SAP Support Services
© Copyright 2013, TVS Infotech Ltd. Slide 2
SAP offerings
ABAP Technical Support
EDI Capabilities
BIBO Services
Basis Support
Basis Security Services
Solution Manager Capabilities
SLA Recommended Matrix
Escalation Matrix for Support
Agenda
© Copyright 2013, TVS Infotech Ltd. Slide 3
SAP Support Offerings
ABAP Development
• RICEF Developments
• Workflows, UI Programming
• Performance Tuning
Basis Support
• System Monitoring
• Administrative tasks
• Kernel Upgrades
• Patches & Notes
• SAP and DB version Upgrades
Functional
Support
• Configuration Changes
• Troubleshooting errors
• Change Requests
Complex Basis
Activities
• Server Migration
• Data Archiving
• Installation of DR server
• Setup of Quality / Sand box server
Additional Support
• System Audit
• Training
• Data Cleansing & Migration
• Creation of user manuals
Realization
• Configuration
• Basis Set-up
• Master Data upload
• RICEF Development
Training & Testing New Module
Implementations
• Additional Module requirements
• New Dimensional products
• Industry specific solutions.
Roll-outs
• Template roll-outs
• New Plant / locations
• Global Roll-outs
Upgrades
• Functional upgrade
• Technical upgrade
• Database Upgrade
• SAP Version Upgrade
Support Customer’s Projects
SAP Support Services ( Level 3 & 4)
• Train Core team / users.
• Walk through to consultants
• Unit testing
• Integration test assist
© Copyright 2013, TVS Infotech Ltd. Slide 4
Onsite / Offshore Delivery Model…
Offshore
Onsite
Technical Specification /
Configuration Document
Development
Unit Testing
Requirement
Gathering / Blueprint
Document
Functional Specification
document
Go-live /
Acceptance in
Production
Integration
Testing
Onsite Coordinator can be present
during crucial phases of the project
like
Business blueprint / Integration
testing / Cut-over & Go-live.
Customer
Offshore
Coordinator
Support
Team
© Copyright 2013, TVS Infotech Ltd. Slide 5
Team Structure & Communication Model
TVSi Offshore Delivery Centre
Customer
Project Sponsor
Steering Committee
Quarterly Reviews
(Monthly Reviews
during initial stages)
Project Execution
Team
Weekly Status
Reviews
Program
Manager
Project Manager
Experts Panel Quality /
Process Group
Enablers
SAP Center of Excellence
Functional
Consultants
TVSi Mgt
Delivery Head Customer - SAP
Practice Head
Offshore Support
Manager /
Coordinator
Project Manager
Functional
Consultants
Developers
Support Manager /
Onsite Coordinator
ABAP
Developers
Onsite
© Copyright 2013, TVS Infotech Ltd. Slide 6
ISSUE/ LOG IN BUGZILLA
SUPPORT SPOC
ASSIGN TO RESPECTIVE MODULE
CONSULTANT
CUSTOMER
Clock Starts
WORK ON THE TICKET
ENTER IN THE
BUGZILLA
Clock stops
ADVANCES TO
CUSTOMER TESTING
RESOLUTION
NOT OK
CUSTOMER APPROVES TO CLOSE
TICKET
CONTD…
LEVEL 2, 3 OR
LEVEL 4?
Level 4
Level 3
OK
Clock starts
CLOSE THE TICKET IN BUGZILLA
ANY CLARIFICATI
ON TO THE CUSTOMER
ACKNOWLEDGEMENT TO THE CUSTOMER
YES NO
CUSTOMER PROVIDES
CLARIFICATION
CUSTOMER
TVSi
TICKET EXECUTION
FLOW-LEVEL 2 & 3
© Copyright 2013, TVS Infotech Ltd. Slide 7
ESTIMATED EFFORT IS
GIVEN TO THE
CUSTOMER
CUSTOMER
APPROVES
FS PREPARED BY RESPECTIVE
MODULE CONSULTANT
SENT TO CUSTOMER FOR
APPROVAL
CUSTOMER APPROVES
PREPARE TS
CODE DEVELOPMENT & TESTING
TESTING BY
CUSTOMER
OK CUSTOMER
APPROVES
NOT
OK CUSTOMER
CLOSES THE
TICKET
CONTD
TICKET EXECUTION
FLOW-LEVEL 2 & 3
© Copyright 2013, TVS Infotech Ltd. Slide 8
Requirement gathering
Prepare or modify Technical specification and Unit Test plans
Develop or modify – RICEF Objects Forms, Reports, Enhancements, Conversions
Interfaces with internal or external systems involving processing of files,
spreadsheets, XML or ALE/IDOC
CRM Technical Support (Web UI development etc.)
