Enterprise Support

Monday 2nd August 2010 at 12:00am - 12:00am

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Executive Enterprise Support Update

SAP and SUGEN have evolved the original KPI program into an Enterprise Support Advisory Council in early 2010. This Council, comprised of 100 customers from around the world, is working with SAP to jointly develop best practices and guided self services to help customers optimise their IT and business landscapes and share their insights about benefit drivers and KPI data.

Please refer to the uploaded documents below to learn more about the results of the collaboration, including the Enterprise Support Engagement Methodology, the launch of the Enterprise Support Academy, and the availability of a searchable, online repository of customer benefit cases that provide a high-level overview of the benefit customers are deriving from Enterprise Support, and includes information on how your company can leverage these resources to realise similar performance improvements.

Both the UK & Ireland SAP User Group and SAP are committed to providing you with the tools and information you and your team need to realise true business process improvements and measurable TCO. We’re also interested in your feedback along the way – which will help us continue to enhance the resources and educational materials available.

Member Enterprise Support Update

Remember, the deadline for selecting your organisations support option for 2011 is fast approaching: September 30, 2010.

As a direct result of customer input via SUGEN, SAP has rolled out a new engagement methodology that entitles customers to implementation services and tools designed to create a clear roadmap for customers to realise the full value of Enterprise Support. This engagement methodology includes access to the newly-launched SAP Enterprise Support Academy that encompasses a repository of guided self-services as well as direct access to SAP Active Global Support experts who provide training, best practices, and remote support. This methodology is based on the experiences of more than 43,000 customers and 5,000 Active Global Support Employees and includes:

  • Guided Self Services - a repository of COE-proven best practices across all phases of your application lifecycle management that enable you to tailor the service content to your requirements environment
  • Expert Guided Implementation (EGI) services, a new short-term setup service to help customers configure basic settings for Solution Manager without the need for long-term, in-house consulting. Every Enterprise Support contract includes five days of these services.

Please refer to the uploaded documents below for more information on these resources and how you can begin leveraging them today.

Additionally, as part of this initiative, SAP has created a repository of customer benefit cases to allow customers to hear from peers about their experiences with Enterprise Support. As we hope you can tell from this communication, both UK & Ireland SAP User Group and SAP are committed to providing you with the resources and information you need to realise true business process improvements. We’re also interested in your feedback along the way – which will help us continue to enhance the resources and educational materials available.

The UK & Ireland SAP User Group is creating our own repository of member feedback to be housed on www.sapusers.org. If you are interested in sharing your experience, please contact us at support@sapusers.org.

Event Resources

SAP AGS Ref Guide - Getting the Most from Your Support (361.61 KB)
SAP Enterprise Support - Reference Guide How to unlock the benefits (292.53 KB)
SAP Quick Guide Support Services for customers of Ent Support (1.20 MB)
Further Reading (31.50 KB)

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