Application Life-Cycle Management
Implement High-Quality Solutions Faster and
Operate Them at Lower Cost
ALM Product Management
© SAP 2009 / Page 2
Disclaimer
This presentation is a preliminary version and not subject to your license agreement
or any other agreement with SAP. This document contains only intended strategies,
developments, and functionalities of the SAP product and services and is not
intended to be binding upon SAP to any particular course of business, product
strategy, and/or development. Please note that this document is subject to change
and may be changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document.
© SAP 2009 / Page 3
Application Life-Cycle Management
The Strategic Value
Accelerated
Innovation
• Value discovery and
realization
• Innovation without
upgrade
• Near-zero downtime
Operation
at lower cost
• Standardize, unify, and
automate operations
• Manage complexity
• Manage SLAs
With Application Life-Cycle Management,
customers implement high-quality solutions faster
and operate them at lower cost
Superior
Quality
• of SAP solutions,
customer
enhancements and
partner deployments
• in terms of functionality,
performance,
availability and security
© SAP 2009 / Page 4
Application Life-Cycle Management
In the Context of ITIL
Demand, Project and Portfolio Management
Service, Application and Project Portfolio Management
Project Management
IT
Reporting
IT
Analytics
IT Service Management
IT Services Catalogue
/ Service Level Management
Incident & Problem
Management /
Request Fulfilment
Change Management
Corporate
Functions
Financial
Management
(Budgeting,
Accounting, Asset
Accounting, Billing)
Sourcing
(Supplier /
Procurement /
Enterprise Asset /
License
Management)
Human Resources
(Skill / Resource /
Workforce
Management, Time
Management)
Risk & Compliance
Management
Marketing & Sales,
Customer
Satisfaction
CIO
Dashboards
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
Application
Incident
Management
Change
Control
Management
Infrastructure Management
Application Life-Cycle Management
© SAP 2009 / Page 5
Application Life-Cycle Management from SAP
Provides a Comprehensive and Integrated Solution
Application Life-Cycle Management from SAP provides processes, tools, services,and an organizational model to manage SAP and non-SAP solutions throughout the complete application life cycle
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
End-to-end Application Life-Cycle
Management processes
Leverage best practice processes
SAP Solution Manager and integrated
SAP and 3rd-party management tools
Optimize your tool portfolio
Service & Support Offerings
Gain access to experts
Educational Services
Empower your workforce
Organizational Aspects
Roadmaps (ASAP, Run SAP)
E2E Solution Operations standards
Organizational Model (Customer CoE)
© SAP 2009 / Page 6
SAP’s Commitment to Measurable Support KPIs
Application Life-Cycle Management as Important Value Enabler
CPU Utilization and "overall power
growth rate"
Storage Utilization and growth rate
Run & Maintain work required for
deploying support packages and
enhancement packages
Increase number of days without an outage
Reduce mean time to resolve
Reduce overall incidents
Number of emergency changes
Impact of change
Number of failed changes
On current technology stack
Number of redundant custom code/
objects; functionality available on
newer releases
Business Continuity Business Process Improvement
Protection of Investment and
Accelerated Innovation
Reduced Total Cost of Operations
Application
Life-Cycle
Management
SAP’s goal to provide a rating of application support via key performance indicators is
innovative and challenging. The extensive benchmarking phase and mapping of key
performance indicators to business value will allow customers to fully understand the
benefits of a comprehensive support program.Peter Wesche, research director, Gartner
“
© SAP 2009 / Page 7
Customer Proof Points
Application Life-Cycle Management is Real
”We implemented enhancement package 3 …. In comparison to the upgrade from R/3 4.6C to ECC 6.0 we could reduce the costs for installation, configuration, test & go-live of EHP3 by almost 10 times.”
Didier Magnien, Director Global SAP Systems, Sappi Limited
”Realized Benefits due to E2E Solution Operations: Up to $ 5 million (one time) due to performance optimization, up to $10 million p.a. due to data volume management, and IT Operations productivity increased by 100%.”Rinat Gimranov, CIO, Surgutneftegas
”System successfully supported Unilever end-of-year business target of shipping $732 million without any performance issues.”
Irlei Homero, IT Application Services Manager, Unilever Americas
”By eliminating recurring problems, SAP Solution Manager has let DuPont improve system availability by 18% and reduced average system response time by 58%.”
Michael J. Stoko, Director Global Operations, DuPont
Business Continuity Business Process Improvement
Protection of Investment
and Accelerated Innovation
Reduced Total
Cost of Operations
© SAP 2009 / Page 8
Application Life-Cycle Management
An approach in six phases
Application Life-Cycle Management follows the six phases
of ITIL application management.
SAP delivers high value for all phases of the life cycle.
