Knoa Uem for Sap by Knoa Webinar

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SAP User Experience Managementby Knoa

Tobin L. AlexanderManaging Director, APJ

December 2, 2011


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Introduction to Knoa

What Does SAP UEM by Knoa Address?

What Value Does SAP UEM by Knoa Provide?

How is SAP UEM by Knoa Used?

Sample Business Case

Ensuring Customer Value Realization

Discussion

Agenda


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Business Case Sample


Discussion

Agenda


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2011 SAP AG. All rights reserved. 4

Knoa: Who We Are

Headquartered in New York City

Founded 2003

Global leader in end user performance management solutions

One of 16 Solution Extension Partners for SAP

Asia-Pacific HQ in Singapore established 2011

.

.


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We are proud that our solutions are helping control costs and drive ROI in some of theworld's largest and most complex software deployments

Technology &Communication

Life Science &HealthCare

CPG & Food Service

Utilities

Paper & Packaging

Industrial & Chemical

Government& Services

Energy

Building/Construction


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Highest business value

Lowest TCO

What does it meanto Run SAP

Better?


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1. Optimizing the effectiveness andefficient execution of SAP processesby all users.

2. Automating and Enabling ProactiveUser- and Application-Support

(driving business value)

(lowest possible TCO)

Our Focus:



What Does Knoa Provide?

Experience received

User-ExperiencedResponse

Infrastructure Errors

Application Errors

A software application that provides comprehensivemetrics and rich end-user insight into your end users and

SAP application:

Every End-User, Every Transaction, All the Time

User Performance

Application Usage

Transaction Usage

Active & Idle Times

User Errors


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Discussion

Agenda



25% of reported

performanceproblems are not real

75% of system andapplication errors are

never reported

45% of end-user training

is delivered to the wrong

need

50-60% of applicationfunctionality is not

used

30% of performanceproblems are causedby user behavior

60% of upgrades and roll-

outs cause business

disruption

The End-user Visibility Gap



How Pervasive is the End-User Visibility Gap?

30%

44%

46%

51%

57%

63%

0% 20% 40% 60% 80%

Inability to monitor performance across browsers

Lack of visibility into business-critical transactions

Lack of information about frequencyof application usage

Lack of visibility into how applications are usedthroughout key business processes

Lack of visibility into application performance fromend-user perspective

Lack of information about end-user usage patterns

Percent of Respondents

Source: Aberdeen Research, Q3 2010


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Discussion

Agenda



Your End Users Are Key!

Key to optimizing value:

Process adoption Effective execution Efficient execution Compliance

Key to minimizing supportrequirements:

IT issues Support calls Support personnel Training resources



Understand IT Performance Impact on the Business

KNOAWhere Business & IT Align

ImprovedBusinessResults

Pre Move InVerification Screen

CreateContactCIC0

Create Move InDocument

Create Move OutDocument

Create Move OutDocument

All TransferConnect Window

CSR II

ImprovedIT ROI

SAP APO, SAP BW, SAP ERP, SAP ERP Human Capital Management

SAP FI/CO, SAP SCM, SAP SRM



Require-ments

Design

Deploy

Build &Test

Optimize

Operate

Application Lifecycle ManagementAccelerate and Maximize the Return on SAP Investments

Requirements

Real end-user experience and usage datacan be used to identify application

enhancement opportunities for newrequirements as well as validate usage

rates of critical transactions and verify thatdesign requirements address both

application and user needs.

Design

Empirical evidence of applicationperformance (system errors and

response time) provides support anddocumentation for requirements thataddress specific issues. Application

workflow improves ability to documentbusiness process steps based on real

users workflow activities.

Build & Test

Error and response time data as wellas workflow can be used to

document Testers experience andperformance issues/bugs duringtesting and can also be used for

traceability and future test

requirements/documentation.

Deploy

During deployment, user support teamshave visibility to actual end-user data(including errors and response times) toquickly identify, validate, and addressissues through the deployment and

hyper-care period.

