OCM (Overheads Costing Module) and

OROS (Activity base costing for distribution)

Support Processes
- Complementary Application

ITSM Service Management &

DS Solution Delivery
Vevey, 2007

GL-GLOBE/ September 20, 2010 1

 INTRODUCTION

I&PM team members

Should read the
Main audience GCs / Customer Care Managers
whole documentation
Application team lead

Application team members

Secondary Should only focus on
audience SDSM teams Topics where involved

The scope of this document includes:

• Application Scope
• Technical Architecture
• Support
• Incidents Priorities and Categorization
• Users Management

GL-GLOBE/ September 20, 2010 2

 Scope Description - OCM

OCM (Overheads Costing Module) is an application used to allocate white-collar costs as per the Activity
Base Costing (ABC) method. Data are received from source applications (GT/SAP, NEfamily, etc.), and
completed by a data capture by the OCM users. The application will then allocate costs as per the ABC
methodology. After that, data are sent back to the source application, (COPA for SAP). Reporting
functions are also available.
Application description should cover the following :
 Critical aspects of the application
 Allocation of White-Collar costs as per the ABC methodology
 Interface from and to GT/SAP via MW
 Interface from other accounting applications using an in-built Import functionality
 Interface to other accounting applications using flat files exported from OCM by the user
 Impact on Business
 Costs allocated more precisely than with other methods. ABC with OCM is part of the monthly bookclosing process.
 Interaction with other applications
 GT/SAP data received from, then sent back to after ABC allocation
 Same with non Globe accounting applications (NEfamily, etc.)

GL-GLOBE/ September 20, 2010 3

 Scope Description - OROS

OROS is a package, with several in-house built applications used to allocate distribution costs as
per the Activity Base Costing (ABC) method. Data are received from source applications
(GT/SAP, NEfamily, etc.), and completed by a data capture by the OROS users. The application
will then allocate costs as per the ABC methodology. After that, data are sent back to the
source application, (COPA for SAP). Reporting functions are also available.
Application description should cover the following :
 Critical aspects of the application
 Allocation of Distribution costs as per the ABC methodology
 Interface to source accounting applications using flat files exported from OCM by the user
 Impact on Business
 Costs allocated more precisely than with other methods. ABC with OROS is part of the monthly
bookclosing process.
 Interaction with other applications
 GT/SAP data received from through flat files, then sent back to after ABC allocation
 Same with non Globe accounting applications (NEfamily, etc.)

GL-GLOBE/ September 20, 2010 4

 OCM Technical Architecture
System Architecture Overview

Non-GLOBE Markets GLOBE Markets

Non SNOW SNOW 2 SNOW 2

EUR RDC AMS RDC AOA RDC CSC RDC

CDC

Web Farm SQL Reporting File

NIKITA2 .NET Server Services Server

GL-GLOBE/ September 20, 2010 5

 OROS Technical Architecture
System Architecture Overview

Non-GLOBE Markets GLOBE Markets

Non SNOW SNOW 2 SNOW 2

OROS

EUR RDC AMS RDC AOA RDC CSC RDC

SNOASIS SNOASIS SNOASIS

OROS OROS OROS
File server File server File server

GL-GLOBE/ September 20, 2010 6

 OCM Technical Architecture
Application Architecture logical View
EBP BWG MMS
R3H
Enterprise Business mySAP
R/3 Human
Buyer APO EPS Information Management
Resources WPS
Professional Advanced Enterprise Warehouse Station MWH
SAP
Planner and Portal - Middleware
R3T KW Workplace XI
R3C Optimizer Standard v6 Hub
R/3 HR, Payroll Knowledge Exchange
R/3 Core
& Time Mgt. Warehouse Infrastructure

Nikita 2.0 Presentation Layer OCM Application MSP

Web Microsoft Project
Services Web Pages
Nikita 2.0 (ASPX)
APIs

.NET Business Layer

.Net Web
Business

Nestlé Enterprise Library

applications
Facade

MS Application Blocs
CRY

Application Library
ASP Crystal Reports
ASP Web
applications
SRS
SQL Business SQL Server
Reporting Services
Microsoft SQL Components
Server
OLAP
ORA Decision Support
Oracle

DB2
IBM DB2
RDBMS Data Layer
XMDR Data Access
SQL Server
Component BAT
Batch Server

SHSR
Shared
File Server

CAE
Complementary All All All All All All All
Applications
Endpoint
SRCH WF DMS IM EM MON SCH
Document
Search Workflow Incident Corporate Monitoring Scheduling
Management
Services Services Management Electronic Mail Services Services
Services

e-Infrastructure Infrastructure Documentum ServiceCenter Exchange Tivoli / Orion Tivoli

GL-GLOBE/ September 20, 2010 7

 OROS Technical Architecture
Application Architecture logical View
EBP BWG MMS
R3H
Enterprise Business mySAP
R/3 Human
Buyer APO EPS Information Management
Resources WPS
Professional Advanced Enterprise Warehouse Station MWH
SAP
Planner and Portal - Middleware
R3T KW Workplace XI
R3C Optimizer Standard v6 Hub
R/3 HR, Payroll Knowledge Exchange
R/3 Core
& Time Mgt. Warehouse Infrastructure

Nikita 2.0 Presentation Layer OROS Application

Web
Services Citrix page
Nikita 2.0
APIs

Business Layer
Citrix
Business

Nestlé Enterprise Library

Facade

MS Application Blocs
CRY

Application Library
Crystal Reports
Workstation

SRS
SQL Business SQL Server
Reporting Services
Microsoft SQL Components
Server
OLAP
ORA Decision Support
Oracle

