RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail

1. RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail June 2011

2. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

3. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

4. Preconfigured IT Service Desk Operation software and services enabling rapid deployment SAP brings together software and services in a new offering that gives you essential IT SERVICE DESK OPERATION functionality quickly and affordably Preconfigured software to eliminate the guesswork Rapid delivery in six to eight weeks, using SAP consulting An affordable priced solution A clear path to your full IT service desk vision .

5. Immediate Value From Pre-configured ContentYou Get What You Need to Run Your Business ‘Out-of-the-box’ Value Adding Quick and Lean Cost-effective Powerful solution for incident, problem, and knowledge management delivered ‘out of the box’ based on SAP IT Service Management Start fast with what’s most important and expand later Clearly defined scope Includes pre-configuration content and knowledge transfer to key users Fast-track implementation methodology Enables you to go live in six to eight weeks Flexible pricing – ‘only pay for what you need’ Attractive fixed-price services Reduced resource requirement from Business and IT

6. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

7. As a CIO, What Are Your Top Issues Today? • Top of mind issues • How do I streamline reactive IT maintenance and support? • How can I quickly adopt best practices and compare these to my industry peers? • How do I implement proactive maintenance? • How do I take control of IT operations budgets and free up funds to invest in IT strategy and implementation? • Where do I start?

8. The Business Challenge • Customer Pain Points • Majority of the operations budget spent reacting to incidents and problems • In-ability to move from reactive to pro-active maintenance • Escalations suck up resources • Poor processes • Lack of insight • Little systematic IT improvement • Customer Goals/Needs • Quickly adopt best practices and compare to the industry peers • Implement pro-active maintenance • Take control of IT operations budgets and free up funds to invest in IT strategy and implementation

9. SAP IT Service Management versus SAP IT Service Desk Operation rapid-deployment solution • * SAP IT Service Desk Operation rapid-deployment solution can be used as a first-step implementation, on top of which further processes, e.g. change management, are implemented on case-by-case basis.

10. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

11. Software to Give You Compelling IT Service Desk Operation Functionality Quickly and Affordably • What‘s in SAP IT Service Desk Operation IT Service Desk Incident & Problem Management Knowledge Article Management Online Monitoring & Reporting • SAP Rapid Deployment solutions value profile Preconfigured software – eliminates guesswork Rapid implementation time in six to eight weeks * Faster time to value than comparative solutions Low cost implementation, fixed scope, and fixed price Simple buying process A clear path to your full IT service desk vision • Key Benefits: Provide IT service desk agents with an easy-to-use application interface for working in a wide array of communication channels Capture, document, track, investigate, and resolve all user requests – from creation to solution implementation Document solution-related content and provide this information – through search functionality – to both the IT service desk agents and end users Enable concise reporting and monitoring of IT service processes and performance * Actual implementation time depends on customer requirements and specific customer situation.

12. IT Service Desk • IT Service Desk • According to the Information Technology Infrastructure Library (ITIL), an IT service desk is a primary IT capability involved inpracticing IT service management (ITSM). The IT service desk is intended to provide a single point of contact (SPOC), which can help organizations meet the communications needs of their users and IT staff while satisfying both customer and IT provider objectives. • Key Process Flows Covered Account/customer and employee identification with identification of configuration items Role-based access Integrated knowledge article search and provisioning Access to incident and problem management Agent inbox Rule modeler for ticket dispatching Optional integration with SAP Business Communication Management or third-party telephony system

13. Incident and Problem Management • Incident and Problem Management • An incident is an exception to standard IT operations that interrupts or reduces the quality of a service. With the rapid deployment solution for SAP IT Service Desk Operation, organizations gain best practices for supporting the process of managing incidents. This offering enables service desk agents to resolve incident-related issues quickly and efficiently. • Key Process Flows Covered Auto complete Discovery of related problems and knowledge articles Dispatch Display of object relationships Knowledge article integration Follow-up transactions Related transactions Processing log E-Mail Response Management System Service Level Agreement with one response profile and one reaction profile (only valid for Incident Management)

14. Knowledge Article Management • Knowledge Article Management • To ensure efficient incident processing, organizations can use knowledge articles - as part of implementing SAP IT Service Desk Operation - to help IT support personnel share information on known issues. With • such functionality, the IT team can more effectively resolve processing issues. • Key Process Flows Covered Faster access to specific information through categorization and full text search Multilingual and multiple text authoring Attachment capability and special authorization scopes

15. Online Monitoring and Reporting • Online Monitoring and Reporting • The rapid deployment solution for SAP IT Service Desk Operation provides organizations with clarity. With this offering, they can also gain built-in flexible reporting, graphical analysis functionality, and as an optional add-on functionality, a key performance indicator dashboard and related reports. • Key Process Flows Covered Online list reporting for fast and easy access to list reports for all IT service processes and objects, including graphical display. Monitoring of IT health according to various criteria, such as status, priority, and service team incidents, among other issues Easy export of a result lists into Microsoft Excel.

