SAP Support Services

Transcription

1 SAP Support Services

2 Agenda SAP offerings ABAP Technical Support EDI Capabilities BIBO Services Basis Support Basis Security Services Solution Manager Capabilities SLA Recommended Matrix Escalation Matrix for Support Copyright 2013, TVS Infotech Ltd. Slide 2

3 SAP Support Offerings SAP Support Services ( Level 3 & 4) ABAP Development Basis Support Functional Support Complex Basis Activities Additional Support RICEF Developments Workflows, UI Programming Performance Tuning System Monitoring Administrative tasks Kernel Upgrades Patches & Notes SAP and DB version Upgrades Configuration Changes Troubleshooting errors Change Requests Server Migration Data Archiving Installation of DR server Setup of Quality / Sand box server System Audit Training Data Cleansing & Migration Creation of user manuals Support Customer s Projects Realization Training & Testing New Module Implementations Roll-outs Upgrades Configuration Basis Set-up Master Data upload RICEF Development Train Core team / users. Walk through to consultants Unit testing Integration test assist Additional Module requirements New Dimensional products Industry specific solutions. Template roll-outs New Plant / locations Global Roll-outs Functional upgrade Technical upgrade Database Upgrade SAP Version Upgrade Copyright 2013, TVS Infotech Ltd. Slide 3

4 Onsite / Offshore Delivery Model Onsite Offshore Customer Onsite Coordinator can be present during crucial phases of the project like Business blueprint / Integration testing / Cut-over & Go-live. Offshore Coordinator Support Team Requirement Gathering / Blueprint Document Functional Specification document Technical Specification / Configuration Document Development Go-live / Acceptance in Production Integration Testing Unit Testing Copyright 2013, TVS Infotech Ltd. Slide 4

5 Team Structure & Communication Model Customer Project Sponsor Onsite TVSi Offshore Delivery Centre TVSi Mgt Steering Committee Quarterly Reviews (Monthly Reviews during initial stages) Customer - SAP Practice Head Delivery Head Project Manager Support Manager / Onsite Coordinator Offshore Support Manager / Coordinator Program Manager Project Execution Team Weekly Status Reviews Functional Consultants Project Manager Developers Functional Consultants ABAP Developers Enablers Experts Panel Quality / Process Group SAP Center of Excellence Copyright 2013, TVS Infotech Ltd. Slide 5

6 CUSTOMER CUSTOMER TVSi Clock Starts ISSUE/ LOG IN BUGZILLA TICKET EXECUTION FLOW-LEVEL 2 & 3 SUPPORT SPOC ASSIGN TO RESPECTIVE MODULE CONSULTANT ACKNOWLEDGEMENT TO THE CUSTOMER CONTD Level 4 Level 3 LEVEL 2, 3 OR LEVEL 4? WORK ON THE TICKET Clock starts RESOLUTION NO ANY CLARIFICATI ON TO THE CUSTOMER YES ENTER IN THE BUGZILLA Clock stops CUSTOMER PROVIDES CLARIFICATION NOT OK ADVANCES TO CUSTOME R TESTING OK CUSTOMER APPROVES TO CLOSE TICKET CLOSE THE TICKET IN BUGZILLA Copyright 2013, TVS Infotech Ltd. Slide 6

7 CONTD ESTIMATED EFFORT IS GIVEN TO THE CUSTOMER CUSTOMER APPROVES TICKET EXECUTION FLOW-LEVEL 2 & 3 FS PREPARED BY RESPECTIVE MODULE CONSULTANT SENT TO CUSTOMER FOR APPROVAL CUSTOMER APPROVES PREPARE TS CODE DEVELOPMENT & TESTING NOT OK TESTING BY CUSTOMER OK CUSTOMER APPROVES CUSTOMER CLOSES THE TICKET Copyright 2013, TVS Infotech Ltd. Slide 7

8 ABAP Technical Capabilities Requirement gathering Prepare or modify Technical specification and Unit Test plans Develop or modify RICEF Objects Forms, Reports, Enhancements, Conversions Interfaces with internal or external systems involving processing of files, spreadsheets, XML or ALE/IDOC CRM Technical Support (Web UI development etc.) Work Flow development/enhancement Unit testing Delta version of training and documentation TVSi/Customer standards, process and templates to be used Copyright 2013, TVS Infotech Ltd. Slide 8

9 Illustrative ABAP Support Requests that we handle RICEF Simple Medium Complex Reports (if it s not standard, then it has to be developed (Custom Development)) Classic reports with 7-8 fields and one screen/ list for output Simple ABAP Queries Changes to existing Classic/ALV reports with additional logic ALV reports with a maximum of 10 fields for output. Reports involving logical calculations. Interactive reports with drill down features, sub reports and additional GUI components. New ALV Reports with grid features display. Reports with complex logical calculations. Interfaces (relates to Idoc or ALE or File transfer or XML file transfer) Adding 1-2 fields to existing custom IDOC or other interfaces Updating master data records from CRM to SAP Data conversion from external DB into SAP via IDOC Message Splitting & Message merging New custom IDOC development Conditional updates from Non SAP to SAP system using look-ups (Business connectors) Conversion (tools cover BAPI, LSMW, BDC) Converting new file structures with 6-7 fields from legacy to SAP Convert and map employee details from legacy system to SAP Invoice posting using FB50 Create rebate agreements using VB01 Converting invoice images from SAP to a third party system Data conversions for transactions with Tab strips and table controls Enhancements (methods include BAdI, User Exit, Implicit or Explicit Enhancement.) Writing Sample programs for data upload User exits to sort sequences in lists Add fields to VBRK & VBRK for interface Modify user exit to calculate shipment cost User exits for availability & additional credit checks Enhancing screens using BADI s Forms (includes development work related to ABAP Script, Smartform, or PDF) Addition of header items with Logo s Creation of letter heads Change of logos and header item based on company codes Forms with page breaks or line item over flows. Dynamic changes in box dimensions Language translations e.g. English to Arabic Copyright 2013, TVS Infotech Ltd. Slide 9

10 EDI Capabilities Technology profile Implemented EDI in two international customers to connect to their customer through EDI partner or Directly to customer s system. Interfaces with EDI Partner as well as directly to the customer systems Supporting 2 global customers Providing Functional as well as technical support in EDI space Rich Experience in Outbound Invoice Inbound Purchase Order Inbound PO Change Outbound Stock Transfer Advice Outbound Inventory Inquiry Advice Outbound Inventory Advice Outbound Delivery Outbound Sales Order Outbound Sale order Change Outbound Order Confirmation Outbound Scheduling Agreement Outbound Advance Shipping Notification Inbound and Outbound Custom IDOC Key Benefits Executed the Project at offshore model Cost Reduction. Template based approach followed enabling to add new customers with minimal effort Providing technical and functional support Copyright 2013, TVS Infotech Ltd. Slide 10

11 BIBO Capabilities Technology profile Currently we are Supporting 2 global customers Having USA customer support experience in BI and BO Rich Experience in implementation and Support projects in BI platform Currently BO implementation project in in progress BI Capabilities Process Chain Data Load Report Development Remote Cube Real time reports connecting to Source System Jump Query BEx Analyzer Query Analyzer BO Capabilities Universe Crystal Reports Dash Board Web Intelligence (Web I) Integration with BW system Integration with other Relation data sources Live Office Analysis Key Benefits Executed the Project at offshore model Cost Reduction. Providing technical support and Data Load monitoring (ECC Extract by using process chain) Copyright 2013, TVS Infotech Ltd. Slide 11

12 Basis Capabilities SAP Basis Administration to any system land scape such as ECC, BI, BO, SRM, CRM, Enterprise Portal, APO etc. 24/7 Basis Support Daily Job Monitoring Daily/Weekly/Monthly maintenance activities Technical Upgrades SAP Version Upgrade Support/Enhancement Pack (ABAP/JAVA) Database Version Upgrade Patch Update Kernel Upgrade Copyright 2013, TVS Infotech Ltd. Slide 12

13 Basis Securities Key Benefits Improved response from auditors Reduces security & compliance costs Actively addressing security risk and giving trusted status with all stakeholders Avoids application failures due to authorisation problems Huge Risk protection, Avoids any security breach Ease of User Management, Support for licensing Audit Approach The end user will fill the authorization form and get the approval from his respective process owner. The process owner will send the same to IT head for approval. The IT Head Controller will then send the same to the Basis Consultant located at offshore The Basis person will provide required authorization & Test the same with help of Functional Consultant If require, technical help of respective functional consultant will be taken by basis person for providing necessary authorization objects and classes including the organization levels. The Basis will inform to IT Head and end user to test. Upon Confirmation by End User, the ticket will be closed Key Tasks Identifying and Assigning relevant authorisations to user Ensuring any role change of end users are reflected in profiles Locking users not logged for a defined period of time Ensuring periodic change of system and user passwords Identifying and monitoring the users with system critical authorisation. Removal of redundant user, profiles and authorisations Identifying potential problems User password Security IP level logon security Audit configuration to monitor end user activities SAP Users Management reports Single Sign-on through SAP Market place SSO Certificate for Java stack Copyright 2013, TVS Infotech Ltd. Slide 13

14 Solution Manager Capabilities Have strong exposure in Solution Manager Implementation and Support projects Implementation experience in many local and international customers across the globe Providing Support to multiple customers across the globe from offshore Having strong experience in the following Early Watch Alert (EWA) configuration Configuring Auto notifications via Central System Administration for SAP ECC systems Root Cause Analysis And Early Watch Alert configuration for BO systems CCMS alert for BO Systems Job Scheduling alert for BO and ECC Systems Service Desk Configuration Incident Management Configuration Copyright 2013, TVS Infotech Ltd. Slide 14

15 SLA Recommended Matrix Mean Times Regular Business hours Severity 1 Severity 2 Severity 3 Severity 4 Response Resolution Response Resolution Response Resolution Response Resolution 30 minutes 8 Hours 2 Hours 1 Business Day 4 Hours 3 Business Days 5 Business Days 20 Business Days Mean Times On call hours Severity 1 Severity 2 Severity 3 Severity 4 Response Resolution Response Resolution Response Resolution Response Resolution 45 minutes 12 Hours 2.5 Hours 1 Business Day 4 Hours 3 Business Days 5 Business Days 20 Business Days Escalation Mechanism Severity Escalation Criteria Escalation Point Severity 1 & 2 issues All issues Level 1 and Level 2 Managers Severity 3 Resolution time < 3 days Level 1 Manager Resolution time between 3 5 days Level 2 & so on Severity 4 Resolution time < 20 days Level 1 Resolution time between days Level 2 & so on Copyright 2013, TVS Infotech Ltd. Slide 15

16 Escalation Matrix for Support Escalation Level Escalation Level 1 Escalation Level 2 Escalation Level 3 Escalation Level 4 Escalated to Program lead Program manager Account Manager Delivery Head If the issue is not resolved within the stipulated timeframe it can be escalated to the next level as per the escalation matrix. At the start of the engagement, TVSi will inform the SPOC to the customer. Customer should nominate a Single Point of Contact (SPOC) for the Support Engagement. All issues need to be escalated to the TVSi through the SPOC. For Level 2 and 3 requests, we will resolve as per the SLA agreed with the customer. If the issues are not resolved per the SLA, then escalations should be made as mentioned above. Start Stop Clock will be strictly followed for customer stoppages or pending approvals/uat etc( Refer to ticket flow in slide 18 & 19) Copyright 2013, TVS Infotech Ltd. Slide 16

