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This presentation introduces the various customer roles for SAP Cloud

Solutions. Expectations for SAP Cloud Solutions key users and administrators

are set, for both the implementation project and after the go-live.

Now let’s get started and have a look at your SAP Cloud Solutions role, what

your responsibilities are and how you will be best prepared to do the job.

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When a customer implements or supports a SAP Cloud Solution, various roles

exist. The administrator and subject matter expert roles are what SAP calls a

“key user” of the SAP Cloud Solution. This presentation focuses on a key

users’ responsibilities both during a SAP Cloud Solution implementation and

after go-live.

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How are you best prepared to successfully fulfill your role as key user of the

SAP Cloud Solution?

Review the content in the Learning Center and Help Center within the SAP

Cloud Solution.

SAP has developed best practices based on our experience –take

advantage of this and don’t reinvent the wheel.

Talk with your manager regarding your responsibilities to ensure you have

the bandwidth to serve as a key user and implementation project team

member. Resource constraints or reassignment of resources can cause

significant delays to your go-live.

Gain hands on experience with the SAP Cloud Solution by purchasing one

or more self-enablement services. For more information, refer to the

Business Center at www.sme.sap.com or email

CloudEnablement@sap.com.

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The following slides provide an overview of your deliverables as a key user

participating in a SAP Cloud Solution implementation project.

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What is expected of you as a member of the SAP Cloud Solution

implementation project team?

As a key user, you make business decisions in your respective area of

expertise to help define the solution.

You are responsible for the successful and timely completion of the project

tasks assigned to you, such as configuration, data migration and testing.

You own your enablement with the objective of acting as a multiplier to

rollout the SAP Cloud Solution within your organization.

Lastly, you’ll support extended project team members with issues and work

with SAP Cloud Support, as needed, via the built-in incident management

tool.

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Let’s have a look at the overall project structure, the project roles and

responsibilities.

There is one joint project team consisting of customer, SAP and/or Partner

team members working closely together. Extended team members, such as

customer end users or SAP Cloud Support, are engaged by the core project

team members as needed.

The project set up clearly defines responsibilities of all involved: You as a key

user will be guided through the project by the designated project manager, who

will identify key tasks in the “Cloud Launch Navigator” tool. You will work

autonomously, but will regularly interact with your assigned consultant(s). The

SAP or partner service level, such as which activities are performed by a

customer or SAP/partner, were agreed upon in your services contract (called

the Statement of Work).

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The SAP Cloud Implementation Methodology enables standardized

service offerings through a prescriptive delivery approach of all Cloud

Launch Services. It describes what tasks need to be performed when.

A detailed roadmap of all the project tasks tells you as a key user easily

what to do in the respective project phase, and supports your activities with

a set of predefined accelerators and tools.

You can view the project tasks by phase so you know what needs to be

done when – this reflects a project manager view - or you can view the

streams as a group of related project tasks which flow across multiple

project phases – this reflects more the key user view.

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For the Scope Verification Checkpoint, your deliverables are to:

Validate that the agreed upon SAP Cloud Solution scope and business

processes meets your business requirements

Verify that the implementation project schedule is doable given your

assigned tasks and bandwidth

Assist with the documentation of any custom content requirements

Complete integration prerequisites for systems, security and infrastructure

Identify relevant fields for integration to third party systems

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For the Solution Acceptance Checkpoint, your deliverables are to:

Execute configuration activities for the SAP Cloud Solution

Confirm that the demonstrated business scenarios within the SAP Cloud

Solution meet the business requirements

Approve the custom development concept

Verify the plan for migrating data from the current system to the SAP Cloud

Solution

Set-up connections to third party systems and mobile devices as per the

agreed upon integration concept

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For the Readiness Acceptance Checkpoint, your deliverables are to:

Complete self-enablement

Prepare and load data into the SAP Cloud Solution

Prepare the Test Plan and execute the defined test scenarios in the SAP

Cloud Solution, including any custom content

Validate that the integration between the SAP Cloud Solution and other

systems work as expected

Create the cutover schedule and prepare the SAP Cloud Solution

production environment

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For the Go-Live Checkpoint, your deliverables are to:

Develop and execute a transition plan so that roles or organizations

impacted by the go-live of the SAP Cloud Solution are prepared in advance

Conduct end user training within your organization and establish a help

desk to support them questions regarding the SAP Cloud Solution

Execute the cutover schedule

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Once the SAP Cloud Solution is live, it is in your hands. Let’s have a look at

your key user responsibilities after Go-Live in more detail.

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After the SAP Cloud Solution is taken live, you are responsible for:

Processing incidents from end users and when you are unable to resolve

the issue, you will interface with SAP Cloud Support.

Maintaining users with access authorizations, user substitutions and

monitoring business tasks within the SAP Cloud Solution.

Maintaining and monitoring background jobs and communication with

external systems such as e-mail servers, printers, phone or integration with

third-parties.

Adapting your SAP Cloud Solution as needed, such as changing form

templates, scope and configuration

Testing new SAP Cloud Solution releases prior to the production upgrade

Multiplying your SAP Cloud Solution within your organization by training

new users and supporting existing users

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After the SAP Cloud Solution is live for productive use, the implementation

project is closed. The SAP Cloud Solution owner within your organization will

be introduced to the Account/Engagement Manager, who will serve as the

primary contact for questions related to strategic topics, additional services,

product releases and upgrade planning. Allow him/her to help you maximize

the return on investment (ROI) for your SAP Cloud Solution. S/he can engage

other services within the SAP organization, as needed.

SAP Customer Care will notify your SAP Cloud Solution IT contact regarding

system availability, legal and functional changes, customer surveys, etc.

SAP Cloud Support will assist the key users via incidents.

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