Application Management Services – Enterprise Resource Planning
Mission not accomplished
We’ve all seen the scenario before. Your team is running three shifts developing modules to make implementation deadlines; diverting attention to the future-state operating model is the farthest thing from your mind. While the heads down mentality is often crucial for deployment success it can have equally negative impacts on long-term enterprise resource planning (ERP) value. This lack of attention can eventually lead to eleventh-hour decision making for future state operations. No big deal, you say? Think again. Hurried decisions on support team makeup and model, support processes, outsourcing partner, operational metrics and continuous improvement models often have lingering effects.
When it comes to ERP management and support, every company has unique needs. We are experienced in tailoring solutions specific to our client’s situation - developing a service delivery structure, augmenting internal support staff, providing on-site application maintenance, or creating a remote on-shore or global delivery model to manage costs and improve on service levels. Because we align our resources with your core ERP strategy, we can deliver the cost reduction, risk mitigation and return on investment you expected in the first place. Learn more about the offering.
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Meet our people
- Larry Calabro, Principal, Deloitte Consulting LLP
- Ray Ignacio, Principal, Deloitte Consulting LLP
- Application Management Services – Information Management
- Application Management Services – Systems Integration
Learn more about the offering
Meeting resource supply and demand
Attracting and retaining the talent required for ERP is a challenge. Additionally, the demand for ERP support talent is not static – it is constantly changing with the peaks and valleys of business demand. Adjusting the size and composition of the support team on the fly can present a unique challenge for organizations. Without proper analysis and strategic sourcing, talent management can become increasingly expensive and have direct impact on solution quality, agility and return on investment (ROI).
Managing execution risk and cost
Many businesses today spend too much of their IT budgets on maintenance and support for ERP applications. With ERP platforms becoming more and more complex, having the right talent, the right industrialized tools and the right controls is increasingly critical to managing risk and controlling cost. To achieve this, organizations need ERP-specific expertise, robust operating methods and tools that seamlessly enable work across a global team environment.
Staying ahead of the curve
Forward-thinking organizations have shifted their ERP “run” focus to continuous value generation – addressing descoped requirements, delivering prioritized enhancements and tightly aligning with the business. This variety of objectives requires a practical alternative to maintain cost effectiveness – a way to get the right amount of product expertise/insight and business expertise to continue to realize value from package applications. Organizations are relying on external relationships/resources to help deliver continuous package improvements, stay ahead of changes in the business and bring long-term cost reduction.
How we can help
When it comes to ERP management and support, every company has unique needs. We are experienced in tailoring solutions specific to our client’s situation - developing a service delivery structure, augmenting internal support staff, providing on-site application maintenance or creating a remote on-shore or global delivery model to manage costs and improve on service levels. Because we align our resources with your core ERP strategy, we can deliver the cost reduction, risk mitigation and return on investment you expected in the first place. Our services include:
Deloitte’s ERP practice specializes in assisting clients throughout the entire application lifecycle with an integrated design-build-run model to help lower costs, accelerate time to steady-state and minimize risk. Our model is able to minimize the overhead and pain associated with transition by introducing Application Management Services (AMS) resources during the implementation lifecycle and retain key implementation resources through steady-state.
Deloitte provides resources and capabilities that can help organizations to manage and maintain ERP systems, execute upgrades, identify and execute value-added application improvements. These can be provided with Service-Level Agreement (SLA) based support, or on a project basis, depending upon your company’s needs.
- Save 10 to 30 percent in support costs
- Allow budget and talent resources to tackle higher-value initiatives
- Mitigate resource risks by allowing us to provide resources for support activities
- Improve service level agreements via improved processes and governance
Three ways to get more value now
Start with an overall support strategy. And start early. The earlier you start planning the end-game support model, the more cost effective your ERP investment will be. Effective support models are an integral part of solution design, in addition to the synergies that can be brought to the table when implementation and support teams are tightly integrated throughout ‘design-build-run’.
Instill a command center mentality. During deployment you wouldn’t expect anything but full transparency, tight coordination and effective communication on execution – why would that change during operations. Foster a mentality of openness and cross-team communication to continuously improve support.
Define value. It sounds simple but it often goes undone. Raise the bar and overcome the temptation to set simple tactical SLAs for support. Insert business-leading Service Level Objectives to generate more value from the service delivery organization.
Application Management Services - ERP in action
- Deloitte provides a large integrated energy company with a flexible resourcing model that is tightly coordinated to organizational service level objectives and business demands. On an ongoing basis, resourcing planning sessions are coordinated to determine exact level of effort required by skill category – providing an attractive economic value proposition and the continuous “right-sizing” of the support organization.
- Using Deloitte’s design-build-run ERP implementation model, a large regional electric cooperative was able to accelerate transition from the onsite ERP implementation team to a support organization based in a regional US delivery center. Deloitte’s AMS team provides ongoing break fix support in addition to value-added enhancement work – which led to the automation of time-consuming processes driving down operational overhead and cost.
As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.