RAJASTHAN RAJYA VIDYUT PRASARAN NIGAM LIMITEDOFFlCE OF THESUPERINTENDING ENGINEER (MIS&IT)

Regd. Office: Vidyut Bhawan, lanpath, Jvoti Nogar, Jaipur-30200S

--_._----_ ...__ ._----------No. R'IPN/SE (Iv1iS&iT)/ XEn-l/!)AP-ERP/HelpDesk/D. 3'3.4

IT Ce:1tre ,RVPNL, Chambal Power House Premises,Jaipur-302006Phone: +91-141- 2239814 ,E-mail-se.mis@rvpn.co.in

Date: 2.6"0' It

OFFICE ORDER

Subject: - End user communication & help desk strategy during Go Live and post Go livesupport for successfut implementation of SAPERP INRVPNL.

The Go-liveHelpdesk is an interim setup to help the organization to transition smoothly in theinitial stage after Go-Live.This strategy is designsd to establish a support team that assists end­users in solving SAPERPSystem related functional, technical and eqUipment issues as under.(A).DeSigned of Help Desk Strategy :_

1. End users will first contact the local support team (Master trainer)/Domain core team forproblems faced.

2. Domain core team /Local support team will try to solve the problem and in case they arenot able to solve, the same will be escalated to Level-2(IT Core Team) central helpdesk.

3. IT Core team will try to resolve the problem and in case they are not able to solve,She/he will assign a running serial number to the issue logged in and inform to Yashrespective module team who will respond to the reporting person 'or' directly to the enduser.

4. The issue resolution will be undertaken by the IT core team and after closing of issue theywill inform the central help desk coordinator and also to Level-S about status ofresolution/closing the issues with maintaining the register for all the problems.

5. The "issue Log form" in excel sheet will be created/available at RVPNWeb portal'or' onGoogleand same can be tracked for further closure.

6. One central mail Id will be provided to end user-support.sap@rvpn.co.in for sending theproblem in "issue Log form".

7. Escalation matrix to handle the support issues effectively with priority levels(L-l,L-2,L-3)assign to RVPN-ITteam has been framed module wise with contact number, e-mail IDetc.

- and are available on RVPNWEB Portal. All users will follow the flow chart of prioritylevels(Level-l, Level-2, Level-3) for support and resolving their issues.

8. The User will first send the e-mail to Level-l i.e. respective (Domain Core team) withfulfilling complete details of problem related to modules of SAP in prescribed "issue Logform". The Domain Core Team(Level-l) will first responsible and try to resolve the issuesat their level.

9. In case the issue is not being resolved at the Level-L than Level-l i.e. respective (DomainCore team) will send/forward this mail to Level-2 i.e. Module in charge (IT Team ofRVPN)who decide of its priority (High/Low) and try to resolve their level with help ofYash team.

10.ln case the issue is not being resolve at Level-2 by Yash , than mail will forwarded toLevel-3 who will discussed with Project Manager- Yash & take necessary step/action toresolve this issue.

11: RVPN respective IT Team i.e, in charge of Module will maintain the issue tracker registerwith all solution provided, pending, critical, and same will be discussed on monthly basiswith project in charge & stake holder, Yash-Project Manager(SAP).

12. In case issue is related to SAP, Yash team will raise the issue to SAP and copy to the XEn­l(MIS&IT) , the SE(MIS&IT) and BSNL team as required. The solution from SAP will beimplemented by Yash or BSNL based on nature of problem.

13. The IP-Phones have been provided to all IT Team and Yash team(15 nos.) at their Desk atIT Centre, Chambal Power House Premises in which incoming & outgoing calls areallowed and are in operation w.e.f 3.10.06. The users may also contact at their IP-Phonesof Domain Core Team(Levev-1) and IT Team(Level-2) to resolve issues of SAP.All Officers/Head of the office/Incharge/users are requested to follow the strategyas above guide lines to resolve the issues effectively related to SAP.EncI.:-l.Escalation Matrix, 2.IP-Phones ,3. "issue Log form"..:«

(B.C.Meena)Superintending Engineer(MIS&IT)

RVPN ]aipurCopy submitted/forwarded to the following for information and n/a please:-

1. The Director(Tech./Operation/Finance) RVPN ,Vidyut Bhawan , ]aipur .2. The Chief Engineer(T&C/P&C/PPD/CiVil/MPT&S/Comm./NPP&RA/LD) RVPN Iaipur,

Almer, Jodhpur.

