Run SAP: The Importance of Using the Right Methodology
Transcript of Run SAP: The Importance of Using the Right Methodology
Run SAPSmooth Operation of Business Processesand SAP®SolutionsThe Importance of Using the Right Methodology
SAP Active Global SupportDec. 2009
© SAP 2008 / Page 2
Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
Summary
Agenda
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© SAP 2008 / Page 3
The Nature of Business Is ChangingBusiness networks lead to increasing innovation and integration speed
2000 2007 2010
Every customer has mission-critical applications alongwith integration needs
SAP landscapes become moresophisticated the morecomprehensive & integratedthey are
SAP provides advanced supportoptions to manage innovationand integration, risk andTCO
R/3R/3LegacySystemLegacySystem
ManguisticsManguistics
» INCREASED SAP LANDSCAPE INTEGRATION
Business NetworksNo. of users
MANAGING HIGH SPEED OF INNOVATION AND INTEGRATION, RISK ANDTOTAL COST OF OPERATIONS IS AT THE HEART OF RUN SAP
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsProliferation of new, enhanced technologies like SOA and Web 2.0… all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation & Differentiation
Key Challenges for a chemicals giant with multiple geographies is theintegration of suppliers directly in his supply chain.
Agreement of standardized data formats to enable electronically data exchangeIntegration external suppliers in electronic data interchange (EDI) processes in oneend-to-end monitoring systemSet-up cross company monitoring and issue tracking incl. agreed SLA’s
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsProliferation of new, enhanced technologies like SOA and Web 2.0… all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation & Differentiation
Key challenges of a leader in skincare and beauty products whenintegrating new acquired business unit:
Define business requirements and derive IT and operations requirementsRoll-out new processes and toolsEnable users, key-users and operations teamAdjust quality management processes and SLA‘s with hosting partner
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsProliferation of new, enhanced technologies like SOA and Web 2.0… all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation & Differentiation
Key challenges of a European telecom firm to cut costs and boostproductivity, while ADSL-business is rapidly growing:
New business line must be integrated in existing processes and IT landscapeUnexpected increase of contract volume and data volumeShorter ramp-up time for new product introductionEnabling of growing no. of employees in shorter timeframe incl. scalable user support concept
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsProliferation of new, enhanced technologies like SOA and Web 2.0… all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation & Differentiation
Key challenges of a large food and beverages company while fulfillingthe legal directive for traceability of all foodstuffs, animal feeds andingredients in all stages are:
Integrate new requirements throughout the supply chain, e.g. via implementation of RFID-enabled processes
– Ensure data is every time of high quality and available in order to meet governancerequired via additional reporting
– Set-up process and data flow documentation as part of the solution documentation
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsProliferation of new, enhanced technologies like SOA and Web 2.0… all of which require rapid & continuous technological improvement
CHALLENGE #1: Continuous Innovation & Differentiation
Key challenges of a large telecommunication company while and afterimplementing Service-oriented Architecture are:
Enablement of the organization to be ready for SOA (company organization and roles/skills)Harmonization and consolidation of the current IT implementationEnhancement of the operations procedures for change management to fit for web servicesrequirements
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Downtime
These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
Increasing Complexity is the #1Cause of System Failure.Economist Intelligence Unit, 2007
30% of issues incur time-to-resolutionof more than one day.Forrester, 2006
67% of mission-critical applicationshave more than 9 hours of downtimeper month.The Standish Group
ERP downtime costs $6,400 to $7,600per minute.BMC, 2006
CHALLENGE #2: Increased Cost & Risk
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These Changes Bring New ChallengesComplexity & control loss lead to cost & innovation challenges
CHALLENGE #1: Continuous Innovation & Differentiation
CHALLENGE #2: Increased Cost & Risk
