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SAP Solutions

23 September 2013


Service Overview

Why Capgemini

The Capgemini Proposition8




Our SAP Services



Summary of Proposition







Ordering & Invoicing Process

Termination Terms 27



Trial Service 27


Further Information 27




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1 Service Overview
Capgemini, as a winner of the SAP Award of Excellence for eight consecutive years,
Capgemini is one of the largest SAP systems integrators globally. Capgeminis portfolio
of SAP services includes Design, Development & Implementation, Upgrade &
Modernisation, Support & Maintenance, Management Information & Reporting,
Integration, Mobile, Roadmap & Enhancements, Training & Enablement, Centres of
Excellence and Consultancy.

2 Why Capgemini
SAP Practice Experience
As a winner of the SAP Award of Excellence for eight consecutive years, Capgemini is
one of the largest SAP systems integrators globally. With a global SAP staff headcount in
excess 13,500 SAP resources bringing innovative solutions to over 1,300 clients globally
in 2012, from all major industry sectors and geographies.

Figure 1: SAP Practice Overview

Capgemini blends industry knowledge, technology, and the business experience of its
seasoned professionals, to deliver services that consistently meet client expectations
and deliver measurable results. Our SAP capabilities are further enhanced with our
alliance with SAP.
Going beyond our experience in SAP products, Capgemini brings our clients innovative
solutions and delivery models. Our solutions and implementation methodologies are built
on Capgeminis deep industry experience and leading practices, and our extensive
capabilities in systems design, deployment and support.
We have SAP Solution Centres worldwide but our UK customers are supported largely
from the UK and India where we have a combined workforce of over 4000 SAP
resources respectively with a range of certifications including SAP, PMP, Prince 2, ITILv3
and Six Sigma.
Due to Capgeminis strength in providing excellence in delivery, SAP has designated
Capgemini as a leading Global Integration Partner since 1993. We strive for excellence
in delivery as well as leading edge in technology & innovation around SAPs solutions to


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the benefit of our joint clients. Together, Capgemini and SAP have proven their ability to
implement effective, customised joint solutions that exceed client expectations.
Capgemini is a true partner in SAP transformation as we deliver a full range of services
across the entire lifecycle of an SAP implementation including design, implementation,
hosting, production support, and efficient long-term system maintenance and
Capgemini has been positioned as a Leader in Forresters Global SAP Implementation
Providers survey (Q2 2011). In its most recent Magic Quadrant for SAP Application
Service Providers, Europe dated Dec 2011, Gartner ranked Capgemini as a Leader and
among the Top three SAP Service Providers in Europe.

Capgemini-SAP partnership
Capgemini has often been the first, and sometimes the only, implementation partner for
many of SAPs strategic initiatives providing high-quality certified resources, supporting
co-marketing activities and participating in product ramp-up. Today, we are one of the
largest SAP systems integrators globally.
Some of the initiatives where we have participated in are listed below:

Partner with SAP on Vanderlandes RFID Experience Centre, one of the leading
RFID initiatives in the Netherlands

Joint Capgemini/SAP Centre of Excellence in Walldorf, Germany focused on

Innovation excellence

Ramp Up Partner for SAP Solutions such as BI, CRM 7.0, Enterprise Portal, Mobile
Engine, NetWeaver, SRM, WAS, XI and xApps

SAP IVN (Industry Value Network) member for Utilities, CP, Public Sector and

We deliver a full range of services across the entire lifecycle of an SAP implementation
including design, implementation, production support, and efficient long-term system
maintenance and management.
This partnership helps our clients implement customised, highly functional solutions that
add value to the enterprise. Capgeminis SAP consultants have an average of eight
years experience with crossindustry SAP solutions. Using our five-phase approach,
starting with our RapidStart programme, they skilfully implement such solutions as ERP,
SCM, CRM and other relevant SAP solutions. Our Rightshore approach leverages 19
delivery centres spanning 13 countries to supporting SAP projects, ensuring the quality
of the clients investment while reducing their total cost of ownership. We collaborate on
making joint marketing initiatives and in jointly defining solutions and market-leading

Awards and Recognitions

Over the past five years Capgemini was awarded with the SAP Pinnacle Award four
times, which demonstrates our long lasting, strong and successful relationship with SAP.
List of recent SAP awards and recognitions include:


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SAP Global Partnerships and Certifications:

SAP Global Services Partner: This certification demonstrates the breadth & depth of
our SAP capabilities around the world to assist clients in their SAP Lifecycle journey
through Design, Build, Test, Deploy & Run phases.
Globally Certified RUN SAP Partner: With this certificate SAP acknowledges our
capabilities to provide support efficiently across the lifecycle design, set-up, operations,
and optimisation. In addition, we have been re-certified as a Run SAP Implementation
Partner on November 15, 2010 and again in Dec 2011.
Global SAP AMS Certification: This global accreditation is confirmation from SAP of the
quality of our industrialised support capabilities throughout the entire application
management lifecycle.
Capgemini also has certifications in the following:

Certified Globally for Application Lifecycle Management

Certified in Run SAP Methodology

SAP PartnerEdge Channel Program Gold Certified Partner

Capgemini All-in-One Certified Solutions: RapidPath for Medical Devices;

EnergyPath for Energy Services; HCM EDGE pre-configured SAP HCM Solution

Capgemini Differentiators:
Recognized Market Leader
SAP, analysts, and clients recognize us as a Market Leader. We have an SAP practice
that is deep in experience and have a proven track record of progress. We have
delivered many successful on time, on budget implementations with reference able


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customers for SAP. We have maintained close relationships with our clients and have
done many follow on projects after large implementations.

