The practices we run. The work we own.

A service catalog organized around ITIL v4 practice areas — industry-standard vocabulary that maps unambiguously across JD Edwards, SAP ECC and S/4HANA, Oracle Fusion Cloud, and NetSuite. Three sections, one operating model. Same Outcome Team. Same OpenBook® discipline. Same 15-minute unit price across every practice and every platform.

Service Operation — steady-state Run

The ITIL v4 value-chain activity for running the production environment — restoring service when it breaks, fulfilling routine requests, monitoring the infrastructure, and securing what’s already there.

Incident Management

L1 / L2 incident triage across the full ERP estate — JD Edwards, SAP, Oracle Fusion, NetSuite. Restore-service workflow with named owners and OpenBook® timestamps. Root-cause analysis on every closed ticket — fix the symptom, retire the class. Period-close incident support — month-end, quarter-end, year-end. Vendor and SI escalation when an incident exceeds Allari’s scope.

Service Request Management

User provisioning, deprovisioning, role moves across the estate. Master-data fixes, batch reruns, report adds and edits. Access reviews, recerts, audit pulls — executed, not queued. Standard change packets through the change-enablement gate. Catalog-driven requests for routine operational asks.

Identity & Access Management

User lifecycle: provisioning, role changes, terminations, deactivation. Password reset, MFA / SSO / federation support. Segregation-of-Duties (SoD) conflict review and remediation. Access recertifications and audit-pull workflows. Cross-ERP access governance across two or more platforms in the estate. Service / system account management.

Monitoring & Event Management

Daily system checks across application, database, integration, and OS layers. Long-running batch detection and exception handling. Scheduler administration — Tidal, AppWorx, native ERP schedulers. Integration monitoring and follow-the-sun alert response. Service / process restart automation. BSSV, EDI, Boomi, and adjacent-stack monitoring.

Information Security & Vulnerability Management

Quarterly CPU and security-patch cycles as a sustained operating cadence. Vulnerability scan-to-remediation workflow with documented evidence. Security configuration audit and hardening across the ERP environment. Tools Release ESU evaluation and rollout for security fixes. Audit-trackable remediation documentation for SOX, internal audit, regulators.

Service Continuity Management

Backup orchestration across application, database, and infrastructure. Disaster-recovery exercise execution and runbook validation. Recovery-time-objective (RTO) measurement and reduction. Restore-event execution with auditable chain of custody for every backup. Coordinated cutover during DR or DR-rehearsal windows.

Performance & Capacity Management

Application performance tuning and SQL / batch optimization. Capacity sizing and forecasting against actual workload. Scheduler optimization (Tidal, AppWorx, native) — eliminate zombies, restart loops. Storage and infrastructure resource monitoring. Database and server resource-utilization analysis.

Service Desk & Service Level Management

Embedded Client Solutions Manager (CSM) inside your Microsoft Teams tenant. L1 triage and first-touch diagnosis 24/7 across the global footprint. L2 resolution that doesn’t bounce to L3 unless platform-vendor scope. OpenBook® reporting cadence: every ticket, hour, dollar, 15-minute increment. Power BI report packs presented on a regular cadence to your CFO / audit committee.

Service Transition — change, release, implementation

The ITIL v4 activity that introduces, changes, or removes services from the production environment. Tools Releases, version upgrades, implementations, migrations, lift-and-shift programs, integration build. Same operating model, same unit price, same OpenBook® discipline.

Platform Engineering (CNC · Basis · Cloud Admin)

JD Edwards CNC — environment management, package builds, deployments. SAP Basis — system administration, transports, kernel patching. Oracle Fusion Cloud — quarterly update administration, role design, OIC integration. NetSuite admin — environment management, scripting, SuiteBundles. IBM Power / IBM i / Linux / Windows / SQL Server / Oracle DB operations under JDE. Capacity, performance, and refresh cycles for non-prod environments.

Release Management

JD Edwards Tools Release upgrades — multi-path environments, code currency. JD Edwards E1 version upgrades (9.0 → 9.2, 9.1 → 9.2) across OS platforms. SAP Support Pack management and S/4HANA release uptake. Oracle Fusion Cloud quarterly-update administration. NetSuite release cadence and SuiteBundle lifecycle. Customization impact assessment and regression discipline.

Deployment Management

Package builds and code deployment across non-prod and prod environments. Environment promotion runbooks with rollback gates. Net-new installations — deployment, HTML, enterprise, BSSV server standup. Code path provisioning and initial code currency. Cutover playbooks with named owners and audit-trackable timeline.

Change Enablement

Standard change packets for routine, low-risk, pre-authorized work. Normal change governance with CAB-equivalent review and named approver. Emergency change workflow with post-change documentation. Change documentation auditable in OpenBook® and the Dynamic Runbook. Coordinated change scheduling against patching, release, and DR windows.

