Primary Certification Questionnaire for Customer COE

Customer Center of Expertise:

Primary Certification Questionnaire
Applies to all Support contracts
Version 4.0 (February 2022)

This document is for information only.

Please request certification via the online questionnaire
([Link]

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Primary Certification Questionnaire for Customer COE

A. General Information
1. Overview

Customer Information Information

Customer number (of the to be (re-)certified COE): < customer number >

Customer (Name): < customer name >

Customer address (Street/No.): < street / No. >

Customer Address (Postal Code/City/Country): < postal code / city / country >

Customer COE Manager (Name/contact data): < name / contact data >

SAP Information
Customer COE certification SAP auditor < name >
(Name/contact data):
Date of certification audit (day/month/year): < day / month / year >

Date of last re-certification (if applicable): < day / month / year >

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Primary Certification Questionnaire for Customer COE

General Requirements
Criterion Answer Requirements
1. Which customer numbers is the Customer COE responsible list of all customer numbers, Fulfilled:
for? - that are supported by the the Customer COE takes over the governance for all
Customer COE customer and installation numbers (according to
Please select the customer numbers supported by your COE. the contractual obligation)
The customer numbers selected will be flagged as Primary list of all customer numbers,
Certified with a successful audit - that are supported not by
Customer COE

2. Do you run a Create awareness for key questions of a hybrid

operation
o OnPrem solution landscape? Yes/No
No points will be assigned.
o Hybrid solution landscape? Yes/No

Is your Customer COE responsible for the hybrid SAP

landscape? Please answer the additional questions at the end
of the respective section of the questionnaire

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Primary Certification Questionnaire for Customer COE

General Requirements
Criterion Answer Requirements
3. 1. Customer COE Strategy
Have you defined a vision, mission, and goals for your Customer COE?
Describe your Customer COE Strategy in keywords.(bullet points are enough). A Customer COE strategy should primarily describe how
Max. 2 Points Yes/ No
business and IT strategies meet business requirements and
Description how the Customer COE creates measurable business value and
How is your Customer COE strategy reflected within your corporate and IT
efficiency. While the main purpose of Customer COE
strategy? Briefly elaborate. You can also attach additional materials. Max. 2 Points
Description Governance is to establish the necessary governance
mechanisms and roles required to link business and IT
3. 2. Customer COE Governance objectives, the Customer COE Organization defines how the
Kriterium
What governance model do you have in place for your Customer COE? What does Customer COE is integrated into the existing organizational
it entail? (e.g. a collaboration model between IT and Business, KPIs, Customer mode.
Description
COE role model, service catalog, and so on)? Max. 2 Points For more information, check out the Customer COE Standard
“Customer COE Strategy, Governance and Organization”
Which ITIL-compliant SAP roles (non-authorization roles) have you established in (CCOE Portal / Media Library).
your company? These could be key users, business applications experts, and so
on. Max. 2 Points Description
The auditor will assess the level of awareness for the
importance of Customer COE strategy, governance, and
3.3. Customer COE Organization
organization topics, as well as whether a structured approach is
How is your Customer COE anchored organizationally within your company? in place.
Please describe briefly whether you have a central or virtual approach in place, Description The customer-specific realization is not part of the assessment.
and where your Customer COE is organizationally integrated. (e.g. own business
unit, part of overall IT or other variants). Max. 2 Points Further information: If you require further support, please
contact [Link]@[Link].

POINTS: Strategie, Governance and Organization: Max. 10 points

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Primary Certification Questionnaire for Customer COE

Questionnaire
Section 1
[Link] Function: Information Management
Criterion Answer Requirements

1.1 How does the Customer COE manage information within the company?
Are the procedures and responsibilities documented and centrally available (e.g.
Guidelines)? Overall question – details below. Description Description of information management processes
needed
How does the Customer COE identify their target group and relevant information?
Available documentation (e.g. Customer COE communication
How does the Customer COE distribute information within the company (e.g. via procedure attached)
newsletters, intranet, webinar)?

Do you have an internal Customer COE page integrated within your Intranet? Max. 15 points

1.2 Please describe how the Customer COE searches for information and updates Description Description of the search strategy used by the Customer COE
Intranet, Internet, Blogs, Document Share Sites, 3rd party Sites ( etc.) needed to obtain needed information.

Available information (e.g. Customer COE investigation

procedure) attached

Max. 2 points

1.3 Does the Customer COE entail a designated person responsible for Yes/ No Role description
information management?

Please provide a short role description. Description Max. 2 points

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

1.4 Please explain the informational activities attended within the last certification
period (initial certification - last 12 months). These can include, but are not limited
to, SAP information events like user group conferences, WebInars, informational Description List of all attended events or activities
calls, etc.
Max. 2 points

1.5 Do you use the Customer COE page in SAP´s Support Portal (Yes/No)?
Yes/ No
Would you like to give additional feedback on how to improve the Customer COE Description on which areas are used and, as an addition, how
page? Description helpful these are for your daily work?

