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Phase I: Project Preparation
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Decision makers clearly define the Project objectives and an effective decision making process.
Define Project organization and Roles.
Implementation scope is finalized.
System Landscape and technical requirements are finalized.
Infrastructure (Hardware/Interfaces).
High level Strategies for client.
Archiving strategy.
Issues of Data bases.
Other issues like Unanticipated tasks.
Normal tasks that can not be completed.
External factors that need to be dealt with .

Phase II: Blue Print Phase
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Scope of R/3 implementation is defined.
Business blue print is created.
Tools used for this is ASAP Implementation assistantQuestion and Answer DataBase (Q&A dB). Business Process Master List (BPML).
R/3 Structure.
Modules Business Navigator and External Modeling tools.
Project Management .
Conducting Status Meeting for Project Meeting.
Conducting Steering committee meetings.
Addresses the issues like Organizational Change Management.
Other Activities Like Project Team Training.
Developing the system environment.
Defining Org Structure.
Define Business Process.

Phase III: Realization Phase
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Configuring the R/3 System
Defining the Authorizations in R/3
Defining the work flow
Creating Use Documentation
System manager procedures
Developing the System Test plans
Define the Service level CommitmentEstablishing the System Administration function
Setting up the Quality Assurance environment

Phase IV: Testing and Final Preparation
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Testing, user Training, System management and Cutover activities
Test Plan has the activities of:Testing the conversion procedures and programs
Total Interface programs Volume and Stress testing
Final User acceptance testing Developing a Final Go-Live strategy
Redirection to Go-Live
Preparation of End-user documentation
Training for the End UsersTechnical environment installation on Production system and testing
Transfer of Legacy data and preparation plan for Go-Live

Phase V: GO-Live Phase
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Production support facilities are carried outValidations of Business process and their configuration
Follow up training for End Users
Sign–Off.

SPRO stands for SAP Project Reference Object.

Hit transaction code SPRO the Customizing screen appears. On the customizing screen you’ll see all the customizing/configuration activities.

SPRO is use as short cut (transaction code) to access the IMG customizing screen. In the IMG customizing screen, you can display and access all the configuration activities to set-up SAP system to meet the specific needs and requirments of the client. It’s a single screen that provides a lot of flexibility in accessing the customizing transactions.

It is also known as the Configuration Menu.

Handling tickets is called Issue Tracking system. The errors or bugs forwarded by the end user to the support team are prioritized under three seviority High, Medium and Low. Each and every seviority as got its time limits before that we have to fix the error.

The main job of the supporting consultant is to provide assistance on line to the customer or the organisation where SAP is already implemented for which the person should be very strong in the subject and the process which are implemented in SAP at the client side to understand, to analyse, to actuate and to give the right solution in right time. This is the job of the support consultant.

The issues or the tickets (problems), which are arised, are taken care of on priority basis by the support team consultants.


The work process in support projects is given below for your reference.

1. The customer or the end user logs a call through any tool (MARVEL) or by mail (RADIX).

2. Each one of the support team is a part of support group.

3. Whenever a customer logs a call he /she has to mention to which work group (by name).

4. Once the calls came to the work group the support consultant or the team needs to send an IR (Initial Response) to the user depending upon the priority of the calls. (Top, High, Med, Low, None)

5. Then the error is fixed, debugged by the support consultant or the team. Then after testing properly by generating TR (Transport Request through the basis admin)

6. Then it is informed to the end user/customer/super user about the changes, which have moved to the production server, by CTS process.

These are the process. In summary, what I understand is that if any configuration or customization is required to solve the issue, then the consultant have to work on DEV Client, then the end user will test it in the QA client and after approval the BASIS consultant has to transport it to the PRODUCTION client.

An example:

Tickets in SD can be considered as the problems, which the end user or the employee in the company face while working on R/3. Tickets usually occur during the implementation or after the implementation of the project. There can be numerous problems, which can occur in the production support, and a person who is working in the support has to resolve those tickets in the limited duration, every ticket has the particular deadline alert so your responsibility is to finish it before that deadline.

To begin with, we should give “TICKET” to you for not knowing it.

Here is an eg of a ticket raise:

End user is not able to

1. Create Sales order for a customer from a New plant, since shipping point determination is not happened. (Without Shipping point the document becomes INCOMPLETE and he will not be able to proceed further like DELIVERY, BILLING).

He raises a ticket and the priority is set in one of the below:

1. Low 2. Medium 3. High.

Now you need to solve this ticket. You would analyze the problem and identify that the SP configuration has to be done for the new plant.

You would request a transport for DEV CLIENT to BASIS. You do the change and Request one more Transport to BASIS for QA client. The End user will test the same by creating a sales order for the new plant and approve it.

Finally, you request a transport to move the changes to PRODUCTION. Once the change is deployed in production the TICKET is closed. What I have given is a small example. You would get some real issues with severity HIGH in your day-day support.
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