Support für Cloud und hybride Szenarien. Waldemar Befort, SAP Global Service & Support 15. September 2015

Transcription

1 Support für Cloud und hybride Szenarien Waldemar Befort, SAP Global Service & Support 15. September 2015

4 A World of Change A Digital World Mobile There are now more mobile devices on earth than there are people Cloud Cloud computing will become the bulk of new IT spend by 2016 Social More than one billion people are actively engaged in social networks Big data 50 billion devices will be capable of connecting to the Internet, resulting in an explosion in the amount of data 2015 SAP AG. All rights reserved. Public 4

5 SAP Cloud Portfolio SOCIAL PEOPLE TO PEOPLE COLLABORATION MANAGED CLOUD LINE OF BUSINESS CLOUD APPLICATIONS CLOUD MARKETPLACE Business Suite NetWeaver BW Powered by SAP HANA PEOPLE CUSTOMER MONEY SUPPLIER SAP S/4 HANA - Cloud Edition CUSTOMER APPS PARTNER/ ISV APPS BUSINESS NETWORK BUSINESS TO BUSINESS COLLABORATION SAP HANA CLOUD PLATFORM Application Development Integration Database and Analytics Foundation 2015 SAP AG. All rights reserved. Public 5

7 Evolution of SAP Support From a reactive mode to a proactive enabler of business success Value of Support Accelerated Innovation Integrated Support (SAP ONE Support program) Continuous Improvement Hybrid Mission Critical Support and Performance Total Cost of Operations On- Premi s Cloud Cloud and On-Premise Time 2015 SAP AG. All rights reserved. Public 8

8 SAP Support Is Much More Than a Help Desk Key elements of innovative support Mission Critical Support Empowerment Collaboration Innovation & Value Realization Rely on business continuity Empower your people Engage with experts Realize value and innovate faster Get relief from critical situations through round-the-clock production-down support Quickly identify and resolve issues Higher reliability Build the skills that build value to increase IT efficiency Reduce operational costs Focus more of your energies on business innovations Benefit from a proactive engagement to run at peak performance Get advice on how to best use available resources and avoid unnecessary efforts Access support experts when needed to help ensure positive business outcomes Unlock the business value of existing investments Introduce new innovations in a swift manner that helps minimize risk 2015 SAP AG. All rights reserved. Public 9

9 SAP Enterprise Support Delivering ONE customer support experience across On-Premise and Cloud SAP Enterprise Support Mission Critical Support Empowerment Collaboration Innovation & Value Realization Customer SAP On-Premise Solutions SF Cloud Solutions SAP Business ByDesign SAP Cloud for Customer SAP ByD SAP C4C 2015 SAP AG. All rights reserved. Public 10

10 SAP ONE Support Program Achievements 2014 and Outlook Already achieved or in the last stage of completion On-Premise and Cloud available planned One Web Access One Support Portfolio One Support Delivery One integrated access point for all support inquiries globally (CALL-1-SAP) Pilot version of SAP ONE Support Launchpad Initial set of SAP Enterprise Support services for hybrid deployments, ESR Aligned and integrated incident mgmt. One harmonized escalation process SuccessFactors support portal is merged into the SAP ONE Support portal, other support portals to follow Full portfolio of proactive services in the baseline support offering SAP Enterprise Support, i.e. EWA, Remote Checks All customer incident management of SAP support will be merged into a single backend system One End-to-End (E2E) Lifecycle Management On-premise/Hybrid lifecycle management scenarios powered by SAP Solution Manager (7.1 SP12) More on premise / hybrid lifecycle management scenarios powered by SAP Solution Manager (7.1 SP13+ / 7.2) and additional Value Realization tools 2015 SAP AG. All rights reserved. Public 11

