SAP Services

Run SAP Methodology:

How to Implement End-to-End
Solution Operations

CONTENT

^ 4 Executive Summary
^ 5 Why You Need a Methodology for
End-to-End Solution Operations
^ 6 Objectives and Key Deliverables
^ 7 SAP Standards for Solution Operations
^ 8
9
11
14
14
14

Road Map to Implement End-to-End Solution Operations

Assessment and Scoping
Design of Operations
Setup of Operations
Handover into Production
Operations and Optimization

^15 Training and Certification

15 E2E040 Run SAP End-to-End Solution Operations
(Two-Day Course)
15 E2E050 E2E Solution Scope and Documentation
(E-Learning Course)
15 E2E100 E2E Root Cause Analysis
(Five-Day Course)
16 E2E200 E2E Change Control Management
(Five-Day Course)
16 E2E300 E2E Solution Support Integration and Automation
(Five-Day Course)
16 E2E400 E2E Technical Upgrade Management
(Two-Day Course)
^17 SAP Solution Manager
^18 Support Services

Executive Summary

The foundation for business process

availability is laid in the technical implementation of the solution that supports
the business process and that solutions
end-to-end operation.
Business process availability, however,
is not merely a function of the underlying
technology and the application. Availability hinges on how that technology is
first implemented and then supported,
day in and day out. Functional and technical project teams must work in concert not in a vacuum and certainly not
at odds with one another and so must
in-house technical teams and outside
consultants, including those from SAP.
The Run SAP methodology provides
a proven methodology to enable you
to optimize the implementation and ongoing management of end-to-end solution operations. The focus is on application management, business process
operations, and administration of the
SAP NetWeaver technology platform.
In many implementation projects, the
technical and functional parts of the
implementation operate as two separate projects. The two parts of a typical
implementation and operations project
are nearly equal in terms of complexity,
effort, and resources. However, the
functional and technical implementation
teams have different target groups: the
functional departments and the support
organization, respectively.

In many cases, the functional and technical implementations are delivered by

different professional service organizations and by separate project teams
operating with separate budgets. And
most organizations do not have a formal
plan in place to guide the handover from
the implementation team to the support
organization.
SAP has a vested interest in ensuring
that every support organization can
successfully run the business systems
that support the business processes.
With Run SAP, the SAP Active Global
Support organization has taken steps
to define a clear, shared methodology
for the ongoing management of the
end-to-end solution.

WHY YOU NEED A METHODOLOGY FOR

END-TO-END SOLUTION OPERATIONS

The complexity of solutions that you

implement requires a comprehensive
solution management concept. Business processes extend not only across
different systems and components inside the same organization but also
across different organizations. For this
reason, integration of business processes as well as of software and system components becomes more relevant in the implementation of the new
solutions.
In the support of todays solutions,
many organizations play an important
role: functional implementation partners, hardware partners, third-party
software providers, outsourcing partners, and so on. In many cases, the
team in charge of the implementation is
not the same as the team responsible
for the operations and support of the
solution.

You need not only to successfully implement SAP

solutions but also to manage the operation of the
business processes after going live with the
software.

You need not only to successfully implement SAP solutions but also to
manage the operation of the business
processes after going live with the
software. Therefore, you need the SAP
standards for solution operations to run
SAP solutions, as well as the methodology for the implementation
of those solutions.

Objectives and Key Deliverables

Run SAP provides a methodology for

the implementation of end-to-end solution operations. This methodology
includes:
The SAP standards for solution
operations
The road map of Run SAP to implement end-to-end solution operations
A training and certification program
Tools, including the SAP Solution
Manager application management
solution
Support services
Figure 1 shows in summary the scope
and the deliverables of the Run SAP
methodology.

