SAP Support Services - TVSi Support Services - Overview.pdf · Basis Support Basis Security Services Solution Manager Capabilities ... SAP Support Services ( Level 3 & 4) •Train

SAP Support Services

© Copyright 2013, TVS Infotech Ltd. Slide 2

SAP offerings

ABAP Technical Support

EDI Capabilities

BIBO Services

Basis Support

Basis Security Services

Solution Manager Capabilities

SLA Recommended Matrix

Escalation Matrix for Support

Agenda


SAP Support Offerings

ABAP Development

• RICEF Developments

• Workflows, UI Programming

• Performance Tuning

Basis Support

• System Monitoring

• Administrative tasks

• Kernel Upgrades

• Patches & Notes

• SAP and DB version Upgrades

Functional

Support

• Configuration Changes

• Troubleshooting errors

• Change Requests

Complex Basis

Activities

• Server Migration

• Data Archiving

• Installation of DR server

• Setup of Quality / Sand box server

Additional Support

• System Audit

• Training

• Data Cleansing & Migration

• Creation of user manuals

Realization

• Configuration

• Basis Set-up

• Master Data upload

• RICEF Development

Training & Testing New Module

Implementations

• Additional Module requirements

• New Dimensional products

• Industry specific solutions.

Roll-outs

• Template roll-outs

• New Plant / locations

• Global Roll-outs

Upgrades

• Functional upgrade

• Technical upgrade

• Database Upgrade

• SAP Version Upgrade

Support Customer’s Projects

SAP Support Services ( Level 3 & 4)

• Train Core team / users.

• Walk through to consultants

• Unit testing

• Integration test assist


Onsite / Offshore Delivery Model…

Offshore

Onsite

Technical Specification /

Configuration Document

Development

Unit Testing

Requirement

Gathering / Blueprint

Document

Functional Specification

document

Go-live /

Acceptance in

Production

Integration

Testing

Onsite Coordinator can be present

during crucial phases of the project

like

Business blueprint / Integration

testing / Cut-over & Go-live.

Customer

Offshore

Coordinator

Support

Team


Team Structure & Communication Model

TVSi Offshore Delivery Centre

Customer

Project Sponsor

Steering Committee

Quarterly Reviews

(Monthly Reviews

during initial stages)

Project Execution

Team

Weekly Status

Reviews

Program

Manager

Project Manager

Experts Panel Quality /

Process Group

Enablers

SAP Center of Excellence

Functional

Consultants

TVSi Mgt

Delivery Head Customer - SAP

Practice Head

Offshore Support

Manager /

Coordinator

Project Manager

Functional

Consultants

Developers

Support Manager /

Onsite Coordinator

ABAP

Developers

Onsite


ISSUE/ LOG IN BUGZILLA

SUPPORT SPOC

ASSIGN TO RESPECTIVE MODULE

CONSULTANT

CUSTOMER

Clock Starts

WORK ON THE TICKET

ENTER IN THE

BUGZILLA

Clock stops

ADVANCES TO

CUSTOMER TESTING

RESOLUTION

NOT OK

CUSTOMER APPROVES TO CLOSE

TICKET

CONTD…

LEVEL 2, 3 OR

LEVEL 4?

Level 4

Level 3

OK

Clock starts

CLOSE THE TICKET IN BUGZILLA

ANY CLARIFICATI

ON TO THE CUSTOMER

ACKNOWLEDGEMENT TO THE CUSTOMER

YES NO

CUSTOMER PROVIDES

CLARIFICATION

CUSTOMER

TVSi

TICKET EXECUTION

FLOW-LEVEL 2 & 3


ESTIMATED EFFORT IS

GIVEN TO THE

CUSTOMER

CUSTOMER

APPROVES

FS PREPARED BY RESPECTIVE

MODULE CONSULTANT

SENT TO CUSTOMER FOR

APPROVAL

CUSTOMER APPROVES

PREPARE TS

CODE DEVELOPMENT & TESTING

TESTING BY

CUSTOMER

OK CUSTOMER

APPROVES

NOT

OK CUSTOMER

CLOSES THE

TICKET

CONTD

TICKET EXECUTION

FLOW-LEVEL 2 & 3


Requirement gathering

Prepare or modify Technical specification and Unit Test plans

Develop or modify – RICEF Objects Forms, Reports, Enhancements, Conversions

Interfaces with internal or external systems involving processing of files,

spreadsheets, XML or ALE/IDOC

CRM Technical Support (Web UI development etc.)

