how sap maxattention supports our customers’ program success · how sap maxattention supports our...
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How SAP MaxAttention supports our customers’ program success Andreas Breitrueck Active Global Support / E2E Services SAP AG October 3-4, 2012, Skolkovo
© 2011 SAP AG. All rights reserved. 2
Agenda
Overview on SAP MaxAttention
One Customer Examples
© 2011 SAP AG. All rights reserved. 3
Agenda
• OVERVIEW OF SAP ACTIVE GLOBAL
SUPPORT AND SAP AGS OFFERINGS
• MOTIVATION - WHY SAP MAXATTENTION
• WHAT IS SAP MAXATTENTION?
• ENGAGEMENT MODEL AND DELIVERY
• WHAT IS YOUR BENEFIT?
© 2011 SAP AG. All rights reserved. 4
SAP Active Global Support Overview Who we are!
We are the only team within the SAP ecosystem supporting all SAP installations from all over the world. While supporting the complete installed base, SAP Active Global Support acquires comprehensive knowledge about all technical risks (product and non-product related) customers are facing. We share this unique expertise in a customer tailored approach for a successful implementation, operation and continuous improvement. By doing so, we develop end-to-end support services for SAP, as well as integrating them into solutions, go-to-market and partner programs.
Global support organization
...with more than 5900 employees
...located in 54 countries
backed up with over 15,000 developers
SAP AGS supports more than 100,000 customers and 12,000,000 users in more than 120 countries.
© 2011 SAP AG. All rights reserved. 5
AGS Product Portfolio according Innovation, Ability and Mission Critical Support
SAP Product Support for Large Enterprises
SAP Enterprise Support
SAP Safeguarding
Direct access to innovation
SAP MaxAttention customizable
Innovation ability
Mission Critical Operation Non- Mission Critical Operation
high
low
Active Global Support (AGS)
SAP Active Embedded
© 2011 SAP AG. All rights reserved. 6
Agenda
• OVERVIEW OF SAP AGS AND SAP AGS
OFFERINGS
• MOTIVATION - WHY SAP MAXATTENTION
• WHAT IS SAP MAXATTENTION?
• ENGAGEMENT MODEL AND DELIVERY
• WHAT IS YOUR BENEFIT?
© 2011 SAP AG. All rights reserved. 7
Changes in Technology Require New Support Capabilities
n Cloud becomes reality – ~12% of world-wide software market will go to the cloud by 2011 (Merrill Lynch)
n Flexible, cost-effective deployment options
n Access to databases in main memory: 10,000 times faster than from storage drives
n Future blade servers: up to 500 GB RAM + arrangement of 100 blades
n Future data compression in stacks: 20x greater than today
n Up to 50 TB main memory
n ~60% of world’s population on mobile, still growing
n Collaborative and transactional usage patterns
n Anytime, anywhere
Source: Jim Snabe at Analyst Influencer Summit, Boston December 2009
© 2011 SAP AG. All rights reserved. 8
Right at the Heart of Every CIO
Observation in the market: As IT complexity grew there was a strong drive to reduce operation costs: Phase 1 Outsourcing, out-tasking or consolidation of data centers Phase 2 Harmonization, standardization and integrated application lifecycle management
Source: SAPPHIRE Presentation 2003 – Henning Kagermann
n The “CIO issues” have not been changing in the recent years: with regards to reduction of operations costs in order to free up resources and capital to drive innovation and support business transformation.
n SAP is investing in technology, tools and services to address requirements for business continuity, innovation and protection of investment, business improvement, and reduction of total cost of operations.
n This reflects the evolution of SAP from application provider to solution provider support.
SAP scaled to support global single instance
CIO Issue
© 2011 SAP AG. All rights reserved. 9
Typical CIO Challenges It’s Not All TCO
BUSINESS CONTINUITY 99.9x availability
BUSINESS PROCESS IMPROVEMENT Performance and level of automation
PROTECTION OF INVESTMENT AND ACCELERATED INNOVATION • Near zero downtime upgrades • SAP enhancement packages
REDUCED TOTAL COST OF OPERATIONS • Near zero defects • Level of integration and standardization • Integrated root cause analysis
© 2011 SAP AG. All rights reserved. 10
Focus on the Operations Phase Operations Optimization
RUN COSTS ARE 60-70% LABOR, THE REST SPLITS BETWEEN HARDWARE AND SOFTWARE
Labor
Hardware
Software
All areas must be addressed to reduce TCO
Some measures bring benefits in all areas (for example retiring legacy systems)
Most valuable measures can be achieved in operational excellence using RunSAP/ITIL and Customer COE concepts
62% 17%
21%
© 2011 SAP AG. All rights reserved. 11
Agenda
• OVERVIEW OF SAP AGS AND SAP AGS
OFFERINGS
• MOTIVATION - WHY SAP MAXATTENTION
• WHAT IS SAP MAXATTENTION?
• ENGAGEMENT MODEL AND DELIVERY
• WHAT IS YOUR BENEFIT?
© 2011 SAP AG. All rights reserved. 12
Technical Risk Mitigation
manages
Impact and Probability of
Technical Issues
SAP Standards and Best Practices
enable
End-to-End Solution Operations
Technical Optimization
reduces
Total Cost of Operation
SLA for Accelerated and Predictable Issue
Resolution
Seamless Integration into SAP Back Office
SAP Active Global Support Shares its Unique Capabilities within SAP MaxAttention
SAP MaxAttention
PRO-ACTIVE Unique Capabilities
Business Continuity
SAP R/3 Enterprise/IS-U
SAP ITS
SAP BW/ SEM
GIS TIB
CO
Bus
SCADA
OMS
<customer> Metering System (AMR,HHT)
<customer> MWEB System
<customer> House ID System
<customer> POS/BLAN System
External Banks System
External Credit Card Companies
External Payment Agencies
External Fund Managers
External Cooperation Fund System
External Suppliers
External Customers
<customer> Loan System
<customer> Salary Adjustment System
<customer> Legacy System
<customer> Manpower Planning System (Access)
<customer> Retirement Fund System
<customer> Labour Union System
<customer> Intranet System
<customer> Swipe Card/ Clocking Machine System
<customer> Cremation Fund System (Oracle)
<customer> Insignia System (FoxPro)
Flat Files
<customer> EDI Gateways
<customer> Internet App Server
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
<customer> Insignia System (FoxPro)
<customer> Hospital System
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files Flat
Files
Flat Files
RFC/B
API
RFC/I
DOCs
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
RFC Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Flat Files
Microsoft Excel
Excel Files
RE-ACTIVE
Methodologies that are exhaustive and proven
Knowledge of latest issues and technologies
Skill of approximately 6,000 experts
Experience from hundreds of thousands of resolutions
Engineering Services
© 2011 SAP AG. All rights reserved. 13
Complex Environments Require Special Solutions: Engineering Support
INCREASED SAP LANDSCAPE COMPLEXITY Comment n Every customer has
mission-critical applications along with integration needs
n SAP landscapes become more complex the larger and more integrated they are
n SAP provides ENGINEERING SUPPORT to manage complexity, risk and TCO
Managing scalability, complexity, risk, and total cost of operations is at the heart of SAP´s engineering support.
Complexity
Level of involvement
In- or out-sourced IT
Project support
ENGINEERING SUPPORT by the software vendor
© 2011 SAP AG. All rights reserved. 14
SAP Active Global Support Portfolio – Strengthening IT for Better Business Results
Sol
utio
n M
ain
Obj
ecti
ve
Life
C
ycle
Total Cost of Operations
High Availability Performance Data
Consistency Maintainability
Focu
s
Technical issue identification Definition of action plan IT planning – verification and
development of architecture concepts and operations strategies
Accelerated innovation
Technical quality management & end-to-end engineering assurance
Technical integration testing
Volume test optimization Optimization services
Handover to operations Upgrades and modification
management
Root cause analysis Run SAP like a factory E2E application lifecycle
management Business process integration &
automation management Standardization, harmonization,
consolidation
Assessment of Technical Feasibility
and Innovation Opportunities
Validation of Solution Integration
Optimization of End-to-End Solution
Operations
Plan Build Run
© 2011 SAP AG. All rights reserved. 15
RUN BUILD PLAN Life
C
ycle
S
tage
Accelerated Innovation Integration Validation
Run SAP Like a Factory
Upgrades / Modifications
Continuous Improvement
Application Lifecycle Management
Globalization / Localization
Security
Eng
inee
ring
Ser
vice
s A
cros
s th
e Li
fe C
ycle
Focus Topics Aligned to Your Needs
SAP Active Global Support is the engineering arm of SAP for our installed base to accelerate innovation, reduce cost and optimize performance, stability, integrity,
and maintainability of SAP solutions.
