Implementation of SAP S/4 HANA at HPCL

POST GO LIVE SUPPORT

FINAL

27TH JUNE 2023

Agenda

Overview
❑ Deployment Strategy - Objectives ?
❑ Guiding Principles
❑ Post Go Live Support Command Structure ( Hub-Spoke Model)
❑ War Room handling
❑ Business As Usual handling
❑ Support Team

Process & Timelines

❑ Issue Resolution Process
❑ Issue Categorization, Resolution Timelines
❑ Issue Escalation Matrix
Deployment Strategy -Objectives

Hypercare” is the period after Go Live that is earmarked to help, handhold the HPCL business
users during the transition from the legacy JDE to New SAP S4 HANA environment.
What is Hypercare The main reason for the hyper care is to resolve any issues relating the applications , data
errors or handhold the users to adopt the new system in the correct manner and within a pre-
determined timeline. At HPCL Hyper care period is for 6 Months from date of Go Live

Considering HPCL’s Big Bang approach hyper care will focus on ensuring that during the post
What’s the Objective go-live any major issues raised by the business users will be resolved or addressed with a faster
turn around time to avoid detrimental impact to HPCL’s business functions.

It provides support to business users to facilitate a smooth transition in the period after the
application migration with the focus on the following key activities :
• Address P1 and P2 issues via the major incident management route ensuring that any
application availability issues are resolved by support bodies involved.
What does it involve? • Resolve end user incidents and decrease ticket backlogs.
• Identify & steer end-to-end root cause resolution, resolve & fix technical incidents,

• The SAP S4 HANA Solution, Middleware like PI/PO will be taken up as part of the solution
support.
What will be • SAP Solman ITSM to be used to capture P1 / P2 /P3 incidents and to be addressed based on
supported? the priorities set
• No SLA’s will be set in Solman ITSM during Hyper care period, SLA’s will be aggreged to
mutually between HPCL and Accenture AMS team and set up in ITSM at start of AMS
support from 01st Jan 2024.

Why is it
necessary? To ensure that there are minimal disruptions to be HPCL’s business functions during the
migration period
HYPER CARE 7 GUIDING PRINCIPLES

1 A ticket (Incident / Request) with appropriate prioritisation MUST be logged in

Solman ITSM to request support from Hypercare support teams

2 Centralised Hyper care reporting will be enabled to all parties as single version
of truth accessible by all

3 Hypercare point of contacts for HPCL, Accenture & Third Party Vendor teams
should be known and shared in Advance

4 Cadence for meetings should be setup prior to starting the Hypercare period to
ensure availability from responsible teams and stakeholders

5 Hyper care –Core Team consisting of Leads will be Centralized and operate from
HPCL ERP Centre

6 L1 to be HPCL CTMs, L2 to be Accenture Functional/ technical as applicable

Approval process for Transport Movements for Quick fixes, Roles and
7 Authorization Issues to be kept simple for First 1 month and to be revisited post
first month closure
HYPER CARE – ENTRY CRITERIA

Hypercare Entry Criteria defined below will be formally be the starting point of Hypercare Phase
1
HPCL S4 HANA Production system is in place, cutover activities have been completed and the System is released to
1 2
End users for Transactions

2 Solman ITSM has been configured along with the Issue resolution Matrix.
3
Dedicated Helpdesk has been setup and the point of the contacts information shared with the larger audience,
3 updated in the SAP GUI for end users to request support.
4
4 Hyper care War room has been set up, the L1, L2 and L3 Contact details have been put in place

5
5
Daily & Weekly Program level calls are setup with all involved parties to run weekly hyper care meetings for review of
the activities.

6 P1, P2 and P3 criteria has been defined and resolution timelines have been defined during the hyper care period.

For Third Party supported applications the respective third party contact points are known to the hyper care leads
7 from respective functional Areas
HYPER CARE – EXIT CRITERIA

Hypercare Exit Criteria defined below will be formally be the guiding principle for closure of Hypercare Phase
1
1 2
Closure of the P1, P2 , P3 Issues in the ITSM by the respective Leads of the Accenture and HPC.

2 Onboarding / Identification of the AMS team during the last Quarter of the AMS Support ( Oct –Dec 2023)
3
3 Completion of the KT , Reverse KT and shadow support to the AMS team.
4
Agreement on the SLA’s for the AMS duration and categorization of the Issues and configuration of the same in the
4 Solman ITSM.

5
5
Updation of the FS, TS, Config guides , User Manuals with the changes made to the system.

6 Closure of the Agreed objects moved to PGLS Build, tested and confirmed by CTMs.

7 Sign off on the Helpdesk Checklist by HPCL and Accenture AMS Lead and HPCL and Accenture Hypercare lead.
HYPER CARE – MONTH WORKING MODEL
The Post Go Live and Hypercare period at HPCL will be for a period of 6 Months from the day of Go Live. Hypercare duration is mentioned in the RFP and
post completion of the Hypercare period the System will be going over to the Application Maintenance system (AMS) mode.

