Dlver Sap It Systems Operations

7/29/2019 Dlver Sap It Systems Operations

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Keynotes

A software product and running a software system reliable are not

necessarily the same.

Author: Donald Tatn


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Software Solutions Enterprises & Projects demands

Wide variety of different components

Complexity of software

Data processing is converting in enterprise business processes

Increase collaboration and globalization among enterprises Internet ( Value Chains Breaking boundaries )

Software demands

Increasing skills (Who operate the solutions?) Tools (HW,SW)

Holistic Operation

Synergy Operation

The focus: End users requirements for operating integrated business

processes


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Who Operate the Solutions?

There are results?

How are the qualities' results?

How is working your

teamwork?


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IT Infrastructures Requirements with flexibility facing up the challenges

High Performance

High availability

Low costs

Note: IT infrastructures must be able to adapt rapidly according to

changes of the business demands keeping the TCO as low as possible.

IT Goals

Simplify the HW and SW solutions

Defining and documenting enterprises common

politics.

Harmonizing enterprises methodologies.

Consolidating information

* SOE (Standard of Environment)


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What HW and SW features the enterprises need?

Functionality

Integrated solutions Connectivity

Flexibility

Scalability

Different countries

Different currencies

Different languages

Enterprises need HW and SW solutions that let them growing together. No

two enterprises are alike.


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PortalPortal

CRMCRM BI

BIERP

ERPSCM

SCMWeb

AppServer

Web

AppServer

Application Integration LayerApplication Integration Layer

Interface Interface Interface Interface Interface

Integrated Best of Breed model

Best-of-Breed Covering enterprises demands

Interface Interface Interface Interface Interface

Provider

A

Provider

B

Provider

C

Provider

D

Provider

E

Provider

F

Provider

G


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SAP Business Suite versus Best of Breed

SAP Portal Infrastructure

Web AS (As part of Netweaver)

SAP Portal Infrastructure


3rd party

Apps

3rd party

Apps

SAP

CRM

Web AS

SAP

CRM

Web AS

SAP

BI

Web AS

SAP

BI

Web AS

SAP

ECC

Web AS

SAP

ECC

Web AS

SAP

SCM

Web As

SAP

SCM

Web As

Cust.

Apps

Web AS

Cust.

Apps

Web AS

Web

Content

& Serv

Web

Content

& Serv

Connector Connector Connector Connector Connector Connector Connector

SAP Exchange Infrastructure


SAP Exchange Infrastructure


Connector Plug-In Plug-In Plug-In Plug-In Plug-In Plug-In

Integrated SAP Business Suite Model based on the same

basic architecture (SOE).


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ITSM Reference Model

Must be tailored to meet the specific requirements of mission-

critical applications

SAP systems are mission critical

SAP needs System, Network, Design & Development Staff

Tasks required by ITSM

Service delivery processes

Service support processes


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Service delivery processes

Service-level, Availability, continuity, capacity & financial

management

Service support processes

Incident, Problem, Change, configuration & Release

management

The supply of IT is a service that supports user departments in performing

their respective tasks avoiding problems proactively.


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Service Level Management

Service levels define the quantity and quality of a service

Providing a good IT service level to divisions or departments to

line of business

Internal Departments, divisions or External clients act as

customers for IT areas

IT is always a service

A clear definition of the offered or services needed and the

services quality are also essentials prerequisites for strategic

planning and budgeting.

Enterprises dont operate computer systems and applications just for fun;

they operate them to support the business processes that are necessary to

make profits.


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Service Level Management definition

Performance Management

Availability Management

Risk minimization

How much availability do you need? How much administration do you

need? How much effort is required? based in the previous questions How

to manage people to maintain low TCO?

How the Service Level is measured?

Frequency of failures How much time between failures

Duration of failures


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Integrated Approach

Single Points of Failure

Holistic and coordinated

Examination

Hardware

Operating System

Application

Environment

In many cases, plans for high availability solutions are focused to the

central system (Most of cases are ERP systems). Every design of a high

availability concept must consider the entire business process.


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Organization of IT Department

Complex IT systems necessitate the distribution of tasks and

responsibilities among several people.

Two Central Areas

Front-End

Back-End

Most users in a company only notice the benefits and services on the IT

department when they arent available as needed or as usual.


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Mission Critical Services

Integrated Approach (IT Groups)

Infrastructure/Network Group

Basis Group

Application Group

Monitoring & HDesk group

Hardware

Operating System

Application

Environment

Depending on the size of the company, dedicated specialists can cover the

various task areas.


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The organizational structure will be tailored, where it is required to the

services to be provided.

