BO 1 17 1 Andreas Macho CCoE Neuigkeiten

Neuigkeiten rund um das

Customer Center Of Expertise

Andreas Macho

Director Active Global Support

SAP Österreich GmbH

CCOE Forum - 17.11.2010

© 2010 SAP AG. All rights reserved. / Page 2

Disclaimer

This presentation is a preliminary version and not subject to your license agreement

or any other agreement with SAP. This document contains only intended strategies,

developments, and functionalities of the SAP product and services and is not intended

to be binding upon SAP to any particular course of business, product strategy, and/or

development. Please note that this document is subject to change and may be

changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.


Strategie

“Run SAP Like a Factory”


Support Tag Cloud

Business Function Prediction Service Engagement Methodology 360° Review Benefit Case

Support Plan Continous Quality Check Measurement Plattform

SAP Support Academy CIO Dashboard Accelerated Innovation Enablement Continuous Improvement and

Innovation Guided Self Services Advanced Support for Enhancement Packages Service Level

Agreement Support Advisory SAP Solution Manager Application Lifecycle Management

CCoE Certification Modification Justification Check Custom Code Maintainability Check SAP Standards for

Solution Operations Expert Guided Implementation Custom Code Cockpit Solution Documentation

Assistant Business Process Reengineering Extended Maintenance


Build – Integration

and GoLive

Operations &

Continuous Improvement and Upgrades

2

2 3Implementation Project

Blueprint Volume

Test GoLiveBaseline

ConfigurationIntegration

Test

Expert Guided Implementation for

Solution Manager setupSAP CQC for Implementation

GoingLive for Solutions Analysis

and Verification

SAP CQC Upgrade Assessment

SAP CQC Downtime Assessment

SAP CQC for Upgrade

Going Live for Functional

Upgrade Analysis and Verification

SAP CQC Support GoingLive

Plan – Evaluation –

Solution Design

1Run –

Post GoLive SupportUpgrade

3 4

SAP CQC Remote Performance

Optimization

SAP CQC Technical Performance

Optimization

SAP CQC Data Volume

Management

SAP CQC Security Optimization

Check

SAP CQC Early Watch Check

SAP CQC Business Process

Analysis and Monitoring

SAP CQC Solution Transition

Assessment

SAP CQC OS/DB Migration

SAP CQC Transport Execution

Analysis


SAP CQC Integration Validation

SAP CQC Configuration Check

BIA Configuration and Verification


Performance Optimization

SAP CQC EHP Installation

Check

SAP CQC for Planning

SAP Continuous Quality Checks

Along the SAP Software Lifecycle


Build – Integration

and GoLive

Operations &

Continuous Improvement and Upgrades

2

2 3Implementation Project

Blueprint Volume

Test GoLiveBaseline

ConfigurationIntegration

Test

Expert Guided Implementation for

Solution Manager setupSAP CQC for Implementation

GoingLive for Solutions Analysis

and Verification

SAP CQC Upgrade Assessment

SAP CQC Downtime Assessment

SAP CQC for Upgrade

Going Live for Functional

Upgrade Analysis and Verification


Plan – Evaluation –

Solution Design

1Run –

Post GoLive SupportUpgrade

3 4

SAP CQC Remote Performance

Optimization

SAP CQC Technical Performance

Optimization

SAP CQC Data Volume

Management

SAP CQC Security Optimization

Check

SAP CQC Early Watch Check


Analysis and Monitoring

SAP CQC Solution Transition

Assessment

SAP CQC OS/DB Migration

SAP CQC Transport Execution

Analysis


SAP CQC Integration Validation

SAP CQC Configuration Check

BIA Configuration and Verification


Performance Optimization

SAP CQC EHP Installation

Check

SAP CQC for Planning

SAP Continuous Quality Checks

Along the SAP Software Lifecycle

Auf Grund des Feedbacks konnten

Kunden in folgenden Bereichen

Verbesserungen erzielen

Business Process Analysis

Data Volume and Growth

Performance of Key Transactions

Transport Management Exceptions

System Security


Industrialization with Guided Self Services

Scope

• Guided analysis based on automated data

collection and data evaluation.

• Guided follow up actions

On how to implement the service

recommendations

On how to control the future target to

ensure that any deviations are corrected

(e.g. control of Business Process KPIs)

Benefits

• Automation and Self-help industrialization

• Standardized expert collaboration and

continuous learning

Goal

Use in all phases of your application lifecycle management the various SAP‟s service best

practices build and proven by SAP‟s Centers of Expertise. Guided procedures enables you to

tailor the service content to the relevant one for your requirements and solution environment.