1
Hypercare support is the responsibility of the Complete Project Team, consisting of HPCL CTMs and Accenture Functional and Technical Consultants. This
is critical phase of the project since this phase ensures stabilization of the SAP S4 HANA system and ensures end users are onboarded smoothly to the new
system and environment , while addressing any bugs, issues that surface in the live environment

2
During Hypercare the project team will ensure that any critical incidents that cause serious Business Impacts are closed on a higher priority, before the
Services are handed over to the AMS team. For continued support in the live environment, with agreed Service Agreements

For HPCL , the Hypercare period will be in place from 01st July 2023 to 31st Dec 2023.
3
* KT plan and reverse KT plan between the project and AMS Support teams will be taken into consideration based on the mutual agreement between HPCL
and Accenture Hyper care lead

4
5

L2-Accenture Leads Governance Lead –

L1-HPCL CTMS Hand holding Team
Hand Holding
 HYPER CARE – 6 Months - WORKING MODEL
4
5
01-July-2023
1 Hypercare Period (24 Weeks Duration)
01-Aug-2023
30-Sep-2023 31-Dec-2023
SAP GO HPCL HYPER CARE

2
Live SUPPORT END

6
Hypercare 7 3 Hypercare
( first month) Hypercare
(Fourth- Six months)
( second & third month)

Support Team

AMS Team

Solman ITSM
Notes

1. L1 Support will be provided by the HPCL CTMs or Power users who are part of the Project Aarohan

2. L2 Support will be provided by the designated Accenture Leads / Team members who are part of the Project Aarohan

L2-Accenture Leads Governance Lead –

L1-HPCL CTMS Hand holding Team
Hand Holding
HYPER CARE SUPPORT PLAN
Daily interaction with Business users on pre-defined meetings for the 6 Month hyper care phase

Accenture and HPCL Project teams will work with business users and handholding teams to ensure incidents are correctly logged and resolved in the timely
manner to enable the BAU operations for HPCL
Accenture

HPCL
Business Interlock • Daily meetings will be held between Functional leads & business HPCL IT Team
users through hyper care period Internal
• Incidents will be raised in SAP ITSM under the category
“Hypercare” to identify hyper care tickets
L2/L3 – Hypercare
Functional Functional support
Business Users
Lead POC HPCL Accenture
L1
HPCL users can call
the Service Desk L2

L3
HPCL Service Desk / Any Desk /WEB HOTLINE HPCL Internal IT Team
managing local
infrastructure
The method available to Triaging Only
users is to log ticket directly
Local Site Infrastructure Third
into SAP Solman ITSM or in HPCL Accenture
emergency cases call the Hypercare (SPOCS) Party
Service Desk
SAP SOLMAN SAP SOLMAN L1
ITSM ITSM Agreed method L2
of Contact
L3

HCPL /Third Party Managed by HPCL

(TAS/Commvault etc)

Accenture Core
SME Pool
HYPER CARE APPLICATION SUPPORT – WORKING MODEL

Finance Procurement SD IS-OIL HCM PP/QM PM, EHS Contact Methods

HPCL Power Users, Hand Holding Team Virtual Floor Walkers as per Location
First Point of Contact
requirements

Functional
First Escalation Point Power Users Power Users Power Users Power Users Power Users Power Users Power Users Power users at locations
Lead

Solman ITSM, Dedicated Helpdesk

Level 1 Support Solman ITSM / Service Desk

HPCL IT Leads Accenture Leads

Services

Access Management Issues – User Lock/Unlock Access Management Issues – Roles and Authorizations

Incident Management Escalations Triage tickets, System monitoring, TR movement

Service Request Fulfilment – L1 tasks, Backup monitoring RTO, RPO , Batch monitoring

Level 1 Support HPCL R&D Centre , Mumbai and HPCL Data Centre , Hyderabad Solman ITSM

HPCL CTMs Accenture Leads

Problem Management / Business Process Explanations Provide L2 & L3 Application Support
Services

Defect Resolution & Management Emergency Fixes, Minor Enhancement, reports

Coordination with third party for fixes and resolution
Change Management Process Activities

Level 2 Support HPCL R&D Centre , Mumbai and HPCL Data Centre , Hyderabad
Solman ITSM
HPCL CTMs Accenture Leads
New Requirements Provide L4 Application Support
Defect Resolution & Management New Build, Major Enhancements
Coordination with third party for fixes and resolution
Change Management Process Activities
WAR ROOM- Roles and Responsibilities
Role Responsibilities
• Share knowledge and provide the solution to End User
• Support the End users in terms of triage, resolution analysis:
➢ Respond to enquiries and “How to” questions related to system and process
➢ Analyze criticality and shares priority/ escalate issues, which cannot be resolved to 1st Level support
Hypercare Team (L1):
• Help End Users to use the Hypercare Support Model
HPCL Core Team • Follow up aged incidents pending input with end users
• Collaborate with Hypercare L2 team to clarify details, if required, bridge between End Users and Helpdesk team
• Retest the failures along with Hypercare team and ensure the fixes are working fine for the incidents raised

• Review and resolve the incidents from business in ITSM

Hypercare Team (L1): • Communicate the incident details with Hypercare L2 team for the SME help in resolution of incidents.
Accenture Functional • Update the status and details in ITSM against the incident
and Technical team • Extracts the latest information and support the Project Management team in terms of reporting
• Perform issue analysis and updates the solution details in ITSM

• Monitor & respond to ticket(s) assigned by L2 team

Hypercare Team (L2): • Perform issue analysis for deep technical issue and coordinate until solved
Accenture Team leads / • Propose solution
SME • Monitor/ follow up status of issue
• If issue is with software, escalate to SAP post approval from HPCL core team.

• Provide onsite handholding support and Training.

