SAP - Project Work

Based on an explanation by Mr. R.
K (Delivery Manager, Accenture – Hyd)
Rizwan Ul Hasan Siddiqui

1/28/19 Project Symphony - WIPRO
[+91-9972898088]
Contents:
I N T R O D U C T I O N........................................................................................................................ 5
 Types of Data in SAP:.......................................................................................................... 5
 Master Data: .................................................................................................................. 5
 Transaction Data: ........................................................................................................... 5
I M P L E M E N T A T I O N ................................................................................................................. 6
 Overview:........................................................................................................................... 6
 Project Model Standards: ................................................................................................... 6
 Project Types: .................................................................................................................... 7
 Project Methodology : ........................................................................................................ 8
P R O J E C T P R E P A R A T I O N.................................................................................................. 9
 Project Preparation Activities: ............................................................................................ 9
 Introduction ................................................................................................................... 9
 Project Vision / Mission: ................................................................................................. 9
 Project Name / Logo: ...................................................................................................... 9
 Project Objectives: ....................................................................................................... 10
 Project Success Indicators: ........................................................................................... 10
 Project Scope: .............................................................................................................. 10
 Partner Scope of Work: ................................................................................................ 11
 Project Implementation Strategy: ................................................................................. 12
 Client Deployment Strategy: ......................................................................................... 12
 SAP Configuration Standards: ....................................................................................... 13
 Testing Standards and Strategy: ................................................................................... 13
 Training Methodology: ................................................................................................. 14
 Project Plan: ................................................................................................................. 14
 Project Deliverables: .................................................................................................... 15
 Resource Planning and Allocation: ................................................................................ 15
 Formation of Organizational Structure: ........................................................................ 16
 Finalizing Role and Responsibility: ................................................................................ 17
 Releasing of Templates:................................................................................................ 17
 Sign - Off: ..................................................................................................................... 17
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B U S I N E S S B L U E P R I N T ................................................................................................... 18
 As – is and To – be documents: ....................................................................................... 18
 G A P s:............................................................................................................................. 19
 W R I C E F : ...................................................................................................................... 20
 Workflow: .................................................................................................................... 21
 Reports: ....................................................................................................................... 21
 Interface: ..................................................................................................................... 22
 Conversion: .................................................................................................................. 23
 Enhancements: ............................................................................................................ 23
 Forms: .......................................................................................................................... 23
 FS and TS (Functional Specifications and Technical Specifications): ............................... 24
 Finalization of Organizational Structure: ........................................................................... 25
 Company Code: ............................................................................................................ 25
 Plant: ........................................................................................................................... 26
 Storage Location: ......................................................................................................... 26
 Purchase Organization:................................................................................................. 26
 Integration: ...................................................................................................................... 27
R E A L I Z A T I O N....................................................................................................................... 28
 Types of Servers: .............................................................................................................. 28
 Difference between servers: ............................................................................................ 30
 Clients: ............................................................................................................................. 30
 Development Server: ....................................................................................................... 30
 Functional Configuration: ............................................................................................. 30
 Technical Development: ............................................................................................... 30
 Unit Testing: ................................................................................................................. 31
Unit Testing - Flow Chart ...................................................................................................... 32
 Quality Server: ................................................................................................................. 33
 Golden Client: .............................................................................................................. 33
Integration Testing - Flow Chart ........................................................................................... 34
 Production Server: ........................................................................................................... 35
 Integration between Project Scopes: ................................................................................ 36
 Standard Server Names: ................................................................................................... 37
 Real Time Login Process: .................................................................................................. 37
 Server Usage Access: ........................................................................................................ 38
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FINAL P R E P A R A T I O N .................................................................................................... 39
 Master Data Upload: ........................................................................................................ 39
 End User Training: ............................................................................................................ 40
 Authorization Matrix: ....................................................................................................... 41
 Cut-over Strategy: ............................................................................................................ 41
 Cut-over activities: ....................................................................................................... 42
 User Acceptance Testing (UAT): ....................................................................................... 42
G O L I V E & S U P P O R T ..................................................................................................... 43
 Go-live: ............................................................................................................................ 43
 Support: ........................................................................................................................... 43
 Knowledge Transfer (KT): ............................................................................................. 43
S U P P O R T .................................................................................................................................... 44
 Overview:......................................................................................................................... 44
 Ticketing Tools: ................................................................................................................ 44
 Ticketing / Dispatching Process: ....................................................................................... 45
 Service Level Agreement (SLA): ........................................................................................ 46
 SLA Hold: ...................................................................................................................... 46
SLA Process .......................................................................................................................... 47
 Ticket Priority Categories: ................................................................................................ 48
 Root Cause Analysis (RCA): ............................................................................................... 48
TSRM Screen ........................................................................................................................ 49
 Change Request (CR): ....................................................................................................... 50
 Regression Testing: .......................................................................................................... 50
 Change Request (CR) Status Cycle: ................................................................................... 51
 Change Request (CR) Process: .......................................................................................... 52
 Solution Manager:............................................................................................................ 53
 OSS (Online Support Service) Notes:................................................................................. 53
 Fire Fight Access:.............................................................................................................. 54
 Other Support Activities: .................................................................................................. 54
 Batch / Background Job Monitoring:............................................................................. 54
 Attending SDM (Service Delivery Meeting) Calls: .......................................................... 54
 Ad-hoc Meetings: ......................................................................................................... 55
 All Hands Meetings:...................................................................................................... 55
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 Training Sessions: ......................................................................................................... 55
 Organization Contribution: ........................................................................................... 55
 Application Linkage and Data Exchange: ........................................................................... 56
 Application Linking and Enabling: ................................................................................. 56
 Intermediate Document: .............................................................................................. 56
 Electronic Data Interchange: ........................................................................................ 56
 Data that can be exchanged: ........................................................................................ 57
 Monitoring: .................................................................................................................. 57
 Consultant Responsibility: ............................................................................................ 57
 Agile Methodology: .......................................................................................................... 58
 Terminologies: ............................................................................................................. 58
 Process:........................................................................................................................ 58
 Sprint Period: ............................................................................................................... 59
 Advantages: ................................................................................................................. 59
P O S T J O B S U R V I V A L ..................................................................................................... 60
 Implementation ............................................................................................................... 60
 Support: ........................................................................................................................... 61
R O L E & R E S P O N S I B I L I T Y .............................................................................................. 62
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Implementation Overview
Project Work
INTRODUCTION
 Types of Data in SAP:
1. Master Data
2. Transaction Data
 Master Data:
Master data is the data that does not change often and is always needed in the same way by
business.
Ex: One time activities like creating Company Codes, Materials, Vendors, Customers etc.
Every company needs to buy raw-material and office-supplies like printers, stationary etc. For
this they would have a list of Vendors. These vendors would have details like their name, address,
contract agreement terms etc. These would be considered as master data – specifically Vendor Master
Data. Such data may change, but once in a while. For example if a vendor changes his or her office
address or bank account number, then the master data is updated respectively.
Some important transaction codes for Master Data are as follows:
Category T- Codes
Material MM01, MM02, MM03
Vendor XK01 , XK02 , XK03
Customer XD01 , XD02 , XD03
 Transaction Data:
Transaction data is the data which keeps on changing and deals with day to day activities
carried out in a business.
All data related to Sales, Purchases, Deliveries, Invoices etc. represent transaction data.
Some Important transactions for Transaction Data are as follows:
Category T- Codes
Purchase Order ME21N , ME22N , ME23N
Sales Order VA01 , VA02 , VA03

Goods Receipt MIGO
Goods Invoice MIRO
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IMPLEMENTATION
 Overview:
Client ITC
Product Vendor SAP
Implementation Partner WIPRO

2 years
Project Duration
(Decided by WIPRO)
Project Type Implementation
Project Scope ECC 6.0 Ehp 4, CRM 7.0, BI / BO 7.0
(No. of products being implemented) (License keys will be purchased by client)
Project Methodology Value ASAP
Project Cost 110 crores

100 members
Team Size (Decided by WIPRO based on past implementation
experience)
Model On-site
 Project Model Standards:
Implementation / Model
Project Type Client Location Location Attendance
Support Partner Followed
Implementation ITC India WIPRO India On-site 100%
Coca- On-site 40%

Implementation USA WIPRO India
Cola Off-shore 60%
Support ITC India WIPRO India Off-shore 100%
Coca- On-site 20%

Support USA WIPRO India
Cola Off-shore 80%
 Note:
Client does not make any payment to the WIPRO employees during on-site model. Instead, it pays
directly to the WIPRO who in turn pays the employees for all their expenses incurred towards living and
travel.
Page | 6
 Project Types:
1. Implementation
2. Support
3. Upgrade
4. Roll-out
 Implementation - Shifting from legacy system to SAP system.
Legacy system is any software which was being used before the implementation of SAP
software.
Duration : 6 months – 2 years
 Support - Providing support / assistance for the existing implementation.
Support can be provided either by the same company who implemented SAP or the client can
hand it over to a different company.
Duration : 2 years – 20 years
 Upgrade – Upgrading already implemented SAP software to the latest / higher version.
 Technical Upgrade - System hardware / configuration upgrade.

