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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)

Human Capital Management

  • Organizational Management (OM)
  • 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, 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.
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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.
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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