Application Life-Cycle Management - Community Archive · PDF fileApplication Life-Cycle...

Application Life-Cycle Management

Implement High-Quality Solutions Faster and

Operate Them at Lower Cost

ALM Product Management

© SAP 2009 /

Disclaimer

This presentation is a preliminary version and not subject to your license agreement

or any other agreement with SAP. This document contains only intended strategies,

developments, and functionalities of the SAP product and services and is not

intended to be binding upon SAP to any particular course of business, product

strategy, and/or development. Please note that this document is subject to change

and may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.

© SAP 2009 /


The Strategic Value

Accelerated

Innovation

• Value discovery and

realization

• Innovation without

upgrade

• Near-zero downtime

Operation

at lower cost

• Standardize, unify, and

automate operations

• Manage complexity

• Manage SLAs

With Application Life-Cycle Management,

customers implement high-quality solutions faster

and operate them at lower cost

Superior

Quality

• of SAP solutions,

customer

enhancements and

partner deployments

• in terms of functionality,

performance,

availability and security

© SAP 2009 /


In the Context of ITIL

Demand, Project and Portfolio Management

Service, Application and Project Portfolio Management

Project Management

IT

Reporting

IT

Analytics

IT Service Management

IT Services Catalogue

/ Service Level Management

Incident & Problem

Management /

Request Fulfilment

Change Management

Corporate

Functions

Financial

Management

(Budgeting,

Accounting, Asset

Accounting, Billing)

Sourcing

(Supplier /

Procurement /

Enterprise Asset /

License

Management)

Human Resources

(Skill / Resource /

Workforce

Management, Time

Management)

Risk & Compliance

Management

Marketing & Sales,

Customer

Satisfaction

CIO

Dashboards

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

Application

Incident

Management

Change

Control

Management

Infrastructure Management


© SAP 2009 /

Application Life-Cycle Management from SAP

Provides a Comprehensive and Integrated Solution

Application Life-Cycle Management from SAP provides processes, tools, services,and an organizational model to manage SAP and non-SAP solutions throughout the complete application life cycle

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

End-to-end Application Life-Cycle

Management processes

Leverage best practice processes

SAP Solution Manager and integrated

SAP and 3rd-party management tools

Optimize your tool portfolio

Service & Support Offerings

Gain access to experts

Educational Services

Empower your workforce

Organizational Aspects

Roadmaps (ASAP, Run SAP)

E2E Solution Operations standards

Organizational Model (Customer CoE)

© SAP 2009 /

SAP’s Commitment to Measurable Support KPIs

Application Life-Cycle Management as Important Value Enabler

CPU Utilization and "overall power

growth rate"

Storage Utilization and growth rate

Run & Maintain work required for

deploying support packages and

enhancement packages

Increase number of days without an outage

Reduce mean time to resolve

Reduce overall incidents

Number of emergency changes

Impact of change

Number of failed changes

On current technology stack

Number of redundant custom code/

objects; functionality available on

newer releases

Business Continuity Business Process Improvement

Protection of Investment and

Accelerated Innovation

Reduced Total Cost of Operations

Application

Life-Cycle

Management

SAP’s goal to provide a rating of application support via key performance indicators is

innovative and challenging. The extensive benchmarking phase and mapping of key

performance indicators to business value will allow customers to fully understand the

benefits of a comprehensive support program.Peter Wesche, research director, Gartner

“

© SAP 2009 /

Customer Proof Points

Application Life-Cycle Management is Real

”We implemented enhancement package 3 …. In comparison to the upgrade from R/3 4.6C to ECC 6.0 we could reduce the costs for installation, configuration, test & go-live of EHP3 by almost 10 times.”

Didier Magnien, Director Global SAP Systems, Sappi Limited

”Realized Benefits due to E2E Solution Operations: Up to $ 5 million (one time) due to performance optimization, up to $10 million p.a. due to data volume management, and IT Operations productivity increased by 100%.”Rinat Gimranov, CIO, Surgutneftegas

”System successfully supported Unilever end-of-year business target of shipping $732 million without any performance issues.”

Irlei Homero, IT Application Services Manager, Unilever Americas

”By eliminating recurring problems, SAP Solution Manager has let DuPont improve system availability by 18% and reduced average system response time by 58%.”

Michael J. Stoko, Director Global Operations, DuPont

Business Continuity Business Process Improvement

Protection of Investment

and Accelerated Innovation

Reduced Total

Cost of Operations

© SAP 2009 /


An approach in six phases

Application Life-Cycle Management follows the six phases

of ITIL application management.

SAP delivers high value for all phases of the life cycle.

