short presentation title - sapusers.org · sap jam group will be solution manager readiness in...


Discover the future of SAP Support and the benefits it will deliver today SAP One

Support Paul Fenson – Head of Enterprise Support – SAP UKI

Dragan Stanojevic – Head of Premium Engagements SAP UKI

Run simple.

Support at SAP ….. a short video


So …. how can we help you ? ….


A World of Change – A Digital World

Social More than one billion

people are actively

engaged in social

networks

Mobile There are now more

mobile devices on Earth

than there are people

Cloud Cloud computing will

become the bulk of new IT

spend by 2016

Big data 50 billion devices will be

capable of connecting to the

Internet, resulting in an

explosion in the amount of

data


Time

Investment

by SAP

2007 2008 2009 2010 2011 2012 2013 2014 2014

Continuous

Improvement

Accelerated

Innovation

Total Cost

of

Operations

Integrated

Support

Mission

Critical

Support and

Performance

Our Investment in The Evolution of Support – For Your

Success

http://www.sapsupport.info/onesupport/


SAP Active Global Support Making you successful through world-class customer-centric support

SAP support: 40 years of expertise

8,000+ SAP support engineers

15,000+ SAP developers (as backup)

Global organization

Local organization (54 countries)

24/7x365 available for our customers

258,000+ customers

180+ countries

Ensuring business continuity

Driving business process improvement

Reducing total cost of operations

Accelerating innovation

Simplifying customer experience / Reducing complexity

Enabling customers to move to

the cloud at their own pace


Enterprise Support

an overview


SAP Enterprise Support In a nutshell

Unified support across all

deployment scenarios

Everything out of one hand

Unique differentiator in the

software industry

Faster time to value

Simplified and reliable

operations

Accelerated innovations with

minimal business disruption

Additional Information

SAP Enterprise Support Scope Description

SAP Enterprise Support Overview

https://support.sap.com/support-programs-services/programs/enterprise-support/scope.html

https://support.sap.com/enterprisesupport


SAP Enterprise Support Academy Delivery Format

SAP Enterprise Support Academy offers learning content and services in several

formats, supporting different learning styles and needs, from ad hoc problem

solving to structured, long-term knowledge acquisition. Get an overview about the

existing Delivery Formats.

https://support.sap.com/support-programs-services/programs/enterprise-support/academy/delivery.html


SAP Enterprise Support: 330+ Services & Tools Available

Coverage for any situation

available

best practices 50+ available

quick-IQs 20+

available expert-guided

implementation services 40+ available guided

self-services 10+ available accelerated

innovation enablement

sessions 100+

available meet-

the-expert

sessions 100+ available checks

and services 15+


SAP Enterprise Support Value Maps The Unique Navigation System for Maximizing Success

SAP Enterprise Support provides

access to 330+ services, tools

and resources to address your

individual business challenges.

But how do you find the ones that

are right for you?

Experience

SAP Enterprise Support value

maps provide an individual

path through the extensive range

of SAP support services,

offerings and tools.


maps help you to get more

quickly from A to B.

Guidance


maps powered by SAP Jam. This

enterprise social network solution

facilitates collaboration at every

level of your business to help

speed sales cycles, increase

customer and employee

engagement, and reduce training

costs.

Collaboration

Learn more about SAP Jam > Interactive Navigation Tutorial > Visit the value maps landing page >

http://www54.sap.com/pc/tech/cloud/software/enterprise-social-networking/collaboration/index.html

http://www.sap.com/pc/tech/cloud/software/enterprise-social-networking/collaboration/index.html

https://service.sap.com/~sapidb/011000358700000268382014E/index.html

https://websmp202.sap-ag.de/~sapidb/011000358700000268382014E/trainer/9_2_2_247/trainer.html?l=auto&library=library.txt

http://www.youtube.com/watch?v=gE4681PSUW0&feature=c4-overview&list=UUrm4Qq7FBSm1WoeYRedGE6w

https://support.sap.com/support-programs-services/programs/enterprise-support/academy/valuemaps.html




ES Value Maps - Topics

Area Status Access

Data Volume Management Available Join the SAP Jam group and access the

content at:

support.sap.com/support-programs-

services/programs/enterprise-

support/academy/valuemaps.htm

Security Available

SAP HANA Available

Mobile Solutions Available

Technical Monitoring and Alerting Available

Custom Code Management Available

Analytics In Pilot Contact an SAP Enterprise Support Advisor to

access contents. SAP Jam Group will be

available at the end of pilot. Solution Manager Readiness In Pilot

Solution Documentation To be piloted Contact an SAP Enterprise Support Advisor to

access contents and find out more.

Change Control Management To be piloted

Upgrade To be piloted

Business Process Improvement To be piloted











SAP Enterprise Support provides the foundation to implement, operate, and innovate better through

collaboration, empowerment, and automation to run your business like never before.

Implement better

Operate better

Innovate better

Collaboration

Empowerment

Automation

How We Help You Maximize Your Success

With the help of SAP Enterprise Support

+ =

SAP

Enterprise

Support

designed to help you

maximize your success.

