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Hello and welcome to todays lesson onthe Value Added Reseller (VAR) SupportEnablement Program.

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After todays lesson, you will be able to introduce the support authorization processto others and explain the role of the Partner Service Advisor. Lastly, you will also be

able to explain the structure of the learning content.

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There are four topics in todays training. For starters, we give an overview about the key vocabulary and helpful links to

form a solid foundation for you to build upon. Then we delve a little deeper by

providing explanations of the support authorization process, the Partner Service

Advisor, and the program scope and eLearning details.

Now let us start with the key vocabulary and topic links that will help you to get

answers to related questions.

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Lets walk throughsome baseline vocabulary that will accompany you through allthe support enablement lessons.

Let us start with SAP Partner Edge. SAP PartnerEdge is a program for SAP

partners focused in the small and midsize enterprise (SME) segment. The channel

track (VAR) is a business framework that recognizes and rewards partners for

their expertise and commitment to delivering SAP solutions to customers

predominantly in the SME marketplace.

Next, the VAR is a Value Added Reseller, which is the name for SAP Channel

Partners who are reselling our solutions. The Channel Partner sells the SAP

solution with added value to their customers.

The SAP Solution Manager is a platform that provides the integrated content,

tools, and methodologies that you need to implement, support, operate and

monitor your enterprise solutions from SAP.

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Next, SAP Solution Manager Service Desk is a SAP tool to manage incidents

efficiently across the customer business unit, which includes the customer IT, SAP

and SAP partners. Partner Services Adviser (PSA) is your single point of contact

for accessing all the components of this program. In addition, On-the-job

Enablement is a subset of this program. It is a set of Q&A sessions and hands-on

sessions offered to you exclusively with this program. These enablement sessions

will be coordinated through the Partner Service Advisor.

Lastly, the Go Live Date is the date your customers SAP installation goes into

production.

Now that you have a baseline of some key vocabulary you will hear often, what

are some other resources that can help you through the process?

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This slide lists some key links that will help you to find answers regarding a certaintopic. Please take a moment to review and note some for future reference.

We recommend to add these links as favorites to your internet browser for easy

accessibility.

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Correct! SAP Solution Manager is a platform that provides the integrated content, tools,

and methodologies that you need to implement, support, operate and monitor your

enterprise solutions from SAP.

Sorry, that is incorrect. The correct answer is:

SAP Solution Manager

SAP Solution Manager is a platform that provides the integrated content, tools,

and methodologies that you need to implement, support, operate and monitor your

enterprise solutions from SAP.

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This section will give an overview about the support authorization process for VARs.

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The objectives of the support enablement and certification program are: To enable SAP partners to deliver support to their customers and accelerate the

ramp up phase of the partners in support tasks, like realistic timeline, acceptable

financial investment and quick access to relevant information.

The program also actively manages the quality of partner readiness in the support

area on SAP solutions, as well as maximizes the adoption of SAP Solution

Manager through all partners.

Lastly, the program delivers On-the-Job Enablement through remote assistance

for Value-Added Resellers during ramp-up phase.

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As an SAP partner, SAP is providing this program to strengthen your supportexpertise on SAP solutions and to provide an accelerated and cost optimized

enablement curriculum, which enables you to deliver first-rate customer support.

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Before selling any SAP software, VARs must achieve product authorization foreach SAP product family they plan to resell. The steps to achieve product

authorization are described in the SAP PartnerEdge Program Guide for VARs,

available at www.sappartneredge.com.

To be authorized for VAR Delivered Support the Partner has to get PCOE

certified. This Certification done by a PCOE Audit and is mandatory for all

partners selling and providing VAR delivered support, i.e. certification to be

embedded into PartnerEdge program requirements andcontractual terms and

conditions applicable to VARs.

The respective solutions can either be SAP Business Suite family incl. SAP

Business All-in-One, Analytics (i.e. Business Intelligence, Enterprise Performance

Management, Governance, Risk, Compliance and Information Management), SAP

Mobile Solutions or within the database and technologies area of solutions.

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VARs that have already achieved product authorization may choose to apply for

support authorization. Support authorization allows partners to sell and provide

VAR-delivered support for the authorized SAP product families. To achieve

support authorization, the partner must meet all the requirements and attain

Partner Center of Expertise (Partner COE) certification. New partners that do not

have any customers with live SAP systems yet will be granted interim support

authorization (previously known as candidate status) after passing a Partner COE

readiness audit.

A full certification can be obtained in 3 steps.

