EdenRun Adaptive Managed Services · MANAGED SUPPORT SERVICES RESOURCES Advisory Skills Ready Flex Business Process Services AccelerateS/4 GOVERNANCE ENTERPRISE SUPPORT LICENSE COMPLIANCE

EdenRunAdaptive Managed Services

The chameleon is a very unique lizard; it can change colour, it can look in two directions at once, it blends in, yet it’s distinctive

EdenRun Adaptive Managed Services2

EdenRun Adaptive Managed Services 3

Responsive · Flexible · Adaptive


Executive SummaryThere are Managed Service Providers who look after SAP Technical Platforms and SAP Managed Service Providers who look after SAP applications, but never the twain shall meet, until now. Edenrun, Edenhouse’s SAP Adaptive Managed Service, runs your SAP Platform and Applications for an agreed monthly subscription, enabling you to concentrate on your innovation roadmap.

For those who have gone through a transformation project and embedded SAP within your business, you’ll know that’s when continuous transformation ‘should’ start and your operational innovation roadmap begin. However, it’s often the case that future improvements are based on current limitations and business challenges, which stifles your ability to evolve and leave your competitors behind.

We’re Supportive


Edenhouse, an SAP Platinum Partner, recognise these challenges, and as a result offer EdenRun as the service that effectively and consistently manages SAP for you. The adaptive nature of EdenRun means our customers consume as much, or as little, as required. Services are driven by desired business outcomes such as controlled and predictable spending. EdenRun facilitates this by offering unlimited Service Desk incident and change requests, rather than the traditional buying ‘hours’ model. Another example of this is rightsizing platform resource consumption, therefore only paying for what you need.

At its core EdenRun runs your business against an agreed Service Level Agreement, supported by account and service delivery management. This ensures your people stay focussed on delivering continued benefit to the business. Furthermore, businesses can operate on a level playing field as Edenhouse’s 300+ consultants become valued resources too, meaning your organisation continues to match the expectations of your innovation roadmap.

Our ethos of supporting established SAP customers is to deliver a service that can’t be matched by anyone else and we believe our EdenRun Service offers exactly that. In fact, our clients tell us it offers them the right amount of flexibility, reliability and pro-activity they are looking for at an affordable cost.

Don’t let current limitations define your innovation roadmap. Use EdenRun as the enabler that lets you take your investment in SAP to a new level, staying ahead of your competitors.

“Edenhouse know SAP like the back of their hand, leaving you to concentrate on your business.


EdenRun – Adaptive Managed Services

EdenRun Service

Our exclusive EdenRun service has been designed for clients who run SAP and are looking for an Adaptive Managed Service that offers reliability, accountability and flexibility and which complements their own internal SAP set up, where the needs of your business are at the heart of the structure.

EdenRun is a simple subscription model, with predictable monthly costs. EdenRun provides an ‘adaptive’ approach, which means you can subscribe for as many or as few options as necessary. EdenRun offers services that can run your Platform, advise on and implement SAP Applications and provides a mix of services to support your business needs where the focus is very much on continuous improvement.

EDENRUNSERVICES

BASIS MANAGEMENT

APPLICATION MANAGEMENT SECURITY GOVERNANCE RESOURCES

EDENRUNAPPLICATIONS BUSINESS CORE PEOPLE INSIGHT COMMERCE INTELLIGENCE

EDENRUNPLATFORM MULTI CLOUD INFRASTRUCTURE

MANAGEMENTPLATFORM

MANAGEMENTDISASTER RECOVERY

NETWORK MANAGEMENT


PLATFORM MANAGED SERVICES

SECURITY SERVICES

Threat Intelligence Feeds 24x7 Cyber Security

Integrated SIEM Server Hardening

Behavioral Analysis Intrusion Detection/Prevention

PLATFORM MANAGEMENT

IT Governance & Strategy 24x7 Incident Resolution ITIL Process Management Comprehensive Monitoring OS Patching & Management

Data Backup & Protection Customer Portal and Reports Capacity Management Server & Storage Management DC Core Network Management

On Demand Services and Solutions Database Services Cost Containment Architecture and Innovation Provisioning Automation

MULTI-CLOUD PRIVATE CLOUD MULTI-CLOUD HYBRID

INFRASTRUCTURE & NETWORKING

INFRASTRUCTURE NETWORK MANAGEMENT

Storage Disaster Recovery Linux or Windows VMs High Availability

Optical Voice Ethernet IP Access

Platform

At its core, EdenRun offers a full cloud platform, or alternatively can support your present setup. This includes all Operational and Basis Management that ensures your applications are always available and operating optimally.

EdenRun provisions workloads on the optimal platform for the application in question using Microsoft Azure, which delivers the underlying business requirement for our customers and includes the following elements as part of the core service.

