ApplicationManagement

ApplicationManagement

Services(AMS)
Services(AMS)
EnterpriseApplicationServices
1.

AMS:AnOverview
2.

AMS:SupportModels
3.

DeliveryOrganization
4.

Processes&Tools
5.

TransitionMethodology
6.

Pricing
CapabilityPresentation CapabilityPresentation
ForCustomers
Contents
Industries

Chemical

Pharmaceutical

Steel

Textile

Paper

Engineering,Machinery

&Components
Geographies

India&APAC

NorthAmerica

Europe

SAPR/3(Release4.x,ECCx.y)

mySAPCRM

mySAPSCM

mySAPEnterprisePortals

mySAPSRM

mySAPBusinessIntelligence

mySAPPLM

mySAPHR

mySAPFinancials
SAPSolutions
ApplicationManagementServicesacross......
1.AMS:AnOverview

OfferingsonSAP(a)
OperatingSystems

SAPR/3(Release4.x,ECCversions)

mySAPCRM

mySAPSCM

mySAPEnterprisePortals

mySAPSRM

mySAPBusinessIntelligence

mySAPPLM

mySAPHR

mySAPFinancials
SAPTechnologies
ApplicationManagementServicesacross......
1.AMS:AnOverview

OfferingsonSAP(b)

HPUX

IBMAIX

IBMLINUX

SUNSOLARIS

MSWINDOWS2X
Databases

Oracle

MSSQL

IBMDB2

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
FunctionalActivities
ApplicationManagementServicesinvolving......
1.AMS:AnOverview

OfferingsonSAP(c)

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
DevelopmentActivities BasisAdministrationActivities

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

ScopeofWork

usually

includesconfiguration

supportlimitedtoascope

previouslydefinedinthe

StatementofWork
.andmore
LimitedConfiguration

Support
ApplicationManagementServicesinvolving......
1.AMS:AnOverview

OfferingsonSAP(d)
ConfigurationSupportfor

BusinessChanges

ScopeofWork

usually

ConfigurationSupport

requiredduetochangein

businessprocesses

Thisdoesntcoverthe

changesduetoadditions/

changesintheorganizational

units

.andmore
YearEndClosingSupport

ScopeofWork

usually

includessupportingthe

customerinactivitiesrelated

toFiscalYearClosing;like

numberrangesreset,

moduleslikeetc.andNew

DimensionModules

AnnualTasks:

PeriodEnd

FiscalYear

.andmore

ScopeofWork

usuallyacross

moduleslike

FI,CO,MM,SD,PP,QM,PMetc.

andNewDimension

Modules
.andmore
AuditSupport SolutionManagerSupport

ScopeofWork

usuallyacross

moduleslike

FI,CO,MM,SD,PP,QM,PMetc.

andNewDimension

Modules
.andmore
TechnicalSystemAudit

ScopeofWork

usuallyacross

moduleslike

FI,CO,MM,SD,PP,QM,PMetc.

andNewDimension

Modules
.andmore
2.AMS:SupportModels

PlatinumSupport(a)
FunctionalSupportActivities
FunctionalSupportActivities
DevelopmentSupportActivities
DevelopmentSupportActivities
BasisAdministrationActivities
BasisAdministrationActivities
ConfigurationSupportforBusiness

Changes

ConfigurationSupportforBusiness

Changes
YearEndClosingSupport
YearEndClosingSupport
AuditSupport(limited)
AuditSupport(limited)
SolutionManagerSupport
SolutionManagerSupport
TechnicalSystemAudit
TechnicalSystemAudit
MinimumContractDuration:

3years
OfferingType:

Customized
SupportMode:

onsite/offshore/both
SupportTool:

SolutionManager
Pricing:

Dependson

NumberofSupportHours

ScopeofFunctional&Technical

Support

Interfacestobemanaged

ExtentofCustomization

ServiceWindows/Timezonesof

Support

SAPSystemLandscape
Engagement

Manager

SinglePointofContactfor

theCustomer

Managestherelationship

betweenCustomer&

Castaliaz

AccessibletotheCustomer

24x7x365

ConductsPeriodicReview

MeetingswithCustomer&

Castalizteams

Internallyreportstothe

DeliveryDirector

Responsiblealongwiththe

ProjectManagerforall

issuesoftheproject

Responsiblealongwiththe

DeliveryDirectorforthe

commercials
SalientFeatures Services
2.AMS:SupportModels

GoldSupport(b)
MinimumContractDuration:

1year
OfferingType:

Customized
SupportMode:

Eitheronsiteoroffshore

orboth
SupportTool:

SolutionManager
Pricing:

Dependson

NumberofSupportHours

ScopeofFunctional&Technical

Support

Interfacestobemanaged

ExtentofCustomization

ServiceWindows/Timezonesof

Support

SAPServerLandscape
FunctionalSupportActivities
FunctionalSupportActivities
DevelopmentSupportActivities
DevelopmentSupportActivities
BasisAdministrationActivities
BasisAdministrationActivities
LimitedConfigurationSupport
LimitedConfigurationSupport
SolutionManagerSupport
SolutionManagerSupport
SalientFeatures Services
2.AMS:SupportModels

