SAP Active Global Support
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1 SAP Active Global Support Tätigkeiten und Aufgaben im SAP Service & Support Patrick Möbert Chief Service Architect SAP Active Global Support Mai 2008
2 Agenda SAP Active Global Support SAP als Arbeitgeber Questions & Answers
3 SAP Vorstandsbereiche CEO HENNING KAGERMANN Co-CEO CSO LÉO APOTHEKER Finance & Administration WERNER BRANDT HR, Processes & Information CLAUS HEINRICH Global Service & Support GERHARD OSWALD Business Objects JOHN SCHWARZ Research & Breakthrough Innovation PETER ZENCKE Suite/Industry Development JIM HAGE- MANN SNABE Industry Business Units MICHAEL KLEINEMEIER EMEA ERNIE GUNST Americas, APJ BILL MCDERMOTT SAP NetWeaver KLAUS KREPLIN Business User DOUG MERRITT Global & Solution Marketing MARTY HOMLISH Volume Business HANS-PETER KLAEY
4 Global Service & Support CUSTOMERS ACCOUNT MANAGEMENT FIELD SERVICES ACTIVE GLOBAL SUPPORT Consulting Education Solution Operations Support Uwe Hommel Solution Operations Support GLOBAL SERVICE & SUPPORT Product Support Custom Development Product Support Karl-Heinz Hess Globalization Services Managed Services Business Process Outsourcing Knowledge Product. Services Quality Governance & Production Global New Product Introduction STRATEGIC & OPERATIONAL CONTROL SERVICES SOLUTION MANAGEMENT GSS Operations
5 SAP Active Global Support Locations Worldwide MX US IE UK ES F DE CH AT IN IN CN SGP CN KR JP BR LOCAL SUPPORT REGIONAL SUPPORT GLOBAL SUPPORT CENTER ANZ AMERICAS EUROPE / AFRICA ASIA / PACIFIC WORLDWIDE ACTIVE GLOBAL SUPPORT NETWORK WITH 3000 EMPLOYEES IN 40 COUNTRIES SUPPORTING 43,000+ CUSTOMERS WITH 140,000+ INSTALLATIONS.
6 SAP Active Global Support Figures Mar 2008 A global organization with 3,000 employees in 40 countries Supports more than 47,800 customers in 120+ countries Supports 140,000+ installations, of which are 65,000 productive Delivers worldwide per year: Solutions for about 800,000 customer messages About 19,000 proactive service sessions (such as SAP GoingLive Check and SAP EarlyWatch Check) About 2,500 on-site services (such as Safeguarding and Optimization Services) Maintains all SAP software that is in unrestricted shipment Creation and improvement of SAP Notes Collection, production, and provision of SAP Support Packages Creation of legal changes to meet changes to existing laws Structured product feedback to development
7 SAP Business Units Product Innovation Lifecycle SAP Development SAP Consulting SAP Active Global Support Solution Operations Support SAP Active Global Support Product Support Development Implementation Operations Bug Fixing Product and software development. Solution implementation. End-to-end solution operations support. Mission critical operations support. Technical quality management. Proactive and preventive Customer reports a software issue and provides an example for reproduction. SAP analyzes the issue and, in case of an error, provides a bug fix as "note", which will be included in the next Support Package or Release. Reactive
8 SAP Active Global Support Focus Solution Operations Support Active Global Support Product Support Focus Top 10% customers Addressing risk management, technical quality management, TCO, and innovation Delivered through: On-site services based on a highly personalized engagement model Focus All customers Providing remote support and maintenance services Efficient execution through: Message ownership, automatic dispatching, standardized customer engagement model End-to-End Solution Operations Support Primary Support (Global Support Centers) Mission Critical Operations Support Development Support (Installed Base Maintenance & Support) Centers of Expertise Global Support Customer Interaction Core elements of each organization
9 End-to-End Solution Operations Core Capabilities End-to-End Root-Cause Analysis SAP standards for Incident Management Speak the same language End-to-End Change Control SAP standards for Change Control and Application Management SAP standards for Functional, Regression and Volume Testing Manage quality End-to-End Business Process Integration and Automation SAP standards for Job Scheduling, Interface and Business Process Monitoring Enable value realization End-to-End Enterprise SOA Readiness SAP standards for Managing Custom Components, Upgrades and Migrations Get ready for new business needs SAP Standards = Tools, Processes and Best Practices
10 Active Global Support = 360 ENGAGEMENT Customers, Partners and Employees Never Walk Alone CUSTOMER Engagement Architect (EA) within SAP MaxAttention Technical Quality Manager (TQM) Front Office Issue analysis, tracking, and resolution Facilitate real-time team-up with back office Executive reporting and review meetings SOLUTIONS ISSUES SAP Solution Manager facilitates collaboration between front office and back office SAP Support Experts Expertise on Demand Developers Consultants Global Back Office Support for front-office team Provides functional and technical expertise for resolution Global organization with 3,000 employees in 40 countries backed up by more than 6,000 developers, representing the experience of 140,000+ installations
11 Agenda SAP Active Global Support SAP als Arbeitsgeber Questions & Answers
12 SAP = Software and People Voraussetzung für die Optimierung der Software sind Kreativität und Innovation. Die wichtigsten Werte eines Softwareanbieters sind engagierte und motivierte Mitarbeiter.
13 SAP Firmenkultur Internationales Arbeiten (Team, Kunden) Eigenverantwortliches Arbeiten Schnell Verantwortung übernehmen Moderne Ausstattung des Arbeitsplatzes Stetige Veränderung und Wandel Vielseitige Tätigkeiten (Entwicklung, Lieferung, Training usw.) Hilfsbereite, freundliche Kollegen
14 Was sollte man mitbringen? Sehr guter Studienabschluss Sehr gute Kommunikationsfertigkeiten Sehr gute Englischkenntnisse Auslandserfahrung (Internationalität) Flexibilität Reisebereitschaft Neugier und Lust auf ständige Weiterentwicklung Interesse an der Informationstechnologie und technischen Themen Kreativität
15 Agenda SAP Active Global Support SAP als Arbeitsgeber Questions & Answers
16 Thank you for your attention! Questions
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