Understand The Value of SAP Enterprise Support 5.2

Understand the Value of SAP Enterprise Support
Presentation for VAR-Delivered Support Partners

Version: 5.2 | Date: October 13, 2015
For internal SAP and partner use only
Whats in it for you
Learn about SAP Enterprise Support and its benefits
Methods to successfully sell SAP Enterprise Support
Understand how to create additional business with support
2015 SAP SE or an SAP affiliate company. All rights reserved.
Introduction
SAP Enterprise Support in Detail
How Customers Implement, Operate, and Innovate Better with SAP
Enterprise Support
Value for Partners
Summary
SAP Global Service & Support Overview

Benefit from the strength of a global organization
SAP AGS A global support organization...
With more than 8,000 support experts
Located in 54 countries around the world
Backed up by over 15,000 developers
Only team within the SAP ecosystem supporting all SAP
installations from all over the world
Acquires comprehensive knowledge about all technical risks
(product and non-product related) customers are facing while
supporting the complete installed base
Shares this unique expertise in a customer-tailored approach for a
successful implementation, operation and continuous
improvement
SAP GSS supports 282,000+ customers in more than 130 countries
The Basics Of SAP- and VAR-Delivered Support

Indirect channel options
Choice of support delivery model for VAR partners selling SAP Business All-in-One, SAP BusinessObjects, SAP mobile
solutions, and SAP database and technology solutions:
VAR-Delivered Support
SAP-Delivered Support
Customer 1
Customer 2
Channel
Partner
Customer 3
Customer 4
VAR-Delivered support
Channel Partner sells license

and is responsible for support
(e.g. 1st and 2nd level support)
Support authorization (e.g.
PCoE certification) necessary
SAP
Customer 1
Channel Partner sells license.

SAP provides support
Direct customer from SAP

support perspective
Customer 2
Channel
Partner
SAP-Delivered support
SAP Support Certification Program

To ensure support excellence for our customers
Support certification is mandatory for all partners selling and providing VAR-Delivered support - Partner COE authorizes a
partners organization.
Support Certification Steps
The time needed for setting up a Partner Center of Expertise may vary greatly, depending on whether you already have
most of the requirements in place or are starting from nothing.
Prerequisite: Product Authorization
Interim Support Authorization
Full Support Authorization
(authorized to sell SAP-delivered support)
(to sell VAR-delivered support)
(to sell VAR-delivered support)
1 9 months
COMPLETE REQUIREMENTS:
Support consultant qualification
Support infrastructure
Processes and deliverables
max 12 months
PCOE readiness audit
Onboard customers and integrate into

support infrastructure
Recertification
Valid for 2 years
Every 2 years
PCOE validation check
PCOE CERTIFICATION
Recertification
(every two years)
Typical questions from small and midsize customers:

How can I implement in time and on budget?
How can I avoid disruptions to my business?
How can I rapidly leverage software innovations?
The Answer: SAP Enterprise Support

SAP Enterprise Support helps to implement, operate, and innovate better
How can I implement in time and budget?

Support begins with day one
Implement better with guidance from SAP, leverage end-to-end
support infrastructure, and lifecycle management
How can I avoid disruptions to my business?

Run SAP like a factory
Operate better through improved supportability, performance, reduced
TCO, and better collaboration with SAP
How can I rapidly leverage software innovations?

Do what you do best, even better
Innovate better and quickly meet business requirements for continuous
growth and increased competitive advantage
Introduction
Enterprise Support
Value for Partners
Summary
SAP Enterprise Support