Tested Approach and Methodology

We have shown how we will use our methodologies, tools and accelerators to guide your
project. Capgemini and our clients have used these tools on many projects and many of
our clients continue to use tools from the methodology on subsequent projects.

Great Working Relationship with SAP

Our relationship with SAP allows us to access all parts of their organization at the right
time to deliver a high-quality solution on time and on budget. We have been recognized
in numerous areas by SAP as a go to partner for thought leadership and
implementation excellence.

Organizational Change Excellence

Capgemini has a robust and well-established organizational change methodology that is
a cornerstone of our service offerings. Our approach to change is one of integration into
the project team. It is essential that our change consultants become extremely familiar
with the design being developed and the business it will be deployed into, know each of
the stakeholder and end user groups and their specific needs, and evaluate the
readiness of each of the groups to absorb the proposed changes.
With in depth knowledge of these three areas, our team can develop a change and
training plan that is tailored to each audiences particular need. We advocate spending
time in the field with your stakeholder and end user groups to immerse them in
knowledge about how the project is progressing and the changes they should expect.
Each of our consultants (regardless of discipline) is fundamentally grounded in
organizational change principles.

Our Passion for Understanding Your Business

Throughout this document, we will demonstrate our knowledge of your business, the
drivers behind this initiative and the issues we know you have ahead of you. Though only
working together for a short time, we have already learned a lot about your business. Our
people thrive on getting to know a clients business and bringing our experience to bear
in a collaborative way that grants you your specialization and shares ours. We will not
pretend to have all the answers in the rest of this document, but hope to demonstrate
how we think through an issue or an approach so that you can better evaluate our style
of consulting.

We Team with Our Clients

Capgeminis core value of working with you in delivering solutions parallels Clients goal
to assemble a joint team to complement and support your resources, rather than
dictating the answers to you. We help unify your team of talented resources and facilitate
their progress. By working closely together, we are able to share knowledge of solutions
and leading practices with your employees.


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Our Broad-based Consulting Capabilities Enable Us to Help Transform Companies, Not

Just Change Out Systems
Our breadth and depth of skills allow us to bring thought leadership and delivery
capabilities to you covering a wide range of topics: from strategic planning to solution
delivery and performance measurement; from revenue enhancement to supply chain
efficiency; from packaged systems implementation to custom development; and from
organizational change management to technical architecture integration.

Regardless of our global size and presence, Client will not be just another client and
project. Helping you realize the value of your SAP investment over time is paramount to us
Going beyond our specialization in SAP products, Capgemini brings our clients
innovative solutions and delivery models. Our solutions and implementation
methodologies are built on Capgeminis deep industry experience and leading practices,
and our extensive specialization in systems design, deployment and support. Capgemini
has preconfigured industry specific solutions, such as Retail, Consumer Products,
Wholesale Distribution and Energy Services, as well as HCM EDGE, our high quality
proprietary HCM template solution that can be deployed across industries and countries.
Our capabilities around cloud-based solutions, mobility, analytics, and procurement are
unique in the market, as is OnePath, Capgeminis SAP Business Suite as a service.
Our Rightshore capability and Distributed Delivery Framework allow our clients to
leverage SAP practitioners in 22 delivery centers around the world to deliver costeffective solutions.

Centers of Excellence (CoEs)

Capgemini invests in numerous COEs dedicated to both technology capability areas
such as SAP, Oracle, Integration, Testing, and industry and process focused areas such
as Energy, Utilities, Chemicals, Manufacturing and Supply Chain, etc. The COEs act as
knowledge and innovation incubation centers and provide acceleration to the programs.
The COEs are designed to help Client get access to subject matter specialists (SMSs)
and Proofs-of-Concepts for complex areas, and also are designed to support flexible
ramp-ups via their pools of resources.

Global Capabilities and Industrialized Delivery

Capgemini has invested in global centers that address the requirements of Client. Our
Rightshore delivery model that provides the appropriate balance of the preferred talent
from multiple locations, working as one team to help create and deliver the preferable
solution for clients.
Our teams across the globe leverage a homogeneous and continuously improving
delivery capability, based on a number of principles implemented through a dedicated
delivery management organization - DELIVER, the Capgemini Global Methods
Environment. DELIVER supports Capgeminis service offerings by providing frameworks,
methods, techniques and tools for managing and delivering projects and services. Client
can thus benefit from the improved productivity through reuse, simpler and more reliable
solutions, shorter lead times and lower risks.


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Cultural Alignment
A collaborative culture it is part of the Capgemini DNA. The ability of Capgemini to
effectively collaborate with Client and the work in your ecosystem is an important factor.
We understand this -- we appreciate it -- and we support to fostering a spirit of teamwork
that places the needs of Client first and foremost.
Capgemini differentiates itself from its competitors through our strong client base,
geographic spread, expansive service offerings and solutions, and talent of its resources.
We recognize that Client requires a team who can develop and sustain a constructive
and open working relationship throughout the lifecycle of this initiative. We will help work
to building a relationship through our Collaborative Business Experience. Backed by
over three decades of industry and service experience, the Capgemini Collaborative
Business Experience makes companies stronger by combining what they do with what
we do to improve on performance.
From a Global Delivery perspective, the key areas that serve as our primary
differentiators Our People, Relationship and Accountability, Extensive Collaboration,
Integrated Offering, Large/complex projects, Leadership, and Rightshore Delivery
Approach. While each area is equally important, we believe our integrated SAP certified
solution offering of HCM EDGE sets us far apart from our competitors. We recognize that
for the Clients solution we will leverage our templates and resources for this

