SAP Operations as a Service

Transcription

1 SAP Operations as a Service IBM Club of Excellence Zurich, Harald Bolbach SAP Principal & Associate Partner IBM D/A/CH SAP Operations as a service 1

2 Agenda CxO s view on external forces impacting the enterprise IBM SAP services definitions Two exemplary SAP solutions designed for our clients SAP Operations as a service 2

3 CxOs vary in their views about which external pressures are most significant, but unite in ranking technology in the top three External forces impacting the enterprise (3 5 Years) Technology factors CEO CFO CHRO CIO CMO CSCO Market factors Macro-economic factors People skills Regulatory concerns Socio-economic factors Globalization Environmental issues Geopolitical factors Source: Question E8 What are the most important external forces that will impact the enterprise over the next 3 to 5 years?; Global n=4,009 SAP Operations as a service 3

4 DACH CxOs consider market forces, technology factors and unlike most other CxOs regulatory concerns to be the three most impactful external pressures External forces impacting the enterprise (3 5 Years) Market factors Global 1 DACH 1 Market factors Technology factors 2 2 Technology factors Macro-economic factors 3 3 Regulatory concerns Regulatory concerns 4 4 Macro-economic People skills 5 5 People skills Socio-economic factors 6 6 Globalization Globalization 7 7 Socio-economic factors Environmental issues 8 8 Environmental issues Geopolitical factors 9 9 Geopolitical factors Source: Question E8 What are the most important external forces that will impact the enterprise over the next 3 to 5 years?; Global n=4,009; DACH n= SAP Operations as a service 4

5 Regardless of your role, managed services are opening the door to business transformation. Corporate applications managers Speed up the delivery of new products and services Access new services that can improve business processes Managed service providers Open new revenue streams and offer differentiated highervalue services Reduce support costs Chief information officers Transform responsiveness of the IT infrastructure and development Better manage compliance Chief marketing officers Strategically reinvent customer relationships Share expertise among customers, employees and partners. Data center managers Serve up resources so staff can focus on higher-value projects Manage data center on flat or decreasing budgets SAP Operations as a service 5

6 Agenda CxO s view on external forces impacting the enterprise IBM SAP services definitions Two exemplary SAP solutions designed for our clients SAP Operations as a service 6

7 Whether you are a new or long-time user of SAP applications, you face challenges in today s competitive market. Long-time users need to do more with less. Demands from line-ofbusiness executives are creating unmanageable growth. New users need a faster way to get up and running with their new SAP licenses. Mergers and acquisitions can take 18 to 24 months. High total cost of ownership and complexity involved in managing traditional SAP environments Proliferation of SAP systems, resulting in landscape complexity and associated service quality issues Slow-down of new innovative SAP projects due to inflexibility of infrastructure and SAP operation resource constraints Long SAP service delivery times for recurring SAP refreshes or SAP system copy tasks Gap in SAP-skilled staff Lengthy time to acquire equipment and install software Long time frames to merge SAP environments and data and to eliminate customization Difficult to meet regulatory requirement deadlines to complete the merger SAP Operations as a service 7

8 In the DACH-region clients can choose between two different service options for SAP operations: Managed Services DACH or CMS4SAP SAP Systems locations SAP SME locations Service Manager location Service delivery SAP Systems Automation OS/DB combinations Managed Services DACH Client datacenter, IBM datacenter, 3 rd party datacenter or combination Combination of Indian or Polish SMEs and local SMEs Local Standardized with flexibility to adapt to client s requirements Optional with SAP LVM or IBM TSMA Any combination supported CMS4SAP IBM cloud datacenters Global SMEs with EU option Local/Global Highly standardized Integrated AIX, RHEL, Windows with DB2, Oracle and Sybase ASE In-Memory support SAP HANA, IBM DB2 Blu, SAP BWA SAP HANA and IBM DB2 Blu Hardware owned by Client or IBM IBM SAP Operations as a service 8

9 Locations of IBM s SAP Services within the DACH-region German SAP Team Ehningen, Chemnitz, Erfurt u.a. Swiss SAP Team Zurich, Basel, Lausanne, Geneva GDC SAP Services Poland Austrian SAP Team Wien, Salzburg, Bregenz GDC SAP Services Hyderabad, Bangalore 9 SAP Operations as a service 9

