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Foreword by Gerhard Oswald, Member of SAP Executive Board
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Foreword by Andreas Oczko, Member of the Executive Board of the German-Speaking SAP User Group
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Foreword by Dr. Uwe Hommel, Head of SAP Active Global Support
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1 SAP Software Maintenance and SAP Support
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1.1 Services Past and Present
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1.2 Expectations and Planning for the Future
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1.2.1 SAP Software On-Premise and SAP Software-as-a-Service
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1.2.2 The Chief Information Officer as Chief Process Innovation Officer
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2 Accelerated Innovation and Continuous Improvement
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2.1 Business and IT Transformation Supported by SAP HANA, Cloud, and Mobile Solutions
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2.1.1 Real-Time Enterprise with SAP HANA
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2.1.2 Introduction and Operation of Mobile Business Applications
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2.1.5 SAP HANA Enterprise Cloud
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2.2 Innovation Cost Reduction and Value Chain Improvement
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2.2.1 Innovation Control Center
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2.2.2 Integration Validation
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2.2.3 Build SAP Like a Factory: Two Value-Added Releases per Year
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2.3 Innovation and Continuous Improvement of Business Processes
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2.3.1 Application Lifecycle Management
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2.3.2 Improving Business Processes with Business Process Analytics
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2.3.3 Regression Test Optimization
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2.3.4 Performing Software Updates and Upgrades with Minimal Downtime
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2.3.5 SAP Solution Manager on SAP HANA as an Innovation Platform
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3 Operational Excellence, Business Process Continuity, and TCO Reduction
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3.1 Operations Control Center and Run SAP Like a Factory
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3.1.1 Deliverables and Benefits of the Operations Control Center
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3.1.2 Operational Platform and Cost Reduction
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3.2 Reducing Technology Layers Using SAP HANA and Cloud
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3.2.1 Simplification of the Productive System Landscapes
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3.2.2 Simplification of the IT Infrastructure
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3.2.3 Simplified Data Retention and Transformation Using SAP HANA
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3.3 Optimizing the System Landscape Using SAP Landscape Transformation
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3.3.1 Service Concepts for Transformation Requirements with a Focus on SAP HANA
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3.3.2 Recognizing and Exploiting the Advantages of the SAP Transformation Approach
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3.3.3 Overview of Transformation Solutions
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3.3.4 SLO Consulting and Other Services
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3.3.5 Services for SAP LT by SAP Partners
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4 Collaboration within the SAP Ecosystem
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4.1 SAP Enterprise Support Academy
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4.1.1 Knowledge Transfer Methods at a Glance
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4.1.2 Example: Development of SAP Enterprise Support Academy with SAP HANA
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4.2 Collaboration Model for the Innovation Control Center
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4.3 Cooperation Model for the Operations Control Center
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4.4 Collaboration Model for the Mission Control Center
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4.4.1 Mode of Operation of the Mission Control Center
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4.5 Customer Center of Expertise with Advanced Capabilities
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4.5.1 End-to-End Solution Orchestration: The Ideal Scenario
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4.5.2 The Role of Quality Managers
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4.5.3 Roadmap to a Customer COE with Advanced Capabilities
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4.6 Collaborating with SAP Service and Support Partners
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4.6.1 Run SAP Partner Academy
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4.6.2 SAP Solution Manager for Run SAP Partners
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4.6.3 Go to Market/Business Development
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4.6.4 Strategic SAP AGS Topics
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5 SAP Support Offerings at a Glance
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5.1 SAP Standard Support
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5.2 SAP Enterprise Support
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5.3 SAP Product Support for Large Enterprises
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5.4 SAP ActiveEmbedded
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6 Using Design Thinking in a Specific SAP HANA Customer Project
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6.1 Solving Complex Problems Using Design Thinking
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6.2 Using Design Thinking in SAP Premium Support Engagements
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6.3 Customer Example: Design Thinking in an SAP HANA Project
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7 High Product Quality as the Basis for Successful Support
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7.1 Product Quality and Support are Closely Linked
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7.2 Quality Assurance at SAP
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7.3 Quality Assurance Measures in Detail
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7.3.1 Customer Validation
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7.3.2 Functional and Technical Validation
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7.3.4 Platform Validation
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7.4 Quality Assurance Example Based on SAP HANA and Mobile Applications
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C The Editor and Authors
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C.2 Our Customer Authors
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