Run SAP Implementation Partner Program Guide 2009 ADOPTING THE RUN METHODOLOGY INTO YOUR SAP IMPLEMENTATIONS

Run SAP Implementation Partner Program Guide 2009 ADOPTING THE RUN METHODOLOGY INTO YOUR SAP IMPLEMENTATIONS

Executive Summary The foundation for business process availability is laid in the technical implementation of the solution that supports the business process and that solution s end-to-end operation. Business process availability, however, is not merely a function of the underlying technology and the application. Availability hinges on how that technology is fist implemented and then supported day in and day out. Functional and technical project teams must work in concert not in a vacuum. The Run SAP methodology provides a proven methodology to enable you to optimize the implementation and on going management of the end-to-end solution operations. End-to-end Solution Operations Standards are the key to customers success for efficiency, business process availability, transparency, and reduced total cost of operations. The Run SAP methodology creates a standardized and proven implementation method for end-to-end solution operations. In many implementation projects, the technical and functional parts of the implementation operate as two separate projects. The two parts of a typical implementation and operations project are nearly equal in terms of complexity, effort, and resources. However, the functional and technical implementation teams have different target groups: the functional departments and the support organization, respectively. In many cases, the functional and technical implementations are delivered by different service organizations and by separate project teams operating with separate budgets. And most organizations do not have a formal plan in place to guide the handover from the implementation team to the support organization. SAP has a vested interest in ensuring that every support organization can successfully run the business systems that support the business processes. With Run SAP, the SAP Active Global Support organization has taken steps to define a clear, shared methodology for the ongoing management of the end-to-end solution. The Run SAP methodology The complexity of solutions that partners implement requires a comprehensive solution management concept. Business processes extend not only across different systems and components inside the same organization but also across different organizations. For this reason, integration of business processes as well as software and system components becomes more relevant in the implementation of new solutions. Customers need not only to successfully implement SAP solutions but also manage the operation of the business process after going live with the software. Therefore, they need the SAP standards for solution operations to run SAP solutions, as well as the methodology for the implementation of those solutions. Run SAP focuses on application management, business process operations and administration of SAP Solutions. The methodology describes how support scenarios should be implemented across the life cycle design, setup, operations, and optimization. And with its best practice documents for solution operations, it describes how to implement end-to-end solution operations for different SAP business scenarios. 1

Run SAP provides a methodology for the implementation of end-to-end solution operations. This methodology includes: The SAP standards for end-to-end solution operations The road map of Run SAP to implement end-to-end solution operations A training and certification program Tools: including the SAP Solution Manager application management solution Support Services The Run SAP methodology is based on the SAP Solution Manager application management solution, the platform for application management and landscape administration throughout the SAP software life cycle. SAP Solution Manager is the application management solution that enables you to implement end-to-end solution operations. With SAP Solution Manager, you gain the support of several functions required to run operations, such as root cause analysis, change management, business process and system monitoring, service desk, and minimum documentation. Run SAP methodology is available with Solution Manager. Joining the Run SAP Implementation Partner Program In order to become a member of the Run SAP Implementation Partner Program you have to be an SAP Services Partner. The next step in the process is to contact your Active Global Support Partner Manager or send your inquiry to the Active Global Support Partner mailbox @ SAPAGSRunSAPpartner@sap.com. Once you have expressed interest to participate, an Active Global Support Partner Manager will contact you to develop the certification path and further explain the necessary criteria for partner organizations to become certified in the Run SAP methodology. For the calendar year of 2009, all associated costs related to the partner organization certification for this program will be waived. Consultant training required for this program will not be waived and will be delivered through SAP Education. 2

Criteria for Becoming a Run SAP Implementation Partner Partner must have SAP certified Support Consultants in their SAP Practice in accordance with the general applicable certification standard and requirements set by SAP. There are a specific number of certified Support Consultants required for each partner, depending on their Services Partner status Global Services Partners in this program will be required to have 35 SAP certified Support Consultants within two regions at a minimum. Local Services Partners in this program will be required to have 11 SAP Certified Support Consultants within the region or location where their Services Partner agreement was executed. Partner consultants will be certified through role based trainings delivered by SAP Education. There are four roles defined: Project Manager, Root Cause Analysis, Change Control Management, and Business Process Management. Every partner organization must have a specific number of certified Support Consultants in each role. The breakdown is as follows: Services Partner Type Required Resources for Project Manager Role Required Resources for Root Cause Analysis Role Required Resources for Change Control Management Required Resources for Business Process Management Total Number of Certified Resources Global 5 10 10 10 35 Local 2 3 3 3 11 The following course descriptions represent the training curriculum for each role. Support Consultant - Project Manager Role E2E040-Run SAP Methodology (2-day course) Successfully integrating SAP End-to-End Solution Operation standards is dependant on the company s ability to understand and properly define a project to implement those standards. The E2E040 Run Sap Methodology course provides the knowledge transfer to customer IT staff, project management and partners on the End-to-End Solution Operation standards and how to define a Run SAP project plan. Included in the conversation are how to assess areas of improvement within customer support organizations and how to use up-skilling and partners to address these needs. E2E060 Customer Center of Expertise Implementing SAP Quality Management (3-day course) This course is for customers and partners who need help in establishing quality management as a Single Source of Truth in resolving critical challenges across SAP solutions. In particular, Customer Application Managers, Implementation Project Managers and Operations Managers. By utilizing the support methodology and End-to-End Solution Operations standards in designing the Customer Center of Expertise (Customer CoE), IT organizations will realize improved quality management and reduced total cost of operations. Support Consultant Root Cause Analysis E2E100 Root Cause Analysis (5-day course) SAP Standards for Incident Management with End-to-End Root Cause Analysis (E2E100) enables you to leverage root cause analysis standards and resolve problems in heterogeneous IT landscapes quickly and permanently. The end-to-end root cause analysis course provides you with best-in-class knowledge and skills to run the diagnostics functionality of SAP Solution Manager on the full breadth of solution operations. A higher level of availability of your IT solution leads to less work for your IT organization, with lower TCO for you. 3