The industry-leading support offering
Implement
Better
Operate
Better
Innovate
Better
24 x 7
Support
Advisory
Drive efficient implementations that

meet your business needs
ASAP
Standards for
Implementations
Remote
Services
Run SAP
Mission Critical
Support
Software
Updates
Standards for
Operations
Testing
Optimization
Support
Academy
SAP Solution
Manager
Protect your business and achieve

operational excellence
Foster your companys growth by

continuously evolving your business
and IT processes
SAP ENTERPRISE SUPPORT

10
Support Advisory
Overview
Partner
24 x 7
Support Advisory
The Partner Support Advisory helps you to resolve priority 1 and top issues - this direct
escalation interface is available 24 x 7
What you get:
Remote support for top-Issues and production-down
Escalation interface to be contacted by the partner in case of top issues endangering the business
24 x 7 support advisory as follow-up to priority 1 messages, vital SAP EarlyWatch Alerts and top issues
Red light post processing (e.g. after TQC delivery)
How you benefit:
Enabling fast problem identification
Direct contact channel and dedicated route to resolution
Direct access: Support Advisory
Reduce
project failure rate
Direct
escalation interface
11
Standards for Implementation and Operations

Overview
ASAP
Standards for
Implementations
Partner
Run SAP
Standards for
Operations
Support standards enable you to efficiently implement and operate high quality SAP
solutions for your customers
What you get:

ASAP methodology supports cost effective and speedy implementations
Run SAP optimizes the ongoing management of end-to-end solution operations
How you benefit:

End-to-end support standards and best-practices simplify and guide you during implementation and
management of end-to-end solution operations for SAP solutions
Streamline projects and achieve lower total cost of implementation
from evaluation to post project solution management and operations
Reduced total cost of operation due to better management of end-to-end operations
Reduce
cost of operation
Direct access: ASAP and Run SAP
Minimize
time to implement
12
Mission Critical Support

Overview
Partner
Customers business will be protected proactively in a best possible manner 24 x 7 and

backed up by SAP, where necessary
Mission Critical Support
What you get:

24 x 7 production down support and root cause analysis for quickly finding the cause of a problem
SLAs between SAP and partner on response and corrective actions for critical issues
Access to a global network of support engineers and developers
How you benefit:
Get customers business back running with the highest priority and attention from SAP
Fast issue resolution through service level agreement
Reducing unplanned downtimes - thus optimizing business results
Fast
Direct access: Mission Critical Support
issue resolution
Reduce
unplanned downtime
13
Testing Optimization | Updates

Overview
Software
Updates
Partner Customer
Testing
Optimization
Easily update your customers SAP solution, deliver high quality results through pre-built
test cases
Testing Optimization:
Tools to assist with optimizing regression test scope for your end customer, e.g. pre-configured test templates and cases
Software updates and improvements:
Customers receive legal changes and software updates
Accelerated innovation enablement helps to discover enhancement package functionality
How you benefit:
Easily reap the benefits of the latest SAP innovation provided by enhancement packages
Easily
Direct access: SAP Improvements & Innovations
discover innovations
Increase
testing performance
14
SAP Enterprise Support Academy

Overview
Partner
Direct access to up-to-date knowledge and expert advice from SAP

Support Academy
What you get:

Comprises the most important knowledge from SAP support experts
Individual learning plan helps you acquire knowledge in a systematic, structured manner and to align learning with daily
activities and operations
Enables consumption of SAP Enterprise Support offerings
Partners can leverage the SAP Enterprise Support Academy knowledge to deliver a superior service and support
experience to their end customers
How you benefit:
Enables partners to take full advantage of support
Hands-on help to get SAP Solution Manager in place
Up-Skill
Direct access: SAP Enterprise Support Academy
Increase
your experts
testing performance
15

Key components
Partner
SAP Enterprise
Support Academy
Best
Practices
library full of
product,
database and
operating systemspecific how-to
guides for your
everyday
business
Meet the
Expert
Sessions
Accelerated
Innovation
Enablement
live webinars
conducted by
SAP experts on
SAP Enterprise
Support services
and SAP Solution
Manager
live expert
sessions to
evaluate the
innovation
capabilities of
enhancement
packages for SAP
Business Suite
ExpertGuided
Guided
Self-Services
Quick-IQs
which you can

run anytime and
at your own pace
in your own
system
landscape
Tutorial on
how to make or
change system
settings by
providing the
related system
recording
Implementations
remote sessions
by experienced
SAP service
experts providing
workshop-style
interaction
Access role-based content in the format that suits you best

