SAP Solution Manager: Scenarios. Product Management SAP Solution Manager SAP AG

SAP Solution Manager: Scenarios Product Management SAP Solution Manager SAP AG

SAP Solution Manager provides scenarios for all phases of the application management life cycle Implementation of SAP solutions SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test management Upgrade of SAP solutions SAP methods & tools E-learning mgmt. Test management Change Request Management Follows ITIL standards Maintenance processes = Required for the delivery of SAP Standard Support Services CORE BUSINESS PROCESSES Delivery of SAP Services Onsite/remote delivery Issue Management Solution Monitoring System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert Service Desk Best Practices for messaging Integration of 3rd-party help desks Root Cause Analysis Safe remote access Performance measurement Logs and Dumps Traces Technical configuration

SAP Solution Manager offers role-based work centers SAP Solution Manager Work Centers are based on SAP Standards for Solution Operations are role-based are easy to use and learn are available for SAP Solution Manager 7.0 (formerly SAP Solution Manager 4.0) Business Process Champions Request Business Change Sign-off Change Program Management Office Monitor Change Application Management Implement Change Test Change Technical Operations Deploy Change Available Work Centers with SPS 15 Solution Landscape/Operation Setup Change Management Incident Management Service Delivery Business Process & Interface Monitoring Job Schedule Management System Monitoring System Administration Diagnostics: Root Cause Analysis Implementation & Upgrade System Landscape Management SAP 2007 / Page 3

The More Transparent the Solution, the More You Benefit! All systems All business processes All training information The entire documentation All maintenance activities All service planning, deliver ad follow-up information SAP SOLUTION MANAGER All test information All customer developments and functional enhancements All change information All incident and problem information All service level information All monitoring data

Process Details System Landscape Customer CRM 4.0 Supplier EDI EDI Headquarter BW 3.0 EDI ECC 5.0 SCM 4.1 Production EDI EDI EDI Distributor EDI Warehouse Subcontractors

System Landscape in SAP Solution Manager

Process Details Business Process Third Party Tool Inbound Call (0) DSZ (CRM 4.0) Identify Contact Person and Confirm Account (1) Maintain Customer Record (2) Retrieve Information from Fact Sheet (3) ID3 (ECC 5.0) Change Customer Record (2a) Retrieve Information for Fact Sheet (4) This graphic can also be used for reporting (i.e., Remote Performance Optimization, Business Process Management, Service Level Reporting) CRM IPC Determine Price (6a) Determine Configuration (6b) Create Quotation (5) Configure Product (6) Create Sales Order (7) ATP Check (Create Reservations) (7a) Create Sales Order (8) Create Invoice (9) The process graphic is available for all services and exportable into PowerPoint automatically, without manual draftsmanship.

Business Process in Solution Directory

SAP Solution Manager - Scenarios Implementation of SAP Solutions Service Desk Diagnostics Solution Monitoring Delivery of SAP Services Change Request Management Upgrade of SAP Solutions

Implementing SAP Solutions Process in Detail Project Preparation Business Blueprint Configuration Testing Define project Set up system landscape Define customer solution based on SAP processes Configure processes Synchronize Cust. settings Test processes Project Administration Issue Tracking / Monitoring / Reporting SAP Solution Manager Roadmaps

Work Center Implementation & Upgrade

Implementation Content: Business Scenarios Business Scenarios include various Business Process descriptions and guided configuration support for SAP Solutions Availability: SAP ERP (Financials, Operations, HR, Corporate Services, ) SAP CRM SAP PLM SAP SCM SAP SRM SAP Financial & Public Sector Industries SAP Service Industries SAP Manufacturing Industries SAP NetWeaver Business Scenario Process Process Step Visualized by Component View

Example: Implementation Content for mysap ERP SAP ERP Solution Manager Content Available for the following Implementation Phases mysap ERP 2005 Content 1. Business Scenarios (KFA- Process Groups) and Business Processes for SAP ERP 2. Configuration Content for SAP ERP Project phase Business Blueprint Realization Final preparation Go Live & Support mysap ERP 2005 Content 3. Best Practices for SAP ERP 5. Upgrade Roadmap for SAP ERP

