ApplicationManagement Services(AMS)

EnterpriseApplicationServices

Contents
1. AMS:AnOverview 2. AMS:SupportModels 3. DeliveryOrganization 4. Processes&Tools 5. TransitionMethodology 6. Pricing CapabilityPresentation
ForCustomers

1.AMS:AnOverview
OfferingsonSAP(a) ApplicationManagementServicesacross......
Industries SAPSolutions Geographies

Chemical Pharmaceutical Steel Textile Paper Engineering,Machinery &Components

SAPR/3(Release4.x,ECCx.y) mySAPCRM mySAPSCM mySAPEnterprisePortals mySAPSRM mySAPBusinessIntelligence mySAPPLM mySAPHR mySAPFinancials

India&APAC NorthAmerica Europe

1.AMS:AnOverview
OfferingsonSAP(b) ApplicationManagementServicesacross......
SAPTechnologies OperatingSystems Databases

SAPR/3(Release4.x,ECCversions) mySAPCRM mySAPSCM mySAPEnterprisePortals mySAPSRM mySAPBusinessIntelligence mySAPPLM mySAPHR mySAPFinancials

HPUX IBMAIX IBMLINUX SUNSOLARIS MSWINDOWS2X

Oracle MSSQL IBMDB2

1.AMS:AnOverview
OfferingsonSAP(c) ApplicationManagementServicesinvolving......
FunctionalActivities DevelopmentActivities BasisAdministrationActivities

ScopeofWork usuallyacross moduleslike FI,CO,MM,SD,PP,QM,PMetc. andNewDimensionModules DailyTasks: ResolveIssues acrossvariousSAPModulesfor whichbusinesstransactionsare configured MonthlyTasks: ResolveIssues inPeriodClosing Quarterly Tasks:Resolveissues inQuarterlyReporting AnnualTasks: PeriodEndFiscal YearClosing Resolveissuesrelatedto applicationofpatchesetc. .andmore

ScopeofWorkusuallyinvolves maintenanceofForm,Reports, Interfaces,Components, Enhancement,Interfaceson ABAP&JAVAstack DailyTasks: Resolveissues relatedtotheaboveABAP objectsonSAP MonthlyTasks: Resolving ABAP/4relatedIssuesinPeriod Closing QuarterlyTasks: Resolving ABAP/4relatedIssuesin QuarterlyReporting AnnualTasks: Resolving ABAP/4relatedIssuesinPeriod Closing FYend ResolvingIssuesrelatedto applicationofSupport Packages andmore

ScopeofWorkusuallyinvolves system&servicesmonitoring& issueresolutionacrosssystems inCustomerSystemLandscape DailyTasks: Monitorwork processes&resolveissues relatedtolocks,failedupdates, backups,performance, transportrequestsetc. WeeklyTasks: MonitoringDB growth,weeklybackupsetc. MonthlyTasks: Plot&Analyze DBGrowth,Filesystemuse, etc. QuarterlyTasks: .. AnnualTasks: .. SpecialTasks: andmore

1.AMS:AnOverview
OfferingsonSAP(d) ApplicationManagementServicesinvolving......
LimitedConfiguration Support ConfigurationSupportfor BusinessChanges YearEndClosingSupport

ScopeofWork usually includesconfiguration supportlimitedtoascope previouslydefinedinthe StatementofWork

.andmore

ScopeofWork usually ConfigurationSupport requiredduetochangein businessprocesses Thisdoesntcoverthe changesduetoadditions/ changesintheorganizational units .andmore

ScopeofWork usually includessupportingthe customerinactivitiesrelated toFiscalYearClosing;like numberrangesreset, moduleslikeetc.andNew DimensionModules AnnualTasks: PeriodEnd FiscalYear .andmore

AuditSupport

SolutionManagerSupport

TechnicalSystemAudit
ScopeofWork usuallyacross moduleslike FI,CO,MM,SD,PP,QM,PMetc. andNewDimension Modules .andmore

