What is our primary use case?
We use it for end-to-end project management as per the received requirements. There is a customized module called the Project Management System (PMS) where we receive the requirements.
Once a requirement is received, it is automatically circulated to the respective Persons In Charge (PICs) within the project. They review the requirement and schedule meetings accordingly.
If there is a specific requirement or new technology that is not available in-house, we reach out to partners. The management process is carried out through various stages in the system.
When a particular milestone is achieved, it automatically progresses to the next stage. For example, once vendor selection is completed, it moves to the contract phase. We process the contract with the vendor based on their policies and then finalize the contract with the client.
The client and vendor contracts need to align, and the system provides different windows for each to ensure synchronization. This flexibility is provided by the system.
Although the system is old and not very scalable or easy to maintain, our team is well accustomed to it. We have a dedicated team based in Singapore that easily handles any user-facing issues. When we log a ticket, it is resolved within 24 hours.
After the contract is finalized, we move to the resourcing phase, which is another module. Once resourcing is completed, the project kickoff takes place, followed by project management for the delivery. This includes kickoff meetings and a Quality Review Board (QRB) meeting. The QRB meeting ensures the delivery of a comprehensive quality plan based on the project plan. After obtaining consensus from all stakeholders, we finalize the delivery date and project plan. The plan includes the number of sprints and milestones for the specified duration, which could be one year, one and a half years, or two years.
What needs improvement?
The system is old, so there are several issues that arise when we fetch data from integrated systems. Sometimes the data gets stuck, and there are instances where we need to access multiple pieces of information simultaneously. This creates problems that I have personally experienced.
Therefore, these aspects need to be much more free-flowing and seamless. If something gets stuck, it takes time to resolve, and during the contract phase, we have Service Level Agreements (SLAs). If those SLAs are breached, it becomes problematic. Given that there are approximately 3000 projects running concurrently worldwide, utilizing the system with a vast database and numerous activities taking place.
It could benefit from decentralization. Currently, it operates as a central system, but if it could be centralized for specific subsidiaries, it would be easier for us to manage.
For how long have I used the solution?
We have been working with that SAP solution for six years
What do I think about the scalability of the solution?
Around 40,000 to 50,000 people are using this solution.
How are customer service and support?
Technical support from SAP for this particular system is not frequently required because our team has become quite self-trained and self-sufficient. However, when there is an upgrade from the backend, SAP gets involved to upgrade the system. For day-to-day maintenance activities, SAP support is not highly necessary.
Based on my experience, I don't want to criticize the SAP team in India. But, during one of the upgrades, in which I was involved for a period of time, it was not very smooth. The support was not well-planned and clinical, and the overall response was a bit lethargic.
How was the initial setup?
It is based on the SAP platform, but it has been completely customized for Samsung. It is not a standard module provided by SAP. Samsung has been using this tool for the past six years.
Installation is a bit more challenging compared to ServiceNow. Due to security reasons, we need to download certain security files, map them with system directories, and then execute an installer (exe) file. It's not as straightforward as ServiceNow, which has a well-managed user management system. Therefore, we are considering moving to ServiceNow for field management, as it requires careful handling and ensuring a positive customer experience.
Currently, they are testing ServiceNow for this specific area, and if it proves satisfactory, the plan is to transition the entire system to ServiceNow.
For a specific user with access to three to four modules, it typically takes me around two days to install the system. Overall, it's a cumbersome process. And ideally, it should be a plug-and-play kind of installation.
What about the implementation team?
A huge team of around 400 people was involved with this solution. It's a huge system deployed globally. It's a mix of on-premise and private cloud.
It is not easy to maintain. There are around 400 people involved in maintenance.
What's my experience with pricing, setup cost, and licensing?
It's not cheaper. SAP, the system we are using, has a well-established reputation. However, in my experience, the SAP systems are not very user-friendly.
Moreover, the system should be more user-friendly.
What other advice do I have?
I would suggest that SAP is gradually bringing more flexibility and customization to the system. If someone requires a highly secure system, then SAP is a good option. However, there are other alternatives available, such as ServiceNow.
If I had to rate it, I would give it an eight out of ten. It's just slightly below the best.
Which deployment model are you using for this solution?
Private Cloud
