Building skills with a wide range of services and educational content
Managing and measuring innovation in an innovation strategy
However, SAP ONE Support only complements the basic offering of Enterprise Support. Premium support offerings such as ActiveEmbedded or MaxAttention must still be booked additionally, but these also apply regardless of the operating model. For example, SAP ActiveEmbedded and SAP MaxAttention for on-premise solutions can be supplemented with premium support offerings from SuccessFactors or Ariba for cloud solutions.
As a business grows, ERP software, the centre of all business processes, grows automatically. By implementing new business structures and processes, the complexity of the SAP ERP system can greatly increase. For small in-house SAP teams, this is often a challenge, because in addition to technical and technical aspects for maintaining the operation of SAP systems, staff shortages and day-to-day operations represent additional hurdles. New requirements for the SAP system can then only be adjusted slowly and completely new processes can be implemented only difficult. In addition to everyday business, an important aspect of this is not to neglect further training to process and module know-how. Not to lose track here can often be very difficult especially small teams.
Developing prototypes for next-generation scenarios such as machine learning, big data and IoT
Our Application Management Centre is located at ORBIS headquarters in Saarbrücken: We have made this decision deliberately. At ORBIS headquarters in Saarbrücken, our ORBIS Service Agents have the opportunity to interact with the consultants and developers of the implementation projects without detours and thus directly access know-how on customer-specific settings and programmes. Further branches of our AMS Centre are located in the USA (Washington) and China (Shanghai), so we can offer our SAP customers comprehensive service.
Here's an example we had about one or two years ago. A larger company with a fairly large SAP user base had 2 experts in support alone. SAP experts, who tend to be expensive and have done nothing but route the incoming tickets to the right place so IT support could get involved. We automated this process by using AI. Not their semantic skills, not as a chatbot, but their analytical skills to learn from historical tickets that used to arrive and were misdirected and how they were resolved. So within a few days, we were able to build up this AI to the point where it could fully adopt the classification of the tickets. Now, the artificial intelligence that came out of this rich information that came out of the SAP world was able to pass these tickets on to the right person, and in some cases even work out solutions.
With "Shortcut for SAP Systems", a tool is available to help your SAP support with troubleshooting.
We are already working on scenarios to use machine learning algorithms in support.
In addition to everyday business, an important aspect of this is not to neglect further training to process and module know-how.