Implementing SAP Customer Competence Center

Boris Otto, Jörg Wolter (Autoren)

Buch | Hardcover

169 Seiten

2008
SAP Press (Verlag)
978-1-59229-258-5 (ISBN)

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This book is your comprehensive guide to the building, development, and operation of an SAP Customer Competence Center. As the principal reference on SAP CCC, it brings together strategic advice, practical instruction, field-tested examples, and best practices. Each area of SAP CCC -- from developing and establishing an SAP CCC strategy to creating and enabling employees -- is addressed sequentially, as it would be in an actual project. Definitive advice regarding the operation of a CCC and numerous examples based on the authors' project experiences bring these concepts to life. Readers get a detailed overview of key success factors for the setup and operation of SAP CCC and learn how best to develop the strategy needed for an efficient and effective support organization. Plus, discover best practices and procedures for the implementation of SAP CCC and its integration with the enterprise. In addition, benefit from an in-depth look at the service portfolio that SAP offers in order to support enterprises in setting up, and further developing SAP CCC.
Finally, the authors also provide an outlook on current and future trends -- including Enterprise SOA and Expertise on Demand -- in order to shed light on their relevance for the support organization.

Boris Otto is a Senior Business Consultant at SAP Business Consulting EMEA where he is in charge of the portal competence team. He has several years experience in program management for SAP EP implementations and rollouts for major German companies. As Principal Business Consultant at SAP Business Consulting EMEA, Joerg Wolter is responsible for the development of service portfolios. At the moment, he is advising an international trade company in designing a portal strategy and in questions of profitability.

1 ... Introduction ... 13 ... 1.1 ... Goals of this Book ... 13 ... 1.2 ... Target Group ... 13 ... 1.3 ... Structure of the Book ... 14 ... 1.4 ... Terminology Used ... 15 ... 1.5 ... Acknowledgements ... 16 2 ... An Overview of SAP CCC ... 17 ... 2.1 ... Driving Forces ... 17 ... 2.2 ... Tasks ... 18 ... 2.3 ... Fields of Activity ... 19 ... 2.4 ... Success Factors ... 21 ... 2.5 ... Real-Life Priorities ... 21 3 ... Developing SAP CCC Strategies ... 23 ... 3.1 ... Motivation ... 23 ... 3.2 ... Mission Statement and Vision ... 24 ... 3.3 ... Derivation from Business and IT Strategy ... 26 ... 3.4 ... Strategy Components ... 28 ... 3.5 ... Management System ... 32 ... 3.6 ... Roadmap ... 34 ... 3.7 ... Benefit Contribution ... 34 ... 3.8 ... Summary ... 35 4 ... Governance for SAP CCC ... 37 ... 4.1 ... Goals and Tasks ... 37 ... 4.2 ... Functions of SAP CCC ... 38 ... 4.3 ... Role Model ... 39 ... 4.4 ... Assigning Responsibilities ... 44 ... 4.5 ... Alternative Organizational Structures ... 47 ... 4.6 ... Make-or-Buy Decisions ... 50 ... 4.7 ... Risk Management ... 51 ... 4.8 ... Standard Documents ... 54 ... 4.9 ... Summary ... 58 5 ... Processes of SAP CCC ... 59 ... 5.1 ... Process Model ... 59 ... 5.2 ... Process Standards for SAP Application Operation ... 67 ... 5.3 ... Service Level Management ... 69 ... 5.4 ... Service Desk and Incident Management ... 72 ... 5.5 ... Information Management ... 79 ... 5.6 ... Contract Management ... 83 ... 5.7 ... Coordination of Development Requests and Change Management ... 84 ... 5.8 ... Procedure for Developing the Process Model ... 88 ... 5.9 ... Summary ... 92 6 ... Architecture Management and SAP Solution Manager ... 93 ... 6.1 ... Architecture Management ... 93 ... 6.2 ... Architecture Standards ... 96 ... 6.3 ... SAP Solution Manager ... 98 ... 6.4 ... Implementation of SAP Solution Manager ... 104 ... 6.5 ... Value Assessment for SAP Solution Manager ... 104 ... 6.6 ... Summary ... 106 7 ... Competences and Qualification for the CCC Organization ... 107 ... 7.1 ... Key Qualifications ... 107 ... 7.2 ... Qualification ... 110 ... 7.3 ... SAP Learning Solution ... 113 ... 7.4 ... Summary ... 116 8 ... Procedure for Establishing SAP CCC ... 117 ... 8.1 ... CCC Maturity Degree ... 117 ... 8.2 ... Developing the Roadmap ... 120 ... 8.3 ... Organizational Change Management ... 122 ... 8.4 ... Summary ... 124 9 ... SAP Services for the CCC Organization ... 125 ... 9.1 ... CCC Community ... 125 ... 9.2 ... SAP CCC Service Portfolio ... 126 ... 9.3 ... CCC Certification Program ... 130 ... 9.4 ... Summary ... 132 10 ... Outlook ... 133 A ... Roles ... 139 ... A.1 ... Business Area: User ... 139 ... A.2 ... Business Area: Key User ... 139 ... A.3 ... Business Area: Business Process Champion (Business Domain Owner, Business Process Expert ... 140 ... A.4 ... IT: Service Desk Agent ... 141 ... A.5 ... IT: Application Management Expert ... 143 ... A.6 ... IT: Business Process Expert ... 144 ... A.7 ... IT: Interface/Integration Expert ... 145 ... A.8 ... IT: Technology Expert ... 146 ... A.9 ... IT: Technical Administrator ... 146 ... A.10 ... IT: Development Expert ... 148 ... A.11 ... Enterprise SOA: Enterprise Service Developer ... 150 ... A.12 ... Enterprise SOA: Enterprise Service Tester ... 151 ... A.13 ... Enterprise SOA: IT Infrastructure Architect (Technical Architect) ... 152 ... A.14 ... Enterprise SOA: Enterprise Service Portfolio Manager ... 153 ... A.15 ... Enterprise SOA: Enterprise Service Owner ... 154 ... A.16 ... Enterprise SOA: Enterprise Service Architect ... 155 B ... Management of Global SAP Templates ... 157 ... B.1 ... Concepts and Scenarios ... 157 ... B.2 ... Request Process ... 160 C ... Literature ... 163 D ... The Authors ... 165

Erscheint lt. Verlag	30.12.2008
Reihe/Serie	SAP Press
Verlagsort	Maryland
Sprache	englisch
Maße	175 x 229 mm
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Informatik ► Weitere Themen ► SAP
	Wirtschaft ► Betriebswirtschaft / Management
ISBN-10	1-59229-258-5 / 1592292585
ISBN-13	978-1-59229-258-5 / 9781592292585
Zustand	Neuware