Overview
Planning and budgeting for post go live support is an often-overlooked but nevertheless critical aspect of a JD Edwards ERP solution. Post go live support services ensure business continuity, reduced TCO and improved application performance. With over 17 years of experience in JD Edwards consulting, SYSTIME is the right partner for support services that help you get the maximum return on your implementation.
Our services rely on the retained ERP product skills and program knowledge to ensure three key benefits to customers:
- Providing support for the current ERP system
- Providing enhancements and additional functionalities, quickly
- Functioning as a knowledge center: defining and refining best practices; evaluating future technology
We provide support for various JD Edwards product lines through a wide range of support services.
Case Study
SYSTIME's innovative JD Edwards support services to the world leader in construction materials - an AMR Research case
In this case study, AMR Research describes the key drivers behind a large global construction material manufacturer’s decision to choose SYSTIME to provide 24/7 offshore support for JD Edwards EnterpriseOne. To know more about the partnership, read the complete story..
Jackson Family Enterprises creates another vintage - instant gratification with their 24x7 CNC support model.
Jackson Family Enterprises (JFE) is known for their high-quality wines for over the past three decades. With an aim to achieve a similar high level of quality with their IT systems, JFE designed a very efficient solution for their CNC support requirements. The scope of this solution extended from addressing rapid responses to issues, to handling mundane tasks such as package management and regular system administration-all at a low cost. In this session, JFE shares the 24x7 CNC support model used to achieve a consistent, sustainable and accountable framework to support their day-to-day operations and multiple CAPEX projects using the same team. Learn how resource and schedule optimization can add to the bottom line, and see how sample metrics, derived from this model, help further fine-tune the overall deployment. Download story.
Kryptonite to Diamonds - A CNC support success story.
CNC support challenges are the weakest link in most JD Edwards EnterpriseOne deployments. In this session, learn how Lafarge North America mitigated its CNC support challenges and created a successful and sustainable 24x7 CNC support model. The scope of the model is to address day-to-day operations and strategic projects for their large EnterpriseOne instance with 20,000 users, in order to realize overall cost savings. The presenters will showcase how they went about building, executing and managing this model and share the checklists and lessons learned during this endeavor. Download story.
Globally synchronized and streamlined JD Edwards ERP processes for the world leader in building materials
The world’s leading building materials company entrusted SYSTIME to streamline and synchronize its global JD Edwards ERP processes, including functional support to ERP and BI, rollouts for functional support, simulation testing, and managing Oracle updates (ESUs). Read More
Business-critical JD Edwards support services to a global leader in healthcare.
A global leader in the healthcare industry leveraged SYSTIME’s expertise to set up business-critical offshore CNC, helpdesk support and technical development models, in line with stringent compliance and audit requirements. Read More
Testimonial
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“SYSTIME services has allowed Lafarge to reduce the day to day operational costs by over 30%, while enhancing the reliability and uptime of IT infrastructure. Reduced support spend created more budget for innovation and has also allowed our people to focus on creating business value.”
Patrick Kys
VP and CIO - IT, Lafarge |
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Abhishek heads the global delivery of the Business Process Management (BPM) - Enterprise Application Integration (EAI) practice at Infosys. He has more than 16 years of experience in the IT industry. He has worked extensively with leading companies in the U.S., Europe and Australia. He has expertise in product development having worked with niche product Independent Software Vendors (ISVs) during the entire lifecycle of product development.
Tools & Methodology
As a leading ERP system integrator, SYSTIME has extensive experience in managing support projects. Over the years, we have matured and refined a phased methodology for managed support services. This methodology has helped more than 50 clients to steer their projects to success, within schedule and budget.
Project Planning & Due Diligence Phase
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This phase essentially initiates the engagement. A designated SYSTIME team studies the existing workflow, documentations available and existing service levels. Based on the understanding gained from the studies, the team draws up an |
initial plan for knowledge transfer, including transition schedule, milestones, roles and responsibilities, and offshore infrastructure set up. In keeping with the business’ needs, SYSTIME and the customer jointly draft the Service Level Agreement (SLA).
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Knowledge Transition Phase
| SYSTIME sends consultants experienced in the relevant functional and technical domains to the customer’s site to enable the knowledge transfer. This on-site team follows SYSTIME’s phased knowledge transfer methodology to ensure an on-time, on-budget and successful transition.
The knowledge transition phase is further divided into sub-phases. During these sub-phases, SYSTIME’s transition |
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team acquires detailed knowledge about the customer’s business, culture, values, management, teaming approach, philosophies, processes, configurations, customizations, interfaces, localizations and any other needs determined by the knowledge transfer leads.
