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RUN BETTER Become a Best-Run Business with SAP Enterprise Support

Run Better with SAP Enterprise Support

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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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Page 1: Run Better with SAP Enterprise Support

RUN BETTERBecome a Best-Run Business with SAP Enterprise Support

Page 2: Run Better 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

Page 3: Run Better with SAP Enterprise Support

© 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

Page 4: Run Better with SAP Enterprise Support

© 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

Page 5: Run Better with SAP Enterprise Support

© 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!

Page 6: Run Better with SAP Enterprise Support

© 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

Page 7: Run Better with SAP Enterprise Support

© 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

Page 8: Run Better with SAP Enterprise Support

© 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

Page 9: Run Better with SAP Enterprise Support

© 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

Page 10: Run Better with SAP Enterprise Support

© 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

Page 11: Run Better with SAP Enterprise Support

© 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

Page 12: Run Better with SAP Enterprise Support

© 2011 SAP AG. All rights reserved. 12

Innovation – An Integral Part of Every BusinessExample: Evolution of music consumption and maintenance

Page 13: Run Better with SAP Enterprise Support

© 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

?

Page 14: Run Better with SAP Enterprise Support

© 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

Page 15: Run Better with SAP Enterprise Support

© 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

Page 16: Run Better with SAP Enterprise Support

Thank You!