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SAP Solution Manager in Application Life-Cycle Management
Implement High-Quality Solutions Faster and Operate Them at Lower Cost
William ToscanoSAP Upgrade Office in Latin America
© 2010 SAP AG. All rights reserved. / Page 3
Application Life-Cycle ManagementThe Strategic Value
AcceleratedInnovation
• Value discovery and realization
• Innovation without upgrade
• Near-zero downtime
Operation at lower cost
• Standardize, unify, and automate operations
• Manage complexity• Manage SLAs
With Application Life-Cycle Management, customers implement high-quality solutions faster
and operate them at lower cost
SuperiorQuality
• of SAP solutions, customer enhancements and partner deployments
• in terms of functionality, performance, availability and security
© 2010 SAP AG. All rights reserved. / Page 4
Application Life-Cycle Management In the Context of ITIL
CorporateFunctions
Financial Mgmt (Budgeting, Accounting, Asset Accounting, Billing)
Risk & Compliance Mgmt
Human Resources(Skill / Resource / Workforce Management, Time Management)
Marketing & Sales, CustomerSatisfaction
Sourcing(Supplier / Procurement / Enterprise Asset / License Management)
Demand, Project and Portfolio Mgmt
IT Service Management
Infrastructure Management
Service, Application and Project Portfolio Mgmt
Project Management
Services Catalog (Service Design & Delivery)
Hardware, Network, OS, DB
Infrastructure Assets and Inventory
Ch
ang
e Man
agem
ent
Service D
esk (In
ciden
t and
Pro
blem
Mg
mt)
Co
nfig
uratio
n M
anag
emen
t
IT Reporting
Analytics
CIO Dashboards
Application LifecycleManagement
© 2010 SAP AG. All rights reserved. / Page 5
Application Life-Cycle Management from SAP A Comprehensive and Integrated Solution
Provides processes, tools, services, and an organizational model to manage SAP and non-SAP solutions
throughout the complete application life cycle
End-to-end Application Life-Cycle Management processes Leverage best practice processes
SAP Solution Manager and integrated SAP and 3rd-party management tools Optimize your tool portfolio
Service & Support Offerings Gain access to expert knowledgeEducational services Empower your workforce
Organizational Aspects Roadmaps (ASAP, Run SAP) E2E Solution Operations standards Organizational Model(Customer CoE)
© 2010 SAP AG. All rights reserved. / Page 6
SAP’s Commitment to Measurable Support KPIs Application Life-Cycle Management as Important Value Enabler
Number of emergency changes Impact of change Number of failed changes
Increase number of days without an outage Reduce mean time to resolve Reduce overall incidents
Business Continuity Business Process Improvement
On current technology stack Number of redundant custom code/
objects; functionality available on newer releases
Protection of Investment andAccelerated Innovation
CPU Utilization and "overall powergrowth rate"
Storage Utilization and growth rate Run & Maintain work required for
deploying support packages and enhancement packages
Reduced Total Cost of Operations
Application Life-CycleManagement
SAP’s goal to provide a rating of application support via key performance indicators is innovative and challenging. The extensive benchmarking phase and mapping of key performance indicators to business value will allow customers to fully understand the benefits of a comprehensive support program.
Peter Wesche, research director, Gartner
“
© 2010 SAP AG. All rights reserved. / Page 7
Customer Proof PointsApplication Life-Cycle Management is Real
”System successfully supported Unilever end-of-year business target of shipping $732 million without any performance issues.”
Irlei Homero, IT Application Services Manager, Unilever Americas
Business Process Improvement
”By eliminating recurring problems, SAP Solution Manager has let DuPont improve system availability by 18% and reduced average system response time by 58%.”
Michael J. Stoko, Director Global Operations, DuPont
Business Continuity
”We implemented enhancement package 3 …. In comparison to the upgrade from R/3 4.6C to ECC 6.0 we could reduce the costs for installation, configuration, test & go-live of EHP3 by almost 10 times.”
Didier Magnien, Director Global SAP Systems, Sappi Limited
Protection of Investment and Accelerated Innovation
”Realized Benefits due to E2E Solution Operations: Up to $ 5 million (one time) due to performance optimization, up to $10 million p.a. due to data volume management, and IT Operations productivity increased by 100%.”Rinat Gimranov, CIO, Surgutneftegas
Reduced Total Cost of Operations
Customer Quotes Program at
http://service.sap.com/alm
© 2010 SAP AG. All rights reserved. / Page 8
Agenda
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
© 2010 SAP AG. All rights reserved. / Page 9
Application Life-Cycle Management An approach in six phases
Application Life-Cycle Management follows the six phases of ITIL application management.
