WHITE PAPER

INFOSYS FUTURE PROOF SAP AMS

FRAMEWORK

Abstract
Do you think you spend too much on SAP support and
maintenance? And still lack the agility to meet business demand
fluctuations? With increasing competitive business environment
and the need to deliver more business value with less resources
the traditional AMS (Application Management Services) does not
fulfill the challenges. Embracing a combination of traditional best
practices and future proof service model is the need of the hour.
This is just what Infosys Future proof SAP AMS service offering
delivers based on industrialized service delivery, high business value
realization and transformation services.
 Industrialization proactively using automated business
process monitoring through Infosys
The Three Pillars of We focus on the following sub themes
Command Centre and alert you before it
Infosys Future proof within Industrialization:
reaches criticality
AMS Solution • Integrated service delivery platform
• Simplification and standardization –
Infosys Future proof AMS services – Industrializing our day-to-day
Our approach to simplify your business
is a strategic shift from traditional collaboration with clients and business,
solution aims to simplify and enhance
Lights-ON service provider our service delivery processes,
user-system interaction, leveraging
approach to a one focused on development services, single SAP
UI5 technologies. We improve business
improving our service delivery, helpdesk
experience and minimize maintenance
business orientation and helping • Process Automation – Infosys cost by moving your custom solutions
our clients move up in the solution Automation Platform enables to standard SAP solutions and eliminate
value chain. automation of our services. Our proven redundant custom codes through
tools and utilities provide customized custom code
automation needs of the business

• Shift-Left: In our endeavour to bring Transformation

solution closer to the business we bring- We partner with clients on their AMS
in a shift-left frame-work that comprises transformation journey along the following
of early warning diagnostic tools, sub themes.
ready to deploy KM infrastructure and
• Innovation – We partner with you and
practices
invest in innovating the solutions that
• Service Transparency – To be reported either improves the outcome or reduces
with lag data is a thing of the past and the cost of the solution. We invest in
we enable you to remain current with service excellence that is focussed on
our service delivery performances online, innovation
on mobile with our service excellence
• Continuous Improvements - While we
tools and solutions
deliver services, we continuously look
out to deploy small step improvements
Business Value
that eliminates current pain points or
We enhance business value for clients improves the business experience. Our
through: Business value articulation framework

• Business Alignment - We built the and i-trim measures are focussed on

framework to measure how IT enables delivering continuous improvements to

business, by defining industry specific the solution and services delivered

performance measures that measure • Technology Up-Keep – We have made

success of IT enabling business rather key investments to be the right partners
than the IT services enabling you to be ahead of industry

• Business Experience – Our approach SAP technology adoption curve.

to improve business user experience - Panaya - With the recent acquisition

is focussed on eliminating incidents of Panaya we have the leading cloud
and enabling business user with self- based suite of services to accelerate all
service utilities. Our incident elimination SAP changes and upgrades.
includes industrialized problem
- Lodestone - With acquisition of
management using our in-house
Lodestone a Global SAP consulting
problem analytics tool to proactively
firm we offer the best mix of
eliminate root causes that hampers
consulting acumen and technical
your business transactions. In addition,
expertise to clients
we monitor your business processes

External Document © 2018 Infosys Limited

 business value enhancing and
Roadmap to Future proof Infosys SAP Future proof
transformation initiatives
AMS Maturity Assessment
Framework How do we execute the
For most of our clients the journey
• Our Maturity assessment framework assessment?
starts with knowing whether they are
currently and what needs to be done? has two components: Operational • Conduct workshops to gather
Hence Infosys SAP Service Excellence Maturity assessment and Future inputs. Use Infosys proprietary
Office has come up with an innovative proof maturity assessment assessment tools and questionnaires
and comprehensive Assessment • Operational Maturity measures the • As-Is Feedback and validate
framework to measure the current SAP operational capability of a client SAP
AMS maturity of an organization based • Benchmarking of results against
AMS organisation. It focusses on cost
not just on traditional best practices industry standards
effectiveness and reliability
but also assessing future needs. • Recommendations of Future proof
• Future proof assessment measures
AMS based on desirability and
the capability with respect to future
feasibility
needs. It focusses on cost drastic,
• Provide Roadmap for Future

• Partner with client and leverage

Infosys Future proof AMS toolkit to
realize the Roadmap

Benefits from our Future diagnostic tools 5. Technology consulting always

proof SAP AMS Services a. From process automation to keeping the solution lands scape up
machine learning based automation to date
Implementing our SAP Future proof b. Intelligent Diagnostic tools which a. SME on providing technology
AMS services would lead to 20~40% helps proactive monitoring which consulting for SAP
TCO reduction for clients. This is based helps ticket volume reduction b. Drive SAP road map for our clients
on past success stories of executing
this framework. The benefits would be 3. Transparent service reporting provides 6. Continuous Improvement is aimed
realized in the following operational online performance metrics in place of to reduce overall cost of application
aspects. lag indicators at the end of the month. maintenance

1. Faster incident Resolution, resulting 4. Benefits focused on improving 7. Investment and partnership which
higher customer satisfaction business performance, resulting in focusses on bringing in Innovation
a. Smart Service Model lesser cost for AMS solution to our clients
b. Efficient and integrated SAP a. Moving away from operational SLA
8. Zero Infrastructure Foot print
helpdesk to Business SLA
a. Moving the clients from on premise
c. Robust tools for collaboration b. Proactive monitoring which alerts
to cloud
the business before the problem
2. Achieving higher productivity b. Solution to Business Service model
occur
through Automation & intelligent

Infosys Investment
We understand the value of commitment in any partnership. Hence as an investment we offer a 2 week SAP Future proof Maturity
assessment to you free of cost. All you have to do is write to [email protected] asking for same.

External Document © 2018 Infosys Limited

For more information, contact [email protected]

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