Dlver Sap It Systems Operations
Transcript of Dlver Sap It Systems Operations
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Keynotes
A software product and running a software system reliable are not
necessarily the same.
Author: Donald Tatn
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Software Solutions Enterprises & Projects demands
Wide variety of different components
Complexity of software
Data processing is converting in enterprise business processes
Increase collaboration and globalization among enterprises Internet ( Value Chains Breaking boundaries )
Software demands
Increasing skills (Who operate the solutions?) Tools (HW,SW)
Holistic Operation
Synergy Operation
The focus: End users requirements for operating integrated business
processes
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Who Operate the Solutions?
There are results?
How are the qualities' results?
How is working your
teamwork?
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IT Infrastructures Requirements with flexibility facing up the challenges
High Performance
High availability
Low costs
Note: IT infrastructures must be able to adapt rapidly according to
changes of the business demands keeping the TCO as low as possible.
IT Goals
Simplify the HW and SW solutions
Defining and documenting enterprises common
politics.
Harmonizing enterprises methodologies.
Consolidating information
* SOE (Standard of Environment)
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What HW and SW features the enterprises need?
Functionality
Integrated solutions Connectivity
Flexibility
Scalability
Different countries
Different currencies
Different languages
Enterprises need HW and SW solutions that let them growing together. No
two enterprises are alike.
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PortalPortal
CRMCRM BI
BIERP
ERPSCM
SCMWeb
AppServer
Web
AppServer
Application Integration LayerApplication Integration Layer
Interface Interface Interface Interface Interface
Integrated Best of Breed model
Best-of-Breed Covering enterprises demands
Interface Interface Interface Interface Interface
Provider
A
Provider
B
Provider
C
Provider
D
Provider
E
Provider
F
Provider
G
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SAP Business Suite versus Best of Breed
SAP Portal Infrastructure
Web AS (As part of Netweaver)
SAP Portal Infrastructure
Web AS (As part of Netweaver)
3rd party
Apps
3rd party
Apps
SAP
CRM
Web AS
SAP
CRM
Web AS
SAP
BI
Web AS
SAP
BI
Web AS
SAP
ECC
Web AS
SAP
ECC
Web AS
SAP
SCM
Web As
SAP
SCM
Web As
Cust.
Apps
Web AS
Cust.
Apps
Web AS
Web
Content
& Serv
Web
Content
& Serv
Connector Connector Connector Connector Connector Connector Connector
SAP Exchange Infrastructure
Web AS (As part of Netweaver)
SAP Exchange Infrastructure
Web AS (As part of Netweaver)
Connector Plug-In Plug-In Plug-In Plug-In Plug-In Plug-In
Integrated SAP Business Suite Model based on the same
basic architecture (SOE).
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ITSM Reference Model
Must be tailored to meet the specific requirements of mission-
critical applications
SAP systems are mission critical
SAP needs System, Network, Design & Development Staff
Tasks required by ITSM
Service delivery processes
Service support processes
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Service delivery processes
Service-level, Availability, continuity, capacity & financial
management
Service support processes
Incident, Problem, Change, configuration & Release
management
The supply of IT is a service that supports user departments in performing
their respective tasks avoiding problems proactively.
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Service Level Management
Service levels define the quantity and quality of a service
Providing a good IT service level to divisions or departments to
line of business
Internal Departments, divisions or External clients act as
customers for IT areas
IT is always a service
A clear definition of the offered or services needed and the
services quality are also essentials prerequisites for strategic
planning and budgeting.
Enterprises dont operate computer systems and applications just for fun;
they operate them to support the business processes that are necessary to
make profits.
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Service Level Management definition
Performance Management
Availability Management
Risk minimization
How much availability do you need? How much administration do you
need? How much effort is required? based in the previous questions How
to manage people to maintain low TCO?
How the Service Level is measured?
Frequency of failures How much time between failures
Duration of failures
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Integrated Approach
Single Points of Failure
Holistic and coordinated
Examination
Hardware
Operating System
Application
Environment
In many cases, plans for high availability solutions are focused to the
central system (Most of cases are ERP systems). Every design of a high
availability concept must consider the entire business process.
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Organization of IT Department
Complex IT systems necessitate the distribution of tasks and
responsibilities among several people.
Two Central Areas
Front-End
Back-End
Most users in a company only notice the benefits and services on the IT
department when they arent available as needed or as usual.
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Mission Critical Services
Integrated Approach (IT Groups)
Infrastructure/Network Group
Basis Group
Application Group
Monitoring & HDesk group
Hardware
Operating System
Application
Environment
Depending on the size of the company, dedicated specialists can cover the
various task areas.
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The organizational structure will be tailored, where it is required to the
services to be provided.
IT Organization Approach
Server services Network
Server Operating system
Database
SAP BASIS
Application
End-user services network
End-user operating system
End-user GUI &
Back-Office support
End-user Front-end group
(Infrastructure or Network Group)
IT Basis Group
Application Group
Monitoring & HDesk Group
Single
Point of
contact
Back-End
Services
Front-End
Services
ProactiveSolutions
Mission Critical
Services
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IT Application Group
SAP Customization
ABAP programming
Report Definition
Administration and operation of all non-SAP applications
IT Monitoring and HDesk group
Monitoring all network devices Monitoring all servers
First level Helpdesk
Problem escalation and prosecution
IT Organization Approach responsibilities
To ensure that the customer or end user is not confronted with too many
different responsibilities, one group must assume total responsibility forthe service.
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End-user Front-end, Infrastructure/Network group
Network Administration
Front-end operating system
Engineering, integration and deployment of front-end software
Administration and operation of the messaging environment
Administration and operation of back-office applications
Administration and operation of Back-end solutions
IT Basis group
Administration all SAP servers
Administration all Databases Administration and operation of all systems modules Basis
Administration and operation of all SAP interfaces to non
SAP systems
IT Organization Approach
Each group working to manage problems proactively looking development
& maintaining low TCO
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IT
MANAGER
IT
MANAGER
Infrastructure
Manager
Infrastructure
Manager
Basis
Manager
Basis
Manager
Application
Manager
Application
Manager
AssistantAssistant
IT Organization proposal
To ensure that the customer or end user is not confronted with too many
different responsibilities, one group must assume total responsability forthe service.
Monitoring & HDesk
Coordinator
Front-End
ServicesSingle
Point of
contact
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Tasks and Roles
The operation of a productive SAP system also requires detailed
knowledge of the architecture, mode of operation, and administration ofthe OS and DB every group defining risk analysis.
SAP needs System, Network, Design & Development Staff
IT Basis group
System Administration (Errors
and dumps administration)
DB Administration
Software Logistics
Administration (Transports)
Netweaver Administration
Security Administration
User Administration
Printer & Jobs Administration
Server Administration
Storage Administration
IT Infrastructure/Network group
Network operating system
Administration
Infrastructure Security
Maintenance IP Address Plan
Maintenance Cabling Plan
System Maintenance, Inventory and
Monitoring
Change management
Network Services, Front-End & Back-
Office tools administration andprocurement planning
Maintenance Storage infrastructure
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Tasks and Roles
* Help-Desk, Events Planning & Virtual Documentation tools made
insoursing located in Intranet (SOE).
SAP needs System, Network, Design & Development Staff
IT HDesk/First Level Support
Pre-qualification of the requests
and messages
Application of documented
solutions to know the problems*
Escalation if standard solutions
are not successful
Call tracking system*
administration
Remote access solution control
System Teaching
Application Group
Customizing & Maintenance Application
Programming
Teaching
Planning, Implantation & Projects
Controls Making standard solutions
Change management
Harmonizing methodologies with
information consolidated
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IT Working Group Representation
Landscape Representation
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IT Infrastructure & Network Group
Infrastructure & Network Groups responsibilities scheme
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IT Basis Group
Basis Groups responsibilities scheme
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IT Basis Group
OSs, Basis & Databases activities over many SAP products based on WAS
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IT Application Group
Application Groups responsibilities scheme
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Monitoring & Help Desk responsibilities scheme
IT Monitoring & Help Desk
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Local & Virtual Global Service Desk
Monitoring/Help Desk Service characteristic with Infrastructure
& Application Group support based on SLAS
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HelpDesk
Group
SAP Basis/
Infrastructure/
Application
Group
Vendor
Technology
product
Service Desk Problem escalation and prosecution
1st Level1st Level 2nd Level2nd Level 3rd Level3rd Level
Short requestsShort requests Longer RequestsLonger Requests Complex RequestsComplex Requests
Non-standard
problemNo interim
Solution
Multi-Stage Problem Management
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Back-End Staff People Front-End Staff People
Proposal (HW & SW solutions
of Mission Critical)
Infrastructure
Network Group
Manager
Basis Group
Manager
IT Manager
Application Group
Manager
Assistant
& Staff
DBA
Hdesk Group
Coordinator
Technical
& Basis
People
HDeskPeople
System
Application
People
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References
Microsoft Strategy
http://www.microsoft.com/about/diversity/vision.mspx#strat
HP TCO
http://h30070.www3.hp.com/servicios/infraestructura_it/it_ar
qui_inte_costo_propiedad.html
SAP Press
Systems Operations BookSystems Operations Book
HP IT Infrastructure
http://h30070.www3.hp.com/servicios/infraestructura_it/index
.html