Global Roll-out Process in Detail Enterprise Requirements 1 Define global template T1V1 2 Roll out global template Global Template(s) become Reference System 3 Implement template T1V1 T1V1 T1V1 Local Unit 1 Local Unit 2 Local Unit 3 Local Systems Requirements finalized in Local Implementation Projects

Global Roll-out Process in Detail (II) Enterprise Requirements T2 T3 T1V1 T1V2 5 Create new template version 6 Roll out new template version 7 Implement new version Global Template(s) become Reference System 4 Roll in template requirements T2 T3 T3 T2 T1V1 T1V2 T1V1 T1V2 T1V1 T1V2 Local Unit 1 Local Unit 2 Local Unit 3 Local Systems Requirements adapted in Local Implementation Projects

Central Test Management SAP CRM SAP SCM SAP ERP Create Sales Order End-to-End Business Process Configure Products Determine Conditions Availability Check Credit Check Replicate Order Receive Order Order Confirmation Maintain Status Test Management SAP Solution Manager Test Execution Example: Sales Order Processing

Work Center Implementation & Upgrade - Test

Test Management Test analysis Project structure with assigned test cases Test plan Test package Test package Test package Test package Test package Test package Test Test Test Test Collection of test cases Selection of test cases Assignment of test packages to testers Test Execution

Service Desk Scenario End User Report Incident 1 Solution Support Search for Solution 2 SAP Service Marketplace SAP System Service Desk Find Solution SAP Note Database Service Products Best Practices 3 Perform Root Cause Analysis Forward Problem 4 SAP Support 6 Provide Solution Customer's Solution Database 5 Perform Root Cause Analysis Provide Solution Customer SAP

Work Center Incident Management

End-to-End Root Cause Analysis and Solution Monitoring with SAP Solution Manager PROBLEM DETECTION = SOLUTION MONITORING IT Reporting & Analytics Aggregate IT Health Check Evaluate SAP SOLUTION MANAGER End-to-End Root Cause Analysis End-to-End Change Analysis End-to-End Workload Analysis End-to-End Exception Analysis End-to-End Trace Analysis Component Root Cause Analysis Select ABAP Java.net PROBLEM RESOLUTION = ROOT CAUSE ANALYSE C(++)

Work Center Diagnostics Root Cause Analysis

End-to-End Workload Analysis: Example An Employee Self-Service (ESS) user experiences a performance problem in the browser. Browser WAN Network Presentation Logic Application Logic Database Enterprise Portal ECC Analysis Path Finding Use End-to-End Workload Analysis to check server side performance Use End-to-End Trace Analysis to record the activity of a single user browser to disk Use BMC Appsight for SAP Client Diagnostics to identify the root cause of bad client performance No bottleneck on server side, so issue must be on client, network or performance of single execution on server side Time is spent on client Bad Java Script coding: over 20.000 loops over an operation on a date field

End-to-End Trace: From Browser To Disk Instrumented Browser WAN Network Presentation Logic Application Logic Database Enterprise Portal ECC HTTP Header HTTP Header HTTP Header Correlation ID Trace Flags Correlation ID Trace Flags Correlation ID Trace Flags 1 Create Passport 2 Activate Trace 3 Activate Trace E2E Trace Display in SAP Solution Manager

Solution Monitoring - Workflow Satellite Systems Collect Data Get CCMS Alerts 1 Agents send Alert Data SAP Solution Manager Display and dispatch Alerts (e-mail; SMS; Service Desk message) Check CCMS Expert Monitors and solve Problem 2 Navigate directly into Satellite System Root cause analysis

Work Center System Monitoring

Solution Monitoring Data Collection SAP Solution Manager Critical Alert Situations: Detailed Reporting Business Process Monitoring Business Processes System Monitoring SAP EarlyWatch Alerts Satellite Systems Real-time Monitoring: CCMS Monitoring Infrastructure (RZ20) Continous Monitoring: Service Data Download (SDCC)

