November 2013
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The approach
Sometimes all you need is just
a little guidance in order to complete a task
or to overcome a challenge…
…
… and you might be looking for someone
The solution
Access an SAP expert who can help
you find the best way
to meet your business requirements
SAP ActiveEmbedded,
product engineer on demand option
What is it…?
SAP ActiveEmbedded, product engineer on demand
provides a
facility to access a senior SAP product engineer
with no agenda
other than to help you ensure long term sustainability and minimum total cost of
ownership for your systems.
Access
Access to an “on call”
named, experienced
and expert product
engineer for a selected
product area in a
mutually agreed time
zone*
Issue Handler
A dedicated issue
handler for issues
raised for the selected
product in scope for the
contact helping you to
accelerate issue
resolution
How it works…
A product engineer
will be able to…
Coach
… coach you through the
SAP best practices
configuration steps for a
certain product.
Explain
… explain how to perform
necessary steps provided
by SAP support to
resolve an issue, and
how to avoid this issue
from reoccurring.
Advise
… advise on the required
steps to configure a
certain product to meet
functional requirements
supported through SAP
standard.
Call me directly during our mutually agreed time zone,
after I created a customer message on component XX-PED-
A product engineer is not meant to perform the tasks normally associated with an implementation project team or services provided by a professional services consultant, implement changes or undertake implementation tasks, or replace functions
What the product engineer provides – coverage examples
The product engineer
acts as a coach and advisor
for you
in the selected product areas
helping identify ways that you
could
add more value
for example:
Tactical short term assistance on product questions
Delivery of specific "point" knowledge transfer to customer
on product where knowledge gap is identified
Identifying potential operational efficiency improvements
Highlighting potential areas of exposure to excess cost and risk
Best practice around the product within scope
Suggested areas where deeper investigation and
Delivery approach
Technical Quality
Manager
Focused on your
complete end-to-end
solution.
Can act as a point of
escalation outside of
the focused product
area.
Premium Mission
Critical Support
Helps to resolve your
critical situations
beyond the scope of
standard SAP
support.
Product Engineer
on Demand
Provides guidance
and coaching for one
specific product area.
Can assist with
providing a solution
within the selected
product with
functional guidance.
Review
Service
Led or coordinated
by the TQM, it
reviews the products
in scope at the start
of an engagement
in regards to:
System landscape
Product areas covered
BI - Business Intelligence
CRM - Customer Relationship Management
EIM - Enterprise Information Management
EPM - Enterprise Performance Management
FIN - Finance
HCM - Human Capital Management
MM - Materials Management
PP - Production Planning
SD - Sales and Distribution
Product areas covered
GRC - Risk
NW-Core - SAP NetWeaver Core
NW-Java - SAP NetWeaver Java
NW-BW - SAP NetWeaver Business Warehouse
SCM - Supply Chain Management
SRM - Supplier Relationship Management
Sybase - Sybase (IQ, ASE/REP on SAP Paper)
Mobility - Mobile
Please note: Components will be governed by the SAP component that has been assigned to the objects development class.
Product areas currently
EXCLUDED
Example scenarios… Can you relate to any of these?
Industry Challenge Solution
Retail Wants to make sure that the web shop is accessible 24 hours a day and is scalable enough to handle peak customer traffic.
The PED coaches the customer through the SAP best practices configuration steps to ensure the CRM is load-balanced across all the connected Java servers.
High Tech SAP system needs to be configured to handle sales order processing of
service-based product (without a shipment location).
The PED advises the customer on the required steps to configure SD to skip the delivery requirement for sales orders of service-based products.
Industrial Components
SAP support provided the steps required to resolve the issue. These are complicated and difficult to execute if not performed by someone
experienced in SAP CRM.
2
Risk Reduction
Risk reduction by providing a channel for “How to” questions notcovered by SAP support, etc.
Improving efficiency in operating SAP solutions due to improved product knowledge
4
Optimizing operations
Building and improving know-how on operating SAP solutions, and how to apply a workaround or solution to a product challenge, etc.
3
Know-how transfer
Support
Coaching, guidance and advice related to product, product
roadmap-related or technical questions on specific SAP software components and best practices
1
5
Access to an independent SAP product expert integrating theorganization into the SAP Active Global Support backbone
Trusted Advisor and
advocate
Want to know more? Contact us!
In general:
Ask your SAP support contact or technical quality manager (for premium support
engagements) for more details
Your regional contacts:
•
APJ:
Paul Baird
•
EMEA:
Chidananda S Murthy
•
Latin & South America:
Sean Thomson
•
North America:
Keith Lamont
For Sybase customers:
•
APJ:
Rodney Hood
•
EMEA:
Karen Shelly
•
Latin & South America:
Sandra Barbosa
Further reading and links
Get more details
:
•
Get easy and flexible access to SAP product engineers
•
A competitive advantage through an increased speed of innovation consumption
Individual coaching and advice from a product engineer
More interesting links:
•
http://www.sapsupport.info/support-offerings/
•
http://service.sap,com/enterprisesupport
*
•http://service.sap.com/esacademy*
•
http://service.sap.com/innovation-webinars*
Paul Baird
ANZ AGS Operations
SAP AG M +61414 786 649 T +612 9935 4550 [email protected] Christopher Riley Principal Maintenance Go-to-Market SAP AG M +1 610 745-6123 T +1 610 661-7913 [email protected]
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