附件三：您需要多少人来支持SAP项目？众所周知，实施R/3费用很高，但是长期支持费用有多少？请用下文中Gartner的"rulesofthumb"来算一下，如果采用SAP系统你需要多少人来支持？与您原来估算的差距有多大？同高昂的长期支持费用相比，初期实施费用根本算不了什么！原文："ManagingEnterpriseApplications:FromPackagesToProductivity",GartnerGroupEuropeSymposiumproceedings,Cannes,France,November2-5,1998,FredMagee资料来源：TodeveloparoughestimateforthesizeofanERPimplementationstaff,usefivepersonmonthsperconcurrentuserandnormalizebasedonestimatedprojectlength.SAPImplementationStaff%ByRoleRolesAvg%Range%ESPAvg%WhenUsedTraining---Methodology31-1220TechnicalArchitecture71-2747GapAnalysis30-1428ModuleConfiguration6140-8224Interfaces70-3542CustomExtensions50-2138DataConversion60-1841Testing/QA84-1922TotalStaffSize"Coarse"RuleofThumb:5Person-MonthsperConcurrentUserSource:GartnerMeasurementSelectedBenchmarkData[Note:ESP=EnterpriseServiceProviders,egBigSix'sandlargeSI's]Thereisno"correct"sizeforanERPimplementationteam,therearesimplytoomanyvariablesinvolved.However,havingsaidthatsomedataisbetterthannone.UsingtwelveselectedGartnerMeasurementSAPbenchmarks,thevariabilityinstaffingquicklybecomesapparent.Coreimplementationteamsizesrangedfrom24to161withimplementationelapsedtimesrangingfrom10to48months.Noobviousmeaningfulcorrelationwaspresentinthedata,e.g.numberofmodules,numberofinstances,degreeofcustomizationornumberofinterfaces.However,lookingbackattheimplementationusingoperationalconcurrentusersasametric,acorrelationwasfound.A"coarse"ruleofthumbis5personmonthsperconcurrentuser.Estimationsofprojectdurationandconcurrentuserswouldleadtoanoverallestimateforstaffsize.Aroughapproximationforconcurrentuserswouldbe1:6namedusers.Forthe8staffrolesmeasured,thedataindicatesawiderangeofusage,withconfigurationdominatingshareofstaff.ApproximatelyhalfthecasesusedESPforcertainrolesandwhentheydidtheaveragesindicatedsignificantportionsofworkbeingoutsourced.(...)Staffingsizesvarywidelybyorganization,butcanbecorrelatedtotwokeyparameters,concurrentusersandtheindustrystandardUnixmetricSPECmark92benchmark.SAPSupportStaffEFTMetricsApplicationAvgRangeProcessOwners191-57SuperUsers20-10Programmers82-22ISSupport40-15InfrastructureAvgRangeOperations61-18TechServices91-28HelpDesk10-8Network10-3RulesOfThumb:-ApplicationSupportEFT/100ConcurrentUsers:Average=8,Range=4-18-InfrastructureSupportEFT/1000SPECmark92:Average=3.5,Range=2-6Applicationsupportcoversstaffthatdealwithuserissuesregardingapplications,e.g.minorenhancements,bugfixes,reportwritingandquestionsregardingapplicationfunctionality.ManycompaniesdrawfromthesamepoolofSAP-skilledresourcesforbothimplementationandsupport.InfrastructurestaffingincludestechnicalservicespersonnelsuchastheBasissupportteam,systemsprogrammers,capacityplannersandperformanceexperts.Alsoincludedareoperationsstaffsuchasconsoleoperators,jobschedulersandtapeoperators.WeseenogreatdifferenceininfrastructurestaffingbetweenSAPimplementationsandotherclient/serverenvironmentswhenwelookatcommonmetricssuchassupportheadcountperunitofcapacity.Tworulesofthumbemergefromtheselectedbenchmarkdata.TotalEFTforapplicationsupportiscorrelatedtoconcurrentusers,similartowhatwasdoneearlierforimplementation.Infrastructuresupportisbettercorrelatedtoservercapacitysincethismeasuresinfrastructuresize.TherelevantSPECintnumbersaredrawnfromtheUnixindustrystandardSPECmark92benchmark.VarianceininfrastructurecostsamongSAPusersisover3to1.(ForthetwelveSAPinstallations,monthlycostsper1,000dialogsteps:rangefrom25to90USD).Thehardwarecostshereincludelease,maintenanceanddepreciationforallservers.SoftwareincludesSAP,DBMSandrelatedsoftware,withpurchasecostsdepreciatedoverthreeyears.Staffcostsaresalariesandbenefitsfortheinfrastructurestaff.MostSAPshopshavemirroredtheirproductiondatabasecapacity100percentandthatcostisincludedhere.Leading-edgeenterprisesmanagehardwarewithacentralized,strategicassetmanagementsystem,whichmaintainsinformationonlocation,financials,maintenancestatusandrepairhistory.Ahardwareassetmanagementorganizationisinvolvedindefiningstandards,planningforupgrades,negotiatingpurchaseagreementsandplanningfordisposal.
