Post on 18-Nov-2014
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Introducing the Mission Control Center Accelerate Innovation without Disruption
SAP Active Global Support
© 2013 SAP AG. All rights reserved. 2
Who we are: SAP Active Global Support Customer-centric support
SAP support: 40 years of expertise
Ensuring business continuity
Driving business process improvement
Reducing total cost of operations
Accelerating innovation
6,900+ SAP support engineers
15,000+ SAP developers (as backup)
Global organization
Local organization (54 countries)
24x7 available for our customers
232,000+ customers
130+ countries
A global pool of unique expertise
© 2013 SAP AG. All rights reserved. 3
Evolution of SAP Support From reactive ticket solving to proactive real-time collaboration
Proactive Support
Reactive Support
Support entire Solution
Support Innovation
• Support by
developer
• Fax / Phone
• No tool support
• Product defects
• Remote connection
• Built-in
supportability
(e.g. CCMS / TMS)
• Online service
system
• GoingLive check
• Onsite support
Customer SAP
• SAP Solution
Manager
• SAP Safeguarding
• SAP MaxAttention
Mobile SAP
Components Database Printer
• End-to-End
solution support
• SAP Enterprise
Support
Mission Control
Center
• Real-time
collaboration
• Direct interaction
with experts from
entire SAP
ecosystem
Mission Control Center
© 2013 SAP AG. All rights reserved. 4
Holistic Support The Solid Foundation for Innovation without Disruption
Innovation
Control Center
REAL TIME
ENTERPRISE
ALWAYS ON
ALWAYS
CONNECTED
Operations
Control Center
Orchestration &
Integration Validation
Value Chain Optimization
Build SAP
like a factory
Run SAP
like a factory
Customer
SAP Partner
Customer
SAP Partner
© 2013 SAP AG. All rights reserved. 5
Innovation Control Center and Operation Control Centers with premium access to Mission Control Center
Innovation Control Center
Build SAP Solutions like a factory
• Implement SAP Best Practices with
the Innovation Control Center
• Avoid unnecessary modifications and
interfaces
• Deploy non-disruptive innovation
every six months
Mission Control Center
Enhanced Back Office
Direct access to unmatched
expertise from SAP
Leveraging the entire SAP
ecosystem
Faster issue resolution
Operations Control Center
Run SAP Solutions like a factory
Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of operations
SAP Solution Manager
Customer
SAP Ensure Safety for your End-to-
End Solution with Integration Validation
Validate your solution against
solutions standards
Validate that your solution runs
safely
All exceptions handled
Integration Validation
© 2013 SAP AG. All rights reserved. 6
Innovation Control Center Reduce implementation costs while accelerating innovation
Blueprint Analyzer Landscape Navigator
Issue Dashboard Quality Gate Manager
Customer
© 2013 SAP AG. All rights reserved. 7
Operations Control Center Increase business continuity while optimizing operational costs
Status Core Business Processes Status of Technical Components
Alert Inbox End User Experience Monitoring
Customer
© 2013 SAP AG. All rights reserved. 8
Structure of the Mission Control Center All experts in one place
Mission Control Center
SAP HANA / SAP Mobile
Deployment Support
Provide expertise & knowledge transfer
for the deployment of SAP HANA & SAP Mobile
Orchestration Deployment
Support
Provide expertise & knowledge transfer for
Customer Innovation Control Center (ICC),
Customer Operations Control Center (OCC) and
Integration Validation
Engagement Support Support holistic value realization
of premium engagements
Production Support
(Mission critical support)
Manage emergencies
Support successful Go-Live
Partner Integration Integration of partners into SAP to provide
support for third party products.
Situation rooms at Development
© 2013 SAP AG. All rights reserved. 9
SAP Mission Control Centers Worldwide Highest value of support – 24x7 coverage
MCC EMEA
St.Leon-Rot,
Germany MCC APJ
Beijing,
China
MCC LA
São Paulo,
Brazil
MCC NA
Newtown
Square, USA
© 2013 SAP AG. All rights reserved. 10
Operate Better Operate Better
We know what works and what does not work Because of our unparalleled expertise
40+ years expertise in helping customers to
achieve best-in-class operations
Innovate Better
Build SAP like a factory
With this unique operations’ expertise
we help customers to set the course for
operations during the implementation.
Run SAP like a factory
During operations we already prepare
your landscape to innovate faster.
40+
Implement Better
© 2013 SAP AG. All rights reserved. 11
Innovation Control Center and Operation Control Centers with premium access to Mission Control Center
Innovation Control Center
Build SAP like a factory
Reduce implementation cost
Reduce time to value
Smoothen transition to operations
Avoid unnecessary modifications
Mission Control Center
Enhanced Back Office
Direct access to unmatched
expertise from SAP
Leveraging the entire SAP ecosystem
Faster issue resolution
Operations Control Center
Run SAP like a factory
Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of
operations
SAP Solution Manager
Customer
SAP
© 2013 SAP AG. All rights reserved. 12
Innovation Control Center Reduce implementation costs while accelerating innovation
Goal
Leverage pre-configured best practices to shorten implementation project timelines
Ensure transactional and data consistency via end-to-end integration validation to avoid
business disruption in and during the operations phase
Increase overall testing effectiveness and efficiency
Drive towards zero modification and hence avoid the corresponding build-and-run costs
Blueprint Analyzer Landscape Navigator Issue Dashboard Quality Gate Manager
Customer
© 2013 SAP AG. All rights reserved. 13
Goal
Exception-based operations in order to free up resources
KPI-driven continuous improvement process to better leverage existing SAP assets
Standardize and automate IT operation processes to increase IT efficiency
Seamless integration of the latest SAP innovation into your IT operations
Operations Control Center Increase business continuity while optimizing operational costs
Status Core Business Processes Status of Technical Components Alert Inbox End User Experience Monitoring
Customer
© 2013 SAP AG. All rights reserved. 14
Goal
Guaranteed response times (service level agreement)
Personalized coordinator for mission critical situations (premium mission critical support)
24/7 direct remote access to a dedicated support contact (on-call duty)
Remote access to SAP support experts and developers globally (expertise on-demand)
Mission Control Center Supports your innovation and operations control center to maximize impact
SAP Mission
Control Center
SAP Center of Expertise SAP Development
SAP