Remote Support Platform for SAP Business One: more than a duty Marie-Laurence Poujois and Martin Putyera May 26-28, 2015 Customer SAP Business One Innovation summit - Barcelona 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 1
Are you familiar with these situations? Tired of providing extensive information on the customer environment when creating an incident (and always being asked for some more details)? Ask your customer to upload the results of the System Status Report via RSP regularly. The report provides comprehensive system assessment and will help speed up processing time. Annoyed by having to handle each customer at a time for routine support procedures? With RSP Studio you can assign task centrally to your customers. Frustrated having to go to the Software Download Center to find patches for your customers? With RSP, SAP Business One patches can be downloaded automatically on your customer s system. 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 2
Remote Support Platform 3.1 for SAP Business One Features Overview at Customer Installation Supports B1 on MS SQL and SAP HANA Embedded Tasks and Services Real Time System Monitoring Flexible Backup Solution Controlled Upgrade backup upgrade Receive and execute SAP tasks, Partner tasks and customized solutions Traffic lights indicate application readiness System Status Report Schedule backup Choose MS SQL backup options: full, differential or SAP Business One software updates and patch download Heath checks for improved performance Self-Healing Wizard Support of big file and database transfer provides comprehensive system assessment Automated notifications when issues are detected Overview of hardware and delta Set additional tasks e.g. consistency checks to be executed prior to backup Back up SAP Business One Pre-upgrade tool always downloaded automatically by RSP Run upgrade test on company DB silently software configuration Overview of business setup attachments automatically Backup of SAP HANA Upgrade performed only when database is ready and customization level database as of RSP 3.1 PL7 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 3
Benefits from RSP as a Customer Run Simple with RSP for SAP Business One 24/7 Reduce your TCO due to increased operational effectiveness and decreased time for support Minimize unplanned downtime and business disruption Achieve peak system performance, stability and improved data consistency Get accelerated and predictable problem resolution Reduce time for system maintenance (i.e. simplified upgrades, automated back-ups, and repairs) 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 4
Remote Support Platform Studio for SAP Business One A break though in supporting customers remotely Achieve complete visibility into your customer base: Get an overview of all your customer installations Create and assign tasks to selected customers View simple tasks results Release customized solutions Request database upload and log files from customers Get detailed customer information via the RSP Studio reporting system: Get a consolidated view of your installed base with: versions used, number of users, localized versions and DB size View task results and detailed reports (per customer or per task) View fixing list for customers with pending healing tasks 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 5
Remote Support Platform Studio for SAP Business One Develop your own tasks for detailed insight into your customer base Task templates and immediate execution: Create tasks from templates with minimum required setup Assign tasks to customers and receive results right away Change configuration using available tools: Easily run repetitive scripts by embedding them into the PowerShell to execute automatically, e.g. log file deletion Create tasks on the operating system, e.g. check and adjust system configuration PowerShell Some use cases for task creation: Check installed add-ons at customer with information on settings, usage, license allocation, etc.. Check disc space to define what to clean / which folders are taking most space Request DB upload from customer to partner Delete the content of the temp folder of the customer system Check additional business setting e.g. Warehouse set- Check installed software up, VAT set-up, etc Change Windows configuration 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 6
Remote Support Platform for SAP Business One DEMO RSP Studio: Overview of installed base Reporting system Tasks creation in RSP Studio: Check installed software by creating a PowerShell task Check add-ons licenses at a customer installation Check business setting like VAT set-up 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 7
Benefits from RSP and RSP Studio as a Partner Achieve complete visibility into your customer base with RSP Studio Detailed customer information with indicators on system readiness and areas that need attention Visibility into infected customer installations with a particular issue Improve your efficiency in service delivery Reduced cost of service delivery through process automation like transfer larger files directly from customer site, automatic database backup and upload, solution delivery via RSP customized solution. Pro-active diagnostics of known issues via health checks Enhance your customers satisfaction Faster identification and resolution of incidents and data inconsistencies Reliability of solutions => less issues and escalations High-value services potential without high investment By doing automation of administrative tasks, RSP is freeing up your staff resources to focus on higher value support services RSP is free of charge. Partners only need to set up a WebDAV Server in order to use RSP Studio and its reporting 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 8
Thank you Contact information: Marie-Laurence Poujois Global Partner Organization SAP Business One Rollout Marie-laurence.poujois@sap.com Martin Putyera SAP Business One Development RSP Product Owner Martin.putyera@sap.com Visit the RSP page on SAPPartnerEdge.com for more information 2015 SAP SE or an SAP affiliate company. All rights reserved.
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