SAP Operations Control Center How to design and implement an OCC?

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1 SAP Operations Control Center How to design and implement an OCC? October 2014 Karl Andreas Aandahl, Active Global Support

2 Agenda Introduction and Background of OCC What is a SAP Operations Control Center People, Roles, Processes Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 2

3 Do you know how many people run your customer solutions? what are they mainly working on? what keeps the operations manager of your customer from sleeping at night? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 3

4 Todays CIO Challenge The CIO of the future is one who is collaborative and knows how he or she can help the business progress. To do that effectively it is essential to realize and appreciate the value of the IT organization and find the tools to change the recognition from cost to value. Roy Illsley, Principle Analyst at Ovum 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 4

5 Why do our customers need RSLF initiatives? Problem Statement 28% Drive business innovation Business Innovation á 72% Keep the lights on Forrester IT Survey, 2013 Consumption For immediate business impact User Experience Engage front line employees / customers IT Environment Collapse redundant infrastructure layers â IT Costs 40% executives worry that their organizations will not keep pace with technology change and lose their competitive edge. McKinsey study, SAP AG or an SAP affiliate company. All rights reserved. Internal 5

6 Real customer situation Pain points Ø IT Needs to bring more value to the business. Upgrades are currently very expensive and have no innovation brought to the business. Ø Custom Code Reduction, as continual improvement cycle. High amount of custom code causes increased upgrade costs/effort. Ø Incident management is cumbersome, they are willing to replace their current incident management tool. Organizational Topics Ø Transparency of monitoring across their landscape (1500 concurrent users in mixed ECC, BW, PI CRM located in EMEA and USA) Ø Increase and monitor availability (pro activeness) Ø Want to do things more effective and guided on Operations level. Currently 3 people of which 1 external. Ø Had recent BIG issues with PI queues not being monitored which caused lots of problems, so PI monitoring definitely on the agenda SAP AG or an SAP affiliate company. All rights reserved. Internal 6

run Interfaces fail IDOCs fail Performance is bad THE IMPACT IS REDUCED BUSINESS VALUE Business Relationship Managers / Account Managers are looking for the next big thing Their job is to

7 Often Observed Post Go-Live Most companies do not measure business case realization to the business NO SOLUTION IS PERFECT! THE REALITY ON THE GROUND: Business Users don t understand how to use the solution properly Master data and transactional data issues delay order processing Important batch jobs do not run Interfaces fail IDOCs fail Performance is bad THE IMPACT IS REDUCED BUSINESS VALUE Business Relationship Managers / Account Managers are looking for the next big thing Their job is to look for the next innovation and differentiation! The Operation Organization is generally seen as a ticket processor Their job is often seen as fulfilling Incident Management SLAs 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 7

Exception Improvement Stabilization Resolution Time 2014

8 How can IT Operations increase the business value? Our Vision Streamlined Operations Increased Output Output Exception Improvement Stabilization Resolution Time 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 8

Build and Run SAP like a Factory with the Control Center Approach from

10 Agenda Introduction and Background of OCC What is a SAP Operations Control Center People, Roles, Processes Design an OCC Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 10

11 What is a SAP Operation Control Center? Control Center Room Why is it Important? One physical room providing transparency about the operational status of the solution Space for more experts in case of severe issues (e.g. escalations) Space for related teams (e.g. Service Desk) for short communication lines 2014 SAP AG or an SAP affiliate company. All rights reserved. Large TV screens visualizing key information and incoming alerts Detailed monitors and tools for troubleshooting Small team of IT Operators taking immediate action on alerts Internal 11

12 What is a SAP Operation Control Center? Establish Run SAP Like a Factory by continuous improvement Operations Control Center Operations Phase: After go-live Operations and continuous improvement Central Monitors Continuous Improvement Operated by a small team of IT Operators, who work on the alerts in a guided way (event management) Provides monitors and dashboards, which report the status of the business processes and related IT landscapes Includes a continuous improvement process, which optimizes the overall operational setup depending on newly identified business requirements Status Core Business Processes Status of Technical Components Status Business Users Alert Inbox Event Management SAP Solution Manager Incident Management Problem Management Change Management 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 12

