Run Better with Application Lifecycle Management

Transcription

1 Run Better with Application Lifecycle Management April 2012 Murray Portnoff Principal Consultant Data Technology Services Operations Services Global Solution Management

2 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. 2

4 Overheard Around The IT Office My budget s shrinking but business demands more from me. I need to be able to capture and show the value of running SAP to my board Escalating costs of running SAP software How can I manage it more effectively and cost efficiently? Security is getting more critical and more difficult! Virtualization & Cloud? Are these just buzzwords? How can I leverage for operations? How can I make the potential of IT innovation real to my business owners? 2012 SAP AG. All rights reserved. 4

5 What does this mean for your IT? Key questions How do I streamline IT support while maintaining high service levels? How can I innovate IT services for maximum business benefit? How do I take control of IT operations budgets and free up funds to invest in IT strategy and implementation? How can I quickly adopt best practices and compare to my industry peers? Where do I start? 2012 SAP AG. All rights reserved. 5

6 SAP ALM Provides Measurable Value Across the Complete Application Lifecycle SAP s Commitment to Measurable Support KPIs Business Continuity Increase number of days without an outage Reduce mean time to resolve Reduce overall incidents Protection of Investment and Accelerated Innovation On current technology stack Number of redundant custom code/objects; functionality available on newer releases SAP APPLICATION LIFECYCLE MANAGEMENT Business Process Improvement Number of emergency changes Impact of change Number of failed changes Reduced TCO CPU utilization and overall power growth rate Storage utilization and growth rate Run and maintain work required for deploying support packages and enhancement packages ALM is best defined as a holistic and integrated ITIL-based approach for application lifecycle management (ALM) by providing processes, tools, services, and an organizational model to manage SAP and non-sap applications throughout their entire lifecycle. In short, ALM is a software lifecycle framework for our customers to accelerate innovation and operate their SAP solutions at lower costs and with less risk SAP AG. All rights reserved. 6

7 ITIL = Information Technology Infrastructure Library ITIL provides a framework of Best Practice guidance for IT Service Management. Since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. ITIL Version 3 covers five ITIL core publications Service Strategy Service Design Service Transition Service Operation Continual Service Improvement ITIL v3 Drives the Close Alignment of Business and IT 2012 SAP AG. All rights reserved. 7

8 How to Tackle these Challenges? With an Integrated and Holistic ALM Approach From complex ALM point solutions to an integrated approach to ALM Optimize Build & Test Operate Requirements Design APPLICATION LIFECYCLE MANAGEMENT Deploy Stand-alone, point solutions for different ALM phases with many system breaks Disparate and not consistent information for the entire lifecycle Hindering collaboration between phases and business and IT Gaps, disruptions through broken processes Proprietary, tool-centric approaches Integrated solution within and between all ALM phases High visibility and transparency Instant Collaboration between distributed IT (Dev./Ops.), business and partner teams Seamless and standardized end-to-end ALM processes based on best practices (e.g. ITIL) Holistic offering including support and services and open for 3 rd party tools 2012 SAP AG. All rights reserved. 8

10 Application Life-Cycle Management The Strategic Value ALM With Application Life-Cycle Management, customers implement high-quality solutions faster and operate them at lower cost Accelerated Innovation Value discovery and realization Innovation without upgrade Near-zero downtime Superior Quality of SAP solutions, customer enhancements and partner deployments in terms of functionality, performance, availability and security Operation at lower cost Standardize, unify, and automate operations Manage complexity Manage SLAs 2012 SAP AG. All rights reserved. 10

11 SAP ALM Processes Help Manage Your Application Portfolio SAP ALM Embraces Complete Cycle of IT Management Processes Upgrade management Comprehensive project support for release transitions Landscape Transformation Management of business- and IT-driven changes in SAP solution landscapes Maintenance Management Management 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 Management 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 Management Standardize configuration across multiple projects Test Management Change impact analysis Complete test management Change Control Management Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process 2012 SAP AG. All rights reserved. 11

