The New SAP MaxAttention

Transcription

1 The New SAP MaxAttention Customer Success for the Intelligent Enterprise DETAILED INFORMATION

2 2

3 Table of Contents 5 The New SAP MaxAttention 6 Focus on Business Outcomes with SAP Digital Business Services 7 Pave the Road to the Future As an Intelligent Enterprise 9 Count on a Premium Level of Engagement and Personalized Service 11 Experience One SAP Leadership Across All Services with the New SAP MaxAttention 12 Provide Exceptional Advisory and Architecture Deliverables with an On-Site Team 14 Achieve Transformation Success As an Intelligent Enterprise 16 The New SAP MaxAttention at a Glance 17 Support All SAP Solutions and Deployments from Innovate to Run 18 Start Your Transformation Journey with Innovation Services 22 Develop a Future-Proof Multiyear Road Map with Architecture Planning 24 Accelerate Solution Deployment in the Cloud and on Premise with Implementation Support 26 Maximize the Value of Your Data with Analytics and Data Management 27 Run a Secure and Compliant SAP Software Landscape with Cybersecurity and Compliance 28 Enable Fast, Agile Development with Platform as a Service and DevOps 29 Help Ensure Technical and Functional Integrity and Performance with Safeguarding 30 Increase the Efficiency of Your Solution Investments with End-to-End Hybrid Operations 31 Manage Incidents Holistically and Increase Transparency with Accelerated Support 20 Maximize Your ROI with Co-Design 3

4 4

5 The New SAP MaxAttention Customers that have SAP MaxAttention services not only love it but also live up to our brand expectations. They are best-run businesses. I insist that our customers embed SAP Digital Business Services in every significant customer project because we want to safeguard their projects and report the value they derive from their implementations. Bill McDermott, CEO, SAP SE 5

6 Focus on Business Outcomes with SAP Digital Business Services If technology is used to create differentiating business models, strengthen operational performance, or move beyond what s possible today, your business is experiencing a digital transformation. With the SAP Digital Business Services organization, you can gain greater value from these transformative efforts. More important, you can maximize the benefits of existing and new solutions, migrate to the cloud to increase agility and employee engagement, and incorporate next-generation solutions to drive innovation. With exceptional engineering capabilities, your business can take advantage of the innovative technologies, advisory, and architecture it needs to succeed. SAP MaxAttention offerings focus on four strategic partnership objectives (see Figure 1). RUN BETTER SAP Digital Business Services empowers customers to succeed with SAP solutions through: A portfolio of offerings that provide guidance to our customers and increase their agility A set of customer success accelerators, intelligent tools, and automated capabilities, such as SAP Solution Manager A vibrant ecosystem of partners with deep industry and technology experience USE BETTER Every business is working on its digital transformation to gain greater value from its efforts by: Maximizing benefits from its existing and new solutions Using the cloud to create greater business agility and employee engagement Incorporating next-generation solutions that drive innovation EXTEND USE Our commitment to our customers success and business value spans across the full scope of innovation and digital transformation. This commitment is backed by a wide array of expert services, including: Advisory services: Create and realize new possibilities Implementation and migration services: Achieve solution benefits that are more secure and faster than ever before Continuous customer success and support delivery: Drive enablement, adoption, and business continuity BUILD NEW The SAP Digital Business Services organization is a catalyst for digital transformation success. We combine unmatched expertise in SAP solutions with deep knowledge of industry and business processes. Long before the term digital transformation was first coined, we were leading our customers through their own business transformation journey. We constantly look beyond technology to help our customers achieve measurable business outcomes in any environment. Figure 1: Strategic Partnership Objectives Run Better Use Better Extend Use Build New 6

7 Pave the Road to the Future As an Intelligent Enterprise THE INTELLIGENT ENTERPRISE Together, we can develop business intelligence that helps change the world and improve people s lives. While machine learning algorithms increase process efficiency through automation, greater value can be achieved by architecting an objective-focused intelligent enterprise. Connecting humans to machines enables positive impacts on business outcomes (see Figure 2). SAP has a clear strategy for moving our customers stepby-step toward fulfilling their objectives. It is directly aligned with our cloud strategy because a truly intelligent enterprise system runs best in the cloud. Our portfolio of solutions and services is designed to deliver the Intelligent Enterprise by delivering value through experiences, processes, and analytics. INTELLIGENT EXPERIENCES As we interact with intelligent enterprise solutions, the technology learns how business processes are executed. Over time, the system provides better in-context information for a particular user. The SAP CoPilot Web application and project E-Quill are two examples of how we are enabling a new way of working while augmenting user capabilities and eliminating wasted time across the business. INTELLIGENT PROCESSES Flexible integration and a unified business-process landscape drive interactions that are required for an intelligent system to learn. Centralization of key process information provides the line-of-business (LoB) visibility needed to facilitate intelligent processes. SAP Cloud Platform provides a central environment for building an intelligent suite and extending applications for specific scenarios. INTELLIGENT ANALYTICS Innovations that enable the Intelligent Enterprise are designed to support critical decision-making with advanced predictive-analytics models. Simulated business outcomes require flexibility as an integral part of the system. This feature is built into every layer of the SAP technology stack from our in-memory database and simplified data models to integration patterns and applications that sit on top. Intelligent analytics are also embedded across our applications and technologies. For example, natural language processing and voice recognition are breaking down barriers between users and their machines to provide previously unattainable insights. Figure 2: Building the Intelligent Enterprise Business networks SAP CoPilot Experience SAP Fiori Applications Solutions for intelligent enterprises Differentiate SAP Leonardo Intelligence Machine learning SAP Data Hub SAP Analytics Cloud Foundation SAP Cloud Platform SAP HANA 7

8 8 The new SAP MaxAttention is the highest and most exclusive level of engagement available from the SAP Digital Business Services organization.

