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Author's profile photo James Pearce

What change will 2013 bring to SAP Support?

2013 will be another year when IT will be asked to manage increasingly complex environment’s with less resources. Falling hardware costs and the “off-shoring” of labor has managed to keep the costs contained if not reduced over the past couple of years. Against this trend the consumerization of Enterprise IT is now driving customer expectations to new levels – “IT needs to be Agile and just work”. With the advent of Cloud based services such as, Workday, Dropbox, Google Apps, Amazon etc. the Business now have alternatives that do “just work” without IT. Also Gartner is predicting that Chief Marketing Officers (CMO) will be spending more on IT than CIO’s by 2017. These changes to the IT Landscape will continue to gain momentum over the next few years.

So are your customers complaining about the below or similar issues?

  • Change takes too long and is too expensive due to complexity
  • User satisfaction suffering due to usability and performance issues
  • System instability impacting availability
  • Lack of responsiveness to fixing issues
  • Communication issues due to teams, data and processes running in silo’s

If so then it could be time to start planning a Strategy to proactively addresses the above. As part of the Application Lifecycle (ALM) it is the Stabilization and Operate Phase (part of runSAP) that sets the foundation for alignment and integration with the business and its processes. An ALM Strategy will help addresses this phase and deal with the above issues by optimizing SAP’s Support tools and processes based on Solution Manager. Once implemented then IT can help drive value through continuous innovation as a part of the Business and remain relevant in the future IT Landscape.     

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