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SAP Services Run SAP Methodology: how to IMPleMent end-to-end SolutIon oPeRAtIonS
SAP Services
Run SAP Methodology:
how to IMPleMent end-to-end
SolutIon oPeRAtIonS

Content

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Executive Summary

5

Why You Need a Methodology for End-to-End Solution Operations

6

Objectives and Key Deliverables

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SAP Standards for Solution Operations

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Road Map to Implement End-to-End Solution Operations

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Assessment and Scoping

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Design of Operations

14

Setup of Operations

14

Handover into Production

14

Operations and Optimization

15

Training and Certification

15

E2E040 Run SAP – End-to-End Solution Operations (Two-Day Course)

15

E2E050 E2E Solution Scope and Documentation (E-Learning Course)

15

E2E100 E2E Root Cause Analysis (Five-Day Course)

16

E2E200 E2E Change Control Management (Five-Day Course)

16

E2E300 E2E Solution Support – Integration and Automation (Five-Day Course)

16

E2E400 E2E Technical Upgrade Management (Two-Day Course)

17

SAP Solution Manager

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Support Services

exeCutIve SuMMARy

The foundation for business process availability is laid in the technical imple- mentation of the solution that supports the business process and that solution’s end-to-end operation.

Business process availability, however,

is not merely a function of the underlying

technology and the application. Avail- ability hinges on how that technology is first implemented and then supported, day in and day out. Functional and tech- nical project teams must work in con- cert – not in a vacuum and certainly not at odds with one another – and so must in-house technical teams and outside consultants, including those from SAP.

The Run SAP methodology provides

a proven methodology to enable you

to optimize the implementation and on- going management of end-to-end solu- tion operations. The focus is on appli- cation management, business process operations, and administration of the SAP NetWeaver® technology platform.

In many implementation projects, the technical and functional parts of the implementation operate as two sepa- rate projects. The two parts of a typical implementation and operations project are nearly equal in terms of complexity, effort, and resources. However, the functional and technical implementation teams have different target groups: the functional departments and the support organization, respectively.

In many cases, the functional and tech- nical implementations are delivered by different professional service organiza- tions and by separate project teams operating with separate budgets. And most organizations do not have a formal plan in place to guide the handover from the implementation team to the support organization.

SAP has a vested interest in ensuring that every support organization can successfully run the business systems that support the business processes. With Run SAP, the SAP® Active Global Support organization has taken steps to define a clear, shared methodology for the ongoing management of the end-to-end solution.

why you need A Methodology FoR end-to-end SolutIon oPeRAtIonS

The complexity of solutions that you implement requires a comprehensive solution management concept. Busi- ness processes extend not only across different systems and components in- side the same organization but also across different organizations. For this reason, integration of business pro- cesses as well as of software and sys- tem components becomes more rele- vant in the implementation of the new solutions.

In the support of today’s solutions, many organizations play an important role: functional implementation part- ners, hardware partners, third-party software providers, outsourcing part- ners, and so on. In many cases, the team in charge of the implementation is not the same as the team responsible for the operations and support of the solution.

You need not only to successfully im- plement SAP® solutions but also to manage the operation of the business processes after going live with the software. Therefore, you need the SAP standards for solution operations to run SAP solutions, as well as the method- ology for the implementation of those solutions.

the method- ology for the implementation of those solutions. You need not only to successfully implement

You need not only to successfully implement SAP solutions but also to manage the operation of the business processes after going live with the software.

objeCtIveS And Key delIveRAbleS

Run SAP provides a methodology for

the implementation of end-to-end solu- tion operations. This methodology includes:

The SAP standards for solution operations

The road map of Run SAP to imple- ment end-to-end solution operations

A training and certification program

Tools, including the SAP Solution Manager application management solution

Support services

Figure 1 shows in summary the scope and the deliverables of the Run SAP methodology.

the scope and the deliverables of the Run SAP methodology. SAP® Standards for Solution Operations Includes