ScopeofWork usuallyacross moduleslike FI,CO,MM,SD,PP,QM,PMetc. andNewDimension Modules .andmore

ScopeofWork usuallyacross moduleslike FI,CO,MM,SD,PP,QM,PMetc. andNewDimension Modules .andmore

2.AMS:SupportModels
PlatinumSupport(a)

SalientFeatures
MinimumContractDuration: 3years OfferingType: Customized SupportMode: onsite/offshore/both SupportTool: SolutionManager Pricing: Dependson NumberofSupportHours ScopeofFunctional&Technical Support Interfacestobemanaged ExtentofCustomization ServiceWindows/Timezonesof Support SAPSystemLandscape

Services
Engagement Manager FunctionalSupportActivities FunctionalSupportActivities DevelopmentSupportActivities DevelopmentSupportActivities BasisAdministrationActivities BasisAdministrationActivities ConfigurationSupportforBusiness ConfigurationSupportforBusiness Changes Changes YearEndClosingSupport YearEndClosingSupport AuditSupport(limited) AuditSupport(limited) SolutionManagerSupport SolutionManagerSupport TechnicalSystemAudit TechnicalSystemAudit
SinglePointofContactfor theCustomer Managestherelationship betweenCustomer& Castaliaz AccessibletotheCustomer 24x7x365 ConductsPeriodicReview MeetingswithCustomer& Castalizteams Internallyreportstothe DeliveryDirector Responsiblealongwiththe ProjectManagerforall issuesoftheproject Responsiblealongwiththe DeliveryDirectorforthe commercials

2.AMS:SupportModels
GoldSupport(b)

SalientFeatures
MinimumContractDuration: 1year OfferingType: Customized SupportMode: Eitheronsiteoroffshore orboth SupportTool: SolutionManager Pricing: Dependson NumberofSupportHours ScopeofFunctional&Technical Support Interfacestobemanaged ExtentofCustomization ServiceWindows/Timezonesof Support SAPServerLandscape

Services

FunctionalSupportActivities FunctionalSupportActivities DevelopmentSupportActivities DevelopmentSupportActivities BasisAdministrationActivities BasisAdministrationActivities LimitedConfigurationSupport LimitedConfigurationSupport SolutionManagerSupport SolutionManagerSupport

2.AMS:SupportModels
SilverSupport(c)

SalientFeatures
MinimumContractDuration: 1year OfferingType: Customized SupportMode: Eitheronsiteoroffshore orboth SupportTool: SolutionManager Pricing: Dependson NumberofSupportHours ScopeofFunctional&Technical Support Interfacestobemanaged ExtentofCustomization ServiceWindows/Timezonesof Support SAPServerLandscape

Services

FunctionalSupportActivities FunctionalSupportActivities DevelopmentSupportActivities DevelopmentSupportActivities BasisAdministrationActivities BasisAdministrationActivities LimitedConfigurationSupport LimitedConfigurationSupport

2.AMS:SupportModels
TicketbasedSupport(d)

SalientFeatures
MinimumContractDuration: 1year OfferingType: Customized SupportMode: Offshore SupportTool: SolutionManager Pricing: Dependson NumberofSupportHours ScopeofFunctional&Technical Support Interfacestobemanaged ExtentofCustomization ServiceWindows/Timezonesof Support SAPServerLandscape

Services

FunctionalSupportActivities FunctionalSupportActivities DevelopmentSupportActivities DevelopmentSupportActivities BasisAdministrationActivities BasisAdministrationActivities LimitedConfigurationSupport LimitedConfigurationSupport

3.DeliveryOrganization
DeliveryFramework CastalizProgramManagementOffice
DeliveryDirector ProgramManagers QAManagers
Project Mgmt. Procedures Quality Processes

Reusable Assets

OnsiteDelivery
Customer
Customer Engagement Manager Customer ProcessOwners Customer EndUsers