16

Service details 1/2
Best Practices
Get structured guidance and

support from SAP experts
The portfolio covers the entire

variety of support specifics as
part of end-to-end operations:
Topic deep dives will equally be
covered as well as new concepts
or strategy items
The format is interactive since it

allows for questions and answers
Accelerated
Innovation Enablement
Documents describe SAPs

experience and lessons learned
from implementing and operating
SAP Business Suite as well as
SAP BusinessObjects solutions
Evaluate SAP enhancement

package technology or new
functionality for SAP Business
Suite in live expert or expert-ondemand sessions
Process
Benefits
Meet-the-Expert
Scope
Partner
Access
best practices
library
Involve different depart-ments of

your company
Get a summary report
Recordings can be accessed

through the meet- the-expert
archive.
Documents
YOU
1-2 hour
live webinar
(meet the-expert) session
SAP expert
YOU
Get structured guidance and

support from SAP experts
Involve different departments
Get a summary report of your
session after execution
Live expert
session or
expert-on-demand
YOU
SAP solution
architect
17

Service details 2/2
Direct access to SAP experts
Improve areas such as system

performance, data volume
management, change
management, security
optimization, business processes
using guided procedures
Use them on your own, whenever

and how often you want
Tutorials provide practical handson instructions in order to enable

customers to make or change
system settings
Get short and concise guidance
Expert-Guided
Implementation
Multi-day training, practical

experience and expertise on
demand, focusing on application
lifecycle management with SAP
Solution Manager and
preparation for self-service
delivery
Guided
Self-Services
Benefits
Quick-IQ
Scope
Partner
Process
Direct execution of planned

activities in your SAP landscape
Convenient remote delivery
1 Empowering
YOU
2 Execution 2-3
hours on the
same day
Guided self-services are executed

via SAP Solution Manager
Make system changes

autonomously
YOU
1-2 hours
each morning
SAP expert
3 Expertise-on-demand
during execution
Self-service
execution via
guided procedures
Access
tutorials
library
YOU
Tutorials
18
Remote Services
Overview
Partner Customer
Technical quality checks are remote services which help to reduce the customers
technical risk and outline optimization potential
Remote Services
What you get:
A portfolio of 15+ technical quality checks (TQCs) help to handle top-issues or to de-escalate critical situations during
implementation, operations, and innovation of the customers SAP solution
How you benefit:
Cut down on time and budget for implementation and innovation
Improve system performance, availability, stability, and data consistency
Quality checks to avoid critical situations in the future active risk mitigation
Direct access: How to book SAP Enterprise Support services,

TQC Information Library
Increase
IT effectiveness
Decrease
project risks
19
Remote Services
Portfolio at a glance
Implement
Partner Customer
Operate
Innovate
TQC for Implementation
TQC SAP EarlyWatch Check
TQC for Upgrade
TQC SAP Going Live Support
TQC SAP OS/DB Migration Check
TQC SAP Upgrade Assessment
TQC Integration Validation
TQC Business Process Operations
TQC SAP Downtime Assessment
TQC Data Consistency Management*
TQC SAP Security Optimization Check
Innovation Discovery Tool
TQC Interface Management*
TQC Technical Performance Optimization
Modification Justification Check
TQC Transport Execution Analysis
Custom Code Maintainability Check
TQC Business Process Performance

Optimization
Color Legend
TQC Data Volume Management
Blue = available for end customer

Black = available for partner
* Currently in pilot mode
20
Remote Services for Partners

