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ATOS IT Solutions and Services SAP Enterprise Support Offering Your business technologist. Powering progress.

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Presentation on theme: "ATOS IT Solutions and Services SAP Enterprise Support Offering Your business technologist. Powering progress."— Presentation transcript:

1 ATOS IT Solutions and Services SAP Enterprise Support Offering Your business technologist. Powering progress

2 Support Services

3 SAP Enterprise Support - Goal SAP Enterprise Support helps to implement, operate, and innovate better How can I implement in time and budget? How can I avoid disruptions to my business? How can I rapidly leverage software innovations? Support begins with day one Implement better with guidance from SAP, leverage end-to- end support infrastructure, and lifecycle management Run SAP like a factory Operate better through improved supportability, performance, reduced TCO, and better collaboration with SAP Do what you do best, even better! Innovate better and quickly meet business requirements for continuous growth and increased competitive advantage!

4 SAP Enterprise Support The industry-leading support offering Protect your business and achieve operational excellence Drive efficient implementations that meet your business needs Foster your company’s growth by continuously evolving your business and IT processes

5 PartnerCustomer Ready for innovations Reduce total cost of ownership Free up resources Helpdesk Service delivery management Minimize time to implement Fast issue resolution Reduce unplanned downtime Value of SAP Enterprise Support Maintenance is a Strategic Asset Enterprise Support helps to implement, operate, and innovate better! Benefits of SAP Enterprise Support

6 ©2013 SAP AG. All rights reserved.6 Build & TestDesign Implement Better Complete the project on time, within budget and limit risk Requirements Get ready for your project... Technical Quality Checks and Tools  Standardized risk evaluation  Analysis and verification of sizing and system configuration  Avoidance of unnecessary modifications Technical Quality Checks and Tools  Standardized risk evaluation  Analysis and verification of sizing and system configuration  Avoidance of unnecessary modifications... move on with the help of experts... Support and Maintenance Services  Service level agreement  Help desk - large skills and experience to assist  Test management and change management through SAP Solution Manager Support and Maintenance Services  Service level agreement  Help desk - large skills and experience to assist  Test management and change management through SAP Solution Manager... and have a successful go-live! Implementation Know-How and Tools  ASAP supports cost-effective and speedy implementations  SAP Solution Manager helps in documenting processes and preparing for smooth operations including proactive monitoring and root-cause analysis Implementation Know-How and Tools  ASAP supports cost-effective and speedy implementations  SAP Solution Manager helps in documenting processes and preparing for smooth operations including proactive monitoring and root-cause analysis SAP Enterprise Support helps customers to implement better!

7 ©2013 SAP AG. All rights reserved.7 Documentation of Solution Focus topics  Business process transparency  Monitoring of business processes  Data consistency, data backup, recovery  Software change management – one transport order  Job management – process automation  Remote diagnostics  Implementation method  Training & certification The Case Implementation project Introduction of SAP Extended Warehouse Management (EWM) Extension of FI, CO Introduction of HCM Roll-out into other countries End-to-end support infrastructure New SAP solution  SAP GoingLive Check CUSTOMER PARTNER Run SAP Service Level Agreement Project mgmt. Service Desk Test mgmt. Change mgmt. Implement Better Smooth implementations through SAP Enterprise Support Service Desk SAP standards help to make a reliable project plan: ASAP supports cost effective and speedy implementations, Run SAP helps to secure the management of end-to-end solution operations, close integration of project management, service desk, test management and change management through SAP Solution Manager Simplified roll-out into other countries through existing test cases and template roll-out Service level agreement of top issues ensures fast processing of high priority messages during implementation Clear Value With SAP Enterprise Support

8 ©2013 SAP AG. All rights reserved.8 OptimizeOperate Operate Better Stability, Security and Performance of the IT landscape Efficiently manage your SAP solution... Technical Quality Checks  Business process analysis and monitoring  System performance improvements  Security improvements  Data volume management Technical Quality Checks  Business process analysis and monitoring  System performance improvements  Security improvements  Data volume management... enhance stability and process performance... Support and Maintenance Services  Service level agreement  Help desk- large skills and experience to assist  Problem resolving Support and Maintenance Services  Service level agreement  Help desk- large skills and experience to assist  Problem resolving... save time and money for future innovation! Operations Know-How and Tools  Run SAP optimizes the ongoing management of end-to-end solution operations  SAP Solution Manager provides end-to- end application lifecycle management ensuring stable operations and enabling accelerated innovation Operations Know-How and Tools  Run SAP optimizes the ongoing management of end-to-end solution operations  SAP Solution Manager provides end-to- end application lifecycle management ensuring stable operations and enabling accelerated innovation SAP Enterprise Support helps customers to operate better!

