SAP UK Ltd

SAP Enterprise Service Management

SAP Enterprise Service Management provides your service agents with collaboration tools, a knowledge base, and connections to back end systems to quickly address customer, supplier and employee issues.

Features

• Internal Service Case Management
• Service Team Collaboration
• Native ERP & Microsoft Office Integration
• CTI / Computer Telephony Integration
• Employee Contact Management
• Omni-Channel Support (including Phone, Chat, Email, SMS Social Media etc.)
• Predictive Case Management
• Intelligent Work Routing & Allocation
• Knowledge Base Integration
• Service Case Workflow

Benefits

• Efficiently support your staff, supplier contacts and accounts
• Improve employee experience by delivering a better service experience
• Provide agents the insights needed to accelerate issue resolution
• Combine front office and back office data in single view
• Create a single view of the employee for optimal support
• Diagnose issues to minimise downtime and optimise service execution
• Instant access to insights regardless of where data is stored
• Leverage conversational AI to automate conversations and take relevant actions
• Make information easily discoverable from anywhere, at any time
• Browser based & Mobile Enabled

£580 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at UKPublicSector@sap.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

792364243469199

Contact

David Dinsdale
+44 870 608 4000
UKPublicSector@sap.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: Web Browser required for clients

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Different ticket priorities have different response times, but the maximum response time for a Priority 1 ticket is 4 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through the service.sap.com website
• Web chat accessibility testing: Unknown
• Onsite support: Yes, at extra cost
• Support levels: 1. Very High - A support message is priority one if the problem has very serious consequences for normal business transactions and prevents urgent, business-critical work from being performed. The message requires immediate processing because the malfunction can cause serious losses. 2. High - A support message is priority two if normal business transactions in a production system are seriously affected and prevent necessary tasks from being performed. 3. Medium 4. Low
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is a wealth of online information, demos and product documentation to help you get started with SAP Sales Cloud. ; ; https://www.sap.com/uk/products/crm/sales.html ; ; https://help.sap.com/docs/SAP_CLOUD_FOR_CUSTOMER ; ; Additionally there is an excellent YouTube channel : https://www.youtube.com/user/SAPCustomerOD
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data Workbench is a data migration and data integration tool for SAP Sales Cloud and SAP Service Cloud. It is based on csv files and leverages the OData API, both import and export options are supported.
• End-of-contract process: SAP work with you to ensure all required data is offloaded at the end of contract. Once this has been confirmed your data would be permanently removed from our system. There are no additional costs at the end of contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: SAP Service Cloud can be operated on mobile devices through the use of SAP's iOS & Android apps. The mobile app also supports offline caching capabilities when a mobile device does not have network coverage.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: OData Service Explorer; ; - Browse standard OData services; - Create and Edit custom OData services (based on standard or custom business objects; - Test OData Services; ; OData Event Notifications; ; - Sends notifications to an external system when a business object changes (create, update or delete),; - Notification body contains an OData link to the changed business object record,; - Available for both standard and custom business objects,; ; OData API Monitor; ; - Allows tracing incoming OData API requests,; - Supports both standard and custom OData services,; ; SAP Sales Cloud For Customer API Overview Documentation: ; ; https://help.sap.com/viewer/1364b70b9cbb417ea5e2d80e966d4f49/2002/en-US/6c0a463cc9ca450cbd01a9a5057ce682.html
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SAP Cloud Applications Studio (also known as Partner Development Infrastructure / PDI or simply Software Development Kit / SDK) is a PaaS-based software development kit, widely used by customers and partners to create customer-specific extensions for SAP Sales and Service Cloud. Functional requirements which go beyond standard capabilities e.g. advanced UI, specific business logic, and data model enhancements, etc. can be implemented using the SAP Cloud Applications Studio with embedded UI Designer tools.; ; The SAP Cloud Applications Studio enables SAP partners and customers to adapt and enhance the solution capabilities of the SAP Cloud solutions. The studio allows SAP partners and customers to:; ; - Work with the same entities that SAP uses in the core development of its cloud solutions; - Develop solution capabilities that have the same look and feel as the SAP standard cloud solutions.; ; SAP Sales and Service Cloud is updated in a quarterly release cycle independent of customer readiness. It is the customer's responsibility that custom developments on top of public cloud solutions need to be tested and maintained in synchronisation with the quarterly release cycle.

Scaling

• Independence of resources: SAP is responsible for the application and can scale horizontally and vertically, as appropriate. SAP guarantee's performance within the SLA.

