SAP01 Customer Service Network

May 2012

SAP Service Marketplace is a one-stop Internet platform for a broad range of support services for SAP Business Suite solutions and collaborative business across the SAP community. You can use Service Marketplace to download software, make consulting requests, or request proposals for hardware sizing. It is a convenient, centralized access point for discussions in SAP communities as well as service and support resources for SAP Business Suite solutions.



SAP support offers various services to its customers and does continuous quality checks. It not only helps to resolve issues fast but also helps you avoid the risks of problem occurrence. It has a direct and personal link into the support organization and provides active guidance and support to the customer in achieving effective business operations.

As mentioned in the slide, SAP support options are streamlined and are based on a particular problem faced by the customer. Customer Messages provide information on problem resolution. Likewise, Service Connection is of help if you need remote connection for support. If customers need to download correction to software, then they need to go to SAP Online Correction. In case the customer needs to maintain the user data, SAP provides support through User Data Administration. If a customer needs to edit company data, then they need to seek support from Customer Data.

The SAP Help Portal is an online library for all web-based documentation of SAP. This is free of charge and can be accessed through Here, you can search for the information you need by browsing the glossary. The documentations stored are complete and contain information about, the e-business platform, and SAP R/3. The SAP Help Portal provides you with a functional overview of all SAP system transactions. Information classes include system components, objects, functions, processes, and step-by-step procedures.


The SAP Services Map is a graphical path that displays the services offered by SAP for different stages of the business solutions. Since it is graphically represented, you can understand easily what services SAP and SAPís partners supply during the various phases of customerís life cycle.

To make it more convenient to use, SAP has broken the SAP Services Map into two levels:

        Level I gives a broad picture of the major requirements and processes for managing an information technology solution. The processes are arranged into categories representing the major life cycle phases Ė Discovery & Evaluation, Implementation, and Operations & Continuous Improvement.

        Level II offers a more detailed view of the specific activities and provides references for the available services, methodology, and tools that address the requirements. There are links to each point that indicate how SAP and its partners fulfill these service requirements.

In the previous slides, you were given information on different types of online support that SAP has to offer. Here, we will discuss the consultation services that SAP and its partners provide. These are remote and on-site services. The goal of these services is to help you monitor and optimize the performance and availability of your system landscapes. They too assist in minimizing the system operation risks.

In a remote mode of service, SAP experts can login to your solution manager system and deliver the services through the connections, such as, SAP EarlyWatch, SAP EarlyWatch Alert, SAP GoingLive TM, GoingLiveTM Functional Upgrade Check, and SAP OS/DB Migration.

Various on-site services that SAP offers are Technical Operations Consulting, Consulting Packages, and Continuous Business Improvement. SAP staffs cater your needs at your site and can provide comprehensive assistance in all aspects of your business processes.

SAP Solution Manager is the central navigation platform for the key activities in an operation. It provides the ability to manage a productive environment from a solution landscape perspective versus component focused. It also has the capability to manage multiple landscapes from a central platform.

As you can see on the slide, the focus of the SAP Solution Manager is on the key functions for operations, such as services and service delivery, solution and business process monitoring, and the SAP solution manager support desk. SAP software components can be monitored via RFCs or external agents. Non-SAP software components can only be monitored via agents. There is also a remote connection to SAP that you can open for expert help Ė Service Market Place or SAP Support Back Office.

Knowledge transfer is a never-ending process. There are several factors that make the knowledge transfer important. New software and upgrades are installed, business processes change, and technical infrastructures are modernized. Additional knowledge and new skills are needed for continued operation of these functions. Thus, it is essential to transfer knowledge to all the people responsible.

SAPís Knowledge Transfer is an innovative, powerful tool. This is designed to help you create, edit, and supply interactive, electronic, self-learning units. Here, the SAP tutor plays an essential role and provides employees the knowledge necessary in a workplace. This knowledge is supplied through several options, such as classroom training, self-study options, e-Learning, end-user training, SAP academy, and customer site training.