1. Don’t Sweat, Challenge your SAP investments to
work for You
25th March 2010
www.bcone.com
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2. Webinar Agenda
• About Application Management Services
• Bristlecone’s Delivery Model
• About Bristlecone
• Next Steps
3. Why Bristlecone ?
• Being a part of customer centric
organisation
• A culture of being a Partner in
your business
• Walking alongside in the process Customer
of growth
• A personalised service -
advantage of being a focused on
business results
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5. What are Application Management Services ?
• Bristlecone acts as an extension of your IT department, taking care of routine
Business Application monitoring and management around the clock—freeing up
your IT staff to focus on higher-value projects. By proactively monitoring and
maintaining your systems Bristlecone can help you avoid many technology
problems in the first place. Should an issue occur, Bristlecone with their expertise
will troubleshoot and resolve it more efficiently.
• Just like larger companies, small businesses need technology to operate efficiently
and to compete effectively. But as reliance on IT grows, the resources to support
an increasingly complex IT environment may not. In many small businesses, IT
resources are scarce, and can be quickly overwhelmed with the day-to-day
responsibilities of keeping the IT infrastructure that the business depends on up
and running.
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6. Today’s Environment
Increased SAP Landscape and integration
SAP
SAP Analytics
Upgrade SPM SCPM
FI
SD Financial
Sales Acctg.
MM CO
Materials Controlling
PP Mgmt AM
SAP Landscapes
Production Asset
Planning
R/3 Mgmt
PS
QM Client / Server
SAP Rollout
Quality Project
Mgmt PM System
WF
becomes more
Plant Workflow
Maint.
HR IS
Human Industry
Resources Solutions
SCM - BI sophisticated
2000-3 2004-7 2007-10 2010-13
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7. Typical Example of a Business Solution Managed Internally
• Scenario in any internally supported
environment
– All Support team member are not fully
utilized
– Some of the members are over burdened
affecting the service levels
– Due to the unique skill sets one needs to
deploy all skills to support the
environment
– As an example one may need a team of
10 employees to provide services of 6
FTE
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8. Application Management Services
Core Application Management Services
Application support
Maintain 24x7 L1 to L3 level application support
Minor / Major Enhancement and Developments
System Administration
Add on Optimization Services
Audit and Optimizing Business Processes
Enhance Application Tuning
Evaluation and Implementation of New Functionalities
Training of End users and enable enforce system discipline
Knowledge Process Out sourcing (KPO)
Execution of Supply chain planning processes
Improve Master data management
Analytics and advance alerts on various KPI
Application Hosting
9. Our AMS Service Basket
IMPROVED BUSINESS ROI
GROWTH /
REACTIVE SUPPORT PROACTIVE SUPPORT INNOVATIVE SUPPORT
CONTINUITY SUPPORT
• Helpdesk Services • Application • Improve Business • Rollouts
• Application Enhancements Value • New Modules
Support (L1 to L3) (L4) • Application Fine Introduction
• Workflow • Process Tuning
• Application
Monitoring Enhancements • Process Audits Upgrades
• Production • Function • Business Audits
Enhancements • KPO Services
Emergencies • Data Analytics
• System Audits • Application
• Bug Fixing & Error • System Hosting Services
Correction • ABAP Audits Optimization
• Interface Audits • Training
APPLICATION System APPLICATION System APPLICATION System
SUPPORT Administration SUPPORT Administration SUPPORT Administration
Application APPLICATION Application APPLICATION
Enhancement Audit Enhancement Audit
APPLICATION APPLICATION 9
Tuning Training
10. Drivers for Business Change
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Source: EO Executives Online, Challenge of Change United Kingdom, Sept 2009
12. Dedicated AMS Delivery Model
• Dedicated team assigned to provide 24X7 services.
• Back up resources at offshore location to minimize the ramp up time
• Location of the team decided based on the clients need as well as
complexity of the environment
• Mutually agreed SLA based service
• Dedicated Client engagement manager assigned to ensure SLA compliance
• Blended model of dedicated and shared resources possible, to optimize
the cost
• Any service from service basket can be selected under this delivery model
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13. Service Level Agreement Framework
• Call Severity Levels: Defined based on the impact of the call on the business
process or on business decisions. The Severity of the Call helps in deciding the
Priority of attending to the call
• Severity1: Critical-Total System Outage
• Severity 2: Urgent –Issues stopping major business (Sales history failed,
Product Master failed)
• Severity 3: Moderate –Enhancement
• Severity 4 : Routine –Queries on usage
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15. Shared AMS Delivery Model
• 8X5 support is provided through shared pool of resources from offshore
location.
• This model is applied mainly for Reactive and Proactive services
• Application support L1 to L3
• System administration services
• Application Enhancement services, if need, are charged extra
• Clients signs for fix number of days support for the year. Additional days if
any are charged on T & M basis
• Support includes all modules of SAP
• It is possible to deploy hybrid model of dedicated and shared support
service
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17. “Pay as you use” Delivery Model
• Most cost competitive model
• Only reactive services are offered under this scheme
– Application support L1 to L3
• Support is provided from Bristlecone ODC
• No onsite services (If need are charged extra on T & M basis)
• Customer signs by paying a fix subscription fees
• Advance of ‘x’ amount is paid to activate the contract
• Fixed agreed fee is charged per ticket for L1 to L3 category
• Customer is billed only for the tickets raised during the month
• This is adjusted against the advance
• Customer to maintain min balance of £300 in his account
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18. Bristlecone Guarantee
• Part of the $6.7 Billion Mahindra Group – one of India’s most respected
conglomerates
• SAP Partner & having strategic relationship with SAP in co-developing SAP
products
• Preferred Partner in SAP Supply Chain Consulting
• Multi geographic reach with offices in US, UK, Singapore, India and ODC’s in
Mumbai, Bangalore and Pune.
• Serving Fortune 500 companies since more than 10 years
• MNC’s like Nike, British Petroleum, Unilever, ABB, Mahindra, Adaptec,
Ranbaxy, Welspun being served for more than 5 years through AMS
• Crossed 1000 Man Years of SAP AMS experience and counting
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19. About Bristlecone
• Founded in Silicon Valley 1996
• HQ is Mountain View, CA with over 1200 consultants worldwide
• Leader in strategy / business process consulting, systems integration and
outsourced business services in SAP
• Domain expertise across many industries: Consumer Products, High Tech,
Semiconductor, Electricals, Chemical, Pharmaceuticals, Industrial
Products, Oil & Gas and Automotive
• Global presence with offices in Mountain View, Houston, London,
Walldorf, Singapore, Mumbai, Bangalore, Noida and Pune
• Rated by AMR amongst top SAP supply chain solution providers
• Over 11 blue chip clients
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22. Bristlecone Clients: AMS Success Stories
HIGHLIGHTS:
• Onsite- Offshore Delivery “Bristlecone has offered Unilever Asia Excellent
• Multi Country Support SCM professionals in both our implementation
project and offshore support. We are very grateful
• 90% Incident resolution rate that we have chosen Bristlecone as our partner”-
•100% On Time report delivery T K Yeung, Supply Chain Systems Manager,
• Achieved 40% cost reduction over 3 years Unilver Asia
• 24 x 7 x 365 Support
“We are happy with the services of Bristlecone, with a strong project team which is put up at ABB. They have a
business understanding, performing good with the business, building trust on Mahindra capabilities. With strong top
management commitments, I feel they are more professional, more focused, more aggressive and they think ABB.”
- Vivek Deshpande, CIO ABB
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23. Thank You.
For more information, please contact:
John Fellows
John.fellows@bcone.com| +44 20 8818 0920
www.bcone.com
