Management of organisational changes
Outsourcing
The tool records specific process steps, while the user operates the SAP R/3 4.6C application we use. Here's how. Together with the user of a department, a transaction is triggered in the ERP system. The recording of the process takes place simultaneously in the background. It can then be displayed as often as you like in the "see it mode" of the ondemand software. An extension is the playback in the "Try It" or "Do It" mode. In this case, the tool moves the end user to the appropriate input fields of the mask during the SAP session with the cursor. It does not matter whether the user works in a test environment or in the production system for self-training. The Do It variant shows the ERP user in a small window, where the next step in the SAP application has to be taken. In this form of knowledge transfer, the specialist user works independently according to the workflow scheme configured in the SAP system. The advantage: After a basic instruction, the other intensive support is almost completely eliminated. If there are changes in the process flow, the recorded film can be adjusted in the right place. After republishing the sequence, it will be available to ERP users. In our company, we have stored and published the complete instructions on the intranet. All SAP users can view the films recorded in XML format. If the employee has appropriate permissions, he or she will be guided through the transactions. If he has any questions, he has an online help. If it is not enough, the records can also be published as a Word file. For 18 different reports in the SAP module for project control, Word documents in a volume of about 100 pages are generated automatically by the ondemand tool. These files are available with full table of contents, page formatting, screen screens and, if necessary, reports (in Excel format). In about four weeks we recorded all SAP modules using the Personal Navigator and documented them as described. The offer can be revised and extended at any time. After a rollout, users often want more advanced functions that go beyond the standard runs. The tool is also suitable for documenting these. For a later integration test, the records shall be used to compile the documentation.
SAP Transformation Hub is a team of highly qualified experts and corporate architects. With its outstanding expertise, it supports SAP MaxAttention customers in their architectural planning.
Rapid assistance in case of shortages
Almost a fifth of them were positive or neutral about the more "expensive" support model Enterprise Support. A total of 42% of those surveyed see this as a low or no added value. Interestingly, almost 40 percent did not say anything about this topic. Nevertheless, a positive trend is emerging. In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support. "The benefits of Enterprise Support, such as free services, have not yet been widely publicised by customers. The Enterprise Support Academy launched by SAP, which is an educational institution, is promising, but should receive even more attention," concludes Andreas Oczko. Nevertheless, SAP is still calling for standard support to remain in focus. The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels. We need to create more transparency about what service is included in which support contract. The information day is free of charge for SAP customers, it presents topics around enterprise support. The target group is customers who have an Enterprise Support Maintenance Agreement or are interested in it.
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The "Shortcut for SAP Systems" tool is an excellent tool for handling many tasks in SAP Support more easily and quickly.
The SAP Solution Manager is available for on-premise focused customers.
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Business processes throughout the company are constantly changing.