Accelerators

• Monitor service-level parameters and resource loading
  
• Early warning system and exception handling
  
• Single point reporting of all parameters through dashboard
  
• Configuration of Resolution Time Matrix with a client-specific calendar
  
• Easy integration with problem management software, through BAPI interface
  
• Workflow notification

• Early warning of SLA slippages
• Identification of ‘dormant’ problem tickets
• Monitoring responses, resource loading
• Open/ closed tickets analysis, trend analysis
• Dashboard to monitor and analyze the performance of production support team

WebFET
WebFET helps end-users create customers masters directly in the SAP R/3 system, with minimum manual intervention from central data maintenance groups.

Based on SAP NetWeaver technology, it helps to validate, create and maintain customer master data. It helps automate business scenarios and rules as configurable. It also allows multiple divisions and departments to input customer master data requests directly into the portal. It offers the following features:

• Replicate Accounts
• Mass requests
• Park requests
• Abort requests
• Review requests

PROCESS IMPROVEMENT SUGGESTION (PIS)
PIS tool is a plug and play accelerator for ‘Suggestion management’. It allows end-users to enter process improvement suggestions online. It also helps to track the lifecycle of the suggestion with workflow and notifications. Features include:Track the progress of the suggestion from origin to implementation

• Provide single front-end for all teams
• Maintain central repository of all suggestions
• Roles-based activities that cater to different user communities
• Eliminate need for excel sheets
• Generate various analytical reports

EzTA
EzTA enables organizations to manage their trend analysis process and achieve continuous process improvement. Developed on Sap Netweaver, it enables employees to analyze recurring problems, review the analysis, suggest and track various problem-reduction recommendations. EzTA vastly reduces manual efforts through role-based users. The result is a well-defined, rapid trend analysis process leading to problem reduction. This, in turn, allows better tracking of recommendations and higher-quality analysis because data is available in a centralized database. Quantification of recommendations for problem categories and assessment of their impact is also possible.

EzTA’s salient features are:

• Facilitates on-the-fly trend analysis process
• Role-based activities catering to different communities, like multiple support teams and trend analysis
• Automatic notification at various stages of the trend analysis process
• Maintains a central repository of all recommendations for all problem categories
• Web-based, allowing end-users to enter analyzed data into an online form
• Eliminates need for excel sheets

ORA (OUTLOOK REMEDY AUTOMATION)
ORA seamlessly integrates with Microsoft Outlook & Remedy for automatic ticket creation. It reduces the manual effort involved in creation of tickets and reduces the chances of error. Here’s how it works:

• Keeps polling the Outlook Inbox for new mails
• Validates requesters, sets target dates and assigns tickets to different resources based on logic defined in the MS access database
• Factors in holidays and adjusts target dates
• Attaches emails to Remedy tickets and copy emails to a designated folder
• After creation of tickets, emails are shifted to required folders
• Sends an acknowledgement to users along with ticket ID