Support Consultant Change Control Management E2E 200 Change Control Management (5-day course) This course introduces you to change control concepts, which coordinate and optimize how changes are introduced into a software landscape. By ensuring that changes do not conflict with each other, and do not disrupt ongoing business, you ensure improved quality of the software landscape and higher availability of IT solutions. End-to-End Change Control Management provides you with the know-how to efficiently handle changes to solutions, which is key to operational excellence in your business and to cutting TCO significantly. Support Consultant Business Process Management E2E 300 Business Process Integration and Automation (5-day course) This course focuses on the areas business process and interface monitoring, job scheduling management, business process performance optimization, data-consistency management, and data-volume management. These standards help you streamline planning and integration of business-critical processes in heterogeneous IT landscapes. With improved business processes, the performance and data consistency of your solutions and optimized use of hardware resources, End-to-End Business Process Integration and Automation Management helps your business contain costs. To view the current trainings scheduled for the E2E courses, please visit the SAP Education site at www.sap.com/services/education. To provide an alternative for certification, consultants can take the exam only portion of these classes at Pearson Vue centers located around the world. To locate a test center near you, schedule an exam, or to view all available tests, please visit www.pearsonvue.com/sap. 4

Organizational Certification Once the partner has attained the number of certified Support Consultants, the partner can then begin the audit process for organizational certification. The Partner organizational certification process has multiple elements. The audit process to achieve certification will cover the following areas: Adoption of Run SAP Methodology The most critical element of the certification process is the adoption of the Run SAP methodology. The goal of the Run SAP Implementation Partner program is to ensure the widespread adoption and implementation of the Run SAP methodology and its end-to-end solution operations standards. The implementation of end-toend solution operations project should be managed as any other implementation project, including the functional and technical aspects. The partners will be required to demonstrate their capabilities of incorporating the Run SAP methodology into its own implementation standards. Each partner will utilize the Run SAP roadmap when adopting the Run SAP methodology. The roadmap for Run SAP is structured on a time axis and guides SAP professionals in key phases. Key phases are the scope definition of the future operations processes, the preparation of a detailed project plan, the implementation of the processes, and finally the operation and optimization of your SAP solution. The Run SAP roadmap includes work packages similar to the ASAP methodology, each containing best practices, accelerators, and guides to implement the end-to-end solution operations standards. Each partner will be required to strategically integrate the key phases of the Run SAP roadmap into their own implementation phases of an SAP solution. Development of a Run SAP Practice The second element of the certification criteria includes the development of a Run SAP practice. Partners are required to develop and maintain the skills associated with the Run SAP methodology. Training plans will be required to present at time of the certification audit to adequately define the up-skilling of existing partner resources on the latest releases of the Solution Manager application and the Run SAP roadmap. The Run SAP certification process will examine how each partner defines their success in developing their Run SAP practice. Each partner will provide their own metrics on defining what will make their Run SAP practice a success with the exception of the customer reference targets. The partners will be required to target five customer success stories and/or references relevant to the Run SAP methodology and the end-to-end solution operations standards. Business Development Activities The third element of the certification criteria includes business development activities. To ensure alignment of the Run SAP message to the market, partners will need to present their service offerings based on Run SAP. The goal is to ensure our partners are successful in positioning Run SAP effectively to the market. Our partners will need to present their business development strategies and how they will go to market with Run SAP. These strategies can inlcude target market, industry segments, and communication channels. Communication channels are an important vehicle to understand how our partners will message Run SAP. Such channels can be webinar sessions, presentations at ASUG meetings, or SAPHHIRE presentations. The partners should be able to identify how they will position Run SAP and the channels they utilize. Additionally, the partners should provide targets they plan to utilize for measuring the sales activities involving Run SAP. Targets to be reviewed can include revenues, number of customer wins, and pipeline growth. All Partners must pass the Run SAP Implementation Partner certification audit as summarized in Annex 1 hereto and any re-certification audit conducted by SAP. A first audit shall be carried out after the partner has certified the required number of role based Support Consultants as described in this Program Guide. In order to maintain the status of a member of the Run SAP Implementation Partner Program, the Partner will need to undergo a re-certification process by SAP based on the criteria as set forth in Annex 1. SAP reserves the right to update the (re-)certification criteria and requirements. SAP will conduct a recertification every two calendar years. The Partner and SAP will agree to specified dates and times of when a (re)certification audit will occur. 5

