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Especially with ITSM, a lot of emphasis is placed on non-disruptive, uncomplicated processes. ITSM processes live on automation and speed. However, they are often hindered and ineffective in these properties by the presence of an SAP parallel universe. But this is also different: SAP and ITSM can co-exist smoothly through SAP-ITSM integration and intelligent automation. In order to achieve this, one does not have to throw everything established overboard and introduce an all-encompassing ITSM tool, but simply integrate intelligent apps into the existing one.
Prioritise critical areas and roadmap for next steps
A big advantage: Because Salt Solutions is now well acquainted with the SAP system landscape of Schmersal, the Salt team can quickly step in even in the event of bottlenecks in large projects. For example, in November 2018, Salt Solutions was able to step in at short notice with the task of displaying special prices for Chinese customers in the system as part of the SAP introduction in China, so that they are automatically taken into account from the customer order to the invoicing - also for intercompany billing.
Scope of SAP AMS services: The following services are included in SAP Application Management Services, among others. These can of course be expanded and customised as needed.
A useful product - "Shortcut for SAP Systems" - is available for SAP Support employees.
So within a few days, we were able to build up this AI to the point where it could fully adopt the classification of the tickets.
We have a dedicated and certified SAP CoE (Centre of Expertise) that supports SAP customers throughout Asia.