Support Categorization and strategy
The world of support is based on Time of resolution and Cost of the resolution. ASV Shared service model is flexible to take care of the increased support resource requirement and hence for the client.
- The shared team at offshore/Onsite will be scaled up to supplement project-related needs that might come in
- Capacity for the offshore Shared pool will be refined based on the ticket flow rate that will be collected during the transition phase.
- Capacity will be adjusted based on Quarterly review
- Resource mix will be changed depending on the nature and volume of issues and functional areas of enhancements
ASV provides support for SAP modules is based on majorly three business models. These business models are designed to suit customer’s fundamental expectation to achieve ultimate satisfaction. First and most popular business model is based on dedicated support of ASV resource. The resource may be posted at customer location or at the ASV office. The second model and most recommended model is shared service model, which allows customer to use minimum hours per month. The bucket of hours can be used for support of various SAP modules. The customer has flexibility to use the bucket and thus utilized the bucket to fullest strength. Finally, the third model is to use resources on call basis with agreed terms and condition and rates. The second and most recommended model of support uses a bucket of agreed hours. ASV provides a methodology to calculate maximum hours of bucket. The implementation of the share service model has adopted strategies to track and control the support activities.
ASV recommends the ASAP methodology (Accelerated SAP implementation methodology) for SAP implementation at Client. The implementation will be carried out based on ASV’s proven onsite/offshore methodology. This methodology will cover the relevant deliverables/milestones and will build on the ASAP methodology. This encompasses the following ASAP phases – Preparation phase, Blueprint phase, Realization phase, Final Preparation phase, Go-live and Support phase. ASV directors have devised ready-made templates for Business Blueprint, Customization, testing and cut over. The templates gives added advantages in finalizing the processes and release them to production in shortest possible time without disturbing quality, stability and scalability.
The existing SAP HCM implementation is not used to the fullest extent because of several reasons. The cost of such dormant implementation is generally high. Besides the cost, the important MIS reports are never generated in time or it might be taking long to generate. The report generation may include several manual steps and hence, the sanctity of MIS reports is hardly guaranteed. uses its expertise to suggest solutions at process level as well as at the SAP HCM level. The suggestions are always implementable and easy to use without severe divergence in functionality and operations.