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After The Go-Live Strategies for Ongoing Support and Process Improvement

Once the implementation team leaves, the challenges of providing ongoing support for SAP software can be daunting. This is especially true for companies with limited internal staff, particularly in light of the mobility options integrated within
ERP functionality. Learn about options and strategies for success in providing all aspects of ongoing support.

Speakers: Alyson G Fisher, Jody Derick

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After The Go-Live Strategies for Ongoing Support and Process Improvement

  1. 1. “ACCESS”ing Your SAP Security Data BITI7186 Dennis A. Dargel - Senior Solution Architect / Manager Capgemini After the Go-Live: Strategies for Ongoing Support and Process Implementation Session ID# 6523 Jody Derick and Alyson Fisher Capgemini America, Inc.
  2. 2. Presentation slides for all ASUG Annual Conference sessions can be found at: http://bit.ly/asug17slides Presentation Materials
  3. 3. Take The Session Survey: Be sure to complete the session evaluation on the SAPPHIRE NOW and ASUG Annual Conference mobile app. Earn 25 ASUG Hub Club points for each evaluation submitted. Redeem in the ASUG Hub on the show floor Download the app from iPhone AppStore or Google Paly
  4. 4. Learning Points  Application Support Models – Not one size fits all  Roles, Responsibilities and Skillsets for ongoing support and improvement  Key strategies for supporting the current and future SAP landscape
  5. 5. Agenda 05 0401 02 03 Introductions Application Support Models Roles, Responsibilities and Skill Sets Strategies Summary
  6. 6. Introductions  Over 20 years implementing and supporting SAP Supply Chain  Sectors – Public Sector, High Tech, Energy, Chemicals, Consumer Products  Currently: • Account Lead, SAP Support Center, Capgemini Jody Derick  Over 20 years implementing and supporting SAP Financials  Sectors – Security Services, Telecommunications, Consumer Products, and Energy  Currently: • Account Lead, SAP Support Center, Capgemini Alyson Fisher 01
  7. 7. Introductions About Capgemini With more than 193,077 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2016 global revenues of EUR 12.5 billion (about $13.3 billion USD at 2016 average rate) Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com. Rightshore® is a trademark belonging to Capgemini 01
  8. 8. Introductions SAP Support Center  The SAP Support Center is a team of highly experienced consultants providing functional support and business process design.  Our depth of experience in support, business processes and SAP skills provides our clients with the leadership and expertise to develop their internal processes and guides them towards a better return on their investment.  Our focus is on small/medium size companies who want to outsource the entire SAP support or supplement their internal team. Our team is located in the US and India, and we provide mainly remote services to reduce travel expenses and our corporate carbon footprint. 01
  9. 9. 02 Application Support Models One size doesn’t fit all Internal Support Team External Staff (FTE’s) Internal Support Team Internal Support Team Remote Shared Support External Application Management
  10. 10. What are your needs Basic Support  Break Fix  Answering Questions  Training  Monitoring  Functional  Development  Operational  Support packs and Upgrades But it isn’t just about support…  Process Improvement  Options for solving business problems  Taking advantage of latest technology  New Functionality  Defining the Roadmap for your Company 02
  11. 11. Roles and Responsibilities Roles Management & Governance  Funding  Resource availability  Vendor management  Set priorities Technical  Configuration  Development  Technical (Basis) Support  Mobility, Portal, Fiori, Personas Business Alignment  Process management  Project management  Analysis  Project resource management Application Administration  Transports  Security  Patch management  Change management 03
  12. 12. Roles and Responsibilities – who does what Roles: Internal External Joint Management & Governance  Funding  Resource availability  Vendor management  Set priorities Technical  Configuration  Development  Technical (Basis) Support  Mobility, Portal, Fiori, Personas Business Alignment  Process management  Project management  Analysis  Project resource management Application Administration  Transports  Security  Patch management  Change management 03
  13. 13. Skill Sets New SAP Solutions require different skills  Portal  Business Objects  Fiori  Personas  SuccessFactors  S/4Hana  ECC Modules Integration  Web Services  JAVA  Business Objects  HANA Database  Fiori app development  Personas development  SuccessFactors Certification 03
  14. 14. Strategies  Questions to Ask: • How big is your organization? • How is your organization structured? • What skills add value for the long term? • What are you looking for – break fix or implementation? • What is your organization’s long term strategy, and how can your SAP system enhance that strategy? • What is the organization’s culture for internal vs external resourcing? • What is your budget? How much are you willing to spend? 04
  15. 15. Strategies In-house Investment OrganizationSize External Application Management Internal Support Team Remote Shared Support Internal Support Team External Staff (FTE’s) Internal Support Team 04
  16. 16. Strategies Support Model Pros Cons Internal Support Team  All skills are in-house  New/Niche skills require investment  Difficult to cover the complete solution Internal Support Team with Staff Augmentation (FTE’s)  Majority of skills are in-house  External resource is dedicated  Limited flexibility if support needs change Internal Support Team with External Shared Services  Flexibility to meet changing support needs  Niche skills as needed  Resources are shared External Application Management  In-house skills are not needed  Industrialized best practice solutions are provided  No in-house skills are developed 04
  17. 17. Strategies  What should you look for in an external support partner: • Someone experienced in working with your business size • Onshore vs Offshore support o Understanding Pricing vs Service model tradeoffs o What services are provided onshore o How are offshore services structured (pooled vs dedicated) o What level of support do users need in what time zone • Support hours o Mornings vs Business Hours vs 24x7 • New offerings require additional skills o Resource development strategy o What niche skills are available and how experienced o How much time is needed for the skill set • Flexibility of the contract to adjust to support needs 04
  18. 18. Summary  There isn’t one support solution that fits all companies  Organization size and willingness to invest in internal resources matters  Objectives of the organization are a factor  Roles, responsibilities and required skills can be met by combining options 05
  19. 19. Presentation slides for all ASUG Annual Conference sessions can be found at: http://bit.ly/asug17slides Presentation Materials
  20. 20. Take The Session Survey: Be sure to complete the session evaluation on the SAPPHIRE NOW and ASUG Annual Conference mobile app. Earn 25 ASUG Hub Club points for each evaluation submitted. Redeem in the ASUG Hub on the show floor Download the app from iPhone AppStore or Google Paly
  21. 21. Thank you for attending my session! For questions, contact us at: Jody.derick@Capgemini.com Alyson.fisher@Capgemini.com Don’t forget to fill out the Session Evaluation on the Mobile App! After the Go-Live: Strategies for Ongoing Support and Process Implementation Session ID# 6523 Jody Derick and Alyson Fisher Capgemini America, Inc.
  22. 22. Follow Us Thank you for your time Follow us on at @ASUG365

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