SAP® Enterprise Support
SAP Solution Manager
Enterprise Edition
SAP Solution Manager Product Management
SAP AG
Disclaimer
This presentation is a preliminary version and not subject to your license
agreement or any other agreement with SAP. This document contains only
intended strategies, developments, and functionalities of the SAP product
and services and is not intended to be binding upon SAP to any particular
course of business, product strategy, and/or development. Please note that
this document is subject to change and may be changed by SAP at any
time without notice.
SAP assumes no responsibility for errors or omissions in this document.
© SAP 2008 / Page 2
Agenda
1. SAP Enterprise Support in a nutshell
2. Pain Points in Application Management and SAP‘s answer
3. SAP Solution Manager as key enabler for SAP Enterprise Support
SAP
ENTERPRISE
SUPPORT
SAP
© SAP 2008 / Page 3
Ent er pr ise
Suppor t
The Nature of Business Is Changing
Business networks lead to increasing innovation and integration speed
» INCREASED SAP LANDSCAPE INTEGRATION

Every customer has
mission-critical
applications along with
integration needs

SAP landscapes become
more sophisticated the
more comprehensive &
integrated they are

SAP provides advanced
support options to manage
innovation and integration,
risk and TCO
Business Networks
No. of users
Manguistics
R/3
Legacy
System
2000
2007
2010
Managing high speed of innovation and integration, risk and
total cost of operations is at the heart of SAP Enterprise Support
© SAP 2008 / Page 4
The Answer: SAP Enterprise Support
Holistic support model to enable continuous improvement & successful solution
operations at lower risk & cost
The offering…
SAP Enterprise Support
Manages innovation
and integration in SAP solution landscapes
Innovation
Value Prop…
 Continuous improvement
 Complexity masked
Protection of Investment
 TCO reduction
 Risk reduction
© SAP 2008 / Page 5
 Custom code management
 Remote supportability
 Diagnostics
Global Support
Backbone
 Industry-leading best
practices
 Continuous quality checks
 Run SAP methodology
for end-to-end solution
operations
 Support advisory
 SAP Solution Manager,
enterprise edition, and the
SAP service infrastructure
platform
 Robust SLAs
 7 x 24 root-cause analysis
 Consulting, training, and
certification available as
additional offerings
In collaboration
with…
 Business process
monitoring
Mission-Critical
Support
Run SAP
Delivered via…
+
End-to-End  Consistent standards
Solution
 Lifecycle management
Operations
 On demand 7 x 24
support integration
 SAP Service Marketplace
SAP Ecosystem
Enabled by…
SAP Solution Manager - Enterprise Edition
Manages increasing solution scope and integration
SAP Solution Manager Enterprise Edition enables the
SAP Enterprise Support commitment at solution level
Other Vendors
Other Vendors
Partner Solutions
Partner Solutions
Custom Code
Other Vendors
Custom Code
SAP
(Enterprise SOA
by Evolution and Design)
Partner Solutions
Custom Code
SAP
(Business Suite, …)
SAP
(R/3, …)
Enterprise Edition
2000
© SAP 2008 / Page 6
From Application Maintenance to Solution Support
2010
Agenda
1. SAP Enterprise Support in a nutshell
2. Pain Points in Application Management and SAP‘s answer
3. SAP Solution Manager as key enabler for SAP Enterprise Support
SAP
ENTERPRISE
SUPPORT
SAP
© SAP 2008 / Page 7
Ent er pr ise
Suppor t
SAP is aware of customer pain points
Customer Pain Points in Application Management
Change Management
•Missing governance, project management
and integration between requirements
management and software logistics
Solution Updates
•Missing guidance for upgrade projects
•Handling of custom code during upgrade
•Consistent SAP updates
•Zero downtime during upgrades
Requirements
partner applications, system landscape
Design
Application
Management
Problem analysis in complex
& diverse technology stacks
•Root-cause analysis across technology
Build &
Test
Operate
Incident Management
•Missing support for mission critical processes
•Exchange of required technical information
•Involvement of partners in problem resolution
Monitoring & System
Administration
•Decentralized monitoring, alerting and service
level reporting
•Central system administration & job scheduling
•Data volume management
© SAP 2008 / Page 8
• Identification of core business processes
• Central documentation of processes, custom code,
Innovation Management
Optimize
stack from front-end down to database /
OS level
Transparency on Processes & Apps
Deploy
•Requirements management
•Innovation discovery
•Innovation w/o disruption
•Project management
Integration Testing
•Test in heterogeneous environments
