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8 Mayıs SugTurk Etkinlik Sunumu
1.
SAP Enterprise Support Proactivity
from day one across all deployment scenarios İsmail Boz Umut Barış Varol 8 Mayıs 2015
2.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 2Customer Agenda Açılış 09.30 Kurumsal Destek 09.45 Kanal Üzerinden Destek Yapısı 10.45 Kahve Molası 11.00 Kurumsal ve Standart Destek Arasındaki Farklar 11.15 Premium Servisler 11.30 Soru/Cevap 11.45 Kapanış 12.00
3.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 3Customer A World of Change – A Digital World Social More than one billion people are actively engaged in social networks Mobile There are now more mobile devices on earth than there are people Big data 50 billion devices will be capable of connecting to the Internet, resulting in an explosion in the amount of data Cloud Cloud computing will become the bulk of new IT spend by 2016
4.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 4Customer A World of Opportunities – Are You Prepared? There is a pressing need to ensure that IT spending drives business value and financial performance — not simply to keep the lights on* IT needs to increase its value proposition to the business while reducing associated cost. Increased automation and reduction of complexity are paramount to this objective** More than 60%of CEOs complexity is getting worse, translating into a need to reduce complexity and to run simpler 90%of leaders say that expect 15-50% of their earnings growth in the next 5 years to come from technology-enabled business innovation *) Source: Gartner Webinar “Spend Less on IT, Drive More Value: How Best-in-Class SMB Organizations Do It” **) Source: http://pages.frontrange.com/AW_Gartner-Predicts-2014-Report.html
5.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 5Customer Support Should Be Much More Than a Help Desk Support should be an enabler to help you meet your company goals Key elements of innovative support… Build the skills that build value to increase IT efficiency Reduce operational costs Focus more of your energies on business innovations Get relief from critical situations through round-the-clock production-down support Quickly identify and resolve issues Higher reliability Unlock the business value of existing investments Introduce new innovations in a swift manner that helps minimize risk Benefit from a proactive engagement to run at peak performance Get advice on how to best use available resources and avoid unnecessary efforts Access support experts when needed to help ensure positive business outcomes Empowerment Mission Critical Support Innovation & Value Realization Collaboration Empower your peopleRely on business continuity Realize value and innovate fasterEngage with experts
6.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 6Customer SAP Global Service & Support Making you successful through world-class customer-centric support SAP support: 40+ years of expertise 8,000+ SAP support experts 15,000+ SAP developers (as backup) Global organization Local organization (54 countries) 24x7x365 available for our customers 282,000+ customers 190+ countries Ensuring business continuity Driving business process improvement Reducing total cost of operations Accelerating innovation Simplifying customer experience / Reducing complexity Enabling customers to move to the cloud at their own pace
7.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 7Customer Our Investment in the Evolution of Support From a reactive mode to a proactive enabler of business success Value of Support Continuous Improvement Accelerated Innovation Total Cost of Operations Time Integrated Support (SAP ONE Support program) 2014+ Mission Critical Support and Performance Close collaboration with customers to further develop the SAP Enterprise Support portfolio for cloud and hybrid scenarios based on customer needs. Cloud and On-Premise
8.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 8Customer SAP Enterprise Support Proactivity from day one complementing first class issue resolution Mission Critical Support Empowerment Collaboration Innovation & Value Realization Proactive and preventive support from day one covering the complete lifecycle 24x7 production down support based on service level agreements Smooth integration of cloud solutions and end-to-end supportability of hybrid landscapes Faster time-to-value and accelerated adoption of innovations with minimal business disruption Automation capabilities of SAP Solution Manager for on-premise and hybrid scenarios Built-in SAP ONE Support capabilities: Consistent and meaningful support experience across all deployment options Customer SAP Enterprise Support
9.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 9Customer Delivering ONE Customer Support Experience With SAP Enterprise Support for SAP On-Premise Solutions and SAP Enterprise Support, cloud editions Mission Critical Support Empowerment Collaboration Innovation & Value Realization Customer SAP Enterprise Support SAP On-Premise Solutions SF Cloud Solutions … SAP S/4HANA (cloud edition) SAP ByD SAP Business ByDesign
10.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 10Customer Mission Critical Support Higher reliability of business processes and applications Accelerated problem resolution for productive system incidents and critical projects Minimized business disruption and reduction of unforeseen downtime Reduced financial impact of support issues Mission Critical Support 24x7 mission critical support based on first- class service level agreements SAP Enterprise Support advisory: Additional escalation level in case of mission critical support situations 24x7 access to the Customer Interaction Center Access to the SAP’s global support backbone, including the SAP Service Marketplace and the SAP Support Portal End-to-end supportability in hybrid SAP landscapes (incl. access to best practices for integration) New incident Service Level Agreement Incident Priority Initial Response Time* Corrective Action (Work-around / action plan) 1 1 hour 4 hours 2 4 hours** n/a Initial response / Corrective action based on SLA *) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide); **) Prio 2: only during SAP’s local office time
11.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 11Customer SAP Enterprise Support Academy empowers you to build up the knowledge and skills needed to fully maximize the benefit of your SAP solution. https://support.sap.com/esacademy Platform People Practice Empowerment Build the skills that build value through the SAP Enterprise Support Academy We help professionals stay up-to-date by providing expert content in various formats and levels of detail, thus supporting individualized “just-in-time” learning. We help boost collaboration between business and IT units by explaining the SAP Enterprise Support offerings for the key roles in the different functional departments. We help customers easily access SAP Enterprise Support offerings.
