APPLICATION MANAGEMENT SERVICES PROVIDERS
AMS PROVIDER CRITERIA
Application management services certified by SAP must also meet SAP IT Excellence quality criteria, found in the SAP-certified application management services audit, in the following areas. Also, check out guidelines for certification.
| SAP IT Excellence Quality Criteria |
Requirements |
|
SAP Services portfolio
|
- Number of AMS customers
- Number of AMS consultants
- SAP product experience
- Industry experience
|
|
AMS Service Overview
|
- AMS offering
- Delivery setup
- Employees and skills
- Employee training
- Quality Management (QM system, process documentation, project guidelines/methodology, consideration of subcontractors)
- IT Service Management organization
- Awareness and usage of SAP services
|
|
Application Lifecycle
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- Customer requirement documentation and evaluation
- Design methodology for AMS offering
- Service implementation standards
- Authorization concept/user management
- Security guidelines
- Disaster recovery for service center and tools/service availability/business continuity
- Project/user documentation
- Knowledge transfer of customer specific business processes
- Application/business process monitoring
- AM go-live methodology
- Service desk and incident management (implementation, tool support, system monitoring integration)
- Problem management (implementation, integration)
- Known error database
- Change management (process, integration, workflow, risk analysis, tool support)
- Service level management (implementation, reporting)
- Improvement process/optimization concepts
- Customer satisfaction
|