Run SAP like a Factory Establishing an Operations Control Center. SAP Active Global Support

Transcription

1 Run SAP like a Factory Establishing an Operations Control Center SAP Active Global Support

2 Agenda Motivation Run SAP like a Factory Building Blocks of Run SAP like a Factory Application Operations Business Process Operations Setting up Run SAP like a Factory 2011 SAP AG. All rights reserved. 2

3 Motivation Run SAP like a Factory

4 Orientation: Run SAP Like a Factory vs. Application Lifecycle Management Run SAP like a Factory Single Source of Truth Integration Validation Application Lifecycle Management Note: Maintenance Optimization & Security has been moved to Application Lifecycle Management 2011 SAP AG. All rights reserved. 4

5 Orientation: Run SAP like a Factory How the Term Is Being Used Run SAP like a Factory: The term Run SAP like a Factory is being used for Set up and running an Operations Control Center (OCC). Set up and running individual parts of SAP functionality from Application Operations - Technical monitoring and administration - Root cause analysis - Data volume management. Set up and running individual parts of SAP functionality from Business Process Operations - Business process monitoring and improvement - Job scheduling management - Data consistency management And only in case a major efficiency gain could be achieved. In this presentation, Run SAP like a Factory equals the implementation and operations of an OCC SAP AG. All rights reserved. 5

6 How Does IT Operations Look Like in Reality? Customer Reality RUN Phase Each and every incident impacts business users doing their job. Typically customers have thousands of incidents per month, leading to significant costs to the business. Business is constantly affected by major exceptions. A siloed organizational & support process setup lead to an isolated and reactive analysis of incidents if done at all. There is no transparency about the status of the business processes. There is no real improvement taking place IT Operations is more surviving, or finding work arounds. SAPs response - Run SAP like a Factory Like a Factory? Symbol for Professional Engineering Symbol for efficiency Increase efficiency of SAP Operations Stability Simplicity Automation Control 2011 SAP AG. All rights reserved. 6

7 Principles for Gaining Operational Efficiency Availability Correctness Coverage Tools Processes People Standardization Pro-activeness Integration - Centralization - Transparency - Continuous Improvement 2011 SAP AG. All rights reserved. 7

8 1 st. Level Support 1 st. Level Support Operations Control Center From a Siloed to a Centralized Operations Approach Business Process Owner End User Key User Business Process Owner Operations Team End User Key User Functional Support Team (2 nd Level) Operations Team Operations Control Center 2 FTE per shift Application Middleware SAP Basis & IT Infrastructure Functional Support Team (2 nd Level) Application Middleware SAP Basis & IT Infrastructure 2011 SAP AG. All rights reserved. 8

9 OCC General Concept Understand current operational challenges by answering the question: While operating SAP, what creates pain to the Business / to IT, and why? Create transparency about these challenges by setting up central monitors and a standardized monitoring process Improve the initial setup, and SAP operations in general by implementing a continuous optimization process 2011 SAP AG. All rights reserved. 9

10 1. Understand Current Operational Challenges The general concept of an OCC is to provide immediate value to business and IT, by focusing on critical operational areas. For this purpose, it is a critical success factor of having a detailed understanding of: The business / IT support processes and challenges Business process criteria and KPIs Related IT criteria KPIs is required. The most important and urgent challenges (or parts of it) should be already addressed in the start setup of the OCC. The OCC start setup does not target towards completeness. Unspecific standard setups should be avoided at all (although there are common building blocks of an OCC) SAP AG. All rights reserved. 10

11 2. Create Central Transparency Operational challenges are usually fuzzy problems, and transparency on the root cause, context and history data is often missing. Creating central transparency means: For the identified problem areas, monitoring data is continuously collected 24x7, stored in a central place, and displayed in monitors and on large screens within the OCC. The data is being used within the OCC for: - Alerting: Establish an automated and highly standardized operator driven alert monitoring process, with integration point into incident management. - Monitoring: In case of a problem, the central monitoring data helps speeding up the analysis process, with integration into problem management. - Reporting / Dash-boarding: Usage-specific reports and dashboards for all IT management levels clarify on history, and future trends. Integration points exists into various other IT support processes like capacity management, or technical administration. The central alert based monitoring process is a core OCC process, which leads to a significant efficiency gain SAP AG. All rights reserved. 11

