What is the cost of customisation in SAP and does the price end up completely different from what the service provider has promised?
This is the question Banedanmark has set out to find an answer to, so Innologic has developed a reporting solution for Banedanmark that can provide it.
New ITSM system in the cloud
Banedanmark implemented a new ITSM system (ServiceNow) in 2016 and went live with SAP application support on 1 January 2017. The aim is to support new business processes in relation to, among other things, SAP application support. SAP service providers assess tasks in ServiceNow and also use it for case management, transport handling, communication with users etc.
Measurement of SAP service providers
SAP service providers continuously estimate the changes to the SAP system in ServiceNow and Banedanmark uses the result as basis when determining whether to commission the development in question.
The number of change requests in Banedanmark is great and it is therefore of decisive importance to ensure that the estimates of the expected time consumption are reliable. They provide Banedanmark with the necessary financial overview and with an opportunity to prioritise change requests so that the benefits measure up to the costs.
The following key figures are the starting point of the solution:
- Follow-up on consultant estimates
- Follow-up on hourly rates for consultants
- Follow-up on spent hours
- Control of the time registration process
This is achieved by linking the following sources:
- Registered hours from SAP CATS
- Consultant hourly rates and self-billing from SAP MM
- Estimates from ServiceNow
The solution is developed in SAP BW, where the three sources are interconnected and key figures are calculated. Reporting takes place in SAP Analysis for Office and SAP Design Studio Analysis template.
The cloud – is it far up?
Banedanmark has chosen ServiceNow, which is a cloud-based ITSM tool.
Traditionally, the SAP BW system usually extracts data from SAP systems (SAP HR, SAP SRM, PM, MM, etc.) and non-SAP data sources such as CRM systems, flat files, databases etc.
Since Banedanmark wants to connect SAP BW to the cloud-based solution ServiceNow, this is not “business as usual”. The connection between SAP BWs is set up via SOAP (Protocol for exchanging XML-based messages) and works perfectly with an option for delta-load (changes since last load).
The ServiceNow and SAP BW combination makes very good sense!
The next step
“We want to expand the solution to follow-up on our development activities with follow-up on the agreed delivery date,” says SAP BI Lead, Banedanmark, and continues: “With the established solution, we already have the foundation for this functionality in place, and the next step is to get the agreed and the actual date of delivery in BW, so we can link the two dates in our reporting. This way, we will also be able to follow up on individual cases, as well as create a trend overview in order to be able to keep up if we improve our compliance with contracted delivery dates overtime,” says SAP BI Lead.
If you would like further information about the solution, you are very welcome to contact Banedanmark or Innologic.
- Phone: +45 31 63 41 00
- Mail: Contact@innologic.dk