The CHaRM of SAP Solution
Manager: How Wrigley Discovered a
Quality Governance Diamond in the
Rough
]
Christian Ebermayer
Barbara McNally
Wm. Wrigley Jr. Co.
[ CHAVONE JACOBS
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2003
[ ALLAN FISHER
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2008
[ COREY PEARSON
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2008
[ Learning Points
 Discover how installing standard release management
methodology and governance can benefit your IT Organization
 Recognize that the implementation of Release and Test
Management will increase the visibility and quality of your
project delivery – and simplify Support Pack Application!
 Identify the advantages of utilizing Solution Manager Change
Request Management as a critical part of the operation
management of your SAP Solutions
Real Experience. Real Advantage.
2
[ Wrigley Company
 Consumer Packaged Goods
 Recognized leader in confections
 Headquarted in Chicago
 Operations in 40+ countries
 Distribution in 180+ countries
 Founded -1891
 Acquired by Mars, Inc - Oct 2008
Real Experience. Real Advantage.
3
[ IT @ Wrigley
 Single instance mySAP ERP 2004 , Solution Manager 7.0, SAP
Netweaver 2004s (7.0) BI, Netweaver Portal, SAP CRM 4.0
 Approx 350 associates in hubs: Chicago, Guangzhou, Munich
 Application CoE, Infrastructure, Enterprise Architecture,
Security, Finance and Regional IT
 SAP ERP 2004 supports 6500+ users & 35K business
transactions
 Single global portfolio of IT initiatives, prioritized by the
Wrigley Business
Real Experience. Real Advantage.
4
[ The Objective: Quality Change
Control Management
 We needed:
to evolve from Global ERP Project to ongoing organization
a way to ensure only approved work is performed
to decrease risk & increase Production stability
to make testing more robust and a repeatable process
to leverage resources competing for both projects and
production support
 to better manage the increasing system landscape complexity





Real Experience. Real Advantage.
5
[ Wrigley Production System
Landscape
Real Experience. Real Advantage.
6
[ The Solution: ITIL Based Change
Control – Release Management
 Wrigley IT Change Management is aligned to the processes in
the IT Infrastructure Library (ITIL), the standard discipline for
service management.
 Release Management Methodology ensures appropriate
prioritization and control of all changes,
while optimizing common resources.
 A Release is a group of projects,
enhancements, or small changes
packaged for a common go-live date.
Real Experience. Real Advantage.
Release
Management
7
[ The Solution: Release Planning
May 2009 Release Cycle
•
•
•
•
Capture Total Working Years in SAP HR
CRM 2007 Upgrade
Financial Reporting Period change
New ABAP Program ZFIN items on
replenishment
• ...
June 2009 Release Cycle
• Master Data Pool Enhancement
• Intrastat Reporting
• Gold Standard Specs - Manufacturing
Procedures
• ...
July 2009 Release Cycle
•
•
•
•
Real Experience. Real Advantage.
Financial Reporting
Innovation R&D
SAP ECC Support Pack 20
...
8
[ The Solution: Release Schedule
Real Experience. Real Advantage.
9
[ The Solution: Release Management
Input: Service Desk
Ticket
Is change a
break-fix? Yes
Yes
Create Urgent
Correction and
follow process
No
TeamMember
Member
Team
Advise Customer that
change will go in
(Periodic) Release Cycle
Customer accepts
release date?
Yes
Create Normal
or Project
Correction and
follow
processes
Yes
No
Is this a Standard*
Change? (see list of
standard changes)
Go To: IT
Change
Control
Management
Escalation
Process
Manager
Manager
No
Real Experience. Real Advantage.
10
[ The Solution: Benefits
 Benefits of Wrigley ITIL Based monthly Release process:
 Improved quality control. For non-break/fix, inadequately tested
changes deployed to Production are eliminated.
 Commitment of release timelines.
 Simplified scheduling and improved accuracy of delivery dates.
 Increased transparency.
 Reflects business prioritization and control of all changes, while
optimizing common business and IT resources.
(through Release Planning/Scheduling/Management)
 The Release Schedule horizon is 12 to 18 months and is posted
well in advance.
Real Experience. Real Advantage.
11
[ The Solution: (more) Benefits
 Benefits of Wrigley ITIL Based monthly Release process:
 Ensure elements of the project implementation’s critical path are
taken into account.
 Coordinate go-lives, ensuring they are at the best time for the
company as a whole, balancing flexibility and constraints.
 Increased efficiency. Quality, common monthly regression
testing maximizes business and IT resources.
 Alignment of Support Pack applications within releases.
 But….it wasn’t always this way…
Real Experience. Real Advantage.
12
[ The Tool: Solution Manager 3.0
 …(aka “Diamond in the Rough”)
Real Experience. Real Advantage.
13
[ SolMan: Our Implementation Path…
Real Experience. Real Advantage.
14
[ SolMan: Template Project / Solution
 Your Global Template/Solution is your base for
 Assign project
everything!
Roadmap
 Use SAP
accelerators
 Add your own PM
tools
 Copy / Link
Business
Processes from
Solution
 Define System
Landscape
 Activate CHaRM
[SOLAR_PROJECT_ADMIN]
Real Experience. Real Advantage.
15
[ SolMan: Blueprint /Configuration
Stage
 Process
Documentation
 Transactions
 Configuration
 Development
 Test Cases
 Training Docs
[SOLAR01 / 02]
Real Experience. Real Advantage.
16
[ SolMan: Testing Stage
 Monthly Regression test plan (template)
 Project test plan generated based on project fit-gap and
attached test documents
 Test and issue management directly in SolMan
 Integration of automated test cases
[STWB_2]
Real Experience. Real Advantage.
17
[ SolMan: Training Stage
 SolMan Learning Maps
 Compiled of attached Project Training documents
 Available w/o SAP user through Web Browser
Real Experience. Real Advantage.
18
[ SolMan: CHaRM
 Four different change document types




