Show TOC

Function documentationEngagement and Performance Locate this document in the navigation structure


The Engagement and Performance scenario in the SAP Engagement and Service Delivery work center checks and improves the performance of your business processes and IT organization, iteratively. You identify Top Issues und Issues, plan and perform self-services, and document each engagement cycle, qualitatively and quantitatively.

Organizing measures in engagement cycles focuses on those services which are of most use to you. This increases your benefit from SAP Enterprise Support.


  • The Enterprise Support Engagement view is active. See SAP Note 1492013 for further information.

  • To be able to create support requests, your user must have the role SAP_SERVICE_REQUEST_ALL.


An engagement cycle comprises one or more Top Issues or Issues which you want to handle in a specified period, to improve the performance of your business processes and IT organization. You specify targets for your improvement measures, and document the extent to which your targets were achieved, and the improvements achieved in the engagement cycle. An engagement cycle comprises the following consecutive phases.

360° Review

You analyze the current status of a solution, identify Top Issues and Issues, and generate corresponding benefit cases and support plans.

For your first engagement cycles, use standard improvement measures for typical Top Issues, e.g. database growth or expensive SQL queries. These improvement measures have already been tried and tested by numerous customers.

In subsequent engagement cycles, a self-service helps you to identify further organization-specific Top Issues and Issues.

Benefit Case

The benefit case describes the benefits that the improvement measures for a Top Issue or Issue can have for your business process users and IT organization. If you plan several engagement cycles, the estimate of the expected benefit helps you to prioritize the planned engagement cycles.

You have access to the following resources for the standard benefit cases delivered by SAP:

  • Experience reports of customers who have already performed the improvement measures

  • A simulation to quantify the benefit of an improvement measure for your organization

Support Plan

In the support plan, you organize and plan the tasks which are assigned to the Top Issues or Issues of an engagement cycle.

You specify which tasks you want to perform in your own self-services. You assign activities, Top Issues and Issues, and specify priorities, responsibilities and deadlines.


Perform the self-services. Display the execution status of the self-service.

Reports and Results

Document the benefits of the engagement cycle, and create an SAP Enterprise Support engagement status report. This does the following:

  • Ensure that you have not forgotten any important tasks.

  • Document the engagement cycle for all participants.

  • Get quantitative and qualitative data to help management to plan the support strategy of your organization.