12 3. Continuous Optimization To adapt the OCC to new operational challenges, a continuous optimization process is being implemented as a core OCC process. The standardized optimization process: Analyzes Prio-1 incidents (classic problem management) Studies event and incident history, and trends (technical and business process related) Runs a Solution Management Assessment type analysis To identify optimization opportunities. Once evaluated, prioritized and approved, an appropriate change is being initiated, e.g.: Software or configuration change Implementation / optimization of a new IT support process Initiation of a new Run SAP like a Factory project for adding a new monitor The initial OCC setup is continuously being improved SAP AG. All rights reserved. 12

13 Operations Control Center - Summary Run SAP like a Factory Set up and run an Operations Control Center: A set of central monitors, which permanently report the status of the business processes and related IT landscapes, including important business and technical exceptions. In alignment with SAP s support standards, the monitors are part of: Application Operations Business Process Operations An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox. A small team of operators, who only work on the alerts in a standardized way: Either perform pre-configured simple analysis procedures (Guided Procedures). Or convert the alert into an incident / service request for processing by the next level support. An ongoing optimization process, which analyzes the root cause of major problems or alerts. The optimization process: Either eliminates the root cause (e.g. by initiating a change request) Or tries to improve the OCC setup (e.g. by initiating the setup of an additional monitor, to be able to detect the same problem more early), or the IT support processes (e.g. by introducing a job request management process). => Enabling the customer to improve without the help of SAP SAP AG. All rights reserved. 13

14 OCC Concept Picture Operations Control Center (OCC) Central Monitors/ Dashboards Continuous Optimization Process Act Study Do Plan 2011 SAP AG. All rights reserved. 14

15 The Central Monitors / Dashboards The central monitors / Dashboards: Address key operational pain points customer may have because they are designed per customer, tailored to customer specific operational needs. Provide full transparency about the status of the core business processes and the IT landscape. Are running in auto-refresh mode, and presented on large screens in the Operations Control Center. Turn to red meaning trigger alerts - in case of major business exceptions and technical problems. Are the first tools technical operators work with, in case of alerts. Are enriched by reporting functionality and dashboards, to provide detailed information to all IT support levels. SAP Solution Manager 7.1 is the foundation for the central monitors, as well as the monitoring infrastructure behind. 3 rd party information can be integrated SAP AG. All rights reserved. 15

16 Continuous Optimization The continuous optimization process: Analyzes and documents the root cause of major incidents (coming from the incident management process), or negative indicators / trends / events (coming from the central monitors). Once the root cause is clear, the optimization process determines and documents if and how the root cause can be solved. In case there are no realistic solving options, the optimization process looks for improvement potential for the central monitors, to be able to detect the same in future ideally before the business is impacted. Finally the appropriate change procedure is being triggered. In case of an improvement proposal of the central monitors, a new Run SAP like a Factory project might be triggered. Overall, the customer will gain a significant and continuous improvement in software and IT service quality. Restore/ Improve Service Study Act Do Plan 2011 SAP AG. All rights reserved. 16

17 Why Does an OCC Drive Operational Efficiency? Examples Automation Pro-activeness: Detect problems before the business is impacted Automated and alert-based monitoring, 24x7, without manual effort Automatically react on alerts (e.g. Via guided procedures; Converting very important alerts into incidents) Simplicity Standardized central tool set, w/ same look & feel. Standardized administrative processes (e.g. Always start from the alerts in the alert inbox; Always use guided procedures). Stability Centrally monitor the status of the business processes, and all important IT landscape components. Be immediately aware of business data inconsistencies (e.g. By using the Exception Management Cockpit). Control Getting transparency what is going in your solution (e.g. By having a central point of control; user-specific dashboards) Getting better continuously (e.g. better IT service quality, more major incidents solved, better monitoring) 2011 SAP AG. All rights reserved. 17

18 Impact Run SAP like a Factory Focus Area Run SAP like a Factory initially focuses on incidents with high urgency, and with large impact. Those incidents are most painful to the business, leading to a significant degradation of IT service quality. The optimization process seeks for root cause elimination in this area. In case this cannot be archived, the setup of the central monitors is being improved, to become more sensitive and more pro-active in future detecting the issue even before it develops into a major incident. Once the concept has been established, the focus can be extended to clusters of incidents having less impact / urgency, and to trend analysis (e.g. negative performance trend of business processes), increasing operational excellence. Incident Priority Matrix Enterprise/ Multiple Regions Unavailable Degraded No Workaround Urgency Degraded Workaround Low Degradation Department or Region Multiple Users Single user SAP AG. All rights reserved. 18

