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Solution Manager 7.1

Highlights and Adoption Approach

Ingo Pfeiffer

SAP Business Transformation Consulting



© 2012 SAP AG. All rights reserved. 2This 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

Topics

1. SAP Solution Manager 7.1 – Highlights

Key innovations/improvements

Value of Solution Manager

2. Application Lifecycle Management processes supported by Solution Manager

3. Solution Manager Adoption Approach

Upgrade Information – Manager Essentials

Adoption Strategy

– Strategic ALM Roadmap Service by SAP Consulting

– SAP Solution Manager Roadmap Service by SAP Active Global Support

4. Appendix

Services to Support SAP Solution Manager Adoption

Available Education for SAP Solution Manager

Key Links for More Information




Highlights with SAP Solution Manager 7.1SP05

What Is It?

SAP Solution Manager is the central,

integrated end-to-end orchestration platform to

accelerate innovation, manage the application

lifecycle and run SAP-centric solutions like a

factory.

What value does i t deliver?

Quality of change and operation

Business continuity

Reduced TCI / TCO

End-to-End Support for the complete customer solution

Ease of Use and Dashboards Efficiency - Run SAP like a factory Relevance to Business Extended Usage Rights Support for HANA and Mobile Mobile Apps for SAP Solution Manager

SAP Solut ion Manager Introduction

… the ERP for IT….



© 2012 SAP AG. All rights reserved. 4This 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-infringementThis 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 Solut ion Manager 7.1 – Highlights

Supporting t he end-to-end Customer Solution• Open modeling of non SAP applications in new Landscape Management Database

• Open CTS to integrate non SAP, Open Diagnostics and Monitoring/Alerting Infrastructure

• From “ Application Incident Management” to a complete ITIL V3 compliant ITSM for the customer soluti on

• Enhanced integration with 3rd party IT management: HP QC, IBM Rational, Worksoft, Cisco Tidal

Simpli fied User Interface and Management Dashboards• 100% transparancy into IT and business with Management Dashboards

• Change and Incident Management : Complete web-based user interface

• Test Management : New intuitive user interface for Tester work list

• Enhanced Business Blueprinting: Easily blueprint your solution with one BPMN compliant tool

Run SAP like a factory wit h 2 FTEs per shift• New Monitoring and Alerting Infrastructure to automate repetitive tasks and avoid alert flooding with one

central infrastructure and correlation / aggregation of alerts

• Operation Control Center for central c ontrol of mi ssion cri tical operations support

Business Process Modeling, Reverse Documentation & Usage Analysis• Enhanced Business Blueprinting: Central visbility into your business processes in BPMN notation

• Reverse engineering of business processes with IBIS content fully integrated in SolDocA

• Business Analytics: o timize execution of business processes with throughput and Backlog analysis

Extended usage rights• A compl ete solu tio n f or the m idmarket CIO to r un IT l ike a busi ness

• Included in your SAP Enterprise Support contract!

End-to-End

Ease of Use &

Dashboards

Efficiency

Relevance to

Business

Scope




Innovations for SAP Solution Manager 7.1 SP05

Application Lifecycle Management

Key Needs Key Innovation

Solution

Implementation

Advanced Scenario Modeling

based on Business Process

Modeling Notation (BPMN)

standards

New Scenario Flow Modeler

Modeling graphics visible within Solution

Manager

est Management Risk-based test scope

identification

Enhanced BPCA test scope optimization

InfrastructureManagement

Model and Manage ITInfrastructure components via

integration to an ITIL-compliant

CMDB (Configuration

Management Database)

Modeling data stored centrally inSolution Manager

Incident, Problem, and Change

Management

Integration into IT Monitoring and Alerting

Change Control

Management

Flexible, validated and compliant

change management processes

Improved flexibility of change processes

New downgrade protection capabilities

Compliance trend analysis

Incident

Management

Full ITSM and Service

Management capability

Service Request Management

Improved roles and user interfaces

Improved ITSM analytics and

dashboards

Simplified setup and configuration




Innovations for SAP Solution Manager 7.1 SP05

Run SAP Like A Factory (RSLAF)

Key Needs Key Innovation

pplication

Operations

Complete coverage of the entire

customer solution, including SAP

HANA, mobile and cloud

SAP HANA completely integrated with

system monitoring and alerting

infrastructure

Extended support for SAP/Sybase

Mobile Platform

Business Process

Operations

Make business processes more

efficient and effective withBusiness Process Improvement

methodology

Advanced benchmarking

New analysis types (age, trend) Detailed analysis and graphical displays

Custom Code

Management

Management and optimize custom

code

New predefined dashboard apps

Advanced and new data extraction

features

Mobile Applications • Access key SAP Solution

Manager ALM and RSLAF

processes by mobile devices

New mobile applications for incidents,

change management, monitoring and

custom code




SAP Solut ion Manager 7.1 – Value Increased

“SAP Solution Manager

7.1 helps you to manage

your entire solution. In

fact, it is easy to extend

to all ofyour IT.”

