of 30
Partner Center of Expertise [PCoE]
Certification Program for VAR
Partners
SAP Channel PartnerEdge
SAP Business All-in-One & SAP BusinessObjects
SAP Partner Service Delivery
SAP Ecosystem & Channels
Stefanie Rindt
February 1, 2011
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
Partner Center of Expertise
New Support Certification Program
SAP 2010/ Page 4
CERTIFICATION OF THE
PARTNER CENTER OF
EXPERTISE
People.
Processes.
Infrastructure.
YESTERDAY
CERTIFICATION OF
THE INDIVIDUAL
TODAY
Certified SAP
Support Consultant
SAP is introducing a new support center certification which covers the entire partner support organization including support staff, support processes and
infrastructure
PCoE Certification is a mandatory pre-requisite for the support authorization of the channel partner in order to deliver first line support
What is Partner Center of Expertise [PCoE]?
SAP 2010/ Page 5
Partner Center of Expertise PCoE
Is the support organization within the Channel Partner company responsible for service and support of indirect customers SAP-centric solutions
Is handling customers support requests in accordance with SAPs standards (current technical and organizational)
Includes qualified support staff and technical infrastructure
Delivers continuity and maintainability of the business processes, applications, and systems
Partner COE certificate = People Certification + Operational SAP Solution Manager +
Successful Audit
Partner Center of Expertise Certification
Overview
SAP 2010/ Page 6
Summary
Certification validates that the Channel Partners support organization fulfills the minimum requirements needed to provide high quality support services to your customers
During the audit, SAP verifies if defined procedures, guidelines, and templates for support operations are available and comply with SAP support standards
PCoE Certification will be a key differentiator in the marketplace and will allow Channel Partners to advertise their support organization as "certified by SAP" providing a highly
marketable asset to your company
Requirements
Channel Partner fulfills the requirements of SAP Enterprise Support in accordance with the SAP support model and is the primary support provider for SAP software
Your support team should be familiar with general support operations and should have the latest qualifications
You should provide a solid foundational infrastructure, SAP Solution Manager, for end-to-end interaction with customers and SAP
Get certified now as Partner Center of Expertise !
Partner Center of Expertise
Certification Process Highlevel Overview
Partner
SAP
SAP
PartnerEdge
Channel
Agreement
Exhibit 4.x
E-Learning
Curriculum
Prerequisites Support Consultant Certification Organizational Certification
On-The-Job
Enablement
Sessions
Online
Certification
Check List
Remote
Audit
PCoE
Certificate
Enablement
Sessions
CertificationCertification
Check List
On-The-Job
Enablement
Sessions
Audit
SAP 2010/ Page 7
Setting up a
PCoE Partner Guide
Partner Center of Expertise
Certification Criteria and Program in a nutshell
Certification
Target group New and former certified partner
Prerequisite SAP Solution Manager (latest SP -3, min. SP23)
At least 2* certified SAP Support Consultants for SAP Business All-in-One and/or SAP
BusinessObjects (C_PXSUP, C_PXSUP_90, C_BOSUP_90)
SAP Certified Application Associate Consultant or SAP Certified Professional Consultant (SAP
Business Objects) or at least two years consulting experience
Certification Criteria Validation of basic support functions**
Support Desk (Support Center)
SAP Solution Manager
Incident Management (Service Desk)
Maintenance Management (Maintenance Optimizer)
System Monitoring (SAP EarlyWatch Alert)
Remote connection
Information Management
Service Planning
Check list Online download from SAP Service Marketplace
Audit Remote
Cost Free of charge (for remote audit)
Certification Local
Award Paper certificate Partner Center of Expertise
Validity of Certificate 2 years (re-certification at least every two years)
* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details
* *Outlined in SAP Channel PartnerEdge Agreement Exhibit 4.x SAP 2010/ Page 8
Take advantage of assistance from your Partner Services Advisor (PSA). Your PSA can
provide you with valuable guidance on your path to support excellence.
As a Partner: What You Need to Do...
Manage the Readiness of Your Support Delivery
Understand
Deliverables
1Get Your
People Enabled
2Get Support
Infrastructure in
Place
3Establish Your
Partner CoE
4
Understand deliverables and
value of new tiered
support model (SAP
Enterprise Support
and SAP Standard
Support)
Certify your support consultants and
enable your sales
staff
SAP Solution Manager, enterprise edition (free
license)
SAP Solution Manager Service-Desk
Going-Live Check (free of charge)
Establish your Partner CoE and
achieve support
certification, both of
which are pre-
requisites for
support
authorization to
provide VAR
delivered support
Your clear path to support excellence.