19 More Information More information on Run SAP like a Factory SAP Service Marketplace: Run SAP like a Factory Application Operations Business Process Operations Maintenance Optimization & Security 2011 SAP AG. All rights reserved. 19

20 Building Blocks of Run SAP like a Factory Application Operations Business Process Operations Event Management Process Optimization Process

21 Building Blocks of Run SAP Like a Factory As the core part of the Operations Control Center, a central set of monitors needs to be set up. The monitors should especially address major pain point areas the customer has already identified. The monitors belong to SAPs standard offerings for: Application operations Business process operations It can be one of the first tasks in an implementation project for Run SAP like a Factory to identify the best set of initial monitors to start with. This is being done in an OCC roadmap service. However, the ongoing optimization process will improve the monitors and the setup over the time, based on the operational learning s. The concept of an alert based monitoring approach is key for Run SAP like a Factory, because if enables SAP operations in a highly efficient way: Business processes and infrastructure components can be monitored 24x7, without manual effort. Depending on thresholds, alerts can be triggered ideally before the business is impacted. Technical & business process analytics, and dash boarding can be considered as inherent functionality of every Operations Control Center setup SAP AG. All rights reserved. 21

22 Monitoring and Alerting Infrastructure - Evolution End-to-End Technical Monitoring & Alerting Local RZ20 Central Central CCMS BI PI System Database Host ABAP ABAP SAP J2EE ABAP Java.Net C/C SAP AG. All rights reserved. 22

23 Monitoring and Alerting Infrastructure - Runtime Architecture SAP Solution Manager Managed Object Directory (Configuration) Data Provider Metric values Data Provider Data Provider Connector Metric values Event Calculation Engine Events Alert Consumer Connector Metric values Rated Metrics Events Alerts BW Store Event + Metric Store Alert Store Reporting Monitoring Alerting 2011 SAP AG. All rights reserved. 23

24 Application Operations Application operations provides the complete technical scope of capabilities and processes for the IT department to monitor and manage all components in their IT environment covering: System, Database and Host Monitoring End User Experience Monitoring Process Integration and Business Intelligence Monitoring Interface and Connection Monitoring Exception Management Root Cause Analysis Data Volume Management Application operations contains the E2E Monitoring and Alerting Infrastructure with Alert Inbox and Alert Store, Exception Management Cockpit with Exception Store and Analytics and Dashboard Framework with Metric Store, Setup and Guided Procedure Framework and Work Mode Management with IT Calendar. Application operations ensures sufficient setup of Root Cause Analysis capabilities based on the SAP Diagnostic Infrastructure 2011 SAP AG. All rights reserved. 24

25 Integration of all scenarios in End-End-to-End Monitoring and Alerting Infrastructure Technical Monitoring and Alerting Capabilities in Detail Unified Alert Inbox Central access point for all alerts coming from the different monitoring scenarios Integration of Incident & Notification Management, Root Cause Analysis and collaboration features System Monitoring Status overview for technical systems, instances, databases and hosts Drill down to single metrics and events, Jump in to metric reporting and landscape information End User Experience Monitoring Measurement of availability and response times from an end user perspective Deep integration in E2E Trace Analysis for Root Cause Analysis Process Integration Monitoring Central entry point for SAP Process Integration specific monitoring for complete PI domains Contains central monitors for PI components, PI channels and Message flows Business Intelligence Monitoring Central monitoring for SAP Business Intelligence solutions based on SAP BW and BOE XI Monitoring of SAP Business Warehouse process chains and Business Objects specific jobs Interface and Connection Monitoring Monitoring of RFC connections as well as Interface Channels between SAP and non-sap Systems 2011 SAP AG. All rights reserved. 25

