Learn what support challenges customers face after their new systems go live and some of the strategies SAP customers...
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can incorporate into their support processes to get the most value out of their SAP systems. Doug Whittle, a consultant, who has more than 20 years of experience leading training and support services organizations and Rod Masney, a global information and technology architect and president of the Americas' SAP Users' Group, share some best practices.
| SAP firms cope with support challenges
(1:38) Are SAP customers failing to put the right support strategies in place?
(2:46) How often should an organization look internally at its support strategies?
(4:19) Are there different strategies companies can take when building an internal support team? Do strategies equate to the size and budget of a company?
(8:14) What is a Center of Excellence Model? Is it similar to an SAP Competency Center?
(10:47) Are only the largest SAP customers forming a center of excellence concept?
(11:50) How do SAP super users fit into the equation?
(14:02) What are some of the arguments against letting super users get more involved?
(18:20) Does it come down to the culture in an organization when it comes to balancing IT department initiatives and business goals?
(19:13) How has the level of control shifted between business and IT?
(18:20) Is it still worth it to gain certification in certain areas?
(22:58) How much does internal support processes relate to whether a company chooses support from a third party provider or SAP?
(26:04) Is ASUG hearing a lot of concerns about SAP Solution Manager?
(27:22) How does an organization leverage the tools they have and use the features of SAP Solution Manager?
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