INTERNAL RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail June 2011.
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Transcript of INTERNAL RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail June 2011.
INTERNAL
RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail
June 2011
© 2011 SAP AG. All rights reserved. 2
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 3
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 4
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SAP BRINGS TOGETHER SOFTWARE AND SERVICES IN A NEW OFFERING THAT GIVES YOU ESSENTIAL IT SERVICE DESK OPERATION FUNCTIONALITY QUICKLY AND AFFORDABLY
Preconfigured software to eliminate the guesswork
Rapid delivery in six to eight weeks, using SAP consulting
An affordable priced solution
A clear path to your full IT service desk vision
Preconfigured IT Service Desk Operation software and services enabling rapid deployment
© 2011 SAP AG. All rights reserved. 5
Immediate Value From Pre-configured ContentYou Get What You Need to Run Your Business ‘Out-of-the-box’
Clearly defined scope
Includes pre-configuration content and knowledge transfer to key users
Fast-track implementation methodology
Enables you to go live in six to eight weeks
Powerful solution for incident, problem, and knowledge management delivered ‘out of the box’ based on SAP IT Service Management
Start fast with what’s most important and expand later
Value Adding Quick and Lean
Flexible pricing – ‘only pay for what you need’
Attractive fixed-price services
Reduced resource requirement from Business and IT
Cost-effective
© 2011 SAP AG. All rights reserved. 6
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 7
As a CIO, What Are Your Top Issues Today?
Top of mind issuesHow do I streamline reactive IT maintenance and support?
How can I quickly adopt best practices and compare these to my industry peers?
How do I implement proactive maintenance?
How do I take control of IT operations budgets and free up funds to invest in IT strategy and implementation?
Where do I start?
© 2011 SAP AG. All rights reserved. 8
The Business Challenge
Customer Pain Points Majority of the operations budget spent reacting to incidents
and problems In-ability to move from reactive to pro-active maintenance Escalations suck up resources Poor processes Lack of insight Little systematic IT improvement
Customer Goals/Needs Quickly adopt best practices and compare to the industry
peers Implement pro-active maintenance Take control of IT operations budgets and free up funds to
invest in IT strategy and implementation
© 2011 SAP AG. All rights reserved. 9
SAP IT Service Management versus SAP IT Service Desk Operation rapid-deployment solution
SAP IT Service Desk Operation rapid-deployment solution: Fast time-to-value IT Service Desk packaged offering with fixed implementation scope*
SAP IT Service Management: Full access to all SAP IT Service Management processes; implementation scope needs to be defined individually*
Service Desk (Interaction Center) Web Self-Services Incident & Service Request Management () Incident Mgmt only
Problem Management Change Management Knowledge Article Management Service Asset & Configuration Mgmt Service Level Management IT Analytics () Online list reporting BW and Online list reporting
* SAP IT Service Desk Operation rapid-deployment solution can be used as a first-step implementation, on top of which further processes, e.g. change management, are implemented on case-by-case basis.
© 2011 SAP AG. All rights reserved. 10
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 11
Software to Give You Compelling IT Service Desk Operation Functionality Quickly and Affordably
What‘s in SAP IT Service Desk OperationIT Service DeskIncident & Problem ManagementKnowledge Article ManagementOnline Monitoring & Reporting
SAP Rapid Deployment solutions value profilePreconfigured software – eliminates guessworkRapid implementation time in six to eight weeks *Faster time to value than comparative solutionsLow cost implementation, fixed scope, and fixed priceSimple buying process A clear path to your full IT service desk vision
Key Benefits:Provide IT service desk agents with an easy-to-use application interface for working in a wide array of
communication channelsCapture, document, track, investigate, and resolve all user requests – from creation to solution
implementationDocument solution-related content and provide this information – through search functionality – to both the
IT service desk agents and end usersEnable concise reporting and monitoring of IT service processes and performance* Actual implementation time depends on customer requirements and specific customer situation.
