3SAP Enterprise Support - Goal SAP Enterprise Support helps to implement, operate, and innovate betterHow can I implement in time and budget?How can I avoid disruptions to my business?How can I rapidly leverage software innovations?Support begins with day one Implement better with guidance from SAP, leverage end-to-end support infrastructure, and lifecycle managementRun SAP like a factory Operate better through improved supportability, performance, reduced TCO, and better collaboration with SAPDo what you do best, even better!Innovate better and quickly meet business requirements for continuous growth and increased competitive advantage!
4SAP Enterprise Support The industry-leading support offering Protect your businessand achieve operationalexcellenceDrive efficient implementations that meet your business needsFoster your company’s growth by continuously evolving your businessand IT processes
5Enterprise Support helps to implement, operate, and innovate better! Maintenance is a Strategic AssetPartnerCustomerBenefits of SAP Enterprise SupportReady for innovationsReduce total cost of ownershipFree upresourcesHelpdeskService deliverymanagementFast issue resolutionValue of SAP Enterprise SupportMinimizetime to implementReduceunplanned downtimeEnterprise Support helps to implement, operate, and innovate better!
6Implement Better Complete the project on time, within budget and limit risk Get ready for your project...... move on with the help of experts...... and have a successful go-live!RequirementsDesignBuild & TestImplementation Know-How and ToolsASAP supports cost-effective and speedy implementationsSAP Solution Manager helps in documenting processes and preparing for smooth operations including proactive monitoring and root-cause analysisTechnical Quality Checks and ToolsStandardized risk evaluationAnalysis and verification of sizing and system configurationAvoidance of unnecessary modificationsSupport and Maintenance ServicesService level agreementHelp desk - large skills and experience to assistTest management and change management through SAP Solution ManagerSAP Enterprise Support helps customers to implement better!
7Implement Better Smooth implementations through SAP Enterprise Support The CaseImplementation projectIntroduction of SAP Extended Warehouse Management (EWM)Extension of FI, COIntroduction of HCMRoll-out into other countriesPARTNERDocumentation of SolutionProject mgmt.Service DeskTest mgmt.Run SAPChange mgmt.New SAP solutionService Level AgreementFocus topicsBusiness process transparencyMonitoring of business processesData consistency, data backup, recoverySoftware change management – one transport orderJob management – process automationRemote diagnosticsImplementation methodTraining & certificationService DeskSAP GoingLive CheckCUSTOMEREnd-to-end support infrastructureClear Value With SAP Enterprise SupportSAP standards help to make a reliable project plan: ASAP supports cost effective and speedy implementations, Run SAP helps to secure the management of end-to-end solution operations , close integration of project management, service desk, test management and change management through SAP Solution ManagerSimplified roll-out into other countries through existing test cases and template roll-outService level agreement of top issues ensures fast processing of high priority messages during implementation
8Operate Better Stability, Security and Performance of the IT landscape Efficiently manage your SAP solution...... enhance stability and process performance...... save time and money for future innovation!OptimizeOperateOperations Know-How and ToolsRun SAP optimizes the ongoing management of end-to-end solution operationsSAP Solution Manager provides end-to-end application lifecycle management ensuring stable operations and enabling accelerated innovationTechnical Quality ChecksBusiness process analysis and monitoringSystem performance improvementsSecurity improvementsData volume managementSupport and Maintenance ServicesService level agreementHelp desk- large skills and experience to assistProblem resolvingSAP Enterprise Support helps customers to operate better!
9Operate Better Case Study Business continuity through SAP Enterprise Support The Case Small Transportation CompanyHigh priority problem casesSAP logistic solution stand-stillPARTNERRoot Cause AnalysisShipping documents cannot be createdPlanned transports are in danger and can’t moveFinancial damageDamage of image (transportation company does not deliver in time)Service DeskSAP Solution ManagerCUSTOMEREnd-to-end support infrastructureClear Value With SAP Enterprise SupportSAP Solution Manager inclusive usage of service desk end-to-end support infrastructureProblem processing and solving, providing solution following service level agreement – (reactive support) - Priority 1 messages directly forwarded to SAP for immediate action without any interruptions
10Innovate Better Make innovation easier ... install innovations, ...... activate and use them!Find what‘s new...DeployBuild & TestRequirements & DesignBusiness Function PredictionFind the enhancement package functionality that is right for your landscapeIdentification of relevant innovations based on actual system usage dataTechnical Quality ChecksBusiness process change analyzer (included in SAP Solution Manager)Specific technical quality checks for installation, upgrade, downtime, etc. availableSupport and Maintenance ServicesTest management and change management through SAP Solution ManagerHelp deskProblem resovingSAP Enterprise Support helps customers to innovate better!
