Pillar · Operate
Resolve Faster. Prevent Recurrence.
Restore SAP services faster and prevent recurring operational issues.
The challenge
Closing Tickets Is Not the Same as Solving Problems
Slow, unclear response
Slow triage, unclear ownership, inconsistent priority and severity assignment, and delayed coordination across functional and technical teams stretch every incident.
Recurrence without root cause
Repeated incidents with no permanent corrective action, limited root-cause documentation and known errors that are never converted into reusable knowledge.
Weak communication and integration
Weak communication during critical incidents and no clear connection between incident, problem and change management.
A mature model must restore service quickly and ensure the same failure is less likely to happen again.
How we help
Integrated Incident and Problem Management
One coordinated process from intake and triage to root-cause elimination.
Incident Intake and Triage
Ticket validation and enrichment, business-impact assessment, priority and severity classification, initial diagnosis, assignment to the appropriate specialist and SLA tracking.
Resolution Coordination
Functional and technical analysis, cross-team collaboration, workaround identification, solution implementation, business validation and controlled closure.
Major Incident Management
Rapid mobilization, incident leadership and coordination, stakeholder communication, technical workstream management, recovery tracking and post-incident review.
Problem Management
Recurring-incident identification, root-cause analysis, known-error management, corrective and preventive action plans, risk and dependency tracking and problem backlog governance.
Knowledge and Improvement
Resolution documentation, reusable technical and functional knowledge, runbook updates, trend analysis, automation and prevention opportunities and service-review reporting.
Business benefits
A More Resilient Support Operation
Faster Service Restoration
Structured triage and escalation reduce delays during business-impacting incidents.
Fewer Recurring Incidents
Problem management addresses underlying causes and prevents repeated disruption.
Clearer Accountability
Defined ownership and communication protocols improve execution across teams.
Better Stakeholder Confidence
Consistent updates and transparent recovery plans reduce uncertainty during critical events.
Stronger Knowledge Retention
Documented resolutions and known errors reduce dependency on individual specialists.
Data-Driven Improvement
Incident and problem trends guide preventive investments and operational priorities.
Methodology
Restore. Understand. Prevent.
Five steps from detection to permanent prevention.
- 01
Detect
Identify and capture the event with the context required for action.
- 02
Stabilize
Limit impact and restore the affected business service as quickly as possible.
- 03
Resolve
Implement and validate the technical or functional solution.
- 04
Investigate
Analyze recurring patterns and identify the underlying cause.
- 05
Prevent
Apply permanent corrective actions, update knowledge and monitor effectiveness.
Engagement scenarios
Support for Different Operational Needs
Managed Incident Management
End-to-end coordination of SAP incidents under defined priorities, SLAs and escalation paths.
Problem Management Service
A dedicated process for recurring incidents, root-cause analysis and preventive action.
Major Incident Readiness
Design roles, communication plans, escalation paths and recovery procedures before a crisis occurs.
Recurring-Issue Elimination
A focused initiative to analyze high-volume or high-impact recurring incidents.
Post-Go-Live Stabilization
Structured incident command and problem analysis during hypercare and early-life support.
Why Global Core Technologies
Why Organizations Choose Global Core Technologies
Cross-Domain SAP Expertise
We coordinate functional, Basis, security, development, integration and infrastructure perspectives.
Business Impact Focus
Priorities and communications are aligned with affected business services.
Root-Cause Discipline
We distinguish recovery from permanent resolution and manage both as separate outcomes.
Clear Governance
Roles, SLAs, escalation and evidence are defined and measurable.
Continuous Improvement
Every significant incident becomes an opportunity to strengthen the operating model.
Related services in this pillar
SAP AMS Services
Application Management Services that combine Level 2/3 functional and technical support, root-cause analysis, minor enhancements and SLA-driven governance to keep SAP stable and continuously improving.
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SAP Basis Operations
Expert Basis operations — daily administration, transports, lifecycle management, backup and recovery coordination and technical documentation — for a reliable, controlled SAP foundation.
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SAP Technical Monitoring
Proactive monitoring across systems, databases, infrastructure and interfaces, with alert management and continuous tuning to detect issues before they impact the business.
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SAP Performance & Availability Management
Workload analysis, database and SAP HANA tuning, capacity planning and availability management to keep critical SAP services responsive and ready for demand.
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SAP Cloud ALM Operations
Design, configure and operate SAP Cloud ALM as an operational capability — health, integration and business-process monitoring connected to real response workflows.
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SAP Operations Hub
One integrated operating model that unifies monitoring, Basis, application support, incident coordination and service governance with clear ownership and executive visibility.
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Turn Incidents Into Improvement
Build a support model that restores SAP services faster and systematically reduces recurring operational risk.