Integrated Application Operations - iSAP

HCL AXON's unique iSAP service offers Single Window Outsourced Support across infrastructure, applications and end user levels. It is also defined as just in time (JIT) managed services enabled by remote monitoring and communications technology. It is uniquely propositioned to offer a bundle of services comprising Infrastructure monitoring, Application Helpdesk and Application Support and Maintenance.

• IT Challenges
• Improve Business alignment - Focus on business processes, adaptability
• Reduce Total Cost of Ownership - Implementation, Operations
• Service Optimization - Reliability, Performance and Availability
• ERP Implementation and Upgrade
• Labor dominates implementation and upgrades - For an original implementation labor accounts for 65% of cost, which increases to 76% for upgrades
• Annual Maintenance of an ERP solution recurs at 16% - 18% of the original license fee
• Hardware investments are minimal - no more than 16% - 17% of the project cost
• Internal Support costs drag on - SAP support is the largest chunk of the total operational cost and it is estimated that on an average, the annual support cost per concurrent user is approximately $16,400 (source: Gartner). Hence 5,000 SAP users will have an annual support cost of $82 million

Apart from support cost, organizations are faced with several other imperatives as well. These include increasing the efficiency and effectiveness of IT assets over life cycles, ongoing assessment & enhancements ensuring optimized Cost-Benefit from IT, standardized & well integrated IT across geographies & processes, reducing cost & complexity of subsequent integrations and ensuring regulatory compliance.

The HCL AXON Advantage

HCL AXON's iSAP practice can provide you Transformational business benefits like:

• Reducing your annual IT expenses by more than 40%
• Increased efficiency and productivity enabled through root-cause analysis and elimination
• Enhanced operational visibility and integration of applications and infrastructure support processes

Due to the complexity and evolving nature of ERP applications, Gartner states that pure infrastructure outsourcing, independent of application management, is not suitable for ERP systems. Hence taking a Single Point of Contact (SPOC) approach to Infrastructure and Application Management Outsourcing will reduce functionality risk.

Effective remote monitoring and diagnostic capabilities must be based on a flexible architecture that allows easily extending its reach to other vendors' products and platforms

The best strategy to reduce cost without increasing risk is to offshore Support (Forrester Recommendation)

Representative Engagement

Providing multi-year co sourcing model to a Fortune 500 semiconductor company providing Application Support and Maintenance, Infrastructure Management Services and Help Desk Services

Business Problem

The client was challenged to continually reduce its costs of operations, while striving at the same time, to develop a culture and a cost structure that is operationally flexible towards peaks and downturns in demand. Outsourcing non core IT Activities formed a key part of this strategy.

• SAP ASM & Infrastructure Management
• Solution
• Co Sourcing Model
  • Applications management and helpdesk
  • SAP R/3 support
  • Adexa, Ariba, Informatica, Remedy, Control
  • Custom Mainframe and UNIX legacy systems
  • Custom Web Based systems/Client Server applications related to Sales, Quality and Manufacturing
  • L1 to L3 support for all of the above
• Infrastructure management service
  • Helpdesk services (Level 1 and Level 2)
  • Desktop application support
  • Desktop services (onsite)
  • Email and calendaring
  • LAN/WAN management
  • Security support
  • Tool implementation
  • Server, storage & data center administration

• Reduction in the number of Help-Desk Analysts because of cross-skilling
• Integrated ITIL and BS15000-compliant Help Desk processes
• Cost Reduction because of reduced overheads
• Enhanced communication
• Between support staff
• Faster resolution times, no brain storming between application and infrastructure teams
• Enhanced communication between support staff