Protiviti LTd

SAP Application Managed Services (AMS)

Protiviti has been providing support services to our SAP Clients utilising subject matter experts. Our focus includes support for S/4 HANA private and public cloud, SAC, GRC/Security, Ariba, Successfactors, BTP, Fiori, IBP.

Features

• Ticket Resolution management, event monitoring, notification and remediation
• Structured onboarding and Transition
• Support SLAs for entered tickets deploying modern ticketing systems
• Involvement of Senior SAP Consultants for support
• Support resource continuity
• Global support model - Onshore, near shore and offshore skills
• Tailored support options with focus on value for money.
• Flexibility to scale up or scale down
• Change Management support and execution
• Ongoing engagement and advice

Benefits

• Higher Business Efficiency
• Predictable Cost with flexibility to flex up during peak times
• Accessibility to SAP thought leaders to streamline processes
• Efficient issue handling based on SLA with continuous optimisation
• single view and management of applications and infrastructures
• Ability to drive integrated quality management and continuous process improvement
• Flexible Delivery model (Onshore, Nearshore, offshore, Partnering with Robert Half)
• Innovative commercial offerings blending costs vs business risks
• Improve control and management of end user requests
• Efficient handling of Change Management

£400 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at michelle.moody@protiviti.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

469787407704217

Contact

Michelle Moody
+447803902108
michelle.moody@protiviti.co.uk

Planning

• Planning service: Yes
• How the planning service works: Protiviti’s AMS is a fully managed support solution that leverages our global team and is backed by Protiviti subject matter experts and Robert Half’s staffing and support teams. Our Transition approach involves multiple phases. It commences with Planning out transition from existing partner with detailed activities, timelines, responsibility matrix defined. Post planning, Protiviti shall play a shadow role for few weeks and then takeover as primary support transitioning into Steady state. ; ; Our experts have experience with multiple cloud solutions which are supported through our trusted partnerships with market leaders. Understanding the intricacies surrounding applications are key to choosing the right cloud solutions for your specific business needs and to ensure you can face the future with confidence.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Protiviti creates bespoke training depending on clients needs. Our accredited Consultants understand the need for business specialists to be proficient in solutions provided. Training provided can range from self-service FAQs, personalised computer-based training courses, technical training workshops and Design Thinking workshops, as specified in the proposal.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We can help clients with performance testing via our SAP Testing practice (Offshore/Near-Shore). We can provide advice on test strategy (including performance testing) for SAP products or execute performance testing tasks as part of our Implementation Services. We can provide advice on various performance testing tools that validates software performance, simulates workloads and benchmarks production system performance.; ; Quality Assurance Services are covered as part of our Service offerings

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CREST
  • Other
• Other security testing certifications:
  • OSCP
  • OSCE
  • SAP Role Design and Authorization Services Managed Support

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: NA

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Protiviti offers varying levels of support options depending on the services procured, as specified in the proposal.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: IT Support levels provided by Protiviti align with the following best-practice structure:; Tier 0 – Self-help and user-retrieved information - Users retrieve support information from web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions.; Tier 1 – Basic help desk resolution and service desk delivery - Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.; Tier 2 – In-depth technical support - Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.; Tier 3 – Expert product and service support - Access to the highest technical resources available for problem resolution or new feature creation.; Tier 4 – Outside support for problems not supported by the organisation - Contracted support for items provided by but not directly serviced by the organisation, including printer support, vendor software support, machine maintenance, depot support, and other outsourced services.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 03/04/2020
• What the ISO/IEC 27001 doesn’t cover: N/A - covers the full range of consulting services delivered by Protiviti Ltd.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC2

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Protiviti is committed to addressing our environmental impact and operating in an environmentally sustainable way. Our commitment to the health of our planet and its people means we seek to do our part to address our environmental impact across all areas of our organization. Our Board-approved Global Environmental Policy sets the stage for how we operate across real estate and facilities, business processes and reporting and partnerships. We are continually strengthening our efforts to quantify, disclose and reduce our environmental footprint as we work toward setting carbon reduction goals aligned with science and increasing the amount of renewable energy we purchase. We disclose the company’s energy use and emissions, inclusive of all Robert Half and Protiviti operations, in our ESG reports and to CDP Climate Change annually. Robert Half has made progress in increasing our renewable energy purchasing. In addition to a green tariff at our sites in France that began in November 2020, we started powering our offices in Belgium, Germany and the United Kingdom with renewable electricity via green tariffs in 2021. In early 2022, we switched to a 100% green tariff for our California data centre electricity use. We will continue to make progress on carbon reduction efforts by expanding our renewable electricity purchasing, exploring electrification in buildings, and finding ways to work with our supply chain to increase adoption of carbon reduction goals.

