ATOS IT Solutions and Services

1. ATOS IT Solutions and Services SAP Enterprise Support Offering Your business technologist. Powering progress

2. Support Services

3. SAP Enterprise Support - GoalSAP Enterprise Support helps to implement, operate, and innovate better How can I implement in time and budget? How can I avoid disruptions to my business? How can I rapidly leverage software innovations? Support begins with day oneImplement better with guidance from SAP, leverage end-to-end support infrastructure, and lifecycle management Run SAP like a factoryOperate better through improved supportability, performance, reduced TCO, and better collaboration with SAP Do what you do best, even better! Innovate better and quickly meet business requirements for continuous growth and increased competitive advantage!

4. SAP Enterprise SupportThe industry-leading support offering Protect your business and achieve operational excellence Drive efficient implementations that meet your business needs Foster your company’s growth by continuously evolving your business and IT processes

5. Maintenance is a Strategic Asset Customer Partner Benefits of SAP Enterprise Support Reducetotal cost of ownership Readyfor innovations Free up resources Helpdesk Service delivery management Value of SAP Enterprise Support Fastissue resolution Minimize time to implement Reduce unplanned downtime Enterprise Support helps to implement, operate, andinnovatebetter!

6. ImplementBetterComplete the project on time, within budget and limit risk Get ready for yourproject... ... move on with the help ofexperts... ... and have a successful go-live! Requirements Design Build & Test • Implementation Know-How and Tools • ASAP supports cost-effective and speedy implementations • SAP Solution Manager helps in documenting processes and preparing for smooth operations including proactive monitoring and root-cause analysis • Technical Quality Checks and Tools • Standardized risk evaluation • Analysis and verification of sizing and system configuration • Avoidance of unnecessary modifications • Support andMaintenance Services • Service level agreement • Help desk - large skills and experience to assist • Test management and change management through SAP Solution Manager SAP Enterprise Support helpscustomerstoimplementbetter!

7. Implement BetterSmooth implementations through SAP Enterprise Support The Case Implementation project • Introduction of SAP Extended Warehouse Management (EWM) • Extension of FI, CO • Introduction of HCM • Roll-out into other countries PARTNER Project mgmt. Documentation of Solution Service Desk Testmgmt. Run SAP Change mgmt. New SAP solution Service Level Agreement Service Desk Focus topics • Business process transparency • Monitoring of business processes • Data consistency, data backup, recovery • Software change management – one transport order • Job management – process automation • Remote diagnostics • Implementation method • Training & certification • SAP GoingLive Check CUSTOMER End-to-end support infrastructure Clear Value With SAP Enterprise Support • SAP standards help to make a reliable project plan: ASAP supports cost effective and speedy implementations, Run SAP helps to secure the management of end-to-end solution operations , close integration of project management, service desk, test management and change management through SAP Solution Manager • Simplified roll-out into other countries through existing test cases and template roll-out • Service level agreement of top issues ensures fast processing of high priority messages during implementation

8. OperateBetterStability, Security and Performance of the IT landscape Efficiently manage your SAP solution... ... enhance stability and process performance... ... save time and money for future innovation! • Operations Know-How and Tools • Run SAP optimizes the ongoing management of end-to-end solution operations • SAP Solution Manager provides end-to-end application lifecycle management ensuring stable operations and enabling accelerated innovation • Technical Quality Checks • Business process analysis and monitoring • System performance improvements • Security improvements • Data volume management • Support and Maintenance Services • Service level agreement • Help desk- large skills and experience to assist • Problem resolving Operate Optimize SAP Enterprise Support helpscustomerstooperatebetter!