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

© SAP 2009 /

Design Phase

Rapid prototyping and clear project scope

Application Life-Cycle Management assets

Design of future solution landscape available

Future business processes are defined and ready for

implementation

No data loss in the hand-over to build & test phase

Business benefit

Lower project risk through optimized technical infrastructure planning

Lower project cost though pre-configuration, roadmaps and standardized procedures

Less work for specifications by rapid prototyping

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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© SAP 2009 /

Build & Test Phase

Save up to 30% costs while improving quality


Configuration is managed centrally and is guided by

pre-defined configuration accelerators

All scope changes are tracked and signed off

All modifications are signed off by SAP

Scenario-oriented testing ensures solution integrity

Load tests support sizing and workload distribution

Testing and key user training is performed in one step

Business benefit

Save up to 30% of configuration and test costs

Lower project cost and increased business continuity

through reduction of unnecessary modifications

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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© SAP 2009 /

Deploy Phase

Go Live on time and on budget


All stakeholder and project team member collaborate

in one standardized quality process

All changes are approved in quality gates and

deployed in one transport consistently to the

production landscape

End to end scenario traces validate integration,

performance and data consistency

GoLive is signed off by SAP

Business benefit

Lower project risk because of synchronized

deployment

Higher business continuity and lower TCO by

improved quality

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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© SAP 2009 /

Operate Phase

Safeguard business continuity and minimize firefighting


Mission-critical processes are monitored continuously

Performance and data growth rate care monitored

continuously

Potential disruptions are detected and resolved

before the business is impacted

Business benefit

More than 99% business process availability

Increased business continuity by reduced downtime

Lower cost of operations as no additional tools are

required, e.g. for monitoring of business processes,

systems and interfaces

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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© SAP 2009 /

Optimize Phase

Continuous, non-disruptive improvement and TCO optimization


Improve usage, performance and usability of live

business process scenarios

Improve applications to fulfill regulatory, tax or other

changed legal requirements

Perform technical updates to support latest OS and

DB releases

Business benefit

Lower TCO though Reduction of existing database size and growth

of up to 25%

Built-in tools for change and quality management

Protection of investment by Innovation without upgrades Technology upgrades and maximum time for

return on investment and deployments (7-2)

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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© SAP 2009 /

Requirements Phase

Innovation demand of business departments is fulfilled


SAP provides full visibility of (innovation) offerings

provided by the SAP ecosystem

Innovation without upgrade is provided with yearly

Enhancement Packages

Delta configuration guidelines are provided to the

next best business practice

Business benefit

Lower project cost by 100% visibility of business requirements and SAP options

Higher business satisfaction by aligned business and

IT processes

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

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Why SAP?

© SAP 2009 /

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

“ SAP is now the role model for the evolution of software support

offering an industry game-changing standard for transparency,

accountability and the clear measurement of value.

We remain strongly committed to helping our customers

both protect their investments and closely manage costs.

Léo Apotheker, CEO SAP

Only integrated and comprehensive offering to

cover the complete Application Life-cycle for

SAP and non-SAP systems

Tools, best practices, accelerators and consulting

services all from one vendor

Open to seamlessly integrate third part service

management solutions

Measurable Benefits for Business and IT (KPIs)

© SAP 2009 /

Holistic approach

Integration from project to solution

“Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a solution. It enables us to control every step, from the design, to the realization to the IT operation of the system, and guaranteeing a full tracking and a very effective introduction of the system. We considered we obtained substantial benefits with this adoption, reducing TCO and above all we were successful to manage complex projects and edge operations”

Martin Flegenheimer, IT Director, Ferrero Germany

Roadmap, Blueprint, and Implementation

Change Control Management

Maintenance

Management

Monitoring &

Reporting

Application Incident Management

TestingOperations

© SAP 2009 /

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management


ALM Processes

Solution Documentation• Central documentation of processes, system

landscape, custom code, partner applications, …

Template Management• Standardize configuration

across multiple projects

Innovation Management• Discover and realize enhanced

business functionality

• Avoid disruption of business

Test Management• Change impact analysis

• End-to-end test management

Technical Operations• Central monitoring & alerting infrastrucutre

• Unique End-User Experience monitoring

• Central administration tools

Change Control Management• Integrated quality management

• Synchronized transports of various components

• Controlled and documented adjustment of

business processes incl. approval process

Maintenance Management• Management of corrective software

packages

Business Process Operations• Ensure business continuity

• Provide Business KPIs

• Business process benchmarking

Application Incident Management• Integrated service desk

• Involvement of partners in problem resolution

• Provide root-cause analysis for complex

landscapes with diverse technology stacks

Application Life-Cycle Management provides processes

to optimize business continuity and agility

Upgrade Management

• Comprehensive project support

for release transitions

© SAP 2009 /

Application Life-Cycle Management Processes

Across the Life-Cycle Phases


Requirements Design Build & Test Deploy Operate Optimize

Solution Documentation

Innovation Management

Template Management

Test

Management



Technical Operations

Business Process Operations

Maintenance Management

Upgrade Management

© SAP 2009 /

Multiple Roads to Success

Define Your Own Roadmap to Application Life-Cycle Management

Define your own roadmap

to efficient application life-cycle

management depending on factors

such as:

the maturity of your IT processes

your IT projects and project pipeline

cost pressure and cost structure

compared with peers

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

Call to Action: Prioritize your pain points and consume the application life-cycle management cake in bite-size pieces!

