How will you handle transformation? SAP Transformation Services

triangledriprockInternet and Web Development

Aug 7, 2012 (5 years and 2 months ago)

701 views


SAP ENTERPRISE SUPPORT

Overview of your embedded value delivery



May 2011


©
2011 SAP AG. All rights reserved.

2



Protects investment while stimulating
innovation



Supports integrated application lifecycle
management



Manages business process continuity



Improves business value



Supports reduction of total cost of operations


SAP Enterprise Support Benefits

SAP

Enterprise

Support

supports


continuous

improvement

and


successful

solution

operations

at

while


supporting

lower

risk

and

cost
.


©
2011 SAP AG. All rights reserved.

3

SAP Enterprise Support

Example: Business Process Continuity


SAP Solution Manager, enterprise edition

-

for end
-
to
-
end
solution support


Problem processing and resolution
with SLA for Priority 1
messages for immediate SAP action


7x24 Support Advisory

Center

involves necessary SAP
experts and accelerates message processing in mission
-
critical
situations


7x24 Production Down Support
isolates the problem


Continuous Quality Checks and Improvement Services
helps avoid future problems

How did SAP
Enterprise
Support help?

The Case:
Small Transportation Company

High priority problem causes logistics delay


Shipping documents can’t
be created


Planned transports are in
danger
-

can’t move


Financial reputation
damage

BENEFITS



Uninterrupted logistics
operations

©
2011 SAP AG. All rights reserved.

4

SAP Enterprise Support

Our Customers’ Words Speak for Themselves
-

EMEA

SAP Enterprise Support



Keep the system
running

Business Process
Improvement

“After a power failure shut down all of
our IT systems, we were in a complete
production
-
down situation due to
database errors caused by this
unexpected event. We were trying to
resolve the issue internally for several
hours before we opened a message
with SAP. The SAP support back
office provided an immediate response
and action plan whereby we avoided
further days of downtime.”

Dag
-
Egil Bull Sletholt,IT Manager,

Viken Skog BA

“SAP
Enterprise Support will help us
to
achieve best
-
in
-
class operations
based on
standards, best practices,
and tools. The combination with the
support
advisory and mission
-
critical
support allows
us to deal fast and
cost
-
effectively with any issue, taking
advantage of SAP’s global support
backbone of experts.”


Shun
Pillay
,

Chief Information Officer,

Vector Logistics Limited.

“SAP Enterprise Support helps us
get the most out of our SAP
applications and sees to the cost
-
effective operation of our software
for the long term. SAP Solution
Manager, enterprise
edition, gives
us the transparency we require.”

Clemens
Krechel
,

Head
of SAP Competence Center Nuremberg,
City of Nuremberg


Replace outdated legacy
systems


Support high
-
performance
, cost
-
effective operation of SAP®
applications

C

H

A

L

L

E

N

G

E

S


Get support infrastructure in place to
assist growing and expanding
business


Help ensure continuous optimization
to achieve best
-
in
-
class operations


Avoid further unplanned downtime


Ensure expert support is available
to resolve business
-
critical issues
that might arise

C

H

A

L

L

E

N

G

E

S

logistic solutions

Supports Total Cost
of Operations
Reduction

©
2011 SAP AG. All rights reserved.

5

SAP Enterprise Support

Holistic support model to enable continuous improvement & successful solution
operations at lower risk & cost


SAP Enterprise Support

Manages innovation

and integration in SAP solution landscapes

SAP Ecosystem

+

Value Prop…

Enabled by…

Delivered via…

In collaboration with…

The offering…

Global Support

Backbone

Mission
-
Critical

Support


Continuous quality checks


Robust SLAs


Support advisory


7 x 24 root cause analysis


Root cause analysis for
custom code

Run SAP


Industry
-
leading best
practices


Run SAP methodology
for end
-
to
-
end solution
operations


Consulting, training, and
certification available as
additional offerings


Consistent standards


Lifecycle management


Business process
monitoring


Custom code management


Remote supportability


Diagnostics

Innovation


Innovation with minimized disruption


Continuous improvement


Complexity masked


Test effort reduction

Protection of Investment


TCO reduction


Risk reduction


End
-
to
-
End

Solution

Operations


SAP Solution Manager,
enterprise edition, and the
SAP service infrastructure

platform


On demand 7 x 24

support integration


SAP Service Marketplace

©
2011 SAP AG. All rights reserved.

