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SAP FORUM İSTANBUL 2014Basit Düşün Fark YaratSAP User Experience Management by KNOA Konuşmacı Adı : Javier Biurrarena & Stephen BuddFirma Adı :KNOA

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Knoa: Who We Are

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Knoa is the leading global provider of end user experience management solutions

Many of SAP’s largest customers

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So What & Where is the ‘The Visibility Gap’?

InfrastructureMonitoring

IBM, HP, CAComplete managementof storage, database,

application servers andnetwork components.

ApplicationMonitoring

SAP Solution ManagerInsights into SAP activitylevels at the application

transaction level.

CA WilyApplication testing tools

for quality, scalability andavailability

End UserExperience Monitoring

SAP UEM by Knoa What’s really happening where

it counts – at theDesktop, at the moment

of execution bythe end users

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UserLife-Cycle User Provisioning

• 30% of users are not provisioned properly

Sustainment Training• 45% of sustainment

training delivered to the wrong need

• Prolonged manual training assessments

Super Users• No objective data to identify

super users post go-live

On-demand Help• No visibility to prioritize

content development• Outdated, non-relevant

content

User Support & Issue Resolution• 50% of tickets are user caused• 90% of IT help desk call time is about finding

missing information

Continuous Improvement• 50% to 60% of functionality is not

used post deployment• Prolonged, manual

assessments– lack of objective data

User Analytics• What analytics?

Education Life Cycle Sustainment Challenges

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5

Four High Value Solution Sets

IT Service Desk & Functional Support

• Reduction in MTTR to Diagnose and Resolve Problems

• Pro-Active Support

Call capture

1st level

2nd & 3rd level

Center of Excellence

Application Support

• Change management

• Validate SLA

• Rapid diagnosis, Prioritization, Resolution

• Application Rationalization

Key Apps

CRM

ERP

Financials

Training & Education

• Target Training

• Optimize Training Delivery

• Measure Training Effectiveness Over Time

ERP

Financial

CRM

Line of Business

• Application Adoption

Application Use

Best Practices

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6

Aggregate

SAP UEM by Knoa Operational Process

Monitor Take Action

• Drive adoption

• Drive efficient use

• Resolve IT issues

• Eliminate user errors

• Reduce support calls

• Reduce MTTR

Track business process and user activity with no impact on user and highly accurate data – including the 91%

Analyze, drill-down, alert – 100% coverage including customizations

Realize value and optimize performance

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© SAP 2007 / Page 7

And Over the Long Term

Educational research has demonstrated convincingly that skills learned but not reinforced are lost over time. Unlike bicycle riding or falling off a log, technical skills are particularly vulnerable to degradation.

The obvious method to reduce leakage is to provide "refresher training" continuously.

Most research on retention suggests nearly 30% loss of skill annually for skills that are not routinely reinforced, though significantly less when skills are routinely (and correctly) performed.

-The Silent Killer: Knowledge Leakage and the Impact on Technical Skills, IDC, April 2006

From IDC’s “The Silent Killer”

Demo Session

Thank You!

Javier Biurrarena, MBASales Director EMEAKnoa SoftwareSeptember, 2014Jbiurrarena@knoa.comT. +43 6644257556

Stephen BuddHead of EMEA PresalesKnoa SoftwareSeptember, 2014sbudd@knoa.comT. +44 7984592443