ITChamps - Application Management Services

info@itchamps.com | www.itchamps.com
© 2015 ITChamps Software Private Limited
We add WORTH to IT
1
SAP Application
Management Support

About ITChamps
2© 2015 ITChamps Software Private Limited
LeadershipSenior management
with experience of
maintaining 85+
Fortune 500 clients
across the globe
Experienced team with
experience of managing
operation of 20K+
people
Process
Defined process to
deliver with committed
SLAs
Robust quality
management system
Technology
SAP, Ariba, Success Factor,
Fiori, HANA
ERP, CRM, SRM, SCM,
HCM, EPM, WM, Supply
Chain (Functional &
Domain)
ABAP, BASIS, GRC, NW,
BI/BO, EP, MDM, SolMan,
BPC (Technical)
iOS, Android, Windows,
HTML 5, Web UI, Silver
Light, Dot Net, Java, C, C++
10 Years of Exclusive SAP Implementation and Support
IP Solution for enabling fully integrated SAP implementation
Business continuity center in Bengaluru
SAP eAcademy – Mysore (Gokulam)
Key Highlight
 One of the first partners in India for ‘Partner Managed Cloud’
offering of SAP.
 Member of ‘Extended Business Member’ program
 Best Partner of the Year – 2013 by SAP
 SAP Authorized Education Partner
 Worked for large implementation as a part of SAP India and SAP
GD teams with 100% success rate on all the engagement
 HCM and ECC Centre of Excellence

Core Offerings
Core Services
New implementations & support, Resource Consulting, Offshore implementation & support
Extended Services
Custom Enhancements, New roll-outs, Offshore function & Technical support, Onsite support for
training & documentation
Advanced Services
SAP system audit, Upgrade assessment & planning, Centers of Excellence, On-demand solutions, Cloud
solutions
Strategic Services
SAP unlock services, Self services solutions on-demand (iEmpPower), Continuous business process
improvements, Fast-track solution consulting
© 2015 ITChamps Software Private Limited 3

SAP AMS Services
ITChamps Approach for SAP AMS

Helpdesk Introduction
Help Desk is an integral part of the Operationalize phase of the
ITChamps’ AMS methodology
ITChamps’ AMS Methodology overview illustrated below
5© 2015 ITChamps Software Private Limited

Key objectives in Establishing Helpdesk
The objective in setting up a Helpdesk is to ensure a
fully integrated Customer Relationship Management
system interfacing the customers and the support
team.
Single point of contact for the customers to ensure
appropriate and quick routing of the issue.

Understanding
Service Level Matrix
Severity Level Matrix
Responsibility Matrix
Ticket Life Cycle process and procedures
Activities & Responsibilities
Ticket Management
Calls Handling
Reports Management

Service Level Matrix
Service Level Matrix includes following levels of a ticket life cycle:
Acknowledgement Time
Response Time
Resolution Time

Severity Level Matrix
Severity Level Matrix includes following levels of Measurement
Urgent
High
Medium
Low

Responsibility Matrix

Ticket Management
Monitor ticketing tools and queue for new tickets
Classify new tickets according to guidelines and transfer to
appropriate support team member
Alert support team member as necessary (based on priority of
ticket)
Monitor and track ticket’s status changes and their SLA
deadlines
Follow up and alert support team / Manager on SLA deadline
maturity and ensure SLA is adhered

Call Handling
To ensure Helpdesk as Single Point of Contact for Customers
, Helpdesk is installed with the dedicated Toll free number
and VOIP phones.
The Toll free number is circulated to the customers so that
customer can dial the toll free number and reach one of the
Helpdesk agent available in the shift.
Helpdesk operates and ensures 24/5 support availability over phone
Helpdesk ensures the caller (Customer) to respond promptly
Helpdesk ensures appropriate and immediate routing / action on calls
received
Helpdesk ensures calls are answered within 3 rings

Reports Management
Helpdesk is responsible in generating various reports for
the project and the management “major reports are as
listed below”

