SAP support at Banedanmark
An agreement between Banedanmark and Innologic in relation to SAP BI support ensures that Banedanmark get easy and quick access to a broad panel of 25 experts with different skills.
Jesper Gerner, SAP BI Lead at Banedanmark, is now able to supplement the internal BI ressources with external SAP BI experts due to the support agreement with Innologic and this way solve assignments in an easy and flexible way.
We are very pleased with our support agreement with Innologic, it means that we can quickly handle complicated support issues within Business Intelligence, he says.
High level of self-service
Analysis users and super-users in SAP handle most of the issues themselves and the super-users can create and upload budgets and change versions in relation to month change on their own. The users employ BI load Monitor, where they can subscribe for information about load status on their reports. The result is that they always know the load status on the reports they use and that information about load status is targeted according to demand without involving the IT department.
The entire support process related to SAP BI is logical and effective; the need for support is registered in Solution Manager, and a budget is allocated for correction so any errors can be eliminated quickly. Changes that are not “errors”, are estimated, whereupon the report owner must accept the estimate before the change is implemented.
The SAP BI super-users are 1. level of support, and they create ”supportlogs” in Solution Manager. When a log is changed, an e-mail will be send to the “creater” and “responsible”, which makes it possible for the super-users to follow status on their support requests. Innologic can handle minor support issues without having consultants on-site, and this means that the users at Banedanmark quickly get a solution of the problems they have.
Open and equal cooperation
The agreement with Innologic contains both support, training and documentation, which means the the BI-department always is in control of the entire process from beginning to end. The demand for support is registered in Solution Manager, which is used for managing all assignments. The super-user prioritize every log, and SAP BI lead is coordinating the completion of the registered logs, says Jesper Gerner.
It is an intelligent and flexible agreement, that gives Banedanmark rapid reaction, when challenges occur – and without the requirement of having an army of consultants on-site on a daily basis. All-in-all it is very good economy for Banedanmark, because now we only use external IT consultants when needed. The competencies in Innologic ensures easy access to strategic sparring, and from the beginning we have experienced that our issues have been handled by consultants with many years of experience and expertise, he says.
Banedanmark has come a long way with Business Intelligence, but there are still areas where we want to improve and continuously create enhancements. The Support Agreement supports this development, and is a priority for Innologic.
Internally we have made a strategic decision to exclusively allocate senior consultants to the support agreement at Banedanmark, and this means that our consultants can both support the daily operation and the need for strategic sparring, says Lars Millgaard, Innologic.
The strategic sparring covers i.a. SAP BI strategy and evaluation of product/versions, which is continuously improved in relation to quality and time.
We are especially looking at areas, where the analysis shows a possibility for improvement and streamlining. We are on the right track – our Business Intelligence solutions are much better today, in general more user-friendly and the user interface is also well on its way to become an everyday tool for many of the colleagues in Banedanmark, Jesper Gerner finishes.