As companies move more and more of their enterprise software to the cloud, they often overlook how support is affected by this evolution. Do their same SAP Enterprise Support services apply to cloud solutions? Do they communicate through the same channels with support issues, and can experts answer questions about landscapes that are spreading into hybrid territory?
Introduced in April 2014, the SAP ONE Support program helps customers in their migration to the cloud, removing the complexity typically involved in managing end-to-end support across hybrid landscapes.1 The program expands on SAP Enterprise Support services and seeks to deliver easy and effective support collaboration, a holistic and harmonized support portfolio, and a consistent set of infrastructure, tools, and methodologies for all SAP solutions.
It is SAP’s goal to help customers leverage their existing on-premise investments and migrate to the cloud strategically — while maximizing the value of their hybrid environments with a unique and harmonized support experience. SAP ONE Support plays a big role in this maximization. We only look to improve the program over time, and have many improvements planned for 2015. Let’s take a look at a few of the new features of the SAP ONE Support program and how they can help your business in its journey to the cloud.
One Portal, One Platform for a Seamless Experience
To design and release a forward-looking user experience for SAP’s support-specific web channel and portal environment, harmonizing the infrastructure’s back end has been key. During the first half of 2015, SuccessFactors portal users will be moved to the SAP Support Portal (http://support.sap.com) on SAP Service Marketplace. This represents a significant milestone, as SuccessFactors customers will be able to access all necessary content from SAP instead of in a separate location. The pending harmonization for Ariba and hybris users will follow. A fully harmonized wizard for incident management that unites the users across different deployment options is also part of the scope.
Users often must use applications and information required to perform support-related tasks across disparate solutions. The SAP ONE Support portal will be complemented by an SAP Fiori-based launchpad for all users — an easily accessible and personalized entry point for on-premise, cloud, and hybrid SAP solutions. Users can see at a glance only relevant, context-specific information about their tasks and service and support applications.
Additionally, global search functionality builds on the power of the SAP HANA extended application services and allows the user to search through various repositories such as notes, knowledgebase articles, systems, and installations. The search repositories and results are filtered and displayed according to the user’s profile.
With go-live in 2015, the launchpad will support SuccessFactors Human Capital Management users, SAP Business Suite and SAP HANA Enterprise Cloud hybrid users, and SAP on-premise users.
In tandem with the evolution of the support portal, SAP continues to provide phone-based access to the Customer Interaction Center (CIC). There is now an integrated access point (universal international freephone number [UIFN] phone number) for all SAP non-technical support inquiries per market unit, regardless of the product in question.
Naturally, we welcome any enhancement to the enterprise support service that will help customers adopt the latest innovations from SAP or realize value from deploying and utilizing SAP solutions, regardless of whether they are on premise, in the cloud, or a hybrid of the two.
Philip Adams, Chairman of UK and Ireland SAP User Group
The Harmonized SAP Enterprise Support Service Portfolio
SAP ONE Support expands on SAP Enterprise Support services, which are users’ connection to SAP’s internal experts. These experts check on each unique landscape and determine how best to integrate it with SAP Cloud offerings. All analysis services are provided through the established service delivery format in SAP Solution Manager.
In addition, scalability is improved due to guided self-services such as SAP EarlyWatch Alert, which now spans across hybrid landscapes. The end-user experience is improved, as users now have access to security and sizing data, better network scalability, and secure connectivity.
Our premium support engagements, SAP MaxAttention and SAP ActiveEmbedded, will continue to embrace all SAP solutions. This means that SAP’s existing control center approach — with the Innovation Control Center (ICC), Operations Control Center (OCC), and Mission Control Center (MCC) — will also provide coverage for SAP’s hybrid solution deployments. This means customers can directly engage with SAP for co-engineering any innovation, or start with differentiation scenarios as a first step, rather than merely running a transactional system based on (delta) business documents by themselves.
Customers have indicated that they place increasing importance on receiving more guidance in managing their SAP landscapes. This is why SAP invests in virtual classroom sessions with demos and training, all delivered by the award-winning SAP Enterprise Support Academy.2 Special expert topics are covered via short demos called “Quick IQs.”
Comprehensive supportability should address a large variety of aspects such as root cause analysis, application monitoring, data consistency management, and more. For SAP, it begins with a robust end-to-end support infrastructure concept, anchored by SAP Solution Manager, to drive IT governance and documentation-based scenarios. Automated lifecycle management for hybrid landscapes is already built in, ensuring organizations can expand their operations scope to the public cloud. This allows companies to focus more specifically on processes that drive business value and reduce total cost of ownership (TCO) rather than on the underlying technology.
Unique Value for Customers
The SAP ONE Support program is fully aligned with SAP’s strategy of becoming the cloud company powered by SAP HANA. It helps customers use their existing on-premise investments while driving value in hybrid environments and ultimately helping them move their businesses to the cloud at their own pace. SAP’s approach for the coming years will focus not only on developing and enhancing cloud offerings, but also on continuing to expand on-premise innovations.3 SAP ONE Support is the future of SAP Active Global Support, and is designed to accelerate the pace of our customers’ evolution.
To learn more about SAP ONE Support, visit www.sap.com/services-and-support/support/index.epx or www.sapsupport.info.
1 For an introduction to the SAP ONE Support program, see my article “A Multi-Layered Landscape, A Single Source of Support: The New ONE Support Program Puts the Customer Experience First” in the April-June 2014 issue of SAPinsider. [back]
2 See http://bit.ly/16wCqCH. [back]
3 “SAP Enhances Commitment to Installed Base – Delivers Innovation and Investment Protection for On-Premise Software Customers” (October 2014; http://bit.ly/1vFupjl). [back]