TCC TECHNOLOGY CO.,, LTD.

Transcription

1 TCC TECHNOLOGY CO.,, LTD. SAP Managed Services An Innovative Approach to Optimizing Your ERP Investment A A Learning Experiences from Application Service Provider SAP SUMMIT 04 June 9, 2004 Contents TCCT s Managed Services Experiences: o Success Stories o Service Delivery Model o Core Competences technology infrastructure people & process o Investment o Company Profile

2 success stories Success Stories Company: Business: SAP Modules: Beer Thai (1991) Public Company Limited Beverage industry, Producer of Chang Beer FI, CO, MM, PP, PM, SD, HR Project Timeframe: August December 2002 No. of Resources: 25 consultants Company: Business: SAP Modules: Project Timeframe: Thai Glass Industries Public Company Limited Packaging industry, Glass bottle FI, CO, MM, PP, PM, SD, PS June 2002 February 2003 No. of Resources: 10 consultants AsiaBev Company: Business: SAP Modules: AsiaBev Co.,Ltd,Ltd. Trading industry Project Timeframe: No. of Resources: FI, CO, MM, SD October 2002 July consultants

3 Upcoming Milestones Company: Business: SAP Modules: Project Timeframe: No. of Resources: No. Locations: Scope of Services: Thai Beverages Public Company Limited Beverage industry, Liquor / Beer / Distribution Channel Corporate IT policy FI, CO, MM, PP, PM, SD, HR Est. 3 years ( ) Est. 80+ consultants 2 Head Offices, 17 Distilleries, 3 Breweries, 90+ Offices Nation-wide, Network infrastructure design and implementation Business process analysis (as-is vs. to-be be) Application implementation Manages hosting services for Messaging & Collaboration systems mysap.com technology infrastructure

4 Infrastructure Overview EMPIRE TOWER DATA CENTER (ETDC) Located on 30 th Floor, Empire Tower: Tier IV Classification (Uptime Institute) 200 sq.m m hosting & 160 sq.m m supporting areas 50/100 racks with N+1N supported infrastructure on major critical subsystems Completed with Network Operation Center, Storage, Staging, and Customer Service areas Integrated with building fiber optic backbone High speed connection (Gigabit Ethernet) Bandwidth management Highest security and usage control Connections to every tenant areas Supported by industry leaders in DC businesses Network commissioning by 1-Net (Singapore) Facility management by PM-B(Singapore Singapore) Managed services by HP (Thailand) Infrastructure Overview BANGNA DATA CENTER (BNDC) Located on 3 rd Floor, Building Next to Nation Tower: Tier IV Classification (Uptime Institute) 10 km from 2 nd BKK International Airport 600 sq.m. of hosting area 250 sq.m. of supporting area Total capacity of 238 racks Supporting Area: Network Operation Center Meeting Rooms Storage Area Staging Area Customer Service Areas Key Unique Features: N+1 supported infrastructure on major critical subsystems Modern state-of of-the-art facility Designed for enterprise class applications Highest security (physical; network)

5 Data Center E mpire Tower SAP Be er Thai Enterprise Storage S t or a ge A r ea N et w or k SAP Liquor Tape Library Communication Link Disaster Recovery Site at BJC SAPBee r Thai S t or ag e Ar e a N et w or k S t or ag e Su bsy st em SAP Liquor T ape Library service delivery model TCCT Service Delivery Model Managed Hosting Services Customer Level 1 & 2 Support Standard Support 1st and 2nd level problem resolution, hardware repair coordination, moves/adds/changes/deletes Log, prioritise, isola te, escalate, track, resolv e, close incidents Customer contact history, End-users notification, Status updates Service Desk 1 st le vel p ro blem isolation Call Forwarding Monitoring Backup mgmt. Problem isolation and resolution Hardwa re maint/repa ir coordination Capacity, perf, config mgm t, etc. Recovery Management Monitoring Problem isolation and resolution Hardware maint/repair coordination Ca pacit y, pe rf ormance, configuration mgmt, etc. Monitoring Problem isolation and resolution Capacity, performance, configuration mgm t, etc. Policy management Managed Services Systems Mgmt Network Mgmt Security Mgmt Level 3 Support Operations Management Infrastructure Management Consulting Services Supporting Services

6 Supporting Services Scope of Services Perform 1 st and 2 nd line single point of contact for incident reporting and request Log, prioritize and dispatch to the relevant support team. Perform incident & escalation management Provide monthly standard call report Managed Services CUSTOMER Level 1 & 2 Support Standard Support 1 st and 2 nd level problem resolution, hardware repair coordination, moves/adds/changes/deletes Log, prioritise, isolate, escalate, track, resolve, close incidents Customer contact history, End-users notification, Status updates Service Desk 1 st level problem isolation Call Forwarding Monitoring Backup mgmt. Problem isolation and resolution Hardware maint/repair coordination Monitoring Problem isolation and resolution Hardware maint/repair coordination Monitoring Problem isolation and resolution Capacity, perf, config mgmt, etc. Recovery Management Capacity, performance, configuration mgmt, etc. Capacity, performance, configuration mgmt, etc. Policy management Systems Mgmt Network Mgmt Security Mgmt Level 3 Support Operations Management Infrastructure Management

