Service Specification: SAP Professional Services
Lot 4 Service Specification
SAP PROFESSIONAL SERVICES
OVERVIEW
Fujitsu provides professional services around the consulting and implementation of the SAP application stack, allowing
customers to reap the rewards of the SAP Implementation.
Fujitsu provide a hands-on flexible approach working closely with each customer to determine how the solution should
best be structured by:
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Helping identify which areas of the business are mostly likely to benefit from the particular SAP solution
Assessing the architecture requirements to ensure SAP’s flexible deployment and integration possibilities are utilised
to the full
Employing its own benefits realisation approach, combined with the SAP service to allow benefits to be identified and
managed right throughout the delivery.
Fujitsu’s SAP consultants are not only up to date with the latest developments in SAP business solutions and their
applications – but also have a firm business background – meaning that they are able to relate to the Customer business
challenges, and focus on the practical applications of SAP solutions, supporting you with a hands-on approach. Fujitsu’s
consultants are:
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Certified SAP Consultants in all business areas
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Experienced project managers
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Technical and infrastructure experts
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Consultants with an industry business background
Fujitsu has a strong team of both functional and technical consultants. Our functional consultant’s knowledge covers all
application elements of SAP, including SAP HANA and SAP Mobile.
Our Technical team skills include all aspects of the technical implementations of SAP products: Infrastructure, Netweaver,
SAP Business Suite, PI, SAP HANA, SAP Mobile Platform and Solution Manager.
Fujitsu has worked in partnership with SAP for more than 35 years and therefore has strong relationships with SAP AG at
both a local and global level. Globally with over 2,500 SAP consultants, 8,000 customer installations and a SAP Solutions
Competence Centre in India as well as our SAP Global Competence Centre in Waldorf - Germany, we have the capability
to provide end-to-end solutions for the implementation, support, hosting and ongoing management of SAP Applications.
INTRODUCTION TO SAP PROFESIONAL SERVICES
As a company grows it needs to consolidate and automate its information and business processes. The need to reduce
administration costs using the latest technology for best business practices is always the goal of any company. Working
with SAP requires specialised resources. Matching the supply of certified and experienced professionals with the varying
demands for changes is difficult. Only the largest organisations can afford to staff a full complement of specialised
resources required to maintain their SAP application. To deliver these services, Fujitsu employs disciplined techniques,
consultants and world class, proven processes.
AREAS ADDRESSED
Fujitsu Consulting integrates the core expertise of the Fujitsu companies and its partners to deliver complete solutions in
the areas of enterprise information management, packaged application implementation, legacy systems modernization, IT
governance, managed services and business process services. Fujitsu Consulting enables clients to build more value into
their IT investments and drive their leadership in the marketplace.
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© Fujitsu Services Limited, 2013
Service Specification: SAP Professional Services
APPROACH
Fujitsu’s capability to provide the Solution, Technology, Application and Business Consulting will enable us to sit down
with you and assess the solution that best suits your requirements by
1.
Helping you identify the business processes and users that will most profit from a SAP implementation
2.
Assessing with you the physical environment as well as the organisational environment for readiness before we make
a final recommendation
We follow through by helping you identify and mitigate risks, and provide you with project management expertise to ensure
delivery of a high quality implementation on time and on budget. For the duration of the assignment, we apply our
Macroscope™ methodology and the SAP approved Implementation Methodology ASAP. After completion of the
implementation, we can also provide outsourced support services to help you manage the life cycle of the provided
solution.
DELIVERABLES
Fujitsu employ their proprietary SAP implementation approach called Macroscope (which is built on the proven ASAP
methodology platform) to ensure the successful delivery of services.
Examples of deliverables are listed below. This is not a definitive list as a full deliverable list is identified during the Define
phase as per customer requirements.
 Define:
 Pre-Implementation Questionnaire
 Project Charter
 Statement of Work
 Requirements Output Document
 High Level Project Plan
 Business Process Diagram
 Customer Specific Documentation
 Discover, Design and Develop:
 Configuration Workshops
 Business Process Diagrams
 Entity Relationship Diagrams
 Gap Analysis
 Acceptance criteria
 Quality measurements.
 Deploy:
 Testing
 Training
 Change management
 Support provision
CUSTOMER OBLIGATIONS
Implementing a SAP based solution requires an iterative approach to design, test and repeated reworking to arrive at an
acceptable build of the new functionality. This will take the form of a build and customer playback process where examples
are created in development environments and a series of customer reviews and rework are undertaken to arrive at a
finalised deliverable. Customer participation at these playback sessions is a critical success factor in the completion of the
engagement.
