SAP Support Tools & Technologies
In order to deliver proactive support services, Extend Technologies' Service Desk utilises one or more of the following tools and technologies:
1. SAP Solution Manager - Companies today are facing many new challenges in their system management. SAP Solution Manager is a unique solution stack which enables several of its integrated business processes to seamlessly interact with your IT landscape. New tools, processes, and methods need to be integrated with existing landscapes while delivering reliability and performance. It is therefore becoming increasingly important for SAP clients to monitor their IT operations from a central point in order to ensure timely intervention should it become necessary.
SAP Solution Manager now offers tools for Service Desk integration, solution landscape monitoring, business process monitoring, change management and root cause analysis. Extend Technologies utilises SAP Solution Manager to monitor our clients' IT operations.
2. ITIL (Service Level Management) - Extend Technologies processes are underpinned by the ITIL best practice framework of Service Support and Service Delivery, with the aim of lowering support costs and improving your experiences.
3. RunSAP Methodology - Enterprise Support RunSAP Methodology is based on four essential components: standards, roadmap, services,
and training. Extend Technologies utilises this methodology to enable continuous improvement of your SAP landscape.
4. SAP GoingLive Checks - These are SAP qualified checks that provide support as your SAP system starts its productive life. This service ensures that your production system runs reliably and makes optimal use of the available resources right from the start.
5. SAP EarlyWatch Alert Service - This is an SAP qualified service used after production begins. In short intervals (usually weekly), important
system parameters are checked automatically. This enables you to react early on any potential problems.
6. SAP Services Marketplace - Is an internet platform enabling collaboration between SAP, customers and partners. It leverages your solution potential by delivering one-stop access and guided navigation to a full range of service offerings. This service will: lower costs of ownership, higher solution quality, and shorter time to solution.
7. Extend Service Desk Call Log Process: Clients can log support requests via three main channels:
- a) Toll free 1300 738 688
- Web self service
Support requests are prioritised and agreed between the customer and the Service Desk and can be tracked on the web self service. Support requests are only closed following confirmation from our clients.
