Run SAP like a Factory –

Establishing an Operations Control Center
SAP Active Global Support

Agenda
What is Run SAP Like a Factory
• Operations Control Center

Building Blocks of Run SAP like a Factory
• Central Monitors
• Event Management
• Continuous Improvement

Deployment of Run SAP like a Factory
Appendix – Detailed Features

© 2012 SAP AG. All rights reserved.

2

What is
Run SAP like a Factory?

The objective is to operate SAP with minimal costs and effort. content. © 2012 SAP AG. This is achieved by creating transparency what is going on.Run SAP Like Factory – Program Definition 1st Perspective Run SAP Like a Factory is SAP’s approach to efficiently operate and continuously improve SAP Business Solution operations. All rights reserved. 4 . Further aspects are simplification. and tools combined with premium service and trainings. standardization and automation of operational procedures. and by implementing a continuous improvement process. by operating pro-actively based on alerts. Run SAP Like Factory provides the methodology. Available for SAP Premium Engagements like SAP MaxAttention and SAP Active Embedded.

Build Execution Build Mgmt Change Test Mgmt Test Execution Release & Deployment Mgmt Deployment execution Application Lifecycle Management 5 . All rights reserved.Run SAP like a Factory as part of IT Management 2nd Perspective IT Service Management Enhancement Incident Business Requirement Service Request Problem Portfolio Minor Release Urgent Change Request for Change Single Source of Truth Project IT Portfolio and Project Management Major Release Design Mgmt Event Management and Continuous Improvement Business Process Monitoring and Analytics Technical Monitoring Run SAP like a Factory © 2012 SAP AG.

Guided Procedures for Resolution of Exceptions Two FTE’s to run the solution © 2012 SAP AG.  Expert Tools for root cause analysis and problem resolution 6 . All rights reserved.Run SAP like a Factory & SAP Solution Manager 3rd Perspective Reports & CIO Dashboard Demonstrate Value to the Business Manage Operational Efficiency  Does IT help the business to grow?  Is IT on top of projects and operations?  Is the business using the IT solution?  Budget. capacity and skill development on track?  Is business continuity guaranteed?  Is business throughput as expected? Operation Control Center  Selected auto refreshed status monitors  Autodiagnosis of core business process health and system landscape  Two Operation Experts required per shift Work Centers  Exceptions are Auto-discovered.

7 . All rights reserved. Level Support Operations “Team” Operations Control Center 2 FTE per shift Functional Support Team (2nd Level) Application Middleware SAP Basis & IT Infrastructure © 2012 SAP AG.Operations Control Center From a Siloed to a Centralized Operations Approach Business Process Owner End User Key User Business Process Owner End User Key User Functional Support Team (2nd Level) Application Middleware SAP Basis & IT Infrastructure Operations “Team” 1 st. Level Support 1 st.

All rights reserved.Run SAP Like Factory – Operations Control Center 4th Perspective Operations Control Center (OCC) Central Monitors/ Dashboards Act Application Operations Status Core Business Processes Status Business Users Plan Check Do IT Infrastructure Operations Central Alert Inbox Status System Components Event Management Problem Management Change Management Business Process Operations Continuous Improvement Process (re-active / pro-active) Incident and Problem Management © 2012 SAP AG. 8 .

Run SAP like a Factory – Layers to be considered Business Process Layer SolDocu Application Layer ABAP LMDB IT Infrastructure Layer CMDB © 2012 SAP AG. J2EE Solutions Business Processes Business Process Steps and Interfaces Business Process Operations End-Users scenarios Interfaces & Jobs Products & Applications Systems & Scenarios Databases & Operating Systems Application Operations Physical & Virtual Hosts Printers Disks & Storage Network devices IT Infrastructure Operations 9 . All rights reserved.

who work on the alerts in a guided way (Event Management).Description An Operations Control Center (OCC) consists of:  A set of central monitors. including important business and technical exceptions. which optimizes the overall operational setup depending on newly identified requirements. The guiding principle is to demonstrate value to business and IT. 10 .  A Continuous Improvement process. and which triggers and correlates alerts in case of problems.  A small team of operators. © 2012 SAP AG. The alerts are bundled in an alert inbox.  The central monitors are used for:  Alerting: Enabling pro-active SAP operations via Event Management  Monitoring: Presenting the current status. and supporting problem analysis  Reporting / Dashboards: Providing transparency to all involved parties  An infrastructure. which permanently report the status of the business processes and related IT landscapes.Operations Control Center . which pro-actively monitors the solution 24x7 without manual effort. All rights reserved. Non-SAP can be included as well.