Work Flow development/enhancement
Unit testing
Delta version of training and documentation
TVSi/Customer standards, process and templates to be used
ABAP Technical Capabilities
© Copyright 2013, TVS Infotech Ltd. Slide 9
Illustrative ABAP Support Requests that we
handle
RICEF Simple Medium Complex
Reports
(if it’s not standard, then it has to be
developed (Custom Development))
Classic reports with 7-8 fields
and one screen/ list for output
Simple ABAP Queries
Changes to existing Classic/ALV
reports with additional logic
•ALV reports with a maximum of
10 fields for output.
•Reports involving logical
calculations.
•Interactive reports with drill down
features, sub reports and additional
GUI components.
•New ALV Reports with grid
features display.
•Reports with complex logical
calculations.
Interfaces
(relates to Idoc or ALE or File
transfer or XML file transfer)
•Adding 1-2 fields to existing
custom IDOC or other interfaces
Updating master data records
from CRM to SAP
• Data conversion from external
DB into SAP via IDOC
•Message Splitting & Message
merging
• New custom IDOC development
•Conditional updates from Non SAP
to SAP system using look-ups
(Business connectors)
Conversion
(tools cover BAPI, LSMW, BDC)
• Converting new file structures
with 6-7 fields from legacy to SAP
• Convert and map employee
details from legacy system to
SAP
• Invoice posting using FB50
• Create rebate agreements
using VB01
• Converting invoice images from
SAP to a third party system
• Data conversions for transactions
with Tab strips and table controls
Enhancements
(methods include BAdI, User Exit,
Implicit or Explicit Enhancement.)
• Writing Sample programs for
data upload
•User exits to sort sequences in
lists
• Add fields to VBRK & VBRK for
interface
• Modify user exit to calculate
shipment cost
•User exits for availability &
additional credit checks
• Enhancing screens using BADI’s
Forms
(includes development work related
to ABAP Script, Smartform, or PDF)
• Addition of header items with
Logo’s
•Creation of letter heads
• Change of logos and header
item based on company codes
•Forms with page breaks or line
item over flows.
•Dynamic changes in box
dimensions
•Language translations
e.g. – English to Arabic
© Copyright 2013, TVS Infotech Ltd. Slide 10
EDI Capabilities
Key Benefits
• Executed the Project at offshore model – Cost Reduction.
• Template based approach followed enabling to add new customers with minimal effort
• Providing technical and functional support
Rich Experience in
Outbound Invoice
Inbound Purchase Order
Inbound PO Change
Outbound Stock Transfer Advice
Outbound Inventory Inquiry Advice
Outbound Inventory Advice
Outbound Delivery
Outbound Sales Order
Outbound Sale order Change
Outbound Order Confirmation
Outbound Scheduling Agreement
Outbound Advance Shipping Notification
Inbound and Outbound Custom IDOC
Technology profile
• Implemented EDI in two international customers to connect to their customer through EDI partner or Directly to customer’s system.
• Interfaces with EDI Partner as well as directly to the customer systems
• Supporting 2 global customers
• Providing Functional as well as technical support in EDI space
© Copyright 2013, TVS Infotech Ltd. Slide 11
BIBO Capabilities
Key Benefits
• Executed the Project at offshore model – Cost Reduction.
• Providing technical support and Data Load monitoring (ECC Extract by using process chain)
BI Capabilities
Process Chain
Data Load
Report Development
Remote Cube
Real time reports connecting to Source System –
Jump Query
BEx Analyzer
Query Analyzer
BO Capabilities
Universe
Crystal Reports
Dash Board
Web Intelligence (Web I)
Integration with BW system
Integration with other Relation data sources
Live Office
Analysis
Technology profile
Currently we are Supporting 2 global customers
Having USA customer support experience in BI and BO
Rich Experience in implementation and Support projects in BI platform
Currently BO implementation project in in progress
© Copyright 2013, TVS Infotech Ltd. Slide 12
SAP Basis Administration to any system land scape such as ECC, BI, BO, SRM,
CRM, Enterprise Portal, APO etc.
