SAP Certified in Run SAP Operations

SAP SUPPORT PARTNER PROGRAM

Program Guide 2012

SAP SUPPORT PARTNER PROGRAM
Customers require now more than ever the need for increased business process availability, data consistency and transparency, stronger business process performance, and ensured maintainability and upgradeability of their solution landscapes. To provide these results, excellent end-to-end solution operations must be implemented across the customer’s entire solution landscape. The Run SAP methodology is a proven approach to implement such operations by providing SAP standards for end-to-end solution operations, a roadmap, and trainings for people certification. The central tool for operations is the SAP Solution Manager System, the single source of truth for the customer’s landscape. The Run SAP Partner Program offers an operations certification for partners so they can better provide high quality operations by using the Run SAP methodology and resulting in reduced cost of operations for their customers. The Run SAP Partner Program from SAP enables companies who typically provide application management, basis support, and/or hosting services to SAP customers to become certified in Run SAP operations. In adopting the end-to-end (E2E) solution operations standards, the partner is able to standardize its IT operations and processes. This standardization results in operational efficiencies and reduced total cost of operations. The first step in the pursuit of the certification is for both parties to meet and learn more information. A Run SAP workshop is held between SAP and the interested company so both parties can share their knowledge – from SAP, Application Lifecycle Management, the E2E standards, and details regarding the criteria and process for certification, and from the interested company, its competencies in operations, organization structure, and customer profiles. The company will make a decision to move forward with the certification as a result of the workshop. The requirements defined in the criteria section below must be met and an audit passed. Once successful, the company (now partner) and SAP will sign a partner agreement and the Run SAP certified logo and usage guide will be issued. The certification for the program is designed to ensure that the partner has adopted the Run SAP methodology and SAP E2E solution operations standards into its IT operations, created a go-to-market strategy and marketing collateral, trained resources in the core E2E standards, implemented the standards across a customer base, and set up a governance model. The program is designed for both large (read global) and smaller (read regional) partners. Partners with annual revenue from SAP exceeding 100 million USD are required to implement standards to a larger customer base. Likewise, partners with a larger SAP delivery organization are required to train and certify more resources as the criteria is based on percentages. The details follow in this document. Once audited and passed, the partner and SAP sign an agreement giving the partner certification in Run SAP operations. The program certification is granted for two years. Details regarding the recertification process are also found in this Program Guide.

1

CERTIFICATION CRITERIA
INTRODUCTION
The main goal of solution operations is to run and incrementally improve the IT solution to ensure stable operation of the solution landscape. This process involves managing availability, performance, process and data transparency, data consistency, IT process compliance, and other tasks. In most cases, business processes are supported not by a single application but by multiple integrated business applications. These can include applications from SAP as well as applications from other vendors or those developed by the customers themselves. Therefore it is important that the solution operations process cover all components required for running the business applications end to end – a process called end-to-end solution operations. Standardized procedures are a key prerequisite for optimizing end-to-end solution operations. Standards help leverage the experiences of the organization that defined the standard. When the solution is centered on SAP software, SAP provides the standardized procedures. This helps customers avoid errors, mitigate risks, increase the availability and performance of the solution, and streamline and accelerate the process flow. In addition, standardized procedures enable automation, thus reducing the cost of operations. They also improve the ability to trace and audit processes. Process standards provided by SAP help customers achieve these benefits. The standards are based on best practices that have evolved from the experiences of SAP teams while serving more than 40,000 customers. Available through the SAP Active Global Support organization, the standards do not compete with existing and well-accepted standards such as the IT Infrastructure Library. In fact, they enhance existing standards by explaining in detail how application management processes work best for SAP solutions. Each standard contains best-practice procedures on how to perform individual tasks, descriptions of which tools should be used, and information regarding the assignment of tasks to different roles. Although multiple roles may be involved in a standard process, one of these roles is assigned ownership of the standard at the customer site. The assignment of owners may differ from customer to customer. The following table is an example of how roles or owners are assigned to standards:

2

quality gate management. data integrity and transactional consistency Change request management. data integrity and transactional consistency System administration. data volume management.Owner End user. “SAP Standards for Solution Operations” located on the SAP Service Marketplace (http://service. change control management. In getting certified in Run SAP operations.sap. system monitoring Program management office Application management Business process operations SAP technical operations For more information.com/supportstandards). remote supportability Business process and interface monitoring. solution documentation. the partner must satisfy the criteria defined for the following areas:      Adoption of Run SAP Methodology Go to market People certification and training Implementation of E2E Solution Operations Standards to Customers Governance The next sections describe in detail the criteria for partner certification in Run SAP operations. key user Business process champion Key Standards and Practice Incident management Exception handling. ADOPTION OF RUN SAP METHODOLOGY The key to a partner’s success in the Run SAP methodology is that it adapts its processes and procedures in IT operations to the end-to-end (E2E) standards. job scheduling management. test management. upgrade Root-cause analysis. refer to the white paper. The adoption is 3 .

and IT manuals for Run SAP operations. covering the five criteria components described above. GO TO MARKET The partner is expected to enhance existing collateral and create new collateral. and describe the target audience for each. 4 . A formal demonstration will take place to check that the partner’s collateral is enhanced and aligned with the messaging from SAP.  Internal rollout plan regarding changes in methodology Document how the adoption of Run SAP will be rolled out to all resources within the partner organization. their accessibility. It is important for SAP that the partner messages Run SAP.therefore a key topic of the certification criteria. both internal and external. the E2E standards. The partner is expected to enhance existing or create new processes. their target audience. required changes. process/procedural documentation. A demonstration of all the completed partner materials will be scheduled as a part of the audit. a short description and purpose. SAP will provide feedback.  Project Feedback Roll-in process The partner must demonstrate what measures are in place to ensure the quality is maintained. and follow-up. explain how they are to be used. the AGS partner manager will schedule a midpoint check so that the partner can demonstrate what materials have been enhanced. The demonstration will be driven from the checklist previously completed by the partner. At a minimum. whether they are regional or global (if applicable). operations guides. risk assessment guides. The partner will also describe any other materials that will be enhanced and a timeline for completion. The document must include a summary of the operations materials enhanced for Run SAP. and the like. document ownership. and the process to update documents. technical reference guides. and ownership. The following components comprise the criteria to satisfy the Adoption of Methodology:  IT-related operations materials enhanced with E2E standards These types of materials include the partner’s IT operations manual. As part of the certification process. if necessary. and Application Lifecycle Management in the same way as SAP. with Run SAP content and value proposition. edit/view rights. The assigned partner manager from SAP Active Global Support (AGS) will provide feedback and support as needed to the partner team as the materials are enhanced. SAP will provide recommendations. The materials will be presented by the partner and reviewed by SAP. work flows. An audit will take place to check that the partner has achieved these measures. This includes user access to documents.

and describe the target audience for each. The 5 . PEOPLE CERTIFICATION AND TRAINING Key to the advancement of the Run SAP methodology within a partner’s IT operations is having its employees get empowered to utilize the end-to-end solution operations standards.The following components comprise the criteria to satisfy Go To Market:  Customer Information Material o Run SAP/SAP ALM/SAP Solution Manager Value Proposition o Value Proposition for at least 4 E2E Standards o Run SAP/SAP ALM/SAP Solution Manager Portfolio Offering  Customer References o Customer Reference Plan o Customer Implementations o Customer Successes (for recertification only)  Rollout Plan Document how the partner’s marketing collateral for Run SAP will be rolled out internally and externally. A demonstration of all the completed partner collateral will be scheduled as a part of the audit. SAP will provide feedback. The materials will be presented by the partner and reviewed by SAP. and follow-up. explain how they are to be used. To help enable this process. SAP will provide recommendations. covering the five criteria components described above. their target audience. and ownership. whether they are regional or global. The demonstration will be driven from the checklist previously completed by the partner. the AGS partner manager will schedule a midpoint check so that the partner can demonstrate what materials have been enhanced. At a minimum. a short description and purpose. required changes. if necessary. The partner will also describe any other materials that will be enhanced and a timeline for completion. The document must include a summary of all the materials enhanced for Run SAP. The assigned partner manager from SAP AGS will provide feedback and support as needed to the partner business development team as the materials are enhanced. SAP has developed a curriculum specifically designed to address the needs of those who will be executing these standards. As part of the certification process. their accessibility.

The courses cover three levels: 100. Setting up the CTS+ tool is also covered. they will be able to proactively monitor the system landscape not from a technology point-of-view. 6 . and Maintenance and Test Management. Change Distribution including the role of Change Request Management. and Data Volume Management. Once participants have mastered these concepts. o SAP Solution Manager Operations and Configuration (SM100) introduces the participants to the operations and support tools of the SAP Solution Manager. It not only covers the tools SAP Solution Manager provides for managing change control. o Change Request Management and Service Desk Configuration (SM200) describes the various elements of Service Desk and Change Request Management in Solution Manager. 200. Each course is 5 days in length. SAP Solution Manager and the imbedded Wily Introscope and BMC Appsight tools are covered in detail.  Level 100 o E2E Root Cause Analysis (E2E100) concentrates on the tools and standards for End-to-End Root Cause Analysis.  Level 300 o Business Process Integration & Automation (E2E300) covers Business Process Integration and Automation Management. Their features and functions are described and an understanding of the basic requirements for configuring Solution Manager are taught. Participants will cover the business relevant topics of: Job Scheduling. Business Process and Interface Monitoring.partner’s employees will be taught how to effectively use SAP Solution Manager to support and maintain SAP-centric landscapes. but also the steps that should be implemented to ensure quality throughout your landscape. but from a business process point-of-view. and 300. Course SM100 (SAP Solution Manager Operations and Configuration) is a prerequisite. Participants will learn to configure the SAP standard process for Change Request Management and Service Desk scenarios. Data Integrity and Transactional Consistency. Participants in E2E100 will come out of the class with the ability to track down issues across a customer’s landscape. therefore significantly cutting down any potential time to resolution.  Level 200 o E2E Change Control Management (E2E200) covers the topic of Change Control Management. Course ADM100 (Administration AS ABAP I) is a prerequisite. Class participants will understand all aspects of proper Change Control including: Change Diagnostics.

