SAP Solution Manager

“The way to manage and Support your SAP landscape”

Upgrade Competence Center (UCC)

Mexico & Centro America
Enterprise Services / Enterprise SOA
Solution Manager
Webinar Enhancement Packages
December 16th, 2008 SAP ERP SRM SCM CRM PLM
6.0
Business Suite

NetWeaver

Business Process Platform (BPP)

 Agenda

1 Welcome

2 Solution Manager

3 Upgrade Services

4 Questions and Wrap Up

© SAP 2008 / Page 2

 Agenda

1 Welcome

2 Solution Manager

3 Upgrade Services

4 Questions and Wrap Up

© SAP 2008 / Page 3

 Content

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 4

 Increasing Complexity in Solution Landscapes

» INCREASED SAP LANDSCAPE COMPLEXITY

Complexity Every customer has mission-
No. of users critical applications along with
integration needs

SAP Landscapes become more

complex the larger and more
integrated they are

R /3
M anguis tic s

SAP provides advanced

Le gac y
Sy s tem
support options to manage
complexity, risk and TCO

2000 2007 2010

Managing complexity, risk and total cost of operations

is at the heart of SAP End-to-End Solution Operations

© SAP 2007
2008 / Page 5
 SAP Shares World Class Support Knowledge
for E2E 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/supportstan
dards

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

© SAP 2008 / Page 6
 http://service.sap.com/supportstandards

© SAP 2008 / Page 7

 The SAP Standards for Solution Operations are
based on an Organizational Model
SAP Standards for Solution Operations define Operations Processes
Incident
Management
Business

Global Business
Exception Process Change Request
Champion End User, Program
Handling Management Management
Key User Office (PMO)
Data Integrity Regional Business Process Upgrade
Champion
eSOA
Readiness
Testing

Application Management
Root Cause
Analysis System
Business SAP T echnical
Administration
Change Control Custom Development Process Operation s Oper ations
Management System
Monitoring
Minimum
IT I nfrastructure
Documentation
IT
Remote
Supportability
Business Process and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
© SAP 2008 / Page 8
 SAP Solution Manager as application management and
administration platform

End-to-End Solution Operations are based on

SAP Solution Manager
SAP Solution Manager
SAP Solution Manager provides:

• Workcenters for the entire lifecycle

• Workflows
• KPIs and SLAs Request
Business
• Reporting Change
Implement
Change
• Application Management Content
Monitor
• Methodology Change
Test
Change

Deploy
Change
Sign-off
Change

SAP Solution Manager supports all End-to-End standards

© SAP 2008 / Page 9

 SAP Solution Manager the central platform for
E2E Solution Operations

SAP Solution Manager is the platform for

SAP Application Management and Administration

SAP Solution Manager …

• provides tools, content and best
practices for the complete life-cycle
• integrates central SAP NetWeaver
Administrator to facilitate
administration tasks
• is an industry best practice
SAP Solution Manager is a platform that provides the
integrated content, tools, and methodologies that you need
to implement, support, operate and monitor your SAP
solutions.
”Deploying SAP Solution Manager is a best practice step every customer should take to
prepare for the world of enterprise service-oriented architecture“

© SAP 2007
2008 / Page 10
 SAP Solution Manager provides scenarios for all
phases of the application management life cycle
Implementation of SAP Solution Monitoring
solutions System monitoring
SAP methods & tools Business process monitoring
Global rollout Central system administration
Customizing sync. Solution reporting
E-learning mgmt. Service Level reporting
Test management SAP EarlyWatch Alert
CORE
BUSINESS
Upgrade of PROCESSES Service Desk
SAP solutions Best Practices for
messaging
SAP methods & tools
Integration of 3rd-party
E-learning mgmt. help desks
Test management

Root Cause
Change Request
Analysis
Management
Delivery of Safe remote access
Follows ITIL standards Performance measurement
Maintenance processes SAP Services Logs and Dumps
Onsite/remote delivery Traces
Issue Management Technical configuration
Required for the delivery of
© SAP 2008 / Page 11
= SAP Standard Support Services
 SAP Solution Manager as collaboration
platform

SAP SAP Customer

Support organization
SAP Partner SAP Consulting (CCC)
SAP Service
Marketplace
SAP Experts

Knowledge

Application Management

© SAP 2008 / Page 12

 How can we implement End-to-End Mission-
Critical IT Operations?

