SAP Support

Tomorrow’s SAP Support Delivered Today

Take your SAP Digital Journey from Strategy to Project to Support and SAP Managed Services

SAP Support Provides the Foundations for your SAP Journey

Selecting your SAP Support partner isn’t always as simple as comparing support services, service levels and prices. When selecting your strategic SAP Support, and potentially broader Managed Services Partner, there are multiple facets that should be considered in order to provide confidence that you’ve made the best and most appropriate choice.

From your journey to S/4HANA, the impact of connected Clouds, Analytics, relevant Industry Expertise, and of course, the interconnection of the SAP Support service itself with your SAP Roadmap, you need an engagement model that demonstrates a true understanding and appreciation of your business, one that is founded upon a common goal of helping you get the best from SAP solution and your in-house SAP expertise.

What You Should Consider When Selecting Your SAP Support Partner

Your Journey to SAP S/4HANA

As an SAP ERP customer, you may be running an older version of SAP and will no doubt be considering your journey to S/4HANA in order to unlock additional business value and innovation from your SAP investment.

It’s important that your SAP Partner has the method, tools, process and references to take you on your S/4HANA journey, including the potential to provide temporary Managed Cloud platforms that may well become redundant once the journey is completed.

SAP Cloud Solutions

SAP customers have the opportunity to extend their SAP Digital Core with additional Cloud Solutions from SAP. Whether you’re entering the HR world of SuccessFactors, considering e-procurement with Ariba or enhancing Customer Engagement with SAP C/4HANA applications, it’s important that your SAP Support Partner not only understands, but can assist in the implementation and support of these extended solutions.

Innovation

The Internet of Things (IoT), Artificial Intelligence (AI) and Machine Learning (ML) are examples of emerging concepts where SAP is embedding the latest capabilities into its applications to give customers the benefit of powerful innovation within business processes.

Equally, it’s important that your SAP Support Partner understands the latest innovations and is able to provide proactive advice, ideas and recommendations to take you to this new and exciting business systems paradigm.

Hybrid Cloud Integration

As much as we might like to think it will be, in this new world, not everything connected to the SAP Digital Core will be from the SAP stable. You may have SAP and non-SAP Cloud applications already deployed, so it’s important your SAP Partner has the Cloud skills to support the integration points of your cloud landscape.

Your SAP Support Partner needs to understand hybrid-cloud integration and be experienced in connecting non-SAP applications to the SAP Digital Core.

Managed Cloud Platforms

We are finding that customers with SAP and other legacy on-premise solutions are increasingly exploring alternatives to investing in and running their own data centres. There is a growing desire to put these systems in the Cloud, and in the case of SAP solutions, engaging their SAP Support Partner to manage them. Having a SAP partner who understands how to move these applications into the Cloud is equally important.

With the rapid expansion of Cloud services and complex IT infrastructures, it is essential to have the right SAP Partner on your side with a broad range of Managed Cloud capabilities, including the option of their own platforms as well those from hyper-scale providers. itelligence provides Managed Cloud platforms and services from it’s 13 data centres around the world.

Analytics

Whilst Analytics is becoming increasingly embedded in the SAP applications themselves, which in itself provides a massive leap forward for many customers, there is an increasing appetite for Enterprise Analytics pulling on data from disparate data sources and potentially serving such Analytics capabilities to end-users through Cloud applications.

The world of Data and Analytics needs to be an integral consideration in your SAP journey and hence having a SAP Support partner with a deep understanding of how to develop and support your overarching Analytics strategy is increasingly important.

Hybrid SAP Support

Your future SAP landscape may well manifest itself as a combination of On-Premise and public Cloud applications that could themselves be integrated to non-SAP applications, also potentially in the Cloud. Accordingly, your SAP Support model needs to reflect the adoption of SAP public Cloud solutions, where support itself has a different meaning to the on-premise world and integration becomes a potential grey area.

Your SAP Support partner needs to offer subtly different services to ensure that you understand the potential of new releases and where the conversation is more about adoption, changes in configuration and general advice and guidance than it is about break-fix.

Key Facts about itelligence SAP Support

SAP Support with Scapa

itelligence provide a blend of global presence with a personal service

James Adams, Chief Information Officer, Scapa

Redefining SAP Support

itelligence has re-defined SAP support by introducing a new support model that is highly flexible and easy to consume. Our extensive SAP capability, global operations and our open access to a vast pool of dedicated SAP Support resources – as opposed to mixed project delivery and support – across all applications, modules and technologies provides the ability for itelligence to flex from the lightest of touch in steady state operations through to full Managed Services during major transition projects and beyond.

