e2e040 - managing end-to-end solution operations.pdf
TRANSCRIPT
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SAP 2008
E2E040Managing End-to-End Solution Operations
E2E040_Managing_End-to-End Solution_Operations
SAP Solution Manager
2009
SAP Solution Manager
Version 84
Material Number 50095839
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SAP 2008
Copyright 2009 SAP AG. All rights reserved.
Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.
All rights reserved.
Copyright
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Multimedia Viewer , Video for Windows , Internet Explorer , NetShow , and HTML Help are registered trademarks of Microsoft Corporation.
Lotus ScreenCam is a registered trademark of Lotus Development Corporation. Vivo and VivoActive are registered trademarks of RealNetworks, Inc. ARIS Toolset is a registered Trademark of IDS Prof. Scheer GmbH, Saarbrcken Adobe and Acrobat are registered trademarks of Adobe Systems Inc. TouchSend Index is a registered trademark of TouchSend Corporation. Visio is a registered trademark of Visio Corporation. IBM , OS/2 , DB2/6000 and AIX are a registered trademark of IBM Corporation. Indeo is a registered trademark of Intel Corporation. Netscape Navigator , and Netscape Communicator are registered trademarks of Netscape
Communications, Inc. OSF/Motif is a registered trademark of Open Software Foundation. ORACLE is a registered trademark of ORACLE Corporation, California, USA. INFORMIX -OnLine for SAP is a registered trademark of Informix Software Incorporated. UNIX and X/Open are registered trademarks of SCO Santa Cruz Operation. ADABAS is a registered trademark of Software AG The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2,
R/3, R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB. The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.
Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.
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SAP AG 2008 / 1
Course Prerequisites
Required Knowledge: Basic understanding of SAP Basis and Applications
Basic understanding of SAP NetWeaver
Experience in SAP IT Management
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SAP AG 2008 / 1
Disclaimer
Current release of the SAP Solution Manager is: SAP Enhancement Package 1 for SAP Solution Manager 7.0.The following note only applies to SAP customers in Germany and Austria:The extent of the usage of the software package "SAP enhancement package 1 for SAP Solution Manager 7.0" depends upon the type of maintenance contract you have signed.If you have a signed contract for:
SAP Enterprise Support
SAP Product Support for Large Enterprises
SAP Premium Support, or
SAP MaxAttention
You are authorized to use all functions in the software package, without any restrictions.If you have signed exclusively standard support contracts, you are allowed to install this software package, but you are only allowed to use a restricted functionality. You are not allowed to use the following Enterprise Edition functions:
Business Process Change Analyzer
Quality Gate Management
Custom Development Management Cockpit
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SAP AG 2008 / 1
Target Audience
This course is intended for the following audiences: SAP TQM/SAM/EA or other Service Consultants
Customer IT Management
Hosting/AMS Partner Management
Implementation Project Managers
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SAP AG 2008 / 1
Course Goals
This course will prepare you to: Realize the vision and value of SAP E2E Solution Operations
Describe the Methodology and SAP E2E Solution Support Standards and the Run SAP Methodology
Understand the impact of the SAP E2E Solution Support Standards on the customers service and support organization (SAP Solution Operations roles and responsibilities).
Understand why SAP Solution Manager is the application platform for E2E Solution Operations
Realize the potential for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including keysuccess factors)
Provide information on how customers can be certified (including SAP COE certification)
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SAP 2008
Unit 5 Incident Management
Unit 6 Business Process Operations
Unit 7 Root Cause Analysis
Unit 8 Change Control Management
Unit 9 Technical Operations
Unit 1 Introduction
Unit 2 Strategy
Unit 3 Implementation Roadmap
Unit 4 Use case and SAP Standards Overview
Preface
Course Content
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SAP 2008
Agenda Day One
Use case and SAP Standards Overview15:30 - 16:30
Incident Management16:30 - 17:00
SAP Support Strategy11:30 - 12:30
Run SAP Roadmap (E2E Adoption at Customers)13:30 - 15:30
Lunch12:30 - 13:30
E2E Introduction and Overview10:00 - 11:15
TopicsTime
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SAP AG 2008 / 1
Agenda Day Two
Root Cause Analysis10:00 - 12:00
Change Control Management13:00 - 16:00
Technical Operations16:00 - 17:00
Lunch12:00 - 13:00
Business Process Operations09:00 - 10:00
TopicsTime
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SAP 2008
Managing E2E Solution Operations: Introduction
SAP Standards Overview
Run SAP - Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
Business Process Operations
Root Cause Analysis
Change Control Management
Incident Management
SAP AG E2E040 1-1
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SAP AG 2008 / 1
Introduction
Contents: SAP Enterprise Support - motivation and scope SAP Life Cycle Management and Solution Operations -
motivation and scope
SAP Solution Manager as an E2E application platform
SAP AG E2E040 1-2
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SAP AG 2008 / 1
Introduction: Unit Objectives
After completing this unit, you will be able to: Explain how SAP standards for solution operations can help
customers manage their SAP-centric solutions Explain how SAP Solution Manager supports the
management of end-to-end solution operations
SAP AG E2E040 1-3
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SAP AG 2008 / 1
Introduction: Unit Overview
Lesson 3: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Solution Manager
SAP AG E2E040 1-4
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SAP AG 2008 / 1
Complexity Matters: Solutions Become More Critical
Complexity#User
2000 2007 2010
INCREASED LANDSCAPE COMPLEXITY
Comment Every customer has mission critical applications along with integration needs Landscapes become more complex the larger and more integrated they are
SAP provides advanced support options that mirror growth in size and/or complexity
R/3R/3LegacySystemLegacySystem
ManguisticsManguistics
Originally SAP was committed for message based issue solving for critical SAP Applications.
However, todays and future solutions are more complex and it is even more difficult for SAP to trouble-shoot.
Therefore, SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully.
