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8/2/2019 Knoa Uem for Sap by Knoa Webinar
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SAP User Experience Managementby Knoa
Tobin L. AlexanderManaging Director, APJ
December 2, 2011
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Introduction to Knoa
What Does SAP UEM by Knoa Address?
What Value Does SAP UEM by Knoa Provide?
How is SAP UEM by Knoa Used?
Sample Business Case
Ensuring Customer Value Realization
Discussion
Agenda
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Introduction to Knoa
What Does SAP UEM by Knoa Address?
What Value Does SAP UEM by Knoa Provide?
How is SAP UEM by Knoa Used?
Business Case Sample
Ensuring Customer Value Realization
Discussion
Agenda
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2011 SAP AG. All rights reserved. 4
Knoa: Who We Are
Headquartered in New York City
Founded 2003
Global leader in end user performance management solutions
One of 16 Solution Extension Partners for SAP
Asia-Pacific HQ in Singapore established 2011
.
.
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We are proud that our solutions are helping control costs and drive ROI in some of theworld's largest and most complex software deployments
Technology &Communication
Life Science &HealthCare
CPG & Food Service
Utilities
Paper & Packaging
Industrial & Chemical
Government& Services
Energy
Building/Construction
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Highest business value
Lowest TCO
What does it meanto Run SAP
Better?
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1. Optimizing the effectiveness andefficient execution of SAP processesby all users.
2. Automating and Enabling ProactiveUser- and Application-Support
(driving business value)
(lowest possible TCO)
Our Focus:
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What Does Knoa Provide?
Experience received
User-ExperiencedResponse
Infrastructure Errors
Application Errors
A software application that provides comprehensivemetrics and rich end-user insight into your end users and
SAP application:
Every End-User, Every Transaction, All the Time
User Performance
Application Usage
Transaction Usage
Active & Idle Times
User Errors
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Introduction to Knoa
What Does SAP UEM by Knoa Address?
What Value Does SAP UEM by Knoa Provide?
How is SAP UEM by Knoa Used?
Sample Business Case
Ensuring Customer Value Realization
Discussion
Agenda
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25% of reported
performanceproblems are not real
75% of system andapplication errors are
never reported
45% of end-user training
is delivered to the wrong
need
50-60% of applicationfunctionality is not
used
30% of performanceproblems are causedby user behavior
60% of upgrades and roll-
outs cause business
disruption
The End-user Visibility Gap
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How Pervasive is the End-User Visibility Gap?
30%
44%
46%
51%
57%
63%
0% 20% 40% 60% 80%
Inability to monitor performance across browsers
Lack of visibility into business-critical transactions
Lack of information about frequencyof application usage
Lack of visibility into how applications are usedthroughout key business processes
Lack of visibility into application performance fromend-user perspective
Lack of information about end-user usage patterns
Percent of Respondents
Source: Aberdeen Research, Q3 2010
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Introduction to Knoa
What Does SAP UEM by Knoa Address?
What Value Does SAP UEM by Knoa Provide?
How is SAP UEM by Knoa Used?
Sample Business Case
Ensuring Customer Value Realization
Discussion
Agenda
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Your End Users Are Key!
Key to optimizing value:
Process adoption Effective execution Efficient execution Compliance
Key to minimizing supportrequirements:
IT issues Support calls Support personnel Training resources
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Understand IT Performance Impact on the Business
KNOAWhere Business & IT Align
ImprovedBusinessResults
Pre Move InVerification Screen
CreateContactCIC0
Create Move InDocument
Create Move OutDocument
Create Move OutDocument
All TransferConnect Window
CSR II
ImprovedIT ROI
SAP APO, SAP BW, SAP ERP, SAP ERP Human Capital Management
SAP FI/CO, SAP SCM, SAP SRM
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Require-ments
Design
Deploy
Build &Test
Optimize
Operate
Application Lifecycle ManagementAccelerate and Maximize the Return on SAP Investments
Requirements
Real end-user experience and usage datacan be used to identify application
enhancement opportunities for newrequirements as well as validate usage
rates of critical transactions and verify thatdesign requirements address both
application and user needs.
Design
Empirical evidence of applicationperformance (system errors and
response time) provides support anddocumentation for requirements thataddress specific issues. Application
workflow improves ability to documentbusiness process steps based on real
users workflow activities.
Build & Test
Error and response time data as wellas workflow can be used to
document Testers experience andperformance issues/bugs duringtesting and can also be used for
traceability and future test
requirements/documentation.
