SAP Solution Manager Survey 2016 · SolMan usage (self-assessment) 17 12 02 Current SAP Solution...

SAP Solution Manager Survey 2016

Sebastian Herbig

Head of GMS Delivery Germany / Head of ALM Services

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In cooperation with

Management Summary

Sehr geehrte Leserinnen und Leser,

im August 2016 wurde der SAP Solution Manager 7.2 (SolMan) freigegeben. Aus Anlass des Versionswechsels untersuchte die itelligence Tochter BIT.Group im Rahmen einer Forschungskooperation mit der Technischen Universität Dresden die Nutzung sowie die Nutzererwartungen an den SolMan 7.2.

Im Rahmen der Studie wurden von August bis Oktober 2016 insgesamt 88 Unternehmen hinsichtlich ihrer aktuellen bzw. zukünftigen Nutzung, ihrer Zufriedenheit sowie ihren Erwartungen an den SolMan 7.2 befragt. Ferner wurde nach Beweggründen zur Durchführung des Upgrades gefragt.

Ein besonders herzlicher Dank gilt allen SolMan-Nutzern, die an der Umfrage teilnahmen. Dank ihrer Hilfe konnten interessante Einblicke zum SolMan gewonnen werden. Wie erwartet gibt es große Gegensätze in der Zufriedenheit mit dem SolMan. Neben vielen zufriedenen Unternehmen gaben ebenfalls viele Unternehmen an, eher unzufrieden mit dem SolMan zu sein. Diese konträre Wahrnehmung ist dabei unabhängig von Unternehmensgröße und Funktion des Teilnehmers. Dennoch werden zwei von drei befragten Unternehmen die SolMan-Nutzung bis Ende 2017 intensivieren. Stärkstes Wachstumspotenzial besteht dabei im Szenario Business Process Operations, gefolgt von den Szenarien Custom Code Management und Test Management.

Die Erwartungen an den SolMan 7.2 fokussieren hauptsächlich auf Verbesserungen an Benutzeroberfläche und Benutzerführung. Diese Wünsche werden im SolMan 7.2 berücksichtigt. Hauptgrund zum Upgrade ist jedoch weiterhin der verlängerte Support. Beeinflusst wird die Upgrade-Entscheidung jedoch auch durch weitere Faktoren wie die neuen SolMan-Funktionalitäten, die enthaltene SAP HANA-Lizenz oder die erweiterte SAP HANA-Unterstützung. Dagegen verzögern vor allem finanzielle und personelle Einschränkungen die Durchführung des Upgrades.

Diese Ergebnisse bestätigen unsere Erwartungen aus der langjährigen SolMan-Beratung. Als BIT.Group bieten wir Ihnen umfangreiche SolMan-Beratung für alle Szenarien zusammen mit dem neuesten Know-how zu angrenzenden Lösungen und Technologien wie SAP HANA oder SAP Focused Solutions. Unsere Berater freuen sich darauf, Fragen zum SolMan 7.2 und angrenzenden Themen mit Ihnen im persönlichen Austausch zu besprechen!

Mit freundlichen Grüßen

Sebastian Herbig

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Sebastian HerbigHead of GMS Delivery Germany / Head of ALM Services

Management Summary

Dear reader,

Following the general release of SAP Solution Manager 7.2 (SolMan) in August 2016, BIT.Group, an itelligence subsidiary, carried out a user survey, as part of aresearch cooperation with the Technical University of Dresden, into the usage and expectations of SolMan 7.2.

Between August and October 2016, 88 companies were interviewed concerning their current and future SolMan usage, their satisfaction as well as theirexpectations for the new version 7.2. They were also asked about their motives for upgrading.

