AMS Service

LUPUS CONSULTING

2020

2

▪ Rich SAP Consulting experience with SAP Core Modules and strong manufacturing and retail skills

▪ One partner supporting your SAP application and related interfaces

▪ Extended support for outsourcing housekeeping activities beyond SAP products

▪ 100+ AMS workforce in EU with a Global reach

▪ Strong and experienced Leadership Team

▪ Strong Delivery Center with 10+ years experience

▪ World Class Application Support Center

▪ AMS, Service Desk even 24x7 in English & German

FULL SAP APPLICATION MANAGEMENT OUTSOURCING SERVICES

Lupus Consulting AMS Service

Our Capabilities

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Our Application Management Services Portfolio

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Solutions Technology

Functional Expertise

SAPCoE

• Enterprise Solutions – SAP ECC6.0<

• Form Factory

• EDI platforms

• ITSM

• ABAP, J2EE, .NET

• Fiori, UI5

• Forms

• PO / PI

• BASIS

• Data Integration

• BI / BW/ BO/ BW on HANA

• MS Power BI, EDI, BAPI, ALE, IDoc

• Financials

• Sales & Distribution

• Material Mgmt.

• Production Planning

• BI (BW/BO/ Power BI)

• Human Resources

• Customer Relationship

• Supply Chain

• Supplier Relationship

• Product Lifecycle

• Consulting

• Implementation

• Rollout

• AMS: Maintenance & Support

• Custom Development

• Testing & Upgrade

• Integration

Industries

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FOLLOW THE SUN & SMART SHORE

Flexible delivery - onsite, nearshore and offshore

Global Service locations for AMS

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CET time zone APAC time zoneAmerica time zone

No stress of time zone,

communication and language

Strong country specific

knowledge Best cultural fit

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Team size – Geographical Profile

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Lupus Consulting & its alliance partner ABeam Consulting are rooted in business consulting and implementation projects. Our team has SAP-certified consultants all over the world. Our experts actively provide SAP consulting services to support our clients’ globalization.

Approximately 4,200 professionals in 29 office locations provide consulting

services to meet the needs of businesses in Europe, Americas and Asia.

North America

(350)

SouthAmerica

(150)

EU(220)

Indonesia

Malaysia

Thailand

China Korea

Taiwan

Singapore

Asia(1030)

Japan(2,600)

• LOW fluctuating locations preserve knowledge

• Follow-the-SUNmethodology applied for support services

• Onsite service ensured in EMEA and North America

• Dedicated Thought Leaders ensure clients’ business improvements

• Language capabilities in English, German, French, Polish, Hungarian, Japanese, Chinese, etc.

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AMS model at a glance

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Clie

nt

Go

vern

ance

Mo

del

AMS ORGANISATION

Key Account Manager

Client communication/ commercials

Thought Leader (L3)

Guiding the delivery unit / Client communication/ Product Development

6

5

AMS Team

Consultant Developer

Service Desk – Level 1 (SPOC)

(Receive, categorise, record tickets, dispatch after preliminary checks)

1

Service Level Agreement

Service Management(manage service according to SLA)

Service Delivery Manager (SDM)

AMS Resourcing AMS ProcessesAMS Contract

Mgmt.Service Level

Reporting

Analysing

Configuring / Customizing

Programming / Testing

Product Development

73

2

4

1

Where all iterations are captured and tracked in the ticketing system between the client and Lupus Service Desk.

82

Resolution fulfilled by the delivery team which consists of consultants and developers.

3Ensure version consistency in case the provided solution needs to be modified. Input for enhancements.

4Thought Leader involved in major issues and requests. Ensures the best fit solution.

5Business alignment and strategic planning.

6Runs the governance meetings and commercial topics.

7Ensure business requests driven by product development.

8Service Delivery Manager ensures the seamless operation of AMS model.

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Service Level Agreement

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IncidentThe goal is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, at a cost-effective price, through solution or workaround, thus ensuring that levels of service quality and availability are within agreed limits.

Service RequestA request from a user for information or advice or for a standard change or for access to an IT service or a demand. Example: Resetting a password or providing standard IT services for a new user.

ProblemThe goal of problem management is to minimise both the number and severity of incidents and potential problems to the business/organisation. By providing a permanent solution.

