1. SAP Digital Business Services December, 2017
Getting Started with SAP Enterprise Support
SAP HANA
Hello and welcome to today’s session.
In this session I will explain to you how to best get started with SAP Enterprise Support.
My name is _____
During this presentation I will give you an overview of the key components of SAP Enterprise Support and will show you the best way to leverage them.
This session is a good starting point for new SAP customers or customers who are new to SAP Enterprise Support.
You will get a jump-start into the support topics with all the essential information and recommendations brought to you by the SAP Digital Business Services organization and you will learn how SAP Enterprise Support enables you to simplify operations, strengthen reliability, and speed time to value with the rapid adoption of innovation.
SAP Digital Business Services
December, 2017
Version: 5.2 | Date: 18/12/2017

2. SAP Digital Business Services: Your partner to transform your business
355,000+ customers
180+ countries
8,000+ SAP support experts
With decades of experience and hundreds of thousands of customers worldwide, we are the perfect partner to help you transform to a digital enterprise.
15,000+ SAP developers (as backup)
Global organization
Now, before looking into the details of the SAP Enterprise Support offering, let’s get to know the organization a little better which is providing our customers world-class support.
SAP Digital Business Services provides support for more than 355,000 customers in more than 180 countries. Imagine the number of end-users behind of all these customers.
SAP Digital Business Services is the single entity at SAP not only providing punctual services to customers, but also staying at their side along the way.
At SAP Digital Business Services it is all about the customer. SAP Digital Business Services is there to help in specific situations, as well as to provide guidance. With this, SAP Digital Business Services is the trusted advisor for our customers.
SAP Digital Business Services has been doing this since 1972 and is always committed to providing its customers the very best in support. Think about the expertise that this organization has been able to build up over that amount of time. It is easily understandable that SAP Digital Business Services knows what works and what does not, and our customers profit tremendously from this unique expertise.
Local organization (54 countries)
24x7 availability

3. Innovation and Value Realization Mission-Critical Support
SAP Enterprise Support: Customer success and rapid adoption of innovation
Collaboration
Empowerment
Innovation and Value Realization
Mission-Critical Support
Proactive and preventive support
Across all deployment options
SAP Enterprise Support
SAP’s core business has always been on-premise. That’s no secret. This is also where the SAP Enterprise Support offering has matured and today provides unprecedented customer experience.
Since in today’s world, more and more of our customers are also considering the usage of cloud solutions, they are also looking for help on their journey to the cloud…and here it is good to know that they can rely on SAP Enterprise Support.
Across all deployment scenarios, SAP Enterprise Support is the unified support offering, it provides proactive and preventive support from day one, covering the complete lifecycle. It enables smooth integration of cloud solutions and provides end-to-end supportability of hybrid landscapes. This is actually something that only SAP can provide and, or in other words, our competition does not offer.
SAP Enterprise Support will help you to drive faster time to value, ensures continuous business improvement and accelerates innovation agility. In consequence you will benefit from lower cost of IT.
The focus of SAP Enterprise Support is on four vital areas such as:
Collaboration
Empowerment
Innovation and value realization
Mission-critical support
Learn about the details of the four areas on the subsequent slides.
On-premise
Hybrid
Cloud

4. GETTING STARTED with Collaboration Realize business outcomes through collaboration with SAP experts
Collaboration Receive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program. The support advisory team guides you during mission critical situations.
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive.
In this section we will go through topics like Call1SAP, Customer Interaction Center, SAP Enterprise Support Advisory, Customer Center of Expertise, SAP Support Backbone and Value Maps.
Support experts
Get valuable advice from our team of 8,000+ experienced support experts, backed up by 15,000+ developers globally.
SAP Enterprise Support value maps Leverage 10+ value maps to quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.

5. GETTING STARTED with Collaboration CALL-1-SAP
2 ABC
3 DEF
+800 CALL-1-SAP
Country specific telephone numbers
4 GHI
5 JKL
6 MNO *
Call our global toll-free telephone number for contacting SAP support - accessible in most countries through landline phones and some mobile providers. Note that for some countries the telephone number might differ, therefore please use the local numbers as stated in the above link.
Access to service menu to select a specific product area you require
7 PQRS
Language
8 TUV
Repeat
9 WXYZ
0 +
For contacting SAP Support, SAP is introducing an international universal free-phone number, accessible in most countries. Please note that for some countries the telephone number might differ, therefore please use the local numbers as stated in the above link.
SAP Support is available 24 hours a day, 7 days a week, 365 days a year. By contacting your country specific SAP Local Support Centers you will have access to a service menu enabling you to select the specific SAP product area you require, giving you direct access to an SAP support representative.
Please start using this number today and enjoy an easier way to contact SAP support!

