Cloud apps, artificial intelligence (AI) or hybrid workplace: Digital applications are increasingly taking over businesses. Not only do the applications all have to be put into operation and managed during ongoing operations, but also continuously expanded and modernized in order to flexibly support business processes. The best way to do this is through full automation within defined service level agreement (SLA), so that the desired performance is achieved and end users are satisfied.
As part of digitalization, the IT landscape inside companies is 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 a meaningful way. 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 come back 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: According to the study, more than 90 percent of the employees surveyed stressed that remote work had a positive impact on the corporate culture.
Whether cloud, AI or, remote work – end users today want to be able to easily access business applications anytime and anywhere. This naturally includes business-critical solutions such as SAP ERP or SAP S/4HANA. This increases the pressure on the team responsible for SAP Application Management in the company enormously. It must ensure that the SAP software functions reliably, offers excellent user experience (UX) and, thanks to continuous modernization, flexibly maps future requirements.
The success of SAP Application Management 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 SAP applications. The challenge: Often, companies simply lack personnel. They do not have enough SAP specialists, SAP administrators, or SAP developers for first, second, or third level support.