Application Management Services

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1 Application Management Services

2 Application Development Key Initiative Overview Structured Approach Strategize and Plan Develop Governance Drive Change Management Execute Measure and Improve Data source: Gartner

3 Leading Enterprise Response to Disruptive Technologies Ideate Rationalize Evaluate Transform Data source: Gartner

4 Measuring the Business Impact of IT Services Data source: Gartner

5 Techwave Application Management Practice Overview Support Model Delivery Organization Techwave ALM Practice Processes & Tools Delivery Transition About Techwave

6 Overview Offerings Support applications and platforms Scope of support

7 Overview: Offerings Application Management Services Across. Industries Solutions Geographies Retail/CPG/Wholesale Healthcare Mining Energy Life Sciences States High-Tech Higher Ed ERP & Applications SAP ERP SAP CRM SAP SCM Business Intelligence SAP BI/BO OBIEE QlikView Tableau EPM SAP BPC & Financials IBM Cognos TM1, Clarity Oracle Hyperion North America Philadelphia, PA Houston, TX Edison, NJ India Hyderabad

8 Overview: Applications & Platforms Application Management Services Across. Applications Operating Systems Databases SAP Oracle IBM Tableau QlikView HP UX IBM AIX IBM LINUX SUN SOLARIS MS WINDOWS 2X Oracle MS SQL IBM DB2

9 Overview: Scope of support (a) Application Management Services Across. Functional Services Development Services Administration Services Scope of Work usually across functional modules like FI, CO, MM, SD, PP, QM, PM etc. and New Dimension Modules Daily Tasks: Resolve Issues across various SAP, Oracle Modules for which business transactions are configured Monthly Tasks: Resolve Issues in Period Closing Quarterly Tasks: Resolve issues in Quarterly Reporting Annual Tasks: Period End Fiscal Year Closing Resolve issues related to application of patches etc.. and more Scope of Work usually involves maintenance of Form, Reports, Interfaces, Components, Enhancement, Interfaces on ABAP & JAVA stack Daily Tasks: Resolve issues related to the above ABAP objects on SAP Monthly Tasks: Resolving ABAP/4 related Issues in Period Closing Quarterly Tasks: Resolving ABAP/4 related Issues in Quarterly Reporting Annual Tasks: Resolving ABAP/4 related Issues in Period Closing FY end Resolving Issues related to application of Support Packages and more Scope of Work usually involves system & services monitoring & issue resolution across systems in Customer System Landscape Daily Tasks: Monitor work processes & resolve issues related to locks, failed updates, backups, performance, transport requests etc. Weekly Tasks: Monitoring DB growth, weekly backups etc. Monthly Tasks: Plot & Analyze DB Growth, File system use, etc. Quarterly Tasks:.. Annual Tasks:.. Special Tasks: and more

10 Overview: Scope of support (b) Application Management Services Across. Limited Configuration Services Configuration Support for Business Changes Year End Closing Services Scope of Work usually includes configuration support limited to a scope previously defined in the Statement of Work. and more Scope of Work usually Configuration Support required due to change in business processes This doesn't cover the changes due to additions / changes in the organizational units. and more Scope of Work usually includes supporting the customer in activities related to Fiscal Year Closing; like number ranges reset, modules like etc. and New Dimension Modules Annual Tasks: Period End Fiscal Year. and more Audit Support Solution Manager Support Technical System Audit Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more

11 Support Models Support Model Onsite Offshore Minimum Duration Pricing Component Level 1 3 Years Level 2 2 Years On site Fixed + On site Variable + Offshore Fixed + Offshore Variable On site Variable + Offshore Fixed + Offshore Variable Level 3 1 Year Offshore Fixed + Offshore Variable Ticket Based 1 Year Offshore Variable (based on effort of all tickets

12 Support Models: Level 1 Support Model Level 1 Support Across Applications & Technology Platform Salient Features Fixed Duration: 3 years Offering Type: Customized Support: onsite / offshore / both Support Tool: Solution Manager Pricing: Depends on Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Configuration Support for Business Changes Year End Closing Support Audit Support(limited) Solution Manager Support Technical System Audit Engagement Manager Single Point of Contact for the Customer Manages the relationship between Customer & Techwave Accessible to the Customer 24 x 7 x 365 Conducts Periodic Review Internally reports to the Delivery Director Responsible along with the Project Manager for all issues of the project Responsible along with the Delivery Director for the commercials

13 Support Models: Level 2 Support Model Level 2 Support Across Applications & Technology Platform Salient Features Fixed Duration: 1year Offering Type: Customized Support: onsite / offshore / both Support Tool: Solution Manager Pricing: Depends on Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support Solution Manager Support

14 Support Models: Level 3 Support Model Level 3 Support Across Applications & Technology Platform Salient Features Fixed Duration: 1year Offering Type: Customized Support: onsite / offshore / both Support Tool: Solution Manager Pricing: Depends on Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support

