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In the tables below you will find single source of information around the Customer COE journey, team accreditation and services.

Note: Find documents in German here

General Information

TitleDescriptionDownload
Overview of the  Customer COE ProgramLearn about the Customer COE Program, the Big Picture and the Management Framework, including the respective dimensions. PDF
Customer COE Strategy, Governance and Organization 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 COE.PDF
Customer COE Architecture and Innovation Various programs, tools, and services are available to support customers at every stage within their journey to an Intelligent Enterprise. This document gives you an overview of the most important tools and services to build-up your innovation roadmap. PDF
Customer COE Processes and Tools Supportability is the capability of supporting a software system over its whole product lifecycle. This implies satisfying any necessary needs or requirements, but also the provision of equipment, support infrastructure, additional software, facilities, manpower, or any other resource required to maintain the software operational and capable of satisfying its function, the function it has been bought, implemented or developed for.PDF
Case Management eBookBe informed about SAP's case management tools, channels and processes. The ebook guides you step by step through the case process, explains the essentials, provides tips and links to further information.eBook
Customer COE Contract and License ManagementWhen purchasing software, the proper handling of license and contract management is essential. But especially in the business area, this is particularly complex, so it can quickly lead to loss of overview of the number of services, users and contracts. PDF
Customer COE People and Skills This Customer Center of Expertise Document gives impulses to SAP Expert Teams on Customer side about what  is relevant in terms of Data & Information handling and what applications, portals, and services  might help whilst extracting and processing data & information.PDF
Customer COE - Functional Model and Business Process Owner/Expert RoleBringing the organization and IT closer together - that is "Business-IT Integration". It is forward-looking for joint success, because the potential for change lies in the organization. PDF
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 organization for excellent end-to-end solution orchestration and operational scenarios. PDF

Customer COE - Team Accreditation (former Certification)

TitleDescriptionLanguageDownload
Customer COE Team Accreditation Guide
The guide describes which topics are important and what should be implemented as foundation. You can use the information both as a guideline when setting a Customer COE and as preparation for your Customer COE team accreditation. The guide complements the online questionnaire.ENPDF
Special offers for accredited Customer COEsOverview of special offers for accredited Customer COEs who successfully passed the Customer COE accreditation audit. ENPDF
Case / Incident Management eBookThe Case / Incident Management eBook guides you step by step through the case / incident process, explains the essentials, provides tips and links to further information.ENeBook
Case Quality Dashboard Evaluation 

The Customer COE Case Quality Evaluation is one criteria which SAP reviews within the scope of the Customer COE Certification. This dashboard provides an at-a-glance overview of key figures for confirmed cases. The application was enhanced and now contains a peer benchmarking. 

Open application 

ENPDF
Case Quality Peer Benchmark 

The Customer COE Case Quality Dashboard gives an at a glance overview of quality related key figures for confirmed cases. The redesigned application offers Peer Benchmark information on SAP Case Processing efficiency and quality.

Open application

ENPDF

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
Factsheet - SAP Advanced Customer COE Certification and Re-CertificationOperation, duration and effort of initial Advanced Customer Customer COE Certification and Re-Certification PDF

Services

The table below offers an overview of services to support you as you build and grow your Customer COE. 

Contact us if you need help finding the right support for your individual step by step Customer COE journey.

Title
DescriptionDownload
Customer COE - Initial Guidance Service

General overview of the SAP Customer COE concept. During a remote call, we will explain the purpose, the content, and the basic steps on the way to setting up a Customer COE. The Service is included in your subscription/ maintenance fee.

Talk to your SAP representative or contact the Customer COE program. We will be happy to schedule an appointment with you.

PDF
Empowering: Customer COE Quick Assessment Service Team AccreditationIntroduction to the current Customer COE Concept of SAP and orientation on which topics are important to build and grow your Customer COE. The assessment supports you to identify quick wins and evaluate long-term potentials for improvements. You can use the service both as first guidance and to prepare and finalize your Customer COE team accreditation. Contact Irina Lipp (SAP Business Transformation Service) for more information on our Customer COE program.  PDF
Empowering: Customer COE Coaching 

The Customer COE Empowerment & Coaching service provides high-level guidance or advisory to improve the Customer COE Foundation, or to smooth / expedite the journey towards higher IT maturity levels and continuous improvement, or to prepare the Advanced Certification. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance.  

