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SAP ERP Support
5
Process Flow
1
Who we are
2
Statement of Work
3
Proposed Solution
4
Methodology
6
Management &
Governance
7
Tools & Technology
8
Assumptions
9
Commercials
Agenda
Who we are
UIT® is an enterprise application innovation, implementation, education, management and integration
company operating globally for 20+ years.
 We understand 360+ business processes across 30+
functional areas in 20+ industry verticals.
 We have built a team of 180+ management, functional and
technology experts and have delivered 1000+ projects across
12+ countries.
 We offer 25+ solutions and 10+ services that leverage our
intellectual property and drive your competitive advantage.
 We partner with 10+ technology platform developers to bring
you the latest and the greatest.
 We work with 60+ global customers as their long-term
technology partners.
Our Business
Revenue
ESO CSO PSO
Our business is organized around three key areas of technology
services that we provide:
 Enterprise Solutions Organization develops and delivers packaged
technology solutions leveraging our intellectual property and
global best practices.
 Customer Service Organization develops tools and delivers
services to ensure that applications are stable, and they run
without disruption. Additionally, we focus on change
management, user empowerment and enhancement of
Application ROI.
 Professional Services Organization helps organizations meet their
technology skill demands with our superior practice management
capabilities.
Competence
7%
7%
20%
3%
3%
17%
7%
7%
4%
7%
3%
2% 7%
3% 3%
Digital Technologies
System Management
Software Development
Application Integration
Process Automation
Finance and Management Accounting
Procurement and Vendor Management
Inventory and Warehouse Management
Production Planning
Manufacturing Execution
Quality Management
Transportation and Logistics
Customer and Service Management
Human Capital Management
Business Intelligence
Our technical and functional competence can be
summarized as follows:
• 20 Industry Verticals
• 360 Business Processes
• 15 Practice Areas
Our professionals are trained in management,
functional, business process, technology and
industry best practices.
Solutions
Tax Compliance, Made Easy
Robotize your Business Processes!
Migrate to S/4HANA!
Build processes for scale!
Process Insights!
Technology on the cloud!
Certify your ERP system! Empower the Business User!
Business Intelligence in a Box!
Internet of Things, Accelerated!
100 Processes in 100 Days!
Retail and Fashion
100 Processes in 100 Days!
Industrial Manufacturing
100 Processes in 100 Days!
Construction Industry
Track and Trace!
Services
Custom
Development
SAP
Enhancement
Data
Archiving
and
Management
GST Reconciliation
Document
Management
Retail
Integration
E-Commerce Upgrade
SAP Roll-out
Projects
SAP ERP
Testing
Services
Year-end Closing
SAP ERP
Audit
Services
We develop solutions with leveraging
intellectual property.
The solutions are offered in a fixed-price,
fixed-time and fixed-scope model to our
clients worldwide.
We also deliver customer-specific services
which are unique to our customers.
Some examples are shown here.
Approach
Our proprietary delivery management methodology
PRODEL™ is based on 50+ processes that assure timely
delivery within quality specifications.
The methodology is solution and technology-agnostic. It is
scientifically designed to address all aspects of rapid, best-
practices based delivery or enterprise applications.
The following are the key functions:
• Planning and Scheduling
• Cost and Risk Management
• Resource Management
• Technical Design
• Technical Build
• Testing and Quality
• Training and Documentation
• Change Management
• Cutover and Go Live
• Application Management
MANAGE
DEPLOY
BUILD
DESIGN
PREPARE
Credentials
Scope of Support
 Resolve technical and functional issues according to SAPAMS+ processes and as per the priorities agreed between Client
and SAPAMS+ team for the modules mentioned earlier.
 Provide Basis support as requested
 Provide ABAP/FIORI support for fixing bugs in existing objects that are actively used.
 Develop minor and major enhancements as per the requirements of Client through change request management process.
 Follow the approval process recommended by Client
 Create/update/maintain documentation for the bugfixes, configuration changes and developments.
 Adhere to the Service Level Agreement.
 Report on support services as required by the Client SAP Manager.
Our Solution
UIT® is a new approach to Application Management Service.
Our goal is to build a preventive AMS system using step-by-step
approach and eliminate business disruption caused by
application and infrastructure issues.
Our approach is defined by the following philosophy:
Our Global Support Center for SAP conducts
regular and on-demand activities considering
the “health” of your system in mind.
Many of our activities are preventive in
nature and ensure “no disruption” and “no
loss” of business time.
