1. SAP Digital Business Services (DBS) June, 2017
Getting Started with SAP Enterprise Support
Business Suite
Hello and welcome to today’s session.
In this session I will explain to you how to best get started with SAP Enterprise Support.
My name is _____
During this presentation I will give you an overview of the key components of SAP Enterprise Support and will show you the best way to leverage them.
This session is a good starting point for new SAP customers or customers who are new to SAP Enterprise Support.
You will get a jump-start into the support topics with all the essential information and recommendations brought to you by the SAP Digital Business Services organization and you will learn how SAP Enterprise Support enables you to simplify operations, strengthen reliability, and speed time to value with the rapid adoption of innovation.
SAP Digital Business Services (DBS)
June, 2017
Version: 5.0 | Date: 20/06/2017

2. SAP Digital Business Services: Your partner to transform your business
345,000+ customers
190+ 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
Now, before looking into the details of the SAP Enterprise Support offering, let’s get to know the organization a little better which is providing our customers world-class support.
SAP Digital Business Services provides support for more than 310,000 customers in more than 190 countries. Imagine the number of end-users behind of all these customers.
SAP Digital Business Services is the single entity at SAP not only providing punctual services to customers, but also staying at their side along the way.
At SAP Digital Business Services it is all about the customer. SAP Digital Business Services is there to help in specific situations, as well as to provide guidance. With this, SAP Digital Business Services is the trusted advisor for our customers.
SAP Digital Business Services has been doing this since 1972 and is always committed to providing its customers the very best in support. Think about the expertise that this organization has been able to build up over that amount of time. It is easily understandable that SAP Digital Business Services knows what works and what does not, and our customers profit tremendously from this unique expertise.
Local organization (54 countries)
24x7 availability

3. SAP Enterprise Support
SAP Enterprise Support: Customer success and rapid adoption of innovation
Collaboration
Innovation and Value Realization
Mission-Critical Support
Empowerment
SAP Enterprise Support
Proactive and preventive support
Across all deployment options
SAP’s core business has always been on-premise. That’s no secret. This is also where the SAP Enterprise Support offering has matured and today provides unprecedented customer experience.
Since in today’s world, more and more of our customers are also considering the usage of cloud solutions, they are also looking for help on their journey to the cloud…and here it is good to know that they can rely on SAP Enterprise Support.
Across all deployment scenarios, SAP Enterprise Support is the unified support offering, it provides proactive and preventive support from day one, covering the complete lifecycle. It enables smooth integration of cloud solutions and provides end-to-end supportability of hybrid landscapes. This is actually something that only SAP can provide and, or in other words, our competition does not offer.
SAP Enterprise Support will help you to drive faster time to value, ensures continuous business improvement and accelerates innovation agility. In consequence you will benefit from lower cost of IT.
The focus of SAP Enterprise Support is on four vital areas such as:
Collaboration
Empowerment
Innovation and value realization
Mission-critical support
Learn about the details of the four areas on the subsequent slides.
On-premise
Hybrid
Cloud

4. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
CALL-1-SAP
Customer Interaction Center
SAP Enterprise Support Advisory
Customer Center of Expertise
SAP Support Backbone
System Data Maintenance
Collaboration
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive.
In this section we will go through topics like Call1SAP, Customer Interaction Center, SAP Enterprise Support Advisory, Customer Center of Expertise, SAP Support Backbone and System Data Maintenance.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

5. GETTING STARTED with Collaboration CALL-1-SAP
2 ABC
3 DEF
+800 CALL-1-SAP
4 GHI
5 JKL
6 MNO *
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 +
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive
For contacting SAP Support, SAP is introducing an international universal free-phone number, giving you one single number to dial to reach all product areas in SAP support. SAP Support is available 24 hours a day, 7 days a week, 365 days a year.
When you dial the telephone-support number "CALL-1-SAP" you will have access to a service menu enabling you to select the specific SAP product area you require, giving you direct access to an SAP support representative.
Please start using this number today and enjoy an easier way to contact SAP support!

6. GETTING STARTED with Collaboration Customer Interaction Center
Provides 24x7 central point of contact for queries such as:
Questions and issues around s-user
SAP Support Portal navigation
Speeding up (acceleration) and escalation of SAP customer incidents
Entry channel to SAP Enterprise Support advisory center for mission critical support
Contact
SAP Support Portal:
Contact Us
Phone:
SAP Note CALL-1-SAP number
The central way to engage with SAP Digital Business Services is through the Customer Interaction Center, also known as CIC.
The Customer Interaction Center, is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical queries. Moreover, it is important to mention that if you would like to know the status of a support incident, the CIC is the right channel to address this request. The Customer Interaction Center also acts as a key entry point to the SAP Enterprise Support advisory center.
You can contact the CIC by telephone or by . Telephone numbers and Addresses can be found in the SAP Support Portal under the quicklink /contactus.
In the information box on the right side of each slide you will find direct links to the relevant locations in SAP Support Portal.
The purpose behind this is that you use this presentation as your central guide and after this session you can easily access the information from the information box. You will notice these boxes being shown on numerous slides in today’s presentation. In this example you find details on how to best contact the Customer Interaction Center.
Customer
Customer Interaction Center
SAP Enterprise Support Advisory