by orchestrating technical and business process related monitors into a central support environment (including Non-SAP). Efficiency Optimization Pro-Activeness Stability © 2012 SAP AG.Motivation for Run SAP like a Factory Benefits & Challenges Goal Transparency Benefit Challenge Global transparency for business processes and IT landscape components …get central insight if business processes work as expected and all IT landscape components are operating with best performance – via expert and IT Operator monitors. Smooth & reliable processing of core business processes …come to a more stable business solution (end-to-end). to make support experts work on these even before end users are reporting an incident. Introduce analysis support by Guided Procedures. document. Higher end user satisfaction & faster business processes …identify... Reduced IT support process costs . and correct severe problem areas and negative business performance trends. 11 . analyze. standardize and automate administrative tasks and procedures. All rights reserved. and via dashboards and reports. Identify issues before the business is impacted …ensure that issues are automatically detected and reported 24x7. by introducing a Continuous Improvement process.

2 Create transparency about these challenges – by setting up central monitors and a standardized monitoring process 3 Improve the initial setup. All rights reserved. and SAP operations in general – by implementing a continuous improvement process 12 .OCC – General Implementation Concept 1 Understand current operational challenges by answering the question: While operating SAP. what creates pain to the Business / to IT. and why? © 2012 SAP AG.

The most important and urgent challenges (or parts of it) should be already addressed in the start setup of the OCC. All rights reserved. Unspecific “standard setups” should be avoided at all (although there are common building blocks of an OCC). by focusing on critical operational areas. Understand Current Operational Challenges The general concept of an OCC is to provide immediate value to business and IT. 13 . it is a critical success factor of having a detailed understanding of:  The business / IT support processes and challenges  Business process criteria and KPIs  Related IT criteria KPIs is required. For this purpose. © 2012 SAP AG. The OCC start setup does not target towards “completeness”.1.

context and history data is often missing. with integration point into incident management. All rights reserved. Creating central transparency means:  For the identified problem areas.  The data is being used within the OCC for: – – – . monitoring data is continuously collected 24x7. . and future trends.Reporting / Dash-boarding: Usage-specific reports and dashboards for all IT management levels clarify on history. or technical administration. . the central monitoring data helps speeding up the analysis process. which leads to a significant efficiency gain. and transparency on the root cause. Integration points exists into various other IT support processes like capacity management. The central alert based monitoring process is a core OCC process.Monitoring: In case of a problem.2. with integration into problem management. and displayed in monitors and on large screens within the OCC. 14 .Alerting: Establish an automated and highly standardized operator driven alert monitoring process. Create Central Transparency Operational challenges are usually fuzzy problems. © 2012 SAP AG. stored in a central place.

Continuous Improvement To adapt the OCC. and SAP operations as a whole to newly identified challenges. a Continuous Improvement process is being implemented as a core OCC process. The standardized process:  Identifies improvement needs and opportunities  Analyzes the root cause  Provides improvement proposals based on facts  Initiates and tracks change proposals  Measures the success of the improvement. which greatly vary in the level of complexity (from a simple technical configuration change. The initial scope depends on customer requirements. © 2012 SAP AG. There are several common improvement scenarios in the SAP environment. However. IT organizations tend to be static in its nature. Continuous Improvement therefore requires support and commitment from C-Level management.3. 15 . Continuous Improvement enables and requires flexibility. to an adjustment of a complex business process). All rights reserved.

All rights reserved. 16 .g.g.The Control Center Room – Characteristics One physical room providing transparency about the operational status of the SAP solution Large TV screens visualizing key information and incoming alerts Space for more experts in case of severe issues (e. escalations) Detailed monitors and tools for troubleshooting Space for related teams (e. Service Desk) for short communication lines Small team of IT Operators taking immediate action on alerts © 2012 SAP AG.

17 . tailored to customer specific operational needs.  All information on the alert context. © 2012 SAP AG.  Turn to red – meaning trigger alerts . to provide detailed information to all IT support levels (from IT Operators to the CIO). is provided there. All rights reserved.  The alert inbox is the first place to start for IT Operators. and presented on large screens in the Operations Control Center.  Reports and dashboards.in case of major business exceptions and technical problems.  Provide full transparency about the status of the core business processes and the IT landscape. SAP Solution Manager 7.The Central Monitors / Dashboards The central monitors / Dashboards:  Address key operational pain points customer may have – because they are designed per customer. and what to do first.  Are running in auto-refresh mode.1 is a Must-Have to establish the concept.

