Support issue.

[Former Member]

Hi ALL,

I have one doubt on supporting side what is the 3rd level functional support for countries and other one Design and configure of Global FSP Template,plz share with me,i will give a full points.

Thanks and Regards

Rajen.

[Former Member · Accepted solution]

Dear Rajen,

An Excerpt:

1st, 2nd, 3rd and 4th Level Support

First-level support (typically by key users) u2013 Not severe problem. Routine errors. Mostly handled by Service desk arrangement of the company (if have one).

handling issues such as u201CHow can I reprint a delivery note?u201D u201CIs there a list available with the open items per receivables sorted by currencies?u201D and resetting passwords and unlocking users

Second-level support u2013 addressing problems that could not be solved in first-level support, such as checking and adjusting data, customizing, and programming; and adjusting the error constellation in the QA system, Should be referred to the Service Company (or may be company as prescribed in SLA).

Third-level support u2013 tracking open source software (OSS) requests.

Problems could not be solved by both of the above, are referred to Online Service Support (OSS) of SAP Itself. SAP tries to solve the Problem, sometimes by providing the perfect OSS Notes, fits to the error and rarely SAP logs into our Servers (via remote log-on)for post mortem the problem. (The Medical check-up client, connections, Login id and Passwords stuff are to be provided to SAP whenever they need or at the time of opening OSS Message.)

There are lots of OSS Notes on each issue, SAP Top Notes and Notes explaining about the process of raising a OSS Message.

Sometimes SAP Charges to the client / Service company depending on the Agreement made at the time of buying License from SAP.

Fourth Level support - Where rarely, problems reach this level.

Those problem needs may be re-engineering of the business process due to change in the Business strategy. Upgradation to new Version. More or less this leads to extinction of the SAP Implementation.

Global Full Size Project (FSP) Template

Basically, there are Two Types of ASAP Methodology -

1. Local ASAP

2. Global ASAP

Global ASAP is especially designed to fit the needs of multi-site, multi-national enterprises and to

help them implement global business operations, based on SAP.

A descriptive information is provided within:

[SAP Rollout Project|http://www.open.hr/hiz/hrusko/RolloutPresCASE3.pdf]

[SAP Help - Global Rollout with a Template|http://help.sap.com/saphelp_sm40/helpdata/en/6a/bf1603d4f0944c81366cef7427bd12/content.htm]

I think, this will clear your doubts, some extent.

Best Regards,

Amit

[Former Member]

Thanx for reply,issue closed.

[Former Member]

Hi,

Hope the following information is useful to you:

POSITION DESCRIPTION: SAP 3rd level supporter:

1. Scope of position:

• support level 2 in the use of SAP ERP

• focal point in Newport regarding the SAP ERP Service (local service & system owner)

• SAP ERP user administration (account creation, roles & authorizations)

• Coordination of run & serve activities with local teams

2. Duties & Responsibilities:

• To provide 2nd level support for SAP ERP service including the attached capabilities for file storage, file conversion, watermaking and Outlook notification. After phase II the service will include also the full Configuration Management capabilities including interfaces with CAD and ERP systems.

• To respond to user queries and requests within the timelines specified in the SAP ERP. Escalate issues within the support organisations and externally as required. Support the business unit centre of competency and act as a subject matter expert. Be able to write functional specs for internal and external resources to carry out SAP customization or ABAP work and related tasks.

• The ability to configure SAP ERP module in a support level 2 degree to provide technical support and the service of change requests. The ability to tackle user administration to create / modify end users accounts and related roles & authorizations following the H40 authorization concept.

• To animate the SAP ERP users community in participating in local change board to discuss service issues and change requests.

• To communicate actively with all the parties involved around the SAP ERP service (hosting provider, integrator, SEAL software support, internal EADS IOM teams, other IMS teams relevant with for SAP PLM interfaces) with strong consideration of the relationship with adjacent subjects

3. Key responsibilities:

• Technical and functional support for the SAP ERP solution

• Provide and record issue resolution appropriately using Remedy ticket system

• To advise users on the use of SAP ERP

• Assess business requirements and advise, implement as required with the 3rd level support

• Provide technical leadership and guidance for the estimation of change requests and their plementation

• To work closely with the SAP ERP system and solution Architect

• To mentor and guide other support team members and assist with increasing their SAP ERP expertise

4. Key relationships:

• SAP Team Leader

• SAP System Architect

• SAP global Service Owner

• SAP local Service Owners (Germany, France)

• SAP Project Managers

• SAP development team

• Information Management Services support organisations

• User help desk

• Key users from business departments using SAP PLM service (CM, Engineering, Quality, ...)

• SAP ERP European Change Board

5. Decision making authority:

• Issue resolution and escalation

• Influence in change requests decision process

• Authority in SAP ERP solution orientations

6. Problem solving responsibility:

• Good problem solving skills

• Ability to prioritise multiple and conflicting priorities

• SAP PLM and related issues resolution using OSS and other SAP PLM sources of information

Good luck

Tao