Managed Services Overview

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By Shyam Chodapunedi

4/30/2014

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About KPIT

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8300+ EMPLOYEES $410M REVENUE INDUSTRY FOCUSED GLOBAL PRESENCE

31 Offices in 16 Countries

Recognized Leader

• Enterprise IT • Business Consulting • Product Engineering

Key Geographies:

• North America • Europe • Middle East • Asia Pacific • South America

Recognized Leadership in multiple

industry verticals

• Manufacturing • Automotive • Energy & Utilities

Sweden

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Business

Consulting

Business Process Consulting Supply Chain and CRM Consulting IT Strategy Consulting

Business

Intelligence

ERP

Application

Development and

Integration

Engineering

Solutions

PLM / PDM MES SCM Plant Solutions

Outsourcing

Solutions

Application Outsourcing Business Process outsourcing Distribution and Warranty Management Help Desk Management Analytics and Dashboard Solutions T e c h n o l o g y S o l u t i o n s

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SAP Business Unit Overview

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“Magic Quadrant for SAP Implementation Service Providers,“ published in July 2012.

• SAP Gold Partner & SuccessFactors Sales, Consulting, & Education Partner

• Winner of Best On–premise Delivery Performance - 2012 Award at

SAP Partner Summit’13, India

• Winner of Partner Sales Champion Award at FKOM'13, Singapore

• Partner Impact Award at SAP North America Field Kick-Off Meeting (FKOM) 2012

• 16 SAP Qualified Solutions including HANA Solutions, Mobile Solution for

CRM mobile

• Ranked among Top 20 SAP Implementation Providers by Gartner

• Joint COE with SAP

• Engaged with SAP Labs for development of Best Practices since 2007

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Managed Services Practice Overview

100+

Global Managed

Service Customers

500+

Dedicated

Managed Services

Consultants

Global Delivery Model, ITIL

/ ITSM, Six Sigma

7 Global Delivery Centers

& 31 Offices

Key Highlights



Mature Delivery Excellence

Program



Flexible

Delivery

Model

including pay-per-use



End-to-end capability



Industry

Focused:

Auto,

Manufacturing,

Energy

&

Utility



Certified Consultants



Cost savings of up to 30-40%



Free Assessment Services

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Managed Services Framework

Enhanced Satisfaction Level

Pay for Performance

Role based

competencies Knowledge Management and Customer portal ITIL based Frameworks Six Sigma Focus

Transition

Methodology PartnershipsTechnology Center of Excellence in Technology Automation Tools Lower Attrition

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KPIT Global Managed Services Portfolio

9 4/30/2014 Application Support Service Infrastructure Management Value Added Service Cloud Management Projects, Upgrade & Rollouts Service Operation Center (SOC)

 24X7 Help Desk Support for all levels  Remote Infrastructure Monitoring  Remote Support – Desktop, LAN, WAN  ITSM Tools Maintenance Partner

 Projects  Roll-Outs

 Upgrades ( Functions & Technical)  Major Enhancements  Managed Cloud  SaaS  PaaS  IaaS  SAP  Oracle

 E-Business (Microsoft & java)  Mobile & Custom Apps

 Infrastructure App support  DBA services

 Data Center Support

 Infrastructure Rationalization Services

 Application Hosting Services

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Engagement Models

Named & Dedicated Experts

Dedicated Staff providing support on a daily basis



Ideal for companies looking to reduce

costs or severely constrained to add

permanent staff



Total control over time zones and work

shifts to ensure easy communication with

your global teams



Fix-Price or T&M billed on a Monthly

basis

Shared Service Model

Shared resources across multiple customers to bring down



Build a team (U.S. based and/or Global)

of your choice Team members are shared

across multiple clients for cost reductions

via economy of scales



Team can be scaled up or down in line

with changing circumstances, offering

significantly

enhanced

operational

flexibility.

On-Demand

Pay-per-use utilizing expert skills



Ideal for specialized requirements / niche

skills



Contract on hourly or project basis when

required

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Delivery Excellence

Foundation

 Reporting – Operational /SLA’s

 Service Level Framework

Operational

 Operations Run Book

 Standard Operating Procedure

Optimization



Tools and Accelerators

Analytics

 Incident & Problem Mgt Trend Analysis

 Feedback process and Impact Measurement

AMS

Delivery

Excellence

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Global Services Model

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End User

Key User

Local IT Team

Helpdesk

Ticketing Tool Raised to 2nd Level

Enhancements, Developments and Design changes L1 Support Supply Chain Sales HCM Logistics Finance L2 Support

Service Tickets Onshore & Offshore Functional / Technical Consultants

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Engagement Cycle using KPIT framework and methodology

Initial Engagement

Partnership

Transition Execution

Steady State

Due Diligence Capabilities &

Requirements Transition _Planning Knowledge _Transfer Secondary _Support _SupportPrimary Steady State

QA Review

Services Agreement Project Specific Knowledge Transfer

Project Specific Knowledge Transfer

_Improvement

Continuous

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KPIT Global Managed Services Clients (Partial list…)

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Value Proposition

Integrated Service Delivery

Model

Low Risk Transition

Agile CoE

Best User Experience

Delivery Excellence Program

• One Stop Shop

• ITIL V3 based “100% in-sourced” end-to-end support

• SLA Monitoring, Tracking and Reporting

• Detailed KPIT Transition framework minimizing risk (rebadging,

prioritization, OCM)

• Knowledge Transfer using proven KPIT Tools

• Periodical forecasting and demand management for events

• Develop Solutions & SAP Roadmap for repetitive business events

• Flexible team ramp up/ramp-down in ~ 2 to 3 weeks

• 24 X 7 service desk operating model using ITIL Processes

• Accent Neutralization and SAP 101 training for L1 team with frequent

feedback

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Achieved

Opened

Paused

Misses

SLA Management - Metrics

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Priority 1

Priority 2

Priority 3

Priority 4

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