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Saphila 2017 – Britehouse

Business Transformation through convergence

of the SAP CCoE and Solution Manager 7.2.

SAP Solution Manager 7.2 Release schedule

Solution

Manager

7.2

Solution

Manager

7.1

H2/2015 H1/2016 End 2017

Ramp-up Goto release

Need for repositioning of IT

Increased compliance requirements

• Global / Local

• Statutory & Regulatory reporting

• IFRS, FSA, SEC…

More complicated resource strategy

• Outsourcing and off-shoring

• Talent management

• Workforce optimisation

Increased focus on standardisation

• Reduced costs of and easier support

• Improved data and process quality

• Improved flexibility

Dynamic, responsive supply chain needs

Drives new business functionality for:

•Inventory optimisation

•Global supply chain

More complicated and visible data challenges

•Harmonisation and conversion

•Sustainability

“Total care”

Transformation

Hybrid support model

IT and business strategy

Lean / mean

Start small GrowTotal cost of ownership

Leap change

IT / business convergence

Central support to all geographies

Integrity and single point of truth

Stabilise run optimise

Value propositionSeamless transition from Project to Support

Pe

rfo

rma

nc

e

Time

Go liveStreamline your process

Inter-process efficiencies

Maximum integration and

real time information

Current performance level

Expected performance level per business case

Continuous

improvement

process

Stabilisation

Horror stories

SAP Solution Manager 7.2 Process management

Today, customers are challenged with synchronising business models with IT solution documentation across build and run

SAP Solution manager 7.2 comes with a dramatically

improved solution documentation capability

Integrated graphical BPMN process editor

SAP Solution Manager solution documentation

• Web-based documentation experience

• Integrated BPMN process editor

• Multi-level hierarchies (more than three)

• Processes assembled from re-use libraries

• Processes are validated and optimised continuously based on real usage

Integrated process experience

• Requirements management

• IT project and portfolio management integration

• Change and request management integration

• Test management integration

• Business process monitoring integration

ConvergenceTransformation of your business through : Tools, People & Governance

Tools People

Governance

The goal of a CCoE is through Sol Man / IT and business operations

To Provide a single source technology

platform to manage Projects and AMO

Solution Manager and other tools

capabilities include

• Incident / change / testing management

• Monitoring /job scheduling

• Custom code / data consistency…

People management includes

• Organisational structure /

communication

• Resource strategy

• Talent management / skills

• Knowledge / experience

Governance touches

• Processes ( Functional, Gov and Sol Man )

• Roles & responsibilities

• Communication / committee

• IT policies

Customer Centre of Expertise (CCoE) Concepts and growth

SAP Centers of Expertise are reactive to any business need, waiting for unsolicited help desk tickets or business input

Competency Centers react to requirements

SAP Centers of Excellence on the other hand are proactive & try to find ways to apply technology & resources to value propositions & competitive pressures ongoing

Centers of Excellence actively look for value opportunities

The Operations Control Centre (OCC) is SAP’s recommended methodology for efficient SAP operations

The methodology is also called “Run SAP like a Factory”

Doing things right

Maximize TCO and ROI – How ?Business transformation with IT as an enabler

Sol Man Methodology

Processes

Tools

Organisation

RUN SAP ( AMO )

Increase efficiency and lower cost through Sol Man OCC

AMS RunSAP ‘Like a Factory’ delivery model & stand. of services

Automation, alerting, monitoring, incident, dashboards

Collaboration with LOBs and customers

BUILD SAP ( Projects )

Increase project agility through Sol Man focused build

Standard project delivery with Sol Man 7.2

Process modelling, build, automate, test and deploy

Collaboration requirement to deploy and release

Optimise

business

value

TCO

• Smooth and

optimum

delivery

• Transition

between

projects &

AMO

• Enabler for

business

value

Realised business

value

SAP Project OCC AMS

CCoE

AMS

Projects

SAP Project & AMO Convergence with CCoE Framework as an enabler

Customer Centre of Expertise (CCoE) – Capability Framework

People are required with the right set of skills to ensure strategy execution, governance, process design and maintenance inclusive of tools operation and administration