11Innovate Better Case Study Quick innovation through SAP Enterprise Support The Case Consumer Products CompanyIn need of improving sales order entry processes – instantly!PARTNERTest mgmt.Change mgmt.TQC’sCustomer’s sales department requires a solution to speed up their sales order entry process, currently it takes too much time and as a result opportunities are lostSAP delivered the required functionality with the latest enhancement packagesService DeskSAP Solution ManagerCUSTOMEREnd-to-end support infrastructureClear Value With SAP Enterprise SupportTechnical quality checks to optimize the customer solution, such as with EHP installation check, which assesses the technical risks and effort drivers of SAP enhancement package installations
12SAP Enterprise Support Pathway Suitable offerings for every experience level! Customer Situation: Established IT processes allow automation of IT and provide innovation to businessContinuously extend the usage of SAP Enterprise Support offerings over the timeSAP Enterprise Support OfferingCustomer Situation: Solution runs stable and optimization potential is recognizedSAP Enterprise Support e.g. SAP enhancement packages, extended ALM capabilities in SAP Solution Manager,Customer Situation: New customer or customer with no SAP Enterprise Support experienceSAP Enterprise Support e.g. Mission critical support, Run SAP, SAP Solution Manager, ….SAP Enterprise Support e.g. Technical quality checks, SAP Solution Manager, ASAP, …
13ATOS Competencies and Capabilities ProfileATOS provides innovative business solutions and services for holistic transformation and optimization of your IT Architecture, business processes, applications and infrastructures with SAP® ERP, the successor of the SAP® SAP ERP® platform.ERP Consolidation and HarmonizationERP Implementation and EnhancementsERP Upgrade ServiceWe are one of the largest SAP® integrators, with 30 years of accumulated experience and global implementation.We have multivendor reach through partnership with Oracle, Microsoft and many others.Our intimate process knowledge is based on our exclusive market position within the world’s most global industrial complex – Siemens.Our unique integrated approach provides a systematic solution coverage and flexible global delivery, using the proven SAP® methodology and LIVE tools.We have access to the world’s broadest range of security solutions and servicesWe offer an end-to-end solution and service portfolio including application management, shared service modeling and comprehensive outsourcing.
14ATOS Competencies and Capabilities ATOS in BulgariaBG ADDON package – registered in its own namespace in 1996, the package includes programs for Trial Balance, General Ledger by corresponding accounts, Management report generator, etc. The GL by corresponding accounts report gives the only possibility for generation of correct Cashflow reports;Transport management – a solution that is used as extension for SAP Fleet management module. It supports tracking of several measuring points, comparison with benchmarks set by the state authorities, GPS integration, integration with petrol distributing companies, etc.;E-invoice – a solution that exports invoices in xml format ready for digital signing;Incentive and Commission system – a workbench for configuration of very complex bonus calculation schemes based on source data from the core systems. The integration with SAP ERP in embedded in the solution;Several mobility solutions.ATOS IT Solutions and Services EOOD offers IT consulting, design, implementation and maintenance of the standard business application software SAP Business Suite and SAP ERP (SAP ERP), together with a whole range of innovative IT solutions such as RFID, biometric or mobile solutions, security, etc.ATOS is one of the leaders on the Bulgarian ERP market. Its highly professional and experienced team of 45 SAP consultants has completed over 120 projects (Appendix A) in large and medium-sized corporate customers - 70 % of all SAP implementations in the country.ATOS offers for its customers different packaged products or specific solutions based on local Best Practices. The products are documented and delivered as BC sets. ATOS Bulgaria supports some of the products for more than 7 versions of SAP ERP. Some of the products in the list are:
16Support operations, procedures and methodologies Identify and rout each incident.Keep the service organization transparent to the Requester.Guard that progress is satisfactory.Collect and register all incoming calls, requests and requirements based on its severity (critical, major and minor).When user confirms the solving of problem the incident shall be closed with proposed solution.Incidents control, measure the KPI and keep the SLA.Guarantee for the fast identification and tracking.Reporting, process and data analysis.Data base with the solutions