Onsite Support Team (L0): • Resources will not have access to SAP Production.
Accenture Onsite Support • Coordinate for Master data from site.
(Location Support for 1 to • Log ticket or Assist in logging of ticket in Solution Manager on behalf of end users.
2 months) • To assist Accenture Consultants in data collection
Issue Escalation Matrix Accenture
Module specific escalation matrix for escalations related ITSM Tickets

Level 1 - Support Level 2 -Escalation Level 3 -Escalation Level 4 -Escalation

Functional Team Members Functional Team Leads Functional Managers

(FI, MM, SD, PS, PP, QM, IS- (FI, MM, SD, PS, PP, QM, IS- (FI, MM, SD, PS, PP, QM, IS-
OIL, HCM, PM, EHS, RE-FX) OIL, HCM, PM, EHS, RE-FX) OIL, HCM, PM, EHS, RE-FX)

Post Go Live Support

Technical Team Members Technical Team Leads Technical Team Managers Manager

(ABAP, Basis) (ABAP, Basis) (ABAP, Basis)

Level 1 – PGLS Manager Level 2 – PMO Leads Level 3 - PMO Governance

Post Go Live Vivek.bhale@accenture.com Rajat.gupta@accenture.com Sridhar.Mandadi@accenture.com

Escalation Matrix Vinod.naik@accenture.com Sanjay.x.gupta@accenture.com
Sujeet.kulkarni@accenture.com Amit.Khurma@accenture.com
WAR Room – Support Structure for FICO HPCL Accenture

L1 L2 L3 T1 T2
General Ledger General Ledger General Ledger General Ledger General Ledger

GL / OMC / Netting 1. Kamal Data 1. Nitin G 1. Ratika Kapoor 1. OMC & Netting - Rohit P 1. OMC & Netting - Mavidi
2. Prashant Tare 2. Alankar B 2. Ritesh Kumar 2. GL - Lawrence 2. GL – Rakesh N

Accounts Payable / VIM Accounts Payable / VIM Accounts Payable / VIM Accounts Payable / VIM Accounts Payable / VIM

AP / VIM 1. Deepak 1. Ritesh Kumar

1. R Narayanan 1. AP – Rohit P 1. AP –Ravi
2. Sadim 2. Malathi U
2. G. Satyanarayan 2. VIM – Komal K 2. VIM - Latha K
3. Tanmoy Dash 3. Durga Rao T

Fixed Assets /Accounts Fixed Assets /Accounts Fixed Assets /Accounts Fixed Assets /Accounts Fixed Assets /Accounts
Receivable Receivable Receivable Receivable Receivable
FA / AR 1. Samir
1. Mukund 1. Ratika K 1. FA – SriSatya M 1. FA – Rohit P
2. Mayur
2. Vaishali 2. Esha S 2. AR - Lawrence 2. AR - Rakesh
3. Prashant Tare

Taxation /Funds Mgmt. Taxation /Funds Mgmt. Taxation /Funds Mgmt. Taxation /Funds Mgmt. Taxation /Funds Mgmt.

Taxation / FM 1. R Narayanan 1. Ritesh Kumar 1. Taxation – Rakesh 1. Taxation – Akshay

1. Tanmoy
2. Santosh Vamsi 2. Dev T 2. FM - Rohit 2. FM - Rupesh

Treasury Treasury Treasury Treasury Treasury

Treasury
1. Shipra Trivedi 1. Anil Kumar 1. Anil Kumar 1. Hardik O 1. Rohit P

Costing / Pricing Costing / Pricing Costing / Pricing Costing / Pricing Costing / Pricing

Costing / Pricing 1. Shipra Trivedi 1. KP Ameen Shah 1. Kapil Mehta

2. Kamlesh p 2. Twinkle G 2. KP Ameen Shah 1. Shrinivas R 1. Rohit P
3. Ritesh G 3. Nitesh M 3. Prasanta R

Overall
Overall – Rajat Gupta (Functional)
– G.S.Sunder Ramesh Bhatt ( Technical)
WAR Room – Support Structure for PS/PPM HPCL Accenture

L1 L2 L3 T1 T2

Project Portfolio Project Portfolio Project Portfolio Project Portfolio Project Portfolio
Management Management Management Management Management

PPM Item / Initiative

planning / approval 1. Ashray Dash
1. Kanad Putatunda
2. Tanmoy Dash 1. Samir Bhadekar 1. Abhishek Tripathy 1. Satish Guruswamy
2. Pratik Sarkar
3. Sandeep P

Project Systems Project Systems Project Systems Project Systems Project Systems

PS/ Budgeting/Actual
/AUC/Fixed Asset 1. Kanad Putatunda
1. Ashray Dash
2. Tanmoy Dash 1. Samir Bhadekar 1. Abhishek Tripathy 1. Satish Guruswamy
2. Pratik Sarkar
3. Sandeep P

Overall
Overall – Samir Bhadekar (Functional)
– Sanjay Das Gupta Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Non-Hydrocarbon HPCL Accenture

Procurement
L1 L2 L3 T1 T2

Purchase Requisitions Purchase Requisitions Purchase Requisitions Purchase Requisitions Purchase Requisitions

Indenting / Purchase
Requisitions 1. Sidheshwar T 1. Kishore P
1. Chandan V 1. Prateek Srivastava 1. Pranav Jha
2. Bhavesh P 2. Shazia S

RFQ RFQ RFQ RFQ RFQ

RFQ 1. Sidheshwar T 1. Manoj J

1. Shantanu C 1. Gopinath Thota 1. Pranav Jha
2. Bhavesh P 2. Atul S

Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase
Orders Orders Orders Orders Orders
Contracting /PO 1. Sidheshwar T
1. Manoj J
2. Bhavesh P 1. Shantanu C 1. Shamisha Patil 1. Gopinath Thota
2. Atul S

Release PO’s Release PO’s Release PO’s Release PO’s Release PO’s

Release PO 1. Sidheshwar T
1. Kishore P
2. Bhavesh P 1. Chandan V 1. Shamisha Patil 1. Gopinath Thota
2. Shazia S

Inventory Management Inventory Management Inventory Management Inventory Management Inventory Management

