The first step in reducing the burden of support in your business is identifying the key issues being faced by users. Finding out what your people know, and what they need, means that you can prioritise your efforts to target those areas which will provide maximum impact. Using real data will drive the quick wins and incremental benefits you need to kickstart your innovation plans.

1. Internal
SAP User Experience Management
(UEM) by Knoa
Erik Figueredo
Managing Director, Global Sales Operations
Knoa Software
July 2017

2. Agenda
 Introduction & Product Overview
 Knoa for S/4HANA Migrations
 Product Demo

3. Migration Use Cases for SAP S/4HANA
Introduction

4. 4
Existing Performance Management Products Focus on Infrastructure and
Application
Infrastructure
IBM, HP, CA
Complete management
of storage, database,
application servers and
network components.
Application
SAP Solution Manager
Insights into SAP activity levels at
the application transaction level.
SAP Load Runner by Mercury
Application testing tools for quality,
scalability and availability
GRC Solutions
Transaction and data compliance
End Users?
What’s happening where
it really counts – at the
moment of execution by
the end users?
 

5. What are the KNOA
metrics?
User Errors and System Errors
Real End-to-End Response Time for all operations
Utilization: Active Time and Idle Time
Dynamic User Workflow of 100% of the User
Activity

6. 6
Knoa UEM Benefit Areas
Adoption
 Ensure employee readiness and willingness to
accept new technologies
 Realize the full value of your software
investment
Workforce efficiency
 Increase employee productivity
 Improve employee engagement and motivation
Help Desk
 Expedite issue identification and resolution
 Improve end-user experience with IT support
Training
 Ensure maximum ROI on your education
initiatives
 Reduce support issues caused by knowledge
gaps
IT Transformation
 Ensure project success and faster path to
sustainment
 Ensure user acceptance of the new technology
Business Value
 Ensure adherence to defined business
processes
 Identify variations and streamline processes

7. 7
Knoa UEM Value Drivers/KPIs
Adoption
 10%-20% increase in utilization of deployed
functionality
Workforce efficiency
 10%-20% improvement in employee
productivity and engagement
Help Desk
 20%-30% reduction in support costs and
resources required
 25%-35% improvement in mean time to
resolution (MTTR), call handle times and user
satisfaction
Training
 20%-30% reduction in support costs
 25%-50% improvement in training effectiveness
IT Transformation
 10%-20% improvement in project success and
acceptance
 20%-30% cost reduction in UAT and Hypercare
support
Business Value
 5%-10% improvement in overall business
outcomes

8. 8
How does KNOA work?
End User Desktop
Total SAP application coverage from the end-user’s perspective
 Monitors the performance of the application and its users across the entire SAP
landscape, not just a few processes
Automated discovery of performance issues/opportunities
 Broad coverage enables the discovery of all performance issues across the
entire application – all users, all transactions, all locations, all the time
Transparency to SAP application and infrastructure
 Knoa data collection methodology, located on the desktop, does not require ANY
changes to SAP source code, tags or network appliances
Customer IT Center Reporting Console
Monitoring
Agent
Collection,
Analysis,
Storage

9. SAP UEM by Knoa provides
real-time analytics about
how users interact with the
SAP Software. Metrics
include:
 User adoption
 User efficiency
 Application performance
 Business workflow execution
SAP UEM by Knoa provides user
analytics for all SAP applications – old
(R/3) and new (S/4):
 SAP GUI and GUI for HTML
 SAP Portal and CRM
 SAP NWBC
 SAP Fiori and SAPUI5
 SAP Screen Personas
 SAP SuccessFactors
Knoa Support for SAP Applications

10. Knoa for S/4HANA Migrations

11. 11
SAP UEM is an industry standard for measuring
user experience before, during, and after software
migration projects:
1. BEFORE: Customers can use Knoa to build a
quantifiable business case for moving to S/4HANA,
as well as define the scope of the migration.
2. DURING: Customers can use Knoa during the actual
migration, to minimize project risks, reduce overall
costs, and shorten the time to value
3. AFTER: Customers can use Knoa to measure the
adoption of the new S/4HANA applications and prove
tangible ROI for business
SAP UEM by Knoa provides real-time analytics
on how users interact with SAP solutions

12. 12
How can SAP UEM help customers
BEFORE a migration?
Customer Pain Points:
 No metrics to determine which processes and transactions to prioritize for
migration to S/4HANA.
 Limited visibility into the extent to which existing SAP applications are
effectively used today.
SAP UEM Business Benefits:
 Ensure that the most critical applications are migrated first to ensure the
business continues to operate effectively.
 Further prioritize transactions targeted for migration, based on actual
utilization.
 Identify underutilized customizations, which should not be migrated.
Before Migration

13. 13
How can SAP UEM help customers
DURING a migration?
Customer Pain Points:
 Embarking on a major migration project impacts every aspect of the
business operation; prolonged projects cost time, personnel and
productivity.
 No way to identify workflows with a high degree of complexity and
inefficiencies.
 No way to validate new UX designs until they’re deployed to production.
SAP UEM Business Benefits:
 Reduced project costs by shortening the UAT cycle
 Reduced project risks by identifying adoption, efficiency, or process design
issues early on
During Migration

14. 14
How can SAP UEM help customers
AFTER a migration?
Customer Pain Points:
 No insight into adoption issues or user challenges that can impact S/4HANA investments.
 No quantifiable way to measure success of the project, especially in terms of user
experience and user efficiency improvements
SAP UEM Business Benefits:
 Quick identification of adoption gaps to ensure employee engagement with the new
solutions.
 Improved user satisfaction and productivity.
 Ability to quantify the ROI for the project, by doing before and after analysis
 Ability to monitor the effectiveness of third-party implementation partners
After Migration

15. SAP UEM by Knoa
Product Demo!!!

16. Internal
Thank you! Contact information:
Erik Figueredo
Managing Director, Global Sales Operations
Knoa Software
Miami, FL, USA
+1.786.365.8812

17. KNOA software. Know what works.

18. Training and User Support (User Errors)

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23. System Performance (Response Time)

24. Internal© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 24

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29. Internal© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 29

30. User Adoption & Efficiency (Active & Idle Utilization)

31. Internal© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 31

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34. Internal© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 34

35. Internal© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Thank you! Contact information:
Erik Figueredo
Managing Director, Global Sales Operations
Knoa Software
Miami, FL, USA
+1.786.365.8812

36. KNOA software. Know what works.