The time needed for setting up a Partner Center of Expertise may vary greatly,

depending on whether you already have most of the requirements in place or are

starting from nothing . The certification is valid for 2 years. A recertification is

required every 2 years (i.e. only step 3, if pre-requisites are still met). The cost to

partners remains as is - people certificate only, organizational audit (step 3) free

of charge due to remote delivery.

Please note that SAP Business One (B1) is not included here.

A separate slide in this lesson will give you a more detailed overview about the

required people enablement.

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Here now an overview of the People certification / qualification. In addition to the technical infrastructure described above, having qualified support

staff is an essential component of the Partner COE infrastructure.

SAP offers a comprehensive education program to help your service and support

employees become proficient in providing the most efficient support service to

your customers. Beside the mandatory certifications and qualifications for support

staff, this program also includes free e-learning for self-study and remote

enablement sessions delivered by a dedicated SAP partner services advisor.

The e-learning program is designed to empower you with the right skills that aligndirectly to your key responsibilities for successful support delivery. This curriculum

is divided into the three functions, with free e-learning courses and on-the-job

enablement sessions available for each role:

System administratorsets up and administers SAP Solution Manager

Incident processorprovides incident management and mission-critical support

Support coordinatorplans and coordinates support activities and monitors service quality

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Minimum requirements for support staff:

Two support consultants that fulfill the role of the incident processor must attain the Web-based

qualification Q_SUPP_1, which covers general support operations processes and best

practices.

Two people within the support organization must familiarize themselves with SAP Solution

Manager by taking the e-learning course available within the support consultant curriculums at

http://sappartneredge.com/education . (This course is only relevant for partners using SAP

Solution Manager.)

Two product-specific application associate certifications for each SAP product family supported

by the partner may be held by any individuals within the partner organization. This certification is

not required for any database solution in the SAP Sybase product family. For a list of approved

certifications, see http://sappartneredge.com/pcoe .

Optional product-specific troubleshooting and root-cause analysis courses are also available

free of charge. These are highly recommended to help your support staff improve its knowledge

and increase your customers satisfaction with your support service.

The support authorization curriculum for each product family can be found at

http://sappartneredge.com. Select Education, then the appropriate product family from the

left-hand navigation, then product, and then Support Consultant to find the available

programs.

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http://sappartneredge.com/educationhttp://sappartneredge.com/pcoehttp://sappartneredge.com/educationhttp://sappartneredge.com/educationhttp://sappartneredge.com/pcoehttp://sappartneredge.com/education


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Correct! The objectives of the support enablement and certification program are:

To enable SAP partners to deliver support to their customers

Accelerate the ramp up phase of the partners in support tasks, like realistic timeline, acceptable


Actively manage the quality of partner readiness in the support area on SAP solutions

Maximize the adoption of SAP Solution Manager through all partners

Delivers On-the-Job Enablement through remote assistance for Value-Added Resellers during

ramp-up phase

Sorry, that is incorrect. The correct answers are:

Actively manage quality of partner readiness in the support area on SAP solutions


Enable SAP partners to deliver support for their customers

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The objectives of the support enablement and certification program are:

To enable SAP partners to deliver support to their customers

Accelerate the ramp up phase of the partners in support tasks, like realistic timeline, acceptable


Actively manage the quality of partner readiness in the support area on SAP solutions


Delivers On-the-Job Enablement through remote assistance for Value-Added Resellers during

ramp-up phase

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The next topic on our agenda is an overview of the Partner Service Advisor, or PSA,role.

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As part of the SAP PartnerEdge program, you are automatically assigned to aPartner Services Advisor (PSA) who acts as one of your personal contacts. Your

PSA acts as a complement to your SAP channel resources such as the Channel

Development Manager or the Channel Sales Executive.

In turn, your designated PSA (Partner Services Advisor) will build an ongoing

relationship with you and acts as a trusted advisor. They act as single point of

contact and collaborates in close alignment with other SAP Channel Resources. In

addition, they develop an ongoing service plan, facilitates your technical

enablement and addresses proactively issues.

Your PSA also supports the roll-out of new initiatives and provides updates on

SAP Latest News about products and technology, as well as be available directly

via phone and mail during work hours to help identify opportunities inside the

PartnerEdge program.

Lastly, your PSA will educate you on how to get best value from Knowledge

Transfer tools available for partners, e.g. SAP Developer Network (SDN), and act

as feedback channel to SAP Solution Management and Global Initiatives.

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The services that your PSA provide are highlighted here under Areas of Focus. Tobegin, the PSA should be the first point of contact for any queries on PartnerEdge

from a program and operational point of view.

Your PSA will provide you with up-to-date information on latest SAP News on

products and technology, and use their SAP expertise and best practices to

improve your operational efficiency across your lifecycle. In regards to SAP

Services, your PSA will orchestrate the full range of SAPs services, for example

the Solution Certification or Solution Manager implementation and related

questions.

