WORKSHOP SAP SOLUTION MANAGER HERUG conference 8 June 2009 University of Toronto
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WORKSHOP
SAP SOLUTION MANAGER
HERUG conference
8 June 2009
University of Toronto
AGENDA
1. Prelimenary remarks on CHANGE
2. High-level overview of SAP Solution Manager (SSM)
3. Integrated environment for Software Lifecycle Management
4. SAP Solution Manager & Enterprise Support
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4. SAP Solution Manager & Enterprise Support
5. Impact for IT Support Organization• IT Operations (technical)
• IT Applications (functional)
6. ITIL & SAP Lifecycle Framework
7. Building the SAP Solution Manager Roadmap
SAP SOLUTION MANAGER
Preliminary remarks on CHANGE
GROWING COST OVERRUNS
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GROWING TIME OVERRUNS
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QUALITY FAILURES
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SAP Solution Manager
• An ERP system for IT environment
• Ultimate goal: mastering CHANGE management
– Cost overruns
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– Time overruns
– Poor quality
• Manage all, concentrating on customer satisfaction
IT’S ALL ABOUT…..
CHANGE
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IN BUSINESS • CHANGE
– Comes slowly
– Will take time
– Charles Darwin knew…
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• Expectation management needed– Change is NOT an overnight thing
– In contrast with (top-) executive’s wishfull thinking
SAP SOLUTION MANAGER
High level overview
of SAP Solution Managerof SAP Solution Manager
OVERVIEW & CONCEPTS OF SAP SOLUTION MANAGER
• SSM: usage scenarios
• Towards a transparent SAP solution
• High level overview of SSM
– Roadmap Model
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– Roadmap Model
– Roadmap Scope
SAP Solution Manager: Usage Scenarios
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Monitor your entire SAP landscape from One Central Point – All, all, …, all
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High Level Overview of SAP Solution Manager – Roadmap Model
Techn
Funct
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nical
tional
High Level Overview of SAP Solution Manager – Roadmap Scope
1. Technical base (Gateway to SAP included)
2. Functional base
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3. Solution Monitoring
4. Implementation /Upgrade
5. Service Desk
6. CHARM
SAP SOLUTION MANAGER
Integrated environment for Software Lifecycle Management Management
SO
FT
WA
RE
LIF
EC
YC
LE
MA
NA
GE
ME
NT
Development-OIn Project
ERP 6.0
[CSO]
ERP 6.0NW 7.0
[CSO]
SRM 4.0SRM 4.0WAS 6.40
[SRO]
ERP 6.0
[CST]
ERP 6.0NW 7.0
[CST]
SRM 4.0WAS 6.40
[SRT]
ERP 6.0 - Ehp4
[CSP]
ERP 6.0 - Ehp4NW 7.0
[CSP]
SRM 4.0SRM 4.0WAS 6.40
[SRP]
Quality Ass.-T Production-P
[CRO]
CRM 4.0NW2004
[CRO] [CRT]
CRM 4.0NW2004
[CRT] [CRP]
CRM 4.0 NW2004
[CRP]
SLM
(ERP 6.0 - NW 7.01)
Identity & Access
EH&S
(ERP 6.0 - NW 7.0)
and?
related
Current SAP system landscape
ERP 6.0
[CSU]
ERP 6.0NW 7.0
[CSU]
ERP 6.0
[CSV]
ERP 6.0NW 7.0
[CSV]
SO
FT
WA
RE
LIF
EC
YC
LE
MA
NA
GE
ME
NT
BI 7.0NW 7.0
[BIO]
[UPO + BPO]
SNP 7.0NW 7.0
[UPO + BPO]
[SRO][SRO]
BI 7.0NW 7.0
[BIT]
[SRT]
BI 7.0
[BIP]
BI 7.0NW 7.0
[BIP]
[SRP][SRP]
[XIO]
PI 7.0NW 7.0
[XIO] [XIT]
PI 7.0NW 7.0
[XIT] [XIP]
PI 7.0NW 7.0
[XIP]
[UPT + BPT]
SNP 7.0NW 7.0
[UPT + BPT] [UPP + BPP]
SNP 7.0NW 7.0
[UPP + BPP]
Identity & Access
Management
SAP Solution
Manager 7.0
prerequisite
Transactions
NetWeaver
New UM website
SSM 7.0
[SLO]
SSM 7.0NW 7.0
[SLO]
NWDI ..
