Don’t Sweat, Challenge your SAP investments to

work for You

25th March 2010

www.bcone.com

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Webinar Agenda

• About Application Management Services

• Bristlecone’s Delivery Model

• About Bristlecone

• Next Steps

Why Bristlecone ?

• Being a part of customer centric organisation

• A culture of being a Partner in your business

• Walking alongside in the process of growth

• A personalised service -advantage of being a focused on business results

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Customer

Diagnose Design

EnableEnhance

Supply Chain Analysis

• Root Cause Analysis

• Value Engineering

• Spend Performance

• Supply Chain Performance

• Supply Chain Execution

Sustainable Processes

• Sales & Operations Planning

• Collaborative Demand & Supply

• Integrated Supply Chain

• Integrated Sourcing and

Procurement

• Enterprise Performance

Management

Support Services

• Business Process Enablement

• Application Managed Services

• Dedicated Hosting

• Custom/ Joint Development

• Data Management & Integrity

Functional Excellence

• Procurement/Strategic Sourcing

• Demand/Channel Management

• Operations/Fulfillment

• Asset Management

Bristlecone Services

What are Application Management Services ?

• Bristlecone acts as an extension of your IT department, taking care of routine Business Application monitoring and management around the clock—freeing up your IT staff to focus on higher-value projects. By proactively monitoring and maintaining your systems Bristlecone can help you avoid many technology problems in the first place. Should an issue occur, Bristlecone with their expertise will troubleshoot and resolve it more efficiently.

• Just like larger companies, small businesses need technology to operate efficiently and to compete effectively. But as reliance on IT grows, the resources to support an increasingly complex IT environment may not. In many small businesses, IT resources are scarce, and can be quickly overwhelmed with the day-to-day responsibilities of keeping the IT infrastructure that the business depends on up and running.

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Today’s Environment

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R/3Client / Server

FIFinancial

Acctg.CO

Controlling

AMAssetMgmt

PSProjectSystem

WFWorkflow

MMMaterials

Mgmt

HRHuman

Resources

SDSales

PPProductionPlanning

QMQuality Mgmt PM

PlantMaint.

ISIndustry

Solutions

2000-3 2004-7 2007-10

SAP

SAP RolloutSCM - BI

SAP Upgrade

Increased SAP Landscape and integration

2010-13

SAP Landscapes becomes more sophisticated

Analytics SPM SCPM

Typical Example of a Business Solution Managed Internally

• Scenario in any internally supported environment

– All Support team member are not fully utilized

– Some of the members are over burdened affecting the service levels

– Due to the unique skill sets one needs to deploy all skills to support the environment

– As an example one may need a team of 10 employees to provide services of 6 FTE

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Add on Optimization Services

Audit and Optimizing Business Processes

Application Tuning

Evaluation and Implementation of New Functionalities

Training of End users and enable enforce system discipline

Core Application Management Services

Application support

24x7 L1 to L3 level application support

Minor / Major Enhancement and Developments

System Administration

Maintain

Enhance

Application Management Services

Knowledge Process Out sourcing (KPO)

Execution of Supply chain planning processes

Master data management

Analytics and advance alerts on various KPI

Application Hosting

Improve

Our AMS Service Basket

REACTIVE SUPPORT

• Helpdesk Services

• Application Support (L1 to L3)

• Workflow Monitoring

• Production Emergencies

• Bug Fixing & Error Correction

PROACTIVE SUPPORT

• Application Enhancements (L4)

• Process Enhancements

• Function Enhancements

• System Audits

• ABAP Audits

• Interface Audits

INNOVATIVE SUPPORT

• Improve Business Value

• Application Fine Tuning

• Process Audits

• Business Audits

• Data Analytics

• System Optimization

• Training

GROWTH / CONTINUITY SUPPORT

• Rollouts

• New Modules

Introduction

• Application

Upgrades

• KPO Services

• Application

Hosting Services

IMPROVED BUSINESS ROI

APPLICATION SUPPORT

System Administration

APPLICATION SUPPORT

System Administration

Application Enhancement

APPLICATION Audit

APPLICATION SUPPORT

System Administration

Application Enhancement

APPLICATION Audit

APPLICATION Tuning

APPLICATION Training

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Drivers for Business Change

10Source: EO Executives Online, Challenge of Change United Kingdom, Sept 2009

Dedicated service model

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Dedicated AMS Delivery Model

• Dedicated team assigned to provide 24X7 services.

