EXECUTIVE Summary: The primary objective of the APR-ICT Service is to support the ICT operation in Company office. In additional, APR-ICT will monitor the ICT operations in other branch offices within Asia Pacific, while the local-site ICT Staff (or delegated Staff) in each APR office is response to manage their routine ICT operation as well as their local out-source service. Global-ICT acts as a competency center to provide directive and also assist the operation in other regions. For the ERP Support model, APR-ICT will act as the first line support of any trouble shooting or software change request within APR region; those requests will be escalated to 2nd line support (i.e. Global-ICT or Consultancy Company) if necessary.
1 Scope
This document will provide an overview of APR-ICT service, and will define the role and responsibility of APR-ICT, Global-ICT. It will not describe the routine operation of ARP-ICT in detail.
2 Objective
The primary objective of the APR-ICT Service is to support the ICT operation in Company HK/Shanghai office. In additional, APR-ICT will monitor the ICT operation in other Company offices within Asia Pacific, while the local-site ICT Staff (or delegated Staff) in each office is response to manage their routine ICT operation as well as their local out-source service. APR-ICT will work closely together with Global-ICT to align the operation model as well as service level.
3. Contents
3.1 Flowchart
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3.2 Description
3.2.1 APR-ICT Governance
Company’s Global-ICT and Corporate IT Governance Model, policy and procedures (where applicable) will be used and serves as the basis for guiding the routine way of working for APR-ICT. APR-ICT also responses for the ICT operation with Asia Pacific to meets the internal control and security requirement per Corporate standard.
3.2.2 Locations of Support
The headquarters of Company APR locates in Hong Kong. APR also includes other Company offices within Asia Pacific, including Beijing, Shanghai, Shenzhen, Suzhou, Singapore, Indonesia, Japan, Malaysia, Malaysia, Philippines, Taiwan, Thailand and Vietnam.
APR-ICT Manager locates in HK to manage the ICT operation in HK/Shanghai. In additional, the APR-ICT Manager will also monitor other ICT operation within Asia Pacific, while the routine operation on-site is processed/managed by on-site section manager/administrator. Upon project need, ICT manager may travel to other offices for support.
3.2.3 Roles & Responsibilities
The APR-ICT will be managed by the APR-ICT Manager and carried out by internal resources and/or third parties (e.g. contracted with GIS) depending on the cost and/or work efficiency.
v Manage the cost of the organization for the APR-ICT function and ensure the most cost efficient solution is deployed.
v Coordinate the deployment of Company Global-ICT and Corporate IT standard systems, infrastructure, policy, and programs to Hong Kong and Asia Pacific.
v Implement security control for both infrastructure and business application systems to meet Corporate ICS standard.
v Manage ICT out-source activities in Company HK office and other Asia Pacific offices to ensure the service level meet the required standard. For instance, the out-source service in HK includes:
- IT infrastructure in Company HK Office (GN for LAN & WAN)— maintain high availability and full compliance with corporate security standard and policy.
- PC helpdesk support to all Company HK users
- IP Phone support to all Company HK users
- Diamond Notes Lotus Email service to all Company HK users
v Provide first-line business application support with assistance from local functional expert within Asia Pacific users, while the second line support from the respective application competency centers will act as backup to first-line support. Currently, the major business applications in APR, including ERP, EDI, IMS, and Intranet. For most Company applications, Global-ICT acts as a competency center and the second line support.
- For instance, if a request cannot be solved by first-line support, it will be escalated to second line for further investigate and process.
3.2.4 APR-ICT Services in Hong Kong
The following is a list of key ICT services offered by APR-ICT in Hong Kong. Certain services may not be available to non-company employees due to the contract conditions.
3.2.4.1 IT Infrastructure Management & Support
This relates to the management of the servers, network, and other installed technical systems necessary to provide end-users the access to Corporate Global Network, Internet, and HK application systems. APR-ICT will work with other suppliers such as GIS, IBM and PCCW (with respect to network connection), Corporate IT (with respect to network management, internet management), etc in respect of capacity planning, and problem resolution.
The role of APR-ICT here is to perform the first level diagnosis, coordinate with contracted suppliers to resolve the problems, and ensure right network capacity for supporting the business systems.