“

“

SAP Solution Manager 7.1 scoreshigh in the CIO Value framework

SAP Solution Manager

7.0


7.1

Business Continuity

Time to Market

Compliance Efficiency




How to Measure the Value of Application Lifecycle

Management? Available Metrics with SAP Solution Manager 7.1

BusinessContinuity

Time toMarket

ComplianceScore

Zones™

Minimize business im-

pact & Optimize costsMission Deliver faster Improve audit ratings

Time without outage

System performance

Backlog and throughput Database growth

No. of redundant

custom code objects

No. of open ITSM

requests

No. of status iterations

in ITSM request

processing

SLA fulfillment

Time spent on ITSM

request processing

No. of emergency

changes

No. of open test cases

No. of open ITSM

requests

No. of status iterations

in ITSM request

processing

SLA fulfillment

Time spent on ITSM

request processing

No. of redundant

custom code objects

Non-compliant user

authorizations

Software status

No. of open ITSM

requests


SLA fulfillment

No. of emergency

changes

No. of failed changes

Metrics

Efficiency

Achieve more with the

same staff


No. of open ITSM

requests No. of status iterations

in ITSM request

processing

SLA fulfillment

Time spent on ITSM

request processing

Incident effort

Maintenance effort

No. of redundant

custom code objects

*) Planned for SAP Solution Manager 7.1 SP5




Topics







Adoption Strategy



4. Appendix







Incident, Problem &Request Management

Manage IT Service Incidents

Problems

Service requests

Requests for change

Run SAP like a Factory Application Lifecycle Management

SolutionDocumentation &

Implementation

Manage software production

Business process documentation

Templates – combine efficiency of

global business processes with local

flexibility

Implementation guides forEhP&releases

Portfolio & ProjectManagement

Manage business requirements

Business demand of

stakeholders

IT Project portfolio and resources

Time recording of all of IT

IT project management

Change, Test &Release Management

Manage tests

Central test organization and

reporting

Only test what you need to test

Automate your regression test

Test data management

Control change

Transports for SAP and non SAP

Downgrade protection and object

lock

Dual landscape retrofit Flexible assembly of releases

Sign off workflow and phase control

Business ProcessOperations

Ensure results of Lines of

Business

Business process analytics

Business process monitoring

24x7 job control

Data consistency

ApplicationOperations

Keep IT on top of operations

Technical analytics

Technical monitoring and

alerting

Root cause analysis

Data volume management

Technical administration

Maintenance Optimization & Security

Maintain the IT landscape

Near-zero downtime

updates Custom code reduction and

maintainability

Security of SAP solutions

Mergers and carve outs Validate non functional requirements

such as operability, performance,

data consistency

Integration

Validation

SingleSourceof Truth

ingle ourceof Truth

Require-

ments

Design

Deploy

Build

& Test

Optimize

Operate

SAP Solution Manager – Orchestrate your Solution



© 2012 SAP AG. All rights reserved. 11This 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-infringementThis 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

Template Management Comparison & Adjustment for template

Roll-in of changes from projects

Change Control Management Quality Gate Management to control changes

Change Request Management process flexibility

New Change and Transport System mechanism

Configuration Validation and Change Analysis

Application Incident Management ITIL IT Service Management aligned

Configurable web-client user interface

Additional Service document functions

Solution Implementation New Business Blueprint modelling capability

End-to-End Business Function implementation

process

Project and Solution Reporting Enhancements

Business Process Operations BPO Dashboards with Alert Inbox

Business Process Analytics

Cross-database comparison

Job Control and Schedule Management

Solution Documentation Extended Solution Documentation Assistant analysis scope

Reverse Business Process Documentation

Upload of interface to build an in itial Business Blueprint structure

Maintenance Management Maintenance Optimizer for complicated

landscapes

System Recommendations

Test Management More efficient test phase management

Test Automation Framework with 3rd party tools

Test Scope Identification & Optimization with BPCA

Upgrade Management Integration of Upgrade Dependency Analyzer

Technical Operations New Technical Monitoring and Alerting infrastructure

End User Experience Monitoring

Technical Administration and Analytics

Extended Root Cause Analysis scope

Data Volume Management work center

Custom Code Management Lifecycle Management for custom code

ALM Processes in SAP Solution Manager An approach aligned with ITIL Service Management

SingleSourceof Truth

ingle ourceof Truth

Require-

ments

Design

Deploy

Build

& Test

Optimize

Operate



© 2012 SAP AG. All rights reserved. 12This presentation and SAP‘s strategy and possible future developments are subject to c hange 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


Application Li fecycle Management

SAP Solut ion Manager Platform – Supports ALM

Blueprint

Service Desk

Testing

Configuration

Change Requests

Upgrade

Service Delivery

System MonitoringSystem Administration

Business Process and Interface Monitoring

Data Volume/Data Consistency Management

Job Documentation

Root Cause Analysis

End User Experience

Learning Maps

Scope

Quality Gates

IssuesBusiness Process

Change Analyzer

Solution Documentation Assistant

Maintenance

Optimizer

Custom Development Management

Cockpit

Visualization




Interrelation of ALM Processes

S o l u t i o n

D o c u

m .

