Ams Webinar 25 March 2010 Jf Final[1]


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Ams Webinar 25 March 2010 Jf Final[1]

  1. 1. Don’t Sweat, Challenge your SAP investments to work for You 25th March 2010 1
  2. 2. Webinar Agenda • About Application Management Services • Bristlecone’s Delivery Model • About Bristlecone • Next Steps
  3. 3. Why Bristlecone ? • Being a part of customer centric organisation • A culture of being a Partner in your business • Walking alongside in the process Customer of growth • A personalised service - advantage of being a focused on business results 3
  4. 4. Bristlecone Services Supply Chain Analysis • Root Cause Analysis Sustainable Processes • Sales & Operations Planning • Value Engineering • Collaborative Demand & Supply • Spend Performance • Integrated Supply Chain • Supply Chain Performance Diagnose Design • Integrated Sourcing and • Supply Chain Execution Procurement • Enterprise Performance Management Enhance Enable Support Services • Business Process Enablement Functional Excellence • Application Managed Services • Procurement/Strategic Sourcing • Dedicated Hosting • Demand/Channel Management • Custom/ Joint Development • Operations/Fulfillment • Data Management & Integrity • Asset Management
  5. 5. What are Application Management Services ? • Bristlecone acts as an extension of your IT department, taking care of routine Business Application monitoring and management around the clock—freeing up your IT staff to focus on higher-value projects. By proactively monitoring and maintaining your systems Bristlecone can help you avoid many technology problems in the first place. Should an issue occur, Bristlecone with their expertise will troubleshoot and resolve it more efficiently. • Just like larger companies, small businesses need technology to operate efficiently and to compete effectively. But as reliance on IT grows, the resources to support an increasingly complex IT environment may not. In many small businesses, IT resources are scarce, and can be quickly overwhelmed with the day-to-day responsibilities of keeping the IT infrastructure that the business depends on up and running. 5
  6. 6. Today’s Environment Increased SAP Landscape and integration SAP SAP Analytics Upgrade SPM SCPM FI SD Financial Sales Acctg. MM CO Materials Controlling PP Mgmt AM SAP Landscapes Production Asset Planning R/3 Mgmt PS QM Client / Server SAP Rollout Quality Project Mgmt PM System WF becomes more Plant Workflow Maint. HR IS Human Industry Resources Solutions SCM - BI sophisticated 2000-3 2004-7 2007-10 2010-13 6
  7. 7. Typical Example of a Business Solution Managed Internally • Scenario in any internally supported environment – All Support team member are not fully utilized – Some of the members are over burdened affecting the service levels – Due to the unique skill sets one needs to deploy all skills to support the environment – As an example one may need a team of 10 employees to provide services of 6 FTE 7
  8. 8. Application Management Services Core Application Management Services  Application support Maintain  24x7 L1 to L3 level application support  Minor / Major Enhancement and Developments  System Administration Add on Optimization Services  Audit and Optimizing Business Processes Enhance  Application Tuning  Evaluation and Implementation of New Functionalities  Training of End users and enable enforce system discipline Knowledge Process Out sourcing (KPO)  Execution of Supply chain planning processes Improve  Master data management  Analytics and advance alerts on various KPI  Application Hosting
  9. 9. Our AMS Service Basket IMPROVED BUSINESS ROI GROWTH / REACTIVE SUPPORT PROACTIVE SUPPORT INNOVATIVE SUPPORT CONTINUITY SUPPORT • Helpdesk Services • Application • Improve Business • Rollouts • Application Enhancements Value • New Modules Support (L1 to L3) (L4) • Application Fine Introduction • Workflow • Process Tuning • Application Monitoring Enhancements • Process Audits Upgrades • Production • Function • Business Audits Enhancements • KPO Services Emergencies • Data Analytics • System Audits • Application • Bug Fixing & Error • System Hosting Services Correction • ABAP Audits Optimization • Interface Audits • Training APPLICATION System APPLICATION System APPLICATION System SUPPORT Administration SUPPORT Administration SUPPORT Administration Application APPLICATION Application APPLICATION Enhancement Audit Enhancement Audit APPLICATION APPLICATION 9 Tuning Training
  10. 10. Drivers for Business Change 10 Source: EO Executives Online, Challenge of Change United Kingdom, Sept 2009
