Run sap like a factory operation control center (long)

SAP Active Global Support

Run SAP like a Factory – Establishing an Operations Control Center

© 2012 SAP AG. All rights reserved. 2

Agenda

What is Run SAP Like a Factory

• Operations Control Center

Building Blocks of Run SAP like a Factory

• Central Monitors

• Event Management

• Continuous Improvement

Deployment of Run SAP like a Factory

Appendix – Detailed Features

What is

Run SAP like a Factory?


Run SAP Like Factory – Program Definition 1st Perspective

Run SAP Like a Factory is SAP’s approach to efficiently operate and continuously improve

SAP Business Solution operations.

The objective is to operate SAP with minimal costs and effort.

This is achieved by creating transparency what is going on, by operating pro-actively based

on alerts, and by implementing a continuous improvement process.

Further aspects are simplification, standardization and automation of operational

procedures.

Run SAP Like Factory provides the methodology, content, and tools combined with

premium service and trainings.

Available for SAP Premium Engagements like SAP MaxAttention and SAP Active

Embedded.


Change

Application Lifecycle Management Run SAP like a Factory

Business Process Monitoring

and Analytics

Build Execution

Test Execution

Deployment

execution

Build Mgmt

Test Mgmt

Release &

Deployment Mgmt

Design Mgmt

IT Service Management

Minor Release

Urgent Change

IT Portfolio and

Project Management

Project

Portfolio

Major Release

Run SAP like a Factory as part of IT Management 2nd Perspective

Business

Requirement Enhancement Incident

Problem

Request for Change

Service Request

Event Management and

Continuous Improvement

Technical Monitoring

Single

Source

of Truth


Run SAP like a Factory & SAP Solution Manager 3rd Perspective

Reports & CIO Dashboard

Manage Operational Efficiency

Is IT on top of projects and operations?

Budget, capacity and skill development

on track?

Operation Control Center

Selected auto refreshed status monitors

Autodiagnosis of core business process health and

system landscape

Two Operation Experts required per shift

Exceptions are Auto-discovered;

Guided Procedures for Resolution

of Exceptions

Expert Tools for root cause analysis

and problem resolution

Demonstrate Value to the Business

Does IT help the business to grow?

Is the business using the IT solution?

Is business continuity guaranteed?

Is business throughput as expected?

Work Centers

Two FTE’s to run the solution

Alert Inbox/Alert Inbox.htm

BPMon Analytics.exe

BPMon in Work Center.exe

PepsiCo 6.exe


Operations Control Center

From a Siloed to a Centralized Operations Approach

Operations “Team”

Functional Support Team

(2nd Level)

Application Middleware

SAP Basis & IT Infrastructure

1 s

t. L

evel

Su

pp

ort

Business Process Owner

End User

Key User

Operations “Team”

Functional Support Team

(2nd Level)

Application Middleware

SAP Basis & IT Infrastructure

1 s

t. L

evel

Su

pp

ort

Business Process Owner

End User

Key User


2 FTE per shift


Problem Management (re-active / pro-active)

Run SAP Like Factory – Operations Control Center 4th Perspective

Ch

an

ge

Ma

na

ge

me

nt

Operations Control Center (OCC)

Incident and Problem Management

Do Check

Plan Act

Status Core

Business Processes

Central Alert Inbox Status System

Components

Status Business

Users

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process Business Process Operations

Application Operations

IT Infrastructure Operations


Run SAP like a Factory – Layers to be considered

IT Infrastructure

Layer

Application

Layer

Business

Process Layer

ABAP J2EE

Solutions

Business Processes

Business Process Steps

and Interfaces

End-Users scenarios

Interfaces & Jobs

Products & Applications

Systems & Scenarios

Databases & Operating Systems

Physical & Virtual Hosts

Printers

Disks & Storage

Network devices

Business

Process

Operations

Application

Operations

IT Infrastructure

Operations

SolDocu

LMDB

CMDB


Operations Control Center - Description

An Operations Control Center (OCC) consists of:

A set of central monitors, which permanently report the status of the business processes and related

IT landscapes, including important business and technical exceptions. Non-SAP can be included as

well.

