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
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Finance & Controlling (FICO)
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Sales and Distribution (SD)
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Materials management (MM)
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Production Planning (PP)
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Quality Management (QM)
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Project Systems (PS)
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Plant Maintenance (PM)
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Warehouse Management (WM)
Human Capital Management
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Organizational Management (OM)
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Time Management (TM)
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Personnel Administration (PA)
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Payroll (India)
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Performance Management
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ESS/MSS
Others
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BI/BO
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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, Analyze, Resolve, Communicate & 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.
Escalation Matrix
Level 1
Module Consultants
via Service desk
Level 2
Team Lead
Exceeding SLA
Level 3
Project Manager
Problem unresolved after escalation to TL
Level 4
Steering Committee
Problem unresolved after escalation to PM