[DIP]
NWDI ..NW0
[DIP]
Tools
SSM 7.0
[SLP]
SSM 7.0NW 7.0
[SLP]
January 2009
INTEGRATED ENVIRONMENT FOR SOFTWARE LIFECYCLE MANAGEMENT
• SAP landscapes tend to become more and more complex over time– Inherent effect of INTEGRATED nature
• ITIL is the universal standard for IT management
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management– Challenge: applying universal Best Practices to concrete individual circumstances
• SAP standpoint regarding Software Lifecycle– Plan � ITIL: Requirements and Design phases– Build � ITIL: Build and Deploy phases– Run� ITIL: Operate and Optimize phases
INITIAL PLANNING DOCUMENT SAP SOLUTION MANAGER (February 2009)
• Reasoning:– Typical for today’s Implementation and Support of (SAP) applications• Complex landscapes
• Ever rising TCO
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• Ever rising TCO
– Considerable cost savings possible using SSM• Awareness is growing due to SLM implementation experience
• Becomes urgent now because of ‘long freezes’
• ‘Everything effects everything’ effect – Spider web: pulling one thread can destroy the whole thing
Importance of SSM for the university
• Facilitates:– Faster implementation– Easier operation– Better optimization
• Both technical and functional• SSM is the ERP for IT• Key features:
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• Key features:– Documented communication with SAP (EWA, download of software, licence keys, activation keys, …)
– Proactive support through diagnostics (before problems occur)– One single location facilitates enforcement of documentation standards
– Standardized and central access of documentation facilitates Kowledge Management
– Automated testing– Support of ITIL– Support of AcceleratedSAP (ASAP) and RunSAP
Benefits SSM for the university
• Project Management– Consolidates the different ways of working– Less Implementation partner driven
• Easier enforcement of following documentation standards• Documentation moves away from the desktops of (external) consultants
• Enhanced consistency across documentation
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• Enhanced consistency across documentation
• Implementation– Documentation, educational materials, testing scripts can be accessed very easy
• Operational Support– Proactive Support of technology, processes, interfaces etc. from ONE single point
• Service Management– SSM facilitates ITIL support processes
SAP Solution Manager at a glance
• Solution Manager is mandatory, SAP contractually requires usage of this
Think BIG, start small, … but do START
15
20
Inzet formatie SAP domein
Lineaire groei
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usage of this• Business Case: ROI 1½ to 2 years due to more efficient support effort
• Develop a Roadmap for implementing Solution Manager
0
5
10Fte
Varianten
Lineaire groei
Afnemende meer-inspanning
Vrijkomend voorprojecten
Fte reduction in IT support:
•Red: linear growth without SSM
•Green: less growth with SSM in place
•Yellow: available for IT innovations
SAP SOLUTION MANAGERSAP Solution Manager
& SAP Enterprise Support& SAP Enterprise Support
SAP Enterprise Support - the story so far: the announcement
• July 18, 2008 SAP announced universal rollout of SAP ES to all customers –Objective: supporting customers’
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–Objective: supporting customers’ complex requirements meet eSOA needs
–Created enormous volume of dust because of pricing issue (17% � 22% higher maintenance fee)
–Will further explain on this in SUGEN session of tomorrow
SAP Enterprise Support – the story so far: the content• The content side of this announcement did not get any publicity at all, here it is:– SAP ES is an enhanced support offering (justifies price increase, according to SAP)
– Comprises additional services and SLA’s to all customers– SAP ES requires the use of SSM Enterprise Edition (previously available for MaxAttention customers only
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available for MaxAttention customers only– As a result all customers can now download this activation component
– Customers are required contractually to implement several functions in SSM in order to be able to access SAP ES offerings
– SAP ES includes all previous support offerings and several updates• Continuous Quality Checks• Remote services for technical Risk assessment• As well as continuous improvement• 24x7 support advisory center• SLA’s with SAP possible on priority 1 and priority 2 messages
SAP SOLUTION MANAGER
Impact for IT Support OrganizationImpact for IT Support Organization
Monitoring - The “Old” Concept
• “Old” concept is not extendable to the new world
– Increasing number of components (R/3 + CRM + 3rd-party + ITS + …)
CUS
SCM
CUS
FVS
ECC
PLM
CUS
SCM
CUS
FVS
ECC
PLM
System
administrator
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+ 3rd-party + ITS + …)
– Many new components have their own individual administration and monitoring tools
– Exploding costs for training, implementation and operations
SAP Service
Marketplace
SAP Active Global
Support
SAP Solution Manager: Central Point of Access
System
administrator
CUS
SCM
CUS
FVS
4.6C
PLM
CUS
SCM
CUS
FVS
4.6C
PLM
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SAP Service Marketplace
SAP SolutionManager
SAP Active Global Support
THE IMPACT FOR IT OPERATIONS
• At the IT operations side there is not that much new– Will be better informed then before
• Most attention draws Solution Manager Diagnostics
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Diagnostics– Because it is relatively new.
