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    SSTPL Shared Support Desk

    Uploaded by

    Dinesh Kumar
    hj

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    SSTPL Shared Support Desk

    Uploaded by

    Dinesh Kumar
    40 views9 pages
    hj

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    hj

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    40 views9 pages

    SSTPL Shared Support Desk

    Uploaded by

    Dinesh Kumar
    hj

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 9

    SAP Shared Support Desk

    Lower your TCO. Increase your usage, Focus on your core competency.

    SSTPL – SARDA Solutions & Technologies Private Limited


    2nd Floor, Vanijya Bhavan, Raipur, Chhattisgarh, India

    0771-2214350, +919425505314
    Email : [email protected]

    www.sstpl.co.in
    Email: [email protected]
    SSTPL - SAP Shared Support Desk

    Value  Addition  
    Industry Specific Support
    Flexible  Pricing  
    Advantage

    Increased  Responsiveness  

    Remote Yet Local Availability Increased  Scalability  

    Reduced  Overheads  

    Lower TCO Access  to  Industry  Best  Practice  

    Experience  of  SAP  Techno  


    Functional  Consultants.  
    Remote Shared Support

    SSTPL - Sarda Solutions and Technologies Private Limited. 2


    SSTPL – SAP Shared Support Desk

    Benefits to Customer How


    Value Addition Manage Business Results, not SAP
    Remote Shared Support, Lower IT Spend
    Flexibility on Pricing Pay for Use Concept
    Scale up or Lower as and When Required
    Responsiveness L1, L2. L3 support with SLA
    Excellent Online Ticket System
    Scalable On Demand Share Resources
    Onsite As required
    Best Practice Access to pool of talent industry Specific
    Response, Resolution Time Concept

    SSTPL - Sarda Solutions and Technologies Private Limited. 3


    SSTPL – SAP Shared Support Desk

    Few Challenges that this concept will address

      Reduce YoY SAP / IT Spend.


      Maintain Service Levels.
      Model that can be scalable
      Wider access to industry best practice
      Pay per use

    SSTPL - Sarda Solutions and Technologies Private Limited. 4


    SSTPL – SAP Shared Support Desk

    Shared Support Desk – How Does It Work


     A pool of experienced techno   SSTPL will not access the
    functional consultants of production server
    FI,CO,PP,MM,SD,IM,HCM on shared  All the solutions will be provided
    desk. in the sandbox only
     The Customer will be provided with a  Confidentiality
    and Non
    world class Online Issue raising system Disclosure agreement will be
    which will be ticket based. executed
     There would be a response time and  SSTPL will provide a SPOC and
    a resolution time. will expect the same from
     Depending upon complexity of Issue, Customer
    the resolution time will be calculated.  All resolutions will be available
     Customer will be provided solution for the customer as KM and KB
    with screen shots of the probable for all future reference.
    solution.  Supportwill be over internet,
    Skype, TeamViewer
    SSTPL - Sarda Solutions and Technologies Private Limited. 5
    SSTPL – SAP Shared Desk Support

    NO
    Customer SAP Ticket Raised SLA Agreed Resolution Begins Iterations Solution
    YES

    Response Time Resolution Time

    SSTPL - Sarda Solutions and Technologies Private Limited. 6


    SSTPL – SAP Shared Support Desk

    Resolution

    L-3
    L1, L2 & L3 Support Process
    L-2

    L-1
    Problem Statement

    L1 – Simple Ticket
    SLA SLA SLA
    With In With In With In
    L2 – Business Ticket 48 24 4
    Hours Hours Hours
    L3 – Business Stopper

    Problem Solution
    Time

    ©  Sarda Solutions & Technologies Private Limited 7


    SSTPL – SAP Shared Desk Support

    MIS to Calibrate Service Delivery

    Time

    SP
    System

    ©  Sarda Solutions & Technologies Private Limited 8


    SSTPL – SAP Shared Desk Support

    •  Shared Desk to lower Costs.


    Why •  Shared Desk to access best talent.

    •  Resource Management difficult.


    When •  Business Focus is a priority.

    •  Having Business Knowledge.


    Who •  Stability proven

    SSTPL - Sarda Solutions and Technologies Private Limited. 9

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