SAP AG E2E040 1-5
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SAP 2008
How to maintain innovation & competitive advantage with issues like: Supplier integration across the value chain Mergers & acquisitions Rapid growth Governance requirements Currency fluctuations Proliferation of new, enhanced technologies like service-oriented architecture ( SOA)
.all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation
Increasing Complexity is the #1 Cause of System Failure.Economist Intelligence Unit, 2007
30% of issues incur time-to-resolution of more than one day. Forrester, 2006
67% of mission-critical applications have more than 9 hours of downtime per month. The Standish Group
ERP downtime costs $6,400 to $7,600 per minute. BMC, 2006
Downtime
Effects
Delay of invoicing
Delay of company revenue
Loss of employee productivity
CHALLENGE #2: Increased Cost & Risk
New ChallengesMore Complexity and Less Control
These challenges are addressed by SAP and the SAP support offerings.
SAP AG E2E040 1-6
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
Value Prop
The offering
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
SAPs Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk& Cost
SAP Enterprise Support consists of five building blocks.
Innovations are addressed in block 1.
SAP AG E2E040 1-7
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SAP 2008
Upgrade UpgradeSupportPackage
SupportPackage
Traditional SAP ApplicationInnovation Lifecycle
SupportPackage
SupportPackage
EHPSupportPackage
EHPSupportPackage
New SAP Application Innovation LifecycleC
ost
Maintenance:Support Package Stack
New: SAP Enhancement packages for SAP ERP
Legal/Tax Changes,Corrections etc.
Technically a set of SupportPackages and patches
New & improved functionality Optional, new software components Activate new function in Switch
Framework via Business Function
Release Upgrade
SAP ERP(ECC 6.0)
Install SAP enhancement packages combined with Support PackStack as a maintenance activity with only minor additional effort.!
Foundation for Operational Innovation SAP Enterprise Support Provides Continuous Enhancement and Optimization
SAPSystem
Foundation for Operational Innovation is the separation in enhancement packages (for delivering features) and support packages (for delivering bug fixing)
Deploying enhancement packages (EhP) to production is considered less critical and faster then deploying major SAP releases
Deploying a Support Packages (SP) is even smoother and only affects the appropriate repaired code. This means only regression testing to prove the fix to work.
Deploying EhP and/or SP does provide a certain flexibility to manage the software changes according to particular business requirements.
SAP AG E2E040 1-8
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SAP 2008
SAPBusinessSuite
ERP CRM SCM
PLMSRM
EhPEhP
R/3
CRM SCM
PLMSRM
Protection of Investment
SAPBusinessSuite
ERP CRM SCM
PLMSRM
EhPEhP EhPEhP
SAP Technical Upgrade Commitment Every installed base customer solution
can be upgraded to the next release. SAP provides all tools to manage the
technical upgrade
Business Driven Innovation New functions can be deployed
step by step to fulfill business needs or optimize existing business functions
Concrete Investment Protection Easy Upgrades Delivered via SAP Enterprise Support
SAP AG E2E040 1-9
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SAP 2008
2011 20122006 2007 2008 2009 2010
Dec
Mar
Dec
Mar
Mar
2013
Dec
17%17%+2%* 17% + 4%*
17%+2%* 17% + 4%*17%
2014 2015 2016
SAP R/3 Enterprise
OLD
NEW**
SAP R/3 4.6C
OLD
NEW** 18,4%
Dec
17% (17% + 2%*/4%* if cust. opted for extended maint.)
Dec
19,8%
Dec Dec
18,4%17% 19,8% 21,4% 22%
Key MessageKey Message Extended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is included in SAP Enterprise Support as of January 2009
For Enterprise Support customers, extended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is offered for one additional year
Legend
* Additional extended maintenance fee only applies to relevant portion of customer landscape/maintenance base (that is, only to installations on relevant releases). Extended maintenance is optional; if a customer does not order it, the installations on the relevant releases are in customer-specific maintenance
MainstreamMaintenance
1st year Extended
Maintenance*
2nd/3rd yearExtended
Maintenance*
Customer-specific
maintenance
21,4% 22%
17%
22%
17%
Mar
One additional year of extended maintenance
** New strategy for Enterprise Support customers only
Extended Maintenance Included in SAP Enterprise Support:Additional Time to Implement End-to-End Solution Operations
Extended Maintenance included in SAP Enterprise Support does extend the maintenance window for customers.
SAP also introduced a new maintenance strategy for the product portfolio (called 7-2)
SAP AG E2E040 1-10
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
Value Prop Enabled by
The offering
Consistent standards Lifecycle management Business process
monitoring Custom code
management Remote supportability Diagnostics
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
End-to-EndSolution Operations
SAPs Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk & Cost
+
SAP Enterprise Support consists of five building blocks.
E2E Solution operations are addressed in block 2.
SAP AG E2E040 1-11
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SAP 2008
DevelopmentLandscape
QualityLandscape
ProductionLandscape
Transport TransportMultiple
DevelopmentWorkbenches
CE 7.1QAS
system
NWPortal 7.1QAS System
ERP6.0QAS
system
CE 7.1Dev
system
NWPortal 7.1
DevSystem
ERP6.0Dev
system
CE 7.1PRD
system
NWPortal 7.1Presentation
layer
ERP6.0PRD
system
FIX
FIX
FIX
Synchronization
100% transparency of changes
A central transport mechanism and change control system to manage changes across technology stacks and application components
A central test plan for core business processes
A central quality manager validating test execution and test completeness
Integration of every development workbench into the central transport and change control system
All operational units across all organizations integratedin one integrated and consistent quality process
Standard Application and Quality Management One End-to-End Integrated and Consistent Quality Process
E2E Standards are developed to ensure high quality and consistency of the operational procedures
SAP AG E2E040 1-12
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SAP 2008
Managing Custom Codes and Components Supporting SAP code, custom code, and partner solutions.
End-to-end Support for End-to-End SolutionsSAP delivers Standards, Tools, Processes, and On-Demand Support with the SAP Solution Manager Enterprise EditionAll vendors offer support, but none can match SAP in its breadth and depth of experience. No matter what kind of advice or action customers require, no matter where and when customers need it, no matter what Industry or current IT landscape, SAP and its partners can provide the answer. With SAP, support is comprehensive and available for the entire solution life cycle.
