GETTING STARTED Become a Best-Run Business with SAP Enterprise Support

Version: 1.7 | Date: 21/08/14

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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

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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

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Getting Started with SAP Enterprise Support Step by step

1. Engage with SAP Active Global Support

2. Leverage Services of SAP Enterprise Support Academy

3. Setup SAP Solution Manager & Remote Supportability

4. Establish Customer Center of Expertise

5. Execute Engagement Methodology

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Customer Incident Maintain System Data SAP Support Backbone

Interact with Customer Interaction Center

SAP Enterprise Support

Advisory

Customer

Interaction Center YOU

Customer Interaction

Center

Contact the Customer

Interaction Center

Via telephone:

SAP Note 560499

Via online webform:

Support Centers

Via our new:

CALL-1-SAP number

For further details,

please refer to:

SAP Active Global Support

Customer Interaction Brochure

Customer Interaction Center (CIC)

Provides 24 x 7 central point of contact with queries such as:

• Questions and issues around s-user

• SAP Service Marketplace navigation – SAP Support Portal

• Speeding up (acceleration) and escalation of SAP customer

incidents

• Entry channel to SAP Enterprise Support advisory center for

mission critical support

Customer

Interaction Center

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Engage with SAP Enterprise Support Advisory

SAP Enterprise Support Advisory

A team of specialized Support Advisors that guide you

through the SAP Enterprise Support offerings to help you

implement, operate and innovate better:

• Delivering SAP Enterprise Support Setup Service

• Defining a proactive Tailored Support Engagement Plan

• Identifying the best ES Academy education elements

• Providing functional and technical expertise on key

areas via the Enterprise Support Value Maps

• Acting as an additional escalation level in case of

Mission Critical Support situations

• Driving Innovation

• Providing SAP Enterprise Support Report

• Supporting Solution Manager Readiness

• Delivering your Customer Center of Expertise Primary

Certification audit

Customer Incident Maintain System Data SAP Support Backbone SAP Enterprise Support

Advisory

Customer Interaction

Center

Submit your project information to get help planning your Go-live

services by filling in the online form

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SAP Support Backbone SAP Service Marketplace and SAP Community Network

SAP Community Network (SCN) SAP's professional social network,

comprises several collaborative communities.

SAP Support Portal The SAP Support Portal is your one stop for all

support and service related needs.

• SAP Notes search and incident wizard

• SAP software distribution center

• Administration of remote connections

• License key & requests

• SAP service & software catalog

• SAP Enterprise Support Academy

• Discussion forums, blogs & videos

• Quick access to expert advice

• Online trainings

• Software downloads

http://scn.sap.com

https://support.sap.com For a personal demo, visit the Support Portal Getting Started page:

https://support.sap.com/support-welcome Help

Customer Incident Maintain System Data SAP Support Backbone SAP Enterprise Support

Advisory

Customer Interaction

Center

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System Data Maintenance

Additional Information

Maintain System Data

Learn about System Data

Maintenance

System data overview report

System data synchronization

between SAP Solution Manager

and SAP Support Portal

How to maintain System Data

(YouTube)

System data maintenance

collective note (172481)

Functions which ease system data maintenance:

• The system data overview report allows to review

maintained system data at a glance and to easily

update them

• System data synchronization between SAP Solution

Manager and SAP Support Portal can be used

Up to date system data is the basis for a great

support experience:

• Correct system data helps to achieve a higher quality of

search results (e.g. search for SAP Notes)

• Some support applications refer automatically to the

system data in order to avoid a repetitive input of data

(e.g. create a customer incident)

Customer Incident Maintain System Data SAP Support Backbone SAP Enterprise Support

Advisory

Customer Interaction

Center

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Customer Incident

Access the topic directly

via this Quick Link: https://support.sap.com/incident

Additional information:

How to create a "Perfect

Customer Message" in SMP

(YouTube Video)

Support Essentials (PDF

Presentation)

Support Essentials (MTE Replay)

The perfect Customer Message

(MTE Replay)

How to Manage Messages on the

Service Marketplace (Quick IQ)

Create customer incident with following content:

• Choose Installation and system number

• Select the correct component

• Enter S-user/person getting the error message

• Provide step by step description including

navigation and description of expected results

• Add screenshot of error message

• Open service connection

• Provide login data (SAP Note 508140)

• Carefully select the incident priority (SAP Note 67739)

For any problem with this application create an

incident under component: XX-SER-SAPSMP-IBX

Customer Incident Maintain System Data SAP Support Backbone SAP Enterprise Support

Advisory

Customer Interaction

Center

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Getting Started with SAP Enterprise Support Step by step

1. Engage with SAP Active Global Support

2. Leverage Services of SAP Enterprise Support Academy

3. Setup SAP Solution Manager & Remote Supportability

4. Establish Customer Center of Expertise

5. Execute Engagement Methodology

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SAP Enterprise Support Academy Empower Your Employees

Mission

SAP Enterprise Support Academy empowers you to build

up the knowledge and skills needed to fully maximize the

benefit of your SAP solution.