≈


Premium Engagements

an overview


Premium support engagements

SAP MaxAttention

Strategic engagement for continuous

business innovation and co-innovation

SAP ActiveEmbedded

Enhanced engagement for optimization of solutions

and accelerating adoption of game-changing

technology

SAP Enterprise Support The foundation to implement,

operate, and innovate better

Lifetime Support by SAP Active Global Support Run better with the help of SAP’s premium engagements offerings

Remote

Engagement

On-site

Engagement

Hig

he

r e

ng

ag

em

en

t a

nd

mo

re s

erv

ice

de

live

rab

les


SAP Premium Engagements Components

Enhanced Back Office

Build SAP Like a

Factory

Run SAP Like a

Factory

Service Level

Agreements

SAP Rapid Prototyping

On-Call Duty

Expertise On-Demand

Premium Support for

Custom Solutions

Engineering Architect

Embedded Support

Technical Quality

Manager

Engineering Services

Product Engineer

On-Demand

Other Engineering

Services

Premium Mission Critical Support

Unique combination of on-site services provided by an embedded support team and

engineering services performed by professionals worldwide of unparalleled expertise.

Active Partnership

Support throughout the implementation, operations, and innovation lifecycles


Technology and

DB Migration

Engineering Services (Tailor-made services that exactly fit your needs)

Customer

5,900+ Support Engineers

Solution Operations

Solution Management

Optimization

Empowering

System Landscape

Optimization

SAP Rapid

Prototyping

Custom Code

Management

Risk Mitigation

Engineering Architect ■ Responsible for the roadmap

■ Drives value realization

■ Aligns at the executive level

■ Measures value realization

Technical Quality Manager ■ Integrates with your teams

■ Provides guidance

■ Accelerates knowledge transfer

■ leads the engineering services delivery


Financial Year

End Close takes

7 days…

Cloud vs On-

Premise…

SAP Strategy,

Roadmap

Manual Monitoring/No

Alerting…Operational

Efficiency…

PI

bottlenecks...Failed

batch job chains…

Slow System

Performance…

Motivation

Healthy Cash

Flow…No Overdue

Invoices…

TAILORED

Custom

Code/Modifications/

Time to implement…


Premium Engagement Services IT value vs Business value

ERP Users are

producing high level of

tickets due to the

performance problems

on the ERP system

that was believed

(unconfirmed) to be

sales related.

Improve Performance

of the system and

reduce number of the

tickets.

Through Active

Embedded SAP

delivered Business

Process Performance

Optimization service

for related areas and

identified 4 transaction

and 1 index to be

improved.

Service reduced the order taking time

from 9m37s to 2m 21s and reduced

number of tickets.

Service reduced the order taking time from 9m 37s to

2m 21s (79%). Each individual can now process 5.300

additional sales orders per year/per person,

bringing the total capability up to 3.075.000 sales

orders per year. A reduction of capacity in the Sales

Order department with 75 people (30%) has been

agreed.

Approach Result

Target

Business requirement

of a retailer is to attack

new markets with

promotion and sales

through mobile

platform.

Implement Mobile

Application that will

promote products and

increase sales.

Utilize Rapid

Deployment Solution

and stand up a PoC

Mobile platform with

defined requirements via

Active Embedded.

Mobile Platform Live and operational in

time, on budget and without disruption to

the business.

30% sales increase in a fiscal year after

releasing new mobile platform.

Situation


A simpler way to deliver our services to your organization

Premium Support

Engagements

Premium support engagements for

on-premise solutions can easily be

extended by cloud premium support

engagements

Baseline Support

SAP Enterprise Support is the

default baseline for all SAP

products

Underlying incident and escalation

procedures are harmonized end-to-

end


recommended support offering for

solutions running on SAP HANA

Enterprise Cloud

SAP Enterprise

Support

Premium Support

Engagements

Baseline Support

• Mission Critical Support

• Personalization

• Empowerment

• Proactivity

• Innovation

SAP MaxAttention

SAP

ActiveEmbedded

SF Cloud

Solutions

Cloud

premium

support

engagement

Cloud

premium

support

engagement

SAP On-Premise

Solutions

SAP HANA

Enterprise

Cloud

Ariba Cloud

Solutions

Cloud

premium

support

engagements

Cloud

premium

support

engagement

…

*) Planned for Q1/2015.

* *


RUN SMARTER - SAP Premium Engagements Dragan Stanojevic

Tuesday 25/11/2014 at 1:40pm


SAP ONE Support

an overview

On-Premise Cloud and

BR/Ch.


Our Investment in The Evolution of Support From a reactive mode to a proactive enabler of business success

Value of

Support

On-Premise Cloud and

Time

Integrated

Support

2014+

Close collaboration with customers

to further develop the SAP

Enterprise Support portfolio for

Cloud and Hybrid scenarios based

on customer needs.

