From Support to Trusted Advisor: Introducing New Capabilities Without Noise

{
  "id": "ams-044",
  "title": "From Support to Trusted Advisor: Introducing New Capabilities Without Noise",
  "hook": "New SAP or adjacent capabilities fail not because they are bad, but because AMS introduces them like features — instead of decisions.",
  "idea": "Modern AMS is a decision support system. New functions are communicated as options with impact, risk, and cost — so business can choose rationally, and trust grows.",
  "core_principle": {
    "statement": "AMS does not sell features. AMS frames decisions.",
    "why_it_matters": "Reliability and trust come from clarity, not enthusiasm."
  },
  "new_capability_lifecycle": {
    "discover": [
      "SAP standard enhancement or note",
      "New integration or automation possibility",
      "External/open-stack capability",
      "Recurring workaround that can be productized"
    ],
    "qualify": [
      "What problem does it actually solve?",
      "Which flow improves (OTC/P2P/RTR/MDM)?",
      "Is it optional or mandatory?",
      "Is it reversible?"
    ],
    "frame_decision": [
      "Option A: Do nothing (baseline)",
      "Option B: Minimal adoption",
      "Option C: Full adoption",
      "Option D: Alternative outside SAP"
    ],
    "validate": [
      "Pilot or limited scope",
      "Clear success signals",
      "Rollback or exit plan"
    ],
    "communicate": [
      "Short decision brief",
      "Impact and risk explained in business terms",
      "Explicit recommendation with caveats"
    ]
  },
  "decision_brief_template": {
    "fields": [
      "What changed / what is new",
      "Why this exists (problem statement)",
      "Who is impacted",
      "Expected benefit (quantified if possible)",
      "Operational impact on AMS",
      "Risks and failure modes",
      "Cost (one-off + run)",
      "Alternatives (including doing nothing)",
      "Recommendation + when not to do it"
    ],
    "rule": "If it doesn’t fit on one page, it’s not ready."
  },
  "positioning_as_reliable_partner": {
    "behaviors": [
      "Say no early, with reasons",
      "Explain trade-offs openly",
      "Prefer boring, stable options when impact is unclear",
      "Never hide operational cost"
    ],
    "what_builds_trust": [
      "Consistent framing across topics",
      "No surprise costs or risks",
      "Admitting uncertainty before rollout"
    ]
  },
  "estimation_for_decision_making": {
    "estimate_types": [
      {
        "type": "Decision Estimate",
        "purpose": "Support go/no-go decisions",
        "focus": [
          "impact",
          "risk",
          "operational cost",
          "lock-in"
        ]
      },
      {
        "type": "Delivery Estimate",
        "purpose": "Plan execution",
        "focus": [
          "size",
          "coordination",
          "verification"
        ]
      }
    ],
    "rule": "Never confuse decision estimates with delivery estimates."
  },
  "decision_support_metrics": [
    "Business flow impact (SLO delta)",
    "Expected repeat reduction",
    "Operational cost delta",
    "Change risk class",
    "Lock-in increase/decrease"
  ],
  "coordination_with_multiple_stakeholders": {
    "pattern": [
      "One AMS voice, not multiple opinions",
      "Same decision brief reused across business, IT, vendors",
      "Explicit recording of chosen option and why others were rejected"
    ],
    "conflict_prevention": [
      "Options documented before emotions escalate",
      "Risk acceptance signed consciously",
      "No retroactive ‘you didn’t warn us’ situations"
    ]
  },
  "automation": {
    "copilot_moves": [
      "Draft decision briefs from signals and incident data.",
      "Estimate impact and cost using historical AMS data.",
      "Highlight similar past decisions and outcomes.",
      "Track decisions vs actual outcomes over time."
    ],
    "outputs": [
      "Decision brief drafts",
      "Option comparison tables",
      "Post-decision outcome reports"
    ]
  },
  "why_this_makes_ams_trusted": [
    "Business sees AMS as a thinking partner, not a ticket factory.",
    "Decisions are repeatable and defensible.",
    "Failures are learning events, not credibility killers."
  ],
  "anti_patterns_to_kill": [
    "Announcing features without context",
    "Overpromising benefits",
    "Hiding operational downsides",
    "Letting vendors pitch directly without framing"
  ],
  "metrics_that_show_trust": [
    "Decisions made with AMS input (%)",
    "Post-decision regret rate",
    "Unplanned operational cost after adoption",
    "Repeat requests caused by misunderstood features"
  ],
  "design_question": [
    "If this feature disappoints, can we show we framed the decision honestly?"
  ],
  "meta": {
    "schema": "dkharlanau.dataset.byte",
    "schema_version": "1.1",
    "dataset": "ams",
    "source_project": "cv-ai",
    "source_path": "ams/ams-044.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-044.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": "New SAP or adjacent capabilities fail not because they are bad, but because AMS introduces them like features — instead of decisions."
  }
}