Overview Sap Outsourcing Services En 2012

SAP Hosting
by itelligence
Information for

xx

Our 5 Success Factors

The most
experienced
international SAP-
Highly qualified Partner
employees Leading
Industry expertise

Full Service
IT Provider
Internationality/
Member of the NTT Group

2 6/13/20012 itelligence Outsourcing & Services

Positioned as IT full-service provider for solutions
in the SAP environment

Application
Consulting
Support

Outsourcing
Licenses
Hosting


At your service – around the world!
Gain from our service beyond boundaries

 Germany/Austria/Switzerland
Bautzen, Berlin, Berne, Bielefeld, Cologne,
Dortmund, Dresden, Frankfurt,
Hamburg, Jena, Munich, Stuttgart,
Vienna, Walldorf, Zurich

 Western Europe
Barcelona, Brussels, Copenhagen
Eindhoven, Glasgow, London, Lyon, Oslo,
Paris, Vienna

 Eastern Europe
Bratislava, Brno, Budapest, Katowice, Kiew,
Moscow, Poznan, Prague, Warszawa
itelligence locations
 Asia itelligence projects
Cyberjaya (Malaysia), Hong Kong (China), Shanghai (China),
Shenzhen (China)

 America
Chicago (Illinois), Cincinnati (Ohio), Irvine (California), Montreal (Canada)


More than 20 years of SAP Experience
We are one of the leading international full-service
provider in the SAP environment

 History 1989 Founded as S&P Consult,
in Bielefeld, Germany
2000 Merger of Apcon AG and SVC AG
to form itelligence AG
2007 Cooperation with NTT DATA/
NTT Communications

 Board Herbert Vogel, CEO
Norbert Rotter, CFO

 Staff More than 2,300 employees, worldwide

 Clients More than 4,000 clients in various
industries

 Turnover 2011: 342.4 Mio. Euro *

*) Annual Report 2011, itelligence AG, 20.03.2012


Partnership with NTT DATA
 NTT DATA is one of the leading Japanese IT services providers
(thereof consulting and IT-outsourcing) and system integrators

 NTT DATA is a listed subsidiary of Nippon Telegraph and
Telephone Corporation („NTT”)

 As a part of NTT DATA’s expansion of its global IT service
capabilities, NTT DATA EUROPE GmbH & Co. KG is main
shareholder of itelligence
 NTT DATA EUROPE keeps 77.7%
 NTT Communications keeps 10.0%


Access to worldwide backbones
NTT Com - Global IP Network

 High-Speed: Worldwide Tier-1 IP network backbone with globally consistent operation
policy.

 High-Reliability: Low congestion network with fully redundant network structure and
industry leading SLAs.

 Global Coverage: Highly provisioned data centers and direct connections to major Carriers
in US, Asia and Europe


SAP and the mid-market – the perfect match
Your individual solution - guaranteed!

 Increasing benefits – shrinking costs
 A comprehensive tried and tested industry-specific
pre-configuration reduces time and costs.
SAP Business Suite
 The identification and reutilization of standard
business processes will maximize quality and minimize
your risk.

 Our proven and understandable methodology
it.solution
combined with a comprehensive documentation
will offer you security and transparency at any time.

 SAP-certified solutions:

Individualised SAP
Business All-in-One solution


Proven expertise – A guarantee for quality
Certified SAP partner

 SAP Global Value Added Reseller (GVAR), SAP Channel
Partner Gold, SAP Business Partner, SAP Global Partner
Service

 SAP Global Partner Hosting and SAP-Certified Provider of
Cloud services

 SAP Certified Global Partner Application Management

 SAP Go4Gold Partner (Business Objects partnership)

 Certified Run SAP Implementation Partner

 Have been voted many times SAP system provider of
the year

 Awarded with 15 Special Expertise Partnerships

 Member of the SAP Collaborative Business Initiative
(CBI)

 Member of the SAP NetWeaver Partner Initiative since
February 2004


The winner takes it all!