Duration : 1 week
 Functional Upgrade – Installing latest patches / updates

Duration: 3 months – 6 months
 Roll-out – Expanding client business in another country.
After implementing SAP for the client in one country, the client may ask to implement it in his
other offices in other country. It includes:
 Changing language, currency

 Understanding legal / statutory / taxation
 Local business process
Roll-out is charged separately from implementation.
Duration : 3 months – 6 months
Page | 7
 Project Methodology :
Project methodologies vary depending on the implementation partners.
Implementation Partner Registered Methodology
SAP ASAP (Accelerated SAP)

WIPRO Value ASAP
Value ASAP has 5 (five) phases:
Duration (in months)

Sl. No. Phase
1 year Project 2 year Project
1. Project Preparation 2 4
2. Business Blueprint 3 6
3. Realization 3 6
4. Final Preparation 2 4
5. Go-Live and Support 2 4
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Phase – 1 Project Preparation
PHASE - 1
PROJECT PREPARATION
(4-Months)
This phase involves getting all the things ready so as what needs to be done to make the project
successful. The preparation is mostly carried out by senior executives and management.
 Project Preparation Activities:
 Introduction
This is started with a kick-off meeting. Kick-off meeting is the Day 1 meeting for any phase.
 The kick-off meeting is held at the client’s place.

 In this meeting, the client and consultants introduce each other.
 The junior, associate and senior consultants will be explained about their respective role in the
project.
 Project Vision / Mission:
Vision -> what has to be achieved / what the client wants

Mission -> how to achieve the above vision
Vision is provided by the client. Here, the vision of ITC is to shut down their legacy software and
replace the same with SAP software.
Mission is carried out by WIPRO. They will identify how to achieve the client’s vision.
 Project Name / Logo:
A project name helps both the client and implementation partner in their respective ways.
The client may have various projects. In order to identify and discuss about a specific project, every
project is given a name. It also helps the client to easily identify that to which project he is allotting
the funds. On the other hand, WIPRO uses the project name to maintain secrecy of the project from
its competitors.
The project name and logo is designed by the junior consultants of WIPRO. A SPOC (Single
Point of Contact) is assigned for this responsibility. All the junior consultants will submit their choice
of project name and logo design to the SPOC who in turn will forward it to the senior executives for
its finalization.
Page | 9
Here, the name of our project is “Project Symphony” and the logo is as shown below:
Project Symphony
 Project Objectives:
The project objectives are decided by the client. Usually, their objectives are as follows:
SAP Module Objectives
Increase revenue
Increase employee utilization
All SAP Modules
Increase productivity
Single point of source for data
SD / MM / PP Decrease product shortage in market
FI / CO Error free financial statements
Optimal stock maintenance of all the
MM
products / raw material in the company
HR / HCM Error free salary statements
BASIS High performance SAP systems
 Project Success Indicators:
These are the values of the project objectives as projected by the client. It includes:
 To increase revenue by at least 10%

 To decrease product shortage than before
 To increase employee utilization by 20% etc.
 Project Scope:
The project scope is divided into 2 (two) parts.
 Geographical Scope: This is decided by the client.
 Module Level Scope: This is decided by the WIPRO team Leaders. They decide which modules are
to be implemented for this specific project.
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Project Scope
Geographical Scope Module Level Scope
ECC 6.0 Ehp 4
SD
Client location? MM
Client Company? PP
Client Company Division? CRM 7.0 BI / BO 7.0
FI / CO
Ex: India -> ITC -> Paper Division BI / BO
HR
BASIS
 Note:
ITC is a client who is assigning WIPRO for the implementation of SAP software at a cost of
Rs. 110 crores. This cost is solely for the implementation of SAP software.
Before starting the implementation, ITC has to make everything ready by purchasing the
hardware / servers from HP, IBM etc. ITC also has to purchase the software and their license keys from
SAP and other respective product vendors.
Once everything is ready, ITC hands over the systems to WIPRO for starting the
implementation.
 Partner Scope of Work:
ITC may hire partners for various activities. Following are the three partners hired for this project.
1. Testing Partner
Ex. InfoTech
2. Training Partner and

Ex. ATOS
3. Audit Partner
Ex. Deloitte, IBM, SAP
Page | 11
Training Partner
Testing Partner Audit Partner
Phase Role Days
The training
Project
partner gives an 2-3
Preparation
introduction of days
phase
SAP to the client.
The SAP module

concepts are These are highly
explained to the experienced consultants
Hired by ITC for assuring Business client so that they with 15 -20 years of
2-3
that the SAP software Blueprint can remind experience in SAP. They
days
implemented by WIPRO phase WIPRO if they check the project
is working properly. miss implementation at the
Usually, this partner is implementation of last 15 days of every
hired during Realization any concept. phase. In fact, this is
phase for around 2 Testing partner more helpful for WIPRO
months. performs tests to to rectify their faults
Realization 2-3 before heading towards
check proper
phase days the next phase.
functioning of the
software.
Training is given
Final
by testing partner 15
Preparation
to the client end days
phase
users.
 Project Implementation Strategy:
This strategy is prepared by WIPRO so as how to follow the Value ASAP methodology.
 Client Deployment Strategy:
Here, client refers to a 3 digit numeric number in SAP software. It is decided by BASIS consultants
based on:
 No. of servers
 Size of server
 Name of server
 No. of clients for a server
 Connectivity between the servers
 System landscape ( Diagram of system connectivity)
 Use of each client
 Finalization of TR (Transport Request) process
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 SAP Configuration Standards:
SAP recommends following some standards such as:
 Upgrading the systems every 4 years. If not, SAP doesn’t provide support.
 SAP runs on ABAP language. SAP recommends that the ABAP consultants should write every program
starting with Y or Z letters only. If this standard is not followed, then the SAP programmers face
difficulty in writing the programs for the newer version of SAP containing the new features and
functionalities. In other words, if the standard is not followed, then the upgraded version of SAP
cannot be implemented with ease and it will disturb the existing configuration. Therefore, in order to
keep the old data and configuration undisturbed, SAP programmers write every program for the
newer version of SAP with a line asking to skip the functions starting with the letters Y and Z.
 Testing Standards and Strategy:
These testing are performed by the WIPRO consultants. There are 3 (three) types of testing:
1. Unit Testing
 Positive Testing
 Negative Testing
 Random Testing
2. Integration Testing
3. User Acceptance Testing
Testing Standards
User
Integration
Unit Testing Acceptance
Testing
Testing
Individual module testing is known as unit testing. It
has three parts.
Positive
Negative Testing Random Testing
Testing Testing of
Testing of end
integration
Testing the user’s
Testing the between
configuration understanding
configuration by different
by inputting of SAP is
inputting wrong Testing the modules is
valid values. known as user
values. If the configuration by known as
If there’s any acceptance
system accepts inputting random Integration
error, then testing.
the wrong values, (positive/negative) testing.
the testing
then the testing values.
has failed.
has failed.
Reconfigure
Reconfigure it.
it.
Page | 13
 Training Methodology:
SAP recommends adopting of TAT methodology for training.
TAT -> Train A Trainer
However, WIPRO adopts the same training methodology for training by calling it as WTM
methodology.
WTM -> WIPRO Training Methodology
WIPRO ITC ITC ITC ITC

1 10 100 Total
100
Junior Core Team Power/Super Trained
End Users
Consultant Members Users Users
1 10 100 100 = 1,00,000
 Project Plan:
The project plan is made by the project manager of WIPRO. It consists of each and every
activity with respective date and person responsible for carrying out that activity. It shows all the
activities which are to be carried out until the completion of project i.e. 2 years. The project plan is
usually made in MS Excel and the project manager updates in usually once in a week.
Person
Activity From Date To Date Status Comments
Responsible
Project Project
st st
Preparation 1 March 1 March Manager Completed -
Phase – Mr. Anish
Team Leader Waiting for
Introduction 2nd March 5th March In Progress
– Mr. Kishore client input
Project Junior
Vision/Missio 2nd March 10th March Consultant
n – Mr. Srinivas
Project
2nd March 7th March
Name/Logo
-
Table: A sample view of Project Plan
Page | 14
 Project Deliverables:
All the things / documents given to the client are known as project deliverables. For example:
 In project preparation phase, WIPRO consultants prepare a project charter in the first four months
and then deliver it to the client.
 In business blueprint phase, after the preparation of blueprint, it is delivered to the client.
 Resource Planning and Allocation:
This planning and allocation is performed by the project manager of WIPRO.
SD 4
MM 6
PP 5
FI /CO 10
BI / BO 5
1
Team Leader
ECC 6.0 Ehp 4 1
Senior Consultant
HR 5
2
Associate Consultants
1
Junior Consultant
BASIS 5
ABAP 10
CRM 5
 Number of members in a project depends on the client’s type of industry. For example, a
production company admits more MM and PP consultants.
 Every module has only 1 team lead. However, the senior/associate/junior consultants can vary
depending upon the requirement.
Page | 15
 Formation of Organizational Structure:
ITC WIPRO
CEO / CEO /
Chairman Chairman
Vice Vice
President President
Steering Committee Chief Chief

