SAP Enterprise Support - ASAP to Run SAP

Gerhard Oswald is member of the executive board of SAP AG. Dr. Uwe Hommel leads the Active Global Support - Large Enterprise Organisation in the Board area Global Service & Support as an Executive Vice President.

* ... Preface ... 15 * 1 ... Introduction ... 17 * 1.1 ... What SAP Enterprise Support Can Do for You ... 18 * 1.2 ... SAP Standards for Solution Operations ... 20 * 1.3 ... Creating the Foundation for a Single Source of Truth ... 23 * 1.4 ... About This Book ... 30 * 2 ... Establishing SAP Solution Manager as a Consolidated Data Source in Your Enterprise ... 35 * 2.1 ... Basic Concepts ... 35 * 2.1.1 ... Application Management Lifecycle ... 36 * 2.1.2 ... Projects in SAP Solution Manager ... 37 * 2.1.3 ... Solutions in SAP Solution Manager ... 38 * 2.1.4 ... Processes for Application Lifecycle Management ... 40 * 2.1.5 ... Quality Gates in SAP Solution Manager ... 44 * 2.2 ... Implementing SAP Solution Manager as a Standardized Platform for Application Lifecycle Management ... 45 * 2.2.1 ... Planning ... 46 * 2.2.2 ... Installation and Configuration of SAP Solution Manager ... 46 * 2.3 ... Business Configuration ... 49 * 2.3.1 ... Requirements Phase ... 50 * 2.3.2 ... Design Phase ... 52 * 2.3.3 ... Build and Test Phase ... 54 * 2.3.4 ... Deploy Phase ... 60 * 2.4 ... Business Continuity ... 63 * 2.4.1 ... Operate Phase ... 63 * 2.4.2 ... Optimize Phase ... 78 * 3 ... Introducing the Measurement Platform ... 89 * 3.1 ... SAP Solution Manager as SAP s Measurement Platform ... 90 * 3.2 ... Architecture and Definition of the Measurement Platform ... 91 * 3.3 ... Continuous Assessment and Improvement ... 94 * 3.4 ... Outlook on Upcoming Enhancements to the Measurement Platform ... 96 * 4 ... Customer Center of Expertise ... 99 * 4.1 ... Challenges for the CIO ... 101 * 4.1.1 ... Ensure Business Continuity ... 102 * 4.1.2 ... Reduce Costs ... 104 * 4.1.3 ... Improving Business Processes ... 105 * 4.1.4 ... Accelerate Innovation ... 105 * 4.2 ... Organizational Model for Company Solution Operations ... 106 * 4.2.1 ... Optimizing Internal Collaboration in Two Ways ... 109 * 4.2.2 ... Outtasking and Outsourcing ... 109 * 4.3 ... From Customer Competence Center to Customer Center of Expertise ... 110 * 4.3.1 ... The Customer COE Charter ... 111 * 4.3.2 ... The Reactive IT Box ... 113 * 4.3.3 ... Set up, Manage, and Coordinate the Situation Room ... 114 * 4.3.4 ... Quality Manager Roles in the Customer COE ... 117 * 4.3.5 ... Customer COE Certification ... 127 * 5 ... Preserving Business Continuity ... 131 * 5.1 ... Highest Availability of Mission-Critical Business Processes ... 132 * 5.2 ... The Necessity of Business Continuity ... 134 * 5.2.1 ... Ensuring Continuous Business Availability ... 134 * 5.2.2 ... Operate More Systems with Fewer Resources ... 134 * 5.2.3 ... Reduce License and Project Costs with SAP Solution Manager Enterprise Edition ... 135 * 5.2.4 ... Reduce Cost of Resources ... 136 * 5.2.5 ... Reduce Infrastructure Requirements ... 136 * 5.2.6 ... Increase Business Value of IT ... 136 * 5.3 ... Managing Business Continuity from the QM s Perspective ... 136 * 5.3.1 ... Close Cooperation Between QM and Teams ... 137 * 5.3.2 ... SAP Technical Operations ... 139 * 5.3.3 ... Business Process Operations ... 140 * 5.3.4 ... Application Management Team ... 146 * 5.4 ... Quality Management for Business Continuity: How You Can Measure Your Success ... 148 * 5.4.1 ... Technical Operations ... 148 * 5.4.2 ... Business Process Operations ... 148 * 5.4.3 ... Application Management ... 149 * 5.5 ... Services Available from SAP Active Global Support, Training, and Certification ... 150 * 5.6 ... Case Study: Ensuring Stable Operations ... 150 * 5.6.1 ... The Case-Study Scenario ... 151 * 5.6.2 ... Setting Up Standard-Compliant Operations ... 153 * 5.6.3 ... Application Management and SAP Technical Operations Strategy ... 154 * 5.6.4 ... Business Process Operations Strategy ... 157 * 6 ... Accelerated Innovation ... 163 * 6.1 ... Integration Testing ... 163 * 6.1.1 ... Test Strategy ... 165 * 6.1.2 ... Test Project Preparation ... 166 * 6.1.3 ... Test Scope Identification ... 