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IT Industrialization Part 5
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Page 1 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
IT Industrialization and beyond Answers for our Customers - Part V -
Copyright © Siemens AG 2010. All rights reserved.
Siemens IT Solutions and Services
Page 2 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
1 How we help Customers master their Challenges
2 Our Promise
Our Answers
The Best of two Worlds
Contact
Answers for our Customers - Index
3
4
5
Page 3 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
“On the basis of experience gathered from our partnership spanning several years, a modern, standardized service concept was developed that fully satisfies our demanding requirements in terms of flexibility, response time and service quality – but costs less.“ Supplier Manager,
IT Infrastructure & Support
How we help our Customers master their Challenges
Page 4 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
Our Promise A concrete Example
100%100%
84%73% 70%79%69% 67%
30%40%50%60%70%80%90%
100%
Baseline year I year II year III
2nd Level Support
1st Level Support (AHD)
Service Year I Year II Year III
1st Level Support
Global Sourcing Status of 80% is already achieved (1 Employee Germany / 4 Employees Voronezh). Savings will be realized with cost reduction through global sourcing, process optimization, productivity increase and consolidation of 5 separate Application Helpdesk to 1 Application Helpdesk.
2nd Level Support 30 - 40% 50% 50%
Basic Load 70 - 80% 90% 90%
Change Requests 15 - 17% 20% 22%
Increase of Global Sourcing Delivery for SAP Applications
Cost reduction for a contract duration of three years
Baseline year I year II year III
1st Level - 21% 31% 33%
2nd Level - 16 % 27% 30%
Page 5 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
Single point of contact for all customer’s SAP applications with uniform process flows
Increased flexibility with regard to the scope and term of the application landscape support
Ongoing high-quality service provision,continuous improvement
High degree of service transparency
Provision of comparable transparent services that enable benchmarking of price and content
Simple, transparent and flexible billing model
Our Answers
Page 6 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
The fundamental idea of the global Application Management concept contains the following aspects
A specific organization model with clear interfaces in “Global Application Management”(customer and supplier)
Uniform tools from the customer to back up these processes (e.g. e-Service)
Service descriptions that apply to all SAP-systems
Proactive support and consulting by customer servicemanagers with an on-site core team
Our Answers
Page 7 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
Several locations around the worldStandardized & scalable operationsGlobal integration & follow the sun
Customer Service Organization (CSO)
Highly efficient local customer interfacesServing customer specific demands Consultative sellingDriving standardized services offshore
Global Production Centers (GPC)
Cus
tom
er p
roxi
mity
-an
ywhe
reCustomer Focus: The Best of two Worlds
Stan
dard
izat
ion
&
Scal
abili
ty
Page 8 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
Argentina
USA
South Africa
Germany
UK
Netherlands
Finland
Russia
India
SwitzerlandAustria
Bangalore
Bangkok
Beijing
Buenos Aires
Cape Town
Chennai
Chicago
Den Haag
Helsinki
Johannesburg
Kolkata
London
Madrid
Mexico City
Mumbai
Munich
New York
Sao Paulo
The Hague
Vienna
Voronezh
Wroclaw
Zurich
Customer Focus: Global Reach
Spain
Poland
Brazil
Mexico
China
Thailand
Page 9 June-10 Siemens IT Solutions and Services
Copyright © Siemens AG 2010. All rights reserved.
Andreas DegenhardtHead of Global Application ManagementSiemens AGSiemens IT Solutions and Services
Otto-Hahn-Ring 681739 MunichGermany
Phone: +49 (89) [email protected]/applicationmngt
You want to know more? Just contact:
