CNC Managed Services for JD Edwards
In any of these cases, there are some common best practices and requirements for the CNC managed service team (MST) that should be met.
1.Assigned activities for the managed services team should have well-documented processes, with a clearly defined escalation procedure and reporting requirements. The provider should be able to assist you with creating these documents if they do not already exists.
2.Look to free-up internal experienced CNC staff by offloading routine tasks to the MST (Managed Service team). The team should handle both day-time and night-time support activities – providing 24×7 coverage.
3.Any project-related support needs, or non-routine tasks, should be jointly planned and tracked via ticketing system. This should be in addition to regular status reporting, and verbal communication.
4.The MST should provide documentation via a ticketing system to track all tasks and requests. This should include analytics on systematic issues and root cause analysis.
5.Internal experienced CNC staff should focus on strategic initiatives and long term planning. This will improve environment stability and progress in enabling business objectives.
6.MST should spend time on site to completely understand your environment and requirements.
7.If the MST is working on an on-demand basis they should spend time periodically to understand the environment and any changes being made, so when support needs arise they can ramp-up quickly.
8.MST should have regularly scheduled meetings on site with the IT leadership. The onsite meeting provides a face-to-face opportunity to connect with an otherwise unseen support staff.
9. The MST should provide recommendations and findings based on supporting the system. This can include suggestions on performance tuning, archiving/purging data, applying an ESU or upgrading to a new Tools release.