SAP HR Support Services (AMS)

After go-live, an SAP HR system does not stand still: users ask questions, legislation changes, SAP releases new features and fixes with every release, and business units request small changes. AMS takes on this entire flow. Under IKSAP AMS, four types of request are handled:

Out of scope and project work: any work exceeding 5 working days or likely to expand in scope is planned and priced separately as a project; the customer may also ask for work to be run as a project even if it does not exceed 5 days. This keeps the AMS budget free of surprises.

• SuccessFactors releases

  SAP publishes a new SuccessFactors release twice a year. Some features switch on automatically; for others, you decide whether to turn them on. Before a release reaches your system, we identify the changes that affect you and try the required settings in a test environment. When the release goes live, your users do not face an unexpected screen.

• SAP HCM support packages

  In on-premise SAP HCM, updates do not arrive automatically; SAP's support packages must be installed on the system. We plan the installation schedule with your Basis team. Once a package is installed, we test your payroll and time management processes.

• Türkiye legal changes

  When the minimum wage, tax brackets or SGK rates change, we apply the corrections SAP publishes and enter the new-period parameters into your system. We test every change before payroll is calculated; the new period's payroll is calculated under the new rules.

• SAP SuccessFactors

  Employee Central, Recruiting, Onboarding, Performance & Goals, Compensation, Succession, Learning, Workforce Planning; including half-yearly release management.

• SAP ERP HCM / H4S4 (on-premise)

  Payroll (PY-TR), time management, organizational management, self-services, ABAP developments; including Türkiye localization, regulatory updates and entry of new-period parameters (minimum wage, tax brackets, SGK ceiling and floor).

• SuccessFactors Employee Central Payroll (ECP)

  Türkiye country version, EC↔ECP replication, payroll operations support; including regulatory updates and entry of new-period parameters.

• IKSAP products

  SGK Employment Start & Termination, SGK Sick-Leave (Vizite), KEP (Registered Electronic Mail), Tax Notification, SGK Incentive Optimization, HieraChart and other IKSAP solutions; product updates are included in AMS.

• Hybrid landscapes

  In mixed architectures, such as payroll in HCM + other modules in SuccessFactors, both sides and the integration between them are supported under a single contract.

All requests are classified into four priority levels by business impact; the service hours and response time for each level are committed in advance:

Times are kept with timestamps in ITSM; waiting on the customer side (missing information, test approval) is deducted from the SLA, and every pause and restart is logged automatically. When a request reaches 75% of its SLA, the consultant is queried; at 100%, the customer manager, AMS manager and their manager are informed together; if necessary, the request is handed over to the backup consultant for the same module.

All support, change and project requests are managed through IKSAP’s ITSM platform; customer users can log in and see the real-time status of their own requests. The flow has seven steps:

1. 1

   Open

   The end user / business unit logs the request in ITSM (requests received by email and phone are also logged by IKSAP).

2. 2

   Assess

   The customer key user and the IKSAP AMS manager validate, prioritize and classify the request.

3. 3

   Effort analysis

   The IKSAP service desk determines the solution approach and effort.

4. 4

   Effort approval

   The customer business unit / change manager reviews the solution and approves it if required.

5. 5

   Implement

   The approved solution is applied in the test and production environments.

6. 6

   User test

   The customer key user verifies and gives acceptance.

7. 7

   Documentation

   Solution steps, root cause and preventive action are added to the knowledge base; recurring requests become a permanent fix or a self-service article.

Takeover is carried out in three phases, run in parallel with the current team; the phases overlap, and the total duration is 2–8 weeks depending on the size of the organization and the number of modules; there is no service interruption.

1. 1

   System and process analysis

   The current configuration, customizations, open issues and dependencies are inventoried; missing documentation and risk areas are identified.

2. 2

   Training and knowledge transfer

   On-the-job training for IKSAP specialists; a knowledge base is created.

3. 3

   Parallel run and cut-over

   Support processes are run in parallel with the current team; critical processes such as month-end closing and accruals are validated in the new setup; full transition.

Performance is measured on two levels. The values below are the targets written into the contract; actual values are shared in the monthly report:

Governance rhythm: monthly performance report and open requests (IKSAP project manager), quarterly SLA review and improvement actions, semi-annual strategic review and roadmap (with the customer’s HR/SF team leads).

• SAP HR only.

  A single focus since 2010; the entire team works on SAP HR and payroll.

• We track the legislation.

  Türkiye payroll localization is within the team; SGK (Social Security Institution), tax and incentive changes are a natural part of AMS.

• ISO 27001-certified information security.

  IKSAP’s information security management system is ISO 27001 certified; access, logging and data processing during support are carried out within this framework.

• Module-based backup.

  A primary and a backup consultant for each module; during leave or departures, requests are handed over within the same area of expertise without the customer noticing.