Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603

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1 Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service David Birkenbach SAP Session 1603

2 Johnson & Johnson Founded in Worldwide headquarters in New Brunswick, New Jersey, USA. Engaged in the manufacture and sale of a broad range of products in the health care field in many countries of the world. 275 operating companies in 60 countries employing 128,000 people sales of $67 Billion. 29 consecutive years of adjusted earnings increases and 50 consecutive years of dividend increases. Operating companies are organized into three business segments: - Consumer - Pharmaceutical - Medical Devices and Diagnostics

3 Project Prism Project Prism

4 Business Background PRISM / Objective What is SAP Solution Manager Scope and Benefits PRISM Timeline Challenges Project Prism

5 Business Background No standard enterprise service management system across SAP Landscape. Variety of Change Request tools (10+) across the enterprise. Impossible to establish a single Change Control process. Each platform follows the Change Control process associated with the corresponding tool in use. PRISM will standardize on a single Incident and Change process and tool.

6 What is Project Prism? Promoting Rapid Integrated Service

7 Objective Implement a Global and Standardized Template for Incident and Change for SAP Platforms in the Enterprise Solution Manager instance.

8 What is Solution Manager? SAP ALM Embraces Complete Cycle of IT Processes Upgrade management Comprehensive project support for release transitions Landscape Transformation of business- and IT-driven changes in SAP solution landscapes Maintenance of corrective software packages, reduction of waste in custom code Business Process Operations Help ensure business continuity Provide business KPIs Business process benchmarking Technical Operations Central monitoring and alerting infrastructure Unique end-user experience monitoring Central administration tools APPLICATION LIFECYCLE MANAGEMENT Incident Integrated service desk Involvement of partners in problem resolution Root-cause analysis for complex landscapes with diverse technology stacks Solution Documentation Central documentation of processes, system landscape, custom code, partner applications, and more Solution Implementation Discover and realize enhanced business functionality Avoid disruption of business Template Standardize configuration across multiple projects Test Change impact analysis Complete test management Change Control Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process

9 Scope Global template deployment to 17 platforms Consumer: 5 platforms MD&D: 3 platforms Pharma: 6 platforms Corporate & Global 3 platforms

10 Benefits Adoption of Solution Manager will result in savings of $1.46M. Financial Benefits Reduction of SAP helpdesk resources across the enterprise Business Value PRISM will be a key enabler for consolidating helpdesks across multiple platforms, thereby bringing significant savings to Johnson & Johnson. Stronger Risk (i.e., audits, SOx, GxP, Q&C) adherence. Standardized incident management and change control processes across Pharma, Consumer and MD&D will provide L1/L2/L3 resources to be leveraged across platforms.

11 Timeline

12 Requirement Harmonization Dual project landscape synchronization Phase out of existing tickets Service Desk Change Challenges

13 Prism Service Process Service Desk Support Message (Service Desk Ticket) Change Request Change Change Order Relationship Approvers System N/A Sandbox * Support Message is required Approval & Review Process A CR that has Been submitted but not yet approved 1* : Many 1 : Many Business, IT Lead & CAB Sandbox Configuration and Development A CR that has been approved Dev/QAS/Pre-Prod/Production

14 Service Desk Service Desk

15 Service Desk

16 Service Desk

17 Service Desk

18 Service Desk

19 Service Desk

20 Service Desk

21 Problem Problem

22 Problem

23 Problem

24 Change Change

25 Change

26 Change

27 Change

28 Change

29 Change

30 Change

31 Change

32 SAP IT Service SAP IT Service

33 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. 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. 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. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP AG. All rights reserved. Public 33

34 SAP Solution Manager verified for ITIL Service Lifecycle Service Strategy Service Portfolio Financial Mgmt. for IT Services Continual Service Improvement Service Transition Service Transition Change Service Asset & Configuration Release & Deployment Mgmt. Knowledge Service Design Service Level Service Catalogue Mgmt. Capacity Availability Service Design Service Strategy Service Operation IT Service Continuity Mgmt. Service Operation Event Incident Request Fulfillment Problem Crown copyright 2011 Reproduced under license from the Cabinet Office SAP Solution Manager is external verified to support processes in all ITIL Service lifecycle phases Currently SAP Solution Manager is the only IT tool in the market that owns the ITIL v2011 edition certificate for all 15 processes that can be certified of IT services according to ITIL is integrated in the scenarios of Build- and Run SAP like a factory The core ITIL best practice processes are delivered out of the box in SAP Solution Manager 2013 SAP AG. All rights reserved. Public 34

