Technosoft Consultancy

Corporate Overview Technosoft Consultancy is a young and innovative Consulting company working in providing cutting Edge Cost Effective IT Solutions. We are committed to delivering exceptional client service across our service lines with perfection, quality and ethical standards.

Specialization in Business Consultation and Custom Development. Capabilities to provide solutions based on all modules of SAP ECC,

CRM, Net weaver, BI, BO, EP, Solution Manager. Strong motivated, committed, multi-skilled resource pool. We emphasize and have successfully delivered winning and

measurable solutions, in budget and on time.

Our SAP Services

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SAP NetWeaver

SAP Enterprise PortalSAP Process Integration (PI)

SAP Mobile Infrastructure (MI)

SAP Application Development (Web Dynpro Java,/ ABAP)

SAP CRM

SAP CRM SalesSAP CRM Marketing

SAP Customer Interaction CenterSAP CRM eCommerce

SAP CRM Migration

SAP HCMCore HR (OM, PA, PY, TM)

SAP e-RecruitingSAP Travel Management

SAP ESS/ MSSSAP LSO, OSA, Talent Mgmt.SAP HCM Processes & Forms

SAP BasisSAP Solution ManagerSAP Technical UpgradeSAP Disaster Recovery

Remote Infrastructure Mgmt (RIM)Unicode conversion

Operating System Migration

SAP ERP

SAP Greenfield Implementation SAP Upgrade SAP Rollout

SAP Module Implementation SAP Support Services

SAP BW / SAP BO

SAP BW ImplementationSAP BO (xCelsius, Webi,Crystal)

SAP BO Dashboard (xCelsius)SAP Entreprise Performance

Management (EPM)

Major SAP Services

Support Services

S A PFunctional Support

Implementation Services

SAP BPC

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SAP Staffing Services

Technosoft Consultancy Support Services

Terminologies and Definitions

Problem Tracker Tool (PTT)Helps to manage issues, associated risks, costs, skills and resources associated with complex processes

Incident (Break/Fix)Is something which was working fine till yesterday and which is not working today and which has to be resolved immediately

Change Anything which is not an incident and which cannot be accomplished within 4 hours is termed as change

EnhancementNew functionality / business process which needs to be brought into the system

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Terminologies and Definitions

Business Days/HoursMonday to Friday9 Hours (9 AM – 6 PM)

Average Response TimeAverage Response Time is the time taken by our

consultants to respond to an IncidentIt is measured in the Problem Tracker Tool by changing

the status of an Incident from “Open to” to “Assigned to”

Average Resolution TimeAverage Resolution Time is the time taken by our

consultants to fix an issue/incidentIt is measured in the Problem tracker tool by

changing the status of an Incident from “Assigned to” to “Fixed”

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Support Process FlowIssues registered in

Problem Tracker tool

Analyze Incident or Change

Estimate Time Analyze Incident

Client Approval

Record Time

Actual Solution

Testing

Issue Closed

Issue Resolution

Testing

Record Time

Issue Closed

Time Calculation for Incident or Change

Change Incident

Re-estimate or Close Issue

Status TimeOpen Time not recorded

In-Process Time Starts

Request for Information Time Stops

Complete Time Stops

Closed Calculate Total Time

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NO

YES

SLA Based Off-shore Model

Incident Changes

Issue Resolved

Core User/End User

GSS Offshore Team

Technosoft Offshore Team

SAP SD

SAP FICO

SAP MM SAP PP SAP PM

SAP QM

SAP BASIS SAP ABAP SAP CRM

Problem Tracker Tool

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Model-SLA based Offshore SupportModel

Highlights

Pool of consultants from offshore location (Technosoft premises)

Handle/Fix issues based on the agreed SLA between Technoosft and Customer

Effective use of Problem Tracker tool

Improved process efficiencies and compliance

Effective and quick response to changing business dynamics

Integrated and coordinated IT services delivery for cycle time reduction and end-to-

end issue resolution

Access through VPN connectivity(Provided by Customer)

5 visit Value Proportion

Not exceeding 1 visit per skill per month.

Not exceeding a total of 5 visits for all skill sets put together.

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SLA Parameters

SLA Parameter Description

Category 1 : High Priority IncidentsCauses a complete and immediate work stoppage affecting a primary business process or an entire line of business

Category 2: Medium Priority Incidents

Affected in such a way that certain functions are unavailable to end users or a system and/or service is degraded

Category 3: Low Priority Incidents Little impacts on normal business processes and can be handled on a scheduled basis

Time Monday - Friday

Start 9:00 am

Stop 6:00 pm

Support Availability

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Reporting Period Wise, Module Wise, Priority Wise handled Tasks

Period Wise, Module Wise, Issue Type Wise handled Tasks

Period Wise, Module Wise, Status Wise handled Tasks

Period Wise, Module Wise, Priority Wise Average Resolution Time

Cumulative, Module Wise, Priority Wise handled Tasks

Cumulative, Module Wise, Issue Type Wise handled Tasks

Cumulative, Module Wise, Status Wise handled Tasks

Cumulative, Module Wise, Priority Wise Avg. Resolution Time Week 1

10%20%

50%

15%35%

45%

55%35%

5% 8%55%

56%Week 2Week 3

Week 4

Incident Counts / Week

Various tools for Communication

Thank You

Technosoft ConsultancyLevel 4, A Wing, Dynasty Business ParkAndheri Kurla Road, Andheri (East)Mumbai-400072Email:jittesh.purrohit@technosoftconsulting.in