] Toronto District School Board SAP Support Model Sandy Peer, HRIS Manager Rolph Poorter, IT...

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Toronto District School BoardSAP Support Model

Sandy Peer, HRIS Manager

Rolph Poorter, IT Manager

Real Experience. Real Advantage.

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Agenda

1. Introduction2. SAP Implementation3. SAP Support Model4. Initiatives and Challenges5. Q&A


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Who is the Toronto District School Board? Largest publicly-funded school board in Canada Fourth largest in North America Approximately 600 schools serving more than

250,000 students each year Our Continuing Education department supports

student achievement and lifelong learning with delivery to approximately 197,000 students

Approximately 33,000 permanent staff and 8,000 part-time staff

A unionized environment with 10 collective agreements and 3 Associations each with terms and conditions


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TDSB: An Incredibly Diverse Community

Our student body speaks 80+ languages English is spoken at home by approximately 53%

of TDSB students Approximately 26% of our students were born

outside of Canada About 17% of our students receive some Special

Education support


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TDSB Student Achievements Over 40% of our graduates annually rank as

Ontario Scholars Approximately 90% of our graduates apply for

university or college admission Approximately 75% of all students entering Grade

9 graduate with an Ontario Secondary School Diploma (OSSD) within five years


[ TDSB

• 22 publicly elected Trustees • TDSB consists of two main operational areas that

fall under the Director of Education:• Academic• Administrative


[ TDSB SAP Landscape

The TDSB SAP Landscape is comprised of: R/3 Enterprise 4.7X200 CRM 2007 BI 7.00 ehp1 Enterprise Portal RMThis landscape interfaces with external applications

or subsystems of the TDSB network.


[ TDSB SAP LandscapeSAP Production Systems Non-SAP Applications

EP(Enterprise Portal)

BI(Business Intelligence)

CRM(Customer

Relationship Management)

R/3 4.7 Enterprise

RM(Records

Management)

Networked Printers

Smartfind Express(SFE)

RightFax

Active Directory (Single Sign On)

Microsoft Exchange Server

Cognos

Trillium

Figure 1 Figure 2


[ History of Implementation

R/3 1999 FI/CO (Finance) MM (Materials Management) PS (Project System) PM (Plant Maintenance)

2002

RE (Real Estate)

2006 OM (Organizational

Management), PA (Personnel Administration) Time Benefits Payroll

2009 AA (Asset Accounting)

EP/BI 2006

RM 2007 RM (Records Management)

CRM 2009 CRM (Case Management)


[ Facts and Figures

Some quick statistics for SAP at the TDSB:• There are approximately 10,000 users in the system

today. A typical day averages 350 concurrent users.• Over 1 million dialog (interactions) steps per week.• 7000 jobs executed in a typical week. Approximately

4000 are background jobs.• Approximately 500 documents sent externally per

weekday• Database usage: The total amount of used database

storage for SAP R/3 Production is approximately 2.5 Terabytes.

• Approximately 450 Helpdesk tickets are generated per month. A third of these are SAP security related.

• Approximately 700 requests (notifications) for system changes/corrections/enhancements of

which 150 are actively being worked on.


[ TDSB SAP Statistics

Active Purchasing Vendors – 11,200 Purchase Orders – 60,000 Invoices Processed – 270,000 Work Orders – 182,000 Buildings – 700 covering 48,000,000 sq ft Pay Statements – 34,500 every two weeks T4/T4A – 48,700 Special Education Cases – 17,000


[ Recap

We are a very large and diverse organization with many complexities which are reflected in our SAP Systems.

What is the TDSB support model?


[ TDSB SAP Support Model

• Functional Team• Functional Analysts• Business Specialists • Super Users

• Technical Team• Basis• ABAP• Security• BI• CRM

• Integration Test Team

• Training, Help Desk and Documentation Teams



• Functional Team • The Functional Team is complemented by

Super Users as well consulting support on an as needed basis.

• Technical Team • The Technical Team is complemented by other

IT Groups (e.g. networks, database, storage, etc.).