6



SAP Support Offerings

Maximizing Your Success



7 x24 Support Advisory Center

Service Level Agreement

SAP Support Academy
-

Expert
-
Guided Implementation
for knowledge transfer

SAP Support Academy
-

Guided Self Services

Continuous Quality Checks and improvement services

Advanced Support for Enhancement Packages

SAP Enterprise Support Report
and Engagement Methodology

Global 7x24 Production Down Support

Extended Maintenance
for SAP® R/3® 4.6C, SAP R/3 4.7 and 2004 Releases included

End
-
to
-
end Quality Management Standards

Implementation Quality Management

SAP Solution Manager, Enterprise Edition under SAP Enterprise Support
(incl. application

lifecycle management for the entire customer solution)

Basic Services

SAP Solution Manager, Enterprise Edition under SAP Standard Support
(Functional Baseline)

Continuous Improvement and Innovation

Problem Resolution

Knowledge Transfer

“Heart
-
Beat” monitoring
by the SAP EarlyWatch
®

Alert service

SAP

ENTERPRISE

SUPPORT

SAP

STANDARD

SUPPORT

©
2011 SAP AG. All rights reserved.

7


SAP Enterprise Support Deliverables in Detail

7x24 Support Advisory Access with Service Level Agreements


Customer

Support Advisory Center via
Customer Interaction Center


SAP Support
Back Office

Consistent point of contact during operations or project phases with Service Level
Agreements


Delivers SAP Enterprise Support setup service


Acts as additional internal escalation level


Facilitates 7x24 mission
-
critical support for top issues


Guide to request and plan delivery of continuous quality checks


Regular follow
-
up information on agreed
-
upon actions including regular service and
support reporting


Service level agreements for high priority issues

©
2011 SAP AG. All rights reserved.

8



Enterprise Support Academy

Overview



The

Enterprise

Support

Academy

is

a

newly
-
launched

resource

that

provides

customers

with

a

powerful

combination

of

training,

practical

experience,

and

expertise

on

demand
.

Offering

both

guided

self
-
services

and

expert
-
guided

implementation

services
,

the

Enterprise

Support

Academy

ensures

customers

have

access

to

the

whole

spectrum

of

skills

that

are

necessary

to

extract

maximum

value

from

their

SAP

solutions
.


Guided

self
-
services

are

delivered

via

SAP

Solution

Manager

and

offer

customers

proven

procedures

for

data

volume

management,

change

management,

security

optimization,

business

process

management

and

more
.





Expert
-
guided

implementation

services

are

new

optimized,

short
-
term

services

to

guide

customers

through

technical

steps

to

implement

best

practices

for

operations

like

expert
-
guided

implementation

for

application

lifecycle

management

in

SAP

Solution

Manager,

including

basic

configuration

settings,

business

process

monitoring

setup,

custom

development

management,

and

more
.



Guided Self
-
Services

Expert
-
Guided Implementation Services

©
2011 SAP AG. All rights reserved.

9

SAP Enterprise Support

Enterprise Support Academy

Guided Self
-
Services

Guided Self
-
Services


Guided

self
-
services

enable

the

customer

to

utilize

industrialized

proven

services

through

guided

procedures

within

the

SAP

Solution

Manager

system
.





Expert
-
guided implementation for self service
business process analysis


Expert
-
guided implementation for self service

Data Volume Management


Expert
-
guided implementation for self service
security optimization service


Expert
-
guided implementation for self service

SQL statement tuning


Expert
-
guided implementation for self service
transport execution analysis


Expert
-
guided implementation for SAP

EarlyWatch Alert for SAP BusinessObjects
Enterprise

©
2011 SAP AG. All rights reserved.

10

SAP Enterprise Support

Enterprise Support Academy

Expert
-
Guided Implementation Services

Expert
-
Guided Implementation Services

Expert
-
guided implementation is a new delivery methodology. The methodology balances the
combination of training, practical experience and expertise on demand. Focus is to enable the
customer to execute complex activities with the help of SAP experts.



