SAP Enterprise Support Peter Rosmanith Maintenance Business Manager SAP Österreich GmbH

SAP Enterprise Support

Peter RosmanithMaintenance Business ManagerSAP Österreich GmbH

Der Geschäftscharakter wandelt sichGeschäftsnetze führen zu beschleunigter Innovation und Integration

2000 2007 2010

Every customer has mission-critical applications along with integration needs

SAP landscapes become more sophisticated the more comprehensive & integrated they are

SAP provides advanced support options to manage innovation and integration, risk and TCO

R/3R/3LegacySystemLegacySystem

ManguisticsManguistics

Business NetworksNo. of users

Managing high speed of innovation and integration, risk and total cost of operations is at the heart of SAP Support

© SAP 2008 DSAG Infotag 12.9.2008 | Page 2

Neuer Unternehmenssupport für „flache Strukturen“SAP spielt stärkere Rolle bei der Unternehmenstransformation

© SAP 2008 / Seite 3

Erzielen Sie maximale Rentabilität Herausforderungen für den IT-Vorstand

KONTINUIERLICHER GESCHÄFTSBETRIEB Änderungen ohne Risiko eines Produktions-

stillstands (kein „Vorfall“ im Unternehmen) Betreiben von durchgängigen und automatisierten

Geschäftsprozessen Skalierbarkeit von Geschäftsprozessen und

-systemen Performance zur Erfüllung der

Geschäftsanforderungen Gewährleistung der Datenkonsistenz

GESAMTBETRIEBSKOSTEN Standardisierung von Prozessen im Betrieb eine integrierte, durchgängige Lösung für

Änderungsaufträge und Qualitätsmanagement ein zentrales System für Transport, Aktivierung

und Änderungssteuerung eine integrierte, durchgängige Lösung für

Validierungs- und Testplanung sowie automatisierte Ausführung

genau wissen, welche Änderung sich auf welchen Kerngeschäftsprozess auswirkt

Tuning und Management von Performance, Datenwachstum und Geschäftsprozessen

VERBESSERUNG VON GESCHÄFTSPROZESSEN

100 % Transparenz der Ausnahmenereignisse bei Geschäftsprozessen

100 % Transparenz der KPIs für Geschäftsprozesse (z. B. Auftragserfüllungsgrad)

Verbesserung von Geschäftsprozessen im Hinblick auf Geschäftsanforderungen

Zufriedenheit der Endbenutzer

INNOVATION UND INVESTITIONSSCHUTZ Innovation ohne Upgrades keine Ausfallzeit/keine Störungen durch

Einspielen von Enhancement Packages kundenspezifischer Code und

Zusatzkomponenten verursachen keine Konflikte

© SAP 2008 / Seite 4

SAP Enterprise Supportverwaltet die Innovation

und die Integration in SAP-Lösungslandschaften



SAP EcosystemSAP Ecosystem

+

Wertversprechen …Wertversprechen … Ermöglichtdurch …(SAP SolutionManager Enterprise Edition)

Ermöglichtdurch …(SAP SolutionManager Enterprise Edition)

Bereitgestellt über …Bereitgestellt über …

In Zusammenarbeitmit …


Das Angebot …Das Angebot …

Global Support Backbone

Support für geschäftskritische

Prozesse kontinuierliche

Qualitätsprüfungen

umfassende SLAs

Supportberatung

Ursachenanalyse rund um die Uhr, 7 Tage die Woche

kontinuierliche Qualitätsprüfungen

umfassende SLAs

Supportberatung


Run SAP

branchenführende bewährte Geschäfts-verfahren

Run-SAP-Methode zur Implementierung von Standards für Supportbetrieb

Beratung, Schulung und Zertifizierung als mögliche Zusatzange-bote




konsistente Standards Lebenszyklusmanagement Geschäftsprozess-

Monitoring Verwaltung von

kundenspezifischem Code Remote-Supportfähigkeit Diagnosefunktionen




Innovation kontinuierliche Verbesserung versteckte Komplexität Innovation mit geringer Unterbrechung Reduktion Testaufwand