SAPAMS+ Services Frequency Delivery
Knowledge Transfer and Transition to SAPAMS+
Team. One time
Remote, On-site at Client Facilities
only if needed
Current State/AMS documentation (Creating the
Baseline) One time
Remote, On-site at Client Facilities
only if needed
Coordination of Ticket Resolution On going Remote
Knowledge Management Ongoing Remote
Maintenance Activity Scheduled Remote
ABAP Fine tuning & Bug fixes On Demand Remote
Incident (Tickets) Management Ongoing Remote
Service Level Management (Reviews & Reporting)
Ongoing Remote
Change Requests Management On Demand Mutually agreed
Change Requests
On Demand & Approval of
Estimates
Remote, On-site at Client Facilities
only if needed
SAPAMS – What do we do?
We also use the latest tools technologies
available in the field and “remote support” of
IT system of applications and management.
 Service Levels are critical in Support
Agreement.
 Our dedicated support team is
measured by SLA mutually agreed
with you.
 Here is our standard SLA for all
customers, which is modified to meet
your specific needs.
Sr.
No
Priority Priority Definition
Max
Response
Time
Max
Resolution
Time
Commitment
Resolution
Time for
Balance
1
Very
High
All or part of the system
is unavailable or faulty;
threatens business
continuity
30 Mins 4Hrs. 95%
Balance 5% in
next 8
Business
hours
2 High
Incident has high impact
on part of the business-
Module/Function 30 Mins 8Hrs. 95%
Balance 5% in
next 16
Business
hours
3 Mediu
m
Incident has temporary
impact on users, is not
critical
1 Hours 2 Working
Days
95%
Balance 5% in
next 3 Business
days
4 Low
Incident has little or no
short-term impact on
users, does not need rapid
turnaround
4 Hours
6 working
Days 80%
Balance 20%
in next 4
Business days
Service LevelAgreement
The Process People
The Platform
• Incident Management
• Workflows
• Dashboard
• Knowledgebase
• Service Level Agreement
• Incident Life Cycle
• Preventive Actions
• Change Request Process
• Escalations
• Management Review
• Business User Education
• Business User
Certification
• Service Professional
Education
• Service Professional
Certification
Management
Process
• System Upgrade
Roadmap
• System Health Card
• Bench-marking
• Project Management
SAP Support is not just competent people or hardware and software! It is a lot more!
SAPAMS+: Success Mantra
Guided
Support
Phase I
Strategy & Plan
Phase II
Design & Acquire
Phase III
Transition
Total
Transition
Phase IV
Operate
Knowledge Repository
• Define aims and Objectives.
• Finalize Scope and structure
• Define service levels
• Mobilize support team from client & vendor
• Identify clients transition team (from
implementation team)
• Knowledge transfer
• Transition/Existing partner provides
primary support
• Support team provides secondary support
• Identify pre-emptive clean-up/changes
• Knowledge
reinforcement during
guided support
• Document current
state
• Transfer
knowledge to
support team
• Cut-over of support
from partner team
• Audit and reviews
• Continuous
improvement
• Cross training b/w
onsite and remote
team
Definition Phase Setup Phase Guided Support Transition Phase Steady State
Onsite Activity
Project Management
Quality Management
Activity at Client Facility Activity at UIT Facility
• Setup infrastructure
• Establish Common protocols
• Connect with L1 & L2 Support teams
Our Methodology
Governance
R(esponsible): Those who do the work to achieve the
task. There is typically a role with participation type
“Responsible”, although others can be delegated to
assist in the work that is required to be completed.
A(pproval): Approver or final approving authority, those
who are ultimately accountable for the correct and
thorough completion of deliverable or task, and the
one to whom “Responsible” is accountable. In other
words, an Approver must sign-off on work that
“Responsible” provides.
There can be only one Approver specified for each
deliverable.
C(onsulted): Typically, is the role assigned for those
whose opinions are sought; and with whom there is
two-way communication pertaining to the deliverable
to be completed.
I(nformed): The other party is responsible to keep the
party that is assigned an “Informed” regarding the
deliverable activity.
Process step UiT CLIENT
Issue is identified R, A
Call is logged R, A
Ticket is created with priority definition I R, A
Issue Analysis is done R, A I
Solution is proposed R, A I
Solution is developed/configured R, A I
Solution is tested. R, A I
Documentation is developed/modified. R, A I
Transport Request is moved to quality R, A A
Solution is tested by business user I R, A
Final documentation is done R, A C, I
Solution is approved move to production I R, A
Ticket is closed. R A
RCA documented. R, A I
Responsibility Matrix
SAPAMS+ is a holistic approach to preventive AMS combining all the
factors of management: Management Approach + Operational Process +
Technology and Tools + Change Management.
