optimization, data volume management, change
management, or business process management.
In response to these trouble spots, SAP built
Guided Self Services, an integral aspect of SAP
Enterprise Support. This is service expertise
assembled from working with thousands of SAP
systems across the globe. These services, accessible
via SAP Solution Manager, are designed to help
organizations conquer these and other pressing
challenges by offering automated, step-by-step,
structured analysis and remediation approaches
based on SAP’s latest knowledge and experience
for flexible usage, so they can be run whenever
needed, however often needed, and tailored to
the individual situation.
Consider, for example, a large company that
has had numerous employees accessing different
applications and wants to better assess and monitor authorizations. The company’s IT team can
access Guided Self Services through SAP Solution Manager to start an analysis session. SAP
Solution Manager will then pull data about
authorizations from the productive system and
lead the user through different steps to analyze
the data and implement any needed corrections.
Expert Guided Implementations to
We at SAP are hearing from customers that
they’re looking for guidance in areas such as
application lifecycle management, system monitoring, configuring SAP Solution Manager, and
monitoring and improving business processes.
As part of the SAP Enterprise Support Academy, SAP also offers, next to Guided Self Services,
Expert Guided Implementations, a combination of training, expertise on demand, and
hands-on, practical-experience opportunities. For
example, if a company needs assistance with
upgrading and configuring its SAP Solution Manager application to better handle system changes,
the IT team can access a webinar for detailed
guidance and online instruction from topic
experts through an Expert Guided Implementation. During the guided project, which can last up
to five days, the team also works with its own system and can consult with the experts. At the end
of the session, customers receive immediate benefit from a configured, working environment.
We at SAP believe strongly in sharing our
knowledge to further enable our customers’
Customer Example #2: Burton Snowboards, USA
Industry: Consumer Products (Sporting Goods)
As the world’s leading snowboard company, Burton’s success depends on
product innovation across a wide variety of product lines and options with
significant inventory turnover year over year. Understanding the importance of inventory management, the company invested in a strong IT
landscape based on SAP software. Burton’s leadership also made a commitment to build a strong foundation using standard SAP functionality
and keeping the system simple, standard, and supportable.
Burton used many SAP Enterprise Support Continuous Quality Checks to
improve performance, reduce TCO, and ensure business continuity
throughout its upgrade project. A Continuous Quality Check for Business
Process Analysis and Monitoring provided a prototype for business process
monitoring that increases visibility into potential improvement areas.
Another Continuous Quality Check for Business Process Performance Optimization resulted in improving transaction times; for example, the time
needed for an inventory availability check improved by 40%, and the time
needed for an ATP check decreased from 2 hours to 20 minutes.
Burton also used a tool within SAP Solution Manager — the custom
code cockpit — that analyzed the custom code footprint and found that
roughly 47% of Burton’s total custom objects were not being used. Eliminating unused custom objects will ease upgrades, reduce testing time, and
decrease general maintenance in the long term.*
* To learn more about how Burton Snowboards used SAP Enterprise Support, please see
“How Burton Snowboards Remains as Nimble as Its Riders” by Lauren Bonneau in the
April-June 2011 issue of insiderPROFILES ( insiderPROFILES.wispubs.com).
Customer Example #3: Integramédica S.A., Chile
Industry: Healthcare (Outpatient Medical Services)
With more than 1 million customers throughout the Chilean territories,
Integramédica S.A. needed a highly reliable and effective system to support its core business processes of scheduling healthcare specialists’ work
shifts and charging for the specialists’ services.
Only a few months after Integramédica signed up for SAP Enterprise
Support, SAP solved a high-priority issue involving doctor availability and scheduling, a problem that would have cost the company US$300,000 a month.
To enable continuous optimization of its business processes, Integramédica also upgraded its SAP Solution Manager application. The
project took only three weeks, but the system optimization benefits that
the implementation enabled are much more long-term. For example, the
performance time of a key closing process was reduced from 40 seconds
to 4 seconds. The company plans to use many other SAP Enterprise Support services to optimize and improve its system landscape.
“SAP Enterprise Support has meant a dramatic reduction in terms of
transaction time, resulting in consistent, reliable operations. Our system’s
weighted-average response time has been reduced by 60% since we engaged
SAP Enterprise Support,” said Leonidas Rosas, CIO of Integramédica S.A.
Jul n Aug n Sep 2011 | sapinsider.wispubs.com | © 2011 Wellesley Information Services.
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