SAP - SAP SİSTEMLERİNİZİ DAHA VERİMLİ İŞLETMEK MÜMKÜN

Lifecycle Management for IT Operational Efficiency

(LMOE)

Gaurav Kapoor/Global DTS Operations Services

September 20, 2013 Public

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

Agenda

• Challenges facing IT departments

• Customer Case

• Business Outcomes that Deliver Value

• LMOE - Bringing it all together


Challenges Facing the Business How do I prepare for the future while managing the present?

Keeping up with constantly evolving business requirements and ever-

changing system landscapes

Funding revenue-generating innovations to support business growth

while maintaining existing operations with flat or decreasing budgets

Architecting and maintaining a cutting-edge infrastructure that is

capable of taking advantage of the latest technologies and capabilities

Delivering high levels of system performance, reliability, and

efficiency while minimizing downtime

Business challenges:


Introspection How am I faring?

• Am I spending too much on IT?

• Is my SAP solution changing or evolving? How many changes are my

peers managing?

• How am I doing on incident management? How many incidents do my

peers manage?

Am I above or BELOW the industry average?


Customer Case


Greenfield Pharmaceutical

Quick Facts

Industry

Pharmaceutical

Employees

3400

SAP® Solutions and Services

Advisory Services

ALM Strategic RoadMap

Enterprise Test Strategy

3 year Realization span

Implementation Partner

SAP Services

Customer Pain Points

No clear application lifecycle management strategy with legacy

No CoE framework

setup for managing SAP IT

Legacy heavy with

custom development. Slogan for SAP

Implementation “Keep it close to the standard”.

Vision for IT

Successful migration from Legacy to SAP.

Build and Run SAP

like a Factory.

Rapidly Mature towards an advanced CCoE for SAP.

We want to get our

ALM right from day

ONE.


The Journey

Establish the foundation

• ALM assessment

• CoE Strategy and roadmap

• Landscape Set up

• ALM Education ( tools, processes, ASAP, Run

and Build SAP like a factory

Leverage for continuous improvement

• Business Process Operations ,

Service Desk

Wave 1

Wave 2

Wave 3

• Project and Portfolio

Management

• Services monitoring

• Tech operations & Business

case

• Global Change Management

Deploy for value in processes

2013 2013-14 2015-16

One way of operating SAP

globally Leading to simpler,

faster innovation

Single way of running projects

and programs globally

Effective IT organization at

optimal TCO

Global command center


Traditional SAP Shop

FMCG

Quick Facts

Industry

FMCG

Employees

171,000

SAP® Solutions and Services

Advisory Services

ALM Strategic RoadMap

Enterprise Test Strategy

3 year Realization span

Implementation Partner

SAP Services

Customer Pain Points

9 solution manager instances – 4 landscapes ( each per region)

No clear application lifecycle management strategy across subsidiaries

Complex and segregated landscape – increasing cost for operations and upgrades

Poor visibility across IT services operations due to lack of efficient reporting mechanisms

Vision for IT

By 2015 to Enable a

Global Enterprise

Business Solutions

Organization .

Accelerate innovation

by doubling the speed

of execution

Reduce TCO by

running IT like a

factory

Setting up common

methods, tools,

processes,

measurement metrics


The Journey

Establish the foundation

• ALM assessment

• CoE Strategy and roadmap

• Landscape Set up

• ECC Convergence feasibility

• Regression Testing strategy & Business case

• CIO dashboard & Command center PoC

Leverage for continuous improvement

• Global Convergence Template

• Solman Landscape consolidation

• Business Process Operations ,

Service Desk

Wave 1

Wave 2

Wave 3

• Global project methodology

• Services monitoring

• Tech operations & Business case

• Global Change Management

Deploy for value in processes

2012 2013-14 2015-16

One way of operating SAP globally

Leading to simpler, faster innovation

Single way of running projects and

programs globally

Effective IT organization at optimal

TCO

Global command center


Business outcomes that deliver value

Operational stability

Reduced complexity

Achieve operational excellence with leverage SAP’s best practices how to best run SAP application platform

Use application lifecycle management (ALM) for standardization and automation of operations

Reduce TCO and release funds for innovation

Mitigate risk in operation for critical platform/processes

Ensure end-user satisfaction

Address IT capacity and availability management

Run a system with current versions

Deliver an innovation road map aligned with the business road map

Measure efficiency gains based on an underlying business case

Lay the foundation for ongoing innovation

Infrastructure scalability

IT-enabled business agility

Governance and oversight

Ongoing Innovation


Lifecycle Management for IT Operational Efficiency

(LMOE)


Performance Benchmarking by SAP Overview

Over 10,000 participants from over 3,000

companies

Global: in 2010 over 60% participants from

outside NA

Partnerships with ASUG and other user groups

Studies available in 12 languages

Reach

Over 20 business process assessments

Over 700 KPIs, over 1,000 Best Practices

Over 300 peer groups

Content

Coverage

Established end of 2004

Available to SAP and non-SAP customers

Benchmark business and IT KPI’s against peers

Overview


Value achieved: Operations maturity Associated with IT service improvement and cost reduction

