... Preface ... 15
1 ... Introduction ... 17
... 1.1 ... What SAP Enterprise Support Can Do for You ... 18
... 1.2 ... SAP Standards for Solution Operations ... 20
... 1.3 ... Creating the Foundation for a Single Source of Truth ... 23
... 1.4 ... About This Book ... 30
2 ... Establishing SAP Solution Manager as a Consolidated Data Source in Your Enterprise ... 35
... 2.1 ... Basic Concepts ... 35
... 2.2 ... Implementing SAP Solution Manager as a Standardized Platform for Application Lifecycle Management ... 45
... 2.3 ... Business Configuration ... 49
... 2.4 ... Business Continuity ... 63
3 ... Introducing the Measurement Platform ... 89
... 3.1 ... SAP Solution Manager as SAP's Measurement Platform ... 90
... 3.2 ... Architecture and Definition of the Measurement Platform ... 91
... 3.3 ... Continuous Assessment and Improvement ... 94
... 3.4 ... Outlook on Upcoming Enhancements to the Measurement Platform ... 96
4 ... Customer Center of Expertise ... 99
... 4.1 ... Challenges for the CIO ... 101
... 4.2 ... Organizational Model for Company Solution Operations ... 106
... 4.3 ... From Customer Competence Center to Customer Center of Expertise ... 110
5 ... Preserving Business Continuity ... 131
... 5.1 ... Highest Availability of Mission-Critical Business Processes ... 132
... 5.2 ... The Necessity of Business Continuity ... 134
... 5.3 ... Managing Business Continuity from the QM's Perspective ... 136
... 5.4 ... Quality Management for Business Continuity: How You Can Measure Your Success ... 148
... 5.5 ... Services Available from SAP Active Global Support, Training, and Certification ... 150
... 5.6 ... Case Study: Ensuring Stable Operations ... 150
6 ... Accelerated Innovation ... 163
... 6.1 ... Integration Testing ... 163
... 6.2 ... Technical Integration Validation ... 173
... 6.3 ... Services Available from SAP Active Global Support ... 182
... 6.4 ... Case Study ... 183
7 ... Improving Business Processes ... 197
... 7.1 ... Roles and Objectives of the QM ... 198
... 7.2 ... Methodology and Tools ... 199
... 7.3 ... Prerequisites for Business Process Improvements ... 207
... 7.4 ... Business Process Monitoring ... 208
... 7.5 ... Related Services Available from SAP Active Global Support ... 209
... 7.6 ... Success Factors ... 210
... 7.7 ... Skills and Training ... 212
... 7.8 ... Case Study: Improving the Order-to-Cash Business Process ... 213
8 ... Protection of the IT Investment ... 219
... 8.1 ... Extended Maintenance in the Context of SAP Enterprise Support ... 221
... 8.2 ... Quality Management ... 225
... 8.3 ... Harmonized IT Landscape ... 229
... 8.4 ... Methodology and Tools ... 238
... 8.5 ... Related Services Available from SAP Active Global Support ... 247
... 8.6 ... Success Factors and Related Standards ... 253
... 8.7 ... Skills and Training ... 254
... 8.8 ... Case Study: Planning Requests for Innovation ... 254
9 ... Innovating Without Risking Disruptions ... 257
... 9.1 ... Service-Oriented Architecture: The Evolutionary Approach ... 258
... 9.2 ... The Maintenance Strategy: Stable Core and Access to Innovations ... 259
... 9.3 ... SAP Enhancement Packages ... 260
... 9.4 ... Tools for Deploying SAP Enhancement Packages ... 265
... 9.5 ... Switch Framework and Activation ... 268
... 9.6 ... Case Study: Experiences of SAP's IT Department ... 269
10 ... SAP MaxAttention and SAP Safeguarding ... 271
... 10.1 ... The Holistic Approach of SAP MaxAttention ... 273
... 10.2 ... The Engagement and Governance Model ... 276
... 10.3 ... A Standardized Approach ... 277
... 10.4 ... Safeguarding for Implementations, Upgrades, Migrations, and Operations ... 282
... 10.5 ... Continuous Improvement Through SAP MaxAttention ... 283
... 10.6 ... Optimizing Architecture and System Landscape ... 284
... 10.7 ... High Security Standards ... 287
... 10.8 ... Sustainability Aspect ... 287
11 ... Mission-Critical Support for Partner Applications and Technologies ... 289
... 11.1 ... Support Processes with Partners ... 291
... 11.2 ... Support for Partner Solutions by Software Partners ... 296
... 11.3 ... The Value of Partner Integration for SAP Customers ... 299
... 11.4 ... Integrating Value Added Resellers into the SAP Ecosystem ... 301
12 ... Run SAP Programs for SAP Partners ... 311
... 12.1 ... The Run SAP Methodology ... 311
... 12.2 ... The Run SAP Implementation Partner Program for SAP Service Partners ... 315
... 12.3 ... The SAP Support Partner Program ... 318
... 12.4 ... The SAP Training and Certification Program for Running End-to-End Solutions ... 320
13 ... Overview of Training and Certification Offerings ... 323
... 13.1 ... Training Classes ... 324
... 13.2 ... Certification ... 326
A ... Additional Information and Offerings ... 329
... A.1 ... Expert Guided Implementation ... 329
... A.2 ... Continuous Quality Checks ... 335
... A.3 ... Services from SAP Active Global Support ... 340
... A.4 ... SAP Product Standards ... 348
B ... Bibliography ... 359
C ... Editors ... 361
D ... Authors and Editorial Office ... 363
... D.1 ... Editorial Office ... 363
... D.2 ... Authors ... 363
... Index ... 367
