SAP Solutions
SAP Application
Maintenance Support
Services
SAP SOLUTIONS
Why Choose Our Services?
- Shrinkage of incident volumes on a year-on-year basis.
- Predictable cost model.
- Seamless customer experience across the service desk and application support.
- Improved process efficiency and compliance.
- Effective and quick response to changing business dynamics.
- Integrated and coordinated IT services delivery for cycle time reduction and end-to-end issue resolution.
- Flexible engagement model for AMS support.
Functional Support
Logistics
Finance & Controlling
(FICO)
Sales and Distribution(SD) Materials management (MM)
Production Planning(PP)
Quality Management(QM)
Project Systems(PS)
Plant Maintenance(PM)
Warehouse Management (WM)
Sales and Distribution(SD) Materials management (MM)
Production Planning(PP)
Quality Management(QM)
Project Systems(PS)
Plant Maintenance(PM)
Warehouse Management (WM)
Human Capital Management
Organizational Management(OM)
Time Management(TM)
Personnel Administration(PA)
Payroll(India)
Performance Management
ESS/MSS
Time Management(TM)
Personnel Administration(PA)
Payroll(India)
Performance Management
ESS/MSS
Others
BI/BO
BASIS & ABAP
Talent Pool
No Data Found
APPLICATION SUPPORT
Ticket - Process Flow
SAP Business Users
SAP Solution Manager / Ticketing Tool
Incidents / Tickets
Level 1 (Basic) Support By Customer Support
Incidents / Tickets
Assign, Analyzie,Resolve, Communication &close the issues
Change Requests
ITChamps L2/L3 Team Of SAP Consultants
Ticket Management
- Monitor ticketing tools and a queue for new ones.
- Classify new tickets according to guidelines and transfer to appropriate support team member.
- Alert the support team member as necessary (based on the priority of the ticket).
- Monitor and track a ticket’s status change and its SLA deadline.
- Follow-up and alert the support team / Manager on SLA deadline maturity and ensure SLA is adhered to.
Call Handling
- To ensure Helpdesk as a Single Point of Contact for customers, it is installed with a dedicated toll-free number and VOIP phones.
- The toll-free number is circulated to customers so that they can reach one of the helpdesk agents available on that particular shift.
- The helpdesk operates & ensures 24/5 support availability over the phone.
- The helpdesk ensures appropriate & immediate routing / action on calls received.
- The helpdesk ensures calls are answered within 3 rings.
