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Service Delivery Model


Proposal

Triangle Consulting Moscow, 2011

We dont promise We assure

Agenda

Integration model
CG<->Triangle Integration Model

Service Processes and Levels of Support

Incident Management Service Request Management

Change Management

2011 Triangle Consulting - All rights reserved

TR<->GC Delivery Model Integration


0 level support 1st level support 2nd and 3rd level support
CG SAP AM Support Team

4th level support

TR

CG SAP AM User Support

Trial Period: SAP coordinators

SAP End Users

Front Office RU
Kesko Russia On Site Support

Special expertise and 3rd party support

TR
Request log Functional Support RU

2011 Triangle Consulting - All rights reserved

Service Processes and Levels of Support

Level 1 Level 2 Level 3 Level 3 Fix T&M


Incident Management

Service Request Management

Change Management

2011 Triangle Consulting - All rights reserved

Agenda

Integration Model Incident Management


Overview Delivery Model Key digits

Service Request Management


Change Management

2011 Triangle Consulting - All rights reserved

Incident Management
Overview

Goals
Restore Service as soon as possible Decrease business impact of incident to decrease priority

Resources
RU\EN speaking front-office 24x7 4 FTE with SAP competence 8x5 18 consultants on call 24x7 Fixed Price

Management
office hours: Service Support Manager non-office hours: Duty Incident Manager (role, not person)

2011 Triangle Consulting - All rights reserved

Incident Management
Delivery Model
Service Delivery model Users - extra details - acceptance Service Control & Escalation Model Customer Incident Manager - escalation - IM performance review

- new requests - phone / mail

Incident Management
Triangle Service Support Manager - or Duty Incident Manager
(night/weekend/holiday) (office hours)

Triangle Support Front-office is single point of contact for users identifies user, priority checks if non-SLA identifies resolution team translates RU<->EN for CG transfer non-local incidents Cap Gemini Support

Basis/Hosting Supplier Incident Manager

escalation Cap Gemini Service Manager

Incident Management
Triangle Functional Support - office hours + on-call - functional competence

SAP CIS Partner Manager

transfer project incidents Basis/Hosting Supplier Service Desk


7

CapGemini Project Manager Managers Incident

SAP CIS Service Desk

Project Project teams teams

2011 Triangle Consulting - All rights reserved

Incident Management
Key Figures
Users

SLA
Incident priority 1 Top 2 Max resolution time 6 hours 2 work days

Triangle Support Front-office Speaks EN/RU 24x7 closes 15% calls (non-SLA, FAQ, duplicate etc) SLA: 0,5 hrs to assign top prio incident

3
4

5 work days
10 work days

Incident Management
transfer non-local incidents Triangle Functional Support SLA: 5,5 hrs to solve top prio incident 4 FTE, MSK office hours 18 consultants on-call 24x7 Cap Gemini Support

Hosting, Basis, Vendor Hosting, Basis, SAP CIS Service Desks Service Desks

transfer project incidents

Project Project teams teams

8 2011 Triangle Consulting - All rights reserved

Agenda

Integration Model Incident Management Service Request Management


Delivery Model Key Digits

Change Management

2011 Triangle Consulting - All rights reserved

Service Request Management


Overview

Goals
Handle service requests and deliver user support

Scope
End-user support

Resources
4 FTE with SAP competence 8x5 18 consultants available on demand 8x5 Fixed price

Management
office hours: Service Support Manager non-office hours: Duty Incident Manager (role, not person)

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2011 Triangle Consulting - All rights reserved

Service Request Management


Delivery Model
Service Delivery model Users - extra details - acceptance Service Control & Escalation Model Customer Service Control Manager - escalation - performance review

- new requests - phone / mail

Service Request Management


Triangle Service Support Manager - or Duty Incident Manager
(night/weekend/holiday) (office hours)

Triangle Support Front-office SPOC for customer identifies user, priority checks if non-SLA checks if FAQ identifies resolution team translates RU<->EN

Service Request Management


Triangle Functional Support - office hours + on-call - functional competence

transfer non-local incidents Cap Gemini Support

escalation

Cap Gemini Service Manager

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2011 Triangle Consulting - All rights reserved

Service Request Management


Key Figures
User

Triangle Support Front-office 8x5 EN/RU speaking closes 15% calls (non-SLA, FAQ, duplicate etc)

Service Request Management


Triangle Functional Support SLA: 5,5 hrs to solve top prio req 4 FTE, MSK office hours 18 consultants on-call 24x7 transfer non-local service req

Cap Gemini Support

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2011 Triangle Consulting - All rights reserved

Agenda

Integration Model Incident Management Service Request Management Change Management


Overview Delivery Model

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2011 Triangle Consulting - All rights reserved

Change Management
Overview

Goals
Deliver changes in smooth & controlled manner

Resources
Office hours only 4 FTE with SAP competence 18 consultants available on demand T&M pricing

Management
Service Support Manager

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2011 Triangle Consulting - All rights reserved

Change Management
Delivery Model
Service Delivery Model
Customer representatives - new RFC idea - approved RFC - clarify details - planning - acceptance Service Control & Escalation Model Customer Change Manager - escalation - performance review

Triangle Support Front-office - register ticket - assign team - office hours MSK

Change Management

Change Management
Cap Gemini approval

Triangle Service Support Manager - or Duty Incident Manager


(office hours)

Basis/Hosting Supplier Change Manager

(night/weekend/holiday)

Triangle Functional Support - conduct change - test in dev & quality systems - prepare documentation

- escalation

Hosting, Hosting,Basis, Basis,Vendor SAP CIS Service Desks Service Desks

Cap Gemini Service Manager

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2011 Triangle Consulting - All rights reserved

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