Analytics

• Service usage metrics: Yes
• Metrics types: Server Time: Duration for the server tenant to process a request from the client. Includes the time to parse the request, execute business logic and provide a response.; ; Network Time: Duration for a client's request to reach the server tenant. Includes SSL time, TCP Connect time, Latency.; ; End to End Response Time: The time a page is rendered and available to the end user again. This includes the Server time, Network time and Rendering time.; ; Count: The number of interactions in a given group or window. For example, the number of interactions in a 10-minute window,; ; User Interactions: User-initiated Transactions
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: The Data Workbench is used to manually import, export, and update data into/from SAP Sales and Service Cloud. Users can also export Report data to a CSV file, PDF or XLS sheet.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS/XLSX/CSV/TXT
  • OData API Uploads (XLS, 3rd Party, IoT etc.)
  • SAP Cloud Platform
  • SAP S/4HANA
  • SAP BW & SAP BW/4HANA
  • SAP & 3rd Party Cloud Applications
  • SAP ERP
  • SQL Database

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The SLA is 99.5% up time for productive versions with planned outages at the weekend. Customer may claim a credit in case of SAP’s failure to meet the System Availability SLA. Credit is 2% of Monthly Subscription Fees for each 1% below System Availability SLA, not to exceed 100% of Monthly Subscription Fees.
• Approach to resilience: SAP leverages Amazon Web Services Availability Zones which are unique physical locations with independent power, network and cooling. Each Availability Zone is comprised of one or more data centres and houses infrastructure to support highly available, mission-critical apps. Availability Zones are tolerant to data centre failures through redundancy and logical isolation of services.
• Outage reporting: All three: a public dashboard,an API and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: SAP’s comprehensive administrative user access management follows the principles of minimal authorization (the need-to-know principle) and segregation of duties. Administrative access to data processing systems in SAP STE is subject to strict requirements for personnel and is managed by an access management tool for cloud services.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: International Standards Agency
• ISO/IEC 27001 accreditation date: 1/06/2021
• What the ISO/IEC 27001 doesn’t cover: All components are covered.
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: International Standards Organisation
• ISO 28000:2007 accreditation date: 30/06/2015
• What the ISO 28000:2007 doesn’t cover: All components are covered.
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • BS10012
  • ISO 22301
  • ISO 27017

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: SAP’s security framework focuses on the three cornerstones of secure products, operations, and the company (see the figure). Secure products put the focus on delivering software to our customers that meets the highest levels of security standards with continuous vigilance regarding vulnerabilities and rapid action to remediate issues. Secure operations add another layer to protect data at the level of internal networks, infrastructure, and ecosystem and prevent security lapses within SAP’s internal operations. Secure company facilitates a culture of security at SAP, where employees and associates understand their role in helping secure SAP and its customers for success in the digital economy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: SaaS Model so all configuration and updates are controlled by SAP.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: SAP’s security-patch management process mitigates threats and vulnerabilities. SAP’s security team rates security patches based on the Common Vulnerability Scoring System standard for operating systems, databases,and virtualization in cloud services. Critical security vulnerabilities that might endanger SAP’s service delivery capabilities. Platform are patched on a priority basis normally on a weekly basis during the weekend.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Securing Cloud services undertakes sophisticated monitoring for malware protection and monitoring. Therefore, SAP has defined and implemented a malware management process with which we consistently and continuously ensure secure service delivery free of viruses, spam, spyware, and other malicious software. It comprises antimalware agent deployment, regular scans, and malware reporting processes.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management process that is aligned with the International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) 27035:2011 information security principles. Security incidents are monitored and tracked by security specialists in cooperation with defined communication channels until resolved. A security breach involves the accidental or unlawful destruction, loss, alteration, or disclosure of customer personal data or confidential data. Or it may refer to a similar incident involving personal data for which a data processor is required under applicable law to provide notice to the data controller.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SAP is committed to a future sustainable world and acts as both an exemplar and enabler of sustainability. For the 16th consecutive year, SAP was named the Software Industry Leader in the Dow Jones Sustainability Index - https://www.sap.com/sustainability/our-approach.html. SAP is committed to fighting climate change by reducing carbon and other emissions. SAP became Carbon Neutral by 2023 and will be Net Zero by 2030.

  Covid-19 recovery

  On any G-Cloud Contract, SAP will create a Social Value Action plan in collaboration with the buyer. Progress will be reviewed, and the plan will be refreshed annually. To help local communities to manage and recover from the impact of COVID-19, SAP can support buyers in several areas. As part of the Social Value Action plan, SAP will: • To support re-training and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high growth sectors. SAP will offer a range of free on-demand and facilitated training to communities served by the buyer. This will be delivered free using the SAP learning portal at https://learning.sap.com. Currently available courses include topics like Circular Economies, Opportunities from a Digitally Transformed Economy and New Work and Purpose. • SAP offers buyers support in key areas for social value relating to COVID 19 Recovery – new ways of working to deliver services; support for the physical and mental health of people affected by COVID-19 and improved workplace conditions such as remote working and sustainable travel solutions. As part of the Social Value Action plan, we will offer a workshop to explain the support we can offer and add tasks to the plan where appropriate.