9 Count on a Premium Level of Engagement and Personalized Service THE NEW SAP MAXATTENTION SAP has a long history of groundbreaking transformation, but we are far from done. We continue to help our customers operate as best-run businesses by continuously refreshing our technologies and services to reflect their strategic needs. We are committed to helping you adapt better to our ever-evolving world and overcome today s and tomorrow s challenges. There is perhaps no greater representation of this commitment to excellence than our premium support offering, reengineered and modernized for the digital era. The new SAP MaxAttention offering is designed to help our customers succeed with intelligent solutions. The offering helps you navigate every shift experienced while increasing your ROI through a holistic engagement model, a comprehensive service portfolio, and a full set of value-based services with predictable outcomes (see Figure 3). The new SAP MaxAttention is the highest and most exclusive level of engagement available from the SAP Digital Business Services organization. It distills over 45 years of experience in working with 355,000 customers in more than 180 countries into a superior service and support experience. The offering provides you with the services, methods, tools, and expertise you need to succeed in the digital economy and it starts with engagement foundation services for SAP MaxAttention. Figure 3: Comprehensive Service Portfolio Across All SAP Solutions, Covering All Deployments from Innovation to Operations Extend Use Use Better Build New Run Better Deployment scenarios New SAP MaxAttention services portfolio Cloud Hybrid + Cloud and hybrid scenarios + Coverage for all SAP solutions + Advisory for innovation and transformation On premise Where we are coming from Classic portfolio of SAP MaxAttention services Discover and innovate Prepare Explore Realize Deploy Run Solution lifecycle coverage 9

10 10 With the new SAP MaxAttention, we continue to help you operate as a best-run business by continuously refreshing our technologies and services to reflect your strategic needs. We are committed to helping you adapt better to our ever-evolving world and overcome today s and tomorrow s challenges.

11 Experience One SAP Leadership Across All Services with the New SAP MaxAttention ONE SAP LEADERSHIP ACROSS CLOUD AND ON-PREMISE DEPLOYMENTS We listen to our customers continuously, which inspired the release of the new SAP MaxAttention and our one SAP leadership model. This approach allows your dedicated on-site team from SAP to coordinate and orchestrate all our service and support teams and to operate as a single point of contact for project-related questions and information (see Figure 4). DELIVERY APPROACH Our service and support model creates transparency across all activities, onboards all teams efficiently, and allows us to fully understand your situation. For example, monthly governance meetings are scheduled with your leadership team to review progress and adapt priorities when needed. Plus, executive sponsorship and joint quarterly reviews are conducted to provide full visibility into all ongoing initiatives and projects. Customers can reduce their coordinated efforts with this model through: One consistent customer experience across the SAP services portfolio One single point of contact for all service and support teams from SAP One SAP leader to help you navigate through the SAP solution landscape Full coverage of all SAP products, lifecycle phases, and deployment scenarios to drive your success Figure 4: One SAP Leadership Across All Lines of Service The New SAP MaxAttention One service leadership team from SAP orchestrating all services for the customer on-site Architecture point of view Improvement analysis and road map services Optional services Professional Services Support Orchestration SAP Preferred Success SAP HANA Enterprise Cloud Application Management Services SAP Innovative Business Solutions Others 11

