SAP Services & Support L1

Accelerate Business Results and Impact
Realizing Value Together

April 6, 2022
PUBLIC
Your Success is What Matters
Our focus is to help you get immediate value and long-term results.
© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 2

SAP is Here to Help: Unmatched Experience and Expertise
A suite of options – a lifetime of business impact.
Services and Support Portfolio

Unmatched Experiences and Expertise from SAP
Managed Business Project Success

Services  industry and LoB services
 change and project management
Select  innovation and new technologies
SAP MaxAttention™ Cloud
SAP ActiveAttention™ Partner Success
SAP Business Journeys
Application  partner enablement services
Services  project support and
implementation services
Success Success Success

Advanced
SAP Preferred Success Experiences Extensions Services
Essential Activation and

SAP Enterprise Support Optimization Learning Success
Embedded Launch Activities Services  enablement services

Essential Success Experiences From SAP
Establish the Foundation for Your Success
Get your mission-critical solution up and running and
offering value from the start and for the long-term .
Select
SAP Enterprise Support

SAP’s flagship support offering that delivers:
• Proactive, mission-critical support, enablement,
Success best practices, innovation, and insight
Advanced
Experiences
• Continuous improvements and value for
your business
• Ongoing application lifecycle management
Essential

SAP Enterprise Support: Here’s How It Works
Collaboration Empowerment Innovation and Mission-critical

Receive prescriptive Gain required value realization support
guidance knowledge and skills Benefit from Protect business
continuous innovations continuity
Proactive
and preventive SAP Enterprise Support Across all
deployment
powered by application lifecycle management capabilities options
support

Establish the Foundation for Your Success
Get your mission-critical solution up and running and
offering value from the start and for the long-term .
Select
Advanced
Success Embedded Launch Activities
Experiences Content and guidance to help you prioritize and
launch the cloud functionality that will deliver
quick time to first value.
Essential

Embedded Launch Activities: Accelerate the Impact of Your SAP Solution
1 2 3
Guided Enablement Demo Environment Adoption Touchpoints
A clear framework for Preconfigured, so you can identify Track user enablement
successful deployment which processes you want to adopt
Measure process-specific
Introductory meeting to walk Enriched with sample data to run leading adoption
through journey practice processes and identify what you
want to adopt for productive use Share results against your KPIs
Self-paced enablement content
Guided through navigation that
Q&A sessions to address delivers clear “how-to” tips
content questions

Embedded Launch Activities: Collaboration is the Key to Your Success

Customer
System Provisioning
Baseline Configuration
Adoption Touchpoints
Knowledge Transfer Deployment

Embedded Consulting
Proactive Guidance & Extension
Launch Services Services
Activities
Partner
Advanced Success Experiences From SAP
Focused Guidance to Reach Your Goals
Advanced support and personalized success plans
to help you maximize the value of your investment.
Select
SAP Preferred Success
• Personalized roadmap for everything
from workflows to UX to culture
• Insight-driven recommendations to help

Success
Advanced Experiences
you achieve your business outcomes
• Customer success partner to collaborate

with you and guide you along the way
Essential

SAP Preferred Success: Drive Continuous Value
Feature Adoption Planning and In-depth Targeted

Success Checks Release Guidance Training Programs
Maintain your peace of mind throughout Helps you plan for relevant feature Empower your key users and
deployment and provide great return on adoption to reach desired business administrators with knowledge on relevant
your investment outcomes topics and best practices
Advanced Support and Enhanced Leading Experts

Target SLAs Drive your cloud strategy and derive superb
Receive quicker initial incident response value from our cloud solutions
times and resolution targets for non defect-
issues
SAP Preferred Success: The Total Economic Impact
380% Return on
investment
faster
17%
$1.77M
implementation Net present value
over a 3-year period
efficiency improvement due

30% to business process optimization It is very useful to have someone
at SAP looking at new features
and thinking about how they
faster incident could be relevant for us.
40% resolution
IT finance director,
logistics
This document is an abridged version of a Forrester Consulting case study commissioned by SAP titled: The Total Economic Impact™ Of SAP Preferred Success, July 2021. Read the full study.

