SAP Operation and Maintenance Services

Tenon provides operation and maintenance services related to both the system and business aspects of SAP ERP and SAP BO. Our focus is second-level support work that cannot be resolved through general help desk work or software product maintenance work, and that targets functional improvement/extension, troubleshooting, and service management including Q&A.

In bridge communication between global companies’ Japan offices and overseas head offices or branch offices by our bilingual consultants, we have a track record that about 30 companies. In the role of support for IT departments, we familiarize ourselves with user departments and provide services under the motto of services that do not interrupt customers’ operations.

For global companies in particular, customers face the following issues in the centralization and consolidation of SAP-based enterprise business systems.

  • System maintenance is performed collectively by global teams, but when serious troubles that could interrupt business occur, timely provisional measures are not presented or system restoration is not performed
  • When system modification requirements arise due to new business, expansion of business partners, consolidation of organizations, legal revision, or other causes, the user department alone organizes system requirements, language problems crop up, and accurate communication of requirements to the global team is not possible
  • IT departments wish to be freed from system operations work such as troubleshooting in normal operation, so as to focus on planning and management work

Solving the above-mentioned problems requires building a second-level support team system that meets requirements including the following, and carrying out bridge communication between user departments and the global team.

  • Possesses insights into SAP standard features and understands client companies’ unique SAP systems
  • Possesses or is actively acquiring knowledge of client companies’ industries and businesses
  • Is familiar with the IT methodologies and communication rules of global companies
  • Is able to engage in business communication in Japanese and English
  • Is able to work closely with customers toward recovery in the event of serious troubles that could cause suspension of business

Our SAP operation and maintenance service comprises the following three services.

Troubleshooting

We perform recovery from system troubles originating in system failure, operational errors, and errors on the part of business partners. Working on the basis of incident reports from user departments and failure notifications from systems, we undertake tasks that include assessment of failure status, identification of causes, planning of provisional response, support for execution of provisional response, and planning of permanent response. For global companies, we act on behalf of user departments to communicate in English with overseas head offices and branch offices.

Service management

We respond to ad hoc inquiries separate from troubleshooting, including Q&A involving system operation, support for adapting to new products and new business partners, and support for shipping date adjustment during the New Year, Golden Week, Obon, and other long holidays. We provide support during the execution of operations by user departments, including the proposal of solutions to requirements.

Functional improvement/extension

We respond to requests for improvement and extension of system functions to accommodate changes in work processes associated with new business, new products, or business partners; organizational consolidation; legal revision; etc. We perform tasks including checking and organization of requirements, drafting of solutions, system implementation, user testing support, production migration, and production operation support. In cases of system implementation at the overseas head office or an overseas
branch offices of a global company, we engage in communication of requirements to the relevant teams, system acceptance work following implementation, and other tasks in English.

Our SAP operation and maintenance services contributes to stable operation, improvement, and extension of customers’ SAP systems through the following unique points and advantages.

  • Utilization of a track record of service provision to over 30 companies, and associated knowledge
  • Experience in the provision of Japanese and English bilingual support to about 30 global companies
  • Flexible adjustment of contracted man-hours through remote service
  • A team structure that includes a number of experienced staff members with over 20 years experiences with SAP
  • Strengths in the field of SAP logistics (SD, MM)
  • Expertise in linking SAP peripheral systems (EDI, EAI, WMS, BI, forms, rebate calculation, etc.)
  • Knowledge of pharmaceutical, medical device, apparel, and other industries and business
  • Deep understanding of the IT methodologies of global enterprises

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