Custom code maintainability check
Partner
Goals:
Provides clarity about all custom code and modified objects in the analyzed system
KPIs indicate the modification level of the system:
Customer objects per package
Modified SAP objects per application component
Enhancements (User exits, BAdIs, appends, implicit and explicit enhancement spots)
References of customer objects to SAP standard coding
How you benefit:
Increased level of end-to-end supportability by identifying improvement potentials for optimization and standardization
within the combined solution landscape consisting out of a qualified partner template SAP core solution SAP
Solution Manager
21
Remote Services for Partners

Modification justification check
Partner
Goals:
Provides expert advice on how to avoid SAP source code modifications by using SAP standard functionality:
Check whether the required functionality can be implemented within the SAP standard functional scope
Check whether the required functionality can be achieved by taking advantage of SAP standard enhancements
rather than SAP source code modifications
Check whether alternative implementation options could accommodate your business requirements by means
of business process reengineering or work-around solutions
How you benefit:
Increased level of end-to-end supportability by identifying improvement potentials for optimization and standardization
within the combined solution landscape consisting out of a qualified partner template SAP Core Solution SAP
Solution Manager.
22
Remote Services for Customers

Technical Quality Checks to implement better
Description
Service
I
M
P
L
E
M
E
N
T
TQC for Implementation
Customer
Helps
to improve the performance of a customers core business processes and main interfaces
Scheduling
TQC SAP Going Live

Support
Supports
TQC Integration
Validation
Performs
should take place 2 months before the go-live date
the customer during critical GoLive phases during implementation projects or upgrade projects to support a
smooth start of productive operation
an end-to-end analysis of a core business process and a critical interface with focus on performance and
stability deliverables
23

Technical Quality Checks to operate better
Description
Service
O
P
E
R
A
T
E
TQC Business Process

Performance Optimization
Analyzes
TQC Technical Performance

Optimization
Focuses
TQC Data Volume Management
Helps
TQC SAP Security Optimization

Check
Verifies
TQC SAP EarlyWatch Check
Analyzes
TQC Business Process Operations
Identifies
TQC Transport Execution Analysis
Analyzes
TQC SAP OS/DB Migration Check
Manages
Customer
and improves the response times and resource consumptions of individual core business process
steps
on improving the overall system performance and increasing the efficiency of resource usage by
optimizing the database.
to setup and monitor a data volume management strategy that defines how to manage and reduce
future data growth and reduce existing database size.
and improves the security of the SAP systems of customers
the components of a SAP solution, operating system and database to support customers in
optimizing performance and reducing TCO
improvement potential for the customer's core business processes and sets up a business process
monitoring example
and improves the software change management procedures of the customer.
the risk involved in a migration. The result is that the customers system is prepared for a smooth
migration ending with high availability and high performance of the new operating system and/or database.
24

Technical Quality Checks to innovate better
Description
Service
I
N
N
O
V
A
T
E
Customer
critical, technical issues based on defined KPIs which might endanger an upgrade project
TQC SAP Upgrade Assessment
Detects
TQC for Upgrade
Supports
TQC SAP Downtime Assessment
Determines
by ensuring that the SAP solution continues to operate efficiently after an upgrade in the new software
environment by taking action proactively before technical problems can occur.
the phases of an upgrade that can be optimized in order to reduce the technical downtime. Therefore,
more time is available for post upgrade activities.
25
Remote Services
Example: Possible sequence of TQCs
Customer
TQC
Technical
Performance
Optimization
SAP
Early
Watch
Alert:
Performance
Problem
Analyze components of the SAP

solution, operating system, and
database to find optimization
potential of the SAP system
TQC SAP
EarlyWatch
Check
TQC
Data Volume
Management
TQC
Business Process
Performance
Optimization
26
SAP Solution Manager

Overview
Partner Customer
SAP Solution Manager is the application lifecycle management platform that provides
integrated content, tools, and methodologies
What you get:

Central documentation of processes, system landscape, custom code, and partner applications including an
integrated service desk and root-cause analysis
Central monitoring and alerting infrastructure and change control management
How you benefit:
SAP Enterprise Support allows SAP Solution Manager usage for full application lifecycle management of the
customer solution
Reduced risk and lowered TCO through standardized and integrated application lifecycle management according to
IT Infrastructure Library (ITIL)
Direct access: SAP Solution Manager
Lower
total cost of
operations
Increase
transparency
27
SAP Solution Manager in a Nutshell

