SAP S/4HANA, Private Cloud Edition
Roles & Responsibilities Summary
S/4HANA GTM & Solution Management
SAP S/4HANA, Private Cloud Edition
Roles and Responsibilities Summary (link to more detailed information, contract required).
Brownfield &
Greenfield*
Business blueprint, conversion/data
migration, custom code (new/adoption), IMG
configuration, user concept, testing…
** An SAP release upgrade is
multifaceted.
Additional Application Management Services
Optional,
partners | SAP
e.g. functional support, custom code
maintenance, maintenance services,
application performance tuning, user roles &
profiles maintenance…
An SAP version upgrade consists
of technical tasks which need to
be performed by PCE and are
included in the service package.
Additional Technical Services (non-recurring)
Additional CAS
by SAP, partly
by partners
e.g. pre- and post-processing of system
refreshes, client copies, performance and
benchmark service,…
There are also activities of a
release upgrade that are typically
done by the customer but can be
provided by CAS
Release upgrades**
Optional, SAP
and partners
e.g. planning, customer workshops, project
management, technical upgrade+, functional
adoption, custom code adoption, testing,…
Advisory & Implementation Services
Standard Application Management Services
Partners | SAP
SAP Technical Managed Services
Infrastructure, Operating System and
Database Management
Technical Setup
S/4HANA,
private cloud
edition
e.g. pro-active monitoring, transport
management (setup & ongoing), EWA
analysis (application specific, check for
software updates)
e.g. technical updates (patches, FPS),
technical troubleshooting, maintenance of
SAP standard jobs,…
e.g. backup/restore, monitoring, security,
network maintenance, system
startup/shutdown, user and access
management,…
e.g. system provisioning, network setup
incl. VPN/MPLS/Cloud Peering,…
Upgrade service is limited to One
(1) version upgrade per SID
(system ID) per Twelve (12)
month contract duration;
additional requests beyond the
annual limit are billable.
* For Greenfield
implementation please also
consider S/4 HANA Cloud
Key
According to Roles &
Responsibilities catalog
Blue: SAP
Orange: partner and/or customer
+ SAP Only
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For more information: SAP S/4 HANA Private Cloud Edition Service Description Link
2
SAP S/4HANA, Private Cloud Edition
Services Included
Application Infrastructure
Infrastructure
Infrastructure Operation
Cloud Operations
Base Infrastructure
Infrastructure | Network | Technical Basis Ops | OS & HANA DB Ops
Service Management
• Account
Management
• Event Detection and
Notification
(Monitoring)
• Incident
Management
Basic Operations
• System startup/shutdown
• System Installations
• HA / Disaster Recovery
•
•
•
General NetWeaver Housekeeping
Client Operations (Copy/Export)
System Copies
Database (HANA)
• Database Management
• Patching / Upgrades
Change Control
Security
• SAP Patching
• Database Patching
• Hardware/OS
Patching
• Physical Site
Security
• Network Security
• OS & Database
Security
• Antivirus &
Antimalware
• IPS/IDS
• Data Encryption
• Access
Checks/Audits
Infrastructure
•
•
•
•
Physical Site Management
DC Network Management
Hardware Operations
Storage Management
•
•
•
•
Operating System
Backup/Restore
Server Provisioning
Server Management
Partner services
Additional technical services
Application Managed Services & implementation
• Pre- and post-processing for system refresh
• Transport management, Fiori configurations
• Functional Application Support
• Implementation services
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See also Cloud Services Specifications for S/4H PCE on SAP Agreements
3
SAP S/4HANA, Private Cloud and Extended Edition
High-Level Comparison (internal use recommendation)
Role & Responsibility Area
Extended Edition
Private Edition
Greenfield
Brownfield &
only
greenfield
Additional Application Management Services
Optional,
SAP or partners
Optional,
partners | SAP
e.g. functional support, custom code
maintenance, maintenance services,
application performance tuning, user roles
& profiles maintenance…
Additonal Technical Services (non-recurring)
additional EMS
delivered by
SAP
Additional CAS
by SAP, partly
by partners
e.g. pre- and post-processing of system
refreshes, client copies, performance and
benchmark service,…
Release upgrades
Optional, SAP
and partners
