Support and evolution (AMS)
SAP support and evolution (AMS): stable operations, continuous improvement.
SAP application management: user support, incidents, enhancements, authorizations, SAP PCoE, SAP Solution Manager, SAP Cloud ALM, ChaRM, and test automation.
AMS service deskThis week's tickets and changes
- 18incidents in the queue
- 7enhancements in testing
- 12approved transports
- Purchase order release error (MM)High priority
- New margin report (SD)In testing
- Access role for the auditDone
- Production transport (ChaRM)Pending approval
- customers served by the Grupo Intelsis SAP PCoE
- 400+
- the successor path for SAP Solution Manager
- Cloud ALM
- changes and transports with quality control
- ChaRM
Overview
A stable SAP today, and a better one with every change cycle.
Application Management Services (AMS) keep SAP working the way the business needs after go-live. That means user support, incident resolution, enhancements, authorization management, and updates that change processes, always with control over what reaches production.
Grupo Intelsis builds the service around a catalog defined with your team and supports the application lifecycle with SAP Solution Manager and SAP Cloud ALM: ChaRM for changes and transports, Retrofit for landscapes with dual transport tracks, and test automation for more controlled upgrades.
As an SAP Partner Center of Expertise with more than 400 customers, we take product incidents straight to SAP. We also supply SAP's training portfolio and can run your Solution Manager as a managed service during the transition to SAP Cloud ALM.
Highlights
- User support, incidents, and root cause analysis
- Enhancements in ABAP and SAP Fiori
- SAP PCoE for product incidents with SAP
- SAP Solution Manager, SAP Cloud ALM, and SMaaMS
- ChaRM, Retrofit, and test automation
Why Grupo Intelsis
Support that closes the ticket and improves the process.
From ticket to root cause
We handle the incident and the problem behind it, so the same error doesn't stall the process or flood the support queue again.
A direct line to SAP through the PCoE
As an SAP Partner Center of Expertise with more than 400 customers, we take product incidents to SAP through our SAP Solution Manager systems.
Governed change
ChaRM, Retrofit, and automated testing reduce the risk of every fix or enhancement that moves to production.
SAP Gold Partner
SAP consulting, support, licensing, and solutions from a single partner, from the first enhancement to the next upgrade.
Service scope
Eight fronts to support and evolve your SAP.
AMS covers applications and business processes. The technical platform is handled by our Basis, hosting, and operations service.
User support and incidents
Help for key users and end users, incident resolution, and root cause analysis so the same error doesn't come back.
Enhancements
Configuration changes, reports, interfaces, and ABAP and SAP Fiori development, prioritized together with the business.
Authorizations and service catalog
Role and access management plus IT service catalog requests, with approvals and a record of every request.
SAP PCoE
Product incidents escalated to SAP and followed through to resolution, for companies that license SAP through a partner.
SAP Solution Manager and SAP Cloud ALM
Implementation of ALM tools, or SAP Solution Manager as a managed service (SMaaMS) hosted by Grupo Intelsis.
ChaRM and Retrofit
Change Request Management with transport quality control, and Retrofit for landscapes that run dual transport tracks.
Test automation
Automated regression testing with Tricentis or SAP Solution Manager Test Suite, for more controlled version upgrades.
SAP training
Supply and management of SAP's training portfolio for key users, IT teams, and in-house consultants.
Change lifecycle
From request to production, traceable at every step.
The same flow applies to an urgent fix and to a planned enhancement: nothing reaches production without a record, a test, and an approval.
Request
A user logs the ticket or enhancement request, classified by impact and priority.
Analysis and build
Functional consultants and developers adjust configuration, code, or apps in the development system.
Change control
Each change becomes a change document, with linked transports and recorded approvals.
Regression testing
Automated scenarios confirm the change hasn't affected other processes before final approval.
Production and documentation
The change goes live, and the process documentation is updated in the ALM tool.
From Solution Manager to Cloud ALM
An ALM transition planned one step at a time.
SAP Cloud ALM is the successor path for SAP Solution Manager. The move can follow the pace of your landscape.
- Today
In-house Solution Manager
Infrastructure, updates, and specialized know-how, all maintained by your IT team.
- Step 1
SMaaMS
Grupo Intelsis hosts and runs Solution Manager as a managed service, so your team no longer maintains that infrastructure.
- Step 2
Transition map
An inventory of documented processes, monitoring, tests, and changes, with priorities for the migration.
- Step 3
SAP Cloud ALM adoption
Implementation, testing, and change control move to the cloud one area at a time, with a trained team.
- Destination
Cloud-based ALM
A single lifecycle for cloud and hybrid SAP solutions, run and evolved by SAP itself.
How we work
From the first conversation to continuous improvement.
Free assessment
In 30 minutes, we get to know your environment, ticket volume, and business pain points, with no commitment.
Co-designed scope
Together we define the service catalog, priorities, service levels, and approval workflows.
Transition in short cycles
We take on knowledge of the environment, document processes, and deliver enhancements in iterations with frequent validation.
Continuous evolution
Close follow-up after every major delivery, service metrics, and an enhancement roadmap reviewed with your team.
Frequently asked questions
Questions about Support and evolution (AMS)
What is the difference between AMS and the Basis service?
AMS takes care of applications and business processes: user tickets, functional fixes, enhancements, authorizations, and change control. The Basis, hosting, and operations service takes care of the technical platform: systems, database, infrastructure, technical upgrades, and disaster recovery. You can contract them together or separately.
What is the SAP PCoE, and what does it change for my company?
The Partner Center of Expertise is an SAP certification for partners that support customers who license SAP through them. With more than 400 customers in our PCoE, we log and track product incidents with SAP through Grupo Intelsis SAP Solution Manager systems, and your team deals with a single point of contact.
Do I need to move from SAP Solution Manager to SAP Cloud ALM now?
It depends on your landscape and roadmap. SAP Cloud ALM is the successor path defined by SAP and covers cloud and hybrid scenarios. We assess how Solution Manager is used today and, where it makes sense, run your system as a managed service (SMaaMS) while the transition happens in stages.
Will you take over support for an SAP system implemented by another firm?
Yes. The transition starts with a review of processes, customizations, interfaces, and open tickets. We document the environment, define the service catalog with your team, and stabilize anything critical before proposing enhancements.
How does test automation help with SAP upgrades?
Every version upgrade or major enhancement calls for regression testing of critical processes. With tools such as Tricentis or SAP Solution Manager Test Suite, those scenarios are automated and can be rerun with every change, with recorded evidence and less manual effort.
Keep exploring
Solutions that connect.
Next step
Shall we review how your SAP is supported today?
In a free 30-minute assessment, we review tickets, changes, and ALM tools and recommend the next step.