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AMS Customer Service

Improve and optimize data quality, system parameters and performance professionally with the CubeServ Customer Service
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Vana Ujevic
Senior Consultant
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Use Cases

How to overcome staff and skillset bottlenecks?

When most of an IT department’s time is spent on mundane routines, there is little room for essential projects.
We want to help companies to free themselves from routine activities and outsource them. This brings the following advantages:

  • Time: Free internal staff from routine tasks -> more time remains for internal projects.
  • Satisfaction: Implement internal projects faster -> increase satisfaction of the department
  • Skillset: Benefit from project experience of external consultants -> expand internal skillset
  • Flexibility: Flexible scaling of resources -> holiday replacement, parental leave replacement, sickness absence
  • Focus: Outsourcing operational IT -> focus on core business
  • Reduced costs: optimise costs by the use of nearshore consultants

What makes us stand out

Benefit from the know-how of an experienced, German-speaking team of consultants.

As an extended workbench of the consultancy, AMS can be scaled flexibly so that projects are carried out more efficiently, faster and at optimised costs.

In addition, the AMS team takes over the monitoring and all support and change requests after completion of the project with internal know-how transfer and without any frictional losses.

Our consultants are well-trained and experienced (senior consultants) and offer support in both German and English.

Our team is strongly focused on the needs of our customers.

ITIL Conformity

Best practice orientation guarantees optimum service provision

Customer-oriented Service Hours

Monday–Friday: Standard support 6 a.m. –6 p.m. Weekend & bank holidays (optional): up to 24/7 support via partners

Extensive know-how

Technical, business and strategic concept expertise. Access to network of experts comprising over 130 BI consultants

100 % Senior Consultants

100 % of our consultants are senior consultants with several years of professional experience

Support in German and English

Our support consists of employees who speak German as their mother tongue and are business fluent in English

Service Portfolio

We take over time-consuming activities for you

In general, all tasks and services arising in the SAP BI environment can be covered. The AMS team can actively support the following processes:

  • Continuous improvement of technical system settings
  • Continuous monitoring of data quality
  • Continuous optimization of performance
  • Continuous monitoring of all system parameters
  • Continuous reporting with statistics on response and resolution times

Example Reaction Matrix

The response times requested by our customers are defined together with CubeServ in a matrix which, in addition to the response times, is also subdivided according to certain priorities (codes). The response times apply during the agreed operating hours. They are defined as the period between the arrival of the problem report or support request by the customer and the first contact by a responsible member of the CubeServ support team who is qualified to provide a solution. Immediately after CubeServ has contacted the customer, but at the latest after expiry of the response time applicable to this problem report, the error analysis or rectification will be started. The customer’s calls are processed during the agreed operating hours.

Code 1

Reaction time: 1h
Critical problem: The service cannot be used.

Code 2

Reaction time: 2-4h
Greater problem: The service can only be used with considerable restrictions.

Code 3

Reaction time: 8h
Minor problem: The disruption does not seriously affect the user.

Code 4

Reaction time: 1-4 days
Service request: This can be a request for information, a suggestion or further development.

Customer Reference

«CubeServ supports the ORIOR Group in the area of SAP Data Services with concept design and technical know-how. As a result, smooth operation of our reporting and analysis activities is ensured throughout our business hours.»
Simon Metzger
Simon MetzgerHead of Business Applications/SAP CC Orior Management AG

Webinars (in German language)

Webinar
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Effektiver SAP BI-Betrieb: Personalbedarf meistern und Innovationskraft stärken

AMS, Application Management Services, SAP BW

Our Offer

Consultation

Free of charge
Initial consultation on your premises or remotely for the purpose of defining your AMS requirements.

Basis Check

Free of charge one-time check
Screening of SAP Basis components and performance, incl. report.

Housekeeping

Free of charge one-time check
Housekeeping and system check. Identification of optimization potential in SAP BW.

SAP BW/4HANA Readiness

One-time check at a fixed price
Conversion of BEx workbooks into AO workbooks, remodelling data models and testing.

AMS Service

Premium SAP BW Support at a fixed monthly fee
Support, monitoring and change requests for the SAP BW system based on the individual needs of our customers.

For further information, please contact our expert.

Picture of Christoph Müller

Christoph Müller

Service Management expert in AMS operations support with expertise in and passion for SAP BW. Your Single Point of Contact for Incident, Service and Change Management.

What makes us stand out

Our AMS are not limited to ticketing; we also act as the extended workbench for consulting. Full service from a single source, backed by passion and expertise!

Customer Service – benefits to you

  • Continuous improvement of technical system settings
  • Continuous monitoring of data quality
  • Continuous optimization of performance
  • Continuous monitoring of all system parameters
  • Continuous reporting with statistics on response and resolution times

Business Solutions

Technology Expertise

Application Management

Data Warehousing

Tool Portfolio

TEMPLATES AND SOLUTIONS

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