SAP Solution Manager

Henny Claessens Maastricht University

Hans van der Horst - hmb

Agenda

Unit 01: Overview currently realised scope at Maastricht

University
Unit 02: Status Q2 2011
Unit 03: Plans for the near future
Unit 04: The next step: Application Lifecycle
Management

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Unit 01
OVERVIEW CURRENTLY REALISED SCOPE AT
MAASTRICHT UNIVERSITY

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Application Life Cycle Management

Maintenance Management
Management of corrective
software packages
Business Process
Operations
Ensure business continuity
Provide Business KPIs
Business process
benchmarking
Technical Operations
Central monitoring & alerting
infrastructure
Unique End-User Experience
monitoring
Central administration tools

Upgrade Management
Comprehensive project support
for release transitions
Solution Documentation
Central documentation of processes,
system landscape, custom code
Requirements
Optimize

Operate

Application Incident Management

Integrated service desk
Involvement of partners in problem resolution
Provide root-cause analysis for complex
landscapes with diverse technology stacks

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Design

Solutio
n
Manage
r
Deploy

Build
&Test

Template Management
Standardize configuration
across multiple projects

Test Management
Change impact analysis
End-to-end test management

Change Control Management

Integrated quality management
Synchronized transports of various
components
Controlled and documented adjustment of
business processes incl. approval process

Towards a Single Source of Truth

All Systems
All business processes
All training information
All maintenance activities

All service planning, deliver

and follow-up information

The entrire documentation

All test information

Solution
Manager

All change information

All service level information
All monitoring data

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All customer developments

All incident and problem

information

The model
BI Reporting
Solution
Monitoring

Service Desk

Change
Management

Implementation/
Upgrade
Custom Development
Management Cockpit

Business Process
Monitoring
Job Scheduling
Management

Templates

Diagnostics

Cutover

Customization
Synchronization

System
Monitoring

3rd Party
Integration

Retrofit

Test Management

Central System
Administration

SLA Management

CTS+ Integratie

Solution

EWA / SLR

Basis Service
Desk

Change
Management

Project Standards

Functional Base
Business
Process
Mapping

Standards

Populated
Business
Processes

Solution
Directory

Technical Base
Solution Man.
System
Landscape

System
Landscape
Directory

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Connections
with
Managed
Systems

Connect to
SAP

Maintenance
Optimizer

In Scope:
Realised
In Scope: In
progress
In Scope: to be
realised
Not in scope

Status 2009

Solution Monitoring

Service Desk

CHARM

Business Process
Monitoring

Implementation
/ Upgrade
Custom Development
Management Cockpit

Job Scheduling
Management

Templates

Diagnostics

Cutover

Customization
Synchronization

System
Monitoring

3rd Party
Integration

Retrofit

Test Management

Central System
Administration

SLA Management

Transport
Integration

Solution

Early Watch Alert

Basis Service
Desk

Change
Management

Project Standards

Functional Base
Business
Process
Mapping

Standards

Populated
Business
Processes

Solution
Directory

Technical Base
Solution Manager
System
Landscape

System
Landscape
Directory

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Connections
with Managed
Systems

Connect to
SAP

Maintenance
Optimizer

In Scope:
Realised
In Scope: In
progress
In Scope: to be
realised
Not in scope

Status 2011
BI Reporting
Solution
Monitoring

Service Desk

Change
Management

Implementation/
Upgrade
Custom Development
Management Cockpit

Business Process
Monitoring
Job Scheduling
Management

POC Charm*

Templates

Cutover

Customization
Synchronization

Diagnostics
System
Monitoring

3rd Party
Integration

Retrofit

Test Management

Central System
Administration

SLA Management

CTS+ Integratie

Solution

EWA / SLR

Basis Service
Desk

Change
Management

Project Standards

Functional Base
Business
Process
Mapping

Standards

Populated
Business
Processes

Solution
Directory

Technical Base
Solution Man.
System
Landscape

System
Landscape
Directory

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Connections
with
Managed
Systems

Connect to
SAP

Maintenance
Optimizer

In Scope:
Realised
In Scope: In
progress
In Scope: to be
realised
Not in scope
Startnote

