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Annex 4

UNRWA ERP Project

Operation Procedures

The information contained in this document is proprietary. Copyright © 2011 Capgemini. All rights reserved


VERSION CONTROL AND CHANGE HISTORY

Date Version

Author Description

15/11/2014

V1.0 Initial release

22/12/2014

V1.1 Document updated with other procedures and David feedback

REVIEW AND APPROVAL

Name Company / Title Document Version

Signature Date

Capgemini SAP Tech Service Manager V1.0

Capgemini Quality Assurance V1.0

UNRWA Technical Infrastructure Stream Leader

V1.0

UNRWA ERP Director V1.0

DISTRIBUTION

Name Company / Title Document Version Date

SOURCE FILE LOCATION

Source File Location Access Responsible

Refeference: Version: 1.1 Date: 2014 12 22 pag. 2 of 24


TABLE OF CONTENTS

1. INTRODUCTION...................................................................................................................................... 52. ROLES INVOLVED................................................................................................................................. 63. INCIDENT MANAGEMENT..................................................................................................................... 7

3.1 Assumptions, constraints and naming convention........................................................................73.1.1 Working time............................................................................................................................... 7

3.1.2 Service Scope............................................................................................................................. 7

3.1.3 Incident classification.................................................................................................................. 7

3.1.4 Incident Request Form................................................................................................................7

3.1.5 Incident Log................................................................................................................................. 8

3.2 Workflow............................................................................................................................................. 84. USER MANAGEMENT..........................................................................................................................10

4.1 Assumptions, constraints and naming convention......................................................................104.1.1 Working time............................................................................................................................. 10

4.1.2 Service Scope........................................................................................................................... 10

4.1.3 User Management Tasks..........................................................................................................10

4.1.4 User Management Task Request Form....................................................................................10

4.1.5 User Management Log..............................................................................................................10

4.2 Workflow........................................................................................................................................... 105. CLIENT MANAGEMENT.......................................................................................................................12


5.1.1 Client Management Tasks.........................................................................................................12

5.1.2 Request Form........................................................................................................................... 12

5.1.3 Central Log................................................................................................................................ 12

5.2 Workflow........................................................................................................................................... 126. SW MAINTENANCE AND PATCH MANAGEMENT.............................................................................14


6.1.2 SW Maintenance and patch Management Tasks......................................................................14

6.1.3 Request Form........................................................................................................................... 14

6.1.4 Central Log................................................................................................................................ 14

6.2 Workflow........................................................................................................................................... 147. TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT..........................................................16




7.1.2 Service Scope........................................................................................................................... 16

7.1.3 Transport and Change Configuration Alignment Tasks.............................................................16

7.1.4 Transport and Alignment Request Form...................................................................................16

7.1.5 Transport and Alignment Central Log.......................................................................................16

7.2 Workflow........................................................................................................................................... 168. SAP OSS SUPPORT............................................................................................................................. 18


8.1.2 Transport and Alignment Tasks................................................................................................18

8.1.3 Request Form........................................................................................................................... 18

8.1.4 Central Log................................................................................................................................ 18

8.2 Workflow........................................................................................................................................... 189. MONITORING AND ADMINISTRATION...............................................................................................20


9.1.2 Service Scope........................................................................................................................... 20


10. SAP SYSTEM REFRESH AND RESTORE.......................................................................................2110.1 Assumptions, constraints and naming convention.................................................................21

10.1.1 Working time............................................................................................................................. 21


10.1.3 Central Log................................................................................................................................ 21

10.2 Workflow...................................................................................................................................... 2111. PERFORMANCE AND TUNING (BACKEND AND FRONTEND)....................................................23

11.1 Assumptions, constraints and naming convention.................................................................2311.1.1 Working time............................................................................................................................. 23

11.1.2 Service Scope........................................................................................................................... 23


12. REPORT AND KPI............................................................................................................................ 2412.1 Assumptions, constraints and naming convention.................................................................24

12.1.1 Working time............................................................................................................................. 24

12.1.2 Service Scope........................................................................................................................... 24




1. INTRODUCTIONThe purpose of this landscape in scope of the service document is to define the operation procedures for UNRWA SAP Landscape Management. Each procedure defines actions and workflow between the different actors involved in the operational procedures and once in production also the SLA

This is described in the “UNRWA Technical Architecture Master Document”. The layer in scope is SAP Basis plus Citrix Presentation servers.

