AMS · Applications
Handling of incidents and problems in SAP applications.
Intellevo Solutions Center
360° SUPPORT FOR YOUR SAP ENVIRONMENT
The Intellevo Solutions Center connects applications, infrastructure, users and processes in a hands-on service run by senior consultants and specialists.
Inspire, engage & deliverApplications · infrastructure · processes
01 / Close to the operation
Support connected to the operation
NSIAn extension of your team
NSI is the Intellevo Solutions Center. Our work starts from the SAP support known as AMS and brings together the teams that look after applications, infrastructure and the daily routine of the people who use the system.
We work as an extension of the client's team, with access to specialists and full tracking of requests, hours used and how the service evolves.
IMS · SAP infrastructure
Handling of SAP infrastructure incidents and problems, with BASIS expertise.
SAP Business Process · Users and processes
End-user support, training, process mapping and documentation, including rebuilding knowledge of processes that lost their documentation.
Enhancements · Evolving the environment
System enhancement requests of up to 150 hours of development or configuration.
02 / One center, four teamsThe whole environment.
The whole environment.
The business
close at hand.
03 / What sets NSI apart
COMPARE WHAT SUPPORTS THE SERVICE
When assessing SAP support, look at who handles the requests, how hours are counted and what knowledge stays with your company. These are the criteria that guide NSI and help you compare proposals.
| Criterion | With NSI | What to check in another proposal |
|---|---|---|
| Hour tracking | Quarterly tracking for monthly contracts above 200 hours.* | Are hours counted monthly, or can they be balanced across months? |
| Hour validity | The hour balance stays valid until the end of the contract. | Do hours expire every quarter, or do they remain available for the whole contract? |
| Coverage | Applications, SAP infrastructure, users, processes and enhancements in one 360 support service. | Does the service cover all of these, or only incidents and problems? |
| Transparent usage | No hidden hour conversions. | Are there conversion factors? How do they affect the balance used? |
| Working method | Service guided by the ITIL methodology. | Is there a defined methodology to organize the service? |
| Reports | Detail of tickets, usage and service evolution, with a monthly financial summary. | Do the reports explain the work done, or only show total hours? |
| Seniority | Handled by senior consultants and specialists. | Who takes the request from the start, and how experienced is that person? |
| Routing | Triage straight to the right consultant for the request. | Does the ticket go to the specialist, or through successive L1, L2 and L3 tiers? |
| Documentation | Complete records of every ticket and solution. | Which documents are produced and shared with the client? |
* Quarterly tracking applies to monthly contracts above 200 hours.
04 / Visibility
FOLLOW THE WORK, THE USAGE AND THE PROGRESS
Service at a glance
TicketsUsageProgress
Illustrative view of the tracking
WeeklyService and usageMonthlyFinancial summary
- Tickets handled and their status
- Usage by type of service and SAP module
- Consulting and management hours
- Overages and enhancement balance
- Monthly financial summary
With this information, your team follows how the service is used and discusses priorities based on what is happening in the environment.
05 / NSI Trial
Up to2months
You pay only for the hours
actually used
SEE NSI WORKING WITH YOUR TEAM
Before committing to an ongoing contract, you can try the NSI service for up to two months, with real requests from your SAP environment and full tracking of the work done.
- 01
Access the NSI Portal
Your company gets access to open tickets for incidents, problems and enhancements.
- 02
Work with our consultants
The NSI team handles the requests and you see how we run support.
- 03
Track the service
You receive weekly service reports and a monthly financial summary to assess the experience.
During the trial, you are billed only for the hours actually used, according to the price table in the NSI Trial proposal. At the end, you decide whether to continue with the service, based on the support you experienced.
The trial does not require a recurring support contract, but it does require formal acceptance of the NSI Trial proposal.