Unit 02
STATUS Q2 2011

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Status SSM system landscape

SLP: brandnew installation

(SP22)
is PRD system
autorisations and users
projects migrated
in use
SLO: upgraded to SP22
is DEV system

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Deliverables: EWA Reporting Procedure

Deliverables:

EWA Reporting Procedure

De Early Watch report is
discussed once per month with
business process managers

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CSP
BIP, XIP, UPP
CRP
SMP

Deliverables: CSA manual

Deliverables:

CSA manual
In this deliverable the following
points are detailed:
Procedure how to customize
System Administration and how
to use it

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System monitoring / diagnostics

Deliverables:

Monitoring in SLP is more detailed as in SLO

Monitoring is further detailed for technical
operations
Business process monitoring
(First test SLO, then install in SLP)
Carry over monitoring business processes to
the Business.
ongoing process

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Document UM applications in SAP Solution

Manager
Applications
SLcM (MUSL project)
SRM (including EH&S)
PI and BI integration in other projects
HR and FICO (Perfino)
SIM (SAP Invoice Management) Finance
CRM (Alumni)
CRM Recruitment
UM-OKE
SAP Security (autorisations etc.) and Portal
Non-SAP: IAM

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Long Term: Chain integration of Tooling and Processes

Business
Blueprint

Test
Requirements

Test Path &

Scenarios

Ex

le
p
am

Solution Manager
Project
Preparation

Business
Blueprint

Business
Requirements

Realization

Final
Preparation

2a

Go Live and
Support

2b

HP Quality Center
Test
Requirements

Test Plan

Test
Composition

Test Cases
Test Sets

TAO
Inspect

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UI Scanner

Test Data
Best Practice

Test
Composition

Test
Execution

Defects

Attention point: Approach/Vision on Business Process

Modelling (blueprinting) with ARIS
Scenario 1: Greenfield: with SAP Standard Processes as base from SSM
BPR + process enrichment in ARIS
Business
Business
Process
Process
Repository
Repository

SSM Project

SAP Solution Manager

Functionality
*
Solution
Documentation Assistant

ARIS

Scenario 2: Greenfield: Start from scratch in ARIS

ARIS

SSM Project

SSM
Solution

Scenario 3: Redocumentation existing SAP Solution with process

enrichment in ARIS
Business
Business
Process
Process
Repository
Repository

SSM Project

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SoDocA*

SoDocA*

ARIS

Attention point: Approach/Vision on Business Process

Modelling (blueprinting) without ARIS
Scenario 1: Greenfield with SAP Standard Processes as base from SSM
BPR
Business
Business
Process
Process
Repository
Repository

SAP Solution Manager

Functionality
*
Solution
Documentation Assistant

Scenario 2:
Greenfield
Start from
scratch in SSM
SSM Project

SSM
Solution

Scenario 3: Redocumentation existing SAP Solution

Business
Business
Process
Process
Repository
Repository

SSM Project

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SoDocA*

SoDocA*

Decide for what kind of Process modelling Scenario

Is it a new UM
process?

Is the process
already in Solution
Directory?

No

Yes
Is relevant content
available in BPR of
SAP Solution
Manager?

No

Yes

No

Yes

Greenfield

Greenfield

Redesign

Redoc

Scenario1

Scenario2

Scenario 3

Scenario 1

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Deliverables: Project Handbook

Deliverables:

Project Handbook
Document to support SAP
project team:
Overview of activities to be
performed in SSM in order to be
able to run a project.
Document Project Standards
and conventions

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POC ChaRM

POC ChaRM
POC executed with standard
flow.
Sandbox 3 system landscape.
Demo for participants and
stakeholders.
Plan for next steps

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Technical and functional support functions SSM

Example: Functional base and implementation
Test Management
Business Process Mapping
SSM

SAP Projects
Project Leaders

Interfaces

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Technical and functional support functions SSM

Example: ChaRM
Release Manager(s)
STMS & CTS(+)
SSM

ICTS
Interfaces

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Support for
Changes/Developments

Unit 03
PLANS FOR THE NEAR FUTURE

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Next steps

CDMC: Custom Development Cockpit

Implementation ChaRM
Documentation from Projects to
Solution
Business Process Monitoring

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Unit 04
THE NEXT STEP: APPLICATION LIFECYCLE MANAGEMENT

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Is there a Sense of Urgency?

