Remote Support Platform

Remote Support Platform
for SAP Business One: more than a duty
Marie-Laurence Poujois and Martin Putyera
May 26-28, 2015
Customer
SAP Business One Innovation summit - Barcelona
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
1
Are you familiar with these situations?
Tired of providing extensive information on the customer environment when creating
an incident (and always being asked for some more details)?
Ø 
Ask your customer to upload the results of the System Status Report via RSP
regularly. The report provides comprehensive system assessment and will help
speed up processing time.
Annoyed by having to handle each customer at a time for routine support procedures ?
Ø 
With RSP Studio you can assign task centrally to your customers.
Frustrated having to go to the Software Download Center to find patches for your
customers?
Ø 
With RSP, SAP Business One patches can be downloaded automatically on
your customer’s system.
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
2
Remote Support Platform 3.1 for SAP Business One
Features Overview at Customer Installation
Embedded
Tasks and Services
ü  Receive and execute SAP
tasks, Partner tasks and
customized solutions
ü  Heath checks for improved
performance
ü  Self-Healing Wizard
ü  Support of big file and
database transfer
Real Time System
Monitoring
ü  Traffic lights indicate
application readiness
ü  System Status Report
provides comprehensive
system assessment
Flexible Backup
Solution
Controlled
Upgrade
backup
upgrade
ü  Schedule backup
ü  Choose MS SQL backup
options: full, differential or
delta
ü  Automated notifications when
issues are detected
ü  Set additional tasks e.g.
consistency checks to be
executed prior to backup
ü  Overview of hardware and
software configuration
ü  Back up SAP Business One
attachments automatically
ü  Overview of business setup
and customization level
ü  Backup of SAP HANA
database as of RSP 3.1 PL7
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Suppo
rts
MS SQ B1 on
L
SAP H and
ANA
ü  SAP Business One
software updates and
patch download
ü  Pre-upgrade tool always
downloaded automatically
by RSP
ü  Run upgrade test on
company DB silently
ü  Upgrade performed only
when database is ready
Customer
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Benefits from RSP as a Customer
Run Simple with RSP for SAP Business One 24/7
Reduce your TCO due to increased operational effectiveness and
decreased time for support
Minimize unplanned downtime and business disruption
Achieve peak system performance, stability and improved data
consistency
Get accelerated and predictable problem resolution
Reduce time for system maintenance
(i.e. simplified upgrades, automated back-ups, and repairs)
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
4
Remote Support Platform Studio for SAP Business One
A break though in supporting customers remotely
Achieve complete visibility into your
customer base:
ü  Get an overview of all your customer installations
ü  Create and assign tasks to selected customers
ü  View simple tasks results
ü  Release customized solutions
ü  Request database upload and log files from customers
Get detailed customer information via the RSP
Studio reporting system:
ü  Get a consolidated view of your installed base with: versions
used, number of users, localized versions and DB size
ü  View task results and detailed reports (per customer or per
task)
ü  View fixing list for customers with pending healing tasks
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
5
Remote Support Platform Studio for SAP Business One
Develop your own tasks for detailed insight into your customer base
Task templates and immediate execution:
ü  Create tasks from templates with minimum required
setup
ü  Assign tasks to customers and receive results right
away
Change configuration using available tools:
ü  Easily run repetitive scripts by embedding them into the
PowerShell to execute automatically, e.g. log file deletion
ü  Create tasks on the operating system, e.g. check and adjust
system configuration
PowerShell
Some use cases for task creation:
q  Check installed add-ons at customer with information
on settings, usage, license allocation, etc..
q  Check disc space to define what to clean / which folders are
taking most space
q  Request DB upload from customer to partner
q  Delete the content of the temp folder of the customer system
q  Check additional business setting e.g. Warehouse set-
q  Check installed software
up, VAT set-up, etc…
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
q  Change Windows configuration
Customer
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Remote Support Platform for SAP Business One
DEMO
RSP Studio:
Ø  Overview of installed base
Ø  Reporting system
Tasks creation in RSP Studio:
Ø  Check installed software by creating a PowerShell task
Ø  Check add-ons licenses at a customer installation
Ø  Check business setting like VAT set-up
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
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Benefits from RSP and RSP Studio as a Partner
Achieve complete visibility into your customer base with
RSP Studio
Ø 
Detailed customer information with indicators on system readiness and
areas that need attention
Ø 
Visibility into infected customer installations with a particular issue
Improve your efficiency in service delivery
Ø 
Reduced cost of service delivery through process automation like
transfer larger files directly from customer site, automatic database
backup and upload, solution delivery via RSP customized solution.
Ø 
Pro-active diagnostics of known issues via health checks
Enhance your customers’ satisfaction
Ø 
Faster identification and resolution of incidents and data inconsistencies
Ø 
Reliability of solutions => less issues and escalations
High-value services potential without high investment
Ø 
By doing automation of administrative tasks, RSP is freeing up your
staff resources to focus on higher value support services
Ø 
RSP is free of charge. Partners only need to set up a WebDAV Server
in order to use RSP Studio and its reporting
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
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Thank you
Contact information:
Marie-Laurence Poujois
Global Partner Organization
SAP Business One Rollout
[email protected]
Martin Putyera
SAP Business One Development
RSP Product Owner
[email protected]
Visit the RSP page on SAPPartnerEdge.com for more information
©  2015 SAP SE or an SAP affiliate company. All rights reserved.
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