OffshoreDelivery
DeliveryManagementTools
SAPSolutionManager,Proprietary IssueTracking&BillingSystem

Castaliz (BackOffice)
DeliveryManager QAManager

Castaliaz
Delivery Manager DeliveryTeam

StatusReporting
DailyReviewSession ,WeeklyStatusReport MonthlyStatusReport MilestoneDeliveryReport ExceptionReport DeliveryTeam

Activities
IssueTicketAcknowledgement,Allocation, Analysis,EffortEstimates&Feedback,Prepare relatedBusinessProcessProcedures, ConfigurationonSAPSystems,PrepareTesting Scenarios&Scripts,UserManuals,relatedData Migration,UserFeedback,CorrectiveActions, Documentation,IssueClosure

Activities
IssueTicketAcknowledgement,Allocation, Analysis,EffortEstimates&Feedback,Prepare relatedBusinessProcessProcedures, ConfigurationonSAPSystems,PrepareTesting Scenarios&Scripts,UserManuals,relatedData Migration,UserFeedback,CorrectiveActions, Documentation,IssueClosure

CommunicationTools
SKYPEAudioConferencing&Video Calls,PeriodicVisits EMail

4.Processes&Tools
AnIllustration:IssueResolutionProcess
IssueResolutionPhases
SupportTicket Management
SupportTicket Creationby Customer Ticket Acknowledgement TicketAllocation toConsultant TicketAnalysis, Queries& feedback Issue/Process Documentation SignoffIssue Documentation EffortEstimates& Feedback

Realization

Testing& Transport
PrepareTest Scenario&Scripts PerformUnit& IntegrationTesting RecordTestResults &Providefeedback Rectifydefects/ Incorporate feedback ReTesting TestingSignoff TransportfromTest Environmentto Quality PerformTestingas above ConfirmResults Transferto Production

Training

Closure

Design Documentation PrepareFunctional Specs&Technical Specs Perform Configurationon system Developmenton system Prepare Configuration Document

PrepareTraining Manual TrainEndUsers ProvideTraining Evaluation& Feedback Retrain,ifrequired TrainingSignoff

Issueresolution PrepareClosure Documentation EnsureIssue Closure TicketSignoff CloseTicket

Customer Castaliaz

: :

4.Processes&Tools
ServiceLevelManagement ApplicationManagementServices
Aproactivemethodologywith Aproactivemethodologywith procedurestogoverntheDelivery procedurestogoverntheDelivery Managementandensuringthat Managementandensuringthat adequatelevelsofServiceagreedwith adequatelevelsofServiceagreedwith theCustomeraremetwhileproviding theCustomeraremetwhileproviding AMS AMS

Service LevelMgmt

Service Level Definitions

DefiningthequalityofApplication DefiningthequalityofApplication ManagementServicesprovidedtothe ManagementServicesprovidedtothe customer customer

Service Level Reporting

AmeasurementofServiceLevelsof AmeasurementofServiceLevelsof ApplicationManagementServices ApplicationManagementServices providedbyCastaliaz providedbyCastaliaz

ProjectGovernanceStructure, ProjectGovernanceStructure, Roles&Responsibilities& Roles&Responsibilities& Workflowintheabovestructure Workflowintheabovestructure QualityExpectationsofthe QualityExpectationsofthe Customer Customer ResponseTimes&Resolution ResponseTimes&Resolution timesagreedwiththecustomer timesagreedwiththecustomer IRTandMPTforcustomer IRTandMPTforcustomer messages,dependingonthe messages,dependingonthe priorityassigned priorityassigned Theproceduretofollowifthe Theproceduretofollowifthe customermessagecannotbe customermessagecannotbe solvedwithintheprescribed solvedwithintheprescribed time time EscalationLevels EscalationLevels ServiceWindows ServiceWindows ResourceDeployment (byskill, ResourceDeployment (byskill, onsite/offshore) onsite/offshore)