Investitionsschutz Senkung der Gesamtbetriebskosten Senkung der Risiken



DurchgängigerLösungseinsatz

SAP Solution Manager Enterprise Edition, und SAP-Serviceinfrastruktur alsPlattform

bedarfsgerechte Support-integration rund um die Uhr, 7 Tage die Woche

SAP Service Marketplace




Die Antwort: SAP Enterprise SupportGanzheitliches Supportmodell für kontinuierliche Verbesserung und erfolgreichen Lösungseinsatz bei verringerten Risiken und Kosten





Wertversprechen …Wertversprechen …







Concrete Investment Protection Easy Upgrades Delivered via SAP Enterprise Support

SAPBusinessSuite

SAPBusinessSuite

ERPERP CRMCRM SCMSCM

PLMPLMSRMSRM

EhPEhPEhPEhP

R/3R/3

CRMCRM SCMSCM

PLMPLMSRMSRM

Protection of Investment

SAPBusinessSuite

SAPBusinessSuite

ERPERP CRMCRM SCMSCM

PLMPLMSRMSRM

EhPEhPEhPEhP EhPEhPEhPEhP

SAP Technical Upgrade Commitment Every installed base customer solution

can be upgraded to the next release. SAP provides all tools to manage the

technical upgrade

Business Driven Innovation New functionality can be deployed step by step to fulfill business needs or optimize existing business functions

Install SAP enhancement packages combined with Support Pack Stack as a maintenance activity with only minor additional effort


© SAP 2008 / SAP Enterprise Support Customer Value Presentation (05/2008) / Page 8© SAP 2007 / Page 8© SAP 2007 / Page 8

2011 2012

Extended Maintenance in SAP Enterprise Support

2006 2007 2008 2009 2010

Dec

Mar

Dec

Mar

Mar

2013

Dec

17%17%+2%* 17% + 4%*

17%+2%* 17% + 4%*17%

2014 2015 2016

SAP R/3 Enterprise

Alt

Neu**

SAP R/3 4.6C

Alt

Neu** 18,4%D

ec17% (17% + 2%*/4%* if cust.

opted for extended maint.)

Dec

19,8%

Dec

Dec

18,4%17% 19,8% 21,4% 22%

Key Message Key Message

Extended maintenance für SAP R/3 4.6C and SAP R/3 Enterprise ist in SAP Enterprise Support ab Januar 2009 enthalten

Alle Enterprise Support Kunden erhalten extended maintenance für SAP R/3 4.6C und SAP R/3 Enterprise für ein zusätzliches Jahr

Legend

* Additional extended maintenance fee only applies to relevant portion of customer landscape/maintenance base (i.e only to installations on relevant releases). Extended maintenance is optional – if a customer does not order it, the installations on the relevant releases are in customer-specific maintenance

MainstreamMaintenance

1st year Extended

Maintenance*

2nd/3rd yearExtended

Maintenance*

Customer-specific

maintenance

21,4% 22%

17%

22%

17%

Mar

Ein zusätzliches Jahr extended Maintanance

© SAP 2007 / Page 9© SAP 2008 / Page 9© SAP 2007 / Page 9

Neue 7-2-Wartungsstrategie:Erhöhte Planungssicherheit und Investititonsschutz für SAP-Kunden

7-2-Wartungsstrategie für neue Releases der Core-Anwendungen* der SAP Business Suite: 7 Jahre Mainstream-Wartung, 2 Jahre erweiterte Wartung Langfristige Planungssicherheit und höherer Return on Investment – Wartungshorizont von neun Jahren Mehr Zeit, um mit Enhancement Packages ausgelieferte innovative Funktionen einzusetzen Geringere Zusatzkosten für erweiterte Wartung

Alt

Neu

* 7-2-Strategie gilt für neue Releases der Core-Anwendungen der SAP Business Suite, beginnend mit SAP CRM 7.0, SAP SRM 7.0, SAP SCM 7.0, SAP PLM 7.0; dazu SAP ERP 6.0 (EHP4) und SAP NetWeaver 7.0. Industriespezifische Add-On-Releases und SAP Enhancement Packages, die auf diesen Releases basieren, folgen den Wartungsphasen dieser Releases.

