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Support@SAVIWe’re There WhenYou Need Us
www.savictech.com
01
Overview
SAVIC propose to deliver the requisite IT Services using our innovative and optimal HYBRID (On Site, Near Shore/ Off Site and Off Shore) Delivery model that will deliver the scoped IT services for clients at dramatically lower cost, yet maintaining the desired SLA's.
The central theme of our service delivery model is an Integrated Centralized service help desk. This service desk will become the single point of contact for issues. SAVIC use ITIL and GMP compliant ticketing tool for this service desk. The end users can log a problem or raise a query through the web, email, visit or phone. All issues will be addressed within the SLAs which would be agreed up on the due diligence phase of the project along with clear service catalog, categories and priority.
SAP Application Management Challenges
Insufficient in-house Resources Application Performance Issues
Infrastructure Risk with Upgrades Focus on Core Business Processes
Increased Functionality Reduce Operational Expense
7x24 Support Constrained capital
Support@SAVI
02
Engagement Phases
Support@SAVI
Assess Design TransitionSteady State
End of Contract
Engagement objectives
Architecture Discovery
Support Management & Toolkit Analysis
Assess Impacton People,
Technology,Process,Budget,
Risks
Validate ValueProposition
Due Diligence
Solution Design
Resource Mix
Critical success Factors
Roles & Responsibilities
Proposal
SOW
Knowledge Transfer
EngagementWorkflow
Support Tool Management
Engagement Schedule
Performance Assessment Metrics
Approval
Milestones
Support Management
Continuous Improvement
Operational support
Project Support
Engagement Assessment
Satisfaction survey)
Knowledge Transfer
Architecture Discovery
Financial audit
People, Process & Technology Transfer
Activities
30 to 60 Days 30 to 90 Days 1 to 3 Years 30 Days
Duration
01
Overview
SAVIC propose to deliver the requisite IT Services using our innovative and optimal HYBRID (On Site, Near Shore/ Off Site and Off Shore) Delivery model that will deliver the scoped IT services for clients at dramatically lower cost, yet maintaining the desired SLA's.
The central theme of our service delivery model is an Integrated Centralized service help desk. This service desk will become the single point of contact for issues. SAVIC use ITIL and GMP compliant ticketing tool for this service desk. The end users can log a problem or raise a query through the web, email, visit or phone. All issues will be addressed within the SLAs which would be agreed up on the due diligence phase of the project along with clear service catalog, categories and priority.
SAP Application Management Challenges
Insufficient in-house Resources Application Performance Issues
Infrastructure Risk with Upgrades Focus on Core Business Processes
Increased Functionality Reduce Operational Expense
7x24 Support Constrained capital
Support@SAVI
02
Engagement Phases
Support@SAVI
Assess Design TransitionSteady State
End of Contract
Engagement objectives
Architecture Discovery
Support Management & Toolkit Analysis
Assess Impacton People,
Technology,Process,Budget,
Risks
Validate ValueProposition
Due Diligence
Solution Design
Resource Mix
Critical success Factors
Roles & Responsibilities
Proposal
SOW
Knowledge Transfer
EngagementWorkflow
Support Tool Management
Engagement Schedule
Performance Assessment Metrics
Approval
Milestones
Support Management
Continuous Improvement
Operational support
Project Support
Engagement Assessment
Satisfaction survey)
Knowledge Transfer
Architecture Discovery
Financial audit
People, Process & Technology Transfer
Activities
30 to 60 Days 30 to 90 Days 1 to 3 Years 30 Days
Duration
Transition Approach
Support@SAVI
Transition Phase
Entry Criteria
Task ValidationExit
Criteria
Start-upBasic Project Info.:
Environment, Documentation etc.
Prepare Knowledge Transfer Plan
Review Knowledge Transfer plan
- KT Plan Released
Knowledge Transfer (KT)
KT plan reviewed Understand Business & Application Process Flow, Walk-through
critical code/Document Standards, Escalation
Procedures
Review completion as per KT Plan, Review Plan for Secondary
Support
KT Completed,Secondary Support Plan
Released
Secondary Support
- Knowledge Transfer completed
- Secondary Support plan released
Assist the current team in issue resolution,
Participate in meetings & end-user interactions
Review completion as per Secondary Support Plan, Review Plan for
Primary Support
Release Plan for Primary Support
Primary Support
- Release plan for Primary Support
Carry out Primary On-call Support Activities, Outgoing Team will be
Observers
Review Primary Support Plan
- Release Plan for Steady State
Steady State
- Release plan for Steady State
- Carry out Primary On- Call Support Activities
- Periodic Review Meeting
On-going Support Activities
Support Methodology
SAVIC service delivery model for SAP Customers are supported by a robust process and infrastructure framework.
