Skip to main content
Contact Us
English Ireland
Customer Portal Support Call Portal Rego Support
English Ireland
Customer Portal Support Call Portal Rego Support
Contact Customer Portal
x

Overview:

Our customer, UK based software services provider for the public sector, entrusted us with full Application Management Services (AMS) ownership. The transition involved SAP ECC, BW, PO, and Content Servers running on Oracle and MaxDB databases over SUSE Linux. We transformed their unstable, reactive operations into a resilient, high-performing ecosystem.

Challenges

The customer faced operational issues impacting performance and user-trust.

Frequent incidents and delayed resolutions: The SAP landscape experienced recurring system issues leading to system instability and disrupted operations.

Lack of proactive monitoring: The absence of automated monitoring led to late issue detection and increased downtime.

Minimal transparency and low end-user confidence:  The end user had limited visibility into system leading to low end use confidence.

No Structured knowledge management or process ownership: This resulted in knowledge gap, repeated mistakes, longer resolution time.

Solution

To address the operational gaps and strengthen customer’s SAP ecosystem, we implemented a s implemented a structured, scalable AMS framework, focusing on building a sustainable AMS model to improve business continuity and enhance operational efficiency.

Seamless transition with zero disruption: Our technology experts executed a seamless transition process through knowledge transfer, shadow, and reverse-shadow phases.

Faster incident resolution: Our experts introduced streamlined ticket handling, clear escalation paths and automated workflows, achieving 25–30% faster resolution and 100% SLA compliance.

Automated monitoring: We deployed automated system monitoring mechanism to detect issue early, reducing repeat incidents by over 20%.

Knowledge Hub: Our team established a central repository for SOPs and FAQs to ensure faster issue resolution and knowledge sharing.

Simplified workflows and reports: We streamlined routine operational processes and optimised reporting formats to improve usability, enabling informed decision making.

Continuous feedback loops: We enabled structured feedback mechanism including regular stakeholder reviews and retrospective sessions fostering cross-functional collaboration.

Key Outcomes

Our team successfully developed a robust AMS model achieving the following key outcomes

25-30%
25-30%
Reduction in Incident resolution time
100%
100%
SLA compliance achieved
20%
20%
Reduction in Frequent system incidents
Improved system stability and performance.
User confidence significantly improved
25-30%
25-30%
Reduction in Incident resolution time
100%
100%
SLA compliance achieved
20%
20%
Reduction in Frequent system incidents
Improved system stability and performance.
User confidence significantly improved

Why Us

Strong transition governance ensuring business continuity

Proven SAP AMS methodology built on automation, visibility, and accountability

Focus on continuous improvement and innovation

Empowered teams trained to handle complex SAP environments efficiently

About NEC SWS India

At NEC Software Solutions India, we help enterprises strengthen their SAP ecosystem through comprehensive implementation, AMS, and modernization services. Our focus on automation, proactive governance, and continuous improvement enables organizations to achieve greater efficiency, stability, and long-term transformation. As a trusted SAP partner, we combine deep domain expertise with innovation to drive measurable business outcomes and lasting value.

To know more, email us at india.marketing@necsws.com.