Learn in this new video blog how Varian Medical Systems leverages SAP Enterprise Support services.


My colleague Steven and I had the extreme pleasure of visiting and presenting at the Pittsburgh BusinessObjects User Group last week.   Thanks to Tammy Datri, we were able to join this wonderful group of people for the day and share with them Remote Supportability options for BusinessObjects customers, as well as improvements that have been made and continue to be made to the SAP Support Portal.


Being able to present to the Steel City BusinessObjects user group was a phenomenal experience.  I really love meeting customers in person.  There is something to be said about putting a face to a voice and a name.   We had some great questions, comments, and engagement.  

It was also nice to visit my old hometown.


While presenting, I noticed that there were a few topics that this group were unaware of, so I thought I would share and highlight those items here.


  • BusinessObjects customers can register to be notified via email or text when a software release is available to download.  This is for customers who have an S user ID to access the SAP Support Portal.  To learn more, check out the short how to video below or reference Knowledge Base Article 1553034


  • Not authorized to view the specified document 8088:  Informative and valuable content available that provides SAP BusinessObjects customers with guidelines for  product and support usage.  This information is updated monthly.
  • Enterprise Support Collateral for BusinessObjects customers:  A Checklist of all Enterprise Support services and offerings available for BusinessObjects customers was created with a short description sharing how customers can best leverage Enterprise Support, and the benefits gained from each offering.  **An S user ID is required to access the information**
  • SAP BI Platform XI3.1 Compatibility Matrix:  The SAP BI Platform XI3.1 compatibility matrix has been created to provide you with known compatibility between SAP BI Platform XI3.1 ( previously known as SAP BusinessObjects Enterprise XI3.1 ) and other products in the SAP BusinessObjects suite.  ** We are currently working on a compatibility matrix for BI 4.0**


There we have it.  A big thanks again for the hospitality we received from the Pittsburgh BusinessObjects User Group.   I hope to visit again soon!

The Contact Us web form is used for all written communication with SAP CIC (Customer Interaction Center) and SAP Contracts departments.  This easy to use web form allows customers to categorize their inquiry, enabling quicker routing and resolution times. 

Have questions about licensing, users access, contracts?  This web form can be used to dive down into those categories.


The Contact Us form can be found on the main landing page of SAP Service Marketplace at http://service.sap.com/contactsap


or within the SAP Support Portal at http://service.sap.com/supportcenters


***Note, you will need to have an S user ID to access the SAP Support Portal link



There are a wide range of topics to choose from within the Contact Us form.  Certain topics such as access to software, searching and navigating, downloading documents, and requesting systems and license keys provide a pop up that offers you some additional help options


Once you submit the web form, you can expect to receive confirmation that your inquiry has been received.


If you use the http://service.sap.com/contactsap link to submit your query, you will receive a webpage notification that your request was successfully sent.



If you login with your S-User ID at http://service.sap.com/supportcenters to submit your query, you will receive a similar webpage notification, a confirmation email, and the service request will show up in the Sent section of My Inbox.


Of course, you can still contact the CIC by phone.  A link to all country specific phone numbers is found within the web form.

In my recent blog I explained to you how SAP Enterprise Support helps you to “implement better” using the analogy of building a house. Today I would like to take the picture of building a house one step further.
Imagine a growing town. Houses get built: First some small 3 storey buildings and, later on, much bigger buildings, and finally factories. People and goods need to move between the buildings and eventually a traffic system emerges. After a while the demand grows to optimize traffic flow within the town, hence we need to start building new roads and traffic lights.

Did you know that operating a software solution has a lot in common with this imaginative town?
In fact this town could represent your solution landscape: The houses are applications, the roads are interfaces between the different applications in your solution landscape. As the size and the complexity of our town grows, your solution’s business criticality and complexity grows, too. Thus you have to optimize and automate.

So how can you optimize and automate the operation of your IT solution?
The answer is “SAP Enterprise Support”. SAP Enterprise Support is the proven proactive support offering that will help you operate your “software town” better.

They key for a smooth solution operations is SAP Solution Manager. SAP Solution Manager is the platform to leverage services and tools available from SAP Enterprise Support to help you improve all aspects of your solution operations. The SAP Solution Manager system has toolsets and processes to address your challenges at each phase of the application lifecycle management. In this way you will benefit from business process improvements, a central monitoring infrastructure, an integrated service desk and root-cause analysis to name a few.   The bottom line is you can reduce your risk and lower your TCO through standardized and integrated application lifecycle management with SAP Solution Manager.

SAP Enterprise Support also helps you to operate better with the help of the SAP Enterprise Support academy. The academy offers a powerful combination of training, practical experience, and expertise on demand. Offering both guided self-services and expert-guided services, the SAP Enterprise Support academy ensures that you have access to the whole spectrum of skills that are necessary to master the operation of your solution

Let me highlight today the guided self-services. These new self-services are focused on typical challenges which SAP Active Global Support has seen across its expansive customer base. Some of these are security optimization or data volume management.

With SAP Enterprise Support you are now able to leverage those guided self-services at your own convenience!

In the optimize phase, SAP Enterprise Support provides top issue management through mission critical support. If needed, the support advisory center is there for you 24 x 7 and provides a group of SAP support engineers who will directly assist you with issue escalation and support plan development.  Hence problems are quickly identified and solved.


SAP has developed a methodology to engage proactively and efficiently with our customers. Through the methodology SAP can holistically understand our customers’ situation, jointly define an action plan, and identify benefits to improve operations through the use of SAP Enterprise Support.

Finally SAP Enterprise Support includes proactive continuous quality checks. There are several different continuous quality checks and Improvement Services available to help you to operate better. Some of these are services will help you to analyze your system performance such as the continuous quality check for “technical performance optimization” or make sure your critical core business processes are working efficiently such as the continuous quality check for “business process performance optimization”.

In addition, the engagement methodology ensures that SAP can assist you in getting the most out of SAP Enterprise Support. 



SAP Enterprise Support offers the best services, tools and guidance at each step of the operations and optimization phase.


In a nutshell the advantages of SAP Enterprise Support:

-          Expert guidance through the SAP Enterprise Support academy,

-          Proactive continuous quality checks

-          The support advisory as your direct SAP contact

-          And finally SAP Solution Manager as your platform for success.

SAP Enterprise Support helps you optimize and automate your SAP operations to “Run SAP Like a Factory”.


Direct Link to the new "Operate Better" presentation: http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/e07a44f8-3bbc-2e10-debf-b4560086b6da


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