Architecture of the R/3 System

Chapter 14
 Problems of Enterprise-Wide
Computing
• Slow response time during peak traffic
loads
• Different time zones, systems, upgrades
• Heterogeneous database problem
• Multiple platforms
 R/3 and Enterprise Computing
• Development of “middleware” enables portability
across platforms
– Technologies include:
• Db replication, messaging, XML, remote procedures
• R/3 supports:
– TCP/IP
– RFC
– SQL & ODBC
– OLE, MAPI, EDI
 R/3 Server Installations
• 3-tier C/S preferred
– Homogeneous - same OS on one or more
platforms
– Heterogeneous - a variety of platforms ex. UNIX,
NT, Windows on application server
• UNIX with Oracle, Informix, DB2 on db server
– R/3 solves the distributed multiple heterogeneous
platform problem with “middleware”
Benefits of Multiple Application
Servers
• An alternate server can be automatically
selected if one is unavailable
• “Load balancing” of clients to least busy
server
• Can optimize queries and reduce load on db
server to improve response time
• Because it is scalable, servers can be added as
more processing capability is needed
 C/S Scenarios
• Centralized host computer performs all tasks
including db, applications, and presentation
• 2-tier C/S - db server is separate from “thick
client” which processes apps and presentation
• 3-tier C/S - separate systems for db, apps, and
presentation (preferred by R/3)
• N-tier C/S – extension using servers on Internet
 SAP R/3 Basis System
Hardware UNIX Systems Data
AT&T General Sequent
Bull IBM IBM
Bull/Zenith HP (Intel) SNI
Digital SNI AS/400
Compaq IBM (Intel) ...
HP SUN

Operating AIX SINIX

Systems Digital UNIX SOLARS Windows NT OS/400
HP-UX

ADABAS D
Databases DB2 for AIX ADABAS D
INFORMIX-OnLine 7 MS SQL Server 6.0 DB2/400
ORACLE 7 ORACLE 7

Windows 3.11,
Dialog
Windows 3.11, Windows 95, Windows NT, OSF/Motif, Windows 95,
SAP-GUI
OS/2-Warp, Macintosh Windows NT,
OS/2-Warp

Languages
ABAP/4, C, C+ +
 R/3 Middleware Transfer
Protocols
• Front-end (presentation tier)
– R/3 GUI uses resident OS resources to cut flow
of data to 1-2 KB
– whole screens are not passed but only logical
control information and user inputs
• DB interface (between app and db servers)
– SAP SQL within ABAP/4 environment
– then translates queries into “native” SQL
 More Middleware Functions
• Interprogram communications
– synchronous vs. asynchronous
• Synchronous uses CPI-C, from IBM in the late ’80s
– RFC/RPC libraries and DLLs to call R/3
functions/modules
– SAP is closely aligned with COM from MS
• Transaction management
– ALE -distributes db availability to several sites
• routes data, maintains security
• creates IDOC master which contains info about the data
• SAP experimenting with XML for internal messaging
Application Linking & Enabling
(ALE)
• Allows users to set up applications and
databases at distributed locations
• Not only routes data, but knows what data
are needed in given situations; “intelligent
middleware”
– ALE checks for consistency of data, updates
– uses IDOCS to send message between loosely
coupled systems, with possibly dif. R/3 ver.
– Asynchronous RFC means if system is down on
target it will retry again
 R/3 Distribution Scenarios
• Initially, R/3 was designed with one
centralized db in mind (from late ’80s)
• ALE technology was developed to enable
different integration scenarios
– Contained in Business Blueprint
• Centralized, integrated DB and application server
• Centralized by module on servers
• Completely decentralized R/3 with central db
• “Next Generation” architecture
 DEV QAS PRD
CUST

TEST SAND QTST TRNG QTST

System Landscape for SAP R/3 Implementation

 Next Generation ERP
Architecture
• What is Internet ERP?
– N-tier
– EC, K Mgt, CRM, data mining, DSS, BI functionality
on top of back office
– Integrated tools include
• BW with OLAP
• APO
• Sales Force Automation
• CRM
• B2B
• SCM
 Enterprise Application
Integration (EAI)
MS Office

Visual Basic Java

DW environments
EAI Server Legacy Applications

CRM, etc ERP Applications

 NetWeaver Adoption
• SAP anticipates that NetWeaver will redefine the
company in a global manner
– About 3000 of more than 24,000 potential companies
have put some portion of NetWeaver into play
– Early stage of maturity
– IBM and MicroSoft supporting NetWeaver
– SAP committed heavily to grow this in 2004 and 2005
 NetWeaver Components
• SAP NetWeaver 2004 Synchronized Release as a single
package
– SAP WAS 6.4
– SAP EP 6.0
– SAP XI 3.0
– SAP BW 3.5
– SAP MI 2.5
• (SAP MDM limited usage at this point)
• All sold and shipped together and can be installed in one
procedure
– Still possible to run individually
– Ramp up was April 2004
 SAP MI
SAP NetWeaver™
PEOPLE INTEGRATION
SAP BI SAP EP
Multi channel access
…
Portal Collaboration
Composite Application Framework

INFORMATION INTEGRATION

Bus. Intelligence Knowledge Mgmt

Life Cycle Mgmt

SAP XI
Master Data Management

PROCESS INTEGRATION

SAP WAS Integration Business Process

Broker Management
SAP MDM
APPLICATION PLATFORM

J2EE ABAP

DB and OS Abstraction
 Evolution of SAP App
development
• ABAP & SAP Basis WAS and Java

