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Technical Assistance
Request product support from SAP
Non-Technical Assistance
Request non-product support or provide feedback on SAP Support Portal site
Maximize business outcomes from your SAP investment and drive continuous technology and business process innovations.
Utilize SAP's COE program to set up a team of SAP experts. Align business and technology units and pursue one goal.
Realizing value from your SAP investment by using SAP best practice, resources, and expert knowledge and ongoing exchange.
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 Center of Expertise (Customer COE). Following a proven IT methodology, SAP makes use of the Customer COE Management framework. The main purpose of this paper is to provide you a holistic overview of the Customer COE Management framework by elaborating the interdependencies between the different layers, as well as giving you insights into the areas Customer COE Strategy, SAP Architecture and Innovation, Customer COE Governance and Organization. With the help of this whitepaper, you'll gain a better understanding of the initial parameters required for the establishment of a successful Customer COE.
Customer COE – Strategy, Governance and Organization (Update)
Close collaboration between IT and lines of business in a company is essential. But for many customers, it remains a challenge. The multitude of technological changes, products, and possibilities such as the SAP HANA database, SAP S/4HANA, agile approaches (SAFe, Scaled Agile Framework), BizDevOps (Business Development, Operations), and the multitude of cloud alternatives, make us focus on automation and digitization projects. In the process, we often no longer have the organization in view. The focus on technical priorities must go hand in hand with the inclusion of the organization. The departments, the business, and the internal customers must be involved through a close and targeted collaboration.
Customer COE Functional Model (Business Process Owner and Expert)
The Customer COE core function „Supportability & Collaboration“ aims to support the operation of your hybrid SAP system landscape throughout the entire product lifecycle.
It includes tasks related to contractual and supplementary support services, infrastructure, and service & support applications. With increasing cloud applications in your SAP system landscape, topics related to SAP's integration and innovation platform (SAP Business Technology Platform) are also gaining in importance, as is cross-divisional collaboration like .
The main purpose of this paper is to provide you an overview over the topics as good starting point for your Customer COE´s lifetime journey for continuous success.
Update Supportability & Collaboration
Customer COE ebook: Be informed about SAP´s Incident Management tools, channels and processes
If you are experiencing an issue with the functionality of your SAP solution, it is essential to know how to interact with SAP Support.
Our updated Customer COE ebook guides you step by step through the incident process, explains the essentials, provides tips and links to further information.
Case/Incident Management eBook
Get an at-a-glance overview of quality-related key figures for confirmed cases
The Customer COE incident quality evaluation gives you an overview based on criteria developed together with customers. The evaluation results are displayed in the incident quality dashboard. Via filter option you can select if cloud or on-premise related incidents are included or both of them. Furthermore, peer benchmarks give you insights into your processing efficiency and quality compare to all SAP customers.
Incident Quality Evaluation & Peer Benchmark Information
The Customer COE management framework is SAP's overall “big picture” of how to address Customer COE capability areas in an optimal and sustainable way. SAP recommends to follow an integrated and holistic management approach to ensure a consistent and effective set up of the Customer COE organization focusing on business value.
Deep dive into our customer success stories to see by example how other customers built up their Customer Center of Expertise!
The main tasks of a Customer COE are divided into five sub-areas, the so-called Customer COE core functions. You can find more information for each core function by reading the documents linked below.
(1) Customer COE: Strategy, Governance and Organization
(2) Customer COE: Information and Knowledge Management
(3) Customer COE: License and Contract Management
(4) Customer COE: Continuous Success
(5) Customer COE: Supportability and Collaboration
Get a basic understanding of setting up your own Customer COE by reading the Getting Started with Customer COE slide deck.
If you have any questions, you can contact the Customer COE Program at COE.Program@sap.com.
For more information on the certification process, please view the Getting Started with Primary Customer COE document (page 8).
Please read the Customer Center of Expertise Guideline to support you filling out the questionnaire.
Find more information about the incident quality evaluation and the dashboard in our documentation.
Find out about the cooperation between SAP and the Hyperscalers such as Microsoft, Amazon, Google, or Alibaba and the opportunities offered for your organization. Furthermore, discover the SAP Business Technology Platform services available on Hyperscalers.
Sustainability today is a core business imperative and accordingly end-to-end process insights are key to ensure efficiency gains, social responsibility as well as compliance. The Customer COE has the resources and knowledge to drive sustainability by integrating business and IT.
Browse documents such as whitepapers and guides that help Customer Centers of Expertise with daily and strategic challenges they are facing in today's digital economy, and guide their path towards the Intelligent Enterprise. Find the content most useful for you in the categories Governance and Organizations, Hybrid System Landscapes, Hybrid and Cloud Operations as well as Architecture and Technology.
Learn more about deployment models offered by SAP and Hyperscalers in our recently published section.
Access live Customer COE Webcasts, Roadmap Sessions, Customer Best Practices, and check Customer COE events and infodays.
Access the Customer COE Single Source of Truth for general information, Customer COE service portfolio, certification relevant information, and support standards.
SAP Enterprise Support Value Maps
An SAP social media-based empowerment and support program, that simplifies and accelerates learning and utilization of support offerings. They provide guided access to the knowledge, skills and services needed to tackle business challenges and drive goals. Value Maps empower you to build up digital proficiency and prepare your IT landscape for innovation.
You can connect with SAP customers, industry and technology experts from SAP and our partners. Supported by the Global User Groups organization, these independent, not-for-profit groups educate members, facilitate customer involvement, and influence SAP strategy. Discover the knowledge offering provided to User Groups.
The Customer COE Program provides you with the newest insights, knowledge sessions and keeps you up-to-date with upcoming events. Contact the Customer COE Program (COE.Program@sap.com) to request the newsletter.