how sap enterprise support can help to optimize the it ... sap enterprise support can help to...

How SAP Enterprise Support can help to optimize the ITLandscape and Business ProcessesThomas Hering, Maintenance Go-To-Market Solution ManagementLausanne, September 3rd 2014

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2

• IT Budgets are shrinkingOpitimizing of IT operations required

• Less bandwith to support businessoperations with innovationsBudgets often limited to ensureoperations

• BUT:Inceasing demand fromLines of BusinessNew requirements and processesare expected to be operational

Challenges of a CIOEnabler of innovations with limited budget?

Operations(Tactical IT)

Innovations(Strategic IT)

Time

€


SAP Enterprise Support supports CIOs:

• continuous improvement ofbusiness

• Minimizing of operational risks

• Faster and leaner adoption ofinnovations

• Optimizing the IT TCO

Faster realization of added valuefrom your IT investments by leaneradoption of innovations

How SAP Support Services can helpOptimize operations and implement innovations faster

Operations(Tactical IT)

Innovations(Strategic IT)

Time

€


Benefits for Lines of Business AND ITCustomes use SAP Support throughout the entire lifecycle

Improvements for Lines of Business and IT,by limiting the risks

Avoid IT operations to impact businessprocesses

Optimizing the IT operational costs throughoutthe entire lifecycle

(Innovations, Implementation, Operations)

continuous improvement of business processes

Faster and leaner implementation of innovations

1

2

4

3Automation

Empowerment

Collaboration


SAP Enterprise SupportEnterprise Support provides a collaborative interaction model

Pas

tS

tand

ard

OSS

ReactiveProblem drivenSelectiveLittle Knowledge about solution

Message

Experts

Knowledge

CustomerSAP

SAP Service Marketplace

ProactiveContinuous

ComprehensiveDetailed knowledge

MessageSAP Solution Manager

Transparent & well-documented solution

Knowledge MonitorSolution

Knowledge

CUSTOMERSAP

Ent

erpr

ise

Experts

Collaboration

SAP Experts, Tools & Services support our customers proactively throughout the entire lifecycle


Example: Analysis of customer messagesIdentified potential to optimize system operations and trainings

41% are rated as “How-to-Consulting” and “Usability”, topicswhich could be addressed by appropriate trainings.

19% named as „Product complexity“ and „databaseinconsistency“. Could be reduced by SAP Continuous QualityChecks services like „CQC for Data Volume Management“ orapplication-specific offerings

9% are „Known bugs“, which could be reduced by proactiveMonitoring & Optimization with the Solution Manager.

9%

23%

9%3%27%

10%

3%3%

13%

Message categoryKnown Bugs

New Bugs

Database Inconsistency

Missing function

How-to-consulting

Product complexity

SAP deliveredcustomizingSAP documentation

Usability

243 Messages in 2013

146

174

22

Priority

Very high

High

Medium

Low

19% of messages are rated as „High“ or „Very High“ and require afast processing

0

5

10

15

20

25

30

Jan13

Feb13

Mrz13

Apr13

Mai13

Jun13

Jul 13 Aug13

Sep13

Okt13

Nov13

Dez13

Overview

Anzahl Meldungen

Some potential to improve situation by optimization,proactive monitoring and trainings



Improvements for Lines of Business and IT




Continuous improvement of business processes


1

2

4

3Automation

Empowerment

Collaboration


Advanced Security RegulationsDriving Customer Concerns – Challenges

Elec

tron

icea

vesd

ropp

ing Industrial espionage

Data protection& data secrecy

Hack attacks

Iden

tity

frau

d

Faci

lity

cont

rol


Typical security-sensitive industriesNational defense and security organizationsPublic sector authoritiesAerospace and defense companiesBanking and insurance companiesHigh-tech companies

Special advanced security editionThe advanced security edition of SAP EnterpriseSupport helps small and midsize organizationsmeet complex security regulations and data-privacy requirements.It remotely delivers individual services that involvesystem or data access – via the SAP Active GlobalSupport (SAP AGS) organization.These services help you to maximize the stability,availability, and performance of your entire solutionlandscape – for SAP and non-SAP software.

SAP Enterprise Support, Advanced Security EditionAnswering Customer Requirements

SUPPORTED INSTALLATIONS

SEC

UR

ITY

SCO

PE

SAP MaxAttentionSAP ActiveEmbedded

SAP EnterpriseSupport,

Advanced Security Edition

AdvancedSecure

SupportServices

AdvancedSecure

SupportServices


Advanced Secure SupportService Packaging

Advanced secure support services coredeliverables:

SAP advanced secure connectionFoundation, basic, and advanced packages

SAP secure remote accessBasic and advanced packages

SAP security-cleared personnel accessAdvanced package

SAP secure room infrastructure(for provisioning of SAP secure remote access)

Advanced package

Advanced package7 Elements

Option II *+ 1 Element

Option I *+ 1 Element

Basic package5 Elements

Foundation3 Elements

* : Optional service available as add-on to advanced package.


