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Note: Find documents in German here
| Title | Description | Download |
|---|---|---|
| Overview of the Customer COE Program | Learn about the Customer COE Program, the Big Picture and the Management Framework, including the respective dimensions. | |
| Customer COE Strategy, Governance and Organization | To support SAP customers to bridge the gap between business management and their IT department, SAP provides services designed to help companies build a Customer COE. | |
| Customer COE Architecture and Innovation | Various programs, tools, and services are available to support customers at every stage within their journey to an Intelligent Enterprise. This document gives you an overview of the most important tools and services to build-up your innovation roadmap. | |
| Customer COE Processes and Tools | Supportability is the capability of supporting a software system over its whole product lifecycle. This implies satisfying any necessary needs or requirements, but also the provision of equipment, support infrastructure, additional software, facilities, manpower, or any other resource required to maintain the software operational and capable of satisfying its function, the function it has been bought, implemented or developed for. | |
| Customer COE Contract and License Management | When purchasing software, the proper handling of license and contract management is essential. But especially in the business area, this is particularly complex, so it can quickly lead to loss of overview of the number of services, users and contracts. | |
| Customer COE People and Skills | This Customer Center of Expertise Document gives impulses to SAP Expert Teams on Customer side about what is relevant in terms of Data & Information handling and what applications, portals, and services might help whilst extracting and processing data & information. | |
| Customer COE - Functional Model and Business Process Owner/Expert Role | Bringing the organization and IT closer together - that is "Business-IT Integration". It is forward-looking for joint success, because the potential for change lies in the organization. | |
| The Hybrid Setup of a Customer COE | The Customer Center of Expertise in the Hybrid World | |
| CIO and Customer COE Guides | Comprehensive overview of CIO and Customer COE Guides including Governance and Organizations, Guides for Hybrid Landscapes and Architecture and Technology Whitepapers | Overview |
| Continuous Improvement and Innovation with a Customer COE | White paper to establish a future proofed organization for excellent end-to-end solution orchestration and operational scenarios. |
| Title | Description | Language | Download |
|---|---|---|---|
| Overview of the Customer COE Program | Learn about the Customer COE Program, the Big Picture and the Management Framework, including the respective dimensions. | EN | |
| Case Quality Dashboard Evaluation | The Customer COE Case Quality Evaluation is one criteria which SAP reviews within the scope of the Customer COE Certification. This dashboard provides an at-a-glance overview of key figures for confirmed cases. The application was enhanced and now contains a peer benchmarking. | EN | |
| Case Quality Peer Benchmark | The Customer COE Case Quality Dashboard gives an at a glance overview of quality related key figures for confirmed cases. The redesigned application offers Peer Benchmark information on SAP Case Processing efficiency and quality. | EN | |
| Customer COE Questionnaire Guideline | The Customer COE questionnaire applied to all SAP Support and Maintenance Contracts. The guideline supplements the online questionnaire with further information on the questions, requirements, and the evaluation of the team accreditation criteria. | EN |
| Title | Description | Download |
|---|---|---|
| Advanced Customer COE Audit Preparation Guide | Learn about Advanced Customer COE Certification Audit Deliverables, Tool Requirements and Best Practices | |
| Advanced Customer COE Checklist | Checklist with documents to be delivered for the Advanced Customer COE Certification Review | |
| Factsheet - SAP Advanced Customer COE Certification and Re-Certification | Operation, duration and effort of initial Advanced Customer Customer COE Certification and Re-Certification |
Please consider, that the Services related to the Advanced Customer Center of Expertise Program and Certification are part of the New SAP MaxAttention Offerings. SAP MaxAttention helps you turn your digital concepts into value-based predictable outcomes with precise and dedicated business and technical guidance on SAP solutions – from innovation to run. Please find detailed information in the New SAP MaxAttention Brochure.
