WORKSHOP

SAP SOLUTION MANAGER

HERUG conference

8 June 2009

University of Toronto

AGENDA

1. Prelimenary remarks on CHANGE

2. High-level overview of SAP Solution Manager (SSM)

3. Integrated environment for Software Lifecycle Management

4. SAP Solution Manager & Enterprise Support

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4. SAP Solution Manager & Enterprise Support

5. Impact for IT Support Organization• IT Operations (technical)

• IT Applications (functional)

6. ITIL & SAP Lifecycle Framework

7. Building the SAP Solution Manager Roadmap

SAP SOLUTION MANAGER

Preliminary remarks on CHANGE

GROWING COST OVERRUNS

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GROWING TIME OVERRUNS

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QUALITY FAILURES

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SAP Solution Manager

• An ERP system for IT environment

• Ultimate goal: mastering CHANGE management

– Cost overruns

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– Time overruns

– Poor quality

• Manage all, concentrating on customer satisfaction

IT’S ALL ABOUT…..

CHANGE

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IN BUSINESS • CHANGE

– Comes slowly

– Will take time

– Charles Darwin knew…

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• Expectation management needed– Change is NOT an overnight thing

– In contrast with (top-) executive’s wishfull thinking

SAP SOLUTION MANAGER

High level overview

of SAP Solution Managerof SAP Solution Manager

OVERVIEW & CONCEPTS OF SAP SOLUTION MANAGER

• SSM: usage scenarios

• Towards a transparent SAP solution

• High level overview of SSM

– Roadmap Model

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– Roadmap Model

– Roadmap Scope

SAP Solution Manager: Usage Scenarios

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Monitor your entire SAP landscape from One Central Point – All, all, …, all

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High Level Overview of SAP Solution Manager – Roadmap Model

Techn

Funct

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nical

tional

High Level Overview of SAP Solution Manager – Roadmap Scope

1. Technical base (Gateway to SAP included)

2. Functional base

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3. Solution Monitoring

4. Implementation /Upgrade

5. Service Desk

6. CHARM

SAP SOLUTION MANAGER

Integrated environment for Software Lifecycle Management Management

SO

FT

WA

RE

LIF

EC

YC

LE

MA

NA

GE

ME

NT

Development-OIn Project

ERP 6.0

[CSO]

ERP 6.0NW 7.0

[CSO]

SRM 4.0SRM 4.0WAS 6.40

[SRO]

ERP 6.0

[CST]

ERP 6.0NW 7.0

[CST]

SRM 4.0WAS 6.40

[SRT]

ERP 6.0 - Ehp4

[CSP]

ERP 6.0 - Ehp4NW 7.0

[CSP]

SRM 4.0SRM 4.0WAS 6.40

[SRP]

Quality Ass.-T Production-P

[CRO]

CRM 4.0NW2004

[CRO] [CRT]

CRM 4.0NW2004

[CRT] [CRP]

CRM 4.0 NW2004

[CRP]

SLM

(ERP 6.0 - NW 7.01)

Identity & Access

EH&S

(ERP 6.0 - NW 7.0)

and?

related

Current SAP system landscape

ERP 6.0

[CSU]

ERP 6.0NW 7.0

[CSU]

ERP 6.0

[CSV]

ERP 6.0NW 7.0

[CSV]

SO

FT

WA

RE

LIF

EC

YC

LE

MA

NA

GE

ME

NT

BI 7.0NW 7.0

[BIO]

[UPO + BPO]

SNP 7.0NW 7.0

[UPO + BPO]

[SRO][SRO]

BI 7.0NW 7.0

[BIT]

[SRT]

BI 7.0

[BIP]

BI 7.0NW 7.0

[BIP]

[SRP][SRP]

[XIO]

PI 7.0NW 7.0

[XIO] [XIT]

PI 7.0NW 7.0

[XIT] [XIP]

PI 7.0NW 7.0

[XIP]

[UPT + BPT]

SNP 7.0NW 7.0

[UPT + BPT] [UPP + BPP]

SNP 7.0NW 7.0

[UPP + BPP]

Identity & Access

Management

SAP Solution

Manager 7.0

prerequisite

Transactions

NetWeaver

New UM website

SSM 7.0

[SLO]

SSM 7.0NW 7.0

[SLO]

NWDI ..

