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SAP Service and Support: Focusing on Continuous Customer Satisfaction (2nd Edition)

by: Gerhard Oswald

On-line Price: $25.95 (includes GST)

Hardcover package 285

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You save: $104.00

CLEARANCE Item - Special discount - limited stock!
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Retail Price: $129.95

Publisher: SAP Press,1.8.2005

Category: SAP Level:

ISBN: 1592290426
ISBN13: 9781592290420

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This completely revised, all-new edition gives readers a comprehensive picture of the SAP service and support portfolio and shows you how to leverage it to optimize the long term TCO and ROI of your SAP solutions, while avoiding unnecessary technical risks. Learn about the three cornerstones of the portfolio, SAP Solution Management Optimization, SAP Safeguarding and SAP Empowering, together with all of their related services. Then, discover essential new aspects of the SAP community and get expert help to set up your own Customer Competence Center. You'll benefit right away from complete chapters dedicated to the improved Premium Support offering, SAP MaxAttention, as well as full details on the new maintenance strategy.

All explanations and descriptions are bolstered by an extensive chapter on practical application, which clearly illustrates how best to apply SAP Solution Manager and the individual services to your advantage. A detailed forecast on SAP IT Service and Application Management, SAP's extension of the ITIL methodology, also helps you plan ahead for future enhancements to SAP customer relations.

Highlights Include:

Setting Up an SAP Workflow
Agent Assignment
Workflow Administration
Creating a Workflow
E-Process Interfaces
Using Forms
Custom Programs

About the Author(s):

Gerhard Oswald is a member of the SAP Executive Board and is responsible for the Service and Support organization at SAP. He is also a member of the Field Management Board, a committee that maintains close direct relationships with SAP customers, and that includes representatives from Sales, Service, and Consulting. This book was also made possible by key contributions from SAP Service and Support organization team members.

Table of Contents:

1 Lasting, Intensive Customer Engagement ... 17
... 1.1 Phases and Focal Points of the Customer Engagement Lifecycle ... 17
... 1.2 Value of Maintenance ... 21

2 SAP Product and Solution Support ... 25
... 2.1 High-Quality Solution Optimization with SAP MaxAttention ... 27
... 2.2 SAP Safeguarding ... 40
... 2.3 SAP Solution Management Optimization ... 60
... 2.4 Successful Support Organizations ... 81
... 2.5 Support for High-Availability Solutions ... 100
... 2.6 SAP Solution Manager ... 105
... 2.7 SAP Community-Cross-Company Collaboration and Knowledge

                  Exchange ... 120
... 2.8 Maintenance ... 139

3 Reducing Total Cost of Ownership ... 151
... 3.1 Cost Structure and Balanced Scorecard ... 152
... 3.2 How SAP Helps You Cut Your Costs and Speed Up ROI ... 155

4 The Changing Face of SAP Solutions ... 159
... 4.1 RoboPros-Background and Action Plan ... 159
... 4.2 Performance Optimization and Consolidation of the Logistics

                  Systems ... 167
... 4.3 Implementation of a Global Operator Organization ... 180
... 4.4 Implementing Service Management and Spares Provisioning ... 188
... 4.5 Optimizing the System Landscape ... 206
... 4.6 Optimizing the Support Organization ... 215

5 The Basic Structure of SAP's Future Service and Support Offering ... 223
... 5.1 SAP IT Service & Application Management ... 223
... 5.2 SAP Application Management ... 225
... 5.3 IT Service Management ... 237
... 5.4 Integration of SAP Application Management and IT Service

                Management ... 242

A Solution Map for the SAP Customer Services Network ... 249

B Quick Links for SAP Service Marketplace and the Portals ... 265

C Glossary ... 269

D The Publisher ... 275

E Acknowledgements ... 277