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Annex 4
UNRWA ERP Project
Operation Procedures
The information contained in this document is proprietary. Copyright © 2011 Capgemini. All rights reserved
Operation Procedures
VERSION CONTROL AND CHANGE HISTORY
Date Version
Author Description
15/11/2014
V1.0 Initial release
22/12/2014
V1.1 Document updated with other procedures and David feedback
REVIEW AND APPROVAL
Name Company / Title Document Version
Signature Date
Capgemini SAP Tech Service Manager V1.0
Capgemini Quality Assurance V1.0
UNRWA Technical Infrastructure Stream Leader
V1.0
UNRWA ERP Director V1.0
DISTRIBUTION
Name Company / Title Document Version Date
SOURCE FILE LOCATION
Source File Location Access Responsible
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Operation Procedures
TABLE OF CONTENTS
1. INTRODUCTION...................................................................................................................................... 52. ROLES INVOLVED................................................................................................................................. 63. INCIDENT MANAGEMENT..................................................................................................................... 7
3.1 Assumptions, constraints and naming convention........................................................................73.1.1 Working time............................................................................................................................... 7
3.1.2 Service Scope............................................................................................................................. 7
3.1.3 Incident classification.................................................................................................................. 7
3.1.4 Incident Request Form................................................................................................................7
3.1.5 Incident Log................................................................................................................................. 8
3.2 Workflow............................................................................................................................................. 84. USER MANAGEMENT..........................................................................................................................10
4.1 Assumptions, constraints and naming convention......................................................................104.1.1 Working time............................................................................................................................. 10
4.1.2 Service Scope........................................................................................................................... 10
4.1.3 User Management Tasks..........................................................................................................10
4.1.4 User Management Task Request Form....................................................................................10
4.1.5 User Management Log..............................................................................................................10
4.2 Workflow........................................................................................................................................... 105. CLIENT MANAGEMENT.......................................................................................................................12
5.1 Assumptions, constraints and naming convention......................................................................125.1.1 Working time............................................................................................................................. 12
5.1.1 Client Management Tasks.........................................................................................................12
5.1.2 Request Form........................................................................................................................... 12
5.1.3 Central Log................................................................................................................................ 12
5.2 Workflow........................................................................................................................................... 126. SW MAINTENANCE AND PATCH MANAGEMENT.............................................................................14
6.1 Assumptions, constraints and naming convention......................................................................146.1.1 Working time............................................................................................................................. 14
6.1.2 SW Maintenance and patch Management Tasks......................................................................14
6.1.3 Request Form........................................................................................................................... 14
6.1.4 Central Log................................................................................................................................ 14
6.2 Workflow........................................................................................................................................... 147. TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT..........................................................16
7.1 Assumptions, constraints and naming convention......................................................................167.1.1 Working time............................................................................................................................. 16
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Operation Procedures
7.1.2 Service Scope........................................................................................................................... 16
7.1.3 Transport and Change Configuration Alignment Tasks.............................................................16
7.1.4 Transport and Alignment Request Form...................................................................................16
7.1.5 Transport and Alignment Central Log.......................................................................................16
7.2 Workflow........................................................................................................................................... 168. SAP OSS SUPPORT............................................................................................................................. 18
8.1 Assumptions, constraints and naming convention......................................................................188.1.1 Working time............................................................................................................................. 18
8.1.2 Transport and Alignment Tasks................................................................................................18
8.1.3 Request Form........................................................................................................................... 18
8.1.4 Central Log................................................................................................................................ 18
8.2 Workflow........................................................................................................................................... 189. MONITORING AND ADMINISTRATION...............................................................................................20
9.1 Assumptions, constraints and naming convention......................................................................209.1.1 Working time............................................................................................................................. 20
9.1.2 Service Scope........................................................................................................................... 20
9.1.3 Transport and Alignment Tasks................................................................................................20
10. SAP SYSTEM REFRESH AND RESTORE.......................................................................................2110.1 Assumptions, constraints and naming convention.................................................................21
10.1.1 Working time............................................................................................................................. 21
10.1.2 Transport and Alignment Tasks................................................................................................21
10.1.3 Central Log................................................................................................................................ 21
10.2 Workflow...................................................................................................................................... 2111. PERFORMANCE AND TUNING (BACKEND AND FRONTEND)....................................................23
11.1 Assumptions, constraints and naming convention.................................................................2311.1.1 Working time............................................................................................................................. 23
11.1.2 Service Scope........................................................................................................................... 23
11.1.3 Transport and Alignment Tasks................................................................................................23
12. REPORT AND KPI............................................................................................................................ 2412.1 Assumptions, constraints and naming convention.................................................................24
12.1.1 Working time............................................................................................................................. 24
12.1.2 Service Scope........................................................................................................................... 24
12.1.3 Transport and Alignment Tasks................................................................................................24
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Operation Procedures
1. INTRODUCTIONThe purpose of this landscape in scope of the service document is to define the operation procedures for UNRWA SAP Landscape Management. Each procedure defines actions and workflow between the different actors involved in the operational procedures and once in production also the SLA
This is described in the “UNRWA Technical Architecture Master Document”. The layer in scope is SAP Basis plus Citrix Presentation servers.
