Engagement and Benefits

The Engagement and Benefits scenario in the SAP Engagement and Service Delivery work center handles SAP Support engagements. You identify top issues and issues, plan, and perform self-services, and document each engagement cycle, qualitatively and quantitatively.

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

Prerequisites

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

Features

An engagement cycle comprises one or more top issues or issues that 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, such as 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 that 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.

Services

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

Reports

Display information about an engagement.

Reports and Results

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

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.

Delivery Progress Reports

To document the customer engagement, upload the reports that were delivered to the customer.

Dashboards

The Delivery Progress Reporting dashboard shows the assigned project, its phases or workstreams, and milestones or quality checks. You can download the dashboard data.

For integration validation projects, the dashboard displays the statuses of the business processes and business process steps. The integration validation service provides the data.

Roadmap

You assign roadmaps to an engagement. Roadmaps provide detailed information about the phases of an engagement and what to do in each phase. In addition, you use the assigned roadmaps to create a project structure on the Project tab page.

Project

You can link engagements to project management projects to help structure the engagement.

Assign: Assign a project to the engagement cycle.
Create: Create a new project, using a roadmap to structure the project.
Import: Import a project from a file that was previously exported, for example, from another source.

For more information, see Integration of PPM Projects and Change Request Management.