Howto Set Up PCoE

Partner Center of Expertise [PCoE]

Certification Program for VAR

Partners

SAP Channel PartnerEdge

SAP Business All-in-One & SAP BusinessObjects

SAP Partner Service Delivery

SAP Ecosystem & Channels

Stefanie Rindt

February 1, 2011

1. Overview PCoE Certification for VARs

2. Prepare for Support Certification Set up Partner Support Infrastructure

Set up SAP Solution Manager

Set up Partner Support Processes

Set up Marketing & Communications

Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist

5. Find Information and Enablement

Agenda

Partner Center of Expertise

New Support Certification Program

SAP 2010/ Page 4

CERTIFICATION OF THE

PARTNER CENTER OF

EXPERTISE

People.

Processes.

Infrastructure.

YESTERDAY

CERTIFICATION OF

THE INDIVIDUAL

TODAY

Certified SAP

Support Consultant

SAP is introducing a new support center certification which covers the entire partner support organization including support staff, support processes and

infrastructure

PCoE Certification is a mandatory pre-requisite for the support authorization of the channel partner in order to deliver first line support

What is Partner Center of Expertise [PCoE]?

SAP 2010/ Page 5

Partner Center of Expertise PCoE

Is the support organization within the Channel Partner company responsible for service and support of indirect customers SAP-centric solutions

Is handling customers support requests in accordance with SAPs standards (current technical and organizational)

Includes qualified support staff and technical infrastructure

Delivers continuity and maintainability of the business processes, applications, and systems

Partner COE certificate = People Certification + Operational SAP Solution Manager +

Successful Audit

Partner Center of Expertise Certification

Overview

SAP 2010/ Page 6

Summary

Certification validates that the Channel Partners support organization fulfills the minimum requirements needed to provide high quality support services to your customers

During the audit, SAP verifies if defined procedures, guidelines, and templates for support operations are available and comply with SAP support standards

PCoE Certification will be a key differentiator in the marketplace and will allow Channel Partners to advertise their support organization as "certified by SAP" providing a highly

marketable asset to your company

Requirements

Channel Partner fulfills the requirements of SAP Enterprise Support in accordance with the SAP support model and is the primary support provider for SAP software

Your support team should be familiar with general support operations and should have the latest qualifications

You should provide a solid foundational infrastructure, SAP Solution Manager, for end-to-end interaction with customers and SAP

Get certified now as Partner Center of Expertise !


Certification Process Highlevel Overview

Partner

SAP

SAP

PartnerEdge

Channel

Agreement

Exhibit 4.x

E-Learning

Curriculum

Prerequisites Support Consultant Certification Organizational Certification

On-The-Job

Enablement

Sessions

Online

Certification

Check List

Remote

Audit

PCoE

Certificate

Enablement

Sessions

CertificationCertification

Check List

On-The-Job

Enablement

Sessions

Audit

SAP 2010/ Page 7

Setting up a

PCoE Partner Guide


Certification Criteria and Program in a nutshell

Certification

Target group New and former certified partner

Prerequisite SAP Solution Manager (latest SP -3, min. SP23)

At least 2* certified SAP Support Consultants for SAP Business All-in-One and/or SAP

BusinessObjects (C_PXSUP, C_PXSUP_90, C_BOSUP_90)

SAP Certified Application Associate Consultant or SAP Certified Professional Consultant (SAP

Business Objects) or at least two years consulting experience

Certification Criteria Validation of basic support functions**

Support Desk (Support Center)

SAP Solution Manager

Incident Management (Service Desk)

Maintenance Management (Maintenance Optimizer)

System Monitoring (SAP EarlyWatch Alert)

Remote connection

Information Management

Service Planning

Check list Online download from SAP Service Marketplace

Audit Remote

Cost Free of charge (for remote audit)

Certification Local

Award Paper certificate Partner Center of Expertise

Validity of Certificate 2 years (re-certification at least every two years)

* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details

* *Outlined in SAP Channel PartnerEdge Agreement Exhibit 4.x SAP 2010/ Page 8

Take advantage of assistance from your Partner Services Advisor (PSA). Your PSA can

provide you with valuable guidance on your path to support excellence.

As a Partner: What You Need to Do...