167 * 6.1.4 ... Business Process Change Analyzer and EHP Business Functions ... 168 * 6.1.5 ... Test Planning and Test-System Preparation ... 170 * 6.1.6 ... Test Execution ... 171 * 6.1.7 ... Final Activities and Deployment of Changes in Production Systems ... 173 * 6.2 ... Technical Integration Validation ... 173 * 6.2.1 ... Method ... 173 * 6.2.2 ... Assessment ... 175 * 6.2.3 ... Technical Analysis ... 175 * 6.2.4 ... Optimization ... 177 * 6.2.5 ... Verification ... 178 * 6.2.6 ... Case Study: Added Value from Integration Validation ... 179 * 6.3 ... Services Available from SAP Active Global Support ... 182 * 6.4 ... Case Study ... 183 * 6.4.1 ... Step 1: Identify the Situation Prior to Integration Testing ... 184 * 6.4.2 ... Step 2: Understand the Solution Using Minimum Documentation ... 184 * 6.4.3 ... Step 3: Integration Test and Detection of Issues ... 189 * 6.4.4 ... Step 4: Identify Root Causes ... 189 * 6.4.5 ... Step 5: Recommendations to Resolve Issues ... 190 * 6.4.6 ... Step 6: Implement the Recommendations ... 194 * 6.4.7 ... Step 7: Verification and Validation of Successful Integration ... 195 * 7 ... Improving Business Processes ... 197 * 7.1 ... Roles and Objectives of the QM ... 198 * 7.2 ... Methodology and Tools ... 199 * 7.2.1 ... Determining the Business Process Requirements ... 201 * 7.2.2 ... Appraisal of the Solution Landscape ... 202 * 7.2.3 ... Checking the Technical Implementation of Business Processes ... 203 * 7.2.4 ... Recording Process-Related Problems and Possible Optimization Potential ... 204 * 7.2.5 ... Analyzing Interfaces ... 205 * 7.2.6 ... Summarizing the Results ... 206 * 7.2.7 ... Follow-Up Activities After an SAP Solution Management Assessment ... 206 * 7.3 ... Prerequisites for Business Process Improvements ... 207 * 7.4 ... Business Process Monitoring ... 208 * 7.5 ... Related Services Available from SAP Active Global Support ... 209 * 7.6 ... Success Factors ... 210 * 7.7 ... Skills and Training ... 212 * 7.8 ... Case Study: Improving the Order-to-Cash Business Process ... 213 * 8 ... Protection of the IT Investment ... 219 * 8.1 ... Extended Maintenance in the Context of SAP Enterprise Support ... 221 * 8.1.1 ... Special Rules for the Extended Maintenance for Customers with SAP Enterprise Support ... 223 * 8.1.2 ... Benefits and Advantages of Extended Maintenance ... 225 * 8.2 ... Quality Management ... 225 * 8.3 ... Harmonized IT Landscape ... 229 * 8.3.1 ... Keep the Software Landscape Up to Date ... 229 * 8.3.2 ... Document and Minimize Custom Code ... 231 * 8.3.3 ... Evaluation of Custom Developments ... 232 * 8.3.4 ... Keep the Master Release Plan Up to Date ... 237 * 8.4 ... Methodology and Tools ... 238 * 8.4.1 ... SAP Solution Manager Maintenance Optimizer ... 239 * 8.4.2 ... SAP Solution Manager Methodology and Tools Ease Upgrades ... 239 * 8.4.3 ... Solution Documentation Assistant ... 240 * 8.4.4 ... Custom-Development Management Cockpit ... 241 * 8.4.5 ... Upgrade Dependency Analyzer ... 242 * 8.4.6 ... SAP Standard for Solution Documentation for Custom Development ... 243 * 8.4.7 ... SAP Standard for Custom Code Management ... 244 * 8.4.8 ... SAP Standard for Incident Management ... 245 * 8.4.9 ... SAP Standards for Change Management ... 246 * 8.4.10 ... Report Issued by SAP Enterprise Support ... 246 * 8.5 ... Related Services Available from SAP Active Global Support ... 247 * 8.5.1 ... SAP Solution Transition Assessment ... 247 * 8.5.2 ... Modification Justification Check ... 248 * 8.5.3 ... Custom Code Maintainability Check ... 249 * 8.5.4 ... Accelerated Innovation Enablement ... 250 * 8.5.5 ... SAP Business Process Performance Optimization ... 251 * 8.5.6 ... SAP Upgrade Assessment ... 251 * 8.5.7 ... SAP Downtime Assessment ... 252 * 8.5.8 ... Continuous Quality Checks ... 252 * 8.6 ... Success Factors and Related Standards ... 253 * 8.7 ... Skills and Training ... 254 * 8.8 ... Case Study: Planning Requests for Innovation ... 254 * 9 ... Innovating Without Risking Disruptions ... 257 * 9.1 ... Service-Oriented Architecture: The Evolutionary Approach ... 258 * 9.2 ... The Maintenance Strategy: Stable Core and Access to Innovations ... 