 The proposals are tested and fine-tuned (DO phase).  The results are checked. the customer will gain a significant improvement quality (both Business Process and IT Support related). provides an As-Is/To-Be determination. and a new standard is being defined (STUDY phase). documents and judges on the case.  The new standard is implemented.Continuous Improvement The Continuous Improvement process (PDCA example):  Identifies improvement areas. and the results are checked against To-Be state (ACT phase). Restore/ Improve Service Act Plan Check Do 18 . run a detailed root cause analysis. © 2012 SAP AG.  SAP sees the Quality Managers for Business Continuity and Business Process Improvement as the main responsibles for driving the process. Overall.  The process can be triggered by information from the Central Monitors. All rights reserved. and collects improvement proposals (PLAN phase).

All rights reserved. 19 .Innovation Control Center and Operation Control Center Integration with Mission Control Center Innovation Control Center Operations Control Center Build SAP like a factory Run SAP like a factory  Reduce implementation cost  Improve business continuity  Reduce time to value  Higher degree of automation  Better business performance  Smoothen transition to operations  Reduce total cost of operations  Avoid unnecessary modifications Customer SAP Solution Manager SAP Mission Control Center Enhanced Back Office  Direct access to unmatched expertise from SAP and ecosystem  Fast issue resolution © 2012 SAP AG.

 Leads to a more stable business solution.sap. For more information.com/runfactory © 2012 SAP AG.  Leads to a continuous improvement of your SAP solution. thus leading to higher business user satisfaction.  Changes your operational approach from re-active to a pro-active mode.  Demonstrates value to Business and IT. please see SAP Service Marketplace: https://service. 20 . All rights reserved.  Helps you increasing your IT support efficiency.Run SAP like a Factory .Summary Run SAP like a Factory:  Provides transparency about the operational status of your SAP solution.

Building Blocks of RunSAP like a Factory • Central Monitors • Event Management • Continuous Improvement .

Central Monitors Alerts Business Process X Business Process Y IT component A IT component B CIO KPI XX © 2012 SAP AG. Requirement 1) Event Management Incident Management Central Monitors Requirement 2) Requirement 3) Trends Continuous Improvement Reports / Dashboards e. Capacity Management Change Management 22 .g. All rights reserved.

The need to automatically monitor the availability of critical IT Landscape components. Identify and understand your most urgent requirements 2.g. Address those urgent requirements in the first iteration of the Central Monitors 3. The CIO request to track. The monitor content needs to be defined based on customer requirements – it is customer specific.  Requirements may come e.Central Monitors .  The RSLAF Workshop is a first step to identify and document those requirements. or via the Continuous Improvement process. All rights reserved. for instance the technical monitoring of the availability and performance of IT Landscape components.  There is monitoring functionality which is a Must-Have to be included in the Central Monitors (if not covered elsewhere). from:     A certain core business process. 23 . Optimize the initial setup either due to a phased implementation approach. A complete shift of re-active SAP operations towards a pro-active approach.Definition Central Monitors:  Collect and provide information from SAP (Application Operations and Business Process Operations) and Non-SAP. whose status and performance need to be monitored.  Roadmap: 1. report and improve a certain success KPI. © 2012 SAP AG.

All rights reserved.Application Operations – Functional Areas Value-Add functions Data Volume Management RSLAF Roadmap Service Must-have functions System Monitoring DVM Potential Analysis DVM Project Reporting SAP Standard Templates Support of all technologies Extended Monitoring/RCA & EMC Extended System Monitoring Extended Root Cause Analysis Exception Management Cockpit Technical Analytics Technical KPI Reporting Management Dashboards ABAP J2EE Interface & Connection Monitoring RCA & Conf. 24 . Validation Interface Channel Monitoring Connection Monitoring E2E Root Cause Analysis Configuration Validation End User Experience Monitoring End User Experience Monitoring including E2E Trace Analysis Scenario Monitoring Technical Administration & GP‘s Process Integration Monitoring Business Intelligence Monitoring Prerequisite for Application Operations © 2012 SAP AG.

