itil at companies with sap itsmf atlanta 2009
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ATUL PATANKAR[ASUG INSTALLATION MEMBER
MEMBER SINCE: 2000
LINDA WILSON[ASUG INSTALLATION MEMBER
MEMBER SINCE: 1999
JUERGEN LINDNER[SAP POINT OF CONTACT
MEMBER SINCE: 1998
[
]ITIL at Companies with SAP
[July 29, 2009
Robert.Max@asug.com
[
Real Experience. Real Advantage.2
What We’ll Cover …
Overview of SAP Customers
Implementing SAP
SAP and ITIL
Additional Case Studies and Discussion
Wrap-up
[
Real Experience. Real Advantage.
Who Uses SAP in Georgia?
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Real Experience. Real Advantage.
Diversity in Organizations that Use SAP
Fortune 500 Companies – Coca-Cola, Coca-Cola
Enterprises, Delta Airlines
Private corporations – Georgia Pacific
Small to medium size companies – Cryolife, Mohawk
Industries, Graphics Packaging
Public Sector – Fulton County, DeKalb, CDC
[
Real Experience. Real Advantage.5
What We’ll Cover …
Overview of SAP Customers
Implementing SAP
SAP and ITIL
Additional Case Studies and Discussion
Wrap-up
[
Real Experience. Real Advantage.
Implementation Option 1– ASAP Roadmap
7
Best Practices built into the SAP toolset
Management of the implementation project and SAP solution
Aligned with industry standards and procedures (PMI PMBOK®, ITIL)
Specific to implementation of SAP solutions
Aligns customer’s business
requirements to SAP solutions
SAP Solution Composer
Offers AcceleratedSAP
roadmap composed to fit
specific project needs
SAP ASAP Roadmap
Facilitates efficient solution
design, documentation,
configuration, testing and
operations of SAP solutions
SAP Solution Manager
Accelerated SAP Toolset
Supports greater customization /Occurs repetitively
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Real Experience. Real Advantage.
Roadmap Adds Value to the Implementation
What to do,
and when to
do it
Who
participates
When used properly, a roadmap will provide guidance on the following:
Why and how
you should do it
Accelerators,
Samples,
Templates
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Real Experience. Real Advantage.
Implementing SAP – FOCUS Roadmap
9
CustomerSAP SAP and BusinessPartners
SAP
Core Solution
SAP
Life Sciences Packaged
Solution
Customer
Specific
Configuration
Leverage the industry experience from 1000’s of
implementations in your industry to Reduce Customization
CustomerSAPSAP and Business
Partners
Faster and less costly – Examples include AJC and Cryolife
[
Real Experience. Real Advantage.10
What We’ll Cover …
Overview of SAP Customers
Implementing SAP
SAP and ITIL
Additional Case Studies and Discussion
Wrap-up
[
Real Experience. Real Advantage.
SAP Encourages their Customer’s use of ITIL
11
SAP Applications are “Mission Critical” and complex.
World Class Service and Support Processes are needed
Organizations are “ripe” for improvements in their service processes
Published 2006
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Real Experience. Real Advantage.
SAP Supports ITIL v3 with Run SAP
12
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Real Experience. Real Advantage.
Run SAP is ITIL v3 Concepts in Practice
13
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Real Experience. Real Advantage.
Every Customer has SAP Solution Manager
14
Solution Manager
standardizes essential
SAP application
Management Tasks
Provides tools, content and best practices during the complete solution life-cycle
Mandatory for all Business Suite 2005 and beyond customers
Supports all E2E solution Operation Standards
Every customer must activate certain
foundational capabilities. The rest of
Solution Manager’s functionality is
optional.
[
Real Experience. Real Advantage. ©
SA
Resources – SAP IT Services & Application Management
Pocket guide on SAP’s ITIL
adaptation, by Liane Will and Sabine
Schöler
(SAP Press)
Adaptation and enhancement for
requirements of SAP operations according
to the ITIL standard, particularly for
application management processes and
integration processes between IT Service
and
application management
SAP tools and services supporting the
implementation of processes
Reference to the optimization of business
management in the environment of
SAP landscapes
German edition, March 2006 ISBN: 3-89842-795-1
English edition, June 2006 ISBN-10: 1592290949
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Real Experience. Real Advantage. 16
Change Request
Management
Follows ITIL standards
Maintenance processes
Service Desk
Best Practices
for messaging
Integration of
3rd-party help desks
Solution Manager
Diagnostics
Solution Monitoring
System monitoring
Business process monitoring
Central system administration
EarlyWatch Alert / SL reporting
Solution reporting
Implementation of
SAP solutions
SAP methods & tools
Global rollout
Customizing sync.
E-learning mgmt.