17Support operations, procedures and methodologies Accepting the IncidentTranslating: IncidentsCompleting the problem descriptionChecking priority of IncidentsAssigning Incident record to a specific “product component”Ensuring working remote connection to SAP Solution ManagerSearching for available Technical NotesSearching for previous customer Incidents that reported a similar/identical issueSplitting up Incidents that describe more than one problemAdding attachmentsSearching for errorsChecking the Customizing settingsLooking for the faultAnalyzing the Incident’sDiscussing the problem with End UserReproducing and isolating the IncidentDeciding if the Incident is due to a defective or a non-defective causeContinually documenting the solution approach.Testing the solutionSAP Collaboration – ATOS send the incident to SAP Active Global Support.
18Support operations, procedures and methodologies Service delivery managementIncident managementRestore a failed (or failing) service as quickly as possible and minimize disruption of the service.Problem managementPrevention of the re-occurrence of incident by eliminating their root cause.Change managementThe main objective of changemanagement process is to managechanges with minimum disruption,risk and complexity.
19Support operations, procedures and methodologies Availability, contacts and KPIContactsSupport Hotline NumberAddressSupport WebsiteMethods of communicationRemote connectionSAP NetworkPhoneAvailability of servicesRegular business hours09:00 – 18:00 CETBeyond regular business hoursOn call support is organized outside of regular business hours. All received calls on support hotline will be forwarded to a dedicate mobile number.For arisen incident with high priority ATOS ensure appropriate settings of Help desk in SAP Solution Manager Enterprise Edition for instantly submitting to SAP.KPI - Response Times and Maximum Processing TimesPriority of incidentAgreed Initial Response TimeAgreed Maximum Processing Time1 = very high2 working hours1 working day2 = high4 working hours2 working days3 = medium8 working hours4 working days4 = low16 working hours8 working days
21Standards for Implementation and Operations Overview Support standards enable you to efficiently implement and operate high quality SAP solutions for your customersWhat you get:ASAP methodology supports cost effective and speedy implementationsRun SAP optimizes the ongoing management of end-to-end solution operationsHow you benefit:End-to-end support standards and best-practices simplify and guide you during implementation and management of end-to-end solution operations for SAP solutionsStreamline projects and achieve lower total cost of implementation – from evaluation to post project solution management and operationsReduced total cost of operation due to better management of end-to-end operationsDirect access: ASAP and Run SAPReduce cost of operationMinimizetime to implement
22Mission Critical Support Overview Customers’ business will be protected proactively in a best possible manner 24 x 7 and backed up by SAP, where necessaryWhat you get:24 x 7 production down support and root cause analysis for quickly finding the cause of a problemHow you benefit:Get customers’ business back running with the highest priority and attention from SAPFast issue resolution through service level agreementReducing unplanned downtimes - thus optimizing business resultsDirect access: Mission Critical SupportFast issue resolutionReduceunplanned downtime
23Remote Services Overview Technical quality checks are remote services which help to reduce the customers’ technical risk and outline optimization potentialWhat you get:A portfolio of 15+ technical quality checks (TQCs) help to handle top-issues or to de- escalate critical situations during implementation, operations and innovation of the customers’ SAP solutionHow you benefit:Cut down on time and budget for implementation and innovationImprove system performance, availability, stability, and data consistencyQuality checks to avoid critical situations in the future – active risk mitigationDirect access: SAP PartnerEdge -> TQC Information LibraryIncrease IT effectivenessDecreaseproject risks
