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SAP Enterprise SupportProactivity from day one across all deployment scenarios

İsmail BozUmut Barış Varol 8 Mayıs 2015

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Customer

Agenda

Açılış 09.30

Kurumsal Destek 09.45

Kanal Üzerinden Destek Yapısı 10.45

Kahve Molası 11.00

Kurumsal ve Standart Destek Arasındaki Farklar 11.15

Premium Servisler 11.30

Soru/Cevap 11.45

Kapanış 12.00


A World of Change – A Digital World

SocialMore than one billion people are actively engaged in social networks

MobileThere are now more mobile devices on earth than there are people

Big data50 billion devices will be capable of connecting to the Internet, resulting in an explosion in the amount of data

CloudCloud computing will become the bulk of new IT spend by 2016


A World of Opportunities – Are You Prepared?

There is a pressing need to ensure that IT spending drives business value and financial performance — not simply to keep the lights on*

IT needs to increase its value proposition to the business while reducing associated cost. Increased automation and reduction of complexity are paramount to this objective**

More than 60% of CEOs

complexity is getting worse, translating into a need to reduce complexity and to run simpler

90% of leaders say that

expect 15-50% of their earnings growth in the next 5 years to come from technology-enabled business innovation

*) Source: Gartner Webinar “Spend Less on IT, Drive More Value: How Best-in-Class SMB Organizations Do It”**) Source: http://pages.frontrange.com/AW_Gartner-Predicts-2014-Report.html

http://pages.frontrange.com/AW_Gartner-Predicts-2014-Report.html

http://pages.frontrange.com/AW_Gartner-Predicts-2014-Report.html


Support Should Be Much More Than a Help DeskSupport should be an enabler to help you meet your company goals

Key elements of innovative support…

Build the skills that build value to increase IT efficiency

Reduce operational costs

Focus more of your energies on business innovations

Get relief from critical situations through round-the-clock production-down support

Quickly identify and resolve issues

Higher reliability

Unlock the business value of existing investments

Introduce new innovations in a swift manner that helps minimize risk

Benefit from a proactive engagement to run at peak performance

Get advice on how to best use available resources and avoid unnecessary efforts

Access support experts when needed to help ensure positive business outcomes

EmpowermentMission Critical Support

Innovation & Value Realization

Collaboration

Empower your people Rely on business continuity Realize value and innovate faster Engage with experts


SAP Global Service & SupportMaking you successful through world-class customer-centric support

SAP support: 40+ years of expertise

8,000+ SAP support experts

15,000+SAP developers (as backup)

Globalorganization

Localorganization (54 countries)

24x7x365available for our customers

282,000+ customers

190+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


Our Investment in the Evolution of SupportFrom a reactive mode to a proactive enabler of business success

Value ofSupport

Continuous Improvement

AcceleratedInnovation

Total Cost of Operations

Time

Integrated Support

(SAP ONE Support program)

2014+

Mission Critical Support

and Performance

Close collaboration with customers to further develop the SAP Enterprise

Support portfolio for cloud and hybrid scenarios based on customer needs.

Cloud and On-Premise


SAP Enterprise SupportProactivity from day one complementing first class issue resolution


Empowerment

Collaboration


Proactive and preventive support from day one covering the complete lifecycle

24x7 production down support based on service level agreements

Smooth integration of cloud solutions and end-to-end supportability of hybrid landscapes

Faster time-to-value and accelerated adoption of innovations with minimal business disruption

Automation capabilities of SAP Solution Manager for on-premise and hybrid scenarios

Built-in SAP ONE Support capabilities: Consistent and meaningful support experience across all deployment options

Customer

SAP Enterprise Support


Delivering ONE Customer Support ExperienceWith SAP Enterprise Support for SAP On-Premise Solutions and SAP Enterprise Support, cloud editions


Empowerment

Collaboration


Customer


SAPOn-Premise

Solutions

SFCloud

Solutions

…SAP

S/4HANA(cloud edition)

SAP ByD

SAPBusiness ByDesign


Mission Critical SupportHigher reliability of business processes and applications

Accelerated problem resolution for productive system incidents and critical projects

Minimized business disruption and reduction of unforeseen downtime

Reduced financial impact of support issues


24x7 mission critical support based on first-

class service level agreements

SAP Enterprise Support advisory: Additional

escalation level in case of mission critical

support situations

24x7 access to the Customer Interaction

Center

Access to the SAP’s global support backbone,

including the SAP Service Marketplace and

the SAP Support Portal

End-to-end supportability in hybrid SAP

landscapes (incl. access to best practices

for integration)

New incidentService Level Agreement

Incident Priority

Initial Response Time*

Corrective Action(Work-around / action plan)

1

1 hour

4 hours

2

4 hours**

n/a

Initial response / Corrective actionbased on SLA

*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide); **) Prio 2: only during SAP’s local office time


SAP Enterprise Support Academy empowers you to build up the knowledge and skills needed to fully maximize the benefit of your SAP solution.

https://support.sap.com/esacademy

Platform People Practice

EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy

We help professionals stay up-to-date

by providing expert content in various

formats and levels of detail, thus

supporting individualized “just-in-time”

learning.

