Purpose
SAP Integrated Business Planning is a supply chain planning cloud based solution.
To help customers understand the services supplied with the SAP IBP applications we have created this page to help outline the roles and responsibilities to ensure strong collaboration between SAP and our customers.
Overview
In the following sections, for each of the stages of the Customer Lifecycle, you will find the associated roles, tasks, associated descriptions, and key responsible party or key contact.
SAP Product Support: Support Portal Link (Component: SCM-IBP)
SAP Operations: Support Portal Link (Component: SCM-IBP-OPS-SRV)
SAP IBP Customer Office: Contact john.lopus@sap.com
SAP IBP Customer Engagement Team: engage-ibp@sap.com
Role / Task | Role Description | Responsibility |
|---|
RFP Completion | | |
Security Questions / Audit | | SAP: |
Sizing | Explanation of Sizing Estimator Initial completion of sizing estimator Initial validation of inputs and results Sizing Estimator clarifications
| - Customer / Partner Implementation Team
- SAP Pre-sales
- SAP Development: Ivan Sesar
- SAP Solution Management: Tod Stenger
|
Onboarding Checklist Completion | - Identification of key customer contacts
- Identification of key project data
- Identification of key customer IT architecture/landscape
| - Customer & SAP Account Team
|
Role / Task | Role Description | Responsibility |
|---|
IT Administrator | - Check S-User Authorizations
- Register System for Support
- Download Excel Add-In
- Download HCI Agent
- Review Guides and Help Videos
- Receive IBP, JAM, IBP URLs
| |
IBP / JAM Integration | - Configuration of IBP and JAM integration
| |
Single Sign On Configuration | - Identification of SSO Scenario
- Setting up of Corporate Identity Provider
- SCI and IBP integration and SCI and JAM integration
| |
User Setup | - Initial assignment of Roles and Authorization
- Assignment of Users to Roles
- Business users for consuming the IBP functionality
- Technical users for example, SAP Support users
| |
Transport Setup | - Setup of Transport Paths between different systems
| |
Whitelisting | - Setting up SAP’s network to restrict access to only specific IP addresses
| |
Your SAP IBP Customer Success Team
Role / Task | Role Description | Key Contacts |
|---|
Customer Onboarding | Provide initial provisioning timing Introduction to SAP onboarding and upgrade processes Introduction on to SAP knowledge sources and Key Contacts Software download access support Initial credential support Maintain Customer Contacts Initial Identity Authentication Service support
| |
Identity Authentication Service (IAS) | | IBP Customer Engagement IBP Customer Office
|
IBP Customer Office: Development/Product Liaison IBP Customer Engagement Executive: Solution Adoption Liason | - Ongoing Solution Adoption Support
- Escalation of support issues beyond Development Angel
- Full customer lifecycle engagement and tracking
- Attend regular project status meetings to get visibility into any issues requiring attention
- Monitor any incidents logged and facilitate communication between the customer, support, and development teams
- Provide guidance on how to overcome technical challenges
- Provide feedback to Product Owners on the project and any key learnings
- Customer Influence enhancement request process
| IBP Customer Engagement IBP Customer Office
|
Development Experts | | |
Upgrade Planning and Communications | - Communicate timing and impact of upgrades
- Coordinate scheduling of upgrades
| IBP Product Support IBP Customer Engagement
|
IBP Product Support | - All Product Related issues
- Contact for Operations related topics
| |
Role / Task | Role Description | Responsibility |
|---|
Upgrade Planning and Communications | - Communicate timing and impact of upgrades
- Coordinate scheduling of upgrades
| IBP Customer Engagement IBP Customer Office
|
Planning Area Activation | - Activation of any planning areas post upgrade to take advantage of latest released capabilities.
| |
Smoke Testing | - Testing of basic functionality post upgrade
| - Customer or
- SAP Support (upon request through support ticket)
|
Regression Testing | - Test existing Key Customer Specific functionality
| |
Emergency Patch Application | - Application of customer specific emergency patch outside normal release cycle on customer SAP IBP system
| |
Role / Task | Role Description | Responsibility |
|---|
Performance Monitoring | | |
Integration Job Monitoring | | |
Integration Job Scheduling | | |
Support | - Incident Submission
- Incident Resolution
| - Customer
- SAP Product Support
|
Security | - Ensure all customer systems and data are secure
| - SAP Operations
- SAP Infrastructure
|
System Monitoring | - Ensure licensed applications are available to customers as per contracted Service Level Agreement
| |
Transports | - Transport generation
- Transport promotion
| |
Ad-hoc Backup |
| |
Data Refresh/Copy |
| |
| Infrastructure | - OS build and support
- Regular maintenance activities
- Network configuration and monitoring
- Storage monitoring & escalation
- Backup monitoring, troubleshooting and escalation
- Customer & Partner – Technical onboarding
- Landscape set up activities
| |
| Application Management Support | - Application support for customer incidents
- Application availability to meet customer SLA with monitoring tools
- Technical support for the projects
| |
| Release & Deployment | - Regular QA builds/fixes and deployments
- Regular code deployments for production landscapes
- Change requests implementations
- User provisioning access
| |
| Configuration & Change Management | - Implementing and Documenting changes
- Emergency patching on demand
- Security material handling
- Release software update
| |
Related Content
Support Portal Link
SAP IBP Upgrade Process