sap enterprise support for sap hana - ovärderlig … enterprise support value map for sap hana...
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SAP Enterprise Support for SAP HANAMaximizing Success with SAP Enterprise Support Value Maps
Altuğ Anaç
November, 2014
Technical Quality Manager/Focus Advisor
SAP Active Global Support
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2Public
SAP Active Global SupportMaking 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)
Globalorganization
Localorganization (54 countries)
24/7x365available 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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Radical Simplification is Needed to Drive Business Innovation
“ Most companies devote 80% of their IT budgets to “keeping the lights on,”
or just maintaining existing technology. To excel, a company should spend
60% or less of its IT budget on such maintenance, while spending 40% or
more to drive growth and business innovation.”– Gartner Study, 2014
Drive business
innovation
Keep the
lights on
ConsumptionFor immediate business impact
User ExperienceEngage front line employees / customers
IT EnvironmentCollapse redundant infrastructure layers
Business
Innovation
IT Costs
28%
72%
Forrester IT Survey, 2013
Distribution of
IT Spendings
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Radical Simplification is Needed to Drive Business Innovation
“Simplify and optimize to reduce Total Cost of
Operations funding innovation and differentiation” Our Mission
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Support Should Be Much More Than a Help DeskKey elements for innovative support
Innovate better
to accelerate the adoption of innovations
with minimal business disruption
Operate better
to simplify operations and prepare your
landscape for future innovations
Implement better
to achieve faster time-to-value and set
the course for successful operations
Collaboration
Empowerment
Automation
Through automation, empowerment and collaboration we help our customers to be successful in each of the phases:
implementation, operations, and innovation.
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Automation via SAP Solution Manager 7.1Implement IT simplification and IT excellence to increase business value
SAP Solution Manager is one combined solution to efficiently
manage SAP HANA and introduce new functionality to meet
business requirements.
ITIL-aligned IT Service Management and
ALM Processes to manage SAP and
non-SAP components plus proven
methodologies.
End to end analysis capabilities for SAP
HANA exceptions (logs, dumps),
workload (memory, CPU) and traces
which are tightly integrated into proactive
monitoring & alerting infrastructure.
IT management Root Cause Analysis
https://support.sap.com/solutionmanager
Solution Manager 7.1 managed system
configuration and EarlyWatch Alert setup
is required to engage with SAP Active
Global Support since it is the delivery
platform for some SAP Enteprise
Support services
Basic Setup & Tools
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QuickIQs
Continuous
Quality Check &
Improvement
Services
Accelerated
Innovation
Enablement (AIE)
Best Practices
Meet-the-Expert
sessions
(MTE)
Expert-guided
Implementations
(EGI)
Guided
Self-Services
(GSS)
Meet-the-Expert
Replay Library
Empowerment via SAP Enterprise Support AcademyDelivery formats
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Collaborate via SAP Jam
Unique communication experience
Guide customers Interact with customers
Discuss and share ideas with other customers
SAP support engineers
Customer Customer
SAP
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SAP Enterprise Support Value Maps
Turn Information into Impact
“What you get”
Efficiency
Risk reduction
Effectiveness
Input Output
“What it takes”
Time
Resources
SkillsNext Milestone: November 15, 2013
Estimated effort: 20 days
Services consumed: 4 200
Triggers Analysis Onboarding Execution Validation & success
SAP Enterprise Support value maps approach
Known pain points and
indicators for unknown
pain points
Details on your pain
points
Common target
+ investment decision
= agreed action plan
Of the agreed
action plan
Analyze the outcome of
the action plan
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Adoption Offering Benefits/Efforts
Step 1 SAP HANA Overview:
- Saphana.com
- Suiteonhana.com
- Expert sessions
- Vibrant Communities
- Articles, whitepapers, blogs; anything that you may need
to know about SAP HANA
- Experts providing basics of SAP HANA
- Comprehensive short videos
- Customer testimonials
Time
Skills
Benefit
Step 2 SAP HANA Innovation/Blueprint:
- Business Scenario Recommendations
- Data Volume Transparency
- Cookbooks
- Empowerment
- Sizing Assistance
- Provide you potential innovation areas.
- Support you in scoping your HANA project.
- Leverage Application Life-cycle management.
- Provide you leads to a successful HANA implementation
project.
Time
Skills
Benefit
Step 3 SAP HANA Implementation/Run:
- Before, During, After GoLive Assistance
- Empowerment on
- Automation
- System Monitoring
- Data Modeling
- Ensure smooth GoLive.
- Mitigate risk with pro-active activities.
- Leverage Application Life-cycle management.
- Provide leads to a smooth HANA operation project.
Time
Skills
Benefit
Step 4 SAP HANA Operations
- Tools, Processes, Expertise
- Business Process Performance Optimization
- Root-Cause Analysis
- Automation
- Leverage Run SAP like a Factory.
- Ensure smooth operations.
- Provide you leads to further innovation.
Time
Skills
Benefit
SAP Enterprise Support Value Map for SAP HANAAdoption, Sequence, Benefits and Effort
* Benefits/Efforts scale is relative. SAP provides an indicator and the customer individual calibration happens in Step 2 where the customer effort is the smallest.
Best P
ractices
Meet-
the-E
xpert
Expert
Guid
ed
Imple
menta
tion
Continuous Q
ualit
y
Check
Quic
k IQ
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 11Public
SAP Enterprise Support: 84+ Services & Tools AvailableCoverage for SAP HANA*
available guided
self-services4+
available meet-
the-expert
sessions43+available checks
and services16+ available expert-guided
implementation services7+
available
best practices, quick-IQs and
websites7+ available accelerated
innovation enablement
sessions7+
* Does not include SAP Solution Manager 7.1 content
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 12Public
Build & Integrate Operate & Optimize InnovateDiscover & Plan
Start of Project Go Live End of Project
SAP Enterprise Support for SAP HANATypical Service Plan Recommendation
SAP HANA Overview
Technical Deployment
Options for SAP
Systems with SAP
HANA
MTE : Meet The Expert
EGI : Expert Guided Implementation
CQC : Continuous Quality Check
BW Migration to SAP HANA
Bus. Scen. Rec. For Suite on HANA
Guided Sizing
Data Volume Management
Upgrade
Assessment
Get Ready with Custom
Code on SAP HANA
Guided ABAP4HANA
Performance Optimization
DB Administration
and Operations
EarlyWatch Alert
Going Live Support
DB Monitoring &
Troubleshooting
Business Process
Performance
Optimization
SAP HANA
Back-up &
Recovery
Collaborate via
Value Maps
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SAP Enterprise Support Value Map for SAP HANASuccess Story
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Q&A
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Thank You!
Altuğ Anaç
Technical Quality Manager
AGS Solution Support
SAP Turkey
İstanbul I Turkey
M +90 537 8566914
www.sap.com