SAP Business Journeys
Enterprise Architecture and Roadmap Design
SAP systems that are directly connected to SAP must use a technical communication user. This must be applied for separately from SAP. It is also necessary to update the ST-PI and ST-A/P add-ons. See the SAP FAQ on this topic.
The communication path with SAP will also be simplified, across the entire solution landscape. In this way, SAP wants to ensure a uniform presence across all channels. In addition, SAP wants to optimise and extend support through new and innovative cooperation models. The free telephone number "Call 1 SAP" is planned for this purpose. This will be available in the second quarter of 2014.
SAP ENTERPRISE SUPPORT
For training in the rollout phase, the above documents and records proved very helpful. The tool has supported our SAP instructors in user training. The automatic documentation in Word serves as a training manual. Recorded processes are particularly useful for SAP transactions, because no one can remember all the transaction steps of a main process. All areas of work are directly accessible via a table of contents. To answer questions from SAP users not only orally but also in the form of screen recordings, key users and support staff can quickly "film" and publish the processes in question. The user can view both his input and the results in the Personal Navigator. This means that the errors are almost completely eliminated. There are also other offers on the market, but this tool has proven itself in practical use.
In case of support requests for SAP standard functions, it is sometimes necessary to consult with SAP solution developers. Other requests still require access to the solution's backend. In this third escalation stage, our specialists consult SAP Support. Adjustments / developments on the part of SAP are initiated - always with the aim of fixing the malfunction as quickly as possible.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
It would of course be much more elegant and helpful if you had a help button in the SAP application that automatically creates a ticket.
Incident Solution Matching, a machine learning-based search for solutions, is already in operation within SAP and will soon be available to customers.