12 work centers support you throughout the ALM lifecycle
Partner Customer
SAP Solution Manager addresses the entire IT environment

Including all the processes, tools, services, and an organizational model to manage SAP and non-SAP solutions throughout
the complete application lifecycle.
Landscape Transformation
Solution Documentation
Upgrade Management
Solution Implementation
Custom Code Management

Maintenance Management
Business Process Operations
Application Operations
SAP
Solution
Manager
Template Management
Test Management
Change Control Management
IT Service Management
28

Extended usage rights
Partner Customer
Extended usage rights:
Significant extension of usage rights for SAP Solution Manager: Manage your complete customer solution!
Openness to third-party management tools
Ongoing significant application lifecycle management innovations: For example with upcoming SAP Solution
Manager 7.2 release
Example of the Impact:
29
Deliverables from SAP and Partner

Standardized SAP services help partner to ensure customer satisfaction
Deliverables to the end customer such as:
- Remote services (technical quality checks)
- Software updates and legal changes
- SAP Solution Manager (with extended usage rights)
Customer
Partner
Deliverables to the partner:

- SAP Enterprise Support Academy (EGI, AIE)
- Support Advisory
- Mission Critical Support
- Modification Justification Check and
Custom Code Maintainability Check
The
Result
Partner provides first and

second level support
to the end customer:
Proactive support with SAP
Enterprise Support
SAP Enterprise Support increases customer satisfaction by ensuring smooth operations, low IT
cost and innovation without disruption
30
Pillars of SAP Enterprise Support

Key take-aways
Implement, Operate, and Innovate Better
Get fast support in critical situations: SAP problem management procedures

Guaranteed reaction times for initial response and corrective actions between SAP and partner
24 x 7 production down mission critical support helps you fix critical errors when you need it most
Partners benefit from innovative knowledge transfer: SAP Enterprise Support Academy
Learn from SAP experts through webinars and prototype configuration in expert-guided implementations
Direct access to SAP intellectual property on IT operations through guided self-services
Direct interface to SAP: support advisory

Direct point of contact and dedicated route to resolution
Enabling fast problem identification
Innovate faster, implement, and operate better

Leverage best practices for implementations, such as Accelerated SAP
Enhanced innovation support for partners through accelerated innovation enablement
Manage changes efficiently with application lifecycle management
Run checks for optimal operations, such as optimize performance and security
Central delivery platform for support & operations experience: SAP Solution Manager
Extensive tool set supporting a comprehensive application lifecycle management
Extended usage rights provide such as service desk, and change analysis
31
Introduction
How Customers Implement, Operate, and Innovate Better with
Value for Partners
Summary
32
Maintenance is a Strategic Asset

How to explain the value of support to your end customers
Value of SAP Enterprise Support
Partner
Highlight the benefits of SAP Enterprise Support

to your end customers
Customer
Ready
Reduce
for innovations
total cost of ownership
Partners
Free up
Fast
added support value
resources
issue resolution
Reduce
Minimize
unplanned downtime
time to implement
Use the situation-based approach to explain to customers how SAP

Enterprise Support helps to implement, operate, and innovate better
33
Implement Better
How to explain to your end customers
Get ready for your

project...
... move on with the

help of experts...
Requirements
Design
Implementation Know-How
and Tools
ASAP supports cost-effective and

speedy implementations
SAP Solution Manager helps in
documenting processes and preparing
for smooth operations including
proactive monitoring and root-cause
analysis
The
Bottom
Line
... and have a

successful go-live!
Build & Test
Technical Quality
Checks and Tools
Additional Services
from the Partner
Standardized risk evaluation
Analysis and verification of sizing and

system configuration
Chance for value-adding services

from the partner
The partner could provide superior

support experience such as through
enhanced service level agreement or
by providing a direct support contact
Avoidance of unnecessary
modifications

helps customers to
implement better!
34
Implement Better Case Study

Smooth implementations through SAP Enterprise Support
The Case
PARTNER
Implementation project
Introduction of SAP Extended Warehouse Management (EWM)
Extension of FI, CO
Introduction of HCM
Roll-out into other countries
Business process transparency

