Project Types:

I. Implementation
II. Support
III. Upgrade
IV. Rollout

 Implementation
 Shifting from non SAP to SAP, Shifting from Legacy system to SAP System
 Duration: 6 to 24 months
 Support
 Post Implementation support
 Upgrade
 Upgrading lower version to high version, upgrading every 4 th year renewal
 Ex: ECC 4.7 to ECC 6.0 Ehp 8
 Duration: 3 – 6 months
 Functional Upgrade: New requirement, new features to be add
 Technical upgrade: software upgrade
 Rollout
 Rolling out the solution from one country to another countries
 Duration: 3 months
 Legal statutory requirements, currency, time, language, local business process.
 Country specifies are difference

Types of Project : Implementation

Implantation Partner : WIPRO
Duration : 2 years
Client : ITC
Product Vendor : SAP
Project Scope : ECC 6.0 Ehp 4, CRM 7.0, BI/BO 7.0 / ECC 6.0, SCM, CRM, PLM, SEM & XMIL
Team size : 100
Methodology : Value ASAP
Model : Onsite

Project type Client Implementation / Model Description

Support Partner
Implementation ITC – India Wipro – India Onsite 100% people at
site place
Implementation Coca-Cola-US Wipro – India Onsite 40% at US
Offshore 60% at Wipro
Support ITC – India Wipro – India Offshore 100% people in
wipro
Support Coca-Cola-US Wipro – India Onsite 20% at US
Offshore 80% at wipro
SDLC – Software Development Life Cycle

Methodology: Value ASAP

1. Project Preparation - 4M
2. Business Blue Print - 6M
3. Realization - 6M
4. Final Preparation - 4M
5. Go live / Support - 4M

PHASE - I
Project Preparation

1. Project Introduction
2. Project Vision / Mission
3. Project Logo / Name
4. Project Objectives
5. Project Success Indicators
6. Project Scope
7. Partner Scope of work
8. Project Implementation Strategy
9. Client Deployment Strategy
10. SAP Configuration Standards
11. Testing Standards and Strategy
12. Training Methodology
13. Project Plan
14. Project Deliverables
15. Resource Planning and Allocation
16. Critical success factors
17. Finalization of Organization structure
18. Releasing of Project templates
19. Formation of steering commit
20. Signoff and Charter Approval
1. Project Introduction
Provided by: WIPRO and ITC
Brief of introduction about WIPRO Team & ITC Team
Conducting “Kick Off Meeting”

2. Project Vision / Mission

Provided by: ITC
Vision: What they want to achieve by implementing SAP in ITC
Ex: Entire system running on single software / system and Integrate with all the departments

Mission: Implementing SAP in ITC end to end solution

Provided by: WIPRO and ITC

3. Project Logo / Name

Provided by: WIPRO, Approved by: ITC
Team lead will assign to Jr. Associated to prepare, we need Project name & logo if security
reasons

4. Project Objectives
Provided by: ITC
By Implementing SAP in ITC
- Increase Revenue by 10%
- Reduction in Production Shortage (100% shock available in market)
- Error Free Financial Statement, Ex: P&L, Balance sheet, Salaries etc.
- Credit Management
- High & Fast performing systems – Improve office productivity
- Optimal Stock maintenance

5. Project Success Indicators

Provided by: ITC
By Implementing SAP in ITC
- Sales: Increase Revenue by 10%
- Production: Reduction in Production Shortage (100% shock available in market)
- Finance: Error Free Financial Statement, Ex: P&L, Balance sheet, Salaries etc.
- Credit Control: Credit Management
- Basis: High & Fast performing systems – Improve office productivity
- Material Management: Optimal Stock maintenance

6. Project Scope
Provided by: WIPRO
We will decide which module can implement or not, based on client requirement.
- Geographical Scope: Plant wise which module is required which is not required.
- Module Scope: Concepts only which is required, ex: SD, MM, FI, CO, HR, BASIC, ABAP etc.
- Technical Scope: Installation of Software components, SAP Backup

7. Partner Scope of work

Provided by: ITC
ITC will decide if required Partners as below, apart from Wipro those are:
- Testing Partner: Who will test the project at end of Realization, apart from Wipro if Partner
in scope of project. During Realization phase for 3 months come and do the testing.
 - Training Partner: Who will train the Core team / End user, apart from Wipro if Partner in
scope of project
- Audit Partner: Who will do audit every ‘end of the phase’ whether project is going right
direction or not for success of the project, apart from Wipro if Partner in scope of project.
BBP Review, Solution Designs with best practices, participating in details in project plan.

8. Project Implementation Strategy

Provided by: WIPRO
We decide which strategy we should follow: VALUE ASAP Methodology
Ex.: SDLC – Software Development Life Cycle, Water Fall or Value ASAP etc.