24/7 Basis Support
Daily Job Monitoring
Daily/Weekly/Monthly maintenance activities
Technical Upgrades
SAP Version Upgrade
Support/Enhancement Pack (ABAP/JAVA)
Database Version Upgrade
Patch Update
Kernel Upgrade
Basis Capabilities
© Copyright 2013, TVS Infotech Ltd. Slide 13
Basis Securities
Approach
• The end user will fill the authorization form and get the
approval from his respective process owner.
• The process owner will send the same to IT head for
approval.
• The IT Head Controller will then send the same to the
Basis Consultant located at offshore
• The Basis person will provide required authorization &
Test the same with help of Functional Consultant
• If require, technical help of respective functional
consultant will be taken by basis person for providing
necessary authorization objects and classes including the
organization levels.
• The Basis will inform to IT Head and end user to test.
• Upon Confirmation by End User, the ticket will be closed
Key Tasks
• Identifying and Assigning relevant authorisations to user
• Ensuring any role change of end users are reflected in profiles
• Locking users not logged for a defined period of time
• Ensuring periodic change of system and user passwords
• Identifying and monitoring the users with system critical
authorisation.
• Removal of redundant user, profiles and authorisations
• Identifying potential problems
• User password Security
• IP level logon security
• Audit configuration to monitor end user activities
• SAP Users Management reports
• Single Sign-on through SAP Market place
• SSO Certificate for Java stack
Key Benefits
Improved response from auditors
Reduces security & compliance costs
Actively addressing security risk and giving “trusted” status with all stakeholders
Avoids application failures due to authorisation problems
Huge Risk protection, Avoids any security breach
Ease of User Management, Support for licensing Audit
© Copyright 2013, TVS Infotech Ltd. Slide 14
Have strong exposure in Solution Manager Implementation and Support projects
Implementation experience in many local and international customers across the
globe
Providing Support to multiple customers across the globe from offshore
Having strong experience in the following
Early Watch Alert (EWA) configuration
Configuring Auto notifications via email
Central System Administration for SAP ECC systems
Root Cause Analysis And Early Watch Alert configuration for BO systems
CCMS alert for BO Systems
Job Scheduling – Email alert for BO and ECC Systems
Service Desk Configuration
Incident Management Configuration
Solution Manager Capabilities
© Copyright 2013, TVS Infotech Ltd. Slide 15
Mean Times – Regular Business hours
Severity 1 Severity 2 Severity 3 Severity 4
Response Resolution Response Resolution Response Resolution Response Resolution
30 minutes 8 Hours 2 Hours 1 Business Day 4 Hours 3 Business Days 5 Business Days 20 Business Days
SLA Recommended Matrix
Mean Times – On call hours
Severity 1 Severity 2 Severity 3 Severity 4
Response Resolution Response Resolution Response Resolution Response Resolution
45 minutes 12 Hours 2.5 Hours
1 Business
Day 4 Hours
3 Business
Days
5 Business
Days 20 Business Days
Escalation Mechanism
Severity Escalation Criteria Escalation Point
Severity 1 & 2 issues All issues Level 1 and Level 2 Managers
Severity 3 Resolution time < 3 days Level 1 Manager
Resolution time between 3 – 5 days Level 2 & so on…
Severity 4 Resolution time < 20 days Level 1
Resolution time between 20 – 30 days Level 2 & so on…
© Copyright 2013, TVS Infotech Ltd. Slide 16
Escalation Matrix for Support
Escalation Level Escalated to
Escalation Level 1 Program lead
Escalation Level 2 Program manager
Escalation Level 3 Account Manager
Escalation Level 4 Delivery Head
For Level 2 and 3 requests, we will resolve as per the SLA agreed with the customer. If the issues are not resolved per the
SLA, then escalations should be made as mentioned above. Start Stop Clock will be strictly followed for customer
stoppages or pending approvals/UAT etc( Refer to ticket flow in slide 18 & 19)
If the issue is not resolved within the stipulated timeframe it can be escalated to the next level as per
the escalation matrix.
At the start of the engagement, TVSi will inform the SPOC to the customer.
Customer should nominate a Single Point of Contact (SPOC) for the Support Engagement. All issues
need to be escalated to the TVSi through the SPOC.
© Copyright 2013, TVS Infotech Ltd. Slide 17
Case Studies – CPG Industry
Benefits to the Customer
• Executed the Project at offshore model – Cost Reduction.
