SAP OutsourcingOperations Provider Certifications v20b

8/12/2019 SAP OutsourcingOperations Provider Certifications v20b

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SAP Outsourcing Operations ProvidersCertification of Service Providers in

Hosting, Cloud, HANA and Mobile Operations, Application Mgmt. and BPO

Outsourcing Partner Certification

November 2013



Introduction

&

Positioning

Process

&

Scope

Results

&

Benefits

Criteria

In

Detail

Contacts1 2 3 4 5



© 2013 SAP AG. All rights reserved. 3Public

SAP Product Strategy

powered by SAP HANA

solutionsmobile

cloud

analytics

applications

database & technology

RDS

industries

L o B

s

… and we offer certifications for operations in almost every

strategic area




Outsourcing Provider Certifications

I

T

S

M

P

r

o

c

e

s

s

e

s

Infrastruc-

ture

SAP Basis

Operations

and

Expertise

I

T

S

M

P

r

o

c

e

s

s

e

s

SAP

Application

Operations,

Expertise

The Application

Management certification

is available to SAP Service

Partners and SAP Hosting

Partners.

I

T

S

M

P

r

o

c

e

s

s

e

s

BPO Solution

Development

and

Maintenance

SAP Basis

Operations and

Expertise

Infrastructure

BPO Solution

Operations

The MobileOperations

certification is an

extension of the

Hosting certification.

The Cloudcertification is an

extension of the


Cloud

Manage-

ment

Cloud

Offering

App. Dev. &

Deployment

Infrastructure

+ Operations

Device

Mgmt., BYOD

Mobile Ops

Offering

The SAP HANAOperations

certification is an

extension of the


Security +

Tools

Infrastructure

Backup + HA

Services

Skills +

Experience




SAP

Active

GlobalSupport

Providers and SAP Driving Value for Customers

Skill TransferSupport

Cooperation

Feedback

Requirements

Outsourcing

ProviderSAP QGP,

Outsourcing

Partner

Certification

Other SAP

Organizations

SAP

Education

SAP

Eco-

system& Channels

SAP

Global

Development

Customer



Introduction

&

Positioning

Process

&

Scope

Results

&

Benefits

Criteria

In

Detail

Contacts1 2 3 4 5


http://slidepdf.com/reader/full/sap-outsourcingoperations-provider-certifications-v20b 7/27© 2013 SAP AG. All rights reserved. 7Public

Certification Process

Questions & Answers

SAP sends a questionnaire to the

Provider. SAP offers to conduct a

Q & A session to clarify

questionnaire content.

Application

Provider applies for initial

certification or re-certification

Onsite Audit

Provider onsite audit session isscheduled and conducted. The agenda

is based on the documents.

As an exception, there are sometimes

follow up steps, like updates on

Provider documents or delivery of

additional documentation.

Completion

SAP prepares an audit report basedon the checklist and the on-site

certification audit. SAP offers to

conduct an audit call with the Provider

to discuss audit results and potential

areas and methods for improvement.

Process is complete. In case of

success a certificate is awarded to the

Provider. Partner agreement with thelocal SAP subsidiary.Status logo is granted for 2 years – a

re-certification audit is mandatory

every 2 years in order to keep the

validity of the certificate. ertification

Return, Review & Preparation

Provider returns the completed questionnaire

to SAP. SAP reviews it and prepares the audit.

Both together define the schedule for the next

steps.



Certification - Either Global or Local

Global Certif. Requirements

… regarding Customers

Productive customers in all three regions

(Americas, APJ, EMEA)

Customer relationship in all three regions (e.g.Customer Service Mgr. or other local contact)

Understanding of country specific markets and

regulations

Global reference customers (at least one

spanning two regions)

… regarding Operations Delivery centers and data centers in all three

regions (scope depends on certification type)

Global organizational structure and processes

24x7 service delivery

Multilingual service capabilities (incl. English)

Local Certif. Requirements

… regarding Customers

Productive customers in the selected country

Customer relationship in the selected country

(e.g. Customer Service Mgr. or other localcontact)

Understanding of local markets and

regulations

… regarding Operations

Significant part of service delivery from within

the selected country Local language service capabilities



Certification Fundamentals

(Scope Varies by Certification Type)

SAP

Standards

Service & Support

Technical Architecture, Support Infrastructure and Service Desk

IT Service Management Processes – Incident-, Problem-, Change-, Configuration Management

Customer & Supplier Relations – Satisfaction Surveys, Customer Service Manager, Supplier Management

Application Hosting/Operation

System Administration, incl. Access Control, Password Rules etc.