SAP® Standards for Solution Operations

Includes IT standards and tools to run SAP® software

RUN SAP

Road Map and Best-Practices Documents

Accelerates the implementation of end-to-end solution operations

Training and Certification

Provides up-to-date skills for the ecosystem and latest application technology

Services Engages the SAP Services organization to implement end-to-end solution operations

SAP Solution Manager Provides all tools for end-to-end solution operations

Figure 1: Best Practices, Content, Services, Training, and Tools

SAP StAndARdS FoR SolutIon oPeRAtIonS

Companies expect high availability and continuity of their solutions, flexibility to quickly implement changes, and low total cost of ownership (TCO). Additionally, they need to be able to manage out- tasking and outsourcing relationships across different time and geographical zones as well as control and monitor service-level agreements. To achieve this, IT governance is key. Companies need an IT strategy that focuses on the management of complexity, risks, and costs as well as skills and resources. Standardized procedures that leverage the experience of the organization and the software supplier are a key prereq- uisite for the optimization of application management.

With the SAP standards for solution operations, you gain defined standards for important operations processes within a company’s business and IT units. These key standards and prac- tices address the needs of business process experts – the stakeholders responsible for the design and execu- tion of business processes – and of IT departments charged with ensuring that the services provided by the SAP solutions are available for business users.

Each standard contains best-practice procedures on how to run the individual tasks, explanations on which tools from SAP Solution Manager should be used, and available training and services that support the adoption of the standard.

End-User Support

Incident management

Change Management

• Change request

management

• Change control

management

• Test management

Solution Transition to Enterprise Service-Oriented Architecture

• Readiness for enterprise service-oriented

architecture

• Release and upgrade

management

Application Management

• Minimum documentation

• Root cause analysis

• Remote supportability

Custom Development Management

Business Process Operations

• Business process and interface monitoring

• Data volume management

• Job scheduling management

• Transactional consistency

• Data integrity management

• Exception handling

Technical Operations

Custom code maintenance

• System administration

• System monitoring

IT Infrastructure Management

Figure 2: SAP® Standards for Solution Operations

Change management enables the planning and management of changes, minimizing the risk through the use of standard processes for each of the changes.

RoAd MAP to IMPleMent end-to-end SolutIon oPeRAtIonS

The implementation of operations is a project that runs in parallel with the functional and technical implementation projects. In some cases, the implemen- tation of operations is conducted by an organization different from the one con- ducting the functional implementation project; for example, the implementa- tion of operations may be conducted by outsourcing companies or another department of your company.

In the implementation of operations, several parties may be involved: the company, system integrators, the sup- port organization, outsourcing partners, and hardware partners. For this reason, you need to coordinate all the activities to implement the operations as a project or several projects.

Assessment

Design of

Setup of

Handover

Operations and

and Scoping

Operations

Operations

into

Production

Optimization

Operational

End-user

End-user

Knowledge

End-user

 

requirements

support concept

support setup

transfer

support

analysis

training and

certification

Scope

Change

Change

Final testing

Change

definition

management

management

and sign-off

management

concept

implementation

Technical

Application

Application

Transition

Application

requirements

management

management

into production

management

and architecture

concept

implementation

Project

Business

Business

Handover

Business

setup

process

process

process

operations

operations

operations

concept

implementation

Governance

Custom

Custom

 

Custom

model for

development

development

development

operations

management

management

management

concept

implementation

Solution

Technical

Technical

Technical

transition to

operations

operations

operations

enterprise

concept

implementation

service-oriented

   

architecture

IT infrastructure

IT infrastructure

IT infrastructure

 

management

management

management

 
 

concept

implementation

 

Figure 3: Project Life-Cycle View of End-to-End Solution Operations

The road map for Run SAP guides you through defining the scope of the oper- ations to be implemented, preparing a detailed plan, doing the setup, and run- ning your SAP solution. Moreover, it helps you find the right strategy and tools to implement your end-to-end solution operations.

