SAP Managed and Advisory Services

The Vendor is required to provide SAP managed application services (AMS) and SAP advisory and transformation services.
- SAP managed application services (AMS):
•    ITIL-aligned processes for application management services (AMS):
o    Incident and problem management
o    Service request fulfillment
o    Change and release management
o    Performance tuning and optimization
•    Severity definitions and SLAs measured in vendor tool vs client tool
•    Root cause analysis
•    Knowledge transfer and documentation
•    Authority uses solar-winds web helpdesk ITSM software – vendor to specify tool to be used and integration expectations from a workflow standpoint
•    Ticket ownership rules
- Current SAP landscape
1. SAP ECC
•    FI and CO
•    SD
•    Pm
•    LE and IM
•    Pp
•    Ps
•    HR and payroll
•    HR time and cats
2. SAP is-u
•    Billing and invoicing
•    Device management
•    Meter reading
•    Fi-ca
3. SAP success factors
•    EC
•    EC benefits
4. SAP on premise systems
•    SAP ERP 6.0 – SAP Hana platform edition 2.0
•    SAP solution manager 7.0 and SAP solution manager 7.2
5. SAP public cloud systems
•    SAP Success factors HCM
•    SAP cloud identity service(s)
•    Identity provisioning
•    SAP jam collaboration
6. SAP business technology platform (BTP)
•    SAP integration suite
•    SAP success factors work zone
•    SAP business application studio
•    SAP workflow mgmt.
•    Lifecycle mgmt., foundational services
7. Key third-party integrations:
•    ArcGIS and ESRI
•    IFS and clevest mobile workforce management (MWM)
•    TCP timeclock plus time and attendance
•    ITRON meter devices (AMI/AMR)
•    Kubra billing and payments.