Have you ever heard the quote “if it ain’t broke, don’t fix it”? I’m betting that you have heard it more than once in your life. This term typically applies to most traditional support models in enterprise software today. However, it is not applicable in the context of SAP Enterprise Support. “Holistic,” “Proactive,” “Innovation,” “Continuous improvement,” and “Lifecycle Management” might seem like catchy buzzwords to fancy up a software support conversation, but they ring true when describing the value of SAP Enterprise Support.
SAP Enterprise Support contains a methodology to engage proactively and efficiently with customers. The objective is to holistically understand a customer’s situation, define an action plan, service delivery execution, while tracking the results and benefits. The methodology is backed by the idea of an Enterprise Support Academy that offers expert guided self services along with expert guided services. Staying with the overly used cliché theme; “Give a man a fish and you feed him for a day. Teach a man to fish and you feed him for a lifetime.” This is exactly what this type of engagement has the possibility of providing.
Apple CEO, Steve Jobs, says “Innovation distinguishes between a leader and a follower”. How can you discount a Steve Jobs innovation quote? The SAP Enhancement Package (EHP) framework has given customers the ability to implement new business functionality with limited disruption. Accelerated Innovation Enablement(AIE) services provided by SAP Enterprise Support allow customers to take advantage of that functionality by supporting customers to evaluate the innovative capabilities contained in the latest EHP’s.
“The windshield is bigger than the rearview mirror,” says former U.S Senator Tom Daschle. One of the most valuable aspects of SAP Enterprise Support is the access to an extensive portfolio of Continuous Quality Checks(CQC). Over two dozen proactive improvement services exist along the entire software lifecycle; plan, build, run, and upgrade. They include analysis checks, optimization checks, and landscape assessments all delivered remotely via an expert team of software engineers.
No matter how much you plan, test, optimize, and so on…software is software. There will always be a time and place where an organization needs to be reactive. Luckily for SAP Enterprise Support customers they are backed by an Active Global Support organization that operates 24/7 all over the globe. A time in history it was true that “the sun never sets on the British empire” and the same can be said for the SAP support organization.
Former Major League Baseball Umpire Ed Vargo describes his job as “We’re supposed to be perfect our first day on the job and then show constant improvement”. I’m sure many IT organizations feel the same way when supporting their business. Continuous improvement is a significant pillar of SAP Enterprise Support. It can be achieved through improvement services along with Solution Manager tools and methodologies. The bottom line is that SAP Enterprise Support contains all of this.
It’s not always easy to spice up a support conversation and while quotes and buzzwords might verbally spark an interest in SAP Enterprise Support, it should really be the content of the support model that should peak your curiosity. Follow along in my series of blogs that will guide you through the world of SAP Enterprise Support and how to unlock the value. Whether you’re a CIO, VP, Developer, or Basis Manager I will educate you on the support model, service offerings, customer scenarios, and try to throw in some humor and interesting examples along the way. In the mean time, please visit http://service.sap.com/enterprisesupport for more information.
Also, have a look at the YouTube clip for an overview Why SAP Enterprise Support for your organization.
Thank you for reading and stay tuned!