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© 2015 ITPC AG ZURICH (SWITZERLAND) – ALL RIGHTS RESERVED PAGE 2
TABLE OF CONTENTS
Introduction ............................................................................................................................................................................. 4
Managed Services out of the Cloud ............................................................................................................................... 4
Cloud-based Flexibility, Efficiency and Scalability .................................................................................................... 4
Features ................................................................................................................................................................................ 4
Service Packages .................................................................................................................................................................... 5
Service Desk ........................................................................................................................................................................ 5
Service Management ........................................................................................................................................................ 5
SLA Reporting ..................................................................................................................................................................... 5
SAP System Support ......................................................................................................................................................... 5
SAP Monitoring .................................................................................................................................................................. 6
SAP Storage Management .............................................................................................................................................. 6
SAP Server Management ................................................................................................................................................. 7
SAP Database Management ........................................................................................................................................... 7
SAP Basis Operations ....................................................................................................................................................... 8
SAP Background Processing & Job Scheduling .......................................................................................................... 9
SAP Print Management .................................................................................................................................................... 9
SAP Backup and Recovery ............................................................................................................................................... 9
SAP Systems Performance & Capacity Planning ..................................................................................................... 10
SAP Security ...................................................................................................................................................................... 10
SAP Patches & Enhancements ..................................................................................................................................... 11
SAP Application Changes .............................................................................................................................................. 11
Support Models ..................................................................................................................................................................... 12
5 x 24h Support ................................................................................................................................................................. 12
7 x 24h Support ................................................................................................................................................................. 12
Service Levels ........................................................................................................................................................................ 13
Silver .................................................................................................................................................................................... 13
Gold ..................................................................................................................................................................................... 13
Platinum ............................................................................................................................................................................. 13
Service Desk ........................................................................................................................................................................... 14
Introduction ....................................................................................................................................................................... 14
Service description .......................................................................................................................................................... 14
Responsibilities and accountabilities of ITPC ....................................................................................................... 14
Responsibility and accountability of the customer ............................................................................................. 14
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Scope of Service Desk’s service ............................................................................................................................... 14
Problem management ............................................................................................................................................... 14
Errors in the system operation and severity codes ............................................................................................. 14
Severity codes .............................................................................................................................................................. 15
Second Level Support / Onsite Support ................................................................................................................ 15
SAP Basis Operations .......................................................................................................................................................... 16
Introduction ....................................................................................................................................................................... 16
Delivery Management .................................................................................................................................................... 16
Services .......................................................................................................................................................................... 16
Service Desk (Helpdesk) ................................................................................................................................................. 16
Services .......................................................................................................................................................................... 16
Monitoring ......................................................................................................................................................................... 17
Operating System ....................................................................................................................................................... 17
Database ........................................................................................................................................................................ 17
SAP Basis ....................................................................................................................................................................... 17
Terms & Conditions .............................................................................................................................................................. 18
Service Duration ............................................................................................................................................................... 18
Upgrade Path .................................................................................................................................................................... 18
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I N T R O D U C T I O N
M A N A G E D S E R V I C E S O U T O F T H E C L O U D
ITPC Cloud Managed Services for SAP – a Cloud-based Operation Support Centre providing SAP Technology
Management Services on a 24x7x365 basis to support and maintain our customers SAP environments,
delivering high quality services with maximum flexibility, predictability and scalability of Operations.
C L O U D - B A S E D F L E X I B I L I T Y , E F F I C I E N C Y A N D S C A L A B I L I T Y
Our Cloud-based Operations model does not follow the traditional way of managing support on a FTE-based
structure. We change the vision of Technology Support by introducing a System-based Support structure,
which is the most cost-effective way to manage all SAP Technology related activities. We provide AMS as a
service in the true sense of the word, which is a system-driven rather than a person-driven approach,
whereby the customer has more clarity as per standardized SLAs, more control with less management cost
and a lower TCO. This provides the flexibility to focus more on the core business and less on system
downtime and security breaches.
ITPC offers its customers a comprehensive portfolio of SAP services, which includes application support and
solutions, as well as the efficient operation of the SAP environment itself. Cloud-managed services for SAP
means that ITPC provides support and operational services from its own delivery centres. The service range
includes safeguarding SAP infrastructure operational support and maintenance of the SAP system technical
layer, as well as the underlying RDBMS, plus preventative services such as backup, restore, high availability
and disaster recovery.