SAVIC will implement & support world-class Best Practices, call on its Centers of Excellence, and use continual review and feedback from SAP Customers as the pillars of Service Delivery Excellence.
Support@SAVI
03 04
Transition Approach
Support@SAVI
Transition Phase
Entry Criteria
Task ValidationExit
Criteria
Start-upBasic Project Info.:
Environment, Documentation etc.
Prepare Knowledge Transfer Plan
Review Knowledge Transfer plan
- KT Plan Released
Knowledge Transfer (KT)
KT plan reviewed Understand Business & Application Process Flow, Walk-through
critical code/Document Standards, Escalation
Procedures
Review completion as per KT Plan, Review Plan for Secondary
Support
KT Completed,Secondary Support Plan
Released
Secondary Support
- Knowledge Transfer completed
- Secondary Support plan released
Assist the current team in issue resolution,
Participate in meetings & end-user interactions
Review completion as per Secondary Support Plan, Review Plan for
Primary Support
Release Plan for Primary Support
Primary Support
- Release plan for Primary Support
Carry out Primary On-call Support Activities, Outgoing Team will be
Observers
Review Primary Support Plan
- Release Plan for Steady State
Steady State
- Release plan for Steady State
- Carry out Primary On- Call Support Activities
- Periodic Review Meeting
On-going Support Activities
Support Methodology
SAVIC service delivery model for SAP Customers are supported by a robust process and infrastructure framework.
SAVIC will implement & support world-class Best Practices, call on its Centers of Excellence, and use continual review and feedback from SAP Customers as the pillars of Service Delivery Excellence.
Support@SAVI
03 04
05
Service Level Management Framework
Support@SAVI
The SAVIC SAP support solution offered to Customer is based on SUPPORT@SAVI which is proven solution which addresses all major and minor challenges in the support life cycle.
SAVIC will establish service level management framework to ensure that for the SLA's committed, necessary Operational Level Agreements and Under Pinning Contracts are in place to ensure the delivery of agreed target levels. SAVIC proposes the following key principles for service level management:
Support@SAVI Support Classification
Support@SAVI Issue Definitions
Support@SAVI Service Levels
Support@SAVI Service Level Definition
Support@SAVI Escalation Procedure
06
SAP Support Classification
Support@SAVI
The diagram clarifies SAVIC’s understanding of the terminology used with the Customer for classification of production support, maintenance and project tasks. The diagram also mentions the in-scope and out-of-scope categories for this proposal. The definitions are given below.
Minor Enhancements
S AV I C c o n s u l t a n t s w i l l u n d e r t a k e enhancements that are planned during the quarter after having discussion with the Customer Team support manager.
Within two weeks of the every quarter the effort will be validated for these minor enhancements.
Projects Activities - Production Support Management
As part of this contract, SAVIC would carry out production support management and report to Customer Team Production Support Manager / Delivery manager. Status reports would be submitted at identified intervals [every month / every quarter] during steady state with details like -
Ÿ Number of open, closed and back log cases.
Ÿ Number of High, Medium and Low Priority cases.
Ÿ Details on any preventive maintenance carried out in that period.
Ÿ SLA Adherence statistics.
Ÿ
ŸMandatory
In scope
Out of scope
Bug Fixing based on user’s requirements (changes in
Existing Configurations
Changes in Mandatory and statutory requirements /
Changes in Existing reporting
Minor Enhancements in the existing configuration
New Projects, New Developments
High Impact
Discretionary
Low Impact
Ÿ
Ÿ
Testing Methodology: - 1st testing will be done by SAVIC team on Test Server and Test cases along with the results will be shared with Customer team.
