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July 2, 2007





5. VERTICALS Addressed By SAP Competency

SAP Offerings & Strengths

Maventic combines its C-ASAP methodology with experience in many Enterprise Application projects to offer a comprehensive suite of SAP
services like

MySAP Business Suit Implementation including new implementations and Implementation of new Dimension Modules Like
CRM,SCM and APO,BI-BO,PLM,SEM and SRM with strong focus on Netweaver Components like XI and BI-BO


RICE (Reports, Interfaces, Conversions & Extensions) development.

SAP Release Upgrades including technical upgrades and functional upgrades.

Offshore SAP Support covering help desk, functional and technical areas.

SAP Professional Services: Experienced SAP consultants for various SAP related engagements.

Add-On Module development to address specific Industry Value Chain.

Program Management, Functional and Technical Consulting.

Regardless of how well an SAP implementation or upgrade is carried out, the resulting solution has to deliver business value for the customer. It
is in this context that our approach of working with our customers as partners, rather than as one-time vendors, is a key differentiator because
benefits of a typical SAP initiative accrue over a very long duration, far longer than the duration of the implementation or upgrade project. This
approach helps us work closely with our customers across the entire life expectancy of their SAP solutions in order to identify areas for business
improvements and benefits.
Our approach is backed by the right mix of people, process, technology and infrastructure.
We attribute our success in the SAP space to the following strengths:

An implementation methodology (C-ASAP) that supplements SAPs Accelerated SAP (ASAP) methodology at its core with Maventics
expertise in dual-shore delivery model, change management, risk mitigation and audit, in order to deliver high-quality SAP
implementations at significantly reduced costs.
Availability of a core team of consultants with excellent SAP consulting and project management experience and ready access to highend, project-specific SAP skills through pre-existing agreements with a network of SAP resource providers.
Proven experience in delivering several ERP projects through our innovative Dual-shore Delivery Model, which helps drive costs
down without compromising quality or robustness of delivery.
Time-to market and cost advantages in custom developing add-on solutions over an SAP R/3 backbone using our Solution Blue-Print
application development framework.
An open corporate culture that makes us big enough to deliver and small enough to care.

Implementation Methodology

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Maventic combines its proprietary C-ASAP methodology with its experience in Implementing many SAP to offer a range of SAP implementation
services that includes new implementations, RICE (Reports, Interfaces, Conversions & Extensions) development, program management,
functional and technical consulting. The C-ASAP methodology supplements SAPs Accelerated SAP (ASAP) methodology at its core with
Maventics expertise in dual-shore delivery model, change management, risk mitigation and audit, in order to deliver high-quality SAP
implementations at significantly reduced costs. C-ASAP enables us to engage all levels of the customer organization, from executive sponsors to
end users, thereby creating a pull from the organization as opposed to a push from the program team. The value-added elements of the CASAP methodology are described below.

Dual-shore Delivery Model

The Maventic dual-shore delivery model works by breaking down a project into various phases, and selecting the physical location for the
execution of each phase in such a manner that time-to-market is reduced, quality is maintained (if not improved) and costs are brought down.
In addition, splitting the project team into onsite and offshore teams working at different time zones reduces the concurrent user load and offers
an opportunity to bring down costs by way of reduced network bandwidth and configuration requirements of sandbox, development and QA
servers. We have used this model successfully in several custom development and package implementation projects. In the specific context of
an SAP implementation program, Realization phase activities like R/3 configuration and development of Reports, Interfaces, Conversions and
Extensions (RICE) offer an excellent opportunity to adopt offshore delivery.
Our SAP dual-shore delivery model is illustrated in the following diagram.
Dual-Shore Delivery Model

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The onsite and offshore facilities are connected through appropriate WAN links, which enable the onsite and offshore facilities to function as a
single virtual unit. Besides supporting voice communications, these links also serve as the channel for transporting scripts, reports and code
between the two facilities.
Maventic has appropriate business continuity processes in place, including backup delivery centers in China and Singapore, to mitigate the
various perceived risks of offshore delivery (power failures, natural calamities, geopolitical risks etc.) and thereby ensure uninterrupted delivery
to customers worldwide.
Change Management
For large and complex projects, we will include change management experts in our implementation team. We suggest methods like training,
communication and team building workshops to bring about change management. It is also important to convey a clear vision of the rationale
for the program and its benefits to a broad spectrum of employees to facilitate smooth change management. Maventic will work closely with the
customers project management team in providing themes and content for such communications and workshops. For SAP product training, we
shall follow the training guidelines provided in the ASAP methodology. During the Business Blueprint phase, the To-Be processes will be
finalized. During the Realization phase, the individual processes in various modules will be tested with the super users and, simultaneously,
training material for the end-user training will be prepared. The end-user training will be done during the Final Preparation phase as per the
standard ASAP methodology. Our delivery will include a training framework that comprises of an assessment of training requirements, a detailed
training plan and training curriculum. We will develop training manuals and conduct training in accordance with the training plan.In addition, we
will leverage our position Knowledge Management Practice to develop a KM framework and carry out complete knowledge transfer of the
implementation program to the customers key user teams. This would ensure continuity in operations once the implementation is complete.

