Pillar · Operate
Run SAP Better
Reliable support that resolves issues and continuously improves SAP.
The challenge
SAP Support Must Go Beyond Ticket Resolution
Backlogs and limited visibility
Growing ticket backlogs, inconsistent resolution times and limited visibility into priorities, ownership and service performance erode confidence in support.
Recurring incidents and silos
Incidents recur without effective root-cause elimination while functional and technical teams work in isolation, keeping demand high.
Knowledge and capacity risk
Excessive dependence on key internal resources, weak knowledge retention and the struggle to balance daily support with enhancements limit improvement.
An effective AMS model must restore service quickly while creating the structure required to reduce recurring demand and improve the SAP landscape.
How we help
End-to-End SAP Application Management
Our AMS services provide a governed operating model for incident resolution, service requests, application maintenance and continuous improvement.
Application Support
Level 2 and Level 3 functional and technical support: incident analysis, resolution and validation, service request fulfillment, user assistance and coordination across SAP modules and technical teams.
Corrective and Preventive Maintenance
Root-cause analysis for recurring issues, permanent corrective actions, defect remediation with regression validation, problem records, known-error documentation and knowledge-base development.
Minor Enhancements
Small functional improvements, adjustments to reports, forms, interfaces and workflows, configuration changes, technical specifications and controlled development with testing and deployment coordination.
Service Governance
SLA and KPI definition, ticket prioritization and escalation management, backlog governance, weekly operational reviews, monthly service reporting, and risk, dependency and improvement tracking.
Knowledge Management
Runbooks and support procedures, functional and technical documentation, knowledge-transfer plans, cross-training and continuity measures, and continuous update of operational knowledge.
Business benefits
Support Outcomes That Matter
Faster Resolution
Structured triage, clear ownership and access to specialized SAP expertise reduce time to restore business services.
Greater Business Continuity
Consistent processes and escalation paths protect critical operations and reduce disruption.
Lower Recurring Demand
Root-cause analysis and preventive actions help eliminate repeated incidents instead of repeatedly treating symptoms.
Better Service Visibility
Operational metrics, SLA reporting and backlog analysis provide a transparent view of performance and priorities.
More Internal Capacity
Your internal teams can focus on strategic initiatives while Global Core Technologies manages day-to-day support demand.
Continuous Improvement
Ticket trends and business feedback are converted into a prioritized roadmap of improvements.
Methodology
A Governed AMS Lifecycle
Our operating model connects daily support with long-term service improvement.
- 01
Receive
Capture and validate incidents and requests through agreed support channels.
- 02
Prioritize
Classify impact, urgency, business criticality and required response.
- 03
Resolve
Assign the right expertise, analyze the issue and restore service.
- 04
Validate
Confirm the solution with the business and complete controlled closure.
- 05
Improve
Analyze trends, remove root causes and convert recurring demand into preventive action.
Engagement scenarios
Flexible AMS Models
Full AMS
End-to-end application support with defined service levels, governance and reporting.
Co-Managed AMS
Global Core Technologies operates alongside internal SAP teams with shared ownership and clearly defined responsibilities.
Specialized Support
Targeted Level 2 or Level 3 expertise for specific modules, technologies or complex incidents.
Stabilization Support
Focused support following an implementation, migration, rollout or major release.
Backlog Reduction
A structured initiative to reduce aged tickets, improve documentation and restore service discipline.
Why Global Core Technologies
Why Organizations Choose Global Core Technologies
Integrated SAP Expertise
Functional, Basis, security, development and architecture capabilities work as one service team.
Governance-Driven Delivery
Clear ownership, measurable service levels and transparent operational reviews are built into the engagement.
Focus on Prevention
We use incident trends and problem management to reduce repeated disruption.
Business-Aligned Priorities
Tickets and improvements are evaluated according to business impact, not only technical severity.
Long-Term Partnership
Our model evolves with your business, SAP roadmap and operational maturity.
Related services in this pillar
SAP Basis Operations
Expert Basis operations — daily administration, transports, lifecycle management, backup and recovery coordination and technical documentation — for a reliable, controlled SAP foundation.
View service
SAP Technical Monitoring
Proactive monitoring across systems, databases, infrastructure and interfaces, with alert management and continuous tuning to detect issues before they impact the business.
View service
SAP Incident & Problem Management
Structured triage, major incident coordination, root-cause analysis and preventive action — restoring service faster and systematically reducing recurring disruption.
View service
SAP Performance & Availability Management
Workload analysis, database and SAP HANA tuning, capacity planning and availability management to keep critical SAP services responsive and ready for demand.
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SAP Cloud ALM Operations
Design, configure and operate SAP Cloud ALM as an operational capability — health, integration and business-process monitoring connected to real response workflows.
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SAP Operations Hub
One integrated operating model that unifies monitoring, Basis, application support, incident coordination and service governance with clear ownership and executive visibility.
View service
Build a Better AMS Model
Whether you need full application support, specialized expertise or stronger service governance, Global Core Technologies can help you create a more stable and continuously improving SAP support operation.