• Reduce the dependency on IBM Sterling Commerce ( Middleware Service Provider) by having complete control at Client side with nil or
minimum control to IBM, thereby reducing the support Cost to the Client.
• Adding new Customer with less efforts by developing EDI Templates
TVSi Role
• Implementation of EDI for 25+ Customers in USA & Canada
followed by EDI Support.
• Developed 15+ Message Types for Order to Pay and Procure to
Pay Transactions.
• Project is executed with Onsite and Offshore Model for the OSVI
division and 100% offshore for OTP division.
• EDI Implemented for both Standard SAP Transactions and
Custom Built ( Z-Transactions) Process.
• Having dedicated Project team.
• Successful Implementation of EDI for 16 Partners went live on
the same day of Go Live with no errors reported - fetched
Repeat Order to TVSi by the Client
Best Practices
• Triggering Email to Group of Users whenever inbound Sale
order is created
• Template based approach followed in developing EDI for SO,
SO Confirmation , Delivery and Invoicing enabling to add new
customers with minimal effort.
• Nil or Minimum Control is given to Intermediate Service
Provider ( IBM – Sterling Commerce) with a view to reduce the
maintenance cost whenever a new customer is added.
• Exercised Control in SAP System to ensure Invoice is not
created for Manual Creation of Sale Order.
• Create a PO with the Inbound Order confirmation IDOC and
data from Custom Table.
CLIENT PROFILE
A global leader in the supply chain management of agricultural products and food ingredients
© Copyright 2013, TVS Infotech Ltd. Slide 18
Case Studies – Manufacturing Industry
Benefits to the Customer
• Executed the Project at offshore model – Cost Reduction.
• Reduce the man power efforts to monitor the jobs which runs 24/7.
• Configuring new systems landscape by using internal IT team
TVSi Role
• Implementation of Solution Manager
• CHARM configuration
• Central System Monitoring configuration
• Configuring Auto notification via emails
• Central System Administration
• Jobs Scheduling – Email alert for BO and ECC systems
• Configure Root Cause Analysis for BO systems
• Early Watch Alert (EWA) configuration
• CCMS alert for BO systems
• Incident Management Configuration
• Service Desk Configuration
Best Practices
• Triggering Email to Group of Users whenever any critical job
failed or not started within the given threshold
• SAP best practices followed in the entire project
• Configuring Production Solution Manager was carried out by
the customer support team with the help of our consultants to
get real time hands on experience
• End to end Root Cause Analysis activated for Server
performance, memory issues and any issues relate with
Application or DB server
• Operation Manual with screen shot and details for end user
training
CLIENT PROFILE
A leading company in the global power transmission market
© Copyright 2013, TVS Infotech Ltd. Slide 19
Case Studies – IT Services
Benefits to the Customer
• Executed the Project at onsite/offshore model – Cost Reduction.
• Reduce the man power efforts to monitor the jobs.
• Automatic transport movement to other landscapes through Solution manager to minimize the error
• Hands on training to the internal support team
TVSi Role
• Installation of Solution Manager
• Download and update the required patch
• Willy Intra installation
• Service Desk Configuration
• Root cause Analysis (RCA) for BO systems
• Maintenance Optimizer Configuration
• Early Watch Alert (EWA) report configuration
• SAP router installation and configuration
• Configure Solution Manager to Escalate un-solved problems
• Configure Solution Manager to report product errors
Best Practices
• Triggering Email to Group of Users whenever any critical
job failed or not started within the given threshold
• Email trigger for un-solved problems and product errors
• SAP best practices followed in the entire project
• Operation Manual with screen shot and details for end user
training
• Auto download the required software, Notes and patches
from SAP service market place
• Configuration Manual with screen shot for training and post
implementation support by the support team
• Support team hands on training
CLIENT PROFILE
A well-known business partner to customers for their business automation and transformation initiatives
HEAD OFFICE
TVS INFOTECH LTD.
‘ASV Chandilya Towers’, 7th Floor, 5/397, Rajiv Gandhi Salai (OMR), Okkiyam-Thoraipakkam,
Chennai – 600096, India.
T: +91-44-49098874
F: +91-44-49098875
www.tvsinfotech.com
THANK YOU
INDIA UNITED STATES NETHERLANDS UNITED ARAB EMIRATES