12 Provide Exceptional Advisory and Architecture Deliverables with an On-Site Team A NEW HOLISTIC ENGAGEMENT MODEL By deploying one committed team to address the business and IT demands of your enterprise, the new SAP MaxAttention provides a simpler way to collaborate with SAP. The team is led by a service and support partner, a lead technical quality manager (TQM), and an enterprise architect all ready to provide the foundation for your success. This organizational structure helps ensure that you have access to the right SAP experts to help innovate, ideate, and accelerate your digital transformation; streamline your IT landscape; and optimize your operations. With a holistic engagement model, we present ourselves with one face and one set of clear responsibilities. SERVICE AND SUPPORT PARTNER 1 A service and support partner leads your engagement through all delivery phases: project, support, and optimization. Based on a holistic understanding of your current state, goals, industry challenges, and key business drivers, our service and support partners can determine the best direction across all SAP solutions and deployment models. Plus, every engagement is governed by best practices recommended by SAP to help ensure all SAP teams and partners are working together to deliver on your road map to a high-performing digital core. Our service and support partners demonstrate accountability and are responsible for delivering: Engagement governance and balanced scorecards Monthly reporting Best practices that empower all SAP teams to deliver successful engagements Ownership of your agenda for adopting SAP solutions such as SAP S/4HANA Management of executive escalations See Figure 5 for more information on the deliverables that we offer. ENTERPRISE ARCHITECT The enterprise architect (EA) helps translate your business strategy and goals into SAP solution road maps and then designs the desired to-be enterprise architecture. During the entire engagement, the EA contributes to your architecture governance body and provides a consistent architecture advisory experience across all involved SAP experts. The EA also delivers an architecture-based point of view on an annual basis. Enterprise architects provide deliverables including: Road maps and details on the future architecture vision based on your business outlook within the next two to five years Clear point of view of the enterprise architecture Establishment of the architecture governance board, including relevant monthly action-item reporting System landscape diagram of the solution, data, and communication architecture LEAD TECHNICAL QUALITY MANAGER Dedicated to your success, a lead TQM primarily covers the IT architectural aspects of your engagement with a clear focus on system reliability, security, scalability, data integrity, and high performance across all SAP products (see Figure 6). The role is supported by SAP Mission Control Center, which provides safeguarding plans for ongoing projects and helps ensure operational readiness and smooth go-lives. The TQM also contributes to the ongoing documentation of your technology architecture and supports release and upgrade planning for your entire SAP solution landscape. Our lead TQMs are responsible for deliverables including: Providing relevant monthly action-item reporting to help you run and adopt your SAP solution investment Planning that covers technical risk mitigation, release and upgrade projects, top issues, and associated reporting capabilities Creating the technology architecture and detailed stack plans Managing the on-site team across all engineering roles 1. Service and support partners are not provided as part of the contract for the new SAP MaxAttention engagement. 12

13 Figure 5: Deliverables of the On-Site SAP MaxAttention Team Architecture point of view Improvement analysis and road map services Figure 6: The On-Site SAP MaxAttention Team Monthly governance meetings with your leadership team to review progress per focus area Service and support partner* Executive sponsorship and joint quarterly reviews of all ongoing initiatives and projects Front Office Enterprise architect Lead technical quality manager SAP Transformation Hub as a globally standardized back-office team for innovation and digital transformation SAP Mission Control Center as a globally standardized back-office team for operational excellence *Service and support partners are not provided as part of the contract for the new SAP MaxAttention services. 13

14 Achieve Transformation Success As an Intelligent Enterprise ENGAGEMENT FOUNDATION SERVICES SAP MaxAttention experts serve as trusted advisors who provide access to in-depth SAP product and technical expertise. Delivering strong core support in exceptional situations, our portfolio of services and overall engagement experience are critical elements of our customers success. With the new SAP MaxAttention offering, we are building on the long-held core values of the offering. As part of the foundation of every engagement, we prepackage the services that more than 80% of our customers rely on to help ensure their success (see Figure 7). Additional requirements can be covered by adding optional services and front-office extensions. The delivery of these services is coordinated by an on-site team that supports SAP MaxAttention. DELIVERY APPROACH Dedicated lead TQMs play a central role in SAP MaxAttention. They act as a personal guide, leading and supporting your organization to help ensure long-term success. Based on your company s strategic goals, your assigned lead TQM will prepare a service and support plan with a clear focus on your success. After a joint alignment meeting, the lead TQM orchestrates service delivery and manages follow-up activities. Should an unacceptable situation arise, the lead TQM is the central point for analysis and issue resolution and mitigation (see Figure 8). The deliverables around the engagement foundation services include: Lead TQM Architecture point of view Improvement analysis and road map services Figure 7: Baseline-Level Overview Engagement Size Level 3: Architecture planning Architecture of high-end landscapes Level 3: Innovation services Operationalize innovation Optional service offerings Level 1: Cybersecurity and compliance Transparency and mitigation Level 2: Innovation services Expand innovation Level 1: Architecture planning Architecture review Level 2: Implementation support Accelerate technical implementation Level 1: Implementation support Plan the implementation Level 1: Platform as a service and development operations Rapid application development Level 2: Innovation services Expand innovation Level 1: Innovation services Kick-start innovation Special topics Expertise on demand Optional front-office extension Focus technical quality manager Additional architects Enterprise architect Service and support partner* Baseline offering Engagement foundation services for SAP MaxAttention Lead technical quality manager Architecture point of view from SAP Improvement analysis and road map services Lead technical quality manager Front office Engagement phase *Service and support partners are not provided as part of the contract for an SAP MaxAttention engagement. 14