9. Client Deployment Strategy

Provided by: WIPRO - BASIS
We will finalize as below: Servers, Clients, etc. schedule wise
1. Number of servers
2. Clients for Servers (three digit numerical number Ex.: 222, 333, 300, 400, 420, etc.)
3. Size of a Server (Sizing)
4. Connectivity between the servers
5. Name of a Server
6. Process of Transport Request movement
7. Timeline for Deployment of a Servers

Ex:
ECC – 10 – Development servers - 200
SMN – 05 – Solution manager - 111
ECQ – 11 – Quality servers - 300
ECP – 15 – Production servers - 400

10. SAP Configuration Standards

Provided by: WIPRO
SAP Recommended to copy from exist and rename with starting letter ‘Z’ or ‘Y’ only.
Likewise so many standards are available in SAP, Functional & Technical – ABAP.
We pickup standards and finalize.
When we do upgrade the version from lower version to higher version then only it will support.

11. Testing Standards and Strategy

Provided by: WIPRO
We finalize standard tastings
1. Unit Testing: Individual module testing is Unit testing.
2. Integration: Combination of modules or between the modules testing is Integration testing.
3. End User Acceptance: Final testing before go live and support phase

Also we have Positive Testing, Negative Testing and Random Testing

After all configuration we do testing, if gives errors, we do correct again we do testing till get the
result of complete the process – Positive testing.
Give wrong values purposefully for results, we do test what result is giving of the process, we
make changes accordingly – is Negative Testing.

12. Training Methodology

Provided by: WIPRO
We finalize the training method to the client.
 Ex.: Train A Trainer - TAT
Jr. Consultant give training to Core team Members
Core Team Members will train to super users / Power users
Super Users / Power users will train to End Users.

13. Project Plan

Provided by: WIPRO – Project Manager
We will plan entire project duration effectively to the success of the project.
We will manage maximum utilization of our resources.
Project plan consist of each & every activity with start date end date with responsible person
name and their comments / Status. We prepare Project plan in XLS Sheet.
Example:
Activity Start End Responsible Comments /
Date Date Person Status
Introduction 1-Jul 1-Jul Mr. Anish – PM(W) Completed
Vision/Mission 1-Jul 2-Jul Mr. Srinivas – CT (ITC) Pending
Logo / Name 2-Jul 4-Jul Mr. Vamsi – Jr. Cons (W-FI) Done

14. Project Deliverables

Provided by: WIPRO
What are they going to be delivery to the Client each phase wise are they called Project
Deliverables.

15. Resource Planning and Allocation

Provided by: WIPRO – Project Manager
Planning the resources and allocating to each module.
- Based on Module wise
- Based on Client requirement

16. Critical success factors

Same as Success indicators
17. Finalization of Organization structure
Provided by: WIPRO and ITC
We finalize the Organization structure of Wipro and Core team will finalize Organization
structure of ITC.
- Core Team: Who will explain about the ITC Business process, having above 15 years of exp.
- Team Lead: Who will understand the ITC Business process, from WIPRO Sr. Consultant
above 6y

Organization Structure of ITC (CLIENT)

CEO/Chairman

VP

CIO

IT Dept. Head Steering Committee

SAP Proj. Mgr.

Zonal Head-SD Zonal Head-FI Zonal Head-HR Zonal Head-MM Zonal Head-PP
Mr. Mr. Mr. Mr. Mr.

Super/Pow User Super/Pow User Super/Pow User Super/Pow User Super/Pow User
Mr. Mr. Mr. Mr. Mr.

End User End User End User End User End User
Mr. Mr. Mr. Mr. Mr.
 Organization Structure of WIPRO (Implementation Partner)

CEO/Chairman
Mr.

VP
M.r

CIO
Mr.

SAP Del.Mgr
Mr. RamaKrishna

SAP Program.Mgr
Steering Committee
Mr.

SAP Proj. Mgr.

Mr.

Core Team-SDSr Core Team-FI Core Team-HR Core Team-MM Core Team-PP
Mr. Mr. Mr. Mr. Mr.

Associated Con. Associated Con. Associated Con. Associated Con. Associated Con.
Mr. Mr. Mr. Mr. Mr.

Jr. Consultant Jr. Consultant Jr. Consultant Jr. Consultant Jr. Consultant
Mr. Mr. Mr. Mr. Mr.
18. Releasing of Project templates
Provided by: ITC – Core team
We will finalize templates and schedule it to release the templates (empty format) to Clients.
Ex: ‘AS - IS’ template to collect the Current Business Process.
Also called CSBP – Current State Business Process. The document is consist of
- Current Business process in legacy system
- Pain point in Legacy System
- Current Reports and Future Expected Reports (with screen shots, hardcopies etc.)

19. Formation of Steering Committee

Provided by: WIPRO and ITC
We will finalize the Steering Committee Management from WIPRO and Management from ITC.
Role of Steering Committee is they meet monthly ones, they focus on issue, take all decisions
related to the project. They give direction to the project to success of the project.
Ex: Budget, Project duration, deploying, any issue which is not able to handle at Core team level
etc.

Steering Committee

Steering Committee Steering Committee

ITC WIPRO

CIO CIO
Mr. Mr.

IT Dept. Head SAP Del.Mgr

Mr. RamaKrishna
Mr.

SAP Program.Mgr
SAP Proj. Mgr. Mr.
Mr.

