Customer Center of Expertise (Getting Started)

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Customer Center of Expertise Program from SAP
October, 2022
Customer Center of Expertise (Customer COE)
Getting Started with the Customer COE

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© 2022 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.
Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service
or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related
document, or to develop or release any functionality mentioned therein.
This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and
functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this
presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP
assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross
negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from
expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,
and they should not be relied upon in making purchasing decisions.
Disclaimer

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Customer Center of Expertise
Definition
The Customer COE comprises deep SAP
skills and knowledge, and generates
tangible business value through
sustainable and strong collaboration with
the lines of business.
It is the driver for continuous success to
maximize the return on investment…
A Customer Center of Expertise (Customer COE) is an expert team set up on customer side.

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✓ SAP skills and knowledge
✓ Business Value
✓ Best Run SAP
✓ Maximize the ROI
Releases and
changes
EarlyWatch
service
management
security
integration
incidents
innovation
governance
and more…
business alignment
DevOps
An expert team on SAP topics in your company
iRPA
BTP predictive analytics
One domain model
hybrid landscapes

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Integrated Quality
Management
Basic setup of
Customer COE
Core Functions
Establishment of
Customer COE
S
S
S
Customer COE Program – Lifetime Journey for Continuous Success
Roadmap and Scopes
Business Model
Discovery and
Transformation
Customer COE
Role assignment
Primary Level
Setup completion
Customer
COE Manager
Knowledge & Best Practices
Advanced Level
of Customer COE
End to End IT
Processes Maturity
Driving Business
Innovation
Continuous
Improvement
Continuous
Innovation
Building a Customer
COE Foundation
Prioritized scopes to
contribute Business
Success & IT Value
Maturity Checks
(Organizational
& Functional)
Capability &
Efficiency
Increase Maturity
Increase Maturity
Increase Maturity
START

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Customer COE Management Framework
Customer COE Foundation
Doing
the right things…
Doing
things right…
Effectiveness Efficiency
Customer COE
People, Skills & Digital Change
Customer COE
Processes, Tools & Standards
Customer COE
Organization & Governance
Customer COE Foundation
Strategy, Governance and
Organization
Information and
Knowledge
Supportability
and
Collaboration
Contract and
License
Continuous
Success
Core Functions
▪ Customer COE Manager
▪ Customer COE Function Owners
People and Skills
Customer COE Management Framework
People, Skills & Digital Change
Processes, Tools & Standards
Organization & Governance
Architecture &
Innovation
Strategy

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Customer IT
Customer
Business
Customer COE
Customer COE
Foundation Initial
Setup Service
Collaboration hubs across IT and Lines of Business in your company
Customer COE Foundation supports relationship in the Core Functions

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FIRST STEPS TO YOUR CERTIFICATION FOR YOUR CUSTOMER COE
1. Inform and prepare yourself (Contact COE.program@sap.com for further support)
 Check the details about certification and the process in the Customer COE certification guideline
 See an example of a checklist
 Find further information on the SAP Support Portal
2. Enter the online check list using your SAP S-User
3. Complete all sections
4. Review and validate your input with own organization
5. Submit the results to SAP
Customer
SAP
Audit
~ 4 weeks
Preparation
2 weeks – 10 weeks
Start
Recertification
Certification is valid for 2 years
Preparation
1 – 8 weeks
CERTIFICATION
FOR CUSTOMER
COE - Process
AUDIT CONTROLS:
• Fulfillment of necessary functions & criteria
• Required amount of points per category
• See guideline for min. points per category
and maintenance contract
CUSTOMER WITH A CERTIFIED CUSTOMER COE:
• Fulfills SAP’s minimum requirements for a efficient
maintainability of SAP’s system landscape
• Is a stable interface to SAP Support and development
Start Certification Submit Results
Customer COE
is certified
Certification Steps in Detail
Customer COE
is certified

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GETTING STARTED with Collaboration
Customer Center of Expertise (Customer COE) – Overview
Customer Centers of Expertise (Customer COEs) act as collaboration hubs
across IT and Lines of Business in their companies. Their mission is to provide
transparency and efficiency of implementation, innovation, operation, and quality
of business processes and systems related to the SAP software solutions and
services
They have the knowledge, the capabilities, and the network to centrally drive
continuous improvement and continuous innovation.
SAP Support Portal:
• Customer Center of Expertise
(Customer COE)
• New: Customer COE
Strategy, Governance
and Organization
• Information &
Knowledge
• Contract & License
Management
• Continuous Success
• Supportability and
Collaboration
TOPICS & FUNCTIONS
• Complete checklist and
submit to SAP
• Customer incident will be
automatically generated
on behalf of the customer
• SAP validates, tabulates the
score from the checklist
• Customer is notified
of certification results
CERTIFICATION PROCESS
• Maximum 2 years
• Recertification at least
every 2 years
VALIDITY
Additional Information

