Stronger. Together.Running SAP on the Microsoft Platformat MicrosoftHans Reutterhans.reutter@microsoft.com

SAP & Microsoft – Three Relationships

SAP at Microsoft – Landscape and MetricsKey IT Processes – Disaster Recovery, Change Control Expanding the Reach – SAP User Interface StrategyMSIT SAP – The Big Trends

Agenda

SAP & Microsoft – Three Relationships

Go To MarketSAP is a top reseller of SQL ServerMicrosoft and SAP jointly sell Enterprise SoftwareJoint commitment to partners to drive net new opportunities and joint customer success

Technology PartnerStrong technology agreement since 1993Development co-located in Walldorf and RedmondIndustry leaders for Private and Public Cloud integrationWindows launch partner

CustomerStrong customer relationships for 20 yearsMicrosoft runs on SAP with >100K usersSAP is a top Microsoft global customer with standardized Microsoft desktop

Microsoft IT Vision & StrategyMicrosoft IT MissionRe-Imagining The EnterpriseMicrosoft IT is embracing and integrating Mobility, Social Computing, Big Data and the Cloud to enable the delivery of new digital work experiences.

In Real-Time

Connect The Company

Inspire The Industry

Delight The Customer

CloudDelivering superior services by adapting IT resources

SocialAccelerating productivity by connecting employees

MobilityExpanding mobile workforce output

AnalyticsTurning big data into strategic decisions

Microsoft IT Organization

IT business functions

Shared services

Business process unitsIdeation to availability

Awareness to lead Lead to order Order

fulfillment Fulfillmentto customer value

Corporatefunctions

Application and platform services

Site end-userservice

Informationsecurity and risk

Infrastructureservices

Serviceoperations and management

IT strategyand governance

Businessadministration

Complianceand standards

Peoplecapability

Supplierrelationshipmanagement

“I’m inspired by whatMicrosoft is doing in ITand now I see what’spossible for me.”

ExternalCustomers

Make it a Showcase

“I see my businessconnected, so we canmove faster.”

BusinessStakeholders

AccelerateCapabilities

”I’m delighted stuff justworks and is a simpleexperience.”

Outcomes

End Users

Audience

Simplify Experience

Focus

Microsoft ITdelightscustomers,connectsthe company& inspiresthe industry

Vision

Createtomorrow.Delivertoday.

Mission

One Microsoft: Supporting a mobile-first, cloud-first world

IT Strategy

Customer Value and Experienc

e

Combined Engineeri

ng

DevOps

Agile

LiveSite

Service Maturity Model

Single Backlog

Culture (All for one. One for all.)Break down remaining barriersLeverage common tools (GIT, etc.)

Feature crewIterative releasesTelemetry

Data AnalyticsEnd-to-end experience

Fast feedback loops

Common TaxonomyCommon

Benchmarking

One team. One backlog.

OneIT VSO

Increased accountabilityIncrease Engineering

Capacity

Microsoft IT Modern Engineering

Microsoft IT Modern EngineeringDevOps and AgileMore than anything DevOps is a culture change to break down the barriers between disciplines and to work with common shared tools.Agile means a feature crew of PM’s, SWE’s and SE’s pushes to “release early, release often”, with early releases of MVP’s (Minimum Viable Products), with built-in telemetry, test and release automation and robust business process monitoring.

Livesite FocusData analysis and business process monitoring of the end-to-end customer experience will help to identify trends and potential issues before they turn into incidents. Incidents will generate Livesite Reviews (which – based on severity or learning opportunity – may bubble up to the VP or CIO level) and reactively feed into the common backlog.

Microsoft IT Modern EngineeringService Maturity ModelA formal and repeatable process to evaluate service capabilities in 29 categories, generate maturity scores and identify areas for improvement. Typically used in a proactive manner to feed into the common backlog.

Single BacklogA single central location for all work items. Jointly groomed and prioritized by the combined team to address both feature requests (driven by the business) and technical debt (coming from Livesite incidents or Service Maturity evaluations).