24Remote Services Portfolio Overview DetailsTechnical Quality ChecksImplementOperateInnovateTQC PlanningTQC SAP EarlyWatch CheckTQC for UpgradeTQC for ImplementationTQC SAP OS/DB Migration CheckTQC SAP Upgrade AssessmentTQC SAP Going Live SupportTQC Business Process Analysis & MonitoringTQC EHP Installation CheckTQC Integration ValidationTQC SAP Security Optimization CheckTQC SAP Downtime AssessmentTQC Technical Performance OptimizationBusiness Function PredictionTQC Solution Transition AssessmentTQC Transport Execution AnalysisTQC Business Process Performance OptimizationTQC Data Volume Management
25Remote Services for Customers Implement better DetailsTechnical Quality ChecksI M P L E M E N TServiceDescriptionTQC PlanningThe service provides guidance for technical risk evaluation of customer projectsTQC for ImplementationHelps to improve the performance of a customer’s core business processes and main interfacesScheduling should take place 2 months before the go-live dateTQC SAP Going Live SupportSupports the customer during critical GoLive phases during implementation projects or upgrade projects to support a smooth start of productive operationTQC Integration ValidationPerforms an end-to-end analysis of a core business process and a critical interface with focus on performance and stability deliverables
26Remote Services for Customers Operate better DetailsTechnical Quality ChecksO P E R A T EServiceDescriptionTQC Business Process Performance OptimizationAnalyzes and improves the response times and resource consumptions of individual core business process stepsTQC Technical Performance OptimizationFocuses on improving the overall system performance and increasing the efficiency of resource usage by optimizing the database.TQC Data Volume ManagementHelps to setup and monitor a data volume management strategy that defines how to manage and reduce future data growth and reduce existing database size.TQC SAP Security Optimization CheckVerifies and improves the security of the SAP systems of customersTQC SAP EarlyWatch CheckAnalyzes the components of a SAP solution, operating system and database to support customers in optimizing performance and reducing TCOTQC Business Process Analysis & MonitoringIdentifies improvement potential for the customer's core business processes and sets up a business process monitoring exampleTQC Solution Transition AssessmentProvides improvement of the system operations of a productive SAP system, as well as risk reduction for any transition event. Transparency of the customer’s challenges is achieved by analyzing the production system in regards to SAP support standards for solution operation.TQC SAP OS/DB Migration CheckManages the risk involved in a migration. The result is that the customer’s system is prepared for a smooth migration – ending with high availability and high performance of the new operating system and/or database.
27Remote Services for Customers Innovate better DetailsTechnical Quality ChecksI N N O V A T EServiceDescriptionTQC Transport Execution AnalysisAnalyzes and improves the software change management procedures of the customer.TQC SAP Upgrade AssessmentDetects critical, technical issues based on defined KPI’s which might endanger an upgrade projectTQC EHP Installation CheckSupports installation planning of an enhancement package for ERP. Similar to an upgrade assessment, key focus areas are investigated against, for example, compatibility, change management, data conversion, continuity of the operation.TQC for UpgradeSupports by ensuring that the SAP solution continues to operate efficiently after an upgrade in the new software environment by taking action proactively before technical problems can occur.TQC SAP Downtime AssessmentDetermines the phases of an upgrade that can be optimized in order to reduce the technical downtime. Therefore, more time is available for post upgrade activities.TQC Going Live SupportSupports the customer with critical GoLive phases during implementation projects or upgrade projects to ensure a smooth start of productive operations.Business Function PredictionTailored recommendation of relevant enhancement package functionality adding value to customer’s existing SAP ERP system (more information:
28SAP Solution Manager Overview SAP Solution Manager is the application lifecycle management platform that provides integrated content, tools, and methodologiesWhat you get:Central monitoring and alerting infrastructure and change control managementHow you benefit:SAP Enterprise Support allows SAP Solution Manager usage for full application lifecycle management of the customer solutionReduced risk and lowered TCO through standardized and integrated application lifecycle management according to IT Infrastructure Library (ITIL)Direct access: SAP Solution ManagerLower total cost of operationsIncreasetransparency
