SAP Service and Support - Gerhard Oswald

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Auteur(s) : Gerhard Oswald

Editeur : Rheinwerk Verlag Gmbh

Langue : Anglais

Parution : 01/01/2014

Format : Moyen, de 350g à 1kg

Nombre de pages : 299

Expédition : 696

Dimensions : 24.5 x 17.7 x 2.2

ISBN : 1592299601

Résumé :

You get what you pay for-and with SAP service and support, you get a lot. Learn exactly what this means for your business: how it can get you started on the right foot, help you to continuously innovate, and save you money in the long run. With clear explanations of the different SAP service and support offerings-including information about support for mobile solutions, cloud solutions, and SAP HANA-this book will show you how to take full advantage of what SAP has to offer.

1. SAP HANA, Cloud, and Mobile Solutions Take it to the next level. Find out how the service and support offerings for SAP's newest innovations can make your business leaner, faster, and more effective.
2. Innovation and Value Creation More than just customer service. Learn how the innovation control center and SAP's Build SAP Like a Factory concept can help you actively promote innovation and value creation in your organization.
3. Operational Excellence Soar to new heights. With the operations control center and the Run SAP Like a Factory concept, you'll learn what it really means to have improved business processes and a streamlined system landscape.
4. Support Offerings at a Glance Look no further. Get a complete picture of all of SAP's service and support offerings, from SAP Enterprise Support to SAP ActiveEmbedded to SAP MaxAttention...and more.
5. Design Thinking and Quality Management Go from theory to practice. Understand the methods SAP uses for development and improvement of products, and learn how you can apply them to your own projects.

Highlights include:

• SAP software maintenance
• Innovation control center
• Integration Validation
• Build SAP Like a Factory
• Application Lifecycle Management
• Business process analytics
• Operations control center
• Run SAP Like a Factory
• Mission control center
• SAP Landscape Transformation
• SAP ecosystem
• SAP Enterprise Support Academy
• Design thinking
• Quality management

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

Sommaire:

Foreword by Gerhard Oswald, Member of SAP Executive Board ... 11
Foreword by Andreas Oczko, Member of the Executive Board of the German-Speaking SAP User Group ... 13
Foreword by Dr. Uwe Hommel, Head of SAP Active Global Support ... 15
Introduction ... 17
1. SAP Software Maintenance and SAP Support ... 19


1.1 ... Services Past and Present ... 20
1.2 ... Expectations and Planning for the Future ... 24
2. Accelerated Innovation and Continuous Improvement ... 31
2.1 ... Business and IT Transformation Supported by SAP HANA, Cloud, and Mobile Solutions ... 33
2.2 ... Innovation Cost Reduction and Value Chain Improvement ... 93
2.3 ... Innovation and Continuous Improvement of Business Processes ... 127
3. Operational Excellence, Business Process Continuity, and TCO Reduction ... 167
3.1 ... Operations Control Center and Run SAP Like a Factory ... 169
3.2 ... Reducing Technology Layers Using SAP HANA and Cloud ... 185
3.3 ... Optimizing the System Landscape Using SAP Landscape Transformation ... 196
4. Collaboration within the SAP Ecosystem ... 207
4.1 ... SAP Enterprise Support Academy ... 210
4.2 ... Collaboration Model for the Innovation Control Center ... 217
4.3 ... Cooperation Model for the Operations Control Center ... 219
4.4 ... Collaboration Model for the Mission Control Center ... 221
4.5 ... Customer Center of Expertise with Advanced Capabilities ... 227
4.6 ... Collaborating with SAP Service and Support Partners ... 234
5. SAP Support Offerings at a Glance ... 241
5.1 ... SAP Standard Support ... 243
5.2 ... SAP Enterprise Support ... 244
5.3 ... SAP Product Support for Large Enterprises ... 246
5.4 ... SAP ActiveEmbedded ... 248
5.5 ... SAP MaxAttention ... 251
6. Using Design Thinking in a Specific SAP HANA Customer Project ... 255
6.1 ... Solving Complex Problems Using Design Thinking ... 256
6.2 ... Using Design Thinking in SAP Premium Support Engagements ... 258
6.3 ... Customer Example: Design Thinking in an SAP HANA Project ... 259
7. High Product Quality as the Basis for Successful Support ... 263
7.1 ... Product Quality and Support are Closely Linked ... 264
7.2 ... Quality Assurance at SAP ... 265
7.3 ... Quality Assurance Measures in Detail ... 268
7.4 ... Quality Assurance Example Based on SAP HANA and Mobile Applications ... 272
7.5 ... Summary ... 274
Appendices ... 275

A ... Glossary ... 277
B ... Bibliography ... 285
C ... The Editor and Authors ... 287
Index ... 297