SAP and SUGEN mark enterprise support milestone
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Collaboration between SAP and the SAP User Group Executive Network (SUGEN, the global collective of SAP user groups) has resulted in a defined 'engagement methodology' for SAP Enterprise Services Support, as well as case studies and best practice information.
Thomas Schierwagen – programme leader for the SAP Enterprise Support Charter Team and on the board of directors for the Swedish user group (SAPSA) – says the users now have a real choice of support offerings.
"We are pleased that our work has resulted in milestones that support that choice, by enabling knowledge transfer and best practice sharing among the global customer community," says Schierwagen.
In addition to knowledge transfer and KPI refinements, the SAP/SUGEN collaboration has enabled the delivery of a scalable engagement methodology, he explains, which gives users a clear road map for SAP Enterprise Support.
Dr Uwe Hommel, executive vice president and head of SAP Active Global Support, explains that the methodology provides users with end-to-end coverage and security for their solutions.
He also points our that it includes access to the newly-launched SAP Enterprise Support Academy, which provides a repository of guided self-services and direct access to SAP Active Global Support experts for everything from training to best practices and remote support.
"By rolling out these enhancements, customers can realise the benefits of SAP Enterprise Support faster and subsequently reduce their total cost of operations," he insists.
"As a result of the dialogue between SAP and the user groups, customers now have choice and can focus on the value proposition of SAP Enterprise Support," adds Tonnie Van der Horst, SUGEN chairman and president, VNSG. "We are pleased with the success of our joint efforts and look forward to creating more value for SAP customers in our continued collaboration."
