October 22, 2013 // By: Oliver Huschke
Gerhard Oswald, Member of the Executive Board of SAP AG and Head of the Scale, Quality & Support board area, talks about the future support strategy at SAP.
SAP.info: SAP brings a huge number of innovations onto the market. What role do the SAP support teams play in helping SAP customers plan and implement their software and handle day-to-day IT operations?
Gerhard Oswald: Our SAP support helps all SAP customers worldwide in every single phase of the software lifecycle. We keep a watchful eye on changes in the market, gather customer requirements, and enhance our support models on an ongoing basis. We moved away from being a conventional “reactive” support organization more than ten years ago and have extended our portfolio to include a wide range of preventive and optimization elements. The SAP support offering is unique in the software industry, and we are equipped to meet our customers’ requirements at every stage of the software lifecycle.
An example is knowledge transfer for the implementation and operation of SAP HANA, mobile and cloud solutions, or business analytics – to name just a few – provided through the SAP Enterprise Support Academy. And our innovation and operations platform, SAP Solution Manager, provides “Guided Procedures” that describe, among other things, how to adjust parameters for the SAP HANA platform or the customization of settings in the SAP Business Suite for optimal results. SAP Solution Manager also has full ITIL certification.