ALM100 Efficient Application Life-Cycle Management

Marc Thier, Application Life-Cycle Management Solution Management

Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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Agenda

1. Application Life-Cycle Management 2. Demo: ALM Processes 3. ALM Tools 4. ALM Services 5. Organizational Aspects

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Application Life-Cycle Management

The Strategic Value

With Application Life-Cycle Management, customers implement high-quality solutions faster and operate them at lower cost
Accelerated Innovation
Value

Operation at lower cost

Standardize,

Superior Quality
of

discovery and realization Innovation without upgrade Near-zero downtime

unify, and automate operations Manage complexity Manage SLAs

SAP solutions, customer enhancements and partner deployments in terms of functionality, performance, availability and security

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Application Life-Cycle Management In the Context of ITIL

Enterprise Resource Planning for Your Business
Financial Mgmt
(Budgeting, Accounting, Asset Accounting, Billing)

Analytics Demand, Project and Portfolio Mgmt

Service, Application and Project Portfolio Mgmt Project Management

IT Reporting

CIO Dashboards IT Service Management

Services Catalog (Service Design & Delivery)

Risk & Compliance Mgmt Marketing & Sales, Customer Satisfaction Sourcing
(Supplier / Procurement / Enterprise Asset / License Management)

Application Life-Cycle Management

Infrastructure Management
Hardware, Network, OS, DB Infrastructure Assets and Inventory

Service Desk (Incident and Problem Mgmt)

Change Management

Configuration Management

Human Resources
(Skill / Resource / Workforce Management, Time Management)

Included in SAP Enterprise Support for planning, building and operating SAP solutions

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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
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
Design Build & Test Deploy

Requirements Optimize

ALM
Operate

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)

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SAPs Commitment to Measurable Support KPIs

Application Life-Cycle Management as Important Value Enabler
Business Continuity
Increase number of days without an outage Reduce mean time to resolve Reduce overall incidents

Business Process Improvement

Number of emergency changes Impact of change Number of failed changes

Protection of Investment and Accelerated Innovation

On current technology stack Number of redundant custom code/ objects; functionality available on newer releases

Application Life-Cycle Management

Reduced Total Cost of Operations

CPU Utilization and "overall power growth rate" Storage Utilization and growth rate Run & Maintain work required for deploying support packages and enhancement packages

SAPs 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

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Customer Proof Points

Application Life-Cycle Management is Real
Business Continuity
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 Process Improvement

System successfully supported Unilever end-ofyear business target of shipping $732 million without any performance issues.
Irlei Homero, IT Application Services Manager, Unilever Americas

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

Protection of Investment and Accelerated Innovation

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Reduced Total Cost of Operations

Application Life-Cycle Management An approach in six phases

Requirements

Optimize

Design

Application Life-Cycle Management

Operate Build & Test Deploy

Application Life-Cycle Management follows the six phases of ITIL application management. SAP delivers high value for all phases of the life cycle.

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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)

Requirements Optimize Design

Application Life-Cycle Management

Operate

Build & Test Deploy

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.
Lo Apotheker, CEO SAP

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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 Testing

Application Incident Management

Operations Monitoring & Reporting Maintenance Management

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Multiple Roads to Success

Define Your Own Roadmap to Application Life-Cycle Management

Requirements Optimize Design

ALM
Operate Deploy Build & Test

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

Call to Action: Prioritize your pain points and consume the application life-cycle management cake in bite-size pieces!
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Mission Accomplished:
A single source of truth is established
End state objectives: Same Systems Same Performance

Same Information Same Processes

Everywhere

Warren Kaufmann, Associate Director, Colgate-Pamolive

All systems All training information

Requirements

All business processes The entire documentation

Design

All maintenance activities All service planning, deliver and follow-up information All change information

Optimize
Application Lifecycle Management

All test information All customer developments and functional enhancements All incident and problem information

Operate Deploy

Build & Test

All service level information

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All monitoring data

SAPs Commercialization of
Application Life-cycle Management

SAP Enterprise Support

Requirements Optimize Design

Application Life-Cycle Management

Operate Deploy Build & Test

Licenses

Services

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Agenda

1. Application Life-Cycle Management 2. Demo: ALM Processes 3. ALM Tools 4. ALM Services 5. Organizational Aspects

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Application Life-Cycle Management

ALM Processes
Application Life-Cycle Management provides processes to optimize business continuity and agility
Upgrade Management

Solution Documentation

Comprehensive project support for release transitions

Central documentation of processes, system landscape, custom code, partner applications,

Maintenance Management

Innovation Management
Requirements Optimize
Application Life-cycle Management

Management of corrective software packages

Discover and realize enhanced business functionality Avoid disruption of business

Business Process Operations

Ensure business continuity Provide Business KPIs Business process benchmarking

Design

Template Management

Standardize configuration across multiple projects

Technical Operations

Operate Deploy

Build & Test

Central monitoring & alerting infrastrucutre Unique End-User Experience monitoring Central administration tools

