waldemar befort, sap digital business services 6. september …€¦ · · 2016-09-07waldemar...

Wie unterstützt SAP Support Ihre hybriden Szenarien

Waldemar Befort, SAP Digital Business Services6. September 2016

© 2016 SAP AG. All rights reserved. 2Public

Agenda

1. Neue Herausforderungen für das CCoE

2. SAP Enterprise Support Cloud Edition

3. Services Portfolio

4. Focus Themen 2016 und geplante Pilot Services


Agenda






A World of Change – A Digital World

SocialMore than one billionpeople are activelyengaged in social networks

MobileThere are now moremobile devices on earththan there are people

Big data / IoT50 billion devices will becapable of connecting tothe Internet, resulting in anexplosion in the amount of data

CloudCloud computing willbecome the bulk of newIT spend


Investment Trend in the Cloud (SaaS)LOB is the decision maker and LOB Key users driving the Cloud Transformation

“Line-of-business leaders everywhere are bypassing IT departments to get applications from

the cloud (e.g. SaaS) and paying for them like they would a magazine subscription. And when

the service is no longer required, they can cancel that subscription with no equipment left

unused in the corner.”

Daryl Plummer, Managing VP and Distinguished Analyst at Gartner

Source: 1 “10 Quotes on Cloud Computing That Really Say it All”, www.forbes.com, 2013

IT LOB

http://www.forbes.com/sites/joemckendrick/2013/03/24/10-quotes-on-cloud-computing-that-really-say-it-all/

http://www.forbes.com/


IT and Business sides in the Cloud Customer OrganizationRequirements from both sides trigger strong empowerment need

IT LOB

• Understand, define & enhance thebusiness process

• Monitor the business outcomes• Enable end-users• Discover the value of business scenarios• Make subscription (software + support)

decisions

• Configure content & processes (Technical)• Smooth integration• Security• Run the processes efficiently• Monitoring and troubleshooting• Enable End-Users and Key-Users (LOB)• Evaluate the requirements, cost, risks

Are we prepared?


Agenda






Enableyour people

SAP Enterprise Support ‘Principals’SAP Support Is Much More Than a Help Desk

Mission CriticalSupport

Innovation &Value Realization

Rely onbusiness continuity

Realize value andinnovate faster

Empowerment

ü Build the skills that build valueto increase efficiency

ü Reduce operational costs

ü Focus more of your energies onbusiness innovations

ü Get relief from critical situationsthrough round-the-clock productiondown support

ü Quickly identify and resolve issues

ü Increase business continuity

ü Unlock the business value ofexisting investments

ü Introduce new innovations ina swift manner that minimizes risk

ü Access support experts whenneeded to ensure positive businessoutcomes

ü Maximize the value of your SAPsoftware

ü Get advice on how to best useavailable resources and avoidunnecessary efforts

Collaboration

Engagewith experts

? «


SAP Enterprise Support and Preferred Care offeringsMeeting our cloud customers’ requirements

SAP Preferred Care

SAP Enterprise Supportcloud editionü Global 24x7 Support for all Very High incidents and root

cause analysis (RCA)ü Proactive and preventive support from day one covering

the complete lifecycleü Builds on pillars to provide mission-critical support,

empowerment, and collaboration, plus innovation and valuerealization

ü Smooth integration of cloud solutions and end-to-endsupportability of hybrid landscapes

ü Phone, chat, and Web support for configuration issues andproduct defects

ü Includes everything in SAP Enterprise Support, cloudeditions

ü Priority handling & enhanced service levels for response andresolution targets

ü Assigned Customer Success Managerü Weekly case reviews with escalation point of contactü System administrator training with training plansü Cycle, go live, and integration supportü Product expert on demand, with access to

knowledgebase and contentü Release optimization and testing best practicesü Support governance and quarterly scorecardü Technical services to do minor configurationsü Assistance with refresh of test instancesü Release weekend coverage

SAP Enterprise Support, cloud editionsFoundation support offering

SAP Preferred CareEnhanced level of support


Agenda






Build –Integration Testing and Go

Live

Run –Post Go Live Support

Operate &Optimize InnovatePlan/ Evaluation –

Solution Design

Getting started topics*

Security & privacy1

Value, roadmap, recommendationsto plan business scenarios2

Integration methodology anddata migration3

Go-Live analysis &verification4

Monitor & optimizebusiness outcomes5

End to end incident andescalation management6

* also includes SFSF Cloud Project Management Methodology

SAP Enterprise Support Cloud Edition Service Portfolio StructureGeneric entry points across software lifecycle for IT & LOB for all Cloud Solutions