SAP Solution Manager ( Technical, business process and end user monitoring, ITSM (Helpdesk),CHaRM, testing to be embedded within business )

Processes for the management of the CCoE, releases, business processes, support, testing, rollouts , incident & change management need to be defined to support the strategy and utilise the Solution Manager tools

The organisation supporting the strategy & the underlying processes and tools needs to be put in place – Clear governance rules & processes need to be defined – Central licence mgmt. ownership & procurement

Strategy for management and governing of the CCoE it’s rollouts, operations / future expansion to other business units and support needs to be defined

Ensure alignment between the different areas to make sure that they are working together and the individual layers support each other

Effective Efficient

SAP operations control centre charter

Foundation Phase 1 Phase 1 extensions Phase 2 Phase 3

OCCQ-G

ate

s

OCC charterapproved

Extend governance to include

business support

Virtual team with R&R / roster

Day to day maintenance &

processes

OCC area / screens in place

Implement communication

plan

Prod foundations &

EWAJob monitoring (without CSP) for critical jobs

Prod Solman ready based on

sizing

Interactive reporting & dashboards

(as-is) Technical monitoring cross technologies –

SAP & non-SAP Solman shelf monitoring

Role & authorisation

concept

Monitoring infrastructure

ready

Maintenance optimiser

Configuration of managed systems

Dev & QA initial technical

monitoring

Webmethods data provider

Interface monitoring for

critical interfaces

Exception management

cockpitConfiguration

validation / compliance

supportIT infrastructure

monitoring

EEM

DVM

BPOps

BPOps selected KPIs

Business Process Operations

Application Operations

OCC Governance

CCoE value propositionPillars of achievement

Workforce and skills

Strategy

Governance and organisation

Processes

Tools and standards

Customer

Centre of Expertise

Per

form

an

ce

mea

sure

men

t

Cen

tra

lisa

tio

n

Pro

cess

st

an

da

rdis

ati

on

Eff

ecti

ve

op

era

tio

ns

Cu

sto

mer

sa

tisf

act

ion

Overall value drivers & objectives for CCoE / OCC through RSLF Reduce costs & risk while improving service to the business

L1 Enterprise

Service Desk

L2 Key

Resources

End User

Enablement

Avoidance &

automated resolution

L1.5 SAP Centric

User Support

“Usual”

“Optimised”“Shift Left” - Move clearance closer to source

INCREASING COST PER TICKET - INCREASING TIME - DECREASING CUSTOMER SATISFACTION

Re

du

ce

n

um

be

r

of

Incid

en

ts

Fre

ere

so

urc

es

to

ad

d b

us

ine

ss

va

lue

Reduce number of events & accelerate clearance when they do arise

Maximise cost efficiency & productivity of costly IT resources

Measured, tangible continuous improvement of IT & business processes

IT

Business

Global business process champion End user

Key user

Program Management Office (PMO)Regional business

process champion

SAP CCoE organisation responsibilities objective

Responsible to run SAP solutions, manage issues, provide skill sets & services to implement projects & maintain SAP

