Media Library

Below you will find the Customer COE Single Source of Truth for general information, Customer COE service portfolio, certification relevant information and support standards.

General Information

TitleDescriptionDownload
The Hybrid Setup of a Customer COEThe Customer Center of Expertise in the Hybrid WorldPDF
CIO and Customer COE GuidesComprehensive overview of CIO and Customer COE Guides including Governance and Organizations, Guides for Hybrid Landscapes and Architecture and Technology WhitepapersOverview
Continuous Improvement and Innovation with a Customer COEWhite paper to establish a future proofed organisation for excellent end-to-end solution orchestrationPDF
Getting Started with the Primary Customer COE CertificationLearn about the four Primary Customer COE basic functions and how to get certifiedPDF
Value Offering for Certified Customer COEsFind out the benefits and the value for Certified Customer COEs.PDF
9 Golden Rules for a Future-Safe IT TransformationIT Challenges and Winning Factors for a successful transformation to a future-safe ITPDF
Advanced Customer COE eBook V1.0Overview of the Advanced Customer Center of Expertise concept and required elements for a successful setup and operation of the Customer COE with Advanced CapabilitiesPDF
Operation of SAP Centric Cloud Hybrid SolutionsUse Cases to Illustrate Collaboration between Customer and Service Provider for SAP Centric Hybrid SolutionsPDF

Primary Customer COE - Initial Audit & Recertification

TitleDescriptionLanguageDownload
Getting Started with the Customer Center of Expertise Getting Started with the Customer Center of ExpertiseENPDF
Value Offering for Certified Customer COEsFind out the benefits and the value for Certified Customer COEs.ENPDF
Incident Quality Dashboard Evaluation (NEW)

The Customer COE Incident Quality Evaluation is one criteria which SAP reviews within the scope of the Customer COE Primary Certification. The Incident Quality Dashboard application of the SAP's ONE Support Launchpad provides an at-a-glance overview of key figures for confirmed incidents. The application was enhanced and now contains a peer benchmarking. 

 

Open application: http://launchpad.support.sap.com/#/incidentquality

ENPDF
Incident Quality Dashboard Peer Benchmarking (NEW)

Incident Quality Dashboard Peer Benchmarking: Get valuable insights on your overall Incident Processing quality and efficiency. The Customer COE Incident Quality Dashboard application compares the overall SAP Incident Processing of the Customer´s support organization to all industry peers.

 

Open application: http://launchpad.support.sap.com/#/incidentquality

ENPDF
Primary Customer COE Certification ChecklistThe Primary Customer COE Certification questionnaire applied to all SAP Support and Maintenance ContractsDEPDF
Primary Customer COE Certification ChecklistThe Primary Customer COE Certification questionnaire applied to all SAP Support and Maintenance Contracts ENPDF
Primary Customer COE Certification GuidelinesOverview about conditions and content of the SAP Customer COE Primary Certification and RecertificationDEPDF
Primary Customer COE Certification GuidelinesOverview about conditions and content of the SAP Customer COE Primary Certification and RecertificationENPDF
Primary Customer COE BenchmarkingExplanation and Recommendation on the Primary Customer COE KPI BenchmarkingENPDF

Advanced Customer COE - Initial Audit & Recertification

TitleDescriptionDownload
Advanced Customer COE Audit Preparation GuideLearn about Advanced Customer COE Certification Audit Deliverables, Tool Requirements and Best PracticesPDF
Advanced Customer COE ChecklistChecklist with documents to be delivered for the Advanced Customer COE Certification ReviewPDF
Advanced Audit Preparation OverviewLearn about the right Audit preparation for the Advanced Customer COEPDF
Factsheet - SAP Advanced Customer COE CertificationOperation, duration and effort of initial Advanced Customer Customer COE CertificationPDF
Factsheet - SAP Advanced Customer COE Re-CertificationFactsheet about operation, duration and effort of Advanced Customer COE Re-CertificationPDF

Services

 

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
DescriptionDownload
Customer COE Assessment Service for the Primary Certification (EN)Service: Program and Support for the Primary Customer COE certification - Language EnglishPDF
Customer COE Assessment Service for the Primary Certification (DE)Service: Program and Support for the Primary Customer COE certification - Language GermanPDF
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.PDF
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.PDF
Factsheet - Operations Planning Workshop (OPW)
Operations Planning Workshop (OPW) - Information Sheet for Service Delivery
PDF
Factsheet - Extended Operations Planning Workshop (Extended OPW)
Extended Operations Planning Workshop (Extended OPW) - Information Sheet for Service Delivery
PDF
Factsheet - Quality Management Training
Quality Management Training - Information Sheet for a Quality Management Training Delivery
PDF
Factsheet - Coaching for an Advanced Customer COE The Coaching for Advanced Customer COE Service is your support on your Journey towards your Certification for Advanced Customer COE
PDF
The New SAP MaxAttentionThe 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.PDF
Exploiting the New SAP MaxAttention to Maximize Customer Success
This 3rd party report from Derek Prior is based on feedback from various SAP customers and explains how to exploit the New SAP MaxAttention to maximize customer success. PDF

Customer Best Practices

Customer
Description Download
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 Cutomer COE - November 2019 PDF
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 - November 2019 PDF
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 - November 2019 PDF
Regio IT The SAP HANA infrastructure is designed to ensure the usability of current and future requirements in the operation environment of SAP systems - November 2019 PDF
Hannover Re Next-Generation IT - Start now! Organizational Preparations of the Customer COE in the course of the Digital Transformation. PDF
Rheinbahn AG Development of an IT service catalogue and the link to defined KPIs for more transparency and increased efficiency.  PDF
Arvato GmbH The SAP S/4HANA Roadmap using SAP Solution Manager, S/4HANA Readiness Check, Custom Code and Process Management PDF
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. PDF
Bischof + Klein SE & Co. KG 10 years of SAP Customer COE basic certification. The SAP Customer COE is a success story at Bischof + Klein. PDF
Hannover Re SAP Customer COE Best Practice on Contract and License Management PDF
Münchener Verein Versicherungsgruppe Usage and Best Practice of the SAP Solution Manager in the Center of Expertise at the Münchener Verein Versicherungsgruppe. PDF
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). PDF

SAP Support Standards - SAP Solution Manager 7.2

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:

  • IT Service Management
  • IT Service Operations
  • Test Management

Please access the KPI Workspace and Catalog in the SAP ONE Support Launchpad.

Title Description Download
SAP Support Standards for Job Management Best Practice for Job Management PDF
SAP Support Standards for Security
Best Practices for Security PDF
SAP Support Standards for System Management
Best Practices for System Management PDF
SAP Support Standards for Process Management
Best Practices for Process Management PDF
SAP Support Standards for Data Consistency Management
Best Practices for Data Consistency Management  PDF
SAP Support Standards for Change Control Management
Best Practices for Change Control Management  PDF
SAP Support Standards for Test Management
Best Practices for Test Management  PDF
SAP Support Standards for IT Services Management
Best Practices for IT Services Management PDF
SAP Support Standards for Business Process Monitoring
Best Practices for Business Process Monitoring  PDF
SAP Support Standards for Customer Code Management
Best Practices for Customer Code Management  PDF
SAP Support Standards for Root Cause Analysis
Best Practices for Root Cause Analysis PDF