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Fallback WFM

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biml2002
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4 views

Fallback WFM

Uploaded by

biml2002
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 8

Agenda

• Root cause Analysis of outage


• Fall Back Plan
• Action plan for S&D
• Country list and timeline
• Q&A

EMC CONFIDENTIAL—INTERNAL USE ONLY. 1


Root cause Analysis 1/2
• Following the planned system outage from 12:30 to 2:30PM on
Thursday 21st July, we experienced instability within the
application throughout Thursday evening and into Friday
Morning resulting in adapter failures in the environment
• Due to the system instabilities, the EMEA/APJ CS Field
leadership temporarily reverted back to manual processes using
Triage Trac and ordering parts directly from 3PLPs until will
EMC IT and Servigistics work towards root cause and
corrective action to prevent a similar outage from reoccurring.

EMC CONFIDENTIAL—INTERNAL USE ONLY. 2


Root cause Analysis 2/2
• At this time the North East and Canada have continued to utilize Phase 1
and Parts ordering, while Australia and Japan have continued to use Phase 1
functionality, ordering their parts using the old process. Since the system
restart at 9:30 am Friday 22nd, no further instability has been experienced.
• There were a number of Servigistics project and support resources onsite
that were flown in on Thursday, additionally, Servigistics flew in additional
infrastructure and development resources this weekend to work with EMC
IT to continue to examine EMC’s environment, root-cause , and remediate
the recent environment instability.
• Throughout the last 36 hours they have been examining the entire end-to-
end solution and have designed numerous test scenarios that we will be
executing throughout tonight and into tomorrow to prove out some theories.
At this stage the avenues are pointing to Parts Locator in EMEA/APJ
as the potential cause and SVG have given us the green light continue to
use Phase 1 functionality.

EMC CONFIDENTIAL—INTERNAL USE ONLY. 3


Fallback Plan to WFM/APJ – 1/2
• Throughout this week the three countries who went live on on
the 16-Jul (SEA, KR and GC) will revert back to WFM Phase
1 functionality
• Part orders continue to be handled via direct contact to
JNE/NEC
• WFM is already configured back to Phase 1
• S&D will process tasks within WFM and CEs use BB to
debrief their time

• All tickets did continue to import into WFM after the


outage and transfer to Triage Trac

EMC CONFIDENTIAL—INTERNAL USE ONLY. 4


Fallback Plan to WFM 2/2 - Tickets updates in WFM
• All Tickets in WIP: No update needed in WFM – these will be “on
hold” – “requires customer contact”
– Observe any updates in the TT Details field to update the onhold code
• All tickets in SCHEDULED: Update WFM Ticket with the
scheduled start/end time recorded in TT
• All Tickets in ASSIGNED: Update WFM Ticket with the
scheduled start/end time recorded in TT and PIN the CE the ticket
was assigned to
• All Tickets in INTRANSIT: Update WFM Ticket with the
scheduled start/end time recorded in TT and PIN the CE the ticket
was assigned to, plus move the ticket to “travel started”
• All Tickets in ONSITE: Update WFM Ticket with the scheduled
start/end time recorded in TT and PIN the CE the ticket was
assigned to, plus move the ticket to “onsite”
• All Tickets in COMPLETED: Update WFM Ticket by moving it
to “cancelled” – “Admin – remote”

EMC CONFIDENTIAL—INTERNAL USE ONLY. 5


What to watch out for
• Some tickets imported to WFM may still have the “Part
required“ flag set to “YES“
– For Phase 1 functionality switch this flag to “NO“
• Some tickets may have parts added to the product/parts tab
– For Phase 1 functionality remove the parts from the ticket

EMC CONFIDENTIAL—INTERNAL USE ONLY. 6


Timeline/Country reverting back to WFM Phase 1
Dates reflect OH shift within the fallback shall take place

• Japan and ANZ -> Already using WFM Phase 1

• SEA, KR and GC -> 7/25/11

EMC CONFIDENTIAL—INTERNAL USE ONLY. 7


Q&A

EMC CONFIDENTIAL—INTERNAL USE ONLY. 8

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