SAP Business Process Management Service Support Product Management

SAP Business Process Management Service & Support Product Management SAP AG

Content Service overview n Objectives n Value Proposition n Deciding Factors n Delivery Procedure On Site Visit in Detail Business Process Monitoring More information n Additional Information n Final Report n Prerequisites n Project team n SAP Solution Management Optimization ã SAP AG 2003, Title of Presentation, Speaker Name / 2

Objectives SAP Business Process Management n Develop and implement an all-inclusive business process management strategy and a process-oriented monitoring strategy n The two strategies let you: u Define procedures for business-process oriented monitoring, error handling, and escalation management for a company's core business processes u Establish the communication links between the business-department end users and the IT department u Define the roles and responsibilities for all persons involved in the customer’s support organization By following your strategies, you ensure the smooth and reliable flow of your core business processeses ã SAP AG 2003, Title of Presentation, Speaker Name / 3

Value Proposition – SAP Business Process Management Empowers you to detect critical issues in your core business processes at an early stage before they can cause any pain. This results in: n Reducing cost-intensive periods of system downtime n Savings in time and money resulting from a more efficient monitoring and reporting process n Reducing costs for additional monitoring tools n Higher end-user satisfaction n Staff receive the help and valuable knowledge they need for managing critical software and operations problems ã SAP AG 2003, Title of Presentation, Speaker Name / 4

Gartner With more than 20 years experience identifying and analyzing the trends and technologies that have shaped the course of business, Gartner, Inc. provides unrivaled thought leadership and strategic consulting services to more than 11, 000 organizations worldwide. „ Much of what Business Processs Management offers is hard to measure, but incredibly valuable: process consistency, process sharing and process innovation. Gartner Top View, AV-14 -9243, 20 November 2001 ã SAP AG 2003, Title of Presentation, Speaker Name / 5

Deciding Factors SAP Buisiness Process Management is most applicable when: n An overall business-process management and monitoring strategy for the entire solution is missing n A dedicated application support team is missing within the customer’s solution support organization n Roles and responsibilities for application support, for example business process management, and monitoring are incomplete or not defined n Monitoring objects, error handling procedures, and escalation paths are not clearly defined n There is no up-to-date description of the core business processes from a technical viewpoint n Communication between the application support team and the IT department is weak or not well established n The number of people involved in application support is not enough to support the application n The general level of application relevant monitoring knowledge is low n Background processing is very complex, for example a large number of batch jobs exists ã SAP AG 2003, Title of Presentation, Speaker Name / 6

Description SAP Business Process Management comprises: n Identification and analysis of at least one core business process with respect to the involved systems and interfaces n Creation of a business process management and monitoring strategy that includes the definition of monitoring objects, error handling procedures, and escalations paths n A review of roles and responsibilities of all parties taking part in the strategies n A hand-over procedure to apply the strategies to the production environment n Configuration of business process monitoring in the SAP Solution Manager n As a final result, a service report is created that includes the business process analysis documentation and detailed monitoring checklists as well as an action plan to address follow-up activities. n Depending on the customer wish, the defined strategies are implemented for the selected business process and adapted specifically for your solution support organization ã SAP AG 2003, Title of Presentation, Speaker Name / 7

Delivery Procedure SAP Business Process Management 1 day Preparation SAP Early. Watch Check, SMA or SAP Going. Live Check Prepare on-site team Remote ã SAP AG 2003, Title of Presentation, Speaker Name / 8 3 – 5 days On site analysis Business process analysis Definition of monitoring objects Business process monitoring configuration Onsite 1 day Evaluation Creation of an action plan Preparation of the final report Remote + 2 weeks Deliver findings and recommendations

Overview of the On Site Visit Day 1 Presentation Project Administration Workshop Day 5 Discussion of Results Organization Teamwork Business Process Analysis ã Day 4 Final Presentation Methodology Daily Status Meeting Day 3 Kick-off Meeting (Functional team steered by SAP) (Functional team and SAP) Day 2 Status SAP AG 2003, Title of Presentation, Speaker Name / 9 Definition of Monitoring Objects, Error Handling Procedures, and Escalation Paths Status