11 SAP Preferred Care and SAP Enterprise Support Cloud Edition Preferred Care Enhanced level of support SAP Enterprise Support Cloud Edition Foundation support offering Foundation support offering included in every subscription Large Investment for all cloud customers to be upgraded from Standard to Enterprise Support Proactive and preventive support from day one covering the complete lifecycle Builds on mission-critical support, empowerment, collaboration plus innovation and value Realization Smooth integration of cloud solutions and end-to-end supportability of hybrid landscapes Phone, chat and web support for configuration issues and product defects 24x7 Support for all Very High & High incidents Global 24x7 root cause analysis Preferred Care SAP Enterprise Support Cloud Edition Includes everything in SAP Enterprise Support Assigned Customer Success Manager with greater time commitment to customer CSM s will be functionally deeper and more technical CSM s will be provided a substantial backbone in the Mission Control Centers (MCC) and On Demand expertise Priority Handling & Enhanced service levels for response and resolution targets Weekly case reviews with escalation point of contact Individualized System Administrator training content Cycle, go live and integration support Consultative guidance by Product Expert on Demand Guidance for release optimization and testing best practices Governance and Quarterly Support Scorecard Access to Value & Adoption resources and content Access to Technical Services to do minor configuration One annual test environment refresh 2015 SAP AG. All rights reserved. Public 12

14 SuccessFactors and SAP ERP Integration Three Ways to your Cloud Full Cloud HCM run all people management applications in the cloud. Talent Hybrid run talent solutions in the cloud while keeping employee administration On-Premise. Side-By-Side HCM More Information you will find on the Service Market Place help.sap.com/cloud4hr adopt SuccessFactors Employee Central as the cloud- based Core HR system for a subset of employees while retaining SAP ERP HCM as the Core HR system for another subset of employees SAP AG. All rights reserved. Public 15

15 SAP Enterprise Support Cloud & Hybrid Value Map Find the best way from point A to point B! A unique navigation system for maximizing success now available for SuccessFactors X SAP JAM for Cloud & Hybrid Value Map: <link> SAP Enterprise Support Academy Schedule: <link> 2015 SAP AG. All rights reserved. Public 16

17 Value Map Project Scope Each objective delivers significant value & benefit through a bundle of interdependent service assets 1. Security and privacy 1. MTE: Security and privacy in SAP cloud operations 2. MTE: Web-based SSO for Cloud Solutions: Overview 2. Value, roadmap and recommendation 1. MTE: Enterprise Support Cloud & Hybrid Edition - Getting Started 2. MTE: Get a Head Start in the Cloud: Cloud Computing Fundamentals 3. MTE: Holistic IT Management for Hybrid Solution 4. MTE: SuccessFactors Meta Data Framework (MDF) Overview 5. MTE: Overview of Integration Platforms for SuccessFactors 6. MTE Extend existing business processes using SFSF Cloud & Hybrid 7. MTE: SuccessFactors Employee Central: LOB value 8. MTE: SuccessFactors Recruiting: LOB value 9. MTE: Successfactors Learning Management Solutions (LMS): LOB value 10. MTE: Integration Solution Advisor Methodology (ISAM) 3. Integration Methodology 1. MTE: Overview of Integration Platforms for SuccessFactors 2. MTE: Integration Solution Advisor Methodology (ISAM) 3. MTE: SuccessFactors Integration Overview: Employee Central 4. MTE: SuccessFactors Integration Overview: Talent Hybrid 5. MTE: Cloud Integration: Connecting Both Worlds 6. MTE: Success Factors Integration Monitoring via Dell Boomi 7. MTE: Hybrid Integrations Overview (between SAP HCM and SF Modules) 8. MTE: Full Cloud and Side by Side Integrations Overview (between SF EC and SAP ERP) 9. MTE: Hybrid Integrations technical deep dive 10. MTE: Full Cloud Integrations and Side by Side technical deep dive 11. MTE: Cloud Integration best practices 4. Plan the extension of business scenarios 1. MTE: SuccessFactors Employee Central: LOB value 2. MTE: SuccessFactors Recruiting: LOB value 3. MTE: Successfactors Learning Management Solutions (LMS): LOB value 4. MTE: Extend existing business processes using SFSF Cloud & Hybrid 5. Employee data migration 1. MTE: SFSF - Basic Employee Data Transfer 2. MTE: Transfer of Employee Data from SuccessFactors Onboarding to SAP ERP HCM 3. EGI: SFSF - Basic Employee Data Transfer 6. Project Management for business scenario implementation 1. MTE: SAP Launch: Implementation Methodology for Cloud Solutions 2. MTE: SuccessFactors Integration: Customer Go-Live Best Practices 3. MTE: Plan implementation of SFSSF Cloud & Hybrid scenarios within budget, time and quality 7. Go live analysis and verification 1. CQC for Implementation (GoingLive Analysis) 2. CQC for GoingLive Support 3. MTE: SuccessFactors Integration: Customer GoLive Best Practices 8. Monitor & optimize the business outcomes 1. CQC EarlyWatch Check (GoingLive Verification) 2. MTE: SuccessFactors Customer Performance Metrics 3. EGI: End User Experience Monitoring, reporting and analysis 4. SAP Enterprise Support Report Cloud Edition for SuccessFactors 9. End to end incident & escalation management 1. MTE: Implement end to end incident and escalation management processes 2. MTE: Best Practices for a Success Factors Admin User MTE: Meet the Expert EGI: Expert Guided Implementation CQC: Continuous Quality Check 2015 SAP AG. All rights reserved. Public 18

