SAP Enterprise Support The Choice for the Intelligent Enterprise

Transcription

1 SAP Enterprise Support The Choice for the Intelligent Enterprise May, 2018

2 To take a lead in Brazil s agro-industry, Stara is leveraging SAP cloud solutions with the help of SAP Enterprise Support Thanks to SAP Enterprise Support we were able to improve our IT governance significantly. We are now using the functionalities of our cloud solutions much more effectively. SAP Enterprise Support is an essential element of our digital transformation strategy. Rafael Eduardo Costa, IT Manager, Stara S/A Indústria de Implementos Agrícolas Read the full business transformation study here. 2

3 The digital era is evolving into the intelligence era Mainframe & PCs 1960s 1980s Client Server & Internet 1990s s Cloud, Mobile & Big Data 2000s s Intelligent Technologies 2010s s Transistors & silicon revolution Large scale Mainframe Computing adoption Emergence of PC s Plant floor automation Widespread PC adoption Broadband Internet ERP and business process technologies Mobile & Smartphone ubiquity Cloud Computing Social Networks Big Data Machine Learning & Artificial Intelligence IoT & Distributed computing Blockchain Industrial Automation Business Process Automation Digital Transformation Intelligent Enterprise 3

4 Intelligent Enterprises elevate employees to focus on higher-value tasks 4

5 SAP Strategy Deliver the Intelligent Enterprise 5

6 SAP Enterprise Support The choice for the intelligent enterprise The intelligent enterprise Move to the cloud Make SAP S/4HANA your digital core Embrace breakthrough innovations SAP Enterprise Support helps you to adopt innovations and support services to improve your business processes and performance aimed at building an intelligent enterprise and mastering the digital economy. 9

7 SAP Enterprise Support The foundation for customer success Collaboration Empowerment Innovation and value realization Mission-critical support Proactive and preventive support SAP Enterprise Support The foundation for customer success Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization Across all deployment options The intelligent enterprise Move to the cloud Make SAP S/4HANA your digital core Embrace breakthrough innovations 10

8 Key Deliverables of SAP Enterprise Support Collaboration Empowerment Innovation and value realization Mission-critical support Expert guidance Enablement for digital transformation New features and business outcomes Digital customer support experience SAP Enterprise Support Value Maps SAP Enterprise Support Advisory Remote services SAP Enterprise Support Academy SAP Support Portal Releases, updates, patches Analyses and reports SAP Enterprise Support Advisory Council Service level agreements Next-Generation Support concept SAP ONE Support Launchpad SAP Solution Manager 7.2 SAP Pathfinder, SAP Transformation Navigator, and more 11

9 Collaboration Your fast lane to support expertise SAP Enterprise Support Value Maps A structured and goal-based approach to quickly identify the relevant SAP Enterprise Support services, tools and offerings to achieve defined targets and address your business needs. In addition, leverage the in-depth knowledge of our support advisory team for personal guidance based on 45+ years of close customer engagements. Guided approach to reach your objective Social collaboration to connect directly with SAP experts and peers Expert access to obtain guidance from SAP support experts Empowerment to build the knowledge and skills you need Available Value Maps SAP S/4HANA On Premise SAP S/4HANA Cloud Digital Innovation SAP SuccessFactors SAP Jam Collaboration SAP Analytics Solutions Security Business Process Improvement Data Volume Management Lifecycle Management >> Sign up 12

10 Collaboration Proactive and preventive remote services for the intelligent enterprise Remote services SAP Enterprise Support provides a wide range of remote services connecting you with our experts to analyze your system and/or specific situation. After each service, you receive a report, findings and a detailed action plan to mitigate risks or improve your situation. Huge variety of topics to address your pain points and improvement areas Detailed analysis based on actual data from your systems or solution Action plan to mitigate risks or improve your situation Examples Business Process Performance Optimization Going Live Support Data Volume Management Early Watch Check and many more 13

