Services - Matrix

Remote Operations       Remote Consulting and Support

The matrix below summarizes the responsibilities of ThirdEdge associated with the scope of work provided by our Remote Operations service.

Account Management

Management
  Negotiate new and/or renew agreements of Service Levels.
  Ensure compliance with agreed upon Service Levels.

Reporting
   Prepare and distribute monthly status and service level/performance reports.

Meetings
   Prepare quarterly management review meeting.
   Conduct management review meeting.
   Implement action items resulting from and agreed to during management review meeting
 

 

SAP R/3 Support Services
Database Administration
Capacity planning
Monitor database usage and capacity.
Provide reports on database usage.
Analyze and forecast database resource requirements.
Analyze and report resource trends.
Make recommendations regarding resource consumption and trends.
Perform table-space/data file management.
 Performance Management
Monitor and tune database performance.
Monitor resource consumption.
Review and analyze system logs and take corrective action.
Perform proactive database maintenance.
Change Management
Request changes to the database environment.
Implement approved changes to the database environments.
Review database changes for system impact.
Security Management
Manage SAP R/3 Security profiles and user ids.
Perform SAP R/3 security profile changes.
Monitor user system activity.
Lock and unlock user id’s/sessions, if needed.
Basis Administration
Perform daily monitoring of SAP R/3 systems.
Tune SAP R/3 systems to ensure optimal performance.
Perform client copies, client configurations and/or data refreshes, client exports/imports, and client deletions
CTS Administration
Review and analyze impact of change requests.
Execute transports.
Provide problem resolution related to transport issues.
Print Management
Create and maintain SAP R/3 printer queues.
Manage SAP R/3 spool.
Resolve SAP R/3 print spool problems.
Job Scheduling and Monitoring
Schedule batch jobs.
Monitor job completion or failure and resolve problems.
Document and report any job execution failures.
Perform restarts as defined by Customer.
SAP and Database Software Management
Identify availability of new releases, support packages, and patches.
Perform risk analysis regarding new releases, support packages, and patches.
Develop test plans for the technical environment.
Install support packages and patches in the development and test systems.
Execute technical test plans.
Review technical results of test plans.
Install support packages and patches in the production system.
Provide 2nd Level Helpdesk Support
Provide daily support for solutions to technical problems received from Customer's 1st level helpdesk.
Perform problem management.
Provide after-hours support.
Problem Management
Identify and resolve R/3 Basis, Database and OS problems.
Schedule repair activity with Customer.
Coordinate and interface with all 3rd party service providers to resolve problems.
Conduct performance and functional testing.
Operating System Support
Install service packs and patches.
Support operating system software.
System Management
Capacity/Performance Management
Monitor system use and capacity.
Resolve system problems.
Analyze and forecast resource requirements.
Analyze and report resource trends.
Make recommendations regarding resource consumption and trends.
Conduct system performance tuning.
Data Backup/Restore
Restore backed up data as needed.
Monitor backups and restores.
Confirm the successful completion of all backup jobs and processes.

 

 
Copyright ©2007 ThirdEdge