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Product and Topic Expert
Product and Topic Expert

SAPPHIRE NOW and ASUG Annual Conference will start next week. But already this week big things have happened. You all saw the huge announcement on the introduction of the new SAP HANA® Enterprise Cloud service. But that’s not all, there also was tremendous news with regards to SAP’s support offering. I’ll cover the latter in the following.

At the beginning of the week, the Technology Services World 2013 Best Practices conference took place in Santa Clara, California. This conference was hosted by the Technology Services Industry Association (TSIA) and it included the so called Vision Awards. The awards were the result of a competition, featuring a series of live on-stage demonstrations. The winners were selected by a live audience of industry practitioners along with a panel of expert judges.

Heike Laube, Global Head of the SAP Enterprise Support Academy, made it to the final of the Service Practitioner category which already was a great success. In her presentation, Heike started by providing a brief overview of the Academy highlighting how this program helps customers within the following areas:

  • Platform: We help customers easily access and consume SAP Enterprise Support offerings through a single entry point.
  • People: We help professionals develop critical skills and knowledge by providing role-based expert content in various formats and levels of detail, thus supporting individualized “just-in-time” learning.
  • Practice: We help to boost expert-to-expert collaboration and to drive alignment between business and IT units.

Heike then continued by presenting a demo of a use case where an application architect evaluates and successfully leverages the manifold services of the SAP Enterprise Support Academy. And best of all, the services and the content of the Academy program are continuously extended and improved. By leveraging a blend of technologies and delivery formats, SAP is leading the industry with regards to expert-to-expert learning, knowledge exchange and service delivery.

This was recognized and appreciated by the expert judges on stage as well as by the audience who did the final voting. With the result that…. drumroll please… the SAP Enterprise Support Academy has won the prestigious TSIA Vision Award in the Service Practitioner category!!!

Congratulations to Heike and the whole SAP Enterprise Support Academy team! Please watch this video that was taken during the TSIA conference to learn more about the Academy program:

If you are attending SAPPHIRE NOW on-site in Orlando, please make sure to come around at the SAP Active Global Support Center which is located within the Services & Support Area. At one of our six expert tables you can discuss the SAP Enterprise Support Academy program with our staff. Plus at the following timeframes a representative from Kennametal Inc. – one of our SAP Enterprise Support reference customers – will be available to share best practices and lessons learned with you:

  • Tuesday, May 14, 2013 (12:30pm - 2:30pm)
  • Wednesday, May 15, 2013 (2:30pm - 4:30pm)
  • Thursday, May 16, 2013 (1:30pm - 3:30pm)

Find all blogs related to this topic here.

Stay in the conversation by following SAP Software Support & Maintenance on SCN.
Follow along throughout the event on Twitter at
@Benjamin_Wilk and @SAPPHIRENOW.

Learn more about SAP's support offering at


Benjamin Wilk is part of SAP’s global Maintenance Go-To-Market organization and acts as social media ambassador for SAP Support.