Introducing the Mission Control Center Accelerate Innovation without Disruption

SAP Active Global Support

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Who we are: SAP Active Global Support Customer-centric support

SAP support: 40 years of expertise

Ensuring business continuity

Driving business process improvement

Reducing total cost of operations

Accelerating innovation

6,900+ SAP support engineers

15,000+ SAP developers (as backup)

Global organization

Local organization (54 countries)

24x7 available for our customers

232,000+ customers

130+ countries

A global pool of unique expertise

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Evolution of SAP Support From reactive ticket solving to proactive real-time collaboration

Proactive Support

Reactive Support

Support entire Solution

Support Innovation

• Support by

developer

• Fax / Phone

• Mail

• No tool support

• Product defects

• Remote connection

• Built-in

supportability

(e.g. CCMS / TMS)

• Online service

system

• GoingLive check

• Onsite support

Customer SAP

• SAP Solution

Manager

• SAP Safeguarding

• SAP MaxAttention

Mobile SAP

Components Database Printer

• End-to-End

solution support

• SAP Enterprise

Support

Mission Control

Center

• Real-time

collaboration

• Direct interaction

with experts from

entire SAP

ecosystem

Mission Control Center

© 2013 SAP AG. All rights reserved. 4

Holistic Support The Solid Foundation for Innovation without Disruption

Innovation

Control Center

REAL TIME

ENTERPRISE

ALWAYS ON

ALWAYS

CONNECTED

Operations

Control Center

Orchestration &

Integration Validation

Value Chain Optimization

Build SAP

like a factory

Run SAP

like a factory

Customer

SAP Partner

Customer

SAP Partner

© 2013 SAP AG. All rights reserved. 5

Innovation Control Center and Operation Control Centers with premium access to Mission Control Center

Innovation Control Center

Build SAP Solutions like a factory

• Implement SAP Best Practices with

the Innovation Control Center

• Avoid unnecessary modifications and

interfaces

• Deploy non-disruptive innovation

every six months

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP

Leveraging the entire SAP

ecosystem

Faster issue resolution

Operations Control Center

Run SAP Solutions like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations

SAP Solution Manager

Customer

SAP Ensure Safety for your End-to-

End Solution with Integration Validation

Validate your solution against

solutions standards

Validate that your solution runs

safely

All exceptions handled

Integration Validation

© 2013 SAP AG. All rights reserved. 6

Innovation Control Center Reduce implementation costs while accelerating innovation

Blueprint Analyzer Landscape Navigator

Issue Dashboard Quality Gate Manager

Customer

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Operations Control Center Increase business continuity while optimizing operational costs

Status Core Business Processes Status of Technical Components

Alert Inbox End User Experience Monitoring

Customer

© 2013 SAP AG. All rights reserved. 8

Structure of the Mission Control Center All experts in one place

Mission Control Center

SAP HANA / SAP Mobile

Deployment Support

Provide expertise & knowledge transfer

for the deployment of SAP HANA & SAP Mobile

Orchestration Deployment

Support

Provide expertise & knowledge transfer for

Customer Innovation Control Center (ICC),

Customer Operations Control Center (OCC) and

Integration Validation

Engagement Support Support holistic value realization

of premium engagements

Production Support

(Mission critical support)

Manage emergencies

Support successful Go-Live

Partner Integration Integration of partners into SAP to provide

support for third party products.

Situation rooms at Development

© 2013 SAP AG. All rights reserved. 9

SAP Mission Control Centers Worldwide Highest value of support – 24x7 coverage

MCC EMEA

St.Leon-Rot,

Germany MCC APJ

Beijing,

China

MCC LA

São Paulo,

Brazil

MCC NA

Newtown

Square, USA

© 2013 SAP AG. All rights reserved. 10

Operate Better Operate Better

We know what works and what does not work Because of our unparalleled expertise

40+ years expertise in helping customers to

achieve best-in-class operations

Innovate Better

Build SAP like a factory

With this unique operations’ expertise

we help customers to set the course for

operations during the implementation.

Run SAP like a factory

During operations we already prepare

your landscape to innovate faster.

40+

Implement Better

© 2013 SAP AG. All rights reserved. 11

Innovation Control Center and Operation Control Centers with premium access to Mission Control Center

Innovation Control Center

Build SAP like a factory

Reduce implementation cost

Reduce time to value

Smoothen transition to operations

Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP

Leveraging the entire SAP ecosystem

Faster issue resolution

Operations Control Center

Run SAP like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of

operations

SAP Solution Manager

Customer

SAP

© 2013 SAP AG. All rights reserved. 12

Innovation Control Center Reduce implementation costs while accelerating innovation

Goal

Leverage pre-configured best practices to shorten implementation project timelines

Ensure transactional and data consistency via end-to-end integration validation to avoid

business disruption in and during the operations phase

Increase overall testing effectiveness and efficiency

Drive towards zero modification and hence avoid the corresponding build-and-run costs

Blueprint Analyzer Landscape Navigator Issue Dashboard Quality Gate Manager

Customer

© 2013 SAP AG. All rights reserved. 13

Goal

Exception-based operations in order to free up resources

KPI-driven continuous improvement process to better leverage existing SAP assets

Standardize and automate IT operation processes to increase IT efficiency

Seamless integration of the latest SAP innovation into your IT operations

Operations Control Center Increase business continuity while optimizing operational costs

Status Core Business Processes Status of Technical Components Alert Inbox End User Experience Monitoring

Customer

© 2013 SAP AG. All rights reserved. 14

Goal

Guaranteed response times (service level agreement)

Personalized coordinator for mission critical situations (premium mission critical support)

24/7 direct remote access to a dedicated support contact (on-call duty)

Remote access to SAP support experts and developers globally (expertise on-demand)

Mission Control Center Supports your innovation and operations control center to maximize impact

SAP Mission

Control Center

SAP Center of Expertise SAP Development

SAP