11 Collaboration Example: SAP S/4HANA On Premise Value Map SAP Enterprise Support Value Maps Start your journey to SAP S/4HANA Discover Prepare Explore Realize Deploy Run Run on SAP S/4HANA Discover the value Plan, prepare and start the implementation Define all the details Implement technical and functional changes Prepare to go live Optimize the operability Business Scenario Recommendation Report (BSR) Meet-the-Expert: Overview of the Transition to SAP S/4HANA Expert-guided Implementation: SAP Readiness Check Tool SAP Transformation Navigator SAP Innovation and Optimization Pathfinder Expert-guided Implementation: SAP S/4HANA Implementation with SAP Activate Expert-guided Implementation: Plan your Conversion to SAP S/4HANA Expert-guided Implementation: SAP S/4HANA Custom Code Impact Analysis Meet-the-Expert: SAP HANA Security Overview Meet-the-Expert: SAP S/4HANA Embedded Analytics Expert-guided Implementation: Data Migration Strategy and Tools for SAP S/4HANA Accelerated Innovation Enablement: SAP S/4HANA - HANA Infrastructure Continuous Quality Check for Implementation Expert-guided Implementation: SAP HANA Database Administration and Operations OS/DB Migration Check Continuous Quality Check Expert-guided Implementation: SAP Fiori Configuration on SAP S/4HANA Continuous Quality Check for Going- Live Support Expert-guided Implementation: SAP HANA Advanced Database Monitoring Expert-guided Implementation: SAP HANA Data Modelling Continuous Quality Check for EarlyWatch Check Continuous Quality Check for Security Optimization Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support 14

12 Empowerment Enablement for digital transformation SAP Enterprise Support Academy Benefit from expert guidance and high impact knowledge transfer services that enable you to innovate and be successful with SAP solutions. Knowledge transfer on digital transformation, integration, and system operations On-demand learning experience by combining self-paced and expertled offerings, available on a 24x7 platform High-quality vendor knowledge from SAP Support experts helps to close the digital skills gap of key users, IT and line-of-business experts Available Formats Best Practices Tutorials & Videos Guided Self- Services Continuous Quality Checks & Improvement Services Expert-Guided Implementations Meet-the-Expert Sessions Accelerated Innovation Enablement 15

13 Innovation & value realization Co-innovate with us SAP Enterprise Support Advisory Council Become an early adopter of the latest support innovations and directly influence SAP s offering in a meaningful way based on your own requirements. Early adopter Co-Innovation Pilot new offerings Expert access Direct feedback Direct influence Customer Close Collaboration SAP Transparency Focus topics SAP Cloud Solutions Integration SAP Leonardo Digital Innovation SAP S/4HANA on-premise SAP S/4HANA cloud 16

14 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. A single, intuitive interface to access support resources. By using customizable role profiles, the SAP ONE Support Launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience. 24x7 availability independent of your deployment model, with CALL-1-SAP as your global toll-free telephone number for contacting SAP support. Minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action. 17

15 Mission-critical support Live Business needs live support Self-service and incident prevention SAP support today Industry-leading proactive and preventive support across all deployment scenarios Next-Generation Support Groundbreaking support for the intelligent enterprise Real-time interactions Digital support experience AI / Machine learning 18

16 Mission-critical support Next-Generation Support for the intelligent enterprise Self-service and incident prevention Real-time interactions Digital support experience AI / Machine learning 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. Knowledge Base Articles (KBAs) via Google search Guided Answers SAP Community SAP Support Portal Support by Product Proactive outreach through info sessions and WhatsApp 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. Expert Chat Schedule an Expert Ask an Expert Peer (Feature Trial) Call-1-SAP & Customer Interaction Center (CIC) Benefit from a seamless and intuitive omnichannel support experience with personalized, context-sensitive support when and where you need it. SAP ONE Support Launchpad Built-in support Cloud Availability Center SAP Cloud Trust Center Social Media integration 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. Thought leadership Cognitive computing 19

