User Experience Insights
SAP Application Management Services (AMS)
my Name is Marco and I want to tell you some basics about the AMS (Application Management Services).
Application Management Services or AMS are services with which, after a new implementation, application support is provided for the customer’s SAP landscape in accordance with the SLA. Also e.g. in the context of the Hypercare Phase. Tools here are, for example, the “Change Management Process”. This describes the procedure for authorizing, planning and implementing a change to the business process in the production system. All changes in the customer’s system that are not caused by a malfunction or a problem, or that have been agreed as a standard change, are considered a Change Request.
The Change Request itself means any change to the Application Management Service pursuant to a written document signed by the Parties with reference to the applicable Order Form.
Thus, the term Change Request itself is the formal description for a desired business process change. Change Requests are processed in accordance with the Change Management Process. Standard Changes are low impact changes that have been defined and approved in advance. Standard Changes are processed according to the Request Fulfillment process.
Change management, on the other hand, includes not only the implementation process, but the entire process from change request to implementation. Changes are classified according to their potential impact on the production system (regular change and emergency change). Depending on the potential impact, a certain level of approval is required.
A requirement refers to a request made to AMS or a task given to AMS. A requirement may be classified as an incident, change request, or service request. Requests go to the Service Desk either by email or by phone. E.g. via ticket system. The Service Desk is a centralized function that serves as a single point of entry for all AMS requests and messages.
The AMS Service Desk processes messages according to the Service Desk process, i.e..:
– Accepting/rejecting messages (reviewing the contract, SLA and key users).
– Monitoring of messages (see SLA)
– Assigning messages to the consultants of the AMS core team.
The process as described in the Service Desk, and agreed with the customer, determines the workflow and tasks of the Service Desk function including
– Receiving requests/messages
– Creating messages (when received by phone or email)
– Monitoring messages
– Assigning messages
Service Level Agreements (SLAs) describe the quality and quantity (e.g. monthly support volume in hours/number of tickets) of the agreed services between the customer and AMS as the service provider.
Thank you for reading this article. I think every consultant should know what happens after a new implementation of SAP software or how it is done. Many companies have grown in such a way that a large number of consultants would be needed to handle all this proliferation in the company, or special solutions have been purchased, which in turn have to be maintained by specialists. For this reason, companies offer application management services to satisfy the market there. The advantage is that a company offering AMS can often draw on a pool of consultants to get the job done.