Triangle Konsalting Service Delivery Model 01.06

7/30/2019 Triangle Konsalting Service Delivery Model 01.06

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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


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



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Integration Model

Incident Management

Overview

Delivery Model

Key digits


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)



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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


escalation

Incident Management

Incident Management


8/15 2011 Triangle Consulting - All rights reserved

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


9/15 2011 Triangle Consulting - All rights reserved9

Agenda

Integration Model

Incident 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)



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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


escalation




12/1512 2011 Triangle Consulting - All rights reserved

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




Agenda

Integration Model

Incident 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




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

Documents

Triangle Konsalting Service Delivery Model 01.06