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7/31/2019 End to End Solution Operation
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End-t o-End Solut ion Operat ions
SAP Solution ManagerProduct ManagementSAP AG
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© SAP 2008 / Page 2
HOW TO Implem ent End-t o-End Operat ions formiss ion-c r i t i c a l p rocesses?
Running bus iness appl ic a t ions t hrough the
com ple te l i fe -c yc le is a cha l lenge
© SAP 2007 / Page 2
Cu st o me rs ‘ Mai n I T T as k :End-to-End Operat ions
Customers must master
Complexity
Technology
Skills
Resources
Risks
Costs
Availability? Performance?
Compliance?
Administration?
Process and DataTransparency?
Today‘s IT solutions require a clear end-to-end operations strategy
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© SAP 2008 / Page 3
Run SAP is „A SAP for Operat ions“
I t prov ides Best Pract ic es, Content , Serv ic es, Train ingand t ools for End-to-End Solut io n Operat ions
© SAP 2007 / Page 3
Im plem ent End-t o-End Solut i on Operat ionsw i th Run SAP
SAP Standards forSolution Operations
Define central E2Eoperations tasks
Roadmap
Accelerate theimplementation ofE2E operations
Trainings &
Certification
Provide up-to-dateskills for the ecosystem
ServicesEngage SAP to implement E2E operations
SAP Solution ManagerProvides all tools for E2E operations
By leveraging the RunSAP methodology with it’s standards and best practices you willbenefit from the experience of the SAP.
This helps to avoid errors, mitigate risks, increase the availability and performance ofthe SAP solution, to smoothen and accelerate the process flow, enables automation and
hence a reduction of cost of operations.
By implementing E2E Solution Operations with RunSAP and SAP Standards SAPguarantees Business Process Availability, Business Process Performance, Data
consistency and transparency, as well as maintainability and upgradeability.
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© SAP 2008 / Page 4
SAP st andard izes E2E Solut ion Operat ions
SAP Sh ar es Wo rl d Cl as s Su pp or t Kn o w l e dg efor E2E Operat ions
SAP Standards for Solution Operations:
• Define mission-critical operations processes
• Provide Best Practices and ImplementationRoadmaps
• Based on a general organizational model
• Trainings/Certifications are available
• Available for download at
http://service.sap.com/supportstandards
The s tandards a l low to set up best -in -c lass operat ions
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© SAP 2008 / Page 5
E2E Solut ion Operat ions are based on
SAP Solut ion Manag er
SAP Solut ion Manager as Appl ic at ionManagemen t Plat f o rm
SAP Solution Manager provides:
• Workflows
• KPIs and SLAs
• Reporting
• Content & methodology
SAP Solut ion Manager su pport s a l l E2E st andards
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© SAP 2008 / Page 6
Essen t i al Scena ri os f o r A pp li ca t i on M anagem enta nd Ad m in is t r at i on fo r t h e En t ir e So lu t i on L if ec y c l e
© SAP 2007 / Page 6
I m p le m e nt a t i on o fSAP Solutions
I m p le m e nt a t i on o fSAP Solutions
Core
BusinessProcess
Test ManagementTest Management
Solut ion Moni tor ingSolut ion Moni tor ing
Del ivery of SAP Servic esDel ivery of SAP Servic es
Root Cause Ana lys i sRoo t Cause Ana lys i s Service DeskService Desk
Admin is t ra t ionAdmin is t ra t ion
Change Reques t ManagementChange Reques t Management
UpgradeUpgrade
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© SAP 2008 / Page 7 © SAP 2007 / Page 7
SAP Solu t ion Manager Of fers Role-based WorkCenters
SAP Solut ion Man ager
BusinessProcess
Champions
ProgramManagement
Office
ApplicationManagement
TechnicalOperations
MonitorChange
RequestBusinessChange
ImplementChange
TestChange
DeployChange
Sign-offChange
Work Centers …
• … are based on SAP Standards for Solution
Operations• … are role-based
• … are easy to use and learn
• … are available for SAP Solution Manager4.0
Available Work Centers with SPS 15
• Solution Landscape/Operation Setup
• Change Management
• Incident Management
• Service Delivery
• Business Process & Interface Monitoring
