Gartner Research

How to Tackle the Challenges of Running a Global SAP Competence Center

Published: 11 August 2011

ID: G00215079

Analyst(s): Derek Prior , Pat Phelan

Summary

Optimizing the SAP support organization remains one of the challenges most frequently asked about by SAP enterprises. Success will result in lower ongoing support costs and greater realization of business benefits from SAP investments.

Table Of Contents
  • Overview

Analysis

  • Overview
  • Building and Maintaining an SAP Competence Center?
    • Support
    • New Projects and Application Changes
    • Knowledge Center
  • Effective SAP Competence Centers Across International Boundaries?
    • Where to House the Support Organization
    • Where to Locate the Core Support Team
    • 24/7, Follow-the-Sun Support Requirements
    • Managing Remote Teams and Virtual Organizations
    • Prepare for Resistance to the Organizational Change
    • Going Global With the Superuser Network
  • Roles Needed in SAP Competence Centers Are Changing

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