A dedicated, personal service manager, certified to ITIL standards, is available as a central contact partner to our customers. In addition, a dedicated core team with fixed rules on substitution is provided.
Customer-individual Service Design Package
Together with your service manager we define and document your individually agreed service processes and service level agreements in your service design package, thereby ensuring the effective provision of services.
ITIL-based incident, problem and change management
Clearly defined processes in ticket handling and also documentation including corresponding reviews guarantee you sustainable quality assurance.
Professional Service Desk
Our service desk is a single point of contact for handling and documenting your service requests and error queries. International support teams ensure 24/7 customer care as required. Faults, problems and maintenance requirements are captured in a centralized ticketing system.
Flexible Service Levels
We agree flexible, specific service level agreements (SLAs) that fit your needs and your budget. You can choose between gold, silver and bronze levels and combine these within a single agreement. This way, for example, you can place the emphasis on security aspects for business critical applications and, at the same time, on budgetary aspects for supporting applications.
Fixed price and/or effort-based agreements
Together we will work out a price model based on a flexible combination of basic charges and services charged at cost as provided. Larger changes and projects are delivered on the basis of transparent agreements at a fixed price or based on effort. This way we make a design of budget possible that accounts for both the optimization of “budget security” and “cost optimization”.
Detailed ticket statistics
Our individually designed ticket statistics give you detailed information on tickets. Together we regularly analyse these statistics and work with you to develop indicators for the optimization of your processes and thereby for the reduction of your costs.
Monthly reports (EWA)
Our SAP hosting customers receive exact information on system status, performance, configuration, system operation etc. in a regular monthly report (Early watch alert) and therefore the possibility of controlling the service levels agreed with us. This way, and together with you, we can detect potential problem areas early and avoid bottlenecks.
Ticket-based analyses and recommendations
Increasing numbers of tickets with the same content are an indicator of the potential for optimization. Our ticket-based evaluations support anticipatory analyses and provide indicators for how you can continuously further develop and optimize your processes, systems and applications.
The creation of concepts
In the context of our service management provision we are your partner for strategy and technology and support you with the creation of concepts for your business – from business processes over the specialist concept right up to the detailed technological design. Naturally the service manager is your contact partner if your needs develop and your business changes. They accompany you at every step of the change management process– whatever plans you have. Re-structuring, upgrades, migrations, growth.
Project management and realization
On request we will handle the project management function for you in the realization phase. This way we guarantee that the defined timeframes and the budget planned for will be kept to, the known risks will be minimized and the value of your investment optimized. Naturally, our project management methods are based on recognized standards such as PMI or Prince2.
Accompanying change management
We take a broader view and know that when significant change occurs corresponding change management processes going beyond technical aspects are also required by the organization. As an interface to other specialist departments we initiate activities relating to change management (for example the initiation of training and communication measures as required)