• Job Schedule Management
• System Monitoring
• System Administration
• Diagnostics: Root Cause Analysis
• Implementation & Upgrade
• System Landscape Management
SAP Solution Manager Work Centers ensuresmoother access to users operations functions
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© SAP 2008 / Page 8
Essen t i al Workc en t e rs f or A pp li ca t i on M anagem en ta nd Ad m in is t r at i on fo r t h e En t ir e So lu t io n L if ec y c l e
© SAP 2007 / Page 8
I m p le m e nt a t i on o fSAP Solutions
Work Center:•Solution Landscape/ Operations Setup•System LandscapeManagement•Implementation &Upgrade
I m p le m e nt a t i on o fSAP Solutions
Work Center:•Solution Landscape/ Operations Setup•System LandscapeManagement•Implementation &Upgrade
Core
BusinessProcess
Test ManagementWork Center:•Implementation & Upgrade
Test ManagementWork Center:•Implementation & Upgrade
Solut ion Moni tor ingWork Center:•Business Process & Interface Monitoring•Job Scheduling Management
Solut ion Moni tor ingWork Center:•Business Process & Interface Monitoring•Job Scheduling Management
Delivery of SAP Servic esWork Center:•Service Delivery
Delivery of SAP Servic esWork Center:•Service Delivery
Root Cause Ana lys isWork Center:
•Root Cause Analysis
Root Cause Ana lys isWork Center:
•Root Cause Analysis
Service DeskWork Center:
•Incident Management
Service DeskWork Center:
•Incident Management
Adminis t ra t ionWork Center:•System Administration•System Monitoring
Adminis t ra t ionWork Center:•System Administration•System Monitoring
Change Reques t ManagementWork Center:•Change Management
Change Reques t ManagementWork Center:•Change Management
UpgradeWork Center:•Implementation & Upgrade
UpgradeWork Center:•Implementation & Upgrade
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© SAP 2008 / Page 9 © SAP 2007 / Page 9
SAP Pr ov id es A li gn ed Met h od ol og ie s A lo ng t h eSo lu t i on L i fecyc le
Run SAPSetup
DefinitionOperations
Concept
OperationsImplementation
Operations &Optimization
Handoverinto
Production
provides a proven methodology to
streamline implementation and upgrade projects.
provides a proven methodology to optimize the implementation
and ongoing management of End-to-end Solution Operations.
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© SAP 2008 / Page 10 © SAP 2007 / Page 10
Run SAP Roadm ap
Project setup
Scope definition
Operational
requirements
analysis
Application
management
concept
Technical
infrastructure
design
Technical
operations
concept
Change
management
concept
End-user
support concept
Technical
operations
implementation
Application
management
implementation
Change
management
implementation
End-user support
implementation
Technical
infrastructure
implementation
Final testing and
sign-off
Knowledge transfer
training and
certification
Business process
operations
concept
Application
management
Technical
operations
Business
processoperations
End-user
support
Technical
infrastructure
management
Governance
model for operations
Business process
operations
implementation
Change
management
Custom
development
management
Custom Dev.
managementconcept
Custom Dev.
managementimplementation
Solution transition
to enterprise SOA
Technical
requirements and
architecture
Handover
Go live of
operations
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© SAP 2008 / Page 11
E2E Tra in ings & Cer t i f ic a t ions prov ide
t he sk i l ls fo r miss ion-c r i t ica l opera t ions
No doubts about insuf fi c ient sk i l l s
SAP AGS T rans fe rs i t s Know ledge Exper t i se Throughou tProfess iona l E2E Tra in ing Cur r icu lums and Cer t i f i ca t ions
The E2E Training Curriculum and the Certificates:
• Secure quality for the whole ecosystem
• Reduce risk for out-sourcing/-tasking
• Provide access to best-in-class knowledge
Tra in ing
Cer t i f i ca t ions
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© SAP 2008 / Page 12
Tra in ings and Cer t i f i c a t ions are Ava i lab le fora l l SAP Standards for Solut ion Operat ions
Example: Train ings/Cert i f ic at ions for Change Request
Management & Change Contro l Management
E2ETRAININGS
E2ECERTIFICATIONS
Technical Quality Mgmt.