3 The Capgemini Proposition

SAP Service offerings
Going beyond our experience in SAP products, Capgemini brings our clients innovative
solutions and delivery models. Our solutions and implementation methodologies are built
on Capgeminis deep industry experience and leading practices, and our extensive
capabilities in systems design, deployment and support. Capgemini has preconfigured
industry specific solutions, for industries including Retail, Consumer Products, Wholesale
Distribution and Energy Services, as well as HCM EDGE, our -internationally recognised
proprietary HCM pre-configured solution that can be deployed across industries and
countries, for large and small clients.
Our capabilities around cloud-based solutions, mobility, analytics, and procurement are
unique in the market, as is OnePath, Capgeminis SAP Business Suite as a service.
Our Rightshore capability and Distributed Delivery Framework allow our clients to
leverage SAP practitioners in more than 22 delivery centers around the world to deliver
cost-effective solutions.


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Our strategic partnership with SAP extends beyond an alliance and enables the leading
SAP partners and resources in the world to maintain solutions efficiently and optimally
for our clients.

Project Management
iSAP Method Overview
Capgemini has developed a Technical Implementation approach based on the industry
standard methodology Accelerated SAP called iSAP (Industrialised SAP). iSAP takes
the value that Accelerated SAP offers and adds extensions in a number of key areas.
Key enhancements to ASAP in iSAP:

Recognition that Testing is a distinct project phase (Integration Testing), separate and
apart from Realisation build

Early involvement of the Technical Development team, in terms of definition of

development requirements during Business Blueprint

Solution Manager driven business scenario approach to process documentation

Lifecycle Data Management integrated throughout the project

Project management activities and deliverables in Capgeminis Unified Program

Methodology (UPM) based on both a combined PMBOK and CMMi approach
augmented with LEAN visual management approaches

Template based Business Process Models; and

Additional templates to standardise work

The iSAP method defines various components, phases and work streams covering the
full engagement life cycle and a single work stream encompassing all aspects of
engagement management, as depicted in the image below:


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Figure 2: iSAP Methodology

Each wave follows the following stages:

Project Preparation - This would cover initial planning and preparation for the SAP
implementation project. We would leverage iSAP to create a single and smooth work
plan in collaboration with our clients

Business Blueprint - Create the Business Blueprint, which delivers detailed

documentation of the results gathered during the design workshops. Workshops
would be leveraged for capturing Business Scenario and Detailed Business
Requirements. The project team would seek our clients Finance and other Business
users participation in these workshops. Documenting security requirements and
technical architecture design would be other key activities

Realisation Build and Test - This phase implements the business process
requirements based on the Business Blueprint. It is accomplished with Configuration
and Development activities, utilising SAP leading practices to enable business
processes as they are best accomplished in SAP. After unit testing, there would be
two Integration Test (IT) cycles, followed by User Acceptance Testing. Data migration
mock conversions and load cycles would be performed before each test cycle

Final Preparation and Go Live - Cutover activity would be performed during this
phase. It would enable the required technical Production environment, followed by
Business Cutover activities to bring in required Master and Transactional Data for
Business readiness

Post Go-Live Support - This phase includes 4 weeks of support to end users on
how do I type questions and provides technical break/fix advice after transitioning
to the ongoing AM support team from the point of go-live

Unified Project Management

A well functioning Project Management Organisation (PMO) and governance structure is
critical to the success of complex initiatives and our Unified Project Management (UPM)
method integrates industry standards (including SEIs CMM and PMIs PMBOK) and


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leading practices to provide process guidance in 13 key areas across all phases of the
projects lifecycle.
UPM addresses all aspects of managing large transformation and systems
implementation deployment programmes. These include not only the fundamental
components for project execution, such as issue management and status reporting, but
also components key to project success such as communication, business involvement,
risk management, change control and quality control. Templates and samples help teams
quickly develop related procedures, forms and reports to use on engagements. As a
management method, UPM is used in conjunction with our iSAP implementation method.
The table below outlines the UPM method streams (or process areas) and related
activities and deliverables:

Quality Assurance
As part of the Capgemini Quality Management System (QMS), DELIVER, Capgemini has
put in place processes, polices and artefacts to provide appropriate levels of quality
assurance and compliance monitoring are in place to deliver against these standards.
For example we regularly schedule technical Quality Assurance (PQA) reviews
throughout the lifecycle of a project as part of this PQA an Architectural review is
conducted which confirms that the project is meeting the stated standards and meeting
other Non-functional requirements such as interoperability.
DELIVER is aligned with ISO 9001:2000, supporting all our services with roadmaps,
frameworks, methods, templates and tools for delivering any engagement we undertake.
We have achieved ISO accreditation for provision of consultancy and IT services to the
Public Sector and many areas are also TickIT compliant. Project management in
DELIVER is based on and fully compliant with PRINCE2; Operations Management is
fully aligned to ITIL.

Change Management
Effective change management increases the likelihood that a project will be completed
successfully and that anticipated benefits will be delivered. Capgeminis approach to
change management is supported by our experience of 100s of global implementation
programs. It addresses the political and emotional aspects of change as well as the
rational and so covers all the most likely areas of resistance. Our approach identifies that
the known risks of implementation failure are managed, lessons of success from our past
experience are leveraged and resources and effort can be allocated in the most
appropriate way. This approach to change tackles systematically the specific areas that
typically cause major transformation programs to fail and therefore increases the
likelihood of success for the program.

