SAP Solution Manager

Henny Claessens Maastricht University Hans van der Horst - hmb

Agenda

Unit 01: Overview currently realised scope at Maastricht University Unit 02: Status Q2 2011 Unit 03: Plans for the near future Unit 04: The next step: Application Lifecycle Management

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Unit 01 OVERVIEW CURRENTLY REALISED SCOPE AT MAASTRICHT UNIVERSITY

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Application Life Cycle Management

Maintenance Management Management of corrective software packages Business Process Operations Ensure business continuity Provide Business KPIs Business process benchmarking Technical Operations Central monitoring & alerting infrastructure Unique End-User Experience monitoring Central administration tools Upgrade Management Comprehensive project support for release transitions Solution Documentation Central documentation of processes, system landscape, custom code
Requirements Optimize Design

Template Management Standardize configuration across multiple projects

Operate

Solutio n Manage r
Deploy

Build &Test

Test Management Change impact analysis End-to-end test management

Application Incident Management Integrated service desk Involvement of partners in problem resolution Provide root-cause analysis for complex landscapes with diverse technology stacks

Change Control Management Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process

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Towards a Single Source of Truth

All Systems All business processes All training information All maintenance activities The entrire documentation

All service planning, deliver and follow-up information

All test information

Solution Manager
All customer developments

All change information All service level information All monitoring data

All incident and problem information

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The model
BI Reporting Solution Monitoring Business Process Monitoring Job Scheduling Management Diagnostics System Monitoring Central System Administration EWA / SLR 3rd Party Integration SLA Management Basis Service Desk Cutover Service Desk Change Management Implementation/ Upgrade
Custom Development Management Cockpit

In Scope: Realised In Scope: In progress In Scope: to be realised Not in scope

Templates Customization Synchronization Test Management

Retrofit

CTS+ Integratie Change Management

Solution

Project Standards

Functional Base Standards Business Process Mapping Populated Business Processes Solution Directory

Technical Base Solution Man. System Landscape System Landscape Directory Connections with Managed Systems Connect to SAP Maintenance Optimizer

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Status 2009

Solution Monitoring

Service Desk

CHARM

Business Process Monitoring Job Scheduling Management Diagnostics System Monitoring Central System Administration Early Watch Alert 3rd Party Integration SLA Management Basis Service Desk Cutover Retrofit Transport Integration Change Management

Implementation / Upgrade
Custom Development Management Cockpit

In Scope: Realised In Scope: In progress In Scope: to be realised Not in scope

Templates Customization Synchronization Test Management Solution Project Standards

Functional Base Standards Business Process Mapping Populated Business Processes Solution Directory

Technical Base Solution Manager System Landscape System Landscape Directory Connections with Managed Systems Connect to SAP Maintenance Optimizer

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Status 2011
BI Reporting Solution Monitoring Business Process Monitoring Job Scheduling Management Diagnostics System Monitoring Central System Administration EWA / SLR 3rd Party Integration SLA Management Basis Service Desk POC Charm* Cutover Service Desk Change Management Implementation/ Upgrade
Custom Development Management Cockpit

Templates Customization Synchronization Test Management

In Scope: Realised In Scope: In progress In Scope: to be realised Not in scope Startnote

Retrofit

CTS+ Integratie Change Management

Solution

Project Standards

Functional Base Standards Business Process Mapping Populated Business Processes Solution Directory

Technical Base Solution Man. System Landscape System Landscape Directory Connections with Managed Systems Connect to SAP Maintenance Optimizer

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Unit 02 STATUS Q2 2011

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Status SSM system landscape

SLP: brandnew installation (SP22) is PRD system autorisations and users projects migrated in use SLO: upgraded to SP22 is DEV system

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Deliverables: EWA Reporting Procedure

Deliverables:

EWA Reporting Procedure

De Early Watch report is discussed once per month with business process managers CSP BIP, XIP, UPP CRP SMP

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Deliverables: CSA manual

Deliverables:

CSA manual
In this deliverable the following points are detailed: Procedure how to customize System Administration and how to use it

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System monitoring / diagnostics

Deliverables:

Monitoring in SLP is more detailed as in SLO Monitoring is further detailed for technical operations Business process monitoring (First test SLO, then install in SLP) Carry over monitoring business processes to the Business. ongoing process

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Document UM applications in SAP Solution Manager

Applications
SLcM (MUSL project) SRM (including EH&S) PI and BI integration in other projects HR and FICO (Perfino) SIM (SAP Invoice Management) Finance CRM (Alumni) CRM Recruitment UM-OKE SAP Security (autorisations etc.) and Portal Non-SAP: IAM

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Long Term: Chain integration of Tooling and Processes