Technical Upgrade Mgmt.
Change Control Mgmt.
Change Request Mgmt.
Change Diagnostics TestMgmt.
System Administration
EP, XI, BI Administration
WebAs (DBs) Administr.
Technical Quality Mgmt.
Technical Upgrade Mgmt.
Application ManagementExpert
SAP System Administr.
SAP System Administr. forspecific components
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© SAP 2008 / Page 13 © SAP 2007 / Page 13
SAP St andards for Solut ion Operat ionsa re Imp lemented in Steps
Installation ofRoot Cause Analysis
Tools
Implementation ofOne Transport Order
(Change Control Management)
Business ProcessIntegration
& AutomationEnterprise SOA Readiness
SAP Standards für Solution Operations
Upgrade
Enterprise SOA ReadinessRoot Cause Analysis
System Administration
Incident Management
System Monitoring
Minimal Documentation
Remote Supportability
BPM & Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
Data IntegrityException Handling
Change Control Management
Change Request Management
Testing
End-to-End Solution OperationsStarter Package
End-to-End Solution OperationsAdvanced Package
SAP Standards for Solution Operationshttp://service.sap.com/supportstandards
Implementing End-to-End Solution Operations Standards
Implementing the SAP Standards for Solution Operations can be done step by step.
The only prerequisite for the implementation is the installation of SAP Solution Manager4.0. as it is the backbone for the standards and enabler for end-to-end solution
operations.
When implementing the standards you will benefit from the various functionalities ofSolution Manager.
The implementation path of E2E begins with standards that are most critical for yourcore business processes.
We recommend the installation paths according to the four major core competencies ofEnd-to-End Solution Operation Support:
1. Installation of diagnostics:Solution Manager will be configured and up and running as quickly as possible,
saving you valuable time and money.In addition we will configure collaboration (service desk) as well as issue
management and set up of earlywatch.
2. Installation of change control and one-transport order
Set up of sandbox simulation landscape for one-transport-order on your solutionmanager system to enable you to simulate Java transports or changes on
your SAP system
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3. Implementation of business process integration & automation
At this stage you will be enabled to create and implement a comprehensive BusinessProcess & monitoring strategy
4. Enterprise SOA readiness or technical upgrade management
By implementing the standards for upgrade management you will be able to manage
upgrade projects including testing, minimizing downtime andadoption/modification of applications
A comprehensive training and certification program aligned to these four corecompetencies ensure the knowledge and expertise of the customer business processexpert team.
On this slide you get as well a good overview of which standards will be involved/will betouched when implementing one of the four end-to-end core competencies
To support you with the implementation of the standards, SAP offers packagedimplementation services:
E2E Solution Operations Starter Package covers Diagnostics and Root Cause Analysis, aswell as Change Control Management and one-transport order
E2E Solution Operations Advanced Package focuses on Business Process Monitoring,Integration & Automation including Data Volume Management and Job SchedulingManagement
Both packages are recommend in the proposed scope as the service delivery of thevarious is aligned and build on each other
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© SAP 2008 / Page 15
Mission St a tem ent :SAP Solut ion Manager enables ef f ic ient
app l ica t ion management and admin is t ra t ion
Reduced Cost of Ow nership, Mi t ig ate d Risk , Transparenc y,Avai lable f ree of Charge
© SAP 2007 / Page 15
SAP Solu t ion Manager – Summ ary
“Management time spent monitoring customizing distribution has been cut by 45%. Error resolution time is also downby 50%, and we can see that SAP Solution Manager will give us a high level of protection against inadvertently makingunwanted customizing changes.”Andreas Pott, Systems Analyst, HP.
“Once we started working with SAP Solution Manager, we soon realized the benefits for comprehensive documentmanagement, faster issue resolution, and effective communications.”Karen Garafalo, Director of SOAR Program Management Office, Sony Electronics Inc.
“SAP Solution Manager addresses our entire infrastructure management needs, reduces risk, lowers the cost ofownership, and speeds the return on investment for our online buying solution.”Guillaume Legros, Project Leader, Airbus France SASRob
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© SAP 2008 / Page 16
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