1 / 31

SAP Support

SAP Support. International Finance Conference September 7, 2006. Agenda. Introduction SPE IT Organization Support Organization and Processes Global SAP Support Organization European Support Re-organization Open Discussion: Support Processes – Are they working?

dominiquet
Télécharger la présentation

SAP Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. SAP Support International Finance Conference September 7, 2006

  2. Agenda • Introduction • SPE IT Organization • Support Organization and Processes • Global SAP Support Organization • European Support Re-organization • Open Discussion: Support Processes – Are they working? • Improvement Opportunities: Review and Prioritize • Current and Planned Initiatives • Workshop: New Initiatives and Priorities • Breakout sessions • Report results to group

  3. SPE IT Priorities • SAP - Stabilize and Leverage • SOX and Compliance • Financial Responsibility / Manage to Budget • Project Governance and Controls • Deliver on Commitments • Teamwork and Organizational Effectiveness

  4. SPE IT Organization Chart

  5. SAP Support Organization Andy Schlei

  6. We’ve built a global team that provides both local support and a capable central team

  7. We have defined a global governance process to align support activities with business needs Major decisions, budget submissions, and overall direction ratified by the Global Steering Committee Overall Direction & Major Initiatives LOBs set their priorities, aligned across the company by the Cross-LOB Committee Design Changes & Enhancements Daily support activities, priorities driven by business input Level 1 TPRs Break / Fix Minor Changes and Updates

  8. The purview of each group will depend on the scope and size of changes being considered

  9. Governance starts with the consistent reporting of problems, questions, and issues

  10. SAP Support Organization manages day-to-day priorities directly with the user community

  11. Line of Business Meetings drive priorities for larger changes and initiatives • Determine priorities and initiatives on a Line of Business basis • Meetings are owned and facilitated by the Divisional CFOs & Financial Architects • Each LOB having International representation will hold separate meetings to discuss LOB specific issues and priorities • The SAP Support Organization will participate in meetings and assist with issue discussion • Multiple meetings may occur to account for time zone differences • Meetings occur on a quarterly basis or as needed, before Cross-LOB Steering Committee Meetings • Purpose is to gather feedback for representation in the Cross-LOB Steering Committee Meeting

  12. Review and Approval occurs at a Financial Architect and Global Steering Committee level • Cross Line of Business Steering Committee • Consists of key Financial Architects from each LOB • Meets occur on a quarterly basis, before Global Steering Committee Meetings and after LOB Steering Committee Meetings • International LOBs utilize international feedback gathered in LOB Meetings • Global Steering Committee • Meets on a quarterly basis, after Cross-LOB Steering Committee Meetings • Review and approve annual budget submission • Periodic review of budget performance • Approval of all unbudgeted items

  13. Global Steering Committee Members • Dave Hendler • Charlie Falcetti: Corporate • Rick Hopfer: IT • Bill Stellman: WWHE • Christoph Pachler: ITV • Kathleen Shane: WWMPD • Drew Shearer: DTV • Mark Anderson: Digital & Imageworks • Stefan Litt: MPG

  14. Support depends on each group understanding and fulfilling their roles International Locations Culver City Support Team User Super User Local / Regional Support Functional Team Technical Team • Executes Transactions • Runs reports • Identifies problems / questions – raises with the Super user • Tests changes & enhancements • Support appropriate finance use of SAP • Answers user questions • Trains new users • Tests changes & enhancements • Escalates questions and issues to local or regional support team • Analyzes and resolves issues • Document new requirements and requests • Tests changes & enhancements • Manages regional support issues • Trains super users • Escalates issues to Global SAP Support • Manages functional configuration of SAP • Analyzes and resolves issues • Documents new requirements and functional specifications • Configures new functionality and develops reports • Tests changes & enhancements • Develops training materials and communications • Manages the performance and technical operations of SAP • Analyzes and resolves technical issues • Develops and manages BW reporting cubes • Tests changes & enhancements • Develop and maintains enhancements Communication Escalation

