Take advantage of a personal coach and advisor for specific software component needs. November 2013

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1 Take advantage of a personal coach and advisor for specific software component needs November 2013

2 Legal disclaimer The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP s willful misconduct or gross negligence. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP AG or an SAP affiliate company. All rights reserved. Customer 2

3 The approach Sometimes all you need is just a little guidance in order to complete a task or to overcome a challenge and you might be looking for someone who takes the time to explain to you how to do it best SAP AG or an SAP affiliate company. All rights reserved. Customer 3

4 The solution Access an SAP expert who can help you find the best way to meet your business requirements new offering SAP ActiveEmbedded, product engineer on demand option 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 4

5 What is it? SAP ActiveEmbedded, product engineer on demand provides a facility to access a senior SAP product engineer with no agenda other than to help you ensure long term sustainability and minimum total cost of ownership for your systems. Access Access to an on call named, experienced and expert product engineer for a selected product area in a mutually agreed time zone* Issue Handler A dedicated issue handler for issues raised for the selected product in scope for the contact helping you to accelerate issue resolution *) determined during scoping aiming to achieve a minimum of 6 hours time zone overlap SAP AG or an SAP affiliate company. All rights reserved. Customer 5

6 How it works A product engineer will be able to Call me directly during our mutually agreed time zone, after I created a customer message on component XX-PED- Coach coach you through the SAP best practices configuration steps for a certain product. Advise advise on the required steps to configure a certain product to meet functional requirements supported through SAP standard. Explain explain how to perform necessary steps provided by SAP support to resolve an issue, and how to avoid this issue from reoccurring. A product engineer is not meant to perform the tasks normally associated with an implementation project team or services provided by a professional services consultant, implement changes or undertake implementation tasks, or replace functions covered by SAP AGS engineering services available through SAP ActiveEmbedded and SAP MaxAttention engagements SAP AG or an SAP affiliate company. All rights reserved. Customer 6

7 What the product engineer provides coverage examples The product engineer acts as a coach and advisor for you in the selected product areas helping identify ways that you could add more value for example: Tactical short term assistance on product questions Delivery of specific "point" knowledge transfer to customer on product where knowledge gap is identified Identifying potential operational efficiency improvements Highlighting potential areas of exposure to excess cost and risk Best practice around the product within scope Suggested areas where deeper investigation and review may provide added value 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 7

8 Delivery approach Technical Quality Manager Review Service Premium Mission Critical Support Product Engineer on Demand Focused on your complete end-to-end solution. Can act as a point of escalation outside of the focused product area. Led or coordinated by the TQM, it reviews the products in scope at the start of an engagement in regards to: System landscape Key issues/risks Key contacts Helps to resolve your critical situations beyond the scope of standard SAP support. Provides guidance and coaching for one specific product area. Can assist with providing a solution within the selected product with functional guidance SAP AG or an SAP affiliate company. All rights reserved. Customer 8

9 Product areas covered Product areas covered BI CRM EIM EPM FIN HCM MM PP SD - Business Intelligence - Customer Relationship Management - Enterprise Information Management - Enterprise Performance Management - Finance - Human Capital Management - Materials Management - Production Planning - Sales and Distribution GRC - Risk NW-Core - SAP NetWeaver Core NW-Java - SAP NetWeaver Java NW-BW - SAP NetWeaver Business Warehouse SCM - Supply Chain Management SRM - Supplier Relationship Management Sybase - Sybase (IQ, ASE/REP on SAP Paper) Mobility - Mobile Product areas currently EXCLUDED SAP HANA SCM-EWM SCM-TM SYBASE 365 MAM DOE Please note: Components will be governed by the SAP component that has been assigned to the objects development class SAP AG or an SAP affiliate company. All rights reserved. Customer 9

10 Example scenarios Can you relate to any of these? Industry Challenge Solution Retail High Tech Industrial Components Wants to make sure that the web shop is accessible 24 hours a day and is scalable enough to handle peak customer traffic. SAP system needs to be configured to handle sales order processing of service-based product (without a shipment location). SAP support provided the steps required to resolve the issue. These are complicated and difficult to execute if not performed by someone experienced in SAP CRM. The PED coaches the customer through the SAP best practices configuration steps to ensure the CRM is load-balanced across all the connected Java servers. The PED advises the customer on the required steps to configure SD to skip the delivery requirement for sales orders of service-based products. The PED explains how to perform the corrective actions, how theses steps could impact the rest of the CRM system, and how to avoid this issue from reoccurring SAP AG or an SAP affiliate company. All rights reserved. Customer 10

11 What s in it for you? Your benefits 1 Support Coaching, guidance and advice related to product, product roadmap-related or technical questions on specific SAP software components and best practices 2 Risk Reduction Risk reduction by providing a channel for How to questions not covered by SAP support, etc. 3 Know-how transfer Building and improving know-how on operating SAP solutions, and how to apply a workaround or solution to a product challenge, etc. 4 Optimizing operations Improving efficiency in operating SAP solutions due to improved product knowledge Trusted Advisor and Access to an independent SAP product expert integrating the 5 advocate organization into the SAP Active Global Support backbone 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 11

12 Want to know more? Contact us! In general: Ask your SAP support contact or technical quality manager (for premium support engagements) for more details Your regional contacts: APJ: Paul Baird EMEA: Chidananda S Murthy Latin & South America: Sean Thomson North America: Keith Lamont For Sybase customers: APJ: Rodney Hood EMEA: Karen Shelly Latin & South America: Sandra Barbosa North America: Dan Cohen 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 12

13 Questions & Answers

14 Further reading and links Get more details: Get easy and flexible access to SAP product engineers A competitive advantage through an increased speed of innovation consumption Individual coaching and advice from a product engineer More interesting links: * SAP Service Marketplace / SAP Support Portal access requires s-user login 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 14

15 Thank you for your attention! Your speakers today: Christopher Riley Principal Maintenance Go-to-Market SAP AG M T Christopher.Riley@SAP.com Paul Baird ANZ AGS Operations SAP AG M T Paul.Baird@SAP.com 2013 SAP AG or an SAP affiliate company. All rights reserved.

16 2013 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices SAP AG or an SAP affiliate company. All rights reserved. Customer 16