Annex 4
UNRWA ERP Project
Operation Procedures
The information contained in this document is proprietary. Copyright © 2011 Capgemini. All rights reserved
Operation Procedures
VERSION CONTROL AND CHANGE HISTORY
Date
Version
Author
Description
15/11/2014
V1.0
Initial release
22/12/2014
V1.1
Document updated with other procedures and David
feedback
REVIEW AND APPROVAL
Name
Company / Title
Capgemini SAP Tech Service Manager
Capgemini Quality Assurance
UNRWA Technical Infrastructure Stream
Leader
UNRWA ERP Director
Document
Version
Signature
Date
V1.0
V1.0
V1.0
V1.0
DISTRIBUTION
Name
Company / Title
Document Version
Date
SOURCE FILE LOCATION
Source File Location
Refeference:
Access
Version: 1.1
Responsible
Date: 2014 12 22
pag. 2 of 24
Operation Procedures
TABLE OF CONTENTS
1.
INTRODUCTION....................................................................................................................................... 5
2.
ROLES INVOLVED .................................................................................................................................. 6
3.
INCIDENT MANAGEMENT ...................................................................................................................... 7
3.1
3.2
4.
Assumptions, constraints and naming convention ........................................................................ 7
3.1.1
Working time ................................................................................................................................ 7
3.1.2
Service Scope .............................................................................................................................. 7
3.1.3
Incident classification ................................................................................................................... 7
3.1.4
Incident Request Form ................................................................................................................. 7
3.1.5
Incident Log.................................................................................................................................. 8
Workflow .............................................................................................................................................. 8
USER MANAGEMENT ........................................................................................................................... 10
4.1
4.2
5.
Assumptions, constraints and naming convention ...................................................................... 10
4.1.1
Working time .............................................................................................................................. 10
4.1.2
Service Scope ............................................................................................................................ 10
4.1.3
User Management Tasks ........................................................................................................... 10
4.1.4
User Management Task Request Form ..................................................................................... 10
4.1.5
User Management Log .............................................................................................................. 10
Workflow ............................................................................................................................................ 10
CLIENT MANAGEMENT ........................................................................................................................ 12
5.1
5.2
6.
Assumptions, constraints and naming convention ...................................................................... 12
5.1.1
Working time .............................................................................................................................. 12
5.1.1
Client Management Tasks ......................................................................................................... 12
5.1.2
Request Form ............................................................................................................................ 12
5.1.3
Central Log................................................................................................................................. 12
Workflow ............................................................................................................................................ 12
SW MAINTENANCE AND PATCH MANAGEMENT ............................................................................. 14
6.1
6.2
7.
Assumptions, constraints and naming convention ...................................................................... 14
6.1.1
Working time .............................................................................................................................. 14
6.1.2
SW Maintenance and patch Management Tasks ...................................................................... 14
6.1.3
Request Form ............................................................................................................................ 14
6.1.4
Central Log................................................................................................................................. 14
Workflow ............................................................................................................................................ 14
TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT .......................................................... 16
7.1
Assumptions, constraints and naming convention ...................................................................... 16
7.1.1
Working time .............................................................................................................................. 16
7.1.2
Service Scope ............................................................................................................................ 16
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Operation Procedures
7.1.3
Transport and Change Configuration Alignment Tasks ............................................................. 16
7.1.4
Transport and Alignment Request Form .................................................................................... 16
7.1.5
Transport and Alignment Central Log ........................................................................................ 16
7.2
8.
Workflow ............................................................................................................................................ 16
SAP OSS SUPPORT .............................................................................................................................. 18
8.1
Assumptions, constraints and naming convention ...................................................................... 18
8.1.1
Working time .............................................................................................................................. 18
8.1.2
Transport and Alignment Tasks ................................................................................................. 18
8.1.3
Request Form ............................................................................................................................ 18
8.1.4
Central Log................................................................................................................................. 18
8.2
9.
Workflow ............................................................................................................................................ 18
MONITORING AND ADMINISTRATION................................................................................................ 20
9.1
Assumptions, constraints and naming convention ...................................................................... 20
9.1.1
Working time .............................................................................................................................. 20
9.1.2
Service Scope ............................................................................................................................ 20
9.1.3
Transport and Alignment Tasks ................................................................................................. 20
10.
SAP SYSTEM REFRESH AND RESTORE ....................................................................................... 21
10.1
Assumptions, constraints and naming convention ................................................................. 21
10.1.1 Working time .............................................................................................................................. 21
10.1.2 Transport and Alignment Tasks ................................................................................................. 21
10.1.3 Central Log................................................................................................................................. 21
10.2
11.
Workflow ....................................................................................................................................... 21
PERFORMANCE AND TUNING (BACKEND AND FRONTEND) .................................................... 23
11.1
Assumptions, constraints and naming convention ................................................................. 23
11.1.1 Working time .............................................................................................................................. 23
11.1.2 Service Scope ............................................................................................................................ 23
11.1.3 Transport and Alignment Tasks ................................................................................................. 23
12.
REPORT AND KPI ............................................................................................................................. 24
12.1
Assumptions, constraints and naming convention ................................................................. 24
12.1.1 Working time .............................................................................................................................. 24
12.1.2 Service Scope ............................................................................................................................ 24
12.1.3 Transport and Alignment Tasks ................................................................................................. 24
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Operation Procedures
1. INTRODUCTION
The purpose of this landscape in scope of the service document is to define the operation
procedures for UNRWA SAP Landscape Management. Each procedure defines actions and
workflow between the different actors involved in the operational procedures and once in
production also the SLA
This is described in the “UNRWA Technical Architecture Master Document”. The layer in scope is
SAP Basis plus Citrix Presentation servers.
Hosting Service including Virtualization Layer, Storage, Backup, Network, Netscaler and domain
management is in charge to UNGCS.
For each procedure we will have a chapter structured as follow:




Assumptions, constraints and naming convention
Roles involved in the procedure, with actual names and contact details
Workflow
Service Report
SLA and KPI for all the procedure/service described here are defined in the Annex Service
Catalog.
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Operation Procedures
2. ROLES INVOLVED
The table below describes the roles involved in the procedures.
Alias
Company
Description
SAP Tech
Contract
SAP Basis Team
SAP Operation SM
Contract
SAP Operation Service Manager
UNRWA FEI SM
UNRWA
UNRWA Front End Infrastructure
Manager
UNRWA BEI SM
UNRWA
UNRWA Back End Infrastructure
Manager
GSC SM
UNCGS
UNGSC Service Manager
GSC Infra
UNGCS
UNGSC Infrastructure Manager
DM
Contract
Delivery Manager
SAP Security
Contract
SAP Roles& profile
HR SL
UNRWA
Stream Leader - HR
SCM SL
Contract
Stream Leader - SCM
FIN SL
Contract
Stream Leader - FIN
PSM SL
Contract
Stream Leader - PSM
ABAP SL
Contract
Stream Leader – Development
Integration SL
Contract
Stream Leader – Integration Hub
Training Leader
Contract
Training Leader
PM
Contract
Project Manager
SAP Help
UNRWA
SAP UNRWA Help
UNRWA DM
UNRWA
UNRWA Delivery Manager
HR SAP Security
UNRWA
HR SAP Roles& profile
UNRWA PM
UNRWA
UNRWA Project Director
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Actual Name / Contact detail
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Operation Procedures
3. INCIDENT MANAGEMENT
3.1
Assumptions, constraints and naming convention
3.1.1 Working time
UNRWA Agency working hours are 07.30-18.00 Amman Time (GMT+2) Sunday-Friday, which
covers working hours across all of UNRWA’s Fields. The UNRWA project team working hours are
Sunday – Thursday, 08.00-17.00 Amman Time (GMT+2)
3.1.2 Service Scope
The scope of the service is only SAP Basis and Citrix presentation server. As second level of
support is foreseen:

UNGCS: for all Hosting, Virtualization and OS Management, Storage, Backup, D/R tools,
Network, UNRWA Domain

SAP AG: for all issues related to the SAP Standard SW

Citrix Support: for all issues related to the Citrix Standard SW
3.1.3 Incident classification
The table below describes the category of incidents
Incident category
Critical (Highest)
Medium
Description
All Core Business Processes seriously impacted with economic damage (Application
Data Corruption, long period time system unavailable…)
Core Business Process impacted with economic damage (the application/system in
partially available)
Non-Core Business Process are impacted with economic damage
Low
Non-Core Business Process are impacted without economic damage
High
3.1.4 Incident Request Form
The Incident request must be sent by email to SAP help team and the form must contain the
following elements:

System/Client impacted

Incident Type (Transaction, Report ….)

