SAP Technical Application Management

SAP technical application management focuses on the technical maintenance of your SAP environment. This guarantees performance within the agreed and measurable service levels. For this purpose, Uphantis Service Center (USC) uses methods and best practices which have been accepted worldwide, such as ASL and ITIL.

Technical application management can be carried out on-site in your company, but off-site management, from the USC headquarters, is usually sufficiently effective and efficient, at a limited cost.

Scoping of technical management

• Systems environment
• Operating systems
• Database
• SAP application

USC consultants do not simply maintain your ICT environment, but they proactively and structurally work on its optimization and always seek possibilities to improve your ICT organization's performance. USC does this through the intelligent use of technology ("applied technology"). For the daily management of SAP production environments, Uphantis uses SAP Solution Manager and Xandria.

SAP Solution Manager

Within the SAP Solution Manager, the following functions are used:

• Customer-specific service - Gives an accurate description of the central business processes and the systems environment. Subsequently, SAP Solution Manager automatically compiles a list of support possibilities.
• Monitoring and reporting - Gives a graphic overview of the entire SAP environment. Follows up the progress of business processes through systems and interfaces.
• Access to SAP Service - Uses central access to all SAP services and support, including Solution Management Optimization Services, TeamSAP Support, Best Practices for mySAP Business Suite, SAP Back Office support, messaging and training. Moreover, the customer is given direct access to mySAP Enterprise Portals.
• Self-service - The customer can carry out routine services independently on-site using automatically generated reports.

Xandria

• Monitoring - Fully automatic 24x7 real-time monitoring of the SAP, J2EE instances and non-SAP servers;
• Daily monitoring - Automatically carrying out and documenting the SAP daily checks;
• Reporting via e-mail - Automatic reporting both to the customer and to Uphantis and, if desired, forwarding to various persons;
• Establishing unplanned changes - Automatically identifying and establishing of all important changes at operating system, database and SAP level;
• Availability - Automatic follow-up and documentation of server and SAP availability;
• Web access - Web interface for Uphantis administrators and the customer for access to - among others - real-time monitoring and ITIL-based (web) ticketing based on authorizations;
• Web access - ITIL-based ticketing system: tickets can be inserted both by the customer and by Uphantis and automatically followed-up (via web interface);
• Trend analysis - Real-time trend analyses, e.g. of growth development, the database and file systems;
• Transport management - (Web) SAP-transport management and -monitoring.

Moreover, Uphantis uses standard management and project management methods:

ITIL - for structured management, technical management and incidents solutions;

ASL - for functional process design;

Prince2 - for the management of large projects.