SAP Support Services & Application Management
Digital transformation is a journey of continuous improvement — not a project with an end date. Managing and enhancing SAP S/4HANA, SAP Business One, SAP BTP and SAP Cloud applications demands skills that are expensive to keep entirely in-house and difficult to keep current. 2iSolutions' ITIL-based Application Management Services act as an extended arm of your IT function — handling incidents, changes, enhancements and co-innovation so your team can focus on business priorities rather than system management.
How our Application Management Services help — in numbers
We work as an extended arm of your IT function and manage SAP applications like well-oiled machinery. Here are the outcomes clients consistently report.
What our SAP AMS engagement covers
Our AMS practice goes beyond technical support — we also support change management and provide advisory guidance on what needs to be done and how. We don't just respond to tickets; we help you run and continuously improve your SAP landscape.
Incident Management
Issues triaged, prioritised by severity and resolved within defined SLA windows — with root cause documentation preventing recurrence rather than just closing the ticket. Response and resolution tracked against agreed metrics.
Change & Enhancement Management
Business requirements converted to structured change requests — analysed, estimated, reviewed and delivered. High ROI enhancements prioritised over low-value changes, keeping the SAP landscape aligned with evolving business needs without accumulating technical debt.
System Health & Availability
Proactive monitoring of system performance, batch job schedules, interface health and data quality — identifying issues before users report them. High system availability maintained through structured change management and tested transport procedures.
User Support & Training
End-user support for SAP queries, process guidance and system usage — reducing the IT team's burden of first-level user queries while ensuring business users get accurate, timely answers. Training delivered as needs evolve.
Governance & Authorisation Management
SAP authorisation management, role review, segregation of duties checks and audit support — ensuring access controls remain appropriate as organisations change and that audit findings don't repeat year on year.
Co-Innovation & Process Improvement
Beyond run-the-business AMS — identifying and delivering system innovations that improve business controls, decision quality and operational efficiency. We treat continuous improvement as a built-in AMS deliverable, not an optional extra.
Five-stage AMS methodology — from evaluation to co-innovation
Our ITIL-based AMS methodology ensures a structured, non-disruptive transition to managed services and a clear operating model from day one. Each stage has defined outputs, not just activities.
Evaluation
Understanding your landscape before committing to a scope — so the engagement is sized correctly and the right skills are allocated from the start.
- Assessment of needs, challenges and current pain points
- Identification of gaps, issues and goals
- Module and functional coverage mapping
- Project management, risk management and KPI definition
Onboarding to AMS
Establishing the operating model before taking on responsibility — not learning it under the pressure of live incidents.
- Engagement model and project organisation established
- ITIL-based processes for incidents, service requests and change requests
- Ticketing system, SLAs and escalation paths agreed
- Metrics, measurements and reporting cadence set
Transition
Knowledge transfer done properly — ensuring the team managing your system understands it, not just the surface level.
- Study of existing documentation and functional specs
- Knowledge transfer from incumbent team or IT department
- Reverse knowledge transfer — verifying understanding
- System landscape documentation updated and baselined
Steady State
Full AMS service delivery at agreed SLA levels — predictable, measured and continuously reported.
- SLA achievement >98% for response and resolution
- High system availability maintained
- Demand managed and stakeholders kept informed
- Application governance adhered to on every change
Co-Innovation
Steady-state AMS is the floor, not the ceiling — the engagement is designed to continuously improve, not just maintain.
- Continuous process improvement initiatives
- High ROI enhancements identified and delivered
- System innovations that improve decision quality
- Business controls strengthened through better system utilisation
What this means in practice
The five stages mean your team isn't managing a handover under fire. Evaluation and onboarding happen before live responsibility transfers. Transition is verified, not assumed. Steady state is measured against pre-agreed SLAs — not estimated in monthly review meetings.
Co-innovation means the system gets better over time, not just maintained at the level it was handed over. Clients who have been with us for 3+ years have SAP landscapes that are meaningfully more capable than when they started the engagement.
Coverage across the SAP stack
- SAP S/4HANA (all modules)
- SAP Business One
- SAP BTP & Cloud Platform extensions
- SAP Analytics — BW, BusinessObjects, SAC
- SAP SuccessFactors
- Custom developments & Z-programmes
- Third-party integrations with SAP systems
What managed SAP support means for the business
Stable, Predictable Systems
Non-disruptive changes, structured testing before every transport and predictable delivery timelines — so business users trust the SAP system rather than working around it.