Customer Value and ExperienceIs the outcome against which all work is being evaluated.

SAP SESIT Applications At Microsoft

SCM 7.0 EhP2

ERP ECC 6.0 EhP6

GTS 10.1Finance/Corporate Services: Finance, Controlling, Accounting,

Enterprise Controlling, Treasury, Project Systems, Financial Services, Real Estate, Corporate Finance Management, InHouse Cash Center

Human Capital Management: Personnel Administration, Benefits, Organizational Management, Talent Management, Personnel Time Management, Payroll

Supply Chain Management: Sales and Distribution,Materials Management, Logistics, Logistics Execution

FI CO AC EC TRPS FIN RE CFM IHC

PA BN OM TM PTPY

SD MM LO LEAdd-On: Core Country Version for Central and Eastern Europe

CEE

E-REC ECC 6.0 EhP4

AT RM

E-Recruiting: Applicant Tracking, Requisition Management

TREX: for Candidate ResumesTREX

CI ECC 6.0 EhP7

RM CA

Convergent Invoicing: Receivables Management, Contract Accounting

IS: Telecommunications

IS-T

CON CUS

Global Trade Services: Compliance Management, Customs Management

TREX: for Sanction Party List Screening TRE

X

DP EM

Supply Chain Management: Demand Planning, Event Management, Supply Network Planning

SNP

SMG 7.1 EhP1

CDM MAI

Solution Manager: Custom Development Management Cockpit, Maintenance Optimizer, SAP Support Services

SER

BI/BPC 8.1

BIBusiness Planning&Consolidation,BI

CC 4.0

RTConv.Charging: Direct Billing,RatingBL

OER NW 7.0 EhP2

STT

Object Event Repository: Secure Track and Trace Scenario

Add-On: Auto-Infrastructure ID

AIN

Others BOBJ Data Services 4.2PI/XI NW 7.3 Process IntegrationDUET Enterprise 2.0Tidal Enterprise SchedulerBSI Tax FactoryVertex Sales TaxEsker Faxing

RealTechOthers

MDG ECC 6.0 EhP7

BPMaster Data Gov:Business Partners

OERDSC NW 7.4 9.2

STT

Object Event Repository: Secure Track and Trace Scenario

Add-On: Auto-Infrastructure ID

AIN

GRC 10.1

GRCGovernance,Risk & Compliance

SAP ServicesAriba NetworkAriba AppsIBP (HCI)

BPC

110K

Internal Users(Mostly Indirect Access to SAP)

6K Named User Accounts 96% Non-SAPGUI

usersSAP Surround

StrategyMajor First & Best Program

High Quality Enterprise Service Offerings via SAP

8TB Highly compressed database

Uncompressed size ≈34TB 4M Dialog

Steps/Day300K

Monitored Batch Jobs/Month

170M

Transaction steps/Month

99.998%

RawSQL/WinUptime

Business Process Expertise0.4

Seconds user response time

Enable Modern Experiences

Deliver Reliant & Agile ERP Platform

Provide Real Time Processes

2x System growth in past 2 years

638 Servers(mostly virtual)

250TB

Compression Storage Savings

5-7%yearly

Incident Ticket Reduction

2x Transaction volume ever 18 months

SAP ERP By The Numbers

SAP and AX/CRM Surround

SAP

Manufacturing for CDs/DVDs

AX

Retail Stores

AXMobile POS

Volume Licensing

CRM

GFS Purchasing

AX

HR-Recruiting

CRM

FinanceExpenseSelf-Service

AX

Silicon Ops

AX

Others

AXCRM

SAP And Dynamics Principles At MicrosoftNew functionality lands in SAP

if:- Good functional fit with SAP- Module integration with SAP- Lower agility level is ok- Data already exists in SAP- Scalability requirements

match SAP offerings

SAP

Or lands in AX/CRM if:- Large functional gap with

SAP or good functional fit with Dynamics (industry specific)

