Managed services
Expert articles from IOTEK’s practice and team of experts in this category. Click any card to read the full article.
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SLAs for autonomous support: what to measure when an agent, not an engineer, closes the ticket
The AI just closed forty tickets before your coffee cooled and your SLA dashboard is green. That tells you almost nothing about whether the problems stayed fixed —…
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What should SAP application management actually cost and deliver? A buyer’s benchmarking framework — and why most vendor ‘benchmarks’ aren’t
The questions AMS buyers most want answered — what should this cost, what SLA is realistic, what seniority mix should I demand — are the questions the market…
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Designing the hypercare-to-AMS transition: what to agree before go-live so your support model does not collapse in month two
Support models rarely fail at go-live. They fail in AMS month two — when the implementation team’s tacit knowledge has walked out the door and the SLA that…
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Staff augmentation for SAP programs: how to mobilize the right specialist, fast
SAP talent markets in North America and the GCC are tight as the 2027 migration wave compresses the talent pool. Here is how IOTEK mobilizes named, vetted specialists…
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From AMS to agentic: making your SAP support estate self-improving
Traditional AMS keeps the estate running at roughly constant cost. Agentic AMS adds a rolling program of agent deployment that actively reduces manual work every quarter — bending…