For enterprises , Time to Value is what most counts in the more and more rapidly changing world. As a software provider, SAP needs to ensure the quality of the configured and extended product, integrated as part of the solution landscape of the customer. This is achieved through the SAP Control Center Concept delivered within the SAP MaxAttention or Active Embedded engagement by SAP Active Global Support. Presentation held at "II Jornadas de Calidad del Producto" in Madrid ( http://calidaddelproductosoftware.com/2014/programa/ )

1. 26 Y 27 NOVIEMBRE 2014

2. SAP Support for Innovation -
Quality Assurance @ Customer through Control Center Concept within MaxAttention™ Engagement
Responsable del Dpto. de AGS Embedded Support
en SAP Iberia
Bernhard Luecke
Bernhard.luecke@sap.com

3. Context
Requirements
Control Center Concept
MaxAttention™ Engagement
Closure
Agenda

4. Context
Requirements
Control Center Concept
MaxAttention™ Engagement
Closure
Agenda

5. ©2014 SAP AG or an SAP affiliate company. All rights reserved.
5
Public
75%
of global workforce
will be
Millennials
We are entering into a new era of unprecedented change across a multitude of dimensions
5 billion
people worldwide will become
middle class
50% of the world’s population will live under water shortage
1.3 billion
people on business & social networks today
50 billion connected devices and “internet of things” by 2030
Rising Customer Expectations
A Dramatically Changing Workforce
Pressure on Resources
Network Effect/Explosion in Structured and Unstructured data

6. ©2014 SAP AG or an SAP affiliate company. All rights reserved.
6
Public
Cloud Abundance of cost- effective computational power and storage
Mobile
The new de facto standard in business interaction
Transformational technologies offer significant potential to drive business innovation
Social
Connected business and social networks
Big Data
Real-time analytic for behavioral and predictive insights
More than 60% of CEOs expect 15-50% of their earnings growth in the next 5 years to come from technology-enabled business innovations. – McKinsey study, 2013
”
“

7. ©2014 SAP AG or an SAP affiliate company. All rights reserved.
7
Public
Pace-Layered Application Strategy* to increase the value of your corporate performance management suite
End-to-end Support for all core Dealer Processes Core Logistics Processes integrated with Accounting
Workshop Scheduling for optimized Resource Utilization
Self-Service Online Appointment Scheduling for customers
Central System to leverage Synergies between Dealerships
Mobile Service Advisor
Incorporate Social Media into the Group Marketing Strategy
Example: Automotive Retail
New Ideas
Better Ideas
Common Ideas
*) Source: Increase the Value of Your CPM (Corporate Performance Management) Suite Using Gartner's Pace-Layering Toolkit 8 February 2013 G00236157 Analyst(s): John E. Van Decker

8. Context
Requirements
Control Center Concept
MaxAttention™ Engagement
Closure
Agenda

9. ©2014 SAP AG or an SAP affiliate company. All rights reserved.
9
Public
40% executives worry that their organizations will not keep pace with technology change and lose their competitive edge. – McKinsey study, 2013
”
“
Drive business innovation
Keep the lights on
IT Environment Collapse redundant infrastructure layers
User Experience
Engage front line employees/customers
28%
72%
Consumption
For immediate business impact
Forrester IT Survey, 2013
Complexity built up over decades limits the ability to innovate - Radical simplification is needed to unlock the potential
Drive business innovation
Keep the lights on

10. ©2014 SAP AG or an SAP affiliate company. All rights reserved.
10
Public
Requirements for successful Innovation
Goals:
Reduce the service to software ratio
Increase the speed of innovation
Simplify interaction with SAP
Maximize value of support
Reduced total cost of operations
Run SAP like a Factory and end-to-end integrated application lifecycle management
SAP Cloud powered by SAP HANA
Business process continuity
24 x 7 schedule in a globalized world
Business process improvement Protection of investments and maximize the use of what you have
Improve value chain and reduce innovation costs in fast cycles
Build SAP like a Factory in an Innovation Control Center

11. Context
Requirements
Control Center Concept
MaxAttention™ Engagement
Closure
Agenda

12. The SAP Control Center Approach Build and Run SAP like a Factory for a successful and seamless support throughout the lifecycle, within a SAP MaxAttention™ engagement
Plan & Build
Run
Build SAP like a factory
Support the SAP solution design and develop compliant with industry and solution best practice within a integrated end-2-end application architecture.
Run SAP like a factory
Optimize and support SAP and non SAP solutions operations to assure high performance, seamless operations, IT efficiency and prompt responsiveness to business and technical issues
Access all SAP industry, solution, technical expertise from Development, Centers of Excellence, Solution management and consulting experts during plan ad run phases
Round the clock remote supervision, control and support to local OCC to provide and execute actions to assure business continuity, fast resolution actions and high performance
Orchestration and Integration validation
Innovation Control Centre
Operations Control Centre
SAP Mission Control Centre
SAP Solution Manager
SAP Centre of Expertise
SAP Development
Video Build and Run SAP like a Factory with the Control Center Approach from SAP
Integrate & Validate