RUN SAP
SAP Standards
for Solution Operations

Road Map and

Best-Practices Documents

Includes IT standards and

tools to run SAP software

Accelerates the
implementation of end-to-end
solution operations

Training and Certification

Provides up-to-date skills
for the ecosystem and latest
application technology

Services
Engages the SAP Services organization to implement end-to-end solution operations
SAP Solution Manager
Provides all tools for end-to-end solution operations
Figure 1: Best Practices, Content, Services, Training, and Tools

SAP Standards for Solution Operations

Companies expect high availability and

continuity of their solutions, flexibility to
quickly implement changes, and low total
cost of ownership (TCO). Additionally,
they need to be able to manage outtasking and outsourcing relationships
across different time and geographical
zones as well as control and monitor
service-level agreements. To achieve
this, IT governance is key. Companies
need an IT strategy that focuses on the
management of complexity, risks, and
costs as well as skills and resources.
Standardized procedures that leverage
the experience of the organization and
the software supplier are a key prerequisite for the optimization of application
management.
With the SAP standards for solution
operations, you gain defined standards
for important operations processes
within a companys business and IT
units. These key standards and prac
tices address the needs of business
process experts the stakeholders
responsible for the design and execution of business processes and of IT
departments charged with ensuring
that the services provided by the SAP
solutions are available for business
users.

Incident management

Change request
management
Change control
management
Test management

Application Management
Minimum documentation
Root cause analysis
Remote supportability

Readiness for
enterprise service-oriented
architecture
Release and upgrade
management
Business Process Operations

Business process and

interface monitoring
Data volume management
Job scheduling management
Transactional consistency
Data integrity management
Exception handling

Custom Development Management

Custom code maintenance

Solution Transition to
Enterprise Service-Oriented
Architecture

Change Management

End-User Support

Technical Operations
System administration
System monitoring

IT Infrastructure Management
Figure 2: SAP Standards for Solution Operations

Change management enables the planning and

management of changes, minimizing the risk through
the use of standard processes for each of the changes.

Each standard contains best-practice

procedures on how to run the individual
tasks, explanations on which tools from
SAP Solution Manager should be used,
and available training and services that
support the adoption of the standard.

Road Map to Implement

End-to-End Solution Operations

The implementation of operations is

a project that runs in parallel with the
functional and technical implementation
projects. In some cases, the implementation of operations is conducted by an
organization different from the one conducting the functional implementation
project; for example, the implementation of operations may be conducted
by outsourcing companies or another
department of your company.

In the implementation of operations,

several parties may be involved: the
company, system integrators, the support organization, outsourcing partners,
and hardware partners. For this reason,
you need to coordinate all the activities
to implement the operations as a project
or several projects.

Design of
Operations

Setup of
Operations

Operational
requirements
analysis

End-user
support concept

End-user
support setup

Knowledge
transfer
training and
certification

End-user
support

Scope
definition

Change
management
concept

Change
management
implementation

Final testing
and sign-off

Change
management

Technical
requirements
and architecture

Application
management
concept

Application
management
implementation

Transition
into production

Application
management

Project
setup

Business
process
operations
concept

Business
process
operations
implementation

Handover

Business
process
operations

Governance
model for
operations

Custom
development
management
concept

Custom
development
management
implementation

Custom
development
management

Solution
transition to
enterprise
service-oriented
architecture

Technical
operations
concept

Technical
operations
implementation

Technical
operations

IT infrastructure
management
concept

IT infrastructure
management
implementation

IT infrastructure
management

Assessment
and Scoping

Handover
into Production

Figure 3: Project Life-Cycle View of End-to-End Solution Operations

Operations and
Optimization

The road map for Run SAP guides you

through defining the scope of the operations to be implemented, preparing a
detailed plan, doing the setup, and running your SAP solution. Moreover, it
helps you find the right strategy and
tools to implement your end-to-end
solution operations.
The road map provides not only what
needs to be implemented but also
information about how it needs to be
implemented, in the form of implementation methodology documents and
best-practices documents.
The implementation methodology documents describe how support is implemented across the life cycle.
The best-practices documents describe
in more detail how to implement the
end-to-end solution operations for
different SAP solutions. The best
practices described are based on the
experiences of thousands of companies.
The road map is available as part of
Run SAP in SAP Solution Manager as
well as in the SAP Service Marketplace
extranet.
Run SAP provides detailed assistance
through every phase, as described in
Figure 3:
Assessment and scoping
Design of operations
Setup of operations
Handover into production
Operations and optimization