9 ©2013 SAP AG. All rights reserved.9 Operate Better Case Study Business continuity through SAP Enterprise Support SAP Solution Manager inclusive usage of service desk  end-to-end support infrastructure Problem processing and solving, providing solution following service level agreement – (reactive support) - Priority 1 messages directly forwarded to SAP for immediate action without any interruptions The Case Small Transportation Company High priority problem cases SAP logistic solution stand-still Shipping documents cannot be created Planned transports are in danger and can’t move Financial damage Damage of image (transportation company does not deliver in time) Root Cause Analysis End-to-end support infrastructure  SAP Solution Manager CUSTOMER PARTNER Service Desk Clear Value With SAP Enterprise Support

10 ©2013 SAP AG. All rights reserved.10 Innovate Better Make innovation easier DeployBuild & TestRequirements & Design SAP Enterprise Support helps customers to innovate better! Find what‘s new... Technical Quality Checks  Business process change analyzer (included in SAP Solution Manager)  Specific technical quality checks for installation, upgrade, downtime, etc. available Technical Quality Checks  Business process change analyzer (included in SAP Solution Manager)  Specific technical quality checks for installation, upgrade, downtime, etc. available... install innovations,... Support and Maintenance Services  Test management and change management through SAP Solution Manager  Help desk  Problem resoving Support and Maintenance Services  Test management and change management through SAP Solution Manager  Help desk  Problem resoving... activate and use them! Business Function Prediction  Find the enhancement package functionality that is right for your landscape  Identification of relevant innovations based on actual system usage data Business Function Prediction  Find the enhancement package functionality that is right for your landscape  Identification of relevant innovations based on actual system usage data

11 ©2013 SAP AG. All rights reserved.11 Innovate Better Case Study Quick innovation through SAP Enterprise Support Technical quality checks to optimize the customer solution, such as with EHP installation check, which assesses the technical risks and effort drivers of SAP enhancement package installations The Case Consumer Products Company In need of improving sales order entry processes – instantly! Customer’s sales department requires a solution to speed up their sales order entry process, currently it takes too much time and as a result opportunities are lost SAP delivered the required functionality with the latest enhancement packages End-to-end support infrastructure  SAP Solution Manager CUSTOMER PARTNER Service Desk Test mgmt. Change mgmt. TQC’s Clear Value With SAP Enterprise Support

12 SAP Enterprise Support Pathway Suitable offerings for every experience level! SAP Enterprise Support Offering Continuously extend the usage of SAP Enterprise Support offerings over the time Customer Situation: New customer or customer with no SAP Enterprise Support experience Customer Situation: Solution runs stable and optimization potential is recognized Customer Situation: Established IT processes allow automation of IT and provide innovation to business SAP Enterprise Support e.g. SAP enhancement packages, extended ALM capabilities in SAP Solution Manager, SAP Enterprise Support e.g. Mission critical support, Run SAP, SAP Solution Manager, …. SAP Enterprise Support e.g. Technical quality checks, SAP Solution Manager, ASAP, …

13 ATOS provides innovative business solutions and services for holistic transformation and optimization of your IT Architecture, business processes, applications and infrastructures with SAP® ERP, the successor of the SAP® SAP ERP® platform. ERP Consolidation and Harmonization ERP Implementation and Enhancements ERP Upgrade Service We are one of the largest SAP® integrators, with 30 years of accumulated experience and global implementation. We have multivendor reach through partnership with Oracle, Microsoft and many others. Our intimate process knowledge is based on our exclusive market position within the world’s most global industrial complex – Siemens. Our unique integrated approach provides a systematic solution coverage and flexible global delivery, using the proven SAP® methodology and LIVE tools. We have access to the world’s broadest range of security solutions and services We offer an end-to-end solution and service portfolio including application management, shared service modeling and comprehensive outsourcing. ATOS Competencies and Capabilities Profile

