1. Speaker’s Name, SAP Month 00, 2017
Accelerate Your Digital Transformation With
SAP Enterprise Support
Speaker’s Name, SAP
Month 00, 2017

2. Key customer challenges: What keeps the CXO awake at night
How can we manage our hybrid landscapes in the interim?
How can we realize value from support and match the support offering to our specific goals?
How can we proactively control critical processes?
How can we improve our business and IT operations?
24x7
CXO
How can we move smoothly and safely to digital business and the cloud?
How can we succeed in the digital economy?

3. Digital transformation: Act now to stay ahead of your competition
2017
2018
2020
66%
80%
60%
… of the CEOs of the Global 2000 enterprises will have digital transformation at the center of their corporate strategy.
… of business-to-consumer companies will create immersive, authentic, omni-experiences for customers, partners, and employees.
… of Global 2000 companies will double their productivity by digitally transforming many processes from human to software-based delivery.*
SAP Enterprise Support helps you to…
Move in the cloud
Become a digital enterprise
Make SAP S/4HANA your digital core
* Source: IDC, Digital Transformation FutureScape 2016: Worldwide Predictions

4. SAP Digital Business Services: Your partner to transform your business
355,000+ customers
180+ countries
8,000+ SAP support experts
With decades of experience and hundreds of thousands of customers worldwide, we are the perfect partner to help you transform to a digital enterprise.
15,000+ SAP developers (as backup)
Global organization
Local organization (54 countries)
24x7 availability

5. Innovation and Value Realization Mission-Critical Support
SAP Enterprise Support: Customer success and rapid adoption of innovation
Collaboration
Empowerment
Innovation and Value Realization
Mission-Critical Support
Proactive and preventive support
Across all deployment options
SAP Enterprise Support
On-premise
Hybrid
Cloud

6. SAP Enterprise Support: Core values and what’s in it for our customers
Groundbreaking.
We make our customers ready for the future and enable them to adopt the latest innovations smoothly and quickly, with innovation committed until through mainstream maintenance plus according services to adopt.
Optimizing.
We want to make sure our customers realize business outcomes, thus enabling agility so that they achieve their goals to maximize business value from their support investment.
Safeguarding.
We focus on business continuity and integration aspects, independent of our customers’ deployment model, covering on-premise, cloud, and hybrid scenarios.
Partnering.
As a trusted advisor, we deliver best-in-class foundational support for our customers in a proactive manner, enabling collaboration with our experts.

7. Realize business outcomes through collaboration with SAP experts
Collaboration Receive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program. The support advisory team guides you during mission critical situations.
Support experts
Get valuable advice from our team of 8,000+ experienced support experts, backed up by 15,000+ developers globally.
SAP Enterprise Support value maps Leverage 10+ value maps to quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.

8. SAP Enterprise Support value maps: Your fast lane to support expertise
SAP Enterprise Support value maps help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.
Guided approach
Select the SAP Enterprise Support value map topic that addresses your business challenge, discover your individual road map, and use the SAP Enterprise Support offerings step-by-step to reach your objective.
Guided approach
Select the SAP Enterprise Support value map topic that addresses your business challenge, discover your individual road map, and use the SAP Enterprise Support offerings step-by-step to reach your objective.
Social collaboration
On-demand expertise through a cloud-based social collaboration platform (SAP Jam) connects you directly with SAP experts and peers.
Expert access
Obtain guidance from the SAP support experts who moderate each value map group.
Expert access
Obtain guidance from the SAP support experts who moderate each value map group.
Empowerment
Build the knowledge and skills you need to successfully manage your transformation to the digital economy.

9. Build the skills that build value through the SAP Enterprise Support Academy
Empowerment SAP Enterprise Support Academy empowers you to build the knowledge and skills needed to maximize the benefit of your SAP solution, no matter your choice of deployment.
Platform Easily access SAP Enterprise Support learning content and services.
People
Stay up-to-date by leveraging expert content in various delivery formats and levels of detail.
Practice
Let us help you boost collaboration between business and IT units by addressing different functional roles and assisting in creating business cases and value.

