SAP's new, simplified service and support portfolio is specifically designed for the cloud
We'll pull you out
Application management services significantly reduce system downtime and the associated sudden costs. Regular monitoring and the associated proactive error detection can prevent system failures. SAP AMS is also effective in the event of staff shortages. In case of illness-related outages, employees of the SAP service provider step in and compensate for your losses. At times of high utilisation, such as end-of-year inventory, AMS team members also support.
Consumption Analysis - Result: You have full transparency about your IT environment, which gives you a stronger negotiating position. Licences can be reassigned to ensure the best possible licence usage.
Collaboration with SAP Support Experts
With "Next-Generation Support", SAP promises its customers self-service components, digital interaction with support in real time, a particularly good digital customer experience, for example through build-in support with the help of SAP CoPilot, and the use of innovations such as AI and Machine Learning. Objective: Enquiries should be answered in real-time, as far as possible, as a prerequisite for real-time business models. At the DSAG Annual Congress 2018, I wanted to know from Andreas Heckmann, Head of SAP Support, what support services SAP customers will need in the future, how SAP will support end-to-end digital processes in hybrid systems, where the differences between ECC and SAP S/4HANA support requests lie, and what impact innovations (machine learning, AI, predictive analytics, ...) have on SAP support.
Indirect Usage Depth Analysis - Result: We provide you with the necessary overview to prepare you for an audit. Quantitative assessment of commercial risk for in-scope applications are included here.
A useful product - "Shortcut for SAP Systems" - is available for SAP Support employees.
SAP Cloud ALM is available to all Enterprise Support customers based on their existing contract.
However, no software solution is technically always trouble-free.