ERP Application Management Services

Introduction

FBTC recognize that once a solution has been implemented, the benefits have only been enabled, not delivered. Through our Managed Services, we retain an ongoing relationship with our customers, ensuring that we are committed to achieving the full benefits identified. This Application Management Division was founded 7 years ago with the following 4 key objectives:

• Risk: Reduce client risk of managing an enterprise wide, business critical system
• Cost: Reduce the cost of ERP ownership
• Quality: Deliver pro-active, controlled, best of breed support
• Benefit: Maximize clients return on investment through continuous

FBTC have fully dedicated experienced support staff that can provide to our client base on the following:

• Coverage of all ERP modules and technical architectures
• Support for common complimentary products
• Average of 5 years ERP experience
• Highly experienced with many having backgrounds in industry, accountancy, production, operations and technology
• Significant system integration experience including ERP and Enterprise Application Integration (EAI) and e-Business Technologies

The broad spectrum of our support propositions are summarized in the following:

Support Strategy

Definition of support organization processes and procedures based on “best practices” and FBTC’s proven experience in managing complex systems. We also benchmark customer support organizations:

• Support organization design
• Service level definition
• Support process design
• Support technology selection and implementation

Supplementary Application Support

Support delivered from FBTC's support centre designed to supplement a client’s internal application support capability. The service is typically used as contingency for both internal technical skills and resource availability:

• Client application support organization
• Support delivered upon demand from FBTC support centre
• Support for all ERP modules
• Support for all common architectures
• Support for standard configuration and bespoke code
• Web-enabled problem management
• Guaranteed SLAs
• Client aligned teams
• Optional benefits delivery program
• Optional 24*365 capability

Managed Application Support

FBTC assume full responsibility for the application support and system evolution. No client internal technical skills are required:

• In-built system evolution and benefits delivery program
• Dedicated Client Manager
• Pro-active system management as well as reactive problem management

Application Hosting

FBTC provide and support the complete architecture:

• System housed in FBTC data centre
• FBTC provides server support
• FBTC provides system operations
• The client can optionally choose the ownership of the hardware to reside with FBTC

Managed Service

FBTC provides a single SLA support service relating to all aspects of ERP Managed Service:

• Total Service Delivery Management
• Help Desk
• Full Application Hosting – including the provision of servers and network communications and data center operations
• Full Application Support – including basis, business analyst, configuration and ABAP development services across all ERP modules and related technologies
• Change Control and version control
• Program Management and Project Management
• Upgrades and hot packs
• Implementation and Development Services
• Training Services

System Evolution

As well as providing Clients with high quality, SLA driven application management services, FBTC can proactively provide Clients with a cost reduction and continuous improvement program which will allow Clients to maximize the value gained from their ERP systems:

• Regular business process reviews
• Trend analysis
• ERP technical updates