Realise value of the current and future SAP investments and control TCO

A well-defined CCoE incorporates Plan, Build and Run activities

Exception Handling

Data Integrity Incident management

Relationship management

Strategy

Solution documentation

Transition management

Service level management

Change request management

Test management

Root cause analysis

Business process and interface monitoring

Data volume management

Job scheduling management

Transactional consistency Custom code management

System administration

System monitoring

Application management

Custom development

Business Process Optimisation

SAP Technical Operations

IT infrastructure

Key CoE related rolesBusiness

Business domain owner

Business process owner

Business process expert / champion

PMO manager

PMO analyst

Portfolio manager

Program manager

Project manager

Demand / supply manager

Key / super user

Roles do not map to job positions and can be combined as necessary

IT

Business


Key user


process champion


Custom development



IT infrastructure

Business process analyst

Business process architect

Enterprise data steward

Key CoE related rolesPlan roles

COE lead

Resource manager

Financial manager

Supplier relationship manager

Strategy manager

Business relationship manager

Domain architect

Enterprise architect

Chief architect

Release manager

Business process manager

IT

Business


Key user


process champion


Custom development



IT infrastructure

Key CoE related rolesBuild roles

Solutions designer

Solutions developer

Interface / integration expert

Service provider

Test manager

Tester

Operational acceptance manager

Transition manager

Training manager

OCM manager

Knowledge manager

Technology expert

Compliance / security expert

IT

Business


Key user


process champion


Custom development



IT infrastructure

Master data expert

Business process expert (IT)

BI management expert

Key CoE related rolesRun roles

Service owner

Service desk agent

Incident manager

Problem manager

SLA management analyst

Business application management expert

Change manager

Change owner

Availability manager

Database administrator

Capacity manager

Network manager

Configuration manager

IT

Business


Key user


process champion


Custom development



IT infrastructure

Security manager

Basis manager

Basis administrator

End users (Level 0)

1st Line support

2nd Line support

3rd Line support

CCoE / OCC – ITIL support levels

Support provided by

super users

Support provided by

service desk

Support provided by

functional consultant

Support provided by

technical consultant

Support provided by

functional specialist

Support provided by

technical specialist

Support provided by

external support /

vendor

Service control

Service manager

Service desk agent

Service desk agent

Service desk agent

Incident manager

Problem manager

Service management

Service level manager

CCoE / OCC operating modelITIL process lifecycle

Level 0 support Level 1 support Level 2/3 support

Strategy and planning

Service, design, development and

transition

Service delivery and operations –

business

Steering committee Service operations and support –

internal

Service operations and support –

external

Continuous service improvement

Super users

Business process owners

CSI manager

Innovation manager

Strategy manager

Financial manager

Demand/supply manager

Program/project manager

Release manager

Test manager

Change manager

Change advisory board

Business services appl specialists

Finance support

Sales support

Procurement support

Inventory support

Manufacturing support

SAP infrastructure specialist

Basis support

Solution manager support

Development support

Network support

Business services appl specialists

Finance support

Sales support

Procurement support

Inventory support

Manufacturing support

SAP infrastructure specialist

Basis support

Solution manager support

Development support

Network support

Governance Boards

IT Executive Board• Defines the strategic direction for IT / SAP CCoE

• Alignment & business strategy

• Acts as highest approval instance for IT / SAP CCoÈ

CCoE Steering Board• Central point of truth for all SAP focused IT demand

• Builds the interface between business requirements and CCoE service delivery

Risk, Security &

Compliance Board• Sets standards for legal and risk related topics

• Provides IT security guidelines

Methods & Standards

Board• Develops, promotes, guides and enforces use of standards and patterns

(quality assurance / design standards)

Change Advisory Board• Approves operational change requests on SAP landscape

• Gives support to change manager regarding change impact analysis

Business / CCoE WG• Align on a regular basis on operational issues and business process alignment

• It forms several sub working groups e.g. to discuss processes and interfaces

CCoE Internal WG• Align on a regular basis on CCoE internal issues and topics and general IT topics

• It forms several sub working groups e.g. to discuss between technical, functional support

and service desk or IT architecture / infrastructure

Strategic

Tactical

Operational

CCoE Assessment Methodology and approach

Project organisation& planning

Discover customer’s SAP

IT support organisation

Elaboration & documentation

Presentation& handover

• Meeting with management sponsor

• Clarify project objective

• Set up project plan and workshops

• Kick-off meeting

• Initial knowledge transfer

• Define required documentation and prepare documentation

• Methodology: workshops, interviews & document study

- Study information provided by customer (e.g. docs)

- Interviews and questionnaire bY experts based on SAP best practices and consultants’ experiences

- Define business challenges etc.