F E A T U R E S
� Innovative concept
� Innovative pricing model
� Acts as a virtual extension of customers IT support environment
� Combined offerings for Operations, Maintenance and Administration
� Aggressive off-shoring through 7 x 24h service
� Fixed-cost approach to manage SAP AMS
o Four different service packages
o Support model 5 x 24h and 7 x 24h, available per SAP system
o Three different Service Levels
o Differentiation between ten different SAP system types
� Offers multiple level of support
� More reliable and secure
� SLA-based management and performance measurement
� Reduced TCO with greater flexibility and scalability
� Standardized support and delivery model based on ITIL best practices
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S E R V I C E P A C K A G E S
S E R V I C E D E S K
Single Point Of Contact for SAP customers for SAP Incidents and
Requests
Study and assign Incidents to the 2nd level support for resolution
Receive problem notifications from 2nd level support groups, other
Client Help Desks and keep the end users informed
Receive alert messages / fault tickets from System Monitoring and
work on the same
S E R V I C E M A N A G E M E N T
Conduct analysis of lead times for the most critical processes
Conduct SAP service reviews and coordinate improvements
Review SLAs, OLAs and contracts and revise when necessary
Set up regular SAP Service Level Reporting process and
continuously monitor compliance with the SLA.
Create a communication plan to communicate with IT, Vendors,
Third Parties and the business.
Conduct regular reviews of the Service Level Management process
Conduct SAP service support reviews and provide
recommendations for improvements
Conduct monthly SLA performance review meetings
S L A R E P O R T I N G
Provide weekly and monthly reports on the Availability of SAP
software and all details relevant to the calculation of such
Availability
Produce Service Level trend analysis reports to identify areas for
continuous improvement
Develop Change Management policies & procedures
S A P S Y S T E M S U P P O R T
Troubleshoot and resolve all SAP system problems according to the
response times agreed to.
Modify and keep up to date the SAP system changes
documentation
Support application team in resolution of app. performance
problems
Light Base Comfort Priority
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S A P M O N I T O R I N G
Monitor SAP system
Monitor SAP system availability and response time behaviour
Monitor performance adjustments for their effectiveness
Monitor and respond to application related events, errors and logs
Perform daily SAP system checks
Define and maintain SAP application monitoring requirements
Identify end-user performance problems
Manage application performance and identify performance issues
Track results of tuning actions
Manage workload balancing
Refine the work process environment on observations
Terminate/cancel process per requests on predefined procedures
Analyse ABAP short dumps, core dumps, etc.
Optimize SQL statements to meet application performance
requirements
Clean up failed updates or existing locks as per predefined
procedure
S A P S T O R A G E M A N A G E M E N T
Monitor & Report Storage Performance
Develop a storage monitoring and management plan
Define data storage policies and procedures
Support with Storage problem resolution
Conduct SAP storage capacity planning
Light Base Comfort Priority
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S A P S E R V E R M A N A G E M E N T
Monitoring SAP server (CPU, memory, disk, services)
Monitor OS performance adjustments for impact on the application
Conduct computer capacity and procurement planning
Support with SAP server OS problem resolution
Conduct regular reviews of the SAP Server Administration process
Determine optimal performance settings for OS parameters
Support OS for SAP related software including patch management
Defining backup and restore policies
Implement and follow backup and restore policies
Manage the license for all SAP server components
Provide 2nd Level Support for all SAP servers’ operating system-
related incidents including diagnosis activities.
Provide 2nd Level Support for all SAP servers incidents related to
SAP and / or DB applications including diagnosis activities.
