Sap Enterprise Support

SAP
ENTERPRISE
SUPPORT
SAP
Enterprise
Support
SAP Enterprise Support
Increased
Commitment for
Customer Solutions
Customer Value Overview Presentation / April 2008
SAP 2008 / SAP Enterprise Support Customer Value Presentation (05/2008) / Page 1
Business Process Platform
Support for Continuous and Accelerated Innovation
Accelerated Innovation
Composite Applications
Composition
Environment
Portal
SAP NetWeaver 7.1

(capabilities extending the foundation)
Business
Intelligence
Accelerated
Innovation
Continuous Innovation
Non-SAP
EhP
EhP EhP
Master Data
Management
EhP
EhP EhP
ERP
CRM
SCM
SAP Business Suite
SRM
PLM
Process Extensions
SAP NetWeaver 7.0
SAP NetWeaver 7.1
(foundation for the SAP Business Suite)
Enterprise SOA by Evolution
Enterprise SOA by Design
End-to-End Solution Operations

The Nature of Business Is Changing
Business networks lead to increasing innovation and integration speed
INCREASED SAP LANDSCAPE INTEGRATION
Business Networks
No. of users
Manguistics
R/3
Every customer has missioncritical applications along with

integration needs
SAP landscapes become more
sophisticated the more
comprehensive & integrated
they are
SAP provides advanced support
options to manage innovation
and integration, risk and TCO
Legacy
System
2000
2007
2010
Managing high speed of innovation and integration, risk and

total cost of operations is at the heart of SAP Enterprise Support
These Changes Bring New Challenges
More complexity and less control lead to cost & innovation challenges
CHALLENGE #1: Continuous Innovation

How to maintain innovation & competitive advantage with issues like:
Supplier integration across the value chain
Mergers & acquisitions
Rapid growth
Governance requirements
Currency fluctuations
Proliferation of new, enhanced technologies like SOA

.all of which require rapid & continuous technological improvement
CHALLENGE #2: Increased Cost & Risk
Increasing Complexity is the #1

Cause of System Failure.
Effects
Economist Intelligence Unit, 2007
Downtime
30% of issues incur time-toresolution of more than one day.

Forrester, 2006
67% of mission-critical applications

have more than 9 hours of downtime
per month. The Standish Group
ERP downtime costs $6,400 to

$7,600 per minute. BMC, 2006
Delay of invoicing
Delay of company
revenue
Loss of employee
productivity
The Answer: SAP Enterprise Support

Holistic support model to enable continuous improvement &
successful solution operations at lower risk & cost
The offering
Manages innovation
and integration in SAP solution landscapes
Value Prop
Innovation
Continuous improvement
Complexity masked
Protection of Investment
TCO reduction
Risk reduction
Foundation for Operational Innovation
SAP Enterprise Support provides continuous enhancement and optimization
New SAP Application Innovation

Lifecycle
Cost
Traditional SAP Application

Innovation Lifecycle
Upgrade
Support
Package
Support
Package
Upgrade
EHP
Support
Package
Support
Package
EHP
Support
Package
Support
Package
SAP
System
Release
Upgrade
SAP ERP
(ECC 6.0)
Maintenance:
Support Package Stack
New: SAP Enhancement

packages for SAP ERP
Legal/Tax Changes,
Corrections, Mandatory
Technically a set of Support
Packages and patches
New & improved functionality

Optional, new software components
Activate new functionality in Switch
Framework via Business Function
Install SAP enhancement packages combined with Support Pack

Stack as a maintenance activity with only minor additional effort.
Concrete Investment Protection

Easy upgrades delivered via SAP Enterprise Support
EhP
R/3
EhP
EhP
EhP
EhP
EhP
CRM
SCM
ERP
CRM
SCM
ERP
CRM
SCM
SRM
PLM
SAP
Business
Suite
SRM
PLM
SAP
Business
Suite
SRM
PLM
SAP Technical Upgrade Commitment
Every installed base customer solution can

be upgraded to the next release.
SAP provides all tools to manage the

technical upgrade
Business Driven Innovation
New functionality can be

deployed step by step to fulfill
business needs or optimize
existing business functions

