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ITChamps - Application Management Services

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ITChamps SAP Application Support and Maintenance services (AMS) is a more flexible way of managing and optimizing SAP business applications for our customers. ITChamps SAP AMS models is designed to assist IT Managers achieve the most cost-effective way to reduce the support and maintenance cost while continually improving and stabilizing the SAP environment. Our SAP AMS services is committed to establish a high performance, quality operation by providing reliable support processes, focused information on services, and flexibility and the ability to recognize trends and adapt quickly to technical and business needs of our customers.

ITChamps support models combines the tradition support models with flexi models of outsourcing as much or as little of their SAP application support as makes sense for their business, and adjusting that balance in step with changing priorities, resources and new opportunities.

Publié dans : Technologie
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ITChamps - Application Management Services

  1. 1. info@itchamps.com | www.itchamps.com © 2015 ITChamps Software Private Limited We add WORTH to IT 1 SAP Application Management Support © 2015 ITChamps Software Private Limited
  2. 2. info@itchamps.com | www.itchamps.com About ITChamps 2© 2015 ITChamps Software Private Limited LeadershipSenior management with experience of maintaining 85+ Fortune 500 clients across the globe Experienced team with experience of managing operation of 20K+ people Process Defined process to deliver with committed SLAs Robust quality management system Technology SAP, Ariba, Success Factor, Fiori, HANA ERP, CRM, SRM, SCM, HCM, EPM, WM, Supply Chain (Functional & Domain) ABAP, BASIS, GRC, NW, BI/BO, EP, MDM, SolMan, BPC (Technical) iOS, Android, Windows, HTML 5, Web UI, Silver Light, Dot Net, Java, C, C++ 10 Years of Exclusive SAP Implementation and Support IP Solution for enabling fully integrated SAP implementation Business continuity center in Bengaluru SAP eAcademy – Mysore (Gokulam) Key Highlight  One of the first partners in India for ‘Partner Managed Cloud’ offering of SAP.  Member of ‘Extended Business Member’ program  Best Partner of the Year – 2013 by SAP  SAP Authorized Education Partner  Worked for large implementation as a part of SAP India and SAP GD teams with 100% success rate on all the engagement  HCM and ECC Centre of Excellence
  3. 3. info@itchamps.com | www.itchamps.com Core Offerings Core Services New implementations & support, Resource Consulting, Offshore implementation & support Extended Services Custom Enhancements, New roll-outs, Offshore function & Technical support, Onsite support for training & documentation Advanced Services SAP system audit, Upgrade assessment & planning, Centers of Excellence, On-demand solutions, Cloud solutions Strategic Services SAP unlock services, Self services solutions on-demand (iEmpPower), Continuous business process improvements, Fast-track solution consulting © 2015 ITChamps Software Private Limited 3
  4. 4. info@itchamps.com | www.itchamps.com SAP AMS Services ITChamps Approach for SAP AMS © 2015 ITChamps Software Private Limited 4
  5. 5. info@itchamps.com | www.itchamps.com Helpdesk Introduction Help Desk is an integral part of the Operationalize phase of the ITChamps’ AMS methodology ITChamps’ AMS Methodology overview illustrated below 5© 2015 ITChamps Software Private Limited
  6. 6. info@itchamps.com | www.itchamps.com Key objectives in Establishing Helpdesk © 2015 ITChamps Software Private Limited 6 The objective in setting up a Helpdesk is to ensure a fully integrated Customer Relationship Management system interfacing the customers and the support team. Single point of contact for the customers to ensure appropriate and quick routing of the issue.
  7. 7. info@itchamps.com | www.itchamps.com Understanding Service Level Matrix Severity Level Matrix Responsibility Matrix Ticket Life Cycle process and procedures Activities & Responsibilities Ticket Management Calls Handling Reports Management © 2015 ITChamps Software Private Limited 7
  8. 8. info@itchamps.com | www.itchamps.com Service Level Matrix Service Level Matrix includes following levels of a ticket life cycle: Acknowledgement Time Response Time Resolution Time © 2015 ITChamps Software Private Limited 8
  9. 9. info@itchamps.com | www.itchamps.com Severity Level Matrix Severity Level Matrix includes following levels of Measurement Urgent High Medium Low © 2015 ITChamps Software Private Limited 9
  10. 10. info@itchamps.com | www.itchamps.com Responsibility Matrix © 2015 ITChamps Software Private Limited 10
  11. 11. info@itchamps.com | www.itchamps.com Ticket Management Monitor ticketing tools and queue for new tickets Classify new tickets according to guidelines and transfer to appropriate support team member Alert support team member as necessary (based on priority of ticket) Monitor and track ticket’s status changes and their SLA deadlines Follow up and alert support team / Manager on SLA deadline maturity and ensure SLA is adhered © 2015 ITChamps Software Private Limited 11