SAP delivers high value for all phases of the life cycle.
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 10
Design PhaseRapid prototyping and clear project scope
Application Life-Cycle Management assets Design of future solution landscape available
Future business processes are defined and ready for implementation
No data loss in the hand-over to build & test phase
Business benefit Lower project risk through optimized technical
infrastructure planning
Lower project cost though pre-configuration, roadmaps and standardized procedures
Less work for specifications by rapid prototyping
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 11
Build & Test PhaseSave up to 30% costs while improving quality
Application Life-Cycle Management assets Configuration is managed centrally and is guided by
pre-defined configuration accelerators All scope changes are tracked and signed off All modifications are signed off by SAP Scenario-oriented testing ensures solution integrity Load tests support sizing and workload distribution Testing and key user training is performed in one step
Business benefit Save up to 30% of configuration and test costs
Lower project cost and increased business continuity through reduction of unnecessary modifications
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 12
Deploy PhaseGo Live on time and on budget
Application Life-Cycle Management assets All stakeholder and project team member collaborate
in one standardized quality process All changes are approved in quality gates and
deployed in one transport consistently to the production landscape
End to end scenario traces validate integration, performance and data consistency
GoLive is signed off by SAP
Business benefit Lower project risk because of synchronized
deployment
Higher business continuity and lower TCO by improved quality
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 13
Operate PhaseSafeguard business continuity and minimize firefighting
Application Life-Cycle Management assets Mission-critical processes are monitored continuously Performance and data growth rate care monitored
continuously Potential disruptions are detected and resolved
before the business is impacted
Business benefit More than 99% business process availability
Increased business continuity by reduced downtime
Lower cost of operations as no additional tools are required, e.g. for monitoring of business processes, systems and interfaces
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 14
Optimize PhaseContinuous, non-disruptive improvement and TCO optimization
Application Life-Cycle Management assets Improve usage, performance and usability of live
business process scenarios Improve applications to fulfill regulatory, tax or other
changed legal requirements Perform technical updates to support latest OS and
DB releases
Business benefitLower TCO though
Reduction of existing database size and growth of up to 25%
Built-in tools for change and quality managementProtection of investment by
Innovation without upgrades Technology upgrades and maximum time for
return on investment and deployments (7-2)
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 15
Requirements PhaseInnovation demand of business departments is fulfilled
Application Life-Cycle Management assets SAP provides full visibility of (innovation) offerings
provided by the SAP ecosystem
Innovation without upgrade is provided with yearly Enhancement Packages
Delta configuration guidelines are provided to the next best business practice
Business benefit Lower project cost by 100% visibility of business
requirements and SAP options
Higher business satisfaction by aligned business and IT processes
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
© 2010 SAP AG. All rights reserved. / Page 16
SAP is now the role model for the evolution of software support offering an industry game-changing standard for transparency,
accountability and the clear measurement of value.
We remain strongly committed to helping our customers both protect their investments and closely manage costs.
Why SAP?
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Life-Cycle
Management
“
Only integrated and comprehensive offering to cover the complete Application Life-cycle for SAP and non-SAP systems
Tools, best practices, accelerators and services all from one vendor
Open to seamlessly integrate third part service management solutions
Measurable Benefits for Business and IT (KPIs)
© 2010 SAP AG. All rights reserved. / Page 17
Holistic approach Integration from project to solution
“Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a solution. It enables us to control every step, from the design, to the realization to the IT operation of the system, and guaranteeing a full tracking and a very effective introduction of the system. We considered we obtained substantial benefits with this adoption, reducing TCO and above all we were successful to manage complex projects and edge operations”
Martin Flegenheimer, IT Director, Ferrero Germany
Projects
Roadmap, Blueprint, and Implementation
Change Control Management
Testing
Solution
MaintenanceManagement