12 Application Lifecycle Management Processes Supported by Tools, including SAP Solution Manager Upgrade Management Custom Development Management Cockpit Business Process Change Analyzer Custom Code Management Lifecycle Management for custom code Landscape Transformation Landscape Transformation Software Maintenance Management Maintenance Optimizer SAP Note Assistant Business Process Operations SAP Business Process Monitoring IT Performance & Service Level Reporting SAP Job Scheduling Mgt & CPS Adapter Data Volume and Consistency Mgt Technical Operations Central monitoring & alerting infrastructure SAP Solution Manager Work Centers End User Experience Monitoring Extended Root Cause Analysis scope Data Volume Management work center Change Application Incident Management SAP Service Desk and 3rd Party Integration SAP Root Cause Analysis Tools (SMD/Wily) ITIL IT Service Management aligned Configurable web-client user interface SAP Solution Manager Solution Documentation Solution Manager Solution Directory Solution Documentation Assistant Reverse Business Process Documentation Upload interface to build an initial Business Blueprint structure Solution Implementation SAP Solution Composer SAP Business Process Repository Business Blueprint modeling capability Enhancement Packages Template Management Comparison & Adjustment for template Roll-in changes from projects Test Management SAP Test Workbench Business Process Change Analyzer (BPCA) SAP TDMS, TAO & ecatt Test Automation Framework with 3 rd party tools Control Management SAP ChaRM & CTS+ SAP Quality Gate Management Retrofit /Transport of Copies Cross System Object Locking Tools that support the ALM processes 2012 SAP AG. All rights reserved. 12

13 Enhanced Application Lifecycle Management SAP Solution Manager and ALM Software = Best in class ALM platform Solution Documentation Upgrade Management Landscape Transformation SAP Landscape Transformation Maintenance Management Business Process Operations SAP Central Process Scheduling by Redwood SAP Process Performance Management by Software AG Technical Operations SAP Extended Diagnostics by CA Wily SAP Central Process Scheduling by Redwood SAP Document Access by Open Text SAP Archiving by Open Text SAPSolution Manager and ALM software Solution Implementation SAP enterprise modeling applications by Software AG SAP Application Visualization by irise SAP Central Process Scheduling by Redwood Template Management Test Management SAP Quality Center by HP SAP LoadRunner by HP SAP Test Data Migration Server (TDMS) SAP Test Acceleration and Optimization (TAO) Application Incident Management SAP IT Service Management (ITSM) Change Control Management SAP Portfolio and Project Management 2012 SAP AG. All rights reserved. 13

14 SAP Solution Manager Adaptability and Extensibility Extensions SAP Test Data Migration Server SAP Test Accelerator and Optimizer irise Visualization Software SAP Solution Manager APPLICATION MANAGEMENT Open Service Desk Interface Adapters SAP Solution Manager Adapter for SAP Quality Center by HP Process Scheduling Adapter for SAP Solution Manager SAP ProductivityPAK by RWD Adapter for SAP Solution Manager Third-Party Applications SAP Quality Center by HP SAP Central Process Scheduling by Redwood SAP ProductivityPAK by RWD 2012 SAP AG. All rights reserved. 14

15 Application Lifecycle Management SAP Solution Manager Platform Supports ALM Blueprint Configuration Testing Business Process Change Analyzer SAP Solution Manager Service Desk Issues Change Requests Quality Gates Root Cause Analysis End User Experience System Monitoring System Administration Upgrade Scope Service Delivery Maintenance Optimizer Learning Maps Business Process and Interface Monitoring Data Volume/Data Consistency Management Job Documentation Solution Documentation Assistant Custom Development Management Cockpit 2012 SAP AG. All rights reserved. 15