The road map provides not only what needs to be implemented but also information about how it needs to be implemented, in the form of implemen- tation methodology documents and best-practices documents.

The implementation methodology docu- ments describe how support is imple- mented across the life cycle.

The best-practices documents describe in more detail how to implement the end-to-end solution operations for different SAP solutions. The best practices described are based on the experiences of thousands of companies.

The road map is available as part of Run SAP in SAP Solution Manager as well as in the SAP Service Marketplace extranet.

Run SAP provides detailed assistance through every phase, as described in Figure 3:

Assessment and scoping

Design of operations

Setup of operations

Handover into production

Operations and optimization

Assessment and Scoping This phase is preparation for the imple- mentation of the operations. The

Assessment and Scoping

This phase is preparation for the imple- mentation of the operations. The objec- tive is to make an assessment of the business and technical requirements for operations in order to define what aspects of the operations need to be implemented, enhanced, or adjusted.

In most cases, companies already have an existing support organization and operations, but they need to integrate new parts of the solution or a new so- lution into the existing operations. In some other cases, companies need to start from the beginning.

Since SAP provides a set of standards and tools to run operations, your orga- nization needs to identify the gaps in the solution operations to ensure high availability of business processes and systems.

The output of this phase is the defini- tion of the kind of support processes that will be implemented and the techni- cal infrastructure required to do this.

Operational Requirements Analysis The first steps in this phase are to un- derstand the business requirements for operations and to guarantee the opera- bility of the solution. Operability is the ability to maintain IT systems in a func- tioning and operating condition, guaran- teeing system availability and required performance levels to support the exe- cution of the enterprise’s business operations.

For example, mission-critical solutions require 24x7 availability, which has im- plications for the way you need to mon- itor and maintain the application and the systems.

Scope Definition Once the operational requirements are clear, you need to define what part of the operations you need to implement, enhance, or optimize in order to meet the business requirements. To define the scope, you can use the SAP stan- dards for solution operations discussed above to identify the gap. You also need to identify the following:

The skills required to manage the solution

The way in which the support orga- nization needs to be empowered

Tools and processes required

Functions to be implemented using SAP Solution Manager

During the scope definition, you also need to identify which SAP compo- nents, support for business processes, and interfaces are being implemented and need to be considered for operations.

Finally, you must decide what kinds of support you will implement as part of Run SAP.

Technical Requirements and Architecture To implement operations, you need a technical infrastructure. This technical infrastructure includes tools to support the different support and operations processes, such as end-user support, monitoring, change management, and so on. In this phase, you need to deter- mine how the technical infrastructure

For the setup of operations, the road map for Run SAP provides detailed information, including

For the setup of operations, the road map for Run SAP provides detailed information, including accelerators and best-practices documents for ways to do the implementation.

needs to be implemented (for example, global versus local infrastructure). SAP Solution Manager serves as the appli- cation management infrastructure for operations. On the basis of the defined scope, you need to determine the ar- chitecture, the structure, and the sizing required for SAP Solution Manager, considering which kinds of support will be implemented or enhanced.

Project Setup Normally, the implementation of the operations occurs in parallel with an implementation, upgrade, or enhance- ment project. As a result of the scoping and assessment sessions, you define which parts of the operations need to be implemented and which projects

need to be set up. During the project setup, you plan the projects and the next steps following the Run SAP methodology.

You need to consider implementing end-to-end solution operations as an implementation project.

Governance Model for Operations The governance model describes the mission of the IT operation. You de- scribe the mission by defining the orga- nization, the standards, and the pro- cesses (that is, the who, what, and how) on the basis of the fundamentals of the corporate strategy and policies (that is, the why).

The first step to efficient operations of end-to-end solutions is to ensure the specialization of organizations. Dedicat- ed stakeholders are responsible for dif- ferent objectives. You can arrange the stakeholders into different organiza- tions that can be grouped largely into two key organizational areas: business unit and IT. While the names of the organizations may differ from company

to company, their function is roughly

the same. They run their activities in accordance with the corporate strate- gy, the corporate policies (for example, corporate governance, compliance, and security), and the goals of their organizations.

