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SAP delivers market-leading enterprise solutions and the best business-focused support, to help companies build competitive advantage now and in the future. SAP Enterprise Support helps our customer do what they do best, even better! This presentation gives you an overview about SAP Enterprise Support.
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RUN BETTERBecome a Best-Run Business with SAP Enterprise Support
© 2011 SAP AG. All rights reserved. 2
Maintenance Is a Strategic Asset to Your BusinessEnabeling you to implement, operate and innovate better
© 2011 SAP AG. All rights reserved. 3
SAP SolutionManager
SAP Enterprise SupportIn a Nutshell
5.900+Support Engineers
109.000+Customers
ALM
360°Review
Benefit Case
SupportPlan Services
Measurement& Analytics
Reporting& Results
Innovate BetterImplement BetterOperate Better
Continuous improvement and close collaboration
by SAP Active Global SupportServices developed and delivered
Expert-Guided Implementations
Guided Self-Services
Accelerated InnovationEnablement
EnterpriseSupport
Academy
Mission Critical Support
Continuous Quality Checks
Improvement Services
SupportAdvisory
SolutionLandscape
Require-ments
DeployBuild& Test
Optimize
Operate Design
© 2011 SAP AG. All rights reserved. 4
The SAP Enterprise Support AdvantageBenefit from SAP Enterprise Support to do what you do best, even better!
360°Review
Benefit Case
SupportPlan Services
Measurement& Analytics
Reporting& Results
Your Benefits:
SAP SolutionManagerSAP Enterprise
SupportAcademy
SupportAdvisory
ALM
EngagementPlatform of SuccessGuide to SuccessEmpowermentProtectionSAP Enterprise Support
Require-ments
Optimize
Design
Build& Test
Operate
Deploy
© 2011 SAP AG. All rights reserved. 5
Continuously Benefit from SAP Enterprise SupportHelping you to overcome new challenges
InnovateBetter
ImplementBetter
OperateBetter
SolutionLandscape
Services
developed and delivered
by SAP Active Global Support
109,000+Customers
Continuous
benefits...
5,900+Support
Engineers
... and close
collaboration!
© 2011 SAP AG. All rights reserved. 6
Accelerated Solution ImplementationBuild faster, at lower risk and with less effort
Pro
ject
Vo
lum
e
Project Duration
© 2011 SAP AG. All rights reserved. 7
Build & TestDesign
The SAP Enterprise Support AdvantageAccelerate implementations with lower costs and risks
Get ready for your project...
Requirements
...find advice on how to do it... ... move on with the help of experts...
... and have a succesful go-live!
Continuous Quality
Checks and more...
Standardized risk evaluation
Analysis / verification of sizing
and system configuration
Verification of sizing and
system configuration
Avoidance of unnecessary
modifications
SAP Solution
Manager
End-to-end application
lifecycle management
including third-party solutions
Best Practices
Standards
Tools
SAP Enterprise Support
Academy
Expert-guided
implementations
Guided self-services
Customers have access to the
skills that are necessary to
extract maximum value from
their SAP solutions
Support
Advisory
Service plan jointly developed
with customer’s IT
Mission critical support
24 / 7 production down
support
Service level agreement
© 2011 SAP AG. All rights reserved. 8
BEFORE
DURING
IMPLEMENT BETTER Enabling for success with SAP Enterprise Support
Assistance with SAP Solution Manager
functionality implementation
Analyze the impact on your business
processes and the technical aspect of the
implementation project
Make sure all technical risks have been
proactively identified
Analyze the performance of the critical
core business processes
Analyze the critical integration points in
the critical core processes
Avoid unnecessary modifications
SAP Enterprise Support offers the best services, tools and
guidance at each step on your implementation project.
Story
based
© 2011 SAP AG. All rights reserved. 9
Optimize and Automate Your Solution LandscapeLower operating costs, monitor and improve processes for growth
Bu
sin
ess
Cri
tica
lity
??
Solution Landscape Complexity
© 2011 SAP AG. All rights reserved. 10
OptimizeOperate
The SAP Enterprise Support AdvantageManage and optimize SAP operations with SAP Enterprise Support
Efficiently manage yourSAP solution...
... find advice on how tooptimize SAP operations...
... enhance stability andbusiness process performance...
... and save time and money for future innovation!
SAP Enterprise Support
Academy
Expert-guided
implementations
Guided self-services
Proven procedures for data
volume management, security
optimization, business
process management, etc.
Continuous Quality
Checks
Business process analysis
and monitoring
System performance
improvements
Data volume management
improvements
Security improvements
Support
Advisory
Service plan jointly developed
with customer’s IT
Mission critical support
24 / 7 production down
support
Service level agreement
SAP Solution
Manager
End-to-end application
lifecycle management
including third-party solutions
360 degree review
Top issue management
Standards and tools
© 2011 SAP AG. All rights reserved. 11
OPERATE
OPTIMZE
OPERATE BETTER Optimize stability and performance with SAP Enterprise Support
Assistance with enabling monitoring tools
Analyze the change control management
processes
Analyze the approach to data volume
management
Make sure critical core business
processes are working efficiently
Analyze the performance of the system
performance
Analyze the performance of the security
process
Preparation for new innovation
SAP Enterprise Support offers the best services, tools and
guidance to improve your operations.
Story
based
© 2011 SAP AG. All rights reserved. 12
Innovation – An Integral Part of Every BusinessExample: Evolution of music consumption and maintenance
© 2011 SAP AG. All rights reserved. 13
Accelerated Innovation
Enablement
Evaluate innovation
capabilities of the latest
SAP enhancement package
Information on how to deploy
to meet business process
requirements
EHP
? ? ?? ?
? ? ?
EHP
Switch
Framework
Activate the relevant business
function sets within SAP
enhancement packages
Additional SAP Enterprise
Support services available
Enhancement Package
Installation Enhancement package
installer
Business process change analyzer (included inSAP Solution Manager)
Specific services for installation, upgrade, downtime, etc. available
Business Function
Prediction
Find the enhancement
package functionality that is
right for your landscape
Reports based on actual
system usage data
Find what‘s new...
The SAP Enterprise Support AdvantageQuickly meet business requirements for growth and competitive advantage
DeployBuild & TestRequirements & Design
... and what you get, ... ... install innovations, ... ... activate and use them!
EHP
? ? ?? ?
? ? ?
EHP
?
© 2011 SAP AG. All rights reserved. 14
INNOVATE BETTER Overcome barriers to innovations with SAP Enterprise Support
Assist with enhancement package understanding
Tool provided to understandneeded business functionality
Assistance with SAP Solution Manager functionality implementation
Tool provided to retrieve all necessary software and support packages
Assist with ensuring enhancements are installed correctly Analyze the impact on your business processes Analyze the technical aspect of the upgrade project Analyze the amount of downtime involved with the
project Make sure the modification in the system are valid and
needed Help with the maintenance of customer‘s custom code
Analysis of the go-live and remote support duringthe go-live
SAP Enterprise Support offers the best services, tools and
guidance at each step on your innovation journey.
BEFORE
DURING
AFTER
Story
based
© 2011 SAP AG. All rights reserved. 15
Become a Best-Run Businesswith SAP Enterprise Support
Run Better with SAP
We deliver the market-
leading enterprise
solutions and the best
business-focused
support, to help
companies build
competitive advantage
now and in the future.
SAP Enterprise Support
helps our customer do
what they do best,
even better!
ImproveBusinessContinuity
ReduceBusiness
Downtime
LowerImplementation
Costs
InnovateFaster
LowerOperating
Costs
Thank You!