SilverSupport(c)
MinimumContractDuration:

1year
OfferingType:

Customized
SupportMode:

Eitheronsiteoroffshore

orboth
SupportTool:

SolutionManager
Pricing:

Dependson

NumberofSupportHours

ScopeofFunctional&Technical

Support

Interfacestobemanaged

ExtentofCustomization

ServiceWindows/Timezonesof

Support

SAPServerLandscape
FunctionalSupportActivities
FunctionalSupportActivities
DevelopmentSupportActivities
DevelopmentSupportActivities
BasisAdministrationActivities
BasisAdministrationActivities
LimitedConfigurationSupport
LimitedConfigurationSupport
SalientFeatures Services
2.AMS:SupportModels

TicketbasedSupport(d)
MinimumContractDuration:

1year
OfferingType:

Customized
SupportMode:

Offshore
SupportTool:

SolutionManager
Pricing:

Dependson

NumberofSupportHours

ScopeofFunctional&Technical

Support

Interfacestobemanaged

ExtentofCustomization

ServiceWindows/Timezonesof

Support

SAPServerLandscape
FunctionalSupportActivities
FunctionalSupportActivities
DevelopmentSupportActivities
DevelopmentSupportActivities
BasisAdministrationActivities
BasisAdministrationActivities
LimitedConfigurationSupport
LimitedConfigurationSupport
SalientFeatures Services
CastalizProgramManagementOffice
3.DeliveryOrganization

DeliveryFramework
OnsiteDelivery
Customer
Delivery

Manager
Customer
ProcessOwners
Customer

Engagement

Manager
SKYPEAudioConferencing&Video

Calls,PeriodicVisits
EMail
SAPSolutionManager,Proprietary

IssueTracking&BillingSystem
CommunicationTools
DeliveryManagementTools
OffshoreDelivery
Castaliaz
DeliveryTeam
Activities
IssueTicketAcknowledgement,Allocation,

Analysis,EffortEstimates&Feedback,Prepare

relatedBusinessProcessProcedures,

ConfigurationonSAPSystems,PrepareTesting

Scenarios&Scripts,UserManuals,relatedData

Migration,UserFeedback,CorrectiveActions,

Documentation,IssueClosure
QAManager
Castaliz
(BackOffice)
DeliveryTeam
DailyReviewSession
,WeeklyStatusReport
MonthlyStatusReport
MilestoneDeliveryReport
ExceptionReport
StatusReporting
DeliveryManager
Customer
EndUsers
Activities
IssueTicketAcknowledgement,Allocation,

Analysis,EffortEstimates&Feedback,Prepare

relatedBusinessProcessProcedures,

ConfigurationonSAPSystems,PrepareTesting

Scenarios&Scripts,UserManuals,relatedData

Migration,UserFeedback,CorrectiveActions,

Documentation,IssueClosure
DeliveryDirector ProgramManagers QAManagers
Quality

Processes
Project

Mgmt.

Procedures
Reusable

Assets
4.Processes&Tools

AnIllustration:IssueResolutionProcess
Realization
Testing&

Transport
SupportTicket

Management
Training Closure
IssueResolutionPhases

SupportTicket

Creationby

Customer

Ticket

Acknowledgement

TicketAllocation

toConsultant

TicketAnalysis,

Queries&

feedback

Issue/Process

Documentation

SignoffIssue

Documentation

EffortEstimates&

Feedback

Design

Documentation

PrepareFunctional

Specs&Technical

Specs

Perform

Configurationon

system

Developmenton

system

Prepare

Configuration

Document

PrepareTest

Scenario&Scripts

PerformUnit&

IntegrationTesting

RecordTestResults

&Providefeedback

Rectifydefects/

Incorporate

feedback

ReTesting

TestingSignoff

TransportfromTest

Environmentto

Quality

PerformTestingas

above

ConfirmResults

Transferto

Production

PrepareTraining

Manual

TrainEndUsers

ProvideTraining

Evaluation&

Feedback

Retrain,ifrequired

TrainingSignoff

Issueresolution

PrepareClosure

Documentation

EnsureIssue

Closure

TicketSignoff

CloseTicket
Customer

:
Castaliaz

:
Aproactivemethodologywith

procedurestogoverntheDelivery

Managementandensuringthat

adequatelevelsofServiceagreedwith

theCustomeraremetwhileproviding

AMS

Aproactivemethodologywith

procedurestogoverntheDelivery

Managementandensuringthat

adequatelevelsofServiceagreedwith

theCustomeraremetwhileproviding

AMS
4.Processes&Tools

ServiceLevelManagement

ApplicationManagementServices
Service

LevelMgmt
SERVICELEVELAGREEMENT

ProjectGovernanceStructure,

Roles&Responsibilities&

Workflowintheabovestructure

QualityExpectationsofthe

Customer

ResponseTimes&Resolution

timesagreedwiththecustomer

IRTandMPTforcustomer

messages,dependingonthe

priorityassigned

Theproceduretofollowifthe

customermessagecannotbe

solvedwithintheprescribed

time

EscalationLevels

ServiceWindows

ResourceDeployment (byskill,

onsite/offshore)

