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Wie unterstützt SAP Support Ihre hybriden Szenarien
Waldemar Befort, SAP Digital Business Services6. September 2016
© 2016 SAP AG. All rights reserved. 2Public
Agenda
1. Neue Herausforderungen für das CCoE
2. SAP Enterprise Support Cloud Edition
3. Services Portfolio
4. Focus Themen 2016 und geplante Pilot Services
© 2016 SAP AG. All rights reserved. 3Public
Agenda
1. Neue Herausforderungen für das CCoE
2. SAP Enterprise Support Cloud Edition
3. Services Portfolio
4. Focus Themen 2016 und geplante Pilot Services
© 2016 SAP AG. All rights reserved. 4Public
A World of Change – A Digital World
SocialMore than one billionpeople are activelyengaged in social networks
MobileThere are now moremobile devices on earththan there are people
Big data / IoT50 billion devices will becapable of connecting tothe Internet, resulting in anexplosion in the amount of data
CloudCloud computing willbecome the bulk of newIT spend
© 2016 SAP AG. All rights reserved. 5Public
Investment Trend in the Cloud (SaaS)LOB is the decision maker and LOB Key users driving the Cloud Transformation
“Line-of-business leaders everywhere are bypassing IT departments to get applications from
the cloud (e.g. SaaS) and paying for them like they would a magazine subscription. And when
the service is no longer required, they can cancel that subscription with no equipment left
unused in the corner.”
Daryl Plummer, Managing VP and Distinguished Analyst at Gartner
Source: 1 “10 Quotes on Cloud Computing That Really Say it All”, www.forbes.com, 2013
IT LOB
© 2016 SAP AG. All rights reserved. 6Public
IT and Business sides in the Cloud Customer OrganizationRequirements from both sides trigger strong empowerment need
IT LOB
• Understand, define & enhance thebusiness process
• Monitor the business outcomes• Enable end-users• Discover the value of business scenarios• Make subscription (software + support)
decisions
• Configure content & processes (Technical)• Smooth integration• Security• Run the processes efficiently• Monitoring and troubleshooting• Enable End-Users and Key-Users (LOB)• Evaluate the requirements, cost, risks
Are we prepared?
© 2016 SAP AG. All rights reserved. 7Public
Agenda
1. Neue Herausforderungen für das CCoE
2. SAP Enterprise Support Cloud Edition
3. Services Portfolio
4. Focus Themen 2016 und geplante Pilot Services
© 2016 SAP AG. All rights reserved. 8Public
Enableyour people
SAP Enterprise Support ‘Principals’SAP Support Is Much More Than a Help Desk
Mission CriticalSupport
Innovation &Value Realization
Rely onbusiness continuity
Realize value andinnovate faster
Empowerment
ü Build the skills that build valueto increase efficiency
ü Reduce operational costs
ü Focus more of your energies onbusiness innovations
ü Get relief from critical situationsthrough round-the-clock productiondown support
ü Quickly identify and resolve issues
ü Increase business continuity
ü Unlock the business value ofexisting investments
ü Introduce new innovations ina swift manner that minimizes risk
ü Access support experts whenneeded to ensure positive businessoutcomes
ü Maximize the value of your SAPsoftware
ü Get advice on how to best useavailable resources and avoidunnecessary efforts
Collaboration
Engagewith experts
? «
© 2016 SAP AG. All rights reserved. 9Public
SAP Enterprise Support and Preferred Care offeringsMeeting our cloud customers’ requirements
SAP Preferred Care
SAP Enterprise Supportcloud editionü Global 24x7 Support for all Very High incidents and root
cause analysis (RCA)ü Proactive and preventive support from day one covering
the complete lifecycleü Builds on pillars to provide mission-critical support,
empowerment, and collaboration, plus innovation and valuerealization
ü Smooth integration of cloud solutions and end-to-endsupportability of hybrid landscapes
ü Phone, chat, and Web support for configuration issues andproduct defects
ü Includes everything in SAP Enterprise Support, cloudeditions
ü Priority handling & enhanced service levels for response andresolution targets
ü Assigned Customer Success Managerü Weekly case reviews with escalation point of contactü System administrator training with training plansü Cycle, go live, and integration supportü Product expert on demand, with access to
