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  • Support Framework Without Commercial - KASI

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    Sanjay
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    The document describes a support framework with multiple levels for an Application Management Service (AMS). It includes levels for service requests, incident/problem management, and configuration management. It then discusses the AMS support structure including levels 1-3 support and application services. Finally, it provides an overview of the AMS transition model including defining and setting up the framework over 1 week, a transition and limited support period of 4 weeks, and an 8 week stabilization period before commencing steady state operations.

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    The document describes a support framework with multiple levels for an Application Management Service (AMS). It includes levels for service requests, incident/problem management, and configuration management. It then discusses the AMS support structure including levels 1-3 support and application services. Finally, it provides an overview of the AMS transition model including defining and setting up the framework over 1 week, a transition and limited support period of 4 weeks, and an 8 week stabilization period before commencing steady state operations.

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    39 views8 pages

    Support Framework Without Commercial - KASI

    Uploaded by

    Sanjay
    The document describes a support framework with multiple levels for an Application Management Service (AMS). It includes levels for service requests, incident/problem management, and configuration management. It then discusses the AMS support structure including levels 1-3 support and application services. Finally, it provides an overview of the AMS transition model including defining and setting up the framework over 1 week, a transition and limited support period of 4 weeks, and an 8 week stabilization period before commencing steady state operations.

    Copyright:

    © All Rights Reserved
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    of 8

    Support Framework

    Application Management
    Service (AMS)
    AMS Support Layer Level 1
    Service Requests
    Level 2
    Incident/Problem
    Level 3
    Configuration

    New User creation Management Management

    New T-Code Authorization Issues impacting the 
    Routine configuration
    Production Support Structure

    transactions like ability to changes


    User Calls order, purchase, manufacture, Application Changes

    Operational Support ship or invoice product etc 
    Bugs fixes / New

    System failures 
    Issues with key Outputs
    Level 3 Support Application Services 
    Standard Operating 
    Technical cell to manage FAQs requirements/Enhancements
    procedures and SOPs 
    Analysis, Escalation,
    Support Layer

    Monitoring & closing


    Data management Data management
    Business Process 
    Routine master data that 
    Controlled correction of wrong SAP Escalations
    Level 2 Support
    Services must be maintained data entry 
    OSS investigation required

    Mass data change request
    Administration
    Management of 
    User Management
    Level 1 Support Customer Service scheduled jobs 
    Transport Management

    Batch job setup/change 
    Segregation of duties
    requests

    Monitoring Long running
    transactions
    Business

    Job/role security change


    Layer

    End users requests


    AMS - Framework
    Problem
    Incident Management Change & Release
    Management
    Management
    Service Operation

    Transition Approach to AMS

    Set up Operations

    Transition

    Steady State & Optimization

    Knowledge
    Governance Communication Monitoring & Controlling
    Management

    Support Governance
    Operation Scope
    Operation General Shift operation
    Work days 6 days a week
    Support Service • L1 Support
    • L2 Support
    Support coverage • Operational Support
    • Service Request
    • Incident Management
    • Problem Management
    • Data Management
    • End user training
    • Interface monitoring
    Application to be supported Pando
    Support Governance • Daily / Weekly / Monthly reports on
    • Call volume & resolution
    • SLA adherence
    • Continuous improvement
    • Training conducted to end users
    • Root cause Analysis for P1 tickets
    AMS Support Model
    Business
    Team 1 AM Management Team • Service request
    ENTUNE • Operational Support
    L1 • Data Management
    Support Delivery Head • Schedule job monitoring
    Request

    ENTUNE
    (Tool)

    AMS Lead
    • Incident / Problem
    Management
    Business
    Team 2
    L2 • Data Management
    • Change Management

    L1 Team L2 Team

    Support Support Functional Functional


    Engineer-1 Engineer-2 Interface
    Consultant Consultant
    Transition Model
    AMS - Transition at a Glance
    Transition and
    Definition and Commencement of
    Limited Stabilization
    Setup Steady State
    Time Support

    Continuous
    fram

    1 Week 4 Weeks 8 Weeks


    e

    • Team Formation • KT from current AM Team • Manage Service measurement


    • Provide Primary Support
    • Infrastructure readiness
    • Commence Transition • Build priority matrix against SLA
    • Call log Tool setup (for new • Create Learning e-Academy
    • Build KEDB
    ways of working) • Provide limited support
    • Measure SLO • Perform RCA and problem management
    • Preparation of definition • Installation of CS survey
    • Exit criteria through SLO
    / transition check lists. • Resource optimization
    • Define & Agree on SLA
    • Define & Agree on SLO

    •
    Criteria
    Sign-off

    • E-AMS Definition document • Installation of Service • Definition of SLA


    •Baseline KT Documents. • Installation Support Delivery • Definition of Call Priority Matrix
    model. • Management of Knowledge DB
    THANK YOU

    Phone: +91-9880002297
    CONTACT

    Email: kasi@entune.co
    US

    Website: www.entune.co

    #14, 3rd Floor, Balaji Complex

    ADDRESS
    AVS Compound, 4th Block
    Koramangala 80’ Feet Road
    Bangalore – 560 034

    Your Partner for Success…

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