15 Figure 8: Overview of SAP Products Covered by SAP MaxAttention Focus Topics SAP Products Innovation Services Co-Design Architecture Planning Implementation Support Cybersecurity and Compliance Platform as a service and DevOps Safeguarding End-to-End Hybrid Operations Accelerated Support SAP S/4HANA SAP BW/4HANA SAP S/4HANA Cloud SAP Integrated Business Planning SAP Commerce Cloud SAP Marketing Cloud SAP C/4HANA suite SAP Fieldglass solutions SAP Concur solutions SAP Ariba solutions SAP SuccessFactors solutions SAP Cloud Platform Covered Separate commercial agreement In process The benefits of the services include: Quick removal of roadblocks to smooth the path to digital transformation with an enterprise architecture point of view from the software vendor Clear identification of improvement areas with analysis and a road map Reduced total cost of operations and newly created business value with proactive advice and recommendations provided by accelerated optimization services Continuous long-term commitment to help ensure continued and effective business operations Fast access to a dedicated on-site team and SAP Best Practices packages that are based on the experience of all our customers Complementary services and expertise from SAP as the software vendor, in addition to services delivered by our partners 15

16 The New SAP MaxAttention at a Glance Figure 9: Engagement Foundation Services for SAP MaxAttention Build New Engagement foundation Enterprise architect Extend Use Architecture point of view SAP Transformation Hub Use Better Service and support partner* Improvement analysis and road map services SAP Mission Control Center Services of the lead technical quality manager Run Better Lead technical quality manager *Service and support partners are not provided as part of the contract for SAP MaxAttention services. Objective: SAP s goal is to facilitate a holistic engagement model that demonstrates our commitment to presenting one face to the customer through one on-site team. THE COMPREHENSIVE ENGAGEMENT MODEL The engagement model provides a committed on-site team of SAP experts that covers your business needs and IT demands (see Figure 9). Supporting roles include: Service and support partner: This central role of the SAP MaxAttention front-office team covers all SAP solutions and deployment options cloud, hybrid, and on premise end to end and throughout the customer lifecycle. Service and support partners primarily focus on engagement governance, regular reporting, and executive alignment. Enterprise architect: The EA helps you translate your business strategies and goals into a solution road map and IT architecture. During the entire engagement, the EA provides architecture governance, guidance, and management of all roles within key programs to help ensure smooth and consistent execution and operations according to the defined architecture. Lead technical quality manager: Lead TQMs are responsible for the IT architectural aspects of your engagement, with a clear focus on system reliability, security, scalability, data integrity, and high performance across all SAP products. 16

17 Support All SAP Solutions and Deployments from Innovate to Run Figure 10: Focus Topics and Engagement Levels for SAP MaxAttention Focus Topics Engagement Level Level 1 Level 2 Level 3 Innovation Services Kick-start innovation Expand innovation Operationalize innovation Co-Design Value and design assessment Design advisory Edge design support Architecture Planning Architecture review Architecture transformation Architecture of high-end landscapes Analytics and Data Management Value discovery and road map Accelerating data to insights Next-generation scenarios Implementation Support Plan the implementation Accelerate technical implementation Accelerate functional realization Cybersecurity and Compliance Transparency and mitigation Continual improvement Strategy and architecture Platform as a Service and DevOps Rapid application development Core extension development Scale and manage developments Safeguarding Technical integrity and scalability Functional and data integrity High-end performance solutions End-to-End Hybrid Operations Transparency and essential optimization Continuous improvement of hybrid solutions High-end operations of hybrid solutions Accelerated Support Accelerated incident management Extended accelerated incident management and service-level agreements Special-purpose support We offer comprehensive services for all SAP solutions and deployments, as well as the complete lifecycle from innovate to run. See Figure 10 for a comprehensive list of focus topics. A COMPREHENSIVE PORTFOLIO Whether you run your landscape on premise, in the cloud, or in a hybrid setup, the new SAP MaxAttention offers a comprehensive and personalized service portfolio to provide support across your SAP industry and lineof-business solutions. You can take advantage of these offerings from innovation to run. The new SAP MaxAttention focuses on innovation and co-design, as well as cybersecurity and compliance, platform as a service (PaaS), and DevOps practices. We also provide enhanced services such as implementation support, which now includes support for cloud solutions from SAP. These focus topics and their levels of engagement help you build new solutions that enable your enterprise to use and run SAP solutions better. PREDICTABLE OUTCOMES The new SAP MaxAttention offers three flexible and increasing levels of engagement. You can select the level of commitment that best meets your current situation. Plus, each engagement begins with engagement foundation services. With this approach, we can deliver predictable outcomes through services that adapt to your specific needs and drive desired business results. In return, you can unlock unprecedented value with your digital vision by tapping into the full potential of SAP solutions, cloud opportunities, and digital innovation. 17