knowledgebase and contentü Release optimization and testing best practicesü Support governance and quarterly scorecardü Technical services to do minor configurationsü Assistance with refresh of test instancesü Release weekend coverage
SAP Enterprise Support, cloud editionsFoundation support offering
SAP Preferred CareEnhanced level of support
© 2016 SAP AG. All rights reserved. 10Public
Agenda
1. Neue Herausforderungen für das CCoE
2. SAP Enterprise Support Cloud Edition
3. Services Portfolio
4. Focus Themen 2016 und geplante Pilot Services
© 2016 SAP AG. All rights reserved. 11Public
Build –Integration Testing and Go
Live
Run –Post Go Live Support
Operate &Optimize InnovatePlan/ Evaluation –
Solution Design
Getting started topics*
Security & privacy1
Value, roadmap, recommendationsto plan business scenarios2
Integration methodology anddata migration3
Go-Live analysis &verification4
Monitor & optimizebusiness outcomes5
End to end incident andescalation management6
* also includes SFSF Cloud Project Management Methodology
SAP Enterprise Support Cloud Edition Service Portfolio StructureGeneric entry points across software lifecycle for IT & LOB for all Cloud Solutions
© 2016 SAP AG. All rights reserved. 12Public
SAP Cloud Enterprise Support AssetsCollateral of different sources and platform for collaboration with experts
AcceleratedInnovationEnablement
(AIE)
Expert-guidedImplementations
(EGI)
QuickIQs
Continuous QualityCheck and
ImprovementServices
Best Practices
Meet-the-Expertsessions
(MTE)
GuidedSelf-Services
(GSS)
Meet-the-ExpertReplay Library
© 2016 SAP AG. All rights reserved. 13Public
1. Security and privacy
1. MTE: Security and privacy inSAP cloud operations
2. MTE: Web-based SSO forCloud Solutions: Overview
SAP Enterprise Support Cloud Edition Service Portfolio for SuccessFactors
3. Integration Methodology andData Migration1. MTE: Integration Solution Advisor
Methodology (ISAM)2. MTE: SuccessFactors Integration
Overview: Employee Central3. MTE: SuccessFactors Integration
Overview: Talent Hybrid4. MTE: Cloud Integration: Connecting
Both Worlds5. MTE: Success Factors Integration
Monitoring via Dell Boomi6. MTE: Hybrid Integrations Overview
(between SAP HCM and SFModules)
7. MTE: Full Cloud and Side by SideIntegrations Overview (between SFEC and SAP ERP)
8. MTE: Hybrid Integrations technicaldeep dive
9. MTE: Full Cloud Integrations andSide by Side technical deep dive
10. MTE: Cloud Integration best practices11. MTE: Transfer of Employee Data
from SuccessFactors to SAP ERPHCM
12. HANA Cloud Integration Overview(HCI)
13. Building Integrations onSuccessFactors Integration Center
14. SuccessFactors Employee CentralImports and OData Overview
1. MTE: Holistic IT Management forHybrid Solution
2. MTE: SuccessFactors Meta DataFramework (MDF) Overview
3. MTE Extend existing businessprocesses using SFSF Cloud &Hybrid
4. MTE: SuccessFactors EmployeeCentral: LOB value
5. MTE: SuccessFactorsRecruiting: LOB value
6. MTE: SuccessFactors LearningManagement Solutions (LMS):LOB value
2. Value, roadmaprecommendations, bestpractices to extend businessscenarios
4. GoingLive Analysis andVerification
1. MTE: SuccessFactorsIntegration: Customer Go-LiveBest Practices
2. CQC for Implementation(GoingLive Analysis)
3. CQC for GoingLive Support (forHybrid scenarios)
4. MTE: CQC Services forSuccessFactors
5. Monitor & optimize thebusiness outcomes
1. CQC EarlyWatch Check(GoingLive Verification)
2. MTE: SuccessFactorsCustomer Performance Metrics
3. SAP Enterprise Support ReportCloud Edition forSuccessFactors
4. What’s New and Planned forApplication Operations
5. Technical Monitoring: Setup EndUser Experience Monitoring forHybrid Scenarios
6. Technical Monitoring: SetupMessage Flow Monitoring forHybrid Scenarios
0. Getting Started Topics
1. MTE: Enterprise SupportGetting Started
2. Introduction Session for theEnterprise Support Value Mapfor Cloud & Hybrid
3. MTE: Enterprise Support Cloud& Hybrid Edition - GettingStarted
4. MTE: Get a Head Start in theCloud: Cloud ComputingFundamentals
5. MTE: SAP Launch:Implementation Methodology forCloud Solutions
6. MTE: SFSF Cloud & Hybridscenarios within budget, timeand quality 6. End to end incident &
escalation management