SAPs new product
strategy
SAP maintenance
ERP for IT
Change Process in
order?
Market change
Older systems
Reduce Complexity

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Sense of Urgency: SAPs new

product strategy

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Sense of Urgency: ERP for IT

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Change Procedure established?

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29

Sense of urgency?
Old? / 4.6B
/ 4.6C /
ECC?

ERP

BW
ERP

PI
CRM

Non-SAP
SSM
Market /
business
change

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SAP AGS

Reduce
Complexity

Questions

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Appendix:
ARIS & SAP Solution Manager at
Maastricht University

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Agenda

1. Concept & reasons Maastricht University

2. Process modelling & Application Lifecycle
Management with SAP
3. Experiences Maastricht University

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Academic environment
Albert

THINKERS

... DO-ERS
Larry

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Motto
IM FROM MISSOURI ...

... SHOW-ME
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Concept & reasons

System Landscape picture UM

Primary process top priority
Relation to Enterprise Support
Solution Manager is pre-requisite for Enterprise
Support
THE communication channel between customer and SAP in
system

Embrace process approach, related to Student

Lifecycle Management - SLcM, the primary process
Believe that processes are base for Application
Lifecycle Management ALM

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SAP System Landscape UM

Development-D

In Project

ERP 6.0

Redesign
FICO/HCM

NW
NW 7.0
7.0
[CSO]
[CSO]

related:

Identity & Access

Management
Facility
Management System

Syllabus+

Non
Non SAP
SAP
Transaction
Transaction system
system
NetWeaver
NetWeaver
Tools
Tools
October 2009

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APPLICATION LIFECYCLE MANAGEMENT

SRM/EH&S/SIM

ERP 6.0
NW
NW 7.0
7.0
[CST]
[CST]

ERP 6.0

ERP 6.0

CRM 7.0

CRM 7.0

NW
NW 7.0
7.0
[CSU]
[CSU]

and

Quality Ass-Q

NW
NW 7.0
7.0
[CRO]

SRM 4.0

NW
NW 7.0
7.0
[CRT]
[CRT]

SRM 4.0

WAS
WAS 6.40
6.40
[SRO]
[SRO]

BI 7.0

BI 7.0

NW
NW 7.0
7.0
[BIO]
[BIO]

NW
NW 7.0
7.0
[BIT]
[BIT]

PI 7.0

PI 7.0

SNP 7.0
NW
NW 7.0
7.0
[UPO
[UPO ++ BPO]
BPO]

SSM 7.0
NW
NW 7.0
7.0
[SLO]
[SLO]

NWDI ..
NW0
NW0
[DIP]
[DIP]

ERP 6.0 - Ehp4

NW
NW 7.0
7.0
[CSP]
[CSP]

NW
NW 7.0
7.0
[CSV]
[CSV]

WAS
WAS 6.40
6.40
[SRT]
[SRT]

NW
NW 7.0
7.0
[XIO]
[XIO]

Production-P

NW
NW 7.0
7.0
[XIT]
[XIT]

SNP 7.0
NW
NW 7.0
7.0
[UPT
[UPT + BPT]
BPT]

CRM 7.0
NW
NW 7.0
7.0
[CRP]
[CRP]

SRM 4.0

WAS
WAS 6.40
[SRP]
[SRP]

BI 7.0

NW
NW 7.0
7.0
[BIP]
[BIP]

PI 7.0

NW
NW 7.0
7.0
[XIP]

SNP 7.0
NW
NW 7.0
7.0
[UPP
[UPP ++ BPP]
BPP]

SSM 7.0
NW
NW 7.0
7.0
[SLP]
[SLP]

Enterprise support: rethinking

Comparison of spiderweb with current SAP-landscape

Think in terms of Total Costs of Operations (TCO)
Existential base for Enterprise Support
Proactive support instead of reactive support
Specially of value when primary process is supported within
SAP landscape
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Primary process: Student Lifecycle

1

2a

Recruitment

10

Alumni

9
Graduate School
De-registration
Master/PhD

Application
Toelating
Admission

Bachelor

2bInschrijving
Registration

3 Specialization
/Modules
4
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Language course
Spanish
Exams/
Results

Progress

Graduation

7
Re-registration
6

Advising

Agenda

1. Concept & reasons UM

2. Process modelling & Application Lifecycle
Management with SAP
3. Experiences UM

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Business Process Management & SAP

Analyse & (re) design

Business to Model
Modelling
Implementation
SSM

Model to Execute
Monitoring & control
Automation

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Which tool where?