Reduced Operating Costs
ITIL practices, knowledge management and structured change management reduce the cost of operating SAP — clients have witnessed up to 40% reduction in operating costs. The Lava International engagement delivered 30%.
High Application Governance
Every change to the SAP system follows a defined approval and testing process. Authorisation management ensures access controls remain appropriate. Audit findings don't repeat because the root causes are addressed.
IT Team Focus on Business Value
When routine incidents and user support are handled by the AMS team, your IT managers focus on strategic initiatives — not on firefighting system issues or answering first-level user questions all day.
Collective Decision Making
Change management is a persistent challenge in organisations. We make it simpler through analysis, structured presentations and facilitated collective decision making on conflicting requirements — rather than leaving conflicts unresolved.
Innovation Platform, Not Just Maintenance
Our AMS practice is designed to enable innovation, not prevent it. Co-innovation is a built-in stage — continuous improvement, high-ROI enhancements and new capabilities delivered as part of the managed service.
SAP AMS for Lava International — 30% operating cost reduction
Lava International is one of India's leading manufacturers of mobile phones and accessories. 2iSolutions manages their business applications through an ongoing SAP AMS engagement — covering incident management, change request delivery, system health monitoring and continuous improvement across their SAP landscape.
The engagement operates through the same five-stage ITIL-based methodology — Evaluation through to Co-Innovation — with performance measured against agreed SLAs and co-innovation outputs tracked as a formal deliverable alongside run-the-business support.
Also on AMS: CPL Canada (pharma) — 42% operating cost reduction through 2iSolutions AMS. ASF Infrastructure (real estate) — ongoing SAP landscape management. L T Foods (agri-CPG) — 20% reduction in development cycle time through AMS and enhancements.
ITIL-based AMS that goes beyond the help desk
Our AMS practice covers SAP S/4HANA, Business One, BTP, Analytics and SuccessFactors — giving clients a single managed services partner across their entire SAP landscape rather than managing separate support arrangements for each product.
SAP support services: frequently asked questions
What is SAP Application Management Services (AMS) and how is it different from a help desk?
A help desk answers questions and closes tickets. AMS manages the application as a system — handling incidents, changes, enhancements, system health, authorisations and continuous improvement through a structured, ITIL-based operating model. The difference shows in the outcomes: AMS clients reduce operating costs and see system capability improve over time; help desk clients just get their tickets closed.
What does 2iSolutions' ITIL-based AMS methodology cover?
Our methodology has five stages: Evaluation (understanding the landscape before committing), Onboarding (establishing the operating model), Transition (structured knowledge transfer from the incumbent team), Steady State (SLA-governed AMS delivery at >98% achievement), and Co-Innovation (continuous improvement and high-ROI enhancements as a built-in deliverable). Each stage has defined outputs, not just activities.
Which SAP systems does 2iSolutions provide AMS for?
We provide AMS for SAP S/4HANA, SAP Business One, SAP BTP and Cloud Platform extensions, SAP Analytics (BW, BusinessObjects, SAC), SAP SuccessFactors and all associated custom developments and third-party integrations. Clients with multiple SAP products benefit from a single AMS partner managing the entire landscape rather than separate arrangements for each system.
How does 2iSolutions handle the transition from an existing support team or vendor?
Transition is a formal stage with defined activities — documentation review, knowledge transfer from the incumbent team, reverse knowledge transfer to verify understanding, and baseline documentation update before taking live responsibility. We don't assume knowledge from a handover document; we verify it. This prevents the "first month incidents" that poorly managed transitions cause.
What SLAs does 2iSolutions commit to for SAP support?
SLAs are defined collaboratively during the onboarding stage based on your business criticality requirements — typically differentiating between critical, high, medium and low severity incidents with appropriate response and resolution windows for each. Across our AMS engagements we achieve >98% SLA compliance, and this is measured and reported, not self-assessed.
What is "co-innovation" in the context of SAP AMS?
Co-innovation is the fifth stage of our AMS methodology — it recognises that running SAP well is not the same as getting maximum value from SAP. Co-innovation means continuously identifying and delivering system improvements: process enhancements, new report capabilities, integration improvements and smarter use of SAP features that exist but aren't being used. Clients who engage us for 2–3+ years see meaningful capability improvements, not just stable maintenance.
Looking for SAP support that goes beyond the help desk?
Whether you need AMS for SAP S/4HANA, Business One, BTP or SuccessFactors — or want to understand what a transition from your current support arrangement would look like — a conversation costs nothing and takes 30 minutes.