  15. Current Domestic Offerings Instructor-Led offerings once a month SAP100 SAP Basic Navigation SAP101 FI Code Block Reporting Workshops Quick Reference Guides Customized workshops upon department requests Current International Offerings PowerPoint courses available through mySPE Super Users Quick Reference Guides Workshop sessions held by Territory Leads and individual countries Computer-Based Training SAP Basic Navigation BW Basic Navigation Inter-company FI Code Block FI Reporting MPM Overview Intro to Projects BW Intermediate G/L Accounting Accounts Payable Courses (5) Training Update

  16. European Support Re-organization Steve Delavan

  17. Current European Support Structure • One Territory lead in each country consisting of mostly contractors • Territory specific expertise • Resources are expected to support all LOBs and all SAP modules

  18. New European Support Organization

  19. Reason for the Organizational change • Majority of the Local Support team consists of contractors • Current skill set is difficult to find leading to expensive resource costs • Analysts do not have cross Territory knowledge leading to duplication of effort or the inability to design regional solutions • Due to the complexity of the Global template and Sony business processes on boarding new team members adds pressure to the Culver City SAP support team • Difficult to replace or back fill these resources when they are not available due to their specialized knowledge • Analysts are utilized for accounting functions as well as IT functions • Difficult to manage workload as some Territories are larger and or more complex • Leads to additional support costs

  20. Benefits of the Organizational change • Analysts will have a Pan - European versus Territory skill set and focus • All issues will be managed across Europe to ensure users can leverage knowledge and expertise across the team • Adds more rigor and structure around documenting issues • All issues and queries are logged in an issue tracking tool before being assigned • Ability to equalize workload, provide coverage and cross train within the support team • Prioritization and controlling deliverables is more closely monitored across the region • Skill sets in the Support team my vary, allowing entry level positions and a well defined career path • Centralized control maintaining the Localized version of the Global template design • The team will continue to provide support in most local languages and will provide onsite support when required

  21. Issue Escalation Process Questions or Issues ?? Review Documentation: Training Material Business Process procedures Step 1 Contact Super User for : Business Related QuestionsSecurity/Access Forms Step 2 E-mail SAP EuropeanSupport for: Technical and Process Questions Security/Access Forms Step 3 Contact Business Support Centre / IT Manager for :Password Resets / SAP GUI InstallationsPrinter/Hardware Queries Step 4

  22. Open Discussion • Do you understand the process? • How can the process be improved? • What process and communication issues cause the most problem?

  23. Current Priorities and Breakout Session

  24. Compliance Stabilization and Improvement Support Support the Major Remediation Projects (the Falcetti 11) Address audit findings Support SOX efforts Reporting Team and Task Force Performance Tuning Key Enhancement Updates Support Process Improvement Deliver Improved Training Provide Global Support Monitor System Performance Manage Master Data and Security SAP Support top priorities are compliance and stabilization

  25. We are still managing a large number of open TPRs

  26. Enhancements comprise a significant portion of open TPRs

  27. FY07 Capital Projects focus on compliance and stabilization

  28. Many initiatives for the international territories have been raised to the support team • International Stabilization Activities • Reporting • Enhancements • Interfaces • Document Management & Workflow • Additional Territory Roll-outs • Other Initiatives The full list of items is in the handout

  29. Breakout Workshops • Breakout by line of business • Nominate a scribe and a spokesperson for your group • As a group, answer the following three questions • What did you expect from SAP that you didn’t get? • What are your top Enhancements, Improvements and Issues? • Starting with the list on the handout, identify the top priorities for your LOB • Add additional items if necessary • Agree as a group on the top 3-5 items • What has worked well with SAP? • What have you discovered in working with SAP that could be valuable to others? • What has been an improvement over the older systems? • Agree as a group on the top 3-5 items Please prepare to share the top 3-5 from #2 and #3 above with the group at large – we will re-convene in about 40 minutes

  30. Group Report • What did you expect from SAP that you didn’t get? • What are your top Enhancements, Improvements and Issues? • What has worked well with SAP?

  31. Closing Comments

More Related