Follow the Sun —SAP Application Management

Support (AMS) Services

Customized to fit your needs, Mygo’s application management support (AMS) services provide you with the flexibility you need from your SAP support team.

We Support The Following SAP Products:

Application Management Support (AMS) Services

Functional Development Basis Security

We can augment your team on all SAP core functions.

Competency across all SAP modules

Dedicated 24/7 support

Support for enhancement projects and production

environments

Robust transition to off-site helpdesk

and support

SAP Business Suite

SAP ECCSAP CRM &

SRMHybris & Mobility

SAP BWHANA & Analytics

Application Management Support (AMS) Activities

Conducting corrective maintenance activities required to make SAP application available at the required level in its released functional form. Corrective maintenance is the correction of reported faults that impair the availability or use of applications, per classifications of criticality:

critical, high, minor and cosmetic

Application Maintenance

Managing the process of planning, designing, coding, testing and implementing enhancements to adapt to changes in data or processing

requirements, improving the applications performance and cost-effectiveness, and to add new functionality to the system

Application Enhancements

Managing the service to achieve contracted service levels, utilizing our leading practices in the areas of Change Management, Configuration

Management, and Release Management by the establishment of Change Control procedures, Interface Control procedures, Version Control

procedures and Release Control procedures

Service Control

As part of overall Service Level Management, reviewing service levels and measurements and adjusting SLOs as necessary to meet changing

requirements. Service levels will be established and adapted as needed over time to represent the needs of business

Service Planning

Establishing and maintaining a Service Quality Plan (SQP) per standards, including the quality review procedures. This will include the quality

review of deliverables and services from other external parties as mutually agreed upon

Quality Management

Proactively taking your applications forward to exploit technical developments and gain business advantage. This unique aspect of

Mygo’s Delivery Phase is designed to provide formal communication processes to allow for the evolution of processes, service levels, and

reporting to meet the District’s ongoing business requirements

Service Evolution

Operating Model

•Confirm Scope of Services

•Establish Service Delivery Model

•Comprehensive Process Framework

•Evaluate Tools Applicable

•Define Requirements for Success

•Implement Service Delivery Model and Process Framework

•Enhance Existing Tools

•Implement New Tools

•Continually Mature Processes

•Project Management

•Quality Management

•Ongoing Improvement in Tools

Performance Management

•Establish SLA and KPI Parameters

•Establish Measurement Framework

•Agree Upon Reporting Framework

•Establish Risk/Reward Framework

•Establish Baseline Values

•Capture Business Expectations

•Define SLA and CI Targets

•Develop Relationship Scorecard

•Reporting Per Requirements

•Ongoing SLA Improvements

•Management Reviews

Organization Change

Management

•Design Retained Org

•Evaluate New Competencies

•Define Change Management Plan

•Global Delivery Model Workshops

•Re-skilling of Retained Organization

•Leadership Development

Governance

•Establish a Governance Model

•Define Communications and Escalation Mechanisms

•Ongoing Governance

Design(Initial Plan Phase)

Transformation(Before Support Launch)

Steady State & Improve(Deployment of Support)

Application Management Support (AMS) Model

•Ongoing Governance

Delivery Director

Program Managers

QA Managers

Our proven delivery framework as depicted below ensures professionalmanagement of services delivered with a high quality assurance using reusable

artifacts developed based on our experience with similar clients in the past.

Onsite Delivery Offshore Delivery

Customer Back Office

CustomerEngagement

Manager

CustomerProcessOwners

CustomerEnd Users

Delivery Manager

Delivery Team

QA Manager

Issue Ticket Acknowledgement, Allocation Analysis, Effort Estimates & Feedback, Prepare Related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, Related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure

SAP Solution Manager, Proprietary Issue Tracking

& Billing System

Daily Review SessionWeekly Status ReportMonthly Status Report

Milestone Delivery ReportException Report

SKYPE Audio Conferencing & Video Calls, Periodic

Visits, E-Mail

Delivery Management Tools

Status Reporting

Communication Tools

Mygo

DeliveryManager

DeliveryTeam

Issue Ticket Acknowledgement, Allocation Analysis, Effort Estimates & Feedback, Prepare Related Business Process Procedures, Configuration on SAP Systems, Prepare Testing Scenarios & Scripts, User Manuals, Related Data Migration, User Feedback, Corrective Actions, Documentation, Issue Closure

Activities Activities

Mygo PMO

Quality Process

Project Management

Processes

Reusable Artifacts

The diagram shown above represents a mixed model of both onsite & offshore resources to support the customer.

