Zero-Touch Support: Automating SAP Incident Detection, Classification, and Resolution with GenAI & AIOps

Abstract

This article presents a transformative framework for implementing zero-touch support in SAP environments through the integration of Generative AI and AIOps technologies. The current landscape of SAP support faces persistent challenges, including reactive incident management, lengthy resolution times, and inefficient knowledge application. The evolution of SAP support models has progressed from basic break-fix approaches to more sophisticated AIOps-driven predictive maintenance. The technological foundations of zero-touch support combine GenAI's contextual understanding capabilities with AIOps' data-driven detection and remediation architectures. The implementation framework encompasses incident detection using advanced pattern recognition, automated classification through NLP-based models, self-healing capabilities following Monitor-Analyze-Plan-Execute loops, human-in-the-loop design for complex scenarios, and comprehensive metrics for effectiveness measurement. Future directions include ecosystem expansion beyond core SAP modules, ethical governance considerations, integration with emerging technologies like digital twins, machine-actionable knowledge management, and predictive models for incident prevention. This zero-touch support paradigm represents a fundamental shift from reactive to proactive management of SAP environments, promising enhanced system availability, improved user experience, and reduced operational costs.