26 Root Cause Analysis and Exception Management End-To-End Root Cause Analysis E2E Workload Analysis: General performance overview for heterogeneous solution landscape E2E Change Analysis: Statistical change data cross all technologies based on daily snapshots E2E Exception Analysis: Statistical exception data for trend analysis or review exception E2E Trace Analysis: Identify the problem causing component (performance and functional) and jump-in to detailed component specific trace analysis for single user request System, Host and Database Analysis: Central, safe and remote access to file system, OS and DB including links to read-only monitoring and administration tools like CA Wily Introscope Configuration Validation Target System Maintenance: Define the configuration items which are going to be validated as compliant or non-compliant including usage of operators to define the rule used for validation Validation and Reporting: Consistency validation reporting based on templates delivered with SAP Solution Manager for whole SAP Solution Landscapes Exception Management Exception Management Cockpit: Central access to all kind of exceptions provided by Exception Store including access to Guided Procedures which automate the resolution of exceptions Instrumentation Platform: Unified approach to instrument exception handling including coverage of process flow driven exceptions based on correlators 2011 SAP AG. All rights reserved. 26

27 Technical Analytics Capabilities in Detail Technical Reporting Management Reporting Document based Early Watch Alert (EWA) Predefined content for document based reports Interactive Reporting (KPI Reporting) Report content is predefined Displayed data could be individually browsed Customer specific Reporting Report content and presentation mode is completely customizable Document Based Service Level Reporting (SLR) Predefined content could be individually tailored Standard Dashboards Content is pre-configured SAP developed dashboard applications Customer specific Dashboards Usage of dashboard framework Customer own developed dashboard applications Level of data aggregation and interpretation 2011 SAP AG. All rights reserved. 27

28 Generic tool set to automate most common IT administration tasks Technical Administration Capabilities in Detail IT Calendar Calendar view displaying planned Work Modes for complete landscapes Day, week and monthly views Work Mode Management Plan single or recurring work modes for systems, instances and databases Integration in Notification management Switch off alert generation during downtimes and support to execute system downtimes Notification Management Create / maintain recipient lists centrally Maintain personalized notification settings Notification of users from Workmode Management, Alert Inbox,... Task Management Execute centrally tasks created in various applications Create and assign new tasks Central Tool Access Central access to administrative tools in managed systems Easy customization by End Users by adding new tools Central Access to basic administration functionality for SAP Netweaver MDM SAP AG. All rights reserved. 28

29 Data Volume Management Capabilities in Detail Data Allocation Statistics Understanding the data consumption of SAP Landscapes rather than single systems Application related views on data distribution (application area, document types, archiving objects, ) Table Utilization Analysis Identify unused data as potential for data reduction and adress most heavily accessed objects on an early stage Timely Distribution of Records Automated calculation of Age Footprint of SAP Applications Identification of application areas and document types for reduction measures and detection of data quality issues Best Practice Document Generation Guided creation of best practice documents for selected objects and understanding the business background Provides standardized data content analysis for technical blueprint Data Volume Management Efficiency Reporting Visualization of business growth rate compared to technical landscape growth Basis for decision making and planning of follow up activities and display of landscape wide achievements of measures Calculation of Potential Savings Simulation of saving potential for data deletion or archiving using SAP best practice values and revealing potential data volume management strategy gaps 2011 SAP AG. All rights reserved. 29

30 Business Process Operations Business process operations provides a business process oriented approach to the IT and business department to operate the mission critical business processes covering: Monitoring and alerting on the performance and exceptions of business processes. Efficient and effective control over all background jobs. Early detection and resolution of data inconsistencies. Providing transparency to improve the business process flow through the IT solution Optimize the technical performance and throughput of business processes For business process operation you can use tools like Business Process Monitoring, Job Management and Data Consistency Management in SAP Solution Manager. Business Process Analytics and the Business Process Monitoring Dash Boards can used to for a close cooperation between IT and Business Department to monitor the health of business processes and continuously improve them. Business process operations provides best practice content based on SAP Solution Manager, methodologies, services and trainings to enable and empower customer and partner organization to accomplish a stable and highly efficient business process operation SAP AG. All rights reserved. 30

31 Business Process Monitoring Focus Areas Alert Monitoring, Analytics, Dashboards IT Business Process Stabilization (monitor interfaces & jobs) Business Process Improvement Analysis of document backlog Business Process Improvement Analysis of other exceptions Business Minimize interface failures Minimize errors or delays in background processing Maximize technical performance Avoid functional errors (e.g. ABAP dumps, update errors) Identify standardization issues by internal benchmarking Identify systematical end-user handling errors and possible training gaps Close process design gaps Adjust customizing and/or configuration Clean up old & open business data Reduce Time to Market by Lead Time calculation for certain process steps Analysis of Inventory (Slow Moving Stock) Optimize Supply Chain (STO Value in Transit, STOs without Deliveries) Reduce exceptions in Order Management (Credit Memos, Rejections, Incompleteness) Protect initial investment Make most of initial investment & achieve optimum according to plan Alert Monitoring for interfaces, background jobs & cross-application Business Process Analytics Business Process Operations Dashboards Business Process Analytics & Alert Monitoring (application-specific) 2011 SAP AG. All rights reserved. 31

