Primary Customer COE

Basic supportability for seamless cooperation with SAP's Support Organization

A Customer COE is the single source of truth and a hub for functional collaboration between business and IT or between customer company and SAP. This helps to increase the transparency of business processes, minimize downtime to boost system and business process availability, and reduce total cost of ownership. The Customer COE helps manage mission-critical operations by acting across all business units and bringing all stakeholders to one table to resolve challenges and issues.

The Primary Customer COE maturity level represents the beginning of your Customer COE journey and is a solid basis to start the Advanced IT Operations Self-Assessment and establish an Advanced Customer Center of Expertise in your company. 

Primary Customer COE Basic Supportability Functions

Information Management

Entails the acquisition, collection and management of all company related information with modern information and communication systems from one or more sources and the central distribution.

Support Operations

Pictures the overall collaboration with SAP's Support Organization in all areas, such as Incident Management, Problem Management, SAP Solution Manager usage and Support Service offerings.

Contract & License Management

Focusing on defined processes and responsibilities for customer's internal contract and license management and the Customer COE's knowledge about it.

Innovation & Influence SAP Development

Focusing on the Customer COE area of responsibility, where customer's business requirements are not covered by SAP standard functional scope.