Session 2603: Session 2603: Leveraging the Content & Value of SAP’s Standard Support Maintenance...

Session 2603:Session 2603: Leveraging the Content & Value of SAP’s Standard Support Maintenance Offering

Ron IannaconeService & Support Product ManagementSAP America, Inc.

SAP America, Inc. 2003, Maintenance Value & Content, Ron Iannacone 2

Topics

New Image of Maintenance

Content & Value of SAP Active Global Support’s Standard Support Maintenance Offering

Identify and reduce risk Minimize total cost of ownership Ensure the value of your solution

Premium Maintenance Offerings & Maintenance Extensions


Maintenance & Support Attributes for Success

Successful Support Offerings Should Include Dynamic and tailored premium support offerings State-of-the-art tools & technology Proactive & reactive services Transparent pricing

Support Organization “Future Trends” Strong relationships with the customer Proactive communication Standardized global support services and procedures More collaboration across multiple vendors and partner channels


Topics






SAP Standard Support Maintenance Offering

Scale of Benefits

Time Extension

SAP SAP Standard Standard SupportSupport

MaxAttention™

Maintenance Extension


Solution evolution and requirements increase rate

of obsolescence and decrease ROI.

Protect and Increase the Protect and Increase the Value your InvestmentValue your Investment

Access to latest functionalityTechnological improvementsLegal & HR complianceOptimal business processes

Protect Investment

Protect Investment

Risk ManagementRisk Management

Minimize Financial Impact of Potential Minimize Financial Impact of Potential ProblemsProblems

Proactive: Avoid problemsReactive: Fast resolution of problems

Core business processes run on a sophisticated solution, malfunctions have a direct impact on business results.

Business Needs

CORE BUSINESSPROCESSES

Min

imiz

e TC

O

Min

imiz

e TC

O

Solution operations and related projects represent

critical cost drivers.

Minimize TCO through Minimize TCO through Operation and Project Operation and Project ExperienceExperience

Tools & InfrastructureMethodologiesContent & InformationInformation networking


Protect investment

Risk Management

Time to Resolve Problems

Probability of Occurrence of a Problem

Minimize Minimize Financial Financial Impact of Impact of Potential Potential ProblemsProblems


CORE BUSINESS

PROCESSES

Min

imiz

e TC

O

Global 24x7 Message Solving

General message solving(Knowledge Database & SAP Support)

Global 24x7 Escalation Channel

Reactive Features

Proactive FeaturesProactive Features

Proactive Services

Monitoring Systems Business Processes

Test Administration and Automation


Minimizing Total Cost of Operations

Tools and

Methodologies

Available Source Code

(incl. maintained function modules)

Access to SAP’s Community

Infrastructure: Central

Administrative Integration

(SAP Solution Manager)

Reduce Total Cost of Ownership Reduce Total Cost of Ownership (TCO)(TCO)

Protect Investment

Risk Management

CORE BUSINESS

PROCESSES

Min

imiz

e TC

O

Min

imiz

e TC

O

Benefit from SAP’s Experience during Benefit from SAP’s Experience during Implementation, Operations and Implementation, Operations and Software Change Management.Software Change Management.


Protecting Your Solution Investment

Time

SAP Software Updates Functional Enhancements Technical Enhancements HR Support Packages

Protect and Enhance the Protect and Enhance the Value of your Investment Value of your Investment Value of

Solution

Return On Return On InvestmentInvestment

Protect Investment

Protect Investment

Risk Management

CORE BUSINESS

PROCESSES

Min

imiz

e TC

O


What You Get with SAP Standard Support - Summary

Protect Investment

Protect Investment


CORE BUSINESS

PROCESSES

Min

imiz

e TC

O

Min

imiz

e TC

O

Proactive Services SAP EarlyWatch® Check SAP GoingLive™ Check,

Functional Upgrade Check, or OS/DB Migration Check

Safeguarding for Upgrades

Testing Administration &Automation

CATT/eCATT Testing Procedures

Message Processing Knowledge Base &

SAP Notes Standard issue resolution

procedures

Priority 1 Handling 24 x 7 Worldwide

message handling Access to escalation

channel

Monitoring for Systems &Core Business Processes

SAP EarlyWatch Alert CCMS Integration SAP Solution Manager

SAP Software Updates New Software Releases & Upgrades R/3 HR & Legal Update Packages Support Packages

Tools & Methodologies SAP Notes Assistant Implementation & Configuration

tools (ASAP, Best Practices, Implementation Guide, Business Configuration Sets)

Infrastructure: Central Administration Integration

SAP Solution Manager with Integrated Help Desk

Available Source Code

Including Maintained Function Modules

Access to the SAP Community

SAP Service Marketplace

Partner Community


Standard Support is Vital to Your Solution

Procuring Standard Support is the best way to take the most advantage of SAP solutions.