The central monitors are used for:

Alerting: Enabling pro-active SAP operations via Event Management

Monitoring: Presenting the current status, and supporting problem analysis

Reporting / Dashboards: Providing transparency to all involved parties

An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which

triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox.

A small team of operators, who work on the alerts in a guided way (Event Management).

A Continuous Improvement process, which optimizes the overall operational setup depending on newly

identified requirements. The guiding principle is to demonstrate value to business and IT.


Motivation for Run SAP like a Factory Benefits & Challenges

Goal Benefit Challenge

Transparency

Global transparency for business

processes and IT landscape components

…get central insight if business processes work as expected and all IT

landscape components are operating with best performance – via expert and

IT Operator monitors, and via dashboards and reports.

Efficiency

Reduced IT support process costs ... document, standardize and automate administrative tasks and

procedures. Introduce analysis support by Guided Procedures.

Optimization

Higher end user satisfaction & faster

business processes …identify, analyze, and correct severe problem areas and negative business

performance trends, by introducing a Continuous Improvement process.

Pro-Activeness

Identify issues before the business is

impacted

…ensure that issues are automatically detected and reported 24x7, to make

support experts work on these even before end users are reporting an

incident.

Stability

Smooth & reliable processing of core

business processes

…come to a more stable business solution (end-to-end), by orchestrating

technical and business process related monitors into a central support

environment (including Non-SAP).


OCC – General Implementation Concept

Understand current operational challenges by answering the question:

While operating SAP, what creates pain to the Business

/ to IT, and why?

Create transparency about these challenges – by

setting up central monitors and a standardized monitoring process

Improve the initial setup, and SAP operations in general –

by implementing a continuous improvement

process

1 2 3


1. Understand Current Operational Challenges

The general concept of an OCC is to provide immediate value to business and IT, by focusing on

critical operational areas.

For this purpose, it is a critical success factor of having a detailed understanding of:

The business / IT support processes and challenges

Business process criteria and KPIs

Related IT criteria KPIs

is required.

The most important and urgent challenges (or parts of it) should be already addressed in the start

setup of the OCC.

The OCC start setup does not target towards “completeness”. Unspecific “standard setups” should

be avoided at all (although there are common building blocks of an OCC).


2. Create Central Transparency

Operational challenges are usually fuzzy problems, and transparency on the root cause, context and

history data is often missing.

Creating central transparency means:

For the identified problem areas, monitoring data is continuously collected 24x7, stored in a

central place, and displayed in monitors and on large screens within the OCC.

The data is being used within the OCC for:

– - Alerting: Establish an automated and highly standardized operator driven alert monitoring process, with

integration point into incident management.

– - Monitoring: In case of a problem, the central monitoring data helps speeding up the analysis process, with

integration into problem management.

– - Reporting / Dash-boarding: Usage-specific reports and dashboards for all IT management levels clarify on

history, and future trends. Integration points exists into various other IT support processes like capacity

management, or technical administration.

The central alert based monitoring process is a core OCC process, which leads to a significant

efficiency gain.


3. Continuous Improvement

To adapt the OCC, and SAP operations as a whole to newly identified challenges, a Continuous

Improvement process is being implemented as a core OCC process.

The standardized process:

Identifies improvement needs and opportunities

Analyzes the root cause

Provides improvement proposals based on facts

Initiates and tracks change proposals

Measures the success of the improvement.

There are several common improvement scenarios in the SAP environment, which greatly vary in the

level of complexity (from a simple technical configuration change, to an adjustment of a complex

business process). The initial scope depends on customer requirements.

Continuous Improvement enables and requires flexibility. However, IT organizations tend to be static

in its nature. Continuous Improvement therefore requires support and commitment from C-Level

management.


The Control Center Room – Characteristics

One physical room

providing transparency

about the operational

status of the SAP solution

Large TV screens

visualizing key information

and incoming alerts

Detailed monitors and tools

for troubleshooting

Small team of IT Operators

taking immediate action on

alerts

Space for more experts in

case of severe issues (e.g.

escalations)

Space for related teams

(e.g. Service Desk) for

short communication lines


The Central Monitors / Dashboards

The central monitors / Dashboards:

Address key operational pain points customer may have – because they

are designed per customer, tailored to customer specific operational needs.

Provide full transparency about the status of the core business

processes and the IT landscape.

Are running in auto-refresh mode, and presented on large screens in the

Operations Control Center.

Turn to red – meaning trigger alerts - in case of major business exceptions

and technical problems.

The alert inbox is the first place to start for IT Operators.

All information on the alert context, and what to do first, is provided there.

Reports and dashboards, to provide detailed information to all IT support

levels (from IT Operators to the CIO).

SAP Solution Manager 7.1 is a Must-Have to establish the

concept.


Continuous Improvement

The Continuous Improvement process (PDCA example):

Identifies improvement areas, run a detailed root cause analysis, provides an As-Is/To-Be determination,

documents and judges on the case, and collects improvement proposals (PLAN phase).

The proposals are tested and fine-tuned (DO phase).

The results are checked, and a new standard is being defined (STUDY phase).

The new standard is implemented, and the results are checked against To-Be state (ACT phase).

The process can be triggered by information from

the Central Monitors.

SAP sees the Quality Managers for Business

Continuity and Business Process Improvement

as the main responsibles for driving the process.

Overall, the customer will gain a significant

improvement quality (both Business

Process and IT Support related).

Do

Check

Plan

Restore/

Improve Service Act


Innovation Control Center and Operation Control Center Integration with Mission Control Center

Innovation Control Center

Build SAP like a factory

Reduce implementation cost

Reduce time to value

Smoothen transition to operations

Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP and ecosystem

Fast issue resolution


Run SAP like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations

SAP Solution Manager Customer

SAP


Run SAP like a Factory - Summary

Run SAP like a Factory:

Provides transparency about the operational status of your SAP solution.

Helps you increasing your IT support efficiency.

Leads to a continuous improvement of your SAP solution.

Changes your operational approach from re-active to a pro-active mode.

Leads to a more stable business solution, thus leading to higher business user satisfaction.

Demonstrates value to Business and IT.

For more information, please see SAP Service Marketplace:

https://service.sap.com/runfactory

https://service.sap.com/runfactory

Building Blocks of RunSAP like a Factory • Central Monitors

• Event Management

• Continuous Improvement


Central Monitors

Business

Process X

Business

Process Y

IT component

A

IT component

B

Requirement

1)

Requirement

2)

CIO KPI XX Requirement

3)

Central Monitors

Alerts Event

Management

Incident

Management

Trends Continuous

Improvement Change

Management

Reports /

Dashboards

e.g. Capacity

Management


Central Monitors - Definition

Central Monitors:

Collect and provide information from SAP (Application Operations and Business Process Operations) and

Non-SAP. The monitor content needs to be defined based on customer requirements – it is customer

specific.

The RSLAF Workshop is a first step to identify and document those requirements.

Requirements may come e.g. from:

A certain core business process, whose status and performance need to be monitored.

The need to automatically monitor the availability of critical IT Landscape components.

A complete shift of re-active SAP operations towards a pro-active approach.

The CIO request to track, report and improve a certain success KPI.

There is monitoring functionality which is a Must-Have to be included in the Central Monitors (if not

covered elsewhere), for instance the technical monitoring of the availability and performance of IT

Landscape components.

Roadmap:

1. Identify and understand your most urgent requirements

2. Address those urgent requirements in the first iteration of the Central Monitors

3. Optimize the initial setup either due to a phased implementation approach, or via the Continuous Improvement process.


Application Operations – Functional Areas

System Monitoring

RSLAF

Roadmap

Service

Technical Analytics

Scenario Monitoring

End User Experience Monitoring

Extended Monitoring/RCA & EMC

SAP Standard Templates

Support of all technologies

Must-have functions Value-Add functions

RCA & Conf. Validation

Technical KPI Reporting

Management Dashboards

E2E Root Cause Analysis

Configuration Validation

Process Integration Monitoring

Business Intelligence Monitoring

Extended System Monitoring

Extended Root Cause Analysis

Exception Management Cockpit

End User Experience Monitoring

including E2E Trace Analysis

Interface & Connection Monitoring

Interface Channel Monitoring

Connection Monitoring

Data Volume Management

DVM Potential Analysis

DVM Project Reporting

Technical Administration & GP‘s Prerequisite for Application Operations

ABAP J2EE


Reduce IT related business

process exceptions

Interfaces

Background jobs

Technical Performance

Data Consistency

Business Process Operations – Functional Areas

IT Business

Business Process

Monitoring

Business Process

Operations Dashboards

Business Process Analytics


Cross Database

Comparison

JSM Health Check

Reduce cross-LoB related

business process exceptions

Master data

Customizing

User handling

Process template adherence

Reduce business related

business process exceptions

Revenue

Inventory

Supply Chain planning

Period End Closing

BPMon Trend Analysis


Integrated IT Service Management and Application Lifecycle

Management

SAP Solution Manager integrates Application Lifecycle Management and IT Service

Management processes on a single platform.

SAP

Solution

Manager 7.1 (with full SAP CRM

stack!)

CRM 7.01

SAP Solution

Manager 7.0

ITSM

ALM


SAP IT Service Management ITIL®-compliant IT service and support processes

* pricelist component Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm

Externally verified IT service

and support processes

Incident Management

Service Request Management

Problem Management

Change Management

Knowledge Management

Installed-Based & Object Management

(for Configuration Management)

Service Level Management

Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm



http://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm


IT Service Desk Enhance Productivity of IT Service Desk Agents

Benefits Easy-to-use application for rapid

adoption with minimal training

Empower IT service desk agents with

powerful tools and information

Increase customer satisfaction and

service transparency

IT Service Desk

Provide IT service desk agents with an

easy-to-use application interface with

integrated communication toolset

Intuitive UI grants access to all processes and

functions which are necessary for the agent to provide best-in-class IT services

Communication management queues inbound communication, defines routing rules, and

routes communication to agents

Inbound communication processing and contact management enables agents to receive

customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected

configuration item

Integrated solution search enables fast and professional solution provisioning, for example by

integrated solution e-mailing

Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and

surveys as well as automated navigation


Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Incident Management Increase Efficiency of Responding to User Requests

Benefits Increase IT support productivity

Deliver the best solution in a timely

manner

Enhance customer satisfaction

Incident Management

Provide IT service desk agents with an

easy-to-use application interface with

integrated communication toolset

Incident creation captures all relevant information including references to configuration items

and enables rule-based dispatching as well as escalation management

Incident classification categorizes user requests based on multi-level categorization and

enables solution suggestions as well as auto completion

Solution provisioning helps the support staff to search for relevant knowledge articles in the

knowledge repository and to deliver the best solution to the end user

Incident completion closes user requests and notifies users; optionally it can trigger follow-up

processes such as recording of working time, billing, etc.


Problem Management Investigate and Resolve Issues in the IT Infrastructure

Benefits Document problem investigation in detail

Speed up incident resolution

Make investigation results available to all

relevant parties

Provide detailed information to change

management

Problem Management

Investigate, resolve, and document

issues in the IT infrastructure

as well as workarounds or solutions

to them

Problem creation captures all relevant information with regards to the issue, including the links

to all related incidents

Problem classification categorizes problems based on multi-level categorization and problem

class, e.g. known error

Incident references establishes relationships, optionally based on system proposals, to all

incidents with the same root cause and facilitates automatic incident completion once the

problem is solved

Problem closure documents the outcome of the investigation and triggers follow-up activities

such as creation of knowledge articles for the solution repository; optionally it can trigger follow-

up processes such as recording of working time, billing, etc.


SAP IT Service Management on SAP Solution Manager Integrated IT

Support processes

IT Service Management

Application Lifecycle Management

Monitoring &

Alerting

Incident

Management

Root Cause

Analysis

Problem

Management

Impact

Analysis

Change

Management

Test

Management

Deployment

Management

Knowledge

Management


Incident and Problem Management

Create

Incident message Analysis

Search

solutions & Dispatch Lock related

incidents

Deep issue

investigation

Provide solution &

Update Incident(s)

Multiple

inbound

channels

IT Experts

Handover to

Problem

Management

Create

Problem

message

Create

Knowledge

Article

Create

notifications Create tasks

Handover to

Change

Mngmt.

Create

Request for

Change

IT Support

1st Level

Business User IT Support

2nd Level


Event Management

Event Management:

Event Management ensures Business Processes and IT Landscape components are continuously

monitored. The structured process defines what happens between alert arrival, and alert closure.

The IT Operator action starts from the individual alert. Context information, documentation and guidance is

being provided in the alert details.

In case the alert reason cannot be solved, the alert is transferred into an incident for next level support to

process. Deep integration (process wise, Service Desk interface) with the Incident Management process is

therefore desired.

Alert arrives in the alert

inbox

First IT Operator

action …

Alert is confirmed

Documentation and

guidance on first

analysis per alert type

Potential transfer

towards Incident

Management


Dependencies

Operator Tools

Event Management

IT Operators

Incident

Management

Alerting

Responsibilities

Documented

Analysis

Procedures

Task

Management

Notification

Management

Guided

Procedures

Skills


Manual Event Management Process - Example


“Continuous Improvement” - Introduction

As an essential part of an OCC, SAP positions the “Continuous Improvement Process”.

Motivation for a “Continuous Improvement” process:

A static setup of central monitors (and a corresponding static setup of an IT support organization) appears to

be insufficient to address new upcoming problems and challenges in a highly dynamic business world.

Event Management as such does not any generate value, or improvement. It just keeps the system

running (which is a fair customer expectation anyway), but not more. In that sense, Event Management costs

money, which is not available for innovation.

Continuous Improvement addresses improvement items which are really hurting the business, in a

structured way. Continuous Improvement is often missing in customer IT: Setting it up in a right way – and

supported by central monitors - brings large value to the customer.


Continuous Improvement Theory

Continuous Improvement:

Definition: “Is an ongoing effort to improve products, services, or processes. These efforts can seek

"incremental" improvement over time or "breakthrough" improvement all at once. Delivery (customer

valued) processes are constantly evaluated and improved in the light of their efficiency, effectiveness and

flexibility.”1)

There are several Continuous Improvement theories

like PDCA (Deming), or DMAIC.

The simple PDCA cycle is like this:

1): Wikipedia.com

Plan: Plan the improvement sequence

Do: Test quickly first ideas in reality

Check: Check the results, and define new standard

Act: Implement the new standard

Do

Check

Plan

Act


Continuous Improvement – With SAP

The Continuous Improvement process in an SAP centric environment follows the same general

structure.

Although one can speak about THE Continuous Improvement process, there are usually

several different process scenarios, which greatly vary in the number of process steps,

complexity, number of people involved, processing time, number and complexity of the change

items being triggered…:

• Within the individual phases (e.g. “PLAN phase”), there are similar activities concept wise (“Running Root

Cause Analysis”).

• Obviously, the holistic analysis for a complex business process is a more advanced procedure than the

analysis of a single program.

The aim is to:

• Make the customer familiar with the general Continuous Improvement concept.

• Find and establish a limited set of process scenarios, which bring immediate value to the customer.


The Four Phases – More Details

• Early try and test

• Judgment on efforts and

benefits

• Optimization of the proposal

• Concept check and validation

• Development of the new

standard

• Plan for changes

• Implementation of the new

standard

• Measurement of success

Do

Check

Plan

Act

• Identification of areas which require

improvement

• Root Cause Analysis

• As-Is / To-Be determination

• Problem description, judgment, and

prioritization

• Collection of improvement proposals


Continuous Improvement - Involved Roles

• Technical and functional support

experts

• Developers

• IT Architects

• QM for BC and QM for BPI

• Business Process Champions &

Experts

• CAB

Do

Check

Plan

Act

• Service Desk Analyst

• OCC team lead

• QM for Business Continuity and QM for

Business Process Improvement

• Technical and functional support experts

and team leads

• IT Architects

• Business Process Experts & Champions

• Technical and functional support

experts

• Developers

• IT Architects

• QM for BC and QM for BPI


Example – Continuous Improvement Business Process Improvement Methodology

Define BP Analysis by

Measure

Analyze

Control

Implement

Decide on Work Streams/ Processes

to start with

Set up BP Analytics

Root Cause Analysis

Create Action Plan &

Execute Action Items

BP Monitoring should

show no red alerts

BP Analytics Trend

Analysis should show

decreasing trend


Business Process Improvement Standardized Methodology with Business Process Analytics

Get Global Transparency

1

Identify Org Units to be analyzed

2

Perform Detail Analysis

4

Identify Root Causes (RC)

5

Create Frequency Diagram of RC

6

Define Action Plan

7

Visualize Impact on Benefit/Value

Categories

8

3

Identify Poten- tial for old Data Reduction

Control Achievements via

Trend Analysis

9


SAP Quality Managers

The Quality Managers for Business Continuity (BC) and Business Process Improvement (BPI)

play a significant role in the Continuous Improvement process. These are two QMs out of four,

which are required when setting up an advanced Customer Center of Expertise (CCOE):

• The QM for BC is responsible for driving technical improvement items.

• He / she is in charge of providing status information of the productive SAP solution.

• He / she should be able to set up the required team for analyzing technical items in detail, and to propose

improvement proposals.

• The QM for BPI is responsible for driving functional improvement items.

• He / she has established interface to the business units, and can bring into the process resources from the

business.

• He / she should be able to set up the required team for analyzing functional items in detail, and to propose

improvement proposals.

A detailed role description can be found at https://service.sap.com/coe

https://service.sap.com/coe


IT

Overview RSLaF Organization and Roles Operations Control Center, Project Support, and Operations Support

Business Global Business

Process Champion

Regional Business Process Champion

Portfolio & Program Management Office (PMO)

Integrated Quality Management

Business Process Operations (Functional Support Teams)

Custom Development

Application Operations (Middleware /Technical Support Teams)

IT Infrastructure

End User, Key User

Change Advisory Board

1st Level Support

Application Project Teams

3rd Level Support

CTO / Innovation, Enterprise

Architecture

Operations Control

Center

Innovation Control

Center

Run SAP Like a Factory - Team ALM - Team

Integration Validation 1

2

1 2 Quality Manager for Business Continuity Quality Manager for Business Process Improvement

IT Operators

SAP MCC

4

4 SAP Mission Control Center 3

Run SAP Like a Factory

Deployment



Central monitors

Continuous improvement process

Business Process

Business process Monitoring, Interfaces, Jobs,

Data Consistency…

Application

System monitoring, alerting and incident

management…

3

2

1

Time

Valu

e

Starting Point:

Basic Configuration

2

3

Exploitation Strategies Customer individual path to better operations

1


Run SAP Like a Factory - Delivery Model Example

Positioning Program

Set-Up Implmentation / Enterprise Roll-Out

Continuous

Improvement

360º

Demand /

Opport.

Program Plan

Program Management

Service Service Service

CW1-4 CW5-6 CW7-10 CW 11-15 CW16-20 CW21-40

Customer effort

EoDs EoDs EoDs

Kick-off Sign-off

Project Phase 1 Project Phase 2

Opportunity

Identification

Benefits

Proposal

Management

Approval

KPI Framework

KPI Target


Improvements

identification RSLAF

Workshop


AppOps

Roadmap

Service

BPOps

Roadmap

Service

Roll Out KPI

Result

Improvements

KPI Result Management

buy-in


Efforts for Setting Up and Running an OCC

Eff

ort

Time OCC GoLive

Initial OCC

optimization Ongoing continuous

improvement

Initial

setup

Investment Phase Payback Phase

Customer investment is required for

initial setup of the central monitors.

The initial setup should already address

major operational pain points right from

the beginning.

Once set productive, the OCC may

uncover significant improvement

potential, resulting in many changes

of both coding, and the central

monitors.

Customer will soon reach the payback

phase, where the effort strongly

decreases. A large return of

investment is given by a much higher

IT service quality, and system

stability.


OCC Implementation Project Roadmap

Implementation details are described in

the three project roadmaps for

Application Operations, Business

Process Operations, and OCC:

• The roadmaps describe the sequence of

activities to be performed in a certain

implementation phase.

• Accelerators help performing a certain

step.

• The roadmaps can be exported to MS

Project, to initially populate the project

structure skeleton.

• The roadmaps are part of ST-ICO

(implementation content of SAP Solution

Manager; transaction RMMAIN), and are

available as HTML content which can be

displayed in a browser.

Appendix - OCC in an hosted environment


Motivation for Run SAP like a Factory Hosted Scenario

Goal Hosting Partner Hosted Customer

Transparency

• Automated standard reporting and dashboards.

• Monitoring data and alerts from SAP Non-ABAB

systems.

• Usually lack of operational transpacency

• Strong demand for gaining transparency („What is my hosting

partner doing? What is going on?)

Efficiency

• Strong interest to increase internal efficiency by

automation, standardization, shared knowledge and

resources.

• Drill-down options from monitors or alerts to quickly

identify and understand the problem.

• Getting more by paying less money to the hosting partner

• No further interest how this is being implemented by the

hosting partner

Optimization

• Strong interest to optimize internal processes

• No interest in optimizing customer solution (contract

dependent)

• Very high customer expectations, which are often not fulfilled

by the hosting partner

Pro-Activeness

• Basic standardized alert monitoring in place.

However usually customer needs to open a ticket

(re-active mode)

• Very high customer expectations, which are often not fulfilled

by the hosting partner

• Slow re-active ticket solving, no transparency about the status

and action taken so far

Stability

• Quality of service depends on the hosting contract

• Very high customer expectations, which are usually fulfilled by

the hosting partner within the boundaries of the hosting

contract – but not more


Customer, Hosting Partner and SAP SAP’s Perspective

Partner OCC

(PCC)

Techncal

Partner OCC

(PCC)

Functional

Implementation

Partner

Implementation

• Happy customer

• Low TCO

• Full transparency

• Tight and efficient integration

and interaction w/ the hosting

partner(s)

• Hosting partner is capable and

willing to solve as much

problems as possible w/o help

from SAP


Customer SAP Solution Manager as a Central Integration Point

• Status of landscape components

• Technical alerts and technical KPIs

• KPI history

• Analysis done so far

• Expert tools and remote access

• Status of Business Processes

• Functional alerts and Business KPIs

• Transparency about the operational status

• Reports & Dashboards

Customer Partner X (functional support)

Partner Y (technical support)

SAP

Own tools for

monitoring and

incident management

Customer SAP Solution

Manager is the only integration

point where all parties involved

in SAP operations, can meet

and collaborate.

In future stronger

cooperation between the

hosting partners will be

expected by the customer.

SAP Solution Manager

helps clarifying who is

responsible and in charge for

solving a problem.

The customer – and, in

case the problem cannot be

solved, SAP as well - has full

transparency about the analysis

status.

Own tools for

monitoring and

incident management

Own tools for

monitoring and

incident management


Motivation for Run SAP like a Factory SAP’s Expectation for a Hosted SAP Scenario

Goal Hosting Partner

Transparency

• There is one integration point for ALL parties, and this is the customer SAP Solution Manager

• Partner commitment is to provide a true operational status (via reports and dashboards; w/ help from SAP)

• Integration on alert / incident management level required

Efficiency

• High level of standardization and automation (from manually compiled daily health checks towards E2E automation based

on alerts)

• The partner is a joint member of a customer OCC (e.g. depending on the hosting scenario, provides the IT Operators).

• Clear process & policy for problem management (e.g. RCA done and documented before sending incident to SAP)

Optimization

• Provide business value: Strong will to support the continuous improvement process which is owned by the customer (e.g. by

providing the required data or improvement proposals, w/ involvement of SAP)

• Conterpart for the customer QM‘s for Business Continuity and Business Process Improvement

Pro-Activeness

• Standardized set of central monitors and alert settings to be implemented in the customer OCC

• From re-active to pro-active operations: Efficient event management process established

• Full transparency for the customer on alerts and incidents

Stability

• Stability and customer satisfaction will increase automatically in case all goals from above are being implemented

• This gives the hoster a competitive advantage, and the opportunity to create premium offerings for hosted scenarios


Points of Interests for Hosting Partners

Hosting partners may have the following points of interest:

Development of an operational template which can be consistently provided to hosted customers. The template may

define:

The definition of an integrated event and incident management process.

Alert threshold definitions and auto-reactions.

Standardized and automated set of IT reports, dashboards and Balanced Score Cards, which can be provided to the hosted

customer.

A standardized set of tools which will be used in a defined way in case of RCA (also in agreement with other hosting partners in a

multi-provider environment).

To increase overall IT support efficiency, the automated creation of incidents in the Service Desk tool of the

hosting partner – based on alerts in SAP Solution Manager – is of particular interest. This requires a standardized

interface between Service Desk tools.

As a new business opportunity, the hosting partner may offer the setup of the OCC to the customer (including

infrastructure, tools, monitors, and processes).

As an advanced option, the hosting partner may offer the integration of Non-SAP components into an OCC.


Real Live Hosted Customer Example

Customer scenario

SAP Retail customer in EMEA, MAXATTENTION support contract (pre-condition).

Parts of SAP (e.g. ERP) are already live, but the customer is still in project mode (large MAINFRAME environment, will

be completely replaced by SAP).

Technical support is being provided by a large hosting partner XYZ, functional support is in customers responsibility.

The customer is very unhappy with the current situation (see next slide). Customer is willing to set up a joint OCC.

Change driver

Customer

High expectations from the business, that SAP overall behaves similar like the old MAINFRAME environment with respect to

stability, performance…

There are major IT support changes already planned, e.g. moving the service desk from BMC Remedy towards Service Desk in

SAP Solution Manager

Hosting Partner

It is a key customer in EMEA, the partner must react on the IT support changes requested by the customer.

The partner already realizes the limitations of the support concept, which is classical and XX years old.

The plan is to derrive a standard setup including packaged customizing settings, which can be transferred (sold) to other hosted

customers as well.


Hosted Scenario – Start Scenario

Limitations

• Monitoring suite ok for infrastructure and SAP

ABAP components, but insufficient for new SAP

components (BI, PI, Portal…)

• No transparency for alerts; Customer perception

is, that the hosting partner purely works re-

actively (no action w/o incidents in HP SC)

• No transparency for incidents; Manual content /

status update only

• Very slow troubleshooting procedures leading to

business dissatisfaction

• No further benefits from reporting

• No operational support concept for application

support

• High license cost for BMC Remedy

SAP BI

SAP PI

SAP ERP

…

BMC

Remedy

Customer Hosting Partner

Partner

Monitoring

Suite

HP SC

L2 Support


RSLAF - Transition

Area Item Action

Tools Partner Monitoring

Suite

• Use partner suite for infrastructure only

• All SAP related monitoring data will be created, stored, and evaluated by SAP Solution

Manager

BMC Remedy • Replaced by Service Desk in SAP Solution Manager

HP SC • Replaced by new Partner Service Desk

• Bi-Directional interface between the 2 service desk tools

Central Monitors • Central monitors showing technical and functional data

• Technical alerts (manually/automatically) create incidents in Service Desk, which are

forwarded to the new Partner Service desk

Processes Event Management • True Event Management process for technical and functional alerts

• Customer has full transparency on technical alerts

Incident

Management

• Fully integrated and transparent incident management process – no manual copying between

tools

• Option to pass incidents to SAP

Teams IT Operators • Technical operators are payed by the customer, and facilitated by the partner. They sit next to

L2 technical support – tight integration across teams.


Hosted Scenario – Final Scenario

Benefits

• Full monitoring of all SAP components

• Pro-active alerting

• IT Operators work in an efficient and standardized

way on alerts

• IT Operators act as an additional line of support

protecting valuable L2 resources

• Transparency on alerts

• Transparency on incidents

• One data platform for monitoring, troubleshooting,

reporting and dash boards (SAP Solution

Manager)

• Seamless integration with SAP

• Reduced licensing costs

SAP BI

SAP PI

SAP ERP

…

Service

Desk

SAP

Solution

Manager

Central

Monitors

Customer Hosting Partner

Partner

Monitoring

Suite

Partner

Service Desk

L2 Support

L2 Support

L1 Support

SAP


Scenario Standardization

Standardizing setup for speeding up scenario

configuration of the next hosted customer:

• MAI templates including a set of KPIs for:

• Monitoring (e.g. during Root Cause Analysis)

• Reporting

• Alerting

• Alert thresholds

• Auto-reaction for converting alerts into incidents

• Customizing of the service desk interface (SAP

part)

• Mid term:

• Queries, BW reports and dashboards for

reporting

SAP

Service

Desk

SAP

Solution

Manager

Central

Monitors

Customer A

Hosting Partner

Partner

Service Desk

L2 Support L1 Support

SAP

SAP

Service

Desk

SAP

Solution

Manager

Central

Monitors

SAP

Customer B


Disclaimer

This presentation outlines our general product direction and should not be relied on in making a

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