13. Project Lifecycle View Build and run like a factory – Complement Your SAP Implementation Projects with Our Expertise
Your SAP implementation project with your implementation partners
SAP Mission Control Centre
Blueprint
Realization
Testing
Cutover preparation and start of production
Operations and continuous improvement
Preparation
Setup
1
Modification Avoidance
Integration Validation
Preparation of Operations
Innovation Control Centre
Operations Control Centre
Establish interaction model between embedded support and SAP Mission Control Centre
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
Application Lifecycle Management with SAP Solution Manager
AGS
Development
Consulting
2
3
4

14. CoE Service Delivery
Integration Validation Zoom
VTO
Onsite GoingLive Support
System
Optimization Services
E2E Solution Operations Implementation
DVM
Maintenance Planning
BPM
GoingLive Check
Operations &
Rollout and Operations
Implementation/upgrade
Implementation
Discovery &
Evaluation
UAT
Volume test
Blueprint
Initial Data Load
Integration Test
GoLive Cutover
Planning & Design
GoLive Cutover
GoLive Cutover
 SAP assumes Co- Ownership
 Joint Gover- nance, Tools and Reporting
 TQM embedded in project organisation
Delivery in Workstreams based on SAP Solution Standards
 Validation through systematic measurement
 Timelines aligned with project plan











Joint Reporting "Single Source of Truth" - Project Status - Issue Tracking - Change Request Mgmt - KPI monitoring
BPPO
Interface Management Session
Process Integrity & Data Cons. session
Business Proc. Performance Opt. Session
Workstream 2 Performance & Scalability
Workstream 1 Data Consistency Analysis
Workstream Leads





Joint
TQM
Project
Organization

15. Context
Requirements
Control Center Concept
MaxAttention™ Engagement
Closure
Agenda

16. How it Works
© 2013 SAP AG. All rights reserved. 10
Alcance del MaxAttention
SAP MaxAttention
Contabilidad
Compras
POSLog
F&R
Vistex
Áreas acordadas dentro del alcance
Retail
© 2013 SAP AG. All rights reserved. 11
Alcance del MaxAttention
SAP MaxAttention
Retail B
Revisión de la
arquitectura
Oficina de
Certificación
Áreas acordadas dentro del alcance
Los sistemas de PI y BI necesarios para cada solución se incluyen en el alcance.
La revisión del dimensionamiento (Expert Sizing) y la definición de la estrategia de archivado para
cada solución también se encuentra incluida.
Multiple Projects, Products, Areas, …
 Scope & Objectives
 Governance & KPIs
 Teamup
 Detailed Planning
 Joined Delivery & Monitoring

17. Soporte continúo
a las operaciones
Implementación
Preparación y
Diseño
Configuración Baseline
User acceptance test
Volume test
Blueprint
Initial
data load
Integration test
Go Live cutover
Design & Planning
Maintenance and
Upgrade
2 - Feasibility Check
3 - Integration Check
6 - Volume
Test Optimization
10 – Going Live Check
9 - Onsite Going Live Support
14 - Expertise on Demand
5 - Business Process
Performance Optimization
4 - Technical Performance
Optimization
11 – Engineering Services para RSLAF
11 – Engineering Services para RSLAF OCC
8 - Data Volume Management
12 - Maintenance Assessment
13 - Upgrade Assessment
14 - Expertise on Demand
7 - Interface Management
Servicios de mitigación de riesgos y de verificación de calidad + Involucración de Expertos específicos
1 - Architecture and Sizing check
General Service Plan
Technical Quality Management pro - activo y continuo
Gestión continua de los Top Issues
Carta de SAP AGS

18. Timeline
Ener-14 Feb-14 Mar-14 Abr-14 May-14 Jun-14 Jul-14 Agos-14 Sept-14 Oct-14 Nov-14 Dic-14 GO-LIVE (Planned) IT Plan.– Cap. Mng TFC VTO TPO Operaciones GO – LIVE BPPO TIC DVM BDO Cancelado Scope 1 Scope 2 RSLF Workshop Loyalty CIC Loyalty CIC Vistex

