Platform Support enabling IT to increase speed of innovation (= time to value) is a challenge - a challenge that can be mastered and has to be mastered. Key Elements are: * Control Center Concept including Innovation Control Center, Operations Control Center and Mission Control Center * Support w/o Incidents - as an incident means a risk to progress as planned * Embedded Support for Innovation, based on Business Value For the SAP Platform in general, and S/4 HANA specifically, Standard Support, more Enterprise Support and even more Premium Engagement (SAP Active Embedded, SAP MaxAttention) provide services that contribute to the customer innovation from ideation & design, over roadmap and detailed planning, execution and GoLive until optimization and value realization of the business solution.

1. SAP Platform Support –
A Challenge
Bernhard Luecke – Head of Embedded Support Iberia
February 24th, 2015 Customer
??

2. Support a PLATFORM
More Layers of the stack
Build Ecosystem
24x7x365 for companies that
represent big “chunk” of global GDP
E2E Database Support
Application interwoven w/ database
Different Deployment Scenarios

3. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 3Internal
 Additional lever of support for all customers at all stages
 24x7x365 link from customer project/operations into the
complete SAP Organization
 Customized support, embedded into customer
organization and committed to project success
 E2E support from ideation & design over roadmap &
implementation to GoLive & Operations Optimization
 Standardized Services for Prevention and Optimization
 Knowledge Transfer, Solution Manager use cases
ENTERPRISE
SUPPORT
EMBEDDED
SUPPORT
(Active Embedded /
MaxAttention)
MISSION
CONTROL
CENTER
SAP Platform
Main Support Services and Elements
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 3Internal
 Incidences, Standard Services, Knowledge Base
STANDARD
SUPPORT

4. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Internal
Adoption Offering Benefits/Efforts
Step 1 SAP HANA Overview:
 Saphana.com
 Suiteonhana.com
 Expert sessions
 Vibrant Communities
 Articles, whitepapers, blogs; anything
that you may need to know about SAP
HANA
 Experts providing basics of SAP HANA
 Comprehensive short videos
 Customer testimonials
Time
Skills
Benefit
Step 2 SAP HANA Innovation/Blueprint:
 Business Scenario Recommendations
Data Volume Transparency
Cookbooks
 Empowerment
 Sizing Assistance
 Provide you potential innovation areas.
 Support you in scoping your HANA
project.
 Leverage Application Life-cycle
management.
 Provide you leads to a successful
HANA implementation project.
Time
Skills
Benefit
Step 3 SAP HANA Implementation/Run:
 Before, During, After GoLive Assistance
 Empowerment on
- Automation
- System Monitoring
- Data Modeling
 Ensure smooth GoLive.
 Mitigate risk with pro-active activities.
 Leverage Application Life-cycle
management.
 Provide leads to a smooth HANA
operation project.
Time
Skills
Benefit
Step 4 SAP HANA Operations
 Tools, Processes, Expertise
 Business Process Performance
Optimization
 Root-Cause Analysis
 Automation
 Leverage Run SAP like a Factory.
 Ensure smooth operations.
 Provide you leads to further innovation.
Time
Skills
Benefit
Enterprise Support Value Map for HANA
Adoption sequence, benefits and effort
* Benefits/Efforts scale is relative. SAP provides an indicator and the customer individual calibration happens in Step 2 where the customer effort is the smallest.
BestPractices
Meet-the-Expert
ExpertGuidedImplementation
ContinuousQualityCheck
QuickIQ

5. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 5Internal
Typical Enterprise Support Plan *
ES Value Map for SAP HANA
Discover & Plan Build & Integrate Operate & Optimize
SAP HANA
Overview (MTE)
SAP Platform
powered by SAP
HANA (MTE)
BW Migration to
SAP HANA
Bus. Scen. Rec.
For Suite on
HANA
APO on SAP
HANA
(MTE)
Data Volume
Management
(CQC)
Sizing
Start of
Project
Upgrade
Assessment
(CQC)
Get Ready with
Custom Code on
SAP HANA
(MTE/EGI)
DB
Administration
and Operations
(EGI)
EWA for
SAP HANA
(MTE)
(CQC) for
implementation /
Upgrade /
Migration
Handover to
Production
GoingLive
Support
DB Monitoring &
Troubleshooting
(EGI)
BI Monitoring &
Troubleshooting
(EGI)
SAP HANA
Back-up &
Recovery
(MTE)
MTE : Meet The Expert EGI : Expert Guided Implementation CQC : Continuous Quality Check
End of Project
* SAP ES offerings on HANA are exhaustive; shown here is a typical recommended support plan for most common requirements
CQC BPPO

6. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 6Internal
AGS Active Embedded/MaxAttention
E2E embedded in customer project and committed to joint success
Your SAP implementation project with your implementation partners
SAP Mission Control Center
Blueprint
Realizatio
n
Testing
Cutover
preparation
and start of
production
Operations and
continuous
improvement
Preparation
Design1
Modification
Avoidance
Integration Validation
Preparation of Operations
Innovation
Control Center
Operations
Control Center
Technical and Functional Solution Design
with SAP Best Practices Input
Optimize the blue-print to
become as
close to SAP standard as
possible Prepare automation of IT operations
monitoring for post go-live phase
Make your implementation robust
and stable to make your go-live an
non-event
AGS
Development
Consulting
2
3
4

7. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 7Internal
From Strategy to Value Realization
AGS Active Embedded / MaxAttention – Example S/4 HANA
Platform
Strategy
• Understand the value and benefit of SAP S/4 HANA to Business and IT
• Proof how to manage the transition
 Establish a consistent platform & deployment strategy leveraging SAP S/4 HANA
High-level
Roadmap
• Evaluate technical feasibility, migration risks & efforts, and Business & IT value per
solution and system
• Define a customer specific adoption roadmap driven by business value
 Develop an overall high-level value and transition roadmap
Detailed
Plan
• Create a detailed plan for the transition of one or multiple systems to SAP S/4
HANA
• Focus: Migration approaches/project plan and Technical Architecture
 Develop a detailed transition plan per system
Execution
• Execute the detailed migration plan, with the help of SAP Active Global Support
 SAP Landscape is successfully and safely transitioned to SAP S/4 HANA

8. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 8Internal
Custom
Code
TestingArchitecture
Infrastructure
Operational
Readiness
Performance
Scalability,&
Tuning
Migration to SAP HANA
The Foundation: Roadmap in SAP Solution Manager – Overview
Project
Mgmt.
Project Setup & Concept
Migration
Tasks
Project Definition
Detailed Target SAP Landscape
Definition
Detailed Technical Infrastructure
Definition
Performance Baseline
Sizing
Source Scalability Check
Inventory
Blueprint
Detailed Migration
Plan
Detailed Test
Planning
Q-Gate Management
Infrastructure Setup &
Configuration
Verification
ProductionCutover
Performance Optimization +
Verification
Operations Procedures
Post
Go-Live
Tool Implementation
Trainings
SLA Verification
Performance
Monitoring
Performance
Optimization
Operate
Procedures
Tools
Roles & Skills
Definition of Future Concept
Operations Procedures
Tool Roadmap
Roles & Skills, Training
Plan
Project Tracking
Issue Tracking
Sandbox
Migrations
Detailed Migration Method
Definition Cutover Rehearsal
Functional Regression Testing
Performance, HA, Sec.
Testing
Migration of Non-Prod Systems
Eval. of Existing Test Material
Testing Scope
Determination
Q-Gate Mgmt
KPI Definition
Infrastructure
Setup &
Configuration -
SBX
Project Tracking
Test Matl.
Development
Realization
Handover
Migration Tests
MigrationPlanningWorkshop
migrationscope,architectureandtechnicalinfrastructure
Identify Analyze
Improve and
Adjust
Q–Gate Definition

9. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 9Internal
SAP Mission Control Center
All Experts in One Place
Manage emergencies /
production downs
Support successful Go-
Lives
Provide expertise & knowledge
transfer for cloud deployment and
integration
SAP Mission
Control Center Provide expertise & knowledge
transfer
for the deployment of
SAP HANA, SAP Mobile, SAP
Analytics
Support holistic value realization of
premium engagements
SAP MaxAttention
SAP
ActiveEmbedded
Engagement Support
Production Support
Deployment Support
Deployment Support
Support Setup and deployment of
ICC / OCC and Application
Lifecycle Management
Orchestration Support
Video: Build and Run SAP like a Factory with the Control Center Concept

10. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 10Internal
SAP Mission Control Centers Worldwide
Highest Value of Support – 24/7/365 Coverage
MCC EMEA
St.Leon-Rot,
Germany
MCC LA
São Paulo,
Brazil
MCC NA
Newtown Square,
USA
MCC APJ
Beijing,
China
24x7 global coverage
daily handover

11. Platform Support for Innovation
A challenge that can be mastered
1. SAP Control Center Concept:
Innovation, Operations and Mission Control Center
2. Support w/o Incidents:
Enablement, Prevention, Mitigation
3. E2E Embedded Support for Innovation:
team-up from ideation to early value realization,
committed to joined success

12. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 12Internal
Thank you!
Contact information:
Bernhard Luecke
Head Embedded Support Iberia – Global Enterprise Support and Premium Engagement
SAP Spain
Bernhard.luecke@sap.com
http://www.linkedin.com/in/bernhardluecke

13. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 13Internal
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