ALM100

1

ALM100

Efficient Application Life-Cycle

Management

Marc Thier,

Application Life-Cycle Management Solution Management

© SAP AG 2009. All rights reserved. / Page 2

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2


Agenda

1. Application Life-Cycle Management

2. Demo: ALM Processes

3. ALM Tools

4. ALM Services

5. Organizational Aspects


Application Life-Cycle Management

The Strategic Value

Accelerated

Innovation

Value discovery and

realization

Innovation without

upgrade

Near-zero downtime

Operation

at lower cost

Standardize, unify, and

automate operations

Manage complexity

Manage SLAs

With Application Life-Cycle Management,

customers implement high-quality solutions faster

and operate them at lower cost

Superior

Quality

of SAP solutions,

customer

enhancements and

partner deployments

in terms of functionality,

performance,

availability and security

3



In the Context of ITIL

Enterprise Resource

Planning for Your

Business

Financial Mgmt (Budgeting, Accounting,

Asset Accounting, Billing)

Risk & Compliance

Mgmt

Human Resources(Skill / Resource /

Workforce Management,

Time Management)

Marketing & Sales,

Customer

Satisfaction

Sourcing(Supplier / Procurement /

Enterprise Asset / License

Management)

Demand, Project and Portfolio Mgmt

IT Service Management

Infrastructure Management


Service, Application and Project Portfolio Mgmt

Project Management

Services Catalog (Service Design & Delivery)

Hardware, Network, OS, DB

Infrastructure Assets and Inventory

Ch

an

ge M

an

ag

em

en

t

Serv

ice D

esk

(Incid

en

t an

d P

rob

lem

Mg

mt)

Co

nfig

ura

tion

Man

ag

em

en

t

Included in SAP

Enterprise Support for

planning, building and

operating SAP solutions

IT Reporting

Analytics

CIO Dashboards


Application Life-Cycle Management from SAP

Provides a Comprehensive and Integrated Solution

Application Life-Cycle Management from SAP provides processes, tools, services, and an organizational model to manage SAP and non-SAP

solutions throughout the complete application life cycle

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

End-to-end Application Life-Cycle

Management processes

Leverage best practice processes

SAP Solution Manager and integrated

SAP and 3rd-party management tools

Optimize your tool portfolio

Service & Support Offerings

Gain access to experts

Educational Services

Empower your workforce

Organizational Aspects

Roadmaps (ASAP, Run SAP)

E2E Solution Operations standards

Organizational Model (Customer CoE)

4


SAP’s Commitment to Measurable Support KPIs

Application Life-Cycle Management as Important Value Enabler

CPU Utilization and "overall power

growth rate"

Storage Utilization and growth rate

Run & Maintain work required for

deploying support packages and

enhancement packages

Increase number of days without an outage

Reduce mean time to resolve

Reduce overall incidents

Number of emergency changes

Impact of change

Number of failed changes

On current technology stack

Number of redundant custom code/

objects; functionality available on

newer releases

Business Continuity Business Process Improvement

Protection of Investment and

Accelerated Innovation

Reduced Total Cost of Operations

Application

Life-Cycle

Management

SAP’s goal to provide a rating of application support via key performance indicators is

innovative and challenging. The extensive benchmarking phase and mapping of key

performance indicators to business value will allow customers to fully understand the

benefits of a comprehensive support program.Peter Wesche, research director, Gartner

“


Customer Proof Points

Application Life-Cycle Management is Real

‖We implemented enhancement package 3 …. In comparison to the upgrade from R/3 4.6C to ECC 6.0 we could reduce the costs for installation, configuration, test & go-live of EHP3 by almost 10 times.‖

Didier Magnien, Director Global SAP Systems, Sappi Limited

‖Realized Benefits due to E2E Solution Operations: Up to $ 5 million (one time) due to performance optimization, up to $10 million p.a. due to data volume management, and IT Operations productivity increased by 100%.‖Rinat Gimranov, CIO, Surgutneftegas