Assessment and Scoping

This phase is preparation for the implementation of the operations. The objective is to make an assessment of the
business and technical requirements
for operations in order to define what
aspects of the operations need to be
implemented, enhanced, or adjusted.
In most cases, companies already have
an existing support organization and
operations, but they need to integrate
new parts of the solution or a new solution into the existing operations. In
some other cases, companies need to
start from the beginning.
Since SAP provides a set of standards
and tools to run operations, your organization needs to identify the gaps in
the solution operations to ensure high
availability of business processes and
systems.
The output of this phase is the definition of the kind of support processes
that will be implemented and the technical infrastructure required to do this.

Operational Requirements Analysis

The first steps in this phase are to understand the business requirements for
operations and to guarantee the operability of the solution. Operability is the
ability to maintain IT systems in a functioning and operating condition, guaranteeing system availability and required
performance levels to support the execution of the enterprises business
operations.
For example, mission-critical solutions
require 24x7 availability, which has implications for the way you need to monitor and maintain the application and the
systems.
Scope Definition
Once the operational requirements are
clear, you need to define what part of
the operations you need to implement,
enhance, or optimize in order to meet
the business requirements. To define
the scope, you can use the SAP standards for solution operations discussed
above to identify the gap. You also
need to identify the following:

The skills required to manage

the solution
The way in which the support orga
nization needs to be empowered
Tools and processes required
Functions to be implemented using
SAP Solution Manager
During the scope definition, you also
need to identify which SAP components, support for business processes,
and interfaces are being implemented
and need to be considered for
operations.
Finally, you must decide what kinds of
support you will implement as part of
Run SAP.
Technical Requirements and
Architecture
To implement operations, you need a
technical infrastructure. This technical
infrastructure includes tools to support
the different support and operations
processes, such as end-user support,
monitoring, change management, and
so on. In this phase, you need to determine how the technical infrastructure

For the setup of operations, the road map for

Run SAP provides detailed information, including
accelerators and best-practices documents for ways
to do the implementation.
needs to be implemented (for example,
global versus local infrastructure). SAP
Solution Manager serves as the application management infrastructure for
operations. On the basis of the defined
scope, you need to determine the architecture, the structure, and the sizing
required for SAP Solution Manager,
considering which kinds of support will
be implemented or enhanced.
Project Setup
Normally, the implementation of the
operations occurs in parallel with an
implementation, upgrade, or enhancement project. As a result of the scoping
and assessment sessions, you define
which parts of the operations need to
be implemented and which projects

10

need to be set up. During the project

setup, you plan the projects and the
next steps following the Run SAP
methodology.
You need to consider implementing
end-to-end solution operations as an
implementation project.
Governance Model for Operations
The governance model describes the
mission of the IT operation. You describe the mission by defining the organization, the standards, and the processes (that is, the who, what, and
how) on the basis of the fundamentals
of the corporate strategy and policies
(that is, the why).