Deploy
During deployment, user support teamshave visibility to actual end-user data(including errors and response times) toquickly identify, validate, and addressissues through the deployment and
hyper-care period.
Operate & OptimizeImprove end-user support and satisfaction withthe ability to proactively address user needs as
well as shorten resolution times for reportedissues. Measure training effectiveness and
identify specific needs/opportunities for
enhancement to training programs. Identifyapplication performance issues andenhancement opportunities and document themfor future requirements and upgrade planning.
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Introduction to Knoa
What Does SAP UEM by Knoa Address?
What Value Does SAP UEM by Knoa Provide?
How is SAP UEM by Knoa Used?
Sample Business Case
Ensuring Customer Value Realization
Discussion
Agenda
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SAP UEM by Knoa Delivers Value Across Enterprise
Business Department Heads
End-User Support
IT & Application SupportTraining & HCM
Governance, Risk &Compliance
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Transforming Training
Customer Pain Point:
Its very difficult to maximize
our limited training resourcesto increase SAP utilizationand positively impact usersefficiency and effectiveness.
Knoa Value Statement:
Knoa provides visibility intousage and error trends byusers and groups to helpdevelop targeted training,
matching content to theaudience, to drive SAPutilization and effectiveness.
Period analysis enables the
evaluation of trainingeffectiveness and goals.
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Training Success Story
Industry : Aerospace Revenue: $4.5 Billion Employees: 20,000 Monitored End-users: 6,000
Challenge Expected high turnover in
next 3-5 years createsneed for fast on boardingof new employees.
Primary Stakeholder HCM/Training
Goals
Targeted training Objective User Performance
Assessment Expose user adoption issues Identify system performance
issues
Value Employees at full effectiveness in
weeks not months Reduce Training Costs Reduce end-user support costs
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Transforming End User Support
Customer Pain Point:
It is difficult for us to triageissues that end-users reportespecially when they areintermittent. We want to be
proactive, not reactive. Knoa Value Statement:
Knoa provides real-timedashboards and reports thathelp you proactively identify
users who are experiencingproblems. Reduce time toresolution of help deskrequests using rich contextuser-workflows.
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User Support Success Story
Industry: Healthcare Services
Revenue: $108 Billion Employees: 35,000 Monitored End-users: 13,000
Challenge Suboptimal use of SAP
Increasing support costs Increasing Service Transition
Cost/Timeframes High cost to competency
Primary Stakeholders
IT Program Management Office
End-user support
Goals
Understand and optimizeend-user effectiveness
Reduce end-user support cost
Value Drivers
Identified under-adopted functions 20% reduction in Warranty Periods 15% reduction in MTTR 20% reduction in training costs 2X productivity gain in user support Decreased cost to competency
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Transforming Application Lifecycle Management
Customer Pain Point:
We have tools that monitorperformance, but we donthave any visibility toresponse-time issues
experienced by users fromtheir workstations nor do wehave the ability to validateend-user complaints
Knoa Value Statement:
Reports that highlight beforeand after metrics enableprecise view on performanceissues. IT support knows in realtime precisely where there areissues that need to beremediated.
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Application Management Success Story
Industry : Pharmaceuticals
Revenue: $46 Billion Employees: Over 95,000 Monitored End-users: 77,000
Challenge Roll-out of new ERP system to
77,000 globally distributed end-users Optimize performance &
processes across multipleorganizations and group
Primary Stakeholders Global Center of Excellence
CCT Help-Desk PMO LOB owners
Goals Learn from each roll-out wave Reduce cost/risk of next wave Improve productivity of
centralized Shared Servicespersonnel
Value Drivers: Recurring annual benefits of $2.7M Five year NPV of $6.8M with IRR of
106% Payback period of 13 months
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Improving Adoption & User Efficiency
Customer Pain Point:
We dont know if end-usersare taking full advantage ofthe application and followingestablished business
processes. We still have torely on surveys andobservations to see whichusers have adopted theproper usage oftransactions.
Knoa Value Statement:
Business process dashboardshelp pinpoint the impact ofapplication usage andperformance across all business
processes. Knoa providescomprehensive utilizationtracking of transactions, modulesand screens for every end-user.
