Choose What NOT to Fix: Data-Driven AMS Triage

{
  "id": "ams-009",
  "title": "Choose What NOT to Fix: Data-Driven AMS Triage",
  "hook": "If you try to fix everything in SAP, you end up fixing nothing well. Modern AMS is ruthless about priority — using data, not эмоции.",
  "idea": "The cheapest ticket is the one you never accept as a real problem. Some issues are noise, some are training, some are design debt, and only a subset deserves engineering time.",
  "sap_specific_reality": {
    "what_drives_waste": [
      "Low-impact tickets disguised as 'urgent'",
      "Edge-case behavior that happens once a year",
      "Requests that are actually process disagreements",
      "Fixes that create bigger regression risk than the original pain",
      "Endless micro-changes that destabilize the landscape"
    ]
  },
  "triage_matrix": {
    "axes": [
      {
        "name": "Business Impact",
        "levels": [
          "P0: Financial/legal posting blocked or major revenue flow blocked",
          "P1: Key operational flow blocked for a group",
          "P2: Degraded but workarounds exist",
          "P3: Cosmetic / convenience / preference"
        ]
      },
      {
        "name": "Repeat Frequency",
        "levels": [
          "High: weekly/daily",
          "Medium: monthly",
          "Low: rare/one-off"
        ]
      },
      {
        "name": "Risk of Change",
        "levels": [
          "Low: isolated, reversible",
          "Medium: touches shared config / integration",
          "High: core posting logic / broad blast radius"
        ]
      }
    ]
  },
  "decision_rules": [
    "High impact + high repeat = kill it permanently (Problem elimination).",
    "High impact + low repeat = stabilize with runbook + fast workaround; fix only if ROI is real.",
    "Low impact + high repeat = automate or self-serve; don’t spend experts.",
    "Low impact + low repeat = accept as debt (explicitly), don’t let it consume AMS."
  ],
  "acceptance_is_a_real_action": {
    "what_it_means": [
      "We document it as known behavior/limitation.",
      "We provide a workaround or guidance.",
      "We set a review date (quarterly) to reassess."
    ],
    "why_it_matters": "Unspoken debt becomes endless background pain. Spoken debt becomes controlled."
  },
  "automation": {
    "copilot_moves": [
      "Auto-score tickets on impact signals (affected docs/users, downtime minutes, error types).",
      "Detect repeats and link to existing Problems/known errors.",
      "Suggest the cheapest resolution path: fix / automate / guide / accept."
    ],
    "outputs": [
      "Triage recommendation with explanation",
      "Draft response to requester (clear, non-defensive, with options)",
      "Debt register entry when we consciously defer"
    ]
  },
  "why_this_makes_ams_better_and_cheaper": [
    "Less churn: teams stop being dragged by noise.",
    "Better quality: real fixes get time and testing.",
    "More trust: business sees consistent logic behind prioritization."
  ],
  "anti_patterns_to_kill": [
    "Everything is urgent",
    "Fixing cosmetic issues during instability",
    "Silent deferrals that return as repeated tickets"
  ],
  "metrics_that_force_maturity": [
    "Percent of tickets routed to: fix vs automate vs guide vs accept",
    "Debt register size and age",
    "Repeat incidents from 'accepted' items (should be near zero if guidance works)"
  ],
  "design_question": [
    "What are we paying to keep alive that the business doesn’t truly need?"
  ],
  "meta": {
    "schema": "dkharlanau.dataset.byte",
    "schema_version": "1.1",
    "dataset": "ams",
    "source_project": "cv-ai",
    "source_path": "ams/ams-009.json",
    "generated_at_utc": "2026-02-03T14:33:32+00:00",
    "creator": {
      "name": "Dzmitryi Kharlanau",
      "role": "SAP Lead",
      "website": "https://dkharlanau.github.io",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "attribution": {
      "attribution_required": true,
      "preferred_citation": "Dzmitryi Kharlanau (SAP Lead). Dataset bytes: https://dkharlanau.github.io"
    },
    "license": {
      "name": "",
      "spdx": "",
      "url": ""
    },
    "links": {
      "website": "https://dkharlanau.github.io",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "contact": {
      "preferred": "linkedin",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "canonical_url": "https://dkharlanau.github.io/datasets/ams/ams-009.json",
    "created_at_utc": "2026-02-03T14:33:32+00:00",
    "updated_at_utc": "2026-02-03T15:29:02+00:00",
    "provenance": {
      "source_type": "chat_export_extraction",
      "note": "Extracted and curated by Dzmitryi Kharlanau; enriched for attribution and crawler indexing."
    },
    "entity_type": "ams_byte",
    "entity_subtype": "",
    "summary": "If you try to fix everything in SAP, you end up fixing nothing well. Modern AMS is ruthless about priority — using data, not эмоции."
  }
}