SAP ONE Support Customer Experience

SAP ONE Support Customer Experience

A World of Change A Digital World Mobile There are now more mobile devices on earth than there are people Cloud Cloud computing will become the bulk of new IT spend by 2016 Social More than one billion people are actively engaged in social networks Big data 50 billion devices will be capable of connecting to the Internet, resulting in an explosion in the amount of data 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 2

SAP Support enables full control of the end-to-end support process. SAP Business Suite SAP Business Suite On Premise SAP HANA Enterprise Cloud Public Cloud 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 3

Support Is Much More Than a Help Desk Support is an enabler to meet your company goals moving to key elements of innovative support Mission Critical Support Empowerment Collaboration Innovation & Value Realization Rely on business continuity Empower your people Engage with experts Realize value and innovate faster Get relief from critical situations through round-the-clock production down support Quickly identify and resolve issues Increase business continuity Build the skills that build value to increase efficiency Reduce operational costs Focus more of your energies on business innovations Drive proactive engagements to run at peak performance Get advice on how to best use available resources and avoid unnecessary efforts Access support experts when needed to ensure positive business outcomes Unlock the business value of existing investments Introduce new innovations in a swift manner that minimizes risk 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 4

SAP ONE Support Program Achievements 2014 and Outlook 2015+ On-Premise and Cloud available planned One Web Access One Support Portfolio One Support Delivery One End-to-End (E2E) Lifecycle Management One integrated access point for all support inquiries globally (CALL-1-SAP) Pilot version of SAP ONE Support launchpad Initial set of SAP Enterprise Support services for hybrid deployments Aligned and integrated incident mgmt. One harmonized escalation process Control center framework for PE delivery On-premise/Hybrid lifecycle management scenarios powered by SAP Solution Manager (7.1 SP12) SuccessFactors support portal will be merged into the SAP ONE Support portal, other support portals to follow Full portfolio of proactive services in the baseline support offering SAP Enterprise Support, i.e. ESR, EWA, Remote Checks All customer incident management of SAP support will be merged into a single backend system More on-premise / hybrid lifecycle management scenarios powered by SAP Solution Manager (7.1 SP13+ / 7.2) and additional Value Realization tools 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 5

ONE Web Access Example: Harmonized portal experience SuccessFactors - Live; Later in 2015: Ariba, Hybris, Sybase ONE Support Portal: support.sap.com Personalized Launchpad for simplified interaction 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 6

ONE Support Portfolio Example: SAP Enterprise Support Value Maps, a deliverable of the ES Academy GENERAL AVAILABLE (GA) HANA Mobile Custom Code Management Technical Monitoring & Alerting Data Volume Management Security Test Management Solution Manager Readiness Analytics PILOT PHASE Change Control Management Business Decision Makers April 2015 More information... 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 7

ONE Support Delivery Example: Resolving incidents and escalations in one harmonized approach Aligned and integrated incident management Harmonized end-to-end escalation procedures Holistic experience across your entire landscape All interactions dispatched and routed internally Incidents Escalations For cloud, on-premise, and hybrid landscapes All communication channels, processes, and reporting mechanisms are aligned to address your mission critical situations Deployment support for cloud and on-premise integration SAP Mission Control Center 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 8

SAP ONE Support E2E Lifecycle Management 1/2 Example: Solution Manager SAP ONE Support end-to-end supportability and lifecycle-management Integrated incident and problem management Integration Monitoring Enduser Experience Monitoring IT governance and documentation-based scenarios available today in hybrid deployment scenarios * Solution documentation Test management Change request management *) SAP Enterprise Support customers using SAP Solution Manager 7.1 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 9

SAP ONE Support E2E Lifecycle Management 2/2 Example: SAP Enterprise Support Opportunity Report Insightful benchmarks Impactful improvement areas by combining findings from our customers SAP applications with benchmarks from industry peers Industry specific Tailored to the specifics of our customers industry and applications with clear focus on common terminology Efficient Aggregates information for decision makers with actionable recommendations for next steps More information... 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 10

SAP Enterprise Support Delivering ONE customer support experience SAP Enterprise Support Mission Critical Support Empowerment Collaboration Innovation & Value Realization Customer SAP On-Premise Solutions To be announced Q2/2015 SF Cloud Solutions To be announced Q2/2015 SAP Business ByDesign To be announced Q2/2015 SAP Cloud for Customer SAP ByD SAP C4C 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 11

SAP Support enables full control of the end-to-end support process. SAP Business Suite SAP Business Suite On Premise SAP HANA Enterprise Cloud Public Cloud 2015 SAP SE or an SAP affiliate company. All rights reserved. Confidential 12

Thank You! Contact information: Maximilian Veith Global Program Lead SAP Enterprise Support and SAP ONE Support SAP Active Global Support, SAP SE maximilian.veith@sap.com +49 160 9082 0086 2015 SAP SE or an SAP affiliate company. All rights reserved.

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