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Business Requirements Executive Summary

   

Added on  2021-04-21

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Part A: SLAContentsExecutive Summary...............................................................................................................................1Company Profile....................................................................................................................................1Business Requirements Summary.........................................................................................................1Key Stakeholders...................................................................................................................................1Proposed Solution.................................................................................................................................2Detail of each proposed solution and how it meets the Business Requirements..............................2Advantages and disadvantages.........................................................................................................2SLA Service Description:........................................................................................................................3Duration of the contract....................................................................................................................3Areas of support................................................................................................................................3Methods and Levels of support.........................................................................................................3Hours of support................................................................................................................................3Definition of Priority Levels...............................................................................................................4Response times according to Priority................................................................................................4Communications methods.................................................................................................................4IT Support Personnel: Roles and Responsibilities..............................................................................5SLA Implementation:.............................................................................................................................5Warrantees & Exclusions...................................................................................................................5Customer Responsibilities.................................................................................................................6Method for Service Level Monitoring................................................................................................6Process for handling complaints or concerns....................................................................................6Process for changing the contents of SLA..........................................................................................6IT Resource Requirements.................................................................................................................6IT Personnel Requirements...............................................................................................................6Conclusion.............................................................................................................................................7References.............................................................................................................................................7
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Executive SummaryThis is a general service level agreement that is signed between SAP and its customers for takingenterprise solution provided by SAP to the customer organization. The agreement includes details ofkey stakeholders, solution suggested, support provisions, complaint handling, and agreementchanges.Company ProfileSAP is a leading organization in the enterprise application space and is the third largest softwaremanufacturer in the world. The company that was started in 1972 by 5 German entrepreneurs andtoday has over 345,000 customers across globe. SAP is a software solution provider that providessolutions like CRM and ERP for enterprises. The company has developed solutions and based on theclient needs, the company employs developers for customization and technical experts forconfiguration of the solution. Business Requirements SummaryThe business requirement is to create an integrated system of business which allows people tocollaborate through a centralized enterprise system which would be provide by SAP as a businesssolution.Key StakeholdersThe Enterprise Support solution implementation project of SAP would have specific stakeholderswith specific responsibilities and expectations as illustrated in the table belowStakeholderRoles & responsibilitiesExpectationsBoard of DirectorsGive direction to the managementon the vision of the company andthe need for the development ofenterprise solutionGet the details of how theenterprise solution wouldbenefitthecompany[ CITATIONWen101 \l 16393 ]Time Noble - MDUnderstand the vision of SAP and develop a plan for its expansion through the development of the enterprise system[ CITATION SPM01 \l 16393 ]Knowledge of all the solutions and implementations reported bythe IT and operational teamSAP StaffExecute all activities needed for the development and implementation ofthe enterprise support systemSupport for infrastructuredevelopment and userfriendly applicationsSuppliersDeliver infrastructure for theimplementation of enterprisesupport systemProvidespecificrequirementsofdevelopmentandimplementation[ CITATIONROB00 \l 16393 ]CustomersProvide inputs to developers for understanding specific requirements[ CITATION Bis99 \l 16393 ]Betterknowledge,experience and contributionfrom SAP solutionUser GroupsProvide inputs on the needs of theConsideration of their
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enterprise support systemdevelopment to ensure the groupmost benefited with thedevelopmentconcerns and assurance ofresolution before the projectis developed andimplemented[ CITATIONGMC14 \l 16393 ]Proposed SolutionDetail of each proposed solution and how it meets the Business RequirementsA centrally managed collaboration platform would be provided across the organization which wouldhave services for departments and support units of the company. These service would enable theusers and employees of the system to collaborate and share knowledge with each other within theenterprise system. A personal space would also be provided on the cloud which can be used by thecompany employees to store their personal documents, blogs, and wikis following the guidelines ofenterprise governance. These processes would be supported by a web-based platform that would beused for knowledge management and task collaboration. This would involve data gathering, creationof a knowledge base, organizing events, authoring and editing office documents, management ofversioning of documents and delivery of information through a single reporting point.Advantages and disadvantages Advantages of the centralized enterprise solution include:Configuration of multiple servers can be handled from a single locationCost of server maintenance is reducedConfiguration of processes can be automatedCost of monitoring and management is reduced with centralized systemIntegration with legacy systems as well as modern ecommerce systems is possibleThe visibility in the company is high and a high level of collaboration can be achieved[ CITATION Uni17 \l 16393 ]Disadvantage of the enterprise solution are:High cost of implementationHigh level of customization can result into system slow downMigration of the legacy data from old systems to the new system can be very time consumingIf an organization currently has decentralized systems, centralization would be very complex processOnly experienced people are required for implementation of enterprise solutions[ CITATION MLy03 \l 16393 ]
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