Solution Transition to Enterprise Service-Oriented Architecture

A clear IT strategy is a key success

factor for effective operation of busi- ness processes and systems. For the support organization, it is important to understand the IT strategy to determine the impact on the operations and how the operations need to be adjusted or enhanced to be able to support the strategy. The solution transition to en- terprise service-oriented architecture (enterprise SOA) includes topics such as readiness for enterprise SOA, up- grade strategy and planning, capacity management, and so on.

Supporting and operating enterprise SOA means higher responsibilities. This is especially true for the IT depart- ments that must ensure that the under- lying technology guarantees the reliabil- ity, availability, data consistency, and agreed performance of services that are part of the business processes.

The goal of the solution transition to enterprise SOA is to support your IT organization on its way to enterprise SOA and in running an existing enter- prise SOA. This includes not only the technical but also the organizational readiness.

Design of Operations

The purpose of this phase is to design the operations on the basis of the re- sults of the assessment and scoping phase. Basically, you need to create a business blueprint of your operations processes or define what you need to do to enhance or modify existing procedures.

In this phase, you define the opera- tions. This includes the following information:

How the processes are going to work

Which tools are required to imple- ment the support for the processes

How to train your support organization

Which services are required from SAP

Figure 2 lists the standards, and the fol- lowing sections explain the key areas to take into account.

End-User Support Concept The support for end users after the go- live stage is a critical success factor for the acceptance of the solution as well as for the normal flow of the business processes.

One of the most critical operations pro- cesses is incident management. Inci-

dents in operations of mission-critical applications can cause severe business loss if they are not properly managed, their root cause identified, and correc- tive action taken. The incident manage- ment standard defines the process and tools required to manage the collabora- tion between the involved parties to re- solve incidents in time.

Normally, companies already have an existing incident management process and the corresponding tools. However, when a new solution goes live, you need to ensure that the existing proce- dures can handle the new solution and can meet the service-level agreement with the users of the solution.

The support desk functionality in SAP Solution Manager enables your organization to implement incident management.

Change Management Concept Change management enables the planning and management of changes, minimizing the risk through the use of standard processes for each of the changes. A proven change manage- ment concept is a key success factor for ensuring the stability of business processes and systems.

Change management includes:

Change request management The goal of the change request man- agement standard is to efficiently and punctually implement changes to SAP applications with minimal risks, using standardized methods and pro- cedures to ensure the stability of the systems and processes.

Change control management Change control management is the process to enable the deployment and the analysis of changes that need to be addressed in order to ensure that changes are executed without disruption of the ongoing business. The standard covers two major areas of change control:

change deployment and change diagnostics. Test management The goal of testing is to ensure the normal flow of the processes. The test management standard includes not only functional testing but also integration and volume testing.

SAP Solution Manager provides tools to support change management.

SAP Active Global Support provides services across the Run SAP methodology implementation cycle to support you in implementing operations and providing knowledge transfer to your support organization.

Application Management Concept The goal of this concept is to provide the assistance required to analyze and solve incidents and problems. Applica- tion management includes several tasks, from solution landscape plan- ning, to implementation, to handling and execution of changes coming from business units, to documentation of standards, to assurance of remote sup- portability. The key interface between business and IT is the application man- agement organization.

The application management concept defines how the support organization will handle the following topics:

Minimum documentation This includes the documentation of the system landscape, business pro- cesses, and interfaces. This is a key success factor for problem resolution since this information needs to be ac- curate to speed the problem resolu- tion process and ensure change man- agement and know-how transfer to the organization. Root cause analysis Clear procedures and relevant tools are key success factors for enabling you to analyze the cause of prob- lems. SAP Solution Manager pro- vides the required tools to conduct root cause analysis for code from both the ABAP™ programming lan- guage and Java.

Remote supportability To be able to receive fast, safe, and remote support to analyze problems, companies need to have SAP Solu- tion Manager to connect to the SAP network and get remote support.