  11. 11. Dedicated service model 11
  12. 12. Dedicated AMS Delivery Model • Dedicated team assigned to provide 24X7 services. • Back up resources at offshore location to minimize the ramp up time • Location of the team decided based on the clients need as well as complexity of the environment • Mutually agreed SLA based service • Dedicated Client engagement manager assigned to ensure SLA compliance • Blended model of dedicated and shared resources possible, to optimize the cost • Any service from service basket can be selected under this delivery model 12
  13. 13. Service Level Agreement Framework • Call Severity Levels: Defined based on the impact of the call on the business process or on business decisions. The Severity of the Call helps in deciding the Priority of attending to the call • Severity1: Critical-Total System Outage • Severity 2: Urgent –Issues stopping major business (Sales history failed, Product Master failed) • Severity 3: Moderate –Enhancement • Severity 4 : Routine –Queries on usage 13
  14. 14. Shared Service model 14
  15. 15. Shared AMS Delivery Model • 8X5 support is provided through shared pool of resources from offshore location. • This model is applied mainly for Reactive and Proactive services • Application support L1 to L3 • System administration services • Application Enhancement services, if need, are charged extra • Clients signs for fix number of days support for the year. Additional days if any are charged on T & M basis • Support includes all modules of SAP • It is possible to deploy hybrid model of dedicated and shared support service 15
  16. 16. “Pay as you use” 16
  17. 17. “Pay as you use” Delivery Model • Most cost competitive model • Only reactive services are offered under this scheme – Application support L1 to L3 • Support is provided from Bristlecone ODC • No onsite services (If need are charged extra on T & M basis) • Customer signs by paying a fix subscription fees • Advance of ‘x’ amount is paid to activate the contract • Fixed agreed fee is charged per ticket for L1 to L3 category • Customer is billed only for the tickets raised during the month • This is adjusted against the advance • Customer to maintain min balance of £300 in his account 17
  18. 18. Bristlecone Guarantee • Part of the $6.7 Billion Mahindra Group – one of India’s most respected conglomerates • SAP Partner & having strategic relationship with SAP in co-developing SAP products • Preferred Partner in SAP Supply Chain Consulting • Multi geographic reach with offices in US, UK, Singapore, India and ODC’s in Mumbai, Bangalore and Pune. • Serving Fortune 500 companies since more than 10 years • MNC’s like Nike, British Petroleum, Unilever, ABB, Mahindra, Adaptec, Ranbaxy, Welspun being served for more than 5 years through AMS • Crossed 1000 Man Years of SAP AMS experience and counting 18
  19. 19. About Bristlecone • Founded in Silicon Valley 1996 • HQ is Mountain View, CA with over 1200 consultants worldwide • Leader in strategy / business process consulting, systems integration and outsourced business services in SAP • Domain expertise across many industries: Consumer Products, High Tech, Semiconductor, Electricals, Chemical, Pharmaceuticals, Industrial Products, Oil & Gas and Automotive • Global presence with offices in Mountain View, Houston, London, Walldorf, Singapore, Mumbai, Bangalore, Noida and Pune • Rated by AMR amongst top SAP supply chain solution providers • Over 11 blue chip clients 19
  20. 20. Bristlecone Clients: (Implementation + AMS) Partial List 20 20
  21. 21. Next Steps Complete AMS Questionnaire Bristlecone Provides Assessment Analysis Report Formalise Scope, Services, Delivery, Transition
  22. 22. Bristlecone Clients: AMS Success Stories HIGHLIGHTS: • Onsite- Offshore Delivery “Bristlecone has offered Unilever Asia Excellent • Multi Country Support SCM professionals in both our implementation project and offshore support. We are very grateful • 90% Incident resolution rate that we have chosen Bristlecone as our partner”- •100% On Time report delivery T K Yeung, Supply Chain Systems Manager, • Achieved 40% cost reduction over 3 years Unilver Asia • 24 x 7 x 365 Support “We are happy with the services of Bristlecone, with a strong project team which is put up at ABB. They have a business understanding, performing good with the business, building trust on Mahindra capabilities. With strong top management commitments, I feel they are more professional, more focused, more aggressive and they think ABB.” - Vivek Deshpande, CIO ABB 22
  23. 23. Thank You. For more information, please contact: John Fellows| +44 20 8818 0920