SAP S/4HANA Managed Services
An ITIL-based Application Management Service that works like an extended arm of your IT function — covering functional, technical and Basis support under a single SLA, so your team can focus on the business instead of keeping the system alive.
Run like a well-oiled machine, not a queue of unrelated tickets
Keeping the skills to manage and enhance SAP S/4HANA fully in-house, and fully current, is a genuinely difficult ask for most IT teams — on top of managing demand, prioritising requests, and keeping pace with what the business actually needs next. Our AMS goes beyond reactive technical support: we work as an extended arm of your IT function, advising on what should change and how, not just fixing what broke.
The whole engagement runs on ITIL-based business processes for incidents, service requests and change requests — the same structure that lets us guarantee SLA response and resolution compliance above 98%, not just aim for it.
Evaluation
A thorough assessment of your needs, gaps and required functional coverage, plus defined KPIs and metrics before engagement begins.
Onboarding
An ITIL-based engagement model is established for managing incidents, service requests and change requests, with metrics to track delivery.
Transition
Existing documentation is studied and knowledge transferred from the incumbent team, with landscape documents updated along the way.
Steady State
SLAs met above 98% of the time, with well-managed demand, stakeholder satisfaction and continuous process improvement.
Stability, cost-effectiveness, governance
Built-in mechanisms ensure policy around application changes and authorisations is fully adhered to — not assumed.
Module expertise that understands your actual configuration
Tickets land with consultants who understand how your specific business processes were configured, not a generic SAP knowledge base article.
Finance & controlling (FI/CO)
Configuration support across GL, AP/AR, asset accounting and cost centre/profit centre structures.
Sales & distribution (SD)
Pricing, order management and document flow issues resolved against your actual configuration.
Materials management (MM)
Procurement, inventory and valuation configuration support across your purchasing process.
Production planning (PP)
BOM, routing and production order configuration support, scoped to how your shop floor actually runs.
Master data & reporting
Master data quality issues and standard reporting configuration handled as ongoing maintenance, not one-off fixes.
Workflow & approval changes
Approval chains and authorisation limits adjusted as your organisation structure evolves.
Custom code, interfaces and extensions, kept working and kept clean
A structured onsite-offshore methodology covers enhancements, integrations and the technical layer underneath your functional configuration.
ABAP development & enhancements
Custom reports, enhancements and Z-developments maintained and adapted as the system evolves.
Fiori & UI5 applications
Role-based Fiori apps and custom UI5 developments kept current and bug-free.
Integration & interface support
Point-to-point integrations and middleware connections monitored and fixed before they become a business problem.
SAP Cloud Platform / BTP extensions
Extensions and bolt-on applications kept aligned to core upgrades, not left to drift out of sync.
Test & release coordination
Custom code regression-tested against every SAP patch and quarterly release before it lands in production.
Documentation & technical handover
Every custom build documented, so a fix or enhancement doesn't depend on one person's memory.
The infrastructure layer underneath everything else
System monitoring, patching, transports and database administration — managed end to end across the landscape, not just the application on top of it.
System monitoring
Performance, availability and job status tracked continuously, not discovered after a user reports it.
Patching & transports
Support packages and transport management handled on a planned, tested cadence.
User & role administration
Access provisioning and authorisation roles managed against your actual organisational structure.
Backup, DR & HANA admin
Database administration, backup scheduling and disaster recovery readiness for the HANA layer.
A system that's live isn't the same as a system that's fast
Performance issues compound quietly — a slow report here, a long-running batch job there — until they're a daily complaint nobody's actually addressed.
Query & report tuning
Slow-running reports and queries diagnosed and tuned at the source, not patched with caching workarounds.
Batch job optimization
Job scheduling and runtime reviewed as transaction volume grows, not left on settings from go-live.
Capacity planning
Resource and licensing capacity reviewed ahead of growth, not reacted to once it's already a bottleneck.
Root-cause analysis
Recurring performance complaints are traced to a root cause and fixed once, not re-opened every quarter.
HANA database tuning
In-memory database performance kept aligned with actual data volume and usage patterns over time.
Periodic health checks
Scheduled reviews catch performance drift before it becomes the next incident ticket.
Every request goes through the same disciplined path
Incidents, change requests and service requests all enter through a single Service Desk, classified and routed by the same consistent process.
Log & classify
Every request is logged via the Service Desk and classified as an incident, change request or service request.
Assess severity
Impact is reviewed against your contract, SLA and key users before the SLA clock is confirmed.
Assign & diagnose
The ticket is routed to a core team consultant who understands the affected area of your landscape.
Resolve & close
Resolution is logged against your system's change history, so the next ticket starts with more context, not less.
Not every change carries the same risk
Changes are classified by potential impact on production, with approval levels matched accordingly.
Response and resolution times tied to actual business impact
Severity is set by what's actually at stake, not by who shouts loudest — and the SLA clock follows from there.
Critical (Sev 1)
Production down or a core business process completely blocked. Highest-priority response, escalated immediately.
High (Sev 2)
A significant process is degraded or partially blocked, with a workaround available but not sustainable.
Standard (Sev 3)
A non-critical issue, cosmetic defect, or enhancement request with no immediate business impact.
Your business doesn't run in one time zone, so support shouldn't either
For systems that genuinely can't go dark — global operations, customer-facing processes, multi-shift production — round-the-clock coverage means a critical incident gets a response at 3am as reliably as it would at 3pm.
How a leading mobile phone manufacturer cut operating costs by 30%
Lava International is one of the leading manufacturers of mobile phones and accessories in India. 2iSolutions manages their business applications under an ITIL-based AMS engagement, which helped reduce their operating costs by 30%.
Outcome reported by 2iSolutions for Lava International's AMS engagement.
Tired of being the first line of defence for your own ERP?
Tell us your current support setup and SLA pain points — we'll show you what an ITIL-based AMS engagement would actually look like.