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SAP Active Global Support
Run SAP like a Factory – Establishing an Operations Control Center
© 2012 SAP AG. All rights reserved. 2
Agenda
What is Run SAP Like a Factory
• Operations Control Center
Building Blocks of Run SAP like a Factory
• Central Monitors
• Event Management
• Continuous Improvement
Deployment of Run SAP like a Factory
Appendix – Detailed Features
What is
Run SAP like a Factory?
© 2012 SAP AG. All rights reserved. 4
Run SAP Like Factory – Program Definition 1st Perspective
Run SAP Like a Factory is SAP’s approach to efficiently operate and continuously improve
SAP Business Solution operations.
The objective is to operate SAP with minimal costs and effort.
This is achieved by creating transparency what is going on, by operating pro-actively based
on alerts, and by implementing a continuous improvement process.
Further aspects are simplification, standardization and automation of operational
procedures.
Run SAP Like Factory provides the methodology, content, and tools combined with
premium service and trainings.
Available for SAP Premium Engagements like SAP MaxAttention and SAP Active
Embedded.
© 2012 SAP AG. All rights reserved. 5
Change
Application Lifecycle Management Run SAP like a Factory
Business Process Monitoring
and Analytics
Build Execution
Test Execution
Deployment
execution
Build Mgmt
Test Mgmt
Release &
Deployment Mgmt
Design Mgmt
IT Service Management
Minor Release
Urgent Change
IT Portfolio and
Project Management
Project
Portfolio
Major Release
Run SAP like a Factory as part of IT Management 2nd Perspective
Business
Requirement Enhancement Incident
Problem
Request for Change
Service Request
Event Management and
Continuous Improvement
Technical Monitoring
Single
Source
of Truth
© 2012 SAP AG. All rights reserved. 6
Run SAP like a Factory & SAP Solution Manager 3rd Perspective
Reports & CIO Dashboard
Manage Operational Efficiency
Is IT on top of projects and operations?
Budget, capacity and skill development
on track?
Operation Control Center
Selected auto refreshed status monitors
Autodiagnosis of core business process health and
system landscape
Two Operation Experts required per shift
Exceptions are Auto-discovered;
Guided Procedures for Resolution
of Exceptions
Expert Tools for root cause analysis
and problem resolution
Demonstrate Value to the Business
Does IT help the business to grow?
Is the business using the IT solution?
Is business continuity guaranteed?
Is business throughput as expected?
Work Centers
Two FTE’s to run the solution
© 2012 SAP AG. All rights reserved. 7
Operations Control Center
From a Siloed to a Centralized Operations Approach
Operations “Team”
Functional Support Team
(2nd Level)
Application Middleware
SAP Basis & IT Infrastructure
1 s
t. L
evel
Su
pp
ort
Business Process Owner
End User
Key User
Operations “Team”
Functional Support Team
(2nd Level)
Application Middleware
SAP Basis & IT Infrastructure
1 s
t. L
evel
Su
pp
ort
Business Process Owner
End User
Key User
Operations Control Center
2 FTE per shift
© 2012 SAP AG. All rights reserved. 8
Problem Management (re-active / pro-active)
Run SAP Like Factory – Operations Control Center 4th Perspective
Ch
an
ge
Ma
na
ge
me
nt
Operations Control Center (OCC)
Incident and Problem Management
Do Check
Plan Act
Status Core
Business Processes
Central Alert Inbox Status System
Components
Status Business
Users
Event Management
Central Monitors/ Dashboards Continuous
Improvement Process Business Process Operations
Application Operations
IT Infrastructure Operations
© 2012 SAP AG. All rights reserved. 9
Run SAP like a Factory – Layers to be considered
IT Infrastructure
Layer
Application
Layer
Business
Process Layer
ABAP J2EE
Solutions
Business Processes
Business Process Steps
and Interfaces
End-Users scenarios
Interfaces & Jobs
Products & Applications
Systems & Scenarios
Databases & Operating Systems
Physical & Virtual Hosts
Printers
Disks & Storage
Network devices
Business
Process
Operations
Application
Operations
IT Infrastructure
Operations
SolDocu
LMDB
CMDB
© 2012 SAP AG. All rights reserved. 10
Operations Control Center - Description
An Operations Control Center (OCC) consists of:
A set of central monitors, which permanently report the status of the business processes and related
IT landscapes, including important business and technical exceptions. Non-SAP can be included as
well.
