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Application Management (agentic AMS).
Senior SAP managed services that get smarter every month — support plus a rolling stream of Joule agents on your estate.
SAP Managed Intelligence — AMS, reinvented
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Support that gets smarter every month.
Traditional AMS keeps your SAP estate running. IOTEK AMS does that and adds a rolling program of agent deployment, so the managed-services contract actively reduces your team’s recurring manual workload.
What we deliver
- L1–L3 functional and technical support — incident management, root cause analysis, enhancements, support packages, release management, and SLAs that hold.
- Operations on SAP Cloud ALM — monitoring, alerting, and continuous-improvement operations, visible and auditable.
- Continuous agent deployment — a rolling backlog of automation opportunities worked down one process at a time.
- New Joule skills and agents evaluated and deployed as SAP releases them.
- Localized delivery — Arabic support for GCC clients; US business hours and SLA for North America.
- Quarterly service review — “what got automated / what’s next,” tied to real SLA and automation metrics.
The support tiers
- L1 — user support and basic incident handling: password resets, access requests, routine how-to questions, first-line triage.
- L2 — configuration changes, enhancements, and functional analysis: the consultants who adjust settings, investigate process breaks, and own functional fixes.
- L3 — technical root cause: ABAP debugging, BASIS-level issues, and BTP architecture problems that need a specialist, not a generalist.
SAP Cloud ALM operations, specifically
- Intelligent Event Processing — correlating system events so incidents get caught before users report them.
- Job Scheduling — background job monitoring and failure alerting across the landscape.
- Integration Monitoring — visibility into every interface, so a failed integration doesn’t sit undetected for days.
- Change and Transport — controlled, auditable movement of changes through the landscape.
- Business Process Monitoring — watching the actual business process end-to-end, not just individual technical components.
The agentic layer
- Each quarter, IOTEK proposes 2–3 automation candidates pulled directly from the incident backlog — the recurring tickets that indicate a process, not a person, should be handling the work.
- One gets built per quarter. The estate gets progressively more automated over the life of the contract, instead of staying static.
SLA tiers
- Standard — next-business-day response for P2/P3 incidents.
- Premium — 4-hour response for P1 incidents.
- Custom GCC SLAs — including Arabic-language support and dedicated ZATCA clearance monitoring for Saudi Arabia and UAE clients.
Engagement shape
Monthly retainer, 3-month minimum, named senior consultant with a bench behind them. The natural next step after a go-live or an Agentic Finance & Compliance Accelerator pilot.
What you get: SAP support that actually reduces your recurring manual workload month over month — not a holding pattern.
GCC clients: Arabic-language support is available as standard for Saudi Arabia and UAE engagements, alongside SLA structures built around regional business hours and ZATCA compliance monitoring.
Keep reading
From the Knowledge Centre.
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