Operating the Solution

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Set up a customer center of expertise to manage the solution
  • Get the customer IT organization familiar with the SAP Cloud ALM capabilities

Customer Center of Expertise

Customer Center of Expertise (Customer COE)

A Customer COE is an expert team across business units that maximizes the return on a customer's SAP investment by communicating change, optimizing business processes, IT applications, resources, and continuously applying innovations and improvements.

Most customers have more than one SAP cloud or on premise solution, and several other non-SAP cloud or on premise solutions. While on premise solutions tend to have fewer enhancements that change functionality, your cloud solutions are constantly evolving on different release schedules.

It's not possible to apply the old mindsets that may have worked for managing on premise solutions to the cloud. This is why SAP strongly recommends all customers, regardless of their landscape complexity institute a Customer Center of Expertise, or Customer COE.

The Customer COE is a team that works across all other business units to facilitate communication and get decisions made, then manage the rollout of communication and training to employees who are impacted by system changes.

The goal is to not only keep up with the pace of change across your different cloud solutions that have their own upgrade cycles, but to also identify new features in a release that you could activate, such as automating repetitive processes, that could have a larger impact on a line of business or organizational area.

Select each of the options for further information on the Customer Center of Expertise (CCOE).

Learn more about setting up a Customer Center of Expertise here.

Customer Center of Expertise Certification

The Customer COE is a central point of contact for interacting with SAP, and can enhance their capabilities, knowledge, and effectiveness by completing the Customer COE Certification Program. There are two certification levels:

  • Primary Customer COE: Validates an organization fulfills the minimum requirements needed to provide a solid foundational infrastructure for interaction with SAP
  • Advanced Customer COE: Covers the full spectrum of required Customer COE functions to ensure the successful implementation of SAP's best practices. This certification provides the Customer COE

Certification Process

First, customers establish and fulfill the Customer COE functions to meet the certification guidelines (approximately 6 months). Next, the Customer COE submits their results to SAP for an audit (approximately 4 weeks). If the audit is successful, the Customer COE is certified. Certification is valid for 2 years, then re-certification follows the same process.

Customer COE Incident Quality Evaluation

One of the most important areas of the Customer COE responsibility within support operations is SAP Incident Management, because effective management of incidents enables the business to quickly return to work. It is essential that submitted customer incidents already have all necessary information ready in order to prevent further delays. With the Customer COE Incident Quality Evaluation, customers will get insights on the overall SAP Incident Processing of the organization. While incident management is one of multiple criteria to determine the maturity and effectiveness of a Customer COE, it is a very important component of the overall certification assessment.

Benefits of Certification

Certified Customer COEs have exclusive access to the following benefits:

  • Access to benchmarks within their peer group.
  • Faster incident processing with special SAP incident flagging for a Certified COE.
  • Free access to SAP Learning Hub.
  • Special Customer COE knowledge transfer sessions with SAP experts in various topics.
  • Accelerators for value development provided by Certified COE customers (customers sharing success stories).
  • Access to the SAP Customer COE Community Suite group.
  • Customer Center of Expertise Role and Incident Quality Dashboard in SAP for Me.

Customer Center of Expertise Roles

A Customer COE consists of the following roles (roles do not map to job positions; several roles can be combined into a single position):

Select each of the options in the three boxes below for further information.

SAP Cloud ALM for Operations

SAP Cloud ALM for Operations

SAP Cloud ALM for Operations enables customers to monitor processes and be alerted to potential issues. This ensures smooth business operations without disruptions and increases the business process execution quality and performance. SAP Cloud ALM is targeted to customers with a largely cloud-focused landscape.

Key Features of SAP Cloud ALM for Operations

  • Integration and exception monitoring
    • Integration and exception monitoring enables you to monitor data exchanged among services (public or private) in both cloud-only scenarios and hybrid scenarios within the selected scope. It includes the following capabilities:
      • Report component-specific, business-impacting exceptions.
    • Follow a call or message sequence from a sender to all intended receivers.
    • Process alerts and start registered workflow instances.
  • Business process monitoring
    • Business process monitoring enables the detect-to-correct lifecycle of SAP Cloud solutions along the end-to-end processes of the intelligent suite. You can perform the following activities:
    • Monitor the health of your business processes in real time with the help of predefined business process key performance indicators (KPIs).
    • Access information about business documents for each of your processes, for example, for reporting purposes or root cause analyses.
    • Detect anomalies during process execution.
    • Trigger and process alerts for KPI threshold violations.
  • Health monitoring
    • Health monitoring displays the most important health metrics defined by the monitored services.
    • Use it to check the correct function of a monitored service. It covers the functional aspects of the service, like availability of components, utilization of resources, or reported errors. This distinguishes health monitoring from real user monitoring, which mainly monitors the performance of services.
  • Real user monitoring
    • Real user monitoring permanently measures all real user requests from your managed SAP solutions. The monitored services send monitoring data to SAP Cloud ALM covering performance as well as utilization aspects. Also, real user monitoring offers drilldown possibilities from the global use of selected request types to single executions and execution details.
  • Notification management
    • Notification management enables you to manage the receiver of email notifications regarding operations with SAP Cloud ALM.
  • Intelligent event processing
    • Intelligent event processing enables you to manage event processing rules. You can create new rules, edit existing rules, deactivate and delete rules when they are not needed anymore.
  • Job and automation monitoring
    • Job and automation monitoring helps you to evaluate the status of automated actions and background jobs.
  • Workflow automation
    • Automate operation and error handling procedures:
      • Register SAP workflows.
      • Start workflow instances.
  • Job status management
    • Job status management provides you an overview of all jobs scheduled for a specific use case such as Integration Monitoring and Exception Monitoring. The jobs displayed can be any kind of jobs such as data collection jobs, alert calculation jobs, housekeeping jobs.
  • Business service management
    • Business service management enables you to manage business services, assigned cloud services, and related events:
      • Manage business services by adding or deleting business services and/or assigned cloud services.
      • See all service-related events and manually create new ones.

SAP Cloud ALM for Service

SAP Cloud ALM for Service

SAP Cloud ALM for Service enables customers to centrally access all information for past, present, and future services. This allows you to collaborate more closely with the delivery teams conducting services and follow up on the results.

The following applications support the collaboration before, during and after a service delivery:

  • Service Delivery Center
    • Harmonized central access point to all relevant information related to individual service deliveries.
    • Includes notes, preparation tasks, attachments, access to service results, access to issues and actions.
  • Service Results
    • Share results in a digitized format and easily drill down to service result details.
  • Issues and Actions Management
    • Simplified tracking of all action items along the end-to-end service delivery process.

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