TCC TECHNOLOGY CO.,, LTD.

(1)

TCC TECHNOLOGY CO., LTD.

TCC TECHNOLOGY CO

.

, LTD

.

SAP Managed Services

An Innovative Approach to Optimizing Your ERP Investment

“

A Learning Experiences from Application Service Provider

”

SAP SUMMIT

‘

04

June

9

,

2004

TCCT

’

s

Managed Services Experiences

:

o

Success Stories

o

Service Delivery Model

o

Core Competences

•

technology infrastructure

•

people & process

o

Investment

o

Company Profile

Contents

(2)

stories

success

Company

Company:: Beer Thai Beer Thai ((19911991) ) Public Company LimitedPublic Company Limited

Business

Business:: Beverage industry, Producer of Chang BeerBeverage industry, Producer of Chang Beer

SAP Modules

SAP Modules:: FI, CO, MM, PP, PM, SD, HRFI, CO, MM, PP, PM, SD, HR

Project Timeframe

Project Timeframe:: August August ––December December 20022002

No

No. . of Resourcesof Resources:: 2525consultantsconsultants

Company

Company:: Thai Glass Industries Public Company LimitedThai Glass Industries Public Company Limited

Business

Business:: Packaging industry, Glass bottlePackaging industry, Glass bottle

SAP Modules

SAP Modules:: FI, CO, MM, PP, PM, SD, PSFI, CO, MM, PP, PM, SD, PS

Project Timeframe:: June June 20022002––February February 20032003

No

Company

Company:: AsiaBevAsiaBevCoCo..,Ltd,Ltd..

Business

Business:: Trading industryTrading industry

SAP Modules

SAP Modules:: FI, CO, MM, SDFI, CO, MM, SD

Project Timeframe

Project Timeframe:: October October 20022002––July July 20032003

No

AsiaBev

Success Stories

(3)

Company

Company:: Thai Beverages Public Company LimitedThai Beverages Public Company Limited

Business

Business:: Beverage industry, Liquor Beverage industry, Liquor / / Beer Beer / / Distribution ChannelDistribution Channel

SAP Modules

SAP Modules:: FI, CO, MM, PP, PM, SD, HRFI, CO, MM, PP, PM, SD, HR

Project Timeframe:: EstEst. . 33years years ((20042004––20062006))

No

No. . of Resourcesof Resources:: EstEst. . 80+80+consultantsconsultants

No

No. . LocationsLocations:: 22Head Offices, Head Offices, 1717Distilleries, Distilleries, 33Breweries, Breweries, 90+90+OfficesOffices

Scope of Services

Scope of Services::

Corporate IT policyCorporate IT policy

NationNation--wide, Network infrastructure design and implementationwide, Network infrastructure design and implementation

Business process analysis Business process analysis ((asas--is vsis vs. . toto--bebe))

Application implementationApplication implementation

Manages hosting services forManages hosting services for

Messaging & Collaboration systems

mySAP

mySAP..comcom

Upcoming Milestones

(4)

EMPIRE TOWER DATA CENTER

(

ETDC

)

Located on

30

thth

Floor, Empire Tower

:

•

Tier IV Classification

(

Uptime Institute

)

•

200

sq

.

m hosting &

160

sq

.

m supporting areas

•

50

/

100

racks with N

+1

supported infrastructure

on major critical subsystems

•

Completed with Network Operation Center,

Storage, Staging, and Customer Service areas

Integrated with building fiber optic backbone

•

High speed connection

(

Gigabit Ethernet

)

•

Bandwidth management

•

Highest security and usage control

•

Connections to every tenant areas

Supported by industry leaders in DC businesses

•

Network commissioning by

1

-

Net

(

Singapore

)

•

Facility management by PM

-

B

(

Singapore

)

•

Managed services by HP

(

Thailand

)

Infrastructure Overview

BANGNA DATA CENTER

(

BNDC

)

Located on

3

rdrd

Floor, Building Next to Nation Tower

:

Tier IV Classification

(

Uptime Institute

)

10

km from

2

ndnd

BKK International Airport

600

sq

.

m

.

of hosting area

250

sq

.

m

.

of supporting area

Total capacity of

238

racks

Supporting Area

:

Network Operation Center

Meeting Rooms

Storage Area

Staging Area

Customer Service Areas

Key Unique Features

:

N

+1

supported infrastructure on major

critical subsystems

Modern state

-

of

-

the

-

art facility

Designed for enterprise class applications

Highest security

(

physical; network

)

Infrastructure Overview

(5)

delivery

service

model

Service Desk •1stlevel problem isola tion •Call Forwarding Customer

•Capacity, perf, config mgm t, etc. •Recovery Mana gement

Systems Mgmt

•Ca pacity, perf ormance, configuration mgmt, etc.

