SAP AMS - Application Management Services
An important part of maintaining an SAP system is its continuous adaptation to user needs. Through its application management services – SAP AMS, Hicron develops SAP software, resolves issues that arise in day-to-day work, and provides advisory support by identifying potential directions for system development so that SAP can support clients’ businesses even more effectively.
Just a decade ago, application management services (AMS) were associated primarily with keeping the system up and running: fixing errors and minimizing downtime. Today, in the era of digital transformation and growing business demands, the role of AMS has changed significantly. Application management services have become a strategic element of SAP system development, extending far beyond technical maintenance (SAP Maintenance).
As part of its AMS services, Hicron not only resolves incidents and carries out development work, but also provides advisory support, identifying directions for system development that will allow SAP to support our clients’ business objectives even more effectively. We help users take fuller advantage of the system through training, instructions prepared at the client’s request, and consultations with our experts.
The Hicron AMS team consists of nearly 100 specialists dedicated exclusively to support services. Thanks to such a large and well-organized team, each client request can be handled by an expert specializing in the relevant area, resulting in high-quality and effective support backed by the consultants’ extensive experience across different industries.
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Complete guide to SAP AMS – free e-book
If you would like to deepen your knowledge of SAP AMS, we have prepared a free e-book for organizations that want to maintain the highest possible efficiency and performance of their SAP system. The guide covers key topics: when to engage an AMS partner, how to choose the right collaboration model, and how to reduce operational risks. It also includes guidance on preparing safely for a migration to SAP S/4HANA. A well-designed AMS model is about more than handling requests. Reliable system support affects the continuity of system operation, security, the pace of change, and the quality of collaboration between IT and the business. Download the e-book for free and see how structured application management can become a real driver of organizational growth.
Services offered
Our application management services cover three main service types, with each request handled according to a clearly defined process designed to ensure efficiency and effectiveness.
The client reports an issue or need through the Hicron Service Desk – our proprietary customization of Jira Service Management. The Service Desk team analyzes the request, assigns the appropriate category and priority, and then routes it to the right team of specialists, saving time for users on the client side.
Our AMS team distinguishes three categories of requests:
Incident
According to the ITIL® methodology used at Hicron, an interruption to system operation that disrupts the client’s business processes and requires immediate intervention.
Service request
A request for consultation, training, instructions, or another form of support from SAP consultants when the system is operating correctly but the client needs an analysis of how specific functions or programs work.
Change quote request
A request to estimate the cost (calculated in specialists’ working hours) of development work in the client’s system. Once the quotation is accepted, the changes are implemented in the development system, tested in the client’s test environment, approved by the user, and deployed to the production system.
Every request, regardless of its assigned category, is handled with the utmost attention to quality, timeliness, and compliance with the agreed SLA requirements. Once the solution has been implemented, we carry out testing and verification, and the client receives a detailed report summarizing the actions taken.
The Hicron AMS team provides development services across all SAP modules and products:
Hicron Service Desk – request handling system
To minimize the time required to accept and process requests, Hicron has developed a proprietary service request handling platform based on Atlassian tools. It can be used not only to report issues but also to monitor their progress and SLA compliance. The Hicron Service Desk (HSD) system is secure and efficient, while the overview of service requests (both open and closed) is clear and transparent.
Every person designated by the client is authorized to use the HSD platform. After logging in, the user can select the appropriate request type for their query. In the next step, they describe the type of support required and select the SAP system module to which the request relates.
Once submitted, the request is sent to the Service Desk. Consultants verify whether it concerns application management services, SAP Maintenance, or remote system administration (BASIS) contracts and forward it to the appropriate team. Every action taken by a consultant as part of a request is recorded on the platform. At any time, the client can check the current status of the work and contact the consultants handling the request. Once the service has been completed, the consultants prepare documentation and send it to the client.
Service Level Agreement (SLA)
The SLA precisely defines the time within which Hicron undertakes to handle a reported incident. This covers both restoring full system operation and preparing a temporary workaround that allows the client to continue business processes without interruption.
