An Overview of SAP CCC

Boris Otto, Jörg Wolter Implementing SAP Customer ® Competence Center Bonn � Boston Contents Preface ....................................................................................................... 11 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 2.3.1 CCC Strategy .................................................................... 20 2.3.2 CCC Governance ............................................................... 20 2.3.3 CCC Processes .................................................................. 20 2.3.4 CCC Technology ............................................................... 20 2.3.5 CCC Culture and Skills ...................................................... 20 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 3.4.1 CCC Services ..................................................................... 29 3.4.2 CCC Governance ............................................................... 29 3.4.3 Architecture of the SAP Landscape ................................... 30 3.4.4 CCC Sourcing .................................................................... 30 3.4.5 CCC Excellence ................................................................. 30 3.4.6 CCC Organization ............................................................. 30 5 Contents 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 4.2.1 SAP Service Strategy ......................................................... 38 4.2.2 SAP Service Design ........................................................... 39 4.2.3 SAP Service Transition ...................................................... 39 4.2.4 SAP Service Operation ...................................................... 39 4.2.5 Continual Service Improvement ........................................ 39 4.3 Role Model ................................................................................. 39 4.3.1 Roles Within the SAP Application Operation .................... 40 4.3.2 Committee Landscape of SAP CCC .................................... 42 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 5.1.1 Control Processes of SAP CCC ........................................... 61 5.1.2 Core Processes of SAP CCC ............................................... 62 5.1.3 Support Processes ............................................................ 66 5.2 Process Standards for SAP Application Operation ........................ 67 5.3 Service Level Management ......................................................... 69 5.3.1 Targets of the Service Level Management ........................ 69 5.3.2 Implementing the Customer Expectations ......................... 69 5.3.3 Controlling the CCC Resources ......................................... 69 5.3.4 Internal Marketing ............................................................ 70 5.3.5 Cost Control ..................................................................... 70 5.3.6 Responsibilities and Obligations ....................................... 70 5.3.7 Establishment Procedure .................................................. 71 6 Contents 5.4 Service Desk and Incident Management ...................................... 72 5.4.1 Targets of Service Desk and Incident Management ........... 73 5.4.2 Simple Incident Report ..................................................... 73 5.4.3 Use of Effective Tools ........................................................ 73 5.4.4 Smooth Cooperation with SAP ......................................... 74 5.4.5 Identification of Improvement Potentials .......................... 74 5.4.6 Responsibilities and Obligations ....................................... 74 5.4.7 Procedure for Establishing an End-to-End Support Process 77 5.5 Information Management ........................................................... 79 5.5.1 Goal of Information Management ..................................... 79 5.5.2 Establishment Procedure .................................................. 80 5.6 Contract Management ................................................................ 83 5.6.1 Goals of Contract Management ........................................ 83 5.6.2 Responsibilities and Obligations ....................................... 83 5.6.3 Establishment Procedure .................................................. 84 5.7 Coordination of Development Requests and Change Management .................................................................. 84 5.7.1 Goal of Change Management ........................................... 85 5.7.2 Responsibilities and Obligations ....................................... 86 5.7.3 Establishment Procedure .................................................. 87 5.8 Procedure for Developing the Process Model .............................. 88 5.8.1 Vision of Process Management ......................................... 88 5.8.