Inventory Management 1. Sidheshwar T

1. Manoj J 1. Chandan V
2. Bhavesh P 1. Prateek Srivastava 1. Karana Kanotra
2. Ajay M 2. Krishna K

Overall
Overall – Sujeet Kulkarni (Functional)
– Sanjay Das Gupta Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Hydrocarbon HPCL Accenture

Procurement - Refinery
L1 L2 L3 T1 T2

Contracting- IT&S Contracting- IT&S Contracting- IT&S Contracting- IT&S Contracting- IT&S

1. Shikha S 1. Chandan V
Contracting/ Import Process 1.Karishma A
2. Tanmoy D 2. Ritesh Kumar 1. Karan Kanotra
2. Prasanna K 1. Prateek Srivastava
3. Mehul Bazaria (Accely- 3. Mehul Bazaria (Accely- 2. Ankur ( Accely)
3. Santosh Vamsi
EXIM EXIM)

RFQ RFQ RFQ RFQ RFQ

RFQ 1.Karishma A
1. Shikha S 1. Chandan V 1. Gopinath Thota 1. Pranav Jha
2. Prasanna K

Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase
Orders Orders Orders Orders Orders
Release PO
1.Karishma A
1. Shikha S 1. Chandan V 1. Shamisha Patil 1. Padmini P
2. Prasanna K

Release PO’s Release PO’s Release PO’s Release PO’s Release PO’s

Inventory Management 1.Karishma A

1. Shikha S 1. Chandan V 1. Padmini P 1. Pranav Jha
2. Prasanna K

Overall
Overall – Sujeet Kulkarni (Functional)
– Srinivas Chavali
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Hydrocarbon HPCL Accenture

Procurement - LPG
L1 L2 L3 T1 T2

Contracting Contracting Contracting Contracting Contracting

Contracting/ Import Process

1.Akash Ghumare
1. Bhupendra K 1. Sanjay K 1. Karan Kanotra 1. Prateek Srivastava
2. Priyabrata Pradhan

RFQ RFQ RFQ RFQ RFQ

RFQ 1.Akash Ghumare

1. Bhupendra K 1. Sanjay K 1. Gopinath Thota 1. Pranav Jha
2. Priyabrata Pradhan

Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase Contracting / Purchase
Orders Orders Orders Orders Orders
Release PO
1.Akash Ghumare
1. Bhupendra K 1. Sanjay K 1. Shamisha Patil 1. Padmini P
2. Priyabrata Pradhan

Release PO’s Release PO’s Release PO’s Release PO’s Release PO’s

Inventory Management 1.Akash Ghumare

1. Bhupendra K 1. Sanjay K 1. Padmini P 1. Pranav Jha
2. Priyabrata Pradhan

Overall
Overall – Sujeet Kulkarni (Functional)
- Anand Rathi
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Plant Maintenance HPCL Accenture

L1 L2 L3 T1 T2

Mumbai Refinery Mumbai Refinery Mumbai Refinery Mumbai Refinery Mumbai Refinery

PM Processes - MR 1. Gopal Mishra

1. Abhishek Kumar
2. Bharat Upreti 1. Devendrasinh Vansiya 1. Rajat Sharma 1. Rupesh Savu
2. Binoy Theruvan
3. Rahul Sudhakar

Visakh Refinery Visakh Refinery Visakh Refinery Visakh Refinery Visakh Refinery

PM Processes - VR 1. Vineeth Kumar

1. Bhupendra Kumar
Nemalapuri 1. Devendrasinh Vansiya 1. Rupesh Savu 1. Rajat Sharma
2. Binoy Theruvan
2. Santosh Chinnaswamy

Marketing Marketing Marketing Marketing Marketing

PM Processes - Marketing
1. Sandeep Dharampal
1. Tushar Bhosale 1. Devendrasinh Vansiya 1. Rupesh Savu 1. Rajat Sharma
2. Binoy Theruvan

Pipeline Pipeline Pipeline Pipeline Pipeline

PM Processes - Pipeline 1. Amit Rathore

1. Suyash Chhawala 1. Devendrasinh Vansiya 1. Rajat Sharma 1. Rupesh Savu
2. Binoy Theruvan

Overall
Overall – Devendrasin V (Functional)
– Binoy T
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for EHS HPCL Accenture

L1 L2 L3 T1 T2

Incident Management Incident Management Incident Management Incident Management Incident Management

Incident Management -
1. Sandeepkumar
Marketing 1. Ramakrishna Das 1. Ayan Shah
Dharampal 1. Dhanush Radhakrishna 1.Subhash Badini
2. Uday Bodanam 2. Prateek Kanabar
2. Chavali S Rao

Incident Management Incident Management Incident Management Incident Management Incident Management

Incident Management - MR 1. Gopal Mishra 1. Ramakrishna Das 1. Ayan Shah

1. Dhanush Radhakrishna 1. Subhash Badini
2. Chavali S Rao 2. Uday Bodanam 2. Prateek Kanabar

Incident Management Incident Management Incident Management Incident Management Incident Management

Incident Management - VR
1. Gopal Mishra 1. Ramakrishna Das 1. Ayan Shah
1. Dhanush Radhakrishna 1. Subhash Badini
2. Chavali S Rao 2. Uday Bodanam 2. Prateek Kanabar

Overall
Overall
– Ayan (Functional)
– Chavali S
– Pratik K (Functional)
Binoy T
Ramesh Bhat ( Technical)
WAR Room – Support Structure for Sales HPCL Accenture