Resolution time for a request depends directly on its priority: the higher the priority, the shorter the response and repair time. These parameters are agreed individually with the client when the contract is signed and reflect the actual criticality of individual business processes. For critical-priority incidents, additional time is allocated to prepare a workaround – a temporary solution that does not fully eliminate the root cause of the error but allows the system to remain operational until a permanent fix is implemented.
Through the proprietary HSD platform, the client has continuous visibility into two key metrics:
- first response time – measured from the moment a request is submitted until it is verified by a consultant,
- resolution time – measured from acceptance of a request until the incident is actually resolved.
The Hicron AMS team operates under a guaranteed 95% service level within the 08:00-17:00 service window. It is worth noting that SLA terms apply only to incidents. Hicron consistently meets the agreed deadlines, achieving an SLA compliance rate of 99.8%, making the service one of the most effective on the market.
How do we work at Hicron?
The way we organize our work has a direct impact on the quality and effectiveness of the services we provide. Below, we outline the key elements of our collaboration model, which provide clients with efficient support, predictable communication, and full control over the work being carried out.
Service window
At Hicron, we work during the same hours as our clients. When signing the contract, we agree with the client on the hours during which system support and consultant availability are required. These hours usually coincide with the client’s work shifts, but support can also be provided 24/7 or during other specified hours.
Emergency number
Hicron provides its clients with a dedicated 24/7 emergency number to call in the event of a sudden, serious failure. This allows the incident to be reported immediately and support to be provided without delay.
Service Delivery Executive
A Service Delivery Executive is a strategic partner to the client, combining operational, communication, and advisory expertise to ensure the consistency, quality, and effectiveness of Hicron’s services. Their work directly contributes to client satisfaction, operational stability, and the business value of the collaboration.
The role of the SDE (Service Delivery Executive)
A Service Delivery Executive is a strategic partner to the client, combining operational, communication, and advisory expertise to ensure the consistency, quality, and effectiveness of Hicron’s services. Their work directly contributes to client satisfaction, operational stability, and the business value of the collaboration.
Clients that use the SAP system extensively can opt for support from an SDE – a dedicated service manager who oversees the contract and handles all requests submitted by the client. The SDE builds and coordinates the team, personally oversees all work performed, regularly reports on request status, and monitors the budget for the work being carried out. In other words, the SDE acts as the Single Point of Contact – one contact point that eliminates communication chaos.
Having an SDE delivers tangible benefits for the client:
- Single point of contact – consistent communication. Fast answers to questions, clear information on the status of services and projects, and a transparent escalation path, regardless of how many teams are involved.
- Proactive service management. The SDE monitors service quality and compliance with the SLA, enabling active collaboration in resolving issues and making service delivery more predictable.
- Resource and cost optimization. By allocating consultants efficiently, the SDE ensures better use of the client’s budget and aligns the right skills with current business needs.
- Strategic support. The SDE participates in planning the development of services and projects, advises on IT and SAP best practices, and initiates the implementation of innovative solutions.
- Transparency and control. Regular status meetings, reports, and documentation give the client full control over service delivery and enable effective auditing.
The greatest benefit of working with an SDE is having a dedicated contact with in-depth knowledge of the client’s system and extensive expertise in SAP products. This enables companies to build long-term development plans for their system based on Hicron’s expertise, while the SDE identifies needs and proposes solutions that support their business operations.
State-of-the-art protection – AI Governance
The growing use of AI solutions in corporate environments introduces new categories of operational risk that require a structured approach to managing the security of SAP systems. The Hicron AMS team addresses this area in a responsible and methodical manner by analyzing potential threats associated with AI integration, assessing their impact on business continuity, and implementing control mechanisms compliant with ISO/IEC 27001 and TISAX. These activities are carried out within a consistent collaboration model in which the Service Delivery Executive oversees the client environment’s compliance with the adopted governance standards, while a dedicated team of specialists monitors and responds to evolving risks. This approach allows organizations to benefit from the opportunities offered by AI while maintaining full control over the security and stability of the SAP system.
Three billing models
Depending on their needs and preferences, Clients can choose one of three contract types: Time & Material, Flat Rate, and Fixed Price.
