1 Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May by, Inc. 1
2 Table of Contents 1 INTRODUCTION PROCESS CONSIDERATIONS OUR SAP APPLICATION MANAGEMENT SERVICES Level 1: Help Desk Support Level 2: Functional and Technical Support Level 3: System Administration and Monitoring Upgrades/Migrations/Major Ad-hocs OUR APPROACH Planning Transition Stable State SUPPORT PROCESS ESCALATION PROCEDURE NEXT STEPS
3 1 INTRODUCTION Inc. are experts in supporting advanced reporting capabilities in SAP BW 3.0 and 3.5. SAP BW users working across specific functional and/or cross functional areas gain the benefit of our capacity to extend and elaborate analytical reporting. This document is written to highlight our support service and processes for a typical SAP BW environment. SAP BW SUPPORT/ MAINTENANCE VALUE PROPOSITIONS We offer centralized outsourced Level 1 and Level 2 BW Support and Maintenance. Through the use of offshore resources we are able to dramatically lower costs by up to 75% from traditional use of in-house and on site consulting. This accelerates a companies ROI on their BW investments but as importantly, frees up internal resources to focus on new implementations and enhancements. We specialize in a global delivery model. With 2 key features: 1. Our ability to support users spread over the globe interacting in different languages. Including English, German, Portuguese and French. This has strategic value to multinational corporations and multi-lingual business users. 2. In addition to different languages our service delivery model is able to operate across time zones guaranteeing where needed, global 24/7 user support. Our BW Support Infrastructure and Resource teams are ready for immediate deployment. 2 PROCESS CONSIDERATIONS Many of our customers in this area have been successful with a fine tuned and customized process, this way we are capable of taking over either Level 1 and/or Level 2. This decision is purely based upon client preferences/ priorities; however can consult with a client after some due diligence and come up with a support road map. In some cases clients have requested elements of Level 3 support. is experienced and prepared to engage Level 3 support where requested. The primary issue and key driver to any support and maintenance issues is the working roles and responsibilities of a client s existing BI development team, which typically must only handle new development issues and not maintenance of existing BI applications. This will streamline productivity and efficiency and instill a disciplined process across all BI applications. Some of our clients however, prefer sourcing out primarily level 2 support only. As mentioned above, this issue is a decision made by client management. 3
4 A BW Maintenance/Support Project Scope typically includes: Bug Fixing Performance Analysis Performance Modifications Small Enhancements Testing / Recoding application 'End-to-End' when new SAP Patches or Release changes are deployed Migration when new modules or new functionalities are added Upgrading from BW 3.x to BI 7.0 / Netweaver 2004s Documenting Changes Implementing a communication tool to the BW operations The project scope usually excludes: Building/Running/Monitoring of Process chains Basis Support 3 SAP APPLICATION MANAGEMENT SERVICES s SAP Application Management Services help companies strengthen their competitive position by reducing cost of ownership while improving business performance. Our deep industry expertise, technical expertise in SAP applications, and efficient global delivery capabilities, combine to bring businesses an SLA based model that incorporates proven methodologies and best practices to enable continuous quality improvement of services at ideal costs. Based on each client s business requirements, we provide a right mix of on-site, near-shore, and offshore resources to meet each clients business needs. Our global delivery model for SAP application services is very mature, highly scalable and based on ITIL, CMMI, and ASAP methodologies. By entrusting their application management to us, companies can peacefully focus on their core business-building capabilities. offers the following BW Support Levels: 3.1 Level 1: Help Desk Support Level 1 support involves setting up of a formal Helpdesk with a Toll-free phone number and Support address to s Global Offshore Solutions Center. Super Users who have a workflow understanding of the entire Corporate BW application would answer informational and training related questions. Our help desk is capable of handling calls world wide and supporting various different languages while speaking to Super Users. They would be the first layer of support whenever a User encounters an issue. They would also be responsible for capturing the support calls accurately, tracking them and routing the information to the appropriate Level 2 support area via an issue tracking system. Longer term Level 1 accumulates a custom lessons learned knowledge base for each that is used to further streamline the support process. 4
5 Responsibilities on this support level include: - Centralized help desk - Support coverage is based on customer requirements, up to 24/7. - Multi-channel support (web, phone, , chat channels) - Incident management 3.2 Level 2: Functional and Technical Support Level 2 support is primarily responsible for supporting all the functional and technical issues arising from a client s BW applications. can structure to have at all times one Business Analyst offshore to coordinate Level 2 support. The role of the Business Analyst would be to review the issues submitted, prioritize them and determine the best way to resolve them. also recommends the Business Analyst to be the SPOC (single point of contact) between the User community and the Support team. Depending on time zone issues the SPOC role can be divided according to shifts. Responsibilities on this support level can include: - Problem management - Minor functional/technical enhancements - Application Testing - Performance Analysis and Optimization - User Trainings - Documentation Level 2 Support is also responsible for logging cases with the Software vendors for reproducible errors in the Vendor s Application Software. 3.3 Level 3: System Administration and Monitoring Level 3 support is responsible for infrastructure maintenance, system configuration, transportation management, system performance and routine maintenance tasks such as backup and archival. typically does not get involved in any of the Level 3 activities except for transportation management (moving objects from Development to QA, QA to Production). Inc. is prepared to offer most Level 3 support functions if requested. Responsibilities on this support level include: - System monitoring - OSS support from SAP - Release management - DBA support - SAP user management - SAP patches and hot fix application 5