Priority Criteria Description Business Functions Examples

P1(Critical)

Regulatory impacting.No feasible workaround exists.Business Outage.

Can’t book Sales Order / QuoteCan’t ship or build Product Customer facing documents that will impact collections or receipts Non compliance to mandatory regulatory requirements

P2(High)

System not performing as designedPainful workaround exists (not sustainable)Will go live without the fix with a sanctioned workaround

Billing or Revenue recognition delayAuthorization issuesDelay receivables Can book Sales Order / Quote with extra step Can ship or build Product with extra step

P3(Medium)

System not performing as designedUseable workaround exists (sustainable)

Lower revenue items impactNon critical month end or quarter end activitiesReports are not working/reconciliation program not working, can be performed offline

P4(Low)

System not performing as designedCosmetic fix required

Incorrect field name on a reportIncorrect output (column alignment, fonts, column headers)Minimal efficiency impact or customer facing impact

SLA Descriptions

Commitment of SLA’s

Mygo has extensive experience committing AMS services based on mutually agreed upon SLA’s

with a spotless track record ofmeeting and/or consistently exceeding the SLA’s.

Mygo Ticketing System Flowchart

Mygo has deployed a web-based ticketing system and SLA tracking tool that encapsulates the experience of previous engagements. Our knowledge base is easily accessible to our customers. These

tools help in effectively tracking and monitoring the control parameters of the project, monitor the health of the project, and provide metrics.

- Platinum -

Minimum Contract Duration: 3 yearsOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: Varies based on the following:• Number of Support Hours• Scope of Functional & Technical Support• Interfaces to be managed• Extent of Customization• Service Windows / Time-zones of Support• SAP System Landscape

Functional Support Activities

Development Support Activities

Basis Administration Activities

Configuration Support for Business Changes

Year End Closing Support

Audit Support (limited)

Solution Manager Support

Technical System Audit

- Gold -

Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: Varies based on the following:• Number of Support Hours• Scope of Functional & Technical Support• Interfaces to be managed• Extent of Customization• Service Windows / Time-zones of Support• SAP System Landscape

Functional Support Activities

Development Support Activities

Basis Administration Activities

Limited Configuration Support

Solution Manager Support

Mygo• Single Point of Contact for the Customer• Manages the relationship between Customer & Mygo• Accessible to the Customer 24 x 7 x 365• Conducts Periodic Review Meetings with Customer & Mygo teams• Internally reports to the Delivery Director• Responsible along with the Project Manager for all issues of the project• Responsible along with the Delivery Director for the commercials

AMS Service Models

Salient Features

Salient Features

Services

Services

EngagementManager

AMS Service Model – Continued

Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Onsite / Offshore / BothSupport Tool: Solution ManagerPricing: Varies based on the following:• Number of Support Hours• Scope of Functional & Technical Support• Interfaces to be managed• Extent of Customization• Service Windows / Time-zones of Support• SAP System Landscape

Functional Support Activities

Development Support Activities

Basis Administration Activities

Limited Configuration Support

- Ticket Based Support -

Minimum Contract Duration: 1 yearOffering Type: CustomizedSupport Mode: Off-shoreSupport Tool: Solution ManagerPricing: Varies based on the following:• Number of Support Hours• Scope of Functional & Technical Support• Interfaces to be managed• Extent of Customization• Service Windows / Time-zones of Support• SAP System Landscape

Functional Support Activities

Development Support Activities

Basis Administration Activities

Limited Configuration Support

- Silver -

Salient Features

Salient Features Services

Services

Contact us today for more information on SAP application management services.

1700 Park StSuite 207Naperville, IL 60563

www.mygoconsulting.com

331.472.4238

331.472.4646

info@mygoconsulting.com