10. SAP Enterprise Support Academy: Available delivery formats
Expert-guided implementations
Tutorials
Accelerated innovation enablement
Meet-the-expert sessions/recordings
Guided self-services
Best practices
The SAP Enterprise Support Academy program offers a generous range of learning formats available which will surely include your preferred mode of learning. The available formats are:
Best-practices guides This library of how-to guides explains best-practice approaches for typical operations-related tasks for products, databases, and operating systems, for example through checklists for performing a backup.
Guided self-services Offered within SAP Solution Manager, these self-services help you analyze and optimize your system landscape, for example through business-process analysis or security optimization.
Expert-guided implementation sessions These workshop-style, multiple-day, remote sessions with experienced SAP service engineers enable you to customize settings and execute complex activities in your own system landscape. For example, a session might focus on commissioning the service desk or setting up test management in SAP Solution Manager. Specific expert-guided implementations are also available to help you prepare and customize your own guided self-services.
Meet-the-expert sessions Live Webinars focus on SAP Enterprise Support services, SAP Solution Manager, and the support aspects of the latest SAP technology. Recorded sessions are available in the replay library for self-paced consumption.
QuickIQ tutorials Concise video tutorials are available, for example, to step you through making or changing system settings to customize or integrate software.
Guided-discovery tutorials - NEW Self-paced learning packages to prepare for SAP Solution Manager 7.2.
Accelerated innovation enablement sessions Live sessions with SAP solution architects are available to explain how to evaluate new features of the latest SAP enhancement packages for SAP Business Suite software. The sessions also discuss how those features may be deployed to support your business-process requirements.
Continuous quality check and improvement services

11. Drive innovation and get more value from your SAP investment
Innovation and value realization SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations.
Customer value experience tools Realize value opportunities by leveraging available tools focused on innovations and business outcomes.
SAP Solution Manager
Efficiently manage IT and smoothly introduce new functionalities for meeting business requirements.
SAP Enterprise Support Advisory Council
Co-innovate with SAP to become an early adopter of support innovations and to help improve the support offering.

12. Customer value experience tools
Improvement potentials Assess your situation and identify potential value
Innovation recommendations Identify relevant incremental and breakthrough innovations
Experience Measure success and value realization
SAP Innovation and Optimization Pathfinder Innovation recommendations, key business process improvements and areas of IT optimization. Holistic overview in Pathfinder-report, details in the respective topic-specific tools.
Support Value Realization report Measure value realization against baseline
Business Scenario Recommendations for SAP S/4HANA
Innovation Discovery
Simplified business processes with SAP S/4HANA
Improvements, enhancements and new functionality for SAP products
SAP Solution Manager Value Report
SAP Fiori Apps Library & SAP Fiori Apps Recommendations
IT TCO optimization with SAP Solution Manager (incl. efforts to upgrade to SAP Solution Manager 7.2)
Recommendation of relevant SAP Fiori apps to enable new user experience

13. Implement IT simplification and IT excellence to increase business value
SAP Solution Manager is one combined solution to efficiently manage IT and to introduce new functionality for meeting business requirements.
Business innovation
Industrialized assembly of solutions and implementation of new business functionalities through methodologies such as the two value releases per year.
IT management
ITIL-aligned IT Service Management and ALM processes to manage SAP and non-SAP components plus proven methodologies.
SAP innovations
Implement and manage SAP innovations such as SAP HANA & SAP S/4HANA, mobile solutions, or hybrid IT landscapes and leverage the full potential.

14. Co-innovate with us through the SAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council enables you to become an early adopter of the latest support innovations and to directly influence SAP’s offering in a meaningful way based on your own requirements.
Co-Investment
Co-Innovation
Close Collaboration
Discuss and share ideas with SAP experts and other customers in SAP Enterprise Support value maps and remote & onsite workshops
Customer
Pilot new offerings
Direct feedback
Transparency
SAP
Direct influence
Expert access
Early adopter

15. Reliable end-to-end support across all deployment scenarios
Mission-critical support Regardless of your deployment scenario and the issues that may arise, a cornerstone of SAP Enterprise Support is mission-critical support that provides rapid collaboration with support experts.
SAP ONE Support Launchpad
Access to support resources in a single, intuitive interface. By using customizable role profiles, the launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience.
24x7 availability
Count on our support 24 hours a day, 7 days a week, 365 days a year. Independent of your deployment model, CALL-1-SAP is your global toll-free telephone number for contacting SAP support.
Service-level agreements
Rely on minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action.