32 From Analysis to Stabilization & Improvement Provides indicators for Business Process Stabilization & Improvement SAP Business Process Analysis performed on SAP ERP, SAP CRM or SAP SRM backend system Business Process Analytics Provides scope for Business Process Monitoring Clean-up of old & open business data Improved planning result accuracy Improved performance of transactions, reports or processes Higher reporting quality Higher end-user efficiency Detect & correct gaps in process implementation Configuration issues Missing closing steps Global Transparency Internal Benchmarking across organizational units Visibility & Transparency Business Process Standardization Business process template adherence Missing end-user training Early detection of business process exceptions Overdue business documents not processed fast enough Interface errors & inconsistencies Issues within background processing Performance issues Automization of manual tasks Alert monitoring of interfaces & background jobs 2011 SAP AG. All rights reserved. 32

33 Business Process Improvement Traditional KPI Aapproach vs Problem-oriented BPM & Analytics KPIs Business KPIs (often %-based) Order fulfillment rate Days of Sales Outstanding Influencing factors Slow warehouse tasks Slow transportation Insufficient stock (Theoretically) Derive Define Key figures for respective detailed measurement Out-of-the-box key figures from BPMon&Analytics Overdue Sales Orders / Deliveries Incompletes SD documents Schedules initially not confirmed (Practically) Identify Root Causes Master Data Customizing End User Business Exception Derive Business Areas & KPIs affected Top-down approach Bottom-up approach 2011 SAP AG. All rights reserved. 33

34 Business Process Monitoring Available Data Collectors Application specific monitoring (Throughput & Backlog Indicators) for SAP ERP & SAP EWM, SAP CRM, SAP APO, SAP SRM Background Job monitoring for Single background jobs, SAP BW Process Chains Interface monitoring for IDoc, BDoc, trfc, qrfc, bgrfc, Batch Input, flat files, SAP PI Complete catalog available under > Media Libary > Customer Information > Business Process & Interface Monitoring - Part 2 Cross-Application monitoring for ABAP dumps, Update errors, number range fill-level, Application Log entries, Performance monitoring for transactions and RFC processing Industry specific monitor enhancements for SAP Apparel and Footwear, SAP for Automotive, SAP for Banking, SAP for Retail, SAP for Utilities Data Consistency monitoring for SAP ERP, SAP CRM, SAP APO 2011 SAP AG. All rights reserved. 34

35 Business Process Operations Dashboards Example: Manager Distribution Center Germany Dashboards are freely configurable in three basic steps: 1.Select key figures and characteristics to be displayed 2.Chose chart type per key figure 3.Arrange different charts in one dashboard and assign user groups 2011 SAP AG. All rights reserved. 35

36 JSM Health Check Reports Information: Comparing Job Status: Finished vs. Canceled Workload Distribution per duration Distribution per delay Distribution by user Distribution by execution server 2011 SAP AG. All rights reserved. 36

37 Standardized Event Management Process In case alert reason can be solved: Operator completes alert In case alert reason cannot be solved: Operator converts alert into incident and passes alert to next level support for processing Act Data suppliers of the monitoring Infrastructure automatically analysis the components of the SAP Solution 24x7. Monitoring data is being sent to SAP Solution Manager for display, storage, alerting and reporting. Technical Operator evaluates further status and history information Measure Alert consumer collector in SAP Solution Manager decides on alert generation. Guided procedure can be raised for running a first analysis. Analyze Alert Notification is being sent, alert appears in the central alert inbox Technical Operator opens alert inbox and takes ownership on alert Alert documentation describes alert context Technical Operator groups related alerts 2011 SAP AG. All rights reserved. 37