Liaise with Third-party hardware support contractors and/or
manufactures as needed to escalate OS related
Install patches and bug fixes for the Operating System
Provide advice and guidance on the selection, sizing, procurement
and usage of servers and related utility software
Control and maintain the access controls and permissions
Perform Capacity Management to help achieve optimum
throughput, utilization and performance
S A P D A T A B A S E M A N A G E M E N T
Monitor the SAP database system including log files
Monitor SAP database growth
Implement and monitor the SAP data backup strategy
Perform SAP database performance analysis
Manage tables, table spaces and space usage
Manage next extent sizes
Support with database problem resolution
Install patches and bug fixes for the SAP database system
Conduct regular reviews of SAP Database Management process
Define Database Monitoring Requirements
Light Base Comfort Priority
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S A P B A S I S O P E R A T I O N S
Monitor SAP to SAP interfaces
Monitor SAP to non-SAP interfaces from SAP side
Monitor time-controlled operation mode switching dialog
operation/background operation
Setup work process and operations mode definitions
Determine optimal performance settings for SAP parameters
Configure SAP tuneable parameters
Perform SAP R/3 profile modifications as required
Perform Database profile modifications as required
Support with SAP Basis problem resolution
Provide SAP system access to perform Early Watch reviews
Analyse Early Watch reports and provide recommendations (BASIS)
Analyse Early Watch reports and provide recommendations
(NON-BASIS)
Resolve any issues identified in SAP early watch reports (BASIS)
Maintain SAP landscape and client instance strategy
Conduct SAP client removes, refreshes and copies
Validate application data integrity and consistency following any
system or module restoration activities
Define and maintain a testing and release schedule for application
patches or fixes
Configure transport domains, transport groups, transport layer and
transport paths
Analyse and resolve all errors during transports (BASIS)
Setup the Change and Transport system
Import and monitor transports as per predefined procedure
Send status after importing SAP transport requests
Light Base Comfort Priority
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S A P B A C K G R O U N D P R O C E S S I N G & J O B S C H E D U L I N G
Monitoring background jobs
Monitoring long running jobs on SAP system
Define SAP job-scheduling strategies based on requirements
Maintain system batch schedule strategy and job dependencies
Trigger & Implement batch jobs
Conduct regular reviews of the SAP Background Processing & Job
Scheduling process
Terminate/cancel jobs per requests on pre-defined procedures
Assess impact of failed jobs
Verify results for job completion and accuracy
S A P P R I N T M A N A G E M E N T
Monitor the SAP spoolers
Monitor the operating system spoolers
Monitor and routinely reorganize the SAP spool database
Define and maintain SAP print queues and spool processes
Investigate and resolve print problems through Incident/Problem
Management processes
Create and administer the printers on the SAP system
Define output management requirements
Archive & delete old spool jobs
S A P B A C K U P A N D R E C O V E R Y
Monitor database and log backup
Define and document backup & recovery policies for SAP
Perform point-in-time recovery from archive logs after restore
Perform complete and / or incremental backups for SAP data
Define media rotation requirements
Restore complete or incremental backup as needed after system
failures.
Test backup/restore procedures periodically
Validate application data integrity and consistency following any
system or module restoration activities
Light Base Comfort Priority
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S A P S Y S T E M S P E R F O R M A N C E & C A P A C I T Y P L A N N I N G
Monitor system performance and capacity
Manage application performance and identify performance issues
Manage system and database performance issues
Provide trend analysis as input to capacity forecasting
Develop capacity plan based on Requirements
Conduct regular risk analysis and risk management to expose and
reduce potential weak spots in the SAP infrastructure
Determine possibility to recreate the production environment in
case of a disaster
Investigate & document SAP interface failures
Determine disaster recovery requirements based on business needs
Determine disaster recovery strategy to meet requirements
Develop disaster recovery procedures (SAP infrastructure only)
Review disaster recovery plans with management
Execute Disaster Recovery Tests (Application Testing)
S A P S E C U R I T Y
Create & modify SAP user accounts
Authorize SAP profile maintenance
Assign SAP users to profiles according to approval
Maintain security profiles and templates
Support customer audit requirements related to security profiles
Prevent the infiltration of the SAP systems
Implement a password administration policy and procedure for
Administrators
Create new OS local users, groups as necessary
Light Base Comfort Priority
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S A P P A T C H E S & E N H A N C E M E N T S
Apply changes to SAP NetWeaver (SAP notes, corrections, etc.)
Apply SAP Kernel patches
Apply SAP patches and Support Packages
Conduct Business Impact Analysis on each request for NetWeaver
related changes
Prioritize NetWeaver related change request
Conduct preventive maintenance and other scheduled maintenance
services - Planned Maintenance (SAP Patches)
S A P A P P L I C A T I O N C H A N G E S
Ensure Changes to the SAP application are approved by customer
Change Management Control Board
Support with development of KPIs for SAP Changes
Support Change Management Board as per defined procedures
Light Base Comfort Priority
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S U P P O R T M O D E L S
5 X 2 4 H S U P P O R T
The Service Desk is available from Monday 04:00 am CET until Saturday, 04:00 am CET. The reaction times
based on subscribed Service Level will be guaranteed within the 5 x 24h Service Desk availability.
7 X 2 4 H S U P P O R T
The Service Desk is available from Monday 00:00 am CET until Sunday 12:00 pm CET. The reaction times
based on subscribed Service Level will be guaranteed within the 7 x 24h Service Desk availability.
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S E R V I C E L E V E L S
S I L V E R
There is a maximum response and reaction time of 12 hours for SAP systems with the Silver service level.