e.g. planning, customer workshops, project
management, technical upgrade, functional
adoption, custom code adoption, testing,…
Standard Application Management Services
Partners | SAP
Advisory & Implementation Services
Business blueprint, conversion/data
migration, custom code (new/adoption),
IMG configuration, user concept, testing…
e.g. pro-active monitoring, transport
management, EWA analysis (application
specific, check for software updates,…
SAP Technical Managed Services
e.g. technical updates (patches, FPS),
technical troubleshooting, maintenance of
SAP standard jobs,…
Infrastructure, Operating System and
Database Management
e.g. backup/restore, monitoring, security,
network maintenance, system
startup/shutdown, user and access
management,…
Technical Setup
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FOR THIS
SLIDE - INTERNAL USE RECOMMENDATION
S/4HANA
Cloud,
extended
edition
S/4HANA,
private cloud
edition
e.g. system provisioning, network setup
incl. VPN/MPLS/Cloud Peering,…
Key Blue: SAP, Orange: partner and/or customer
according to SAP Roles & Responsibilities catalog
4
SAP S/4HANA, Private Cloud Edition
Managed Services – Service Catalog
S/4HANA, private cloud edition
Partner/Cloud Application Services
SAP Cloud delivery specialists operate
your infrastructure
Business
Process
S/4HANA, private cloud edition
Cloud Services
Business Strategy
Business Process
Basis, Functional & Development
Support
Monitoring, patching, updates, and maintenance
of the specific OS
HANA Database Platform Operations
space management, revision management,
security management, HW configuration
management, backup & recovery, change
management coordination
Application Management
Application Operation
Incident Management | Problem Management |
Change Management | Request Fulfillment |
Event Management | Service Level Management
Included CAS Services
Infrastructure
OS Management
Application
Infrastructure Operations Management
Monitoring, patching, software updates &
maintenance up to the OS Layer
Partner or SAP CAS specialists help you to
support and improve your applications
Infrastructure Operations
Base Infrastructure
Initial Fiori Launchpad Configuration | Security
Management (identify very high and high prio
security notes) | Certificate Handling | SAP Best
Practices activation
Health
check services, system
monitoring, capacity management
SAP
Technical Application Basis
Operations (incl. SAP Basis)
Monitoring, Troubleshooting – Incident
Management Level 2 and 3, Patch Management,
Housekeeping, Backup/ Recovery
© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ CUSTOMER
See also Cloud Services Specifications for S/4H PCE on SAP Agreements
and Roles & Responsibilities catalog
5
Appendix
S/4 HANA, private cloud edition ... Handover to Delivery Summary
•
It is essential to achieve detailed information transfer from you to deliver the
requested system environment
•
SAP Sales will send an associated information checklist to you following contract
signature
•
It will be requested that you provide the detailed information within a defined time
period (in line with the Committed Delivery Date which is defined during the CDD
process)
•
SAP Delivery can start setting up the environment based on following information:
•
Installation number
•
S-user for the delivery team
•
SIDs for the systems
•
Network details (WAN and LAN, e.g. IP ranges, DNS details)
•
Contacts
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Delivery
Handover
• SAP Team works with
ECS delivery, CEE and
the partner to handover
customer status
7
S/4 HANA, private cloud edition ... MORE on Handover to Delivery
• Installation number – will be provided by SAP to customer after contract is signed
Delivery
Handover
• S-user – for the operations team; customer creates it under the S/4HANA, private cloud edition installation
number
• SIDs for all systems – even for Cloud Connector. Customer can also decide to use predefined SIDs
• IP range for the primary location – /24 or /22 segment (depends on the infrastructure provider) and an
additional /27 range for backup
• IP range for the disaster recovery location – in case customer bought disaster recovery services, same as
above
• WAN connection details –VPN questionnaire / MPLS the transport IP range / SAP Cloud Peering: location,
provider, amount of 100Mbps packages and additional SAP Cloud solutions connected (if there are any).