Process owners / Projectteam

Business

End user / Viewers

ARIS

IT

Solution
Manager

ECC

PI

CRM
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SRM
BW

Application Life Cycle Management

Upgrade Management
Comprehensive project support for
release transitions
Maintenance Management
Management of corrective software
packages
Business Process Operations
Ensure business continuity
Provide Business KPIs
Business process benchmarking

Technical Operations
Central monitoring & alerting
infrastructure
Unique End-User Experience
monitoring
Central administration tools

Requirements
Optimize

Operate

Application Incident Management

Integrated service desk
Involvement of partners in problem resolution
Provide root-cause analysis for complex
landscapes with diverse technology stacks

ICT Servicecentre

Solution Documentation
Central documentation of processes,
system landscape, custom code

Design

Solution
Manager

Build &Test

Template Management
Standardize configuration
across multiple projects

Test Management
Change impact analysis
End-to-end test management

Deploy
Change Control Management
Integrated quality management
Synchronized transports of various components
Controlled and documented adjustment of
business processes incl. approval process

The Solution Manager house

BI Reporting

Solution
Monitoring

Service Desk

Change
Management

Implementatio
n/ Upgrade

Business
Process
Monitoring

Custom Development
Management Cockpit

Job Scheduling
Management

Templates
Cutover

Diagnostics

Customization
Synchronizatio
n
Test
Management

System
Monitoring

3rd Party
Integration

Retrofit

Central System
Administration

SLA
Management

CTS+
Integration

Solution

EWA / SLR

Basis Service
Desk

Change
Management

Project
Standards

Functional Base
Standards

Solution
Man.
System
Landscape

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Business
Process
Mapping

System
Landscape
Directory

Populated
Business
Processes
Technical Base
Connection
s with
Managed
Systems

Connect to
SAP

Solution
Directory

Maintenanc
e
Optimizer

Where are the business processes?

BI Reporting
Solution
Monitoring

Service Desk

Change
Management

Custom Development
Management Cockpit

Business Process
Job Scheduling
Monitoring

Templates

Management

Diagnostics /
EEM

Cutover

System
Monitoring

3rd Party
Integration

Central System
Administration

SLA Management

EWA / SLR

Basis Service
Desk

Business
Standards

Implementation/
Upgrade

Retrofit
CTS+ Integratie
Change

Management

Functional Base

Customization
Synchronization

Test
Management

Solution

Project Standards

Populated

Process

Business

Mapping

Processes

Solution
Directory

Technical Base
Solution Man.
System
Landscape

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System
Landscape
Directory

Connections
with
Managed
Systems

Connect to
SAP

Maintenance
Optimizer

Processes crossing multiple systems

CRM

SAP ERP

Create
Customer
Order

Create Order

WMS

Shipment

Picking

Goods Issue

Send
Confirmation

Create
Invoice

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46

How to fill my business process structure?

Manual Input
Manual Input
ARIS
SAP Business
Process Repository
SAP Business
Process Repository
Aris
SoDocA
RBE Plus
RBE Plus

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Synchronisation ARIS SSM

Use SAP content for ARIS

Processmodelling:
SAP Scenarios
SAP Processes
SAP Process Steps
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SAP Proces
Step

Use standard SAP Processes

Business Process Repository
Both ARIS and SAP Solution Manager
Library of business processes

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Using the usage: SoDocA

ECC
BW
CRM

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Document the business processes

Business Process Structure

Documentation organised in Tabs

Niveau 1

Niveau 2
Niveau 3

Example:
List of transactions for this
process step
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Document the business processes