S o l u t i o n

I m p l e

m .

T e m p

l a t e

M g m

t

T e s t

M g m

t

C h a n

g e

C o n t r o l

A p p l .

I n c i d e n t

M a n a

g e

T e c h

O p s

B P O

p s

M a i n

t .

M g m

t

C u s t o m

C o d e

M g m

t

U p g r

a d e

M g m

t

Solution

Document. Solution

Implement. Template Mgmt. Test Management Change Control

Appl. Incident

Mgmt. Techn. Operations BP Operations MaintenanceMgmt. Custom Code

Mgmt Upgrade Mgmt.

[process below]

provides input for

[process to the

right]




End-To-End Support of Business ProcessesManage your IT-landscape with SAP Solution Manager

* for a full legal description please see current SAP Enterprise Support contract

SAP Enterprise Support

Entered in SAP ERP / CRM

System

Components

New sales opportunity

received via mobile device

Mobile

Saved in 3rd party d atabase

Database

Printing

of Invoice

Printer

ComponentsMobile Database Printer

SAP Standard Support

With SAP Enterprise Support you can use the SAP Solut ion Manager for all IT components that are required, e.g. to

execute your documented business processes. With SAP Standard Support you can only manage your SAP Components*




SAP Solution Manager – Adaptabili ty and Extensibili ty

Third-Party

Applications

Adapters

ExtensionsSAP Test Data

Migration Server

SAP Solution Manager Adapter for SAP Quality

Center by HP

Process Scheduling Adapter for SAP Solution

Manager

SAP ProductivityPAK byRWD Adapter for SAP

Solution Manager

SAP Central ProcessScheduling by

Redwood

SAP Quality Center byHP

SAP ProductivityPAKby RWD

SAP Test Acceleratorand Optimizer


Require-ments

Design

Deploy

Build &Test

Optimize

Operate

Application

Management

O p en

S er vi c e

D e sk I n t er f a c e

iRise VisualizationSoftware




Topics







Adoption Strategy



4. Appendix







SAP Recommends to Adopt SAP Solution Manager 7.1

2011 2012 2013 2014 2015

Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4

Mainstream MaintenanceSAP Solution Manager 7.0 EHP 1

Mainstream MaintenanceRamp UpSAP Solution Manager 7.1

Upgrade

Invest now in SAP Solution Manager 7.1 because:

You can adopt the SAP Solution Manager 7.1 innovations at your own pace and priorities, e.g. Management Dashboards,

Business Process Blueprinting, Solution Documentation, Test Automation, Central Application Monitoring.

You can do a technical upgrade to SAP Solution Manager 7.1 without additional hardware, little user impact and not

significantly more effort compared to applying a support package on SAP Solution Manager 7.0 . EXCEPTION: Charm andService Desk!

Maintenance of SAP Solution Manager 7.0 ends by end of 2013. No functional enhancements on SAP Solution Manager

7.0




The right time is right now!

Go direct ly to SAP Solution Manager 7.1

Do not invest in a release in which SAP does not add innovation any

more

Use your next maintenance window to perform the upgrade

Reduce your maintenance effort

No need to implement any Support Package as Upgrade prerequisite Go to the latest SAP Solution Manager 7.1 Stack in one shot

Benefit now

SAP Solution Manager 7.1 is ready for prime time

Most new developments can be selectively adopted at your own pace

Only the upgrade of Service Desk and Change Request Management

is disruptive and requires migration investment.




SAP Solution Manager 7.1Times Spent doing Technical Upgrade – experience so far

Pre Processing

10 to 20 hours

Import

5 to 10 hours

Post Processing

8 to 20 hours

Run Time Run TimeDowntime

Basic Configuration

10 to 14 hours

1 to 2 hours 5 to 8 hours 3 to 4 hours

Run Time Downtime Run Time

PreProcessing

Import BasicConfiguration

Upgrade to7.1

Support Packageimplementation

Technical downtime is similar for Support Package Stack and

Upgrade




Hardware considerations

No hardware investments should be

required if you

• are on SAP Solution Manager 7.0 EHP 1 and

plan no changes to the scope

• are on SAP Solution Manager 7.0 EHP 1 and

plan to add only a small number of managed

systems or users

The hardware should be reviewed if you

• want to leverage areas of SAP Solution Manager

currently not in use

• plan to add a larger number of users (e.g. to

manage a complete IT Service Desk)

• want to add a large number of managed systems• you are currently on a release smaller than SAP

Solution Manager 7.0 EHP 1




Upgrade versus new Installation

The standard path from SAP Solution

Manager 7.0 to SAP Solution Manager 7.1 is

an UPGRADE to protect configuration

investment and keep data.