10 IBM ITS SAP Services DACH region - Portfolio Design & Plan Build Run SAP-specific service management Assessments of SAP operations (Technology & processes) Creating SAP technical strategy & program management SAP-specific project management Perform heterogeneous SAP system copies (DB- & OS migrations) Support technical SAP operations onsite (D/A/CH) Architectural design for SAP clouds Create HA/DR concepts for SAP landscapes Plan complex SAP transition/ transformation projects SAP performance analysis Realization of SAP clouds (private, public, hybrid) Realization of SAP transition/ transformation projects Implement automation features for SAP landscapes Create HA/DR concepts for SAP landscapes Operation of SAP clouds (private, public, hybrid) on site (D/A/CH), near-shore (EU) or off- shore Plan in-memory projects for SAP (SAP HANA, IBM DB2 Blu, SAP BWA) Build SAP in-memory landscapes (SAP HANA, IBM DB2 Blu, SAP BWA) Operate SAP inmemory landscapes (SAP HANA, IBM DB2 Blu, SAP BWA) onsite (D/A/CH) / near-shore (EU) or off-shore SAP Operations as a service 10

11 CMS4SAP follows a global delivery model to support your cloud-based SAP systems around the clock. North America Local DPE or PE EMEA 1 Local Delivery Project Executive (DPE) or Project Executive (PE) Asia Pacific Local DPE or PE Latin America Local DPE or PE India Local DPE or PE Central global services point of delivery Local point of delivery Global management and oversight Delivery review and commit Customer escalation and satisfaction 1 Europe, the Middle East and Africa Global SAP delivery organization Build support Steady-state support Implementation support Technical SAP architect support Image management support Standard process development, testing and deployment SAP Operations as a service 11

12 Agenda CxO s view on external forces impacting the enterprise IBM SAP services definitions Two exemplary SAP solutions designed for our clients - I SAP Operations as a service 12

13 Client s example: Replacing and operation today s system landscape based on Oracle and SAP BWA with IBM DB2 Blu D SAPs, 30GB RAM, 768 GB Q SAPs, 50GB RAM, GB Golden Client SAPs, 43GB RAM, GB D SAPs, 30GB RAM, 768 GB Q SAPs, 50GB RAM, GB Golden Client SAPs, 40GB RAM, 556 GB 13 SAP Operations as a service 13

14 Architecture for the private cloud-part 14 SAP Operations as a service 14

15 Client s and IBM s tasks and areas of responsibility Client s responsibilities IBM s service extensions SAP Basis management: configuration, administration and support Database management Storage and backup management Operating system and server management Data center (DC) and DC network management SAP application managemert InfoCube definition and data load processes SAP user administration SAP enhancement package installation SAP manual transport management Additional SAP systems or components Monitoring of SAP servers, systems and instances Configuration management for SAP system or parameters SAP support package stacks; client copies and transports SAP system copies & refreshes Performance analysis and tuning activities to help meet SLAs System documentation and RCAs Monitoring and administration of the database DB management software (DBMS) patch management Performance analysis and tuning activities to meet the SLAs Virtual storage area network (SAN) storage (Tier 1) monitoring and administration Fast DB backup and restore services IBM TSM Flash Copy Services (Private Cloud) Virtual server services and capacity management Operating system monitoring, security measures and patch management Administration of high-availability solutions Dedicated customer virtual local area networks (VLANs) isolated according to IBM s security standards IBM cloud data center (Release 1: single site or dual room) Client IBM SAP Operations as a service 15

16 IBM s service delivery within a hybrid SAP cloud environment Service & Project Management IBMs Public Cloud Team Public Cloud Services Middleware Services Operating System Services Hypervisor Services Network Services (incl. HW) Server Services (incl. HW) Storage Sub-Systems (incl. HW) Data Center Services SAP Basis/Database Services Private Cloud Services Middleware Services Operating System Services Hypervisor Services Network Services (incl. HW) Server Services (incl. HW) Storage Sub-Systems (incl. HW) Data Center Services IBMs DACH Service Team 16 SAP Operations as a service 16

