Triangle Konsalting Service Delivery Model 01.06
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Transcript of Triangle Konsalting Service Delivery Model 01.06
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Client logo
Large on title page
Smaller one on all the rest
Right aligned andhorizontally centered
(with box)
We dont promiseWe assure
Triangle Consulting
Moscow, 2011
Service Delivery ModelProposal
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Agenda
2011 Triangle Consulting - All rights reserved2
Integration model
CGTriangle Integration Model
Service Processes and Levels of Support
Incident Management
Service Request Management
Change Management
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TRGC Delivery Model Integration
2011 Triangle Consulting - All rights reserved3
0 level support 1stlevel support 2nd and 3rd level support 4th level support
FrontOffice
RU
Specialexpertiseand 3rdparty
support
SAPEnd
Users
CG SAP AMUserSupport
Requestlog
TrialPerio
d:
SAP
coordinators
Functional Support RU
CG SAP AMSupportTeam
TR
TR
KeskoRussiaOn SiteSupport
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Service Processes and Levels of Support
2011 Triangle Consulting - All rights reserved
Incident Management
Service RequestManagement
Change Management
Level 1 Level 2 Level 3Fix
Level 3T&M
2011 Triangle Consulting - All rights reserved4
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2011 Triangle Consulting - All rights reserved5
Integration Model
Incident Management
Overview
Delivery Model
Key digits
Service Request Management
Change Management
Agenda
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Incident ManagementOverview
GoalsRestore Service as soon as possible
Decrease business impact of incident to decrease priority
ResourcesRU\EN speaking front-office 24x7
4 FTE with SAP competence 8x5
18 consultants on call 24x7
Fixed Price
Managementoffice hours: Service Support Manager
non-office hours: Duty Incident Manager (role, not person)
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Projectteams
7
Incident ManagementDelivery Model
Users
Triangle Support Front-office- is single point of contact for users- identifies user, priority
- checks if non-SLA- identifies resolution team- translates RUEN for CG
Triangle Functional Support
- office hours + on-call- functional competence
TriangleService Support Manager
(office hours)
- or -Duty Incident Manager
(night/weekend/holiday)
SAP CISServiceDesk
Basis/HostingSupplier
Service Desk
Customer Incident Manager
- escalation- IM performance review
Cap
GeminiSupport
transfernon-localincidents
Projectteams
transfer project incidents
SAP CISPartnerManager
Basis/HostingSupplierIncidentManager
Cap GeminiServiceManager
CapGeminiIncident ManagerProject Managers
Service Delivery model Service Control & Escalation Model
- new requests- phone / mail
- extra details- acceptance
2011 Triangle Consulting - All rights reserved
escalation
Incident Management
Incident Management
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Incident ManagementKey Figures
Users
Triangle Support Front-office Speaks EN/RU 24x7 closes 15% calls (non-SLA, FAQ, duplicate etc) SLA: 0,5 hrs to assign top prio incident
Triangle Functional Support SLA: 5,5 hrs to solve top prio incident
4 FTE, MSK office hours 18 consultants on-call 24x7
Hosting, Basis, VendorService Desks
Incidentpriority
Maxresolutiontime
1 Top 6 hours
2 2 work days
3 5 work days
4 10 work days
Cap GeminiSupport
transfer non-local incidents
ProjectteamsProjectteams
transferprojectincidents
SLA
Hosting, Basis, SAP CISService Desks
Incident Management
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Agenda
Integration Model
Incident Management
Service Request Management
Delivery Model
Key Digits
Change Management
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Service Request ManagementOverview
GoalsHandle service requests and deliver user support
ScopeEnd-user support
Resources4 FTE with SAP competence 8x5
18 consultants available on demand 8x5
Fixed price
Managementoffice hours: Service Support Manager
non-office hours: Duty Incident Manager (role, not person)
2011 Triangle Consulting - All rights reserved10
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Service Request ManagementDelivery Model
Users
Triangle Support Front-office- SPOC for customer- identifies user, priority- checks if non-SLA- checks if FAQ- identifies resolution team- translates RUEN
Triangle Functional Support
- office hours + on-call- functional competence
TriangleService Support Manager
(office hours)
- or -Duty Incident Manager
(night/weekend/holiday)
CustomerService Control Manager- escalation- performance review
Cap
GeminiSupport
transfernon-localincidents
Cap Gemini Service Manager
Service Delivery model Service Control & Escalation Model
- new requests- phone / mail
- extra details- acceptance
2011 Triangle Consulting - All rights reserved
escalation
Service Request Management
Service Request Management
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User
Triangle Support Front-office 8x5 EN/RU speaking closes 15% calls (non-SLA, FAQ, duplicate etc)
Triangle Functional Support SLA: 5,5 hrs to solve top prio req 4 FTE, MSK office hours 18 consultants on-call 24x7
Cap GeminiSupport
transfernon-localservice req
Service Request ManagementKey Figures
Service Request Management
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Agenda
Integration Model
Incident Management
Service Request Management
ChangeManagement
Overview
Delivery Model
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Change ManagementOverview
GoalsDeliver changes in smooth & controlled manner
ResourcesOffice hours only
4 FTE with SAP competence
18 consultants available on demand
T&M pricing
ManagementService Support Manager
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Change ManagementDelivery Model
Customer representatives
Cap Gemini approval
TriangleSupport Front-office
- register ticket- assign team- office hours MSK
Triangle Functional Support- conduct change
- test in dev & quality systems- prepare documentation
- new RFC idea- approved RFC
- clarify details- planning- acceptance
Hosting, Basis, VendorService Desks
Hosting, Basis, SAP CISService Desks
TriangleService Support
Manager(office hours)
- or -Duty Incident
Manager(night/weekend/holiday)
Customer Change Manager
- escalation- performance review
Basis/HostingSupplierChangeManager
Cap Gemini Service Manager
- escalation
Service Delivery Model Service Control & Escalation Model
Change Management
Change Management