Germany - IT Services: Consulting, Software Development, Internet and Assistance

Description

Service provision according to ITIL for the SAP CRM and SMS Hub systems.
SWM's IT supports SWM customer management by providing professional and technical advice and IT-technical implementations. The essential factor here is that the know-how about the systems and the changes in the systems is carried by the internal employees. Development work is carried out within the framework of operations (ICT requirements, faults) and projects.SAP CRM is used in a variety of ways. Currently it is used in the energy sector in SWM as a front end for the customer center, for the management of business customers in the presales area as well as the campaign management for private customers. Each EVU has implemented special features in the processes and systems with regard to CRM. The technological basis for this is SAP CRM 7.0 with a bidirectional middleware coupling to the SAP IS-U system of the market role supplier.In the area of public transport, a customer management system is used for the customer center for local public transport. Various processes in the area of complaint management and offence tracking are implemented here. Further modules such as subscription and free sales as well as mobile phone parking and mobile phone ticketing will follow. The technical basis is a SAP BRIM system based on S4Hana.Ticket processing and the implementation of changes are tendered for the SAP CRM and BRIM systems.The contractor must provide a number of services for the services. For better understanding these are grouped. For purchased software, only the service group "Service Management" is to be delivered, for (partial) individual software, the service group "Development" is also to be delivered.Service ManagementCentral, controlling responsibility for the service definition- the ongoing "Capacity Management" (proactive examination of the impact of changes on existing capacities),- the ongoing "Availability and Continuity Management" (in terms of system availability of the technical services/IT systems),- the ongoing IT Security Management (coordination with the FKDSIS [Fackkräfte für Daten-Schutz und Informationssicherheit] and information security officers),- the effective, always up-to-date service definition in the service management tool (Omnitracker), in particular checklists, etc.,Holistic responsibility for efficient and effective Service Management (Incident/Problem/Change/Service Request, according to ITIL),- Orchestration of the (further) development of the Service in close cooperation with the supporting Technical Services,- Release Management, careful coordination with the Technical Services, especially for Release Version Upgrades, Migrations, etc., - Service Management in close cooperation with the Technical Services. Release management, careful coordination with the technical services, especially for release version upgrades, migrations, etc.,- Tracking and constant support of the efficiency and effectiveness of the operational incident and change processesDevelopment service- Technologies: for ERP system: ABAP, ABAP OO, BOL, GENIL, BSP as well as S4 Hana and based on it technologies used by SAP such as CDS, Fiori etc,- Resolving incidents and problems as third level support,- Code changes are performed according to the client's specifications and the process defined by the client (see [EntwRichtSAP]),- Implementation (programming) of the designed solution incl. Continuation of the planning of the product tests if the test cases and expected results were not fully developed in the analysis phase,- Refinement of the customization and/or integration designs until they are concrete and detailed enough for their implementation,- Planning of the testing of the components,- Test setup and execution of the developer test of the code change,- Notification of the client's specialist test department via the ticket system in case of possible side effects.

Opportunity closing date

25 March 2021

Value of contract

to be confirmed