Business Process Operations Concept To ensure availability of business pro- cesses, you need a comprehensive concept to manage business process- es end-to-end. The business process operations concept includes the topics covered in the following sections.

Business Process and Interface Monitoring and Exception Handling To increase availability of business pro- cesses, you need to define a concept to monitor the core business process- es and define error-handling procedures to be able to react to critical situations. In the design of operations phase, you need to identify the critical business processes and exception situations and the ways to handle those exceptions. This includes identifying the correspond- ing tools for the processes. For exam- ple, SAP Solution Manager offers the functionality to monitor your business processes.

The standard of business process and interface monitoring and that of excep- tion handling describe a model for the management of mission-critical busi-

ness processes. Business process and interface monitoring describes best practices for monitoring and supervi- sion of the mission-critical business processes, including critical interfaces. Exception handling explains how to de- fine processes and procedures to man- age exceptions and error situations during daily business operations. Possi- ble results are smoother business exe- cution and an optimized total cost of operations.

Data Volume Management Because of the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data vol- umes are growing and growing. This has an impact not only on performance but also on your overall operations. Therefore, you need to define a con- cept of how to manage data growth by avoiding data creation, archiving data, and deleting data. The data volume management standard helps increase the availability of your solution because administration tasks such as software upgrades, database reorganization, data backups, or data recovery can be done in less time. In addition, you can reduce the time needed for managing disk space and benefit from more effi- cient use of resources such as hard drives, memory, and CPU.

Job Scheduling Management Job scheduling management deter- mines in what sequence you have to execute different activities (online and background), while considering existing limitations and avoiding bottlenecks, to meet given processing deadlines. There are two main reasons for scheduling

restrictions: time and hardware re- sources (CPU, main memory, network capacity, and so on). Additional

restrictions: time and hardware re- sources (CPU, main memory, network capacity, and so on). Additional restric- tions may exist as a result of depend- encies between different activities with- in the same system or even across system borders.

Job scheduling management includes the definition of roles and responsibili- ties as well as procedures for planning, controlling or scheduling, and monitor- ing of all system-related and business process–related operational activities for a system landscape. All these activi- ties should be performed centrally and are defined as follows:

Planning is the process of collecting information on which background jobs have to be run and then deciding which job should be run at what time.

During scheduling, you enter the job data into the system landscape.

Monitoring ensures that the back- ground jobs are running correctly – for example, at the dedicated time – and do not cancel or produce errors.

Job scheduling addresses issues of time constraints and resource limita- tions. In a productive solution land- scape, you need to execute online and background activities as well as mainte- nance and administration tasks. Job scheduling leads to reduced costs, less people resources, better resource us- age, and better timing through automa- tion. With load balancing, the resource usage can be optimized.

Transactional Consistency and Data Integrity Management Data inconsistencies can lead to im- mense costs. In addition, business pro- cesses that are supported by inconsis- tent data can lead to downtime of your solution until the root cause is identi- fied and data is corrected. By prevent- ing and detecting data inconsistencies as early as possible and utilizing de- fined error-handling procedures, your daily business operations can be pro- tected. In the design of operations phase, you need to identify the areas for potential inconsistencies, define

monitoring procedures, and eventually create corrective tools to solve incon- sistencies. This requires profound knowledge of the application as well as the involved interfaces.

Custom Development Management Concept Custom code comprises the compo- nents that have been developed to complement the standard application portfolio in order to achieve a particular functionality not delivered within the ap- plication standard. Custom code can be an application developed on top of SAP software or an application devel- oped next to the software and interfac- ing with the rest of the application land- scape. It is not enough to develop the custom code; you need to have a con- cept of how to maintain new code, how to deploy the code, how to monitor the processes, and how to manage excep- tion situations. These concepts need to be part of the code design in the de- sign of operations phase, with the stan- dards defined in this phase and then implemented and optimized during the operations and optimization phase.