L1 L2 L3 T1 T2

Master Data Master Data Master Data Master Data Master Data

Masters / Credit
Management 1. Sumit B 1. Bidur B
1. Varun C 1. Rajat Sharma 1. Shrinivas R
2. Shubhang S 2. Debadyuti R

Quotation Quotation Quotation Quotation Quotation

Inquiry / Quotation 1. Amit Kute 1. Shubham 1. Rishi Prasad

1. Alan Chandy 1. Shrinivas R
2. Hemant (Scrap) 2. Deeksha A (Scrap) 2. Deeksha A (Scrap)

Contracts Contracts Contracts Contracts Contracts

Contracts 1. Neela 1. Shubham

1. Rishi Prasad
2. Raunak 2. Kamakshi S 1. Santosh Reddy 1. Alan Chandy
2. Deeksha A (Scrap)
3. Hemant (Scrap) 3. Deeksha A (Scrap)

Sales Order Sales Order Sales Order Sales Order Sales Order

1. Neela
Sales Order Processing 1. Shubham
2. Raunak 1. Rishi Prasad
2. Kamakshi S 1. Srinivas Rao 1. Santhosh Reddy
3. Hemant (Scrap) 2. Ayan K D
3. Deeksha A (Scrap)

Overall
Overall – Varun Chopra (Functional)
– Koushik Das Ayan Dutta (Functional)
-Sanjay Das Gupta (Scrap)
Tarun Puri ( Functional Scrap)
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Distribution HPCL Accenture

L1 L2 L3 T1 T2
LPG LPG LPG LPG LPG

LPG
1. Akash G 1. Jyotika 1. Ayan K D 1. Rohit P 1. Abhishek T

Aviation Aviation Aviation Aviation Aviation

Aviation
1. Sanjeev S 1. Kamakshi S 1. Tarun P 1. Rohit P 1. Abhishek T

Retail/ SOD Retail/ SOD Retail/ SOD Retail/ SOD Retail/ SOD

Retail/ SOD 1. Priyabrata P

1. Shubham 1. Rishi 1. Rohit P 1. Abhishek T
2. Mithun P

Lubes Lubes Lubes Lubes Lubes

Lubes/ CNG
1. Priyabrata P 1. Shubham 1. Rishi 1. Rohit P 1. Abhishek T

Stock Transfer Order Stock Transfer Order Stock Transfer Order Stock Transfer Order Stock Transfer Order

Stock Transfer Order 1. Priyabrata

2. Akash G 1. Harshal G 1. Ayan K D 1. Rohit P 1. Abhishek T
3. Mithun P

OMC Sales/ Safekeeping OMC Sales/ Safekeeping OMC Sales/ Safekeeping OMC Sales/ Safekeeping OMC Sales/ Safekeeping
OMC Sales/ Safekeeping/ 1. Priyabrata
Bottling services 2. Akash G 1. Harshal G 1. Ayan K D 1. Rohit P 1. Abhishek T
3. Mithun P

Overall Overall
– Anand Rathi – Varun Chopra (Functional)
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for IS-OIL HPCL Accenture

L1 L2 L3 T1 T2
Rail/Localplt Rail/Localplt Rail/Localplt Rail/Localplt Rail/Localplt

Rail/Localplt/Rail TAS/Rail
B2B/Shipment Costing 1. Mithun P
1. Amresh Ranjan 1. Raj Ved 1. Vinay 1. Deven
2. Amit Rathore

Pipe/Coastal Pipe/Coastal Pipe/Coastal Pipe/Coastal Pipe/Coastal

Cross Country Pipe/Coastal 1. Amit Rathore 1. Anshul Sinha

1. Raj Ved 1. Vinay 1. Deven
2. Jayram 2. Kunal P

Refinery Processes Refinery Processes Refinery Processes Refinery Processes Refinery Processes

Refinery Processes
1. Gopi
1. Karishma 1. Binesh PV 1. Madhu 1. Vinay
2. Amresh Ranjan

TAS / B2B Road TAS / B2B Road TAS / B2B Road TAS / B2B Road TAS / B2B Road

TAS / B2B Road 1. Raj Shekhar

1. Ashish G 1. Gulshan T 1. Deven 1. Vinay
2. Priyabrata Pradhan

Exchanges/F&A/MRN Exchanges/F&A/MRN Exchanges/F&A/MRN Exchanges/F&A/MRN Exchanges/F&A/MRN

Exchanges/F&A/MRN 1. Ashish G 1. Vinay

1. Kamal Data 1. Kunal P 1. Mavidi
2. Raj Ved 2. Srinivas Rao

HPM/Silo HPM/Silo HPM/Silo HPM/Silo HPM/Silo

HPM/Silo/QCI
1. Priyabrata Pradhan 1. Anshul Sinha 1. Ashish G 1. Mavidi 1. Deven

Overall Overall
– Anand Rathi – Gulshan Trivedi (Functional)
Srinivas Chavali Prakash S (SME)
Ramesh Bhatt ( Technical)
WAR Room – Support Structure for PP/QM - Lubes HPCL Accenture

L1 L2 L3 T1 T2
PPDS PPDS PPDS PPDS PPDS

PPDS
Bharat Sawant 1. Prajyot 1. Lakshmi 1. Chiranjib Pal

Lube Process Order Lube Process Order Lube Process Order Lube Process Order Lube Process Order
Execution Execution Execution Execution Execution

Lube Process Order

Execution 1. Udeep Jayant Patil
Sandeep Gupta 2. Tejas Badgujar 1. Haldher Nag 1. Mahesh Babu 1. Chiranjib Pal
3. MD SHAHBAZ ALAM

Day End Activity Day End Activity Day End Activity Day End Activity Day End Activity