Information Information
Officer Officer
SAP
IT Dept.
Delivery
Head
Manager
ITC SAP SAP

Project Program
Manager Manager
Core Team
Members SAP Project
Manager
of
Team Leads
SD MM PP FI / CO
of
Super Users
SD MM PP FI / CO
End Users
Senior
Consultant
Associate
Consultant
Junior
Consultant
Page | 16
In an organizational structure, the Core Team Members and the Team Leads have the most
crucial role.
The respective module core team members from the client (ITC) should explain their project
requirements to the respective module team leads clearly and ensure that they have understood their
explanation. In turn, the team leads should ensure that they understood the requirements as
explained to them by the core team members. If not, they should contact the core team member until
their doubts and queries are cleared. Further, the team leads are responsible for explaining the
requirements to their senior/associate/ junior consultants.
The Core Team Members and the Team Leads are solely responsible for answering their
respective senior management.
Usually, a core team member is a person with 15-20 years of experience in his respective field.
For example, a FI/CO core team member will be finance manager with 15-20 years of experience in
the finance department.
 Steering Committee:
All the designations enclosed in the dotted line in the organizational structure are a part of
steering committee. Their responsibilities include:
 Meeting once a month

 Giving directions to the project
 Taking decisions
 Resolving conflicts / issues
 Driving the project
 Finalizing Role and Responsibility:
A project manager is the person responsible to explain the consultants about their role and
responsibility in the project.
 Releasing of Templates:
An existing and an empty format which was previously used is known as a template.
Ex. Project Charter, As-is document, To-be document etc.
 Sign - Off:
This involves signing of the legal documents between the client (ITC) and WIPRO
managements.
Sign-off is carried out at the end of every phase so that it ensures that the client is satisfied
with the completion of the current phase and hence WIPRO can begin the next phase of the project.
It also involves sanctioning of payment to WIPRO.
Page | 17
Phase – 2 Business Blueprint
PHASE - 2
BUSINESS BLUEPRINT
(6-Months)
This phase involves understanding the client’s requirement in SAP and providing solutions
until he is satisfied and signs off the blueprint document. As this blueprint is made for a business,
hence the name Business Blueprint.
Business Blueprint stage consists of:
 As – is and To – be documents
 Gaps
 WRICEF
 Finalization of Organizational Structure
 Integration
 Master Data
 Executive Summary ( brief intro about client company)
 As – is and To – be documents:
There are 2 (two) important documents to be referred in this phase. They are:
1. As - is document and
2. To - be document
WIPRO calls As - is and To - be documents as CSBP (Current State Business Process) and
FSBP (Future State Business Process) respectively.
These documents involve identifying of:
Current Business Future Business

Process in Process in
Legacy System SAP System
Current Pain Future Solution
Points in Legacy to Pain Points in
System Legacy System
Current Reports Future Reports in
in Legacy System SAP System
Documents
“ As Is ” “ To Be ”
Page | 18
“ As Is ” “ To Be ”
( As it is ) ( How it is going to be )
( C. S. B. P ) ( F. S. B. P )
Current State Business Process Future State Business Process
WIPRO provides the client with a template in As – is template is received from client and
the project preparation phase. examined.
Present working process in the legacy system is

The requirements are understood to provide
mentioned in the template. For example, how a
solutions / gaps.
PO is created in the legacy system.
Current pain points and reports in the legacy Solutions to pain points and future reports are
system are mentioned. identified.
Prepared by the ITC core team members / end
Prepared by WIPRO Team Leads and Senior
users by the end of project preparation phase
consultants and documentation is done by
(4 months) and submitted to WIPRO for
Junior consultants.
providing solutions.
May contain 150 - 200 As – is documents from Will contain 15 - 20 or a max of 25 To – be
each module documents from all modules.
 G A P s:
GAPs in SAP are divided into 2 (two) types:
1. Not possible by SAP at all.
2. Possible by SAP but not possible because of time, project scope and money.
 Not possible by SAP at all
Not possible by SAP at all Take a work around solution

Ex. Interface the SAP with the bar
Ex. Bar code / printer software
code / printer software
Page | 19
 Possible by SAP but not possible because of time, project scope and money
Possible by SAP but not

possible because of time,
project scope and money
Project Manager / Team Lead prepare a PPT

showing:
* Requirements - PM, QM Module
* Cost - 50 lakhs
* Benefits to ITC
PPT is presented to the

Steering Committee
Not Approved Approved
Scope
GAP Document
Document
 WRICEF:
Any developments (additions/modifications/enhancements) in a project, apart from the SAP
standards are categorized under WRICEF. Depending upon the type, a development may be
categorized either under W, R, I, C, E or F.
W Workflow
ICE
R Reports
RICE I Interface
RICEF C Conversions
WRICEF E Enhancements / Developments

F Forms
History Abbreviations
Page | 20
 Workflow:
As the name itself implies, it is flowing of work from one level/person to another.
No. of Days Mail Intimation Approvals

1 Team Lead Team Lead
7 Team Lead + Project Manager Team Lead + Project Manager
Team Lead + Project Manager + Team Lead + Project Manager +
30
HR Manager HR Manager
Workflow of an employee applying for leave
An ABAP consultant is responsible for configuring the workflow process. Workflow can either
be from bottom to top level or at a parallel level.
All online order processes, complaints etc. are a part of workflow process.
Ex. For MM : Vendor Payments
 Reports:
Reports in WRICEF are developed when the client requirements are more than the SAP
standard reports. The data displayed based on the submission of selected parameters is known as a
report.
At first, the fields required in the selection parameters are identified from the client. Based
on this selection, the client describes what fields a report should consist of.
Below is an example of IRCTC selection criteria and its report:
Selection Criteria Report
The texts highlighted in red color are known as fields. Apart from the SAP standard fields, if
the client requires any additional fields to be displayed in selection parameters / reports, then these
requirements are categorized under Reports.
Page | 21
 Interface:
Linking of non-SAP supported software with SAP software is known as Interface. Interface is
carried out with the help of an ABAP consultant.
For example, client (ITC) had 44 legacy systems and we are shutting down 39 of them.
However, we cannot shutdown 5 legacy systems and we need to continue with them. In such a case,
these 5 legacy systems are continued by interfacing with SAP.
1. Barcode / scanner software

2. Printer software
3. People soft (HR) software
4. Weighbridge software
5. Trim software
Considering MM module, we take an example of Weighbridge and Trim software.
Weighbridge is used in all manufacturing plants. It is used to weigh the vehicle carrying the
raw material. Before accepting the raw material in the plant, the vehicle loaded with the raw material
is weighed at the entry gate and the respective gross weight is noted. Once the raw material is
unloaded in the plant, the net weight of the vehicle is measured and noted at the exit gate. The
difference between the gross weight and the net weight of the vehicle gives the weight of the raw
material.
Similarly, Trim software is used to run automatic cutting machines in manufacturing

industries. ITC used this software in their paper division for trimming papers with 0.0001 mm precision
cut. It was also used in their cigarette division for trimming the cigarette edges with precision.
However, all these possibilities are not available in SAP and hence these software are
interfaced.
Interface of Non-SAP software with SAP
Page | 22
 Conversion:
Here, conversion refers to the transfer of data from legacy system to SAP system. This is
carried out by two methods.
1. L.S.M.W (Legacy System Migration Workbench) and

2. B.D.C (Batch Data Conversion) program.
L.S.M.W tool is used for the initial (first time) master data upload. If any additions,
modifications or corrections occur thereafter, then B.D.C program is used.
 Enhancements:
Any addition / modification in the existing SAP business process is known as enhancement.
Logistic
Purchase Purchase Goods
Goods Issue Invoice
Requisition Order Receipt Verification
Standard SAP Business Process
Quality Checked Logistic