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 9
Design Phase
Rapid prototyping and clear project scope
Application Life-Cycle Management assets
Design of future solution landscape available
Future business processes are defined and ready for
implementation
No data loss in the hand-over to build & test phase
Business benefit
Lower project risk through optimized technical infrastructure planning
Lower project cost though pre-configuration, roadmaps and standardized procedures
Less work for specifications by rapid prototyping
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 10
Build & Test Phase
Save up to 30% costs while improving quality
Application Life-Cycle Management assets
Configuration is managed centrally and is guided by
pre-defined configuration accelerators
All scope changes are tracked and signed off
All modifications are signed off by SAP
Scenario-oriented testing ensures solution integrity
Load tests support sizing and workload distribution
Testing and key user training is performed in one step
Business benefit
Save up to 30% of configuration and test costs
Lower project cost and increased business continuity
through reduction of unnecessary modifications
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 11
Deploy Phase
Go Live on time and on budget
Application Life-Cycle Management assets
All stakeholder and project team member collaborate
in one standardized quality process
All changes are approved in quality gates and
deployed in one transport consistently to the
production landscape
End to end scenario traces validate integration,
performance and data consistency
GoLive is signed off by SAP
Business benefit
Lower project risk because of synchronized
deployment
Higher business continuity and lower TCO by
improved quality
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 12
Operate Phase
Safeguard business continuity and minimize firefighting
Application Life-Cycle Management assets
Mission-critical processes are monitored continuously
Performance and data growth rate care monitored
continuously
Potential disruptions are detected and resolved
before the business is impacted
Business benefit
More than 99% business process availability
Increased business continuity by reduced downtime
Lower cost of operations as no additional tools are
required, e.g. for monitoring of business processes,
systems and interfaces
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 13
Optimize Phase
Continuous, non-disruptive improvement and TCO optimization
Application Life-Cycle Management assets
Improve usage, performance and usability of live
business process scenarios
Improve applications to fulfill regulatory, tax or other
changed legal requirements
Perform technical updates to support latest OS and
DB releases
Business benefit
Lower TCO though Reduction of existing database size and growth
of up to 25%
Built-in tools for change and quality management
Protection of investment by Innovation without upgrades Technology upgrades and maximum time for
return on investment and deployments (7-2)
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
© SAP 2009 / Page 14
Requirements Phase
Innovation demand of business departments is fulfilled
Application Life-Cycle Management assets
SAP provides full visibility of (innovation) offerings
provided by the SAP ecosystem
Innovation without upgrade is provided with yearly
Enhancement Packages
Delta configuration guidelines are provided to the
next best business practice
Business benefit
Lower project cost by 100% visibility of business requirements and SAP options
Higher business satisfaction by aligned business and
IT processes
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
Why SAP?
© SAP 2009 / Page 15
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
“ SAP is now the role model for the evolution of software support
offering an industry game-changing standard for transparency,
accountability and the clear measurement of value.
We remain strongly committed to helping our customers
both protect their investments and closely manage costs.
Léo Apotheker, CEO SAP
Only integrated and comprehensive offering to
cover the complete Application Life-cycle for
SAP and non-SAP systems
Tools, best practices, accelerators and consulting
services all from one vendor
Open to seamlessly integrate third part service
management solutions
Measurable Benefits for Business and IT (KPIs)
© SAP 2009 / Page 16
Holistic approach
Integration from project to solution
“Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a solution. It enables us to control every step, from the design, to the realization to the IT operation of the system, and guaranteeing a full tracking and a very effective introduction of the system. We considered we obtained substantial benefits with this adoption, reducing TCO and above all we were successful to manage complex projects and edge operations”
Martin Flegenheimer, IT Director, Ferrero Germany
Roadmap, Blueprint, and Implementation
Change Control Management
Maintenance
Management
Monitoring &
Reporting
Application Incident Management
TestingOperations
© SAP 2009 / Page 17
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
Application Life-Cycle Management
ALM Processes
Solution Documentation• Central documentation of processes, system
landscape, custom code, partner applications, …
Template Management• Standardize configuration
across multiple projects
Innovation Management• Discover and realize enhanced
business functionality
• Avoid disruption of business
Test Management• Change impact analysis
• End-to-end test management
Technical Operations• Central monitoring & alerting infrastrucutre
• Unique End-User Experience monitoring
• Central administration tools
Change Control Management• Integrated quality management
• Synchronized transports of various components
• Controlled and documented adjustment of
business processes incl. approval process
Maintenance Management• Management of corrective software
packages
Business Process Operations• Ensure business continuity
• Provide Business KPIs
• Business process benchmarking
Application Incident Management• Integrated service desk
• Involvement of partners in problem resolution
• Provide root-cause analysis for complex
landscapes with diverse technology stacks
Application Life-Cycle Management provides processes
to optimize business continuity and agility
Upgrade Management
• Comprehensive project support
for release transitions
© SAP 2009 / Page 18
Application Life-Cycle Management Processes
Across the Life-Cycle Phases
Application Life-Cycle Management
Requirements Design Build & Test Deploy Operate Optimize
Solution Documentation
Innovation Management
Template Management
Test
Management
Change Control Management
Application Incident Management
Technical Operations
Business Process Operations
Maintenance Management
Upgrade Management
© SAP 2009 / Page 19
Multiple Roads to Success
Define Your Own Roadmap to Application Life-Cycle Management
Define your own roadmap
to efficient application life-cycle
management depending on factors
such as:
the maturity of your IT processes
your IT projects and project pipeline
cost pressure and cost structure
compared with peers
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
Call to Action: Prioritize your pain points and consume the application life-cycle management cake in bite-size pieces!
