PUBLIC

Global Customer Center of Expertise Program, SAP SE

Annette Michel and Pedro Arrontes

September 16th, 2020

Customer Center of Expertise by SAP Program Update

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The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission o f SAP.

Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service

or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related

document, or to develop or release any functionality mentioned therein.

This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and

functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this

presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentat ion is provided

without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a

particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP

assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross

negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ material ly from

expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,

and they should not be relied upon in making purchasing decisions.

Disclaimer

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✓SAP skills and knowledge

✓Business and IT alignment

✓Business Value

✓Best Run SAP

✓Maximize the ROI

A Customer COE is an expert team on SAP topics in your company.

releases and

changes

EarlyWatchservice

management

securityintegration

incidents

innovation

governanceand more…

business alignment

DevOps

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Integrated Quality

Management

Basic setup of

Customer COE

Core Functions

Establishment of

Customer COE

SSS

Customer COE Program – Lifetime Journey for Continuous SuccessRoadmap and Scopes

Business Model

Discovery and

Transformation

Customer COE

Role assignment

Primary Level

Setup completionCustomer

COE Manager

Knowledge & Best Practices

Advanced Level

of Customer COE

End to End IT

Processes Maturity

Driving Business

Innovation

Continuous

Improvement

Continuous

InnovationBuilding a Customer

COE Foundation

Prioritized scopes to

contribute Business

Success & IT Value

Maturity Checks

(Organizational

& Functional)

Capability &

Efficiency

Increase Maturity

Increase Maturity

Increase Maturity

ST

AR

T

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Customer Center of Expertise by SAPAccreditation Tool for Customer COE Managers

coe.program@sap.com

The Intelligent Enterprise Institute

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IE Institute: Process Lab

Process Lab

Intelligent

Processes

What is it?

A fully remote workshop that will help you to

optimize your business processes by focusing on a persona, business problem and design challenge

with the support of technology trend cards and

design thinking methodologies, making use of pre-defined line of business content.

Deliverables ▪ Process Benchmarking

▪ Prototypes of optimized

processes

▪ Solution Design

▪ Architecture

▪ Roadmap

Value ▪ Cost savings

▪ Revenue Increase

Process Benchmarking

Process Optimization

New Process IE Architecture

coe.program@sap.com

Knowledge Transfer Offerings for Customer COE

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Customer Center of Expertise by SAPWhat´s New in Knowledge Transfer

New Knowledge Transfer formats

• DevOps Workshops

• EarlyWatch Alert Workshops

• Security

• Hybrid Infrastructure and Scenarios

• Change Management

New Webcasts:

• Integration

• Customer Experience

• SAP Cloud Platform

• etc.

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Customer Center of Expertise by SAPWhat´s New in Knowledge Transfer

Customer COE and CIO Guides:What a Customer COE should know about

Incident Management

Customer COE in SAP One Support Launchpad

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Customer COE Cockpit SAP ONE Support LaunchpadPredefined Role

✓ Get a predefined Customer COE cockpit in SAP ONE Support Launchpad

✓ Make the right setting in our User Profile - select the role “Customer Center of Expertise”.

✓ And Go

There are two tile groups predefined:

1. Customer COE – Administration

2. Customer COE – Analytics

✓ 200.000 S-Users have already assigned

therole Customer Center of Expertise

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Incidents cause high costs – they are one of the main cost drivers.

To help the business quickly return to work it is essential to be aware of current rules, processes and responsibilities to collaborate with SAP Support.

The Customer COE Incident Quality Dashboard gives an at-a-glance overview of quality-related key figures for confirmed incidents.

4711 Test Customer

Customer COE Incident Quality DashboardEvaluation

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Customer COE Incident Quality EvaluationMethodology

Each incident is rated, based on 3 categories:

1. Error category

SAP Product/Documentation, Product Complexity (incl. Usability), 3rd party, How-to-Request, Customer

Coding/Configuration, etc. (full list see next slides)

Selected by incident processor (manually)

One error category assigned per incident

2. Documented

Yes/No: Existing note(s) attached to incident (automatically)

Exception defined e.g.: - “Standard Note” like 10, 12 or notes of certain components like „xx-ser-gen”

- only the last notes added to the incident count (by solving support level)

- note was created after the incident

- note was changed after the incident

3. Difficulty

Easy/Hard: Determined via Solving Level at SAP (automatically)

Product Support = Easy; Development Support = Hard

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The redesigned application offers Peer Benchmark information on SAP Incident Processing efficiency

and quality compared to all SAP customers.

The Peer Benchmark information will be displayed via the button “Show Peer Benchmark”.

By mouse over the bars in the benchmark chart, the figures are shown.

Customer COE Incident Quality Peer BenchmarkNEW Feature

SAP Web Assistant

Functionality provides Help

Text within the application.

Thank you.

Global Customer COE contact information :

coe.program@sap.com

http://support.sap.com/ccoe

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These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or

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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or

any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,

and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and

functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason

without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or

functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ

materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they

should not be relied upon in making purchasing decisions.

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