A leading power and energy provider was grappling with a sprawling, multi-instance SAP landscape that generated frequent incidents and slowed resolution, putting day-to-day operations at risk. As new projects came online and demand spikes became the norm, the internal team struggled to keep pace across modules, interfaces, and business units. Delays in triage, uneven documentation, and varying SOPs meant the same issues resurfaced, pulling focus away from transformation.
The company needed a partner to stabilize and scale SAP services: one accountable for reducing incident volume, accelerating Mean Time to Resolve (MTTR), standardizing processes across the enterprise, and safeguarding critical knowledge through a large transition from an in-house to an outsourced support model.
Ascendion designed a comprehensive SAP managed services model to restore reliability and build for scale. We began with a deep-dive assessment of the SAP estate, mapping risks and crafting a phased, low-disruption transition plan. In place of fragmented in-house support, we stood up a structured delivery model anchored in ITIL practices, robust problem management, and end-to-end process standardization.
A purpose-built knowledge management platform captured tribal knowledge, improved handoffs, and enabled faster reuse of proven fixes—directly improving MTTR. Continuous monitoring and governance guided optimization sprints, trimming recurring incidents, and aligning SLAs to business priorities. Tech underpinnings included the SAP suite, ITIL-aligned service tooling, and a custom KM platform supported by process maturity models.
At BMS, we wanted our consultants to focus on the possible, freeing up time lost to reading endless CV’s that could instead be used to really engage with people who are looking for that first step in their sales career. The solution we adopted found the right balance between machine efficiency and human empathy.
– Graham Halewood,
Chief Operations Officer
Case studies
Case studies
Case studies
Case studies
Case studies
Case studies
Case studies
Case studies
Thanks for submitting the form.
Your interest has been captured.