September
Month10-13,
date, 2012
year
Orlando,Location
Florida
Presentation
Getting
The Most
Title Out Of SAP Support For Analytics Products
Presenter
Jamie
W. Bridwell
Name
AGENDA
1.Customer Experience Team
2.SAP Enterprise Support
3.Appendix
– SAP Community Network
– Perfect Message
Thank you for participating.
Please provide feedback on this session by
completing a short survey via the event
mobile application.
SESSION CODE:
Learn more year-round at www.asug.com
SAP Support
Customer Experience Team Mission
To fully understand our customers’ experience with SAP
Support in order to influence support programs and solutions
The Customer Experience team listens, engages, acts, and
influences based on our customers feedback
Customer Feedback: We provide a holistic view of
feedback into the support organization so we can use data
to influence change
Usability: We observe customers as they interact with
support in order to improve the usability of applications and
services
Customer Communications: We build a community with
our customers to engage, share, and communicate in
regards to SAP Support
SAP Support
Customer Experience Team Services & Approach
The Customer Experience team listens, engages, acts and drives change based on our customer feedback
Surveys &
Interviews
Remote
Usability
Studies
Feedback
Analysis
Twitter /
Social
Media
Support
Message
Analysis
SAP
Support
Portal
Demos
SAP Support
Our Focus For 2012
Our Customer Experience 2012 Roadmap, based on customer feedback and usability research:
SAP Support Portal
Enhancements and Redesign
• Message Wizard redesign
• Improved Software Downloads workflow
• Critical workflow reviews to improve usability
• Content inventory and audit
• Third annual SAP Support Portal Survey
Remote Supportability
• SAProuter usability studies
• Remote Supportability taskforce
Enterprise Support
• Customer role-based offerings
• BusinessObjects checklist of offerings
• Business scenario-based offerings
• Surveys
Customer Communications
• User Group Engagement
• Twitter channel
• SAP Community Network
• SAP Support Portal How-to Videos
SAP Support Customer Experience Twitter
Sample tweets from account
SAP Support
How YOU can get involved:
The Customer Experience team listens, engages, acts and influences based on our customer feedback
Feedback
Please continue to give feedback – directly through the SAP Support Portal
(http://service.sap.com/feedback) and through closed message surveys
Participate in surveys on the SAP Support Portal (second half 2012)
Usability Studies
Sign up for a Usability Study. Send your name, s-user ID, customer number, and
time zone to supportusability@sap.com
For more info, read our Usability FAQ @ http://service.sap.com/usability-faq
SAP Support Portal
Assistance
Sign up for personalized or group demonstrations @ http://service.sap.com/portaldemo
Communications
Connect with us on Twitter!
Watch our how-to videos on YouTube @ http://www.youtube.com/sapsmptv
We want to hear from you, so follow @SAPSupportCE and join in on the conversation!
GETTINGThank
STARTED
you for participating.
Become a Best-Run Business with SAP Enterprise Support
Please provide feedback on this session by
completing a short survey via the event
mobile application.
SESSION CODE:
Learn more year-round at www.asug.com
Agenda
Getting started with SAP Enterprise Support
1 Introduction
2
Getting started
3
Summary
Agenda
Getting started with SAP Enterprise Support
1 Introduction
2
SAP Active Global Support Overview
Getting started
3
Summary
SAP Active Global Support – Overview
Benefit from the strength of a global organization
– SAP AGS – A global support organization...
• With more than 5,900 employees
• Located in 54 countries around the world
• Backed up with 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 AGS supports more than 176,000 customers in more than 120 countries
Agenda
Getting started with SAP Enterprise Support
1
Introduction
2
Getting started
3
Summary
Getting Started With SAP Enterprise Support
Step By Step
1. Engage with SAP Active Global Support
2. Join SAP Enterprise Support Academy
3. Setup Remote Supportability & SAP Solution Manager
4. Establish Customer Center of Expertise
Interact with Customer Interaction Center
Customer Interaction Center
Support Advisory
CQC
SAP Support Backbone
The customer interaction center (CIC) is available 24 x 7 and
provides a central point of contact with queries such as:
- Questions and issues around s-user
- Navigation of SAP Service Marketplace – Support Portal
- Speeding up (acceleration) and escalation of SAP
customer messages
- Entry channel to SAP support advisory center for mission
critical support
Contact the Customer
Interaction Center
Via telephone (or if required
via e-mail):

