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Hacemos simple la complejidad de los negocios I
SAP Managed ServicesSAP Application Management Services (AMS)
Hacemos simple la complejidad de los negocios
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1. Introdution
• What is it about?
• What are the benefits?
• Why choose Process?
• Service Options
4. References3. Certifications
Index
2. Pillars
• Team
• Management Areas
• Key Aspects
• Transition
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Introduction
1. Introduction 4. References3. Certifications2. Pillars
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What is a SAP AMS Service?
SAP Application Management Services (SAP AMS) is a set of processes and methodologies to maintain, improve and manage SAP systems. AMS includes help desk services,
functional and technical support, development, implementation, maintenance and integral testing of
solutions. Additionally it can include application monitoringservices, database support and applications and software
back-ups.
Any implementation of SAP applications requires AMS services, whether provided internally through the client's own
resources or by outsourcing services from an external consultant.
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What is the benefit of having an external SAP AMS?
The main benefits of subcontracting AMS to a consultant are:
• Reduce the average support cost per user
• Maintain, or even improve, the service levels and end user’s satisfaction
• Provide a dynamic / variable cost structure, which can absorb fluctuations in demand due to
changes in business activities
• It is the single access point to all support requirements and issues of users and applications
• Achieve an optimal access to the experience and knowledge acquired by the professional
consulting team, thanks to their multiple experiences lived in their clients with different
processes or industry types
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SAP AMS options
Remote
Hybrid
On-Site
Exclusively dedicated team, located in the client's office
Dedicated remote team with shared or exclusive resources
Dedicated team with a mix of physical presence in the client's offices and remotely, as required by the topic
to be addressed
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Advantages of each SAP AMS option
• Our team is part of your team
• Best integration with customer’s IT team and their end users' group
• Our team can support additional customer’s initiatives
On site and Dedicated
• It has the lowest cost of the 3 options (in Place and Dedicated, Remote and shared, Hybrid)
• Great flexibility is achieved due to the access of a pool of consultants
• Leverage the knowledge and experiences of previous issues
Remote and Shared
• Intermediate cost
• The best of both worlds: On site for intensive activities and knowledge and remote for issues that have less criticality for the business
Hybrid
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What does the SAP AMS service include?
Functional Activities
• SAP S/4 HANA and/or SAP ECC modules: FI, CO, MM, SD, PP, QM, PM, PS, etc.
• SAP Business Intelligence: SAP Analytics Cloud (Analytics & Planning) and Business Objects
• Daily tasks: solving implemented modules issues
• Closing tasks: support period end activities
• Testing: design and execute test plans for new features to be activated or application updates (notes)
• General or specific support for the implementation of continuous improvements
Development Activities
• Creation and maintenance of forms, reports, interfaces and programs of all kinds, in languages / platform ABAP, JAVA, SAP Leonardo, SCP, Netweaver, MS .NET
• Daily tasks: solve all kinds of issues that involve software development
SAP Basis Activities
•System and services monitoring
•Resolution of issues in the Customer System Landscape
•Daily tasks: process monitoring and resolution of locks, failed updates, backups, performance, transport orders, etc.
•Weekly or monthly tasks: monitoring of database growth, use of the file system, etc.
•Continuous improvement: Support Packages application
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Why choose Process Technologies?
The client hires a package of hours to be used during the period. In case of
partial usage, this availability may be transferred to the following period. The
hours can be used in any type of consultant profile (*). In case of excess, they
can hire additional hours based on availability
The shared services model, can quickly address support demanded by users,
achieving agility and time reduction.
Our support system, through tickets, makes our clients always feel safe and
accompanied (they can closely monitor their in-process requirements)
Process Technologies has a global permanent service line, through a call
referral system that allows the requirements to be met at any time and in any
place
Pay per Use
Speed and
Flexibility
24x7 Support
(*) Restrictions apply to transfer unused hours during the period. The pool of consultant profiles must be defined in advance.
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Pillars
1. Introduction 4. References3. Certifications2. Pillars
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Methodology
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•
Team
1 Support Manager Functional/Process
Consultants
Technical Consultants
ABAP – SCP - Leonardo
Technical Consultants
BASIS / SECURITY
2
3 4
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Team1 Support Manager
2 3 4
Lic. Maria Laura Diaz (11 yrs experience)
Active Consultants dedicated to AMS – 20 FTE
Functional/Process
Consultants
Technical Consultants
ABAP – SCP - Leonardo
Technical Consultants
BASIS / SECURITY
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Certifications
1. Introduction 4. References3. Certifications2. Pillars
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The Process Technologies support center has once again received
the seal of P.C.o.E (Partner Center of Expertise).
SAP has created this certification, as part of its program for sales
channels "SAP Partner Edge", with the objective of ensuring that all
its customers receive a high level technical support service.
This certification, which is obtained through a strict audit process
executed by SAP, guarantees that our Help Desk provides 1st and
2nd level technical support with world class standards.
The use of SAP provided tools and applications and the certified
service team using the strict support process methodology
guarantees the quality of service.
Certifications – Partner Center of Expertise
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Quality Policies
Our Quality Policy is oriented to achieve high standards of customer
satisfaction.
Our goal is to meet the agreed requirements and we are committed to
continually improve our effectiveness of our Quality Management
System.
This is our way of demonstrating the commitment we assume towards
Quality for all areas of our organization, in order to lead it towards to
the continuous improvement and respect to our values.
Certifications – ISO 9001:2015
Customer satisfaction level (ISO 2019 survey)
88%
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References
1. Introduction 4. References3. Certifications2. Pillars
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More than 3000
hours in SAP AMS
We have 15+
customers with
AMS monthly
services
References Active clients in SAP AMS (Operations Support)
These are some of our active SAP AMS (Operations Support) customers:
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Thank You!
Hacemos simple la complejidad de los negocios
(5411) 4788-4313
www.protech.com.ar
María Laura Diaz
Support Manager
(54 11) 4788-4313
Damián Benghiat
Director - Sales & Marketing
(54 911) 6170-9387
Adrián Iglesias
Account Executive
(54 911) 6000-5573