The delivery picture shows you a high-level perspective of the interaction between

you and your PSA.

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Correct! To begin,the PSA should be the first point of contact for any queries on

PartnerEdge from a program and operational point of view (Partnership

Management). Your PSA will provide you with up-to-date information on latest

SAP News on products and technology (SAP Products and Solutions) , and use

theirSAP expertise and best practices to improve your operational efficiency

across your lifecycle. In regards to SAP Services, your PSA will orchestrate the full

range of SAPs services, for example the Solution Certification or Solution

Manager implementation and related questions.


Partnership Management

SAP Services

SAP Products and Solutions

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To begin,the PSA should be the first point of contact for any queries on

PartnerEdge from a program and operational point of view (Partnership

Management). Your PSA will provide you with up-to-date information on latest

SAP News on products and technology (SAP Products and Solutions) , and use

theirSAP expertise and best practices to improve your operational efficiency

across your lifecycle. In regards to SAP Services, your PSA will orchestrate the full

range of SAPs services, for example the Solution Certification or Solution

Manager implementation and related questions.

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In this last section, you will learn about the scope, structure and available resourcesto support partner consultants.

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Depending on functional areas, there are different Learning Maps and EnablementSessions for employees in VARs support teams.

There is the incident management and mission critical support which is focusing

on message solving related topics. Second, there is an enablement session about

Global Support Backbone and SAP Solution Manager which is a session for

support administrators and technical consultants of the support team at partners.

The assets regarding the SAP Solution Manager are for partners where the SAP

Solution Manager is a mandatory tool.

There are also sessions for the role of an support coordinator and the service

delivery.

At the next slide we will give a more detailed explanation about the tasks and

responsibilities.

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This slide outlines the tasks and responsibilities for employees in a support teamof a VAR.

The tasks and the responsibilities of an employee who is acting on incident

management and mission critical support include:

Provide 1st & 2nd level support through processing customer messages on different

components, do root-cause analysis, evaluate problem category and forward to next instance

and if message processor did not find a solution he reports errors and forward them to SAP

Support for 3rd level support.

The root-cause analysis analyze root-cause of an issue via remote connection and resolve

known errors by means of SAP Notes, solved customer messages, documentation or verifyingcustomizing entries or hardware parameters.

The tasks and responsibilities for the global support backbone including the SAP Solution

Manager are to plan and perform the implementation of SAP Solution Manager across all

related IT-components by setting clear objectives for the system infrastructure, implementation

process & integration and further optimize technical system infrastructure.

For the role of the support coordinator it is to plan and coordinate the partners

support center in close contact with the SAP Channel Manager and the PSA

regarding all support topics. Also be the expert for enterprise support at the

partner.

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For service delivery the responsible person at partner should plan and perform

services focusing on key principles: continuous improvement, quality

management, knowledge transfer, and problem resolution.

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Please take a moment to review all the components of the support enablementprogram.

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So why is the enablement program unique and advantageous for partners? The program ensures that the ramp-up is customizable to your preferences by

offering a mix of proactive, reactive and self-service elements.

It is coordinated with personalized attention through a dedicated Partner Service

Advisor (PSA) who will guide you through the program and it is aligned with the

business operations, because the curriculum is intended to be completed by your

customersfirst go-live date.

The program is cost effective by offering delivery methods such as remote

conference sessions and e-learning that are supported by SAP experts fromglobal teams.

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Correct! The program ensures that the ramp-up is customizable to your preferences by

offering a mix of proactive, reactive and self-service elements. It is also

coordinated with personalized attention through a dedicated Partner Service

Advisor who will guide you through the program and it is aligned with the business

operations, because the curriculum is intended to be completed by your

customersfirst Go-Live date.


Customized to your preferences Coordinated with personalized attention

The program ensures that the ramp-up is customizable to your preferences by

offering a mix of proactive, reactive and self-service elements. It is also

coordinated with personalized attention through a dedicated Partner Service

Advisor who will guide you through the program and it is aligned with the business

operations, because the curriculum is intended to be completed by your

customersfirst Go-Live date.

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Now you should be able to: Introduce the support authorization process for VARs

Explain the role of the Partner Service Advisor

Explain the structure of the learning content

We hope this lesson helped you in taking the next steps toward being a certified

support consultant. Good luck!

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For more information on topics discussed in this training, see the references listedhere.

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Thank you for attending this lesson.

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Documents

sap solutions

channeltrack var

sap tool

sap partneredge

sap partner edge

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customers sap installation

sapand sap partners