In my work as product expert for the SAP S/4HANA Customer Care and Regional Implementation Group (RIG), I’ve come across several of our cloud customers who are not sure what support and service request channels should be used for which situation.
The objective of this 5 min read is to share project experiences and key SAP Support asset’s that will help your SAP S/4HANA Journey, achieve faster product support and improve quality of service managing Cases and Service Requests.
Cloud ERP Customer Onboarding
Your implementation journey with RISE with SAP S/4HANA Cloud, private edition post Discovery phase begins with an official handover to the Preparation phase of your project and introduction to the Digital Onboarding Experience.
Support vs Consulting can be a contentious discussion if not discussed early in the Preparation phase of your project. Project experience has shown us, a structured implementation team aligned on do’s, don’ts, and pre-requisites to manage Service Requests and Cases (Incidents) helps achieve contractual service level agreements (SLA’s) and meet customer expectations of SAP Support.
For this blog we will use SAP Enterprise Support as the foundational model of support, however other support plans are available.
SAP accreditation training for Product Support is recommended for all customers and partners, modular training and final assessment (1 hour) teaches how you can work best with Product Support to get faster, easier closure to your incidents and receive a Digital Badge!
Self Service & Support Case (Incident) Prevention
SAP for Me - Your digital companion on the journey to the intelligent enterprise
Product Knowledge - Where to Find Information about SAP’s Software
Knowledge Base – Helping Customer’s Help Themselves
Guided Answers – The Perfect Tool to Solve any Complex Problem
SAP Community – Where SAP Professionals Collaborate
SAP Support Portal – Support for The Intelligent Enterprise
Troubleshooting and Diagnostic Tools – Troubleshoot the issues, diagnose problems, and connect securely.
Support Log Assistant - Analyze text files such as logs, configuration files or traces automatically.
Are all Tickets created equal?
SAP software platforms manage, and track customer support interactions generally known as Tickets. However, Service Requests and Cases (Incidents) are not synonymous, each are created for a specific task have a different outcome and can be assigned to different organizations with SAP.
Service Requests (SR’s) are created for delivered systems and based on the SAP Enterprise Cloud Services (ECS) Roles & Responsibilities (R&R) Services requested are technical, basis or cloud infrastructure services and categorized as Standard, Optional and Chargeable Services.
Cases (Incidents) are unexpected events experienced by functional or technical user roles (e.g. error in the software, missing documentation etc.) that require help from SAP Support. There are numerous SAP Notes and KBA’s supporting incident management, Cases are managed in accordance with Cloud Maintenance agreements.
SAP for Me and dashboard Services & Support is your central entry point of access for all support-related topics and questions. Navigate tabs Overview, Knowledge Search, KBA’s & SAP Notes, Cases and Service Request features, connection is available on your PC or remote.
Complete Cloud ERP Customer Onboarding training and enablement sessions
Create S-users with appropriate system access to create Cases and Service Requests and access SAP for Me (see Users & Authorization)
Test key S-user access accessing Services & Support dashboard, follow up and create/change/ display Cases and Service Requests.
Familiarize yourself with SAP Support portal and SAP Notes, see Appendix
Service Requests use predefined templates by service with specific input fields and detail e.g. Infrastructure, Database Management, Core Technical Operations etc. Note, failure to use the right template by service, topic and category may delay delivery of the service impacting SLA’s. If in doubt, check with your SAP ECS contact.
What a customer COE should know about SAP Incident Management is well documented in the flip book (see pages 11-18). In additional, 1. Incidents should be created and owned by one S-User ID, multiple user updates are discouraged, 2. Report only one issue per component per incident, do not bundle multiple issues this causes confusion and delay processing the case, 3. SAP Business Impact questions are mandatory see SAP Note 1281633, 5. Detail the steps to recreate the problem and include supporting attachments for example screen shots of an system error, transaction codes, trace files, logs etc.
Speed up Service Requests and Cases response times
It is not unusual for customers to want to expedite processing of Service Requests and Cases. Direct communication with the Customer Interaction Center (CIC) is mandatory and the responsibility of the requestor. For Service Requests it is also recommended to work with your assigned SAP ECS contact.
An efficient IT Service Management organization depends on operable controls, procedures, and tools. Adoption of a self-service mindset helps empower users by increasing their knowledge and self-sufficiency. With SAP for Me, role base content is published on a continuous basis and documented in release notes.