1. ATUL PATANKAR [ ASUG INSTALLATION MEMBER MEMBER SINCE: 2000 LINDA WILSON [ ASUG INSTALLATION MEMBER MEMBER SINCE: 1999 JUERGEN LINDNER [ SAP POINT OF CONTACT MEMBER SINCE: 1998 [ ] Services & Support Community Overview [ Jason Sprunk Rockwell Automation

2. [ Real Experience. Real Advantage. Ever heard these questions?  How do I deal with a global SAP rollout?  How do I train 5000 employees for a big bang go-live?  How do we transition from a project team to ‘steady state’ mode?  What’s the most effective way to manage multiple implementations at the same time?  How do I get stakeholder alignment?  What’s the top ten reasons for SAP implementation failure?  What’s Agile Project Management mean to SAP?

3. [ Real Experience. Real Advantage. Check out the Services & Support Community Community Focus: Equipping members with best practices and lessons learned across SAP implementation and support lifecycle. Documentation & Training Program Management/Maintenance Strategies Customer Competency Centers/CoE Organizational Change Management Global Implementations

4. [ Real Experience. Real Advantage. 4 S&S SIGS: Current Volunteers Customer Competency Centers SIG Special Interest Group Chair, Brian Dahill Special Interest Group Program Chair, Gabe Rodriquez, Halliburton Documentation & Training SIG Special Interest Group Chair, Andrea Wallace, Tyson Foods Special Interest Group Program Chair, Kay Chase, Cargill Global Implementations SIG Special Interest Group Chair, Sean Williams, IBM Special Interest Group Program Chair, OPEN Organizational Change Management SIG Special Interest Group Chair, Marcy Brajkovic, Hospira, Inc. Special Interest Group Program Chair, OPEN Program Management & Maintenance Strategies SIG Special Interest Group Chair, John Choate Special Interest Group Program Chair – OPEN

5. [ Real Experience. Real Advantage. Organizational Change Management SIG Overall Focus: I ssues related to the human element of a change initiative linked with SAP installations. The SIG explores the business and users level of preparedness to accept, support, understand, and use the SAP solution effectively.

6. [ Real Experience. Real Advantage. OCM Hot Topics Change Management strategies OCM methods, tools, techniques Stakeholder and Communication Management approaches Best Practices and lessons learned as they relate to the SAP development and deployment phases Super User Programs (cross over with Doc &Training)

7. [ Real Experience. Real Advantage. OCM – 2010 Annual Conference Sessions  Business Modeling Management: Framework for Business Innovation and Transformation – SAP  Is there is such a thing as a happy user?– Kraft Foods  A True Measure of Change – HD Supply  Mmm, Mmm Good … How Campbell Soup Company “Sustains” SAP – Campbell Soup  Business-Driven IT Governance: Leverage Your ERP for Strategic Advantage – Orange County Public Schools  Adopting Organizational Change into an Agile SAP Delivery Framework – Genesis Consulting  Organizational Change Tool: The Change Network – The Brown Shoe

8. [ Real Experience. Real Advantage. OCM SIG…Additional Things to Know  OCM Benchmark Survey Available  OCM Best Practices Webcast held 4/15/10  Recording available in the coming weeks from ASUG.com

9. [ Real Experience. Real Advantage. Global Implementations SIG Overall Focus: The ASUG Global Implementations SIG is comprised of members from companies that have implemented or plan to implement SAP on a world-wide scale. This SIG addresses the special requirements of supporting global SAP systems installations and provides opportunities for education, networking, and influence for its members.

10. [ Real Experience. Real Advantage. Global Implementations Hot Topics Topics of focus include SAP "Best Practices" for managing global upgrades and implementations, optimizing global operations, and delivering global processes to your company.

11. [ Real Experience. Real Advantage. Global Implementations SIG 2010 Conference Sessions  Amgen's Release Strategy to Fulfill Ongoing Business Demand – Amgen  Effective Blueprinting for a global SAP rollout– Hospira  How CA Inc., Executed Post-Go-Live Support After Global SAP Implementation – CA  SLO Sets Standard for Transformation Technology– SAP  Implementing SAP Globally at Kraton Across 10 Countries in Just 9 Months – Kraton Polymers  Panel Discussion: The Upgrade Path to SAP ERP 6.0  The Under Armour Story: From SAP Software Upgrades to Updates  Beyond Magic, Process Integration using End to End Business Scenarios – IBM  Global Oil Company Sustains its SAP Assets Through Governance - Chevron

12. [ Real Experience. Real Advantage. Documentation & Training SIG  The ASUG Documentation & Training SIG addresses issues related to design, development, delivery, and on-going support of end-user training and documentation. This SIG also covers issues related to leveraging and enhancing the learning strategies, capabilities, and design after the initial SAP software implementation.

