Today's C-level executives and line-of-business (LoB) managers face tremendous pressure. Chief executive officers (CEOs) are under pressure to grow their business; chief financial officers (CFOs) focus on compliance and cost reduction; and LoB managers demand real-time visibility on internal and external processes and competitor differentiation. In contrast, chief information officers (CIOs) struggle with rigid IT systems and ballooning maintenance costs, and at the same time they need flexible, new IT platforms to support the requirements of their business counterparts.

These conflicting goals create an "efficiency/flexibility" dilemma for the CIOs. SAP pursues a strategy based on an enterprise service-oriented architecture (enterprise SOA) with enterprise services that will solve this dilemma, with a full portfolio of SAP Services.

The SAP Services portfolio of service offerings includes consulting, education, support, custom development, and managed services. The SAP Services organization also provides support for implementation, operations, upgrades, business process outsourcing, and the introduction of new SAP products.

SAP Services Strategy

SAP Services portfolio of service offerings is an integral part of SAP's solutions and contributes significantly to SAP's success. SAP Services help customer maximize their success through service program innovations plus a comprehensive portfolio of service offerings. Service programs are specific offerings of SAP experts, methodologies, tools, and certified partners that address specific business challenges that span all phases of the customer solution life cycle:

• Plan: SAP Services enable IT-powered business innovations
• Build: SAP Services ensure project success
• Run: SAP Services enable IT excellence

Going forward, SAP will continue to improve and extend software-related services to help to solve the efficiency/flexibility conflict and accelerate enterprise SOA market introduction.

To extract more value out of existing SAP investments and free resources for new projects, SAP is industrializing its services. Industrialization of services is the standardization and automation of manual service tasks and service expertise. The service industrialization will drive down cost of non-value adding services, and free up customer budgets for specific high-value services.

SAP Services has the unparalleled ability to deliver on customer expectations.

SAP Services Program Innovations

SAP offers service programs to address all major business challenges of SAP customers:

• Adopting enterprise service-oriented architecture made easy
  Consulting and education offerings for enterprise service-oriented architecture (enterprise SOA) focus on enabling successful adoption and implementation of a service-enabled architecture. The services go beyond just road maps; they support you in enterprise SOA discussions in the various paths that customers are starting to adopt across their engagement life cycle
• Supply cost-effective, smooth, low-risk upgrades
  SAP Services delivers comprehensive upgrade services, tools and content to support smooth, low-risk, cost-effective upgrades for all project life-cycle phases. Customers can tailor these offerings to their specific upgrade project needs and objectives from getting up to speed on the newest software releases to introducing new functionality to searching for a long-term strategic advantage. Highlights are the SAP Quick Upgrade Analysis, SAP Quick Upgrade Evaluation, SAP Technical Upgrade, as well as SAP Safeguarding for Upgrade services.
• Safe Passage: Migrate Oracle, PeopleSoft, J.D. Edwards, Siebel, and Retek safely
  The Safe Passage program is a proven and comprehensive offering that delivers migration tools and services, support services, and market-leading business applications to provide Oracle, PeopleSoft, J.D. Edwards, Siebel and Retek customers with a migration path to a more secure IT future.
• SAP IT Excellence: Reduce the complexity of your customer's IT landscape
  The SAP IT Excellence program helps customers reduce the complexity of their IT landscapes, making them less difficult and less expensive to maintain. The program delivers a comprehensive portfolio of services, methodologies and tools to meet the unique production-phase needs of CIOs and their IT teams.
• SAP MaxAttention: Provide technical account management for the entire life cycle
  The SAP MaxAttention support option ensures a close partnership with SAP Services to reduce total cost of ownership (TCO) and increase business benefits, measured through a joint balanced scorecard. SAP MaxAttention provides technical account management for the entire life cycle.
• SAP Safeguarding: Supply technical quality management on a project-by-project basis
  SAP Safeguarding services enable customers to leverage best practices for the solutions being implemented. The service provides project-based engagement that delivers technical quality management for implementations and upgrade projects. SAP Safeguarding offers the assessments, tools, and services customers need to reduce the technical risk and cost associated with implementing new technology.
• SAP Premium Support: Deliver technical quality assessments for the entire life cycle
  SAP Premium Support option supports mission-critical business for the entire solution life cycle. Available to all customers, SAP Premium Support enables SAP Services to play a more active role in establishing support operations for customers and to reduce risk and TCO proactively, while increasing the business value of customers' SAP solutions.

Key Statistics of SAP Services

• Support of more than 38,000 customers with more than 105,000 installations in 120+ countries and 33 languages
• 10,700 employees in Field Services
• 6,000 employees in Global Service & Support
• 6 SAP Global Support Centers
• Cooperation with more than 800 certified Customer Competence Centers and Centers of Excellence

For additional information, please visit:

http://www.sap.com/services

SAP News

• SAP Recognized As Thought Leader in the Business Process Outsourcing Arena
  (May 09, 2007)
• SAP Consulting Accelerates Customers’ Enterprise SOA Road Maps
  (October 18, 2006)
• Fujitsu and SAP Strengthen Services Partnership
  (October 04, 2006)
• SAP Names John Hanley as Senior Vice President in SAP Services Organization; Hanley to Oversee Delivery Services Including Hosting and BPO Powered by SAP
  (October 04, 2006)
• SAP reinforces its commitment to India, CEO announces significant initiatives
  (August 02, 2006)
• SAP Enhances SAP® Solution Manager to Drive New Value for Customers
  (July 25, 2006)
• SAP Expands Presence in Brazil with New Global Service Center
  (May 23, 2006)
• SAP Reduces Software Testing Costs
  (May 22, 2006)
• SAP and Siemens Financial Services Expand Partnership to Meet Growing Demand for Affordable, Flexible IT Financing Tools
  (March 09, 2006)
• SAP Sharpens Application Management Tool to Help Customers Easily Master Their IT Environments
  (March 09, 2006)

Copyright © 2007 SAP AG. All rights reserved.
SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serve informational purposes only. National product specifications may vary.

For more information, press only:

Angelika Pfahler, +49 (6227) 7-63596, angelika.pfahler@sap.com, CET
SAP Press Office, +1 (610) 661-3200, press@sap.com, EDT
Amanda Lietz, Burson-Marsteller, +49 (69) 238 09-54, amanda.lietz@bm.com, CET