Monitoring of business processes
Data consistency, data backup, recovery
Software change management one transport
order
Job management process automation
Remote diagnostics
Implementation method
Training & certification
Project mgmt.
Service Desk
Run SAP
Test mgmt.
Change mgmt.
Service Desk
Focus topics
Documentation
of Solution
New
SAP solution
Service Level
Agreement
CUSTOMER
End-to-end support infrastructure
Clear Value With SAP Enterprise Support

SAP standards help to make a reliable project plan: ASAP supports cost effective and speedy implementations, Run SAP helps to secure the
management of end-to-end solution operations , close integration of project management, service desk, test management and change management
through SAP Solution Manager
Simplified roll-out into other countries through existing test cases and template roll-out
Service level agreement of top issues ensures fast processing of high priority messages during implementation
35
Operate Better
Efficiently manage your

SAP solution...
... enhance stability and

process performance...
Operate
Optimize
Technical Quality
Checks
Operations Know-How
and Tools
Run SAP optimizes the ongoing

management of end-to-end solution
operations
SAP Solution Manager provides end-toend application lifecycle management
ensuring stable operations and enabling
accelerated innovation
The
Bottom
Line
... save time and money for

future innovation!
Business process operations
System performance improvements
Security improvements
Data volume management
Additional Services
from the Partner

from partner

support experience such as by
providing enhanced mission critical
support and
24 x 7 production down support

helps customers to
operate better!
36
Operate Better Case Study

Business continuity through SAP Enterprise Support
PARTNER
The Case
Small Transportation Company
Root Cause
Analysis
High priority problem cases

SAP logistic solution stand-still
Shipping documents
cannot be created
Planned transports are in
danger and cant move
Financial damage
Damage of image
(transportation company
does not deliver in time)
Support
Advisory
Service Desk
SAP Solution
Manager
CUSTOMER

SAP Solution Manager inclusive usage of service desk end-to-end support infrastructure
Problem processing and solving, providing solution following service level agreement (reactive support) - Priority 1 messages directly forwarded to
SAP for immediate action without any interruptions
24 x 7 support advisory involved to get the necessary SAP experts connected and to accelerate message processing in mission-critical situations
37
Innovate Better
... install
innovations, ...
Find whats new...
Requirements & Design
Build & Test
Business Function Prediction
Technical Quality Checks
Find the enhancement package

functionality that is right for your
landscape
Identification of relevant innovations
based on actual system usage data
The
Bottom
Line
Business process change analyzer

(included in
SAP Solution Manager)
Specific technical quality checks for
installation, upgrade, downtime, etc.
available
... activate
and use them!
Deploy
Additional Services
from the Partner

from partner

support experience such as by
providing additional go-live support or
trainings

helps customers to
innovate better!
38
Innovate Better Case Study

Quick innovation through SAP Enterprise Support
PARTNER
The Case
Consumer Products Company
Test mgmt.
In need of improving sales order entry processes

instantly!
Change mgmt.
TQCs
Customers sales department

requires a solution to speed up
their sales order entry process,
currently it takes too much time
and as a result opportunities
are lost
SAP delivered the required
functionality with the latest
enhancement packages
Support
Advisory
Service Desk
CUSTOMER

SAP provides tools to assist with optimizing regression test scope, such as with business process change analyzer
Accelerated innovation enablement helps to discover and activate new enhancement package functionality
guided by an SAP solution architect
Technical quality checks to optimize the customer solution
39
SAP Enterprise Support Pathway