Day End Activity 1. Udeep Jayant Patil

Sandeep Gupta 2. Tejas Badgujar 1. Khemchand Wane 1. Prabhati Das 1. Chiranjib Pal
3. MD SHAHBAZ ALAM

Decanting Decanting Decanting Decanting Decanting

Decanting 1. Udeep Jayant Patil

Sandeep Gupta 2. Tejas Badgujar 1. Khemchand Wane 1. Rupesh 1. Chiranjib Pal
3. MD SHAHBAZ ALAM

Quality Management Quality Management Quality Management Quality Management Quality Management

Quality Management
Sunil Rathore 1. Vishakha Birje 1. Devichandra Thukkaram 1. Ramesh Nallavula 1. CChiranjib Pal

Overall
Overall – Lalit Sajwan (Functional)
– Kapil T Ramesh Bhatt( Technical)
WAR Room – Support Structure for PP/QM - LPG HPCL Accenture

L1 L2 L3 T1 T2
Start Day Start Day Start Day Start Day Start Day

Start Day/LPG Production

Akash Ghumare Priya Dongre P Gopi Manohar Debasis Mallik Chiranjib Pal

Day Log Book Day Log Book Day Log Book Day Log Book Day Log Book

Day Log Book Debasis Mallik

Akash Ghumare Priya Dongre P Gopi Manohar Chiranjib Pal

Closing Stock Closing Stock Closing Stock Closing Stock Closing Stock
Closing Stock
Akash Ghumare Priya Dongre P Gopi Manohar Debasis Mallik Chiranjib Pal

Day End Activity/Closing Day End Activity/Closing Day End Activity/Closing Day End Activity/Closing Day End Activity/Closing

Day End Activity/Closing

Akash Ghumare Priya Dongre P Gopi Manohar Debasis Mallik Chiranjib Pal

Month End Activity Month End Activity Month End Activity Month End Activity Month End Activity

Month End Activity . P Gopi Manohar Debasis Mallik

Akash Ghumare Priya Dongre Chiranjib Pal

Overall
Overall – Gopi Manohar (Functional)
– Anand R Ramesh Bhat ( Technical)
WAR Room – Support Structure for PP/QM - Refinery HPCL Accenture

L1 L2 L3 T1 T2
Process Order creation Process Order creation Process Order creation Process Order creation Process Order creation

Process Order creation 1. Amrita 1. Pv. Binesh

1. Karishma Attarkar
2. Priya Dongre 2. Amresh Kumar Ranjan Debasis Mallik Amrita
2. Prasanna K
3. Haldher Nag 3. Gopi M

Dip Entry – Ticket Creation Dip Entry – Ticket Creation Dip Entry – Ticket Creation Dip Entry – Ticket Creation Dip Entry – Ticket Creation

1. Pv. Binesh
Dip Entry – Ticket Creation 1. Karishma Attarkar 1. Amrita
2. Amresh Kumar Ranjan Debasis Mallik
2. Prasanna K 2. Priya Dongre Amrita
3. Gopi M
3. Haldher Nag

Ticket Level 1 Approval Ticket Level 1 Approval Ticket Level 1 Approval Ticket Level 1 Approval Ticket Level 1 Approval
Ticket Level 1 Approval
1. Karishma Attarkar 1. Amrita 1. Pv. Binesh
2. Prasanna K 2. Priya Dongre 2. Amresh Kumar Ranjan Debasis Mallik Amrita
3. Haldher Nag 3. Gopi M

Ticket Level 2 Approval Ticket Level 2 Approval Ticket Level 2 Approval Ticket Level 2 Approval Ticket Level 2 Approval

Ticket Level 2 Approval 1. Amrita 1. Pv. Binesh

1. Karishma Attarkar
2. Priya Dongre 2. Amresh Kumar Ranjan Debasis Mallik Amrita
2. Prasanna K
3. Haldher Nag 3. Gopi M

Ticket Actualisation Ticket Actualisation Ticket Actualisation Ticket Actualisation Ticket Actualisation

Ticket Actualisation 1. Amrita 1. Pv. Binesh

1. Karishma Attarkar Debasis Mallik
2. Priya Dongre 2. Amresh Kumar Ranjan Amrita
2. Prasanna K
3. Haldher Nag 3. Gopi M

Overall
Overall – Gopi Manohar (Functional)
– Chavali S Ramesh Bhatt ( Technical)
WAR Room – Support Structure for Basis HPCL Accenture

L1 L2 L3 T1 T2

AM/DO AM/DO AM/DO

Application/database
Monitoring/optimization 1. Purushotham
1. Sunny L
1. Sesha Rao
2. Vinod

Upgrade/patching Upgrade/patching Upgrade/patching

Upgrades and patching 1. Sunny L

1. Purushotham 2. Vinod 1. Sesha Rao
3. Pratik

Daily support activities Daily support activities Daily support activities

Daily support activities 1. Sunny L

1. Purushotham 2. Vinod 1. Sesha Rao

Fiori Fiori Fiori

Fiori
1. Pratik
1. Purushotham 1. Sesha Rao
2. Aditya

Backup Backup Backup

Backup / Monitoring / 1. Purushotham
Restoration 2. P Negi 1. Sunny L 1. Sesha Rao
3. Commvault

Overall Overall
– T Saravanan – Sesha Rao
Gaurav Agarwal (SME)
WAR Room – Support Structure for MDG HPCL Accenture

L1 L2 L3 T1 T2
Finance Finance Finance Finance Finance
1. Priya
Finance 1. Kamal Data 2. Sourabh
1. Dhrub
2. Prashant Tare 3. Debjit
4. Poonam

