Prioritizing SAP SuccessFactors Incidents

The purpose of this article is to explain the fundamental criteria to determine the priority of SuccessFactors incidents which result in increased availability of critical services and efficiency of service delivery. Before we take a deep dive into SuccessFactors incident prioritization, let us understand how the priority of the incidents are categorized based on business impact of the issue.

Key Priority

Very High Priority (P1): The problem has very serious consequences for normal business processes or IT processes related to Organization’s core business processes

High Priority (P2): Organization is going through a business impact however the business can still perform some of its tasks without any issues

Medium Priority (P3): The business impact is least however there is some functionality loss which is adding on to some issues for your organization

Low Priority (P4): The problem has little or no effect on normal business processes

Below process flow explains how the incidents could be categorized prioritized

Note: Before finalizing an incident as P1 check if there is a work around available. If there is one, then incident can be still considered as P2. This applies to the categories; System Availability, Business Process and Test Environment.

With respect to SuccessFactors incidents, business impact is considered very high or high (varies based on time period) if

Production instance is completely inaccessible and multiple users cannot login
Major application latency
Job failures (APM, Connectors, Background Jobs, Reports) impacting multiple users

Below please find the specific examples of the incidents prioritized by business impact for each of the SuccessFactors modules,

Case Study: Full Suite SAP SuccessFactors Implementation

Learn how Thales Defense and Security Inc. (TDSI) transformed its HR and Talent operations with an end-to-end SAP SuccessFactors Full Suite Implementation digitizing Core HR, Payroll, Talent and Analytics into a single integrated platform

Reduced HR Admin Effort

Single source of truth, automated people administration and streamlined HR processes

Improved Employee Engagement

Personalized UI, mobile approvals, continuous performance, recommended training & career path

Improved productivity of new hires

Digitized onboarding, Pre Day 1 Access to Mentors, Peers, 30-60-90 Day Goals

Reduced employee manual transactions

Mobile, self-service and automated workflow functionality to reduce manual transactions effort

Reduced turnover

Compensation Management allows to attract and retain talent, optimize budgets, pay for performance

Reduced Time to Fill

Assess employee potential to identify, develop, and retain the people needed to build a talent pipeline for critical roles

Reduced Manager Time

Enabled managers visibility into individual, team, and company-wide success

ROI

Measurable cost savings through error reduction, faster time-to-hire, and compliance adherence.

Author | Shyam Reganti

Shyam is an SAP Practice Lead at 3Core Systems, focused on helping organizations through every step of Digital Transformation Journey