What to Expect:

Most enterprise support still works the same way: something breaks, a ticket is opened, and an engineer scrambles to fix it. SAP is changing that model entirely. This community conversation introduces SAP’s Preventive Customer Risk Mitigation (PCRM) framework, the engine behind what SAP calls ​“Invisible Support.” Through a combination of Agentic AI, real-time system monitoring, business event calendars, and historical support data, SAP proactively identifies risks in customer environments and mitigates them before any disruption reaches the user.

Speakers: 

Elma Gehlen Adams | VP | Head of Preventative Data-Driven Support

Tarun Luthra | VP | Global Head of Industries & Customer Experience Technical Support

This Community Conversation is being brought to you by ASUG Communities. To find your ASUG Communities, explore here.

Key Takeaways:

• Why SAP is moving from ​“resolve your issue” to ​“advance your goal,” and what that means in practice
• The PCRM framework: four scenarios (Go-Live, Business-Critical Events, Release Updates, Business Continuity) and how they protect customer environments
• The Black Friday proof point: how SAP safeguarded $17.8B in Cyber Week 2025 sales across 167 customers, two consecutive years of zero outages
• What ​“Invisible Support” looks like from the customer’s side, and how it integrates with SAP Mission Control Center
• The 2026 roadmap: how coverage is expanding to more SAP solutions and use cases

Suggested Resources:

• Explore your dedicated IT Operations Resource Center to access all previous ASUG Community Conversations, resources, and materials to support your journey.
• To connect with other ASUG members, join the IT Operations Community.
• To continue the conversation, join the IT Operations private LinkedIn group.

If you have questions in advance of this Community Conversation, please reach out to us at communities@​asug.​com.