Rimini Street Application Management Services: How It Works

Designed to Deliver Better Business Outcomes

For more than 15 years, Rimini Street has been a break/fix and Level 4 ERP support provider of IT services. Now we also deliver application management services (AMS), to help reduce the complexity that can come with multi-vendor or staff augmentation approaches. By combining ITIL services into one delivery model, we help you improve IT performance levels.

Rimini Street delivers on the KPIs and performance targets that our AMS clients expect, giving them more agility. Success metrics for one Rimini Street AMS for SAP client include:1

  • 99% average incident close rate over a 12-month period
  • 90% average change request close rate over the same 12–month period

Year over year (YOY) success metrics for one Rimini Street AMS for Oracle E-Business Suite client include:2

  • 77% improvement in the average time to close security access requests
  • 68% improvement in the average time to close data fixes

With Rimini Street integrated AMS + ERP support services, you get a transparent view of performance across the board, taking business user satisfaction levels to new heights. The services include unlimited service requests and incidents, with quarterly blocks of enhancement hours — all at an easy to understand, annual subscription price.

Rimini Street Integrated AMS + ERP Support Services


Our Philosophy: The Best AMS Ticket is the One that is Never Created

Rimini Street service requests and incidents are unlimited because of our root-cause analysis expertise.

We fix business processes and help prevent issues from recurring — with a problem management approach based on continuous improvement and preventive maintenance.

The result? Our expert engineering capacity helped one client improve cash flow, as well as streamline material tracking and customer relations. This eliminated 424 hours/year in manual processing and returned $21,000 annually.

The Rimini Street business design is global — with centers of excellence in Brazil, the U.S., and India. We have teams that can cover all modules and customizations. Unlike many low-cost AMS providers, Rimini Street has hundreds of highly skilled engineers all over the world with expertise and experience that, in aggregate, can resolve issues faster:


Rimini Street Problem Management and Root Cause Approach


We Don’t Manufacture Case Volumes — or Work in a Call Center

More case volume, hand-offs, or explaining — as can occur with traditional AMS support models — can lead to higher operational costs and productivity drag. Rimini Street maintains and runs client systems with integrated support.

Unlike AMS providers that can make more money as case volumes increase, Rimini Street works diligently to reduce case volumes and improves average resolution time (ART).

That means fewer backlogs and more confidence in meeting critical project milestones. We can shift cases between ITIL Level 2 and Level 4 support seamlessly, involving our best resources for faster resolution. This is in direct contrast to traditional AMS support models where junior resources may pass their cases back to Oracle or SAP for support.

The Rimini Street integrated AMS + ERP support model is designed to address a higher volume of incidents than other AMS models, with strict regulatory and compliance policies and citizenship requirements.


How Can We Help Simplify Your IT Operations?

We like to keep things simple — including how we help you improve your operational performance. Here’s how it works:

Benefits of Rimini Street Integrated AMS + ERP Support Services


Rimini Street Application Management Services. Learn more
1 Rimini Street Confidential Operational Performance Client Executive Readout AMS for SAP 3/1/20 – 8/31/20.

2Rimini Street Confidential Operational Performance Client Executive Readout AMS for Oracle EBS 5/30/20 – 7/20/20.


“Rimini Street is redefining what Application Management Services (AMS) ought to be.”

Start optimizing with integrated AMS and software support.

Contact us to learn more.