We would like to take this opportunity to sincerely thank all of the SolMan users who participated in the survey. Thanks to their support we were able to gain aninteresting insight into SolMan. As expected, the survey revealed extremely contrary results with regard to user satisfaction. Besides many satisfied users thereare also many dissatisfied users. This split is independent of the company size and user function. Nevertheless, two out of three companies plan to increase theirSolMan usage by the end of 2017. The greatest increase potential is in Business Process Operations followed by Custom Code Management and TestManagement.

The main expectations for SolMan 7.2 are focused on improvements in the user interface and user guidance, which have indeed been addressed in the newrelease. Nevertheless, the main reason for upgrading is to maintain support. Various additional factors, such as new SolMan functions, the included SAP HANAlicense or the advanced support for SAP HANA, also influence the decision to upgrade. By contrast, financial and personal constraints were the main restrictionsfor upgrading to SolMan 7.2.

These results confirm the expectations from our long-standing experience as SolMan consultants. BIT.Group provides comprehensive consultancy for all SolManscenarios combined with the latest know-how of related technologies and solutions, such as SAP HANA or SAP Focused Solutions. Our consultants are lookingforward to discussing SolMan 7.2 and related questions with you in a personal dialogue!

Best regards

Sebastian Herbig

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Sebastian HerbigHead of GMS Delivery Germany / Head of ALM Services

Content

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Survey Content & Demographic Information

Current SAP Solution Manager usageSolution Manager usage LevelUser (dis-)satisfaction

Future SAP Solution Manager usageFuture SolMan usageExpectations for SolMan 7.2Upgrade: motivation & barriers

SAP HANA & SAP Focused Solutions

Survey motivation

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Survey Motivation

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01 Survey Content & Demographic Information

SAP Solution Manager 7.2 released on August 15, 2016

Experience in daily business:

Contrary SolMan perceptions

A lot of confusion concerning SolMan upgrade

Triggerfor survey implementation

How satisfied are SolMan users?

What are the most urgent expectations concerning SolMan 7.2?

What is the current planning status for the SolMan 7.2 upgrade?

What motivates companies to upgrade? What hinders them?

What are the most valuable SolMan scenarios from a customer perspective up until the end of 2017?

(extract)

Triggerfor survey implementation

Research cooperation with the Technical University of Dresden

Realization within the frame of a master thesis

Realization of the survey project

Motivation for

conducting the

survey?

Survey content

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Industry & number of employees

Function

SAP support level

SolMan version andyear of introduction

Demographic Questions

What did we

ask for within the

survey?

Level of current SolMan usage

General user (dis-)satisfaction

User (dis-)satisfaction concerning various factors

Solution Manager

current usage

Development of future SolMan usage

Expectations of SolMan 7.2

Planning status for SolMan 7.2 upgrade

Upgrade motivation and barriers

Future SolMan usage

Current SAP HANA

usage and future

development

SolMan 7.2 as booster

for SAP HANA

SolMan 7.2 as strategic

tool for SAP HANA and

S/4HANA

SAP Focused Solutions

SAP HANA

Demographic information

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88 randomly selected German-speaking companies participated August until October 2016

C (500 -

999)

17%

D (1.000 -

4.999)

24%E (5.000+)

29%

A (<100)

11%

B (100-499)

19%

Number of employees FunctionTop 5 industries(n=88) (n=88) (n=88)

Manufacturing (25%)

Financial & insurance services, real estate (16%)

IT & IT consulting (16%)

Public administration (15%)

Transportation, storage, accommodation & gastronomy (11%)

IT manager

27%

IT operator

56%

Both

17%

SolMan version

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02 Current SAP Solution Manager usage

SAP Solution Manager 7.01 is still relevant for some companies

SolMan 7.01

(or earlier)

10%

SolMan

7.1

88%SolMan 7.2

2%

SolMan version in use

32

31

7

16

12

18

23

1 1

0

10

20

30

A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)

Version in use & number of employees

SolMan 7.01 or earlier SolMan 7.1 SolMan 7.2

(n=87)

SolMan 7.01 is still in use (even in bigger

companies)

