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Triangle Konsalting Service Delivery Model 01.06

Apr 14, 2018

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    Client logo

    Large on title page

    Smaller one on all the rest

    Right aligned andhorizontally centered

    (with box)

    We dont promiseWe assure

    Triangle Consulting

    Moscow, 2011

    Service Delivery ModelProposal

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    Agenda

    2011 Triangle Consulting - All rights reserved2

    Integration model

    CGTriangle Integration Model

    Service Processes and Levels of Support

    Incident Management

    Service Request Management

    Change Management

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    TRGC Delivery Model Integration

    2011 Triangle Consulting - All rights reserved3

    0 level support 1stlevel support 2nd and 3rd level support 4th level support

    FrontOffice

    RU

    Specialexpertiseand 3rdparty

    support

    SAPEnd

    Users

    CG SAP AMUserSupport

    Requestlog

    TrialPerio

    d:

    SAP

    coordinators

    Functional Support RU

    CG SAP AMSupportTeam

    TR

    TR

    KeskoRussiaOn SiteSupport

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    Service Processes and Levels of Support

    2011 Triangle Consulting - All rights reserved

    Incident Management

    Service RequestManagement

    Change Management

    Level 1 Level 2 Level 3Fix

    Level 3T&M

    2011 Triangle Consulting - All rights reserved4

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    2011 Triangle Consulting - All rights reserved5

    Integration Model

    Incident Management

    Overview

    Delivery Model

    Key digits

    Service Request Management

    Change Management

    Agenda

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    Incident ManagementOverview

    GoalsRestore Service as soon as possible

    Decrease business impact of incident to decrease priority

    ResourcesRU\EN speaking front-office 24x7

    4 FTE with SAP competence 8x5

    18 consultants on call 24x7

    Fixed Price

    Managementoffice hours: Service Support Manager

    non-office hours: Duty Incident Manager (role, not person)

    2011 Triangle Consulting - All rights reserved6

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    Projectteams

    7

    Incident ManagementDelivery Model

    Users

    Triangle Support Front-office- is single point of contact for users- identifies user, priority

    - checks if non-SLA- identifies resolution team- translates RUEN for CG

    Triangle Functional Support

    - office hours + on-call- functional competence

    TriangleService Support Manager

    (office hours)

    - or -Duty Incident Manager

    (night/weekend/holiday)

    SAP CISServiceDesk

    Basis/HostingSupplier

    Service Desk

    Customer Incident Manager

    - escalation- IM performance review

    Cap

    GeminiSupport

    transfernon-localincidents

    Projectteams

    transfer project incidents

    SAP CISPartnerManager

    Basis/HostingSupplierIncidentManager

    Cap GeminiServiceManager

    CapGeminiIncident ManagerProject Managers

    Service Delivery model Service Control & Escalation Model

    - new requests- phone / mail

    - extra details- acceptance

    2011 Triangle Consulting - All rights reserved

    escalation

    Incident Management

    Incident Management

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    8

    Incident ManagementKey Figures

    Users

    Triangle Support Front-office Speaks EN/RU 24x7 closes 15% calls (non-SLA, FAQ, duplicate etc) SLA: 0,5 hrs to assign top prio incident

    Triangle Functional Support SLA: 5,5 hrs to solve top prio incident

    4 FTE, MSK office hours 18 consultants on-call 24x7

    Hosting, Basis, VendorService Desks

    Incidentpriority

    Maxresolutiontime

    1 Top 6 hours

    2 2 work days

    3 5 work days

    4 10 work days

    Cap GeminiSupport

    transfer non-local incidents

    ProjectteamsProjectteams

    transferprojectincidents

    SLA

    Hosting, Basis, SAP CISService Desks

    Incident Management

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    Agenda

    Integration Model

    Incident Management

    Service Request Management

    Delivery Model

    Key Digits

    Change Management

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    Service Request ManagementOverview

    GoalsHandle service requests and deliver user support

    ScopeEnd-user support

    Resources4 FTE with SAP competence 8x5

    18 consultants available on demand 8x5

    Fixed price

    Managementoffice hours: Service Support Manager

    non-office hours: Duty Incident Manager (role, not person)

    2011 Triangle Consulting - All rights reserved10

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    Service Request ManagementDelivery Model

    Users

    Triangle Support Front-office- SPOC for customer- identifies user, priority- checks if non-SLA- checks if FAQ- identifies resolution team- translates RUEN

    Triangle Functional Support

    - office hours + on-call- functional competence

    TriangleService Support Manager

    (office hours)

    - or -Duty Incident Manager

    (night/weekend/holiday)

    CustomerService Control Manager- escalation- performance review

    Cap

    GeminiSupport

    transfernon-localincidents

    Cap Gemini Service Manager

    Service Delivery model Service Control & Escalation Model

    - new requests- phone / mail

    - extra details- acceptance

    2011 Triangle Consulting - All rights reserved

    escalation

    Service Request Management

    Service Request Management

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    User

    Triangle Support Front-office 8x5 EN/RU speaking closes 15% calls (non-SLA, FAQ, duplicate etc)

    Triangle Functional Support SLA: 5,5 hrs to solve top prio req 4 FTE, MSK office hours 18 consultants on-call 24x7

    Cap GeminiSupport

    transfernon-localservice req

    Service Request ManagementKey Figures

    Service Request Management

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    Agenda

    Integration Model

    Incident Management

    Service Request Management

    ChangeManagement

    Overview

    Delivery Model

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    Change ManagementOverview

    GoalsDeliver changes in smooth & controlled manner

    ResourcesOffice hours only

    4 FTE with SAP competence

    18 consultants available on demand

    T&M pricing

    ManagementService Support Manager

    2011 Triangle Consulting - All rights reserved14

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    Change ManagementDelivery Model

    Customer representatives

    Cap Gemini approval

    TriangleSupport Front-office

    - register ticket- assign team- office hours MSK

    Triangle Functional Support- conduct change

    - test in dev & quality systems- prepare documentation

    - new RFC idea- approved RFC

    - clarify details- planning- acceptance

    Hosting, Basis, VendorService Desks

    Hosting, Basis, SAP CISService Desks

    TriangleService Support

    Manager(office hours)

    - or -Duty Incident

    Manager(night/weekend/holiday)

    Customer Change Manager

    - escalation- performance review

    Basis/HostingSupplierChangeManager

    Cap Gemini Service Manager

    - escalation

    Service Delivery Model Service Control & Escalation Model

    Change Management

    Change Management