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Orchestrate, operate and run your SAP system
landscape and technical infrastructure effective
and efficient. Get the most out of the SAP
Support.
Customer COE
Core Functions
(4) Continuous Success
(2) Information and Knowledge Mgmt.
(1) Strategy, Governance and Organization
Functional Model to orchestrate, run and operate SAP
deployments, based on the Management Framework
(5) Supportability and Collaboration
Handling of SAP Licenses, Subscriptions and
Contracts.
(3) License and Contract Management
How to use SAP programs, tools and services for
the right purpose and define your individual
innovation roadmap.
Data and Information Handling within your
Customer Center of Expertise Team.

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The Customer COE Foundation
Kick-start for Customer COE transformation – Overview
Contract and
License
Continuous
Success
Supportability and
Collaboration
Information and
Knowledge
Customer COE core functions:
Customer COE Strategy, Governance and Organization
General requirements regarding:

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Kick-start for Customer COE transformation – General requirements
Setting out a clear strategic direction for the Customer COE, as well as developing governance mechanisms
and the right organizational structure, are essential cornerstones for a successful Customer COE.
Scope: Increasing the level of awareness for Customer COE strategy, governance and organization topics
A Customer COE strategy should primarily describe how business and IT strategies meet business
requirements and how the Customer COE creates measurable business value and efficiency.
While the main purpose of Customer COE Governance is to establish the necessary governance
mechanisms and roles required to link business and IT objectives, the Customer COE Organization
defines how the Customer COE is integrated into the existing organizational mode.
Customer COE
Strategy,
Governance and
Organization
Customer COE Governance
▪ Governance model (collaboration
model between IT and Business,
KPIs, Customer COE role model,
service catalog)
▪ ITIL compliant SAP roles (key users,
business applications experts etc.)
Customer COE Strategy
▪ Mission, Vision, Objectives,
KPI framework for your
Customer COE
Customer COE Organization
▪ How the Customer COE is
organizationally integrated
(separate business unit; part
of overall IT etc.)
Access the Standard
Document

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Kick-start for Customer COE transformation – Information and Knowledge
The Customer COE acts as the overall knowledge source especially for SAP-relevant information and knowledge
provided through SAP systems, solutions, services or SAP information channels such as websites, events,
communities etc.
Value of Information and Knowledge management
▪ increased internal and external productivity and efficiency
▪ faster business requirements fulfillment
▪ better business continuity
▪ better decision support
Scope
▪ Start new communication channels for end users (such as SAP Jam groups, blogs, Communities, etc. )
▪ Position direct, fast and open communication hubs
▪ Information about company IT strategy / security guidelines and best practices
▪ Trainings, Knowledge Transfer and Learning Curriculums
▪ Success Stories and Best Practices
..
Information and
Knowledge
Information and Knowledge Management, as strategic main task of a Customer COE, entails the
acquisition, collection and management of all company related information with modern information and
communication systems from one or more sources and the distribution to one or more audiences.
Access the Standard
Document

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Kick-start for Customer COE transformation – Contract and License Management
SAP recommends that the Customer COE takes the role as a center for SAP contract and license
management in your company. Contract and License Management requires a clear process in place that is
well documented, regularly updated and shared within the organization.
Value of Contract and License Management
▪ Control and assign licenses to employees
▪ Save unnecessary license costs
▪ No negative surprises during the license audit process
▪ Identifying shelf ware
Scope
▪ SAP License and contract types
▪ Customer COE internal fees and service catalog
▪ Existing internal IT pricing models might become obsolete
▪ Alignment for all SAP related contract activities with cloud offerings in hybrid use cases
▪ Integration / harmonization of SAP support offerings
▪ SAP for Me and additional tools (LUI, LUPA)
.
Contract and
License
The function Contract and License is focusing on defined processes and responsivities for customer´s
internal contract and license management and the Customer COE´s knowledge about it. Contract
Management is the administration and execution of software contracts. License Management refers to the
management of the usage of licensed software products.
Access the Standard
Document