12.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 12Customer QuickIQs Continuous Quality Check & Improvement Services Accelerated Innovation Enablement Best Practices Meet-the-Expert sessions Expert-Guided Implementations Guided Self-Services Meet-the-Expert Replay Library Empowerment SAP Enterprise Support Academy delivery formats
13.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 13Customer The support advisory guides you during mission critical situations and interacts with your IT staff − your own Customer Center of Expertise. SAP Enterprise Support Advisory Social Business Collaboration Customer Center of Expertise Collaboration with the SAP Support Organization Over 40 years of expertise in support On-demand, 24x7, worldwide access to a social business collaboration platform (SAP Jam) connecting you directly with SAP experts and peers. Establish a team that interacts across all business units. Ideally located in your company’s application management unit, it brings all stakeholders to the table to resolve challenges. Contact the SAP Enterprise Support Advisory for SAP Enterprise Support queries, to review and plan services around your projects and operational mission critical situations. https://support.sap.com/esadvisory
14.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 14Customer Thank You for Calling SAP Active Global Support… Call our global toll-free telephone number for contacting SAP support accessible in most countries through landline phones and some mobile providers Access to service menu to select a specific product area you require Please start using this number today and enjoy an easier way to contact SAP support! 0216 633 0351 SAP Node:560499 9 WXYZ 0 + 2 ABC 5 JKL 6 MNO * 1 4 GHI 3 DEF 7 PQRS Language 8 TUV Repeat *) Access the CALL-1-SAP country list to see how the new number would be accessible from your country; In some countries use of mobile / VOIP connections might not be supported
15.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 15Customer SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations. SAP Enterprise Support Opportunity Report SAP Solution Manager SAP Enterprise Support Value Maps Innovation & Value Realization Drive innovation and get more value from your SAP investments Maximize the value of your support engagement with SAP by streamlining internal processes, minimizing manual effort, reducing operational costs, and introducing new business functionality with greater ease (in on-premise and hybrid deployment scenarios) Get a navigation system that will guide you to the right SAP support services, tools, and offerings allowing you to optimize operations and to bring innovation to your company faster. See how SAP Enterprise Support translates into tangible business benefits through the SAP Enterprise Support opportunity report and get actionable recommendations on where to improve.
16.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 16Customer SAP Enterprise Support Opportunity Report See how SAP Enterprise Support translates into tangible business benefits 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...
17.
© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 17Customer SAP Solution Manager is one combined solution to efficiently manage IT and to introduce new functionality for meeting business requirements. https://support.sap.com/solutionmanager Business innovation IT management SAP innovations SAP Solution Manager Implement IT simplification and IT excellence to increase business value ITIL-aligned IT Service Management and ALM processes to manage SAP and non-SAP components plus proven methodologies. Implement and manage SAP innovations such as SAP HANA, mobile solutions, or hybrid IT landscapes and leverage the full potential. Industrialized assembly of solutions and implementation of new business functionalities through methodologies such as the two value releases per year.
