1342427064_Detail-Presentation.ppt

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RAPID-DEPLOYMENT SOLUTION

SAP IT Service Desk Operation

Solution in Detail

June 2011



© 2011 SAP AG. All rights reserved. 2

1. What is the Rapid Deployment Solution

2. Benefits and Value Proposition

3. Scope & Deliverables

4. Product Demo

5. Project Approach and Planning

6. Pre-requisites

7. Positioning for SAP Consulting

8. Customer References

We Are Here to Discuss







4. Product Demo


6. Pre-requisites







.

SAP BRINGS TOGETHER SOFTWARE AND SERVICES IN A NEW OFFERING THAT

GIVES YOU ESSENTIAL IT SERVICE DESK OPERATION FUNCTIONALITY QUICKLYAND AFFORDABLY

Preconfigured software to

eliminate the guesswork

Rapid delivery in six to eight

weeks, using SAP consulting

An affordable priced solution

A clear path to your full IT service

desk vision

Preconfigured IT Service Desk Operation software

and services enabling rapid deployment




Immediate Value From Pre-configured Content You Get What You Need to Run Your Business ‘Out-of-the-box’

Clearly defined scope

Includes pre-configurationcontent and knowledge

transfer to key users

Fast-track implementationmethodology

Enables you to go live insix to eight weeks

Powerful solution for incident,problem, and knowledgemanagement delivered „outof the box‟ based on SAP

IT Service Management

Start fast with what‟s mostimportant and expand later

Value Adding Quick and Lean

Flexible pricing – „only payfor what you need‟

Attractive fixed-price

services

Reduced resourcerequirement fromBusiness and IT

Cost-effective







4. Product Demo


6. Pre-requisites





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As a CIO, What Are Your Top Issues Today?

Top of mind issues

How do I streamline reactive ITmaintenance and support?

How can I quickly adopt best practices and

compare these to my industry peers?

How do I implement proactivemaintenance?

How do I take control of IT operationsbudgets and free up funds to invest in ITstrategy and implementation?

Where do I start?



The Business Challenge

Customer Pain Points Majority of the operations budget spent reacting to incidents

and problems

In-ability to move from reactive to pro-active maintenance

Escalations suck up resources

Poor processes

Lack of insight

Little systematic IT improvement

Customer Goals/Needs

Quickly adopt best practices and compare to the industry

peers Implement pro-active maintenance

Take control of IT operations budgets and free up funds to

invest in IT strategy and implementation



SAP IT Service Management versus SAP IT Service Desk

Operation rapid-deployment solutionSAP IT Service Desk Operation

rapid-deployment solution:

Fast time-to-value IT Service

Desk packaged offering with

fixed implementation scope*

SAP IT Service Management:

Full access to all SAP IT Service

Management processes;

implementation scope needs to

be defined individually*

Service Desk (Interaction Center)

Web Self-Services

Incident & Service RequestManagement ( ) Incident Mgmt only

Problem Management

Change Management

Knowledge Article Management

Service Asset & Configuration Mgmt

Service Level Management

IT Analytics ( ) Online list reporting BW and Online list reporting

* SAP IT Service Desk Operation rapid-deployment solution can be used as a first-step implementation,

on top of which further processes, e.g. change management, are implemented on case-by-case basis.






4. Product Demo


6. Pre-requisites






Software to Give You Compelling IT Service Desk Operation

Functionality Quickly and Affordably

What‘s in SAP IT Service Desk Operation IT Service Desk

Incident & Problem Management


Online Monitoring & Reporting

SAP Rapid Deployment solutions value profile

Preconfigured software – eliminates guesswork

Rapid implementation time in six to eight weeks *

Faster time to value than comparative solutions

Low cost implementation, fixed scope, and fixed price

Simple buying process

A clear path to your full IT service desk vision

Key Benefits:

Provide IT service desk agents with an easy-to-use application interface for working in a wide array ofcommunication channels

Capture, document, track, investigate, and resolve all user requests – from creation to solution implementation

Document solution-related content and provide this information – through search functionality – to both the IT

service desk agents and end users

Enable concise reporting and monitoring of IT service processes and performance

* Actual implementation time depends on customer requirements and specific customer situation.