Implementation & Migration Management

Greenfield and brownfield ERP implementations with hypercare into operations. Major-version platform implementations (E1 9.2, S/4HANA, Fusion Cloud). SAP S/4HANA transition support — legacy held while SI delivers the new build. Bluefield methodology evaluation and SI-oversight from the client side. Post-cutover hypercare into post-go-live stabilization. Coordinated concurrent run-and-build operations through the migration arc.

Cloud Lift-and-Shift Programs

Assessment of current on-premise / colo / hosted footprint vs. cloud tenancy. Migration sequencing across application, database, integration, and identity. Direct AWS / Azure / OCI / Google Cloud tenancy under client ownership. Tools Release coordination during the lift to avoid double cutover. Post-lift operating model handoff at the same OpenBook® unit price.

Software & Integration Engineering

JD Edwards customization design, build, and lifecycle ownership. BSSV business-services and API development. Oracle Orchestrator workflow design. Boomi · EDI · Ship-IT / ADSI integration build and maintenance. ReportsNow / Power BI report development and BI modernization. Cross-ERP data-flow design and reconciliation.

Engagement Practices — cross-cutting work

Practices that live across both Run and Transition. Knowledge Management captures every fix in the Dynamic Runbook. Continual Improvement retires repeat work cycle over cycle. Regulatory & Compliance weaves country / industry obligations into the run. Business Analysis & Advisory delivers discrete project scope inside the same engagement.

Knowledge Management

Every fix writes its steps, screens, and named owner into the Dynamic Runbook. Customer-owned documentation in the customer’s tenant — not a vendor portal. Standard Operating Procedures (SOPs) authored against actual operational evidence. Knowledge transfer at engagement onboarding and at every cycle review. Continuity through staff change on either side — yours or ours.

Continual Improvement

Repeat-work pattern detection and root-cause elimination. Automation candidates engineered, tested, and deployed under change discipline. Ticket-class retirement — work that gets compressed does not come back. Quarterly operating reviews against the previous cycle’s baseline. Run-rate compression auditable in OpenBook® cycle over cycle.

Regulatory & Compliance Management

Brazil regulatory cadence — fiscal stamping, SPED, layout updates. Mexico CFDI · DIOT · regulatory layout cadence. FDA-regulated manufacturing operating discipline. SOX audit-pull support and remediation documentation. Country-specific tax knowledge integrated with platform technical operations.

Business Analysis & Advisory

Pre-platform-decision advisory (independent of SI relationships). Greenfield / brownfield / bluefield methodology fit assessment. Process redesign on operational pain points across HCM, Finance, SCM, Distribution. Module-level reconfiguration based on operational evidence. Audit-driven SOX or compliance remediation projects. Discrete one-off engagements absorbed at the same OpenBook® unit price.

Cross-platform parity

Every practice above applies across JD Edwards EnterpriseOne and World, SAP ECC and S/4HANA, Oracle Fusion Cloud, and NetSuite. Only the technical vocabulary changes (CNC ↔ Basis ↔ Cloud Admin ↔ NetSuite admin) — the operating model does not.

What every 15-minute increment includes

• Embedded Client Solutions Manager inside your Microsoft Teams tenant.
• Live Dynamic Runbook update on every fix.
• OpenBook® reporting cadence on every ticket, hour, dollar, increment.
• Senior oversight on every production-impacting change — AI assists; humans review, name, and approve.

Frequently asked questions

Why is the catalog organized around ITIL practices instead of platforms?

ITIL v4 practice areas are industry-standard vocabulary that IT operations leaders recognize from day one — Incident Management, Service Request Management, Release Management, Change Enablement, Continual Improvement. Organizing the catalog this way makes scope unambiguous across JD Edwards, SAP, Oracle Fusion, and NetSuite. Platform-specific terms (CNC, Basis, SuiteBundle) live inside the scope of each practice card.

Do you support all four ERPs equally?

The operating model — Outcome Team, OpenBook®, 15-minute unit, runbook discipline — is identical across JD Edwards, SAP ECC / S/4HANA, Oracle Fusion Cloud, and NetSuite. Each platform brings its own technical vocabulary inside Platform Engineering but the practice surface stays the same.

How is the cost structured across so many practices?

One unit price across every practice in the catalog and every platform on the engagement. One unit = 15 minutes of executed work, fully documented in the runbook, openly billed in OpenBook®. An incident, a service request, a Tools Release task, a DR rehearsal, and a business-analysis hour all consume increments at the same rate.

Do you also do project work, advisory, and BA-led engagements?

Yes — and they live in this catalog. Implementation, migration, lift-and-shift, integration build, software development, business analysis, and selection advisory are all named practice areas with their own scope. Project work absorbs onto the same OpenBook® ledger as the run engagement — not a separate contract.

Where does an engagement typically start?

Phase 1 lands on the leakiest platform first — whichever ERP in your estate has the loudest source of operational drag. Operations practices (Incident, Service Request, IAM, Monitoring, Service Continuity, Security, Performance, Service Desk) get absorbed onto OpenBook® on day one. Transition and Engagement practices scale in as the operating cadence stabilizes. Pace set by you.

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