions expressed by the presenters. All

expressions of opinion are subject to change without notice.

Thank you.Visit us at www.techmahindra.com

http://www.techmahindra.com/



Appendix


• Built by our experts with solid

experience in AMS transition

process

• Can be directly downloaded from

our repository and setup in

customer environment in a few

hours’ time

• Manual effort is significantly

reduced

Features

• Concurrent programs are

developed for each module and

they are portable to customer

environment.

• Complete automated setup

extraction helps in accelerating

the AMS Transition Process

• Output is flexible based on the

parameters provided at the time

of running of the tool

Benefits Differentiators

CONCERT – Configuration Extractor and Reporting Tool

• Reports are developed in XML Publisher• Each setup will have separate outputs in

excel format

• Report is provided with ALL parameter by

which will generate output for all the setups in the module

• When report is run from subledger

modules it will pick setups related to all

operating Units (OU) irrespective of the OU to which it is assigned. And in GL will

pick setups related to all Ledgers.

Configuration Extractor and Reporting Tool (CONCERT) will extract setups module wise in in Financials area. It will extract all the setups based on the input parameters and provide output in the excel format.

Below are the modules covered in Oracle Finance

General Ledger

Accounts Payables

Accounts Receivables

Fixed Assets

Cash Management


Update ServiceNow

on ticket closure

Scripts to pull new tickets and

load in JMS

JMS Active Input

QueueMaps the ticket

to Solution

Script JMS

Active Out

Queue

Listen to JMS

Orchestrator and TACTiX(ZPI) Zero people intensity solution

Documents

Tech M Next Gen AMS - Oracle innovation HUB · Tech M Next Gen AMS . Copyright © 2016. ... Tech M CUBES SOP Manager –to manage the ... runbook automation solution with which we