How to effectively address IT Business Challenges using the Enterprise Support Portfolio
In the past, when introducing the Enterprise Support model to a customer for
the first time, we often caused confusion because the offering is so content rich.
I find we succumbed to the desire to try and cover everything, often within the time
constraints of a one hour meeting. We were challenged to give the customer a full
understanding of the “What” and “How”. With over 350 Enterprise Support services
and tools, we would hurry to try and explain each individually without the time to
completely tie it all together.
Now with the development and pilot of Enterprise Support Value Maps, we can
clearly describe and demonstrate the Enterprise Support portfolio in a logical
delivery sequence, giving our customers a roadmap to efficiently use Enterprise
Support to address their IT Business Challenges. Each value map is made up of
a number of steps using the full range of delivery formats that make up Enterprise
Support and the SAP Enterprise Support Academy. For customers with resource
and time constraints, the value maps allow them to use a goal based approach where
each value map step represents a consumable unit of work and an achieved goal.
This helps generate positive momentum and allows the customer to easily track progress.
Beginning with the Security and Data Volume Management Value Map pilots, we
introduced collaboration via SAP JAM (SAP JAM Overview ). With the introduction of
SAP JAM, pilot participants will have a platform to interact with the Support Engineers,
partners and peers.
So now customers can really get from here to there using Enterprise Support Value Maps. The value maps help customers easily consume the Enterprise Support portfolio to
address common IT Business Challenges. With the increased use of SAP JAM, customers will have an interactive social platform for guidance in using values maps. In customer meetings over the past year, I have found using Value Maps in describing how customers can address IT Business Challenges using the Enterprise Support portfolio has made the discussion much more effective. To learn more, visit the SAP Enterprise Support Academy, SAP Enterprise Support Academy , and follow the links for Business Challenge or use SAP Enterprise Support Value Maps to go directly to the value maps page.