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Enterprise Service Management Enablement for SAP Partners
This enablement is a two days workshop designed for SAP partners who want to successfully position, scope, and implement SAP Enterprise Service Management (ESM) within the SAP Business Suite.
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Unlocking the Business Value of Intelligent Enterprise Service within the SAP Business Suite
This enablement is a two days workshop designed for SAP partners who want to successfully position, scope, and implement SAP Enterprise Service Management (ESM) within the SAP Business Suite.
Over the focused 2-days sessions, participants will gain:
A clear understanding of SAP’s strategic direction and ESM positioning
A strong, partner-ready value proposition
Insight into core configuration concepts and solution design
Architectural guidance on extensibility and integration
Agenda
Day 1
08:30 – 09:00 | Arrival & Welcome
09:00 – 09:30 | Business Suite and AI-First Strategy: SAP strategy overview.
09:30 – 10:15 | SAP ESM Overview & Value Proposition: Positioning, capabilities, key use cases.
10:15 – 11:00 | AI-Augmented End-to-End ESM Demo: Service process walkthrough - day in a life of an ESM user.
11:00 – 11:15 | Break
11:15 – 12:00 | Business AI Use Cases incl. from ML to Agents: Machine Learning, Generative AI, AI Agents, Conversational AI.
12:00 – 13:00 | Lunch
13:00 – 14:30 | Solution Architecture and Extensibility: Micro Service platform, extensibility concept, analytics.
15:45 – 16:00 | Break
16:00 – 16:30 | Process Readiness: Process Best Practices & Service Request Readiness
16:30 – 17:00 | Closing
Day 2:
09:00 – 09:15 | Arrival & Welcome
09:15 – 10:00 | Hands-On: System Navigation & Basic Setup: Homepage, Organization, Role/Permission
10:00 – 10:15 | Break
10:15 – 11:30 | Hands-On: Creating the Case: Case Type, Case Flow, Service Catalog, Service Level
11:30 – 12:15 | Hands-On: Building a Simple Workflow: Routing to Team, E-Mail Template, Autoflow
12:15 – 13:15 | Lunch
13:15 – 13:45 | Setup Business AI capabilities & Business Information Extraction: ML models, email drafter, customer AI use cases, Business Information Extraction, Business Documents Extraction
13:45 – 14:45 | Hands-On: Forms and Business Document Configuration: Form Designer, Business Document Designer, Document Extraction Schema
14:45 – 15:00 | Break
15:00 – 16:00 | Technical Setup & Integrations: APIs, events, S/4HANA and SFSF connectivity, practical examples.
16:00 – 16:45 | Hands-On: Simple Integration Exercise: Integration of S/4 HANA, End-to-end Process Walk-through
16:45 – 17:00 | Closing
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Portaltech Reply is the leading partner for Customer Experience solutions with offices across the globe. The company has completed numerous large-scale implementation projects and has been awarded the Global Partner of the Year with SAP multiple times. PTR offers a comprehensive set of products and services for multichannel commerce, providing clients with a robust solution for their eCommerce needs around Customer Experience.