| Title | Description | Download |
|---|---|---|
| Customer Center of Expertise - Service Family Overview | Overview of Customer Center of Expertise Services, which are available within the Premium Engagement service offering and included in the MaxAttention and ActiveAttention Portfolio. | |
| Customer COE Assessment Service for the Certification (EN) | Service: Program and Support for the Customer COE certification - Language English | |
| One Pager - Operations Planning Workshop (OPW) | Plan the Optimization of your Customer COE, including efficient E2E Solution operation processes in your IT landscape and support organization. | |
| One Pager - Extended Operations Planning Workshop (Extended OPW) | Plan the Optimization of your Customer COE, including operation processes of your IT landscape, support organization and considering the Customer COE Strategy, Governance and Organization. | |
| Factsheet - Operations Planning Workshop (OPW) | Operations Planning Workshop (OPW) - Information Sheet for Service Delivery | |
| Factsheet - Extended Operations Planning Workshop (Extended OPW) | Extended Operations Planning Workshop (Extended OPW) - Information Sheet for Service Delivery | |
| Factsheet - Advanced Customer COE Training | The Advanced Customer COE Training enables a Customer COE to work more efficient in terms of the Advanced Customer Center of Expertise (Advanced Customer COE) roadmap approach for a closer collaboration and proactive dialogue between IT and Lines of Business, supporting innovation adoption and continuous improvement. | |
| Factsheet - Customer COE Empowerment | The Customer COE Empowerment Service is applicable when you need high-level guidance or advisory to establish or improve the Customer COE Foundation | |
| SAP BTP Governance Service (One-Pager) | The SAP BTP Governance Service is a workshop-based offering intended to define direction and organizational elements for the customer's SAP BTP operating model. Based on an initial scoping, SAP consultants will identify needed topics and design a target operating model to establish / improve the SAP BTP Setup based on SAP best practices. | |
| The New SAP MaxAttention | The New SAP MaxAttention service can help you take full advantage of the opportunities of the intelligent enterprise. Pioneer your vision with premium access on-site at your business to trusted SAP experts, tools, and methodologies that make your desired business change successful with SAP solutions. | |
| Exploiting the New SAP MaxAttention to Maximize Customer Success |
| Customer | Description | Download |
|---|---|---|
| Hannover Re | Decision tree with a SWOT analysis (Industry: Insurance) | |
| SWE | Customer COE and the move to SAP S/4HANA. A Great Opportunity (Industry: Utilities) | |
| BS|Energy | Move to the Cloud - The next step for the Customer COE at BS|Energy (Industry: Utilities) | |
| UKSH (UKSH ITSG) - University Hospital Kiel and Luebeck | UKSH Customer COE moves to SAP S/4HANA and SAP BW/4HANA with their "Move to HANA" program (Industry: Healthcare) | |
| GoSys | Our Customer COE is the first point of contact in the company for all topics around SAP. It is the interface (Single Source of Truth) to our customers and to SAP. We accept the challenges of dealing with new technologies and future-oriented trends on the market and prepare them for our management and our customers. Our strategy "Cloud First" in IT - Digital at the core of the Group (Industry: Insurance) | |
| RWE AG | The Customer COE program by SAP helps to establish a structure for the SAP environment in your own organization without changing the corporate structure With this proven ITIL compliant best practice approach from SAP, all facets required for the development of an own Customer COE, including the strategic orientation, the required governance, processes, the IT architecture and also resources and skills, can be uniquely derived for companies (Industry: Utilities) | |
| Braunschweig IT | Digital Transformation? Now! Understand the transformation of SAP systems to SAP S/4HANA as an essential part of the digitalization of the company supported by a Customer COE | |
| Berliner Wasserbetriebe | SAP Customer COE and the Digital Transformation. With SAP S/4HANA the Customer Berliner Wasserbetriebe is taking the next steps into the future | |
| BS Energy | The path to the Next Generation IT, including for the Customer COE the conversion to ITIL processes and the use of agile working methods | |
| Regio IT | The SAP HANA infrastructure is designed to ensure the usability of current and future requirements in the operation environment of SAP systems | |
| Hannover Re | Next-Generation IT - Start now! Organizational Preparations of the Customer COE in the course of the Digital Transformation. | |
| Rheinbahn AG | Development of an IT service catalogue and the link to defined KPIs for more transparency and increased efficiency. | |
| Arvato GmbH | The SAP S/4HANA Roadmap using SAP Solution Manager, S/4HANA Readiness Check, Custom Code and Process Management | |
| Bsys GmbH | Information Management plays a central role in the work of a Customer COE. The Best Practice shows the advantages offered by a central information platform. | |
| Bischof + Klein SE & Co. KG | 10 years of SAP Customer COE basic certification. The SAP Customer COE is a success story at Bischof + Klein. | |
| Hannover Re | SAP Customer COE Best Practice on Contract and License Management | |
| Münchener Verein Versicherungsgruppe | Usage and Best Practice of the SAP Solution Manager in the Center of Expertise at the Münchener Verein Versicherungsgruppe. | |
| UKSH (UKSH ITSG) - University Hospital Kiel and Luebeck | 10 years of SAP Customer COE basic certification. The SAP Customer COE is a success story at the UKSH (UKSH ITSG). |
The KPI catalog for SAP Solution Manager is a cloud service offered by SAP. It contains the definitions, technical documentation and comprehensive descriptions of KPIs (key performance indicators), and associated metrics that are available to you in SAP applications. This consists of both technical information such as how a KPI is measured, and information on the significance of the KPI for your enterprise. The KPI catalog is thereby the central point of storage and reference for all of your business-relevant key figures.
The catalog already contains more than 1,200 KPIs from different areas, for example:
| Title | Description | Download |
|---|---|---|
| SAP Support Standards for Job Management | Best Practice for Job Management | |
| SAP Support Standards for Security |
Best Practices for Security | |
| SAP Support Standards for System Management |
Best Practices for System Management | |
| SAP Support Standards for Process Management |
Best Practices for Process Management | |
| SAP Support Standards for Data Consistency Management |
Best Practices for Data Consistency Management | |
| SAP Support Standards for Change Control Management |
Best Practices for Change Control Management | |
| SAP Support Standards for Test Management |
Best Practices for Test Management | |
| SAP Support Standards for IT Services Management |
Best Practices for IT Services Management | |
| SAP Support Standards for Business Process Monitoring |
Best Practices for Business Process Monitoring | |
| SAP Support Standards for Customer Code Management |
Best Practices for Customer Code Management | |
| SAP Support Standards for Root Cause Analysis |
Best Practices for Root Cause Analysis |