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.

Platform People Practice

Visit http://support.sap.com/esacademy

Subscribe to the SAP Enterprise Support Academy newsletter

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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.

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SAP Enterprise Support Academy Service details (1)

Scope Process Benefits

Ac

ce

lera

ted

Inn

ova

tio

n E

na

ble

me

nt

Live expert

session or expert

on demand

YOU SAP solution

architect

Evaluate SAP enhancement

package technology or new

functionality for SAP Business

Suite in live expert or expert-on-

demand sessions

• Get structured guidance and

support from SAP experts

• Involve different departments

• Get a summary report of your

session after execution

Me

et

the

Ex

pe

rt The portfolio covers the entire

variety of support specifics as

part of end-to-end operations:

Topic deep dives will equally

be covered as well as new

concepts or strategy items

• The format is interactive as

it will allow for questions and

answers

• Recordings can be accessed

through the meet- the-expert

archive

1-2 hours

live webinar

(Meet the Expert) session

SAP expert Customers

• Direct access to SAP experts

• Direct execution of planned

activities in your SAP

landscape

• Convenient remote delivery Ex

pe

rt-g

uid

ed

imp

lem

en

tati

on

YOU SAP expert

Empowering

1-2 hours

each morning

1

Execution 2-3

hours on the

same day

2 Expertise on demand

during execution

3

Multi-day training, practical

experience and expertise on

demand, focusing on application

lifecycle management with SAP

Solution Manager and

preparation for self-service

delivery

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SAP Enterprise Support Academy Service details (2)

Gu

ide

d S

elf

-Se

rvic

es

Improve areas such as system

performance, data volume

management, change

management, security

optimization, business process

using guided procedures

• Use them by your own, when

and how often you want

• Guided self-services are

executed via SAP Solution

Manager

Self-service

execution via

guided procedures

YOU

Process

Tutorials provide practical

hands-on instructions in order to

enable customers to make or

change system settings

Qu

ick

-IQ

Access

tutorials

library

YOU Tutorials

Scope Benefits

• Get short and concise

guidance

• Make system changes

autonomously

Documents describe SAP’s

experience and lessons learned

implementing and operating

SAP Business Suite as well as

other SAP solutions

• Get structured guidance and

support from SAP experts

• Involve different departments

of your company

• Get a summary report

Bes

t P

rac

tic

es

Access

best practices

library

Documents YOU

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Continuous Quality Checks & Improvement Services

along the SAP Software Lifecycle

Implementation Innovation Operation

• CQC Business Process

Performance Optimization

• CQC Technical Performance Optimization

• CQC Data Volume Management

• CQC Security Optimization Check

• CQC Early Watch Check

• CQC Business Process Analysis

and Monitoring

• CQC OS/DB Migration

• CQC Transport Execution Analysis

• CQC Upgrade Assessment

• CQC EHP Installation Check

• CQC for Upgrade

• CQC Downtime Assessment

• CQC Going Live Support

• SAP Modification Justification Check

• CQC for Implementation

• CQC Going Live Support

• CQC Integration Validation

• CQC Configuration Check

• SAP Custom Code Maintainability Check

Continuous Quality Checks (CQC) are remote services which help you to

reduce technical risks and outline optimization potentials. These services help

to cut down on time and budget for implementation and innovation and improve

system performance, availability, stability and data consistency.

Additional Information

SAP Enterprise Support Services

Central preparatory note 91488

Open a customer incident on component

SV-BO-REQ to request a remote service

Contact your SAP Enterprise Support

advisory to get a tailored service plan.

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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.

SAP Enterprise Support value

maps help you to get more

quickly from A to B.