End-to-End Root-Cause AnalysisIncident Management; Diagnostics
End-to-End Change Control Change Control and Application ManagementFunctional, Regression and Volume Testing; Integration Testing
End-to-End Business Process Integration and Automation Job, Interface and Business Process MonitoringException and Alert Management
End-to-End Enterprise SOA Readiness Managing Custom Components, Upgrades and Migrations
ERP WMS
End-to-End Solution OperationsIndustry-Leading & Consistent Standards, Tools & Processes for the Ecosystem
SAP AG E2E040 1-13
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
+
Value Prop Enabled by
Delivered via
The offering
Run SAP Industry-leading best
practices Run SAP methodology
for end-to-end solution operations
Consulting, training, and certification available as additional offerings
Consistent standards Lifecycle management Business process
monitoring Custom code
management Remote supportability Diagnostics
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
End-to-EndSolution Operations
SAPs Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk & Cost
+
SAP Enterprise Support consists of five building blocks.
Run SAP is addressed in block 3.
SAP AG E2E040 1-14
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SAP 2008
Run SAP provides the methodology and best practices to implement End-to-End Solution Operations.
Phased methodology focusing on tangible cost reductions in Operations. Run SAP provides processes, content, and tools for operating SAP solutions
(Pre-configured operation concept for the customer solution)
Focus topics Business Process Transparency (Minimum Documentation) Business Process Monitoring Data Consistency Software Change Management - One Transport Order Job Management Automation of Processes Remote Diagnostics Backup and Recovery
Assessment &Scoping
Design of Operations
Setup ofOperations
Handoverinto Production
Operations andOptimization
E2E Solution Operations
Enterprise SOA Readiness
Pre-configured operation concept for the customer solution
Run SAPBest-in-Class Methodology to Optimize Operations
SAP AG E2E040 1-15
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
+
Value Prop Enabled by
Delivered via
The offering
Mission-Critical Support Continuous quality
checks Robust SLAs Support advisory 7 x 24 root cause
analysis
Run SAP Industry-leading best
practices Run SAP methodology
for end-to-end solution operations
Consulting, training, and certification available as additional offerings
Consistent standards Lifecycle management Business process
monitoring Custom code
management Remote supportability Diagnostics
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
End-to-EndSolution Operations
SAPs Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk & Cost
SAP Enterprise Support consists of five building blocks.
Mission Critical Operations Support is addressed in block 4.
SAP AG E2E040 1-16
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SAP 2008
With SAP Enterprise Support, all technology is provided to enable remote support within the enterprise with built-in expert support from all technology and application providers.
SAP Enterprise Support reflects continuous innovation and mission critical support to the entire ecosystem.
Root cause analysis within hours
Well defined escalation procedures
Clear and defined handover procedures and automated status updates
Remote Access and Supportability24 X 7 On-Demand Expert Support by the Entire Ecosystem
SAP AG E2E040 1-17
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SAP 2008 SAP 2007 / Page 1
7x24 Support Advisory
Continuous Quality Checks
Service Level
Agreement
Every customer has mission-critical applications along with integration needs
Landscapes become more complex and more integrated
SAP provides mission critical operations support to address this growth in size or complexity
Results are; optimized availability & performance, and reduced problem management efforts
7 x 24Root Cause
Analysis
Mission Critical Operations Support World-Class Maintenance Model for the Entire Landscape
SAP considers a mission-critical application as an application that the customer uses for their critical business processes. If a mission-critical application fails, a customer experiences a very severe impact on business.
SAP AG E2E040 1-18
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
+
Value Prop Enabled by
Delivered via
The offering
Global Support Backbone
Mission-Critical Support Continuous quality
checks Robust SLAs Support advisory 7 x 24 root cause
analysis
Run SAP Industry-leading best
practices Run SAP methodology
for end-to-end solution operations
Consulting, training, and certification available as additional offerings
Consistent standards Lifecycle management Business process
monitoring Custom code
management Remote supportability Diagnostics
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
End-to-EndSolution Operations
SAP Solution Manager, enterprise edition, and the SAP service infrastructureplatform
On demand 7 x 24 support integration
SAP Service Marketplace
The Answer: SAP Enterprise Support Holistic Support Model to Enable Continuous Improvement & Successful Solution Operations at Lower Risk & Cost
SAP Enterprise Support consists of five building blocks.
Global Support Backbone is addressed in block 5.