EFFECTS
Delay of invoicing
Delay of company revenue
Loss of employee productivity
Downtime
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Run SAP Helps to Reduce TCO and gives theFreedom to Invest in new Innovations
*Averages from various IT analyst reports e.g.Gartner Group, 2001; TCO = Total cost of ownership
Typical TCOSplit*
Implemen-tation
OtherLicenses
Operations
Infrastructure,systems
OptimizedOperations releases
investments
**
*
*
*40%
22%
20%
13%
5%provides access to further scale effectsApplying SAP E2E-Standardizationprovides access to further scale effectsin operations
Better quality in operations avoidexpensive incidents
Shorten recovery time withoptimization
Enhance Operations Automation, e.g.Job Scheduling Management
Prevent loss of your valuable businessdata by implementing SAP Standardsfor Data Integrity and TransactionalConsistency
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Increase Value ThruMethodically Standardization
Key Factors for successfulIT Management
Key Elements forSuccessful Standardization
Innovation &Differentiation
Risk less and reliabilityE2E operations
Lower and transparentCost
StandardizedOperations
releasesInnovation
PROCESSES
ORGANIZATION
TOOL
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Challenges of today’s IT
Solution: Standardization of solution operations
» Processes and Methodology
– Introduction of E2E Standards for solution Operations
– Value of E2E Solution Operations for customers
– Example, customer quote
» Organization
» SAP Solution Manager
Agenda
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SAP standardizes End-to-End Solution Operations
SAP shares world class supportknowledge for End-to-End Operations
SAP Standards for Solution Operations:Define mission-critical operations processesProvide Best Practices and ImplementationRoadmapsBased on a general organizational modelTrainings/Certifications are availableAvailable for download athttp://service.sap.com/supportstandards
THE STANDARDS ALLOW TO SET UP BEST-IN-CLASS OPERATIONS
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You need not only toimplement, but also to managethe operations of businessprocesses after going live withthe software!
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Millions $ (on time) due to performance optimizationMillions $ p.a. due to data volume managementIT Operations productivity increased by 100% - half of theend-user support staff is operating the same number ofusersDoubled number of productive systems by constantnumber of system operations staff
Freed up resources for innovation projects
Quote from Surgutneftegas on Stage atSapphire in Berlin on May 20th 2008
Rinat Gimranov, Surgutneftegas, Head of IT DepartmentViktor Tertyshnyy, Surgutneftegas, Head of the CCCResults from applying the E2E standards:
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THE BENEFITS OF IMPLEMENTING STANDARDIZED OPERATIONSARE SHORTLY OVER-COMPENSATING THE PROJECT EFFORTS
© SAP 2008 / SAP Services / Page 16
Realized Benefits due to End-to-End Solution Operations
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Challenges of today’s IT
Solution: Standardization of solution operations
» Processes and Methodology
» Organization
– Introduction CCoE
– Value of a CCoE for customers
– Example, customer quote
» SAP Solution Manager
Agenda
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Customer Center of ExpertiseGoals of the Customer COE
The Customer Center of Expertise drives transparency and integrated qualitymanagement for resolution of critical challenges across SAP solutionoperations
Standardize application management and establish a Single, Central Source of TruthProvide transparency to challenges and top issues and bring all stakeholder to the table to addressIntegrate organizational units via one end to end quality management processDraw innovation directly from SAP to avoid unnecessary modificationsManage in-house as well as Outsourced/Outtasked areas
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program ManagementOffice (PMO)
End User,Key User
Application ManagementQUALITY MANAGEMENT
Integrated Q- Management, One source of thetruth
BusinessProcess Operation
CustomDevelopment SAP Technical Operations
IT Infrastructure
IT
Customer COE
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Customer Center of ExpertiseCentral Source of Truth and Integrated Quality Management
Establish a Central Source of TruthThe Customer COE drives the qualitymanagement process for all organizationsinvolved in implementing the processesand the systems that support theenterprise’s business processes.The objective is to ensure “one centralsource of the truth”.