• Consolidation of findings

• Issue prioritisation

• Elaboration of SAP best practices / recommendations

• High-level action plan

• Management summary (ppt.)

• Final presentation to customer

• Management. Handover of documents

• SAP Capability Framework utilised

- CCoE Strategy

- CCoE Governance

- CCoE Processes & Functions

- CCoE Tools & Standards

- CCoE Organization & Workforce

1 week 2 weeks

Number of end users

• IT strategy doc

•Business strategy doc

•Current service catalogue

CCoE capability framework components

CCoE end-state

Assessment Strategy Organisational structureOender Mete

Dir JSAP IT

Business Process Owners

Manager

NameFinance Business Process Owner

NameHR Business

Process Owner

NameDMS Manager

NameSupply Chain

Business Process Owner

NameSales Business Process Owner

NamePlanning Business

Process Owner

NameSnr DMS Consultant

NameSnr Business Analyst

NameJnr Business Analyst

NameSnr APO Planner

NameSnr SPP Planner





NameFinance Super

User Lead

NameFinance Super User



Super Users Manager

NameHCM Super User

Lead

NameHCM Super User

NameHCM Super User

NameHCM Super User

NameSupply Chain

Super User Lead

NameSupply Chain Super

UserName

Supply Chain Super User


User


User


User

NameSales Super User



NameCRM Super User

Lead

NameCRM Super User

NameCRM Super User

NameProcess Architect

Service Strategy & PlanningService Design

& DevelopmentService Transition Service Delivery & Operations CCoE

Strategy and Planning Lead?

Enterprise Architect

Strategy Manager

Financial Manager

Demand/Supply Manager

Service Portfolio Manager

PMO Manager

Func/Tech/Buss Virtual Team

CRN s & Projects on Requirement

NameSAP Functional

Specialists

NameBusiness Analyst

Release Manager

Test Manager

Training Manager

Service Catalogue Manager

Information Security Manager

Compliance Manager

NameProcess Owner

Innovator

Continuous Service Improvement Excellence

Service Delivery & Operations Buss

Program/Project Management

Service Design, Development and Transition Lead?

IT Steering Group (ISG)

Service Design Manager

NameTechnical Analyst

NameDeveloper

Change Advisory Board (CAB)


Lead

Note: This must be extended to all Functional

areas Phase 2




areas Phase 2

Name Outsource Enabling Manager

Name

Finance/Treasury/Asset Manager

NameSupply Chain Team Lead

NameDBM Sales Team

Lead

NameBusiness

Intelligence & Business Objects

Team Lead

NameSnr FI/CO Consultant

NameJnr CO/Asset

Consultant

NameSnr CO/PA Consultant

NameJnr FI-AP Consultant

NameSnr Cash/Treasury

Consultant

Ahmed A Al GharibSnr MM Consultant

(NCP)

NameSnr MM Consultant

NameJnr MM Consultant

NameSnr EWM Consultant

NameJnr EWM Consultant

NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant

NameSnr VMS Logistcs

ConsultantName

Jnr VMS Logistics Consultant

NameDBM Service & Warranty Team

Lead

NameJnr DBM Service

ConsultantName

Snr DBM Warranty Consultant

NameSnr DBM Service

Consultant

NameSnr BW Consultant


NameSnr BOBJ Consultant


NameHuman Capital Management

NameSnr Time Consultant

NameSnr OM/PA Consultant

NameSnr PAY Consultant


NameSnr Travel Consultant

NameGRC Team Lead

NameSnr GRC Consultant

NameJnr GRCs Consultant

NameAPO & GATP Team Lead

NameSnr APO DP Consultant

Name Outsource Application

Manager

NameSnr GATP Consultant

NameJnr APO Consultant

NameCRM Team Lead

NameSnr CRM Consultant




areas Phase 2

Name Continuous

Service Improvement (CSI) Manager

Business Relationship

Manager

NameBusiness Relationship

Manager ALJACS

Name


Manager ALJID


Manager ALJLR

Help Desk Service Operations Support

Internal Lev 1

NameSAP Service

ManagerName

Service Desk Agent

NameService Desk Agent



NameAvailability Manager

NameCapacity Manager

NameService Level

Manager

Service Control

Service Management

NameIncident

Management

NameProblem

Management

SecondaryService Operations & Support

NameAsset Manager

NameService Continuity

Manager

NameConfiguration Management

NameChange

Management

Name SAP Infrastructure

Manager

NameBasis Lead (DBA)