6 3.4 Upgrades/Migrations/Major Ad-hocs is flexible to work with customers making ad-hoc development requests as part of Level 2 support on a case by case basis. Specific guidelines are included in our SLA documents. 4 OUR APPROACH employs a phased methodology to transition and assume application management responsibilities, including: 4.1 Planning At the beginning of an engagement, s Account Manager would talk to stakeholders of the project at the client s site. The account manager would validate the engagement scope and confirm stakeholders service expectations. In collaboration with them, he would develop the project planning artifacts and finalize the transition plan. 4.2 Typical Transition Our four-phase, collaborative effort ensures a smooth transition of BW maintenance with no business interruption. Phase 1- Knowledge Acquisition Phase: During the Knowledge Acquisition Phase (KAP), a core team of s BW experts would visit a customer s location and understand the complete environment and the requirements. proposes to complete the Knowledge acquisition Phase over a period of 4 weeks. The entire study will be a collaborative effort of the client and teams. During this phase, the following activities would be completed: Project plan for KAP phase Understand the scope, the roles & responsibilities of each of the team members. Understand the various BW applications, their source systems, their setup & configurations. Understand broadly, the various business processes that are covered by these applications. Understand the various customizations, reports and interfaces that are built around these applications. Understand the changes that have been done since the beginning Review Issue History the issues, root cause analysis and remedies Document all the above and Prepare the Systems Maintenance Technical Document At the end of the KAP, an Execution Process Document would be prepared which would explain the process of how the support activities would be carried out, the service level agreements, the escalation procedures and various reports that would be generated by the support team. This would also include the necessary inputs that are required for planning of the offshore center. 6
7 Phase 2 - Assisted Support: practices an on-site before offshore philosophy to foster interaction, friendships, and continuing knowledge transfer from customer teams to BI experts. Following the Knowledge Acquisition Phase, validates the acquired knowledge by observing customer teams perform their activities. then assumes support responsibility, assisted by customer teams. Once is comfortable handling the application management responsibilities; would strive towards meeting or exceeding the mutually defined SLA. Phase 3 - Offshore Setup: The third phase would be the setup of the Offshore Solutions Team for BW maintenance at one of the software export facilities in India. This phase can happen concurrently with the Assisted Support Phase. Communication links to a client s Development/QA/Production environments and an IT Service Desk tool will be setup during this phase Out of the team of BW experts who complete the KAP, would relocate some of them to the Offshore Center, so that the knowledge transfer & learning is accelerated. At that point of time, would review and start transferring the support activities to the Offshore Center incrementally and increase the offshore team size accordingly. At the end of the Assisted Support Phase, the actual team size with a break up of how many would be based in the Offshore Center and how many would be based onsite, would be finalized. Complete roles & responsibilities for each of the team members would also be decided at that time. Phase 4 - Cutover: would start the cutover activities from the onsite team to the offshore team once the offshore center is fully functional. The cutover would happen in four stages. 1. For a period of 2 weeks, the offshore center would take over the support with the onsite team playing a back-up and supervisory role. 2. Once the offshore team is fully equipped, the support activities of all the development and test environments would move over to the offshore team. The onsite team would continue to support the production environments for a further period of one month. 3. Once the offshore team stabilizes with the development & test environments, they would take over the support activities of the production environments. 4. would review the team size and provide either 8 *5 (8 hours for 5 working days weekly) 16*5(16 hours for 5 days in a week) or 24*7 support as per customer requirements. Table 1 Transition Services Timeline Week1 Week2 Week3 Week4 Week5 Week6 Week7 Week8 Week9 Week10 Knowledge Acquisition Phase Assisted Support Offshore Setup Cutover The above time line is for a typical BW maintenance transition roadmap. Depending on the scope of the project this could vary any where from 2-3 months. 7