Suitable offerings for every experience level
SAP Enterprise Support Offering
Customer Situation:
Established IT processes allow
automation of IT and provide
innovation to business
Customer Situation:
Solution runs stable and
optimization potential is
recognized
e.g. Innovation roadmaps, SAP
enhancement packages,
extended ALM capabilities in
Customer Situation:
New customer or
customer with no
SAP Enterprise
Support experience
e.g. Mission critical support, support
advisory, Run SAP, SAP Solution
Manager, .
Continuously extend the usage of SAP Enterprise Support offerings over the time
e.g. Technical quality checks, SAP
Solution Manager, ASAP,
40
Introduction

Enterprise Support
Value for Partners
Summary
41

A Chance for a competitive advantage
Achieving customer satisfaction and excellence
through quality support
Additional services from

the partner
100% delivered by SAP
Services, tools, methodologies, and

infrastructure provided by SAP
1st and 2nd level support provided

by partners
SAP-Delivered
Support
Chance for valueadding services and

a competitive
advantage
Partner COE
Certification (Partner
Center of Expertise @
SME VAR) prerequisite for support
authorization to deliver
high-quality support
VAR-Delivered
Support
42
Differentiate Through Maintenance And Support

Enhance your business model through support
1. Increase Consulting Revenue
VALUE CONTRIBUTION
Generic channel partner value stream
a) Customer insights through support services
(conceptual)
b) Additional revenue streams (such as follow-up

services)
Consulting
c) New service innovations with professionalized and

standardized services
Support
2. Optimize Hosting and Application

Management
Consulting
Support
License sales
License
sales
Templates
Application
mgmt.
Hosting
Templates
Application
mgmt.
a)
Margins and quality
b)
Customer satisfaction with SAP Enterprise Support
c)
Differentiation
Hosting
TODAY
TOMORROW
43
Demand Generation With SAP Enterprise Support

Customer insight through SAP Enterprise Support services
1. Situation
Customer faces problem:

- Red SAP EarlyWatch
Alert, e.g. security problems
- Slow performance or other issues
- Project planned (e.g. Upgrade or SAP
enhancement package)
2. Insight
3. Implementation
Execution by partner:
Additional consulting revenue
(e.g. follow-up services)
New service innovations
Customer insight and recommendations

through SAP Enterprise Support services,
such as technical quality check
Consequence: Customer needs
help when implementing
recommendations!
1. Increase
Consulting
Revenue
44
Operations Optimization With SAP Enterprise Support

Best-in-class operations help reduce your TCO
Operate Your Systems At Lowest Cost
Standardize, unify, and automate operations such as by using all capabilities SAP
Solution Manager and SAP end-to-end standards
Manage complexity with SAPs unique application lifecycle management approach
Achieve Superior Quality

Higher performance, availability and security
Improved implementation and operations of SAP solutions, customer enhancements
Bottom Line:
Higher customer satisfaction and reduced cost will help you to
increase profits and revenue
2. Increase
Hosting
Revenue
45
Value Adding Services by Partner

Increase revenue via SAP Enterprise Support
The Case
PARTNER
Additional Services to Increase Your Revenue

Value-adding services for your customers
Set-up / implementation service
Documentation service through
SAP Solution Manager based
on end-to-end support standard
Check of access rights
Performance check
Additional revenue through
hardware services based on
SAP EarlyWatch Alert
recommendations
Generate additional
revenue through SAP
Enterprise Support.
Service Desk
CUSTOMER
Generate additional Revenue with SAP Enterprise Support

SAP Enterprise Support provides you the possibility to offer additional services to your customers; services you can charge such as setup / implementation
services for the SAP Solution Manager, documentation services just to name a few possibilities.
By delivering SAP Enterprise Support services you will get more knowledge about the customers situation and pain points: This will help you to generate new
up- and cross-selling opportunities
46
As a Partner: What You Need to Do