Hosting Service including Virtualization Layer, Storage, Backup, Network, Netscaler and domain management is in charge to UNGCS.
For each procedure we will have a chapter structured as follow:
Assumptions, constraints and naming convention Roles involved in the procedure, with actual names and contact details Workflow Service Report
SLA and KPI for all the procedure/service described here are defined in the Annex Service Catalog.
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Operation Procedures
2. ROLES INVOLVEDThe table below describes the roles involved in the procedures.
Alias Company Description Actual Name / Contact detail
SAP Tech Contract SAP Basis TeamSAP Operation SM Contract SAP Operation Service Manager
UNRWA FEI SM UNRWA UNRWA Front End Infrastructure Manager
UNRWA BEI SM UNRWA UNRWA Back End Infrastructure Manager
GSC SM UNCGS UNGSC Service Manager
GSC Infra UNGCS UNGSC Infrastructure Manager
DM Contract Delivery ManagerSAP Security Contract SAP Roles& profile
HR SL UNRWA Stream Leader - HR
SCM SL Contract Stream Leader - SCM
FIN SL Contract Stream Leader - FINPSM SL Contract Stream Leader - PSMABAP SL Contract Stream Leader – DevelopmentIntegration SL Contract Stream Leader – Integration HubTraining Leader Contract Training LeaderPM Contract Project ManagerSAP Help UNRWA SAP UNRWA HelpUNRWA DM UNRWA UNRWA Delivery ManagerHR SAP Security UNRWA HR SAP Roles& profile
UNRWA PM UNRWA UNRWA Project Director
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Operation Procedures
3. INCIDENT MANAGEMENT
3.1 Assumptions, constraints and naming convention3.1.1 Working time
UNRWA Agency working hours are 07.30-18.00 Amman Time (GMT+2) Sunday-Friday, which covers working hours across all of UNRWA’s Fields. The UNRWA project team working hours are Sunday – Thursday, 08.00-17.00 Amman Time (GMT+2)
3.1.2 Service ScopeThe scope of the service is only SAP Basis and Citrix presentation server. As second level of support is foreseen:
UNGCS: for all Hosting, Virtualization and OS Management, Storage, Backup, D/R tools, Network, UNRWA Domain
SAP AG: for all issues related to the SAP Standard SW
Citrix Support: for all issues related to the Citrix Standard SW
3.1.3 Incident classificationThe table below describes the category of incidents
Incident category DescriptionCritical (Highest) All Core Business Processes seriously impacted with economic damage (Application
Data Corruption, long period time system unavailable…)High Core Business Process impacted with economic damage (the application/system in
partially available)Medium Non-Core Business Process are impacted with economic damage
Low Non-Core Business Process are impacted without economic damage
3.1.4 Incident Request FormThe Incident request must be sent by email to SAP help team and the form must contain the following elements:
System/Client impacted
Incident Type (Transaction, Report ….)
Transaction/Report code (*)
Details, requirement, problem description
Steps to reproduce the issue (if possible)
Screen shots and log reference
Contact person for details and clarification
(*)The Transaction/Report SAP code is at the bottom of the screen, near the system ID, after you click on the arrow near the SID (in the example the SID is UEQ) as shown below:
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Operation Procedures
When the request needs to be addressed to SAP-Tech Team, it will be addressed by an email.
Example of Incident Form:
3.1.5 Incident LogThe Incident log is managed though the Teamforge Tracker “SAPTech-Ticket”, Incident Category. The Monthly Report contains the incident log. The ticket number is the number of artifact in Teamforge corresponding to the Incident.
3.2 WorkflowThe following Diagram describes the Incident Management Workflow
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4. USER MANAGEMENT
4.1 Assumptions, constraints and naming convention4.1.1 Working time
The user creation and master data modification is performed 09:00 – 18:00 Amman Time (GMT+2) Monday-Friday, while the reset password, lock and unlock users is managed as incident.