Technical Operations Concept To run your SAP software, you need to define a concept for technical opera- tions that includes system administra- tion and system monitoring. Your con- cept depends on the SAP components being implemented. In the design of op- erations phase, you need to define the underlying technology to monitor your landscape and SAP software and learn how to operate the solution.

SAP Solution Manager serves as a central application management

solution. With SAP Solution Manager, you can combine technical information – such as key performance indicators and performance information – with business process–related information. It supports the whole solution life cycle, from the implementation to the opera- tion of SAP and non-SAP software.

IT Infrastructure Management Concept Run SAP focuses on managing the business processes and the SAP software components. In addition, your company needs to manage the underly- ing infrastructure to run SAP applica-

tions. This includes the following areas:

Access management

Mainframe management

Server management and support

Network management

Storage and archiving

Directory services management

IT operations

Desktop support

Middleware management

Internet and Web management

To manage this infrastructure, SAP partners support the best practices and standards needed. Most support organizations use the information technology infrastructure library (ITIL) methodology to do this.

Setup of Operations

The purpose of this phase is to imple- ment end-to-end solution operations on the basis of the plan made during the previous phase. To help you do so, the road map for Run SAP provides more

detailed information, including accelera- tors and best-practices documents for ways to do the implementation.

The setup of operations follows the

same structure as that in the design of operations phase:

End-user support implementation

Change management implementation

Application management implementation

Business process operations implementation

Custom development management implementation

Technical operations implementation

IT infrastructure management implementation

In this phase, you can use the imple- mentation methodology documents as well as the best-practices docu- ments, which describe how to do the setup.

As a result of this phase, you will have an implemented and tested operations concept and will be ready to start operations.

Handover into Production

This phase describes the activities required to start the operations of the SAP solution. The objective is to en- sure that the support organization can manage the SAP solution and that all the processes and tools required are in place and have been tested. This is a “phase gate” to ensure that the opera- tions of the solution have been imple- mented and tested. In this phase, you

also check if and prove that the require- ments to run the application are met. These include service-level agree- ments, performance of the business processes and software, integration, and so on.

This phase includes the following topics in general:

Knowledge transfer training and certi- fication – end-to-end solution opera- tions trainings and certifications

Final testing and sign-off

Transition into production

Handover

Operations and Optimization

The primary goal of this phase is to en- sure the normal operations of the busi- ness processes and the solution land- scape in order to meet the business requirements. To do this, you need to establish procedures in advance to monitor the solution (business process- es and systems) and put in place a sup- port organization with the right skills and knowledge.

The secondary goal of this phase is to optimize and improve the solution and its operation in order to reduce TCO or avoid additional cost. In general, this phase consists of reactive and proac- tive activities. These activities include the daily operations of the solution af- ter implementing the solution.

tRAInIng And CeRtIFICAtIon

tRAInIng And CeRtIFICAtIon SAP offers several training courses or empowering workshops to facilitate knowledge transfer to

SAP offers several training courses or empowering workshops to facilitate knowledge transfer to your support organization. The training and certifica- tion of Run SAP provides companies, partners, and SAP consultants with the methodology to implement end-to-end solution operations as well as the SAP standards for solution operations. SAP offers the following training.

E2E040 Run SAP – End-to-End Solution Operations (Two-Day Course)

This training course provides technical and application consultants, as well as implementation and operation partners, with an overview of SAP standards for solution operations and the tools required to successfully support an SAP solution landscape. The focus of this training is on the Run SAP method- ology and the understanding of what needs to be done to implement solu-

tion operations in the different phases of the road map for Run SAP, whose standards and best-practices configura- tion settings are provided by SAP.

E2E050 E2E Solution Scope and Documentation (E-Learning Course)

The end-to-end (E2E) solution scope and documentation training is the foun- dation for the end-to-end courses 100 through 400. The course provides a general overview of how to plan and develop business scenarios and pro- cesses quickly and maintain them cost-effectively with the help of SAP Solution Manager. Based on SAP know-how, methods, best-practices documents, and tools, E2E solution scope and documentation training helps you ensure efficient management and implementation of all of your solutions.

