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SAP Solution Manager Survey 2016
Sebastian Herbig
Head of GMS Delivery Germany / Head of ALM Services
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Management Summary
Sehr geehrte Leserinnen und Leser,
im August 2016 wurde der SAP Solution Manager 7.2 (SolMan) freigegeben. Aus Anlass des Versionswechsels untersuchte die itelligence Tochter BIT.Group im Rahmen einer Forschungskooperation mit der Technischen Universität Dresden die Nutzung sowie die Nutzererwartungen an den SolMan 7.2.
Im Rahmen der Studie wurden von August bis Oktober 2016 insgesamt 88 Unternehmen hinsichtlich ihrer aktuellen bzw. zukünftigen Nutzung, ihrer Zufriedenheit sowie ihren Erwartungen an den SolMan 7.2 befragt. Ferner wurde nach Beweggründen zur Durchführung des Upgrades gefragt.
Ein besonders herzlicher Dank gilt allen SolMan-Nutzern, die an der Umfrage teilnahmen. Dank ihrer Hilfe konnten interessante Einblicke zum SolMan gewonnen werden. Wie erwartet gibt es große Gegensätze in der Zufriedenheit mit dem SolMan. Neben vielen zufriedenen Unternehmen gaben ebenfalls viele Unternehmen an, eher unzufrieden mit dem SolMan zu sein. Diese konträre Wahrnehmung ist dabei unabhängig von Unternehmensgröße und Funktion des Teilnehmers. Dennoch werden zwei von drei befragten Unternehmen die SolMan-Nutzung bis Ende 2017 intensivieren. Stärkstes Wachstumspotenzial besteht dabei im Szenario Business Process Operations, gefolgt von den Szenarien Custom Code Management und Test Management.
Die Erwartungen an den SolMan 7.2 fokussieren hauptsächlich auf Verbesserungen an Benutzeroberfläche und Benutzerführung. Diese Wünsche werden im SolMan 7.2 berücksichtigt. Hauptgrund zum Upgrade ist jedoch weiterhin der verlängerte Support. Beeinflusst wird die Upgrade-Entscheidung jedoch auch durch weitere Faktoren wie die neuen SolMan-Funktionalitäten, die enthaltene SAP HANA-Lizenz oder die erweiterte SAP HANA-Unterstützung. Dagegen verzögern vor allem finanzielle und personelle Einschränkungen die Durchführung des Upgrades.
Diese Ergebnisse bestätigen unsere Erwartungen aus der langjährigen SolMan-Beratung. Als BIT.Group bieten wir Ihnen umfangreiche SolMan-Beratung für alle Szenarien zusammen mit dem neuesten Know-how zu angrenzenden Lösungen und Technologien wie SAP HANA oder SAP Focused Solutions. Unsere Berater freuen sich darauf, Fragen zum SolMan 7.2 und angrenzenden Themen mit Ihnen im persönlichen Austausch zu besprechen!
Mit freundlichen Grüßen
Sebastian Herbig
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Sebastian HerbigHead of GMS Delivery Germany / Head of ALM Services
Management Summary
Dear reader,
Following the general release of SAP Solution Manager 7.2 (SolMan) in August 2016, BIT.Group, an itelligence subsidiary, carried out a user survey, as part of aresearch cooperation with the Technical University of Dresden, into the usage and expectations of SolMan 7.2.
Between August and October 2016, 88 companies were interviewed concerning their current and future SolMan usage, their satisfaction as well as theirexpectations for the new version 7.2. They were also asked about their motives for upgrading.
We would like to take this opportunity to sincerely thank all of the SolMan users who participated in the survey. Thanks to their support we were able to gain aninteresting insight into SolMan. As expected, the survey revealed extremely contrary results with regard to user satisfaction. Besides many satisfied users thereare also many dissatisfied users. This split is independent of the company size and user function. Nevertheless, two out of three companies plan to increase theirSolMan usage by the end of 2017. The greatest increase potential is in Business Process Operations followed by Custom Code Management and TestManagement.
