Why you should outsource the operation of your SAP applications

Even short downtimes of the IT infrastructure cost companies real money. Ensuring the smooth operation and continuous development of business applications is an indispensable prerequisite for lasting business success. Such Application Management Services (AMS) are particularly important for SAP applications, as they often map business-critical processes.

Put the operation of your SAP applications in the hands of specialists

The IT dilemma

Conscientiously fulfilling these tasks takes a lot of time and requires extensive specialist know-how. In other words, they tie up valuable resources in the company’s own IT department. Companies find themselves in a dichotomy: On the one hand, IT is supposed to ensure functioning user support and the operation of SAP applications. On the other hand, it is their task to ensure the company’s competitiveness with the help of innovations and new technologies. Experience has shown that, when in doubt, day-to-day business tends to take precedence, with the result that strategic, future-oriented issues are neglected.

Outsourcing as an attractive option

Companies can outsource the support and operation of SAP applications in order to relieve the burden on their own IT and create scope for innovation and value creation. With regard to Application Management Services, various forms are conceivable – depending on the role and self-image of the company’s own IT department.

If the operation of applications is one of the core tasks of IT, the most sensible scenario is a pure AMS replacement service provided by an external service provider in the event of vacation, illness or other absences of IT staff. If, on the other hand, IT is expected to contribute to the company’s value creation by driving innovation and strategic issues, complete outsourcing of Application Management Services is recommended.

Combining Application Management Services according to need

Various services are bundled under the term AMS, which can be put together individually according to a company’s requirements. Incident management involves the elimination of temporally non-critical error situations and the operation of SAP applications without complications. The implementation of adaptations and enhancements ensures the continuous further development of the applications. Urgent tickets are handled with high priority, as their goal is to restore the system as quickly as possible. Other conceivable services are “Expert on demand”, which includes telephone support and first aid for system problems, as well as assistance with the installation of updates or upgrades.

On a time and material basis or with a fixed monthly price

Regardless of the exact scope of AMS services, companies always have access to the technical know-how and technological expertise of experienced support specialists. As a rule, the billing models to choose from are the effort-based Time & Material (T&M) and Service Level Agreements (SLA). Due to the contractually guaranteed response and processing times, companies benefit from rapid problem resolution, including root cause correction.

Conclusion: Reduce costs, increase availability

Application Management Services increase the stability and availability of SAP applications. Companies have the certainty that errors are resolved effectively and quickly, and can concentrate on their core business. At the same time, they reduce operating costs with the help of AMS. In the medium to long term, outsourcing the operation of business-critical SAP applications involves considerably less financial outlay than the barely calculable risk of sensitive disruptions to business operations.