!SAP Service and Support: An A-to-Z guide for optimizing ROI and TCO

by: Issued by Gerhard Oswald

On-line Price: $103.95 (includes GST) Hardcover package 216 20%Off Retail Price You save: $26.00 Sale Item - Special discount -limited stock _____________________ N.Sydney : In Stock	Retail Price: $129.95 Publisher: SAP Press,2004/04/04 Category: SAP Level: I/A ISBN: 1592290159 ISBN13: 9781592290154
Add to Shopping Cart

To complement the wide array of available software solutions, SAP offers customers an equally exhaustive range of service and support programs. This comprehensive portfolio of services and support options helps you to operate all facets of your SAP system landscape with heightened efficiency, saving you both time and money across the entire life cycle of your solution. But where do you begin?

  Using this unique new book as your one-stop reference, you'll quickly learn how the SAP community is structured, and gain an advanced understanding of the extensive maintenance programs offered by SAP. Plus, you can instantly access detailed profiles of all available services and expert analysis, which clearly shows you how to best leverage these resources to reduce total cost of ownership and boost return on investment in your SAP solution.

  Familiarize yourself with the essential features of SAP Solution Management, and benefit from best practices, proven insights, and concise examples that illustrate the specific situations in which individual services are most effectively deployed. Support organization team members.

          Highlights include:

  Detailed listing of all Service and Support options

Expert strategic insights

Detailed methods for optimizing ROI and TCO

The ins and outs of SAP Solution Manager

Your map of the SAP Community

Analysis of maintenance offerings

Practical 'how-to' examples and real-life scenarios

-- and much more!

Table of Contents

Preface ... 9

Introduction ... 11

  1. SAP Services for Continuous Customer Satisfaction ... 15

  2. SAP Solution Management ... 19

  2.1 Who is Involved in SAP Solution Management? ... 20

2.2 Core Principles of SAP Solution Management ... 21

2.3 Areas of SAP Solution Management ... 23

2.4 Implementing SAP Solution Management ... 24

  3. Reducing Total Cost of Ownership ... 27

  3.1 Cost Structure and Balanced Scorecard ... 28

3.2 How SAP Helps You Cut Your Costs and Speed Up ROI ... 31

  4 SAP Community - Collaboration and Knowledge Exchange ... 35

  4.1 SAP Solution Manager ... 38

4.2 SAP Service Marketplace ... 51

4.3 How SAP Solution Manager and the SAP Service Mar ketplace Interact ... 59

  5. SAP's Maintenance Offerings ... 63

  5.1 SAP Standard Support ... 64

5.2 Premium Maintenance Packages ... 68

5.3 Extended Standard Maintenance ... 71

  6. Customer-Oriented Services ... 73

  6.1 Safeguarding ... 74

6.2 Solution Management Optimization ... 91

6.3 Empowering ... 105

  7. The Changing Face of SAP Solutions ... 113

  7.1 RoboPros - Background and Action Plan ... 113

7.2 Performance Optimization and Consolidation of the Logistics Systems in South America ... 121

7.3 Implementation of a Global Support Infrastructure ... 134

7.4 Implementing Service Management and Spare Parts Provisioning with SAP R/3 and SAP CRM ... 142

7.5 Optimizing the System Landscape ... 160

7.6 Optimizing Support Organization ... 170

  Appendix

  A. Solution Map in the SAP Customer Services Network ... 177

B. Quick Links for the SAP Service Marketplace ... 191

C. Glossary ... 195

D. The Issuer ... 201

E. Acknowledgements ... 203

  Index ... 205