Select Success Experiences From SAP
Hands-On Expertise to Drive Innovation Across Your Company
Move innovation from boardroom discussions to
money-saving, sales-driving, transformational reality.
Select
SAP MaxAttention™
SAP ActiveAttention™
• Receive a multi-year, exclusive experience from
a dedicated SAP team
Success
Advanced • Identify and tackle challenges in multi-cloud and
Experiences
hybrid scenarios and with cross-LOB solutions
• Tackle strategic challenges and opportunities to
transform your entire business
Essential

SAP MaxAttention / SAP ActiveAttention:
Build and Execute a Future-Focused Strategy
Business
Process
Analytics
Utilize
Operate
Increase value of existing
Drive simplification and cost SAP solutions by improving user
reduction of your IT landscape experience, data access and quality,
and operations security, or increasing process
Run Better Use Better integration
Business Joint Business

Adoption Strategy Model
Extend Use Build New

Harvest Innovate
Get more value from SAP solutions, Exploit the business value of all SAP
further standardization and capabilities to enable a new business
harmonization of processes model and capabilities
Change
Management

SAP MaxAttention / SAP ActiveAttention:
Enable Every Enterprise to Become an Intelligent Sustainable Enterprise
With the highest level of collaboration and expertise, we help you master your cloud and hybrid landscapes and accelerate
edge technology adoption during your transformation.
All SAP Cloud

Cloud RISE with SAP Industry Sustainability
Solutions
Transition to Take the Journey to Drive Innovation with Build a
Cloud SAP S/4HANA or Industry Cloud Sustainable
Comprehensive Solutions SAP S/4HANA Solutions and Intelligent
solution coverage, Hybrid from SAP Cloud, private Industry 4. Now, Enterprise
from discovery to edition e.g.:
operations. • Consumer Products
• Automotive
• Retail
On-
premise

SAP MaxAttention: Cost Savings and Business Benefits
Improved Business Continuity

30% faster critical incident resolution
Accelerated Implementation
30% faster implementation
194% Improved Innovation

20% faster innovation cycle
ROI Enhanced Business Value

15% average project ROI increase
Streamlined IT Operations
5% reduction in total operations costs
Increased Stability
20% reduction in support issues
Source: https://www.sap.com/maxattention-tei – The Total Economic Impact™ (TEI)
of SAP MaxAttention™ study, an October 2019 study conducted by Forrester
Consulting and commissioned by SAP to analyze the potential benefits and ROI
enterprises may realize by leveraging the New SAP MaxAttention.
Financial Summary Benefits are three-year risk-adjusted and representative of a

composite organization based on characteristics of the interviewed organizations.

Select

Success • Short-term engagements with SAP experts
Advanced
Experiences • Include planning, execution, or quality
assurance, education, or guidance for a single
challenge
• Pre-packaged based on specific technical
objectives or business outcomes
Essential

Discovery business journey for RISE with SAP: Build a
Foundation to Accelerate Your Move to the Cloud
Answer key planning questions.
Outline the right landscape for your

vision and needs.
Identify impact on current processes

based on system usage.
Recommend an implementation scenario.
Develop functional and technical scope.

Discovery business journey for RISE with SAP:
Here’s How It Works
What does SAP do? What do customers have to do?

 Provide SAP know-how and methodology  Provide business and IT context and
requirements
 Prepare and moderate on-site or remote
workshops  Support workshop prep, scheduling,
participation
 Perform analysis with proprietary tools
 Provide both business and IT experts
 Develop architecture and options plus
and inputs
platform strategy
 Support documentation and approval
 Define implementation/rollout strategy and
of results
roadmap
 Conduct evaluation
 Document results and prep deliverables
 Coach architecture transformation

Hyperscaler transition business journey for RISE with SAP:
Bring Certainty and Efficiency to Your Cloud Transition
Cover planning and execution to move one

system landscape to a hyperscaler.
Set a clear plan for landscape migration.
Identify ways to reduce high database volumes.
Move systems to SAP HANA Enterprise

Cloud without disruptions.
Manage and minimize risks through the

transition and to go-live.

