sap on demand - digitizing the it operating model - detect-to-correct automation
TRANSCRIPT
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Enterprise Solutions On Demand for SAPHPE Enterprise Services Discover London DemoDetect-to-Correct automation
November 28, 2016
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Befo
reNo
w
00:00Multiple Incidents raised manually
with varying priorities
00:30Incident flagged
as RTOP, manual request for
refreshed system
00:00BPIM Alert, BOSM Mobile
Notification, D2C Dashboard
00:30Auto-Problem Record Creation, Auto-RCA
Reporting, Auto-System Provisioning
1:20PR and CR
Closure
01:15Apply
workaround and close all related
incidents
24:00Manually raise
PR and execute RCA
36:00Manually raise
CR for application of permanent fix
48:00PR and CR
closure
Digitizing the IT operating modelReduce problem resolution time by more than 98%
2
00:00 hours : minutesBOSM Business operations service managementBPIM Business process integration managementCR Change recordD2C Detect to correctPR Problem recordRCA Root cause analysisRTOP Response to operations problemT
erm
inol
ogy
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Detect and diagnose
No sales orders generated, incident
auto-created
System
RTOP flagged due to impact to business
Duty Manager
Issue detected through mobile
monitoring
L3 Specialist
6
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Change and resolve
Problem record auto-created, clone
system auto-requested
System
Workaround applied, incident closed
Duty Manager
Troubleshooting performed, permanent
fix applied through change management
L3 Specialist
7
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Close
Clone system decommissioned after manual confirmation
System
Problem record closed
Duty Manager
Sees sales order being created
L3 Specialist
8
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Questions?
9
Alejandro Froyo, [email protected] Politi, [email protected] https://www.hpe.com/services/eso-for-sap or https://servicesblog.hpe-enterpriseforward.com/stay-ahead-digital-disruption-sap-application-paas/for additional information
mailto:[email protected]:[email protected]://www.hpe.com/services/eso-for-saphttps://servicesblog.hpe-enterpriseforward.com/stay-ahead-digital-disruption-sap-application-paas/
Enterprise Solutions On Demand for SAPDigitizing the IT operating modelDetect and diagnoseChange and resolveCloseDetect and diagnoseChange and resolveCloseQuestions?