You can do a new installation if the main

purpose of your SAP Solution Manager 7.0

is to generate keys and download SupportPackages

• Establish landscape strategy (System Landscape

Directory, Solution Manager agents on managed

systems)

• Run automated paperless guided proceduresafter fresh install to configure both SAP Solution

Manager and the connectivity to all managedsystems

Please refer to the content transfer guide if you prefer a new installation over an

upgrade.




New planning tool for installations and upgrades

The objective of the planner is to provide asupport for upgrade/installation projects

planning.

The tool enables you to:

• Assess your current situation by describing yourSolution Manager landscape and usage.

• Define the scope of the new installation/upgrade.• Propose a high-level sequence of tasks that have

to be performed during the project

• Validate the technical infrastructure of your

environment

• Identify risks factors linked to your technical and

functional environment.

The outcome of the tool should be used as an input for your project planning and

should be validated by the project team.

Click on picture to download theplanner!




SAP Solution Manager 7.1 is rapidly adopted in the market

Customer Feedback:

• The upgrade works!

• The configuration is easy!

• The software is stable!

Customers rank the new scenarios either as „relevant“ or „highly relevant“ in a poll

Over 3000 customers went live since August 2011

SAP is committed to continue collaboration with users and user groups!




Strategic Road Map for Appl ication Lifecycle ManagementIntroduction of the approach

The strategic road map for application lifecycle management is investigates the

situation at customer. It follows the application lifecycle management of SAP and

considers 11 processes following the six phases.

Bestpractices

Bench-marking

Partner Integration

Expertadvice

ALM Processes covered

Solution Documentation

Solution Implementation

Template Management

Test Management

Change Control Management

Application Incident Management

Technical Operations

Business Process Operations

Maintenance Management Custom Code Management

Upgrade Management

ALM Processes covered



Template Management

Test Management

Change Control Management




Maintenance Management Custom Code Management

Upgrade Management




ALM Roadmap – Key Deliverables

©2010SAPAG.Allr ightsreserved./Page3

Management Summary

Customer has a strong set-up of …

The area of xyz shows potentials to improve

To improve the efficiency in SAP Solution operation,SAP recommends:

Adapt a more business oriented culture (frommodule thinking to E2E processes)

Implement all relevant ALM processes/run SAP

end-to-end standards

Increase Quality Management and Governancewith Business I ntegration

This strategic ALM Assessment is the first step toget a high-Level As-Is view. To have acomprehensive and complete view, SAP’s

recommendations i s:

Conduct a CCoEAssessment

Conduct a SAP Solution Manager Assessment

… Other ITTS Service …

0%

20%

40%

60%

80%

100%

SolutionDocumentation

InnovationManagement

TemplateManagement

TestManagement

ChangeControlManagement

ApplicationIncidentManagement

TechnicalOperations


MaintenanceManagement

UpgradeManagement

Total ALM Processes

% Relevant

% Realized


InnovationManagement

TestManagement

Change Co ntrolManagement

TechnicalOperations

Businessprocess

Operations

UpgradeManagement

V a l u e a d d e d

Effort

©2010 SAP AG. All rights reserved. / Page 14

Foran improvedGovernance,it isrecommendedto…

Foran integratedandcontinuousprocess,itis recommendedto…


Findings and Recommendations

Findings

Organization

Theareaof xyzshowspotentialstoimprove

Hardtounderstandfornon-experts

Recommendations

Customer Priority: Middle

0%

20%

40%

60%

80%

100%Organization

ToolsProcesses


% Relevant

% Realized

Management Summary

Findings and Recommendations for:

Organization

Tools

Processes

Value identification of recommendations

Additional Topics addressed by customer

Next Steps

Detailed results for identified quick Wins

Benefits

References

How it works

Service recommendations

Effort

Management Summary

Findings and Recommendations for:

Organization

Tools

Processes

Value identification of recommendations

Additional Topics addressed by customer

Next Steps

Detailed results for identified quick Wins

Benefits

References

How it works

Service recommendations

Effort

Identified improvement potential in the area of ALM regarding organization, processes and tools. Documented

findings and recommendations for the application lifecycle management processes taken in scope. Thedeliverables are listed below. The details of the outcome will vary and reflect the customer specific situation.




The ALM Strategic Roadmap is created in four steps

ALM Strategic Roadmap Phases ALM Strategic Roadmap Phases

DAY 1 / WEEK 1

M e t h o d

C o n t e n t

P a r t i c i p a n t s

Kickoff

presentation Kickoff

presentation Several workshops to get an

understanding of as-is

situation

Several workshops to get an

understanding of as-is

situation

Kick-off Interview phase

Present high level approach

of the workshop

Align with customer

expectations

Create awareness for SAP

Application Lifecycle

Management (ALM)

Present high level approach

of the workshop

Align with customer

expectations

Create awareness for SAP


Management (ALM)