The main expectations for SolMan 7.2 are focused on improvements in the user interface and user guidance, which have indeed been addressed in the newrelease. Nevertheless, the main reason for upgrading is to maintain support. Various additional factors, such as new SolMan functions, the included SAP HANAlicense or the advanced support for SAP HANA, also influence the decision to upgrade. By contrast, financial and personal constraints were the main restrictionsfor upgrading to SolMan 7.2.
These results confirm the expectations from our long-standing experience as SolMan consultants. BIT.Group provides comprehensive consultancy for all SolManscenarios combined with the latest know-how of related technologies and solutions, such as SAP HANA or SAP Focused Solutions. Our consultants are lookingforward to discussing SolMan 7.2 and related questions with you in a personal dialogue!
Best regards
Sebastian Herbig
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Sebastian HerbigHead of GMS Delivery Germany / Head of ALM Services
Content
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02
01
03
04
Survey Content & Demographic Information
Current SAP Solution Manager usageSolution Manager usage LevelUser (dis-)satisfaction
Future SAP Solution Manager usageFuture SolMan usageExpectations for SolMan 7.2Upgrade: motivation & barriers
SAP HANA & SAP Focused Solutions
Survey Motivation
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01 Survey Content & Demographic Information
SAP Solution Manager 7.2 released on August 15, 2016
Experience in daily business:
Contrary SolMan perceptions
A lot of confusion concerning SolMan upgrade
Triggerfor survey implementation
How satisfied are SolMan users?
What are the most urgent expectations concerning SolMan 7.2?
What is the current planning status for the SolMan 7.2 upgrade?
What motivates companies to upgrade? What hinders them?
What are the most valuable SolMan scenarios from a customer perspective up until the end of 2017?
(extract)
Triggerfor survey implementation
Research cooperation with the Technical University of Dresden
Realization within the frame of a master thesis
Realization of the survey project
Motivation for
conducting the
survey?
Survey content
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01 Survey Content & Demographic Information
Industry & number of employees
Function
SAP support level
SolMan version andyear of introduction
Demographic Questions
What did we
ask for within the
survey?
Level of current SolMan usage
General user (dis-)satisfaction
User (dis-)satisfaction concerning various factors
Solution Manager
current usage
Development of future SolMan usage
Expectations of SolMan 7.2
Planning status for SolMan 7.2 upgrade
Upgrade motivation and barriers
Future SolMan usage
Current SAP HANA
usage and future
development
SolMan 7.2 as booster
for SAP HANA
SolMan 7.2 as strategic
tool for SAP HANA and
S/4HANA
SAP Focused Solutions
SAP HANA
Demographic information
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01 Survey Content & Demographic Information
88 randomly selected German-speaking companies participated August until October 2016
C (500 -
999)
17%
D (1.000 -
4.999)
24%E (5.000+)
29%
A (<100)
11%
B (100-499)
19%
Number of employees FunctionTop 5 industries(n=88) (n=88) (n=88)
Manufacturing (25%)
Financial & insurance services, real estate (16%)
IT & IT consulting (16%)
Public administration (15%)
Transportation, storage, accommodation & gastronomy (11%)
IT manager
27%
IT operator
56%
Both
17%
SolMan version
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02 Current SAP Solution Manager usage
SAP Solution Manager 7.01 is still relevant for some companies
SolMan 7.01
(or earlier)
10%
SolMan
7.1
88%SolMan 7.2
2%
SolMan version in use
32
31
7
16
12
18
23
1 1
0
10
20
30
A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)
Version in use & number of employees
SolMan 7.01 or earlier SolMan 7.1 SolMan 7.2
(n=87)
SolMan 7.01 is still in use (even in bigger
companies)
Companies using SolMan 7.01 (or earlier) only
use SolMan for basic tasks
5
3
0
2
4
6
To install SAP
updates
Just to install SAP
updates and a few
additional tasks
Usage intensity
