Toronto District School Board
SAP Support Model
 Sandy Peer, HRIS Manager
 Rolph Poorter, IT Manager
]
[ Agenda
1.
2.
3.
4.
5.
Introduction
SAP Implementation
SAP Support Model
Initiatives and Challenges
Q&A
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2
[ Who is the Toronto District School Board?
 Largest publicly-funded school board in Canada
 Fourth largest in North America
 Approximately 600 schools serving more than 250,000
students each year
 Our Continuing Education department supports student
achievement and lifelong learning with delivery to
approximately 197,000 students
 Approximately 33,000 permanent staff and 8,000 part-time staff
 A unionized environment with 10 collective agreements and 3
Associations each with terms and conditions
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3
[TDSB: An Incredibly Diverse
Community
 Our student body speaks 80+ languages
 English is spoken at home by approximately 53% of TDSB
students
 Approximately 26% of our students were born outside of
Canada
 About 17% of our students receive some Special Education
support
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4
[ TDSB Student Achievements
 Over 40% of our graduates annually rank as Ontario Scholars
 Approximately 90% of our graduates apply for university or
college admission
 Approximately 75% of all students entering Grade 9 graduate
with an Ontario Secondary School Diploma (OSSD) within five
years
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5
[ TDSB
• 22 publicly elected Trustees
• TDSB consists of two main operational areas that fall under
the Director of Education:
• Academic
• Administrative
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[ TDSB SAP Landscape
The TDSB SAP Landscape is comprised of:
 R/3 Enterprise 4.7X200
 CRM 2007
 BI 7.00 ehp1
 Enterprise Portal
 RM
This landscape interfaces with external applications or subsystems
of the TDSB network.
Real Experience. Real Advantage.
[ TDSB SAP Landscape
SAP Production Systems
Non-SAP Applications
Trillium
BI
(Business Intelligence)
Cognos
Microsoft Exchange
Server
CRM
(Customer
Relationship
Management)
EP
(Enterprise Portal)
RightFax
R/3 4.7 Enterprise
Smartfind Express
(SFE)
Networked Printers
RM
(Records
Management)
Active Directory
(Single Sign On)
Figure 1
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Figure 2
[ History of Implementation
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R/3
1999
FI/CO (Finance)
MM (Materials Management)
PS (Project System)
PM (Plant Maintenance)

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EP/BI
2006

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
RM
2007
RM (Records Management)

2002
RE (Real Estate)

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CRM
2009
CRM (Case Management)

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2006
OM (Organizational Management),
PA (Personnel Administration)
Time
Benefits
Payroll


2009
AA (Asset Accounting)
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[
Facts and Figures
Some quick statistics for SAP at the TDSB:
• There are approximately 10,000 users in the system today. A typical
day averages 350 concurrent users.
• Over 1 million dialog (interactions) steps per week.
• 7000 jobs executed in a typical week. Approximately 4000 are
background jobs.
• Approximately 500 documents sent externally per weekday
• Database usage: The total amount of used database storage for SAP
R/3 Production is approximately 2.5 Terabytes.
• Approximately 450 Helpdesk tickets are generated per month. A
third of these are SAP security related.
• Approximately 700 requests (notifications) for
system changes/corrections/enhancements of
which 150 are actively being worked on.
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[ TDSB SAP Statistics

