sap support on retail

8112019 Sap Support on Retail

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SAP ActiveGlobal Support

Liane Will

SAP Active Global Support

SAP AG

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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 2

Canadian supermarket chain

abandons SAPlsquos retail softwareBY LUCAS MEARIAN (February 02 2001)

Computerworld VW in trouble over SAP roll-outBY Mike Simons (December 1999)

Volkswagen IT staff will be working over Christmas

to solve problems that surfaced at its main spare parts

warehouse after the installation of a SAP R3 system

Failed ER P Gamble H aunt s H er shey By CR AI G STEDM AN ( N ov ember 01 1999)Analy st s and sour ces in the indust ry said t he H er shey Pa manuf act ur er a p pears t o hav e lost a gamble w hen it inst alled a w ide sw at h of SAPAGs R 3 enterpr ise r esource planning a p plicat ionshelliphellipAt H er shey t he sy st em pr oblems w ill lik ely r esult in lost mar k et shar e and could lead f ed-u p r et ailers t o dr o p some of the com pany s pr oduct s f r om their shelv eshellip

C EO SA P I ns ta l la t io

n Ca used P ro b le

ms

Bu t Pe tsmar ts sa ys

t he SA P Re ta i l s ys te

m is no w

pro v id ing sound da t

a

B Y L UCAS M EA R IA N ( No ve m be r 2 7 2

001 )

Co m p uter world

Our Liability

N o m a t t e r w h o d oe s t h e

im p lem e n t a t io n o r w h o

i s o pe ra t i n g t h e s o l u t i o n

I n c a s e o f m a l f un c t i o n s

SA P i s b la m ed a nd

m a d e r es p on s i b l e

GM locomotive unit puts ERP

rollout back on track

Configuration problems force makeover of SAP system retraining of end users

BY MARC L SONGINI (February 11 2002)

Computerworld

SAP conv er sion causing r et ailheadaches f or f abr ic chainBY M I CH AEL M EEH AN ( N ov ember 10 2000)

C om put e r w or l d

K eine Zahlung Abbuchungen und Uumlber w eisungen moumlglich

S AP-Pr o jek t br ingt St r omv er sor ger in Not Muumlnchen ( jm)

C om put erw oche

Computer Weekly





What do We bring to the Table

SAP A c t i v e G lo b a l Su p p o r t

n Is a global organization with over 2000 employees in

over 40 countries backed up by more than 6000 developersn Supports 20000 customers with over 64500 installations

n Delivers worldwide per year

u Solutions for over 800000 customer messages

u Over 34000 proactive service sessions(eg SAP GoingLive Check SAP EarlyWatch Check

u 1500+ on-site services (eg Safeguarding and OptimizationServices)

u Service enabling training for large customers(Empowering Services)

n Maintains comprehensive knowledge bases concerningcustomer installations performance and load profiles aswell as business scenarios in use

n Develops methodologies infrastructure and services for solution management and to audit the startup andcontinuous improvement of operations

n Develops and delivers training and knowledge transfer

983209 SAP AG 2002 Global Support for SAP Solutiort 3





We Have Complementary Skills and KnowledgeWe Add Value to any Implementation Team

Focus of

Implementation team

n Define a business blueprint whichbest meets the customers needs

n Translate business blueprint into a

functional solution

n Customize and configure business

processes key functions

n Manage end-user training and ingeneral the required change

management in functional

operations

n Implement interfaces

n Design and implement degree of

integration between business

functions

Focus of

Active Global Support

n Tuning programs and SQL-statements Technical optimization

of key functions eg pricing

schemes processing

n Configuration of middleware for

performance throughput and

availability as well as for back-

ground and online functions

n Parallelization of mass data jobs

Managing and assuring batch

window

n Managing and assuring data

consistency with special focus on

application error handling and

interfaces operations

n Tuning initial data load programs

for managing the initial data load

window





Expectations of Product and Solution Support

n Customers provide a case for

reproducing a product issue

n Software vendor analyzes the

issue and provides a fix as

note next Support Package

or next release

egrave Reactive

n Achieve performance targets

n Achieve availability targets

n Verify process improvements

n Verify fixes

n Verify data consistency

n Achieve maintainability

n Reduce operations costs

egraveBe proactiveand preventive

Product Support Solution Support





Engagement Product Support and Solution Support

Primary Support(Global Support Centers)n Customer message solving

n Remote service delivery

n One step dispatching

n Full ownership of messagesin Support

Quality AssuranceQuality Assurance

Development Support (IMS)n Handling of complex problems and

software bugsn Remote consulting

n Know-how transfer to Primary Support

Solution Support Centers

CoEsCoEs

Mission Critical

Support

Key Account

Support


AGS Operations Committee

provide backoffice supportfor complex tasks of message

solving and service delivery



Handover mission

critical cases

Handover mission

critical cases

Handover of complex

service sales deals to KAS

Handover of complex






SAP Active Global Support Operational Efficiency

Asia PacificEurope AfricaAmericas

IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global

Global Support Center

Local Support Satellites

SAP Active Global Support Locations





Customized Offerings

Solution Support Services

MaxAttention

Maintenance Extension (time per release)