Purchase Purchase Goods Goods Quantity Checked Invoice
Requisition Order Receipt Issue Verification
No. of Items
Enhancement in Standard SAP Business Process
As per the client requirements, an ABAP consultant can add a new process in the existing
standard business process either by providing another transaction code or by displaying a new pop up
screen. Enhancement also includes addition of fields in any screen. For example, a HR before the
resignation of an employee may ask to add a screen displaying his arrears, loans, leave balance etc.
 Forms:
Forms refer to a printout. Any modifications in the standard SAP printing format is an example
of forms.
From To To
Advertisement
Address Address Address
Material Qty Price Material Qty Price
Store Name Store Name Advertisement
Standard SAP Print Format Modified Print Format (Forms)
Page | 23
 FS and TS (Functional Specifications and Technical Specifications):
Each one element in the WRICEF has two specifications. They are:
1. Functional Specification:
Specifying the functionality required is known as functional specification.
Any new feature requirement from the client is first understood by the respective module
functional consultant and all the information necessary for the technical consultants to develop
that requirement is noted. The same is explained to the ABAP consultant who in turn writes a
program. This program is then tested by functional consultant for its proper functioning.
The same can be obtained by pressing F1 key in SAP.
Fields From To
S. Organization
D. Channel
Division
Material
Material Group
Country
Customer
Period
Input Selection Parameters (Given by client)
Data Extraction
Field Names Remarks Example
Source
S. Organization
D. Channel Consists of field
Division technical details such as
Material table name (Press F1 key
in SAP). Entered by
Material Group functional consultant
Country and submitted to ABAP
Customer consultant.
Period
Functional Specification Document Format
2. Technical Specification:
Technical Specification is a basic approach in order to meet the functional specification.
Once the functional consultant tests the program, then the ABAP consultant writes the
final program.
Page | 24
 Finalization of Organizational Structure:

 Company Code:
No. of company codes in an organizational structure are decided by FI/CO consultants based
on the no. of entities (share companies) or the no. of legal registrations of a company registered with
the government. It also includes no. of profit and loss statements being submitted to the government.
Ex. In the below Reliance organizational structure, there are a total of 4 company codes.
1 Co_Cd
1 Co_Cd
Defense 1 Co_Cd
1 Co_Cd
No. of Company Codes in an Organizational Structure
Industry Division Sub-Division No. of Company Codes

Reliance Petroleum 1
Reliance
1
Communications
Reliance Defense 1
Reliance Industries Reliance Digital
Reliance Fresh
Reliance Retail 1
Reliance Trends
Reliance Footprint
Total: 4
Page | 25
 Plant:
A place where manufacturing takes place is known as a plant. No. of plants in an organizational
structure are decided by MM consultants based on where the client wants to capture their cost center
(place where expenses are incurred).
India Country
Andhra
Karnataka
Pradesh
Telangana State
Bangalore Gulbarga Vijayawada Hyderabad City
SR Nagar LB Nagar Kukatpally Uppal Area
1000 500 700 500 600 1000 200 Machine

pens/hour pens/hour pens/hour pens/hour pens/hour pens/hour pens/hour
s
No. of Plants in an Organizational Structure
Cost Center
No. of plants
captured at
Country 1
State 3
City 4
Area 7
Machine 7
 Storage Location:
A place in which products are stored from where they have to be supplied is known as storage
location.
A single plant can have multiple storage locations and multiple plants can have a single storage
location.
 Purchase Organization:
The head department of purchase is known as purchase organization.
Page | 26
 Integration:
An OTC (Order to Cash) process involves integration of 3 Modules of SAP i.e. Integration of
SD <-> MM <-> FI.
Sales Order Delivery Billing
PGI (Post Goods Issue) Button
Order to Cash Process
Example:
In the below table, a current cost/pen threshold of Rs. 12.5 can be set in SAP. Once the
cost/pen crosses the specified threshold, SAP alerts all the departments i.e. SD/FI/MM to collect the
due amount.
A B C D E F G H I J K L M N
Total Current Current Current Total Net Profit
Pen in Cost Selling Pen
Date Assets Stock Assets Cost/pen Credit Assets
Stock /Pen Price Sale
(B1xC1) (B1-F1) (C1xG1) (D1/G1) (E1XF1) (I1+L1) (M1-D1)
1 08-02-19 10 10 100 15 0 10 100 10.00 0 100 0
2 09-02-19 2 8 80 12.50 30 110 10
3 10-02-19 2 6 60 16.67 60 120 20
4 11-02-19 3 3 30 33.33 105 135 35
Once the PGI button is clicked at delivery screen,
 Finished pen stock reduces in MM (T-code: MMBE)
 Cost of pen increases in FI/CO at that particular moment i.e. at immediate reduction of pen stock
 Later, when the payment is received, the current cost/pen again decreases.
 Note:
Interface -> Linking between software
Integration -> Linking between SAP modules
Interfaces are mostly performed by team leads and senior consultants while Reports and
Forms are forwarded to junior consultants.
Page | 27
Phase – 3 Realization
PHASE - 3
REALIZATION
(6-Months)
This phase involves the starting of implementation of project. In this phase, most of the
configuration work is performed by the junior consultants under the supervision of their respective
team leads and senior consultants.
 Types of Servers:
As discussed earlier in the project overview, our project scopes are:
 ECC 6.0 Ehp 4

 CRM 7.0 and
 BI / BO 7.0
Each of the above scope consists of 4 (four) servers namely,
1. Sandbox Server
2. Development Server
3. Quality Server and
4. Production Server
CRM 7.0 ECC 6.0 Ehp 4 BI / B0 7.0
Sandbox Development Quality Production

Server Server Server Server
Project Scope and their Servers
Project Scopes Servers / Project Scope Total Servers

3 4 12
Page | 28
Considering the implementation of ECC6.0 Ehp4. When the client purchases the product from
SAP, they are provided with two software:
1. IDES ECC 6.0 Ehp 4 (Free version)

2. ECC 6.0 Ehp 4 (Commercial licensed version)
IDES (Internet Demonstration and Evaluation System) is a German company who prepares
educational material/servers for SAP. In real time, IDES (free version) will be loaded on the sandbox
server while the commercial licensed version will be installed on the other 3 servers.
During the business blueprint phase, the BASIS consultants load the IDES version on the
sandbox server so that before providing any solutions to the client, it can be tested in the sandbox
server.
200
TR 300
Functional
Configuration
Integration
Testing
TR
Client
210
600 TR Technical
Development
100
310
220 Golden
TR
Unit Client
TR
Testing
Sandbox Server Development Server Quality Server Production Server

ECC 6.0 EHP 4 ECC 6.0 EHP 4
(IDES Version) (Licensed Version)
Development Cycle
System Landscape
Types of Servers
Page | 29
 Difference between servers:
Sandbox Development / Quality / Production

Server Server
Free version Licensed version
Standalone server Interconnected servers
All master data is loaded No data
Restricted access to consultants as per their
Full access to all modules
respective modules
 Clients:
A client is a 3 digit numeric number. Different client numbers are provided by BASIS
consultants based on the requirements. A sandbox server can have ‘n’ number of clients.
Server Client Role
Sandbox 600
200 Functional Configuration
Development 210 Technical Development
220 Unit Testing
300 Integration Testing Client
Quality
310 Golden Client
Production 100
 Development Server:
 Functional Configuration:
This part is used by SD, MM, FI/CO and other module consultants for their respective
configuration.
 Technical Development:
This part is used only by ABAP consultants for their development. ABAP and other module
consultants are provided with different client number because when a functional consultants is
performing a particular configuration, a backend program is already running. If both the consultants
are provided with the same client numbers, then a functional consultant may perform a configuration
at the front end while an ABAP consultant is already developing a program at the backend. This
simultaneous configuration and development will be confused by SAP thinking which one is to be
processed first, thus leading to a display of an error as “ABAP Dump”.
Page | 30
 Unit Testing:
As the name itself implies, it is the testing of unit configuration/program. This testing is
performed by 3 members, sequentially.
1. Functional / ABAP Consultant

2. Testing Partner and
3. Client Core Team member
Each one of the above goes through 3 types of testing. They are:
 Positive Testing
 Negative Testing and
 Random Testing
However, apart from testing, a functional consultant is also responsible for following 3 other
steps as mentioned below:
1. Unit Test Suit

2. Test Case and
3. Test Script
For example, as a MM consultant we need to add two new fields to the PO.
MM consultant writes the FS for 200

addition of two new fields in PO. Functional TR = Transport Request,
Once he saves, a TR is created. Configuration
moved by BASIS consultant.
Based on the FS written by MM 210 TR

consultant, ABAP consultant
Technical
writes the TS. Once he saves, a TR
is created. Development
MM consultant writes the test 220

procedure in the form of test suit,
Unit
test case and test script as shown
below. Testing
Unit Test Suit Test Case Test Script