Guidance

SAP Enterprise Support value

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 >

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Getting Started with SAP Enterprise Support Step by step

1. Engage with SAP Active Global Support

2. Leverage Services of SAP Enterprise Support Academy

3. Setup SAP Solution Manager & Remote Supportability

4. Establish Customer Center of Expertise

5. Execute Engagement Methodology

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SAP Solution Manager - IT Landscape Management SAP 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

Technical Operations

Application Incident Management

ITIL is a 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

Root Cause Analysis Define Landscape Connect Systems Install Overview

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Root Cause Analysis Define Landscape Connect Systems Install

Install and Configure SAP Solution Manager

SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support:

• SAP recommends the installation of SAP Solution

Manager 7.1

• SAP Solution Manager 7.1 is configured using an automatic

basic configuration (accessible via transaction code

SOLMAN_SETUP)

Use the expert-guided implementation service to accelerate your implementation!

Additional Information

SAP Solution Manager landing

page

SAP Solution Manager online

documentation

SAP Solution Manager training

and services

SAP Solution Manager usage

rights

Overview

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Establish Remote Connectivity to SAP

Additional Information

SAP Remote Support landing

page

Using Remote Service

Connections on SAP Support

Portal - User Documentation

SAP Router Information

Available Connection Types

Remote Support - Help

SAP’s remote support infrastructure enables efficient

support processes, by allowing SAP support employees

access to the customer’s solution from SAP’s network.

This infrastructure is used for several SAP Enterprise

Support components:

• Continuous quality checks

• Incident management

• Software updates

• Knowledge databases and communities

• SAP EarlyWatch Alert

Root Cause Analysis Define Landscape Connect Systems Install Overview

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Activate SAP EarlyWatch Alert for Productive

Systems

Additional Information

SAP EarlyWatch Alert

How to activate the SAP

EarlyWatch Alert - Online Help

Using EarlyWatch Alert

(1257308)

SAP EarlyWatch Alert

processed at SAP (Note

207223)

SAP EarlyWatch Alert:

• Monitors the essential administrative areas of SAP

components

• Keeps you up to date on their performance and stability

• Runs automatically to keep you informed

• Allows you to react to issues proactively, before they

become critical

Root Cause Analysis Define Landscape Connect Systems Install Overview

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Root Cause Analysis Define Landscape Connect Systems

Define Solution Landscape

Additional Information

Solution Documentation

Overview

SAP Standard Solution

Documentation

SAP Solution Documentation

for Custom Development

SAP Solution Documentation

Assistant

Mission critical support requires

comprehensive documentation of:

• Existing solutions

• Business processes

• Custom code

• Interfaces and

partner solutions

Use the SAP solution documentation

assistant to determine the business processes

that are used in production systems and

display this use graphically.

Install Overview

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Root Cause Analysis Define Landscape Connect Systems

Setup SAP Solution Manager Diagnostics

Additional Information

SAP Solution Manager

Diagnostics

End-to-End Root Cause

Analysis

End-to-End Root Cause

Analysis Overview Presentation

SAP Solution Manager diagnostics:

• Provides efficient and safe end-to-end root cause analysis

of incidents

• Supports ABAP, Java, or C(++), Microsoft .NET framework

Standardizes, aggregates, and correlates:

• Performance and resource metrics

• Access to technical configuration

• Exceptions (critical logs and dumps) and traces

• Transparency on changes to software

(code), configuration, or content

Install Overview

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Getting Started with SAP Enterprise Support Step by step

1. Engage with SAP Active Global Support

2. Leverage Services of SAP Enterprise Support Academy

3. Setup SAP Solution Manager & Remote Supportability

4. Establish Customer Center of Expertise

5. Execute Engagement Methodology

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Establish Customer Center of Expertise

Primary Customer COE Functions:

• Information Management

• Contract- & License Management

• Influence SAP Development

• Support Operations

Primary Certification Process:

• Complete checklist and submit to SAP

• Customer incident will be automatically generated on behalf of the

customer under component "SV-BO-REQ"

• SAP validates, tabulates the score from the checklist

• Customer is notified of certification results

Validity of Customer COE Certification:

• Maximum 2 years

• Recertification at least every 2 years

Customer Center of Expertise (Customer COE) drives transparency and integrated quality

management for resolution of critical challenges across SAP solution operations.