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 18Customer IT Landscape Management SAP Solution Manager addresses your entire IT environment Solution Documentation Solution Implementation Template Management Test Management Change Control Management Upgrade Management Custom Code Management Maintenance Management Business Process Operations Application Operations IT Service Management ITIL is an IT management framework that provides practices for Information Technology Services Management, IT development, and IT operations. Information Technology Infrastructure Library (ITIL) ALM is a continuous process of managing the life of an application through governance, development, and maintenance. Application Lifecycle Management (ALM) Workcenters
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 19Customer What you get: A portfolio of 15+ continuous quality checks (CQCs) help to handle top-issues or to de- escalate critical situations during implementation, operations and innovation of the customers’ SAP solution How you benefit: Cut down on time and budget for implementation and innovation Improve system performance, availability, stability, and data consistency Quality checks to avoid critical situations in the future – active risk mitigation Direct access: TQC Information Library Remote Services Continuous Quality Checks (CQC) Technical quality checks are remote services which help to reduce your technical risk and outline optimization potential Increase IT effectiveness Decrease project risks
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 20Customer
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 21Customer Area Selection of available tools and services Book services via the SAP Enterprise Support Academy Continuous quality checks & improvement services Continuous quality check for implementation Continuous quality check going live support Continuous quality check SAP EarlyWatch Check Best practices Availability and continuity management Job scheduling management Landscape and configuration best practices Quick-IQs How to manage messages on the SAP Service Marketplace How to maintain an SAP router for your system How to Configure Google Cloud Messaging (GCM) in SAP Afaria Expert-guided implementation sessions Authorization concept & roles in SAP Solution Manager 7.1 Data volume management SAP HANA Cloud Platform Guided self-services Performance optimization Business process analytics and improvement SQL statement tuning Accelerated innovation enablement sessions SAP Cloud for Customer Extended implementation content for LoB New functionality in SAP ERP Meet-the-expert sessions Cloud Integration: Connecting both worlds Expand Your SAP ERP into the new SAP Cloud Applications How to operate SAP cloud solutions with SAP Solution Manager Implement Operate Innovate * Selection and delivery of services to be decided between SAP and customer and according to contract SAP Enterprise Support: 1,100+ Support Services Available* Coverage for any situation Integrate Leverage 15+ available guided self-services 190+ available accelerated innovation enablement sessions 630+ available meet-the-expert sessions 50+ available expert-guided implementation services 170+ available quick-IQs 60+ available best practices 20+ available checks and services
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 22Customer Think of SAP Enterprise Support value maps as a form of navigation system that helps you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs. https://support.sap.com/esacademy Navigate to solutions Expert Guidance Social Business Collaboration SAP Enterprise Support Value Maps The unique navigation system for maximizing success powered by the SAP Enterprise Support Academy Get personal remote guidance from SAP support experts and engineers who moderate each value map space. On-demand expertise via a cloud-based social collaboration platform (SAP Jam), connecting you directly with SAP experts and peers – also available from your mobile device. Simply navigate to the relevant SAP Enterprise Support value map and discover different roadmaps to enable you to swiftly leverage the business benefits to overcome the most common business challenges.