© 2011 SAP AG. All rights reserved. 16
Performance Customer Transactions
Hardware Bottlenecks (CPU & Memory)
Database Growth and Size
Continuous Improvement SAP MaxAttention Engineering Service Focus Topic
Typical performance optimization potential
Root cause analysis required
Reduction potential (based on experience from other customers)
SAP MaxAttention Aproach Provide recommendations to
improve top transactions Enable your own staff how to
optimize performance in custom coding
SAP MaxAttention Aproach Provide root cause analysis Search for solutions besides
additional hardware
SAP MaxAttention Aproach Give recommendations how to
reduce DB size and growth (avoid, summarize, delete, archive)
Day with highest average workload during peak dialog hours
0 10 20 30 40 50 60 70 80 90 100
Time
CPU
Util
izat
ion
(%)
hseep01 hseep01a1 hseep01a2 hseep01a3 hseep01a4 hseep01a5 hseep01a6 hseep01a7 hseep01a8 hseep01nfs 0
500 1000 1500 2000 2500
Avg. Resp Time Avg. DB Time Avg. CPU Time
ms
Customer developed transaction SAP Standard Transactions
600 700 800 900
1000 1100 1200 1300 1400 1500 1600
Jun-
05
Sep
-05
Dec
-05
Mar
-06
Jun-
06
Sep
-06
Dec
-06
Mar
-07
Jun-
07
Sep
-07
Dec
-07
Dat
abas
e Si
ze (G
B)
Expected DB size (no activities) Expected size by utilizing typical opt. Potential
~ 350 GB
EXAMPLE
© 2011 SAP AG. All rights reserved. 17
Mission Control Center for Integration Validation SAP MaxAttention - Engineering Service Focus Topic
Order to Cash
Analysis Capabilities
Inbound delivery Financials (PEC)
Mission Control Center
Technology
Data Consistency
Performance
Operational Readiness In
tegr
atio
n V
alid
atio
n ESS/MSS
SAP Solution Manager Diagnostics, business process monitoring
Master data, transactional security, process consistency
Main ALM foundations
Performance and throughput
Scope defined
Blueprint ready
Customizing, configuration, development ready
Unit/module test finished
Integration test finished
Volume test finished
Cutover finished
Go live
Core Business Process Definition
Solution Landscape Understanding
Clear Phase Gates
EXAMPLE
© 2011 SAP AG. All rights reserved. 18
A service level agreement (SLA) is an agreement between the customer and SAP. It specifies in measurable terms the time frames for an initial reaction from SAP (IRT) and corrective actions.
SAP provides a corrective action or a work around within 4 hours for priority 1 messages.
For priority 1 messages which are not solved within 4 hours, SAP shall define together with you a joint action plan. This action plan will ensure, that the best experts at SAP will drive the solution remote and onsite with the highest priority.
SAP ensures fast message processing with a dedicated owner in the back office.
Sign-off of the technical quality manager during working hours.
The Service Level Agreement
SAP MaxAttention
Priority 1 Priority 2
Response 1 hour 4 hours
Corrective Action*
4 hours –
*a correction, a work-around or an action plan Only valid for installations within mainstream and extended maintenance
BENEFITS Financial impact of support issues on your
business is significantly reduced. Your business is brought back on track
faster.
© 2011 SAP AG. All rights reserved. 19
Agenda
• OVERVIEW OF SAP AGS AND SAP AGS
OFFERINGS
• MOTIVATION - WHY SAP MAXATTENTION
• WHAT IS SAP MAXATTENTION?
• ENGAGEMENT MODEL AND DELIVERY
• WHAT IS YOUR BENEFIT?
