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Bridging the gap between business and IT
Introducing IT governance processes supported by SAP Solution Manager
Wim BorremansProgram Manager
Oliver BuyssensCompetence Lead SAP Solution Manager
SAPience.be Tech Day 2012
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Expertum
Founded begin 2006
Team of 50 SAP Experts and Project Managers
Mission : Providing superior long-term customer and employee value
Offering expertise in following domains• Finance
• Supply Chain Management
• Business Intelligence
• Product Lifecycle Management
• Project Management
• SAP Solution Manager
• GRC and Security
• Netweaver
• Own SME Solution: Value4SME
SAP Service Partner, Channel Partner, Value Circle Partner
SAPience.be Partner
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Infrax
As multi-utility company, with strong local presence, it is our mission to deliver:• Trustworthy and safe utility networks at the lowest rates• A durable and innovative energy and water management• A qualitative and social service to our customers
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Context – Pro-FIT Program
Incident, Problem and Change Request Management
Release Management
Critical Success Factors
Concrete Results
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Context
Our IT organization has gone through a significant growth and many changes during the last few years as a consequence of multiple mergers:
• More complex organization• Bigger teams• Multiple locations• Collaboration internal / external resources• Big projects
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More structured way of working required
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Pro-FIT Program
The Pro-FIT program has the objective to improve our IT services in a structural way, introducing:• More controlled and measureable IT processes• A knowledgeable, efficient and scalable IT organization• Better IT management tools
Following an end-to-end approach involving not only IT but also business:• Increased transparency between business and IT• Added value for Infrax as an organization
Implemented in an iterative way:• Full roadmap including 8 iterations• Small iterations of manageable size• Deliver value early and keep the momentum• Continuous improvement
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Key Benefits
ITClear roles and responsibilities
More focus
Realistic workload
Better tools
More scalable organisation
BusinessMore transparency and involvement
Better quality
Better planning
More cost awareness
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Pro-FIT Roadmap
Based on the COBIT framework• Objective evaluation of current maturity level• Short and long term targets based on business and IT objectives
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Context – Pro-FIT Program
Incident, Problem and Change Request Management
Release Management
Critical Success Factors
Concrete Results
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Categorisation
+2500 tickets per month are now categorized into incidents, service request, problems and change requestsThis leads to:• Better visibility – Tool reflects actual situation• More focus – Distinction between 1st / 2nd / 3rd line
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Dedicated Processes
Each category of tickets, triggers a specific processIntroducing• Ownership – Each process is end-to-end followed up by one
responsible• Clear roles and responsibilities – Everybody involved in
the process knows exactly what is expected from them
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Demo
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Incident and problem management in SAP Solution Manager
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Agenda
Context – Pro-FIT Program
Incident, Problem and Change Request Management
Release Management
Critical Success Factors
Concrete Results
SAPience.be Tech Day 2012
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Why Release Management?
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Objectives How to realize?
• Better prioritization of projects and change requests
• Involve PMO and business in the prioritization of projects / change requests and the definition of the release scope
• Realistic workload • Synergies in development and testing• Better capacity planning• More focus
• Stable production environment • Test on a representative and qualitative test environment
• Deploy release in a controlled way in production based on a tested and at release level defined cut-over plan
• Respect of scope and planning • Well defined and controlled release scope• Release planning with clear intermediate
milestones and go-live date
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Release Management Process
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Wijziging
Analyseren& inschatten Toestaan Plannen Implementeren Afsluiten
Project
Registreren
Beheer van releases (Applicatie)
Wijziging
Analyseren& inschatten Toestaan Plannen Implementeren Deployen AfsluitenRegistreren Valideren
Standaard
Build(D)
Integratie(U)
Productie(P)
Acceptatie(T)
Project
CorrectiefEvolutief
Preventief
Valideren
Onderhoud
Project
Technisch
Urgent
Beheer van releases (Infrastructuur)
AfsluitenPlannen
Deployen
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Data Model
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Change Request
Standard
Corrective
Preventive
Evolutive
ProjectMaintenance
Implementation
Change Document
General
SAP Normal
SAP Standard
SAP Urgent
Defect Correction
Transport
Transport Task
Incident
Problem
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End-to-End Integrated Solution
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SAP CRM
SAP ERPSAP Solution Manager
Project
CharmQuality Gate Management
IMG Project
IMG ProjectChange Request
Change Document Transport
Transport Task
Transport
Transport Task
Ticket
Problem
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Demo
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Change request and release management in SAP Solution Manager
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Agenda
Context – Pro-FIT Program
Incident, Problem and Change Request Management
Release Management
Critical Success Factors
Concrete Results
SAPience.be Tech Day 2012
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Critical Success Factors
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Process Organization Tools• First define the process and align the organization
• SAP Solution Manager only introduced in a second phase
Standard SAP Solution Manager implementation• Standard SAP solution as starting point
• Proper analysis phase – aiming for zero-gap implementation
Successful and intense collaboration between different partners• Infrax process owners
• Entrust-it – Project management, process definition, change management in organization
• Expertum – SAP Solution Manager implementation
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Agenda
Context – Pro-FIT Program
Incident, Problem and Change Request Management
Release Management
Critical Success Factors
Concrete Results
SAPience.be Tech Day 2012
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Concrete Results
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Implementation SAP Solution Manager• Project duration – 4 months
• Total effort – 250 man days
Application maintenance cost reduced by 30%
Some statistics (as of July 2012 to date)• +19.000 incidents / service requests
• +100 problems
• +1.200 change requests and +1.100 change documents
• 25 projects
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Contact Details
SAPience.be Tech Day 2012
Wim Borremans
entrust-it - Managing Partner
W http://www.entrust-it.be
M +32 477 59 72 76
Oliver Buyssens
Expertum - CL
W http://www.expertum.net
M +32 471 60 95 00
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Thank you!
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