SERVICELEVELAGREEMENT SERVICELEVELAGREEMENT

4.Processes&Tools
SolutionManager

SAPSolutionManagerusedin. SAPSolutionManagerusedin.
SAPImplementation/ Rollouts
ImplementationContent ProjectManagement ManagingBusiness Blueprint ProjectPlanning CentralTestCoordination ETraining Customizing Synchronization

SAPUpgrades
UpgradeContent CustomizingSync UpgradeManagement UpgradeBlueprint InfrastructureMgmt CentralTestCoordination ETraining BestPractice Documentation

SolutionDevelopment onSAP
ProjectManagement SDLCProjectPlanning Design InfrastructureMgmt CentralTestCoordination ETraining ChangeRequest Management

Application ManagementServices
AsPrimarySupportDesk Tool SupportTicketMgmt. EarlyWatchAlert& ServiceLevelReporting SystemMonitoring& Administration BusinessProcess& InterfaceMonitoring ChangeRequestMgmt.

ProjectManagementToolforallSAPServiceOfferings ProjectManagementToolforallSAPServiceOfferings CustomerMessageProcessing/StatusTracking CustomerMessageProcessing/StatusTracking SAPServiceMarketPlace/SAPNotes/SAPPatchDownloads SAPServiceMarketPlace/SAPNotes/SAPPatchDownloads

5.TransitionMethodology
DeliveryTransitiontoCastaliaz
DocumentBusinessDrivers &Challenges,Broadlevel BusinessProcessesof customer PrepareSAPLandscape Documentwithinterfaces toexternalsystemand infrastructureoverview

SAPSystemLandscape Assessment&Verification

PrepareSOW,Deliverables, Resourcerequirements, Quality&ServiceLevel requirements

OffshoreFeasibility Analysis,Transition ComplexityAnalysis,Risk assessment

SolutionProposal& Finalization

FinalizeResource& infrastructure requirements;Evaluate EngagementModels IdentifyKnowledge, SourcesofKnowledge& resourcestotransfer knowledgeacrossTAB*

ProposeDeliverymodels,Servicelevelmgmt,Risk mitigationplan,Projectplan,DeliveryManagementTools& software,TransitionPlan,TechRecommendations,Project governance&Processes FinalizeKTDocuments& Castalizresources for knowledgeacquisition

Proposecommercial structure,pricing,contract; negotiationsandfinalize contract TAB* Technology, Application&Business

KnowledgeAcquisition Planning&Preparation

Finalizeinfrastructure, PrepareKnowledge, TransferPlan,Customer Approval AnalyzeServiceLevel MetricsandIdentify ImprovementAreas

KnowledgeAcquisition

Castalizteam understands Technology,Business& ApplicationsofCustomer

Simulateonsite/offshore environment;TestLow priority&lessintensive apps

UpdateSolutionManager

DeliveryTransitionTo Castaliaz

CustomizeQualityManagementSystem;Training& KnowledgeTransfertoOffshore/otherteams;ODCsetup andinitiateoperations,PilotProjectExecution

ServiceLevelMonitoring

MetricsSLAbaseddelivery;TestingApplications; ContinuousImprovementthroughAnalysis,Optimization& Automation PreventiveMaintenance, RootCauseAnalysis,Team rationalization,Service LevelReporting

Onsite Offshore EitherorBoth

: : :

ContinuousProcess Improvement

6.Pricing
VariousModels
SupportModels Onsite Offshore Minimum Duration Pricing Components
OnsiteFixed + OnsiteVariable + OffshoreFixed + OffshoreVariable OnsiteVariable + OffshoreFixed + OffshoreVariable

Platinum

3years

Gold

2years

Silver

1year

OffshoreFixed + OffshoreVariable

Ticketbased

1year

OffshoreVariable (basedoneffort ofalltickets

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Contact ForallInquiries: IvanNoronha Mobile:+919820244162 Email:ivan.noronha@castaliaz.co.in