Risk Mitigation
Through our experience, we are familiar with the risks inherent in a typical SAP implementation program, including resistance to move away
from existing point applications that are tailor-made for the respective area of operations, tendency to modify the standard SAP solution,
resource contention due to other customer projects running concurrently, attrition of staff, and so on. Our methodology provides for the
following risk mitigation measures: Involvement of key business users right from the design stage. Design and execution of an effective
communications strategy that conveys the benefits not only to the overall organization but also to the respective operating units of moving from
multiple point solutions to a single, enterprise-wide integrated SAP solution. Routing any deviations from the standard SAP solution (i.e.change
requests) through the Project Steering Committee for approvals, and using our SEI-CMM Level 4 certified processes for systematic processing of
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the approved change requests.

Continuous interaction with the executive sponsors to ensure that adequate customer resources continue to be dedicated to the SAP program
despite contention from other projects that might be running concurrently in the customer organization. Control and management of employee
attrition through an organizational culture that facilitates free and fair communications, progressive HR policies like job rotation and
performance-based compensation, and, above all, a management philosophy that recognizes that people are our greatest asset. In addition, we
deploy a central pool of buffer resources to work closely with the core team. These "buddies" are equipped to take over from members of the
core team in the event of unexpected attrition.

Our methodology leverages our years of experience in the CMM model and includes audit-related activities in the following areas.
Preparing and tracking versions of the Project Plan.

Estimating the project team size and skills requirement.

Gap Solutions custom development and handling of change requests.

Documentation preparing and tracking revisions.

Customer complaint resolution.

Maventics C-ASAP methodology combined with our deep ERP implementation expertise and access to a high-end resource pool, enables us to
offer comprehensive SAP implementation services for both plain vanilla projects as well as for large and complex programs.Maventic offers
offshore support for existing SAP installations. We supplement standard support methodologies with our expertise in the dual-shore (onsiteoffshore) delivery model and SEI CMM Level 5 certified quality processes to deliver reliable and cost-effective support solutions to SAP
Scope of Support
The scope of support includes:

Help Desk Support

Functional Support, and

Technical Support
The typical activities involved in an SAP support project are listed below.

Version upgrades are normally undertaken as separate engagements and are therefore excluded from the scope of a support project.

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Call Levels
Calls are classified into the following levels:

Level 1: Receiving and logging a call / ticket with the Help Desk.

Level 2: Analysis of an inquiry or a problem by reference to technical documentation, and resolution of the same without any
change to the application code. These calls can often be closed by clarifying the procedure for using a pre-existing functionality to
the end user. Repeated occurrences can be minimized through additional end user training.

Level 3: Analysis and correction of a fault by examination and possible change to the application code, interfaces or operating
system. These calls occur due to defects or limitations in the existing installation.

Level 4: Analysis and correction of a fault, which has not been corrected by Second or Third Level Support and which has need of
specific application knowledge, or which requires recourse to an external agency (viz. SAP) for more detailed assistance or change
to the application code, interfaces or operating system. A bug in the SAP base product is one situation that will result in a Level 4

In some cases, users may be advised to first contact the respective Power Users and/or refer to a Knowledge Management (In Conjunction with
SAP Solution Manager) framework whenever they have an inquiry or face a problem. Calls that are resolved in this process are at Level 0. Calls
that remain unresolved are logged on the SAP Support Center as Level 1 calls.

Support Methodology
Maventic has a well-defined and detailed methodology for designing and delivering SAP support. This methodology is illustrated below.

