YASH’s SAP shared services program brings predictable value leveraging best-in-class procedures, processes, templates and reporting mechanisms, laying a strong foundation for comprehensive solution management.
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Shared Services for SAP Application Management @ YASH
1. Shared Services for SAP Application Management
Improve Performance and Efficiency at a Predictable Cost
Small and midsize organizations must often compete with larger enterprises
that have the advantage of financial, technical, and personnel resources. YASH
has designed a shared services application management portfolio to meet the
specific needs of small and midsize companies, keeping costs of supporting and
maintaining SAP applications as cost effective as possible.
YASH’s SAP shared services program brings predictable value leveraging best-
in-class procedures, processes, templates and reporting mechanisms, laying a
strong foundation for comprehensive solution management.
Customers are ensured of high service levels, improved efficiency, and reduced
cost of ownership by leveraging the SAP shared services program from YASH, an
SAP certified global partner for application management services.
2. SAP Application Management Service (AMS) – Delivery Model
Customer 1 Customer 2 Customer 3
SAP End User IT Manager Business User
Service Desk-Help Desk/ Ticket- Issue Management Portal
Quality Management & Security Administration
SAP AMS
(Offshore/ Near Shore Delivery Centre)
Resource Management
Project Manager (L1,L2, L3 Support)
Functional BASIS Development
Support Support Support
Group Group Group
User Support, Call and issue management, developments,
customizing and enhancements
Training and Knowledge Management
Benefits of Using YASH’s Shared Services Model
▪▪ Shared Costs – A pool of resources support multiple customers, spreading the cost of a resource to
several customers.
▪▪ Shared Knowledge – Resources have access to various other team members in a shared model
allowing team members to learn additional best practices and industry knowledge.
▪▪ High Service Levels – YASH’s support teams are recognized for their high levels of service whether
in a dedicated setting or a shared services setting.
▪▪ Improved Scalability and Flexibility of Levels – Customers can choose which level best suites their
business needs.
3. Flexible and Scalable Shared Services Offering
YASH offers three levels of support to suit varying business needs. With global delivery capabilities, YASH
offers a combination of delivery models that include blended and offshore.
Standard Support
▪▪ Functional support for all CORE modules is covered
▪▪ Mission-critical support services include break-fix and minor enhancements during client
business hours
▪▪ Keeps systems up-to-date, resolves problems quickly, and prevents bottlenecks
Premium Support
▪▪ Provides an annual assessment and a support advisor to reduce risk & TCO
▪▪ Monthly assessment reports are submitted, which analyzes potential improvements to the
technical implementation and core business processes and identifies requirements and best
practices integral to establishing high-performance operations
▪▪ ABAP development activities are also included
Platinum Support
▪▪ Most complete support level covers Functional , ABAP and BASIS areas
▪▪ Focuses on business processes, the system landscape, IT automation, and protection of
IT investments
▪▪ Subject matter experts oversee service delivery and a single point of access to SAP experts on
solutions, technology, development, and support is assigned
Shared Services Offering/ Feature Standard Premium Platinum
Support for Functional x x x
(All Core Modules), ABAP, and Basis
Support for Advanced & Niche Topics (SRM, CRM, x x
APO, Webdynpro, Adobe Forms, Netwearver etc.)
Project Management Support x x
Offshore Support Hours (3 am to Noon ET) x x x
Offshore Support Hours (8 am to 5 pm ET) x x
Offshore 8 X 5 support x x x
Offshore 16 X 5 support x x
Offshore 24 X 7 support x
Offsite Support (On shore) x x
Onsite Support x
YASH Helpdesk Tool (Solution Manager) x x
Rollover of Unused Shared Services Hours x x
Limited SLA’s x x
Full fledged SLA’s and KPI’s x
Table 1 : Support Coverage Details
