itchamps - application management services
TRANSCRIPT
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© 2015 ITChamps Software Private Limited 1© 2015 ITChamps Software Private Limited
We add WORTH to IT
SAP Application Management Support
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© 2015 ITChamps Software Private Limited 2
About ITChamps
Lead
ersh
ipSenior management with experience of maintaining 85+ Fortune 500 clients across the globeExperienced team with experience of managing operation of 20K+ people
Proc
essDefined process to
deliver with committed SLAsRobust quality management system
Tech
nolo
gy
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
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Core OfferingsCore 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
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SAP AMS ServicesITChamps Approach for SAP AMS
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Helpdesk Introduction
Help Desk is an integral part of the Operationalize phase of the ITChamps’ AMS methodologyITChamps’ AMS Methodology overview illustrated below
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Key objectives in Establishing Helpdesk
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.
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Understanding
Service Level MatrixSeverity Level MatrixResponsibility Matrix Ticket Life Cycle process and procedures
Activities & ResponsibilitiesTicket ManagementCalls HandlingReports Management
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Service Level Matrix
Service Level Matrix includes following levels of a ticket life cycle:Acknowledgement TimeResponse TimeResolution Time
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Severity Level Matrix
Severity Level Matrix includes following levels of MeasurementUrgentHighMediumLow
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Responsibility Matrix
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Ticket Management
Monitor ticketing tools and queue for new ticketsClassify new tickets according to guidelines and transfer to appropriate support team memberAlert support team member as necessary (based on priority of ticket)Monitor and track ticket’s status changes and their SLA deadlinesFollow up and alert support team / Manager on SLA deadline maturity and ensure SLA is adhered
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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 phoneHelpdesk ensures the caller (Customer) to respond promptlyHelpdesk ensures appropriate and immediate routing / action on calls receivedHelpdesk ensures calls are answered within 3 rings
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Reports Management
Helpdesk is responsible in generating various reports for the project and the management “major reports are as listed below”
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Infrastructure Set up
Dedicated Toll free Number Dedicated VIOP Phones Access to Client’s Ticketing ToolAccess to VPN (Based on Client Set up)
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Value PropositionChallenges 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
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Case ReferenceSAP AMS Cases
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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
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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 andtransmission equipment and spares.
• Created new movement types for better traceability of Sub-Contracted Materials
• Improved Operational Efficiency
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Thank You!Sale & Marketing Enquiries: [email protected] / [email protected]
Job Enquiries: [email protected] General Enquiries: [email protected]
Training Enquiries: [email protected] www.itchamps.com
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HEAD QUARTERS No.219/1 , Hebbal Industrial AreaBelavadi Post,MYSORE - 570018, KA, INDIATel: +91-821-2402600
DELIVERY CENTERNo.734 , 22nd Main, 12th Cross, J.P Nagar 2nd Phase, Bangalore – 560078, KA, INDIATel: +91-8026499044
SAP AUTHORISED EDUCATION CENTREITChamps Software Pvt. Ltd.#405, Contour Road, Gokulam 3rd Stage, MYSORE – 570002, KA, INDIATel: +91-821-4267899
© 2015 ITChamps Software Private Limited