© SAP 2009 / Page 20
Mission accomplished:
A single source of truth is established
All monitoring data
All test
information
All customer
developments
and functional
enhancements
The entire
documentation
All incident and
problem information
All training
information
All maintenance
activities
All service planning,
deliver and follow-up
information
All business processesAll systems
All service level information
All change
information
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
“End state objectives:
• Same Systems
• Same Performance
Warren Kaufmann, Associate Director, Colgate-Pamolive
•Same Information
•Same Processes Everywhere”
© SAP 2009 / Page 21
Licenses Services
SAP‘s Commercialization of
Application Life-cycle Management
SAP Enterprise Support
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Life-Cycle
Management
Solution Documentation
Process View
Solution Documentation Centrally document and relate business processes and technical information of SAP and non-SAP Solutions
ensuring transparency, efficient maintenance and collaboration
Create technical landscape
documentation
Create business process
documentation
Hand-over to
operations
Verify technical landscape
documentation
Update solution
documentation
Create solution
documentation
Documentation ScopeDocumentation
type
Solution Documentation
Capabilities
Technical Landscape Documentation
Implementation Content
Project Administration and Business Blueprint
Business Process Configuration
Solution Documentation Assistant
Project Reporting
Solution Directory
Verify business process
documentationHand-over to
operations
© SAP 2009 / Page 23
© SAP 2009 / Page 24
Solution Documentation
Key Capabilities
Technical Documentation:
Business Blueprint:
Solution Documentation Assistant:
• Provide central, reliable and
up-to-date system landscape
information for SAP and
third-party systems
• Analyze systems automatically
to provide a full-scale system
usage report and core
business process models
• Describe business processes
mapped to SAP and non-SAP
systems
© SAP 2009 / Page 25
Innovation Management
Process View
Innovation Management Represents the identification, adaptation and implementation of new and enhanced future-proof business
and technical scenarios
Is a part of the application lifecycle and is designed to decouple technical installation from business
innovation
Uses the SAP Solution Manager to implement the innovation in the system landscape
Demand SAP Service Marketplace
SAP Community Network
SAP Solution Composer
Business and
Technical Aspects Project Administration
Business Blueprint
Implementation Content
Maintenance Optimizer
Installation Tools
Enterprise Service
Repository / ES workplace
Configuration Central Template
Configuration
Business Process
Configuration
Custom Development
Documentation
Composition Environment/
Business Process
Management
Test Management Test Management
capabilities
Requirements Design Build Test
Quality ManagerBusiness
Process ExpertSystem
Administrator
Business
Process ExpertBusiness
Deploy
System
Administrator
Deployment Quality Gate Management
capabilities
© SAP 2009 / Page 26
Innovation Management
Key Capabilities
Implementation Content:
Business Process Configuration:
• Provide predefined business
scenarios and business processes
aligned with SAP Solution Maps
to enable projects to perform
scoping, configuration, and testing
• Creation of pre-configuration
and performance of configuration
activities to implement the
business processes as defined
in the Business Blueprint scope
© SAP 2009 / Page 27
Template Management
Process View
Template Management The template management approach allows customers with multi-site SAP installations to efficiently
manage their business processes across geographical distances – from initial template definition to
template implementation and template optimization, for example as part of a global rollout.
Innovation
Management
capabilities
Business Process
Configuration
Require-ments
Design Build Test
Template Creation and Update
Deploy Optimize
Business Process
Configuration
E-Learning
Management
Test Management
capabilities
Template Implementation
Project
Administration
Business
Blueprint
Project
Administration
Business
Blueprint
Solution Directory
Comparison and
Adjustment
Requirement rollback &
template update*
* Tool support with SAP Solution Manager
planned
Rollout of updated template
Solution Documentation
Assistant
Project Reporting
Project Reporting
GlobalASAP Template Roadmap
GlobalASAP Rollout Roadmap
© SAP 2009 / Page 28
Template Management
Key Capabilities
Template Blueprint and Business Process Configuration:
Template Comparison and Adjustment:
• Design and pre-configure
standardized business processes
and package them in a template for
global rollout
• Compare and validate current
values of configuration items of
many systems against a defined
target or standard configuration
Capabilities
Test Management
Process View
Test Management Functional and performance testing of SAP-centric business processes to ensure validated system
behaviour after software change events
Business Blueprint
Test Planning
Test System SetupTest Execution
Apply Changes
to Production
Change Impact
Analysis
SAP Solution
Update
New SAP
Solution
Test Scope IdentificationType of Change
Test Management Process
Test Option 1 Business Blueprint Test Workbench eCATT SAP Loadrunner
B.P. Change Analyzer SAP TDMS Root Cause Analysis
Test Option 2 Business Blueprint SAP Quality Center SAP TAO SAP Loadrunner
B.P. Change Analyzer SAP TDMS Root Cause Analysis
© SAP 2009 / Page 29
© SAP 2009 / Page 30
Test Management
Key Capabilities
Business Process Change Analyzer:
Test Workbench:
• Change Impact Analysis of
software changes on mission-
critical business processes
• Management of functional tests
from test planning to test execution
and test reporting
© SAP 2009 / Page 31
Change Control Management
Process View
Change Control Management Workflow-based management of business and technology-driven changes, with integrated project
management and synchronized deployment capabilities.