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Challenge
Highly Complex Environment with
20,000 end-user Inability to validate problems Decreasing utilization Manual effort to collect metrics Cant identify investment priorities
Primary Stakeholder:
Center of Excellence
Director, Help-desk VP Compliance LOB owners
Goals Improve satisfaction rating to
4.5 out of 5.0 Decrease ERP support costs Continue to drive adoption
Value Drivers End-user productivity gains of 2-10% 20% reduction in training costs 2-5 FTE reduction in process support Support tickets reduced by 7% 10% improvement in resolution times
Industry : Food and Beverages
Revenues: $34 billion Employees: 127,000
Monitored End-Users: 20,000
User Adaptation & Efficiency Success Story
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Transforming GRC/Compliancy
Customer Pain Point:
Its difficult to audit and verifysegregation of duties; weneed to know when users areusing transactions they
shouldnt in order to identifysegregation of duty risks.
Knoa Value Statement:
Knoa provides summary anddetailed utilization reports thatidentify and documentcompliance issues and helpassure that segregation ofduties is maintained. Detaileduser activity reports ensurecompliance to auditingrequirements.
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2011 SAP AG. All rights reserved. 27
GRC/Compliancy Success Story
Challenge Need to audit read access to
sensitive financial data Needed to monitor write access to
select data fields
Primary Stakeholder: CFO
VP Compliance
Goals
Monitor compliance with specificdata usage or access policies
Real-time alerts for frauddetection
Post-real time audit trail
Value Drivers
Knoa was the only vendor who couldmeet these unique requirements
Complete audit of security andaccess controls for sensitive financialdata
Industry : Mining, Oil & Gas Revenue: $48 million Employees: 38,000 Monitored End-users: 30,000
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Introduction to Knoa
What does SAP UEM by Knoa address?
What value does SAP UEM by Knoa provide?
How is SAP UEM by Knoa used? Sample Business Case
Ensuring customer value realization
Discussion
Agenda
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2011 SAP AG. All rights reserved. 29
Business ChallengeCPG Case Study
Significant recent
investment in SAP
20,000+ usersand growing
Multiple regions inone SAP instanceHigh focus on user
experience
Desire to reduce SAP
operation costs
Ad-hoc reports
of slowperformance
Want to reach 4.5/5
customersatisfaction
Cant isolate
real issues
Worry of decreased
SAP adaption overtime
Manual effortsaroundsystem usagemetrics
Want todecrease SAPSupport costs
Which systemimprovement toinvest in?
Current Environment
Current Challenges / Opportunities
Highly
ComplexEnvironment
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Business Case DriversCPG Case Study
E
nd-userPro
ductivity
Sales usersspend 2%-10%less time inCRM
Cust. ServiceReps spend10% less timein top t-codes VA02, VA05
Training
Significantly
reduced (20%+)training costsacross all areas
Key usersspend less timeon end usersystem issues
Process
Support
2-5 headcountreduction inselect areas ofprocess support
IS
Support
Inflow of
support ticketsreduced by 7%
Support tickets
can be resolved10% faster
Improved Customer Satisfaction Enhanced and retained SAP adaption
Leverage for future go-lives Increased employee engagement
Drive SAP ROI through efficient and effective end-user performance
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Introduction to Knoa
What does SAP UEM by Knoa address?
What value does SAP UEM by Knoa provide?
How is SAP UEM by Knoa used? Sample Business Case
Ensuring Customer Value Realization
Discussion
Agenda
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2011 SAP AG. All rights reserved. 32
Implementation and Value Realization
Implementation
Fast
Does not touch SAP back-end
Does not impact SAP performance
Value realization
Account focus for large global customers
Post go-live adoption services to drive value realizationand operational integration
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Representative Implementation Engagement
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Can you answer these questions TODAY?
Do you know which of your divisions, departments and users are utilizing SAPeffectively and efficiently, and which ones are notand why?
Do you know where in your organization SAP is contributing most effectively toefficiency and profitability?
Do you know where you need to focus your training spend for maximumeffectiveness? Or how and where your training spend is effective or where it is lesseffective?
Where and how can you reduce your user support budget? Are you confident thatyour application support and user support organizations are as efficient as they canbe?
Are you able to set KPIs that reflect how well SAP is being deployed or running inyour company? Do you know how to determine if you have met those KPIs andwhere?
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SAP UEM by Knoa
For more information:Tobin Alexander: [email protected] +65 973200725
Verena Siow: [email protected] +65 9771 0208
http://ecohub.sap.com/catalog/?search=knoa#!solution:uxmanagement
mailto:[email protected]:[email protected]://ecohub.sap.com/catalog/?search=knoahttp://ecohub.sap.com/catalog/?search=knoamailto:[email protected]:[email protected]