•Change Impact Analysis
•Test Data Management, Test Automation
Integration Validation
•Data inconsistencies in complex system landscapes
•Performance bottlenecks
Software logistics
•Synchronized transport of ABAP, Java, .NET and C components
•Intransparency of transport situation
SAP Standards for E2E Solution Operations
Pain points are addressed by best practices
SAP standardizes E2E Solution Operations
SAP Standards for Solution Operations:
• Definition of support processes for
mission-critical operations
• Provide Best Practices and Implementation
Roadmaps
• Based on a general organizational model
• Trainings/Certifications are available
• Available for download at
http://service.sap.com/supportstandards
The standards allow to set up best-in-class operations
Run SAP
Implementation methodology for E2E Solution Operations
Run SAP is „ASAP for Operations“
It provides Best Practices, Content, Services, Training and tools for
the setup of E2E Solution Operations
Run SAP
SAP Standards for
Solution Operations
Define central E2E
operations tasks
Trainings &
Certification
Roadmap
Accelerate the
implementation of
E2E operations
Provide up-to-date
skills for the ecosystem
Services
Engage SAP experts to implement E2E solution operations
SAP Solution Manager
Provides the platform for E2E solution operations
Run SAP facilitates the implementation of
E2E Solution Operations
© SAP 2007
2008 / Page 10
SAP Solution Manager Enterprise Edition
Platform for Enterprise Support and Application Management
SAP Solution Manager Enterprise Edition provides
all capabilities and enables all services for SAP Enterprise Support
SAP Solution Manager Enterprise Edition
Requirements
 Reduces
Optimize
Design
Application
Management
Operate
Build & Test
Deploy
© SAP 2008 / Page 11
risk and lowers TCO
through standardized and integrated E2E Solution
Operations
 Optimizes business benefits
through a comprehensive and integrated quality
management process
 Leverages built-in innovation
by making innovation a non-event and protecting
existing investments
SAP Solution Manager Enterprise Edition
From Awareness to Action
SAP has compiled best practices for E2E Solution Operations based
on the experience from customer engagements over three decades.
SAP is aware of customer pain points.
Change
Management
Transparency on
Processes & Apps
Requirements
Solution
Updates
Optimize
Innovation
Management
Design
Application
Management
Problem
analysis
Monitoring
Integration
Testing
Build &
Test
Operate
Incident
Management
Pain points are addressed by best practices:
SAP Standards for E2E Solution Operations.
Deploy
Integration
Validation
Software
logistics
Implementation methodology for
E2E Solution Operations: Run SAP.
SAP Solution Manager provides all
capabilities for E2E Solution Operations.
Improvements of processes,
components and solutions
Maintenance of
SAP Solutions
Optimize
Root Cause
Analysis
Requirements
Application
Management
Monitoring of missioncritical processes
© SAP 2008 / Page 12
Innovation
Management
Design
Integration
Testing
Build &
Test
Operate
Incident
Management
Identification of critical
business processes
Deploy
Integration
Validation
Deployment of
solution updates
Application Management Lifecycle
SAP Solution Manager: Support Processes In Action
SAP Support
Services
Upgrade from R/3 to
SAP Business Suite
Improvements of processes,
components and solutions
Maintenance of
SAP Solutions
Root Cause Analysis
Identification of critical
business processes
Requirements
Optimize
Innovation Management
Design
Solution Documentation
incl. custom code
Build &
Test
Solution Implementation/
ASAP
Application
Management
Operate
Incident Management
Deploy
Monitoring of missioncritical processes
Integration Validation
Deployment of
solution updates
© SAP 2008 / Page 13
Integration Testing
Agenda
1. SAP Enterprise Support in a nutshell
2. Pain Points in Application Management and SAP‘s answer
3. SAP Solution Manager as key enabler for SAP Enterprise Support
SAP
ENTERPRISE
SUPPORT
SAP
© SAP 2008 / Page 14
Ent er pr ise
Suppor t
Application Management Processes
Requirements & Design Phase
Requirements &
Design Phase
Requirements
Optimize
Design
Application
Management
Build &
Test
Operate
Deploy
Identification of critical business processes
Identification and documentation of as-is critical business processes
for SAP solutions including partner components, custom code and
interfaces
Management of Innovation Requirements
Identification of business needs and preparation of realization via
collaborative processes. Business Blueprinting.
Manage continuous Innovation