The offering
Manages innovation
Value Prop
Innovation
Complexity masked
TCO reduction
Risk reduction
End-to-End Consistent standards

Solution
Lifecycle management
Operations
Business process
monitoring
Custom code management

Remote supportability
Diagnostics
Enabled by
Standard Application and Quality Management

One end-to-end integrated and consistent quality process
100 % transparency
of changes
A central transport
mechanism and change
control system to manage
changes across technology
stacks and application
components
A central test plan for core

business processes
A central quality manager

validating test execution and
test completeness
Integration of every
development workbench into
the central transport and
change control system
All operational units across all organizations integrated

in one integrated and consistent quality process
Synchronization
NW
Portal 7.1
Dev
System
QAS System
CE 7.1
Dev
system
QAS
system
ERP6.0
ERP6.0
ERP6.0
Dev
system
QAS
system
PRD
system
CE 7.1
FIX
FIX
Quality
Landscape
Transport
Presentation
layer
FIX
CE 7.1
Development
Landscape
Multiple
Development
Workbenches
NW
Portal 7.1
NW
Portal 7.1
PRD
system
Production
Landscape
Transport
Remote Access and Supportability

24 X 7 on demand expert support by the entire ecosystem
With SAP Enterprise Support all

technology is provided to enable remote
support within the Enterprise with built in
expert support from all technology and
application providers
SAP Enterprise Support aligns the entire

ecosystem behind continuous innovation
and mission critical support.
root cause analysis within hours
well defined escalation procedures
Clear and defined handover procedures

and automated status updates
End-to-End Solution Operations
Industry-leading & consistent standards, tools & processes for the ecosytem
End-to-end support for end-to-end solutions

SAP delivers Standards, Tools, Processes, On-Demand Support
with the SAP Solution Manager Enterprise Edition
All vendors offer support, but none can match SAP in its breadth and depth of experience.
No matter what kind of advice or action customer require, no matter where and when customers need it,
no matter what industry or current IT landscape, SAP and its partners can provide the answer.
With SAP, support is comprehensive and available for the entire solution life cycle.
End-to-End Root-Cause Analysis

Incident Management; Diagnostics
End-to-End Change Control

Change Control and Application Management
Functional, Regression and Volume Testing; Integration Testing
End-to-End Business Process Integration and Automation

Job, Interface and Business Process Monitoring
Exception and Alert Management
End-to-End Enterprise SOA Readiness

Managing Custom Components, Upgrades and Migrations
ERP
W
M
S
Managing Custom Codes and Components

Supporting SAP code, custom code, and partner solutions.

The offering
Manages innovation
Value Prop
Innovation
Complexity masked
TCO reduction
Risk reduction
Delivered via
Run SAP
Industry-leading best
practices
Run SAP methodology
for end-to-end solution
operations
Standards training &
certification

Solution
Operations
Business process
monitoring

Diagnostics
Enabled by
Run SAP
Best-in-class methodology to optimize operations
Run SAP provides the methodology and best practices to implement

End to End Solution Operations.
Phased methodology focusing on tangible cost reductions in Operations.
Run SAP provides processes, content, and tools for operating SAP solutions
(Pre-configured operation concept for the customer solution)
E2E Solution
Operations
Enterprise
SOA
Readiness
Assessment &
Scoping
Design of
Operations
Setup of
Operations
Handover
into Production
Operations and
Optimization
Focus topics
Business Process Transparency (Minimum Documentation)
Business Process Monitoring
Data Consistency
Software Change Management - One Transport Order
Job Management Automation of Processes
Remote Diagnostics
Backup and Recovery
Pre-configured operation
concept for the customer
solution