SAP Cloud Enterprise Support AssetsCollateral of different sources and platform for collaboration with experts

AcceleratedInnovationEnablement

(AIE)

Expert-guidedImplementations

(EGI)

QuickIQs

Continuous QualityCheck and

ImprovementServices

Best Practices

Meet-the-Expertsessions

(MTE)

GuidedSelf-Services

(GSS)

Meet-the-ExpertReplay Library


1. Security and privacy

1. MTE: Security and privacy inSAP cloud operations

2. MTE: Web-based SSO forCloud Solutions: Overview

SAP Enterprise Support Cloud Edition Service Portfolio for SuccessFactors

3. Integration Methodology andData Migration1. MTE: Integration Solution Advisor

Methodology (ISAM)2. MTE: SuccessFactors Integration

Overview: Employee Central3. MTE: SuccessFactors Integration

Overview: Talent Hybrid4. MTE: Cloud Integration: Connecting

Both Worlds5. MTE: Success Factors Integration

Monitoring via Dell Boomi6. MTE: Hybrid Integrations Overview

(between SAP HCM and SFModules)

7. MTE: Full Cloud and Side by SideIntegrations Overview (between SFEC and SAP ERP)

8. MTE: Hybrid Integrations technicaldeep dive

9. MTE: Full Cloud Integrations andSide by Side technical deep dive

10. MTE: Cloud Integration best practices11. MTE: Transfer of Employee Data

from SuccessFactors to SAP ERPHCM

12. HANA Cloud Integration Overview(HCI)

13. Building Integrations onSuccessFactors Integration Center

14. SuccessFactors Employee CentralImports and OData Overview

1. MTE: Holistic IT Management forHybrid Solution

2. MTE: SuccessFactors Meta DataFramework (MDF) Overview

3. MTE Extend existing businessprocesses using SFSF Cloud &Hybrid

4. MTE: SuccessFactors EmployeeCentral: LOB value

5. MTE: SuccessFactorsRecruiting: LOB value

6. MTE: SuccessFactors LearningManagement Solutions (LMS):LOB value

2. Value, roadmaprecommendations, bestpractices to extend businessscenarios

4. GoingLive Analysis andVerification

1. MTE: SuccessFactorsIntegration: Customer Go-LiveBest Practices

2. CQC for Implementation(GoingLive Analysis)

3. CQC for GoingLive Support (forHybrid scenarios)

4. MTE: CQC Services forSuccessFactors

5. Monitor & optimize thebusiness outcomes

1. CQC EarlyWatch Check(GoingLive Verification)

2. MTE: SuccessFactorsCustomer Performance Metrics

3. SAP Enterprise Support ReportCloud Edition forSuccessFactors

4. What’s New and Planned forApplication Operations

5. Technical Monitoring: Setup EndUser Experience Monitoring forHybrid Scenarios

6. Technical Monitoring: SetupMessage Flow Monitoring forHybrid Scenarios

0. Getting Started Topics

1. MTE: Enterprise SupportGetting Started

2. Introduction Session for theEnterprise Support Value Mapfor Cloud & Hybrid

3. MTE: Enterprise Support Cloud& Hybrid Edition - GettingStarted

4. MTE: Get a Head Start in theCloud: Cloud ComputingFundamentals

5. MTE: SAP Launch:Implementation Methodology forCloud Solutions

6. MTE: SFSF Cloud & Hybridscenarios within budget, timeand quality 6. End to end incident &

escalation management

1. MTE: Implement end to endincident and escalationmanagement processes

2. MTE: Best Practices for aSuccess Factors Admin User


1. Security and privacy

1. MTE: Security and privacy inSAP Cloud operations

2. MTE: Web-based SSO forCloud Solutions: Overview

3. Best Practice: SAP Cloud forCustomer Security Guide

SAP Enterprise Support Cloud Edition Service Portfolio for C4C

3. Integration Methodology andData Migration

1. MTE: SAP Jam and SAP Cloud forCustomer (Planned on 15th March)

2. Best Practices: How to set upintegration SAP Jam and SAP C4C

3. More…

1. MTE: Requesting Tenants andManaging your SAP CloudTenant Landscape

2. MTE: Set Up an SAP CloudImplementation Project atCustomer Site

3. MTE: Adding Extension Fieldsvia Key User Tools or SAPCloud Developer Studio

4. More…

2. Value, roadmaprecommendations, bestpractices to extend businessscenarios

4. GoingLive Analysis andVerification

1. CQC for Implementation(GoingLive Analysis) (forHybrid scenarios)

2. CQC for GoingLive Support(for Hybrid scenarios

5. Monitor & optimize thebusiness outcomes

1. SAP Enterprise SupportReport Cloud Edition forCloud for Customer (C4C)

2. CQC EarlyWatch Check(GoingLive Verification) forHybrid scenarios

