Product · TesseraOps

The product

A fleet of resolution agents that runs your SAP support queue.

TesseraOps is one system with three parts. A fleet of agents that learn each client's SAP and resolve tickets across ServiceNow and SAP. A governed runtime that gates every action by risk, so nothing higher-risk touches production without a human. And an assessment that maps the queue and proves the savings against your own data.

The fleet

Agents own slices of the queue and carry that client's functional SAP knowledge: the processes, the configuration, the recurring failures.

↓ Command Center

The governed runtime

Every proposed action passes a deterministic policy engine. Higher-risk work waits for a human to approve it before anything happens.

↓ Human approval

The assessment

The read-only starting point: a taxonomy, scored automation candidates, and a savings model built from your own history.

↓ Assessment

Here is what that looks like in practice. Follow one ticket end to end

These are Tessera's product interface shown with representative data. They reference SAP transactions (for example BD87, WE20, SU01, SM37) and ServiceNow incident records so they are credible to practitioners. They do not reproduce SAP or ServiceNow interfaces, screens, or logos.

01 · Command Center · where the fleet works your queue

Command Center

client: Northwindenv: PRD-EUwindow: 24h

312

Open incidents

Agent-resolved 24h

Awaiting approval

3h 41m

Median MTTR

SLA at risk

4.2%

Reopen rate

Ticket mix

Access & environment31%

Integration / IDoc / batch19%

Functional O2C / P2P / RTR38%

Technical / performance12%

Agent fleet

Triageonline · 1,204

Integration auto-healonline · 318

Access & authz3 pending

O2C diagnosisonline · 261

Basis & jobsrunning · 44

Activity

09:42INC0048213 · IDoc 51→53 reprocessed (BD87)closed

09:39INC0049002 · role change drafted, sent to approverpending

09:31INC0048990 · batch rerun SM37, variant matchedrunning

09:27INC0048975 · credit block, routed to SAP O2C L2routed

Resolution funnel · 24h

418

Detected

402

Diagnosed

131

Proposed

124

Approved

121

Validated

118

Closed

02 · Human approval · nothing higher-risk ships without a sign-off

Proposed resolution · access & authorization agent

INC0049002SAP Security L2P3

Incident

short descUser cannot create sales orders for plant 1200, "not authorized"

reported bym.chen (Order Mgmt)

sourceServiceNow incident

What the agent found

root causeMissing authorization object on role; SU53 shows failed check for plant 1200

matched signatureAUTH-O2C-PLANT (412 prior tickets)

confidence0.88

What the agent will do · reversible

Compare m.chen's roles to the "Order Management EU" template (PFCG)
Draft role change: add the missing plant-1200 authorization
On approval, submit change request to IAM, no direct production edit
Verify the failed check now passes; update and close the incident

Risk & controls

HIGH · requires your approval

Preconditions the guardrail agent checked

✓ Segregation of duties: no conflict introduced
✓ Action on allowlist for this tenant
✓ Change routed through IAM, not direct edit
✓ Rollback: revert role assignment

Your decision

assignedJ. Okafor (Security lead)

SLAapprove within 4h

Approved by J. Okafor · agent submitted change request to IAM · verifying… ✓ failed check now passes · incident closed.

audit: proposal, approval, execution, verification, closure recorded · rollback available

03 · Assessment · the savings, measured against your own data

AMS Assessment · Summary

period: trailing 12 months · source: your service desk + SAP support data · status: draft

read-only · no production access

48,910

tickets analyzed

41%

recurring-pattern share

12–18%

modeled effort reduction yr 1

3.9h

median MTTR (current)

Top repetitive issues

Error signature	Volume / yr	Median MTTR	Modules	Candidate agent / playbook	Conf.
IDoc 51 · partner mismatch	3,410	2.1h	O2C · EDI	Integration agent · BD87 + WE20	0.93
AUTH · plant not authorized	2,980	5.4h	Security	Access agent · template diff + IAM	0.88
Credit block (VKM)	2,240	3.0h	O2C · FIN	O2C diagnosis · diagnose + route	0.74
Batch job failure · variant	1,760	1.6h	Basis	Basis & jobs · rerun SM37	0.81
Invoice block (MIRO)	1,510	4.2h	P2P · AP	P2P diagnosis · diagnose + draft	0.69

Recommended roadmap

Phase 0

Assess

This report. Validate candidates and savings against your data.

Phase 1

Copilot

Triage and grounded resolution suggestions in shadow mode.

Phase 2

Approved execution

IDoc reprocess, batch rerun, access assist, with approval.

Phase 3

Closed-loop

End-to-end resolution for approved low-risk categories.

All figures are modeled from your own data and are targets, not guarantees. The effort-reduction range reflects the share that is both high-volume and low-risk after excluding work your platforms already handle and any category that fails a confidence or safety threshold. Data-quality findings (for example 6% of tickets with no resolution notes) are listed in the full report.

See it on your data

The mockups are generic. Your assessment would not be.

Request an assessment and we will run this against your own history.

Model the savings How it works