PSEG increases IT operational efficiency with RUN SAP Like a Factory and SAP Solution Manager

PSEG increases IT operational efficiency with RUN SAP Like a Factory and SAP Solution Manager James Earp, PSEG IT Sr. Consultant Andrea Maspero, SAP AGSA, Director Integrated Operations

Run SAP Like Factory program definition Run SAP Like Factory is the SAP approach to help customers to implement and continuously improve the operations of an IT Business Solution. The objective is to operate with minimal costs and effort. This should be achieved by simplification and automation of operation procedures or optimization of the system landscape and implemented business processes. Run SAP Like Factory provides methodology, content, and tools combined with premium service and trainings. 2012 SAP AG. All rights reserved. 2

PSEG Operational Excellence Drivers System disruptions are having increased business impact Economic conditions are mandating: Enterprise process improvements Run cost optimization and reductions SAP next generation solutions are significantly adding to system complexity and reliability System availability and reliability are table stakes 2012 SAP AG. All rights reserved. 3 Page 3

Strategy on a Page: Run SAP like a Factory Goal Establish and maintain stable technical and business process operations while continuously optimizing maintenance and improving processes IT Strategies Application Operation Business Process Monitoring Application Lifecycle Management Operations Control Center System Monitoring Utility: Payments Process Change Request Management Quality Managers Alerting Billing Run Incident management Advanced CCoE Critical Initiatives Work Modes.. Job Scheduling.... System Activity Decrease Time until Alert Notification Decrease effort to manage changes Reduce manual effort Value Metrics Solution Availability Error prediction / RCA Reduce Incidents w/o Notification Increase Availability of Business Transactions Meet Aging tickets targets Increase RCA speed Increase proactive visibility of problems Performance Improve business efficiency & continuity 2012 SAP AG. All rights reserved. 4

With no action, you get Unpredictable Performance Application server and database component instability. Late detection of technical errors Poor Business Process Operations Late detection and correction of exceptions impact the business process flow Inconsistent or missing master data adversely impacts the business processes Instability and Poor Performance Extensive Planned Downtime Increase in downtime due to complexity and deferral of maintenance Significant effort to maintain Custom code Poor Process and Design Inefficient performance leads to high user dissatisfaction Contributes to backlogs in business process flow that adversely impacts business process operations 2012 SAP AG. All rights reserved. 5

The key is Stable and Efficient Operations with RUN SAP Like a Factory Stable Application Operations Technical / System monitoring Exception management Efficient Business Process Operations Process monitoring & exception management Job management Data consistency Stability and Predictability Optimize Maintenance of the Solution & Security Software maintenance & upgrade with minimum downtime Custom Code Management Continuous Improvements Improve technical performance of systems and processes Business Process Improvements 2012 SAP AG. All rights reserved. 6

What we did First and foremost we studied and learned the RUN SAP methodology Assessed our processes and performance Developed a strategy and roadmap Started executing our plan Targeted improvements Trained resources within our partner Ecosystem Rolled in process changes and improvements It s not a one time thing, it s a transformational journey, and it never stops 2012 SAP AG. All rights reserved. 7 Page 7

Continuous improvement of IT efficiency by establishing the Operations Control Center (OCC) Business and System Monitoring, End-User Experience Monitoring Define Define small number of KPIs with Process Owners Control result and sustainability of measures SAP ChaRM Control OCC Measure Measure KPIs and review data with process owners and key users Implement measures with process owner, OI work stream and key users Implement Analyze Root Cause Analysis & Diagnostics The process is centered around our SAP Integration, Management and Oversight (IMO) Team 2012 SAP AG. All rights reserved. 8

Quality Managers approach to rollout Live Benefit QM Business Continuity Plan...SolMan Technical Operations Build Plan IT Perf. Moni Build Run Technical Monitoring, EEM Empower Build Improve Business Process Operations BPM P Bld Run QM Business Process Improvement Business Process Operations Plan Bld R BPM, DVM Cockpit, IT BI Analytics QM Integration Validation BPO B R Test Mgmt P B R Data Integrity Cockpit Projects Safeguarding Design Build Test Deploy Change Management 7.0 Change Management 7.1 Plan Build Run Plan Build Run QM Protection of Investment Custom Code & Mods Management Plan Bld History History Run built built SPS CDMC Run Release Management D B T D Design Build Test Deploy Q3 10 Oct 10 Feb 11 June 11 Oct 11 Feb 12 June 12 Oct 12 Feb 13 2012 SAP AG. All rights reserved. 9

Run SAP Like a Factory capabilities at PSEG At PSEG, SAP enabled the RSLF capabilities in order to generate more visibility across the system landscape reducing the time spent generating manual reports from hours to instant up to date reporting and monitoring such as: System Monitoring Interactive Reporting JSM Health Check End User Experience Monitoring Business Process Monitoring 2012 SAP AG. All rights reserved. 10

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 Connection Monitoring Active Monitoring of RFC and HTTP connections between SAP Systems Integration of all scenarios in End-Endto-End Monitoring and Alerting Infrastructure 2012 SAP AG. All rights reserved. 11

Technical Analytics Capabilities in Detail Document based Early Watch Alert (EWA) Predefined content for document based reports Technical Reporting Management Reporting 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 2012 SAP AG. All rights reserved. 12

Interactive Reporting PSEG is getting real time monitoring of current compliance of agreed service levels. Get an aggregated Overview of System, DBMS and Host behavior over time. 2012 SAP AG. All rights reserved. 14

End User Experience Monitoring EEM is helping PSEG to monitor the Call Center using the tool for performance compliance. Clear view of key process such as: - Billing Summary - Search Premise - Verify Premise - Search Contract Account - Partner Overview - Invoice to SN - Account Balance Details 2012 SAP AG. All rights reserved. 15

Overview Business Process Operation Keep Mission Critical Business Processes Running! Business Process Performance Optimize business process flow and throughput Business Process Operation Job Scheduling Management Automate business process while considering time and HW restrictions Archiving Backup Transports MRP Run 1000 MRP Run 2000 MRP Run 3000 Billing Run Reorganization Data Consistency Management Proactively avoid or detect harmful data inconsistencies Business Process & Interface Monitoring Proactively ensure reliable business process flow and throughput 2012 SAP AG. All rights reserved. 16

JSM Health Check With the Health Check PSEG can optimize the background workload analyzing the jobs distribution across the landscape. Using the Distribution by user as a compliance report to analyze top schedulers. 2012 SAP AG. All rights reserved. 18

What s on the horizon Project Development process improvements Process Management Role Enhancements Operations Intelligence and Analytics improvements Integrating the Business Owners into the process Operationalize continuous improvement process and philosophy Continuous improvement is our focus 2012 SAP AG. All rights reserved. 19 Page 19

Run SAP Like A Factory Integrated Operations Operations Control Center (OCC) Business Process Operations Central Monitors Continuous Optimization Process Analyze Optimize Change Change Management Application Operations Incident Management 2012 SAP AG. All rights reserved. 20

We are seeing results with RUN SAP Like a Factory! Better system performance Improved availability and stability Increased quality What are you doing? Are you ready for the future? 2012 SAP AG. All rights reserved. 21 Page 21

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