Please provide feedback about useful areas/topics and rate their benefits for your Max. 2 points
daily work. To do so, please send an email to [Link]@[Link].

1.6 Did the Customer COE establish active communication with SAP Sales or
comparable SAP contact persons within the last 6 months to discuss the SAP
solution as well as the future company strategy? Yes/ No Short description about the conducted activities

Max. 2 points
Please provide a short description about conducted activities.

Description

1.7 Are there Internal Marketing activities initiated by the Customer COE in place?

Which instruments are in use to make the Customer COE better kown in your Yes/ No Description provided about the marketing strategy (e.g.
company? marketing plan if existing)
Description
Please provide a list of conducted Marketing activities Examples provided about Marketing activities

Max. 5 points

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

1.8. Enhanced collaboration model in hybrid landscapes Create awareness for hybrid landscapes

Do you have direct communication channels for the end user / customer cloud Yes/No No points will be assigned.
application set up (e.g. SAP Jam, social media)?

Describe the communication channels that you use, and how the processes of a
Descirption
timely communication are defined.

Provision of Information to the end user’s department of enterprise IT strategy /

Yes/No
security guidelines

Do you inform your company and make use of SAP Trainings regarding new Cloud
Yes/No
products/functionalities and working models in the cloud landscape?

Do you provide your own training on new cloud products / functionalities and
Description
working models in the cloud landscape? If yes, which?

POINTS: Information Management: 30 Max. Points

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Primary Certification Questionnaire for Customer COE

2. Basic Function: Contract and License Management

Criterion Answer Requirements

2.1 Is the Customer COE involved in Customer´s Contract and License

Management processes? Yes/ No Minimum requirement:
Clear process & responsibilities, Customer COE´s knowledge
How does the Customer COE support these processes e.g. the evaluation of about it, involved at least as information hub
existing licenses, internal license needs, and the contractual negotiation with Description
SAP?

Is the Customer COE part of the alignment of the company’s licensing strategy,
Max. 8 points
especially regarding the licensing of new SAP products? For more information, see
the SAP Licensing Process Guide.

Are all involved stakeholders at customer side informed about Customer´s Yes/ No
Contract and License Management processes and the current contract and Description
license situation?

How can a Customer COE ensure this? Please provide a short description and/or
attach a documentation.

2.2 Is the Customer COE or the responsible person for Contract & License
Management informed about the relevant SAP pricing and conditions? Yes/ No
Knowledge about the latest SAP pricing and conditions
SAP pricing and conditions are available through your SAP Account
Executive/Account Team. Max. 3 points

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

2.3 Has a process been established to ensure that system and user data is
Yes/ No
constantly updated in SAP ONE Support Launchpad. Have respective Process description,
responsibilities been defined? clear responsibilities,
Details: governance
[Link]
Max. 6 points
[Link]
via the corresponsding SAP ONE Support Launchpad application “System Data”
and “User Management”

How is the Customer COE involved? Description

Please provide a short description and/or attach a documentation.

2.4 Is the Customer COE informed about SAP´s License Key Administration Yes/ No Customer COE has to deal with SAP´s License Key
processes? Administration processes and should know the internal contact
person to react if needed.
Is there a responsible person defined for license key administration? Yes/ No
Max. 3 points
Further information about the contacts are available at the SAP Support Portal or
in SAP ONE Support Launchpad under “My Important Contacts” in the “My
Profile” Section.

2.5 Does the Customer COE take over the governance of the license audit process
of all SAP systems within the company, including preparation, execution,
reviewing of measurement results? Yes/ No Minimum requirement
Details please find in SAP Support Portal. - clear process & responsibilities,
Please provide a short description and/or attach documentation regarding: - knowledge about it
- performing the license audit
Description Max. 8 points
- interfacing with other teams submitting individual system measurement results
(to provide one consolidated measurement result to SAP)
- interaction with the SAP Account Executive

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

2.6 Has a governance been established for maintaining and updating user data
(i.e. user creation, user classification, user validity etc.) for each individual SAP
system via user maintenance (transaction SU01)? Yes/ No Minimum requirement
Further details please find (user classification) in SAP Support Portal. - user management in accordance with SAP´s LA needs,
- clear processes, responsibilities,
How is the Customer COE involved? - knowledge about it

Please provide a short description and/or attach documentation Description

Max. 5 points

2.7 Have all users got / been ascribed a unique identifier (e.g. employee number,
e-mail address etc.) to ensure proper grouping and consolidation with the License Yes/ No
Auditing Workbench (LAW)? - unique identifier per user
or
If it is not possible to define an unique identifier, has a workaround been defined
Yes/ No - workaround to ensure correct LAW result
that leads to a correct LAW result anyway and that is accepted by SAP?
Max. 4 points

2.8 Are the measurement results being sent to SAP using the online transfer
option? Yes/ No
Online data transmission as recommended by SAP
Either via:
- SAP Measurement Program (Transaction USMM) or via Max. 3 Points
Description
- SAP License Administration Workbench (Transaction SLAW)?