15 Support Models: Ticket Based Support Model Ticket Based Support Across Applications & Technology Platform Salient Features Fixed Duration: 1year Offering Type: Customized Support: Offshore Support Tool: Solution Manager Pricing: Depends on Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support

16 Techwave Project Management Office Delivery Director Program Manager Quality Assurance Onsite Delivery Customer Customer Engagement Manager Customer Process Owners Customer End Users Activities Techwave Delivery Manager Delivery Team Delivery Management Tools SAP Solution Manager, Proprietary Issue Tracking & Billing System Status Reporting Daily Review Session,Weekly Status Report Monthly Status Report Milestone Delivery Report Exception Report Offshore Delivery Techwave Delivery Manager Delivery Team QA Manager Activities Issue Ticket Acknowledgement, Allocation, Analysis, Effort Estimates & Feedback, Prepare related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure Communication Tools SKYPE Audio Conferencing & Video Calls, Periodic Visits E Mail Issue Ticket Acknowledgement, Allocation, Analysis, Effort Estimates & Feedback, Prepare related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure

17 Processes and Tools Issue Resolving Process Service Level Management: AMS Solution Manager Delivery Transition

18 Processes and Tools: Issue Resolving Process Support Ticket Management Realization Testing & Transport Training Closure Support Ticket Creation by Customer Ticket Acknowledgement Ticket Allocation to Consultant Ticket Analysis, Queries & feedback Issue / Process Documentation Signoff Issue Documentation Effort Estimates & Feedback Design Documentation Prepare Functional Specs & Technical Specs Perform Configuration on system Development on system Prepare Configuration Document Prepare Test Scenario & Scripts Perform Unit & Integration Testing Record Test Results & Provide feedback Rectify defects / Incorporate feedback Re Testing Testing Signoff Transport from Test Environment to Quality Perform Testing as above Confirm Results Transfer to Production Prepare Training Manual Train End Users Provide Training Evaluation & Feedback Retrain, if required Training Signoff Issue resolution Prepare Closure Documentation Ensure Issue Closure Ticket Signoff Close Ticket Customer Techwave

19 Processes and Tools: Service Level Management Service Level Mgmt Service Level Definitions Service Level Reporting A proactive methodology with procedures to govern the Delivery Management and ensuring that adequate levels of Service agreed with the Customer are met while providing AMS Defining the quality of Application Management Services provided to the customer A measurement of Service Levels of Application Management Services provided by Techwave SERVICE LEVEL AGREEMENT Project Governance Structure, Roles & Responsibilities & Workflow in the above structure Quality Expectations of the Customer Response Times & Resolution times agreed with the customer IRT and MPT for customer messages, depending on the priority assigned The procedure to follow if the customer message cannot be solved within the prescribed time Escalation Levels Service Windows Resource Deployment (by skill, on site / off shore )

20 Processes and Tools: Solution Manager SAP Solution Manager used in. SAP Implementation/Rollout SAP Upgrades Solution Development on SAP Application Management Services Implementation Content Upgrade Content Project Management As Primary Support Desk Tool Project Management Customizing Sync SDLC Project Planning Support Ticket Mgmt. Managing Business Blueprint Upgrade Management Design Early Watch Alert & Service Project Planning Upgrade Blueprint Infrastructure Mgmt Level Reporting Central Test Coordination Infrastructure Mgmt Central Test Coordination System Monitoring & E Training Central Test Coordination E Training Administration Customizing Synchronization E Training Change Request Management Business Process & Interface Best Practice Documentation Monitoring Change Request Mgmt. Project Management Tool for all SAP services offerings Customer Message Processing / Status Tracking SAP Service Market Place / SAP Notes / SAP Patch Downloads

21 Transition Methodology SAP System Landscape Assessment & Verification Document Business Drivers &Challenges, Broad level Business Processes of customer Prepare SAP Landscape Document with interfaces to external system and infrastructure overview Prepare SOW, Deliverables, Resource requirements, Quality & Service Level requirements Off shore Feasibility Analysis, Transition Complexity Analysis, Risk assessment Solution Proposal & Finalization Finalize Resource & infrastructure requirements; Evaluate Engagement Models Propose Delivery models, Service level mgmt, Risk mitigation plan, Project plan, Delivery Management Tools & software, Transition Plan, Tech Recommendations, Project governance & Processes Propose commercial structure, pricing, contract; negotiations and finalize contract Knowledge Acquisition Planning & Preparation Identify Knowledge, Sources of Knowledge & resources to transfer knowledge across TAB* Finalize KT Documents & Techwave resources for knowledge acquisition Finalize infrastructure, Prepare Knowledge, Transfer Plan, Customer Approval TAB* Technology, Application & Business Knowledge Acquisition Techwave team understands Technology, Business & Applications of Customer Simulate on site / off shore environment; Test Low priority & less intensive apps Analyze Service Level Metrics and Identify Improvement Areas Update Solution Manager Delivery Transition To Techwave Service Level Monitoring Customize Quality Management System; Training & Knowledge Transfer to Off shore / other teams; ODC setup and initiate operations, Pilot Project Execution Metrics SLA based delivery; Testing Applications; Continuous Improvement through Analysis, Optimization & Automation ONSITE OFFSHORE EITHER OR BOTH