Standardized process leading to improved reliability of solution and minimized risk through segregation of
duties and transparency of changes
Efficient solution management – all project and system information is saved in SAP Solution Manager
Maintenance
Management
Innovation
Management
Test Management
Require-ments
Design Build Test
Change Control Management
Deploy Operate
Enhanced Change & Transport System (CTS+)
Quality Gate Management
Change Request Management (ChaRM)
Change Diagnostics
Configuration Validation
CDMC Solution
Documentation
© SAP 2009 / Page 32
Change Control Management
Key Capabilities
Quality Gate Management:
Enhanced Change & Transport System:
• Phase-based overview
of the status of software change
projects.
• The project phases are
governed by quality gates.
• Synchronizing transports of all
changes into subsequent systems
increasies transparency of the
software change process.
• One Transport Tool (CTS)
supports all development
workbenches and applications.
• The tools for creating applications
and content are the same.
• Integrated into the
different workbenches.
Application Incident Management
Process View
Application Incident Management … Enables a centralized and common incident and issue message processing in multiple organization levels
Offers a communication channel with all relevant stakeholders of an incident. The process includes
business user, SAP experts@customer, SAP Service&Support and Partner Support employees.
Is integrated in all ALM processes of SAP Solution Manager, in any SAP Business Suite solution and could
be connected to an NonSAP Help Desk application
Includes follow up activities as knowledge research, root cause analysis or Change Management
Business Department
Business Process execution
!
SAP SupportSupport Department @ Customer
SAP Problem Database
(Service Marketplace)
SAP support of complex
problems
Support classifies as
incident or problem
Support analyse, searches
and provides resolution
User reports incident
Capabilities Service Desk
3rd party Service Desk interface
Solution Database
Service Connections
Global Service & Support Backbone
Notes Assistant
Issue Management Service Desk for Service Provider
Root Cause Analysis
© SAP 2009 / Page 33
© SAP 2009 / Page 34
Application Incident Management
Key Capabilities
Service Desk:
Root Cause Analysis:
• Manage incidents between the
customer business unit and all
support levels: customer IT,
SAP Support and SAP partners.
• Due to the integration in SAP
applications, the Service Desk
gathers context data for the
incident.
• End-to-End Root Cause Analysis
• E2E Trace Analysis
• E2E Workload Analysis
• E2E Exception Analysis
• E2E Change Analysis
• Wily Introscope (Right to view
license)
• BMC Appsight for SAP Client
Diagnostics
© SAP 2009 / Page 35
Technical Operations
Process View
Technical Operations Represents all capabilities for monitoring, alerting, analysis and administration of SAP solutions
Allows customers to reduce TCO by predefined content and centralized tools for all aspects of operations
in SAP Solution Manager
Provides End-to-End reporting functionality either out-of-the-box or individually created by customers
Monitor Analyze Change
E2E Root Cause Analysis
End-to-End Trace
Analysis
End-to-End Change
Analysis
End-to-End Workload
Analysis
End-to-End Exception
Analysis
Technical Administration
Operational Guidance
(RunBook)
IT Calendar / Work
mode Management
Task Management
Central Tool Access
Technical Reporting
SAP EarlyWatch Alert (for Solutions)
Service Level Reporting
Standardized IT reporting
Customer specific reporting
Alert
Reporting
Technical Monitoring & Alerting
Status Monitoring
End User Experience Monitoring
Connection Monitoring
Scenario-specific monitoring (e.g. PI, BW,…)
Central Alert Inbox
Alert Correlation & Propagation
Central Template maintenance
Open data provider & consumer interface
© SAP 2009 / Page 36
Technical Operations
Key Capabilities
Technical Monitoring:
Technical Administration:
• Central monitoring & alerting
infrastructure.
• Central configuration & deployment
capabilities in conjunction with
system landscape-aware
predefined monitoring templates
• Intelligent alert calculation
engine to avoid alert-flooding.
• Tools and capabilities to support
Technical Management and
IT operations management
teams in the efficient planning,
implementation, execution, and
reporting of the day-to-day
operational activities.
Business Process Operation
Process View
Business Process Operation SAP Business Process Integration & Automation Management (BPIAM) comprises the most important
application related operations topics necessary to ensure the smooth and reliable flow of the core
business processes to meet a company's business requirements.
