Traditional low-cost AMS models can come with lower-skilled resources, scope creep, and too many hand-offs that make it difficult to keep incident levels manageable. Rimini Street makes it simple, with an SAP AMS catalog focused on incident resolution — so clients get consistent ticket ownership and accountability, with fewer escalations.
Lack of software knowledge or too much time spent managing incidents rather than closing them are outcomes from some low-cost AMS vendors. This makes it nearly impossible to deliver process improvements. Instead, Rimini Street is a single vendor for AMS and ERP software support – with always-on expert engineers reducing overhead and project backlogs.
Incident resolution does not have to be time-consuming or escalated through multiple service levels. Rimini Street engineers know how SAP software is designed to work, to improve service with faster resolution. With a combined Level 2-4 support tier model, Rimini Street experts resolve issues efficiently, including root causes, and help keep systems running longer.
Consolidate and simplify application management services for SAP and traditional software support. Rimini Street's integrated support model provides direct access to expert engineers to deliver a superior support experience for SAP products. Drive better business outcomes with improved service levels and faster resolutions.
Simplified operating model with integrated AMS and ERP maintenance, focused exclusively on support.
Expert engineers with an average of 15 years of experience delivering improved service levels.
Improved case resolution ownership and accountability leads to more predictable service delivery for the business.
Research, evaluate, and consider the differences before choosing an AMS partner for mission-critical applications.
Key Attribute |
Rimini Street AMS |
Traditional AMS Providers |
|---|---|---|
Overall focus |
Optimized support - it's all we do |
Land and expand, revenue generation |
Management approach |
Business driven and strategic |
Contract focused and technical |
Case resolution |
Single vendor and streamlined (L2-4) |
Multivendor and inefficient |
Systems approach |
Extend the lifespan |
Transform and/or replace |
Cost model |
Fixed fee and unlimited cases |
Maximizing revenue |
Engineer experience |
Higher skilled, best-of-the-best |
Lower skilled, more junior team |
Case management |
Root cause and client satisfaction |
Case volumes |
Advice and guidance |
Agnostic and client focused |
Often SAP and project focused |
SLA management |
Transparent, driving issue resolution |
SLAs can be hidden behind SAP support |
Your ERP support is running smoothly, but how are your application management services (AMS)? Is there a ticket backlog? How big is it? How old is it? Is oversight a time drain on your IT team that you can no longer afford? Is the service delivery consistent? Is your AMS provider skilled in proactive problem-solving and preventative maintenance? If you’d like better answers to these questions, consider adding Rimini Street application management services to your ERP support. You’ll get seamless integration of ITIL Levels 2-4 support from a single expert partner. Rimini Street unified support delivers measurable value to help you grow your business operations by optimizing existing IT investments and processes. To learn more — and for examples of success metrics from Rimini Street clients who have broken free from legacy AMS models and significantly improved their business outcomes — download this infographic.
New technology and market disruption are rapidly enabling business transformation, as enterprises forge new paths in areas such as customer experience and vendor collaboration. Modern business models have emerged at the forefront, leaving historic business models in their wake — and potentially in the rearview mirror. The modern enterprise needs modern IT support. Enhanced IT services are critical to maintain and manage complex, hybrid IT environments with multi-vendor products and services. And digitalization — manifested by technologies such as artificial intelligence (AI) and machine learning (ML) — is critical for helping IT service delivery keep pace with the speed of business. This white paper is for enterprises and services providers alike, and includes: 5 building blocks that enhance IT services the benefits of integrated services how intelligence-enabled IT services can yield better outcomes creating differentiation through personalization empowering a proactive IT service model IT service organization transformation Ultimately this white paper can help organizations identify a modern software service provider to deftly support their modern enterprise, meet their level of urgency, and assuage any fear of missing out. It can also ideally help providers gain insights for strategically enhancing their IT services and digitalizing their service delivery without losing the human touch. To learn more, read the white paper today.
Is your application management services (AMS) model broken? And are your application management tickets lost in an abyss? Do issues that are “fixed” keep breaking again when business processes shift? Are you losing valuable IT time ─ and budget ─ on AMS SLA oversight while questioning the skills of your managed services providers? Rimini Street analyzed thousands and thousands of clients’ historical managed services incidents and service requests. The results of the analyses were eye-opening, revealing four performance issues that were commonly present with clients’ previous AMS models. The findings revealed that some AMS providers had minimal or no skills in proactive problem solving and preventative maintenance ─ they just couldn’t keep up. Rimini Street stepped in and significantly reduced clients’ overall open incident volumes. For one client, open incidents were reduced by 75% in one year!1 Are one or more of the four performance issues happening with your AMS model? Find out right now; download this Rimini Street eBook. 1Rimini Street Confidential Client Ticket Analysis; AMS for SAP Vendor, September 2019 – October 2020.
Traditional application management services (AMS) models, if analyzed closely, can appear to be zero sum.
Rimini Street ERP support plus application management services help deliver better business outcomes, simplify IT operations, and improve IT performance levels.
Infographic: PeopleSoft licensees’ challenges, strategies, and future plans. Cost and support quality are the top concerns, say Rimini Street 2020 survey results.
SAP Indirect Access license compliance is critical. Avoid expensive fines due to unintentional or unseen technology-related Indirect Access SAP licensing missteps.
What are the major challenges European PeopleSoft licensees face – and what are their future PeopleSoft ERP plans? In March 2020, Rimini Street polled PeopleSoft licensees in various roles (CIO, VP of IT, Director/ Manager of IT, Oracle Application Leads, Oracle Application Managers, and Oracle Administrators) around Europe, across diverse industries to find out. The survey revealed that most respondents believe that their current release meets their business needs, but they still experience frustration with support and costs. Other insights from the report: Where Peoplesoft licensees that are no longer supported are finding support What factors are – and aren’t – motivating PeopleSoft licensees toward the 9.2 upgrade and release cycle How much time and manpower do PeopleSoft licensees devote to testing, validating, and applying 9.2 upgrades Which platforms that PeopleSoft licensees are using to move to the cloud Download the full report for survey results, insights, and recommendations to guide your PeopleSoft roadmap.
Rimini Street delivers integrated Application Management Services plus Levels 2 through 4 ERP support for enterprise software.
Contact us to learn more.
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