scope of solution
Supporting end users is a difficult task, especially if you are an SME. You may not have the necessary manpower or internal skills to provide solutions to all potential problems. In addition, constantly changing business requirements put IT departments under constant pressure to meet quality, predictability, and responsiveness requirements. We provide first-level support and work directly with your end users to continue maintenance and user support if you do not want to build an internal SAP support capability. Or we can add second-level support to your internal helpdesk and complement your existing team for complex problem solving and improvement.
The SAP Solution Manager is a state-of-the-art management platform that enables us to control the integrated support for your SAP systems and users. It gives us a central access point to your system landscape, making support more effective and streamlining problem and query management and enabling root cause analysis.
SAP Essential Business Services
Our ORBIS-AMS-Agents will support your key users in all questions and problems related to daily business in your applications and SAP applications in jointly defined processes. You are relieving your IT department, which can focus more on innovation and new business requirements. The advantage is clear! Our detailed analyses and reports provide your organisation and management with the necessary information to identify weaknesses in processes and the need for additional process know-how in the implemented application. Through targeted training and process optimisation, you will be able to continuously improve the processes of your application in your company.
In order not to miss the goal of a support agreement, our specialists make sure that no new functionalities are introduced via the support. New requirements still need to be approved and initiated by project managers via change requests. For smooth support, it is also important to identify early on whether the cause is in the software or the IT infrastructure. We also provide advice on these issues.
With "Shortcut for SAP Systems", a tool is available to help your SAP support with troubleshooting.
For training in the rollout phase, the above documents and records proved very helpful.
We rely on a combination of pragmatic training and "learning on the job" to build and document our knowledge of the required information transfer.