ALM Process
© SAP 2009 / Page 37
Business Process Operation
Key Capabilities
Business Process & Interface Monitoring:
Job Scheduling Management:
• Business Process Monitoring
• Solution Directory
• Service Desk
• Business Process Operations Reporting
• Service Level Reporting
• Job Documentation
• Solution Directory
• Service Desk
• Change Request Management
• Business Process Monitoring
• Integration with SAP Central Process
Scheduling by Redwood
• Business Process Operations Reporting
• Job Scheduling Health Check
© SAP 2009 / Page 38
Business Process Operation
Key Capabilities
Data Consistency Management:
Data Volume Management:
• Business Process Monitoring
• Data Consistency Toolbox
• Service Level Reporting
• Solution Directory
• Service Desk
• Data Consistency Check Reports
• Business Process Operations Reporting
• SAP Early Watch Alert
• Data Volume Management Cockpit
© SAP 2009 / Page 39
© SAP 2009 / Page 40
Detect
(potential) bug
Maintenance Management
Process View
Testing
Apply
collected fixes /
enhancements
Import SAP
Note(s)
Deploy
Changes
Plan Mainten-
ance Activity
Maintenance of SAP solutions SAP Notes provide a solution for known issues. SAP Notes are usually applied upon request (e.g. current
incident in productive environment, information from SAP about potential issue (Hot News, Security
Notes)).
SAP Notes are collected and released as Support Packages. Support Packages are applied to SAP
solutions to comply with legal requirements or run on latest technology.
Go
Live
Download &
Apply packages
Apply single
correction(s)
Note Assistant
(SNOTE)
Incident
Hot News
Security Note
Need to apply
Legal Change
Decision to
increase Support
Package level
Maintenance
Optimizer
Installation tools,
(e.g. SPAM,
SAINT, JSPM)
Apply SAP Notes
according Side-
Effect Report
Test Management
capabilities
Quality Gate
Management
capabilities
© SAP 2009 / Page 41
Maintenance Management
Key Capabilities
Note Assistant:
Maintenance Optimizer:
• Implement SAP Notes, which
have been delivered by SAP
service and support, as solution
proposal for a customer’s incident,
automatically
• Central access point for activities
to plan and download software
updates.
• Simplified process to identify
and download applicable
support items for all of systems, by
providing an organized, easy-to-
follow guided procedure
© SAP 2009 / Page 42
Upgrade Management
Process View
Upgrade Management Is the identification, adaptation and implementation of new and enhanced business and technical
scenarios
Uses the SAP Solution Manager to manage the upgrade project holistically and effectively end-to-end
Allows SAP customers to better understand and manage the major technical risks and challenges in an
upgrade project, and to make the upgrade project a “non-event for the business.”
Demand Upgrade Info Center
ASAP Methodology
Upgrade Roadmap
Upgrade Dependency
Analyzer
Business and
Technical Aspects Business Blueprint
Implementation Content
Solution Documentation
Assistant
Custom Development
Management Cockpit
Upgrade Tools
Configuration Technical Configuration
Business Process
Configuration
Custom Development
Run SAP Roadmap
Test Management Test Management
capabilities
E-learning
Management
Requirements Design Build Test
Quality ManagerBusiness
Process ExpertSystem
Administrator
Business
Process ExpertBusiness
Deploy
System
Administrator
Deployment Hand-over to Support
Quality Gate Management
capabilities
Data Conversions (Unicode)
© SAP 2009 / Page 44
SAP PPM by IDS Scheer
16. Monitor and
manage implemented
business processes
SAP CPS by
Redwood
14. Central Process
Scheduling
SAP Solution Manager
Extending functionality through integrated SAP Products
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
SAP Productivity
Pak by RWD
3. Create
BPP based
upon SAP
transaction
process
4. Transfer
business blueprint
and create test
requirements
SAP TAO
6. Requirements provide
information for components to
be generated by SAP TAO
SAP TDMS
8. Create test data
for test cases using the
Test Data Migration
Server (TDMS)
SAP
LoadRunner
by HP
10. Run Load Test
before GoLive
SAP Quality Center by HP
5.Build manual test cases
7. Compose test
cases based on
TAO components
12. Update project
analysis with test
results
SAP UEM by Knoa
15. Monitor and measure
end-user experience and
performance
11. Synchronize
defects between QC
Defect Management
and Solution Manager
Service Desk
2. Update blueprint
after redesigning the
current business
processes
1. Create business
processes
documentation
SAP Enterprise Modeling
by IDS Scheer
SAP Solution Manager Adapter
for Quality Center by HP
9.Run manual and
automatic test cases
SAP Extended
Diagnostics
13. Integrate 3rd party and
custom developed
applications in monitoring &
alerting infrastructure
© SAP 2009 / Page 45
Integration
of other SAP Components
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Project