22 About Techwave Capability Service Portfolio Clients Connect with Techwave

23 About Techwave Established in 2004 to provide clients a trusted strategic partner that provides cost effective services while providing the thought leadership. Focused on the providing solutions and services that become valuable IT assets Established Partnerships with SAP, IBM and Oracle Project success metric of 100%, within budget and on time Repeat engagements at every client Consistently ranked among Americas fastest growing companies Ranked in INC500 in 2011, 2012, 2013 and 2014 Ranked 9 th among fastest growing private companies in Philadelphia (PBJ 2012) Featured in CIO Review as 10 Most Promising Financial Software Integrators Featured in Forbes Magazine as 2014 Pennsylvania Technology Leaders

24 Solutions and Services SOLUTIONS Business Process Management Enterprise Resource Planning Enterprise Performance Management Business Analytics Strategy development, Strategy and Roadmaps Integrated planning Enterprise analytics deployment & execution Functional configurations Forecasting and financials Strategy and Roadmaps Modeling & Architecture Application development consolidations strategy Deployments of self- Metrics & Transformation Roll-out and Deployments and implementations service predictive Process intelligence & Data quality and Probability and cost analytics Monitoring conversions management Dedicated practices for Enable SOX, GMP and Test Automation Supply chain performance SAP, BW, BOBJ, BO-DS, Financial compliance management (SCPM) Tableau, Cognos, OB IEEE, Tools: SAP, Cognos, Microstrategy, Microsoft Hyperion BI implementation and Migration to HANA landscape Services: Advisory, Implementation, Training & Deployment, Support, Staff Augmentation

25 Outsourcing Solutions 1. Application Support (Help Desk) 2. Application Maintenance 3. Application Operations 4. Application Development End-user support for applications including: User Administration Call Recording Call Prioritization Call Monitoring Initial Triage Applications support services including: Analysis Functional Requirements System Design & Monitoring Configuration Break/Fix Provide patch release implementation and testing, database optimization, and interface management Provide Batch Job Management, Application Security, Release Changes, Version Control, and Change Control Provide application and database monitoring Perform maintenance and tuning Provide leadership, resources, and support for upgrades, implementation of new module and new ABAP customization Services including: Analysis Functional Requirements Technical Specifications System Design Configuration / Programming Testing and Implementation 5. Database Management 6. Relationship & Account Management 7. Operating System and Infrastructure 8. Service Management Provide database management services including: Administration and Tuning Extension Management Monitoring Single Point of Contact Service delivery compliance management Service SLO and quality management System management services including: Backup and Recovery Operating System Updates Incident and Change Management Performance Management Network and Security Management Operate and measure service against SLOs including: SLO Management Service Reporting Issue Management QA Reviews Risk Reviews

26 Capability: Core Strength Key elements to deliver projects successfully, on time, within budget End to end project delivery with 100% success ratio ERP & Analytics ERP, BI, BW, Mobility Process driven dashboards Management Consulting EPM BOPC Hyperion Domain understanding, highly skilled team Technology solution plus business process modeling BPM/BPO BPO BPM EIM MDM Big Data HANA Industry focus, Big-Data service offerings Partners : SAP Microsoft IBM Software AG

27 Service Portfolio Service Offering Onsite Business Consulting Remote Administration Remote Configuration Remote Development Application Management Services End-to-end implementation Description Coordinating project work between client site and GDC Manage issues and changes on the project effectively Client installation, landscape design Security design and testing Transport management Performance tuning Setting up global and local configuration offshore Providing support during design phase Developing functional project deliverables offshore Remote development of RICEFW (Reports, Interfaces, Conversions, Extensions, Forms and Workflow) Use of QRM framework, best practices, templates, checklists, and guidelines Tight integration and multi-level communication channels with onsite teams Break Fix and Incident support Application Enhancements System operation and monitoring

28 Why Techwave

29 Awards and Recognition Consistently rated amongst America s fastest growing private companies:

30 Partners Strong partnerships with leading software providers including SAP which allow us to leverage their expertise especially when we innovate to extend solutions and provide accelerators to our customers.

31 Global presence Exton, Houston, New Jersey (USA) Dubai, Abu Dhabi (UAE) Damam (Saudi Arabia) Johannesburg (SA) Singapore Hyderabad (India)

32 Thank You! Phone:

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