Managed Services Overview

Transcription

1 Managed Services Overview By Shyam Chodapunedi

2 Company Overview 2

3 About KPIT EMPLOYEES $410M REVENUE INDUSTRY FOCUSED GLOBAL PRESENCE Recognized Leader Enterprise IT Business Consulting Product Engineering 31 Offices in 16 Countries Key Geographies: North America Europe Middle East Asia Pacific South America Recognized Leadership in multiple industry verticals Manufacturing Automotive 3 Energy & Utilities Sweden China Japan Singapore India Australia UAE France Germany South Africa USA South Korea United Kingdom Brazil Netherlands Canada Sweden India 3

4 Integrated Service Offerings Business Consulting Business Intelligence ERP Application Development and Integration Engineering Solutions Outsourcing Solutions Business Process Consulting PLM / PDM Application Outsourcing Supply Chain and CRM Consulting IT Strategy Consulting MES SCM Plant Solutions Business Process outsourcing Distribution and Warranty Management Help Desk Management Analytics and Dashboard Solutions T e c h n o l o g y S o l u t i o n s 4

5 SAP Business Unit Overview 1700+SAP Consultants Customers across 25+ Countries 16 SAP Qualified Solutions Magic Quadrant for SAP Implementation Service Providers, published in July SAP Gold Partner & SuccessFactors Sales, Consulting, & Education Partner Winner of Best On premise Delivery Performance Award at SAP Partner Summit 13, India Winner of Partner Sales Champion Award at FKOM'13, Singapore Partner Impact Award at SAP North America Field Kick-Off Meeting (FKOM) SAP Qualified Solutions including HANA Solutions, Mobile Solution for CRM mobile Ranked among Top 20 SAP Implementation Providers by Gartner Joint COE with SAP Engaged with SAP Labs for development of Best Practices since 2007 Handling SAP BOBJ (Product Support) Worldwide Support 5

6 Managed Services Practice Overview 500+ Dedicated Managed Services Consultants 100+ Global Managed Service Customers Global Delivery Model, ITIL / ITSM, Six Sigma 7 Global Delivery Centers & 31 Offices Managed Services Key Highlights Global Customers Infrastructure Management Services Value Added Services Applications Support Services Managed Services Service Operations Services Cloud Management Services Projects, Upgrades & Roll-Outs Mature Delivery Excellence Program Flexible Delivery Model including pay-per-use End-to-end capability Industry Focused: Auto, Manufacturing, Energy & Utility Certified Consultants Cost savings of up to 30-40% Free Assessment Services 6

7 Managed Services Framework 7

8 Managed Services Framework Enhanced Satisfaction Level Role based competencies Knowledge Management and Customer portal ITIL based Frameworks Six Sigma Focus PEOPLE PROCESS TECHNOLOGY Application Support Services Technology Expertise Domain/Functional Knowledge Multilingual Experience Multi-Cultural Sensitivity Certified Consultants HD/SD Capabilities Delivery Excellence Transition ITIL / ITSM Six Sigma Standard Opt Procedures SAP Oracle JD Edwards MS Dynamics Microsoft.NET SharePoint Java Mobile Apps Custom Applications Application Support Services Transition Methodology Technology Partnerships Center of Excellence in Technology Automation Tools Lower Attrition Pay for Performance 8

9 KPIT Global Managed Services Portfolio 24X7 Help Desk Support for all levels SAP Remote Infrastructure Monitoring Oracle Remote Support Desktop, LAN, WAN E-Business (Microsoft & java) ITSM Tools Maintenance Partner Service Operation Center (SOC) Application Support Service Mobile & Custom Apps Infrastructure App support Projects Roll-Outs Upgrades ( Functions & Technical) Major Enhancements Projects, Upgrade & Rollouts Infrastructure Management DBA services Data Center Support Infrastructure Rationalization Services Application Hosting Services Managed Cloud SaaS PaaS IaaS Cloud Management Value Added Service Assessment Services Optimization Services Application Services PMO Services 9

10 Engagement Models Engagement Models Named & Dedicated Experts Dedicated Staff providing support on a daily basis Shared Service Model Shared resources across multiple customers to bring down On-Demand Pay-per-use utilizing expert skills Ideal for companies looking to reduce costs or severely constrained to add permanent staff Total control over time zones and work shifts to ensure easy communication with your global teams Fix-Price or T&M billed on a Monthly basis Build a team (U.S. based and/or Global) of your choice Team members are shared across multiple clients for cost reductions via economy of scales Team can be scaled up or down in line with changing circumstances, offering significantly enhanced operational flexibility. Ideal for specialized requirements / niche skills Contract on hourly or project basis when required Gives you higher flexibility, predictability and cost control on T&M basis 10

11 Managed Services Methodology 11

12 Delivery Excellence KPIT ALM (Application Lifecycle Management) methodology provides processes, tools, best practices and services to manage SAP and non-sap solutions throughout the complete application lifecycle along the IT Infrastructure Library (ITIL). Foundation Reporting Operational /SLA s Service Level Framework Analytics Incident & Problem Mgt Trend Analysis Feedback process and Impact Measurement AMS Delivery Excellence Operational Operations Run Book Standard Operating Procedure Optimization Tools and Accelerators 12

13 Global Services Model End User Key User Local IT Team BASIS (Corporate), Portal, PI & Integration Management L1 Support Helpdesk Ticketing Tool Raised to 2nd Level ITIL, ITSM Processes, PMO Governance Model L2 Support Service Tickets Finance Logistics Sales Supply Chain Onshore & Offshore Functional / Technical Consultants Enhancements, Developments and Design changes HCM Project, Enhancements, Implementation, Upgrades, Rollouts Global Governance 13

14 Engagement Cycle using KPIT framework and methodology Initial Engagement Partnership Transition Execution Steady State QA Review QA Review QA Review QA Review Capabilities & Requirements Due Diligence Services Agreement Transition Planning Knowledge Transfer Secondary Support Primary Support Steady State Project Specific Knowledge Transfer Continuous Improvement Development Projects Project Specific Knowledge Transfer 14

15 KPIT Global Managed Services Clients (Partial list ) 15

16 Value Proposition Integrated Service Delivery Model Low Risk Transition Agile CoE Best User Experience One Stop Shop ITIL V3 based 100% in-sourced end-to-end support SLA Monitoring, Tracking and Reporting Detailed KPIT Transition framework minimizing risk (rebadging, prioritization, OCM) Knowledge Transfer using proven KPIT Tools Periodical forecasting and demand management for events Develop Solutions & SAP Roadmap for repetitive business events Flexible team ramp up/ramp-down in ~ 2 to 3 weeks 24 X 7 service desk operating model using ITIL Processes Accent Neutralization and SAP 101 training for L1 team with frequent feedback Delivery Excellence Program Business Value Enablers & Performance optimizers Dashboard reporting, Customer Portal, CSAT s 16

17 APPENDIX 17

18 DASHBOARD & REPORTING 18

19 SLA Management - Metrics Achieved Paused Opened Misses 19

20 Analytics Problem Aging Priority 1 Priority 2 Priority 3 Priority 4 20

21 Thank You 21