TUESDAY, NOVEMBER 10, 2009

Keynote
Welcome to the International Customer COE Information Forum
Tuesday, November 10, 09:00-09:30
Festsaal, Main Ballroom
In times of challenging competitive business environments and increasing IT requirements, the interface between business and IT gains considerably more significance. For SAP® Enterprise Support services, SAP has taken up this concept, partially modified it, and assigned a central role to Customer COE organizations. Hence, today and in the future, the centers will have a crucial part in identifying and possibly accentuating the added value of SAP Enterprise Support. Along with this, a range of barriers faced especially by new centers have to be recognized and addressed. In particular, events such as the international Customer COE Information Forum and user groups are excellent platforms to acquire the knowledge needed, establish networks, and contribute to further development of concepts and methods.

Frans den Roy van Zuijdewijn, ICCC Chairman and Manager, Customer Competence Center, Koninklijke BAM Groep nv

Keynote
Application Lifecycle Management: Supporting the Enterprise in the New Reality
Tuesday, November 10, 09:30-10:30
Festsaal, Main Ballroom
Do you know what success will look like in the new reality and what you will  need to do to achieve it? SAP continues to focus on the challenges faced by Customer COE organizations. These include having the agility to implement high-quality solutions faster and the control to conduct their operation at lower cost, regardless of sourcing model. SAP´s strategy is to enable its customers to manage and master the changing complexity around these challenges. SAP suggests an application lifecycle management framework that helps you engineer operations to reduce cost and risk for your software solution spanning end-to-end business processes. This comprehensive approach includes:
- An organizational model that drives integrated quality management throughout the application management lifecycle 
- The SAP Solution Manager application management solution as a central  platform that offers integrated content, tools, and methodologies needed to implement, support, operate, and monitor your SAP software 
- Run SAP methodology, which helps enable you to optimize the implementation and ongoing management of end-to-end solution operations SAP Enterprise Support is a key enabler that helps you protect your IT investments with offerings based on a comprehensive, integrated methodology for deploying and managing software innovations. Come hear how SAP continues to innovate in the market by partnering with the SAP user group executive network on solutions to measure progress and  make the achievements of your Customer COE organization even more visible. SAP looks forward to successful  collaboration with you, the Customer COE community, to achieve transparency,  accountability, and the clear  measurement of value - for success in  the new reality. 

Gerhard Oswald, Member of the Executive Board, SAP AG 
Dr. Uwe Hommel, Executive Vice President and Head of SAP Active Global Support, SAP AG

Solution Documentation for SAP Enterprise Support
Tuesday, November 10, 10:45-11:30
Salon 11 and 12
In this presentation you will: Get an overview of the three documentation types available in SAP Solution Manager Learn where this information is reused in SAP Solution Manager and how you can benefit from it. Get an impression of the documentation maintenance effort (demos). Find out more about the documentation possibilities (decision tree).

Henrik Zimmermann, Senior Product Manager, SAP AG

Customer COE
Tuesday, November 10, 10:45-11:30
Salon 14
Whether you´re optimizing or implementing your SAP solution operations organization, come and gain key insights
on how the organizational model of a Customer COE center enables a "single source of truth." Understand how key roles, processes, and support infrastructure are leveraged to help ensure integrated quality management throughout the application management lifecycle. Learn which center roles are key to driving quality throughout the application management lifecycle, and how these roles can help enable you implement solutions faster and operate them at a lower cost.

Sheree Johnson, Senior Program Manager, SAP Active Global Support, SAP America Inc.

Training for Application Lifecycle Management - What You Need When You Need It
Tuesday, November 10, 10:45-11:30
Salon 15
IT organizations today are challenged to find the right people with the right kills
to achieve their strategic objectives. Within the application lifecycle management
methodology, training offerings are designed to accelerate and maximize the return on your SAP investment by giving your staff members the knowledge they need to get the most from your SAP solutions. Take advantage of the curriculum, and empower your IT organization by leveraging standardized methods and procedures. With instructor-led, virtual-led, and e-learning training options - end a certification program - a comprehensive range of options is at your fingertips.
Find out how these offerings aid in establishing reliable and efficient IT operations.