Business Blueprint

Test Requirements
1

Test Path & Scenarios

3

Ex
Realization

ple am
Go Live and Support

Solution Manager
Project Preparation Business Blueprint Business Requirements Final Preparation

2a

2b

HP Quality Center
Test Requirements Test Plan Test Composition Test Cases Test Sets Test Execution Defects

TAO
Inspect UI Scanner Test Data Best Practice Test Composition

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Attention point: Approach/Vision on Business Process Modelling (blueprinting) with ARIS

Scenario 1: Greenfield: with SAP Standard Processes as base from SSM BPR + process enrichment in ARIS
Business Business Process Process Repository Repository

SAP Solution Manager Functionality * Solution Documentation Assistant

SSM Project

ARIS

Scenario 2: Greenfield: Start from scratch in ARIS

ARIS SSM Project

SSM Solution

Scenario 3: Redocumentation existing SAP Solution with process enrichment in ARIS

Business Business Process Process Repository Repository

SoDocA*

SSM Project

SoDocA*

ARIS

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Attention point: Approach/Vision on Business Process Modelling (blueprinting) without ARIS

Scenario 1: Greenfield with SAP Standard Processes as base from SSM BPR
Business Business Process Process Repository Repository SAP Solution Manager Functionality * Solution Documentation Assistant

Scenario 2: Greenfield Start from scratch in SSM

SSM Project SSM Solution

Scenario 3: Redocumentation existing SAP Solution

Business Business Process Process Repository Repository

SoDocA*

SSM Project

SoDocA*

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Decide for what kind of Process modelling Scenario

Is it a new UM process? No Is the process already in Solution Directory? No

Yes Is relevant content available in BPR of SAP Solution Manager?

Yes

No

Yes

Greenfield Scenario1

Greenfield Scenario2

Redesign Scenario 3

Redoc Scenario 1

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Deliverables: Project Handbook

Deliverables:

Project Handbook
Document to support SAP project team: Overview of activities to be performed in SSM in order to be able to run a project. Document Project Standards and conventions

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POC ChaRM

POC ChaRM
POC executed with standard flow. Sandbox 3 system landscape. Demo for participants and stakeholders. Plan for next steps

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Technical and functional support functions SSM Example: Functional base and implementation
Test Management Business Process Mapping
SSM

SAP Projects
Project Leaders

Interfaces

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Technical and functional support functions SSM Example: ChaRM

Release Manager(s) STMS & CTS(+)
SSM

ICTS Interfaces

Support for Changes/Developments

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Unit 03 PLANS FOR THE NEAR FUTURE

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Next steps

CDMC: Custom Development Cockpit Implementation ChaRM Documentation from Projects to Solution Business Process Monitoring

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Unit 04 THE NEXT STEP: APPLICATION LIFECYCLE MANAGEMENT

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Is there a Sense of Urgency?

SAPs new product strategy SAP maintenance ERP for IT Change Process in order? Market change Older systems Reduce Complexity

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Sense of Urgency: SAPs new product strategy

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Sense of Urgency: ERP for IT

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Change Procedure established?

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Sense of urgency?
Old? / 4.6B / 4.6C / ECC?

ERP ERP Non-SAP

BW CRM

PI

SSM
Market / business change Reduce Complexity

SAP AGS

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Questions

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Appendix: ARIS & SAP Solution Manager at Maastricht University

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Agenda

1. Concept & reasons Maastricht University 2. Process modelling & Application Lifecycle Management with SAP 3. Experiences Maastricht University

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Academic environment
Albert

THINKERS

... DO-ERS
Larry

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Motto
IM FROM MISSOURI ...

... SHOW-ME
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Concept & reasons

System Landscape picture UM Primary process top priority Relation to Enterprise Support Solution Manager is pre-requisite for Enterprise Support
THE communication channel between customer and SAP in system

Embrace process approach, related to Student Lifecycle Management - SLcM, the primary process Believe that processes are base for Application Lifecycle Management ALM

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SAP System Landscape UM

Development-D
ERP 6.0
NW 7.0 NW 7.0 [CSO] [CSO]

Quality Ass-Q
ERP 6.0
NW 7.0 NW 7.0 [CST] [CST] NW 7.0 NW 7.0 [CSV] [CSV]

Production-P
NW 7.0 NW 7.0 [CSP] [CSP]

In Project
Redesign FICO/HCM
and

ERP 6.0 - Ehp4

ERP 6.0
NW 7.0 NW 7.0 [CSU] [CSU]

ERP 6.0

APPLICATION LIFECYCLE MANAGEMENT

SRM/EH&S/SIM
related:

CRM 7.0
NW 7.0 NW 7.0 [CRO] WAS 6.40 WAS 6.40 [SRO] [SRO] NW 7.0 NW 7.0 [BIO] [BIO]

CRM 7.0
NW 7.0 NW 7.0 [CRT] [CRT] WAS 6.40 WAS 6.40 [SRT] [SRT]

CRM 7.0
NW 7.0 NW 7.0 [CRP] [CRP]

SRM 4.0

SRM 4.0

Identity & Access Management Facility Management System

WAS 6.40 WAS [SRP] [SRP] NW 7.0 NW 7.0 [BIP] [BIP] NW 7.0 NW 7.0 [XIP]

SRM 4.0

BI 7.0

NW 7.0 NW 7.0 [BIT] [BIT]

BI 7.0

BI 7.0

Syllabus+

NW 7.0 NW 7.0 [XIO] [XIO]

PI 7.0

NW 7.0 NW 7.0 [XIT] [XIT]

PI 7.0

PI 7.0

SNP 7.0
NW 7.0 NW 7.0 [UPO + BPO] [UPO + BPO]

SNP 7.0
NW 7.0 NW 7.0 [UPT + BPT] [UPT BPT]

SNP 7.0
NW 7.0 NW 7.0 [UPP + BPP] [UPP + BPP]

Non SAP Non SAP Transaction system Transaction system NetWeaver NetWeaver Tools Tools October 2009

SSM 7.0
NW 7.0 NW 7.0 [SLO] [SLO] NW0 NW0 [DIP] [DIP]

SSM 7.0
NW 7.0 NW 7.0 [SLP] [SLP]

NWDI ..

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Enterprise support: rethinking

Comparison of spiderweb with current SAP-landscape Think in terms of Total Costs of Operations (TCO) Existential base for Enterprise Support
Proactive support instead of reactive support Specially of value when primary process is supported within SAP landscape
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Primary process: Student Lifecycle

1 Recruitment 10 Alumni

Application Toelating Admission

9 Graduate SchoolDe-registration Master/PhD 8 Graduation

2a

Inschrijving 2b Registration

Bachelor Language course Spanish

Exams/ Results 5 Progress

7 Re-registration 6

3 Specialization /Modules 4
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Advising

Agenda

1. Concept & reasons UM 2. Process modelling & Application Lifecycle Management with SAP 3. Experiences UM

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Business Process Management & SAP

Analyse & (re) design

Business to Model
Modelling Implementation

Model to Execute
Monitoring & control Automation

SSM

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Which tool where?

End user / Viewers Process owners / Projectteam

Business

ARIS

Solution Manager

IT

ECC

PI

SRM BW

CRM
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Application Life Cycle Management

Upgrade Management Comprehensive project support for release transitions Maintenance Management Management of corrective software packages Business Process Operations Ensure business continuity Provide Business KPIs Business process benchmarking Requirements Optimize Design Solution Documentation Central documentation of processes, system landscape, custom code

Template Management Standardize configuration across multiple projects

Technical Operations Central monitoring & alerting infrastructure Unique End-User Experience monitoring Central administration tools

Operate

Solution Manager

Build &Test

Test Management Change impact analysis End-to-end test management

Deploy Change Control Management Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process

Application Incident Management Integrated service desk Involvement of partners in problem resolution Provide root-cause analysis for complex landscapes with diverse technology stacks

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The Solution Manager house

BI Reporting

Solution Monitoring
Business Process Monitoring

Service Desk

Change Management

Implementatio n/ Upgrade
Custom Development Management Cockpit

Job Scheduling Management Diagnostics System Monitoring Central System Administration EWA / SLR 3rd Party Integration SLA Management Basis Service Desk Cutover Retrofit CTS+ Integration Change Management

Templates Customization Synchronizatio n Test Management Solution Project Standards

Functional Base Standards Business Process Mapping Populated Business Processes Technical Base Connection s with Managed Systems Solution Directory

Solution Man. System Landscape

System Landscape Directory

Connect to SAP

Maintenanc e Optimizer

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Where are the business processes?

BI Reporting Solution Monitoring Service Desk Change Management Implementation/ Upgrade
Custom Development Management Cockpit

Business Process
Job Scheduling Monitoring Management Diagnostics / EEM System Monitoring Central System Administration EWA / SLR 3rd Party Integration SLA Management Basis Service Desk Cutover

Templates Customization Synchronization

Retrofit CTS+ Integratie Change

Test Management

Solution

Management Populated Business Processes

Project Standards

Business
Standards

Functional Base

Process Mapping
Technical Base Connections with Managed Systems

Solution Directory

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Solution Man. System Landscape

System Landscape Directory

Connect to SAP

Maintenance Optimizer

Processes crossing multiple systems

CRM
Create Customer Order

SAP ERP
Create Order

WMS

Shipment

Picking

Goods Issue

Send Confirmation

Create Invoice

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46

How to fill my business process structure?

