YASH suggested a phased approach to enable seamless transition of the support process from Terra's internal team to YASH's offshore team. YASH's maintenance support model leveraged robust tools for knowledge management, workflow management and metrics reporting.

1. SAP® Application Management Services (AMS)
Success Story @ YASH
Terra Industries Reduced Cost of Application Support with
Collaborative Partnership
Industry The Client
Manufacturing Terra Industries, with 2009 revenues of $1.6 billion, is a leading North American
producer and marketer of nitrogen products.
Geography
US
Internal IT Team Found it Challenging to Keep up with Business Demands
Operating in a global marketplace, ensuring high availability and performance of Terra's SAP system landscape was a critical necessity,
due to the high dependency of the organization on these applications for running day-to-day operations. Growing business demands
and increased end-user support issues were becoming a challenging task for Terra's internal SAP support team. Additionally,
maintaining the infrastructure, while enhancing new applications and functionalities for the company made it difficult for Terra to
cost-effectively maintain the SAP application landscape.
Understanding the significance of their SAP application, Terra's new IT support strategy focused on utilizing the internal team on
solving business knowledge issues, as well as planning and executing future mission-critical IT initiatives. Terra wanted to outsource its
SAP support to a partner who could provide a leadership role to establish a robust operating model for SAP support with the objective
of proactively reducing risks and operational expenses. Terra sought a collaborative partnership to go beyond simple ticket resolution,
one that would also assume responsibility for SAP Basis Administration and application enhancements.
YASH Technologies was selected as their strategic partner. YASH could bring predictable value leveraging best-in-class procedures,
processes, templates and reporting mechanisms to lay a strong foundation for comprehensive solution management.

2. Existing Environment YASH Improved Overall Integrity and Vigor of System
• SAP R/3 Enterprise As part of the knowledge transition process, YASH conducted a detailed assessment of Terra's support
Edition (4.7) and maintenance processes, along with various service levels and role and responsibilities of Terra's
• AIX UNIX internal support team. Based on this understanding, YASH suggested a phased approach to enable
• Oracle Database seamless transition of the support process from Terra's internal team to YASH's offshore team. YASH's
maintenance support model leveraged robust tools for knowledge management, workflow
management and metrics reporting. These ensured timely resolution of all support issues and
eliminated ticket backlog.
The customer-centric aspects of the support model included:
• Levels 2 & 3 support for operational and functional system failures
• 24x6 support for severity 1 & 2 issues
• SLA-based services with defined response and resolution time
• Resolution of operational or functional defects including performance related problems
• Preventative maintenance/ proactive application monitoring/performance tuning
• SAP Basis system administration and security administration
• SOX compliance reviews in SAP security area
“We are now more Terra Gained Comprehensive Support at a Fixed, Predicable Cost
efficiently supporting the YASH ensured that all proposed solutions factored in the impact across the entire system landscape.
sum of Terra Industries, YASH was able to make significant contributions towards improving the overall health of the system
consisting of the existing by moving away from “band-aid” fixes and improving the overall integrity and robustness of the
application systems still in system.
production, as well as the Additional business benefits realized by YASH's Application Management Services:
new applications still being
brought on board for • The cost of support fell in line with the decrease in the number of problems encountered
finance, procurement and • Cost-effective and quality application enhancement and migration to new platforms met the
HR. By partnering with needs of evolving business requirements
YASH, we were able to • Savings enabled Terra to reinvest funds toward development and implementation of new
achieve greater business-critical applications
productivity and more • More knowledgeable staff ensured optimum responsiveness and timely issue resolution,
flexibility at a much lower often within the same business day
cost.” • Seamless, team-based, multi-skilled support structure removed risk of a single individual
—CIO having exclusive knowledge of an application
Terra Industries
About YASH Technologies
YASH Technologies focuses on customer success. As a leading technology services and outsourcing partner
for medium and large global customers, we leverage technology and our flexible delivery models to drive
performance and business value throughout a customer's enterprise. YASH's comprehensive service
approach incorporates a holistic view of our customers that extends beyond delivery. This approach
integrates enterprise solutions and services, proprietary best practice offerings, strategic application and
maintenance outsourcing, as well as consulting and integration services. YASH is a SEI CMMI (Level 3) and an
ISO 9001:2000 certified company with U.S. and India headquarters and regional sales and development
offices spread across three continents. YASH is also part of a select group of companies that are SAP -
certified global providers of application management services.
For more information, please email info@yash.com or visit www.yash.com
SAP-AMS-Mfg150-CS-0910
YASH Technologies www.yash.com/contactus
Global Presence - USA | EU | MEA | APAC • California | Illinois | Massachusetts | Missouri | New York
Texas | London | Bahrain | Hongkong | Singapore • Hyderabad | Pune | Mumbai | Bangalore | Indore
World HQ: 605-17th Avenue East Moline IL 61244 USA | Toll Free: 877-369-YASH | Tel: 309-755-0433 | Fax: 309-796-1242
EU: The Mille-II Floor 1000-Great West Road Brentford London TW89HH UK | Tel: 44-20-8261-4408 | Fax: 44-20-8261-4418
India: 201-205 Bansi Trade Center 581/5 MG Road Indore MP 452001 India | Tel: 91-731-426-1100 | Fax: 91-731-420-6593
© 2010 YASH Technologies. All rights reserved. Referred products/ aservices may be registered trademarks of belonging companies.