IT service management best practices

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SAP application management

SAP AMS: remote support for SAP users
SAP application management (or remote support for SAP users, SAP application support) is a remote assistance service provided by the SNP Outsourcing Center. It is intended to help the customer’s SAP users solve problems occuring during ongoing operation of the system.

The SAP application management service complements each other with the SAP Maintenance and offers the customers the so-called second support line. The application management is a point of contact for service notifications of the customer and guarantees:

  • Solving problems that are not suitable for support by the manufacturer of the SAP software as part of the SAP Maintenance Agreement
  • Forwarding of other problems to the manufacturer’s service

SAP application management service is provided by dedicated teams of support consultants, operating within the SNP Outsourcing Center. Benefits of the SNP Outsourcing Center services include:

  • the permanent availability of experienced specialists
  • a single point of contact (a Service Desk team) irrespective of a reported issue
  • service based on a fixed contract and SLA provisions (concerning a response time, among other things)
  • the highest global standards in data security (Information Security Management System compliant with ISO 27001) and in IT service management (IT Service Management System compliant with ISO 20000 and ITIL recommendations)

Scope of the support

Solutions covered

The application management service provided by SNP involves:

  • the full scope of the SAP ERP system (FI, CO, MM, PP, PM, QM, SD, WF and other)
  • SAP HR system
  • ABAP extensions
  • SAP BI solutions (SAP BW, SAP SEM and SAP BusinessObjects)

The scope of activities performed as part of the application management:

  • support of the work of SAP system users
  • handling problems occurring in the used SAP systems
  • support of selected business processes
  • handling maintenance problems with guaranteed solution times
  • support within the scope of notes and system updates
  • periodic monitoring of the system activities
  • wide scope of small development works
  • activities related to system documentation
  • conducting audits or verifications in respect of
  • identifying areas requiring improvement
  • supporting the SAT tests (in the Customer’s facility)
  • consultations and workshops

The detailed scope of the application management service can be found in the Service catalogue tab.

Service catalogue

The following specification presents a wide list of activities performed by SNP within the SAP application management agreements. The scope of the service support for a given customer is determined individually, depending on their needs and requirements.

Support of the work of SAP system users:

  • giving an answer to a question
  • showing the way to carry out the activity

Handling problems occurring in the used SAP system:

  • analysis of erroneous situations in the system
  • removing configuration errors
  • removing programming errors

Support of selected business processes:

  • calculation of salaries
  • month-end closing/opening
  • year-end closing/opening

Handling maintenance problems with guaranteed solution time:

  • standard working hours (8/5)
  • evening mode (24/5)
  • 24/7 mode

Support within the scope of notes and system updates:

  • informing about notes and updates
  • assessing notes and updates
  • implementation notes and updates
  • adapting the systems to notes and updates

Periodic monitoring of the system activities:

  • monitoring the process of loading the data into the business information warehouse SAP BW
  • monitoring the operation of key elements of processes (programs or tasks running in the background, workflow, interfaces, etc.).

Wide scope of small development works:

  • creating reports
  • adaptation to legal changes
  • adaptation to notes and SAP system updates
  • reconstruction of existing extensions
  • data migration
  • creating tools for data migration
  • optimization of business processes
  • automation of business processes
  • reconstruction of business processes
  • other mini-projects

Activities related to system documentation:

  • documentation of the selected processes or transactions
  • updating documentation based on the system

Conducting audits or verifications in respect of:

  • authorisations
  • configurations
  • extensions
  • documentation

Identifying areas requiring improvement:

  • reconstructions – based on the history of the occurrence of problems that hinder the operation of fundamental processes
  • additional trainings – based on the observations of users’ competences

Supporting the SAT tests (in the customer’s facility):

  • preparation of test scenarios
  • performing tests

Consultations and workshops:

  • dedicated thematic workshops on the SAP systems being the subject of support
  • consultation with experts in the scope of the supported systems
  • preparing drafts of solutions
  • assessing projects or tenders related to the development of the supported systems
SAP Assistance

SAP Assistance is a special application management service that provides at a low monthly fee a certain lifeline in case of SAP problems and difficulties with getting a quick help in Polish.

SAP Assistance is especially an attractive offer for:

  • Companies that already use (usually not in Polish) the enterprise support for the SAP system
  • Companies that are expecting an addition to the gap between the level of SAP Maintenance and reported problems on the part of key users.

We offer in the context of SAP Assistance following:

  • Remote support for responsible persons in relation to the SAP functioning (or acquisition of this role if such a person does not exist) to the following extent:
    •  Provision of answers to questions from SAP users
    •  Analysis and diagnosis of the causes of errors and deficiencies in the system
    •  Elimination of the causes of these errors and deficiencies
    •  Communication with the support department of the company (preparation of messages on behalf of users, analysis of the responses received, etc.)
    •  Notification of comments and updates from SAP, including comments and suggestions
  • guarantees regarding response times and resolution of reported problems
  • visits and support of the consultants in your office
  • possibility of realizing other additional work

If required, SAP Assistance can be expanded under the offer (tab called Service catalogue) and transformed into a complete application service contract.



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SNP Poland Sp. z o.o.

Złotniki, ul. Krzemowa 1
62-002 Suchy Las near Poznań, Poland

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