35 SAP IT Infrastructure Mgmt.* * = separate license required System Landscape for E2E Integrated Service SAP Solution Manager as the central IT integration platform SAP ERP* Financial IT Service Incident Request Fulfillment Service Asset & Configuration Mgmt Release & Deployment Problem Change Service Level IT Service Desk* Capacity Availability Service Catalog Service Portfolio Event IT Service Continuity Mgmt. SAP Solution Manager 2013 SAP AG. All rights reserved. Public 35

36 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 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 Intuitive UI grants access to all processes and functions which are necessary for the agent to provide best-in-class IT services Communication management queues inbound communication, defines routing rules, and routes communication to agents Inbound communication processing and contact management enables agents to receive customer requests via phone, , fax, or chat, and to identify the customer and affected configuration item Integrated solution search enables fast and professional solution provisioning, for example by integrated solution ing Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and surveys as well as automated navigation 2013 SAP AG. All rights reserved. Public 36

37 Incident Best Practice Process Incident & Service Request Business User IT Support 1 st Level Service Level Problem Installed- Base & Object Customer Knowledge Change Create IT message Multiple inbound channels Categorize IT Ticket with guided procedure Send to IT Support Receive incident Search for solutions Provide solution Notification to end user Optional -Handover to Problem Mgmt. Highlights Related searches based on Categorization Multiple inbound channels through ALM integration Flexible UI enhancements (Auto) Dispatch to Teams based on end user data or system data or categorization 2013 SAP AG. All rights reserved. Public 37

38 Service Request Increase Efficiency of Responding to User Requests Service Level Installed- Base & Object Benefits Incident & Service Request Customer Knowledge Problem Change Increase IT support productivity Deliver the best solution in a timely manner Enhance customer satisfaction Service Request Capture, document, and track all user requests from creation to resolution Service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Service Request fulfillment helps the support staff to delegate predefined tasks via workflow. Read, fulfill and document the tasks and notify the completion to the main processor. Service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc SAP AG. All rights reserved. Public 38

39 Problem Investigate and Resolve Issues in the IT Infrastructure Problem Investigate, resolve, and document issues in the IT infrastructure as well as workarounds or solutions to them Benefits Document problem investigation in detail Speed up incident resolution Make investigation results available to all relevant parties Provide detailed information to change management Problem creation captures all relevant information with regards to the issue, including the links to all related incidents Problem classification categorizes problems based on multi-level categorization and problem class, e.g. known error Incident references establishes relationships, optionally based on system proposals, 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; optionally it can trigger follow-up processes such as recording of working time, billing, etc SAP AG. All rights reserved. Public 39

40 Change Ensure Authorized Changes are Proper and On Time Request for Change Change Transaction Requester Change Manager Approver Change Manager Developer & IT Staff Tester Requester Create Request for Change Process Request Approve / Reject Request Handover to Execution Create Change Transaction Execute & document Change Test Change Confirm Change Benefits Minimize possible negative impact of changes by implementing only authorized changes Enhance visibility of responsibilities per change phase Bill and charge-back based on actual effort Notification via Workflow SAP and non-sap Changes System Landscapes Change Request supports all types of changes Technical & non Technical Changes IT Assets Admin Tasks 2013 SAP AG. All rights reserved. Public 40

41 Knowledge Leverage Organizational Knowledge to Meet User s Needs Business User IT Support 1 st Level IT Support 2 nd Level Search released solution in Knowledge database Search released solution in Knowledge database Assign Knowledge article (KA) to ticket Provide solution Notification to business user Describe solution Create KA with problem & solution descriptions Check & release KA Highlights Multi -language, Approval concept Publish knowledge to 1st Level support & end users Use integration in Service Desk, incidents and problems Notification to end user Create Knowledge Article 2013 SAP AG. All rights reserved. Public 41

42 Incident, Problem & Change Monitoring & Alerting Service Asset and Configuration with SAP IT Infrastructure Modeling of IT infrastructure components within SAP Solution Manager Agentless auto discovery based on technology & functionality provided by REALTECH Storage of modeling data in REALTECH s Configuration Database (CMDB) including integration in SAP Solution manager Integration in IT Service on SAP Solution Manager for Incident & Problem (e.g. End-User issues with desktop PC) Request for Change & Change (e.g. Deployment of firmware to network infrastructure) Business Process Model business process based on delivered templates Applications Deep modeling of systems, instances, hosts, out of the box for SAP & manually non-sap Infrastructure Integration in End-to-End Monitoring & Alerting on SAP Solution Manager Integration of alerting data for IT infrastructure (e.g. availability of network devices) Visualization of IT infrastructure components in context of influenced systems, databases and hosts Auto Discovery of Hosts, Printers, Storage, Network with SAP Infrastructure 2013 SAP AG. All rights reserved. Public 42

