GREG CAPPS[ASUG INSTALLATION MEMBER MEMBER SINCE:1998

ISRAEL OLIVKOVICH[SAP EMPLOYEE MEMBER SINCE: 2004

GRETCHEN LINDQUIST[ASUG INSTALLATION MEMBERMEMBER SINCE: 1999

]ASUG/SAP 360° Enterprise Support Survey

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Introduction

The purpose of this presentation is to give customers additional context about the new SAP Enterprise Support Model and terminology prior to taking the ASUG/SAP 360° Enterprise Support Survey

This presentation provides: Background about Enterprise Support changes Overview of the Enterprise Support offering (as

defined by SAP) including: SAP Enterprise Support Components Value proposition

Links to additional resources

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Background

SAP announced in mid-July of 2008 that all SAP customers will be transitioned to SAP Enterprise Support, as of January 1, 2009.

SAP Enterprise Support is intended as the “next generation” of support offerings for mission-critical business processes and heterogeneous software environments.

Current customers will begin experiencing some of the added benefits of SAP Enterprise Support, beginning in July 2008, with graduated pricing beginning in January 2009 (subject to contractual terms and conditions).

For SAP customers still operating on R/3 4.6C and 4.7, SAP has lengthened the period of extended maintenance currently offered as part of the company's 5-1-2 maintenance schedule.

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Customer Advocacy – The Global User Group Response

User groups globally have connected through the SAP User Group Executive Network (SUGEN) to address customer concerns and evaluate the value of SAP Enterprise Support.

SUGEN and SAP have co-sponsored the 360 survey and are requesting all responses by October 10, 2008.

Only take this survey if you have a contract for SAP’s Standard Support.

This survey that will take approximately 5 to 8 minutes to complete.

Results will be reported to the ASUG Board of Directors and key finding will be reported back to the general membership via the annual ASUG Closing the Loop Report.

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Enterprise Support Offering Overview (all definitions and explanations provided by SAP) Support needs have evolved, as organizations expanded

their SAP footprint and adopted a services oriented architecture (SOA) and broadened their business networks.

In response SAP created a support offering that: Combines Run SAP methodology, end-to-end solution

operation standards, mission critical support and the SAP Global Support Backbone

Extends beyond an application and takes full advantage of the integration of SAP and non-SAP solutions and provides tools, operational standards and methods that allow for integration of partners products and outsourcing vendors.

Enables the customers to establish an operational foundation to build and manage their business process platform and accelerate innovation and address solution lifecycle management

Reduces risk and total cost of operations

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Enterprise Support Offering - Components

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Enterprise Support Benefits – Business Benefits as Proposed by SAP

SAP Enterprise Support Value Tree Added value through SAP Enterprise Support

1. Additional Business Benefits

1.1. Secure Investment  

 1.1.1 Prolonged usage of 4.6 and 4.7 ERP solutions

- Extended Maintenance in SAP Enterprise support included

  1.1.2. Only system enhancements which create additional business value will be implemented

- Only Enhancement Packages with relevant functionality will be uploaded

  - Only relevant functionality will be activated (switch framework)

1.2. Reduction of Complexity Costs  

 1.2.1. Standardization of IT operations

- Standardization of Diagnosis, Test and Monitoring Tools

 - Best in class standard methodology to optimize IT operation (Run SAP)

 1.2.2. Re-standardization/conformity of major customer enhancements

- Avoid modification through prior initial analysis

 - Align customer enhancements with conformity of SAP standards as best as possible

1.3. Accelerated Innovation Cycle  

 1.3.1. Continuing innovation of solutions

- SAP enhancement, legal and support packages

  1.3.2. Faster implementation of system and process changes

- Timely upload of support packages by reduced test effort through test management integrated into HP’s Quality Center

  - Standardization and automation of tests

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The Enterprise Support Benefits – Business Continuity Benefits as Proposed by SAP

SAP Enterprise Support Value Tree Added value through SAP Enterprise Support

2. Increase Business Continuity

2.1 Avoidance of Exceptional Situations  

 2.1.1. Continual quality checks of processes and systems

- Identification of technical risks and optimization potential

 - Recommendation to improve system performance, availability, stability and data consistency

  2.1.2. Stringent and holistic quality assurance for all changes

- Integrated Java and ABAP transporting and Change Management

  - Solution Manager based E2E Change Request Management

2.2. Quicker Problem Resolution for Exceptional Situations

 

 2.2.1. Quicker identification of exceptional situations

- Continuous monitoring of exceptions and operating figures via business process monitoring

 - Continuous monitoring of queues, interfaces, workflows and batch jobs

 2.2.2. Quicker access to experts and support

- Direct escalation

  - Support trough Support Advisory Center

  - 7x24 support availability

  2.2.3. Quicker identification of issues through SAP standards

- Support for third party products

  - Root cause analyze for entire system landscape

 2.2.4. Foreseeable restoration times for business-critical incidents

- Customer Center of Expertise (CCoE): customer experts and SAP back office are working together, 2nd level direct access.

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For More Information

Return to the Survey https://www.benchmarking.sap.com/cgi-bin/

qwebcorporate.dll?idx=U8HYQT Information about SUGEN

http://sap.info/en/experts/user_groups/Sugen%20Stronger%20Voice_EN.html

Details about SAP maintenance: 2004 Press Release containing explanation of 5-1-2

Maintenance: http://www12.sap.com/usa/solutions/business-suite/srm/newsevents/press.epx?pressid=2932

July 16, 2008 - Press Release SAP Enterprise Support Offering Rolled Out to All Customers: http://www.sap.com/usa/about/press/press.epx?pressid=9852

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] Thank you.