Manage the Readiness of Your Support Delivery

Understand

Deliverables

1Get Your

People Enabled

2Get Support

Infrastructure in

Place

3Establish Your

Partner CoE

4

Understand deliverables and

value of new tiered

support model (SAP

Enterprise Support

and SAP Standard

Support)

Certify your support consultants and

enable your sales

staff

SAP Solution Manager, enterprise edition (free

license)

SAP Solution Manager Service-Desk

Going-Live Check (free of charge)

Establish your Partner CoE and

achieve support

certification, both of

which are pre-

requisites for

support

authorization to

provide VAR

delivered support

Your clear path to support excellence.

SAP provides all the guidance and information needed for your organization to quickly pass the

certification process.

Deliver Support

Excellence

5

Re-certification required every two

years

SAP 2010 / Page 9










Agenda

SAP 2010 / Page 11

Dedicated Support Hotline

A dedicated support hotline should be a singular set of numbers available for use 7x24. It is recommended to have phone routing

capabilities or voice mail as an alternative.

Remote Connection

Being a mandatory requirement, Partner should ensure that compliance for remote connectivity is generally high within its

customer base and its own support infrastructure. An 85% compliance target is recommended.

Test Systems

Test systems should be available for all products/releases used by the customer base. These should have remote connection

established with SAP.

Support Staff

Support staff should be available full time and should be able to show competencies and skills through experience and continuing

education. Partner Support Organization has minimum of 2* product-trained (SAP Education certification or at least two [2] years

experience), and certified SAP Support Consultants.

Set up Partner Support Infrastructure

Test

System

Remote

Connectivity

Support

StaffHotline

* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details

SAP 2010 / Page 12

Initial Assessment

In preparation for SAP Enterprise Support, especially for the delivery of Technical Quality Check delivery with SAP Solution

Manager, the VAR should perform one remote setup service (Initial Assessment) for the customer solution. The data collectedduring this setup service shall be validated by the customer and VAR once every year.

SAP EarlyWatch Alert

All productive customer systems should have SAP EarlyWatch Alert [EWA] data sent to VAR Solution Manager. It should then

be processed by the VAR on a quarterly basis (i.e. once per quarter). In cases where the EWA results in a red rating, then

additional reviews will be necessary.

Incident Management

For VARs it is highly recommended to use the SAP Solution Manager Service Desk for Service Providers for handling the incident

management process. It helps customers and partners to accelerate the resolution of support incidents, minimize negative

business impacts, and gain 100% transparency on issues and challenges.

Solution Documentation

Document technical landscape, business process, and custom codes to prevent critical issues. Thus Project information can be

used for ongoing maintenance and improvement. Also, documenting and optimizing custom codes could potentially prevent loss of customizing data and performance.


1/2

Initial Assessment

SAP EarlyWatch

Alert

Maintenance

Optimizer &

Certificate

SAP Solution

Manager Scenarios

Incident Handling

System

Solution

Documentation

SAP 2010 / Page 13

Maintenance Optimizer &Certificate

The Maintenance Optimizer should be operational to ensure a consistent management of all software and configuration updates

and changes on VAR and customer systems. The automatic distribution of the Maintenance Certificate for customers via the SAP

Solution Manager system and Optimizer improves the quality of your customers SAP solutions by preventing patches from being deployed to the wrong system accidentally.


2/2

Initial Assessment

SAP EarlyWatch

Alert

Maintenance

Optimizer &

Certificate

SAP Solution

Manager Scenarios

Incident Handling

System

Solution

Documentation

NOTE: Depending on the supported solution the usage of the listed Solution Manager scenarios can differ. Please

contact your Partner Services Advisor for more details.

SAP 2010 / Page 14

Incident Handling

Support processes should exist, is used with day-to-day operations, and should be documented clearly and in line with the

incident management system.

Handling Complaints and Escalations

Similar to complaints, escalations should have clear ownership for resolution, identified action plans, and constant monitoring and

communication until its resolution. In cases where SAP becomes involved it is also a necessary requirement to have remote

connectivity available to ensure that assistance can be provided by the SAP Support network globally and around the clock.


Handling Complaints

and Escalations

Incident

Handling

SAP 2010 / Page 15


SAP Communication

Presentation

of Support

Presentation of Support

A support-specific presentation material should exist and is actively used for both prospects and customers. It should have

comprehensive information on support offerings, support processes, infrastructure, as well as contact methods.

