Introduction to Wise Men Wise Men SAP Practice SAP On Demand Support Services Summary Q&A

1. SAP On Demand Support Services
Wise Men Confidential
www.wisemen.com | info@wisemen.com | +1 281-953-4500
Krishna Prasad Nanduri
Manager – SAP Practice
Jan 29, 2015

2. Wise Men Confidential
Agenda
 Introduction to Wise Men
 Introduction to the Speaker
 Wise Men SAP Practice
 SAP On Demand Support Services
 Summary
 Q&A
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3. Introduction to Wise Men
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4. Wise Men Confidential
About Us
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Wise Men: US-based WMBE
• Established in 1997
• Technology and Supply Chain solutions
• HQ: Houston, Texas, US
• Canada & Dubai
• India: Hyderabad and Pune
18+
Years in the
industry
8+
500+
Vertical
specializations
5
Locations across
the globe
Employees
globally

5. Introduction to the Speaker
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6. Wise Men Confidential
About Speaker – Krishna Prasad Nanduri
Krishna Prasad is an industry leader with over 20 years of experience in
SAP implementations, upgrades and rollouts for end-to-end solutions. He
currently heads SAP Practice for Wise Men. He has the best of vertical
knowledge in Food & Dairy, FMCG, Hi-Tech and Automotive sectors.
Krishna Prasad has expertise in establishing Business processes within
build controls and standardization & integration of supply chain
management.
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7. Wise Men SAP Practice
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8. Wise Men Confidential
SAP Practice Overview
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PARTNERSHIP
 Service partnership with SAP
 Extended business relationship (EBR) for
re-selling with SAP
 Global Mobility Apps partner
 Analytics Reseller
CUSTOMER BASE
 Supports Fortune 500 companies like
CNP, Exxon Mobile, BP and Schlumberger
 Committed to growth by investing on
resources & techniologies
GLOBAL LOCATIONS
 Houston is hub and operations in Northeast
and California
 Operations in India and ME
BUILD PRACTICE
 Experienced team in USA and India
 RDS Solution in TM, EWM, Utility ,
Healthcare and Wholesale Distribution
 POC systems for HANA, BO, Mobility
 Certified offshore support facilities in India

9. Wise Men Confidential
Wise Men Range of Capabilities
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Center of Excellence (COE)
• Subject matter experts
• Knowledge Repository
• Best Practices for Verticals
Methodology
• Proven Methodologies for:
Support, Upgrades,
Implementation
Critical Mass of
SAP Resources
• Access to deep expertise
• Vertically aligned resources
• Trained & Certified Consultants
Global Delivery Model
• Leveraging costs by Offshore
Onsite Model
• Secure infrastructure and
Development Centers
• In place Project Governance
SAP Infrastructure
• Development Infrastructure
• Operations Infrastructure
• Execution Infrastructure
SAP Special Tools
• Upgrade assessment
• Focused effort determination

10. SAP On Demand Support Services
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11. Wise Men Confidential
Wise Men SAP Support Services
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Application support and Maintenance
Services
SAP Functional
Support Services
SAP Technical
Support Services
SAP Analytics
Support Services
Ticketing tool &
Reporting
Delivery Models
Global
Delivery
Application
Support
Dedicated
Application
Support
Centralized
shared
Application
Support
Flexi-Core
Application
Support

12. Wise Men Confidential
Application Support and Maintenance Services
 Flexibility in application management
 Optimizing Business applications
 Cost-effective
 Continuous improvement
 Stabilizing the SAP environment
Our SAP Support Services are committed to establish a high performance, quality operation by
providing reliable support processes, focused on flexibility and the ability to recognize trends
and adapt quickly to technical and business needs of our customers
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13. Wise Men Confidential
Services
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14. Wise Men Confidential
Functional Technical Analytics
Reporting &
Ticketing Tool
 Wise Men has a deep
understanding of how to
improve business processes and
functions to achieve high
performance. We have
developed a number of
innovative functional solutions
using SAP technology, to help
organizations get the most out of
their SAP investments.
 We offer functional support for
Core and niche SAP Modules
 Wise Men can offer a range of
technical support services
 ABAP:
 Enhancements and bug fixes
 Migration and Upgrade support
 Documentation Support
 QA/QC Support
 BASIS:
 Installation of Support packages
and Additional Languages
 Online & Offline Backups
 Incremental and Cumulative
backups
 GRC:
 Access & Process Control
 Risk Management
 SAP GRC Dashboard
 Wise Men offers High quality
Operational BI reporting Support
Activities:
 Functional Dashboards Support
Activity
 In Memory Database Tools like
SAP HANA Technical Support
 Business Planning System Support
 Mobility & Predictive Application
Support
 Wise Men provides its
clients with seamless
integration of SAP
SOLMAN with their SAP
systems, which eases
the task of raising
tickets/issues and
having a track of them at
one place.
 Wise Men support
services include service
level analysis & monthly
reporting for its clients
Support Services
SD, MM, PP
PS, HR,
PM,QM,
FICO,
Etc.
CIN, Batch
Mgt., TM,
DMS, Retail
Cache Weight
Mgt.,Etc.
Core Niche