• New also means: instable to a certain extent• Install Solution Manager Diagnostics part on separate hardware?– Still needed anymore?
THE IMPACT FOR IT APPLICATIONS
• More challenging
• Individual toolboxes now under the same – integrated - umbrella–ASAP
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–ASAP
– iTutor
• Very important new features–ChaRM
–RunSAP
SAP SOLUTION MANAGER
ITIL & SAP Lifecycle Framework
ITIL & SAP LIFECYCLE FRAMEWORK
• Meeting deadlines or staying within budgets– No longer solely defines the success of application development or application integration
– The driving priority is to satisfy customers’ needs through the planning, development, and operation of an efficient and effective solution landscape
– Focus should not be placed only on implementation projects
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– Focus should not be placed only on implementation projects for new solutions, but on the whole lifecycle and the whole solution
• The SAP Lifecycle Framework describes– the lifecycle of SAP based solutions– the support offered by SAP for each phase
• Plan phase � ITIL: Requirements and Design• Build phase � ITIL: Build and Deploy• Run phase � ITIL: Operate and Optimize
SAP SOLUTION MANAGER
Building the SAP Solution Manager Roadmap
Scoping: where to go – how – when ? Complete
Co
mp
lete
Selective
SA
P S
olu
tio
n M
an
ag
er
Fu
nct
ion
ali
ty
Starting Point
Intermediate Solution
Optimal Solution
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Se
lectiv
e
SSM Utilization in the Organization
SA
P S
olu
tio
n M
an
ag
er
In Scope: Short term
In Scope: Second Half 2009
SAP Solution Manager Roadmap 2009/2011
In Scope: First Half 2010
Solution Monitoring
Business Process Monitoring
Service Desk CHARM
Retrofit
Implementation/ Upgrade
Customization Synchronization
Job Scheduling Management
Cutover
Diagnostics
Templates
> 2011
Double
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In Scope: after August 2010
Out of Scope
Technical Base
EWA/SLR
SLDConnections with SateliteSystems
MaintenanceOptimizer
2/3 Solution Manager System
Landscape
System Monitoring
Basis Service Desk
SLA Management
3rd Party Integration
Proof of Concept Charm
Change Management with TMS
Project Standards
Build Solution
Test Management
Central System Administration
Connect to SAP
Functional Base
StandardsBusiness Process Mapping
Solution Directory
Populated Business Processes
Change Management without TMS
Global
Global
Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
Technical Base
Business Process
Mapping
Standards
Populate Business
Processes
Solution Directory
D Q P
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Project Standards
Test Management
EWA/SLR D
CSA
System Monitoring D
Service Desk
POC Charm
P
P
Job Management
Charm 3+
DISCUSSION POINT 1
• SSM Landscape
– 1-system (current situation)
– 2-system (Solution Manager Diagnostics)
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– 3-system (ChaRM)
DISCUSSION POINT 2
• SSM architecture– Basis
• Technical Base• Functional Base
– Technical• Monitoring
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• Monitoring• Diagnostics
– Functional• Redesign project (next big thing)• Implementation/Upgrade (ASAP, RunSAP)
– a.o. ARIS synchronization
• ServiceDesk (ITIL)• ChaRM• BPM
QUESTIONS
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