Professional Documents
Culture Documents
(with box)
Agenda
Integration model
CG<->Triangle Integration Model
Change Management
TR
Front Office RU
Kesko Russia On Site Support
TR
Request log Functional Support RU
Change Management
Agenda
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)
Incident Management
Delivery Model
Service Delivery model Users - extra details - acceptance Service Control & Escalation Model Customer Incident Manager - escalation - IM performance review
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
Incident Management
Triangle Functional Support - office hours + on-call - functional competence
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
Agenda
Change Management
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)
10
Triangle Support Front-office SPOC for customer identifies user, priority checks if non-SLA checks if FAQ identifies resolution team translates RU<->EN
escalation
11
Triangle Support Front-office 8x5 EN/RU speaking closes 15% calls (non-SLA, FAQ, duplicate etc)
12
Agenda
13
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
14
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
(night/weekend/holiday)
Triangle Functional Support - conduct change - test in dev & quality systems - prepare documentation
- escalation
15