What is it? How should you structure it in our opinion?
How should you prepare to activate and evaluate it?
There are different terms used to define it, but the main ones are:
We could simply define it as SAP AMS or SAP AMS services. It's the management of SAP enterprise systems from a specialized company.
But what's inside this assistance/support service and what sections make it up?
The application content and modalities are the most important aspect of a SAP maintenance contract.
In our opinion the AMS support for SAP should be formed by three main parts:
Now, should you have one supplier or several? A single supplier could seem the best choice, for various reasons:
But is it always like this? What are other points of view?
As for my experience, probably, the ideal solution is to activate an applicative and system support leaving the security part ad a specialized supplier.
The use of a ticketing system is fundamental to classify the requests based on the topic.
This will allow you to estimate a possible service effort once outsourced. Or simply evaluate if it's worth doing it or not.
Is your system documented? Do you have a repository of your company's processes? Operating manuals bound to business processes or a SAP authorization manual (description of the authorization model).
In several companies, it is common to find corporate resources overburdened with operational activities. In this case, the use of such services can be strategic for the company.
Allowing internal resources to focus on long-term and strategic goals by better governing systems. Delegating operations to a specialized supplier.
It is a contract between two companies, customer and service provider. Of fundamental importance, therefore, are the following aspects:
There is clearly no one answer; it depends on several factors:
Do you already use these kinds of services? The feeling with the support company is not always optimal. What are the motives for possible change?
For further informations, read here!