1. MTE: Implement end to endincident and escalationmanagement processes
2. MTE: Best Practices for aSuccess Factors Admin User
© 2016 SAP AG. All rights reserved. 14Public
1. Security and privacy
1. MTE: Security and privacy inSAP Cloud operations
2. MTE: Web-based SSO forCloud Solutions: Overview
3. Best Practice: SAP Cloud forCustomer Security Guide
SAP Enterprise Support Cloud Edition Service Portfolio for C4C
3. Integration Methodology andData Migration
1. MTE: SAP Jam and SAP Cloud forCustomer (Planned on 15th March)
2. Best Practices: How to set upintegration SAP Jam and SAP C4C
3. More…
1. MTE: Requesting Tenants andManaging your SAP CloudTenant Landscape
2. MTE: Set Up an SAP CloudImplementation Project atCustomer Site
3. MTE: Adding Extension Fieldsvia Key User Tools or SAPCloud Developer Studio
4. More…
2. Value, roadmaprecommendations, bestpractices to extend businessscenarios
4. GoingLive Analysis andVerification
1. CQC for Implementation(GoingLive Analysis) (forHybrid scenarios)
2. CQC for GoingLive Support(for Hybrid scenarios
5. Monitor & optimize thebusiness outcomes
1. SAP Enterprise SupportReport Cloud Edition forCloud for Customer (C4C)
2. CQC EarlyWatch Check(GoingLive Verification) forHybrid scenarios
3. …
0. Getting Started Topics
1. MTE: Enterprise SupportGetting Started
2. MTE: Enterprise SupportCloud & Hybrid Edition -Getting Started
3. Introduction Session for theEnterprise Support Value Mapfor Cloud & Hybrid
6. End to end incident &escalation management
1. MTE: Introduction to SupportTools and Cloud SupportOfferings
2. MTE: Your way to support(Focus on Incidentmanagement, planned in may,2016)
3. …
© 2016 SAP AG. All rights reserved. 15Public
Typical Technical Focus of Services
Integration• Assessment of the:
- Critical interfaces- Data consistency strategy
Data Security
• Guidance on standard reports:- Security and permission distribution- Form and process status- Compliance (EEOC)
• Assessment of the:- Critical permission distribution- Data access and export- Security settings
Reporting
StandardSettings
• Checking:- system configuration and standard settings- Route Map and process flow- Mobile integration
© 2016 SAP AG. All rights reserved. 16Public
Build- Integration Testing and Go Live Run- Post Go Live Support Operate & Optimize InnovatePlan/ Evaluation- Solution Design
CQC BusinessProcess
PerformanceOptimization
SAP BusinessScenario
Recommendations forCloud (MTE)
SAP CloudIntegration
Overview (MTE)
SAP Cloud ProjectBest Practices (MTE)
Start of Project
Go-live BestPractices (MTE)
Data Extraction,Load &
Transformation(ETL) (MTE)
Handover to Production
CQC GoingLiveSupport
End User ExperienceMonitoring (MTE)
Release CycleRollout
(Report/MTE)
MTE: Meet the Expert EGI: Expert Guided Implementation CQC: Continuous Quality Check
End of Project
* SAP Enterprise Support offerings on SuccessFactors are exhaustive; shown here is a typical recommended support plan for the most common requirements.
CQC forImplementation(Analysis andVerification)
GoLive
EarlyWatch Check(EWC)
PI Monitoring (EGI)
Proactive engagement using individual service based deliveryCustomer Example
CQC InterfaceManagement
SAP Cloud BusinessValue Discovery (MTE)
For help either contact your SAPEnterprise Support Advisor or reach out tohttps://service.sap.com/call1sap
© 2016 SAP AG. All rights reserved. 17Public
Agenda
1. Neue Herausforderungen für das CCoE
2. SAP Enterprise Support Cloud Edition
3. Services Portfolio
4. Focus Themen 2016 und geplante Pilot Services
© 2016 SAP AG. All rights reserved. 18Public
Backend IntegrationEmpowerment
Packages (Collection ofMTEs)
Backend IntegrationEmpowerment
Packages (Collection ofMTEs)
Covering SFSF IntegrationScenarios
• Talent Hybrid• Core Hybrid• Full Cloud• Side by Side• 3rd party integrations
Covering SFSF IntegrationScenarios
• Talent Hybrid• Core Hybrid• Full Cloud• Side by Side• 3rd party integrations
How customer IT can get ready for SFSF advanced implementation project?Through ES Cloud Integration Services for SFSF
How to leverageexisting
investments?
What are thestrategic long termrecommendations?
What is idealIntegration
Architecture for mysituation?
How to achieve basicintegration landscape
readiness andadvanced
empowerment in-house?