• Open SQL Open SQL for ABAP & Java

• RFCs/BAPIs Web Services/WSDL

• ALE & IDocs XI, MDM, and XML

• Report Writer/Query SAP BI

• Dynpro, SAP GUI Web Dynpro, EP, MI

• ABAP Workbench NetWeaver Developer Studio

 mySAP.com
Application Hosting Alternative
• Application Service Providers (ASPs) integrate
and combine
• Evaluation
• Implementation
• Operation
• Service & Support

• Service offering for all kinds of outsourcing

levels such as
• Business Operation Services
• Application Management Services
• Platform Services
 mySAP.com
Application
Applications Management
Hosting
Enterprise ASP Spending
30.0

25.0 2500

$2 BILLION
20.0 2000
$ Billion

$ Million
15.0 1500

10.0 1000

5.0 500
$150 MILLION
0.0 0
1996 2001 1999 2003
Source: G2 Source: IDC, 1999

• Analysts expect explosive growth in both sectors over next four

years
• Primary Lead Market: US
• Secondary Lead Market: Europe
 mySAP.com
Application Hosting
Evaluation
Evaluation Implementation
Implementation Continuous Improvement
Cont. Improvement

Test Drive Your We Host Your

Solution Online
Compose Your
Solution Online
We Implement Your
Solution Online
SAP Partners + SAP AH
Solution Online
 Financial Application
Services
 HR Application Services
We Build And Host Your
Business Community /
Marketplace Online
 Industry Marketplaces
 Enterprise-specific
Marketplaces
SAP & Partners
SAP’s Portal Play

• 3rd party services

• More than 40 partners
• Added value for business
professionals
• Highly Personalizable
 Growing Importance of CRM
•Based on a recent GartnerGroup survey (Aug 2000) on customer
service e-tailing sites, there are many potential areas for improvements.
Some are simple; others require significant investments in people,
processes and technology. Here are the top-10 pitfalls:
•1. Requiring a password to access customer service
•2. Lack of a customer service tab
•3. Lack of search engines for general customer service
•4. Lack of a site map
•5. Lack of internationalization
•6. Lack of agent support for new channels
•7. Lack of working channels
•8. Lack of good customer service on the phone
•9. Lack of coordination between click and brick
•10. Requiring software download for access
 CRM Has Many Components
One to One Marketing • Database Marketing

Sales Force Automation • Customer Care

Direct Mail • Telemarketing

Relationship Marketing • Marketing Automation

Customer Data Warehousing • Enterprise Relationship

Customer Segmentation & Analytics • Customer Intimacy

Front Office • Technology Enabled Relationship
 Migrating to a New Model
Prior View Future View

• Customer Driven
• Transaction Driven
• Multi-Media Access
• 1-800 Access
• Anytime Availability
• Limited Availability
• Fully Integrated
• Stand Alone Units
• Technology Enabled
• Technology
Constrained • Enterprise Capabilities
• Limited Capabilities • Profit Centers
• Cost Centers • CRM Centers
• Call Centers
 eCRM Technology Architecture
Integrated Touchpoints

Customer/ MAIL FACE-TO-FACE SELF SERVICE TELEPHONY

Prospect/
Employee •Paper • Electronic • Fax • Handhelds • Tablets • Web • Kiosks • ACD • VRU
Touchpoints

FRONT OFFICE BACK OFFICE

Marketing Workbench Sales Workbench Service Workbench
Business • Database Marketing • Opportunity • Case Management Order Distribution
Manufacturing
Management
Applications • Data Mining • Help Desk
Management & Logistics
• Proposal Generation
• Campaign • Dispatch
• Marketing
Management Encyclopedia
• Management Analytics
• Content Management • Configuration &
Pricing • Routing Finance,
• Interactive Marketing
• Tele Sales Procurement Accounting, Billing
• Management Analytics • Scheduling
HR
• Management Analytics • Spare Parts Inventory

FRONT OFFICE BACK OFFICE

Data Stores DATA WAREHOUSE & OPERATIONAL DATA STORES

Leads Opportunities Customers Interactions

 eCRMLive
Specialist
• Located in PricewaterhouseCoopers’ CRM Solution
Customer tio
ns
a la
Centers, Rosemont, IL, and Philadelphia, PA,
Call Routing

VRU Available CSR

Ca
ll E sc

eCRMLive demonstrates the successful deployment

E-mail
Supervisory Functions

of best-in-class multi-media customer contact

solutions.
Telephone Call Switch/ACD
Queue and
Capacity
Monitoring
Workforce
Management
CTI
Middleware Case Management

Web Internet
Self-service &
Collaboration
Relationship
Marketing

Content
Management Legacy Customer
Database Database
SFA
 eCRM Vendors
Vendor Demonstrated Functionality
BroadVision Web Personalization
CenterCore Call Center Furniture
CNT Legacy Middleware Integration
Compaq NT servers and Desktop PCs
Genesys Computer Telephony Integration, E-Mail
Grahl Ergonomic Call Center Seating
Avaya Switch/ACD, Internet Telephony Gateway,Internet Call Center,
Call Management Server, Telephones & Headsets
Microsoft Microsoft ASP
Nuance Communications Speech Recognition
Siebel Systems Customer Service and Support Application, Sales
ForceAutomation
Sun Microsystems Unix Servers
Symon Communications Reader Board Messaging
Vignette Web Content Management
Cisco Web Collaboration/Integration
Xchange Campaign Management
Aspect Communications Workforce Management