Business Operations Control Center Reduce cross-LoB related business process exceptions Master data Customizing User handling Process template adherence Reduce business related business process exceptions Revenue Inventory Supply Chain planning Period End Closing 25 .Business Process Operations – Functional Areas IT Cross Database Comparison Business Process Monitoring Business Process Operations Dashboards JSM Health Check BPMon Trend Analysis Business Process Analytics Reduce IT related business process exceptions Interfaces Background jobs Technical Performance Data Consistency © 2012 SAP AG. All rights reserved.

All rights reserved. 26 .0 ALM © 2012 SAP AG.Integrated IT Service Management and Application Lifecycle Management SAP Solution Manager integrates Application Lifecycle Management and IT Service Management processes on a single platform.01 SAP Solution Manager 7.1 (with full SAP CRM stack!) ITSM SAP Solution Manager 7. CRM 7.

pinkelephant.htm 27 .com/PinkVERIFY/PinkVERIFY3-0Toolsets.SAP IT Service Management ITIL®-compliant IT service and support processes Incident & Service Request Management Service Level Management Externally verified IT service and support processes Problem Management  Service Request Management Customer InstalledBase & Object Management Change Management Knowledge Management  Incident Management  Problem Management  Change Management  Knowledge Management  Installed-Based & Object Management (for Configuration Management)  Service Level Management * pricelist component © 2012 SAP AG. All rights reserved. Source: https://www.

IT Service Desk Enhance Productivity of IT Service Desk Agents IT Service Desk Provide IT service desk agents with an easy-to-use application interface with integrated communication toolset  Intuitive UI grants access to all processes and functions which are necessary for the agent to provide best-in-class IT services Benefits  Easy-to-use application for rapid adoption with minimal training  Empower IT service desk agents with powerful tools and information  Increase customer satisfaction and service transparency © 2012 SAP AG. e-mail. and routes communication to agents  Inbound communication processing and contact management enables agents to receive customer requests via phone. interactive scripts and surveys as well as automated navigation 28 . for example by integrated solution e-mailing  Agent guidance supports IT service desk agents with rule-based alerts. defines routing rules.  Communication management queues inbound communication. fax. or chat. All rights reserved. and to identify the customer and affected configuration item  Integrated solution search enables fast and professional solution provisioning.

optionally it can trigger follow-up processes such as recording of working time. All rights reserved. billing. etc.  Incident creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management  Incident classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion  Solution provisioning helps the support staff to search for relevant knowledge articles in the knowledge repository and to deliver the best solution to the end user  Incident completion closes user requests and notifies users. 29 .Incident Management Increase Efficiency of Responding to User Requests Incident & Service Request Management Service Level Management Problem Management Incident Management Provide IT service desk agents with an easy-to-use application interface with integrated communication toolset Customer InstalledBase & Object Management Change Management Knowledge Management Benefits  Increase IT support productivity  Deliver the best solution in a timely manner  Enhance customer satisfaction © 2012 SAP AG.

e. optionally based on system proposals. known error  Incident references establishes relationships.Problem Management Investigate and Resolve Issues in the IT Infrastructure Problem Management Investigate. optionally it can trigger followup processes such as recording of working time. billing. etc.  Problem classification categorizes problems based on multi-level categorization and problem class. All rights reserved. 30 . and document issues in the IT infrastructure as well as workarounds or solutions to them  Problem creation captures all relevant information with regards to the issue. resolve. including the links to all related incidents Benefits  Document problem investigation in detail  Speed up incident resolution  Make investigation results available to all relevant parties  Provide detailed information to change management © 2012 SAP AG. to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved  Problem closure documents the outcome of the investigation and triggers follow-up activities such as creation of knowledge articles for the solution repository.g.

SAP IT Service Management on SAP Solution Manager Integrated IT Support processes IT Service Management Incident Management Monitoring & Alerting Problem Management Root Cause Analysis Impact Analysis Change Management Knowledge Management Deployment Management Test Management Application Lifecycle Management © 2012 SAP AG. All rights reserved. 31 .

All rights reserved. Create tasks Provide solution & Update Incident(s) Handover to Change Mngmt.Incident and Problem Management Business User Create Incident message IT Support 1st Level Search solutions & Dispatch IT Experts IT Support 2nd Level Analysis Handover to Problem Management Create Problem message Lock related incidents Deep issue investigation Multiple inbound channels Create notifications © 2012 SAP AG. Create Request for Change Create Knowledge Article 32 .

