itil at companies with sap itsmf atlanta 2009

ATUL PATANKAR[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2000

LINDA WILSON[ASUG INSTALLATION MEMBER

MEMBER SINCE: 1999

JUERGEN LINDNER[SAP POINT OF CONTACT

MEMBER SINCE: 1998

[

]ITIL at Companies with SAP

[July 29, 2009

[email protected]

[

Real Experience. Real Advantage.2

What We’ll Cover …

Overview of SAP Customers

Implementing SAP

SAP and ITIL

Additional Case Studies and Discussion

Wrap-up

[

Real Experience. Real Advantage.

Who Uses SAP in Georgia?

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Diversity in Organizations that Use SAP

Fortune 500 Companies – Coca-Cola, Coca-Cola

Enterprises, Delta Airlines

Private corporations – Georgia Pacific

Small to medium size companies – Cryolife, Mohawk

Industries, Graphics Packaging

Public Sector – Fulton County, DeKalb, CDC

[




Implementing SAP

SAP and ITIL


Wrap-up

[


Implementation Option 1– ASAP Roadmap

7

Best Practices built into the SAP toolset

Management of the implementation project and SAP solution

Aligned with industry standards and procedures (PMI PMBOK®, ITIL)

Specific to implementation of SAP solutions

Aligns customer’s business

requirements to SAP solutions

SAP Solution Composer

Offers AcceleratedSAP

roadmap composed to fit

specific project needs

SAP ASAP Roadmap

Facilitates efficient solution

design, documentation,

configuration, testing and

operations of SAP solutions

SAP Solution Manager

Accelerated SAP Toolset

Supports greater customization /Occurs repetitively

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Roadmap Adds Value to the Implementation

What to do,

and when to

do it

Who

participates

When used properly, a roadmap will provide guidance on the following:

Why and how

you should do it

Accelerators,

Samples,

Templates

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Implementing SAP – FOCUS Roadmap

9

CustomerSAP SAP and BusinessPartners

SAP

Core Solution

SAP

Life Sciences Packaged

Solution

Customer

Specific

Configuration

Leverage the industry experience from 1000’s of

implementations in your industry to Reduce Customization

CustomerSAPSAP and Business

Partners

Faster and less costly – Examples include AJC and Cryolife

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Implementing SAP

SAP and ITIL


Wrap-up

[


SAP Encourages their Customer’s use of ITIL

11

SAP Applications are “Mission Critical” and complex.

World Class Service and Support Processes are needed

Organizations are “ripe” for improvements in their service processes

Published 2006

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SAP Supports ITIL v3 with Run SAP

12

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Run SAP is ITIL v3 Concepts in Practice

13

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Every Customer has SAP Solution Manager

14

Solution Manager

standardizes essential

SAP application

Management Tasks

Provides tools, content and best practices during the complete solution life-cycle

Mandatory for all Business Suite 2005 and beyond customers

Supports all E2E solution Operation Standards

Every customer must activate certain

foundational capabilities. The rest of

Solution Manager’s functionality is

optional.

[

Real Experience. Real Advantage. ©

SA

Resources – SAP IT Services & Application Management

Pocket guide on SAP’s ITIL

adaptation, by Liane Will and Sabine

Schöler

(SAP Press)

Adaptation and enhancement for

requirements of SAP operations according

to the ITIL standard, particularly for

application management processes and

integration processes between IT Service

and

application management

SAP tools and services supporting the

implementation of processes

Reference to the optimization of business

management in the environment of

SAP landscapes

German edition, March 2006 ISBN: 3-89842-795-1

English edition, June 2006 ISBN-10: 1592290949

[

Real Experience. Real Advantage. 16

Change Request

Management

Follows ITIL standards

Maintenance processes

Service Desk

Best Practices

for messaging

Integration of

3rd-party help desks

Solution Manager

Diagnostics

Solution Monitoring

System monitoring

Business process monitoring

Central system administration

EarlyWatch Alert / SL reporting

Solution reporting

Implementation of

SAP solutions

SAP methods & tools

Global rollout

Customizing sync.

E-learning mgmt.