SAP Proj. Mgr.

Mr.

20. Signoff and Charter Approval

Provided by: WIPRO and ITC
Sign after auditor approval of the Project preparation from ITC and WIPRO

Roles & Responsible in Project Preparation Phase as a Jr. Consultant

Helped in Creating PPT-Power point Presentation, DFDs-Data Flow Diagrams, Organization Structure
Worked in
Involved in
Helped to typing Documentations – Preparing Project Planning,
PHASE – II
BUSINESS BLUE PRINT – BBP
Duration: 6 months

- AS – IS documentation
- TO – BE documentation
- GAP – Documentation
- Functional Specifications
- Technical Specifications
- PPT – Presentation preparation
- WRICEF – Work Flows, Reports, Interface, Conversions, Enhancements, Forms
- Finalizing of Organization Structure in SAP – 15 to 20 days
- Finalizing of Integration process

AS – IS (As it Is) or CSBP (Current State Business Process)

Core team member explain their business Process
AS – IS document consist of
- Current Business Process
- Issues & Pain point in Legacy system
- Current report and Future Expected Reports
Provided by: Core Team - ITC

TO – BE (How it is going TO – BE in SAP)

Team Lead will understand the client business Process
TO - BE document consist of
- Future Business Process in SAP
- Solution Issues & Pain point
- Future Reports
Provided by: Team Lead - WIPRO

GAPS: Gaps are two types

1. Something is not possible by SAP at all (We give work around solutions)
a. Trimming
b. Bar code Scanner
c. Weight etc… not possible at all but will give work around solutions
2. Possible by SAP but not possible because of
a. TIME
b. SCOPE
c. MONEY

Ex: Plant Maintenance (PM) wanted include – not scope – it is GAP

Fiory – wanted – not in budget – it is GAP
Will give work around solutions, Team Lead will PPT for Solutions GAPS

PPT – Consist of all details Requirement, Scope, Business Benefits , Time, Budget Required etc…
Proposal submit to Steering Committee, if approved will move further. If not approved it is GAP.
WRICEF

WORK FLOW: work flowing from one person to other person or One department to other
department.
Ex: Leave Approval, Vendor payment, Credit Management

For this need to create documents 1) Functional Specification 2) Technical Specification

Functional Specification: Functionally specifying your requirement, process of business, etc.

Jr. Consultant will prepare.
Technical specification: Technically specifying solutions. ABAPERS will prepare

NOTE: We need to identify GAPS, WRICEF elements

REPORTS: Output

INTERFACE: Interface or connectivity between NON-SAP to SAP or any other devices etc. done by
ABAPER.

If required will prepare Functional Specification.

We do interface because we promise that, our vision is end to end solutions to the client.

CONVERSION: nothing but BDC – Batch Data Conversion

Data uploading from Legacy (XLS) to SAP Production server with help of
LSMW – Legacy System Migration Workbench – for the first time.
We do BDC – for missing data, error data, delta data, small data, transactional data etc.

ENHANCEMENT: Adding new field in existing screen, adding new screen to the existing process etc.
is called ENHANCEMENT.

Ex: OTC – Order to cash

Existing Process : ORDER  Delivery  Cash Bill

Enhancement Process : ORDER  Delivery  QC Check  Cash Bill
We do prepare Functional Specification for QC Check list process (Jr. Consultant)

FORMS: Forms are nothing but REPROTS

Changing standard SAP formats OUTPUT as pr client requirement we need to work with
forms.

Form  Smart Forms  Adobe Forms ALL are same.

Finalization of Organization Structure in SAP

We will prepare the SAP Organization structure

Company Code: based on how P&L A/c submitting to GOVT.
Plant: Based on how capture COST CENTERS in company or Region wise
Cost Center means where we are spending expenses (cost).
Sales Organization: How they are doing business ex: Export Sales, Domestic sales etc.

Finalization of Integration Process

Integration between one or more module is called Integration in SAP.
Ex: SD  MM  FI - Normal Order process
SD  PP  MM  FI - Make to Order process and IPO
SD  MM – where ever finished good stock going out
SD  FI - Revenue account determination

AS – IS document (Format) - ITC

Input:

Process:
Step Process Remarks

Output:

Issues/ Pain areas:

Sno Issue / Pain point Remarks Periority

Reports:
Sno Name of the Report Type of Report Description Priority

H – High
M – Medium
L – Low
C – Critical
N – Not Critical (for Go-Live)

TO – BE document (Format) - WIPRO

Step Description Activity / Process carried Suggested solutions Solution

s out type
AS – IS TO BE
1
2

Solution types:
A – ABAP Development
 D – Direct
E – Enhancement
G – GAP
W – Workaround
Ex – External Process

Standard Analysis

Roles & Responsible in Business Blue Print Phase as a Jr. Consultant

Understand the Client business process and prepared BBP documentation for
Owner for 2 FSBP – Feature State Business Process – CTO, MTO, MTP, Pricing
Integration: Credit Management, Revenue Account Determination