The offering
Manages innovation
Value Prop
Innovation
Complexity masked
TCO reduction
Risk reduction
Delivered via
Run SAP

Solution
Operations
Business process
monitoring

Diagnostics
Mission-Critical
Support
practices
Continuous quality checks
Run SAP methodology

operations
Support advisory
Robust SLAs
7 x 24 root cause analysis

certification
Enabled by
Mission Critical Operations Support

World-class maintenance model for the entire landscape
Every customer has mission-critical applications along with integration needs

Landscapes become more complex the larger and more integrated they are
SAP provides mission critical operations support to address this growth in size or complexity
Results are optimized availability & performance, and reduced problem management efforts
7x24
Support
Advisory
Continuous
Quality
Checks
SAP 2007 / Page 15
Service
Level
Agreement
7 x 24
Root Cause
Analysis

The offering
Manages innovation
Value Prop
Innovation
Complexity masked
TCO reduction
Risk reduction
Delivered via

Solution
Operations
Business process
monitoring

Diagnostics
Mission-Critical
Support
Global Support
Backbone
practices
Run SAP methodology

operations
Support advisory
SAP Solution Manager,

enterprise edition, and the
SAP service infrastructure
platform
Run SAP
Robust SLAs

certification
On demand 7 x 24
support integration
SAP Service Marketplace
Enabled by
Global Support Backbone

24 X 7 on demand support integration
Collaboration between
Customer, Partner and SAP
24 x 7 supply of expertise
The SAP Solution Manager Enterprise
Edition and the SAP service infrastructure
as a platform
Delivery platform for proactive services
EarlyWatch Alert
Continuous Quality Checks
Smooth integration
Incident management
Software updates
Knowledge databases / communities
Allowing
Integrated lifecycle management
Mission-critical support
Smooth transitions and information flow

The offering
Manages innovation
Value Prop
Innovation
Complexity masked
TCO reduction
Risk reduction
Delivered via

Solution
Operations
Diagnostics
Mission-Critical
Support
Global Support
Backbone
practices
Run SAP methodology

operations
Support advisory
SAP Solution Manager,

enterprise edition, and the
SAP service infrastructure
platform
Run SAP
Robust SLAs

certification
In collaboration with
Business process
monitoring
On demand 7 x 24
support integration
SAP Service Marketplace
SAP Ecosystem
Enabled by
SAP Ecosystem
Customer / Partner
Risk reduction via timely issue analysis and collaboration
Front Office
Solution
Operations
Experts
Issue analysis, tracking, and

resolution
Facilitate real-time team-up
with back office
ISSUES
SOLUTIONS
Support Experts
Expertise on Demand
Developers
Consultants
Executive review meetings
SAP Solution Manager facilitates collaboration

between front office and back office
Global Back Office

Support for front-office team
Provides functional and technical
expertise for resolution
Global organization with 4,000 employees in 40+ countries backed up

by more than 6,000 developers, representing the experience of over
120,000 installations
Customer Benefits
Innovation AND Investment Protection
Accelerated
Innovation
Easy deployment of SAP Enhancement
Packages & SAP Support Packages to

keep pace with changing requirements
Investment
Protection
SAP
Enterprise
Support
Skills training & certification across the
SAP ecosystem ensure common

implementation & operations methodology
Risk reduction
Industry-leading standards minimize
complexity across SAP & partner environments

Comprehensive system integration through
solution lifecycle
Zero downtime commitment
Expertise on demand allows faster
response
Efficient change management and quality
testing enhance deployment agility

