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Support Staff and Roles v1.1 Final

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  For internal SAP and partner use only    Your Partner COE Team  Roles & Training SAP Partner Service Delivery January, 2016 For internal SAP and partner use only  ©2016 SAP SE or an SAP affiliate company. All rights reserved. 2 For internal SAP and partner use only Your Path to Support Excellence Understand Deliverables & Processes  Get Your People Enabled Get Support Infrastructure in Place Establish Your Partner CoE   Understand deliverables and value of SAP Enterprise Support and SAP Standard Support, and ensure to integrate them into your support processes and procedures.  Set up your support team. Ensure to certify your support consultants and enable your sales staff to sell and deliver SAP support.  SAP Solution Manager, enterprise edition (mandatory for BAiO and/or SAP HANA support)  Incident Management  Remote Connections  …   Deliver Support Excellence   Re-certification required every two years 1   2   3   4   5    Establish your Partner CoE and achieve support certification, both of which are pre-requisites for support authorization to provide VAR delivered support A successful support operation relies heavily on the competencies and expertise of the PEOPLE responsible for incident resolution. Within a support organization, there are some roles that are key for seamless operations.  Partner Support Team Roles & Responsibilities  ©2016 SAP SE or an SAP affiliate company. All rights reserved. 4 For internal SAP and partner use only Roles in Your VAR Support Team Tasks & Responsibilities Help Desk   Dispatcher Support Processor  Support hotline frontline personnel  Receives calls from customers and either (a) creates a new call into the incident management system, (b) for existing incidents, document customer call for processor, (c) for existing incidents with processor, can forward calls to respective processor upon request  May not necessarily have product knowledge but understands key components of incident posting.  Monitors support queue for new or unassigned incidents  Reviews incidents received for proper priority setting, component assignment, and incident details. Can send back incidents to customers if incident details are incomplete.  May not necessarily have product knowledge but understands key components of incident posting  Can utilize tools and knowledge base to determine proper component assignment (such as SAP Notes database, customer problem database, product tools)   Assigns incidents to appropriate support personnel  Provides 1 st  & 2 nd  level support through processing customer incidents on different components  Root-cause analysis: analyzes root-cause of an issue via remote connection and resolve known errors by means of SAP Notes, solved customer incidents, documentation or verifying customizing entries or hardware parameters  Simulates or reproduces incident steps in a test environment or customer systems (if allowed)  Documents progress and findings in the incident management system  Evaluates problem category and forwards incidents to relevant parties (higher support levels and/or SAP) if current expertise is insufficient in finding a resolution.  For SAP BAiO, support processing of the core components should be covered: FI/CO, SD, and MM. However, VARs should always look into products and/or components installed at customer side to appropriately determine the correct support staffing expertise needed. Support Coordinator Support Manager SAP Basis Administrator  Plans and coordinates support center  Support process monitoring/reporting  Oversees that support processing complies with policies and adherence to targeted service levels  Ensures appropriate resources are available for incident processing on a daily basis (duty roster, substitution).  Supports defining new services within your Enterprise Support offering  Defines strategies and outlays procedures, processes, targets for support operations  Central role during de-escalation operations; either as contact or coordinator for de-escalation procedures and activities  Evaluation and appraisal of support staff  Key decision maker for process improvements  Covers support processing of one of the core components for SAP Business  All-In-One: SAP Basis  Installs SAP software (incl. SAP Solution Manager) ; configures SAP parameters; monitors CPU/Memory/disk space/performance; creates users/assign roles (within SAP)  Configures connectivity between SAP components or SAP/non SAP components  SAP software change management (aka Transports or Transport Management).  Further optimize technical system infrastructure Depending on the size of the support staff and/or the customer base, some of the key support roles can be performed by one individual.
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