and the like.Each of the E2E100. 200.000+ resources in SAP Delivery Organization % of SAP Delivery Organization certified Course Level Min Number Required 100 10 % 100 7 . The following components comprise the criteria to satisfy People Certification and Training:  Number of certified resources in level 100. A resource passing an exam in an E2E course or attending an SM course will be deemed certified in that course. The number of resources is based on percentages which depend on the size of the partner’s SAP delivery organization. and E2E300 courses has a certification exam. Exam passage is required.000 resources in SAP Delivery Organization % of SAP Delivery Organization certified Course Level Min Number Required Max Number Required 100 20 % 20 100 200 10 % 10 50 300 10 % 10 50 o Partners with 1. Attendance only is required for the SM courses. team leads. The partner’s SAP delivery organization is defined to include all employees providing and managing application management (functional) and basis (technical) support for their customer’s SAP systems. and 300 courses A minimum number of resources in the partner’s SAP delivery organization must be certified. The SM100 and SM200 courses do not have exams. as follows: o Partners with less than 1. This includes project managers. E2E200.

This applies only for partners with more than 1. target date. Courses scheduled directly via SAP Education 2. too.200 5% 50 300 5% 50 Partners certifying half their targets while meeting the minimum number required. SAP provides 3 delivery methods to train resources: 1. A way to track certified resources must be included. location. IMPLEMENTATION OF E2E SOLUTION OPERATIONS STANDARDS TO CUSTOMERS The partner must demonstrate its knowledge of the E2E solution operations standards by implementing and operating defined criteria over a customer base. may become certified in Run SAP Operations with the goal to meet their targets by recertification. comprising the following standards: Basic (Mandatory) Criteria  Solution Documentation  Remote Supportability  Root Cause Analysis  Change Management .Quality Gates  Change Management – Change Request  Test Management 8  Business Process & Interface Monitoring  Data Volume Management . The criteria are defined on two levels.  Training Plan The partner must create a 2-year training plan. Basic and Extended. target audience (including audience size) and delivery method. Empowering workshops at the partner site via Partner Enablement Agreement with SAP Active Global Support The partner manager from SAP AGS can give details regarding each of the options and help the partner decide the best delivery methods to choose.Change Control Extended Criteria  System Administration  System Monitoring  Change Management .000 resources in their SAP Delivery organization. This plan should include: course name. two years later. Courses brought to the partner site via SAP Education 3.

The partner is able to choose from the standards comprising the Extended Criteria such that:  If six customer base. at least 18 items must be implemented from Extended Criteria. no more than three customers may come from a single region.The number of customers in the base is dependent on the annual revenue (in USD) of the partner’s SAP practice. no item implemented more than 4 times If three customer base. The criteria are based on 9 . The following regions are considered: o North America o Latin America o Europe/Middle East/Africa o Asia/Pacific/Australia o Japan The standards in the Basic Criteria must be implemented at each customer in the base. The Basic Criteria and Extended Criteria are detailed in the subsequent sections. as follows: In addition. no item implemented more than 2 times  Requirements for the customer base and partner are described below. at least 9 items must be implemented from Extended Criteria.

Solution Documentation 10 . or some other partner do not qualify Performance checks will also be made to ensure that each validated standard is operational       Basic Criteria The Basic Criteria represent the core standards – Solution Documentation.e.and must be implemented in every customer SAP landscape.the SAP E2E solution operations standards as documented in the SAP Service Marketplace (http://service. XI. Root Cause Analysis. Business Process Monitoring Only standards implemented and operated by the partner are eligible to satisfy the criteria. if they are current MaxAttention customers). mention of the customer’s Solution Manager system means the SAP Solution Manager system installed and operating in the customer’s production landscape.. Unless otherwise noted. Portal) The standards must be in the customer’s production landscape. for example. EhP1 Partner has appropriate service agreement with customer that allows partner to implement the required standards. The next sections describe the criteria to be implemented at a customer to satisfy these four standards. if any. driven in part by the following requirements:  Each customer landscape must have a productive SAP Solution Manager system connected to at least two productive satellite systems The satellite systems must consist of at least one productive ABAP system (i.sap. In the end. validation checks will be performed in the customer’s production Solution Manager system The customer’s SAP Solution Manager system must be at least version 7. both SAP and the partner agree on the customer base. The criteria for each standard are considered mandatory and must be implemented at each customer in the customer base for partner certification. with SAP AGS (e.0. Customer Base and Partner Requirements The partner will nominate the customer base and SAP will verify them.g. These documents will be referenced and used in case any clarification is needed for the criteria. Remote Supportability. BW. ERP) and one productive non-ABAP SAP system (i.. SAP. checking for recent escalations and their relationships.e.. standards implemented by the customer. and Change Control Management .com/supportstandards).