Operate & OptimizeImprove end-user support and satisfaction withthe ability to proactively address user needs as

well as shorten resolution times for reportedissues. Measure training effectiveness and

identify specific needs/opportunities for

enhancement to training programs. Identifyapplication performance issues andenhancement opportunities and document themfor future requirements and upgrade planning.
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Discussion

Agenda



SAP UEM by Knoa Delivers Value Across Enterprise

Business Department Heads

End-User Support

IT & Application SupportTraining & HCM

Governance, Risk &Compliance


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Transforming Training

Customer Pain Point:

Its very difficult to maximize

our limited training resourcesto increase SAP utilizationand positively impact usersefficiency and effectiveness.

Knoa Value Statement:

Knoa provides visibility intousage and error trends byusers and groups to helpdevelop targeted training,

matching content to theaudience, to drive SAPutilization and effectiveness.

Period analysis enables the

evaluation of trainingeffectiveness and goals.


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Training Success Story

Industry : Aerospace Revenue: $4.5 Billion Employees: 20,000 Monitored End-users: 6,000

Challenge Expected high turnover in

next 3-5 years createsneed for fast on boardingof new employees.

Primary Stakeholder HCM/Training

Goals

Targeted training Objective User Performance

Assessment Expose user adoption issues Identify system performance

issues

Value Employees at full effectiveness in

weeks not months Reduce Training Costs Reduce end-user support costs


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Transforming End User Support


It is difficult for us to triageissues that end-users reportespecially when they areintermittent. We want to be

proactive, not reactive. Knoa Value Statement:

Knoa provides real-timedashboards and reports thathelp you proactively identify

users who are experiencingproblems. Reduce time toresolution of help deskrequests using rich contextuser-workflows.


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User Support Success Story

Industry: Healthcare Services

Revenue: $108 Billion Employees: 35,000 Monitored End-users: 13,000

Challenge Suboptimal use of SAP

Increasing support costs Increasing Service Transition

Cost/Timeframes High cost to competency

Primary Stakeholders

IT Program Management Office

End-user support

Goals

Understand and optimizeend-user effectiveness

Reduce end-user support cost

Value Drivers

Identified under-adopted functions 20% reduction in Warranty Periods 15% reduction in MTTR 20% reduction in training costs 2X productivity gain in user support Decreased cost to competency


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Transforming Application Lifecycle Management


We have tools that monitorperformance, but we donthave any visibility toresponse-time issues

experienced by users fromtheir workstations nor do wehave the ability to validateend-user complaints


Reports that highlight beforeand after metrics enableprecise view on performanceissues. IT support knows in realtime precisely where there areissues that need to beremediated.


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Application Management Success Story

Industry : Pharmaceuticals

Revenue: $46 Billion Employees: Over 95,000 Monitored End-users: 77,000

Challenge Roll-out of new ERP system to

77,000 globally distributed end-users Optimize performance &

processes across multipleorganizations and group

Primary Stakeholders Global Center of Excellence

CCT Help-Desk PMO LOB owners

Goals Learn from each roll-out wave Reduce cost/risk of next wave Improve productivity of

centralized Shared Servicespersonnel

Value Drivers: Recurring annual benefits of $2.7M Five year NPV of $6.8M with IRR of

106% Payback period of 13 months


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Improving Adoption & User Efficiency


We dont know if end-usersare taking full advantage ofthe application and followingestablished business

processes. We still have torely on surveys andobservations to see whichusers have adopted theproper usage oftransactions.


Business process dashboardshelp pinpoint the impact ofapplication usage andperformance across all business

processes. Knoa providescomprehensive utilizationtracking of transactions, modulesand screens for every end-user.


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Challenge

Highly Complex Environment with

20,000 end-user Inability to validate problems Decreasing utilization Manual effort to collect metrics Cant identify investment priorities

Primary Stakeholder:

Center of Excellence

Director, Help-desk VP Compliance LOB owners

Goals Improve satisfaction rating to

4.5 out of 5.0 Decrease ERP support costs Continue to drive adoption

Value Drivers End-user productivity gains of 2-10% 20% reduction in training costs 2-5 FTE reduction in process support Support tickets reduced by 7% 10% improvement in resolution times

Industry : Food and Beverages

Revenues: $34 billion Employees: 127,000

Monitored End-Users: 20,000

User Adaptation & Efficiency Success Story


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Transforming GRC/Compliancy


Its difficult to audit and verifysegregation of duties; weneed to know when users areusing transactions they

shouldnt in order to identifysegregation of duty risks.