38 Event Management Process Monitoring Events - Customer Observations Limited post-implementation optimization of monitoring object s and their threshold (event and incident) working on the wrong things Too many objects monitored: support staff react to events versus initial pro-active intent Operators overwhelmed by data and cannot identify change in state or trend Event description are insufficient to direct to appropriate team Unclear accountability for optimization and monitoring outcomes minimize incidents Repeat Events leading to Incidents are not identified and eliminated Difficult to allocate resources to identify root cause and recommend plan to eliminate / minimize future Events and/or incidents Daily, Weekly and Monthly activities are not updated based on Event and Incident learning s Monitoring effectiveness cannot be assessed as Event work is inadequately tracked The customer OCC concept have not adopted Six-Sigma (DMAIC) or similar continuous improvements framework (PDSA) supported by necessary tools 2011 SAP AG. All rights reserved. 38

39 Event Management Process Monitoring - Customer Example Technical Operations and Business Process Operation Monitoring Extensive monitoring of servers, file systems, queues, connections, network, run-time environment Top 12 most critical business processes monitored and aligned with business to support continuous improvement Trend analysis performed in monitoring tools and at higher levels Operator Accountabilities Outsourcer with 7x24 global coverage Outsourcer monitor queues and dispatch Event work to appropriate outsourced teams Database SAP Basis Infrastructure and OS Each tower is dedicated to SAP versus prior pool resource model Not all events are interfaced into Incident Management tool Operator is not Accountable Adjust Event priorities nor convert events to Incidents To initiate Problem Management nor Continuous Improvements 2011 SAP AG. All rights reserved. 39

40 Continuous Optimization Process (General) Exception/ Incident service restored and ITSM team documents Root Cause. OCC team determines effort and timing recommendation within 30 days Restore/ Improve Service Act Event Filtering and 1 st Level Correlation OCC team identifies object threshold optimization opportunities and recommendations OCC team response selection to event warnings and exceptions. Escalates as necessary Plan New Object OCC team works with project to recommend objects, thresholds, documentation, and guide procedures OCC team and Quality Managers study event and incident history to identify 'Act and Plan' phase opportunities. Study Do Change Advisory Board prioritizes OCC optimization recommendation for implementation Quality Manager drives optimization OCC team reports optimization effectiveness (scorecard) OCC team updates documentation and expert guided instructions 2011 SAP AG. All rights reserved. 40

41 Continuous Optimization Technical Monitoring - Example Event Filtering and 1 st Level Correlation OCC team conduct analysis and determines 473 informational temperature events recorded in analysis period. 347 informational 126 events assigned to resources for investigation 67 no action required closure code 16 can t reproduce closure code 27 actual events 22 undocumented work-around closure code 5 closed with change request and/or user instruction OCC team initiates project to adjust temperature thresholds and updates expert guided instructions with closure code work-around and user instructions results OCC Team now proactively monitors infrastructure 2011 SAP AG. All rights reserved. 41

42 Business Process Improvement Methodology Five phases of typical Six Sigma project (DMAIC) BP Analysis by Define Decide on Work Streams/ Processes to start with In a phased approach start with 1-2 processes and 3-5 KPI per process BP Monitoring No yellow or red alerts should show up BP Analytics Trend Analysis should show decreasing trend Create Action Plan Execute Action Items Control Implement Analyze Measure Use BP Analytics Identify areas with improvement potential Benchmark organizational units Analysis of backlog & trends Root Cause Analysis 2011 SAP AG. All rights reserved. 42

43 Continuous Optimization BP Analytics and Monitoring - Example BP Monitoring & BP Analytics Define Define small number of KPIs with Process Owners (3-5 per work stream) Control result and sustainability of measures Control Measure Measure KPIs and review data with process owners and key users Implement Analyze Implement measures with process owner, OI work stream and key users Perform Root Cause Analysis with process owners, OI and key users 2011 SAP AG. All rights reserved. 43

44 Example : Improvements Realized in Brazil Impacting Balance Sheet and SG&A costs 82% - 90% Significant reduction of open vendor items that are overdue increasing the correctness of the Balance Sheet and decreasing SG&A costs! BP Analytics Screenshot 2011 SAP AG. All rights reserved. 44

45 Involvement of Quality Managers BP Champ. QM-BPI Business QM-BC Business Process Champion: Owns the definition of the business processes within the organization Owns the way it is implemented in IT Is normally a person from the business with a very deep knowledge of the business strategy as well as of the business execution QM for Business Continuity: Direct contact for all technical aspects Application IT Technology Collaboration in all business related topics (Business Process Monitoring, Exception Handling) 2011 SAP AG. All rights reserved. 45

