The expectation towards Support is always growing - in line with the expectation towards IT to be better and better regarding Time to Value. SAP helps the Customers´ IT and LoB through the Control Center Concept. the "Support without Incidences Project" and further preventive Enterprise Support Services, and last but not least E2E Embedded Support Services through SAP Active Embedded and SAP MaxAttention. Based on these three pillars, Support for Innovation is a challenge that IT, LoBs and SAP can master. This ia an evolution of the previous presentation for the HANA Community in Spain.

1. SAP Support for Innovation -
S/4 HANA and more
Bernhard Luecke – Head of Embedded Support Iberia
March 12th, 2015 Customer

2. © 2011 SAP AG. All rights reserved. 2
SAP S/4 HANA & SAP Platform

3. Innovation on SAP PLATFORM
E2E from Fiori to HANA
Build Ecosystem
24x7x365 for companies that represent
big “chunk” of global GDP
Time to Value
Application interwoven w/ database
Different Deployment Scenarios

4. © 2011 SAP AG. All rights reserved. 4
One Support
For all SAP Products and any Deployment Options
SAP ONE Support program enables IT to get full
control of the end-to-end support process
Cloud
On-Premise

5. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 5Internal
 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 S/4 HANA
Main Support Services and Elements
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5Internal
 Incidences, Standard Services, Knowledge Base
STANDARD
SUPPORT

6. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 6Internal
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
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

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Typical Enterprise Support Plan *
ES Value Map
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)
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

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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

9. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 9Internal
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

10. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 10Internal
Custom
Code
TestingArchitecture
Infrastructure
Operational
Readiness
Performance
Scalability,&
Tuning
Migration Roadmap and Safeguarding Services
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

11. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 11Internal
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

12. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 12Internal
Reactive - Objectives
Mission Control Center Support
Customer
SAP Front Office Teams
Premium&Enterprise, Product Supp., Sales, Consulting
MCC Deployment Rooms
Critical issue resolution
Cross Issues
Create Best practices
Customer 360° review
Action plan & Follow up
Ensure Transparency
Identify value-adding
pro-active services
Critical customer identification
Customer situation
management
Front office
Proactive - Objectives
Best Practice on Do’s and
Don'ts
Provide Automation (APIs,
Usage KPIs, Pro-active
Indicators)
Provide transparency on
customers issues and
situations
Best Practices and Guided
Procedures
Service Delivery (pro-active
services)
Check onboarding customers for
criticality
Understand customer need and
expectation
Service Plan Definition
Back office
request
MCC Situation Rooms
Technical Expertise
Situation Rooms
SF Engineering
Situation Rooms
SF Operations
Incoming request
Top Issues/Cross
Issues
Global MCC HEC
Situation Room
North America Latin America EMEA APJ

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

14. SAP Support for Innovation
Fastest Time to Value for YOUR business
1. ONE Support
For all SAP Products and any Deployment Option
2. SAP Control Center Concept:
Innovation, Operations and Mission Control Center
3. Support w/o Incidents:
Enablement, Prevention, Mitigation
4. E2E Embedded Support for Innovation:
team-up & committed for joined success
from ideation to early value realization,

15. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 15Internal
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

16. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 16Internal
Additional Information
SAP ONE Support
support.sap.com/support-programs-services/programs/one-support-program.html
SAP Enterprise Support
support.sap.com/support-programs-services/programs/enterprise-support.html
SAP Active Embedded
support.sap.com/support-programs-services/programs/activeembedded.html
SAP MaxAttention
support.sap.com/support-programs-services/programs/maxattention.html
Support References
service.sap.com/~form/sapnet?_SHORTKEY=01100035870000758832&_SCENARIO=01
100035870000000202
The Real-World Benefits of SAP Safeguarding Services
hosteddocs.ittoolbox.com/the_real_world_benefits_of_sap_safeguarding_services.pdf
SAP Business Suite 4 SAP HANA
http://discover.sap.com/S4HANA
This presentation:
http://www.slideshare.net/BernhardLuecke/sap-forum-2015-support-for-innovation

17. © 2015 SAP SE or an SAP affiliate company. All rights reserved. 17Internal
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