SAP managed services project for a Netherlands
based utility company
Abstract
Utilities are aiming to reduce cost of operations by simplifying and
streamlining business processes. Infosys’ with its breadth of expertise in
Utilities specific solutions has partnered with a leading Dutch Utility to help
achieve simplifications in IT operations by successfully migrating from a
multi vendor environment to a managed services system. Infosys with its
Global Delivery Model is facilitating the client to realize improved ROI and
enhanced customer satisfaction.
Jun 2009
Business Need
• The client wanted to reduce cost-to-serve and cost-to-change by transforming their business processes and systems via
SAP technologies.
• The client wanted to rationalize their SAP IT landscape for attaining support and maintenance optimization across
application services, software licenses and infrastructure.
• The client aimed at transforming its Testing Framework for SAP ISU into a lean, professionally managed and adaptive
next generation Testing COE.
• The client wanted the formation of IT Delivery (ITD) organization to leverage IT for achieving business targets.
Infosys Solution
Infosys has been a key partner to the SAP support, development and implementation program at this utility for over 2 years
now with services spanning product evaluation, implementation, enhancements, support and upgrade.
• Migrate from “Body Shopping” mode to Managed Services in a phased manner within 8 months of engagement.
• Decrease the number of suppliers to 1 (for the core SAP applications) from the present 30.
• Working with service level arrangements and key performance indicators (KPI’s).
• Use of reusable procedures with Infosys’ propriety tool IPSP (Intelligent Production Support Platform) for technical
problems, thus increasing efficiency (Request change procedures defined).
• Improvements in ticketing system, Assyst, using procedures to reduce the number of interactions required with users
resulting in better operational efficiency.
2 | Infosys – Case Study
Engagement Milestones
Infosys has always been a part of all major programs with this client for the last 2 years which is the result of our allegiance to
meet customer needs in diverse areas.
Value Delivered
• Improved cost-effectiveness, reduced Total Cost of Ownership, and reusability of solutions.
• Reduced risk of project failures by optimizing the multi-vendor PMO structure.
• Enhanced monitoring, tracking and visibility of project progress through Infosys propriety tools in the context of
Global Delivery model.
• Increased quality through Agreed Quality process improvements with all parties.
• Reduced operational and review costs using Separate Transition Management plan for SAP Development and Support.
• Infosys recommendations on GAP analysis, process improvement led to client adopting best practices based on the
global delivery model and thus realized benefits due to time and cost arbitrage.
• Reduced tickets in several areas by up to 60% through implementation of technical improvements initiatives, and
knowledge sessions for key users.
• Projects successfully managed at CMMI Level 5, exhibiting excellent communication and cultural adaptability in
Dutch language.