Understand As-is processes

and tool support for

implementation projects,operations and optimization

projects

Identify optimization

potentials

Get an understanding of


Management, its phases, its

processes and usage of


Understand As-is processes

and tool support for

implementation projects,operations and optimization

projects

Identify optimization

potentials

Get an understanding of


Management, its phases, its

processes and usage of


1

Head of IT SAP CCoE Manager

SAP Application Mgmt Manager

SAP Technical Operations

Manager


Manager

Overall Projects Manager

Head of IT SAP CCoE Manager



Manager


Manager

Overall Projects Manager

In sequence: Overall Projects Manager


Business process Operations

Manager


Manager

In sequence: Overall Projects Manager


Business process Operations

Manager


Manager

2

3 hrs final roadmap

presentation 3 hrs final roadmap

presentation

Roadmap

presentation

Presentation of findings

Benefits Case

Roadmap recommendations

for Solution Manager

utilization

Expected High-Level Benefit

and effort

Discussion

Next steps

Presentation of findings

Benefits Case

Roadmap recommendations

for Solution Manager

utilization

Expected High-Level Benefit

and effort

Discussion

Next steps

3 hrs working session 3 hrs working session

Preparation phase

No interaction with

customer required

Consolidation of findings

from the interview phase

Creation of final

presentation with SAP

methods and tools

No interaction with

customer required

Consolidation of findings

from the interview phase

Creation of final

presentation with SAP

methods and tools

4

All Participants All Participants SAP only SAP only

3

DAY 2 / WEEK 2




ALM Roadmap Findings

0%

20%

40%

60%

80%

100%

Solution

Documentation

SolutionImplementation

Test Management

Change ControlManagement

Application I ncident

Management



Maintenance

Management

Upgrade Management

Total ALM Processes

% Relevant

% Realized

The ALM Strategic Roadmap is the first step to get a high-level

as-is view of the application lifecycle at Customer X and todefine an initial high level roadmap for improvements and quick

wins in ALM where appropriate.

SAP Findings:

•Customer X has, or has recently introduced, good governanceand processes in many areas of ALM, such as Project

Management, Transition and Incident Management.

•In the Projects area there is a lot of manual effort and a lack of

tools to assist with project management, execution and reporting.

• Governance and lifecycle of Documentation Management could

be improved. Between projects and support there is a lack of

consistency in the quality and level of Transition knowledge

transfer and no visible single tool for Documentation across

Projects or BAU.

• Incident Resolution - key driver – significant amount of time and

effort is required currently to resolve incidents. Diagnosis of the

cause is mainly manual involving multiple teams.

• Audits – lack of tools and reporting means that a significant

amount of manual time and ef fort is spent on auditing IT changes

(30 man days per audit)

•Control and Visibility of Change – there is a lack of governance

and control around Release Management and TransportManagement which is being addressed and tools to support the

planned process are required

• Upgrades & Innovation Management – understanding new

technology and SAP capability quickly and reducing time and

effort within the upcoming ECC 6 upgrade project is a key driver

SAP Findings:

•Customer X has, or has recently introduced, good governanceand processes in many areas of ALM, such as Project

Management, Transition and Incident Management.

•In the Projects area there is a lot of manual effort and a lack of

tools to assist with project management, execution and reporting.

• Governance and lifecycle of Documentation Management could

be improved. Between projects and support there is a lack of

consistency in the quality and level of Transition knowledge

transfer and no visible single tool for Documentation across

Projects or BAU.

• Incident Resolution - key driver – significant amount of time and

effort is required currently to resolve incidents. Diagnosis of the

cause is mainly manual involving multiple teams.

• Audits – lack of tools and reporting means that a significant

amount of manual time and ef fort is spent on auditing IT changes

(30 man days per audit)

•Control and Visibility of Change – there is a lack of governance

and control around Release Management and TransportManagement which is being addressed and tools to support the

planned process are required

• Upgrades & Innovation Management – understanding new

technology and SAP capability quickly and reducing time and

effort within the upcoming ECC 6 upgrade project is a key driver




Establish clear responsibilities and standards for documenting business processes down to a technical object level

Establish a central documentation repository for this information that is accessible to all that is accessible to both

Customer X and their delivery partner’s staff Establish clear responsibilities for ongoing management and standards for the li fecycle of Custom Code

Agree Business Process level SLA’s with both the Business and Delivery Partners

Establish a clear organization to manage data integrity and consistency

Establish clear responsibilities and standards for documenting business processes down to a technical object level

Establish a central documentation repository for this information that is accessible to all that is accessible to both

Customer X and their delivery partner’s staff Establish clear responsibilities for ongoing management and standards for the li fecycle of Custom Code

Agree Business Process level SLA’s with both the Business and Delivery Partners

Establish a clear organization to manage data integrity and consistency

Organization


FindingsFindings Customer X demonstrates has a good organizational

structure for managing their current environments



The following key areas indicate potential for improvement


Maintenance Management


RecommendationsRecommendations

0%

20%

40%

60%

80%

100%



Test Management


Application Incide ntManagement




Upgrade Management

Organization

% Relevant

% Realized




Integrate the use Solution Manager on projects (starting with SAP upgrade project) to assist with integration across teams and for

transition to support

Evaluate SAP white papers on E2E Test Management and best practice regression testing to help define E2E Test Management

process and use new tools to maximum benefit.

