Gartner Research

Evaluate SAP MaxAttention Premium Support Services to Mitigate Risk in Complex or Custom Projects

Published: 15 June 2015

ID: G00271381

Analyst(s): Derek Prior, Rob Wilkes

Summary

IT procurement professionals must collaborate with CIOs and SAP application leaders to identify implementation projects that involve high risk or co-innovation (joint development with SAP). This will aid in assessing and optimizing the business value of SAP MaxAttention premium support services.

Table Of Contents
  • Key Challenges

Introduction

  • IT Procurement Professionals Are Challenged to Optimize the Cost and Value of Software Maintenance Programs

Analysis

  • Use SAP Premium Support Services Such as MaxAttention to Proactively Speed Up Support Problem Resolution and Reduce the Risk of Disruption
  • When Planning High-Risk Innovation Projects or Co-Innovation Projects With SAP, Evaluate SAP MaxAttention to Help Mitigate Risk and Elicit Critical Support Responses From SAP
    • SAP Business Application Projects Are Frequently Major Investments
  • To Ensure Value From Any SAP MaxAttention Premium Support Service, Build and Maintain a Proactive Relationship With SAP, and Fully and Contractually Document and Monitor All Deliverables

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