Usage of SolMan 7.01
(n=87)Top Findings
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version:
SolMan version
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02 Current SAP Solution Manager usage
Two thirds of companies use all SolMan functionalities without any additional costs
7
20
12
42
110
4
0
25
50
SolMan 7.01 or earlier SolMan 7.1 SolMan 7.2
1 - SAP Standard Support
2 - SAP Enterprise Support
3 - SAP MaxAttention
Don't know / no answer
SAP Standard Support
32%
SAP Enterprise Support52%
SAP MaxAttention*11%
Don‘t know /no answer
5%
Support contract level & SolMan version
Most used support contract level is SAP Enterprise Support
This means 63% of all enterprises can use all SolMan functionalities without additional license fees
Among small enterprises (< 100 employees), SAP Standard Support is the most common option(n=88)
(n=88)
Support level of participating companies
Top Findings
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SolMan version (self-assessment)
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02 Current SAP Solution Manager usage
1 1
3
6
4
2
4
3
5
10
12
2
5
2
5
9
2
6
1
2 2
1
0
2
4
6
8
10
12
14
A (<100) B (100-499) C (500 -
999)
D (1.000 -
4.999)
E (5.000+)
How would you characterize your company’s
SolMan usage?
No usage
To install SAP updates
Just to install SAP updates and a
few additional tasks
For a wide range of SAP
connected tasks
For a very wide range of SAP
connected tasks
Don't know / no answer
Even big companies mainly use
SolMan for SAP updates and a few
additional tasks (subjective grading)
SolMan also gained attention within
small-sized companies (100-499
employees)
Participant’s function does not affect
the given assessment
(n=88)
Level of SolMan usage:
There is a high usage potential for SolMan as it is currently mainly used for installing updates and a few
additional tasks
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SolMan usage (self-assessment)
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02 Current SAP Solution Manager usage
IT Managers using SolMan are the most satisfied users
1 - very dissatisfied
9%
28%
20%
38%
5 - very satisfied
6%
0%
5%
10%
15%
20%
25%
30%
35%
40%
(Dis-)Satisfaction
Total Customer Satisfaction
1 - very dissatisfied
2 - rather dissatisfied
3 - neither nor
4 - rather satisfied
5 - very satisfied
(n=87)
0
5
10
15
A (<100) B (100-499) C (500 -
999)
D (1.000 -
4.999)
E (5.000+)
Satisfaction and company size
Average satisfaction is 3.03 (fairly average)
Perception of satisfaction is quite contrary –
participants are rather dissatisfied or rather satisfied
Decision-makers who simultaneously use SolMan as
operators are the most satisfied users
(n=87)(n=87)
Ø 3.03
Ø 2.96 Ø 3.08 Ø 3.20
Ø 2.80
Ø 3.18
Ø 3.07
Ø 3.00 Ø 3.04
0
2
4
6
8
10
12
14
16
18
IT operator IT manager Both
Satisfaction and function
Top Findings
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User (dis-)satisfaction
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02 Current SAP Solution Manager usage
Higher SolMan usage generates higher user satisfaction
34
1
7
12
3
1
3
76
12
1011
9
12 2
0
2
4
6
8
10
12
14
Just to install SAP updates To install SAP updates and a few
additional tasks
For a wide range of SAP connected
tasks
For a very wide range of SAP
connected tasks
(Dis-)Satisfaction and usage intensity
very dissatisfied rather dissatisfied neither nor rather satisfied very satisfied
Ø 2.27
Ø 2.76 Ø 3.43 Ø 3.92
(n=85)
Wider SolMan usage generates higher
satisfaction (or vice versa)
Hypothesis: The more a user uses SolMan
services, the more they understand the
underlying concepts and advantages, leading
to higher satisfaction
(Dis-)Satisfaction with SolMan:
Usage intensity of SolMan
Top Findings
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Factors affecting (dis-)satisfaction
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Further UX improvements will significantly enhance user satisfaction
Top 3 – Most satisfactory factors
Users’ main dissatisfaction is caused by user experience
issues
Companies are neither satisfied nor dissatisfied with the
current maintenance interval ( Ø 2.99)
(Dis-)Satisfaction with maintenance interval varies only