Customer

Self Service

content updates

Feedback

• Industrialize proven services

• Empower customers

• Innovation on new service content

Guided Procedures

Global Backoffice


Guided Self Services

Service Portfolio in 2010

Guided

Self Service

Goal Focus Area Potential

influence on

SUGEN KPI

(2009)


Business Process Analysis provides insight and facts about your

core business processes. This service provides indicators for

Business Process Improvement & Stabilization. Additionally this

service can provide the initial scope for a Business Process

Monitoring implementation.

Business

Processes

Data Volume Management

Have full control of the cost effect associated to storage and

related system management and ensure long-term scalability and

business continuity of all critical business transactions despite

permanent accumulation of data. Drive continuous improvements

object by object according to your priorities.

IT Technology

Management

Storage Utilization

and growth rate

Security Optimization Service

Keep the security of your SAP system at a high level by verifying

critical security properties, identifying potential security issues

and benefitting from recommendations on how to improve the

security of your system.

IT Technology

Management

SQL Statement Tuning Optimize the use of your hardware resources to make the most

out of your investment. By shortening the database response

time and reducing the database load the overall system

performance will improve as well as the response times of the

affected transactions

IT Technology

Management

CPU Utilization and

"overall power growth

rate"

Transport Execution Analysis

Changes are managed and tested in a way that they fit to the

requirements in the first place to reduce the amount of follow up

effort. The analysis of the transport process leads to

recommendations on how to improve quality, reliability, and

throughput.

Software

Change

Management

Number of emergency

changes

&

Number of failed

changes


SAP Enterprise Support Academy

“Training on the Job” at Its Best; Expert Guided Implementations

Training, practical experience, remote consulting?

Expert-Guided Implementation is a scheme adding the SAP Solution Manager

specific expertise needed for application configuration to your SAP project team

Day 1 Day 2 Day 3 Day 4 Day 5

2. Empowering

3. Empowering

5. Empowering

4. Empowering

1. Empowering

Web session, 1-2 hours

each morning

SAP expert explains

step-by-step

configuration using

training materials,

2. Execution

2-3 hours on the same day

Participants execute

demonstrated steps within

their own project, on their

own SAP Solution

Manager software

3. Expertise

on demand

during execution

Participants have direct

access to an SAP expert

who directly supports them

remotely, if necessary,

during the execution

Daily

feedback to

SAP expert

Each day will be the

base for the next day„s

empowerment

http://www.sap.com/index.epx

http://www.sap.com/index.epx


EGI Availability

SAP Solution Manager

Implementing SAP Solution Manager

(17 different EGI sessions)

Setup Remote Support Component

Authorizations & Roles in SAP Solution

Manager

Implementing SAP Business

Suite and SAP Business Objects /

SAP NetWeaver

Implementing BS2010 EhP5

Implementing CRM (Service Mgt, …)

Implementing BO

Implementing Duet Enterprise

SAP Enterprise Support Engagement

ES Engagement Work Center

ALM Roadmap

En

ga

ge

me

nt

Im

ple

me

nta

tio

nO

pe

ra

tio

n

Guided Self Services

SQL Statement Tuning

Security Optimization Service

Transport Execution Analysis


Data Volume Management

Operating SAP Solutions

Operating SAP Business Objects

Operating CRM Middleware

Operating Duet Enterprise

Operating SAP Solution Manager


Geschäftsprozessüberwachung

Reverse Business Engineering

Typische Beispiele

Anzahl offener Kundenaufträge

(noch nicht oder nur teilweise

geliefert)

Anzahl offener Auslieferungen

(Warenausgangs-buchung

noch nicht abgeschlossen)

Anzahl Auslieferungen mit

gebuchtem Warenausgang,

aber Rechnung noch nicht

erstellt

Anzahl erstellter, aber noch

nicht gedruckter Rechnungen

Anzahl der

Verkaufsrechnungen, die noch

nicht im FI gebucht sind

Direkte Auswirkungen

auf das Geschäft

Geschäftsbereich 1

Geschäftsbereich 2


Vermessungsplattform von SAP

Kontinuierliche VerbesserungKPIs der Vermessungsplattform von SAP

Kontinuierliche Verbesserung

Betrieb von Geschäftsprozessen

Application Lifecycle Management

IT-Infrastrukturmanagement

Kapazitätsmanagement

Availability Management

Incident Management

Änderungsmanagement

Release- und Update-Management

Verwaltung von Kundenentwicklungen

Kontinuität

Performance

Automatisierung

Ausnahmemanagement

Technischer Betrieb

StetigeOptimierung

durchVermessungs-

plattform

Definieren

Messen

BewertenVer-bessern

Kon-trollieren


Business Objects

Verbesserter Remote Support


CIO Dashboard and Operation Control Center

Run SAP Like a Factory

Lab Preview

Alert Inbox/Alert Inbox.htm

BPMon Analytics.exe

BPMon in Work Center.exe

PepsiCo 6.exe

Danke !

Documents

BO 1 17 1 Andreas Macho CCoE Neuigkeiten