18 Start Your Transformation Journey with Innovation Services INNOVATION SERVICES Innovation services available through SAP MaxAttention are designed to help you get even more value from your investment in SAP solutions and services. By blending established applications with emerging innovations and drawing from the latest SAP technology developments, leading thinkers, industry experts, and innovators, you can uncover new ways to optimize your business and drive innovation faster and with less risk (see Figure 11). OUR DELIVERY APPROACH With our innovation services, the SAP Digital Business Services organization will: Identify your relevant innovation needs and pinpoint a suitable engagement level that meets your requirements Draft an initial innovation services plan that details service delivery Conduct reviews monthly with you and your strategic counterparts to discuss and update the innovation plan Collaborate with experts who provide innovation advisory, coaching, and insights into the capabilities of edge technologies (see Figure 12). WHEN TO CONSIDER Choose our innovation services if your focus is to: Address increasing pressure to solve business challenges at a lower cost and in more novel ways to remain competitive and deliver new growth Take advantage of emerging technologies by answering and inspiring the question of which innovations are relevant to your business Navigate the noise to find out what s new, discover what s ready now, and determine which will have the greatest impact BENEFITS By engaging with SAP, you can access the latest innovations and capabilities to solve your business challenges with: Accelerators: Leverage built-in solutions that combine multiple emerging technologies to address specific business challenges at a lower cost in novel ways. Latest technology: Expose your business to the latest technology developments from SAP from blockchain and machine learning to the Internet of Things and advanced data analytics to learn and build up the necessary innovation capabilities you need to establish structures for the self-sufficiency and continuous innovation required to drive successful outcomes. Expertise: Access a global pool of industry, line-ofbusiness, technical, and innovation expertise to explore and experiment with emerging technologies safely with a clear focus on impact and scale Figure 11: Engagement Levels of Innovation Services Available Service Levels Level Scope and Outcome Level 1 Kick-start innovation Tackle a single business challenge by using edge technology. With a functional prototype and a commercial case, you can gain a better understanding of how to solve a challenge and what it will take to scale the solution. Level 2 Expand innovation Take advantage of the benefits of the first level to handle twice the number of business challenges. You can begin to build the necessary innovation capability to progress faster through future cycles. Level 3 Operationalize innovation Bring a programmatic approach to innovation by building on the benefits of expanding innovation during level 2. Access a full year of a quarterly cadence and ongoing development of the innovation structures and capabilities required to progress innovation at scale. 18

19 Figure 12: SAP Leonardo Technology Overview of Capabilities The Internet of Things Blockchain Machine Learning Analytics DevOps Mobile Services Security Runtime and Containers Data Storage Integration Collaboration User Experience 19

20 Maximize Your ROI with Co-Design CO-DESIGN Through SAP MaxAttention, you can take advantage of co-design services that leverage industry best practices reflected in SAP Model Company services (see Figure 14). You can get the proper program governance you need to identify value and realize it across the entire engagement lifecycle (see Figure 13). Co-design services help maximize the time to value of your intelligent transformation initiatives by helping to ensure the development of an aligned and prioritized business and IT digital innovation road map, which highlights key action areas for value creation. Plus, SAP Model Company allows you to minimize your organization s effort during implementation and transformation. OUR DELIVERY APPROACH With our co-design services, the SAP Digital Business Services organization will: Assess the alignment of your business and IT architecture to fully support your overall strategy Identify and prioritize value drivers, challenges, and performance gaps Link value potential to your digital initiatives with proven industry best practices available in SAP Model Company Align potential co-innovation enhancements of SAP solutions with SAP Innovation Control Center Set up value-driven governance processes WHEN TO CONSIDER Choose our co-design services if your focus is to: Receive support for current business and IT architectures Boost average company performance for certain areas Find missing links between value potential and digital initiatives Overcome obstacles to innovation, such as heterogeneous and highly tailored IT environments Consider standardizing processes and technologies BENEFITS By engaging with SAP, you can gain: Clear understanding of current value drivers and challenges Road map to address challenges Continuous alignment of strategy, values, and architectures Reduced time to value by using industry best practices and SAP Model Company services Minimized modifications and customizations Figure 13: Engagement Levels of Co-Design Services Available Service Levels Level Scope and Outcome Level 1 Value and design assessment Set the scene for transforming your business into an intelligent digital enterprise. Gain a clear understanding of value metrics, discover the main areas of value extraction, and define the value map with industry best practices reflected in SAP Model Company. Level 2 Design advisory In addition to level 1, create your co-design experience by actualizing your digital road map and steer transformation toward value generation. Define joint design based on industry-specific best practices, and develop an actionable plan for value extraction supported by an established value governance plan. Level 3 Edge design support Secure early adoption of our most recent technology to gain competitive advantages, along with leveraging the coverage of level 2. Improve steering and governance of multiple partners in a proven framework, and reduce time and cost to value. 20

21 Figure 14: Available SAP Model Company Services 2 Industry Services Airline Back Offices Automotive Chemicals Consumer Products Core Retail Fashion and Vertical Business Industrial Machinery and Components Insurance Integrated Digital Banking Life Sciences Mill Products Mining Production Execution Oil and Gas Trade Management for Consumer Products Utilities (Deregulated Market, Regulated Markets, and Transmission and Distribution) Line-of-Business Services Central Finance Connected Manufacturing Enterprise Asset Management Finance Human Resources Logistics Execution Omnichannel Retail R&D/Engineering and Sustainability SAP Extended Warehouse Management for Industries SAP Marketing Cloud Subscription Billing Supply Chain Planning Cross-Industry Services Enterprise Foundation Multinational Corporations 2. Each SAP Model Company service is a separate commercial component and needs to be licensed separately. 21