Kevin Kelly, Executive Vice President, Managing Partner, Jason Roberts LLC
Ellen Jewell, SAP Active Global Support Partner Manager, SAP America Inc.

End-to-End Integration Testing
Tuesday, November 10, 11:45-12:30
Salon 11 and 12
Gain key insights on the latest methodologies to analyze the impact of change and perform holistic tests in heterogeneous environments accordingly. Learn how SAP Solution Manager can help you ensure quality and reduce efforts by providing a comprehensive, integrated test-management solution with business blueprinting, change-impact analysis via test planning, and manual and automated test execution.

Martin Flegenheimer, Chief Information Officer Ferrero Germany, Ferrero
Marcus Wefers, Senior Director Solution Management, SAP Active Global Support, SAP AG

Transitioning IT to a Value Leadership Role
Tuesday, November 10, 11:45-12:30
Salon 14
A wave of change is occurring in best practice IT organizations in measuring IT value based on business performance improvements. The value academy program explains a customer´s best practices in value-management disciplines to help companies adopt a valuedriven evaluation of program priorities and ensure delivery remains focused on benefit realization.

Jack Childs, Vice President Global Value Delivery, SAP America Inc.

Transforming IT at The Charmer Sunbelt Group
Tuesday, November 10, 11:45-12:30
Salon 15

Paul Fipps, Chief Information Officer and Vice President of Business Services, The Charmer Sunbelt Group

Quality-Gate and Transport Management
Tuesday, November 10, 14:00-14:45
Salon 11 and 12
The SAP Active Global Support (SAP AGS) organization provides a quality-gate management service to help you achieve an integrated and consistent process for all operational units across all organizations. In addition, this change-control service helps enable a central transport mechanism to manage changes across technology platforms and applications and provide transparency of all changes.

Frank Erhard Seidel, Senior Consultant System Technik, Bank für Sozialwirtschaft
Adrian Fischer, Head of CCSAP, ETH Zürich
Patrick Schmidt, Service Architect, SAP AG

Manage Safeguarding Integration Validation
Tuesday, November 10, 14:00-14:45
Salon 14
This presentation focuses on the methodology of the SAP Safeguarding for Integration Validation portfolio of services. Based on the fundamentals, it describes the process from assessment through analysis to optimization and verification.

Juergen Dolderer, Service Architect, SAP AG

Software Change Management Strategies
Tuesday, November 10, 14:00-14:45
Salon 15
Gain key insights on best practice recommendations from SAP for software change management and learn how they can be implemented with SAP Solution Manager. Find out how successful Customer COE centers organize their software change processes with change request management. Learn what the appropriate metrics are for the quality of software changes and how the software change management service from SAP AGS helps you measure them.

Gilles Fellous, Global Solutions Director Information Systems, Sigma-Aldrich
Rainer Nerding, Service Architect, SAP AG

WEDNESDAY, NOVEMBER, 11, 2009

General Session
Customer COE: Strategy and Value
Wednesday, November 11, 09:00-10:00
Festsaal, Main Ballroom
In difficult economic times, companies are more interested than ever in reducing their total cost of IT operations. SAP´s commitment to helping our customers both protect their investments and closely manage costs focuses on an integrated and comprehensive offering to cover the complete application lifecycle for SAP and non-SAP software. Implementing the application lifecycle management tools and best practices has helped IT organizations to achieve operational efficiencies while delivering higher business value. A key success factor in realizing this business value is the collaboration and transparency enabled by a Customer COE organization. The model of a Customer COE organization highlights key roles that drive integrated quality management throughout the application management lifecycle based on a single source of truth derived with the help of SAP Solution Manager and SAP Enterprise Support. The successful synergy of application lifecycle management and a Customer COE organization produces tangible results. Better business processes and systems, as well as improvements based on SAP standards for solution operations, are the focus of a benchmarking initiative to demonstrate the measurable benefits by converting key performance indicators (KPIs) into business value. Find out how benchmarking based on year-to-year analysis of customer improvements and peer comparisons of customers will demonstrate how companies can leverage application lifecycle management, a Customer COE organization, and SAP Enterprise Support to drive toward excellence, innovation, and success!