2006 2007 2008 2009 2010 2011 2012
IT
Outsourcing
and Cloud
Services
SME Channel SME Fastest
SME Global Provider und
Regional Partner und Growing
Customer SME Channel Volume SAP
Excellence SME Global Channel
Satisfaction Partner EMEA Partner of the PartnerEdge
EMEA Top Volume Partner
Year Global
Reseller of the Year
Volume
Reselling
Partner
of the Year

10 09.07.2012 © itelligence

Data centers around the world
 10 data centers worldwide
 SAP Global Partner Hosting and AMS
 Global SAP-certified Cloud services provider Bielefeld, Germany Bautzen, Germany

 24x7 3-shift operation with certified SAP
administration
 SAP Hosting operation for more than
 > 300 customers
Salzenforst, Germany Zurich, Switzerland

 > 1,200 servers
 > 1,500 installations
 > 80,000 productive SAP users Poznan, Poland Cincinnati, USA

 > 330 employees for SAP Hosting
 Application support in Europe, North America and
Asia for more than
 > 600 customers Horsens I, Denmark Horsens II, Denmark

 > 45,000 productive SAP users
 > 220 employees for SAP AMS

Cyberjaya I, Malaysia Cyberjaya II, Malaysia

11 7/9/2012 itelligence Outsourcing Services

Portfolio SAP Outsourcing (SAP Hosting)
Remote Administration
 Remote Administration and Monitoring
 Basis SAP Services and Expertise
 Service Desk and 2nd level support

Application Hosting
 Infrastructure & Hardware
 Administration OS level, SAP Basis and Database
 Monitoring and Maintenance
 Disaster Recovery

Implementation Hosting

it.ServiceCloud
itelligence
 Quick start with your project with short-term available hardware
 Fast system setup
 Full application hosting service on a temporary basis
 Continued use the environment in the full hosting phase

SAP Subscription based Hosting

 SbH Hosting operation based on VM for SbH solution providers using the
itelligence it.ServiceCloud


SAP Application Hosting Service as a full service offering
Transfer of the complete system management to an
itelligence data center enables clients to focus on
their own basic activity being in accordance with
their company’s core business.

 Full Service for the SAP landscape for all SAP solutions
and central subsystems

 Access to latest SAP know-how and modern
technologies

 Defined SLAs with high availability and quick response
times

 Guaranteed, physical data security

 Service including Hardware and OS

 Flat monthly service-fee


Remote Administration
 7x24 alternative compared to SAP basis maintenance of
own SAP administrators

 Covers administration of servers, operating system,
databases, as well as SAP administration and
maintenance

 Remote services out of itelligence data centers with
automated monitoring, itelligence help desk and 2nd
level administration

 Customer provides for data center location:
 Own location
 Partner data center


SAP Remote Management Services and SAP Outsourcing

SAP Outsourcing

Infrastructure
Hardware / HW service
DC infrastructure
Rackspace, Redundancy, Security Backup
Hard-/Software,
Tapes, Execution
Helpdesk

Monitoring Extended service level
SAP Remote Availability,
Management Administration Response times
Services
Error correction

SAP Basis


Implementation Hosting

Customer data
center
itelligence
? Application
Hosting
Go-Live
Preperation 4

5

3 Test & Go-Live
Quick Support
Start
2
Implementation
Support
1


Implementation Hosting for a quick-start
 Easy and very short-term begin with SAP Solutions for the project

 No Investment in Hardware, Infrastructure or basis know-how

 No technical details to be considered. The project team can focus on applications and the
project

 Start with the correct sizing for a high-performance project environment with specified SLA

 Minimizing the risk of performance problems or technical breakdowns during the project

 Access to a very experienced Hosting-Team in close collaboration with the consulting team
of itelligence

 Easy access to extensions, temporarily systems or server capacities

 Enough time to be prepared for the decision „own establishment or Hosting“ for the
productive landscape

 Gaining experience with the systems during the project without any risk


“Subscription based Hosting” in General

SAP

Subscribe License, SAP License
inclusive Maintenance
SAP Maintenance

SbH Provider

SaaS Offer
Customer
based on SAP SBH model and Partner industry solution
contract with SAP
Implementation services

SAP Application mgmt.
itelligence
itelligence SbH SAP hosting itelligence
Cloud offering (it.ServiceCloud)

Project services
(T&M on demand)
Hosting


SAP Subscription Based Hosting (SbH)
Hosting package for SAP SbH

 Certified SAP Hosting Data Center compliant to SAP
regulations!

