The competition is tough. That’s why companies today must focus on their core competencies. This is the reason why the outsourcing of IT services is increasingly regarded as a strategic issue. When customized to the individual needs of your company and professionally implemented, application management services (AMS) will maintain the quality of your SAP® systems and implementations. AMS is a cost-effective, long-term strategy that keeps your systems operating at a high level. This is exactly what we offer our customers.
ecenta has developed an AMS consulting approach that can be tailored to the needs and requirements of each customer. To achieve this, we draw upon our ten years of experience in project management. Our highly qualified staff understands the technical details of your solutions and will ensure that all service processes are carried out smoothly. Around-the-clock customer support is, of course, part of our service. When it comes to AMS, we are your ideal partner – for even the most complex systems environments that have been customized for specialized industry sectors.
At the start of a contract, we define service-level agreements (SLAs) and key performance indicators with you. This is how we ensure our high quality standards and avoid any possibility of misunderstanding right from the start. Once the contract has been signed, we strive to deliver solutions to “problem tickets” within agreed times and ensure that a qualified pool of technically experienced staff is available.
To ensure that response times are met and to answer questions or solve problems as quickly as possible, our AMS services are based on a structured, three-tier model:
» Level 1 (Front Desk)
Requests are received here, categorized, and immediately answered whenever possible. If a satisfactory answer cannot be delivered within 10% of the time agreed in the SLA, we direct the request to the Back Office team (Level 2).
» Level 2 (Back Office)
Highly specialized support staff in the ecenta AMS Service Center take responsibility for your request. If a satisfactory answer cannot be delivered within 40% of the time agreed in the SLA, we direct the request to the Competency Center team (Level 3).
» Level 3 (Competency Center)
Systems and process experts within our entire organization are there to help the AMS services team to solve customer requests. In addition, our close cooperation with SAP gives us the opportunity of getting support directly from SAP (via OSS reporting, collaboration with solution management, and the standard development teams).