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© Fujitsu Services Limited, 2013
Service Specification: SAP Professional Services
These obligations are agreed as part of the Define phase and documented in the Statement of Work and will cover the
following dependencies:
 Progress Approvals. The Customer will be asked to provide progress approvals at various key stages of the delivery
process up to and including the project completion. For projects delivered on a time and materials basis formal
milestone acceptance criteria cannot be applied as a time and materials based project is measured on man-days
resource effort consumed only. Progress approvals allow both parties to check that the project is progressing to the
satisfaction of both parties and that man-days effort is being consumed constructively
 Timely Access to Stakeholders and Key Users. Key business & IT contacts must attend all checkpoints and workshops
for which they committed to be available as well as be available on commercially reasonable basis to resolve
outstanding issues
 Timely access to information and documentation. The Customer shall provide Fujitsu with all required spreadsheets
and documentation to enable it to carry out its obligations to implement a SAP solution to meet customer requirements
 Environment Management. The Customer will provide the Fujitsu personnel with appropriate workspace that is
conducive to productivity. This includes desk space, phone and Internet connections for all resource roles notified to
the Customer.
 Administration. The Customer will nominate an administrator or system owner who can take on the Administration
 Customer Resources (Empowerment). The Customer will identify appropriate internal resources that will be available
to work with Fujitsu resources on the project team
 Configuration Management. Ongoing configuration management of the solution will be the responsibility of the
Customer
 Location. The engagement will consist of on and off-site working
 Training. Training requirements will be defined during the Discover phase as part of any overall change management
strategies the Customer may have.
Fujitsu will not be liable for any delay or deficiency in providing the Service if such delay or deficiency results from the
Customer’s failure to fulfil these dependencies. Should a delay to the Service result from the Customer’s failure in relation
to the above dependencies, for example, if there is not full workshop attendance, Fujitsu shall be entitled to amend the
Service, Schedule and/or Charges with no liability and shall be entitled to charge the Customer for any cost incurred as a
result.
EXCLUSIONS
Fujitsu shall not be liable for customer‘s take up, non-take up or other discretionary use of the information provided by
Fujitsu or of any of the recommendations or options generated from the Service.
As this offering is dependent on the exact customer SAP landscape and requirements a fully detailed scope of service will
be negotiated and agreed through the service definition and take on phase and this will include a detailed set of service
inclusions, any applicable caps or volumetric and specific exclusions.
The following elements are not included or applicable as part of the offered Service and are therefore not included within
this Service Definition:
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SAP Consulting or Implementation Services
SAP Upgrades
Detailed design and implementation of any add on services to an existing landscape e.g. DR, Archiving,
additional systems or interfaces.
User Training or Super User Level support
© Fujitsu Services Limited, 2013
Service Specification: SAP Professional Services
CHARGES AND PAYMENT
A solution will be designed and costed by Fujitsu based on the below rate card and the expected volume and type of
resource required for the specific Consulting scope agreed and documented during service design and transition.
Table 1: DAY RATES
SFIA Role
Day Rate
Service Management
Technical Specialist
Database Administrator
Senior Database Administrator
Technical Services Manager
Senior Technical Services Manager
Service Delivery Manager
G-Cloud Fujitsu SFIA
Rate Card.docx
Application Delivery Manager
Delivery Executive
Managing Architect
Should any additional effort be required in order to complete work or carry out additional work which is out of the scope of
this Service then such additional effort and any applicable charges will be agreed by both parties in the form of a new
statement of work.
The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the
Service.
When remitting payment, The Customer will include the applicable Fujitsu invoice that the payment applies to.
DEFINITIONS
Any terms used in this Service Specification have the meaning assigned to it by the Fujitsu Cloud Service Agreement
Terms and Conditions. Additional terms used have the meaning assigned by this paragraph.
In the event of any conflict between the terms of this Service Specification and the other documents that comprise the
Agreement, the provisions of this Service Specification shall prevail.
Table 11: DEFINITIONS
Term/ Abbreviation
Definition
Core Service
The above described service that can be contracted for.
Macroscope
Fujitsu's suite of proprietary methods, techniques and tools for Consultants.
Deliverables
An element of the Core Service which can be selected as in or out of scope
depending on customer requirements.
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© Fujitsu Services Limited, 2013