sap enterprise support for sap hana - ovärderlig … enterprise support value map for sap hana...

SAP Enterprise Support for SAP HANAMaximizing Success with SAP Enterprise Support Value Maps

Altuğ Anaç

November, 2014

Technical Quality Manager/Focus Advisor

SAP Active Global Support

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

SAP Active Global SupportMaking you successful through world-class customer-centric support

SAP support: 40 years of expertise

8,000+ SAP support engineers

15,000+SAP developers (as backup)

Globalorganization

Localorganization (54 countries)

24/7x365available for our customers

258,000+ customers

180+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


Radical Simplification is Needed to Drive Business Innovation

“ Most companies devote 80% of their IT budgets to “keeping the lights on,”

or just maintaining existing technology. To excel, a company should spend

60% or less of its IT budget on such maintenance, while spending 40% or

more to drive growth and business innovation.”– Gartner Study, 2014

Drive business

innovation

Keep the

lights on

ConsumptionFor immediate business impact

User ExperienceEngage front line employees / customers

IT EnvironmentCollapse redundant infrastructure layers

Business

Innovation

IT Costs

28%

72%

Forrester IT Survey, 2013

Distribution of

IT Spendings


Radical Simplification is Needed to Drive Business Innovation

“Simplify and optimize to reduce Total Cost of

Operations funding innovation and differentiation” Our Mission


Support Should Be Much More Than a Help DeskKey elements for innovative support

Innovate better

to accelerate the adoption of innovations

with minimal business disruption

Operate better

to simplify operations and prepare your

landscape for future innovations

Implement better

to achieve faster time-to-value and set

the course for successful operations

Collaboration

Empowerment

Automation

Through automation, empowerment and collaboration we help our customers to be successful in each of the phases:

implementation, operations, and innovation.


Automation via SAP Solution Manager 7.1Implement IT simplification and IT excellence to increase business value

SAP Solution Manager is one combined solution to efficiently

manage SAP HANA and introduce new functionality to meet

business requirements.

ITIL-aligned IT Service Management and

ALM Processes to manage SAP and

non-SAP components plus proven

methodologies.

End to end analysis capabilities for SAP

HANA exceptions (logs, dumps),

workload (memory, CPU) and traces

which are tightly integrated into proactive

monitoring & alerting infrastructure.

IT management Root Cause Analysis

https://support.sap.com/solutionmanager

Solution Manager 7.1 managed system

configuration and EarlyWatch Alert setup

is required to engage with SAP Active

Global Support since it is the delivery

platform for some SAP Enteprise

Support services

Basic Setup & Tools

https://support.sap.com/solutionmanager.html


QuickIQs

Continuous

Quality Check &

Improvement

Services

Accelerated

Innovation

Enablement (AIE)

Best Practices

Meet-the-Expert

sessions

(MTE)

Expert-guided

Implementations

(EGI)

Guided

Self-Services

(GSS)

Meet-the-Expert

Replay Library

Empowerment via SAP Enterprise Support AcademyDelivery formats


Collaborate via SAP Jam

Unique communication experience

Guide customers Interact with customers

Discuss and share ideas with other customers

SAP support engineers

Customer Customer

SAP


SAP Enterprise Support Value Maps

Turn Information into Impact

“What you get”

Efficiency

Risk reduction

Effectiveness

Input Output

“What it takes”

Time

Resources

SkillsNext Milestone: November 15, 2013

Estimated effort: 20 days

Services consumed: 4 200

Triggers Analysis Onboarding Execution Validation & success

SAP Enterprise Support value maps approach

Known pain points and

indicators for unknown

pain points

Details on your pain

points

Common target

+ investment decision

= agreed action plan

Of the agreed

action plan

Analyze the outcome of

the action plan


Adoption Offering Benefits/Efforts

Step 1 SAP HANA Overview:

- Saphana.com

- Suiteonhana.com

- Expert sessions

- Vibrant Communities

- Articles, whitepapers, blogs; anything that you may need

to know about SAP HANA

- Experts providing basics of SAP HANA

- Comprehensive short videos

- Customer testimonials

Time

Skills

Benefit

Step 2 SAP HANA Innovation/Blueprint:

- Business Scenario Recommendations

- Data Volume Transparency

- Cookbooks

- Empowerment

- Sizing Assistance

- Provide you potential innovation areas.

- Support you in scoping your HANA project.

- Leverage Application Life-cycle management.

- Provide you leads to a successful HANA implementation

project.

Time

Skills

Benefit

Step 3 SAP HANA Implementation/Run:

- Before, During, After GoLive Assistance

- Empowerment on

- Automation

- System Monitoring

- Data Modeling

- Ensure smooth GoLive.

- Mitigate risk with pro-active activities.

- Leverage Application Life-cycle management.

- Provide leads to a smooth HANA operation project.

Time

Skills

Benefit

Step 4 SAP HANA Operations

- Tools, Processes, Expertise

- Business Process Performance Optimization

- Root-Cause Analysis

- Automation

- Leverage Run SAP like a Factory.

- Ensure smooth operations.

- Provide you leads to further innovation.

Time

Skills

Benefit

SAP Enterprise Support Value Map for SAP HANAAdoption, Sequence, Benefits and Effort

* Benefits/Efforts scale is relative. SAP provides an indicator and the customer individual calibration happens in Step 2 where the customer effort is the smallest.

Best P

ractices

Meet-

the-E

xpert

Expert

Guid

ed

Imple

menta

tion

Continuous Q

ualit

y

Check

Quic

k IQ


SAP Enterprise Support: 84+ Services & Tools AvailableCoverage for SAP HANA*

available guided

self-services4+

available meet-

the-expert

sessions43+available checks

and services16+ available expert-guided

implementation services7+

available

best practices, quick-IQs and

websites7+ available accelerated

innovation enablement

sessions7+

* Does not include SAP Solution Manager 7.1 content


Build & Integrate Operate & Optimize InnovateDiscover & Plan

Start of Project Go Live End of Project

SAP Enterprise Support for SAP HANATypical Service Plan Recommendation

SAP HANA Overview

Technical Deployment

Options for SAP

Systems with SAP

HANA

MTE : Meet The Expert

EGI : Expert Guided Implementation

CQC : Continuous Quality Check

BW Migration to SAP HANA

Bus. Scen. Rec. For Suite on HANA

Guided Sizing

Data Volume Management

Upgrade

Assessment

Get Ready with Custom

Code on SAP HANA

Guided ABAP4HANA

Performance Optimization

DB Administration

and Operations

EarlyWatch Alert

Going Live Support

DB Monitoring &

Troubleshooting

Business Process

Performance

Optimization

SAP HANA

Back-up &

Recovery

Collaborate via

Value Maps


SAP Enterprise Support Value Map for SAP HANASuccess Story

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Thank You!

Altuğ Anaç

Technical Quality Manager

AGS Solution Support

SAP Turkey

İstanbul I Turkey

M +90 537 8566914

E [email protected]

www.sap.com

mailto:[email protected]

sap enterprise support for sap hana - ovärderlig … enterprise support value map for sap hana...

Documents