Expert
-
guided implementation for technical preparation


Expert
-
guided implementation for business process monitoring


Expert
-
guided implementation for change request management


Expert
-
guided implementation for service desk


Expert
-
guided implementation for solution documentation


Expert
-
guided implementation for CTS+


Expert
-
guided implementation for data volume management cockpit


Expert
-
guided implementation for job scheduling management


Expert
-
guided implementation for SAP end
-
user experience monitoring


Expert
-
guided implementation for SAP quality gate management


Expert
-
guided implementation for service level reporting


Expert
-
guided implementation for custom development cockpit


Expert
-
guided implementation for test management with SAP Solution Manager


Expert
-
guided implementation for project implementation using SAP Solution Manager


Expert
-
guided implementation for application lifecycle management roadmap design





©
2011 SAP AG. All rights reserved.

11

SAP Enterprise Support

Enterprise Support Academy

Expert
-
Guided Implementation Services

Expert
-
Guided Implementation Services Operate in Three Steps


1.
Empowerment
-

SAP experts explain step
-
by
-
step configuration process and engage in technical knowledge
transfer with your IT professionals

2.
Execution
-

where your teams execute demonstrated steps within your own project, on your own SAP solution.
During the execution phase, ...

3.
Expertise on Demand
-

provides direct access to an SAP expert to support your team remotely during execution



SAP Enterprise Support contract includes an annual entitlement of five expert
-
guided services






©
2011 SAP AG. All rights reserved.

13


SAP Enterprise Support Deliverables in Detail

7x24 Production Down Support


The support advisory
center (7x24) is a global
unit for mission critical
support related inquiries,
providing remote guidance
and follow up in critical
phases of the solution
lifecycle (such as top issue)
and enabling production
-
down support.

©
2011 SAP AG. All rights reserved.

14


SAP Enterprise Support Deliverables in Detail

Extra Days for Advanced Support


SAP Accelerated Innovation Enablement: 5 days remote architect
days per calendar year to optimize use of EHP capability

Use when
you need information from SAP
solution architects
about new
functionality in
enhancement packages
or EHP technology
& architecture
.

Live Expert Sessions


Listed in a catalog and available in three
levels:


Introduction into concepts


Overview on major area


Expert sessions


Available in two variants:


1:1 sessions for 1 customer only


1:n for only a few customers where you
benefit from joint discussion


Expert on Demand



For requests for specific questions


Limited to one special area


Will be answered by one expert


1:1 Session




Service Elements

©
2011 SAP AG. All rights reserved.

15

SAP Enterprise Support Deliverables in Detail

Continuous Quality Checks within ALM Phases

Expert
-
guided implementation
for
SAP Solution
Manager

Check
for
implementation

Going
-
live
for
solutions analysis
and verification

GoingLive optimization

Configuration check

BWA
configuration
and
verification

Accelerated
innovation
enablement

Support
GoingLive

Integration validation

Upgrade assessment

downtime
a
ssessment

Continuous quality check for upgrade

Going
-
live
for
functional upgrade analysis
and verification

support going
-
live

SAP OS/DB
Migration Check

Enhancement package installation check

Modification justification check

Custom code maintainability
check

SAP EarlyWatch
Check

Data volume management

SAP Business
Process Performance Optimization

Technical performance optimization

Security optimization check

Business process analysis
and
monitoring

Solution transition assessment

Transport execution analysis

Best

practices

Bench
-

marking

Partner

Integration

Expert

advice

©
2011 SAP AG. All rights reserved.

16

SAP Enterprise Support Deliverables in Detail

Access to Operations Standards



SAP standardizes
end
-
to
-
end solution operations

SAP Standards for Solution Operations:


Define mission
-
critical operations processes


Provide best practices and Implementation road
maps


Based on a general organizational model


Trainings/Certifications are available


Available for download at
http://service.sap.com/supportstandards

The Standards Enable Best
-
in
-
Class Operations

Run
SAP to implement end
-
to
-
end solution operations

©
2011 SAP AG. All rights reserved.

17


SAP Enterprise Support Deliverables in Detail

Basic Support Services






Standard system health checks


SAP EarlyWatch Check


SAP GoingLive Check


SAP GoingLive Functional Upgrade Check


SAP OS/DB Migration Check


Incident support, including SAP Notes and support packages


Knowledge
-
database via SAP Service Marketplace


SAP Solution Manager with limited functionality


Service and support report as self
-
service


SAP Enterprise Support includes all of the basic deliverables to help
maintain business continuity that are available with SAP Standard
Support, including:

©
2011 SAP AG. All rights reserved.