Normal Corrections (SDMJ) – Monthly Release
Project Corrections (ZDMJ) – Implementation Projects
Test Message – Release and Projects in test phase
Urgent Corrections (SDHF) – Break Fix
 They all support our release schedule and project
implementations
Real Experience. Real Advantage.
19
[ SolMan: Task List
 Control all changes in project / cycle by phase (development /
test / go live)
 Mass import of all changes assigned to project/solution in each
system
[SCMA]
Real Experience. Real Advantage.
20
[ SolMan: Reporting
 Work Centers – your one stop shop!
Project
Change Requests
for Project
[SOLMAN_WORKCENTER]
Real Experience. Real Advantage.
Transports
for Change Request
21
[ SolMan and Release Management
Task List
Blueprint/
Configuration
Test Management /
Training
Template Project
Release
Management
Change Request
Management
Reporting
Real Experience. Real Advantage.
22
[ Challenges…(take it from us!)
 Immaturity of Change Request Management Application in
Solution Manager version < 4.0 caused significant delays in the
implementation time at Wrigley.
 It took us 6 years to see SolMan working the way we had
envisioned.
 Integration of Solution Manager and Transport Management
System is highly complex.
 Major gaps in managing and synchronization of heterogeneous
system landscapes (Project and Production landscape) within
one SAP application.
 Java Change Request Management requires time-consuming
installation of SAP NetWeaver DI (Development Interface).
Real Experience. Real Advantage.
23
[ Challenges…(take it from
us!)
 Blueprint – document integration with CHaRM
 EHP1 – maturity (new OSS notes almost daily)
 PSI / Security – don’t let them manage it, it’s a support system!
 RFC connections (or disconnections shall we say!)
 Manipulation of urgent correction transports in queue
 If you haven’t started Change Request Management yet,
DON’T start with Urgent Corrections!
 the change management within IT is BIG
Real Experience. Real Advantage.
24
[ Key Learnings
 You now have some tools to help answer
the question: How can installing standard release
management methodology and governance benefit
my IT Organization?
 You can describe how the implementation of Release and
Test Management will increase the visibility and quality of
your project delivery
 You can identify the advantages of utilizing Solution Manager
Change Request Management as a critical part of the
operation management of your SAP Solutions
 You already own it, so you may as well use it!
 We can all work together through ASUG and SAP to keep
polishing that diamond!
Real Experience. Real Advantage.
25
[ Tips & Tricks &
Links
 Get yourself a great process/tool visionary!
 …essential for championing the cause!
 Get yourself a really good Basis person!
 …preferably one that speaks German!
 When to create a Project in Solution Manager?
 Even for ‘small’ projects, if your gut tells you to create a project,
then do it!
 ITIL: http://www.itil-officialsite.com/home/home.asp
 Documentation/SAP Solution Manager : http://help.sap.com/
Real Experience. Real Advantage.
26
[ SolMan:
What’s next… EHP1/Enterprise Edition
Real Experience. Real Advantage.
27
[ Solution Documentation - Motivation
In order to fully leverage the value of SAP Enterprise
Support and achieve the required transparency of IT Solution,
you need solution documentation that includes an accurate and
complete description of solution landscape itself with all business
process and custom modifications.
 The solution documentation is divided
into documentation:
 Technical landscape documentation
 Business process documentation
 Custom Code documentation
Source: SAP 2009
Real Experience. Real Advantage.
28
[SAP Solution Manager – Basic
Configuration
Configuration of SAP Solution Manager Enterprise Edition