14 BG ADDON package – registered in its own namespace in 1996, the package includes programs for Trial Balance, General Ledger by corresponding accounts, Management report generator, etc. The GL by corresponding accounts report gives the only possibility for generation of correct Cashflow reports; Transport management – a solution that is used as extension for SAP Fleet management module. It supports tracking of several measuring points, comparison with benchmarks set by the state authorities, GPS integration, integration with petrol distributing companies, etc.; E-invoice – a solution that exports invoices in xml format ready for digital signing; Incentive and Commission system – a workbench for configuration of very complex bonus calculation schemes based on source data from the core systems. The integration with SAP ERP in embedded in the solution; Several mobility solutions. ATOS Competencies and Capabilities ATOS in Bulgaria ATOS IT Solutions and Services EOOD offers IT consulting, design, implementation and maintenance of the standard business application software SAP Business Suite and SAP ERP (SAP ERP), together with a whole range of innovative IT solutions such as RFID, biometric or mobile solutions, security, etc. ATOS is one of the leaders on the Bulgarian ERP market. Its highly professional and experienced team of 45 SAP consultants has completed over 120 projects (Appendix A) in large and medium- sized corporate customers - 70 % of all SAP implementations in the country. ATOS offers for its customers different packaged products or specific solutions based on local Best Practices. The products are documented and delivered as BC sets. ATOS Bulgaria supports some of the products for more than 7 versions of SAP ERP. Some of the products in the list are:

15 ATOS SAP Support Organization

16 Identify and rout each incident. Keep the service organization transparent to the Requester. Guard that progress is satisfactory. Collect and register all incoming calls, requests and requirements based on its severity (critical, major and minor). When user confirms the solving of problem the incident shall be closed with proposed solution. Support operations Support operations, procedures and methodologies Incidents control, measure the KPI and keep the SLA. Guarantee for the fast identification and tracking. Reporting, process and data analysis. Data base with the solutions

17 Support operations, procedures and methodologies Procedures  Searching for errors  Checking the Customizing settings  Looking for the fault  Analyzing the Incident’s  Discussing the problem with End User  Reproducing and isolating the Incident  Deciding if the Incident is due to a defective or a non-defective cause  Continually documenting the solution approach.  Testing the solution  Searching for errors  Checking the Customizing settings  Looking for the fault  Analyzing the Incident’s  Discussing the problem with End User  Reproducing and isolating the Incident  Deciding if the Incident is due to a defective or a non-defective cause  Continually documenting the solution approach.  Testing the solution  SAP Collaboration – ATOS send the incident to SAP Active Global Support.  Accepting the Incident  Translating: Incidents  Completing the problem description  Checking priority of Incidents  Assigning Incident record to a specific “product component”  Ensuring working remote connection to SAP Solution Manager  Searching for available Technical Notes  Searching for previous customer Incidents that reported a similar/identical issue  Splitting up Incidents that describe more than one problem  Adding attachments  Accepting the Incident  Translating: Incidents  Completing the problem description  Checking priority of Incidents  Assigning Incident record to a specific “product component”  Ensuring working remote connection to SAP Solution Manager  Searching for available Technical Notes  Searching for previous customer Incidents that reported a similar/identical issue  Splitting up Incidents that describe more than one problem  Adding attachments

18 Support operations, procedures and methodologies Methodologies Service delivery management Incident management Restore a failed (or failing) service as quickly as possible and minimize disruption of the service. Problem management Prevention of the re-occurrence of incident by eliminating their root cause. Change management The main objective of change management process is to manage changes with minimum disruption, risk and complexity.

19 Support operations, procedures and methodologies Availability, contacts and KPI  KPI - Response Times and Maximum Processing Times  Methods of communication  Remote connection  SAP Network   Phone  Availability of services  Regular business hours 09:00 – 18:00 CET  Beyond regular business hours On call support is organized outside of regular business hours. All received calls on support hotline will be forwarded to a dedicate mobile number. For arisen incident with high priority ATOS ensure appropriate settings of Help desk in SAP Solution Manager Enterprise Edition for instantly submitting to SAP.  Contacts  Support Hotline Number  Address  Support Website are/our- customers/provisionofsupportservices.h tml

20 Details

21 Support standards enable you to efficiently implement and operate high quality SAP solutions for your customers Standards for Implementation and Operations Overview What you get: ASAP methodology supports cost effective and speedy implementations Run SAP optimizes the ongoing management of end-to-end solution operations How you benefit: End-to-end support standards and best-practices simplify and guide you during implementation and management of end-to-end solution operations for SAP solutions Streamline projects and achieve lower total cost of implementation – from evaluation to post project solution management and operations Reduced total cost of operation due to better management of end-to-end operations Direct access: ASAP and Run SAP ASAP Run SAP Reduce cost of operation Minimize time to implement

