Application Management Services (AMS)

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1 Contents 1. AMS : An Overview 2. AMS : Models 3. Delivery Organization 4. Processes & Tools 5. Transition Methodology 6. Pricing Application Management Services (AMS) Enterprise Application Services Capability Presentation For Customers

2 1. AMS : An Overview Offerings on SAP (a) Application Management Services across... Industries Chemical Pharmaceutical Steel Textile Paper Engineering, Machinery & Components SAP Solutions SAP R/3 (Release 4.x, ECC x.y) mysap CRM mysap SCM mysap Enterprise Portals mysap SRM mysap Business Intelligence mysap PLM mysap HR mysap Financials Geographies India & APAC North America Europe

3 1. AMS : An Overview Offerings on SAP (b) Application Management Services across... SAP Technologies SAP R/3 (Release 4.x, ECC versions) mysap CRM mysap SCM mysap Enterprise Portals mysap SRM mysap Business Intelligence mysap PLM mysap HR mysap Financials Operating Systems HP UX IBM AIX IBM LINUX SUN SOLARIS MS WINDOWS 2X Databases Oracle MS SQL IBM DB2

4 1. AMS : An Overview Offerings on SAP (c) Application Management Services involving... Functional Activities Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules Daily Tasks: Resolve Issues across various SAP 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 Development Activities Scope of Work usually involves maintenance of Form, Reports, Interfaces, Components, Enhancement, Interfaces on ABAP & JAVA stack Daily Tasks: Resolve issues related to 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 Packages and more Basis Administration Activities 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

5 1. AMS : An Overview Offerings on SAP (d) Application Management Services involving... Limited Configuration Scope of Work usually includes configuration support limited to a scope previously defined in Statement of Work. and more Configuration for Business Changes Scope of Work usually Configuration required due to change in business processes This doesnt cover changes due to additions / changes in organizational units. and more Year End Closing Scope of Work usually includes supporting 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 Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more Solution Manager Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more Technical System Audit Scope of Work usually across modules like FI,CO,MM,SD,PP,QM,PM etc. and New Dimension Modules. and more

6 2. AMS : Models Platinum (a) Salient Features Minimum Contract Duration: 3 years Offering Type: Customized Mode: onsite / offshore / both Tool: Solution Manager Pricing: Depends on Number of Hours Scope of Functional & Technical Interfaces to be managed Extent of Customization Service Windows / Time zones of SAP System Landscape Services Functional Activities Development Activities Basis Administration Activities Configuration for Business Changes Year End Closing Audit (limited) Solution Manager Technical System Audit Engagement Manager Single Point of Contact for Customer Manages relationship between Customer & Castaliaz Accessible to Customer 24 x 7 x 365 Conducts Periodic Review Meetings with Customer & Castaliáz teams Internally reports to Delivery Director Responsible along with Project Manager for all issues of project Responsible along with Delivery Director for commercials

7 2. AMS : Models Gold (b) Salient Features Services Minimum Contract Duration: 1 year Offering Type: Customized Mode: Eir on site or off shore or both Tool: Solution Manager Pricing: Depends on Number of Hours Scope of Functional & Technical Interfaces to be managed Extent of Customization Service Windows / Time zones of SAP Server Landscape Functional Activities Development Activities Basis Administration Activities Limited Configuration Solution Manager

8 2. AMS : Models Silver (c) Salient Features Services Minimum Contract Duration: 1 year Offering Type: Customized Mode: Eir on site or off shore or both Tool: Solution Manager Pricing: Depends on Number of Hours Scope of Functional & Technical Interfaces to be managed Extent of Customization Service Windows / Time zones of SAP Server Landscape Functional Activities Development Activities Basis Administration Activities Limited Configuration

9 2. AMS : Models Ticket based (d) Salient Features Services Minimum Contract Duration: 1 year Offering Type: Customized Mode: Off shore Tool: Solution Manager Pricing: Depends on Number of Hours Scope of Functional & Technical Interfaces to be managed Extent of Customization Service Windows / Time zones of SAP Server Landscape Functional Activities Development Activities Basis Administration Activities Limited Configuration

10 3. Delivery Organization Delivery Framework CastaliázProgram Management Office Delivery Director Program Managers QA Managers Quality Processes Project Mgmt. Procedures Reusable Assets Onsite Delivery Customer Customer Engagement Manager Customer Process Owners Customer End Users Activities Castaliaz Delivery Manager Delivery Team 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 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 Communication Tools SKYPE Audio Conferencing & Video Calls, Periodic Visits E Mail Offshore Delivery Delivery Manager Delivery Team Castaliáz (Back Office) Activities QA Manager 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

11 4. Processes & Tools An Illustration: Issue Resolution Process Issue Resolution Phases Ticket Management Realization Testing & Transport Training Closure Ticket Creation by Customer Ticket Acknowledgement Ticket Allocation to Consultant Ticket Analysis, Queries & feedback Design Documentation Prepare Functional Specs & Technical Specs Perform Configuration on system Development on system Prepare Test Scenario & Scripts Perform Unit & Integration Testing Record Test Results & Provide feedback Rectify defects / Incorporate feedback Re Testing 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 Issue / Process Documentation Signoff Issue Documentation Effort Estimates & Feedback Prepare Configuration Document Testing Signoff Transport from Test Environment to Quality Perform Testing as above Confirm Results Customer Castaliaz : : Transfer to Production

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

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

14 5. Transition Methodology Delivery Transition to Castaliaz 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 Knowledge Acquisition Planning & Preparation Knowledge Acquisition Delivery Transition To Castaliaz Service Level Monitoring Continuous Process Improvement Finalize Resource & infrastructure requirements; Evaluate Engagement Models Identify Knowledge, Sources of Knowledge & resources to transfer knowledge across TAB* Castaliázteam understands Technology, Business & Applications of Customer Propose Delivery models, Service level mgmt, Risk mitigation plan, Project plan, Delivery Management Tools & software, Transition Plan, Tech Recommendations, Project governance & Processes Finalize KT Documents & Castaliázresources for knowledge acquisition Simulate on site / off shore environment; Test Low priority & less intensive apps Customize Quality Management System; Training & Knowledge Transfer to Off shore / or teams; ODC setup and initiate operations, Pilot Project Execution Metrics SLA based delivery; Testing Applications; Continuous Improvement through Analysis, Optimization & Automation Preventive Maintenance, Root Cause Analysis, Team rationalization, Service Level Reporting Finalize infrastructure, Prepare Knowledge, Transfer Plan, Customer Approval Analyze Service Level Metrics and Identify Improvement Areas Onsite Offshore Propose commercial structure, pricing, contract; negotiations and finalize contract TAB* Technology, Application & Business Update Solution Manager Eir or Both : : :

15 6. Pricing Various Models Models Onsite Offshore Minimum Duration Pricing Components Platinum 3 years On site Fixed + On site Variable + Offshore Fixed + Offshore Variable Gold 2 years On site Variable + Offshore Fixed + Offshore Variable Silver 1 year Offshore Fixed + Offshore Variable Ticket based 1 year Offshore Variable (based on effort of all tickets

16 We look forward doing business with you and Inspire your business! Contact For all Inquiries: Ivan Noronha Mobile:

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