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DELAVAL

Analysis and design of ITIL processes and Change Management processes within the framework of a global SAP rollout

The following tasks were performed by PROSOL team members:

Process optimization of service and service support processes, in particular revision of the service level agreement (SLA)
Analysis and design of the business processes "Standby Duty", "Escalation", "Crisis Management", “Printer Processes” and “User Support Processes” as well as of the deadlock process in the SAP R/3 system landscape down to Unix command level, and the “Disaster Management” process
Creation of a data centre handbook
Process optimization of service and change processes (support and change management)
Setup of incident processes (helpdesk), analysis and design of configuration management
Elaboration of a proposal for structuring the new system landscape
Analysis and design of release management
Documentation of all individual processes, identification of improvement and risk potentials

The following software was implemented: SAP R/3 Release 4.6 (MM, SD, FI, CO)