Monitoring &Reporting
Application Incident Management
Operations
© 2010 SAP AG. All rights reserved. / Page 18
Agenda
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
© 2010 SAP AG. All rights reserved. / Page 19
Application Life-Cycle Management ALM Processes
Application Life-Cycle Management provides processes to optimize business continuity and agility
Solution Documentation Central documentation of processes, system
landscape, custom code, partner applications, …
Template Management Standardize configuration across
multiple projects
Solution Implementation Discover and realize enhanced
business functionalityAvoid disruption of business
Test ManagementChange impact analysisEnd-to-end test management
Technical OperationsCentral monitoring & alerting infrastructureUnique End-User Experience monitoringCentral administration tools
Change Control ManagementIntegrated quality managementSynchronized transports of various components Controlled and documented adjustment of
business processes incl. approval process
Maintenance Management Management of corrective software
packages
Application Incident ManagementIntegrated service deskInvolvement of partners in problem resolution Provide root-cause analysis for complex
landscapes with diverse technology stacks
Upgrade Management Comprehensive project support for release
transitionsRequire-ments
Design
Deploy
Operate
Optimize
Buildand Test
Business Process OperationsEnsure business continuityProvide Business KPIsBusiness process benchmarking
© 2010 SAP AG. All rights reserved. / Page 20
Application Life-Cycle Management ProcessesAcross the Life-Cycle Phases
Application Life-Cycle Management
Requirements Design Build & Test Deploy Operate Optimize
Solution Documentation
Solution Implementation
Template Management
Test Management
Change Control Management
Application Incident Management
Technical Operations
Business Process Operations
Maintenance Management
Upgrade Management
© 2010 SAP AG. All rights reserved. / Page 23
Solution DocumentationProcess View
CapabilitiesTechnical Landscape Documentation
Implementation ContentProject Administration and Business BlueprintBusiness Process ConfigurationSolution Documentation AssistantProject Reporting
Solution Directory
Solution Documentation Centrally document and relate business processes and technical information of SAP and non-SAP
Solutions ensuring transparency, efficient maintenance and collaboration
Create technical landscape documentation
Create business process documentation
Hand-over to operations
Verify technical landscapedocumentation
Update solutiondocumentation
Create solution documentation
Documentation ScopeDocumentationtype
Solution Documentation
Verify business process documentation
Hand-over to operations
© 2010 SAP AG. All rights reserved. / Page 24
Solution DocumentationKey Capabilities
Technical Documentation:
Business Blueprint:
Solution Documentation Assistant:
• Provide central, reliable and up-to-date system landscape information for SAP and third-party systems
• Analyze systems automatically to provide a full-scale system usage report and core business process models
• Describe business processes mapped to SAP and non-SAP systems
© 2010 SAP AG. All rights reserved. / Page 25
Solution ImplementationProcess View
Solution Implementation Represents the identification, adaptation and implementation of new and enhanced future-proof business
and technical scenarios Is a part of the application lifecycle and is designed to decouple technical installation from business
innovation Uses the SAP Solution Manager to implement the innovation in the system landscape
Demand SAP Service Marketplace SAP Community Network SAP Solution Composer
Business and Technical Aspects
Project Administration Business Blueprint Implementation Content Maintenance Optimizer Installation Tools Enterprise Service
Repository / ES workplace
Configuration Central Template
Configuration Business Process
Configuration Custom Development
Documentation Composition Environment/
Business Process
Management
Test Management Test Management
capabilities
Requirements Design Build Test
Quality ManagerBusiness Process Expert
System Administrator
Business Process ExpertBusiness
Deploy
System Administrator
Deployment Quality Gate Management
capabilities
© 2010 SAP AG. All rights reserved. / Page 26
Solution ImplementationKey Capabilities
Implementation Content:
Business Process Configuration:
• Provide predefined business scenarios and business processes aligned with SAP Solution Maps to enable projects to perform scoping, configuration, and testing
• Creation of pre-configuration and performance of configuration activities to implement the business processes as defined in the Business Blueprint scope
© 2010 SAP AG. All rights reserved. / Page 27
Template Management Process View
Template Management The template management approach allows customers with multi-site SAP installations to efficiently
manage their business processes across geographical distances – from initial template definition to template implementation and template optimization, for example as part of a global rollout.