18

SAP Enterprise Support Deliverables in Detail

SAP Solution Manager Usage Rights

SAP Enterprise Support customers benefit twice:

More functionality for more IT components!

SAP Standard Support

SAP Enterprise Support

Basic scenarios

Ongoing significant
ALM
-
innovations

Openness to third

party tools

Require
-

ments

Design

Deploy

Build &

Test

Optimize

Operate

Complete

ALM

Whole
c
ustomer
s
olution

Only SAP components

©
2011 SAP AG. All rights reserved.

19

Getting
started with SAP Enterprise Support

Define

Solution

Landscape


Setup

Root
Cause

Analysis


Setup

Connect

Systems

Establish

CCOE


Activate
SAP
EarlyWatch

Alert on the productive systems


E
stablish
remote connection to SAP

Document:


Technical landscape


Core business processes


Modifications

Enable efficient root cause analysis of the
entire landscape

Install
and configure SAP Solution
Manager

Obtain
primary certification for
your Customer COE

1

2

3

4

5

©
2011 SAP AG. All rights reserved.

20

SAP Enterprise Support Readiness Checklist

Mandatory for SAP Enterprise Support Customers

In order to achieve accomplishment of the SAP Enterprise Support
readiness checklist
the
following action items must completed.

Provide and maintain remote access via technical standard procedure


Enables SAP to
connect to your system when requested to expedite issue replication and resolution process

Establish and maintain an SAP certified Customer COE



Maximizes SAP ability to promptly
respond to customer messages, ensure the customer leveraged self help resources such as SAP Service Marketplace
knowledge base and provided enough detail in the message to maximize message handling prioritization, issue
replication and communication processes

Install, configure and use SAP Solution Manager


Allows SAP to leverage latest innovation in
SAP Solution Manager to better use global scalable support processes

Activate SAP EarlyWatch Alert for the production systems


Enables SAP to proactively alert
customers of potential problems before they impact business continuity

Establish a connection between SAP Solution Manager installation and SAP
support backbone


Assists SAP to understand solution used productively by customer and allow SAP to
leverage benefits of SAP Solution Manager for core business processes, these include quality gate, change analyzer,
business process monitoring and others.

Fully enable and activate the SAP Solution Manager


Allows

you
to maximize value of suite of
tools available as part of SAP Solution Manager (such as RCA/SMD, Wily
Introscope

and Redwood job scheduler)

Maintain adequate and current records of all solutions and projects


Enables SAP and
the customer to accelerate resolution of problems, and in production down situation accelerate understanding of
custom code usage and potential impact

©
2011 SAP AG. All rights reserved.

21

SAP Enterprise Support Readiness Checklist

for Customer COE

In order to achieve Customer Center of Expertise
certification
the following items must be
considered:

Set
-
up and operation of a support desk with a sufficient number of support
consultants
-

this to maximize effectiveness of customer resources to record and execute on reported issues from
identification to resolution

Contract and license processing in conjunction with SAP
-

ensures customer is using its
purchased license according to license, thus mitigating potential implication of using unauthorized licenses

Collection and coordination of development requests


enables a process which built into
project and operation of identifying functionality gaps in advance so that the impact on productive system is minimized,
this also allows the customer to obtain clear guidance from SAP on available functionality which reduces development
and maintenance costs of redundant custom code objects

Distribution of information


assists customer to minimize how
-
to related incidents so that customer
-
skilled
functional resources are focused on business enablement rather than end
-
user training

Continuous quality checks planning
-

allows customers to take active part in leveraging service
offerings available as part of SAP Enterprise Support, acts as counterpart for the support advisory center, and jointly
works to maximize value for the customer organization

THANK YOU!

APPENDIX

©
2011 SAP AG. All rights reserved.

24

Extended Maintenance


Positive Changes

Extended Maintenance

New

(*) Further details within
Extended Maintenance FAQ

SAP Corporate Portall: /go/support4sales

Release

SAP Enterprise
Support

SAP Standard
Support

SAP R/3 4.6c

Extended maintenance to March 2013
automatically and
without an additional fee

Additional extended maintenance fee of
6% per year

will apply during the period
January 2011 to March 2013 (2% increase
compared to 4% additional fee applicable in
2010). *

SAP R/3 4.7
Enterprise


Extended maintenance

to
March 2013

and

without additional fee

Extended maintenance


2 percentage points additional fee from
April 2009


March 2010


4 percentage points additional fee pay
year from April 2010
-

March 2013


SAP
Business
Suite 2004

Extended

maintenance until March 2013
without additional fee

Extended maintenance


2 percentage points additional fee from
April 2010
-

2011


4 percentage points additional fee pay
year from April 2011
-
2013

©
2011 SAP AG. All rights reserved.