Hosting Service including Virtualization Layer, Storage, Backup, Network, Netscaler and domain management is in charge to UNGCS.

For each procedure we will have a chapter structured as follow:

Assumptions, constraints and naming convention Roles involved in the procedure, with actual names and contact details Workflow Service Report

SLA and KPI for all the procedure/service described here are defined in the Annex Service Catalog.



2. ROLES INVOLVEDThe table below describes the roles involved in the procedures.

Alias Company Description Actual Name / Contact detail

SAP Tech Contract SAP Basis TeamSAP Operation SM Contract SAP Operation Service Manager

UNRWA FEI SM UNRWA UNRWA Front End Infrastructure Manager

UNRWA BEI SM UNRWA UNRWA Back End Infrastructure Manager

GSC SM UNCGS UNGSC Service Manager

GSC Infra UNGCS UNGSC Infrastructure Manager

DM Contract Delivery ManagerSAP Security Contract SAP Roles& profile

HR SL UNRWA Stream Leader - HR

SCM SL Contract Stream Leader - SCM

FIN SL Contract Stream Leader - FINPSM SL Contract Stream Leader - PSMABAP SL Contract Stream Leader – DevelopmentIntegration SL Contract Stream Leader – Integration HubTraining Leader Contract Training LeaderPM Contract Project ManagerSAP Help UNRWA SAP UNRWA HelpUNRWA DM UNRWA UNRWA Delivery ManagerHR SAP Security UNRWA HR SAP Roles& profile

UNRWA PM UNRWA UNRWA Project Director



3. INCIDENT MANAGEMENT

3.1 Assumptions, constraints and naming convention3.1.1 Working time

UNRWA Agency working hours are 07.30-18.00 Amman Time (GMT+2) Sunday-Friday, which covers working hours across all of UNRWA’s Fields. The UNRWA project team working hours are Sunday – Thursday, 08.00-17.00 Amman Time (GMT+2)

3.1.2 Service ScopeThe scope of the service is only SAP Basis and Citrix presentation server. As second level of support is foreseen:

UNGCS: for all Hosting, Virtualization and OS Management, Storage, Backup, D/R tools, Network, UNRWA Domain

SAP AG: for all issues related to the SAP Standard SW

Citrix Support: for all issues related to the Citrix Standard SW

3.1.3 Incident classificationThe table below describes the category of incidents

Incident category DescriptionCritical (Highest) All Core Business Processes seriously impacted with economic damage (Application

Data Corruption, long period time system unavailable…)High Core Business Process impacted with economic damage (the application/system in

partially available)Medium Non-Core Business Process are impacted with economic damage

Low Non-Core Business Process are impacted without economic damage

3.1.4 Incident Request FormThe Incident request must be sent by email to SAP help team and the form must contain the following elements:

System/Client impacted

Incident Type (Transaction, Report ….)

Transaction/Report code (*)

Details, requirement, problem description

Steps to reproduce the issue (if possible)

Screen shots and log reference

Contact person for details and clarification

(*)The Transaction/Report SAP code is at the bottom of the screen, near the system ID, after you click on the arrow near the SID (in the example the SID is UEQ) as shown below:



When the request needs to be addressed to SAP-Tech Team, it will be addressed by an email.

Example of Incident Form:

3.1.5 Incident LogThe Incident log is managed though the Teamforge Tracker “SAPTech-Ticket”, Incident Category. The Monthly Report contains the incident log. The ticket number is the number of artifact in Teamforge corresponding to the Incident.

3.2 WorkflowThe following Diagram describes the Incident Management Workflow



4. USER MANAGEMENT


The user creation and master data modification is performed 09:00 – 18:00 Amman Time (GMT+2) Monday-Friday, while the reset password, lock and unlock users is managed as incident.

4.1.2 Service ScopeThe scope of the service is

Citrix Account Creation

SAP Account creation in the SAP System in Scope.