Innovation
Management
capabilities
Business Process
Configuration
Require-ments Design Build Test
Template Creation and Update
Deploy Optimize
Business Process
Configuration E-Learning
Management
Test Management
capabilities
Template Implementation
Project
Administration Business
Blueprint
Project
Administration Business
Blueprint
Solution Directory
Comparison and
Adjustment
Requirement rollback & template update*
* Tool support with SAP Solution Manager planned
Rollout of updated template
Solution Documentation
Assistant
Project Reporting
Project Reporting
GlobalASAP Template Roadmap
GlobalASAP Rollout Roadmap
© 2010 SAP AG. All rights reserved. / Page 28
Template Management Key Capabilities
Template Blueprint and Business Process Configuration:
Template Comparison and Adjustment:
• Design and pre-configure standardized business processes and package them in a template forglobal rollout
• Compare and validate current values of configuration items of many systems against a defined target or standard configuration
© 2010 SAP AG. All rights reserved. / Page 29
Test ManagementProcess View
Test Management Functional and performance testing of SAP-centric business processes to ensure validated system
behavior after software change events
Test Option 2
SAP Quality Center by HP SAP Quality Center by HP + QTP
SAP TDMS2SAP Solution Manager
Business Blueprint
SAP Solution Manager
Business Process Change Analyzer1
SAP TAO2
SAP Solution Manager
Business Blueprint
Test Option 1
SAP Solution Manager
Business Process Change Analyzer1
SAP Solution Manager
Test WorkbenchSAP Solution Manager
Test Workbench HP QTP2
MicroFocus2
Worksoft2
IBM Rational2
SAP Solution Manager
eCATT UI based Tests
eCATT
UI + Backend Tests
SAP TDMS2
Automated TestsManual TestsTest PlanningTest Scope Identification
1) Available with SAP Solution Manager 7.0 enhancement package1 2) Additional license required
Business Blueprint
Test Planning Test System Setup
Test Execution Change Deployment
Change Impact AnalysisSAP Solution
Update
New SAPSolution
Test Scope IdentificationType of Change
© 2010 SAP AG. All rights reserved. / Page 30
Test ManagementKey Capabilities
Business Process Change Analyzer:
Test Workbench:
• Change Impact Analysis of software changes on mission-critical business processes
• Test effort can be optimized since it is not necessary to retest all business processes, but rather the ones that are really affected
• Management of functional tests from test planning to test execution and test reporting
© 2010 SAP AG. All rights reserved. / Page 31
Change Control Management Process View
Change Control Management Workflow-based management of business and technology-driven changes, with integrated project
management and synchronized deployment capabilities. Standardized process leading to improved reliability of solution and minimized risk through segregation of
duties and transparency of changes Efficient solution management – all project and system information is saved in SAP Solution Manager
Maintenance
Management Solution
Implementation
Test Management
Require-ments Design Build Test
Change Control Management
Deploy Operate
Enhanced Change & Transport System (CTS+) Quality Gate Management Change Request Management (ChaRM)
Change Diagnostics Configuration Validation
CDMC Solution
Documentation
© 2010 SAP AG. All rights reserved. / Page 32
Change Control ManagementKey Capabilities
Quality Gate Management:
Enhanced Change & Transport System:
• Phase-based overview of the status of software change projects. • The project phases are governed by quality gates. • Synchronizing transports of all changes into subsequent systems increases transparency of the software change process.
• One Transport Tool (CTS) supports all development workbenches and applications. • The tools for creating applications and content are the same. • Integrated into the different workbenches.
© 2010 SAP AG. All rights reserved. / Page 33
Application Incident Management Process View
Application Incident Management … Enables a centralized and common incident and issue message processing in multiple organization levels Offers a communication channel with all relevant stakeholders of an incident. The process includes
business user, SAP experts@customer, SAP Service&Support and Partner Support employees. Is integrated in all ALM processes of SAP Solution Manager, in any SAP Business Suite solution and
could be connected to an Non-SAP Help Desk application Includes follow up activities as knowledge research, root cause analysis or Change Management
Business Department
Business Process execution
!
SAP SupportSupport Department @ Customer
SAP Problem Database (Service Marketplace)
SAP support of complex problems
Support classifies as incident or problem
Support analyzes, searches and provides resolution
User reports incident
Capabilities Service Desk 3rd party Service Desk interface Solution Database Service Connections Global Service & Support Backbone
Notes Assistant Issue Management Service Desk for Service Provider Root Cause Analysis
© 2010 SAP AG. All rights reserved. / Page 34
Application Incident Management Key Capabilities
Service Desk:
Root Cause Analysis:
• Manage incidents between the customer business unit and all support levels: customer IT, SAP Support and SAP partners.
• Due to the integration in SAP applications, the Service Desk gathers context data for the incident.
