SAP EducationOctober 2014

SAP Learning Hub, enterprise editionFeatures, Functions, set-up and enablement

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Table of content

Core Functionality Key facts and links

Administrator and Team Lead Functionality Password resetting, usermetadata management, curricula creation, reports

Enterprise Edition Deployment Steps SLA, Customizable elements

Links

Core Functionality– Key facts and Links

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SAP Learning Hub, enterprise editionLogging in

All enterprise edition users access the Learning Hub through native loginThe URL is https://performancemanager.successfactors.eu/login?company=learninghub&loginMethod=PWD

This page is not configurable and is the same for all enterprise edition usersBoth username and password are case sensitive

By convention, the usernames of allEnterprise users will be their emailaddress in lower caseAll users will be prompted to changetheir password on first log inIf users forget their password, they canrequest the system to reset it and sendthem a new one via email

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SAP Learning Hub, enterprise editionHome Page

Navigation

InformationTiles

By default, all users land on theHome page after logging inIt consists of different tiles withinformation to guide users throughthe different elements of SAPLearning HubThese tiles are in a pre-set layoutand are the same for all enterpriseedition customersThe tiles and their content arecontrolled by SAP and are notcustomisable

Once logged in, users have the option to move the tiles around and switch them on or offusing the Tile BrowserUsers navigate between the Learning Rooms, Learning Content and Home page using thedropdown menu on the top left of the screen

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SAP Learning Hub, enterprise editionLearning Access and Search

Full details on how to search, book and consume are available here:https://www.youtube.com/watch?v=K1HzLJyZcRA&feature=youtu.beeLearnings are the only learning objects that can be marked as complete. Flipbooks and Learning Maps arenot SCORM compliant and should be considered as reference materialeLearning completion certificates are available from the History tileUsers can view their completed courses report under the Links tile

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SAP Learning Hub, enterprise editionLearning Rooms

Learning Rooms are social learning andcollaboration spaces, led by SAP experts,where learners get answers to their questions,additional material, guidance along pre-definedlearning paths and have the possibility to joinlive information and discussion sessionsAll Learning Rooms are public and the contentin them is available for viewing by all SAPLearning Hub subscribers

Please refer to the two following videos for detailson accessing and registering for Learning Rooms

Introduction to Learning Rooms:https://www.youtube.com/watch?v=eBo18qKBUyEHow to Register for Learning Rooms:https://www.youtube.com/watch?v=SfGhZGHr_II&feature=youtu.be

Administrator and Team Lead Roles andFunctionality– Password reset, metadata management, curricula creation, reports

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SAP Learning Hub, enterprise editionCustomer roles

Named User: uses SAP Learning Hub for learning, social learning,collaboration with other named usersTeam Leader (Primary Supervisor): can assign learning content tonamed usersAdministrator: owns knowledge transfer to local teams, enablementof named users, password reset, distribution of log-in information tonamed users and team lead / primary supervisor, maintains curriculummeta data, runs standard reportingKey Administrator: same as administrator role and is in additioneligible to submit tickets to SAP technical support channel

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SAP Learning Hub, enterprise editionAdministrator Functionality

Subscribers who require administrator functionality should beidentified during the deployment stage (see page 11-15) and theextra functionality will be added to their profileAdministrators are able to

reset users passwordschange a users team leader (affects reports)enter text into the two free text fields linked to a usersmetadatacreate curricula

Please refer to the two following videos for details on the adminfunctionality

User Management http://youtu.be/m1F8DDHZJRsHow to Create Curricula http://youtu.be/ZB-WUEKiD5g

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SAP Learning Hub, enterprise editionTeam Leader Functionality – Reports & Assigning courses to users

Access to Team Leader functionality is defined by a linemanagement structure maintained within SAP Learning HubThe term used to identify a Team Leader within the Hub is‘Primary Supervisor’Users identified as a Primary Supervisor will have access toadditional Hub functionality under the ‘My Employees’ tabPrimary Supervisors should be identified during the deploymentstage so they can be added in bulk to the Learning HubHub admins have the ability to make manual changes to usersPrimary Supervisors to reflect changes

Please refer to the following videos for details on :(a) Reports http://youtu.be/aNay3sji1Fc(a) Assigning Courses http://youtu.be/aFmJJCYiPiE

SAP Learning Hub, enterprise editionDeployment

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SAP Learning Hub, enterprise editionDeployment Steps

1. The SAP Education Enablement Executive (EE) completes the deployment request form and organises a handover meetingwith the SAP Learning Hub delivery manager. This form must include the SPOC from the customer side who will work withthe delivery manager until go-live.

2. An SAP Learning Hub delivery manager will be assigned by SAP and a kick-off meeting held with the customer. Thismeeting will cover :

1. The templates relating to user and branding information2. How reporting and the admin functionality works3. Support channels, SLA’s and identification of key administrators4. A preferred go-live date will also be identified (minimum 3 weeks) from the kick-off meeting

3. Weekly meetings will be scheduled with the customer to track progress, answer questions and plan the enablementsessions for team leads and administrators. In particular the progress related to identifying the user details to be uploadedprior to go-live

4. Once the user details and branding information are available they will be uploaded to the SAP Learning Hub5. Delivery confirmation mail will be sent after go-live by the Delivery Manager6. The customer is responsible for informing their user base about the Learning Hub along with instructions for how to access

and login. SAP can provide an email template if required which will also contain links to the user guide and Learning Roomsregistration process.

