Presentación William Toscano (21/06/2011)

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


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


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)


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

“


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


Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


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


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


Management


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


Management


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


Management


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


Management


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


Management


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


Management


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


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)


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


Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


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


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


Application Incident Management

Technical Operations

Business Process Operations

Maintenance Management

Upgrade Management


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


Verify business process documentation

Hand-over to operations


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


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


Deployment Quality Gate Management

capabilities


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


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


Assistant

Project Reporting

Project Reporting

GlobalASAP Template Roadmap

GlobalASAP Rollout Roadmap


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


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


Business Blueprint

Test Option 1


Business Process Change Analyzer1


Test WorkbenchSAP Solution Manager

Test Workbench HP QTP2

MicroFocus2

Worksoft2

IBM Rational2


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


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


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


Deploy Operate

Enhanced Change & Transport System (CTS+) Quality Gate Management Change Request Management (ChaRM)

Change Diagnostics Configuration Validation

CDMC Solution

Documentation


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.


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


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


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


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.


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


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


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


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


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


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


Business Process ExpertBusiness

Deploy


Deployment Hand-over to Support Quality Gate Management

capabilities Data Conversions (Unicode)


Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


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


SAP Solution Manager 7.0System openness

SAP Productivity Pack by RWD

Links to other training material


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


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


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


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 CPS byRedwood


Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


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


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


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


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


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


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



: Certification available


Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


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)


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

http://service.sap.com/supportstandards


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


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


Test Management

Upgrade

eSOA Readiness

Root Cause Analysis Change Control Management


Remote Supportability

Custom Code Management


SAP Solution Manager supports Mission-Critical Operations with Work Centers

Business Process

Champions

Program Management

Office


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


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


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


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

http://www.service.sap.com/alm

http://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 [email protected]

mailto:[email protected]


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Presentación William Toscano (21/06/2011)

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