43 Service Level Optimize Service Delivery and Provide Transparency Business User IT Support 1 st/ 2nd Level Service Level Incident & Service Request Problem IRT running MPT running Installed- Base & Object Customer Change Create incident Incident in queue Processing Provide solution Highlights Knowledge Escalation procedure based on IRT & MPT Multiple inbound channels 60% due Reminder Notification processor 100% due 60% due Reminder Notification processor 100% due Define SLAs on object, Business Partner or contract level Notification to Manager Notification to Manager SLA determination on priority and service times Ignore SLA irrelevant status for duration calculations 2013 SAP AG. All rights reserved. Public 43

44 IT Analytics Analytics roles Service Level Installed- Base & Object Incident & Service Request Customer Knowledge Problem Change Service Manager IT Manager (CIO) Are there any major issues in the IT department? How efficient are my IT Services and how can I improve them? Benefits Gain insight of IT service processes Measure IT service performance and service level compliance Provide basis for intelligent business decisions ITSM Processor Team Manager How does my service team perform? Where should I start to work next? 2013 SAP AG. All rights reserved. Public 44

45 IT Service on SAP Solution Manager Incident, Problem and Request Business User 1 st Level Support Call Agent IT Experts 2nd / 3rd Level Support Self Service Portal SAP Frontend IT Service Desk Dispatcher ITSM 1 st Level Support Incident & Problem Root Cause Analysis, Knowledge, ITSM Professional Change ITSM Professional + Change Administration + Masterdata, Service Operations Analytics + ITSM Dashboards, ITSM BW Reportings Pre-Clarification, Search, Dispatching Inbound 2013 SAP AG. All rights reserved. Public 45

46 SAP IT Incident mobile App Typical Business Challenges Employees need to be able to create IT related incident messages easily without having to log-on to SAP Solution Manager Creating an incident messages for IT assets like printers can best be done at the time and place of the problem identification Facts & Figures Role: All employees Target Segment: All LOB Version: 1.0 Availability: 11/2012 Prerequisites: SAP Solution Manager 7.1 SP6 Mobile Device Support: ios 5.0, 6.0 SAP Mobile Business Impact With the SAP IT Incident mobile app for iphone and ipad, all employees can initiate and follow up on their incident messages anywhere and anytime. This app connects to the SAP Solution Manager IT Service solution and allows end users to create and edit incident messages right from their iphone or ipad. Capabilities Create incident messages Attach photos to your messages View the processing status of your incident messages Reply to and confirm your incident messages 2013 SAP AG. All rights reserved. Public 46

47 Unique value with SAP ITSM Harmonized technology from your main Business Software provider Reduce your application and technology zoo: One application to run all your IT Run your IT Services integrated in Application Lifecycle and Run SAP like a factory processes in SAP Solution Manager You have a SAP Solution Manager installation already! Real integration with your SAP ERP processes Integration into SAP Business Suite (time recording, financial management, HCM and resource planning) Manage all IT levels - from the infrastructure, over application even to the Business process Increase Service productivity with ITIL compliant processes Verified on newest ITIL 2011 Edition with all 15 available processes Maximum UI flexibility with latest SAP WebClient Framework ITSM core licences are included in your SAP support agreements 2013 SAP AG. All rights reserved. Public 47

48 Where to find more information? Solution Manager Demo System Visit our IT Service Wiki in the SAP Community Network Additional Service Offerings from SAP Get an expert on-site from SAP Consulting and RunSAP Partners managerdemo.com Try SAP Solution Manager without any risk Available in the cloud 24x7 Demo scripts available for many scenarios Presentations, Information, Demos around IT Service and Change Request Content is targeted and tailored for Managers, End-Users and Administrators Expert Guided Implementations for SAP Solution Manager Class Room Training (SM200) MaxAttention and Active Embedded Book now available: IT Service with SAP Solution Manager Pre-packaged Rapid Deployment Solutions for fix-price Add-on Packages tailored for large scale usage Individual Workshops and Configuration Support 2013 SAP AG. All rights reserved. Public 48

49 Thank you Contact information: David Birkenbach Senior Solution Manager

50 THANK YOU FOR PARTICIPATING Please provide feedback on this session by completing a short survey via the event mobile application. SESSION CODE: 1603 For ongoing education on this area of focus, visit SAP AG. All rights reserved. Public 50

51 2013 SAP AG. All rights reserved. Public 51

52 2013 SAP AG. 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 AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group 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. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices SAP AG. All rights reserved. Public 52

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