6. GETTING STARTED with Collaboration Customer Interaction Center
Provides 24x7 central point of contact for queries such as:
Questions and issues around s-user
SAP Support Portal navigation
Speeding up (acceleration) and escalation of SAP customer incidents
Entry channel to SAP Enterprise Support advisory center for mission critical support
Contact
SAP Support Portal:
Contact Us
Phone:
SAP Note CALL-1-SAP number
The central way to engage with SAP Digital Business Services is through the Customer Interaction Center, also known as CIC.
The Customer Interaction Center, is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical queries. Moreover, it is important to mention that if you would like to know the status of a support incident, the CIC is the right channel to address this request. The Customer Interaction Center also acts as a key entry point to the SAP Enterprise Support advisory center.
You can contact the CIC by telephone or by . Telephone numbers and Addresses can be found in the SAP Support Portal under the quicklink /contactus.
Customer
Customer Interaction Center
SAP Enterprise Support Advisory

7. GETTING STARTED with Collaboration SAP Enterprise Support Advisory
A team of specialized Support Advisors that guide you through the SAP Enterprise Support offerings by:
Delivering SAP Enterprise Support setup service
Providing SAP Enterprise Support Report
Delivering your Customer Center of Expertise primary certification audit
Providing functional and technical expertise on key areas via the SAP Enterprise Support value maps
Identifying the best SAP Enterprise Support Academy education elements
Continuous Quality Check service delivery planning in collaboration with Customer’s IT, including scheduling and delivery coordination
Helping to drive innovation
Supporting SAP Solution Manager readiness
Acting as an additional escalation level in case of mission critical situations
Additional Information
SAP Support Portal:
Collaboration
With Enterprise Support, you have access to a dedicated team of specialized advisors that can guide you through the SAP Enterprise Support offerings to help you implement, operate and innovate better. This is the team I’m part of and how we do this is:
We deliver the SAP Enterprise Support Setup Service to kick-off the best collaboration foundation between IT/business departments and SAP for customers new to SAP Enterprise Support (ES) like yourselves, so this session we are having today.
We can deliver your tailored SAP Enterprise Support Report that provides an overview on your interaction with SAP support, solution landscape and key consolidated data that can be used during our engagement discussion to improve IT operations and support innovation.
We also deliver your Customer Center of Expertise Primary Certification audit to help you setup a single source of truth unit to partner with SAP Support
We provide functional and technical expertise around key focus areas and help customers navigate through the best in class portfolio of support offerings via the Enterprise Support Value Maps on our SAP JAM collaboration platform.
We can help you identify the best ES Academy education elements for the up-skilling of your IT and Business teams through a best in class portfolio of support offerings (e.g. Value Maps, Expert Guided Implementation, Guided Self Service, Meet the Expert…). 
We define a proactive Tailored Support Engagement Plan based on your specific needs to support you with implementation projects, the achievement of business goals, business process continuity, and optimization of operations. This tailored plan may include Continuous Quality Checks and ES Academy offerings.
We can help you drive Innovation by supporting your enhancement package upgrade strategy and project plans, the integration of strategic products such as SAP Cloud and involving customers in co-innovation within the ES Advisory Council (ESAC).
We support you with Solution Manager Readiness activities to help ensure you are ready for Continuous Quality Check service delivery and define a tailored SAP Solution Manager roadmap to leverage the tools available to support operations and innovation.
We act as an additional escalation level in the event of Mission Critical Support situations (e.g. production down) to help mitigate risks and facilitate 24x7 remote support for top issues.

8. GETTING STARTED with Collaboration SAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates information from the past 6 months and provides a 360-degree overview of your system environment.
The report serves as an ideal starting point for discussions on how to improve your IT operations and realize your innovation objectives.
You are entitled to receive an SAP Enterprise Support report at no additional cost as part of the SAP Enterprise Support agreement.
Generate a fully automated On-Premise or Cloud Enterprise Support report in SAP One Support Launchpad using “SAP Support Report Document” tile.
Additional Information
SAP One Support Launchpad:
SAP One Support Launchpad
SAP Support Portal:
Collaboration
PDF:
On-Premise sample Enterprise Support Report (short version)
ESR Info Sheet
The SAP Enterprise Support Report will be generated on customer‘s SAP Solution Manager and contains information of the customer‘s SAP systems as well as information of the SAP global backbone. The purpose of the SAP Enterprise Support report is to provide the customer with a 360 degree overview and actual status of the application and lifecycle management of mission-critical operations.
Based on the key findings of the SAP Enterprise Support report, optimization potential and possible risks are identified that might impact the operations of the customer‘s installed SAP soluitions. In addition, potential to reduce total cost of operations, or areas to accelerate innovation, are highlighted.