Test Management

Change impact analysis End-to-end test management

Application Incident Management

Change Control Management

Integrated service desk Involvement of partners in problem resolution Provide root-cause analysis for complex landscapes with diverse technology stacks

Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process

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DEMO

Agenda

1. Application Life-Cycle Management 2. Demo: ALM Processes 3. ALM Tools 4. ALM Services 5. Organizational Aspects

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SAP Solution Manager

Extending functionality through integrated SAP Products
Requirements
SAP Enterprise Modeling by IDS Scheer
1. Create business processes documentation

Optimize

Design

2. Update blueprint after redesigning the current business processes

3. Create BPP based upon SAP transaction process

SAP Productivity Pak by RWD

SAP Solution Manager Adapter for Quality Center by HP

Operate

Build & Test

4. Transfer business blueprint and create test requirements 5.Build manual test cases 14. Central Process Scheduling 12. Update project analysis with test results

Deploy

6. Requirements provide information for components to be generated by SAP TAO

SAP Quality Center by HP

SAP PPM by IDS Scheer

SAP CPS by Redwood

7. Compose test cases based on TAO components

SAP TAO

SAP UEM by Knoa SAP Extended Diagnostics

16. Monitor and manage implemented business processes 15. Monitor and measure end-user experience and performance

11. Synchronize defects between QC Defect Management and Solution Manager Service Desk

9.Run manual and automatic test cases

10. Run Load Test before GoLive

SAP TDMS
8. Create test data for test cases using the Test Data Migration Server (TDMS)

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13. Integrate 3rd party and custom developed applications in monitoring & alerting infrastructure

SAP LoadRunner by HP

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: CMDB

Interface types: SAP Adapter OEM Open Interface Partner Interface Link Planned

Technical Documentation

ARIS
Change Request Management

Requirements Design

Business Blueprint

Links to documents in external data warehouses

Optimize
SAP Central Process Scheduling by Redwood CCMS -XBP* *) 24 certified solutions CCMS* *) 9 certified solutions Run Book Automation CA Wily Introscope BMC Appsight Certified software HP OpenView BMC Remedy

Job Scheduling Technical Monitoring Service Desk

Configuration

Operate

Build and Test Deploy

E-Learning Management

Test Workbench

SAP Productivity Pack by RWD Links to other training material SAP Quality Center by HP
eCATT *)
*) 7 certified solutions

Enhanced Change and Transport System

Non-SAP Software
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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
SAP Service Marketplace

Forward incidents Send SAP EarlyWatch Alert data

Retrieve information
Global Support Backbone

Knowledge databases / communities Software downloads and patches Installation and license keys Configuration templates

CRM

PLM

Knowledge database

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Define Your Roadmap for

Application Lifecycle Management
Time to benefit from SAP Solution Manager is short Low customer investment necessary
Get SAP Solution Manager ready! Basic Configuration
Maintenance of SAP software Collaborate with SAP Proactive Support and Mission Critical Support Root Cause Analysis Document Technical Landscape

Exploitation Strategies
Projects Implementation and Upgrade Business Processes Application Focus Systems NW Focus

Immediate Start Projects

Extended configuration

Innovate & Upgrade Test

Document Business Processes Test Monitor processes and interfaces Manage jobs Manage volume Manage incidents & requests for change

Administer Report Service Levels

Deploy

Monitor systems & users Deploy

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Documentation Types
How to get a Minimum Documentation and fully exploit the Value
SAP Solution Manager Pre-Requisites for Key Capabilities & Services
SAP Solution Manager 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
Root Cause Analysis for Custom Code Modification Justification Check Custom Code Maintainability Check SAP Quality Center by HP Test Workbench & eCATT Upgrade (Delta Configuration) Additional CQCs* Test Content Business Process Monitoring ASAP Run SAP for Industries Accelerated Innovation Enablement

Template Management Change Request Management

The 4 Steps
to fully exploit the value of SAP Solution Manager To achieve IT transparency Single Source of Truth To get access to specific SAP Enterprise Support and SAP Solution Manager capabilities

Custom Code 3 DocumenBusiness tation Process Documentation

Configuration Content

SAP Support SLA

1
Technical Configuration of Solution Manager

Technical Landscape Documentation

Technical SLA & IT Reporting SAP CPS by Diagnostics Redwood Selected Deploy (Q-Gate System CQCs* Management, CTS+) Monitoring Service Desk Run SAP Quality System for Technology Management Administration Solution Custom Development Documentation Management Cockpit Assistant

SAP Solution Manager enables you to establish a Single Source of Truth for the support by your operations teams and organization
* Continuous Quality Checks

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Documentation of Core Business Processes