© SAP 2009 /

Mission accomplished:

A single source of truth is established

All monitoring data

All test

information

All customer

developments

and functional

enhancements

The entire

documentation

All incident and

problem information

All training

information

All maintenance

activities

All service planning,

deliver and follow-up

information

All business processesAll systems

All service level information

All change

information

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

“End state objectives:

• Same Systems

• Same Performance

Warren Kaufmann, Associate Director, Colgate-Pamolive

•Same Information

•Same Processes Everywhere”

© SAP 2009 /

Licenses Services

SAP‘s Commercialization of

Application Life-cycle Management

SAP Enterprise Support

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

© SAP 2009 /

Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM


Process View

Solution Documentation Centrally document and relate business processes and technical information of SAP and non-SAP Solutions

ensuring transparency, efficient maintenance and collaboration

Create technical landscape

documentation

Create business process

documentation

Hand-over to

operations

Verify technical landscape

documentation

Update solution

documentation

Create solution

documentation

Documentation ScopeDocumentation

type


Capabilities

Technical Landscape Documentation

Implementation Content

Project Administration and Business Blueprint

Business Process Configuration

Solution Documentation Assistant

Project Reporting

Solution Directory

Verify business process

documentationHand-over to

operations

© SAP 2009 /

© SAP 2009 /


Key Capabilities

Technical Documentation:

Business Blueprint:

Solution Documentation Assistant:

• Provide central, reliable and

up-to-date system landscape

information for SAP and

third-party systems

• Analyze systems automatically

to provide a full-scale system

usage report and core

business process models

• Describe business processes

mapped to SAP and non-SAP

systems

© SAP 2009 /


Process View

Innovation Management Represents the identification, adaptation and implementation of new and enhanced future-proof business

and technical scenarios

Is a part of the application lifecycle and is designed to decouple technical installation from business

innovation

Uses the SAP Solution Manager to implement the innovation in the system landscape

Demand SAP Service Marketplace

SAP Community Network

SAP Solution Composer

Business and

Technical Aspects Project Administration

Business Blueprint


Maintenance Optimizer

Installation Tools

Enterprise Service

Repository / ES workplace

Configuration Central Template

Configuration

Business Process

Configuration

Custom Development

Documentation

Composition Environment/

Business Process

Management

Test Management Test Management

capabilities

Requirements Design Build Test

Quality ManagerBusiness

Process ExpertSystem

Administrator

Business

Process ExpertBusiness

Deploy

System

Administrator

Deployment Quality Gate Management

capabilities

© SAP 2009 /


Key Capabilities

Implementation Content:

Business Process Configuration:

• Provide predefined business

scenarios and business processes

aligned with SAP Solution Maps

to enable projects to perform

scoping, configuration, and testing

• Creation of pre-configuration

and performance of configuration

activities to implement the

business processes as defined

in the Business Blueprint scope

© SAP 2009 /

Template Management

Process View

Template Management The template management approach allows customers with multi-site SAP installations to efficiently

manage their business processes across geographical distances – from initial template definition to

template implementation and template optimization, for example as part of a global rollout.

Innovation

Management

capabilities

Business Process

Configuration

Require-ments

Design Build Test

Template Creation and Update

Deploy Optimize

Business Process

Configuration

E-Learning

Management

Test Management

capabilities

Template Implementation

Project

Administration

Business

Blueprint

Project

Administration

Business

Blueprint

Solution Directory

Comparison and

Adjustment

Requirement rollback &

template update*

* Tool support with SAP Solution Manager

planned

Rollout of updated template


Assistant

Project Reporting

Project Reporting

GlobalASAP Template Roadmap

GlobalASAP Rollout Roadmap

© SAP 2009 /

Template Management

Key Capabilities

Template Blueprint and Business Process Configuration:

Template Comparison and Adjustment:

• Design and pre-configure

standardized business processes

and package them in a template for

global rollout

• Compare and validate current

values of configuration items of

many systems against a defined

target or standard configuration

Capabilities

Test Management

Process View

Test Management Functional and performance testing of SAP-centric business processes to ensure validated system

behaviour after software change events

Business Blueprint

Test Planning

Test System SetupTest Execution

Apply Changes

to Production

Change Impact

Analysis

SAP Solution

Update

New SAP

Solution

Test Scope IdentificationType of Change

Test Management Process

Test Option 1 Business Blueprint Test Workbench eCATT SAP Loadrunner

B.P. Change Analyzer SAP TDMS Root Cause Analysis

Test Option 2 Business Blueprint SAP Quality Center SAP TAO SAP Loadrunner

B.P. Change Analyzer SAP TDMS Root Cause Analysis

© SAP 2009 /

© SAP 2009 /

Test Management

Key Capabilities

Business Process Change Analyzer:

Test Workbench:

• Change Impact Analysis of

software changes on mission-

critical business processes

• Management of functional tests

from test planning to test execution

and test reporting

© SAP 2009 /


Process View

Change Control Management Workflow-based management of business and technology-driven changes, with integrated project

management and synchronized deployment capabilities.

Standardized process leading to improved reliability of solution and minimized risk through segregation of

duties and transparency of changes

Efficient solution management – all project and system information is saved in SAP Solution Manager

Maintenance

Management

Innovation

Management

Test Management

Require-ments

Design Build Test


Deploy Operate

Enhanced Change & Transport System (CTS+)

Quality Gate Management

Change Request Management (ChaRM)

Change Diagnostics

Configuration Validation

CDMC Solution

Documentation

© SAP 2009 /


Key Capabilities

Quality Gate Management:

Enhanced Change & Transport System:

• Phase-based overview

of the status of software change

projects.

• The project phases are

governed by quality gates.

• Synchronizing transports of all

changes into subsequent systems

increasies transparency of the

software change process.

• One Transport Tool (CTS)

supports all development

workbenches and applications.

• The tools for creating applications

and content are the same.

• Integrated into the

different workbenches.


Process View

Application Incident Management … Enables a centralized and common incident and issue message processing in multiple organization levels

Offers a communication channel with all relevant stakeholders of an incident. The process includes

business user, SAP experts@customer, SAP Service&Support and Partner Support employees.

Is integrated in all ALM processes of SAP Solution Manager, in any SAP Business Suite solution and could

be connected to an NonSAP Help Desk application

Includes follow up activities as knowledge research, root cause analysis or Change Management

Business Department

Business Process execution

!

SAP SupportSupport Department @ Customer

SAP Problem Database

(Service Marketplace)

SAP support of complex

problems

Support classifies as

incident or problem

Support analyse, searches

and provides resolution

User reports incident

Capabilities Service Desk

3rd party Service Desk interface

Solution Database

Service Connections

Global Service & Support Backbone

Notes Assistant

Issue Management Service Desk for Service Provider

Root Cause Analysis

© SAP 2009 /

© SAP 2009 /


Key Capabilities

Service Desk:

Root Cause Analysis:

• Manage incidents between the

customer business unit and all

support levels: customer IT,

SAP Support and SAP partners.

• Due to the integration in SAP

applications, the Service Desk

gathers context data for the

incident.

• End-to-End Root Cause Analysis

• E2E Trace Analysis

• E2E Workload Analysis

• E2E Exception Analysis

• E2E Change Analysis

• Wily Introscope (Right to view

license)

• BMC Appsight for SAP Client

Diagnostics

© SAP 2009 /


Process View

Technical Operations Represents all capabilities for monitoring, alerting, analysis and administration of SAP solutions

Allows customers to reduce TCO by predefined content and centralized tools for all aspects of operations

in SAP Solution Manager

Provides End-to-End reporting functionality either out-of-the-box or individually created by customers

Monitor Analyze Change

E2E Root Cause Analysis

End-to-End Trace

Analysis

End-to-End Change

Analysis

End-to-End Workload

Analysis

End-to-End Exception

Analysis

Technical Administration

Operational Guidance

(RunBook)

IT Calendar / Work

mode Management

Task Management

Central Tool Access

Technical Reporting

SAP EarlyWatch Alert (for Solutions)

Service Level Reporting

Standardized IT reporting

Customer specific reporting

Alert

Reporting

Technical Monitoring & Alerting

Status Monitoring

End User Experience Monitoring

Connection Monitoring

Scenario-specific monitoring (e.g. PI, BW,…)

Central Alert Inbox

Alert Correlation & Propagation

Central Template maintenance

Open data provider & consumer interface

© SAP 2009 /


Key Capabilities

Technical Monitoring:

Technical Administration:

• Central monitoring & alerting

infrastructure.

• Central configuration & deployment

capabilities in conjunction with

system landscape-aware

predefined monitoring templates

• Intelligent alert calculation

engine to avoid alert-flooding.

• Tools and capabilities to support

Technical Management and

IT operations management

teams in the efficient planning,

implementation, execution, and

reporting of the day-to-day

operational activities.

Business Process Operation

Process View

Business Process Operation SAP Business Process Integration & Automation Management (BPIAM) comprises the most important

application related operations topics necessary to ensure the smooth and reliable flow of the core

business processes to meet a company's business requirements.