Knoa provides summary anddetailed utilization reports thatidentify and documentcompliance issues and helpassure that segregation ofduties is maintained. Detaileduser activity reports ensurecompliance to auditingrequirements.


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GRC/Compliancy Success Story

Challenge Need to audit read access to

sensitive financial data Needed to monitor write access to

select data fields

Primary Stakeholder: CFO

VP Compliance

Goals

Monitor compliance with specificdata usage or access policies

Real-time alerts for frauddetection

Post-real time audit trail

Value Drivers

Knoa was the only vendor who couldmeet these unique requirements

Complete audit of security andaccess controls for sensitive financialdata

Industry : Mining, Oil & Gas Revenue: $48 million Employees: 38,000 Monitored End-users: 30,000


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What does SAP UEM by Knoa address?

What value does SAP UEM by Knoa provide?

How is SAP UEM by Knoa used? Sample Business Case

Ensuring customer value realization

Discussion

Agenda


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Business ChallengeCPG Case Study

Significant recent

investment in SAP

20,000+ usersand growing

Multiple regions inone SAP instanceHigh focus on user

experience

Desire to reduce SAP

operation costs

Ad-hoc reports

of slowperformance

Want to reach 4.5/5

customersatisfaction

Cant isolate

real issues

Worry of decreased

SAP adaption overtime

Manual effortsaroundsystem usagemetrics

Want todecrease SAPSupport costs

Which systemimprovement toinvest in?

Current Environment

Current Challenges / Opportunities

Highly

ComplexEnvironment


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Business Case DriversCPG Case Study

E

nd-userPro

ductivity

Sales usersspend 2%-10%less time inCRM

Cust. ServiceReps spend10% less timein top t-codes VA02, VA05

Training

Significantly

reduced (20%+)training costsacross all areas

Key usersspend less timeon end usersystem issues

Process

Support

2-5 headcountreduction inselect areas ofprocess support

IS

Support

Inflow of

support ticketsreduced by 7%

Support tickets

can be resolved10% faster

Improved Customer Satisfaction Enhanced and retained SAP adaption

Leverage for future go-lives Increased employee engagement

Drive SAP ROI through efficient and effective end-user performance


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What does SAP UEM by Knoa address?

What value does SAP UEM by Knoa provide?

How is SAP UEM by Knoa used? Sample Business Case


Discussion

Agenda


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Implementation and Value Realization

Implementation

Fast

Does not touch SAP back-end

Does not impact SAP performance

Value realization

Account focus for large global customers

Post go-live adoption services to drive value realizationand operational integration


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Representative Implementation Engagement


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Can you answer these questions TODAY?

Do you know which of your divisions, departments and users are utilizing SAPeffectively and efficiently, and which ones are notand why?

Do you know where in your organization SAP is contributing most effectively toefficiency and profitability?

Do you know where you need to focus your training spend for maximumeffectiveness? Or how and where your training spend is effective or where it is lesseffective?

Where and how can you reduce your user support budget? Are you confident thatyour application support and user support organizations are as efficient as they canbe?

Are you able to set KPIs that reflect how well SAP is being deployed or running inyour company? Do you know how to determine if you have met those KPIs andwhere?


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SAP UEM by Knoa

For more information:Tobin Alexander: [email protected] +65 973200725

Verena Siow: [email protected] +65 9771 0208

http://ecohub.sap.com/catalog/?search=knoa#!solution:uxmanagement
mailto:[email protected]:[email protected]://ecohub.sap.com/catalog/?search=knoahttp://ecohub.sap.com/catalog/?search=knoamailto:[email protected]:[email protected]

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Knoa Uem for Sap by Knoa Webinar