Customer COE Hybrid Solutions Cloud (SaaS) / OnPremise Challenges Michael Zöller, SAP SE, Mission Control Center (MCC) EMEA Cloud Deployment Support

Transcription

1 Customer COE Hybrid Solutions Cloud (SaaS) / OnPremise Challenges Michael Zöller, SAP SE, Mission Control Center (MCC) EMEA Cloud Deployment Support

2 Agenda Customer COE Basic Functions How is the role of Customer COE changing? Hybrid Solutions 2015 SAP SE or an SAP affiliate company. All rights reserved. 2

3 Customer COE Basic Functions As Of Today entails the acquisition, collection and management of all company and SAP related IT-information from one or more sources and the distribution to the target group. Events & forums User groups helps the customer to take advantage of innovations, when business requirements are not covered by SAP standard. Customer COE knows about customer s processes, tools and services to avoid SAP source code modification and is informed about innovations of SAP standard functional scope. Customer Connection Customer Engagement Initiative Continuous Improvement Chats Events & forums WEB Customer CCOE Customer CCOE Innovation Improvement Vision Business Unit Business Unit Business Unit Business needs Customer modification SAP Standard functional Scope Information Management Contract & License Mgmt. Innovation/ Influence SAP Development Support Operations is focusing on customer s internal contract and license management. Customer COE takes over the governance of the license audit process of all SAP systems within the company, including preparation, execution, reviewing of measurement results and ensures a smooth collaboration with SAP Global License Auditing Services. Customer CCOE User System System is about the overall collaboration with SAP Support in Incident and Problem Management, usage of SAP Solution Manager and Support Services offerings e.g. SAP automated checks. Support Customer CCOE IT Support User 2015 SAP SE or an SAP affiliate company. All rights reserved. 3

4 Agenda Customer COE Basic Functions How is the role of Customer COE changing? Hybrid Solutions 2015 SAP SE or an SAP affiliate company. All rights reserved. 4

5 SAP Cloud Models Service and Provisioning View IaaS Infrastructure as a Service PaaS Platform as a Service SaaS Software as a Service Solution Stack On Premise Host Build Consume Applications Data Runtime Middleware Database O/S Virtualization Servers Storage Networking Customer manages Customer manages SAP Manages HEC - HANA Enterprise Cloud Customer manages SAP Manages HCP HANA Cloud Platform SAP Manages SAP - SaaS Solutions 2015 SAP SE or an SAP affiliate company. All rights reserved. 5

6 Hybrid = Combination of OnPremise And Cloud Need to support hybrid business processes end-to-end SAP Cloud Solutions on any device Order-to-Cash Source-to-Pay Recruit-to-Retire Non-SAP Clouds SAP HANA Cloud Integration / SAP NetWeaver Process Orchestration Enterprise ERP CRM Siebel SRM HCM PeopleSoft Microsoft On-Premise Integration: Technical (connectivity, availability, robustness), Business Process (data consistency, performance, monitoring), Data Security & Protection Supportability and Lifecycle Management (incident mgt, RCA, change mgt, downtime mgt, ) Support services, processes, engagement model 2015 SAP SE or an SAP affiliate company. All rights reserved. 6

7 How do hybrid solutions impact your CCOE? Information Management Strong integration of IT unit into the company higher acceptance new requirements with hybrid solutions in your Customer COE New communication needs as Line of Business Decision makers are directly involved Information about existing company IT strategy / guidelines / best practices Cloud offerings / guidance for hybrid use cases Active design part in Line of Business demand fulfillment Expectation Management Information Management Contract & License Mgmt. Innovation/ Influence SAP Development Support Operations Contract & License Management License Management Single source of truth Analyse current situation and define strategy for future calculation model for hybrid use cases New SAAS offerings are subscription, no licenses Internal calculation schemas for Customer COE efforts New company internal pricing models, especially for Backend usage Alignment of all SAP related contract activities with new Cloud offerings in hybrid use cases Integration of Premium Support offerings 2015 SAP SE or an SAP affiliate company. All rights reserved. 7

8 How do hybrid solutions impact your CCOE? Importance to engage also in cloud relevant customer communities Innovation / Influence SAP Development Scope and priority stays Participation in major SAP programs and customer communities as Customer Connection or Customer Engagement Initiative to get in touch with SAP Development Single source of truth for IT today and IT tomorrow to best support company s vision First-hand experiences sharing in discussions with peers in CCOE events and forums Enhance the scope with LOB focus into the cloud relevant communities Information Management Contract & License Mgmt. Innovation/ Influence SAP Development Support Operations 2015 SAP SE or an SAP affiliate company. All rights reserved. 8

9 How do hybrid solutions impact your CCOE? Support Operations Review of existing support processes Authorization profiles Cloud / OnPremise Sensitive data access in Cloud Admin users / limited number of users Incident Management for different Cloud solutions OneSupport not finalized for all SAP Cloud solutions Central Governance of Corporate standards Security Standards / Access guidelines / E2E solution design / Open Infrastructure Definition of new roles Security / Standards / Support / Enhancement of existing role profiles New definition of mission critical support processes Cloud usage in business critical processes LOB / IT agreement on criticality / visibility / SLAs / Maintenance 2015 SAP SE or an SAP affiliate company. All rights reserved. 9

