SAP Support/ Managed Service

Idhasoft's support methodology for all outsourcing engagements is based on Application Support Framework (ASF) and Idhasoft transitions engagements utilizing this ASF framework. Idhasoft's proven world-class framework for the management and operation of support services gives greater benefits to customers. It provides well defined practices for managing people, processes and technology simultaneously to gain effective, repeatable results. Idhasoft's ASF is defined in four phases as depicted in the diagram and the table below.

To meet client objectives for application support, Idhasoft maximizes the use of its offshore Application Development Centers (ADCs) in India, while utilizing a local client-site team for management, business unit interface and service delivery functions. The overall framework for delivering these services is to deploy our common processes and methodologies under the control of our service delivery organization.

Roles and Responsibilities

The Governance model we follow seeks to drive the relationship to achieve the stated objectives. It will have the following framework:

• Account and Relationship Management
• Contract Management
• Project Manager

Project Management

The aim will be to monitor the performance of a project against its pre-set objectives. The various elements of project management would be:

• Project Tracking
• Communication and Escalation Plan
• Managing and Mitigating Risks

The Idhasoft Project Manager and the corresponding client Project/Service Manager will perform this activity jointly. Idhasoft will provide weekly reports in a pre-determined format, which will help track progress of the project/program. Risks will be identified and mitigation frameworks will be set up prior to the commencement of every project.

Account Management & Relationship Management

At the account level, the Governance model will seek to monitor the following elements:

• Objective Setting and Measurement - At the beginning of each operating year, the overall objectives for the account will be set out between the Idhasoft Account Manager, the Idhasoft Relationship Manager and the Client Executive Sponsor. Some of the objectives will cover:
• Productivity Targets
• Overall Service Levels

Idhasoft Performance – The Idhasoft Account Manager will send quarterly reports to the Client Executive sponsor, which will detail Idhasoft's performance in the previous quarter. Some of the information that will be provided is as follows:

• Quantitative
• SLAs
• Head Count and Financial Information
• Productivity and Savings
• Qualitative
• Ease of working
• Skills and Methodologies
• Teamwork
• Value Add

Knowledge Management - The success of this relationship will, to a large extent, be determined by the efficiency of Knowledge Management processes set up. The aim of these processes will be to retain continuity of knowledge in the account. The Idhasoft Account Manager and the Client Executive Sponsor will review the progress of the Knowledge Management activities. Every quarter and set directions for the next quarter.

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