Source: Symnetics, August 2002.

Every SAP customer should seriously consider how much potential they are missing out on in terms of system operations, availability and stability, not to mention the reduction in the cost of operations.

We would definitely recommend SAP Active Global Support as a must-contact. They offer much more than just hotline services!

Mr. Hofmann, CIO DirectGroup Bertelsmann

In the service area, especially in the technical service and support areas, SAP is 2-3 years ahead of competition. No competitor will be able to catch up with SAP in the short run.

Erik Keller, Gartner Group

SAP Maintenance is rated with 4.5 from 5 possible points. No other vendor analyzed is rated higher.

The Best ERP Vendor Experience, January 2003


Topics






Tailored Maintenance Offerings from SAP

Scale of Benefits

Time Extension

SAP Standard Support

MaxAttention™MaxAttention™

Maintenance Extension


MaxAttention™ & High Availability Needs

At what point is the survival of

your company at risk?

*source: Eagle Rock Alliance, LTD., 2001; **source: ZDT 2001, March/April, 2001

Cost of oneCost of onehour of downtime hour of downtime

(in $1,000s)(in $1,000s)

% o

f in

terv

iew

ed

co

mp

an

ies

META Group puts downtime costs for the Financial Services industry at $1.6 $1.6 Million Per HourMillion Per Hour

“Delphi… uses just-in-time manufacturing… with vehicle production at GM. It’s not uncommon for major suppliers to agree to “thousand-dollar-a-minute” “thousand-dollar-a-minute” penaltiespenalties should they fail to keep the parts pipeline full…”Gary Robertson, chief technology officer of Delphi Automotive Systems


MaxAttention™ & Solution Sophistication

Widespread Operations Heterogeneous Solutions

Complex Business Processes New Technologies

Different locations Different countries Different languages Different time zones Central vs. distributed

Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions

““You can never be too careful because something will always fail. You can never be too careful because something will always fail. We do hundreds of things at any point in time in various We do hundreds of things at any point in time in various applications.”applications.”CIO from Pershing (a Credit Suisse First Boston company): ZDT01, March/April 2001

BCWeb-Browser

PF1

Catalog

Web Seal

PF2Internet

OCI

PortalZone

ApplicationZone

ContentSecurit y

Zone

PF3 PF4

Internet Sales

BC

eParts

CRM 3.0

MQSI

LDAP

MQSIzentral

CPN

Servicechannels

W AN

DealerManagementMQSI-Client

Replenishment

XML

Web-Catalog

BCBCWeb-Browser

PF1

Catalog

Web Seal

PF2Internet

OCIOCI

PortalZone

ApplicationZone

ContentSecurit y

Zone

PF3 PF4

Internet Sales

BCBC

eParts

CRM 3.0

MQSI

LDAP

MQSIzentral

CPN

Servicechannels

W AN

DealerManagementMQSI-ClientMQSI-Client

Replenishment

XML

Web-Catalog

Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice

Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice


MaxAttention™ ServiceLevel Components

Risk Management

Pro-active avoidance of problems during projects, such as implementation,

upgrade, etc.

Named Contact Person

SAP knows your solution, business and landscape and takes care of issue tracking and service planning

Self Services

Tool and expert support for your own

performance optimization measures

Service Level Agreement

Assured times in case of occurring issues

MaxAttention™ ServiceLevel

Optional Services

e.g. support service

contingent

Total Cost of Ownership (TCO)

Availability

Data consistency

PerformanceMaintainability

For customers who need solution support with enhanced For customers who need solution support with enhanced reactive support including SLAs as as well as extensive reactive support including SLAs as as well as extensive proactive features. MaxAttention ServiceLevel meets proactive features. MaxAttention ServiceLevel meets your business needs.your business needs.