Define a governance and E2E process for custom code lifecycle management

Consider a future strategy for Business Process Monitoring and Optimisation

Consider connecting 3rd party ITSM to SAP Solution Manager to help facilitate submitting support messages to SAP through SAP Service

Desk and to allow teams to work in Solution Manager with associated tools

Integrate the use Solution Manager on projects (starting with SAP upgrade project) to assist with integration across teams and for

transition to support

Evaluate SAP white papers on E2E Test Management and best practice regression testing to help define E2E Test Management

process and use new tools to maximum benefit.

Define a governance and E2E process for custom code lifecycle management

Consider a future strategy for Business Process Monitoring and Optimisation

Consider connecting 3rd party ITSM to SAP Solution Manager to help facilitate submitting support messages to SAP through SAP Service

Desk and to allow teams to work in Solution Manager with associated tools

FindingsFindings

Customer X has good set of processes in the areas of



Improvements have been planned for

Transition process

Release Management / Change Control governance

Business Process Operations is an area lacking a def ined process (both

for business process monitoring and custom code management)

Project implementation whilst well-governed, lacks an integrated processwhich will ease transition to support and provide sufficient further system

usage for BAU operations.

E2E Test Management process across BAU and Projects


0%

20%

40%

60%

80%

100%



Test Management


Application IncidentManagement




Upgrade Management

Processes

% Relevant

% Realized

Processes





Implement standard Technical Monitoring & Administration functionality to provide

Application level monitoring and alerting

Access to detailed Root Cause Analysis data to support complex problem diagnosis

End User Experience Monitoring (EEM) to support call-centre performance issues

Leverage Solution Manager Work Centers to support unified web access to functionality, in particular

Change Management (Q-gates, ChaRM, CTS+)

CDMC

Technical Operations (Central System Administration, Service Level Reporting, System Monitoring)

Evaluate use of Solution Manager to support regular IT Management & SLA reporting functions

Implement standard Technical Monitoring & Administration functionality to provide

Application level monitoring and alerting

Access to detailed Root Cause Analysis data to support complex problem diagnosis

End User Experience Monitoring (EEM) to support call-centre performance issues

Leverage Solution Manager Work Centers to support unified web access to functionality, in particular

Change Management (Q-gates, ChaRM, CTS+)

CDMC

Technical Operations (Central System Administration, Service Level Reporting, System Monitoring)

Evaluate use of Solution Manager to support regular IT Management & SLA reporting functions

FindingsFindings

Customer X currently uses a lot of manual processes to

support ALM processes.

Change Management



Multiple non-shared documentation sources exist

Inability to diagnose complex performance issues within

current applications Not leveraging all of the available tools provided by Solution

Manager


0%

20%

40%

60%

80%

100%



Test Management


Application IncidentManagement




Upgrade Management

Tools

% Relevant

% Realized

Tools





Value Identi fication of Recommendations

High-level estimation of effort and value

of the recommendations

Many of the areas of improvement could be solved in short- till medium-term

with high-value contribution

Many of the areas of improvement could be solved in short- till medium-term

with high-value contribution



TestManagement


ApplicationIncident

ManagementTechn icalOperations

Business

processOperations

Custom CodeManagement

Root CauseAnalysis

BPCA

Job ScheduleDocumentation

V a l u e a d d e d

Effort

Quick wins

To fully leverage the Quick Wins, the following

actions are recommended:

Define use of Solution Manager on

projects and start to use for Upgrade

project

Upgrade to Version 7.1, deploying new

diagnostics agents

Implement Root Cause Analysis and SAP

Extended Diagnostics by CA Wily to

reduce incident resolution time

Use BPCA functionality and new suite of

integrated test tools as part of Upgrade

project and adopt as standard approach

across Projects and BAU

To fully leverage the Quick Wins, the following

actions are recommended:

Define use of Solution Manager on

projects and start to use for Upgrade

project

Upgrade to Version 7.1, deploying new

diagnostics agents

Implement Root Cause Analysis and SAP

Extended Diagnostics by CA Wily to

reduce incident resolution time

Use BPCA functionality and new suite of

integrated test tools as part of Upgrade

project and adopt as standard approach

across Projects and BAU




Utilize the capabilit ies of SAP Solution Manager for current implementation project

Focus on Lean Documentation which can be re-used throughout the lifecycle – e.g. passing testing requirements toHPQC and for transition to BAU Support to provide the technical usage of the system

Link SharePoint documents into Solution Manager where required

Copy from Project to Solution as part of the Transition to support process and to bring over only essential documentation.

Utilize the capabilit ies of SAP Solution Manager for current implementation project

Focus on Lean Documentation which can be re-used throughout the lifecycle – e.g. passing testing requirements toHPQC and for transition to BAU Support to provide the technical usage of the system

Link SharePoint documents into Solution Manager where required

Copy from Project to Solution as part of the Transition to support process and to bring over only essential documentation.

