C0 — Digital Barrier (Zero-Touch)
Chatbots, self-healing, and self-service portals resolve issues before they become a ticket.
Smart AMS
Intelligent Support for SAP S/4HANA Platforms
Reduce your total cost of operation, move toward Clean Core, and turn your SAP support into an adaptive system.
The Current State of SAP Support
Three forces are reshaping demand for SAP AMS: the migration to S/4HANA, which brings technical debt from customizations that must be absorbed methodically (Clean Core); pressure from CFOs to reduce total SAP operating cost by 15% to 30% over the next 24 months; and the arrival of generative AI as a baseline in self-healing, triage, and automatic documentation. Companies still operating under the traditional break-fix model (N1/N2/N3, measured only by ticket closing time) lose contracts for predictable reasons, such as: recurring incidents with no root-cause investigation, dependency on key people, and PDF reports that add no value. Insi’s Smart AMS SAP solves these three pain points, turning support into a proactive, data-driven operation aligned with your platform’s evolution.
What Is Insi’s Smart AMS SAP
Smart AMS is Insi’s operating model for supporting and evolving enterprise clients’ SAP platforms. It combines ITIL v4 (service management discipline) with SAP Best Practices, SAP Activate, SAP Cloud ALM, and Clean Core to deliver a replicable operating standard, with the same cadence, the same rituals, and the same level of professionalism, regardless of which area is responsible for managing delivery. Key differentiators:
- Applied Intelligence
- AI for triage, self-service, and automatic documentation of customizations (code-to-doc)
- Clean Core as a non-negotiable principle
- any modification to the SAP standard requires formal justification; client-specific complexity lives in its own layers (BTP, side-by-side, Extension Suite)
- Proactivity
- predictive monitoring, self-healing, and KPIs that flag negative trends before they become an incident.
How Smart AMS SAP Works
We replace the classic N1/N2/N3 logic with four layers organized by the type of value delivered, not by escalation level, namely:
C1 — Agile Support
Hybrid consultants (functional + Basis + BTP) resolve issues end to end, escalating only when necessary.
C2 — Value Engineering & Consulting
SAP area specialists (FI/CO, MM/SD, PP/QM, HCM, BTP) handle formal RCA and architecture.
C3 — Innovation Factory (Smart Squads)
Cross-functional squads run the improvement backlog in short sprints, serving as the layer that delivers evolution, not just support.
What Insi’s Implementation Journey Looks Like
Our agile, secure methodology guarantees an efficient transition across 3 phases, namely:
Phase 1
Onboarding & Transition
Shadow and Reverse Shadow, environment blueprint, risk matrix, and a formal GO/NO-GO for SLA handover.
Phase 2
Stabilization & Shift-Left
Structural RCA of the top offenders, activation of the Zero-Touch layer, and maturing the knowledge base.
Phase 3
Innovation & Consulting
Process Mining, an innovation roadmap aligned with your strategy, and a quarterly QBR to review priorities.
Phase 1
Onboarding & Transition
Shadow and Reverse Shadow, environment blueprint, risk matrix, and a formal GO/NO-GO for SLA handover.
Phase 2
Stabilization & Shift-Left
Structural RCA of the top offenders, activation of the Zero-Touch layer, and maturing the knowledge base.
Phase 3
Innovation & Consulting
Process Mining, an innovation roadmap aligned with your strategy, and a quarterly QBR to review priorities.
Proven Benefits
Typical results observed 12 months post-onboarding:
Reduction in gross ticket volume
- Typical Range: 30% to 50%
Reduction in total SAP operating cost (TCO)
- Typical Range: 15% to 25%
Increase in end-user satisfaction
- Typical Range: 20% to 35%
Ticket deflection at the Zero-Touch layer
- Typical Range: 25% to 40%
Conversion of legacy customizations to Clean Core
- Typical Range: 60% to 80% within 12–18 months
Every promise is verifiable:
- a baseline established in Phase 1, continuous measurement in production, and quarterly review at the QBR.
Insi Differentials
Consultative Service
A strategic partnership with certified SAP specialists, not just reactive support.
Modular Model
Support tailored to your needs
Continuous Evolution
Proactive improvements with automation
High Specialization
Certified teams in critical technologies
ITIL v4 + SAP Best Practices, genuinely stitched together
This isn’t generic ITIL with SAP jargon on top. We work with Cloud ALM at the center and Clean Core as the guardrail.
Clean Core as a discipline, not a slogan
Every core modification is rejected on principle; exceptions go through formal approval.
FAQ
SAP AMS (Application Management Services) is the ongoing support service for SAP platforms after go-live, covering incidents, requests, monitoring, and minor enhancements. Insi’s Smart AMS goes beyond traditional AMS by combining automation, AI, and data-driven management instead of operating purely reactively.
Traditional AMS organizes the operation by escalation level and measures success by the volume of tickets closed within SLA. Smart AMS organizes by value layers (C0 to C3), prioritizes Zero-Touch resolution before an issue becomes a ticket, and measures success by incidents that no longer occur, not by activity volume.
TCO reduction comes from three fronts: automated resolution at the Zero-Touch layer, structural RCA that eliminates recurring ticket causes, and platform evolution toward Clean Core, which lowers the cost of maintaining customizations with every SAP upgrade.
Yes. Clean Core is one of the model’s non-negotiable principles. Insi treats every modification to the SAP standard as an exception requiring formal justification, directing customizations to their own layers (BTP, side-by-side), which makes future upgrades and the S/4HANA migration journey easier.
The transition follows three phases: Onboarding (months 1–3), with risk mapping and a formal GO/NO-GO before Insi takes over the SLA; Stabilization (months 4–9), focused on reducing ticket volume; and Innovation (from month 10 onward), when the now-stabilized operation begins delivering continuous improvements.
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