We are thrilled to announce the commencement of our expert SAP Application Management Services (AMS) to support a prominent UK-based drinks supplier’s end-to-end SAP operation.
We’ve been building a strong relationship with the customer for several years now. Initially in conversation due to our extensive SAP Extended Warehouse Management (EWM) expertise, we were very soon able to demonstrate our capability to support the full scope of the customer’s SAP landscape. We were subsequently asked to take over SAP AMS from its existing provider, a large system integrator.
Our SAP AMS journey together was kicked-off with an in-depth ten-week service onboarding project. During this transition period, we collaborated closely with both the incumbent provider and the customer’s internal team. This allowed us to gain a deep understanding of the customer’s landscape and its unique functional requirements. Our tried and trusted transition approach, including transition planning, onboarding, knowledge transfer and readiness confirmation, ensured a seamless cutover to business-as-usual support.
With the transition phase complete, we are now set to commence BAU AMS. Our services will see our expert in-house SAP AMS team, supplemented with additional specialist insight from our wider consulting team where required, support the company’s end-to-end SAP landscape, which includes:
- SAP Extended Warehouse Management (EWM)
- Material Ledger
- Core Finance
- Logistics
- Procurement
- Materials Management (MM)
- Advanced Planning and Optimisation (APO)
- Supply Network Planning
- Production Planning and Detailed Scheduling (PPDS)
- Electronic Data Interchange (EDI)
- Plant Maintenance (PM)
- ABAP
- Process Orchestration (PO)
- Security & Authorisations (S&A)
- Plant Connectivity (PCo) with Manufacturing Integration and Intelligence (MII)
- Global Trade Services (GTS)
- Business Warehouse (BW)
- ECC Excise and Duty (ED)
- Technical Management Services (TMS)
We pride ourselves on our flexible approach to AMS, creating packages of support that meet individual customer needs. After careful assessment, we identified our ‘Ticket Bank’ model as the most suitable. This model offers a pre agreed set number of tickets at a fixed price that can be flexed up or down on a quarterly basis as required, allowing for easy budgeting and flexible usage. We provide complete transparency on ticket usage through an easy-to-use AMS portal where requests can be raised and tracked. The customer has opted for our 24/7 on-call support option to ensure maximum coverage for its operations.
The customer will benefit from a dedicated service delivery manager (SDM). The key responsibility of the SDM is governance across all areas of the AMS including service management, incident and change management, continual service improvement and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery. The SDM will hold a monthly combined service review to ensure that our AMS is delivering on expectations, key metrics are providing the necessary data and any upcoming system upgrades or maintenance programmes are factored into future planning activities.
We are delighted to provide Technical Management Services (TMS) to this strategic customer including 24/7 monitoring, client administration, transport management, performance analysis and patching. We also have our fantastic Security and Authorisations team responsible for managing and controlling user access to the SAP environments, as well managing risk and ensuring compliance in partnership with this customer.
In addition to our AMS, TMS and service management, we have been selected to provide SAP enterprise support. We will partner with another Value Added Reseller (VAR) to deliver various services provided by SAP partners, with us handling all enterprise support activities, including:
- Providing functional and technical expertise to resolve maintenance issues.
- Managing tickets sent to SAP on the customer’s behalf.
- Acting as the escalation owner via the SAP Customer Interaction Centre (CIC).
- Assisting and advising with license management and SAP License Audit process.
- Undertaking software ordering processes.
- Arranging Technical Quality Checks (TQC).
- Reviewing and providing recommendations with EarlyWatch Alert report reviews.
Commenting on this latest win, our head of SAP AMS, Scott Sweeney, commented: “We are very excited about this new partnership and look forward to delivering exceptional AMS, TMS and enterprise support services to our customer as a true partner and an extension of their internal team. Our services are already off to a really positive start following a smooth transition from the previous provider. We have the best AMS & Technical Services teams in place to ensure we not only provide BAU support but continuously improve and evolve our overall AMS services, to deliver true value to this customer in the long term.”
Get in touch for more information on our SAP AMS, including end-to-end technical and functional services and service delivery management.