2017 SAP SE or an SAP affiliate company. All rights reserved. Driving Digital Business with SAP Digital Business Services

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1 Driving Digital Business with SAP Digital Business Services

2 Digital Transformation Embracing the digital era is a new and exciting experience, full of growth opportunities for your company. Successful businesses shift the way you think about service and support. The market is alive and evolving. Digital business models are disruptive; industry boundaries are blurring and hyper-connectivity is the new norm. Consequently, consumers are expecting a new type of experience one that is frictionless, one where commerce is seamless and one where technology is invisibly making life better, simpler. Businesses are transforming. Over the past several years, disruptive technological advances have changed our lives for the better, and most times without warning or detection. Services such as Netflix appeared and changed the way we watch TV from cable to streaming, ultimately enabling the unplugged movement. AirBnB revolutionized the hotel market, without even owning a single bed. And Uber, transformed the transportation market for millions of people in cities across the world. Services are the new consumption mode. New innovative digital business models require new approaches, different software structures and systematic information analysis. Understanding how to use new innovations in conjunction with software, business best practices is crucial. This is where the value of a unified service and support organization is enormous: simplicity, agility, and capturing the business opportunities enabled through digital business. 2

3 The Opportunity of Digital Business Enterprise software is transforming work and embedded software is changing everything. Digital transformation is changing business models and fundamentally changing the relationship between businesses and their customers. The focus of digital is not technology, IT strategy, or a one off investment it is a long, transformational journey that will take time and continual investment to achieve success in the digital economy. A coherent and comprehensive digital strategy is the catalyst for business innovation and growth.* Digital strategies need to build from a strong foundation that allows for adaptable business cycles and accelerated innovation. Having a digital business partner that can orchestrate the software services and support for a digital core surrounded by simple and adaptable integrations. 3 *Source: IDC - Digital Transformation FutureScape 2016: Worldwide Predictions

4 Path to Digital Business New Digital Business models require high service levels and accountability from IT. This requires a highly coordinated ecosystem of providers that are deeply integrated to provide the complete end-to end needs from transformation through support within one digital business service framework. Implementation IT Outsourcing Business Process Outsourcing Consulting Support IT SERVICES BUSINESS SOLUTIONS BUSINESS OUTCOMES DIGITAL ACCELERATION Digital Business Strategies Cloud First Analytics Smart Machines & Automation Internet of Things 4

5 Get to Know SAP Digital Business Services Businesses everywhere are engaged in digital initiatives to innovate faster; ensure sustainable, long-term solutions; and uncover maximum value. To unleash this power, you need a strong strategy strengthened by seamless, end-to-end enablement; continuous operations; and a trusted advisor with expertise in technology and your business. A holistic approach to digital transformation helps identify and implement new processes and capabilities with faster time to value. By uniting the business and IT with a common language, set of tools, and methodology, you can set your direction; articulate your strategy; and align scope, budget, and timing. No matter the digital enterprise vision, SAP Digital Business Services can help you accelerate digital innovation and time-to-value with SAP technology. 5

6 Our Commitment SAP Digital Business Services is committed to creating reusable, renewable services that can deliver digital value faster. We begin with best practices and proven processes for a given industry that will support your desired outcomes. The result is a sharp reduction in implementation complexity, time, and cost. Evolve your business. Embrace agile design methodologies to break new ground with a trusted adviser who knows you best with unparalleled digital expertise and a robust partner ecosystem gained from running the world s most demanding and successful businesses for over 45 years. Explore full business potential. Maximize the value of your SAP investment and define a clear digital road map to adoption with access to the SAP design authority consultants, support engineers, product managers and developers. Harness the breadth and depth of knowledge for your SAP solutions by collaborating with SAP Digital Business Services and SAP partners to unlock the full potential of your business. Enable business continuity. Secure continuous proactive and preventive support for all your critical business processes across all deployment scenarios and the complete lifecycle by choosing the SAP engagement level and structure that matches your business needs. We leverage best practices across the organization to keep your business running seamlessly. 6