System Health responsibilities include:

• Monitoring and Alert Management• Remediation of platform-related events • Patch Management• Anti-virus• Backup and Recovery (infrastructure layer)

Process functions

• Incident Management • Major Incident Management • Request Management• Change and Release Management

Service Management

• Escalation Handling • Service Reviews• Continual Service Improvement

Core Security

• SIEM & SOC integration services included as standard


Applications

The growth of Edenhouse is fundamentally down to being and remaining one of the leading providers of SAP services in the UK. This can only be achieved by continuous improvements in everything we do. Our investment in new areas – whether this is technology, process or people – never ends, ensuring we are always one step ahead of the competition and driving our clients forward.

These investments include the implementation of SAP, regular ISO quality reviews of our processes, growth in consulting and administrative teams, and the certification and accreditation in new SAP products, which in the UK is fairly unique and ultimately means that as one of the leading UK Value-Added Resellers we have very strong relationships throughout SAP and can provision, service and support the growing SAP applications listed in the chart above.

Our experienced consultants have delivered solutions to clients from all sectors and this combined expertise always seeks to provide demonstrable cost-effective solutions for our clients. Although there are plenty of products from SAP for different business purposes, we always seek to work with our clients to maximise the investment they have already made. Just speak to any of them to find out. We do, however, always recommend using standard SAP, as the long-term costs of creating bespoke solutions can often outweigh the potential short-term gain.

APPLICATION PROVISION

INTELLIGENCE IOT ARTIFICIAL INTELLIGENCE MACHINE LEARNING ROBOTIC PROCESS

AUTOMATION

COMMERCE C/4HANA C4C SALES, SERVICE & MARKETING SAP SRM ARIBA

PEOPLE & INSIGHT

SuccessFactors Business Objects SAP Analytics Cloud Business Planning & Consolidation

Data Warehouse (BW & BW/4HANA) Concur

BUSINESS CORE SAP S/4HANA SAP S/4HANA CLOUD SAP ECC


Services

At Edenhouse we continually strive to enhance and innovate our services to provide a ‘complete’ support model, ensuring your business requirements are met now, and in the future. We can also adapt our service to ensure your precise requirements are met.

EdenRun is a full service offering which includes all the components our clients are looking for from a Value-Added SAP Partner. By selecting Edenhouse, you will see a vastly improved service and work with Account Directors, Service Delivery Managers and Consultants who have a deep understanding of SAP.

Our service is geared around providing a safe pair of hands for delivery of our services, supported by a suite of ITIL-compliant business processes (our 3rd line average incident fix time across all of our clients is approximately 2.5 hours per call).

EdenRun Services comprises the following:

• Fixed monthly cost for supporting your ‘run’ state, including unlimited break fix support and resolution

• Account Management via an Account Director or Service Delivery Manager

• Access to our Service Desk and measurement against a strict Service Level Agreement (SLA)

• EdenReady, designed to identify the ‘Move to S/4HANA’ business case

MANAGED SUPPORT SERVICES

RESOURCES Advisory Skills

Ready Flex Business Process Services AccelerateS/4

GOVERNANCE ENTERPRISE SUPPORT

LICENSE COMPLIANCE ASSET MANAGEMENT ACCOUNT

MANAGEMENT

SECURITY SERVICES

Threat Intelligence Feeds 24x7 Cyber Security

Integrated SIEM Server Hardening

Behavioral Analysis Intrusion Detection/Prevention

APPLICATION MANAGEMENT

UNLIMITED INCIDENT SUPPORT

ECC6 S/4HANA Business Objects SAP Analytics Cloud

BW & BW/4HANA SAP HCM SuccessFactors CRM

C4C Sales, Service & Marketing Supply Chain Management Hybris Commerce Concur

BASIS MANAGEMENT

Basis Service Checks Basis System Checks

Basis Systems Monitoring Solution Manager

Basis 8 x 5 Basis 24 x 7

• Free of charge Change Estimates

• SAP Licensing & Enterprise Payment Benefits

• Monthly Reporting and Service Reviews

• Variable options that allow you to call off time when your business requires to flex. Additionally, you can select from our growing list of Packaged Managed Services, which can release your own assets, e.g. IT resources to work on business innovation projects.


To highlight our drive to high levels of customer satisfaction and to show the importance of working with our customers, the appointed Account Directors or Service Delivery Managers:

• Have substantial SAP experience• Are committed to making our partnership work, so you

will see them regularly• Are fully accessible, i.e. someone who can be onsite

quickly should you have any urgent requests

ACCOUNT MANAGEMENT AND ENGAGEMENT

• Actively build relationships with our clients’ staff

• Actively manage our clients’ satisfaction, any concerns and customer support

• Maintain and develop a strong knowledge of all aspects of IT and specifically SAP

• Roadmap strategic planning and help you achieve the best value out of your investment in SAP

• Become a trusted advisor for all aspects of service provision and SAP

• Arrange onsite meetings for regular service review reporting

• Organise senior management business reviews

DAY-TO-DAY TASKS

• Be a day-to-day point of contact for you

• Help manage your incident SLA compliance and change prioritisation

• Progress change estimate requests and review them prior to submission

• Help organise demos or workshops resulting from your roadmap planning

• Manage change requests to agreed delivery dates

• Produce and distribute monthly reporting information

• Conduct service review meetings and action any feedback

Additional responsibilities are as summarised below

Account Management

As part of the service, Edenhouse provide our clients with a named Account Director or Service Delivery Manager as an authorised single point of contact to act as a trusted advisor. They will:

• Manage the transition or knowledge transfer process• Ensure client satisfaction for all aspects of the agreed service• Provide regular feedback via reporting and other communications• Explore ways of maximising benefit to our clients through new developments in SAP• Act as a point of escalation, should the need arise• Provide all aspects of service delivery to you


SAP Licensing & Enterprise SupportWhen an organisation runs SAP as an integrated business tool, any SAP issue could have an immediate effect on productivity and performance. These problems can be caused by user error, master data problems, bespoke developments or, more rarely, a problem with the source code or database within SAP.

SAP Enterprise Support provides proactive tools to prevent issues arriving and speed of reaction if problems arise.

The main differences from a reactive point of view are the speed of response, the scope of support, and access to SAP resources to perform quality checks on the solution.

• Enterprise Support customers, however, can submit issues to SAP which cover the entire SAP solution, including custom developments. SAP will respond to issues more quickly and on a 24x7 basis to Enterprise Support customers

Edenhouse have worked with a significant number of customers to assist them with negotiation with SAP to reduce overall cost of software licenses and annual maintenance.

Frequently this has involved the transfer of the annual maintenance to Edenhouse. By transferring your maintenance to Edenhouse, we will fully manage all services under the support agreement you have purchased from SAP including:

• Notifying you of available patches, product availability and more

• Advising on getting the most out of your Enterprise Support benefits such as organising annual Technical Quality Checks (TQCs)

• Managing your annual license audit

• Reviewing Earlywatch reports

• Logging calls with SAP via their Online Support System (OSS)

“At Edenhouse, we pride ourselves on our ability to provide our customers with useful, informative reports on a frequency that meets their needs.

These customers take full advantage of our VAR status and excellent relationship with SAP to assist in negotiating license contracts and reducing costs wherever possible.

We will strive to do this for our clients if selected as your VAR partner.


Why Edenhouse SolutionsWe are passionate about everything SAP.

In particular, providing SAP services that enhance our clients’ SAP systems to maximise their investment in SAP. At the centre of our business strategy is the harnessing of SAP’s roadmap to deliver innovation and business optimisation to our customer community.

To achieve this, we dedicate customer management activity to ensure all our customers can leverage the appropriate innovations aligned to their own corporate objectives.

We’re Experienced and Innovative


We believe we are experts in SAP and we focus on the overall ‘customer experience’.

• We have proactive, experienced account management and consulting teams

• Our customer-centric helpdesk has advice and suggestions and readily available access to reporting

• We’re the UK market leader in fixing 3rd line incidents

• We’re an SAP Platinum Partner

• We’re a multi-award-winning company and we’ve been voted one of the best companies to work for

• We hold customer events each year showcasing the latest SAP products and we run webinars on key topics and new innovations

• We’re ISO 9001 and 27001 certified

• The Edenhouse partnership with United VARs makes us part of a global network of market-leading SAP solution providers. Their network has presence across 95 countries with 10,000 SAP consultants supporting 8,000 customers.

We build close partnerships with our clients because experience tells us it’s the best way for you and us.• There’s always room for innovation when looking to

maximise your SAP investment, and for us, there’s nothing better than solving your more complex issues with fresh, new ideas.

• Because we make it our business to know yours inside and out, we’re poised to react quickly to issues before they affect your productivity – and your bottom line.

It’s an approach that has transformed businesses and realised significant returns for our clients.• We bring experience and expertise in all areas of SAP

including the very latest Cloud solutions, S/4HANA suite of digital products, classic ERP processes, user interfaces, line of business solutions, business intelligence and analytics, mobility and the latest in-memory database technologies.

• We can ensure that only effective processes are put in place – leading to a cost-effective service proposition.

• Our service model provides our customers with consultants who offer the maximum level of customer intimacy and experience. To help achieve this we allocate key consultants to customer accounts on a preferred basis, which allows you to build trust and confidence on an ongoing basis.

2.5HOURS

Head OfficeQuartz PointStonebridge Road Coleshill Warwickshire B46 3JL

+44 (0)121 767 9280 I [email protected] I www. edenhousesolutions.co.uk

Registered Address – As Head Office I Registered in England & Wales No: 6498946 I VAT Number: 177 9275 53

Manchester OfficeFloor 3Parkway 4 Princess Parkway Business Park Manchester M14 7HR

Farnborough OfficeCody Technology Park Ively RoadFarnboroughHampshireGU14 0LX

Documents

EdenRun Adaptive Managed Services · MANAGED SUPPORT SERVICES RESOURCES Advisory Skills Ready Flex Business Process Services AccelerateS/4 GOVERNANCE ENTERPRISE SUPPORT LICENSE COMPLIANCE