4.1.2 Service ScopeThe scope of the service is
Citrix Account Creation
SAP Account creation in the SAP System in Scope.
SAP Roles and profile attach
Naming convention used for the User ID is always the UNRWA Domain one.
4.1.3 User Management TasksThe table below describes the task types covered
Task DescriptionCitrix Account Creation/Modification
The user account domain is added to Citrix OU for SAP according to the user type a Citrix desktop is provided
SAP User Creation/Modification
Using the same UNRWA Domain account ID a SAP User is created in the SAP System and client identified in the request
Roles Attachment Normally with the same User Creation a SAP Role is attached within the same request. Could be possible after a user creation to attach the change of the SAP Role assigned
Lock/Unock Users It is possible to Lock or Unlock single or group of users.
Reset Password The user can ask to have the reset of the password
4.1.4 User Management Task Request FormThe request must contain the following elements:
Network ID (the Domain user account)
First Name, Last Name
Citrix Desktop Type
SAP System/Client
SAP Role to be added
NetworkID First Name Last Name email Ctx Type Client SAP Role
bennettm Mark Bennett M.BENNET@UNRWA.ORG Standard UET.330 UNRWA_TRAINING
4.1.5 User Management LogIn the Monthly Report there is a log of the User Management Tasks performed in the period
4.2 WorkflowThe following Diagram describes the Incident Management Workflow
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User Managent WorkflowUN
RWA
SMSA
P Help
SAP T
ech
UNRW
A Us
ers
PerformIdentify/Request Analyze & Plan
Send Reset Pwd request To: SAP
HelpCC: UNRWA SM
identifing (System, Client,
UserID)
start
Logon to the SAP System and client
reset Pwd
Send the feedbackTo: Sender
CC: UNRWA SM
Analyse the request, all the information and item are
available,Prioritize the UM Task
execution timeSend the feedback
To: UNRWA SM
Can SAP Tech perform the
the UM Task?
Update User Management log
No
Logon to the SAP System and client and execute the
UM Task
Yes
End
Collect all the mandatory
Information for the UM Task
start
Send the requestTo: SAP Tech
Send the feedback specifing the missing info
To: UNRWA SM
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Operation Procedures
5. CLIENT MANAGEMENT
5.1 Assumptions, constraints and naming convention5.1.1 Working time
The Client Management is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
5.1.1 Client Management TasksThe table below describes the task types covered by the SAP Client Management Service:
SAP Client ManagementCcopy Client Copy
RCcopy Remote Client Copy
Cexport/Import Client Export & ImportCsetting Client Setting changes
5.1.2 Request FormThe request must contain the following elements:
Creation method (Copy Client, Remote Copy Client, Export/Import)
Client number proposed
Source Client and Content (Customizing, Application data, User master Record source)
Description of reason for the request
5.1.3 Central LogThe Central log is managed though a Teamforge Tracker.
5.2 WorkflowThe following Diagram describes the Client Management Workflow
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6. SW MAINTENANCE AND PATCH MANAGEMENT
6.1 Assumptions, constraints and naming convention6.1.1 Working time
The SW Maintenance and patch Management is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
6.1.2 SW Maintenance and patch Management TasksThe table below describes the task types covered by SW Maintenance and patch Management service:
SW Maintenance and Patch ManagementOS Patches OS Patches and security updateDB Patches DB PatchesKernel Patches SAP Kernel Patches InstallationSAP Gui and User interface Update
SAP GUI and Frontend SW update on Citrix Farm
SP Install Support Package InstallationEhP Install Enanchment Package Installation
6.1.3 Request FormThe request must contain the following elements:
Description of the patch to be managed
Kind of installation need (SP, EhP,..)