Our SAP Services

Capgemini offers a comprehensive suite of SAP solutions and services from across the
project lifecycle, which can be purchased either in combination or individually. For more
information on our SAP services, please visit:


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SAP Design
iSAP Design by Exception and Business Process hierarchy
Capgemini has developed an approach which delivers the best from the SAP solution for
local government, focusing on the ERP components which deliver the most benefits in
the shortest timescales.
The starting point for the business process analysis and design is our standard ATLAS
Local Government template solution. Our experience has been crystallised into the
Capgemini Local Government Template, which has been developed using our
experience from recent SAP implementations with Gloucestershire, Surrey, Dorset,
Derbyshire and West Sussex County Councils.
Capgemini has commissioned its own ATLAS project to consolidate and harmonise the
key elements of our local government SAP experience, maintaining a complete set of
business process flow diagrams, processes and procedures for the optimum local
government SAP solution. This solution has also been set up and configured on
Capgeminis own demonstration system, so that it is available to be used as the basis of
any future local authority SAP projects. This provides a well developed set of processes,
roles and workflow framework.
You will have specific requirements at both corporate and individual services levels that
will need to be addressed, and while for some of these will use the standard solution, for
others there will need to be some specific, tailored design. Capgemini therefore proposes
the following approach:

You will establish a design authority which will oversee the design architecture from
the business perspective, manage a governance process to approve all changes and
developments, and work with the Capgemini design team and client design resources
to build the process and workflow requirements

A review of all current processes, systems (manual or otherwise), with the express
aim of understanding what existing processes will be replaced using the new
standard solution and what needs to remain and be interfaced, integrated or
otherwise accommodated to provide an end-to-end solution

Together with your project and services teams we will conduct a series of design
workshops focused on how the implementation of new, standard processes may require
changes to any remaining external processes. Together we will also design the
processes, workflows and configurations that are required, using the standard solution
except where a clear business case can be made to approve a deviation from the
standard solution. This creates the process and workflow blueprint based strongly on the
standard solution and also incorporating in the design those processes that sit outside
the standard solution.
Design by Exception (DbE) is one of the key pillars of iSAP methodology with the
core objective to minimise the redundant efforts in designing the solution. Design by
Exception considers the business exceptions specific to your industry and how to deliver
these with minimum efforts whilst adopting wherever possible the standard functionality
provided by SAP. Each exception needs to be justified with a clear alignment with the
overall business case of the solution.


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Capgemini has successfully adopted DbE as a natural component of iSAP Method. This
focuses on end-end business processes not limiting to the scope of software modules..
Implementing business process models supported by Solution Manager and
standardising functional design documents to reflect the DbE method are an integral part
of the process.

Figure 3: Accelerators to Support Design by Exception

Design by Exception supported by Business Process Hierarchy

The backbone of iSAP Value Stream Management is the iSAP Business Process
Hierarchy; which serves as a canvas for mapping customers Business Processes into
structured, measurable and traceable building blocks. These building blocks help in
managing customers requirements right from Blueprint Workshops through to
Configuration and User Acceptance phases.
iSAP has leveraged SAP Best Practices to extract Level 3 Business Processes and fit
them into the iSAP Business Process Hierarchy. This enables the design phase to start
with the Best Practices as a base and if needed, bridge any gaps through progressive


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With iSAP Value Stream Management, organisations can gain several benefits, since it

A proven methodology that leverages a Design by Exception approach to


Thoroughly documented scenarios that detail both business and technical


Detailed Business Process Hierarchy mapping the SAP solutions

Library of Business Process Flow Diagrams and Business Process Procedures as

effective inputs for workshop discussions

Effective management of requirements through seamless documentation templates

Using iSAP Value Stream Management During Blueprint Phase

End to End Value Stream Workshop: In iSAP Business Process Design-by-Exception
(DbE), the below mentioned sequence of activities are followed:

End to End (E2E) Scenario workshops are conducted to understand the scope of the

Individual processes are identified within the E2E Scenario and listed in a BPML

Process Design workshops are conducted based on DbE approach

Process KPIs and requirements are captured

Process Flow Diagram is picked up from iSAP repository and customised to

reflect the exact business process definition

SAP Best practices are reviewed for adoption

Suggesting SAP Best Practices helps deliver process improvements prior to

technology implementation

Redundancy like Unnecessary steps, Inspections and Decision Loops that

provide no value are targeted and eliminated

Key Decisions are taken for configuration requirements document types,

number ranges, item categories, etc.

Functional Gaps and Gap Mitigations are documented

Workshop facilitator supports for simple mitigations, workarounds or process


Developments are treated as the last option

High level Functional Specifications are documented

User Roles and Authorisations are documented from Process Flow Diagram

Process Workshops

Final sign-off is agreed upon by

This iteration is performed for each process in the E2E scenario. Design documents
for all the processes are uploaded to the Solution Manager


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SAP Development & Implementation

In the context of this project, Capgemini has developed a Technical Implementation
approach based on the industry standard methodology Accelerated SAP called iSAP
(Industrialised SAP). iSAP takes the value that Accelerated SAP offers and adds
extensions in a number of key areas.
Key enhancements to ASAP in iSAP include:

Recognition that Testing is a distinct project phase (Integration Testing), separate and
apart from Realisation build

Early involvement of the Technical Development team, in terms of definition of

development requirements during Business Blueprint

Solution Manager driven business scenario approach to process documentation

Lifecycle Data Management integrated throughout the project

Project management activities and deliverables in Capgeminis Unified Program

Methodology (UPM) based on both a combined PMBOK and CMMi approach
augmented with LEAN visual management approaches

Template based Business Process Models; and

Additional templates to standardise work

The iSAP method defines various components, phases and work streams covering the
full engagement life cycle and a single work stream encompassing all aspects of
engagement management.