Work Flow development/enhancement

Unit testing

Delta version of training and documentation

TVSi/Customer standards, process and templates to be used

ABAP Technical Capabilities


Illustrative ABAP Support Requests that we

handle

RICEF Simple Medium Complex

Reports

(if it’s not standard, then it has to be

developed (Custom Development))

Classic reports with 7-8 fields

and one screen/ list for output

Simple ABAP Queries

Changes to existing Classic/ALV

reports with additional logic

•ALV reports with a maximum of

10 fields for output.

•Reports involving logical

calculations.

•Interactive reports with drill down

features, sub reports and additional

GUI components.

•New ALV Reports with grid

features display.

•Reports with complex logical

calculations.

Interfaces

(relates to Idoc or ALE or File

transfer or XML file transfer)

•Adding 1-2 fields to existing

custom IDOC or other interfaces

Updating master data records

from CRM to SAP

• Data conversion from external

DB into SAP via IDOC

•Message Splitting & Message

merging

• New custom IDOC development

•Conditional updates from Non SAP

to SAP system using look-ups

(Business connectors)

Conversion

(tools cover BAPI, LSMW, BDC)

• Converting new file structures

with 6-7 fields from legacy to SAP

• Convert and map employee

details from legacy system to

SAP

• Invoice posting using FB50

• Create rebate agreements

using VB01

• Converting invoice images from

SAP to a third party system

• Data conversions for transactions

with Tab strips and table controls

Enhancements

(methods include BAdI, User Exit,

Implicit or Explicit Enhancement.)

• Writing Sample programs for

data upload

•User exits to sort sequences in

lists

• Add fields to VBRK & VBRK for

interface

• Modify user exit to calculate

shipment cost

•User exits for availability &

additional credit checks

• Enhancing screens using BADI’s

Forms

(includes development work related

to ABAP Script, Smartform, or PDF)

• Addition of header items with

Logo’s

•Creation of letter heads

• Change of logos and header

item based on company codes

•Forms with page breaks or line

item over flows.

•Dynamic changes in box

dimensions

•Language translations

e.g. – English to Arabic


EDI Capabilities

Key Benefits

• Executed the Project at offshore model – Cost Reduction.

• Template based approach followed enabling to add new customers with minimal effort

• Providing technical and functional support

Rich Experience in

Outbound Invoice

Inbound Purchase Order

Inbound PO Change

Outbound Stock Transfer Advice

Outbound Inventory Inquiry Advice

Outbound Inventory Advice

Outbound Delivery

Outbound Sales Order

Outbound Sale order Change

Outbound Order Confirmation

Outbound Scheduling Agreement

Outbound Advance Shipping Notification

Inbound and Outbound Custom IDOC

Technology profile

• Implemented EDI in two international customers to connect to their customer through EDI partner or Directly to customer’s system.

• Interfaces with EDI Partner as well as directly to the customer systems

• Supporting 2 global customers

• Providing Functional as well as technical support in EDI space


BIBO Capabilities

Key Benefits


• Providing technical support and Data Load monitoring (ECC Extract by using process chain)

BI Capabilities

Process Chain

Data Load

Report Development

Remote Cube

Real time reports connecting to Source System –

Jump Query

BEx Analyzer

Query Analyzer

BO Capabilities

Universe

Crystal Reports

Dash Board

Web Intelligence (Web I)

Integration with BW system

Integration with other Relation data sources

Live Office

Analysis

Technology profile

Currently we are Supporting 2 global customers

Having USA customer support experience in BI and BO

Rich Experience in implementation and Support projects in BI platform

Currently BO implementation project in in progress


SAP Basis Administration to any system land scape such as ECC, BI, BO, SRM,

CRM, Enterprise Portal, APO etc.