The central monitors are used for:
Alerting: Enabling pro-active SAP operations via Event Management
Monitoring: Presenting the current status, and supporting problem analysis
Reporting / Dashboards: Providing transparency to all involved parties
An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which
triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox.
A small team of operators, who work on the alerts in a guided way (Event Management).
A Continuous Improvement process, which optimizes the overall operational setup depending on newly
identified requirements. The guiding principle is to demonstrate value to business and IT.
© 2012 SAP AG. All rights reserved. 11
Motivation for Run SAP like a Factory Benefits & Challenges
Goal Benefit Challenge
Transparency
Global transparency for business
processes and IT landscape components
…get central insight if business processes work as expected and all IT
landscape components are operating with best performance – via expert and
IT Operator monitors, and via dashboards and reports.
Efficiency
Reduced IT support process costs ... document, standardize and automate administrative tasks and
procedures. Introduce analysis support by Guided Procedures.
Optimization
Higher end user satisfaction & faster
business processes …identify, analyze, and correct severe problem areas and negative business
performance trends, by introducing a Continuous Improvement process.
Pro-Activeness
Identify issues before the business is
impacted
…ensure that issues are automatically detected and reported 24x7, to make
support experts work on these even before end users are reporting an
incident.
Stability
Smooth & reliable processing of core
business processes
…come to a more stable business solution (end-to-end), by orchestrating
technical and business process related monitors into a central support
environment (including Non-SAP).
© 2012 SAP AG. All rights reserved. 12
OCC – General Implementation Concept
Understand current operational challenges by answering the question:
While operating SAP, what creates pain to the Business
/ to IT, and why?
Create transparency about these challenges – by
setting up central monitors and a standardized monitoring process
Improve the initial setup, and SAP operations in general –
by implementing a continuous improvement
process
1 2 3
© 2012 SAP AG. All rights reserved. 13
1. Understand Current Operational Challenges
The general concept of an OCC is to provide immediate value to business and IT, by focusing on
critical operational areas.
For this purpose, it is a critical success factor of having a detailed understanding of:
The business / IT support processes and challenges
Business process criteria and KPIs
Related IT criteria KPIs
is required.
The most important and urgent challenges (or parts of it) should be already addressed in the start
setup of the OCC.
The OCC start setup does not target towards “completeness”. Unspecific “standard setups” should
be avoided at all (although there are common building blocks of an OCC).
© 2012 SAP AG. All rights reserved. 14
2. Create Central Transparency
Operational challenges are usually fuzzy problems, and transparency on the root cause, context and
history data is often missing.
Creating central transparency means:
For the identified problem areas, monitoring data is continuously collected 24x7, stored in a
central place, and displayed in monitors and on large screens within the OCC.
The data is being used within the OCC for:
– - Alerting: Establish an automated and highly standardized operator driven alert monitoring process, with
integration point into incident management.
– - Monitoring: In case of a problem, the central monitoring data helps speeding up the analysis process, with
integration into problem management.
– - Reporting / Dash-boarding: Usage-specific reports and dashboards for all IT management levels clarify on
history, and future trends. Integration points exists into various other IT support processes like capacity
management, or technical administration.
The central alert based monitoring process is a core OCC process, which leads to a significant
efficiency gain.
© 2012 SAP AG. All rights reserved. 15
3. Continuous Improvement
To adapt the OCC, and SAP operations as a whole to newly identified challenges, a Continuous
Improvement process is being implemented as a core OCC process.
The standardized process:
Identifies improvement needs and opportunities
Analyzes the root cause
Provides improvement proposals based on facts
Initiates and tracks change proposals
Measures the success of the improvement.
There are several common improvement scenarios in the SAP environment, which greatly vary in the
level of complexity (from a simple technical configuration change, to an adjustment of a complex
business process). The initial scope depends on customer requirements.
Continuous Improvement enables and requires flexibility. However, IT organizations tend to be static
in its nature. Continuous Improvement therefore requires support and commitment from C-Level
management.
© 2012 SAP AG. All rights reserved. 16
The Control Center Room – Characteristics
One physical room
providing transparency
about the operational
status of the SAP solution
Large TV screens
visualizing key information
and incoming alerts
Detailed monitors and tools
for troubleshooting
Small team of IT Operators
taking immediate action on
alerts
Space for more experts in
case of severe issues (e.g.
escalations)
Space for related teams
(e.g. Service Desk) for
short communication lines
© 2012 SAP AG. All rights reserved. 17
The Central Monitors / Dashboards
The central monitors / Dashboards:
Address key operational pain points customer may have – because they
are designed per customer, tailored to customer specific operational needs.
