customer center of expertise by sap...a customer coe is an expert team on sap topics in your...
TRANSCRIPT
PUBLIC
Global Customer Center of Expertise Program, SAP SE
Annette Michel and Pedro Arrontes
September 16th, 2020
Customer Center of Expertise by SAP Program Update
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The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission o f SAP.
Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service
or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related
document, or to develop or release any functionality mentioned therein.
This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and
functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this
presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentat ion is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP
assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross
negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ material ly from
expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,
and they should not be relied upon in making purchasing decisions.
Disclaimer
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✓SAP skills and knowledge
✓Business and IT alignment
✓Business Value
✓Best Run SAP
✓Maximize the ROI
A Customer COE is an expert team on SAP topics in your company.
releases and
changes
EarlyWatchservice
management
securityintegration
incidents
innovation
governanceand more…
business alignment
DevOps
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Integrated Quality
Management
Basic setup of
Customer COE
Core Functions
Establishment of
Customer COE
SSS
Customer COE Program – Lifetime Journey for Continuous SuccessRoadmap and Scopes
Business Model
Discovery and
Transformation
Customer COE
Role assignment
Primary Level
Setup completionCustomer
COE Manager
Knowledge & Best Practices
Advanced Level
of Customer COE
End to End IT
Processes Maturity
Driving Business
Innovation
Continuous
Improvement
Continuous
InnovationBuilding a Customer
COE Foundation
Prioritized scopes to
contribute Business
Success & IT Value
Maturity Checks
(Organizational
& Functional)
Capability &
Efficiency
Increase Maturity
Increase Maturity
Increase Maturity
ST
AR
T
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Customer Center of Expertise by SAPAccreditation Tool for Customer COE Managers
The Intelligent Enterprise Institute
7INTERNAL© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
IE Institute: Process Lab
Process Lab
Intelligent
Processes
What is it?
A fully remote workshop that will help you to
optimize your business processes by focusing on a persona, business problem and design challenge
with the support of technology trend cards and
design thinking methodologies, making use of pre-defined line of business content.
Deliverables ▪ Process Benchmarking
▪ Prototypes of optimized
processes
▪ Solution Design
▪ Architecture
▪ Roadmap
Value ▪ Cost savings
▪ Revenue Increase
Process Benchmarking
Process Optimization
New Process IE Architecture
Knowledge Transfer Offerings for Customer COE
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Customer Center of Expertise by SAPWhat´s New in Knowledge Transfer
New Knowledge Transfer formats
• DevOps Workshops
• EarlyWatch Alert Workshops
• Security
• Hybrid Infrastructure and Scenarios
• Change Management
New Webcasts:
• Integration
• Customer Experience
• SAP Cloud Platform
• etc.
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Customer Center of Expertise by SAPWhat´s New in Knowledge Transfer
Customer COE and CIO Guides:What a Customer COE should know about
Incident Management
Customer COE in SAP One Support Launchpad
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Customer COE Cockpit SAP ONE Support LaunchpadPredefined Role
✓ Get a predefined Customer COE cockpit in SAP ONE Support Launchpad
✓ Make the right setting in our User Profile - select the role “Customer Center of Expertise”.
✓ And Go
There are two tile groups predefined:
1. Customer COE – Administration
2. Customer COE – Analytics
✓ 200.000 S-Users have already assigned
therole Customer Center of Expertise
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Incidents cause high costs – they are one of the main cost drivers.
To help the business quickly return to work it is essential to be aware of current rules, processes and responsibilities to collaborate with SAP Support.
The Customer COE Incident Quality Dashboard gives an at-a-glance overview of quality-related key figures for confirmed incidents.
4711 Test Customer
Customer COE Incident Quality DashboardEvaluation
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Customer COE Incident Quality EvaluationMethodology
Each incident is rated, based on 3 categories:
1. Error category
SAP Product/Documentation, Product Complexity (incl. Usability), 3rd party, How-to-Request, Customer
Coding/Configuration, etc. (full list see next slides)
Selected by incident processor (manually)
One error category assigned per incident
2. Documented
Yes/No: Existing note(s) attached to incident (automatically)
Exception defined e.g.: - “Standard Note” like 10, 12 or notes of certain components like „xx-ser-gen”
- only the last notes added to the incident count (by solving support level)
- note was created after the incident
- note was changed after the incident
3. Difficulty
Easy/Hard: Determined via Solving Level at SAP (automatically)
Product Support = Easy; Development Support = Hard
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The redesigned application offers Peer Benchmark information on SAP Incident Processing efficiency
and quality compared to all SAP customers.
The Peer Benchmark information will be displayed via the button “Show Peer Benchmark”.
By mouse over the bars in the benchmark chart, the figures are shown.
Customer COE Incident Quality Peer BenchmarkNEW Feature
SAP Web Assistant
Functionality provides Help
Text within the application.
Thank you.
Global Customer COE contact information :
http://support.sap.com/ccoe
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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
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