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How to address new Feature Requests for SAP Solutions

Goldschmitt
Product and Topic Expert
Product and Topic Expert
‎2023 Jun 02 12:31 PM
9,580


 

What to do, when you need a new feature in a SAP solution ?

As a SAP customer, you may face a missing functionality and need a new feature.

This blog outlines a comprehensive set of rules for all SAP customers regarding identifying missing functionalities and raising new feature requests. Following these guidelines ensures that your business needs are addressed most effectively and resource-efficiently, for both “business critical” and “not urgent” new feature requests.

Find a One-Pager on the topic here.

Understanding New Features Requests vs. Product Bugs

It is essential to distinguish between new feature requests and product bugs. understanding the difference between a new feature request and a product bug is a crucial starting point for you to get the best outcome.

A new feature request is when a customer requests a new functionality to be added to the SAP product to meet his business needs. It is related to a business need not currently supported by the SAP solution

A product bug refers to an error in the product that is not behaving as expected based on the official product information and release notes.

If you have a product bug, the first step for a customer is to log a case (requiring access to SAPforMe) and describe the issue. This will help SAP better understand the customer's needs and take appropriate action.


If you have a feature request, do not log a case, but follow the below guidelines.


Understanding SAP’s Strategy of the Intelligent Sustainable Enterprise on the SAP Business Technology Platform.

SAP’s Product Strategy is based on the concept of providing lean modular applications around a clean core. This concept provides companies the agility to transform at the desired pace and the capacity to quickly innovate, that are required to be resilient and to stay competitive and relevant.

It is essential to understand the role of the SAP Business Technology Platform (SAP BTP) and how customers and partners can develop their business needs by keeping customization, process optimization, and salient specific needs in mind.  Try out SAP Build  and discover how you can develop your own business needs and optimize your business processes on SAP BTP. Contact your BTP Customer Success Manager on your use case to learn more.


Evaluating the Criticality of the new feature request for Your Business 

It is important to evaluate the criticality of a new feature request for a customer's business.


“Not urgent” new feature requests add value to the customer's business operations, but are not business critical on short term, like improvement ideas or nice-to-have’s.

A customer logs “not urgent” new feature requests on the SAP Continuous Influence Channel. SAP evaluates these requests, and the accepted requests are usually reflected after 2-3 releases in the product roadmap, which could be understood as a typical time to fulfillment. SAP publishes an update twice a year on which requests are accepted.

“Urgent/business critical” new feature requests heavily impact the customer's business and have unacceptable business impacts such as financial and/or operational impact or meeting legal requirements. These cases have to be resolved promptly.  Customers have three options here:

  • Ask guidance from SAP. SAP services help customers to achieve their goals and give recommendations to allow customers to make an informed decision in line with SAP’s Product Strategy. Contact your SAP Customer Success Manager or SAP Technical Quality Manager to order the relevant service.
  • Develop the missing functionality on the SAP Business Technology Platform (see SAP Build)
  • Ask guidance from certified SAP partners

 
The power of self-learning

Our experience shows that a high number of raised new feature requests are available in standard, already planned on the roadmap, or supported by known workarounds or partner solutions. The below self-service platforms are by far the most accessible, sustainable, and practical option for all our customers:

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Understanding all channels to Influence the SAP Product Roadmap


Customers have multiple channels through which they can influence the SAP product roadmap. They can participate in the beta-testing of new products or releases or actively participate in “Early Adoption” programs… You may find an overview of the various influence channels here. 

In conclusion, customers need to understand the difference between bugs and new feature requests, evaluate the criticality of the new feature request, and take advantage of the various channels to influence the SAP product roadmap. At SAP, we value every relationship, which is precisely why we try to smoothen the knowledge base that connects you with us!

Additional recommended reads:

Dedicated blog for S/4HANA Cloud, Private Edition

Dedicated blog for S4HANA Public Cloud