SAP provides all the guidance and information needed for your organization to quickly pass the
certification process.
Deliver Support
Excellence
5
Re-certification required every two
years
SAP 2010 / Page 9
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
SAP 2010 / Page 11
Dedicated Support Hotline
A dedicated support hotline should be a singular set of numbers available for use 7x24. It is recommended to have phone routing
capabilities or voice mail as an alternative.
Remote Connection
Being a mandatory requirement, Partner should ensure that compliance for remote connectivity is generally high within its
customer base and its own support infrastructure. An 85% compliance target is recommended.
Test Systems
Test systems should be available for all products/releases used by the customer base. These should have remote connection
established with SAP.
Support Staff
Support staff should be available full time and should be able to show competencies and skills through experience and continuing
education. Partner Support Organization has minimum of 2* product-trained (SAP Education certification or at least two [2] years
experience), and certified SAP Support Consultants.
Set up Partner Support Infrastructure
Test
System
Remote
Connectivity
Support
StaffHotline
* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details
SAP 2010 / Page 12
Initial Assessment
In preparation for SAP Enterprise Support, especially for the delivery of Technical Quality Check delivery with SAP Solution
Manager, the VAR should perform one remote setup service (Initial Assessment) for the customer solution. The data collectedduring this setup service shall be validated by the customer and VAR once every year.
SAP EarlyWatch Alert
All productive customer systems should have SAP EarlyWatch Alert [EWA] data sent to VAR Solution Manager. It should then
be processed by the VAR on a quarterly basis (i.e. once per quarter). In cases where the EWA results in a red rating, then
additional reviews will be necessary.
Incident Management
For VARs it is highly recommended to use the SAP Solution Manager Service Desk for Service Providers for handling the incident
management process. It helps customers and partners to accelerate the resolution of support incidents, minimize negative
business impacts, and gain 100% transparency on issues and challenges.
Solution Documentation
Document technical landscape, business process, and custom codes to prevent critical issues. Thus Project information can be
used for ongoing maintenance and improvement. Also, documenting and optimizing custom codes could potentially prevent loss of customizing data and performance.
Set up SAP Solution Manager
1/2
Initial Assessment
SAP EarlyWatch
Alert
Maintenance
Optimizer &
Certificate
SAP Solution
Manager Scenarios
Incident Handling
System
Solution
Documentation
SAP 2010 / Page 13
Maintenance Optimizer &Certificate
The Maintenance Optimizer should be operational to ensure a consistent management of all software and configuration updates
and changes on VAR and customer systems. The automatic distribution of the Maintenance Certificate for customers via the SAP
Solution Manager system and Optimizer improves the quality of your customers SAP solutions by preventing patches from being deployed to the wrong system accidentally.
Set up SAP Solution Manager
2/2
Initial Assessment
SAP EarlyWatch
Alert
Maintenance
Optimizer &
Certificate
SAP Solution
Manager Scenarios
Incident Handling
System
Solution
Documentation
NOTE: Depending on the supported solution the usage of the listed Solution Manager scenarios can differ. Please
contact your Partner Services Advisor for more details.
SAP 2010 / Page 14
Incident Handling
Support processes should exist, is used with day-to-day operations, and should be documented clearly and in line with the
incident management system.
Handling Complaints and Escalations
Similar to complaints, escalations should have clear ownership for resolution, identified action plans, and constant monitoring and
communication until its resolution. In cases where SAP becomes involved it is also a necessary requirement to have remote
connectivity available to ensure that assistance can be provided by the SAP Support network globally and around the clock.
Set up Partner Support Processes
Handling Complaints
and Escalations
Incident
Handling
SAP 2010 / Page 15
Set up Marketing & Communications
SAP Communication
Presentation
of Support
Presentation of Support
A support-specific presentation material should exist and is actively used for both prospects and customers. It should have
comprehensive information on support offerings, support processes, infrastructure, as well as contact methods.
SAP Communication
VARs should always be kept abreast of any new strategies, offerings, and events within the SAP community. Thus, a VAR should
have regular and ongoing communication with their different interfaces to SAP. These regular contact points are the SAP Channel
Manager and the SAP Partner Services Advisor .
SAP 2010 / Page 16
Set up Continuous Improvement Processes
Feedback
Gathering
Support
Reporting
Service
Improvement
Support Reporting
Reporting on support process compliance as well as support performance should be generated on a regular basis and should be
available for support staff, customers, and management.