16 SAP Solution Manager: One Integrated Solution for IT Management IT Service Management IT Portfolio and Project Management Enhancement Incident Business Requirement Problem Portfolio Minor Release Urgent Change Request for Change Single Source of Truth Project Design Mgmt Major Release Build Execution Business Process Monitoring and Analytics Monitoring of Systems, Technical Scenarios and End User Experience Run SAP like a Factory Change Build Mgmt Test Mgmt Release & Deployment Mgmt Test Execution Deployment execution Application Lifecycle Management 2012 SAP AG. All rights reserved. 16

17 A perfect solution for documentation SAP Solution Manager and Infrastructure Management System landscape and infrastructure documentation TST SAP CRM DEV TST DEV PRD SAP ERP Single source of truth Business process documentation with enhanced business blueprinting or reverse business process documentation PRD Non-SAP business apps Infrastructure Infrastructure Management tools extend SAP Solution Manager into an IT infrastructure SAP AG. All rights reserved. 17

18 What our customers say SAP Solution Manager maps all functions needed Cut total cost of ownership by more than 30% 30% future savings in implementation projects 50% of time saved in test management Technical downtime reduced by more than 50% Customer quotes program at

20 Links for More Information SAP Service Marketplace: * * * * * * Book: SAP Solution Manager SAP Developer Network (SDN): * * Expert Guided Implementation * - Under Nuts & Bolts * Requires login credentials to the SAP Service Marketplace 2012 SAP AG. All rights reserved. 20

21 Appendix Solution Manager 7.1 Features

22 Appendix Table of Contents Key Needs & Key Innovations Business Process Blueprinting Template Management Test Management SAP IT Service Management (ITSM) Change Request Management Transport Management Monitoring and Alerting Run SAP like a Factory Data Volume Management Business Process & Interface Monitoring Job Scheduling Management Data Consistency Management Custom Code (& Lifecycle) Management Custom Development Management Cockpit System Recommendations (Notes & patches) Upgrade Dependency Analyzer Maintenance Optimizer 2012 SAP AG. All rights reserved. 22

23 SAP Solution Manager 7.1 For the Entire Customer Solution SAP and non-sap Solution Implementation Test Management Change Control Management Incident Management Application Operations Business Process Operations Key Needs One central platform for all activities. Intuitive workflows. Change impact analysis of software changes and identification of risk-based test plan Minimize test efforts Integrate more partners Change management and central software logistics. Manage incidents professionally. Adhere to industry standards. Centralize incident management in one platform. Stable and extendable monitoring and alerting infrastructure. Automation and reporting based on industry-specific templates. Keep mission-critical processes operational. Benchmark business process performance with peers. TODAY Key Innovation Solution documentation assistant for non-abap programming language Enhanced Business Blueprint Test Automation Framework for process integration of 3 rd party test automation products Risk-based test scope for SAP support packages and enhancement packages Unification of quality gate management and change request management Decision criteria for quality gates ITIL-compliant ITSM functionalities Web-based, adaptable user interface Integration in ALM processes, multiple support levels, and connected systems End-user experience monitoring Process integration monitoring Business Intelligence monitoring Connection monitoring System, DBMS, and host monitoring Technical analytics Management Dashboards Business process monitoring for non-sap software Business process monitoring templates Business process monitoring benchmarking 2012 SAP AG. All rights reserved. 23

24 New Modeling Capability for Business Blueprint Business Process Blueprinting in SAP Solution Manager 7.1 Key Message Modeling capabilities based on Business Process Management Notation standards (BPMN) Significantly increased usability and graphical modeling Access to various modeling content sources such as BPR, Template, Project content Ability to deal with Composition and SOA content How to work with the RCP client Open existing SAP Solution Manager project in RCP client Enhance blueprint structure, e.g. create new process Edit process-related contents Transactions / Reports General/Project Documentation Business Process Flow Diagrams (SOA Services) Interactively model structure elements in RCP client based on BPMN notation Save and write back contents to SAP Solution Manager Note: Usage of new modeling capabilities require future editing in the RCP client SAPGUI Business Blueprint with RCP Client 2012 SAP AG. All rights reserved. 24