It’s the matter written in MS-Word.
It’s the filename or
Ex:
heading of MS-Word file.
It’s a folder containing Go to ME21N
Ex:
various test cases. Enter Material type, Qty. etc. Save
Create PO and check two
PO is generated
new fields.
Check for the two new fields.
Page | 31
Unit Testing - Flow Chart
Functional / ABAP
Consultant
Test Suit Positive Testing

Test Case Negative Testing
Test Script Random Testing
Any Test Failed All Tests Passed
Testing Partner
Positive Testing
Negative Testing
Random Testing
Client Core Team Member

Positive Testing
Negative Testing
Random Testing
Test Result Document

and Sign-off
(FS + TS)
Page | 32
 Quality Server:
It involves testing of integration between 300

different modules such as SD, MM and FI.
Integration
Ex. When finished goods are delivered to the Testing
customers, the stocks should reduce and the
accounts should get updated. Client
TR = Transport Request,
moved by BASIS consultant.
After testing of all configurations, 310

developments and integration, the passed and
successful data is forwarded to the Golden
Golden
Client. Client
Unit Test Suit Test Case Test Script
Go to VL02N.
Click on PGI button at delivery
After delivery in SD, stock
document screen.
SD/MM/FI status should reduce in
Finished goods stock should reduce
Integration MM and accounts should
in MMBE.
get updated in FI.
Cost of the goods sold will increase in
GL accounts.
 Golden Client:
Golden client stores all the final tested configurations. It acts as a backup for the
production server. Only the client’s top management has access to the Golden Client.
Golden client is also known as:
 Backup Client
 Pre-production server
 Mirror image of Production server
Page | 33
Integration Testing - Flow Chart
Integration
Module
Functional
Consultant
Test Suit Positive Testing

Test Case Negative Testing
Test Script Random Testing
Testing Partner
Positive Testing
Negative Testing
Random Testing
Client Core Team Member

Positive Testing
Negative Testing
Random Testing
Test Result Document

and Sign-off
(FS + TS)
Page | 34
 Production Server:
The configurations and data from the golden

client is copied to the production server.
Production server is used by the client’s end

users for carrying out their daily transactions.
Consultants have only the display access to the

production servers. If any modification is
required, the configuration has to be done and
100
tested in development server and then moved
to quality server until it reaches the production
server.
Production servers are client’s live servers where their transactions takes place.
Mostly, 3 backup servers of production server are maintained by the client company at secret locations
probably in different countries. All the 3 backup servers will be in synchronization with the live
production server at an interval of every 2-5 minutes. If any damage / crash is caused to the production
server, data can be restored either from the backup servers or from the golden client.
 Note:
 All the TRs (Transport Requests) are moved by BASIS consultants. TRs can be moved back to the
previous server, but SAP recommends moving TRs always in forward direction because if a TR is
moved back or reversed, then the previous configuration will be overwritten.
 Number ranged do not have transport requests. Hence they have to be configured each in
development, quality and production server.
 Data has no transport request. It’s only uploaded.
 While uploading data in the development serer, only a limited data is loaded. For example, a client
has 50,000 customers/employees categorized into domestic, international and government types.
While uploading the data in development server for configuration purpose, we choose 3
customers/employees from each category and thus upload a total of 9 records. This is because
the entire data is not required at the configuration stage. The remaining data can be directly
uploaded in the production server. Moreover, the development/quality servers have less storage
capacity as compared to the production server.
Page | 35
 Integration between Project Scopes:
CRM 7.0 YDC YCC YPC
700
RFC (Remote Function Cable) Connection by BASIS Consultant
ECC 6.0 Ehp 4 YDE Integration between all servers YPE
Integration between CRM and BI/BO servers

YCE
200 300
TR Functional
Integration
Configuration
Testing
TR 210 Client
600 Technical
Development
TR
310
100
220
Golden
Unit
TR Client TR
Testing
BI/BO 7.0 Integration between all servers
710
YDB YCB YPB
Sandbox Server Development Server Quality Server Production Server
Integration between Project Scopes – ECC6.0 Ehp4, CRM 7.0 and BI/BO 7.0
Page | 36
 Standard Server Names:
Product / Server Development Server Quality Server Production Server
CRM YDC YCC YPC
ECC YDE YCE YPE
BI/BO YDB YCB YPB
Expansions:
Letter Details
Y Decided by BASIS consultant (Can be either Y or Z)

First Letter of Server Name
D/C/P ( Development / Quality / Production )
[ For some reason, Q in Quality server is replaced by C ]
First Letter of Product Name
C/E/B
( CRM / ECC / BI/BO )
 Real Time Login Process:
Server • Y_ _
•200 (Functional Configuration)

Client •210 (Technical Development)
•220 (Unit Testing)
User ID
Password
Page | 37
 Server Usage Access:
Server Client User Access
Sandbox All Consultants Full Access
Functional Functional
SPRO & Easy Access
Configuration Consultants
Technical ABAP
Development Server SPRO & Easy Access
Development Consultants
Unit Testing All Consultants Easy Access
Integration Testing All Consultants Easy Access

Quality Server
Client Top
Golden Client Easy Access
Management
All Consultants Easy Access

Production Server
Client End Users Easy Access
Page | 38
Phase – 4 Final Preparation
PHASE - 4
FINAL PREPARATION
(4-Months)
This phase involves verifying that the product implemented is working smoothly. Before
handing over the project to the client, it is to be ensured that there are no errors / faults in the
implemented product and all the configurations, integrations are working fine.
This phase consists of the below mentioned phases:
 Master Data upload

 Authorization Matrix
 End User Training
 Cut-over Strategy and
 User Acceptance Testing (UAT)
 Master Data Upload:
This involves uploading all the legacy system master data to the SAP system. Data upload from
legacy system to SAP has two methods. They are:
1. L.S.M.W (Legacy System Migration Workbench) and
2. B.D.C (Batch Data Conversion) program.
Upload
Expansion Data Type Data Size Details
Method
Initial Data
Legacy System Very Large
LSMW (1st time SAP Standard
Migration Workbench Data
upload)
Customized by
BDC Batch Data Conversion Delta Data Small Data ABAP consultant as
per requirement
LSMW tool is used for the initial (first time) master data upload. If any additions, modifications
or corrections occur thereafter, then BDC program is used.
WIPRO provides the client core team members / end users with an excel sheet template to
enter all the legacy system data that is to be uploaded in SAP system. Once done, the same is handed
over to WIPRO who in turn uses LSMW tool / BDC program for data upload.
Page | 39
LSMW
WIPRO Responsibility
Client Responsibility
BDC
Legacy Sytem Master Data
Master Data is Data stored in from excel file is
uploaded to excel file uploaded to SAP
excel file System
Data Migration Process
If in case after the master data upload, it was found that 500 of 10,00,000 customer data has
problem with their country and language data fields. Now, instead of using the LSMW tool, the HR
consultant writes a FS and forwards it to the ABAP consultant for rectifying the two fields only for
those 500 customers whose data has been defaulted. In response, the ABAP consultant writes a TS for
BDC program to carry out the required modifications / rectifications.
If LSMW tool is used for modifications / rectifications, then the entire data of all 10,00,000
customers will again be uploaded thus consuming a very long time.
Respective functional module consultants use LSMW tool to upload the master data.
Ex. MM consultant -> Material and Vendor Master Data
HR consultant -> Customer Master Data
 End User Training:
This training is carried out by WIPRO in a period of 15 days. As mentioned earlier, WIPRO uses
WTM -> WIPRO Training Methodology
WIPRO ITC ITC ITC ITC

1 10 100 Total
100
Junior Core Team Power/Super Trained
End Users
Consultant Members Users Users
1 10 100 100 = 1,00,000
Page | 40
Following are the steps involved in End User Training:
 End User manual

 Training schedule
 Training the people
 Evaluation of end users (WIPRO consultants tests if the clients end users have been trained
properly)
 Authorization Matrix:
This process involves giving different access to different end users. It is performed by BASIS
consultants.
It involves 3 people. They are:

1. Client core team member
2. Junior consultant from each module and
3. BASIS consultants
Role / End User Access

Name ME21N MIGO MIRO
X Allowed Not Allowed Not Allowed
Y Not Allowed Allowed Not Allowed
Z Not Allowed Not Allowed Allowed
Authorization Matrix Template
The above authorization matrix template is given by the WIPRO junior consultant to the
client’s core team member. Client’s core team member identifies what kind of access is to be given
for their users based on their role / designation. The template is filled and then returned to the junior
consultant who in turn forwards it to the BASIS consultant for providing the users with respective
access.
 Cut-over Strategy:
This process involves cutting over the legacy system and moving its all open transactions to
SAP system using BDC program.
Cut-over period is defined as the period between shutting down of the legacy system to
starting of SAP system.
Team leads and senior consultants are responsible for carrying out the cut-over strategy.
Page | 41
 Cut-over activities:
Following are the activities that take place in cut-over strategy:
 Identifying open transactions in legacy system

