Delivering Improved Incident Resolution Time For An Energy Major

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. 

Trusted by Clients. Respected by Partners.

Clients cite strong leadership, responsiveness, and reliable delivery. Partners point to engineering depth, SME coverage, and a steady focus on outcomes over activity.

Business Impact

25% improvement in Mean Time to Resolve (MTTR), accelerating business continuity. 

Improved data clarity and consistency strengthened analytics and made reporting easier to trust and act on. 

20% reduction in incident volume through proactive optimization and standardization. 

Enterprise-wide SAP processes streamlined, removing duplication and handoff friction.

High-quality documentation and knowledge capture improved solution accuracy and reuse. 

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