SAP Service and Support

Preface ... 9
Introduction ... 11

1. SAP Services for Continuous Customer Satisfaction ... 15

2. SAP Solution Management ... 19
... 2.1 Who is Involved in SAP Solution Management? ... 20
... 2.2 Core Principles of SAP Solution Management ... 21
... 2.3 Areas of SAP Solution Management ... 23
... 2.4 Implementing SAP Solution Management ... 24

3. Reducing Total Cost of Ownership ... 27
... 3.1 Cost Structure and Balanced Scorecard ... 28
... 3.2 How SAP Helps You Cut Your Costs and Speed Up ROI ... 31

4 SAP Community - Collaboration and Knowledge Exchange ... 35
... 4.1 SAP Solution Manager ... 38
... 4.2 SAP Service Marketplace ... 51
... 4.3 How SAP Solution Manager and the SAP Service Mar ketplace Interact ... 59

5. SAP's Maintenance Offerings ... 63
... 5.1 SAP Standard Support ... 64
... 5.2 Premium Maintenance Packages ... 68
... 5.3 Extended Standard Maintenance ... 71

6. Customer-Oriented Services ... 73
... 6.1 Safeguarding ... 74
... 6.2 Solution Management Optimization ... 91
... 6.3 Empowering ... 105

7. The Changing Face of SAP Solutions ... 113
... 7.1 RoboPros - Background and Action Plan ... 113
... 7.2 Performance Optimization and Consolidation of the Logistics Systems in South America ... 121
... 7.3 Implementation of a Global Support Infrastructure ... 134
... 7.4 Implementing Service Management and Spare Parts Provisioning with SAP R/3 and SAP CRM ... 142
... 7.5 Optimizing the System Landscape ... 160
... 7.6 Optimizing Support Organization ... 170

Appendix
... A. Solution Map in the SAP Customer Services Network ... 177
... B. Quick Links for the SAP Service Marketplace ... 191
... C. Glossary ... 195
... D. The Issuer ... 201
... E. Acknowledgements ... 203

Index ... 205