SAP AG E2E040 1-19
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SAP 2008
Collaboration between Customer, Partner and SAP24 x 7 supply of expertise
The SAP Solution Manager EnterpriseEdition and the SAP service infrastructureas a platform
Delivery platform for proactive services EarlyWatch Alert
Continuous Quality Checks
Smooth integration Incident management Software updates Knowledge databases / communities
Allowing Remote supportability
Integrated lifecycle management
Mission-critical support
Smooth transitions and information flow
Global Support Backbone 24 X 7 On-Demand Support Integration
SAP AG E2E040 1-20
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SAP 2008
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
+
Value Prop Enabled by
Delivered via
The offering
Global Support Backbone
Mission-Critical Support Continuous quality
checks Robust SLAs Support advisory 7 x 24 root cause
analysis
Run SAP Industry-leading best
practices Run SAP methodology
for end-to-end solution operations
Consulting, training, and certification available as additional offerings
Consistent standards Lifecycle management Business process
monitoring Custom code
management Remote supportability Diagnostics
Innovation Continuous improvement Complexity masked
Protection of Investment TCO reduction Risk reduction
End-to-EndSolution Operations
SAP Solution Manager, enterprise edition, and the SAP service infrastructureplatform
On demand 7 x 24 support integration
SAP Service Marketplace
SAP Ecosystem
In collaboration with
SAPs Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk & Cost
SAP AG E2E040 1-21
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SAP 2008
Solution OperationsExperts
Cus
tom
er /
Part
ner
Support ExpertsExpertise on Demand
DevelopersConsultants
Front Office Issue analysis, tracking, and
resolution
Facilitate real-time team-upwith back office
Executive review meetingsISSUES
SOLUTIONS SAP Solution Manager facilitates collaboration between front office and back office
Global Back Office Support for front-office team Provides functional and technical
expertise for resolution
Global organization with 4,000 employees in 40+ countries, backed upby more than 6,000 developers, representing the experience of over 120,000 installations
SAP Ecosystem Risk Reduction Through Timely Issue Analysis and Collaboration
SAP AG E2E040 1-22
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SAP 2008
Easy deployment of SAP Enhancement Packages & SAP Support Packages to keep pace with changing requirements
Skills training & certification across the SAP ecosystem ensure common implementation & operations methodology
Expertise on-demand allows faster response
Efficient change management and quality testing enhance deployment agility
Easy enablement of enterprise SOA and third-party solutions increase flexibility
Risk reduction Industry-leading standards minimize complexity
across SAP & partner environments Comprehensive system integration through
solution lifecycle Zero downtime commitment Cost reduction Built-in provision and standardization of
diagnostic tools, integration testing and business process monitoring reduce downtime
Consistent tools & methodologies across heterogeneous landscapes
Competitive SLAs decrease time to resolution
SAPEnterprise
Support
Accelerated Innovation
Investment Protection
Customer BenefitsInnovation AND Investment Protection
SAP AG E2E040 1-23
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SAP AG 2008 / 1
Introduction: Unit Overview
Lesson 3: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Solution Manager
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SAP 2008 SAP 2008 / Page 1
Application Management Lifecycle SAP Solution Manager: Support Processes In Action
Documentation of solution incl. custom code
Innovation Management
Solution Configuration
Test Management
SAP Technical Operations
Business Process Operations
Incident & Problem Management
IT Reporting
Maintenance of SAP solutions
Improvements of solutions
Upgrade
Business Configuration
Business Continuity
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Deployment of solution updates
Challenge:
IT leaders are still struggling with application management, with real-time operations, end-user expectations, and service level agreements demanding improved application management.
Also, IT organizations spend millions on software development and operation tools over the years. Executives shop for best-of-breed within the budget and the goals of the project. The result is that IT shops are likely to have on hand a bucket-load of lifecycle tools that simply do not fit.
Answer:
The SAP Solution Manager application management and administration solution facilitates support for heterogeneous system environments. Its functions cover all key aspects of implementation, deployment, operation, and continuous improvement of solutions. As a centralized, robust application management and administration solution, SAP Solution Manager combines tools, content, and direct access to SAP to increase the reliability of solutions and lower total cost of ownership. Moreover, SAP Solution Manager serves as the pivotal hub for collaboration in the eco system as it empowers communication between all the stakeholders of a solution, whether they are project teams, SAP partners, consulting or SAP Active Global Support.
The strategy is to implement SAP Solution Manager capabilities so that they support the whole enterprise rather than individual business units. This overall investment is spread across more users, resulting in a better return on its investment, which enables the company to invest even more money in IT because the investment is going to be distributed across many users.
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SAP 2008 SAP 2008 / Page 1
Application Management Processes Requirements & Design Phase
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Documentation of solution incl. custom code Identification and documentation of business processes for SAP solutions including partner components, custom code, and interfaces
Innovation Management Identification of business needs and preparation of realization via collaborative
processes Align new requirements with enhancements delivered by SAP and partners Browse SOA offerings to build innovative applications for new business
processes
Quality Gate ManagementTo provide complete transparency regarding changes and to enable formal transitions from one phase to another via Quality Gates and synchronize changes for all SAP supported development environments (ABAP, Java, .NET, C/C++)
Cross-Phase
Requirements
Design
Key Message:
By nature, application core processes represent the core business functionality that runs the business.
SAP Solution Manager Enterprise Edition provides a new approach to analyze customers systems automatically, providing a full-scale system usage report and customer core business process models in SAP Solution Manager. The results of the analysis help to document the customer solution. This ensures knowledge transfer based on up-to-date process information. It is the foundation for accelerated delivery of support services and a jumpstart for business improvements and upgrade projects by extraction of business processes data. Other functions in SAP Solution Manager, like business process monitoring, can utilize the documentation as well.
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SAP 2008 SAP 2008 / Page 1
Application Management Processes Build & Test and Deploy Phase
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Build & Test
Deploy
Solution Configuration Configuration of project scope Adaptation of standard SAP process documentation to custom solution Definition of unit test requirements
Test Management Definition of integration testing requirements and test scope based on change
impact analysis Development of automatic and manual test cases Management of testers and comprehensive reporting of test progress and results
Deployment of solution updatesSynchronized propagation of technical objects from the development to the production environment across the technology stack
Application Management
Key Message:
Teams become really good when they talk to each other.
SAP Solution Manager capabilities working together.
End-to-End Integration Test management enables control of the Build & Test, and Deployment of changes, with an efficient Integrated Testing process, tracing each test case to an original business requirement or change request.
As a result, customers can isolate the impact of software updates and bring new functionality online faster through shortened testing cycles.
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SAP 2008 SAP 2008 / Page 1
Application Management Processes Operate Phase
SAP Technical OperationsSAP Technical Operations include system and end user experience monitoring and the routine tasks of system administration
Business Process OperationsThere are four basic aspects, which have to considered and covered for an sustainable business process operations concept: Business Process and Interface Monitoring Job Scheduling Management Data Consistency Management Data Volume Management
Incident Management for the entire solution incl. partner Integrated solution-oriented incident management from customer to SAP and Partners via the SAP Support Backbone backed by SLAs
IT Reporting Prove the value of IT to the business, service level agreements are aligned between business and IT
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Operate
Key Message:
Improving visibility and predictability by providing an integrated view of all mission critical processes.
