Howto Set Up PCoE

Partner Center of Expertise [PCoE] Certification Program for VAR Partners SAP Channel PartnerEdge SAP Business All-in-One & SAP BusinessObjects

SAP Partner Service Delivery SAP Ecosystem & Channels Stefanie Rindt February 1, 2011

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

Partner Center of Expertise New Support Certification Program

SAP is introducing a new support center certification which covers the entire partner support organization including support staff, support processes and infrastructure

 PCoE Certification is a mandatory pre-requisite for the support authorization of the channel partner in order to deliver first line support

CERTIFICATION OF THE INDIVIDUAL Certified SAP Support Consultant

CERTIFICATION OF THE PARTNER CENTER OF EXPERTISE People. Processes. Infrastructure.

YESTERDAY

© SAP 2010/ Page 4

TODAY

What is Partner Center of Expertise [PCoE]?

Partner Center of Expertise “PCoE”  Is the support organization within the Channel Partner company responsible for service and support of indirect customer’s SAPcentric solutions  Is handling customer’s support requests in accordance with SAP’s standards (current technical and organizational)  Includes qualified support staff and technical infrastructure  Delivers continuity and maintainability of the business processes, applications, and systems

Partner COE certificate = People Certification + Operational SAP Solution Manager + Successful Audit

© SAP 2010/ Page 5

Partner Center of Expertise Certification Overview Summary  Certification validates that the Channel Partner’s support organization fulfills the minimum requirements needed to provide high quality support services to your customers

 During the audit, SAP verifies if defined procedures, guidelines, and templates for support operations are available and comply with SAP support standards  PCoE Certification will be a key differentiator in the marketplace and will allow Channel Partners to advertise their support organization as "certified by SAP" providing a highly marketable asset to your company

Requirements  Channel Partner fulfills the requirements of SAP Enterprise Support in accordance with the SAP support model and is the primary support provider for SAP software  Your support team should be familiar with general support operations and should have the latest qualifications  You should provide a solid foundational infrastructure, SAP Solution Manager, for end-to-end interaction with customers and SAP

Get certified now as Partner Center of Expertise ! © SAP 2010/ Page 6

Partner Center of Expertise Certification Process – Highlevel Overview Prerequisites

Support Consultant Certification

Organizational Certification

Partner E-Learning Curriculum

SAP PartnerEdge Channel Agreement Exhibit 4.x

Setting up a PCoE – Partner Guide

Certification

Online Certification Certification Check Check List List

Remote Audit Audit

SAP

© SAP 2010/ Page 7

On-The-Job Enablement Sessions

On-The-Job Enablement Enablement Sessions Sessions

PCoE Certificate

Partner Center of Expertise Certification Criteria and Program in a nutshell Certification Target group

New and former certified partner

Prerequisite

 SAP Solution Manager (latest SP -3, min. SP23)  At least 2* certified SAP Support Consultants for SAP Business All-in-One and/or SAP

BusinessObjects (C_PXSUP, C_PXSUP_90, C_BOSUP_90)  SAP Certified Application Associate Consultant or SAP Certified Professional Consultant (SAP

Business Objects) or at least two years consulting experience Certification Criteria

Validation of basic support functions**  Support Desk (Support Center)  SAP Solution Manager  Incident Management (Service Desk)  Maintenance Management (Maintenance Optimizer)  System Monitoring (SAP EarlyWatch® Alert)  Remote connection

 Information Management  Service Planning

Check list

Online – download from SAP Service Marketplace

Audit

Remote

Cost

Free of charge (for remote audit)

Certification

Local

Award

Paper certificate “Partner Center of Expertise”

Validity of Certificate

2 years (re-certification at least every two years)

© SAP 2010/ Page 8

* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details * *Outlined in SAP Channel PartnerEdge Agreement Exhibit 4.x

As a Partner: What You Need to Do... Manage the Readiness of Your Support Delivery Your clear path to support excellence. SAP provides all the guidance and information needed for your organization to quickly pass the certification process.