Provide full transparency about the status of the core business
processes and the IT landscape.
Are running in auto-refresh mode, and presented on large screens in the
Operations Control Center.
Turn to red – meaning trigger alerts - in case of major business exceptions
and technical problems.
The alert inbox is the first place to start for IT Operators.
All information on the alert context, and what to do first, is provided there.
Reports and dashboards, to provide detailed information to all IT support
levels (from IT Operators to the CIO).
SAP Solution Manager 7.1 is a Must-Have to establish the
concept.
© 2012 SAP AG. All rights reserved. 18
Continuous Improvement
The Continuous Improvement process (PDCA example):
Identifies improvement areas, run a detailed root cause analysis, provides an As-Is/To-Be determination,
documents and judges on the case, and collects improvement proposals (PLAN phase).
The proposals are tested and fine-tuned (DO phase).
The results are checked, and a new standard is being defined (STUDY phase).
The new standard is implemented, and the results are checked against To-Be state (ACT phase).
The process can be triggered by information from
the Central Monitors.
SAP sees the Quality Managers for Business
Continuity and Business Process Improvement
as the main responsibles for driving the process.
Overall, the customer will gain a significant
improvement quality (both Business
Process and IT Support related).
Do
Check
Plan
Restore/
Improve Service Act
© 2012 SAP AG. All rights reserved. 19
Innovation Control Center and Operation Control Center Integration with Mission Control Center
Innovation Control Center
Build SAP like a factory
Reduce implementation cost
Reduce time to value
Smoothen transition to operations
Avoid unnecessary modifications
Mission Control Center
Enhanced Back Office
Direct access to unmatched
expertise from SAP and ecosystem
Fast issue resolution
Operations Control Center
Run SAP like a factory
Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of operations
SAP Solution Manager Customer
SAP
© 2012 SAP AG. All rights reserved. 20
Run SAP like a Factory - Summary
Run SAP like a Factory:
Provides transparency about the operational status of your SAP solution.
Helps you increasing your IT support efficiency.
Leads to a continuous improvement of your SAP solution.
Changes your operational approach from re-active to a pro-active mode.
Leads to a more stable business solution, thus leading to higher business user satisfaction.
Demonstrates value to Business and IT.
For more information, please see SAP Service Marketplace:
https://service.sap.com/runfactory
Building Blocks of RunSAP like a Factory • Central Monitors
• Event Management
• Continuous Improvement
© 2012 SAP AG. All rights reserved. 22
Central Monitors
Business
Process X
Business
Process Y
IT component
A
IT component
B
Requirement
1)
Requirement
2)
CIO KPI XX Requirement
3)
Central Monitors
Alerts Event
Management
Incident
Management
Trends Continuous
Improvement Change
Management
Reports /
Dashboards
e.g. Capacity
Management
© 2012 SAP AG. All rights reserved. 23
Central Monitors - Definition
Central Monitors:
Collect and provide information from SAP (Application Operations and Business Process Operations) and
Non-SAP. The monitor content needs to be defined based on customer requirements – it is customer
specific.
The RSLAF Workshop is a first step to identify and document those requirements.
Requirements may come e.g. from:
A certain core business process, whose status and performance need to be monitored.
The need to automatically monitor the availability of critical IT Landscape components.
A complete shift of re-active SAP operations towards a pro-active approach.
The CIO request to track, report and improve a certain success KPI.
There is monitoring functionality which is a Must-Have to be included in the Central Monitors (if not
covered elsewhere), for instance the technical monitoring of the availability and performance of IT
Landscape components.
Roadmap:
1. Identify and understand your most urgent requirements
2. Address those urgent requirements in the first iteration of the Central Monitors
3. Optimize the initial setup either due to a phased implementation approach, or via the Continuous Improvement process.
© 2012 SAP AG. All rights reserved. 24
Application Operations – Functional Areas
System Monitoring
RSLAF
Roadmap
Service
Technical Analytics
Scenario Monitoring
End User Experience Monitoring
Extended Monitoring/RCA & EMC
SAP Standard Templates
Support of all technologies
Must-have functions Value-Add functions
RCA & Conf. Validation
Technical KPI Reporting
Management Dashboards
E2E Root Cause Analysis
Configuration Validation
Process Integration Monitoring
Business Intelligence Monitoring
Extended System Monitoring
Extended Root Cause Analysis
Exception Management Cockpit
End User Experience Monitoring
including E2E Trace Analysis
Interface & Connection Monitoring
Interface Channel Monitoring
Connection Monitoring
Data Volume Management
DVM Potential Analysis
DVM Project Reporting
Technical Administration & GP‘s Prerequisite for Application Operations
ABAP J2EE
© 2012 SAP AG. All rights reserved. 25
Reduce IT related business
process exceptions
Interfaces
Background jobs
Technical Performance
Data Consistency
Business Process Operations – Functional Areas
IT Business
Business Process
Monitoring
Business Process
Operations Dashboards
Business Process Analytics
Operations Control Center
Cross Database
Comparison
JSM Health Check
Reduce cross-LoB related
business process exceptions
Master data
Customizing
User handling
Process template adherence
Reduce business related
business process exceptions
Revenue
Inventory
Supply Chain planning
Period End Closing
BPMon Trend Analysis
© 2012 SAP AG. All rights reserved. 26
Integrated IT Service Management and Application Lifecycle
Management
SAP Solution Manager integrates Application Lifecycle Management and IT Service
Management processes on a single platform.
SAP
Solution
Manager 7.1 (with full SAP CRM
stack!)
CRM 7.01
SAP Solution
Manager 7.0
ITSM
ALM
© 2012 SAP AG. All rights reserved. 27
SAP IT Service Management ITIL®-compliant IT service and support processes
* pricelist component Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm
Externally verified IT service
and support processes
Incident Management
Service Request Management
Problem Management
Change Management
Knowledge Management
Installed-Based & Object Management
(for Configuration Management)
Service Level Management
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
© 2012 SAP AG. All rights reserved. 28
IT Service Desk Enhance Productivity of IT Service Desk Agents
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
IT Service Desk
Provide IT service desk agents with an
easy-to-use application interface with
integrated communication toolset
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, e-mail, 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 e-mailing
Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and
surveys as well as automated navigation
© 2012 SAP AG. All rights reserved. 29
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Incident Management Increase Efficiency of Responding to User Requests
Benefits Increase IT support productivity
Deliver the best solution in a timely
manner
Enhance customer satisfaction
Incident Management
Provide IT service desk agents with an
easy-to-use application interface with
integrated communication toolset
Incident creation captures all relevant information including references to configuration items
and enables rule-based dispatching as well as escalation management
Incident classification categorizes user requests based on multi-level categorization and
enables solution suggestions as well as auto completion
Solution provisioning helps the support staff to search for relevant knowledge articles in the
knowledge repository and to deliver the best solution to the end user
Incident completion closes user requests and notifies users; optionally it can trigger follow-up
processes such as recording of working time, billing, etc.
© 2012 SAP AG. All rights reserved. 30
Problem Management Investigate and Resolve Issues in the IT Infrastructure
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 Management
Investigate, resolve, and document
issues in the IT infrastructure
as well as workarounds or solutions
to them
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.
© 2012 SAP AG. All rights reserved. 31
SAP IT Service Management on SAP Solution Manager Integrated IT
Support processes
IT Service Management
Application Lifecycle Management
Monitoring &
Alerting
Incident
Management
Root Cause
Analysis
Problem
Management
Impact
Analysis
Change
Management
Test
Management
Deployment
Management
Knowledge
Management
© 2012 SAP AG. All rights reserved. 32
Incident and Problem Management
Create
Incident message Analysis
Search
solutions & Dispatch Lock related
incidents
Deep issue
investigation
Provide solution &
Update Incident(s)
Multiple
inbound
channels
IT Experts
Handover to
Problem
Management
Create
Problem
message
Create
Knowledge
Article
Create
notifications Create tasks
Handover to
Change
Mngmt.
Create
Request for
Change
IT Support
1st Level
Business User IT Support
2nd Level
© 2012 SAP AG. All rights reserved. 33
Event Management
Event Management:
Event Management ensures Business Processes and IT Landscape components are continuously
monitored. The structured process defines what happens between alert arrival, and alert closure.
The IT Operator action starts from the individual alert. Context information, documentation and guidance is
being provided in the alert details.
In case the alert reason cannot be solved, the alert is transferred into an incident for next level support to
process. Deep integration (process wise, Service Desk interface) with the Incident Management process is
therefore desired.