7 The SAP Digital Business Services Approach With our combined expertise from services to support, SAP Digital Business Services is uniquely equipped to help you transform your business using SAP solutions and technology. Our approach to digital transformation is built on the following beliefs and priorities: Digital transformation starts with innovation Digital transformation requires speed Transforming into a digital enterprise requires a long-term partnership Realizing digital transformation requires the right project services Long-term digital transformation success depends on the ideal support experience Digital transformation requires a solution resilience that spans technology, innovation and reliability. It demands an integrated and accountable approach to service and support that puts ongoing customer success at the center. Our Approach SAP DIGITAL BUSINESS SERVICES DISCOVER PREPARE PREMIUM ENGAGEMENTS EXPLORE PROJECT SERVICES CUSTOMER SUCCESS RUN DEPLOY REALIZE SUPPORT OFFERINGS 7

8 Digital Transformation Starts with Innovation Digital transformation is more than just developing technology it s creating new business opportunities and possibilities. This doesn t happen by accident, so SAP provides the expertise tools and support to harness free thinking, bold ideas, and collaboration to drive long term scalable digital solutions. Our innovation approach includes establishing clear engagement plans goals and plans to secure innovation investments, optimize operations, as well as take advantage of the latest SAP and partner creativity. 8

9 SAP Leonardo Innovation Services SAP Leonardo Innovation Services, standard edition combines the tools, technology, and expertise of value to the business and IT in a concentrated offering to kick-start your innovation journey. It brings together the necessary technologies and skill sets to deliver an unparalleled innovation experience. Key experts include designers, business transformation specialists, industry experts, and technology consultants whose expertise is facilitated by the innovation coach. The user research team specializes in enhancing user satisfaction by designing applications that are not only functionally sound but also deliver a satisfying user experience. Bringing together this team of experts on your behalf helps ensure that your investment in digital innovation produces the outcome your business desires. All the while, your team gets exposure and training on the concepts of digital innovation to become self-sufficient and an agent of digital transformation. With the SAP Leonardo Innovation Services, you can use our showroom, empowerment sessions, innovation platform and digital design zone to explore and prototype innovative technologies, business models, and processes on your path towards digitalization without a big up-front commitment. SAP Leonardo Innovation Services provides a concrete output in the form of a first proof of concept, or prototype that can be deployed on the SAP Cloud Platform. Showroom** Access to business scenarios, references and SAP Model Company Business Digital Design Zone Enabled by SAP AppHaus SAP Leonardo Innovation Services* Innovation Platform Access to SAP Cloud Platform IT Empowerment** Expert-guided cloud development sessions *Some components only available to SAP MaxAttention Customers **Available to SAP MaxAttention Customers 9

10 Digital Transformation Requires Speed The digital age is about speed. Once the innovation road map is set, it is about its execution. SAP Digital Business Services helps you boost time to value through acceleration offerings, SAP Value Assurance and SAP Model Company. 10

11 SAP Value Assurance Service Packages Changing how to accelerate time-to-value. Our predefined service packages allow you to quick-start your digital transformation based on best practices, methodologies and tools from SAP. SAP Value Assurance achieves specific business outcomes using a layered engagement model to provide the right level services to achieve your business transformation. Each package has a clear, outcome-driven scope and addresses the different phases of your company s transformation. Four service packages help you kick-start your transformation at minimal risk with just the services you need. The packages are cumulative, and can be tailored to fit varied organizational structures and delivery methods. From planning and foundational implementation to end-to-end setup, you can choose the level of service coverage and engagement that works best for you. SAP Value Assurance supports many SAP solutions including SAP S/4HANA. SAP Value Assurance Service Packages: Value Received: Accelerate planning for digital transformation using tool-based system analysis, prepared information/scenarios, and best practices Reduce efforts for technical implementation relying on our experts and efficient project execution (including reduced number of onsite roles) Mitigate risks and safeguard your implementation Quick-start your digital transformation and accelerate time-to-value Benefit From: Design knowledge from SAP experts Engagement model with continuous value measurement on a joint roadmap and KPI s Predefined building blocks with a clear scope, outcome and a fix price Risk mitigation and safeguarded quality gates supporting a successful go-live INVOLVEMENT OF SAP Innovate Accelerate functional realization Accelerate technical implementation Plan and safeguard (Option: plan and prototype) Delivery framework ensuring access to a global team of SAP and partner consultants Access to the SAP Mission Control Center with best in class tools, methodologies and service procedures gathered from our customer projects across the world ENGAGEMENT SCOPE 11