© 2011 SAP AG. All rights reserved. 20
How Collaboration Works Establish a Cooperation with SAP
Reporting & Results
Measurement & Analytics
Projects/ Services
Engagement Plan Benefit Case 360° Review
DELIVERY PROCESS FOLLOWS THE BASIS PRINCIPLES OF SAP MaxAttention ENGAGEMENTS
Holistic identification of areas for improvements and prioritization of focus areas
Baseline evaluation per focus area and anticipation of potential benefit
Agreement on key performance indicators (KPIs)
Definition of engagement (project) scope and milestones including required effort
Identification of relevant engineering services
Setup measurement of impact based on benefit case
Setup and execution of improvement project with customer and partners
Measure impact and result of the project activities
Balanced scorecard: regular progress reporting
Provide measurements of agreed KPIs as part of the quarterly reviews
© 2011 SAP AG. All rights reserved. 21
Engagement Model and Governance in SAP MaxAttention
Issue Description:Issues in Monitoring & Performance like missing KPIs, unsufficient Performance of Core Business transactions and critical system messages
Comments
Operations Excellence:
Status:
In process
-50%Critical messages in SysLog
SepAugJulJun Dec Jan
-50%Missing Monitoring KPIs
NovOct
ActualTargetKPI
-50%Critical messages in SysLog
SepAugJulJun Dec Jan
-50%Missing Monitoring KPIs
NovOct
ActualTargetKPI
Completed MaxAttention Activities:• Support Management Assessment (SMA) performed
Planned MaxAttention Activities:• SAP System Administration
Q1 Q2 Q3 Q4
Identification of strategic focus topics
Project Definition and Execution
Application Lifecycle Management
Integration Validation
Run SAP like a Factory
Security
Upgrade
Continuous Improvement
Collaborative Steering Committee Quarterly Meetings
Approval
Reporting
Approval
Reporting Reporting
Approval Approval
SA
P M
axA
ttent
ion
Eng
agem
ent
Life
cycl
e
Quality Issues
Project Definition and Execution
Project Definition and Execution
Project Definition and Execution
Strategic Planning
Identification of strategic focus topics
Identification of strategic focus topics
Identification of strategic focus topics
360° 360°
© 2011 SAP AG. All rights reserved. 22
Covering All Aspects of the Technical Solution and Application Lifecycle Management
Transparency of processes Handling of process issues Performance and
level of automation
BUSINESS PROCESS OPERATIONS
24 x 7 operation Job scheduling Near zero defects Level of integration
and standardization Integrated root cause analysis
24-HOUR SCHEDULE
System configuration 99,9x availability
IT TECHNOLOGY MANAGEMENT
Integration into application Lifecycle management Transactional consistency
TRANSITION INTO PRODUCTION
Upgrade & release planning Change control management Near zero downtime upgrades SAP enhancement packages
SOFTWARE CHANGEMENT MANAGEMENT
Incident management Root cause analysis Service level management
IT SERVICE MANAGMENT
FOCUS AREAS
© 2011 SAP AG. All rights reserved. 23
Technical Quality Manager (TQM)
360° ENGAGEMENT Customers Never Walk Alone Customer / Partner
Support experts Expertise on demand Developers Consultants
Embedded Support Team Issue analysis, tracking, and
resolution Facilitate real-time team-up with back
office Executive reporting and
review meetings
Engineering Architect (EA) within SAP MaxAttention
ISSUES SOLUTIONS SAP Solution Manager facilitates collaboration
between embedded support team and back office.