WRICEF – 2 Reports – 2 FC, 2 Test Scripts

WRICEF – 2 Forms – 2 FC, 2 Test Scripts
Involved in Organization Structure
Involved in Module Integration workshop
Prepared TO-BE Documentation for 2 Scenarios
PHASE – III
REALIZATION
Duration: 4 months

Number of servers in each component

- Sandbox
- Development Server
o Functional Client Ex: 200
o Technical Client Ex: 210
o Testing Client Ex: 220
 Unit Testing
 Unit Test Documentation
- Quality Server
o Integration Testing Client ex: 300
o Golden Client ex: 350
 Integration Testing
 Integration Test Documentation
- Production Server
o End user Client ex: 100
 Development Cycle

Number of servers in each component

Number of Clients for each server

Project Scope:
ECC 6.0
EHP 4
CRM 7.0
BI / BO 7.0

Each product has 4 servers

Ex:

ECC 6.0

Sandbox Development Quality Production

Server (YSE) Server (YDE) Server (YCE) Server (YPE)
Functional Integration
Client: 200 Client: 300
Client: 100 Production
Technical
Client: 400
Client: 210
Golden
Testing Client: 350
Client: 220
CRM 7.0

Sandbox Development Quality Production

Server (YSC) Server (YDC) Server (YQC) Server (YPC)
Functional Integration
Client: 200 Client: 300
Client: 100 Production
Technical
Client: 400
Client: 210
Golden
Testing Client: 350
Client: 220

CRM 7.0

Sandbox Development Quality Production

Server (YSC) Server (YDC) Server (YQC) Server (YPC)
Functional Integration
Client: 200 Client: 300
Client: 100 Production
Technical
Client: 400
Client: 210
Golden
Testing Client: 350
Client: 220

SAP Product gives two type of software:

1) IDES version: ECC 6.0 EHP 4 – free version – loaded in to SANDBOX server
2) ECC 6.0 EHP 4 : Commercial Version which is Licensed loaded in to
a. Development Server
b. Quality Server
c. Production Server

Difference between Sandbox and Other Server (DQP)

Sandbox Develop/Quality/Product Servers

Stand alone Connected through LAN
Data available No data available
No restriction in access Restricted access
Version: IDES (free version) Version: Commercial / SAP Licensed
Can avail for experiment No experiment is possible

Roles & Responsible in REALIZATION Phase as a Jr. Consultant

Preparing Test Suite / Preparing Test Case / Preparing Test Script
Did Positive Testing / Did Negative Testing / Random Testing
Unit Testing / Integration / User Acceptance Testing / Configuration Topics
Documentation
PHASE – IV
FINAL PREPARATION
Duration: 4 months

1. Data Upload
2. End user Training (to Core Team)
3. Authorization Matrix
4. User Acceptance Test (UAT)
5. Cut over Strategy

 Data Upload
It upload all master data, Data uploading using by two methods:
1. Legacy System Migration Work Bench (LSMW)
2. Batch Data Conversion Program (BDC)

LSMW: When master data a first time (initial) loading into SAP System is required LSMW process. It
is 14 step process given by SAP.

BDC: Is not a standard program, program will change base requirement. ABAPER will write the
program. It is used to upload
- Small data
- Error data
- Delta data
- Missing data
- Transactional data from source file (XLS etc.) to SAP

Process of Data Conversion

Server: Production
Legacy SAP
Client: 100
System System

Export to XLS file

LSMW or BDC Prog.

XLS file with SAP Heading

Legacy system data

After LSMW over we do BDC for Missing data, error, small data etc. Functional Consultant will
prepared in XLS format with SAP Fields and give to client to upload the data as per format.
Along with XLS format, Functional Consultant will prepare Functional Specification document and
hand over to technical consultant to write BDC Program.
Technical Consultant will write the BDC Program and he will prepare Technical Specification
document.

BDC Program will executed by FC with TCODE: SE37, Ex.: Program: ZSDERDATA
 End user Training (to Core Team)
Train a Trainer
Duration: 15 days
Jr. Consultant Roles
- Prepare training material, end user manual
- Training Schedule: time line of training date & time
- Training: Actual training start
- Evaluation: check whether end user doing right process or not

 Authorization Matrix
We will prepare authorization to particular person or department wise, which screen can access,
which screen should not access is authorization.
Jr. Consultant will prepare XLS format with field of TCODE of their module wise.
That XLS file will give to Core team to fill the data Responsible person name, Role. Based on XLS file
Basis, Core team, Jr. consultant will create the Authorization of transactions.

TCODE User Pass VA01 VA02 VA03 VLO01N PGI VF01

EMP ROLE Name Word Create Change Display Del.Cr Create Inv.Cr
RK Sales RK Sdrk01 Y Y Y
DS SalesHD DS Sdds01 Y Y
BALA Account BALA Bafi01 Y Y Y Y Y

Testing will done after Authorization Matrix is over with user name & password.

 User Acceptance Test (UAT)

End user will test the scenarios in Quality Server on Testing client (300) with help of Jr. Consultant.

 Cut over Strategy

Cutting over the Legacy System and moving all open transactional data to SAP system by using BDC
Program.

