SAP AG 2013 Public

SAP AG

2013

Operations Control Center (OCC)

Public

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2 Public

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Agenda

What is an OCC?

Why do you need an OCC?

How do you set up an OCC?

What is an OCC?


Change

Application Lifecycle Management Run SAP like a Factory

Business Process Monitoring

and Analytics

Build Execution

Test Execution

Deployment

execution

Build Mgmt

Test Mgmt

Release &

Deployment Mgmt

Design Mgmt

IT Service Management

Minor Release

Urgent Change

IT Portfolio and

Project Management

Project

Portfolio

Major Release

Run SAP like a Factory as part of IT Management

Business

Requirement Enhancement Incident

Problem

Request for Change

Service Request

Event Management and

Continuous Improvement

Technical Monitoring

Single

Source

of Truth


Innovation Control Center and Operation Control Center Integration with Mission Control Center

Innovation Control Center

Build SAP like a factory

Reduce implementation cost

Reduce time to value

Smoothen transition to operations

Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP and ecosystem

Fast issue resolution

Operations Control Center

Run SAP like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations

SAP Solution Manager Customer

SAP


Operations Control Center: Establish Run SAP Like a Factory

Operations and continuous improvement

Operations Phase: After go-live

Operated by a small team of IT

Operators, who work on the alerts in a

guided way (event management)

Provides monitors and dashboards,

which report the status of the business

processes and related IT landscapes

Includes a continuous improvement

process, which optimizes the overall

operational setup depending on newly

identified business requirements

Operations Control Center

Event Management

Incident Management

Problem Management

Continuous Improvement Central Monitors

SAP Solution Manager

Change M

anagem

ent

Status Business Users Status Core Business

Processes

Status of Technical

Components

Alert Inbox


The Central Monitors & Event Management

The central monitors / dashboards

Address key operational pain points, and provide full transparency about the status of the core business processes and the IT landscape.

Run on large TV screens in the Operations Control Center.

Reports and dashboards provide detailed information to all IT support levels (from IT Operators to the CIO).

Event Management

Alerts are triggered in case of major exceptions and technical problems.

They show up in the alert inbox.

The first analysis action, performed by IT Operators, is documented in the alert context.

Event Management defines the IT support process between alert creation and alert closure.



The Continuous Improvement process (PDCA example)

Identifies improvement areas, run a detailed root cause analysis, provides an As-Is/To-Be determination, 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 (STUDY phase).

The new standard is implemented, and the results are checked against To-Be state (ACT phase).

Process trigger

Trend data and analytics functionality in SAP Solution Manager

Process driver

SAP sees the Quality Managers for Business Continuity and Business Process Improvement as the main responsible for driving the improvement process (advanced CCOE roles).


Control Center Room – Why is it Important?

One physical room providing

transparency about the

operational status of the solution

Space for more experts in case of

severe issues (e.g. escalations)

Space for related teams (e.g. Service

Desk) for short communication lines

Large TV screens visualizing key

information and incoming alerts

Detailed monitors and tools for

troubleshooting

Small team of IT Operators taking

immediate action on alerts


Why on SAP Solution Manager 7.1?

Alerting

New Monitoring and Alert Infrastructure with release 7.10

Less alerts via grouping and correlation

Tight integration into SAP CRM (incidents, tasks)

Monitoring and

Administration

New SAP components will centrally show up here first (e.g. SAP HANA)

Guided Procedures to support daily administration (e.g. SAP HANA)

Reporting BW reporting engine underneath SAP Solution Manager

Preconfigured reports and dashboards (extendable)

Why do you need an OCC?


Motivation for an Operations Control Center

Goal Benefit Challenge

Transparency

Global transparency for business processes

and IT landscape components

…get central insight if business processes work as expected and all IT landscape

components are operating with best performance – via expert and IT Operator

monitors, and via dashboards and reports.

Efficiency

Reduced IT support process costs ... document, standardize and automate administrative tasks and procedures.

Introduce analysis support by Guided Procedures.