Customer IT
Full readinessfor advanced
implementationproject
Expert Guided Planningsession for SFSF
Integration ArchitecturePlanning
Expert Guided Planningsession for SFSF
Integration ArchitecturePlanning
AvailablePlanned
Pilot (soon)
Increase:
- Integration &securityawareness
- Planningcapability
- Basic Cloudinfrastructurereadiness
Best Practice for BasicIntegration Security
Configuration
Best Practice for BasicIntegration Security
Configuration• for SFSF EC-HCI-SAP HCM• for SFSF EC-BOOMI-SAP
HCM
• for SFSF EC-HCI-SAP HCM• for SFSF EC-BOOMI-SAP
HCMPilot
Expert GuidedEmpowerment for
Backend Integration
Expert GuidedEmpowerment for
Backend Integration• Employee Data Integration via
HCI for SAP SFSF TalentSolutions using RDS
• Introduction to basic ERP to ECIntegration
• Employee Data Integration viaHCI for SAP SFSF TalentSolutions using RDS
• Introduction to basic ERP to ECIntegration
Reduce:
- TCO & risks
Requirements:
- Smoothintegrations
- Support LOB
- Cost, ROI andrisks evaluation
- IT roadmap
- TechnicalConfiguration
© 2016 SAP AG. All rights reserved. 19Public
How customer LoB can get ready to support HR business processes and drivethe strategy Through ES Cloud Application Services for SFSF
Requirements:
- Organizationalstrategies
- Legalrequirements
- Operationalgoals
- Simplicity
What is BestPractice for my
situation, and howcan I safeguard the
Go-Live?
How to achieveOperationalExcellence?
How do I driveInnovation and User
Adoption?Customer LoB
Fullempowerment
to supportbusiness
processes andHR strategy
Empowerment Packages(Collection of MTEs / VIPs)
Empowerment Packages(Collection of MTEs / VIPs)
• Employee Central• Compensation• Performance & Goals• Reporting & Analytics• Administration & Support
• Employee Central• Compensation• Performance & Goals• Reporting & Analytics• Administration & Support
Proactive ApplicationCheck for SFSF moduleProactive Application
Check for SFSF module
• Compensation• 360 Degree• Performance & Goals• Succession Management• Recruiting Management• Recruiting Marketing• Recruiting Onboarding
• Compensation• 360 Degree• Performance & Goals• Succession Management• Recruiting Management• Recruiting Marketing• Recruiting Onboarding
Available
Pilot
Cycle Planning Servicefor SFSF module
Cycle Planning Servicefor SFSF module
• Compensation• 360 Degree• Performance & Goals• Succession Management• Recruiting Management• Recruiting Marketing• Recruiting Onboarding
• Compensation• 360 Degree• Performance & Goals• Succession Management• Recruiting Management• Recruiting Marketing• Recruiting Onboarding
Planned
Application PerformanceCheck
Application PerformanceCheck
• BizX Suite• Learning• BizX Suite• Learning
Planned
ESR Cloud EditionAvailable
QRN ES Version
Technical EnablementServices
Technical EnablementServices
• SSO• Data Retention Management• Instance Synchronization
• SSO• Data Retention Management• Instance Synchronization
Pilot
Planned Improve skills e.g. for:
- Talent Acquisition
- Compliance
- Process adherence
- Efficiency
© 2016 SAP AG. All rights reserved. 20Public
SAP Cloud Enterprise Support Value MapsSocial Business Collaboration Model based on SAP Jam
CustomersIT AudienceBusiness Audience
SAP Cloud Focus Advisors
© 2016 SAP AG. All rights reserved. 21Public
SAP Enterprise Support “Cloud & Hybrid Value Map”
Find the best way from point A to point B!https://support.sap.com/valuemaps X • SAP JAM for “Cloud & Hybrid
Value Map: <link>
• SAP Enterprise SupportAcademy Schedule: <link>
• SAP Enterprise SupportAcademy Recordings: <link>
Register at https://support.sap.com/esacademy Find eligibility criteria here
© 2016 SAP AG. All rights reserved. 22Public
SAP Enterprise Support Cloud EditionSummary
Ø ES is foundation support offering and part of subscription
Ø Proactive and preventive support from day one covering thecomplete lifecycle
Ø Builds on mission-critical support, empowerment, collaborationplus innovation and value Realization
Ø SAP Support Services along the project milestones
Ø Early and proactive identification of technical risks anddefinition of mitigation measures
Ø Support with operations best practices to ensure smoothsolution operations
Ø E2E support engagement in case of hybrid landscapes
Ø 24x7 Support for all Very High & High incidents
Ø SAP Enterprise Support Value Maps are THE platform to learn fromexperts as well as collaborate with peers on innovative topics.
Ø Contact your Enterprise Support Advisor for more details:https://service.sap.com/call1sap.
SAP Enterprise Support
SAP Enterprise SupportCloud Edition
ONE Support
Waldemar BefortTechnical Quality Manager
SAP Switzerland AGAlthardstrasse 808105 RegensdorfSwitzerland
Mobile + 41 79 137 45 84Email [email protected]
© 2016 SAP AG. All rights reserved. 25Public
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