12 SAP Model Company A SAP Model Company, complementary to SAP Value Assurance, is a ready-to-use, end-to-end reference solution tailored to an industry or line of business. It comprises state-of-the-art applications and proven best practices and encapsulates the experience from successful, real-life digital transformation projects. Embedded in an overall transformation road map and delivered as a service, a model company driven approach is applied during solution discovery, preparation, exploration, and realization activities. SAP Model Company helps you realize faster time to value and predictable results using industry or line of business best practices applied directly to your SAP solution. Each SAP Model Company includes: Preconfigured solutions: All the required applications, customizing settings and sample data to get started immediately whether operating in the cloud or on premise Business content: End-to-end process models that incorporate the experience and knowledge SAP has acquired relevant to the industry or line of business Accelerators: Configuration and how-to guides, test and demo scripts, and implementation tools Services: Hand-over and enablement workshops to jump-start discovery, preparation, exploration, and realization Innovation Accelerators Acceleration Simplification Engineered Service SAP Model Company Business Content Preconfigured Solution SAP Digital Business Framework Foundation SAP Activate + Industry Reference Architecture + Digital Business Framework 12

13 Transforming into a Digital Enterprise Requires Trusted Partnerships Transforming to a digital enterprise is not done overnight. Execution of a long-term strategy requires a long-term trusted partnership. With SAP MaxAttention and SAP Active- Embedded, SAP Digital Business Services provides long-term, strategic engagements to support your transformation. 13

14 Premium Engagements Assured expertise, delivered through premium engagements, including SAP MaxAttention and SAP ActiveEmbedded, help you realize long-term value from your digital transformation. Our premium engagements provide SAP experts on-site and embedded in your organization throughout the strategy, innovation, implementation, and operations lifecycles. Our experts, who are fully informed about your business, create strong connections between your business requirements and software implementation, development, and support activities to assure solution high-performance and long-term viability as well as to discover new opportunities for innovation. SAP MaxAttention VALUE DISCOVERY SAP MaxAttention is the highest level of access to ongoing co-innovation and co-value realization and enhances SAP s long term engagement processes to optimize the performance and maintainability of your SAP solutions. VALUE OPTIMIZATION SAP Digital Business Framework VALUE REALIZATION SAP ActiveEmbedded SAP ActiveEmbedded provides the core embedded support expertise and engineering services to remove barriers to innovation and accelerate adoption of new technologies in a non-disruptive way, providing data consistency and operational efficiency. 14

15 Control Center Framework The Control Center Framework, included with premium engagements, helps create new solutions that drive business strategy, support new business models, and enable innovations. Using this framework, you can complete an efficient digital transformation for your organization, innovating on the SAP platform with SAP solutions and services. The Control Center Framework helps you to operate, orchestrate and optimize SAP and Partner solutions and access support to provide the maximum consistency and reliability to both current solutions and new innovations. The Control Center Framework gives you access to on-site and remote expertise, best practices, and proven methodologies and tools to accelerate innovation or establish operational excellence. You can Run Simple whether you re incorporating new technologies from SAP or seeking new value from existing solutions. Orchestrates Managed by Optimizes SAP Innovation Control Center Accelerates time to value Enables breakthrough innovation Reduces total cost of implementation Avoids unnecessary modifications Customer SAP Operations Control Center Improves business processes Enables cost reduction and automation Enhances business continuity Reduces total cost of operations Customer SAP Partner SAP Partner SAP Solution Manager SAP Mission Control Center Integrates with SAP development Helps ensure implementation to operate best Delivers risk mitigation during the project Support Consulting Development Custom development Education... Delivers on demand Always on, 24x7, worldwide 15

16 Realizing Digital Transformation Requires the Right Project Services Defining your optimum path to digital transformation may need to go beyond our prescriptive services, like SAP Value Assurance, to address your specific business needs and environment. Our project services help you decide the precise nature and scope of SAP s involvement at each stage of your digital transformation lifecycle. 16

17 Project Services SAP Digital Business Services offers flexible project services to help you find the right services that enable success with your digital transformation project. Transformation Services Engage with our business transformation services, combining management consulting with IT know-how, to design a successful digital transformation and get more value from your SAP investments. Acceleration Services Use accelerators, like the SAP Model Company, to help you adopt best practices faster while driving consistency for ongoing innovation and continuity. Technology Services Bridge the gap between business and technology to deliver end-to-end services across the customer lifecycle. Includes expert advice in architectural planning, integration, data migration, user experience, and security. Implementation Services Get assistance in the implementation of SAP solutions. Minimize costs and time by using standardized methods models and tools aligned with SAP product development to implement consistently, safely, and successfully. Custom Development Services Innovate with specially-developed software and extensions that deliver the unique processes and experience that fit to your specific needs. Architected to provide maintenance, support, and on-going improvement with maximum value by leveraging your existing investment in software, hardware, and people. Learning Services Accelerate end-user enablement to increase adoption of SAP solutions through training and certification courses. Built on SAP SuccessFactors Learning, the SAP Learning Hub is SAP Education s cloud-based learning solution. 17