 Writing FS for BDC program
 BDC program development and testing
 Executing BDC program
 Updating data
SAP
Legacy System
(Go-Live)
Sunday Monday
Cut-over Period
9.00 pm 12 hrs 9.00 am
10,000 - open orders for TVs 10,000 - open orders for TVs
5,000 open deliveries 5,000 open deliveries
BDC
20,000 open salaries 20,000 open salaries
5,000 open POs 5,000 open POs
Open Transactional Data Migration during cut-over period
The above table shows that the client has to shut down their system usage at 9 pm and
download all their transactional data in excel format within 3 hours. WIPRO consultants will then
upload the excel data in SAP using the BDC program (z_open_order_sap), which is already written and
tested by ABAP developer when he received the FS by respective functional consultant. All testing of
the written BDC program is performed in the development server while the uploading is carried out
in the production server.
If the client business runs 24x7, then it is suggested that the client should cut-over their system
usage for 2-3 hours during the least sale period. Also, Go-Live for client is not at all recommended at
the end of month, quarter or year. It’s usually carried out in the first week of a month.
 User Acceptance Testing (UAT):
This testing usually involves client’s core team member, super users in realization phase and
end users in the final preparation phase. Client appoints some of its end users to work on the SAP
system. If the client feels that his end users are important, then UAT can take place in the realization
phase.
All testing happen in development server. An end user is given Easy Access in development
server for his testing purpose. In case the end users complain about any error in SAP system, then the
same will be rectified in realization phase. If the end users were hired in final preparation phase and
they complain of any error, then the same will be rectified post Go-live in the support phase.
Page | 42
Phase – 5 Go Live & Support
PHASE - 5
GO LIVE & SUPPORT

(4-Months)
 Go-live:
Go-live is the day when the client starts using the SAP system. WIPRO organizes a grand
celebration at a 7 or 5 star hotel inviting all its members and the client members. Usually the CEO of
Client Company cuts the ribbon and cake ad starts using the SAP system.
The first transaction carried out in Go-live is the Sales Order. The new sales order number will
be an addition of the previous sales order number.
Ex. Sales order no. at cut out -> 10,000

Sales order no. after Go-live -> 10,001
 Support:
Support involves providing assistance for the existing implementation for a period of 4
months. In case, after this support period is over, the client decides to handover support to another
company then he is free to do so. Support involves 3 types. They are:
1. Supporting the issue

2. Hyper care period
3. Knowledge Transfer (KT)
 Knowledge Transfer (KT):
Knowledge transfer is explaining the configurations done to the new consultants of the same
company or the consultants of the new support company. There are two types of Knowledge Transfer:
1. Forward KT
2. Reverse KT
Forward KT Reverse KT
(45 days) (45 days)
WIPRO WIPRO / TCS WIPRO / TCS WIPRO
Consultants will Consultants will Consultants will Consultants will
work watch work watch
In real-time, Reverse KT is followed because in forward KT, the WIPRO consultant won’t be
interested in explaining their configuration to the consultant of the new support company as they are
losing their business by handing it over to the new support company.
If the support is handled by the same previous company i.e. WIPRO, then the previous
consultants are replaced by the new ones because if any errors occur, then the client members / end
users will start complaining the old consultants about their poor configuration which is now resulting
in errors. Hence to avoid this, WIPRO replaces its consultants so that the new consultants can put the
entire blame on the old ones.
Page | 43
Phase – 5 Support
SUPPORT
 Overview:
Client ITC
Product Vendor SAP
Support Partner WIPRO

3 years
Support Duration
(Decided by client)
Project Type Support
Project Scope
ECC 6.0 Ehp 4, CRM 7.0, BI / BO 7.0
(No. of products being supported)
TSRM – Tivoli Service Request Manager
Ticketing Tool
(Purchased by client)
Support Cost 50 crores
50 members
Team Size
(Decided by WIPRO based on past support experience)
Off-shore
Model
(Working from WIPRO office)
Methodology -
 Ticketing Tools:
Ticketing tool has to be purchased by client. Following are some of the ticketing tools used in
market.
Product Company Notes

TSRM Provided free if hardware
(Tivoli Service Request IBM purchased by IBM
Manager) Tivoli - a place in USA
CQ
IBM
(Clear Quest)
HPCQ HP
Remedy Remedy Many functionalities
Service Now Service Now
Clarify Clarify
 Note:
Issues / problems in SAP are known as tickets. The term differs based on the ticketing tool
being used.
Page | 44
Phase – 5 Support
 Ticketing / Dispatching Process:
Ticket raised by client end General Individual

Specific Queue
user Queue Queue
Sl. Tickets Ticket No. Classified based on Total Picked Pending Ticket
No. Tickets Tickets Tickets Status
Module Process
Plant error in A–3 = 17 Open

IN262532 Opportunity to
1 Purchase Order MM 20 B–4 = 13
A junior Order
C-2 = 11
consultant Assigned
Pricing error in assigned as a
IN262533
2 Sales Order Dispatcher SD Order to Cash 20
forwards the In Progress
Error in salary tickets from
IN262534
3 slip General queue HR Finance 10
to Specific SLA Hold
Low system Queue
IN262535
4 performance BASIS BASIS 20
Resolved
Error while
IN262536 Master Data
5 running report BI/BO 10 Closed
Management
 Note: In Individual Queue, when the respective functional module consultant logs in to TSRM screen, he sees the ticket list. As per his ticket resolving experience,
he picks up some tickets voluntarily. If some tickets are pending and no one picking up, then the Tem Lead assigns the tickets either to himself or to a suitable
consultant.
Page | 45
Phase – 5 Support
 Service Level Agreement (SLA):
Service Level Agreement (SLA) is an agreement for the services (tickets) to be resolved in a
specific period of time. SLA is of two types:
1. Acknowledgement SLA -> Maximum time allotted to acknowledge a ticket.
2. Resolution SLA -> Maximum time allotted to resolve a ticket.
Service Level Agreement
Acknowledgement
Tickets Resolution SLA
SLA
Time limit is provided by client and
Client end user
can vary depending on the project.
assigns the priority.
Time limit is set in TSRM tool at the
Raised by client end user It can be changed by
backend.
WIPRO consultant, if
Less time -> More charges
required.
More time -> Less charges
Priority 1 / Severity 1 15 min 4 hours

 Plant error in Purchase
Order Priority 2 / Severity 2 4 hours 8 hours
 Pricing error in Sales Order
 Error in salary slip Priority 3 / Severity 3 8 hours 24 hours
 Low system performance
Priority 4 / Severity 4 24 hours 48 hours
Every industry / project has a standard SLA. It is decided by client and varies depending on the
type of industry / project. For our current project, the Industry Standard SLA > 95%
A consultant has to resolve a ticket and change its status to Resolved within the maximum
time provided. If not, then the ticket is assumed to be missed and the SLA of the consultant decreases.
If the SLA decreases blow 95%, then the consultant performance is poor and this affects his salary,
promotion and continuation in the next project. The SLA is reviewed by the management either daily,
monthly or yearly.
 SLA Hold:
If for any reason, the ticket seems to be remaining unresolved by the target date, then the
ticket status is put on SLA Hold. Following can be one of the reasons for SLA Hold:
 Ticket issue relates to third party software such as scanner. But scanner technician will be available
after 7 days.
 To understand the ticket, a consultant is trying to contact end user but he’s on leave.
 Problem is with SAP software.
Page | 46
Phase – 5 Support
SLA Process
Ticket Status
Ticket raised by Open

client end-user
Acknowledgement SLA (15 mins)

General Queue
P1
Specific Queue
Resolution SLA (4 hours)

P1
Individual
Assigned
Queue
In Progress
SLA Hold
Resolved
Closed
Page | 47
Phase – 5 Support
 Ticket Priority Categories:
Priority Cause
 All servers are down
 All transactions are blocked
P1
 All countries are affected
 Very huge value transactions are blocked at month / quarter end
 Many servers are down
 Many transactions are blocked
P2
 Many countries are affected
 Huge value transactions are blocked at month / quarter end
 Few servers are down
 Few transactions are blocked
P3
 Few countries are affected
 Medium value transactions are blocked at month / quarter end
 No servers are down but system performance issue occurs
P4 sometimes
 User education related
 Root Cause Analysis (RCA):