** Enhancement Packages: Nur zur Illustration; gibt nicht die genauen Auslieferungstermine und die Auslieferungsfrequenz wieder.

De

z

Mainstream-Wartung Erweiterte Wartung(+ 2%)*

SAP ERP 6.0, SAP NW 7.0


SAP CRM, SCM, SRM 7.0

Ramp-Up

De

z

Kundenspez.Wartung

Kundenspez.Wartung

Ramp-Up

2011 20122009 2010 20142013 2015 2016 2017200820072006

7 2

EHP** EHP** EHP** EHP** EHP** EHP**

EHP** EHP** EHP** EHP**

No

v

De

z




SAP CRM, SCM, SRM 7.0

Ramp-Up

De

z

Kundenspez.Wartung

Kundenspez.Wartung

Ramp-Up

2011 20122009 2010 20142013 2015 2016 2017200820072006

7 2

EHP** EHP** EHP** EHP** EHP** EHP**


No

v

Mär

Mär

Mär

Mainstream-Wartung Erw. Wart.(+ 2%)*


Kundenspez.Wartung

Ramp-Up


Erweiterte Wartung(+ 4%)*

2011 20122009 2010 20142013 2015 2016 2017200820072006

Mär

Mär

Mär

Mär

Mär

Mär

Mainstream-Wartung Erw. Wart.(+ 2%)*


Kundenspez.Wartung

Ramp-Up


Erweiterte Wartung(+ 4%)*

2011 20122009 2010 20142013 2015 2016 2017200820072006

© SAP 2008 / Seite 10





+
















© SAP 2008 / Seite 11

Branchenführende Standards und Tools zur Senkung von Betriebskosten, zum Schutz von Investitionen, für beschleunigte Innovation und „garantierten“ kontinuierlichen Geschäftsbetrieb

Unternehmen, die Prozessstandards implementieren, können in den folgendendrei Jahren ihre Kosten um ca. 20-30 %senken.

Mit SAP Enterprise Support können Sie die Kosten sogar noch weiter minimieren, indem Sie Tools und Services von Dritt-anbietern ersetzen und Ihre Mitarbeiter mit innovativen Aufgaben betrauen.

Entwickeln Sie ein Verfahren für eine kontinuierliche Verbesserung und ermöglichen damit Optimierungen bei gleichzeitiger Senkung desProduktionsausfallrisikos.

Beschleunigte Innovation, Investitionsschutz und ein kontinuierlicher Geschäftsbetrieb können nur durch Standardisierung der Remote-Supportfähigkeit in Verbindung mit Diagnosewerkzeugen und einem Lebenszyklusmanagement, das auch kunden- und

partnerspezifischen Code berücksichtigt, „garantiert“ werden.

Verwalten von kundenspezifischen Codes und KomponentenSupport von SAP-Code, kundenspezifischem Code u. Partnerlösungen

Durchgängige UrsachenanalyseIncident Management; Diagnostics

Durchgängige ÄnderungssteuerungÄnderungssteuerungs- und AnwendungsmanagementFunktions-, Regressions- und Volumentests; Integrationstests

Durchgängige Geschäftsprozessintegration und -automatisierungÜberwachung von Jobs, Schnittstellen und GeschäftsprozessenAusnahmebehandlung und Alert Management

Durchgängige Einsatzbereitschaft für Enterprise SOAVerwalten von kundenspezifischen Komponenten, Upgrades und Migrationen

ERPERP WMS

WMS

© SAP 2008 / Seite 12





+





Run SAP



















… provides the methodology and best practices to implement end-to-end solution operations … is a phased methodology focusing on tangible cost reductions in operations … provides processes, content, and tools for operating SAP solutions

(preconfigured operation concept for the customer solution)

Business process transparency – solution documentation

Business process monitoring Remote diagnostics Data consistency

Assessment and scoping

Design of operations

Setup of operations

Handoverto production

Operations and optimization

End-to-End (E2E) solution operations

Run SAP: Best-In-Class Methodology to Optimize Operations

Software change management – one transport order

Job management – automation of processes

Backup and recovery

Focus topicsFocus topics

Run SAP …Run SAP …


Run SAP an Experience “to-go”

Standards

Define central End-to-End operations

tasks

Standards

Define central End-to-End operations

tasks

Roadmap

Accelerate the implementation of End-to-End operations

Roadmap

Accelerate the implementation of End-to-End operations

Trainings &Certification

Provide up-to-date skills for the ecosystem

Trainings &Certification

Provide up-to-date skills for the ecosystem

ServicesEngage SAP to implement End-to-End operations

ServicesEngage SAP to implement End-to-End operations

SAP Solution ManagerProvides all tools for End-to-End operations

SAP Solution ManagerProvides all tools for End-to-End operations

Run SAP


Contract M

anagement

Information M

gmt. &

Internal Mktg.

Developm

ent Request C

oord.

Support D

esk

Customer

Competence

Center

Roo

t Cau

seAn

alys

is

Cha

nge

Con

trol

Inte

grat

ion

&

Auto

mat

ion

eSO

AR

eadi

ness

Run SAP MethodologyCapitalize on the Opportunity to Improve Operational Efficiency

SPACE for key messages

Contract M

anagement

Information M

gmt. &

Internal Mktg.

Developm

ent Request C

oord.

Support D

esk

Customer

Center of

Expertise (CCE)

Roo

t Cau

seAn

alys

is

Cha

nge

Con

trol

Inte

grat

ion

& Au

tom

atio

n eS

OA

Rea

dine

ss


© SAP 2008 / Seite 16





+








umfassende SLAs

Supportberatung



umfassende SLAs

Supportberatung


Run SAP



















Mission Critical Operations SupportWorld-class Maintenance Model for the Entire Landscape

7x24 Support Advisory

Continuous Quality Checks

Service Level

Agreement

Every customer has mission-critical applications along with integration needs Landscapes become more complex the larger and more integrated they are SAP provides mission critical operations support to address this growth in size or complexity Results are optimized availability & performance, and reduced problem management efforts

7 x 24Root Cause

Analysis


Support Advisory Center

Provides a consistent point of contact for your support issue during operations or project phases

Acts as additional escalation level for exception handling in the support process

Facilitates 7x24, mission-critical support for top issues*

Guides you through the planning and delivery of continuous quality checks

Provides regular follow-up information on agreed-upon actions (including regular service and support reporting)

*Issue that may endanger the go-live of a preproduction system or have a significant business impact on your core production system

Customer Customer interaction center and support advisory center

SAP support back office


© SAP 2008 / Seite 19

SAP Enterprise Support24x7 Mission Critical Support Control Centers

ES OPERATIONS NA ES OPERATIONS EMEA ES OPERATIONS APJ

ES OPERATIONS LA

02 01 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 0 9 08 07 06 05 04 03 02 01CET

Root Cause Analysis Service

Support Advisory

Master Mission Critical Support Center

Regional Mission Critical Support Center


Provides a remote service portfolio that will be customized to focus on your specific situation and project status

Identifies technical risks and optimization potential

Supports a smooth go-live of your implementation or upgrade project

Improves system performance, availability, stability, and data

Continuous quality checks for SAP software solutions

Top alerts reported by SAPEarlyWatch Alert service

Top issues mutually agreed betweencustomer and support advisory center

SAP Solution Manager, enterprise edition:mandatory delivery platform for continuous quality checks


SAP Enterprise Support – Overview SAP Remote Continuous Quality Checks

SAP CQC Planning for Scope Review

SAP CQC – Modification Justification Check(delivered as part of CQC Planning for Scope Review)*