© 2011 SAP AG. All rights reserved. 12
IT Service Desk
IT Service DeskAccording to the Information Technology Infrastructure Library (ITIL), an IT service desk is a primary IT capability involved inpracticing IT service management (ITSM). The IT service desk is intended to provide a single point of contact (SPOC), which can help organizations meet the communications needs of their users and IT staff while satisfying both customer and IT provider objectives.
Key Process Flows CoveredAccount/customer and employee identification
with identification of configuration items Role-based access Integrated knowledge article search and
provisioning Access to incident and problem managementAgent inbox Rule modeler for ticket dispatchingOptional integration with SAP Business
Communication Management or third-party telephony system
© 2011 SAP AG. All rights reserved. 13
Incident and Problem Management
Incident and Problem ManagementAn incident is an exception to standard IT operations that interrupts or reduces the quality of a service. With the rapid deployment solution for SAP IT Service Desk Operation, organizations gain best practices for supporting the process of managing incidents. This offering enables service desk agents to resolve incident-related issues quickly and efficiently.
Key Process Flows CoveredAuto complete Discovery of related problems and knowledge
articles Dispatch Display of object relationships Knowledge article integration Follow-up transactions Related transactions Processing logE-Mail Response Management SystemService Level Agreement with one response
profile and one reaction profile (only valid for Incident Management)
© 2011 SAP AG. All rights reserved. 14
Knowledge Article Management
Knowledge Article ManagementTo ensure efficient incident processing, organizations can use knowledge articles - as part of implementing SAP IT Service Desk Operation - to help IT support personnel share information on known issues. Withsuch functionality, the IT team can more effectively resolve processing issues.
Key Process Flows CoveredFaster access to specific information through
categorization and full text search Multilingual and multiple text authoringAttachment capability and special authorization
scopes
© 2011 SAP AG. All rights reserved. 15
Online Monitoring and Reporting
Online Monitoring and ReportingThe rapid deployment solution for SAP IT Service Desk Operation provides organizations with clarity. With this offering, they can also gain built-in flexible reporting, graphical analysis functionality, and as an optional add-on functionality, a key performance indicator dashboard and related reports.
Key Process Flows CoveredOnline list reporting for fast and easy access to
list reports for all IT service processes and objects, including graphical display.
Monitoring of IT health according to various criteria, such as status, priority, and service team incidents, among other issues
Easy export of a result lists into Microsoft Excel.
© 2011 SAP AG. All rights reserved. 16
Detailed Scope
© 2011 SAP AG. All rights reserved. 17
Installation check
Initial scoping workshop to understand and cover your requirements
Project documents: project plan and WBS activities
Customization of chosen packages for the SAP IT Service Desk Operation rapid-deployment solution in the development system
Knowledge transfer to key users on configured SAP IT Service Desk Operation rapid-deployment solution system
Support for going live
Installation check
Initial scoping workshop to understand and cover your requirements
Project documents: project plan and WBS activities
Customization of chosen packages for the SAP IT Service Desk Operation rapid-deployment solution in the development system
Knowledge transfer to key users on configured SAP IT Service Desk Operation rapid-deployment solution system
Support for going live
What does SAP deliver?
Provide the IT infrastructure (server)
Install the SAP IT Service Desk Operation application, version SAP EHP1 for SAP CRM 7.0, on the development and production environments
Provide fixed contact people in the business and IT departments
Conduct end-user training
Performance testing
Provide the IT infrastructure (server)
Install the SAP IT Service Desk Operation application, version SAP EHP1 for SAP CRM 7.0, on the development and production environments
Provide fixed contact people in the business and IT departments
Conduct end-user training
Performance testing
What do you have to do?