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 23Customer SAP Enterprise Support Value Maps Roadmap GENERALLY AVAILABLE SAP HANA Mobile Solutions Custom Code Management Technical Monitoring & Alerting Data Volume Management Security Test Management SAP Solution Manager Readiness Analytics PILOT PHASE April 2015 Change Control Management Business Decision Makers Cloud More information... powered by the SAP Enterprise Support Academy
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 24Customer SAP Enterprise Support Value Maps Example: Value Map for Data Volume Management SAP Enterprise Support value maps enables you to quickly identify the relevant SAP Enterprise Support services, tools, and expertise to reduce your data volume. Assessment and Introduction Overview session Service “Data Volume Management” Self-assessment Determine scope and benefit … 01 Not registered for this value map? Register here » Get engaged with other experts and access this SAP Jam Community » Need a SAP Support Portal login (S-User)? Register here » Book suitable offerings via SAP Enterprise Support Academy » Implement Data Management Concept Recommendation and guidance on data management methods Implement archiving concept … 03 Operations and Improvement Quality check of concept implementation Analysis and monitoring of data volume changes … 04 Planning Guided self-service Data management guideline Expert guided sessions for detailed analysis Operations control center dashboard demonstration … 02 Example of a customer-specific roadmap powered by the SAP Enterprise Support Academy
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 25Customer Carsa S.A.: Reducing Data Volume for Better Performance with SAP® Enterprise Support Value Maps Company Carsa S.A. Headquarters Chaco, Argentina Industry Retail Products and Services Consumer electronics, household merchandise, music, and films Employees 2,500 Revenue US$625 million Web Site www.musimundo.com Top objectives Improve database management and performance by reducing its size Optimize the SAP® Solution Manager application management solution to help ensure that SAP software can continue to scale with business growth Resolution Used SAP Enterprise Support value maps for data volume management Followed best practices for data volume management using the SAP Jam social software platform Mapped out scenarios to align IT infrastructure with business needs and to better track IT performance indicators Key benefits Reduction in database size and hardware costs 20% to 30% improvement in performance of database communication processes for material and purchasing documents, delivery, accounting, and interface posting Faster generation of statistics and less downtime for database upgrades HR training to teach best practices for data volume management Knowledge sharing for SAP user community through social networking "To reduce data volume in our SAP applications, we leveraged SAP Enterprise Support value maps. SAP Solution Manager became our main IT management solution, enabling us to proactively and continuously manage IT resources. We significantly cut data volume for SAP ERP, SAP CRM, and SAP Business Warehouse.” Diego Gómez, Manager, Carsa S.A. 25% Less downtime for upgrade and migration projects 10 GB Approximate reduction in monthly data volume growth for the SAP ERP application 100 GB Reduction in data volume for the SAP Customer Relationship Management (SAP CRM) application 380 GB Reduction in data volume for the SAP Business Warehouse application Find further references Learn more about this story
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 26Customer Reducing Custom Code with SAP® Enterprise Support Value Maps and SAP Solution Manager Company Solen Cikolata Gida Sanayi ve Tic. A.S. Headquarters Gaziantep, Turkey Industry Consumer products – food Products and Services Chocolate and cocoa products Employees 1,700 Revenue US$4 million Web Site www.solen.com.tr Partner SAP® Active Global Support organization Top objectives Reduce unused custom code and increase code quality Build a monitoring process for managing custom code Move closer to the standard for SAP solutions to ease upgrade projects Resolution Leveraged the SAP Enterprise Support value map for custom code management Set up code quality checks with tools for code inspection from SAP Identified cloned objects from SAP software that could be replaced with a more current version of the standard code object from the SAP solution Key benefits Greater visibility of custom code quality, quantity, and usage from creation through retirement Lower total cost of ownership Lower risk to daily operations due to inefficient code Fewer production errors in custom objects Greater understanding of objects affected by changes like upgrades "We leveraged the SAP Enterprise Support value map for custom code management to get full transparency regarding quality and usage of custom code. We are now proactively monitoring custom code with the SAP Solution Manager application management solution. The value map helped establish best practices, which we will continue to follow.“ Hakan Edis, IT Director, Solen Cikolata Gida Sanayi ve Tic. A.S. 42% Improvement in the quality of custom code objects 13% Fewer custom code objects 13% Of custom code objects move to the standard for SAP solutions 33281 (14/11) This content is approved by the customer and may not be altered under any circumstances.
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 27Customer
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 28Customer
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 29Customer
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 30Customer Lifetime Support by SAP 100% committed to customer success. Levelofengagement New technologies Newtechnologies& Co-innovation SAP ActiveEmbedded Enhanced support partnership for optimization of solutions and accelerating adoption of game changing technology SAP MaxAttention Strategic support partnership for continuous business innovation and co-innovation SAP Enterprise Support The foundation to implement, operate & innovate better Implement Better Operate Better Innovate Better
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. 31Customer SAP Enterprise Support Maximum value for your business Time to Value Reduce the time to realize the expected value from new business needs implemented with SAP solutions Business Continuity Secure your business continuity and reduce the risk of business disruption from your SAP landscape Total Cost of IT Streamline your ALM processes to enable potential cost reduction Innovation Agility Get your systems ready for future application evolution and innovation Continuous Business Improvements Improve business performances of your current business processes enabled by SAP solutions SAP Enterprise Support Customer SAP Enterprise Support starts with day one and never ends!
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© 2015 SAP
SE or an SAP affiliate company. All rights reserved. Thank you Contact information: İsmail Boz Umut Barış Varol
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