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COMPREHENSIVE SUPPORT
FOR SAP SYSTEMS
CONNECTED BY YOUR SUCCESS
INTRODUCTION
Systems supporting the management of an enterprise’s resources and
simplifying the processes taking place in it have had an increasingly wider
use, especially in middle and large organisations.
Application Management Services at Hicron offers comprehensive support of
administration and development of SAP tools. There are over 60 dedicated
specialists in our structure with outstanding skills (confirmed with SAP
certificates) and many years of experience. This has significant impact on the
services we offer. Wide range of out Application Management Services:
•	 SAP Applications Service
•	 SAP System Administration
•	 Hicron System Monitoring Tool
•	 SAP Maintenance
is what makes us a serious and strong business partner.
A crucial element which influences effective action of the Hicron team is the
department structure, work organisation and our competences. We have
specialists who are well-known in the Polish IT software market.
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
SPECIALISTS
SAP Senior Consultant with 10
years of experience. In the team,
she is responsible for logistics,
often involved as a Solution
Architect or a leading consultant.
Jacek Kazimierczyk
SAP BASIS Expert Consultant.
Hicron operates on many levels:
subsequent projects are interwoven
with Client support, creating IT
solutions and solving problems.
SAP BASIS Expert Consultant
with 14 years of experience
in IT. At Hicron, he deals with
the architecture planning,
upgrades and SAP systems
migration. He is a safety
specialist in the SAP systems.
SAP Support Manager with 13
years of experience in IT. Former
Senior Consultant of SAP BASIS For
the last few years dealing mainly
with management. Currently
responsible for the management
of the Application Management
Services team and client relations.
He supports the sale process and
the oversees contracts.
Łukasz Malecha
SAP Senior Consultant in the
area of ABAP technology. In the
Application Management Services
he is responsible for delivering
solutions in the area of SAP
system integration and ABAP
programming. He is a Leader in
the Area of Integration.
Tomasz Durczewski Beata JanikMichał Sarna
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
SPECIALISTS
Jarosław
Proskórnicki
Jarosław
Zdanowski
Mikołaj Stachowiak
SAP Expert Consultant, 15 years
of experience in SAP. Client
support in the area of logistics,
process planning in particular.
Thanks to his experience he
can provide support to junior
consultants and at the same time
he is an excellent programmer.
SAP Expert Consultant, 20 years
of experience in the area of
ABAP technology. As an ABAP
Area Leader he is responsible
for the support and area - specific
development of junior - colleagues.
Jarosław Sikora
SAP Expert Consultant / SAP
Application Service Team Leader
with 12 years of experience in SAP
and over 20 years in IT systems and
infrastructure management. Many
years of experience allows him to
coordinate the works and execute
the services provided by 2nd and
3rd level SAP Applications Support
at the highest possible level.
SAP BASIS for almost 5 years.
At Hicron he deals with SAP
HANA and SAP Fiori in the
context of technological
solutions, implementation
and Client support on the
Polish and foreign market.
Marcin Dering
SAP Expert Consultant, 10 years
of experience in the area of
logistics. On daily basis he delivers
solutions for automotive industry,
in particular the warranty issues
(WTY).
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
As a part of our new strategy and the shift to the
agile management methods, we have combined two
departments: SAP BASIS and application service SAP into
one team: Application Management Services. It comprises
the following units:
•	 Dispatching
•	 1st level support
•	 2nd and 3rd level SAP Applications Support
•	 2nd and 3rd level BASIS Support
The teams structure has been created on the basis of our
consultants’ experience and competences, which makes the
work much more smooth and more effective. The dedicated
levels of support guarantee that the reports are handled by
consultants with respective sphere of competence.
STRUCTURE
APPLICATION MANAGEMENT SERVICES
DISPATCHING
1ST LEVEL SUPPORT
Dedicated support team
SAP APPLICATIONS TEAM: SAP BASIS:
2nd level BASIS support
3rd level BASIS support
2nd level SAP
Applications Support
3rd level SAP
Applications Support
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
2ND AND 3RD LEVEL SAP APPLICATIONS SUPPORT
2ND AND 3RD LEVEL BASIS SUPPORT
This team comprises experienced consultants. Its main task is to react to
emergency cases and implement more or less significant changes in the
SAP systems. The consultants are responsible for solving the problems
which interfere with smooth execution of business processes and
developing new functionalities in the Clients’ systems. An equally crucial
part of their work is the direct support of the Clients’ end-users and
preparation and running of trainings and workshops.