46 QM for Business Continuity BUSINESS Data Volume Management Business Process Performance Job Scheduling Optimization Management Global Business Process Champion Regional Business Process Champion End User, Key User Program Management Office (PMO) Application Management QUALITY MANAGEMENT Integrated Q-Management, One source of the Truth Data Consistency Management Operations Business Process & Interface Monitoring Custom Development Business Process Operation 2 SAP Technical Operations IT Infrastructure Quality Management for Business Continuity IT To ensure business continuity, enable standardization, process compliance and integration of all operation units. One end-to-end support process - integrated: change control methodology that identifies precisely which change impacts which core business process incident management and root-cause analysis solution for business processes, interfaces, and SAP technology capacity management for business processes and systems and end-to-end integration of the business process unit and SAP technology operations SAP AG. All rights reserved. 46

47 QM for Business Process Improvement Global Business Process Champion Regional Business Process Champion 3 End User, Key User Program Management Office (PMO) Application Management Custom Development Business Process Operation SAP Technical Operations IT Infrastructure Quality Management for Business Process Improvement Technical business process operations monitoring Monitor all queues, interfaces, workflows and batch jobs 100% transparency and monitoring of business process exceptions 100% transparency of business process KPIs Data consistency check framework 2011 SAP AG. All rights reserved. 47

48 QM for Business Process Improvement Improvement Process Improvement Process (Integration Validation) Assess Analyze Optimize Verify Conduct Solution Management Assessment Validation of business process requirements KPI Assessment Identification of top issues Define the action plan, priorities, responsible and time lines Collect information and perform analysis Provide recommendations for improvement Error correction Implement improvements Definition of monitoring objects and procedures Validate recommendations Ensure implementation of recommendations Top Issue follow-up 2011 SAP AG. All rights reserved. 48

49 Assess Phase Conduct SAP Solution Management Assessment SAP Solution Management Assessment Validation of business process process requirements requirements Define Definition business of KPIs KPIs Analysis of system landscape, landscape, business processes, business interfaces processes, interfaces Identification of top issues Identification of top issues QM Business Process Improvement Business Process Champions The outcome of the SAP Solution Management Assessment is documentation of all top issues, additional requirements and challenges Activities: Identification of the business processes requirements for the core processes Definition of business KPIs Identification and documentation of the software components across the business processes Analysis of the core business processes Analysis of critical interfaces 2011 SAP AG. All rights reserved. 49

50 SAP Solution Management Assessment Overview Reason Business Processes are not performing optimally. Major problems, such as performance, inefficient processes, end user dissatisfaction, etc. Focus Identification of top issues, analyzing them in the production environment, and establishing a reference case. Roles QM for Business Process Improvement Business Process Champion Result Action plan for improvement is defined in conjunction with the other quality managers in the Customer COE SAP AG. All rights reserved. 50

51 SAP Solution Management Assessment Methodology Overview Process Flow Business Process Requirements Identify/Document Solution Landscape Analysis of Core Business Process Analysis of Critical Interfaces Identify Top Issues Defining KPIs: Impact to the business Availability requirements Operational requirements (performance and BP completion) KPI targets/how? KPI Reporting To be Identified: Software releases Involved technologies Hardware architecture strategy (perf/availability) Interface technologies Identify potential risks Analyzing the BP: All steps and how they were implemented Data volumes processed (avg, peak) Other interfaced systems Technical constraints for any BP step Understand operational requirements Understand how the interfaces were implemented Technologies used (IDOC/BAPI, etc.) How implemented Time critical requirements Review transactional security & consistency Operational topics Clear documentation of ALL top issues, additional requirements QM for Business Continuity & Business Improvement As a result of the SAP Solution Management Assessment an action plan for improvement is defined in conjunction with the other quality managers in the Customer COE Business Process Champions 2011 SAP AG. All rights reserved. 51

52 The IT Supply Chain Business or Business oriented IT Functions Organizational Model End User, Key User Business Process Owner Corporate Security Change Advisory Board Portfolio & Program Management Office (PMO) Enterprise Architecture Integrated Quality Management Operations Control Center 2 FT per shift Integration Validation Change Control Center Help Desk (1 st Level Support) Business Process Operations (2 nd Level Support ) Application Operations IT Infrastructure Solution Operations (Run SAP Like a Factory) Application Project Teams Custom Development Solution Owner (3 rd Level Support) ALM (Build Faster & Better) 2011 SAP AG. All rights reserved. 52

