Client name:

NTT DATA Germany

Client Profile:

Global leading manufacturer of automobiles and motorcycles that follows a pure premium brand strategy

Timeframe:

01.10.2014 – ongoing

Technologies and Tools:

Linux, Oracle SQL, Windows, PostgresSQL, Apache, Glassfish, SAP, Java, PL\SQL, MySQL

Challenges/Requirements:

  • Provision of support services of ASL/AKL 2nd Level Support, including subsequent ticket analysis and backtesting of error situations and documentation
  • Assumption of storage sponsorships for the individual warehouses: Main contact for the end customer with on-site vistis of key users, exchange of current problem causes and knowledge transfer to the team
  • Responsibility for the performance of the 2nd and 3rd Level Support for production-critical systems
  • 24/7 support for system operation in the fields of Logistics, Production Control and Shop Floor
  • Current status of the systems:
  • 18 Logistics systems (SAP / non-SAP)
  • 47 Production Control Systems (non-SAP)
  • 41 Shop Floor Systems (non-SAP)

Performance by NTT DATA Romania

  • Processing and resolution of key user tickets in SAP WM and SAP EWM area
  • Processing of tickets in the KM/KSI interface
  • Daily meetings for joint ticket analysis and development of new solutions with continuous improvement processes
  • Promptly maintenance of the knowledge database
  • Preparation of the documentation for the commissioning of new warehouses
  • Monitoring
  • Identification and analysis of problems
    Service times: Weekdays: 07:00 to 17:00 CET; on-call from 00:00 to 7:00 CET and from 17:00 to 00:00 CET, Saturdays/Sundays/international holidays from 00:00 CET to 24:00 CET
  • Provision of 24/7 on-call service in the environments of Logistics, Production Control and Shop Floor
  • Support in the operation and maintenance through established PIC process according to ITIL_V3 and use of tools such as OPTIS.
  • Current resource peaks:
  • 3 Onsite Management-Resources (NTTD)
  • 2 Onsite Transition Manager (NTTD)
  • 4 Onsite Maintenance resources
  • 52 Nearshore Resources (NTT DATA Romania)

Client Benefits

  • Planning security through long-term partnership
  • Cost reduction by means of fixed prices throughout the duration; variable remuneration model for maintenance
  • The integration of the AMS in the early project phases reduces considerably the risk of the company and its business area
  • Established shoring-delivery-model based on professional competence, as well as German and English language skills
  • Planning security through long-term partnership. Deep knowledge exists in the team
  • New support staff completely trained by the existing NTT DATA RO team
  • Clear defined Service Level Agreements
  • Incorporation of services by NTT DATA with high awareness to ensure the existing criticallity