9. GETTING STARTED with Collaboration Customer Center of Expertise – Overview
A Customer Center of Expertise (Customer COE) drives transparency and integrated quality management for resolution of critical challenges across SAP solution operations.
Additional Information
SAP Support Portal:
Customer Center of Expertise (CCOE)
Primary Customer COE
PDF:
Getting Started with Primary CCOE Certification
Information Management
Contract & License Management
Innovation & Influence
Support Operations
FUNCTIONS
Complete checklist and submit to SAP
Customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ"
SAP validates, tabulates the score from the checklist
Customer is notified of certification results
CERTIFICATION PROCESS
Maximum 2 years
Recertification at least every 2 years
VALIDITY
When you establish a Customer Center of Expertise organization, you can count on a single source of truth and hub for functional collaboration between your business and IT units – and between your company and SAP. This helps you increase the transparency of business processes, minimize downtime to boost system and business process availability, and to reduce total cost of ownership. A center of expertise helps stimulate innovation by keeping software up-to-date with changing requirements, providing skills training, making use of expertise on demand, and much more.
Every customer is asked to set up a Customer COE location within 12 months of signing an SAP Enterprise Support contract or at least 6 months after the first main system’s go live. The Customer COE is an organizational unit that serves as the central point of reference within a customer’s organization for contacting SAP.
Since it covers all core business process flows, it strengthens the connection between the customer’s user departments and the customer’s IT department. A Customer COE must support all the SAP applications and solutions on which the customer’s maintenance agreement for SAP Enterprise Support is based.
Primary Customer COE Functions are:
Information Management
Contract & License Management
Innovation & Influence
and Support Operations
So what does the Primary Certification Process look like?
First you need to complete the checklist and submit it to SAP.
A customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ”
SAP then validates, and tabulates the score from the checklist
Afterwards you will be notified of the certification results.
The Customer COE Certification is valid for a maximum of 2 years and at least every 2 years a recertification is necessary.
The advantages of having Customer COE certification are:
You get clarity on how you perform compared to your peers; benchmarking results are provided within the Customer COE Certification service report.
You enjoy accelerated customer incident treatment; SAP customer incident flagging for the certified Customer COE is in place.
Next you have free access to the SAP Learning Hub Solution for 5 users of the certified Customer COE for 3 month on demand
Take advantage of Meet the Expert Sessions exclusively conducted for Certified Customer COEs about topics a COE should know, visit CCOE Portal  Area of knowledge transfer. For example the SAP Incident Management. To achieve fast problem solving assistance, a COE should be aware about current rules, processes and responsibilities to collaborate with SAP Support
Benefit from the experience of other Customer COEs Customers tell their stories. Find further information on our Customer COE Portal knowledge transfer section including Real life customer examples, where customers tell their ideas.
Take advantage of the unique opportunity to get valuable customer insights and to network with experts and peers on the yearly Customer COE Events

10. GETTING STARTED with Collaboration SAP Support Backbone X X
SAP Support Portal X
SAP Service Marketplace
SAP Community
Contains a variety of target group specific internet portals
Your one stop for all support and service related needs
SAP's professional social network to get help, share ideas, and connect with others
SAP Support Portal
SAP Help Portal (product documentation)
SAP PartnerEdge
SAP Community
SAP Store
SAP Training & Certification Shop
SAP Business One Customer Portal
SAP Notes search and incident wizard
SAP software distribution center
Administration of remote connections
License key & requests
SAP service & software catalog
SAP Enterprise Support Academy
SAP Enterprise Support Report
SAP ONE Support Launchpad
Discussion forums, blogs & videos
Quick access to expert advice
Online trainings
Software downloads
The SAP Support Backbone is SAP's knowledge database and extranet for knowledge transfer through which we make content and services available to customers. It includes:
SAP Service Marketplace which contains a variety of target group–specific internet portals that enable true collaboration among SAP and its customers. In addition to others, SAP Service Marketplace includes the SAP Support Portal and SAP Community.
The SAP Support Portal is your one stop for all support and service related needs. Here you can find solutions to any issues you are facing with your SAP products, report incidents when you can't find a solution, download software, get your license keys, and a lot more.
You can also seek advice and assistance on resolving issues from the SAP Community. It is the official user community of SAP SE. SAP software users, developers, consultants, mentors and students use the SAP Community to get help, share ideas, learn, innovate and connect with others. It has over 430 spaces, or sub-groups, dedicated to SAP products, topics, technologies, industries, programming languages, such as ABAP, and more. Almost all spaces contain related discussion threads, or forums, blogs, documents, e-learning, and polls.

11. GETTING STARTED with Collaboration SAP Enterprise Support Value Maps – Overview
SAP Enterprise Support value maps help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.
Guided approach
Select the SAP Enterprise Support value map topic that addresses your business challenge, discover your individual road map, and use the SAP Enterprise Support offerings step-by-step to reach your objective.
Social collaboration
On-demand expertise through a cloud-based social collaboration platform (SAP Jam) connects you directly with SAP experts and peers.
Deliverables
If you’re looking for a guided approach to leverage the enormous number of support services and sessions that are offered by SAP Enterprise Support, the SAP Enterprise Support value maps, powered by SAP Enterprise Support Academy, are for you. Think of value maps as a form of navigation system that help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise to address common business challenges.
First, you identify your business challenge or the specific topic for which you need to build up your know-how.
Next, you navigate through the value map offerings in the SAP Jam social software platform to find and consume services, expert sessions, best-practice documents, and more.
SAP Enterprise Support value maps combine two aspects: simplicity and expertise on demand. Our value map collaboration space is SAP Jam, which presents each IT topic simply and clearly. Whether your concern is data volume management, security, mobile solutions, or SAP HANA, a value map is there to help you meet your business challenge. SAP Jam also lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
Every value map provides you with guided information about what it takes to get started in terms of time, resources, and skills, and helps you make educated decisions on where to invest and who to reach out to, for getting the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
To join, go to the SAP Support Portal support.sap.com/valuemaps.
Expert access
Obtain guidance from the SAP support experts who moderate each value map group.
Empowerment
Build the knowledge and skills you need to successfully manage your transformation to the digital economy.
Visit us at the SAP Support Portal – Value Maps

12. GETTING STARTED with Collaboration Available SAP Enterprise Support Value Maps
Build the knowledge and skills needed to efficiently run your business, accompany and speed-up your digital transformation with SAP Enterprise Support Value Maps.
SAP S/4HANA & SAP HANA
Data Volume Management
SAP Analytics Solutions
SAP Jam Collaboration
SAP S/4HANA Cloud
SAP Cloud Platform
Run SAP Solution Manager
Business Decision Makers
Application and Business Process Operations
SAP SuccessFactors
Custom Code Management
Change Control Management
This slide shows you the generally available SAP Enterprise Support value maps.
Visit us at the SAP Support Portal – Value Maps

13. GETTING STARTED with Collaboration Example: SAP S/4HANA & SAP HANA Value Map
SAP Enterprise Support Value Maps
Select Your Objective 01 02 03 04
Objective ACHIEVED
EXPLORE
Prepare
REALIZE
DEPLOY
Example: Deploy your implementation of SAP S/4HANA
Business scenario recommendations
Meet-the-Expert session: Overview of SAP S/4HANA Finance
Meet-the-Expert session: Overview of transition to SAP S/4HANA
Meet-the-Expert session: Analytics for SAP S/4HANA …
Expert-guided planning: New implementation of SAP S/4HANA
Meet-the-Expert session: Sizing for SAP HANA
Meet-the-Expert session: System clean-up prior to migration to SAP S/4HANA …
Expert-guided implementation: SAP User Experience; SAP Fiori
Meet-the-Expert session: Rapid data migration to SAP S/4HANA …
Continuous quality check for implementation
Continuous quality check for Going-Live Support
Continuous quality check for SAP Business Process Performance Optimization
SAP Enterprise Support Report …
Example: Implementation of SAP S/4HANA completed
Here is an example of the SAP Enterprise Support Value Map for SAP S/4HANA & SAP HANA. It is important to know, that you do not need to make use of each of the services provided, but only those, that are the most relevant to improve your specific situation!
You choose your objective which is called “Plan your implementation of SAP HANA“ by signing into the SAP Enterprise Support Academy. After you received your SAP JAM invitation your journey starts. You have a clear roadmap with milestones that highlight relevant offerings to achieve your objective in time.
Following and consuming SAP`s support offerings, you might face best practice questions or have needs for clarification.
However an Expert, called a Focus Advisor, is a push of a button away from you. This person is monitoring the relevant Value Map space and taking your questions, to help you prioritize, to provide details on services, and to take your feedback.
Following down this best practice roadmap you will arrive at your destination in time and with the outcome you expect and with your objectives achieved!
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support

14. GETTING STARTED with Empowerment Build the skills that build value through the SAP Enterprise Support Academy
Empowerment SAP Enterprise Support Academy empowers you to build the knowledge and skills needed to maximize the benefit of your SAP solution, no matter your choice of deployment.
Platform Easily access SAP Enterprise Support learning content and services.
People
Stay up-to-date by leveraging expert content in various delivery formats and levels of detail.
Practice
Let us help you boost collaboration between business and IT units by addressing different functional roles and assisting in creating business cases and value.
SAP Enterprise Support helps your staff members build up the know-how they need to overcome complexity and get ready for innovation. One of the key elements to this end is the SAP Enterprise Support Academy program.
It combines training, collaboration, support, and deployment of best practices, and works along three dimensions, also known as the “3 P principle“:
The first is the Platform dimension. We help customers easily access and consume SAP Enterprise Support offerings, such as learning assets and technical services, by providing a dedicated platform using state of the art technology and the latest digital learning tools (mobile app, WPB, (award-winning Successfactors LMS)), satisfying the demand for a personalized, digital learning experience.
The second is the People dimension. We help professionals in the different functional departments, both IT and LoB, stay up-to-date by providing high-quality expert content in various formats and levels of detail, accommodating different requirements and learning styles.
The third is the Practice dimension. We provide high-quality expert content that explains the SAP Enterprise Support offerings for all deployment options, supporting customers in all phases of their innovation journey.

15. GETTING STARTED with Empowerment SAP Enterprise Support Academy – SAP Learning Hub
SAP Enterprise Support Academy provides high-impact enablement offerings which help you prepare for the digital transformation.
In 2017, SAP Enterprise Support Academy has switched to a new learning platform. With the introduction of the SAP Learning Hub edition for SAP Enterprise Support we offer access to a modern learning platform which is based on SuccessFactors learning.
To access the learning catalog, sign up now for our SAP Learning Hub, edition for SAP Enterprise Support!
Additional Information
SAP Support Portal:
SAP Enterprise Support Academy
SAP Learning Hub quick guide - How to sign up
Video:
Short video: How to sign up for the SAP Learning Hub
Short video: How to search in SAP Learning Hub
Through the SAP Enterprise Support Academy, a deliverable of SAP Enterprise Support at no additional cost, you can prepare for the digital transformation and make sure your organization has the knowledge and SAP skills that are essential for success, no matter your choice of deployment.
SAP Learning Hub is the new learning platform of the SAP Enterprise Support Academy program. To access the SAP Learning Hub, edition for SAP Enterprise Support, a one-time registration is required. Learners need an s-user to authenticate themselves.
In the “Additional Information” box you will find relevant links which will for example direct you to the SAP Learning Hub quick guide which explains “How to sign up” to SAP Learning Hub.

16. GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats
Expert-guided implementations
Tutorials
Accelerated innovation enablement
Meet-the-expert sessions/recordings
Guided self-services
Best practices
Continuous quality check and improvement services
The SAP Enterprise Support Academy is your collaboration platform that fosters company-wide enablement. It is your one-stop shop for SAP Enterprise Support Learning. You can leverage the flexible learning program of the SAP Enterprise Support Academy, which consists of Accelerated Innovation Enablement (AIE), Continuous Quality Check & Improvement Services, Expert-guided Implementations (EGI), Guided Self-Services (GSS), Meet-the-Experts session (MTE), Tutorials and Best Practices.
The Accelerated Innovation Enablement brings you live expert sessions to evaluate the innovation capabilities of enhancement packages for SAP Business Suite.
Continuous Quality Checks & Improvement Services help you to reduce technical risks and outline optimization potential.
Expert-Guided Implementation services give you direct access to an experienced SAP service engineer in a workshop-style interaction.
The Guided Self-Services can be run at any time and at your own pace in your own system landscape.
The Meet the Expert Sessions are live webinars conducted by SAP experts covering SAP Enterprise Support services and SAP Solution Manager. Recorded versions are available in the Replay Library.
Tutorials provide practical hands-on instructions in order to enable you to make or change system settings.
And finally, the Best Practices will get you up to speed on how to leverage the SAP Enterprise Support services for your daily business.
Visit us at the SAP Support Portal – SAP Enterprise Support Academy

17. GETTING STARTED with Empowerment Continuous Quality Checks
Remote services which help you to reduce technical risks and outline optimization potentials:
Additional Information
Business Process Operations
Interface Management
Business Process Performance Optimization
OS/DB Migration Check
Configuration Check
Security Optimization Check
Data Consistency Management
Technical Performance Optimization
Data Volume Management
Transport Execution Analysis
Downtime Assessment
Upgrade
Early Watch Check
Upgrade Assessment
Going Live Support
SAP Modification Justification Check
Implementation
SAP Custom Code Maintainability Check
SAP Support Portal:
SAP Enterprise Support Delivery (CQCs & Improvement Services)
Remote Support
SAP Note:
Central preparatory note (91488)
Open a customer incident on component “SV-BO-REQ” to request a remote service
Contact your SAP Enterprise Support advisory to get a tailored service plan
Next are the Continuous Quality Checks, also known as “CQC”s.
The CQCs are remote services which help you to reduce technical risks and outline optimization potential. The benefits of CQCs are reduced time and budget for implementations and innovations, as well as an improved system performance, availability, stability, and data consistency. In addition you will receive proactive hands-on help by SAP.
On this slide is a list of all currently available Continuous Quality Checks.
To request a remote service open a customer incident on component SV-BO-REQ and contact your SAP Enterprise Support advisory to get a tailored service plan.
SAP’s remote support infrastructure enables efficient support processes like CQC delivery and incident handling, by allowing SAP support employees access to the customer’s solution from SAP’s network. To learn more visit the quick link remote-support on the SAP Support Portal.
SAP’s remote support infrastructure enables efficient support processes, by allowing SAP support employees access to the customer’s solution from SAP’s network.

18. GETTING STARTED with Empowerment Meet-the-expert sessions
Achtung Links
SAP Enterprise Support services as part of the SAP Enterprise Support Academy and related to SAP HANA
Additional Information
SAP Support Portal:
SAP Enterprise Support Delivery (CQCs & Improvement Services)
SAP Note:
Central preparatory note (91488)
Open a customer incident on component “SV-BO-REQ” to request a remote service
Contact your SAP Enterprise Support advisory to get a tailored service plan
Advanced Engines
SAP EarlyWatch Alert for SAP HANA
Get Ready with Custom Code Management for SAP Business Suite powered by SAP HANA
SAP HANA Security Overview
SAP HANA
SAP HANA Backup & Recovery
Guided Custom Code Management for SAP HANA
SAP HANA Capabilities
SAP HANA Overview
Guided Sizing for SAP HANA
SAP HANA Performance Monitoring
Introducing the SAP HANA Studio
SAP LT Replication Server – Real-time data integration into SAP HANA
Manage the Platform
Migrate Safe and Predictable to SAP HANA
SLT-Based Replication Capabilities beyond Simplify with SAP Platform powered by SAP HANA
SAP Business Suite powered by SAP HANA – What’s in it for your business?
SAP Business Suite powered by SAP HANA from an IT perspective
This slide lists all currently available SAP Enterprise Support Academy Support Offerings like Meet the Expert sessions.

19. GETTING STARTED with Empowerment Expert-guided Implementations
Achtung Links
SAP Enterprise Support Services as part of the SAP Enterprise Support Academy and related to SAP HANA
Additional Information
SAP Support Portal:
SAP Enterprise Support Delivery (CQCs & Improvement Services)
SAP Note:
Central preparatory note (91488)
Open a customer incident on component “SV-BO-REQ” to request a remote service
Contact your SAP Enterprise Support advisory to get a tailored service plan
Database Administration and Operations
DB Monitoring and Troubleshooting
Make your Custom Code Ready
SAP HANA Data Modelling
SAP HANA Advanced DB Monitoring
This slide lists all currently available SAP Enterprise Support Academy Support Offerings like Expert-guided Implementations.

