Shedding Light on
SAP Enterprise Support
Uncover New Ways It Can Benefit Your Organization
by Thomas DiAntonio, SAP
“Can you help me understand what my company
can get out of SAP Enterprise Support?” While
working in the support area during my tenure at
SAP, I consistently hear this valid question from
customers. There’s no universal answer to this
query, nor a one-size-fits-all approach to services
and support. But I can shed light on some of the
opportunities available to customers via SAP
Enterprise Support. This article will give readers a
basic understanding of the value it offers and help
alleviate confusion. I’ll also share success stories
about how companies across different countries,
industries, and sizes have benefited from SAP
Remember, SAP Enterprise Support is:
n Not just for SAP solutions; it is end-to-end
support that spans both your SAP and
n Not just for one phase of an application’s life
cycle; it assists you throughout the entire
application lifecycle management process
n Not just downtime-focused; it enables business process improvement and innovation
n Not just a passive support offering; it builds
Navigating Your Landscape with
your internal capabilities to better support
to learn more.
SAP Enterprise Support
An Accenture report revealed that many ERP
customers use only two-thirds of available functionality.; A similar survey by Enterprise Management
Associates found that only 45% of IT professionals
use standard best practices to support their IT landscape.; And, I would guess, if I were to put several
hundred SAP customers in a room and ask for a
show of hands as to how many are actually using
SAP Enterprise Support to provide real value to the
business, a majority of hands would remain down.
Many customers aren’t fully aware of the benefits
of SAP Enterprise Support — or that they even
have access to this level of support.
To make it easier for customers to extract opti-
mal value from their technology investments,
SAP Enterprise Support uses a straightforward
approach to engage with organizations in a prac-
tical and efficient way. Our main objectives are to
enable you to implement, operate, and innovate
your SAP landscape better through continuous
execution of the following steps:
Understand your organization’s current chal-
lenges and pain points
Jointly define an action plan for solving these
Track and measure the benefits
You can use this approach regardless of where
you are in your current application life cycle —
1 Accenture, “Mobilize more value from your enterprise
resource planning (ERP) systems” (January 25, 2010).
2 Enterprise Management Associates ( http://bit.ly/mKs5w Y).
Thomas DiAntonio (thomas.
firstname.lastname@example.org) joined SAP
in 2001 and is a Vice President
within SAP’s Maintenance Go-
To-Market organization. He has
more than 15 years of experience
in the maintenance and support
business and has held a variety
of positions within SAP Active
Global Support (AGS).
Jul n Aug n Sep 2011 | sapinsider.wispubs.com | © 2011 Wellesley Information Services.
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