Continuous

Improvement

Accelerated

Innovation

Total Cost

of Operations Mission Critical

Support

and Performance


The best of cloud and on-premise combined into one

world

SAP ONE Support program enables IT to get full control of the end-to-end support process

Cloud

On-Premise


Expanding the value of all aspects of support and

maintenance

The SAP ONE Support program

will harmonize all aspects of

SAP support and maintenance

Portfolio

Processes

Support for IT

Enablement

One WebAccess

One Support Portfolio

One Support Delivery

One End-to-End (E2E)

Supportability and Lifecycle Management


SAP ONE Support milestones of 2014 and beyond

*) Mission / Innovation / Operations Control Center **) SAP Solution Manager 7.1, and in conjunction with SAP Enterprise Support or SAP PSLE

Time Q2 Q3 Q4 Q1

2014

One integrated access point for all

support inquiries globally (Call-1-

SAP)

Pilot version of launch pad for

personalized access

Initial set of SAP Enterprise

Support services for hybrid

deployments

SAP’s control center approach to

provide coverage for SAP’s hybrid

solution deployments

Wave 2 for hybrid and cloud-only

lifecycle management scenarios

(powered by SAP Solution

Manager)

Full portfolio of proactive services

in the baseline support offering

SAP Enterprise Support, i.e. ESR,

EWA, Remote Checks

Aligned and integrated incident

management

Seamless support experience with

ONE Support Portal

Lifecycle Management for end-to-

End supportability across

deployment models

Aligned and integrated incident

management

One harmonized escalation process

Backoffice support for easy phase-

in (MCC*)

One team approach for premium

engagements delivery (ICC and

OCC*)

IT Infrastructure (SAP Solution

Manager**)

- IT governance and

documentation- based scenarios

- Selected monitoring scenarios

2015

No

v ‘14


Seamless integrated support experience ONE Support Portal: support.sap.com

Cloud in SAP Support Portal

harmonized portal experience

First:

SuccessFactors integration

(planned for January 2015)

Next milestones: *

Ariba

Hybris

Sybase

*) Later in 2015

http://support.sap.com/


A simpler way to deliver our services to your organization

Premium Support

Engagements

Premium support engagements for

on-premise solutions can easily be

extended by cloud premium support

engagements

Baseline Support


default baseline for all SAP

products

Underlying incident and escalation

procedures are harmonized end-to-

end


recommended support offering for

solutions running on SAP HANA

Enterprise Cloud

SAP Enterprise

Support

Premium Support

Engagements

Baseline Support

• Mission Critical Support

• Personalization

• Empowerment

• Proactivity

• Innovation

SAP MaxAttention

SAP

ActiveEmbedded

SF Cloud

Solutions

Cloud

premium

support

engagement

Cloud

premium

support

engagement

SAP On-Premise

Solutions

SAP HANA

Enterprise

Cloud

Ariba Cloud

Solutions

Cloud

premium

support

engagements

Cloud

premium

support

engagement

…


* *


SAP ONE Support collaboration for premium support engagements

Example of a premium support engagement customer using SAP on-

premise and SuccessFactors cloud solutions


SAP ONE Support ensures an integrated delivery and engagement model!

Cu

sto

mer

ICC

/ O

CC

S

AP

MC

C SA

P S

taff

*) SAP Technical Quality Manager **) SuccessFactors Customer Success Manager

Customer CIO Customer Head of HR

SAP TQM * SF CSM **

SAP Engineering Architect

SAP MCC Engineers, Developers, etc.

Platinum Support SAP MaxAttention


SAP ONE Support collaboration for premium support engagements

Example of a premium support engagement customer using SAP on-

premise and SuccessFactors cloud solutions


The premium support

engagement approach

is to

Reduce the service to

software ratio

Increase the speed of

innovation

Simplify interaction with

SAP

Maximize value of

support

Reduced total cost of

operations

Run SAP like a Factory and end-to-

end

integrated application lifecycle

management

SAP Cloud powered by SAP HANA

Business process continuity

24 x 7 schedule in a globalized world

Business process

improvement

Protection of investments and

maximize

the use of what you have

Improve value chain and

reduce

innovation costs in fast cycles

Build SAP like a Factory

in an Innovation Control Center


Resolving incidents and escalations in one harmonized

approach

Aligned and integrated

incident management

Holistic experience

across your entire

landscape

All interactions

dispatched and routed

internally

Deployment support for

cloud and on-premise

integration

Harmonized end-to-end

escalation procedures

For cloud, on-premise,

and hybrid landscapes

All communication

channels, processes,

and reporting

mechanisms are

aligned to address your

mission critical

situations

SAP Mission Control Center

Incidents Escalations


End-to-end lifecycle management for on-premise and

hybrid

*) only for SAP Enterprise Support Customers

SuccessFactors

End-user experience monitoring

and end-to-end trace analysis for

SuccessFactors SAP HANA

BI monitoring, system monitoring

and guided procedures for SAP

HANA

SAP HANA Cloud Integration

Exception management and

integration monitoring for

SAP HANA Cloud Integration

Ariba Network

Message flow monitoring

for SAP PI and Ariba Network

hybris

System monitoring and

end-to-end trace analysis for hybris

SAP HANA

Quality gate management

for SAP HANA

7.1

SP10

SP10

SP10

SP10

SP12

SP05*

*

*

*


To summarise

*) only for SAP Enterprise Support Customers

7.1

short presentation title - sapusers.org · sap jam group will be solution manager readiness in...

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