ERP - shared - servicesBenefits Solution Model

 
 

Enterprise Applications

Oracle E-Business Suite People Soft ERP Shared Services ASM SAP SIEBEL Microsoft Dynamics IBM Mobile Applications

Customer Speak

Majoris offers business consulting-led, integrated portfolio of IT services and solutions delivered through its unique delivery model which is recognized as the benchmark of excellence in software development.
John Mathew
Founterr | Director
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Benefits Solution Model

Through its ERP Shared Services ASM, Majoris will provide complete maintenance and support services for ERP applications of SAP, PeopleSoft and Oracle E- Business Suite (EBS) delivered through a highly skilled common pool of resources. We offer to provide Helpdesk, Level 1, Level 2 and Level 3 support though this model. Services would include the following for Production / QA / Testing and Development landscapes –

  • Functional support in PeopleSoft, SAP and Oracle for all modules
  • Technical support in PeopleSoft, SAP and Oracle for all modules
  • DBA Services in PeopleSoft and Oracle
  • BASIS / NetWeaver and Database services in SAP

Service Delivery Model

The service delivery model that we adopt internally to maintain a highly skilled resource pool is based on a matrix system of shared pool to service multiple clients resulting in shared cost for the best resources. The ticket flow and track resolution will be managed by a tool based ticketing system which provides reports about the service delivery. This matrix is supported by corporate groups from knowledge management, resource management, quality and training departments; in addition the domain expertise will come from our Centers of Excellence to improve the quality of work.

  • Each client will be served by relationship manager and service delivery manager which will be the one point contact for all the ASM needs.
  • The relationship manager and the service delivery manager in turn interface with the shared service team that consists of a centralized helpdesk, a ticketing system and a combination of the three teams of PeopleSoft, Oracle and SAP.
  • This matrix is externally supported by the domain expert groups.

Production Support Services

Levels of Support

Level – I

  • Take End User calls regarding application issues which include help with simple problems or general “how-to” questions
  • Escalate application, server, and network issues to Level II

Level – II

  • Data and software issues resolution (break fix and repair)
  • Problem determination (whether problem exists within ERP or external system)
  • Data sustainment, bug fixes, correction of out of synchs etc.
  • Application, database, app-server and web server administration
  • Escalation of issues to Level III , where applicable

Level – III (Limited to Effort not exceeding 40 hrs/ticket)

  • Minor upgrades due to normal end-of-life and software patches
  • Impact analysis of patches on existing customizations
  • Minor enhancements to the application
  • Minor enhancements to the application
  • Performing and tracking corrections and transport functions to production environment

Miscellaneous Services: ERP allied IMS Services

  • Monitoring Services, Configuration and Installation Services, Backup/Restore/Refresh Services

Optional Services: Using Majoris IPs

  • Upgrade assessment services for SAP environment
  • Estimation Services for upgrade of SAP

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