Test management
CORE
BUSINESS
PROCESSES
Delivery of
SAP Services
Onsite/remote delivery
SAP Safeguarding
Upgrade of SAP
Solutions
Upgrade Roadmap
E-Learning Management
Test Management
Configuration Management
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Real Experience. Real Advantage.
SAP Operations Competence Assessment
System/Netweaver
Management
Technology
Management
Availability Management (technical realization)
Backup/Recovery
Database Management
Monitoring (SAP Basis)
Regular Administration Tasks (housekeeping)
Output Management
SAP Application
Management
Business Process
Management
Business Process Analysis
Business Process Monitoring
Master Data Management
Data Management and Archiving
Program Scheduling Management
Interface Management
Process Monitoring
Strategic Support Topics
SAP Support Organization
Support Strategy
Roles, Tasks and Responsibilities
Service Levels and Communication
SAP Contract Management
Training Management
Information Management
Internal Marketing
Management of Customer Satisfaction
IT Service
Management
Service Support
Incident Management
Problem Management
Service Desk
Change Management
Release Management
Configuration Management
Service Delivery
Service-Level Management
Availability Management
Capacity Management
Financial Management
Continuity Management
Op
tion
al s
ervic
e fr
om
SA
P
[
Real Experience. Real Advantage.18
What We’ll Cover …
Overview of SAP Customers
Implementing SAP
SAP and ITIL
Additional Case Studies and Discussion
Wrap-up
[
Real Experience. Real Advantage.
Case Study - Service Desk Solution
19
SolMan at Coca-
Cola Enterprises
Asset and Configuration Repository
SAP Services –Software Maintenance and Break/Fix
NOTE: Required for Sofware Licensing and Maintenance
Remedy from BMC
at Coca-Cola
Enterprises
Service Desk
Asset & Configuration Management
Change Management
Problem Management
NOTE: Industry Leading Solution
Can Remedy support the ITIL Processes at a SAP-Centric Organization? Yes• 2004 –Project Pinnacle –SAP expands from N. American Supply Chain Solution into the foundational
solution for CCE’s Core Business Processes (Financials, HR, Procurement, Manufacturing and Warehouse Management)
• 2006 -Remedy, already utilized by the Help Desk, becomes the Incident, Problem, Change Management Solution. Next Step – Configuration Management.
• Remedy has not expanded to support Service Delivery Processes – Service Level, Capacity, Continuity, Financial and Availability
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Real Experience. Real Advantage.
The complexity and mission critical nature of SAP
promotes an improvement in Service Desk Processes
SAP is only one component of IT’s services
IT can leverage their existing software tools
SAP does require a repository of base configuration
information be maintained within Solution Manager
20
Case Study - Service Desk Solution
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Real Experience. Real Advantage.
Case Study: Solution and System Monitoring
21
Data Center
Network
Server/Storage
Messaging
SAP Solution
Bolt-Ons
Database
SAP Infrastructure – Admin TeamsMonitor
Events &
Alerts
Service
Levels
Business
Processes
Tools
IBM
Tivoli
HP/Mercury
Business
Availability
Center
SAP
Solution
Manager
ESM Software introduced to support SAP’s complexity and mission critical nature• 1998 –Project Infinity at The Coca-Cola Company led to the creation of a Global Systems Management
Center utilizing HP Openview Network Management and BMC Patrol System Management Consoles
• 2005 –Project Pinnacle at CCE led to the Implementation of IBM Tivoli Enterprise Console for Event and Alert Management of servers, SAP software and interfaces
• 2007 – CCE implemented HP’s Business Availability Center already utilized at The Coca-Cola Company to continuously monitor end-user response time and application availability
• Key Indicator of Success – Service Center notified of an incident before users call.
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Real Experience. Real Advantage.
Many SAP implementations drive an implementation or upgrade of
ESM tools
Many other infrastructure components contribute to the availability
and performance of SAP
SAP solutions in this area are SAP Centric
Other ESM software solutions can accept and correlate SAP event
messages
SAP does require a repository of base configuration information be
maintained within Solution Manager to meet their commitment to
provide support solutions
Organizations that utilize AMS providers can still get full visibility into
solution performance
22
Case Study: Solution and System Monitoring
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Real Experience. Real Advantage. 23
]An Opportunity to Learn More about SAP at the
Georgia Chapter of the Americas’ SAP Users Group – Upcoming
Meeting
Date: 9/18/2009
Start Time: 8:00 AM
End Time: 7:00 PM
Location:The Coca-Cola Company
One Coca-Cola Plaza
Register
today as:
Installation Members
Associate Members
Individual Members
Test Drive – (Contact me)
[
Real Experience. Real Advantage.24
Your Turn!
Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com
Question for ITIL Practitioners in the Audience
Is SAP different from other IT applications?
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