What are the key elements and steps to follow to ensure that your SAP SuccessFactors Support organization is efficient and that your SuccessFactors Solution is maintained properly?

1. SAP SuccessFactors Support
The help you need

2. Your challenges in supporting SAP SuccessFactors
OBLIGATIONS
TRANSFORMATION
PERFORMANCE
• Regulatory changes
• Obsolescence of tools &
functionalities
• Availability of talents
• Optimizing the HR Process
• Users performance
• Continuous improvements
• Your Business moves
• Your Organisation evolves
• New business lines
© HR Path 2020

3. Overview
• So what are the key elements and steps to follow to ensure that your
SuccessFactors Support organization is efficient and that your SuccessFactors
Solution is maintained properly:
 Define the roles and responsibilities of your key users or functional subject matter
experts, your HRIS Manager and IT System Administrator
 Ensure you have a governance structure in place for on-going system changes
 Establish a strong team and process for your semi-annual releases management
 Leverage all the resources that SAP SuccessFactors make available to all customers
 Partner with a certified SuccessFactors Support Partner for when the extra help is needed
3
Optimizing
Solutions
Enabling Flexibility
and Agility
Lowering overall
Cost of Ownership
© HR Path 2020
You need to focus on a strategy and plan for building
the support model from the beginning of the project.

4. Steps to Build a Support Model: Plan ahead & Scope properly
• Step 1 - Partner with the Consulting Partner, if needed
 Don’t try to do it yourself if SuccessFactors is new to you
• Step 2 - Conduct a Scoping Exercise with Management Team
 You need to discuss the overall objectives and goals, current strategy and plans, as well
as review the current organizational structure and vision.
 Lead the discussion on SAP best practices, and lessons learned, in the area of support.
From these discussions, the overall project scope should be finalized and documented in
a Statement of Work. Overall, the scoping session should focus on strategy. Specifically, it
should touch on:
 Issues regarding the design and implementation, if already identified on the project
 Scope of the support processes
 Roles and responsibilities, which will help define the new Support Model, and related
support team
 Any risks, assumptions
 Functions to be fulfilled by the support organization, Level 1, 2 and/or 3?
 Geographical & Languages distribution
 Organizational structure
 Outsourcing plans
 Relationship between support organization and Program Management
 Overall support governance
© 2020 HR Path

5. Who are your solutions and extension connected to your SuccessFactors
©2020 HR Path
Workforce
Software
Time and Attendance
software captures
detailed labor data and
automates even the
most complex pay rules
for your diverse
workforce—hourly,
salaried or contingent.
DocuSign
helps organizations connect and
automate how they prepare,
sign, act on, and manage
agreements.
DocuSign is a SuccessFactors
Partner that offer a complete e-
signature solution for recruiting
and onboarding
Sodales
provides Labor Relations
and Enterprise Health &
Safety solutions to SAP
customers through SAP
SuccessFactors
extensibility.
Kronos
Workforce Dimensions™
solution offers a
breakthrough employee
experience and
unprecedented levels of
operational insight into
managing your
workforce.
BenefitFocus
HR Path is a certified
Benefitfocus
implementation partner.
Benefitfocus is a
SuccessFactors partner
that offers a full benefits
solution for the US and
Canadian markets.

6. Steps to Build a Support Model: Define and Design
• Step 3 - Define the Support Requirements
 Here, you are going a level down with key managers and resources. In this step, you should conduct
business workshops to determine what support procedures/processes are required, along with
potential future support requirements. Once the requirements are gathered, you will need to
document and analyze.
 The results of this effort should be used in the blueprinting effort for the design phase. In this step,
you should address specifics. Things like support Management, location, availability, service levels,
functions, procedures, and staffing. Also, change control and enhancement requests should be
addressed. Things like regional and global change control, management and quality assurance,
testing, standards and data management.
• Step 4 - Design the Model
 Based on information obtained in the previous two steps, you should be in a position to design your
support model, which will include support processes, organizational structure, and staffing. Typically,
the activities and milestones of this step include:
 Education on the relevant Support Models that are commonly used today
 Identify the resources that are available to you (SuccessFactors Training, Community, etc.)
 Define the services that IT will provide and support - For example a RACI Chart of Services
 Define the support processes and support model
 Perform Gap analysis and resolution
 Formulate an organizational and staffing plan that supports the processes and objectives of the
organization. Typically, this is the foundation for your COE, if this is the model that you choose!
© 2020 HR Path

