Presentation done under sponsorship of ASUG in December, 2008. Focus on the Super User as an important player in SAP education.

1. Super User 101 [ December 4, 2008 Cristin Merritt Insite Objects GREG CAPPS [ ASUG INSTALLATION MEMBER MEMBER SINCE:1998 ISRAEL OLIVKOVICH [ SAP EMPLOYEE MEMBER SINCE: 2004 GRETCHEN LINDQUIST [ ASUG INSTALLATION MEMBER MEMBER SINCE: 1997

3. I couldn’t have done this without…

6. Dirk Manuel

7. Carol Kimball Larry Bean Darlene Hinkle

8. YOU.

9. David W. Hall Elizabeth Ivester Marcos Mella

10. Dedicated to Employee Performance.

12. The Rise of the Super User

13. 72% of the SAP Community uses some form of the Super User Model Survey of 100 SAP Users, Insite Objects, 2008

17. What are their powers? Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

18. What are their powers? Super Training Senses 78% End User Training Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

19. What are their powers? Super Training Senses 78% End User Training 77% One-to-One First Defense Support Power Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

20. What are their powers? Super Training Senses Unafraid of Testing SAP 78% End User Training 77% One-to-One First Defense Support Power 44% Special Projects Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

21. What are their powers? “ Leadership” Survey of 100 SAP Users, Insite Objects, 2008 “ Caring” “ Experienced” “ Patient” “ People Person” “ Talented” Real Experience. Real Advantage.

22. Where do they come from? Survey of 100 SAP Users, Insite Objects, 2008

23. Where do they come from? Survey of 100 SAP Users, Insite Objects, 2008

24. Time Spent in Role: GO LIVE (50%) Stable System (10%) Testing (25%) Provided by Applied Materials, 2008 Real Experience. Real Advantage.

25. Time Spent in Role: GO LIVE (50%) Stable System (10%) Testing (25%) Provided by Applied Materials, 2008 Real Experience. Real Advantage.

26. Super User Ratios: : How big is my group? Real Experience. Real Advantage.

27. Super User Ratios: : How big is my group? What’s the turnover? Real Experience. Real Advantage.

28. Super User Ratios: : How big is my group? What’s the turnover? Is the model necessary? Real Experience. Real Advantage.

29. Super User Ratios: : The ideal class! 20 users Real Experience. Real Advantage.

30. Super User Ratios: : Medium Management! 50 users Real Experience. Real Advantage.

31. Super User Ratios: : Large but safe! 100 users Real Experience. Real Advantage.

32. Their World. Real Experience. Real Advantage.

33. Their World. management training + documentation it + help desk user populace Real Experience. Real Advantage.

34. Alter-Ego Management Real Experience. Real Advantage.

35. Get them early. Train them well. Give them support. Real Experience. Real Advantage.

36. Get them early. Train them well. Give them support. Real Experience. Real Advantage.

37. Get them early. Train them well. Give them support. Real Experience. Real Advantage.

38. Get them early. Train them well. Give them support. Reward them. Real Experience. Real Advantage.

39. Every Super User has a Villain.

40. Change.

41. Weakened Support Loss of Resources Loss of Communication

42. Super User Sidekick “ Technology” Real Experience. Real Advantage.

43. Super User’s Arch Enemies: “ The Support Eroder” Weakens Support Real Experience. Real Advantage.

44. Super User’s Arch Enemies: “ The Support Eroder” Weakens Support Real Experience. Real Advantage.

45. Manual Training Asking for Help Real Experience. Real Advantage.

46. Manual Automated Training Asking for Help Online Documentation & Support Real Experience. Real Advantage.

47. Automation in Documentation & Support Own a Tool (63%) No Tool (44%) Survey of 100 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

49. Document and Support Automation and/or Real Experience. Real Advantage.

50. Document and Support Automation and/or Real Experience. Real Advantage.

51. Document and Support Automation and/or Real Experience. Real Advantage.

52. Document and Support Automation and/or Real Experience. Real Advantage.

53. Document and Support Automation and/or Real Experience. Real Advantage.

54. Current Ways to Provide Online Support: Installed 63%* *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

55. Current Ways to Provide Online Support: Installed 63%* Cloud 40%** *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

56. Current Ways to Provide Online Support: Installed 63%* Cloud 40%** Wiki *Survey of 100 SAP Users, Insite Objects, 2008 ** Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

57. Current Documentation Tools Available: Installed OnDemand uPerform RESITE STT Real Experience. Real Advantage.

58. Current Documentation Tools Available: Cloud Sitelab Real Experience. Real Advantage.

59. Current Documentation Tools Available: Wiki Microsoft Sharepoint DokuWiki TikiWiki Real Experience. Real Advantage.

60. Super User’s Arch Enemies: “ Incommunicado” Destroys Communication Real Experience. Real Advantage.

61. Super User’s Arch Enemies: “ Incommunicado” Destroys Communication Real Experience. Real Advantage.

62. Super Team Real Experience. Real Advantage.

63. In Person Meetings Events Real Experience. Real Advantage.

64. In Person Online Meetings Events Surveys Forums Social Networking Real Experience. Real Advantage.

65. Keeping Super Users Connected Social Networking (39%) Mixture of Events (20%) Medium Scale Recognition / Meetings (7%) Small Scale Recognition / Meetings (7%) Survey of 41 SAP Users, Insite Objects, 2008 Real Experience. Real Advantage.

67. Super User’s Arch Enemies: “ Resource Reverser” Diverts or Changes Your Super Users Real Experience. Real Advantage.

68. Super User’s Arch Enemies: “ Resource Reverser” Diverts or Changes Your Super Users Real Experience. Real Advantage.

69. Which one has the gift?

70. Which one has the gift?

71. Which one has the gift?

72. Subjective Surveys Recommendations Help Desk Real Experience. Real Advantage.

73. Subjective Objective Surveys Recommendations Actual SAP Performance Help Desk Real Experience. Real Advantage.

74. Which one has the gift?

75. Which one has the gift?

76. Which one has the gift?

77. Which one has the gift?

78. Which one has the gift?

79. Which one has the gift?

80. Sourcing Real Experience. Real Advantage.

81. Sourcing Areas for focus Real Experience. Real Advantage.

82. Sourcing Areas for focus Areas for better help Real Experience. Real Advantage.

83. Sourcing Areas for focus Areas for better help Areas for new training/materials Real Experience. Real Advantage.

84. Sourcing Areas for focus Areas for better help Areas for new training/materials Value / ROI Real Experience. Real Advantage.

85. Sourcing Areas for focus Areas for better help Areas for new training/materials Value / ROI Real Experience. Real Advantage.

86. Current Performance Tools Available: Knoa Real Experience. Real Advantage.

87. Current Performance Tools Available: Knoa RESITE Monitor Real Experience. Real Advantage.

88. Current Performance Tools Available: Knoa RESITE Monitor uBenchmark Real Experience. Real Advantage.

91. Change.

92. What about the future?

93. Future Concepts Self Service Training Real Experience. Real Advantage.

94. Future Concepts Self Service Training Smart Support Real Experience. Real Advantage.

95. Future Concepts Self Service Training Smart Support User Empowerment Real Experience. Real Advantage.

96. The World Without Villains.

97. Ideal Model Real Experience. Real Advantage.

98. Ideal Model Real Experience. Real Advantage.

99. Ideal Model Real Experience. Real Advantage.

100. Ideal Model SOCIAL Real Experience. Real Advantage.

101. As of right now, 61% of companies have no new Super User initiatives planned. Survey of 41 SAP Users, Insite Objects, 2008

102. For the benefit of many…

103. It takes only a few.