SAP’s End-to-End Solution Operations addresses these challenges!

Work Centers (Tools) SAP Standards for

Solution Operations

End-to-End Root Cause Analysis

End-to-End Change Control

End-to-End Business Process Integration and Automation

End-to-End Enterprise SOA Readiness

End-to-End SOLUTION OPERATIONS IS THE BASIS FOR

MISSION CRITICAL IT OPERATIONS!
© SAP 2008 / Page 13
 Users Should Only Need ONE Transaction
Code!

solar_project_admin rmmain rmdef rmauth

solar01 solar02 solar_eval stwb_2 stwb_work
stwb_info scdt_setup scdt_log scidm_mapping
spr20 solution_manager scidm_config
scidm_gidt scidm_idt scdt_show_mapping spr3
scout solman_project solar_learning_map
smsy_setup smsy su01 solman_directory
notif_create spro ai_service_connections
solution_transfer solar_migration sdccn sm59
rz20 sm36 sm37 rspc rrmx solman_connect
crm_dno_service_monitor aisuser stms
/tmwflow/cmsconf /tmwflow/reporting bp pfcg
dswp
© SAP 2008 / Page 14
 Users Should Only Need ONE Transaction
Code!

solman_workcenter

© SAP 2008 / Page 15

 Work Centers Available for SAP Solution
Manager

Work Centers …
Are role-based
Enable easy navigation for end
users
Use a common interface for
central administration of solutions
Support Service Level
Management
Are based on SAP Solution
Manager (sp-stack 15)

Available Work Centers

System Administration Service Delivery
System Monitoring Change Management
Incident Management Solution Landscape and Operations
Job Scheduling Management Setup
Business Process and Interface Monitoring Implementation and Upgrades
Root-Cause Analysis

© SAP 2008 / Page 16

 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 17

 End-to-End Root Cause Analysis and Solution
Monitoring with SAP Solution Manager
PROBLEM DETECTION = SOLUTION MONITORING

IT Reporting & Aggregate

Analytics

IT Health Check
Evaluate

SAP SOLUTION MANAGER

End-to-End Change Analysis

End-to-End Root End-to-End Workload Analysis
Cause Analysis End-to-End Exception Analysis
End-to-End Trace Analysis

Select
Component
Root Cause ABAP Java .net C(++)
Analysis
PROBLEM RESOLUTION = ROOT CAUSE ANALYSE
© SAP 2008 / Page 18
 End-to-End Root Cause Analysis

E2E Root Cause Analysis provides a fast

return value to IT support
Key facts
High pre-configuration, Installs faster than any other tool in the industry
Easy to use for application manager
Seamless integration into well-established IT support processes
Optimal exchange with SAP experts – E2E diagnostics establishes a common
language in the SAP ecosystem
All root cause analysis tools needed to support SAP standard software are
free of charge
Comprehensive knowledge resources for SAP standard software available

E2E Diagnostics is a quick win for IT organizations

© SAP 2007
2008 / Page 19
 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 20

 Control the Changes during the whole Application
Lifecycle

To manage quality end-to-end requires:

One Transport Order

to ensure the transport tracks and systems changes into ABAP and
non-ABAP-Systems
Manage reliability
Change Diagnostics
to make changes to the productive landscape transparent

Reduce risk
Change Request Management
to synchronizes changes between various transport tracks in ABAP and
non-ABAP systems
Improve the IT process

Maintenance Management
to enable an end-to-end, fully pre-configured software
maintenance process
Keep applications up to date

© SAP 2008 / Page 21

 End-to-End Change Control

E2E Change Control provides an effective

Solution Quality Management
Key facts
Identify, control, maintain and verify the versions of Configurations with
Change Diagnostics
One-Transport-order ensures that all components involved in an application
change are tested and released together, even if they are based on different
technologies
Use standardized methods and procedures for efficient and prompt handling
of all Change Requests
Keep applications up to date with an End-to-End Maintenance Management

E2E Change Control ensures Change Management

without disrupting the ongoing business.
© SAP 2007
2008 / Page 22
 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 23

 Overview – Business Process Integration &
Automation Management
Business Process
Performance Optimization
Data Volume Optimize business process
Management flow and throughput Job Scheduling
Management
Archiving MRP Run 1000 Billing Run
Backup MRP Run 2000 Reorganization
T ransports MRP Run 3000

Automate business process

Keep data growth & while considering time and
size under control HW restrictions

Operations
Proactively ensure reliable
business process flow and
throughput

Proactively avoid or detect Business Process &

harmful data inconsistencies Interface Monitoring
Data Consistency
Management

© SAP 2008 / Page 24

 End-to-End Business Process Management

E2E Business Process Management provides

effective visibility of Business Processes
Key facts
Provides a process-oriented alert monitoring which combines technical &
application related monitoring
Provides out-of-the-box functionality which allows an implementation within
days instead of weeks or months
The most important Data Consistency Checks are integrated in the Business
Process Monitoring framework
The new central, comprehensive job documentation integrates with Business
Process Monitoring and is planned to integrate with SAP Central Process
Scheduler

E2E Business Process Monitoring ensures a smooth

and reliable flow of the core business processes
© SAP 2007
2008 / Page 25
 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 26

 Run SAP Curriculum:
Methodology and E2E courses

E2E040* (2d ILT)

E2E100 (5d ILT)
Run SAP – End-to-End Solution
Root Cause Analysis
Operations
Operations Overview
Overview

E2E200 (5d ILT)

E2E050 (3h e-l) Change Control Management
End-to-End Solution Scope and
Documentation
Documentation E2E300 (5d ILT)
Business Process Integration and
Automation Management

E2E400 (2d ILT)

Technical Upgrade Management

http://service.sap.com/solutionmanager -> Training

http://service.sap.com/supportstandards -> E2E Solution Operations Support
Training & Certifications 2007
© SAP 2008 / Page 27
 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 28

 Comparing ASAP with Run SAP 1/2

Run SAP has a similar approach to ASAP

RunSAP

© SAP 2008 / Page 29

 Comparing ASAP with Run SAP 2/2

Accelerated SAP (ASAP) provides a proven methodology to streamline

implementation and upgrade projects.

Run SAP provides a proven methodology to optimize the implementation and

ongoing management of E2E Solution Operations with focus on application
management, business process operations and NetWeaver administration.

© SAP 2008 / Page 30

 Implement E2E Solution Operations with
Run SAP

Run SAP is “ASAP for Operations“

It provides Best Practices, Content, Services, Training and tools for E2E
Solution Operations

Run SAP

SAP Standards for Roadmap Trainings &

Solution Operations Accelerate the Certification
Define central E2E implementation of Provide up-to-date
operations tasks E2E operations skills for the ecosystem

Services
Engage SAP to implement E2E operations

SAP Solution Manager

Provides all tools for E2E operations

Run SAP facilitates the implementation of E2E Solution

Operations
© SAP 2008 / Page 31
 Run SAP Methodology to accelerate the
implementation of E2E capabilities

Run SAP
Assessment & Design Setup
Phases Handover into Operations &
Scoping Operations Operations Production Optimization

Operational
End User Support End User Support Knowledge Transfer
Requirements End User Support
Concept Implementation and Certification
Analysis

Change Change
Change
Scope Definition Management Management Final Testing
Management
Concept Implementation

Technical SAP Application SAP Application

Transition into SAP Application
Requirements and Management Management
Production Management
Architecture Concept Implementation Run SAP
Assessment and
Scoping Business Process Implementation
Business Process
Handover and Sign- Business Process
Project Setup Operations Operations
Off Operations
Concept Implementation

