‘SAP SUPPORT PROJECT ~ INSIGHTS “REAL TIME” Maintenance and Support In this project SAP (both Functional & technical) consultants are involved to solve ricket/problems/issues logged bby core usersfend users when using sap system in their day today business. Ticket: isa problem, which can be called as issue that are facing by end user. User sends his problems inthe form of tickers through mails. Functional Consultant: is a personlemployee who is authorized to create/change configuration in sap system as per client requirement. Technical Consultant: is a person/employee who is authorized 10 createlchange ¢ changing programs/coding) in sap system as per client requirement. somization (creating or Core Users or End Users: are emplovees who are siting or working on behalf of Client and they are experts in their domain area like they are working in Marketing, sales, finance, inventory management, warehouse et 1 Step: once the Core User/End User faces some problems or issue while processing business transactions he/she will lg case or issue oF tickets in remedy third purty tool or software. For Example: Shipping point isnot deterined. Condition type PROD is missing Account Determination error Billing cannot be generated Once we received the tickets [Ticket willbe pop upldisplayed in our desktop] within 30 minutes we have to give the reply to end user to confirm that we have started work on particular issue. It is called as an initial response. After nial response, we have to start work in progress. Inthe next stage, if we have 10 do any up-dations that we have to send 0 the user through mails.rit NOTE: In some cases project coordinator assigns tickets to the consultants. In some cases functional consultant himself has to assign tickers Ticket types: * Problem request tickets + Enhancement tickets Tickets priority: + Critical tickets. * Priority 1 + High priority + Priority 2 * Medium priority + Priority 3 * Low priority + Priority 4 SAP SUPPORT PROJECT ~ INSIGHTS “REAL TIME” acts Decision Repensetim Ressution time 1 Emergency: Syn shadows of aver resmicton: im the 100% witin 30 100% wihin 4 podasson syaum > Busines iments any cated mimes tows Urgent: Producten system i wp, but crea! business 100% win 60 100% within 1 oc: eset waking wn no workwoud swale mame: ay 3 High pioriqy (Default: Production sytem is up, but Non - 100% witha 4 100% within in 2 Cael! buine:s provese: we aot woekng or comcalbesne-s Guanes bw: wotkag a2 Roce: ent wean bet woskaounds ne sole 4 Medium Lowe pore: No dup to busines processes: Under Vader Requre! efomunoe cnteenay svauedtongh itemmre arenpnos evetpaten eats, Ticket management software: + Clarify + Remedy + Peregrine = IBM+ Service center, ee. Internal mailing system: + Lotus domino + IP Untemet Protocol Message), ec User pes: Core user: Someone withor without good knowledge in SAP. Super user: Who has lot of authorizations SIA = Service Level Agreament: So as to give support the agreement takes place between the client and {implementation partner. That agreement is called as Service Level Agreement Tretia eta Troupartcn Sette | —e Deore = — 15 days of before going to the Go Live data shouldbe sen tothe server fom the legacy system. Cut ~ Over data: Socks, pending vendor payments, block the materials, and sales orders information should be ‘provided tothe system. Before 2 days of the Go ~ Live support this information should be given tothe system. NOTE: If Sth ofthe month implementation work starts that is called as cut over data Go - Live: Go Liveis the day when the client stats his transaction with SAP. Cut ~ over strategy: Going 10 the production server ad cutting the legacy system process I percentage wise like 207k ofthe frst day, 30% ofthe next day and SO% ofthe other day ik that. Cur ~ over strategy depends upon the organizations how they design their data and strategy: tn general we decide the sequence ofthe data loads for configuration srings.Ex: Transactional data, master data, which follows what and then, make the copy of the production system a day before afer checking the successful data loads. Then we Go Live with 100%. 2015 © Copy Rights Reserved |EMIL SOLUTIONS LTD, West Yorkshire United Kingdom ‘SAP SUPPORT PROJECT ~ INSIGHTS “REAL TIME” Functional specifications: It is a document that contains day-to-day tools, inputs, and outputs. Client gives inputs to the functional consultants and functional consultants in turn gives outputs. + BPR = Business Process Revi + KT = Knowledge Transfer Technical specifications [Specs] + Technical specks for ABAPers + Functional specks for functional consultants Unit testing: I is usally carried out to test multiple objects in single module, Unit testing is done in QA server or sometimes in development server. Ex: Pricing, Output, Parner functions, Text, etc in SD. Integration testing: It usualy carried out between two modules in QA server. Ex: Fland MM Test case [UAT= User Acceptance Testing]: Basis people usually refreshes Quality Assurance server which takes place 410 10 hours. For every refresh we have a list of transports CATT Test System: The Computer Aided Test Tool [CATT] can be used 10 auomate test sequences for key ‘business processes. The results are logget in details and then reviewed. CATT is also used for quality tests during release changeovers and for simulating complete business process. System adminisiration testing involves testing the activities of a system administrator, such as managing job scheduling, administering corrections and transports, reacting to R/3 system alerts and logs.Login amo 9a server IP address isa number Ex: 128.198.8479 1. Click on logon pad 2. Goto the properties 3. Specify the description 4. Specify the application server [TP address} 5. Specify the system number Ex: 00 6. Then one user will be create Teste proce wih ape Resort I Wak Saye Ana q Erbe Tet Ania TaD f+ rete a hen Lana Ge-Lienlige