22 Develop a Future-Proof Multiyear Road Map with Architecture Planning ARCHITECTURE PLANNING Architecture planning provides a holistic approach to review, optimize, and develop the overall enterprise architecture within a digital transformation program. From business and application architecture to technical architecture, this focus topic provides strategic guidance and execution support. We can help you determine a specific, future-proof architecture and multiyear road map driven by your business and IT strategy and in alignment with the SAP product vision (see Figures 15 and 16). OUR DELIVERY APPROACH With our architecture planning services, the SAP Digital Business Services organization will: Engage in joint scoping to clarify every aspect of the transformation program from business and functional areas to program or project plans, timelines, organizations, and geographies Deliver services that involve a preparation phase, on-site workshops with the project team and lineof-business representatives, and comprehensive service reports that include detailed findings and recommendations WHEN TO CONSIDER Choose our architecture planning services if your focus is to: Gain architecture guidance for your transformation program, from the identification of change drivers and supporting capabilities to target architecture definition and road map design Review and optimize architecture and design aligned with industry best practices and the product road map from SAP as the software vendor BENEFITS By engaging with SAP, you can: Validate functional and technical feasibility and design in a way that aligns with standards and industry best practices Promote efficient, robust, and aligned derivation of the application, technical, and business architecture Optimize the use of the core capabilities of SAP software to reduce risks and effort related to system enhancements or modifications Identify risks and recommendations proactively to mitigate issues swiftly Figure 15: Engagement Levels of Architecture Planning Services Available Service Levels Level Scope and Outcome Level 1 Architecture review Review existing architecture and plans while enlisting initial support for technical architecture and infrastructure. Level 2 Architecture transformation Expand on level-1 benefits by pinpointing critical drivers for further evolution of the target architecture, derivation of functional and nonfunctional enablers, and joint definition of a customer-specific target architecture and road map. This can include sizing and technical platform definition. Level 3 Architecture of high-end landscapes Gain design support for custom-tailored architecture in terms of functionality, scalability, and robustness by moving from transition planning while maintaining business agility. In addition to level 2, you gain advice on your architectural design of high-end, multifaceted solution landscapes consisting of many or exceptionally large systems. 22

23 Figure 16: Overview of Architecture Areas and Offerings Levels Area Offering Business architecture Review of industry reference model (capabilities) Adaptation of capability model Application and data architecture SAP Transformation Navigator tool and validation refined As-is and high-level to-be architectures Transition paths and instance strategy Platform-as-a-service architecture, including extensions Analytics strategy Data-centric architecture Data retention and tiering strategy Data reduction detailed approach and proof of concept Road mapping Road map by line-of-business cluster or business-unit priority Value assessment Integration architecture Interface discovery and documentation Integration strategy, which includes technology and operations Technical architecture Technical architecture validation, including sizing verification Advanced sizing Technical platform definition, which supports the request-for-proposal stage and detailed technical design Technical architecture for hybrid cloud deployment Technical architecture design for high-end landscapes Security architecture Security questionnaire and prioritization 23

24 Accelerate Solution Deployment in the Cloud and on Premise with Implementation Support IMPLEMENTATION SUPPORT Implementation support offers a systematic approach to accelerate the implementation of SAP solutions both in the cloud and on premise with reduced risk. Our focus topics simplify the transformation of an SAP solution to achieve resilient, sustainable, and flexible solutions quickly. You can choose the level of service coverage and engagement for your implementation (see Figures 17 and 18). OUR DELIVERY APPROACH With our implementation support services, the SAP Digital Business Services organization will: Offer incremental levels of engagement to you or your implementation partner s team Provide a higher level of engagement that includes lower service levels in addition to new service offerings Deliver the service coverage that works best for you from planning and foundational implementation to comprehensive setup, service, and support Provide the expert help you need to plan the implementation of core elements of your digital transformation in the right order to empower your organization to thrive and to protect your legacy investments WHEN TO CONSIDER Choose our implementation support services if your focus is to: Embark on the first-time implementation of an SAP product or conversion of an existing product Access implementation expertise and experience throughout the entire project lifecycle, from planning to productive operations Decide to complement the services provided by an involved partner BENEFITS By engaging with SAP, you can: Deploy the right solutions with expert guidance Reduce the time and cost to drive customer success Mitigate risk and achieve a successful implementation Adhere to SAP standards, road maps, and best practices to shorten time to value Exploit maximum value from your investment in SAP solutions Figure 17: Engagement Levels of Implementation Support Available Service Levels Level Scope and Outcome Level 1 Plan the implementation Kick-start the planning of your digital transformation on premise and in the cloud. Determine the transformation value and define the ideal implementation strategy for on-premise solutions or a migration strategy to the cloud while identifying integration points and dependencies and clarifying your technical architecture and data migration architecture. Level 2 Accelerate technical implementation Scope and design the ideal technical target environment along with level-1 deliverables. Assess the migration options for your business data residing in legacy systems. Plan and prepare for complex capacity needs based on future business growth. Level 3 Accelerate functional realization Secure business applications with a state-of-the-art user experience along with the implementation design created during level 2. Speed up the design process by leveraging best practices, standard integration, SAP Model Company, and the analytics power of SAP S/4HANA software. 24

