1 ... Introduction ... 13
... 1.1 ... Goals of this Book ... 13
... 1.2 ... Target Group ... 13
... 1.3 ... Structure of the Book ... 14
... 1.4 ... Terminology Used ... 15
... 1.5 ... Acknowledgements ... 16
2 ... An Overview of SAP CCC ... 17
... 2.1 ... Driving Forces ... 17
... 2.2 ... Tasks ... 18
... 2.3 ... Fields of Activity ... 19
... 2.4 ... Success Factors ... 21
... 2.5 ... Real-Life Priorities ... 21
3 ... Developing SAP CCC Strategies ... 23
... 3.1 ... Motivation ... 23
... 3.2 ... Mission Statement and Vision ... 24
... 3.3 ... Derivation from Business and IT Strategy ... 26
... 3.4 ... Strategy Components ... 28
... 3.5 ... Management System ... 32
... 3.6 ... Roadmap ... 34
... 3.7 ... Benefit Contribution ... 34
... 3.8 ... Summary ... 35
4 ... Governance for SAP CCC ... 37
... 4.1 ... Goals and Tasks ... 37
... 4.2 ... Functions of SAP CCC ... 38
... 4.3 ... Role Model ... 39
... 4.4 ... Assigning Responsibilities ... 44
... 4.5 ... Alternative Organizational Structures ... 47
... 4.6 ... Make-or-Buy Decisions ... 50
... 4.7 ... Risk Management ... 51
... 4.8 ... Standard Documents ... 54
... 4.9 ... Summary ... 58
5 ... Processes of SAP CCC ... 59
... 5.1 ... Process Model ... 59
... 5.2 ... Process Standards for SAP Application Operation ... 67
... 5.3 ... Service Level Management ... 69
... 5.4 ... Service Desk and Incident Management ... 72
... 5.5 ... Information Management ... 79
... 5.6 ... Contract Management ... 83
... 5.7 ... Coordination of Development Requests and Change Management ... 84
... 5.8 ... Procedure for Developing the Process Model ... 88
... 5.9 ... Summary ... 92
6 ... Architecture Management and SAP Solution Manager ... 93
... 6.1 ... Architecture Management ... 93
... 6.2 ... Architecture Standards ... 96
... 6.3 ... SAP Solution Manager ... 98
... 6.4 ... Implementation of SAP Solution Manager ... 104
... 6.5 ... Value Assessment for SAP Solution Manager ... 104
... 6.6 ... Summary ... 106
7 ... Competences and Qualification for the CCC Organization ... 107
... 7.1 ... Key Qualifications ... 107
... 7.2 ... Qualification ... 110
... 7.3 ... SAP Learning Solution ... 113
... 7.4 ... Summary ... 116
8 ... Procedure for Establishing SAP CCC ... 117
... 8.1 ... CCC Maturity Degree ... 117
... 8.2 ... Developing the Roadmap ... 120
... 8.3 ... Organizational Change Management ... 122
... 8.4 ... Summary ... 124
9 ... SAP Services for the CCC Organization ... 125
... 9.1 ... CCC Community ... 125
... 9.2 ... SAP CCC Service Portfolio ... 126
... 9.3 ... CCC Certification Program ... 130
... 9.4 ... Summary ... 132
10 ... Outlook ... 133
A ... Roles ... 139
... A.1 ... Business Area: User ... 139
... A.2 ... Business Area: Key User ... 139
... A.3 ... Business Area: Business Process Champion (Business Domain Owner, Business Process Expert ... 140
... A.4 ... IT: Service Desk Agent ... 141
... A.5 ... IT: Application Management Expert ... 143
... A.6 ... IT: Business Process Expert ... 144
... A.7 ... IT: Interface/Integration Expert ... 145
... A.8 ... IT: Technology Expert ... 146
... A.9 ... IT: Technical Administrator ... 146
... A.10 ... IT: Development Expert ... 148
... A.11 ... Enterprise SOA: Enterprise Service Developer ... 150
... A.12 ... Enterprise SOA: Enterprise Service Tester ... 151
... A.13 ... Enterprise SOA: IT Infrastructure Architect (Technical Architect) ... 152
... A.14 ... Enterprise SOA: Enterprise Service Portfolio Manager ... 153
... A.15 ... Enterprise SOA: Enterprise Service Owner ... 154
... A.16 ... Enterprise SOA: Enterprise Service Architect ... 155
B ... Management of Global SAP Templates ... 157
... B.1 ... Concepts and Scenarios ... 157
... B.2 ... Request Process ... 160
C ... Literature ... 163
D ... The Authors ... 165
