• Willsys will monitor the operations of the SAP environment and Report to Customer to take the appropriate actions to address systems issues in SAP systems areas including:
• Monitoring Job logs
• Ensuring all SAP instances are running else report to Customer
• Monitoring Standard SAP housekeeping jobs
• Reporting on Spool and Print within SAP
• Monitoring Tem Se objects, consistency and reorganization
• CCMS alerts
• Trace files
• Job queues
• Update process and terminated updates
• Analysis and deletion of aged locks
• Serious system log messages
• Program terminations (short dumps)
• Research SAP Net database for short dumps, determine relevance to Customer and forward it to super - users.
• Update Locks and table Locks Reporting
• Transactional and qRFC Queue Status

• Willsys will develop and implement a proactive program to monitor all systems and operations under its responsibility and report to CUSTOMER when Willsys detects an area of responsibility which is degrading its performance. Upon identification of the root cause Willsys will initiate corrective actions or execute the appropriate escalation procedure. If, in the course of performing the Services, Willsys detects systems performance problems in areas outside the Scope of Work, Willsys will advise Customer Management of such systems problems as soon as possible.
• As there is a Solution Manager in the landscape we will use this agent to monitor the system.
• We do configure Monitoring Trees and Alert Monitors in CCMS to raise alerts to operators
• (Consultants) in case of any errors which are cropped up during run time.

Willsys will tune the SAP system with the objective to run the SAP system at optimal performance.

Tuning activities will include

• Performance and related tuning
• Workload and buffer analysis
• Profile parameter changes
• SQL Performance Tuning
• Work process allocation and performance (dialog, update, background, and spool)
• Transaction performance
• SAP Logon load balancing

Willsys will manage and maintain the SAP system landscape, which includes the Development, Test and Production Systems.

System landscape activities will include

• Client settings and client copies/refresh
• Analysis of transport logs
• Correction of transport errors.
• Carry out system copies from Production system to TST on need basis.
• Perform CTS, including configuration changes as required
• Data Base Administration & Support

Willsys database back-up and recovery activities will include the following:

• Ensuring database backups and archive logs successful completion.
• Schedule Archive Log Backups, Periodically to avoid "archiver stuck" scenario.
• Monitor "saparch" file system capacity and initiate/take necessary action.
• Management of Tape library rests with Customer Team.
• Reviewing the backup processes to confirm suitability and timeliness.
• Tapes will be checked for the consistency at least once in the defined backup cycle.
• Willsys recommends weekly full backups (offline/online) with online/incremental backups done nightly according to the schedule approved by Customer Project Management Team.
• Tapes shall be stored offsite.
• Full restore procedures must be demonstrated via actual test once per year.

Willsys will collect data and information concerning the areas it is managing as part of the Services on a periodic basis. Such information will be interpreted, analyzed and reported to Customer Such data collection, performance monitoring, trend analysis and reporting will include recommendations for avoiding performance problems as well as improving performance of the Services.

A report will be prepared at end of every month and presented to Customer management by first week of following month as per your requirements, covering the entire landscape. Willsys will also provide problem management service to minimize the adverse effect of incidents.

• Observations and recommendations for performance improvement.
• List of out-of-hours calls and the resolution
• MIS Reports and Daily Check Lists and Weekly Consolidation Reports
• Weekly reports
• Status reports
• Metrics reporting
• Calls opened, calls closed, average time spent per call by priority, category, functional area
• Monthly Reporting
• Dashboard overview
• Services Level report with trend analysis
• Comparison over last month’s performance
• KB update report
• Mean time to repair report on break fixes by priority/critically/business areas
• Quarterly Reporting
• Consolidated SLA report over last quarter / performance etc.
• Cost overrun analysis on new projects, time utilization chart
• Steering committee report on discussions, minutes and action items

Any change that needs to be implemented into production will go through MSDPL change management process and approvals there in.

SLAs are at the heart of Support Provider (SP) relationships. Willsys believes in accountability for meeting Service Level Agreements negotiated as part of the overall contract with its customers.

We will also be able to demonstrate our ability to maintain appropriate SLA levels with other clients and provide periodic reports of results. Basically customers would require that we manage this environment to ensure its availability and support.

For all the above-mentioned requirements the Willsys Team will send out a written email by the Project Manager of delivery. The Delivery Head will then act on the request and fulfill the requirements the satisfaction of all involved.

All the Necessary Down times are documented and performed during Off-Peak hours or during Weekends. This is informed to all the Productive Users well in advance and performed only on approval from the Project Manager. These down times will be aligned with other down times (UPS, Power Maintenance and Hardware etc.)

The SAP Data Migration solution is based on SAP Business Objects Data Services and provides packaged content to the primary data objects required for migration. Expedien has extended the solution with its own methodology aligned to ASAP to provide customers with a clear approach to migration. It provides alignment between the business process functional consultants and the data migration team to ensure that the data being sourced is what is required to support the business processes being designed.

Expedient provides full project delivery support and supplement your existing delivery team with SAP Data Migration expertise to guide and quality check delivery. Expedien can help you in performing business analysis in preparation for the migration. Most legacy data systems tend to have issues such as duplicate records for customer or vendor records across sources. We use systematic and educated approach in resolving these issues and prepare a golden copy of the legacy data to load in your SAP application. We use the following proven process for SAP Data Migration.