Test management

CORE

BUSINESS

PROCESSES

Delivery of

SAP Services

Onsite/remote delivery

SAP Safeguarding

Upgrade of SAP

Solutions

Upgrade Roadmap

E-Learning Management

Test Management

Configuration Management

[


SAP Operations Competence Assessment

System/Netweaver

Management

Technology

Management

Availability Management (technical realization)

Backup/Recovery

Database Management

Monitoring (SAP Basis)

Regular Administration Tasks (housekeeping)

Output Management

SAP Application

Management

Business Process

Management

Business Process Analysis

Business Process Monitoring

Master Data Management

Data Management and Archiving

Program Scheduling Management

Interface Management

Process Monitoring

Strategic Support Topics

SAP Support Organization

Support Strategy

Roles, Tasks and Responsibilities

Service Levels and Communication

SAP Contract Management

Training Management

Information Management

Internal Marketing

Management of Customer Satisfaction

IT Service

Management

Service Support

Incident Management

Problem Management

Service Desk

Change Management

Release Management

Configuration Management

Service Delivery

Service-Level Management

Availability Management

Capacity Management

Financial Management

Continuity Management

Op

tion

al s

ervic

e fr

om

SA

P

[




Implementing SAP

SAP and ITIL


Wrap-up

[


Case Study - Service Desk Solution

19

SolMan at Coca-

Cola Enterprises

Asset and Configuration Repository

SAP Services –Software Maintenance and Break/Fix

NOTE: Required for Sofware Licensing and Maintenance

Remedy from BMC

at Coca-Cola

Enterprises

Service Desk

Asset & Configuration Management

Change Management

Problem Management

NOTE: Industry Leading Solution

Can Remedy support the ITIL Processes at a SAP-Centric Organization? Yes• 2004 –Project Pinnacle –SAP expands from N. American Supply Chain Solution into the foundational

solution for CCE’s Core Business Processes (Financials, HR, Procurement, Manufacturing and Warehouse Management)

• 2006 -Remedy, already utilized by the Help Desk, becomes the Incident, Problem, Change Management Solution. Next Step – Configuration Management.

• Remedy has not expanded to support Service Delivery Processes – Service Level, Capacity, Continuity, Financial and Availability

[


The complexity and mission critical nature of SAP

promotes an improvement in Service Desk Processes

SAP is only one component of IT’s services

IT can leverage their existing software tools

SAP does require a repository of base configuration

information be maintained within Solution Manager

20

Case Study - Service Desk Solution

[


Case Study: Solution and System Monitoring

21

Data Center

Network

Server/Storage

Messaging

SAP Solution

Bolt-Ons

Database

SAP Infrastructure – Admin TeamsMonitor

Events &

Alerts

Service

Levels

Business

Processes

Tools

IBM

Tivoli

HP/Mercury

Business

Availability

Center

SAP

Solution

Manager

ESM Software introduced to support SAP’s complexity and mission critical nature• 1998 –Project Infinity at The Coca-Cola Company led to the creation of a Global Systems Management

Center utilizing HP Openview Network Management and BMC Patrol System Management Consoles

• 2005 –Project Pinnacle at CCE led to the Implementation of IBM Tivoli Enterprise Console for Event and Alert Management of servers, SAP software and interfaces

• 2007 – CCE implemented HP’s Business Availability Center already utilized at The Coca-Cola Company to continuously monitor end-user response time and application availability

• Key Indicator of Success – Service Center notified of an incident before users call.

[


Many SAP implementations drive an implementation or upgrade of

ESM tools

Many other infrastructure components contribute to the availability

and performance of SAP

SAP solutions in this area are SAP Centric

Other ESM software solutions can accept and correlate SAP event

messages

SAP does require a repository of base configuration information be

maintained within Solution Manager to meet their commitment to

provide support solutions

Organizations that utilize AMS providers can still get full visibility into

solution performance

22

Case Study: Solution and System Monitoring

[

Real Experience. Real Advantage. 23

]An Opportunity to Learn More about SAP at the

Georgia Chapter of the Americas’ SAP Users Group – Upcoming

Meeting

Date: 9/18/2009

Start Time: 8:00 AM

End Time: 7:00 PM

Location:The Coca-Cola Company

One Coca-Cola Plaza

Register

today as:

Installation Members

Associate Members

Individual Members

Test Drive – (Contact me)

[


Your Turn!

Robert Max | Mobile: 770.403.4278 | Email: [email protected]

Question for ITIL Practitioners in the Audience

Is SAP different from other IT applications?

itil at companies with sap itsmf atlanta 2009

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