Easy

Fast

Step-by-Step
Main Features
Transaction:
SOLMAN_SETUP

Single, easy to use wizard for initial & basic configuration

Highly automated configuration

Integrated documentation for each step

Integrated project management via SOLAR02

Easy access to open tasks and postponed activities

Configure all managed systems from one central entry
point
Source: SAP 2009
Real Experience. Real Advantage.
29
[ Solution Documentation Assistant
The Solution Documentation Assistant
(SoDocA) provides the customer core
business processes and their usages in
SAP Solution Manager
Jumpstart for SAP Enterprise Support



Accelerator for Solution Documentation
Basis for optimized test planning by enhanced solution and
usage transparency
Solution Documentation Assistant uses the existing SAP
Solution Manager infrastructure (systems, data)
Requirements
Optimize
Application
Management
Design
Business Benefits



Reduce risk - Establish one central source of the truth via
collection of available systems as a prerequisite
Reduce total cost of operations - Manage solution under budget
within time constrains via Solution Documentation Assistant as
accelerator for building up the Requirements & Design Phase
Optimize business benefits - Focus totally on business process
execution via automatic mapping against standard processes
Build &
Test
Operate
Deploy
Source: SAP 2009
Real Experience. Real Advantage.
30
[Custom Development Management
Cockpit
Custom Development Management Cockpit is SAP´s new
approach to analyze customers´ system on custom
developments, and to optimize upgrades to these
developments.
Jumpstart for SAP Enterprise Support
 Usage analysis of custom developments in a SAP system
 Identification of potentially obsolete objects
 Identification of impacts an upgrade or support package
installation can possibly have on custom developments
 Calculation of the effort necessary for adjusting the custom
developments affected by an upgrade or support package
installation
Business Benefits
 Usage transparency of custom developments
 Big saving potential by clearing identified obsolete
custom-specific objects
 Accelerated Upgrade
Requirements
Optimize
Application
Management
Design
Build &
Test
Operate
Deploy
Available only with
SAP Solution Manager
Enterprise Edition
Source: SAP 2009
Real Experience. Real Advantage.
31
[
The Value of SAP Enterprise Support
enabled by deployment of SAP Solution Manager Enterprise Edition
SAP Solution Manager Enterprise Edition – Key Capabilities
& Pre-Requisites to Deploy
SAP Solution Manager
Key Capabilities
Root Cause Analysis
for Custom Code
SAP Solution Manager capabilities can
be configured and implemented based
on customer specific priorities and
roadmaps
Additional
CQCs*
Test
Content
4
to fully exploit the value of SAP
Solution Manager Enterprise
Edition
Custom Code
3
DocumenBusiness
tation
Process
Documentation
 To get access to specific SAP
Enterprise Support and SAP Solution
Manager capabilities
Upgrade
(Delta Configuration)
Custom Code
Maintainability
Check
The 4 Steps
 To achieve IT transparency “Single
Source of Truth”
BPCA
Modification
Justification
Check
Individual services and guided expert
session for desired configuration
available
1
Install and
Connect
to SAP
Run SAP
for Industries
Test Workbench &
Regression Testing
Configuration
Content
2
Technical
Landscape
Documentation
Business
Process
Monitoring
SAP
Support SLA
ASAP
Accelerated Innovation Enablement
Template
Management
Change Request
Management
Technical SLA &
IT Reporting
Diagnostics
Deploy (Q-Gate
Management, CTS+)
Selected
System
CQCs*
Monitoring Service
Run SAP
Desk
for Technology
Quality
System
Management
Administration
Solution
Custom Development
Documentation
Management Cockpit
Assistant
SAP Solution Manager Enterprise Edition enables YOU to establish a “Single Source of Truth” for the support
by your operations teams and organization
Source: SAP 2009
Real Experience. Real Advantage.
32
* Continuous Quality Checks
[Maturity in Your Support
Organization
Source: SAP 2009
Real Experience. Real Advantage.
33
Reference: SAP E2E Benchmarking Study
[ SAP Solution Manager Quality
Trusted Process Certificate!
http://service.sap.com/enterpriseedition  Certification
Source: SAP 2009
Real Experience. Real Advantage.
34
[
]
Thank you for participating.
Barbara.McNally@Wrigley.com
Christian.Ebermayer@Wrigley.com
ASUG Illinois Chapter Meeting
August 28, 2009
Real Experience. Real Advantage.
35
[ Appendix
„The only thing businessess can do in a situation as today with market
meltdowns and financial crisis is, to get more out of unchanged assets,
whether they be labor or capital. For IT this means to get much more
out of every single one of their workers and systems and streamline
the processes for operation and support.“1)
1) Prof. Eric Byrnjolfsson, „Surviving the recession“, SAP Spectrum January 2009
Real Experience. Real Advantage.
36
[ Appendix A: Solution Manager Enterprise Edition
Change Management
Transparency on Process & Apps
Assigning Structure Nodes to Change
Procedures
Retrofiting Transports
Manage Digitally-Signed Documents
eCTS for Java Transport Integration
Solution Documentation Assistant
Template Management (planned for
next enhancement package)
Management of Customization
Solution Updates
Upgrade Value Proposition with
Solution Browser
Maintenance Optimizer for
Enhancement Packages.
Upgrade Dependency Analyzer
Downtime Management
Custom Code Management Cockpit
Configuration Validation Work Center
Requirements
Optimize
Design
Application
Management
Build &
Test
Operate
Business Process Operations
Integration Testing
Usability
Enduser Experience Monitoring
Real Experience. Real Advantage.
Quality Gate Management
Solution Composer
Project Issue Management
RWD InfoPak Adapter
Project Copy Function
Deploy
Business Process and Interface Monitoring
Job Scheduling Management
Data Consistency Management
Data Volume Management
Integration Validation
Innovation Management
Business Process Change
Analyzer
Test Workbench Enhancements
Test Data Migration Server
(additional licence)
SAP Netweaver Business Client
Additional Workcenters
Enhanced Reporting throught Workcenters and BI
37
[ Appendix B: Reporting
(SolMan_WorkCenter)
 SolMan_WorkCenter – your one stop shop!