SAP Support Methodology

Pre Planning
Understanding and defining the expectations of the customer in the areas of
Business continuity
Usage improvement
System administration, and
Transition management.
Defining and signing-off the Service Level Agreement (SLA).
Estimating the team size and the onsite-offshore distribution of the FTEs (Full-time Equivalents) in the Functional, BASIS and ABAP categories.
While broad guidelines from Gartner and others are available to arrive at this estimate (e.g. Number of FTEs = 2.5-4% of the number of Power
Users), we may often need to carry out a ground-up estimation depending upon the specifics of the customer installation such as number of SAP
modules, priority of calls and the response/resolution times stipulated in the SLA, extent and complexity of custom development present in the
solution, and so on.
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Preparation Knowledge transfer regarding the customer-specific SAP installation and support processes in use.
We do the following activities during this Phase

Preparing the Operating Procedure Manual (OPM), based on our study of Business Blueprint and System Configuration documents
generated during the implementation.

Releasing the approved version of OPM as version 1 for the Execution phase.

Installing infrastructure and the necessary support software.

Execution including Transitioning

The actual support provision process commences during this phase, which comprises of the following activities.

Providing support as per the agreed SLA.

Daily review of call status to ensure that the service level conforms with the SLA.
Submission of monthly reports on the project status.

Smooth transitioning from the existing support service provider to Maventic is a very critical aspect of offshore support
provision. We address this by splitting this phase into the following steps / subphases:
Joint execution of all activities at onsite by Maventic and the existing support service provider.
Sole execution by Maventic with most activities being performed onsite, and some activities being shadowed from offshore.
Sole execution by Maventic, with most activities being performed offshore. A small team from Maventic remains onsite to provide comfort feeling
to end-users and to address high-priority calls on an urgent basis.
While the actual activities performed across these sub-phases remain the same, the various entities and touch points differ from sub-phase to
the other. In Step-1, the key entities and touch points will be the customers key users, team members of the existing support service provider,
and the onsite team members of Maventic.
In Step-2, Maventics onsite team will start taking full control of the support process, the role of the existing support service provider will start
diminishing, and activities of Maventics offshore team will kick-in and keep increasing. In Execution-3, the entities and touchpoints remain
unchanged, but the size of Maventics offshore team will increase and that of the onsite team will reduce. The relative durations of these subphases depend upon factors like size and complexity of the installation, end user knowledge levels, and the customers comfort with the offshore
delivery model.

Reviewing the following on a periodic basis:
Level of adherence to SLA metrics
Observations on system usage
Discussion of additional training needs, if any (iv)
Review of operating procedures, if necessary Preparing an action plan to improve the uptime and usage of the system.
Support Execution
Support shall be provided by a dedicated SAP Support Center, which shall be staffed with trained and experienced SAP professionals.
Maventics SAP Support Center will receive Level 1 or Level 2 calls from the customers key users via e-mail, telephone or a contact center
management software tool like Peregrine. On receipt of a request / call, Maventic shall provide the following sequence of feedback:
Initial Response The top of the mind response, given as soon as the call is received. For simple calls, this initial response could lead to
resolution of the call, whereas, for midrange to complex calls, it may turn out to be an acknowledgement of the call.
Action Plan / Workaround The list of activities identified for call resolution, provided after a detailed analysis of the problem.

Resolution Performance of all activities listed in the action plan, so that the call is resolved/ fixed. Once Maventic resolves a call, its closure is
normally the responsibility of the customer.
The support execution process is depicted in the following diagram.
SAP Support Execution

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We are describing below the key entities involved in the support execution process.

Project Management
As head of the SAP Support Center, the Project Manager reviews the call status with reference to the SLA, provides feedback to the user
community on call / resolution trends, areas of improvement in existing user documentation and supplementary end user training requirements.
The Project Management group may also include some Quality Assurance FTEs for assisting the Project Manager
in ensuring CMM Level 5 compliance of the support process.
Help Desk
The Help Desk is responsible for receiving and logging end user calls; it also keeps the end user updated about the status of calls.
At the basic level, a Help Desk is staffed by one or two persons, who receive and log calls in a Help Desk / Contact Center software. Most of the
subsequent activities are automated through the software.
Maventic is exposed to a variety of Help Desk / Contact Center software packages including customers in-house packages, our own in-house
tools and industry-standard products like Peregrine and Remedy. The purpose of all these packages is to establish the Help Desk as the single
window for reporting and tracking calls. Most packages support multiple channels of logging calls such as via e-mail, telephone or entry into a
browser-based form that can be accessed through the Internet. Many of them provide useful reports like Calls by Severity, Actual Resolution
Time vs. SLA, and so on.
Maventic and the customer make the choice of the package jointly during the Pre Planning stage. Large Help Desks, typically those catering to
more than 1000 SAP users, can benefit by having a few lower-cost Support resources. These resources need basic exposure
to the customer-specific SAP solution and user documentation, in addition to knowledge in MS Office products, problem-solving skills, and social
competence (such as customer orientation). With this profile, these Support Resources will be in a position to resolve most Level 1 and Level 2
calls, thereby reducing the number of higher cost Functional, BASIS and ABAP consultants required in the Product & Technology group.
SAP Product & Technology
The Product & Technology group is responsible for resolution of Level 2 through Level 4 calls.
This group comprises of SAP Functional Consultants, BASIS Administrators and ABAP Programmers. All resources in this group come with indepth knowledge and experience in the SAP base product.
By virtue of the knowledge transfer that happens during the onsite phase, they also acquire a deep understanding of custom developments,
reports, screens and BAPI / IDOC interfaces in use at the specific customer site.

