The Super User in SAP

29,488 views

Published on

Presentation done under sponsorship of ASUG in December, 2008. Focus on the Super User as an important player in SAP education.

Published in: Education
3 Comments
23 Likes
Statistics
Notes
No Downloads
Views
Total views
29,488
On SlideShare
0
From Embeds
0
Number of Embeds
129
Actions
Shares
0
Downloads
1,589
Comments
3
Likes
23
Embeds 0
No embeds

No notes for slide
  • Good morning and afternoon to everyone joining, my name is Cristin Merritt. I’m with the company Insite Objects, and my topic today is the SAP Super User.
  • The Super User in SAP

    1. 1. Super User 101 [ December 4, 2008 Cristin Merritt Insite Objects GREG CAPPS [ ASUG INSTALLATION MEMBER MEMBER SINCE:1998 ISRAEL OLIVKOVICH [ SAP EMPLOYEE MEMBER SINCE: 2004 GRETCHEN LINDQUIST [ ASUG INSTALLATION MEMBER MEMBER SINCE: 1997
    2. 3. I couldn’t have done this without…
    3. 4. Suzette Hannah-Hessler <ul><li>Paul Mattos </li></ul>
    4. 5. Matthew Harmon <ul><li>Shannon Cavaiche </li></ul>
    5. 6. Dirk Manuel
    6. 7. Carol Kimball Larry Bean Darlene Hinkle
    7. 8. YOU.
    8. 9. David W. Hall Elizabeth Ivester Marcos Mella
    9. 10. Dedicated to Employee Performance.
    10. 12. The Rise of the Super User
    11. 13. 72% of the SAP Community uses some form of the Super User Model Survey of 100 SAP Users, Insite Objects, 2008
    12. 14. Why? <ul><li>Engage people! </li></ul>Real Experience. Real Advantage.
    13. 15. Why? <ul><li>Engage people! </li></ul>Reduce time and cost! Real Experience. Real Advantage.
    14. 16. Why? <ul><li>Engage people! </li></ul>Reduce time and cost! Increase ROI! Real Experience. Real Advantage.
    15. 17. What are their powers? Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    16. 18. What are their powers? Super Training Senses 78% End User Training Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    17. 19. What are their powers? Super Training Senses 78% End User Training 77% One-to-One First Defense Support Power Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    18. 20. What are their powers? Super Training Senses Unafraid of Testing SAP 78% End User Training 77% One-to-One First Defense Support Power 44% Special Projects Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    19. 21. What are their powers? “ Leadership” Survey of 100 SAP Users, Insite Objects, 2008 “ Caring” “ Experienced” “ Patient” “ People Person” “ Talented” Real Experience. Real Advantage.
    20. 22. Where do they come from? Survey of 100 SAP Users, Insite Objects, 2008
    21. 23. Where do they come from? Survey of 100 SAP Users, Insite Objects, 2008
    22. 24. Time Spent in Role: GO LIVE (50%) Stable System (10%) Testing (25%) Provided by Applied Materials, 2008 Real Experience. Real Advantage.
    23. 25. Time Spent in Role: GO LIVE (50%) Stable System (10%) Testing (25%) Provided by Applied Materials, 2008 Real Experience. Real Advantage.
    24. 26. Super User Ratios: : How big is my group? Real Experience. Real Advantage.
    25. 27. Super User Ratios: : How big is my group? What’s the turnover? Real Experience. Real Advantage.
    26. 28. Super User Ratios: : How big is my group? What’s the turnover? Is the model necessary? Real Experience. Real Advantage.
    27. 29. Super User Ratios: : The ideal class! 20 users Real Experience. Real Advantage.
    28. 30. Super User Ratios: : Medium Management! 50 users Real Experience. Real Advantage.
    29. 31. Super User Ratios: : Large but safe! 100 users Real Experience. Real Advantage.
    30. 32. Their World. Real Experience. Real Advantage.
    31. 33. Their World. management training + documentation it + help desk user populace Real Experience. Real Advantage.
    32. 34. Alter-Ego Management Real Experience. Real Advantage.
    33. 35. Get them early. Train them well. Give them support. Real Experience. Real Advantage.
    34. 36. Get them early. Train them well. Give them support. Real Experience. Real Advantage.
    35. 37. Get them early. Train them well. Give them support. Real Experience. Real Advantage.
    36. 38. Get them early. Train them well. Give them support. Reward them. Real Experience. Real Advantage.
    37. 39. Every Super User has a Villain.
    38. 40. Change.
    39. 41. Weakened Support Loss of Resources Loss of Communication
    40. 42. Super User Sidekick “ Technology” Real Experience. Real Advantage.
    41. 43. Super User’s Arch Enemies: “ The Support Eroder” Weakens Support Real Experience. Real Advantage.
    42. 44. Super User’s Arch Enemies: “ The Support Eroder” Weakens Support Real Experience. Real Advantage.
    43. 45. Manual Training Asking for Help Real Experience. Real Advantage.
    44. 46. Manual Automated Training Asking for Help Online Documentation & Support Real Experience. Real Advantage.
    45. 47. Automation in Documentation & Support Own a Tool (63%) No Tool (44%) Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    46. 48. Automation in Documentation & Support Pros Cons Survey of 100 SAP Users, Insite Objects, 2008 <ul><li>Easy to maintain </li></ul><ul><li>Simplifies Distribution </li></ul><ul><li>Custom Help </li></ul><ul><li>Cost </li></ul><ul><li>Keeping Current </li></ul><ul><li>Expansion </li></ul>Real Experience. Real Advantage.