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Active Purchasing Vendors – 11,200
Purchase Orders – 60,000
Invoices Processed – 270,000
Work Orders – 182,000
Buildings – 700 covering 48,000,000 sq ft
Pay Statements – 34,500 every two weeks
T4/T4A – 48,700
Special Education Cases – 17,000
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[ Recap
 We are a very large and diverse organization with many
complexities which are reflected in our SAP Systems.
 What is the TDSB support model?
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[ TDSB SAP Support Model
• Functional Team
• Functional Analysts
• Business Specialists
• Super Users
• Technical Team
•
•
•
•
•
Basis
ABAP
Security
BI
CRM
• Integration Test Team
• Training, Help Desk and Documentation
Teams
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[ TDSB SAP Support Model
• Functional Team
• The Functional Team is complemented by Super Users
as well consulting support on an as needed basis.
• Technical Team
• The Technical Team is complemented by other IT
Groups (e.g. networks, database, storage, etc.).
• Support Teams
• Integration Test Teams
• Training/Documentation Teams
• Help Desk Teams
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[ TDSB SAP Support Model
 SAP is supported in a Corporate manner at TDSB with
management staff dedicated to specific modules of SAP support
as part of their overall portfolio. This staff is classified as the
Functional Team Lead of each module(s).
 In the individual modules the Team Leads carry their system
responsibilities as part of their daily departmental operations.
 For cross functional changes or information that affects more
than one module the Team Leads co-ordinate with each other
as necessary.
 Also the Team Leads meet bi-weekly as
members of the SAP Operations Committee.
 The SAP Operations Committee also has
members from the Technical
and Support Teams.
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[ How Does TDSB Support Function?
1. Managing Change
2. Tools
3. COE
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[ Managing Change
Requirements
 TDSB wanted to leverage existing SAP capabilities to
track system changes
 TDSB required a tracking system where attachments
could be housed such as change requests, business
processes and user signoff documentation
 The tracking system needed to be utilized by all modules
 The tracking system needed to meet all of the audit
requirements
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[ Managing Change
Development
 Solution Manager, in an earlier version (circa 2005), did not
meet all of the requirements for managing change.
 TDSB decided to build on the PM notification area of SAP to
track and document all system changes as it met most of the
criteria for tracking SAP changes.
 The TDSB change management process was updated to include
a requirement for each system change to have a notification
number for tracking purposes.
 We had the in-house capability to support
the PM notifications.
 We are able to run reports and dashboards
to monitor the progress of the
notifications.
Real Experience. Real Advantage.
[ Tools
EPI-Use
 The data synchronization module is used for testing and troubleshooting.
 The variance monitor is used for comparison purposes.
HP Quality Centre
 Building test plans and scenarios
HP Quick Test Professional
 Automated testing scripts
PM Notifications
 System Change Request
Remedy
 Help Desk Tickets
RWD
 Training Material and Support Documentation
Solution Manager
 Manage the Technical Environment and Enterprise
Service Delivery with SAP
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[ CCoE, what is it?
Competency Center????
Center of Excellence???
Certified Center of Excellence??
Certified Center of Expertise?
CCoE means Customer Center of Expertise
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[ Customer Center of Expertise
The CCoE certification certifies essential quality management
functions that were implemented based on SAP Solution
Manager features
TDSB received certification by working collaboratively with the
SAP Enterprise Support Advisor on the certification process
which includes the following steps:
1. Initial benchmarking through online survey
2. Onsite assessment and audit
3. Provision of service report and certification
results
4. Discussion of action plan for continuous
improvement
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[ Customer Center of Expertise
As a certified CCoE the TDSB can:
1. Have on-demand access to the root-cause-analysis back office at
SAP for critical situations and emergencies
2. Be entitled to schedule regular expert sessions with SAP center
of expertise engineers, subject to availability
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[ Customer Center of Expertise
Next Steps:
1. Integrating existing change management and quality testing with
Solution Manager in order to speed up deployments
2. In addition, this will reduce downtime through built-in provision
of standardized diagnostic tools, integration testing, and
business process monitoring
3. Use of consistent tools and methodologies across
heterogeneous landscapes
Guidelines located on the SAP Service Marketplace
http://service.sap.com/coe
Real Experience. Real Advantage.
[ Center of Expertise
 Online knowledge transfer sessions on various topics targeted specifically at
the needs of a certified COE. At the end of each session, you are given the
opportunity to address your questions directly to the SAP expert.
 Free access to SAP Online Knowledge Products. You can add up to 10
users from your COE to this list. You can also find information and the user
registration link here: www.service.sap.com/RKT.
 Labeling of messages from certified COEs. Messages from certified COEs
will be labeled in SAP Active Global Support.
 Ranking of messages from certified COEs. A higher
ranking in the message queue is assigned to messages
from certified COEs that are issued through the
SAP Solution Manager.
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[ TDSB SAP Initiatives

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Expansion of Solution Manager
Sales and Distribution Project
Accounts Payable Invoice Automation
Funds Management
Expand BI for full reporting
Real Experience. Real Advantage.
[ TDSB SAP Challenges

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Technical Upgrade
Functional Upgrade (e.g. ESS, MSS)
Tool Sets
Funding
Ministry/Legislative Initiatives
Identity Management
Skill Sets for newer technologies (i.e. WebUI vs. ABAP)
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[ Questions?
§ Contact Us:
rolph.poorter@tdsb.on.ca
sandy.peer@tdsb.on.ca
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[
]
 Thank you for participating.
Please remember to complete and return your
evaluation form following this session.
For ongoing education on this area of focus, visit the Year-Round
Community page at www.asug.com/yrc
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