13. [ Real Experience. Real Advantage. Hot Topics  New SAP implementation strategies / success stories  Tools and technology  Post go live sustainment model for training and support  Leveraging existing training and documentation for new projects/methods  Metrics and measurement of project success  Training environment / sandbox

14. [ Real Experience. Real Advantage. Discussion Forums, Newsletters  Discussion Forums are used to ask questions to peers  Quick  Relevant  Subscribe to forum to receive email notification of new threads, responses to existing threads  Newsletters are quarterly updates from the community on recent events, trends, stories and helpful hints

15. [ Real Experience. Real Advantage. D&T – 2010 Annual Conference Sessions  Streamlined Training Assessment at NPPD: Integrating Questionmark with SAP Learning Solution  Building a Vigorous Learning Sustainment Strategy Beyond Go- Live - RWD  Kraft Foods: Getting the Right Ingredients for Training Development–  Merck & Company Learning Sustainment Model and Solutions: Post Go-Live  Design, Develop, and Deliver Highly-Effective SAP End-User Training AspireHR  Educating in a Virtual World - Bank of America's Story  Presentation by SAP Education: Best Practices Award Winner

16. [ Real Experience. Real Advantage. Influence Council  Relaunch of Documentation & Training related influence council:  Online Education  Join our community to receive email updates and invitations on these activities

17. [ Real Experience. Real Advantage. Program Management & Maintenance Strategies SIG  This SIG provides a comprehensive SAP life cycle management focus environment, ranging from applying a management framework to business initiatives to optimizing SAP maintenance. The goal of the ASUG Program Management & Maintenance Strategies SIG is to enable Project Managers at all levels and Managers of SAP Maintenance Responsibilities the opportunity to communicate and learn from one another.

18. [ Real Experience. Real Advantage. Hot Topics!  SAP technology basics and terminology  PMO 2.0: Business Center of Excellence within your company  Agile and lean  The types of clouds (there are three now)  SAP Solution Manager as a valuable PM tool and upgrade strategy success factor  Key PM metrics and KPIs  SAP and PM certifications for professional growth and functional competency  PM trends for 2010 18

19. [ Real Experience. Real Advantage. PMMS – 2010 Annual Conference Sessions Six Best Practices to Successfully Integrate Business and IT The Five Best Practices for Upgrading High-performance SAP Environments Successfully SAP Upgrades, Project Management Challenge Increase Your SAP Team's Productivity with Lean and Agile Combining ASAP and Agile Project Methodologies to Maximize ROI Value-to-Adopt: GET MORE OUT OF YOUR INVESTMENT IN SAP SOFTWARE How IT Teams Can Become Trusted Advisors to Business Leaders Delivering Results with Agile SAP: A Panel Discussion Value Management: Best Practices in Realizing Value from your IT Investments Quality Audit Reporting

20. [ Real Experience. Real Advantage. SAP Training Courses  ERP/SAP - The Basic’s  Developed / Presented / Refining  User perspective  Areas: PM, ERP, SAP, Technology, and Business Applications/Suites  + Tie to 2009 Business/Techno Priorities!  Quote/Order To Cash – 2008 ASUG Top Series  Solution Manager & PMBOK (In Development) 20

21. [ Real Experience. Real Advantage. 21 CCC/COE Special Interest Group Special Interest Group Chair, Brian Dahill Special Interest Group Program Chair, Gabe Rodriguez  The CCC / COE SIG is an independent forum for knowledge-sharing about the successes, challenges and lessons learned among the SAP COE’s in the Americas.  This SIG is for people who are involved in supporting their company’s business processes and associated SAP solutions. We provide content in:  Application Life Cycle Management  Production Support  Business Process Management  SAP’s COE Certification program

22. [ Real Experience. Real Advantage. 22 CCC / COE Hot Topics  Customer COE Certification  Benefits of Certification  Levels of Certification  Process to Get Certified  E2E Solution Operations and the Run/SAP Methodology  Change Control  Root Cause Analysis  Standards for Solution Operations  Best Practices in Overall IT Governance

23. [ Real Experience. Real Advantage. 23 CCC / COE Hot Topics  Business Process Management  Business Process and Interface Monitoring  Business Process Modeling  Key Performance Indicators  Transition from Project Team to Support Organization  How to Manage Transition  Business Process Support vs. Application Support  Run SAP Methodology  Corporate Culture Management

24. [ Real Experience. Real Advantage. 24 CCC / COE Activities  Expanded CoE Education  Collaboration with Local Chapters  SAP-ASUG Best Practice Benchmarking Surveys  Center of Excellence  Strategic Outsourcing  Solution Adoption - NEW

25. [ Real Experience. Real Advantage. CCC – 2010 Annual Conference Sessions How to Plan and Implement Efficient, High-Quality SAP Tests Support your partner solutions with SAP Enterprise Support How Allergan enables Enterprise-wide BI Strategy through a BI COE IBM Rational and SAP Application Lifecycle Management Integration Building your COE with Solution Manager Establishing a Center of Excellence (COE) – The Process Managing SAP ERP Upgrade Projects: Strategies, Methodologies & Tools SAP Test Data Migration Server for HCM at BNSF Railway ERP Consolidation – SAP Standardization, Consolidation & Harmonization (SHC) Evolving an SAP Center of Excellence to Rapid Application Development Enhance the Business Value of IT – Meeting 21st Century Demands to Improve Support and Reduce Total Cost Operations – Pre-Conference Seminar

26. [ Real Experience. Real Advantage. 26 What About You?  What’s your SAP Success Story?  We would love to showcase it.  Webinar/Newsletter/Live Presentation  How Can We Help?  “ New to the SAP Thing?”  Faced with a unique dilemma  Contact Us!  Brian Dahill – SIG Chair Brian_Dahill@email.com  Gabe Rodriguez – Program Chair Gabriel.Rodriguez@Halliburton.com Gabriel.Rodriguez@Halliburton.com

27. [ Real Experience. Real Advantage. Final Thoughts…  Attend our sessions at annual conference  Visit our ASUG.com SIG pages and participate  Volunteer: We need you!  OCM Program Chair  PMMS Program Chair  Global Implementations Program Chair

28. [ Real Experience. Real Advantage. 28 ]  Thank you. Jason Sprunk jssprunk@ra.rockwell.com