SAP AMS

(Application Management Service)

March 2024
 AMS : An Overview Application Management Services across.
Overview

“Application Management Services (AMS)” provide SLA based post implementation application support
for a Customers SAP centric landscape.

“Incidents” means an “Problem” means the “Change Management Process” means Workaround” is a
unplanned interruption of a underlying root cause of an the procedure to authorize, plan and temporary solution
business process Incident. A Problem can cause deploy a change of the business process aimed at reducing or
multiple Incidents into the productive systems. All changes in eliminating the impact
the Customers system, which are not of an Incident for
caused by an Incident or Problem or which a full resolution
agreed as a Standard Change, are is not yet available.
considered a Request for Change. Change
Management does not only include the
implementation procedure, but the holistic
process from the requirement to the
deployment. Changes are classified by
their potential impact to the productive
system (Regular Change and Emergency
Change). Depending on the potential
impact a certain approval level is required.
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Align IT Services with Business Objectives

Define : Key Discover: as-is Monitor: Business Analyse Potential Optimize and Transform and
performance process, process health and KPI’s failure points, automate enhance process
indicators(KPI’s) variations and constantly and anomalies and remediations for and systems were
for value drivers. friction points. automate the deviations. issues needed
execution of self-
healing
remediations.

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 Our SAP Managed Services
Service Offerings
Proactive monitoring and Automation for repetitive
Continuous Improvements Cost-effective solutions
diagnosis activities
Along with ensuring the right Automation minimizes the While we deliver services, we Outsourcing application
functioning of the applications, amount of human interference in continuously look out to deploy management services is a cost-
the workflows, analysis, and
the AMS partner SLK proactively solutions. It reduces IT labor small step improvements that effective way to manage your
monitors and diagnoses your costs and improves the eliminates current pain points or SAP applications. The flexibility
SAP solution to prevent critical efficiency of the applications. improves the business to ramp up or down resources
situations from arising. AMS Based on the requirement and experience. Our Business value and access to multiple
looks at various aspects of your landscape of the company, AMS articulation framework and i-trim technologies across all time
will help decide and develop
IT landscape including your your automation roadmap and measures are focused on zones increases productivity to a
business processes to identify also deploy it. delivering continuous large extent
early indications of potential improvements to the solution
issues and resolve them at the and services delivered
earliest. This actively mitigates
your risk of facing critical issues.

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 SLK SAP Managed Services

SAP System SAP Support SAP Maintenance System Uptime Shift Rotation
Monitoring

Our team will monitor your Our team is available to We will perform regular Increase SAP system Efficiently manage weekly
SAP systems 24*7 to provide support and maintenance tasks to uptime by 99.9% and varying shift schedules
ensure they are running guidance when you ensure your SAP improve the landscape and changing number of
smoothly and promptly need it. Whether you systems are operating resilience and agility. staff in each shift. During
have technical queries shift transition the un-
respond to incidents. or need assistance in optima finished work of the
process improvements, member need to be
we are here to help your transitioned to the next
Business shift member, so
continuity of work can be
carried out.

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Business Value
Business Alignment Business Experience SAP Operations Control Centre

We built the framework to measure how IT Our approach to improve business user SAP OCC collects technical (Application
Enables business , by defining industry experience is focused on eliminating Operations) and functional (Business
specific performance measures based on incidents and enabling business user with Process Operations) monitoring data
the KPI’s that measure success of IT self-service utilities. Our incident about the system.
enabling business rather than the IT elimination includes specialized team key features SAP OCC
Services dedicated to problem management to
• Alerts and Notifications: SAP OCC
proactively eliminate root causes that Dashboard integrates with alerting and
hampers your business transactions. notification systems to provide timely
alerts for system issues, performance
deviations, or critical events

• Business Process Monitoring: The

dashboard includes widgets or panels
for monitoring key business processes
within SAP applications.

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Support Management

Service Window Communication Infrastructure

 Working Hours as per  Email : Distribution list of Support Team  Extended network
Business Days. and customer Team support
 Monitoring 24*7  Service Management : Contact details of  Dedicated state of art
 Help Desk and SLK offshore delivery centre
Critical Incidents: 24*7
 Account Manager : Contact details of
client and SLK Account manager

Support team Engagement :

• Regular meeting with support team

• Accessible to customer 24*7*365
• Manages the relationship between customer and SLK
• Conduct periodic review meeting with customer and take feedback if any
• Conduct cross functional training for team to enhance their knowledge base of the team
• Responsible along with the project Manager for all issues of the project and deliverables
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We are SLK Software

We constructively challenge the status quo in all that we do,

to enable peak business performance for our customers and for ourselves,
through disruptive technologies, applied innovation and purposeful automation.

Thank You