Align new requirements with enhancements delivered by SAP and partners
Manage accelerated Innovation
Browse enterprise SOA offerings to build innovative applications
for new business processes
© SAP 2008 / Page 15
Application Management Processes
Identification of critical business processes
Solution
Documentation
Requirements
Mission-critical
support requires
comprehensive
documentation of
existing solution,
bus. Processes,
custom code,
interfaces, and
partner solutions
Identification of
core bus. processes
Automatic identification
of existing core business
processes
Adapt automatic
analysis result to
customer requirements
Identification of
potentially obsolete
objects
Identification of impacts
an upgrade or support
package installation can
possibly have on
custom developments
Usage analysis of
custom developments
Automatic mapping
against SAP standard
processes incl. bus.
processes, transactions,
and customizing objects
System landscape
documentation
Business Blueprint
creation
© SAP 2008 / Page 16
Adaptation of
bus. process hierarchy
Calculation of the effort
necessary for adjusting
the custom
developments
affected by an upgrade
or support package
installation
Completion of
solution documentation
Extend solution
documentation to
custom code, partner
solutions
Extend system
landscape
Assignment of
transactions, custom
development, partner
applications
Assignment of additional
documentation for
interfaces
Business Process
Monitoring &
Incident Mgt.
Change Impact
Analysis
after sol. updates
Readiness for missioncritical support from
SAP partners
Application Management Processes
Identification of critical business processes
Capability
Description / Customer Benefit
Solution Documentation
Assistant
•
Custom Development
Management Cockpit
•
Solution Documentation Assistant is SAP‘s new approach to
analyze customers’ systems automatically providing a full-scale
system usage report and customer core business process
models in SAP Solution Manager.
Executive Summary
Custom Development Management Cockpit is SAP´s new
approach to analyze customers´ system on custom
development, and to optimize upgrades to these developments.
Executive Summary
Executive Summary
Content: Standard SAP
processes
•
Central repository for all SAP standard processes.
Business Blueprint
•
Central repository for business process documentation
•
System Landscape
Maintenance
E-Learning Management
© SAP 2008 / Page 17
•
•
Detail presentation
Offline Demo
Detail presentation
Demo
Executive Summary
Documentation of custom code, partner solutions, …
Central overview and documentation of systems and their roles
in a solution context.
–
Creation and distribution of e-Learning materials in user-specific
learning maps
–
Application Management Processes
Identification of critical business processes
SAP Solution Manager supports the entire solution:
SAP solutions, custom code, partner solutions and other vendors
Other
Vendors
Other
Vendors
Support of non-SAP solution aspects
Other
Vendors
Partner
Solutions
• Solution documentation of custom code,
Partner
Solutions
Custom
Code
Custom
Code
Partner
Solutions
Custom
Code
SAP
(Business
Suite, …)
SAP
(R/3, …)
SAP Solution
Manager
SAP Solution
Manager
© SAP 2008 / Page 18
partner solutions and other vendors and
interfaces
• Usage analysis of custom developments in
an SAP system
SAP
(Enterprise
SOA
by Evolution
and Design)
SAP Solution
Manager
Enterprise Edition
• 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
Application Management Processes
Build & Test, and Deploy Phase
Build &Test, and
Deploy Phase
Requirements
Optimize
Design
Application
Management
Build &
Test
Operate
Deploy
Documentation of solution and custom code
Specification of custom developments and documentation of
developed code. Definition of unit test requirements for custom code
Solution implementation
Configuration of project scope. Adaptation of standard SAP process
documentation to custom solution. Definition of unit test requirements.
Integration Testing
Definition of integration testing requirements and test scope based on change impact
analysis. Development of automatic and manual test cases. Management of testers
and comprehensive reporting of test progress and results
Deployment of solution updates
Synchronized propagation of technical objects from the development to the production
environment across the technology stack
Integration Validation
Systematic analysis of the potential impact of solution updates on
key solution performance indicators like stability and performance
© SAP 2008 / Page 19
Application Management Processes
Operate Phase
Requirements
