SAP Enterprise Support

Transcrição

Support für Cloud und hybride Szenarien
Waldemar Befort, SAP Global Service & Support
15. September 2015
Agenda
1.
Motivation und Hintergrund
2.
SAP Enterprise Support - Cloud Edition
3.
Umfang und angebotene Services
4.
Kundenbeispiel
© 2015 SAP AG. All rights reserved.
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Agenda
1.
2.
3.
4.
Kundenbeispiel
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A World of Change – A Digital World
Mobile
Cloud
There are now more
mobile devices on earth
than there are people
Cloud computing will
become the bulk of new
IT spend by 2016
Social
Big data
More than one billion
people are actively
engaged in social networks
50 billion devices will be
capable of connecting to
the Internet, resulting in an
explosion in the amount of data
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SAP Cloud Portfolio
SOCIAL PEOPLE TO PEOPLE COLLABORATION
LINE OF BUSINESS CLOUD APPLICATIONS
MANAGED CLOUD
Business Suite
NetWeaver BW
Powered by SAP HANA
PEOPLE
CUSTOMER
MONEY
SAP S/4 HANA - Cloud Edition
SUPPLIER
CLOUD MARKETPLACE
CUSTOMER
APPS
PARTNER/
ISV APPS
BUSINESS NETWORK BUSINESS TO BUSINESS COLLABORATION
SAP HANA CLOUD PLATFORM
Application Development | Integration | Database and Analytics | Foundation
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Agenda
1.
2.
3.
4.
Kundenbeispiel
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Evolution of SAP Support
From a reactive mode to a proactive enabler of business success
Value of
Support
Integrated
Support
Accelerated
Innovation
(SAP ONE Support
program)
Continuous
Improvement
Mission Critical
Support
and Performance
Total Cost
of Operations
Hybrid
OnPremi
s
Cloud
Cloud and On-Premise
2015+
Time
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SAP Support Is Much More Than a Help Desk
Key elements of innovative support…
Mission Critical
Support
Rely on business continuity
Empowerment
Collaboration
Empower your people
Engage with experts
 Get relief from critical situations
through round-the-clock
production-down support
 Build the skills that build value
to increase IT efficiency
 Quickly identify and resolve
issues
 Focus more of your energies
on business innovations
 Higher reliability
 Reduce operational costs
 Benefit from a proactive
engagement to run at peak
performance
 Get advice on how to best use
available resources and avoid
unnecessary efforts
Innovation &
Value Realization
Realize value and innovate faster
 Unlock the business value
of existing investments
 Introduce new innovations
in a swift manner that helps
minimize risk
 Access support experts when
needed to help ensure positive
business outcomes
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SAP Enterprise Support 2015+
Delivering ONE customer support experience across On-Premise and Cloud
Mission Critical Support
Empowerment
Collaboration
Innovation & Value Realization
Customer
SAP
SF
SAP
SAP
On-Premise
Solutions
Cloud
Solutions
Business
ByDesign
Cloud
for Customer
SAP ByD
…
SAP C4C
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SAP ONE Support Program Achievements 2014 and Outlook 2015+
Already achieved or in the
last stage of completion
On-Premise
and Cloud
One
Web Access
One
Support Portfolio
One
Support Delivery
One End-to-End (E2E)
Lifecycle Management
available
 One integrated access point for all support
inquiries globally (CALL-1-SAP)
 Pilot version of SAP ONE Support Launchpad
 Initial set of SAP Enterprise Support services
for hybrid deployments, ESR
 Aligned and integrated incident mgmt.