The first step to efficient operations of

end-to-end solutions is to ensure the
specialization of organizations. Dedicated stakeholders are responsible for different objectives. You can arrange the
stakeholders into different organizations that can be grouped largely into
two key organizational areas: business
unit and IT. While the names of the
organizations may differ from company
to company, their function is roughly
the same. They run their activities in
accordance with the corporate strategy, the corporate policies (for example,
corporate governance, compliance,
and security), and the goals of their
organizations.
Solution Transition to Enterprise
Service-Oriented Architecture
A clear IT strategy is a key success
factor for effective operation of business processes and systems. For the
support organization, it is important to
understand the IT strategy to determine
the impact on the operations and how
the operations need to be adjusted or
enhanced to be able to support the
strategy. The solution transition to enterprise service-oriented architecture
(enterprise SOA) includes topics such
as readiness for enterprise SOA, upgrade strategy and planning, capacity
management, and so on.
Supporting and operating enterprise
SOA means higher responsibilities.
This is especially true for the IT departments that must ensure that the underlying technology guarantees the reliability, availability, data consistency, and
agreed performance of services that
are part of the business processes.

The goal of the solution transition to

enterprise SOA is to support your IT
organization on its way to enterprise
SOA and in running an existing enterprise SOA. This includes not only the
technical but also the organizational
readiness.

Design of Operations

dents in operations of mission-critical

applications can cause severe business
loss if they are not properly managed,
their root cause identified, and corrective action taken. The incident management standard defines the process and
tools required to manage the collaboration between the involved parties to resolve incidents in time.

The purpose of this phase is to design

the operations on the basis of the results of the assessment and scoping
phase. Basically, you need to create a
business blueprint of your operations
processes or define what you need to
do to enhance or modify existing
procedures.

Normally, companies already have an

existing incident management process
and the corresponding tools. However,
when a new solution goes live, you
need to ensure that the existing procedures can handle the new solution and
can meet the service-level agreement
with the users of the solution.

In this phase, you define the operations. This includes the following
information:
How the processes are going to work
Which tools are required to implement the support for the processes
How to train your support
organization
Which services are required from
SAP

The support desk functionality in

SAP Solution Manager enables your
organization to implement incident
management.

Figure 2 lists the standards, and the following sections explain the key areas
to take into account.
End-User Support Concept
The support for end users after the golive stage is a critical success factor for
the acceptance of the solution as well
as for the normal flow of the business
processes.
One of the most critical operations processes is incident management. Inci-

Change control management

Change control management is the
process to enable the deployment
and the analysis of changes that
need to be addressed in order to
ensure that changes are executed
without disruption of the ongoing
business. The standard covers two
major areas of change control:
change deployment and change
diagnostics.
Test management
The goal of testing is to ensure the
normal flow of the processes. The
test management standard includes
not only functional testing but also
integration and volume testing.
SAP Solution Manager provides tools
to support change management.

Change Management Concept

Change management enables the
planning and management of changes,
minimizing the risk through the use of
standard processes for each of the
changes. A proven change management concept is a key success factor
for ensuring the stability of business
processes and systems.
Change management includes:
Change request management
The goal of the change request management standard is to efficiently and
punctually implement changes to
SAP applications with minimal risks,
using standardized methods and procedures to ensure the stability of the
systems and processes.

11

SAP Active Global Support provides services across the

Run SAP methodology implementation cycle to support
you in implementing operations and providing knowledge
transfer to your support organization.
Application Management Concept
The goal of this concept is to provide
the assistance required to analyze and
solve incidents and problems. Application management includes several
tasks, from solution landscape planning, to implementation, to handling
and execution of changes coming from
business units, to documentation of
standards, to assurance of remote supportability. The key interface between
business and IT is the application management organization.
The application management concept
defines how the support organization
will handle the following topics:
Minimum documentation
This includes the documentation of
the system landscape, business processes, and interfaces. This is a key
success factor for problem resolution
since this information needs to be accurate to speed the problem resolution process and ensure change management and know-how transfer to
the organization.
Root cause analysis
Clear procedures and relevant tools
are key success factors for enabling
you to analyze the cause of problems. SAP Solution Manager provides the required tools to conduct
root cause analysis for code from
both the ABAP programming language and Java.

