SAP Enterprise Support
Proactivity from day one across all deployment scenarios
İsmail Boz
Umut Barış Varol 8 Mayıs 2015

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Customer
Agenda
Açılış 09.30
Kurumsal Destek 09.45
Kanal Üzerinden Destek Yapısı 10.45
Kahve Molası 11.00
Kurumsal ve Standart Destek Arasındaki Farklar 11.15
Premium Servisler 11.30
Soru/Cevap 11.45
Kapanış 12.00

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 3Customer
A World of Change – A Digital World
Social
More than one billion
people are actively
engaged in social networks
Mobile
There are now more
mobile devices on earth
than there are people
Big data
50 billion devices will be
capable of connecting to
the Internet, resulting in an
explosion in the amount of data
Cloud
Cloud computing will
become the bulk of new
IT spend by 2016

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Customer
A World of Opportunities – Are You Prepared?
There is a pressing need to
ensure that IT spending drives
business value and financial
performance — not simply to
keep the lights on*
IT needs to increase its value proposition
to the business while reducing associated
cost. Increased automation and
reduction of complexity are
paramount to this objective**
More than 60%of CEOs
complexity is getting worse, translating
into a need to reduce complexity and
to run simpler
90%of leaders say that
expect 15-50% of their earnings growth
in the next 5 years to come from
technology-enabled business innovation
*) Source: Gartner Webinar “Spend Less on IT, Drive More Value: How Best-in-Class SMB Organizations Do It”
**) Source: http://pages.frontrange.com/AW_Gartner-Predicts-2014-Report.html

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5Customer
Support Should Be Much More Than a Help Desk
Support should be an enabler to help you meet your company goals
Key elements of innovative support…
 Build the skills that build value
to increase IT efficiency
 Reduce operational costs
 Focus more of your energies
on business innovations
 Get relief from critical situations
through round-the-clock
production-down support
 Quickly identify and resolve
issues
 Higher reliability
 Unlock the business value
of existing investments
 Introduce new innovations
in a swift manner that helps
minimize risk
 Benefit from a proactive
engagement to run at peak
performance
 Get advice on how to best use
available resources and avoid
unnecessary efforts
 Access support experts when
needed to help ensure positive
business outcomes
Empowerment
Mission Critical
Support
Innovation &
Value Realization
Collaboration
Empower your peopleRely on business continuity Realize value and innovate fasterEngage with experts

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 6Customer
SAP Global Service & Support
Making you successful through world-class customer-centric support
SAP support: 40+ years of expertise
8,000+
SAP support experts
15,000+
SAP developers (as backup)
Global
organization
Local
organization (54 countries)
24x7x365
available for our customers
282,000+
customers
190+
countries
 Ensuring business continuity
 Driving business process improvement
 Reducing total cost of operations
 Accelerating innovation
 Simplifying customer experience /
Reducing complexity
 Enabling customers to move to
the cloud at their own pace

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 7Customer
Our Investment in the Evolution of Support
From a reactive mode to a proactive enabler of business success
Value of
Support
Continuous
Improvement
Accelerated
Innovation
Total Cost
of Operations
Time
Integrated
Support
(SAP ONE Support
program)
2014+
Mission Critical
Support
and Performance
Close collaboration with customers to
further develop the SAP Enterprise
Support portfolio for cloud and hybrid
scenarios based on customer needs.
Cloud and On-Premise

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 8Customer
SAP Enterprise Support
Proactivity from day one complementing first class issue resolution
Mission Critical Support
Empowerment
Collaboration
Innovation & Value Realization
 Proactive and preventive support from
day one covering the complete lifecycle
 24x7 production down support based
on service level agreements
 Smooth integration of cloud solutions
and end-to-end supportability of
hybrid landscapes
 Faster time-to-value and accelerated
adoption of innovations with minimal
business disruption
 Automation capabilities
of SAP Solution Manager for
on-premise and hybrid scenarios
 Built-in SAP ONE Support capabilities:
Consistent and meaningful support
experience across all deployment
options
Customer
SAP Enterprise Support

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 9Customer
Delivering ONE Customer Support Experience
With SAP Enterprise Support for SAP On-Premise Solutions and SAP Enterprise Support, cloud editions
Mission Critical Support
Empowerment
Collaboration
Innovation & Value Realization
Customer
SAP Enterprise Support
SAP
On-Premise
Solutions
SF
Cloud
Solutions
…
SAP
S/4HANA
(cloud edition)
SAP ByD
SAP
Business
ByDesign