Type of Service |
First Line Support | Service Coordinator | Managed by |
IT Infrastructure and network support |
Helpdesk of GIS | HK Office – Administration | APR-ICT Manager |
3.2.4.2 PC, Software, IP-Phone and user account Support
The PC & IP-Phone Helpdesk support is totally out-sourced to GIS and IBM. Users can directly contact to their Helpdesk; however, APR-ICT will work with them if necessary. In general, the helpdesk service covers the first-line diagnosis and resolution of problems related to PC hardware, Basic Code software, Mail, iRAS and Internet Access.
For any IT problem which is out of scope of GIS and IBM support, APR-ICT will contact to the equipment manufacturer or original service provider for maintenance.
Type of Service |
First Line Support | Service Coordinator | Managed by |
PC, Software & IP-Phone Support |
Helpdesk of GIS | HK Office – Administration | APR-ICT Manager |
Regularly update and distribute the APR Telephone List |
N/A | HK Office – Administrator | APR-ICT Manager |
Inventory List of Hardware Device, Installed Software and user account |
N/A | Helpdesk of GIS for PC (hw/sw);HK Office – Administrator for others (e.g. printer) | APR-ICT Manager |
3.2.4.3 Business Applications Support
In general, APR-ICT in HK will provide first-line support to all of the business applications installed in HK (e.g. ERP). However, due to ownership of the systems, mode of support, and technical resources, the support arrangement will be varied from application to application. For example, APR-ICT will provide the first line support on ERP, while Global-ICT will be the system administrator & second line support on ERP; another example that Global-ICT will provide first-line support on Intranet while APR-ICT will provide technical assistance as requested by Global-ICT.
The following is a list of key business applications supported in Hong Kong.
Business Applications |
Type of Support | First Line Support | Second Line Support (competency center) |
| ERP System | Problem Diagnosis,Systems Analysis & Maintenance | APR-ICT with assistance from functional experts | Global-ICT (or Consultant) |
| EDI | Problem Diagnosis, Systems Analysis & Maintenance | APR-ICT | Global-ICT (or Consultant) |
| Internet | Problem Diagnosis, Systems Analysis | Global-ICT | N/A |
| Intranet | Problem Diagnosis, Systems Analysis | APR-QA-Officer | Global-ICT |
| Installation, Problem Diagnosis, Systems Analysis & Maintenance | N/A | Global-ICT |
First-line application includes examination of the symptom, diagnosis of the problem and proper reporting to the competency center or technical owner of the applications for fixing of technical issues.
3.2.5 APR-ICT Service Level
The following presents the service level of some of the common IT services. For request of specific task, it will be agreed on case-by-case basis before a job is started.
| Services | Service Level | Reference Document |
| PC Hardware/Software Requisition | 2 weeks | PC hardware/software and network account application Procedure |
| Diamond/LAN/iRAS account Requisition | Range from 1-3 days | |
| PC Hardware/Software Trouble Shooting Support | Range from 1-3 days | Helpdesk Procedure |
| Network Infrastructure Trouble Shooting Support | Within 1 day | |
| APR-ERP & EDI Trouble Shooting Support | Within 2 days for 1st response | |
| APR-ERP user Account Maintenance | 2 days | ERP Account application procedure |
| APR-ERP Software Change Requisition | Within 2 days for 1st response | ERP Software Change Management procedure |
| Intranet | 2 days | Referring to respective system procedures |
Note:Users can directly contact Helpdesk support for any trouble shooting request or technical consultancy. However, all the new user ID account, new hardware device or software request have to be approved by Dept Manager and ICT Manager and FnA Controller in prior to raise to Helpdesk. Pls refer to respective application procedure for the detail.
3.2.6 Urgent APR-ICT Service Request
Any urgent critical ICT Request, which cannot be waited for normal approval procedure especially as the case occurs during off-office hour, can be directly raised to local-site ICT Staff (or delegate Staff). Local-site ICT will take up the role to handle the case, i.e. seek for solution, take action, and communication. However, before actually perform any system change, the local-site ICT have to get the approval from APR-ICT Manager or Company-ICT Director because of Segregation of Duty Requirement.
The following example can be considered as urgency critical IT request: i) affect the whole Company business operation, ii) cause huge finance lose, iii) impact to other Corporate site’s business operation, etc.