Hyperscaler direct connections: details needed e.g. on Microsoft Express Route or on AWS Direct
Connect.
• DNS configuration: a subdomain in customer’s owned domain (must be *.hec or*.sap.[customer].*) and
customer’s on premise primary and secondary dns server IP addresses are needed.
• Contact details (name, phone and mail): customer project manager, customer SAP basis contact, customer
network expert, customer dns expert, customer migration/transition expert, partner/SI contact
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S/4HANA, private cloud edition
Additional Services for Customer and/or Partners 1/5
Following services should be considered on top of an S/4HANA, private cloud edition
Service
Remark
Identifier in R&R
Check for SAP software updates (SAP Support
Packages, SAP kernel updates)
twice (2) per year, as part of EarlyWatch Alert analysis
BASIC_1.5.12
Implement SAP Notes and other types of manual
corrections in managed system to fix application
related issues
Related to Fiori enablement, security notes &
FPS/SPS implementation only.
BASIC_1.5.03
Version upgrade of SAP Software: Upgrade
planning and coordination
For FPS/SPS implementation for SAP NetWeaver
based systems only. Limitied to one (1) SPS or FPS
update and to one version upgrade per year.
BASIC_1.1.01
Version upgrade/update of SAP Software: Pre- and
Post BASIS Tasks
Examples for this service include, run simplification
check; unlock objects; remove inactive objects;
implement upgrade related notes; run modification
adjustment for technical issues.
BASIC_1.5.22
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See also Cloud Services Specifications for S/4H PCE on SAP Agreements and Roles &
Responsibilities catalog
9
S/4HANA, private cloud edition
Additional Services for Customer and/or Partners 2/5
Service
Remark
Identifier in R&R
Execute application related technical tasks as part
of Release and Change Management (e.g.
application testing, adjustments, content/functional
activation)
For FPS/SPS implementation for SAP NetWeaver
based systems only. Limitied to one (1) SPS or FPS
update and to one version upgrade per year. Limited to
execution of adjustment in SPDD/SPAU for SAP
objects. Customer objects in SPDD/SPAU require
customers decision during execution. Application,
integration acceptance as well as regression testing,
adjustments of implemented processes, UI's and
integrations and release approval for transport remains
customer responsibility or separate project tasks for
the partner.
BASIC_1.5.08
Innovation workshop for software version validation
one (1) workshop per year on a remote delivery basis.
The Innovation workshop assists with proper planning
of an SAP S/4HANA, private cloud edition version
upgrade.
CAS_1.2.09_EX
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S/4HANA, private cloud edition
Additional Services for Customer and/or Partners 3/5
Service
Remark
Identifier in R&R
Analysis of EarlyWatch Alert reports for systems
operated in cloud. Provide recommendations for
changes related to SAP application (outside
technical operations scope of standard service)
Performed only for productive systems, twice (2) per
year, as part of EarlyWatch Analysis
BASIC_1.7.09
Regularly check fastest growing tables in the SAP
system and provide recommendations for archiving
or reorganization
Twice (2) per year, as part of EarlyWatch Alert
analysis.
TO_NWABAP_1.
1.25
Create RFC connections within the SAP S/4HANA,
private cloud edition solution landscape (Fiori,
gateway server)
Related to SAP S/4HANA, private cloud edition
solution landscape only.
TO_NWABAP_1.
1.19
Maintain SAP transport management system and
configure transport routes and any further
configuration (automatic import, scheduled import
etc. )
Only for SAP NetWeaver ABAP systems that are part
of the S/4HANA, private cloud edition itself, not for the
entire HEC customer landscape; includes One (1)
customer client per system, CTS+ configuration not
included.
TO_NWABAP_1.
5.11
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S/4HANA, private cloud edition
Additional Services for Customer and/or Partners 4/5
Service
Remark
Transfer and release of transport orders
Execute transports to move objects between SAP
systems
Identifier in R&R
TO_NWABAP_1.
5.02
Related to Fiori enablement, security notes &
FPS/SPS implementation only.