17 IBM s organisation to deliver services within a hybrid SAP cloud environment Steering Committee Client Transition and Transformation Service Delivery Application Dev, Maintenance and Support Projekt Manager D/A/CH Service Delivery Manager D/A/CH Lead Architect D/A/CH SAP Basis Services Infrastructure Management Cloud Managed Services DC Infrastructure and Cloud Services SAP Service Delivery Manager IMI Service Delivery Manager Cloud Service Delivery Manager SAP Basis CH/IN SAP Basis Services Platform Management Storage Management Backup & Restore Platform Management Storage Management Backup & Restore DB2 Blu Management Service Management Service Management Compliance & Security Compliance & Security Compliance & Security Oktober 2014 SAP Operations as a service 17

18 Project plan for service transition and delivery Setup Transition Operation Project management Operational processes Contract signing Architecture Scenario evaluation Setup service management Process optimization Backup & Recovery High availibility Monitoring Prototype SAP heterogeneous system copy Stability Phase Contineous improvements Performance reviews Steady State SAP 3-4 months 2-3 months Steady state Start Operations Start Steady State 18 SAP Operations as a service 18

19 Agenda CxO s view on external forces impacting the enterprise IBM SAP services definitions Two exemplary SAP solutions designed for our clients - II SAP Operations as a service 19

20 Companies are finding it challenging to manage complex SAP HANA appliances, resulting in availability issues. Organizations need end-to-end solutions and support to address challenges such as: Lack of centralized support to help manage problem resolution, critical situation and changes for complex SAP HANA solutions Increasing strain on in-house resources to manage and track SAP HANA issues Inability to effectively address multiple problems and due dates Need to optimize IT availability for SAP HANA appliances Limited knowledge of technical support processes, impeding the ability to prevent problems and increasing the time necessary to resolve them SAP Operations as a service 20

21 To facilitate a faster resolution of complex SAP HANA appliances issues, organizations require special skills and expertise. Faced with the need to address several business challenges, companies are increasingly looking for a comprehensive solution that can: Prevent downtime due to SAP HANA appliance and other IT problems Reduce the demands on their in-house resources to focus on core business tasks Find more timely resolution of complex appliance problems SAP Operations as a service 21

22 IBM s SAP HANA Managed Services in D/A/CH Operation Blocks Day to day operation from IBM Global delivery center 24x7 ongoing monitoring of all HANA components (SAP HANA, SLES, GPFS, hardware) Reactive: based on events and incidents End to end ownership of problems related to all HANA components (SAP HANA, SLES, GPFS, hardware) Pursue resolution through appropriate support channel Pro-active: based on Ongoing Hardware, firmware, and software health-check Perform software and firmware updates according to IBM s & SAP s recommendations Maintain and support a management server for HANA components monitoring Jump server to connect remotely via VPN to HANA nodes Remote Operation Ownership Health-check Event Management On-demand Service for technical (SAP HANA Hardware and Software specific lab) on-site support provided by IBM D/A/CH IBM SCCD (Smart Cloud Control Desk) Incident Management Request Management Problem Management Change Management Service management & governance in D/A/CH Continuous improvement action list based on yearly survey results Ensure client s security requirements are realized in SLES HANA hardening Deploy security hardening in waves: SBX, DEV, PPD and PRD Maintain passwords database up to date On-site support Service Mgmt Framework Project & Service Mgmt Security SAP Operations as a service 22

23 Client s SAP HANA infrastructure managed by IBM QAS 1TB DTC1 PREPROD & PROD-DR 4+1 1TB SBX DEV 1TB DTC2 PROD 4+1 1TB HANA System Replication PREPROD & PROD-DR QAS PROD SBX DEV 4+1-1TB 1TB 4+1-1TB 1TB 1TB SAP Operations as a service 23

24 Monitoring & Operations for IBM s System Solutions for the SAP HANA Appliance SAP Operations as a service 24

25 Thank you! Contact information: Harald Bolbach Dipl.-Verw.Wiss. Associate Partner for SAP ITS D/A/CH IBM Schweiz AG Global Technology Services Vulkanstr. 106, Postfach CH-8010 Zürich Phone: / Mobile: SAP Operations as a service 25