7. GETTING STARTED with Collaboration SAP Enterprise Support Advisory
A team of specialized Support Advisors that guide you through the SAP Enterprise Support offerings by:
Delivering SAP Enterprise Support setup service
Defining a proactive, tailored support engagement plan
Identifying the best SAP Enterprise Support Academy education elements
Providing functional and technical expertise on key areas via the SAP Enterprise Support value maps
Acting as an additional escalation level in case of mission critical situations
Helping to drive innovation
Providing SAP Enterprise Support Report
Supporting SAP Solution Manager readiness
Delivering your Customer Center of Expertise primary certification audit
Additional Information
SAP Support Portal:
Collaboration
Submit your project information to get help planning your go-live services by filling in the online form
Collaboration brochure
With Enterprise Support, you have access to a dedicated team of specialized advisors that can that guide you through the SAP Enterprise Support offerings to help you implement, operate and innovate better. This is the team I’m part of and how we do this is:
We deliver the SAP Enterprise Support Setup Service to kick-off the best collaboration foundation between IT/business departments and SAP for customers new to SAP Enterprise Support (ES) like yourselves, so this session we are having today.
We define a proactive Tailored Support Engagement Plan based on your specific needs to support you with implementation projects, the achievement of business goals, business process continuity, and optimization of operations. This tailored plan may include Continuous Quality Checks and ES Academy offerings.
We can help you identify the best ES Academy education elements for the up-skilling of your IT and Business teams through a best in class portfolio of support offerings (e.g. Value Maps, Expert Guided Implementation, Guided Self Service, Meet the Expert…). 
We provide functional and technical expertise around key focus areas and help customers navigate through the best in class portfolio of support offerings via the Enterprise Support Value Maps on our SAP JAM collaboration platform.
We act as an additional escalation level in the event of Mission Critical Support situations (e.g. production down) to help mitigate risks and facilitate 24x7 remote support for top issues.
We can help you drive Innovation by supporting your enhancement package upgrade strategy and project plans, the integration of strategic products such as SAP Cloud and involving customers in co-innovation within the ES Advisory Council (ESAC).
We can deliver your tailored SAP Enterprise Support Report that provides an overview on your interaction with SAP support, solution landscape and key consolidated data that can be used during our engagement discussion to improve IT operations and support innovation.
We support you with Solution Manager Readiness activities to help ensure you are ready for Continuous Quality Check service delivery and define a tailored SAP Solution Manager roadmap to leverage the tools available to support operations and innovation.
We also deliver your Customer Center of Expertise Primary Certification audit to help you setup a single source of truth unit to partner with SAP Support

8. GETTING STARTED with Collaboration Customer Center of Expertise – Overview
A Customer Center of Expertise (Customer COE) drives transparency and integrated quality management for resolution of critical challenges across SAP solution operations.
Additional Information
SAP Support Portal:
Customer Center of Expertise (CCOE)
What a Customer CoE should know about incident processing
What a Customer CoE should know about his/her role in the new Hybrid world
PDF:
Getting Started with Primary CCOE Certification
Information Management
Contract & License Management
Innovation & Influence
Support Operations
FUNCTIONS
Complete checklist and submit to SAP
Customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ"
SAP validates, tabulates the score from the checklist
Customer is notified of certification results
CERTIFICATION PROCESS
Maximum 2 years
Recertification at least every 2 years
VALIDITY
When you establish a Customer Center of Expertise organization, you can count on a single source of truth and hub for functional collaboration between your business and IT units – and between your company and SAP. This helps you increase the transparency of business processes, minimize downtime to boost system and business process availability, and to reduce total cost of ownership. A center of expertise helps stimulate innovation by keeping software up-to-date with changing requirements, providing skills training, making use of expertise on demand, and much more.
Every customer is asked to set up a Customer COE location within 12 months of signing an SAP Enterprise Support contract or at least 6 months after the first main system’s go live. The Customer COE is an organizational unit that serves as the central point of reference within a customer’s organization for contacting SAP.
Since it covers all core business process flows, it strengthens the connection between the customer’s user departments and the customer’s IT department. A Customer COE must support all the SAP applications and solutions on which the customer’s maintenance agreement for SAP Enterprise Support is based.
Primary Customer COE Functions are:
Information Management
Contract & License Management
Innovation & Influence
and Support Operations
So what does the Primary Certification Process look like?
First you need to complete the checklist and submit it to SAP.
A customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ”
SAP then validates, and tabulates the score from the checklist
Afterwards you will be notified of the certification results.
The Customer COE Certification is valid for a maximum of 2 years and at least every 2 years a recertification is necessary.
In the Additional Information box on the right side of this slide are links to the most important information sources such as the Customer COE Landing Page.
The advantages of having Customer COE certification are:
You get clarity on how you perform compared to your peers; benchmarking results are provided within the Customer COE Certification service report.
You enjoy accelerated customer incident treatment; SAP customer incident flagging for the certified Customer COE is in place.
Next you have free access to the SAP Learning Hub Solution for 5 users of the certified Customer COE for 3 month on demand
Take advantage of Meet the Expert Sessions exclusively conducted for Certified Customer COEs about topics a COE should know, visit CCOE Portal  Area of knowledge transfer. For example the SAP Incident Management. To achieve fast problem solving assistance, a COE should be aware about current rules, processes and responsibilities to collaborate with SAP Support
Benefit from the experience of other Customer COEs Customers tell their stories. Find further information on our Customer COE Portal knowledge transfer section including Real life customer examples, where customers tell their ideas.
Take advantage of the unique opportunity to get valuable customer insights and to network with experts and peers on the yearly Customer COE Events

9. GETTING STARTED with Collaboration Customer Center of Expertise – Readiness Checklist
In order to achieve Customer COE certification the following items must be considered:
Serve as primary contact point for all SAP-specific questions
Organize access to SAP information
Distribute information to specific target groups (management, end users or project teams)
Initiate knowledge platforms on SAP topics and information exchange meetings
INFORMATION
Management
Ensure the usage of purchased licenses according to what has been licensed to mitigate potential implications of using unauthorized licenses
CONTRACT & LICENSE Management
Focus on areas, where your business requirements are not covered by SAP standard functional scope
Stay informed about internal processes, tools and services to avoid SAP source code modifications
INNOVATION & INFLUENCE
Set-up a support organization with a sufficient number of support consultants
Enable collaboration with SAP support in all areas, such as incident management, problem management, SAP Solution Manager usage and support services
Support Operations
In order to achieve the Customer COE certification the following items must be considered:
1. The Distribution of information – The customer COE serves as primary contact point for all SAP-specific questions, organizes access to SAP information, and then distributes information to specific target groups such as management, end users, or project teams. It also initiates knowledge platforms on SAP topics and information exchange meetings.
2. Next, it oversees Contract and license processing in conjunction with SAP – It ensures the customer is using its purchased license according to what is licensed, thus mitigating potential implication of using unauthorized licenses.
3. Innovation and influence - focusing on areas where the customer’s business requirements are not covered by SAP standard functional scope. This ensures the Customer COE is at least informed about the customer’s internal processes, tools, and services to avoid SAP source code modifications. SAP will continue to create and evolve our products and solutions to help our customers run their businesses better. To structure the input and feedback SAP runs 3 major programs: Improve / Innovate / Vision.
4. And finally set up a support operation with a sufficient number of support consultants – This is about the overall collaboration with SAP Support in all areas such as Incident Management, Problem Management, SAP Solution Manager Usage, and Support Services offerings.
In Short the Customer Center of Expertise drives quality management and enables transparency across business and IT units in relation to critical challenges in SAP solution operations.
For further details please visit:

10. GETTING STARTED with Collaboration SAP Support Backbone X X
SAP Support Portal X
SAP Service Marketplace
SAP Community
Contains a variety of target group specific internet portals
Your one stop for all support and service related needs*
SAP's professional social network to get help, share ideas, and connect with others
SAP Support Portal
SAP Help Portal (product documentation)
SAP PartnerEdge
SAP Community
SAP Store
SAP Training & Certification Shop
SAP Business One Customer Portal
SAP Notes search and incident wizard
SAP software distribution center
Administration of remote connections
License key & requests
SAP service & software catalog
SAP Enterprise Support Academy
SAP Enterprise Support Report incl. S/4HANA onPremise
SAP Support Launchpad
Discussion forums, blogs & videos
Quick access to expert advice
Online trainings
Software downloads
The SAP Support Backbone is SAP's knowledge database and extranet for knowledge transfer through which we make content and services available to customers. It includes:
SAP Service Marketplace which contains a variety of target group–specific internet portals that enable true collaboration among SAP and its customers. In addition to others, SAP Service Marketplace includes the SAP Support Portal and SAP Community.
The SAP Support Portal is your one stop for all support and service related needs. Here you can find solutions to any issues you are facing with your SAP products, report incidents when you can't find a solution, download software, get your license keys, and a lot more.
You can also seek advice and assistance on resolving issues from the SAP Community. It is the official user community of SAP AG. SAP software users, developers, consultants, mentors and students use the SAP Community to get help, share ideas, learn, innovate and connect with others. It has over 430 spaces, or sub-groups, dedicated to SAP products, topics, technologies, industries, programming languages, such as ABAP, and more. Almost all spaces contain related discussion threads, or forums, blogs, documents, e-learning, and polls.

11. GETTING STARTED with Collaboration System Data Maintenance
Up-to-date system data is the basis for a great support experience:
Correct system data helps to achieve a higher quality of search results (e.g. search for SAP Notes)
Some support applications refer automatically to the system data in order to avoid a repetitive input of data (e.g. create a customer incident)
Functions which ease system data maintenance:
The system data overview report allows to review maintained system data at a glance and to easily update them
System data synchronization between SAP Solution Manager and SAP Support Portal can be used
Additional Information
SAP Support Portal:
Learn about System Data Maintenance
SAP Help Portal:
Synchronize System Data with SAP Support Portal
SAP Note:
System data maintenance collective note (172481)
Finally the System Data Maintenance is a very important topic since up-to-date system data is required to improve service quality for most applications.
You should ensure that the System Data is accurate and updated as soon as any changes happen within your system landscape.
One benefit of doing this is that repeated data input in the SAP Incident Wizard then becomes unnecessary. Additionally the SAP Notes search is based on system- relevant data.
There are several functions available to ease system data maintenance, such as the system data overview report which allows you to review maintained system data at a glance and to easily update them. The system data synchronization between SAP Solution Manager and SAP Support Portal can also be used.
In the “Additional Information” box you will find relevant links which will direct you to the System Data Maintenance in SAP Support Portal, as well as to currently available documentation.

12. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
SAP Enterprise Support Academy
Delivery Formats
Service Details
EMPOWERMENT
Is also a vital aspect of SAP Enterprise Support.
SAP Enterprise Support helps your staff members build up the know-how they need to overcome complexity. One of the key elements to this end is the SAP Enterprise Support Academy program.
The SAP Enterprise Support Academy program offering a wide range of delivery formats and services.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

13. GETTING STARTED with Empowerment 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.
Through the SAP Enterprise Support Academy, a deliverable of SAP Enterprise Support at no additional cost, you can address the skills gap and run simple by making your organization has the knowledge and SAP skills that are essential for success, no matter your choice of deployment and where you are on your innovation journey.
The SAP Enterprise Support Academy program, combines training, collaboration, support, and deployment of best practices, and works along three dimensions, also known as the “3 P principle“:
The first is the Platform dimension. We help customers easily access and consume SAP Enterprise Support offerings, such as learning assets and technical services, by providing a dedicated platform using state of the art technology and the latest digital learning tools (mobile app, WPB, (award-winning Successfactors LMS)), satisfying the demand for a personalized, digital learning experience.
The next is the People dimension. We help professionals in the different functional departments, both IT and LoB, stay up-to-date by providing high- quality expert content in various formats and levels of detail, accommodating different requirements and learning styles.
The last is the Practice dimension. We provide high-quality expert content that explains the SAP Enterprise Support offerings for all deployment options, supporting customers in all phases of their innovation journey.
While each dimension is important, the academy‘s strength is the combination of all three which helps you address the following objectives:
Learn how to run your software solution at peak performance
Drive smooth end-to-end operations and get guidance on how to maintain operational standards
Get your IT ready for innovation and accelerate innovation throughout the organization
Maximize the value of your SAP software
Visit us at

14. GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats
Expert-guided implementations (EGI)
Guided-discovery tutorial
Meet-the-expert sessions (MTE)
Meet-the-expert replay library
Accelerated innovation enablement (AIE)
Guided self-services (GSS)
QuickIQs
Continuous quality check and improvement services
Best practices
The SAP Enterprise Support Academy is your collaboration platform that fosters company-wide enablement. It is your one-stop shop for SAP Enterprise Support Learning. You can leverage the flexible learning program of the SAP Enterprise Support Academy, which consists of Accelerated Innovation Enablement (AIE), Meet-the-Experts session (MTE), Expert-guided Implementations (EGI), Guided Self-Services (GSS), Continuous Quality Check & Improvement Services, QuickIQs, Guided-discovery tutorials and Best Practices.
The Accelerated Innovation Enablement brings you live expert sessions to evaluate the innovation capabilities of enhancement packages for SAP Business Suite.
The Meet the Expert Sessions are live webinars conducted by SAP experts covering SAP Enterprise Support services and SAP Solution Manager. Recorded versions are available in the Replay Library.
Expert-Guided Implementation services give you direct access to an experienced SAP service engineer in a workshop-style interaction.
The Guided Self-Services can be run at any time and at your own pace in your own system landscape.
Continuous Quality Checks & Improvement Services help you to reduce technical risks and outline optimization potential.
Quick-IQs are tutorials which provide practical hands-on instructions in order to enable you to make or change system settings.
Guided-discovery tutorials are innovative Self-paced learning packages to prepare for SAP Solution Manager 7.2.
And finally, the Best Practices will get you up to speed on how to leverage the SAP Enterprise Support services for your daily business.
Visit us at

15. GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats Details (1/3)
Process
Benefits
Examples
Guided Self- Services
Use them by your own, when and how often you want
Guided self-services are executed via SAP Solution Manager
Business Process Analytics & Improvement (BPAI)
Data Consistency Management
Performance Optimization
Self-service execution via guided procedures
Expert-guided Implementation
Direct access to SAP experts
Direct execution of planned activities in your SAP landscape
Convenient remote delivery
Business Process Monitoring & Stabilization
Configuration Validation
Data Volume Management
(1) Empowerment
(3) Expertise on demand
Let’s have a look in more detail at the different components of the SAP Enterprise Support Academy:
With Guided Self-Services SAP offers customers proven procedures to analyze and optimize their systems. These procedures are based on the experience of a multitude of service deliveries to thousands of SAP systems.
Guided Self-Services are delivered via SAP Solution Manager and are available to improve the most common areas such as system performance, data volume management, change management, security optimization, and business processes.
SAP Enterprise Support customers can use the Guided Self-Services independently, whenever and how often they want.
There are different Guided Self-Services available. These comprise of, for example, Business process analysis and Improvement or Data Consistency Management. The SAP Enterprise Support Academy also provides expert guided implementation sessions around the Guided Self-Services.
The Expert-guided implementation provides you training, practical experience and expertise on demand. They focus on application lifecycle management with SAP Solution Manager and preparation for self-service delivery.
Expert-guided implementations operate in three steps:
1. Empowerment: Here the SAP expert explains, in a virtual classroom setting, step-by-step all the necessary activities. (1-2 hours each morning) 2. Execution: Here you would execute the demonstrated steps in your own SAP environment. (2-3 hours on the same day) 3. And under Expertise on Demand: the SAP expert helps you, if necessary, during the execution.
With Accelerated Innovation Enablement you can learn about the benefits of latest Enhancement Packages (EHP). This format will help you to evaluate new functionality in live expert sessions or expert-on-demand sessions.
(2) Execution
Accelerated Innovation Enablement
Get structured guidance and support from SAP experts
Involve different departments
Get a summary report of your session after execution
What’s new in EHP7: SAP Quality Management Connection Program
What’s new in Master Data Governance 7.0, Overview and around Business Partner
Live expert session or expert on demand

16. GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats Details (2/3)
Process
Benefits
Examples
Meet-the-Expert sessions (MTE)
The format is interactive as it will allow for questions and answers
Recordings can be accessed through the meet-the-expert replay library
How to Use the New SAP Support Portal: Launchpad Released
SAP Fiori App vs. SAP GUI
SAP S/4HANA and Globalization
1-2 hours live webinar session
QuickIQs
Get short and concise guidance
Make system changes autonomously
Customer User Experience (UX) Strategy – In a Nutshell
Data Maintenance from SAP Solution Manager into SAP PowerDesigner
Access tutorials library
The Meet the Expert portfolio covers the entire variety of support specifics as part of end-to-end operations. Topic deep dives will equally be covered, as well as new concepts or strategy items. Recorded versions are available as well.
Quick-IQs are tutorials which provide practical hands-on instructions in order to enable you to make or change system settings.
And finally, Best practice documents are available which describe SAP’s experience and lessons learned from implementing and operating SAP Business Suite, as well as SAP BusinessObjects solutions. It is a library full of product-, database- and operating system-specific how-to guides for your everyday business.
Best Practices
Get structured guidance and support from SAP experts
Involve different departments of your company
Get a summary report
Business Process Operations: Job Scheduling Management
Data Volume Management: Data Management Guide for SAP Business Suite
How to set up End User Experience Monitoring for Hybrid Scenarios
Access best practices library

17. Access tutorials library
GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats Details (3/3)
Format
Process
Benefits
Examples
Guided Discovery Tutorials (GDT)
Get insights the new functionality
Understand the differences between SAP Solution Manager 7.1 and 7.2
Sample the new user experience of SAP Solution Manager 7.2
Practice at your own pace
Exercise when and as often as you want
Application Operation – Technical Monitoring
IT Service Management – Incident Management
Process Management – Content Activation
Access tutorials library
The Guided Discovery Tutorials combines theory and practice in a short and concise tutorial. Each Guided Discovery Tutorial covers a dedicated use case of an SAP Solution Manager scenario and allows you to navigate through a virtual demo environment at your own pace to discover SAP Solution Manager 7.2.
A Guided Discovery Tutorial consists of an introduction to the scenario, followed by a system demo of the scenario in both SAP Solution Manager 7.1 and 7.2, and ends with a hands-on, interactive simulation.

