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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. | |
| SAP Service & Support e-book | Get a comprehensive understanding of SAP´s Service & Support offerings. Every company's goals and challenges are unique, thus SAP offers a choice of engagement types to suit individual transformation journeys, goals, and requirements. You will find in the document an overview, a deep dive into specific customer scenarios and guidance on choosing the right offerings to meet your needs. | e-book |
| Case Management e-book | Be informed about SAP's case management tools, channels and processes. The e-book guides you step by step through the case process, explains the essentials, provides tips and links to further information. | e-book |
| 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 |
|---|---|---|---|
| Customer COE Team Accreditation Guide | The guide describes which topics are important and what should be implemented as foundation. You can use the information both as a guideline when setting a Customer COE and as preparation for your Customer COE team accreditation. The guide complements the online questionnaire. | EN | |
| Customer COE Team Accreditation: Added value, Preparation & Audit Process | How to support the team accreditation (former certification) when customers want to establish or expand the collaboration model anchored in the Customer COE concept within the company? What is the process and how is it prepared? | EN | |
| Special offers for accredited Customer COEs | Overview of special offers for accredited Customer COEs who successfully passed the Customer COE accreditation audit. | EN | |
| Case Management e-book | The Customer COE Case Management e-book guides you step by step through the case process, explains the essentials, provides tips and links to further information. | EN | e-book |
| Case Quality Evaluation | The Customer COE Case Quality Evaluation assesses customer cases forwarded to SAP whether they fulfill defined quality or not. The results of the evaluation are displayed in the Case Quality Report, a customer dashboard in SAP for Me, that provides an at-a-glance overview of key quality figures. This document explains the purpose of the evaluation and how to use the Case Quality Report dashboard. | 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 |
| 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 |
The table below offers an overview of services to support you as you build and grow your Customer COE.
Contact us if you need help finding the right support for your individual step by step Customer COE journey.
| Title | Description | Download |
|---|---|---|
| Customer COE - Initial Guidance Service | General overview of the SAP Customer COE concept. During a remote call, we will explain the purpose, the content, and the basic steps on the way to setting up a Customer COE. The Service is included in your subscription/ maintenance fee. Talk to your SAP representative or contact the Customer COE program. We will be happy to schedule an appointment with you. | |
| Customer COE - Cloud Readiness | To help you get a better understanding about your organizational cloud readiness, you can run a quick and short Cloud Self-Assessment focused on the key elements of the Customer COE. The self-assessment is aligned with the Customer COE Management Framework, which includes the following key areas: Strategy, Architecture & Innovation, Organization & Governance, Processes & Tools, People & Skills. These areas are the backbone of an efficient, future-proof and sustainable Customer COE. You can run the assessment as often you like, free of charge. | LINK |
| Empowering: Customer COE Quick Assessment Service Team Accreditation | Introduction to the current Customer COE Concept of SAP and orientation on which topics are important to build and grow your Customer COE. The assessment supports you to identify quick wins and evaluate long-term potentials for improvements. You can use the service both as first guidance and to prepare and finalize your Customer COE team accreditation. Contact Irina Lipp (SAP Business Transformation Service) for more information on our Customer COE program. | |
| Empowering: Customer COE Coaching | The Customer COE Empowerment & Coaching service provides high-level guidance or advisory to improve the Customer COE Foundation, or to smooth / expedite the journey towards higher IT maturity levels and continuous improvement, or to prepare the Advanced Certification. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance. | |
| Operations Planning Workshop (OPW) | Plan the optimization of your Customer COE, including efficient E2E Solution operation processes in your IT landscape and Customer COE Strategy, Governance and Organization if needed. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance. | |
| Advanced Customer COE Training | The training provides an understanding of roles, tasks, objectives, benefits of a Customer COE and its Quality Manager roles. It enables a Customer COE to work more efficiently in terms of the Advanced Customer COE roadmap approach, for a closer collaboration and proactive dialogue between IT and Lines of Business, supporting innovation adoption and continuous improvement. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance. | |
| Customer COE - Service Family Overview | Overview of Customer COE Services, which are available within the Premium Engagement or Consulting service offering. | |
| Customer COE Strategy & Design | Design a target model to establish / improve the Customer COE based on SAP standards and best practices for the selected Customer COE Management Framework elements. To request the service, you need a Premium Engagement or a consulting contract. Please ask your SAP contact for further assistance. | |
| Customer COE SaaS & PaaS Operations Governance | Service supports you to define the RUN Organization, including defined roles and responsibilities, with focus on SAP SaaS & PaaS such as S/4HANA Cloud, BTP, SuccessFactors, and Ariba. You need a Premium Engagement or a consulting contract. Please ask your SAP contact for further assistance. | |
| SAP BTP Governance Service | 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. |
| Customer | Description | Download |
|---|---|---|
| Hannover Re | Decision tree with a SWOT analysis. Making the right decisions that are not only future-proof and secure a lasting competitive advantage, but which also bring greater efficiency and effectiveness, is the central task when it comes to SAP S/4HANA. | |
| SWE Digital GmbH | Customer COE and the move to SAP S/4HANA. A Great Opportunity. Moving towards a successful future-oriented "Digital Enterprise" with the help of SAP S/4HANA and cloud products. The SWE COE sets the pace for SWE's digital heartbeat. | |
| SWE Digital GmbH | The Customer COE concept gives SWE the opportunity to transform “constraints for change in inspiration”, “administration in design”, and “risks into opportunities” and brings SWE business and IT even closer together. | |
| BS|Energy | Move to the Cloud - The next step for the Customer COE at BS|Energy | |
| University Hospital Kiel and Luebeck UKSH (UKSH ITSG) | UKSH moves to SAP S/4HANA and SAP BW/4HANA with their "Move to HANA" program. Get insights on how Customer COE supports the transition. | |
| Gothaer Systems GmbH | "Customer COE goes cloud". The GoSys 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. They accept the challenges of dealing with new technologies and future-oriented trends on the market and prepare them for the management and customers. The strategy "Cloud First" in IT - Digital at the core of the Group | |
| RWE AG | How to set up a Customer COE? Get insights on how the Customer COE framework by SAP helps to establish a structure for the SAP environment at RWE without changing the corporate structure. With this proven ITIL compliant best practice approach from SAP, all facets required for the development of a customer specific Customer COE, including the strategic orientation, the required governance, processes, the IT architecture and also resources and skills, can be uniquely derived for companies. | |
| 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 | Digital transformation affects all of us. The dynamics associated with this catapult us into the era of "Next Generation IT". SAP Customer COE of Berliner Wasserbetriebe is the driver of these issues and is responsible for them. SAP S/4HANA 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. | |
| Hannover Re | SAP Customer COE Best Practice on Contract and License Management |
SAP ALM offerings continue to evolve in line with SAP's product strategy. We recommend that our Customer COEs familiarize themselves with SAP Cloud ALM. To better assess the transition from SAP Solution Manager to SAP Cloud ALM, we also recommend the service "SAP Readiness Check for SAP Cloud ALM“. You can find more information in the SAP Support Portal/ ALM, specifically in the section “Transition from SAP Solution Manager to Cloud ALM“.
| Title | Description | Download |
|---|---|---|
| KPI catalog for SAP Solution Manager | The KPI catalog contains the definitions, technical documentation and comprehensive descriptions of KPIs, 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. | Access the KPI Workspace and Catalog |
| 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 |