ontdek de waarheid achter het échte gebruik van uw sap systeem – met harde cijfers
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SAP ALM forum 24 may 2012, 's-HertogenboschSprekers:Marjolein de Wit, SAP Education Software Specialist, SAP NederlandDoug Stasko, Sales Engineer, KNOA Software Inc.TRANSCRIPT
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Discover the real usage of your SAP software – with hard figures
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Marjolein De Wit - SAP Doug Stasko –Knoa Software
Your Presenters
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© 2011 SAP AG. All rights reserved. 3
25% of reported performance problems
are not real
75% of system and application errors are
never reported
45% of end-user training is delivered to the wrong
need
50-60% of application functionality is not used
30% of performance problems are caused by
user behavior60% of upgrades and
roll-outs cause business disruption
The end-user visibility gap
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© 2011 SAP AG. All rights reserved. 4
SAP User Experience Management – What is it?
“Knoa Technology is the market-leading provider of enterprise performance management solutions, on-premise and cloud, that monitor, measure, and manage how end-users are utilizing enterprise applications to optimize the end-user experience, enhance user performance, and deliver ROI in real time”
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© 2011 SAP AG. All rights reserved. 5
Knoa Product Strategy
Connect: 100% Automated & Complete Monitoring of Core Enterprise Applications
Discover: Analytics Dashboard Delivers User Experience & Performance Data
Manage: Optimize Performance & Deliver ROI
Action.
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© 2011 SAP AG. All rights reserved. 6
SAP UEM by Knoa delivers value across enterprise
Application SupportEnd-User Support Application Dev and QA
IT Stakeholders
Business Department Heads Governance, Risk & ComplianceTraining & HCM
Business Stakeholders
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© 2011 SAP AG. All rights reserved. 7
SAP UEM by Knoa Product
Old New
UEM 5.5
Standard Reports
No Flexibility Standard Reports Complete Flexibility
Imbedded Analytics
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© 2011 SAP AG. All rights reserved. 8
Product Demo
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Interested?If you are interested in SAP UEM by KNOA? Feel free to contact [email protected]
Any questions?
Thank you for your attendance!
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Appendix
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User Support Dashboard SAP UEM 7.0
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Application Support Dashboard SAP UEM 7.0
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Training Dashboard SAP UEM 7.0
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User support success story
Industry: Healthcare Services Revenue: $108 Billion Employees: 35,000 Monitored End-users: 13,000
Challenge Suboptimal use of SAP Increasing support costs Increasing Service Transition
Cost/Timeframes High ‘cost to competency’
Primary Stakeholders IT Program Management Office End-user support
Goals Understand and optimize
end-user effectiveness Reduce end-user support cost
Value Drivers Identified under-adopted functions 20% reduction in Warranty Periods 35% reduction in MTTR 20% reduction in training costs 2X productivity gain in user support Decreased “cost to competency”
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© 2011 SAP AG. All rights reserved. 15
Training success story
Industry : Aerospace Revenue: $4.5 Billion Employees: 20,000 Monitored End-users: 6,000
Challenge Expected high turnover in
next 3-5 years creates need for fast on boarding of new employees.
Primary Stakeholder HCM/Training
Goals Targeted training Objective User Performance
Assessment Expose user adoption issues Identify system performance
issues
Value Employees at full effectiveness in
weeks not months Reduce Training Costs Reduce end-user support costs
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Challenge Highly Complex Environment with
20,000 end-user Inability to validate problems Decreasing utilization Manual effort to collect metrics Can’t identify investment priorities
Primary Stakeholder: Center of Excellence Director, Help-desk VP Compliance LOB owners
Goals Improve satisfaction rating to
4.5 out of 5.0 Decrease ERP support costs Continue to drive adoption
Value Drivers End-user productivity gains of 2-10% 20% reduction in training costs 2-5 FTE reduction in process support Support tickets reduced by 7% 10% improvement in resolution times
Industry : Food and Beverages Revenues: $34 billion Employees: 127,000 Monitored End-Users: 5,000
User adaptation & efficiency success story