  12. 12. info@itchamps.com | www.itchamps.com Call Handling To ensure Helpdesk as Single Point of Contact for Customers , Helpdesk is installed with the dedicated Toll free number and VOIP phones. The Toll free number is circulated to the customers so that customer can dial the toll free number and reach one of the Helpdesk agent available in the shift. Helpdesk operates and ensures 24/5 support availability over phone Helpdesk ensures the caller (Customer) to respond promptly Helpdesk ensures appropriate and immediate routing / action on calls received Helpdesk ensures calls are answered within 3 rings © 2015 ITChamps Software Private Limited 12
  13. 13. info@itchamps.com | www.itchamps.com Reports Management Helpdesk is responsible in generating various reports for the project and the management “major reports are as listed below” © 2015 ITChamps Software Private Limited 13
  14. 14. info@itchamps.com | www.itchamps.com Infrastructure Set up Dedicated Toll free Number Dedicated VIOP Phones Access to Client’s Ticketing Tool Access to VPN (Based on Client Set up) © 2015 ITChamps Software Private Limited 14
  15. 15. info@itchamps.com | www.itchamps.com Value Proposition © 2015 ITChamps Software Private Limited 15 Challenges for CIOs with in Maintaining Enterprise Application Financial Challenges Quality Assurance Challenges Minimizing Risks Unlocking Value • Global Delivery Model enabling increased offshore leverage • Flexible engagement models • Reduced Year-On-Year Cost • Predictability of Cost • Highly skilled SAP resource pool • Center of Excellence Team for QA • Tools and Accelerators & Knowledge Database • Improved End User Satisfaction • Ensuring consistent, acceptable levels of service delivery • Getting Access to scalable resource pool • Truly collaborative approach • Flexible and Transparent Pricing • Robust Governance Structure • Maintaining High Business Continuity • Preserving Operational Control • Ease in Contract Management • Targeted Continuous Improvement Program • Knowledge, retention & Application • Virtual Extension to your IT • Driving tangible business improvements • Re-Focusing valuable internal resource upstream. ITChamps SAP AMS Delivery Values Delivered
  16. 16. info@itchamps.com | www.itchamps.com Case Reference SAP AMS Cases © 2015 ITChamps Software Private Limited 16
  17. 17. info@itchamps.com | www.itchamps.com ITChamps Support Customers Customer Name About the Customer ITChamps Solution Values Delivered Darshan Flexibles Pvt. Ltd. The client is into package designing, multicolor rotogravure printing, solvent based & solvent less lamination, slitting, pouching & contract packaging • Custom transactions built for production order creation & confirmation • Additional reports developed for consumption & wastage of raw materials by Production Order and Work centers • Simplified Process for end users & easier training of new users • Rapid time to value • Accountability & Traceability of raw materials and consumables Automotive Axles Limited Client manufactures drive axles, non-drive axles, front steer axles, specialty & defense axles and drum & disc brakes • Bar code integration from third party toll which was user during implementation to complete the end-to-end solution in SAP • Serial Tracking for Batches enabled in SAP • Consolidation disparate systems eliminating duplication of effort & manual reconciliation Karpus Exports The client is leader in trading fruits and flowers • Built custom transaction for root sales • QR Code integration with inventory • Simplified Process for end users & easier training of new users • Accountability & Traceability of raw materials and consumables • Rapid time to value © 2015 ITChamps Software Private Limited 17
  18. 18. info@itchamps.com | www.itchamps.com ITChamps Support Customers Customer Name About the Customer ITChamps Solution Values Delivered Bhoruka Extrusions Pvt. Ltd. The client is the leader in aluminum extrusions. • Redesigning of Roles & Authorization Matrix • Custom report for reconciliation of difference between finance book value and inventory • Better Compliance to statutory compliance • Accountability of raw materials and consumables EntellCad Engineering Design and manufacturer of all kind of gears, gear boxes and transmission equipment and spares. • Created new movement types for better traceability of Sub-Contracted Materials • Improved Operational Efficiency © 2015 ITChamps Software Private Limited 18
  19. 19. info@itchamps.com | www.itchamps.com 19 Sale & Marketing Enquiries: sales@itchamps.com / marketing@itchamps.com Job Enquiries: jobs@itchamps.com General Enquiries: info@itchamps.com Training Enquiries: education@itchamps.com www.itchamps.com Facebook | LinkedIn | Twitter | YouTube | Google+ | Pinterest HEAD QUARTERS No.219/1 , Hebbal Industrial Area Belavadi Post, MYSORE - 570018, KA, INDIA Tel: +91-821-2402600 DELIVERY CENTER No.734 , 22nd Main, 12th Cross, J.P Nagar 2nd Phase, Bangalore – 560078, KA, INDIA Tel: +91-8026499044 SAP AUTHORISED EDUCATION CENTRE ITChamps Software Pvt. Ltd. #405, Contour Road, Gokulam 3rd Stage, MYSORE – 570002, KA, INDIA Tel: +91-821-4267899 © 2015 ITChamps Software Private Limited

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