Support reports should be aligned with support-specific targets and contractual commitments.
Feedback Gathering
Have regular meetings with support staff to discuss experiences, issues, action items, and ongoing performance. All meetings
should be properly documented and reviewed. Also, regular survey sessions should be conducted with customers at least on an
annual basis. Feedback should be requested for relevant factors such as efficiency, solution quality, staff competence and
behavior.
Service Improvement
There should be options available for process improvement that are regularly reviewed and discussed with relevant parties. This
should generally be spearheaded by Support Management.
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
Certification Engagement Procedure
5 steps
Checklist
Checklist can be
downloaded from
SAP Service
Marketplace
Checklist has to be
completed, with
attachments when
necessary.
Return checklist to
SAP via a customer
message from
partner Solution
Manager under
component SV-BO-REQ with subject Request Partner COE Certification
Assessment
SAP receives Checklist
from Partner
SAP (via point-system)
determines Partner
compliance scale.
Partners not meeting
minimum requirements
receive a detailed
Assessment Report with
recommendations for
improvements.
Partner meeting
minimum requirements
receive an invite letter
for remote audit.
Partner fails Assessment
twice, fails certification.
Preparation
Partner receives letter /
Assessment Report
With Invite
Partner schedules
remote audit with SAP
and prepares team for
audit session.
SAP sent meeting
request and audit
agenda.
With Assessment Report
Partner reviews
recommendations and
applies improvements.
Notifies SAP of
completion and returns
to Assessment phase.
Audit
SAP conducts
introductory
session on PCoE
requirements
Interviews made
with key support
personnel and/or
customer.
Discussions and
clarifications of
support processes,
offerings, roles,
tools, and
procedures.
Demonstration of
key applications
and SAP Solution
Manager
Certification Report
drafted and
submitted to judging
personnel
Review of critical
areas with decision
to award or fail.
Partner notified via
email cced to
relevant SAP
contacts.
Soft copy of
Certification report
sent via email
PCoE certificate
signed by SAP and
sent to Partner
Judging
PCoE Audit Agenda
SAP 2010 / Page 19
Time Agenda Participant
30 Introduction to Support Certification SAP
30 Presentation of Support Services1
60 Presentation of Problem Reporting Tool2
break
45 Interview, Support Manager3 SAP, VAR Support Manager
15 Interview, Support Staff (Helpdesk)4 SAP, VAR Support Staff
break
20 Interview, Support Staff (Technical)5 SAP, VAR Support Staff
20 Interview, Support Staff (Functional)6 SAP, VAR Support Staff
30 Systems Check & Testing7 SAP, VAR Support Staff
45 Summary & Evaluation SAP,
1 intro, how VAR provides services to prospects, customers2 problem creation, message processing, forwarding to SAP, reporting facilities, maintenance, backup procedures3 team KPIs, resources, training, PSA, escalation,4 if VAR has a call center or separate dispatcher5 what happens on very high situations, EWA, MOPZ demo,6 demo, process, KPI, 7 SAP Solution Manager, Test Systems, Remote Connection
Plus 30 Customer Interview (appointment set up by VAR) SAP,
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
Completing the PCoE Checklist
Walk Through
SAP 2010 / Page 21
BEST PRACTICES
Ensure you have
Implemented ALL requirements, incl. SAP EarlyWatch Alert, test systems on partner side, and remote connections between all parties [SAP, Customer, VAR]
Filled in ALL fields of the checklist
Provided ALL supporting documentation with the PCoE request [ticket to SAP]
Submitting the PCoE Checklist
https://service.sap.com/~sapidb/011000358700001045832010E
Prerequisites for your SAP Solution Manager
Create a solution in your productive SAP Solution Manager
Prepare your productive SAP Solution Manager for the Remote Audit Service Delivery: Have remote connection for your productive SAP Solution Manager system
Activate SAP Early Watch Alert on your SAP Solution Manager system (Please refer to note 1257308)
Implement SAP Note 1172939
Provide name of the solution and solution landscape description in which your productive Solution Manager system is included and which SAP should use for service delivery
Register your solution at SAP
Sending the PCoE Checklist