- Desired high level of agility- Modern UI requirements are

key- Regional deployments are

required

Dynamics

Current SAP ERP Production SystemHigh AvailabilityElimination of single points of failureHigh degree of redundancy guards against planned and unplanned downtime

Dual DatabasesAllows staggered upgradesInstant release rollbackLocal “hot” standbyAutomated failover

System is highly virtualized (87.5%)

Redundant networking infrastructure

SQL Server 2014 high availability feature:SQL Server AlwaysOn (synchronous)

Full usage of SAP’s redundancy features: scale-out with logon groups, batch server groups, RFC groups, etc.

Spare servers for rolling maintenance and peak load capacity handling

Primary & Secondary Database SQL Server 2014Windows Server 2012 R2HP DL560 G84 x 2.1 GHz 12-core hyperthreaded768 GB RAM

12 SAP Application ServersWindows Server 2012 R2VM 32 vCPU’s352 GB RAM

Windows Server Failover Cluster for SAP Central Services Instance

XTremeIO

XTremeIO

SAP Central InstanceWindows Server 2012 R2VM 8 vCPU’s, 88 GB RAM

VMVMVMVMPRICE PRICE

PRICE

PRICE

VMVMVMDIA WEB

BTC

RFC

VMVMVMDIA WEB

BTC

RFC

VMVM

VMVM

CI

Azure and Virtualization StrategyAssess CandidatesEvaluate by CPU, Memory and IOPS requirementsConsider regulatory requirementsCost favors Azure and Virtualization

Typical CandidatesFor Azure:- Development systems- Sandbox systems- Unit test systems- Up to large production systems

For On-Prem VMs:- Very large Production systems- Very large Pre-production/DR systems

Disk Score Avg. Disk Transfer/sec1 <=102 >10 and <503 >=5 and <2004 >=200 and <1,0005 >=1,000 and <10,0006 >=10,000

Frozen Cold Warm Warm Hot FireCold Cold Warm Warm Hot Fire

Warm Warm Warm Warm Hot FireWarm Warm Warm Warm Hot FireWarm Warm Warm Hot Fire FireHot Hot Hot Hot Fire Fire

Disk Score1 2 3 4 5 6

CPU

Score

123456

CPU Score Total % Proc1 <=2%2 >2% and <=5%3 >5% and <=20%4 >20% and <=70%5 >70% and <90%6 >=90%

Moving To Virtualization And AzureServer Utilization Index

…To→ Office 365→ SharePoint Online→ CRM Online→ VSO→ ADL + PowerBI→ Best 3rd-party

SaaS

From…→ Office servers→ Portals and SPS→ Any relationship

mgmt→ Active Source

Control & WIT→ Data warehouses→ Industry standard

verticals

Use or convert to a SaaS (1st or 3rd party) solution

Our Cloud Adoption ApproachRoadmap planning

~15%

…To→ Office 365→ SharePoint Online→ CRM Online→ VSO→ ADL + PowerBI→ Best 3rd-party

SaaS

From…→ Office servers→ Portals and SPS→ Any relationship

mgmt→ Active Source

Control & WIT→ Data warehouses→ Industry standard

verticals

Use or convert to a SaaS (1st or 3rd party) solution

First to move→ Basic web apps→ Advanced portals→ Any new solutions→ Any re-architected

solutions

Next to move→ High I/O OLTP→ Regulatory and

high business impact

Hard or costly to Move→ HVA Systems→ PKI Systems → Legacy source

control

Azure IT Roadmap

Remain on-

premise

Expose functionality in existing SaaS/PaaS solution

Convert to Azure PaaS solution

Optimize for and move to Azure IaaS VM

No change, lift ‘n shift to IaaS

<5%

~35% ~10% ~5%

Retire it, right-size, eliminate environments~30%

The Road To Virtualization And AzureIn 2014:

520 Servers61% Physical Hardware39% On-Prem VMs

61%

39%

7%

80%

13% 1%

64%

35%

Mid 2016:1% Physical Hardware64% On-Prem VMs35% Azure

Physical Servers On-Prem VMs Azure

Microsoft SAP System Landscape – June 2016

XI/PIDUET

Prod.