First IT Operator action … Alert is confirmed 33 . documentation and guidance is being provided in the alert details. Service Desk interface) with the Incident Management process is therefore desired.  The IT Operator action starts from the individual alert. Deep integration (process wise.Event Management Event Management:  Event Management ensures Business Processes and IT Landscape components are continuously monitored. The structured process defines what happens between alert arrival. All rights reserved. the alert is transferred into an incident for next level support to process.  In case the alert reason cannot be solved. Context information. Potential transfer towards Incident Management Documentation and guidance on first analysis per alert type Alert arrives in the alert inbox © 2012 SAP AG. and alert closure.

All rights reserved.Dependencies Guided Procedures Skills Documented Analysis Procedures Responsibilities IT Operators Operator Tools Event Management Alerting Task Management Notification Management Incident Management © 2012 SAP AG. 34 .

Manual Event Management Process . All rights reserved.Example © 2012 SAP AG. 35 .

In that sense. or improvement. but not more.  Event Management as such does not any generate value.Introduction As an essential part of an OCC. © 2012 SAP AG. which is not available for innovation. It just keeps the system running (which is a fair customer expectation anyway).“Continuous Improvement” . SAP positions the “Continuous Improvement Process”. 36 . Continuous Improvement is often missing in customer IT: Setting it up in a right way – and supported by central monitors . Motivation for a “Continuous Improvement” process:  A static setup of central monitors (and a corresponding static setup of an IT support organization) appears to be insufficient to address new upcoming problems and challenges in a highly dynamic business world.  Continuous Improvement addresses improvement items which are really hurting the business. in a structured way. Event Management costs money. All rights reserved.brings large value to the customer.

Delivery (customer valued) processes are constantly evaluated and improved in the light of their efficiency. All rights reserved.com © 2012 SAP AG. or DMAIC.Continuous Improvement Theory Continuous Improvement:  Definition: “Is an ongoing effort to improve products. These efforts can seek "incremental" improvement over time or "breakthrough" improvement all at once. and define new standard Act: Implement the new standard Plan Check Do 1): Wikipedia. services. 37 . Act  The simple PDCA cycle is like this:     Plan: Plan the improvement sequence Do: Test quickly first ideas in reality Check: Check the results. or processes.”1)  There are several Continuous Improvement theories like PDCA (Deming). effectiveness and flexibility.

number and complexity of the change items being triggered…: • • Within the individual phases (e. there are usually several different process scenarios. number of people involved. © 2012 SAP AG. complexity. Obviously. Find and establish a limited set of process scenarios. there are similar activities concept wise (“Running Root Cause Analysis”). which greatly vary in the number of process steps. The aim is to: • • Make the customer familiar with the general Continuous Improvement concept.Continuous Improvement – With SAP The Continuous Improvement process in an SAP centric environment follows the same general structure. Although one can speak about THE Continuous Improvement process. 38 . which bring immediate value to the customer. processing time. the holistic analysis for a complex business process is a more advanced procedure than the analysis of a single program. “PLAN phase”).g. All rights reserved.

The Four Phases – More Details

Implementation of the new
standard
Measurement of success

Identification of areas which require
improvement

Root Cause Analysis

As-Is / To-Be determination

Problem description, judgment, and
prioritization

Collection of improvement proposals

Act
Plan

Check

Do

Early try and test

Concept check and validation

Development of the new
standard

Judgment on efforts and
benefits

Optimization of the proposal

Plan for changes

© 2012 SAP AG. All rights reserved.

39

Continuous Improvement - Involved Roles

Technical and functional support
experts

Developers

IT Architects

QM for BC and QM for BPI

Act
Plan

Service Desk Analyst

OCC team lead

QM for Business Continuity and QM for
Business Process Improvement

Technical and functional support experts
and team leads

IT Architects

Business Process Experts & Champions

Check

Do

QM for BC and QM for BPI

Business Process Champions &
Experts

Technical and functional support
experts

Developers

IT Architects

CAB

© 2012 SAP AG. All rights reserved.

40

Example – Continuous Improvement
Business Process Improvement Methodology

BP Analysis by
Control
 BP Monitoring should
show no red alerts
 BP Analytics Trend
Analysis should show
decreasing trend

Implement
Create Action Plan &
Execute Action Items

© 2012 SAP AG. All rights reserved.