Dual-shore Support Model

An SAP site that has crossed 2-3 months after go-live offers tremendous scope for adopting our innovative Dual-shore Support Model, where
several support activities are carried out from offshore.In our dual-shore support model, a Project Manager / Project Coordinator located onsite
manages the Help Desk and the Product & Technology group. The BASIS Administrator and several Functional Consultants, initially located
onsite, move offshore after a certain duration that could vary from 15 days to six months, depending upon the size and complexity of the
installation, end user knowledge level and customers comfort with the offshore support model. The onsite and offshore facilities are connected
through appropriate WAN links, which support voice communications between the onsite and offshore team members and also serve as the
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channel for transporting patches, hot packs and scripts between the two facilities. In effect, the onsite and offshore facilities function as a single
virtual unit.
Maventic has appropriate business continuity processes in place, including backup delivery centers in China and Singapore, to mitigate the
various perceived risks of offshore support provision (power failures, natural calamities, geopolitical risks etc.) and thereby ensure uninterrupted
delivery to customers worldwide.
Our innovative Dual-shore Support Model helps drive costs down without compromising on quality or reliability of the support provision
process. As testimony, we would like quote the example of an SAP support project we have recently executed with over 90% offshore

Quality Assurance
Maventic is the worlds first Enterprise-wide SEI CMM Level 5 Company.
Using our years of experience in the CMM model, we are in a position to add value to the following activities of a standard SAP support program:

Ensuring SLA compliance.

Assessing skills required of support team members.

Handling change requests and custom development.

Preparing and tracking revisions of the Operating Procedure Manual.

Customer complaint resolution.

The maturity of our quality processes can be evidenced in the following section on process documentation and metrics.

SLAs & Metrics

Maventic appreciates that support provision can be reliable and cost-effective only if it is supported by strong processes and metrics.
Our offshore SAP support offering delivers significant cost advantage combined with reliable and process-driven support provision, and helps
SAP users and support providers alike in achieving significant reductions in support costs with no compromises in the quality of support.

SAP Resource Pool

The depth of SAP expertise available in our resource pool enables Maventic to deliver a wide range of SAP services. We have access to a
resource pool of over 150 resources, each having experience of at least three SAP projects. The skills in our resource pool go beyond traditional
SAP modules like SD, MM, FI, CO, PP and include those in SAP New Dimension products like APO, CRM and BW, as illustrated in the following
SAP Resources by Module

in our resource pool include:

Program and project management.
Change management.
Quality management.

BASIS activities like installation, administration and troubleshooting of SAP systems.

ABAP activities like developing complex ABAP/4 Reports (Classical , Interactive and Module Pooling), Batch Data Communication Programs, User
Exits, SAP Scripts and Dialog Programs related to SAP R/3 modules, and In addition to our resource pool, we also have the capability to rapidly
ramp-up for specific engagements.

Verticals Addressed by Maventic SAP Competency

 Automotive and Engineering
 Chemicals and Pharmaceuticals
 Consumer Products
 Apparel Foot-ware Solutions

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 Logistics Services Provider

Hierarchy of SAP Competency

Each Functional and Technical Module of SAP R/3 and New Dimensions including Netweaver and XI is headed by Principal Consultant who
is supported by many

Senior Consultants


Associate Consultants

Industry Vertical Hierarchy

Each Vertical is headed by Principal Consultant who is supported by

Senior Consultant OR Consultant.

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