Example: Business Process Monitoring is the proactive and process-oriented monitoring of a companys core business processes. It includes the observation of all technical and application-related functions that are required for a smooth and reliable flow of the core business processes. The goal of Business Process Monitoring is to detect problem situations as early as possible to solve them as fast as possible - before they become critical for the business. Based on the documentation of core business processes, it is possible to provide defined monitoring procedures in SAP Solution Manager , to enable the customers Solution Support Organization, and to respond to and to solve problems more proactively.
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SAP 2008
Application Management Processes Optimize Phase
SAP 2008 / Page 1
UpgradeComprehensive project support for release transitions
Maintenance of SAP SolutionsLife-cycle management of corrective software packages from discovery and retrieval to test scope optimization and optional automatic deployment into the production environment
Improvements of processes, components and solutionsWorkflow-based management of business and technology driven changes with integrated project management and synchronized deployment capabilities
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Optimize
Key Message:
Optimization capabilities provide the means to reach higher levels of business process maturity while meeting corporate governance requirements, by providing enhanced visibility, support, and repeatable procedures for critical business processes.
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SAP 2008 SAP 2008 / Page 1 SAP 2007 / Page 1
SAP Solution Manager Supports Mission -Critical Operations with Work Centers
Business Process
Champions
Program Management
Office
Application Management
Technical Operations
Monitor Change
Request BusinessChange
Implement Change
TestChange
DeployChange
Sign-offChange
Role-based user interfaces simplify the access to E2E Solution Operations processes
Based on SAP Standards Role-based Easy to use and learn Available for SAP Solution Manager 7.0
Work Centers
Key Message:
Comprehensive access to all SAP Solution Manager capabilities .
SAP Solution Manager work centers ensure smoother access to application management functions via a ready-to-use, integrated, efficient user interface.
Work centers provide the openness, visibility, and measurability that is central to successful mission-critical operations.
For example: The integrated content of the work centers allows administrators to detect dependencies and discover potential synergies to optimize processes further within the IT organization, thus reducing the total cost of operations.
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SAP 2008
Introduction: Unit Overview
Lesson 3: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Solution Manager
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SAP 2008 SAP 2008 / Page 1
SAP Solution Manager Enterprise Edition: Manages Increasing Solution Scope and Integration
SAP(R/3, )
Custom Code
Partner Solutions
Other Vendors
SAP(Business Suite, )
Custom Code
Partner Solutions
2000 2010
Other Vendors
SAP Solution Manager Enterprise Edition enables the SAP Enterprise Support commitment at solution level
Custom Code
Other Vendors
SAP (Enterprise SOA
by Evolution and Design)
Enterprise Edition
Partner Solutions
From Application Maintenance to Solution Support
Key Message:
Expanded Support Commitment at the Solution Level including custom code, partner solutions, and other vendors.
A successful solution support process depends on visibility across platforms and processes and the ability to measure results across the entire lifecycle. When application lifecycle management approaches succeed in these areas, they work well.
Essentially, it does not matter whether customers run SAP software alone, or together with products from other vendors or their own homegrown solutions. With the new model, SAP is taking on more responsibility and working to standardize all tools and processes that customers need to manage the change and operate their business-critical applications. SAP is also forming a competence network for SAP and partner software through which SAP can offer third-level support. It is important to SAP that customers IT solutions are stable and support their business in the best possible way.
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SAP 2008 SAP 2008 / Page 1
SAP Solution Manager Enterprise Edition: Second Edition Available
German edition: ISBN 978-3-8362-1324-0 (Mat. No. 50094371 in SRM)English edition: ISBN 978-1-59229-271-4 (Mat. No. 50094372 in SRM)
Completely revised edition SAP Solution Manager in the Context of
SAP Enterprise Support
New Quality Management Concept
Work Centers
Run SAP
Solution Documentation Assistant
Test Management, including Business Process Change Analyzer
Solution Monitoring and Reporting
Incident and Problem Management
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SAP 2008 SAP 2008 / Page 1
SAP Enterprise Support New Book Available
German edition: ISBN 978-3-8362-1399-8 (Mat. No. 50094234 in SRM)English edition: ISBN 978-1-59229-302-5 (Mat. No. 50094237 in SRM)
First book on SAP Enterprise Support What does SAP Enterprise Support actually mean?
What benefits can companies gain from SAP Enterprise Support on a day-to-day basis?
How does SAP help companies to set up a central Customer Center of Expertise and internal quality management for business and IT processes?
Tools, processes, and best practices included in SAP Enterprise Support to implement a harmonized, integrated end to end application life-cycle management
Overview on all offerings for partner solutions, custom code and upgrades
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SAP 2008
Introduction: Unit Summary
You should now be able to: Explain how SAP standards for solution operations can help
customers manage their SAP-centric solutions Explain how SAP Solution Manager supports managing end-
to-end solution operations
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SAP AG E2E040 1-36
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SAP 2008
Managing E2E Solution Operations: Strategy
SAP Standards Overview
Run SAP - Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
Business Process Operations
Root Cause Analysis
Change Control Management
Incident Management
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Strategy
Contents: Risk areas in customer projects SAPs risk mitigation strategy
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Strategy: Unit Objectives
After completing this unit, you will be able to: Explain the challenges during customer engagements
Understand the major risks in customer projects
Describe the SAP Methodology to support customers proactively inall phases of the live cycle of SAP software
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Strategy: Unit Overview
Strategy
Lesson 1: Typical Risks
Lesson 2: How SAP Can Help
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SAP engagement comes too late to prevent problems!
????
Normal Escalation Process
SAP projects start with a vision and a plan for implementing the project.
During the projects, more and more risks, questions, and concerns come up.
If these topics and issues remain unchanged, the project may run into trouble or escalations.
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SAP engagement should be able to pre-empt risks earlier!
Escalations in SAP Implementation Projects
The normal escalation phases are shortly before and shortly after the go-live date.
This is usually too late to bring in the SAP experience to mitigate risks.
