26 Y 27 NOVIEMBRE 2014

SAP Support for Innovation - Quality Assurance @ Customer through Control Center Concept

within MaxAttention™ Engagement

Responsable del Dpto. de AGS Embedded Support

en SAP Iberia Bernhard Luecke Bernhard.luecke@sap.com

Context

Requirements

Control Center Concept

MaxAttention™ Engagement

Closure

Agenda

Context

Requirements

Control Center Concept

MaxAttention™ Engagement

Closure

Agenda

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public

75% of global workforce

will be

Millennials

We are entering into a new era of unprecedented

change across a multitude of dimensions

5 billion people worldwide

will become

middle class

50% of the world’s population

will live under

water shortage

1.3 billion people on business &

social networks today

50 billion connected devices and

“internet of things” by 2030

Rising Customer Expectations A Dramatically Changing Workforce Pressure on Resources

Network Effect/Explosion in Structured and Unstructured data

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6 Public

Cloud

Abundance of cost-

effective computational

power and storage

Mobile

The new de facto

standard in business

interaction

Transformational technologies offer significant

potential to drive business innovation

Social

Connected business

and social networks

Big

Data

Real-time analytic

for behavioral and

predictive insights

More than 60% of CEOs expect 15-50% of their

earnings growth in the next 5 years to come from

technology-enabled business innovations.

– McKinsey study, 2013

” “

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7 Public

Pace-Layered Application Strategy* to increase the value

of your corporate performance management suite

End-to-end Support for all core Dealer Processes

Core Logistics Processes integrated with Accounting

Workshop Scheduling for optimized Resource Utilization

Self-Service Online Appointment Scheduling for

customers

Central System to leverage Synergies between

Dealerships

Mobile Service Advisor

Incorporate Social Media into the Group Marketing

Strategy

Example: Automotive Retail

New

Ideas

Better

Ideas

Common

Ideas

*) Source: Increase the Value of Your CPM (Corporate Performance Management) Suite Using Gartner's

Pace-Layering Toolkit 8 February 2013 G00236157 Analyst(s): John E. Van Decker

Context

Requirements

Control Center Concept

MaxAttention™ Engagement

Closure

Agenda

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Public

40% executives worry that their organizations

will not keep pace with technology change and

lose their competitive edge.

– McKinsey study, 2013

” “

Drive business

innovation

Keep the

lights on

IT Environment Collapse redundant infrastructure layers

User Experience Engage front line employees/customers

28%

72%

Consumption For immediate business impact

Forrester IT Survey, 2013

Complexity built up over decades limits the ability to innovate -

Radical simplification is needed to unlock the potential

Drive business

innovation

Keep the

lights on

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10 Public

Requirements for successful Innovation

Goals:

Reduce the service to software

ratio

Increase the speed of innovation

Simplify interaction with SAP

Maximize value of support

Reduced total cost of

operations

Run SAP like a Factory and

end-to-end

integrated application lifecycle

management

SAP Cloud powered by SAP HANA

Business process continuity

24 x 7 schedule in a globalized

world

Business process

improvement

Protection of investments and

maximize

the use of what you have

Improve value chain and

reduce

innovation costs in fast cycles

Build SAP like a Factory

in an Innovation Control

Center

Context

Requirements

Control Center Concept

MaxAttention™ Engagement

Closure

Agenda

The SAP Control Center Approach Build and Run SAP like a Factory for a successful and seamless support throughout

the lifecycle, within a SAP MaxAttention™ engagement

Plan & Build Run

Build SAP like a factory

Support the SAP solution design

and develop compliant with

industry and solution best practice

within a integrated end-2-end

application architecture.

Run SAP like a factory

Optimize and support SAP and non

SAP solutions operations to assure

high performance, seamless

operations, IT efficiency and prompt

responsiveness to business and

technical issues

Access all SAP industry, solution,

technical expertise from Development,

Centers of Excellence, Solution

management and consulting experts

during plan ad run phases

Round the clock remote supervision,

control and support to local OCC to

provide and execute actions to assure

business continuity, fast resolution

actions and high performance

Orchestration and Integration validation

Innovation Control Centre

Operations Control Centre

SAP Mission Control Centre

SAP Solution Manager

SAP Centre of Expertise

SAP Development

Video Build and Run SAP like a Factory with the Control Center Approach from SAP

Integrate & Validate

Project Lifecycle View Build and run like a factory – Complement Your SAP Implementation Projects with Our Expertise