Infrastructure Set up
Dedicated Toll free Number
Dedicated VIOP Phones
Access to Client’s Ticketing Tool
Access to VPN (Based on Client Set up)

Value Proposition
Challenges for CIOs
with in Maintaining
Enterprise Application
Financial Challenges
Quality Assurance
Challenges
Minimizing Risks
Unlocking Value
• Global Delivery Model enabling
increased offshore leverage
• Flexible engagement models
• Reduced Year-On-Year Cost
• Predictability of Cost
• Highly skilled SAP resource pool
• Center of Excellence Team for QA
• Tools and Accelerators & Knowledge
Database
• Improved End User Satisfaction
• Ensuring consistent, acceptable levels of
service delivery
• Getting Access to scalable resource pool
• Truly collaborative approach
• Flexible and Transparent Pricing
• Robust Governance Structure
• Maintaining High Business Continuity
• Preserving Operational Control
• Ease in Contract Management
• Targeted Continuous Improvement
Program
• Knowledge, retention & Application
• Virtual Extension to your IT
• Driving tangible business improvements
• Re-Focusing valuable internal resource
upstream.
ITChamps SAP AMS
Delivery Values Delivered

Case Reference
SAP AMS Cases

ITChamps Support Customers
Customer Name About the Customer ITChamps Solution Values Delivered
Darshan Flexibles
Pvt. Ltd.
The client is into package
designing, multicolor rotogravure
printing, solvent based & solvent
less lamination, slitting, pouching
& contract packaging
• Custom transactions built for
production order creation &
confirmation
• Additional reports
developed for consumption
& wastage of raw materials
by Production Order and
Work centers
• Simplified Process for end
users & easier training of
new users
• Rapid time to value
• Accountability & Traceability
of raw materials and
consumables
Automotive Axles
Limited
Client manufactures drive axles,
non-drive axles, front steer axles,
specialty & defense axles and
drum & disc brakes
• Bar code integration from
third party toll which was
user during implementation
to complete the end-to-end
solution in SAP
• Serial Tracking for Batches
enabled in SAP
• Consolidation disparate
systems eliminating
duplication of effort &
manual reconciliation
Karpus Exports
The client is leader in trading
fruits and flowers
• Built custom transaction for
root sales
• QR Code integration with
inventory
• Simplified Process for end
users & easier training of
new users
• Accountability & Traceability
of raw materials and
consumables
• Rapid time to value

ITChamps Support Customers
Customer Name About the Customer ITChamps Solution Values Delivered
Bhoruka
Extrusions Pvt.
Ltd.
The client is the leader in
aluminum extrusions.
• Redesigning of Roles &
Authorization Matrix
• Custom report for
reconciliation of difference
between finance book value
and inventory
• Better Compliance to
statutory compliance
• Accountability of raw
materials and consumables
EntellCad
Engineering
Design and manufacturer of all
kind of gears, gear boxes and
transmission equipment and
spares.
• Created new movement
types for better traceability
of Sub-Contracted Materials
• Improved Operational
Efficiency

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Sale & Marketing Enquiries: sales@itchamps.com / marketing@itchamps.com
Job Enquiries: jobs@itchamps.com
General Enquiries: info@itchamps.com
Training Enquiries: education@itchamps.com
www.itchamps.com
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HEAD QUARTERS
No.219/1 , Hebbal Industrial Area
Belavadi Post,
MYSORE - 570018, KA, INDIA
Tel: +91-821-2402600
DELIVERY CENTER
No.734 , 22nd Main, 12th Cross,
J.P Nagar 2nd Phase,
Bangalore – 560078, KA, INDIA
Tel: +91-8026499044
SAP AUTHORISED EDUCATION CENTRE
ITChamps Software Pvt. Ltd.
#405, Contour Road, Gokulam 3rd Stage,
MYSORE – 570002, KA, INDIA
Tel: +91-821-4267899

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