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24/7 Application Operation, Monitoring & Support
Application Management Services (AMS)
More uptime, predictable costs, proactive support: valantic’s Application Management Services (AMS) keep your business-critical IT applications running smoothly. From SAP and e-commerce to AI, our dedicated team manages, monitors, and continuously improves your application setups – with scalable capacity, guaranteed response times, and measurable results.
24/7
application monitoring & operations
SLA
with guaranteed response times
L1–L3
Support across all escalation paths
1 partner
for E2E Application Management
AI Summary
3 Key Facts About valantic's Application Management Service (AMS)
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AMS ensure the smooth operation of IT and business applications through a specialized team.
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Typical services include L1–L3 support, 24/7 monitoring, SLA management, and incident and problem resolution.
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IT assessments, process and AMS design, and SLA definition are key steps to application operations with valantic.
Definition
What are Application Management Services?
Application Management Services (AMS) cover the ongoing operation, monitoring, maintenance, and continuous improvement of IT and business applications by a specialized external team. Scope, coverage, and response times are contractually defined and guaranteed in Service Level Agreements (SLAs). As a subset of managed services, AMS typically includes three-tier support (escalation levels L1 to L3), SLA, problem, and change management, as well as the ongoing optimization of the application setup.
The difference from classic IT support: AMS is proactive rather than reactive. 24/7 monitoring, automated checks, and real-time analysis detect anomalies before they affect users. Recurring incidents and vulnerabilities are resolved with lasting fixes. KPI tracking and dashboards make AMS service quality measurable.
AMS vs. Managed Services: What's the difference?
Both AMS and managed services keep IT setups running, but with different priorities: a company might use managed services for individual infrastructure components while relying on an AMS partner to secure business-critical applications.
| Application Management Services (AMS) | Managed Services | |
|---|---|---|
| Focus | Application and business processes | IT infrastructure & systems layer |
| Example | SAP, e-commerce, AI applications | Network, servers, cloud, security systems |
| Typical services | L1–L3 support, 24/7 application monitoring, SLA, incident, problem & change management | IT operations, server & storage management, backup, security |
| Key question | Does the application support relevant business processes optimally and as expected? | Does the underlying infrastructure run reliably and securely? |
Benefits of application management services
What does AMS deliver for your business?
More uptime, less lost revenue
24/7 monitoring detects issues before they reach your customers. Guaranteed SLA response times ensure fast resolution.
Capacity for strategic innovation
Companies that outsource application support free up internal IT capacity. Development teams work on roadmaps that drive the business forward, instead of resolving support tickets and emergencies.
Measurable service quality
SLA dashboards and KPI reviews track progress against agreed targets. Systematic incident analysis provides the data for informed decisions.
Scalable capacity
As requirements and complexity grow, the team managing your application landscape scales with them, maintaining coverage and service quality.
Central coordination
An AMS partner takes full ownership of your application operations: processes, escalation paths, and third-party SLAs all come together in one place.
Consolidated knowledge
Standard operating procedures (SOPs), troubleshooting guides, and step-by-step instructions make operational know-how accessible and keep application operations independent of individual people.
Application Operations as a strategic discipline
Why Application Management with valantic?
Outsourced application management means more than resolving support tickets. valantic brings together the technical expertise of specialized teams for individual application setups and IT environments, from SAP, commerce, and data solutions to security and AI applications. With experience across more than 2,000 digitalization projects, we ensure every component of your tech stack runs smoothly, supports critical business processes, and keeps improving.
What sets valantic apart as an AMS partner:
Cloud, on-premises, or hybrid, whatever your system landscape: our dedicated team of certified experts in DevOps, quality assurance, software testing, and project management ensures ITIL-compliant processes and short coordination paths for fast solutions and measurable results.
From on-demand first-level support (L1), covering incident classification, technical analysis, and troubleshooting, to full IT infrastructure planning: we scale our application services to match the requirements and complexity of your environment.
No handoffs to outsourced support teams: we act as your central point of contact across all escalation paths (L1 to L3), with contractually guaranteed response times, coordinate third-party SLAs, and keep operational knowledge accessible in one place.
Business processes, system performance, and infrastructure come together in one central alerting system. Automated analysis enables early detection of anomalies and fast response. Regular quality check-ins and KPI reviews uncover optimization potential, which we turn into action through structured processes.
AMS Portfolio
What do valantic's Application Management Services include?
Our AMS portfolio covers every level of smooth application operations, from immediate incident response to the strategic evolution of your application infrastructure.