A n y n e w f u n c t i o n a l i t y i m p l e m e n t e d SOP/Training will be provided by SAVIC Team
05
Service Level Management Framework
Support@SAVI
The SAVIC SAP support solution offered to Customer is based on SUPPORT@SAVI which is proven solution which addresses all major and minor challenges in the support life cycle.
SAVIC will establish service level management framework to ensure that for the SLA's committed, necessary Operational Level Agreements and Under Pinning Contracts are in place to ensure the delivery of agreed target levels. SAVIC proposes the following key principles for service level management:
Support@SAVI Support Classification
Support@SAVI Issue Definitions
Support@SAVI Service Levels
Support@SAVI Service Level Definition
Support@SAVI Escalation Procedure
06
SAP Support Classification
Support@SAVI
The diagram clarifies SAVIC’s understanding of the terminology used with the Customer for classification of production support, maintenance and project tasks. The diagram also mentions the in-scope and out-of-scope categories for this proposal. The definitions are given below.
Minor Enhancements
S AV I C c o n s u l t a n t s w i l l u n d e r t a k e enhancements that are planned during the quarter after having discussion with the Customer Team support manager.
Within two weeks of the every quarter the effort will be validated for these minor enhancements.
Projects Activities - Production Support Management
As part of this contract, SAVIC would carry out production support management and report to Customer Team Production Support Manager / Delivery manager. Status reports would be submitted at identified intervals [every month / every quarter] during steady state with details like -
Ÿ Number of open, closed and back log cases.
Ÿ Number of High, Medium and Low Priority cases.
Ÿ Details on any preventive maintenance carried out in that period.
Ÿ SLA Adherence statistics.
Ÿ
ŸMandatory
In scope
Out of scope
Bug Fixing based on user’s requirements (changes in
Existing Configurations
Changes in Mandatory and statutory requirements /
Changes in Existing reporting
Minor Enhancements in the existing configuration
New Projects, New Developments
High Impact
Discretionary
Low Impact
Ÿ
Ÿ
Testing Methodology: - 1st testing will be done by SAVIC team on Test Server and Test cases along with the results will be shared with Customer team.
A n y n e w f u n c t i o n a l i t y i m p l e m e n t e d SOP/Training will be provided by SAVIC Team
07
Issue Definitions
Support@SAVI
Definition: This is the support required by the end users in situations like an end user having no authorization to do a business transaction, or a user unable to print from a specific printer, creating new user. Normally this kind of requirement should be handled by internal helpdesk [Key user team] few examples are:
† User Creation
† User Password Reset
† Unlock Users
† T-code Authorization
† Issues Arising Out of Lack of Training
† Debug Error
Level 1
Level 2
Definition: Advanced SAP application consulting problem analysis and resolution. SAP OSS notes analysis and problem resolution design.
Definit ion: SAP Appl icat ion model re-configuration and/or programming (ABAP), Unit and Integration Testing,(production system change management) into production.
(Will be provided on Need basis & will consider Onsite Support for the same)
Definition: This is the support required by the Customers due to major change in the Business processes, or addition of new organizational units like Plant, company code, implementation of new modules etc. Few examples are
† Upgrade to newer versions
† Workflow
† Solution Manager
† Migration
Level 4
Level 3
08
Service Levels
Support@SAVI
Priority SLA Elapsed time
Impacts Business.
Major function / Process affecting more than 10 Users
† Response Time
† Case Update
† Internal Escalation [With in SAVIC Support Organization]
† Client Escalation [Updating to CUSTOMER]
† Target Resolution
1 HOUR
1 HOUR
2 HOUR
3 HOUR
4 HOUR
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
4 HOUR
4 HOUR
6 HOUR
8 HOUR
2 DAYS
User Hampered but work around available
Affecting 2 - 10 Users
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
1 DAYS
2 DAYS
2 DAYS
2 DAYS
6 DAYS
User can continue with other work; One function that is not critical to the business process does not work.
Ex: Reports Affecting 2-10 users
High (Top priority)
Medium
Low
07
Issue Definitions
Support@SAVI
Definition: This is the support required by the end users in situations like an end user having no authorization to do a business transaction, or a user unable to print from a specific printer, creating new user. Normally this kind of requirement should be handled by internal helpdesk [Key user team] few examples are:
† User Creation
† User Password Reset
† Unlock Users
† T-code Authorization
† Issues Arising Out of Lack of Training
† Debug Error
Level 1
Level 2
Definition: Advanced SAP application consulting problem analysis and resolution. SAP OSS notes analysis and problem resolution design.