53 Setting up an Operations Control Center

54 Two Different OCC Setup Approaches There are two different approaches for setting up an OCC Bottom-up: The customer is interested in individual / single monitoring functionalities from Application Operations or Business Process Operations. The customer follows the setup roadmaps for Application Operations or Business Process Operations. The roadmaps start with planning services for defining in detail what functionality should be part of the setup project. Later on, the monitoring functionality could be functionally extended, or the whole concept could be included into an OCC. Top-down: The customer is interested in setting up an OCC, which consists of a set of central monitors, the standardized monitoring process, and the continuous optimization process. The customer follows the setup roadmap for an OCC. The roadmap start with a planning service for defining in detail what should be part of the setup program. The program includes projects for Application Operations and Business Process Operations. Furthermore the program takes care of properly implementing the new concept into the existing support infrastructure, organization and processes SAP AG. All rights reserved. 54

55 Effort Efforts for Setting Up and Running an OCC Customer investment is required for initial setup of the central monitors. The initial setup should already address major operational pain points right from the beginning. Once set productive, the OCC may uncover significant improvement potential, resulting in many changes of both coding, and the central monitors. Customer will soon reach the payback phase, where the effort strongly decreases. A large return of investment is given by a much higher IT service quality, and system stability. Initial setup OCC GoLive Initial OCC optimization Investment Phase Ongoing continuous improvement Payback Phase Time 2011 SAP AG. All rights reserved. 55

56 Implementation Sequence for an OCC Typical Phases and Timing 1-2 Weeks 2 Weeks 1 - X Week(s) Ongoing Positioning Program Setup Implementation Enterprise Rollout Purpose: - Making sure an OC is the right operations approach for the customer. - Definition of a first OCC setup Approach: - Analysis of 360 review - Analysis of major customer incidents in the recent past - Onsite assessment workshop ( OCC Planning workshop ) Result: - Design of a first version of central monitors based on operational challenges. - Benefit case, effort estimation Purpose: Detailed design of the OCC Approach: - Detail AO, BPO, according to scoping definition - The planning of the sub sections runs according to sub roadmaps - Alignment - Design of the monitoring and continuous optimization process Result: Detailed plan of the initial OCC setup ready for implementation Purpose: Implement & test central monitors Approach: - Implement AO, and BPO - Train team members - Run RSLAF test scenario - Check readiness and completion of OCC setup (tools, teams, processes) - Initiate final handover to production Result: OCC is ready for Go-Live Purpose: - Optimize solution; - Optimize OCC setup Approach: - Use of central monitoring, alerting and automation - Run Optimization process on major incidents - Run optimization process on incident clusters - Initiate new RSLAF projects based on findings Result: - Major incident creation rate lowers - OCC setup and efficiency constantly improves Implementation roadmap seeking for fast initial OCC setup, and ongoing optimization 2011 SAP AG. All rights reserved. 56

57 The OCC Planning Workshop (DRAFT) The OCC Planning Workshop Scope: Clarify if Run SAP like a Factory is the right approach for the customer to increase operational efficiency Create a first high-level definition of the central monitors Preparation: Evaluation of the customer incident database Evaluation of additional SAP service reports (360 review, ESR, TIC/TFC, OPW...) Onsite part: Understand customer operational pain points in detail Understand business processes, solution landscape, operations processes, and involved teams Service outcome: Design a first setup of the central monitors (based on current pain points, and operational needs) Create setup roadmap including effort estimation(t-shirt sizing), and benefit case Agreement with the customer to set up a Run SAP like a Factory program, which includes AO and BPO as setup projects SAP AG. All rights reserved. 57

58 Program Roadmap / Project Roadmaps: Top Down Approach OCC Planning Workshop OCC implementation Program Assess teams, tasks, roles Setup Monitoring Process Setup Optimization Process AO Implementation Project Setup Alerting Setup EEM BPO Implementation Project Setup BPAnalytics Setup DC 2011 SAP AG. All rights reserved. 58

59 OCC Implementation Roadmap 2011 SAP AG. All rights reserved. 59

60 Thank You!