2.9. Extended licence/contract management in hybrid landscapes Create awareness for hybrid landscapes

In addition to the onPremise Contract Management, do you have the responsibility Yes/No Clear processes and responsibility
for cloud contracts?

Describe the set up/customized processes for the cloud contracts. Description

POINTS: Contract & License Management: 40 Max. Points

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Primary Certification Questionnaire for Customer COE

3. Basic Function: Innovation/ Influence SAP Development

Criterion Answer Requirements

3.1 Which processes, tools and services are used to avoid SAP source code
modifications? Yes/No
Minimum requirement
Define the processes, including stakeholder involvement and decision making
procedures. What role does the Customer COE play? Description - clear process & responsibilities
- Customer COE is informed about it
Please provide a short description and/or attach documentation.

Max. 8 points

3.2 How does your Customer COE keep up-to-date with innovations of SAP The Customer COE is up-to-date/knows where information is
standard functional scope? (Learn more: Customer COE Standard Continuous Description available.
Success)
Max. 4 points
Please provide a short description and/or attach documentation.

3.3 Digital Transformation Customer COE knows the available SAP information and
services. (5 points)
Is your Customer COE aware of the available SAP information, tools and services
to improve the existing SAP landscape and business processes, as well as use Yes/No Customer-specific assessment of new technologies, added
innovations? (Learn more: Customer COE Standard Continuous Success) value and solutions. Knowledge of the recommended, free of
charge SAP services. (5 points)
How do you find out where there is improvement potential for your productive
SAP ERP regarding both business processes and IT, and which improvements Description Service requested & performed. (SAP Innovation snd
make sense for your specific scenario?(see [Link]/pathfinder) Optimization Pathfinder,
SAP Business Scenario Recommendations
Max. 10 points

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

3.4 Is the Customer COE in contact with the responsible departments / business
process managers to discuss the advantages of the innovations in the SAP Yes/No The Customer COE is aware of business requirements and
standard functional scope? (Learn more: Customer COE Standard Continuous supports business in providing information/ -sources of
Success) innovations of SAP standard functional scope
Description
Please provide a short description and/or attach documentation. Max. 5 points

3.5 Is the Customer COE aware of the current options to influence SAP
Development? Yes/ No The Customer COE is informed & information is provided to
[Link] involved teams at customer’s organization
(link to basic function “information management”)
How does the Customer COE provide this information within their company? Description
Max. 5 points

3.6 In order to support transparency about the customer´s interaction with SAP
Development and to provide up-to-date information regarding SAP´s Influence Minimum requirement
channels (Improve, innovate) to the customer, a named contact person
(“Influence Contact”) is needed for SAP. - There is a defined named contact
- The Customer COE stays in contact with this person
Please name a responsible “Influence contact” and provide the contact data Contact
(Name, Email-Address, Postal Address) Name
Max. 5 points
Further information about the contacts are available at the SAP Support Portal or
in SAP ONE Support Launchpad under “My Important Contacts” in the “My
Profile” Section.

If the customer´s “Influence Contact” is not part of the Customer COE

organization, is there a communication in place between the Customer COE and
Yes/ No
the named “Influence” contact?

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Primary Certification Questionnaire for Customer COE

Criterion Answer Requirements

3.7 If the customer wants to influence SAP Development, a signed feedback The Customer COE is aware of the need of a signed feedback
agreement between the customer and SAP has to be in place. agreement, Customer COE shares information about its
relevance
How does the Customer COE take care of providing information on the feedback (Link to function “information management”)
agreement to the involved stakeholders? Description
Max. 3 points

3.8 Enhancement for innovation / influence in hybrid landscapes Create awareness for hybrid landscapes

How does your Customer COE discover and bundle, together with the business Description Defined and cross-team processes (IT / Customer COE/
area, requirements for the extended use of SAP cloud solutions? department), rough sketching sufficient

Does the Customer COE come to an agreement with the departments about Yes/No
innovation requests of the used cloud solutions?