• Support Teams• Integration Test Teams • Training/Documentation Teams • Help Desk Teams



SAP is supported in a Corporate manner at TDSB with management staff dedicated to specific modules of SAP support as part of their overall portfolio. This staff is classified as the Functional Team Lead of each module(s).

In the individual modules the Team Leads carry their system responsibilities as part of their daily departmental operations.

For cross functional changes or information that affects more than one module the Team Leads co-ordinate with each other as necessary.

Also the Team Leads meet bi-weekly as members of the SAP Operations Committee.

The SAP Operations Committee also has members from the Technical and Support Teams.


[ How Does TDSB Support Function?

1. Managing Change2. Tools3. COE


[ Managing ChangeRequirements

TDSB wanted to leverage existing SAP capabilities to track system changes

TDSB required a tracking system where attachments could be housed such as change requests, business processes and user signoff documentation

The tracking system needed to be utilized by all modules

The tracking system needed to meet all of the audit requirements


[ Managing Change Development Solution Manager, in an earlier version (circa 2005),

did not meet all of the requirements for managing change.

TDSB decided to build on the PM notification area of SAP to track and document all system changes as it met most of the criteria for tracking SAP changes.

The TDSB change management process was updated to include a requirement for each system change to have a notification number for tracking purposes.

We had the in-house capability to support the PM notifications.

We are able to run reports and dashboards to monitor the progress of the

notifications.


[ ToolsEPI-Use The data synchronization module is used for testing and

troubleshooting. The variance monitor is used for comparison purposes.HP Quality Centre Building test plans and scenariosHP Quick Test Professional Automated testing scriptsPM Notifications System Change RequestRemedy Help Desk TicketsRWD Training Material and Support DocumentationSolution Manager Manage the Technical Environment and Enterprise

Service Delivery with SAP


[ CCoE, what is it?

Competency Center????Center of Excellence???Certified Center of Excellence??Certified Center of Expertise?CCoE means Customer Center of

Expertise


[ Customer Center of Expertise

The CCoE certification certifies essential quality management functions that were implemented based on SAP Solution Manager features

TDSB received certification by working collaboratively with the SAP Enterprise Support Advisor on the certification process which includes the following steps:1. Initial benchmarking through online survey2. Onsite assessment and audit3. Provision of service report and certification

results4. Discussion of action plan for continuous

improvement



As a certified CCoE the TDSB can:1. Have on-demand access to the root-cause-analysis

back office at SAP for critical situations and emergencies

2. Be entitled to schedule regular expert sessions with SAP center of expertise engineers, subject to availability



Next Steps:1. Integrating existing change management and

quality testing with Solution Manager in order to speed up deployments

2. In addition, this will reduce downtime through built-in provision of standardized diagnostic tools, integration testing, and business process monitoring

3. Use of consistent tools and methodologies across heterogeneous landscapes

Guidelines located on the SAP Service Marketplace http://service.sap.com/coe


[ Center of Expertise

Online knowledge transfer sessions on various topics targeted specifically at the needs of a certified COE. At the end of each session, you are given the opportunity to address your questions directly to the SAP expert.

Free access to SAP Online Knowledge Products. You can add up to 10 users from your COE to this list. You can also find information and the user registration link here: www.service.sap.com/RKT.

Labeling of messages from certified COEs. Messages from certified COEs will be labeled in SAP Active Global Support.

Ranking of messages from certified COEs. A higher ranking in the message queue is assigned to messages from certified COEs that are issued through the SAP Solution Manager.


[ TDSB SAP Initiatives

Expansion of Solution Manager Sales and Distribution Project Accounts Payable Invoice Automation Funds Management Expand BI for full reporting


[ TDSB SAP Challenges

Technical Upgrade Functional Upgrade (e.g. ESS, MSS) Tool Sets Funding Ministry/Legislative Initiatives Identity Management Skill Sets for newer technologies (i.e. WebUI vs.

ABAP)


[ Questions?§ Contact Us:

[email protected]

[email protected]


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] Thank you for participating. Please remember to complete and return your

evaluation form following this session.

For ongoing education on this area of focus, visit the Year-Round Community page at www.asug.com/yrc

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