‖System successfully supported Unilever end-of-year business target of shipping $732 million without any performance issues.‖

Irlei Homero, IT Application Services Manager, Unilever Americas

‖By eliminating recurring problems, SAP Solution Manager has let DuPont improve system availability by 18% and reduced average system response time by 58%.‖

Michael J. Stoko, Director Global Operations, DuPont

Business Continuity Business Process Improvement

Protection of Investment

and Accelerated Innovation

Reduced Total

Cost of Operations

5



An approach in six phases

Application Life-Cycle Management follows the six phases

of ITIL application management.

SAP delivers high value for all phases of the life cycle.

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management


Why SAP?

Only integrated and comprehensive offering to cover the

complete Application Life-cycle for SAP and non-SAP

systems

Tools, best practices, accelerators and consulting services

all from one vendor

Open to seamlessly integrate third part service

management solutions

Measurable Benefits for Business and IT (KPIs)

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

“ SAP is now the role model for the evolution of software support

offering an industry game-changing standard for transparency,

accountability and the clear measurement of value.

We remain strongly committed to helping our customers

both protect their investments and closely manage costs.

Léo Apotheker, CEO SAP

6


Holistic Approach

Integration from project to solution

―Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a solution. It enables us to control every step, from the design, to the realization to the IT operation of the system, and guaranteeing a full tracking and a very effective introduction of the system. We considered we obtained substantial benefits with this adoption, reducing TCO and above all we were successful to manage complex projects and edge operations‖

Martin Flegenheimer, IT Director, Ferrero Germany

Roadmap, Blueprint, and Implementation

Change Control Management

Maintenance

Management

Monitoring &

Reporting

Application Incident Management

TestingOperations


Multiple Roads to Success

Define Your Own Roadmap to Application Life-Cycle Management

Define your own roadmap

to efficient application life-cycle

management depending on factors

such as:

the maturity of your IT processes

your IT projects and project pipeline

cost pressure and cost structure

compared with peers

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

Call to Action: Prioritize your pain points and consume the application life-cycle management cake in bite-size pieces!

7


Mission Accomplished:

A single source of truth is established

All monitoring data

All test

information

All customer

developments

and functional

enhancements

The entire

documentation

All incident and

problem information

All training

information

All maintenance

activities

All service planning,

deliver and follow-up

information

All business processesAll systems

All service level information

All change

information

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

―End state objectives:

Same Systems

Same Performance

Warren Kaufmann, Associate Director, Colgate-Pamolive

Same Information

Same Processes Everywhere‖


Licenses Services

SAP‘s Commercialization of

Application Life-cycle Management

SAP Enterprise Support

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

8


Agenda



3. ALM Tools

4. ALM Services



Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-cycle

Management


ALM Processes

Solution Documentation Central documentation of processes, system

landscape, custom code, partner applications, …

Template Management Standardize configuration

across multiple projects

Innovation Management Discover and realize enhanced

business functionality

Avoid disruption of business

Test Management Change impact analysis

End-to-end test management

Technical Operations Central monitoring & alerting infrastrucutre

Unique End-User Experience monitoring

Central administration tools

Change Control Management Integrated quality management

Synchronized transports of various components

Controlled and documented adjustment of

business processes incl. approval process

Maintenance Management Management of corrective software

packages

Business Process Operations Ensure business continuity

Provide Business KPIs

Business process benchmarking

Application Incident Management Integrated service desk

Involvement of partners in problem resolution

Provide root-cause analysis for complex

landscapes with diverse technology stacks

Application Life-Cycle Management provides processes

to optimize business continuity and agility

Upgrade Management

Comprehensive project support

for release transitions

9

DEMO


Agenda



3. ALM Tools

4. ALM Services


10


SAP PPM by IDS Scheer

16. Monitor and

manage implemented

business processes

SAP CPS by

Redwood

14. Central Process

Scheduling

SAP Solution Manager

Extending functionality through integrated SAP Products

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

SAP Productivity

Pak by RWD

3. Create

BPP based

upon SAP

transaction

process

4. Transfer

business blueprint

and create test

requirements

SAP TAO

6. Requirements provide

information for components to

be generated by SAP TAO

SAP TDMS

8. Create test data

for test cases using the

Test Data Migration

Server (TDMS)