7. Steps to Build a Support Model: Implement and Deploy
• Step 5 - Implement the Model
 In this step, you should prepare a final report summarizing recommendations on the support model
and rollout, as well as the implementation plan. Included should be a summary of gaps, identification
and assessment of significant issues or constraints as well as any risks associated with the
implementation phase. Critical success factors of the impending implementation should be included.
A summary of estimated implementation costs and resources should also be included.
 If you use a third party consulting firm, they should be the leader in this step but they should work
side by side with the key internal resources to roll out the model.
• Step 6 - Build a Skills Plan
 In this phase, you should prepare a list of recommendations surrounding training, knowledge
transfer, and skills assessments for the support folks. An SuccessFactors partner can help you with
this aspect as they should have tools and processes to expedite this process, and deliver training
where required.
© 2020 HR Path

8. Example of a successful support model
8© HR Path 2020
SAP SuccessFactors Support Services
Enhancing the foundation
SAP Entreprise Support
The foundation for customer success
Corrective,
Preventive
and
Adaptative
Support
Specific
deployment
options
Collaboration Empowerment
Innovation and
value realization
Mission-critical
support

9. Overview for Customer “ABC”
• HR Path has designed its Application Management Services for SAP SuccessFactors
in order to meet the unique demands of Customer “ABC” Cloud HR Support.
• The Support Model provides access to corrective, preventative and adaptative
support from day one. It will accelerate future implementations, optimize our IT
operations and speed up our business process innovation with the help of HR Path
Support Services
• Specifically to our deployment of SuccessFactors, our support services cover the
complete solution lifecycle:
 Collaborate easily with our SuccessFactors & HR Path experts through one-on-one conversation to
achieve defined targets and address our business needs
 Empower our employees to build the necessary skills through internal and external Education
Services
 Innovate and realize value, and identify business and IT improvement potential through our
governance (monthly touch points) and our release management strategy
 Protect our business continuity with mission-critical support and accelerate problem resolution with
best-in-class service level agreements
9© HR Path 2020

10. Get Started with Collaboration
10© HR Path 2020
Collaboration
Receive guidance from our HR Path SuccessFactors support experts by interacting with
them through the cloud support system. Their support advisory team guides us during
mission critical situations.
Support experts
Get valuable advice from HR Path
team of 150+ experienced
SuccessFactors certified professionals
HR Path Advise value maps
Leverage value maps to quickly
identify the relevant services, tools
and expertise for your business needs

11. Get Started with Empowerment
11© HR Path 2020
Empowerment
HR Path SuccessFactors Education Services empowers us with expert guidance and high
impact knowledge transfer services that enable us to innovate and be successful with
SAP SuccessFactors solutions.
Knowledge transfer
On digital transformation,
integration, and system
operations
On-demand learning experience
By combining self-paced and
expert-led offerings, available on
a 24x7 platform
High-quality knowledge
HR Path support experts help us
close the skills gap of our key
users, our IT and line-of-business
experts

12. Get Started with Innovation & Value Realization
© HR Path 2020
Innovation and Value Realization
HR Path SuccessFactors Support Services provide a wide range of services and tools to
help us realize more business value and to accelerate the adoption of new innovations
Customer value experience
tools
Realize value opportunities by
leveraging available tools
focused on innovations and
business outcomes
SuccessFactors Release
Management
Efficiently manage IT and smoothly
introduce new functionalities for
meeting our business requirements