Advanced Secure SupportPackages Overview

Service ElementsFoundation Package

BasicPackage Advanced Package

Including Foundation Including Foundation

based on SAP Enterprise Support or SAP MaxAttention

SAP secure setup service

SAP secure support customer interaction

Advanced secure connection

SAP secure incident message(including customer controlled exceptions)

SAP secure remote service *(including customer controlled exceptions)

SAP security-cleared personnel access(including customer controlled exceptions)

SAP secure remote access (leveraging secure room)

Option I: Classified message processing **

Option II: Exclusive secure room **

*: Service elements might impact scope of SAP Enterprise Support**: Optional service only available as add-on to advanced package



Improvements for Lines of Business and IT






1

2

4

3Automation

Empowerment

Collaboration


SAP Enterprise Support: Business Process AnalysisMonitoring and Optimization of business processes

When to apply:Response Times and Processing do not match with expectations from Lines of Business – sometimes evenafter costly hardware upgrade. SAP Business Process Performance Optimization could provide a solution.

ProcedureA SAP Service Engineer analysis during CQC service session performance-sensitive process steps andprovides recommendation how to optimize them technically.

Result: Business Process Performance Optimization helps to,• Optimize Response and Processing Times:

Acceleration of business processes to match internal and external expectations.

• Improve Productivity: Increase of processing of ineffective processes.

• Optimize Hardware ressources: Reduction of workload so that higher data volume could be processed.


Improvement of business processes (1/2)Example: Analysis of “Order to Cash”, “Finance” & “Interface Management”

The results* for „Order to Cash“ ,”Finance” & “Interface Management” show a significant potential to optimize financialliquidity, interest burden, and process costs.

Process Findings / KPI Business Risk Cost Driver

Finance

Open & overdue customeraccounts receivable (FI-AR)

48.264 open customer items in Accounts Receivable in thecurrent fiscal year were found, where the due date for thepayment is overdue by more than 30 days. Including theprevious 2 fiscal years, 93,653 open customer items in AccountsReceivable were found.

This key figure represents the number of open customers items (e.g. openinvoices) which were not yet settled in FI. This may result in delayed oreven lost revenue. Additionally, the high number of open items maydecrease the performance of FI transactions such as payment runs anddunning runs.

interest rate, daysof delay, averageamount of a invoice,handling costs

Order to Cash

Orders with Delayed Delivery127,873 sales orders have a planned goods issue date in thepast and no or only a partial delivery has taken place yet. Ofthese, 24.980 are less than six months old.

This key figure represents real sales backlog where the expected deliverydate was not met and lies in the past and the order is not completelydelivered. This is lost revenue and might lead to poor customersatisfaction.

average amount ofan order; interestrate; days of delay

Deliveries overdue for Billing77.549 outbound deliveries were found where a goods issueposting took place but no invoice was created although thebilling date lies already in the past. Of these, 33.125 are lessthan six months old.

This key figure represents the number of open outbound deliveries wherethe goods issue was posted but the invoice was not created yet. This willlead to a delay for the incoming payment from the customer. Also yourfinancial balance might not reflect all business activities accurately atperiod end closing.

average amount ofan order; interestrate; days of delay;manual handlingcosts

Overdue Payments(Sales invoices with open &overdue FI-AR items)

44.755 sales invoices were found that where correspondingopen FI-AR items exist and where the due date lies already inthe past. Of these, 33.270 were in the last six months

Business Risk: This key figure represents the number of open & overdueFI-AR items that are related to sales invoices. This can represent delayedor even lost revenue.

average amount ofan invoice; interestrate; days of delay;manual handlingcosts

Interface Management

IDocs failed with errorin week Nov 4-10:6.080 (~17%) of all outbound IDocs have failed with error6.777 (~7%) of all inbound IDocs have failed with error. Of these,5.167 are purchase orders

Purchases not processes, therefore possibly wrong stock and lowercapability to deliverOrders not processed; additional operational costs for manualreprocessing

additionaloperational costs

*Management summary from the CQC „Business Process Analysis“ for system PRD, November 2013


Improvement of business processes (2/2)Overview calculation of improvements resulting from CQC Business Process Analysis

Potential:

Influence on financial liquidity961 kEUR – 1.611 kEUR, and

Reduction of IT-costs26 kEUR – 51 kEUR

Next Steps:

Root cause analysis(with SAP Experts)

Implement recommendations(e.g. with trainings, improvingbusiness processes)

Permanent monitoring ofbusiness processesusing the SAP Solution Manager

Process Cost Driver Unit count Unit value @risk (min)