3. …

0. Getting Started Topics

1. MTE: Enterprise SupportGetting Started

2. MTE: Enterprise SupportCloud & Hybrid Edition -Getting Started

3. Introduction Session for theEnterprise Support Value Mapfor Cloud & Hybrid

6. End to end incident &escalation management

1. MTE: Introduction to SupportTools and Cloud SupportOfferings

2. MTE: Your way to support(Focus on Incidentmanagement, planned in may,2016)

3. …


Typical Technical Focus of Services

Integration• Assessment of the:

- Critical interfaces- Data consistency strategy

Data Security

• Guidance on standard reports:- Security and permission distribution- Form and process status- Compliance (EEOC)

• Assessment of the:- Critical permission distribution- Data access and export- Security settings

Reporting

StandardSettings

• Checking:- system configuration and standard settings- Route Map and process flow- Mobile integration


Build- Integration Testing and Go Live Run- Post Go Live Support Operate & Optimize InnovatePlan/ Evaluation- Solution Design

CQC BusinessProcess

PerformanceOptimization

SAP BusinessScenario

Recommendations forCloud (MTE)

SAP CloudIntegration

Overview (MTE)

SAP Cloud ProjectBest Practices (MTE)

Start of Project

Go-live BestPractices (MTE)

Data Extraction,Load &

Transformation(ETL) (MTE)

Handover to Production

CQC GoingLiveSupport

End User ExperienceMonitoring (MTE)

Release CycleRollout

(Report/MTE)

MTE: Meet the Expert EGI: Expert Guided Implementation CQC: Continuous Quality Check

End of Project

* SAP Enterprise Support offerings on SuccessFactors are exhaustive; shown here is a typical recommended support plan for the most common requirements.

CQC forImplementation(Analysis andVerification)

GoLive

EarlyWatch Check(EWC)

PI Monitoring (EGI)

Proactive engagement using individual service based deliveryCustomer Example

CQC InterfaceManagement

SAP Cloud BusinessValue Discovery (MTE)

For help either contact your SAPEnterprise Support Advisor or reach out tohttps://service.sap.com/call1sap

https://service.sap.com/call1sap


Agenda






Backend IntegrationEmpowerment

Packages (Collection ofMTEs)

Backend IntegrationEmpowerment

Packages (Collection ofMTEs)

Covering SFSF IntegrationScenarios

• Talent Hybrid• Core Hybrid• Full Cloud• Side by Side• 3rd party integrations

Covering SFSF IntegrationScenarios

• Talent Hybrid• Core Hybrid• Full Cloud• Side by Side• 3rd party integrations

How customer IT can get ready for SFSF advanced implementation project?Through ES Cloud Integration Services for SFSF

How to leverageexisting

investments?

What are thestrategic long termrecommendations?

What is idealIntegration

Architecture for mysituation?

How to achieve basicintegration landscape

readiness andadvanced

empowerment in-house?

Customer IT

Full readinessfor advanced

implementationproject

Expert Guided Planningsession for SFSF

Integration ArchitecturePlanning

Expert Guided Planningsession for SFSF

Integration ArchitecturePlanning

AvailablePlanned

Pilot (soon)

Increase:

- Integration &securityawareness

- Planningcapability

- Basic Cloudinfrastructurereadiness

Best Practice for BasicIntegration Security

Configuration

Best Practice for BasicIntegration Security

Configuration• for SFSF EC-HCI-SAP HCM• for SFSF EC-BOOMI-SAP

HCM

• for SFSF EC-HCI-SAP HCM• for SFSF EC-BOOMI-SAP

HCMPilot

Expert GuidedEmpowerment for

Backend Integration

Expert GuidedEmpowerment for

Backend Integration• Employee Data Integration via

HCI for SAP SFSF TalentSolutions using RDS

• Introduction to basic ERP to ECIntegration

• Employee Data Integration viaHCI for SAP SFSF TalentSolutions using RDS

• Introduction to basic ERP to ECIntegration

Reduce:

- TCO & risks

Requirements:

- Smoothintegrations

- Support LOB

- Cost, ROI andrisks evaluation

- IT roadmap

- TechnicalConfiguration


How customer LoB can get ready to support HR business processes and drivethe strategy Through ES Cloud Application Services for SFSF

Requirements:

- Organizationalstrategies

- Legalrequirements

- Operationalgoals

- Simplicity

What is BestPractice for my

situation, and howcan I safeguard the

Go-Live?