25 Figure 18: Cloud and On-Premise Implementation Road Maps for SAP S/4HANA For more information, visit us online. 25

26 Maximize the Value of Your Data with Analytics and Data Management ANALYTICS AND DATA MANAGEMENT Analytics and data management help to maximize the value of core analytics and data management investments. Using the latest innovations for a specific industry, line of business, or technology, you receive advice and guidance for creating business value and new business models. Furthermore, it supports your transition to becoming an intelligent enterprise through the use of next-generation, data-driven analytics scenarios (see Figure 19). DELIVERY APPROACH With analytics and data management services, the SAP Digital Business Services organization will: Help you choose the service coverage that works best for you from value discovery and road map preparation, acceleration of your analytics and data management implementation projects, and innovation support to exploring the value and feasibility of next-generation SAP solutions Provide expert help for planning the implementation of core elements of your intelligent enterprise agenda to empower your organization for the future WHEN TO CONSIDER Choose our analytics and data management services if your focus is to: Take the first steps to unlocking the value of data Apply state-of-the-art, end-to-end analytics to realize the Intelligent Enterprise by leveraging machine learning Move from a product- or solution-centric view to a customer- and service-centric business model approach BENEFITS By engaging with SAP, you can: Learn how to unlock the value of data by adopting the latest analytics and data management solutions from SAP Gain insights into applying new technologies through prototyping Shorten time to value and increase solution adoption for driving digital business success Mitigate risk and achieve successful implementations by adhering to best practices recommended by SAP Engage SAP expertise at the level where it is most relevant, end to end, from discovery to safeguarding of your project Figure 19: Engagement Levels of Analytics and Data Management Available Service Levels Level Scope and Outcome Level 1 Value discovery and road map Start your journey by unlocking value in your analytics and data management portfolio. We provide an introduction in the form of services for ideation, enablement, and value discovery. Level 2 Accelerating data to insights Access a portfolio of services to help accelerate and realize the core analytics and data management programs of your company, including a selection of road map and quick-start services and best-practice recommendations. Level 3 Next-generation scenarios Tap into next-generation services in the areas of machine learning, Big Data, the cloud, and Internet-of-Things computing to start your transformational journey to become an intelligent enterprise. 26

27 Run a Secure and Compliant SAP Software Landscape with Cybersecurity and Compliance CYBERSECURITY AND COMPLIANCE Cybersecurity and compliance shows you which data and system protection topics are crucial and where to find a cost-effective way to meet compliance requirements and close security gaps quickly (see Figure 20). OUR DELIVERY APPROACH With our cybersecurity and compliance services, the SAP Digital Business Services organization will: Execute a mix of on-site and remote discussions, meetings, and checks Deliver a final presentation of relevant topics and recommendations WHEN TO CONSIDER Choose our cybersecurity and compliance services if your focus is to: Counteract the rising risk of cyberattacks early on in a transformation program Fulfill regulatory requirements to smooth integration with other project packages Find a cost-effective way to meet regulatory requirements and close security gaps quickly BENEFITS By engaging with SAP, you can: Analyze security and compliance gaps thoroughly Extend expert guidance on optimizing processes and technology to run a secured and compliant SAP software landscape Assess your readiness for compliance with the European Union s General Data Protection Regulation Figure 20: Engagement Levels of Cybersecurity and Compliance Services Available Service Levels Level Scope and Outcome Level 1 Transparency and mitigation Improve your core competence in designing, building, and running a hybrid SAP software landscape in a secure and compliant manner. Discover critical gaps and make the optimization potential visible for critical topic-related requirements. Level 2 Continual improvement Develop a security and compliance improvement road map based on the results of the transparency and mitigation assessment during level 1, and safeguard the security aspect of your implementation. Level 3 Strategy and architecture Build on the coverage in level 2 by designing and reviewing your technical architecture related to the security of SAP solutions. Conduct strategic prototyping using an agile approach to help accelerate the deployment of security and compliance software from SAP to actualize an innovative business scenario. 27

28 Enable Fast, Agile Development with Platform as a Service and DevOps PLATFORM AS A SERVICE AND DEVOPS Digital transformation will be successful only when people, processes, system data, and analytics are seamlessly connected. This needs to be supported by a holistic enterprise cloud architecture covering all application areas as one, with a stable core and without disruption, as innovation is provided to the business. The PaaS and DevOps capabilities of SAP MaxAttention support these needs by offering a set of tools, knowledge, best practices, and expert guidance for creating state-of-the-art cloud applications with SAP Cloud Platform (see Figure 21). OUR DELIVERY APPROACH With our PaaS and DevOps services, the SAP Digital Business Services organization will: Provide guidance on cloud application development Support the end-to-end process from initial prototyping to the development of a live application Help integrate SAP Cloud Platform with your IT landscape Support you in the management and governance of DevOps-driven processes WHEN TO CONSIDER Choose our PaaS and DevOps services if your focus is to: Learn how to use cloud technology to support the digital transformation of your enterprise and realize new ideas faster Receive support for agile development on SAP Cloud Platform for either stand-alone applications or extensions to your core applications Establish a state-of-the-art development process with DevOps to reduce the time to market of required software developments for new business features BENEFITS By engaging with SAP, you can: Access development knowledge and best practices for hybrid landscapes Leverage fast-start, agile, stand-alone apps in the cloud or as extensions of your core applications Accelerate custom-built application development with a reliable and scalable DevOps process Figure 21: Engagement Levels of PaaS and DevOps Available Service Levels Level Scope and Outcome Level 1 Rapid application development Get started with cloud development on SAP Cloud Platform with state-of-the-art technology and rapid application development tools. Learn what to consider about the infrastructure as well as integration and development processes. Level 2 Core extension development Integrate the platform with your core application systems to extend the capabilities achieved in level 1. Deepen your understanding of the tools, functions, and services for development, security, integration, data management, and edge technologies such as the Internet of Things and machine learning. Extend your cloud and on-premise core applications through SAP Cloud Platform. Level 3 Scale and manage developments Manage your applications on SAP Cloud Platform by making the cloud-based development capabilities gained through level 2 part of your DNA. Know the requirements for going live with a large volume of applications and managing their performance, the software lifecycle, and development processes with DevOps. 28