• End-to-End Root Cause Analysis • E2E Trace Analysis• E2E Workload Analysis• E2E Exception Analysis• E2E Change Analysis
• Wily Introscope (Right to view license)
• BMC Appsight for SAP Client Diagnostics
© 2010 SAP AG. All rights reserved. / Page 35
Technical OperationsProcess View
Technical Operations Represents all capabilities for monitoring, alerting, analysis and administration of SAP solutions Allows customers to reduce TCO by predefined content and centralized tools for all aspects of operations
in SAP Solution Manager Provides End-to-End reporting functionality either out-of-the-box or individually created by customers
Monitor Analyze Change
E2E Root Cause Analysis End-to-End Trace
Analysis End-to-End Change
Analysis End-to-End Workload
Analysis End-to-End Exception
Analysis
Technical Administration Operational Guidance
(Run Book) IT Calendar / Work
mode Management Task Management Central Tool Access
Technical Reporting SAP EarlyWatch Alert (for Solutions) Service Level Reporting
Standardized IT reporting Customer specific reporting
Alert
Reporting
Technical Monitoring & Alerting Status Monitoring End User Experience Monitoring Connection Monitoring Scenario-specific monitoring (e.g. PI, BW,…) Central Alert Inbox Alert Correlation & Propagation Central Template maintenance Open data provider & consumer interface
© 2010 SAP AG. All rights reserved. / Page 36
Technical OperationsKey Capabilities
Technical Monitoring:
Technical Administration:
• Central monitoring & alerting infrastructure.
• Central configuration & deployment capabilities in conjunction with system landscape-aware predefined monitoring templates
• Intelligent alert calculation engine to avoid alert-flooding.
• Tools and capabilities to support Technical Management and IT operations management teams in the efficient planning, implementation, execution, and reporting of the day-to-day operational activities.
© 2010 SAP AG. All rights reserved. / Page 37
Business Process OperationProcess View
Business Process Operation SAP Business Process Integration & Automation Management (BPIAM) comprises the most important
application related operations topics necessary to ensure the smooth and reliable flow of the core business processes to meet a company's business requirements.
ALM Process
© 2010 SAP AG. All rights reserved. / Page 38
Business Process OperationKey Capabilities
Business Process & Interface Monitoring:
Job Scheduling Management:
• Business Process Monitoring• Solution Directory• Service Desk• Business Process Operations Reporting• Service Level Reporting
• Job Documentation• Solution Directory• Service Desk• Change Request Management• Business Process Monitoring• Integration with SAP Central Process
Scheduling by Redwood• Business Process Operations Reporting• Job Scheduling Health Check
© 2010 SAP AG. All rights reserved. / Page 39
Business Process OperationKey Capabilities
Data Consistency Management:
Data Volume Management:
• Business Process Monitoring• Data Consistency Toolbox• Service Level Reporting• Solution Directory• Service Desk • Data Consistency Check Reports• Business Process Operations Reporting
• SAP Early Watch Alert• Data Volume Management Cockpit
© 2010 SAP AG. All rights reserved. / Page 40
Maintenance Management Process View
Detect(potential) bug
Testing
Apply collected fixes / enhancements
Import SAP Note(s)
DeployChanges
Plan Mainte-nance Activity
Maintenance of SAP solutions SAP Notes provide a solution for known issues. SAP Notes are usually applied upon request (e.g. current
incident in productive environment, information from SAP about potential issue (Hot News, Security Notes)).
SAP Notes are collected and released as Support Packages. Support Packages are applied to SAP solutions to comply with legal requirements or run on latest technology.
Go Live
Download &Apply packages
Apply singlecorrection(s)
Note Assistant (SNOTE)
Incident Hot News Security Note
Need to apply Legal Change
Decision to increase Support Package level
Maintenance Optimizer
Installation tools, (e.g. SPAM, SAINT, JSPM)
Apply SAP Notes according Side-Effect Report
Test Management capabilities
Quality Gate Management capabilities
© 2010 SAP AG. All rights reserved. / Page 41
Maintenance Management Key Capabilities
Note Assistant:
Maintenance Optimizer:
• Implement SAP Notes, which have been delivered by SAP service and support, as solution proposal for a customer’s incident, automatically
• Central access point for activities to plan and download software updates.
• Simplified process to identifyand download applicable support items for all of systems, by providing an organized, easy-to- follow guided procedure
© 2010 SAP AG. All rights reserved. / Page 42
Upgrade ManagementProcess View
Upgrade Management Is the identification, adaptation and implementation of new and enhanced business and technical
scenarios Uses the SAP Solution Manager to manage the upgrade project holistically and effectively end-to-end Allows SAP customers to better understand and manage the major technical risks and challenges in an
upgrade project, and to make the upgrade project a “non-event for the business.”