L1–L3 management
End-to-end support across all escalation levels, from incident classification to lasting resolution
Application monitoring
Performance KPIs, business and application processes, with tailored alerting and escalation concepts
24/7 support
Round-the-clock availability for end users and operations teams, dedicated communication channels, proactive action
SLA management
Target definitions, assessments, and coordination of third-party SLAs, with contractually guaranteed response times
Incident, problem & change management
Consolidated reporting and structured post-incident analysis, based on established IT service management frameworks (ITIL)
Rescue & take-over
Phased take-over of applications and third-party systems, including audits, documentation, and training
Ticketing system & help desk
ITSM setup (IT Service Management), including workflows and SLA monitoring
IT infrastructure consulting
Ongoing development and optimization of your IT setup, from infrastructure planning (hardware, software, services) to day-to-day operations
Related services for IT and software operation
SAP Application Management
More about SAP Application Management
Quality Assurance & Software Testing
More about QA & software testing
Managed Services
More about Managed Services
Enterprise Architecture Management
More about Enterprise Architecture
DevOps Services
More about DevOps Services
Load & Performance Testing
More about Performance Testing
Case Study
AMS at Fenix Outdoor cuts support costs by 50%
Fenix Outdoor operates an international portfolio of leading outdoor brands. As retail operations expanded and headcount grew from 200 to 2,500 employees, a unified IT infrastructure became essential. By implementing a central service desk solution, Fenix Outdoor reduced support costs by 50 percent and gained organization-wide transparency.
Starting point
- Separate ticketing systems
- No defined processes for incident and problem management
- Missing SOPs and documentation
- No hotline support
- Support limited to business hours (8 a.m.–5 p.m.)
- No automated monitoring
- Limited SLA visibility
valantic solution
- Connected all teams (internal & external) through Jira Service Management
- Introduced structured incident, problem & change management processes
- Defined, implemented, and continuously tracked SLAs
- Built a Confluence knowledge base with SOPs, troubleshooting guides, and how-tos
- Introduced 24/7 support, including a hotline
- Automated monitoring, alert prioritization, and ticket handling via Jira
- Set up KPI dashboards, reporting, and optimization processes
- Established regular incident analysis and quality reviews
Christian Bader
CIO Fenix Outdoor International
”Working with valantic, we can now deliver a dramatically improved experience to our employees and end-users and provide amazing support that sets us apart from the competition.“
Our approach
How do we get started with Application Management?
valantic supports you from initial assessment to stable operations. Our structured onboarding process minimizes risk during the transition to outsourced application management and delivers measurable value across five stages:
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1
IT discovery & assessment
We analyze your existing application landscape, evaluate current processes, and provide a clear picture of your situation, including recommended priorities.
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2
Process & AMS design
Together, we define SLAs, escalation paths, prioritization criteria, and workflows tailored to your organization and business processes.
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3
Tooling & implementation
We set up the necessary IT service management (ITSM) platforms, implement help desk, ticketing, monitoring, and automation tools, and train relevant user groups.
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4
Transition & go-live
Systematic onboarding phases, direct coordination, and defined escalation paths ensure a planned, controlled handover.
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5
Application operations & optimization
24/7 monitoring and support, combined with regular KPI reviews, quality checks, and proactive optimization, steadily improve the performance, scalability, and resilience of your applications.
Guide: Transitioning to Application Management Services
What are the benefits of handing over the operation of your IT and business applications to a specialized team, and what steps should you consider on the way to Application…
Download the guide here
Download the guide here
How can we support you with Application Management?
Just get in touch and let's get started together!
We analyze your IT landscape, provide directly actionable recommendations, and show you how Application Management Services improve the stability, performance, and efficiency of your digital applications.
Frequently asked questions about Application Management Services (AMS)
Application outsourcing typically transfers entire IT functions to an external provider. Application Management Services are more targeted: a specialized team takes over application operations under defined SLAs, while strategy, priorities, and roadmap remain with the customer.
valantic secures IT application operations across cloud, on-premises, and hybrid IT environments. Our dedicated AMS team manages e-commerce and CX platforms, SAP solutions, and AI applications. Depending on the application area and technology, a specialized point of contact is available.
Application support is reactive: tickets and user issues are resolved as they arise. Application management takes full ownership of your application landscape: proactive monitoring, SLA management, structured processes for incidents, problems, and changes, and the continuous optimization of your applications.
“Managed services” is the umbrella term for outsourced IT operations, regardless of area. It covers, for example, the operation of networks, servers, and cloud infrastructure. Application Management Services specialize in securing the operation of business-critical applications, such as SAP, e-commerce, or custom software. Services include SLA management, L1–L3 support, and the continuous evolution of applications.
Yes. Through “Rescue & Take-Over,” valantic assumes responsibility for applications from third-party systems and vendors. Our team analyzes and documents the existing system, trains employees, and takes over operations step by step, for a smooth transition to outsourced application management.
valantic agrees on Service Level Agreements with every customer, defining guaranteed response times by priority level and availability (24/7 support including a hotline). KPI dashboards and third-party SLAs are captured in a single, consolidated reporting format, so the operation of your application landscape remains transparent at all times.