Unit value @risk (max)

Value @ risk(min)

Value @ risk(max)

Finance 48.264 € 241.320 €

Open & overdue customeraccounts receivable (FI-AR)

interest rate, daysof delay, averageamount of a invoice,handling costs

48.264 1,00 € 5,00 € 48.264 € 241.320 €

Order to Cash 913.750 € 1.370.625 €

Orders with Delayed Delivery


24.980 10,00 € 15,00 € 249.800 € 374.700 €

Deliveries overdue for Billing


33.125 10,00 € 15,00 € € 331.250 € 496.875

Overdue Payments(Sales invoices with open &overdue FI-AR items)


33.270 10,00 € 15,00 € 332.700 € 499.050 €

Interface Management 25.714 € 51.428 €

IDocs failed with error additionaloperational costs 12.857 2,00 € 4,00 € 25.714 € 51.428 €

Total 987.728 € 1.470.317 €

Assumptions for calculations:• “Finance”: average value: 1 € (min) - 5€ (max); delayed for 30 days, 4% interest• “Order to Cash”: average value: 10€ (min) - 15€ (max); delayed for 30 days; 4% interest• Not considered: Cost for manual adoption









1

2

4

3Automation

Empowerment

Collaboration


Access to SAP Business Suite 7 InnovationsA easy way to identify new functionality

SAP RoadmapsHow is the long-term Roadmap forSAP Business Suite?

Innovation DiscoverySAP offers a new self-service providing customers withinnovations tailored to their business as well as comprehensivebusiness and technical information.

Looking for a central access to informations?

http://service.sap.com/findinnovation

Improvement FinderWhich functions and functional enhancements are delivered withSAP notes and Support Packages?



Eliminate obstacles during implementation of innovations

Typical ObstaclesCosts for implementations are higher than costsfor licencesLong project durationHigh number of custom code, instead of usingSAP functionality and Best PracticesHigh cost for operations (TCO)

Customer RequirementsImplement innovations more cost-effective

Reduce efforts for implementions, e.g avoidunnecessary custom developments & reducetestting efforts

Optimization and Automatization of landscapeoperations and maintenance allows more focuson business-critical innovations.

.1:8 Licence costs vs.Implementationcosts*

*) Estimation based of market research

Enterprise Support &

InnovationControlCenter

SAP‘s answer tothese requirements









1

2

4

3Automation

Empowerment

Collaboration


Custom Code ManagementReduce Risks and Costs in Development and Operations

65% of Custom Code Objects arenot used during last 4 weeks

12% of Custom Code Objects areidentical or very similar

(Clone)

60% of all objects includeCode Inspection Messages

20% of the system ressources are usedfor Custom Code

How SAP supportsExisting Custom Coding will be analysed for performance optimization and necessity. SAP Enterprise Support offers theCustom Code Management (CCM) and the CCM Cockpit.

The need to develop new Custom Code will be checked. The development of new Custom Code could be avoided if SAPStandard Objects are available.SAP with Modification Justification Checks (MJC) and Accelerated Innovation Enablement (AIE) offerings.

SituationGenerally there is unused Custom Code with a substandard performance.


Data Volume ManagementCost Reduction and Performance-Improvements

20%improved response time ofDB

20%reduction of DB size anddata growth rate.

Reduce theoperational costs

How SAP supportsExisting data will be checked for reduction potential. Focus is on identifying redundant data, deletion andarchieving of data.SAP helps with Data Volume Management (DVM) and the DVM Cockpit.

Future data growth will be limited proactively by the new Data Volume Strategy and Monitoring, Performancewill be optimized. Demand for new Hardware will be reduced or at least postponed.

SituationOn average customers can reduce the size of their database and growth of data by 20%.


SAP Enterprise Support Services* – exampleExamples for Continuous Quality Checks (CQCs) & Improvement Services

BuildIntegration and Going Live

Running Operations &continuous Optimization and Upgrades2 3

Implemention Project

CQC for Implementation

CQC Going Live Support

CQC Integration Validation

CQC Configuration Check

Modification Justification Check

Custom Code MaintainabilityCheck

CQC Upgrade Assessment

CQC EHP InstallationCheck

CQC for Upgrade

CQC Downtime Assessment

CQC Going Live Support

PlanEvaluation – Solution Design

RunPost Going Live Support

Upgrade

CQC Business ProcessPerformance Optimization

CQC Technical PerformanceOptimization

CQC Data Volume Management

CQC Security Optimization Check

CQC EarlyWatch Check

CQC Business Process Analysis& Monitoring

CQC Solution TransitionAssessment

CQC OS/DB Migration

CQC Transport ExecutionAnalysis

Accelerated InnovationEnablement

Business ScenarioRecommendations

Implement Better Operate Better Innovate Better

* Part of Enterprise Support


Realize the value with SAP Enterprise SupportRoadmap for Business Suite Innovation under your Enterprise Support Agreement