Demand Upgrade Info Center ASAP Methodology Upgrade Roadmap Upgrade Dependency
Analyzer
Business and Technical Aspects
Business Blueprint Implementation Content Solution Documentation
Assistant Custom Development
Management Cockpit Upgrade Tools
Configuration Technical Configuration Business Process
Configuration Custom Development Run SAP Roadmap
Test Management Test Management
capabilities E-learning
Management
Requirements Design Build Test
Quality ManagerBusiness Process Expert
System Administrator
Business Process ExpertBusiness
Deploy
System Administrator
Deployment Hand-over to Support Quality Gate Management
capabilities Data Conversions (Unicode)
© 2010 SAP AG. All rights reserved. / Page 43
Agenda
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
© 2010 SAP AG. All rights reserved. / Page 44
SAP Solution ManagerExtending functionality through integrated SAP Products
SAP PPM by IDS Scheer
16. Monitor and manage implemented business processes
SAP CPS by
Redwood
14. Central ProcessScheduling
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
SAP ProductivityPak by RWD
3. Create BPP based upon SAP transaction process
SAP TDMS
8. Create test datafor test cases using the Test Data Migration Server (TDMS)
SAP TAO
6. Requirements provide information for components to be generated by SAP TAO
7. Compose test cases based onTAO components
SAP Quality Center by HP
5.Build manual test cases
12. Update project analysis with test results
SAP UEM by Knoa
15. Monitor and measure end-user experience and performance
11. Synchronize defects between QC Defect Management and Solution Manager Service Desk
2. Update blueprint after redesigning the current business processes
1. Create business processes documentation
SAP Enterprise Modelingby IDS Scheer
4. Transfer business blueprint and create test requirements
SAP Solution Manager Adapter for Quality Center by HP
SAP LoadRunner by HP
10. Run Load Test before GoLive
9.Run manual and automatic test cases
SAP Extended Diagnostics
13. Integrate 3rd party and custom developed applications in monitoring & alerting infrastructure
© 2010 SAP AG. All rights reserved. / Page 46
SAP Solution Manager 7.0System openness
SAP Productivity Pack by RWD
Links to other training material
SAP Quality Center by HP
Links to documents in external data warehouses
Require-ments
Design
Buildand Test
Deploy
Operate
Optimize
Technical Documentation
BusinessBlueprint
E-LearningManagement
TestWorkbench
Configuration
Enhanced Change and Transport System
JobScheduling
Service Desk
TechnicalMonitoring
Change Request
Management
Interface types:
SAP Adapter
OEM
Open Interface
Partner Interface
Link
PlannedARIS
eCATT *)*) 7 certified solutions
Non-SAP Software
Certified softwareHP OpenViewBMC RemedyTivoli Service Desk
Run Book AutomationCisco Tidal Enterprise Orchestrator
CCMS* *) 9 certified solutions
Root Cause AnalysisCA Wily IntroscopeBMC Appsight
CCMS -XBP* *) 24 certified solutions
SAP Central Process Scheduling by Redwood
CMDB
SAP Solution Manager as an application management platform provides multiple interfaces to 3rd party products.
SystemAdministration
© 2010 SAP AG. All rights reserved. / Page 47
Integration with SAP Global Support Backbone
Receive remote support Secure remote access
Remote connection (Solution Manager) Application sharing (Netviewer)
Full access control Remote service delivery
Transfer information Forward incidents Send SAP EarlyWatch Alert data
Retrieve information Knowledge databases / communities Software downloads and patches Installation and license keys Configuration templates
SAPService Marketplace
Global Support Backbone
Knowledgedatabase
CRM PLM
© 2010 SAP AG. All rights reserved. / Page 48
Define Your Roadmap for Application Lifecycle Management
Manage incidents & requests for change
BasicConfigu-ration
ImmediateStart
Innovate & UpgradeTest
AdministerReport Service Levels
Get SAP Solution Manager ready!