SAP Note 560499

Support Centers
Via message on
component SV-BO-REQ
For further details, please refer
to:
Customer
Interaction Center
YOU
•
Support
Advisory Center
SAP Active Global Support
Customer Interaction
Brochure
Engage with Support Advisory
Customer Interaction Center
Support Advisory
CQC
SAP Support Backbone
Consistent point of contact:
- Delivers SAP Enterprise Support setup service &
SAP Enterprise Support report
- Guide to request and plan delivery of
continuous quality checks
- Facilitates 7x24 mission-critical support for top
issues
- Regular follow-up information on agreed
actions
Via Customer
Interaction
Center
YOU
+
Additional Information

SAP Enterprise Support
Scope Description

SAP Enterprise Support
Overview

SAP Enterprise Support on
Support Portal
Leverage Continuous Quality Checks
Customer Interaction Center
Support Advisory
CQC
SAP Support Backbone
Continuous Quality Checks (CQC)
- Remote services which help you to reduce technical risks
and outline optimization potentials
- Example: The continuous quality check security optimization
analyzes the security of customers’ SAP system
Benefits:
- Cut down on time and budget for
implementation and innovation
- Improve system performance, availability,
stability and data consistency
+
Additional Information

SAP Enterprise Support
Services

Continuous Quality
Checks Overview
- Proactive hands-on help by SAP
- Comprehensive set of continuous quality checks
available
SAP Support Backbone
Customer Interaction Center
Support Advisory
CQC
SAP Support Backbone
SAP Service Marketplace
SAP Community Network
Central access to services, software
and consulting
SAP's professional social network, comprises
several collaborative communities
SAP Support Portal
SAP Developer Network (SDN)
Business Process Expert (BPX)






SAP Notes Search
SAP Message Wizard
SAP Software Distribution Center
Administration of Remote Connections
License Key & Requests
SAP Service & Software Catalog





http://service.sap.com
For a Personal Demo, please register here:
http://service.sap.com/portaldemo
Discussion forums, blogs & videos
Quick access to expert advise
Online trainings
Software Downloads
Dedicated SAP BusinessObjects sections
http://scn.sap.com
Getting Started With SAP Enterprise Support
Step By Step
1. Engage with SAP Active Global Support
2. Join SAP Enterprise Support Academy
3. Setup Remote Supportability & SAP Solution Manager
4. Establish Customer Center of Expertise
Join SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
The SAP Enterprise Support academy is your collaboration platform that fosters
company-wide enablement on end-to-end operations.
Leverage the flexible learning program of the SAP Enterprise Support
+
Additional Information
academy, including:
 Meet the Expert sessions conducted by SAP experts on SAP

SAP Enterprise Support
Academy

Meet the Expert sessions

Expert-Guided
Implementation

Accelerated Innovation
Enablement
Enterprise Support services and SAP Solution Manager
 Expert-guided implementation services that give you
direct access to an experienced SAP's service engineer
 Accelerated Innovation Enablement sessions to evaluate the
innovation capabilities of enhancement packages for SAP
Business Suite
SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
Solution Lifecycle
Methods & Tools
Best
Practices
library full of
product-,
database- and
operating
system-specific
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,
etc...
which you can
run any time
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
SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
The best practices library is your encyclopedia to product-, database- and operating system-specific how-to
guides. Next to the well-known focus on traditional SAP ERP content,
we have significantly extended the focus to cover SAP BusinessObjects solutions.
Customer
Access
best practices
library
Documents
Examples