18 Cloud customer organization As foundation to design the Cloud & Hybrid Value Map Configure content and processes (technical) Run the processes efficiently Enable end users and key user (LoB) Implement smooth integrations Monitor and troubleshoot Key User IT 1 Business Process Owner Understand, define, and enhance the business process (functional) Monitor the business outcomes Enable end users and business users in your LoB Evaluate the requirements, cost, risks Develop project plan Coordinate and govern project activities Positively influence the outcome of the projects PMO (LoB & IT) Decision Maker (LoB Head & CIO) Discover the value of business scenarios Make subscription (software + service delivery + support ) decisions 1 SAP cloud operations (cloud only), Customer IT, or CCOE (hybrid and on-premise) PMO: Project Management Office 2015 SAP AG. All rights reserved. Public 19

19 Thank You for Calling SAP Active Global Support CALL-1-SAP From Australia: 1 2 ABC 3 DEF * or 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 4 GHI 5 JKL 7 8 PQRS Language TUV 0 + Repeat 6 * MNO 9 WXYZ Please start using this number today and enjoy an easier way to contact SAP support! *) Access the CALL-1-SAP country list to see how the new number would be accessible from your country; In some countries use of mobile / VOIP connections might not be supported 2015 SAP AG. All rights reserved. Public 20

20 Important service assets: SAP Enterprise Support Report Cloud Edition for SuccessFactors Goal To provide a holistic overview of the SAP Cloud solution and its support status during customer s subscription. Available now: Enterprise Support Report Cloud Edition for SuccessFactors Focus on incidents overview by product, priority, processing time, customer satisfaction, SLA, resolution rate, escalations etc.) Planned Next: To integrate all SAP Cloud products into Enterprise Support Report Cloud Edition To extend the Cloud Report content (Maintenance overview planned/ unplanned, license and usage Information, system availability and response time statistics etc.) To integrate the report content into a dashboard also accessible by customers SAP AG. All rights reserved. Public 21

21 SAP Enterprise Support Advisory Council 2015 Your channel to drive the evolution of SAP Enterprise Support ESAC SAP Enterprise Support Advisory Council 2015 SAP HANA innovations SAP Mobile innovations SAP Cloud innovations Value for business decision makers User Experience Project-based innovations SAP S/4HANA (on-premise) SAP Simple Finance with simple accounting, cash management and integrated planning HANA Cloud Platform mobile services Mobilizing SAP Fiori Mobile Platform Upgrade Software as a Service SAP Enterprise Support assets for SuccessFactor and other Cloud Solutions Realization and transparency of core business process improvement Innovation prediction and Business Scenario Recommendation service SAP Enterprise Support Opportunity Report Define & Execute Customer UX Strategy Increase Customer UX Maturity Adopt SAP UX Innovations like SAP Fiori & SAP Screen Personas SAP Enterprise Support as a Service [To be launched] Link: SAP AG. All rights reserved. Public 22

23 Enterprise Compensation Management Process Customer X SAP ERP PI SAP SuccessFactors Yearly setup of SAP ECM process customizing Flat File Performance Management Process Operations Upload of Performance rating data to Infotype 0024 Compensation Specialists communicates compensation guidelines IDoc RFC SAP EP Line Manager starts compensation review and planning process > Creation of Infotype 0759 Preparation of compensation planning records (IT 0758) based on guidelines and eligibility rules (incl. Exception handling by Infotype 0760) Line Managers submits compensation adjustments for approval Rejection HR Business Partner can consolidate and validate planned review Approval Review manager approves or rejects the salary review Compensation Specialist obtains final approval from the business IDoc Update of payroll data (IT0008) RFC Compensation Specialist effects adjustment in pay Payroll Processing SAP ERP Payroll Systems Compensation Specialist communicates salary adjustment to line manger 2015 SAP AG. All rights reserved. Public 24

24 Proactive engagement using individual service based delivery Customer Example Start of Project GoLive Handover to Production End of Project SAP Business Scenario Recommendations for Cloud (MTE) SAP Cloud Integration Overview (MTE) Data Extraction, Load & Transformation (ETL) (MTE) CQC for Implementation (Analysis and Verification) End User Experience Monitoring (MTE) PI Monitoring (EGI) Plan/ Evaluation- Solution Design Build- Integration Testing and Go Live Run- Post Go Live Support Operate & Optimize Innovate SAP Cloud Business Value Discovery (MTE) Go-live Best Practices (MTE) CQC GoingLive Support Release Cycle Rollout (Report/MTE) SAP Cloud Project Best Practices (MTE) CQC Interface Management CQC Business Process Performance Optimization EarlyWatch Check (EWC) MTE: Meet the Expert EGI: Expert Guided Implementation CQC: Continuous Quality Check * SAP Enterprise Support offerings on SuccessFactors are exhaustive; shown here is a typical recommended support plan for the most common requirements SAP AG. All rights reserved. Public 26

25 SAP Enterprise Support Cloud Edition Summary Foundation support offering included in every subscription SAP Enterprise Support Proactive and preventive support from day one covering the complete lifecycle Builds on mission-critical support, empowerment, collaboration plus innovation and value Realization SAP Support Services along the project milestones SAP Enterprise Support Cloud Edition ONE Support Early and proactive identification of technical risks and definition of mitigation measures Support with operations best practices to ensure smooth solution operations E2E support engagement in case of hybrid landscapes 24x7 Support for all Very High & High incidents SAP Enterprise Support Value Maps are THE platform to learn from experts as well as collaborate with peers on innovative topics SAP AG. All rights reserved. Public 28

26 SAP ENTERPRISE SUPPORT Your delivery and engagement channels in Stay Connected X SAP JAM for Cloud & Hybrid Value Map: <link> SAP Enterprise Support Academy Schedule: <link>

27

28 Waldemar Befort Technical Quality Manager SAP Switzerland AG Althardstrasse Regensdorf Switzerland Mobile waldemar.befort@sap.com

29 2015 SAP SE oder ein SAP-Konzernunternehmen. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP SE oder ein SAP-Konzernunternehmen nicht gestattet. SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP SE (oder von einem SAP-Konzernunternehmen) in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zum Markenrecht finden Sie unter Die von SAP SE oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Produkte können länderspezifische Unterschiede aufweisen. Die vorliegenden Unterlagen werden von der SAP SE oder einem SAP-Konzernunternehmen bereitgestellt und dienen ausschließlich zu Informationszwecken. Die SAP SE oder ihre Konzernunternehmen übernehmen keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation. Die SAP SE oder ein SAP-Konzernunternehmen steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren. Insbesondere sind die SAP SE oder ihre Konzernunternehmen in keiner Weise verpflichtet, in dieser Publikation oder einer zugehörigen Präsentation dargestellte Geschäftsabläufe zu verfolgen oder hierin wiedergegebene Funktionen zu entwickeln oder zu veröffentlichen. Diese Publikation oder eine zugehörige Präsentation, die Strategie und etwaige künftige Entwicklungen, Produkte und/oder Plattformen der SAP SE oder ihrer Konzernunternehmen können von der SAP SE oder ihren Konzernunternehmen jederzeit und ohne Angabe von Gründen unangekündigt geändert werden. Die in dieser Publikation enthaltenen Informationen stellen keine Zusage, kein Versprechen und keine rechtliche Verpflichtung zur Lieferung von Material, Code oder Funktionen dar. Sämtliche vorausschauenden Aussagen unterliegen unterschiedlichen Risiken und Unsicherheiten, durch die die tatsächlichen Ergebnisse von den Erwartungen abweichen können. Die vorausschauenden Aussagen geben die Sicht zu dem Zeitpunkt wieder, zu dem sie getätigt wurden. Dem Leser wird empfohlen, diesen Aussagen kein übertriebenes Vertrauen zu schenken und sich bei Kaufentscheidungen nicht auf sie zu stützen SAP SE. All rights reserved. Public 24