SERVICELEVELAGREEMENT

ProjectGovernanceStructure,

Roles&Responsibilities&

Workflowintheabovestructure

QualityExpectationsofthe

Customer

ResponseTimes&Resolution

timesagreedwiththecustomer

IRTandMPTforcustomer

messages,dependingonthe

priorityassigned

Theproceduretofollowifthe

customermessagecannotbe

solvedwithintheprescribed

time

EscalationLevels

ServiceWindows

ResourceDeployment (byskill,

onsite/offshore)
DefiningthequalityofApplication

ManagementServicesprovidedtothe

customer

DefiningthequalityofApplication

ManagementServicesprovidedtothe

customer
AmeasurementofServiceLevelsof

ApplicationManagementServices

providedbyCastaliaz

AmeasurementofServiceLevelsof

ApplicationManagementServices

providedbyCastaliaz
Service

Level

Definitions
Service

Level

Reporting
CustomerMessageProcessing/StatusTracking
CustomerMessageProcessing/StatusTracking
SAPServiceMarketPlace/SAPNotes/SAPPatchDownloads
SAPServiceMarketPlace/SAPNotes/SAPPatchDownloads
ProjectManagementToolforallSAPServiceOfferings
ProjectManagementToolforallSAPServiceOfferings
ImplementationContent
ProjectManagement
ManagingBusiness

Blueprint
ProjectPlanning
CentralTestCoordination
ETraining
Customizing

Synchronization
SAPImplementation/

Rollouts
UpgradeContent
CustomizingSync
UpgradeManagement
UpgradeBlueprint
InfrastructureMgmt
CentralTestCoordination
ETraining
BestPractice

Documentation
SAPUpgrades
ProjectManagement
SDLCProjectPlanning
Design
InfrastructureMgmt
CentralTestCoordination
ETraining
ChangeRequest

Management

SolutionDevelopment

onSAP
AsPrimarySupportDesk

Tool
SupportTicketMgmt.
EarlyWatchAlert&

ServiceLevelReporting
SystemMonitoring&

Administration
BusinessProcess&

InterfaceMonitoring
ChangeRequestMgmt.
Application

ManagementServices
SAPSolutionManagerusedin.
SAPSolutionManagerusedin.
4.Processes&Tools

SolutionManager
SAPSystemLandscape

Assessment&Verification
SolutionProposal&

Finalization
KnowledgeAcquisition

Planning&Preparation
KnowledgeAcquisition
DeliveryTransitionTo

Castaliaz
ServiceLevelMonitoring
ContinuousProcess

Improvement
Onsite

:
Offshore

:
EitherorBoth

:
FinalizeResource&

infrastructure

requirements;Evaluate

EngagementModels
ProposeDeliverymodels,Servicelevelmgmt,Risk

mitigationplan,Projectplan,DeliveryManagementTools&

software,TransitionPlan,TechRecommendations,Project

governance&Processes
Proposecommercial

structure,pricing,contract;

negotiationsandfinalize

contract

IdentifyKnowledge,

SourcesofKnowledge&

resourcestotransfer

knowledgeacrossTAB*
FinalizeKTDocuments&

Castalizresources

for

knowledgeacquisition
Finalizeinfrastructure,

PrepareKnowledge,

TransferPlan,Customer

Approval
TAB*

Technology,

Application&Business

Castalizteam

understands

Technology,Business&

ApplicationsofCustomer
Simulateonsite/offshore

environment;TestLow

priority&lessintensive

apps
AnalyzeServiceLevel

MetricsandIdentify

ImprovementAreas
UpdateSolutionManager

DocumentBusinessDrivers

&Challenges,Broadlevel

BusinessProcessesof

customer
PrepareSAPLandscape

Documentwithinterfaces

toexternalsystemand

infrastructureoverview
PrepareSOW,Deliverables,

Resourcerequirements,

Quality&ServiceLevel

requirements
OffshoreFeasibility

Analysis,Transition

ComplexityAnalysis,Risk

assessment

CustomizeQualityManagementSystem;Training&

KnowledgeTransfertoOffshore/otherteams;ODCsetup

andinitiateoperations,PilotProjectExecution

MetricsSLAbaseddelivery;TestingApplications;

ContinuousImprovementthroughAnalysis,Optimization&

Automation

PreventiveMaintenance,

RootCauseAnalysis,Team

rationalization,Service

LevelReporting

5.TransitionMethodology

DeliveryTransitiontoCastaliaz
6.Pricing

VariousModels
SupportModels Onsite Offshore
Pricing

Components
Minimum

Duration
Platinum
Gold
Silver
Ticketbased
3years
OnsiteFixed
+
OnsiteVariable
+
OffshoreFixed
+
OffshoreVariable
2years
OnsiteVariable
+
OffshoreFixed
+
OffshoreVariable
1year
OffshoreFixed
+
OffshoreVariable
1year
OffshoreVariable

(basedoneffort

ofalltickets
Welookforwarddoingbusinesswithyouand
Inspire your business!
Contact

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