The SAP Operation Control Center in 2014 In a broad sense, SAP uses the term to describe a set of

running mission-critical business solutions SAP Software Vendor Support MCC Physical Room Operations

facilitate efficient management of disruption Customer IT Processes Critical Operations Procedures

Changes and ensures visibility across teams Change Management Front Office Problem Management

13 The SAP Operation Control Center in 2014 In a broad sense, SAP uses the term to describe a set of essential processes, tools and methodologies required to manage risk and ensure value realization in running mission-critical business solutions SAP Software Vendor Support MCC Physical Room Operations Control Center Monitoring, Alerting, Standard Operations Procedures Prevent disruptions and facilitate efficient management of disruption Customer IT Processes Critical Operations Procedures Event Management Critical Incident Management Accelerates resolution and improves communication war room approach! Incident Management SAP Service Provider / Hosting Partner Change Control and Visibility Controls Changes and ensures visibility across teams Change Management Front Office Problem Management Continual Improvement Orchestrates SAP-supported Continual Improvements for IT and for the Business Continual Improvement Customer Business 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 13

14 Run SAP Like a Factory OCC Customer Engagement Cycle SAP Engagement Models and SAP experts continuously support the customer s needs for additional improvements. Deliver Value continuously by preventing disruption of business operations. Plan, analyze and implement Continual Improvement initiatives orchestrated by the OCC. Discover Opportunity Operations Control Center Qualify and quantify the discovery of operational business and IT operation challenges and potential optimization. Develop a Roadmap to support this vision. Implement the Roadmap including the setup of the OCC governance and tools (SAP Solution Manager) to support critical operations and define the initial Continual Improvement portfolio SAP AG or an SAP affiliate company. All rights reserved. Internal 14

Run SAP Like a Factory The SAP OCC Customer Engagement Cycle Discover Opportunity Qualify Quantify Position Agree Deliver Implementation Build Improve Ongoing Delivery of Value Control and

improvements SAP Tools to identify Value Improvement across all phases Run Requirements Transition to Operations Critical Incident Management Dashboarding/Reporting SAP and IT Value Center

support Increase visibility on performance and availability Value and Success RSLF Survey Benchmarks Incident Analysis BPA 360 Report RSLF Workshop Design Thinking accoe certification SAP

Improvements UX Improvements Operations Manual Benefit Calculation BPPO s Value to Business Roadmap KPI Framework Dashboards Business Value Establish process to better serve the business

15 Run SAP Like a Factory The SAP OCC Customer Engagement Cycle Discover Opportunity Qualify Quantify Position Agree Deliver Implementation Build Improve Ongoing Delivery of Value Control and Measure Customer Situation Pain Points/Challenges Operations Control Center Operations Conduct Interviews Analyze customer requirements, operations and solution Define roadmap for improvements SAP Tools to identify Value Improvement across all phases Run Requirements Transition to Operations Critical Incident Management Dashboarding/Reporting SAP and IT Value Center Event Management/ Monitoring Change Control and Monitoring Continual Improvement Monitoring Framework Minimize disruptions Analyze trends, exceptions Interact with SAP MCC for advanced support Increase visibility on performance and availability Value and Success RSLF Survey Benchmarks Incident Analysis BPA 360 Report RSLF Workshop Design Thinking accoe certification SAP helps IT business improvement proposals to be validated by the business Post Go-Live / Integr. Validation Data Consistency Business Proc. Improvements UX Improvements Operations Manual Benefit Calculation BPPO s Value to Business Roadmap KPI Framework Dashboards Business Value Establish process to better serve the business users OCC orchestrates improvement initiatives Measure progress and report on value delivered SAP engagement models and experts continuously support the Customer needs for additional Improvements 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 15

