technosoft consultancy. corporate overview technosoft consultancy is a young and innovative...
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Corporate Overview Technosoft Consultancy is a young and innovative Consulting company working in providing cutting Edge Cost Effective IT Solutions. We are committed to delivering exceptional client service across our service lines with perfection, quality and ethical standards.
Specialization in Business Consultation and Custom Development. Capabilities to provide solutions based on all modules of SAP ECC,
CRM, Net weaver, BI, BO, EP, Solution Manager. Strong motivated, committed, multi-skilled resource pool. We emphasize and have successfully delivered winning and
measurable solutions, in budget and on time.
Our SAP Services
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SAP NetWeaver
SAP Enterprise PortalSAP Process Integration (PI)
SAP Mobile Infrastructure (MI)
SAP Application Development (Web Dynpro Java,/ ABAP)
SAP CRM
SAP CRM SalesSAP CRM Marketing
SAP Customer Interaction CenterSAP CRM eCommerce
SAP CRM Migration
SAP HCMCore HR (OM, PA, PY, TM)
SAP e-RecruitingSAP Travel Management
SAP ESS/ MSSSAP LSO, OSA, Talent Mgmt.SAP HCM Processes & Forms
SAP BasisSAP Solution ManagerSAP Technical UpgradeSAP Disaster Recovery
Remote Infrastructure Mgmt (RIM)Unicode conversion
Operating System Migration
SAP ERP
SAP Greenfield Implementation SAP Upgrade SAP Rollout
SAP Module Implementation SAP Support Services
SAP BW / SAP BO
SAP BW ImplementationSAP BO (xCelsius, Webi,Crystal)
SAP BO Dashboard (xCelsius)SAP Entreprise Performance
Management (EPM)
Major SAP Services
Support Services
S A PFunctional Support
Implementation Services
SAP BPC
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SAP Staffing Services
Terminologies and Definitions
Problem Tracker Tool (PTT)Helps to manage issues, associated risks, costs, skills and resources associated with complex processes
Incident (Break/Fix)Is something which was working fine till yesterday and which is not working today and which has to be resolved immediately
Change Anything which is not an incident and which cannot be accomplished within 4 hours is termed as change
EnhancementNew functionality / business process which needs to be brought into the system
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Terminologies and Definitions
Business Days/HoursMonday to Friday9 Hours (9 AM – 6 PM)
Average Response TimeAverage Response Time is the time taken by our
consultants to respond to an IncidentIt is measured in the Problem Tracker Tool by changing
the status of an Incident from “Open to” to “Assigned to”
Average Resolution TimeAverage Resolution Time is the time taken by our
consultants to fix an issue/incidentIt is measured in the Problem tracker tool by
changing the status of an Incident from “Assigned to” to “Fixed”
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Support Process FlowIssues registered in
Problem Tracker tool
Analyze Incident or Change
Estimate Time Analyze Incident
Client Approval
Record Time
Actual Solution
Testing
Issue Closed
Issue Resolution
Testing
Record Time
Issue Closed
Time Calculation for Incident or Change
Change Incident
Re-estimate or Close Issue
Status TimeOpen Time not recorded
In-Process Time Starts
Request for Information Time Stops
Complete Time Stops
Closed Calculate Total Time
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NO
YES
SLA Based Off-shore Model
Incident Changes
Issue Resolved
Core User/End User
GSS Offshore Team
Technosoft Offshore Team
SAP SD
SAP FICO
SAP MM SAP PP SAP PM
SAP QM
SAP BASIS SAP ABAP SAP CRM
Problem Tracker Tool
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Model-SLA based Offshore SupportModel
Highlights
Pool of consultants from offshore location (Technosoft premises)
Handle/Fix issues based on the agreed SLA between Technoosft and Customer
Effective use of Problem Tracker tool
Improved process efficiencies and compliance
Effective and quick response to changing business dynamics
Integrated and coordinated IT services delivery for cycle time reduction and end-to-
end issue resolution
Access through VPN connectivity(Provided by Customer)
5 visit Value Proportion
Not exceeding 1 visit per skill per month.
Not exceeding a total of 5 visits for all skill sets put together.
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SLA Parameters
SLA Parameter Description
Category 1 : High Priority IncidentsCauses a complete and immediate work stoppage affecting a primary business process or an entire line of business
Category 2: Medium Priority Incidents
Affected in such a way that certain functions are unavailable to end users or a system and/or service is degraded
Category 3: Low Priority Incidents Little impacts on normal business processes and can be handled on a scheduled basis
Time Monday - Friday
Start 9:00 am
Stop 6:00 pm
Support Availability
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Reporting Period Wise, Module Wise, Priority Wise handled Tasks
Period Wise, Module Wise, Issue Type Wise handled Tasks
Period Wise, Module Wise, Status Wise handled Tasks
Period Wise, Module Wise, Priority Wise Average Resolution Time
Cumulative, Module Wise, Priority Wise handled Tasks
Cumulative, Module Wise, Issue Type Wise handled Tasks
Cumulative, Module Wise, Status Wise handled Tasks
Cumulative, Module Wise, Priority Wise Avg. Resolution Time Week 1
10%20%
50%
15%35%
45%
55%35%
5% 8%55%
56%Week 2Week 3
Week 4
Incident Counts / Week
Thank You
Technosoft ConsultancyLevel 4, A Wing, Dynasty Business ParkAndheri Kurla Road, Andheri (East)Mumbai-400072Email:[email protected]