12

Remote supportability
To be able to receive fast, safe, and
remote support to analyze problems,
companies need to have SAP Solution Manager to connect to the SAP
network and get remote support.
Business Process Operations
Concept
To ensure availability of business processes, you need a comprehensive
concept to manage business processes end-to-end. The business process
operations concept includes the topics
covered in the following sections.
Business Process and Interface
Monitoring and Exception Handling
To increase availability of business processes, you need to define a concept
to monitor the core business processes and define error-handling procedures
to be able to react to critical situations.
In the design of operations phase, you
need to identify the critical business
processes and exception situations and
the ways to handle those exceptions.
This includes identifying the corresponding tools for the processes. For example, SAP Solution Manager offers the
functionality to monitor your business
processes.
The standard of business process and
interface monitoring and that of exception handling describe a model for the
management of mission-critical busi-

ness processes. Business process and

interface monitoring describes best
practices for monitoring and supervision of the mission-critical business
processes, including critical interfaces.
Exception handling explains how to define processes and procedures to manage exceptions and error situations
during daily business operations. Possible results are smoother business execution and an optimized total cost of
operations.
Data Volume Management
Because of the tendency to run highly
interconnected systems (internal and
external) and the business needs to
have data instantly accessible, data volumes are growing and growing. This
has an impact not only on performance
but also on your overall operations.
Therefore, you need to define a concept of how to manage data growth by
avoiding data creation, archiving data,
and deleting data. The data volume
management standard helps increase
the availability of your solution because
administration tasks such as software
upgrades, database reorganization,
data backups, or data recovery can be
done in less time. In addition, you can
reduce the time needed for managing
disk space and benefit from more efficient use of resources such as hard
drives, memory, and CPU.
Job Scheduling Management
Job scheduling management determines in what sequence you have to
execute different activities (online and
background), while considering existing
limitations and avoiding bottlenecks, to
meet given processing deadlines. There
are two main reasons for scheduling

monitoring procedures, and eventually

create corrective tools to solve inconsistencies. This requires profound
knowledge of the application as well as
the involved interfaces.

restrictions: time and hardware resources (CPU, main memory, network

capacity, and so on). Additional restrictions may exist as a result of depend
encies between different activities within the same system or even across
system borders.
Job scheduling management includes
the definition of roles and responsibilities as well as procedures for planning,
controlling or scheduling, and monitoring of all system-related and business
processrelated operational activities
for a system landscape. All these activities should be performed centrally and
are defined as follows:
Planning is the process of collecting
information on which background
jobs have to be run and then deciding
which job should be run at what time.
During scheduling, you enter the job
data into the system landscape.
Monitoring ensures that the background jobs are running correctly
for example, at the dedicated time
and do not cancel or produce errors.

Job scheduling addresses issues of

time constraints and resource limitations. In a productive solution landscape, you need to execute online and
background activities as well as maintenance and administration tasks. Job
scheduling leads to reduced costs, less
people resources, better resource usage, and better timing through automation. With load balancing, the resource
usage can be optimized.
Transactional Consistency and Data
Integrity Management
Data inconsistencies can lead to immense costs. In addition, business processes that are supported by inconsistent data can lead to downtime of your
solution until the root cause is identified and data is corrected. By preventing and detecting data inconsistencies
as early as possible and utilizing defined error-handling procedures, your
daily business operations can be protected. In the design of operations
phase, you need to identify the areas
for potential inconsistencies, define

Custom Development Management

Concept
Custom code comprises the components that have been developed to
complement the standard application
portfolio in order to achieve a particular
functionality not delivered within the application standard. Custom code can
be an application developed on top of
SAP software or an application developed next to the software and interfacing with the rest of the application landscape. It is not enough to develop the
custom code; you need to have a concept of how to maintain new code, how
to deploy the code, how to monitor the
processes, and how to manage exception situations. These concepts need to
be part of the code design in the design of operations phase, with the standards defined in this phase and then
implemented and optimized during the
operations and optimization phase.
Technical Operations Concept
To run your SAP software, you need
to define a concept for technical operations that includes system administration and system monitoring. Your concept depends on the SAP components
being implemented. In the design of operations phase, you need to define the
underlying technology to monitor your
landscape and SAP software and learn
how to operate the solution.
SAP Solution Manager serves as a
central application management