Network Mgmt

•Capa city, performance, configuration mgm t, etc. •Policy m ana gement

Security Mgmt

Level 1 & 2 Support

Standard Support –1stand 2ndlevel problem resolution, hardware repair coordination,

moves/adds/changes/deletes

•Log, prioritise, isolate, escalate, track, resolve, close incidents

•Customer contact history, End-users notification, Status updates

•Monitoring •Backup mgmt. •Problem isolation and

resolution •Hardware maint/repair

coordination

•Monitoring •Problem isolation and resolution •Hardware maint/repair

coordination

•Monitoring •Problem isolation and resolution

Infrastructure Management

Operations Management

Level 3 Support

TCCT Service Delivery Model

Stora ge Area Network Storag e Are a Network Enterpri se Sto rag e Ta pe L ib rary

Storag e Su bsy stem T ape L ib rary Co mmun ic ation Lin k Data Center Empire Tower Disaster Recovery Site at BJC SAP Be er Th ai

SAP L iqu o r SAP Bee r T h ai SAP Liq uo r

Consulting Services

Supporting Services

Managed Services

Managed Hosting

Services

(6)

Supporting Services

• Perform 1

st

and 2

nd

line single

point of contact for incident

reporting and request

• Log, prioritize and dispatch to

the relevant support team.

• Perform incident & escalation

management

• Provide monthly standard

call report

Scope of Services

Service Desk •1st_{level problem} isolation •Call Forwarding CUSTOMER

•Capacity, perf, config mgmt, etc. •Recovery Management Systems Mgmt •Capacity, performance, configuration mgmt, etc. Network Mgmt •Capacity, performance, configuration mgmt, etc. •Policy management Security Mgmt

Level 1 & 2 Support

Standard Support –1st_{and 2}nd_{level problem resolution, hardware repair coordination,}

moves/adds/changes/deletes

•Log, prioritise, isolate, escalate, track, resolve, close incidents

•Customer contact history, End-users notification, Status updates

•Monitoring •Backup mgmt. •Problem isolation and

resolution

•Hardware maint/repair coordination

•Monitoring

•Problem isolation and resolution

•Hardware maint/repair coordination

•Monitoring •Problem isolation and

resolution Infrastructure Management Operations Management Level 3 Support

Managed Services

(7)

Storage Area Network Storage Area Network Enterprise Storage Tap e Libra ry

Stora ge Subsystem Tap e Libra ry Commu nication Link

Data Center Empire Tower Di saster Recovery Site at BJC

SAP Beer Thai

SAP Liquor SAP Beer Thai SAP Liquor

Implementation:

• Choice of customer preference for implementation partner

• Turnkey or Time & Material basis

• Leveraging ASAP methodology and SAP solution manager

Hosting:

• Service offered under ASP model, monthly fee based on number of named user • Minimum 3 years contract

• Including; SAP Production & development/Test systems, software licenses, backup & recovery services

• System and network management • Capacity and availability management

Operation Support:

• 24x7 support desk

• Functional & Basis support • Service level management

• Incident and problem management • Change and configuration management

Available Services

Managed Hosting Services

•

Automated backup &

recovery systems with

advanced back

-

to

-

disk

feature

•

Daily routine operation for

add

/

remove Tape

•

Backup Status and Log

reviews

•

Manage offsite & reclaim

tape

Backup & Recovery Services

Available Services

(8)

1

2

3

4

Helpdesk Application hotline Basis hotline Escalation management Customer monitoring Service administration

Supporting

All Supporting Services + Technical support + Consulting - general + ABAP/4 programming + Training

All Consulting Services + Application management + Performance management + Basis administration

