A Customer Center of Expertise (Customer COE) is the single source of truth for functional collaboration between business and IT organizations and between the customer's company and SAP. The SAP Customer COE program supports customers to increase the transparency of business processes, define a clear governance and organizational setup, minimize downtime to boost system and business process availability and to 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 work proactively on corporate targets and challenges.
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.
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.
Focuses on the customer´s internal contract and license management, ensuring a smooth collaboration with SAP Global License Auditing Services and governing the license audit process of all SAP systems within the company.
Concentrates on the Customer COE area of responsibility, where the customer's business requirements are not covered by SAP standard functional scope.
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.