Intelligent Business Operations

Transcription

1 Intelligent Business Operations Session A4958 Public Venu Chembrakalathil, SAP SE Peter McNulty, SAP Labs LLC

3 Business Process Management Key trends and their impact on business and technology Intelligent Business Operations (IBO): Integration of "intelligence" in orchestrated business processes Quickly adapt to changing business dynamics Turn big process data into actionable information Leverage process-aware analytics Lead the transformation of your business value stream thinking Be proactive instead of crisis management Accelerate and optimize operational decisions making 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 3

4 How to get value from big process insights? Value that insight can bring to transaction decays with time Intelligence Value Triggered Event Value Diminishes Increased Value A2I Data Latency Analysis Latency Decision Latency Data Integrated & Ready for Analysis Information Delivered Action Taken Action Time Action Time Reduced Time To Action 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 4 Time Source: Dr. Richard Hackathorn. Bolder Technologies Inc.

5 Tame your Big Processes with Intelligent Business Operations, powered by SAP HANA Big processes are end-to-end processes span across business departments, even business networks Volume technically span multiple business systems generate large volumes of data at high velocity Value Velocity supports digital transformation and determine business success. Variety read more in this blog hub operations contract logistics shipment tracking accident management fraud management disease management customer onboarding churn management sortiment management replenishment loan disbursement 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 5

6 Business Navigation System Holistic view of " My Business" GPS for business users My Goals Contextualized Relevent Trusted Timely Integrated 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 6

7 Smart Process Applications Infusing Intelligence into Integrated and Orchestrated Business Processes Smart process apps support business activities that are people centric, highly variable, loosely structured and subject to frequent changes Contextual Embedded Analytics Guided by Business Rules & Predictions Collaboration 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 7

9 Accident Management

10 Participants Erick Lange Customer Lorin Clark Customer Service Insurance Company Alex Berger Garage Manager Marcel Knoll Service Advisor Mike Graaf Mechanic Insurance Company Garage Car Rental Spare Part Vendor Paint Shop 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 10

11 2 1 Lorin, the customer service agent creates an incident in the system. On his way to work, Erick meets with an The system automatically: accident. He calls the customer service - books a rental replacement car for Patrick. center of his insurance company - Finds the nearest workshop and creates a service order 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 11

12 3 Alex, the garage manager looks at the available service advisor and assigns the incident to Marcel 4 Marcel picks the booked rental replacement car, drops it to Erick and picks the damaged car and brings it to the garage 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 12

13 5 Mike, the mechanic in the garage inspects the damaged car. He also requests spare parts, checks if the car needs a paint shop job etc. Mike can also call Erick for clarifications 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 13

15 7 After the repair is done, the car is delivered to Erick and the rental car is picked up and dropped to the rental car company 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 15

16 Lorin Customer Service I want to improve the customer experience by tracking the service order end-to-end in the process chain Challenges 1 End-to-End visibility into fragmented process components owned by various vendors and partners 2 Visualization of KPIs with drill-down competencies 3 Capabilities to address bottlenecks in real-time 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 16

17 Scenario Highlights q HANA REV110, PO 7.4/7.5, OPInt 1.0 q q q q q q q 4 processes Spare Parts Vendor, Paint Vendor and MAVIS are third party participants using PI XI interfaces Rules for Garage and Mechanic group determination, PI odata Adapter BPM odata services Fiori-based task interfaces Value help for Countries and Cities q OPInt dashboard for E2E visualization 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 17

22 Process Orchestration & Operational Process Intelligence with SAP HANA ENTERPRISE & BUSINESS ARCHITECTURE l ORCHESTRATION l INTELLIGENT OPERATIONAL DECISIONS 2014 SAP SE or an SAP affiliate company. All rights reserved. 22

23 Enterprise Workflow View SAP BUSINESS WORKFLOW l PROCESS ORCHESTRATION I SAP OPERATIONAL PROCESS INTELLIGENCE MY INBOX SAP PowerDesigner Business Process Modeling Enterprise Architecture Data Modeling ABAP Server SAP Business Suite SAP Business Workflow Process Observer SAP Java Server SAP Java Server SAP Process Orchestration Orchestration Processes A2A & B2B Integration My Inbox SAP HANA End-to-End Business Scenario SAP Operational Process Intelligence Goal-driven Process Insight-to-Action HANA Workflow End-to-end visibility NWDS and HANA Studio in one Eclipse Installation 3 rd Party Systems 2014 SAP SE or an SAP affiliate company. All rights reserved. 23

24 My Inbox, Task Gateway & Task Consumption Model TASK HARMONIZATION l STATE-OF-THE-ART UX l BUSINESS WORKFLOW OPERATIONAL PROCESS INTELLIGENCE My Inbox OData SAP Gateway Task Gateway SAP Business Workflow Provider Task Consumption Model SAP Business Process Management Provider Task Providers SAP HANA Provider 3rd Party Workflow Engines Provider(s) RFC Web Service OData *.* Service Provide r SAP Business Workflow SAP Business Process Management SAP HANA 3 rd Party Workflow Engines 2014 SAP SE or an SAP affiliate company. All rights reserved. 24

26 Where does Operational Process Intelligence fit in? Timeliness Business Activity Monitoring Tends to be limited in scope Application-based Reporting Operational Process Intelligence Business Performance Management, Enterprise Reporting Tends to be historical, limited in scope Scope Tends to be historical, complicated/manual Credits: Neil-Ward Dutton, MWD Advisors 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 26

27 High-Level Architecture space.me (operational workspace) my processes Business Scenario End-to-end process Federation, correlation & contextualization alerts phases milestones real-time metrics tasks Business Scenario Editor in SAP HANA Studio SAP Operational Process Intelligence powered by SAP HANA SAP transactions via Process Observer Business Workflows SAP Business Suite Operational Process Data Sources Create a Business Scenario Search & Discover end-to-end process Define Phase Model Define Measures and Indicators Generate HANA artifacts Phases and milestones Business Scenario Calc Models & Procedures NW BPM (orchestrated processes) ODATA Services on HANA XS Process Façade (open standard) Cloud Apps NW Process Integration (B2B/ A2A) 3 rd Party real-time metrics and KPIs Runtime SAP HANA SAP ESP Streaming Events events Machine Data Responsive web-interface for business users Responsive HTML-5 based web interface for operational managers and line-of-business users Based in HANA XS Engine (embedded app server) ODATA APIs available VDMs for SAP Lumira, Design Studio and BI tools Real-time Operational Intelligence and Process Management Native high-performance HANA correlation and contextualization of process events HANA Process Foundation with rules, tasks and workflows Easy installation, drag-and-drop configuration of business scenarios Process Façade for Data Provisioning Out-of-the box support for processes from SAP Business Suite, SAP BPM and message flows from SAP PI Support for 3rd party via SAP PI or ETL tools Support for machine and streaming data via SAP Event Stream Processor Open Standards-based Process Façade for partners and customers to support other process data sources 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 27

28 SAP Operational Process Intelligence Operational intelligence Real-time process visibility across SAP and non-sap (6) SAP Operational Process Intelligence, powered by HANA supports process-centric, data-centric and integration-centric data replication. Acquire process logs and context in real-time Process logs and process context is acquired from underlying platforms in real-time using standard data acquisition technology Replication Technologies SAP System Landscape Transformation (SLT) Smart Data Integration (SDI) SAP Data Services SAP Process Orchestration PI adapters SAP Event Stream Processor (ESP) JDBC/ODBC HTTP JMS 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 28

29 3 simple steps to create a Business Scenario A model-driven approach for iterative development 1 Discover end-to-end big process Configure 2 business scenario 3 Generate business scenario Process fragments can be of many varieties structured, semistructured, unstructured Define correlation conditions Configure goals, phases and milestones Check and activate Generate business scenario Process façade provides abstraction across process platforms Define process metrics and kpis Define actions, checklists and business situations 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 29

30 Internet of Things

31 Handling Business Disruptions Controlled Recovery Sense Act Track disruptions and imminent failures remediation procedures recovery of operations 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 31

32 Machine To Process (M2P) Smart Devices collecting data about the world around us SAP HANA Smart Data Streaming evaluates a confluence of events to detect business anomalies, threats, and opportunities. Triggers response to situations requiring immediate action. Workflow and Business Rules Automate response procedures to reduce MTTI (meantime-to-investigation) and MTTR (meantime-torepair) SAP Operational Process Intelligence provides visibility and traceability of response procedure status and adherence to SLAs leading to faster time to resolution, and minimizing outage times for customers SAP SE or an SAP affiliate company. All rights reserved. Customer 32

33 Scenario: Sense and Respond (M2P IOT scenario) Managed Print Services Efficient managed print services operations with SLA conformance, reduced downtimes and asset tracking leading to low costs Sense patterns with ESP Embedded Printer sensors interface to ESP. ESP detects patterns downtime, printer moved, low cartridge levels SAP Event Stream Processor Respond with workflows/rules Business rules determine the right technician and workflows run mitigation actions SAP Process orchestration Track time-to-resolution Incidents are tracked in Space.me and KPIs related to printer usage are also tracked. SAP Operational Process Intelligence 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 33

34 Scenario: Sense and Respond (M2P IOT scenario) Oil and Gas: Managing Non-Productive Time (NPT) in Wells Drilling Operations in Wells can be interrupted due to unforeseen (e.g. broken drill-bits) and can lead to non-productive time. NPT can lead to losses in millions of dollars. Sense patterns with ESP Sensors in the wells detect such situations and trigger mitigation workflows Respond with workflows/rules Workflows order spare parts and send work orders to the engineering crew Track time-to-resolution Incident-to-resolution can be tracked in Operational Process Intelligence SAP Event Stream Processor SAP Process orchestration SAP Operational Process Intelligence 2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 34

35 2015 SAP SE or an SAP affiliate company. 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 SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Customer 35