SAP Active Global Support contributes to Customer Success with Innovation, by supporting the joint innovation agenda through the ONE Support Program - supporting the SAP Platform E2E from Fiori Frontend to HANA DB, in any setup from pure public cloud through hybrid to pure on-premise

1. ONE Support for Innovation
Bernhard Luecke, Active Global Support Iberia Head
May 20, 2014 Public

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 Business Innovation through Simplification
 One Support
 Questions & Answers
Agenda

3. Business Innovation through Simplification

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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

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These changes unveil new areas of opportunity
for businesses to innovate and grow
business leaders believe that
customer experience is the
next battleground
increase in operating margin
in retail leveraging Big Data
as the new resource
higher operating margin than
the ones with poor employee
engagement
higher sales & margins when effectively running a networked enterprise
71% 3X 60%
50%

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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
”
“

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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

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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

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With our open platform, thousands of partners and
startups are bringing more innovations faster than ever
SAP HANA Platform
Simplified User Experience
Applications Analytics
Partners
&
Startups
1,200
HANA startups
2,000
Software & tech
partners
3,000
Service partners
4,000
Solution resellers

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Helping reimagine customer experiences like
never before
Seamless experience across
multiple channels
Co-innovation and co-creation
with customers
Hyper-personalization using
customer insights

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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

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Empowering to manage, predict and optimize
resources in seconds
Data as the biggest
new resource
Turning products
into services
Real-time resource planning
& optimization

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 Business Innovation through Simplification
 One Support
 Questions & Answers
Agenda

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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-PremiseCloud and

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SAP Proposition: The Control Centre Approach
Build and Run SAP like a Factory for a successful and seamless support throughout
the lifecycle
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. Assure
innovation leverage and readiness
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

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SAP Proposition: Innovation Control Centre
Build like a factory – Complement Your SAP Implementation Projects with Our Expertise
Your SAP implementation project with your implementation partners
SAP Mission Control Centre
Blueprint
Realizatio
n
Testing
Cutover
preparation
and start of
production
Operations and
continuous
improvement
Preparation
Setup1
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

17. SAP Active Global Support & Maintenance Go-to-Market
March 2014
One Support Experience for All
Customers
BR/Ch.

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The best of cloud and on-premise combined into one world
SAP ONE Support program enables IT to get full
control of the end-to-end support process
Cloud
On-Premise

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A unified support experience regardless of the delivery
scenario
SAP helps you…
 with SAP ONE Support program
to be successful with the software
investment across all lifecycle
phases
 to easily navigate your journey to
the cloud based on your individual
business transformation
requirements
 to establish integrated end-to-end
lifecycle management regardless
of the deployment option
Only SAP provides…
 One consistent support delivery
experience for all our customers
addressing various
personas/roles
 One set of end-to-end lifecycle
management capabilities and
supportability functions
 One support infrastructure
for comprehensive
mission-critical support
SAP MaxAttention
SAP Enterprise Support
SAP ActiveEmbedded
On-PremiseCloud and

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Expanding the value of all aspects of support and
maintenance
The SAP ONE Support
program
will harmonize all aspects of
SAP support and
maintenance
 Portfolio
 Processes
 Support for IT
 Enablement
One
WebAccess
One Support Portfolio
One Support Delivery
One End-to-End (E2E)
Supportability and Lifecycle
Management

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A simpler way to deliver our services to your organization
Premium Support
Engagements
 Premium support engagements for
on-premise solutions can easily be
extended by cloud premium support
engagements
Baseline Support
 SAP Enterprise Support is the
default baseline for all SAP
products
 Underlying incident and escalation
procedures are harmonized end-to-
end
 SAP Enterprise Support is the
recommended support offering for
solutions running on SAP HANA
Enterprise Cloud
SAP Enterprise
Support
Premium Support
Engagements
Baseline Support
• Mission Critical Support
• Personalization
• Empowerment
• Proactivity
• Innovation
SAP MaxAttention
SAP
ActiveEmbedded
SF
Cloud
Solutions
Cloud
premium
support
engagement
Cloud
premium
support
engagement
SAP
On-Premise
Solutions
SAP
HANA
Enterprise
Cloud
Ariba
Cloud
Solutions
Cloud
premium
support
engagements
Cloud
premium
support
engagement
…

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SAP ONE Support milestones of 2014 and beyond
*) Mission / Innovation / Operations Control Center **) SAP Solution Manager 7.1, and in conjunction with SAP Enterprise Support or SAP PSLE
TimeQ1 Q2 Q3 Q4
 Aligned and integrated incident management
 One harmonized escalation process
 Backoffice support for easy phase-in (MCC*)
 One team approach for premium support
engagements delivery (ICC and OCC*)
 IT Infrastructure (SAP Solution Manager**)
- IT governance and
documentation- based scenarios
- Selected monitoring scenarios
2014  Announcement  d-code (TechED) SAPPHIRE NOW
May20
One integrated access point for all
support inquiries
per market unit
Pilot version of launch pad for
personalized access
SAP Enterprise Support services for
hybrid deployments
SAP’s control center approach to provide
coverage
for SAP’s hybrid solution deployments
Further enhancements planned to be
developed will focus on end-to-end
process orchestration and
optimization across hybrid solution
landscapes

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Looking forward to a bright future with SAP ONE Support
program
SAP ONE Support…
 makes it easier for you
to manage a hybrid
environment with a
holistic customer
support experience.
 lets you navigate your
journey to the cloud
more easily – secure in
the knowledge that SAP
is behind you with the
offerings and services
you need to succeed.
Learn more...
about how the SAP ONE
Support program will
benefit your organization,
and call your SAP
representative today or
visit us online
On-PremiseCloud and
BR/Ch.
http://www.sapsupport.info/onesupport