Efficient planning and reporting require a profound documentation of the existing customer solution. This is the focus of the Solution Documentation standard. All decision making and reporting concerning the overall solution will be based on this fundamental information. not to mention that the provided transparency can accelerate IT activities and improve their results.As solution landscapes are maintained and adapted to meet the business demands. The customer system will be validated for the Solution Documentation standard based on the following checks:  Documentation of system o Install System Landscape Directory (SLD) in Solution Manager o If Solution Manager SLD is the central SLD. Therefore. In addition. Solution Documentation is a key enabler for business and IT alignment. this standard is a prerequisite for optimizing all solution operations processes. Key to a successful landscape planning is an accurate and complete description of the solution landscape itself with the business processes. planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. ensure Solution Manager SLD gets data from the satellite systems o If Solution Manager SLD is not the central SLD. connect Solution Manager SLD with Central SLD o Ensure RFCs are generated for the ABAP stack system in SMSY o Create logical components for the satellite systems o Check that system details in Solution Manager SMSY and satellite systems are the same o Activate Early Watch Alerts from the satellite systems  Documentation of process o Define solution with the satellite systems in SOLUTION_MANAGER o Define at least two critical business processes in the Solution Directory 11 . The Solution Documentation standard provides all involved parties with a common understanding.

g. which leads to increased availability of the IT solution and reduced cost of ownership. The major benefit of the root cause analysis standard is acceleration of problem resolution. functional spec. E2E root cause analysis in SAP Solution Manager standardizes and systematically aggregates     Performance and resource metrics Access to technical configuration Exceptions such as logs and dumps (program terminations) Traces (recording the activity of a single user or process) 12 . This is the foundation for efficient support of SAP-centric solutions. E2E diagnostics can support root cause analysis for components implemented in ABAP..NET framework. Root Cause Analysis The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies. define the process and process steps with proper documentation e. or that run on the Microsoft .o For each critical business process. technical spec. C(++). The customer system will be validated for the Remote Supportability standard based on the following checks:  Ability to logon to customer Solution Manager through: o R3 Support for accessing the monitoring dashboards in Solution Manager o HTTP for accessing Solution Manager diagnostics If WTS or Netviewer connection is present. then HTTP connection is optional. o If custom developments have been done to either business process. maintain the same in the respective business process structure in Solution Manager o Assign team members to the respective business process structure Remote Supportability The remote supportability standard ensures that the customer’s SAP landscape can be remotely supported and SAP services can be remotely delivered. Java.

The customer system will be validated for the Root Cause Analysis standard based on the following checks:  Using SOLMAN_SETUP in Solution Manager. perform Initial Configuration and Basic Configuration Configure the satellite systems in the Managed System Configuration Install SMD agents in satellite systems and point them to Solution Manager   In addition. configuration. E2E exception analysis: provides unified access to exceptions reflecting in high severity log entries and dumps. dumps. 2. E2E workload analysis: provides unified access to server side workload statistics. The measurement is started at the user interface of the end user and the trace level for the roundtrip is selected. 4. update errors. Tracking changes to software (code). the following checks will be made in the Root Cause Analysis work center from the customer’s Solution Manager to ensure the above three items were installed and/or configured properly:  Data available for both satellite systems under Workload Analysis and Change Analysis Able to take a trace and display the trace information from Solution Manager Following are available from ABAP stack satellite system: ABAP SysLog errors. from browser to disk. When the request hits the downstream servers. business configuration. E2E trace analysis: records performance and functional defects in a single activity of a single user or process. This analysis is particularly instrumental if a few ad-hoc changes were applied to a production that results in disruptions after applying these changes. all components switch their traces on or change the log level according the selected trace level. and IDOC errors   13 . Component specific log and dump viewers can be accessed directly from the E2E exception analysis. content) that were lately applied to production. or content E2E Diagnostics tools focus in four major areas: 1. E2E change analysis: provides transparency on changes (code. 3.

and dumps Able to open Wiley Introscope through Webview and see data in Console. able to connect to DBA Cockpit and see the data for the satellite systems     Change Management – Change Control Change Control Management is one of three parts of the Change Management standard. Investigator. The customer system will be validated for the Change Management – Change Control standard based on the following checks:  Define the satellite systems in Solution Manager and ensure Solution Manager Diagnostics (SMD) agents are running in respective satellite system pointing to Solution Manager Availability of Change Analysis report for respective systems in RCA work center Verify the correctness of data in the Change Analysis report with the satellite systems Availability of Change Reporting data and its correctness with satellite system Use Change Reporting functionality to compare capabilities between instance/systems Set up the enhanced Change and Transport System (CTS+) tool      Extended Criteria 14 . Following are available from Java stack satellite system: J2EE system errors. Expert Analysis. It enables customers to standardize and optimize the solution configuration. and Trace views for satellite systems In System Analysis. The others are Change Request Management and Quality Gate Management. and Log Viewer In Host Analysis. able to execute OS commands and browse the file systems of the satellite systems In Database Analysis. The standard covers two major areas of change control: change deployment and change diagnostics. application errors. and to provide tracking and transparency of changes. data available under Change Reporting. Change control addresses the deployment and analysis of changes to confirm the changes are executed without disrupting business.