SAP Upgrade / Modernisation

Capgemini is a premier global SAP Partner and we have been since 1993. During this
period, we have undertaken many hundreds of SAP upgrades from some of the earliest
versions through to Business Suite 7 where we are one of SAPs Roll-out partners.
Capgemini has helped clients with over 1,000 SAP Upgrade projects. The analysts rank
our ERP practice as being the third largest in the world and the second largest in the UK.
In order to allow our customers to exploit our
knowledge and experience we have developed
an SAP Upgrade approach that we call
The ValueUpgrade approach builds on the SAP ASAP approach for upgrades but
includes specific Capgemini tools and accelerators to improve our ability to deliver SAP
upgrades to a high quality and a lower cost.

A fast, cost-efficient SAP upgrade service tailored to your organizations unique

Changes and continuous improvement hold the key to success in todays competitive
business environment. As a result, system upgrades are now seen as an essential first
step in any IT transformation program, enabling organizations to keep pace with current


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business trends by leveraging the latest functionality. As a global organization with a

wealth of specialist expertise distributed around the world, we are ideally placed to
deliver a rapid, high-quality and trouble-free SAP upgrade that benefit from our superior
economies of scale.

Your priorities, your project

Our unique Rightshore approach to customer projects combines all of the advantages of
local account management and project delivery with the cost efficiency and rapid
scalability of highly skilled, specialist resources based off shore. Our unique SAP Value
Upgrade solution employs these resources strategically, creating a series of substantial
advantages for our clients. Crucially, it is the customer that chooses the optimum
combination of resources to suit their own unique needs. The rest is seamless.

Industrialized SAP Upgrade Factory

Skilled resource availability is an important aspect on all projects. We have an
Industrialized SAP Upgrade factory run from our India centres to address this.
The factory is composed of flexible resource pools who are dedicated to the successful
execution of SAP upgrades. The factory enables an industrialized way of thinking and
working, with several projects ongoing at the same time, using consistent tools,
processes and methods. By using a common team of people it facilitates effective
knowledge transfer and sharing of
information relating to new product
releases or challenges relating to the
execution of upgrades.
The team applies industrialization and
Lean techniques to address that the
upgrade process is repeatable, of a
good quality and cost effective.
Through our vast experience from
projects, we have developed many
ready templates that include checklists,
delivery documents, process templates,
test scripts which helps delivery support
and quick turnaround providing solutions to our clients from offshore centres.

Tools and Accelerators

To assist in the scoping of an upgrade project we have a tool called Capture that can
make a detailed assessment of your existing SAP solution. This will require installation in
your SAP estate as it is based on the SAP ABAP stack. This tool is certified by SAP and
can accelerate the assessment process for Development area to a great extent. It makes
little impact on resources as it runs and leaves no residual impact after it is deleted. It is
such a low risk solution that it has been run on high security systems across the globe.

SAP Support & Maintenance

Capgemini will deliver SAP Application Management Services (AMS), in line with service
levels required, using resources from our SAP competency centre, in alignment with our


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DELIVER framework, which is Capgeminis global methods environment and provides

common processes for Incident, Problem, Change and Service Delivery Management. It
also captures best practices world-wide and is aligned with ITIL v3. DELIVER provides a
framework with common methods, techniques and toolsets to implement any programme
or services.
Our Proposed Delivery Approach will consist of the following elements:

Service Transition

Service Delivery and Management

Service Transition
Capgemini understands the criticality of a seamless transition required and proposes to
use its tried and tested Capgemini DELIVER Transition Methodology to provide an
accelerated transition that balances speed with value, fast and efficient KT, seamless
takeover of AMS services in each stream based on service level requirements with the
objective of minimising risk and ensuring transparency to business at each stage.
Capgemini brings in a set of parameters which will enable the Transition is fully effective
and in line with the customers expectations. Some of these parameters are:

Focused Transition Group who specialise in carrying out the transitions. This team
helps bring relevant experience of carrying out similar transitions across the various
industry domains and verticals

Methods and Tools: Capgemini will use its methods and tools to carry out the
transition activities. This will enable transition activities to be carried out in a formal
and structured manner

Online repository to store information shared by the customer and the documents
prepared by the Knowledge Transfer team will be stored in a secure and central

Service Delivery and Management

Capgemini will oversee on-going service management, maintenance, minor
enhancements and user support from the actual completion date of Transition for the inscope services. The Service Delivery Manager will have primary responsibility for
delivering the service in accordance with agreed-to Service Levels.
At a high level, Capgemini accomplishes this through the following key activities:

Application Maintenance: Conducting corrective maintenance activities required to

make SAP application available at the required level in its released functional form.
Corrective maintenance is the correction of reported faults that impair the availability
or use of applications, according to classifications of criticality: critical, high, minor
and cosmetic

Application Enhancements: Managing the process of planning, designing, coding,

testing and implementing enhancements to adapt to changes in data or processing
requirements, improving the applications performance and cost-effectiveness, and to
add new functionality to the system


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Service Control: Managing the service to achieve contracted service levels, utilising
our leading practices in the areas of Change Management, Configuration
Management, and Release Management by the establishment of Change Control
procedures, Interface Control procedures, Version Control procedures and Release
Control procedures