10 How do hybrid solutions impact your CCOE? Support Operations Test Management / Release Management Cloud Release Management (4 times a year / patching) Integration Testing / interface testing (information / criticality) Planning of OnPremise Release cycles (stability vs. innovation9 Test Management organization (standardisation, automation) SAP Solution Manager Monitoring / E2E Monitoring / RCA Definition of toolbox Use Cases / areas of responsibility Governance of Support Consistency of Corporate Standards checked / reviewed / achieved Architectural Guidance / Organizational Change Integration into existing solution landscape 2015 SAP SE or an SAP affiliate company. All rights reserved. 10

11 Customer COE Functions Tomorrow Information Management Strong integration of IT unit into the company higher acceptance new requirements with hybrid solutions in your Customer COE Innovation / Influence SAP Development Scope and priority stays Participation in major SAP programs and customer communities as Customer Connection or Customer Engagement Initiative to get in touch with SAP Development Single source of truth for IT today and IT tomorrow to best support company s vision First-hand experiences sharing in discussions with peers in CCOE events and forums Information Management Contract & License Mgmt. Innovation/ Influence SAP Development Support Operations Contract & License Management License Management Single source of truth Analyse current situation and define strategy for future calculation model for hybrid use cases Support Operations Seamless support for hybrid solutions World Class Operations with enhanced responsibilities needs review of support processes 2015 SAP SE or an SAP affiliate company. All rights reserved. 11

12 Agenda Customer COE Basic Functions How is the role of Customer COE changing? Hybrid Solutions 2015 SAP SE or an SAP affiliate company. All rights reserved. 12

13 ONE Support: Simplification and Harmonization Business Suite On Premise Business Suite SAP HANA Enterprise Cloud Public Cloud ONE Support provides a simple, integrated and comprehensive support process One consistent delivery of support services for all customers Mission Control Center ONE Support- Portal One standardized support infrastructure for comprehensive mission critical support ONE Support- Infrastructure Personalized Launchpad One harmonized approach for integrated lifecycle management and supportability 2015 SAP SE or an SAP affiliate company. All rights reserved. 13

14 Expanding the value of all aspects of support and maintenance The SAP ONE Support program will harmonize all aspects of SAP support and maintenance Portfolio Processes Support for IT Enablement One WebAccess One Support Portfolio One Support Delivery One End-to-End (E2E) Supportability and Lifecycle Management 2015 SAP SE or an SAP affiliate company. All rights reserved. 14

15 Seamless integrated support experience ONE Support Portal: support.sap.com Cloud in SAP Support Portal harmonized portal experience First: SuccessFactors integration (March ongoing) Later in 2015: Ariba, Fieldglass, ConCur Personalized Launchpad for simplified interaction 2015 SAP SE or an SAP affiliate company. All rights reserved. 15

16 Resolving incidents and escalations in one harmonized approach Aligned and integrated incident management Harmonized end-to-end escalation procedures Holistic experience across your entire landscape All interactions dispatched and routed internally Incidents Escalations For cloud, on-premise, and hybrid landscapes All communication channels, processes, and reporting mechanisms are aligned to address your mission critical situations Deployment support for cloud and on-premise integration SAP Mission Control Center 2015 SAP SE or an SAP affiliate company. All rights reserved. 16

17 Operations for SAP centric hybrid scenarios What is available? SAP Solution Manager 7.1 SP12 / SP13 Automated Setup for all SAP based Cloud Services Customer SAP Cloud -to-Event Converter and Remote SFTP Server Access for all SAP-based cloud services Central Exception Store SAP ByD SAP CfTE SAP C4C Integration Monitoring & Exception Management for SAP HCM, SuccessFactors, SAP Cloud for Customers, SAP HCI and Dell Boomi Message Flow Monitoring for SAP Process Integration and Ariba based scenarios End User Experience Monitoring for all UI centric SAP Cloud products as SuccessFactors and Ariba 2015 SAP SE or an SAP affiliate company. All rights reserved. 17

18 SAP MCC SAP Staff Customer ICC / OCC ONE Support collaboration for premium support engagements On Premise / Cloud Customer CIO SAP EA SAP CEE SAP (Focus)TQM * Cloud CSM ** Premium support engagement Premium support engagement Preferred Care Contract SAP MCC Engineers, Developers, etc. ONE Support ensures an integrated delivery and engagement model! *) SAP Technical Quality Manager **) Customer Success Manager 2015 SAP SE or an SAP affiliate company. All rights reserved. 18

19 SAP AGS MaxAttention Hybrid Services SuccessFactors EVALUATE EXECUTE ADOPT 1 Discover 2 Consider 3 Select 4 Onboard 5 Implement 6 Launch 7 Utilize 8 Optimize 9 Renew Cloud Roadmap Workshop Integration Architecture Service Technical Feasibility Check Technical Integration Check SSO Service Check SFSF Go-Live Check Cutover / Go-Live Support Operational Automation and Optimization (End-user Experience Monitoring, et. al.) 2015 SAP SE or an SAP affiliate company. All rights reserved. 19

20 Fragen? Contact information: Michael Zöller GSS - Global Enterprise Support & Premium Engagements m.zoeller@sap.com 2015 SAP SE or an SAP affiliate company. All rights reserved.