We help boost collaboration between

business and IT units by explaining the

SAP Enterprise Support offerings for the

key roles in the different functional

departments.

We help customers easily access

SAP Enterprise Support offerings.



QuickIQs

Continuous Quality Check &

Improvement Services

Accelerated Innovation Enablement

Best Practices

Meet-the-Expert sessions

Expert-Guided Implementations

Guided Self-Services

Meet-the-Expert Replay Library

EmpowermentSAP Enterprise Support Academy delivery formats


The support advisory guides you during mission critical situations and interacts with your IT staff − your own Customer Center of Expertise.

SAP Enterprise Support Advisory

Social Business Collaboration

Customer Center of Expertise

Collaboration with the SAP Support OrganizationOver 40 years of expertise in support

On-demand, 24x7, worldwide access to

a social business collaboration platform

(SAP Jam) connecting you directly with

SAP experts and peers.

Establish a team that interacts across all business units. Ideally located in your company’s application management unit, it brings all stakeholders to the table to resolve challenges.

Contact the SAP Enterprise Support

Advisory for SAP Enterprise Support

queries, to review and plan services

around your projects and operational

mission critical situations.

https://support.sap.com/esadvisory

https://support.sap.com/esadvisory


Thank You for Calling SAP Active Global Support…

Call our global toll-free telephone numberfor contacting SAP support

accessible in most countries through landline phones and some mobile providers

Access to service menu to select a specific product area you require

Please start using this number today and enjoy an easier way to contact SAP support!

0216 633 0351SAP Node:560499

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*) Access the CALL-1-SAP country list to see how the new number would be accessible from your country; In some countries use of mobile / VOIP connections might not be supported

https://service.sap.com/call1sap/countries

https://service.sap.com/call1sap/countries

http://service.sap.com/call1sap

http://service.sap.com/call1sap


SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations.

SAP Enterprise Support Opportunity Report

SAP Solution ManagerSAP Enterprise Support Value Maps

Innovation & Value RealizationDrive innovation and get more value from your SAP investments

Maximize the value of your support

engagement with SAP by streamlining

internal processes, minimizing manual

effort, reducing operational costs, and

introducing new business functionality

with greater ease (in on-premise and

hybrid deployment scenarios)

Get a navigation system that will guide

you to the right SAP support services,

tools, and offerings allowing you to

optimize operations and to bring

innovation to your company faster.

See how SAP Enterprise Support

translates into tangible business benefits

through the SAP Enterprise Support

opportunity report and get actionable

recommendations on where to improve.


SAP Enterprise Support Opportunity ReportSee how SAP Enterprise Support translates into tangible business benefits

Insightful benchmarks

Impactful improvement areas by combining findings from our customers’ SAP applications with benchmarks from industry peers

Industry specific

Tailored to the specifics of our customers’ industry and applications with clear focus on common terminology

Efficient

Aggregates information for decision makers with actionable recommendations for next steps

More information...

http://www.sapsupport.info/eso


SAP Solution Manager is one combined solution to efficiently manage IT and to introduce new functionality for meeting business requirements.

https://support.sap.com/solutionmanager

Business innovation IT management SAP innovations

SAP Solution ManagerImplement IT simplification and IT excellence to increase business value

ITIL-aligned IT Service Management and

ALM processes to manage SAP and

non-SAP components plus

proven methodologies.

Implement and manage SAP innovations

such as SAP HANA, mobile solutions, or

hybrid IT landscapes and leverage the

full potential.

Industrialized assembly of solutions and

implementation of new business

functionalities through methodologies

such as the two value releases per year.

https://support.sap.com/solutionmanager.html


IT Landscape ManagementSAP Solution Manager addresses your entire IT environment

Solution Documentation

Solution Implementation

Template Management

Test Management

Change Control Management

Upgrade Management

Custom Code Management

Maintenance Management

Business Process Operations

Application Operations

IT Service Management

ITIL is an IT management framework

that provides practices for Information

Technology Services Management, IT

development, and IT operations.