Definit ion: SAP Appl icat ion model re-configuration and/or programming (ABAP), Unit and Integration Testing,(production system change management) into production.
(Will be provided on Need basis & will consider Onsite Support for the same)
Definition: This is the support required by the Customers due to major change in the Business processes, or addition of new organizational units like Plant, company code, implementation of new modules etc. Few examples are
† Upgrade to newer versions
† Workflow
† Solution Manager
† Migration
Level 4
Level 3
08
Service Levels
Support@SAVI
Priority SLA Elapsed time
Impacts Business.
Major function / Process affecting more than 10 Users
† Response Time
† Case Update
† Internal Escalation [With in SAVIC Support Organization]
† Client Escalation [Updating to CUSTOMER]
† Target Resolution
1 HOUR
1 HOUR
2 HOUR
3 HOUR
4 HOUR
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
4 HOUR
4 HOUR
6 HOUR
8 HOUR
2 DAYS
User Hampered but work around available
Affecting 2 - 10 Users
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
1 DAYS
2 DAYS
2 DAYS
2 DAYS
6 DAYS
User can continue with other work; One function that is not critical to the business process does not work.
Ex: Reports Affecting 2-10 users
High (Top priority)
Medium
Low
09
Service Level Definition
Support@SAVI
Critical High Medium Low
Typically handled onsite.
A critical service is one that is
seriously impacted by a problem:
There is no realistic workaround
available. Financial, customer-related, or safety related
impacts could occur.
A critical function is one that is not
available or is very seriously impaired.
The impact on business is severe; a large number of
end users are unable to perform their normal work; and/or no readily
available alternative exists.
Mostly handled onsite
A non-critical service is
unavailable or impaired by a
problem:There is no direct
immediate impact on business. Work can continue with minor disruptions
or loss of efficiency Alternative ways of performing normal work are available.
Typically handled offshore
Typically handled offshore.
A minor problem or request for
enhancement or change to the
system: A permanent
workaround is in place but could result in loss of
productivity to the user. This is a non-
critical requirement or a cosmetic
change, which disrupts neither the
functional nor operational flow.
Severity Level
Se
veri
ty L
eve
l De
fin
itio
n
10
Escalation Procedure
Support@SAVI
SAVIC Director
SAVIC VP for Managed Services
SAVIC SupportManager
SAVIC AccountManager
SAVIC Team lead
Issue Tracking
† Systematic Tracking and Closure of Issues
† Time bound issue resolution
† Issue owner clearly identified
† One level Issue escalation at a time
† Regular reporting and escalation in status
† Report for quick resolution
Issue Tracking
Operational Issues
Relationship Issues
Strategic Issues
High Priority:<= 24 HR : Vice President , Medium Priority:<= 48 Hrs : Support Manager, Low Priority:< =72 Hrs: Account Manager
09
Service Level Definition
Support@SAVI
Critical High Medium Low
Typically handled onsite.
A critical service is one that is
seriously impacted by a problem:
There is no realistic workaround
available. Financial, customer-related, or safety related
impacts could occur.
A critical function is one that is not
available or is very seriously impaired.
The impact on business is severe; a large number of
end users are unable to perform their normal work; and/or no readily
available alternative exists.
Mostly handled onsite
A non-critical service is
unavailable or impaired by a
problem:There is no direct
immediate impact on business. Work can continue with minor disruptions
or loss of efficiency Alternative ways of performing normal work are available.
Typically handled offshore
Typically handled offshore.
A minor problem or request for
enhancement or change to the
system: A permanent
workaround is in place but could result in loss of
productivity to the user. This is a non-
critical requirement or a cosmetic
change, which disrupts neither the
functional nor operational flow.
