SAP Application Management Services
Help Desk Support
We offer 24/7 helpdesk support that can provide the following services :
Dispatcher: Management of workflow related to problem receipt, validation, and assignment in strict adherence to agreed SLAs.
Level 0 support: Addressing basic level user queries, password resets etc.
Coordination: For major incident management, change management, reporting, out-of-office hours support and rotation
The helpdesk is facilitated through the following tools/infrastructure:
- Problem management tools
- Dedicated telephone and fax lines
We systematically transition services from client’s current set-up to our support team. At this stage we start by assessing client’s support needs in detail. These findings are used to craft a detailed plan for service transition, knowledge transfer, setting up support framework, service windows, cutover and to subsequent steady-state support. We facilitate these activities through our tools and templates that incorporate best practices to minimize risks and accelerate the transition.
At this stage we focus on activities related to ongoing support of client’s SAP system. The activities involve service planning, and monitoring and controlling to ensure service delivery as per agreed SLAs. Use of a standardized ‘Ticketing’ tool helps clients get an objective view into Service Delivery.
Service windows are calibrated based on client needs, be it 24×7, 2 shift x 5 days, 1 shift x 7 days supporting manufacturing locations, etc.
Prioritizing tickets based on agreed SLAs, adhering to response time commitments, clear escalation matrix helps us deliver maximum SAP through put to clients.
Regular reporting on status of tickets, monthly status reporting and quarterly service review/ planning meetings keeps both client & our teams on the same page.
Through the engagement we work with the client team to identify business challenges that require solutions to extract more value from SAP. The focus is always on continuous improvement to enhance value and maximize returns on client’s SAP investments.
Once the service delivery settles, we focus on activities related to achieving service improvement. Target areas for such activities are expected benefits related to cost, efficiency, system performance and stability, solution alignment to business need. You can expect systematic root cause analyses leading to elimination of recurring problems, application of preventative measures such as proactive monitoring, optimization of SLAs in response to increased proficiency of our team through long-term association. As a result of such activities we see continuous improvement as outputs from this stage.
We also include minor and major enhancements across all SAP functions. Specific/ad-hoc requirements arising out of major enhancements, period/year end activities, archiving activities, system integration, consolidation, and role-based training.
We will be happy to help you know more about our services.