Application maintenance and support services are recognized by the acronym AMS (Application Management Services), which identifies all services provided for:
- Manage an SAP system already in production for a specific company;
- Provide support to solve problems that may arise.
Services are provided by a pool of people with application/technical skills who can take charge of the system and manage its day-to-day operations, stability and evolution.
The technical annex that is the subject of the bid will detail the overall process of the ERP-SAP Application Management service.
The type of application maintenance services tend to be divided into:
- assistance;
- corrective;
- adaptive;
- developmental.
Note: These types of services are then harmonized based on Customers’ requests and needs and then adapted and modified according to the contracted Service; the same happens for tools and methodology, which may undergo variations/adaptations based on Customers’ “enviroment and context”.
Application and corrective support services are considered “core services” while adaptive and evolutionary may have a connotation of “complementary services“. Technis Blu’s offering is structured to provide service excellence and covers all service needs and requirements but is extremely malleable and adaptable to specific Customer requirements such as:
- Ticket management mode (acquisition, management steps, etc. etc.);
- tools to be used and reports to be issued (time and manner);
- Type of services (Level 1, 2 and 3);
- Contractual SLAs (planned and unplanned);
- organization and standards;
- service hours.
These indications show that it is the contracts that drive the service and its quality, considering one constant: the goal of Customer Satisfaction.
The tendential business organization of Technis Blu S.p.A. that follows this service is represented by the figure below:
