1409 Future Proof Your Customer Center of Expertise

8/13/2019 1409 Future Proof Your Customer Center of Expertise

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„Future-Proof ‟ Your Customer Center of Expertise

Wolfgang Schatz, Steffen von Berg ASUG Annual Conference, Orlando, May 2013



© 2011 SAP AG. All rights reserved. 2

Content

Introduction

The Start: The Customer COE Implementation

Make Your CCOE Future-Proof“ By Continuous Improvement

The Operations Control Center (OCC)

KPI Driven Continuous Improvement

Summary




The Customer COE challenges

Source:

Frans de Roy van Zuijdewijn (VNSG) Co-chairman ICCC

16th International CCoE Info Forum Madrid, 2012




Content

Introduction





Summary




The Charta of a Customer CoE:

Excellent solution orchestration is essential!

Drive Innovation

Meet Business

Expectations

Handle increasingcomplexity and

keep systems running

Deal with limited

people resources

Standardize your E2E operations processesFocus on scalable yet sufficiently flexible operations

processes to respond to business changes fast.

Implement automated & proactive ITKeep efforts as low as possible and reduce incidents

Build quality-oriented IT operationsOnly continuous improvement ensures state-of-the-art

IT that is ready for new challenges.

Keep close connection to the expertEssential, because innovation normally requires a pool

of customer-internal and external skills.

Value Driver for a CCoE




Customer CoE as the Central Collaboration Hub

Partner

Control Center

D i r e c t l i n e

c o n n e c t i o n

SAP

Control CenterLine of Business

Infrastructure

PMO &ApplicationsOperations Development

Customer CoE

Operation Control

Center

Innovation Control

Center

Quality Management

Single Source of

Truth


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The Roadmap to Improve Maturity to Advanced Certified

Customer CoE Level

Maturity

assessment

Enhance IT

maturity

Establish

Quality

Management

Customer

COE audit

Continuousimprovement

Activities

Timeline

Effort

estimation

Skill deficits

Detailed roadmap

Processes & tools

KPIs

Training

curriculum

Subject matter

experts

OCC setup

Single source of

truth

QualityManagement

roles

OCC/ICC

readiness

Partnerintegration

Quality

Management

High level

implementation

roadmap

Implementation

projects

Set up

continuous

improvement

CCOE readiness

verification

D e l i v e r a b l e

s



Integrated Quality Management

Manage

Quality

Business Process

Improvement

Business

Continuity

Integration

validation

Protection of

Investment

Core Tasks of the Quality Managers:

Continuous adjustment of the OCC and ICC; focus on quality assurance for IT operations & projects

Continuous improvement of the operations and implementation processes

Line of Business

Infrastructure

PMO &Applications

Operations Development

Customer CoE

Operation ControlCenter Innovation ControlCenter

Quality Management

Single Source of

Truth



Quality Management Methodology

KPI-Driven ContinuousImprovement

Scorecard-drivencontinuousimprovement of IToperations andprojects.

Adjust control centerstructures, if needed.

Central Planning &Collaboration

Central activityplanning for tasks,services, issues …

Close cooperation oneye level with SAP.

Issue Resolution &De-escalation

Owner of the topissues.

Drive and coordinateissue resolution.

Single Source of Truth

Transparent and

completedocumentation ofsolutions, projects,operations handbooks,and engagements.

Fully integrated partnertools and roles.

Quality-oriented IT operations

Standardized E2E operations processes

Close connection to the expert

Automated & proactive vs. manual & reactive IT



Maximized business value throughexcellent end-to-end solution orchestration

Minimum costs and efforts while guaranteeing maximum

level of stability

Rapid response to any business and IT changes

State-of-the-art IT organization that is ready for new

challenges

Fast access to expert skills from partners and SAP

Value of Implementing a Customer CoE



Content

Introduction


Make Your CCOE Future-Proof “ By Continuous Improvement



Summary



Establishing a Customer COE is not enough!

Excellent solution orchestration is essential, but not enough !

• Standardization

•

Automation & Proactivity

• Quality Orientation

• Close connection to the experts

• Continuous Improvement



Continuous Improvement Focus

Operation Control

Center

Advanced CCOE

Advanced CCOE



Content

Introduction





Summary



Problem Management (re-active / pro-active)

Operations Control Center Overview

Business Process

Operations

Business Process Monitoring

Interfaces, Jobs, Data

Consistency

Process Performance, Usage

Analysis

Business Process Improvement

Application Operations

System Monitoring & Alerting

RCA & Exception Mgt.