Information Technology Infrastructure Library (ITIL)

ALM is a continuous process of managing

the life of an application through

governance, development, and

maintenance.

Application Lifecycle Management (ALM)

Workcenters


What you get: A portfolio of 15+ continuous quality checks (CQCs) help to handle top-issues or to de-

escalate critical situations during implementation, operations and innovation of the customers’ SAP solution

How you benefit: Cut down on time and budget for implementation and innovation Improve system performance, availability, stability, and data consistency Quality checks to avoid critical situations in the future –

active risk mitigation

Direct access: TQC Information Library

Remote ServicesContinuous Quality Checks (CQC)

Technical quality checks are remote services which help to reduce your technical risk and outline optimization potential

IncreaseIT effectiveness

Decreaseproject risks

https://partneredge.sap.com/en/partnership/support/ep-support/tools-assets.html

https://partneredge.sap.com/en/partnership/support/ep-support/tools-assets.html


Area Selection of available tools and servicesBook services via the SAP Enterprise Support Academy

Continuous quality checks & improvement services

Continuous quality check for implementation

Continuous quality check going live support

Continuous quality check SAP EarlyWatch Check

Best practices

Availability and continuity management

Job scheduling management

Landscape and configuration best practices

Quick-IQs

How to manage messages on the SAP Service Marketplace

How to maintain an SAP router for your system

How to Configure Google Cloud Messaging (GCM) in SAP Afaria

Expert-guided implementation sessions

Authorization concept & roles in SAP Solution Manager 7.1

Data volume management

SAP HANA Cloud Platform

Guided self-services

Performance optimization

Business process analytics and improvement

SQL statement tuning

Accelerated innovation enablement sessions

SAP Cloud for Customer

Extended implementation content for LoB

New functionality in SAP ERP

Meet-the-expert sessions

Cloud Integration: Connecting both worlds

Expand Your SAP ERP into the new SAP Cloud Applications

How to operate SAP cloud solutions with SAP Solution Manager

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Inn

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* Selection and delivery of services to be decided between SAP and customer and according to contract

SAP Enterprise Support: 1,100+ Support Services Available*Coverage for any situation

Inte

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Le

vera

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15+ available guided self-services

190+ available accelerated innovation enablement sessions

630+ available meet-the-expert sessions

50+ available expert-guided implementation services

170+ available quick-IQs

60+ available best practices

20+ available checks and services

http://support.sap.com/esacademy

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








Think of SAP Enterprise Support value maps as a form of navigation system that helps you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.


Navigate to solutions Expert GuidanceSocial Business Collaboration

SAP Enterprise Support Value Maps The unique navigation system for maximizing success powered by the SAP Enterprise Support Academy

Get personal remote guidance from SAP

support experts and engineers who

moderate each value map space.

On-demand expertise via a cloud-based

social collaboration platform (SAP Jam),

connecting you directly with SAP experts

and peers – also available from your

mobile device.

Simply navigate to the relevant SAP

Enterprise Support value map and

discover different roadmaps to enable

you to swiftly leverage the business

benefits to overcome the most common

business challenges.



SAP Enterprise Support Value MapsRoadmap

GENERALLY AVAILABLE SAP HANA Mobile Solutions Custom Code Management Technical Monitoring & Alerting Data Volume Management Security Test Management SAP Solution Manager Readiness Analytics

PILOT PHASE

April2015

Change Control Management Business Decision Makers Cloud

More information...

powered by the SAP Enterprise Support Academy

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


SAP Enterprise Support Value MapsExample: Value Map for Data Volume Management

SAP Enterprise Support value maps enables you to quickly identify the relevant SAP Enterprise Support services, tools, and expertise to reduce your data volume.

Assessment and Introduction

Overview session Service “Data Volume

Management” Self-assessment Determine scope

and benefit …

01

Not registered for this value map? Register here »

Get engaged with other experts and access this SAP Jam Community »

Need a SAP Support Portal login (S-User)? Register here »

Book suitable offerings via SAP Enterprise Support Academy »

Implement Data Management Concept

Recommendation and guidance on data management methods

Implement archiving concept

…

03

Operations and Improvement

Quality check of concept implementation

Analysis and monitoring of data volume changes

…

04

Planning

Guided self-service Data management

guideline Expert guided sessions

for detailed analysis Operations control center

dashboard demonstration …

02

Example of a customer-specific roadmap

powered by the SAP Enterprise Support Academy

https://www.sapsurvey.com/cgi-bin/qwebcorporate.dll?idx=TT8Z54

https://service.sap.com/request-user

https://jam4.sapjam.com/extranet/jamatsap.com

http://service.sap.com/sap/bc/bsp/spn/esa_redirect/index.htm?gotosearch=X&searchterm=Business%20Process%20Improvement


Carsa S.A.: Reducing Data Volume for Better Performance with SAP® Enterprise Support Value MapsCompanyCarsa S.A.