Administration
Configuration
Test
Management
Enhanced Change
and Transport System
Job
Scheduling
Service
Desk
Business
Configuration
Business
Continuity
SAP RPM
SAP NWDI
SAP TDMS
SAP TAO
SAP CRM (ITSM)
SAP CPS
Change
Request
Management
SAP NetWeaver CESAP IDM
SAP GRC
BusinessBlueprint
© SAP 2009 / Page 46
Integration of 3rd
-Party Tools
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Technical
Documentation
BusinessBlueprint
E-Learning
Management
TestWorkbench
Enhanced Change
and Transport System
JobScheduling
Service
Desk
Technical
Monitoring
Change Request
Management
Interface types:
SAP Adapter
OEM
Open Interface
Partner Interface
Link
Planned
Links to documents in
external data warehouses
SAP Productivity
Pack by RWD
Links to other
training materials
SAP Central Process
Scheduling by RedwoodSAP Quality
Center by HP
CA Wily Introscope
BMC Appsight
Run Book
Automation
CMDB
CCMS-XBP
CCMS
ARIS
Open Service
Desk Interface
eCATT
HP OpenView
BMC Remedy
Open Service
Desk Interface
9 certified
solutions
24 certified
solutions
7 certified
solutions
Configuration
Non-SAP
Software
© SAP 2009 / Page 47
Integration with SAP Global Support Backbone
Receive remote support
Secure remote access
Remote connection (Solution Manager)
Application sharing (Netviewer)
Full access control
Remote service delivery
Transfer information
Forward incidents
Send SAP EarlyWatch Alert data
Retrieve information
Knowledge databases / communities
Software downloads and patches
Installation and license keys
Configuration templates
SAP
Service Marketplace
Global Support
Backbone
Knowledge
databaseCRM PLM
© SAP 2009 / Page 48
Define Your Roadmap for
Application Lifecycle Management
Manage incidents & requests for change
Basic
Configu-
ration
Immediate
StartInnovate & Upgrade
Test
Administer
Report Service Levels
Get SAP Solution Manager ready!
Projects
Extended configuration
Deploy Monitor processes and interfaces
Manage jobs
Manage volume
Monitor systems & users
Deploy
Maintenance of SAP software
Collaborate with SAP
Proactive Support and Mission Critical Support
Root Cause Analysis
Document Technical Landscape
Document Business Processes
Test
Exploitation Strategies
Projects Business Processes Systems
Implementation and Upgrade Application Focus NW Focus
Time to benefit from SAP Solution Manager is short
Low customer investment necessary
© SAP 2009 / Page 49
Documentation Types
How to get a Minimum Documentation and fully exploit the Value
SAP Solution Manager – Pre-Requisites for Key Capabilities & Services
SAP Solution Manager
Key Capabilities & Services
SAP Solution Manager capabilities
can be configured and implemented,
based on customer-specific priorities
and roadmaps
Individual services and guided
expert session for desired
configuration
The 4 Steps to fully exploit the value of
SAP Solution Manager
To achieve IT transparency
“Single Source of Truth”
To get access to specific SAP
Enterprise Support and SAP Solution
Manager capabilities
SAP Solution Manager enables you to establish a “Single Source of Truth” for the
support by your operations teams and organization
SAP
Support SLA
Custom Code
Documen-
tationBusiness
Process
Documentation
Modification
Justification
Check
Custom Code
Maintainability
Check
Root Cause Analysis
for Custom Code
Test Workbench &
eCATT
Configuration
Content
Test
Content
Upgrade
(Delta Configuration)
Business
Process
Monitoring
Accelerated
Innovation Enablement
Template
Management
Change Request
Management
Diagnostics
System
Monitoring
System
Administration
Technical SLA &
IT Reporting
Custom Development
Management Cockpit
Quality
Management
Service
Desk
Deploy (Q-Gate
Management, CTS+)
Solution
Documentation
Assistant
4
3
ASAP
Run SAP
for Industries
Run SAP
for Technology
Selected
CQCs*
Additional
CQCs*
* Continuous Quality Checks
Technical
Landscape
Documentation
1
2
Technical
Configuration of
Solution Manager
SAP Quality Center
by HP
SAP CPS by
Redwood
Documentation of Core Business Processes
Decision Tree
Decision Tree: How to come to a central and reliable business process
structure with related documents in SAP Solution Manager
Verify
Discover
Reuse
Transfer
Documentation
available
somewhere
Tool based
process structure
compatible to
SolMan
yes
yes
no
no
Process
structure
available
in SolMan
yes
no
Sign-off by
business
process expert
Continuous
verification
with SoDocA
Adjust
process
structure
Verify results
with business
process expert
Check
completeness
of structure
Upload/link
documents
Manual transfer
of process
structure
Sign-off by
business
process expert
Continuous
verification
with SoDocA
Adjust
process
structure
Verify results
with business
process expert
Verify process
structure
with SoDocA*
Verify
VerifyUpload/link
documents
Automated
transfer of
process
structure
Verify process
structure
and prepare
transfer to
SolMan
Create process
structure
with predefined