18 Long-Term Digital Transformation Success Depends on the Ideal Support Experience Long digital transformation success depends on securing existing optimizing operations, ensuring the resiliency and continuity of your solutions and technology, and being prepared to take advantage of the latest digital innovations. In providing support to over 345,000 SAP customers in over 190 countries and building a close collaboration along the way, we know a lot about providing the ideal support experience for long-term success. 18

19 SAP Enterprise Support and Preferred Care SAP Enterprise Support is our support foundation across all deployment scenarios, whether on premise, cloud, or a hybrid mix. SAP Enterprise Support provides proactive and preventative support from day one, covering the complete solution lifecycle from implementation on through to operations and continuous innovation. SAP Enterprise Support delivers a superior support experience that helps our customers achieve sustainable business success. Building on collaboration, empowerment, innovation and value realization, plus mission critical support, SAP Enterprise Support enables you to realize resiliency, continuity, and long-term value of your digital transformation using SAP solutions. SAP Preferred Care The SAP Preferred Care offering builds on SAP Enterprise Support services. You can deepen your product knowledge, optimize your processes, and enhance issue resolution by working with special SAP contacts. Personalized engagement at the heart of SAP Preferred Care. Designated customer success manager with technical and functional expertise engages with you throughout the customer lifecycle, facilitates collaboration, and provides remote enhanced incident management. You also have access to product experts to provide deep knowledge of SAP software. And enhanced service-level agreements for incident handling and corrective action guide your support experience. Collaboration Award-winning social collaboration platform Customer success manager Empowerment SAP Enterprise Support Academy Product expert access Innovation & Value Realization SAP Solution Manager Additional proactive checks Mission Critical Support 24x7 access to SAP experts Enhanced service-level agreements SAP Preferred Care Enhancing the Support Foundation SAP Enterprise Support Proactive & Preventative Support Foundation On-Premise Hybrid Cloud 19

20 SAP Solution Manager The Digital Business Services organization at SAP aims to help maximize the value of all your enterprise software, whether on premise, in the cloud, or in a hybrid landscape. For today s hyper connected world, our flagship application management tool, SAP Solution Manager included with SAP Enterprise Support features openness and integration. You can lay the groundwork for business innovation, improve IT management, and gain immediate access to SAP experts and support services when you need them. SAP Solution Manager has evolved into a full software and services management tool. It helps you centralize and streamline management of end-to-end business processes, even in hybrid cloud and on premise landscapes and environments with a high number of installed SAP and non-sap software systems. You can rely on SAP Solution Manager for proactive system and application monitoring, and you can manage innovation projects from start to finish, from gathering requirements to deploying the solution. You keep landscape and process performance transparent to all stakeholders, providing a single source of the truth that improves decision making. PORTFOLIO TO PROJECT DETECT TO CORRECT REQUEST TO FULFILL SOLUTION MANAGER REQUIREMENT TO DEPLOY Next-Generation Support Next-Generation Support drives further simplification leveraging digital customer service including: Expert Chat Service connecting SAP users to technical experts instantly, allowing you to interact in real time through live chat for faster issue resolution Schedule an Expert allows you to schedule a 30-minute call with an SAP expert to collaborate on a specific issue, avoiding delays, improving efficiency, and reducing future incidents Guided Answers empowers you to solve incidents directly using structured decision trees via an automated self-service tool based on learnings from other customers and the SAP support knowledge base Built-in support for the SAP S/4HANA Cloud suite allowing you to get help from SAP Support experts directly from within SAP applications 20

21 SAP Digital Business Services Making Digital Transformation Possible We are facing a new market reality, where the digital economy is redefining everything, digital is everywhere. The right digital business technology and services partnerships are need to make digital transformation possible now and successful in the long term. SAP provides the digital technologies needed to capture the opportunities of digital transformation. SAP Digital Business Services helps you leverage SAP solutions and technologies to accelerating time-to-value of your digital transformation while unlocking new business potential now and for the long term. Let s Get Started Let s transform your business together. For more information visit: 21

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