Does the Customer COE inform the departments about the SAP influence
Yes/No
channels for SAP Cloud Products? (SAP Continueous Influence)

POINTS: Innovation/Influence SAP Development: 40 Max. Points

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Primary Certification Questionnaire for Customer COE

Section 2

4. Basic Function: Supportability & Collaboration

To complete this section (Fulfillment rate in %), please go to SAP ONE Support Launchpad and start the application „Customer COE Incident Quality Dashboard“.
For further information about the Customer COE Incident Quality evaluation, please see “Customer COE Incident Quality Evaluation Instruction”, which is available in
the Media Library on the Customer COE Portal.

For the primary certification, a time frame of six months applies for consideration. For re-certification, the time period since the last (re-) certification, however, a
maximum of 24 months applies.

4.1 Quality: Criterion Points

< 40 % 0
>= 40 % 10
4.1.1 Fulfillment rate in %: >= 50 % 20
>= 60 % 25
>= 65 % 30
Achieved quality:
For statistical reasons, the total average number of messages/incidents per month has to be greater than four (4). In case of a total average of less or equal to four (4)
messages per month, maximum points (30) will be awarded for the factor quality.

4.1.2 SAP Next Generation Support offerings/SAP ONE Support Launchpad Criterion Yes / No Points

Do you know and use the offers from SAP Next-Generation Support? Yes / No < Yes / No > <5 /0>

Have you assigned yourself the Customer COE role in the SAP ONE Support Launchpad?
Yes / No < Yes / No > <5 /0>
Please see „Help“ information for further details.

POINTS: Incident Quality/Next Generation Support: 40 Max. Points

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Primary Certification Questionnaire for Customer COE

UPDATED 4.2 SAP Application Lifecycle Management (ALM) Criterion Yes / No Points

4.2 SAP Application Lifecycle Management (ALM) tools (SAP Solution Manager, SAP Focused Run or Yes / No < Yes / No > < 10 / 0 >
SAP Cloud ALM) are used productively.

4.2.1 SAP EarlyWatch Alert is activated for productive systems

- Up to 25% of all productive systems <1 / 0 >
Yes / No < Yes / No >
- Up to 50% of all productive systems <2 / 0 >
- Up to 75% of all productive systems <5 / 0 >
- More than 75% of all productive systems <8 / 0 >

4.2.2 SAP ALM tool is enabled for service delivery Yes /No < Yes / No > <6 /0>

4.2.3 SAP ALM Monitoring & Alerting structure as well as a root cause analysis for Java components*
is drawn up for all productive systems.
Yes /No < Yes / No > < 3/ 0 >
* In case no Java components supported in the SAP-centric solution, this requirement will be met.
Please select “Yes”

4.2.4 SAP ALM: Definition of Solution Landscape (at least productive and connected systems) is
Yes / No < Yes / No > <3/0>
established.

4.2.5 SAP ALM: Definition of core business processes (at least of productive solutions) of business
Yes / No < Yes / No > < 3/ 0 >
critical systems is established.

POINTS: Solution Manager: 33 Max. Points

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Primary Certification Questionnaire for Customer COE

4.3 SAP Support Cooperation Criterion Yes / No Points

4.3 A standardized and documented process exists to ensure all SAP systems are on a reasonable
Security Level (e.g. detection of latest relevant SAP Security Notes, SAP Security Patch Days etc.) and
at least two security contact persons are maintained in the SAP ONE Support Launchpad tile “User
Management”. Yes / No < Yes / No > <2 /0>

Further information about the contacts are available at the SAP Support Portal or in SAP ONE Support
Launchpad under “My Important Contacts” in the “My Profile” Section.

4.3.1 The customer has used the SAP Service Offerings according to the individual support contract
since the last (re-)certification*:

For further information please see: [Link] Yes / No < Yes / No > <3 / 0 >
services/[Link]

* For the initial certification, a timeframe of 12 months applies for consideration.

4.3.2 Does the Customer COE take over the governance for support collaboration? Is there a
responsible contact person for support collaboration issues (maintenance plans, release planning, Yes /No < Yes / No > <2 /0>
remote services, service planning)? (see: Customer COE Standard Supportability & Support)

POINTS: Support Cooperation: 7 Max. Points

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Primary Certification Questionnaire for Customer COE

Results Summary Achieved Points

Section 1:
NEW: Customer COE Strategy, Governance & Organization (max. 10 points):
Information Management (max. 30 points):
Contract & License Management (max. 40 points):
Influence SAP Development (max. 40 points):
Section 2:
Supportability & Collaboration (max. 80 points)

Total Section 1 (max. 120 points/min. 60 points needed):

Total Section 2 Support Operation (max. 80 points/min. 40 points needed):
Achieved Total: (required: 60/40 / )

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