• SAP Implementation Services
• SAP UPGRADE Services
• SAP HANA Upgrade and Migration
• SAP OS and DB Migration
• SAP S4HANA Implementation

Service Desk is a Service in Solution Manager in which internal customers, users or reporters create problem messages directly from a transaction. Employees, Business Process Owners or reporters can contact their Service Desk easily in this way. One can organize the internal service desk in several support units.

The processor of the problem in the Service Desk can enter symptoms in an internal solution database, and search for solutions. He can also search for SAP notes in the SAP Service Marketplace. If the processor does not find a problem solution, he can forward the problem message to subsequent support units, or to SAP Support, and monitor the progress of processing in the Service Desk.

Change Request Management enables to manage SAP Solution Manager Projects (maintenance, implementation, template, and upgrade) projects from inception to Go-Live: Starting with change management and project planning, through resource management and cost control, to physical transports of changes from the development environment into the productive environment.

Ongoing software and configuration changes as well as large implementations or ongoing challenges for managing data consistency and secure project control are tracked. Change Request Management as part of SAP Solution Manager integrates Service Desk functionality for managing change requests, and extends project control by integrating project planning with the cprojects application into a transport workflow control.

The processes supported by Change Request Management include urgent corrections for implementing fast and direct changes in the productive environment, and activities for maintenance projects, and implementation, upgrade, or template projects. Cross-system and cross-component changes are supported.

Change Request Management offers the following benefits:

• Increased maintenance and project efficiency
• Minimized costs for project management and IT
• Reduced risk of correction and project failure
• Shorter correction, implementation, and going-live phase
• Efficient maintenance of customer developments and implementations

Note: The Complete Project Management using ASAP Methodology is tracked by using predefined SAP Business Scenarios

It guides you through the procedure for planning and implementing maintenance and for installing enhancement packages. It complies all the necessary information in a procedure and the product to be maintained or installed, the affected systems, and the assigned SAP support packages.

It performs the automatic calculations and it determines the files for maintenance in the system landscape, or components for installing the enhancements package and supports the automatic download of automatically calculated files that are needed for product maintenance in the designated system. It gives you the opportunity to administer a central registry for files downloaded using the Maintenance Optimizer. When manually selecting product maintenance files, it guides you directly to the corresponding download area of the SAP Software Distribution Center for the product that you want to maintain. It approves the items in the Download Basket of the SAP Software Distribution Center. It also gives an overview of all open and completed product maintenance processes.

It provides a report function so that you can search for and display all product maintenance processes in your SAP Solution Manager.

The Service Data Control Centre supports the preparation and delivery of SAP service sessions, such as Going Live and SAP Early Watch Alert.

The tool is intended primarily for SAP service engineers performing SAP service sessions, as well as for system administrators and other qualified customer employees working in their own SAP Solution Manager systems.

The SAP Early Watch Alert is a diagnosis which monitors solutions in SAP and non-SAP systems in the SAP Solution Manager. The system processes the downloaded data. You can display the report as an HTML document. You can also create the report as an MS Word document. You can use the documents as status reports. You can analyze and avoid potential problems with these reports.

It is the interface between your IT department and the person responsible for a business process.

It provides analyses across the systems and business processes in your solution landscape.

You can thus react quickly to risks, and continually improve your IT service.

• A Service Level Agreement is defined between you and an IT organization. It covers Your IT service quality requirements, for example performance and security and unambiguous and measurable service targets and communication structures
• You schedule Service Level Reports based on the Service Level Agreement. You create Service Level Report types. Service Level Report types are templates for Service Level Reports. The Service Level Report types specify the contents and scope of the Service Level Report.
• You specify the scope of the Service Level Reporting, e.g.: which business processes and which systems in your solution are analyzed/ which checks and alert thresholds you require and how the information is presented in the reports
• The system creates the relevant Service Level Report sessions, which you can process, to change details or add further information and the Service Level Report is sent to the persons responsible.

The system monitoring monitors the systems in your solution landscape, in real time.The system monitoring is based on the SAP CCMS monitoring concept or an EWA Based.

System Monitoring Provides the List of values that are overflown beyond the threshold values.

The central system administration manages tasks for the systems in your solution, centrally. The preconfigured view of your tasks, and the logical collection of the administration tasks help you to handle open tasks.

The system generates component-specific administration tasks, depending on the SAP system type.

It is used to Set-up tasks for the systems in your solution, Perform tasks, Create task logs, Monitor task plans and Monitor task status

The business process monitoring monitors all business-process-specific processes. You can identify and solve problems at an early stage.

You want to determine which processes and functions, e.g. background processing, important transactions or logs, are to be monitored.

To ensure quick processing of errors, you can specify detailed procedures for:

• Business Process Monitoring
• Error handling
• Contact persons
• Escalation paths

In today’s distributed, multi-technology customer solutions with multi-channel access through diverse devices and client applications, analyzing the root cause of an incident requires a systematic top-down approach. This approach must be guided by tools that help customers to do this as efficiently as possible, following SAP best practices.

The goal of Root Cause Analysis is to identify and provide: an immediate corrective action (workaround) to restore service operations as quickly as possible with minimal disruption to end users by isolating the area of concern and a complete solution to the issue at hand.

Root Cause Analysis tools are designed to work towards reducing the number of resources in each step of the resolution process and the Root Cause Analysis infrastructure is open to the integration of new SAP technologies, applications and third-party software.