Cutover Activities:
1. Identifying Open Items
2. Preparing FS as per SAP fields to write BDC Program (Jr. con)
3. Writing BDC program (ABAPER)
4. Executing BDC Program (Jr. Cons)
5. Scheduling cutover time / period
6. Test the transactional data as per legacy system check

Roles & Responsible in Final Preparation Phase as a Jr. Consultant

Prepare End user manual
Prepared Authorization Matrix
Involved in Data Upload
PHASE – V
GO LIVE & SUPPORT
Duration: 4 months

Go live is date …. Starting using SAP system at client premises, stopping legacy system officially.
First Transaction Code enter by who is inagrating SAP System.

Hyper Care: Post go live support is called HYPER CARE.

KT – Knowledge Transfer
All documents till now what we prepared we have to handover to client. For future references, in
case support project who ay going to do support project in future this will help them.

Roles & Responsible in GO-LIVE & SUPPORT Phase as a Jr. Consultant

KT – Knowledge Transfer for 2 Business Process
Worked on user issues
Interview Questions & Answers (PROJECT IMPLEMENTATION)

1. Introduction your self

2. Tell me about your project

3. What is your project name

4. Who is your Team Lead

5. Who is your Project Manager

6. Who is your core team Members

7. What is your team size

8. Which model are your following

9. Which mythology are you following

10. Where is your client located

11. Which ODC are you working from (offshore client center ODC-Offshore Development Center)

12. What is your project scope

13. Which phase you are involved

14. What is your project

15. What are the standards follows in your project

16. What is project plan

17. What is project plan

18. What is your testing strategy

19. What is positive testing

20. What is negative testing

21. What is random testing

22. Who is your audit partner

23. Who is your training partner

24. Who is your testing partner

25. What is sign off

26. What is kick off meeting

27. What is client deployment Strategy

28. What are your project success indicators

29. Who is allocates resource in your project

30. What is your training mythology

31. What is project preparation

32. What is your project duration

33. Are you a member of steering committee? NO

34. How frequently steering committee meets? Once in 3 months

35. What is Business Blue Print

36. What is AS IS document and CSBP?

37. What is TO BE Document and FSBP?

38. What are the types of GAPS?

39. What is WRICEF?

40. How do you worked in WRICEF?

41. How many Company Code are there in Organization Structure

42. What are the modules you have integrated with

43. What is master data

44. What are the data types

45. How many layers in SAP? What are they?

46. How many months have you worked in BBP phase?

47. Have you prepared BBP?

48. Can you explain any of two WRICEF elements?

49. In how many months Realization will be done

50. What is unit testing?

51. What is integration testing? Who will do

52. What is UAT?

53. Who will do Unit Testing? Jr. Consultant & Testing partners

54. What is your system landscape

55. What is the difference between sandbox & other servers?

56. On which server unit testing will be done?

57. How many clients in your development server? 3

58. How many clients in your Quality server? 2

59. How many clients are there in your production server? 1

60. What is TR? Transportation Request T-CODE:

61. How do you transport request move from your development server to other servers?

62. Do you have access to Quality server

63. Do you have access to Production Server

64. Have you done unit testing

65. Have you done any testing tell me testing procedure & what are the test types used in your
project?

66. What is Golden Client?

67. What is FS? Functional Specification documentation

68. What is TS? Technical Specification documentation

69. Have you worked in FS?

70. How many months you worked in final preparation?

71. Have you prepared user education documents? NO (only IDES SAP)

72. What is end user manual?

73. Whare and how you will upload your data?

74. What is authorization matrix? Are you part of it?

75. What is cut over strategy?

76. What is your training methodology? How many days it will take?

77. How many days will take for Project Preparation?

78. How many days will take for Project Realization?

79. What is GO LIVE and Live DATE?

80. What is hyper Care? Post GO LIVE support period is called Hyper Care

81. Do you have SAL for Hyper Care? NO

82. What are all the FS Documents created so for? FS-Reports, FS-Forms, FS for output
determination: Collect sample formats of output from Core team

FS- for cutover strategy: Identify the open items prepare the FS as per the SAP fields for
Transactional Data to ABAPER to write BDC Program.
SUPPORT PROJECT

Type of Project : SUPPORT

Client : ITC
Support Partner: TCS
Project Scope : ECC 6.0, EHP 4, CRM 7.0, BI/BO 7.0
Modules : SD, MM, PP, FI, CO, HR, BASIS
Team size : 50
SD Team Size : 5
Model : OFFSHORE
ODC : Offshore Development Center – TCS Office

Team lead – 1 Sr. Consultant Mr. Trinath

Associated Consultant: 2 Mr. Raghu, Mr. Rakesh
Jr. Associated Consultant: 1 Mr. Saadik
Jr. Consultant: 2 Mr. Srinivas, Mr. Sai Kumar

Ticketing Tool: TSRM – TIVOLI SERVICE REQUEST MANAGER – IBM

Ticket : issue / problem receive by client
Other Tools: REMEDY / SERVICE NOW / CQ / HP CQ / CLIRIFY / TSRM