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Kick-start for Customer COE transformation – Continuous Success
In general, SAP is convinced that running a customer´s SAP system without modifications has always been a key
factor in ensuring smooth operations of its SAP solution and helping the customer take advantage of further
innovations of the SAP standard functional scope.
So, Innovation Management deals with the improvement of potential targets in the SAP Solutions for the business
processes.
Scope
▪ Collect and bundle the company demand for innovation
▪ Enhance the scope with line-of-business expertise into to relevant communities
▪ Manage overall innovation road map together with the business key contacts in the relevant areas
▪ Create hybrid visibility for your innovation demand and collaborate cross-solution focused
▪ Accelerate Innovation Adoption and Innovation cycles
▪ Consider SAP Tools and Services like SAP Pathfinder, S/4HANA Readiness Check, Transformation Navigator,
Innovation Discovery, SAP Services, etc.
.
Continuous
Success
The section Continuous Success deals on the one hand with business requirements of the customer that are not
covered by the SAP standard function scope.
On the other hand, under the topic area "Innovation" the improvement potential targets in the ERP for the business
processes and for the IT are treated. For this, SAP offers helpful self-service, which i.e. Provide answers to the
order and timing of new technology and solutions, and the benefits for the customer, see "Value of Support" in the
SAP Support Portal.
Access the Standard
Document

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Kick-start for Customer COE transformation – Supportability and Collaboration
.
Supportability
and
Collaboration
The Supportability and Collaboration section is about the overall collaboration with SAP Support in all areas, as
Incident handling, usage of operations tools such as SAP Solution Manager or SAP Cloud ALM, and usage of
Support Services offerings. This area is composed with criteria about efficiency in Incident and Problem
Management, usage of SAP automated checks and usage of SAP Support Services.
The Customer COE acts as the Single Source of Truth and is the central point for functional collaboration between
business and IT units and between the company and SAP.
Value of Supportability and Collaboration
Efficient supportability (e.g. leveraging Help Desk, Monitoring, Documentation, etc.) results into:
▪ More efficient product and software maintenance
▪ TCO reduction
▪ Business continuity
Scope
▪ Analyze the existing SAP Support process landscape
▪ Follow new features from SAP Support
▪ Define the hybrid support process project if applicable
▪ Governance of Support Processes
▪ Design authority
▪ Seamless support for hybrid solutions with enhanced responsibilities if applicable
Access the Standard
Document

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Customer Center of Expertise Roadmap
Customer
COE
Advanced
Audit
• Findings (Weakness and
Improvement Opportunity)
• Maturity Level & Value
Benchmark evaluation
• Evaluation &
Recommendations (Action
plans for an initial
Roadmap)
• Detailed Roadmap and
Project plan
• E2E Processes & tools
implementation
• Operations Handbook
• Governance &
Organization definition &
implementation
• Single Source of Truth
• Customer COE Quality
Management roles and
skills
• KPIs and improvement
process
• SAP Control Center
Readiness
• Partner integration
• Customer COE
Advanced Training
High Level
Implementation
Roadmap
Implementation
projects
Setup continuous
improvement
ICC and OCC
readiness
verification
Customer COE Advanced Training
High level Fit-
Gap Analysis
• Initial Maturity Level
& Value Benchmark
Evaluation
• Initial Findings &
Maturity Level
• Identification of
areas of
improvement
• Estimation of the
maturity of your
processes
Certification for
Customer COE
Advanced IT
Operations
Self-
Assessment
Foundation of a
Customer COE
• Start establishing a
Single Source of Truth
and Information in your
company
• Assessment on
Strategy, Governance &
Organization
• Core Functions:
Information and
Knowledge, Contract &
License Management,
Continuous Success,
Supportability and
Collaboration
Advanced Customer COE Roadmap
Operations Planning
Workshop
High Level
Operations and
Implementation
Roadmap
Implementation
projects
Setup continuous
improvement and
innovation
SAP Control
Center readiness
verification
Fit-Gap Analysis
Foundation of a
Customer COE
Customer COE Coaching and Empowerment
SAP MaxAttention Services
Strategy and Design Services

Thank you.
Customer COE Program from SAP
COE.Program@sap.com
https://support.sap.com/ccoe

© 2022 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this docume
nt or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/copyright for additional trademark information and notices.
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