19. SAP, en el marco de su metodología, después de cada servicio entrega un informe con el estado de la solución / proyecto desde el punto de vista del aseguramiento de la calidad técnica. Estos informes incluyen, entre otra, la siguiente información:
‒Categorización holística del riesgo
‒Recomendaciones y la prioridad de las misma, así como, el responsable de su aplicación.
Deliverables

20.  La siguiente tabla muestra el resumen de las recomendaciones proporcionadas por los servicios de soporte MaxAttention entregados, según la información disponible en el Solution Manager:
Recommendations
Proyecto
Abiertas
En proceso
Completas
Total
Cont. Gen.
2
1
23
26
CdP
2
7
30
39
Compras
7
5
34
46
Loyalty
7
5
12
CIC
F&R
2
2
8
12
POSLog
3
29
32
SolMan
2
2
BPC
5
5
Total
27
23
124
174

21. Joint KPIs
ID KPI
Descripción
Valor
KPI01
Plan de servicios definido y acordado con el cliente
OK
KPI02
Servicios planificados y entregados
OK
KPI03
Incidencias técnicas identificadas y gestionadas por el equipo Max Attention para un proyecto
OK
KPI04
Desviación sobre plan de servicios de MaxAttention
0 %
KPI05
Frecuencia de las revisiones de estado de la colaboración SAP AGS / Cliente
OK
KPI06
Porcentaje de soluciones y servicios prestados con certificación formal
100 %
KPI07
Número de defectos encontrados antes de la puesta en Producción
0
KPI08
Número de defectos encontrados después de la puesta en Producción
0
KPI09
Porcentaje de proyectos revisados que cumplen los objetivos de calidad
Pdte
KPI10
Número de proyectos certificados en tiempo y dentro del presupuesto confirmado por MaxAttention
100 %
KPI11
Número de recomendaciones realizadas
174
KPI12
Número de recomendaciones aplicadas
116
KPI13
Número de recomendaciones rechazadas
0
KPI14
Gestión de incidencias críticas o riesgos
Pdte
KPI15
Relevancia y calidad de las recomendaciones proporcionadas por SAP
Pdte
KPI16
Atención recibida por la dirección de SAP AGS
Pdte
KPI17
Satisfacción global con el Max Attention
Pdte
KPI18
Implementación en tiempo de las recomendaciones (en un plazo de 1 mes)
-
KPI19
Tiempo medio de solución de incidencias por prioridad
1 día
KPI20
Quejas recibidas respecto al servicio prestado
-
KPI21
Veracidad de las Alertas desencadenadas por el sistema de monitorización
No aplica

22. Results – Examples
Some achievements e.g. from big players in the retail area:
Optimized HW investments
Progress of Implementation Projects on Time, on Budget
Smooth Go Lives
Preventive support to specific solutions in operation
Fast De-Escalation of criticil situations / severe issues in production
Reliable change actions of productive solutions
Enabling of customer
Strategic mapping of solution / product roadmap with SAP roadmap
Faster and more efficient realization of Business Value

23. Context
Requirements
SAP Control Center Concept
SAP MaxAttention™ Engagement
Closure
Agenda

24. Conclusions & Further Information
The Journey
•Todays World
•TCI, TCO, SOI => Disrupt or be Disrupted
•Quality Assurance @ Customer: SAPs Control Center Concept
•Framework: SAP MaxAttention™ Engagement
•It works!
Further Info
•SAP MaxAttention
•The Real World Benefits of SAP Safeguarding
•Two Value Releases per Year (white paper)

25. ¡Gracias!
Responsable del Dpto. de AGS Embedded Support
en SAP Iberia
Bernhard Luecke Bernhard.luecke@sap.com

26. Appendix

27. Helping reimagine customer experiences like never before
Seamless experience across multiple channels Co-innovation and co-creation with customers Hyper-personalization using customer insights

28. Enabling to engage and empower people at scale
Embrace social savvy millennial workforce Transform the way you recruit and manage talents Empower & engage people with real-time information

29. Empowering to manage, predict and optimize resources in seconds
Data as the biggest new resource
Turning products into services
Real-time resource planning & optimization

30. Enabling to harness the intelligence of business networks
Explore the potential of “commerce graphs”
Networked visibility & intelligence
Networked collaboration & innovation
“We can’t predict what, where, or when disasters will happen. We have to manage it regardless.”
Jill Bossi American Red Cross

31. One Support Approach
•AGS helps customers to leverage the full value of their solution
•Innovation Control Center and Operation Control Center is THE delivery model to accelerate innovation and to ensure optimized operations
•The ONE Support approach will provide an end-to-end customer experience
SAP MaxAttention
SAP Enterprise Support
SAP ActiveEmbedded
On-Premise
Cloud and