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
| Title | Description | Download |
|---|---|---|
| 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 | |
| The Customer COE of the Future | How does SAP enable Customer COEs to manage the Digital Transformation | |
| Installation and System Requirements / Contract & License management | Requesting Keys and System Requirements, How to request keys and setup systems - recommendations | |
| Operation of SAP Centric Cloud Hybrid Solutions | Use Cases to Illustrate Collaboration between Customer and Service Provider for SAP Centric Hybrid Solutions | |
| Primary Customer COE Certification Guidelines | Learn about the Primary Customer Center of Expertise Certification Guidelines | |
| Quality Management KPI Metric Determination | Learn about Metric Determination for Advanced Customer COE |
Primary Customer COE - Initial Audit & Recertification
| 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 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. | EN | |
| Primary CCOE Certification - Contract FAQs | Contract FAQs for Primary CCOE Certification | EN | |
| Primary CCOE Certification Checklist for ES | Primary Customer COE Certification Checklist for Customers with an SAP Enterprise Support contract | DE | |
| Primary CCOE Certification Checklist for ES | Primary Customer COE Certification Checklist for Customers with an SAP Enterprise Support contract | EN | |
| Primary CCOE Certification Checklist for PSLE | Primary Customer COE Certification Checklist for Customers with an SAP Product Support Large Enterprise contract | DE | |
| Primary CCOE Certification Checklist for PSLE | Primary Customer COE Certification Checklist for Customers with an SAP Product Support Large Enterprise contract | EN | |
| Primary CCOE Certification Checklist for StS | Primary Customer COE Certification Checklist for Customers with an SAP Standard Support contract | DE | |
| Primary CCOE Certification Checklist for StS | Primary Customer COE Certification Checklist for Customers with an SAP Standard Support contract | EN | |
| Primary Certification Guidelines | Overview about conditions and content of the SAP CCOE Primary Certification and Recertification | DE | |
| Primary Certification Guidelines | Overview about conditions and content of the SAP CCOE Primary Certification and Recertification | EN | |
| Primary Customer COE Benchmarking | Explanation and Recommendation on the Primary Customer COE KPI Benchmarking | EN |
Advanced Customer COE - Initial Audit & Recertification
| Title | Description | Download |
|---|---|---|
| Advanced Customer COE Audit Preparation Guide | Learn about Advanced Customer COE Certification Audit Deliverables, Tool Requirements and Best Practices. | |
| Advanced Customer 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 | |
| Advanced Customer COE Recertification Sample Agenda | A Sample Agenda for Customer COE With Advanced Maturity – (Re)Certification | |
| Factsheet - SAP Advanced Customer COE Certification | Operation, duration and effort of initial Advanced Customer CCOE Certification | |
| Factsheet - SAP Advanced Customer COE Re-Certification | Operation, duration and effort of Advanced Customer COE Re-Certification |
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. Please find more information in the Infographics.
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 (formerly SOPW) | |
| Factsheet - Extended Operations Planning Workshop (Extended OPW) | Extended Operations Planning Workshop (Extended OPW) - Information Sheet for Service Delivery (formerly eSOPW) | |
| Factsheet - Quality Management Workshop | Quality Management Workshop - Information Sheet for QM Workshop Delivery | |
| Advanced Customer COE Coaching | Customer COE Coaching Service is your support on Advanced Customer COE Journey towards the Certification | |
| 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. |
Customer Best Practices
| Customer |
Description | Download |
|---|---|---|
| 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). |
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 | |
| 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 |