Ticket = INCEDENT (in TSRM) end user / Help desk will create issue in TSRM
Ex:
Pricing in sales order – SD - IN232401
Error in Salary - HR - IN232402
Plant error in PO - MM - IN232403
Posting error in GL - FI - IN232404
Very slow SYSTEMS - BASIS – IN232405

Status of Incidents:
- Open
- Assigned
- In progress
- SLA HOLD
- SLA Resolved
- SLA Closed

SLA : Service Level Agreement two types

1. Acknowledge SLA
2. Resolution SLA
 PROCESS OF SOLVE THE TICKET

Module wise or
End user raises the issue Jr. Con will dispatch toProcess wise
Individual Pickup or TL will assign

End user/CT General Dispatch Specific Individual

Help Desk Queue Queue Queue

Development Cycle

Development Quality Production End users

Server Server Server
Functional Integration
Client: 200 Client: 300
Technical Production
Client: 210 Client: 400
Golden
Testing Client: 350
Client: 220

Priority / Severity
Priority 1 – 15 m - 4 hrs
Priority 2 – 4 hrs - 8 hrs
Priority 3 – 16 hrs - 32 hrs
Priority 4 – 24 hrs - 48 hrs

Acknowledge SLA: The maximum time limit given to acknowledge the ticket is Acknowledge SLA.
Resolution SLA: The maximum time limit given to resolve the issue.
What is SLA?
Ans.: Service Level Agreement
What is your SLA?
Ans.: 96%
What is your Team SLA
Ans.: 98%
What is your Project SLA?
Ans.: 98%

Definition of Priority:

P1: All Servers down

All Country are effected
All Transaction are blocked
High value transactions blocked at month end / Quarter end.
P2: Many Servers down
Many Country are effected
Many Transaction are blocked
Medium value transactions blocked at month end / Quarter end.

P3: Few Servers down

Few Country are effected
Few Transaction are blocked
Low value transactions blocked at month end / Quarter end.

P4: Slow system response

User training related issues
Very low value transaction blocked at month end / quarter end.

TSRM – Tivoli Service Request Manager

Login: SDSS004
Password: xxxxxx

List: list of Tickets display

Incident: Details about the issue, Status, Created date, Target date, Actual Date, End user Details,
etc.
Related Records: Check for Previous incident no. if it available with the same issue, resolve by going
through TAB Solution Details by search by ticket no.
Solution Details: details about the issue Symptom, Route Cause, Resolution.
System: Actual issue from end user
Cause: what could be the reason we need to analyze the issue (RCA-Route Cause Analysis)
Resolution: Solution for the above issue (step by step process)

Log: day to day work details what we did, how did collect the information etc., we need to update
every day morning or evening. Working log / Communication Log
Affected Person Ticket History: with the above issue, who are all affected employees list we can see.
Third party data: If the issue with the legacy system or third party ex: scanner, printer etc.
We need to reaise a ticket to third party, update the ticket no. also update the STATUS: SLA HOLD

Q: When we can update the status SLA HOLD in TSRM?

Ans.: 1-If problem with itself SAP, escalate to OSS market. 2-Third party or external issue. 3-End
user not responding or on leave with explanation we can update the STATUS: SLA HOLD.

Warm Handover: One shift to other shift handling over the ticket. We need to mention details in
LOG tab.
 CHANGE REQUEST (CR)

If ITC introduction the following reason we need to the change request.

- New Product launch, Expansion, New Division, Legal changes, Merging companies etc.
- Adding new fields in to existing report or screen

PROCESS OF CHANGE REQUEST

End user/CT Specific Discovery Sizing CCB-Change

Help Desk Queue Session Session Control Board

Ex.: SD, Understand Estimation of No Go

End user raises GO
MM, FI,CO, the CR Require. PPT
the CR -Benefits
-Team Lead
-Jr. Consultant -Time
-Core Team -Manpower
-Cost

Development Cycle

Development Quality Production

Server Server Server
Functional Integration
Client: 200 Client: 300
Production
Technical
Client: 400
Client: 210 Golden
Testing Client: 350
Client: 220

Production Close the

Verification CR by enduser

- CCB-Change Control Board is management from both sides ITC and TCS. Once approve only we
move to Development Cycle.
- Test will be done Development Server with Testing client (220) and Integration Testing in Quality
with client (300).
- Each CR will have FS, TS, Test Suite/case/script etc.
CQ – CLEAR QUEST

Status of the CLEAR QUEST

- Open
- Assigned
- In Discovery
- In sizing
- CCB review
- Approved
- In Development Cycle
- Move to Production
- Product Verification
- Closed

Attach all document along with change request

Ex.: Functional Specification Document
Technical Specification Document
Test Script Document

Production Verification (PV) - < 2% (should be below 2%)

TRAINING
Must ATTEND 80 hrs. online training and 8 days class room training in TCS per year.
You must GIVE 40 hrs. online training and 4 days class room training in TCS per year.