This team focuses on activities under the contracts for SAP systems
administration. Their tasks are the following: trouble-free maintenance of
the systems (production and support systems) and reaching the highest
yearly system availability factors, keeping the expected efficiency and
stability at the same time. The consultants also provide analyses and change
recommendations for the SAP systems’ architecture. All this allows us to
support Hicron’s Clients in a proactive way.
STRUCTURE
DISPATCHING
1ST LEVEL SUPPORT
This team is responsible for initial verification of reports. The main
task of the dispatchers is to complete the missing information in the
Clients’ reports and to verify their types. The dispatching team takes
part in handling of the reports of the highest priority by supporting
the consultants and enhancing the whole process, mainly through
communication with the Client and coordination of tasks. This team
oversees the full cycle of a report’s life, from its occurrence to its
closure.
This team comprises BASIS consultants and module consultants. Their
work is about handling repetitive reports and solving tasks regarding basic
configuration and monitoring the Clients’ SAP systems. They also deal with
change requests (CR) which are modifications in processes currently used in
SAP systems.
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
SAP APPLICATION SUPPORT SAP SYSTEMS
ADMINISTRATION
INCIDENT
MANAGEMENT
ensuring the continuity
of our business Clients’
key processes
PROBLEM
MANAGEMENT
access to knowledge
database and elimination
of the incidents’ causes
- Root Cause Analysis
CHANGE
MANAGEMENT
implementation of new
solutions and on-going
work optimisation
PROCESSES BASED ON THE WORLD’S
BEST PRACTICES - ITIL
SERVICE REQUESTS
support for our Clients in the
area of consulting, workshops
and SAP system end-user
support
12
62
CERTIFICATES ITIL
CERTIFICATES IN THE AREA OF SAP
CERTIFICATES:
ENVIRONMENT
SAP HANA SAP
SAP HANA
ORACLEIBM DB2IBM DB2
SAP MAXDB SAP ASE
MS SQL SERVER
Services packages based on many years of experience
A proactive mode of executing the services, constant
monitoring, planning and execution of the typical
periodic works
Available packages:
Platinium - a package dedicated to companies which want to grant full
responsibility for the SAP system maintenance to external specialists
Gold - package dedicated to companies which have their own
IT department and the external support is only additional
Flex – package dedicated to companies which require
and individual approach
All the changes are introduced via administrative windows
established with the Client, so that the influence on the key
business processes and their availability is significantly
80
60
MS WINDOWS SERVER
SUSE LINUX REDHAT LINUX
IBM AIX
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
HICRON SYSTEM
MONITORING TOOL
SAP MAINTENANCE
Proactiveness: collection of information about potential
threats
Comprehensiveness: system monitoring on many layers:
SAP, database, operating system
Availability: high system availability factor for business
Reporting: generation of cyclic reports regarding the work
of the systems
Optimisation: quick handling of incidents and reports
Integration: automatic reporting in the Hicron Service
Portal
A service offered in two models:
as a part of the SAP system
administration contract
as an independent service HaaS (HSMT as a Service)
Stability: maintaining efficient and
continuous work ofthe SAP systems
1st and 2nd level of support for solving problems reported
as errors in the SAP standard
Access to the latest updates and new versions of the
SAP system
Access to reports and analyses regarding the efficiency,
effectiveness and safety of the system - EWA reports
(SAP Early Watch Alert)
Hicron as a Golden Partner SAP Poland
Hicron as a Maintenance Partner with the PCoE certificate
Optional models of support to choose: SAP
Standard Support or SAP Enterprise Support
Additional services as a part of SAP Enterprise Support
Academy:
Expert Guided Implementation (EGI)
Accelerated Innovation Enablement (AIE)
Meet the Expert (MTE)
Guided Self-services (GSS)
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
8 years of experience in the market of
SAP system support
Dedicated team of consultants with many years of experience
Average experience in the teams is 6 years
High standards and support processes based on ITIL practices
Customer care in four languages (Polish, English, German and Russian)
Over 60 consultants in the Application Management Services
Flexible method of settlement for the service contracts
3 locations in Poland (Wrocław, Poznań, Warszawa)
34 service Clients all over the world
Wide portfolio of Clients from different industries
HICRON AS
YOUR SERVICE PARTNER?