It involves analyzing the problem of the ticket and providing the solution. Before changing the
status of a ticket to resolved, below fields has to be entered mandatorily under Solution Details tab in
TSRM tool.
 Symptom
 Cause
 Resolution
Once a ticket is resolved, an intimation through mail is sent to the end user / complainant. If he’s not
satisfied with the resolution, then he has an option to re-open the ticket within a week. If the ticket
remains in resolved status for a week, then the system changed its status to closed. Thereafter, the
same ticket cannot be re-opened and the end-user has to create a new ticket for the same issue.
Page | 48
Phase – 5 Support
TSRM Screen
Log Affected
Related Solution Failure Person Third Party
List Incident Activities Communication
Records Details Work Log Reporting Ticket Data
Log History
 Affected All actions taken

Date against the ticket
 Reported has to be
Date reported here.
The actions taken
 Creation All If the issue
Any are mentioned
Date activities Other is with
List of all previous here so that the
 Affected carried  Symptom persons third party
open incident other consultants
Person out after  Cause facing the software,
tickets / with same / team leads /
Name the ticket  Resolution same it is
incidents issue / mangers can
 Contact No. has been issue reported
problem review. If the
 Address assigned here.
ticket resolution
 Error Details
is delayed, then
 Resolved By the reason for
 Resolved delay is
Date mentioned here.
 Note:
Tickets in TSRM are called as Incidents.
Page | 49
Phase – 5 Support
 Change Request (CR):
Any request for change in the existing implemented SAP system is known as Change Request.
Following activities are a part of Change Request:
 New product launch in client company

 Starting of new business
 New division of an existing business
 Acquisition / merger with other company
Ex. Vodafone (SAP) <-> Idea (Non-SAP)
In case of merger of 2 SAP companies, the SAP system of the company which is acquiring will
be continued and all the merger configurations will be done in this company while the SAP system
of the company which is being acquired will be discontinued.
 Legal / statutory changes like GST

 System upgradation
The tool used for handling Change Request is Clear Quest (CQ). Unlike tickets, there is no SLA for
Change Request as we do not know the time required for processing the changes. However, its process
activity is measured in Product Verification (PV), which should be less than 2% in a month.
 Regression Testing:
Post addition / modification of any configuration / process / report, the consultants test if all
the other functionalities are working properly as before and ensure that there is no disturbance to
other functionalities. This testing is known as Regression Testing.
Page | 50
Phase – 5 Support
 Change Request (CR) Status Cycle:
Open
Assigned
In Progress
In Discovery
In Sizing
CCB Review
Not Approved Approved
In
CR Closed Development
Cycle
Moved to
Production
Server
Production
Verification
(PV)
CR Closed
Page | 51
Phase – 5 Support
 Change Request (CR) Process:
Discovery Sizing Change Control

Clear Quest Specific
Board (CCB)
Tool Queue Session Meeting Review
This session is conducted This meeting session is

by the Team Lead for an conducted by the Team
CCB
CR Module hour. It involves Lead. It involves discussion
understanding of client’s of time estimation for Review
Change Request. processing the CR. WIPRO
No Go
ABAP , BI/BO management Go
MM The participants are: 10 days (Not
consultant presents a PPT to (Approved)
Approved)
the Client
 Team Lead management
Client end-user  Junior Consultant Junior displaying : CR Compete
SD 2 days Development
creates a Change Consultant
 ABAP, BI/BO Closed Cycle
Request
Consultant  Requirements
with CRN: Client Core
CR232235 HR  Client Core Team 2 days to carry out Moved to
Production
Team Member
Member the change Server
 Business
Extra time by Production
BASIS The client core team 4 days benefits Verification
Team Lead
Ex. Adding new member explains the CR  Time required
(PV) by end-
user
fields to existing until it is well understood
 Cost incurred
report by all.
Total time for CR
BI/BO processing CR 18 days Closed
If the CR is not possible,
and its testing
then it becomes a GAP
document.
Page | 52
Phase – 5 Support
 Solution Manager:
Solution Manager (SolMan) is a module of SAP that can also be used as a ticketing tool to
provide solutions during implementation, upgrade, support and roll-out of a project. It is a free and
mandatory software for SAP.
A consultant is provided with a different user ID and password to gain access to the solution
manager. The daily activities carried out by the consultants during implementation phase in Value
ASAP methodology has to be stored / uploaded in the Solution Manger so that it can be accessed easily
and the other team members can get the updates on the project status.
Solution Manager can also be used as a ticketing tool for Non SAP software. However, SAP
charges a fee for this usage and the user interface of this ticketing tool is not friendly.
 OSS (Online Support Service) Notes:

Solution Manager can be used as a knowledge repository. All the solution to the errors
occurred in SAP till date are stored in “SAP Service Marketplace” in the form of OSS Notes with a
reference number. An OSS Note contains the following:
 Error details
 Symptoms
 Reason and Prerequisites
 Solution
Search Database Result Limit
Ticketing Tool Current SAP project database
Company Knowledge Database All SAP projects in the company
SAP Service Marketplace All SAP projects around the world
Search Criteria
SAP Market place also provides:
 Technical support
 Communication with SAP team
 Latest upgrades and patches
 New software downloads
However, an S-User ID and password is mandatory to have access to any of the above features.
This ID and password will be provided post joining in the company by the team lead or a BASIS
consultant, on request. S-User ID and password is also provided to a SAP certified consultant post
course completion at any SAP Authorized Training Centers around the world.
Page | 53
Phase – 5 Support
 Fire Fight Access:
For instance, an error occurred at the end of financial year i.e. 31st March and the company
accounts has to be closed in order to submit them to the government. But there is not enough time
to resolve the error by following the standard resolution procedure (Development -> Quality ->
Production server).
At such a critical time, the consultant’s user ID is given privileged access for a specified period
(2-3 hours) by the BASIS consultant due to which he can have direct access to the production server.
Once the error is resolved, the same can be replicated in the development and quality servers.
 Other Support Activities:
 Batch / Background Job Monitoring:
Following activities are examples of Batch / Background jobs which is to be carried out by
junior consultants:
 HR -> Uploading of new customer data in the system at midnight

 FI/CO -> Payment of employee salaries at midnight
 BASIS -> Scheduling a printout at midnight
ABAP consultant writes the program for running the batch job in the background. Thereafter,
respective module consultants are responsible for monitoring their batch jobs on a daily basis.
Batch jobs are identified and implemented in the implementation phase. However, if there
are any additions / modifications, then it is carried out as a CR in the support phase.
 Attending SDM (Service Delivery Meeting) Calls:
Following content is discussed in Service Delivery Meetings:
 SLA
 Challenges
 Achievements
 Improvements needed
Frequency Duration Attendees
Daily 15 – 30 mins Team Lead, Team
Weekly 30 mins – 1 hour Team Lead, Project Manager
Team Lead, Project Manager,

Monthly 1 hour – 2 hours
Team
SDM Schedule
Page | 54
Phase – 5 Support
 Ad-hoc Meetings:
These are unexpected / unplanned meetings between different module consultants.
 All Hands Meetings:
In these meetings, all members of Client and WIPRO will be involved and they discuss about
the future plans etc. It is held quarterly for around 3 hours and mostly carried out virtually (online).
 Training Sessions:
It is mandatory that the consultants should participate in the training sessions. There are
two types of trainings:
 Attending 80 hours of online and 8 days of classroom training – These trainings provide learning
new methodologies / technologies which are useful for the project.
 Giving 40 hours of online and 4 days of classroom training – These trainings involve giving training
to the other team members about any new methodologies / technologies for which we have been
trained.
 Organization Contribution:
Organization contributions fall under Corporate Social Responsibility (CSR). Here,

contributions refer only to those activities in which a person is physically responsible in helping
the organization. It includes carrying out social activities in which an employee is physically
involved or he’s leading the social cause such as:
 Going to rural areas / govt. schools and enlightening children about new technologies.
 Conducting mock interviews.
 White paper – Issues resolved by us is noted and uploaded in the company knowledge portal for
helping other consultants.
At least 2-3 contributions are required per employee annually. Organization contribution
does not involve donations for any cause.
Page | 55
Phase – 5 Support
 Application Linkage and Data Exchange:
Intranet
ALE ALE
I.Doc
I.Doc
I.Doc EDI Internet
ALE
Terminologies:
A.L.E -> Application Linking and Enabling

I. Doc -> Intermediate Document
E.D.I -> Electronic Data Interchange
 Application Linking and Enabling:
Here, linking of applications through physical connections is carried out by BASIS

consultants whereas enabling the data exchange is carried out by ABAP consultants.
 Intermediate Document:
This is used to understand and exchange the data between third party software (.NET)
and SAP. It is used for Intranet networks.
 Electronic Data Interchange:
This is used for data exchange when the systems are at a far location and physical
connections are not possible. It is used for Internet networks.
Page | 56
Phase – 5 Support
 Data that can be exchanged:
 Transactional Data - SD, MM, FI/CO etc.