Easy enablement of Enterprise SOA and
3rd
party solutions increase flexibility
Cost reduction
Built-in provision and standardization of
diagnostic tools, integration testing and

business process monitoring reduce downtime
Consistent tools & methodologies across
heterogeneous landscapes
Competitive SLAs decrease time to
resolution
Market Acknowledgement
SAP Enterprise Support addresses todays support requirements
Companies
Companies are
are adopting
adopting service-oriented
service-oriented architectures
architectures to
to run
run ERP
ERP
and
and business
business software
software applications
applications designed
designed to
to enable
enable greater
greater
business
business process
process flexibility.
flexibility. The
The convergence
convergence of
of SOA
SOA and
and flexible
flexible
business
business process
process management
management call
call for
for aa higher
higher level
level of
of support
support than
than
has
has been
been typical
typical in
in the
the past.
past. Today
Today solution
solution support
support must
must ensure
ensure
coverage
coverage of
of mission-critical
mission-critical business
business processes
processes and
and the
the management
management
of
of aa heterogeneous
heterogeneous software
software environment.
environment.
With
With the
the addition
addition of
of SAP
SAP Enterprise
Enterprise Support,
Support, SAP
SAP has
has introduced
introduced aa
new,
new, enhanced
enhanced support
support product
product that
that can
can fulfill
fulfill these
these increased
increased needs.
needs.
SAP
SAP Enterprise
Enterprise Support
Support provides
provides customers
customers proactive
proactive and
and reactive
reactive
support
support components
components such
such as
as SLA,
SLA, 24x7
24x7 Support
Support Advisory
Advisory pool,
pool,
operational
operational standards
standards and
and SAP
SAP Solution
Solution Manager
Manager enhancements
enhancements."
."
Matt Healey
Senior Research Analyst, IDC
Customer Proof Points
Proven, robust support, providing real business value
UTI ASSET MANAGEMENT

COMPANY IMPLEMENTS
WITH SAP ENTERPRISE
SUPPORT BASED ON STANDARDS
AND BEST PRACTICES
With SAP Enterprise Support and its holistic application/life-cycle management we

had the right support solution from the beginning, helping us to build up our
software landscape based on best practices and defined standards to achieve
successful solution operations at lower costs. The close collaboration with SAP
makes it valuable for us.
S R Reddy , Assistant Vice President of IT
UTI Asset Management Company Limited
GROWTH
Coca-Cola FEMSA Improved time-to-resolution by 18% while

increasing users by 120% users and 134% workload
Surgutneftegas - Increased users by 10% without new
hardware
STRATEGY
Colgate - 1600 users on SAP Solution Manager ensured

tighter application deployment & management
Owen Industries - Predictable issue resolution lent
competitive edge
SAVINGS
DuPont Saved $1.3M by eliminating older solution monitoring

systems. Total of over $24M saved from all support initiatives
CSC / Army LMP Year-end processing reduced by 50%
Protects investment while stimulating innovation
Enables integrated solution lifecycle management
Leverages industry-leading standards for operations
Provides consistent quality management process across all

technology stacks & code bases, for the entire SAP platform
Provides a stable base for enterprise SOA requirements
Supports mission-critical operations
Manages the fast pace of innovation & integration and the

total cost of operation for customers
Resulting in continuous improvement and successful solution

operations at lower risk & cost
SAP 2008 / SAP Enterprise Support Customer Value Presentation
Proof Points Appendix
$5.5B Fortune 500 Energy Company
High-Risk Implementation Project Inadequate Testing
Customer Support Issues
Business Impact
Performance failures
$600k per day in lost productivity
Incomplete testing
Report generation delays
System restarts 8X per day
Long time to resolution of critical

issues
SAP Support
Business Impact
Expertise on Demand
$3.6M total saving
Implementation of End-to-End
solution operations best practices
30% improvement in report

generation time
Knowledge transfer and up-skilling

of customer support team
50% reduction in time to critical issue

resolution
$92B Fortune 500 Pharmaceutical Company

Code & Interface Issues Threaten Scalability
Business Impact
Mission-critical function and huge

global transaction volume
Immediate threat to 3% of their

business value
GATP performance required to be

6X faster than any other customer
$400k per quarter penalties
Poor code and interface design

fatally impact performance
SAP Support
Transformed customer support from
reactive to proactive
End-to-End Support best practices
implemented
Best-in-class test environment set
up
Customer credibility and hard-won