The time for the response and reaction time is calculated from the point in time when the Support Request
has reached the ITPC Service Desk.
Service Level Silver is the ideal fit for SAP non-production systems, such as Sandboxes, temporary systems
or for Solution Manager Systems.
Select the Silver level for SAP systems which have a lesser impact on the critical business processes.
G O L D
There is a maximum response and reaction time of 4 hours for SAP systems with the Gold service level. The
time for the response and reaction time is calculated from the point in time when the Support Request has
reached the ITPC Service Desk.
Service Level Gold is the ideal fit for SAP non-production systems, such as Development or Quality
Assurance systems.
Select the Gold level for SAP systems which are not fully mission-critical and have a medium impact on the
critical business processes.
P L A T I N U M
There is a 15-minute maximum response and reaction time for mission-critical SAP systems with the
Platinum service level. The time for the response and reaction time is calculated from the point in time when
the Support Request has reached the ITPC Service Desk.
Service Level Platinum is the ideal fit for SAP production systems.
Select the Platinum level for SAP systems which run critical business processes.
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S E R V I C E D E S K
I N T R O D U C T I O N
The Service Desk subscription is part of the Base Service Package and is available for all customers with
active Cloud Managed Services for SAP subscription.
S E R V I C E D E S C R I P T I O N
RESPONSIBILITIES AND ACCOUNTABILITIES OF ITPC
Service Desk is always the first and only contact point in case of questions, contracts or problems for the
super user and it is accessible to the super user by using a central telephone number. Service Desk reverts
to the required specialist department depending on the requirement and which can complete the order with
the minimum time possible and with the best quality.
RESPONSIBILITY AND ACCOUNTABILITY OF THE CUSTOMER
The customer (super user) registers errors to the ITPC Service Desk immediately after it becomes known.
He/she defines the error and helps the Service Desk to understand the error.
SCOPE OF SERVICE DESK’S SERVICE
Service Desk accepts all user queries or problems of the customer. It defines the severity code per query or
problem with the customer. If the Service Desk cannot rectify the problem or answer the query, it forwards
the problem ticket directly to the appropriate specialist department (applications consulting or SAP
Support). Service Desk supporter is responsible for ensuring that all problems are processed and fulfilled
according to severity code. Service Desk informs the user (user with a query) that the problem has been
rectified.
Support is provided in German language unless otherwise agreed in writing.
PROBLEM MANAGEMENT
ITPC shall periodically examine the reason of the problems occurred and shall put forward suggestions of
improvement to the customer.
ERRORS IN THE SYSTEM OPERATION AND SEVERITY CODES
A severity code is allocated when recording errors. In order to ensure that the correct severity code is
allocated, information about how the error affects the operation is required when registering the error.
These are:
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SEVERITY CODES
The following Severity Codes are available:
CODE DESCRIPTION REACTION TIME (MAX.)
1
Critical problem:
The customer cannot use the service or the system (e.g. system failure of a
production system)
15 Minutes
2 Big problem :
The customer can use the service but with considerable problems 4 hours
3
Small problem :
The user is confronted with an error which does not seriously interfere with
his service, e.g. a printer does not function (replacement available)
12 hours
4
No direct effect on the use of the system by the user:
Here, it can concern information request, suggestion or complaint on
behalf of the user.
2 days
SECOND LEVEL SUPPORT / ONSITE SUPPORT
Second level support is normally over remote access to the customer system. Support begins within the
framework of the reaction times according to the severity code.
Onsite support is referred to only when the problem cannot be solved either telephonically or with the help
of remote access or when the customer desires an appropriate usage. The customer ensures that ITPC
consultant or the consultant from responsible Partner Company has access or admittance to the system.
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S A P B A S I S O P E R A T I O N S
I N T R O D U C T I O N
Our SAP Basis Operations Support includes the operations part and the system monitoring for all the SAP
components.
D E L I V E R Y M A N A G E M E N T
Our Delivery Management is the single point of contact (SPOC) for the change and escalation management.
In addition, the Delivery Manager is supervising the SLA and is responsible for the reporting tasks.
SERVICES
Following services are executed within the Delivery Management services:
TASK PERIODICITY
DELIVERY MANAGEMENT ONGOING
CHANGE MANAGEMENT ONGOING
INCIDENT MANAGEMENT ONGOING
ESCALATION MANAGEMENT ONGOING
SUPERVISION OF SLA AT OCCURRENCE
REPORTING ONGOING
COORDINATION WITH CUSTOMER AND INFRASTRUCTURE PROVIDER ONGOING
S E R V I C E D E S K ( H E L P D E S K )
Our Support Desk is the single point of contact (SPOC) for all support requests, incidents and for the alerts
generated by the automated system monitoring.
