SAP Support & AMS
Application Management Services, Basis administration, incident management and sub-4-hour response SLA. Your SAP in the hands of a certified team.
ARIA powers our support with predictive incident analysis, automatic ticket classification and resolution recommendations based on historical data.
Problems we solve
An SAP without adequate support becomes an operational risk that directly affects productivity and business results.
Incidents without quick resolution
Tickets that escalate without control, response times of days and frustrated users losing productivity while waiting for a solution that never comes.
Reactive Basis administration
Late patches, undetected failed jobs, uncontrolled transports and backups nobody verifies until something critical fails in production.
Single-consultant dependency
All SAP knowledge in one person. If they resign, the knowledge leaves. No documentation, no backup, no service continuity.
No metrics or service visibility
No support KPIs, MTTR is not measured, no SLA compliance reports. Impossible to know if the service is improving or worsening.
SAP processes misaligned with business
Configurations that do not reflect current processes, accumulated workarounds and parameters nobody has reviewed since the original implementation.
Delayed updates and patches
Support packages months behind, critical SAP notes unapplied and open security vulnerabilities that expose the business.
Service capabilities
SAP Service Desk
Priority-differentiated SLA: P1 under 4h, P2 under 8h, P3 under 24h. Extended hours and 24/7 coverage.
Basis Administration
Patches, kernel updates, transport management, performance tuning, user administration and environment management.
Proactive 24/7 Monitoring
Continuous monitoring of jobs, interfaces, disk space, system performance and automatic alerts.
Multi-Module Functional Support
Support across FI, CO, MM, SD, PP, QM, PM, HCM, SuccessFactors and industry-specific modules.
ITIL Incident Management
Incident, problem and change management under ITIL framework with defined escalation processes.
Documentation & Knowledge Base
Continuous operational documentation, updated knowledge base and scheduled knowledge transfer.
Security & Compliance
Role and authorization review, SAP security note application and periodic access audits.
Monthly Reports & KPIs
SLA compliance reports, resolved tickets, MTTR, user satisfaction and continuous improvement plan.
Support Package Application
Planning and application of support packages and SAP notes with regression testing and rollback plan.
Periodic Health Checks
Quarterly system state reviews with optimization recommendations and improvement roadmap.
ARIA
SAP support powered by Artificial Intelligence
ARIA automatically classifies tickets by module and priority, suggests resolutions based on historical data, detects recurring incident patterns and predicts system load peaks. Reduces mean time to resolution by 35%.
AMS transition methodology
Operational Assessment
We assess current state: configuration, processes, historical tickets, support gaps, current SLAs and critical pain points.
Service Design
We define SLAs, service catalog, assigned team, ticketing tools, escalation processes and governance model.
Transition & Knowledge Transfer
4-6 week shadow period where our team absorbs knowledge from the current team and documents everything.
Stabilization
First 3 months of operation with intensive monitoring, process adjustment and historical backlog resolution.
Continuous Operation
Production support with monthly reports, compliance KPIs, stakeholder reviews and continuous improvement.
Optimization & Evolution
Quarterly improvement proposals, automation of repetitive processes and service evolution based on needs.
Tools and platforms
| Category | Technologies |
|---|---|
| Service Management | ServiceNow, JIRA, SAP Solution Manager, Freshdesk |
| Monitoring | SAP Focused Run, SAP EWA, Solution Manager, Zabbix |
| Basis Administration | SAP GUI, HANA Studio, DBA Cockpit, STMS |
| ITSM | ITIL v4, SolMan ChaRM, Change Management, Problem Mgmt |
| SAP Platforms | S/4HANA, ECC, BW/4HANA, Fiori, SuccessFactors |
| Security | SUIM, GRC, Security Notes, Role Administration |
| Reporting | Early Watch Alert, System Measurement, KPI Dashboards |
| Automation | SAP Automation Pilot, Scripts, Job Scheduling |
Success stories
Reference case
Grupo Villacero
We operate the SAP service desk for 3 group companies with 400+ users. Sub-3-hour first response SLA with 97% sustained satisfaction over 24 months of continuous operation.
Reference case
Ternium Mexico
Complete Basis administration of SAP landscape with 5 productive systems, quarterly support package application and proactive 24/7 monitoring with zero critical incidents unresolved within SLA.
Reference case
Metalsa
Multi-module functional support (FI, CO, MM, SD, PP) for operations in Mexico and USA. Historical backlog reduction from 120 tickets to under 15 in the first 90 days of operation.
iTechDev vs. traditional support
| Feature | iTechDev | Others |
|---|---|---|
| Contractually guaranteed SLA | Varies | |
| Proactive 24/7 monitoring | Varies | |
| Monthly reports with KPIs | Varies | |
| Backup team for turnover | Varies | |
| Implemented ITIL framework | Varies | |
| Documented knowledge base | Varies | |
| Quarterly health checks | Varies |
Deliverables
Industries we serve
Frequently asked questions
What is the response SLA?
Priority 1 (system down): under 4 hours. Priority 2 (critical process affected): under 8 hours. Priority 3 (inquiry or improvement): under 24 hours. All measured and reported monthly.
Can you take over a SAP another vendor left unfinished?
Yes. We do a 2-4 week assessment to document state, gaps and risks. Then we propose a stabilization plan with clear timeline and priorities.
What ticketing tool do you use?
We adapt to the client tool: ServiceNow, JIRA, SAP Solution Manager or any other. If they do not have one, we implement it at no additional license cost.
Do you offer 24/7 support?
Yes. We have extended hours (7x14) and 24/7 schemes for clients with critical nighttime operations or multiple time zones. The model adapts to the need.
How is service quality measured?
Monthly reports with KPIs: SLA compliance, resolved tickets, MTTR, user satisfaction, backlog and trends. Monthly review with client stakeholders.
Is Basis administration included in the service?
Yes. Basis administration is an integral part of AMS: patches, kernel, transport management, performance tuning, user admin, backups and system monitoring included.
Your SAP in the hands of certified experts
Free assessment of your SAP support state. Response in under 2 hours.