MaxAttention™ OnSite Components

Risk Management

Pro-active avoidance of problems during projects, such as implementation,

upgrade, etc.

Named Contact Person

SAP knows your solution, business and landscape and takes care of issue tracking and service planning

Self Services

Tool and expert support for your own

performance optimization measures

Service Level Agreement

Assured times in case of occurring issues

MaxAttention™ OnSite

Total Cost of Ownership (TCO)

Availability

Data consistency

PerformanceMaintainability

Optional Services

e.g. support service

contingent

On-site Support Consultants

Permament access to experts that transfer knowledge to your staff

Recommended for all customers who need a closer Recommended for all customers who need a closer relationship with SAP expertise.relationship with SAP expertise.


Tailored Maintenance Offerings from SAP

Scale of Benefits

Time Extension

SAP Standard Support

MaxAttention™

Maintenance Maintenance ExtensionExtension


Changes to SAP’s Maintenance Strategy

Key Facts SAP will offer Extended Maintenance for older releases for a limited

period of time, for an additional maintenance fee, after the original standard maintenance period has come to an end

In the future, the Extended Maintenance offering will be applied to other SAP R/3 releases which are currently in the standard maintenance period

Objectives Longer protection of investment More flexibility and planning certainty for upgrade strategy


Standard MaintenanceStandard Maintenance

Extended Maintenance per Release for SAP R/3

1998 1999 2000 2001 2002 2003 2004 2005 2006

4.6B

4.5B

4.0B

3.1I

Enter-prise(Core 4.70)

4.6C

Au

g

Dec

Mar

Mar

4 m

on

ths

May

Jun

May

Dec

DecJu

n

Standard Support MaintenanceRampup

Extension of Standard Maintenance (no extra fee)

Extended Maintenance (+ 2 % additional fee)

Oct

Jun

Jun

Mar

Standard Support Maintenance




Extension of Standard Maintenance

(no extra fee)

Extension of Standard Maintenance

(no extra fee)

Extension of Standard Maint.

(no extra fee)

Standard Support Maintenance Extension of

Standard Maint.(1 year,

no extra fee)

Add.

ext.

Extended

Maint. (+ 2 % add. fee)

Add.

ext.

Extended


Add.

ext.

Extended


Add.

ext.

Extended


Ext

.

Additional extension ofMaintenance (no extra fee)

Jun

Extension of Strd. Maint.(no extra fee)


A Complete Support Solution

SAP Solution ManagementOptimization

Exploit the full potentialof your mySAP.com

solution

SAP Solution ManagementOptimization

Exploit the full potentialof your mySAP.com

solution

SAP SafeguardingManage technical riskand ensure technical

robustness

SAP SafeguardingManage technical riskand ensure technical

robustness

SAP EmpoweringAcquire the right

core competencies to manage your solution

SAP EmpoweringAcquire the right

core competencies to manage your solution

Proactive Support Proactive Support Programs Span the Programs Span the

Entire Life CycleEntire Life Cycle

Secure your Investment, Maximize Secure your Investment, Maximize Value, Reduce Total Cost of Ownership, Value, Reduce Total Cost of Ownership,

& Reduce Risk& Reduce Risk

Tiered Maintenance Tiered Maintenance OfferingsOfferings

SAP Standard SupportKnowledge, tools and support

services covering theentire life cycle

SAP Standard SupportKnowledge, tools and support

services covering theentire life cycle

Premium SupportMaxAttention ™ Onsite

MaxAttention ™ ServiceLevel

Premium SupportMaxAttention ™ Onsite

MaxAttention ™ ServiceLevel

Benefit

Extended Maintenance

Extended Maintenance

Time


Discussion

Additional Information & Discussion SAP Service & Support Info Pods ASUG Maintenance Influence Results –

Tuesday 11AMTuesday 11AMRoom 285Room 285

Visit Support on the SAP Service Marketplace via:www.service.sap.com/Supportwww.service.sap.com/Support

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Session 2603: Session 2603: Leveraging the Content & Value of SAP’s Standard Support Maintenance...

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