Technical protectionMitigation of risk and efforts

EvaluatingBusinessFunctions

Find Innovations

Preparation &Blueprint

EhPSandbox

DevelopmentInstance

EhP

QualityAssuranceInstance

EhP

4 weeksbefore Go

LiveGoLive 4 weeks

after Go Live

SAP CQCDowntime AssessmentTo be done after testupgrade of a system withsimilar amount of dataas the production system

CQC Downtime Assessment

CQC for UpgradeAnalysis

CQC for UpgradeVerification

SAP CQCUpgrade VerificationPerformed 4 weeks afterGo Live

SAP CQCUpgrade AnalysisPerformed 4 weeks before Go Live

CQC EhP Installation Check

SAP CQC EhPInstallation CheckTo be done beforeupgrade of DEV system

CQC GoingLive Support

SAP CQC Going Live SupportPerformed from day 1 until day 5after Go Live

Innovation Finder

Innovation FinderTo be used before your project tohelp you understand SAP NewInnovation for your pressingbusiness needs

SAP Standard Support

SAP AcceleratedInnovation EnablementEvaluate innovations incooperation with SAP Experts

SAP Accelerated InnovationEnablement (SAP Enterprise

Support Academy)

SAP Enterprise Support


SAP Solution Manager*12 Work Center support you during the entire ALM lifecycle

Landscape Transformation

Upgrade Management

Custom Code Management

Maintenance Management

Business Process Operations

Technical Operations

Solution Documentation

Solution Implementation

Template Management

Test Management

Change Control Management

IT Service Management

SAP Solution Manager focuses on complete IT-landscape:Including all Processes, Tools, Services and Best Practices to run SAP and Non-SAP solutions duringcomplete application lifecycle.

SAPSolutionManager

* To the full extent only available as part of Enterprise Support or Premium Engagement


SAP Enterprise Support AcademyComplete overview

BestPractices

library full ofproduct-,

database- andoperating system-

specific how-toguides for your

everydaybusiness

Access

Meet theExpert

Sessions

live webinarsconducted by

SAP experts onSAP Enterprise

Support servicesand SAP Solution

Manager

Access

AcceleratedInnovation

Enablement

live expertsessions toevaluate theinnovation

capabilities ofenhancement

packages for SAPBusiness Suite

Access

Expert-Guided

Implementations

remote sessionsby experienced

SAP serviceexperts providingworkshop style

interaction

Access

GuidedSelf-Services

which you can runany time and at

your own pace inyour own system

landscape

Access

SAP EnterpriseSupport Academy

Quick-IQs

Access

Tutorial onhow to make orchange system

settings byproviding the

related systemrecording

Access role-based content in the format that suits you best

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000742028&_SCENARIO=01100035870000000202

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741795&_SCENARIO=01100035870000000202&

http://service.sap.com/aie

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741794&_SCENARIO=01100035870000000202&

http://service.sap.com/gss

http://service.sap.com/ESAcademy

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000749010&_SCENARIO=01100035870000000202

http://www.service.sap.com/~form/sapnet?_SHORTKEY=01100035870000741792&_SCENARIO=01100035870000000202&


Lifecycle-Support with SAP Active Global SupportCooperation for Success, Innovation & Growth

Inte

nsity

ofco

oper

atio

n

New

Tech

nolo

giesSAP ActiveEmbedded

Enhanced Support-Partnership for optimized operations and implementation ofinnovative technologies

SAP MaxAttentionStrategic Support-Partnership for continuous business process optimization and

cooperative innovation

SAP Enterprise SupportThe foundation for Implemention, Operations and Innovations

Implementation Operations Innovations

New

tech

nolo

gy&

Coi

nnov

atio

n

SAP Standard Support

Thank You!

Dr. Thomas HeringBusiness Support Principal

SAP AGMaintenance Go-To-MarketSolution Management

Mobile +49/171/3085617E-Mail [email protected]

mailto:[email protected]


Access to SAP Business Suite 7 InnovationsA easy way to identify new functionality: Innovation Discovery




Access to SAP Business Suite 7 InnovationsA easy way to identify new functionality: Improvement Finder




Access to SAP Business Suite 7 InnovationsA easy way to identify new functionality: SAP Roadmaps




Advanced Secure SupportFrom Demand to Operation

Run

Build

Plan

Analyze

Evaluate

CUSTOMER

Initial offering information.

Analysis of customerspecific security and data

privacy requirements.

Specification of customersolution.

Operation readinessworkshop, joint

specification review,operations manual, test

and implementation.

Solution go-live andoperation.

CONTRACT SIGNATURE

SECURE ADVISORSALES SECURE ENGAGEMENT ARCHITECT


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