Each of the causes is addressed in all the four dimensions.
The following are the categories of tools:
• Assessment
• Health Check
• Automated Testing
• Documentation
• Training and Change Management
• Performance
• Manual and Consulting
AMS Tools and Technologies
SAPSYSAUDIT™ – ERP Certification
Prevent
failures
Provide
good
performances
Reduce
costs
Simplify
maintenance
and
operations
Automate
manual
tasks
Integrate
third party
solutions
helps to
ReceivingDaily
Reports
Alerting by
TextMessage
Alerting
whentoo
manyshort
dumps
Alerting on
SAPjobs
issues
Database
monitoring
Printing
issues
detection
Notifying us
ers
consuming
too much
memory
Alerting
when
response
time toolow
or
overloaded
SAPMONITORING
System Monitoring
Access
Analyzer
Fast,accuratedetection
of SoDand sensitive
accessrisksin SAP
Access
Reviewer
Achieve compliance
seamlesslywith end-to-
endautomationof
periodic useraccess
reviews
Automated
Provisioning
Automateapproval
flows and track activity
related to emergency
temporary accessto
SAP
Emergency
Access
Provisionrisk-free roles
to usersautomatically
Manage Internal Security Risk
SLA
Performance
Tickets & Hours by
period
Tickets and Hours by
causes
Tickets and Hours by
modules
Tickets and Hours by
Site
0
2
4
6
8
10
12
14
Human
Resources
Material
Management
Sales
and
Distribution
BASI
S
Financial
Accounting
Human
Resources
Material
Management
Production
Planning
Quality
Management
Sales
and
Distribution
(blank
)
Change
Request
Inciden
t
(blank
)
T
otal
Tota
l
Dashboards
Performance
Measurement
SAPAMS+ Dashboards
Performance
Measurement
Assumptions
• All the incidents are reported with appropriate documentation, scenarios, etc. Assign key users to
explain the defects/requirements. Promptly, work with SAPAMS+ team to test the solution and provide
the acceptance test results and close the issue.
• Timely responses/clarifications and feedback on resolutions as per RACI matrix.
• Needs to make available members who possess in-depth knowledge of the existing Business
Processes, configuration, customization, systems, hardware and software. Facilitate SAPAMS+ team
discussions with champion users.
• Provide access to resources documentation, database, source code etc., to UIT consultants and shall
not be accessed / modified by anybody else during the support period.
• Ensure that remote connectivity is established and maintained throughout the duration of the
project.
Thank You!

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SAP_Support_2023.pptx

  • 2. 5 Process Flow 1 Who we are 2 Statement of Work 3 Proposed Solution 4 Methodology 6 Management & Governance 7 Tools & Technology 8 Assumptions 9 Commercials Agenda
  • 3. Who we are UIT® is an enterprise application innovation, implementation, education, management and integration company operating globally for 20+ years.  We understand 360+ business processes across 30+ functional areas in 20+ industry verticals.  We have built a team of 180+ management, functional and technology experts and have delivered 1000+ projects across 12+ countries.  We offer 25+ solutions and 10+ services that leverage our intellectual property and drive your competitive advantage.  We partner with 10+ technology platform developers to bring you the latest and the greatest.  We work with 60+ global customers as their long-term technology partners.
  • 4. Our Business Revenue ESO CSO PSO Our business is organized around three key areas of technology services that we provide:  Enterprise Solutions Organization develops and delivers packaged technology solutions leveraging our intellectual property and global best practices.  Customer Service Organization develops tools and delivers services to ensure that applications are stable, and they run without disruption. Additionally, we focus on change management, user empowerment and enhancement of Application ROI.  Professional Services Organization helps organizations meet their technology skill demands with our superior practice management capabilities.
  • 5. Competence 7% 7% 20% 3% 3% 17% 7% 7% 4% 7% 3% 2% 7% 3% 3% Digital Technologies System Management Software Development Application Integration Process Automation Finance and Management Accounting Procurement and Vendor Management Inventory and Warehouse Management Production Planning Manufacturing Execution Quality Management Transportation and Logistics Customer and Service Management Human Capital Management Business Intelligence Our technical and functional competence can be summarized as follows: • 20 Industry Verticals • 360 Business Processes • 15 Practice Areas Our professionals are trained in management, functional, business process, technology and industry best practices.
