Cloud apps, artificial intelligence (AI), or hybrid workplaces: Digital applications are increasingly prevalent in businesses. Not only must all the applications be implemented and managed during ongoing operations, but they must also be continuously expanded and modernized to support business processes flexibly. The best way to do this is through full automation within defined SLAs to achieve the desired performance and satisfy end users.
As part of digitalization, companies' IT landscapes are undergoing enormous change. According to the Bitkom Cloud Report 20231, 56 percent of the companies surveyed plan to run more than half of their applications in the cloud over the next five years. At the same time, 70 percent of companies worldwide are already looking at how they can use generative AI – for example, ChatGPT – for their business in meaningful ways. This was revealed in a survey published in May by the market researchers at Gartner2. In addition, the coronavirus pandemic changed the way we work. Although many companies now want their employees to return to the office rather than work from home, flexible working from home or on the go remains a reality. Rightly so, as a fall 2022 study by the MIT Sloan Management Review (SMR)3 emphasizes, more than 90 percent of the employees surveyed stressed that remote work positively impacted corporate culture.
Whether cloud, AI, or remote work – end users today want the ability to access business applications anytime and anywhere. This convenience naturally includes business-critical solutions such as SAP ERP or SAP S/4HANA. However, it increases the pressure on the team responsible for SAP application management in the company enormously. They must ensure that the SAP system software functions reliably, offers excellent user experience (UX), and, thanks to continuous modernization, flexibly maps future requirements.
The success of SAP Application Management Services hinges on a professional service desk that quickly and insightfully handles user inquiries, resolves incidents, or makes desired adjustments to the application. For example, to improve the user interface or extend the functionality of the applications. The challenge: Often, companies lack personnel. They need more SAP specialists, administrators, or developers for first, second, or third-level support.