Real Experience. Real Advantage.
Business Process
Operations
Change
Management
Root Cause Analysis
Implementation
Incident Mgmt
Test Mgmt
Job Mgmt
System Landscape
Mgmt
Solution
Documentation
System
Administration
System Monitoring
38
[ Appendix C: Assign structures to
Change Transactions

Flexible Customizing to allow / restrict certain assignments
Real Experience. Real Advantage.
39
[ Appendix D: Retrofit
 Retrofit is the process to supply a project landscape
with transports from a production or maintenance
landscape without using the import functionality.
Real Experience. Real Advantage.
40
Appendix
E:
Solution
[
Documentation Assistant
 Automated business
process documentation of
managed projects and
solutions
 Automated identification of
daily used business objects
 Visualization of used standard
business processes for projects
and solutions
 Usage analysis of custom objects
and identification of potentially
obsolete objects
Real Experience. Real Advantage.
41
[ Appendix F: Custom Development
Management Cockpit
 Solution Documentation of custom code, partner
solutions and other vendors and interfaces.
 Usage analysis of custom developments (Z-Programs,
Queries, Enhancements)
 Identification of potentially obsolete objects
 Identification of impacts on upgrade or support package
installation
 Clearing Analysis to identify obsolete objects in the
development workbench.
 Upgrade/Change Impact Analysis for the technical
impact of an upgrade
Real Experience. Real Advantage.
42
Appendix G: Quality Gate
[
Management
 Governance and synchronization of all activities related to the design,
build, testing and deployment phases of managed projects and
solutions
 Integration of project deliverables and milestones in quality gate
management
 Reporting/Alerting on change impact, transport errors, syntax errors
of source code
Real Experience. Real Advantage.
43
[ Appendix H: Test Management - Busines
Process Change Analyzer
 Identification of business processes affected by program and
configuration changes which might be originated by Release
Cycles, SAP Support Package or Enhancement Implementations.
 Trace of used SAP Objects for a selected business process
through preparation phase
 Change Impact Analysis of software changes for selected business
processes
 Automatic generation of Test Plan for affected business processes
within Solution Manager Test Workbench.
Real Experience. Real Advantage.
44
[ Appendix I: Batch Job Management
 Request, Document, Schedule and Monitor Batch-Jobs in the
managed solutions via Solution Manager Job Management
 Central repository for all SAP Batch-Jobs Documentation
(categorized for example in business processes, countries,
priority etc.)
 Integration of Batch Job Management into Change Request
Management Process and Business Process Monitoring within
Solution Manager
 Batch Job Monitoring in Solution Manager supports the
automatic creation of service desk messages and emailnotifications in case of error
 Load existing batch jobs from managed systems and clean up
documentation
Real Experience. Real Advantage.
45
[ Appendix J:
Real Experience. Real Advantage.
46