Key Deliverables
© 2011 SAP AG. All rights reserved. 18
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 19
Product Demonstration
© 2011 SAP AG. All rights reserved. 20
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 21
Project Plan and Timelines
StartStart DeployDeploy RunRun
11 22 33 44
Project Management
Kick off workshop
Business Process Management
Technical Solution Management
Implementation
Performance Testing
Key User Workshop
Data management
Transport
End-user Training
Customer Testing
Project Sign-off &Support
StepsSteps
SAP involvement Customer involvement
© 2011 SAP AG. All rights reserved. 22
Successfully Deploy in Six to Eight Weeks
Expectations
User-acceptance testing
Onsite and remote support
Deploy
Successful rollout and adoption
Configuration documentation
Start
Mutually-approved scope document
Working SAP IT Service Desk Operation system
Project management
Kick-off workshop participation
Preparing technical infrastructure
Implementation
Testing
Key User Training
Run
Superior support to ensure smooth functioning
Results
1 2 3
© 2011 SAP AG. All rights reserved. 23
Rapid-deployment Deliverables:
Access to the implementation methodology materials:http://service.sap.com/rds-itsdo
Installation Guide
Readiness Check
Kickoff Workshop
Project Plan
Support PortalCheck Lists
Implementation Methodology
Start Deploy Run
© 2011 SAP AG. All rights reserved. 24
Delivery View
Discovery(Internal)
Discovery(Internal) Deploy DeployStartStart Run Run
Scope•Value proposition at customer•RDS Scope definition•Secure RDS agreement•Prerequisite check
Accelerators/Deliverables•Package overview and detail presentation•One pager•Package presentation recordings•Process-flow documents•Process-flow recordings•List of software and system landscape requirements•Scoping questionnaire•SoW
Scope•Project Management / setup/staffing•Kick-off workshop•Business Process Management – understanding the business process in detail•Technical Solution Management – preparing technical infrastructure
Accelerators/Deliverables•Consulting delivery guide •Project schedule•WBS•Service delivery model, roles and responsibilities•Process descriptions•Process-flow documents•Pre-delivery requirements and checklist
Scope•Technical Solution Management – installation of software•Business Process Management - configuration and deployment of content •Solution Refinement•Data Management•Testing•Transport•Key User Training
Accelerators/Deliverables•Installation guide•Solution Documentation•SAP Solution Manager content•SAP Best Practices content (pre-configuration)•Configuration activities•Consulting delivery guide •Implementation content
Scope•Functional Tests•End User Training•Sign off of solution•Technical Go-Live•Closing of project•Post go-live support and activities
Accelerators/Deliverables•Test cases•Deliverable acceptance forms•Training Materials - Process-flow recordings etc.
New release of RDS Implementation Methodology (new structure to reflecting RDS concept)
The final deliverable is a roadmap showing the complete RDS implementation cycle from a methodology perspective
New Governance concept – easier to build, easier to package
© 2011 SAP AG. All rights reserved. 25
Project Team: SAP
SAP Project ManagerServes as a central contact person, from project initiation to
going live and supportOn the SAP side, responsible for functional project
management, coordination, support and coaching of the customer’s project manager
Core Project TeamApplication consultants
Particularly responsible for monitoring process configuration and know-how transfer
Technology consultants Responsible for implementation and configuration
activities
© 2011 SAP AG. All rights reserved. 26
Project Team: Customer
Leading Project ManagerServes as a central contact person, from project initiation to
going live and supportOn your side: responsible for functional and commercial
project management, coordination, overall project controlling, preparation of steering committees, and so on
Core Project TeamBasis staff
Especially responsible for the installation and administration of the development and productive system landscapes
Functional department staff / key user Responsible for workshops, questions from SAP,
end-user training, and possibly as a power user for simple configurations
Specialized Staff (Optional)Responsible for further specialized areas such as
customization and configuration
© 2011 SAP AG. All rights reserved. 27
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 28
The following components are mandatory for SAP IT Service Desk Operations rapid-deployment solution :
SAP CRM 7.0 EhP1 SP04 / SAP NetWeaver 7.01 - CRM Application Server ABAP *
SAP NetWeaver 7.01 – TREX **
For SAP ERP integration scenarios: SAP R/3 4.6C (or higher releases)
.* Two SAP CRM 7.01 EHP1 systems (at least a combined development/quality system and a production system) must be installed and updated to service pack (SP) level 04.** Only required if “knowledge article management” functionality is leveraged.