3.2.7 APR-ERP Support Model
3.2.7.1 ERP Support for APR-ICT
APR-ICT acts as an APR regional coordinate to approve the ERP user account application together with internal controller from APR-FnA, and then submit to Global-ICT for setup. Besides, APR-ICT also acts as a first line support on ERP application operation with assistance from functional experts within Asia. For ERP modification request, APR-ICT will work out a user requirement document and pass to Company-ERP competency center (i.e.
Global-ICT & OCCB for further process.
3.2.7.2 ERP Support for GIS
The ERP infrastructure maintenance is outsourced to GIS, that manages both the hardware and network connection of ERP machine. The ERP hardware maintenance is contracted to SUN HK Ltd with golden support (i.e. 7x24hr within 4 hours response). In case of any hardware failure, GIS will directly contact to SUN to arrange maintenance. GIS stored our ERP machine in PCCW data center, which has network connect to PGN. Moreover, GIS also responses for the replacement and storage of ERP backup tape once a week.
3.2.7.3ERP Support for Global-ICT Competency Center
APR-ERP system was fanned out from Global-ICT team, who was the original designer of ERP operation model. Global-ICT team was the expert of ERP within Company, hence, Global-ICT was appointed as ERP Competency Centre.The main duty of competency center is to provide ERP consultancy support, as well as the control and analysis on any ERP functional change request. They should focus on: (1) improving the competency level of the ERP technical support personnel in various regions; and (2) providing expert technical services in the analysis of the business operation problems as well as improving the operation. Global-ICT also responses for the ERP user account administrative maintenance and processing ad-hoc ERP batch job, which may have security control issues if those responsibilities are transferred to APR-ICT.
Specific roles & responsibilities for Global-ICT ERP Competency Center:
v Perform ERP user account setup in order to ensure system securityNote.1
v Perform ad-hoc ERP batch job processing Note.1
v Perform database restore or database copy from Production to Testing Note.1
v Provide technical support to the ERP installations in APR
v Perform technical analysis of key APR business problems
v Perform program enhancement & software QA for ERP software change (together with Consultant)
v Monitor Consultant to control the ERP production release, version, and source codes.
vProvide project resources for key ERP projects in corporate level
v Conduct annual self-audit of the ERP installations in APR in respect to the configuration, set-up, and security control
v Research the latest technology in relation to ERP and propose to management of new improvement opportunity
v Act as the focus point of contact to consultant.
Note 1: Those tasks can be transferred from Global-ICT to APR-ICT in future only if the security concern issues are solved (i.e. limited the authorization of the maintenance account).
Below is a ERP responsibility matrix between APR-ICT and Global-ICT Competence Center.
| APR-ICT | Global-ICT Competency Centre | |
| Server Installation | N/A | Initial ERP Setup and installation;Consultant is response for on-going maintenance. |
| Client Installation | Install client connection program | N/A |
| User Access Right Maintenance | Regularly review all accounts (Approval of user account application by database owner and controller) | Perform user account setup; define & setup the security policy. |
| Systems Operation | Monitor System /Data Backup; and manage GIS to perform backup task | Perform system/data restore if require. |
| Application Training | Conduct basic training | Conduct advanced training (if necessary) |
| Application Support | Problem diagnosis & resolution; or escalation to competency center for help if required | Problem diagnosis and resolution of reported problems from APR; and work with Consultant to resolve problems if required. |
| Application function enhancement e.g. program modification | Work together with end-user to define requirements & pass it to Global-ICT Competency Centre for assessment | Assess requirements, estimate efforts required for changes, submit to OCCB for approval and arrange resources to implement |
| EDI Interface | Problem diagnosis & resolution; or escalation to Global-ICT competency center for help if required | Resolve reported problems (together with Consultant if required) |
4 Records
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5 Attachments
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6 Related Quality documents
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7 Abbreviations
| Abbreviations | Definition |
| ICT | Information & Communication Technology |
| APR | Asia Pacific Region |
| GIS | Global Infrastructure Services |
| GN | Global Network |
| EDI | Electronic Data Interchange |
| ICC | International Competence Center |
| OCCB | Operation Change Control Board |
8 APPENDIX : Contact List ICT Support
- APR-ICT Manager: xxxx
- HelpDesk Support: xxxx