Fusion Practices’ goal is to deliver and exceed the agreed service and quality levels in Oracle Cloud ERP Managed Support Services by providing best practices, shared knowledge and guidelines to activities that contribute to IT operational excellence, using the Information Technology Infrastructure Library (ITIL) methodology and pre-agreed Service Level Agreements (SLA). Our Managed Support Services are an integrated offering that helps customers drive strategic initiatives and achieve cost-benefit on customer’s investment.
Our support program is bundled with various essential services such as proactive monitoring, environment management, problem management and is more than merely an incident/ticket-based service. This end-to-end ownership enables our clients with the best user experience thus ensuring minimum or no disruption to customers’ BAU processes.
This blog highlights the business processes and modules included as part of the managed support offered by us in Oracle Cloud Financials, HCM and EPM that includes PBCS, FCCS, ARCS and Narrative reporting:
Work Area
Oracle Fusion Financials Cloud Service
Oracle Fusion Expenses Cloud Service
Oracle Fusion Self Service Procurement Cloud Service
Oracle Fusion Purchasing Cloud Service
Oracle Fusion Sourcing Cloud Service
Oracle Fusion Supplier Portal Cloud Service
Oracle Fusion WebCenter Forms Recognition Cloud Service
Oracle Planning and Budgeting Cloud Service
Oracle Fusion Human Capital Management Base Cloud Service
Oracle Fusion Goal and Performance Management Cloud Service
Oracle Fusion Talent Review and Succession Management Cloud Service
Oracle Fusion Workforce Compensation Cloud Service
Oracle Talent Acquisition and Recruitment Cloud Service
FCCS
PBCS
ARCS
Narrative reporting
Modules/High Level Processes
General Ledger, Payables, Cash Management, Assets and Receivables modules covering Record to Report, Procure to Pay, Acquire to Retire, Receivables, Cash/Bank management processes
Employee reimbursements and advances
Requisitioning process
Purchaser Orders, Agreements, Contracts and Change Orders
Negotiations, RFP, RFI, RFQ, Bid
Supplier management
Invoice scanning
Reporting, Planning, Budget, Forecast, Scenario modelling
Core HR processes, Absence, Benefits, Onboarding, Workforce Management
Goal and performance management for employees, contractors, partners etc
Talent Management and Workforce Compensation Cloud Service for your employees, contractors, partners and any other individuals that are managed and/or tracked
Sourcing, Screening, Interview & onboarding of candidates Oracle Talent Acquisition and Recruitment Cloud Service
Finance consolidation and last mile reporting for MI and regulatory submissions
Planning, budgeting and forecasting
For account reconciliations across source systems and GL
For Management information packs
Our Managed Support Structure services are provided across Oracle Cloud Financials, Oracle HCM, EPM, Oracle PAAS databases, Oracle Cloud Infrastructure. Our typical structure is outlined as below:
Incident Management
- Logging , Categorisation , Prioritisation & Assignment & Resolution
- Task creation & management
- SLA & Escalation management
Release Management
- Release and Deployment Management
- Release building and designing
- Planning
- Rollout Planning
- Testing Communication
Problem Management
- Proactive reviews of incidents
- Problem logging
- Investigation and diagnosis
- Permanent resolution
Regression Testing
- Fusion Practices CloudTestMate for automated, faster and accurate testing
- Producing Regression Test Pack (UAT Test scripts)
- Support team will enhance test scripts as per the changes/upgrades
Change Management
- Enhancements and value add
- Co-ordinate with Company Level 1 and FPMS Level 2 & Level 3
- Assessing & Presenting the changes in CAB for authorisation
Performance Testing
- Performance testing through the automated testing tool.
- Regular monitoring detailed reports provided by Oracle on the performance
- Deviations on performance raised with Oracle for troubleshooting/Resizing the environment
Configuration Management
- Configuration identification
- Planning & Configuration control
- Version control
- Verification and functional, system and physical audit
Minor Enhancements
- Minor enhancements, changes bundled as part of the Managed support
- Package each minor enhancement for release, handing over to customer for final integration and user acceptance testing, and promotion to production
Event Management
- Continuous & Proactive monitoring and alerting
- End to end monitoring of all Oracle applications
- Monitoring production services – applying both proactive checking and in response to Incidents
Environment Management
- Engaging with Oracle for P2T activities
- Collaborating with different teams – In Flight Projects and support to allocate environments
- Environment Calendar maintenance
Fusion Practices through its various managed support engagements have gained in depth knowledge in Oracle applications especially in Oracle Cloud ERP. Fusion Practices support model provides comprehensive support for all Information Technology Infrastructure Library (ITIL) functions across all components and including escalations to Oracle, the application vendor.