 Technical setup of SAP system included in
monthly fee

 VPN connection between the customer’s central location and
the itelligence data center

 Straightforward SbH hosting packages covering SLAs on
availability, performance and business continuity

 Packages easily scalable when SAP user base and/or SLA
requirements grows !

 SAP + DB licenses/maintenance, industry solution,
implementation and appl. support done by the local SAP SbH
partner


it.ServiceCloud
itelligence Computing Farm

Physical Servers

Virtual servers
with VMware

Fast and flexible storage
itelligence Storage Grid provisioning

Virtualized storage

 Fast and flexible provisioning of CPU, memory and storage
 Redundant and standardized hardware, allow for increased availability
 “Pay what you need” as flexible adjustments, not “pay what you use(d)” as a surprise at the end of the
month
 Guaranteed SLAs for Availability AND Response Time remain valid even when adjustments of capacity are
done on short notice!


Dual DC structure itelligence Bautzen (Germany)


Proven Hosting Quality
 Certified according to ISO/IEC 20000-1:2005
 Data center processes aligned to ITIL

 Certified according to ISO/IEC 27001:2005

 Several customer audits according to ISAE 3402 Type I &
II Report
 Data center processes are SOX compliant

 SAP Global Partner Hosting with periodical audits by
SAP AG
 Data center processes with international quality

 SAP Pinnacle Award 2012
„Global IT Outsourcing and Cloud Services Provider of
the year“

 Several customer audits according to GxP / FDA standards
 Data center processes are FDA compliant

 SAP Global Cloud Services
 Security „in the cloud“


Data Center Overview: Standards & Technology
 Data centers: high availability concepts, 24x7, 3-shift
operation

 Virtualization and Server-Optimization with VM-Ware or
Partitioning Technology

 Operation of all SAP components and several
subsystems and additional applications (EDI, Archive,
Fax, e-mail, JIT, Scanner, EAI, individual, ...)

 Central infrastructure as managed service for our
customers:
 Archiving/document management
 Citrix terminal services
 Fax and e-mail
 EDI it.x-change
 EAI with SAP PI


Security and technical parameters
 Dual Data Center Concept active-active

 Multiple-stage security zones

 24x7 onsite security guard

 24x7 server monitoring

 Fire alarm system

 Separate fire protection areas

 Break-in alarm system

 Redundant emergency power generators

 Redundant air conditioning technology

 Redundant telecommunication connections and firewalls

 Backup data center and disaster recovery concepts


Data center help desk support
Support Infrastructure
We provide a modern service portal with
state-of-the-art and custom-tailored support procedures as
well as a central hotline number
Languages and Service times
English (7x24)
German (7x24)
Polish (7x24)
Russian (5x12)
Bahasa (5x10 MYT), japanese or chinese on request
Face-to-face Customer Care
By named contact persons
Dispaching
Monitoring, qualifying and routing of incoming incidents
Support & Tracking
Organization of Service Control Boards, Operational
Support Trend Anyalysis, Proactive tracking of all incidents
and escalation managment
Reporting & Quality Management
Provision of standard and custom-tailored KPI- Reporting and
measurement of customer satisfaction


itelligence Service Portal


SAP Outsourcing – Global References


Reference: Eldorado, Russia
 Company
 Eldorado is the largest distribution network in Russia
and GUS for household and electronic goods and
belongs to Russia’s Top-5 consumer electronics
retailer by revenue
 Located in Moscow, Russia with more than 700 media
stores
 Revenue 2009: 88.4 billion Rubel. (~2,17 billion EUR)
 Employees: 16.000