Define
Decide on Work Streams/ Processes
to start with

Measure
Set up BP Analytics

Analyze
Root Cause Analysis

41

Business Process Improvement Standardized Methodology with Business Process Analytics 2 1 Get Global Transparency 3 5 4 6 Identify Root Causes (RC) Perform Detail Analysis 8 7 Define Action Plan © 2012 SAP AG. Identify Poten. All rights reserved.tial for old Data Reduction Identify Org Units to be analyzed Create Frequency Diagram of RC 9 Visualize Impact on Benefit/Value Categories Control Achievements via Trend Analysis 42 .

All rights reserved. which are required when setting up an advanced Customer Center of Expertise (CCOE): • The QM for BC is responsible for driving technical improvement items. • • • He / she is in charge of providing status information of the productive SAP solution. 43 . • • He / she has established interface to the business units.sap. and to propose improvement proposals. and to propose improvement proposals.com/coe © 2012 SAP AG.SAP Quality Managers The Quality Managers for Business Continuity (BC) and Business Process Improvement (BPI) play a significant role in the Continuous Improvement process. He / she should be able to set up the required team for analyzing technical items in detail. The QM for BPI is responsible for driving functional improvement items. These are two QMs out of four. A detailed role description can be found at https://service. He / she should be able to set up the required team for analyzing functional items in detail. and can bring into the process resources from the business.

Overview RSLaF Organization and Roles Operations Control Center. Enterprise Architecture 3rd Level Support IT Infrastructure IT Innovation Control Center ALM . Key User Change Advisory Board Portfolio & Program Management Office (PMO) Integrated Quality Management 4 Operations Control Center SAP MCC 1st Level Support 1 Integration Validation 2 Business Process Operations (Functional Support Teams) Application Operations (Middleware /Technical Support Teams) Run SAP Like a Factory . All rights reserved. and Operations Support Business Global Business Process Champion Regional Business Process Champion End User. Project Support.Team Quality Manager for Business Process Improvement SAP Mission Control Center 44 .Team 1 Quality Manager for Business Continuity 2 3 IT Operators 4 © 2012 SAP AG. Application Project Teams Custom Development CTO / Innovation.

Run SAP Like a Factory Deployment .

Data Consistency… 1 1 Starting Point: Basic Configuration Time © 2012 SAP AG. Jobs. alerting and incident management… 46 . All rights reserved.Exploitation Strategies Customer individual path to better operations 3 3 Operations Control Center  Central monitors Value  Continuous improvement process 2 2  Business process Monitoring. Interfaces. Business Process Application  System monitoring.

Delivery Model Example Demand / Opport.Run SAP Like a Factory . All rights reserved. Service EoDs 47 . Program Positioning Set-Up CW1-4 360º Opportunity Identification Benefits Proposal KPI Framework Management Approval KPI Target RSLAF Workshop CW5-6 Management buy-in CW7-10 CW 11-15 Improvement CW16-20 Roll Out KPI Result CW21-40 Improvements KPI Result Kick-off AppOps Roadmap Service Sign-off Program Management Improvements identification Program Plan BPOps Roadmap Service Continuous Implmentation / Enterprise Roll-Out Project Phase 1 Project Phase 1 Project Phase 1 Project Phase 2 Project Phase 2 Project Phase 2 Customer effort Service Service EoDs EoDs © 2012 SAP AG.

 Customer investment is required for initial setup of the central monitors. The initial setup should already address major operational pain points right from the beginning. and system stability. Effort Efforts for Setting Up and Running an OCC Initial setup Initial OCC optimization Ongoing continuous improvement Time OCC GoLive Investment Phase Payback Phase 48 . and the central monitors.  Once set productive.  Customer will soon reach the payback phase. resulting in many changes of both coding. where the effort strongly decreases. A large return of investment is given by a much higher IT service quality. © 2012 SAP AG. the OCC may uncover significant improvement potential. All rights reserved.

to initially populate the project structure skeleton. and are available as HTML content which can be displayed in a browser. Business Process Operations. • Accelerators help performing a certain step. transaction RMMAIN). and OCC: • The roadmaps describe the sequence of activities to be performed in a certain implementation phase.OCC Implementation Project Roadmap Implementation details are described in the three project roadmaps for Application Operations. • The roadmaps are part of ST-ICO (implementation content of SAP Solution Manager. All rights reserved. © 2012 SAP AG. 49 . • The roadmaps can be exported to MS Project.

OCC in an hosted environment .Appendix .

