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Application Maintenance Services (AMS) |
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ASM Enterprise Application Maintenance Services (AMS) |
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ASM, a pioneer in ERP Consulting, with its vast experience in Enterprise Solutions with its excellent Domain knowledge specific to various Industry verticals has been providing Application maintenance Services on ERP Packages such as SAP, Oracle, JDEdwards, PeopleSoft and Microsoft Dynamics for its global clientele.
Enterprise Application Maintenance Services – Highlights
- Proven Application Maintenance Services to Global SAP & Oracle Customers
- Fortune 500 and Global 2000 Clientele
- Over 2500 Person years of Enterprise Apps Maintenance Experience
- Supported over 50,000 ERP Seats across multiple countries across multiple languages
- Handled and Resolved about 60,000 SAP Support Calls
- Handled and Resolved about 300,000 Oracle Apps & Core DBA Support Calls
- Created Large ERP Knowledge Portals and have developed Role Specific Documentation
- Proven Cost Effective Global Support Delivery Model with Onsite, Onshore, and Offshore Models to suit the Client Support Needs
- Expert pools of qualified technical and functional consultants, business analysts and process consultants, program managers, and solution architects readily available
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ASM Capabilities how will it benefit the Customers?
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Enterprise Application Maintenance Services |
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ASM provides Application Maintenance Services to its Global clientele in all the areas around an ERP such as Application Support, User Support, Operations Support and End user Support through training and Enterprise Knowledge Portals.
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Enterprise Application Maintenance Services Delivery Model |
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Enterprise Application Maintenance Services Transition Methodology |
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Incident Management Process |
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ASM Application Maintenance Services Delivery Model |
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Application Maintenance and Escalation Model |
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Escalation and problem fixing Process for User Issues |
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Support Levels |
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Consolidated Help Desk/ Level1 |
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- Call Handling from the Help Desk
- Log the problem/issue into incident management system and acknowledge the receipt of the incident
- Prioritizing of the issue/call in co-ordination with Support Manager/User
- Routing of the issue to the support Engineer and to the people in the distribution list (Support Lead, Engineer, Support Manager)
- In Toto Raise àTrack à Close
- Responsible for Generation of Statistical Reports like- Number of incidents Application/Module wise, priority wise and resolution statistics
- Resolution of issue by correlation of event with the knowledge repository/SMTD-System Maintenance and Technical document
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Level2 |
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- Application/Module Owner
- Acknowledge the issue request/SR assigned and issue resolution
- Call resolution could be a short term work around solution, as and when a permanent solution is found
the issue or problem will be moved to the Level 1 Support
- Responsible for the QA of the Permanent solution/Bug fixing done
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Level3 |
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- Attend to change request/Enhancements
- Usually attend to priority 3 and priority 4 call classification
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Call Classification - Representative |
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Call Priority
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Call Acknowledgement
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Call Resolution |
Priority 1 |
15 Mins |
4 Hours |
Priority 2
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1 Hour |
8 Hours |
Priority 3 |
4 Hours |
2 Days |
Priority 4 |
Next Day |
3 Days |
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Definition of call Priority and Resolution |
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Call Priority |
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- Impacts all users resulting in major impact to the system, there is no workaround solution
- Impacts significant number of users, problem causes slowdown and there is an unacceptable workaround solution
- General problems/issues
- Clarification, questions & requests
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Resolution |
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- Diagnosing the problem, includes debugging of programs to determine the cause of the problem/issue, a solution has to be recommended. Works around solutions are acceptable
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Note: Goals and limits of each call classification vis-à-vis Call acknowledgement, Resolution and System uptime shall be based on the SLA |
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