15. Wise Men Confidential
User Support Production Support
 24 x 7 Help desk
 Responding and resolving the user queries
 Updating the resolution in Knowledge
Repository
 Preparation of trouble shooting checklists to
resolve maximum issues in less time at first
level
 Providing necessary documentation to users to
resolve issues at their level
 Providing solution documentation for users
 24 x 7 Help desk
 Resolving Production Run Requests
 Updating the resolution in Knowledge Repository
 Generating special reports
 Job analysis
 Monitoring the healthiness of production systems
 Providing batch dump resolutions
 Aiding business team in carrying out routine
activities
 Preparation of ‘How-to-do’ documents for routine
activities
Functional
ABAP
BI/BW/BOBJ
BASIS
PI / Interfaces
Enhanced User Experience
HANA
Mobility

16. Wise Men Confidential
Wise Men - Service Maturity Model
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Level 5
Optimizing
Level 4
Quantitatively Managed
Level 3
Defined
Level 2
Managed
Level 1
Initial
Characteristics of the Maturity Levels
Processes measured and controlled
Focus on process improvement
Processes characterized for the
Organization and is proactive
(Projects tailor their processes from Organization’s standards)
Processes characterized for the projects
And is often reactive
Processes unpredictable,
Poorly controlled and reactive

17. Delivery Models
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18. Wise Men Confidential
Wise Men SAP Support Service Highlights
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 24 x 7 Dedicated helpdesk & Production Support
 Application Development support
 Basis, OS, DB support
 SAP SOLMAN integration with client SAP systems
 Free service level analysis & monthly reporting
 Web based SOLMAN connectivity
Application Support
and Maintenance
 Dedicated teams
 SLA based fixed price engagements
 Transition with Risk Reward Pricing Model
Dedicated
Application Support
 Shared resources
 SLA Based Fixed Price Engagements
 Virtualized delivery centers
Centralized
Shared Support
 Core & Shared Resources - option
 Competency aligned service delivery
 Virtualized delivery centersFlexi-Core Support
 On site off shore delivery Support model
 Offshore based KT - 80-20 Rule for Non Critical Applications
Global Delivery
Support

19. Wise Men Confidential
Global Delivery - Application Support Model
 On site off shore delivery Support model
 Offshore based KT - 80-20 Rule for Non Critical Applications
 Ability to provide round-the-clock services
 Scalability (Ramp-up and Ramp-Down Flexibility)
 Enforces worldwide best practices
 Ability to leverage local skills and cost structure

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Dedicated - Application Support Model
 Wise Men has wide experiences in providing SAP application support for various
organizations on a global basis – covering Functional, Technical and Basis support.
 The following are the key value proposition of our SAP Dedicated - Application
Support Model:
 Dedicated Support Team
 Commitment to SLAs
 Standard Operating Procedures
 Effective Monitoring & Control
 Metrics Reporting and Root Cause Analysis
 Continuous improvement program

21. Wise Men Confidential
Centralized Shared - Application Support Model
 Wise Men is currently working with
multiple customers to provide SAP
support services on shared service
model, aimed at reducing overall
support and maintenance cost of
customer, while deriving benefits
of dedicated support.
 The shared service support is
provided by a common pool of
dedicated consultants servicing
multiple customers.

22. Wise Men Confidential
Flexi-Core - on-Demand Application Support Model
 Flexi-Core Model allows our customers to leverage
custom / Tailor-made application support Services
 Flexi-Core Model provides various flexible options:
 Option to choose the resources and technologies you need
from time to time
 Option of covering various time zones
 Option of fixed hours billing and flexi hours billing
 Option of changing, adding and deducting the resources any time
 Option of shifting to dedicated support
 Option of choosing a separate team for enhancements, upgrades etc.

23. Wise Men Confidential
Support Services - Cost Effectiveness & Flexibility
Flexibility
CostEffective
High
DedicatedApplication Support
Model :
• Dedicated teams
• SLA based fixed price engagements
• Transition with Risk Reward Pricing
Model
Flexi -- Core Application
Support Model :
• Core & Shared Resource
• Competency aligned service delivery
• Virtualized delivery centers
• Leverage of common toolsCentralized shared
Application Support Model :
• Shared resources
• SLA Based Fixed Price Engagements
• Virtualized delivery centers
Low High

24. Models - Summary
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25. Wise Men Confidential
Delivery Models Summary
Dedicated Centralized Shared Flexi Core/Shared
1. Cost Higher Lower Optimized
2. Special Limited Available Available
skills
3. Risk Lower Higher Mitigated
4. Tools & Client specific Centralized Industry best practices
processes Non-standardized In-flexible Customized & flexible
5. Pricing Fixed Parameter based Parameter based
  =
  
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Q&A

27. Wise Men Confidential
Keep pace with rapid technological changes, Contact:
marketing@wisemen.com
+1 281-953-4500
Copyrights 2015. Wise Men. All Rights Reserved.
Wise Men’s onDemand Support Service models are designed to achieve the most
cost-effective way to reduce the support and maintenance cost while continually
improving and stabilizing the SAP environment for our clients