PDF
Operations Planning Workshop (OPW)Plan the optimization of your Customer COE, including efficient E2E Solution operation processes in your IT landscape and Customer COE Strategy, Governance and Organization if needed. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance. PDF
Advanced Customer COE Training 
The training provides an understanding of roles, tasks, objectives, benefits of a Customer COE and its Quality Manager roles. It enables a Customer COE to work more efficiently in terms of the Advanced Customer COE roadmap approach, for a closer collaboration and proactive dialogue between IT and Lines of Business, supporting innovation adoption and continuous improvement. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance.  PDF
Customer COE - Service Family Overview Overview of Customer COE Services, which are available within the Premium Engagement or Consulting service offering.PDF
Customer COE Strategy & DesignDesign a target model to establish / improve the Customer COE based on SAP standards and best practices for the selected Customer COE Management Framework elements. To request the service, you need a Premium Engagement or a consulting contract. Please ask your SAP contact for further assistance.

PDF
Customer COE SaaS & PaaS Operations Governance

Service supports you to define the RUN Organization, including defined roles and responsibilities, with focus on SAP SaaS & PaaS such as S/4HANA Cloud, BTP, SuccessFactors, and Ariba. You need a Premium Engagement or a consulting contract. Please ask your SAP contact for further assistance.

PDF
SAP BTP Governance ServiceThe SAP BTP Governance Service is a workshop-based offering intended to define direction and organizational elements for the customer's SAP BTP operating model. Based on an initial scoping, SAP consultants will identify needed topics and design a target operating model to establish / improve the SAP BTP Setup based on SAP best practices.
PDF

Customer Success Stories

Customer
DescriptionDownload
Hannover ReDecision tree with a SWOT analysis (Industry: Insurance) PDF
SWECustomer COE and the move to SAP S/4HANA. A Great Opportunity (Industry: Utilities) PDF
BS|Energy

Move to the Cloud - The next step for the Customer COE at BS|Energy (Industry: Utilities) 

PDF
UKSH (UKSH ITSG) - University Hospital Kiel and LuebeckUKSH Customer COE moves to SAP S/4HANA and SAP BW/4HANA with their "Move to HANA" program (Industry: Healthcare) PDF
GoSys

Our Customer COE is the first point of contact in the company for all topics around SAP. It is the  interface (Single Source of Truth) to our customers and to SAP. We accept the challenges of dealing with new technologies and future-oriented trends on the market and prepare them for our  management and our customers. Our strategy "Cloud First" in IT - Digital at the core of the Group (Industry: Insurance) 

PDF
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 (Industry: Utilities)

PDF
Braunschweig ITDigital 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 Customer COE PDF
Berliner WasserbetriebeSAP Customer COE and the Digital Transformation. With SAP S/4HANA the Customer Berliner Wasserbetriebe is taking the next steps into the futurePDF
BS EnergyThe path to the Next Generation IT, including for the Customer COE the conversion to ITIL processes and the use of agile working methodsPDF
Regio ITThe SAP HANA infrastructure is designed to ensure the usability of current and future requirements in the operation environment of SAP systems PDF
Hannover ReNext-Generation IT - Start now! Organizational Preparations of the Customer COE in the course of the Digital Transformation.PDF
Rheinbahn AGDevelopment of an IT service catalogue and the link to defined KPIs for more transparency and increased efficiency. PDF
Arvato GmbHThe SAP S/4HANA Roadmap using SAP Solution Manager, S/4HANA Readiness Check, Custom Code and Process ManagementPDF
Bsys GmbHInformation 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. KG10 years of SAP Customer COE basic certification. The SAP Customer COE is a success story at Bischof + Klein.PDF
Hannover ReSAP Customer COE Best Practice on Contract and License ManagementPDF
Münchener Verein VersicherungsgruppeUsage 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 Luebeck10 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

SAP ALM offerings continue to evolve in line with SAP's product strategy. We recommend that our Customer COEs familiarize themselves with SAP Cloud ALM. To better assess the transition from SAP Solution Manager to SAP Cloud ALM, we also recommend the service "SAP Readiness Check for SAP Cloud ALM“. You can find more information in the SAP Support Portal/ ALM, specifically in the section “Transition from SAP Solution Manager to Cloud ALM“.

TitleDescriptionDownload
KPI catalog for SAP Solution ManagerThe KPI catalog contains the definitions, technical documentation and comprehensive descriptions of KPIs, 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.Access the KPI Workspace and Catalog
SAP Support Standards for Job ManagementBest Practice for Job ManagementPDF
SAP Support Standards for Security
Best Practices for SecurityPDF
SAP Support Standards for System Management
Best Practices for System ManagementPDF
SAP Support Standards for Process Management
Best Practices for Process ManagementPDF
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 ManagementPDF
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 AnalysisPDF