25

SAP
®

Enterprise Support

compared to SAP
®

Standard Support

SAP

Enterprise
Support

SAP

Standard

Support

7 x24 Support
Advisory Center

as
a direct communication channel to SAP, handling important inquiries concerning
consulting, support and scheduling
quality checks, de
-
escalation top issues, CCOE certification and setup service.

Service Level Agreement

(w/penalty) covering
priority 1
and
2
customer
incident messages
, SLA for response
time

and/or corrective action providing a solution
,
workaround
or
action plan.

Continuous Quality Checks and Improvement Services
as proactive technical quality

assessments during implementations operations and upgrades. Current list of services: SAP GoingLive Check, continuous

quality checks for implementation , support go
-
live, integration validation, configuration check, modification justification

check, custom code maintainability check, business process performance optimization, technical performance optimization,

data volume management, security optimization check, SAP EarlyWatch Check, business process analysis and monitoring,
solution transition assessment , SAP OS/DB Migration Check, transport execution analysis, upgrade assessment,

enhancement packs installation, continuous quality checks for upgrade, downtime assessment, support go
-
live, requirements
may apply, see detailed continuous quality checks description in services.sap.com.


Advanced Support for Enhancement Packages

Advanced innovation support for SAP enhancement

packages and support packages to activate additional functionality and avoid conflicts with customer
-
specific code and
modifications (modification justification check and custom code maintainability check)


5 Days remote SAP solution

architecture consulting to leverage innovation included in latest enhancement packages (accelerated innovation enablement)

SAP Support Academy
-

Expert
-
Guided Implementation services
SAP Solution Manager enablement
services

designed to configure SAP Solution Manager without long
-
term, in
-
house consulting. This service balances the
combination of training, practical experience and expertise on demand and allows customer to create baseline functionality fo
r
implementation of end
-
to
-
end

solution operations, ready
-
to
-
use. The list of expert
-
guided implementation services are as

follows: technical preparation, business process monitoring, change request management, service desk, solution

documentation, CTS+, data volume management cockpit, job scheduling management, end
-
user experience monitoring,

quality gate management, service level reporting, custom development cockpit (CDMC), test management with SAP Solution
Manager, project implementation using SAP Solution Manager, and application lifecycle management road map design


SAP Support Academy
-

Guided Self
-
Services
enable the customer
to utilize industrialized proven services
through
guided procedures
within the SAP Solution Manager system. The current available guided self
-
services are as

follows: guided self
-
service business process analysis, guided self
-
service data volume management, guided self
-
service

security optimization service, guided self
-
service SQL statement tuning, and guided self
-
service transport execution analysis


©
2011 SAP AG. All rights reserved.

26

SAP
®

Enterprise Support

compared to SAP
®

Standard Support

SAP

Enterprise
Support

SAP

Standard

Support

End
-
to
-
end Quality Management Standards
and support for customer centers of expertise to establish a single

source of truth and validate customer developments related to data integrity, performance, and transactional security

Implementation Quality Management
according to ASAP Q
-
Gate management with SAP participation as

integral part of
end
-
to
-
end
SAP
application lifecycle
m
anagement

Extended Maintenance for SAP
®

R/3
®

4.6C, SAP R/3 4.7 and 2004 Releases included,
providing
additional time to implement
end
-
to
-
end

solution operations

SAP Solution Manager, enterprise edition, under SAP Enterprise Support (application

lifecycle management for the entire customer solution)
Move as close as possible to SAP standard;

run SAP like a factory; joint Q
-
Gate management; engineering collaboration on demand; operations control center,

business process monitoring and exception management based on end
-
to
-
end integrated and automated SAP application
lifecycle management tools


Enterprise Support Report
,
delivered by the support advisory center, for tracking achievements, documenting
successes, identifying issues during deployment of SAP Enterprise Support and developing an application lifecycle roadmap.

Global 7x24 Production Down Support,
including custom code, team of experts tasked with restoring your

business to normal operations in production down and go
-
live endangerment situation.