20. GETTING STARTED with Innovation and value realization Drive innovation and get more value from your SAP investment
Innovation and value realization SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations.
The third pillar INNOVATION AND VALUE REALIZATION with SAP Enterprise Support is designed to help you unlock the business value of existing investments in a way that makes it easier for you to introduce new innovations in a swift manner.
Besides SAP Solution Manager we will also introduce the Customer value experience tools.
Customer value experience tools Realize value opportunities by leveraging available tools focused on innovations and business outcomes.
SAP Solution Manager
Efficiently manage IT and smoothly introduce new functionalities for meeting business requirements.
SAP Enterprise Support Advisory Council
Co-innovate with SAP to become an early adopter of support innovations and to help improve the support offering.

21. GETTING STARTED with Innovation & Value Realization Customer Value Experience – Engagement Tools
Starting Point: Pathfinder Assess your situation and identify potential value
Detailed Innovation and Improvement Recommendations Identify relevant innovations and optimize TCO
Experience Measure success and value realization
Business scenario recommendations for SAP S/4HANA
Simplified business processes with SAP S/4HANA
SAP Fiori apps library & recommendations Enable new user experience
SAP Innovation and Optimization Pathfinder Innovation recommendations, Industry benchmarks and recommendations for business and IT to optimize SAP solutions
New: SAP Support Insights Report Support scope & usage, outlining value opportunities Please request via Customer Interaction Center or Support Advisory
Innovation Discovery Improvements, enhancements and new functionality for SAP products
Customer Value Experience tools help customers discover and experience the value from SAP software innovations and maintenance.
The Customer Value Experience tools are available as a scalable self-service or as part of Customer Value Experience engagements, and provide the perfect foundation for impactful, smart and efficient customer engagements.
SAP Solution Manager value report IT TCO optimization with SAP Solution Manager
SAP Transformation Navigator Build a product roadmap for your digital transformation journey

22. GETTING STARTED with Innovation & Value Realization SAP Solution Manager
SAP Solution Manager is one combined solution to efficiently manage IT and to introduce new functionality for meeting business requirements.
Business innovation
Industrialized assembly of solutions and implementation of new business functionalities through methodologies such as the two value releases per year.
IT management
ITIL-aligned IT Service Management and ALM processes to manage SAP and non-SAP components plus proven methodologies.
When customers run SAP solutions, SAP wants to make sure that they run them best! This is part of the support engagement that you as a company have from SAP. It is not only reactive support, such as helping you when a problem occurs. SAP support also avoids problems proactively and masters the CIO challenges.
SAP Solution Manager is key for this. The application lifecycle management platform is included in your maintenance agreement. It ensures that:
You Improve your IT Management processes: Ensure that your IT processes run smoothly and efficiently, and your lines of businesses can work without IT system disruption.
You are able to Innovate your Business. Use SAP Solution Manager to identify new options for your lines of business, and implement them. This helps you stay ahead of your competition.
You can Leverage New SAP Innovations, like mobile solutions, cloud, or SAP HANA. This you can accelerate business processes and improve flexibility for your business.
This is all available to you as part of your support engagement with SAP.
SAP innovations
Implement and manage SAP innovations such as SAP HANA & SAP S/4HANA, mobile solutions, or hybrid IT landscapes and leverage the full potential.

23. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Install and Configure
SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support:
For SAP S/4HANA implementations SAP recommend the installation of SAP Solution Manager 7.2
SAP Solution Manager 7.2 is configured using an automatic basic configuration (accessible via transaction code SOLMAN_SETUP)
Use the expert-guided implementation service to accelerate your implementation!
Please notice the end of mainstream maintenance for SAP Solution Manager 7.1 by December 31, Customers switch to Customer-Specific Maintenance automatically at the end of mainstream maintenance.
Read the blog to learn how you can master the upgrade successfully.
Additional Information
SAP Support Portal:
SAP Solution Manager
SAP Solution Manager usage rights
Media Center of SAP Solution Manager 7.2
SAP Help Portal:
SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support.
As a first step we recommend to jump into the Solution Manager landing page support.sap.com/solutionmanager and click on “First Steps”. Beside others you can access the SAP Solution Manager Documentation, Installation Guides, EGI session on this page.

24. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to:
Monitor the essential administrative areas of SAP components
Keep you up to date on their performance and stability
Stay informed by running system checks automatically
Allow you to react to issues proactively, before they become critical
Additional Information
SAP ONE Support Launchpad:
SAP EarlyWatch Alert Workspace
SAP Support Portal:
SAP EarlyWatch Alert pro- active monitoring
SAP Help Portal:
SAP EarlyWatch Alert
SAP Note:
How to Access the SAP EWA Fiori )
Apps in the Cloud (SAP Note Using SAP EWA (Note )
SAP EWA processed at SAP (Note )
The SAP EarlyWatch Alert is an important part of making sure your core business processes work. This tool monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability.
The SAP EarlyWatch Alert runs automatically to keep you informed, so you can react to issues proactively, before they become critical.
The SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. It is covered by your maintenance agreement with SAP with no extra charge and is a technical prerequisite to perform other remote delivery services.
In addition to the SAP EarlyWatch Alert, which is processed per system, there is the SAP EarlyWatch Alert for Solutions, which summarizes the results for a set of systems inside a solution. It gives an overview of solution-based KPIs and alerts and evaluates the performance of cross-component business processes.

25. GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council enables you to become an early adopter of the latest support innovations and to directly influence SAP’s offering in a meaningful way based on your own requirements.
Co-Investment
Co-Innovation
Close Collaboration
Discuss and share ideas with SAP experts and other customers in SAP Enterprise Support value maps and remote & onsite workshops
Customer
Pilot new offerings
Direct feedback
Transparency
SAP
Direct influence
Expert access
Early adopter
Your innovation channel to exclusively access the latest support deliverables, and to influence SAP's support offerings in a meaningful way.
The program is focused on the development and improvement of SAP Enterprise Support and SAP Preferred Care. By joining, you get access to an exclusive circle enabling you to become an early adopter of the latest support innovations and to profit from a bigger investment from SAP's side (such as hands-on expert advice).
Visit us at the SAP Support Portal – SAP Enterprise Support Advisory Council

26. GETTING STARTED with Mission-critical support Reliable end-to-end support across all deployment scenarios
Mission-critical support Regardless of your deployment scenario and the issues that may arise, a cornerstone of SAP Enterprise Support is mission-critical support that provides rapid collaboration with support experts.
SAP ONE Support Launchpad
Access to support resources in a single, intuitive interface. By using customizable role profiles, the launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience.
24x7 availability
Count on our support 24 hours a day, 7 days a week, 365 days a year and profit from the features of the Next-Generation Support approach.
Service-level agreements
Rely on minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action.
Coming to the fourth area of SAP Enterprise Support, an essential area for your daily business, the MISSION-CRITICAL SUPPORT.
Regardless of your deployment scenario and for whatever issues arise, a cornerstone of SAP Enterprise Support is mission-critical support that gets you the attention you need at the speed you expect.
This means accelerated problem resolution, fewer business disruptions, and less unforeseen downtime so that you can keep operating at peak performance.
Here we will provide you and overview on topics like Service Level Agreement (SLA) and escalation handling. In addition we will cover the incident creation part.

27. GETTING STARTED with Mission Critical Support SAP ONE Support Launchpad
Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad.
Overview
Benefits
Access
Preview
The SAP ONE Support Launchpad provides a user-centric entry point for all SAP Customers and Partners - independent of their SAP solution
More than 70 applications around Service & Support! And more to come.
Watch the video
Register for your Demo today!
Easy access to applications and information according to the users role.
Pro-active and guided
Simplified UI based on SAP Fiori
Global Search for quickly finding answers, support assets, and fast inter-application navigation
Strong Favorites Concept
Holistic overview of your support assets in one place
Direct access via:
Access via the SAP Support Portal
Access via QR-Code: :
Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad. The launchpad provides access to task-driven support resources in an intuitive interface. By using customizable role profiles, it displays only the relevant applications and insights to ensure an efficient and user-friendly experience.
Mobile
Desktop

28. GETTING STARTED with Mission Critical Support Next Generation Support
Next-Generation Support is an approach which uses innovative tools and services to help you get assistance anytime, anywhere – from any device.
Self-service and incident prevention +
Real-time interaction Expert Chat, Schedule an Expert
SAP support today
Industry-leading proactive and preventive support across all deployment scenarios
Next-Generation Support
Groundbreaking support for the digital enterprise
Next-Generation Support has several comprehensive solutions – so you never have to ask a question, and if you do have a question, you receive an answer instantly.
We offer real-time support channels with live and direct access to SAP’s support experts, creating a faster and more direct route to issue resolution – anytime, anywhere, and from any device.
Benefit from a seamless and intuitive omnichannel support experience with personalized, context- sensitive support when and where you need it.
SAP constantly innovates to improve our products and provide you with a world-class support experience. As thought leaders, we aim to provide you with state-of-the-art support including machine learning and cognitive computing driven services.
Digital support experience Seamless integration with built-in support
Machine learning and cognitive computing
For further details please visit the SAP Support Portal

29. GETTING STARTED with Mission Critical Support Service-Level Agreements
The service-level agreements commit SAP to a timely initial reaction and delivery of a resolution within a fixed period of time to accelerate support for your most critical business needs
Incident Priority 1 2
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Initial Response Time*
1 hour
4 hours**
For whenever issues arise, SAP Enterprise Support provides mission-critical support that gets you the attention you need at the speed you expect. Underlying our commitment to you are explicit service-level agreements. For “very high” customer incidents, we will respond within one hour and provide a fix, workaround, or action plan within four hours after the initial response. For “high” customer incidents, we provide an initial response within four hours.
Through mission critical support, SAP Enterprise Support provides:
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Corrective Action (Work-around / action plan)
4 hours
n/a
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr.
**) Prio 2: only during SAP’s local office time

30. GETTING STARTED with Mission Critical Support Customer Incident
Create customer incident with following content:
Choose installation and system number
Select the correct component
Enter S-user/person getting the error message
Provide a meaningful short text description and a step-by-step description including navigation and description of expected results
Add screenshot of error message and inform about any SAP Notes Search which was done
Open service connection and provide login data (SAP Note )
Carefully select the incident priority (SAP Note 67739)
Record only one issue per incident (SAP Note 50048)
For any problem with this application create an incident under component: “XX-SER-SAPSMP-IBX”
Additional Information
SAP Support Portal:
Incidents
Knowledge Base
PDF:
Support Essential: What a Customer Should Know About SAP Incident Processing
This slide explains you how to create the “Perfect” Customer Incident
You should, for example:
Choose right installation and system number
Select the correct component
Then create a meaningful short text description of the problem, document the specific workflow for the issue and your analysis
Provide screenshots of the error message and inform about any SAP Note Search which was done
Open service connection and provide login data
And finally, select an appropriate priority level according to SAP Note 67739
Please remember to just record only one issue per incident as recommended under SAP Note 50048