Companies using SolMan 7.01 (or earlier) only

use SolMan for basic tasks

5

3

0

2

4

6

To install SAP

updates

Just to install SAP

updates and a few

additional tasks

Usage intensity

Usage of SolMan 7.01

(n=87)Top Findings

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version:

SolMan version

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10


Two thirds of companies use all SolMan functionalities without any additional costs

7

20

12

42

110

4

0

25

50

SolMan 7.01 or earlier SolMan 7.1 SolMan 7.2

1 - SAP Standard Support

2 - SAP Enterprise Support

3 - SAP MaxAttention

Don't know / no answer

SAP Standard Support

32%

SAP Enterprise Support52%

SAP MaxAttention*11%

Don‘t know /no answer

5%

Support contract level & SolMan version

Most used support contract level is SAP Enterprise Support

This means 63% of all enterprises can use all SolMan functionalities without additional license fees

Among small enterprises (< 100 employees), SAP Standard Support is the most common option(n=88)

(n=88)

Support level of participating companies

Top Findings

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SolMan version (self-assessment)

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1 1

3

6

4

2

4

3

5

10

12

2

5

2

5

9

2

6

1

2 2

1

0

2

4

6

8

10

12

14

A (<100) B (100-499) C (500 -

999)

D (1.000 -

4.999)

E (5.000+)

How would you characterize your company’s

SolMan usage?

No usage

To install SAP updates

Just to install SAP updates and a

few additional tasks

For a wide range of SAP

connected tasks

For a very wide range of SAP

connected tasks


Even big companies mainly use

SolMan for SAP updates and a few

additional tasks (subjective grading)

SolMan also gained attention within

small-sized companies (100-499

employees)

Participant’s function does not affect

the given assessment

(n=88)

Level of SolMan usage:

There is a high usage potential for SolMan as it is currently mainly used for installing updates and a few

additional tasks

Top Findings

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SolMan usage (self-assessment)

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IT Managers using SolMan are the most satisfied users

1 - very dissatisfied

9%

28%

20%

38%

5 - very satisfied

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%

(Dis-)Satisfaction

Total Customer Satisfaction

1 - very dissatisfied

2 - rather dissatisfied

3 - neither nor

4 - rather satisfied

5 - very satisfied

(n=87)

0

5

10

15

A (<100) B (100-499) C (500 -

999)

D (1.000 -

4.999)

E (5.000+)

Satisfaction and company size

Average satisfaction is 3.03 (fairly average)

Perception of satisfaction is quite contrary –

participants are rather dissatisfied or rather satisfied

Decision-makers who simultaneously use SolMan as

operators are the most satisfied users

(n=87)(n=87)

Ø 3.03

Ø 2.96 Ø 3.08 Ø 3.20

Ø 2.80

Ø 3.18

Ø 3.07

Ø 3.00 Ø 3.04

0

2

4

6

8

10

12

14

16

18

IT operator IT manager Both

Satisfaction and function

Top Findings

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User (dis-)satisfaction

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Higher SolMan usage generates higher user satisfaction

34

1

7

12

3

1

3

76

12

1011

9

12 2

0

2

4

6

8

10

12

14

Just to install SAP updates To install SAP updates and a few

additional tasks

For a wide range of SAP connected

tasks

For a very wide range of SAP

connected tasks

(Dis-)Satisfaction and usage intensity

very dissatisfied rather dissatisfied neither nor rather satisfied very satisfied

Ø 2.27

Ø 2.76 Ø 3.43 Ø 3.92

(n=85)

Wider SolMan usage generates higher

satisfaction (or vice versa)

Hypothesis: The more a user uses SolMan

services, the more they understand the

underlying concepts and advantages, leading

to higher satisfaction

(Dis-)Satisfaction with SolMan:

Usage intensity of SolMan

Top Findings

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Factors affecting (dis-)satisfaction

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Further UX improvements will significantly enhance user satisfaction