FindingsFindings

Changing methodologies and technologies require re-

assessment of Support tools in place on projects and in

support

Project use of Solution Manager is not clearly-defined,

consistent or well-governed

Testing on Projects is often delivered by 3rd parties and

requirements in HPQC are defined manually as part of the

testing strategy

Lack of visibility of technical usage of the system – e.g. allTransactions in use, all custom development objects.

Transition from Projects to Support lacks control and does

not provide essential information in a clear, usable,

consistent format.


Customer Priority:



0%

20%

40%

60%

80%

100%

Organizati

on

ToolsProcesses


% Relevant

% Realized

High




Proven approach to structure implementation projects

Efficient knowledge management – all project information is

saved in SAP Solution Manager

Fast and cost effective blueprinting and configuration of

business processes with predefined implementation content

Access to modification justification check

Accelerated set-up of testing and process monitoring reusing

the process structure

Perfect solution documentation achieved after completion ofproject

Proven approach to structure implementation projects

Efficient knowledge management – all project information is

saved in SAP Solution Manager

Fast and cost effective blueprinting and configuration of

business processes with predefined implementation content

Access to modification justification check

Accelerated set-up of testing and process monitoring reusing

the process structure

Perfect solution documentation achieved after completion ofproject

BenefitsBenefits Customer referencesCustomer references

Project Admin and Business Blueprint

http://service.sap.com/rkt-solman

Project Admin and Business Blueprint

http://service.sap.com/rkt-solman

Find out how it worksFind out how it works Unique value propositionUnique value proposition

Documentation of implemented solution can be re-used in

other work centers after implementation project

Process structure can be re-used for proc. monitoring

Accelerated set-up of testing

Documentation of implemented solution can be re-used in

other work centers after implementation project

Process structure can be re-used for proc. monitoring

Accelerated set-up of testing

Impact on other work centers/scenariosImpact on other work centers/scenariosImpact on mission-critical support if not availableImpact on mission-critical support if not available

Endress + Hauser

Expected 20% reduction in effort and costs required

for international roll-out

Sony

Significant time savings through effective document

management

Rautakesko: Implementation phase completed in 2

month

AES: Improved overall documentation efficiency

Telecom: Excellent support in project management

Endress + Hauser

Expected 20% reduction in effort and costs required

for international roll-out

Sony

Significant time savings through effective document

management

Rautakesko: Implementation phase completed in 2

month

AES: Improved overall documentation efficiency

Telecom: Excellent support in project management

No other tool offers a direct link from configuration

(documentation, configuration objects, transactions,

etc.) to business processes

No other tool offers content (template processes)

available for configuration

No other tool offers a direct link from configuration

(documentation, configuration objects, transactions,

etc.) to business processes

No other tool offers content (template processes)

available for configuration

None None


Solution configuration ensures perfect documentation




Prerequisites

Governance and Approach to Documentation in place

One-time effort for technical configuration

0.5 – 1 day depending on project size

One-time effort for learning and creation of content

Creation of content is included in implementation content if

Solution Manager is used as standard tool for documentation

Effort Range (days)

Overall effort estimation for Customer Z to agree the approach to

Documentation on projects and adopt for new projects:

Effort Driver:

Level of detail of documentation, number of documentation types

and templates

Prerequisites

Governance and Approach to Documentation in place

One-time effort for technical configuration

0.5 – 1 day depending on project size

One-time effort for learning and creation of content

Creation of content is included in implementation content if

Solution Manager is used as standard tool for documentation

Effort Range (days)

Overall effort estimation for Customer Z to agree the approach to

Documentation on projects and adopt for new projects:

Effort Driver:

Level of detail of documentation, number of documentation types

and templates

Cost reduction

Reduce effort for blueprinting and configuration via

predefined implementation content

Additional value

Accelerate set-up of testing and process monitoring

Reduce number of modifications

Re-use project content for knowledge management

Reduce risk in implementation projects

Quality check regarding completeness of project

deliverables to operations

Reusable content for further projects

Cost reduction

Reduce effort for blueprinting and configuration via

predefined implementation content

Additional value

Accelerate set-up of testing and process monitoring

Reduce number of modifications

Re-use project content for knowledge management

Reduce risk in implementation projects

Quality check regarding completeness of project

deliverables to operations

Reusable content for further projects

Prerequisites / EffortPrerequisites / Effort ValueValue

Rel Service Nr.

(CRM)

Service Name Effort(days)

Org Proc Tool Educ

9002201

Quick start for projects in SAP Solution Manager – Knowledge transfer on

SAP best practice and Solution Manager capability for Implementation

Projects

3 X

Ad-hoc Consulting Define strategy and project use of Solution Manager for documentation

and integration with test management. Set up of global standards in

Solution Manager to support agreed project use.

