Architecture of the R/3 System

Chapter 14

Problems of Enterprise-Wide Computing

• Slow response time during peak traffic loads

• Different time zones, systems, upgrades

• Heterogeneous database problem

• Multiple platforms

R/3 and Enterprise Computing

• Development of “middleware” enables portability across platforms– Technologies include:

• Db replication, messaging, XML, remote procedures

• R/3 supports:– TCP/IP

– RFC

– SQL & ODBC

– OLE, MAPI, EDI

R/3 Server Installations

• 3-tier C/S preferred– Homogeneous - same OS on one or more

platforms– Heterogeneous - a variety of platforms ex.

UNIX, NT, Windows on application server• UNIX with Oracle, Informix, DB2 on db server

– R/3 solves the distributed multiple heterogeneous platform problem with “middleware”

Benefits of Multiple Application Servers

• An alternate server can be automatically selected if one is unavailable

• “Load balancing” of clients to least busy server

• Can optimize queries and reduce load on db server to improve response time

• Because it is scalable, servers can be added as more processing capability is needed

C/S Scenarios

• Centralized host computer performs all tasks including db, applications, and presentation

• 2-tier C/S - db server is separate from “thick client” which processes apps and presentation

• 3-tier C/S - separate systems for db, apps, and presentation (preferred by R/3)

• N-tier C/S – extension using servers on Internet

SAP R/3 Basis System

Windows 3.11, Windows 95, Windows NT, OSF/Motif, Windows 3.11, Windows 95, Windows NT, OSF/Motif, OS/2-Warp, Macintosh OS/2-Warp, Macintosh

ABAP/4, C, C+ +ABAP/4, C, C+ +

DialogDialogSAP-GUISAP-GUI

LanguagesLanguages

Windows 3.11Windows 3.11, , Windows 95, Windows 95, Windows NT,Windows NT,

OS/2-WarpOS/2-Warp

ADABAS DADABAS DDB2 for AIXDB2 for AIX

INFORMIX-OnLine 7INFORMIX-OnLine 7ORACLE 7ORACLE 7

ADABAS DADABAS DMS SQL Server 6.0MS SQL Server 6.0

ORACLE 7ORACLE 7DB2/400DB2/400

AIXAIXDigital UNIXDigital UNIX

HP-UXHP-UX

SINIXSINIXSOLARSSOLARS Windows NTWindows NT OS/400OS/400

HardwareHardware AT&TAT&TBull/ZenithBull/Zenith

CompaqCompaq

SequentSequentSNISNI. . .. . .

Data Data GeneralGeneral

HP (Intel)HP (Intel)IBM (Intel)IBM (Intel)

BullBullDigitalDigital

HPHP

IBMIBMSNISNISUNSUN

UNIX SystemsUNIX SystemsIBMIBM

AS/400AS/400

OperatingOperatingSystemsSystems

DatabasesDatabases

R/3 Middleware Transfer Protocols

• Front-end (presentation tier)– R/3 GUI uses resident OS resources to cut flow

of data to 1-2 KB– whole screens are not passed but only logical

control information and user inputs

• DB interface (between app and db servers)– SAP SQL within ABAP/4 environment– then translates queries into “native” SQL

More Middleware Functions

• Interprogram communications– synchronous vs. asynchronous

• Synchronous uses CPI-C, from IBM in the late ’80s

– RFC/RPC libraries and DLLs to call R/3 functions/modules

– SAP is closely aligned with COM from MS

• Transaction management– ALE -distributes db availability to several sites

• routes data, maintains security• creates IDOC master which contains info about the data• SAP experimenting with XML for internal messaging

Application Linking & Enabling (ALE)

• Allows users to set up applications and databases at distributed locations

• Not only routes data, but knows what data are needed in given situations; “intelligent middleware”– ALE checks for consistency of data, updates– uses IDOCS to send message between loosely

coupled systems, with possibly dif. R/3 ver.– Asynchronous RFC means if system is down on

target it will retry again

R/3 Distribution Scenarios• Initially, R/3 was designed with one

centralized db in mind (from late ’80s)