IT Organization Approach

Server services Network

Server Operating system

Database

SAP BASIS

Application

End-user services network

End-user operating system

End-user GUI &

Back-Office support

End-user Front-end group

(Infrastructure or Network Group)

IT Basis Group

Application Group

Monitoring & HDesk Group

Single

Point of

contact

Back-End

Services

Front-End

Services

ProactiveSolutions

Mission Critical

Services


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IT Application Group

SAP Customization

ABAP programming

Report Definition

Administration and operation of all non-SAP applications

IT Monitoring and HDesk group

Monitoring all network devices Monitoring all servers

First level Helpdesk

Problem escalation and prosecution

IT Organization Approach responsibilities

To ensure that the customer or end user is not confronted with too many

different responsibilities, one group must assume total responsibility forthe service.


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End-user Front-end, Infrastructure/Network group

Network Administration

Front-end operating system

Engineering, integration and deployment of front-end software

Administration and operation of the messaging environment

Administration and operation of back-office applications

Administration and operation of Back-end solutions

IT Basis group

Administration all SAP servers

Administration all Databases Administration and operation of all systems modules Basis

Administration and operation of all SAP interfaces to non

SAP systems

IT Organization Approach

Each group working to manage problems proactively looking development

& maintaining low TCO


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IT

MANAGER

IT

MANAGER

Infrastructure

Manager

Infrastructure

Manager

Basis

Manager

Basis

Manager

Application

Manager

Application

Manager

AssistantAssistant

IT Organization proposal

To ensure that the customer or end user is not confronted with too many

different responsibilities, one group must assume total responsability forthe service.

Monitoring & HDesk

Coordinator

Front-End

ServicesSingle

Point of

contact


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Tasks and Roles

The operation of a productive SAP system also requires detailed

knowledge of the architecture, mode of operation, and administration ofthe OS and DB every group defining risk analysis.


IT Basis group

System Administration (Errors

and dumps administration)

DB Administration

Software Logistics

Administration (Transports)

Netweaver Administration

Security Administration

User Administration

Printer & Jobs Administration

Server Administration

Storage Administration

IT Infrastructure/Network group

Network operating system

Administration

Infrastructure Security

Maintenance IP Address Plan

Maintenance Cabling Plan

System Maintenance, Inventory and

Monitoring

Change management

Network Services, Front-End & Back-

Office tools administration andprocurement planning

Maintenance Storage infrastructure


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Tasks and Roles

* Help-Desk, Events Planning & Virtual Documentation tools made

insoursing located in Intranet (SOE).


IT HDesk/First Level Support

Pre-qualification of the requests

and messages

Application of documented

solutions to know the problems*

Escalation if standard solutions

are not successful

Call tracking system*

administration

Remote access solution control

System Teaching

Application Group

Customizing & Maintenance Application

Programming

Teaching

Planning, Implantation & Projects

Controls Making standard solutions

Change management

Harmonizing methodologies with

information consolidated


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IT Working Group Representation

Landscape Representation


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IT Infrastructure & Network Group

Infrastructure & Network Groups responsibilities scheme


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IT Basis Group

Basis Groups responsibilities scheme


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IT Basis Group

OSs, Basis & Databases activities over many SAP products based on WAS


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IT Application Group

Application Groups responsibilities scheme


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Monitoring & Help Desk responsibilities scheme

IT Monitoring & Help Desk


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Local & Virtual Global Service Desk

Monitoring/Help Desk Service characteristic with Infrastructure

& Application Group support based on SLAS


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HelpDesk

Group

SAP Basis/

Infrastructure/

Application

Group

Vendor

Technology

product

Service Desk Problem escalation and prosecution

1st Level1st Level 2nd Level2nd Level 3rd Level3rd Level

Short requestsShort requests Longer RequestsLonger Requests Complex RequestsComplex Requests

Non-standard

problemNo interim

Solution

Multi-Stage Problem Management


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Back-End Staff People Front-End Staff People

Proposal (HW & SW solutions

of Mission Critical)

Infrastructure

Network Group

Manager

Basis Group

Manager

IT Manager

Application Group

Manager

Assistant

& Staff

DBA

Hdesk Group

Coordinator

Technical

& Basis

People

HDeskPeople

System

Application

People


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References

Microsoft Strategy

http://www.microsoft.com/about/diversity/vision.mspx#strat

HP TCO

http://h30070.www3.hp.com/servicios/infraestructura_it/it_ar

qui_inte_costo_propiedad.html

SAP Press

Systems Operations BookSystems Operations Book

HP IT Infrastructure

http://h30070.www3.hp.com/servicios/infraestructura_it/index

.html

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Dlver Sap It Systems Operations