slightly depending on function
License fees ( Ø 3.74)
Functions provided ( Ø 3.53)
License model ( Ø 3.52)
Top 3 – Most dissatisfactory factors
User interface ( Ø 2.53)
User guidance ( Ø 2.56)
Interfaces provided to external systems ( Ø 2.9)
(n=87)
1.. very dissatisfied 5.. very satisfied
1.. very dissatisfied 5.. very satisfied
(n=87)
Top Findings
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Changes in usage
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2%0%
31%
53%
14%
0%
10%
20%
30%
40%
50%
60%
decrease significantly decrease slightly maintain current usage extend slightly extend significantly
Share
of all c
om
panie
s
SolMan usage by end of 2017
Development of SolMan usage by end of 2017
By 2017 more than 67% of all
companies will extend their SolMan
usage
Even 50% of companies size A are going
to slightly extend their usage, 40%
significantly
There is no significant variation in
forecasts given by users with different
functions
SolMan usage by end of 2017 (depending on company size)
10%5%
0%
63%
33%
20%
29%
50%
31%
53%60% 63%
40%
6%13% 15%
8%
0%
20%
40%
60%
A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)
Share
per
cate
gory
Number of employees
decrease significantly
decrease slighly
maintain current usage
extend slightly
extend significantly
SolMan usage by end of 2017
(n=85)
(n=85)
By 2017 more than every second company plans to extend its SolMan usage
03 Future SAP Solution Manager usage
Top Findings
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Changes in usage
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3%
47%
39% 48%52%
61%
29%
67% 69%
106%
45%50%
0%
20%
40%
60%
80%
100%
Perc
enta
ge o
f usin
g c
om
panie
s
Current usage Usage end of 2017 Increase in percent
(n=85)
High potentials (Top 3)
Business Process Operations
Custom Code Management
Test Management
It seems as if customers understand the concept of BPO.
With the exception of Maintenance
Management, every scenario will be
used more often.
Current and future SolMan usage
Top Findings
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Changes in usage – ITSM
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Top Findings
60%
44%
27%30%
17%
0%
10%
20%
30%
40%
50%
60%
70%
A (<100) B (100-499) C (500-999) D (1.000 - 4.999) E (5.000+)
Share
of ente
rpri
ses u
sin
g
ITSM
within
each c
ate
gory
Number of employees
Usage of ITSM within SolMan (by end of 2017)
50%44%
20% 20%
8%
0%
20%
40%
60%
80%
A (<100) B (100-499) C (500-999) D (1.000 - 4.999) E (5.000+)
Share
of ente
rpri
ses u
sin
g
ITSM
within
each c
ate
gory
Number of employees
Current usage of ITSM (within SAP Solution Manager)
Upcoming question: Does ITSM within SolMan provide sufficient functions for large enterprises?
Possible explanation:
Larger enterprises implemented ITSM before
SolMan gained extended features
To change processes in large enterprises, a
large number of processes need to be adopted.
This delays the deployment of ITSM within
SolMan
(n=88)
(n=88)
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The larger the enterprise, the less it uses ITSM within SolMan
Custom code
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28%
20%
48%
4%
0%
10%
20%
30%
40%
50%
60%
None or few Average High or very high Dont't know / no answer
Quantity of implemented custom code(n=50)
48% of all surveyed companies use a high or very
high amount of custom code
Especially large companies (5.000+ employees)
apply custom code intensively
Companies with high quantity of custom code also
feature a high share of unused custom code
13%
3
29%
7
42%
10
17%
4
0
2
4
6
8
10
12
High or very high quantity of Custom Code
none or few
average
high or very high
Don't know / no answer
Share of unused custom code(among companies with high/very high quantity of custom code)
Share of unusedcustom code
(n=24)
Top Findings
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The more custom code is implemented, the more custom code is not used
Expectations for SolMan 7.2
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Top Findings
The most urgent user expectations for
SolMan 7.2 are connected with:
User experience issues
Support issues
New SolMan functionalities are ranked lower.