 One harmonized escalation process
 On-premise/Hybrid lifecycle
management scenarios powered by
SAP Solution Manager (7.1 SP12)
planned
 SuccessFactors support portal is
merged into the SAP ONE Support portal,
other support portals to follow
 Full portfolio of proactive services in the
baseline support offering SAP Enterprise
Support, i.e. EWA, Remote Checks
 All customer incident management of SAP
support will be merged into a single
backend system
 More on premise / hybrid lifecycle
management scenarios powered by SAP
Solution Manager (7.1 SP13+ / 7.2) and
additional Value Realization tools
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SAP Preferred Care and SAP Enterprise Support Cloud Edition
Preferred Care
Enhanced level of support
Preferred Care
 Includes everything in SAP Enterprise Support
 Assigned Customer Success Manager with greater time
commitment to customer
SAP Enterprise Support – Cloud Edition
Cloud Edition
 CSM’s will be functionally deeper and more technical
 Foundation support offering included in every subscription
 CSM’s will be provided a substantial backbone in the Mission
Control Centers (MCC) and On Demand expertise
 Large Investment for all cloud customers to be upgraded
from Standard to Enterprise Support
 Priority Handling & Enhanced service levels for response and
resolution targets
 Proactive and preventive support from day one covering
the complete lifecycle
 Weekly case reviews with escalation point of contact
 Builds on mission-critical support, empowerment,
collaboration plus innovation and value Realization
 Cycle, go live and integration support
 Smooth integration of cloud solutions and end-to-end
supportability of hybrid landscapes
 Guidance for release optimization and testing best practices
Foundation support offering
 Phone, chat and web support for configuration
issues and product defects
 Individualized System Administrator training content
 Consultative guidance by Product Expert on Demand
 Governance and Quarterly Support Scorecard
 Access to Value & Adoption resources and content
 24x7 Support for all Very High & High incidents
 Access to Technical Services to do minor configuration
 Global 24x7 root cause analysis
 One annual test environment refresh
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Agenda
1.
2.
3.
4.
Kundenbeispiel
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SuccessFactors and SAP HCM
Thousands of customers consuming / implementing Cloud only & Hybrid services
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SuccessFactors and SAP ERP Integration
Three Ways to your Cloud
Full Cloud HCM
Talent Hybrid
“… run all people
management applications in
the cloud.
“… run talent solutions in the
cloud while keeping employee
administration On-Premise.
Side-By-Side HCM
More Information you will find on
the Service Market Place
“… adopt SuccessFactors Employee Central as the cloud- based
Core HR system for a subset of employees while retaining SAP
ERP HCM as the Core HR system for another subset of
employees.
help.sap.com/cloud4hr
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SAP Enterprise Support “Cloud & Hybrid Value Map”
Find the best way from point A to point B!
A unique navigation system for maximizing success now available for SuccessFactors
https://support.sap.com/valuemaps
X
•
SAP JAM for “Cloud & Hybrid
Value Map: <link>
•
Academy Schedule: <link>
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SAP Enterprise Support “Cloud & Hybrid Value Map”
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Value Map Project Scope
Each objective delivers significant value & benefit through a bundle of interdependent service assets
1. Security and privacy
1.
2.
MTE: Security and privacy in
SAP cloud operations
MTE: Web-based SSO for
Cloud Solutions: Overview
3. Integration Methodology
1.
2.
3.
2. Value, roadmap and
recommendation
MTE: Overview of Integration
Platforms for SuccessFactors
1.
MTE: Integration Solution Advisor
Methodology (ISAM)
MTE: SuccessFactors
Employee Central: LOB value
2.
MTE: SuccessFactors Integration
Overview: Employee Central
MTE: SuccessFactors
Recruiting: LOB value
3.
MTE: Successfactors Learning
Management Solutions (LMS):
LOB value
4.
MTE: SuccessFactors Integration
Overview: Talent Hybrid
5.
MTE: Cloud Integration: Connecting
Both Worlds
1.
MTE: Enterprise Support Cloud &
Hybrid Edition - Getting Started
6.
MTE: Success Factors Integration
Monitoring via Dell Boomi
2.
MTE: Get a Head Start in the Cloud:
Cloud Computing Fundamentals
7.
3.
MTE: Holistic IT Management for
Hybrid Solution
MTE: Hybrid Integrations Overview
(between SAP HCM and SF
Modules)
4.
MTE: SuccessFactors Meta Data
Framework (MDF) Overview
8.
5.
MTE: Overview of Integration
Platforms for SuccessFactors
MTE: Full Cloud and Side by Side
Integrations Overview (between SF
EC and SAP ERP)
6.
MTE “Extend existing business
processes using SFSF Cloud &
Hybrid”
10.
MTE: Full Cloud Integrations and
Side by Side technical deep dive
7.
MTE: SuccessFactors Employee
Central: LOB value
11.
MTE: Cloud Integration best practices
8.
MTE: SuccessFactors Recruiting:
LOB value
9.