SAP CQC – Custom Code Maintainability Check*

SAP CQC Integration Test Plan Validation Check (planned)

SAP CQC Integration Validation Check*

SAP CQC Solution Manager Preparation

SAP CQC Going Live Check for Solutions*

SAP CQC Going Live Check for Systems

SAP CQC Support Going Live (in addition to Go Live check for Solutions)

SAP CQC Security Optimization Session

Plan – Solution Design

Built – Integration Testing

Cutover - Go Live Run – Post Go Live

Support

SAP CQC Early Watch Alert for Solutions

SAP CQC Early Watch for Systems

SAP CQC Remote Performance Optimization

SAP CQC Busin. Proc. Perf . Optimization

SAP CQC Data Volume Management Optimization

1 2 3 4

Run – Upgrade

5

SAP CQC Downtime Assessment

SAP CQC Going Live for Functional Upgrade incl. GoLive GU Assessment**

Upgrade Assessment Session**

SAP CQC Support Going Live (in addition to GLFU )

SAP CQC OS/DB Migration

2 3 4 5Operations &

Continuous Improvement and UpgradesImplementation Project

BlueprintVolume

Test

InitialData load GoLiveGoLiveBaseline

Configuration

IntegrationTest

* available on request for pilot customers only** Upgrade Assessment Session will be replaced by the GoingLive FU

Assessment Session by the end of 2008

* available on request for pilot customers only** Upgrade Assessment Session will be replaced by the GoingLive FU

Assessment Session by the end of 2008© SAP 2008 DSAG Infotag 12.9.2008 | Page 22

SAP Continuous Quality ChecksExample of a SAP Enterprise Support Service Plan

2010200920082007

Operations & Continuous Improvement

Upgrade

SAP Enterprise SupportSetup Service

SAP CQC for Implementation SAP CQC for Operations SAP CQC for Upgrade

with aspects ofwith aspects of

Review of the collaboration between your company’s IT environment and SAP in the

following areas

Preparation of the Service Level Agreement

Introduction of Support Advisory Center

Planning for further Continuous Quality Checks

delivery

Business Process Performance Optimization Session

Data Volume Management Session

OS/DB Migration Sessions

Remote Performance Optimization Session

Solution Manager Preparation Session

Support Advisory Center

Service Level Agreement

Upgrade Assessment Session

Upgrade Weekend Support Session

GoingLive Functional Upgrade Analysis Session

GoingLive Functional Upgrade Verification Session

Support GoingLive Session

Downtime Assessment Session


Conti

nuous

Qualit

y C

heck

s with aspects of

GoingLive Analysis Session

GoingLive Optimization Session

Support GoingLive Session

GoingLive Verification Session


Implementation

A detailed service and action plan will be jointly agreed

between you & the Support Advisory Center. This ensures

that the service plan always fits to changing company

needs. © SAP 2008 DSAG Infotag 12.9.2008 | Page 23

Hardware Bottlenecks (CPU & Memory)

Root cause analysis required

Day with highest average workload during peak dialog hours

0

10

20

30

40

50

60

70

80

90

100

Time

CP

U U

tilizati

on

(%

)

hseep01 hseep01a1 hseep01a2hseep01a3 hseep01a4 hseep01a5hseep01a6 hseep01a7 hseep01a8hseep01nfs

Provide root cause analysis Search for solutions besides

additional hardware

Database Growth and SizeReduction potential

(based on experience from other customers)

600

700

800

900

1000

1100

1200

1300

1400

1500

1600

Jun-

05

Sep

-05

Dec

-05

Mar

-06

Jun-

06

Sep

-06

Dec

-06

Mar

-07

Jun-

07

Sep

-07

Dec

-07

Dat

abas

e S

ize

(GB

)

Expected DB size (no activities)

Expected size byutilizing typical opt.Potential

~ 350 GB

Give recommendations how to reduce DB size and growth (avoid, summarize, delete, archive)

