What are some responsibilities of a Customer Center of Expertise (CCOE)? Note: There are 3 correct answers to this question.

Question

Options

• AEnsure the resources necessary for the project's success are available.
• BDetermine KPIs that will support a continuous improvement mindset.
• CServe as a central contact for SAP and manage interactions with the SAP Service Center.
• DReduce the total cost of ownership for IT.
• EConduct risk-based assessments to determine the value of activating new processes.

• A
  17% (7)
• B
  73% (30)
• C
  10% (4)

Explanation

A Customer Center of Expertise (CCOE) is an internal governance body within an organization that oversees SAP solution quality, continuous improvement, and IT value management - making B, D, and E all core to its charter. The CCOE determines KPIs (B) to measure and drive a culture of ongoing process improvement, reduces total cost of ownership (D) by optimizing how SAP systems and licenses are used, and conducts risk-based assessments (E) to evaluate whether activating new SAP processes delivers sufficient business value before rollout.

A is wrong because ensuring project resources are available is a responsibility of the Project Sponsor or Steering Committee, not the CCOE - the CCOE focuses on governance and value realization, not project staffing.

C is wrong because managing day-to-day interactions with the SAP Service Center is the role of an IT Support or Service Desk function; the CCOE operates at a strategic/governance level above routine support ticket management.

Memory tip: Think of CCOE as the "value watchdog" - it watches KPIs (B), watches costs (D), and watches risk before enabling new features (E). If an answer sounds like project management (A) or helpdesk work (C), it's not CCOE.

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