A high-performing SAP system is the beating heart of any competitive business, but its day-to-day management and optimisation risk tying up valuable in-house resources. Through a structured AMS (Application Management Service), you can delegate technical, corrective and enhancement support to a qualified partner, ensuring total business continuity.
In this guide, we will explore how the entire AMS ecosystem works, from ticket management to the organisation of a dedicated team, and why Sileron’s certified approach represents the strategic choice for transforming your ERP into the true driver of business growth.
Application Management Service (AMS): what it is and what benefits it offers to companies using SAP
In the current market landscape, digital transformation has made information systems – in particular ERP platforms such as SAP – the true driving force behind a company’s operational and strategic activities. However, the day-to-day management, optimisation and evolution of these infrastructures require ongoing specialist expertise and continuous monitoring – resources that companies often struggle to maintain entirely in-house.
In this context, Application Management Services (AMS) represent a key strategic lever. The primary objective of AMS is to ensure the operational continuity, security and efficiency of the information system, enabling organisations to focus on their core business and reduce the time-to-market for the implementation of new features.
The service’s value proposition is structured around four key areas:
Functional and technical expertise
Certified consultants with functional and technical expertise in the main SAP modules, to ensure comprehensive support.
Optimal service management
which includes rectifying day-to-day issues, responding to changing requirements and sharing knowledge of the system.
Strategic consultancy
to support organisational or technical decisions and provide recommendations for version updates.
Ongoing monitoring
to ensure continuous improvement and track customer satisfaction.
The AMS SAP team: an organisation structured to ensure continuity and efficiency
The support infrastructure provides for a clear and well-defined allocation of roles:
SAP ticket management: the AMS process from request to resolution
The resolution process follows a rigorous and traceable workflow, involving various operational levels as required. When the requester (customer) submits a request, it is taken on (support) and assessed by the Coordinator.
From this stage, the ticket proceeds to analysis/processing and subsequent resolution. The level of support can range from a support consultant (Level 1 and Level 2) up to a solution expert or a full SAP consultant (Level 3). The progress of the request is categorised according to specific and transparent statuses: Open, In Progress, Resolved and, at the end of the process, Closed.
SAP AMS Service: how application support, ticket management and evolutionary maintenance work
The service is governed by an annual subscription which guarantees a range of included services: maintaining expertise in the client’s specific context, integrating systems into the support infrastructure (incident management), use of a portal to independently monitor ticket progress, and full reversibility of the service.
Services are accessed via two types of credit:
Service Request (Ticket)
A unit of time designed for processing urgent requests, suitable for corrective maintenance support operations. The number of tickets handled varies according to the consultant’s level (junior, senior, manager, etc.).
Work Unit (WU)
An indivisible unit for more structured requests lasting longer than half a day, ideal for development support, continuous improvement or training (remote or face-to-face)
Why choose Sileron for the SAP AMS service?
The management and maintenance capabilities described are rooted in over 20 years’ experience as specialists in SAP Cloud solutions. At Sileron, we have an international presence, with operational offices in Italy, France, Spain, the United Kingdom and other overseas locations. A team of 95 qualified consultants works actively across all SAP modules.
The reliability of our offering is underpinned by top-level certifications; we are an SAP Gold Partner and hold SAP PCOE Partner status, meaning we are an officially certified AMS centre. Our high quality standards are evidenced by a telling market trend: around a third of the companies we currently serve have chosen our services to replace a previous provider.
Choosing Sileron means selecting a partner capable of supporting you in day-to-day management, reducing risks and ensuring the complete operational continuity of your SAP ecosystem
Are you looking for an AMS partner?
This article was written by Chiara Marangoni.