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SolutionFeasibility
Program/ProjectManagement
Readiness
Architecture andIT Strategy
Functional/IntegrationReadiness
ChangeManagement
Readiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
Risk Areas in Implementation Projects
During a risk assessment, 90 SAP customer projects have been taken into account, and 8 risk areas have been defined by the SAP global risk management group.
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9%
7%
19%
37%
7%
7%
8%6%
Solution Feasibility
Project Management
Architecture and IT Strategy
Functional / Integration Readiness
Change Management
Technical Readiness
Operations Readiness
Support Readiness
533 Risks in SAP Implementation Projects Identified
The risk assessment has taken 90 SAP customer projects into account.
This slide shows the risk percentage in the areas. Interestingly, most issues belong to the concept phase of the project. The conclusion is that a specialist must be involved in this phase to mitigate risks.
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SAP 2008
SAP is Aware of Customer Pain Points 1/2Customer Pain Points in Application Management
Transparency on Processes & Apps Identification of core business processes Central documentation of processes, custom code, partner
applications, system landscape
Integration Testing Test in heterogeneous environments Change Impact Analysis Test Data Management, Test Automation
Innovation Management Requirements management Innovation discovery Innovation w/o disruption Project management
Integration Validation Data inconsistencies in complex system landscapes Performance bottlenecks
Software logistics Synchronized transport of ABAP, Java, .NET and C components Complex and opaque transport situation
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Challenge:
Development and support of large and complex software applications can be a nightmare for companies of any size, with budget overruns and delivery delays.
Also, as potential outsourcing's risks grow ever greater, the need for control by in-depth monitoring of disruptions and deviations is critical. If corporate data, intellectual property, and business processes are to remain stable, transparency in real time becomes a necessity. The stability of a company's outsourcing practice depends on it.
Answer:
Application Lifecycle Management utilizes the capabilities of SAP Solution Manager to address risks appropriately.
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SAP 2008
SAP is Aware of customer Pain Points 2/2 Customer Pain Points in Application Management
Problem analysis in complex & various technology stacks Root-cause analysis across technology stack
from front-end down to database / OS level
Incident Management Missing support for mission-critical processes Exchange of required technical information Involvement of partners in problem resolution
Change Management Missing governance, project management
and integration between requirements management and software logistics
Solution Updates Missing guidance for upgrade projects Handling of custom code during upgrade Consistent SAP updates Zero downtime during upgrades
Monitoring & System Administration Decentralized monitoring, alerting, and service level reporting Central system administration & job scheduling Data volume management
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Application Lifecycle Management utilizes the capabilities of SAP Solution Manager to address risks appropriately.
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There is a need for a proven methodology for operational changes
Risk for Operational Projects - Categorized
Clear Targets Good Planning Controlling Organizational ReadinessBalanced Skill
Set
Poorly defined budget
No controlled milestones
Lack of resource continuity
Low quality of estimates
Lack of management
attention
Lack of coordination with
other activities
Stakeholder differences
Unclear or nonspecific objectives
Operational guidelines not
part of development
No planned skill development
No operational requirements
collectedNo organizational
development
Missing long term planning
No prepared processes
Lack of ownership
Daily operations in parallel
Operational changes also need to be planned and implemented - either separately or in parallel to an implementation/upgrade project.
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Strategy: Unit Overview
Strategy
Lesson 1: Typical Risks
Lesson 2: How SAP Can Help
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SAP 2008
Description AcceleratedSAP methodology is a proven, repeatable, and successful approach
to implementing SAP solutions across industries and customer environments. AcceleratedSAP provides content, tools, and expertise from thousands of
successful implementations.More infohttp://service.sap.com/asap
AcceleratedSAP (ASAP) Methodology Mitigates Risks in Implementation Projects
Leverage SAP imple
mentation experien
ce
Why use a methodological approach to Implementation? Investing in a new business solution can bring major benefits to an organization. The success or failure of a new solution depends on how well it is implemented. A recent survey of software implementations showed that over 30% of projects perceived to have
failed did so because of a lack of effective project planning. On the other hand, less than 10% of projects perceived to have failed did so because of technology-
driven causes. AcceleratedSAP is the SAP Methodology for the implementation (Initial, Upgrade, Extension) of
SAP Solutions and supports cost effective and speedy implementation of the SAP Solutions. It has the following constituent parts: y AcceleratedSAP (Methodology) Content:
The structured methodology content (processes, procedures, accelerators checklists, links to Standard SAP Documentation, and so on necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.
y AcceleratedSAP (Methodology) Toolset: The tools necessary for the implementation (initial, upgrade, extension, template, and so on ) of SAP Solutions.
y AcceleratedSAP (Methodology) Roadmaps: The guidance and navigation necessary for the implementation (initial, upgrade, extension) of SAP Solutions.
y AcceleratedSAP (Methodology) Expertise: SAP knows SAP best and, based on its vast experience, it provides this knowledge in a concentrated form to its customers and partners through AcceleratedSAP.
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How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs?
How can I standardize and improve the operational excellence within my IT organization?
IT solutions are increasingly complex. IT solutions must adjusted more quickly to business needs. The operation of IT solutions is mission-critical for the business. The business requires flexible IT operations at reasonable costs.
Run SAP Methodology mitigates Risks for Operational IT Challenges
User
RFID Devices Rendering OfficePortal
SAP Portal Duet.net
World
APOBWSRMSEM
APO
SRM
SEMR/3 ERP
Analytics
ESAExternal A
pplications
The main questions customers are asking SAP.
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SAP 2008
Run SAP facilitates the implementation of E2E Solution Operations
Run SAP is ASAP for OperationsIt provides best practices, content, services, training and tools for E2E Solution Operations.
Implement E2E Solution Operations with Run SAP
SAP Standards for Solution Operations
Define central E2E operations tasks
RoadmapAccelerate the
implementation of E2E operations
Trainings &Certification
Provide up-to-date skills for the ecosystem
ServicesEngage SAP to implement E2E operations
SAP Solution ManagerProvides all tools for E2E operations
Run SAP
By leveraging the Run SAP methodology, with its standards and best practices, you will benefit from the experience of SAP.