ALM Process

© SAP 2009 /


Key Capabilities

Business Process & Interface Monitoring:

Job Scheduling Management:

• Business Process Monitoring

• Solution Directory

• Service Desk

• Business Process Operations Reporting

• Service Level Reporting

• Job Documentation


• Service Desk

• Change Request Management


• Integration with SAP Central Process

Scheduling by Redwood


• Job Scheduling Health Check

© SAP 2009 /


Key Capabilities

Data Consistency Management:

Data Volume Management:


• Data Consistency Toolbox

• Service Level Reporting


• Service Desk

• Data Consistency Check Reports


• SAP Early Watch Alert

• Data Volume Management Cockpit

© SAP 2009 /

© SAP 2009 /

Detect

(potential) bug


Process View

Testing

Apply

collected fixes /

enhancements

Import SAP

Note(s)

Deploy

Changes

Plan Mainten-

ance Activity

Maintenance of SAP solutions SAP Notes provide a solution for known issues. SAP Notes are usually applied upon request (e.g. current

incident in productive environment, information from SAP about potential issue (Hot News, Security

Notes)).

SAP Notes are collected and released as Support Packages. Support Packages are applied to SAP

solutions to comply with legal requirements or run on latest technology.

Go

Live

Download &

Apply packages

Apply single

correction(s)

Note Assistant

(SNOTE)

Incident

Hot News

Security Note

Need to apply

Legal Change

Decision to

increase Support

Package level

Maintenance

Optimizer

Installation tools,

(e.g. SPAM,

SAINT, JSPM)

Apply SAP Notes

according Side-

Effect Report

Test Management

capabilities

Quality Gate

Management

capabilities

© SAP 2009 /


Key Capabilities

Note Assistant:

Maintenance Optimizer:

• Implement SAP Notes, which

have been delivered by SAP

service and support, as solution

proposal for a customer’s incident,

automatically

• Central access point for activities

to plan and download software

updates.

• Simplified process to identify

and download applicable

support items for all of systems, by

providing an organized, easy-to-

follow guided procedure

© SAP 2009 /

Upgrade Management

Process View

Upgrade Management Is the identification, adaptation and implementation of new and enhanced business and technical

scenarios

Uses the SAP Solution Manager to manage the upgrade project holistically and effectively end-to-end

Allows SAP customers to better understand and manage the major technical risks and challenges in an

upgrade project, and to make the upgrade project a “non-event for the business.”

Demand Upgrade Info Center

ASAP Methodology

Upgrade Roadmap

Upgrade Dependency

Analyzer

Business and

Technical Aspects Business Blueprint



Assistant

Custom Development

Management Cockpit

Upgrade Tools

Configuration Technical Configuration

Business Process

Configuration

Custom Development

Run SAP Roadmap

Test Management Test Management

capabilities

E-learning

Management

Requirements Design Build Test

Quality ManagerBusiness

Process ExpertSystem

Administrator

Business

Process ExpertBusiness

Deploy

System

Administrator

Deployment Hand-over to Support

Quality Gate Management

capabilities

Data Conversions (Unicode)

© SAP 2009 /

Agenda

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

© SAP 2009 /

SAP PPM by IDS Scheer

16. Monitor and

manage implemented

business processes

SAP CPS by

Redwood

14. Central Process

Scheduling

SAP Solution Manager

Extending functionality through integrated SAP Products

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

SAP Productivity

Pak by RWD

3. Create

BPP based

upon SAP

transaction

process

4. Transfer

business blueprint

and create test

requirements

SAP TAO

6. Requirements provide

information for components to

be generated by SAP TAO

SAP TDMS

8. Create test data

for test cases using the

Test Data Migration

Server (TDMS)

SAP

LoadRunner

by HP

10. Run Load Test

before GoLive

SAP Quality Center by HP

5.Build manual test cases

7. Compose test

cases based on

TAO components

12. Update project

analysis with test

results

SAP UEM by Knoa

15. Monitor and measure

end-user experience and

performance

11. Synchronize

defects between QC

Defect Management

and Solution Manager

Service Desk

2. Update blueprint

after redesigning the

current business

processes

1. Create business

processes

documentation

SAP Enterprise Modeling

by IDS Scheer

SAP Solution Manager Adapter

for Quality Center by HP

9.Run manual and

automatic test cases

SAP Extended

Diagnostics

13. Integrate 3rd party and

custom developed

applications in monitoring &

alerting infrastructure

© SAP 2009 /

Integration

of other SAP Components

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Project

Administration

Configuration

Test

Management

Enhanced Change

and Transport System

Job

Scheduling

Service

Desk

Business

Configuration

Business

Continuity

SAP RPM

SAP NWDI

SAP TDMS

SAP TAO

SAP CRM (ITSM)

