Enterprise Software

Using Lab Manager for the Support Organization at SAP Business Intelligence

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Executive Summary

This paper describes a VMware Lab Manager solution for a software product support environment and its large group of support engineers at SAP, one of the world's largest software companies. The support engineers work within the new Lab Manager environment in parallel with other support personnel who oversee the technical needs of the department. The solution allows the support engineers and managers at SAP BusinessObjects to perform their support tasks more effectively, thus reducing the costs of solving problems and enhancing customer satisfaction with the company's end user products.

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