17 Case Studies CPG Industry CLIENT PROFILE A global leader in the supply chain management of agricultural products and food ingredients TVSi Role Implementation of EDI for 25+ Customers in USA & Canada followed by EDI Support. Developed 15+ Message Types for Order to Pay and Procure to Pay Transactions. Project is executed with Onsite and Offshore Model for the OSVI division and 100% offshore for OTP division. EDI Implemented for both Standard SAP Transactions and Custom Built ( Z-Transactions) Process. Having dedicated Project team. Successful Implementation of EDI for 16 Partners went live on the same day of Go Live with no errors reported - fetched Repeat Order to TVSi by the Client Best Practices Triggering to Group of Users whenever inbound Sale order is created Template based approach followed in developing EDI for SO, SO Confirmation, Delivery and Invoicing enabling to add new customers with minimal effort. Nil or Minimum Control is given to Intermediate Service Provider ( IBM Sterling Commerce) with a view to reduce the maintenance cost whenever a new customer is added. Exercised Control in SAP System to ensure Invoice is not created for Manual Creation of Sale Order. Create a PO with the Inbound Order confirmation IDOC and data from Custom Table. Benefits to the Customer Executed the Project at offshore model Cost Reduction. Reduce the dependency on IBM Sterling Commerce ( Middleware Service Provider) by having complete control at Client side with nil or minimum control to IBM, thereby reducing the support Cost to the Client. Adding new Customer with less efforts by developing EDI Templates Copyright 2013, TVS Infotech Ltd. Slide 17

18 Case Studies Manufacturing Industry CLIENT PROFILE A leading company in the global power transmission market TVSi Role Implementation of Solution Manager CHARM configuration Central System Monitoring configuration Configuring Auto notification via s Central System Administration Jobs Scheduling alert for BO and ECC systems Configure Root Cause Analysis for BO systems Early Watch Alert (EWA) configuration CCMS alert for BO systems Incident Management Configuration Service Desk Configuration Best Practices Triggering to Group of Users whenever any critical job failed or not started within the given threshold SAP best practices followed in the entire project Configuring Production Solution Manager was carried out by the customer support team with the help of our consultants to get real time hands on experience End to end Root Cause Analysis activated for Server performance, memory issues and any issues relate with Application or DB server Operation Manual with screen shot and details for end user training Benefits to the Customer Executed the Project at offshore model Cost Reduction. Reduce the man power efforts to monitor the jobs which runs 24/7. Configuring new systems landscape by using internal IT team Copyright 2013, TVS Infotech Ltd. Slide 18

19 Case Studies IT Services CLIENT PROFILE A well-known business partner to customers for their business automation and transformation initiatives TVSi Role Installation of Solution Manager Download and update the required patch Willy Intra installation Service Desk Configuration Root cause Analysis (RCA) for BO systems Maintenance Optimizer Configuration Early Watch Alert (EWA) report configuration SAP router installation and configuration Configure Solution Manager to Escalate un-solved problems Configure Solution Manager to report product errors Best Practices Triggering to Group of Users whenever any critical job failed or not started within the given threshold trigger for un-solved problems and product errors SAP best practices followed in the entire project Operation Manual with screen shot and details for end user training Auto download the required software, Notes and patches from SAP service market place Configuration Manual with screen shot for training and post implementation support by the support team Support team hands on training Benefits to the Customer Executed the Project at onsite/offshore model Cost Reduction. Reduce the man power efforts to monitor the jobs. Automatic transport movement to other landscapes through Solution manager to minimize the error Hands on training to the internal support team Copyright 2013, TVS Infotech Ltd. Slide 19

20 THANK YOU HEAD OFFICE TVS INFOTECH LTD. ASV Chandilya Towers, 7 th Floor, 5/397, Rajiv Gandhi Salai (OMR), Okkiyam-Thoraipakkam, Chennai , India. T: F: INDIA UNITED STATES NETHERLANDS UNITED ARAB EMIRATES