SAP Support for Innovation - S/4 HANA and more Bernhard Luecke Head of Embedded Support Iberia March 12 th, Customer

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1 SAP Support for Innovation - S/4 HANA and more Bernhard Luecke Head of Embedded Support Iberia March 12 th, 2015 Customer

2 SAP S/4 HANA & SAP Platform 2011 SAP AG. All rights reserved. 2

3 Innovation on SAP PLATFORM E2E from Fiori to HANA Time to Value Different Deployment Scenarios Application interwoven w/ database 24x7x365 for companies that represent big chunk of global GDP Build Ecosystem

4 One Support For all SAP Products and any Deployment Options Cloud On-Premise SAP ONE Support program enables IT to get full control of the end-to-end support process 2011 SAP AG. All rights reserved. 4

5 SAP S/4 HANA Main Support Services and Elements STANDARD SUPPORT Incidences, Standard Services, Knowledge Base ENTERPRISE SUPPORT Standardized Services for Prevention and Optimization Knowledge Transfer, Solution Manager use cases EMBEDDED SUPPORT (Active Embedded / MaxAttention) Customized support, embedded into customer organization and committed to project success E2E support from ideation & design over roadmap & implementation to GoLive & Operations Optimization MISSION CONTROL CENTER Additional lever of support for all customers at all stages 24x7x365 link from customer project/operations into the complete SAP Organization 2015 SAP SE or an SAP affiliate 2015 company. SAP SE All or rights an SAP reserved. affiliate company. All rights reserved. Internal 5 Internal 5

6 Best Practices Quick IQ Meet-the-Expert Expert Guided Implementation Continuous Quality Check Enterprise Support Value Map Adoption sequence, benefits and effort Adoption Offering Benefits/Efforts Step 1 SAP HANA Overview: Expert sessions Vibrant Communities Articles, whitepapers, blogs; anything that you may need to know about SAP HANA Experts providing basics of SAP HANA Comprehensive short videos Customer testimonials Time Skills Benefit Step 2 SAP HANA Innovation/Blueprint: Business Scenario Recommendations Data Volume Transparency Cookbooks Empowerment Sizing Assistance Provide you potential innovation areas. Support you in scoping your HANA project. Leverage Application Life-cycle management. Provide you leads to a successful HANA implementation project. Time Skills Benefit Step 3 SAP HANA Implementation/Run: Before, During, After GoLive Assistance Empowerment on - Automation - System Monitoring - Data Modeling Ensure smooth GoLive. Mitigate risk with pro-active activities. Leverage Application Life-cycle management. Provide leads to a smooth HANA operation project. Time Skills Benefit Step 4 SAP HANA Operations Tools, Processes, Expertise Business Process Performance Optimization Root-Cause Analysis Automation Leverage Run SAP like a Factory. Ensure smooth operations. Provide you leads to further innovation. Time Skills Benefit * Benefits/Efforts scale is relative. SAP provides an indicator and the customer individual calibration happens in Step 2 where the customer effort is the smallest SAP SE or an SAP affiliate company. All rights reserved. Internal 6

7 Typical Enterprise Support Plan * ES Value Map BW Migration to SAP HANA (MTE) SAP HANA Overview (MTE) Bus. Scen. Rec. For Suite on HANA APO on SAP HANA Start of Project Sizing Get Ready with Custom Code on SAP HANA (MTE/EGI) EWA for SAP HANA (MTE) Handover to Production CQC BPPO Monitoring & Troubleshooting (EGI) End of Project Discover & Plan Build & Integrate Operate & Optimize SAP Platform powered by SAP HANA (MTE) Data Volume Management (CQC) Upgrade Assessment (CQC) DB Administration and Operations (EGI) GoingLive Support (CQC) for implementation / Upgrade / Migration DB Monitoring & Troubleshooting (EGI) SAP HANA Back-up & Recovery (MTE) MTE : Meet The Expert EGI : Expert Guided Implementation CQC : Continuous Quality Check * SAP ES offerings on HANA are exhaustive; shown here is a typical recommended support plan for most common requirements 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 7

8 AGS Active Embedded/MaxAttention E2E embedded in customer project and committed to joint success Your SAP implementation project with your implementation partners Preparation Blueprint Technical and Functional Solution Design with SAP Best Practices Input 1 Design 2 Modification Avoidance Realizatio n Optimize the blue-print to become as close to SAP standard as possible Testing 4 Cutover preparation and start of production Preparation of Operations Operations and continuous improvement Prepare automation of IT operations monitoring for post go-live phase 3 Integration Validation Innovation Control Center Make your implementation robust and stable to make your go-live an non-event Operations Control Center SAP Mission Control Center AGS Consulting Development 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 8