NameSolution Manager

Administrator

NameEnterprise Portal

Administrator

NameSnr BASIS Consultant



NameJnr BASIS Consultant



NameSnr Solman Consultant

NameJnr Solman Consultant

NameSnr EP Consultant

NameJnr EP Consultant



NameSAP Integration

Manager

NameIntegration Coordinator


NameSAP Landscape

Manager

NameSAP Capacity

ConsultantName

SAP Landscape Consultant

NameSystem

Performance Monitoring

NameSnr SP Consultant


NameNetwork Manager

NameNetwork Consultant


OCM Manager

Service Operations & Support Internal Changes and Projects

Lev 3

Service Operations & Support Internal

Lev 0

Service Operations & Support Outsource Lev 2

NameKnowledge Manager

NameSAP Contract and

Licensing Manager

NameHR Manager

NameQuality/

Assurance Management

NameSourcing/Vendor/

Relationship Manager

NameRisk Manager

Legend


Red outline = Phase 1 Roles

Color Fill = Combined Roles

No Color Fill = Individual Roles

*

*

No Red Outline/Color Fill = Phase 2 Roles

Access Manager

Innovation Manager

TowardsExcellence


Administrator


Administrator





NameDMS Manager


Name Enabling Services

Application Manager

NameFinance/Treasury/

Asset Manager


NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead





Name Business Services

Application Manager



NameCRM Team Lead





areas Phase 2

Data Manager

Governance Tools and standards Processes

CCoE end-state

Assessment Strategy


Assessment Strategy Organisational structureOender Mete

Dir JSAP IT


Manager


NameHR Business

Process Owner

NameDMS Manager

NameSupply Chain




Process Owner




NameSnr APO Planner

NameSnr SPP Planner





NameFinance Super

User Lead




Super Users Manager

NameHCM Super User

Lead

NameHCM Super User

NameHCM Super User

NameHCM Super User

NameSupply Chain

Super User Lead


UserName



User


User


User




NameCRM Super User

Lead

NameCRM Super User

NameCRM Super User






Strategy Manager

Financial Manager



PMO Manager



NameSAP Functional

Specialists


Release Manager

Test Manager

Training Manager



Compliance Manager

NameProcess Owner

Innovator








NameDeveloper



Lead


areas Phase 2




areas Phase 2


Name



NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Manager



NameCRM Team Lead





areas Phase 2

Name Continuous



Manager


Manager ALJACS

Name


Manager ALJID


Manager ALJLR


Internal Lev 1

NameSAP Service

ManagerName

Service Desk Agent






NameService Level

Manager

Service Control

Service Management

NameIncident

Management

NameProblem

Management


NameAsset Manager


Manager


NameChange

Management


Manager



Administrator


Administrator













NameSAP Integration

Manager



NameSAP Landscape

Manager

NameSAP Capacity

ConsultantName


NameSystem




NameNetwork Manager



OCM Manager


Lev 3


Lev 0




Licensing Manager

NameHR Manager

NameQuality/




NameRisk Manager

Legend





*

*


Access Manager

Innovation Manager

TowardsExcellence


Administrator


Administrator





NameDMS Manager



Application Manager


Asset Manager


NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Application Manager



NameCRM Team Lead





areas Phase 2

Data Manager


CCoE end-stateCCoE end-stateCCoE end-state

12

34

• Additional processes /

steps / functions

• Changed process


steps / functions

• Additional body?

• Additional roles / jobs

• Additional processes / steps


• Additional bodies?