SAP CPS

Change

Request

Management

SAP NetWeaver CESAP IDM

SAP GRC

BusinessBlueprint

© SAP 2009 /

Integration of 3rd

-Party Tools

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Technical

Documentation

BusinessBlueprint

E-Learning

Management

TestWorkbench

Enhanced Change

and Transport System

JobScheduling

Service

Desk

Technical

Monitoring

Change Request

Management

Interface types:

SAP Adapter

OEM

Open Interface

Partner Interface

Link

Planned

Links to documents in

external data warehouses

SAP Productivity

Pack by RWD

Links to other

training materials

SAP Central Process

Scheduling by RedwoodSAP Quality

Center by HP

CA Wily Introscope

BMC Appsight

Run Book

Automation

CMDB

CCMS-XBP

CCMS

ARIS

Open Service

Desk Interface

eCATT

HP OpenView

BMC Remedy

Open Service

Desk Interface

9 certified

solutions

24 certified

solutions

7 certified

solutions

Configuration

Non-SAP

Software

© SAP 2009 /

Integration with SAP Global Support Backbone

Receive remote support

Secure remote access

Remote connection (Solution Manager)

Application sharing (Netviewer)

Full access control

Remote service delivery

Transfer information

Forward incidents

Send SAP EarlyWatch Alert data

Retrieve information

Knowledge databases / communities

Software downloads and patches

Installation and license keys

Configuration templates

SAP

Service Marketplace

Global Support

Backbone

Knowledge

databaseCRM PLM

© SAP 2009 /

Define Your Roadmap for

Application Lifecycle Management

Manage incidents & requests for change

Basic

Configu-

ration

Immediate

StartInnovate & Upgrade

Test

Administer

Report Service Levels

Get SAP Solution Manager ready!

Projects

Extended configuration

Deploy Monitor processes and interfaces

Manage jobs

Manage volume

Monitor systems & users

Deploy

Maintenance of SAP software

Collaborate with SAP

Proactive Support and Mission Critical Support

Root Cause Analysis

Document Technical Landscape

Document Business Processes

Test

Exploitation Strategies

Projects Business Processes Systems

Implementation and Upgrade Application Focus NW Focus

Time to benefit from SAP Solution Manager is short

Low customer investment necessary

© SAP 2009 /

Documentation Types

How to get a Minimum Documentation and fully exploit the Value

SAP Solution Manager – Pre-Requisites for Key Capabilities & Services


Key Capabilities & Services

SAP Solution Manager capabilities

can be configured and implemented,

based on customer-specific priorities

and roadmaps

Individual services and guided

expert session for desired

configuration

The 4 Steps to fully exploit the value of


To achieve IT transparency

“Single Source of Truth”

To get access to specific SAP

Enterprise Support and SAP Solution

Manager capabilities

SAP Solution Manager enables you to establish a “Single Source of Truth” for the

support by your operations teams and organization

SAP

Support SLA

Custom Code

Documen-

tationBusiness

Process

Documentation

Modification

Justification

Check

Custom Code

Maintainability

Check

Root Cause Analysis

for Custom Code

Test Workbench &

eCATT

Configuration

Content

Test

Content

Upgrade

(Delta Configuration)

Business

Process

Monitoring

Accelerated

Innovation Enablement

Template

Management

Change Request

Management

Diagnostics

System

Monitoring

System

Administration

Technical SLA &

IT Reporting

Custom Development

Management Cockpit

Quality

Management

Service

Desk

Deploy (Q-Gate

Management, CTS+)