Sandbox

ERP GTS MDG CFMGRC

SOLOER1DSC

ADSCC

OEROEMSCMBI CI/

RMCABOBJ

DS E-REC

Prod. Support, OOC,& MonthlyDE

V

QA

QuarterlyReleaseSystems

DEV

SIT

UAT

Virtualized

Physical

Azure VM

Quarterly Release & Prod. Support

SAP Infrastructure Roadmap

Windows Server & SQL ServerWindows & SQL Are Proven PlatformsSAP Reference PlatformsMajority of new SAP installations lands on Windows; SQL in front of competitionVery short SAP certification cycles for new releases

DogfoodingMicrosoft is the only platform vendor running mission critical business processes

on their own SAP ERP systemon their own platformon Beta software

Very close partnership between MSIT SAP Basis and Azure Windows/SQL product groups means better products

Dogfooding

Proven Platform

SAP ERP Growth Pre-Compression

Compression Implementation

Growth Post-Compression

Why SQL Server 2014 Compression?CPU cost dropping much faster than storage cost. Compression trades inexpensive CPU cycles forsubstantial storage savingsMicrosoft IT realized >250 Tb in SAP compression savingsLittle to no performance impact, reduction of storage IO demands, fully supported by SAP – default for new SAP on SQL installationsAverage SAP customer sees compression factor of 4 - 5

Key TargetsCorporate guidelines are:RPO = 2 minutes of data loss or lessRTO = 24-72h of recovery time or lessActuals are:RPO ≈ secondsRTO ≈ 4h for DR Exercise

Best PracticesLow cost by utilizing Test systemAnnual Disaster Recovery exerciseReusable for data center moves etc.

FutureVirtualization and Azure

Test

SAP Disaster Recovery

CIDR Production Prod

DR

TestPrimary

TestSecondary

ProdPrimary

ProductionCI

ProdSecondary

SQL Server 2014 AlwaysOn

ProdPrimary

DIA WEBRFC

BTC

DIA WEBCIF

BTC

PRICE PRICEPRICE

PRICE

DIA WEBRFC

BTC

DIA WEBCIF

BTC

PRICE PRICEPRICE

PRICE

Quarterly Release Process for Major ChangesHigh risk items: Custom code, SAP Patches and Upgrades, OS/SQL UpgradesException Process definedHang back on SAP Support Packs, apply twice a yearTreat Enhancement Packs like Upgrades

Monthly “Roll-Up Releases”Bundled out-of-cycle releasesMedium risk items

Standard Changes = 6 x weeklyLow risk items

Change Control

Agile Monthly/Quarterly Release Schedule

Fisc

al Ye

ar C

lose

Ann

ual D

R Ex

ercis

e M

ediu

m R

elea

se

Big

Rel

ease

SAP

Sup

port

Pack

s

Med

ium

Rel

ease

Big

Rel

ease

SAP

Sup

port

Pack

s

Med

ium

Rel

ease

Feb Mar Apr May Jun Aug Sep Nov Dec

Q3 Q4 Q1 Q2 S

mal

l Rel

ease

Q3

Clos

e

Sm

all R

elea

se Q

1 Cl

ose

Sm

all R

elea

se Q

2 Cl

ose

Med

ium

Rel

ease

Jan

Med

ium

Rel

ease

Oct

Med

ium

Rel

ease

Jul

QuarterlyDevelopment

never refreshed from production

Production

QuarterlyUnit Test

Unit testing

refreshed quarterly

QuarterlyIntegration TestBPRTStress testingDRrefreshed quarterly

Transports

DryrunBackup verificationDestructive trouble shooting / testing

refreshed weekly

Monthly Release landscape also allows for production hot fixes to be tested on current code baseSeparation dramatically increases test windows and allows for much greater agility