Optimization

Higher end user satisfaction & faster

business processes …identify, analyze, and correct severe problem areas and negative business

performance trends, by introducing a Continuous Improvement process.

Pro-Activeness

Identify issues before the business is

impacted …ensure that issues are automatically detected and reported 24x7, to make

support experts work on these even before end users are reporting an incident.

Stability

Smooth & reliable processing of core

business processes

…come to a more stable business solution (end-to-end), by orchestrating

technical and business process related monitors into a central support

environment (including Non-SAP).


Mapping Goals to the OCC Structure

Event Management

Incident Management

Problem Management

Continuous Improvement Central Monitors

SAP Solution Manager

Change M

anagem

ent

Status Business Users Status Core Business

Processes

Status of Technical

Components

Alert Inbox

Providing

Transparency

Operational

efficiency

Optimize

operations

Re-active

operations

Pro-active

operations


Example: OCC in a Hosted Environment

Benefits

Full monitoring of all SAP components

Pro-active alerting

IT Operators work in an efficient and standardized

way on alerts

IT Operators act as an additional line of support

protecting valuable L2 resources

Transparency on alerts

Transparency on incidents

One data platform for monitoring, troubleshooting,

reporting and dash boards (SAP Solution

Manager)

Seamless integration with SAP

Reduced licensing costs

SAP BI

SAP PI

SAP ERP

…

Service

Desk

SAP Solution

Manager

Central

Monitors

Customer Hosting Partner

Partner

Monitoring

Suite

Partner

Service Desk

L2 Support

L2 Support

L1 Support

SAP

How do you set up an OCC?


OCC – General Implementation Concept

2

Understand current operational

challenges by answering the question:

While operating SAP, what creates

pain to the Business / to IT, and why?

Create transparency about these

challenges – by setting up central

monitors and a standardized

monitoring process

Improve the initial setup, and

SAP operations in general –

by implementing a continuous

improvement process

1 3


Setup of a New OCC

Scoping

In case there is no OCC

already set up, a new one

needs to be scoped based

on customer and project

requirements.

The positioning can be done

in an initial “Run SAP like a

Factory” workshop

Implementation

The OCC monitors are

being implemented in

parallel to the OCC

processes, according to

a setup roadmaps.

The OCC support content

needs to be developed as

described before.

Operations

SAP helps setting up the

OCC until Go-Live and

beyond.

As of OCC Go-Live, a new

team of IT Operators will

handle day-to-day

operations.

OCC Setup Project


Implementation Roadmaps

SAP Solution Manager provides implementation

roadmaps for:

– Application Operations

– Business Process Operations

– Operations Control Center

The roadmaps can be tailored to customer

needs within projects.

Roadmaps are structured documents, which

support the implementation via accelerators,

templates, links to expert information…

Roadmaps are part of ST-ICO: The higher the

SP level, the better it is.

Look up roadmaps in transaction RMMAIN.


How to Start Implementing an OCC Yourself?

Clarify

requirements

Run basic tool setup

IT Operators and

Event Management


“Where are our pain areas?”

„What do we need?“

„Initial tool basis for our OCC,

depending on our requirements“

“Pro-active operations

based on alerts”

“Extend based on

new requirements”


More Information

White Paper on Run SAP like a Factory / OCC

https://service.sap.com/runfactory > How Run SAP like a Factory Works

WIKI on Application Operations at SDN

http://wiki.sdn.sap.com/wiki/display/TechOps/Home

Recordings (SAP TechEd Online)

Run SAP Like a Factory: Successful Business Process Monitoring

http://www.sapvirtualevents.com/teched/sessiondetails.aspx?sId=169

Run SAP Like a Factory: Technical Operation of SAP Landscapes


https://service.sap.com/runfactory






Summary

The OCC creates transparency about the operational status

Continuous Improvement is required to address operational pain points

for business and IT, and to be prepared for new operational challenges.

SAP recommends setting up an Operations Control Center, to efficiently

and pro-actively manage the productive SAP solution. The foundation is

SAP Solution Manager 7.1. 1

2

3

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