25 Template Management Governance for Global Projects SAP Solution Manager delivers End-to-End governance of global processes Template (definition of global processes, examples for local processes) Project (Implementation of global and local processes) Solution (Execution of processes) Global Rollout Cut Over Compare and Adjust (Verification that all global processes are implemented locally) Solution DocumentationAssistant (Verification that all global processes are executed locally) Single source of the truth (process description and execution) 2012 SAP AG. All rights reserved. 25

26 Test Management Options for SAP Customers based on SAP Solution Manager 7.1 New SAP Solution SAP Solution Update Business Blueprint Business Blueprint Change Impact Analysis Test Option 1 Test Planning Test System Setup advanced SAP Solution Manager Work Center Test Workbench Test Execution Two HP QTP seats included in SAP Enterprise Support SAP Solution Manager Change Deployment new Test Automation Framework HP QTP and other integrated ISV test automation tools advanced BPCA Test Option 2 advanced SAP Quality Center by HP SAP TAO advanced Test Option 3 new Quality Manager, ReqPro, SAP AG. All rights reserved. 26

27 SAP IT Service Management (ITSM) ITIL -compliant IT service and support processes Service Level Management Incident & Service Request Management Problem Management Externally verified IT service and support processes Incident Management Customer Service Request Management Installed-Base & Object Management Knowledge Management Change Management Problem Management Change Management Knowledge Management Installed-Based & Object Management (for Configuration Management) Service Level Management * pricelist component Source: SAP AG. All rights reserved. 27

28 SAP IT Service Management Key steps achieved with SAP Solution Manager 7.1 State-of-the-art service desk Simple but flexible user interface Usage rights that cover the complete customer solution Extendable to IT service management CRM 7.01 ITSM SAP Solution Manager 7.1 SAP Solution Manager 7.0 ALM Based on SAP CRM 7.01 SAP Solution Manager integrates application lifecycle management and IT service management processes on a single platform SAP AG. All rights reserved. 28

29 Integrated ITSM and ALM processes with SAP Solution Manager 7.1 IT Service Management Incident Management Problem Management Change Management Knowledge Management Event Management (Alerts) Impact & Root Cause Analysis Maintenance Management Test Management Deployment Management Application Lifecycle Management 2012 SAP AG. All rights reserved. 29

30 IT Service Management on SAP Solution Manager Incident, Problem & Change Management for entire customer IT solution Enterprise Support SAP Solution Manager Solution Documentation (Business Process Descriptions) New sales opportunity received via mobile device Entered in SAP ERP / CRM System Saved in 3 rd party database Printing of Invoice SAP Cmp. Mobile SAP Components Database Printer Need Firmware update Low performance in PO1 Can t save my data Printer is out of paper Incident Management Repair Problem Management Research Change Management Resolve 2012 SAP AG. All rights reserved. 30

31 Change Request Management One Central Process to Control Change Execution 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 Notification via Workflow SAP and non-sap Changes Change Request Management supports all types of changes Technical & non Technical Changes System Landscapes IT Assets Admin Tasks 2012 SAP AG. All rights reserved. 31

32 Service Desk Change Request Management SAP Solution Manager Tester Service Desk Employee Developer IT Operator Serv ice Des k Mes sage Req uest for Cha nge Cha nge Tran sacti on Feedback Change Manager PRD Controlled transports QAS Controlled transports DEV Requester Change Request Management embedded in Application Lifecycle Management ALM Capabilities IT Service Management Quality Gate Management System Recommendations Project & Solution Directories Test Management Job Scheduling Management Change Request Management Technical Infrastructure Transport Management System Enhanced Change & Transport System 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 2012 SAP AG. All rights reserved. notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of 32 merchantability, fitness for a particular purpose, or non-infringement

33 Transport Management with SAP Solution Manager SAP Transport Best Practices Enhanced Change and Transport System (CTS+) Transport of Copies Reporting Cross System Object Lock Retrofit Critical Objects 2012 SAP AG. All rights reserved. 33

34 Monitoring and Alerting Infrastructure Evolution 7. 1 End-to-End Technical Monitoring & Alerting Local RZ20 Central Central CCMS BI PI System Database Host ABAP ABAP SAP J2EE ABAP Java.Net C/C SAP AG. All rights reserved. 34

35 Run SAP like a Factory: Application Operations Capabilities Monitor Notify Analyze Administrate Proactive real-time monitoring Reactive handling of critical events Lower mean time to problem resolution Optimize excellence of technical operations System, DBMS and Host Monitoring End User Experience Monitoring Connection Monitoring Process Integration Monitoring Business Intelligence Monitoring Solution Manager Self Monitoring Technical Monitoring & Alerting Root Cause Analysis Technical Administration Unified Alert Inbox Alert correlation and propagation Central Template Maintenance Open data provider and alert consumer End-to-End Change Analysis End-to-End Workload Analysis End-to-End Exception Analysis End-to-End Trace Analysis Task Inbox Down Time and Work Mode Management IT Calendar Notification Management Central Tool Access Report Prove value to business Technical Reporting EarlyWatch Alert (for Solutions) Interactive reporting Customer specific reporting Management Reporting Document based SLA reporting Interactive SLA Reporting Management Dashboard Incident Management 2012 SAP AG. All rights reserved. 35

36 Data Volume Management Capabilities in Detail Data Allocation Statistics Understanding the data consumption of SAP landscapes rather than single systems Application-related views on data distribution (application area, document types, archiving objects, etc.) Table Utilization Analysis Identify unused data as potential for data reduction and tackle most heavily accessed objects at an early stage Timely Distribution of Records Automated calculation of Age Footprint of SAP applications Identification of application areas and document types for reduction measures and detection of data quality issues Best Practice Document Generation Guided creation of best practice documents for selected objects and understand the business background Provides standardized data content analysis for technical blueprint Data Volume Management Efficiency Reporting Visualization of business growth rate compared to technical landscape growth Basis for decision making and planning of follow-up activities and display of landscape-wide achievements of measures Calculation of Potential Savings Simulation of saving potential for data deletion or archiving using SAP best practice values and revealing potential data volume management strategy gaps 2012 SAP AG. All rights reserved. 36

37 Business Process Monitoring Alert Monitoring, Analytics, Dashboards IT Business Process Stabilization (monitor interfaces & jobs) Minimize interface failures Minimize errors or delays in background processing Maximize technical performance Avoid functional errors (e.g. ABAP dumps, update errors) Business Process Improvement (based on document backlog) Clean up old & open business data Identify possible end-user training gaps Standardization issues Close process design gaps Adjust customizing and/or configuration Business Business Process Improvement (based on internal benchmarks) Reduce Time to Market with Lead Time calculations Analysis of Working Capital (e.g. Slow Moving Stock) Improve Supply Chain (e.g. STO Value in Transit) Reduce Exceptions in Order Management (Rejections, Returns) Protect initial investment Make most of initial investment & achieve optimum according to plan Business Process Monitoring for interfaces, background jobs & crossapplication Business Process Analytics Business Process Operations Dashboards Business Process Analytics & Business Process Monitoring (application-specific) 2012 SAP AG. All rights reserved. 37

38 Business Process & Interface Monitoring Out-of-the-box Content for Business Process Analytics and Monitoring SAP Solution Manager Business Process Monitoring MONITORING CONTENT Cross Application Monitoring Dialog Transaction Performance Background Jobs Application Error Logs Update Errors Batch Input Monitoring etc Interface Monitoring qrfc, BDoc, ALE/IDoc XI/PI File Monitoring Business Process KPI s = Throughput & Backlog Indicators SAP Business Suite ( ECC, CRM, SCM,SRM etc) IS Solution e.g. Utilities, Banking, Insurance, Retail etc Alert Dash Board Alert Notification via , SMS etc Integration into Service Desk BW Analytics & Reporting Service Level Reporting Best Practice Documents Implementation Roadmap (RunSAP) Alerting Reporting & Analytics Best Practice Content 2012 SAP AG. All rights reserved. 38

39 Run SAP like a Factory: Business Process Monitoring Go to Operations Setup Backlog of open ERP Sales Orders Backlog of open Outbound Deliveries Backlog of CRM Orders in Status Error in Distribution qrfc Monitoring of critical queues Invoices not transferred to Accounting No. of Inbound SHPCON IDOCs in Error Status 2012 SAP AG. All rights reserved. 39

40 Job Scheduling Management Process View Business Department IT Department Key User/End User Business Process Operations SAP Technical Operations Application Management Create Job Request Plan Job Request Receive Approval/Rejection Approve/Reject Job Request Document Job Document Job Test Job Schedule Job Run Job Monitor Job RCA process 2012 SAP AG. All rights reserved. 40

41 Data Consistency Management Why can inconsistencies occur? User Level Data inconsistencies due to Real world operation system transaction Wrong usage of transaction Application Level Data inconsistencies within one system or between two systems due to Logical inconsistencies in application integration Errors in application programs Absence of error handling Technology Level Data inconsistencies due to Absence of transactional correctness Data loss Hardware failures 2012 SAP AG. All rights reserved. 41

42 Custom Code Management Target Best-Run Customization Avoid Legacy and adopt Innovations Centralization & Governance of Custom Code ( Cockpit, Library and Guidelines ) Proactive Business Contingency ( RCA and Maintenance ) Identification & retirement of unused custom code ( AIE and MJC ) Efficient & Effective Custom Code Lifecycle Management Starting Control Transparency Lifecycle Management Take Ownership and Control of the City Optimization of Custom Code Enablement of tools, e.g. SAP Custom Development Management Cockpit, Code Inspector, Similarity Analysis Provide information to stakeholders for decision making & planning of Custom Code Lifecycle Management Reengineering of Custom Developed Solution: Let SAP do the Maintenance Standardize by moving closer to Standard Awareness and Prioritization - City Model to visualize Key Dimensions of Custom Code Quantity Quality Business Technical Criticality Severity Solution Transition Assessment 2012 SAP AG. All rights reserved. 42

43 Custom Code Lifecycle Management Gain Transparency of all Custom Code Objects Get full transparency of all custom code objects across systems Monitor and track changes of key figures for the complete SAP Solution Derive proactive operations and optimizations projects 2012 SAP AG. All rights reserved. 43

44 Custom Development Management Cockpit Promotion of Innovation & Protection of Investment Usage / Clearing Custom Code Change Impact Lifecycle Management Change and Transport Analysis Control and Optimize Transparency Transparency on custom code and its usage along with the business context information. Big saving potential by clearing based on identified obsolete customer objects Accelerated Upgrade 2012 SAP AG. All rights reserved. 44

45 System Recommendations Deploy important notes and patches pro-actively To keep your SAP systems up-to-date and secure you have to apply various types of notes and patches. System recommendations shows all relevant notes and patches for the selected systems and helps you to easily keep all of your systems up-to-date SAP AG. All rights reserved. 45

46 Upgrade Dependency Analyzer Upgrade Dependency Analyzer displays known landscape dependencies Upgrade Dependency Analyzer is fully integrated into SAP Solution Manager 7.1 SAP Service Marketplace SAP Solution Manager 2012 SAP AG. All rights reserved. 46

47 Maintenance Optimizer Maintenance Optimizer is the central application for all software maintenance activities in a system landscape Support of Enhancement Package (EHP), Support Package, Upgrade, Legal Change Package installation for SAP ERP HCM Solutions, HR Support Packages, SAP Add-Ons, Java Patches, Powerful automatic delta calculation to ensure all needed maintenance files will be downloaded User-friendly and easy-to-use guided procedure for the handling of all maintenance activities 2012 SAP AG. All rights reserved. 47

48 Thank you! Murray Portnoff Principal Consultant DTS Operations Services Global Solution Management

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