  Tackling economic inequality

  There are two themes outlined in the guidance relating to this area of social value - Create new businesses, new jobs and new skills; and increase supply chain resilience and capacity. With respect to skills, as part of the annual Social Value Action plan: • SAP will offer a range of free on-demand and facilitated training to communities served by the buyer. This will be delivered free using the SAP Learning portal at https://learning.sap.com. Currently courses cover a range of in demand skills in the IT industry such as Artificial Intelligence, Analytics and Application Development. For these courses, where relevant, SAP will also provide access to technical platforms at no charge so that students may complete the practical learning components of each course. With respect to increasing supply chain resilience and capacity, as part of the annual Social Value Action plan: • SAP will offer to brief the buyer’s procurement and finance teams on the opportunities relating to the SAP Ariba Procurement offering. This could include on-boarding the buyer’s suppliers to the SAP Business Network, a €3.2TN marketplace for suppliers where they can grow their businesses. SAP Ariba Procurement also offers capabilities around supplier risk management to ensure that the buyer’s supply chain achieves the desired level of resilience. The guided buying capabilities of SAP Ariba Procurement also allow the buyer to make it easy for staff to support and comply with organisational social objectives, for example spending with sustainable enterprises or local small businesses. SAP will also share our learnings from 5 by 5 in ’25, an initiative designed to encourage organizations across industries to direct more of their addressable spend toward certified social-enterprise and diverse-business suppliers. https://news.sap.com/2020/10/sap-launches-55by25-purposeful-procurement/

  Equal opportunity

  SAP is committed to being one of the most diverse and inclusive software companies in the world. We proactively promote diversity, inclusion, and social justice and work to ensure that our workforce reflects the gender parity and demographics of all the regions where we have employees. We make every effort to ensure that all stages of the employee lifecycle are inclusive to enable employee success. As part of the Social Value Action plan, SAP will propose a Social Innovation Workshop to explore areas of equal opportunity and look at how we approach diversity and inclusion to see how a shared approach with the buyer could help the buyer’s staff and communities that the buyer serves. For example, SAP supports the following organisations and initiatives: Stemettes is an award-winning social enterprise working across the UK & Ireland and beyond to inspire and support young women and young non-binary people into Science, Technology, Engineering and Maths careers (known collectively as STEM). Enactus UK – SAP is the Platinum technology partner for Enactus UK, giving access to one of the UK’s largest innovation and entrepreneur networks in the UK. Enactus allows teams of students all over the country to work together to find innovative solutions to social issues within their local and international communities; Apps For Good believes that all young people should be empowered to take action on the things they care about most. They provide free tech innovation courses to schools, giving teachers ready-made education content, so young people from all backgrounds can develop computing and essential skills to create a brighter future through technology. Apps For Good partner with leading brands to keep their course content 100% free of charge to schools, as well as giving students the opportunity to directly benefit from their industry expertise.

  Wellbeing

  As part of the Social Innovation Workshop described in the Equal Opportunity section, SAP will include the theme of ‘Wellbeing’ to review optional initiatives that can be added to the Social Value Action plan. For example: • Innovation – SAP offers clients the ability to run innovation workshops on themes that are important to clients. This is often in collaboration with users and communities who can codesign and create a proof of concept of solutions that would address specific challenges and opportunities. We will also offer free training on innovation topics via our SAP Learning portal - https://learning.sap.com. Current courses include Intrapreneurship – Employee-driven Innovation. • Employee and community pulse – SAP is a leading provider of solutions relating to personal wellbeing. We offer to share our learnings of what works well for different challenges and situations that clients wish to explore. We can share examples of how organisations have supported the physical and mental health of their workforce. A current example would be around working practices and return to work in a post COVID pandemic world. • Self-service and a great user experience are key principles of SAP services. We will share insights learned from working with many public service organisations and the world’s most recognised brands on how digital services can bring people and communities together. These insights may then trigger actions that can be added to the Social Value Action plan.

Pricing

• Price: £580 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Contact SAP to arrange access to a cloud-based fully featured ESM test system for a 30 day trial.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at UKPublicSector@sap.com. Tell them what format you need. It will help if you say what assistive technology you use.