8 4.3 Stable State Once transition is complete, would assume complete responsibility for all in-scope services defined in the Service Level Agreement. Knowledge-management tools would ensure continuous service quality improvement while our offshore team provides CWHS (customer work hour support). 5 SUPPORT PROCESS proposes the following solution to provide customers with turnkey Level 2 support services to manage their BW applications. Level 2 support services are proposed based on the initial discussions and the support levels defined above. Specific operating procedures on how issues would be submitted to and the procedures on how they would be prioritized and resolved would be specified in the Service Level Agreements (SLA) that would be mutually agreed upon and executed by a client and. Specific service level guarantees and remedies would be mutually agreed upon and specified in the SLA. s issue resolution procedure would involve the following steps: 1. Whenever there is an issue, the User sends out an to or calls the toll-free number 0-(800)-XXX-XXXX 2. If this is a Level 1 support issue, the Super User would try to work with the User and resolve the issue by or over the phone. But, if this is a Level 2 support issue, the Super User would log the issue into our Issue Resolution System. 4. Users could also be configured to enter the issues/tickets directly into the Issue Resolution System. 3. When tickets are submitted to the Issue Resolution System, the ticket would be first reviewed by a consultant at our Offshore Solutions Center. 5. If the consultant needs clarifications or thinks the ticket does not comes under the scope of Level 2 support (may be a Level 3 issue), he would call back the client to discuss. 6. Otherwise the consultant would begin remediation of the ticket based on the SLA. recommends the matrix below for prioritizing Issue Resolution. 8
9 Table 2 Typical Level 2 Application Support Services Matrix Severity / Priority types Emergency Business Threat High Medium Low Suspend Prioritization Guidelines Incidents that result in a severe disruption to application availability and demand immediate attention. No work-around exists. The incident may affect single users or small groups of users if they are unable to complete business critical tasks during crucial times. Business risk is high. Server or Application issue affecting multiple users. Problem that affects business or finance officers, and prevents them from performing an important business function. An incident or problem that has a low to moderate impact. Any incident affecting the test, development or training environment. The capability of the application user(s) to complete production work has not been seriously affected. The user has questions or inquiries that have low to minimal impact and can be deferred, to be addressed when time allows. The ticket is dependent on an external deliverable. Completion time is suspended until the internal party() regains control Examples Unscheduled outages, e.g., BW application, database, network, communications. Loss of application functionality during strategy/decision making periods Data corruption resulting in critical batch process continuously failing. Delta mechanism stops working for Key Info Providers Non-critical business functions are unavailable Single user unable to use application during non-critical business times. Questions that are noncritical Installation or upgrade of system by Level 3 support or waiting for a response from an external source. call back Response from Acknowledging receipt of issue and description of resolution plan within one hour Response from Acknowledging receipt of issue and description of resolution plan within one hour Response from Acknowledging receipt of issue and description of resolution plan within 4 Business Hours Response from acknowledging receipt within 1 business day Update Frequency Every 30 minutes 1 business hour 4 business hours 8 business hours 9
10 6 TYPICAL ESCALATION PROCEDURES The following table lists your contacts in order of escalation level. A detailed explanation of each role and how they would respond to these requests follows the table. Table 3 - Request Escalation Levels Role Phone Notes Dedicated Support Address Dedicated Helpdesk Project Manager Account Manager nc.com nc.com Toll Free 0-(800)-xxxxxxx India Cell: +91-xxx-xxxxxxx US Cell +1-xxx-xxxxxxx All Level2 IT Service Desk Issues sent here Follow procedures in Call Tree or speak with Operator / Super User All Business Threat Items will notify Cell Phones Customer Satisfaction Related Issues Offshore Operations Manager India Cell: +1-xxx-xxxxxxx All Business Threat Items will notify Cell Phones Chief Operating Officer US Cell: +1-xxx-xxxxxxx Customer Satisfaction Related Issues Dedicated Support Address The most efficient method for contacting is your dedicated address. Sending requests to this address automatically alerts your Project Manager and the support staff. If the request is a Business Threat issue, the message is forwarded to the cell phones of the support staff, Project Manager, and Offshore Operations Manager. All issues and requests should be sent via the Dedicated Support Address. 10
11 Dedicated Helpdesk If there is a need to contact Offshore Solutions Center directly, please call your dedicated number for the Helpdesk. If there is an Emergency issue, and you have not received a prompt response from the initial notification, please use this number to contact. Business Threat issues are automatically escalated to your Project Manager and the Offshore Operations Manager. Project Manager The Project Manager is your primary contact. This means that your Project Manager understands your implementation, your business and all critical issues that need immediate attention. The Project Manager is available during your business hours. Depending on the nature of the issue, your Project Manager will escalate issues to the Offshore Operations Manager and Chief Operating Officer. Your Project Manager will also keep you informed on the status of any issues. Account Manager Your Account Manager will be your main business point of contact. He will be responsible for ensuring resource allocation and pricing issues. All issues escalated and unresolved within pre-set limits will trigger the Account Manager being notified. Offshore Operations Manager All Project Managers at our offshore locations report to the Offshore Operations Manager. Emergency Issues are automatically escalated to the Offshore Operations Manager. All issues, if not resolved within pre-set time limits, will be escalated to the Offshore Operations Manager. Chief Operating Officer The Chief Operating Officer carries overall responsibility for all customer issues. All issues, if not resolved within pre-set limits, will be escalated to the Chief Operating Officer of. 7 Next Steps to Optimizing Your BW Maintenance. can discuss your needs and further refine and customize the above document Tracking tool selection or decision. Enhance Service Level Metrics, guarantees and project scope Enhance specific operating procedures and support services. Determine the list of BI applications for maintenance Determine Pricing and duration of your maintenance contract. 11
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