HANA News Blog

3 years of RISE with SAP: ECS realignment

Jens Gleichmann • 5. Januar 2025

Realignment if the organization

Starting with RISE with SAP in 2021 the customers had responsible persons at ECS for several different tasks depending on their contract:


  • TSM = Technical Service Manager
  • CDM = Client Delivery Manager
  • SAP Architect
  • Database Engineer
  • Infrastructure Engineer
  • and more

Depending on the contract, these can also be dedicated people for one or more customers.

For this reason SAP introduced SAP ECS PC3 (SAP Enterprise Cloud Services Private Cloud Customer Center) a new digital delivery engagement model already back in 2022.


The SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) - a new digital delivery engagement model dedicated to manage service delivery for RISE with SAP S/4HANA Cloud, private edition customers.


Why is this important now? SAP is transitioning all existing and new customers from the classic CDM/TSM model to the digital model in a phased manner.


What effect does the change have? Most of the roles like TSM or CDM will disappear. Successor of those roles: PC3 Digital Customer Engagement Manager (dCEM)


A new escalation framework will be introduced.   


dCEM

Description: A team of dedicated Centers of Expertise, supporting diverse phases of the engagement lifecycle (Migration & Onboarding, Implementation, Go-Live and Operations).

The Digital Customer engagement Managers are available to support the customers during each stage of your engagement lifecycle.

Role Requirements (only a part of them)


  • Engineering graduate with minimum 8+ years of work experience as SAP technical consultant with 4+ years in customer facing role (consulting, IT support, IT services etc.)
  • Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making
  • Hands on experience with SAP Basis activities, SAP release upgrades and infrastructure updates for cloud customers
  • Cloud architecture and IT technical infrastructure know-how
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)

=> interesting that HEC is still such present that it is mentioned as minimum requirement or is it a copy&paste issue? :)


Summary of dCEM tasks


  • Primary point of contact for customer during the RISE PCE Onboarding journey.
  • Coordinates system provisioning and communicates with the customer to align project information,requirements, and timelines.
  • a combination of CDM and TSM responsibilities


Detailed dCEM tasks

Assigned & Responsible for the customer during onboarding phase

  • Acts as a customer ambassador for various technical teams
  • Drives service kick-off, collects and validates technical information from the customer
  • Accountable for system build, test, network connectivity, system handover to and acceptance by the customer
  • Escalation management & SAP Experts' orchestration during Provisioning and Onboarding activities
  • Manages the implementation of disaster recovery (if applicable)
  • Actively communicates with the customer through PC3 central mailbox.

Available as team of experts during the Implementation, Go-Live and Operations phases

  • Provides the customer with transparency about the progress and KPIs of the SAP Enterprise Cloud Services via automated regular service review reports
  • Initial point of technical contact for customers/partners
  • Ensures meeting the contractually agreed KPIs, resolution of incidents, escalations, change mgmt. through alignment

IMPORTANT: The PC3 Mailbox is the main channel of communication with Enterprise Cloud Service Private Cloud Customer Centre.


Other roles

IAE : Industry Account Executive

Owns the account relationship, governance across SAP line of businesses and Enterprise Cloud services and is contact for all contract related topics


CAA/PCA : Cloud Advisory Architect

The CAA works alongside SAP IAE to present solution to the customer and supports dCEM + build team during handover to deliver.


CSP : Customer Success Partner

This role is depending on your contract, so if applicable this person is responsible for orchestrate all SAP teams with a customer, conduct regular business reviews and proactively engage with the customer’s stakeholders to provide guidance and expertise.


Source of the information: digital service enablement page


Fun fact

SAP is still searching for CDM and TSM roles (status of the job posting: 12/2024) and parallel is searching for dCEM roles - I'm confused.