SAP Communication

VARs should always be kept abreast of any new strategies, offerings, and events within the SAP community. Thus, a VAR should

have regular and ongoing communication with their different interfaces to SAP. These regular contact points are the SAP Channel

Manager and the SAP Partner Services Advisor .

SAP 2010 / Page 16


Feedback

Gathering

Support

Reporting

Service

Improvement

Support Reporting

Reporting on support process compliance as well as support performance should be generated on a regular basis and should be

available for support staff, customers, and management.

Support reports should be aligned with support-specific targets and contractual commitments.

Feedback Gathering

Have regular meetings with support staff to discuss experiences, issues, action items, and ongoing performance. All meetings

should be properly documented and reviewed. Also, regular survey sessions should be conducted with customers at least on an

annual basis. Feedback should be requested for relevant factors such as efficiency, solution quality, staff competence and

behavior.

Service Improvement

There should be options available for process improvement that are regularly reviewed and discussed with relevant parties. This

should generally be spearheaded by Support Management.










Agenda

Certification Engagement Procedure

5 steps

Checklist

Checklist can be

downloaded from

SAP Service

Marketplace

Checklist has to be

completed, with

attachments when

necessary.

Return checklist to

SAP via a customer

message from

partner Solution

Manager under

component SV-BO-REQ with subject Request Partner COE Certification

Assessment

SAP receives Checklist

from Partner

SAP (via point-system)

determines Partner

compliance scale.

Partners not meeting

minimum requirements

receive a detailed

Assessment Report with

recommendations for

improvements.

Partner meeting

minimum requirements

receive an invite letter

for remote audit.

Partner fails Assessment

twice, fails certification.

Preparation

Partner receives letter /

Assessment Report

With Invite

Partner schedules

remote audit with SAP

and prepares team for

audit session.

SAP sent meeting

request and audit

agenda.

With Assessment Report

Partner reviews

recommendations and

applies improvements.

Notifies SAP of

completion and returns

to Assessment phase.

Audit

SAP conducts

introductory

session on PCoE

requirements

Interviews made

with key support

personnel and/or

customer.

Discussions and

clarifications of

support processes,

offerings, roles,

tools, and

procedures.

Demonstration of

key applications

and SAP Solution

Manager

Certification Report

drafted and

submitted to judging

personnel

Review of critical

areas with decision

to award or fail.

Partner notified via

email cced to

relevant SAP

contacts.

Soft copy of

Certification report

sent via email

PCoE certificate

signed by SAP and

sent to Partner

Judging

PCoE Audit Agenda

SAP 2010 / Page 19

Time Agenda Participant

30 Introduction to Support Certification SAP

30 Presentation of Support Services1

60 Presentation of Problem Reporting Tool2

break

45 Interview, Support Manager3 SAP, VAR Support Manager

15 Interview, Support Staff (Helpdesk)4 SAP, VAR Support Staff

break

20 Interview, Support Staff (Technical)5 SAP, VAR Support Staff

20 Interview, Support Staff (Functional)6 SAP, VAR Support Staff

30 Systems Check & Testing7 SAP, VAR Support Staff

45 Summary & Evaluation SAP,

1 intro, how VAR provides services to prospects, customers2 problem creation, message processing, forwarding to SAP, reporting facilities, maintenance, backup procedures3 team KPIs, resources, training, PSA, escalation,4 if VAR has a call center or separate dispatcher5 what happens on very high situations, EWA, MOPZ demo,6 demo, process, KPI, 7 SAP Solution Manager, Test Systems, Remote Connection

Plus 30 Customer Interview (appointment set up by VAR) SAP,










Agenda

Completing the PCoE Checklist

Walk Through

SAP 2010 / Page 21

BEST PRACTICES

Ensure you have

Implemented ALL requirements, incl. SAP EarlyWatch Alert, test systems on partner side, and remote connections between all parties [SAP, Customer, VAR]

Filled in ALL fields of the checklist

Provided ALL supporting documentation with the PCoE request [ticket to SAP]

Submitting the PCoE Checklist

https://service.sap.com/~sapidb/011000358700001045832010E

Prerequisites for your SAP Solution Manager

Create a solution in your productive SAP Solution Manager

Prepare your productive SAP Solution Manager for the Remote Audit Service Delivery: Have remote connection for your productive SAP Solution Manager system