  • 6. Solutions Tax Compliance, Made Easy Robotize your Business Processes! Migrate to S/4HANA! Build processes for scale! Process Insights! Technology on the cloud! Certify your ERP system! Empower the Business User! Business Intelligence in a Box! Internet of Things, Accelerated! 100 Processes in 100 Days! Retail and Fashion 100 Processes in 100 Days! Industrial Manufacturing 100 Processes in 100 Days! Construction Industry Track and Trace!
  • 7. Services Custom Development SAP Enhancement Data Archiving and Management GST Reconciliation Document Management Retail Integration E-Commerce Upgrade SAP Roll-out Projects SAP ERP Testing Services Year-end Closing SAP ERP Audit Services We develop solutions with leveraging intellectual property. The solutions are offered in a fixed-price, fixed-time and fixed-scope model to our clients worldwide. We also deliver customer-specific services which are unique to our customers. Some examples are shown here.
  • 8. Approach Our proprietary delivery management methodology PRODEL™ is based on 50+ processes that assure timely delivery within quality specifications. The methodology is solution and technology-agnostic. It is scientifically designed to address all aspects of rapid, best- practices based delivery or enterprise applications. The following are the key functions: • Planning and Scheduling • Cost and Risk Management • Resource Management • Technical Design • Technical Build • Testing and Quality • Training and Documentation • Change Management • Cutover and Go Live • Application Management MANAGE DEPLOY BUILD DESIGN PREPARE
  • 10. Scope of Support  Resolve technical and functional issues according to SAPAMS+ processes and as per the priorities agreed between Client and SAPAMS+ team for the modules mentioned earlier.  Provide Basis support as requested  Provide ABAP/FIORI support for fixing bugs in existing objects that are actively used.  Develop minor and major enhancements as per the requirements of Client through change request management process.  Follow the approval process recommended by Client  Create/update/maintain documentation for the bugfixes, configuration changes and developments.  Adhere to the Service Level Agreement.  Report on support services as required by the Client SAP Manager.
  • 11. Our Solution UIT® is a new approach to Application Management Service. Our goal is to build a preventive AMS system using step-by-step approach and eliminate business disruption caused by application and infrastructure issues. Our approach is defined by the following philosophy:
  • 12. Our Global Support Center for SAP conducts regular and on-demand activities considering the “health” of your system in mind. Many of our activities are preventive in nature and ensure “no disruption” and “no loss” of business time. SAPAMS+ Services Frequency Delivery Knowledge Transfer and Transition to SAPAMS+ Team. One time Remote, On-site at Client Facilities only if needed Current State/AMS documentation (Creating the Baseline) One time Remote, On-site at Client Facilities only if needed Coordination of Ticket Resolution On going Remote Knowledge Management Ongoing Remote Maintenance Activity Scheduled Remote ABAP Fine tuning & Bug fixes On Demand Remote Incident (Tickets) Management Ongoing Remote Service Level Management (Reviews & Reporting) Ongoing Remote Change Requests Management On Demand Mutually agreed Change Requests On Demand & Approval of Estimates Remote, On-site at Client Facilities only if needed SAPAMS – What do we do? We also use the latest tools technologies available in the field and “remote support” of IT system of applications and management.
