whether you’re launching a new application or
upgrading your system — and regardless of your
business goals. The main takeaway is that you don’t
have to do it alone. Customers don’t have to guess
to figure out which portions of SAP Enterprise
Support to leverage and when; SAP Enterprise
Support now offers a roadmap-like approach that
defines what to do and when to do it.
Key Features of SAP Enterprise Support
SAP Enterprise Support raises the bar regarding
the value a customer can realize from a maintenance and support program. Customers of all
sizes across various industries use it in many ways
to overcome challenges in their enterprise software environments, such as how to run systems
faster, reduce TCO, efficiently upgrade and modify systems while controlling costs, and improve
business performance. (See the “Customer Example #;” and “Customer Example #;” sidebars to
learn how two companies benefited from engaging with SAP Enterprise Support.)
SAP Enterprise Support enables our customers
to implement better, operate better, and innovate
better — regardless of the size and focus of your
Customer Example #1: Bel Group, France
Industry: Consumer Products (Brand-Name Cheeses)
Bel Group, a popular global cheese manufacturer, wanted to standardize
operations and increase efficiency to support its ambitious growth plans.
The company ran into challenges as it rolled out SAP ERP to its 21 global
locations, so it enlisted help from SAP Enterprise Support.
Bel Group used SAP Solution Manager to identify bottlenecks, uncover
issues, and benchmark key metrics, such as CPU usage and data growth.
The company also used the SAP Business Process Performance Optimization service for select business processes. For example, the SAP Enterprise
Support team analyzed the company’s invoicing process and recommended process changes that resulted in an 80% performance improvement.
This service also improved the performance of data extraction and upload
processes by 75% and billing processes by 30%.
The SAP team also analyzed Bel Group’s custom code footprint and
reduced custom code from 25% to 10%, which lowered CPU utilization for
top custom reports from 50% to 20%. They were also able to reduce data
volume by 24%.
“Our SAP Enterprise Support plan is being executed flawlessly. We’ve
been able to achieve significant process and performance improvements
that have helped us realize the benefits of SAP ERP faster,” said Yves
Gauguier, CIO of Bel Group.
business. With SAP Enterprise Support, we take
what we learn from our customers every day and
make these insights available in an automated
way. You can always count on SAP Enterprise
Support to help overcome the challenges you
face as your company grows.
SAP Solution Manager: The Core of
SAP Enterprise Support
As part of our support commitment, SAP offers
SAP Solution Manager, our application lifecycle
management platform. This solution serves as
the single source of truth for your core business
processes and solution landscape, offering transparency and visibility into your systems. SAP
Solution Manager supports a business process
end to end, whether the process flows across an
on-premise solution, an on-demand platform, or
an on-device platform. By providing a centralized,
integrated delivery platform for managing, implementing, and operating an SAP-centric solution
landscape, SAP Solution Manager allows you to
implement solutions, optimize business processes, and operate your systems at the lowest
possible cost. (See the “Customer Example #3”
sidebar for details about how a company optimized its business processes using SAP Solution
Manager and SAP Enterprise Support.)
How you get started with SAP Solution
Manager depends on where you are in your application life cycle, but it is a straightforward process
for both new and existing customers. Customers
who are new to SAP typically use SAP Solution
Manager to document their business processes
and configure their landscape as they begin their
implementation projects. For existing customers,
we recommend that they begin in peripheral
areas and start with technical monitors to evaluate how their systems are running. As they become
more familiar with the platform, these customers
can then branch out and start documenting business processes in SAP Solution Manager and
leveraging the additional opportunities provided
through a variety of product, solution, and operation standards to successfully raise the efficiency
of their end-to-end operations.
Guided Self Services, Step-by-Step Analysis
We at SAP consistently see companies of all
sizes and levels of technology sophistication
being challenged in key areas, such as security
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