SAP ActiveEmbedded At Transport for London · PDF fileSAP ActiveEmbedded At Transport for...
Transcript of SAP ActiveEmbedded At Transport for London · PDF fileSAP ActiveEmbedded At Transport for...
SAP ActiveEmbedded At Transport for London
Christian Hauser
SAP Technical Operations Manager
Chris Soden
Technical Quality Manager
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Transport for London
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Every Weekday
Bus journeys
Tube journeys
Rail journeys
Pedestrian journeys
Car and motorcycle
journeys
Bicycle journeys
6 million
4 million
1.8 million
6 million
11 million
0.5 million
Is it higher
or lower?
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Regular Events
• Concerts at the O2: 20,000
• Wimbledon: 500,000
• Notting Hill Carnival: 1 million
• Ride London Cycle Event 2013: 200,000
• Twickenham: 82,000
• Wembley: 2 million visitors annually
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SAP at TfL
• Initially implemented R/3 4.6c back n 2004
• Now ECC6, SRM4, CRM 5 & 7, BW, Portal, Solution Manager GRC
• £4.5 Bn processed through SAP Procurement in fiscal year 2011
• All HR information pertaining to an employee is held in SAP
• 87,767 materials that maintain the underground are managed in SAP
ERP
• SAP Payroll: services 23, 600 employees pan TfL
• 1, 950 operational maintenance orders raised last year
• 250,000 invoices scanned and processed to payment, approx £7 Bn
• 15,000 expense claims are processed through SAP each year
• Provides TfL with a structured data warehouse, delivering Mayoral
Reports
• SAP Real Estate manages TfL’s entire property portfolio
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SAP Landscape at TfL
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What you are up against when solving
Business or Innovation Challenges?
Constant
innovation
can help solve
business
challenges
Pressure
to Perform
No stoppages!
Preserve
business continuity
while taking
advantage of new
technologies
Maximize
what you have and
continuously
reduce costs
No cost spike
after go live…
continuous improvement
and efficiency gains
Meet
mission critical
business
needs
Also includes
performance and
security concerns
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SAP ActiveEmbedded at TfL
• ActiveEmbedded is a tailored collaborative engagement
model in which SAP works in partnership with a TfL and its
partners to achieve success through technical engineering.
• ActiveEmbedded is delivered by SAP AGS (Active Global
Support) who bring the experience of working with thousands
of SAP customers worldwide.
• ActiveEmbedded combines long term relationships through
an Engineering Architect (EA), and an on-site Technical
Quality Manager(s) (TQM), with the tactical deployment of
relevant Experts and Services.
• ActiveEmbedded builds on a customer’s Support agreement
providing a lifecycle engagement that makes SAP an active
partner for projects, operations and beyond, encompassing
innovation and enhanced reactive responses.
Governance
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Continuous innovation
Release management
Automate test plans
Implement new technology
through SAP Rapid Prototyping
Keep to SAP Standard (1:8 to 1:1)
Help ensure business continuity
Improve data quality and
automation
Increase availability and
performance
Lower Total Cost of Operations
Aim to ‘Run SAP like a Factory’
Safeguarding Services to Mitigate
Project risk
Assure quality across multiple
vendors and projects
Verify software integration
Help ensure a smooth transition to
Operations
Aim to ‘Build SAP like a Factory’
Stabilise
Innovate
Consolidate
Benefit from unparalleled expertise with an Enhanced Support Partnership:
SAP ActiveEmbedded Focus Areas
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Assistance to embedded
support team
Provide functional and technical
expertise
Monitoring of severe / top issues via
the SAP mission control center
Access to experts from AGS,
Development and Consulting
Expert-delivered services built upon a
proven methodology e.g. :
Risk mitigation
Empowering
Solution management optimization,
and solution operation
Custom code management
SAP Rapid Prototyping
Jointly identify engagement focus
areas with the customer
Collaborates on agreed focus areas
Provides full transparency via
balance score card incl. jointly agreed
key performance indicators (KPIs)
Manages quality gates for selected
focus area projects
Manages overall SAP support
Embedded Support
Expertise On-Demand
Engineering Services
Benefit from unparalleled expertise with an Enhanced Support Partnership:
SAP ActiveEmbedded – Engagement Model
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SAP ActiveEmbedded Governance
Action Plan Balanced Scorecard Manage Value
Generation Targets
Define and monitor KPI’s
and objectives
Tracking of joint action
items to achieve targets
Financial Perspective
• Utilization of ActiveEmbedded 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 ActiveEmbedded customer
• SAP view: Roche meeting SAP ’ s expectations
Status
Status Status
Status
Business Projects
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Operations Initiatives Support TfL to identify and optimize their SAP estate
Business Area Operations
TFL Responsible Mgr Kathy McMahon & Christian Hauser
Target Completion Date March 2014
Service Objective
Service
Status
Date Summary Findings Comment
1 SAP Operations
Planning Workshop The service delivers a fit-gap
analysis of the IT operations
processes, and quality
management roles and tools
against SAP® standards for
solution operations and best
practices in application lifecycle
management
Delivered 19/08/13 • Highly mature in Incident Management
• Established/identified improvement
plans
• Solution Manager is used in a very
limited manner
• CCOE faces the challenge of maintain
centralized responsibility, while parts of
work is outsourced and at the same
time keeping the knowledge in-house,
in order to prevent possible
dependencies on a service provider.
Score Cards driven continuous
improvement of IT operations and
projects using a KPI framework for
definition and improvement
documentation.
Establishment of all quality
management roles by customer and
partners. The skill levels of the quality
managers have to be proven with
individual certification of the quality
managers.
2 EOD – S&A CUA
review
Review of the TfL S&A
implementation with particular
focus on CUA
Scheduled 10/10/13
3 SAP Solution
Management
Assessment
Positioned Oct 2013
4 Software Change
Management Positioned
Nov
2013
5 SAP Data Volume
Management Positioned
Q1 2014
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Operations Imitative
SAP Operations Planning Workshop
Business Area; Operations
TfL Owner Kathy McMahon & Christian
Hauser
Situation @ TfL
TfL’s COE is a highly mature organisation. They wish to gauge how
they compare to their peers and how aligned they are against SAP
standards for solution operations and best practices in application
lifecycle management .
Objective
The primary objective of the SAP Operations
Planning Workshop is to perform a Fit/Gap
Analysis of the Customer Center of Expertise and
the IT processes in support operations, to
determine which SAP Standards for solution
operations should be implemented or enhanced
and to provide input on how this should be done
Approach
As part of the engineering service for Run SAP
Like A Factory carry out the Application
Operations Roadmap service . This service will
be an on-site workshop comprised of interviews
and presentations
Rating
Main Findings / Benefits
Action Priority Due date
Implement improvement plans for change request
management
Implement improvement plans for test management
Implement improvement plans for system
monitoring ; BPMON RCA Job Scheduling
Implementation of Score Card Driven continuous
improvements using a KPI framework.
Learning Points from Service Status: Adoption of Recommendations
Current recommendations are on track
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Day to Day Embedded Support
On site presence has provided;
• Dedicated point of contact during Go-Live
• Advice – Operational & Strategic
• Escalation point for Message Processing
Thank You!