• ALE technology was developed to enable different integration scenarios– Contained in Business Blueprint

• Centralized, integrated DB and application server

• Centralized by module on servers

• Completely decentralized R/3 with central db

• “Next Generation” architecture

System Landscape for SAP R/3 Implementation

CUST

DEV QAS PRD

TEST SAND QTST TRNG QTST

Next Generation ERP Architecture

• What is Internet ERP?– N-tier– EC, K Mgt, CRM, data mining, DSS, BI functionality

on top of back office– Integrated tools include

• BW with OLAP• APO• Sales Force Automation• CRM• B2B• SCM

Enterprise Application Integration (EAI)

EAI ServerDW environments

Visual Basic

MS Office

Java

Legacy Applications

ERP ApplicationsCRM, etc

NetWeaver Adoption

• SAP anticipates that NetWeaver will redefine the company in a global manner– About 3000 of more than 24,000 potential companies

have put some portion of NetWeaver into play

– Early stage of maturity

– IBM and MicroSoft supporting NetWeaver

– SAP committed heavily to grow this in 2004 and 2005

NetWeaver Components

• SAP NetWeaver 2004 Synchronized Release as a single package– SAP WAS 6.4– SAP EP 6.0– SAP XI 3.0– SAP BW 3.5– SAP MI 2.5

• (SAP MDM limited usage at this point)

• All sold and shipped together and can be installed in one procedure– Still possible to run individually– Ramp up was April 2004

…

SAP NetWeaver™SAP NetWeaver™

INFORMATION INTEGRATION

Master Data Management

Bus. Intelligence Knowledge Mgmt

Co

mp

os

ite

Ap

pli

ca

tio

n F

ram

ew

ork

PEOPLE INTEGRATION

Multi channel access

Portal Collaboration

APPLICATION PLATFORM

J2EE

DB and OS Abstraction

ABAP

Life

Cy

cle

Mg

mt

PROCESS INTEGRATION

IntegrationBroker

Business ProcessManagement

SAP EP

SAP MI

SAP BI

SAP XI

SAP MDM

SAP WAS

Evolution of SAP App development

• ABAP & SAP Basis

• Open SQL

• RFCs/BAPIs

• ALE & IDocs

• Report Writer/Query

• Dynpro, SAP GUI

• ABAP Workbench

WAS and Java

Open SQL for ABAP & Java

Web Services/WSDL

XI, MDM, and XML

SAP BI

Web Dynpro, EP, MI

NetWeaver Developer Studio

mySAP.comApplication Hosting Alternative

• Application Service Providers (ASPs) integrate and combine• Evaluation

• Implementation

• Operation

• Service & Support

• Service offering for all kinds of outsourcing levels such as• Business Operation Services

• Application Management Services

• Platform Services

mySAP.comApplication Hosting

Applications Management Enterprise ASP Spending

Source: IDC, 1999

0

500

1000

1500

2000

2500

$ M

illion

1999 2003

$150 MILLION

$2 BILLION

0.0

5.0

10.0

15.0

20.0

25.0

30.0

1996 2001

$ B

illion

Source: G2

• Analysts expect explosive growth in both sectors over next four years

• Primary Lead Market: US• Secondary Lead Market: Europe

mySAP.comApplication Hosting

Test Drive Your Solution OnlineTest Drive Your Solution Online

Compose Your Solution OnlineCompose Your Solution Online

We Implement Your Solution Online

We Implement Your Solution Online

Financial Application Services

HR Application Services

Evaluation Implementation Continuous Improvement

We Host Your Solution OnlineWe Host Your Solution Online

Industry Marketplaces

Enterprise-specific Marketplaces

We Build And Host Your Business Community /

Marketplace Online

We Build And Host Your Business Community /

Marketplace Online

SAP Partners + SAP AH SAP & Partners

Evaluation Implementation Cont. Improvement

SAP’s Portal Play

• 3rd party services• More than 40 partners• Added value for business

professionals• Highly Personalizable

Growing Importance of CRM

•Based on a recent GartnerGroup survey (Aug 2000) on customer service e-tailing sites, there are many potential areas for improvements. Some are simple; others require significant investments in people, processes and technology. Here are the top-10 pitfalls:

•1. Requiring a password to access customer service

•2. Lack of a customer service tab

•3. Lack of search engines for general customer service

•4. Lack of a site map

•5. Lack of internationalization

•6. Lack of agent support for new channels

•7. Lack of working channels

•8. Lack of good customer service on the phone

•9. Lack of coordination between click and brick

•10. Requiring software download for access

Sales Force Automation • Customer Care

Relationship Marketing • Marketing Automation

Customer Data Warehousing • Enterprise Relationship

Front Office • Technology Enabled Relationship

Direct Mail • Telemarketing

One to One Marketing • Database Marketing

• Customer IntimacyCustomer Segmentation & Analytics

CRM Has Many Components

Migrating to a New Model

• Transaction Driven• 1-800 Access• Limited Availability• Stand Alone Units• Technology

Constrained• Limited Capabilities• Cost Centers

• Call Centers

• Customer Driven• Multi-Media Access• Anytime Availability• Fully Integrated• Technology Enabled• Enterprise

Capabilities• Profit Centers

• CRM Centers

Prior View Future View

Sales Workbench

• Opportunity Management

• Proposal Generation

• Marketing Encyclopedia

• Configuration & Pricing

• Tele Sales

• Management Analytics

Service Workbench

• Case Management

• Help Desk

• Dispatch

• Management Analytics

• Routing

• Scheduling

• Spare Parts Inventory

Business

Applications

Data Stores

Customer/ Prospect/ Employee

Touchpoints

Marketing Workbench

• Database Marketing

• Data Mining

• Campaign Management

• Content Management

• Interactive Marketing

• Management Analytics

FRONT OFFICE

DATA WAREHOUSE & OPERATIONAL DATA STORES

BACK OFFICE

Leads Opportunities Customers Interactions

OrderManagement

Distribution& Logistics

Manufacturing

ProcurementFinance,

Accounting,HR

Billing

MAIL

•Paper • Electronic • Fax

FACE-TO-FACE SELF SERVICE TELEPHONY

• Handhelds • Tablets • Web • Kiosks • ACD • VRU

Integrated Touchpoints

FRONT OFFICE

BACK OFFICE

eCRM Technology Architecture

eCRMLive

• Located in PricewaterhouseCoopers’ CRM Solution Centers, Rosemont, IL, and Philadelphia, PA, eCRMLive demonstrates the successful deployment of best-in-class multi-media customer contact solutions.

Customer

Telephone Call

E-mail

WebSelf-service &Collaboration

Internet

Switch/ACD

CTI Middleware

VRU Available CSR

Case Management

Specialist

Queue and Capacity

Monitoring

Workforce Management

Supervisory Functions

Call Routing

Relationship Marketing

SFA

Customer Database

ContentManagement Legacy

Database

Call Escalatio

ns

eCRM Vendors Vendor Demonstrated FunctionalityBroadVision Web Personalization

CenterCore Call Center Furniture

CNT Legacy Middleware Integration

Compaq NT servers and Desktop PCs

Genesys Computer Telephony Integration, E-Mail

Grahl Ergonomic Call Center Seating

Avaya Switch/ACD, Internet Telephony Gateway,Internet Call Center, Call Management Server, Telephones & Headsets

Microsoft Microsoft ASP

Nuance Communications Speech Recognition

Siebel Systems Customer Service and Support Application, Sales ForceAutomation

Sun Microsystems Unix Servers

Symon Communications Reader Board Messaging

Vignette Web Content Management

Cisco Web Collaboration/Integration

Xchange Campaign Management

Aspect Communications Workforce Management