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Steady State Phase
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| This phase marks the beginning of support process. After completing the knowledge transfer, SYSTIME’s application support team totally takes over primary support activities from the customer’s team. During this take-over, SLAs are measured and compliances to SLAs are ensured. The objective is to identify recurring issues and perform root cause analysis. By being hands-on SYSTIME’s team understands ticket-handling issues from the ground-level and duly fixes them to ensure a robust and stable process. Consequently, the normal support process takes over and compliance with SLAs is tracked and reported. |
Challenges
Support Phase is a critical component of the TCO for any ERP Project.
Implementing and maintaining an ERP system is a big investment for an enterprise. An often overlooked fact is that Support or Maintenance costs form a significant portion of the Total Cost of Ownership (TCO) of any ERP project. Hence, optimising on Support costs is an integral part of minimizing the TCO for any ERP project.
Some of the common challenges that CIOs face in relation to getting an optimal support model in place for their JD Edwards ERP are as under:
Knowledge and skills retention due to the dynamic nature of the composition of the Support Team
In most ERP implementations, the core implementation team has all the knowledge of configured business processes in JD Edwards, the exploited/utilised & latent capabilities of the ERP System and the management of user expectations. However, in a majority of the cases, this Core Team gets disbanded after the project go-live and the initial support period. Further, the composition of the ongoing Support Team is not generally static and is in a state of flux for a variety of reasons. All of this results in an inadequate level of ongoing Support of the ERP Project which generally manifests in the form of erosion in knowledge of the ERP configuration and its capabilities, increasing user dissatisfaction, lack of agility in responding to changing business needs and a general sub-optimal utilization of the ERP System.
SYSTIME’s Solution: The largest pool of experienced JD Edwards Consultants aided by a best-in-class Support Management System
SYSTIME has the largest pool of JD Edwards consultants globally. Further, SYSTIME has a very matured and best-in-class methodology for rendering Ongoing Support to JD Edwards environments. Over the years, SYSTIME has mastered the process of providing Support using either a dedicated team model or a shared resource model. Strong knowledge management practices also ensure that SYSTIME is able to leverage knowledge & skills gained over time to deliver an user experience that results in customer delight. The large pool of experienced consultants also enables SYSTIME to effortlessly ramp up/down team sizes depending on specific business needs.
Multiple vendors due to spread of business in multiple geographies resulting in inconsistent service levels
Many JD Edwards customers have a global footprint. This automatically means that JD Edwards Support is required across geographies. This has resulted in customers having to deal with multiple vendors who have localized & restricted reach. This approach delivers an inconsistent support experience to customers due to adoption of differing methodologies by each vendor, lack of uniform JD Edwards knowledge amongst the various Support teams, absence of a single point of ownership etc.
SYSTIME’s Solution: Strong presence in all key geographies
SYSTIME has a strong presence in most geographies. With this physical reach, SYSTIME is able to optimally leverage its global & local teams to deliver its engagements and unlock economies of scale for the customer. Due to extremely robust delivery mechanisms, SYSTIME is able to offer a consistently high standard of delivery excellence across all geographies. This helps in ensuring a stable & fulfilling User Experience to the customer irrespective of where the actual end-user is situated. A single vendor interface also helps in easing a multitude of issues like contract management, escalation procedures, fostering ‘key executive’ relationships, having a single engagement owner etc.
Lack of vendor’s JD Edwards Focus
There are not many global service providers for whom JD Edwards is focused LOB. Most of the JD Edwards focused partners are local in nature. Hence, aligning with a global partner who has no strong JD Edwards focus has the risk of an uncertain future.
SYSTIME’s Solution: Clear JD Edwards Focus
SYSTIME is one of the very few JD Edwards service providers for whom JD Edwards is a key LOB. This automatically ensures that SYSTIME and the JD Edwards customers share a common vision in ensuring the continuing vitality of the JD Edwards eco-system. SYSTIME has been in the JD Edwards business for more than 17 years and is also very closely aligned with Oracle’s JD Edwards strategy. SYSTIME’s clear JD Edwards focus and vision helps it play the role of a strategic partner to JD Edwards customers and provide the best advice to customers to harness the full value of their JD Edwards investments.
SYSTIME’s value proposition for managed JD Edwards ERP support services
- SYSTIME’s reliability and credibility in providing JD Edwards ERP Support Services helps customers to completely focus on other priorities that are critical to business especially in the current dynamic business environment
- Largest and very experienced pool of JD Edwards consultants who provide best-in-class support experience. The quality of SYSTIME’s deliveries is manifested in the numerous awards that it has garnered over the last few years
- A single point of ownership for support across the world
- An optimal blend of onsite/offshore team composition to ensure a lower TCO for the JD Edwards ERP lifecycle
- Robust Knowledge Management practices that ensure that past knowledge is fully leveraged to deliver a fulfilling Support experience
- Multiple support models that help customers pick the model that best suits their needs.
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