Support Advocate SAMs

SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check

and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving

SAP Active Global Support ndash Solution Support Services

SAP Solution Management

Optimization

SAP SQL Statement Optimization

SAP Customer Program Optimization

SAP Business Process Performance

Optimization

SAP Storage Subsystem Optimization

SAP Remote Performance

Optimization (rem o te)

SAP Business Process Management

SAP Interface Management

SAP System Administration

SAP Data Management

Safeguarding

On-site Safeguarding for

Implementation


Technical Implementation


Assessment

SAP Upgrade Assessment

SAP GoingLive Check

SAP GoingLive Functional

Upgrade Check

SAP Upgrade Weekend Support

SAP OSDB Migration Check

SAP EarlyWatch Check

Empowering

SAP Operations Competence

Assessment


Empowering

Workshops at customer-site

Training for usage of SAP self-

service tools

Services to support the

implementation of SAP

Solution Manager

SAP Online Knowledge

Products

Price List

Offerings

r e m o t e





More Information

Additional Information

httpwwwservicesapcomsupport






n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express

permission of SAP AG The information contained herein may be changed without prior notice

n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other

software vendors

n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of

Microsoft Corporation

n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg

OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg

Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries

n ORACLEreg is a registered trademark of ORACLE Corporation

n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group

n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and

other Citrix product names referenced herein are trademarks of Citrix Systems Inc

n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium

Massachusetts Institute of Technology

n JAVAreg is a registered trademark of Sun Microsystems Inc

n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented

and implemented by Netscape

n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One

n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other

countries all over the world All other product and service names mentioned are trademarks of their respective

companies

Copyright 2002 SAP AG All Rights Reserved





Canadian supermarket chain

abandons SAPlsquos retail softwareBY LUCAS MEARIAN (February 02 2001)

Computerworld VW in trouble over SAP roll-outBY Mike Simons (December 1999)

Volkswagen IT staff will be working over Christmas

to solve problems that surfaced at its main spare parts

warehouse after the installation of a SAP R3 system

Failed ER P Gamble H aunt s H er shey By CR AI G STEDM AN ( N ov ember 01 1999)Analy st s and sour ces in the indust ry said t he H er shey Pa manuf act ur er a p pears t o hav e lost a gamble w hen it inst alled a w ide sw at h of SAPAGs R 3 enterpr ise r esource planning a p plicat ionshelliphellipAt H er shey t he sy st em pr oblems w ill lik ely r esult in lost mar k et shar e and could lead f ed-u p r et ailers t o dr o p some of the com pany s pr oduct s f r om their shelv eshellip

C EO SA P I ns ta l la t io

n Ca used P ro b le

ms

Bu t Pe tsmar ts sa ys

t he SA P Re ta i l s ys te

m is no w

pro v id ing sound da t

a

B Y L UCAS M EA R IA N ( No ve m be r 2 7 2

001 )

Co m p uter world

Our Liability

N o m a t t e r w h o d oe s t h e

im p lem e n t a t io n o r w h o

i s o pe ra t i n g t h e s o l u t i o n

I n c a s e o f m a l f un c t i o n s

SA P i s b la m ed a nd

m a d e r es p on s i b l e

GM locomotive unit puts ERP

rollout back on track

Configuration problems force makeover of SAP system retraining of end users

BY MARC L SONGINI (February 11 2002)

Computerworld

SAP conv er sion causing r et ailheadaches f or f abr ic chainBY M I CH AEL M EEH AN ( N ov ember 10 2000)

C om put e r w or l d

K eine Zahlung Abbuchungen und Uumlber w eisungen moumlglich

S AP-Pr o jek t br ingt St r omv er sor ger in Not Muumlnchen ( jm)

C om put erw oche

Computer Weekly























Focus of

Implementation team



functional solution





operations




functions

Focus of




schemes processing







window







window











or next release

egrave Reactive




n Verify fixes




















CoEsCoEs

Mission Critical

Support

Key Account

Support







Handover mission

critical cases

Handover mission

critical cases

Handover of complex


Handover of complex








IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global










MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies
























Focus of

Implementation team



functional solution





operations




functions

Focus of




schemes processing







window







window











or next release

egrave Reactive




n Verify fixes




















CoEsCoEs

Mission Critical

Support

Key Account

Support







Handover mission

critical cases

Handover mission

critical cases

Handover of complex


Handover of complex








IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global










MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies












or next release

egrave Reactive




n Verify fixes




















CoEsCoEs

Mission Critical

Support

Key Account

Support







Handover mission

critical cases

Handover mission

critical cases

Handover of complex


Handover of complex








IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global










MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies
















CoEsCoEs

Mission Critical

Support

Key Account

Support







Handover mission

critical cases

Handover mission

critical cases

Handover of complex


Handover of complex








IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global










MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies








IRIR

ATATCNCN

UKUK

FF

CHCH

MXMX

KRKRCNCN

USUS

BRBR

JPJP

ANZANZ

DEDE

ESES

DEDE

SGPSGPININ

DEDE

not listed

Local Support

Regional Support

Global










MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies








MaxAttention







Optimization




Optimization







SAP Data Management

Safeguarding


Implementation




Assessment


SAP GoingLive Check


Upgrade Check




Empowering


Assessment


Empowering



service tools



Solution Manager


Products

Price List

Offerings

r e m o t e





More Information











software vendors



















companies






More Information











software vendors



















companies









software vendors



















companies



sap support on retail

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