IT Service Desk

IT Service Desk According to the Information Technology

Infrastructure Library (ITIL), an IT service desk is

a primary IT capability involved inpracticing IT

service management (ITSM). The IT service desk

is intended to provide a single point of contact

(SPOC), which can help organizations meet the

communications needs of their users and IT staff

while satisfying both customer and IT providerobjectives.

Key Process Flows Covered Account/customer and employee identification

with identification of configuration items

Role-based access

Integrated knowledge article search and

provisioning

Access to incident and problem management

Agent inbox

Rule modeler for ticket dispatching

Optional integration with SAP Business

Communication Management or third-party

telephony system



Incident and Problem Management

Incident and Problem Management An incident is an exception to standard IT

operations that interrupts or reduces the quality of

a service. With the rapid deployment solution for

SAP IT Service Desk Operation, organizations

gain best practices for supporting the process of

managing incidents. This offering enables service

desk agents to resolve incident-related issues

quickly and efficiently.

Key Process Flows Covered Auto complete

Discovery of related problems and knowledge

articles

Dispatch

Display of object relationships

Knowledge article integration

Follow-up transactions

Related transactions

Processing log

E-Mail Response Management System

Service Level Agreement with one response

profile and one reaction profile (only valid for

Incident Management)




Knowledge Article ManagementTo ensure efficient incident processing,

organizations can use knowledge articles - as part

of implementing SAP IT Service Desk Operation -

to help IT support personnel share information on

known issues. With

such functionality, the IT team can more effectively

resolve processing issues.

Key Process Flows CoveredFaster access to specific information through

categorization and full text search

Multilingual and multiple text authoring

Attachment capability and special authorization

scopes



Online Monitoring and Reporting

Online Monitoring and ReportingThe rapid deployment solution for SAP IT Service

Desk Operation provides organizations with clarity.

With this offering, they can also gain built-in flexible

reporting, graphical analysis functionality, and as an

optional add-on functionality, a key performance

indicator dashboard and related reports.

Key Process Flows CoveredOnline list reporting for fast and easy access to list

reports for all IT service processes and objects,

including graphical display.

Monitoring of IT health according to various criteria,

such as status, priority, and service team

incidents, among other issues

Easy export of a result lists into Microsoft Excel.



Scope Details User-Defined Changes Allowed

SAP IT Service Desk Operation - core software installation

Installation check of development system

Organization model configuration

Service team set up

Account and contact management

Employees, sold-to-party and contacts

Business-partner relationships

Business partner roles

Standard IBase (Manually created) Customer and customer‟s I Base object Identification

Incident and problem management

Incident, Problem , Knowledge Article and interaction record

transaction configuration

IT Service Requestor , IT Service Professional, and IT Service Desk

(Interaction Center) business roles

Partner processing and organizational data determination

Status profile with standard status values

Follow-up transaction functionality Categorization schema configuration

Routing rule configuration

Auto-complete functionality

Notes and attachments

Lock and unlock incidents

IC Inbox search and monitoring

ERMS – Incoming and Outgoing Email for Agent Inbox. No basis

setup of mailing functionality.

Service Level Agreement (only valid for Incident Management)

Number ranges for customers, employees, contacts and

organizational units

Manual creation of up to 5 IBases using standard set

types

One Organizational model for one business unit, oneregion and one language

Up to 6 service groups

Creation of one knowledge article as an example

Up to 5 rules for automatic routing of incidents and

problems based on categorization schemas and priority

(un-nested). Includes one dispatching rule

1 template creation and assignment to categorization

schema for auto-complete functionality

1 Categorization schema with up to 4 levels and

maximum of 24 categories Up to 4 quick searches set up in the IC inbox

Up to 5 text types for notes in transactions

Removal of redundant work areas in the business roles

For SLA Management one customer specific service

profile and one response profile

Detailed Scope



Installation check

Initial scoping workshop to understand

and cover your requirements

Project documents: project plan and

WBS activities

Customization of chosen packages for

the SAP IT Service Desk Operation

rapid-deployment solution in the

development system

Knowledge transfer to key users onconfigured SAP IT Service Desk

Operation rapid-deployment solution

system

Support for going live

What does SAP deliver?

