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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

Hacemos simple la complejidad de los negocios I 2

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


Introduction

1. Introduction 4. References3. Certifications2. Pillars


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.


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


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


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


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


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.


Pillars



Methodology


•

Team

1 Support Manager Functional/Process

Consultants

Technical Consultants

ABAP – SCP - Leonardo


BASIS / SECURITY

2

3 4


Team1 Support Manager

2 3 4

Lic. Maria Laura Diaz (11 yrs experience)

Active Consultants dedicated to AMS – 20 FTE

Functional/Process

Consultants


ABAP – SCP - Leonardo


BASIS / SECURITY


Certifications



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


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%


References



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:

Hacemos simple la complejidad de los negocios I

Thank You!

Hacemos simple la complejidad de los negocios

(5411) 4788-4313

www.protech.com.ar

[email protected]

María Laura Diaz

Support Manager

[email protected]

(54 11) 4788-4313

Damián Benghiat

Director - Sales & Marketing

[email protected]

(54 911) 6170-9387

Adrián Iglesias

Account Executive

[email protected]

(54 911) 6000-5573

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