Authorization concept, etc.

Monitoring and Reporting of KPIs and Performance Management – Service Level Management

Security and Patch Management

SAP Solution Manager

Service Portfolio

SAP Solution and

Platform Skills

New SAP Solutions

Plans

etc.

General Information

SAP certificates

# of Employees

etc.

Project Management

Project methodology, Experience (migration, upgrade, implementation), Quality Management

Consultants skills / 3rd party delivery, Training plan

Sizing

Application Management

IT Service Management – Service Desk, Customer Service Manager, Reactive and Proactive Problem

Management (incl. data consistency)

SAP E2E Standards for Solution Operations and Run SAP Best Practices, e.g.

Application Change Management, Business Process Performance management, Change Control

Management, Data Volume Management, Job Scheduling Management

Underlying IT

Standards

ITIL, ISO20000

ISO 9001, ISO27001, ISAE3402/SOX

Infrastructure

Data Center, Redundancies, Network / Network Security

High Availability, Adaptive Computing, incl. Infrastructure Standards, Backups and DR/BC



Introduction

&

Positioning

Process

&

Scope

Results

&

Benefits

Criteria

In

Detail

Contacts1 2 3 4 5



Partner Certification Benefits - Overview



Certified Partners Are Listed on our Public Web Pagehttp://www.sap.com/community/ebook/2012_Partner_Guide/index.html



Number of Certified Partnersby Service Type and Country as of Oct. 2013



Outsourcing Operations Partners Certification Status

as of Oct. 2013

1036

10

0

27

69

36

9

47

8

12 8

14

4

45

No. Certs Hosting Cloud Mobile Ops Appl.Mgmt BPO

Global 14 13 4 13 2

Country 159 80 4 44 11



Introduction

&

Positioning

Process

&

Scope

Results

&

Benefits

Criteria

In

Detail

Contacts1 2 3 4 5



Certification Scope – Hosting Services (1)

SAP Service Portfolio

Data Centers

Skills and Certifications

Number of hosted customers

Number of hosted SAP systems

SAP product experience

Training plans

Certified ITIL skills

Certified skills in the areas of SAP NetWeaver, SAP

HANA, SAP E2E Solution Operations

Certified project management skills

Impact of external risks

Fire detection and suppression systems

Fire risk in server rooms

Infrastructure redundancy and failover testing (power,

cooling)

Physical security

Access control Regular audits

Network and Connectivity

Telecommunication provider setup

Network topology (customer landscapes, administration

network, customer DMZs)

Port blocking

Intrusion detection system




Managed Backup and

Disaster Recovery

IT Service Management

Processes

Backup concept Backup storage

Recovery testing

Maximum loss of productive data in the event of a disaster

Customer DR scenarios

Availability of DR data center and setup

Event management

Service desk/incident management, request ffulfillment(implementation, tool support, system monitoring,

integration, escalation)

Problem management (implementation, integration, known

error database)

Change management (process, integration, workflow, risk

analysis, tool support)

Service asset and configuration management (concept,

CMS/CMDB, impact analysis) Service level management (implementation, reporting,

standard service catalogue)

Continual service improvement, customer satisfaction

Capacity management

Availability and IT service continuity management

Security management, Company security policy, security

audits and vulnerability tests





SAP Application Hosting

Operations manual, system landscape diagrams System monitoring (ping, hard disk, CPU and basic

network monitoring)

SAP system monitoring (update tasks, tablespaces, short

dumps, ...)