3. The Chief Controller of Accounts, RVPN Vidyut Bhawan, Ialpur .:4. The Secretary(Admin.) RVPN .Vidyur Bhawan, ]aipur.

5. The RCOA/Sr.A.O/Ao.(T&C/P&C/PPD/CiVil/MPT&S/Comm.jNPP&RA/LD) RVPN ]aipur,Ajmer, Jodhpur, .

6. The Superintending Engineer (T&C) RVPN laipur, .7. The Executive Engineer-l /2/3(MIS&IT) RVPN IT Centre Chambal Power House, /Vidyut

Bhawan ]aipur.

8. The Dy. Secretary/Assistant SecretarY(GAD,Estt.-I/Il/lIl/PenSion)RVPN,Vidyut Bhawan,]aipur.

9. Sh ..·..· ~ Feeder Manager(MIS&IT/IT/T&C)RVPN, : ..10. Sh.jSmt JEN/Assistant Engineer(MIS&IT)RVPN ]aipur

11. Sh./Smt./Ms ]EN/ AEn/XEn-(Module lncharge-Core Team/IT Core Team, IT Centre Chambal Power House ,RVPN ]aipur.

12. Sh. Ashok Deshpandey [i-Project Manager- M/s-Yash Team, IT Centre [aipur,

) Domain

G? :-,n£Superintending Engin~IS&IT)

RVPN ]aipur

list of IP Phones to be installed at IT Centre & Chambal Power House CampusJaipur (IP-PBXSystem) Dial Phone-0141-2293713,2293715,2293716,2293718(Extn._as below mentioned)

'-

IPBX-IPPhoneEarmarked f'JrSN. Floor No.

Posts/DesignCJtion/section Room No. No.(Extn.Number)

1 Sh.B.C.MeenaSE(MIS&IT) 101 11010r----2 Sh.VermaAni! PI',To SE(MIS&IT) 102,___3 Not in Possesion 103r--

4 Sh.Pappu Lal Meena-TH/Kamlesh104 11040Meena-LDC/Kamal Singh UDC

(-- Ground Floor-5 Nos. IP Phone

Sh.A.K.VijayOS-II 104 11041,___5 Not in Possesion 105r-6 Not in Possesion 106r--7 Sh.RajeshBij AEn(Comm.) 107 11070r-8 Sh.K.K.UpadhyayFM(MIS&IT) 107 11071

Sh.SandeepJohri AEn(MIS&IT) 107 11072

9 Sh.Manish Athaiya XEns-201 12010l(MIS&IT)r---

Sh.Mukesh Chelani XEns-201 12011

102(MIS&IT)r-

Jen/Aen/Xen -11202 12020One Sitting

r-Smt. Babita Rathor Jen-FICO12 First Floor

203 12030- 22 Nos.IP Moduler---Phones

13 Himangini AEn-FICOModule 203 12031.._

r---14 Sh.Umesh Sharma AEn-MM

203 12032Module1-'-'-

15 Rajesh Arora AEn-MMModule 203 12033r---Smt.Anupma KapillEn-PS MOdulei16

203 12034

17 SAP Staff / Module Incharge12040, 12041r----

1812042 ,12043t---- .._

1912044 ,12045r--

2012046, 12047r---- 204

21 First Floor Sh.Praveen-MM module I

12048 ,12049Sh.Ashok Jhawar-PS Moduler--22

12051, 12052r--23

12053r- r---24

12054r--25 Not in Possesion-FLCC Control

205Room

26 Smt.Bhawana Hundawal AEn-301 13010HCMModuler--

27 Sh.Anshu lain AEn-PMModule 301 13011r--Sh. 301t-

Second Floor28 Sh. 301 13012t- - 7 Nos. IP Phones

29 Conference Hall 302 13020t-

Sh. Manswai Sharma len-PM303 13030

30Modulet-Sh.Prasant Saxena len-Basis

303 13031·31

Module

--~.~-.- -

33£r.o~ectionWin_g Chief Engineer (Protection)

14010Protection

r---- Chambal Power --Building34 HouseCampus

Superintending Engineer (Prot.)14011

35CE(Civil)

140121-

36 Civil Wing- AddI.CE(Civil)Civil Wing 14013Chambal Powerr----Building37 HouseCampus

SE(Civil)14014I--

38SE(Civil-QC)

14015

Total fP Phones= 40 Nos.

~£~~/Superintending Engineer(M_!$&IT)

RVPN Jaipur y