Customer Customer Customer Customer Customer

1. Priya
Customer 1. Shubhang 2. Sourabh
1. Dhrub
2. Sumit 3. Debjit
4. Poonam

Material Material Material Material Material

1. Priya
Material 2. Sourabh
1. Shantanu M 1. Dhrub
3. Debjit
4. Poonam

Vendor Vendor Vendor Vendor Vendor

1. Priya
Vendor 2. Sourabh
1. Varshal P 1. Dhrub
3. Debjit
4. Poonam

Vehicle Vehicle Vehicle Vehicle Vehicle

1. Priya
Vehicle 2. Sourabh
1. Santosh 1. Dhrub
3. Debjit
4. Poonam

Controlling Controlling Controlling Controlling Controlling

1. Priya
Controlling 1. Shipra Trivedi
2. Sourabh
2. Kamlesh p 1. Dhrub
3. Debjit
3. Ritesh G
4. Poonam

Overall
Overall 1. Dhrub
– Ashish Gupta 2. Deb Sircar (SME)
WAR Room – Support Structure for Security / GRC HPCL Accenture

L1 L2 L3 T1 T2

EAM EAM EAM

1. Mohan Lal
2. Purushotham
1. Ankit R
Roles and Authorizations 3. Neha
2. Pratyush
4. Murli 1. Anshul Gupta
3. Pawan C
5. Ramesh 2. Rohini K
4. Ashok
6. Gaurav
5. Pratik
7. Amit M
8. Charu V

RAM RAM RAM

Emergency Access
Management /
Risk Analysis 1. Mohan Lal 1. Anushka S 1. Kranti K

Overall
Overall
– Hashim Chawla
– Kamal K Sharma
T. Saravanan
WAR Room – Support Structure for MII / PI/PO HPCL Accenture

L1 L2 L3 T1 T2
Sales Sales Sales Sales Sales

Sales ( PI/PO ) 1. Raunaq 1. Tarun Puri 1. Tarun Puri

1. Deepak Choudhary 1. Amit Jadhav
2. Amit Kute 2. Varun Chopra 2. Varun Chopra

Distribution Distribution Distribution Distribution Distribution

Distribution ( PI/PO ) 1. Priyabrata Pradhan 1. Tarun Puri 1. Tarun Puri

1. Amit Jadhav 1. Deepak Choudhary
2. Raj Shekhar 2. Varun Chopra 2. Varun Chopra

IS-OIL IS-OIL IS-OIL IS-OIL IS-OIL

IS-OIL ( PI/PO )
1. Ashish Gheewala 1. Ashish Gheewala
1. Rajshekhar 1. Amit Jadhav 1. Deepak Choudhary
2. Gulshan Trivedi 2. Gulshan Trivedi
2. Priyabrata Pradhan

MM MM MM MM MM

MM ( PI/PO ) 1. Sidheshwar 1. Chandan Vaidya 1. Chandan Vaidya

2. Bhavesh Patel 2. Shantanu 2. Shantanu 1. Dipak Nayak 1. Deepak Choudhary

FICO – AR,AP, BANKS FICO – AR,AP, BANKS FICO – AR,AP, BANKS FICO – AR,AP, BANKS FICO – AR,AP, BANKS

FICO – AR,AP, BANKS ( PI/PO 1. Mayur N

1. Ratika 1. Ratika 1. Dipak Nayak – AR
) 2. G Satya
2. Ritesh 2. Ritesh 2. Deepak Choudhary – AP 1. Amit Jadhav
3. Shipra
3. Malathi 3. Malathi 3. BANKS – Dipak Nayak

PP-QM (Lubes) PP ( Lubes ) PP ( Lubes ) PP-QM (Lubes) PP-QM (Lubes)

1. Sandeep Gupta
PP - Lubes ( MII ) 1. Khemchand Wane
2. Gaurav Srivastava 1. Khemchand Wane
2. Lalit Sajwan 1. Muthu K 1. Anjaney Kumar
2. Lalit Sajwan

Overall Overall
T Saravanan Ramesh Bhat ( Technical)
WAR Room – Support Structure for MII / PI/PO HPCL Accenture

L1 L2 L3 T1 T2
PP-Refinery PP-Refinery PP-Refinery PP-Refinery PP-Refinery

PP-Refinery ( MII ) 1. Gopi 1. 1. Gopi

1. Prasanna Khare
2. Haldher 2. Haldher 1. Muthu Kodi 1. Anjaney Kumar
2. Karishma A

HCM HCM HCM HCM HCM

HCM ( PI/PO )
1. Faizan 1. Abhishek Jayaswal 1. Raghunath Kudkar 1. Deepak Choudhary 1. Dipak Nayak

EHS EHS EHS EHS EHS

EHS ( MII ) 1. Pratik Kanabar

1. Srinivas Chavali 1. Pratik Kanabar
2. Ayan Shah 1. Anjaney Kumar 1. Muthu Kodi
2. Prasanna Khare 2. Ayan Shah

Overall Overall
– T Saravanan Ramesh Bhat ( Technical)
War Room Handling and Support Structure
War Room Mumbai, Support Contact Details, Timelines & Team Structure During HYPERCARE Period