Global Back Office Assistance to embedded support
team Provides functional and technical
expertise for resolution
SAP AGS: Global organization with app. 6,000 employees in 54 countries backed up by more than 15,000 developers
SAP
© 2011 SAP AG. All rights reserved. 24
SAP MaxAttention Governance Model
SAP MaxAttention – Customized Value Generation Process
Action Plan Balanced Scorecard Manage Value Generation Targets
Define and monitor KPI’s and objectives
Tracking of joint action items to achieve targets
Technical Quality Manager (TQM)
Financial Perspective • Utilization of MaxAttention 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 MaxAttention customer
• SAP view: Roche meeting SAP ’ s expectations
Status Status Status
Status
continuously Targets / Actions / Objectives Engagement Plan
© 2011 SAP AG. All rights reserved. 25
360° ENGAGEMENT – SAP MaxAttention Customers and Partners Never Walk Alone Customer / Partner
SAP AGS solution architects Support engineers Developers Consultants
SAP
Engineering Architect (EA) within SAP MaxAttention
Technical Quality Manager (TQM)
24 x 7 global expertise for strategic engagements GLOBAL BACK OFFICE
Implementation strategy
Value realization strategy
Sequencing & prioritization
Escalation Strategic alignment
Tactical implementation
Value realization Process leadership
Strategic Program Office
Steering Committee
Executive Ownership
Project Management
Functional Team
Technical Team
© 2011 SAP AG. All rights reserved. 26
SAP Engineering Architect Key to success: Your trusted advisor and management contact within
SAP Active Global Support
Fully understands your solution & business and defines with you the adequate engagement to ensure you meet business requirements
Is responsible to define key focus areas and an initial action plan for the engagement
Provides clear escalation paths to ensure the maximum attention to the engagement
Provides clear C-Level reporting based on the balanced scorecard and pre-defined key performance indicators during the executive meetings
Ensures quality of delivery by permanent monitoring of the engagement
To be Done
To be Done
In Progress
Completed
4
3
2
1
© 2011 SAP AG. All rights reserved. 27
SAP Technical Quality Manager Key to success: Your central technical contact person for the engagement
To be Done
To be Done
In Progress
Completed
4
3
2
1
Fully understands the customer solution, business processes and top issues is able to address areas of concern
Proactively monitors your key operations processes and provides optimization recommendations
Supports implementations of end-to-end solution operations
Top issue identification, project definition, issue resolution, and reporting technical quality management report
Ensures access to the relevant experts to address issues and ensures resolution “the right expert at the right time”
Provides, agrees on, follows-up action and project & service plan
© 2011 SAP AG. All rights reserved. 28
Agenda
• OVERVIEW OF SAP AGS AND SAP AGS
OFFERINGS
• MOTIVATION - WHY SAP MAXATTENTION
• WHAT IS SAP MAXATTENTION?
• ENGAGEMENT MODEL AND DELIVERY
• WHAT IS YOUR BENEFIT?
© 2011 SAP AG. All rights reserved. 29
Benefits of the SAP MaxAttention Collaborative Engagement
Continuous long-term commitment that it will work! Continued and effective business operations
Access experience from ~100,000 customers Access to SAP best practices based on the experience with all our customers
Proactive risk mitigation to deliver projects on time Definition and constant tracking of the risk mitigation plan for roll-outs, operations, and upgrades Your mission-critical projects go live on time
Continuous improvement and operations optimization SAP as a responsible partner to reduce TCO and optimize your business processes Run SAP like a factory: Streamline your operations
© 2011 SAP AG. All rights reserved. 30
Agenda
Overview on SAP MaxAttention
One Customer Example
© 2011 SAP AG. All rights reserved. 31
Coating Company Germany
BUSINESS Coating Systems for Automotive, Rail, Ship and Aircraft industry 300 Employees > 60 in R&D ~ 20 in Production Key differentiators - Unique Know How on Recipes- Fast Sampling process
All Core ERP process Implementation fine
Issues on Recipe Mgmt. Side – major custom development requirements, efforts for RM increase to > 1000 Man-days
Build
Go Live fine for all components but Recipe Mgmt.
Recipe Mgmt. Mass processing creating DB Bottlenecks thus system unavailability
---
Decision to stop RM usage
Run Escalation RM
Removal of 90+% of Custom code –
Tuning of remaining custom code
Mgmt. Change on Implementation Partner
Multi mEUR extra cost
SAP Implementation SAP ERP, SAP BW, SAP HCM
Effort estimation to realize Recipe Mgmt. in SAP 20 Man-days
Plan
The careless ignorance of the customers unique differentiators coupled with a missing Technical Feasibility Analysis lead to severe consequences
Assess Feasibility
Thank You!
Andreas Breitrueck SAP AG
© 2011 SAP AG. All rights reserved. 33
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