Top 5 Expectations
Optimized user navigation ( Ø 4.53)
Improved findability of
support materials ( Ø 4.35)
User interface adjustments ( Ø 4.33)
Constant license fees ( Ø 4.13)
Extended functionalities within
the standard license ( Ø 4.12)
Further Expectations
Providing road maps & best practices
for SAP HANA ( Ø 3.95)
SolMan optimization for SAP HANA
( Ø 3.75)
Provision of further functionalities
( Ø 3.73)
Provision of a responsive design
( Ø 3.66)
Advanced support for cloud/
hybrid usage ( Ø 3.40)
1.. strongly disagree
5.. strongly agree
(n=88)
Main user expectations for 7.2 address known issues – new functions have a lower priority for users
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SolMan 7.2 upgrade implementation
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Top Findings
Majority of companies (62%) have already
planned SolMan update
In contrast, 13% have neither planned nor
scheduled upgrade
By end of 2017 57% of all companies (more than
every second) will have upgraded
Companies 1.000+ employees are most
progressed concerning upgrade planning
How the new release is perceived by customers
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Planning status & company size
Planning status – SolMan 7.2 upgrade
20%
6%
33%
5% 8%
40%35%
20% 19% 20%
40%
59%
47%
76%68%
0%
10%
20%
30%
40%
50%
60%
70%
80%
A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)
Neither scheduled nor planned Loose Planning
Scheduled Don't know / no answer
SolMan upgrade
(n=87)
62% 25% 11% 1%
0% 20% 40% 60% 80% 100%
Scheduled Loose planning (no timing)
Neither planned nor scheduled Don't know / no answer
(n=87)
SolMan upgrade
Motivation to upgrade
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Top Findings
Key reason to upgrade is to maintain support
New features (e.g. cloud/hybrid support, launch
pads, responsive design)
have lower priority or appear to be not that well-
known
The key reason to upgrade is to maintain support
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Extended SAP support (69%)
Further/improved functionality (44%)
SAP HANA support (39%)
Support for cloud or hybrid usage (17%)
SAP SolMan launch pads (17%)
Responsive design (15%)
Influencing factors (high/very high relevance for update decision)
(n=88)
Extended SAP
support33%
Don't know / no
answer23%
New/improved
functionalities15%
Multiple key reasons
8%
Further reasons
7%
SAP HANA support
6%
Graphical process modelling
tool4%
Advanced support SAP
S/4HANA2%
Gaining SAP HANA experience
1%
Consistent SAP FIORI utilization
1%
Key reason to upgrade to SolMan 7.2
Challenges & barriers
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Top Findings
43% of all participants do not see any major
barriers for SolMan 7.2
Main barriers are related to financial and
personal constraints
Nevertheless, the average of 3.4 does not imply
any critical challenge
Financial and personal constraints represent the main barriers for SolMan 7.2
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Challenges for SolMan 7.2 upgrade
Initial training for new functionalities (3.4)
Increasing employee workload(particularly through training time) (3.3)
Additional costs (particularly consulting expenses) (3.3)
Increasing SolMan dependencies (3.2)
Getting used to SAP FIORI (3.1)
Data transformation to SolMan 7.2 (3.0)
SolMan 7.2 as booster for SAP HANA and S/4HANA?