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
We build long-term relationships and
support our Client’s business in order to
help them to gain the competitive advance
as much as we can.
According to Technical Supremacy, we aim at
perfection in every area, that’s why we try to
carry out the tasks entrusted to us as best as
we can.
A CLIENT-ORIENTED APPROACH
QUALITY
We believe in what we do, that’s why
we commit our all talent, skills and
persistence in reaching the goals.
COMMITMENT
TRUST
This is the foundation of our activities:
we keep our duties and communicate in
an open and honest way.
RESPONSIBILITY
We can foresee the consequences so we
are always trying to be one step ahead.
All this is to guarantee the minimum
amount of risk and to be able to fulfill
our obligations.
HICRON'S VALUES
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
REFERENCES
THEY TRUST US:
We require our service partner to provide experienced consultants,
competence in the development works carried out in our SAP system
and flexibility in case some on-site work in our headquarters needs to be
done. Taken all our requirements into account, Hicron’s service offer was
unbeatable.
Having our deepest appreciation for Hicron’s work, we have decided to
prolong our cooperation and entrust our ERP environment at Play to their
team. Meeting the SLA requirements, high efficiency and availability of their
systems, but also professionalism and full commitment in the development
of the SAP environment allow us to operate smoothly in our core business
area without making unnecessary investments in some niche competences;
and all this thanks to delegating this task to specialists at Hicron.
MAREK SIKORSKI
Head of IT Department at Fabryka Mebli Biurowych MDD Sp. z o.o.
TOMASZ BANDURSKI
Head of the ERP System Team at Play
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
CONTACT
CONTACT DETAILS
If you would like to receive more information regarding our services,
contact us at:
Hicron Sp. z o. o.
ul. Gwiaździsta 62
53-413 Wrocław
+48 71 77 60 300
+48 71 77 60 333
hicron@hicron.com
www.hicron.com
INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS

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Comprehensive Support for SAP Systems

  • 1. COMPREHENSIVE SUPPORT FOR SAP SYSTEMS CONNECTED BY YOUR SUCCESS
  • 2. INTRODUCTION Systems supporting the management of an enterprise’s resources and simplifying the processes taking place in it have had an increasingly wider use, especially in middle and large organisations. Application Management Services at Hicron offers comprehensive support of administration and development of SAP tools. There are over 60 dedicated specialists in our structure with outstanding skills (confirmed with SAP certificates) and many years of experience. This has significant impact on the services we offer. Wide range of out Application Management Services: • SAP Applications Service • SAP System Administration • Hicron System Monitoring Tool • SAP Maintenance is what makes us a serious and strong business partner. A crucial element which influences effective action of the Hicron team is the department structure, work organisation and our competences. We have specialists who are well-known in the Polish IT software market. INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 3. SPECIALISTS SAP Senior Consultant with 10 years of experience. In the team, she is responsible for logistics, often involved as a Solution Architect or a leading consultant. Jacek Kazimierczyk SAP BASIS Expert Consultant. Hicron operates on many levels: subsequent projects are interwoven with Client support, creating IT solutions and solving problems. SAP BASIS Expert Consultant with 14 years of experience in IT. At Hicron, he deals with the architecture planning, upgrades and SAP systems migration. He is a safety specialist in the SAP systems. SAP Support Manager with 13 years of experience in IT. Former Senior Consultant of SAP BASIS For the last few years dealing mainly with management. Currently responsible for the management of the Application Management Services team and client relations. He supports the sale process and the oversees contracts. Łukasz Malecha SAP Senior Consultant in the area of ABAP technology. In the Application Management Services he is responsible for delivering solutions in the area of SAP system integration and ABAP programming. He is a Leader in the Area of Integration. Tomasz Durczewski Beata JanikMichał Sarna INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 4. SPECIALISTS Jarosław Proskórnicki Jarosław Zdanowski Mikołaj Stachowiak SAP Expert Consultant, 15 years of experience in SAP. Client support in the area of logistics, process planning in particular. Thanks to his experience