business content
and SoDocA
SoDocA = Solution Documentation Assistant
Upload/link
documents
Upload/link
documents
© SAP 2009 / Page 50
© SAP 2009 / Page 52
Expert-Guided Implementation
“Training on the Job” at Its Best
Training, practical experience, remote consulting
Day 1 Day 2 Day 3 Day 4 Day 5
SAP expert explains step-by-step
configuration using training materials
Execution, 2-3 hours on the same day
Participants have direct access to an
SAP expert who directly supports
them remotely, if necessary, during
the execution
Empowering, Web session, 1-2 hours each morning
Participants perform demonstrated steps
in their own project, on their own SAP
Solution Manager software
Expertise on demand, during execution
© SAP 2009 / Page 53
Expert Guidance
We solve key challenges
Complete Execution
We deliver a completesolution
Quality Management
We audit and providedirections
Enablement
We provide knowledgeand qualification
Leve
l o
f S
AP
E
ng
ag
em
en
t
PLANNING
Define business processand IT roadmap
BUILDING
Deploy initially or expand
RUNNING
Run and incrementallyimprove total cost and value
Road map Workshop
Installation of
SAP Solution Manager
Coaching for SAP Solution Manager
Going-live check for SAP
Solution Manager
Software Change Management:
Assessment
Quick start for projects
Test Management Optimization
IT Reporting setup
Business Process:
Monitoring
Business Process:
Document, & Test
Software Change Management:
Implementation
Initial configuration
Upgrade / Patching of
SAP Solution Manager
SAP Solution Manager Service Portfolio
© SAP 2009 / Page 54
SAP Solution Manager Roadmap Workshop
Deliverables
Identification of customer pain points by
interviews
Mapping of Solution Manager functionalities
against these pain points
Matrix of effort and value to identify quick wins
Based on SAP best practices and experience
Solut ion Documentat ionImplementat ion
Test Workbench
E2E Root Cause Analysis
Upgrade
Custom Development
Management Cockpit
E-Learning
Change Request
Management
Deployment & Q-Gate
ManagementMaintenance Optimizer
Business Process Monitoring
Inc ident & Problem
Management
Job Scheduling Management
System Administrat ion
System Landscape
Administrat ion
System Monitoring
Report ing
Top Issue Management
Ease of Implementation
Valu
e
high
value-
low effort
Prioritization of initiatives Roadmap
Consolidation of initiatives into a roadmap
Each initiative is described in detail
Implementation effort
Expected benefits
Look and feel
Customer experience
Explanation on how to leverage latest Solution
Manager release with minimum risk & costs
Technical path forward
© SAP 2009 / Page 55
Run SAP Training Curriculum:
Methodology and E2E Solution Operations Courses
Level 1 Methodology Level 2 Standards
Business Configuration
SMI310 (3d ILT): SAP Solution Manager:
Implementation Methodology and Tools in
Detail
Business Continuity
Quality Management
E2E060 (3d ILT): Customer Center of
Expertise
E2E040 (2d ILT): Run SAP – End-to-End
Solution Operations
How to Use How to Configure
E2E100 (5d ILT): E2E Root Cause Analysis
E2E200 (5d ILT): E2E Change Control
Management
* E2E220 (3d ILT): Test Management
E2E300 (5d ILT): Solution Support
Business Process
E2E400 (3d ILT): Technical Upgrade
Management & Unicode Conversion
E2E500 (3d ILT): Custom Development
Management
Application Mgmt. & Tech Operations
Application Management
Business Process Operations
Program Management Office
Custom Development
SM100 (5d ILT): SAP Solution Manager
for Operations of SAP Solutions
SM200 (5d ILT): SAP Solution Manager
Change Request Management
SM300 (3d ILT): SAP Solution Manager
Business Process Monitoring
Application Mgmt. & Tech Operations
Application Management
Business Process Operations
* E2E220 is scheduled to be released in Q4 2009 : Certification available
© SAP 2009 / Page 57
SAP Provides Aligned Methodologies
Along the Application Life Cycle
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
Run SAP
Optimize the
implementation
and ongoing
execution of
Application
Lifecycle
Management
Accelerated SAP
Streamline
implementation
and upgrade
projects
Application Lifecycle Management provides roadmaps
which cover the most typical customer situations
– implementation, operation, upgrade
SAP provides these roadmaps inside SAP Solution Manager
(incl. a roadmap tool)
© SAP 2009 / Page 58
Description
AcceleratedSAP methodology is a proven, repeatable and successful approach to
implementing SAP solutions across industries and customer environments.
AcceleratedSAP provides content, tools and expertise from thousands of successful
implementations.
AcceleratedSAP Methodology
Delivering Successful Solutions
Benefits
Transparent, proven approach helping the project team to really work as a team and
to reduce implementation time, costs and risks
Achieve better results since you base your project on the experiences others made before.