customer relationships threatened
Business Impact
Period-end process runtime reduced
from 20 hours to 10 minutes reducing
period-end close by two days
Enabled implementation of highest
transaction volume distribution
planning system in the world.
Drove a 10-year archiving strategy
impact of $16M
$5.3B Bottling & Distribution Company
Technical Complexity Drives Three-Month Delay
Business Impact
2X growth-driven implementation
into 9 countries
Time-critical implementation project

loses 21% of their project window
Worlds first integration of SAP and

mission-critical partner solution
Project go-live threatened
Three-month delay - customer

unable to diagnose the issues
SAP Support
International expansion plans

compromised
Business Impact
Unique SAP root-cause diagnosis

and analysis enabled issue
identification and resolution within
one week
Lost time recovered and project

delivered on-time
Leverage of SAP and Partner ecosystem to resolve the issue
Improved performance of core

business processes by 64.3%
Roll-out goal achieved with 134%

increase in workload
Statement of Confidentiality and Exceptions
No part of this publication may be reproduced or transmitted in any form or for any purpose without the written
permission of SAP AG. The information contained herein may be changed without prior notice.
The furnishing of this document shall not be construed as an offer or as constituting a binding agreement on the
part of SAP to enter into any relationship. SAP provides this document as guidance only.
These materials are: (i) based upon both information provided by the subject Company and assumptions that are
subject to change; (ii) illustrations of potential performance and cost savings; (iii) not guaranties of future
performance or cost savings; and is (iv) provided solely for internal review and use by the recipient company.
SAP AG and its affiliated companies ("SAP Group") make no representations or warranties of any kind with
respect to these materials, and SAP Group shall not be liable for errors or omissions with respect to the
materials.

Sap Enterprise Support

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SAP

SAP Enterprise Support

Business Process Platform

Support for Continuous and Accelerated Innovation

SAP NetWeaver 7.1

SAP Business Suite

SAP NetWeaver 7.0

SAP NetWeaver 7.1

(foundation for the SAP Business Suite)

Enterprise SOA by Evolution

Enterprise SOA by Design

End-to-End Solution Operations

The Nature of Business Is Changing

Business networks lead to increasing innovation and integration speed

INCREASED SAP LANDSCAPE INTEGRATION

Every customer has missioncritical applications along with

Managing high speed of innovation and integration, risk and

These Changes Bring New Challenges

CHALLENGE #1: Continuous Innovation

Supplier integration across the value chain

Mergers & acquisitions

Proliferation of new, enhanced technologies like SOA

CHALLENGE #2: Increased Cost & Risk

Increasing Complexity is the #1

Economist Intelligence Unit, 2007

30% of issues incur time-toresolution of more than one day.

67% of mission-critical applications

ERP downtime costs $6,400 to

The Answer: SAP Enterprise Support

SAP Enterprise Support

Foundation for Operational Innovation

SAP Enterprise Support provides continuous enhancement and optimization

New SAP Application Innovation

Traditional SAP Application

New: SAP Enhancement

New & improved functionality

Install SAP enhancement packages combined with Support Pack

Concrete Investment Protection

SAP Technical Upgrade Commitment

Every installed base customer solution can

SAP provides all tools to manage the

Business Driven Innovation

New functionality can be

The Answer: SAP Enterprise Support

SAP Enterprise Support

End-to-End Consistent standards

Custom code management

Standard Application and Quality Management

A central test plan for core

A central quality manager

All operational units across all organizations integrated

Remote Access and Supportability

With SAP Enterprise Support all

SAP Enterprise Support aligns the entire

root cause analysis within hours

well defined escalation procedures

Clear and defined handover procedures

End-to-End Solution Operations

End-to-end support for end-to-end solutions

End-to-End Root-Cause Analysis

End-to-End Change Control

End-to-End Business Process Integration and Automation

End-to-End Enterprise SOA Readiness

Managing Custom Codes and Components