18. GETTING STARTED with Empowerment Continuous Quality Checks
Remote services which help you to reduce technical risks and outline optimization potentials
Additional Information
SAP Support Portal:
SAP Enterprise Support Delivery (CQCs & Improvement Services)
SAP Note:
Central preparatory note (91488)
Open a customer incident on component “SV-BO-REQ” to request a remote service
Contact your SAP Enterprise Support advisory to get a tailored service plan
Business Process Operations
Interface Management
Business Process Performance Optimization
Integration Validation
OS/DB Migration Check
Configuration Check
Security Optimization Check
Data Consistency Management
Technical Performance Optimization
Data Volume Management
Transport Execution Analysis
Downtime Assessment
Upgrade
Early Watch Check
Upgrade Assessment
Going Live Support
SAP Modification Justification Check
Implementation
SAP Custom Code Maintainability Check
Next are the Continuous Quality Checks, also known as “CQC”s.
The CQCs are remote services which help you to reduce technical risks and outline optimization potential. The benefits of CQCs are reduced time and budget for implementations and innovations, as well as an improved system performance, availability, stability, and data consistency. In addition you will receive proactive hands-on help by SAP.
On this slide is a list of all currently available Continuous Quality Checks. I would like to highlight some of the Continuous Quality Checks:
During the Implementation, the “Continuous Quality Check for Implementation” service guides you into a smooth start-of-production and a technically-robust operation of your SAP software solution. Through a defined delivery plan, your core business processes and interfaces are optimized and the GoLive of your implementation is secured.
During Operations, the “Continuous Quality Check Technical Performance Optimization“ service focuses on the optimization of the throughput on the database.
During Innovation, the “Continuous Quality Check for Upgrade” is most applicable when you are preparing for an SAP upgrade to your SAP system. It ensures that your SAP solution continues to operate efficiently in the new software environment by acting proactively before technical problems can occur.
Open a customer incident on component SV-BO-REQ to request a remote service and contact your SAP Enterprise Support advisory to get a tailored service plan.

19. GETTING STARTED with Empowerment Advanced Remote Service Delivery
Service Booking
Preparation Steps
Service Delivery & Report
Alerts & Follow-Ups In case of alerts / critical issues
Service request by customer
Service booking by SAP support contact
Preparation steps Customer to prepare service session in SAP Solution Manager (5-steps)
New user-friendly design to ensure customer completes all required steps
Less preparation through pre-filled customer information
Automatic start of service session in customer’s SAP Solution Manager after completion of preparation steps at planned delivery date (not required to open remote connection manually)
Automatic delivery of service report in SAP Solution Manager
Automated sending of alerts / critical issues allows SAP to identify whether customer needs expert support
Follow-Up Alerts / critical issues are checked proactively in more detail by SAP experts who will reach out the customer
The Advanced Remote Service Delivery is the new approach on how SAP delivers SAP remote services to customers. Beside content improvement the Advanced Remote Service Delivery increases the flexibility in service delivery to simplify the service planning & execution for customers and to provide the option to support phased GoLives.
Please refer to note   for further information like the prerequisites which have to be fulfilled on customers Solution Manager for a successful delivery of the new Advanced Based Services.
Additional Information: Advanced remote service delivery notes ( )

20. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
SAP Enterprise Support value maps
SAP Solution Manager
Business Scenario Recommendation
SAP Fiori Apps Recommendations Report
Pathfinder
Innovation Discovery
The third pillar INNOVATION AND VALUE REALIZATION with SAP Enterprise Support is designed to help you unlock the business value of existing investments in a way that makes it easier for you to introduce new innovations in a swift manner.
Beside SAP Enterprise Support value maps and SAP Solution Manager we will also introduce the Business Scenario Recommendation, SAP Fiori Apps Recommendation and Pathfinder tools as well as Innovation Discovery.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

21. GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Value Maps
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.
Social collaboration
On-demand expertise through a cloud-based social collaboration platform (SAP Jam) connects you directly with SAP experts and peers.
Deliverables
If you’re looking for a guided approach to leverage the enormous number of support services and sessions that are offered by SAP Enterprise Support, the SAP Enterprise Support value maps, powered by SAP Enterprise Support Academy, are for you. Think of value maps as a form of navigation system that help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise to address common business challenges.
First, you identify your business challenge or the specific topic for which you need to build up your know-how.
Next, you navigate through the value map offerings in the SAP Jam social software platform to find and consume services, expert sessions, best-practice documents, and more.
SAP Enterprise Support value maps combine two aspects: simplicity and expertise on demand. Our value map collaboration space is SAP Jam, which presents each IT topic simply and clearly. Whether your concern is data volume management, security, mobile solutions, or SAP HANA, a value map is there to help you meet your business challenge. SAP Jam also lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
Every value map provides you with guided information about what it takes to get started in terms of time, resources, and skills, and helps you make educated decisions on where to invest and who to reach out to, for getting the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
To join, go to the SAP Support Portal support.sap.com/valuemaps.
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.

22. GETTING STARTED with Innovation & Value Realization Available SAP Enterprise Support Value Maps
SAP S/4HANA & SAP HANA
Data Volume Management
SAP Analytics Solutions
SAP Jam Collaboration
SAP S/4HANA Cloud
SAP Cloud Platform
Run SAP Solution Manager
Business Decision Makers
Application and Business Process Operations
SAP SuccessFactors
Custom Code Management
Change Control Management
This slide shows you the generally available SAP Enterprise Support value maps.