51 . which are often not fulfilled by the hosting partner • Very high customer expectations. shared knowledge and resources. standardization. Drill-down options from monitors or alerts to quickly identify and understand the problem. All rights reserved. Monitoring data and alerts from SAP Non-ABAB systems. However usually customer needs to open a ticket (re-active mode) Optimization Pro-Activeness • Quality of service depends on the hosting contract Usually lack of operational transpacency Strong demand for gaining transparency („What is my hosting partner doing? What is going on?) • Getting more by paying less money to the hosting partner • No further interest how this is being implemented by the hosting partner • Very high customer expectations. Transparency • Efficiency • • Strong interest to optimize internal processes No interest in optimizing customer solution (contract dependent) • Basic standardized alert monitoring in place. no transparency about the status and action taken so far • Very high customer expectations. which are usually fulfilled by the hosting partner within the boundaries of the hosting contract – but not more Stability © 2012 SAP AG. which are often not fulfilled by the hosting partner • Slow re-active ticket solving. • • • Strong interest to increase internal efficiency by automation.Motivation for Run SAP like a Factory Hosted Scenario Goal Hosting Partner Hosted Customer • • Automated standard reporting and dashboards.

• Happy customer • Low TCO • Full transparency Techncal Functional Partner OCC (PCC) Partner OCC (PCC) • Tight and efficient integration and interaction w/ the hosting partner(s) • Hosting partner is capable and willing to solve as much problems as possible w/o help from SAP 52 . Hosting Partner and SAP SAP’s Perspective Implementation Implementation Partner © 2012 SAP AG.Customer. All rights reserved.

© 2012 SAP AG. can meet and collaborate. • Status of Business Processes • Functional alerts and Business KPIs Customer Partner X (functional support) Own tools for monitoring and incident management SAP • KPI history • Analysis done so far • Expert tools and remote access Partner Y (technical support) Own tools for monitoring and incident management • Status of landscape components • Technical alerts and technical KPIs 53 . SAP as well .  The customer – and. All rights reserved.has full transparency about the analysis status. • Transparency about the operational status • Reports & Dashboards Own tools for monitoring and incident management  SAP Solution Manager helps clarifying who is responsible and in charge for solving a problem. in case the problem cannot be solved.  In future stronger cooperation between the hosting partners will be expected by the customer.Customer SAP Solution Manager as a Central Integration Point  Customer SAP Solution Manager is the only integration point where all parties involved in SAP operations.

g. and this is the customer SAP Solution Manager Partner commitment is to provide a true operational status (via reports and dashboards. 54 .Motivation for Run SAP like a Factory SAP’s Expectation for a Hosted SAP Scenario Goal Transparency Efficiency Hosting Partner • • • There is one integration point for ALL parties. provides the IT Operators). All rights reserved. w/ help from SAP) Integration on alert / incident management level required • High level of standardization and automation (from manually compiled daily health checks towards E2E automation based on alerts) The partner is a joint member of a customer OCC (e. by providing the required data or improvement proposals. RCA done and documented before sending incident to SAP) • • • Optimization Pro-Activeness • Provide business value: Strong will to support the continuous improvement process which is owned by the customer (e. w/ involvement of SAP) Conterpart for the customer QM‘s for Business Continuity and Business Process Improvement • • • Standardized set of central monitors and alert settings to be implemented in the customer OCC From re-active to pro-active operations: Efficient event management process established Full transparency for the customer on alerts and incidents • • Stability and customer satisfaction will increase automatically in case all goals from above are being implemented This gives the hoster a competitive advantage. Clear process & policy for problem management (e. and the opportunity to create premium offerings for hosted scenarios Stability © 2012 SAP AG. depending on the hosting scenario.g.g.

monitors. All rights reserved. © 2012 SAP AG.  As an advanced option. the hosting partner may offer the integration of Non-SAP components into an OCC. the hosting partner may offer the setup of the OCC to the customer (including infrastructure. which can be provided to the hosted customer. dashboards and Balanced Score Cards. tools.  Standardized and automated set of IT reports. This requires a standardized interface between Service Desk tools.Points of Interests for Hosting Partners Hosting partners may have the following points of interest:  Development of an operational template which can be consistently provided to hosted customers. the automated creation of incidents in the Service Desk tool of the hosting partner – based on alerts in SAP Solution Manager – is of particular interest.  As a new business opportunity.  A standardized set of tools which will be used in a defined way in case of RCA (also in agreement with other hosting partners in a multi-provider environment). 55 . and processes). The template may define:  The definition of an integrated event and incident management process.  To increase overall IT support efficiency.  Alert threshold definitions and auto-reactions.