13. Get Started with Innovation & Value Realization
13
Innovation Discovery / Preparing Quarterly or Semi-annual Releases
Align ExecuteReview
Drive innovation with SAP SuccessFactors Quarterly Releases – check out SAP
SuccessFactors Community and get product updates and release information
• Review the Release
Information written
documentation
• Attend and/or review the
recordings of Release
Information webinars
• Discuss with peers and
experts in the Customer
Community
• Determine which optional
features your organization
wants to implement and
address relevant prerequisites
• Determine which optional
enhancements can be
implemented on your own in
your SuccessFactors system
or will require SAP Support
• Gather any relevant
enhancement codes from the
Release Information
presentations
• Use the upgrade center or admin
tools to implement self-service
optional enhancements
• Where necessary, submit a case
to Customer Success with
complete list of relevant
enhancement codes
© HR Path 2020

14. Get Started with Empowerment
14© HR Path 2020
Mission-Critical Support
Regardless of our deployment scenario and the issues that may arise, a cornerstone of
our Support Model is mission-critical support that provides rapid collaboration with
support experts from HR Path
A single, Intuitive Interface
To access support resources,
ensuring an efficient and user-
friendly experience
24x7 availability
Independent of our specific
deployment model, with Platinum
level support, we get access to
the help we need immediately
Minimized business disruption
And accelerated problem
resolution thanks to best-in-class
service level agreements for
timely reaction and a corrective
action

15. Service-Level Agreements
15
Service-level agreements – HR Path SuccessFactors Support Services to timely initial response an
corrective action means you can rely on fast support for your most critical business needs.
Incident Priority 1 2
Initial Response Time 1 hour 4 hours*
Targeted Corrective
Action
(Work-around / action
plan)
4
hours
1 Business
Day
• Accelerate problem resolution
• for productive system incidents and critical
projects
• Minimized business disruption
• and reduction of unforeseen downtime
• Reduced financial impact
• of support issues
© HR Path 2020

16. Finally
Overall, the aforementioned steps and approach will uncover key issues and help map
out a strategy and high-level project plan for the implementation phase. Without a
strategy and plan in place, it will be difficult to manage the implementation from both
a scope and resource perspective. The ramifications of which may lead to poor
budgeting, and the possibility of cost overruns. Besides potential cost implications,
there are practical reasons and benefits associated with the outlined approach.
These can be summarized as follows:
- Visibility of potential issues regarding the implementation.
- Clearly defined project scope and implementation strategy should give
management estimated costs, resources, and plan of action for the implementation.
- Using a partner to help, you get an unbiased third party recommendation for
implementation feasibility
- Visibility on roles and responsibilities, which will help define the new support
organization and related teams
- Visibility of risks and key assumptions of the implementation
16© HR Path 2018

17. Overall
In summary, your organization can realize significant long term benefits in performing
the Application Support Design and implementation. These go hand in hand with the
COE discussion and the notable benefits include:
- Leverage Support Infrastructure to extract value from the SAP Investment
- Deliver operational support excellence with fast response times and low costs
- Provide an environment to foster highly motivated employees
- Deliver sustainable service levels that are geared to business goals yet are cost
justified
17© HR Path 2018

18. Additional Information on HR Path
18© HR Path 2018

19. 1,000 employees
18countries
18 years of experience
on the market
Cloud Quality Certified
+115Million Revenue
3global partners
1,250customers
HR Path: Global leader in HR Solutions
Australia - Belgium - Canada - France - Germany – India –
Indonesia - Mexico - Morocco - Netherlands - New Caledonia –
Philippines - Singapore - Spain - Switzerland - UK - USA -
Vietnam
©2020 HR Path
Cloud
3 business lines:
ImplementAdvise Run

20. Our value proposition: Advise To Run
© 2020 HR Path
Communication Plan
Select
Transform
Payroll / BPO
Users Acceptance Test
Configure
Prototype
Change
Release Management
Adopt
Move to prod
Labor Agreement Survey
AMS & support
Build to Run
Plan
Talent
Management
Payroll
Time & Attendance
International
Core HR
Business
consulting
Finance
Advise
Run
Implement

21. 21
International Development
2011
HR Path Canada
2015
HR Path Germany
2004
Center of
development
CBL in Morocco
2013
HR Path New-Caledonia
2010
RHnet integration
In Morocco
HR Path Belgium
HR Path Switzerland
HR Path Middle East Dubai
HR Path America’s
2012
2018
HR Path Mexico
HR Path Netherland
HR Path Singapore
20172014
HR Path Spain
HR Path UK
HR Path Vietnam
HR Path Australia
HR Path Indonesia
HR Path Philippines
2020

22. International implementation projects
HR Path implementations in 70+ countries around the globe
250 consultants
3 Global partners
Talent
Management
Payroll /
Time
Management
International
Core Model
© HR Path 2020

23. HR Path in North America
15
years of business
presence
Million revenue in Euros
10
2
8
2018 2020 2020
70employees
4countries
6 Offices
60
3
Consultants SAP
Consultants Workday
50%
men
50%
women
38
20
Consultants in USA
Consultants in Canada
Consultants in Mexico
4 1
Consultants in Peru
3recognized expertise by SuccessFactors
Montreal
Toronto
Atlanta
New York
San Francisco
Mexico City

24. 24
STANDARD SERVICE LEVEL - PLATINUM
1. If the ticket is open during normal business hours
2. If the ticket is open outside of normal business hours
Service Level Target Ticket Priority Platinum Support Package
Initial Response Time Urgent (Level 1) 1 business hour1 or 4 calendar hour2
High (Level 2) 4 business hours
Normal (Level 3) 1 business day
Low (Level 4) 2 business days
Assessment/Corrective Action Urgent (Level 1) 4 hours
High (Level 2) 1 business day
Normal (Level 3) 5 business days
Low (Level 4) 10 business days
Service Continuity Urgent (Level 1) 24/7, 365 days
High (Level 2) Business hours EST
Normal (Level 3) Business hours EST
Low (Level 4) Business hours EST
Ticket Limit
Limit on the Priority 1
tickets only
4 tickets
© HR Path 2020

25. Pricing models
• AMES services are offered in several pricing models:
o “On-Demand” model: the services are provided on-demand (per ticket) for all requests, with no
monthly fee
o “Fixed monthly” model: the services are provided at a fixed monthly fee (same as above), with no
prepaid hours for change requests & enhancements
o “Hybrid” fee model: the services are provided at a fixed monthly fee regardless of the amount of
requests or tickets submitted (<than 4 hours of effort per ticket) for low and normal priorities, with a
predefined number of discounted hours for change requests & enhancements
• An Onboarding fee may be applicable for some customers depending on our knowledge of
the implemented solution and level of complexity
• The monthly fee for the “Fixed monthly fee model” and “Hybrid model” will vary depending
on the SLA package selected
25© HR Path 2020

26. HR Path, a committed partner
A global support
• Your committed partner from advising to the Run
• Proximity and reactivity thanks to our global presence
• Expertise across the whole HR Function
Capitalize on our experience
• Customers from all sectors and all sizes
• All the main solutions on the market
• Our commitment to success
The choice of freedom
• The solution most adapted and independent from editors
• A personalized relationship
• Access to customer communities
GLOBALSKILLEDINDEPENDANT
© HR Path 2020

27. Enhancing the foundation
27© HR Path 2020
HR Path SAP SuccessFactors Support Services
Enhancing the foundation
SAP Entreprise Support
The foundation for customer success
Corrective,
Preventive
and
Adaptative
Support
Across all
deployment
options
Collaboration Empowerment
Innovation and
value realization
Mission-critical
support

28. Thanks for your attention
© 2020 HR Path
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HR Path North American HQ
5409 Eglinton Ave. W
Suite 209
Toronto, ON M9C 5K6, Canada
+1 (416) 537-9560
https://www.hr-path.com