29SAP Solution Manager in a Nutshell 12 work centers support you throughout the ALM lifecycle DetailsKey FunctionalitySAP Solution Manager addresses the entire IT environmentIncluding all the processes, tools, services, and an organizational model to manage SAP and non-SAP solutions throughout the complete application lifecycle.Solution DocumentationSolution ImplementationTemplate ManagementTest ManagementChange Control ManagementIT Service ManagementLandscape TransformationUpgrade ManagementMaintenance ManagementBusiness Process OperationsTechnical OperationsRequire- mentsOptimizeDesignITILOperateSAP Solution ManagerBuild & TestDeploy
30SAP Solution Manager Extended usage rights DetailsExtended usage rightsExtended usage rights:Significant extension of usage rights for SAP Solution Manager: Manage your complete customer solution!Openness to third-party management toolsOngoing significant application lifecycle management innovations: For example with upcoming SAP Solution Manager 7.10 releaseExample of the Impact:
32Deliverable For An Indirect Customer (1/2) SAP Standard Support vs Deliverable For An Indirect Customer (1/2) SAP Standard Support vs. SAP Enterprise SupportDeliverablesSAP Standard SupportSAP Enterprise SupportBenefits of SAP Enterprise SupportService Level Agreement (SLA)Not ApplicableSLA based delivery (leverages SLA SAP<>Partner)Fast help when you need it most end-to-end (customer – partner SAP)Escalation interfaceRed Light Post Processing (after TQC delivery)Message ProcessingStandard processes and procedures7x24 Production Down Support including root cause analysis for Priority 1 messages (“Very High” incl. GoLive showstopper and production down) in addition to Service Level Agreement (SLA)Highest attention when you need it mostInvolvement of a separate team to ensure highest attention to get customer business back running as quick as possibleInfrastructure for collaborationAccess to SAP xSearch and SAP Notes DatabaseAccess to SAP Service Marketplace (key user only) and SAP Developer Network (SDN)SAP Solution Manager, enterprise edition (functional baseline) Web enabled access to Service Desk at VARSAP Solution Manager (Application Lifecycle Management for entire customer solution)onsite at customer, or as an optionweb enabled access to Service Desk at VAREnd-to-end support infrastructure which is unique in the software industryFull access to SAP Solution Manager and to upcoming innovations – Advanced tools for diagnostics, integration testing, and monitoring available!
33Deliverable For An Indirect Customer (2/2) SAP Standard Support vs Deliverable For An Indirect Customer (2/2) SAP Standard Support vs. SAP Enterprise SupportDeliverablesSAP Standard SupportSAP Enterprise SupportBenefits of SAP Enterprise SupportRemote Services (Quality Checks)Remote Services limited toSAP EarlyWatch Alert (**)SAP GoingLive Check & SAP GoingLive Functional Upgrade CheckSAP OS/DB Migration CheckTechnical Quality Checks (TQCs)* Choice of one of the following services, per production system per yearTQC for ImplementationTQC GoingLive for UpgradeTQC OS/DB Migration CheckFollow-up to critical EWA or Top IssueTQC PlanningTQC SAP EarlyWatch CheckTQC Going Live SupportTQC Business Process Performance OptimizationTQC Integration ValidationTQC Data Volume ManagementTQC Business Process Analysis and MonitoringTQC Security OptimizationTQC Technical Perf. Optimization DatabaseTQC Solution Transition AssessmentTQC Transport Execution AnalysisTQC Upgrade AssessmentTQC EHP Installation CheckTQC Downtime AssessmentCut down on time and budget for implementationImprove system performance, availability, stability and data consistencyComprehensive set of technical quality checks availableQuality checks to avoid critical situations in the future – active risk mitigationOperation Standards, Guidelines and MethodologyContent and supplementary tools designed to help increase efficiency, which may include implementation methodologies and standard procedures, an Implementation Guide (IMG), Business Configuration (BC) SetsRun SAP to establish end-to-end solution operationsSAP standards for solution operations (17 standards available) available on Service Marketplace and SAP Solution ManagerConfiguration guidelines, content and provision of best practices for SAP system administration and SAP solution operations (extended scope)Cost effective & speedy implementation and standardized operationStandards that allow you to operate on a very cost effective level