SAP WORLD TOUR 09 meets 3rd SAPience.be TECHNOLOGY DAY
Change request management powered by Solution managerAn integrated approach for development and support at KONE international
Xavier LanguySAP integration manager, KONE international.Oliver BuyssensSAP SolMan Teamlead, ExpertumSAP Lounge, VilvoordeJune 3-4, 2009
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1. Introduction1.1. Expertum1.2. KONE
2. KONE’s environment2.1. SAP Landscape2.2. SOLMAN
3. SOLMAN3.1. Scope @ KONE3.2. Service-Desk3.3. CHaRM
4. Lessons learned4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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1.1. Expertum
Founded in 2006 Team of +30 SAP Experts and Project Managers Mission: providing superior long-term customer & employee value Offering expertise in the following domains:
Finance Supply Chain Management Business Intelligence Product Lifecycle Managment Project Management Own SME Solution: Value4SAP ITIL and SAP SolMan
Co-Chairman of Sapience Technology Commission – SolMan Task Force For more info: www.expertum.net
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ITIL – Service Support
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1.2. KONE in brief
Key figures Dec 31, 2008
Operating income EUR 558 million
Sales EUR 4,603 million
Personnel 34,800
KONE’s objective is to offer the best People Flow™ experience by developing and delivering solutions that enable people to move smoothly, safely, comfortably and without waiting in buildings in an increasingly urbanizing environment KONE is present in around 50 countries worldwide KONE has approximately 250,000 customers globally, of which the majority are maintenance customers
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1.2 KONE : About 700,000 elevators & escalators in it’s maintenance base
KONE maintenance services cover the maintenance of elevators, escalators and doors
KONE has developed efficient maintenance processes in order to keep customer’s equipment running nonstop and to ensure the top level service quality
KONE Care™ service contracts, KONE remote monitoring services and 24-hour service centers ensure peace of mind for customers
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1. Introduction1.1. Expertum1.2. KONE
2. KONE’s environment2.1. SAP Landscape2.2. SOLMAN
3. SOLMAN3.1. Scope @ KONE3.2. Service-Desk3.3. CHaRM
4. Lessons learned4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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2. KONE’s environment
2. 1 SAP Landscape @ KONE KONE is running a classical ERP 3 tiers landscape in 4.7 and moving to ECC 6.0
Dev ClientsReferenceSandbox
Dev+CustoUpload Test
QA ClientsFull Prod copy
Upload testTraining
ProductionOne singleProd. client
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2. KONE’s environment
2. 2 SOLMAN @ KONE KONE is running two SolMan systems : Development and Production
SOLMANDevelopment
SolMan Custo+DevERP (dummy) DEV ERP (dummy) QAS ERP (dummy) PRD
SOLMANProduction
SolMan ProdCUA
TDMS
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1. Introduction1.1. Expertum1.2. KONE
2. KONE’s environment2.1. SAP Landscape2.2. SOLMAN
3. SOLMAN3.1 Scope @ KONE3.2. Service-Desk3.3. CHaRM
4. Lessons learned4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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3. 1 SOLMAN SCOPE @ KONEOverview – SolMan LifeCycle
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3.2 Service-Desk principles andcharacteritics @ KONE
Initiated by Key Users from satellite systems or by the support directly in SolMan
Information push principle (emails)Currently reserved for incidents/support inside SAPSegregation between Incident and Change ManagementStick to SAP standardEach Key User is attached to one single support teamWeb enabled
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1. Integration ChaRM / Service-Desk : How does it work ?
2. Logical link
3. Principles
4. Document design
5. Status flow
6. Project status
3.3 ChaRM or Change Request Management
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3.3.1. ChaRM-Service Desk integrationHow does it work ?
Dev QA Prod
ChaRM Service-Desk
TMS
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3.3.2 CHaRM : Logical link
Message
ChangeRequest
Correction
Transports
ChangeRequest
Transports
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3.3.3 ChaRM : Principles at KONE
Development and low priority fixes going 3 times per year to production
Weekly import of high-medium consolidated fixes, (automated) but left in buffer
Manual import of very-high bypass (avoiding Urgent correction usage)
Implementation team is the team in charge of the correction (not always the support team)
Urgent corrections and test messages used during integration testing only
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3.3.4. ChaRM : Document design
Support Message
SupportChangeRequest
UrgentCorrection
DevChangeRequest
Business layer(Service-Desk)
Administrative layer(ChaRM)
CommonOperational layer(ChaRM,TMS)
NormalCorrection
AdminCorrection
SUPPORT
DEVELOP
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3.3.5 Normal Correction status flow
Documentation
Integration testing
Single testing
Code review
Doc review Development
Testing
Consolidation
Production
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3.3.6. CHaRM Project status
No Release
ReleaseIntegra-
tionTesting
Go-Live
NormalCorrection
NormalCorrection
Test Message
UrgentCorrection
NormalCorrection
NormalCorrection
Test Message
UrgentCorrection
UrgentCorrection
Implementationproject
Maintenanceproject
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1. Introduction1.1. Expertum1.2. KONE
2. KONE’s environment2.1. SAP Landscape2.2. SOLMAN
3. SOLMAN3.1. Scope @ KONE3.2. Service-Desk3.3. CHaRM
4. Lessons learned4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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Lessons learned 4.1 Benefits
4.1.1 Service-Desk benefits Ease of use for Key users (1 hour training) Context capture at message creation, no loss of information Integration with the other SOLMAN components (ChaRM,
project, test, knowledge base ) Seamless integration from start to the end (SAP Market-
place) ITIL based support
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Lessons learned 4.1 Benefits
4.1.2 ChaRM benefits Better overview and control of changes Project based (mandatory) Control on concurrent development (Workbench Locking) Reducing volume of transports to productions Support complex landscape Flexible tayloring to you requirements
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4. Lessons learned4.2 Improvement & Attention
4.2.1 Point of attention Think about your change management process…gold
opportunity Challenge your service provider(s) for integration Clearly define your change flow (TMS) Clearly define your roles Stick to the standard Think about your package strategy (link to component)
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Lessons learned4.2 Improvement & Attention
4.2.2 Points of improvement Documentation availability (in-line) Synchronisation between SOLMAN and TMS (lack of
control) Security not always using standard authority-check (more a
role based approach) Component concept to be reviewed (for SAP and non SAP
system). Dependency on IBase component should be taken into account
Direct access to TR from within the Change Document
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Thank you!
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