How to achieveOperationalExcellence?

How do I driveInnovation and User

Adoption?Customer LoB

Fullempowerment

to supportbusiness

processes andHR strategy

Empowerment Packages(Collection of MTEs / VIPs)

Empowerment Packages(Collection of MTEs / VIPs)

• Employee Central• Compensation• Performance & Goals• Reporting & Analytics• Administration & Support

• Employee Central• Compensation• Performance & Goals• Reporting & Analytics• Administration & Support

Proactive ApplicationCheck for SFSF moduleProactive Application

Check for SFSF module

• Compensation• 360 Degree• Performance & Goals• Succession Management• Recruiting Management• Recruiting Marketing• Recruiting Onboarding


Available

Pilot

Cycle Planning Servicefor SFSF module

Cycle Planning Servicefor SFSF module



Planned

Application PerformanceCheck

Application PerformanceCheck

• BizX Suite• Learning• BizX Suite• Learning

Planned

ESR Cloud EditionAvailable

QRN ES Version

Technical EnablementServices

Technical EnablementServices

• SSO• Data Retention Management• Instance Synchronization

• SSO• Data Retention Management• Instance Synchronization

Pilot

Planned Improve skills e.g. for:

- Talent Acquisition

- Compliance

- Process adherence

- Efficiency


SAP Cloud Enterprise Support Value MapsSocial Business Collaboration Model based on SAP Jam

CustomersIT AudienceBusiness Audience

SAP Cloud Focus Advisors


SAP Enterprise Support “Cloud & Hybrid Value Map”

Find the best way from point A to point B!https://support.sap.com/valuemaps X • SAP JAM for “Cloud & Hybrid

Value Map: <link>

• SAP Enterprise SupportAcademy Schedule: <link>

• SAP Enterprise SupportAcademy Recordings: <link>

Register at https://support.sap.com/esacademy Find eligibility criteria here

https://jam4.sapjam.com/groups/vh9EPScHFCRk4zWP9d3h7o/overview_page/83208

https://support.sap.com/valuemaps

https://jam4.sapjam.com/groups/about_page/b8vNYhE2twPuGfoAC8TbLy

https://support.sap.com/support-programs-services/offerings/enterprise-support/academy/lifecycle.html

https://service.education.sap.com/sap/bc/webdynpro/sap/zlso_esa_home?suser=D041080&hash=C026612D5C5C162AE79DF4B3957FD8997EFF147A&sap-language=EN&gotosearch=X&roles=101&deliverymethod=&timeframe=&region=&subarea=&language=&searchterm=

https://support.sap.com/esacademy

https://support.sap.com/esacademy

https://wiki.wdf.sap.corp/wiki/pages/viewpage.action?spaceKey=SAPENTSUP&title=Customer+Eligibility


SAP Enterprise Support Cloud EditionSummary

Ø ES is foundation support offering and part of subscription

Ø Proactive and preventive support from day one covering thecomplete lifecycle

Ø Builds on mission-critical support, empowerment, collaborationplus innovation and value Realization

Ø SAP Support Services along the project milestones

Ø Early and proactive identification of technical risks anddefinition of mitigation measures

Ø Support with operations best practices to ensure smoothsolution operations

Ø E2E support engagement in case of hybrid landscapes

Ø 24x7 Support for all Very High & High incidents

Ø SAP Enterprise Support Value Maps are THE platform to learn fromexperts as well as collaborate with peers on innovative topics.

Ø Contact your Enterprise Support Advisor for more details:https://service.sap.com/call1sap.

SAP Enterprise Support

SAP Enterprise SupportCloud Edition

ONE Support

https://support.sap.com/valuemaps

https://service.sap.com/call1sap

Waldemar BefortTechnical Quality Manager

SAP Switzerland AGAlthardstrasse 808105 RegensdorfSwitzerland

Mobile + 41 79 137 45 84Email [email protected]


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waldemar befort, sap digital business services 6. september …€¦ · · 2016-09-07waldemar...

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