T-Systems prevailed over other external applicants after a tender process and has since confirmed its status as a reliable application management partner in multiple follow-on tenders – the Ministry reviews the rendered services and issues a new call for tenders every four years.
“Shortly after taking on the SAP operation, we also took on the application management. As a result, the MdFE has a single point of contact and receives end-to-end support for SAP,” explains Timo Czajka, Service Delivery Manager at T-Systems. The major advantage: close links between application operation and application management. When changes are needed or if any disturbances occur, the expertise is practically sitting at the same table – which means the MdFE gets solutions quickly, along with consulting expertise.
Within the application management framework, T-Systems supports the MdFE with a variety of ITIL processes, including service management, incident management (operation of the ticketing system and first/second level support), and change management. “The SAP systems at the MdFE not only need the typical regular patches, such as for security, but also require other modifications. Changes to tax rates or funding programs have to be mapped in the systems at short notice,” says Czajka.
As such, application management represents the bridge between the processes at the MdFE and the technology. Most recently, in its role as applications manager, T-Systems answered questions and supported the technical and functional implementations of changes due to the state funding programs associated with the coronavirus pandemic and the war in Ukraine. “As a public sector entity, the MdFE is primarily a service provider to the citizens,” explains René Albert, the responsible sales manager at T-Systems. “As a result, our services have to be available to the employees – and thus indirectly to citizens and the political decision-makers as well – reliably at all times.” Application management does its part to achieve this goal.