SAP ActiveEmbedded At Transport for London

Christian Hauser

SAP Technical Operations Manager

Chris Soden

Technical Quality Manager

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Transport for London

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Every Weekday

Bus journeys

Tube journeys

Rail journeys

Pedestrian journeys

Car and motorcycle

journeys

Bicycle journeys

6 million

4 million

1.8 million

6 million

11 million

0.5 million

Is it higher

or lower?

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Regular Events

• Concerts at the O2: 20,000

• Wimbledon: 500,000

• Notting Hill Carnival: 1 million

• Ride London Cycle Event 2013: 200,000

• Twickenham: 82,000

• Wembley: 2 million visitors annually

© 2013 SAP AG. All rights reserved. 5 Confidential

SAP at TfL

• Initially implemented R/3 4.6c back n 2004

• Now ECC6, SRM4, CRM 5 & 7, BW, Portal, Solution Manager GRC

• £4.5 Bn processed through SAP Procurement in fiscal year 2011

• All HR information pertaining to an employee is held in SAP

• 87,767 materials that maintain the underground are managed in SAP

ERP

• SAP Payroll: services 23, 600 employees pan TfL

• 1, 950 operational maintenance orders raised last year

• 250,000 invoices scanned and processed to payment, approx £7 Bn

• 15,000 expense claims are processed through SAP each year

• Provides TfL with a structured data warehouse, delivering Mayoral

Reports

• SAP Real Estate manages TfL’s entire property portfolio

© 2013 SAP AG. All rights reserved. 6 Confidential

SAP Landscape at TfL

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What you are up against when solving

Business or Innovation Challenges?

Constant

innovation

can help solve

business

challenges

Pressure

to Perform

No stoppages!

Preserve

business continuity

while taking

advantage of new

technologies

Maximize

what you have and

continuously

reduce costs

No cost spike

after go live…

continuous improvement

and efficiency gains

Meet

mission critical

business

needs

Also includes

performance and

security concerns

© 2013 SAP AG. All rights reserved. 8 Confidential

SAP ActiveEmbedded at TfL

• ActiveEmbedded is a tailored collaborative engagement

model in which SAP works in partnership with a TfL and its

partners to achieve success through technical engineering.

• ActiveEmbedded is delivered by SAP AGS (Active Global

Support) who bring the experience of working with thousands

of SAP customers worldwide.

• ActiveEmbedded combines long term relationships through

an Engineering Architect (EA), and an on-site Technical

Quality Manager(s) (TQM), with the tactical deployment of

relevant Experts and Services.

• ActiveEmbedded builds on a customer’s Support agreement

providing a lifecycle engagement that makes SAP an active

partner for projects, operations and beyond, encompassing

innovation and enhanced reactive responses.

Governance

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Continuous innovation

Release management

Automate test plans

Implement new technology

through SAP Rapid Prototyping

Keep to SAP Standard (1:8 to 1:1)

Help ensure business continuity

Improve data quality and

automation

Increase availability and

performance

Lower Total Cost of Operations

Aim to ‘Run SAP like a Factory’

Safeguarding Services to Mitigate

Project risk

Assure quality across multiple

vendors and projects

Verify software integration

Help ensure a smooth transition to

Operations

Aim to ‘Build SAP like a Factory’

Stabilise

Innovate

Consolidate

Benefit from unparalleled expertise with an Enhanced Support Partnership:

SAP ActiveEmbedded Focus Areas

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Assistance to embedded

support team

Provide functional and technical

expertise

Monitoring of severe / top issues via

the SAP mission control center

Access to experts from AGS,

Development and Consulting

Expert-delivered services built upon a

proven methodology e.g. :

Risk mitigation

Empowering

Solution management optimization,

and solution operation

Custom code management

SAP Rapid Prototyping

Jointly identify engagement focus

areas with the customer

Collaborates on agreed focus areas

Provides full transparency via

balance score card incl. jointly agreed

key performance indicators (KPIs)

