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By engaging with SUGEN, SAP has taken a new and unique road to show and prove the value of maintenance. Going beyond incident management and access to innovation, SAP is providing proactive support to increase the business value of the customer’s investment in SAP.

The 2009 KPI achievements of the SUGEN SAP Enterprise Support program have shown clear value to participating SAP customers. Despite the value generated, SAP has decided to postpone a decision on pricing for Enterprise Support. A task force has been established to build on the feedback received since SAP Enterprise Support was introduced. The customers’ participation in the SUGEN-program is an additional source for information and feedback.

Analyzing the results of customer engagement during the SUGEN-program, the engagement model and the outlined Benefit Causes showed improvements towards all four levers defined as part of the program – by reducing total cost of operations and freeing IT resources, more focus could be on Business Process Improvement.

The measurement platform (SAP Solution Manager) has been demonstrated as a key element driving the improvement processes within IT as well as with the business processes. For example, SAP Solution Manager provides the ability measuring the performance of processes such as CPU and/or storage consumption used when processing an order, and then comparing such findings within the company. In this way customers are provided a means to analyze the process and seek optimization.

Both measures – reducing cost of operations by optimizing IT and providing insight into improving business processes – are generating tangible business value for SAP customers leveraging SAP Enterprise Support. Building on these findings and expanding the number of customers participating in the program will help to better scale for the benefit of SAP customers.

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