    47. 49. Document and Support Automation and/or Real Experience. Real Advantage.
    48. 50. Document and Support Automation and/or Real Experience. Real Advantage.
    49. 51. Document and Support Automation and/or Real Experience. Real Advantage.
    50. 52. Document and Support Automation and/or Real Experience. Real Advantage.
    51. 53. Document and Support Automation and/or Real Experience. Real Advantage.
    52. 54. Current Ways to Provide Online Support: Installed 63%* *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    53. 55. Current Ways to Provide Online Support: Installed 63%* Cloud 40%** *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    54. 56. Current Ways to Provide Online Support: Installed 63%* Cloud 40%** Wiki *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    55. 57. Current Documentation Tools Available: Installed OnDemand uPerform RESITE STT Real Experience. Real Advantage.
    56. 58. Current Documentation Tools Available: Cloud Sitelab Real Experience. Real Advantage.
    57. 59. Current Documentation Tools Available: Wiki Microsoft Sharepoint DokuWiki TikiWiki Real Experience. Real Advantage.
    58. 60. Super User’s Arch Enemies: “ Incommunicado” Destroys Communication Real Experience. Real Advantage.
    59. 61. Super User’s Arch Enemies: “ Incommunicado” Destroys Communication Real Experience. Real Advantage.
    60. 62. Super Team Real Experience. Real Advantage.
    61. 63. In Person Meetings Events Real Experience. Real Advantage.
    62. 64. In Person Online Meetings Events Surveys Forums Social Networking Real Experience. Real Advantage.
    63. 65. Keeping Super Users Connected Social Networking (39%) Mixture of Events (20%) Medium Scale Recognition / Meetings (7%) Small Scale Recognition / Meetings (7%) Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.
    64. 66. Keeping Super Users Connected <ul><li>Company “Facebook” </li></ul><ul><li>Yammer </li></ul><ul><li>Twitter </li></ul><ul><li>Secure Wikis </li></ul><ul><li>Lunches </li></ul><ul><li>General Meetings </li></ul><ul><li>Road Shows </li></ul><ul><li>Rewards </li></ul><ul><li>Newsletters </li></ul><ul><li>Blogs </li></ul>Real Experience. Real Advantage.
    65. 67. Super User’s Arch Enemies: “ Resource Reverser” Diverts or Changes Your Super Users Real Experience. Real Advantage.
    66. 68. Super User’s Arch Enemies: “ Resource Reverser” Diverts or Changes Your Super Users Real Experience. Real Advantage.
    67. 69. Which one has the gift?
    68. 70. Which one has the gift?
    69. 71. Which one has the gift?
    70. 72. Subjective Surveys Recommendations Help Desk Real Experience. Real Advantage.
    71. 73. Subjective Objective Surveys Recommendations Actual SAP Performance Help Desk Real Experience. Real Advantage.
    72. 74. Which one has the gift?
    73. 75. Which one has the gift?
    74. 76. Which one has the gift?
    75. 77. Which one has the gift?
    76. 78. Which one has the gift?
    77. 79. Which one has the gift?
    78. 80. Sourcing Real Experience. Real Advantage.
    79. 81. Sourcing Areas for focus Real Experience. Real Advantage.
    80. 82. Sourcing Areas for focus Areas for better help Real Experience. Real Advantage.
    81. 83. Sourcing Areas for focus Areas for better help Areas for new training/materials Real Experience. Real Advantage.
    82. 84. Sourcing Areas for focus Areas for better help Areas for new training/materials Value / ROI Real Experience. Real Advantage.
    83. 85. Sourcing Areas for focus Areas for better help Areas for new training/materials Value / ROI Real Experience. Real Advantage.
    84. 86. Current Performance Tools Available: Knoa Real Experience. Real Advantage.
    85. 87. Current Performance Tools Available: Knoa RESITE Monitor Real Experience. Real Advantage.
    86. 88. Current Performance Tools Available: Knoa RESITE Monitor uBenchmark Real Experience. Real Advantage.
    87. 89. Current Performance Tools Available: Pros <ul><li>Time Savings </li></ul><ul><li>Cost Savings </li></ul><ul><li>Cross Company Value </li></ul>Real Experience. Real Advantage.
    88. 90. Current Performance Tools Available: Cons <ul><li>New Technology </li></ul><ul><li>Cost </li></ul><ul><li>Data Management </li></ul>Real Experience. Real Advantage.
    89. 91. Change.
    90. 92. What about the future?
    91. 93. Future Concepts Self Service Training Real Experience. Real Advantage.
    92. 94. Future Concepts Self Service Training Smart Support Real Experience. Real Advantage.
    93. 95. Future Concepts Self Service Training Smart Support User Empowerment Real Experience. Real Advantage.
    94. 96. The World Without Villains.
    95. 97. Ideal Model Real Experience. Real Advantage.
    96. 98. Ideal Model Real Experience. Real Advantage.
    97. 99. Ideal Model Real Experience. Real Advantage.
    98. 100. Ideal Model SOCIAL Real Experience. Real Advantage.
    99. 101. As of right now, 61% of companies have no new Super User initiatives planned. Survey of 41 SAP Users, Insite Objects, 2008
    100. 102. For the benefit of many…
    101. 103. It takes only a few.
    102. 105. <ul><li>Thank you. </li></ul>] Cristin Merritt Email: [email_address] Phone: 832-426-3443 Twitter: http://twitter.com/cmerritt_run Web: www.insiteobjects.com

    ×