SAP Service and Support

Gerhard Oswald is member of the executive board of SAP AG.

Preface to Third Edition ... 9 Introduction ... 11 1. IT-Powered Business Innovation - The Changing Role of IT ... 15 ... 1.1 SAP's Strategy ... 16 ... 1.2 The Chief Information Officer (CIO) as Chief Process Innovation Officer ... 20 2. SAP's Service Philosophy ... 21 3. SAP Ecosystem ... 27 4. SAP's Service Offering ... 31 ... 4.1 Team and User Training: Knowledge Transfer ... 33 ... 4.2 Enabling Support and Operations ... 39 ... 4.3 Quality and Risk Management (Considering SAP Safeguarding as an Example) ... 54 ... 4.4 Business and IT Strategy Consulting ... 59 ... 4.5 Technology Architecture Design ... 62 ... 4.6 Solution and Architecture Design ... 62 ... 4.7 Solution Integration ... 67 ... 4.8 System Landscape Optimization ... 67 ... 4.9 Technical Quality Assurance for Implementations, Operations, and Upgrades ... 72 ... 4.10 Implementing and Optimizing Support and Operations ... 83 ... 4.11 Program and Project Management ... 90 ... 4.12 Business Process Design ... 90 ... 4.13 Application Implementation ... 91 ... 4.14 Developing and Maintaining Custom SAP Solutions ... 93 ... 4.15 SAP Managed Services - Hosting and Application Management Services ... 99 ... 4.16 Business Process Outsourcing ... 107 5. Generating Value Through Support ... 111 ... 5.1 Support Offerings ... 113 ... 5.2 Maintenance Strategy ... 121 6. From Professionals for Professionals - SAP Services in Practice ... 127 ... 6.1 First Steps Toward an Enterprise Services Architecture ... 128 ... 6.2 Designing and Realizing a Strategy for Growth and Efficiency ... 134 ... 6.3 Standardized Process for Implementing an SAP Solution ... 148 ... 6.4 Creating a Custom Composite Application ... 157 ... 6.5 Global SAP System Rollout with Provision for Smooth Operations ... 161 ... 6.6 SAP MaxAttention: Risk Reduction and Continuous Optimization ... 165 ... 6.7 Upgrading with SAP Ramp-Up ... 179 ... 6.8 Planning and Executing Upgrades ... 183 ... 6.9 System Landscape Consolidation ... 197 ... 6.10 Improving Operations and Support for SAP Solutions ... 203 ... 6.11 Planning to Source Selected Support Tasks for Operations and Applications ... 206 ... 6.12 Steps Toward a Best-Run IT Organization ... 209 7. SAP Service and Support Infrastructure ... 213 ... 7.1 SAP Solution Manager ... 213 ... 7.2 SAP Service Marketplace and Portals ... 229 ... 7.3 How SAP Solution Manager and SAP Service Marketplace Interact ... 243 8. Cost Transparency with SAP TCO Framework ... 251 ... 8.1 SAP TCO Framework ... 252 ... 8.2 Building Blocks of SAP TCO Framework ... 253 ... 8.3 Reducing Costs with SAP TCO Framework ... 261 Appendix ... 263 ... A. Quick Links for SAP Service Marketplace and the Portals ... 263 ... B. Glossary ... 267 ... C. The Publisher ... 281 ... D. Acknowledgements ... 283 Index ... 287