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.
SYSTIME's innovative JD Edwards support services to the world leader in construction materials - an AMR Research case
Jackson Family Enterprises creates another vintage - instant gratification with their 24x7 CNC support model.
Kryptonite to Diamonds - A CNC support success story.
Globally synchronized and streamlined JD Edwards ERP processes for the world leader in building materials
Business-critical JD Edwards support services to a global leader in healthcare.
|“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.”
VP and CIO - IT, Lafarge
|Hear more from our customers
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
||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).
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
|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.
Steady State Phase
|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.
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
Multiple vendors due to spread of business in multiple geographies resulting in inconsistent service levels
Lack of vendor’s JD Edwards Focus
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.