1

2 3 Get Your People Enabled

Get Support Infrastructure in Place

4 5 Establish Your Partner CoE

Deliver Support Excellence

 Understand deliverables and value of new tiered support model (SAP Enterprise Support and SAP Standard Support)

 Certify your support consultants and enable your sales staff

 SAP Solution Manager, enterprise edition (free license)

 Establish your Partner CoE and achieve support certification, both of which are prerequisites for support authorization to provide VAR delivered support

 Re-certification required every two years

Understand Deliverables

 SAP Solution Manager Service-Desk  Going-Live Check (free of charge)

Take advantage of assistance from your Partner Services Advisor (PSA). Your PSA can provide you with valuable guidance on your path to support excellence. © SAP 2010 / Page 9

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

Set up Partner Support Infrastructure

Hotline

Remote Connectivity

Test System

Support Staff

Dedicated Support Hotline A dedicated support hotline should be a singular set of numbers available for use 7x24. It is recommended to have phone routing capabilities or voice mail as an alternative.

Remote Connection Being a mandatory requirement, Partner should ensure that compliance for remote connectivity is generally high within its customer base and its own support infrastructure. An 85% compliance target is recommended.

Test Systems Test systems should be available for all products/releases used by the customer base. These should have remote connection established with SAP.

Support Staff Support staff should be available full time and should be able to show competencies and skills through experience and continuing education. Partner Support Organization has minimum of 2* product-trained (SAP Education certification or at least two [2] years experience), and certified SAP Support Consultants.

© SAP 2010 / Page 11

* For VARs with less than 100 VAR-customers, see SAP Support Authorization Guide for more details

Set up SAP Solution Manager 1/2 SAP Solution Manager Scenarios

Initial Assessment SAP EarlyWatch® Alert

Incident Handling System

Solution Documentation

Maintenance Optimizer & Certificate

Initial Assessment In preparation for SAP Enterprise Support, especially for the delivery of Technical Quality Check delivery with SAP Solution Manager, the VAR should perform one remote setup service (“Initial Assessment”) for the customer solution. The data collected during this setup service shall be validated by the customer and VAR once every year.

SAP EarlyWatch® Alert All productive customer systems should have SAP EarlyWatch® Alert [EWA] data sent to VAR Solution Manager. It should then be processed by the VAR on a quarterly basis (i.e. once per quarter). In cases where the EWA results in a red rating, then additional reviews will be necessary.

Incident Management For VARs it is highly recommended to use the SAP Solution Manager Service Desk for Service Providers for handling the incident management process. It helps customers and partners to accelerate the resolution of support incidents, minimize negative business impacts, and gain 100% transparency on issues and challenges.

Solution Documentation Document technical landscape, business process, and custom codes to prevent critical issues. Thus Project information can be used for ongoing maintenance and improvement. Also, documenting and optimizing custom codes could potentially prevent loss of customizing data and performance. © SAP 2010 / Page 12

Set up SAP Solution Manager 2/2 SAP Solution Manager Scenarios

Initial Assessment SAP EarlyWatch® Alert

Incident Handling System

Solution Documentation

Maintenance Optimizer & Certificate

Maintenance Optimizer &Certificate The Maintenance Optimizer should be operational to ensure a consistent management of all software and configuration updates and changes on VAR and customer systems. The automatic distribution of the Maintenance Certificate for customers via the SAP Solution Manager system and Optimizer improves the quality of your customer’s SAP solutions by preventing patches from being deployed to the wrong system accidentally.

NOTE: Depending on the supported solution the usage of the listed Solution Manager scenarios can differ. Please contact your Partner Services Advisor for more details. © SAP 2010 / Page 13

Set up Partner Support Processes Incident Handling

Handling Complaints and Escalations

Incident Handling Support processes should exist, is used with day-to-day operations, and should be documented clearly and in line with the incident management system.

Handling Complaints and Escalations Similar to complaints, escalations should have clear ownership for resolution, identified action plans, and constant monitoring and communication until its resolution. In cases where SAP becomes involved it is also a necessary requirement to have remote connectivity available to ensure that assistance can be provided by the SAP Support network globally and around the clock.

© SAP 2010 / Page 14

Set up Marketing & Communications Presentation of Support

SAP Communication

Presentation of Support A support-specific presentation material should exist and is actively used for both prospects and customers. It should have comprehensive information on support offerings, support processes, infrastructure, as well as contact methods.

SAP Communication VARs should always be kept abreast of any new strategies, offerings, and events within the SAP community. Thus, a VAR should have regular and ongoing communication with their different interfaces to SAP. These regular contact points are the SAP Channel Manager and the SAP Partner Services Advisor .