SAP

LoadRunner

by HP

10. Run Load Test

before GoLive

SAP Quality Center by HP

5.Build manual test cases

7. Compose test

cases based on

TAO components

12. Update project

analysis with test

results

SAP UEM by Knoa

15. Monitor and measure

end-user experience and

performance

11. Synchronize

defects between QC

Defect Management

and Solution Manager

Service Desk

2. Update blueprint

after redesigning the

current business

processes

1. Create business

processes

documentation

SAP Enterprise Modeling

by IDS Scheer

SAP Solution Manager Adapter

for Quality Center by HP

9.Run manual and

automatic test cases

SAP Extended

Diagnostics

13. Integrate 3rd party and

custom developed

applications in monitoring &

alerting infrastructure


ALM Proof Points

For Integration of 3rd-party tools

Key Message:

SAP Solution Manager as an application management platform provides multiple interfaces to 3rd party products.

This shall be demonstrated by means of customer references:

SAP Productivity Pack

by RWD

Links to

other training material

SAP Quality Center by HP

Links to documents

in external data warehousesRequire-ments

Design

Buildand Test

Deploy

Operate

Optimize

Technical

Documentation

Business

Blueprint

E-Learning

Management

TestWorkbench

Configuration

Enhanced Change

and Transport System

JobScheduling

Service

Desk

Technical

Monitoring

Change Request

Management

Interface types:

SAP Adapter

OEM

Open Interface

Partner Interface

Link

PlannedARIS

eCATT *)

*) 7 certified solutions

Non-SAP Software

Certified softwareHP OpenView

BMC Remedy

Run Book Automation

CCMS* *) 9 certified solutions

CA Wily Introscope

BMC Appsight

CCMS -XBP* *) 24 certified solutions

SAP Central Process

Scheduling by Redwood

CMDB

11


Integration with SAP Global Support Backbone

Receive remote support

Secure remote access

Remote connection (Solution Manager)

Application sharing (Netviewer)

Full access control

Remote service delivery

Transfer information

Forward incidents

Send SAP EarlyWatch Alert data

Retrieve information

Knowledge databases / communities

Software downloads and patches

Installation and license keys

Configuration templates

SAP

Service Marketplace

Global Support

Backbone

Knowledge

databaseCRM PLM


Define Your Roadmap for

Application Lifecycle Management

Manage incidents & requests for change

Basic

Configu-

ration

Immediate

Start

Innovate & Upgrade

Test

Administer

Report Service Levels

Get SAP Solution Manager ready!

Projects

Extended configuration

Deploy

Monitor processes and interfaces

Manage jobs

Manage volume

Monitor systems & users

Deploy

Maintenance of SAP software

Collaborate with SAP

Proactive Support and Mission Critical Support

Root Cause Analysis

Document Technical Landscape

Document Business Processes

Test

Exploitation Strategies

Projects Business Processes Systems

Implementation and Upgrade Application Focus NW Focus

Time to benefit from SAP Solution Manager is short

Low customer investment necessary

12


SAP Solution Manager – Pre-Requisites for Key Capabilities & Services


Key Capabilities & Services

SAP Solution Manager capabilities

can be configured and implemented,

based on customer-specific priorities

and roadmaps

Individual services and guided

expert session for desired

configuration

The 4 Steps to fully exploit the value of


To achieve IT transparency

“Single Source of Truth”

To get access to specific SAP

Enterprise Support and SAP Solution

Manager capabilities

SAP Solution Manager enables you to establish a “Single Source of Truth” for the

support by your operations teams and organization

SAP

Support SLA

Custom Code

Documen-

tationBusiness

Process

Documentation

Modification

Justification

Check

Custom Code

Maintainability

Check

Root Cause Analysis

for Custom Code

Test Workbench &

eCATT

Configuration

Content

Test

Content

Upgrade

(Delta Configuration)

Business

Process

Monitoring

Accelerated

Innovation Enablement

Template

Management

Change Request

Management

Diagnostics

System

Monitoring

System

Administration

Technical SLA &

IT Reporting

Custom Development

Management Cockpit

Quality

Management

Service

Desk

Deploy (Q-Gate

Management, CTS+)

Solution

Documentation

Assistant

4

3

ASAP

Run SAP

for Industries

Run SAP

for Technology

Selected

CQCs*

Additional

CQCs*

* Continuous Quality Checks

Technical

Landscape

Documentation

1

2

Technical

Configuration of

Solution Manager

SAP Quality Center

by HP

SAP CPS by

Redwood

Documentation Types

How to get a Minimum Documentation and fully exploit the Value


Documentation of Core Business Processes

Decision Tree

Decision Tree: How to come to a business process documentation in SAP Solution

Manager

Verify

Discover

Reuse

Transfer

Documentation

available

somewhere

else

Tool based

documentation

compatible with

SolMan

yes

yes

no

no

Documentation

available

in SolMan

yes

no

Sign-off by

business

process expert

Continuous

verification

with SoDocA

Adjust

documentation

Verify results

with business

process expert

Check

completeness of

documentation

Upload

documentation

Manual transfer

of process

structure

Sign-off by

business

process expert

Continuous

verification

with SoDocA

Adjust

documentation

Verify results

with business

process expert

Verify process

structure

with SoDocA*

Verify

VerifyUpload/link

documentation

Automatic

transfer of

process

structure

Verify process

structure

and prepare

transfer

Analyze with

predefined

business content

and SoDocA

SoDocA = Solution Documentation Assistant

13


Agenda



3. ALM Tools

4. ALM Services



Expert-Guided Implementation

―Training on the Job‖ at Its Best

Training, practical experience, remote consulting

Day 1 Day 2 Day 3 Day 4 Day 5

SAP expert explains step-by-step

configuration using training materials

Execution, 2-3 hours on the same day

Participants have direct access to an

SAP expert who directly supports

them remotely, if necessary, during

the execution

Empowering, Web session, 1-2 hours each morning

Participants perform demonstrated steps

in their own project, on their own SAP

Solution Manager software

Expertise on demand, during execution

14


Expert Guidance

We solve key challenges

Complete Execution

We deliver a completesolution

Quality Management

We audit and providedirections

Enablement

We provide knowledgeand qualification

Leve

l o

f S

AP

E

ng

ag

em

en

t

PLANNING

Define business processand IT roadmap

BUILDING

Deploy initially or expand

RUNNING

Run and incrementallyimprove total cost and value

Road map Workshop

Installation of


Coaching for SAP Solution Manager

Going-live check for SAP

Solution Manager

Software Change Management:

Assessment

Quick start for projects

Test Management Optimization

IT Reporting setup

Business Process:

Monitoring

Business Process:

Document, & Test

Software Change Management:

Implementation

Initial configuration

Upgrade / Patching of


SAP Solution Manager Service Portfolio


SAP Solution Manager Roadmap Workshop

Deliverables

Identification of customer pain points by

interviews

Mapping of Solution Manager

functionalities against these pain points

Matrix of effort and value to identify quick

wins

Based on SAP best practices and

experience

Solut ion Documentat ionImplementat ion

Test Workbench

E2E Root Cause Analysis

Upgrade

Custom Development

Management Cockpit

E-Learning

Change Request

Management

Deployment & Q-Gate

ManagementMaintenance Optimizer

Business Process Monitoring

Inc ident & Problem

Management

Job Scheduling Management

System Administrat ion

System Landscape

Administrat ion

System Monitoring

Report ing

Top Issue Management

Ease of Implementation

Valu

e

high

value-

low effort

Prioritization of initiatives Roadmap

Consolidation of initiatives into a roadmap

Each initiative is described in detail

Implementation effort

Expected benefits

Look and feel

Customer experience

Explanation on how to leverage latest Solution

Manager release with minimum risk & costs

Technical path forward

15


Run SAP Training Curriculum:

Methodology and E2E Solution Operations Courses

Level 1 Methodology Level 2 Standards

Business Configuration

SMI310 (3d ILT): SAP Solution Manager:

Implementation Methodology and Tools in

Detail

Business Continuity

Quality Management

E2E060 (3d ILT): Customer Center of

Expertise

E2E040 (2d ILT): Run SAP – End-to-End

Solution Operations

How to Use How to Configure

E2E100 (5d ILT): E2E Root Cause Analysis

E2E200 (5d ILT): E2E Change Control

Management

* E2E220 (3d ILT): Test Management

E2E300 (5d ILT): Solution Support

Business Process

E2E400 (3d ILT): Technical Upgrade

Management & Unicode Conversion

E2E500 (3d ILT): Custom Development

Management

Application Mgmt. & Tech Operations

Application Management

Business Process Operations

Program Management Office

Custom Development

SM100 (5d ILT): SAP Solution Manager

for Operations of SAP Solutions


Change Request Management


Business Process Monitoring

Application Mgmt. & Tech Operations

Application Management

Business Process Operations

* E2E220 is scheduled to be released in Q4 2009 : Certification available


Agenda



3. ALM Tools

4. ALM Services


16


SAP Provides Aligned Methodologies

Along the Application Life Cycle

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Life-Cycle

Management

Run SAP

Optimize the

implementation

and ongoing

execution of

Application

Lifecycle

Management

Accelerated SAP

Streamline

implementation

and upgrade

projects

Application Lifecycle Management provides roadmaps

which cover the most typical customer situations

– implementation, operation, upgrade

SAP provides these roadmaps inside SAP Solution Manager

(incl. a roadmap tool)


SAP standardizes E2E Solution Operations

Solution Implementation and Operations

Standards for SAP Solution Operations

SAP Standards for Solution Operations:

Define mission-critical operations processes

Provide Best Practices and Implementation

Roadmaps

Based on a general organizational model

Trainings/certifications are available

Available for download at

http://service.sap.com/supportstandards

The standards allow you to set up best-in-class operations

http://service.sap.com/supportstandards

17


primary

BUSINESS

Global Business ProcessChampion

Regional Business ProcessChampion

Program Management Office (PMO)

End User,Key User

Application ManagementQUALITY MANAGEMENT

Integrated Q-Management, One source of the Truth

BusinessProcess Operation

Custom Development

SAP Technical Operations

IT Infrastructure

IT

Customer Center of Expertise

Certification of Customer COE Organization by SAP

Functional certification by SAP

underscores a customer’s commitment to

continual improvement of its SAP solution

operations.

Two certificate levels are possible:

primary certification

advanced certification

Together, these levels offer a phased

approach to the validation of a Customer

COE organization’s full adoption of the

Run SAP methodology. Both levels of

certification require that the organization

comply with the SAP® Standards for

Solution Operations.

advanced

Text

Text

Text

Text

Text

Text

P

A


Efficient Application Lifecycle Management

Call to Action

Explore the Value and Scope of Establishing a Single Source of Truth

Define Your Roadmap for ALM Implementation

Implement SAP Solution Manager Enterprise Edition

Optimize Your IT Processes

Empower Your IT Organization

18


Require-ments

Design

Deploy

Build & Test

Optimize

Operate

ALM

Application Lifecycle Management:

Available information assets

service.sap.com/alm


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