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

Documentation available in SolMan no

Verify process structure with SoDocA*

Verify results with business process expert

Adjust Verify

documentation

Sign-off by business process expert

Continuous verification with SoDocA

Documentation available somewhere else yes

no

Analyze with predefined business content and SoDocA

Verify results Adjust Discover with business documentation process expert

Sign-off by business process expert

Continuous verification with SoDocA

Tool based documentation compatible with SolMan

no

Reuse

Check completeness of documentation

Manual transfer of process structure

Upload documentation

Verify

yes Verify process structure and prepare transfer Automatic transfer of process structure Upload/link documentation

Transfer

Verify

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SoDocA = Solution Documentation Assistant

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Agenda

1. Application Life-Cycle Management 2. Demo: ALM Processes 3. ALM Tools 4. ALM Services 5. Organizational Aspects

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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

Empowering, Web session, 1-2 hours each morning

SAP expert explains step-by-step configuration using training materials

Execution, 2-3 hours on the same day

Participants perform demonstrated steps in their own project, on their own SAP Solution Manager software

Expertise on demand, during execution

Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution

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SAP Solution Manager Service Portfolio

PLANNING
Define business process and IT roadmap

BUILDING
Deploy initially or expand Installation of SAP Solution Manager Initial configuration

RUNNING
Run and incrementally improve total cost and value Upgrade / Patching of SAP Solution Manager
Complete Execution We deliver a complete solution

Software Change Management: Assessment Test Management Optimization

Quick start for projects IT Reporting setup

Quality Management

Coaching for SAP Solution Manager Going-live check for SAP Solution Manager Road map Workshop

We audit and provide directions

Enablement We provide knowledge and qualification

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SAP Solution Manager Roadmap Workshop

Deliverables

Prioritization of initiatives

Roadmap

Test Workbenc h

high valueE2E Root Cause Analysis Change Request Management Inc ident & Problem Management

Value

low effort

System Monitoring System Administration Custom Development Business Proc ess Monitoring Top Issue Management Management Coc kpit Implementation Solution Doc umentation System Landsc ape Reporting Administration Job Sc heduling Management Deployment & Q-Gate Maintenanc e Optimizer Management Upgrade E-Learning

Ease of Implementation

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

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

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Level of SAP Engagement

Software Change Management: Implementation Business Process: Document, & Test Business Process: Monitoring

Expert Guidance We solve key challenges

Run SAP Training Curriculum:

Methodology and E2E Solution Operations Courses
Level 1 Methodology
How to Use
Application Mgmt. & Tech Operations Business Configuration SMI310 (3d ILT): SAP Solution Manager: Implementation Methodology and Tools in Detail Business Continuity E2E040 (2d ILT): Run SAP End-to-End Solution Operations * E2E220 (3d ILT): Test Management Business Process Operations Business Process Operations Quality Management E2E060 (3d ILT): Customer Center of Expertise E2E300 (5d ILT): Solution Support Business Process Program Management Office E2E400 (3d ILT): Technical Upgrade Management & Unicode Conversion Custom Development E2E500 (3d ILT): Custom Development Management
* E2E220 is scheduled to be released in Q4 2009
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Level 2 Standards
How to Configure
Application Mgmt. & Tech Operations SM100 (5d ILT): SAP Solution Manager for Operations of SAP Solutions Application Management SM200 (5d ILT): SAP Solution Manager Change Request Management

E2E100 (5d ILT): E2E Root Cause Analysis Application Management E2E200 (5d ILT): E2E Change Control Management

SM300 (3d ILT): SAP Solution Manager Business Process Monitoring

: Certification available

Agenda

1. Application Life-Cycle Management 2. Demo: ALM Processes 3. ALM Tools 4. ALM Services 5. Organizational Aspects

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SAP Provides Aligned Methodologies

Along the Application Life Cycle
Application Lifecycle Management provides roadmaps which cover the most typical customer situations implementation, operation, upgrade

Run SAP Optimize the implementation and ongoing execution of Application Lifecycle Management

Requirements Optimize Application Life-Cycle Management Operate Deploy Design

Accelerated SAP Streamline implementation and upgrade projects

Build & Test

SAP provides these roadmaps inside SAP Solution Manager (incl. a roadmap tool)
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Solution Implementation and Operations

Standards for SAP Solution Operations

SAP standardizes E2E 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

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Customer Center of Expertise Certification of Customer COE Organization by SAP

Functional certification by SAP underscores a customers commitment to continual improvement of its SAP solution operations. Two certificate levels are possible:

BUSINESS
Global Business Process Champion End User, Key User Regional Business Process Champion Program Management Office (PMO)

Application Management QUALITY MANAGEMENT

Integrated Q-Management, One source of the Truth

primary certification advanced certification

IT

Custom Development

Business Process Operation

SAP Technical Operations

IT Infrastructure

Together, these levels offer a phased approach to the validation of a Customer COE organizations full adoption of the Run SAP methodology. Both levels of certification require that the organization comply with the SAP Standards for Solution Operations.

Text Text

advanced

Text

Text

primary
Text

Text

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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

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Application Lifecycle Management:

Available information assets

Requirements Optimize Design

ALM
Operate Deploy Build & Test

service.sap.com/alm

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Learn at your own pace

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