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SAP Support Backbone Update - What's next?
We guarantee transparency in cooperation by means of regular reporting. We appoint an SAP Solution Manager responsible for you, who will interact with you periodically and take care of all your managed services requirements. The ticketing system used documents the progress of their SAP Managed Service.
The opportunities offered to us and our customers by these new technologies are still in their infancy. We expect a lot to happen in this area in the next few years. We're already showing where the journey is with our Built-in Support today. Support is integrated into the product via SAP CoPilot. Artificial intelligence ensures that the customer can talk to the system - keyword Conversational AI. In the background, the Digital Support Assistant uses the system context and other data to provide quick answers to technical customer questions. In the future, some questions will not even be asked, because the customer in the application already gets the necessary support and hints through his digital assistant to avoid possible problems. For SAP S4/HANA Cloud applications, we have been offering build-in support since this year's SAPPHIRE and are now expanding the range of services. We have already identified a number of scenarios where artificial intelligence can add significant value. Incident Solution Matching, a machine learning-based search for solutions, is already in operation within SAP and will soon be available to customers.
Some useful tips about SAP basis can be found on www.sap-corner.de.
The freeware Scribble Papers is a "note box" in which all kinds of data can be stored. It takes in typed texts as well as graphics and entire documents. The data is then organised in folders and pages.
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Especially with ITSM, a lot of emphasis is placed on non-disruptive, uncomplicated processes. ITSM processes live on automation and speed. However, they are often hindered and ineffective in these properties by the presence of an SAP parallel universe. But this is also different: SAP and ITSM can co-exist smoothly through SAP-ITSM integration and intelligent automation. In order to achieve this, one does not have to throw everything established overboard and introduce an all-encompassing ITSM tool, but simply integrate intelligent apps into the existing one.
With SAP ONE Support, SAP introduces a new support programme that covers all products and solutions. With SAP ONE Support, the provider provides a central access point independent of technology, deployment method or SAP solution. Thus, all business process scenarios can be covered by a unified support. According to SAP, this includes support for business-critical processes.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
Andreas Heckmann: Customers want fast, qualified help with technical problems - ideally even before a problem even occurs, i.e. not reactive, but proactive help.
In the event of a very high-priority malfunction (e.g. system shutdown of the SAP system) and inaccessibility of the support or SAP Solution Manager Portal of Deutsche Telekom, SAP Support is directly accessible via the SAP Local Support Centre (24/7).