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Non-Product Related Assistance
Request for existing cases, user IDs, Portal navigation support and more
Request for existing cases, user IDs, Portal navigation support and more
Note: Find documents in German here
| Title | Description | Download |
|---|---|---|
| Overview of the Customer COE Program | Learn about the Customer COE Program, the Big Picture and the Management Framework, including the respective dimensions. | |
| 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. | |
| Customer COE - Functional Model and Business Process Owner/Expert Role | Bringing 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. | |
| 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. | |
| 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. | |
| Customer COE Contract and License Management | When 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. This document provides actionable recommendations for establishing robust governance and optimized usage. It includes recommended procedures as well as insights into SAP services, tools and enablement offerings – especially for cloud-based contracts. | |
| 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. | |
| CIO and Customer COE Guides | Comprehensive overview of CIO and Customer COE Guides including Governance and Organizations, Guides for Hybrid Landscapes and Architecture and Technology Whitepapers | Overview |
| Title | Description | Language | Download |
|---|---|---|---|
| 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. | EN | |
| Customer COE Team Accreditation: Added value, Preparation & Audit Process | How to support the team accreditation (former certification) when customers want to establish or expand the collaboration model anchored in the Customer COE concept within the company? What is the process and how is it prepared? | EN | |
| Special offers for accredited Customer COEs | Overview of special offers for accredited Customer COEs who successfully passed the Customer COE accreditation audit. | EN | |
| What a Customer COE should know about Case Management | Be informed about SAP´s Case Management tools, channels and processes – step by step | EN | PDF(opens in new tab) |
| Case Quality Evaluation | The Customer COE Case Quality Evaluation assesses customer cases forwarded to SAP whether they fulfill defined quality or not. The results of the evaluation are displayed in the Case Quality Report, a customer dashboard in SAP for Me, that provides an at-a-glance overview of key quality figures. This document explains the purpose of the evaluation and how to use the Case Quality Report dashboard(opens in new tab). | EN | |
| 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. | EN |
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 | Description | Download |
|---|---|---|
| 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. | |
| Customer COE - Cloud Readiness | To help you get a better understanding about your organizational cloud readiness, you can run a quick and short Cloud Self-Assessment focused on the key elements of the Customer COE. The self-assessment is aligned with the Customer COE Management Framework, which includes the following key areas: Strategy, Architecture & Innovation, Organization & Governance, Processes & Tools, People & Skills. These areas are the backbone of an efficient, future-proof and sustainable Customer COE. You can run the assessment as often you like, free of charge. | LINK(opens in new tab) |
| Empowering: Customer COE Quick Assessment Service | Introduction 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. Please contact your SAP contact or Customer COE program for further assistance. | |
| 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. To request the service, you need a Premium Engagement contract. Please ask your SAP contact for further assistance. | |
| 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. | |
| Customer COE Strategy & Design | Design 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(opens in new tab) or a consulting contract. Please ask your SAP contact for further assistance. | |
| Customer COE - SAP BTP Center of Expertise | The BTP COE Service is a workshop-based offering intended to define direction and organizational elements for the customer's BTP operating model. Based on an initial scoping, SAP consultants will identify needed topics and design target operating model to establish / improve the BTP COE based on SAP best practices. | PDF(opens in new tab) |
| Customer COE - SAP AI Center of Expertise | SAP's AI solution consists of Business AI scenarios, the application of SAP's new AI-powered copilot Joule, and generative AI capabilities in business software. It also guides customers on creating AI-powered extensions with the SAP Business Technology Platform. The AI Center of Expertise (AI COE) includes the AI Operating Model and the AI Factory. All three combined provide your organizations with a comprehensive understanding and practical guidance on establishing and advancing their AI capabilities. | PDF(opens in new tab) |
| TCO Optimization Service | The workshop-based service intended to define direction on how to optimize cost based on SAP best practices. |
| Customer | Description | Download |
|---|---|---|
| regio iT | BTP COE at regio iT: Using the SAP Business Technology Platform, regio iT aims to actively support cloud development and offer access to modern SAP cloud applications. At the same time, expanding traditional SAP operations with cloud solutions places new demands on organization and operations – from cost controlling and a scalable account structure to clearly defined roles and responsibilities. Learn how regio iT has reoriented and, above all, reorganized itself. | PDF(opens in new tab) |
| Freudenberg SE | SAP Customer COE Best Practice - Transition to SAP Cloud ALM | |
| Hannover Re | Decision tree with a SWOT analysis. Making the right decisions that are not only future-proof and secure a lasting competitive advantage, but which also bring greater efficiency and effectiveness, is the central task when it comes to SAP S/4HANA. | |
| SWE Digital GmbH | Customer COE and the move to SAP S/4HANA. A Great Opportunity. Moving towards a successful future-oriented "Digital Enterprise" with the help of SAP S/4HANA and cloud products. The SWE COE sets the pace for SWE's digital heartbeat. | |
| SWE Digital GmbH | The Customer COE concept gives SWE the opportunity to transform “constraints for change in inspiration”, “administration in design”, and “risks into opportunities” and brings SWE business and IT even closer together. | |
| BS|Energy | Move to the Cloud - The next step for the Customer COE at BS|Energy | |
| University Hospital Kiel and Luebeck UKSH (UKSH ITSG) | UKSH moves to SAP S/4HANA and SAP BW/4HANA with their "Move to HANA" program. Get insights on how Customer COE supports the transition. | |
| Gothaer Systems GmbH | "Customer COE goes cloud". The GoSys 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. They accept the challenges of dealing with new technologies and future-oriented trends on the market and prepare them for the management and customers. The strategy "Cloud First" in IT - Digital at the core of the Group | |
| RWE AG | How to set up a Customer COE? Get insights on how the Customer COE framework by SAP helps to establish a structure for the SAP environment at RWE without changing the corporate structure. With this proven ITIL compliant best practice approach from SAP, all facets required for the development of a customer specific Customer COE, including the strategic orientation, the required governance, processes, the IT architecture and also resources and skills, can be uniquely derived for companies. | |
| RWE AG | RISE with SAP supported by RWE COE. RWE carried out a lift & shift migration using different methods for SAP RISE + SAP Business Technology Platform (SAP BTP) as a business platform for all business areas. Get further insights in the RWE's RISE with SAP project and find out how important a structured RWE specific Customer COE was for the success of the RISE project and still is for the continuous evolution of the RWE SAP solution landscape as such. | |
| Braunschweig IT | Digital 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 | |
| Berliner Wasserbetriebe | Digital transformation affects all of us. The dynamics associated with this catapult us into the era of "Next Generation IT". SAP Customer COE of Berliner Wasserbetriebe is the driver of these issues and is responsible for them. SAP S/4HANA Berliner Wasserbetriebe is taking the next steps into the future. | |
| BS Energy | The path to the Next Generation IT, including for the Customer COE the conversion to ITIL processes and the use of agile working methods | |
| Regio IT | The SAP HANA infrastructure is designed to ensure the usability of current and future requirements in the operation environment of SAP systems | |
| 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. | |
| Hannover Re | SAP Customer COE Best Practice on Contract and License Management |
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(opens in new tab)“. You can find more information in the SAP Support Portal/ ALM, specifically in the section “Transition from SAP Solution Manager to Cloud ALM“.
| Title | Description | Download |
|---|---|---|
| KPI catalog for SAP Solution Manager | The 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 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 |