Alert arrives in the alert
inbox
First IT Operator
action …
Alert is confirmed
Documentation and
guidance on first
analysis per alert type
Potential transfer
towards Incident
Management
© 2012 SAP AG. All rights reserved. 34
Dependencies
Operator Tools
Event Management
IT Operators
Incident
Management
Alerting
Responsibilities
Documented
Analysis
Procedures
Task
Management
Notification
Management
Guided
Procedures
Skills
© 2012 SAP AG. All rights reserved. 35
Manual Event Management Process - Example
© 2012 SAP AG. All rights reserved. 36
“Continuous Improvement” - Introduction
As an essential part of an OCC, SAP positions the “Continuous Improvement Process”.
Motivation for a “Continuous Improvement” process:
A static setup of central monitors (and a corresponding static setup of an IT support organization) appears to
be insufficient to address new upcoming problems and challenges in a highly dynamic business world.
Event Management as such does not any generate value, or improvement. It just keeps the system
running (which is a fair customer expectation anyway), but not more. In that sense, Event Management costs
money, which is not available for innovation.
Continuous Improvement addresses improvement items which are really hurting the business, in a
structured way. Continuous Improvement is often missing in customer IT: Setting it up in a right way – and
supported by central monitors - brings large value to the customer.
© 2012 SAP AG. All rights reserved. 37
Continuous Improvement Theory
Continuous Improvement:
Definition: “Is an ongoing effort to improve products, services, or processes. These efforts can seek
"incremental" improvement over time or "breakthrough" improvement all at once. Delivery (customer
valued) processes are constantly evaluated and improved in the light of their efficiency, effectiveness and
flexibility.”1)
There are several Continuous Improvement theories
like PDCA (Deming), or DMAIC.
The simple PDCA cycle is like this:
1): Wikipedia.com
Plan: Plan the improvement sequence
Do: Test quickly first ideas in reality
Check: Check the results, and define new standard
Act: Implement the new standard
Do
Check
Plan
Act
© 2012 SAP AG. All rights reserved. 38
Continuous Improvement – With SAP
The Continuous Improvement process in an SAP centric environment follows the same general
structure.
Although one can speak about THE Continuous Improvement process, there are usually
several different process scenarios, which greatly vary in the number of process steps,
complexity, number of people involved, processing time, number and complexity of the change
items being triggered…:
• Within the individual phases (e.g. “PLAN phase”), there are similar activities concept wise (“Running Root
Cause Analysis”).
• Obviously, the holistic analysis for a complex business process is a more advanced procedure than the
analysis of a single program.
The aim is to:
• Make the customer familiar with the general Continuous Improvement concept.
• Find and establish a limited set of process scenarios, which bring immediate value to the customer.
© 2012 SAP AG. All rights reserved. 39
The Four Phases – More Details
• Early try and test
• Judgment on efforts and
benefits
• Optimization of the proposal
• Concept check and validation
• Development of the new
standard
• Plan for changes
• Implementation of the new
standard
• Measurement of success
Do
Check
Plan
Act
• Identification of areas which require
improvement
• Root Cause Analysis
• As-Is / To-Be determination
• Problem description, judgment, and
prioritization
• Collection of improvement proposals
© 2012 SAP AG. All rights reserved. 40
Continuous Improvement - Involved Roles
• Technical and functional support
experts
• Developers
• IT Architects
• QM for BC and QM for BPI
• Business Process Champions &
Experts
• CAB
Do
Check
Plan
Act
• Service Desk Analyst
• OCC team lead
• QM for Business Continuity and QM for
Business Process Improvement
• Technical and functional support experts
and team leads
• IT Architects
• Business Process Experts & Champions
• Technical and functional support
experts
• Developers
• IT Architects
• QM for BC and QM for BPI
© 2012 SAP AG. All rights reserved. 41
Example – Continuous Improvement Business Process Improvement Methodology
Define BP Analysis by
Measure
Analyze
Control
Implement
Decide on Work Streams/ Processes
to start with
Set up BP Analytics
Root Cause Analysis
Create Action Plan &
Execute Action Items
BP Monitoring should
show no red alerts
BP Analytics Trend
Analysis should show
decreasing trend
© 2012 SAP AG. All rights reserved. 42
Business Process Improvement Standardized Methodology with Business Process Analytics
Get Global Transparency
1
Identify Org Units to be analyzed
2
Perform Detail Analysis
4
Identify Root Causes (RC)
5
Create Frequency Diagram of RC
6
Define Action Plan
7
Visualize Impact on Benefit/Value
Categories
8
3
Identify Poten- tial for old Data Reduction
Control Achievements via
Trend Analysis
9
© 2012 SAP AG. All rights reserved. 43
SAP Quality Managers
The Quality Managers for Business Continuity (BC) and Business Process Improvement (BPI)
play a significant role in the Continuous Improvement process. These are two QMs out of four,
which are required when setting up an advanced Customer Center of Expertise (CCOE):
• The QM for BC is responsible for driving technical improvement items.
• He / she is in charge of providing status information of the productive SAP solution.
• He / she should be able to set up the required team for analyzing technical items in detail, and to propose
improvement proposals.
• The QM for BPI is responsible for driving functional improvement items.
• He / she has established interface to the business units, and can bring into the process resources from the
business.
• He / she should be able to set up the required team for analyzing functional items in detail, and to propose
improvement proposals.
A detailed role description can be found at https://service.sap.com/coe
© 2012 SAP AG. All rights reserved. 44
IT
Overview RSLaF Organization and Roles Operations Control Center, Project Support, and Operations Support
Business Global Business
Process Champion
Regional Business Process Champion
Portfolio & Program Management Office (PMO)
Integrated Quality Management
Business Process Operations (Functional Support Teams)
Custom Development
Application Operations (Middleware /Technical Support Teams)
IT Infrastructure
End User, Key User
Change Advisory Board
1st Level Support
Application Project Teams
3rd Level Support
CTO / Innovation, Enterprise
Architecture
Operations Control
Center
Innovation Control
Center
Run SAP Like a Factory - Team ALM - Team
Integration Validation 1
2
1 2 Quality Manager for Business Continuity Quality Manager for Business Process Improvement
IT Operators
SAP MCC
4
4 SAP Mission Control Center 3
Run SAP Like a Factory
Deployment
© 2012 SAP AG. All rights reserved. 46
Operations Control Center
Central monitors
Continuous improvement process
Business Process
Business process Monitoring, Interfaces, Jobs,
Data Consistency…
Application
System monitoring, alerting and incident
management…
3
2
1
Time
Valu
e
Starting Point:
Basic Configuration
2
3
Exploitation Strategies Customer individual path to better operations
1
© 2012 SAP AG. All rights reserved. 47
Run SAP Like a Factory - Delivery Model Example
Positioning Program
Set-Up Implmentation / Enterprise Roll-Out
Continuous
Improvement
360º
Demand /
Opport.
Program Plan
Program Management
Service Service Service
CW1-4 CW5-6 CW7-10 CW 11-15 CW16-20 CW21-40
Customer effort
EoDs EoDs EoDs
Kick-off Sign-off
Project Phase 1 Project Phase 2
Opportunity
Identification
Benefits
Proposal
Management
Approval
KPI Framework
KPI Target
Project Phase 1 Project Phase 2
Improvements
identification RSLAF
Workshop
Project Phase 1 Project Phase 2
AppOps
Roadmap
Service
BPOps
Roadmap
Service
Roll Out KPI
Result
Improvements
KPI Result Management
buy-in
© 2012 SAP AG. All rights reserved. 48
Efforts for Setting Up and Running an OCC
Eff
ort
Time OCC GoLive
Initial OCC
optimization Ongoing continuous
improvement
Initial
setup
Investment Phase Payback Phase
Customer investment is required for
initial setup of the central monitors.
The initial setup should already address
major operational pain points right from
the beginning.
Once set productive, the OCC may
uncover significant improvement
potential, resulting in many changes
of both coding, and the central
monitors.
Customer will soon reach the payback
phase, where the effort strongly
decreases. A large return of
investment is given by a much higher
IT service quality, and system
stability.
© 2012 SAP AG. All rights reserved. 49
OCC Implementation Project Roadmap
Implementation details are described in
the three project roadmaps for
Application Operations, Business
Process Operations, and OCC:
• The roadmaps describe the sequence of
activities to be performed in a certain
implementation phase.
• Accelerators help performing a certain
step.
• The roadmaps can be exported to MS
Project, to initially populate the project
structure skeleton.
• The roadmaps are part of ST-ICO
(implementation content of SAP Solution
Manager; transaction RMMAIN), and are
available as HTML content which can be
displayed in a browser.
Appendix - OCC in an hosted environment
© 2012 SAP AG. All rights reserved. 51
Motivation for Run SAP like a Factory Hosted Scenario
Goal Hosting Partner Hosted Customer
Transparency
• Automated standard reporting and dashboards.
• Monitoring data and alerts from SAP Non-ABAB
systems.