Provide the IT infrastructure (server)

Install the SAP IT Service Desk

Operation application, version SAP EHP1

for SAP CRM 7.0, on the developmentand production environments

Provide fixed contact people in the

business and IT departments

Conduct end-user training

Performance testing

What do you have to do?

Key Deliverables







4. Product Demo


6. Pre-requisites







Product Demonstration

http://service.sap.com/~sapidb/011000358700001056132010E/index.htm




Project Plan and Timelines

Start Deploy Run

1 2 3 4

Project Management

Kick off workshop

Business Process

Management

Technical Solution

Management

Implementation

Performance Testing

Key User Workshop

Data management

Transport

End-user Training

Customer Testing

Project Sign-off

&Support

Steps

SAP involvement Customer involvement




Successfully Deploy in Six to Eight Weeks

Expectations

User-acceptance testing

Onsite and remote support

Deploy

Successful rollout and adoption

Configuration documentation

Start

Mutually-approved scopedocument

Working SAP IT Service Desk

Operation system

Project management

Kick-off workshop participation

Preparing technical infrastructure

Implementation

Testing

Key User Training

Run

Superior support to ensuresmooth functioning

Results

1 2 3




Rapid-deployment

Deliverables:

Access to the implementation methodology materials:

http://service.sap.com/rds-itsdo

Installation Guide

Readiness Check

Kickoff Workshop

Project Plan

Support PortalCheck Lists

Implementation Methodology

Start Deploy Run








Delivery View

Discovery

(Internal)DeployStart Run

Scope• Value proposition at customer

• RDS Scope definition

• Secure RDS agreement

• Prerequisite check

Accelerators/Deliverables• Package overview and detail

presentation

• One pager

• Package presentation recordings

• Process-flow documents

• Process-flow recordings

• List of software and system

landscape requirements

• Scoping questionnaire

• SoW

Scope• Project Management / setup/staffing

• Kick-off workshop

• Business Process Management –

understanding the business process

in detail

• Technical Solution Management –

preparing technical infrastructure

Accelerators/Deliverables• Consulting delivery guide

• Project schedule

• WBS

• Service delivery model, roles and

responsibilities

• Process descriptions

• Process-flow documents

• Pre-delivery requirements and

checklist

Scope• Technical Solution Management –

installation of software

• Business Process Management -

configuration and deployment of

content

• Solution Refinement

• Data Management

• Testing

• Transport• Key User Training

Accelerators/Deliverables• Installation guide

• Solution Documentation

• SAP Solution Manager content

• SAP Best Practices content (pre-

configuration)

• Configuration activities

• Consulting delivery guide

• Implementation content

Scope • Functional Tests

• End User Training

• Sign off of solution

• Technical Go-Live

• Closing of project

• Post go-live support and activities

Accelerators/Deliverables• Test cases

• Deliverable acceptance forms

• Training Materials - Process-flow

recordings etc.

New release of RDS Implementation Methodology (new structure to

reflecting RDS concept)

The final deliverable is a roadmap showing the complete RDS

implementation cycle from a methodology perspective

New Governance concept – easier to build, easier to package




Project Team: SAP

SAP Project Manager

Serves as a central contact person, from project initiation to

going live and support

On the SAP side, responsible for functional project

management, coordination, support and coaching of the

customer‟s project manager

Core Project Team

Application consultants

Particularly responsible for monitoring process

configuration and know-how transfer

Technology consultants

Responsible for implementation and configurationactivities




Project Team: Customer

Leading Project Manager

Serves as a central contact person, from project initiation to

going live and support

On your side: responsible for functional and commercial

project management, coordination, overall project

controlling, preparation of steering committees, and so on

Core Project TeamBasis staff

Especially responsible for the installation and

administration of the development and productive

system landscapes

Functional department staff / key user

Responsible for workshops, questions from SAP,

end-user training, and possibly as a power user for

simple configurations

Specialized Staff (Optional)

Responsible for further specialized areas such as

customization and configuration







4. Product Demo


6. Pre-requisites







The following components are mandatory for SAP IT Service Desk Operations rapid-deployment

solution :

SAP CRM 7.0 EhP1 SP04 / SAP NetWeaver 7.01 - CRM Application Server ABAP *

SAP NetWeaver 7.01 – TREX **

For SAP ERP integration scenarios: SAP R/3 4.6C (or higher releases)

.* Two SAP CRM 7.01 EHP1 systems (at least a combined development/quality system and a production system)must be installed and updated to service pack (SP) level 04.

