Wise Men SAP onDemand Support Services-Webinar
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Transcript of Wise Men SAP onDemand Support Services-Webinar
SAP On Demand Support Services
Wise Men Confidential
www.wisemen.com | [email protected] | +1 281-953-4500
Krishna Prasad NanduriManager – SAP Practice
Jan 29, 2015
Wise Men Confidential
Agenda
Introduction to Wise Men
Introduction to the Speaker
Wise Men SAP Practice
SAP On Demand Support Services
Summary
Q&A
2
Wise Men Confidential
About Us
4
Wise Men: US-based WMBE
• Established in 1997
• Technology and Supply Chain solutions
• HQ: Houston, Texas, US
• Canada & Dubai
• India: Hyderabad and Pune
18+Years in the industry
8+
500+
Vertical specializations
5Locations across the globe
Employeesglobally
Wise Men Confidential
About Speaker – Krishna Prasad Nanduri
Krishna Prasad is an industry leader with over 20 years of experience in
SAP implementations, upgrades and rollouts for end-to-end solutions. He
currently heads SAP Practice for Wise Men. He has the best of vertical
knowledge in Food & Dairy, FMCG, Hi-Tech and Automotive sectors.
Krishna Prasad has expertise in establishing Business processes within
build controls and standardization & integration of supply chain
management.
6
Wise Men Confidential
SAP Practice Overview
8
PARTNERSHIP Service partnership with SAP
Extended business relationship (EBR) for
re-selling with SAP
Global Mobility Apps partner
Analytics Reseller
CUSTOMER BASE Supports Fortune 500 companies like
CNP, Exxon Mobile, BP and Schlumberger
Committed to growth by investing on
resources & techniologies
GLOBAL LOCATIONS Houston is hub and operations in Northeast
and California
Operations in India and ME
BUILD PRACTICE Experienced team in USA and India
RDS Solution in TM, EWM, Utility ,
Healthcare and Wholesale Distribution
POC systems for HANA, BO, Mobility
Certified offshore support facilities in India
Wise Men Confidential
Wise Men Range of Capabilities
9
Center of Excellence (COE)
• Subject matter experts
• Knowledge Repository
• Best Practices for Verticals
Methodology
• Proven Methodologies for:
Support, Upgrades,
Implementation
Critical Mass of
SAP Resources
• Access to deep expertise
• Vertically aligned resources
• Trained & Certified Consultants
Global Delivery Model
• Leveraging costs by Offshore
Onsite Model
• Secure infrastructure and
Development Centers
• In place Project Governance
SAP Infrastructure
• Development Infrastructure
• Operations Infrastructure
• Execution Infrastructure
SAP Special Tools
• Upgrade assessment
• Focused effort determination
Wise Men Confidential
Wise Men SAP Support Services
11
Application support and Maintenance
ServicesSAP Functional
Support ServicesSAP Technical
Support ServicesSAP Analytics
Support ServicesTicketing tool &
Reporting
Delivery Models
Global Delivery
Application Support
Dedicated Application
Support
Centralized shared
Application Support
Flexi-Core Application
Support
Wise Men Confidential
Application Support and Maintenance Services
Flexibility in application management
Optimizing Business applications
Cost-effective
Continuous improvement
Stabilizing the SAP environment
Our SAP Support Services are committed to establish a high performance, quality operation by
providing reliable support processes, focused on flexibility and the ability to recognize trends
and adapt quickly to technical and business needs of our customers
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Wise Men Confidential
Functional Technical AnalyticsReporting &
Ticketing Tool
Wise Men has a deep
understanding of how to
improve business processes and
functions to achieve high
performance. We have
developed a number of
innovative functional solutions
using SAP technology, to help
organizations get the most out of
their SAP investments.
We offer functional support for
Core and niche SAP Modules
Wise Men can offer a range of
technical support services
ABAP:
Enhancements and bug fixes
Migration and Upgrade support
Documentation Support
QA/QC Support
BASIS:
Installation of Support packages
and Additional Languages
Online & Offline Backups
Incremental and Cumulative
backups
GRC:
Access & Process Control
Risk Management
SAP GRC Dashboard
Wise Men offers High quality
Operational BI reporting Support
Activities:
Functional Dashboards Support
Activity
In Memory Database Tools like
SAP HANA Technical Support
Business Planning System Support
Mobility & Predictive Application
Support
Wise Men provides its
clients with seamless
integration of SAP
SOLMAN with their SAP
systems, which eases
the task of raising
tickets/issues and
having a track of them at
one place.
Wise Men support
services include service
level analysis & monthly
reporting for its clients
Support Services
SD, MM, PPPS, HR, PM,QM, FICO, Etc.
CIN, Batch Mgt., TM, DMS, RetailCache Weight Mgt.,Etc.