SAP Roles and profile attach

Naming convention used for the User ID is always the UNRWA Domain one.

4.1.3 User Management TasksThe table below describes the task types covered

Task DescriptionCitrix Account Creation/Modification

The user account domain is added to Citrix OU for SAP according to the user type a Citrix desktop is provided

SAP User Creation/Modification

Using the same UNRWA Domain account ID a SAP User is created in the SAP System and client identified in the request

Roles Attachment Normally with the same User Creation a SAP Role is attached within the same request. Could be possible after a user creation to attach the change of the SAP Role assigned

Lock/Unock Users It is possible to Lock or Unlock single or group of users.

Reset Password The user can ask to have the reset of the password

4.1.4 User Management Task Request FormThe request must contain the following elements:

Network ID (the Domain user account)

First Name, Last Name

eMail

Citrix Desktop Type

SAP System/Client

SAP Role to be added

NetworkID First Name Last Name email Ctx Type Client SAP Role

bennettm Mark Bennett [email protected] Standard UET.330 UNRWA_TRAINING

4.1.5 User Management LogIn the Monthly Report there is a log of the User Management Tasks performed in the period

4.2 WorkflowThe following Diagram describes the Incident Management Workflow


User Managent WorkflowUN

RWA

SMSA

P Help

SAP T

ech

UNRW

A Us

ers

PerformIdentify/Request Analyze & Plan

Send Reset Pwd request To: SAP

HelpCC: UNRWA SM

identifing (System, Client,

UserID)

start

Logon to the SAP System and client

reset Pwd

Send the feedbackTo: Sender

CC: UNRWA SM

Analyse the request, all the information and item are

available,Prioritize the UM Task

execution timeSend the feedback

To: UNRWA SM

Can SAP Tech perform the

the UM Task?

Update User Management log

No

Logon to the SAP System and client and execute the

UM Task

Yes

End

Collect all the mandatory

Information for the UM Task

start

Send the requestTo: SAP Tech

Send the feedback specifing the missing info

To: UNRWA SM



5. CLIENT MANAGEMENT


The Client Management is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

5.1.1 Client Management TasksThe table below describes the task types covered by the SAP Client Management Service:

SAP Client ManagementCcopy Client Copy

RCcopy Remote Client Copy

Cexport/Import Client Export & ImportCsetting Client Setting changes

5.1.2 Request FormThe request must contain the following elements:

Creation method (Copy Client, Remote Copy Client, Export/Import)

Client number proposed

Source Client and Content (Customizing, Application data, User master Record source)

Description of reason for the request

5.1.3 Central LogThe Central log is managed though a Teamforge Tracker.

5.2 WorkflowThe following Diagram describes the Client Management Workflow



6. SW MAINTENANCE AND PATCH MANAGEMENT


The SW Maintenance and patch Management is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

6.1.2 SW Maintenance and patch Management TasksThe table below describes the task types covered by SW Maintenance and patch Management service:

SW Maintenance and Patch ManagementOS Patches OS Patches and security updateDB Patches DB PatchesKernel Patches SAP Kernel Patches InstallationSAP Gui and User interface Update

SAP GUI and Frontend SW update on Citrix Farm

SP Install Support Package InstallationEhP Install Enanchment Package Installation


Description of the patch to be managed

Kind of installation need (SP, EhP,..)

6.1.4 Central LogIn the Monthly Report there is a log of the SW Maintenance and patch Management tasks performed in the period

6.2 WorkflowThe following Diagram describes the SW Maintenance and patch Management Workflow



7. TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT


The transport and change configuration alignment is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

7.1.2 Service ScopeThe scope of the service is to transport Urgent and Normal corrections and Align SAP Environments.

7.1.3 Transport and Change Configuration Alignment TasksThe table below describes the task types covered:

Transport and Change Configuration alignmentUCORR Urgent Corrections

NCORR Normal CorrectionsTRAlign Changes alignment report

7.1.4 Transport and Alignment Request FormThe request must contain the following elements:

ID of the correction

Name of the correction

From witch environment to where

Sequency

7.1.5 Transport and Alignment Central LogIn the Monthly Report there is a log of the Transport and Alignment performed in the period