Operations service times

Usage of SAP EarlyWatch Alert, SAP Solution Manager

Implementation of SAP E2E Standards for Solution

Operations and usage of Run SAP Best Practices forSolutions Operations

SAP security guidelines

OS access

Management of administration users, SAP administration

Virus scanning

Operating system security patch handling

Project Management

Project management guidelines/methodology Usage of SAP methodology - Run SAP

Sizing methodology (SAP Quicksizer/partners)

Installation, upgrade experience

Standards, checklists, procedures

SAP technical consulting skills

SAP application consulting skills (can be also via 3rd

party)




Add-on Certification Scope – HANA Operations Services

SAP HANA Service Portfolio

HANA additional services

SAP HANA Skills, Experienceand Certifications

Hosting Services Application Management Services

Development Services

Consulting Services

SAP HANA Operations

Infrastructure/License

Trained & Certified Skills Operations Experience (SAP HANA Solutions)

Assessment & Advisory

Onboarding & Migration

Tools & Monitoring SAP Tools

Monitoring

Infrastructure, Backup, Security

HANA Landscape Backup, HA, DR

Security Best Practices




Add-on Certification Scope – Cloud Services (1)

Cloud Offering for SAP

Network and Connectivity


Number of customers on cloud Customer rights

Charging model

Cloud building blocks

Cloud scalability, flexibility

Data migration

Skills and certifications according to the underlying cloud

building blocks

Cloud specific network topics (data transfer, virtual

firewalls, monitoring, self services, access blocking)

Managed Backup and

Disaster Recovery

Cloud specific backup topics (backup of configuration,

backup of individual customers)

Cloud specific DR services

Availability of snapshots

IT Service Management Support

Processes

Change management process for cloud services




Add-on Certification Scope – Cloud Services (2)

IT Service Management Delivery

Processes

Application Hosting and Cloud

Management

Cloud specific service level management (customerindividual SLAs, provisioning SLAs, real-time information)

Cloud specific capacity management (general capacity

management, resource monitoring, capacity conflicts)

Cloud specific monitoring

SAP Solution Manager for cloud systems

Security and data isolation in the cloud

Cloud management

Cloud patching strategy




Add-on Certification Scope – Mobile Operations Services

Mobile Operations Offeringfor SAP

Mobile Device Management


Service portfolio, legal framework Charging model, technology

SAP skills, other skills

General aspects, operation

Device management, device security, BYOD

App Dev. & App Deployment App development and deployment

App management, app security

Mobile Infrastructure

General aspects, data center

Network and connectivity

Managed backup and disaster recovery, hardware

IT Service Management

Processes

Mobile Application Hosting

Service desk, incident management

Change management, configuration management

Service level management, capacity management

Service continuity management

System administration, monitoring, maintenance strategy




Certification Scope – Application Management Services

SAP Services Portfolio

Application ManagementLifecycle

SAP Application Management

Services Overview

Number of application management customers

Number of application management consultants

SAP product experience

Industry experience

Application Management offering and delivery setup

Employees, skills and training

Quality & Knowledge Management

IT Service Management organization

Customer requirement documentation/evaluation

Design methodology for AM offering

Service implementation standards

Authorization concept and security guidelines

Project/user documentation

Knowledge transfer of customer specific business

processes

Application/business process monitoring

AM go-live methodology

Event management, service desk, incident management,

request fulfillment

Problem management (implementation, integration)

Change management

Service level management

Improvement process/optimization concepts




Certification Scope – BPO Services

IT Service Mgmt. Processes IT service management support processes

IT service management delivery processes

Skills and Certifications ITIL, SAP Administration, project skills

SAP consulting skills

IT Infrastructure

Data center

Network and connectivity

Managed Backup and Disaster Recovery

SAP Application Hosting Monitoring

SAP tool usage and integration

User and security management

BPO Solution Development and

Maintenance

Quality management

Run SAP phases SAP services

BPO Solution Operations

Scope of SAP as part of the offering

SLAs with end-customers and sub-contractors

BPO life cycle

Service center



Introduction

&

Positioning

Process

&

Scope

Results

&

Benefits

Criteria

In

Detail

Contacts1 2 3 4 5




Contacts for Outsourcing Services Certifications

Fred Morse [email protected]

Marcos García-Laule [email protected]

Jens Schindler [email protected]

Peter Knapp [email protected]



Thank you

Contact information:

[email protected]

http://www.sap.com/our-partners/find-a-partner.epx

mailto:[email protected]









mailto:[email protected]

Documents

SAP OutsourcingOperations Provider Certifications v20b