Your SAP implementation project with your implementation partners

SAP Mission Control Centre

Blueprint Realization Testing

Cutover preparation and start of production

Operations and continuous

improvement Preparation

Setup 1 Modification

Avoidance

Integration Validation

Preparation of Operations

Innovation Control Centre

Operations Control Centre

Establish interaction model between embedded support and SAP Mission Control

Centre

Optimize the blue-print to become as

close to SAP standard as possible Prepare automation of IT operations monitoring for post go-live phase

Make your implementation robust and stable to make your go-live an non-

event

Application Lifecycle Management with SAP Solution Manager

AGS

Development

Consulting

2

3

4

CoE Service Delivery

Integration Validation Zoom

VTO Onsite

GoingLive

Support

System

Optimization

Services

E2E Solution

Operations

Implementation

DVM

Maintenance

Planning BPM

GoingLive

Check

Operations & Rollout and Operations Implementation/upgrade Implementation Discovery &

Evaluation

UAT Volume test Blueprint Initial Data

Load

Integration

Test

GoLive

Cutover

Planning

& Design

GoLive

Cutover

GoLive

Cutover

SAP

assumes Co-

Ownership

Joint Gover-

nance, Tools

and Reporting

TQM

embedded in

project

organisation

Delivery in

Workstreams

based on

SAP Solution

Standards

Validation

through

systematic

measurement

Timelines

aligned with

project plan

Joint Reporting "Single Source of Truth" - Project Status

- Issue Tracking

- Change Request Mgmt

- KPI monitoring

BPPO

Interface

Management

Session

Process

Integrity &

Data Cons.

session

Business

Proc.

Performance

Opt. Session

Workstream 2

Performance &

Scalability

Workstream 1

Data Consistency

Analysis

Workstream Leads

Joint

TQM

Project

Organization

Context

Requirements

Control Center Concept

MaxAttention™ Engagement

Closure

Agenda

How it Works

© 2013 SAP AG. All rights reserved. 10

Alcance del MaxAttention

SA

P M

ax

Att

en

tio

n

Contabilidad

Compras

POSLog

F&R

Vistex

Áreas acordadas dentro del alcance

Retail

© 2013 SAP AG. All rights reserved. 11

Alcance del MaxAttention

SA

P M

axA

tten

tio

n

Retail B

Revisión de la arquitectura

Oficina de

Certificación

Áreas acordadas dentro del alcance

Los sistemas de PI y BI necesarios para cada solución se incluyen en el alcance.

La revisión del dimensionamiento (Expert Sizing) y la definición de la estrategia de archivado para

cada solución también se encuentra incluida.

Multiple Projects, Products, Areas, …

Scope & Objectives

Governance & KPIs

Teamup

Detailed Planning

Joined Delivery & Monitoring

Soporte continúo

a las operaciones Implementación

Preparación y

Diseño

Configuración

Baseline

User

acceptance

test Volume test

Blueprint

Initial

data load

Integration

test

Go Live

cutover

Design &

Planning Maintenance

and

Upgrade

2 - Feasibility

Check 3 - Integration

Check

6 - Volume

Test

Optimization

10 – Going

Live Check 9 - Onsite

Going Live

Support

14 - Expertise

on Demand

5 - Business

Process

Performance

Optimization

4 - Technical

Performance

Optimization

11 – Engineering

Services para

RSLAF

11 – Engineering Services para RSLAF OCC

8 - Data Volume

Management 12 -

Maintenance

Assessment

13 - Upgrade

Assessment

14 - Expertise

on Demand 7 - Interface

Management

Servicios de mitigación de riesgos y de verificación de calidad +

Involucración de Expertos específicos

1 - Architecture

and Sizing

check

General Service Plan

Technical Quality Management pro - activo y continuo

Gestión continua de los Top Issues

Carta de SAP AGS

Timeline

Ener-14

Feb-14

Mar-14

Abr-14

May-14

Jun-14

Jul-14

Agos-14

Sept-14

Oct-14

Nov-14

Dic-14

GO-LIVE (Planned) IT Plan.– Cap. Mng TFC VTO TPO Operaciones

GO – LIVE BPPO TIC DVM BDO Cancelado

Scope 1 Scope 2

RSLF Workshop

Loyalty CIC Loyalty CIC

Vistex

SAP, en el marco de su metodología, después de cada servicio entrega un informe con el estado de la solución / proyecto desde el punto de vista del aseguramiento de la calidad técnica. Estos informes incluyen, entre otra, la siguiente información:

‒ Categorización holística del riesgo

‒ Recomendaciones y la prioridad de las misma, así como, el responsable de su aplicación.