16 What is a SAP Operation Control Center? Conceptual Picture Physical Room Operation Control Center Monitoring, Alerting, Standard Operations Procedures SAP Customer Partner Existing Customer IT Processes Operations Procedures Event Management Critical Incident Management Accelerates resolution and improves communication war room approach! Incident Management Change Control and Visibility Continuous Improvement Controls Changes and ensures visibility across teams SAP-supported Continuous Improvement Methodologies for IT and for the Business Change Management Problem Management Existing CI Initiatives Customer Business 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 16

System, DBMS, and host monitoring n Connection monitoring n Process integration monitoring ü!

availability and response times from end user point of view n Direct access from monitoring to root-cause

18 What is a SAP Operation Control Center? Centralized Monitoring and Alerting Infrastructure Monitor Alert Unified monitoring infrastructure n System, DBMS, and host monitoring n Connection monitoring n Process integration monitoring ü! End user experience monitoring n Automated execution of recorded end user scenarios n Measurement of availability and response times from end user point of view n Direct access from monitoring to root-cause analysis (end-to-end trace analysis) Avoid alert flooding n Unified alert inbox n Alert correlation and propagation 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 18

19 How does an Operations Control Centre work? Simple Process to Integrate Toolsets into Daily Operational Use Operations Control Center Detect Problem Business Process Analytics Route Problem Resolve Problem Business Process Improvement Business IT BP KPI & Data Consistency Monitoring Business Process driven view for selected Jobs, Interfaces, Scripts and Technical KPI s Interfaces & PO Monitoring Job & BI Monitoring End User Experience Monitoring System, Database & Host Monitoring Dashboards Alert and Event Management Incident and Problem Management (optional component) Business Process driven Root Cause Analysis Guided Procedures IT Task Management Root Cause Analysis Exception Management 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 19

20 Agenda Introduction and Background of OCC What is a SAP Operations Control Center SAP Tools for Discovering Value Opportunities People, Roles, Processes Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 20

21 SAP Tools for Discovering Value Opportunities Business Process Analytics Value Management Survey Design Thinking Incident Analysis Run SAP Like a Factory Workshop 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 21

Business Process Analytics for Process efficiency Gap between ideal and reality?

created automatically via interface SAP ERP Create Sales Order REALITY Manual orders & failed interfaces lead to only 60% autom.

wrong job variants lead to only 80% autom.

documents cleared automatically via electronic bank statement upload Create/Print Billing Document Create Accounting Document Clear open FI-AR

22 Business Process Analytics for Process efficiency Gap between ideal and reality? Business Process Analytics Incident Analysis Design Thinking Value Management Survey Run SAP Like a Factory Workshop IDEAL >90% sales orders created automatically via interface SAP ERP Create Sales Order REALITY Manual orders & failed interfaces lead to only 60% autom. rate >95% deliveries created automatically via batch job Create Outbound Delivery Post Goods Issue Missing master data, incomplete sales orders & wrong job variants lead to only 80% autom. rate >95% invoices created automatically via batch job 100% Fi documents created automatically via sales & accounting integration >95% Fi documents cleared automatically via electronic bank statement upload Create/Print Billing Document Create Accounting Document Clear open FI-AR item Missing master data, incomplete sales orders & wrong job variants lead to only 80% autom. rate Missing master data, wrong pricing or account determination lead to only 97% autom. rate Failed electr. bank statement & payment run processing lead to only 85% autom. rate 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 22