7.2 WorkflowThe following Diagram describes the Transport and Change Configuration Alignment Workflow



8. SAP OSS SUPPORT

8.1 Assumptions, constraints and naming convention

8.1.1 Working timeThe Sap OSS Support is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

8.1.2 Transport and Alignment TasksThe table below describes the task types covered by the Service:

SAP OSS SupportOSSNote OSS Note/Patches ApplicationSCCRKey Modification Key (SCCR) issueOSSConnect OSS ConnectionRouter SAP Router Config Update


System impacted

Client

OSS description

8.1.4 Central LogIn the Monthly Report there is a log of the SAP OSS Support tasks performed in the period

8.2 WorkflowThe following Diagram describes the SAP OSS Support Workflow



9. MONITORING AND ADMINISTRATION

9.1 Assumptions, constraints and naming convention

9.1.1 Working timeThe Monitoring and Administration Support is performed at 08.00 AM Amman Time (GMT+2) Monday-Friday.

9.1.2 Service ScopeThe scope of the service is to monitor and to manage Systems activities in order to ensure the best functionality of the landscape.

9.1.3 Transport and Alignment TasksThe table below describes the task types covered by the service:

Monitoring and AdministrationDB Check Availability, Disk and Database space, Update TasksSAP System Check Availability, System Log Analysis (SM21), DUMP Analysis

(ST22) and Enquee Entries (SM13)Batch Monitor Schedule, Batch Processing, errors..Interface Monitor tRFC queues, Ale/IDOC, queue, SCOT ..Frontend Farm Citrix component Availability (Xenapp, Store front, Licence

Server, data store) Printing spool availabilityFrontend Infrastructure Desktop, facility, FO connectivity, printer managementNetwork and connectiitiy Firewall, routing, DNS, included NetscalerBackup Check Schedule, Backup execution checkOS, VMWare check Availability, Resource Usage, CPU, RAMStorage Check Availability, Disk space , trend, Disk/device corruption



10. SAP SYSTEM REFRESH AND RESTORE


The SAP System refresh and restore is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

10.1.2 Transport and Alignment Tasks

The table below describes the task types covered by the Service:

SAP System refresh and restoreSys Homogenous Sys Copy System Export and ImportRestore Simulation Restore test execution on PreproductionRestore Production Restore Procedure

10.1.3 Central LogIn the Monthly Report there is a log of the SAP System refresh and restore tasks performed in the period

10.2 WorkflowThe following Diagram describes the SAP System refresh and restore Workflow



11. PERFORMANCE AND TUNING (BACKEND AND FRONTEND)


The Performance and Tuning (backend and frontend) is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

11.1.2 Service ScopeThe scope of the service is to tuning Systems performance in order to ensure the best functionality and tuning.


Performance and Tuning (Backend and frontend)SAP System Optimization SAP Transaction analysis and trend SAP profiles optimization,

EWA recommendation applicationWork load distribution Schedule, Batch Processing, errors..DB Reorg Availability, Disk and Database space, Update TasksOS Tuning tRFC queues, Ale/IDOC, queue, SCOT ..Infrastructure tuning VM distribution on phisical, storage otpimization, Network

QAS and optimization



12. REPORT AND KPI


The Report and KPI is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.

12.1.2 Service ScopeThe scope of the service is to report Service Activities performed during a specific period.


Report and KPISAP EWA SAP Solution Manager Early Watch Alert

NW Service Monthly Report Service report include all the administration tasks performed and the SLA reports

Resource Usage VM CPU, RAM, Storage, Backup utilization report

Response time Average Dialog Response Time SAP standard transaction in production

VM Availability Availability of Productive VMs included Storage and Backup Infrastructure

Network availability Availability of Network and connectivity included Netscaler

SAP Availability Availability of Productive SAP Instances


Introduction · Web viewThe layer in scope is SAP Basis plus Citrix Presentation servers. Hosting...

Documents

Transcript of Introduction · Web viewThe layer in scope is SAP Basis plus Citrix Presentation servers. Hosting...