Consulting

Managed

Services in Summary

Moving up the value chain

…

Managed Hosting

All Managed Services + Facility & Network + System management + Backup & Recovery

Key Benefits:

• Comprehensive solutions • Right size to fit your business • Reduce management complexity • Focus on core competency

People &

(9)

8x5 Environment

•

IT Manager (x1)

•

System Engineer (x1)

•

Database Administrator (x1)

•

System Operator (x1)

•

Help Desk Officer (x1)

24x7 Environment

•

IT Manager (x1)

•

System Engineer (x2)

•

Database Administrator (x1)

•

System Operator (x3)

•

Help Desk Officer (x1)

Total = 5

Total = 8

Typical SAP Environment

Data Center

1

•

Network Manager

(

x

1

)

•

Network Engineer

(

x

2

)

•

Data Center Operator

(

x

8

)

•

Technical Manager

(

x

1

)

•

System Engineer

(

x

2

)

•

Database Administrator

(

x

1

)

•

Technical Operator

(

x

2

)

•

ABAP Developer

(

x

2

)

•

Basis Consultant

(

x

2

)

•

SAP Consultant

(

x

7

)

•

Call Center Operator

(

x

2

)

TCCT

’

s

Managed Services Team

Total = 40

Managed Service Environment

Data Center

2

•

Network Engineer

(

x

1

)

•

Data Center Operator

(

x

8

)

•

(10)

Service Organization Model

Technical Support (Basis&Dev hotline) (2nd_Level) BASIS Help Desk Strategic Partner: - Zygen Technology Support Manager

Customer Care Center

Functional Support (App. hotline) (2nd_Level) Financial Logistics Functional support (3rd_Level) ABAP Strategic Partner:

- Zygen Technology for ABAP - Netizen for BASIS

Technical support (3rd_Level) Marketing Client Manager Managed Services

Managed Service Offerings

Basic Services

9

98% availability up to SAP application basis layer

9

System and network management

9

Application and database management

9

Basis Support on 8x5 basis

9

System provided run on Intel based machine

Standard Services

9

99% availability up to SAP application basis layer

9

System and network management

9

Basis Support on 24x7 basis

9

Functional Support on 8x5 basis

(11)

Managed Service Offerings

High Availability Services

9

99.5% availability up to SAP application basis layer

9

System and network management

9

Basis Support on 24x7 basis

9

Functional Support on 8x5 basis

9

ABAP/4 Support on 8x5 basis

9

System provided run on UNIX based machine with full

redundancy

Service Comparison

(12)

Service Comparison

(13)

investment

TCCT 24x7

Hardware 28.75% Infrastructure 5.62%

People and technical support 18.53%

License 47.10%

Breakdown of Cost Elements

Typical 8x5

Hardware 20.13% Infrastructure 1.40% People and technical support 19.64% License 59%

Typical 24x7

Infrastructure 7.28% People and technical

support 19.55% Hardware 32.19% License 40.99% Remarks: The calculation is

based on the total cost of ownership over 3 years

(14)

For typical ERP installation

Productive Operation (20%) 1st Level Support (15%) Application Development (10%) Clients’Infrastructure (10%) Operation / Maintenance (8%) Others (11%)

Internal Cost of Implementation (5%) User Support (5%)

Leadership / Strategy (5%) Training / Implementation (7%)

Hardware (2%) Licenses (2%)

Source: Dr.Brill & Partners

44 %

56 %

Perceived Costs

Unaccounted Costs

Standard Cost Elements

Incorporated in 2001 with THB120 m. in registered capital, later on

became part of Berli Jucker PCL in 2003 to jump start its

commercial businesses

Positioned to be one of a leading key player in technology

infrastructure business

(2003 revenue > 100 million)

Currently employs 50+ staff

Primary Business Focus:

Provider of mission critical business solutions and managed

services by leveraging its world-class high availability technology

infrastructure

System integrator of 5 elements

(people, procedure, data, hardware, and software)

Target Customer:

Medium and Large business enterprises

TCC Group of Companies

Tenants in Empire Tower

Technology Partner with 1-Net, PM-B, IBM, HP

About T

(15)

Q & A

For more information…,

Visit us at www.tcc-technology.com

See you at Booth G1