Over time, an IT infrastructure can become a highly complex system – even though each application is simple on its own. The key is having the right services and support on hand to deliver an IT infrastructure that is agile, flexible, and simple. And for the business, that means maximized investments and employees who are free to engage in transformative efforts.

As three industry executives proved in the SAPPHIRE NOW session “Follow a Simple Unified Approach to Services and Support,” it is possible to overcome complexity and achieve better business outcomes. The panel featured Ugo Orsi, vice president, application service management, Loblaw Companies; George Kuntz, vice president, EIT shared services – SAP Center of Excellence and corporate systems; and John Marwick, senior director of shared services, McKesson Corp.

According to Orsi, “With the maturity we are achieving from establishing an innovation control center, we can start looking at how we can reduce complexity. And one way we achieved this is by following SAP standards. As a result, we were able to cut customizations by nearly half – reducing our costs.”

Kuntz concurred with Orsi by stating, “The innovation control center process and team have allowed a focus to be driven on how we want to define the requirements and look for that systemic investment as they’re driving the overall solution.”

But the real benefit from Marwick’s perspective is the ability to converge a variety of technologies in a manner that makes sense for the business. “When you compare the technology available to us five years ago to where we are today, the discussion with SAP is completely different,” he acknowledged. “By talking to SAP in a one-service mode, we are going to be successful because there are so many pieces we have to look at.”

For more insights about simplifying and unifying IT with SAP Service and Support offerings, watch the replay of this panel discussion.

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