[DIP]

NWDI ..NW0

[DIP]

Tools

SSM 7.0

[SLP]

SSM 7.0NW 7.0

[SLP]

January 2009

INTEGRATED ENVIRONMENT FOR SOFTWARE LIFECYCLE MANAGEMENT

• SAP landscapes tend to become more and more complex over time– Inherent effect of INTEGRATED nature

• ITIL is the universal standard for IT management

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management– Challenge: applying universal Best Practices to concrete individual circumstances

• SAP standpoint regarding Software Lifecycle– Plan � ITIL: Requirements and Design phases– Build � ITIL: Build and Deploy phases– Run� ITIL: Operate and Optimize phases

INITIAL PLANNING DOCUMENT SAP SOLUTION MANAGER (February 2009)

• Reasoning:– Typical for today’s Implementation and Support of (SAP) applications• Complex landscapes

• Ever rising TCO

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• Ever rising TCO

– Considerable cost savings possible using SSM• Awareness is growing due to SLM implementation experience

• Becomes urgent now because of ‘long freezes’

• ‘Everything effects everything’ effect – Spider web: pulling one thread can destroy the whole thing

Importance of SSM for the university

• Facilitates:– Faster implementation– Easier operation– Better optimization

• Both technical and functional• SSM is the ERP for IT• Key features:

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• Key features:– Documented communication with SAP (EWA, download of software, licence keys, activation keys, …)

– Proactive support through diagnostics (before problems occur)– One single location facilitates enforcement of documentation standards

– Standardized and central access of documentation facilitates Kowledge Management

– Automated testing– Support of ITIL– Support of AcceleratedSAP (ASAP) and RunSAP

Benefits SSM for the university

• Project Management– Consolidates the different ways of working– Less Implementation partner driven

• Easier enforcement of following documentation standards• Documentation moves away from the desktops of (external) consultants

• Enhanced consistency across documentation

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• Enhanced consistency across documentation

• Implementation– Documentation, educational materials, testing scripts can be accessed very easy

• Operational Support– Proactive Support of technology, processes, interfaces etc. from ONE single point

• Service Management– SSM facilitates ITIL support processes

SAP Solution Manager at a glance

• Solution Manager is mandatory, SAP contractually requires usage of this

Think BIG, start small, … but do START

15

20

Inzet formatie SAP domein

Lineaire groei

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usage of this• Business Case: ROI 1½ to 2 years due to more efficient support effort

• Develop a Roadmap for implementing Solution Manager

0

5

10Fte

Varianten

Lineaire groei

Afnemende meer-inspanning

Vrijkomend voorprojecten

Fte reduction in IT support:

•Red: linear growth without SSM

•Green: less growth with SSM in place

•Yellow: available for IT innovations

SAP SOLUTION MANAGERSAP Solution Manager

& SAP Enterprise Support& SAP Enterprise Support

SAP Enterprise Support - the story so far: the announcement

• July 18, 2008 SAP announced universal rollout of SAP ES to all customers –Objective: supporting customers’

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–Objective: supporting customers’ complex requirements meet eSOA needs

–Created enormous volume of dust because of pricing issue (17% � 22% higher maintenance fee)

–Will further explain on this in SUGEN session of tomorrow

SAP Enterprise Support – the story so far: the content• The content side of this announcement did not get any publicity at all, here it is:– SAP ES is an enhanced support offering (justifies price increase, according to SAP)

– Comprises additional services and SLA’s to all customers– SAP ES requires the use of SSM Enterprise Edition (previously available for MaxAttention customers only

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available for MaxAttention customers only– As a result all customers can now download this activation component

– Customers are required contractually to implement several functions in SSM in order to be able to access SAP ES offerings

– SAP ES includes all previous support offerings and several updates• Continuous Quality Checks• Remote services for technical Risk assessment• As well as continuous improvement• 24x7 support advisory center• SLA’s with SAP possible on priority 1 and priority 2 messages