17 Customer Value Experience Tools I Starting Point SAP Innovation and Optimization Pathfinder Innovation recommendations, industry benchmarks and recommendations for business and IT I Detailed Recommendations Business Scenario Recommendations Recommendations for SAP S/4HANA and Cloud SAP Fiori Apps Recommendations Improvement through SAP Fiori Apps Innovation Discovery Improvement through software enhancements SAP Solution Manager Value Report Business case for SAP Solution Manager SAP Transformation Navigator, SAP S/4HANA Readiness Check, Find more information here 21

18 Move to the cloud with SAP Enterprise Support Cloud SAP Enterprise Support Access SAP Enterprise Support Value Maps here. Transition from on-premise to cloud solutions Discover Prepare Explore Realize Deploy Run Run more and more SAP solutions in the cloud Evaluate the opportunities and value of cloud Pick the right cloud solutions and integration scenarios Focus on simplicity and fitto-standard but also rely on flexibility Implement technical and functional changes Execute the new implementation or landscape transformation Focus on continuous optimization of adoption and consumption Close the skills gap SAP Enterprise Support Academy, Value Maps and Advisory Pinpoint relevant services and tools Identify value potential Customer Value Experience Tools, e.g. SAP Pathfinder Realize value and measure success Co-innovate SAP Enterprise Support Advisory Council Collaborate 22

19 Make SAP S/4HANA your digital core with SAP Enterprise Support Digital core SAP Enterprise Support Access SAP Enterprise Support Value Maps here. Start your journey to SAP S/4HANA Discover Prepare Explore Realize Deploy Deploy Run on SAP S/4HANA Discover the value of SAP S/4HANA Plan, prepare, and start the implementation project Define all details Implement technical and functional changes Prepare to go live Optimize operability of SAP S/4HANA Close the skills gap SAP Enterprise Support Academy, Value Maps and Advisory Pinpoint relevant services and tools Identify value potential Customer Value Experience Tools, e.g. SAP Pathfinder Realize value and measure success Co-innovate SAP Enterprise Support Advisory Council Collaborate 23

20 Embrace breakthrough innovations with SAP Enterprise Support SAP Enterprise Support Breakthrough innovations Access SAP Enterprise Support Value Maps here. Innovate in short cycles with SAP Leonardo Discover Prepare Explore Realize Deploy Run Leverage the latest innovations IoT solution ideation and vision Plan project and create proof of concept Leverage rapid prototyping and prepare blueprint Implement technical and functional changes Choose right deployment model Optimize and assemble microservices, APIs, applications, and technologies Close the skills gap SAP Enterprise Support Academy, Value Maps and Advisory Pinpoint relevant services and tools Identify value potential Customer Value Experience Tools, e.g. SAP Pathfinder Realize value and measure success Co-innovate SAP Enterprise Support Advisory Council Collaborate 24

21 Key value drivers of SAP Enterprise Support Seamless consumption of innovation 20% Of budget saved for innovation discovery 20% Savings in upgrade costs 10% Less effort to adopt new innovation Fast value realization 300 days Of effort saved due to fast-tracked implementation 40% Reduction in operations planning efforts 50% Faster understanding of cloud integration options Business outcomes 30% Increase in sales productivity 10% Reduction in total cost of operation 31% Increase in user productivity End-to-end optimization 50% Increase in process speed for end users 40% Improvement in system response times 50% Faster performance of SAP SuccessFactors solutions Customer Success* *) Source: SAP Digital Business Services Reference Program: 25

22 More information SAP Enterprise Support SAP Enterprise Support Academy SAP Enterprise Support Value Maps SAP Enterprise Support Advisory Council SAP Solution Manager Contact & follow us: 26

23 Thank you. Contact information: Marcos Fidelles Market Unit Champion for Brazil & Enterprise Support Advisor SAP Labs Latin America Av. SAP 188, São Leopoldo / RS Brazil. Zip: T , E marcos.fidelles@sap.com Mateus Möllmann Digital Innovation Representative LAC & & Enterprise Support Advisor SAP Labs Latin America Av. SAP 188, São Leopoldo / RS Brazil. Zip: T , E m.mollmann@sap.com