| Title | Description | Download |
|---|---|---|
| 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 organisation for excellent end-to-end solution orchestration | |
| Getting Started with the Primary Customer COE Certification | Learn about the four Primary Customer COE basic functions and how to get certified | |
| Value Offering for Certified Customer COEs | Find out the benefits and the value for Certified Customer COEs. | |
| 9 Golden Rules for a Future-Safe IT Transformation | IT Challenges and Winning Factors for a successful transformation to a future-safe IT | |
| Advanced Customer COE eBook V1.0 | Overview of the Advanced Customer Center of Expertise concept and required elements for a successful setup and operation of the Customer COE with Advanced Capabilities | |
| Operation of SAP Centric Cloud Hybrid Solutions | Use Cases to Illustrate Collaboration between Customer and Service Provider for SAP Centric Hybrid Solutions |
| Title | Description | Language | Download |
|---|---|---|---|
| Getting Started with the Customer Center of Expertise | Getting Started with the Customer Center of Expertise | EN | |
| Value Offering for Certified Customer COEs | Find out the benefits and the value for Certified Customer COEs. | EN | |
| 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 | EN | |
| 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 | EN | |
| Primary Customer COE Certification Checklist | The Primary Customer COE Certification questionnaire applied to all SAP Support and Maintenance Contracts | DE | |
| Primary Customer COE Certification Checklist | The Primary Customer COE Certification questionnaire applied to all SAP Support and Maintenance Contracts | EN | |
| Primary Customer COE Certification Guidelines | Overview about conditions and content of the SAP Customer COE Primary Certification and Recertification | DE | |
| Primary Customer COE Certification Guidelines | Overview about conditions and content of the SAP Customer COE Primary Certification and Recertification | EN | |
| Primary Customer COE Benchmarking | Explanation and Recommendation on the Primary Customer COE KPI Benchmarking | 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 | |
| Advanced Audit Preparation Overview | Learn about the right Audit preparation for the Advanced Customer COE | |
| Factsheet - SAP Advanced Customer COE Certification | Operation, duration and effort of initial Advanced Customer Customer COE Certification | |
| Factsheet - SAP Advanced Customer COE Re-Certification | Factsheet about operation, duration and effort of Advanced Customer COE 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 COE Assessment Service for the Primary Certification (EN) | Service: Program and Support for the Primary Customer COE certification - Language English | |
| Customer COE Assessment Service for the Primary Certification (DE) | Service: Program and Support for the Primary Customer COE certification - Language German | |
| 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 - 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 | |
| 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 |
|---|---|---|
| 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 - November 2020 | |
| 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 | |
| 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 | |
| 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 | |
| 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 | |
| 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:
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 | |
| 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 |