The next sections describe what must be implemented to satisfy each of the standards in the Extended Criteria. The typical tasks of system administration include starting and stopping systems. such as automated system monitoring and error notification (System Monitoring). performing system copies and installing systems. Unless otherwise noted. mention of the customer’s Solution Manager system means the SAP Solution Manager system installed and operating in the customer’s production landscape. Automation and the efficient transfer of knowledge give experts the time they need to concentrate on their core competencies. and Service Level Reporting (SLR). creating or changing users based on a compliance workflow. and report summaries based on SAP EarlyWatch Alert (EWA). running system diagnostics. but can be accessed and triggered from a central administration system. managing jobs. while making the services they offer 15 . System Administration The topic System Administration describes how all SAP technology must be administered to run a customer solution efficiently. as well as task and workflow documentation is also integrated in many areas where administrative responsibilities and other tasks occur (Central System Administration. System Administration is owned and executed by SAP technical operations. allows small teams to monitor and manage complex system landscapes. Solution Reporting. This allows a unified access to all SAP technologies. This. The customer system will be validated for the System Administration standard based on the following checks:  Configure the customer’s Solution Manager as the CEN system for CCMS infrastructure Configure the following in customer’s Solution Manager: o Central System Administration o DBACOCKPIT o SAP Print Assistant for landscape System Monitoring  SAP Solution Manager enables processes to be handled automatically in many different areas. Current know-how. applying changes to technical configuration. Administration tasks are mainly executed locally. performing imports. and/or applying patches and Support Packages based on the change control workflow. Possible results are smoother business execution and optimized total cost of operations. in turn. Business Process Monitoring). the collection of technical data. and performing backups and recovery.

end user.g. SAP Solution Manager therefore makes it possible to keep IT know-how inside companies or outsource it and monitor the services provided. Solution Monitoring targets for two teams in customer IT:   Business Process Monitoring in the Business Process Operations team System Monitoring in the SAP Technical Operations team The Solution Monitoring process on both business process and technical (system) level follows the same procedure:   Alerts gets thrown by the SAP Solution Monitoring tools in SAP Solution Manager Business Process Operations or SAP Technical Operations are resolving the alert. If the resolution is not obvious. If necessary a specialist for troubleshooting the problematic component is involved Incident or Problem Resolution Depending on the nature of the resolution. or IT infrastructure Ticket is processed by first level support. business process operations.. the business process champion. or IT infrastructure will resolve the issue For each incident and problem. the alert gets the status of a problem and end-to-end root cause analysis has to be performed. key user. an incident is forwarded to the application management team (for end-to-end root cause analysis) or to an expert team in custom development. usually located with key users locally. 16 . custom development. to implement a patch or to change a configuration. For implementing the action plan. SAP technical operations. Per alert. system administration might be required e. a description exists how to handle the alert. an action plan is documented with the ticket and implementation of the action plan has to be tracked. A key process in solution operations is the basic process of incident and alert management: Incident Management End User creates a ticket Solution Monitoring and Alerting Alert is triggered by the system and has to be processed by the SAP technical operations or the business process operations team If the issue cannot be resolved by one of both teams. SAP technical operations. end user handling issues are either resolved or ticket description is completed and forwarded to second level End-to-End Root Cause Analysis End-to-End Root Cause Analysis is performed to isolate the problematic component.visible to the end user. business process operations.

the SAP Solution Manager provides the function of Quality Gate Management throughout the whole application lifecycle. All operational units across all organizations are integrated into one quality process.The customer system will be validated for the System Monitoring standard based on the following checks:  Register each satellite system in CEN system and configure CCMS agent in each satellite system Maintain KPIs for the relevant alerts Compile instructions how to handle the exceeding of thresholds Define and assign author action Assign roles and work centers and set up the Central Alert inbox Set up data collection in BI (if applicable)      Change Management – Quality Gates To ensure the stability of a highly integrated solution landscapes. very clear quality assurance procedures need to be defined. which requires the following:   All changes are 100% transparent A central transport mechanism and change control system is in place to manage changes across the technology framework and application components A central test plan for core business processes is defined A central quality manager validates test execution and test completeness Every development workbench is integrated into the central transport    The customer system will be validated for the Change Management – Quality Gates standard based on the following checks: 17 . A central Quality Management Organization is responsible for defining and integrating into the customer’s application management methodology the quality gates that check the quality of an implemented solution or of the major changes introduced by means of upgrades or enhancement packages. To achieve more consistent quality.

Developer. Change Management – Change Request The customer system will be validated for the Change Management – Change Request standard based on the following checks:    Activate change request management for the project Make project assignment mandatory for transport requests Maintain roles and authorizations for Change Manager. and import of transport requests outside of Solution Manager. and Basis Team Activate Normal correction and Urgent correction and have a release strategy for each Integrate CTS+ for non-ABAP stack satellite systems   In addition. there will be checks for no errors or warnings from transaction STMS and no creation. release. Define quality gates with proper timelines and systems (include all systems in landscape) Define and assign QA Manager and QA Advisory Board (not to same person) Maintain roles and authorizations Make project assignment mandatory for transport requests Integrate CTS+ for non-ABAP stack satellite systems     In addition. release. there will be checks for no errors or warnings from transaction STMS and no creation. and import of transport requests outside of Solution Manager. Test Management The test management standard addresses the methodology for testing SAP-centric solutions including:   Test Strategy Test Project Preparation 18 . Tester.

and integration tests. the standard describes the Integration Validation and Performance Test approach. The customer system will be validated for the Test Management standard based on the following checks:       Prerequisite: Solution Documentation standard in place Maintain test documentation under Test Case tab in SOLAR02 Create test plan Create test package with users assigned to it Define error handling procedures and the support organization for handling them Set up KPI monitoring for report Business Process & Interface Monitoring The business process and interface monitoring standard supports the monitoring of the mission critical business processes. scenario. For technical system tests. notification of experts. The customer system will be validated for the Business Process & Interface Monitoring standard based on the following checks:  Prerequisite: Solution Documentation standard for at least two critical business processes in place Following activities for the two defined critical business process scenarios:  19 . 2 major test tool options are available as described in the test management standard.    Test Scope Identification Test Planning and Test System Preparation Test Execution Final Activities and Deployment of Changes in Production Systems For functional. and well defined interface towards end-to-end root cause analysis (a separate standard). error handling procedures. alert and problem detection. enabling customers to identify problems long before typical IT alerts would be triggered. Business process monitoring includes monitoring activities.

and reporting frequencies o If more than one system is involved in the business process. summarization. Reaching a “steady state”. alerts. depending on the type of data and by considering the business and external requirements (legal compliance.and point out how the growth could be minimized. and thresholds o Define the monitoring activity including tools. define monitoring of the interface Data Volume Management The data volume management standard defines how to manage data growth data by deleting data. filter criteria. that is.o Define monitoring objects. Data volume reporting lists the archiving activities already performed and identifies additional reduction potential which may be caused. and by avoiding data creation. reporting activities.g. Scheduling this service on a regular basis will show the growth of the database – broken down on business object level . A detailed look at the customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take (e. Data volume scoping is the starting point of data volume management. for example. The focus of a data volume management strategy is on the implementation of the methodologies of avoidance. The customer system will be validated for the Data Volume Management standard based on the following checks:  Prerequisite: Solution Documentation and Business Process & Interface Monitoring standards are in place 20 . the balance between additional new data and archived data is the goal of the Data Volume Management Standard and is required to run SAP within given service level agreements through future periods of time. ILM) on this data. The Data Volume Management Standard requires a high degree of cooperation between business process champions from the business department and business process operations team members from the IT department. by change in the business processes. archiving data. procedures. and frequencies o Define error handling procedures o Define communication and escalation procedures o Assign monitoring responsibilities o Define reporting objects. and dataarchiving. deletion. deletion or data archiving) when implementing a data volume management strategy.

which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations. scheduling information. database reorganization. The job scheduling management process starts with the request for a new job or to change the schedule of an existing job or job chain. error handling. Job scheduling management is owned by business process operations. This team is responsible for the central management of the job schedule concept. and monitoring of jobs. scheduled. business information. scheduling. and monitoring task Job Scheduling Management The Job Scheduling Management standard explains how to manage the planning.      Define Data Volume Management cockpit Set up monitoring and analysis of data volume size and growth Plan for optimization of data volume management strategy Define error handling procedures Define communication and escalation procedures Plan for periodic check on job scheduling. and integrated into the monitoring procedures and alert mechanisms and checked that it was successfully fulfilled. The main benefits of job scheduling management are the automation and acceleration of business processes and the prevention of business process interruptions. This request needs to be planned. The customer system will be validated for the Job Scheduling Management standard based on the following checks:   Prerequisite: Root Cause Analysis standard in place Maintain job documentation – technical parameters. The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization. scheduling restrictions Configure central job scheduling tool – SAP Central Process Scheduling (CPS) by Redwood Implement workflow for job request – request creation  request approval  scheduling of job   21 .

). Solution documentation functionality provided through SAP Solution Manager provides the central point of information that can be used for changes or support activities. and Business Process and Interface Monitoring standards are in place Create data consistency monitoring cockpit in Solution Manager Identify inconsistency check report for monitoring Define error handling procedures Define thresholds for alert triggering Schedule consistency report Define monitoring activities       Custom Code Management The key to Custom Code Management is awareness and constant optimization of the quantity and quality of custom solutions. Set up monitoring of background jobs through Computing Center Management System (CCMS). Business Process Monitoring. their impact on business processes. The focus is on achieving optimal operability. The customer system will be validated for the Data Integrity and Transactional Consistency standard based on the following checks:  Prerequisite: Root Cause Analysis. Depending on customer specific parameters and requirements (like data volume. IT operations has to ensure the on-going daily check procedures as well as recovery mechanisms to rebuild after a failure situation potentially caused by hardware errors. etc. SAP’s given standards need additional implementation focus to ensure end-to-end transactional consistency and correctness. maintainability. 24x7 operations. System Monitoring. The Custom Development Management Cockpit provides possibilities for identification of obsolete customer objects and especially for a change impact analysis that helps to optimize efforts in case of technical upgrades or business functionality innovation with enhancement packages. 22 . user error. data manipulation. system resources. etc. and supportability of custom developments. and/or external scheduling tools Data Integrity and Transactional Consistency SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end-to-end across the different business applications. and their technical severity. SAP CPS.

Together. they will establish a regular meeting to facilitate topics and issues and strengthen the relationship between the parties. A governance structure and regular meeting schedule must be established to satisfy the criteria. The partner’s integration to SAP at the management level will occur via the partner’s program lead with the assigned partner manager from SAP. Jlin) Strategy and tool for custom code clearing analysis Custom code usage analysis report in Solution Manager using Solution Documentation Assistance (SoDocA) or CDMC     Standards not considered for Certification in Run SAP Operations The following standards are currently “off the table” in regards to criteria for certification: The partner may be required to exhibit its knowledge about any of these standards in the future as a means for recertification.The customer system will be validated for the Custom Code Management standard based on the following checks:  Custom Development Management Cockpit (CDMC) configured in SAP Solution Manager Management  Incident  Upgrade Documentation of custom codes in SAP Solution Manager business process  Security structure Definition of quality standards to be followed during custom code creation and quality checking tools usage (Code inspector. 23 . GOVERNANCE A communication and knowledge-owner structure within the partner organization is essential for quality operations via Run SAP.