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10Customer
Mission Critical Support
Higher reliability of business processes and applications
 Accelerated problem resolution for productive system incidents and
critical projects
 Minimized business disruption and reduction of unforeseen
downtime
 Reduced financial impact of support issues
Mission Critical Support
 24x7 mission critical support based on first-
class service level agreements
 SAP Enterprise Support advisory: Additional
escalation level in case of mission critical
support situations
 24x7 access to the Customer Interaction
Center
 Access to the SAP’s global support backbone,
including the SAP Service Marketplace and
the SAP Support Portal
 End-to-end supportability in hybrid SAP
landscapes (incl. access to best practices
for integration)
New incident
Service Level Agreement
Incident Priority
Initial Response Time*
Corrective Action
(Work-around / action plan)
1
1 hour
4 hours
2
4 hours**
n/a
Initial response / Corrective action
based on SLA
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide);
**) Prio 2: only during SAP’s local office time

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 11Customer
SAP Enterprise Support Academy empowers you to build up the
knowledge and skills needed to fully maximize the benefit of your
SAP solution.
https://support.sap.com/esacademy
Platform People Practice
Empowerment
Build the skills that build value through the SAP Enterprise Support Academy
We help professionals stay up-to-date
by providing expert content in various
formats and levels of detail, thus
supporting individualized “just-in-time”
learning.
We help boost collaboration between
business and IT units by explaining the
SAP Enterprise Support offerings for the
key roles in the different functional
departments.
We help customers easily access
SAP Enterprise Support offerings.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 12Customer
QuickIQs
Continuous
Quality Check &
Improvement
Services
Accelerated
Innovation
Enablement
Best Practices
Meet-the-Expert
sessions
Expert-Guided
Implementations
Guided
Self-Services
Meet-the-Expert
Replay Library
Empowerment
SAP Enterprise Support Academy delivery formats

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 13Customer
The support advisory guides you during mission critical situations
and interacts with your IT staff − your own Customer Center of
Expertise.
SAP Enterprise
Support Advisory
Social Business
Collaboration
Customer Center
of Expertise
Collaboration with the SAP Support Organization
Over 40 years of expertise in support
On-demand, 24x7, worldwide access to
a social business collaboration platform
(SAP Jam) connecting you directly with
SAP experts and peers.
Establish a team that interacts across all
business units. Ideally located in your
company’s application management unit,
it brings all stakeholders to the table to
resolve challenges.
Contact the SAP Enterprise Support
Advisory for SAP Enterprise Support
queries, to review and plan services
around your projects and operational
mission critical situations.
https://support.sap.com/esadvisory

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 14Customer
Thank You for Calling SAP Active Global Support…
 Call our global toll-free telephone number
for contacting SAP support
 accessible in most countries through
landline phones and some mobile providers
 Access to service menu to select a specific
product area you require
Please start using this number today and enjoy an easier way to contact SAP support!
0216 633 0351
SAP Node:560499
9
WXYZ
0
+
2
ABC
5
JKL
6
MNO *
1
4
GHI
3
DEF
7
PQRS Language
8
TUV Repeat
*) Access the CALL-1-SAP country list to see how the new number would be accessible from your country; In some countries use of mobile / VOIP connections might not be supported

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 15Customer
SAP Enterprise Support provides a wide range of services and tools
to help you realize more business value and to accelerate the
adoption of new innovations.
SAP Enterprise Support
Opportunity Report
SAP Solution Manager
SAP Enterprise Support
Value Maps
Innovation & Value Realization
Drive innovation and get more value from your SAP investments
Maximize the value of your support
engagement with SAP by streamlining
internal processes, minimizing manual
effort, reducing operational costs, and
introducing new business functionality
with greater ease (in on-premise and
hybrid deployment scenarios)
Get a navigation system that will guide
you to the right SAP support services,
tools, and offerings allowing you to
optimize operations and to bring
innovation to your company faster.
See how SAP Enterprise Support
translates into tangible business benefits
through the SAP Enterprise Support
opportunity report and get actionable
recommendations on where to improve.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 16Customer
SAP Enterprise Support Opportunity Report
See how SAP Enterprise Support translates into tangible business benefits
Insightful benchmarks
Impactful improvement areas by combining
findings from our customers’ SAP applications
with benchmarks from industry peers
Industry specific
Tailored to the specifics of our customers’
industry and applications with clear focus
on common terminology
Efficient
Aggregates information for decision makers
with actionable recommendations
for next steps
More information...