• Back up resources at offshore location to minimize the ramp up time

• Location of the team decided based on the clients need as well as complexity of the environment

• Mutually agreed SLA based service

• Dedicated Client engagement manager assigned to ensure SLA compliance

• Blended model of dedicated and shared resources possible, to optimize the cost

• Any service from service basket can be selected under this delivery model

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• Call Severity Levels: Defined based on the impact of the call on the business process or on business decisions. The Severity of the Call helps in deciding the Priority of attending to the call

• Severity1: Critical-Total System Outage

• Severity 2: Urgent –Issues stopping major business (Sales history failed, Product Master failed)

• Severity 3: Moderate –Enhancement

• Severity 4 : Routine –Queries on usage

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Service Level Agreement Framework

Shared Service model

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Shared AMS Delivery Model

• 8X5 support is provided through shared pool of resources from offshore location.

• This model is applied mainly for Reactive and Proactive services

• Application support L1 to L3

• System administration services

• Application Enhancement services, if need, are charged extra

• Clients signs for fix number of days support for the year. Additional days if any are charged on T & M basis

• Support includes all modules of SAP

• It is possible to deploy hybrid model of dedicated and shared support service

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“Pay as you use”

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“Pay as you use” Delivery Model

• Most cost competitive model

• Only reactive services are offered under this scheme

– Application support L1 to L3

• Support is provided from Bristlecone ODC

• No onsite services (If need are charged extra on T & M basis)

• Customer signs by paying a fix subscription fees

• Advance of ‘x’ amount is paid to activate the contract

• Fixed agreed fee is charged per ticket for L1 to L3 category

• Customer is billed only for the tickets raised during the month

• This is adjusted against the advance

• Customer to maintain min balance of £300 in his account

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Bristlecone Guarantee

• Part of the $6.7 Billion Mahindra Group – one of India’s most respected conglomerates

• SAP Partner & having strategic relationship with SAP in co-developing SAP products

• Preferred Partner in SAP Supply Chain Consulting

• Multi geographic reach with offices in US, UK, Singapore, India and ODC’s in Mumbai, Bangalore and Pune.

• Serving Fortune 500 companies since more than 10 years

• MNC’s like Nike, British Petroleum, Unilever, ABB, Mahindra, Adaptec, Ranbaxy, Welspun being served for more than 5 years through AMS

• Crossed 1000 Man Years of SAP AMS experience and counting

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About Bristlecone

• Founded in Silicon Valley 1996

• HQ is Mountain View, CA with over 1200 consultants worldwide

• Leader in strategy / business process consulting, systems integration and outsourced business services in SAP

• Domain expertise across many industries: Consumer Products, High Tech, Semiconductor, Electricals, Chemical, Pharmaceuticals, Industrial Products, Oil & Gas and Automotive

• Global presence with offices in Mountain View, Houston, London, Walldorf, Singapore, Mumbai, Bangalore, Noida and Pune

• Rated by AMR amongst top SAP supply chain solution providers

• Over 11 blue chip clients

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Bristlecone Clients: (Implementation + AMS) Partial List

2020

Complete AMS Questionnaire

Bristlecone Provides Assessment Analysis Report

Formalise Scope, Services, Delivery, Transition

Next Steps

Bristlecone Clients: AMS Success Stories

HIGHLIGHTS:

• Onsite- Offshore Delivery

• Multi Country Support

• 90% Incident resolution rate

•100% On Time report delivery

• Achieved 40% cost reduction over 3 years

• 24 x 7 x 365 Support

“We are happy with the services of Bristlecone, with a strong project team which is put up at ABB. They have a business understanding, performing good with the business, building trust on Mahindra capabilities. With strong top management commitments, I feel they are more professional, more focused, more aggressive and they think ABB.”

- Vivek Deshpande, CIO ABB

“Bristlecone has offered Unilever Asia Excellent SCM professionals in both our implementation project and offshore support. We are very grateful that we have chosen Bristlecone as our partner”-

T K Yeung, Supply Chain Systems Manager, Unilver Asia

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Thank You.

For more information, please contact:

John Fellows

John.fellows@bcone.com| +44 20 8818 0920

www.bcone.com