16. Higher reliability of key business processes and applications
The service-level agreements commit SAP to a timely initial reaction and delivery of a resolution within a fixed period of time to accelerate support for your most critical business needs
Incident Priority 1 2
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Initial Response Time*
1 hour
4 hours**
Corrective Action (Work-around / action plan)
4 hours
n/a
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide);
**) Prio 2: only during SAP’s local office time

17. Focus on business results and outcomes
Recent examples:
100+ services and best practices available for SAP S/4HANA
Co-innovation with 150+ customers on strategic topics through SAP Enterprise Support Advisory Council
SAP Enterprise Support, cloud editions available for cloud solutions
Easy access to SAP experts through SAP ONE Support Launchpad
Successfully introduced SAP Pathfinder tool
SAP Enterprise Support value maps, especially for cloud introduction
Continuous expansion of extension policies
Focus 2017+ +
Business Results & Outcomes +
Seamless End-to-End Support +
Accelerated Innovation
Value of support +
Continuous Improvement +
TCO Reduction
Mission-Critical Support
Time

18. Example for our structured guidance
SAP Enterprise Support Value Maps
Select Your Objective 01 02 03 04
Objective ACHIEVED
EXPLORE
Prepare
REALIZE
DEPLOY
Example: Deploy your implementation of SAP S/4HANA
Business scenario recommendations
Meet-the-Expert session: Overview of SAP S/4HANA Finance
Meet-the-Expert session: Overview of transition to SAP S/4HANA
Meet-the-Expert session: Analytics for SAP S/4HANA …
Expert-guided planning: New implementation of SAP S/4HANA
Meet-the-Expert session: Sizing for SAP HANA
Meet-the-Expert session: System clean-up prior to migration to SAP S/4HANA …
Meet-the-Expert session: Rapid data migration to SAP S/4HANA …
Continuous quality check for implementation
Continuous quality check for going-live support …
Example: Implementation of SAP S/4HANA completed
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support

19. SAP Solution Manager 7.2: Explicitly designed to best support SAP S/4HANA
Readiness Check & Planning Workshop*
SAP Solution Manager 7.2 Delivers support for SAP S/4HANA, from readiness checks and custom code management, to testing, deployment, and integration support.
Business Process Improvement
Custom Code Management
Hybrid SAP S/4HANA Support
SAP S/4HANA deployment best practices
Digital Core
Application Operations
Best Practices and Modeling
Support at your fingertips
Agile Requirements Development**
Testing and Deployment
*) Currently only available with SAP Premium Engagements
**) Focused Service Solutions Requirements to Deploy

20. More business value with SAP Enterprise Support*
Seamless consumption of innovation
Fast value realization
Business outcome focus
20%
Of budget saved for innovation discovery
20% ​Savings in upgrade costs
26% Improvement in system performance and business process efficiency​
98%
Improvement in payroll processing
10%​ Reduction in implementation time
31% Increase in user productivity
End-to-end optimization
Rapid response to new requirements
Business continuity
20% Reduction in testing efforts
20%
Savings on the system migration effort
25%​ Reduction in downtime
30% Decrease in end-user issues
75%
Reduction in database size
40%
Improvement in system response times
* Source: SAP customer references:

21. SAP Enterprise Support: Your success is our mission
Pirelli Italy | Automotive
Ashapura Minechem India | Mining
Accenture United States | Professional Services
Optimizing the Performance and Stability of HR Solution
Cutting Costs and Implementing SAP S/4HANA Smoothly
Building the Future Foundation for Global Digital Finance
Reduced Cost of managing IT operations​ Simpler Issue management​ Greater​ Efficiency and effectiveness ​
20% Saved on learning costs​ 20% Saved on consulting fees​ 10% Reduction in implementation time
Maximum
Software performance
Accelerated Path to digital finance and market competitiveness​ Greater Agility​ to drive business outcomes
More SAP DBS Customer References:

22. How to enhance the foundation
SAP Preferred Care / SAP Preferred Success Enhancing the foundation
Proactive and preventive support
Customer success manager | Product expert access | Additional success checks | Enhanced service-level agreements
Across all deployment options
SAP Enterprise Support The foundation
On-premise
Hybrid
Cloud

23. Next steps and more information
Check out the latest content
Useful Links
About SAP Enterprise Support:
SAP Enterprise Support in the SAP Support Portal:
About SAP Enterprise Support Academy:
About SAP Enterprise Support Value Maps:
About SAP Enterprise Support Advisory Council:
Get engaged with our experts Leverage the available interaction channels, such as SAP Enterprise Support value maps
Contact & follow us:

24. Thank you.
Contact information:
F name L name
Title
Address
Phone number