Performance customer transactions

Typical Performance optimization potential

0

500

1000

1500

2000

2500

Avg. Resp Time Avg. DB Time Avg. CPU Time

ms

Customer developedtransactionSAP StandardTransactions

Provide recommendations to improve top transactions

Enable your own staff how to optimize performance in custom coding


Example of focus areas for optimization


Service Level Agreements

Guaranteed service level agreement on initial reaction time and corrective action

Accelerated problem resolution for productive system incidents and critical projects

Minimized business disruption and unforeseen downtime

Significantly reduced financial impact of support issues

* Issues that may endanger the go-live of a preproduction system or have a significant business impact on your core production

system ** A correction, work-around, or an action plan

Productiveenvironment

Top issues*

Priority 1 Priority 2 Priority 1

Initial reaction 1 hour 4 hours 1 hour

Corrective action**

4 hours – 4 hours

ProblemIssue

SAP Enterprise Support

Message arrives at SAP

Customer


SAP EarlyWatch Alert:• Preventive • Preemptive

• Reactive

Advanced Escalation Procedures 24x7

SAP Active Global Support (5,000 support

engineers) Development (12,000

developers) Partners (2,200+)

Reaction: Incident management

Escalation team: remote

Involvement of global root cause analysis

teams

Resource allocation

Remote or on-sitede-escalation team

Continuous improvement

Customer

SAP Solution Manager,enterprise edition

SCMSCM4.6C4.6C

CRMCRM

Support advisory center

Customer

24x7 Global

Interface to customer, SAP Active Global

Support, and partners

Analysis, tracking, and resolution

Facilitation of real-time team-up with back office

SAPSCMSAPSCM

SAP R/34.6C

SAP R/34.6C

SAPCRMSAPCRM

SAP back office


© SAP 2008 / Seite 27





SAP EcosystemSAP Ecosystem

+







Global Support Backbone




umfassende SLAs

Supportberatung



umfassende SLAs

Supportberatung


Run SAP

























Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application Management

© SAP 2008 / Page 28

Application Management Lifecycle SAP Solution Manager: Support Processes In Action

Innovation Management

Monitoring of mission-critical processes

Solution Implementation/ ASAP

Identification of critical business processes

Integration Validation

Incident Management

Root Cause Analysis

Solution Documentation incl. custom code

Upgrade from R/3 to SAP Business Suite

Maintenance of SAP Solutions

Integration Testing

Deployment of solution updates

Improvements of processes, components and solutions

SAP Support Services

SAP Solution Manager supports Mission critical operations with Work Centers

Business Process Champions

Program Management Office

Application Management

Technical Operations

Monitor Change

Request BusinessChange

Implement Change

TestChange

DeployChange

Sign-offChange

Role-based user interfaces simplify the access to E2E Solution Operations processes

• based on SAP Standards• role-based• easy to use and learn• available for SAP Solution Manager 7.0

Work Centers


Problem Resolution with E2E Trace Analysis Provided by SAP Solution Manager

CE 7.1QAS

system

CE 7.1QAS

system

NWPortal 7.1Presentation

layer


layer

ERP6.0QAS

system

ERP6.0QAS

system

Collect trace data inSAP Solution Manager

Understand request flowAnalyze in detail and

find root cause

Record end-useractivities

End-userfront-end


Problem Resolution with E2E Trace Analysis Provided by SAP Solution Manager

CE 7.1QAS

system

CE 7.1QAS

system


layer


layer

ERP6.0QAS

system

ERP6.0QAS

system

Collect trace data inSAP Solution Manager

Understand request flowAnalyze in detail and

find root cause

Record end-useractivities

End-userfront-end


E2E Integration Testing of SAP SolutionsChange Impact Analysis

Change Impact AnalysisChange Impact Analysis Test PlanningTest Planning Test ExecutionTest ExecutionSAPSolutionUpdate

SAPSolutionUpdate

Identification of

business processes

affected by change

Risk-based Test

Recommendation

Check / creation of

Test Cases

Test Plan update

and Test Package

creation

Manual Tests

Automated Tests via

3rd Party Test Suites

and SAP eCATT

Customer Pain Point SAP Solution updates occur frequently

SAP triggered: Support Packs, Enhancement Packs

Customer triggered: Custom code, Extentions, Modifications, Customizing

Which business processes are affected by planned change?