13

solution. With SAP Solution Manager,

you can combine technical information
such as key performance indicators
and performance information with
business processrelated information.
It supports the whole solution life cycle,
from the implementation to the operation of SAP and non-SAP software.
IT Infrastructure Management
Concept
Run SAP focuses on managing the
business processes and the SAP
software components. In addition, your
company needs to manage the underlying infrastructure to run SAP applications. This includes the following areas:
Access management
Mainframe management
Server management and support
Network management
Storage and archiving
Directory services management
IT operations
Desktop support
Middleware management
Internet and Web management
To manage this infrastructure, SAP
partners support the best practices
and standards needed. Most support
organizations use the information
technology infrastructure library (ITIL)
methodology to do this.

Setup of Operations
The purpose of this phase is to implement end-to-end solution operations on
the basis of the plan made during the
previous phase. To help you do so, the
road map for Run SAP provides more

14

detailed information, including accelerators and best-practices documents for

ways to do the implementation.
The setup of operations follows the
same structure as that in the design of
operations phase:
End-user support implementation
Change management implementation
Application management
implementation
Business process operations
implementation
Custom development management
implementation
Technical operations implementation
IT infrastructure management
implementation
In this phase, you can use the implementation methodology documents
as well as the best-practices documents, which describe how to do
the setup.
As a result of this phase, you will have
an implemented and tested operations
concept and will be ready to start
operations.

Handover into Production

This phase describes the activities
required to start the operations of the
SAP solution. The objective is to ensure that the support organization can
manage the SAP solution and that all
the processes and tools required are in
place and have been tested. This is a
phase gate to ensure that the operations of the solution have been implemented and tested. In this phase, you

also check if and prove that the requirements to run the application are met.
These include service-level agreements, performance of the business
processes and software, integration,
and so on.
This phase includes the following topics
in general:
Knowledge transfer training and certification end-to-end solution operations trainings and certifications
Final testing and sign-off
Transition into production
Handover

Operations and Optimization

The primary goal of this phase is to ensure the normal operations of the business processes and the solution landscape in order to meet the business
requirements. To do this, you need to
establish procedures in advance to
monitor the solution (business processes and systems) and put in place a support organization with the right skills
and knowledge.
The secondary goal of this phase is to
optimize and improve the solution and
its operation in order to reduce TCO or
avoid additional cost. In general, this
phase consists of reactive and proactive activities. These activities include
the daily operations of the solution after implementing the solution.

Training and Certification

SAP offers several training courses

or empowering workshops to facilitate
knowledge transfer to your support
organization. The training and certification of Run SAP provides companies,
partners, and SAP consultants with the
methodology to implement end-to-end
solution operations as well as the SAP
standards for solution operations. SAP
offers the following training.

E2E040 Run SAP End-to-End

Solution Operations
(Two-Day Course)
This training course provides technical
and application consultants, as well as
implementation and operation partners,
with an overview of SAP standards
for solution operations and the tools
required to successfully support an
SAP solution landscape. The focus of
this training is on the Run SAP methodology and the understanding of what
needs to be done to implement solu-

tion operations in the different phases

of the road map for Run SAP, whose
standards and best-practices configuration settings are provided by SAP.

E2E050 E2E Solution Scope and

Documentation
(E-Learning Course)
The end-to-end (E2E) solution scope
and documentation training is the foundation for the end-to-end courses 100
through 400. The course provides a
general overview of how to plan and
develop business scenarios and processes quickly and maintain them
cost-effectively with the help of SAP
Solution Manager. Based on SAP
know-how, methods, best-practices
documents, and tools, E2E solution
scope and documentation training helps
you ensure efficient management and
implementation of all of your solutions.