Integration of 3 rd -Party Tools Solution Monitoring SAP Solution Manager Trigger console in case of an alert (SAPConnect; SNMP; XML) 3 rd -Party System Management Console Detailed Analysis with 3 rd -party tools Monitoring Infrastructure CCMS Monitoring Infrastructure ( RZ20) Report Alerts Monitoring Agent Solution Landscape 3 rd -Party Components

Business Process and Interface Monitoring Alerts overview of business process step Alert dashboard Monitoring session with detailed information in the step related check Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration of the customer s support organization Expert monitors directly linked in satellite systems

Central System Administration Central administration of systems in an SAP solution Automated support of periodic and sporadic administration tasks Central access to administered systems Automated logging of activities Reporting across the whole solution

Early Watch Alert (EWA) and Service Level Reporting Satellite Systems 1 SAP Solution Manager 2 Process Owner/ Business Partner Collect Data Send Early Watch Alert (EWA) Data Aggregate EWA Data Forward Report Check Report Generate Service Level Report

Solution Reporting System 1 EWA Data CCMS System 2 SAP Solution Manager Collected EWA Data EWA Reports Availability Reporting Service Level Reporting SAP NetWeaver BI EWA BI Content EWA Data Additional Service Data Service Reporting BI Queries CCMS System n EWA Data CCMS CCMS Monitoring Infrastructure Central Performance History CPH BW Content

SAP Will Systematically Invent, Productize, Standardize And Automate Services Only the experts can do it NEW PRODUCT, NEW SERVICE NEED SCALE by productizing knowledge Customer Field Services Global Services INVENT service Partner SAP Redeploy SAP resources IMPROVE service Knowledge, Tools, Methodology, Quality Check STANDARDIZE and empower AUTOMATE embed in product

The Existing Ecosystem CUSTOMER 28.200 customers 96.400 installations 12 Mio. users 120+ countries with customers 700+ certified CCCs SAP 34.000 employees 25+ industry solutions 50+ countries with SAP subsidiaries 7,5 Mrd. revenue in 2004 PARTNER 1.600+ Partner worldwide 180,000+ Partner certified 800+ SAP Services Partner 12 SAP Global Services Partner 490 SAP Software Partner 300 Powered by NetWeaver Partner

SAP Solution Manager is the Collaboration Platform of SAP s Service Infrastructure SAP Customer SAP Service Marketplace SAP Consulting Solution landscape SAP Solution Manager Knowledge Experts Service Infrastructure Application management SAP Partner SUPPORT - ORGANISATION (CCC)

Work Center Service Delivery

Enabling Safeguarding Delivery: Front- and Back Office FRONT OFFICE Customer SAP Solution Manager as Enabler Methodology and Best Practices Processes and landscape Issues and action plan SAP Safeguarding Team Managed Collaboration with customer Interface to SAP backoffice Executive reporting and review meetings Issue analysis, tracking and resolution ISSUES Expertise on Demand SOLUTIONS SAP BACK OFFICE Support Experts Developers Consultants SAP Backoffice Support for front-office team Provides functional and technical expertise

Communication & Collaboration Processes in SAP Solution Manager Communication: Application sharing, Maintenance management, Service desk, SAP EarlyWatch Alert, Installation/Upgrade keys Knowledge Transfer: Best practices, SAP standards, Roadmaps, Solution specific content Collaboration: SAP Top issue management Expertise SOLUTION on demand Analysis & Diagnostics MANAGER Service plan SAP service delivery Documentation: Implementation documentation, System landscape, Core business processes, Service reports

Collaboration Process - Overview 1 Understand the Solution 2 Knowing the Customer Issue System Landscape Business Processes Issue Tracking 3 Service Delivery 4 Expertise on Demand Related Service Sessions Request SAP Expert