6.1.4 Central LogIn the Monthly Report there is a log of the SW Maintenance and patch Management tasks performed in the period
6.2 WorkflowThe following Diagram describes the SW Maintenance and patch Management Workflow
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7. TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT
7.1 Assumptions, constraints and naming convention7.1.1 Working time
The transport and change configuration alignment is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
7.1.2 Service ScopeThe scope of the service is to transport Urgent and Normal corrections and Align SAP Environments.
7.1.3 Transport and Change Configuration Alignment TasksThe table below describes the task types covered:
Transport and Change Configuration alignmentUCORR Urgent Corrections
NCORR Normal CorrectionsTRAlign Changes alignment report
7.1.4 Transport and Alignment Request FormThe request must contain the following elements:
ID of the correction
Name of the correction
From witch environment to where
Sequency
7.1.5 Transport and Alignment Central LogIn the Monthly Report there is a log of the Transport and Alignment performed in the period
7.2 WorkflowThe following Diagram describes the Transport and Change Configuration Alignment Workflow
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8. SAP OSS SUPPORT
8.1 Assumptions, constraints and naming convention
8.1.1 Working timeThe Sap OSS Support is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
8.1.2 Transport and Alignment TasksThe table below describes the task types covered by the Service:
SAP OSS SupportOSSNote OSS Note/Patches ApplicationSCCRKey Modification Key (SCCR) issueOSSConnect OSS ConnectionRouter SAP Router Config Update
8.1.3 Request FormThe request must contain the following elements:
System impacted
Client
OSS description
8.1.4 Central LogIn the Monthly Report there is a log of the SAP OSS Support tasks performed in the period
8.2 WorkflowThe following Diagram describes the SAP OSS Support Workflow
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9. MONITORING AND ADMINISTRATION
9.1 Assumptions, constraints and naming convention
9.1.1 Working timeThe Monitoring and Administration Support is performed at 08.00 AM Amman Time (GMT+2) Monday-Friday.
9.1.2 Service ScopeThe scope of the service is to monitor and to manage Systems activities in order to ensure the best functionality of the landscape.
9.1.3 Transport and Alignment TasksThe table below describes the task types covered by the service:
Monitoring and AdministrationDB Check Availability, Disk and Database space, Update TasksSAP System Check Availability, System Log Analysis (SM21), DUMP Analysis
(ST22) and Enquee Entries (SM13)Batch Monitor Schedule, Batch Processing, errors..Interface Monitor tRFC queues, Ale/IDOC, queue, SCOT ..Frontend Farm Citrix component Availability (Xenapp, Store front, Licence
Server, data store) Printing spool availabilityFrontend Infrastructure Desktop, facility, FO connectivity, printer managementNetwork and connectiitiy Firewall, routing, DNS, included NetscalerBackup Check Schedule, Backup execution checkOS, VMWare check Availability, Resource Usage, CPU, RAMStorage Check Availability, Disk space , trend, Disk/device corruption
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10. SAP SYSTEM REFRESH AND RESTORE
10.1 Assumptions, constraints and naming convention10.1.1 Working time
The SAP System refresh and restore is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
10.1.2 Transport and Alignment Tasks
The table below describes the task types covered by the Service:
SAP System refresh and restoreSys Homogenous Sys Copy System Export and ImportRestore Simulation Restore test execution on PreproductionRestore Production Restore Procedure
10.1.3 Central LogIn the Monthly Report there is a log of the SAP System refresh and restore tasks performed in the period
10.2 WorkflowThe following Diagram describes the SAP System refresh and restore Workflow
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11. PERFORMANCE AND TUNING (BACKEND AND FRONTEND)
11.1 Assumptions, constraints and naming convention11.1.1 Working time
The Performance and Tuning (backend and frontend) is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
11.1.2 Service ScopeThe scope of the service is to tuning Systems performance in order to ensure the best functionality and tuning.
11.1.3 Transport and Alignment TasksThe table below describes the task types covered by the service:
Performance and Tuning (Backend and frontend)SAP System Optimization SAP Transaction analysis and trend SAP profiles optimization,
EWA recommendation applicationWork load distribution Schedule, Batch Processing, errors..DB Reorg Availability, Disk and Database space, Update TasksOS Tuning tRFC queues, Ale/IDOC, queue, SCOT ..Infrastructure tuning VM distribution on phisical, storage otpimization, Network
QAS and optimization
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12. REPORT AND KPI
12.1 Assumptions, constraints and naming convention12.1.1 Working time
The Report and KPI is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
12.1.2 Service ScopeThe scope of the service is to report Service Activities performed during a specific period.
12.1.3 Transport and Alignment TasksThe table below describes the task types covered by the service:
Report and KPISAP EWA SAP Solution Manager Early Watch Alert
NW Service Monthly Report Service report include all the administration tasks performed and the SLA reports
Resource Usage VM CPU, RAM, Storage, Backup utilization report
Response time Average Dialog Response Time SAP standard transaction in production
VM Availability Availability of Productive VMs included Storage and Backup Infrastructure
Network availability Availability of Network and connectivity included Netscaler
SAP Availability Availability of Productive SAP Instances
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