MTE: Successfactors Learning
Management Solutions (LMS): LOB
value
10.
MTE: Integration Solution Advisor
Methodology (ISAM)
9.
MTE: Hybrid Integrations technical
deep dive
MTE: Meet the Expert EGI: Expert Guided Implementation
4. Plan the extension of
business scenarios
4.
MTE: Extend existing business
processes using SFSF Cloud &
Hybrid
6. Project Management for
business scenario
implementation
1.
MTE: SAP Launch:
Implementation Methodology for
Cloud Solutions
2.
MTE: SuccessFactors
Integration: Customer Go-Live
Best Practices
3.
5. Employee data migration
1.
MTE: SFSF - Basic Employee
Data Transfer
2.
MTE: Transfer of Employee
Data from SuccessFactors
Onboarding to SAP ERP HCM
3.
EGI: SFSF - Basic Employee
Data Transfer
MTE: Plan implementation of
SFSSF Cloud & Hybrid
scenarios within budget, time
and quality
7. Go live analysis and
verification
1.
CQC for Implementation
(GoingLive Analysis)
2.
CQC for GoingLive Support
3.
MTE: SuccessFactors
Integration: Customer GoLive
Best Practices
8. Monitor & optimize the
business outcomes
1.
CQC EarlyWatch Check
(GoingLive Verification)
2.
MTE: SuccessFactors
Customer Performance Metrics
3.
EGI: End User Experience
Monitoring, reporting and
analysis
4.
SAP Enterprise Support Report
Cloud Edition for
SuccessFactors
9. End to end incident &
escalation management
1.
MTE: Implement end to end
incident and escalation
management processes
2.
MTE: Best Practices for a
Success Factors Admin User
CQC: Continuous Quality Check
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Cloud customer organization
As foundation to design the Cloud & Hybrid Value Map
•
•
•
•
•
•
•
•
•
1
Configure content and processes (technical)
Run the processes efficiently
Enable end users and key user (LoB)
Implement smooth integrations
Monitor and troubleshoot
Evaluate the requirements, cost, risks
Develop project plan
Coordinate and govern project activities
Positively influence the outcome of the
projects
Key User
IT1
Business
Process
Owner
PMO
(LoB &
IT)
Decision
Maker
(LoB
Head &
CIO)
SAP cloud operations (cloud only), Customer IT, or CCOE (hybrid and on-premise)
• Understand, define, and enhance the
business process (functional)
• Monitor the business outcomes
• Enable end users and business users in
your LoB
• Discover the value of business scenarios
• Make subscription (software + service
delivery + support ) decisions
PMO: Project Management Office
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Thank You for Calling SAP Active Global Support…
CALL-1-SAP
1
2
3
ABC
DEF
4
5
6
GHI
JKL
MNO
From Australia:
0011800 2255 1727* or
+61 871001324
 Call our global toll-free telephone number
for contacting SAP support
 accessible in most countries through
landline phones and some mobile providers
 Access to service menu to select a specific
product area you require
7
PQRS
Language
8
TUV
Repeat
*
9
WXYZ
0
+
Please start using this number today and enjoy an easier way to contact SAP support!
*) Access the CALL-1-SAP country list to see how the new number would be accessible from your country; In some countries use of mobile / VOIP connections might not be supported
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Important service assets:
SAP Enterprise Support Report Cloud Edition for SuccessFactors
Goal
To provide a holistic overview of the SAP Cloud solution and its support status
during customer’s subscription.
Available now:
 Enterprise Support Report Cloud Edition for SuccessFactors
 Focus on incidents overview by product, priority, processing time, customer satisfaction,
SLA, resolution rate, escalations etc.)
Planned Next:
 To integrate all SAP Cloud products into Enterprise Support Report Cloud Edition
 To extend the Cloud Report content (Maintenance overview – planned/ unplanned,
license and usage Information, system availability and response time statistics etc.)
 To integrate the report content into a dashboard also accessible by customers.