ERP Landscape Today

Transports

MonthlyDevelopment

refreshed quarterly from development

MonthlyUnit Test

Unit testing

refreshed quarterly

Transports

Transports

Transport

s

Microsoft IT’s User Interface StrategyPower User

>60% of day in SAPInformationWorkermostly inOfficeConnectedWorkermostly in browserMobile Workeron mobiledevices

SAP GUI

Office 365

SharePoint

Windows Mobile App

NetweaverBusinessClient

Apps for Office

Custom Web Application

HTML 5

SAP ClassicDynpro(SAP GUI)

BusinessConnectivityServices

Business ConnectivityServices

Web Services

SAP Web Dynpro

Web Services

Custom Web Application

SAP Screen hosted in SharePoint Web part

User Type UI Surface Technology Examples

9:21

Fiori

SAP HR Mobile Self Service Apps @ MSIT

9:21

MSIT-SAP Big TrendsFocus Areas For The SAP Platform Teams In MSIT Capacity freed up by leveraging Strategic Suppliers for Service Operations

Change / Risk ManagementService Engineering

Real-TimeResiliency / RedundancyMonitoring

In MemoryCloud / VirtualizationSQL AlwaysOn

Technology Architecture Process

Appendix

Windows Security PatchingRolling MaintenanceLow risk, near zero downtime processTakes advantage of the built-in redundancy of system components (database, application servers, CI)Cycles through the redundant components one-by-oneAbort and fail-back options

Availability RequirementsSAP ERP is involved in the revenue posting pre-close and the revenue reporting post-close – this drives extreme availability requirementsAll critical business processes at Microsoft run on or touch SAP

General Design PrinciplesOne Stop Shop – single most important user destination with unique identity for everything from self-help information to corporate life news to funContent Over Looks – users are looking for relevant information, keep design simpleCurrent Information – fresh contentEasy Information Discovery – best search, clean, hierarchical structure

Portal HierarchyOne Major Portal per Functional Area – Create unique identities and provide all relevant contentFocus on Self-Help – Functional Area Portals are more work and task focused

Enterprise Portal Strategy

Usability PrinciplesFlowing Layout – avoid multiple scrollbarsDevice Optimization – target screen size sweet spot but remain usable across a wide range of form factorsOptimize for • Problem Solving• Task Completion• Corporate News & Life

Link Mall – gateway to the next layer of information

User Satisfaction Drives Increased Usage

Enterprise Portal Strategy

SAP User Audience at Microsoft

95%

5%

SAP User Audience

<5% Power UsersSAP GUI

95% Casual & Self Service UsersAlternative Front EndsTarget Audience for

Extend & Empower Strategy

Microsoft IT Vision & StrategyFour Megatrends Dominate The IT FutureCloudDelivering superior services by adapting IT resources

SocialAccelerating productivity by connecting employees

MobilityExpanding mobile workforce output

AnalyticsTurning big data into strategic decisions

Sales of smart mobile devices will grow by >20% annually, to generate 57% of all IT market growth

up 20%

50%Of companies expect to use internal social network apps.“Social everything” will create a huge integration challenge for enterprise IT

80%Of new apps will be distributed and deployed in the cloud.Strategic focus on the cloud will shift from infrastructure to application

4Zettabyt

es(4 Million Terabytes)

Total of all digital data created reached in 2013 and growing…

CloudGeneral move to the cloudExtremely large systems may have to stay on premise (<1%)

Agility, Resiliency & Redundancy, PerformanceMonthly releases with appropriate risk mitigationBetter monitoring, issue detection and self-healingFocus on Service Architecture

Resiliency & RedundancyMonthly releases with appropriate risk mitigation

Service Engineering/Operations Future

Quarterly Release Schedule

Fisc

al Ye

ar C

lose

Ann

ual D

isast

er R

ecov

ery

Exer

cise

Feb

Qrtly

Re

leas

e (l

arge

, hig

h ris

k)