Vivian Luechau-de la Roche, Customer COE Global Program Owner, SAP AG
Uwe Inhoff, Vice President, IT Planning, SAP AG

General Session
Transforming an IT Organization from a Service Provider to a Business Innovation Enabler
Wednesday, November 11, 10:00-11:00
Festsaal, Main Ballroom
Learn how ConAgra Foods optimized operations to realize efficiencies and allocated resources toward delivering higher business value. Establishing a single source of truth and integrated quality management positioned business and IT units for successful, consistent delivery of high quality solutions without business disruption. This presentation will show how ConAgra´s Customer COE drives business value, delivering new functionality every 90 days in a stable, high-performance environment - all while reducing total cost of SAP operations.

Barbara White, Vice President Information Technology,ConAgra Foods Inc.

Automate Your Technical Operations
Wednesday, November 11, 11:15-12:00
Salon 11 and 12
Technical operations address all technical aspects of managing SAP software environments during the operations phase of the application management lifecycle. This includes all aspects of technical monitoring, technical administration, and IT reporting related to SAP software systems. The discussion includes a look at planned functionality for end-to-end monitoring and alerting, end-user experience monitoring, and end-to-end reporting. In addition, learn how administration tasks can be put into the context of a process flow. And hear about planned functionality to standardize, centralize, and automate system operations tasks with the help of SAP Solution Manager.

Symeon Spathis, SAP Netweaver Administrator, SAP Competence Center, Richemont
Michael Kloeffer, Service Architect, SAP AG

Innovation and Protection of Investment
Wednesday, November 11, 11:15-12:00
Salon 14
Learn how SAP Enterprise Support helps customers benefit from the latest innovations in SAP software, while protecting their existing IT investments. SAP Enterprise Support provides guidelines, methodologies, and tools to help customers bring their solution landscape up-to-date. Thus customers are in a position to benefit from the latest innovations delivered via enhancement packages while maintaining a safe environment for their previous investments. Hear how the quality manager, as part of the Customer COE team, plays a vital role to help ensure adherence to necessary processes and guidelines, for example, by setting up a master release plan, documenting custom code, and eliminating modifications where possible.

Michael Schuhmacher, Vice President Installed-Base Maintenance & Support, SAP AG

Success with SAP-Certified Providers of Solution Operations and Implementation Using the Run SAP Methodology
Wednesday, November 11, 11:15-12:00
Salon 15
As companies across the globe change and update processes, the complexity of state-of-the-art IT systems is rapidly increasing while the operating cost for IT needs to decrease. At Tecan AG, where users of paper-based global change processes are situated in various locations worldwide, the 40% process error rate was high and the effort to maintain untainted records became difficult. By implementing SAP Solution Manager and change control management, the complexity and supportability of the global change process has been significantly reduced. In addition, the complete lifecycle of a change is now implemented in one software system.

Otto Winkler, Senior Vice President, TSFI AG
Andreas Nitz, Head of Business Application Services and Deputy CIO, Tecan Group Ltd.
Kai Mlnarschik, Partner Manager, SAP Active Global Support, SAP AG

Business Process Analysis and Monitoring
Wednesday, November 11, 12:15-13:00
Salon 11 and 12
In today´s tough economic times, most customers are looking to optimize their business processes - but it´s hard to know where to start. A business process analysis provided by SAP AGS can help get you started in identifying optimization potential and defining the scope for business process monitoring in SAP Solution Manager. In this session, you will learn detailed information about business process analysis and business process monitoring. Additionally, a representative from Kraft Foods will share practical experience on how business process monitoring helped improve the company´s support of core business processes.

Erik Kuhrman, Manager SAP Competency Center, Kraft Foods Inc.
Volker von Gloeden, Platinum Support Consultant, SAP AG

Business Continuity and Reduction of TCO
Wednesday, November 11, 12:15-13:00
Salon 14
Hear members of a Customer COE team tell how they established a central source of truth - a hub for functional collaboration between business and IT units within their company - in collaboration with SAP. Learn about the value drivers for increased business process transparency, reduced downtime to improve system and business process availability, and reduced total cost of ownership (TCO).