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SAP Enterprise Support Advisory Council 2015
ESAC
Your channel to drive the evolution of SAP Enterprise Support
SAP Enterprise Support Advisory Council 2015
SAP HANA
innovations
 SAP S/4HANA
(on-premise)
 SAP Simple Finance
with simple
accounting, cash
management and
integrated planning
SAP Mobile
innovations
 HANA Cloud
Platform mobile
services
 Mobilizing SAP Fiori
 Mobile Platform
Upgrade
SAP Cloud
innovations
 Software as a
Service
 SAP Enterprise
Support assets for
SuccessFactor and
other Cloud
Solutions
Value for business
decision makers
 Realization and
transparency of core
business process
improvement
 Innovation prediction
and Business
Scenario
Recommendation
service
User
Experience
 Define & Execute
Customer UX
Strategy
Project-based
innovations
 SAP Enterprise
Support as a Service
 [To be launched]
 Increase Customer
UX Maturity
 Adopt SAP UX
Innovations like SAP
Fiori & SAP Screen
Personas
 SAP Enterprise
Support Opportunity
Report
Link: http://www.sapsupport.info/support-innovations/esac
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Agenda
1.
2.
3.
4.
Kundenbeispiel
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Enterprise Compensation Management Process
Customer X
SAP ERP
PI
Flat
File
Yearly setup of SAP ECM process customizing
Upload of Performance rating data to Infotype 0024
SAP SuccessFactors
IDoc
SAP EP
RFC
Compensation Specialists communicates
compensation guidelines
Line Manager starts compensation review and
planning process
–> Creation of Infotype 0759
Rejection
Line Managers submits compensation
adjustments for approval
Preparation of compensation planning records
(IT 0758) based on guidelines and eligibility rules
(incl. Exception handling by Infotype 0760)
Approval
HR Business Partner can consolidate and validate
planned review
Performance Management Process Operations
Review manager approves or rejects the salary
review
Compensation Specialist obtains final approval
from the business
Update of payroll data (IT0008)
RFC
IDoc
SAP ERP Payroll Systems
Payroll Processing
Compensation Specialist effects adjustment in pay
Compensation Specialist communicates salary
adjustment to line manger
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Proactive engagement using individual service based delivery
Customer Example
GoLive
Start of Project
SAP Business
Scenario
Recommendations for
Cloud (MTE)
SAP Cloud
Integration
Overview (MTE)
Plan/ Evaluation- Solution Design
SAP Cloud Business
Value Discovery (MTE)
Data Extraction,
Load &
Transformation
(ETL) (MTE)
Handover to Production
CQC for
Implementation
(Analysis and
Verification)
Build- Integration Testing and Go Live
Go-live Best
Practices (MTE)
End of Project
End User Experience
Monitoring (MTE)
PI Monitoring (EGI)
Run- Post Go Live Support
Innovate
Operate & Optimize
Release Cycle
Rollout
(Report/MTE)
CQC GoingLive
Support
SAP Cloud Project
Best Practices (MTE)
CQC Interface
Management
MTE: Meet the Expert EGI: Expert Guided Implementation
CQC Business
Process
Performance
Optimization
EarlyWatch Check
(EWC)
CQC: Continuous Quality Check
* SAP Enterprise Support offerings on SuccessFactors are exhaustive; shown here is a typical recommended support plan for the most common requirements.
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SAP Enterprise Support Cloud Edition
Summary
 Foundation support offering included in every subscription
 Proactive and preventive support from day one covering
the complete lifecycle
 Builds on mission-critical support, empowerment,
collaboration plus innovation and value Realization
 SAP Support Services along the project milestones
Cloud Edition
ONE Support
 Early and proactive identification of technical risks
and definition of mitigation measures
 Support with operations best practices to ensure
smooth solution operations
 E2E support engagement in case of hybrid landscapes
 24x7 Support for all Very High & High incidents
 SAP Enterprise Support Value Maps are THE platform to
learn from experts as well as collaborate with peers on
innovative topics.
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SAP ENTERPRISE SUPPORT
Your delivery and engagement channels in 2015 - Stay Connected
https://support.sap.com/valuemaps
•
SAP JAM for “Cloud & Hybrid Value Map: <link>
•
SAP Enterprise Support Academy Schedule: <link>
X
http://www.sapsupport.info/support-innovations/esacX
Waldemar Befort
Technical Quality Manager
SAP Switzerland AG
Althardstrasse 80
8105 Regensdorf
Switzerland
Mobile
Email
+ 41 79 137 45 84
[email protected]
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SAP Enterprise Support

Transcrição

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