07 February 2017 / Blog
Less Strain, More Gain With Remote App Management
By: Brent Colquitt
The allure of offloading the monitoring and management of an ERP like SAP, reducing costs and avoiding the complexity of running a data center, brings us to the cloud. However, for those choosing not to move to the cloud due to regulatory conditions or other necessities, or are deferring the transition to a future date, a remote managed services program allows organizations a solution that solves skill set gaps, resource and economic constraints.
Applications managed and monitored remotely by an expert third-party services provider offers functional and technical benefits that include:
- No disruption, no migration, reduced costs — Maintain your application environment while experiencing rapid deployment of full application functionality without the internal IT strain
- Functional & Technical specialists in SAP, BW, and Netweaver — Immediate, and on-demand, experience with no internal hiring or training costs
- Leverage best practice resolutions for similar issues — Answers to most issues are already documented with plans in place
No Disruption to Users, Optimized App, and at a Reduced Cost
A complete lift and shift or new migration to the cloud would have a change window, and the right managed services partner would incur minimal disruption to end users while completing. However, you can still achieve the benefits of a less strained IT staff, optimize your existing application environment and increase adoption of application functionality with remote managed application services.
Remote resources adhere to service level agreements, leveraging other customer insights, supporting required SAP modules (business warehouse, ABAP, Basis, and Netweaver) at a fraction of your internal cost. Full time employees are not always required, remote application resources can be spread across many disciplines and are used to support many modules with expert hands on demand.
Remote management services enable greater visibility into your application and network, identifying and responding to incidents often before you realize they are occurring, getting you back up and running before you realize your system was impacted in the first place . Velocity acts as an extension of your team, while you maintain the control and access to your system.
This equates to an optimized system at all times, with on-demand access to expert resources, just a click or call away.
CUSTOMER STORY: JUST ONE CALL AWAY
One customer enjoying the benefit of remote application management is a Northeast-based steel manufacturer of custom commercial and residential building products. Its business model depends on continuous product innovation to meet changing customer demands, adhere to consistent quality assurance and provide excellent sales and service support.
As a custom manufacturer the company employs many core SAP ECC modules include Production Planning, Materials Management, Sales and Distribution, extensive Variant Configuration, Warehouse Management, Financials/Controlling and Business Warehouse. Given the level of application technology deployed across the organization, the Internal SAP support team was overwhelmed with business requests for both support and enhancements, with well over 150 tickets in backlog and growing daily.
After transitioning its entire SAP landscape to Velocity’s remote support model — maintaining control of the application on premise — and securing Velocity’s Help Desk as a Service solution, Velocity’s team dramatically reduced the ticket backlog to less than 75 with a continual decline, reaching the current steady state of approximately 15-20 open tickets.
By stabilizing support through remote services, the company’s internal SAP support team refocused 100% of its efforts on providing new, value-add enhancements for business users to gain a competitive edge, grow market share and improve satisfaction.