All Customer
Objects

All Documentation
All Customizing
Objects

All End User

Transactions
All Test Cases
All Training
Materials
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Describe interfaces as well

Organizational Units

Master Data

Business Scenario

Interface Scenario

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Business Process Monitoring

E2E Proces KPIs

Strategic Monitoring

SSM

SSM

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Tactical Monitoring

Operational
Monitoring

Business Process
Monitoring

System
monitoring

Business Process Monitoring

Characteristics:
Alert driven
SAP & non-SAP
Business processes &interfaces
Systemwide
Graphical
Integration with systems to be
monitored
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Functional monitoring objects standard

Alert Type

Selection Options

Sales Documents

Percentage of open sales orders

Percentage of incomplete sales documents

Percentage of sales orders with delivery block

Percentage of sales orders with billing block

Percentage of sales orders with credit block

Percentage of open orders via index table

Percentage of orders with delivery block via index table

Percentage of orders with billing block via index table

Percentage of orders with credit block via index table

Document category, Sales document type,

Sales organization, Distribution channel,
Division, Sales group, Created by, Older than x
days, Reference period, Data from previous
day, Use creation date

Invoices

# of sales invoices posted per day

# of sales invoices line items posted per day

# of invoices not posted to FI

Percentage of sales invoices not posted to FI

Billing type, Billing category, Sales

organization, Distribution channel, Division,
Created by, Older than x days, Reference
period, Data from previous day

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Monitoring environment: the Solution

processes
systems

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It is about people and processes

People

Processes
Tooling

Lessons Learned:
When implementing SAP Solution
Manager functionality you are
implementing new processes that
are driven by people
The primary focus should not be
on the tooling
Setup a sound governance
structure for processes supported
by SAP Solution Manager
Think big , act small

Size indicates importance.

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Agenda

1. Concept & reasons UM

2. Process modelling & Application Lifecycle
Management with SAP
3. Experiences UM

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Experiences so far - technical

Technique is pre-requisite
However supposed to be easy, it is difficult enough in itself
Implement BPM-tool (ARIS)
Supporting tool implementation (SAP Solution Manager)
Connection ARIS SAP Solution Manager for synchronisation
Connect systems to SAP Solution Manager

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Experiences so far organisation - 1

Real challenge organisation around technique
Short term versus long term thinking
Discussion about topics like authorisations is time
consuming
Examples:

Let business people think in (end-to-end) processes

Business process analist is not always a good ARIS modeller
Keep momentum
Financial crisis / new budget approach does not help

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Experiences so far organisation - 2

Positive: end-to-end thinking in processes has started
Examples:

Student Lifecycle Management

Re-implement FICO, HR (incl. ESS/MSS, Cost Planner, Invoice
Management)
EH&S
ARIS - Solution Manager synchronisaton
SAP TAO (would-be ARIS Solution Manager TAO integration)

The road to a better structured Application Lifecycle

Management is started
Harvesting can start from now on
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Documented UM applications in SAP Solution

Manager
Applicaties
ARIS
SLcM (MUSL)
SRM (Inclusive EH&S)

PI en BI integration in other projects

HR en FICO (Perfino)
SIM (SAP Invoice Management) Finance
CRM (Alumni)
CRM Recruitment
UM-OKE
SAP Security (autorisations etc.) & Portal
Non-SAP: IAM

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SHOW-ME
MOTTO IS NOT BAD ...

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End remarks
Why choose for synchronisation ARIS & SSM?
Road to the single version of the truth

Is implementation simple?
Technically: yes, allocate right consultants, support
persons & application managers
Organisation: a lot of challenges to deal with

Is integration an advantage?
Yes according to the architect, difficult according to
the short-term focused

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Conclusions
Business Process Monitoring evolves further to a professional
enabler for the business with standard application monitors
All in all ARIS & Solution Manager are complementary
In case of overlap strict procedural rules are needed and
should be followed
Well designed BPM model in ARIS integrates perfectly with
Solution Manager
Limit the initial scope on key processes. Start with the
process where the need is most urgent
Business Process Monitoring: this is monitoring where the
business benefits from

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