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 17Customer
SAP Solution Manager is one combined solution to efficiently
manage IT and to introduce new functionality for meeting business
requirements.
https://support.sap.com/solutionmanager
Business innovation IT management SAP innovations
SAP Solution Manager
Implement IT simplification and IT excellence to increase business value
ITIL-aligned IT Service Management and
ALM processes to manage SAP and
non-SAP components plus
proven methodologies.
Implement and manage SAP innovations
such as SAP HANA, mobile solutions, or
hybrid IT landscapes and leverage the
full potential.
Industrialized assembly of solutions and
implementation of new business
functionalities through methodologies
such as the two value releases per year.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 18Customer
IT Landscape Management
SAP Solution Manager addresses your entire IT environment
 Solution Documentation
 Solution Implementation
 Template Management
 Test Management
 Change Control Management
 Upgrade Management
 Custom Code Management
 Maintenance Management
 Business Process Operations
 Application Operations
 IT Service Management
ITIL is an IT management framework
that provides practices for Information
Technology Services Management, IT
development, and IT operations.
Information Technology
Infrastructure Library (ITIL)
ALM is a continuous process of managing
the life of an application through
governance, development, and
maintenance.
Application Lifecycle
Management (ALM)
Workcenters

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 19Customer
What you get:
 A portfolio of 15+ continuous quality checks (CQCs) help to handle top-issues or to de-
escalate critical situations during implementation, operations and innovation of the
customers’ SAP solution
How you benefit:
 Cut down on time and budget for implementation and innovation
 Improve system performance, availability, stability, and data consistency
 Quality checks to avoid critical situations in the future –
active risk mitigation
Direct access: TQC Information Library
Remote Services
Continuous Quality Checks (CQC)
Technical quality checks are remote services which help to reduce
your technical risk and outline optimization potential
Increase
IT effectiveness
Decrease
project risks

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 20Customer

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 21Customer
Area Selection of available tools and services
Book services via the
SAP Enterprise Support Academy
Continuous quality checks &
improvement services
Continuous quality check for implementation
Continuous quality check going live support
Continuous quality check SAP EarlyWatch Check
Best practices
Availability and continuity management
Job scheduling management
Landscape and configuration best practices
Quick-IQs
How to manage messages on the SAP Service Marketplace
How to maintain an SAP router for your system
How to Configure Google Cloud Messaging (GCM) in SAP Afaria
Expert-guided implementation sessions
Authorization concept & roles in SAP Solution Manager 7.1
Data volume management
SAP HANA Cloud Platform
Guided self-services
Performance optimization
Business process analytics and improvement
SQL statement tuning
Accelerated innovation enablement
sessions
SAP Cloud for Customer
Extended implementation content for LoB
New functionality in SAP ERP
Meet-the-expert sessions
Cloud Integration: Connecting both worlds
Expand Your SAP ERP into the new SAP Cloud Applications
How to operate SAP cloud solutions with SAP Solution Manager
Implement
Operate
Innovate
* Selection and delivery of services to be decided between SAP and customer and according to contract
SAP Enterprise Support: 1,100+ Support Services Available*
Coverage for any situation
Integrate
Leverage
15+ available
guided self-services
190+ available accelerated
innovation enablement sessions
630+ available
meet-the-expert sessions
50+ available expert-guided
implementation services
170+ available
quick-IQs
60+ available
best practices
20+ available
checks and services

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 22Customer
Think of SAP Enterprise Support value maps as a form of navigation
system that helps you quickly identify the relevant SAP Enterprise
Support services, tools, and expertise for your business needs.
https://support.sap.com/esacademy
Navigate to solutions Expert Guidance
Social Business
Collaboration
SAP Enterprise Support Value Maps
The unique navigation system for maximizing success powered by the SAP Enterprise Support Academy
Get personal remote guidance from SAP
support experts and engineers who
moderate each value map space.
On-demand expertise via a cloud-based
social collaboration platform (SAP Jam),
connecting you directly with SAP experts
and peers – also available from your
mobile device.
Simply navigate to the relevant SAP
Enterprise Support value map and
discover different roadmaps to enable
you to swiftly leverage the business
benefits to overcome the most common
business challenges.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 23Customer
SAP Enterprise Support Value Maps
Roadmap
GENERALLY AVAILABLE
 SAP HANA
 Mobile Solutions
 Custom Code Management
 Technical Monitoring & Alerting
 Data Volume Management
 Security
 Test Management
 SAP Solution Manager Readiness
 Analytics
PILOT PHASE
April
2015
 Change Control Management
 Business Decision Makers
 Cloud
More information...
powered by the SAP Enterprise Support Academy

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 24Customer
SAP Enterprise Support Value Maps
Example: Value Map for Data Volume Management
SAP Enterprise Support value maps enables you to quickly identify the relevant SAP Enterprise Support services, tools, and expertise to reduce your data volume.
Assessment
and Introduction
 Overview session
 Service “Data Volume
Management”
 Self-assessment
 Determine scope
and benefit
 …
01
Not registered for this value map? Register here »
Get engaged with other experts and access
this SAP Jam Community »
Need a SAP Support Portal login (S-User)? Register here »
Book suitable offerings via
SAP Enterprise Support Academy »
Implement Data
Management Concept
 Recommendation and
guidance on data
management methods
 Implement archiving
concept
 …
03
Operations
and Improvement
 Quality check of concept
implementation
 Analysis and monitoring of
data volume changes
 …
04
Planning
 Guided self-service
 Data management
guideline
 Expert guided sessions
for detailed analysis
 Operations control center
dashboard demonstration
 …
02
Example of a
customer-specific
roadmap
powered by the SAP Enterprise Support Academy

