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ERP Application Management Services
Introduction
FBTC Application Management Division was founded 6 years ago with the following objectives:
- Reduce client risk of managing an enterprise wide, business critical system
- Reduce the cost of ERP ownership
- Deliver pro-active, controlled, best of breed support
- 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
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