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A central point of contact with regular, clear coordination
Then there is much to do before January 2020! The magic word is SAP Support Backbone - the reliable link to SAP. Whether the hot wire to the SAP Support Portal (e.g. hints), the EarlyWatch Alert Reports or the Maintenance Planner everything is located in the Support Backbone Infrastructure. This has been updated by SAP and changes must be made to their system!
SAP emphasises that SAP ONE support is not a separate support offering and therefore does not mean additional costs for users. SAP ONE support is provided via SAP Enterprise Support. SAP ONE Support complements SAP Enterprise Support and SAP already provides a comparable level of support for its two SAP subsidiaries, SuccessFactors and Ariba.
WHY DO YOU NEED SAP SUPPORT
In order to support your existing teams, our central European technical service team is responsible for remote monitoring and technical interventions and 24/7 operation. This service has already been honoured several times for its customer satisfaction, and our 25-strong team is always on standby to be there for you when needed. Technical support includes: Technical Incident Handling - urgent support if SAP's stability or performance is impaired / Technical services on-demand / System check-up on demand.
The tool records specific process steps, while the user operates the SAP R/3 4.6C application we use. Here's how. Together with the user of a department, a transaction is triggered in the ERP system. The recording of the process takes place simultaneously in the background. It can then be displayed as often as you like in the "see it mode" of the ondemand software. An extension is the playback in the "Try It" or "Do It" mode. In this case, the tool moves the end user to the appropriate input fields of the mask during the SAP session with the cursor. It does not matter whether the user works in a test environment or in the production system for self-training. The Do It variant shows the ERP user in a small window, where the next step in the SAP application has to be taken. In this form of knowledge transfer, the specialist user works independently according to the workflow scheme configured in the SAP system. The advantage: After a basic instruction, the other intensive support is almost completely eliminated. If there are changes in the process flow, the recorded film can be adjusted in the right place. After republishing the sequence, it will be available to ERP users. In our company, we have stored and published the complete instructions on the intranet. All SAP users can view the films recorded in XML format. If the employee has appropriate permissions, he or she will be guided through the transactions. If he has any questions, he has an online help. If it is not enough, the records can also be published as a Word file. For 18 different reports in the SAP module for project control, Word documents in a volume of about 100 pages are generated automatically by the ondemand tool. These files are available with full table of contents, page formatting, screen screens and, if necessary, reports (in Excel format). In about four weeks we recorded all SAP modules using the Personal Navigator and documented them as described. The offer can be revised and extended at any time. After a rollout, users often want more advanced functions that go beyond the standard runs. The tool is also suitable for documenting these. For a later integration test, the records shall be used to compile the documentation.
"Shortcut for SAP Systems" makes many SAP support tasks much easier.
After republishing the sequence, it will be available to ERP users.
With it you can search our knowledge base, find solutions to problems and report incidents.