Value Proposition
Why Application
Support Services?
- Deploying an ARIBA Solution is an investment that requires a change management effort
- In order to get the best out of the tool, and evolve current processes without being too disruptive, you need a transformational program
- Your users will adapt and grow into the solution and with that, adjustments will be needed to continue being relevant to the users
- Also the platform evolves constantly, and you need to understand, analyze and apply all those new features
- Adding new functionality, evolving your business processes, and increasing user adoption is the recipe to maximize return on investment
- It is not economically viable to create within your team a group of solutions experts that can achieve this
- It can only be done with an expert partner that provides much more than a simple AMS, you need an Application Support Service Solution
Benefits of
an Application
Support Service
- The Key Users: Key Users are critical for the evolution of the solution and experts in their own processes, but rarely are experts on ARIBA Solutions or best practices. With an Application Support Service, Key Users will have expert advise on best practices and new functionality to constantly increase the fit of the deployed solution to the business processes.
- The Buyers: Buyers need to solve incidents right away, develop best practices to prevent future incidents and have access to best practices, expert advise and new functionalities training. That will increase platform usage, hence return on investment.
- The Stakeholders: Stakeholders will have high visibility on KPI’s. Tracking incident management, user adoption and repetitive issues. That scorecard of the platform and its usage is a core component of our solution.
- The Client: Increasing user adoption to the platform and adapting the functionalities curve to functionalities included in new releases is key to increase return on the investment. Clients with higher user adoption to the platform will see higher EBITDA contribution form its use.
Tiered Services Approach
Corrective
Reactive modification of a software product performed after delivery to correct discovered problems.
Preventive
Modification of a software product after delivery to detect and correct latent faults in the software product before they become effective faults.
Perfective
Modification of a software product after delivery to improve performance or maintainability and increase user adoption and ROI.
Administration
Plattform administration focused on reducing TCO.
User Training, User Manuals maintenance, Supplier Enablement.
Understanding each Tier – TIER 1
Corrective
Reactive modification of a software product performed after delivery to correct discovered problems.
Involved Services:
- Platform Administration
- Incidents Management
- Corrective service
- Data administration & migration
- Supplier Enablement
- User training
- User manuals maintenance
Administration
Plattform administration focused on reducing TCO.
Understanding each Tier – TIER 2
Preventive
Modification of a software product after delivery to detect and correct latent faults in the software product before they become effective faults.
Involved Services:
- Change Management
- Template Management & Optimization
- Root-Cause analysis (Longer term incidents management)
- Advance Reporting & Tools
– User Adoption Report against best practices
– Top-Five incidents/users report
– Change Management needs
– Service Trends & Preventive Action Plan
Understanding each Tier – TIER 3
Involved Services:
- Release Analysis against client’s business processes
- New functionality rollout
- New entity rollout
- Perfective Maintenance
(Evolving the solution & Business Processes) - Increased focus on User Adoption
- Best Practices advisory
- Product Customization & Extension
- R&D lab and API’s development
Perfective
Modification of a software product after delivery to improve performance or maintainability and increase user adoption and ROI.