Top 3 – Most satisfactory factors

Users’ main dissatisfaction is caused by user experience

issues

Companies are neither satisfied nor dissatisfied with the

current maintenance interval ( Ø 2.99)

(Dis-)Satisfaction with maintenance interval varies only

slightly depending on function

License fees ( Ø 3.74)

Functions provided ( Ø 3.53)

License model ( Ø 3.52)

Top 3 – Most dissatisfactory factors

User interface ( Ø 2.53)

User guidance ( Ø 2.56)

Interfaces provided to external systems ( Ø 2.9)

(n=87)

1.. very dissatisfied 5.. very satisfied

1.. very dissatisfied 5.. very satisfied

(n=87)

Top Findings

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Future SAP Solution Manager Usage

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Changes in usage

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2%0%

31%

53%

14%

0%

10%

20%

30%

40%

50%

60%

decrease significantly decrease slightly maintain current usage extend slightly extend significantly

Share

of all c

om

panie

s

SolMan usage by end of 2017

Development of SolMan usage by end of 2017

By 2017 more than 67% of all

companies will extend their SolMan

usage

Even 50% of companies size A are going

to slightly extend their usage, 40%

significantly

There is no significant variation in

forecasts given by users with different

functions

SolMan usage by end of 2017 (depending on company size)

10%5%

0%

63%

33%

20%

29%

50%

31%

53%60% 63%

40%

6%13% 15%

8%

0%

20%

40%

60%

A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)

Share

per

cate

gory

Number of employees

decrease significantly

decrease slighly

maintain current usage

extend slightly

extend significantly

SolMan usage by end of 2017

(n=85)

(n=85)

By 2017 more than every second company plans to extend its SolMan usage

03 Future SAP Solution Manager usage

Top Findings

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Changes in usage

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3%

47%

39% 48%52%

61%

29%

67% 69%

106%

45%50%

0%

20%

40%

60%

80%

100%

Perc

enta

ge o

f usin

g c

om

panie

s

Current usage Usage end of 2017 Increase in percent

(n=85)

High potentials (Top 3)

Business Process Operations

Custom Code Management

Test Management

It seems as if customers understand the concept of BPO.

With the exception of Maintenance

Management, every scenario will be

used more often.

Current and future SolMan usage

Top Findings

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Changes in usage – ITSM

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Top Findings

60%

44%

27%30%

17%

0%

10%

20%

30%

40%

50%

60%

70%

A (<100) B (100-499) C (500-999) D (1.000 - 4.999) E (5.000+)

Share

of ente

rpri

ses u

sin

g

ITSM

within

each c

ate

gory

Number of employees

Usage of ITSM within SolMan (by end of 2017)

50%44%

20% 20%

8%

0%

20%

40%

60%

80%

A (<100) B (100-499) C (500-999) D (1.000 - 4.999) E (5.000+)

Share

of ente

rpri

ses u

sin

g

ITSM

within

each c

ate

gory

Number of employees

Current usage of ITSM (within SAP Solution Manager)

Upcoming question: Does ITSM within SolMan provide sufficient functions for large enterprises?

Possible explanation:

Larger enterprises implemented ITSM before

SolMan gained extended features

To change processes in large enterprises, a

large number of processes need to be adopted.

This delays the deployment of ITSM within

SolMan

(n=88)

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The larger the enterprise, the less it uses ITSM within SolMan

Custom code

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28%

20%

48%

4%

0%

10%

20%

30%

40%

50%

60%

None or few Average High or very high Dont't know / no answer

Quantity of implemented custom code(n=50)

48% of all surveyed companies use a high or very

high amount of custom code

Especially large companies (5.000+ employees)

apply custom code intensively

Companies with high quantity of custom code also

feature a high share of unused custom code

13%

3

29%

7

42%

10

17%

4

0

2

4

6

8

10

12

High or very high quantity of Custom Code

none or few

average

high or very high


Share of unused custom code(among companies with high/very high quantity of custom code)

Share of unusedcustom code

(n=24)

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The more custom code is implemented, the more custom code is not used

Expectations for SolMan 7.2

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Top Findings

The most urgent user expectations for

SolMan 7.2 are connected with:

User experience issues

Support issues

New SolMan functionalities are ranked lower.

