SAP Service and Support

1 Lasting, Intensive Customer Engagement ... 17
... 1.1 Phases and Focal Points of the Customer Engagement Lifecycle ... 17
... 1.2 Value of Maintenance ... 21

2 SAP Product and Solution Support ... 25
... 2.1 High-Quality Solution Optimization with SAP MaxAttention ... 27
... 2.2 SAP Safeguarding ... 40
... 2.3 SAP Solution Management Optimization ... 60
... 2.4 Successful Support Organizations ... 81
... 2.5 Support for High-Availability Solutions ... 100
... 2.6 SAP Solution Manager ... 105
... 2.7 SAP Community-Cross-Company Collaboration and Knowledge Exchange ... 120
... 2.8 Maintenance ... 139

3 Reducing Total Cost of Ownership ... 151
... 3.1 Cost Structure and Balanced Scorecard ... 152
... 3.2 How SAP Helps You Cut Your Costs and Speed Up ROI ... 155

4 The Changing Face of SAP Solutions ... 159
... 4.1 RoboPros-Background and Action Plan ... 159
... 4.2 Performance Optimization and Consolidation of the Logistics Systems ... 167
... 4.3 Implementation of a Global Operator Organization ... 180
... 4.4 Implementing Service Management and Spares Provisioning ... 188
... 4.5 Optimizing the System Landscape ... 206
... 4.6 Optimizing the Support Organization ... 215

5 The Basic Structure of SAP's Future Service and Support Offering ... 223
... 5.1 SAP IT Service & Application Management ... 223
... 5.2 SAP Application Management ... 225
... 5.3 IT Service Management ... 237
... 5.4 Integration of SAP Application Management and IT Service Management ... 242

A Solution Map for the SAP Customer Services Network ... 249

B Quick Links for SAP Service Marketplace and the Portals ... 265

C Glossary ... 269

D The Publisher ... 275

E Acknowledgements ... 277