Your clear path to support excellence
SAP provides all the guidance and information needed for your organization to quickly pass the
certification process:
1
2
3
4
5
Understand
Deliverables
Understand deliverables and value of SAP Enterprise Support
Get Your People

Enabled
Certify your support consultants and enable your sales staff
Get Support
Infrastructure in Place:
SAP Will Guide You
Set up roadmap for SAP Solution Manager
Use expert guided implementation session to set up SAP Solution Manager VAR Service
Desk guided by an SAP service engineer
Achieve Partner COE

Certification
Get Partner COE certification, the prerequisite for support authorization to deliver first line
support
Deliver Support
Excellence
Re-certification is required every two years
47
Introduction
How Customers Implement, Operate and Innovate Better with SAP
Enterprise Support
Value for Partners
Summary
48

Key take-aways
Implement
Better
Support begins with day one

Implement better with the help of SAPs
end-to-end support infrastructure, services
and end-to-end lifecycle management
Operate
Better
Run SAP like a factory

Operate better through improved
supportability, performance, reduced TCO,
and better collaboration with SAP
Innovate
Better
Do what you do best, even better

Innovate better and quickly meet business
requirements for continuous growth and
increased competitive advantage
THE SAP ENTERPRISE SUPPORT

ADVANTAGE
49
SAP Enterprise Support on SAP PartnerEdge

Your single source for SAP Enterprise Support sales assets
The SAP Enterprise Support enablement section
was built to provide you all you need to get your
sales team up-to-speed:
Comprehensive self-learning materials to provide a
solid understanding of SAP Enterprise Support for
your sales teams
Ready-to-go assets for discussion with your
customers or as starting point for your own
presentations
Value cases on SAP Enterprise Support
Customer references
Competitive information
Background information
And much more
Get your sales team ready today!
Directly access https://partneredge.sap.com/en/partnership/support/ep-support.html

50
Your Actions:
Define your value proposition
Sell SAP Enterprise Support
Deliver high-quality support
51
Thank you for your time.

Questions?
Send an email to:
ssm@sap.com
52

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53

Understand The Value of SAP Enterprise Support 5.2

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Understand The Value of SAP Enterprise Support 5.2

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Understand the Value of SAP Enterprise Support

Presentation for VAR-Delivered Support Partners

Whats in it for you

Learn about SAP Enterprise Support and its benefits

Methods to successfully sell SAP Enterprise Support

Understand how to create additional business with support

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

For internal SAP and partner use only

SAP Global Service & Support Overview

SAP GSS supports 282,000+ customers in more than 130 countries

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

The Basics Of SAP- and VAR-Delivered Support

Channel Partner sells license

Channel Partner sells license.

Direct customer from SAP

For internal SAP and partner use only

SAP Support Certification Program

Support Certification Steps

Prerequisite: Product Authorization

Interim Support Authorization

Full Support Authorization

(authorized to sell SAP-delivered support)

(to sell VAR-delivered support)

(to sell VAR-delivered support)

PCOE readiness audit

Onboard customers and integrate into

Valid for 2 years

PCOE validation check

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

Typical questions from small and midsize customers:

How can I rapidly leverage software innovations?

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

The Answer: SAP Enterprise Support

How can I implement in time and budget?

How can I avoid disruptions to my business?

How can I rapidly leverage software innovations?

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

For internal SAP and partner use only

SAP Enterprise Support

Drive efficient implementations that

Protect your business and achieve

Foster your companys growth by

SAP ENTERPRISE SUPPORT

For internal SAP and partner use only

What you get:

Remote support for top-Issues and production-down

Red light post processing (e.g. after TQC delivery)

How you benefit:

Enabling fast problem identification

Direct contact channel and dedicated route to resolution

Direct access: Support Advisory

2015 SAP SE or an SAP affiliate company. All rights reserved.

For internal SAP and partner use only

Standards for Implementation and Operations

What you get:

How you benefit:

Direct access: ASAP and Run SAP

2015 SAP SE or an SAP affiliate company. All rights reserved.