SAP User Experience Management by Knoa

1. SAP User Experience Management by Knoa The “No Drama” Upgrade:On-time, On-Budget, No Business Disruption

2. Why Focus on the End-User? “Many ERP implementations fail to deliver the expected business result because companies pay insufficient attention to the training, change management and end-user support that will drive the sought-after business performance improvements.Companies need to consider the deployment of tools and processes that give insight into real end-user experience and actual performance to highlight problem areas where proactive measures can be applied to drive maximum business success – at the time of implementation and throughout the deployed life of the software application.” Pat Phelan, Research Director, Gartner, Inc.  

3. SAP UEM Solution Focus • SAP UEM is focused on the people intensive areas of the SAP ecosystem. • Helps customers reduce the total cost of ownership of SAP • Helps customers drive maximum user-productivity and effectiveness IT/end-user Support IT/end-user Support

4. SAP End-User Management by Knoa • The only product to measure the literal end-user experience and performance in SAP. All end-users, all the time, every transaction. Application Response Quality Of Experience Adoption &Usage User Behavior • Utilization • User Errors • Active/Idle Time User Workflow • Process Proficiency • Process Compliance Infrastructure Errors • OS, Servers, Networks, • Databases • Application Errors • ABAP Errors, Method Not Allowed • User-Experienced Response Time • Transaction Response • Navigation Response

5. SAP-Wide Performance At Your Fingertips

6. SAP UEM Identifies and Enables Action Performance Dashboards Reports Key Performance Threshold Reporting Comprehensive Alerting

7. SAP EUM Provides “One Version of the Truth” forAll Functions To Take Appropriate Actions Line of Business End-User Support` IT/Application Support Education/Training

8. Upgrades Represent Significant Cost and Risk • Upgrades Stress Employees and Drive Support Costs up for: • End-User Support • Training • Change Management • IT Support • Consultants and Integrators • SAP UEM has been proven to reduce the cost and risk of upgrades, through: • Improved quality and application performance at launch • Real-time identification of post go-live performance and quality issues for immediate resolution • Significant reduction of the amount of time required for post go-live “hyper-care” 7

9. Achieving the “No Drama” Upgrade • On-Time + On Budget + Minimal Business Disruption = • The No Drama Upgrade

10. The “No-Drama” Upgrade: Eight Best Practices Complete Utilization Audit to Optimize Engineering Investment Develop Testing Scripts based upon actual usage Accelerate UAT with automatic documentation of application errors Identify end-user interface problems and training needs during UAT Identify application problems in production in minutes or hours – not days and weeks – after go-live Identify any system performance problems immediately (if not sooner) after go-live Identify application functionality that has not been adopted by the end-users Identify which end-user/groups/locations are having usage problems in days after go-live

11. The “No-Drama” Upgrade: Eight Best Practices 1: Complete Audit of Existing Real Utilization to Optimize Engineering Investment • SAP UEM utilization stats will show which customized functionality does not need to be brought forward because it is no longer utilized • Existing usage patterns help prioritize optimization efforts • Customers have gained a 20-50% reduction in application engineering efforts for upgrade

12. The “No-Drama” Upgrade: Eight Best Practices 2: Develop Testing Scripts based upon actual usage and workflows • 20-50% reduction in time invested in developing testing scripts • More accurate testing yields higher quality

13. The “No-Drama” Upgrade: Eight Best Practices 3: Accelerate UAT with automatic documentation of system and application errors • Knoa performance instrumentation provides 100% visibility into application and system errors encountered by test and pilot users • Shorten testing cycles by 10-15% • Improve application quality by 5-10%

14. The “No-Drama” Upgrade: Eight Best Practices 4: Identify end-user interface problems and training needs during UAT • Knoa performance instrumentation provides 100% visibility into errors created by end-user actions by test and pilot users • 25-50% reduction in end-user errors through UI changes and more effective training focus

15. The “No-Drama” Upgrade: Eight Best Practices 5: Identify application problems in production in minutes or hours – not days and weeks – after go-live • Knoa performance instrumentation provides 100% visibility into application and system errors encountered by production users • 30-50% reduction in infrastructure and application incidents within four weeks

16. The “No-Drama” Upgrade: Eight Best Practices 6: Identify any system performance problems immediately (if not sooner) after go-live • Knoa’s Dynamic Base-lining allows you to spot performance problems BEFORE they impact business users and operations • 50% reduction in reports of performance problems to the help desk.

17. The “No-Drama” Upgrade: Eight Best Practices 7: Identify which capabilities have not been adopted • Knoa utilization metrics provides 100% visibility into adoption and usage by end-user, group, department, location –etc/ • Achieve 85% adoption rates 4 weeks faster, on average.

18. The “No-Drama” Upgrade: Eight Best Practices 8: Identify which end-user/groups/locations are having usage problems in days after go-live • Knoa performance instrumentation provides 100% visibility into errors created by end-user actions by production users • 35% reduction in end-user errors during first four weeks of production

19. How Does Knoa EPM Change the Upgrade Equation? With Facts: • Here are the Knoa results from the first go-live day.Average response times for CRM were 2.3 seconds, within target • 36 specific transactions are outside of the target response range • - We have prioritized responses based on the number of users and transactions impacted • - Only 563 key process executions • have been impacted • End-user adoption rates were 54% for day one • Adoption rates for the fifteen critical transactions • were 86%, slightly above our target • We experienced 83 different system errors • - 16 were in critical transactions • - Only 4 prevented transaction execution • End-user errors were below the targets • - 8 transactions require immediate training remediation • On Day one we identified and eliminated 23 system errors, 15 response issues and 15 common end-user errors.

20. Significant Reduction in the Hyper-Care Period Knoa EPM enables companies to significantly reduce the amount of time And cost required for hyper-care by quickly identifying performance issues and tracking issue resolution in real time. Adoption Objective Of 85% Effective Use Target Of 70% Achieve Target Metrics Faster Response Time Target Of 3 seconds Day 1 Day 120 Day 30- 60

21. Benchmarking -- Unprecedented ability to evaluate the business results of an upgrade Key metrics before and after: • Average response time for key transactions improvements ranged from 45% to 120% • System errors were reduced by 25% • User errors were reduced by 34%