Top 5 Expectations

Optimized user navigation ( Ø 4.53)

Improved findability of

support materials ( Ø 4.35)

User interface adjustments ( Ø 4.33)

Constant license fees ( Ø 4.13)

Extended functionalities within

the standard license ( Ø 4.12)

Further Expectations

Providing road maps & best practices

for SAP HANA ( Ø 3.95)

SolMan optimization for SAP HANA

( Ø 3.75)

Provision of further functionalities

( Ø 3.73)

Provision of a responsive design

( Ø 3.66)

Advanced support for cloud/

hybrid usage ( Ø 3.40)

1.. strongly disagree

5.. strongly agree

(n=88)

Main user expectations for 7.2 address known issues – new functions have a lower priority for users

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SolMan 7.2 upgrade implementation

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Top Findings

Majority of companies (62%) have already

planned SolMan update

In contrast, 13% have neither planned nor

scheduled upgrade

By end of 2017 57% of all companies (more than

every second) will have upgraded

Companies 1.000+ employees are most

progressed concerning upgrade planning

How the new release is perceived by customers

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Planning status & company size

Planning status – SolMan 7.2 upgrade

20%

6%

33%

5% 8%

40%35%

20% 19% 20%

40%

59%

47%

76%68%

0%

10%

20%

30%

40%

50%

60%

70%

80%

A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)

Neither scheduled nor planned Loose Planning

Scheduled Don't know / no answer

SolMan upgrade

(n=87)

62% 25% 11% 1%

0% 20% 40% 60% 80% 100%

Scheduled Loose planning (no timing)

Neither planned nor scheduled Don't know / no answer

(n=87)

SolMan upgrade

Motivation to upgrade

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Top Findings

Key reason to upgrade is to maintain support

New features (e.g. cloud/hybrid support, launch

pads, responsive design)

have lower priority or appear to be not that well-

known

The key reason to upgrade is to maintain support

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Extended SAP support (69%)

Further/improved functionality (44%)

SAP HANA support (39%)

Support for cloud or hybrid usage (17%)

SAP SolMan launch pads (17%)

Responsive design (15%)

Influencing factors (high/very high relevance for update decision)

(n=88)

Extended SAP

support33%

Don't know / no

answer23%

New/improved

functionalities15%

Multiple key reasons

8%

Further reasons

7%

SAP HANA support

6%

Graphical process modelling

tool4%

Advanced support SAP

S/4HANA2%

Gaining SAP HANA experience

1%

Consistent SAP FIORI utilization

1%

Key reason to upgrade to SolMan 7.2

Challenges & barriers

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Top Findings

43% of all participants do not see any major

barriers for SolMan 7.2

Main barriers are related to financial and

personal constraints

Nevertheless, the average of 3.4 does not imply

any critical challenge

Financial and personal constraints represent the main barriers for SolMan 7.2

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Challenges for SolMan 7.2 upgrade

Initial training for new functionalities (3.4)

Increasing employee workload(particularly through training time) (3.3)

Additional costs (particularly consulting expenses) (3.3)

Increasing SolMan dependencies (3.2)

Getting used to SAP FIORI (3.1)

Data transformation to SolMan 7.2 (3.0)

SolMan 7.2 as booster for SAP HANA and S/4HANA?