Optimize
Operate Phase
Design
Application
Management
Build &
Test
Operate
Deploy
Monitoring of mission critical processes
Continuous control of mission critical processes, interfaces,
components and jobs based on business driven KPI’s
Incident Management for the entire solution incl. partner
Integrated solution-oriented incident management from customer to SAP and
Partners via the SAP Support Backbone backed by SLAs
Root-Cause Analysis across the technology stack
Technology independent isolation of problems within a solution context based on a
unified SAP analysis framework
© SAP 2008 / Page 20
Application Management Processes
Optimize Phase
Requirements
Optimize
Optimize Phase
Design
Application
Management
Build &
Test
Operate
Deploy
SAP Support Services
Comprehensive management of SAP Support Services from automatic
alerting of service requirements to delivery and follow-up. Specific focus
on CQCs and Support Advisory
Maintenance of SAP Solutions
Life-cycle management of corrective software packages from discovery and
retrieval to test scope optimization and optional automatic deployment into
the production environment
Improvements of processes, components and solutions
Workflow-based management of business and technology driven changes with integrated
project management and synchronized deployment capabilities
Upgrade from R/3 to SAP Business Suite
Comprehensive project support for a
SAP R/3 – SAP Business Suite transition
© SAP 2008 / Page 21
SAP Solution Manager Release Strategy
SAP Solution Manager is SAP’s standard platform for application
management and E2E Solution Operations.
SAP has moved away from the annual release cycle of SAP Solution Manager
•
•
There will be no new SAP Solution Manager release before 2009
To provide optimum support for E2E solution operations all customers will be entitled to receive the
SAP Solution Manager Enterprise Edition from July 1st 2008
SAP recommends to its customers to move to SAP Solution Manager Enterprise Edition
because this release is SAP‘s application management solution of choice.
Mainstream Maintenance
2003
2004
2005
2006
Jul
2007
2008
Customer-specific
maintenance
2009
Mar
Rampup
Customer-specific
maintenance
Mainstream Maintenance
Mar
SAP Solution Manager 3.2
Rampup
Mar
SAP Solution Manager Enterprise Edition
2010
2011
SAP Solution Manager –
Adaptability and Extensibility
Extensions
SAP Test Data
Migration Server
SAP Test Accelarator
and Optimizer
Requirements
SAP Solution Manager –
Enterprise Edition
Optimize
Application
Management
Design
Build &
Test
Operate
Deploy
Adapters
SAP Solution Manager
Adapter for SAP Quality
Center by HP
Process Scheduling
Adapter for SAP Solution
Manager
SAP ProductivityPAK by
RWD Adapter for SAP
Solution Manager*
Third-Party Applications
SAP Quality Center by
HP
SAP Central Process
Scheduling by
Redwood
SAP ProductivityPAK
by RWD
*: planned
© SAP 2008 / Page 23
Innovation in SAP Solution Manager Enterprise
Edition in 2008
Change Management
SAP Collaboration
Service Content Updates
Assigning Structure nodes to Change
Procedures
Management of Custom Code
Retrofitting Transports
Custom Code Management Cockpit
Displaying and Printing Digitally-Signed
Documents
Transparency on Processes & Apps
Solution Updates
Requirements
Maintenance Optimizer for Enhancement
packages
Problem analysis in complex &
diverse technology stacks
Optimize
Design
Application
Management
Full coverage of all mainstream SAP
products
E2E Trace for SAP GUI
Solution Documentation Assistant
Template Management
Innovation Management
Quality Management
Build &
Test
Operate
End User Experience Monitoring
Integration Testing
Test Workbench Enhancements
Risk based testing
Deploy
Incident Management
Monitoring & System Administration
Integration Validation
Manage job scheduling with Job Request
End User Experience Monitoring
Job Import into Job Documentation
© SAP 2008 / Page 24
Software logistics
2008 developments for SAP Solution Manager
Highlights
Cross topics:
 Run SAP Roadmap Version 2
 Set-up simplification – one guided
procedure for solution manager basic
configuration including E2E Diagnostics
Available Work Centers
 System Administration
 System Monitoring
 Incident Management
 Job Scheduling Management
 Business Process and Interface Monitoring
 Root-Cause Analysis
 Solution Documentation
© SAP 2008 / Page 25
 Service Delivery
 Change Management
 Solution Landscape and Operations Setup
 Implementation & Upgrades
 Setup
 Test Management
2008 developments for SAP Solution Manager
Solution Updates
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Maintenance Optimizer (Enhancement)


