Implementing SAP Customer Competence Center

1 Introduction 13
1.1 Goals of this Book 13
1.2 Target Group 13
1.3 Structure of the Book 14
1.4 Terminology Used 15
1.5 Acknowledgements 16

2 An Overview of SAP CCC 17
2.1 Driving Forces 17
2.2 Tasks 18
2.3 Fields of Activity 19
2.4 Success Factors 21
2.5 Real-Life Priorities 21

3 Developing SAP CCC Strategies 23
3.1 Motivation 23
3.2 Mission Statement and Vision 24
3.3 Derivation from Business and IT Strategy 26
3.4 Strategy Components 28
3.5 Management System 32
3.6 Roadmap 34
3.7 Benefit Contribution 34
3.8 Summary 35

4 Governance for SAP CCC 37
4.1 Goals and Tasks 37
4.2 Functions of SAP CCC 38
4.3 Role Model 39
4.4 Assigning Responsibilities 44
4.5 Alternative Organizational Structures 47
4.6 Make-or-Buy Decisions 50
4.7 Risk Management 51
4.8 Standard Documents 54
4.9 Summary 58

5 Processes of SAP CCC 59
5.1 Process Model 59
5.2 Process Standards for SAP Application Operation 67
5.3 Service Level Management 69
5.4 Service Desk and Incident Management 72
5.5 Information Management 79
5.6 Contract Management 83
5.7 Coordination of Development Requests and Change Management 84
5.8 Procedure for Developing the Process Model 88
5.9 Summary 92

6 Architecture Management and SAP Solution Manager 93
6.1 Architecture Management 93
6.2 Architecture Standards 96
6.3 SAP Solution Manager 98
6.4 Implementation of SAP Solution Manager 104
6.5 Value Assessment for SAP Solution Manager 104
6.6 Summary 106

7 Competences and Qualification for the CCC Organization 107
7.1 Key Qualifications 107
7.2 Qualification 110
7.3 SAP Learning Solution 113
7.4 Summary 116

8 Procedure for Establishing SAP CCC 117
8.1 CCC Maturity Degree 117
8.2 Developing the Road map 120
8.3 Organizational Change Management 122
8.4 Summary 124

9 SAP Services for the CCC Organization 125
9.1 CCC Community 125
9.2 SAP CCC Service Portfolio 126
9.3 CCC Certification Program 130
9.4 Summary 132

10 Outlook 133

Appendices 137
A

Boris Otto is a Senior Business Consultant at SAP Business Consulting EMEA where he is in charge of the portal competence team. He has several years experience in program management for SAP EP implementations and rollouts for major German companies.

As Principal Business Consultant at SAP Business Consulting EMEA, Jörg Wolter is responsible for the development of service portfolios. At the moment, he is advising an international trade company in designing a portal strategy and in questions of profitability.