Governance SAP Technical SAP Technical

SAP Technical
Model for Operations Operations
Operations
Operations Concept Implementation

Technical Technical Technical

Plan Solution
Infrastructure Infrastructure Infrastructure
Transition to eSOA
Design Implementation Management

© SAP 2008 / Page 32

 Agenda

1. End-to-End Solution Operations Standards

2. End-to-End Root Cause Analysis
3. End-to-End Change Control Management
4. End-to-End Business Process Management
5. End-to-End Training and Certification
6. Run SAP
7. Summary

© SAP 2008 / Page 33

 Summary

© SAP 2008 / Page 34

 SAP Solution Manager Strategy

SAP Solution Manager has matured into a stable product which provides standard application
management functions for SAP solutions to customers

Therefore, SAP moves away from the annual release cycle of SAP Solution Manager:
• There will be no new SAP Solution Manager release before 2009 at the earliest
• A new release date will be communicated at least one year prior to ramp-up

SAP recommends to its customers to move to SAP Solution Manager 7.0 (formerly Version 4.0)
because this release is SAP‘s application management solution of choice

Ramp- customer-specific
SAP Solution Manager 7.0 up Mainstream Maintenance maintenance

Ramp- Customer-specific
SAP Solution Manager 3.2 up Mainstream Maintenance maintenance
Mar
Dec

Dec

Dec

Dec

Mar

Dec

Mar
Oct

Oct

2003 2004 2005 2006 2007 2008 2009 2010 2011

© SAP 2008 / Page 35

 SAP Solution Manager is SAP's Standard
Application Management Solution

SAP Solution Manager 7.0 standardizes

essential SAP application management tasks

The SAP Solution Manager

Provides tools, content and best practices during
the complete life-cycle
Is mandatory for all Business Suite 2005 and
beyond customers
Supports all E2E solution Operation Standards

„Deploying SAP Solution Manager is a best practice step every

customer should take to prepare for the world of enterprise
service-oriented architecture“ Derek Prior, AMR Research
© SAP 2008 / Page 36
 Summary

Run SAP: Methodology to implement SAP

E2E Solution Operations standards

Tools Training Services SAP

and Solution
Certification Operations
Guarantee for End-to-End Standards

Business Process
Availability
Business Process End-to-End Root Cause Analysis
Performance
Data Consistency and End-to-End Change Control Management
Transparency
End-to-End Business Process Integration
Maintainability and & Automation
Upgradeability

…for all SAP Solutions End-to-End Enterprise SOA Readiness

End-to-End SOLUTION OPERATIONS IS THE BASIS FOR

MISSION CRITICAL IT OPERATIONS!
© SAP 2008 / Page 37
 SAP Enterprise Support
Holistic Support Model to Enable Continuous Improvement &
Successful Solution Operations at Lower Risk & Cost
The offering…
Value Prop…
Delivered via…
In collaboration with…
© SAP 2008 / Page 38
SAP Enterprise Support
and integration in SAP solution landscapes
Innovation
Continuous improvement
Complexity masked
Protection of Investment
TCO reduction
Risk reduction
Run SAP
Industry-leading best
practices
Run SAP methodology
for end-to-end solution
operations
Consulti ng, training, and
certification available as
additional offerings
Manages innovation
End-to-End
Consistent standards
Solution
Lifecycle management Enabled by…
Operations
+
Business process
monitoring
Custom code management
Remote suppor tability
Diagnostics
Mission-Critical Global Support
Support Backbone
Continuous quality checks SAP Solution Manager,
Robust SLAs enterpri se edition, and the
SAP service infrastructur e
Support advi sory platform
7 x 24 root cause analysis On demand 7 x 24
support integrati on
SAP Service Marketplace
SAP Ecosystem
 Global Support Backbone
24 X 7 on demand support integration