 Services
 Operation of the high available SAP Landscape ERP,
BI, BIA, BO, XI, CRM, Solution Manager
 Ca. 15 SAP Instances in total
 Desaster recovery concept by Dual Data Center
 1.600 named user and 80 TB SAN storage ; IBM AIX
with Oracle
 High availability scenario: 99,5 % with HACMP cluster


Reference: Randstad, Germany
 Company
 Located in Eschborn, Germany
 Revenue 2009: 1,32 Billion €
 Employees : 46.000 in Germany

 Services
 Operation of the high available SAP Landscape ERP,
BW, CRM, XI, E-recruitment, Solution Manager and
Enterprise Portal
 Operation of Escriba and Unispool Software
 47 SAP Instances in total
 Desaster recovery concept by Dual Data Center
 3.800 named user and 18,5 TB SAN storage ; IBM AIX
with Oracle
 High availability scenario: 99,5 % with HACMP cluster


Reference: Kompania Piwowarska S.A.
 Company
 Leader of the beer industry in Poland (Market share
43%)
 KP is part SAB Miller
 Located in Poznań, Poland
 Revenue 2009: 4,4 billion PLN
 Employees : 3.000 in Poland

 Services
 implementation of control mechanisms in line with the
Statement on Auditing Standards no. 70
(SAS 70 type II)
 operation of the ERP 6.0, PI, BW and two SAP
Enterprise Portal landscapes
 1.160 named user running on Windows and the MS
SQL Server database


Reference: Kompania Piwowarska S.A.

“An analysis was prepared for the Management Board to
enable them to make a decision on the use of an
external service provider. This analysis indicated that
outsourcing was the most favorable and the lowest risk
solution. Now, two years on, we can list a number of
benefits from our cooperation with itelligence. The most
important benefit for us is the limitation of risks
associated with the urgent need to adapt business
processes and the transaction system to the
requirements of Sarbanes Oxley Act.”

Maciej Król,
IT Governance Manager,
Kompania Piwowarska S.A.


Reference: Mercedes-Benz HPE Ltd, UK
 Company
 Mercedes-Benz formular 1 engine design and
production (formerly illmore engines)
 Located in Brixworth, UK
 Revenue 2008: ₤ 98,8 Mio
 Employees: 500 employees

 Services
 Implementation Hosting started with SAP R/3
Enterprise 4.7 and it.automotive
 Longterm operation of the SAP landscape, upgraded to
SAP ECC 6.0 with EHP 3
 450 named Users, running on Linux with Oracle
database
 Use and operation of SAP Solution Manager for
implementation


Why decide for itelligence hosting and application
management?
Clear strategic position as
„international, high quality, mid-market, full service SAP provider“

 Full service for SAP including application knowhow and
management from one hand

 Attractive mid-market pricing for very high quality and availability
of SAP solutions

 International offering of „SAP Global PartnerHosting“ level

 Reliable approach:
Flexible, quick, individual


Benefits of Hosting
SAP isn‘t just another application you are running -
it‘s your most important business application

 Security / Business Continuity  Risk Mitigation
 State of the art data center  Focus on customers competence versus
system management
 Handling of critical data (e.g. HR data)
 Predictable / fixed cost for the whole
 Highly redundant infrastructure
contract term
(SAN, server, backup)
 Guaranteed SLA
 Disaster Recovery options
 System availability
 Service Quality
 System response time
 Dedicated staff doing nothing but management
of SAP systems  Service desk response time

 Ensured high availablity for SAP systems  Team of people for landscape
management vs. a single person
 itelligence team covers all areas
of SAP Basis support  Responsibility and accountability in the
hands of SAP Experts
 all common databases
 N+1 redundancy
 all operating systems
 all SAP modules


We make the most of
SAP® solutions!
www.itelligence.info

Overview Sap Outsourcing Services En 2012

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