Once the implementation team leaves, the challenges of providing ongoing support for SAP software can be daunting. This is especially true for companies with limited internal staff, particularly in light of the mobility options integrated within ERP functionality. Learn about options and strategies for success in providing all aspects of ongoing support. Speakers: Alyson G Fisher, Jody Derick

1. “ACCESS”ing Your SAP Security Data
BITI7186
Dennis A. Dargel - Senior Solution Architect / Manager
Capgemini
After the Go-Live: Strategies for Ongoing Support
and Process Implementation
Session ID# 6523
Jody Derick and Alyson Fisher
Capgemini America, Inc.

2. Presentation slides for all ASUG Annual
Conference sessions can be found at:
http://bit.ly/asug17slides
Presentation Materials

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4. Learning Points
 Application Support Models – Not one size fits all
 Roles, Responsibilities and Skillsets for ongoing support and
improvement
 Key strategies for supporting the current and future SAP landscape

5. Agenda
05
0401
02
03
Introductions
Application Support
Models
Roles, Responsibilities and Skill Sets
Strategies
Summary

6. Introductions
 Over 20 years implementing and
supporting SAP Supply Chain
 Sectors – Public Sector, High Tech,
Energy, Chemicals, Consumer Products
 Currently:
• Account Lead, SAP Support Center,
Capgemini
Jody Derick
 Over 20 years implementing and
supporting SAP Financials
 Sectors – Security Services,
Telecommunications, Consumer Products,
and Energy
 Currently:
• Account Lead, SAP Support Center,
Capgemini
Alyson Fisher
01

7. Introductions
About Capgemini
With more than 193,077 people in over 40 countries,
Capgemini is one of the world's foremost providers of
consulting, technology and outsourcing services. The
Group reported 2016 global revenues of EUR 12.5 billion
(about $13.3 billion USD at 2016 average rate)
Together with its clients, Capgemini creates and delivers
business, technology and digital solutions that fit their
needs, enabling them to achieve innovation and
competitiveness. A deeply multicultural organization,
Capgemini has developed its own way of working, the
Collaborative Business Experience™, and draws on
Rightshore®, its worldwide delivery model. Learn more
about us at www.capgemini.com.
Rightshore® is a trademark belonging to Capgemini
01

8. Introductions
SAP Support Center
 The SAP Support Center is a team of highly experienced consultants
providing functional support and business process design.
 Our depth of experience in support, business processes and SAP skills
provides our clients with the leadership and expertise to develop their
internal processes and guides them towards a better return on their
investment.
 Our focus is on small/medium size companies who want to outsource
the entire SAP support or supplement their internal team. Our team is
located in the US and India, and we provide mainly remote services to
reduce travel expenses and our corporate carbon footprint.
01

9. 02
Application Support Models
One size doesn’t fit all
Internal
Support Team
External
Staff
(FTE’s)
Internal
Support
Team Internal
Support
Team
Remote
Shared
Support
External
Application
Management

10. What are your needs
Basic Support
 Break Fix
 Answering Questions
 Training
 Monitoring
 Functional
 Development
 Operational
 Support packs and Upgrades
But it isn’t just about support…
 Process Improvement
 Options for solving business problems
 Taking advantage of latest technology
 New Functionality
 Defining the Roadmap for your
Company
02

11. Roles and Responsibilities
Roles
Management & Governance
 Funding
 Resource availability
 Vendor management
 Set priorities
Technical
 Configuration
 Development
 Technical (Basis) Support
 Mobility, Portal, Fiori, Personas
Business Alignment
 Process management
 Project management
 Analysis
 Project resource management
Application Administration
 Transports
 Security
 Patch management
 Change management
03

12. Roles and Responsibilities – who does what
Roles:
Internal
External
Joint
Management & Governance
 Funding
 Resource availability
 Vendor management
 Set priorities
Technical
 Configuration
 Development
 Technical (Basis) Support
 Mobility, Portal, Fiori, Personas
Business Alignment
 Process management
 Project management
 Analysis
 Project resource management
Application Administration
 Transports
 Security
 Patch management
 Change management
03

13. Skill Sets
New SAP Solutions require different skills
 Portal
 Business Objects
 Fiori
 Personas
 SuccessFactors
 S/4Hana
 ECC Modules Integration
 Web Services
 JAVA
 Business Objects
 HANA Database
 Fiori app development
 Personas development
 SuccessFactors Certification
03

14. Strategies
 Questions to Ask:
• How big is your organization?
• How is your organization
structured?
• What skills add value for the long
term?
• What are you looking for – break
fix or implementation?
• What is your organization’s long
term strategy, and how can your
SAP system enhance that
strategy?
• What is the organization’s culture
for internal vs external resourcing?
• What is your budget? How much
are you willing to spend?
04

15. Strategies
In-house Investment
OrganizationSize
External
Application
Management
Internal
Support
Team
Remote Shared
Support
Internal
Support Team
External
Staff
(FTE’s)
Internal
Support
Team
04

16. Strategies
Support Model Pros Cons
Internal Support Team  All skills are in-house
 New/Niche skills require
investment
 Difficult to cover the complete
solution
Internal Support Team with
Staff Augmentation (FTE’s)
 Majority of skills are in-house
 External resource is dedicated
 Limited flexibility if support
needs change
Internal Support Team with
External Shared Services
 Flexibility to meet changing
support needs
 Niche skills as needed
 Resources are shared
External Application
Management
 In-house skills are not needed
 Industrialized best practice
solutions are provided
 No in-house skills are
developed
04

17. Strategies
 What should you look for in an
external support partner:
• Someone experienced in working with
your business size
• Onshore vs Offshore support
o Understanding Pricing vs Service
model tradeoffs
o What services are provided onshore
o How are offshore services
structured (pooled vs dedicated)
o What level of support do users need
in what time zone
• Support hours
o Mornings vs Business
Hours vs 24x7
• New offerings require additional skills
o Resource development strategy
o What niche skills are available and
how experienced
o How much time is needed for
the skill set
• Flexibility of the contract to adjust to
support needs
04

18. Summary
 There isn’t one support solution that fits all companies
 Organization size and willingness to invest in internal resources matters
 Objectives of the organization are a factor
 Roles, responsibilities and required skills can be met by
combining options
05

19. Presentation slides for all ASUG Annual
Conference sessions can be found at:
http://bit.ly/asug17slides
Presentation Materials

20. Take The Session Survey:
Be sure to complete the session evaluation
on the SAPPHIRE NOW and ASUG Annual
Conference mobile app.
Earn 25 ASUG Hub Club points for each
evaluation submitted. Redeem in the ASUG
Hub on the show floor
Download the app from iPhone
AppStore or Google Paly

21. Thank you for attending my session!
For questions, contact us at:
Jody.derick@Capgemini.com
Alyson.fisher@Capgemini.com
Don’t forget to fill out the Session Evaluation on the Mobile App!
After the Go-Live: Strategies for Ongoing
Support and Process Implementation
Session ID# 6523
Jody Derick and Alyson Fisher
Capgemini America, Inc.

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