Agreed and documented scope definitionsincluding functional and technicalspecificationsMission Control Center and co-ownership foreach key challengeProject status and Operational challengesare reported with defined and agreed TopIssues;Top Issues are owned by one team butmanaged collaboratively by all stakeholdersand organizations
Global Business ProcessChampion
Regional Business ProcessChampion
ProgramManagement Office
(PMO)End User,Key User
Application Management
BusinessProcess Operation
CustomDevelopment SAP Technical Operations
IT Infrastructure
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Challenges of today’s IT
Solution: Standardization of solution operations
» Processes and Methodology
» Organization
» SAP Solution Manager
– Introduction of SAP Solution Manager
– Value of a SAP Solution Manager for customers
– Example, customer quote
Agenda
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2
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SAP Solution Manager Enterprise EditionPlatform for Enterprise Support and Application Management
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SAP Solution Manager Enterprise Edition
Reduces risk and lowers TCOthrough standardized and integrated E2E SolutionOperations
Optimizes business benefitsthrough a comprehensive and integrated qualitymanagement process
Leverages built-in innovationby making innovation a non-event and protectingexisting investments
SAP Solution Manager Enterprise Edition providesall capabilities and enables all services for SAP Enterprise Support
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
ApplicationManagement
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Require-ments
Design
Deploy
Build &Test
Optimize
Operate
ApplicationManagement
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Application Management LifecycleSAP Solution Manager: Support Processes In Action
Innovation Management
Monitoring of mission-critical processes
Solution Implementation/ASAP
Identification of criticalbusiness processes
Integration Validation
Incident Management
Root Cause Analysis
Solution Documentationincl. custom code
Upgrade from R/3 toSAP Business Suite
Maintenance ofSAP Solutions
Integration Testing
Deployment ofsolution updates
Improvements of processes,components and solutions
SAP SupportServices
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SAP Solution Manager Enterprise EditionCustomer Quote on Benefits
Protects investment while stimulatinginnovationEnables integrated solution lifecyclemanagementLeverages industry-leading standards foroperationsProvides consistent quality managementprocess across all technology stacks & codebases, for the entire SAP platformSupports mission-critical operationsManages the fast pace of innovation &integration and the total cost of operation forcustomers
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Resulting in continuous improvement and successful solutionoperations at lower risk & cost
SAP Solution Manageraddresses our entireinfrastructuremanagement needs,reduces risk, lowersthe cost of ownership,and speeds the returnon investment for ouronline buying solution.
Guillaume Legros, ProjectLeader, Airbus FranceSAS „
“
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Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
» Run SAP Methodology
» Run SAP Services
» Education Curriculum
» Partner Program
Summary
Agenda
1
2
3
4
© SAP 2008 / Page 25
Implement End-to-End Solution Operationswith Run SAP
Mission
Run SAP provides a proven methodology to optimizeimplementation, upgrade and ongoing management of End-to-End Solution Operations, to reduce the Total Cost ofOperations along the entire solution lifecycle.
Run SAPAssessment& Scoping
SetupOperations
Operations& Optimizations
End-to-EndSolution
Operations
Handover intoProduction
DesignOperations
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SAP Provides Aligned Methodologies Alongthe Solution Lifecycle
AcceleratedSAP (ASAP)provides a proven methodologyto streamline implementationand upgrade projects.
Run SAP provides a provenmethodology to optimize theimplementation and ongoingmanagement of End-to-EndSolution Operations.
© SAP 2008 / Page 27© SAP 2008 / Page 27© SAP 2007 / Page 27
Run SAP an Experience “to-go”Implementation methodology for E2E Solution Operations
RUN SAP FACILITATES THE IMPLEMENTATION OFE2E SOLUTION OPERATIONS
SAP Solution ManagerProvides the platform for E2E solution operations
SAP Standards forSolution Operations
Define central E2Eoperations tasks
RoadmapAccelerate the
implementation ofE2E operations
Trainings &Certification
Provide up-to-dateskills for the ecosystem
ServicesEngage SAP experts to implement E2E solution operations
Run SAP
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A Proven Methodology due to PracticalExperience of the SAP Experts
„ Leverage standardized and proven methodologybased on SAP’s 35 year experience with 47,800 +customersIncludes a high level of standardization andquality for support and operations proceduresBased on comprehensive knowledge how to ‘run’SAP centric solutionsAttested the successful implementation of end-to-end solution operations with its invaluablebenefitsIncreased transparency through centralizedchange management and clearly defined changeprocesses