We are here to keep things simple and allow our customers the flexibility and commercial management to meet their business objectives in a dynamic manner. The scope of our SAP Support service portfolio, breadth of SAP expertise and itelligence intellectual property combined with our Managed Cloud platform services allows itelligence to truly be your local partner with global reach.

SAP Support and SAP Application Management Services Overview

Application Support

We support you with flexible SAP Application Management Services and provide a single point of contact for Cloud and On premise Support Services with choice of platform (Public Cloud, Private Cloud, Managed Cloud and Hyperscale options).

Stabilisation & Hypercare

Intensive support is most needed in the first weeks after SAP implementation or migration. We are here for you from the initial go-live and offer close monitoring of your system management.

Release & Innovation Management

Always up to date: We make sure that your software environment, processes and expertise always meet the latest standards.

Transition Services

Want to switch to itelligence from internal or another managed services partner? We make it simple with a tried and tested method.

Service Delivery Management

With itelligence, you have a central contact for all managed services at your disposal. Get to know your service delivery manager.

SAP Support with Irwin Mitchell LLP

itelligence provide the service we want, they’re easy to talk to, they understand our business, and understand the sector. There is no reason for us to go anywhere else!

Jason Harley, Head of Commercial Finance, Irwin Mitchell LLP

Application Support: itelligence Services Delivered Concisely

SAP Application Management Services

Whether you have the classic SAP Business Suite or already use SAP S/4HANA, rigorous maintenance, fast support responses, and fast roll out for innovations are and will remain vital.

With our application management services for the SAP Business Suite and SAP S/4HANA, we take care of everything: SLA and ITIL based support eliminates user-based errors, assists your users, implements updates, and manages your SAP applications and processes.

The starting point is a structured knowledge transfer. After that, local and global AMS experts are there to answer your inquiries – 24/7 on request.

  • Reduced service costs despite first-class, individual support
  • Far fewer software problems and risks
  • IT and Business experts as personal points of contact

SAP Business ByDesign AMS

Manage your entire business with the SAP Business ByDesign cloud suite. Even though the solution is centralised, simple maintenance and regular updates are not enough. Application and user support from SAP Business ByDesign specialists are required.

We support your team in all aspects of cloud solutions management, around the clock, with the SAP Business ByDesign AMS. We advise your users on the specifics of the system – such as master data settings. We personalise your solutions with customisation and development services. itelligence is one of only a few SAP partners that deal with incidents directly in SAP Business ByDesign.

  • No external ticket system required
  • Flexible services relieve your IT department
  • Local support takes country specific legal requirements into consideration

SAP Hybris Marketing AMS

Manage leads, develop dynamic customer profiles, create segmentation and campaigns, and tailor offers precisely to each buyer, with SAP Hybris Marketing. This increases customer loyalty.

But all this only works when the solution is seamlessly integrated within your existing SAP environment. Furthermore, it is crucial that problems with software can be solved around the clock. In addition, the marketing solution must be agile enough to expand if market conditions change.

The itelligence Center of Expertise supports your IT team with all of these tasks. At your request, and on the basis of a service-level agreement, we manage every step – from licensing, to implementation and hosting, to system optimisation. Moreover, you gain access to the latest SAP Hybris services, including incident management according to ITIL, and a 24/7 on-call service.

  • Greatest accessibility and reliability for SAP Hybris applications at predictable costs
  • Customisation and expansion of your marketing platform according to up-to-date, individual requirements
  • Complete service package from a single source – from consultation to support

SAP Hybris Cloud for Customer AMS

The solutions portfolio from SAP Hybris Cloud for Customer combines CRM functions for marketing, customer service and social networking.

A crucial advantage: Instead of merely managing your customer contacts as in the classic CRM age, you build and maintain personal relationships – and tailor marketing and sales activities to them individually.

Requirements are changing rapidly, especially in this area: New technologies and social networks emerge, and international customer expectations differ. If you want to maintain a long-term competitive advantage, you need vital market expertise and SAP solutions need to be adapted quickly.

