World Leading Company in the Sporting Goods Industry
SCOPE OF WORK INFOSYS SOLUTION / APPROACH
• 24*7 On Call support for critical issues (Severity 1 & 2) • Production-Support, Maintenance of SAP solutions covering IS-AFS SD, • SLA based managed support services where Infosys takes complete accountability MM, FI, CO, IS-Retail, POS-Pipe, BI, • Shared model for providing support with one global team working out of multiple delivery centers to cover entire SCM, CRM, SRM and SAP HR. globe • Geographic Scope Includes:24 • Infosys Support Model is based on ITIL Service Management Framework countries spread over Asia Pacific, • Thin onsite presence for coordination purpose only while bulk of support team at offshore (80%) to drive down Europe and North America, Latin the total Support Cost America. • The time zone difference across globe leveraged to provide business hour support for all regions • Production Support Levels: • Efficient Utilization of client SMEs time due to leveraging of resources with prior client and AFS knowledge ̶ L2 Support for all regions, except US • Stringent service management with continual tracking leading to SLA adherence, with continuous ̶ L3 Support for all regions improvements • Range of Activities: • Infosys to Invest Client Academy (adA) to have client specific SAP education program roadmap from basic to ̶ Configuration changes expert level certifications. ̶ Enhancements BENEFITS DELIVERED / ENVISAGED ̶ Bug Fixes, Reports ̶ Performance Improvement • The Infosys solution helped client consolidate and streamline its complex business support functions across its ̶ Regression testing multi-country operations by centralizing the IT support into 3 Hubs globally ̶ User Queries • Reduced Application Maintenance Costs ̶ Interface Monitoring ̶ With the help of one global L2 team client could save a lot of money. ̶ System Monitoring • 95% tickets delivered according to SLA • No. of Users Supported: 7,500+ • The integrated AM and AD services ensure seamless and low risk transition from project to steady state • Commitment for TCO reduction though problem management and continuous improvements