23 Run SAP Like a Factory Survey One Pager Run SAP Like a Factory (RSLF) Survey is an online survey inside SAP Value Lifecycle Management Center (VLM) SAP VLM is a self-registration platform to provide end-to-end support of all value management related activities from benchmarking business processes and creating business cases. The key objective of RSLF Survey is to establish baseline performance and identify potential improvement opportunities. The output data can be potentially used to build a business case Survey Objectives n Illustrate how business and IT value is created n Prioritize potential RSLF investments based on value n Create a project scope that delivers best practice outcomes n Quantify the benefits (financial and non-financial) n Establish post-implementation KPIs to measure value realization Survey Content n Survey instructions n Customer Baseline information n Participant profile n Solution operations n Move-the-Needle n RSLF Pain Points n RSLF Best Practices importance and coverage ratings Deliverables & Use Cases Generates a benchmarking report of peer comparison, that can be used to: n Identify key areas of process improvement opportunity n Measure KPIs & best practices maturity to uncover value gaps n Measure KPIs and processes before and during a transformation Enables comparison of the customer current performance to past performance 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 23

What is SAP s Value Lifecycle Manager Center (VLM)? Comprehensive Value Management Platform https://valuemanagement.sap.com/vlm/?

24 What is SAP s Value Lifecycle Manager Center (VLM)? Comprehensive Value Management Platform End-to-end support of all value management related activities from benchmarking business processes, creating business cases, and post go-live measurement Collaborative Online Experience Comprehensive benchmark & business case templates Customer accessible for direct benchmarking and business case involvement and collaboration Built in analytics for KPI comparisons and justification of improvement targets Qualitative assessment of an organization s best practice and pain points Integrated business case creation based on benchmarks and other data Open to any organization via online registration RSLF Content (One of 26+ Content Areas) Industry s largest database of business process metrics, best practices, pain points and high impact strategies Centralized content library to support customized business cases All content aligned along SAP s standard content taxonomy framework Global & Scalable Multi-lingual, multi-currency (currently, the RSLF survey is only in English) Templates for expedited business case creation (in pilot Q4 2014) Industry and Cross-Industry Value Drivers Best Practices and Pain Point Ratings 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 24

RSLF Survey Move-the-Needle Opportunities Total Labour hrs per incident SAP issues per 100 Users low productivty driving staff Low reliability & avaiablity Illustrative Peer Worst 30.2 375.0 197,9 17.

25 RSLF Survey Move-the-Needle Opportunities Total Labour hrs per incident SAP issues per 100 Users low productivty driving staff Low reliability & avaiablity Illustrative Peer Worst , Peer Best Fast automated and rapid turnaround error and proactive monitoring High robustness and avaiability Support Equiv. FTE per 100 Activ large numbers of manual interactions Maximum automation control centre Changes per 100 active users Constantly moving changes and lack of control formal and optimized change process Critical & High Sev Incident (%) Significant business impact 5.0% 4,95% 0.1% Critical process and technical monitoring & RCA Change Management Failures (%) No governance and basic automation 2.00% 1,95% 0.01% Standards, Q-gates, adv automation % PI Messages in Error Reactive monitoring and high incident MTTR 4.00% 2.00% 0.01% Few errors and Proactive monitoring 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 25

RSLF Benchmark Move-the-Needle Opportunities Performance Results Metrics All Metrics are Monthly Values Except where Identified Company Value Business Process Analytics Incident Analysis Peer Group

26 RSLF Benchmark Move-the-Needle Opportunities Performance Results Metrics All Metrics are Monthly Values Except where Identified Company Value Business Process Analytics Incident Analysis Peer Group Design Thinking Average Top 25% Value Management Survey Run SAP Like a Factory Workshop The percentage of Interactions/ Incidents Resolved by Service/ Help Desk XX XX 75% The total number of SAP incidents recorded per 100 active users (Quarter) XX XX 17.9 The percentage of Problem and/or Critical and High priority incidents with root cause identified The no. of Critical and High priority incidents related to business process operation XX XX 95% XX XX 23 The SAP Solution availability to transact and report the business activities XX XX 99.5 The percentage of PI messages in error XX XX 0.02% The percentage of automated SAP BW and Business Objects monitoring tasks XX XX 95% The percentage of job related incidents within the overall incident database XX XX <5% The percentage of day-to-day operational tasks implemented as guided procedures XX XX 95% Ranking: Below Average Between Average and First Quartile First Quartile Outlier 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 26

RSLF Incident Analysis One Pager Customers have significant higher labor cost (up to 60%) than infrastructure / software cost in IT.