Projects
Extended configuration
Deploy Monitor processes and interfacesManage jobsManage volume
Monitor systems & usersDeploy
Maintenance of SAP softwareCollaborate with SAPProactive Support and Mission Critical SupportRoot Cause AnalysisDocument Technical Landscape
Document Business ProcessesTest
Exploitation Strategies Projects Business Processes SystemsImplementation and Upgrade Application Focus NW Focus
Time to benefit from SAP Solution Manager is short Low customer investment necessary
© 2010 SAP AG. All rights reserved. / Page 49
Documentation Types How to get a Minimum Documentation and fully exploit the Value
SAP Solution Manager – Pre-Requisites for Key Capabilities & Services
SAP Solution Manager Key Capabilities & Services
SAP Solution Manager capabilities can be configured and implemented, based on customer-specific priorities and roadmaps
Individual services and guided expert session for desired configuration
The 4 Steps to fully exploit the value of SAP Solution Manager
To achieve IT transparency “Single Source of Truth”
To get access to specific SAP Enterprise Support and SAP Solution Manager capabilities
SAP Solution Manager enables you to establish a “Single Source of Truth” for the support by your operations teams and organization
SAP Support SLA
Custom CodeDocumen-
tation Business Process
Documentation
Modification Justification Check
Custom Code Maintainability Check
Root Cause Analysis for Custom Code
Test Workbench & eCATT
Configuration Content
Test Content
Upgrade (Delta Configuration)
Business Process Monitoring
Accelerated Innovation Enablement
Template Management
Change Request Management
Diagnostics
System Monitoring
System Administration
Technical SLA & IT Reporting
Custom Development Management Cockpit
Quality Management
Service Desk
Deploy (Q-Gate Management, CTS+)
Solution Documentation Assistant
4
3
ASAP
Run SAP for Industries
Run SAP for Technology
Selected CQCs*
Additional CQCs*
* Continuous Quality Checks
Technical Landscape
Documentation
12
TechnicalConfiguration of Solution Manager
SAP Quality Center by HP
SAP CPS byRedwood
© 2010 SAP AG. All rights reserved. / Page 51
Agenda
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
© 2010 SAP AG. All rights reserved. / Page 52
Expert-Guided Implementation“Training on the Job” at Its Best
Training, practical experience, remote consulting
Day 1 Day 2 Day 3 Day 4 Day 5
SAP expert explains step-by-step configuration using training materials
Empowering, Web session, 1-2 hours each morning
Execution, 2-3 hours on the same day
Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution
Participants perform demonstrated steps in their own project, on their own SAP Solution Manager software
Expertise on demand, during execution
© 2010 SAP AG. All rights reserved. / Page 53
SAP Solution Manager Service Portfolio
Expert Guidance
We solve key challenges
Complete Execution
We deliver a completesolution
Quality Management
We audit and providedirections
Enablement
We provide knowledgeand qualification
Level of
SA
P E
ngagem
ent
PLANNINGDefine business processand IT roadmap
BUILDINGDeploy initially or expand
RUNNINGRun and incrementallyimprove total cost and value
Road map Workshop
Installation ofSAP Solution Manager
Coaching for SAP Solution Manager
Going-live check for SAP Solution Manager
Software Change Management:Assessment
Quick start for projects
Test Management Optimization
IT Reporting setup
Business Process:Monitoring
Business Process:Document, & Test
Software Change Management:Implementation
Initial configuration
Upgrade / Patching ofSAP Solution Manager
© 2010 SAP AG. All rights reserved. / Page 54
SAP Solution Manager Roadmap WorkshopDeliverables
Identification of customer pain points by interviews
Mapping of Solution Manager functionalities against these pain points
Matrix of effort and value to identify quick wins Based on SAP best practices and experience
Solution DocumentationImplementation
Test Workbench
E2E Root Cause Analysis
Upgrade
Custom Development Management Cockpit
E-Learning
Change Request Management
Deployment & Q-Gate Management Maintenance Optimizer
Business Process Monitoring
Incident & Problem Management
J ob Scheduling Management
System Administration
System Landscape Administration
System Monitoring
Reporting
Top Issue Management
0
5
1 0
1 5
2 0
2 5
3 0
0 1 2 3 4 5 6 7 8 9
Ease of Implementation
Val
ue
high value-
low effort
Prioritization of initiatives Roadmap
Consolidation of initiatives into a roadmap Each initiative is described in detail
Implementation effortExpected benefitsLook and feelCustomer experience
Explanation on how to leverage latest Solution Manager release with minimum risk & costs
Technical path forward
© 2010 SAP AG. All rights reserved. / Page 55
Run SAP Training Curriculum:Methodology and E2E Solution Operations Courses
Level 1 Methodology Level 2 Standards
Business Configuration
SMI310 (3d ILT): SAP Solution Manager: Implementation Methodology and Tools inDetail
Business Continuity
Quality Management
E2E060 (3d ILT): Customer Center of Expertise
E2E040 (2d ILT): Run SAP – End-to-EndSolution Operations