Benefits Readiness Checklist Overview

Additional Information

Customer Center of Expertise

landing page

Getting Started with Primary

CCOE Certification

Value of Customer COE

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Readiness Checklist for

Customer Center of Expertise

In order to achieve Customer Center of Expertise certification the following items

must be considered:

Benefits Readiness Checklist Overview

• Distribution of information

serve as primary contact point for all SAP-specific questions, organize access to SAP information and distribute information

to specific target groups (management, end users or project teams). Initiate knowledge platforms on SAP topics and

information exchange meetings.

• Contract and license processing in conjunction with SAP

ensures the customer is using its purchased license according to what has been licensed, thus mitigating potential

implications of using unauthorized licenses.

• Influence SAP Development

is focusing on areas, where customer´s business requirements are not covered by SAP standard functional scope. This

includes that Customer COE is at least informed about customer´s internal processes, tools and services to avoid SAP

source code modifications. SAP will continue to create and evolve our products and solutions to help our customers run

their businesses better. To structure the input and feedback SAP runs three major programs: Improve / Innovate / Vision.

• Set-up a support operation with a sufficient number of support consultants

is about the overall collaboration with SAP support in all areas, such as incident management, problem management, SAP

Solution Manager usage and support services offerings. In addition there is contact information and collaboration contact

checks included. Information is taken from the SAP Enterprise Support report.

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Value Offerings for Certified Customer COE’s:

• Get clarity how you perform compared to your peers:

Benchmarking results provided within Customer COE Certification service report

• Accelerated customer incident treatment:

SAP customer incident flagging for certified Customer COE’s

• Free SAP Online Knowledge Products (OKP) access for 10 users

• Accelerators for value development provided for Customer COE’s requirements:

Customer examples on Customer COE topics of interest

SAP best practices / and guidelines on core competencies

CCOE event information calendar

Benefits of Customer Center of Expertise

Benefits Readiness Checklist Overview

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Getting Started with SAP Enterprise Support Step by step

1. Engage with SAP Active Global Support

2. Leverage Services of SAP Enterprise Support Academy

3. Setup SAP Solution Manager & Remote Supportability

4. Establish Customer Center of Expertise

5. Execute Engagement Methodology

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Engagement Quality Measurement Services

Execute Engagement Methodology

Support Plan Benefit Case 360° Review

Assess your

situation and

identify

potentials for

improvement

• Identify and

prioritize added

value to your

organization

based on 360

degree review

• Define potential

KPIs for

measurability of

the benefit

Clear definition

of activities

and services

(including self-

guided

services)

required to

achieve the

benefit

Execute guided

self-services

and derive

action plans to

achieve

improvements

Measurement

and reporting of

KPIs

SAP‘s quality review for

continuous improvement of

our engagement

Additional Information

• Engagement Methodology

• Engagement Methodology - Expert

Guided Implementation

• Engagement Methodology - Meet the

Expert (Replay)

• Now SAP Engagement Methodology

is enriched with SAP Enterprise

Support value maps

The SAP Enterprise Support engagement methodology provides the

customer with a model to help them engage and execute their SAP Enterprise

Support engagement:

SAP Solution Manager

is the delivery

platform!

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Thank You!

Appendix

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SAP Enterprise Support Cheat Sheet

1. If you are getting started with SAP Service Marketplace, go to:

http://support.sap.com/support-welcome

2. The customer interaction center is the central entry point for all support requests.

It also acts as a key entry point to the SAP Enterprise Support advisory center for SAP

Enterprise Support customers. More Information can be found under:

http://support.sap.com/supportcenters

3. To learn more about the scope of SAP Enterprise Support and the included remote

services go to http://support.sap.com/enterprisesupport and read the getting started

brochure

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1. Engage SAP Enterprise Support advisory center Establish communication to jointly enable SAP Enterprise Support deliverables such as a service plan with

a focus to establish an application lifecycle roadmap

2. Leverage services of SAP Enterprise Support Academy to upskill yourself E.g. use Expert Guided Implementation for installation of SAP Solution Manager

3. Install and fully enable and activate SAP Solution Manager Allows you to maximize the value of our suite of tools available as part of SAP Solution Manager (e.g.