Support labor efforts are normally focused on break-fix (Incident Management).

cost and identify cost driver reduction opportunities. Objectives Approach Deliverables To discover opportunities that reduce Business incident impacts and/or IT productivity and costs.

less expensive resources (L3 à L1) Initialization and Data Collection n Confirm scope, approach and participants n ITSM incident database extract n Remote AGS services (TEA, BPA, EWA) n Process /

27 RSLF Incident Analysis One Pager Customers have significant higher labor cost (up to 60%) than infrastructure / software cost in IT. Most customers prioritize Labor and IT Service Management processes. Incident resolution related efforts account for a significant portion (up to 70%) within the labor cost in customer IT. Support labor efforts are normally focused on break-fix (Incident Management). Few IT organizations measure the opportunity savings from incident volume reduction and the resulting improved satisfaction of their business users The goal is to provide transparency of IM related cost and identify cost driver reduction opportunities. Objectives Approach Deliverables To discover opportunities that reduce Business incident impacts and/or IT productivity and costs. Common opportunity include: n Transition-to-Operations outcomes n Event management (jobs, interfaces, master data, etc ) n Incident management (system change and non-system change) n Shift work to less expensive resources (L3 à L1) Initialization and Data Collection n Confirm scope, approach and participants n ITSM incident database extract n Remote AGS services (TEA, BPA, EWA) n Process / Solution documentations On-site RSLAF Incident Analysis Discovery Workshop n Discuss analysis result n Identify opportunities n Benefit case development High level roadmap with recommendations and actions to: n Improve Transition-to-Operation outcomes n Reduce event and incident impact on Business and IT costs / productivity n Establish problem management process and measure continual improvement value 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 27

RSLAF Incident Analysis Analysis Approach Customer SAP Massive incident occur at customer Data is anonymized and opportunities are hidden Provide data extracts SAP RSLAF Incident Analysis Various

28 RSLAF Incident Analysis Analysis Approach Customer SAP Massive incident occur at customer Data is anonymized and opportunities are hidden Provide data extracts SAP RSLAF Incident Analysis Various transformations (How and Why) How to reduce incident handling effort??? Reduce Incident Demand & Improve Incident Handling Visibility to Root Causes and Opportunities Publish results via SAP Lumira Cloud Drivers of incident demand Efficiency of incident handling processes Opportunities for improvement 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 28

29 RSLAF Incident Analysis Engagement Approach Initialization/ Data Collection RSLAF Incident Analysis Discovery (On-site Workshop) Action Plan n Alignment, common understanding and agreement on objectives, scope and deliverables n Initiate data collection per agreed scope n IT incident database extract n Process and Solution topic/area documentation n Perform RSLAF incident analysis of: n Problem areas such as jobs, interfaces, master data n Wrong work priorities n Impact to business n Discuss analysis results and potential benefit case n Identify opportunities to: n Reduce incident demand n Minimize incident handling effort n Improve incident handling Efficiency n Develop preliminary high level roadmap n Define recommendation n Develop actions to realize opportunities and optimization potential n Validate findings and finalize report n AGS remote services (e.g., TEA, BPA, ) and recent MaxAttention service reports 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 29

RSLAF Incident Analysis Customer Example Business Process Analytics Incident Analysis Design Thinking Value Management Survey Run SAP Like a Factory

for 2013 March Release June Release September Release Incident resolution durations increase following business release/ project warranty periods.

