I recently attended the SAP Active Global Support (AGS) Analyst Summit in Costa Mesa, California, along with a member of TEC’s software selection services team. At the November event, attendees were presented with the AGS Strategy for 2012 and in-depth reviews of SAP’s customer support offerings. There were a number of different themes presented by the members of AGS, but the theme that really caught our attention is SAP’s commitment to moving from reactive to proactive customer support.
In this article I am going to give some background on SAP’s current support offerings, highlight SAP’s Solution Manager as the company’s technology support enabler, and summarize the SAP support offerings. The article will also take a look at the possibility for predictive customer support that SAP may be able to provide in the future. Read the rest of this entry »