Expert On-Demand

Your SAP solutions are crucial to managing business operations as well as customer relationships. When everything flows along smoothly, SAP works effortlessly behind the scenes; however, when an issue arises you need an expert who can resolve problems efficiently and effectively.

Expert On-Demand: GRC

Available for the following solutions:
SAP Access Control, Process Control, Risk Management, Audit Management, Enterprise Threat Detection, Business Integrity Screening and Identity Management.

Rather than discovering a problem, raising a ticket, and waiting for support, this ongoing service of typically 8-16 hours per week* ensures that you have continuous support for your Security and GRC application(s).

Increased Operational Efficiencies

• A proactive approach, providing enhanced productivity.
• Benefits of root cause analyses and improved processes.
• A service that is tailored to your needs.
• Ongoing management reporting with named and accountable contacts.

* Each client’s requirement is uniquely scoped.

Business As Usual (BAU) repetitive support

• Daily, weekly, monthly housekeeping tasks undertaken
• Issue route cause analysis and resolution
• Minor enhancements
• Background job & application performance corrections
• Debug and analyse Role and Access related issues

Nature of Services

Remote support services for SAP GRC solutions, including (but not limited to) ad-hoc assistance and issue resolution, regularly-scheduled maintenance activities and configuration or development of solution enhancements. The support services include the following:

Issue route cause analysis and resolution

• Identification and resolution of workflow failures
• Master Data failure, updates, and corrections
• Collaboration with SAP BASIS, functional and user representatives as required to identify root cause of issues
• Raising of support tickets to SAP for product issues

ABAP Debugging to determine further optimisations and provide issue resolution

• Changes caused by installed SAP Notes
• Master data inconsistenciesWorkflow troubleshooting
• SAP Web Dynpro / Fiori level analysis

Debug and Analyse Role and Access related issues

• Resolve Access assignment issues & authorisation failures
• Perform fallback user work item assignments as necessary
• Delegation assignments

Housekeeping and monitoring activities are conducted on an agreed schedule, in addition to any other BAU support activities, such as:

• Monitor background process
• Review exceptions within the workflow / application
• Monitor Application Logs for errors / exceptions / offline submissions
• Monitor inbound process
• Monitor outbound process
• Monitor failed / issue logs
• Datamart schedules
• Control Automation jobs status checks
• Master Data Maintenance / Correction including:
  – User assignment / delimit in front end application
  – Updates for user responsibilities
  – Analysis of new functionality / improvements to standard workflows & reporting
  – Activity reporting with stakeholders

Expert On-Demand: Security

Many companies like the assurance of knowing they have a partner able to quickly step in and support them at those key moments – extra help when internal bandwidth is lacking, a mini project, a complex issue, cover for sickness or vacations.

Typical Activities include:

• Break Fix Support
• Role Changes, Design, Redesign
• Audit Remediation
• Pre Audit Review
• Organization Hierarchy Maintenance
• User Administration
• System Maintenance
• Change Management
• Support Pack Installation / Testing
• Smaller Projects
• Continuous Process Improvement