Deliverables

La siguiente tabla muestra el resumen de las recomendaciones proporcionadas por los servicios de soporte MaxAttention entregados, según la información disponible en el Solution Manager:

Recommendations

Proyecto Abiertas En proceso Completas Total

Cont. Gen. 2 1 23 26

CdP 2 7 30 39

Compras 7 5 34 46

Loyalty 7 5 12

CIC

F&R 2 2 8 12

POSLog 3 29 32

SolMan 2 2

BPC 5 5

Total 27 23 124 174

Joint KPIs

ID KPI Descripción Valor

KPI01 Plan de servicios definido y acordado con el cliente OK

KPI02 Servicios planificados y entregados OK

KPI03 Incidencias técnicas identificadas y gestionadas por el equipo Max Attention para un proyecto OK

KPI04 Desviación sobre plan de servicios de MaxAttention 0 %

KPI05 Frecuencia de las revisiones de estado de la colaboración SAP AGS / Cliente OK

KPI06 Porcentaje de soluciones y servicios prestados con certificación formal 100 %

KPI07 Número de defectos encontrados antes de la puesta en Producción 0

KPI08 Número de defectos encontrados después de la puesta en Producción 0

KPI09 Porcentaje de proyectos revisados que cumplen los objetivos de calidad Pdte

KPI10 Número de proyectos certificados en tiempo y dentro del presupuesto confirmado por MaxAttention 100 %

KPI11 Número de recomendaciones realizadas 174

KPI12 Número de recomendaciones aplicadas 116

KPI13 Número de recomendaciones rechazadas 0

KPI14 Gestión de incidencias críticas o riesgos Pdte

KPI15 Relevancia y calidad de las recomendaciones proporcionadas por SAP Pdte

KPI16 Atención recibida por la dirección de SAP AGS Pdte

KPI17 Satisfacción global con el Max Attention Pdte

KPI18 Implementación en tiempo de las recomendaciones (en un plazo de 1 mes) -

KPI19 Tiempo medio de solución de incidencias por prioridad 1 día

KPI20 Quejas recibidas respecto al servicio prestado -

KPI21 Veracidad de las Alertas desencadenadas por el sistema de monitorización No aplica

Results – Examples Some achievements e.g. from big players in the retail area:

Optimized HW investments

Progress of Implementation Projects on Time, on Budget

Smooth Go Lives

Preventive support to specific solutions in operation

Fast De-Escalation of criticil situations / severe issues in production

Reliable change actions of productive solutions

Enabling of customer

Strategic mapping of solution / product roadmap with SAP roadmap

Faster and more efficient realization of Business Value

Context

Requirements

SAP Control Center Concept

SAP MaxAttention™ Engagement

Closure

Agenda

Conclusions & Further Information

The Journey • Todays World

• TCI, TCO, SOI => Disrupt or be Disrupted

• Quality Assurance @ Customer: SAPs Control Center Concept

• Framework: SAP MaxAttention™ Engagement

• It works!

Further Info • SAP MaxAttention

• The Real World Benefits of SAP Safeguarding

• Two Value Releases per Year (white paper)

¡Gracias!

Responsable del Dpto. de AGS Embedded Support

en SAP Iberia Bernhard Luecke Bernhard.luecke@sap.com

Appendix

Helping reimagine customer experiences like never before

Seamless experience across multiple channels

Co-innovation and co-creation with customers

Hyper-personalization using customer insights

Enabling to engage and empower people at scale

Embrace social savvy millennial workforce

Transform the way you recruit and manage talents

Empower & engage people with real-time information

Empowering to manage, predict and optimize resources in seconds

Data as the biggest new resource

Turning products into services

Real-time resource planning & optimization

Enabling to harness the intelligence of business networks

Explore the potential of “commerce graphs”

Networked visibility & intelligence

Networked collaboration & innovation

“We can’t predict what, where, or when disasters will happen. We have to manage it regardless.”

Jill Bossi American Red Cross

One Support Approach

• AGS helps customers to leverage the

full value of their solution

• Innovation Control Center and

Operation Control Center is THE

delivery model to accelerate

innovation and to ensure optimized

operations

• The ONE Support approach will

provide an end-to-end customer

experience

SAP MaxAttention

SAP Enterprise Support

SAP ActiveEmbedded

On-Premise Cloud and