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1. Introduction to SAP Support Projects
What is an SAP Support (AMS) Project?
Difference between Implementation and Support Projects
Types of Support:
L1 (First-Line)
L2 (Functional Support)
L3 (Technical Support)
Scope of Application Maintenance & Support (AMS)
Support for SAP ECC vs. S/4HANA

🔹 2. SAP Support Project Lifecycle
Hypercare Phase Post Go-Live
Transition to Steady-State Support
Key Phases in AMS:
Incident Management
Service Request Handling
Change Request Management
Problem Management

🔹 3. Ticketing Process
What is a Ticket?
Types of Tickets:
Incidents (Break/Fix)
Service Requests
Change Requests (CRs)
Enhancement Requests
Ticket Life Cycle:
Ticket Creation
Analysis
Resolution
Testing
Closure

🔹 4. Ticketing Tools
Common Tools Used:
ServiceNow
Remedy
HP Service Manager
Jira
SAP Solution Manager (SolMan)
Understanding SLAs (Service Level Agreements) and Priorities (P1 to P4)

🔹 5. Roles & Responsibilities in SAP Support
End User
SAP Functional Consultant (SD, MM, FI, etc.)
SAP Technical Consultant (ABAP, BASIS, PI/PO)
Team Lead / Support Manager
Role of AMS Coordinators and QA

🔹 6. Day-to-Day Activities in Support
Ticket Analysis and Documentation
Root Cause Identification
Configuration Changes in DEV → QA → PROD
Transport Management
End User Communication and Sign-off

🔹 7. Common Functional Scenarios by Module
✅ FI Support Tasks
Wrong posting issues
GL/AR/AP inconsistencies
Bank reconciliation fixes
✅ MM Support Tasks
PR/PO errors
GR/IR clearing issues
Vendor master data fixes
✅ SD Support Tasks
Billing document errors
Delivery block issues
Output form corrections
✅ PP/QM/WM (optional modules)
Batch job monitoring
Production order errors
Material movement issues

🔹 8. Change Request Management
What is a Change Request (CR)?
Types: Corrective, Preventive, Adaptive, Perfective
Risk Analysis and Impact Assessment
Functional Specification (FS) and Technical Specification (TS)
UAT and Production Movement

🔹 9. Documentation in Support Projects
SOP (Standard Operating Procedure)
FS/TS Documentation
KT (Knowledge Transfer) Docs
RCA (Root Cause Analysis) Reports
Weekly/Monthly Status Reports

🔹 10. Testing in Support
Unit Testing
Regression Testing
UAT (User Acceptance Test)
Use of Test Scripts
Recording Test Results and Approvals

🔹 11. Transport Management System (TMS)
Working with Transports
Sequence: DEV → QA → PROD
Handling Emergency Transports
STMS Overview

🔹 12. Monitoring and Performance
Batch Job Monitoring (SM37)
IDoc Monitoring (WE02, BD87)
Background Jobs and Alerts
SAP EarlyWatch Reports

🔹 13. Communication & SLA Management
Interacting with End Users
Communicating Resolution Steps
Escalation Matrix
Adhering to SLAs & Response Time

🔹 14. Support Project Best Practices
Ticket Logging with Adequate Information
Avoiding Direct Changes in Production
Timely Documentation
Client-Specific Rules & Audit Preparedness

🔹 15. Real-Time Scenarios and Case Studies
Example Support Tickets (per module)
Root Cause and Fix Description
Transport and Testing Flow
Live Ticket Examples & Hands-on

🔹 16. Additional Topics (Optional/Advanced)
Role of SAP Solution Manager in Support
Knowledge Transfer Process (KT Handover)
Automation in Support (RPA/Bots)
ITIL Framework Overview (Incident/Problem/Change)