Solution

Documentation

Assistant

4

3

ASAP

Run SAP

for Industries

Run SAP

for Technology

Selected

CQCs*

Additional

CQCs*

* Continuous Quality Checks

Technical

Landscape

Documentation

1

2

Technical

Configuration of

Solution Manager

SAP Quality Center

by HP

SAP CPS by

Redwood

Documentation of Core Business Processes

Decision Tree

Decision Tree: How to come to a central and reliable business process

structure with related documents in SAP Solution Manager

Verify

Discover

Reuse

Transfer

Documentation

available

somewhere

Tool based

process structure

compatible to

SolMan

yes

yes

no

no

Process

structure

available

in SolMan

yes

no

Sign-off by

business

process expert

Continuous

verification

with SoDocA

Adjust

process

structure

Verify results

with business

process expert

Check

completeness

of structure

Upload/link

documents

Manual transfer

of process

structure

Sign-off by

business

process expert

Continuous

verification

with SoDocA

Adjust

process

structure

Verify results

with business

process expert

Verify process

structure

with SoDocA*

Verify

VerifyUpload/link

documents

Automated

transfer of

process

structure

Verify process

structure

and prepare

transfer to

SolMan

Create process

structure

with predefined

business content

and SoDocA

SoDocA = Solution Documentation Assistant

Upload/link

documents

Upload/link

documents

© SAP 2009 /

© SAP 2009 /

Expert-Guided Implementation

“Training on the Job” at Its Best

Training, practical experience, remote consulting

Day 1 Day 2 Day 3 Day 4 Day 5

SAP expert explains step-by-step

configuration using training materials

Execution, 2-3 hours on the same day

Participants have direct access to an

SAP expert who directly supports

them remotely, if necessary, during

the execution

Empowering, Web session, 1-2 hours each morning

Participants perform demonstrated steps

in their own project, on their own SAP

Solution Manager software

Expertise on demand, during execution

© SAP 2009 /

Expert Guidance

We solve key challenges

Complete Execution

We deliver a completesolution

Quality Management

We audit and providedirections

Enablement

We provide knowledgeand qualification

Leve

l o

f S

AP

E

ng

ag

em

en

t

PLANNING

Define business processand IT roadmap

BUILDING

Deploy initially or expand

RUNNING

Run and incrementallyimprove total cost and value

Road map Workshop

Installation of


Coaching for SAP Solution Manager

Going-live check for SAP

Solution Manager

Software Change Management:

Assessment

Quick start for projects

Test Management Optimization

IT Reporting setup

Business Process:

Monitoring

Business Process:

Document, & Test

Software Change Management:

Implementation

Initial configuration

Upgrade / Patching of


SAP Solution Manager Service Portfolio

© SAP 2009 /

SAP Solution Manager Roadmap Workshop

Deliverables

Identification of customer pain points by

interviews

Mapping of Solution Manager functionalities

against these pain points

Matrix of effort and value to identify quick wins

Based on SAP best practices and experience

Solut ion Documentat ionImplementat ion

Test Workbench

E2E Root Cause Analysis

Upgrade

Custom Development

Management Cockpit

E-Learning

Change Request

Management

Deployment & Q-Gate

ManagementMaintenance Optimizer

Business Process Monitoring

Inc ident & Problem

Management

Job Scheduling Management

System Administrat ion

System Landscape

Administrat ion

System Monitoring

Report ing

Top Issue Management

Ease of Implementation

Valu

e

high

value-

low effort

Prioritization of initiatives Roadmap

Consolidation of initiatives into a roadmap

Each initiative is described in detail

Implementation effort

Expected benefits

Look and feel

Customer experience

Explanation on how to leverage latest Solution

Manager release with minimum risk & costs

Technical path forward

© SAP 2009 /

Run SAP Training Curriculum:

Methodology and E2E Solution Operations Courses

Level 1 Methodology Level 2 Standards

Business Configuration

SMI310 (3d ILT): SAP Solution Manager:

Implementation Methodology and Tools in

Detail

Business Continuity

Quality Management

E2E060 (3d ILT): Customer Center of

Expertise

E2E040 (2d ILT): Run SAP – End-to-End

Solution Operations

How to Use How to Configure

E2E100 (5d ILT): E2E Root Cause Analysis

E2E200 (5d ILT): E2E Change Control

Management

* E2E220 (3d ILT): Test Management

E2E300 (5d ILT): Solution Support

Business Process

E2E400 (3d ILT): Technical Upgrade

Management & Unicode Conversion

E2E500 (3d ILT): Custom Development

Management

Application Mgmt. & Tech Operations

Application Management


Program Management Office

Custom Development

SM100 (5d ILT): SAP Solution Manager

for Operations of SAP Solutions


Change Request Management


Business Process Monitoring

Application Mgmt. & Tech Operations



* E2E220 is scheduled to be released in Q4 2009 : Certification available

© SAP 2009 /

SAP Provides Aligned Methodologies

Along the Application Life Cycle

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

Run SAP

Optimize the

implementation

and ongoing

execution of

Application

Lifecycle

Management

Accelerated SAP

Streamline

implementation

and upgrade

projects

Application Lifecycle Management provides roadmaps

which cover the most typical customer situations

– implementation, operation, upgrade

SAP provides these roadmaps inside SAP Solution Manager

(incl. a roadmap tool)

© SAP 2009 /

Description

AcceleratedSAP methodology is a proven, repeatable and successful approach to

implementing SAP solutions across industries and customer environments.

AcceleratedSAP provides content, tools and expertise from thousands of successful

implementations.

AcceleratedSAP Methodology

Delivering Successful Solutions

Benefits

Transparent, proven approach helping the project team to really work as a team and

to reduce implementation time, costs and risks

Achieve better results since you base your project on the experiences others made before.

Both hard facts as well as soft skills are addressed

Knowledge management - use the Implementation Roadmap for SAP solutions to gather

knowledge on how to organize and run your implementation projects

© SAP 2009 /

Description

Run SAP provides the methodology and best practices to implement End to End

Solution Operations.