E2E100 E2E Root Cause Analysis (Five-Day Course)

E2E root cause analysis training enables you to leverage root cause analysis standards and resolve problems in heterogeneous IT landscapes quickly and permanently. The end-to-end root cause analysis course provides you with best-in-class knowledge and skills to run the diagnostics functionality of SAP Solution Manager on the full breadth of solution operations. A higher level of availability of your IT solution leads to less work for your IT organization, with lower TCO for you.

E2E200 E2E Change Control Management (Five-Day Course) This course introduces you to change control concepts,

E2E200 E2E Change Control Management (Five-Day Course)

This course introduces you to change control concepts, which coordinate and optimize how changes are introduced into a software landscape. By ensuring that changes do not conflict with each other, and do not disrupt ongoing busi- ness, you ensure improved quality of the software landscape and higher availability of IT solutions. End-to-end change control management training provides you with the know-how to effi- ciently handle changes to solutions, which is vital to achieving operational excellence in your business and cutting TCO significantly.

E2E300 E2E Solution Support – Integration and Automation (Five-Day Course)

This course focuses on the areas of business process and interface moni- toring, job scheduling management, business process performance optimi- zation, data consistency management, and data volume management. These standards help you streamline planning and integration of business-critical processes in heterogeneous IT land- scapes. Aiding you with improved busi- ness processes, performance, and data consistency of your solutions and optimized use of hardware resources, E2E solution support integration and automation training helps your business contain costs.

E2E400 E2E Technical Upgrade Management (Two-Day Course)

E2E technical upgrade management training guides you through the upgrade project to manage challenges, such as project management, efficient testing, and minimization of downtimes; adapta- tion of applications and modifications; and knowledge transfer to end users. With the best-in-class knowledge that E2E technical upgrade management training provides, you will become competent in the skills required to successfully execute and manage technical upgrade projects that repre- sent mission-critical operations. By reducing the risk and cost of technical upgrades in the future, your business will benefit from continuous improve- ments to mission-critical enterprise solutions, ensuring a decisive market lead.

SAP SolutIon MAnAgeR

SAP Solution Manager is the applica- tion management solution that enables you to implement end-to-end solution operations. With SAP Solution Manag- er, you gain the support of several functions required to run operations, such as root cause analysis, change request management, business pro-

cess and system monitoring, service desk, and minimum documentation. Run SAP methodology is available with SAP Solution Manager. Run SAP describes how to implement solution operations using the functionality pro- vided in SAP Solution Manager.

Implementation of SAP® solutions

• SAP methods and tools

• Global rollout

• Customizing synchronization

• E-learning management

• Test management

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Delivery of SAP Services

offerings

• On-site/remote delivery

• Issue management

Upgrade of SAP solutions

• SAP methods and tools

• E-learning management

• Test management

Change request management

• Following of ITIL standards

• Maintenance processes

Solution monitoring

• System monitoring

• Business process

monitoring

• Central system

administration

• Solution reporting

• Service-level reporting

• SAP EarlyWatch® Alert

Service desk

Best-practices docu-

ments for messaging

Integration of third-party help desks

Root cause analysis

• Safe remote access

• Performance measurement

• Logs and dumps

• Traces

• Technical configuration

Figure 4: Support for the Application Life Cycle with SAP Solution Manager

SuPPoRt SeRvICeS

SuPPoRt SeRvICeS The SAP Active Global Support organi- zation supports the implementation of Run SAP with

The SAP Active Global Support organi- zation supports the implementation of Run SAP with offerings such as SAP MaxAttention™ support option, SAP Safeguarding services, and the SAP Enterprise Support services. The SAP Services organization provides servic- es and project support across the Run SAP methodology implementation cy- cle to assist you in implementing opera- tions and providing knowledge transfer to your support organization.

For further information about the Run SAP methodology, please visit us on the Web at www.service.sap.com/runsap.

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