9/13/21, 2:18 PM SAP e-book

Unit 5: SAP S/4HANA Security and System Operations

- IT is responsible for monitoring application performance, troubleshooting, and all

application support activities.
● Cloud-based solution
- IT is responsible for security and user administration, software logistics, development,
and testing of solution changes. Your IT team therefore requires the necessary
knowledge and skills to complete these tasks. If the solution is the first to be
implemented in the cloud, your current support operations need to be reviewed to
include, for example, communication with the provider of the cloud-based services.
● Third-party support
- When application support is handled by a third party, knowledge about the solution
must be transferred from the project team to the third party. Business process owners,
business relationship managers, and service desk agents within your organization still
need to learn about the solution, and you should also consider changes in your incident
or change management support processes.

Note:

● Cloud solutions have service level agreements (SLAs) that define the system
availability, services, planned downtime, and other information related to the
cloud subscription. Information regarding SLAs can be found in the SAP Trust
Center.
● In addition, real-time information regarding cloud availability can be found in
the Cloud Availability Center app in the SAP ONE Support Launchpad .

Effective Governance in Hybrid Landscapes

Figure 101: Effective Governance in Hybrid Landscapes

In an on premise landscape, a customer's IT organization has full control of executing all IT

operations processes and functions. In a hybrid landscape, there is no longer one party that
owns and controls IT operations from end-to-end. The landscape becomes more distributed
as more systems are integrated. Some operations are managed by the cloud provider, some
by a customer's IT organization, and some (potentially) by an external partner, even though

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