 Master Data - Material, Customer, vendor etc.
 Control Data - Organizational Reference Information, Plants, Sales Organization etc.
 Data required to enable tightly coupled distributed applications such as separate HR, separate
treasury etc.
 Monitoring:
A functional consultant only monitors the I. Doc. All other works/changes will be done by
ABAP consultant.
Activity T-code
I.Doc type WE30

List of all I. Docs created WE02 / WE05
Select I. Doc BD87
Process / re-run all I. Docs selected WE14
 Consultant Responsibility:
 Everyday go to T-code WE02 to see list of all I. Docs.

 I any process is not running, go to T-code WE14 to re-run all I. Docs.
If it still fails, contact ABAP consultant.
Page | 57
Phase – 5 Support
 Agile Methodology:
Similar to Value ASAP methodology which is used only in implementation phase,

Agile Methodology is used in support phase in Multinational Companies. It is used for Change
Requests (CRs), not for tickets and is in use since a year.
Prior to agile methodology, SDLC, Waterfall methodologies were used.
Here, the processing of change request again depends on the Change Control Board (CCB)
review and approval. Thereafter, the CR is taken up by the team.
 Terminologies:
Standard Term Agile Methodology Term
Request / Change Request Story
Sprint
Time 1 sprint = 2-3 weeks
1 year – 24 sprints
If there are 100 stories, we ask the client to identify first 10 important stories.
Product Backlog = 100 stories
Sprint 1 = 10 stories
Sprint Backlog = 10
In Agile Methodology, the tool used to solve the stories is known as RTC tool (IBM Product).
These stories are taken up for resolution by 3 members. They are:
1. Product Owner - Member from client side

2. Scrum Master - Team lead / Senior consultant
3. Scrum Team - All members involved in that story
 Process:
Sprint Backlog Scrum Team Size Team Members Stories Allotted
Team Lead 2
Senior Consultant 3
10 5 Associate Consultant 2
Junior Consultant 2
Individual 1
Page | 58
Phase – 5 Support
 Sprint Period:
Sprint 1 = 1st January to 15th January
Sprint 2 = 16th January to 30th January

<
Day Activity Duration Members Points Discussed
How to solve the

1st January Planning Meeting 1 hour
stories
 What was
done
yesterday and
what were its
2nd January – 14th Discussion about pros and
15 mins (daily)
January hurdles Scrum Master cons?
leads the  What will be
meeting / done today?
discussion with  Are there any
the Scrum hurdles?
Team
 What went
well?
 What did not
Retrospective go well?
15th January 1 hour
Meeting  What is
puzzling?
 Ideas for
improvements
Sprint Period Schedule
If 9 stories are resolved and 1 is pending, then this 1 story gets added to the product backlog.
The reason for the backlog has to be reported.
Based on the input and success of Sprint 1, Sprint 2 is started and this time 12 stories are
selected.
 Advantages:
1. Daily coordination with the team for 15 minutes will help to solve the issues.
2. Every person in the team will be in touch with the product owner (client member).
Page | 59
Post Job Survival Support
POST JOB SURVIVAL
 Implementation
Team Lead assigns a configuration part to the junior consultant which he is unaware of. In
such a situation, below steps are to be followed.
1. Search for the related best practices / building blocks in SAP Service Marketplace by obtaining
your personal user ID and password from the Team Lead / Project Manager.
Best Practices / Building Blocks are detailed step by step configuration notes for any
concept from any module. These notes are provided by SAP. Access to this service marketplace is
provided by SAP to the client who shares it with the implementation partner.
2. Use solution manager to understand the business process and to create a ticket with SAP.
3. Check certification material booklet.
4. Check SAP library.
5. Check SAP help sites.
6. Check company knowledge database by getting the user ID and password from the Team Lead /
Project Manager. The database consists of various configuration / issues with their solutions.
Examples of company knowledge database are i-curete, i-assist, catapult etc.
7. Inform the Team Lead and send an e-mail to company competency. Company competency is a
group of people with 15-20 years of knowledge in a specific SAP module.
8. Debug the program with the help of an ABAP consultant.
Page | 60
Post Job Survival Support
 Support:
The first day in support will be an introduction about the company. Thereafter, knowledge
transfer takes place and details about project are discussed for about a week.
Now support phase begins. Team Lead assigned the junior consultant with a ticket of
Severity – 2 and SLA of 8 hours. In order to resolve it, below steps are to be followed.
1. Log in to the ticketing tool.
2. Check the issue and search in the ticketing tool by copying and pasting the issue description.
3. If there are no search results, then ask the end user if there are any previous tickets for the same
issue.
4. Check the related records in ticketing tool for any previous ticket number for the same issue.
5. Check in company knowledge database.
6. Search the error description in SAP service market place.
7. Inform the team lead and send a mail to company competency.
8. Raise a ticket with SAP in solution manager. Meanwhile, change the ticket status to SLA Hold.
Now perform a parallel search in:
9. Certification material booklet.
10. SAP library / websites by clicking the Help button.
11. Related best practices / building blocks in SAP Service Marketplace.
12. Debug the program with the help of an ABAP consultant.
Page | 61
Role & Responsibility Support
ROLE & RESPONSIBILITY

OF A JUNIOR CONSULTANT
Phase Role and Responsibility
 2 to 3 activities (out of 20).

Project Preparation
 Documentation of other activities (except Project Plan).
 Ownership (responsibility) of 2-3 FSBP (To-be documents).

 WRICEF (Prepared 5 Reports + 5 Forms = 10 FS).
 Participating in SAP organizational structure workshop.
Business Blueprint
 Involving in integration workshop.
 Documentation of Business blueprint and FSBP (To-be
documents).
 Configuring topics.
 Development cycle.
 Carrying out Unit Testing / Integration Testing / User
Acceptance Testing.
Realization
 Preparing test suit, test case, test script and test result
document.
 Carrying out positive, negative and random testing.
 Documentation.
 Master data upload.

 Authorization Matrix report.
Final Preparation
 End user training (using TAT methodology for 15 days).
 Cut-over strategy.
 Checking e-mails.
 Monitoring the back jobs assigned.
 Logging in TSRM tool and resolving tickets, if any
Go-live and Support  Logging in CQ and processing the changes, if any.

 Attending meetings, if any.
 Providing knowledge transfer (KT).
 Supporting post go-live issues.
Page | 62

SAP - Project Work

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SAP - Project Work

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Based on an explanation by Mr. R.

K (Delivery Manager, Accenture – Hyd)

Rizwan Ul Hasan Siddiqui

Some important transaction codes for Master Data are as follows:

Material MM01, MM02, MM03

Vendor XK01 , XK02 , XK03

Customer XD01 , XD02 , XD03

Purchase Order ME21N , ME22N , ME23N

Sales Order VA01 , VA02 , VA03

Product Vendor SAP

Implementation Partner WIPRO

Project Methodology Value ASAP

Project Cost 110 crores

 Project Model Standards:

Implementation ITC India WIPRO India On-site 100%

Coca- On-site 40%

Support ITC India WIPRO India Off-shore 100%

Coca- On-site 20%

 Implementation - Shifting from legacy system to SAP system.

Duration : 6 months – 2 years

 Support - Providing support / assistance for the existing implementation.

Duration : 2 years – 20 years

 Technical Upgrade - System hardware / configuration upgrade.

 Functional Upgrade – Installing latest patches / updates

 Roll-out – Expanding client business in another country.

 Changing language, currency

Roll-out is charged separately from implementation.

Duration : 3 months – 6 months

Project methodologies vary depending on the implementation partners.

Implementation Partner Registered Methodology

SAP ASAP (Accelerated SAP)

Value ASAP has 5 (five) phases:

Duration (in months)

 Project Preparation Activities:

 The kick-off meeting is held at the client’s place.

 Project Vision / Mission:

Vision -> what has to be achieved / what the client wants

 Project Name / Logo:

SAP Module Objectives

 Project Success Indicators:

 To increase revenue by at least 10%

The project scope is divided into 2 (two) parts.

 Geographical Scope: This is decided by the client.

 Partner Scope of Work:

2. Training Partner and

The SAP module

 Project Implementation Strategy:

 Client Deployment Strategy:

 SAP Configuration Standards:

SAP recommends following some standards such as:

 Testing Standards and Strategy:

SAP recommends adopting of TAT methodology for training.

TAT -> Train A Trainer

WTM -> WIPRO Training Methodology

WIPRO ITC ITC ITC ITC

Table: A sample view of Project Plan

 Resource Planning and Allocation:

This planning and allocation is performed by the project manager of WIPRO.

 Formation of Organizational Structure:

Steering Committee Chief Chief

ITC SAP SAP

 Meeting once a month

 Finalizing Role and Responsibility:

Ex. Project Charter, As-is document, To-be document etc.