Core Niche
Wise Men Confidential
User Support Production Support
24 x 7 Help desk
Responding and resolving the user queries
Updating the resolution in Knowledge
Repository
Preparation of trouble shooting checklists to
resolve maximum issues in less time at first
level
Providing necessary documentation to users to
resolve issues at their level
Providing solution documentation for users
24 x 7 Help desk
Resolving Production Run Requests
Updating the resolution in Knowledge Repository
Generating special reports
Job analysis
Monitoring the healthiness of production systems
Providing batch dump resolutions
Aiding business team in carrying out routine
activities
Preparation of ‘How-to-do’ documents for routine
activities
Functional
ABAP
BI/BW/BOBJ
BASIS
PI / Interfaces
Enhanced User Experience
HANA
Mobility
Wise Men Confidential
Wise Men - Service Maturity Model
16
Level 5Optimizing
Level 4Quantitatively Managed
Level 3Defined
Level 2Managed
Level 1Initial
Characteristics of the Maturity Levels
Processes measured and controlled
Focus on process improvement
Processes characterized for the Organization and is proactive (Projects tailor their processes from Organization’s standards)
Processes characterized for the projectsAnd is often reactive
Processes unpredictable, Poorly controlled and reactive
Wise Men Confidential
Wise Men SAP Support Service Highlights
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24 x 7 Dedicated helpdesk & Production Support
Application Development support
Basis, OS, DB support
SAP SOLMAN integration with client SAP systems
Free service level analysis & monthly reporting
Web based SOLMAN connectivity
Application Support and Maintenance
Dedicated teams
SLA based fixed price engagements
Transition with Risk Reward Pricing Model
Dedicated Application Support
Shared resources
SLA Based Fixed Price Engagements
Virtualized delivery centers
Centralized Shared Support
Core & Shared Resources - option
Competency aligned service delivery
Virtualized delivery centersFlexi-Core Support
On site off shore delivery Support model
Offshore based KT - 80-20 Rule for Non Critical Applications
Global DeliverySupport
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Global Delivery - Application Support Model
On site off shore delivery Support model
Offshore based KT - 80-20 Rule for Non Critical Applications
Ability to provide round-the-clock services
Scalability (Ramp-up and Ramp-Down Flexibility)
Enforces worldwide best practices
Ability to leverage local skills and cost structure
Wise Men Confidential
Dedicated - Application Support Model
Wise Men has wide experiences in providing SAP application support for various
organizations on a global basis – covering Functional, Technical and Basis support.
The following are the key value proposition of our SAP Dedicated - Application
Support Model:
Dedicated Support Team
Commitment to SLAs
Standard Operating Procedures
Effective Monitoring & Control
Metrics Reporting and Root Cause Analysis
Continuous improvement program
Wise Men Confidential
Centralized Shared - Application Support Model
Wise Men is currently working with
multiple customers to provide SAP
support services on shared service
model, aimed at reducing overall
support and maintenance cost of
customer, while deriving benefits
of dedicated support.
The shared service support is
provided by a common pool of
dedicated consultants servicing
multiple customers.
Wise Men Confidential
Flexi-Core - on-Demand Application Support Model
Flexi-Core Model allows our customers to leverage
custom / Tailor-made application support Services
Flexi-Core Model provides various flexible options:
Option to choose the resources and technologies you need
from time to time
Option of covering various time zones
Option of fixed hours billing and flexi hours billing
Option of changing, adding and deducting the resources any time
Option of shifting to dedicated support
Option of choosing a separate team for enhancements, upgrades etc.
Wise Men Confidential
Support Services - Cost Effectiveness & Flexibility
Flexibility
Cost
Effect
ive
High
Dedicated Application Support
Model :
• Dedicated teams
• SLA based fixed price engagements
• Transition with Risk Reward Pricing
Model
Flexi -- Core Application
Support Model :
• Core & Shared Resource
• Competency aligned service delivery
• Virtualized delivery centers
• Leverage of common toolsCentralized shared
Application Support Model :
• Shared resources
• SLA Based Fixed Price Engagements
• Virtualized delivery centers
Low High
Wise Men Confidential
Delivery Models Summary
Dedicated Centralized Shared Flexi Core/Shared
1. Cost Higher Lower Optimized
2. Special Limited Available Available
skills
3. Risk Lower Higher Mitigated
4. Tools & Client specific Centralized Industry best practices
processes Non-standardized In-flexible Customized & flexible
5. Pricing Fixed Parameter based Parameter based
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Wise Men Confidential
Keep pace with rapid technological changes, Contact:
+1 281-953-4500
Copyrights 2015. Wise Men. All Rights Reserved.
Wise Men’s onDemand Support Service models are designed to achieve the most
cost-effective way to reduce the support and maintenance cost while continually
improving and stabilizing the SAP environment for our clients