Time & Material – a framework agreement under which specific items are billed, for example each hour of a consultant’s work.
Fixed Price – an agreement based on a fixed monthly fee, under which consultants handle requests within a prepaid budget.
Flat Rate – an agreement based on a fixed monthly fee, regardless of the number of incidents and requests.
Time & Material
Fixed Price
Flat Rate
Benefits of working with Hicron
Choosing the right AMS partner is critical to business stability, performance, and growth. Below, we outline the criteria worth considering when selecting an application management services provider and explain how Hicron meets them.
Operational maturity
We work with both local and international companies across many industries: automotive, the public sector, cosmetics, telecommunications, and others. The average consultant on our team has 6 years of experience, while Service Delivery Executives have more than 10 years.
Measurable service quality metrics
Hicron’s SLA compliance rate reaches 99.8%. The Hicron SD request handling platform enables ongoing monitoring of task progress, so the client always knows the current status of their request.
Service team seniority
Employee turnover in the application management team is very low, at 2-3%. We build stable support teams for our clients, each overseen by a dedicated Service Delivery Executive, which minimizes delays caused by the need to learn the client’s business or SAP system structure.
Security
We operate in accordance with ISO/IEC 27001 and TISAX, and all key members of the AMS team who handle requests hold the relevant ITIL® certifications.
Cost modeling
The contract type, scope of cooperation, and SLA levels are agreed individually with each client, allowing them to be tailored to the company’s specific needs.
Collaboration and culture
At Hicron, application management services are provided by consultants other than those working on system implementations, so there is no risk of them becoming unavailable due to other commitments. As an international company, we support clients in Polish, English, and German.
Global reach
Hicron supports companies around the world, delivering solutions tailored to different sectors and markets. This allows us to help businesses grow on a global scale.
Vendor endorsement
Hicron is authorized by SAP, confirming that the services we provide comply with the vendor’s requirements. Solutions designed by our team meet SAP’s stringent quality standards, ensuring reliability and full compatibility with the client’s SAP environment.
Would you like to know more? Find out what you can expect from your cooperation with Hicron in terms of SAP system support and maintenance!
FAQ
What is SAP Application Management Services?
SAP Application Management Services are services offered in the form of outsourcing by SAP partners/service providers in order to manage, maintain and provide other SAP services. The scope of the SAP AMS contract is defined by the customer, depending on the implemented scope of the SAP system, the company’s development needs and plans, system versions, number of business units, etc. The SLA levels are also defined by the customer together with the service partner. Alternatively, instead of using SAP AMS services delivered by external partners, some companies build their own SAP support teams consisting of SAP specialists in desired areas. In case unique competencies (like Automotive, Real Estate Management, PaPM) are needed, companies search for SAP partners who deliver either full support or guarantee support only in the requested niche area.What does SAP Application Management Services do?
Services offered within SAP Application Management Services can range from on-demand services, through full outsourcing of the application support, to managed cloud services. Among services offered as AMS there are ongoing user support in fulfilling daily tasks in the SAP systems, change requests, minor SAP projects, upgrades, simple rollouts, application enhancements. In case of larger projects, like upgrades, rollouts, building SAP extensions, apart from support in the functional areas/modules of the SAP system, it is worth to consider ABAP/Basis support. At Hicron we offer SAP AMS services at the highest level, which is confirmed by our international customers and SAP SE, for whose customers we deliver SAP AMS services as a subcontractor.What does AMS stand for in SAP?
AMS Services help companies bring more value from their SAP solutions, by training users, developing the SAP system, responding to current queries, and solving problems. A good SAP AMS partner will understand the customer’s SAP system and know very well its features, enhancements, and obtained licenses. Based on this knowledge, SAP AMS partners will be able to show the best (in terms of effectiveness and costs) solution to the occurred problem or development plan. At Hicron, within our SAP AMS team, we have the crucial role of Service Delivery Executive. SDE is a dedicated supervisor who handles a given contract and, at the same time, deals with all requests from their client. As a single point of contact, they report the requests’ status periodically and watch over the budget and quality of the work carried out.
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