Activate SAP Early Watch Alert on your SAP Solution Manager system (Please refer to note 1257308)

Implement SAP Note 1172939

Provide name of the solution and solution landscape description in which your productive Solution Manager system is included and which SAP should use for service delivery

Register your solution at SAP

Sending the PCoE Checklist

Open a customer message from partner SAP Solution Manager under component SV-BO-REQ with subject Request Partner COE Certification

Attach completed PCoE Checklist with all relevant documentation

Send message to SAP

SAP 2010 / Page 22










Agenda

On The Job Enablement Sessions

for SAP Solution Manager


Essentials for VARs

General Introduction


Start with eLearning for

SAP BAiO and/or BOBJ

Support Consultant

Level 1

4 Technical 1 hour

Preparation for installing

Solution Manager -

Prerequisites, Tips & Tricks,

Best Practices

3 Business 1 hour


Maintenance Optimizer Introduction

5 Business 1 hour

Introduction to SAP Solution

Manager Service Desk Functional Overview

1 Business 1 hour


Enterprise Edition

6 Technical 1 hour

Master Data Concept within


Service Desk

7 Technical 1 hour


Service Desk VAR Scenario Configuration Part I

8 Technical 1 hour


Service Desk VAR ScenarioConfiguration Part II

Goto http://channel.sap.com Education SAP Business All-in-One or SAP BusinessObjects Role-based Training Support Consultant On-The-Job Enablement for SAP Solution Manager

Service Desk Advanced

10 Technical 1 hour


Service Desk Action andConfiguration

11 Technical 1 hour


Service Desk Organizational model/

Support team set-up

2 Technical 1 hour

New Functions for VARs

within Solution Manager

SP23

9 Technical 1 hour

Solution Documentation for

VARs - Basic Requirements

12 Technical 1 hour


Service Desk ServiceContracts and Service Level

Agreements

SAP 2010 / Page 24

On The Job Enablement Sessions

for Enterprise Support

Support Processes,

Services & InfrastructureGeneral Introduction

Enterprise Support

1 Business 1 hour

SAP Enterprise Support

for VARs Introduction andHigh Level Overview of SAP

Enterprise Support

2 Business 1 hour

SAP Enterprise Support for

VARs Partner Enablement

3 Business 1 hour


for VARs High LevelIntroduction into Run SAP

Methodology

4 Business 1 hour


for VARs How to set up aSupport Centre

5 Technical 1 hour


for VARs Mission CriticalSupport

6 Technical 1 hour


VARs Mission CriticalSupport Prerequisite I:

SAP Early Watch Alert

8 Business 1 hour


VARs Proactive andReactive Remote Service

Portfolio

7 Technical 1 hour


VARs Mission CriticalSupport Prerequisites II:

Setup Service

General Introduction

Standard Support

9 Business 1 hour

Standard Support Option for

VARs Requirements and Processes

Goto http://channel.sap.com Education SAP Business All-in-One or SAP BusinessObjects Role-based Training Support Consultant On-The-Job Enablement for Enterprise Support

Direct access to partner

enablement calendar

SAP 2010 / Page 25

SAP 2010 / Page 26

Assets & Guides on SAP Portals

Channel Partner Portal & SAP Service Marketplace

SAP Service Marketplace

Information on Support Infrastructure and PCoE

Technical information and assets

PCoE Audit & Process

System Administrator and Support Consultants

INTENTION

KIND OF INFORMATION

TARGET OF INFORMATION

Channel Partner Portal

Information about thesupport offerings & models

Technical & Sales Information

All

INTENTION

KIND OF INFORMATION

TARGET OF INFORMATION

SAP 2010 / Page 27

SAP Solution Manager on SAP Support Portal

at http://service.sap.com/var-partner

You will find more information on SAP Solution Manager and support processes at http://service.sap.com/var-partner

This information will be continuously updated and extended.

Getting Started for VARs

SAP Solution Manager Setup for VARs

Setup-, Training-, and HowTo Documents for VARs

Partner Center of Expertise Certification Program

Expert Guided Implementation workshop Calendar

SAP GoingLive Check for VAR Service Desk - Detailed Approach

SAP 2009 / Page 28

Thank you!

For Distribution -SAP & SAP Partner Internal Use Only

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