ATTENDING - MEETING
SDM – Service Delivery Meeting

DAILY - TEAM MEMBER - TEAM LEAD - TIME

DAILY - TEAM MEMBER - TEAM LEAD - 15 to 30 min
WEEKLY - TEAM MEMBER - TEAM LEAD - 30 min
MONTHLY - TEAM MEMBER - PROJECT MGR - 1 hour
WEEKLY - TEAM MEMBER - PROJECT MGR - 3 hours

- Unplanned Meeting (UPM)

- All Hands Meeting – will be conducting quarterly, entire TCS and ITC ( what we have done
from last 3 months (explained by TCS), what we have to do in next 3 months (summary by
ITC).
BATCH JOB MONITORING / BACK GROUND MONITORING

Batch job will run by BDC Program written by ABAPER.

Scheduling any job work / process automatically by the system is called Batch jobs.
Ex.:
1. Sales Order Confirmation has to sent by email every day night after 9 pm.
2. Dispatch intimation has to send by email every day night after 11 pm.
3. Original Invoice copy should print every day night at 6 am. Etc.

We need to check every day morning any issue in Batch jobs by go TCODE : SM37
Red color - error
Yellow color – Processing
Green – Success

Roles & Responsible in SUPPORT PROJECT as a Jr. Consultant

- Checking email
- Checking BATCH JOBS monitoring
- Login to Ticket tracking tool TSRM, close if any pending and Pickup 2 or 3 tickets
- Login to CQ-Clear Quest check for any CR’s, update the log
- Attending meeting
o Daily meeting with team lead (R/D)
o Weekly meeting with team lead (R/D)
o Monthly (Review / Delivery) meeting with Project manager
o Quarterly All Hands meeting
o Unplanned meeting
- Trainings
- Organization Contribution

Corporate social Responsible

Valeinlter
Interview
Contrubting in CSR
Problem solved – documented
Innovative ideas

Fire Fight Access: special requirement access (SPM)

How to Learn SAP

Learn  think where to apply

Solution Manager: we used this software in implementation & Support Projects

If is free from SAP along with IDES version
Solution Manager manage solutions given by SAP
1. Implementation
2. Support
3. Upgrade
4. Rollout

Upload all the documents phase wise before SIGNOFF.

It can also be used as a ticketing tool.
It is a medium between SAP  CLIENT & implementation / support partner.
It is also used as a knowledge repository
How to access solution manager
Ask Team Lead for USERNAME & PASSWORD
In solution Manager
1. SOLAR_PROJECT_ADMIN – Project Administration (Project Preparation)
2. SOLAR01 – Business Blue Print
3. SOLAR02 – Configuration (Realization)

OSS – Online Support Service Note

Ask Team Lead for SUSER ID:……. & PASSWORD: ……. LOGIN
Then only allow you to search the solution (Notes), find note and download go through the solution.

HOW TO LEARN SAP:

LEARN – APPLY
Follow the Certified Books

SOLUTION MANAGER:
Solution Manager manage Solution given by SAP.
We used this software in implementation & Support projects.
It is free from SAP & IDES Version along with Commercial Version

Upload all the document phase wise before SIGNOFF.

It can also be used as a ticketing tools
It is a media between SAP & Client for Implementation & Support partner.
It is also used as a knowledge repository

How to access Solution Manager?

Ask team Lead for USER NAME & PASSWORD

Download patches from Solution Manager  connect to SAP Server.

We can also raise ticket to SAP through Solution Manager

BACK GROUND VERIFICATION

SUBJECT – 50
ATTITUDE – 20
COMMUNICATION – 20
OTHER ACTIVITIES – 10

OSS – ONLINE SUPPORT SERVICE (SERVICE MARKET PLACE)

The solution find note and download go through the solution.
IDOC / ALE / EDI
ALE – Application Linking Enabling
IDOC – Intermediate Document
EDI – Electronic Data Interchange

What data Can be Exchanged?

Transaction data:
- SD, MM, FI, CO, MM etc
Master data:
- Material
- Customer
- Vendor etc.
Control data:
- Organization data
- Plant, Sales Organization etc.
IDOC TYPES TCODE – WE30
LIST OF IDOC CREATED (MONITORING) TCODE – WE02 & WE05
RED – ERROR
YELLOW – INFORMATION
GREEN – SUCCESS
PROCESS OF ALL SELECTED IDOC TCODE – WE14
SELECTED IDOC TCODE – BD87
IDOC SEARCH FOR BUSINESS CONTENTS (DATABASE) TCODE: WE09
STATUS CONVERSION WITH TRAFIC EXECUTION TCODE: BD75

User Exist / BAPIs

For enhancement I can use User exists
Difference:
User Exist use once only (single use), it is ABAP CODE
BADIs can use many times (multi times), it is Object Oriented ABAP Code

Survey after getting job:

Joining formalities
Introduction about company
Access & Laptop
Knowledge Transfer about support Project
Tickets
Steps to Survey
1. Check previous ticket in ticketing tool
2. Search with error message in ticketing tool
3. Speak with end user asking for previous ticket no
4. Search in company knowledge portal ex: I assist, I curate, Calapult
5. Search in Service Market place – get Suserid & Password from TL
6. GO to team lead send a email to competency: get mail & contact from TL
7. Also can raise a ticket to SAP through Solution Manager
8. Search Library in SAP
9. SAP Help portals help.sap.com
10. SAP Certification Material
11. Best Practices / Building blocks
QUATION AND ANSWERS FOR SUPPORTING PROJECT