This helps to avoid errors, mitigate risks, increase the availability and performance of the SAP solution, smooth and accelerate the process flow, enables automation and, therefore, reduces the cost of operations.
By implementing E2E Solution Operations with Run SAP and SAP Standards, SAP guarantees Business Process Availability, Business Process Performance, Data consistency and transparency, as well as maintainability and upgradeability.
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SAP 2008
Comparing ASAP with Run SAP 1/2
z Run SAP has a similar approach to ASAP
Run SAP
ASAP
ASAP and Run SAP have a very similar structure.
The ASAP Goal: Run implementation projects successfully
The Run SAP Goal: Establish E2E Solution Operations to run SAP mission-critical solutions successfully
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SAP 2008
Comparing ASAP with Run SAP 2/2
Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects.
Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with a focus on application management, business process operations, and NetWeaver administration.
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Successful Operational Changes
Run SAP is the recommended methodology for Operations projects.
Clear Targets Good Planning Controlling Organizational ReadinessBalanced Skill
Set
ProcessProject managementMethodology
Manage every significant operational change as a project.Align every operational project to a clear process.
Use a proven methodology in this process.
Follow the Run SAP methodology to implement operational changes
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Advantages of Using Project Management to Implement Operational Changes
Management attention Stakeholders from business and IT Project manager Periodic reporting procedures Clearly defined escalation path
Need for organizational change Identification of technical prerequisites Change control management
Clearly defined budget Project plan and work breakdown
structure Structured timeline Milestones
Requirements management Scope management Agreement of project volume
Plan and Schedule Responsibility
Targets EnvironmentProject management
Project management methodology ensures changes are measurable and approved by all relevant stakeholders
Project management methodology ensures changes are measurable and approved by all relevant stakeholders.
A project structure for operational changes makes it more likely that the changes meet given requirements.
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Application Life Cycle Management Provides Ways Out of the Dilemma
Documentation of the Solution Central documentation of processes, system
landscape, custom code, partner applications,
Test Management Change impact analysis End-to-end test management
Innovation Management & Solution Configuration Discover and realize enhanced
business functionality Avoid disruption of business
Deployment of Solution Updates Integrated quality management Synchronized transports of
various componentsBusiness Process Operations Ensure business continuity Provide Business KPIs Incidents & Problem Management
Integrated service desk Involvement of partners in problem resolution Provide root-cause analysis for complex
landscapes with diverse technology stacks
Improvements of Solutions Controlled and documented adjustment of
business processes incl. approval process
Maintenance & Upgrades Comprehensive project support
for release transitions Management of corrective software
packages
Technical Operations & IT Reporting Central administration, monitoring,
and reporting
Application Lifecycle Management provides processes to optimize business continuity and agility
Business Process Benchmarking Compare your business processes
with peers
Portfolio Management Maximize the value and strategic
alignment of your portfolio
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Costumers should implement the SAP Standards along the Application Lifecycle Management utilizing SAP Solution Manager capabilities to address.
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Holistic Risk Mitigation Makes Your Projects a Success
Holistic risk mitigation and close collaboration during all project phases Reduction and mitigation of risks with the proven methodology for
implementation/upgrade projects and the operational perspective
Implementing the SAP methodology during the implementation/upgrade projects and for the operational change gives you a higher chance for thunder and lightning in the project phases, but you should see the sun when you are going live.
SAP AG E2E040 2-21
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Strategy: Unit Summary
You should now be able to: Explain the challenges during customer engagements and describe
the SAP Methodology to support customers proactively in all phases of the live cycle of SAP software
SAP AG E2E040 2-22
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Appendix - Clustered Top 10 Risks
APPE
ND
IX
For your reference:
Clustered Top 10 Risks out of 533 risk in total
SAP AG E2E040 2-23
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1. Customized code instead of standard shipped content2. Missing functions due to local customization3. Missing/poor documentation of business process4. Rebuild or copy of systems5. Requirement and solutions built do not match6. Consultancy services are not SAP product savvy7. Development unaligned with true requirements8. Ongoing development in project9. High volume of interfaces & its complexity10. Blueprint doesnt cover all business requirements
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
1. Risk Assessment - Solution Feasibility
SAP AG E2E040 2-24
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1. Business concepts not fully mapped2. Poor project planning3. Critical path not visible4. Unclear responsibilities and ownership5. Moving targets within project lifecycle6. Request and solution mismatch7. No control procedure/process8. Project phases not aligned with deliverables (unstructured) 9. Project team has limited experience with large project scope/scale10. Inefficient reporting hierarchy (stakeholders not kept in the loop)
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
2. Risk Assessment - Program / Project Management Readiness
SAP AG E2E040 2-25
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1. Multiple system landscapes supported by many complex interfaces2. Large SAP system landscape3. Cross functional process impact unknown4. Missing documentation of legacy system5. Undefined software change management strategy6. Hardware not sized accordingly7. Integration with non SAP products unclear8. Missing transport migration concept9. No cutover strategy for existing systems10. Missing release strategy
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
3. Risk Assessment - Architecture and IT Strategy
SAP AG E2E040 2-26
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1. No integration test planning2. Poor/missing test data3. Business blueprint and solution are not aligned4. Business requirements are not taken into consideration5. Functional tests have not been executed6. Inconsistent testing approach7. Data volume stress testing concept not incorporated8. Job management scheduling control unknown9. Batch job support was not integrated10. Insufficient training for key users
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
4. Risk Assessment - Functional / Integration Readiness
SAP AG E2E040 2-27
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1. Little/No engagement of stakeholders2. Ineffective training for key users3. Ineffective training for end users4. Process adoption from AS-IS state; no optimization/improvement5. Organizational changes are not synergized/aligned within the project6. Change Management process not established7. Scarce business involvement8. Large number of end users had to be trained (>9000) 9. Little project experience to train a large group10. New processes are not adopted within the organization