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SolMan 7.2 plays a minor role for HANA introduction from a customer’s perspective
45%
14%
28%
13%
0%
20%
40%
60%
no or lowrelevance
mediumrelevance
high or veryhigh relevance
Don't know /no answer
32%
20%
30%
6%12%
0%
10%
20%
30%
40%
HANA before SM7.2
HANA with SM7.2
HANA after SM7.2
No HANAintroductionscheduled
Don't know / noanswer
Link between SolMan 7.2 and SAP HANA
Users do not recognize strategic position of SolMan 7.2 for SAP HANA and SAP S/4HANA
SAP HANA introduction tends to be carried out independently from SolMan upgrade
SolMan 7.2 has lower relevance for SAP S/4HANA introduction than expected
Do you consider SolMan 7.2 as strategic tool for SAP HANA implementation?
(n=88)
Mean: 2.61
39%
15%
30%
17%
0%
20%
40%
60%
no or lowrelevance
mediumrelevance
high or veryhigh
relevance
Don't know /no answer
Do you consider SolMan 7.2 as strategic tool for SAP S/4HANA implementation?
(n=88)
(n=50)
Top Findings
SAP HANA usage & implementation
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There is no general rule as to which company size is the most prone to use SAP HANA
40%
19%
40%
10%
42%
60%
81%
60%
90%
54%
0% 0% 0% 0%4%
0%
20%
40%
60%
80%
100%
A (<100) B (100-499) C (500 - 999) D (1.000 - 4.999) E (5.000+)
Number of Employees
Development of SAP HANA usage by end of 2017
(n=85)
SAP HANA usage varies depending on company size
However, there is no noticeable rule as to which company size is most interested in SAP HANA since even small companies use SAP HANA
(n=81)
Current SAP HANA usage
30%
69%
1%
SAP HANA used
SAP HANA not used
Don't know / noanswer
43%
6%
38%
7% 5%
0%
10%
20%
30%
40%
50%
No usage HANA currentlypartly used - noexpansion till
2017
Partly HANAmigrationplanned
(expansion)
Complete HANAmigration
Don't know / noanswer
Top Findings
SolMan & SAP HANA
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Main reason to run SolMan 7.2 on SAP HANA is to gain initial experience of SAP HANA
To gain experience of SAP HANA (56%)
SAP HANA migration for long-term perspective (52%)
Improving SolMan performance (50%)
SAP HANA license includedfree of charge (38%)
Further reasons (2%)
(n=50, multiple answers allowed)
Why would you run SolMan 7.2 on SAP HANA databases?
Main reason to run SolMan 7.2 on SAP HANA is to gain experience of SAP HANA
Many companies are still uncertain about changing to SAP HANA
Top Findings
SAP Focused Solutions – Awareness & relevance
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rnal
Scheduled Focused Build has a lower relevance than non-planned ‘fictive’ Focused ITSM
Top Findings
Increased promotion is necessary to raise awareness of SAP Focused Solutions
Know / heard
about it
22%
Don't know / Never heard
about it
78%
(n=85)
Do you know SAP Focused Solutions?
11%
16%
5%
11%
11%
26%
16%
32%
21%
11%
32%
26%
11%
16%
37%
16%
32%
37%
11%
5%
11%
5%
5%
0 5 10 15 20
Focused ITSM
Focused Run
Focused Insights
Focused Build
Number of Companies
very high relevance
high relevance
medium relevance
low relevance
no relevance
Don't know / no answer
BIT.Group GmbH –member of itelligence groupPreuschwitzer Str. 2002625 Bautzen
T +49 3591 5253-0F +49 3591 [email protected]
We make the most of SAP® solutions!
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Contact
Sebastian Herbig
Head of GMS Delivery Germany / Head of ALM Services
T +49 3591 5253-1267
M +49 171 88 82 32
Cooperation partners:
© 2016 – All rights reserved
Technical University of Dresden
Chair of Business Informatics, esp. Information Systems in Manufacturing and Commerce
Johannes Henning, B.Sc.
Masters student of Business Informatics atTechnical University of Dresden
BIT.Group GmbHApplication Lifecycle Management Services
Thank you for your attention!
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