EdenRun Adaptive Managed Services

EdenRun Adaptive Managed Services The chameleon is a very unique lizard; it can change colour, it can look in two directions at once, it blends in, yet it’s distinctive

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EdenRun Adaptive Managed Services

Responsive · Flexible · Adaptive

EdenRun Adaptive Managed Services

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We’re Supportive

Executive Summary There are Managed Service Providers who look after SAP Technical Platforms and SAP Managed Service Providers who look after SAP applications, but never the twain shall meet, until now. Edenrun, Edenhouse’s SAP Adaptive Managed Service, runs your SAP Platform and Applications for an agreed monthly subscription, enabling you to concentrate on your innovation roadmap.

For those who have gone through a transformation project and embedded SAP within your business, you’ll know that’s when continuous transformation ‘should’ start and your operational innovation roadmap begin. However, it’s often the case that future improvements are based on current limitations and business challenges, which stifles your ability to evolve and leave your competitors behind.

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EdenRun Adaptive Managed Services

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Edenhouse know SAP like the back of their hand, leaving you to concentrate on your business.

Edenhouse, an SAP Platinum Partner, recognise these challenges, and as a result offer EdenRun as the service that effectively and consistently manages SAP for you.

The adaptive nature of EdenRun means our customers consume as much, or as little, as required. Services are driven by desired business outcomes such as controlled and predictable spending. EdenRun facilitates this by offering unlimited Service Desk incident and change requests, rather than the traditional buying ‘hours’ model.

Another example of this is rightsizing platform resource consumption, therefore only paying for what you need.

At its core EdenRun runs your business against an agreed Service Level Agreement, supported by account and service delivery management. This ensures your people stay focussed on delivering continued benefit to the business. Furthermore, businesses can operate on a level playing field as Edenhouse’s 300+ consultants become valued resources too, meaning your organisation continues to match the expectations of your innovation roadmap.

Our ethos of supporting established SAP customers is to deliver a service that can’t be matched by anyone else and we believe our EdenRun Service offers exactly that.

In fact, our clients tell us it offers them the right amount of flexibility, reliability and pro-activity they are looking for at an affordable cost.

Don’t let current limitations define your innovation roadmap. Use EdenRun as the enabler that lets you take your investment in SAP to a new level, staying ahead of your competitors.

EdenRun Adaptive Managed Services

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EdenRun – Adaptive Managed Services

EDENRUN SERVICES

BASIS MANAGEMENT

APPLICATION MANAGEMENT

SECURITY

GOVERNANCE

RESOURCES

EDENRUN APPLICATIONS

BUSINESS CORE

PEOPLE

INSIGHT

COMMERCE

INTELLIGENCE

EDENRUN PLATFORM

MULTI CLOUD

INFRASTRUCTURE MANAGEMENT

PLATFORM MANAGEMENT

DISASTER RECOVERY

NETWORK MANAGEMENT

EdenRun Service Our exclusive EdenRun service has been designed for clients who run SAP and are looking for an Adaptive Managed Service that offers reliability, accountability and flexibility and which complements their own internal SAP set up, where the needs of your business are at the heart of the structure.

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EdenRun Adaptive Managed Services

EdenRun is a simple subscription model, with predictable monthly costs. EdenRun provides an ‘adaptive’ approach, which means you can subscribe for as many or as few options as necessary. EdenRun offers services that can run your Platform, advise on and implement SAP Applications and provides a mix of services to support your business needs where the focus is very much on continuous improvement.

Platform

PLATFORM MANAGED SERVICES SECURITY SERVICES

PLATFORM MANAGEMENT

MULTI-CLOUD

Threat Intelligence Feeds

Integrated SIEM

Behavioral Analysis

24x7 Cyber Security

Server Hardening

Intrusion Detection/Prevention

IT Governance & Strategy

Data Backup & Protection

On Demand Services and Solutions

24x7 Incident Resolution

Customer Portal and Reports

Database Services

ITIL Process Management

Capacity Management

Cost Containment

Comprehensive Monitoring

Server & Storage Management

Architecture and Innovation

OS Patching & Management

DC Core Network Management

Provisioning Automation

PRIVATE CLOUD

MULTI-CLOUD

INFRASTRUCTURE INFRASTRUCTURE & NETWORKING

HYBRID NETWORK MANAGEMENT

Storage

Disaster Recovery

Optical

Voice

Linux or Windows VMs

High Availability

Ethernet

IP Access

At its core, EdenRun offers a full cloud platform, or alternatively can support your present setup.

This includes all Operational and Basis Management that ensures your applications are always available and operating optimally.

EdenRun provisions workloads on the optimal platform for the application in question using Microsoft Azure, which delivers the underlying business requirement for our customers and includes the following elements as part of the core service.