Headquarters Chaco, Argentina

IndustryRetail

Products and ServicesConsumer electronics, household merchandise, music, and films

Employees2,500

RevenueUS$625 million

Web Site www.musimundo.com

Top objectives Improve database management and performance by reducing its size Optimize the SAP® Solution Manager application management solution to help ensure that SAP

software can continue to scale with business growth

Resolution Used SAP Enterprise Support value maps for data volume management Followed best practices for data volume management using the SAP Jam social software

platform Mapped out scenarios to align IT infrastructure with business needs and to better track IT

performance indicators

Key benefits Reduction in database size and hardware costs 20% to 30% improvement in performance of database communication processes for material

and purchasing documents, delivery, accounting, and interface posting Faster generation of statistics and less downtime for database upgrades HR training to teach best practices for data volume management Knowledge sharing for SAP user community through social networking

"To reduce data volume in our SAP applications, we leveraged SAP Enterprise Support value maps. SAP Solution Manager became our main IT management solution, enabling us to proactively and continuously manage IT resources. We significantly cut data volume for SAP ERP, SAP CRM, and SAP Business Warehouse.”

Diego Gómez, Manager, Carsa S.A.

25%Less downtime for upgrade and migration projects

10 GBApproximate reduction in monthly data volume growth for the SAP ERP application

100 GBReduction in data volume for the SAP Customer Relationship Management (SAP CRM) application

380 GBReduction in data volume for the SAP Business Warehouse application

Find further references

Learn more about this story

http://www.musimundo.com/

http://www.sapsupport.info/references/reference-navigator/

https://dam.sap.com/mac/download/a.htm?k=xOHgmtHyPgymXlUEn6UJOwOlxOgwysmgXxnAyXESxRgOSwXh&c=67


Reducing Custom Code with SAP® Enterprise Support Value Maps and SAP Solution Manager

CompanySolen Cikolata Gida Sanayi ve Tic. A.S.

HeadquartersGaziantep, Turkey

IndustryConsumer products – food

Products and ServicesChocolate and cocoa products

Employees1,700

RevenueUS$4 million

Web Sitewww.solen.com.tr

PartnerSAP® Active Global Support organization

Top objectives Reduce unused custom code and increase code quality Build a monitoring process for managing custom code Move closer to the standard for SAP solutions to ease upgrade projects

Resolution Leveraged the SAP Enterprise Support value map for custom code management Set up code quality checks with tools for code inspection from SAP Identified cloned objects from SAP software that could be replaced with a more current version

of the standard code object from the SAP solution

Key benefits Greater visibility of custom code quality, quantity, and usage from creation through retirement Lower total cost of ownership Lower risk to daily operations due to inefficient code Fewer production errors in custom objects Greater understanding of objects affected by changes like upgrades

"We leveraged the SAP Enterprise Support value map for custom code management to get full transparency regarding quality and usage of custom code. We are now proactively monitoring custom code with the SAP Solution Manager application management solution. The value map helped establish best practices, which we will continue to follow.“

Hakan Edis, IT Director, Solen Cikolata Gida Sanayi ve Tic. A.S.

42%Improvement in the quality of custom code objects

13%Fewer custom code objects

13%Of custom code objects move to the standard for SAP solutions

33281 (14/11) This content is approved by the customer and may not be altered under any circumstances.

http://www.solen.com.tr/


Lifetime Support by SAP100% committed to customer success.

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SAP ActiveEmbeddedEnhanced support partnership for optimization of solutions and

accelerating adoption of game changing technology

SAP MaxAttentionStrategic support partnership for continuous business

innovation and co-innovation

SAP Enterprise SupportThe foundation to implement,

operate & innovate better

Implement Better

Operate Better

Innovate Better


SAP Enterprise SupportMaximum value for your business

Time to Value

Reduce the time to realize the expected value from new business needs implemented with SAP solutions

Business Continuity

Secure your business continuity and reduce the risk of business disruption from your SAP landscape

Total Cost of IT

Streamline your ALM processes to enable potential cost reduction

Innovation Agility

Get your systems ready for future application evolution and innovation

Continuous Business Improvements

Improve business performances of your current business processes enabled by SAP solutions


Customer

SAP Enterprise Support starts with day one and never ends!