Backup and restore for
SAP system landscapes
Scope
Benefits
The best practices library includes a
variety of documents describing
our experience and lessons learned
implementing and operating SAP
Business Suite as well as SAP
BusinessObjects solutions.
 Accessing best practices
documents means access to our
expert’s knowledge

 Accessible 24 hours, 7 days a
week, downloadable at any time
for now or later usage
Installing or migrating
to DB2 V9.1

Tuning best practices for
SAP BusinessObjects
SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
The meet the expert series of the SAP Enterprise Support Academy brings
SAP's engineering competence right to your desk, irrespective of your location.
Benefit of live webinars:
Participant
1-2 hours
live webinar
sessions
SAP expert
 Live webinar includes
Examples
interactive Q&A session with an
 How to get started with
SAP expert
session end
SAPatEnterprise
Support
Scope
Benefits
The portfolio will cover 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 as
Benefit of
recorded
webinars:
 SAP
Solution
Manager
it will allow for questions and
answers.
7.1: Application Lifecycle
 Recordings can be accessed Recorded webinars are stored
Management
through the meet the expert
in the SAP Enterprise Support
archive.
academy to be used on demand
SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
Expert-guided implementations are workshop style sessions* to guide you through technical steps to implement
best practices for operations including basic configuration settings, business process monitoring setup, custom
development management, and more in your own system.
Empowering
1-2 hours
each morning
Execution
2-3 hours on the
same day
Expertise
on demand
during execution
Daily feedback to SAP expert will be the basis
for the next day‘s empowerment
Scope
Benefits
Unique training, practical experience
and expertise on demand, focusing
on application lifecycle management
with SAP Solution Manager and
preparation for self-service delivery
 Direct access to SAP expert
 Direct execution of planned
activities in your SAP landscape
during delivery
 Convenient and safe remote
delivery
Examples
How to get started with
Examples
SAP Enterprise Support



Universe
Optimizations
SAP Solution
Manager
and
Practices
7.1: Best
Application
Lifecycle
Management
Deploying
Remote
Supportability Tools
SAP Enterprise Support Academy
Overview
Best
Practices
Meet the
Expert
Accelerated
Innovation Enablement
Expert-Guided
Implementation
Guided SelfServices
With guided self-services SAP offers customers proven procedures to analyze and optimize their systems. These
procedures are based on the experience of a multitude of service deliveries to thousands of SAP systems.
Self-service
execution via
guided procedures
Examples
Examples
 Business
How to process
get started with
Scope
Improve the most common areas
like system performance, data
volume management, change
management, security
optimization, business process
using guided procedures.
Benefits
improvement
SAP Enterprise Support
 Use them by your own, when
and how often you want
 Data
SAPvolume
Solution Manager
 Guided self-services are
executed via
SAP Solution Manager
management
7.1: Application Lifecycle
Management
 SQL statement tuning

Security optimization
Getting Started With SAP Enterprise Support
Step By Step
1. Engage with SAP Active Global Support
2. Join SAP Enterprise Support Academy
3. Setup Remote Supportability & SAP Solution Manager
4. Establish Customer Center of Expertise
Setup Remote Supportability & SAP Solution Manager
1. Setup
2. Connect Systems
Install and
configure SAP
Solution Manager
3. Define Solution Landscape
Establish remote
connection to SAP
Activate SAP
EarlyWatch Alert on
productive systems
Document
technical
landscape, core
business
processes and
modifications
4. Setup Root Cause Analysis
Enable efficient
root cause
analysis of the
entire landscape
+
Use expert-guided implementation service to accelerate your implementation!
Join the revolution!
Basic
Advanced
Capabilities
Netviewer
SAProuter
Diagnostics