29 Help Ensure Technical and Functional Integrity and Performance with Safeguarding SAFEGUARDING The safeguarding capabilities of SAP MaxAttention include services and best-practice expertise that mitigate risks associated with implementing an SAP-centric solution. The services help ensure technical and functional integrity, optimal technical performance, and hybrid operational readiness. The safeguarding scope and service methodology are adapted to fit your business demands from simple solution implementation to high-end, highperformance solutions (see Figure 22). OUR DELIVERY APPROACH With our safeguarding services, the SAP Digital Business Services organization will: Assess the integration and operability of core business processes across your landscape Examine a report of improvement recommendations Evaluate technical readiness of your chosen solution before going live addressing areas such as data consistency, exception management, performance and scalability, system integration, and batch and volume processing Validate the technical components of your core business processes and prepare subsequent efficient operations of the software solution WHEN TO CONSIDER Choose our safeguarding services if your focus is to: Implement an SAP solution for the first time or transform an existing instance Leverage expertise and experience from SAP as the software vendor during the entire implementation lifecycle from planning to going live Receive complementary implementation services provided by an involved partner Improve system stability, data consistency, exception management, and performance BENEFITS By engaging with SAP, you can: Reduce risks when implementing a new SAP software centric solution or a significant extension Stabilize solutions with technical and functional integrity and optimal performance Tap into more than 20 years of expert experience from successfully safeguarded implementation projects Figure 22: Engagement Levels of Safeguarding Services Available Service Levels Level Scope and Outcome Level 1 Technical integrity and scalability Secure the technical integrity and optimal technical performance of your solution implementation to help ensure stable operations. Level 2 Functional and data integrity Maximize the use of standard capabilities and minimize investments in custom code. Build on the benefits of level 1 by receiving an expert evaluation of functional design and application architecture. Level 3 High-end performance solutions Support high-end solutions to process large data volumes and address requirements for high scalability, in addition to the coverage from level 2. 29

30 Increase the Efficiency of Your Solution Investments with End-to-End Hybrid Operations END-TO-END HYBRID OPERATIONS End-to-end hybrid operations supported by SAP MaxAttention help address critical areas of your solution operations. You can define a road map to handle issues across various deployment options, including hybrid scenarios (see Figure 23). OUR DELIVERY APPROACH With our end-to-end hybrid operations services, the SAP Digital Business Services organization will: Conduct a comprehensive, fact-based analysis of your current operational challenges and situation to identify and prioritize areas with the best potential for improvement Develop a detailed road map including milestones, activities, and responsibilities for each identified workstream to improve critical aspects such as transparency, data volume, and performance Verify benefits realized at the end of all improvement activities to reprioritize and define next steps WHEN TO CONSIDER Choose our end-to-end hybrid operations services if your focus is to: Overcome a high rate of technical issues impacting business operations Set up and establish best practices with SAP Operations Control Center Run the core solution within a high-volume business by using the latest technology and addressing special support and expertise within the stabilization and optimization phase BENEFITS By engaging with SAP, you can: Enhance the efficiency of your core processes by aligning your business department and IT department Reduce the total cost and increase the transparency of your end-to-end solution operations Increase system availability for current needs as well as future business requirements Leverage SAP Solution Manager as the single source of truth to support application lifecycle processes, including application operations, business-process operations, IT service management, and change control management Figure 23: Engagement Levels of End-to-End Hybrid Operations Support Available Service Levels Level Scope and Outcome Level 1 Transparency and essential optimization Gain full transparency and improve essential processes within your IT operations by identifying challenges within the hybrid solution operation. Level 2 Continuous improvement of hybrid solutions Extend level-1 coverage by optimizing your hybrid solutions and making them more efficient. Increase business value and benefits by focusing on tools, processes, and skills and by providing transparency into the status of improvements. Level 3 High-end operations of hybrid solutions Focus on specific requirements for operating a very large hybrid solution at the edge of your technology landscape by collaborating with top back-office experts regularly and closely, in addition to the support from level 2. 30