May

Qrtl

y Re

leas

e (s

mal

l, lo

w ris

k)

Aug

Qrtl

y Re

leas

e (l

arge

, med

ium

ris

k)

Nov

Qrtl

y Re

leas

e (s

mal

l, lo

w ris

k)

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Q3 Q4 Q1 Q2 Q

3 Cl

ose

Q1

Clos

e

Q2

Clos

e

DUET & Web Application Showcase

real measurable ROI (the MS example)

Little to no SAP customization

Highly agile processes in SharePoint

SAP Landscape upgraded 4

timesZERO impact to

users

95% of all users never know they

use SAP

100,000 FTE250,000 Vendors5% use SAP GUI

Metric (worldwide)

PurchasesMS Market

InvoicesMS Invoice

Exp Reports

MS Expense

Average cost savings per Transaction

$18.25

$8.75 $16.50

Savings – Annual

$7.3 million

$9.6 million

$3.3 million

Savings – Cumulative

$77 million

$87 million

$32 million

Transaction Volume (annually)

400,000 POs

1,100,000 inv.

200,000 exp.rpts.

Transaction Value (annually as of 2003)

$5 billion $3.3 billion

$220 million

# of Users (monthly)

11,000 7,000 14,000

# of Unique Users (annually)

27,150 11,000 41,000

# of Countries 57 <57 47% Electronic (domestic only)

99.8% 90% 99.5%

Hardware live expectation: 5 yearsHardware can be moved out of an environment before that time, when the load in the environment has increased and more SAP’s are required. The released hardware will be moved to other systems (could be production systems or non-production systems) until End-of-life-time has been reached.

Capacity management is responsible for these decisions (incl. Perfmon numbers like CPU consumption and SAP ST03 statistics and project forecast in future growth requirements)

Benefit of frequent hardware adjustmentsWe only size for the next 2 years – no need to oversize for expected workload in 5 yearsOnly needed servers will be refreshed – not the complete landscapeWhen we buy bigger servers and RAM, the prices have dropped and we have to spent less money

Hardware Management

Upgrade activityUpgrade is very simple.The upgrade supports a downtime minimized and risk minimized approach. This is how we upgrade all servers: DR database first, then one day later mirror database in prod data center, then during the downtime we failover the database (switch role of mirror and primary db servers) – the downtime is as long as it takes for the failover . After this we upgrade the former mirror partner.

SAP Basis releaseEnsure that the SAP minimum requirements for SQL Server 2014 are met. Certain support packages and kernel level are required to contain all adjustments needed.

Upgrade To SQL Server 2014

FrequencyWeekly run of Checkdb is ok, unless hardware problems are suspected.It can also be run in a copy of the production database (mirror for always on or logshipping destination that is opened up). Caution: this only checks the consistency of the local database

Issues found with checkdbLast problems found are many years back (at least 8+ years). At that time it was issues with index pages only solution: Re-create indexIf a problem with a data page happens, then we would check if the mirror database or DR database have still good data. If that is the case, we would use that data to fix the problem (worst case restore the database).

DBCC checkdb

SAP Job logs are stored on OS levelStored on OS levelPer client in one single directoryWindows used to be very slow when many files (1 million+) are in same directory. Not as much of a problem anymore on new OS versions

Microsoft rules for Job retentionNot all job logs are retained the same amount of timeWith approx. 4.4 million batchjob steps / month we keep approx. 280,000 job logs in the directory at any given timeJob retention is determined according to Job naming convention

SAP Job log Retention

SAP Job log Retention (continued)Job type job name like

keep logs for x days comment

F111 payment jobs F111* 7  

periodic every 5, 10 or 15 min

*_5MIN*, *_10MIN* or *_15MIN* 7  

periodic every 20 or 30 min

*_20MIN* or *_30MIN* 15  

Hourly jobs *01H* 15  

any periodic jobs P-* 15unless already part of earlier rule

event triggered jobs E-* 15  BI interface jobs BIREQU* 3  

Any Job * 20unless already part of earlier rule

Geographical separation of sitesDifferent tectonic plates120 miles separation between current sitesDR site is closely located to hydro power plantDR site is far away from active or dormant volcanoes and fault lines

