Architecture of the R/3 System
Chapter 14
Problems of Enterprise-Wide
Computing
• Slow response time during peak traffic
loads
• Different time zones, systems, upgrades
• Heterogeneous database problem
• Multiple platforms
R/3 and Enterprise Computing
• Development of “middleware” enables portability
across platforms
– Technologies include:
• Db replication, messaging, XML, remote procedures
• R/3 supports:
–
–
–
–
TCP/IP
RFC
SQL & ODBC
OLE, MAPI, EDI
R/3 Server Installations
• 3-tier C/S preferred
– Homogeneous - same OS on one or more
platforms
– Heterogeneous - a variety of platforms ex.
UNIX, NT, Windows on application server
• UNIX with Oracle, Informix, DB2 on db server
– R/3 solves the distributed multiple
heterogeneous platform problem with
“middleware”
Benefits of Multiple Application
Servers
• An alternate server can be automatically
selected if one is unavailable
• “Load balancing” of clients to least busy
server
• Can optimize queries and reduce load on db
server to improve response time
• Because it is scalable, servers can be added
as more processing capability is needed
C/S Scenarios
• Centralized host computer performs all tasks
including db, applications, and presentation
• 2-tier C/S - db server is separate from “thick
client” which processes apps and presentation
• 3-tier C/S - separate systems for db, apps, and
presentation (preferred by R/3)
• N-tier C/S – extension using servers on Internet
SAP R/3 Basis System
Hardware
UNIX Systems
Bull
IBM
Digital
SNI
HP
SUN
Operating
AIX
Systems Digital UNIX
SINIX
SOLARS
AT&T
Bull/Zenith
Compaq
Data
General
HP (Intel)
IBM (Intel)
Sequent
SNI
...
Windows NT
IBM
AS/400
OS/400
HP-UX
Databases
Dialog
SAP-GUI
ADABAS D
DB2 for AIX
INFORMIX-OnLine 7
ORACLE 7
ADABAS D
MS SQL Server 6.0
ORACLE 7
Windows 3.11, Windows 95, Windows NT, OSF/Motif,
OS/2-Warp, Macintosh
Languages
ABAP/4, C, C+ +
DB2/400
Windows 3.11,
Windows 95,
Windows NT,
OS/2-Warp
R/3 Middleware Transfer
Protocols
• Front-end (presentation tier)
– R/3 GUI uses resident OS resources to cut flow
of data to 1-2 KB
– whole screens are not passed but only logical
control information and user inputs
• DB interface (between app and db servers)
– SAP SQL within ABAP/4 environment
– then translates queries into “native” SQL
More Middleware Functions
• Interprogram communications
– synchronous vs. asynchronous
• Synchronous uses CPI-C, from IBM in the late ’80s
– RFC/RPC libraries and DLLs to call R/3
functions/modules
– SAP is closely aligned with COM from MS
• Transaction management
– ALE -distributes db availability to several sites
• routes data, maintains security
• creates IDOC master which contains info about the data
• SAP experimenting with XML for internal messaging
Application Linking & Enabling
(ALE)
• Allows users to set up applications and
databases at distributed locations
• Not only routes data, but knows what data
are needed in given situations; “intelligent
middleware”
– ALE checks for consistency of data, updates
– uses IDOCS to send message between loosely
coupled systems, with possibly dif. R/3 ver.
– Asynchronous RFC means if system is down on
target it will retry again
R/3 Distribution Scenarios
• Initially, R/3 was designed with one
centralized db in mind (from late ’80s)
• ALE technology was developed to enable
different integration scenarios
– Contained in Business Blueprint
•
•
•
•
Centralized, integrated DB and application server
Centralized by module on servers
Completely decentralized R/3 with central db
“Next Generation” architecture
DEV
QAS
PRD
CUST
TEST
SAND
QTST TRNG
QTST
System Landscape for SAP R/3 Implementation
Next Generation ERP
Architecture
• What is Internet ERP?
– N-tier
– EC, K Mgt, CRM, data mining, DSS, BI functionality
on top of back office
– Integrated tools include
•
•
•
•
•
•
BW with OLAP
APO
Sales Force Automation
CRM
B2B
SCM
Enterprise Application
Integration (EAI)
MS Office
Visual Basic
DW environments
Java
EAI Server
CRM, etc
Legacy Applications
ERP Applications
NetWeaver Adoption
• SAP anticipates that NetWeaver will redefine the
company in a global manner
– About 3000 of more than 24,000 potential companies
have put some portion of NetWeaver into play
– Early stage of maturity
– IBM and MicroSoft supporting NetWeaver
– SAP committed heavily to grow this in 2004 and 2005
NetWeaver Components
•
SAP NetWeaver 2004 Synchronized Release as a single
package
–
–
–
–
–
SAP WAS 6.4
SAP EP 6.0
SAP XI 3.0
SAP BW 3.5
SAP MI 2.5
•
•
(SAP MDM limited usage at this point)
All sold and shipped together and can be installed in one
procedure
–
–
Still possible to run individually
Ramp up was April 2004
SAP MI
SAP NetWeaver™
PEOPLE INTEGRATION
SAP BI
Multi channel access
…
Collaboration
INFORMATION INTEGRATION
Bus. Intelligence
Knowledge Mgmt
Master Data Management
PROCESS INTEGRATION
Integration
Broker
Life Cycle Mgmt
SAP WAS
Composite Application Framework
Portal
SAP XI
SAP EP
Business Process
Management
SAP MDM
APPLICATION PLATFORM
J2EE
ABAP
DB and OS Abstraction
Evolution of SAP App development
•
•
•
•
•
•
•
ABAP & SAP Basis
Open SQL
RFCs/BAPIs
ALE & IDocs
Report Writer/Query
Dynpro, SAP GUI
ABAP Workbench
WAS and Java
Open SQL for ABAP & Java
Web Services/WSDL
XI, MDM, and XML
SAP BI
Web Dynpro, EP, MI
NetWeaver Developer Studio
mySAP.com
Application Hosting Alternative
• Application Service Providers (ASPs)
integrate and combine
• Evaluation
• Implementation
• Operation
• Service & Support
• Service offering for all kinds of outsourcing
levels such as
• Business Operation Services
• Application Management Services
• Platform Services
mySAP.com
Application
Hosting
Applications Management
Enterprise ASP Spending
30.0
25.0
2500
20.0
2000
$ Million
$ Billion
$2 BILLION
15.0
10.0
5.0
1500
1000
500
$150 MILLION
0.0
1996
2001
Source: G2
0
1999
2003
Source: IDC, 1999
• Analysts expect explosive growth in both
sectors over next four years
• Primary Lead Market: US
• Secondary Lead Market: Europe
mySAP.com
Application Hosting
Evaluation
Evaluation
Continuous
Improvement
Cont. Improvement
Implementation
Implementation
Test Drive Your
Solution Online
We Host Your
Solution Online
Compose Your
Solution Online