SAP SOLUTION MANAGER

Impact for IT Support OrganizationImpact for IT Support Organization

Monitoring - The “Old” Concept

• “Old” concept is not extendable to the new world

– Increasing number of components (R/3 + CRM + 3rd-party + ITS + …)

CUS

SCM

CUS

FVS

ECC

PLM

CUS

SCM

CUS

FVS

ECC

PLM

System

administrator

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+ 3rd-party + ITS + …)

– Many new components have their own individual administration and monitoring tools

– Exploding costs for training, implementation and operations

SAP Service

Marketplace

SAP Active Global

Support

SAP Solution Manager: Central Point of Access

System

administrator

CUS

SCM

CUS

FVS

4.6C

PLM

CUS

SCM

CUS

FVS

4.6C

PLM

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SAP Service Marketplace

SAP SolutionManager

SAP Active Global Support

THE IMPACT FOR IT OPERATIONS

• At the IT operations side there is not that much new– Will be better informed then before

• Most attention draws Solution Manager Diagnostics

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Diagnostics– Because it is relatively new.

• New also means: instable to a certain extent• Install Solution Manager Diagnostics part on separate hardware?– Still needed anymore?

THE IMPACT FOR IT APPLICATIONS

• More challenging

• Individual toolboxes now under the same – integrated - umbrella–ASAP

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–ASAP

– iTutor

• Very important new features–ChaRM

–RunSAP

SAP SOLUTION MANAGER

ITIL & SAP Lifecycle Framework

ITIL & SAP LIFECYCLE FRAMEWORK

• Meeting deadlines or staying within budgets– No longer solely defines the success of application development or application integration

– The driving priority is to satisfy customers’ needs through the planning, development, and operation of an efficient and effective solution landscape

– Focus should not be placed only on implementation projects

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– Focus should not be placed only on implementation projects for new solutions, but on the whole lifecycle and the whole solution

• The SAP Lifecycle Framework describes– the lifecycle of SAP based solutions– the support offered by SAP for each phase

• Plan phase � ITIL: Requirements and Design• Build phase � ITIL: Build and Deploy• Run phase � ITIL: Operate and Optimize

SAP SOLUTION MANAGER

Building the SAP Solution Manager Roadmap

Scoping: where to go – how – when ? Complete

Co

mp

lete

Selective

SA

P S

olu

tio

n M

an

ag

er

Fu

nct

ion

ali

ty

Starting Point

Intermediate Solution

Optimal Solution

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Se

lectiv

e

SSM Utilization in the Organization

SA

P S

olu

tio

n M

an

ag

er

In Scope: Short term

In Scope: Second Half 2009

SAP Solution Manager Roadmap 2009/2011

In Scope: First Half 2010

Solution Monitoring

Business Process Monitoring

Service Desk CHARM

Retrofit

Implementation/ Upgrade

Customization Synchronization

Job Scheduling Management

Cutover

Diagnostics

Templates

> 2011

Double

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In Scope: after August 2010

Out of Scope

Technical Base

EWA/SLR

SLDConnections with SateliteSystems

MaintenanceOptimizer

2/3 Solution Manager System

Landscape

System Monitoring

Basis Service Desk

SLA Management

3rd Party Integration

Proof of Concept Charm

Change Management with TMS

Project Standards

Build Solution

Test Management

Central System Administration

Connect to SAP

Functional Base

StandardsBusiness Process Mapping

Solution Directory

Populated Business Processes

Change Management without TMS

Global

Global

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

Technical Base

Business Process

Mapping

Standards

Populate Business

Processes

Solution Directory

D Q P

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Project Standards

Test Management

EWA/SLR D

CSA

System Monitoring D

Service Desk

POC Charm

P

P

Job Management

Charm 3+

DISCUSSION POINT 1

• SSM Landscape

– 1-system (current situation)

– 2-system (Solution Manager Diagnostics)

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– 3-system (ChaRM)

DISCUSSION POINT 2

• SSM architecture– Basis

• Technical Base• Functional Base

– Technical• Monitoring

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• Monitoring• Diagnostics

– Functional• Redesign project (next big thing)• Implementation/Upgrade (ASAP, RunSAP)

– a.o. ARIS synchronization

• ServiceDesk (ITIL)• ChaRM• BPM

QUESTIONS

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