24/7 Basis Support

Daily Job Monitoring

Daily/Weekly/Monthly maintenance activities

Technical Upgrades

SAP Version Upgrade

Support/Enhancement Pack (ABAP/JAVA)

Database Version Upgrade

Patch Update

Kernel Upgrade

Basis Capabilities


Basis Securities

Approach

• The end user will fill the authorization form and get the

approval from his respective process owner.

• The process owner will send the same to IT head for

approval.

• The IT Head Controller will then send the same to the

Basis Consultant located at offshore

• The Basis person will provide required authorization &

Test the same with help of Functional Consultant

• If require, technical help of respective functional

consultant will be taken by basis person for providing

necessary authorization objects and classes including the

organization levels.

• The Basis will inform to IT Head and end user to test.

• Upon Confirmation by End User, the ticket will be closed

Key Tasks

• Identifying and Assigning relevant authorisations to user

• Ensuring any role change of end users are reflected in profiles

• Locking users not logged for a defined period of time

• Ensuring periodic change of system and user passwords

• Identifying and monitoring the users with system critical

authorisation.

• Removal of redundant user, profiles and authorisations

• Identifying potential problems

• User password Security

• IP level logon security

• Audit configuration to monitor end user activities

• SAP Users Management reports

• Single Sign-on through SAP Market place

• SSO Certificate for Java stack

Key Benefits

Improved response from auditors

Reduces security & compliance costs

Actively addressing security risk and giving “trusted” status with all stakeholders

Avoids application failures due to authorisation problems

Huge Risk protection, Avoids any security breach

Ease of User Management, Support for licensing Audit


Have strong exposure in Solution Manager Implementation and Support projects

Implementation experience in many local and international customers across the

globe

Providing Support to multiple customers across the globe from offshore

Having strong experience in the following

Early Watch Alert (EWA) configuration

Configuring Auto notifications via email

Central System Administration for SAP ECC systems

Root Cause Analysis And Early Watch Alert configuration for BO systems

CCMS alert for BO Systems

Job Scheduling – Email alert for BO and ECC Systems

Service Desk Configuration

Incident Management Configuration

Solution Manager Capabilities


Mean Times – Regular Business hours

Severity 1 Severity 2 Severity 3 Severity 4

Response Resolution Response Resolution Response Resolution Response Resolution

30 minutes 8 Hours 2 Hours 1 Business Day 4 Hours 3 Business Days 5 Business Days 20 Business Days

SLA Recommended Matrix

Mean Times – On call hours

Severity 1 Severity 2 Severity 3 Severity 4

Response Resolution Response Resolution Response Resolution Response Resolution

45 minutes 12 Hours 2.5 Hours

1 Business

Day 4 Hours

3 Business

Days

5 Business

Days 20 Business Days

Escalation Mechanism

Severity Escalation Criteria Escalation Point

Severity 1 & 2 issues All issues Level 1 and Level 2 Managers

Severity 3 Resolution time < 3 days Level 1 Manager

Resolution time between 3 – 5 days Level 2 & so on…

Severity 4 Resolution time < 20 days Level 1

Resolution time between 20 – 30 days Level 2 & so on…


Escalation Matrix for Support

Escalation Level Escalated to

Escalation Level 1 Program lead

Escalation Level 2 Program manager

Escalation Level 3 Account Manager

Escalation Level 4 Delivery Head

For Level 2 and 3 requests, we will resolve as per the SLA agreed with the customer. If the issues are not resolved per the

SLA, then escalations should be made as mentioned above. Start Stop Clock will be strictly followed for customer

stoppages or pending approvals/UAT etc( Refer to ticket flow in slide 18 & 19)

If the issue is not resolved within the stipulated timeframe it can be escalated to the next level as per

the escalation matrix.

At the start of the engagement, TVSi will inform the SPOC to the customer.

Customer should nominate a Single Point of Contact (SPOC) for the Support Engagement. All issues

need to be escalated to the TVSi through the SPOC.


Case Studies – CPG Industry

Benefits to the Customer


• Reduce the dependency on IBM Sterling Commerce ( Middleware Service Provider) by having complete control at Client side with nil or

minimum control to IBM, thereby reducing the support Cost to the Client.