The experts from itelligence support you from A to Z. We not only help you with implementation and maintenance, but also advise you on optimal configuration, show you extension opportunities, and remain on hand with the latest expertise. We offer support from incident management according to ITIL and also provide 24/7 call services.

  • Greatest accessibility and reliability for SAP Hybris applications at predictable costs
  • Customisation and expansion of your CRM platform according to up-to-date, individual requirements
  • Complete service package from a single source – from consultation to support

SAP SuccessFactors AMS

The solutions in the SAP SuccessFactors portfolio enable businesses to perfectly adapt their human resource management to Generation Y and digitalisation. From recruiting to succession planning, talent management is integrated on the basis of precise analyses. It is a central but complex solution landscape that requires special expertise for efficient use.

Using SAP SuccessFactors AMS, we help you manage your HR solutions in the cloud. We advise your team and solve problems quickly and effectively, such as incorrect data sources or false configurations. You are able to tailor your solution to your needs after implementation with custom services. And, we are always at your side with integrated incident management – giving you time to focus on taking care of your talent.

  • Optimised and approved service based on a transparent agreement
  • Flexible services reduce workload for your IT department
  • IT and business experts as personal contacts

Why We’re the Right Application Management Services Partner for You

We Offer You Comprehensive AMS Support Worldwide

No matter which sector or region you are active in, we take care of all your solutions from A to Z. From analysing and optimising your processes, to implementing tailored systems to suit your needs, to service and maintenance of your SAP system landscape.

Use Your SAP Solutions to Their Full Potential

When it comes to fully exploiting the potential of your SAP solutions, we are the first choice for many businesses. We support our customers with a unique wealth of experience gained from a multitude of successful projects.

Profit from Our Long-Standing SAP Expertise

Our years of experience in SAP Global Partner application management services and cloud services mean we understand the diverse SAP solutions. We manage customers of all sizes and in all industries, from local mid-size companies to international corporations.

Transition SAP Support to itelligence

Moving over to an itelligence Support Service is a painless activity using our proven Transition Service. Quick, efficient and effective, our basic service can be made available in as little as 5 days from giving us the go-ahead. itelligence customers are leading the way in exploiting the new SAP technologies that are powering Digital Transformation, from SAP S/4HANA and SAP User Experience to Connected Clouds beyond the digital core, Big Data, Analytics and IoT innovation. With our award-winning SAP Support Services and our certified SAP Training Courses, we truly offer a ‘one stop shop’ for your SAP requirements.

An Insight Into Our Projects

Leeds Building Society

itelligence understood our business requirements and implemented the Modern Data Platform for our challenges, along with SAP HANA, SAP Data Services, SAP BI Suite and SAP Predictive Analytics.

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Aspen Pumps

itelligence demonstrated a solid understanding of our business requirements and recommended a compelling SAP Cloud solution. With SAP Business ByDesign, we have a comprehensive ERP solution with strong financial management and enhanced reporting. Jonathan Phillips, Group Business Systems Manager

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World Rugby

World Rugby is the global governing body for the sport of rugby union. With a mission to grow the game globally, it is responsible for the regulation and development of the game, as well as the organisation of the Rugby World Cup, the sport's pinnacle tournament held every four years.

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Newcastle University

Public research university with 24 academic schools offering around 175 fulltime undergraduate degree programmes.

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City, University of London

City, University of London is a leading global university committed to academic excellence, focused on business and the professions and located in the heart of London.

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John Lewis

John Lewis has grown to become the largest omnichannel retailer in the UK and a growing online business.

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Johnson Matthey Battery Systems

Johnson Matthey Battery Systems (JM Battery Systems) is a leading supplier of batteries for electric and hybrid vehicles, processing over 70 million cells a year. Part of the Johnson Matthey group, the organisation also manufactures batteries for e-bikes, power tools, and mobile technologies.

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Smyths Toys

itelligence always put in 100% effort on our projects and the support we have been receiving has been first class. The high quality consulting and the depth of SAP capability has added immense value to our business. We view itelligence as a strategic partner who is jointly moving forward with…

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The University of Greenwich

We now have far better performance from our BI platform with enhanced dashboard reporting and we have scaled up to more than 3,000 users.

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NHS Professionals

The upgrade has allowed NHS Professionals to analyse SAP BusinessObjects metadata far more effectively. They have access to trusted data discovery, self-service and they are able to benchmark performance with enhanced visualisation technology.

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