Service Planning: As part of overall Service Level Management, reviewing

service levels and measurements and adjusting SLOs as necessary to meet
changing requirements. Service levels will be established and adapted as
needed over time to represent the needs of Clients business

Quality Management: Establishing and maintaining a Service Quality Plan (SQP)

according to DELIVER standards, including the quality review procedures. This will
include the quality review of deliverables and services from other external parties as
mutually agreed upon

Service Evolution: Proactively taking Client applications forward to exploit technical

developments and gain business advantage. This unique aspect of Capgeminis
Delivery Phase is designed to provide formal communication processes to allow for
the evolution of processes, service levels, and reporting to meet Client ongoing
business requirements

Capgemini will collaboratively develop a governance model with Client to incorporate and
manage the integrated service delivery organization. Specifically, it would define the
governance organization covering: Roles, responsibilities and objectives, Meeting
timetable and objectives, Contract Change Management, and joint communication

Delivery Processes
To provide customers with the highest quality solutions, Capgemini will employ our
DELIVER methodology, which specifies the roles, responsibilities, processes and
deliverables to manage engagements. DELIVER is CMMi and ITIL-compliant in its
delivery approach for SAP Application Management. It enables Capgemini's Service
Delivery and Project Managers to effectively manage the relationship with Customers so
that the services we provide are aligned with evolving objectives.
While DELIVER provides an overall framework for delivery, its real strength comes from
the modular design which enables plugging in world-class methods that enable us to
tailor Service delivery to meet the specific needs of the Engagement (size, type, region,
Capgeminis Support & Maintenance team will deliver SAP application support in
accordance to well defined Service Delivery Processes of Incident Management,
Problem Management and Change Management, which are described in detail in the
following section.

Incident Management
The objective of Incident Management will be to restore normal service operations in the
quickest possible time with minimal business impact by maintenance of service levels.
The main role of Incident Management is to monitor and manage the progress of


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incidents across the various stakeholders, retaining ownership until a work-around

solution or permanent fix has been found and implemented. Capgeminis process covers
any incident, external or internal, which impacts directly or indirectly the services
provided by Capgemini within the agreed Service Level Agreement.
The key stages of our Incident Management process are:

Incident Identification and Logging

Incident Categorization and Prioritization

Major Incident Management

Initial Diagnosis and Escalation

Resolution and Recovery

Incident Closure

Incident Monitoring

Problem Management
The goal of Capgeminis Problem Management process is to identify and resolve the
underlying root cause of incidents to reduce related incidents across all streams.
The key elements of our Problem Management process are:

Problem Identification and Analysis (including problem logging)

Problem Resolution

Problem Closure and Monitoring (including problem closeout, tracking of unresolved

problems, problem escalation procedures and reporting practices)

Change Management
Capgemini has significant experience managing change for a large number of clients
across many environments and locations worldwide. Underpinning this experience is our
DELIVER methodology that supports industry-standard processes.
The goal of the Change Management process is to see that consistent methods and
procedures are used for efficient and prompt handling of all changes. This will reduce the
number of change related incidents and minimise the impact on service quality, while
consequently improving the day-to-day operations of the organisation.

Continuous Service Improvement Process (CSIP)

Capgemini has a proven track record of providing tangible productivity improvements for
our clients. It is inherent in our service delivery approach, starting with the transition
phase and continuing throughout the life of the partnership. Our Continuous Service
Improvement Process (CSIP) is designed to use our existing resources, dedicated to the
core service, to provide year-on-year improvements. This will be applied on all our
engagements and will enable client to gain the desired productivity improvements, along
with essential cost savings.


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Capgeminis CSIP is based on ITIL best practice framework and we will primarily look at
CSIP for improving Service Level Key Performance Indicators. This program is based on
capturing every issue raised in relation to the service in an issues log file or service
improvement log. At the service review meetings, each issue or improvement item in the
log files will be reviewed and actions agreed.
In the many years that Capgemini has been providing SAP application support services
to our clients, we have gained extensive experience and capabilities in the area of
technology, people, processes and innovation. These learnings have been captured and
formalized in our approaches, and it is our aim to continuously strive to apply this
knowledge in support of our clients.

SAP Management Information & Reporting

The most important step in any approach to SAP BW - BO projects is to find the right
sponsor. Our experts then help you draw up the most appropriate roadmap for your
business intelligence solution.
Capgemini starts the implementation process by rolling the complete solution out in a
select number of departments and using a limited number of KPIs. Once the solution is
functioning effectively, it is quickly extended or rollouts to target all other KPIs in different
department or countries
Capgemini recommends a phased, incremental approach to developing a SAP BW - BO
environment that begins with the development of a baseline design footprint or
blueprint. The SAP BW & BO Blueprint outlines the end-state vision for an enterprise
solution but approaches delivery in an incremental manner. The first phase will focus on
developing the foundation for enterprise architecture and delivering the highest priority
information to the end-user quickly. Each subsequent phase builds upon the functionality
of earlier phases, ensuring continuous delivery of value to the user community.
Once the baseline is identified during blueprint phase, Capgemini uses a standardized
approach for delivering SAP BW-BO scope which includes phases like Project
Preparation, Business blueprint, Realization, Final Preparation & GOLIVE with support.