  • 13.  Service Levels are critical in Support Agreement.  Our dedicated support team is measured by SLA mutually agreed with you.  Here is our standard SLA for all customers, which is modified to meet your specific needs. Sr. No Priority Priority Definition Max Response Time Max Resolution Time Commitment Resolution Time for Balance 1 Very High All or part of the system is unavailable or faulty; threatens business continuity 30 Mins 4Hrs. 95% Balance 5% in next 8 Business hours 2 High Incident has high impact on part of the business- Module/Function 30 Mins 8Hrs. 95% Balance 5% in next 16 Business hours 3 Mediu m Incident has temporary impact on users, is not critical 1 Hours 2 Working Days 95% Balance 5% in next 3 Business days 4 Low Incident has little or no short-term impact on users, does not need rapid turnaround 4 Hours 6 working Days 80% Balance 20% in next 4 Business days Service LevelAgreement
  • 14. The Process People The Platform • Incident Management • Workflows • Dashboard • Knowledgebase • Service Level Agreement • Incident Life Cycle • Preventive Actions • Change Request Process • Escalations • Management Review • Business User Education • Business User Certification • Service Professional Education • Service Professional Certification Management Process • System Upgrade Roadmap • System Health Card • Bench-marking • Project Management SAP Support is not just competent people or hardware and software! It is a lot more! SAPAMS+: Success Mantra
  • 15. Guided Support Phase I Strategy & Plan Phase II Design & Acquire Phase III Transition Total Transition Phase IV Operate Knowledge Repository • Define aims and Objectives. • Finalize Scope and structure • Define service levels • Mobilize support team from client & vendor • Identify clients transition team (from implementation team) • Knowledge transfer • Transition/Existing partner provides primary support • Support team provides secondary support • Identify pre-emptive clean-up/changes • Knowledge reinforcement during guided support • Document current state • Transfer knowledge to support team • Cut-over of support from partner team • Audit and reviews • Continuous improvement • Cross training b/w onsite and remote team Definition Phase Setup Phase Guided Support Transition Phase Steady State Onsite Activity Project Management Quality Management Activity at Client Facility Activity at UIT Facility • Setup infrastructure • Establish Common protocols • Connect with L1 & L2 Support teams Our Methodology
  • 17. R(esponsible): Those who do the work to achieve the task. There is typically a role with participation type “Responsible”, although others can be delegated to assist in the work that is required to be completed. A(pproval): Approver or final approving authority, those who are ultimately accountable for the correct and thorough completion of deliverable or task, and the one to whom “Responsible” is accountable. In other words, an Approver must sign-off on work that “Responsible” provides. There can be only one Approver specified for each deliverable. C(onsulted): Typically, is the role assigned for those whose opinions are sought; and with whom there is two-way communication pertaining to the deliverable to be completed. I(nformed): The other party is responsible to keep the party that is assigned an “Informed” regarding the deliverable activity. Process step UiT CLIENT Issue is identified R, A Call is logged R, A Ticket is created with priority definition I R, A Issue Analysis is done R, A I Solution is proposed R, A I Solution is developed/configured R, A I Solution is tested. R, A I Documentation is developed/modified. R, A I Transport Request is moved to quality R, A A Solution is tested by business user I R, A Final documentation is done R, A C, I Solution is approved move to production I R, A Ticket is closed. R A RCA documented. R, A I Responsibility Matrix
  • 18. SAPAMS+ is a holistic approach to preventive AMS combining all the factors of management: Management Approach + Operational Process + Technology and Tools + Change Management. Each of the causes is addressed in all the four dimensions. The following are the categories of tools: • Assessment • Health Check • Automated Testing • Documentation • Training and Change Management • Performance • Manual and Consulting AMS Tools and Technologies
  • 19. SAPSYSAUDIT™ – ERP Certification
  • 20. Prevent failures Provide good performances Reduce costs Simplify maintenance and operations Automate manual tasks Integrate third party solutions helps to ReceivingDaily Reports Alerting by TextMessage Alerting whentoo manyshort dumps Alerting on SAPjobs issues Database monitoring Printing issues detection Notifying us ers consuming too much memory Alerting when response time toolow or overloaded SAPMONITORING System Monitoring
  • 21. Access Analyzer Fast,accuratedetection of SoDand sensitive accessrisksin SAP Access Reviewer Achieve compliance seamlesslywith end-to- endautomationof periodic useraccess reviews Automated Provisioning Automateapproval flows and track activity related to emergency temporary accessto SAP Emergency Access Provisionrisk-free roles to usersautomatically Manage Internal Security Risk
  • 22. SLA Performance Tickets & Hours by period Tickets and Hours by causes Tickets and Hours by modules Tickets and Hours by Site 0 2 4 6 8 10 12 14 Human Resources Material Management Sales and Distribution BASI S Financial Accounting Human Resources Material Management Production Planning Quality Management Sales and Distribution (blank ) Change Request Inciden t (blank ) T otal Tota l Dashboards
  • 24. Performance Measurement Assumptions • All the incidents are reported with appropriate documentation, scenarios, etc. Assign key users to explain the defects/requirements. Promptly, work with SAPAMS+ team to test the solution and provide the acceptance test results and close the issue. • Timely responses/clarifications and feedback on resolutions as per RACI matrix. • Needs to make available members who possess in-depth knowledge of the existing Business Processes, configuration, customization, systems, hardware and software. Facilitate SAPAMS+ team discussions with champion users. • Provide access to resources documentation, database, source code etc., to UIT consultants and shall not be accessed / modified by anybody else during the support period. • Ensure that remote connectivity is established and maintained throughout the duration of the project.