IT Reporting

End-User Experience

Scenario Monitoring

Data Volume Management

C h a

n g eM an a g em en t

Operations Control Center (OCC)

Incident Management

Do

Check

Plan

ActStatus Core

Business Processes

Central Alert Inbox Status System

Components

Status BusinessUsers

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process



OCC - Continuous Improvement

The Continuous Improvement process:

Identifies improvement areas, run a detailed root cause analysis, provides an As-Is/To-Bedetermination, documents and judges on the case, and collects improvement proposals

(PLAN phase).

The proposals are tested and fine-tuned (DO phase).

The results are checked, and a new standard is being defined (CHECK phase).

The new standard is implemented, and the

results are checked against To-Be state

(ACT phase).

SAP sees the Quality Managers for

Business Continuity and Business Process

Improvement as the main responsibles for

driving the process. Do

Check

Plan

Restore/

Improve ServiceAct

KPIdriven



OCC KPI Examples

Zero negative service impact

Quality of Service

Run more with the same operations staff

Efficiency Area

Mission

Increase time w/o outage

Increase system performance

Decrease no. of alerts

Reduce no. of incidents

Reduce no. of P1 incidents

No. of incidents/issues sent to SAP

Reduce no. of emergency fixes

Enforce SLA fulfillment

Increase data consistency

Business process performance

Decrease BP backlog

Increase BP throughput

Resource allocation

No. of status iterations in ITSM request processing

Decrease time spent on ITSM request processing

Operations effort in relation to IT Budget/innovation

Manage data volume

Reduce number of custom code objects

Level of automation in IT processes

Business Process Analytics

Decrease backlog

Increase throughput

Reduce no. of problems

Metrics




CCOE Quality Manager Integration into the OCC

The QM for BC is responsible for

driving technical continuous

improvement process

The QM for BPI is responsible for

driving functional continuous

improvement process

Responsible to provide status

information of the productive SAPsolution.

Set up the required team for analyzing

technical items in detail, and to provide

improvement proposals.

Establish interface to the business units.

Include process resources from the

business.

Set up the required team for analyzing

functional items in detail, and to provide

improvement proposals.




Content

Introduction





Summary




How can IT fulfill the Business Expectation?

Business Expectation

IT

StrategyValue

TargetsBenchmark

Technical

KPIs

Quality

KPIs

Business

KPIs

KPIs

IT




Continuous Improvement Focus

Technical

KPIs

Quality

KPIs

Business

KPIs

OperationControl

Center

Advanced

CCOE

Advanced

CCOE




KPI driven Continuous Improvement LiveCycle

2. KPI baseline

measurement

3. Action plan

generation

1. New KPI

identification

4. KPI progress

measurement

5. KPI target

evaluation




Roadmap for KPI Identification (an example)

Replace manual

procedures

Automation in job scheduling

management

# manually planned or scheduled jobs

AutomationArea

Mission

Challenge

Metric

TargetReduce # manually planned or scheduled

jobs by 25% until end of 2013.

Quality Scope Business Continuity

KPI




Example: Standard Metrics for Process Quality (BC)

Defined process

KPIs

Process Maturity

Coverage of E2E standards (m)

Adjusted and

improveddocumentation

Ratio of KPIs per IT process (m)

Frequency of adjustments of

process KPIs (m)

% test cases reviewed or changes

(after identification of affected

ones) (m)

Process Quality

Process Improvement

Change completeness - test case

adjustment with change request /

implementation and transport/ E2E

processes

% incidents with Priority 1/2 that are

caused by missing or wrong solution

documentation change or operations

handbook (m)

Change completeness – Updated

Solution Documentation and

Operation Handbook

Area Mission Challenge Metric

# of Process maturity assessments

(m)

Ratio of IT processes withKPIs (m)

Automation

Managed

Integration

Reduced costs

of operations




Understand, Measure and Manage with a “Single Source

of Truth”

Example: Executive

Scorecard in Solution

Manager

Tailored to the requirementsof one or more persons

Personalized scores show ata glance the plan/actualdeviation from strategic goals




Content

Introduction





Summary




Summary

Business Expectation

IT

StrategyValue

TargetsBenchmark

Technical

KPIs

Quality

KPIs

Business

KPIs

KPIs

IT

OCCACCOE



More information – contact us

Contact information:

Advanced CCoE

Dr. Wolfgang Schatz

SAP AG

[email protected]

Primary CCoE:

Steffen von Berg

SAP AG

[email protected]

Operations Control Center:

John Landis

SAP AG

[email protected]



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1409 Future Proof Your Customer Center of Expertise

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