Supporting the upgrade to SAP ERP 6.0
Supporting the Software Lifecycle Manager (SLM) with Maintenance Optimizer

Service for HR customers will be informed about the release dates of new legal changes packages.
* planned for Q4/2008
© SAP 2008 / Page 26
2008 developments for SAP Solution Manager
Transparency on Processes & Apps
Change Management
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Solution Documentation (Enhancement)*


Support documentation of customer solutions in order to fulfill the Solution Documentation Standard
Managing composites and customer specific extensions
Solution Documentation Assistant


Evaluation of SAP business processes
Preparation for fulfilling Solution Documentation standard
Project Structure (Enhancement)


Insert structure item from projects or solutions as shortcut
Locking and Unlocking Structure Nodes, Tab Pages, Attributes
Assigning Structure nodes to Change Procedures (Enhancement)


Assign structure node from projects
Assign structure node from solutions
Template Management (Enhancement)*



Consistent Handling of Business Processes during the whole life cycle
Support versioning, comparison and adjustment capabilities
Central repository for customer specific business processes
Displaying and Printing Digitally-Signed Documents (Enhancement)
© SAP 2008 / Page 27
* planned for Q4/2008
2008 developments for SAP Solution Manager
Innovation Management
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Test Management *


Ensure test coverage by performing a business process change analysis
Test scope identification
Test Workbench (Enhancements)

Release Status Schema
 Test Sequence
 Test Assignment at Test Case Level
 User Check on a Test Plan
 Workflow
 BI Reporting on Test execution
* planned for Q4/2008
© SAP 2008 / Page 28
2008 developments for SAP Solution Manager
Quality Management
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Change Management Enhancements





Track synchronization*
Simplification of configuration and usage*
Completing Project Cycle
Application Log Integration
Retrofitting Transport Requests
* planned for Q4/2008
© SAP 2008 / Page 29
2008 developments for SAP Solution Manager
Problem analysis in complex & diverse technology stacks
Monitoring & System Administration
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Manage job scheduling with Job Request:

Integrated process from job request over Service Desk to job documentation and Business Process Monitoring
Central Job Scheduling:


Job documentation in SAP Solution Manager integrates with standard SM36 as well SAP Central Process Scheduling by
Redwood
Display job status and job log of connected remote systems
Job Import into Job Documentation:

Search for jobs in remote systems
 Automatic creation of a job documentation
 Automatic import of job schedule parameters into documentation
Business Process & Interface Monitoring (Enhancement) * :




Enhancement of BI Trend Analysis
New Monitoring Objects for ERP Logistics
New functionalities for Interface Monitoring (XI, tRFC)
New Data Consistency Collectors and Toolbox
SAP Diagnostics (Enhancement) *:




Full coverage of all mainstream SAP products
E2E Trace for SAP GUI
End User Experience Monitoring
E2E Alerting (Pilot phase)
* planned for Q4/2008
© SAP 2008 / Page 30
2008 developments for SAP Solution Manager
Quality Management
SAP Collaboration
Requirements
Design
Build & Test
Deploy
Operate
Optimize
Quality Management*

Provide one comprehensive view on a project / release plan with all quality gates and their associated activities and
issues

Provide one view on the transport landscape with all quality gates / test management activities and their status with
respect to the transport activities
Service Content Update*


EarlyWatch Alert for Solutions and Going Live for Solutions
Automatic Update of Service Content for onsite services
Management of Custom Code*




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
* planned for Q4/2008
© SAP 2008 / Page 31
Getting started with SAP Solution Manager
Enterprise Edition
Licensing:


All SAP Solution Manager customers are automatically licensed for SAP Solution Manager Enterprise Edition
Third party adapters and Service Desk XT are NOT included in SAP Solution Manager Enterprise Edition
Technical prerequisites:


SAP Solution Manager 7.0 SPS 15 is installed
For Solution Documentation Assistant, SP 16 is required
Activating SAP Solution Manager Enterprise Edition:



Download SAP Solution Manager Enterprise Edition Add-On from SAP Service Marketplace Software distribution center
(http://service.sap.com/swdc - Download - Installations & Upgrades – Entry by Application Group - SAP Technology
Components - SAP SOL. MGR. ENTERPRISE ED.
Install the SAP Solution Manager Enterprise Edition Add-On (see SAP Note 1109650 )
Activate SAP Solution Manager Enterprise Edition (see SAP Note 1140258)
Online Help:

Available on the SAP Help Portal – SAP Solution Manager 7.0 – Enterprise Edition is listed as last navigation item inside
the SAP Solution Manager 7.0 help.
Learning Maps:

Available at http://service.sap.com/rkt-solman - SAP Solution Manager Enterprise Edition
Additional Information:


For customers: http://service.sap.com/enterpriseedition
Internally: https://portal.wdf.sap.corp/irj/go/enterpriseedition
© SAP 2008 / Page 32
SAP Solution Manager Enterprise Edition
Summary
•
Protects investment while stimulating innovation
•
Enables integrated solution lifecycle management
•
Leverages industry-leading standards for operations
•
•
•
Provides consistent quality management process across
all technology stacks & code bases, for the entire SAP
platform
Supports mission-critical operations
Manages the fast pace of innovation & integration and the
total cost of operation for customers
Resulting in continuous improvement and successful
solution operations at lower risk & cost
© SAP 2008 / Page 33