Content Service overview n Objectives n Value Proposition n Deciding Factors n Delivery Procedure On Site Visit in Detail Business Process Monitoring More information n Additional Information n Final Report n Prerequisites n Project team n SAP Solution Management Optimization ã SAP AG 2003, Title of Presentation, Speaker Name / 10

On Site Visit in Detail SAP Business Process Management Step 1 Solution Landscape Overview Step 2 Business Process Analysis Step 3 Technical Process Step Analysis Step 4 Business Process Monitoring Strategy Step 5 ã Business Process Monitoring Configuration in the SAP Solution Manager SAP AG 2003, Title of Presentation, Speaker Name / 11

Step 1: Solution Landscape Overview Get an overview of the solution landscape and define the core business processes n Overview of the system and solution landscape n Overview of the core business processes n Selection of one business process for a detailed analysis ã SAP AG 2003, Title of Presentation, Speaker Name / 12

Step 2: Business Process Analysis Process step analysis from an application point of view n Identification of individual business process steps n Identification of business-related functions (e. g. , ATP, variant configuration) n Identification of document volumes and business requirements (functional dependencies, business peak hours) Core Business Process ã Step 1 ? SAP AG 2003, Title of Presentation, Speaker Name / 13 Interface Manual Entry Step 2 Data Printing End

Step 3: Technical Process Step Analysis Get detailed information about the technical components involved n Identification of relevant interfaces n Identification of business transactions and background jobs n Identification of necessary repository objects (reports, programs, tables) n Identification of possible dependencies between different processes or steps including any kind of time restrictions Core Business Process ã SAP ZA 01 CLIENT SAP AG 2003, Title of Presentation, Speaker Name / 14 ? IF Interface: Get Number Enter Mat. -Nr. IF Pos. Check ATP Create Order, Run VB PS Print Novell Prt. Srv End

Step 4: Business Process Monitoring Strategy Definition of monitoring objects, error handling procedures, and escalation paths n Definition of monitoring objects and procedures n Identification of possible error scenarios and description of error handling procedures n Definition of reporting and escalation paths Core Business Process ã SAP ZA 01 CLIENT ? SAP AG 2003, Title of Presentation, Speaker Name / 15 IF Interface: Get Number Enter Mat. -Nr. IF Pos. Check ATP Create Order, Run VB PS Print Novell Prt. Srv End

Step 5: Business Process Monitoring Configuration Set up and configuration of business process management in the SAP Solution Manager ã SAP AG 2003, Title of Presentation, Speaker Name / 16

Content Service overview n Objectives n Value Proposition n Deciding Factors n Delivery Procedure On Site Visit in Detail Business Process Monitoring More information n Additional Information n Final Report n Prerequisites n Project team n SAP Solution Management Optimization ã SAP AG 2003, Title of Presentation, Speaker Name / 17

Business Process Monitoring Definition n Business Process Monitoring is the process-oriented monitoring of the most important or critical business processes of a company n It includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes Goal n To detect critical situations as early as possible n To enable the customer’s solution support organization to respond to and to solve problems as fast as possible ã SAP AG 2003, Title of Presentation, Speaker Name / 18

Business Process Monitoring During the delivery of the SAP Business Process Management service the business process monitoring will be set up in the SAP Solution Manager. The monitoring focuses on … n SAP R/3 background jobs n Transaction performance n Document volume based on table statistics n Update errors for transactions and programs n Application log messages n Due list log messages for deliveries and billings n Interfaces n All alerts which are configured in RZ 20 ã SAP AG 2003, Title of Presentation, Speaker Name / 19

Business Process Monitoring – SAP Solution Manager Different Monitoring Levels Display Alerts Business Process Monitoring and Interface Monitoring System Monitoring Service Level Reporting ã SAP AG 2003, Title of Presentation, Speaker Name / 20