30 RSLAF Incident Analysis Customer Example Business Process Analytics Incident Analysis Design Thinking Value Management Survey Run SAP Like a Factory Workshop Sum of Incident Resolution Duration-Days for Closed Incidents per Calendar Week Duration-Days Incident Σ (Closed Date Submit Date) ~Week Ave. for 2013 March Release June Release September Release Incident resolution durations increase following business release/ project warranty periods. Team reported incomplete technical documentation of new functionality as work driver 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 30

31 Agenda Introduction and Background of OCC What is a SAP Operations Control Center SAP Tools for Discovering Value Opportunities People, Roles, Processes Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 31

32 Achieving IT Operations Efficiency Organizing the OCC around People, Tools & Processes Based on the strategy for the OCC, there is a need to define its scope and workings! People People Management includes: - Organizational Structure / Communication - Resource strategy - Talent Management / Skills - Knowledge / Experience Tools Processes Solution Manager and other tools capabilities include: - Monitoring - Incident and Change Management - Custom Code / Data Consistency IT Operations Efficiency Governance touches: - Processes - Communication/committes - IT Policies 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 32

Innovation Control Center and Operation Control Center Integration with Mission Control Center Innovation Control Center Operations Control Center Build SAP like a Factory Accelerate

Center Run SAP like a Factory Improve business continuity Higher degree of automation Better business performance Reduce total cost of operations Get access to the entire knowledge

33 Innovation Control Center and Operation Control Center Integration with Mission Control Center Innovation Control Center Operations Control Center Build SAP like a Factory Accelerate time-to-value Reduce total cost of implementation Smoothen transition to operations Be ready for future business transformations Powered by SAP Solution Manager SAP Mission Control Center Run SAP like a Factory Improve business continuity Higher degree of automation Better business performance Reduce total cost of operations Get access to the entire knowledge and experience of the SAP ecosystem via the SAP Mission Control Center. AGS Consulting Development Localisation 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 33

What is an xcc? The xcc are controlling their respective framework: Build SAP Like a Factory, Run SAP Like a Factory and relation/escalation to SAP.

The ICC and the OCC are part of the customer IT, the MCC is at SAP.

34 What is an xcc? The xcc are controlling their respective framework: Build SAP Like a Factory, Run SAP Like a Factory and relation/escalation to SAP. It is an organizational unit thus requiring people, processes and tools, and some logistics (physical room, screens ). The ICC and the OCC are part of the customer IT, the MCC is at SAP. OCC Operators People Processes Day to day operations Tools SAP Solution Manager Manager/Lead Alert Owner OCC Solution Manager Technical Administrator Maintenance of alerts and infrastructure Reporting Continual Improvement. Ticketing Tool Other support tools, monitoring tool Documentation Management Continual Improvement Lead SAP AG or an SAP affiliate company. All rights reserved. Internal 34

35 Agenda Introduction and Background of OCC What is a SAP Operations Control Center SAP Tools for Discovering Value Opportunities People, Roles, Processes Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 35

Scope of Application Operations- Tools Perspective System & Application Monitoring One

Database & Host Monitoring - End User Experience Monitoring - Interface & Process

Dashboards Dashboards for different target groups with sufficient look-and-feel; pre-packed,

guided handling of IT related activities including IT Task Management Root Cause Analysis &

configuration and reliable handling of technical and business exceptions Data Volume

36 Scope of Application Operations- Tools Perspective System & Application Monitoring One infrastructure for monitoring and alerting covering SAP & non-sap applications - System, Database & Host Monitoring - End User Experience Monitoring - Interface & Process Orchestration Monitoring - Job & Business Intelligence Monitoring Technical Analytics & Dashboards Dashboards for different target groups with sufficient look-and-feel; pre-packed, extendable or customer specific Technical Administration & Guided Procedures Automated and guided handling of IT related activities including IT Task Management Root Cause Analysis & Exception Management Analyze issues in heterogeneous landscapes, ensure compliant configuration and reliable handling of technical and business exceptions Data Volume Management Manage data growth and data reduction measures in your landscape 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 36