John Landis, Vice President SAP Active Global Support, SAP AG

Accelerate Your SAP Software Upgrade and Enhancement Projects
Wednesday, November 11, 12:15-13:00
Salon 15
Only if your SAP solution landscape is up-to-date in terms of software releases and underlying technology you can benefit from the latest available functionality, leverage new technologies that foster innovation, and guarantee long-term protection of IT investments. This drives the need to upgrade or enhance your SAP software on a regular basis. Every effort is made to help keep the costs and business impact of SAP software upgrades and enhancement package installations as low as possible. In this session, you will learn how to equip your Customer COE organization with current methodologies and the latest tools in SAP Solution Manager to help make your change projects faster and more efficient, and reduce the impact to your business users.

Thomas Seibert, SAP Program Manager, Procter & Gamble
Oliver Kapaun, Service Architect, SAP AG

Managing Maintenance and Handling Enhancement Packages
Wednesday, November 11, 14:00-14:45
Salon 11 and 12
Find out how to clear the path for innovation and minimize risk through transparency about software dependencies and critical prerequisites before downloading SAP software components. Learn how to manage corrective software packages and apply additional business functions provided via enhancement packages.

Oliver Lucas, IT Services, MEAG MUNICH ERGO AssetManagement GmbH
Matthias Melich, Vice President E2E Solution Operations PM, SAP AG

Best Practices for Maximizing the Value of Standard Functionality
Wednesday, November 11, 14:00-14:45
Salon 14
This session will explain the nextgeneration standards supported by SAP business Suite software and how it is different from previous SAP software. You will also learn about new tools, technologies, methodologies, and implementation content embedded in the software. A concrete value scenario will be used to illustrate this, as well as next steps and best practices to help you ensure the best use of the software and maximize its value.

Patrik Fiegl, Workstream Lead for Customer Engagements at the SOA Adoption Program, SAP AG

Accelerate Innovation and Manage Custom Code with Expertise from SAP
Wednesday, November 11, 14:00-14:45
Salon 15
Leverage the unparalleled expertise of SAP experts to protect your investment. Find out how SAP Enterprise Support helps you avoid unnecessary custom developments to help ensure smooth operation of your SAP solution. Learn which best practices and SAP offerings can help you improve solution upgradeability and maintainability through analysis of existing modifications with technical KPIs and indicators to identify custom code and modified objects.

Barbara Althoff-Simon, Senior Vice President SAP Active Global Support, SAP AG

Roundtables

Global Templates for Localization and Change Management
Tuesday, November 10
Session I: 15:00-16:15
Session II: 16:30-17:45
Salon 16
More and more companies are managing global environments across regions and business units, which often have local business or legal requirements, different rollout schedules, and different maintenance windows. One frequently used approach to managing such environments is to define a global template that may manage one single global instance or apply across different instances, such as by region. A major challenge in such an environment is how to continuously roll out solutions to new users and extend business processes while keeping existing users working and business processes stable.

Désirée Schröder, Director SAP CC, Richemont
Barbara Althoff-Simon, Senior Vice President SAP Active Global Support, SAP AG

Quality Management - Achieving Integration and Consistency
Tuesday, November 10
Session I: 15:00-16:15
Session II: 16:30-17:45
Salon 17
For effective quality management, organizations need an integrated and consistent process. In this forum, participants will help us refine the method for integrating all operational units across all organizations in a single quality process. Topics include ways to:
- Help ensure 100% transparency of changes and the ability to drill down to a single version of the truth
- Control, analyze, and document the quality of changes structured via quality gates
- Establish and equip a situation room that monitors and deals with crises in the productive solution landscape
- Increase cross-organizational efficiency through
- A central transport mechanism to manage changes across technology platforms and applications
- Integration of every development workbench into the central transport solution

Adrian Fischer, Head of CCSAP, ETH Zürich
Hartwig Brand, Vice President SAP Active Global Support, SAP AG
Karin Sudrow, Senior Product Specialist, SAP AG
Hans-Jürgen Hennrich, Development Manager, SAP AG

Test Management - Discovering Best Practice Approaches
Tuesday, November 10
Session I: 15:00-16:15
Session II: 16:30-17:45
Salon Kaiserbrunnen
The testing of SAP applications remains a cost driver for the majority of SAP customers. This forum provides detailed insights, best practice approaches, and answers to the following questions from customers using SAP MaxAttention support:
- What are the most important customer challenges?
- What are the proposed best practice approaches from SAP experts for end-to-end integration testing?
- How can you achieve risk-based test scope identification after changes are made to SAP solutions?
- Which test management approaches have actually worked for customers using SAP MaxAttention support?