A regular meeting schedule must be agreed between the Run SAP Program Lead from the partner and the SAP Partner Manager. 24 .

The result is a plan for how the partner and SAP will work together and the partner to reach certification. In this way. the Partner Enablement Agreement must include validation services from AGS. a Partner Technical Advisor (PTA) will be assigned from AGS and he will assist in project planning and scheduling services from AGS. The partner is asked to share information regarding their delivery organizational structure. This plan may include services provided from SAP Active Global Support (AGS) to help up-skill and enable the partner on the E2E standards and implementation delivery. the partner can receive services from AGS to skill partner resources. 25 . These options will be presented and discussed during the Run SAP Workshop. whether through traditional classroom training via empowering workshops and/or hands-on implementations via enablement services. competencies. The partner is required to purchase service days and the pricing and details are included in the contract. PARTNER ENABLEMENT AGREEMENT The partner may choose to enter into an engagement with SAP AGS to help facilitate the Enablement work stream (see below). If a contractual agreement (“Partner Enablement Agreement”) is reached. During the workshop the partner will learn more details regarding the E2E standards and the certification program itself.CERTIFICATION PROCESS DISCOVERY WORKSHOP A Run SAP Discovery workshop is the first step in the process to become certified in Run SAP operations. In addition. and customers. At a minimum. The validation services are provided remotely from AGS to ensure that the standards have been implemented accordingly and with feedback to the partner. the PTA will be the technical go-to person from SAP for the project.

the partner is expected to show how it has enhanced its existing operations processes and procedures 26 . Project structure. For the Adoption work stream. one for each of the three work streams. At a certain point the partner will provide the completed checklist to the partner manager and the audits will be planned. The partner manager will use the completed checklist as a guideline for questions and feedback during the audit. an audit web session will be scheduled. reporting. Otherwise. if the Partner Enablement Agreement scope contains no empowering workshops or enablement services. Adoption 3. The partner manager will introduce the PTA in the kickoff meeting and detailed planning for AGS delivered services and customer base selection will take place.WORK STREAMS The partner and the assigned partner manager from SAP Active Global Support work together in three workstreams to achieve the partner certification: 1. a formal kickoff meeting will be scheduled. for example. Business Development An initial meeting will be scheduled by the partner manager to review and plan how the criteria will be satisfied. and service delivery are facilitated through the PTA. AUDIT & CUSTOMER VALIDATIONS A checklist will be provided to the partner to document how it has satisfied the criteria in the five categories:      Adoption of Run SAP Methodology Go to market People certification and training Implementation of E2E Solution Operations Standards to Customers Governance Please refer back to the appropriate section in this program guide for each category’s details. Enablement 2. Typically. the partner manager will schedule touch points throughout the certification process to make sure the partner is on track for each of the work streams. If a Partner Enablement Agreement has been signed.

A key component of the certification in Run SAP operations is the requirement that the partner “proves” his knowledge of Run SAP and the E2E standards by implementing them at a customer base. SAP AGS will validate these customer systems as the audit check for this criterion. The partner would show this from the actual system. A final validation report with a green light must be attached to the checklist for final submission. Subsequent certification periods (“recertification”) are two years. If the partner is initially certified in the second half of a calendar year. year + 2. the certification period lasts until December 31. and branding/usage guidelines will be sent to the partner. emphasizing the areas modified for Run SAP. Certification in Run SAP operations is granted for two years. ending on either June 30 or December 31. 27 .for the E2E standards. PowerPoint slides may be used to guide the web session but will not be enough for demo purposes. CERTIFICATE & LOGO After passing the audit. SAP will ask that the partner complete a reference slide and the partner name and logo will be added to the relevant SAP partner websites. the partner manager may request that the partner provide missing information and/or updates to partner documents within a certain timeframe. the Support Partner agreement will be executed and the certificate. the certification period lasts until June 30. Please refer to the next section “Recertification” for additional details on this process. The services provide a knowledge transfer component so that the partner can understand what topics may need to be addressed and what changes may be required to the customer system. logo. If the partner becomes initially certified in the first half of a calendar year. In case of incomplete information or outstanding questions. pulling up real documents and describing how they are used from a day-to-day basis. The validation services are provided remotely and a PTA will be assigned to schedule and coordinate delivery. year + 2.