he can provide support to junior consultants and at the same time he is an excellent programmer. SAP Expert Consultant, 20 years of experience in the area of ABAP technology. As an ABAP Area Leader he is responsible for the support and area - specific development of junior - colleagues. Jarosław Sikora SAP Expert Consultant / SAP Application Service Team Leader with 12 years of experience in SAP and over 20 years in IT systems and infrastructure management. Many years of experience allows him to coordinate the works and execute the services provided by 2nd and 3rd level SAP Applications Support at the highest possible level. SAP BASIS for almost 5 years. At Hicron he deals with SAP HANA and SAP Fiori in the context of technological solutions, implementation and Client support on the Polish and foreign market. Marcin Dering SAP Expert Consultant, 10 years of experience in the area of logistics. On daily basis he delivers solutions for automotive industry, in particular the warranty issues (WTY). INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 5. As a part of our new strategy and the shift to the agile management methods, we have combined two departments: SAP BASIS and application service SAP into one team: Application Management Services. It comprises the following units: • Dispatching • 1st level support • 2nd and 3rd level SAP Applications Support • 2nd and 3rd level BASIS Support The teams structure has been created on the basis of our consultants’ experience and competences, which makes the work much more smooth and more effective. The dedicated levels of support guarantee that the reports are handled by consultants with respective sphere of competence. STRUCTURE APPLICATION MANAGEMENT SERVICES DISPATCHING 1ST LEVEL SUPPORT Dedicated support team SAP APPLICATIONS TEAM: SAP BASIS: 2nd level BASIS support 3rd level BASIS support 2nd level SAP Applications Support 3rd level SAP Applications Support INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 6. 2ND AND 3RD LEVEL SAP APPLICATIONS SUPPORT 2ND AND 3RD LEVEL BASIS SUPPORT This team comprises experienced consultants. Its main task is to react to emergency cases and implement more or less significant changes in the SAP systems. The consultants are responsible for solving the problems which interfere with smooth execution of business processes and developing new functionalities in the Clients’ systems. An equally crucial part of their work is the direct support of the Clients’ end-users and preparation and running of trainings and workshops. This team focuses on activities under the contracts for SAP systems administration. Their tasks are the following: trouble-free maintenance of the systems (production and support systems) and reaching the highest yearly system availability factors, keeping the expected efficiency and stability at the same time. The consultants also provide analyses and change recommendations for the SAP systems’ architecture. All this allows us to support Hicron’s Clients in a proactive way. STRUCTURE DISPATCHING 1ST LEVEL SUPPORT This team is responsible for initial verification of reports. The main task of the dispatchers is to complete the missing information in the Clients’ reports and to verify their types. The dispatching team takes part in handling of the reports of the highest priority by supporting the consultants and enhancing the whole process, mainly through communication with the Client and coordination of tasks. This team oversees the full cycle of a report’s life, from its occurrence to its closure. This team comprises BASIS consultants and module consultants. Their work is about handling repetitive reports and solving tasks regarding basic configuration and monitoring the Clients’ SAP systems. They also deal with change requests (CR) which are modifications in processes currently used in SAP systems. INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 7. SAP APPLICATION SUPPORT SAP SYSTEMS ADMINISTRATION INCIDENT MANAGEMENT ensuring the continuity of our business Clients’ key processes PROBLEM MANAGEMENT access to knowledge database and elimination of the incidents’ causes - Root Cause Analysis CHANGE MANAGEMENT implementation of new solutions and on-going work optimisation PROCESSES BASED ON THE WORLD’S BEST PRACTICES - ITIL SERVICE REQUESTS support for our Clients in the area of consulting, workshops and SAP system end-user support 12 62 CERTIFICATES ITIL CERTIFICATES IN THE AREA OF SAP CERTIFICATES: ENVIRONMENT SAP HANA SAP SAP HANA ORACLEIBM DB2IBM DB2 SAP MAXDB SAP ASE MS SQL SERVER Services packages based on many years of experience A proactive mode of executing the services, constant monitoring, planning and execution of the typical periodic works Available packages: Platinium - a package dedicated to companies which want to grant full responsibility for the SAP system maintenance to external specialists Gold - package dedicated to companies which have their own IT department and the external support is only additional Flex – package dedicated to companies which require and individual approach All the changes are introduced via administrative windows established with the Client, so that the influence on the key business processes and their availability is significantly 80 60 MS WINDOWS SERVER SUSE LINUX REDHAT LINUX IBM AIX INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 8. HICRON SYSTEM MONITORING TOOL SAP MAINTENANCE Proactiveness: collection of information about potential threats Comprehensiveness: system monitoring on many layers: SAP, database, operating system Availability: high system availability factor for business Reporting: generation of cyclic reports regarding the work of the systems Optimisation: quick handling of incidents and reports Integration: automatic reporting in the Hicron Service Portal A service offered in two models: as a part of the SAP system administration contract as an independent service HaaS (HSMT as a Service) Stability: maintaining efficient and continuous work ofthe SAP systems 1st and 2nd level of support for solving problems reported as errors in the SAP standard Access to the latest updates and new versions of the SAP system Access to reports and analyses regarding the efficiency, effectiveness and safety of the system - EWA reports (SAP Early Watch Alert) Hicron as a Golden Partner SAP Poland Hicron as a Maintenance Partner with the PCoE certificate Optional models of support to choose: SAP Standard Support or SAP Enterprise Support Additional services as a part of SAP Enterprise Support Academy: Expert Guided Implementation (EGI) Accelerated Innovation Enablement (AIE) Meet the Expert (MTE) Guided Self-services (GSS) INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 9. 8 years of experience in the market of SAP system support Dedicated team of consultants with many years of experience Average experience in the teams is 6 years High standards and support processes based on ITIL practices Customer care in four languages (Polish, English, German and Russian) Over 60 consultants in the Application Management Services Flexible method of settlement for the service contracts 3 locations in Poland (Wrocław, Poznań, Warszawa) 34 service Clients all over the world Wide portfolio of Clients from different industries HICRON AS YOUR SERVICE PARTNER? INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 10. We build long-term relationships and support our Client’s business in order to help them to gain the competitive advance as much as we can. According to Technical Supremacy, we aim at perfection in every area, that’s why we try to carry out the tasks entrusted to us as best as we can. A CLIENT-ORIENTED APPROACH QUALITY We believe in what we do, that’s why we commit our all talent, skills and persistence in reaching the goals. COMMITMENT TRUST This is the foundation of our activities: we keep our duties and communicate in an open and honest way. RESPONSIBILITY We can foresee the consequences so we are always trying to be one step ahead. All this is to guarantee the minimum amount of risk and to be able to fulfill our obligations. HICRON'S VALUES INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 11. REFERENCES THEY TRUST US: We require our service partner to provide experienced consultants, competence in the development works carried out in our SAP system and flexibility in case some on-site work in our headquarters needs to be done. Taken all our requirements into account, Hicron’s service offer was unbeatable. Having our deepest appreciation for Hicron’s work, we have decided to prolong our cooperation and entrust our ERP environment at Play to their team. Meeting the SLA requirements, high efficiency and availability of their systems, but also professionalism and full commitment in the development of the SAP environment allow us to operate smoothly in our core business area without making unnecessary investments in some niche competences; and all this thanks to delegating this task to specialists at Hicron. MAREK SIKORSKI Head of IT Department at Fabryka Mebli Biurowych MDD Sp. z o.o. TOMASZ BANDURSKI Head of the ERP System Team at Play INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS
  • 12. CONTACT CONTACT DETAILS If you would like to receive more information regarding our services, contact us at: Hicron Sp. z o. o. ul. Gwiaździsta 62 53-413 Wrocław +48 71 77 60 300 +48 71 77 60 333 hicron@hicron.com www.hicron.com INTRODUCTIONSPECIALISTSSTRUCTUREHSMT/MAINTENANCEHICRONREFERENCESAPLICATIONSERVICE/BASIS