Barbara White, Vice President Information Technology, ConAgra Foods Inc.
Marcus Wefers, Senior Director Solution Management, SAP Active Global Support, SAP AG
Marc Thier, Senior Vice President Application Lifecycle Management, SAP AG

Business Process Monitoring for Continuous Improvement
Wednesday, November 11
Session III: 15:00-16:00
Session IV: 16:15-17:15
Salon 16
A major goal for chief information officers is to improve business scenarios - such as service-level agreements - and to satisfy the corresponding business unit and key users. That requires access to accurate, fully transparent information on operational performance and challenges. SAP Solution Manager supports standards and best practices that help organizations perform business process monitoring. For example, the software enables organizations to monitor KPIs for business processes, benchmark individual operating units, and identify potential improvements. And it supports them in achieving full transparency into process performance. When you participate in this forum, you can help us by:
- Discussing the experience of implementing business process monitoring
- Providing feedback to the SAP team
- Identifying the requirements for business process monitoring.
For example, you can help us determine how:
- A proactive business process methodology might improve the overall performance of the business operations
- IT can become a major catalyst for overall business performance
- SAP software can support a proactive approach for application management

Erik Kuhrman, Manager SAP Competency Center, Kraft Foods Inc.
Stephen O'Connell, Team Leader Governance, Colgate-Palmolive
Volker von Gloeden, Platinum Support Consultant, SAP AG

IT Strategy and Customer COE Transformation
Wednesday, November 11
Session III: 15:00-16:00
Session IV: 16:15-17:15
Salon 17
The purpose of this roundtable is to discuss the charter of the Customer COE, the underlying principles, and how it contributes to reduce TCO. Today, large companies work in very complex globally distributed environments requiring clear governance and the definition of roles, responsibilities, and processes. The Customer COE becomes a catalyst for the transformation of organizations and the underlying operational processes to achieve the required agility while strictly keeping risk and cost under control. The Customer COE has a charter to:
- Drive value realization from SAP investments by supporting fast, flexible, and safe implementation of new functions and processes
- Drive effectiveness and efficiency by fostering operational best practices, establishing an integrated quality management, and ensuring a permanent process of optimization based on industry best practices and a powerful operations platform
- Reduce TCO by driving a standardization of operational processes and permanently optimizing the use of technical resources
- Drive business alignment through collaborative development of strategic plans, business cases, and requirements, while involving SAP experts early in the demand process
- Optimize resources by focusing team members on high-value-add functional and technical services, fulfilment of current commitments, preparation of future plans, and development and maintenance of close alignment with their business counterparts

Simone Fuchs, Principal Business Consultant, SAP Deutschland AG & Co. KG
Uwe Inhoff, Vice President, IT Planning, SAP AG

SAP Enterprise Support
Wednesday, November 11
Session III: 15:00-16:00
Session IV: 16:15-17:15
Salon Kaiserbrunnen
How can customers achieve tangible benefits with SAP Enterprise Support based on experiences with KPI benchmark programs from the SAP user group executive network and customer successes? Participants will be asked to share customer requirements for future portfolio planning of SAP Enterprise Support. The roundtable will provide a forum to discuss existing and planned deliverables of SAP Enterprise Support and match it with planned customer investments.

Coen van Rooijen, GSS ETS Support Services Manager, Wolters Kluwer N.V.
Paul Rommelse-Sparla, Platform Operations Manager, Wolters Kluwer N.V.
Donal Doyle, Team Lead Infrastructure and SAP Applications, HiPP-Werk Georg Hipp OHG
Michael Rieder, Vice President SAP Active Global Support, SAP AG