From Reactive Support to Autonomous SAP Operations: A Human-AI Operating Model for Next-Generation Application Management Services

This practitioner research paper proposes a Human-AI operating model for next-generation SAP Application Management Services (AMS). The model moves beyond traditional tier-based and reactive ticket processing by introducing an AI service layer capable of intent classification, knowledge retrieval, guided troubleshooting, ticket enrichment, solution recommendation, proposal generation, and controlled autonomous resolution of suitable N1/N2 cases. The framework introduces four levels of AI autonomy, confidence- and risk-based escalation, Human-in-the-Loop governance, a continuous knowledge flywheel, AI-enabled AMS squads, and a KPI framework for measuring automation, quality, reliability, and operational efficiency. The paper also discusses Easy Genie+ and SAP Next as practitioner concepts within the broader model and proposes a staged roadmap from AI-assisted support toward bounded autonomous SAP operations. The framework is presented as practitioner research and a conceptual operating model intended for future empirical validation across SAP landscapes and service environments.