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 25Customer
Carsa S.A.: Reducing Data Volume for Better
Performance with SAP® Enterprise Support Value Maps
Company
Carsa S.A.
Headquarters
Chaco, Argentina
Industry
Retail
Products and Services
Consumer electronics,
household merchandise,
music, and films
Employees
2,500
Revenue
US$625 million
Web Site
www.musimundo.com
Top objectives
 Improve database management and performance by reducing its size
 Optimize the SAP® Solution Manager application management solution to help ensure that SAP
software can continue to scale with business growth
Resolution
 Used SAP Enterprise Support value maps for data volume management
 Followed best practices for data volume management using the SAP Jam social software
platform
 Mapped out scenarios to align IT infrastructure with business needs and to better track IT
performance indicators
Key benefits
 Reduction in database size and hardware costs
 20% to 30% improvement in performance of database communication processes for material and
purchasing documents, delivery, accounting, and interface posting
 Faster generation of statistics and less downtime for database upgrades
 HR training to teach best practices for data volume management
 Knowledge sharing for SAP user community through social networking
"To reduce data volume in our SAP applications, we leveraged SAP Enterprise Support
value maps. SAP Solution Manager became our main IT management solution, enabling
us to proactively and continuously manage IT resources. We significantly cut data volume
for SAP ERP, SAP CRM, and SAP Business Warehouse.”
Diego Gómez, Manager, Carsa S.A.
25%
Less downtime for upgrade and migration
projects
10 GB
Approximate reduction in monthly data
volume growth for the SAP ERP application
100 GB
Reduction in data volume for the SAP
Customer Relationship Management (SAP
CRM) application
380 GB
Reduction in data volume for the SAP
Business Warehouse application
Find further references
Learn more about this story

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 26Customer
Reducing Custom Code with SAP® Enterprise
Support Value Maps and SAP Solution Manager
Company
Solen Cikolata Gida Sanayi ve Tic. A.S.
Headquarters
Gaziantep, Turkey
Industry
Consumer products – food
Products and Services
Chocolate and cocoa products
Employees
1,700
Revenue
US$4 million
Web Site
www.solen.com.tr
Partner
SAP® Active Global Support organization
Top objectives
 Reduce unused custom code and increase code quality
 Build a monitoring process for managing custom code
 Move closer to the standard for SAP solutions to ease upgrade projects
Resolution
 Leveraged the SAP Enterprise Support value map for custom code management
 Set up code quality checks with tools for code inspection from SAP
 Identified cloned objects from SAP software that could be replaced with a more current version
of the standard code object from the SAP solution
Key benefits
 Greater visibility of custom code quality, quantity, and usage from creation through retirement
 Lower total cost of ownership
 Lower risk to daily operations due to inefficient code
 Fewer production errors in custom objects
 Greater understanding of objects affected by changes like upgrades
"We leveraged the SAP Enterprise Support value map for custom code
management to get full transparency regarding quality and usage of
custom code. We are now proactively monitoring custom code with the
SAP Solution Manager application management solution. The value map
helped establish best practices, which we will continue to follow.“
Hakan Edis, IT Director, Solen Cikolata Gida Sanayi ve Tic. A.S.
42%
Improvement in the quality of custom
code objects
13%
Fewer custom code objects
13%
Of custom code objects move to the
standard for SAP solutions
33281 (14/11) This content is approved by the customer and may not be altered under any circumstances.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 27Customer

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 28Customer

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 29Customer

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 30Customer
Lifetime Support by SAP
100% committed to customer success.
Levelofengagement
New
technologies
Newtechnologies&
Co-innovation
SAP ActiveEmbedded
Enhanced support partnership for optimization of solutions and
accelerating adoption of game changing technology
SAP MaxAttention
Strategic support partnership for continuous business
innovation and co-innovation
SAP Enterprise Support
The foundation to implement,
operate & innovate better
Implement
Better
Operate
Better
Innovate
Better

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 31Customer
SAP Enterprise Support
Maximum value for your business
Time to
Value
Reduce the time to realize the
expected value from new
business needs implemented
with SAP solutions
Business
Continuity
Secure your business
continuity and reduce the risk
of business disruption from
your SAP landscape
Total
Cost
of IT
Streamline your ALM processes
to enable potential cost
reduction
Innovation
Agility
Get your systems ready for
future application evolution
and innovation
Continuous
Business
Improvements
Improve business
performances of your current
business processes enabled by
SAP solutions
SAP Enterprise Support
Customer
SAP Enterprise
Support starts
with day one
and never ends!

© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
İsmail Boz
Umut Barış Varol