Hyperscaler transition business journey for RISE with SAP:
Here’s How It Works
What does SAP do? What do customers have to do?

 Prepare project plan and align with you  Provide the IT infrastructure and remote
system access to SAP team
 Support your choice of options – what’s in and
what’s out  Ensure consistent, stable, fast remote
support/service at all times
 Advise you in Strategic Planning (optional)
 Provide business and IT contacts
 Execute the migration
 Document preferred options
 Transfer knowledge to your operations team
 Execute testing after migration
 Assist with go-live support
 Go-live support
 Outline data volume and sizing issues findings
and optimization proposals, if applicable
 Run workshops, if necessary



Advanced


Success Extensions From SAP
Get Extra Attention to Accelerate Your Success
Pre-packaged and predefined services and subscription
to fine-tune your Success Experiences.
Managed Business Services
Maximize ROI after deployment.
• Outsource key business functions to SAP experts
• Free-up your team’s time by taking day-to-day process
management off their plates
Cloud Application Services

Speed up innovation and adoption throughout your cloud journey.
Success • Let SAP experts handle day-to-day operation of your
Experiences application landscape
Success
• Cover application management, data management, security,
Extensions and testing
Activation and Optimization Services

Simplify initial deployment and post go-live optimization to
accelerate time to value.
• Safeguard deployment and fast-track go-live
• Optimize solution functionality and business processes


Advanced


Success Services From SAP
Tailored and Highly Personalized Services
Address highly complex customer scenarios, emerging markets,
or new products and technologies.
Project Success
 industry and LoB services
 innovation and new technologies
Success
Services Partner Success
Success Success  partner enablement services
Experiences Extensions
 project support and
Learning Success
 enablement services



Advanced


Your Success is What Matters
Holistic guidance to bring immediate value and long-term success.

SAP Services & Support L1

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Accelerate Business Results and Impact

Realizing Value Together

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 2

Services and Support Portfolio

Managed Business Project Success

Success Success Success

Essential Activation and

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 3

SAP Enterprise Support

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 4

Collaboration Empowerment Innovation and Mission-critical

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 5

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 6

Embedded Launch Activities: Accelerate the Impact of Your SAP Solution

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 7

Embedded Launch Activities: Collaboration is the Key to Your Success

Knowledge Transfer Deployment

• Insight-driven recommendations to help

• Customer success partner to collaborate

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 9

Feature Adoption Planning and In-depth Targeted

Advanced Support and Enhanced Leading Experts

efficiency improvement due

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 11

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 12

Business Joint Business

Extend Use Build New

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 13

All SAP Cloud

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 14

Improved Business Continuity

194% Improved Innovation

ROI Enhanced Business Value

Financial Summary Benefits are three-year risk-adjusted and representative of a

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 15

SAP Business Journeys

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 16

Answer key planning questions.

Outline the right landscape for your

Identify impact on current processes

Recommend an implementation scenario.

Develop functional and technical scope.

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 17

What does SAP do? What do customers have to do?

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 18

Cover planning and execution to move one

Set a clear plan for landscape migration.

Identify ways to reduce high database volumes.

Move systems to SAP HANA Enterprise

Manage and minimize risks through the

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 19

What does SAP do? What do customers have to do?

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 20

Managed Business Project Success

Success Success Success

Essential Activation and

© 2022 SAP SE or an SAP affiliate company. All rights reserved. | PUBLIC 21

Cloud Application Services

Activation and Optimization Services

Services and Support Portfolio

Managed Business Project Success

Success Success Success

Essential Activation and