Severity Level
Se
veri
ty L
eve
l De
fin
itio
n
10
Escalation Procedure
Support@SAVI
SAVIC Director
SAVIC VP for Managed Services
SAVIC SupportManager
SAVIC AccountManager
SAVIC Team lead
Issue Tracking
† Systematic Tracking and Closure of Issues
† Time bound issue resolution
† Issue owner clearly identified
† One level Issue escalation at a time
† Regular reporting and escalation in status
† Report for quick resolution
Issue Tracking
Operational Issues
Relationship Issues
Strategic Issues
High Priority:<= 24 HR : Vice President , Medium Priority:<= 48 Hrs : Support Manager, Low Priority:< =72 Hrs: Account Manager
11
Support Scope
Support@SAVI
Functional Support
† Provide functional support as per the agreed SLA
† Trouble shooting of failure of implemented functionality
† SAP related queries raised by end users case of severe issues
† Resolve integration issues with other modules of SAP
† End User Training onneeds basis
† Conduct impact analysis &update documentation
† Develop functional specs forminor enhancements
† Resolve any data relateddiscrepancy
† Function Support on StatutoryRequirements
† Trouble shooting with respect to incorrect business procedures
† Minor changes in functionalitymapping & Reports
† Documenting any configuration changes as per Standards
BASIS Support
† Provide Technical Support † Security Management † Printer Administration Partly
† Transportation of SAP repository † Performance Tuning † Patch Management
† User Administration † Performance Mgmt. † Monitor SAP Servers
† Analyze Run Time Errors † SAP Disaster Recovery support † Capacity Planning
ABAP Support
† Provide technical support as per the agreed SLA.
† Development of new Reports / Conversion Programs
† Develop interface codes to meet Functional Specifications/Change
† Test Customer specific objects as and when required
† Optimize developed programs to improve the performance
† Bug fixes to the enhancementsmade.
Support Team Structure
Support@SAVI
12
11
Support Scope
Support@SAVI
Functional Support
† Provide functional support as per the agreed SLA
† Trouble shooting of failure of implemented functionality
† SAP related queries raised by end users case of severe issues
† Resolve integration issues with other modules of SAP
† End User Training onneeds basis
† Conduct impact analysis &update documentation
† Develop functional specs forminor enhancements
† Resolve any data relateddiscrepancy
† Function Support on StatutoryRequirements
† Trouble shooting with respect to incorrect business procedures
† Minor changes in functionalitymapping & Reports
† Documenting any configuration changes as per Standards
BASIS Support
† Provide Technical Support † Security Management † Printer Administration Partly
† Transportation of SAP repository † Performance Tuning † Patch Management
† User Administration † Performance Mgmt. † Monitor SAP Servers
† Analyze Run Time Errors † SAP Disaster Recovery support † Capacity Planning
ABAP Support
† Provide technical support as per the agreed SLA.
† Development of new Reports / Conversion Programs
† Develop interface codes to meet Functional Specifications/Change
† Test Customer specific objects as and when required
† Optimize developed programs to improve the performance
† Bug fixes to the enhancementsmade.
Support Team Structure
Support@SAVI
12
Process for Emergency Support
During emergency If Production server is down then immediately raise OSS and Call
SAP India on below given details
SAP Local Support CentersContact us for all your SAP non-technical queries.
We are here to support you
24 hours a day,
7 days a week,
365 days a year.
Dialing from India?000 800 0490029
SAVIC Contact +91 8149 870067 | +91 9967 694991
Why SAVIC
Support@SAVI
Execution Plan – Onsite and Offshore
CompetitivePricing
SAVIC, a Unique Partner
DesiredExperience
RightPeople
Effective Support Methodology & Processes
13 14
Process for Emergency Support
During emergency If Production server is down then immediately raise OSS and Call
SAP India on below given details
SAP Local Support CentersContact us for all your SAP non-technical queries.
We are here to support you
24 hours a day,
7 days a week,
365 days a year.
Dialing from India?000 800 0490029
SAVIC Contact +91 8149 870067 | +91 9967 694991
Why SAVIC
Support@SAVI
Execution Plan – Onsite and Offshore
CompetitivePricing
SAVIC, a Unique Partner
DesiredExperience
RightPeople
Effective Support Methodology & Processes
13 14
GET IN TOUCH WITH US
SAVIC TECHNOLOGIES PVT. LTD.
Phone: +91 22 41312234/35/36Email: [email protected]: www.savictech.com
B- 707, Great Eastern Summit, Plot No. 66, Sector-15, C.B.D. Belapur, Navi Mumbai-400614
Mumbai | Chennai | Bengaluru Hyderabad | Colombo | UK | USA
| Baroda
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