Production Support in FICO

[Former Member]

Hi,

What do u mean by production que in a live environment and what are the typical issues faced in a live environment , production support role in FI, GL AR, Special purpose ledger

Thanks

Dev

[andreas_mann3]

Hi,

-problems with interfaces (from foreign systems)

-problems with month-end / yera-end activities

-missing / false customizing

-problems from missing testing / quality-security by

new reports / applications

A.

[Former Member]

We provided everything from new enhancements, new functionality, trouble shooting, report writing, interface management and master data control.

Once the system had bedded in after a few months we delegated some of the control work to a central control team so we could work on more developmental projects and business as usual support.

We still provide core hours support for the main system, consultancy to the business and we still support core functions, such as Payments/Bacs/Cheque runs, EBS etcetera.

The main issues we faced were that the training provided to users in advance of Go-Live was not prepared on the final configuraion version due to conflicting deadlines.

Also, there were certain users that followed their training manuals step by step (using the examples provided in their training guide... cost centres, gl accounts - instead of their own codes)

Five years down the line, we are still maintaining and enhancing the system, and we have responsibility for patch testing every six months and integration testing and process documentation...

[former_member601419]

Hi production support would be after go live. You help the users with day to day activits, maybe clear some processes. Help with month end and eyar end activities.

Eg User cant pay a vendor and she will come and ask you why she the vendor doesnt appear in F110. Then you need to investigate and let the user know how to fix it.

Whatever errors they get you have to solve them.

User accidently cancelled a check and would want to know

how to revoid it.

they would want to know how to see a particular report. You may have to create the reports they need. Depends on how other modules are doing as well.

If other modules have to go live you perform integration activities with them.

You will find general issues on this forum.

You never know what problems the users come with.

Hope this helps.

plz assign points as a way of thanking.