Follow the Sun - SAP Mobility | ERP Consulting and ...mygoconsulting/wp...SAP CRM & SRM Hybris &...
Transcript of Follow the Sun - SAP Mobility | ERP Consulting and ...mygoconsulting/wp...SAP CRM & SRM Hybris &...
Follow the Sun —SAP Application Management
Support (AMS) Services
Customized to fit your needs, Mygo’s application management support (AMS) services provide you with the flexibility you need from your SAP support team.
We Support The Following SAP Products:
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
SAP Business Suite
SAP ECCSAP CRM &
SRMHybris & Mobility
SAP BWHANA & Analytics
Application Management Support (AMS) Activities
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 Maintenance
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 cost-effectiveness, and to add new functionality to the system
Application Enhancements
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 Control
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
Service Planning
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
Quality Management
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
Service Evolution
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
Design(Initial Plan Phase)
Transformation(Before Support Launch)
Steady State & Improve(Deployment of Support)
Application Management Support (AMS) Model
•Ongoing Governance
Delivery Director
Program Managers
QA Managers
Our proven delivery framework as depicted below ensures professionalmanagement of services delivered with a high quality assurance using reusable
artifacts developed based on our experience with similar clients in the past.
Onsite Delivery Offshore Delivery
Customer Back Office
CustomerEngagement
Manager
CustomerProcessOwners
CustomerEnd Users
Delivery Manager
Delivery Team
QA Manager
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
SAP Solution Manager, Proprietary Issue Tracking
& Billing System
Daily Review SessionWeekly Status ReportMonthly Status Report
Milestone Delivery ReportException Report
SKYPE Audio Conferencing & Video Calls, Periodic
Visits, E-Mail
Delivery Management Tools
Status Reporting
Communication Tools
Mygo
DeliveryManager
DeliveryTeam
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
Activities Activities
Mygo PMO
Quality Process
Project Management
Processes
Reusable Artifacts
The diagram shown above represents a mixed model of both onsite & offshore resources to support the customer.
Priority Criteria Description Business Functions Examples
P1(Critical)
Regulatory impacting.No feasible workaround exists.Business Outage.
Can’t book Sales Order / QuoteCan’t ship or build Product Customer facing documents that will impact collections or receipts Non compliance to mandatory regulatory requirements
P2(High)
System not performing as designedPainful workaround exists (not sustainable)Will go live without the fix with a sanctioned workaround
Billing or Revenue recognition delayAuthorization issuesDelay receivables Can book Sales Order / Quote with extra step Can ship or build Product with extra step
P3(Medium)
System not performing as designedUseable workaround exists (sustainable)
Lower revenue items impactNon critical month end or quarter end activitiesReports are not working/reconciliation program not working, can be performed offline
P4(Low)
System not performing as designedCosmetic fix required
Incorrect field name on a reportIncorrect output (column alignment, fonts, column headers)Minimal efficiency impact or customer facing impact
SLA Descriptions
Commitment of SLA’s
Mygo has extensive experience committing AMS services based on mutually agreed upon SLA’s
with a spotless track record ofmeeting and/or consistently exceeding the SLA’s.
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.
- Platinum -
Minimum Contract Duration: 3 yearsOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: 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
Configuration Support for Business Changes
Year End Closing Support
Audit Support (limited)
Solution Manager Support
Technical System Audit
- Gold -
Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: 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
Mygo• 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
AMS Service Models
Salient Features
Salient Features
Services
Services
EngagementManager
AMS Service Model – Continued
Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: 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
- Ticket Based Support -
Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Off-shoreSupport Tool: Solution ManagerPricing: 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
- Silver -
Salient Features
Salient Features Services
Services
Contact us today for more information on SAP application management services.
1700 Park StSuite 207Naperville, IL 60563
www.mygoconsulting.com
331.472.4238
331.472.4646