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SolMan 7.2 plays a minor role for HANA introduction from a customer’s perspective

45%

14%

28%

13%

0%

20%

40%

60%

no or lowrelevance

mediumrelevance

high or veryhigh relevance

Don't know /no answer

32%

20%

30%

6%12%

0%

10%

20%

30%

40%

HANA before SM7.2

HANA with SM7.2

HANA after SM7.2

No HANAintroductionscheduled

Don't know / noanswer

Link between SolMan 7.2 and SAP HANA

Users do not recognize strategic position of SolMan 7.2 for SAP HANA and SAP S/4HANA

SAP HANA introduction tends to be carried out independently from SolMan upgrade

SolMan 7.2 has lower relevance for SAP S/4HANA introduction than expected

Do you consider SolMan 7.2 as strategic tool for SAP HANA implementation?

(n=88)

Mean: 2.61

39%

15%

30%

17%

0%

20%

40%

60%

no or lowrelevance

mediumrelevance

high or veryhigh

relevance

Don't know /no answer

Do you consider SolMan 7.2 as strategic tool for SAP S/4HANA implementation?

(n=88)

(n=50)

Top Findings

SAP HANA usage & implementation

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There is no general rule as to which company size is the most prone to use SAP HANA

40%

19%

40%

10%

42%

60%

81%

60%

90%

54%

0% 0% 0% 0%4%

0%

20%

40%

60%

80%

100%

A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)

Number of Employees

Development of SAP HANA usage by end of 2017

(n=85)

SAP HANA usage varies depending on company size

However, there is no noticeable rule as to which company size is most interested in SAP HANA since even small companies use SAP HANA

(n=81)

Current SAP HANA usage

30%

69%

1%

SAP HANA used

SAP HANA not used


43%

6%

38%

7% 5%

0%

10%

20%

30%

40%

50%

No usage HANA currentlypartly used - noexpansion till

2017

Partly HANAmigrationplanned

(expansion)

Complete HANAmigration


Top Findings

SolMan & SAP HANA

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Main reason to run SolMan 7.2 on SAP HANA is to gain initial experience of SAP HANA

To gain experience of SAP HANA (56%)

SAP HANA migration for long-term perspective (52%)

Improving SolMan performance (50%)

SAP HANA license includedfree of charge (38%)

Further reasons (2%)

(n=50, multiple answers allowed)

Why would you run SolMan 7.2 on SAP HANA databases?

Main reason to run SolMan 7.2 on SAP HANA is to gain experience of SAP HANA

Many companies are still uncertain about changing to SAP HANA

Top Findings

SAP Focused Solutions – Awareness & relevance

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Scheduled Focused Build has a lower relevance than non-planned ‘fictive’ Focused ITSM

Top Findings

Increased promotion is necessary to raise awareness of SAP Focused Solutions

Know / heard

about it

22%

Don't know / Never heard

about it

78%

(n=85)

Do you know SAP Focused Solutions?

11%

16%

5%

11%

11%

26%

16%

32%

21%

11%

32%

26%

11%

16%

37%

16%

32%

37%

11%

5%

11%

5%

5%

0 5 10 15 20

Focused ITSM

Focused Run

Focused Insights

Focused Build

Number of Companies

very high relevance

high relevance

medium relevance

low relevance

no relevance


BIT.Group GmbH –member of itelligence groupPreuschwitzer Str. 2002625 Bautzen

T +49 3591 5253-0F +49 3591 [email protected]

We make the most of SAP® solutions!

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Contact

Sebastian Herbig

Head of GMS Delivery Germany / Head of ALM Services

T +49 3591 5253-1267

M +49 171 88 82 32

[email protected]

Cooperation partners:

© 2016 – All rights reserved

Technical University of Dresden

Chair of Business Informatics, esp. Information Systems in Manufacturing and Commerce

[email protected]

Johannes Henning, B.Sc.

Masters student of Business Informatics atTechnical University of Dresden

[email protected]

BIT.Group GmbHApplication Lifecycle Management Services

[email protected]

Thank you for your attention!

Copyright itelligence AG - All rights reserved

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Change history

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Version Date Author Chapter / Page Changes

V1.0 November 4, 2016 Johannes Henning Original n/a

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