Attended Root Cause Analysis

Service Delivery

Remote Support Component

Screen Sharing

Unattended Root Cause Analysis

Solution Manager

Application Sharing

Remote Connections

System Monitoring

File Sharing

System Analysis
Getting Started With SAP Enterprise Support
Step By Step
1. Engage with SAP Active Global Support
2. Join SAP Enterprise Support Academy
3. Setup Remote Supportability & SAP Solution Manager
4. Establish Customer Center of Expertise
Establish Customer Center of Expertise
Overview
Readiness Checklist
Customer Center of Expertise (Customer COE) drives transparency and integrated quality
management for resolution of critical challenges across SAP solution operations.
Primary Customer COE Functions:
 Contract management, support desk
 Information management, service planning
 Coordination of innovation requests
Primary Certification Process:
 Complete checklist and submit to SAP
 SAP validates, tabulates the score from the checklist
 SAP arranges a mutually agreeable remote call to
discuss the results of the checklist
 Customer is notified of the certification results
Validity of Customer COE Certification:
 Maximum 2 years
 Recertification at least every 2 years
+
Additional Information

Customer Center of
Expertise landing page

FAQ - Customer Center of
Expertise

Customer Center of
Expertise overview
Establish Customer Center of Expertise
Overview
Readiness Checklist
In order to achieve Customer Center of Expertise certification the
following items must be considered:
Set-up and operation of a support desk with a sufficient number of support consultants This is to maximize effectiveness of customer resources to record and execute on reported issues from
identification to resolution
Contract and license processing in conjunction with SAP - ensures the customer is using its
purchased license according to what he has licensed, thus mitigating potential implication of using unauthorized
licenses
Collection and coordination of development requests – enables a process which is built into the
project and operation through the identification of functionality gaps in advance so that the impact on the
productive system is minimized; this also allows the customer to obtain clear guidance from SAP on the
functionality available which avoids development and maintenance costs on redundant custom code objects
Distribution of information – serve as primary contact point for all SAP specific questions, organize access
to SAP information and distribute information to specific target groups (management, end users or project teams).
Initiate Knowledge platforms on SAP topics and information exchange meetings.
Continuous quality check planning - allows the customer to take an active part in leveraging the service
offerings available as part of SAP Enterprise Support, acts as a counterpart for the support advisory center, and
jointly works to maximize value for customer organization
Agenda
Getting started with SAP Enterprise Support
1 Introduction
2
Getting started
3
Summary
Become a Best-Run Business with SAP Enterprise Support
•
Run Better with SAP
–
–
We deliver the
market-leading
enterprise
solutions and the
best businessfocused support, to
help companies
build competitive
advantage now
and in the future.
Lower
Operating
Improve
Reduce
Business
Business
Continuity
Downtime
Lower
SAP Enterprise
Support helps our
customer do what
they do best,
even better!
Costs
Implementation
Costs
Innovate
Faster
2012: Upcoming ASUG SIG Support & Maintenance Webinars
Presenter
Topic
Date
Jamie Bridwell & Neil
Greathead
SAP Enterprise Support: Getting the best out of SAP Support for your Business
Analytics Products
May, TBD
John Mrozek
BI4 Consumer Services Connectivity in WebIntelligence
June, TBD
Vijayakumar
Suthansiran
Overview of SAP GRC Access Control 10.0
June, TBD
Toby Johnston
BI4: Understanding How To Implement Probes & Alerts
July, TBD
Josh Pare
SNC & STS Integration with XI3 & BI4
July, TBD
Aasavari Bhave
SAP BI SDK Best Practices
August, TBD
Jon Addams
BI4 RESTful Web Services & Crystal Reports Javascript API’s
August, TBD
John Leggio & Steve
Nadal
WebIntelligence Integration with Business Planning & Consolidation
September, TBD
Mike Richards
SAP BI4 Integration with Streamworks
September, TBD
Shiva Vishnubatla
BI4 Lifecycle Manager Best Practices
October, TBD
George Pertea
BI4 Data Federator Integration & Root Cause Analysis to Business Warehouse
October, TBD
Thomas Soost
BI4 Peformance For Success – Adaptive Processing Server
November, TBD
Questions
AGENDA
1.Customer Experience Team
2.SAP Enterprise Support
3.Appendix
– SAP Community Network
– Perfect Message
Value of SAP Support – SAP Community Network
Business
Analysts
SAP Community Network