9. Operate Better Case StudyBusiness continuity through SAP Enterprise Support • The CaseSmall Transportation Company • High priority problem cases • SAP logistic solution stand-still PARTNER Root Cause Analysis • Shipping documents cannot be created • Planned transports are in danger and can’t move • Financial damage • Damage of image (transportation company does not deliver in time) Support Advisory Service Desk • SAP Solution Manager CUSTOMER End-to-end support infrastructure Clear Value With SAP Enterprise Support • SAP Solution Manager inclusive usage of service desk  end-to-end support infrastructure • Problem processing and solving, providing solution following service level agreement – (reactive support) - Priority 1 messages directly forwarded to SAP for immediate action without any interruptions • 24 x 7 support advisory involved to get the necessary SAP experts connected and to accelerate message processing in mission-critical situations

10. Innovate BetterMakeinnovationeasier ... installinnovations, ... ... activateandusethem! Find what‘s new... • Business FunctionPrediction • Find the enhancement package functionality that is right for your landscape • Identification of relevant innovations based on actual system usage data • Technical Quality Checks • Business process change analyzer (included inSAP Solution Manager) • Specific technical quality checks for installation, upgrade, downtime, etc. available • Support and Maintenance Services • Test management and change management through SAP Solution Manager • Help desk • Problem resoving Requirements & Design Build & Test Deploy SAP Enterprise Support helpscustomerstoinnovatebetter!

11. Innovate Better Case Study Quick innovation through SAP Enterprise Support • The CaseConsumer Products Company • In need of improving sales order entry processes – instantly! PARTNER Test mgmt. Change mgmt. TQC’s • Customer’s sales department requires a solution to speed up their sales order entry process, currently it takes too much time and as a result opportunities are lost • SAP delivered the required functionality with the latest enhancement packages Support Advisory Service Desk • SAP Solution Manager CUSTOMER End-to-end support infrastructure Clear Value With SAP Enterprise Support • SAP provides tools to assist with optimizing regression test scope, such as with business process change analyzer • Accelerated innovation enablement helps to discover and activate new enhancement package functionality– guided by an SAP solution architect • Technical quality checks to optimize the customer solution, such as with EHP installation check, which assesses the technical risks and effort drivers of SAP enhancement package installations

12. SAP Enterprise Support PathwaySuitable offerings for every experience level! Customer Situation:Established IT processes allow automation of IT and provide innovation to business Continuously extend the usage of SAP Enterprise Support offerings over the time SAP Enterprise Support Offering Customer Situation:Solution runs stable and optimization potential is recognized SAP Enterprise Supporte.g. Innovation roadmaps, SAP enhancement packages, extended ALM capabilities in SAP Solution Manager, Customer Situation:New customer or customer with no SAP Enterprise Support experience • SAP Enterprise Supporte.g. Mission critical support, support advisory, Run SAP, SAP Solution Manager, …. SAP Enterprise Supporte.g. Technical quality checks, SAP Solution Manager, ASAP, …

13. Provision of maintenance services • Incident management • Restore a failed (or failing) service as quickly as possible and minimize disruption of the service. • Problem management • Prevention of the re-occurrence of incident by eliminating their root cause. • Change management • The main objective of change • management process is to manage • changes with minimum disruption, • risk and complexity.

14. Incident processing • Accepting the Incident • Translating: Incidents • Completing the problem description • Checking priority of Incidents • Assigning Incident record to a specific “product component” • Ensuring working remote connection to SAP Solution Manager • Searching for available Technical Notes • Searching for previous customer Incidents that reported a similar/identical issue • Splitting up Incidents that describe more than one problem • Adding attachments • Searching for errors • Checking the Customizing settings • Looking for the fault • Analyzing the Incident’s • Discussing the problem with End User • Reproducing and isolating the Incident • Deciding if the Incident is due to a defective or a non-defective cause • Continually documenting the solution approach. • Testing the solution • Partner Support Advisory – ATOS with SAP Enterprise Support end-users are entitled to access the 24x7 global SAP Support Advisory Centers (SAC) for Partners to receive mission-critical support in regards of end-user Top or Red Issues (poductiondown or critical GoLive showstopper) at any time. • SAP Collaboration – ATOS send theincidenttoSAP Active Global Support.

