Knowledge transfer all the way
Reduce downtime and provide stability
End-user support is typically run on two levels - help desk and key user. The help desk supports the horizontal functionality used in the broader user community, while key users support more specialised departments and specific functions within your organisation.
Knowledge transfer is an important part of our support to keep costs as low as possible. We rely on a combination of pragmatic training and "learning on the job" to build and document our knowledge of the required information transfer.
Expert help - anytime, accurately and anywhere
On the other hand, the IT support team itself often has many different tasks, mostly from very different areas. If the company is large and has a large SAP department, there are of course also special supporters, with explicit expertise. However, this is not always the case, and IT support in day-to-day business is usually the responsibility of the SAP system. And now the IT supporters are getting a message here that's patchy. And from that, the cause of the disorder is now to be identified. Questions are very often required. There are some real ping-pong games here that cost time and frustrate. As a result, tickets are often misdirected. Because support misclassifies them, it incorrectly prioritises them. This leads to very long maturities, to said frustration and ultimately to increased costs, because the operation may then cease. It would be ideal if the support gets a screenshot of the GUI beside the user's comment and additional parameter information, which system etc. Perhaps the information, how important this activity is, which can not be performed at the moment. In order to be able to prioritise the whole thing in the sense of the company.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support.