Collaboration between customer,

partner and SAP 24 x 7 supply of expertise

The SAP Solution Manager, enterprise edition and

the SAP service infrastructure as a platform

Collaboration platform for proactive services and

root cause analysis
EarlyWatch Alert
Continuous Quality Checks

Smooth partner integration

Incident management
Software updates
Knowledge databases / communities
Open interfaces for help desk, test automation and modeling

Allowing
Remote supportability
Integrated lifecycle management
Mission-critical support
Smooth transitions and information flow

© SAP 2008 / Page 39

 Further Information Regarding SAP Solution
Manager

SAP Service Marketplace

• www.service.sap.com/support-infrastructure
• www.service.sap.com/solutionmanager

Training
• Various offerings from Concept & Strategy up to details on different scenarios
• www.service.sap.com/solutionmanager -> Training

SAP Solution Manager E-Learning-Maps

• Role-specific collection of learning materials, available free of charge for SAP customers
• www.service.sap.com/rkt-solman

Books and Reading

• SAP Solution Manager by SAP Press
• Testing SAP Solutions by SAP Press
• Performing E2E Root Cause Analysis Using SAP Solution Manager by SAP Press Essentials

SAP Solution Manager Forum in SAP Developer Network

• www.sdn.sap.com -> Forums -> SAP Solutions -> Solution Manager

© SAP 2007
2008 / Page 40
 More about End-to-End Solution Operations

www.service.sap.com/e2e
www.service.sap.com/runsap
www.service.sap.com/diagnostics
www.service.sap.com/changecontrol
www.service.sap.com/bpm
www.sap.com/supportstandards
www.sap.com/education/e2e

© SAP 2008 / Page 41

 Agenda

1 Welcome

2 Solution Manager

3 Upgrade Services

4 Questions and Wrap Up

© SAP 2008 / Page 42

 Upgrade Service Portfolio –
Enable Customers to Decide

Plan Build Run

Budget Project
Project exec. Optimization
planning planning
First estimation Detailed project Execution End-to-End

Customers Decision Point

Customers Decision Point

Technical

for budgeting plan – Technical Technical solution

Upgrade Upgrade operation
1 2

Quick Upgrade Tech. Upgrade Upgrade

Analysis (QUA) Planning / QUE Factory

First value Detailed value Secure Competitive

Business

estimation proposition business value differentiation

Solution Upgrade Value

Browser Assessment

MaxAttention / Enterprise Support / Safeguarding for Upgrade /

Upgrade Coaching / Value Coaching / Partner Coaching
Source:
© SAP 2008MOVE/GUO
/ Page 43
 Value –
SAP ERP Solution Browser

DESCRIPTION
Help customers to identify
the value proposition of
an upgrade to SAP ERP
Available at SAP Upgrade
Info Center at:
http://service.sap.com/
upgrade-erp

BENEFITS
Tailored access to detailed
delta information of SAP ERP
Saving time/effort in the
definition of a value proposition /
business case for a SAP ERP
upgrade

© SAP 2007
2008 / UCC
PageLA
44 / Apr il 2008 / Page 44
 Information Sources

ERP Upgrade
specific
information
SAP Upgrade Info Center
(www.service.sap.com/upgrade)
SAP Upgrade
Newsletter

Statistics SAP ERP

or Solution Browser
screen shot

SAP ERP 6.0 UPGRADE BLOG ON SAP Enhancement

DEVELOPER NETWORK
Package info
https://sdn.sap.com/ center

© SAP 2007
2008 / UCC
PageLA
45 / Apr il 2008 / Page 45
 Agenda

1 Welcome

2 Solution Manager

3 Upgrade Services

4 Questions and Wrap Up

© SAP 2008 / Page 46

Questions and Wrap Up

© SAP 2008 / Page 47

 Thank You!

Rubén Laguna
Gabriel A. Mercado
Upgrade Competence Center
Active Global Support
México y C&A
Latino America
Phone: +52 55 52 57 75 51
Phone: +52 55 52 57 75 84
ruben.laguna@sap.com
gabriel.arturo.mercado@sap.
com

© SAP 2007 / Page 48

© SAP 2008 / Page 48

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© SAP 2007
2008 / Page 49