Open a customer message from partner SAP Solution Manager under component SV-BO-REQ with subject Request Partner COE Certification
Attach completed PCoE Checklist with all relevant documentation
Send message to SAP
SAP 2010 / Page 22
1. Overview PCoE Certification for VARs
2. Prepare for Support Certification Set up Partner Support Infrastructure
Set up SAP Solution Manager
Set up Partner Support Processes
Set up Marketing & Communications
Set up Continuous Improvement Processes
3. PCoE Audit Process
4. Completing the PCoE Checklist
5. Find Information and Enablement
Agenda
On The Job Enablement Sessions
for SAP Solution Manager
SAP Solution Manager
Essentials for VARs
General Introduction
SAP Solution Manager
Start with eLearning for
SAP BAiO and/or BOBJ
Support Consultant
Level 1
4 Technical 1 hour
Preparation for installing
Solution Manager -
Prerequisites, Tips & Tricks,
Best Practices
3 Business 1 hour
SAP Solution Manager
Maintenance Optimizer Introduction
5 Business 1 hour
Introduction to SAP Solution
Manager Service Desk Functional Overview
1 Business 1 hour
SAP Solution Manager
Enterprise Edition
6 Technical 1 hour
Master Data Concept within
SAP Solution Manager
Service Desk
7 Technical 1 hour
SAP Solution Manager
Service Desk VAR Scenario Configuration Part I
8 Technical 1 hour
SAP Solution Manager
Service Desk VAR ScenarioConfiguration Part II
Goto http://channel.sap.com Education SAP Business All-in-One or SAP BusinessObjects Role-based Training Support Consultant On-The-Job Enablement for SAP Solution Manager
Service Desk Advanced
10 Technical 1 hour
SAP Solution Manager
Service Desk Action andConfiguration
11 Technical 1 hour
SAP Solution Manager
Service Desk Organizational model/
Support team set-up
2 Technical 1 hour
New Functions for VARs
within Solution Manager
SP23
9 Technical 1 hour
Solution Documentation for
VARs - Basic Requirements
12 Technical 1 hour
SAP Solution Manager
Service Desk ServiceContracts and Service Level
Agreements
SAP 2010 / Page 24
On The Job Enablement Sessions
for Enterprise Support
Support Processes,
Services & InfrastructureGeneral Introduction
Enterprise Support
1 Business 1 hour
SAP Enterprise Support
for VARs Introduction andHigh Level Overview of SAP
Enterprise Support
2 Business 1 hour
SAP Enterprise Support for
VARs Partner Enablement
3 Business 1 hour
SAP Enterprise Support
for VARs High LevelIntroduction into Run SAP
Methodology
4 Business 1 hour
SAP Enterprise Support
for VARs How to set up aSupport Centre
5 Technical 1 hour
SAP Enterprise Support
for VARs Mission CriticalSupport
6 Technical 1 hour
SAP Enterprise Support for
VARs Mission CriticalSupport Prerequisite I:
SAP Early Watch Alert
8 Business 1 hour
SAP Enterprise Support for
VARs Proactive andReactive Remote Service
Portfolio
7 Technical 1 hour
SAP Enterprise Support for
VARs Mission CriticalSupport Prerequisites II:
Setup Service
General Introduction
Standard Support
9 Business 1 hour
Standard Support Option for
VARs Requirements and Processes
Goto http://channel.sap.com Education SAP Business All-in-One or SAP BusinessObjects Role-based Training Support Consultant On-The-Job Enablement for Enterprise Support
Direct access to partner
enablement calendar
SAP 2010 / Page 25
SAP 2010 / Page 26
Assets & Guides on SAP Portals
Channel Partner Portal & SAP Service Marketplace
SAP Service Marketplace
Information on Support Infrastructure and PCoE
Technical information and assets
PCoE Audit & Process
System Administrator and Support Consultants
INTENTION
KIND OF INFORMATION
TARGET OF INFORMATION
Channel Partner Portal
Information about thesupport offerings & models
Technical & Sales Information
All
INTENTION
KIND OF INFORMATION
TARGET OF INFORMATION
SAP 2010 / Page 27
SAP Solution Manager on SAP Support Portal
at http://service.sap.com/var-partner
You will find more information on SAP Solution Manager and support processes at http://service.sap.com/var-partner
This information will be continuously updated and extended.
Getting Started for VARs
SAP Solution Manager Setup for VARs
Setup-, Training-, and HowTo Documents for VARs
Partner Center of Expertise Certification Program
Expert Guided Implementation workshop Calendar
SAP GoingLive Check for VAR Service Desk - Detailed Approach
SAP 2009 / Page 28
Thank you!
For Distribution -SAP & SAP Partner Internal Use Only
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SAP 2010 / Page 29
SAP 2010/ Page 30
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