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
5. Risk Assessment - Change Management Readiness
SAP AG E2E040 2-28
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1. Performance optimization not utilized2. Data conversion runtime3. High additional maintenance after data conversion4. No authorization concept5. Transport path to production not setup correctly6. Possible inconsistencies between Q and P systems7. Unforeseen data growth volume8. Cut-Over Plan not exhaustive9. Job preparation not well executed10. Job scope was underestimated and poorly tested
6. Risk Assessment - Technical Readiness
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
SAP AG E2E040 2-29
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7. Risk Assessment - Operation Readiness
1. No Fall-back strategy2. Modification/ customer own program development led to performance problems3. Volume test confirmed without the full data amount4. No backup concept5. No concept for archiving6. Hardware-sizing was not adopted to change requests7. No planning for performance tests8. Critical batch jobs were not assigned9. Monitoring process for critical processes was not established10. SAP GUI rollout was not in time
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
SAP AG E2E040 2-30
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1. No CCC established for support2. Missing Support structure (> 1000 end-users) 3. Hotlines are always busy4. Message support not responded within SLA5. No clear ownership of support issue6. Not enough support for system administration tasks7. CCC employees not well trained8. Ambiguous error description9. CCC cannot provide a global Support structure (7x24)10. SAP Notes not applied
8. Risk Assessment - Support Readiness
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
SAP AG E2E040 2-31
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SAP AG E2E040 2-32
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SAP 2008
Managing E2E Solution Operations: Run SAP
SAP Standards Overview
Run SAP - Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
Business Process Operations
Root Cause Analysis
Change Control Management
Incident Management
SAP AG E2E040 3-1
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SAP 2008 / Page 1
Contents: Run SAP: The methodology to implement E2E Solution
Operations
Run SAP
SAP AG E2E040 3-2
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SAP 2008 / Page 1
Run SAP: Unit Objectives
After completing this unit, you will be able to: Explain the structure of the Run SAP methodology Explain the phases of a Run SAP project Implement E2E Solution Operations using the Run SAP methodology
SAP AG E2E040 3-3
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SAP 2008 / Page 1
Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
SAP AG E2E040 3-4
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SAP 2008
Run SAP Methodology - Overview
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Technical Requirements and
Architecture
Project Setup
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
TechnicalInfrastructure
Design
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Custom Code Operations Implementation Custom Code Operations
Operational Enablement
Transition Management
Transition into Production
Sign-Off
End User SupportConcept
SAP Technical OperationsConcept
ChangeManagement
Concept
SAP Application Management
Concept
Business Process OperationsConcept
Custom Code Operations Concept
SAP AG E2E040 3-5
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SAP 2008
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Technical Requirements and
Architecture
Project Setup
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
TechnicalInfrastructure
Design
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Custom Code Operations Implementation Custom Code Operations
Operational Enablement
Transition Management
Transition into Production
Sign-Off
End User SupportConcept
SAP Technical OperationsConcept
ChangeManagement
Concept
SAP Application Management
Concept
Business Process OperationsConcept
Custom Code Operations Concept
SAP 2008 / Page 1
Run SAP Methodology
Run SAPPhases
Run SAP Implementation
Run SAP Assessment and Scoping
SAP AG E2E040 3-6
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Run SAP Methodology - What's new in V3?Standards Overview
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Technical Requirements and
Architecture
Project Setup
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
TechnicalInfrastructure
Design
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Custom Code Operations Implementation Custom Code Operations
Operational Enablement
Transition Management
Transition into Production
Sign-Off
Incident Management
Change Control Management Test Management Upgrade
Solution Documentation Remote Supportability Root Cause Analysis SOA Readiness
Business Process & Interface Monitoring and Exception Handling Data Volume Management Job Scheduling Management Transactional Consistency & Data Integrity
(New) Custom Code Management
System Administration System Monitoring Security
End User SupportConcept
SAP Technical OperationsConcept
ChangeManagement
Concept
SAP Application Management
Concept
Business Process OperationsConcept
Custom Code Operations Concept
SAP AG E2E040 3-7
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SAP 2008 / Page 1
Run SAP Roadmap Delivery
Roadmap ContentWork packages and Topics to each Phase with Description
SAP Best Practices and Implementation methodologies
Service Offerings SAP Active Global Support SAP Consulting
TemplatesAcceleratorsUseful Links
Project Phases
Run SAP is delivered as a Roadmap With SAP Solution Manager Content component ST-ICO
150_700 SP14 Via Service Marketplace
http://service.sap.com/runsap
SAP AG E2E040 3-8
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SAP 2008 / Page 1
Explaining the Roadmap Structure
Project phases
Work packages and topics for each phase
Description of the selected work package or topic
Relevant accelerators, links, services, and best practices
SAP AG E2E040 3-9
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SAP 2008 / Page 1
Demo
DEM
O
Go to the http://service.sap.com/runsap
Show the current Run SAP Roadmap in the Service Marketplace
Go to TT4 an login
Use transaction /nRMMAIN to show the Run SAP Roadmap in Solution Manager
SAP AG E2E040 3-10
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SAP 2008
ITIL and the Run SAP Methodology What Are ITIL and the Run SAP Methodology?
The Information Technology Infrastructure Library (ITIL) is a recognized good practices framework for IT service management
Run SAP is a methodology for project-based implementation of a standardized, optimized, and end-to-end (E2E) SAP-centric application operations.
What?
What?ITIL V3 details generic guidelines for IT standards that represent good practices.
Run SAP is a methodology designed to evaluate, plan, and implement best practices for selected SAP support processes.
Run SAP fits perfectly to ITIL because Run SAP is an implementation methodology designed to evaluate, plan, and implement best practices for selected SAP support processes.
SAP AG E2E040 3-11
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SAP 2008 / Page 1
Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
SAP AG E2E040 3-12
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SAP 2008 SAP 2008 / Page 1
Run SAP Phases Overview
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Technical Requirements and
Architecture
Project Setup
End User Support
SAP Te