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