Adjustment of repository objects as part of software
changes
TO_NWABAP_1.
5.03
TO_NWABAP_1.
5.08
Configuration - On-premise resources (OData
services) customer wants to use in SAP Cloud
Platform (SCP)
SAP Forms by Adobe (Adobe Document
Services/ADS) only: Create destination for ABAP
backend system (Mapping virtual to internal system);
Configure accessible resources /sap/bc/fp and
/sap/bc/fpads
TO_SCC_1.1.04
Configuration – HANA XS Engine Web dispatcher
Includes SSL configuration and certificate handling and
is limited to technical Fiori Launchpad enablement
only.
TO_FIORI_1.1.05
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12
S/4HANA, private cloud edition
Additional Services for Customer and/or Partners 5/5
Service
Remark
Identifier in R&R
Re-enable Fiori launchpad including all required
connectivity setup
Limited to one (1) example Fiori app per S/4HANA
system according to requested application type; SAP
Standard procedure includes Fiori launchpad
enablement for one client per S/4HANA system. Fiori
Launchpad will be made available over Loadbalancer,
if exist and configured.
TO_FIORI_1.1.06
Establish trust relationships between SAP NW
ABAP systems
Performed for Fiori launchpad enablement only.
TO_NWABAP_1.
6.03
Establish trusted connections from Web Dispatcher
to Gateway, backend system (e.g. S/4HANA) and
HANA XS engine of backend system
Related to Fiori enablement only.
TO_FIORI_1.1.08
SAP Forms by Adobe (Adobe Document
Services/ADS): Testing
FP_PDF_TEST_00;
FP_CHECK_DESTINATION_SERVICE; FP_TEST_03;
FP_TEST_IA_01;
FP_CHECK_HTTP_DATA_TRANSFER
TO_ADS_1.1.01
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S/4HANA, private cloud edition
Optional Services for Customer and/or Partners Overview

On top of the additional services, Partners can offer/Customers should consider
additional functional application management services (AMS).

These set of services can include all the services from the R&R document with
category „Cloud Application Services (“CAS“) / Can be performed by customer.“

Additionally, some of category „Excluded Tasks“ can be taken over by Partner
and/or, however, keep in mind, that those services are either fully in customer‘s
responsibility or are typical consulting tasks.

Generally, there are reactive and proactive services, which can be tailored
according to you needs

Lets take a look on following slides and section „G – Cloud Application Services“
in the R&R document.
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S/4HANA, private cloud edition
Optional Services for Partners and/or Customers: Reactive Services
Service
Remark
Incident Management: Troubleshooting of functional incidents
in SAP applications
Incidents reported by customer
Problem Management: root cause analysis and resolution of
problems in SAP applications
In case of configuration/usage issues – in case of software bugs,
re-route the issue to SAP support, if cannot be solved by you
Service Request Fulfillment: Perform Service Request
Fulfillment for functional tasks in SAP applications
On customer request, e.g. adjusting tax keys
Event Management: Monitor functional event types in SAP
applications
On customer request, e.g. during critical periods like quarter end
closing
Change Management: Changes of functional configuration in
SAP applications
e.g. for smaller customizing/configuration changes, custom code
adjustments
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S/4HANA, private cloud edition
Optional Services for Partners and/or customers: Proactive Services
Service
Remark
Continuous Operations
Performance benchmark, performance optimization
Extended Application Security Operations
To cover advanced and/or application-specific security tasks, e.g.
security risk check, audit readiness check, interface security,...
Managed Operations Control Center
Central system health and customer application monitoring
Test Management and Execution
Application related e.g. after updates, upgrades, changes,…
Deployment Management
Release Strategy, Release Planning and Execution, Solution
Manager - ChaRM
Operations Improvement
Continuos improvement of application operations, based also on
customer‘s feedback
Business Improvement
Make suggestions to customer on how to improve business
processes, business roadmap
Data Integration & Lifecycle Management
Data Lifecycle Management, Data Integration, Data Quality
Management, Data Environment Health Check
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