StrategyStrategy

CCoE end-state


Assessment Organisational structureOender Mete

Dir JSAP IT


Manager


NameHR Business

Process Owner

NameDMS Manager

NameSupply Chain




Process Owner




NameSnr APO Planner

NameSnr SPP Planner





NameFinance Super

User Lead




Super Users Manager

NameHCM Super User

Lead

NameHCM Super User

NameHCM Super User

NameHCM Super User

NameSupply Chain

Super User Lead


UserName



User


User


User




NameCRM Super User

Lead

NameCRM Super User

NameCRM Super User






Strategy Manager

Financial Manager



PMO Manager



NameSAP Functional

Specialists


Release Manager

Test Manager

Training Manager



Compliance Manager

NameProcess Owner

Innovator








NameDeveloper



Lead


areas Phase 2




areas Phase 2


Name



NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Manager



NameCRM Team Lead





areas Phase 2

Name Continuous



Manager


Manager ALJACS

Name


Manager ALJID


Manager ALJLR


Internal Lev 1

NameSAP Service

ManagerName

Service Desk Agent






NameService Level

Manager

Service Control

Service Management

NameIncident

Management

NameProblem

Management


NameAsset Manager


Manager


NameChange

Management


Manager



Administrator


Administrator













NameSAP Integration

Manager



NameSAP Landscape

Manager

NameSAP Capacity

ConsultantName


NameSystem




NameNetwork Manager



OCM Manager


Lev 3


Lev 0




Licensing Manager

NameHR Manager

NameQuality/




NameRisk Manager

Legend





*

*


Access Manager

Innovation Manager

TowardsExcellence


Administrator


Administrator





NameDMS Manager



Application Manager


Asset Manager


NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Application Manager



NameCRM Team Lead





areas Phase 2

Data Manager



12

34


steps / functions

• Changed process


steps / functions

• Additional body?


• Additional processes / steps


• Additional bodies?