7. The delivery manager will hand the customer over to the standard support channels and operations post go-live

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SAP Learning Hub, enterprise editionCustomizable elements

The graphic on the right showsthe elements which are availablefor customisation in enterpriseeditionThe most common elementschanged are the logo and colourschemeThe required customisations areidentified during the deploymentstage and setup by SAPThe customer is not able tomake these changes themselvesNo other elements arecustomisable by the customer

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Technical Support Overview & Service Framework (1 / 3)SAP Learning Hub Enterprise EditionCustomer Technical Support & Resolution Framework

User Support & Platform Availability

Service Description SAP Learning Hub Enterprise Edition

Target Group Eligible Key Administrator - Min. 1 max. 10 Key Administrators

Language English

Customer TechnicalSupport Availability

Business Hours for Customer Support Service are:Sunday 23:00 UTC (Coordinated Universal Time) toFriday 23:00 UTC (Coordinated Universal Time)

Support Channel Email: enterpriselearninghub@sap.comEligible for Key Administrators only

Initial Response Time Within 24 Business hours

Target Resolution TimeCritical Incident: 1 business dayMedium Incident: 5 business daysLow Incident: 10 business daysDetails see next page

Technical Support Scope: Technical access / log-in incidents, password reset for Administrators, technical content issues, technicalplatform performance issues, security or data protection issues, loss of functionality

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Technical Support Overview & Service Framework (2 / 3)SAP Learning Hub Enterprise EditionResponse & Resolution Framework

Response Service Level for SAP Learning Hub Enterprise Edition Customers

Severity Level Definition Response & Resolution Framework

Critical A Critical Severity issue has critical business impact for thecustomer, resulting in the platform not being accessible,major loss of functionality such as content consumption, allor the majority of the named users being affected, dataintegrity or security issues.

Note: planned downtimes according to the release calendar arenot considered a critical incident

Initial response time is less than 24 hours for business working daysSAP ensures that a qualified support expert will begin to diagnose and work ona resolution of the a Critical Severity issue immediately upon notificationduring business working days.SAP is targeting for a resolution of Critical Severity issues in less than onebusiness day after notification, using all possible resources to resolve theissue and considering all commercially reasonably efforts

Medium A Medium Severity issue has some business impact for thecustomer, resulting in the platform being partially accessible,limited functionality loss and partially affected named usernumbers. The SAP Learning Hub is usable, but does notprovide functionality in the most convenient or most performantmanner.

Initial response time is 24 business hoursSAP agrees that a qualified support expert will begin to diagnose and work ona resolution of a Medium Severity issue within one business day ofnotificationSAP is targeting for a resolution of Medium Severity issues within fivebusiness day after notification, considering all commercially reasonably efforts

Low A Low Severity issue is a minor functional loss that does notsignificantly impede learning transactions form being completedand affects only a limited number of named users. There isno or only minor impact on the quality, performance orfunctionality on SAP Learning Hub.

Initial response time is 48 business hoursSAP agrees that a qualified support expert will begin to diagnose and work ona resolution of a Low Severity issue within two business days of notificationSAP is targeting for a resolution of Low Severity issues within ten businessday after notification, considering all commercially reasonably efforts

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Technical Support Overview & Service Framework (3 / 3)SAP Learning Hub Enterprise EditionRegistration, Expiration, Technical Requirements

SupportSupport Detail SAP Learning Hub Enterprise Edition

Initial Registration:Named user information must be provided in the standard SAP user templateNamed users will receive access to the SAP Learning Hub Enterprise Edition 48 business hours aftersubmission in the standard SAP user template

Subscription Expiration Access will be removed end of business day UCT (Coordinated Universal Time)for all named users after subscription expiration

TechnicalRequirements

In order to use the full functionality of SAP Learning Hub, the customer’s technical environment must comply withthe SAP Learning Hub technical requirements list.Note: SAP Learning Hub support does not provide customer consulting on how to setup the internal environmentin order to access the SAP Learning Hub. The customer is responsible to confirm with the own local IT departmenthow to comply with the SAP Learning Hub technical requirements, considering security or network settings.

SAP Learning Hub Enablement Key administrator are eligible for key administrator support at enterpriselearninghub@sap.com after successfulcompletion of SAP Learning Hub enablement activities

Company Named User Support Administrators are obliged to provide support to the named users

Customer Roles

Named User: consumption of trainingTeam Leader (Primary Supervisor): assigning training to the Named UserAdministrator: knowledge transfer to local teams, training of named users, password reset, distribution of log-in information to named users and team lead / primary supervisor, curriculum meta data, standard reportingKey Administrator: see administrator role, eligible to submit tickets to SAP technical support channel

Out of scope:Support for named userCustomer content supportCustomer-specific reporting

Links

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Links

A number of demos for SAP Learning Hub have been created in order to demonstrate corefunctionality and enable subscribers for various scenarios.

To view all demos at the same time please click the YouTube playlist :http://www.youtube.com/playlist?list=PLlofITc8Y1A3-1jZ0pxuXK3vs6zuOog7z

Or you can also access them individually:

How to Access Content Within a Learning Room: http://youtu.be/Tr0zl5c-3f8How to Register for a Learning Room: http://youtu.be/SfGhZGHr_IIUser Management: http://youtu.be/m1F8DDHZJRsLearning Plan: http://youtu.be/1rY63bBVFQ0How to Create Curricula: http://youtu.be/ZB-WUEKiD5gHow to Assign Learning Content: http://youtu.be/aFmJJCYiPiEEnterprise Edition Reports: http://youtu.be/aNay3sji1FcLearning Rooms: http://youtu.be/di3u6zo2o50SAP Learning Hub Introduction: http://youtu.be/ZaEz4jbEsnQ

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