4 X

1 5 10 15 20 25 30 35 40 50

X X X


Predefined content for cost reduction in implementations




Strategic ALM Roadmap – Indicative timelines

2011 2012

A S O N D J F M A M J J A S O N D J F M A M J J

Governance and Ownership of SolMan

Define use of SolMan on Upgrade Project

Define E2E Test Management approach

Upgrade to Solution Manager 7.1

Implement Technical Monitoring & Root

Cause Analysis

Initiate Solution Manager use on Upgrade

Project

Enterprise Support Service

Change request and incident management

End User Experience Monitoring

TodayDuration Milestone

2013

POC Implementation

POC Implementation




YOU GET FIVE EXPERT GUIDED IMPLEMENTATIONS PER YEAR WITHIN SAP ENTERPRISE SUPPORT

Configuration

Solutio n Manager Processes

Blueprint for SolutionManager Adoption

SAP SolutionManager Setup

SAP expert explains step-by-step

configuration using training

materials.

Execution, 2 –3 hours on the same

day

Participants have direct access to an

SAP expert who directly supports

them remotely, if necessary, during

the execution.

Empowering, Web session, 1 –2 hours

each morning

Participants execute demonstratedsteps within their own project, on their

own SAP Solution Manager

software.

Expertise on demand, duringexecution

Expert GuidedImplementation

IMG

SAP Solution

Manager Road Map

Onsite Service

SAP MaxAttentionsupport

SAP Safeguarding

services

SAP Solution

Manager Road Map

Remote Service

SAP Enterprise Support

SAP Solut ion Manager Road Map Service by SAP AGS




Topics







Adoption Strategy



4. Appendix







Setup Remote Support

Component for SAP

Business Objects

Basic SetupUpgrade to 7.1

SAP BusinessObjects

BI (4.0) Basic Config.

and Setup EWA

Migration

Charm 7.0 to

7.1

Business Process

Analytics and

Improvement

Job Scheduling

Management


I: Basic, Initial Upload,

Verification

Authorization

Concept &

Roles


& Implementation

Incident, Problem and

Request Management

Business Process

Operations

ApplicationOperations

Change Control

Management

Test Management

Custom Development

Mgmt Cockpit

Software Quality and

Clones

Maintenance Optimization &

Security

E G I S

A P S o l u t i o n M a n a g e r R o a d m a p


II: Reverse Process

Documentation


Test Management I:

SAP Test Workbench

Test Management II:

Business Process

Change Analyzer

Change Control

Management I: CTS+

Change Control

Management II: QualityGate Management

Change Control

Management III:

Change Request

Management


Request Management

(ITSM)


Request Management

(ITSM) for VARs

Business Process

Monitoring and

Stabilization

System Monitoring andReporting

End-User Experience

Monitoring Reporting

Analytics

Configuration Validation

Data VolumeManagement Cockpit

Services to Support SAP Solut ion Manager Adoption

Expert Guided Implementation Portfolio




E2E140 Data Volume

Management

E2E300 Business

Process Integration and

Automation

SMI310 Implementation

Projects


& Implementation


Request Management

Business Process

Operations

Application

Operations

Change Control

Management

Test Management

E2E500 Custom Code

ManagementE2E400 Technical

Upgrade Management

Maintenance Optimization

and Security E 2 E 0 4 0 : A L M a

n d R u n S A P l i k e f a c t o r y

E2E200 Test

Management

SM200 Setup ChangeManagement / Service

Desk

E2E200 Change Control

Management

CR580 SAP CRM User

Interface

SM300 Business

Process Monitoring

SM100 Operations and

ConfigurationE2E100 Root Cause

Analysis

Services to Support SAP Solut ion Manager Adoption: 3/3

Available Training

How to Configure How to Use

E2E120 System

Monitoring





For Customers and Partners

SAP Solution Manager Homepage http://service.sap.com/solutionmanager

SAPALM Homepage

SAP Business Process Repository – ALM

processes

ALM on SAP Community Network

SAP Enterprise Support Information

http://service.sap.com/alm

https://implementationcontent.sap.com/bpr

- chose SAP Solution Manager

http://www.sdn.sap.com/irj/sdn/alm

http://www.sapsupport.info/go/

7.1 Ramp-Up Knowledge Transfer http://service.sap.com/rkt-solman

Solution Manager 7.1 Documentation and

Release Notes

http://help.sap.com/solutionmanager71

SAP Solution Manager 7.1 Book (3rd Edition) www.sap-press.com




Gartner Article Describes the Advantages of 7.1

Upgrading to SAP SolutionManager 7.1 Offers Major Benefits

“The latest release of SAP Solution

Manager is, at long last, much easier to

use, and new functionality offers significant

benefits to SAP Enterprise Support

customers for a wider range of life cyclesupport processes."

http://www.gartner.com/technology/reprints

.do?id=1-19LRS6F&ct=120307&st=sb



Thank You!

Ingo Pfeiffer

SAP Sweden

Business Transformation Consulting

[email protected]

Bestpractices

Bench-marking

Partner Integration

Expertadvice



© 2012 SAP AG. All rights reserved. 43Thi t ti d SAP‘ t t d ibl f t d l t bj t t h d b h d b SAP t ti f ith t ti Thi d t i id d ith t t f ki d ith i li d i l di b t t li it d t th i li d ti f h t bilit fit f ti l i f i t

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