259 * 9.3 ... SAP Enhancement Packages ... 260 * 9.3.1 ... Selective Use of New Functions ... 262 * 9.3.2 ... Separation of Maintenance and Further Development ... 263 * 9.3.3 ... Available Innovations Information Sources ... 264 * 9.4 ... Tools for Deploying SAP Enhancement Packages ... 265 * 9.4.1 ... Maintenance Optimizer for Enhancement Packages ... 265 * 9.4.2 ... SAP Enhancement Package Installer ... 265 * 9.4.3 ... Near-Zero Downtime ... 267 * 9.5 ... Switch Framework and Activation ... 268 * 9.6 ... Case Study: Experiences of SAP's IT Department ... 269 * 10 ... SAP MaxAttention and SAP Safeguarding ... 271 * 10.1 ... The Holistic Approach of SAP MaxAttention ... 273 * 10.2 ... The Engagement and Governance Model ... 276 * 10.3 ... A Standardized Approach ... 277 * 10.4 ... Safeguarding for Implementations, Upgrades, Migrations, and Operations ... 282 * 10.5 ... Continuous Improvement Through SAP MaxAttention ... 283 * 10.6 ... Optimizing Architecture and System Landscape ... 284 * 10.6.1 ... Architecture Services ... 285 * 10.6.2 ... Support Services for System Landscape Optimization ... 286 * 10.7 ... High Security Standards ... 287 * 10.8 ... Sustainability Aspect ... 287 * 11 ... Mission-Critical Support for Partner Applications and Technologies ... 289 * 11.1 ... Support Processes with Partners ... 291 * 11.1.1 ... The Problem-Solving Process in Detail ... 292 * 11.1.2 ... Remote Connections to Customer Systems ... 293 * 11.1.3 ... Note Creation for Partners ... 294 * 11.1.4 ... Integration with the SAP Global Support Backbone ... 294 * 11.1.5 ... Service Level Agreement ... 295 * 11.2 ... Support for Partner Solutions by Software Partners ... 296 * 11.3 ... The Value of Partner Integration for SAP Customers ... 299 * 11.4 ... Integrating Value Added Resellers into the SAP Ecosystem ... 301 * 11.4.1 ... Incorporating VARs into the Support Delivery Model ... 302 * 11.4.2 ... Elements of SAP Enterprise Support from the VAR Perspective ... 304 * 11.4.3 ... Establishing an SAP Enterprise Support-Capable Support Organization ... 308 * 12 ... Run SAP Programs for SAP Partners ... 311 * 12.1 ... The Run SAP Methodology ... 311 * 12.2 ... The Run SAP Implementation Partner Program for SAP Service Partners ... 315 * 12.3 ... The SAP Support Partner Program ... 318 * 12.4 ... The SAP Training and Certification Program for Running End-to-End Solutions ... 320 * 13 ... Overview of Training and Certification Offerings ... 323 * 13.1 ... Training Classes ... 324 * 13.2 ... Certification ... 326 * A ... Additional Information and Offerings ... 329 * A.1 ... Expert Guided Implementation ... 329 * A.1.1 ... Basic Training Offering ... 330 * A.1.2 ... Target Group and General Requirements ... 331 * A.1.3 ... Delivery ... 332 * A.2 ... Continuous Quality Checks ... 335 * A.2.1 ... Continuous Quality Check for SAP Solution Manager ... 335 * A.2.2 ... Continuous Quality Checks for Implementation ... 336 * A.2.3 ... Continuous Quality Checks for Operations ... 336 * A.2.4 ... Continuous Quality Checks for Upgrade Projects ... 338 * A.3 ... Services from SAP Active Global Support ... 340 * A.3.1 ... SAP Business Process Management ... 340 * A.3.2 ... Data Volume Management ... 340 * A.3.3 ... SAP EarlyWatch Alert ... 340 * A.3.4 ... Preparation Session for SAP Solution Manager ... 341 * A.3.5 ... SAP GoingLive Check ... 341 * A.3.6 ... Optimization Sessions ... 342 * A.3.7 ... SAP Technical Integration Check ... 343 * A.3.8 ... SAP Business Process Performance Optimization ... 344 * A.3.9 ... SAP Interface Management ... 345 * A.3.10 ... SAP Solution Management Assessment ... 345 * A.3.11 ... Modification Justification Check ... 346 * A.3.12 ... Solution Architect Services ... 347 * A.3.13 ... Other Services from SAP AGS ... 347 * A.4 ... SAP Product Standards ... 348 * A.4.1 ... SAP Product Standard: Business Configuration ... 348 * A.4.2 ... SAP Product Standard: IT Service and Application Management ... 352 * B ... Bibliography ... 359 * C ... Editors ... 361 * D ... Authors and Editorial Office ... 363 * D.1 ... Editorial Office ... 363 * D.2 ... Authors ... 363 * ... Index ... 367