IT Service Quality Improvement

8%

14%

24% 28%

45%

Least Mature Less Mature Mature More Mature Most Mature

37%

User Satisfaction Improvement

5%

11%

21%

29% 32%


27%

Average IT Cost Reduction Achieved

12.500% 12.500%

21.100%

25.400% 26.300%


13.8%

Source: SAP Value Engineering and ASUG Study


Best Practices

4.667 4.500

4.750 4.500

4.125 4.00

4.500

3.750

2.00 1.750

2.875

3.500 3.375 3.600

4.250

3.250

0

1

2

3

4

5

6

Business-ITAlignment

Value Management IT ComplexityManagement

IT OperationsExcellence

IT ServiceManagement

ProcessesExcellence

TechnologyAdoption Excellence

IT OrganizationExcellence

IT Sourcing

TOP 25% Average Customer Importance Customer Coverage

Company Best Practice Importance Compared to Coverage Contrasted Against Peer Responses

1 = No Coverage 5 = Full Coverage


Maturity of Efficiency

1.167

.818 1.182

3.00

3.00 3.00

0

1

2

3

4

5

SAP CCOEStrategy &

Governance

SAP CCOEOrganization

SAP CCOEResources &

Skills

Customer - Actual Customer - Goal

.609

1.00 1.273

3.261

.952

2.818

0

1

2

3

4

5

Change, Test and ReleaseManagement

Incident and ProblemManagement

Solution Documentationand Implementation

Customer - Actual Customer - Goal

• Run SAP like a

factory

• Build SAP like a

factory

• Strategy • Transition

• CCoE Strategy

and Governance • CCoE

Organization

Resources and

Skills

• Handover from

Project to

Operations

• Transition of IT

Excellence


Key Observations

Dimension Significant Gaps Client Assessment*

Strategy Several key processes are missing (Release Management, Transport

Management) which are critical to maintaining control during project

activity; there is no Service Catalog to define / document specific

ownership

Build Appropriate governing bodies exist; however, operational governance

occurs informally and does not have single point of ownership

Run The organization is missing a several key roles (Release Manager,

Service Desk Manager) although the current size of the SAP footprint

allows this circumstance to be workable; lack of depth to the overall

organization

Given there is no clearly defined path of advancement for Competency

Center personnel , employee retention may become an issue

Transition There is no clear process to handover from projects to operations

IT Operations is not involved in specifying entry criteria for Innovations

they will need to take into maintenance and operation.

40 0% 100%

30 0% 100%

25 0% 100%

15 0% 100%


Lifecycle management for IT operational efficiency Assemble to order (essential, core, and extended scope)

Scoping Design Setup Transition Operations

ALM software suite

SAP MaxAttention services and embedded SAP Active Global Support (SAP AGS)

Trainings and certifications

Milestone: Operations efficiency road map

Milestone: Baseline for operations efficiency and TCO improvement readiness

Milestone: Stabilization

Assessment for

operations

Evaluation and

planning of operations

efficiency improvement

targets

TCO discovery

Strategic road map for

ALM adoption,

including testing

strategy assessment

Business case and

implementation road

map

Efficiency program advisor – single point of contact for all services activities, facilitation, and guidance on continuous operational efficiency

Implementation of IT portfolio and project

management

Run SAP like a factory –

implementation

Setup of functional

automated testing

Implementation of

SAP ITSM

Build SAP like a factory –

implementation

Setup and management

of performance testing

Upgrade services

Milestone: Continuous improvement

Operations design and implementation Customer Center of Expertise (Customer COE) –

transformation

Business process

monitoring (SLA)

Application management

services (SLA*) Postproduction support

Remote application and

database operation (SLA)

Data management services

Database optimization and migration Security services

Virtualization and cloud management

*Service-level agreement

Organizational Change Management


0-6 months 6-18 months 18-24 months 24-36 months

Bu

ild

Str

ate

gy

Run Transition

Efficiency road map

Operations

Design and

Implementatio

n

Implementatio

n of

SAP ITSM

Setup and

Management

of

Performance

Testing

Application

Management

Services

(SLA).

Remote

Application &

Database

Operation

(SLA)

Data Management

Services

Virtualization and Cloud

Management

Setup of

functional

automated

testing

Solution

Documentatio

n

Business

Process

Monitoring

(SLA) Installation

and

Operations

Setup for SAP

Solution

Manager

System

Monitoring for

SAP Solution

CCoE

Mission,

Vision ,

Strategy

CCoE

Governance &

Role Model

CCoE Service

Catalogue &

Sourcing

Strategy

CCoE

competency

roadmap

TCO

Benchmark

Transition

from project

into

operations Transition of

operations

requirements

into project

methodology

RfC & Change

Mgmt Process

Service Desk

with Incident &

Problem Mgmt

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

Gaurav Kapoor

Global Data and Technology Services

SAP India Pvt Ltd