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