Viraaj HR Solutions

SAP Project Support

SAP Project Support

SAP is the leading ERP system in the world used by most of the top global companies. There are tens of thousands of customers facing the same challenge: how to optimize the support of their SAP systems.

Support project means managing Incidents (issue fix) based on tickets, monitoring systems, performance tuning, capacity management, change management and small enhancements /projects required (e.g managing new government regulations like GST Tax) for different modules. If you understand ITIL it is easy to understand.

The problem SAP developers have with incomplete bug reports.

A lot of time is wasted in SAP software testing and maintenance processes due to incomplete or incorrect error reports from users and testers. Support people (analysts, developers) usually have to ask for more information about the error. This takes a lot of valuable working time from both the reporters of the error and support people. Solving the problem is often blocked until every information is available.

Some typical examples :-

Missing basic information
Users forget to enter critical data into the error reports, for example which system is affected, which SAP transaction was running, which Sales Order has the incorrect data etc. You simply can’t start investigating the problem without information like this.

Incorrect information entered
Users mistype information, for example enter a wrong material number etc. This can make your developers debug for hours just to come back to the user that everything works fine. “Ooops, sorry it was Purchase Order 112000898 and not 112000989.”

No technical information
Users can’t add technical data, for example they don’t know how to get the program and screen number of the current transaction. This is fine, why would they be trained to know this?

Missing attachments
Users forget to add a screenshot, short dump or an authorization report that will be required by the support staff anyway. If you had one dollar each time your IT support asked for a screenshot or a SU53 authorization report, you’d probably read this post on your yacht in Monaco. Also, there are so many different ITSM tools out there. In order to report an error in SAP, users have to open new browser windows to launch the ITSM tool to report the error. There of course they have to enter all data manually that may take some time. Some organizations have more than five ITSM tools implemented. Test system connected to HP Quality Center, production system connected to ServiceNow, a development project using Bugzilla. Different UIs, different processes. No wonder end-users may become confused.

The solution to improve SAP support processes

STA Ticket System provides an elegant and effective solution for all the problems listed above.

Key features are:

Errors can be reported directly from the SAP UI (all different types: classic SAP GUI, SAP Enterprise Portal, SAP Business Client, SAP Fiori Launchpad, Webdynpro applications, CRM WebUI)
The program creates an incident in the existing ITSM tool of your choice
The program automatically attaches all technical information (system, program, user and authorization data) as a PDF file
Users can add the business context using a few clicks (screen field values of the current program)
The program attaches a screenshot, short dump and authorization report automatically (when applicable)

Viraaj Software can assist you by taking over the complete operational SAP support ownership. ONSITE – OFFSITE – OFFSHORE SAP support team is established as per the customer specific demands. The SAP support team takes over the operational SAP support in close collaboration with the customer’s IT team. This dedicated SAP support team acts as an extended SAP team of your organization and assists you in.

SAP Basis Support services

SAP System monitoring.
SAP performance tuning.
SAP system sizing analysis.
Application Interface management.
Transport management.
User and security management.
Housekeeping jobs / operations.
Backup monitoring.

SAP Functional Support

Day to day operational SAP help desk / end user support.
Trouble shooting.
EDI monitoring and support.
Deployment of new SAP functionalities.
Functional updates / functional enhancements.
Testing of new / enhanced functionalities.
Deployment of new regulations as per statutory requirements.
Application Enhancement – Change management.
SAP end user training / documentation.

Viraaj’s SAP AMS methodology :-

We work closely with our customers to ensure a planned and successful SAP services transition comprising:

Business process workshop and functional matrix finalization.
Detailed scope of work and standard operating procedure establishment.
Establish SLA and ITIL parameters including reporting and escalation matrix.
Empower internal IT team and key user group through extensive engagement.
Flexible global delivery based on ONSITE – OFFSITE – OFFSHORE delivery model.

Customer friendly deployment approach providing you the option to choose the best suited model for you from below:
Dedicated team of techno-functional resources.
Shares Services model (shared resources pool).
Fixed and extendable contingent of man hours / man days.
Time and Material based engagement.
Blend of dedicated and shared resources.
Parameters for such monitoring activities are defined together with the customer depending on organization specific requirements.
Periodic reporting ensures that the entire activity is transparent. This allows our SAP customers to utilize their valuable resources for more critical operations.

Value addition through Viraaj’s SAP Managed Services :-

Flexible and tailored Services delivery model.
Multi-site, multi-lingual SAP support coverage across various time-zones.
SLA based and ITIL framework compliant services delivery.
Flexible and extended hours. The SAP managed services team is available as per your.
specific support requirements including a 24 X 7 support.
Leveraging our proven expertise from our engagement in various Customer Center Of Excellence engagements.
Allows you to focus on your core business activities while we act as your extended team and take up the ownership of smooth SAP system management.
The team works closely with customer’s internal IT team and key users not only to take care of the routine support activities but also to deploy various.
improvement/enhancement measured based on our experience.
Establish an Extended team to your internal IT team through partnership model.
Fixed cost model. Managed services model provides you a fixed annual cost based on the defined services agreement.
Reduced cost through offshore delivery model. No need to retain specialized teams.
Extensive knowledge base. Our experienced team of consultants from across multiple industry verticals ensures that your organization benefits from the vast knowledge base.
Reduced risk. A larger support team ensures that your system management is risk free and person independent.
24 X 7 Techno-Functional SAP Application support / SAP User Help Desk.

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