This all-new third edition provides information on SAP's complete service portfolio - the services that support the entire life-cycle of your SAP solution. You learn everything about the full scope of support offerings including SAP Standard Support, SAP Premium Support and SAP MaxAttention, as well as the detailed maintenance strategy for your SAP solutions.

The methodology and infrastructure for enhancing the value of your SAP solution is also dealt with: You get a complete overview over the SAP TCO Framework, plus detailed insights in the interaction between SAP Solution Manager and SAP Service Marketplace.

The core section of this newest edition remains an extensive chapter loaded with practical examples. Using 12 actual customer case studies, the authors show you how to use services and support offerings to execute new business strategies, cut project costs, or create better user experience and satisfaction - in the long term, this translates into low TCO and high ROI.

Highlights

• Setting Up an SAP Workflow
• Agent Assignment
• Workflow Administration
• Creating a Workflow
• E-Process Interfaces
• Using Forms
• Custom Programs

About the Author(s)

Gerhard Oswald is a member of the SAP Executive Board and is responsible for the Service and Support organization at SAP. He is also a member of the Field Management Board, a committee that maintains close direct relationships with SAP customers, and that includes representatives from Sales, Service, and Consulting. This book was also made possible by key contributions from SAP Service and Support organization team members.

Table of Contents

Preface to Third Edition ... 9
Introduction ... 11

1. IT-Powered Business Innovation - The Changing Role of IT ... 15
... 1.1 SAP's Strategy ... 16
... 1.2 The Chief Information Officer (CIO) as Chief Process Innovation Officer ... 20

2. SAP's Service Philosophy ... 21

3. SAP Ecosystem ... 27

4. SAP's Service Offering ... 31
... 4.1 Team and User Training: Knowledge Transfer ... 33
... 4.2 Enabling Support and Operations ... 39
... 4.3 Quality and Risk Management (Considering SAP Safeguarding as an Example) ... 54
... 4.4 Business and IT Strategy Consulting ... 59
... 4.5 Technology Architecture Design ... 62
... 4.6 Solution and Architecture Design ... 62
... 4.7 Solution Integration ... 67
... 4.8 System Landscape Optimization ... 67
... 4.9 Technical Quality Assurance for Implementations, Operations, and Upgrades ... 72
... 4.10 Implementing and Optimizing Support and Operations ... 83
... 4.11 Program and Project Management ... 90
... 4.12 Business Process Design ... 90
... 4.13 Application Implementation ... 91
... 4.14 Developing and Maintaining Custom SAP Solutions ... 93
... 4.15 SAP Managed Services - Hosting and Application Management Services ... 99
... 4.16 Business Process Outsourcing ... 107

5. Generating Value Through Support ... 111
... 5.1 Support Offerings ... 113
... 5.2 Maintenance Strategy ... 121

6. From Professionals for Professionals - SAP Services in Practice ... 127
... 6.1 First Steps Toward an Enterprise Services Architecture ... 128
... 6.2 Designing and Realizing a Strategy for Growth and Efficiency ... 134
... 6.3 Standardized Process for Implementing an SAP Solution ... 148
... 6.4 Creating a Custom Composite Application ... 157
... 6.5 Global SAP System Rollout with Provision for Smooth Operations ... 161
... 6.6 SAP MaxAttention: Risk Reduction and Continuous Optimization ... 165
... 6.7 Upgrading with SAP Ramp-Up ... 179
... 6.8 Planning and Executing Upgrades ... 183
... 6.9 System Landscape Consolidation ... 197
... 6.10 Improving Operations and Support for SAP Solutions ... 203
... 6.11 Planning to Source Selected Support Tasks for Operations and Applications ... 206
... 6.12 Steps Toward a Best-Run IT Organization ... 209

7. SAP Service and Support Infrastructure ... 213
... 7.1 SAP Solution Manager ... 213
... 7.2 SAP Service Marketplace and Portals ... 229
... 7.3 How SAP Solution Manager and SAP Service Marketplace Interact ... 243

8. Cost Transparency with SAP TCO Framework ... 251
... 8.1 SAP TCO Framework ... 252
... 8.2 Building Blocks of SAP TCO Framework ... 253
... 8.3 Reducing Costs with SAP TCO Framework ... 261

Appendix ... 263
... A. Quick Links for SAP Service Marketplace and the Portals ... 263
... B. Glossary ... 267
... C. The Publisher ... 281
... D. Acknowledgements ... 283

Index ... 287