SERVICES
Following services are executed within the Service Desk and Helpdesk coverage:
TASK PERIODICITY
SINGLE POINT OF CONTACT WITH GUARANTEED SUPPORT TIMES ONGOING
CHANGE MANAGEMENT SUPPORT ONGOING
INCIDENT MANAGEMENT (TICKET HANDLING) ONGOING
ESCALATION MANAGEMENT SUPPORT AT OCCURRENCE
COORDINATE WITH CUSTOMER REGARDING ISSUES ONGOING
COORDINATE WITH CUSTOMER REGARDING CHANGES ONGOING
MICROSOFT SECURITY PATCHING: COORDINATE WITH CUSTOMER ON REQUEST
INFRASTRUCTURE MAINTENANCE: COORDINATION AND SUPPORT ON REQUEST
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M O N I T O R I N G
Our SAP Basis Operations Support includes the system monitoring for all the SAP components.
OPERATING SYSTEM
The following services and checks are executed on Operating System level:
TASK PERIODICITY
CHECK CPU, MEMORY AND SWAP SPACE EVERY 5-15 MINUTES
CHECK FILE SYSTEM FREE SPACE EVERY 5-15 MINUTES
CHECK OS SERVICES AND PROCESSES EVERY 5-15 MINUTES
DATABASE
The following services and checks are executed on Database level:
TASK PERIODICITY
CHECK DATABASE BACKUP EVERY 5-15 MINUTES
CHECK TRANSACTION LOG BACKUP EVERY 5-15 MINUTES
CHECK DATABASE AND LOG SIZE AND FREE SPACE EVERY 5-15 MINUTES
CHECK DATABASE CONSISTENCY EVERY 5-15 MINUTES
SAP BASIS
The following services and checks are executed on SAP systems level:
TASK PERIODICITY
CHECK SAP LOGIN EVERY 5-15 MINUTES
CHECK SYSTEM STATUS EVERY 5-15 MINUTES
CHECK SAP INSTANCE AND APPLICATION SERVER EVERY 5-15 MINUTES
CHECK WORKPROCESS STATUS EVERY 5-15 MINUTES
CHECK RFC AND GUI USERS EVERY 5-15 MINUTES
CHECK LOCK ENTRIES EVERY 5-15 MINUTES
CHECK UPDATE ERRORS EVERY 5-15 MINUTES
CHECK ABAP/4 SHORTDUMPS EVERY 5-15 MINUTES
CHECK BATCH JOBS EVERY 5-15 MINUTES
CHECK BATCH INPUT PROCESSING EVERY 5-15 MINUTES
CHECK SPOOL FILES EVERY 5-15 MINUTES
CHECK TRFC / ARFC PROCESSING EVERY 5-15 MINUTES
CHECK IDOCS EVERY 5-15 MINUTES
CHECK SAPCONNECT EVERY 5-15 MINUTES
CHECK SAP DIRECTORIES EVERY 5-15 MINUTES
CHECK PORTAL URL EVERY 5-15 MINUTES
CHECK PORTAL LOGIN EVERY 5-15 MINUTES
CHECK SAP LOGIN EVERY 5-15 MINUTES
CHECK SYSTEM STATUS EVERY 5-15 MINUTES
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T E R M S & C O N D I T I O N S
S E R V I C E D U R A T I O N
Each Service Package requires a certain minimum term, which also determines the minimum term of the
managed service contract.
SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY
MINIMUM TERM 12 month 12 month 24 month 36 month
The Support Model per SAP system can be switched between 5x24h and 7x24h after a minimum
subscription term.
SUPPORT MODEL 5 X 24H 7 X 24H
MINIMUM TERM 3 month 3 month
The Service Level per SAP system can be switched between Silver, Gold and Platinum after a minimum
subscription term.
SERVICE LEVEL SILVER GOLD PLATINUM
MINIMUM TERM 1 month 1 month 1 month
U P G R A D E P A T H
Service Packages can be upgraded or downgraded to an upper or lower level of service. The following table
illustrates the possible upgrade path with their corresponding waiting times.
SERVICE PACKAGE LIGHT BASE COMFORT PRIORITY
LIGHT - 1 month 1 month 1 month
BASE 12 month - 1 month 1 month
COMFORT 12 month 12 month - 1 month
PRIORITY 12 month 12 month 12 month -