Example of System Landscape
© 2011 SAP AG. All rights reserved. 29
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 30
SAP Consulting – Worldwide Delivery
SAP Consulting
12,000 consultants worldwide
350 consultants with special SAP IT Service Desk Operation application expertise
Consultants located all over the world, in every region
Why SAP Consulting
Product and solution experts
SAP knows SAP software best
Deep process knowledge and translation of processes to standard software
Best use of own SAP product close to standard, which gains release “sustainability” and protection of investment
Numerous satisfied customers of SAP IT Service Desk Operation
Quality assurance
© 2011 SAP AG. All rights reserved. 31
Benefits of SAP Consulting
Sales Support
Sales support via single point of contacts in every market unit
Various deployment possibilities
Presales customer experience by supporting test drives (what you see is what you get)
Delivery
Experience in lean, fast implementation leveraging a “quick time to value” implementation methodology
Service offering developed based on years of customer experiences
Numerous satisfied customers of rapidly deployed SAP IT Service Desk Operation
Direct access to sales, development, and support organizations – the global skills, information networks, and resources of SAP
© 2011 SAP AG. All rights reserved. 32
1. What is the Rapid Deployment Solution
2. Benefits and Value Proposition
3. Scope & Deliverables
4. Product Demo
5. Project Approach and Planning
6. Pre-requisites
7. Positioning for SAP Consulting
8. Customer References
We Are Here to Discuss
© 2011 SAP AG. All rights reserved. 33
FAST TO DEPLOY AND EASIER TO CONSUME Rapid-deployment – Preconfigured software that delivers essential IT
service management processes in six to eight weeks. Reduced complexity – A robust IT Service Desk Operation solution
from a single vendor, with superior global support, means fewer worries for you
1
2
3BUILDING FOR SUCCESS
Foundation for growth – start small, prove the value of this solution, and then grow on your schedule to the full SAP IT Service Desk Operation application, if needed.
Valuable customer insight – integrated with the SAP ERP application, the solution can provide a complete picture of your customers
COMPETITIVELY PRICED Predictable costs – Low, predetermined fees and clearly outlined
deliverables mean no hidden fees or ˝gotchas˝ for the delivered solution
Key Takeaways
Questions
Appendix
© 2011 SAP AG. All rights reserved. 36
Status Quo: Reactive and Inefficient IT Operations IT is Siloed and Inefficient
CEO/CFO
CIO
Tactical IT offerings IT infrastructure and services are
not aligned with business strategy Available IT services are not clear to
business users Ad hoc requests and unmanageable
expectations
Negative impact on business Disruption of essential IT functions due to lack of
structured change management IT related failures have negative impact on
important business functions; ex.: production downtime
Poor user support Ineffective service desk leads to poor
user satisfaction Frequent incidents and long time to
resolve problems Lack of visibility into service desk
efficiency and effectiveness
Uncontrolled complexity Hard- and software configuration
information is incomplete and outdated No access to reliable knowledge about
root causes and problem resolution Unidentified problems lead to repeated
incidents
© 2011 SAP AG. All rights reserved. 37
Goal: Optimized IT Operations IT Processes Support Business Goals
https://sap.na.pgiconnect.com/p68672208/
Reliable Business Support Changes to improve IT services are well planned
and cause minimum disruption IT becomes a strategic partner helping to achieve
business goals
Satisfied Users Users are satisfied with swift problem
resolution and competent support Incidents occur less frequently as root
causes are being address proactively KPIs are monitored and used for
continuous improvement
Managed Configurationand Knowledge Configuration is managed and easily
accessible to support staff Structured knowledge helps to resolve
problems efficiently
CEO/CFO
CIO
Strategic IT Services IT services are developed
based on business strategy IT service catalog available to
users Service Level Agreements are
monitored
Further InformationSAP IT Service Desk Operation rapid-deployment solution
On the SAP Service Marketplace
In the SAP Business Communication Center
Thank You!
Contact information:
F name MI. L nameTitleAddressPhone number