23. GETTING STARTED with Innovation & Value Realization Example: RUN SAP Solution Manager Value Map
SAP Enterprise Support Value Maps
Select Your Objective 01 02 03 04
Objective ACHIEVED
Discover &
Plan
Install
Configure
Innovate
Example: Upgrade to SAP Solution Manager 7.2
What’s new in release 7.2 
SAP Solution Manager 7.2 roadmap
Meet-the-Expert session: SAP Solution Manager in a Nutshell
Get ready for SAP Solution Manager 7.2 with guided discovery tutorials …
Get in touch with SAP Solution Manager experts
Meet-the-Expert session: Installation, Upgrade, and Maintenance
Install the system with the help of the available guides …
Expert-Guided Implementation: SAP Solution Manager Basic Configuration
Enable advanced remote service delivery for SAP support
Enable root cause analysis
Managed system configuration checklist …
Transition to SAP S/4HANA with SAP Solution Manager 7.2
Must know for SAP Solution Manager on SAP HANA
Operate cloud-based solutions with SAP Solution Manager
Example: SAP Solution Manager upgraded to 7.2
This slide describes the Enterprise Support Value Map RUN SAP Solution Manager. It is important to know, that you do not need to exercise each of the services provided, but only those, that are the most relevant to improve your specific situation!
You choose your objective which is called “RUN SAP Solution Manager“ by signing in at the SAP ES Academy. After you received your SAP JAM invitation your journey starts. You have a clear roadmap with milestones that highlight relevant offerings to achieve your objective in time.
Following and consuming SAP`s support offerings, you might face best practices questions or needs for clarification.
However an Expert called a Focus Advisor is a push of a button away from you, monitoring the relevant Value Map space and taking your questions, to help you prioritize, provide details on services and take your feedback.
Following down this best practice roadmap you will arrive at your destination in time and with the outcome you expect which your objective achieved!
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support

24. GETTING STARTED with Innovation & Value Realization SAP Solution Manager
SAP Solution Manager is the central application lifecycle management hub for both SAP and non-SAP solutions: on premise, or in the cloud.
Proactive detection of potential issues
Ensure business continuity
Minimize IT efforts and complexity
Reduce operational costs
Improve IT Management
Ease introduction of business innovations
Faster value realization
Value prediction and realization of the business strategy
Enable Business Innovation
Deliverables
When customers run SAP solutions, SAP wants to make sure that they run them best! This is part of the support engagement that you as a company have from SAP. It is not only reactive support, such as helping you when a problem occurs. SAP support also avoids problems proactively and masters the CIO challenges.
SAP Solution Manager is key for this. The application lifecycle management platform is included in your maintenance agreement. It ensures that:
You Improve your IT Management processes: Ensure that your IT processes run smoothly and efficiently, and your lines of businesses can work without IT system disruption.
You are able to Innovate your Business. Use SAP Solution Manager to identify new options for your lines of business, and implement them. This helps you stay ahead of your competition.
You can Leverage New SAP Innovations, like mobile solutions, cloud, or SAP HANA. This you can accelerate business processes and improve flexibility for your business.
This is all available to you as part of your support engagement with SAP.
Introduce and implement game-changing SAP innovations like SAP HANA and cloud
Manage SAP innovations like any other solution today
Leverage full potential out of your partnership with SAP
Leverage SAP Innovations

25. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Install and Configure
SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support:
For SAP S/4HANA implementations SAP recommend the installation of SAP Solution Manager 7.2
SAP Solution Manager 7.2 is configured using an automatic basic configuration (accessible via transaction code SOLMAN_SETUP)
Use the expert-guided implementation service to accelerate your implementation!
Additional Information
SAP Support Portal:
SAP Solution Manager
SAP Solution Manager usage rights
SAP Help Portal:
SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support.
The box on the right side provides many useful links. For example you can access the SAP Solution Manager landing page, the SAP Solution Manager usage rights, or the SAP Solution Manager Help Portal.
As a first step we recommend to jump into the Solution Manager landing page support.sap.com/solutionmanager and click on “First Steps”. Beside others you can access the SAP Solution Manager Documentation, Installation Guides, EGI session on this page.

26. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Remote Support
SAP’s remote support infrastructure enables efficient support processes, by allowing SAP support employees access to the customer’s solution from SAP’s network.
This infrastructure is used for several SAP Enterprise Support components:
Continuous quality checks
Incident management
Software updates
Knowledge databases and communities
SAP EarlyWatch Alert
Additional Information
SAP Support Portal:
Remote Support
SAP’s remote support infrastructure enables efficient support processes, by allowing SAP support employees access to the customer’s solution from SAP’s network.
This infrastructure is used for several SAP Enterprise Support elements, such as:
Continuous quality checks
Incident management
Software updates
Knowledge databases and communities
SAP EarlyWatch Alert
To learn more visit the quick link remote-support on the SAP Support Portal.

27. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to:
Monitor the essential administrative areas of SAP components
Keep you up to date on their performance and stability
Stay informed by running system checks automatically
Allow you to react to issues proactively, before they become critical
Additional Information
SAP Support Portal:
SAP EarlyWatch Alert pro- active monitoring
SAP Help Portal:
SAP EarlyWatch Alert
SAP Note:
Using SAP EarlyWatch Alert (Note )
SAP EarlyWatch Alert processed at SAP (Note )
The SAP EarlyWatch Alert is an important part of making sure your core business processes work. This tool monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability.
The SAP EarlyWatch Alert runs automatically to keep you informed, so you can react to issues proactively, before they become critical.
The SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. It is covered by your maintenance agreement with SAP with no extra charge and is a technical prerequisite to perform other remote delivery services.
In addition to the SAP EarlyWatch Alert, which is processed per system, there is the SAP EarlyWatch Alert for Solutions, which summarizes the results for a set of systems inside a solution. It gives an overview of solution-based KPIs and alerts and evaluates the performance of cross-component business processes.
To activate the SAP EarlyWatch Alert, simply follow the instructions behind the links provided in the “Additional information” box on this slide.
Avg. Response Time
Avg. DB Time

28. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Define Solution Landscape
Mission-critical support requires comprehensive documentation of:
Existing solutions
Business processes
Custom code
Interfaces and partner solutions
Additional Information
SAP Support Portal:
Solution Documentation Overview
PDF:
SAP Standard Solution Documentation
SAP Solution Documentation for Custom Development
SAP Solution Documentation Assistant
Use the SAP solution documentation assistant to determine the business processes that are used in production systems and display this use graphically
It is essential to define the Solution Landscape as mission critical support requires comprehensive documentation of existing solutions, business processes, custom code interfaces, and partner solutions.
The solution documentation assistant automatically evaluates your business processes. It prepares upgrade projects, evaluates new functionality, and analyzes customer developments. You can, for example, determine the business processes that are used in production systems and display this use graphically.

29. GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Root Cause Analysis
Setup SAP Solution Manager Diagnostics:
Provides efficient and safe end-to-end root cause analysis of incidents
Supports ABAP, Java, or C(++), Microsoft .NET framework
Standardizes, aggregates, and correlates:
Performance and resource metrics
Access to technical configuration
Exceptions (critical logs and dumps) and traces
Transparency on changes to software (code), configuration, or content
Additional Information
SAP Community:
SAP Solution Manager Diagnostics
Root Cause Analysis
PDF: Root Cause Analysis Overview Presentation
Another important step is to set up Root Cause Analysis.
SAP Solution Manager diagnostics provides efficient and safe root cause analysis of incidents and supports multiple technologies.
It standardizes, aggregates, and correlates performance and resource metrics, and gives access to technical configuration information. In addition it gives transparency about exceptions, traces and changes to software or code, configuration, or content.
More information can be found in the SAP Community Network by clicking on the links available in the Additional Information box on this slide.

30. GETTING STARTED with Innovation & Value Realization Business Scenario Recommendations
This customer specific report (interactive PDF) provides tailored recommendations based on your current productive system usage
Business Scenario Recommendations for SAP S/4HANA Shows most relevant business scenarios that can be simplified with SAP S/4HANA or optimized with the SAP HANA database and provides tailored recommendations based on your current productive system usage to show where you can benefit most from SAP HANA, SAP Fiori and SAP S/4HANA (on-premise edition)
Additional Information
BSR for SAP S/4HANA
s4hana.com
Sample Report
Infographic
Short introduction video
4 minute info video
The Business Scenario Recommendations report is a professional interactive custom-made report that is used by SAP customers to easily identify from which SAP S/4HANA on premise business scenarios they can benefit most.

31. GETTING STARTED with Innovation & Value Realization SAP Fiori Apps Recommendations Report
Discover the new face of SAP software with the SAP Fiori user experience. Using modern design principles, SAP Fiori provides a role-based experience across all lines of business, tasks, and devices.
Why SAP Fiori?
The user-centered design concept focuses on the way employees work and offers a variety of business benefits:
Increased productivity – faster and direct access to relevant information and applications
Helps users decide what needs to be done next
Allows users to take quick and informed actions
What does SAP Fiori mean for your enterprise? The SAP Fiori Apps Recommendations Report will use your current SAP usage information to help you identify the most valuable Fiori Apps for your enterprise. This interactive report is available for all customers on SAP maintenance.
Additional Information
FAR for SAP S/4HANA
Learn more
Personalize and simplify the user experience for your SAP applications. Using modern user experience design principles, SAP Fiori delivers a role-based, consumer-grade user experience across all lines of business, tasks, and devices. Use SAP Fiori apps, or take advantage of new solutions that natively incorporate the user experience – such as SAP S/4HANA, Ariba Mobile, and SAP Hybris Cloud for Customer.

32. GETTING STARTED with Innovation & Value Realization SAP Innovation and Optimization Pathfinder
Get tailor-made recommendations on areas of relevant SAP innovations, business process improvements and IT optimization potentials for your core SAP ERP system. This interactive report is available for all customers on SAP maintenance and provides recommendations that are based on the way you are using your SAP ERP system today.
Find out:
Where are areas of business process improvement for my ERP system, and how am I positioned compared to my peers?
Out of SAP’s vast offering of SAP Fiori apps, Business Suite enhancements, SAP S/4HANA scenarios or Cloud extensions, which are the most relevant ones, based on my today’s ERP system usage?
Where are potential areas for IT optimization?
Additional Information
Pathfinder
Short video
Discover how SAP can help you to optimize and innovate your existing SAP ERP system. Take just a few minutes to share your company information and receive your personalized, free report within five business days.

33. GETTING STARTED with Innovation & Value Realization Innovation Discovery
Provides guidance how to turn the adoption of innovations into tangible value for the business.
Additional Information
SAP Service Marketplace:
Innovation & Value Realization
Innovation Discovery
PDF:
SAP Innovation Discovery Documentation
MTE Replay:
Innovation Discovery for SAP Business Suite
Main Objectives
IT and line of business clearly understand the value and the implications of SAP’s innovation
Includes usage based information of the customer’s system landscape
Use the Innovation Service as a free-of-charge ‘Self-Service’
In addition to the various Enterprise Support services I showed before, SAP also provide Innovation Discovery tools which help our customer to find the right innovations for their business.
For example the Innovation Discovery for SAP Products is a self-service for customers to find innovations about SAP products.
1. IT employees and line of business employees will clearly understand the value and the implications of SAP’s innovations. 2. Customers will find innovations tailored to their business because Innovation Discovery can include usage data of the customer’s system landscape. 3. Customers can use the Innovation Service as a ‘Self-Service’.
4. Innovations can be selected by delivery channel, by latest shipments or from a license perspective, and more criteria's.

34. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
Overview
Customer Incident
Coming to the fourth area of SAP Enterprise Support, an essential area for your daily business, the MISSION-CRITICAL SUPPORT.
Regardless of your deployment scenario and for whatever issues arise, a cornerstone of SAP Enterprise Support is mission-critical support that gets you the attention you need at the speed you expect.
This means accelerated problem resolution, fewer business disruptions, and less unforeseen downtime so that you can keep operating at peak performance.
Here we will provide you and overview on topics like Service Level Agreement (SLA) and escalation handling. In addition we will cover the incident creation part.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

35. GETTING STARTED with Mission Critical Support Overview
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.
If you are unable to resolve an issue by utilizing the knowledge database in SAP Notes, you should create a customer incident via your SAP Solution Manager or the SAP Support Portal. In case of a production-down situation that may lead to business process down situations, the production-down support team will find a solution or a work-around that will allow you to resume business operations as quickly as possible. To raise a critical situation with SAP, please open a “very high” customer incident and, if needed, call the Customer Interaction Center. If you need to provide SAP with additional information regarding a production-down situation, please have the SAP customer incident number and business impact details available.

36. GETTING STARTED with Mission Critical Support Service-Level Agreements
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**
For whenever issues arise, SAP Enterprise Support provides mission-critical support that gets you the attention you need at the speed you expect. Underlying our commitment to you are explicit service-level agreements. For “very high” customer incidents, we will respond within one hour and provide a fix, workaround, or action plan within four hours after the initial response. For “high” customer incidents, we provide an initial response within four hours.
Through mission critical support, SAP Enterprise Support provides
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
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

37. GETTING STARTED with Mission Critical Support Customer Incident
Create customer incident with following content:
Choose installation and system number
Select the correct component
Enter S-user/person getting the error message
Provide a meaningful short text description and a step-by-step description including navigation and description of expected results
Add screenshot of error message and inform about any SAP Notes Search which was done
Open service connection and provide login data (SAP Note )
Carefully select the incident priority (SAP Note 67739)
Record only one issue per incident (SAP Note 50048)
For any problem with this application create an incident under component: “XX-SER-SAPSMP-IBX”
Additional Information
SAP Support Portal:
Incidents
Knowledge Base
MTE Replay:
The perfect customer incident
What a CCOE should know about incident processing
PDF:
Support Essential: What a Customer Should Know About SAP Incident Processing
Quick IQ:
How to manage incidents on the SAP Service Marketplace
This slide explains you how to create the “Perfect” Customer Incident
You should, for example:
Choose right installation and system number
Select the correct component
Then create a meaningful short text description of the problem, document the specific workflow for the issue and your analysis
Provide screenshots of the error message and inform about any SAP Note Search which was done
Open service connection and provide login data
And finally, select an appropriate priority level according to SAP Note 67739
Please remember to just record only one issue per incident as recommended under SAP Note 50048
In the right-hand box you will find the most important presentations and Meet the Expert Sessions about this topic for later reference.

38. SAP Preferred Care: Enhanced support foundation
Collaboration
Innovation and Value Realization
Mission-Critical Support
Empowerment
SAP Preferred Care enhanced support foundation
Proactive and preventive support
Customer success manager | Product expert access | Additional proactive checks | Enhanced service-level agreements
Across all deployment options
SAP Enterprise Support support foundation
On top of the SAP Enterprise Support agreement, which represents the SAP Support Foundation, SAP offers further enhanced support.
While the foundational support focuses on standardized and scalable delivery for your day-to-day business, SAP Preferred Care focuses on enhanced proactive and a more personalized support.
With the support of a dedicated Customer Success Manager, included in SAP Preferred Care, you will benefit from innovative support. The Customer Success Manager will provide individualized guidance, coaching and best practices for solution adoption to run your organization at peak efficiency – with reduced operational costs and moving forward with the innovations that drive better performance.
With the Product Expert Access, included in SAP Preferred Care, you are enabled to collaborate with experts giving you additional advice whenever needed. You can address your needs proactively which helps to ensure positive business outcome.
Additional SAP delivered remote services and proactive checks, included in SAP Preferred Care, enable you to unlock the business value of existing investments and introduce new innovations in a swift manner to maximize your success.
SAP Preferred Care also includes an enhanced Service Level Agreement which provides accelerated issue resolution to ensure operations quality improvements in order to minimize business disruption and unforeseen downtime.
On-premise
Hybrid
Cloud

39. Thank you.

40. Appendix

41. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (1/4)
Collaboration
Contact us (CALL-1-SAP / CIC)
(SAP Note Customer Interaction Center: Hotline Numbers & Addresses )
SAP Enterprise Support Advisory
Collaboration brochure (PDF)
Online Form
Customer Center of Expertise (CUSTOMER COE)
Getting Started with Primary CCOE Certification (PDF)
What a Customer CoE should know about incident management
What a Customer CoE should know about his/her role in the new Hybrid world
SAP Support Backbone
SAP Community
SAP Support Portal
( Personal Demo)
System Data Maintenance
(SAP Note System data maintenance (collective note))
This slide lists many useful links and notes which have been presented in the COLLABORATION section.

42. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (2/4)
Empowerment
SAP Enterprise Support Academy
Delivery Formats
Service Details / CQC
(SAP Note SAP Support Services central preparatory note)
(SAP Note Advanced Remote Service Delivery Customer info)
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT and EMPOWERENT section.

43. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (3/4)
Innovation & Value Realization
SAP Enterprise Support value maps
SAP Solution Manager
Install and Configure
Solution Documentation
SAP Solution Manager Diagnostics
Remote Support
Activate SAP EarlyWatch Alert
Root Cause Analysis
Business Scenario Recommendation
BSR for SAP S/4HANA
SAP Fiori Apps Recommendations Report
SAP Innovation and Optimization Pathfinder
Innovation Discovery
This slide lists many useful links which have been presented in the INNOVATION & VALUE REALIZATION section.
Remember to Run Simple with SAP Enterprise Support and visit us at or check out the Getting Started with SAP Enterprise Support Brochure (PDF)

44. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (4/4)
Mission Critical Support
Overview SAP Enterprise Support Scope Description
Customer Incident
Support Essential: What a Customer Should Know About SAP Incident Processing (PDF)
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT and EMPOWERENT section.