System Health responsibilities include:

Service Management

• • • • •

• Escalation Handling • Service Reviews • Continual Service Improvement

Monitoring and Alert Management Remediation of platform-related events Patch Management Anti-virus Backup and Recovery (infrastructure layer)

Process functions • • • •

Core Security • SIEM & SOC integration services included as standard

Incident Management Major Incident Management Request Management Change and Release Management

EdenRun Adaptive Managed Services

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Applications The growth of Edenhouse is fundamentally down to being and remaining one of the leading providers of SAP services in the UK. This can only be achieved by continuous improvements in everything we do. Our investment in new areas – whether this is technology, process or people – never ends, ensuring we are always one step ahead of the competition and driving our clients forward.

APPLICATION PROVISION INTELLIGENCE

COMMERCE PEOPLE & INSIGHT BUSINESS CORE

IOT

ARTIFICIAL INTELLIGENCE

MACHINE LEARNING

ROBOTIC PROCESS AUTOMATION

C/4HANA

C4C SALES, SERVICE & MARKETING

SAP SRM

ARIBA

SuccessFactors

Business Objects

Data Warehouse (BW & BW/4HANA)

SAP Analytics Cloud

Business Planning & Consolidation

Concur

SAP S/4HANA

These investments include the implementation of SAP, regular ISO quality reviews of our processes, growth in consulting and administrative teams, and the certification and accreditation in new SAP products, which in the UK is fairly unique and ultimately means that as one of the leading UK Value-Added Resellers we have very strong relationships throughout SAP and can provision, service and support the growing SAP applications listed in the chart above.

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EdenRun Adaptive Managed Services

SAP S/4HANA CLOUD

SAP ECC

Our experienced consultants have delivered solutions to clients from all sectors and this combined expertise always seeks to provide demonstrable cost-effective solutions for our clients. Although there are plenty of products from SAP for different business purposes, we always seek to work with our clients to maximise the investment they have already made. Just speak to any of them to find out. We do, however, always recommend using standard SAP, as the long-term costs of creating bespoke solutions can often outweigh the potential short-term gain.

Services At Edenhouse we continually strive to enhance and innovate our services to provide a ‘complete’ support model, ensuring your business requirements are met now, and in the future. We can also adapt our service to ensure your precise requirements are met.

MANAGED SUPPORT SERVICES RESOURCES

GOVERNANCE SECURITY SERVICES

Advisory

Skills

Business Process Services

Ready

Flex

AccelerateS/4

ENTERPRISE SUPPORT

LICENSE COMPLIANCE

ASSET MANAGEMENT

ACCOUNT MANAGEMENT

Threat Intelligence Feeds

Integrated SIEM

Behavioral Analysis

24x7 Cyber Security

Server Hardening

Intrusion Detection/Prevention

UNLIMITED INCIDENT SUPPORT APPLICATION MANAGEMENT

BASIS MANAGEMENT

ECC6

BW & BW/4HANA

C4C Sales, Service & Marketing

S/4HANA

SAP HCM

Supply Chain Management

Business Objects

SuccessFactors

Hybris Commerce

SAP Analytics Cloud

CRM

Concur

Basis Service Checks

Basis Systems Monitoring

Basis 8 x 5

Basis System Checks

Solution Manager

Basis 24 x 7

EdenRun is a full service offering which includes all the components our clients are looking for from a Value-Added SAP Partner. By selecting Edenhouse, you will see a vastly improved service and work with Account Directors, Service Delivery Managers and Consultants who have a deep understanding of SAP. Our service is geared around providing a safe pair of hands for delivery of our services, supported by a suite of ITIL-compliant business processes (our 3rd line average incident fix time across all of our clients is approximately 2.5 hours per call).

EdenRun Services comprises the following: • Fixed monthly cost for supporting your ‘run’ state, including unlimited break fix support and resolution • Account Management via an Account Director or Service Delivery Manager • Access to our Service Desk and measurement against a strict Service Level Agreement (SLA) • EdenReady, designed to identify the ‘Move to S/4HANA’ business case

• Free of charge Change Estimates • SAP Licensing & Enterprise Payment Benefits • Monthly Reporting and Service Reviews • Variable options that allow you to call off time when your business requires to flex. Additionally, you can select from our growing list of Packaged Managed Services, which can release your own assets, e.g. IT resources to work on business innovation projects.

EdenRun Adaptive Managed Services

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Account Management As part of the service, Edenhouse provide our clients with a named Account Director or Service Delivery Manager as an authorised single point of contact to act as a trusted advisor. They will: • • • • • •

Manage the transition or knowledge transfer process Ensure client satisfaction for all aspects of the agreed service Provide regular feedback via reporting and other communications Explore ways of maximising benefit to our clients through new developments in SAP Act as a point of escalation, should the need arise Provide all aspects of service delivery to you

Additional responsibilities are as summarised below ACCOUNT MANAGEMENT AND ENGAGEMENT

DAY-TO-DAY TASKS

• Actively build relationships with our clients’ staff

• Be a day-to-day point of contact for you

• Actively manage our clients’ satisfaction, any concerns and customer support

• Help manage your incident SLA compliance and change prioritisation

• Maintain and develop a strong knowledge of all aspects of IT and specifically SAP