RCA/SMD, Wily Introscope and Redwood job scheduler)

Establish a connection between SAP Solution Manager and SAP Assists SAP to understand solution used productively by customer and allow SAP to leverage benefits of

solution manager for core business processes, these include quality gate, change analyzer, business

process monitoring and others

Activate SAP EarlyWatch Alert for the production systems Enables SAP to proactively alert customers of potential problems before they impact business continuity

Maintain adequate and current records of all modifications Enables SAP and the customer to accelerate resolution of problems, and in production down situation

accelerate understanding of custom code usage and potential impact

4. Establish and maintain an SAP-certified Customer COE Maximizes SAP ability to promptly respond to customer incidents, ensure the customer leveraged self help

resources such as SAP Service Marketplace knowledge base and provided enough detail in the incident to

maximize incident handling prioritization, issue replication and communication processes

SAP Enterprise Support Readiness Checklist

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Leverage SAP Support Portal

SAP Support Portal:

• SAP Notes Search

• SAP Incident Wizard

• SAP Software Distribution Center

• Admin of Remote Connections

• License Key & Requests

• SAP Service Catalog

• SAP Software Catalog

Additional Information

Request a Personal Demo:

http://support.sap.com/support-

welcome Help

Direct Access:

http://support.sap.com

Click here to learn more

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Service Level Agreement

The service level agreement (SLA) is an agreement between SAP and the customer that defines a minimum

timeframe to work on customer incidents. The SLA consists of an initial response time and corrective action

which will help to:

• Accelerate problem resolution for productive system incidents and critical projects

• Minimize business disruption and unforeseen downtime

• Help to reduce financial impact of support issues

Service Level Agreement

Incident Priority 1 2

Initial Response Time 1 hour 4 hours

Corrective Action (Work-around / action plan)

4 hours n/a

SLA

Support Engineers Customer

New incident

Note: More detailed information, such as the SLA prerequisites and exclusions, can be found in SAP

Service Marketplace under Scope Description for Direct SAP Customers.

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Additional Information: Advanced remote service delivery notes (1793264)

Preparation Step 2 Service Booking 1

• Service Request

by customer

• Service Booking

by SAP support contact

Alerts & Follow-Up 4 Service Delivery &

Report 3

• Preparation steps

Customers prepare

service session in their

SAP Solution Manager

( 5-steps)

• New user-friendly

design

to ensure customer

completes all required

steps

• Less Preparation

through pre-filled

customer information

• Automatic Start

of service session at

customer Solution

Manager after

completion of

preparation step at

planned delivery date

it is no required to

open remote connection

manually

• Automatic Delivery

of service report in SAP

Solution Manager

• Alerts/Critical Issues

In case of an alert…

• Automated sending

of alerts allows SAP

to identify whether

customer needs expert

support

• Alerts/Critical Issues

are checked proactively

in more detail by SAP

experts who will reach

out the customer.

SAP Solution Manager

SAP

Advanced remote service delivery

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Note # Description

16018 More information required on reported message

35010 Service connections: composite note (overview)

52505 Support after end of mainstream/extended maintenance

67739 Priorities of problem messages

83020 What is consulting? What is support?

90835 SAP message escalation procedure

91488 SAP Support Services - Central preparatory note

505060 Extended maintenance for SAP R/3 and SAP R/3 Enterprise

560499 Global support customer interaction – contact details

736045 Complaints concerning service and support

1281633 Speed up processing of a customer message

1793264 Advanced remote service delivery

Tip: Access SAP Notes via

https://support.sap.com/notes

Useful SAP Notes

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Topic Quick Link

Support Welcome https://support.sap.com/support-welcome.html

Connect to SAP https://support.sap.com/remote-support.html

Create Customer Incident https://support.sap.com/incident.html

Maintenance Strategy https://support.sap.com/release-upgrade-

maintenance/maintenance-strategy.html

Customer Center of Expertise https://support.sap.com/support-programs-services/ccoe.html

Data Administration https://support.sap.com/keys-systems-installations/systems.html

Run SAP Methodology https://service.sap.com/runsap

SAP Community Network https://scn.sap.com/

SAP Enterprise Support https://support.sap.com/enterprisesupport.html

SAP Notes Search https://support.sap.com/notes.html

SAP Solution Manager https://support.sap.com/solutionmanager.html

Support Standards https://support.sap.com/support-programs-

services/methodologies/support-standards.html

Useful Links (1)

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 39 Public

Topic Quick Link

Download Center https://support.sap.com/software.html

Support Programs https://support.sap.com/support-programs-

services/programs.html

Support Portal https://support.sap.com

Product Availability Matrix https://support.sap.com/release-upgrade-

maintenance/pam.html

SAP Release Strategy https://support.sap.com/release-upgrade-

maintenance/release-strategy.html

SAP Online Help http://help.sap.com

Useful Links (2)