Manages quality gates for selected

focus area projects

Manages overall SAP support

Embedded Support

Expertise On-Demand

Engineering Services

Benefit from unparalleled expertise with an Enhanced Support Partnership:

SAP ActiveEmbedded – Engagement Model

© 2013 SAP AG. All rights reserved. 11 Confidential

SAP ActiveEmbedded Governance

Action Plan Balanced Scorecard Manage Value

Generation Targets

Define and monitor KPI’s

and objectives

Tracking of joint action

items to achieve targets

Financial Perspective

• Utilization of ActiveEmbedded rights

Learning P e rsp .

• Empowering of Suppor

t/Operations organization

Operations Perspective

• Smooth operations of all systems & processes

• OSS satisfaction (SLA & PCC)

• Defined Data Mgmt. & Archiving strategy

• Monitoring

• Implementation of Solution Manager

• Release status

• Projects

• PROSAP (EMEA)

• CPCC & Chargebacks (US)

Customer/Vendor

Perspective

• Roche view: Special treatment as ActiveEmbedded customer

• SAP view: Roche meeting SAP ’ s expectations

Status

Status Status

Status

Business Projects

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Operations Initiatives Support TfL to identify and optimize their SAP estate

Business Area Operations

TFL Responsible Mgr Kathy McMahon & Christian Hauser

Target Completion Date March 2014

Service Objective

Service

Status

Date Summary Findings Comment

1 SAP Operations

Planning Workshop The service delivers a fit-gap

analysis of the IT operations

processes, and quality

management roles and tools

against SAP® standards for

solution operations and best

practices in application lifecycle

management

Delivered 19/08/13 • Highly mature in Incident Management

• Established/identified improvement

plans

• Solution Manager is used in a very

limited manner

• CCOE faces the challenge of maintain

centralized responsibility, while parts of

work is outsourced and at the same

time keeping the knowledge in-house,

in order to prevent possible

dependencies on a service provider.

Score Cards driven continuous

improvement of IT operations and

projects using a KPI framework for

definition and improvement

documentation.

Establishment of all quality

management roles by customer and

partners. The skill levels of the quality

managers have to be proven with

individual certification of the quality

managers.

2 EOD – S&A CUA

review

Review of the TfL S&A

implementation with particular

focus on CUA

Scheduled 10/10/13

3 SAP Solution

Management

Assessment

Positioned Oct 2013

4 Software Change

Management Positioned

Nov

2013

5 SAP Data Volume

Management Positioned

Q1 2014

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Operations Imitative

SAP Operations Planning Workshop

Business Area; Operations

TfL Owner Kathy McMahon & Christian

Hauser

Situation @ TfL

TfL’s COE is a highly mature organisation. They wish to gauge how

they compare to their peers and how aligned they are against SAP

standards for solution operations and best practices in application

lifecycle management .

Objective

The primary objective of the SAP Operations

Planning Workshop is to perform a Fit/Gap

Analysis of the Customer Center of Expertise and

the IT processes in support operations, to

determine which SAP Standards for solution

operations should be implemented or enhanced

and to provide input on how this should be done

Approach

As part of the engineering service for Run SAP

Like A Factory carry out the Application

Operations Roadmap service . This service will

be an on-site workshop comprised of interviews

and presentations

Rating

Main Findings / Benefits

Action Priority Due date

Implement improvement plans for change request

management

Implement improvement plans for test management

Implement improvement plans for system

monitoring ; BPMON RCA Job Scheduling

Implementation of Score Card Driven continuous

improvements using a KPI framework.

Learning Points from Service Status: Adoption of Recommendations

Current recommendations are on track

© 2013 SAP AG. All rights reserved. 14 Confidential

Day to Day Embedded Support

On site presence has provided;

• Dedicated point of contact during Go-Live

• Advice – Operational & Strategic

• Escalation point for Message Processing

Thank You!