The document discusses the importance of automation in SAP Application Management Services (AMS) to enhance efficiency, support new business models, and optimize costs amidst high expectations for system availability and issue resolution. It highlights the role of intelligent automation in addressing service requests, incident resolution, testing, and monitoring, suggesting that a thorough analysis of support ticket data is essential for identifying automation opportunities. The conclusion emphasizes the need for a reliable partner to implement these automation solutions effectively.

1. 1
4 Ways Automation-
Driven SAP AMS Can Help You

2. 2
Introduction
Application Management System is the pillar for your
SAP, yet surveys reveal that organizations spend a large
percentage of their IT budget on maintenance and
support.
At the same time, the increased focus on digital
transformation is leading to new business models.
To support the new processes, the IT systems must keep
pace with innovation while ensuring uninterrupted
service.

3. 3
New business models are raising the bar, and the SAP system is
expected to support and enable the latest offerings. The mantra for
success focuses on excellent customer experience, personalized
offerings, smart logistics for timely delivery,
and round-the-clock service.
Businesses demand high system availability with low disruption and
faster resolution of issues. Consequently, the expectations from
application management providers are also changing.
It is essential to focus on innovation while automating routine tasks.
The World is Changing and so does
SAP AMS Services

4. The Evolution
4
The AMS support models have been evolving over the years.
Initial models were effort intensive. As the learning curve
progressed, tasks were done faster following a documented
procedure.
Repeated resolution of similar requests and issues led to
improvement in speed. Some standardization and
documentation enabled the right shoring of resources, leading
to further savings.

5. Can Intelligent Automation
(IA) be the magic tool to
bridge this gap?
5
IA is any combination of machine learning, artificial
intelligence, and robotic process automation used creatively
to improve a process. The potential benefits of intelligent
automation are well known; however, the implementation is
slow and uncertain. Recent surveys show that targets for
continuous improvement are consistently missed.
The role of automation in the AMS model is often high on
rhetoric and low on implementation; hence, you need clarity
of vision and a clear roadmap to achieve automation-driven
SAP AMS Support.

6. How can automation Help?
6
Various automation solutions can play a crucial role in SAP
AMS support. It’s not a Swiss Army Knife - but intelligent
automation can be effective if applied
to the right use cases.
This is also referred to as value-driven SAP AMS. You need
an experienced partner who can easily help you adapt to
automation. To begin with, a detailed analysis of your
Support-ticket volumes, type, categories, and severity can
help identify the potential areas and low-hanging fruit.

7. Here are four ways in which automation
can have a crucial impact:
7
Service Requests
The analysis of service requests can identify the potential to offload some
work to the bots. Digital assistants can step in and answer simple questions
or assign requests to the right stakeholders. Bots can also trigger the
workflow for approvals before any request is processed.
Incidents
Apps that can analyze and fix fundamental issues can ease the burden of the
end user and avoid delays caused due to incorrect data or process issues.
Such self-heal apps can be built for standard SAP transactions/apps or
customized apps. Typical examples are
data-related error messages that stop the user from proceeding
and can be resolved by a bot.

8. 8
Testing
Test automation is one of the earliest initiatives. Even today,
automated testing is critical in unit testing, regression,
or performance testing. Any test automation initiative requires a robust repository of
test scripts, a data library, and discipline
for its upkeep whenever the process changes.
Monitoring
There can be a potential to automate the efforts spent in 24x7 monitoring system
health, interface programs, and background jobs. These tasks are time-consuming
and tiresome for humans. We have found that autonomous bots can execute these
tasks effectively and escalate them to human counterparts when required.

9. As business processes become digital, there is a need to drive innovation in
SAP to support them. Optimizing the cost of keeping the lights on and
diverting them to innovation is imperative, and IA
can play a significant role in driving this optimization. However, you need a
trusted partner to analyze your system data and recommend and implement
the right solutions. There are various use cases in
SAP monitoring, testing, resolution of incidents, and service requests.
A ready repository of solutions and bots can expedite your
automation-driven SAP AMS support.
As a leading SAP consulting services partner, Jade offers a comprehensive
set of services coupled with business process
expertise that enables you to create an Intelligent Enterprise.
9
Conclusion

10. 10
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11. 11
Headquarters
1731 Technology Drive, Suite 350
San Jose, CA 95110, USA
Phone
+1-408-899-7200
Email
info@jadeglobal.com
Website
www.jadeglobal.com
USA I CANADA I UK I AUSTRIA I INDIA
www.jadeglobal.com
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