Benefits of the Run SAP Implementation Partner Program Given the complexity of today s IT environment, typically running heterogeneous software in a highly distributed landscape has become increasingly difficult. By implementing SAP end-to-end solution operations, your customers and their business process experts will help to enable greater efficiency, transparency, and security in their SAP application management. The Run SAP Implementation Partner Program may enhance the Partners existing SAP implementation services portfolio by offering these exemplary services: Solution Manager Assessment and Scoping Design of Operations Change Request Management services Solution Manager Diagnostics Business Process Automation Consultants who are certified in the end-to-end solution operation standards will provide the necessary support strategy concepts customers are seeking to standardize their processes and lower their TCO. The Run SAP Implementation methodology will assist your customers toward their goals of achieving an established path to Enterprise Services Orientated architecture (esoa). Participation in the Run SAP Initiative includes best practices and training and certification to help your IT and business process experts manage complex IT landscapes and better implement enterprise service-orientated architecture strategies to optimize the performance of SAP solutions end to end. Members of the Run SAP Implementation Partner Program will be invited to the Active Global Support Run SAP Partner Communication sessions. These sessions provide insight to the latest developments on Run SAP and Solution Manager content provided by SAP experts. In addition to the benefits outlined above, once the Partner satisfies the requirements to become a Run SAP Implementation Partner, the partner will be able to carry the Run SAP certification logo for their marketing collateral. 6

ANNEX 1 Run SAP Implementation Partner Certification Criteria & Audit Run SAP Practice Development Obtaining the required number SAP certified Support Consultants Training Plans o Partners to provide training plans to ensure consultants are trained on the latest Solution Manager release and Run SAP roadmaps o Increase the amount of certified consultants within partner Run SAP practice Run SAP Services Portfolio to ensure services are aligned with the Run SAP methodology o Assessment and Scoping Services o Root Cause Analysis o Change Control Management o Change Request Management o Incident Management o Business Process Monitoring Key Performance Indicators to manage Run SAP Practice development o Partners to target three customer references after achieving certification o Partners to develop and provide metrics to ensure the success of the Practice Run SAP Business Development Partner will develop business development content and materials for review o Ensure proper alignment of the Run SAP messaging to the market Provide target markets and revenue goals for the Run SAP practice Provide communication methods on how to position Run SAP o ASUG, SAPPHIRE, webinars, customer success stories Run SAP Adoption Partner to demonstrate ability to strategically incorporate the Run SAP methodology into own implementation methodology/standards via their own tool or database that contains their implementation methodologies. o On site demonstration or remote demonstration provided by partner to review the incorporation of the Run SAP methodology into partner s SAP implementation methodology. Develop additional content to support the Run SAP methodology, particularly the end-to-end solution operation standards Partner to provide documentation of demonstration 7

ANNEX 2 Run SAP Implementation Partner Re-Certification Process Services Partners who will have their certification expire in 2009 will need to go through another certification process in order to maintain their certification status. The existing Services Partners certified in the Run SAP methodology will need to satisfy the requirements as outlined in Annex 1 of this Program Guide. In addition to those requirements, partner will also be required to provide five (5) customer references. These references can be based on the Run SAP methodology, one of the end-to-end solution operations standards and/or Solution Manager. These references should contain measurable improvements in your customers operation efficiencies. For example, a customer can reference that their testing efforts were reduced by a specific percentage amount through the usage of the Testing standards in Solution Manager. Or, a customer can reference that they reduced their incident resolution time by a specific percentage amount. Existing Partners will need to satisfy the certified resource requirements before any audit will occur on the adoption of the Run SAP methodology. The re-certification process should be coordinated at least two months in advance to the date of your expiration of existing certification. 8

ANNEX 3 Run SAP Implementation Partner Operation Standards The Partner s Run SAP Implementation Practice should consist of two main areas: Adoption of Run SAP methodology Staffing of Certified Support Consultants Each partner will be required to utilize the Run SAP methodology into their own SAP implementation projects as well as incorporating it into their SAP Practice methodology. The implementation of operations is a project that runs in parallel with the functional and technical implementation projects. It usually involves several parties such as system integrators, the customer, the support organization, outsourcing partners and hardware partners. For this reason, all activities need to be coordinated to implement the operations as a project or several projects. The roadmap for Run SAP guides you through defining the scope of the operations being implemented, preparing a detailed plan, performing the set up, and running the SAP solution. The roadmap provides not only what needs to be implemented but also how it needs to be implemented, in the form of implementation methodology documents and best practice documents. The implementation methodology describes how support is implemented across the life cycle. The best practices describe more in detail how to implement the end-to-end solution operations for different SAP solutions. The Run SAP Implementation Partners should be able in providing the knowledge and solution operation standards to their customers in the following phases of Run SAP: Assessment and Scoping Design of Operations Set up of Operations Handover into Production Operations and Optimization Below are the primary phases of the solution operation standards to be implemented as part of the Run SAP methodology. 9

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