How to Use How to Configure
E2E100 (5d ILT): E2E Root Cause Analysis
E2E200 (5d ILT): E2E Change ControlManagement
E2E220 (3d ILT): Test Management
E2E300 (5d ILT): Solution SupportBusiness Process
E2E400 (3d ILT): Technical UpgradeManagement & Unicode Conversion
E2E500 (3d ILT): Custom Development Management
Application Mgmt. & Tech Operations
Application Management
Business Process Operations
Program Management Office
Custom Development
SM100 (5d ILT): SAP Solution Managerfor Operations of SAP Solutions
SM200 (5d ILT): SAP Solution ManagerChange Request Management
SM300 (3d ILT): SAP Solution Manager Business Process Monitoring
Application Mgmt. & Tech Operations
Application Management
Business Process Operations
: Certification available
© 2010 SAP AG. All rights reserved. / Page 56
Agenda
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
© 2010 SAP AG. All rights reserved. / Page 57
SAP Provides Aligned MethodologiesAlong the Application Life Cycle
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ApplicationLifecycle
Management
Run SAPOptimize the
implementation and ongoing execution ofApplication Lifecycle Management
Accelerated SAPStreamline
implementation and upgradeprojects
Application Lifecycle Management provides roadmaps which cover the most typical customer situations
– implementation, operation, upgrade
SAP provides these roadmaps inside SAP Solution Manager (incl. a roadmap tool)
© 2010 SAP AG. All rights reserved. / Page 60
Solution Implementation and Operations Standards for SAP Solution Operations
SAP Standards for Solution Operations:
• Define mission-critical operations processes
• Provide Best Practices and Implementation Roadmaps
• Based on a general organizational model
• Trainings/certifications are available
• Available for download at http://service.sap.com/supportstandards
SAP standardizes E2E Solution Operations
The standards allow you to set up best-in-class operations
© 2010 SAP AG. All rights reserved. / Page 62
The SAP Standards for Solution Operations are Based on an Organizational Model
BUSINESS Global Business Process
ChampionRegional Business Process
Champion
Program Management Office (PMO)
End User,Key User
Application Management
BusinessProcess Operation
Custom Development
SAP Technical Operations
IT Infrastructure
IT
SAP Standards for Solution Operations define Operations Processes
Exception Handling
Data Integrity
System Administration System Monitoring
Security
Incident Management
Business Process and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
Change Request Management
Test Management
Upgrade
eSOA Readiness
Root Cause Analysis Change Control Management
Solution Documentation
Remote Supportability
Custom Code Management
© 2010 SAP AG. All rights reserved. / Page 63
SAP Solution Manager supports Mission-Critical Operations with Work Centers
Business Process
Champions
Program Management
Office
Application Management
Technical Operations
Monitor Change
Request BusinessChange
Implement Change
TestChange
DeployChange
Sign-offChange
• based on SAP Standards• role-based• easy to use and learn• available for SAP Solution Manager 7.0
Work Centers
Role-based user interfaces simplify the access to the Application Lifecycle Management processes
© 2010 SAP AG. All rights reserved. / Page 66
Customer Center of ExpertiseCertification of Customer COE Organization by SAP
Functional certification by SAP underscores a customer’s commitment to continual improvement of its SAP solution operations.
Two certificate levels are possible: primary certification advanced certification
Together, these levels offer a phased approach to the validation of a Customer COE organization’s full adoption of the Run SAP methodology. Both levels of certification require that the organization comply with the SAP® Standards for Solution Operations.
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program Management Office (PMO)
End User,Key User
Application ManagementQUALITY MANAGEMENT
Integrated Q-Management, One source of the Truth
BusinessProcess Operation
Custom Development SAP Technical Operations
IT Infrastructure
IT
primary
advanced
Text
Text
Text
Text
Text
Text
P
A
© 2010 SAP AG. All rights reserved. / Page 67
Efficient Application Lifecycle ManagementCall to Action
Explore the Value and Scope of Establishing a Single Source of Truth
Define Your Roadmap for ALM Implementation
Implement SAP Solution Manager Enterprise Edition
Optimize Your IT Processes
Empower Your IT Organization
© 2010 SAP AG. All rights reserved. / Page 68
Application Lifecycle Management:Available information assets
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
www.service.sap.com/alm
www.sdn.sap.com/irj/sdn/alm
© 2010 SAP AG. All rights reserved. / Page 69© SAP 2009 / Page 69
Thank you!
William ToscanoUpgrade Business EngineerSAP Upgrade Office in Latin America
SAP Colombia S.A.S.CL 113 # 7-45 Torre B Of. 1401BogotáColombia
Mobile +57/311/ 4827311E-Mail william.toscano@sap.com
© 2010 SAP AG. All rights reserved. / Page 70
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