DB2
IBM DB2
RDBMS Data Layer
XMDR Data Access
SQL Server
Component BAT
(Proprietary) Batch Server

SHSR
Shared
File Server

CAE
Complementary All All All All All All All
Applications
Endpoint
SRCH WF DMS IM EM MON SCH
Document
Search Workflow Incident Corporate Monitoring Scheduling
Management
Services Services Management Electronic Mail Services Services
Services

e-Infrastructure Infrastructure Documentum ServiceCenter Exchange Tivoli / Orion Tivoli

GL-GLOBE/ September 20, 2010 8

 Support Overview –

Globe Users

LGO LGO
Tech Func
LGO IT team

LGO DESKTOP team

LGO
SD
LGO NETWORK team
RG
RG
GC Desktop Support team
2nd Level Support
GC Security team

ITSM_NETWORK_SERVICES Group
GC_COMP-APPS_ABC
SD
Middleware RG
RG
GC_COMP-APPS_ABC

GCC_COMP-APPS_ABC 3rd Level Support

ITSM_WAN Group
SD GCC_COMP-APPS_ABC
ITSM_DBA

MW & COMP APPS RG

RG RG
RG
Middleware

GL-GLOBE/ September 20, 2010 9

 Detailed Support Process
Users SD Technical Support Functional Support

User Application logon

GCC_COMP-APPS_ABC
User Application Issue
Application Services Issues MW & COMP APPS

Assign Network Issues ITSM_WAN

3RD
DB Issues ITSM_DBA

BITS Server Issues

ITSM Operational Apps
BITS Client Issues

Global Interfaces Middleware

Network Issues: Network The GC Security team

connection or Webserver
Create, identification ITSM_NETWORK_SERVICES
Assign or
Escalate SNOW2 Issues (settings IE,
2ND Acrobat, Excel Web Reporting)
GC Desktop Support teams

Local & Global Interfaces Middleware

Application issues GC_COMP-APPS_ABC

Network Issues:
Network connection or LGO network team
Webserver identification

Create,
1ST Call Assign or
SNOW2 Issues (settings IE,
LGO desktop team
Acrobat, Excel Web Reporting)
Escalate

User Application logon

LGO apps team
BITS Client Issue

Functional support: Done by the Cost Management team at the Center

User Application logon issues: See slide 11 for more details.

GL-GLOBE/ September 20, 2010 10

 Interfaces
Globe Markets
• OCM receives 2 flat files from SAP and send back 1 with the result of the ABC
allocation
• OROS receives about 30 flat files from SAP, and send back 2 with the result
of the ABC allocation

Non-Globe Markets
• OCM receives 2 files from legacy accounting application, and send back 1
with the result of the ABC allocation
• OROS received about 30 files from legacy accounting application, and send
back one with the result of the ABC allocation

GL-GLOBE/ September 20, 2010 11

 FAQ - Frequent Incidents

 Question to ask
- Is the issue an OROS (distribution) or OCM (white-collar) one?
- What is the issue?
- Is it an application or SAP issue?
- What dataset (OCM) or Model (OROS) are you working on when the issue arises?
Which Time Period?
- What are you doing precisely when the issue is happening (Steps, Print screen)
- What is the error message (print screen)
- If you have an issue Importing or Exporting data, attach the file(s)

 Frequent Incidents
OROS Troubleshooting (Vers. 1.0) - http://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e237b
OCM Troubleshooting (Vers. 1.0) - http://ecm.ctr.nestle.com/globelib/drl/objectId/0900f3d3806e239c

Always assign to “GC_COMP-APPS_ABC”

 Additional Info
ABC = Activity Based Costing
BITS = Background Intelligent Transfer Service

GL-GLOBE/ September 20, 2010 12

 Priorities Definition
 Default technical priority : 3
 Default functional priority : 3

 P1 - condition for raising a P1 ticket

 Should not be raised
 P2 - condition for raising a P2 ticket (please remind contact of availability required for P2)
 Bookclosing period (every month form the 28 to the 12 of next month and
At least one Market (not country) impacted, preventing achieving the monthly bookclosing and no
workaround available (Excel, uploading directly to Magnitude, etc.)
 No web connectivity, OCM application unstable, SQLServer database has stopped or is unstable
 P3 - condition for raising a P3 ticket
 The issue is preventing calculating or validating the model
 Several users unable to connect, one of the web server down, BITS Services not available, Critical functional issues
 P4 - condition for raising a P4 ticket
 The issue is not impacting the monthly bookclosing process or the validation of the model
 Testing outside of bookclosing process, performance issues
 P5 - condition for raising a P5 ticket
 Any other conditions

GL-GLOBE/ September 20, 2010 13

 Incidents Categorization
SCIM

 Incidents
 Type of Incident and lines of SCIM to be used

GLOBE BUSINESS SOLUTION GLOBE BUSINESS SOLUTION

FC - PERFORM ACCOUNTING OPERATIONS

FC - PERFORM ACCOUNTING OPERATIONS

OCM OROS

•APP SERVICES •APP SERVICES

•DATABASE •SERVER
•SERVER •BITS
•BITS •INTERFACE
•INTERFACE •CITRIX
•XUPLOAD
•SSIS

 Requests
 Users managed by key users
 Citrix server access requirement in the usual way

GL-GLOBE/ September 20, 2010 14