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

6. Implement Better Complete the project on time, within budget and limit risk
Get ready for your project...
... move on with the help of experts...
... and have a successful go-live!
Requirements
Design
Build & Test
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
Technical Quality Checks and Tools
Standardized risk evaluation
Analysis and verification of sizing and system configuration
Avoidance of unnecessary modifications
Support and Maintenance Services
Service level agreement
Help desk - large skills and experience to assist
Test management and change management through SAP Solution Manager
SAP Enterprise Support helps customers to implement better!

7. Implement Better Smooth implementations through SAP Enterprise Support
The Case
Implementation project
Introduction of SAP Extended Warehouse Management (EWM)
Extension of FI, CO
Introduction of HCM
Roll-out into other countries
PARTNER
Documentation of Solution
Project mgmt.
Service Desk
Test mgmt.
Run SAP
Change mgmt.
New SAP solution
Service Level Agreement
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
Service Desk
SAP GoingLive Check
CUSTOMER
End-to-end support infrastructure
Clear Value With SAP Enterprise Support
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

8. Operate Better Stability, Security and Performance of the IT landscape
Efficiently manage your SAP solution...
... enhance stability and process performance...
... save time and money for future innovation!
Optimize
Operate
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
Technical Quality Checks
Business process analysis and monitoring
System performance improvements
Security improvements
Data volume management
Support and Maintenance Services
Service level agreement
Help desk- large skills and experience to assist
Problem resolving
SAP Enterprise Support helps customers to operate better!

9. Operate Better Case Study Business continuity through SAP Enterprise Support
The Case Small Transportation Company
High priority problem cases
SAP logistic solution stand-still
PARTNER
Root Cause Analysis
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)
Service Desk
SAP Solution Manager
CUSTOMER
End-to-end support infrastructure
Clear Value With 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

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

11. Innovate Better Case Study Quick innovation through SAP Enterprise Support
The Case Consumer Products Company
In need of improving sales order entry processes – instantly!
PARTNER
Test mgmt.
Change mgmt.
TQC’s
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
Service Desk
SAP Solution Manager
CUSTOMER
End-to-end support infrastructure
Clear Value With 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

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

14. ATOS Competencies and Capabilities
ATOS in Bulgaria
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 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. Support operations, procedures and methodologies
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.
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
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
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.

18. Support operations, procedures and 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
Contacts
Support Hotline Number
Address
Support Website
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.
KPI - Response Times and Maximum Processing Times
Priority of incident
Agreed Initial Response Time
Agreed Maximum Processing Time
1 = very high
2 working hours
1 working day
2 = high
4 working hours
2 working days
3 = medium
8 working hours
4 working days
4 = low
16 working hours
8 working days

20. Details

21. Standards for Implementation and Operations Overview
Support standards enable you to efficiently implement and operate high quality SAP solutions for your customers
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
Reduce cost of operation
Minimize
time to implement

22. 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
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
Fast issue resolution
Reduce
unplanned downtime

23. Remote Services Overview
Technical quality checks are remote services which help to reduce the customers’ technical risk and outline optimization potential
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 Library
Increase IT effectiveness
Decrease
project risks

24. Remote Services Portfolio Overview
Details
Technical Quality Checks
Implement
Operate
Innovate
TQC Planning
TQC SAP EarlyWatch Check
TQC for Upgrade
TQC for Implementation
TQC SAP OS/DB Migration Check
TQC SAP Upgrade Assessment
TQC SAP Going Live Support
TQC Business Process Analysis & Monitoring
TQC EHP Installation Check
TQC Integration Validation
TQC SAP Security Optimization Check
TQC 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

25. Remote Services for Customers Implement better
Details
Technical Quality Checks
I M P L E M E N T
Service
Description
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
O P E R A T E
Service
Description
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
I N N O V A T E
Service
Description
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. SAP Solution Manager Overview
SAP Solution Manager is the application lifecycle management platform that provides integrated content, tools, and methodologies
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
Lower total cost of operations
Increase
transparency

29. SAP Solution Manager in a Nutshell 12 work centers support you throughout the ALM lifecycle
Details
Key Functionality
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.
Solution Documentation
Solution Implementation
Template Management
Test Management
Change Control Management
IT Service Management
Landscape Transformation
Upgrade Management
Maintenance Management
Business Process Operations
Technical Operations
Require- ments
Optimize
Design
ITIL
Operate
SAP Solution Manager
Build & Test
Deploy

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
Deliverable For An Indirect Customer (1/2) SAP Standard Support vs. SAP Enterprise Support
Deliverables
SAP Standard Support
SAP Enterprise Support
Benefits 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
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
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
Deliverable For An Indirect Customer (2/2) SAP Standard Support vs. SAP Enterprise Support
Deliverables
SAP Standard Support
SAP Enterprise Support
Benefits 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
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