** Only required if “knowledge article management” functionality is leveraged.

Example of System Landscape







4. Product Demo


6. Pre-requisites







SAP Consulting – Worldwide Delivery

SAP Consulting

12,000 consultants worldwide

350 consultants with special SAP IT Service Desk Operation

application expertise

Consultants located all over the world, in every region

Why SAP Consulting

Product and solution experts

SAP knows SAP software best

Deep process knowledge and translation of processes to

standard software

Best use of own SAP product close to standard, which gains

release “sustainability” and protection of investment

Numerous satisfied customers of SAP IT Service Desk

Operation

Quality assurance




Benefits of SAP Consulting

Sales Support

Sales support via single point of contacts in every market unit

Various deployment possibilities

Presales customer experience by supporting test drives

(what you see is what you get)

Delivery

Experience in lean, fast implementation leveraging a “quick time

to value” implementation methodology

Service offering developed based on years of customer

experiences

Numerous satisfied customers of rapidly deployed SAP ITService Desk Operation

Direct access to sales, development, and support organizations

– the global skills, information networks, and resources of SAP







4. Product Demo


6. Pre-requisites







FAST TO DEPLOY AND EASIER TO CONSUME

Rapid-deployment – Preconfigured software that delivers essential ITservice management processes in six to eight weeks.

Reduced complexity – A robust IT Service Desk Operation solution from

a single vendor, with superior global support, means fewer worries for

you

1

2

3

BUILDING FOR SUCCESS

Foundation for growth – start small, prove the value of this solution, and

then grow on your schedule to the full SAP IT Service Desk Operation

application, if needed.

Valuable customer insight – integrated with the SAP ERP application, the

solution can provide a complete picture of your customers

COMPETITIVELY PRICED

Predictable costs – Low, predetermined fees and clearly outlined

deliverables mean no hidden fees or ˝gotchas˝ for the delivered solution

Key Takeaways



Questions



Appendix




Status Quo: Reactive and Inefficient IT Operations

IT is Siloed and Inefficient

CEO/CFO

CIO

Tactical IT offerings

IT infrastructure and services are

not aligned with business strategy

Available IT services are not clear to

business users

Ad hoc requests and unmanageable

expectations

Negative impact on business

Disruption of essential IT functions due to lack of

structured change management

IT related failures have negative impact on

important business functions; ex.: production

downtime

Poor user support

Ineffective service desk leads to poor

user satisfaction

Frequent incidents and long time to

resolve problems

Lack of visibility into service desk

efficiency and effectiveness

Uncontrolled complexity Hard- and software configuration

information is incomplete and outdated

No access to reliable knowledge about

root causes and problem resolution

Unidentified problems lead to repeated

incidents




Goal: Optimized IT Operations

IT Processes Support Business Goals

https://sap.na.pgiconnect.com/p68672208/

Reliable Business Support

Changes to improve IT services are well planned

and cause minimum disruption

IT becomes a strategic partner helping to achieve

business goals

Satisfied Users

Users are satisfied with swift problem

resolution and competent support

Incidents occur less frequently as root

causes are being address proactively

KPIs are monitored and used for

continuous improvement

Managed Configuration

and Knowledge Configuration is managed and easily

accessible to support staff

Structured knowledge helps to resolve

problems efficiently

CEO/CFO

CIO

Strategic IT Services

IT services are developed

based on business strategy

IT service catalog available to

users

Service Level Agreements are

monitored



Further InformationSAP IT Service Desk Operation rapid-deployment solution

On the SAP Service Marketplace

In the SAP Business Communication Center


http://www.sap.com/usa/rds/index.epx

http://www.sap.com/usa/rds/index.epx




Thank You!

Contact information:

F name MI. L name

Title

Address

Phone number

1342427064_Detail-Presentation.ppt

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