Phased methodology focusing on tangible cost reductions in operations.

The phases in the Run SAP road map are based on SAP standards for solution

operations, and structure the implementation

Run SAP Methodology

Best-in-class Methodology to Optimize Operations

Benefits

Improved know-how and skills

High degree of standardization and quality

Efficient tools and processes

Successful implementation of holistic solution operations

Reduction in costs of operating applications

Assessment &

Scoping

Design of

Operations

Setup of

Operations

Handover

into Production

Operations and

Optimization

E2E Solution

Operations

© SAP 2009 /

SAP standardizes E2E Solution Operations

Solution Implementation and Operations

Standards for SAP Solution Operations

SAP Standards for Solution Operations:

• Define mission-critical operations processes

• Provide Best Practices and Implementation

Roadmaps

• Based on a general organizational model

• Trainings/certifications are available

• Available for download at

http://service.sap.com/supportstandards

The standards allow you to set up best-in-class operations

http://service.sap.com/supportstandards

© SAP 2009 /

Multiple Organizations are involved

in Application Lifecycle Management

CCC

BUSINESS

Global Business ProcessChampion

Regional Business ProcessChampion

Program Management Office (PMO)

End User,Key User

Application ManagementQUALITY MANAGEMENT

Integrated Q-Management, One Source of Truth

BusinessProcess Operation

Custom Development SAP Technical Operations

IT Infrastructure

IT

Organizational model for application lifecycle management

© SAP 2009 /

CCC

BUSINESS




End User,Key User



Custom Development

SAP Technical Operations

IT Infrastructure

IT

The SAP Standards for Solution Operations

are Based on an Organizational Model

SAP Standards for Solution Operations define

Operations Processes

Exception Handling

Data Integrity

Change Request Management

Test Management

Upgrade

eSOA Readiness

System Administration

System Monitoring

Incident Management

Root Cause Analysis



Remote SupportabilityBusiness Process and Interface Monitoring

Data Volume Management

Job Scheduling Management

Transactional ConsistencyCustom Code Management

© SAP 2009 /

SAP Solution Manager supports

Mission-Critical Operations with Work Centers

Business

Process

Champions

Program

Management

Office

Application

Management

Technical

Operations

Monitor

Change

Request

Business

ChangeImplement

Change

Test

Change

Deploy

Change

Sign-off

Change

• based on SAP Standards

• role-based

• easy to use and learn

• available for SAP Solution Manager 7.0

Work Centers

Role-based user interfaces simplify the access to the

Application Lifecycle Management processes

© SAP 2009 /

Customer Center of Expertise

Quality Management and Single Source of Truth

The Customer COE drives transparency and integrated Quality

Management to ensure the implementation of SAP Solutions and the

normal flow of mission-critical business processes in the

organization

Central point of contact for mission-critical Situations – “Single source

of truth”

Ensure business continuity by ensuring the right processes and tools

are in place

Speed innovation by speeding implementation of business processes

Protection of investment: release and upgrade strategy (including

Enhancement Packages)

Reduce and maintain cost of operations

Standardization of Application Life-Cycle Management

for projects as well as solution operations:

methodologies, processes and tools

© SAP 2009 /

Establishing One Quality Process

Consistent and End-to-End Integrated

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

Q-Gate

Q-Gate

Q-Gate

Optimize Business BenefitQM for Business Process

Improvement

Accelerate InnovationQM for Protection of

Investment

Safeguarding Implementations & DeploymentsQM for Safeguarding Integration

Validation

Reduce Total Cost of OperationQM for Business

Continuity

Business

Configuration

Business

Continuity

© SAP 2009 /

primary

BUSINESS




End User,Key User

Application ManagementQUALITY MANAGEMENT

Integrated Q-Management, One source of the Truth


Custom Development

SAP Technical Operations

IT Infrastructure

IT

Customer Center of Expertise

Certification of Customer COE Organization by SAP

Functional certification by SAP

underscores a customer’s commitment to

continual improvement of its SAP solution

operations.

Two certificate levels are possible:

primary certification

advanced certification

Together, these levels offer a phased

approach to the validation of a Customer

COE organization’s full adoption of the

Run SAP methodology. Both levels of

certification require that the organization

comply with the SAP® Standards for

Solution Operations.

advanced

Text

Text

Text

Text

Text

Text

P

A

© SAP 2009 /

Efficient Application Lifecycle Management

Call to Action

Explore the Value and Scope of Establishing a Single Source of Truth

Define Your Roadmap for ALM Implementation

Implement SAP Solution Manager Enterprise Edition

Optimize Your IT Processes

Empower Your IT Organization

© SAP 2009 /

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

Application Lifecycle Management:

Available information assets

service.sap.com/alm

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