Westcon builds and runs SAP

Like a Factory
Peter van Burgel – Global Director EPM | Westcon Group
May 15th, 2013

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Our teams create unique programs and provide exceptional financial and technical support to accelerate the business of our partners. 3 .Who is Westcon? Westcon Group is a value-added distributor of category-leading unified communications. data center and security solutions with a global network of specialty resellers. network infrastructure.

across six continents With over 100 offices. USA Over US$4 billion in revenues Founded in 1985 Present in 58 countries.000+ transacting customers globally .Our Company • • • • • • • • 4 Global company.000+ associates 20. NY. we ship to more than 100 countries 20+ logistics/staging facilities Backed by 3. headquartered in Tarrytown.

PTP. WM. OTC.SAP Landscape at Westcon Corporate ITSM BI APO Training (Planned) Test Mngt (Planned) E-Commerce EWM SAP ECC 6.0 (FICO. Vistex. GTS. XPS) BPA (ⱱ) Change Mngt (planned) SAP ITSM (planned) Documentation (ⱱ) SAP Solution Manager .

Westcon Pain Points .

KPIs? Too much “eye balling” and not embedded process and tooling • • • Testing under par Constant time squeeze. increasing risk Transported new configuration breaking production . Optimize. using.Westcon Pain Points • Westcon new to deploying. Accelerate ROI. managing and maintaining SAP • • • Too much change to SAP system • • • • Knowledge Gap ITSM processes needed alignment with SAP Phased regional deployment Stabilize.

Technical Scenarios and End User Experience Major Release Single Single Source Source of Truth Truth of Design Mgmt Build Mgmt Build Execution Test Mgmt Test Execution Release & Deployment Mgmt Deployment execution Change .One Integrated Operation concept with SolMan 7.1 IT Service Management Incident Business Requirement Problem Portfolio IT Portfolio and Project Management Enhancement Minor Release Urgent Change Request for Change Run SAP like a Factory Project Build SAP like a Factory Change Business Process Monitoring and Analytics Monitoring of Systems.

jobs. usage analysis Business process improvement Act Status core business processes Status business users Application Operations Application Layer Continuous Improvement Process Plan Check System monitoring & alerting Do Root cause analysis & exception management IT Reporting End user experience Scenario monitoring Data volume management Central alert inbox Status system components Event Management Incident Management Problem Management (re-active / pro-active) Change Management Business Process Layer Operations Control Center (OCC) . data consistency Process performance.Operations Control Center concept Business Process Operations Central Monitors/ Dashboards Business process monitoring interfaces.

ALM SAP Rapid Deployment Solution Service High Level Service Portfolio ALM Lead TQM Service Portfolio Test Management Run SAP Like a Factory Solution Documentation Change Control Management IT Service Management (ITSM) Kick Off for SAP RDS Service ALM Roadmap Service SAP Solution Manager Starter Pack Sequence .

of open test cases Non-compliant user authorizations No. of emergency changes Maintenance effort No. of redundant custom code objects SLA fulfillment SLA fulfillment No.Westcon‘s Strategy On A Page CIO Goals Zero negative service impact by changes Deliver faster from requirement to deploy More projects with the same staff Improve audit ratings IT Strategy Business continuity Time to Market Efficiency Compliance No. of open ITSM requests No. of status iterations in ITSM request processing No. of open ITSM requests Time spent on ITSM request processing Time spent on ITSM request processing Incident effort No. of redundant custom code objects No. of open ITSM requests Software status Database growth No. of open ITSM requests No. of redundant custom code objects Time without outage System performance Backlog and throughput Work packages No. of open test cases No. of status iterations in ITSM request processing No. of status iterations in ITSM No. of failed changes . of open test cases SLA fulfillment Value Metrics request processing SLA fulfillment Time spent on ITSM request processing No. of emergency changes No.