Cla

ssif

icat

ion

Service Level MeasurementsPriority Levels

Urgent Normal Low

1 hour

continuous 5 work days 7 work days

4 hours

4 hours

7 work days5 work dayscontinuous

1 hour

n/a n/a n/a

Measurments

Initial Response(Service Desk)

Resolution Time (net time of the service

provider)

Initial Response(Service Desk)

Resolution Time(net time of the service

provider)

Initial Response(Service Desk)

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SLA applies on production

environment onlyTickets treated even without

proper meaningful information

Priority definitions and minimum

information are industry and client

specific

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Current practices for customers based on practiced for customers

Performance Measurement enabled through KPIs

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• # open and # closed calls in period

• Average lifetime of a call by module

• Number and rate of major incidents

• Average elapsed time to achieve resolution or circumvention, broken down by impact code

• Percentage of calls handled within agreed response time

KPI FOR INCIDENT

• The average cost per type of Change

Request

• Deviation from original timely estimate

KPI FOR CHANGE REQUEST

• Average cost per type of Service Request

• Level of client satisfaction with the handling of Service Requests (CSS)

KPI FOR SERVICE REQUEST

• Total number of problems recorded in the period (as a control measure)

• Percentage of major Problem Reviews successfully performed

• Number of Known Errors added to the KEDB (known errors database)

KPI FOR PROBLEM MANAGEMENT

• Number of solved calls within a certain period and reported working hours on calls

• Number of backlog by age group by support member

INDIVIDUAL PERFORMANCE

• Flexibility rating - how new business

needs or changes in scope are being

addressed and performed (e.g. how long

does it take to reach the expected service

level)

EXAMPLE FOR “SOFT” KPI

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Commercial model – approach

Stand-by service

COSTING ELEMENTS CONSIDERED IN PRICING

Service Desk and/or Consultantand Developer.

AvailabilityIn or out of core working hours: 9am-5pm. A shift based approach is possible.

SLAFor example: strict and tight SLA leads to higher resource need.

Committed workforce

Resources assigned to clients need. On-call employee to a permanent team is possible.

Maturity level

Various expertise in organization processes and in Atlassian tools.

Task packages

Fixed fee for well defined sets of activities such as monitoring.

Required Admin

Level of documentation and processes to follow.

▪ We advise our clients to find the most efficient solution out the various service components and adapt the commercial model to the client´s needs

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Commercial models tailored to client needs

Example: Commercial model

APPROACHES

OPTIONS

Annual budget set with monthly fee including service desk and consultant utilization rate per year

1

Monthly fee including service desk and a predicted consultant utilization rate for a month

Monthly fee only including the service desk

No monthly fee

2

3

4

SOURCING SLA PRICE

Dedicated resources

SLA is client specific

Client specific, volume driven

Shared resources

Lupus AMS standard(SLA guaranteed up to 125% of consultant hours)

Apply AMS standard rate

Shared resources

SLA for response only

Higher rate

Shared resources

No SLA, on best effort

Higher rate

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INPUT DOCUMENT CASE

Coding and Data Handling Standard Specific coding standard to be followed, data handling rules (GDPR)

Templates Adopted by Lupus

ProcessesCustomer specific processes, such as call initiation, minimum input data for issue handling; Fire Fighter user, etc.

Customer Organisation Peers and responsibilities

Service Hours Time schedule of service

Service Level Agreement (SLA) Service by response time and optionally resolution time

Communication Communication rules: content, type and frequency

Reporting / Alerting Reporting definition: ad-hoc / regular

3rd party vendor cooperation Clarify cooperation with other vendors

Tools in use Products in use and clarify needed licences

Understanding clients´working environment

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Based on the above given information we ensure that customer specifics are built

in the AMS service and captured in the Operation Charter.

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INITIAL ASSESSMENT WORKSHOPSSET APPROACHSET APPROACH

• Check available documents

• Ticketing system

• SAP access

• Reviewing historical data (volume, complexity, effort)

• Knowledge transfers in person based on preset agenda

• Plan handover strategy and location

• Agree on necessary actions timeline and effort

• Client to gather agreed information

• Digest all data remotely

• Outline KT workshop agenda

Transition is always designed to given circumstances

Transition is treated a sperate project with plan and effort

Transition approach

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HANDOVER

• Write manuals

• Parallel run

• Finalise the Operation Charter with scope

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Maintaining Excellence through the service lifecycle

Lupus Quality Promise

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Standardised Operation

captured in the Operation

Charter

Professional Knowledge &

Risk Management

Service Management to

team with Customers

Relevant best practices

(ITIL, CMMi, ISO) applied

Thought Leadership to

ensure the common

language with customer

Trend analysis for

prevention based on KPI

Stable team and low

fluctuation rate

Service Desk for prompt

communication and tight

coordination

Proven methodology for

transition and re-transition

even in difficult environments

Global compatibility:

English/ German/ French/

Japanese/ Chinese

Well tested and verified

procedures to ensure virtually

connected remote teams

collaboration aided by tools

All skills needed to run SAP

ecosystems available at a

fingertip

19

DebrecenBudapest

Amsterdam

Ulm

Breslau

YOUR CONTACT

Holger Kosboth0049 – 731 14 11 57 3420049 – 177 875 0 600holger.kosboth@lupusconsulting.com

LUPUS CONSULTINGLupus Consulting GmbH Baurengasse 10 89073 UlmGermany