Manual Input Manual Input ARIS SAP Business Process Repository SAP Business Process Repository Aris SoDocA RBE Plus RBE Plus

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Synchronisation ARIS SSM

Use SAP content for ARIS Processmodelling: SAP Scenarios SAP Processes SAP Process Steps
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SAP Proces Step

Use standard SAP Processes

Business Process Repository Both ARIS and SAP Solution Manager Library of business processes

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Using the usage: SoDocA

ECC BW CRM

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Document the business processes

Business Process Structure

Niveau 1

Documentation organised in Tabs

Niveau 2 Niveau 3

Example: List of transactions for this process step

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Document the business processes

All Documentation All Customizing Objects All Customer Objects

All End User Transactions All Test Cases All Training Materials
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Describe interfaces as well

Organizational Units

Master Data

Business Scenario

Interface Scenario

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Business Process Monitoring

Strategic Monitoring

E2E Proces KPIs

SSM

Tactical Monitoring

Business Process Monitoring

SSM

Operational Monitoring

System monitoring

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Business Process Monitoring

Characteristics: Alert driven SAP & non-SAP Business processes &interfaces Systemwide Graphical Integration with systems to be monitored
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Functional monitoring objects standard

Alert Type
Sales Documents Percentage of open sales orders Percentage of incomplete sales documents Percentage of sales orders with delivery block Percentage of sales orders with billing block Percentage of sales orders with credit block Percentage of open orders via index table Percentage of orders with delivery block via index table Percentage of orders with billing block via index table Percentage of orders with credit block via index table

Selection Options
Document category, Sales document type, Sales organization, Distribution channel, Division, Sales group, Created by, Older than x days, Reference period, Data from previous day, Use creation date

Invoices # of sales invoices posted per day # of sales invoices line items posted per day # of invoices not posted to FI Percentage of sales invoices not posted to FI

Billing type, Billing category, Sales organization, Distribution channel, Division, Created by, Older than x days, Reference period, Data from previous day

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Monitoring environment: the Solution

processes systems

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It is about people and processes

People

Lessons Learned:
When implementing SAP Solution Manager functionality you are implementing new processes that are driven by people The primary focus should not be on the tooling Setup a sound governance structure for processes supported by SAP Solution Manager Think big , act small

Processes Tooling
Size indicates importance.
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Agenda

1. Concept & reasons UM 2. Process modelling & Application Lifecycle Management with SAP 3. Experiences UM

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Experiences so far - technical

Technique is pre-requisite However supposed to be easy, it is difficult enough in itself Implement BPM-tool (ARIS) Supporting tool implementation (SAP Solution Manager) Connection ARIS SAP Solution Manager for synchronisation Connect systems to SAP Solution Manager

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Experiences so far organisation - 1

Real challenge organisation around technique Short term versus long term thinking Discussion about topics like authorisations is time consuming Examples:

Let business people think in (end-to-end) processes Business process analist is not always a good ARIS modeller Keep momentum Financial crisis / new budget approach does not help

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Experiences so far organisation - 2

Positive: end-to-end thinking in processes has started Examples:

Student Lifecycle Management Re-implement FICO, HR (incl. ESS/MSS, Cost Planner, Invoice Management) EH&S ARIS - Solution Manager synchronisaton SAP TAO (would-be ARIS Solution Manager TAO integration)

The road to a better structured Application Lifecycle Management is started Harvesting can start from now on
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Documented UM applications in SAP Solution Manager Applicaties ARIS

SLcM (MUSL) SRM (Inclusive EH&S) PI en BI integration in other projects HR en FICO (Perfino) SIM (SAP Invoice Management) Finance CRM (Alumni) CRM Recruitment UM-OKE SAP Security (autorisations etc.) & Portal Non-SAP: IAM X X

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SHOW-ME
MOTTO IS NOT BAD ...

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End remarks
Why choose for synchronisation ARIS & SSM?
Road to the single version of the truth

Is implementation simple?
Technically: yes, allocate right consultants, support persons & application managers Organisation: a lot of challenges to deal with

Is integration an advantage?
Yes according to the architect, difficult according to the short-term focused

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Conclusions
Business Process Monitoring evolves further to a professional enabler for the business with standard application monitors All in all ARIS & Solution Manager are complementary In case of overlap strict procedural rules are needed and should be followed Well designed BPM model in ARIS integrates perfectly with Solution Manager Limit the initial scope on key processes. Start with the process where the need is most urgent Business Process Monitoring: this is monitoring where the business benefits from

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