  Covid-19 recovery

  At Protiviti, employees' health and safety are the firm's highest priority. Protiviti offers many resources to help care for its employees and their families. These include: - Paid -Time Off: If an employee or a family member of theirs are not feeling well, employees are given advantage of paid time-off as needed. - Flexible Work and Teaming Tools: Protiviti supports and promote a flexible work environment. Employees are provided with the right to exercise their judgement in choosing to work in an area that provides them with the greatest safety, productivity and comfort given their personal situation and circumstances. - Our technology and tools empower us to work virtually and take advantage of video- conferencing and other team collaboration tools. - Regular “all hands” calls to bring people together and tom communicate key messages; Initiatives to bring our people together to chat on an informal basis – virtual “water cooler moments” Throughout the pandemic, we have focussed on bringing our people, clients, friends, partners and communities together to learn from each other and to give each other confidence in how to address the challenges of the pandemic. One such initiative was our weekly collaboration forum, which we ran for 2 years and which was open to everyone – see as an example Protiviti Collaboration Forum Series 3. https://www.protiviti.com/UK-en/collaboration-forum-series-3 While remote work can be effective and efficient, it also provides a unique set of challenges. Many of our professionals are seasoned remote workers, while others of us are new to this experience. By having a plan, using provided technology, and communicating often, we can continue to successfully add value to our clients and our teams.

  Tackling economic inequality

  We know that our ability to make a difference in the world goes beyond the office. As an organisation, we are dedicated to supporting community service projects both at the global and local level. Our i on Hunger program unites our global community under a single purpose: to provide meals to those in need. Our efforts span across all 80 of our offices operating in 30 countries. We also empower our local offices to select causes within their own communities. The UK office’s Corporate Social Responsibility (“CSR”) team is run by London office staff. A mentoring programme is available for employees to help support students at a local school in Bermondsey through their school studies and eventually into working life. Protiviti UK is a long-standing support partner of Guy’s & St Thomas’ hospital and trust, neighbouring our office, allowing employees to come together and support the hospital’s growth and research through fundraising and volunteering initiatives. https://www.protiviti.com/UK-en/make-impact “Many areas of our business have experienced increased demand during the pandemic. During this time, we have taken the opportunity to engage more directly with job seekers pursuing changes to their careers. We have done this primarily through AWS re/Start and Capslock.” Protiviti is also one of the founding members of TC4RE. Launched in 2021, TC4RE stands for the Technology Community for Racial Equality. TC4RE supports all businesses in the technology sector, regardless of their current Diversity and Inclusion roadmap. The objective is to drive equality and self-transformation within ourselves and our organisations. TC4RE is structured through Learn, Engage, Transform in order to take individuals and organisations on a journey to build a more diverse and inclusive technology industry. Creating training and employment opportunities across the tech industry to support the employment and advancement of black and minority ethnic individuals. https://tc4re.org/

  Equal opportunity

  Our diversity, equity and inclusion strategy is three-fold – to strengthen our diversity (workforce), to nurture a culture of inclusion (workplace) and expand our impact (marketplace). It is manifested through our leadership teams as an executive team member leads our diversity efforts and it is woven in our company values of leading oneself with integrity, leading other with inclusion, and leading our business through innovation. Our communities of connection also help us to drive our efforts. Every Protiviti office has an inclusion champion and we have employee network groups which comprise of multi-cultural groups, women and women in IT, military veterans, the LGBTQ+ community, parents, experienced hires and mental wellness. Additionally our diversity, equity and inclusion is aligned with our Learning & Development, Talent Acquisition, Performance Management, Comp & Benefits and Resource Management teams.

  Wellbeing

  Employee Network Groups are local, grass roots groups that organise both in-person and online to promote wellbeing and diversity initiatives at Protiviti. While the activities in these groups are driven by employees, they are supported by leadership and provide our employees an “Opportunity to Have an Impact” as promised in our People Promises. iGROWW – The Initiative for Growth and Retention of Women at Work is a network of women and men to promote awareness of women’s issues, develop meaningful and mentoring relationships and share information to support the success of women at Protiviti. We strive to provide opportunities for women to connect with and support each other. We deliver programs that contribute to their personal and professional development, and act as enablers to support them to fulfil their needs at the right time in the right way. proPride UK – Protiviti UK’s LGBTQ+ and ally network which seeks to improve our business, people and communities by promoting diversity and inclusion in all our activities and dealings with colleagues, clients and others. ProCulture UK - ProCulture is committed to driving change through creating a workplace that reflect the communities we serve and where everyone feels empowered to bring their full, authentic selves to work and employees of all cultures, races, nationalities, and ethnicities feel accepted and valued. We are passionate about diversity and equality for all and celebrating the cultures of our diverse workforce. iMatter UK - iMatter is committed to creating a culture of openness with regards to mental well-being, we ultimately aim to increase the confidence of all Protiviti employees in managing their own mental health; enabling them to cope with the normal stresses of life, work productively and fruitfully, and feel able to make a contribution to their community.

Pricing

• Price: £400 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at michelle.moody@protiviti.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.