Run SAP Like A Factory Application Operations Provide Global Transparency over Solution

Experience Monitoring System Monitoring CA Wily Introscope E2E Trace Analysis Management

problems Systems and Applications Interfaces and Jobs Analytics layer Orchestration layer End

Alerting and Analytics Component and cross-component Problem resolution / Root Cause Analysis

and availability for end users Reduce data volume compliant to legal obligations Management

37 Run SAP Like A Factory Application Operations Provide Global Transparency over Solution Landscape Technical Support Operations Control Center (OCC) Application Support End User Experience Monitoring System Monitoring CA Wily Introscope E2E Trace Analysis Management Dashboards Alert Inbox DVM KPI Reporting Detect availability, performance and exceptions problems Systems and Applications Interfaces and Jobs Analytics layer Orchestration layer End User scenarios Automate operations activities by Automated problem detection via Monitoring, Alerting and Analytics Component and cross-component Problem resolution / Root Cause Analysis Guided procedures for regular tasks Increase end user satisfaction Ensure satisfying performance and availability for end users Reduce data volume compliant to legal obligations Management Dashboards for most common and stable KPI s Intuitive graphical UI s 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 37

Run SAP like a Factory- Business Process Monitoring Technical Scope - Content and Tools Cross

Business Process KPI s Dialog Transaction Performance Background Jobs Application Error Logs

Suite ( ECC, CRM, SCM, SRM etc) IS Solution e.g.

Integration into Service Desk BW Trend Analysis & Service Level Reporting BP Analytics Reporting

38 Run SAP like a Factory- Business Process Monitoring Technical Scope - Content and Tools Cross Application Monitoring Business Process Monitoring MONITORING CONTENT Interface Monitoring Business Process KPI s Dialog Transaction Performance Background Jobs Application Error Logs Update Errors Batch Input Monitoring etc qrfc, BDoc, ALE/IDoc XI/PI File Monitoring SAP Business Suite ( ECC, CRM, SCM, SRM etc) IS Solution e.g. Utilities, Banking, Insurance, Retail etc Alerting Alert Notification via , SMS etc Integration into Service Desk BW Trend Analysis & Service Level Reporting BP Analytics Reporting & Analytics BPO Dashboards (Integration of Alert and Analytics Data) Management Dashboards 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 38

39 Stabilize your Business Processes with Business Process Monitoring Goals: Reduce manual monitoring efforts - automation of monitoring and error handling Increase efficiency in daily operations automation of daily operations and proactive and faster exception handling Increase stability of interfaces and background processing reduction of interface errors and background process failures and thus reduction of process costs and systematic errors Reduce number of incidents early detection of interface and background processing issues, RFC failures and performance issues Methodology: Automation of alert monitoring and Continuous Improvement via Business Process Monitoring in SAP Solution Manager 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 39

Business Process Monitoring Application: Business Process Overview The Business Process Monitoring application is a new work center option available with

40 Business Process Monitoring Application: Business Process Overview The Business Process Monitoring application is a new work center option available with SP12. This provides an overview of all the business processes defined under a solution SAP AG or an SAP affiliate company. All rights reserved. Internal 40

41 Agenda Introduction and Background of OCC What is a SAP Operations Control Center SAP Tools for Discovering Value Opportunities People, Roles, Processes Tools in Run SAP like a factory What do our customers say? 2014 SAP AG or an SAP affiliate company. All rights reserved. Internal 41

46 2014 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP AG or its affiliated companies have 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 AG s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking 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 SAP AG or an SAP affiliate company. All rights reserved. Internal 46

SAP Solution Manager Focused Insights Setup for ST-OST SP4. AGS Solution Manager SAP Labs France

SAP Solution Manager Focused Insights Setup for ST-OST SP4 AGS Solution Manager SAP Labs France Focused Insights Service Information Guided procedure for the Dashboard Factory Setup The goal of this document