1. Who is your supporting partner?

2. What is your team size?

3. Which model are you following in support project?

OFFSHORE (ODC)

4. Where is the client location?

5. Which ticking tools is using?

TSRM-Tivoli Service Request manager

6. How do you receive tickets?

7. Which mail server are you using?

Out Look

8. How do you connect to client server?

Through AT & T Number and VPN-Virtual Private Network

9. How may tickets you are resolving every day?

2 or 3

10. What is your SLA?

96%

11. What is your TEAM SLA?

98%

12. What is your project SLA

98%

13. What is acknowledge SLA?

The Maximum time limit given to Acknowledge the issue.

14. What is resolve SLA?

The Maximum time limit given to resolve the issue.

15. What is SLA?

Service Level Agreement

16. For severity 2 what is SLA in your project

17. How many hours you will take

18. What is CR?

Change Request
19. In which scenario you will get CR?

20. How many CRs do you work every day?

1 or 2

21. Which tool you are using for CRs?

CQ – Clear Quest

22. What is CR Process?

End user or help desk will create Change Request in CQ (Clear Quest) it will generate one number, it
will go to Specific Queue, Team Lead will go through the CR, arrange the
Discussion Session (Teal Lead, Jr. Consultant & Core Team) Understanding the Client requirement or
Change request next move to sizing Session in this estimation of Requirement, time, benefit, cost etc
will present to CCB (management from both ITC & TCS).
CCB will decide Approve or not approve, if not approved Jr. Consultant will close the CR in CQ, if
approved move to Development Server.
Start development cycle, testing, transfer to Quality, test, transfer to Production server. Will inform
to end user to verify the CR, after his confirmation CR status end user will Close.

23. How do you move CR to Production?

From Development Server in Functional client to Testing client, Testing client to
Quality Server in Integration Client to Golden client, Golden client to
Production Server.

24. What is discovery Session?

Understand the client Change Request in the session Team lead, Jr. Consultant and Core team
involve

25. Are you part of sizing session?

No, but I helped preparing Power Point Presentation, documentation

26. What is CCB? Change Control Board

CCB – Change Control Board, management from ITC and management from TCS

27. Do you have any PV failure?

NO

28. How do you attend meeting

29. How do you communicate with the client?

VPN – Virtual Private Network

30. What is Batch job monitoring? Can you explain any one batch job?
31. Scheduling any job work / process automatically by the system is called Batch jobs.
Batch job will run by BDC Program written by ABAPER.
Ex.:
1. Sales Order Confirmation has to sent by email every day night after 9 pm.
2. Dispatch intimation has to send by email every day night after 11 pm.
3. Original Invoice copy should print every day night at 6 am. Etc.

32. Do you have any organization Contribution

33. Can you explain at least 2-3 tickets which you have resolved?

34. Which testing have you done support?

Unit Testing and Integration Testing, +, -, random testing

35. Which server you are developing you CR?

Development Server

36. Where you will do your integration testing?

Quality Server

37. Do you have access to production server?

NO

Interview Questions & Answers

Q. While doing return delivery system will propose PGR. Where is the control?
document category is “T” then while creating delivery system propose post goods receive (PGR).

Q. While creating default W/O order reference how system is determining movement type
information?
System consider default order type ‘DL’ whenever order required field is “Not sales order required”
i.e. for LO and NL. System consider default order type “DL” to determine movement type while
doing PGI.

Q. My user is increasing the quantities in delivery document more than order quantity, i want to
restrict that. Where is the control?
Ans. - Check over delivery– maintains “B”, but also check over delivery tolerance or unlimited
tolerance in customer shipping point.

Q. Where is the control when you create return invoice the accounting entry is
Revenue A/c.....Dr.
To, Customer A/c....Cr.
Ans.- SD Document category – “O” – Credit memo

Q. Where is the control that when we create proforma invoice and there is no accounting entry?
Ans. SD document category – “U”.
Q: When you create Credit invoice system generate what is the accounting document and the
accounting entry?
Ans.: Customer A/c.......Dr
To, Revenue A/c.....Cr.

Q: what is the account entry when case invoice posting?

Ans.: Cash settlement A/c....Dr.
To, Revenue A/c......Cr

Q. Any condition table if you save it in local object then how to get it back into request?
Ans. Go to change mode of condition table [V/04]  click on go to object directly entry  mention the
package number  save it.

Q. Why we assign condition type in “OVKK”?

Ans. To see the amount of condition type in line item overview or to change the amount of condition
type in line item overview.

Q. Can i have two base price condition types active in a single sales document? Where is the control?
Ans. No – condition class [B].

Q. Client requirement is, there is a condition type which is manual which user enters manually into
sales document but after entering condition type. System should not allow to change the amount or
value. Where is thecontrol?
Ans. [ ] amount and [ ] value in particular condition type.