16. Detailed Scope

17. Key Deliverables • Installation check • Initial scoping workshop to understand and cover your requirements • Project documents: project plan and WBS activities • Customization of chosen packages for the SAP IT Service Desk Operation rapid-deployment solution in the development system • Knowledge transfer to key users on configured SAP IT Service Desk Operation rapid-deployment solution system • Support for going live • Provide the IT infrastructure (server) • Install the SAP IT Service Desk Operation application, version SAP EHP1 for SAP CRM 7.0, on the development and production environments • Provide fixed contact people in the business and IT departments • Conduct end-user training • Performance testing • What does SAP deliver? • What do you have to do?

18. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

19. Product Demonstration

20. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

21. Project Plan and Timelines 1 2 3 4 Steps Start Deploy Run • Project Management • Kick off workshop • Business Process Management • Technical Solution Management • Implementation • Performance Testing • Key User Workshop • Data management • Transport • End-user Training • Customer Testing • Project Sign-off &Support • SAP involvement • Customer involvement

22. Successfully Deploy in Six to Eight Weeks • Run • Start • Deploy 1 2 3 Expectations • User-acceptance testing • Onsite and remote support • Project management • Kick-off workshop participation • Preparing technical infrastructure • Implementation • Testing • Key User Training Results • Mutually-approved scope document • Working SAP IT Service Desk Operation system • Superior support to ensure smooth functioning • Successful rollout and adoption • Configuration documentation

23. Implementation Methodology Start Deploy Run Kickoff Workshop Installation Guide • Rapid-deployment • Deliverables: Project Plan Readiness Check Check Lists Support Portal • Access to the implementation methodology materials:http://service.sap.com/rds-itsdo

24. Delivery View Discovery (Internal) Start Deploy Run • Scope • Value proposition at customer • RDS Scope definition • Secure RDS agreement • Prerequisite check • Accelerators/Deliverables • Package overview and detail presentation • One pager • Package presentation recordings • Process-flow documents • Process-flow recordings • List of software and system landscape requirements • Scoping questionnaire • SoW • Scope • Project Management / setup/staffing • Kick-off workshop • Business Process Management – understanding the business process in detail • Technical Solution Management – preparing technical infrastructure • Accelerators/Deliverables • Consulting delivery guide • Project schedule • WBS • Service delivery model, roles and responsibilities • Process descriptions • Process-flow documents • Pre-delivery requirements and checklist • Scope • Technical Solution Management – installation of software • Business Process Management - configuration and deployment of content • Solution Refinement • Data Management • Testing • Transport • Key User Training • Accelerators/Deliverables • Installation guide • Solution Documentation • SAP Solution Manager content • SAP Best Practices content (pre-configuration) • Configuration activities • Consulting delivery guide • Implementation content • Scope • Functional Tests • End User Training • Sign off of solution • Technical Go-Live • Closing of project • Post go-live support and activities • Accelerators/Deliverables • Test cases • Deliverable acceptance forms • Training Materials - Process-flow recordings etc. • New release of RDS Implementation Methodology (new structure to reflecting RDS concept) • The final deliverable is a roadmap showing the complete RDS implementation cycle from a methodology perspective • New Governance concept – easier to build, easier to package

25. Project Team: SAP • SAP Project Manager Serves as a central contact person, from project initiation to going live and support On the SAP side, responsible for functional project management, coordination, support and coaching of the customer’s project manager • Core Project Team Application consultants Particularly responsible for monitoring process configuration and know-how transfer Technology consultants Responsible for implementation and configuration activities

26. Project Team: Customer • Leading Project Manager Serves as a central contact person, from project initiation to going live and support On your side: responsible for functional and commercial project management, coordination, overall project controlling, preparation of steering committees, and so on • Core Project Team Basis staff Especially responsible for the installation and administration of the development and productive system landscapes Functional department staff / key user Responsible for workshops, questions from SAP, end-user training, and possibly as a power user for simple configurations • Specialized Staff (Optional) Responsible for further specialized areas such as customization and configuration

27. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

28. Example of System Landscape • The following components are mandatory for SAP IT Service Desk Operations rapid-deployment solution : • SAP CRM 7.0 EhP1 SP04 / SAP NetWeaver 7.01 - CRM Application Server ABAP * • SAP NetWeaver 7.01 – TREX ** • For SAP ERP integration scenarios: SAP R/3 4.6C (or higher releases) • .* Two SAP CRM 7.01 EHP1 systems (at least a combined development/quality system and a production system) must be installed and updated to service pack (SP) level 04. • ** Only required if “knowledge article management” functionality is leveraged.

29. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

30. SAP Consulting – Worldwide Delivery • SAP Consulting • 12,000 consultants worldwide • 350 consultants with special SAP IT Service Desk Operation application expertise • Consultants located all over the world, in every region • Why SAP Consulting • Product and solution experts • SAP knows SAP software best • Deep process knowledge and translation of processes to standard software • Best use of own SAP product close to standard, which gains release “sustainability” and protection of investment • Numerous satisfied customers of SAP IT Service Desk Operation • Quality assurance

31. Benefits of SAP Consulting • Sales Support • Sales support via single point of contacts in every market unit • Various deployment possibilities • Presales customer experience by supporting test drives (what you see is what you get) • Delivery • Experience in lean, fast implementation leveraging a “quick time to value” implementation methodology • Service offering developed based on years of customer experiences • Numerous satisfied customers of rapidly deployed SAP IT Service Desk Operation • Direct access to sales, development, and support organizations – the global skills, information networks, and resources of SAP

32. We Are Here to Discuss What is the Rapid Deployment Solution Benefits and Value Proposition Scope & Deliverables Product Demo Project Approach and Planning Pre-requisites Positioning for SAP Consulting Customer References

33. Key Takeaways • FAST TO DEPLOY AND EASIER TO CONSUME Rapid-deployment – Preconfigured software that delivers essential IT service management processes in six to eight weeks. Reduced complexity – A robust IT Service Desk Operation solution from a single vendor, with superior global support, means fewer worries for you • 1 • COMPETITIVELY PRICED Predictable costs – Low, predetermined fees and clearly outlined deliverables mean no hidden fees or ˝gotchas˝ for the delivered solution • 2 • BUILDING FOR SUCCESS Foundation for growth – start small, prove the value of this solution, and then grow on your schedule to the full SAP IT Service Desk Operation application, if needed. Valuable customer insight – integrated with the SAP ERP application, the solution can provide a complete picture of your customers • 3

34. Questions

35. Appendix

36. Business Business Business IT Operations IT Operations IT Operations Status Quo: Reactive and Inefficient IT Operations IT is Siloed and Inefficient • Negative impact on business CEO/CFO • Disruption of essential IT functions due to lack of structured change management • IT related failures have negative impact on important business functions; ex.: production downtime Corporate CIO IT • Tactical IT offerings • IT infrastructure and services are not aligned with business strategy • Available IT services are not clear to business users • Ad hoc requests and unmanageable expectations • Poor user support • Uncontrolled complexity • Ineffective service desk leads to poor user satisfaction • Frequent incidents and long time to resolve problems • Lack of visibility into service desk efficiency and effectiveness • Hard- and software configuration information is incomplete and outdated • No access to reliable knowledge about root causes and problem resolution • Unidentified problems lead to repeated incidents

37. Business Business Business IT Operations IT Operations IT Operations Goal: Optimized IT Operations IT Processes Support Business Goals • Reliable Business Support CEO/CFO • Changes to improve IT services are well planned and cause minimum disruption • IT becomes a strategic partner helping to achieve business goals Corporate CIO IT • Strategic IT Services • IT services are developedbased on business strategy • IT service catalog available to users • Service Level Agreements are monitored • Satisfied Users • Managed Configuration • and Knowledge • Users are satisfied with swift problem resolution and competent support • Incidents occur less frequently as root causes are being address proactively • KPIs are monitored and used for continuous improvement • Configuration is managed and easily accessible to support staff • Structured knowledge helps to resolve problems efficiently

38. Further Information • SAP IT Service Desk Operation rapid-deployment solution • On the SAP Service Marketplace • In the SAP Business Communication Center

39. Thank You! • Contact information: • F name MI. L name • Title • Address • Phone number