© SAP 2010 / Page 15

Set up Continuous Improvement Processes Support Reporting

Feedback Gathering

Service Improvement

Support Reporting Reporting on support process compliance as well as support performance should be generated on a regular basis and should be available for support staff, customers, and management. Support reports should be aligned with support-specific targets and contractual commitments.

Feedback Gathering Have regular meetings with support staff to discuss experiences, issues, action items, and ongoing performance. All meetings should be properly documented and reviewed. Also, regular survey sessions should be conducted with customers at least on an annual basis. Feedback should be requested for relevant factors such as efficiency, solution quality, staff competence and behavior.

Service Improvement There should be options available for process improvement that are regularly reviewed and discussed with relevant parties. This should generally be spearheaded by Support Management.

© SAP 2010 / Page 16

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

Certification Engagement Procedure 5 steps

Checklist Checklist can be downloaded from SAP Service Marketplace Checklist has to be completed, with attachments when necessary. Return checklist to SAP via a customer message from partner Solution Manager under component “SV-BOREQ” with subject “Request Partner COE Certification”

Assessment SAP receives Checklist from Partner SAP (via point-system) determines Partner compliance scale. Partners not meeting minimum requirements receive a detailed Assessment Report with recommendations for improvements. Partner meeting minimum requirements receive an invite letter for remote audit. Partner fails Assessment twice, fails certification.

Preparation

Audit

Judging

SAP conducts introductory session on PCoE requirements

Certification Report drafted and submitted to judging personnel

Partner schedules remote audit with SAP and prepares team for audit session.

Interviews made with key support personnel and/or customer.

Review of critical areas with decision to award or fail.

SAP sent meeting request and audit agenda.

Discussions and clarifications of support processes, offerings, roles, tools, and procedures.

Partner receives letter / Assessment Report With Invite

With Assessment Report Partner reviews recommendations and applies improvements. Notifies SAP of completion and returns to Assessment phase.

Demonstration of key applications and SAP Solution Manager

Partner notified via email cced to relevant SAP contacts. Soft copy of Certification report sent via email PCoE certificate signed by SAP and sent to Partner

PCoE Audit – Agenda Time

Agenda

Participant

30’

Introduction to Support Certification

SAP

30’

Presentation of Support Services1



60’

Presentation of Problem Reporting Tool2



break 45’

Interview, Support Manager3

SAP, VAR Support Manager

15’

Interview, Support Staff (Helpdesk)4

SAP, VAR Support Staff

break 20’

Interview, Support Staff (Technical)5

SAP, VAR Support Staff

20’

Interview, Support Staff (Functional)6

SAP, VAR Support Staff

30’

Systems Check & Testing7

SAP, VAR Support Staff

45’

Summary & Evaluation

SAP,

Plus 30’

Customer Interview (appointment set up by VAR)

SAP,

intro, how VAR provides services to prospects, customers… problem creation, message processing, forwarding to SAP, reporting facilities, maintenance, backup procedures 3 team KPIs, resources, training, PSA, escalation,… 4 if VAR has a call center or separate dispatcher 5 what happens on very high situations, EWA, MOPZ demo,… 6 demo, process, KPI,… 7 SAP Solution Manager, Test Systems, Remote Connection 1 2

© SAP 2010 / Page 19

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

Completing the PCoE Checklist Walk Through

BEST PRACTICES Ensure you have…  Implemented ALL requirements, incl. SAP EarlyWatch® Alert, test systems on partner side, and remote connections between all parties [SAP, Customer, VAR]  Filled in ALL fields of the checklist  Provided ALL supporting documentation with the PCoE request [ticket to SAP] © SAP 2010 / Page 21

Submitting the PCoE Checklist https://service.sap.com/~sapidb/011000358700001045832010E Prerequisites for your SAP Solution Manager

 

Create a solution in your productive SAP Solution Manager Prepare your productive SAP Solution Manager for the Remote Audit Service Delivery:  Have remote connection for your productive SAP Solution Manager system  Activate SAP Early Watch Alert on your SAP Solution Manager system (Please refer to note 1257308)  Implement SAP Note 1172939  Provide name of the solution and solution landscape description in which your productive Solution Manager system is included and which SAP should use for service delivery  Register your solution at SAP

Sending the PCoE Checklist

  

Open a customer message from partner SAP Solution Manager under component “SV-BO-REQ” with subject “Request Partner COE Certification” Attach completed PCoE Checklist with all relevant documentation Send message to SAP