g. ERP) are already live. will be completely replaced by SAP). the partner must react on the IT support changes requested by the customer. functional support is in customers responsibility.  The plan is to derrive a standard setup including packaged customizing settings. e.  Parts of SAP (e. which is classical and XX years old. Change driver  Customer  High expectations from the business. which can be transferred (sold) to other hosted customers as well. Customer is willing to set up a joint OCC. © 2012 SAP AG.  Technical support is being provided by a large hosting partner XYZ.  The customer is very unhappy with the current situation (see next slide). All rights reserved.  The partner already realizes the limitations of the support concept. that SAP overall behaves similar like the old MAINFRAME environment with respect to stability. moving the service desk from BMC Remedy towards Service Desk in SAP Solution Manager  Hosting Partner  It is a key customer in EMEA. MAXATTENTION support contract (pre-condition). performance…  There are major IT support changes already planned.g.Real Live Hosted Customer Example Customer scenario  SAP Retail customer in EMEA. but the customer is still in project mode (large MAINFRAME environment. 56 .

Customer perception is. Portal…) No transparency for alerts. but insufficient for new SAP components (BI. Monitoring suite ok for infrastructure and SAP ABAP components. PI.Hosted Scenario – Start Scenario Customer Hosting Partner Partner Monitoring Suite SAP BI SAP PI SAP ERP • L2 Support … BMC Remedy Limitations • HP SC • • • • • © 2012 SAP AG. All rights reserved. that the hosting partner purely works reactively (no action w/o incidents in HP SC) No transparency for incidents. Manual content / status update only Very slow troubleshooting procedures leading to business dissatisfaction No further benefits from reporting No operational support concept for application support High license cost for BMC Remedy 57 .

RSLAF .Transition Area Item Action Tools Partner Monitoring Suite • • Use partner suite for infrastructure only All SAP related monitoring data will be created. and facilitated by the partner. • Technical operators are payed by the customer. They sit next to L2 technical support – tight integration across teams. 58 . stored. and evaluated by SAP Solution Manager BMC Remedy • Replaced by Service Desk in SAP Solution Manager HP SC • • Replaced by new Partner Service Desk Bi-Directional interface between the 2 service desk tools Central Monitors • • Central monitors showing technical and functional data Technical alerts (manually/automatically) create incidents in Service Desk. All rights reserved. which are forwarded to the new Partner Service desk Event Management • • True Event Management process for technical and functional alerts Customer has full transparency on technical alerts Incident Management • Fully integrated and transparent incident management process – no manual copying between tools Option to pass incidents to SAP Processes • Teams IT Operators © 2012 SAP AG.

All rights reserved. • • • • • Full monitoring of all SAP components Pro-active alerting IT Operators work in an efficient and standardized way on alerts IT Operators act as an additional line of support protecting valuable L2 resources Transparency on alerts Transparency on incidents One data platform for monitoring. troubleshooting.Hosted Scenario – Final Scenario Customer Hosting Partner Partner Monitoring Suite SAP BI SAP PI SAP ERP L2 Support … Benefits • • • • Service Desk SAP Solution Manager Central Monitors Partner Service Desk SAP L1 Support L2 Support © 2012 SAP AG. reporting and dash boards (SAP Solution Manager) Seamless integration with SAP Reduced licensing costs 59 .

during Root Cause Analysis) Reporting Alerting Alert thresholds Auto-reaction for converting alerts into incidents Customizing of the service desk interface (SAP part) Mid term: Queries.g. BW reports and dashboards for reporting Hosting Partner 60 . • MAI templates including a set of KPIs for: Monitoring (e. All rights reserved.Scenario Standardization Customer A Customer B SAP SAP SAP SAP Service Desk SAP Solution Manager Central Monitors Service Desk SAP Solution Manager Central Monitors Standardizing setup for speeding up scenario configuration of the next hosted customer: • • • • • • • • L2 Support L1 Support Partner Service Desk © 2012 SAP AG.

© 2012 SAP AG. SAP assumes no responsibility for errors or omissions in this document. or non-infringement. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. fitness for a particular purpose. 61 . This document is provided without a warranty of any kind. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. including but not limited to. except if such damages were caused by SAP intentionally or grossly negligent. the implied warranties of merchantability. This presentation is not subject to your license agreement or any other agreement with SAP. All rights reserved. either express or implied.