Financial Application
Services

HR Application Services
We Build And Host Your
Business Community /
Marketplace Online
We Implement Your
Solution Online
SAP
Partners + SAP AH
SAP & Partners

Industry Marketplaces

Enterprise-specific
Marketplaces
SAP’s Portal Play
• 3rd party services
• More than 40 partners
• Added value for business
professionals
• Highly Personalizable
Growing Importance of CRM
•Based on a recent GartnerGroup survey (Aug 2000) on customer
service e-tailing sites, there are many potential areas for improvements.
Some are simple; others require significant investments in people,
processes and technology. Here are the top-10 pitfalls:
•1. Requiring a password to access customer service
•2. Lack of a customer service tab
•3. Lack of search engines for general customer service
•4. Lack of a site map
•5. Lack of internationalization
•6. Lack of agent support for new channels
•7. Lack of working channels
•8. Lack of good customer service on the phone
•9. Lack of coordination between click and brick
•10. Requiring software download for access
CRM Has Many Components
• Database Marketing
One to One Marketing
• Customer Care
Sales Force Automation
• Telemarketing
Direct Mail
• Marketing Automation
Relationship Marketing
• Enterprise Relationship
Customer Data Warehousing
• Customer Intimacy
Customer Segmentation & Analytics
Front Office
•
Technology Enabled Relationship
Migrating to a New Model
Prior View
Future View
• Transaction Driven
• 1-800 Access
• Limited
Availability
• Stand Alone Units
• Technology
Constrained
• Limited
Capabilities
• Cost Centers
•
•
•
•
•
•
• Call Centers
Customer Driven
Multi-Media Access
Anytime Availability
Fully Integrated
Technology Enabled
Enterprise
Capabilities
• Profit Centers
• CRM Centers
eCRM Technology Architecture
Integrated Touchpoints
Customer/
Prospect/
Employee
Touchpoints
•Paper • Electronic • Fax
TELEPHONY
SELF SERVICE
FACE-TO-FACE
MAIL
• Handhelds • Tablets
• Web
• Kiosks
• ACD
BACK OFFICE
FRONT OFFICE
Marketing Workbench
Business
Applications
• Database Marketing
• Data Mining
Sales Workbench
• Opportunity
Management
• Proposal Generation
• Campaign
Management
• Marketing
Encyclopedia
• Content Management
• Interactive Marketing
• Management Analytics
• Configuration &
Pricing
Service Workbench
• Case Management
• Help Desk
Order
Management
Distribution
& Logistics
Manufacturing
Procurement
Finance,
Accounting,
HR
Billing
• Dispatch
• Management Analytics
• Routing
• Tele Sales
• Scheduling
• Management Analytics
• Spare Parts Inventory
FRONT OFFICE
Data Stores
BACK OFFICE
DATA WAREHOUSE & OPERATIONAL DATA STORES
Leads
• VRU
Opportunities
Customers
Interactions
eCRMLive
• Located in PricewaterhouseCoopers’ CRM Solution
Centers, Rosemont, IL, and Philadelphia, PA,
eCRMLive demonstrates the successful deployment
of best-in-class multi-media customer contact
solutions.
Specialist
Customer
Call Routing
VRU
Available CSR
E-mail
Supervisory Functions
Telephone Call
Queue and
Capacity
Monitoring
Switch/ACD
CTI
Middleware
Web
Self-service &
Collaboration
Workforce
Management
Case Management
Internet
Relationship
Marketing
Content
Management
Legacy
Database
Customer
Database
SFA
eCRM Vendors
Vendor
Demonstrated Functionality
BroadVision
Web Personalization
CenterCore
Call Center Furniture
CNT
Legacy Middleware Integration
Compaq
NT servers and Desktop PCs
Genesys
Computer Telephony Integration, E-Mail
Grahl
Ergonomic Call Center Seating
Avaya
Switch/ACD, Internet Telephony Gateway,Internet Call Center,
Call Management Server, Telephones & Headsets
Microsoft
Microsoft ASP
Nuance Communications
Speech Recognition
Siebel Systems
Customer Service and Support Application, Sales
ForceAutomation
Sun Microsystems
Unix Servers
Symon Communications
Reader Board Messaging
Vignette
Web Content Management
Cisco
Web Collaboration/Integration
Xchange
Campaign Management
Aspect Communications
Workforce Management