© SAP 2010 / Page 22

Agenda

1. Overview – PCoE Certification for VARs 2. Prepare for Support Certification   

Set up Partner Support Infrastructure Set up SAP Solution Manager Set up Partner Support Processes  Set up Marketing & Communications  Set up Continuous Improvement Processes

3. PCoE Audit Process

4. Completing the PCoE Checklist 5. Find Information and Enablement

On The Job Enablement Sessions for SAP Solution Manager

General Introduction SAP Solution Manager 1 Business

Start with eLearning for SAP BAiO and/or BOBJ Support Consultant Level 1

1 hour

6 Technical

1 hour

Master Data Concept within SAP Solution Manager Service Desk

Service Desk Advanced 10 Technical

1 hour

Preparation for installing Solution Manager Prerequisites, Tips & Tricks, Best Practices

7 Technical

1 hour

SAP Solution Manager Service Desk – VAR Scenario Configuration Part I

11 Technical

8 Technical

1 hour

12 Technical

© SAP 2010 / Page 24

1 hour

SAP Solution Manager Service Desk – Service Contracts and Service Level Agreements

1 hour

Solution Documentation for VARs - Basic Requirements

http://channel.sap.com

1 hour

SAP Solution Manager Service Desk – Organizational model/ Support team set-up

SAP Solution Manager Service Desk – VAR Scenario Configuration Part II 9 Technical

•Goto

1 hour

SAP Solution Manager Service Desk – Action and Configuration

1 hour

SAP Solution Manager Maintenance Optimizer – Introduction 4 Technical

1 hour

1 hour

New Functions for VARs within Solution Manager SP23 3 Business

5 Business

Introduction to SAP Solution Manager Service Desk – Functional Overview

SAP Solution Manager Enterprise Edition 2 Technical

SAP Solution Manager Essentials for VARs

• Education • SAP Business All-in-One or SAP BusinessObjects • Role-based Training • Support Consultant • On-The-Job Enablement for SAP Solution Manager

On The Job Enablement Sessions for Enterprise Support General Introduction Enterprise Support 1 Business

1 hour

SAP Enterprise Support for VARs – Introduction and High Level Overview of SAP Enterprise Support 2 Business

1 hour

5 Technical

1 hour

SAP Enterprise Support for VARs – Mission Critical Support 6 Technical

SAP Enterprise Support for VARs – Partner Enablement

3 Business

7 Technical

1 hour

1 hour

SAP Enterprise Support for VARs – High Level Introduction into Run SAP Methodology

SAP Enterprise Support for VARs – Mission Critical Support Prerequisites II: Setup Service

4 Business

8 Business

1 hour

http://channel.sap.com

© SAP 2010 / Page 25

General Introduction Standard Support 9 Business

1 hour

Standard Support Option for VARs – Requirements and Processes

1 hour

SAP Enterprise Support for VARs – Mission Critical Support Prerequisite I: SAP Early Watch Alert

SAP Enterprise Support for VARs – How to set up a Support Centre

•Goto

Support Processes, Services & Infrastructure

Direct access to partner enablement calendar

1 hour

SAP Enterprise Support for VARs – Proactive and Reactive Remote Service Portfolio

• Education • SAP Business All-in-One or SAP BusinessObjects • Role-based Training • Support Consultant • On-The-Job Enablement for Enterprise Support

Assets & Guides on SAP Portals Channel Partner Portal & SAP Service Marketplace SAP Service Marketplace

INTENTION

INTENTION

 Information on Support Infrastructure and PCoE

 Information about the support offerings & models

KIND OF INFORMATION

KIND OF INFORMATION

 Technical information and assets  PCoE Audit & Process

 Technical & Sales Information

TARGET OF INFORMATION

TARGET OF INFORMATION

 System Administrator and Support Consultants

© SAP 2010 / Page 26

Channel Partner Portal

 All

SAP Solution Manager on SAP Support Portal at http://service.sap.com/var-partner

You will find more information on SAP Solution Manager and support processes at http://service.sap.com/varpartner This information will be continuously updated and extended.



Getting Started for VARs



SAP Solution Manager Setup for VARs



Setup-, Training-, and HowTo Documents for VARs



Partner Center of Expertise Certification Program

Guided Implementation workshop – Calendar SAP GoingLive Check for VAR Service Desk - Detailed Approach Expert

© SAP 2010 / Page 27

Thank you!

© SAP 2009 / Page 28

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