Implementing SAP Customer Competence Center

This book is the comprehensive guide to the building, development, and operation of an SAP Customer Competence Center. The standard reference on SAP CCC, it brings together strategic advice, practical instructions, real-life examples, and best practices. Each area of SAP CCC ‒ from developing and establishing an SAP CCC strategy to creating and enabling employees ‒ is addressed in the order it would appear in an actual project. Definitive advice regarding the operation of a CCC and numerous examples based on the authors' project experiences bring these concepts to life.
1 SAP Customer Competence Center
Get an overview of the fields of activity and success factors for the setup and operation of SAP CCC.

2 SAP CCC Strategy
Learn how to develop the strategy needed for an efficient and effective support organization.

3 Integrating CCC
Discover best practices and procedures for the implementation of SAP CCC and its integration with the enterprise.

4 Procurement Controlling
See the service portfolio that SAP offers in order to support enterprises in setting up, and further developing, SAP CCC.

5 The Future
Get an outlook on current and future trends ‒ including Enterprise SOA and Expertise on Demand ‒ and understand their relevance for the support organization.

Topic Highlights
• Success Factors, Fields of Action, Maturity Model, Project Lifecycle
• Process Standards for SAP IT Service & Application Management and ITIL
• SAP Solution Manager: Scenarios and Roadmap
• Qualification of Support Staff
• SAP Services