Summary

SAP remains true to the motto of change. As soon as the customer gets used to processes, they are "improved" and adapted. Also most of the ECS description will change like the ECS workspace was already renamed to "Private Cloud Workspace". Upcoming articles for further changes:


  • latest updates to PC3 escalation framework
  • proactive maintenance with monthly maintenance windows: spotlight on to CMP (Contractual Maintenance Period) and MRC (Maintenance Readiness Check)

SAP HANA News by XLC

SAP HANA NSE - a technical deepdive with Q&A
von Jens Gleichmann 6. Januar 2025
SAP NSE was introduced with HANA 2.0 SPS04 and based on a similar approach like data aging. Data aging based on a application level approach which has a side effect if you are using a lot of Z-coding. You have to use special BADI's to access the correct data. This means you have to adapt your coding if you are using it for Z-tables or using not SAP standard functions for accessing the data in your Z-coding. In this blog we will talk about the technical aspects in more detail.
Proactive maintenance for SAP RISE will start now in 2025
von Jens Gleichmann 5. Januar 2025
Proactive maintenance for SAP RISE will start now in 2025 with minor tasks like updating SPAM/SAINT and ST-PI / ST-A/PI. For those companies which are familiar with frequent maintenance windows, they are good to have such time frames to hold the systems up-to-date and secure. However, for larger companies where such frequent maintenance windows are not common because every minute of downtime is costly and may only really be necessary once, the situation is quite different.
Dynamic Aging for NSE - combined with Threshold and Interval option
von Jens Gleichmann 28. Dezember 2024
Dynamic Aging makes it possible to automatically manage at which point in time older partitions can be moved to the 'warm' data store. The data in a new OTHERS partition is 'hot' data, that is, stored in memory with the load-unit attribute implicitly set to COLUMN LOADABLE. As an extension of the Dynamic Range Partitioning feature Dynamic Aging makes it possible to automatically manage when older partitions can be moved to the 'warm' data store (Native Storage Extension) with the load-unit attribute for the partition set to PAGE LOADABLE. Warm data is then stored on disk and only loaded to memory when required. Dynamic Aging can be used with both THRESHOLD mode (defining a maximum row count number in partition OTHERS) and INTERVAL mode (defining a maximum time or other numeric interval between each new partition). For example, for a partitioned table which is managed by dynamic partitioning and containing date/time information, you can specify an age limit (for example six months) so that when data in an ol
automatic maintenance of the 'others' partition
von Jens Gleichmann 28. Dezember 2024
You can create partitions with a dynamic others partition by including the DYNAMIC keyword in the command when you create the partition, this can be used with either a THRESHOLD value to define a maximum row count number or an INTERVAL value which can be used to define a maximum time or other numeric 'distance' value. The partition can be either a single level or a second level RANGE partition and dynamic ranges can be used with both balanced and heterogeneous partitioning scenarios.
HANA Range Partitioning details
von Jens Gleichmann 23. Dezember 2024
For heterogeneous partitioning schemas Dynamic Range Partitioning is available to support the automatic maintenance of the 'others' partition. When you create an OTHERS partition there is a risk that over time it could overflow and require further maintenance. Using the dynamic range feature the others partition is monitored by a background job and will be automatically split into an additional range partition when it reaches a predefined size threshold. The background job also checks for empty partitions and if a range partition is found to be empty it is automatically merged to neighboring empty partitions (the others partition is never automatically deleted).
A success story regarding BW/4HANA and different data tiering and optimization methodes.
von Jens Gleichmann 20. Dezember 2024
A success story regarding BW/4HANA and different data tiering and optimization methodes. 1) Removed overhead in key attributes which reduced the PK size (often more than 50% of the overall table size) 2) optimized the partitioning design 3) used NSE for write optimized ADSOs 4) introduced NSE for several ADSOs 5) optimized usage of inverted individual indexes
ACDOCA table growth - how to handle it
von Jens Gleichmann 10. Dezember 2024
ACDOCA table growth - how to handle it in a S/4HANA system
HANA 2.0 SPS08 Roadmap
von Jens Gleichmann 6. Dezember 2024
SAP HANA 2.0 SPS08 Roadmap and features Q4 2024
Partitioning process
von Jens Gleichmann 26. November 2024
SAP HANA scaling and tuning with proper partitioning designs
HANA Roadmap
von Jens Gleichmann 21. November 2024
End of maintenance for HANA 2.0 SPS05 in 2025 - plan your upgrade path
more
Share by: