day 2 - sap solution manager workshop

SAP Solution Manager

Henny Claessens – Maastricht University

Hans van der Horst - hmb

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Agenda

• Unit 01: Overview currently realised scope at Maastricht University

• Unit 02: Status Q2 2011

• Unit 03: Plans for the near future

• Unit 04: The next step: Application Lifecycle Management

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OVERVIEW CURRENTLY REALISED SCOPE AT MAASTRICHT UNIVERSITY

Unit 01

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Solution Documentation•Central documentation of processes, system landscape, custom code

Application Life Cycle Management

Solution

Manager

Require-ments

Design

Build &Test

Optimize

Operate

Deploy

Template Management •Standardize configuration across multiple projects

Test Management•Change impact analysis•End-to-end test management

Change Control Management•Integrated quality management•Synchronized transports of various components•Controlled and documented adjustment of business processes incl. approval process

Application Incident Management•Integrated service desk•Involvement of partners in problem resolution•Provide root-cause analysis for complex landscapes with diverse technology stacks

Technical Operations•Central monitoring & alerting infrastructure•Unique End-User Experience monitoring•Central administration tools

Business Process Operations•Ensure business continuity•Provide Business KPIs•Business process benchmarking

Maintenance ManagementManagement of corrective software packages

Upgrade Management•Comprehensive project support for release transitions

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Towards a Single Source of Truth

Solution Manager

All business processes

The entrire documentation

All test information

All customer developments

All incident and problem information

All monitoring data

All service level information

All change information

All service planning, deliver and follow-up information

All maintenance activities

All training information

All Systems

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Solution Monitoring

Technical Base

EWA / SLR

System Landscape Directory

Connections with

Managed Systems

MaintenanceOptimizer

Solution Man. System

Landscape

System Monitoring

Business Process Monitoring

Service Desk

Basis Service Desk

SLA Management

3rd Party Integration

Change Management

CTS+ Integratie

Retrofit

Implementation/ Upgrade

Project Standards

Solution

Test Management

BI Reporting

Central System Administration

Customization Synchronization

Connect to SAP

Job Scheduling Management

Cutover

Functional Base

StandardsBusiness Process Mapping

Solution Directory

Populated Business Processes

Diagnostics

Templates

Custom Development Management Cockpit

The model

In Scope: Realised

In Scope: In progress

In Scope: to be realised

Not in scope

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Solution Monitoring

Technical Base

Early Watch Alert

Connections with Managed

Systems

Solution Manager System

Landscape

System Monitoring

Service Desk

Basis Service Desk

SLA Management

Change Management

Transport Integration

Retrofit

Project Standards

Solution

Test Management

Connect to SAP

Cutover

Functional Base

Solution Directory

Diagnostics

Templates

Status 2009

In Scope: Realised

Not in scope

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Solution Monitoring

Technical Base

EWA / SLR

Connections with

Managed Systems

Landscape

System Monitoring

Service Desk

Basis Service Desk

SLA Management

Change Management

CTS+ Integratie

Retrofit

Project Standards

Solution

Test Management

BI Reporting

Connect to SAP

Cutover

Functional Base

Solution Directory

Diagnostics

Templates

POC Charm*

Startnote

Status 2011

In Scope: Realised

Not in scope

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STATUS Q2 2011Unit 02

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• SLP: brandnew installation (SP22)

• is PRD system• autorisations and users• projects migrated• in use

• SLO: upgraded to SP22• is DEV system

Status SSM system landscape

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Deliverables: EWA Reporting Procedure

De Early Watch report is discussed once per month with business process managers

• CSP • BIP, XIP, UPP • CRP• SMP

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Deliverables: CSA manual

CSA manual

In this deliverable the following points are detailed:

• Procedure how to customize System Administration and how to use it

Deliverables:

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System monitoring / diagnostics

Monitoring in SLP is more detailed as in SLO Monitoring is further detailed for technical operations Business process monitoring (First test SLO, then install in SLP) Carry over monitoring business processes to the Business.

“ongoing process”

Deliverables:

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Document UM applications in SAP Solution Manager

Applications

SLcM (MUSL project)

SRM (including EH&S)

PI and BI integration in other projects

HR and FICO (Perfino)

SIM (SAP Invoice Management) Finance

CRM (Alumni)

CRM Recruitment

UM-OKE

SAP Security (autorisations etc.) and Portal

Non-SAP: IAM

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Long Term: Chain integration of Tooling and Processes

Project Preparation

BusinessBlueprint

Business Requirements

RealizationFinal

PreparationGo Live and

Support

Solution Manager

Test Requirements

Test PlanTest

CompositionTest CasesTest Sets

Test Execution

Defects

HP Quality Center

Inspect UI ScannerTest Data

Best PracticeTest

Composition

Business Blueprint

Test Requirements

Test Path & Scenarios

3 ExampleExample

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Attention point: Approach/Vision on Business Process Modelling (blueprinting) with ARIS

Scenario 3: Redocumentation existing SAP Solution with process enrichment in ARIS

Scenario 2: Greenfield: Start from scratch in ARIS

Scenario 1: Greenfield: with SAP Standard Processes as base from SSM BPR + process enrichment in ARIS

SoDocA*

SSM Project ARIS

ARIS SSM Project SSM Solution

SoDocA*

Business Process

Repository

Business Process

Repository

SSM Project

Business Process

Repository

Business Process

Repository

SAP Solution Manager Functionality

* Solution Documentation Assistant

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Attention point: Approach/Vision on Business Process Modelling (blueprinting) without ARIS

Scenario 3: Redocumentation existing SAP Solution

Scenario 2: Greenfield Start from scratch in SSM

Scenario 1: Greenfield with SAP Standard Processes as base from SSM BPR

SoDocA*

SSM Project SSM Solution

SoDocA*

Business Process

Repository

Business Process

Repository

SSM Project

Business Process

Repository

Business Process

Repository

SAP Solution Manager Functionality

* Solution Documentation Assistant

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Decide for what kind of Process modelling Scenario

Greenfield

Scenario2

Scenario 1

Redesign

Scenario 3

Is it a new UM process?

Is relevant content available in BPR of

SAP Solution Manager?

Is the process already in Solution

Directory?

Greenfield

Scenario1

Yes Yes

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Deliverables: Project Handbook

Deliverables:Project HandbookDocument to support SAP project team:

• Overview of activities to be performed in SSM in order to be able to run a project.

• Document Project Standards and conventions

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POC ChaRM

POC ChaRMPOC executed with standard flow.

Sandbox 3 system landscape.

Demo for participants and stakeholders.

Plan for next steps

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Technical and functional support functions SSMExample: Functional base and implementation

Test Management

Business Process Mapping

Interfaces

SAP ProjectsProject Leaders

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Technical and functional support functions SSMExample: ChaRM

Release Manager(s)

STMS & CTS(+)

Interfaces

ICTS Support for Changes/Developments

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PLANS FOR THE NEAR FUTUREUnit 03

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Next steps

• CDMC: Custom Development Cockpit• Implementation ChaRM• Documentation from Projects to

Solution• Business Process Monitoring

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THE NEXT STEP: APPLICATION LIFECYCLE MANAGEMENTUnit 04

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Is there a Sense of Urgency?

• SAP’s new product strategy• SAP maintenance• ERP for IT• Change Process in order?• Market change• Older systems• Reduce Complexity

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Sense of Urgency: SAP’s new product strategy

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Sense of Urgency: ERP for IT

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Change Procedure established?

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Sense of urgency?

SAP AGS

ERP BW PI

Non-SAP …

Old? / 4.6B / 4.6C / ECC?

Reduce Complexity

Market / business change

ERP CRM

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Questions

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Appendix:

ARIS & SAP Solution Manager at Maastricht University

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Agenda

1. Concept & reasons Maastricht University2. Process modelling & Application Lifecycle

Management with SAP3. Experiences Maastricht University

1. Concept & reasons Maastricht University2. Process modelling & Application Lifecycle

Management with SAP3. Experiences Maastricht University

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THINKERS…

... DO-ERS

Academic environmentAlbert

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I’M FROM MISSOURI ...

... SHOW-ME

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Concept & reasons

• System Landscape picture UM• Primary process top priority• Relation to Enterprise Support• Solution Manager is pre-requisite for Enterprise

Support– THE communication channel between customer and SAP in

system

• Embrace process approach, related to Student Lifecycle Management - SLcM, the primary process

• Believe that processes are base for Application Lifecycle Management – ALM

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SAP System Landscape UM

APPLIC

LIFECYC

LE MAN

BI 7.0NW 7.0[BIO]

Development-D

SNP 7.0 NW 7.0

[UPO + BPO]

SNP 7.0 NW 7.0

[UPO + BPO]

In ProjectERP 6.0NW 7.0[CSO]

ERP 6.0NW 7.0[CSO]

SRM 4.0WAS 6.40

BI 7.0NW 7.0

ERP 6.0NW 7.0[CST]

SRM 4.0WAS 6.40

BI 7.0NW 7.0

ERP 6.0 - Ehp4NW 7.0[CSP]

SRM 4.0WAS 6.40

Quality Ass-Q Production-P

CRM 7.0 NW 7.0[CRO]

CRM 7.0 NW 7.0[CRT]

CRM 7.0 NW 7.0[CRP]

PI 7.0NW 7.0[XIO]

PI 7.0NW 7.0

SNP 7.0 NW 7.0

[UPT + BPT]

SNP 7.0 NW 7.0

[UPT + BPT]

SNP 7.0 NW 7.0

[UPP + BPP]

SNP 7.0 NW 7.0

[UPP + BPP]

Redesign FICO/HCMRedesign FICO/HCM

Identity & Access Management

SRM/EH&S/SIMSRM/EH&S/SIM

and …

Transaction systemTransaction system

NetWeaverNetWeaver

Facility Management System

SSM 7.0NW 7.0[SLO]

NWDI ..NW0[DIP]

ToolsTools

SSM 7.0NW 7.0[SLP]

ERP 6.0NW 7.0[CSU]

ERP 6.0NW 7.0[CSV]

October 2009

Non SAPNon SAP

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Enterprise support: rethinking

• Comparison of spiderweb with current SAP-landscape• Think in terms of Total Costs of Operations (TCO)• Existential base for Enterprise Support

– Proactive support instead of reactive support– Specially of value when primary process is supported within

SAP landscape

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Toelating

Inschrijving

Application2

Admission2a

Registration2b

Specialization/Modules

Exams/Results

4Progress

Graduation8

De-registration9

Alumni10

Re-registration7

Recruitment1

Advising6

Bachelor

Language courseSpanish

Master/PhDGraduate School

Primary process: Student Lifecycle

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Agenda

1. Concept & reasons UM2. Process modelling & Application Lifecycle

Management with SAP3. Experiences UM

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Automation

Business Process Management & SAP

Analyse & (re) design

Modelling

Implementation

Monitoring & control

Business to Model

Model to Execute

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Which tool where?

BWBWCRMCRM

ECCECC

End user / Viewers Process owners / Projectteam

ITBusi

SolutionManager

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Solution DocumentationCentral documentation of processes, system landscape, custom code

Application Life Cycle Management

Solution Manager

Require-ments

Design

Build &Test

Optimize

Operate

Deploy

Template Management Standardize configuration across multiple projects

Test Management•Change impact analysis•End-to-end test management

Change Control Management•Integrated quality management•Synchronized transports of various components•Controlled and documented adjustment of business processes incl. approval process

Application Incident Management•Integrated service desk•Involvement of partners in problem resolution•Provide root-cause analysis for complex landscapes with diverse technology stacks

Technical Operations•Central monitoring & alerting infrastructure•Unique End-User Experience monitoring•Central administration tools

Business Process Operations•Ensure business continuity•Provide Business KPIs•Business process benchmarking

Maintenance ManagementManagement of corrective software packages

Upgrade ManagementComprehensive project support for release transitions

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The Solution Manager house

Solution Monitoring

Technical Base

EWA / SLR

Connections with

Managed Systems

Maintenance

Optimizer

Solution Man.

System Landscape

System Monitoring

Business Process

Monitoring

Service Desk

Basis Service Desk

SLA Management

Change Management

CTS+ Integration

Retrofit

Project Standards

Solution

Test Management

BI Reporting

Customization Synchronizatio

Connect to SAP

Cutover

Functional Base

Solution Directory

Diagnostics

Templates

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Solution Monitoring

Technical Base

EWA / SLR

Connections with

Managed Systems

Landscape

System Monitoring

Service Desk

Basis Service Desk

SLA Management

Change Management

CTS+ Integratie

Retrofit

Project Standards

Solution

BI Reporting

Connect to SAP

Cutover

Functional Base

Standards

Business

Process

Mapping

Solution Directory

Populated

Business

Processes

Diagnostics / EEM

Templates

Where are the business processes?

Business Process

Monitoring

Change

Management

Test Management

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Processes crossing multiple systems

20-05-11 46

Create Customer

Order Create Order

Shipment

Goods Issue

Create Invoice

Picking

Send Confirmation

CRM SAP ERP WMS

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How to fill my business process structure?

Manual Input

SAP Business Process Repository

RBE Plus

Manual Input

SAP Business Process Repository

SoDocA

RBE Plus

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Synchronisation ARIS – SSM

SAP Proces StepUse SAP content for ARIS

Processmodelling:• SAP Scenarios• SAP Processes• SAP Process Steps

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Use standard SAP Processes

Business Process Repository

Both ARIS and SAP Solution Manager

Library of business processes…

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Using the usage: SoDocA

BWBWCRMCRM

ECCECC

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Business Process Structure Documentation organised in Tabs…

Niveau 1

Niveau 2

Niveau 3

Example:List of transactions for this

process step…

Document the business processes

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All Documentation

All Test Cases

All End User Transactions

All Customizing Objects

All Customer Objects

All Training Materials

Document the business processes

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Describe interfaces as well

Organizational Units

Business Scenario

Interface Scenario

Master Data

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Strategic Monitoring

Tactical Monitoring

Operational Monitoring

E2E Proces KPI’s

System monitoring

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Characteristics:• Alert driven• SAP & non-SAP• Business processes &interfaces• Systemwide• Graphical• Integration with systems to be monitored

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Functional monitoring objects standard

Alert Type Selection OptionsSales Documents

• Percentage of open sales orders• Percentage of incomplete sales documents• Percentage of sales orders with delivery block• Percentage of sales orders with billing block• Percentage of sales orders with credit block• Percentage of open orders via index table• Percentage of orders with delivery block via index table• Percentage of orders with billing block via index table• Percentage of orders with credit block via index table

Document category, Sales document type, Sales organization, Distribution channel, Division, Sales group, Created by, Older than x days, Reference period, Data from previous day, Use creation date

Invoices• # of sales invoices posted per day• # of sales invoices line items posted per day• # of invoices not posted to FI• Percentage of sales invoices not posted to FI

Billing type, Billing category, Sales organization, Distribution channel, Division, Created by, Older than x days, Reference period, Data from previous day

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processes

systems

Monitoring environment: the Solution

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People

Processes

Tooling

Size indicates importance….

Lessons Learned:

• When implementing SAP Solution Manager functionality you are implementing new processes that are driven by people

• The primary focus should not be on the tooling

• Setup a sound governance structure for processes supported by SAP Solution Manager

• Think big , act small

It is about people and processes

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Agenda

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Experiences so far - technical

• Technique is pre-requisite

• However supposed to be easy, it is difficult enough in itself

• Implement BPM-tool (ARIS)

• Supporting tool implementation (SAP Solution Manager)

• Connection ARIS – SAP Solution Manager for synchronisation

• Connect systems to SAP Solution Manager

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• Real challenge – organisation around technique

• Short term versus long term thinking

• Discussion about topics like authorisations is time consuming

• Examples:– Let business people think in (end-to-end) processes– Business process analist is not always a good ARIS modeller– Keep momentum– Financial crisis / new budget approach does not help

Experiences so far – organisation - 1

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• Positive: end-to-end thinking in processes has started

• Examples:– Student Lifecycle Management– Re-implement FICO, HR (incl. ESS/MSS, Cost Planner, Invoice

Management)– EH&S– ARIS - Solution Manager synchronisaton– SAP TAO (would-be ARIS – Solution Manager – TAO integration)

• The road to a better structured ‘Application Lifecycle Management’ is started

• ‘Harvesting’ can start from now on…

Experiences so far – organisation - 2

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Documented UM applications in SAP Solution Manager

Applicaties ARIS

SLcM (MUSL)

SRM (Inclusive EH&S) X

PI en BI integration in other projects

HR en FICO (Perfino) X

SIM (SAP Invoice Management) Finance

CRM (Alumni)

CRM Recruitment

UM-OKE

SAP Security (autorisations etc.) & Portal

Non-SAP: IAM

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SHOW-ME

MOTTO IS NOT BAD ...

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End remarks

• Why choose for synchronisation ARIS & SSM?– Road to ‘the single version of the truth’

• Is implementation simple?– Technically: yes, allocate right consultants, support

persons & application managers – Organisation: a lot of challenges to deal with

• Is integration an advantage?– Yes according to the architect, difficult according to

the short-term focused

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Conclusions

• Business Process Monitoring evolves further to a professional enabler for the business with standard application monitors

• All in all ARIS & Solution Manager are complementary

• In case of overlap strict procedural rules are needed and should be followed

• Well designed BPM model in ARIS integrates perfectly with Solution Manager

• Limit the initial scope on key processes. Start with the process where the need is most urgent

• Business Process Monitoring: this is monitoring where the business benefits from

day 2 - sap solution manager workshop

Documents

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