Follow the Sun SAP Application Management Support (AMS) Services

Transcription

1 Follow the Sun SAP Application Management Support (AMS) Services

2 Customized to fit your needs, Mygo s application management support (AMS) services provide you with the flexibility you need from your SAP support team. Application Management Support (AMS) Services Functional Development Basis Security We can augment your team on all SAP core functions. Competency across all SAP modules Dedicated 24/7 support Support for enhancement projects and production environments Robust transition to off-site helpdesk and support We Support The Following SAP Products: SAP Business Suite SAP ECC SAP CRM & SRM Hybris & Mobility SAP BW HANA & Analytics

3 Application Management Support (AMS) Activities Application Maintenance Conducting corrective maintenance activities required to make SAP application available at the required level in its released functional form. Corrective maintenance is the correction of reported faults that impair the availability or use of applications, per classifications of criticality: critical, high, minor and cosmetic Application Enhancements Managing the process of planning, designing, coding, testing and implementing enhancements to adapt to changes in data or processing requirements, improving the applications performance and costeffectiveness, and to add new functionality to the system Service Control Managing the service to achieve contracted service levels, utilizing our leading practices in the areas of Change Management, Configuration Management, and Release Management by the establishment of Change Control procedures, Interface Control procedures, Version Control procedures and Release Control procedures Service Planning As part of overall Service Level Management, reviewing service levels and measurements and adjusting SLOs as necessary to meet changing requirements. Service levels will be established and adapted as needed over time to represent the needs of business Quality Management Establishing and maintaining a Service Quality Plan (SQP) per standards, including the quality review procedures. This will include the quality review of deliverables and services from other external parties as mutually agreed upon Service Evolution Proactively taking your applications forward to exploit technical developments and gain business advantage. This unique aspect of Mygo s Delivery Phase is designed to provide formal communication processes to allow for the evolution of processes, service levels, and reporting to meet the District s ongoing business requirements

4 Application Management Support (AMS) Model Design (Initial Plan Phase) Transformation (Before Support Launch) Steady State & Improve (Deployment of Support) Operating Model Confirm Scope of Services Establish Service Delivery Model Comprehensive Process Framework Evaluate Tools Applicable Define Requirements for Success Implement Service Delivery Model and Process Framework Enhance Existing Tools Implement New Tools Continually Mature Processes Project Management Quality Management Ongoing Improvement in Tools Performance Management Establish SLA and KPI Parameters Establish Measurement Framework Agree Upon Reporting Framework Establish Risk/Reward Framework Establish Baseline Values Capture Business Expectations Define SLA and CI Targets Develop Relationship Scorecard Reporting Per Requirements Ongoing SLA Improvements Management Reviews Organization Change Management Design Retained Org Evaluate New Competencies Define Change Management Plan Global Delivery Model Workshops Re-skilling of Retained Organization Leadership Development Governance Establish a Governance Model Define Communications and Escalation Mechanisms Ongoing Governance Ongoing Governance

5 Our proven delivery framework as depicted below ensures professional management of services delivered with a high quality assurance using reusable artifacts developed based on our experience with similar clients in the past. Mygo PMO Delivery Director Program Managers QA Managers Quality Process Project Management Processes Reusable Artifacts Onsite Delivery Offsite Delivery Customer Customer Engagement Manager Customer Process Owners Customer End Users Mygo Delivery Manager Delivery Team Delivery Management Tools SAP Solution Manager, Proprietary Issue Tracking & Billing System Status Reporting Daily Review Session Weekly Status Report Monthly Status Report Milestone Delivery Report Exception Report Delivery Manager Back Office Delivery Team QA Manager Activities Issue Ticket Acknowledgement, Allocation Analysis, Effort Estimates & Feedback, Prepare Related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, Related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure Communication Tools SKYPE Audio Conferencing & Video Calls, Periodic Visits, Activities Issue Ticket Acknowledgement, Allocation Analysis, Effort Estimates & Feedback, Prepare Related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, Related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure The diagram shown above represents a mixed model of both onsite & offsite resources to support the customer.

6 SLA Descriptions Priority Criteria Description Business Functions Examples P1 (Critical) P2 (High) P3 (Medium) P4 (Low) Regulatory impacting. No feasible workaround exists. Business Outage. System not performing as designed Painful workaround exists (not sustainable) Will go live without the fix with a sanctioned workaround System not performing as designed Useable workaround exists (sustainable) System not performing as designed Cosmetic fix required Can t book Sales Order / Quote Can t ship or build Product Customer facing documents that will impact collections or receipts Non compliance to mandatory regulatory requirements Billing or Revenue recognition delay Authorization issues Delay receivables Can book Sales Order / Quote with extra step Can ship or build Product with extra step Lower revenue items impact Non critical month end or quarter end activities Reports are not working/reconciliation program not working, can be performed offline Incorrect field name on a report Incorrect output (column alignment, fonts, column headers) Minimal efficiency impact or customer facing impact Commitment of SLA s Mygo has extensive experience committing AMS services based on mutually agreed upon SLA s with a spotless track record of meeting and/or consistently exceeding the SLA s.

7 Mygo Ticketing System Flowchart Mygo has deployed a web-based ticketing system and SLA tracking tool that encapsulates the experience of previous engagements. Our knowledge base is easily accessible to our customers. These tools help in effectively tracking and monitoring the control parameters of the project, monitor the health of the project, and provide metrics.

8 AMS Service Models - Platinum - Salient Features Minimum Contract Duration: 3 years Offering Type: Customized Support Mode: Onsite / Offsite / Both Support Tool: Solution Manager Pricing: Varies based on the following: Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time-zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Configuration Support for Business Changes Year End Closing Support Audit Support (limited) Solution Manager Support Technical System Audit Mygo Engagement Manager Single Point of Contact for the Customer Manages the relationship between Customer & Mygo Accessible to the Customer 24 x 7 x 365 Conducts Periodic Review Meetings with Customer & Mygo teams Internally reports to the Delivery Director Responsible along with the Project Manager for all issues of the project Responsible along with the Delivery Director for the commercials Salient Features - Gold - Services Minimum Contract Duration: 1 year Offering Type: Customized Support Mode: Onsite / Offsite / Both Support Tool: Solution Manager Pricing: Varies based on the following: Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time-zones of Support SAP System Landscape Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support Solution Manager Support

9 AMS Service Model Continued - Silver - Salient Features Minimum Contract Duration: 1 year Offering Type: Customized Support Mode: Onsite / Offsite / Both Support Tool: Solution Manager Pricing: Varies based on the following: Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time-zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support - Ticket Based Support - Salient Features Minimum Contract Duration: 1 year Offering Type: Customized Support Mode: Offsite Support Tool: Solution Manager Pricing: Varies based on the following: Number of Support Hours Scope of Functional & Technical Support Interfaces to be managed Extent of Customization Service Windows / Time-zones of Support SAP System Landscape Services Functional Support Activities Development Support Activities Basis Administration Activities Limited Configuration Support

10 Contact us today for more information on SAP application management services Park St Suite 207 Naperville, IL