NTT DATA Business Solutions
NTT DATA Business Solutions | June 22, 2023 | 3 minutes

The Evolution of SAP Managed Services

Read the blog from Scott Sweeney, Application Support Director, at NTT DATA Business Solutions, as he takes a closer look at SAP Managed Services and what to look for in an SAP Support Partner.

SAP Managed Services

The Evolution of SAP Managed Services

SAP Managed Services or SAP Application Management Services (AMS) is changing from its traditional model, and we need to evolve, transform, even trigger disruption from what we know as ticket-based, resource-based ‘fixes’.  We now need to look at new ways to support customers from the much faster-paced (& often volatile) industry, market and technology changes that we are experiencing, whether that be in the form of service-based, outcome-based or fully outsourced as some examples.

So what is AMS in the current world? It is a very viable question in this day and age.  For me it is what you as a company/business needs it to be. There is no longer a ‘one size fits all’ offering that is truly feasible. So why is that? Every company is different and many factors can come in to play – large internal team vs no internal resource, hybrid model of solutions, business objectives, industry or sector, current market, full managed services vs adhoc niche change only, automation vs manual, fixed contracts vs flexibility.

The key thing is to get the right service that fits you, not just for right now; you need to invest in a partnership that can flex services as your company evolves, but also as technology evolves. What does that mean in reality? Well the Target Operating Model (TOM) that you plan for the next 1-3 years may not be the TOM for year 5 and beyond, for instance.

What to look for in an SAP Support Partner?

So what key attributes do you need to look for in an AMS or SAP Support partner? Flexibility, relevant industry experience (including references), value-add experience (get the best of current solution), best practices, experience in all versions of SAP, the right resources at the right time in the right place …… and that is just the start, before we even start to talk cost, the future of AI in support or even the transformation journey.

Many organisations are so focused on delivering successful SAP implementations that they ignore (well maybe not prioritise) or minimise the importance of building a successful support capability.

Going live with any implementation is a transformation journey and with such an investment, every company should support this investment in the most appropriate manner. Customers should consider how they should be structured, with controlled support strategies in place that are consistently adhered to, complete with business processes, key applications and the relevant people with areas of ownership/responsibility. You may start with chaotic processes and people performing heroics, but the aim of this journey is to start to build the foundation for your support Centre of Excellence and continually build on that.

There is definitely a lot to think about. If you need to gain some initial insight into managing your SAP landscape and what you might require please feel free to reach out by completing the form.

I would also encourage you to take a look at what we offer in terms of SAP Support and AMS.


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