22 What you get: 24 x 7 production down support and root cause analysis for quickly finding the cause of a problem How you benefit: Get customers’ business back running with the highest priority and attention from SAP Fast issue resolution through service level agreement Reducing unplanned downtimes - thus optimizing business results Direct access: Mission Critical Support Mission Critical Support Mission Critical Support Overview Customers’ business will be protected proactively in a best possible manner 24 x 7 and backed up by SAP, where necessary Fast issue resolution Reduce unplanned downtime

23 What you get: A portfolio of 15+ technical quality checks (TQCs) help to handle top-issues or to de- escalate critical situations during implementation, operations and innovation of the customers’ SAP solution How you benefit: Cut down on time and budget for implementation and innovation Improve system performance, availability, stability, and data consistency Quality checks to avoid critical situations in the future – active risk mitigation Direct access: SAP PartnerEdge -> TQC Information LibraryPartnerEdge Remote Services Overview Technical quality checks are remote services which help to reduce the customers’ technical risk and outline optimization potential Increase IT effectiveness Decrease project risks

24 Remote Services Portfolio Overview Details Technical Quality Checks TQC PlanningTQC SAP EarlyWatch CheckTQC for Upgrade TQC for ImplementationTQC SAP OS/DB Migration CheckTQC SAP Upgrade Assessment TQC SAP Going Live Support TQC Business Process Analysis & Monitoring TQC EHP Installation Check TQC Integration ValidationTQC SAP Security Optimization CheckTQC SAP Downtime Assessment TQC Technical Performance Optimization Business Function Prediction TQC Solution Transition Assessment TQC Transport Execution Analysis TQC Business Process Performance Optimization TQC Data Volume Management InnovateOperateImplement

25 Remote Services for Customers Implement better Details Technical Quality Checks IMPLEMENTIMPLEMENT ServiceDescription TQC Planning The service provides guidance for technical risk evaluation of customer projects TQC for Implementation Helps to improve the performance of a customer’s core business processes and main interfaces Scheduling should take place 2 months before the go-live date TQC SAP Going Live Support Supports the customer during critical GoLive phases during implementation projects or upgrade projects to support a smooth start of productive operation TQC Integration Validation Performs an end-to-end analysis of a core business process and a critical interface with focus on performance and stability deliverables

26 Remote Services for Customers Operate better Details Technical Quality Checks OPERATEOPERATE ServiceDescription TQC Business Process Performance Optimization Analyzes and improves the response times and resource consumptions of individual core business process steps TQC Technical Performance Optimization Focuses on improving the overall system performance and increasing the efficiency of resource usage by optimizing the database. TQC Data Volume Management Helps to setup and monitor a data volume management strategy that defines how to manage and reduce future data growth and reduce existing database size. TQC SAP Security Optimization Check Verifies and improves the security of the SAP systems of customers TQC SAP EarlyWatch Check Analyzes the components of a SAP solution, operating system and database to support customers in optimizing performance and reducing TCO TQC Business Process Analysis & Monitoring Identifies improvement potential for the customer's core business processes and sets up a business process monitoring example TQC Solution Transition Assessment Provides improvement of the system operations of a productive SAP system, as well as risk reduction for any transition event. Transparency of the customer’s challenges is achieved by analyzing the production system in regards to SAP support standards for solution operation. TQC SAP OS/DB Migration Check Manages the risk involved in a migration. The result is that the customer’s system is prepared for a smooth migration – ending with high availability and high performance of the new operating system and/or database.

27 Remote Services for Customers Innovate better Details Technical Quality Checks INNOVATEINNOVATE ServiceDescription TQC Transport Execution Analysis Analyzes and improves the software change management procedures of the customer. TQC SAP Upgrade Assessment Detects critical, technical issues based on defined KPI’s which might endanger an upgrade project TQC EHP Installation Check Supports installation planning of an enhancement package for ERP. Similar to an upgrade assessment, key focus areas are investigated against, for example, compatibility, change management, data conversion, continuity of the operation. TQC for Upgrade Supports by ensuring that the SAP solution continues to operate efficiently after an upgrade in the new software environment by taking action proactively before technical problems can occur. TQC SAP Downtime Assessment Determines the phases of an upgrade that can be optimized in order to reduce the technical downtime. Therefore, more time is available for post upgrade activities. TQC Going Live Support Supports the customer with critical GoLive phases during implementation projects or upgrade projects to ensure a smooth start of productive operations. Business Function Prediction Tailored recommendation of relevant enhancement package functionality adding value to customer’s existing SAP ERP system (more information:

28 What you get: Central monitoring and alerting infrastructure and change control management How you benefit: SAP Enterprise Support allows SAP Solution Manager usage for full application lifecycle management of the customer solution Reduced risk and lowered TCO through standardized and integrated application lifecycle management according to IT Infrastructure Library (ITIL) Direct access: SAP Solution Manager SAP Solution Manager SAP Solution Manager Overview SAP Solution Manager is the application lifecycle management platform that provides integrated content, tools, and methodologies Lower total cost of operations Increase transparency

29 SAP Solution Manager in a Nutshell 12 work centers support you throughout the ALM lifecycle SAP Solution Manager Landscape Transformation Upgrade Management Maintenance Management Business Process Operations Technical Operations Solution Documentation Solution Implementation Template Management Test Management Change Control Management IT Service Management SAP Solution Manager addresses the entire IT environment Including all the processes, tools, services, and an organizational model to manage SAP and non-SAP solutions throughout the complete application lifecycle. Details Key Functionality

30 SAP Solution Manager Extended usage rights Details Extended usage rights Extended usage rights: Significant extension of usage rights for SAP Solution Manager: Manage your complete customer solution! Openness to third-party management tools Ongoing significant application lifecycle management innovations: For example with upcoming SAP Solution Manager 7.10 release Example of the Impact:

31 Appendix

32 Deliverable For An Indirect Customer (1/2) SAP Standard Support vs. SAP Enterprise Support DeliverablesSAP Standard Support SAP Enterprise SupportBenefits of SAP Enterprise Support Service Level Agreement (SLA) Not Applicable SLA based delivery (leverages SLA SAP<>Partner) Fast help when you need it most  end-to-end (customer – partner SAP) Escalation interface Not Applicable Red Light Post Processing (after TQC delivery) Message Processing Standard processes and procedures 7x24 Production Down Support including root cause analysis for Priority 1 messages (“Very High” incl. GoLive showstopper and production down) in addition to Service Level Agreement (SLA) Highest attention when you need it most Involvement of a separate team to ensure highest attention to get customer business back running as quick as possible Infrastructure for collaboration Access to SAP xSearch and SAP Notes Database Access to SAP Service Marketplace (key user only) and SAP Developer Network (SDN) SAP Solution Manager, enterprise edition (functional baseline) Web enabled access to Service Desk at VAR Access to SAP xSearch and SAP Notes Database Access to SAP Service Marketplace (key user only) and SAP Developer Network (SDN) SAP Solution Manager (Application Lifecycle Management for entire customer solution)  onsite at customer, or as an option  web enabled access to Service Desk at VAR End-to-end support infrastructure which is unique in the software industry Full access to SAP Solution Manager and to upcoming innovations – Advanced tools for diagnostics, integration testing, and monitoring available!

33 Deliverable For An Indirect Customer (2/2) SAP Standard Support vs. SAP Enterprise Support DeliverablesSAP Standard SupportSAP Enterprise SupportBenefits of SAP Enterprise Support Remote Services (Quality Checks) Remote Services limited to SAP EarlyWatch Alert (**) SAP GoingLive Check & SAP GoingLive Functional Upgrade Check SAP OS/DB Migration Check Technical Quality Checks (TQCs)* Choice of one of the following services, per production system per year SAP EarlyWatch Alert (**) TQC for Implementation TQC GoingLive for Upgrade TQC OS/DB Migration Check Follow-up to critical EWA or Top Issue TQC Planning TQC SAP EarlyWatch Check TQC Going Live Support TQC Business Process Performance Optimization TQC Integration Validation TQC Data Volume Management TQC Business Process Analysis and Monitoring TQC Security Optimization TQC Technical Perf. Optimization Database TQC Solution Transition Assessment TQC Transport Execution Analysis TQC Upgrade Assessment TQC EHP Installation Check TQC Downtime Assessment Cut down on time and budget for implementation Improve system performance, availability, stability and data consistency Comprehensive set of technical quality checks available Quality checks to avoid critical situations in the future – active risk mitigation Operation Standards, Guidelines and Methodology Content and supplementary tools designed to help increase efficiency, which may include implementation methodologies and standard procedures, an Implementation Guide (IMG), Business Configuration (BC) Sets Run SAP to establish end-to-end solution operations SAP standards for solution operations (17 standards available) available on Service Marketplace and SAP Solution Manager Configuration guidelines, content and provision of best practices for SAP system administration and SAP solution operations (extended scope) Cost effective & speedy implementation and standardized operation Standards that allow you to operate on a very cost effective level


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