Approach


With SAP Enterprise Support all technology is provided to enable remote support within the Enterprise with built in expert support from all technology and application providers

SAP Enterprise Support aligns the entire ecosystem behind continuous innovation and mission critical support. root cause analysis within hours well defined escalation procedures

Clear and defined handover procedures and automated status updates

With SAP Enterprise Support all technology is provided to enable remote support within the Enterprise with built in expert support from all technology and application providers

SAP Enterprise Support aligns the entire ecosystem behind continuous innovation and mission critical support. root cause analysis within hours well defined escalation procedures

Clear and defined handover procedures and automated status updates

Remote Access and Supportability24 X 7 on demand expert support by the entire ecosystem


© SAP 2008 / Seite 38

Im SAP Enterprise Support Report wider-gespiegelter Wert durch SAP Enterprise Support

SAP Ecosystem

SAP Enterprise SupportSAP Enterprise Support

Support für geschäftskrit.

Prozesse

Run SAP

Innovation &Investitions-

schutz


schutz


Global Support

Backbone

+

SAP Enterprise Support Report Motivation und Zielsetzung

Überblick über den aktuellen Support Status

Transparenz der Werte und Benefits von Enterprise Support

Übersicht von Potential- und Innovations-Bereichen mit Ziel TCO Reduzierung

Identifizierung dringender Top Themen und Handlungsfeldern mit klaren Top Issues und Aktionsplan zur Erreichung und

Umsetzung der Enterprise Support Vorteile

Enterprise Support Report!

© SAP 2008 / Page 39

© SAP 2007 / Page 40

Summary

SAPEnterprise Support

SAPStandard Support

SAP® Enterprise Support Services Compared to the Retired SAP Standard Support Option

Continuous quality checks (CQCs) as proactive technical quality assessments during implementation, operation, and upgrades

Support advisory center (7x24) as a direct communication channel to SAP, handling important inquiries concerning consulting, support, and scheduling CQCs

Service level agreement covering priority one and two customer messages along with top priority one issues(like a go-live showstopper)

Advanced innovation support for SAP enhancement packages and support packages to activate additional functionality and avoid conflicts with customer-specific code and modifications (Modification Justification Check, Custom Code Maintainability Check)

Knowledge transfer as part of the community using the SAP Service Marketplace extranet and with specializedofferings for SAP Customer Competence Center locations

Continuous improvement and innovation like software upgrades, technology updates, legal changes, and access to source code

Problem resolution with global message processing for customer messages of priority one and 24x7acess to theSAP Notes service

Quality management with implementation tools and methodology, the standard edition of the SAP Solution Managerapplication management solution, and monitoring by the SAP EarlyWatch® Alert service

SAP Solution Manager, enterprise edition, with extended functionality for deployment, operation, andcontinuous improvement and innovation of SAP solutions

Standardedition

Direct access to innovation via remote advice from a SAP solution architect when implementing the latest enhancement package business process scenarios

Extended maintenance for SAP® R/3® 4.6C and SAP R/3 4.7 included, providing additional time to implement end-to-end solution operations

Fast, secure path to ERP 6.0 by leveraging capabilities and technologies similar to those found in SAP Business All-in-One solution

End-to-end quality management standards and support for customer centers of expertise to establish a singlesource of truth and validate customer developments related to data integrity, performance, and transactional security

Global 7x24 root cause analysis, including custom code

Preconfigured test templates and test cases delivered via SAP Solution Manager, enterprise edition including test administrationfor SAP software, quality management of “quality-gates", automatic testing, and optimized regression test scope

Shipment of configuration guidelines and content and provision of best practices for SAP system administration and SAP solution operations