year + 2.RECERTIFICATION CRITERIA The partner certification term is 2 years. the certification period lasts until December 31. If the partner becomes initially certified in the first half of a calendar year. The standards to be validated will be agreed between the partner and SAP.  People certification and training Maintain the minimum number of certified resources as indicated in the SAP Support Partner Program Guide for the initial certification. The validations will check that the standards have been implemented according to the SAP solution operations standards. the criteria are along the 5 areas:  Adoption of Run SAP Methodology A summary of IT-related operation materials that have been created or enhanced for Run SAP since last Operations certification. Subsequent certification periods (“recertification”) are two years. If the partner is initially certified in the second half of a calendar year. year + 2. Similar to when the partner became initially certified. In particular. The standards are validated from SAP via remote services provided from SAP AGS. the certification period lasts until June 30. valid for those partners whose certification term ends June 30 or December 31 that year. The delivery of validation services requires the purchase of 28 . The numbers required are based on a percentage of your SAP Delivery organization. ending on either June 30 or December 31. Refer to “People Certification & Training” section above.  Go to market A summary of marketing materials that have been created or enhanced for Run SAP since last Operations certification. Recertification criteria will be published by January 31 of each calendar year. Previously validated standards will not count. show how the newest E2E standards – Custom Code Management and Security Management – have been adopted into your IT operations.  Implementation of E2E Solution Operations Standards to Customers o Customer Validations Partner is to continue to demonstrate its expertise and knowledge by choosing customer systems for SAP to validate.

Run SAP implementation certification) are not valid. Once passed. An audit will be scheduled where the partner can demonstrate how it has met the criteria. The quotes may be anonymous but each must be publishable on the SAP Service Marketplace. and other details are described in the agreement. A validation report with a green light indicates a successful validation and must be attached to the checklist for recertification.e. A partner wanting to become recertified must use service days from an existing agreement with SAP or enter into a new agreement and purchase service days. pricing. a new certificate with logo and branding/usage guidelines will be sent to the partner.  Governance Same roles and ownerships must continue to be in place as from the initial certification. The partner will fulfill the recertification requirements and document them in the recertification checklist. PROCESS The process to be recertified is similar to the process from initial certification. Refer to “Governance” section above for details. Quotes published in a prior year or for another Run SAP certification (i. 29 . o Customer Quotes/Successes As proof of partner’s successful Run SAP operations practice..service days from SAP AGS. Service delivery. the partner will be required to provide four customer external quotes or success stories (submitted by partner and approved by SAP) for recertification.

product strategy. SAP NetWeaver. and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Duet. or non-infringement. Data contained in this document serves informational purposes only. xApp. special. SAP NetWeaver. Die 30 . PartnerEdge and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. indirect. The information contained herein may be changed without prior notice. and/or development. Alle anderen in diesem Dokument erwähnten Namen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. The statutory liability for personal injury and defective products is not affected. developments. xApps. SAP Business ByDesign. SAP Business ByDesign. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. SAP does not warrant the accuracy or completeness of the information. ByDesign. fitness for a particular purpose. links. Duet. including but not limited to the implied warranties of merchantability. The information in this document is proprietary to SAP. SAP. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. die Eigentum anderer Softwarehersteller sind. SAP. ByDesign. SAP assumes no responsibility for errors or omissions in this document. R/3. zu welchem Zweck und in welcher Form auch immer.Copyright 2012 SAP AG All rights reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. This document is provided without a warranty of any kind. graphics. SAP shall have no liability for damages of any kind including without limitation direct. xApp. or other items contained within this material. Einige von der SAP AG und deren Vertriebspartnern vertriebene Softwareprodukte können Softwarekomponenten umfassen. or consequential damages that may result from the use of these materials. National product specifications may vary. This limitation shall not apply in cases of intent or gross negligence. This document contains only intended strategies. ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. xApps. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. text. R/3. PartnerEdge und andere in diesem Dokument erwähnte SAP-Produkte und Services sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Ländern weltweit. either express or implied.

Alle Rechte vorbehalten. 31 . SAP übernimmt keine Verantwortung für Fehler oder Auslassungen in diesen Materialien.. hinsichtlich der Gewährleistung der Marktgängigkeit und der Eignung für einen bestimmten Zweck sowie für die Gewährleistung der Nichtverletzung geltenden Rechts. Grafiken. SAP übernimmt keine Haftung für Schäden jeglicher Art. aber nicht ausschließlich. -entwicklung einzuschlagen. Dieses Dokument enthält nur vorgesehene Strategien. spezielle. einen bestimmten Geschäftsweg. Die gesetzliche Haftung bei Personenschäden oder die Produkthaftung bleibt unberührt. Die Informationen. eine Produktstrategie bzw. einschließlich und ohne Einschränkung für direkte. Die in diesem Dokument enthaltenen Informationen sind Eigentum von SAP. bereitgestellt. Dieses Dokument ist eine Vorabversion und unterliegt nicht Ihrer Lizenzvereinbarung oder einer anderen Vereinbarung mit SAP. Produkte können länderspezifische Unterschiede aufweisen. und SAP unterstützt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewährleistungen oder Zusagen über Internetseiten Dritter ab. Texte. auf die Sie möglicherweise über die in diesem Material enthaltenen Hotlinks zugreifen. weder ausdrücklich noch stillschweigend. unterliegen nicht dem Einfluss von SAP. Entwicklungen und Funktionen des SAP®-Produkts und ist für SAP nicht bindend. Links oder anderer in diesen Materialien enthaltenen Elemente. Diese Publikation wird ohne jegliche Gewähr. a. indirekte oder Folgeschäden im Zusammenhang mit der Verwendung dieser Unterlagen. SAP garantiert nicht die Richtigkeit oder Vollständigkeit der Informationen. Diese Einschränkung gilt nicht bei Vorsatz oder grober Fahrlässigkeit.Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Dies gilt u.

Sign up to vote on this title
UsefulNot useful