Items related to Implementing SAP Customer Competence Center
Synopsis
This book is your comprehensive guide to the building, development, and operation of an SAP Customer Competence Center. As the principal reference on SAP CCC, it brings together strategic advice, practical instruction, field-tested examples, and best practices. Each area of SAP CCC from developing and establishing an SAP CCC strategy to creating and enabling employees is addressed sequentially, as it would be 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.
Readers get a detailed overview of key success factors for the setup and operation of SAP CCC and learn how best to develop the strategy needed for an efficient and effective support organization. Plus, discover best practices and procedures for the implementation of SAP CCC and its integration with the enterprise. In addition, benefit from an in-depth look at the service portfolio that SAP offers in order to support enterprises in setting up, and further developing SAP CCC. Finally, the authors also provide an outlook on current and future trends including Enterprise SOA and Expertise on Demand in order to shed light on their relevance for the support organization.
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
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About the Author
Boris Otto is a Project Manager at the Institute of Information Management of the University of St. Gallen, Switzerland. Prior to this, he worked as a Principal Business Consultant at SAP Business Consulting. Jörg Wolter works for INFO AG, an SAP Partner company, heading the innovation and service development group.
"About this title" may belong to another edition of this title.
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