Different Phase of Implementations with Key Activities & Deliverables

Project Preparation
The purpose of this phase is to provide initial planning and preparation for the GSCs
SAP BI implementation. We will agree upon and communicate the objectives, scope,
business drivers and priorities. This phase establishes the project methodology,
infrastructure, governance, and implementation plan for the SAP BI steam.
Key Activities

Key Deliverables

Initial Project (the BI work steam)

Planning and Scope Validation for Wave 1

Requirements Planning



Definitive Project Schedule and Staffing


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Review and Sign-off

Kickoff Documentation Set

Project Preparation Checklist Review
and Signoff Document

Business Blueprint (Design)

The purpose of this phase is to create the business blueprint, which is a detailed
documentation of the results gathered during requirements workshops. During this phase
one of the more significant tasks is to design to-be architecture and data model to
support the SAP BI data warehouse solution.
Key Activities

Key Deliverables

Requirements Analysis
Establish Development Environment
(if necessary)

Information Delivery Definition

Application and Technical Design

Define Training Approach

Define Testing Approach

Initiate User Roles and Authorization

Finalize Realization Plan

Blueprint Validation

Review and Sign-off

Business Blueprint Document

Gap Document

Development System Setup


Data Conversion / Sourcing

Interface Functional Specification

KPI Functional Specification

Updated Project Plan

Training Plan





Testing (unit, integration, acceptance)


Business Blueprint Checklist Review and

Sign-off Document

Realization (Build & Test)

The purpose of this phase is to activate new content and develop new objects that
support the build of the data warehouse layer of the SAP BI system. The objects that are
created are the objects that were defined as component of the evaluation performed in
blueprint. Performance tuning activities, such as aggregates and indexing are addressed
in this phase.
Key Activities

Key Deliverables

Configuration and Confirmation


Establish Production Environment (if

Environment (if necessary)


Configured Systems
Documentation (Star Schemas, Queries)
Completed Conversion Programs

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Key Activities

Key Deliverables


Final Configuration and Confirmation




Develop Conversion Programs

Develop Application Interfaces

Authorization Concept



Test Processes and Systems

Training Material Development

Quality Management Realization

Review and Sign-off


Technical Test Plan

Unit and Integration Test Results

Quality / Training System Setup

Production System Setup

Updated Project Plan

Roles and Authorization Specifications

Realization Quality Checklist and Signoff Document

Final Preparation
The purpose of this phase is to complete the final preparation (including testing, end-user
training, system management and cutover activities), to finalize GSC readiness to go live
with SAP BI. This phase also serves to resolve all crucial open issues. On successful
completion of this phase, the production environment will be rolled out to users.
Key Activities

Key Deliverables

Site Preparation

Production System

Conduct System Stress Tests

Processes (Batch, Data Load)

Pilot Site Readiness / Sign-off

Trained People

Cut-Over Test Plans and Results

Updated Project Plan

Deliver Power End User Training (BI

Reporting, BI Administrator)

System Management

Detailed Cut-Over project Planning


Update Quality Management

Review and Sign-off

Deployment Quality Checklist and Signoff document

Go / No-go Decision

Go Live and Support

The purpose of this phase is to move from a pre-production environment to live
production operation. GSC must set up a support organization for end users, not just for
the first critical days of production operations, but also to provide long term support.
During this phase, end users usually have many questions. There must be a solid end


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user support organization easily accessible to all end users. This phase is also used to
monitor system data loads and to optimize overall system performance. Finally, the
completed project is closed.
Key Activities

Key Deliverables

Wave 1Go-live

Migrate to Production Support Mode

Review and Sign-off

End User Documentation





Project sign-off Documentation

SAP Integration
Capgemini has extensive experience of integrating many complex interfaces together,
using SAP Process Integration. SAP Process Integration is a proven integration tool,
designed to handle a large amount of data, across a large number of interfaces. It is
used at many large organisations, including many large utility companies and
government departments such as HMRC. For example both the Stamp Duty and RTI
interfaces at HMRC were developed by Capgemini and automatically interface in millions
of pounds of tax every week.
We have a utility model based rate card, where interfaces are defined as simple, medium
or complex, with a corresponding price against each one. See section x for details of this

SAP Mobile
Capgemini is a leading partner with SAP, winning SAPs Pinnacle award for the last two
years for its work with mobile. Capgemini has partnered with SAP and Amazon to offer
SAP Afaria Cloud, a extremely agile self service Mobile Device Management (MDM)
PaaS solution from as little as 1 per device per month, for a SAP Afaria service with
Amazon AWS.
For requirements in a more secure solution than using Amazon AWS, Capgemini has a
wider mobility managed service offering called Managed Mobility, offering wider
functionality than the SAP Afaria Cloud, on systems utilising our own UK IaaS, based in
the UK. We can offer both Afaria for MDM and SUP for MEAP (Mobile Enterprise
Application Platform) on a true utility basis, from as little as 2 per device per month for
Afaria, and 8 per device per month for SUP. Full details of this utility model shown in
section x.
We have experience of SAPs Fiori HTML5 UI, and can help implement Fiori rapidly to
give SAP users a quick and familiar UI to access SAP data across different platforms
from smart phones, tablets or laptops, whether the operating systems is windows, iOS,
or Android.
We also have a Rightshore (offshore) UI factory where we are able to offer the
development of bespoke user interfaces against our rate card, or even a utility model


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based on simple, to complex user interfaces, see section x for details on this utility

SAP Roadmap and Enhancement

Given Capgeminis extensive UK SAP Practice with over 320 experienced SAP
consultants, many with Security clearance, coupled with a excellent relationship with
SAP, we are ideally positioned to provide senior SAP Programme managers, and
Solution Architecture consultancy services to design your SAP Roadmap that meets SAP
ever evolving portfolio of products.
Also SAP Senior subject Matter (SMEs) can be provided to deliver consultancy on
enhancements to existing of new functionality inherent in a functionally very rich ERP
solution such as SAP.
We are also able to leverage senior SAP Programme Managers, and SAP SMEs from
our global SAP competencies, allow us to call upon up to 4,400 skilled SAP resources
across EMEA, or 13,500 globally.