SAP Expertise on Demand The Model SAP Customer 3. SAP Support Portal Message automatically sent to SAP SAP Solution Manager provides Complete landscape profile Issue description Components & business processes History Etc. 2. Customer selects Expert on Demand Function 1. SAP Solution Manager Issues list 4. Message routed Development / Consulting / Support 12,000 SAP experts Very specific expertise SAP Solution Manager 5. Targeted expertise based on needs of customer Fastest Resolution = Lowest Resolution Cost

Three Tiers of Change Request Management SAP Solution Manager Change Admin Project Management Change Logistics Management of all change requests Change request categorization Change documentation Approval workflow Status reporting Complete change history Project planning & budgeting Project documentation Customizing & Development (Specifications) Test management Customizing & Development (Realization) Test execution Seamless integration into TMS Transport scheduling Transport tracking

Work Center Change Management

Change Request Management Sample Process SAP Solution Manager Service Desk Service Desk Employee Service Message Feedback Requester Change Request Management Developer Tester IT Operator Change Request Change Document Task List Change Manager Maintenance Cycle PRD Controlled transports QAS Controlled transports DEV

Maintenance: Better Handling of Customer Support Processes Planning of maintenance Notes Top Notes Hot News Support Packages and Stacks Display current level and recommended level Approve and download Administration Provide transparency Import Test Release to production

SAP Solution Manager Attacks Known Cost Drivers SAP Solution Manager Upgrade Services Upgrade Roadmap E-Learning Management Test Management Change Management 50% SAP Downtime Assessment SAP Modification Clearing Service SAP Test Management Optimization SAP Solution Manager as Service Platform 40% 30% 20% 10% Source: SAP Upgrade Survey 2004 (700 interviews) Adapt application / Modification adjustment Technical upgrade / Minimum downtime IT infrastructure Efficient testing End-User training Project management

Work Center Implementation & Upgrade

Upgrade Roadmap for SAP ERP 2005 Upgrade Roadmap Source-Release Target Release Accelerators SAP R/3 3.1i SAP ECC 5.0 SAP ECC 6.0 110 (21 unique) SAP Learning Solution 2.0 and 3.0 SAP Learning Solution 6.0 42 (15 unique) SAP SEM 3.0 4.0 SAP SEM 6.0 49 (13 unique) FSCM 2.0 and 3.0 FSCM 6.0 44 (16 unique) SAP E-Recruting 2.0 and 3.0 SAP E-Recruting 6.0 45 (16 unique) SAP cprojects 2.0 3.1 SAP cprojects 4.0 51 (14 unique) ISA WAC 4.0 XECO 5.0 43 (16 unique) SAP XSS 5.0 SAP XSS 6.0 39 (14 unique)

Upgrading with SAP Solution Manager process in detail Project Preparation Upgrade Blueprint Upgrade Roadmap Upgrade Realization Final Preparation for Cutover Production Cutover & Support Define upgrade project Analyze as-is IT landscape Define exist./to-be core processes Verify existing testing material Configure new processes Test processes Delta training Solution Upgrade System Landscape Reporting Identify release process and function deltas Compon. upgrade IMGs, Identify upgrade-relevant config. settings Plan and execute tests Create/use e-learning material/ Learning Maps SAP Solution Manager Supporting upgrade features Issue Tracking / Monitoring / Reporting

SAP Tutor Create, Maintain and Present graphics-based Simulation Tutorials Quick and easy creation and maintenance Immediate visibility of changes Extensive support for users running simulation tutorials

SAP Solution Manager e-learning Management Update Existing Materials 6 1 Create Learning Units Re-Use Content 5 2 Edit Learning Content 4 3 Deploy Learning Content to Users Collect, Categorize, and Store Content

Summary SAP Solution Manager ensures Transparency entire IT landscape SAP and non-sap entire solution lifecycle Efficiency gateway to SAP support aligned with SAP s best practices Flexibility scenario driven global template function decreases cost Control full integration

Thank you! SAP 2007 / Page 58

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