Infosys ValuePLUS Framework for SAP Application Maintenance Services

INFOSYS VALUEPLUS FRAMEWORK FOR SAP APPLICATION MAINTENANCE SERVICES

Overview

In recent years, business environments have undergone rapid transformation due to changing consumer behavior, technological advancements, and shorter product cycles. Businesses today face significant competitive pressures, requiring them to invest in growth and innovation while maintaining existing operations without disruption. To address these challenges, Infosys has developed the SAP ValuePLUS framework to deliver superior digital experiences, reliable IT service delivery, and agile business operations.

Key Focus Areas

1. Reliable and Resilient IT

   • Technological Front: Clients are streamlining their digital landscape to enhance flexibility. This involves building specific capabilities around core SAP and non-SAP technologies and migrating to a hybrid or multi-cloud ecosystem.
   • Functional Front: The framework supports the adoption of new business models and geographical expansions, facilitating seamless integration and release to production systems.

2. Digital Experience

   • The framework aims to provide a superlative experience to internal and external business stakeholders. It addresses how to:
     • Provide a digital experience to SAP system users.
     • Leverage modern technology to elevate the user experience.
     • Utilize digital workers for routine activities.
     • Simplify business operations and make them intelligent and automated.

3. Business Agility

   • The pandemic has accelerated the need for rapid digitalization, pushing organizations towards digital-centric business growth. The framework emphasizes:
     • Supporting everyday business evolution with integrated DevSecOps practices.
     • Ongoing process transformation to remove friction and improve business KPIs.
     • Adopting value-driven technology and building a future-ready IT organization.
     • Leveraging modern technologies to achieve better business outcomes.

Case Studies

• Client 1: Leading American Food Processing Industry

  • Project Focuses:
    • Automating the support cycle.
    • Enhancing the business experience.
    • Bringing agility to business processes.
  • Key Achievements:
    • ~10% effort savings on enhancement work.
    • Auto-remedial actions and critical job execution threshold-level monitoring to meet business SLAs.
    • Automated assignment of 94% incidents, balancing workload.
    • AI learning model proposes resolutions automatically with 83% accuracy, reducing SME dependency.
    • Customer happiness index increased from 2.81 to 4.33.
    • ~10% faster turnaround of solutions through the in-app assistant.
    • 30% reduction in customer service and SME workload.
    • 20% increase in efficiency during month-end closure.
    • 8+ real-time KPI monitoring for better visibility.
    • Predictive returns analytics for better future planning.
    • Automation of 500+ requests per year.
    • Automated configurations improved UAT turnaround time by 80%.
    • Integrated DevOps reduced MTTR by 50% and TAT for changes by 45%.

• Client 2: Leading Global Provider of Agricultural Science and Technology Solutions

  • Project Focuses:
    • Cost optimization.
    • Continuous innovation.
    • Business-focused solutions.
  • Key Achievements:
    • Technical feasibility analysis and reverse engineering.
    • ~10% effort savings on enhancement work.
    • Auto-remedial actions and critical job execution threshold-level monitoring to meet business SLAs.
    • Automated assignment of 94% incidents, balancing workload.
    • AI learning model proposes resolutions automatically with 83% accuracy, reducing SME dependency.
    • Customer happiness index increased from 2.81 to 4.33.
    • ~10% faster turnaround of solutions through the in-app assistant.
    • 30% reduction in customer service and SME workload.
    • 20% increase in efficiency during month-end closure.
    • 8+ real-time KPI monitoring for better visibility.
    • Predictive returns analytics for better future planning.
    • Automation of 500+ requests per year.
    • Automated configurations improved UAT turnaround time by 80%.
    • Integrated DevOps reduced MTTR by 50% and TAT for changes by 45%.

Conclusion

The SAP ValuePLUS framework from Infosys is designed to help businesses achieve optimal operations while ensuring long-term sustainable growth. By focusing on reliability, resilience, digital experience, and business agility, the framework enables organizations to navigate the rapidly changing business environment effectively.