ITChamps - Application Management Services

[email protected] | www.itchamps.com

© 2015 ITChamps Software Private Limited 1© 2015 ITChamps Software Private Limited

We add WORTH to IT

SAP Application Management Support


© 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



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



SAP AMS ServicesITChamps Approach for SAP AMS



Helpdesk Introduction

Help Desk is an integral part of the Operationalize phase of the ITChamps’ AMS methodologyITChamps’ AMS Methodology overview illustrated below



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.



Understanding

Service Level MatrixSeverity Level MatrixResponsibility Matrix Ticket Life Cycle process and procedures

Activities & ResponsibilitiesTicket ManagementCalls HandlingReports Management



Service Level Matrix

Service Level Matrix includes following levels of a ticket life cycle:Acknowledgement TimeResponse TimeResolution Time



Severity Level Matrix

Severity Level Matrix includes following levels of MeasurementUrgentHighMediumLow



Responsibility Matrix



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



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



Reports Management

Helpdesk is responsible in generating various reports for the project and the management “major reports are as listed below”



Infrastructure Set up

Dedicated Toll free Number Dedicated VIOP Phones Access to Client’s Ticketing ToolAccess to VPN (Based on Client Set up)



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



Case ReferenceSAP AMS Cases



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



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

mailto:[email protected]





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ITChamps - Application Management Services

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