• Progress change estimate requests and review them prior to submission

• Roadmap strategic planning and help you achieve the best value out of your investment in SAP

• Help organise demos or workshops resulting from your roadmap planning

• Become a trusted advisor for all aspects of service provision and SAP

• Manage change requests to agreed delivery dates

• Arrange onsite meetings for regular service review reporting • Organise senior management business reviews

To highlight our drive to high levels of customer satisfaction and to show the importance of working with our customers, the appointed Account Directors or Service Delivery Managers: • Have substantial SAP experience • Are committed to making our partnership work, so you will see them regularly • Are fully accessible, i.e. someone who can be onsite quickly should you have any urgent requests

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EdenRun Adaptive Managed Services

• Produce and distribute monthly reporting information • Conduct service review meetings and action any feedback

SAP Licensing & Enterprise Support When an organisation runs SAP as an integrated business tool, any SAP issue could have an immediate effect on productivity and performance. These problems can be caused by user error, master data problems, bespoke developments or, more rarely, a problem with the source code or database within SAP. SAP Enterprise Support provides proactive tools to prevent issues arriving and speed of reaction if problems arise.

The main differences from a reactive point of view are the speed of response, the scope of support, and access to SAP resources to perform quality checks on the solution.

• Enterprise Support customers, however, can submit issues to SAP which cover the entire SAP solution, including custom developments. SAP will respond to issues more quickly and on a 24x7 basis to Enterprise Support customers

Edenhouse have worked with a significant number of customers to assist them with negotiation with SAP to reduce overall cost of software licenses and annual maintenance.

Frequently this has involved the transfer of the annual maintenance to Edenhouse. By transferring your maintenance to Edenhouse, we will fully manage all services under the support agreement you have purchased from SAP including:

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At Edenhouse, we pride ourselves on our ability to provide our customers with useful, informative reports on a frequency that meets their needs.

• Notifying you of available patches, product availability and more • Advising on getting the most out of your Enterprise Support benefits such as organising annual Technical Quality Checks (TQCs) • Managing your annual license audit • Reviewing Earlywatch reports • Logging calls with SAP via their Online Support System (OSS)

These customers take full advantage of our VAR status and excellent relationship with SAP to assist in negotiating license contracts and reducing costs wherever possible.

We will strive to do this for our clients if selected as your VAR partner.

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Why Edenhouse Solutions We are passionate about everything SAP. In particular, providing SAP services that enhance our clients’ SAP systems to maximise their investment in SAP. At the centre of our business strategy is the harnessing of SAP’s roadmap to deliver innovation and business optimisation to our customer community.

To achieve this, we dedicate customer management activity to ensure all our customers can leverage the appropriate innovations aligned to their own corporate objectives.

We’re Experienced and Innovative

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EdenRun Adaptive Managed Services

We build close partnerships with our clients because experience tells us it’s the best way for you and us.

We believe we are experts in SAP and we focus on the overall ‘customer experience’.

• There’s always room for innovation when looking to maximise your SAP investment, and for us, there’s nothing better than solving your more complex issues with fresh, new ideas.

• We have proactive, experienced account management and consulting teams

• Because we make it our business to know yours inside and out, we’re poised to react quickly to issues before they affect your productivity – and your bottom line.

It’s an approach that has transformed businesses and realised significant returns for our clients.

• We bring experience and expertise in all areas of SAP including the very latest Cloud solutions, S/4HANA suite of digital products, classic ERP processes, user interfaces, line of business solutions, business intelligence and analytics, mobility and the latest inmemory database technologies.

• Our customer-centric helpdesk has advice and suggestions and readily available access to reporting

2.5 HOURS

• We’re the UK market leader in fixing 3rd line incidents

• We’re an SAP Platinum Partner

• We can ensure that only effective processes are put in place – leading to a cost-effective service proposition.

• Our service model provides our customers with consultants who offer the maximum level of customer intimacy and experience. To help achieve this we allocate key consultants to customer accounts on a preferred basis, which allows you to build trust and confidence on an ongoing basis.

• We’re a multi-award-winning company and we’ve been voted one of the best companies to work for

• We hold customer events each year showcasing the latest SAP products and we run webinars on key topics and new innovations

• We’re ISO 9001 and 27001 certified

• The Edenhouse partnership with United VARs makes us part of a global network of market-leading SAP solution providers. Their network has presence across 95 countries with 10,000 SAP consultants supporting 8,000 customers.

EdenRun Adaptive Managed Services

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Head Office

Manchester Office

Farnborough Office

Quartz Point Stonebridge Road Coleshill Warwickshire B46 3JL

Floor 3 Parkway 4 Princess Parkway Business Park Manchester M14 7HR

Cody Technology Park Ively Road Farnborough Hampshire GU14 0LX

+44 (0)121 767 9280 I info@edenhousesolutions.co.uk I www. edenhousesolutions.co.uk

Registered Address – As Head Office

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Registered in England & Wales No: 6498946

I VAT Number: 177 9275 53