31. GETTING STARTED with Mission Critical Support System Data Maintenance
Up-to-date system data is the basis for a great support experience:
Correct system data helps to achieve a higher quality of search results (e.g. search for SAP Notes)
Some support applications refer automatically to the system data in order to avoid a repetitive input of data (e.g. create a customer incident)
Functions which ease system data maintenance:
The system data overview report allows to review maintained system data at a glance and to easily update them
System data synchronization between SAP Solution Manager and SAP Support Portal can be used
Additional Information
SAP Support Portal:
Learn about System Data Maintenance
SAP Help Portal:
Synchronize System Data with SAP Support Portal
SAP Note:
System data maintenance collective note (172481)
Finally the System Data Maintenance is a very important topic since up-to-date system data is required to improve service quality for most applications.
You should ensure that the System Data is accurate and updated as soon as any changes happen within your system landscape.
One benefit of doing this is that repeated data input in the SAP Incident Wizard then becomes unnecessary. Additionally the SAP Notes search is based on system- relevant data.
There are several functions available to ease system data maintenance, such as the system data overview report which allows you to review maintained system data at a glance and to easily update them. The system data synchronization between SAP Solution Manager and SAP Support Portal can also be used.

32. How to enhance the foundation
SAP Preferred Care / SAP Preferred Success Enhancing the foundation
Proactive and preventive support
Customer success manager | Product expert access | Additional success checks | Enhanced service-level agreements
Across all deployment options
SAP Enterprise Support The foundation
On top of the SAP Enterprise Support agreement, which represents the SAP Support Foundation, SAP offers further enhanced support.
While the foundational support focuses on standardized and scalable delivery for your day-to-day business, SAP Preferred Success focuses on enhanced proactive and a more personalized support.
With the support of a dedicated Customer Success Manager, included in SAP Preferred Success, you will benefit from innovative support. The Customer Success Manager will provide individualized guidance, coaching and best practices for solution adoption to run your organization at peak efficiency – with reduced operational costs and moving forward with the innovations that drive better performance.
With the Product Expert Access, included in SAP Preferred Success, you are enabled to collaborate with experts giving you additional advice whenever needed. You can address your needs proactively which helps to ensure positive business outcome.
Additional SAP delivered remote services and proactive checks, included in SAP Preferred Success, enable you to unlock the business value of existing investments and introduce new innovations in a swift manner to maximize your success.
SAP Preferred Success also includes an enhanced Service Level Agreement which provides accelerated issue resolution to ensure operations quality improvements in order to minimize business disruption and unforeseen downtime.
On-premise
Hybrid
Cloud

33. Thank you.

34. Appendix

35. GETTING STARTED with Collaboration Useful Links and SAP Notes (1/4)
Contact us (CALL-1-SAP / CIC)
(SAP Note Customer Interaction Center: Hotline Numbers & Addresses )
SAP Enterprise Support Report
SAP One Support Launchpad
Collaboration
On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)
Primary Customer COE
SAP Support Backbone
SAP Service Marketplace
SAP Support Portal
SAP Community
( Personal Demo)
SAP Enterprise Support Value Maps
This slide lists many useful links and notes which have been presented in the COLLABORATION section.

36. GETTING STARTED with Empowerment Useful Links and SAP Notes (2/4)
SAP Enterprise Support Academy
SAP Learning Hub
Quick guide
Short video: How to sign up for the SAP Learning Hub
Short video: How to search in SAP Learning Hub
Delivery Formats
Service Details / CQC / Remote Support
(SAP Note SAP Support Services central preparatory note)
(SAP Note Advanced Remote Service Delivery Customer info)
Remote Support
This slide lists many useful links and notes which have been presented in the EMPOWERENT section.

37. GETTING STARTED with Innovation & Value Realization Useful Links and SAP Notes (3/4)
Customer value experience tools
SAP Innovation and Optimization Pathfinder
Customer overview presentation
Business Scenario Recommendations for SAP S/4HANA
Solution Manager Value Report
Innovation Discovery
SAP Fiori Apps Library & SAP Fiori Apps Recommendations
SAP Solution Manager
SAP EarlyWatch Alert Workspace
SAP EarlyWatch Alert pro-active monitoring
SAP EarlyWatch Alert
SAP Note
How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note )
Using SAP EarlyWatch Alert (Note )
SAP EarlyWatch Alert processed at SAP (Note )
SAP Enterprise Support Advisory Council
This slide lists many useful links which have been presented in the INNOVATION & VALUE REALIZATION section.

38. GETTING STARTED with Mission Critical Support Useful Links and SAP Notes (4/4)
SAP ONE Support Launchpad
Next Generation Support
Customer Incident
Support Essential: What a Customer Should Know About SAP Incident Processing (PDF)
System Data Maintenance
(SAP Note System data maintenance (collective note))
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT section.