PRACTICAL EXPERIENCE IS KEY
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Run SAP is a phased methodology based onworld-class knowledge (V3.0)
SAP Applicationmanagement
SAP Technicaloperations
Businessprocessoperations
End-usersupport
Technicalinfrastructuremanagement
Changemanagement
Custom codeoperations
SAP Applicationmanagementconcept
Technicalinfrastructuredesign
SAP Technicaloperationsconcept
Changemanagementconcept
End-usersupport concept
Business processoperationsconceptCustom codeoperationsconcept
SAP Technicaloperationsimplementation
SAP Applicationmanagementimplementation
Changemanagementimplementation
End-user supportimplementation
Technicalinfrastructuresetup
Business processoperationsimplementationCustom codeoperationsimplementation
Project setup
Scope definition
Operationalrequirementsanalysis
Governancemodel foroperations
Technicalrequirements andarchitecture
TransitionManagement
OperationalEnablement
Sign-off
Assessment &Scoping
DesignOperations
SetupOperations
Handoverinto Production
Operations andOptimization
End-to-EndSolution
Operations
Transition intoproduction
SOAReadiness
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Run SAP for Industries
Available with Roadmap Version 2:
Run SAP for Retail,
Run SAP for Utilities and
Run SAP for Banking
Planned with Roadmap Version 3:
Run SAP for Automotive
Run SAP for Industries
© SAP 2008 / Page 31
Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
» Run SAP Methodology
» Run SAP Services
» Education Curriculum
» Partner Program
Summary
Agenda
1
2
3
4
© SAP 2008 / Page 32
SAP ServicesSupporting End-to-End Solution Operations
Continuously improve andsuccessfully operate solutionsmore efficiently with higherreliability and availability
Fully protect your solutionenvironment and ensure stability
Support mission-criticaloperations
Utilize industry-leading standardswith consistent methods,processes, and tools for theecosystem
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SAP can help you to standardize your IT Operationsvia SAP MaxAttention, SAP Safeguarding and SAP Consulting Services
based on the experience of over 47,800 customers
PROJECT
ProgramMgr
Local
Partner
GlobalDelivery
Hub
Practice
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Why SAP Services?The breadth and depth you need to succeed
35+ years of experience
Strategic solutions in more than 25 majorindustries
20,000+ SAP Services experts
Global 24/7 customer and partner support
Complete ecosystem with 3,850 partnerscovering strategy to execution
YOUR SUCCESS IS OUR SUCCESS!
© SAP 2008 / Page 33
© SAP 2008 / Page 34
Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
» Run SAP Methodology
» Run SAP Services
» Education Curriculum
» Partner Program
Summary
Agenda
1
2
3
4
Technical ManagementProject Management
Run SAP Training and Certification
© SAP 2009 / Page 35
Test Management
(Q1 2010)
3 days
© SAP 2008 / Page 36
Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
» Run SAP Methodology
» Run SAP Services
» Education Curriculum
» Partner Program
Summary
Agenda
1
2
3
4
© SAP 2009 / Page 37
Run SAP Implementation PartnerProfile
Prerequisite – SAP Services Partner
Adopt Run SAP methodology into own SAPimplementation standards
Implementation of End-to-End Solution OperationStandard/Methodology
Create own Run SAP Practice35 certified Support consultants for Global ServicesPartners – two regions minimum11 certified Support Consultants for Local ServicesPartners
Two Step Certification ProcessPartner Resources to pass certification exam to becomecertified SAP Support Consultants in the various rolesPartner organizations to pass audit based on adoption ofRun SAP
How to become Run SAPPartner!
Apply for participation via AGSPartner Enablement & Training
Certify your resources fortraining via SAP Education
Role Based Training
Adopt the Run SAPMethodology
Develop Go To MarketStrategies
Build a Run SAP practice
© SAP 2008 / Page 38
Challenges of today’s IT
Solution: Standardization of solution operations
Implementing Standards
Summary
Agenda
1
2
3
4
© SAP 2008 / Page 39
Key Points to take Home on Run SAP
End-to-End Solution Operations ensure efficientapplication management, and
Reduce time to resolve incidents and correct data inconsistencies
Improve resource utilization for problem diagnosisImproved end-user perception due to reliability of IT solutions
Increased transparency through centralized change managementand clearly defined change processes
Provide comprehensive knowledge transfer
Value of Run SAP MethodologyImproved expertise and skillsHigh level of standardization and qualityEfficient tools and processesSuccessful implementation of your solution operations end-to-endReduced total cost of operations
© SAP 2008 / Page 40
More about Run SAP and End-to-End SolutionOperations
Service Market Place
Public Information
www.service.sap.com/e2e
www.service.sap.com/runsap
www.sap.com/supportstandards
www.sap.com/education/e2e
© SAP 2008 / Page 41
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