• Adding new Customer with less efforts by developing EDI Templates

TVSi Role

• Implementation of EDI for 25+ Customers in USA & Canada

followed by EDI Support.

• Developed 15+ Message Types for Order to Pay and Procure to

Pay Transactions.

• Project is executed with Onsite and Offshore Model for the OSVI

division and 100% offshore for OTP division.

• EDI Implemented for both Standard SAP Transactions and

Custom Built ( Z-Transactions) Process.

• Having dedicated Project team.

• Successful Implementation of EDI for 16 Partners went live on

the same day of Go Live with no errors reported - fetched

Repeat Order to TVSi by the Client

Best Practices

• Triggering Email to Group of Users whenever inbound Sale

order is created

• Template based approach followed in developing EDI for SO,

SO Confirmation , Delivery and Invoicing enabling to add new

customers with minimal effort.

• Nil or Minimum Control is given to Intermediate Service

Provider ( IBM – Sterling Commerce) with a view to reduce the

maintenance cost whenever a new customer is added.

• Exercised Control in SAP System to ensure Invoice is not

created for Manual Creation of Sale Order.

• Create a PO with the Inbound Order confirmation IDOC and

data from Custom Table.

CLIENT PROFILE

A global leader in the supply chain management of agricultural products and food ingredients


Case Studies – Manufacturing Industry



• Reduce the man power efforts to monitor the jobs which runs 24/7.

• Configuring new systems landscape by using internal IT team

TVSi Role

• Implementation of Solution Manager

• CHARM configuration

• Central System Monitoring configuration

• Configuring Auto notification via emails

• Central System Administration

• Jobs Scheduling – Email alert for BO and ECC systems

• Configure Root Cause Analysis for BO systems

• Early Watch Alert (EWA) configuration

• CCMS alert for BO systems

• Incident Management Configuration

• Service Desk Configuration

Best Practices

• Triggering Email to Group of Users whenever any critical job

failed or not started within the given threshold

• SAP best practices followed in the entire project

• Configuring Production Solution Manager was carried out by

the customer support team with the help of our consultants to

get real time hands on experience

• End to end Root Cause Analysis activated for Server

performance, memory issues and any issues relate with

Application or DB server

• Operation Manual with screen shot and details for end user

training

CLIENT PROFILE

A leading company in the global power transmission market


Case Studies – IT Services


• Executed the Project at onsite/offshore model – Cost Reduction.

• Reduce the man power efforts to monitor the jobs.

• Automatic transport movement to other landscapes through Solution manager to minimize the error

• Hands on training to the internal support team

TVSi Role

• Installation of Solution Manager

• Download and update the required patch

• Willy Intra installation

• Service Desk Configuration

• Root cause Analysis (RCA) for BO systems

• Maintenance Optimizer Configuration

• Early Watch Alert (EWA) report configuration

• SAP router installation and configuration

• Configure Solution Manager to Escalate un-solved problems

• Configure Solution Manager to report product errors

Best Practices

• Triggering Email to Group of Users whenever any critical

job failed or not started within the given threshold

• Email trigger for un-solved problems and product errors

• SAP best practices followed in the entire project

• Operation Manual with screen shot and details for end user

training

• Auto download the required software, Notes and patches

from SAP service market place

• Configuration Manual with screen shot for training and post

implementation support by the support team

• Support team hands on training

CLIENT PROFILE

A well-known business partner to customers for their business automation and transformation initiatives

HEAD OFFICE

TVS INFOTECH LTD.

‘ASV Chandilya Towers’, 7th Floor, 5/397, Rajiv Gandhi Salai (OMR), Okkiyam-Thoraipakkam,

Chennai – 600096, India.

T: +91-44-49098874

F: +91-44-49098875

www.tvsinfotech.com

THANK YOU

INDIA UNITED STATES NETHERLANDS UNITED ARAB EMIRATES

Documents

SAP Support Services - TVSi Support Services - Overview.pdf · Basis Support Basis Security Services Solution Manager Capabilities ... SAP Support Services ( Level 3 & 4) •Train