Future plans (starting in FY15)Further separation of sites (>1700 miles)Located on stable “continental platform”

SAP Disaster Recovery Location

(http://geomaps.wr.usgs.gov/pacnw/rescasp1.html)

Development

never refreshed

Production

Unit Test

Unit test and n+x projects

refreshed quarterly

Integration TestStress TestDR

n+1 projectsrefreshed quarterly

Transports

Transports

DryrunBackup verificationDestructive trouble shooting / testing

refreshed weekly

SandboxProof of concept1st Install of new functionality

refreshed on demand

Dogfood Sandbox

1st Install of Dogfood codeand stress test

refreshed on demand

Transports

Other systems may be added for major projects, upgrades etc.

Dryrun also serves as emergency unit test system

No transports into Dev

Change Control – ERP Landscape Past

Transports

SAP Application EngineeringRolesFTE: Application Engineering, Functional Architecture, Program Management, SOX and Security DevelopmentDev/Test Capacity Augmentation through SuppliersFocused on Business Capabilities and Functionality

LocationsRedmond, US and Hyderabad, India12 ½ to 13 ½ hours offset Ongoing Program and Project coverage during day time in each region

Team SizeRedmond: 81 FTE + SuppliersIndia: 50 FTE + Suppliers

SAP Service EngineeringRolesFTE: Service Architecture and Engineering, Service Management, some Problem Management, Escalation Point for Service OperationsAugmentation through Suppliers with Vertical ExpertiseFocused on DevOps, Service Maturity, Service and Feature Capabilities

LocationsRedmond, US and Hyderabad, India12 ½ to 13 ½ hours offset Ongoing Program and Project coverage during day time in each region

Team SizeRedmond: 19 FTE + SuppliersIndia: 14 FTE + Suppliers

SAP Service OperationsRolesSuppliers: Incident and Service Request Management, some Problem Management, some Build and Release work, commodity tasksStandard 3-Line Model with FTEs serving as “Line 4”Managed Services model via outcome-based contract in low-cost labor marketOversight by 5 FTEs (US and India)

Goals and KPIs30K Tickets annually - Reduce Tickets 5-7% every year (baselined against same functionality)Push more Operations work to Line 1 and 2 to increase efficiencies (shift left)Availability (Planned): 99.9% – but increase raw availability, no Major IncidentsTime To Respond, Mean Time To Resolution, Transactional Customer Satisfaction

SAP MMO Applications At Microsoft27 SAP production systems

SMG 7.0

BW 7.02

SCM 7.02

CRM 7.01

SAP Enterprise Portal• Central

7.0

• SBM 7.02

• People 7.02

ERP ECC 6.0 EhP4

GTS 10.0CL and Finances Customer Relationship

ManagementGlobal Trade Services:

Supply Chain Management:

Business IntelligenceFinances

SMG 7.1Solution Manager - new

Object Event Repository: Secure Track and Trace Scenario

OthersAdobe Service 7.30Netweaver Gateway 2.0 7.31Netweaver Compositíon Env 7.2System Landscape Directory 7.31CUA 7.30TREX 7.00CTS+ 7.01NW Development Infrastructure

7.30Others

ERP ECC 6.0 EhP6

ERP ECC 6.0 EhP6

HR

Travel

SRM 7.01Supplier Relationship Management BW

7.02Business IntelligenceCL

MDM 7.1

Solution Manager – old

PI 7.11Process Integrator

Master Data Management

Finances

Supplier + CL

HR + Travel

NW ABAP 7.00Invoice Approval

GRC 10.0Access Control

ERP ECC 4.7

ERP Brazil ECC 4.7

ERP ECC 6.0 EhP4

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.