Collaborative Community
SAP Software Downloads
Discussion forums
Quick access to expert advise
Online training
Dedicated SAP BusinessObjects
sections
Developers
Consultants
Integrators
– www.sdn.sap.com –
SAP Community Network
An active online community where cutting-edge technologies converge
to form a resource and collaboration channel for SAP BusinessObjects
developers, consultants, integrators, and business analysts. SCN hosts
a technical library, expert blogs, exclusive downloads and code
samples, an extensive eLearning catalog, and active, moderated
discussion forums.
“The Perfect Message”
 Record only one issue per message per SAP Note 50048
 Identify the impacted installation
 Ensure that installation environment information is complete and up to date
 Document the workflow for the issue, your analysis and SAP Note Search
 Create a “meaningful” short text description of the problem
 Select an appropriate priority level according to SAP Note 67739
 Select the appropriate product component (be as specific as possible)
SAP Notes Search in the SAP Service Marketplace
http://service.sap.com/
When Issues Become More Urgent
What justifies an acceleration?
Regular way:
 Use SAP Service Marketplace as the regular way to contact SAP Support in case of a product error
 If you have special conditions such as SAP MaxAttention you can also get in touch with your named contact
If a problem resolution becomes more urgent, to avoid business impact you can:
 Speed up the message in general
 Raise the message priority (when it is on SAP action)
 See SAP Note # 67739 for more information on priorities of problem messages
What can you do?
Contact SAP’s Global Support Customer Interaction (GSCI)
For local phone numbers and addresses, see:
SAP Note # 560499 or go to http://service.sap.com/supportcenters
Please provide a description of the issue
What can you expect?
SAP takes care of the issue:
 Analysis of reasons
 Analysis of the opportunities to speed up the message
You can also call SAP GSCI if:
 You need additional information on the message
 You need a status of the message
 You need to escalate a message (see next slides)
When Things Go Really Wrong: Message
EscalationWhat justifies an escalation?
For escalation to be justified, a business impact must be provided
Find more information in SAP Note # 90835
What can you do?
Contact SAP’s Global Support Customer Interaction (GSCI)
For local phone numbers and addresses, see
SAP Note # 560499 or go to http://service.sap.com/supportcenters
Please be prepared to provide the following information:
1. Productive system:
 Is the core business severely affected
(financial loss)?
 Is there an extensive manual workaround?
 How many users are affected?
 How long has the problem been going on?
2. Test/development system:
 What project do you plan?
 Live date, product, and release?
Showstopper: yes / no
 How is the go-live date affected?
What can you expect?
SAP takes care of the issue:
 Evaluation and preparation of recommendation for clearing
 Intensified attention
 Additional activity of support resources
 Increased coordination of internal incident handling
 Inclusion of clearing committee
 Involvement of (SAP Support) SAP Development, if needed
 Execution of an action plan
 Frequent feedback
3. Point of contact:
 Work phone number
 Cell phone number
and/or
 E-Mail address
Requesting Escalation of a Customer
Message
•Contact the SAP Global Support Customer Interaction (GSCI) at the
following numbers:
•In USA and Canada:
1-800-677-7271 or 1-866-660-3577 using the option for escalations (option
2)*
 GSCI is available 24 X 7 and operates with a “Follow the Sun” methodology
 The GSCI will gather the business impact and involve necessary teams to assess
the situation
 SAP will either escalate the message or communicate other actions to be taken
NOTE: A Duty Manager is available 24 x 7 for critical situations. You can request
to speak to the Duty Manager, if necessary.
Thank you for participating.
Please provide feedback on this session by
completing a short survey via the event
mobile application.
SESSION CODE:
Learn more year-round at www.asug.com