©
2011 SAP AG. All rights reserved.

27

SAP
®

Enterprise Support

compared to SAP
®

Standard Support

SAP

Enterprise
Support

SAP

Standard

Support

Basic Services
SAP
GoingLive Check
,
go
-
live check
for
upgrades
, OS/DB
migration
(1 per
installation per
annum), and
SAP EarlyWatch
Alert
(red early watch alert
can be followed up with
early
watch check upon request and
up to
2
SAP
EarlyWatch
Checks per installation per annum)


(SAP EarlyWatch Check
proactively delivered for
SAP Enterprise
Support
customers based
on red early watch alert)

SAP Solution Manager, enterprise edition, under SAP Standard Support (Functional Baseline)
Functional baseline for management of SAP components and corresponding
continuous improvements including bug fixes

and functions required to support the SAP product strategy

Knowledge Transfer
as part of the community using the SAP Service Marketplace and other Support Backbone

benefits (e.g. SDN). In addition specialized offerings for Customer Center of Expertise (Customer COE) organizational units

Continuous Improvement and Innovation

such as software
upgrades, technology updates, legal changes,

enhancement packages and access to source code

Problem Resolution
with global message processing for customer messages of priority one in English and 24x7access to
the SAP Notes service

Operations Quality Checks

by the SAP EarlyWatch
®

Alert service

©
2011 SAP AG. All rights reserved.

28

Download & install SAP Solution Manager,
enterprise edition

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


SAP Solution Manager enhancement pack 1


Service pack SP15 with add
-
on ST
-
ETP


Activate add
-
on SM_APPLM

Additional
Information:


SAP Solution Manager


SAP
Solution
Manager
,
e
nterprise edition


SAP
Solution
Manager,
enterprise edition learning map


SAP
Solution
Manager,
enterprise edition installation
note


SAP
Solution Manager FAQ


SAP
Solution Manager
online
documentation


SAP
Solution Manager
installation guides


©
2011 SAP AG. All rights reserved.

29

Activate SAP EarlyWatch Alert
for
productive systems

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

Additional
Information:


SAP
EarlyWatch

Alert


SAP
EarlyWatch Alert
activation note
(91488)


SAP
EarlyWatch Alert for
non
-
ABAP components
(Note
207223)


SAP
EarlyWatch

Alert FAQ

©
2011 SAP AG. All rights reserved.

30

Establish remote connectivity to SAP

SAP’s
remote support infrastructure
enables
efficient support processes
, by allowing access for
SAP
support
employees to
the customer’s
solution from
SAP’s
network.

This
infrastructure is used for several
SAP Enterprise
Support
components
:


Incident management


Software updates


Knowledge databases / communities


Continuous
quality checks


SAP EarlyWatch
Alert


Additional
Information:


SAP
r
emote connection
Information


SAP remote connection
learning map


SAP remote supportability
standard


How to set up a remote
connection to SAP


Remote connection FAQ


©
2011 SAP AG. All rights reserved.

31

Establish remote connectivity to SAP

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.

Additional
Information:


SAP standard for solution
documentation


SAP standard for solution
documentation of custom
development


SAP solution documentation
assistant



©
2011 SAP AG. All rights reserved.

32

Setup
SAP Solution
Manager Diagnostics



SAP Solution Manager
diagnostics
:


Provides efficient and safe root cause analysis of
incidents


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

Standardizes
, aggregates, and correlates the following:


Performance
and resource metrics


Access
to technical configuration


Exceptions
(critical logs and dumps)


Traces


Transparency
on changes to software (code),
configuration, or content



Additional
Information:


SAP Solution Manager
diagnostic overview




©
2011 SAP AG. All rights reserved.

33

SAP Customer Center of Expertise: Primary Certification


Customer Center of Expertise
(Customer COE) drives
transparency and
integrated quality management for resolution of critical challenges across
SAP solution operations.


Primary Certification Process:


Complete checklist and submit to SAP


SAP validates, tabulates the score from the information
on checklist


SAP arranges a mutually agreeable remote call to
discuss the results of the checklist and gathers further
information


Customer
is notified of the Certification Results


Primary Customer COE Functions:


Contract
management


Support
desk


Information
management


Coordination of
innovation requests


Service
planning


Validity of Customer COE certification


Maximum
2 years


Recertification at least every 2 years