Business Process Monitoring – SAP Solution Manager n Different views u Business process view selected n Linked to System Monitoring n All components in a solution landscape related to the business process n Business processoriented n Linked to single monitoring alerts u ã SAP AG 2003, Title of Presentation, Speaker Name / 21 Configurable

Business Process Monitoring – SAP Solution Manager Alert Graphics Single Monitoring Alerts Alert overview Monitoring Session ã SAP AG 2003, Title of Presentation, Speaker Name / 22

Interface Monitoring – SAP Solution Manager Alert Graphics Single Monitoring Alerts Detailed Analysis ã SAP AG 2003, Title of Presentation, Speaker Name / 23

Content Service overview n Objectives n Value Proposition n Deciding Factors n Delivery Procedure On Site Visit in Detail Business Process Monitoring More information n Additional Information n Final Report n Prerequisites n Project team n SAP Solution Management Optimization ã SAP AG 2003, Title of Presentation, Speaker Name / 24

Additional Information SAP Business Process Management n Experienced service engineers deliver this service on-site through your SAP Solution Manager n It has a normal duration of twelve man-days. Usually two consultants are on-site for five days, plus two days for preparation and post-delivery processing. This may vary depending on the requirements of your SAP solution. n A back office staffed with specialists supports the service engineer during his on-site work n You can order SAP Business Process Management via the SAP Service Marketplace at www. service. sap. com/servicecatalog ã SAP AG 2003, Title of Presentation, Speaker Name / 25

Final Report At the end of delivery, a final report is generated. It includes the… n Summary of what has be done n The customer situation and actual status from the business process management and monitoring viewpoint n Action plan to address follow-up activities n The most important findings and to-do’s regarding monitoring activities, error handling procedures, and escalation paths n If there is enough time during the service delivery: Comment on how the solution support organization is set up During the entire service delivery, knowledge is transferred extensively to your staff to enable them to adopt our methodology for developing a Business Process Management and Monitoring strategy for other business processes in your company. ã SAP AG 2003, Title of Presentation, Speaker Name / 26

Prerequisites Define Procedures for Business Process Monitoring, Error Handling and Escalation to Avoid Costly System Downtime n You need an implemented SAP Solution Manager. For further information please check http: //service. sap. com/solutionmanager n SAP recommends the SAP Solution Management Assessment as a preparatory service. This service identifies and analyzes your solution and core business processes n SAP Business Process Management is recommended for solutions that are either in production or close to production startup ã SAP AG 2003, Title of Presentation, Speaker Name / 27

Project Team – SAP Business Process Management IT project manager Active users System administrator On site delivery requires a high level of engagement from your side. Business process owners from the business departments ã SAP AG 2003, Title of Presentation, Speaker Name / 28 SAP consultant SAP Backoffice

SAP Solution Management Optimization A portfolio of optimization services that ensure that Your SAP Solution Works to Its Maximum Potential at all Times Performance Optimization n SAP SQL Statement Optimization n SAP Customer Program Optimization n SAP Remote Performance Optimization n SAP Business Process Performance Optimization n SAP Storage Subsystem Optimization Application Integration Optimization n SAP Business Process Management n SAP Interface Management System Administration Optimization n SAP System Administration Data Volume Optimization n SAP Data Management ã SAP AG 2003, Title of Presentation, Speaker Name / 29

SMO – Part of the Best Support You Can Get Discovery & Evaluation Implementation Operations & Continuous Improvement SAP Safeguarding Manages technical risk and ensures technical robustness of the solution SAP Empowering Empowers customers with the core competencies needed to operate and maintain SAP solutions SAP Solution Management Optimization ã SAP AG 2003, Title of Presentation, Speaker Name / 30 Ensures that your SAP solution works to its optimum potential at all times

Information For more information refer to the SAP Service Marketplace www. service. sap. com/bpm ã SAP AG 2003, Title of Presentation, Speaker Name / 31