1. sa pience be_tech_day_2012_-_infrax

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Bridging the gap between business and IT

Introducing IT governance processes supported by SAP Solution Manager

Wim BorremansProgram Manager

Oliver BuyssensCompetence Lead SAP Solution Manager

SAPience.be Tech Day 2012

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Expertum

Founded begin 2006

Team of 50 SAP Experts and Project Managers

Mission : Providing superior long-term customer and employee value

Offering expertise in following domains• Finance

• Supply Chain Management

• Business Intelligence

• Product Lifecycle Management

• Project Management

• SAP Solution Manager

• GRC and Security

• Netweaver

• Own SME Solution: Value4SME

SAP Service Partner, Channel Partner, Value Circle Partner

SAPience.be Partner


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Infrax

As multi-utility company, with strong local presence, it is our mission to deliver:• Trustworthy and safe utility networks at the lowest rates• A durable and innovative energy and water management• A qualitative and social service to our customers


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Context – Pro-FIT Program

Incident, Problem and Change Request Management

Release Management

Critical Success Factors

Concrete Results


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Context

Our IT organization has gone through a significant growth and many changes during the last few years as a consequence of multiple mergers:

• More complex organization• Bigger teams• Multiple locations• Collaboration internal / external resources• Big projects


More structured way of working required

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Pro-FIT Program

The Pro-FIT program has the objective to improve our IT services in a structural way, introducing:• More controlled and measureable IT processes• A knowledgeable, efficient and scalable IT organization• Better IT management tools

Following an end-to-end approach involving not only IT but also business:• Increased transparency between business and IT• Added value for Infrax as an organization

Implemented in an iterative way:• Full roadmap including 8 iterations• Small iterations of manageable size• Deliver value early and keep the momentum• Continuous improvement


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Key Benefits

ITClear roles and responsibilities

More focus

Realistic workload

Better tools

More scalable organisation

BusinessMore transparency and involvement

Better quality

Better planning

More cost awareness


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Pro-FIT Roadmap

Based on the COBIT framework• Objective evaluation of current maturity level• Short and long term targets based on business and IT objectives


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Release Management


Concrete Results


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Categorisation

+2500 tickets per month are now categorized into incidents, service request, problems and change requestsThis leads to:• Better visibility – Tool reflects actual situation• More focus – Distinction between 1st / 2nd / 3rd line


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Dedicated Processes

Each category of tickets, triggers a specific processIntroducing• Ownership – Each process is end-to-end followed up by one

responsible• Clear roles and responsibilities – Everybody involved in

the process knows exactly what is expected from them


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Demo


Incident and problem management in SAP Solution Manager

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Agenda



Release Management


Concrete Results


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Why Release Management?


Objectives How to realize?

• Better prioritization of projects and change requests

• Involve PMO and business in the prioritization of projects / change requests and the definition of the release scope

• Realistic workload • Synergies in development and testing• Better capacity planning• More focus

• Stable production environment • Test on a representative and qualitative test environment

• Deploy release in a controlled way in production based on a tested and at release level defined cut-over plan

• Respect of scope and planning • Well defined and controlled release scope• Release planning with clear intermediate

milestones and go-live date

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Release Management Process


Wijziging

Analyseren& inschatten Toestaan Plannen Implementeren Afsluiten

Project

Registreren

Beheer van releases (Applicatie)

Wijziging

Analyseren& inschatten Toestaan Plannen Implementeren Deployen AfsluitenRegistreren Valideren

Standaard

Build(D)

Integratie(U)

Productie(P)

Acceptatie(T)

Project

CorrectiefEvolutief

Preventief

Valideren

Onderhoud

Project

Technisch

Urgent

Beheer van releases (Infrastructuur)

AfsluitenPlannen

Deployen

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Data Model


Change Request

Standard

Corrective

Preventive

Evolutive

ProjectMaintenance

Implementation

Change Document

General

SAP Normal

SAP Standard

SAP Urgent

Defect Correction

Transport

Transport Task

Incident

Problem

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End-to-End Integrated Solution


SAP CRM

SAP ERPSAP Solution Manager

Project

CharmQuality Gate Management

IMG Project

IMG ProjectChange Request

Change Document Transport

Transport Task

Transport

Transport Task

Ticket

Problem

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Demo


Change request and release management in SAP Solution Manager

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Agenda



Release Management


Concrete Results


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Process Organization Tools• First define the process and align the organization

• SAP Solution Manager only introduced in a second phase

Standard SAP Solution Manager implementation• Standard SAP solution as starting point

• Proper analysis phase – aiming for zero-gap implementation

Successful and intense collaboration between different partners• Infrax process owners

• Entrust-it – Project management, process definition, change management in organization

• Expertum – SAP Solution Manager implementation

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Agenda



Release Management


Concrete Results


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Concrete Results


Implementation SAP Solution Manager• Project duration – 4 months

• Total effort – 250 man days

Application maintenance cost reduced by 30%

Some statistics (as of July 2012 to date)• +19.000 incidents / service requests

• +100 problems

• +1.200 change requests and +1.100 change documents

• 25 projects

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Contact Details


Wim Borremans

entrust-it - Managing Partner

E [email protected]

W http://www.entrust-it.be

M +32 477 59 72 76

Oliver Buyssens

Expertum - CL

E [email protected]

W http://www.expertum.net

M +32 471 60 95 00

Thank you!

24SAPience.be Tech Day 2012

1. sa pience be_tech_day_2012_-_infrax

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