E2E100 E2E Root Cause Analysis

(Five-Day Course)
E2E root cause analysis training enables
you to leverage root cause analysis
standards and resolve problems in
heterogeneous IT landscapes quickly
and permanently. The end-to-end root
cause analysis course provides you
with best-in-class knowledge and skills
to run the diagnostics functionality of
SAP Solution Manager on the full breadth
of solution operations. A higher level
of availability of your IT solution leads
to less work for your IT organization,
with lower TCO for you.

15

E2E400 E2E Technical Upgrade

Management
(Two-Day Course)

E2E200 E2E Change Control

Management
(Five-Day Course)

E2E300 E2E Solution Support

Integration and Automation
(Five-Day Course)

This course introduces you to change

control concepts, which coordinate and
optimize how changes are introduced
into a software landscape. By ensuring
that changes do not conflict with each
other, and do not disrupt ongoing business, you ensure improved quality of
the software landscape and higher
availability of IT solutions. End-to-end
change control management training
provides you with the know-how to efficiently handle changes to solutions,
which is vital to achieving operational
excellence in your business and cutting
TCO significantly.

This course focuses on the areas of

business process and interface monitoring, job scheduling management,
business process performance optimization, data consistency management,
and data volume management. These
standards help you streamline planning
and integration of business-critical
processes in heterogeneous IT landscapes. Aiding you with improved business processes, performance, and
data consistency of your solutions and
optimized use of hardware resources,
E2E solution support integration and
automation training helps your business
contain costs.

16

E2E technical upgrade management

training guides you through the upgrade
project to manage challenges, such as
project management, efficient testing,
and minimization of downtimes; adaptation of applications and modifications;
and knowledge transfer to end users.
With the best-in-class knowledge that
E2E technical upgrade management
training provides, you will become
competent in the skills required to
successfully execute and manage
technical upgrade projects that represent mission-critical operations. By
reducing the risk and cost of technical
upgrades in the future, your business
will benefit from continuous improvements to mission-critical enterprise
solutions, ensuring a decisive market
lead.

SAP Solution Manager

SAP Solution Manager is the application management solution that enables

you to implement end-to-end solution
operations. With SAP Solution Manager, you gain the support of several
functions required to run operations,
such as root cause analysis, change
request management, business pro-

Implem
en
t

ion
at

ization
tim
Op

Change request management

Following of ITIL standards
Maintenance processes

Core Business
Processes

Upgrade of SAP solutions

SAP methods and tools
E-learning management
Test management

ns
ratio
pe
O

Implementation of SAP solutions

SAP methods and tools
Global rollout
Customizing synchronization
E-learning management
Test management

cess and system monitoring, service

desk, and minimum documentation.
Run SAP methodology is available
with SAP Solution Manager. Run SAP
describes how to implement solution
operations using the functionality provided in SAP Solution Manager.

Delivery of SAP Services

offerings
On-site/remote delivery
Issue management

Solution monitoring
System monitoring
Business process
monitoring
Central system
administration
Solution reporting
Service-level reporting
SAP EarlyWatch Alert
Service desk
Best-practices documents for messaging
Integration of third-party
help desks
Root cause analysis
Safe remote access
Performance
measurement
Logs and dumps
Traces
Technical configuration

Figure 4: Support for the Application Life Cycle with SAP Solution Manager

17

Support Services

The SAP Active Global Support organization supports the implementation of

Run SAP with offerings such as SAP
MaxAttention support option, SAP
Safeguarding services, and the SAP
Enterprise Support services. The SAP
Services organization provides services and project support across the Run
SAP methodology implementation cycle to assist you in implementing operations and providing knowledge transfer
to your support organization.

18

For further information about the Run

SAP methodology, please visit us on the
Web at www.service.sap.com/runsap.

50 087 931 (08/04)

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