7 Storage Area Network Managed Hosting Services Data Center Empire Tower Di saster Recovery Site at BJC Available Services SAP Beer Thai SAP L iqu or Enterprise Storage Tape Library Communication Link SAP Beer Thai SAP L iqu or Storage Area Network Stora ge Subsystem Tap e Libra ry Implementation: Choice of customer implementation partner preference for Turnkey or Time & Material basis Leveraging ASAP methodology and SAP solution manager Hosting: Service offered under ASP model, monthly fee based on number of named user Minimum 3 years contract Including; SAP Production & development/test systems, software licenses, backup & recovery services System and network management Capacity and availability management Operation Support: 24x7 support desk Functional & Basis support Service level management Incident and problem management Change and configuration management Backup & Recovery Services Available Services Automated backup & recovery systems with advanced back-to to-disk feature Daily routine operation for add/remove Tape Backup Status and Log reviews Manage offsite & reclaim tape

8 Services in Summary Moving up the value chain 1 All Supporting Services 2 + Technical support + Consulting - general + ABAP/4 programming + Training Helpdesk Application hotline Basis hotline Escalation management Customer monitoring Service administration Supporting Consulting 3 Managed Managed Hosting 4 All Consulting Services + Application management + Performance management + Basis administration All Managed Services + Facility & Network + System management + Backup & Recovery Key Benefits: Comprehensive solutions Right size to fit your business Reduce management complexity Focus on core competency People & Process

9 Typical SAP Environment 8x5 Environment IT Manager (x1) System Engineer (x1) Database Administrator (x1) System Operator (x1) Help Desk Officer (x1) 24x7 Environment IT Manager (x1) System Engineer (x2) Database Administrator (x1) System Operator (x3) Help Desk Officer (x1) Total = 5 Total = 8 Managed Service Environment TCCT s Managed Services Team Data Center 1 Network Manager (x1) Network Engineer (x2) Data Center Operator (x8) Technical Manager (x1) System Engineer (x2) Database Administrator (x1) Technical Operator (x2) ABAP Developer (x2) Basis Consultant (x2) SAP Consultant (x7) Call Center Operator (x2) Data Center 2 Network Engineer (x1) Data Center Operator (x8) System Engineer (x1) Total = 40

10 Service Organization Model Customer Care Center Support Manager Help Desk Managed Services Functional Support (App. hotline) (2 nd Level) Technical Support (Basis&Dev hotline) (2 nd Level) Marketing Financial Logistics BASIS ABAP Client Manager Functional support (3 rd Level) Technical support (3 rd Level) Strategic Partner: - Zygen Technology Strategic Partner: - Zygen Technology for ABAP - Netizen for BASIS Managed Service Offerings Basic Services 98% availability up to SAP application basis layer System and network management Application and database management Basis Support on 8x5 basis System provided run on Intel based machine Standard Services 99% availability up to SAP application basis layer System and network management Application and database management Basis Support on 24x7 basis Functional Support on 8x5 basis System provided run on UNIX based machine

11 Managed Service Offerings High Availability Services 99.5% availability up to SAP application basis layer System and network management Application and database management Basis Support on 24x7 basis Functional Support on 8x5 basis ABAP/4 Support on 8x5 basis System provided run on UNIX based machine with full redundancy Service Comparison

12 Service Comparison Service Comparison

13 investment Breakdown of Cost Elements People and technical support 19.64% Typical 8x5 Hardware 20.13% People and technical support 19.55% Typical 24x7 Hardware 32.19% Infrastructure 1.40% Infrastructure 7.28% License 59% People and technical support 18.53% TCCT 24x7 License 40.99% Hardware 28.75% Infrastructure 5.62% Remarks: The calculation is based on the total cost of ownership over 3 years License 47.10%

14 Standard Cost Elements For typical ERP installation Perceived Costs 44 % Licenses (2%) Hardware (2%) Training / Implementation (7%) Operation / Maintenance (8%) Clients Infrastructure (10%) 1st Level Support (15%) Unaccounted Costs 56 % Leadership / Strategy (5%) User Support (5%) Internal Cost of Implementation (5%) Others (11%) Application Development (10%) Productive Operation (20%) Source: Dr.Brill & Partners About T.C.C T C Technology Incorporated in 2001 with THB120 m. in registered capital, later on became part of Berli Jucker PCL in 2003 to jump start its commercial businesses Positioned to be one of a leading key player in technology infrastructure business (2003 revenue > 100 million) Currently employs 50+ staff Primary Business Focus: Provider of mission critical business solutions and managed services by leveraging its world-class high availability technology infrastructure System integrator of 5 elements (people, procedure, data, hardware, and software) Target Customer: Medium and Large business enterprises TCC Group of Companies Tenants in Empire Tower Technology Partner with 1-Net, PM-B, IBM, HP

15 Q & A See you at Booth G1 For more information, Visit us at