Central Helpdesk – Finance Ficentraldelpdesk@hpcl.in

Central Helpdesk – Procurement MMcentralhelpdesk@hpcl.in

1. HPCL CTMS are the First level
Central Helpdesk - Refinery Refinerycentralhelpdesk@hpcl.in interface to business users
2. L1 issues will be handled by HPCL
Central Helpdesk – Lubes Lubescentralhelpdesk@hpcl.in
CTMS
Central Helpdesk – LPG, NG/CNG/Aviation Distributioncentralhelpdesk@hpcl.in 3. L2/L3 to be supported by Accenture
Support
Central Helpdesk – Plant Maintenance PMcentralhelpdesk@hpcl.in 4. Dedicated Web session using Zoom
to be set up per helpdesk area in 2
Central Helpdesk – HCM HCMcentralhelpdesk@hpcl.in shifts
5. HPCL and Accenture Counterparts to
Central Helpdesk – EHS EHScentralhelpdesk@hpcl.in be part of the Web helpdesk and
provide support to users
Central Helpdesk – REFX REFXcentralhelpdesk@hpcl.in
6. Any desk to be installed in helpdesk
PC’s and End-user's PCs to provide
any urgent support remotely

War Room Contact Numbers :- 022 12345678

Help Desk & Support
022 12345679
022 12345679
022 12345679 08:00 to 20:00 Support (3Shift) for first 3 months for
SD Module
War Room Mail ID :- Please refer to above For All other Module 09:00-20:00

Support Days:- Monday to Saturday

Help Desk Support will be 08:00 to 20:00
Fire Fighter Access
SAP GRC Access Controls Emergency Access Management (EAM) to be enabled as follows:
Fire-Fighter - Standardized process for being granted access on an “ Emergency” basis
Control - Implementation of a Firefighter role design with EAM ID check-in and check-out capabilities
- Logging capabilities including system enforced review and approval

ITSM Offline Approval Access Provided ITSM/EAM

GRC Support consultant Provides
Application Leads
Access Role

GRC Support consultant Provides Actions updated

Request Raised HPCL Hyper Care Lead Infrastructure Leads
Access Role in work notes

GRC Support consultant Provides

Accenture Team Lead
Access Role

• Reviews pending actions

Incident Access Roles Revoked by
HPCL Hyper Care Lead • Raises request for revoking
respective teams
Closure access

ITSM is the tool for managing the service requests and any specific access beyond the normal ones would be routed through the Emergency
Access Management using SAP GRC.
The Process for the release of the FF Id’s should ideally be the same during the HyperCare period and Post Hyper Care period / AMS.
Handling New Requirements- WAR /BAU
Service request process flow
To manage business user incidents/service requests – New User Creation
1. Any business users who raises a request for the Access to SAP System for transactional processing – to raise a service request while
providing the information pertaining to Role being performed, Location / dept approval
2. The Service request is to be approved by the Location/ Depart HOD confirming the creation of the SAP User ID
3. HPCL CTMs to review the request and provide the reference user ID from – based on which the roles are to be assigned for the new
user
4. Security team to create and Assign the respective roles
Handling New Requirements- WAR /BAU
Service request process flow
To manage business user incidents/service requests – Authorization Related
1. Any Business user who requires additional authorizations - to raise a service request for having additional role or authorizations
2. The Service request will be reviewed by corresponding HPCL CTMs’ and confirmation to be provided to security team for
Assignment of additional roles
3. Security team to create / modify roles based on the approval
4. Missing authorizations – adding objects / values upon approval of CTMs’. Temporary roles viz., ZT_<role_name> shall be created for
adding missing authorizations for each role and the same shall be reviewed & rationalized / adjusted with actual roles on weekly
basis.
5. it has been decided to export import the roles created / adjusted. This will not only reduce the approval time but also address
missing dependency during transports. However, upon stabilization, transport route will be followed strictly for transport of roles
using CHARM to multiple environments.
Handling New Requirements- WAR
To manage Emergency Transports
1. All Transports to be managed to SAP CHARM.
2. Transport requests to have a corresponding Solman ITSM number for purposes of tracking and control
3. The existing process of the Transports like below to be continued till the first 1 month of the Hyper Care / WAR period.
4. CHARM to be raised by the Accenture Functional Leads
5. Configuration change / Build to be done
6. FUT/TUT document as required to be provided as evidence to Accenture PM for seeking approval for movement to QA
7. Confirmation from CTMs to be provided for moving to PRD.
8. Transport window - First Month the following to be the procedure
1. Customization requests - Non-Cross module - Twice/ Thrice a Day
2. Customization requests – Cross module impacted – Twice a day
3. Workbench – Daily in the evening.
4. incase of issues where the business transactions are stopped, and TR’s to be moved on adhoc basis , with the confirmation
of the Accenture PM + Head ERP.
Handling New Requirements- BAU
To manage Emergency Transports
1. All Transports to be managed to SAP CHARM.
2. Transport requests to have a corresponding Solman ITSM number for purposes of tracking and control
3. The existing process of the Transports like below to be continued till the first 1 month of the Hyper Care / WAR period
4. CHARM to be raised by the HPCL CTM Leads
5. Accenture leads to do build/ change configuration and provide the following support documentation
1. FUT/TUT document as required to be provided as evidence to HPCL CTMs to move to QA
2. HPCL CTMS to do a testing in QA system
3. HPCL CTMs to liaise with users to get UAT done
4. CTMs to provide the confirmation to HPCL Support Project Manager for seeking approval for movement to PRD
6. Transport window - During the BAU
1. Customization requests - Non-Cross module - Twice a week
2. Customization requests – Cross module impacted – Twice a week
3. Workbench –Weekly Once
7. Incase of issues where the business transactions are stopped, and TR’s to be moved on adhoc basis , with the confirmation of the
Head ERP.
Handling New Requirement - ITSM Tool
ITSM login
STEP 1

1
Click on the link
https://itsm-aarohan.hpcl.in/

STEP 2

2
Provide the id and the password received
from email
Handling New Requirements- WAR /BAU
Service request process flow
To manager business user incidents/service requests
THANK YOU