sap active global support - one support for innovation

ONE Support for Innovation

Bernhard Luecke, Active Global Support Iberia Head

May 20, 2014 Public

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Business Innovation through Simplification

One Support

Questions & Answers

Agenda


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


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%


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

” “


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

8 February 2013 G00236157 Analyst(s): John E. Van Decker


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


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


Helping reimagine customer experiences like

never before

Seamless experience across

multiple channels

Co-innovation and co-creation

with customers

Hyper-personalization using

customer insights


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


Empowering to manage, predict and optimize

resources in seconds

Data as the biggest

new resource

Turning products

into services

Real-time resource planning

& optimization



One Support

Questions & Answers

Agenda


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-Premise Cloud and


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


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

Setup 1 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

SAP Active Global Support & Maintenance Go-to-Market

March 2014

One Support Experience for All

Customers

BR/Ch.


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


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-Premise Cloud and


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


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

…


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

Time Q1 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

May 2

0

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


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-Premise Cloud and

BR/Ch.

http://www.sapsupport.info/onesupport