• Usually lack of operational transpacency
• Strong demand for gaining transparency („What is my hosting
partner doing? What is going on?)
Efficiency
• Strong interest to increase internal efficiency by
automation, standardization, shared knowledge and
resources.
• Drill-down options from monitors or alerts to quickly
identify and understand the problem.
• Getting more by paying less money to the hosting partner
• No further interest how this is being implemented by the
hosting partner
Optimization
• Strong interest to optimize internal processes
• No interest in optimizing customer solution (contract
dependent)
• Very high customer expectations, which are often not fulfilled
by the hosting partner
Pro-Activeness
• Basic standardized alert monitoring in place.
However usually customer needs to open a ticket
(re-active mode)
• Very high customer expectations, which are often not fulfilled
by the hosting partner
• Slow re-active ticket solving, no transparency about the status
and action taken so far
Stability
• Quality of service depends on the hosting contract
• Very high customer expectations, which are usually fulfilled by
the hosting partner within the boundaries of the hosting
contract – but not more
© 2012 SAP AG. All rights reserved. 52
Customer, Hosting Partner and SAP SAP’s Perspective
Partner OCC
(PCC)
Techncal
Partner OCC
(PCC)
Functional
Implementation
Partner
Implementation
• Happy customer
• Low TCO
• Full transparency
• Tight and efficient integration
and interaction w/ the hosting
partner(s)
• Hosting partner is capable and
willing to solve as much
problems as possible w/o help
from SAP
© 2012 SAP AG. All rights reserved. 53
Customer SAP Solution Manager as a Central Integration Point
• Status of landscape components
• Technical alerts and technical KPIs
• KPI history
• Analysis done so far
• Expert tools and remote access
• Status of Business Processes
• Functional alerts and Business KPIs
• Transparency about the operational status
• Reports & Dashboards
Customer Partner X (functional support)
Partner Y (technical support)
SAP
Own tools for
monitoring and
incident management
Customer SAP Solution
Manager is the only integration
point where all parties involved
in SAP operations, can meet
and collaborate.
In future stronger
cooperation between the
hosting partners will be
expected by the customer.
SAP Solution Manager
helps clarifying who is
responsible and in charge for
solving a problem.
The customer – and, in
case the problem cannot be
solved, SAP as well - has full
transparency about the analysis
status.
Own tools for
monitoring and
incident management
Own tools for
monitoring and
incident management
© 2012 SAP AG. All rights reserved. 54
Motivation for Run SAP like a Factory SAP’s Expectation for a Hosted SAP Scenario
Goal Hosting Partner
Transparency
• There is one integration point for ALL parties, and this is the customer SAP Solution Manager
• Partner commitment is to provide a true operational status (via reports and dashboards; w/ help from SAP)
• Integration on alert / incident management level required
Efficiency
• High level of standardization and automation (from manually compiled daily health checks towards E2E automation based
on alerts)
• The partner is a joint member of a customer OCC (e.g. depending on the hosting scenario, provides the IT Operators).
• Clear process & policy for problem management (e.g. RCA done and documented before sending incident to SAP)
Optimization
• Provide business value: Strong will to support the continuous improvement process which is owned by the customer (e.g. by
providing the required data or improvement proposals, w/ involvement of SAP)
• Conterpart for the customer QM‘s for Business Continuity and Business Process Improvement
Pro-Activeness
• Standardized set of central monitors and alert settings to be implemented in the customer OCC
• From re-active to pro-active operations: Efficient event management process established
• Full transparency for the customer on alerts and incidents
Stability
• Stability and customer satisfaction will increase automatically in case all goals from above are being implemented
• This gives the hoster a competitive advantage, and the opportunity to create premium offerings for hosted scenarios
© 2012 SAP AG. All rights reserved. 55
Points of Interests for Hosting Partners
Hosting partners may have the following points of interest:
Development of an operational template which can be consistently provided to hosted customers. The template may
define:
The definition of an integrated event and incident management process.
Alert threshold definitions and auto-reactions.
Standardized and automated set of IT reports, dashboards and Balanced Score Cards, which can be provided to the hosted
customer.
A standardized set of tools which will be used in a defined way in case of RCA (also in agreement with other hosting partners in a
multi-provider environment).
To increase overall IT support efficiency, the automated creation of incidents in the Service Desk tool of the
hosting partner – based on alerts in SAP Solution Manager – is of particular interest. This requires a standardized
interface between Service Desk tools.