SAP Enterprise SupportVertragskonvertierungÖsterreich

Peter RosmanithMaintenance Business ManagerSAP Österreich GmbH

Vertragsmigration - Änderungskündigung

Kündigungen der Verträge folgen der Logik:

Sales orders vor dem 01.01.2007 Kündigung zum 31.12.2008Sales orders unterfertigt in 2007 Kündigung zum 31.12.2009Sales orders seit 1.1.2008 (zu 17%) Kündigung zum 31.12.2010

Kündigungen werden zum Ende eines Kalenderjahres unter Einhaltung einer dreimonatigen Frist ausgesprochen und berücksichtigen den 2 jährigen Kündigungsverzicht gemäß AGBs der SAP Österreich (§15(2))

Kündigungen erfolgen auf Basis der einzelvertraglichen Regelungen und sind mit einem Neuoffert für SAP Enterprise Support verbunden

Vertragsmigration

Kündigung zum 31.12.2008



Stufenweiser Anstieg des Wartungsprozentsatzes um 8% jährlich

19,83%

21,42%

18,36%

17,00%

22,00%2008 20132009 20122010 2011 2014

Annahme des Offertes durch Retournierung des Vertrages

© SAP 2008 / Seite 45

Vielen Dank für Ihre Aufmerksamkeit

© SAP 2008 / Seite 53

Im SAP Enterprise Support Report wider-gespiegelter Wert durch SAP Enterprise Support

SAP Ecosystem


Support für geschäftskrit.

Prozesse

Run SAP


schutz


schutz


Global Support

Backbone

+

© SAP 2008 / Seite 54

Mehrwert durch den SAP Enterprise Support Beispiel: Der SAP Enterprise Support Report - (1/5)

SAP Enterprise Support ReportTable of Contents Executive Summary..................................1

1. Innovationen & Innovationsshutz.................2

2. End-to-End Solution Operations..................3

3. Run SAP.....................................................4

4. Unternehmenskritischer Support..............5

5. Globales Support Backbone......................6 Anhang.....................................................7SAP Ecosystem


Mission-Critical Support

Run SAP

Innovation &Protection of

Investment


Investment

End-to-EndSolution Operations

Globale Support

Backbone

+

KAPITEL 1: Innovation & Innovationsschutz

Aufzeigen des Innovationspotentials der Landschaft so wie Schutz der Innovationen: Maintenance

Actual Maintenance Status Software Component Versions

Conflict Avoidance Conflicts during upgrade Modified and Customer Objects

eSOA usage

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Run SAP


Investment


Investment


Globale Support

Backbone

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KAPITEL 2: End-to-End Solution Operations

Sicherstellung von End-to-End Solution Operations (z.B. durch SAP Solution Manager Werkzeugen und SAP Standards for Solution Operations)

SAP E2E Standard Compliance

Innovation of SAP E2E Standards

Service Enablement Status

Business Process and Application enablement

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Investment


Investment


Globale Support

Backbone

+

KAPITEL 3: Run SAP

Kontrolle der Implementierung von SAP End-to-End Solution Operations entlang der Run SAP Phasen sowie der Qualifikation der Betreiberorganisation.

Run SAP compliance

Run SAP Education and Certification Overview

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Run SAP


Investment


Investment


Globale Support

Backbone

+

KAPITEL 4: Unternehmenskritischer Support

Monitoring des Operativen Status von unternehmens- kritischen Projekten und dem Lösungsbetrieb.

Top Issues

Current Projects

Operations

Change Analysis

Incident Management

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Run SAP


Investment


Investment


Globale Support

Backbone

+

KAPITEL 5: Globales Support Backbone

Identifikation von Support-Werkzeugen und Produkten von Drittanbietern welche von der Kunden-Betreiberorganisation angewendet werden und SAP in das Globale Support Backbone integrieren sollte.

Support Tools

Third Party Product Support

Documents

SAP Enterprise Support Peter Rosmanith Maintenance Business Manager SAP Österreich GmbH