Configuration Solution Docu  RBPD  Project / Templates 6 Months (May ‘13) Test Mgmt and BPCA Custom Code Mgmt  CCLM  CDMC  Optimization Interface & Connection Monitoring ChaRM OCC Interface Moni System Monitoring Technical Documentation BP Monitoring & Run .Westcon’s Operations Excellence Roadmap 18 month horizon November ‘12 3 Months SOLMAN Upgrade.ALM 9-12 Months Analytics – FI.Business Process Operations Operations Control Center .O2C ITSM alerting integration IT Service Management Run . others Root Cause Analysis / Diagnostics BP Monitoring & Analytics .Application Operations 18 Months BPA/BPMon Change Request Mgmt Build .

Build and Run Roadmaps in Solution Manager .

Business Process Mon.IT Service Management Go-Live Check Analysis .Verification GoLive Operations & Continuous Improvement Monitoring of critical business processes during Go Live phase Verification of sizing and system configuration Run SAP Like a Factory: .Change Request Management .System Monitoring .Solution Documentation .SAP ActiveEmbedded enables SAP ALM deployment Westcon uses SAP ActiveEmbedded as key enabler to deploy SAP Application Lifecycle Management to streamline costly IT changes activities and achieve Operations Excellence Integrated Validation of critical processes Early-Watch Checks and Alerts User Baseline Acceptance Blueprint Configuration Test Discovery & Evaluation SAP Enterprise Support Setup Service Integration Test Volume Test Initial Data load Implementation Project Analysis of sizing and system configuration ALM Solution Manager Roadmap Optimization of performance and throughput for Go Live critical business processes Rapid Deployment Solutions . & Analytics .

Solution Design Value CIO Value Framework – Solution Design Business Continuity Efficiency Deliver More Innovation through better Business – IT alignment and optimal usage of SAP Solution Manager accelerators Time to Market Deliver Faster on one platform – no separation between business models and system configuration Compliance Improve Audits through comprehensive solution documentation Deliver More Innovation Optimize costs through usage of RBPD within SAP Enterprise Support through better visibility into as-is processes and easier discovery of SAP delivered innovation Run More because RBPD provides stepping stone for optimized testing Run Better Improve Audits through clear visibility of through comprehensive business into actual SAP solution documentation usage .

Solution Monitoring Value CIO Value Framework – Technical & Business Ops Business Continuity Efficiency Time to Market Compliance Minimize Impact through pro-active alerting for the whole solution Run More Optimize costs through unified inbox and alert propagation Improve Audits through flawless documentation of system stability through usage for the whole solution Optimize Costs Run better through business process stabilization (= investment protection) and business process improvement (get the maximum for your SAP investment) through predefined throughput and backlog indicators which allow business to improve the execution of their business processes .

Service Management Value CIO Value Framework – Incident Management Business Continuity Efficiency Time to Market Compliance Minimize Impact through state-of-the-art service desk with optimal integration into SAP AGS Optimize costs through usage for the whole solution Run More through optimal capturing of specialist knowledge – all service engineers can benefit from experts Improve Audits through flawless documentation of incident and problem resolution activities – ITIL compliance .

ALM SAP Rapid Deployment Solution Service High Level Service Portfolio ALM Lead TQM Service Portfolio Test Management Run SAP Like a Factory Solution Documentation Change Control Management IT Service Management (ITSM) Kick Off for SAP RDS Service ALM Roadmap Service SAP Solution Manager Starter Pack Sequence .

Questions & Answers 19 .

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and empowering – Solution management optimization.Take advantage of an unparalleled expertise and go for growth SAP ActiveEmbedded – Engineering Services • Designed by SAP experts. engineered to adapt to your landscape: – Risk mitigation. and solution operation – Custom code management – Technology and DB migration – System landscape optimization – SAP Rapid Prototyping Implement Better Operate Better Innovate Better Application Lifecycle Management .

info for more details Higher engagement and more service deliverables On-site Engagement . Services Go to http://www. Methodologies.sapsupport.Become a Best-Run Business Run better with the help of SAP’s Premium Support offerings Premium support engagements SAP MaxAttention 100 % committed to 100% success SAP ActiveEmbedded Remote Engagement SAP Enterprise Support Tools.