SAP Training & Enablement

Capgemini has a dedicated team of SAP Trainers, able to provide Train the trainer
consultancy services, as well as delivery of SAP training, whether in a class room lead
environment, remotely, or CBT. We are able to leverage SAP training resources from the
UK, as well as EMEA, and our Rightshore delivery centres, with these resource able to
provide the training material development or training itself remotely or on site.
SAP Enablement is a key aspect to the adoption of any new SAP functionality, upgrades
etc. We have many years of experience if providing consultancy lead SAP Enablement
services, from our UK based experienced SAP Change management team.

SAP Centres of Excellence

Capgemini has an extensive and growing network of Global Centres of Excellence (CoE)
covering a wide range of technologies, industries and skills. With respect to the SAP
solutions our key CoE is our general SAP CoE with some 13,500 plus SAP staff covering
a wide range of skills, competences, specialisations and experience.
In addition we have CoEs for the following which encompass SAP skills:
CHROME CHROME is Capgeminis Centre for Manufacturing Excellence, with a
dedicated solution lab located in Mumbai India. The CHROME CoE develops industry
specific leading practice solutions and enablers that can accelerate project execution for
our customers. CHROME benchmarks and industrialises leading practices that cultivate
deep domain experience within our 16,000 practitioners servicing manufacturing clients
CHROME for SAP solution from Capgemini offers a pre-configured hosted instance.
Based on our experience this can help the client to reduce the project timeline up to


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20%. We will have a pre-configured instance based on leading practices at the beginning
of the design phase.
CRESCENT provides CP&R-related support across various streams of activity:
As part of Delivery Support, CRESCENT enables delivery teams with industry best
practices, template solutions and delivery accelerators. It also participates in business
analysis, fit-gap studies and business process mapping, the COE can execute a
complete cycle for a proof of concept.
Capability Development, CRESCENT constantly enriches its offerings with domain- and
industry-specific solutions and imparts training on them. Across all these streams,
CRESCENT helps to maximise results from effort and to minimise risk for all our CP&R

SAP Consultancy
Capgemini is able to provide SAP Consultancy lead services, across almost all SAP
modules and functionality, not only the traditional ERP modules, but the new cloud based
solutions such Success Factors and Ariba, HANA in memory solutions, as well as SAP UI
design and implementation.
With over 13,500 SAP Consultants Globally, 4,400 in EMEA, and 320 in the UK alone,
across a wide range of seniority and experienced levels we are able to provide an
extremely comprehensive SAP consultancy rate card.

4 Benefits
Capgemini understands the opportunities and challenges of SAP solutions, our extensive
experience across many industries, solutions and elements of the SAP stack have given
us a unique insight into those areas which help to deliver real and tangible benefits to our
Our SAP solutions can help deliver:

Reduction of business costs and improvements in efficiency through standard,

best practice processes and templates such as iSAP and ATLAS


Replace, improve and extend current functionality using industry best practices,
delivering value to the business and maximising value for money


Improve management information reporting to drive group wide savings and

spend analysis


Reduced TCO: By using Capgeminis Application Management Service

Centres (AMSCs) and Infrastructure Management Service Centres (IMSCs)
processes, best practices including Rightshoring, tools, shared resources and
scalable infrastructure


Direct Access to SAP Competence: Experienced and competent SAP support



Clear and measurable results: Through structured standard approach and

contracts (SLA, etc.) and high level of commitment to the customer by Capgemini


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Strong Alliances: Enabling technology innovations through Capgeminis eco

system and the existing numerous SAP partnerships in place

Summary of Proposition
Capgemini can provide individual services within each phase to support the client
through the initial assessment, design, development, implementation, integration and
training, or can provide a comprehensive service covering an entire SAP implementation.
The scope of the individual services to be provided will be determined after an initial

5 Pricing
Please refer to individual SFIA Rate Cards for pricing information. Capgemini would also
be pleased to discuss any requirements for fixed price proposals based on an agreed
scope of work.

6 Rightshore
Capgemini has an extensive Rightshore SAP capability that has a proven track record in
the provision of delivery excellence. Our SAP Centre of Excellence (CoE) in India is
made up of over 4900 SAP experts. The offering is characterised by the following

Mature delivery processes using the Global DELIVER method along with the
Distributed Delivery Framework (DDF) and CMMi quality framework

Experienced and certified project managers SAP project managers are either
Capgemini EM certified or PMI certified

Deep service offerings covering new development as well as upgrades covering the
entire life cycle of project we have expertise from development to maintenance

Significant knowledge base of templates, design and development objects, test

scripts, Run-books to reduce time to delivery

Significant implementation experience all leads have more than 8 years of relevant
SAP product experience

Continuous skills and capability enhancement process leading to highly talented pool
of consultants

Focus on innovation team has developed several innovations around various

aspects of SAP application implementations

Capgemini can bring this extensive Rightshore presence to bear on projects to enhance
the in country skills, help to reduce costs and speed up the moibilisation of projects.

7 Ordering & Invoicing Process


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8 Termination Terms

9 References

10 Trial Service
There is no free trial service available for this offer.

11 Further Information




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