Principal Jobs in Your VAR Support Team Tasks & Responsibilities

Support Consultant
Focus: Incident Management & Mission Critical Support Effort: Full-time, ongoing responsibilities Task & Responsibilities:
Provide 1st & 2nd level support through processing customer messages on different components Root-cause analysis: analyze root-cause of an issue via remote connection and resolve known errors by means of SAP Notes, solved customer messages, documentation or verifying customizing entries or hardware parameters Evaluate problem category and forward to next instance If message processor did not find a solution: report errors and forward them to SAP Support
Requ ired Role 'busi ness critic al'

Support Consultant
Focus: Global Support Backbone including SAP Solution Manager

Requ ired Ro

le

Effort: Part-time, ongoing responsibilities

Notice: Effort is decreasing over time (high effort during implementation of SAP Solution Manager, lower effort during maintenance phase)

Task & Responsibilities:

Plan and perform the implementation of SAP Solution Manager across all related IT-components by setting clear objectives for the system infrastructure, implementation process & integration Further optimize technical system infrastructure

Support Coordinator
Focus: Management Task & Responsibilities:

High

ly Re

Support Consultant
com men ded

Focus: Service Delivery Effort: Part-time, occasional tasks Task & Responsibilities: Plan and perform services focusing on key principles: Continuous improvement Quality management Knowledge transfer Problem resolution

Effort: Part-time, ongoing responsibilities

Plan and coordinate support center Interact with SAP Channel Manager regarding specific support topics Define new services within your Enterprise Support offering

SAP 2009 / Page 1

Support Consultant Focus: Incident Management & Mission Critical Support

Functional Areas
Message Solving Mission Critical Support

Mess age

Proc e

ssor

Key Performance Indicators (KPIs)

Customer satisfaction Productivity (quality / number of customer messages confirmed) Solution rate (relation between confirmed and forwarded messages) Provide 1st & 2nd level support through processing customer messages on different components Root-cause analysis (e.g. via remote connection) Resolve know errors (by means of SAP Notes & solved customer messages) Provide solution or forward issue to next instance (e.g. SAP Support) Deliver Enterprise Support Setup Service Check SAP EarlyWatch Alert reports regularly and take action depending on the status of the alert. Functional knowledge in SAP Business All-in-One Fundamental ABAP know-how Technical skills within Debugging, tracing & verifying complex customizing Excellent customer interaction skills & customer orientation Operational knowledge of SAP Solution Manager Service Desk Experience with Message Search and SAP Notes Database Sound skills of written and spoken English Ability to manage conflict situation at customers side Problem-solving and proactive working skills Ability to work in a team

Tasks & Responsibilities

Product & Process Skills

Competencies

Adm Support Consultant inist rator Focus: Global Support Backbone incl. SAP Solution Manager
Implementation and operation of SAP Solution Manager System administration User satisfaction System availability Plan and perform the implementation of SAP Solution Manager across all related IT-components by setting clear objectives for the system infrastructure, implementation process & integration Establish remote connection (between VAR, customer and SAP) Activate SAP EarlyWatch Alert (for each customer system) Further optimize technical system infrastructure Fundamental knowledge of SAP Solution Manager, e.g. Service Desk Maintenance Optimizer SAP EarlyWatch Alert Knowledge of relational databases and operating systems Technical skills within implementation of SAP notes and support packages, execution of transports or upgrades Experience with implementation and operation projects Sound skills of written and spoken English Ability to work in a team

Functional Areas Key Performance Indicators (KPIs)

Tasks & Responsibilities

Product & Process Skills

Competencies

Support Coordinator Focus: Management

Functional Areas Key Performance Indicators (KPIs) Tasks & Responsibilities Product & Process Skills
Organisation of support center (organisation, people & IT infrastructure) Mission Critical Support Enterprise Support and related value-added services Customer satisfaction Support revenue Plan and coordinate support center Interact with your SAP Channel Manager regarding specific support topics Define new services within your Enterprise Support offering Knowledge of ITIL methodology Functional knowledge in SAP Business All-in-One Ability to build strong relationships (customer, SAP, other partners) Excellent customer interaction skills & customer orientation Communication skills to be able to manage customers expectations Ability to formulate the business requirements of a midmarket customer into a service portfolio / service description Sound skills of written and spoken English Ability to manage a team Ability to manage conflict situation at customers side Problem-solving and proactive working skills

Competencies

As a Partner: What You need to do Establish a Role Concept in Your Support Team
SUPPORT as a competitive advantage
Step 5

Define and develop value added services

Step 1 Step 3

Understand deliverables and value of SAP Enterprise Support

1 2

Get your Sales Executives trained

Approximately 3-5 hours of study each 3 4

Enhance your service & support portfolio

$
Step 2

Get the support infrastructure in place

Upgrade to Solution Manager, enterprise edition

Step 4

Get your Support Consultants certified

SAP Certified Support Consultant.

Key Support Roles in Your Team Train your Support Coordinator Train your Support Consultant Administrator Train & Certify your Support Consultant Message Processor

SAP 2009 / Page 5

Setup Support Center Organization & People Educate Your VAR Support Team
Setup Support Center
Organization, People & IT
SUPPORT INFRASTRUCTURE SAP Solution Manager SUPPORT PROCESSES Incident Management

Support Consultant

Support Consultant

Focus: Administration
Start with E-Learning Global Support Backbone including SAP Solution Manager Continue with Self Test (Web Assessment) Extend your knowledge with Enablement Sessions to SAP Solution Manager Prepare your SAP Solution Manager project with guidelines in Step 2 of the E-Learning

Focus: Message Solving

Start with E-Learning Incident Management and Mission Critical Support Continue with Self Test (Web Assessment) Extend your knowledge with Enablement Sessions to SAP Enterprise Support Take proctored Certification for SAP Certified Associate Support Consultant

Support Coordinator

Focus: Management
Start with E-Learning Support Coordinator Continue with Self Test (Web Assessment) Extend your knowledge with Enablement Sessions to SAP Enterprise Support
SAP 2009 / Page 6

Setup Support Center Organization & People Dedicated E-Learning for A1 Support Consultants

Relevant for all Roles As a Support Consultant Administrator

Introducing SAP Enterprise Support To Channel Partners

Introducing SAP Enterprise Support to Channel Partners Communication with customers

Volume: 6 hours

Global Support Backbone including SAP Solution Manager

SAP System Administration SAP Solution Manager Setup Setup additional functions in SAP Solution Manager

Volume: 8 hours

Incident Management and Mission Critical Support As a Support Consultant Message Processor
Root Cause Analysis I: SAP Fundamentals Root Cause Analysis I: SAP Tools Root Cause Analysis II: Using ABAP Debugger Root Cause Analysis II: Debugging Tools Analyze problem II: Advanced Concepts Find solution: Message Solving Provide solution to customer: Service Desk

Volume: 28 hours

As a Support Coordinator

Support Coordinator
VAR Support Center Management SAP Enterprise Support (Process Optimization)

Volume: 4 hours