9 From Strategy to Value Realization AGS Active Embedded / MaxAttention Example S/4 HANA Platform Strategy Understand the value and benefit of SAP S/4 HANA to Business and IT Proof how to manage the transition Establish a consistent platform & deployment strategy leveraging SAP S/4 HANA High-level Roadmap Evaluate technical feasibility, migration risks & efforts, and Business & IT value per solution and system Define a customer specific adoption roadmap driven by business value Develop an overall high-level value and transition roadmap Detailed Plan Create a detailed plan for the transition of one or multiple systems to SAP S/4 HANA Focus: Migration approaches/project plan and Technical Architecture Develop a detailed transition plan per system Execution Execute the detailed migration plan, with the help of SAP Active Global Support SAP Landscape is successfully and safely transitioned to SAP S/4 HANA 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 9

10 Operational Readiness Performance Scalability, & Tuning Custom Code Testing Migration Architecture Tasks Infrastructure Migration Planning Workshop migration scope, architecture and technical infrastructure Production Cutover Project Mgmt. Migration Roadmap and Safeguarding Services Project Setup & Concept Blueprint Realization Post Go-Live Project Definition Q Gate Definition Project Tracking Q-Gate Mgmt Project Tracking Q-Gate Management Issue Tracking Detailed Target SAP Landscape Definition Detailed Technical Infrastructure Definition Infrastructure Setup & Configuration - SBX Infrastructure Setup & Configuration Verification Detailed Migration Method Definition Detailed Migration Plan Sandbox Migrations Migration of Non-Prod Systems Migration Tests Cutover Rehearsal Identify Analyze Improve and Adjust Testing Scope Determination Eval. of Existing Test Material Detailed Test Planning Test Matl. Development Functional Regression Testing Performance, HA, Sec. Testing Performance Baseline KPI Definition Source Scalability Check Sizing Performance Optimization + Verification Performance Monitoring Performance Optimization Inventory Procedures Tools Roles & Skills Definition of Future Concept Operations Procedures Tool Roadmap Roles & Skills, Training Plan Operations Procedures Tool Implementation Trainings SLA Verification Handover Operate 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 10

11 SAP Mission Control Center All Experts in One Place Support holistic value realization of premium engagements SAP MaxAttention SAP ActiveEmbedded Engagement Support SAP Mission Control Center Deployment Support Provide expertise & knowledge transfer for the deployment of SAP HANA, SAP Mobile, SAP Analytics Manage emergencies / production downs Production Support Deployment Support Provide expertise & knowledge transfer for cloud deployment and integration Support Setup and deployment of ICC / OCC and Application Lifecycle Management Support successful Go- Lives Orchestration Support Video: Build and Run SAP like a Factory with the Control Center Concept 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 11

12 Mission Control Center Support Reactive - Objectives Customer Incoming request Proactive - Objectives Critical customer identification Customer situation management SAP Front Office Teams Front office Premium&Enterprise, Product Supp., Sales, Consulting Check onboarding customers for criticality Understand customer need and expectation Service Plan Definition Customer 360 review Action plan & Follow up Ensure Transparency Identify value-adding pro-active services Critical issue resolution Cross Issues Create Best practices request MCC Deployment Rooms North America Latin America EMEA APJ MCC Situation Rooms Situation Rooms SF Engineering Top Issues/Cross Issues Situation Rooms SF Operations Back office Technical Expertise Global MCC HEC Situation Room Provide transparency on customers issues and situations Best Practices and Guided Procedures Service Delivery (pro-active services) Best Practice on Do s and Don'ts Provide Automation (APIs, Usage KPIs, Pro-active Indicators) 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 12

13 SAP Mission Control Centers Worldwide Highest Value of Support 24/7/365 Coverage 24x7 global coverage MCC NA Newtown Square, USA MCC EMEA St.Leon-Rot, Germany MCC APJ Beijing, China MCC LA São Paulo, Brazil daily handover 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 13

14 SAP Support for Innovation Fastest Time to Value for YOUR business 1. ONE Support For all SAP Products and any Deployment Option 2. SAP Control Center Concept: Innovation, Operations and Mission Control Center 3. Support w/o Incidents: Enablement, Prevention, Mitigation 4. E2E Embedded Support for Innovation: team-up & committed for joined success from ideation to early value realization,

15 Thank you! Contact information: Bernhard Luecke Head Embedded Support Iberia Global Enterprise Support and Premium Engagement SAP Spain SAP SE or an SAP affiliate company. All rights reserved. Internal 15

16 Additional Information SAP ONE Support SAP Enterprise Support SAP Active Embedded SAP MaxAttention Support References &_scenario= The Real-World Benefits of SAP Safeguarding Services SAP Business Suite 4 SAP HANA This presentation: SAP SE or an SAP affiliate company. All rights reserved. Internal 16

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