What problems our SAP Support helps
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Indirect Usage Depth Analysis - Result: We provide you with the necessary overview to prepare you for an audit. Quantitative assessment of commercial risk for in-scope applications are included here.
The first stage of cooperation is always to determine the needs of your company and SAP users. Knowing which processes are critical to your business is the key to ensuring business continuity.
scope of solution
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.
On the other hand, the IT support team itself often has many different tasks, mostly from very different areas. If the company is large and has a large SAP department, there are of course also special supporters, with explicit expertise. However, this is not always the case, and IT support in day-to-day business is usually the responsibility of the SAP system. And now the IT supporters are getting a message here that's patchy. And from that, the cause of the disorder is now to be identified. Questions are very often required. There are some real ping-pong games here that cost time and frustrate. As a result, tickets are often misdirected. Because support misclassifies them, it incorrectly prioritises them. This leads to very long maturities, to said frustration and ultimately to increased costs, because the operation may then cease. It would be ideal if the support gets a screenshot of the GUI beside the user's comment and additional parameter information, which system etc. Perhaps the information, how important this activity is, which can not be performed at the moment. In order to be able to prioritise the whole thing in the sense of the company.
The "Shortcut for SAP Systems" tool is an excellent tool for handling many tasks in SAP Support more easily and quickly.
Interviews with key stakeholders - result: You will get a roadmap to seize the opportunities and mitigate the risks in the short, medium and long term.
The result was a significant relief for the Schmersal IT team in day-to-day business.