As a new business opportunity, the hosting partner may offer the setup of the OCC to the customer (including
infrastructure, tools, monitors, and processes).
As an advanced option, the hosting partner may offer the integration of Non-SAP components into an OCC.
© 2012 SAP AG. All rights reserved. 56
Real Live Hosted Customer Example
Customer scenario
SAP Retail customer in EMEA, MAXATTENTION support contract (pre-condition).
Parts of SAP (e.g. ERP) are already live, but the customer is still in project mode (large MAINFRAME environment, will
be completely replaced by SAP).
Technical support is being provided by a large hosting partner XYZ, functional support is in customers responsibility.
The customer is very unhappy with the current situation (see next slide). Customer is willing to set up a joint OCC.
Change driver
Customer
High expectations from the business, that SAP overall behaves similar like the old MAINFRAME environment with respect to
stability, performance…
There are major IT support changes already planned, e.g. moving the service desk from BMC Remedy towards Service Desk in
SAP Solution Manager
Hosting Partner
It is a key customer in EMEA, the partner must react on the IT support changes requested by the customer.
The partner already realizes the limitations of the support concept, which is classical and XX years old.
The plan is to derrive a standard setup including packaged customizing settings, which can be transferred (sold) to other hosted
customers as well.
© 2012 SAP AG. All rights reserved. 57
Hosted Scenario – Start Scenario
Limitations
• Monitoring suite ok for infrastructure and SAP
ABAP components, but insufficient for new SAP
components (BI, PI, Portal…)
• No transparency for alerts; Customer perception
is, that the hosting partner purely works re-
actively (no action w/o incidents in HP SC)
• No transparency for incidents; Manual content /
status update only
• Very slow troubleshooting procedures leading to
business dissatisfaction
• No further benefits from reporting
• No operational support concept for application
support
• High license cost for BMC Remedy
SAP BI
SAP PI
SAP ERP
…
BMC
Remedy
Customer Hosting Partner
Partner
Monitoring
Suite
HP SC
L2 Support
© 2012 SAP AG. All rights reserved. 58
RSLAF - Transition
Area Item Action
Tools Partner Monitoring
Suite
• Use partner suite for infrastructure only
• All SAP related monitoring data will be created, stored, and evaluated by SAP Solution
Manager
BMC Remedy • Replaced by Service Desk in SAP Solution Manager
HP SC • Replaced by new Partner Service Desk
• Bi-Directional interface between the 2 service desk tools
Central Monitors • Central monitors showing technical and functional data
• Technical alerts (manually/automatically) create incidents in Service Desk, which are
forwarded to the new Partner Service desk
Processes Event Management • True Event Management process for technical and functional alerts
• Customer has full transparency on technical alerts
Incident
Management
• Fully integrated and transparent incident management process – no manual copying between
tools
• Option to pass incidents to SAP
Teams IT Operators • Technical operators are payed by the customer, and facilitated by the partner. They sit next to
L2 technical support – tight integration across teams.
© 2012 SAP AG. All rights reserved. 59
Hosted Scenario – Final Scenario
Benefits
• Full monitoring of all SAP components
• Pro-active alerting
• IT Operators work in an efficient and standardized
way on alerts
• IT Operators act as an additional line of support
protecting valuable L2 resources
• Transparency on alerts
• Transparency on incidents
• One data platform for monitoring, troubleshooting,
reporting and dash boards (SAP Solution
Manager)
• Seamless integration with SAP
• Reduced licensing costs
SAP BI
SAP PI
SAP ERP
…
Service
Desk
SAP
Solution
Manager
Central
Monitors
Customer Hosting Partner
Partner
Monitoring
Suite
Partner
Service Desk
L2 Support
L2 Support
L1 Support
SAP
© 2012 SAP AG. All rights reserved. 60
Scenario Standardization
Standardizing setup for speeding up scenario
configuration of the next hosted customer:
• MAI templates including a set of KPIs for:
• Monitoring (e.g. during Root Cause Analysis)
• Reporting
• Alerting
• Alert thresholds
• Auto-reaction for converting alerts into incidents
• Customizing of the service desk interface (SAP
part)
• Mid term:
• Queries, BW reports and dashboards for
reporting
SAP
Service
Desk
SAP
Solution
Manager
Central
Monitors
Customer A
Hosting Partner
Partner
Service Desk
L2 Support L1 Support
SAP
SAP
Service
Desk
SAP
Solution
Manager
Central
Monitors
SAP
Customer B
© 2012 SAP AG. All rights reserved. 61
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.