StrategyStrategy

CCoE end-state


Assessment Organisational structureOender Mete

Dir JSAP IT


Manager


NameHR Business

Process Owner

NameDMS Manager

NameSupply Chain




Process Owner




NameSnr APO Planner

NameSnr SPP Planner





NameFinance Super

User Lead




Super Users Manager

NameHCM Super User

Lead

NameHCM Super User

NameHCM Super User

NameHCM Super User

NameSupply Chain

Super User Lead


UserName



User


User


User




NameCRM Super User

Lead

NameCRM Super User

NameCRM Super User






Strategy Manager

Financial Manager



PMO Manager



NameSAP Functional

Specialists


Release Manager

Test Manager

Training Manager



Compliance Manager

NameProcess Owner

Innovator








NameDeveloper



Lead


areas Phase 2




areas Phase 2


Name



NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Manager



NameCRM Team Lead





areas Phase 2

Name Continuous



Manager


Manager ALJACS

Name


Manager ALJID


Manager ALJLR


Internal Lev 1

NameSAP Service

ManagerName

Service Desk Agent






NameService Level

Manager

Service Control

Service Management

NameIncident

Management

NameProblem

Management


NameAsset Manager


Manager


NameChange

Management


Manager



Administrator


Administrator













NameSAP Integration

Manager



NameSAP Landscape

Manager

NameSAP Capacity

ConsultantName


NameSystem




NameNetwork Manager



OCM Manager


Lev 3


Lev 0




Licensing Manager

NameHR Manager

NameQuality/




NameRisk Manager

Legend





*

*


Access Manager

Innovation Manager

TowardsExcellence


Administrator


Administrator





NameDMS Manager



Application Manager


Asset Manager


NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Application Manager



NameCRM Team Lead





areas Phase 2

Data Manager



1 2 3 4

Operating model

CCoE governance & organisationOperating model

Business end user

Business transformation Business operations

Business & IT governance SLA

Business / customer management

Business relationship management

Service planningBusiness alignment & business programmes

IT strategy

Innovation management

Demand & portfolio management

Technology planning

Enterprise architecture

EA governance

EA planning

EA capability

Supplier relationship management

Project

initiation

Service developmentProgramme & project

management

Analyse requirements

Design service

Design solution

Build / configure solution

Test solution

Service delivery

Service management

Service level management

Service control

Service desk

Incident management

Problem management

Change management

Configuration management

Service operations & support

Security management

Capacity management

Availability management


Asset management

Service continuity management

Technology operations

Management services

Finance

Financial management

Management

Technology operations management

Assurance management

Knowledge management

HR

HR management

Service

introduction

Release management

Service introduction management

Commercial

services

Sourcing management

Internal process Outsourced process

CCoE / OCC operating modelEnd example

Oender MeteDir JSAP IT


Manager


NameHR Business

Process Owner

NameDMS Manager

NameSupply Chain




Process Owner




NameSnr APO Planner

NameSnr SPP Planner





NameFinance Super

User Lead




Super Users Manager

NameHCM Super User

Lead

NameHCM Super User

NameHCM Super User

NameHCM Super User

NameSupply Chain

Super User Lead


UserName



User


User


User




NameCRM Super User

Lead

NameCRM Super User

NameCRM Super User






Strategy Manager

Financial Manager



PMO Manager



NameSAP Functional

Specialists


Release Manager

Test Manager

Training Manager



Compliance Manager

NameProcess Owner

Innovator








NameDeveloper



Lead


areas Phase 2




areas Phase 2


Name



NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Manager



NameCRM Team Lead





areas Phase 2

Name Continuous



Manager


Manager ALJACS

Name


Manager ALJID


Manager ALJLR


Internal Lev 1

NameSAP Service

ManagerName

Service Desk Agent






NameService Level

Manager

Service Control

Service Management

NameIncident

Management

NameProblem

Management


NameAsset Manager


Manager


NameChange

Management


Manager



Administrator


Administrator













NameSAP Integration

Manager



NameSAP Landscape

Manager

NameSAP Capacity

ConsultantName


NameSystem




NameNetwork Manager



OCM Manager


Lev 3


Lev 0




Licensing Manager

NameHR Manager

NameQuality/




NameRisk Manager

Legend





*

*


Access Manager

Innovation Manager

TowardsExcellence


Administrator


Administrator





NameDMS Manager



Application Manager


Asset Manager


NameDBM Sales Team

Lead

NameBusiness


Team Lead


NameJnr CO/Asset

Consultant




Consultant


(NCP)





NameSnr DBM Sales

Consultant

NameJnr DBM Sales

Consultant


ConsultantName



Lead

NameJnr DBM Service

ConsultantName


NameSnr DBM Service

Consultant











NameGRC Team Lead






Application Manager



NameCRM Team Lead





areas Phase 2

Data Manager

SAP Primary CertificationRequired Items

Entails the acquisition, collection and management of all company and SAP related IT information from one or more sources and the distribution to the target group

Helps the customer to take advantage of innovations, when business requirements are not covered by SAP standard . customer COE knows about customer’s processes, tools and services to avoid SAP source code modification and is informed about innovations of SAP standard functional scope

Is focused on the customer’s internal contract and license management. Customer COE takes over the governance of the license audit process of all SAP systems within the company, including preparation, execution, reviewing of measurement results and ensures a smooth collaboration with SAP global

license auditing services

Is about the overall collaboration with SAP support in incident

and problem management, usage of SAP solution manager and support services offerings e.g. SAP automated checks

Information

management

Innovation /

influence SAP

development

Contract and

license

management

Support

options

Customer

CCoE

Customer

CCoE

Customer

CCoE

Customer

CCoE

Business unit

Business unitBusiness

unit

Events& forum

User groups

WEB

Chats

SUPPORT

System

System

User

User

IT Support

Customer Connection

Customer Engagement Initiative

Continuous Improvement

Innovation Improvement

Vision

SAPStandard Functional Scope

THANK YOU

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