Both hard facts as well as soft skills are addressed
Knowledge management - use the Implementation Roadmap for SAP solutions to gather
knowledge on how to organize and run your implementation projects
© SAP 2009 / Page 59
Description
Run SAP provides the methodology and best practices to implement End to End
Solution Operations.
Phased methodology focusing on tangible cost reductions in operations.
The phases in the Run SAP road map are based on SAP standards for solution
operations, and structure the implementation
Run SAP Methodology
Best-in-class Methodology to Optimize Operations
Benefits
Improved know-how and skills
High degree of standardization and quality
Efficient tools and processes
Successful implementation of holistic solution operations
Reduction in costs of operating applications
Assessment &
Scoping
Design of
Operations
Setup of
Operations
Handover
into Production
Operations and
Optimization
E2E Solution
Operations
© SAP 2009 / Page 60
SAP standardizes E2E Solution Operations
Solution Implementation and Operations
Standards for SAP Solution Operations
SAP Standards for Solution Operations:
• Define mission-critical operations processes
• Provide Best Practices and Implementation
Roadmaps
• Based on a general organizational model
• Trainings/certifications are available
• Available for download at
http://service.sap.com/supportstandards
The standards allow you to set up best-in-class operations
© SAP 2009 / Page 61
Multiple Organizations are involved
in Application Lifecycle Management
CCC
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program Management Office (PMO)
End User,Key User
Application ManagementQUALITY MANAGEMENT
Integrated Q-Management, One Source of Truth
BusinessProcess Operation
Custom Development SAP Technical Operations
IT Infrastructure
IT
Organizational model for application lifecycle management
© SAP 2009 / Page 62
CCC
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program Management Office (PMO)
End User,Key User
Application Management
BusinessProcess Operation
Custom Development
SAP Technical Operations
IT Infrastructure
IT
The SAP Standards for Solution Operations
are Based on an Organizational Model
SAP Standards for Solution Operations define
Operations Processes
Exception Handling
Data Integrity
Change Request Management
Test Management
Upgrade
eSOA Readiness
System Administration
System Monitoring
Incident Management
Root Cause Analysis
Change Control Management
Solution Documentation
Remote SupportabilityBusiness Process and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional ConsistencyCustom Code Management
© SAP 2009 / Page 63
SAP Solution Manager supports
Mission-Critical Operations with Work Centers
Business
Process
Champions
Program
Management
Office
Application
Management
Technical
Operations
Monitor
Change
Request
Business
ChangeImplement
Change
Test
Change
Deploy
Change
Sign-off
Change
• based on SAP Standards
• role-based
• easy to use and learn
• available for SAP Solution Manager 7.0
Work Centers
Role-based user interfaces simplify the access to the
Application Lifecycle Management processes
© SAP 2009 / Page 64
Customer Center of Expertise
Quality Management and Single Source of Truth
The Customer COE drives transparency and integrated Quality
Management to ensure the implementation of SAP Solutions and the
normal flow of mission-critical business processes in the
organization
Central point of contact for mission-critical Situations – “Single source
of truth”
Ensure business continuity by ensuring the right processes and tools
are in place
Speed innovation by speeding implementation of business processes
Protection of investment: release and upgrade strategy (including
Enhancement Packages)
Reduce and maintain cost of operations
Standardization of Application Life-Cycle Management
for projects as well as solution operations:
methodologies, processes and tools
© SAP 2009 / Page 65
Establishing One Quality Process
Consistent and End-to-End Integrated
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
Q-Gate
Q-Gate
Q-Gate
Optimize Business BenefitQM for Business Process
Improvement
Accelerate InnovationQM for Protection of
Investment
Safeguarding Implementations & DeploymentsQM for Safeguarding Integration
Validation
Reduce Total Cost of OperationQM for Business
Continuity
Business
Configuration
Business
Continuity
© SAP 2009 / Page 66
primary
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program Management Office (PMO)
End User,Key User
Application ManagementQUALITY MANAGEMENT
Integrated Q-Management, One source of the Truth
BusinessProcess Operation
Custom Development
SAP Technical Operations
IT Infrastructure
IT
Customer Center of Expertise
Certification of Customer COE Organization by SAP
Functional certification by SAP
underscores a customer’s commitment to
continual improvement of its SAP solution
operations.
Two certificate levels are possible:
primary certification
advanced certification
Together, these levels offer a phased
approach to the validation of a Customer
COE organization’s full adoption of the
Run SAP methodology. Both levels of
certification require that the organization
comply with the SAP® Standards for
Solution Operations.
advanced
Text
Text
Text
Text
Text
Text
P
A
© SAP 2009 / Page 67
Efficient Application Lifecycle Management
Call to Action
Explore the Value and Scope of Establishing a Single Source of Truth
Define Your Roadmap for ALM Implementation
Implement SAP Solution Manager Enterprise Edition
Optimize Your IT Processes
Empower Your IT Organization
© SAP 2009 / Page 68
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ALM
Application Lifecycle Management:
Available information assets
service.sap.com/alm
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