15. Service Level Agreement - SLA KPI - Response Times and Maximum Processing Times Methods of communication • Remote connection • SAP Network • E-mail • Phone

16. Details

17. Standards for Implementation and OperationsOverview • Support standards enable you to efficiently implement and operate high quality SAP solutions for your customers • What you get: • ASAP methodology supports cost effective and speedy implementations • Run SAP optimizes the ongoing management of end-to-end solution operations • How you benefit: • End-to-end support standards and best-practices simplify and guide you during implementation and management of end-to-end solution operations for SAP solutions • Streamline projects and achieve lower total cost of implementation – from evaluation to post project solution management and operations • Reduced total cost of operation due to better management of end-to-end operations • Direct access: ASAP and Run SAP Reducecost of operation Minimize time to implement

18. Mission Critical SupportOverview • Customers’ business will be protected proactively in a best possible manner 24 x 7 and backed up by SAP, where necessary • What you get: • 24 x 7 production down support and root cause analysis for quickly finding the cause of a problem • SLAs between SAP and partner on response and corrective actions for critical issues • Access to a global network of support engineers and developers • How you benefit: • Get customers’ business back running with the highest priority and attention from SAP • Fast issue resolution through service level agreement • Reducing unplanned downtimes - thus optimizing business results • Direct access: Mission Critical Support Fastissue resolution Reduce unplanned downtime

19. Testing Optimization | UpdatesOverview • Easily update your customers’ SAP solution, deliver high quality results through pre-built test cases • Testing Optimization: • Tools to assist with optimizing regression test scope for your end customer, e.g. pre-configured test templates and cases • Software updatesand improvements: • Customers receive legal changes and software updates • Accelerated innovation enablement helps to discover enhancement package functionality • How you benefit: • Easily reap the benefits of the latest SAP innovation provided by enhancement packages • Direct access:SAP Improvements & Innovations Easily discover innovations Increase testing performance

20. Remote ServicesOverview • Technical quality checks are remote services which help to reduce the customers’ technical risk and outline optimization potential • What you get: • A portfolio of 15+ technical quality checks (TQCs) help to handle top-issues or to de-escalate critical situations during implementation, operations and innovation of the customers’ SAP solution • How you benefit: • Cut down on time and budget for implementation and innovation • Improve system performance, availability, stability, and data consistency • Quality checks to avoid critical situations in the future – active risk mitigation • Direct access: SAP PartnerEdge -> TQC Information Library IncreaseIT effectiveness Decrease project risks

21. Remote Services Portfolio Overview Details Technical Quality Checks Implement Operate Innovate

22. Remote Services for CustomersImplement better Details Technical Quality Checks

23. Remote Services for CustomersOperate better Details Technical Quality Checks

24. Remote Services for CustomersInnovate better Details Technical Quality Checks

25. SAP Solution ManagerOverview • SAP Solution Manager is the application lifecycle management platform that provides integrated content, tools, and methodologies • What you get: • Central documentation of processes, system landscape, custom code, and partner applications including an integrated service desk and root-cause analysis • Central monitoring and alerting infrastructure and change control management • How you benefit: • SAP Enterprise Support allows SAP Solution Manager usage for full application lifecycle management of the customer solution • Reduced risk and lowered TCO through standardized and integrated application lifecycle management according to IT Infrastructure Library (ITIL) • Direct access: SAP Solution Manager Lowertotal cost of operations Increase transparency

26. SAP Solution Manager in a Nutshell12 work centers support you throughout the ALM lifecycle Details Key Functionality • SAP Solution Manager addresses the entire IT environment • Including all the processes, tools, services, and an organizational model to manage SAP and non-SAP solutions throughout the complete application lifecycle. Solution Documentation Solution Implementation Template Management Test Management Change Control Management IT Service Management Landscape Transformation Upgrade Management Custom Code Management Maintenance Management Business Process Operations Technical Operations Require-ments Optimize Design ITIL SAP Solution Manager Operate Build & Test Deploy

27. SAP Solution ManagerExtended usage rights Details Extended usage rights • Extended usage rights: • Significant extension of usage rights for SAP Solution Manager: Manage your complete customer solution! • Openness to third-party management tools • Ongoing significant application lifecycle management innovations: For example with upcoming SAP Solution Manager 7.10 release • Example of the Impact:

28. Appendix

29. Deliverable For An Indirect Customer (1/2)SAP Standard Support vs. SAP Enterprise Support

30. Deliverable For An Indirect Customer (2/2)SAP Standard Support vs. SAP Enterprise Support