Customer Center of Expertise (Customer COE)

Getting Started with the Primary CCOE Certification

Customer Center of Expertise Program – Digital Business Services

December 2017

Public
Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the
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information in this document is not a commitment, promise or legal obligation to deliver any material, code or
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All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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What is a Customer Center of Expertise (Customer COE)
The Idea behind the Customer COE Concept

The Customer COE is building the bridge between IT

and Business and is one of the main contacts within
your company for SAP related topics:
• Management of SAP related information
• Management of customer´s SAP contracts and licenses
• Governance of customer’s SAP Support, the supportability of SAP solutions
and the interface to SAP Support
• Coordination of customer´s activities regarding SAP´s current and future
products and solution and the interface to SAP´s major programs influencing
SAP Development
Customer COE – 4 Basic Functions

Information Contract and License Innovation / Influence

Management Management SAP Development Support Operations
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Primary Customer COE - 4 Basic Functions

…entails the acquisition, collection and …is focusing on customer´s internal contract and
management of all company and SAP related license management. Customer COE takes over the
Information from several sources and the governance of the license audit process of all SAP
distribution to the target group. Information systems within the company, including preparation,
execution, reviewing of measurement results and
Management
Support ensures a smooth collaboration
Applications with SAP Global License Auditing Services.
Knowledge Customer Business
Tools &
Transfer Unit
Business Customer
Services System
CCOE Unit
SAP User Events & Business System
Groups Unit
Contract & CCOE
Forums User
License Mgmt.

…helps the customer to take advantage of

innovations, when business requirements are not …is about the overall collaboration with SAP Support
covered by SAP standard. Customer COE knows Innovation/ in Incident Management, usage of SAP Solution
about customer´s processes, tools and services to Influence SAP Manager and SAP Service and Support offerings.
avoid SAP source code modification and is Development
informed about innovations of SAP standard
functional scope.
Customer
Customer CCOE IT Support
Business needs
Innovation Customer modification
User
SAP Standard
CCOE Improvement
SAP Influencing Programs Vision
functional
Scope
Support
Continuous Improvement Operations

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Customer COE – What is in for the Customer
A single source of truth

• Benefits from knowledge sharing & networking • One single source of truth for handling of license-
with peers and SAP Experts at SAP Customer , user-, installations-, customer numbers
COE Info Forums and Web-sessions
Information • Always up-to-date regarding SAPs price and
• Central channel for the whole information round Management conditions regulations
about SAP knowledge – maximum transparency
• Transparency about the currently available
• Strong integration of IT unit into the company –
license models and their optimal allocation
higher acceptance
• Free access to SAP Learning Hub Solution for 5
users of certified CCOE for 3 month on demand Contract &
License Mgmt.

• Participation on Influencing Programs from SAP • Increased transparency of business processes to

as Customer Connection or Customer reduce downtime, boost system availability and
Innovation/
Engagement Initiative to get in touch with SAP performance, and reduce Total Cost of
Influence SAP Ownership (TCO)
Development and to use SAP innovations
Development
easier • Special SAP incident flagging for certified CCOE
• Single source of truth for IT today and IT • Access to benchmarks from companies in the
tomorrow to best support company’s vision peer group
• First-hand experiences sharing in discussions • Efficient use of IT resources – fully exploit the
with peers in CCOE events and forums Support existing tools and knowledge capabilities
Operations

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 Primary CCOE Certification Steps in Detail
First steps to your CCOE Certification
1. Inform and prepare yourself (CCOE consulting services are available on demand)
 Check the details about certification and the process in the Primary CCOE
certification guideline
 See an example of a checklist for Enterprise Support contract
Customer

 Carry out CCOE Self Assessment and estimate your certification success
 Find further information on SAP Support Portal
2. Enter the online check list using your S-User
3. Complete all sections
4. Review and validate your input with own organization
5. Submit the results to SAP

Start Certification Submit Results CCOE is certified Start Recertification CCOE is certified

CUSTOMER COE Certification Preparation

Preparation Audit ~ 6 month
CERTIFICATION is valid for
~ 6 month ~ 4 weeks
Process 2 years
SAP

Audit controls: Customer with a certified CCOE

• Fulfilment of necessary functions • Fulfils SAP’s minimum requirements for a efficient
• Required amount of points per category maintainability of SAP’s system landscape
• See guideline for min. points per category • Is a stable interface to SAP Support and development
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 Requirements for CCOE Certification

• Every Customer is asked to setup a Customer COE within 12 months of signing the contract for SAP Support
• Customer must have a minimum of one productive system in operation for at least 6 months
• The customer will be asked to provide access to their SAP Solution Manager so that the certification criteria
can be verified
• A required amount of points is defined for all basic functions:
Up to 200 points can be achieved at most:

Primary Customer COE Certification – Total Points:

1. Information Management: 40 points
2. Contract & License Management: 40 points
3. Innovation / Influence SAP Development: 40 points
4. Support Operations: 80 points

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Thank You!

In case of issues please open a ticket under component: XX-SER-SAPSMP-COE

Customer COE Program

SAP Digital Business Services
[email protected]
https://support.sap.com/ccoe
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and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The
information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various
risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements,
and they should not be relied upon in making purchasing decisions.

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