Knowledge Transfer and Learning Path

Basic supportability for seamless cooperation with SAP's Support Organization

As a functional collaboration hub, Customer COEs help increase transparency of business processes, minimize downtime to boost system and business process availability, and reduce total cost of ownership. This learning curriculum, that is set-up according to the fours basic Customer COE functions, provides relevant information to tackle these tasks and stay up-to-date regarding current developments.

Information Management

 

Information Management entails the acquisition, collection and management of all company and SAP-related information from several sources and the distribution of said information to the target group. With Information Management, you will benefit from networking and sharing knowledge.

Contract and License Management

 

Contract and License Management is focusing on customer´s internal contract and license management. The Customer COE ensures a smooth collaboration with SAP Global License Auditing Services and governs the license audit process of all SAP systems within the company, including preparation, execution, and reviewing of measurement results.

See also SAP Licensing and Process Guide and License Utilization Information Application.

Innovation and Influence SAP Development

 

Innovation and Influence SAP Development helps customers to take advantage of innovations when business requirements are not covered by the SAP standard. A Customer COE should know about customer´s processes, tools and services to avoid SAP source code modification and is informed about innovations of the SAP standard functional scope.

Support Operations

 

Support Operations covers the overall collaboration with SAP Support in Incident Management, usage of SAP Solution Manager, and SAP Service and Support offerings. Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad.

 

Important Note on Incident Quality: 

The Customer COE Incident Quality Evaluation is one of multiple criteria which we discuss with our Customer COEs within the scope of the Primary Certification.It provides an overall picture of the incident quality, highlighting areas of improvement for the Customer COE's incident management process.

 

Within the overall evaluation, incidents without an assigned Error Category are by default rated as “fulfilled”. The Customer COE Program uses this default positive rating as a buffer to compensate ratings which in a customer´s view are erroneous.SAP Support is continuously working on the informational value of the evaluation, i.e. ensuring that every incident has an assigned error category. This results in a drop of fulfillment rate, which does not reflect a decline in the quality of the forwarded incidents.

In this context, the SAP Customer COE Program has adjusted the number of points granted in relation to the percentage of fulfillment.

 

 

Important Note on Incident Quality: 

The Customer COE Incident Quality Evaluation is one of multiple criteria which we discuss with our Customer COEs within the scope of the Primary Certification.It provides an overall picture of the incident quality, highlighting areas of improvement for the Customer COE's incident management process.

 

Within the overall evaluation, incidents without an assigned Error Category are by default rated as “fulfilled”. The Customer COE Program uses this default positive rating as a buffer to compensate ratings which in a customer´s view are erroneous.SAP Support is continuously working on the informational value of the evaluation, i.e. ensuring that every incident has an assigned error category. This results in a drop of fulfillment rate, which does not reflect a decline in the quality of the forwarded incidents.

In this context, the SAP Customer COE Program will adjust the number of points granted in relation to the percentage of fulfillment.  

 
 

SAP certified partners offer a full portfolio of outsourcing services for the wide range of SAP products. For further information please check out SAP´s Outsourcing Operations Partner Guide.