Transaction/Report code (*)

Details, requirement, problem description

Steps to reproduce the issue (if possible)

Screen shots and log reference

Contact person for details and clarification
(*)The Transaction/Report SAP code is at the bottom of the screen, near the system ID, after
you click on the arrow near the SID (in the example the SID is UEQ) as shown below:
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Operation Procedures
When the request needs to be addressed to SAP-Tech Team, it will be addressed by an email.
Example of Incident Form:
Form for Incident
Request.docx
3.1.5 Incident Log
The Incident log is managed though the Teamforge Tracker “SAPTech-Ticket”, Incident Category.
The Monthly Report contains the incident log. The ticket number is the number of artifact in
Teamforge corresponding to the Incident.
3.2
Workflow
The following Diagram describes the Incident Management Workflow
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Operation Procedures
Incident Managent Workflow
UNRWA Users/
Team Member
Identify/Request
start
Analyze & Plan
Perform
Collect all the
Information
describing the
incident
Send the request
To: SAP Help
CC: UNRWA SM
Can solve
the incident
accessing the
Knoweldge Base?
SAP Help
Analyze the request
YES
Solve the incidend
NO
Send the feedback
To: Sender
CC: UNRWA SM
Send the request
To: SAP TEC
End
SAP Tech
Analyse the request
Prioritize the solution time
Record it on
Incident Log
Is SAP Basis
related
incident. Can
be solved
NO
Send the feedback
To: Sender
CC: UNRWA SM;
SAP Help
NO
NO
Is it
requested the
Citrix Support
involvment?
YES
Solve the
incidend, applying
OSS Notes,
patches etc.
It is requested
the SAP OSS
involvment?
Update Incident
log
YES
YES
SAP OSS
Open e Message on
SAP OSS using
UNRWA s Users
Analyse the request, access
to the system, and provide
Patches and solutions
develoment
Citrix
Forward the incident
request form To:
Citrix support
CC: UNRWA SM
Analyse the request,
access to the system, and
provide Patches and
solution development
GCS Infra
Forward the incident
request form To:
CGS Infra
CC: UNRWA SM
Analyse the request,
access to the system,
and provide Patches and
configurations
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Solve the incidend
Send the feedback
To: SAP Tech
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Operation Procedures
4. USER MANAGEMENT
4.1
Assumptions, constraints and naming convention
4.1.1 Working time
The user creation and master data modification is performed 09:00 – 18:00 Amman Time (GMT+2)
Monday-Friday, while the reset password, lock and unlock users is managed as incident.
4.1.2 Service Scope
The scope of the service is

Citrix Account Creation

SAP Account creation in the SAP System in Scope.

SAP Roles and profile attach

Naming convention used for the User ID is always the UNRWA Domain one.
4.1.3 User Management Tasks
The table below describes the task types covered
Task
Citrix Account
Creation/Modification
SAP User
Creation/Modification
Roles Attachment
Lock/Unock Users
Description
The user account domain is added to Citrix OU for SAP according to the
user type a Citrix desktop is provided
Using the same UNRWA Domain account ID a SAP User is created in the
SAP System and client identified in the request
Normally with the same User Creation a SAP Role is attached within the
same request. Could be possible after a user creation to attach the
change of the SAP Role assigned
It is possible to Lock or Unlock single or group of users.
Reset Password
The user can ask to have the reset of the password
4.1.4 User Management Task Request Form
The request must contain the following elements:

Network ID (the Domain user account)

First Name, Last Name

eMail

Citrix Desktop Type

SAP System/Client

SAP Role to be added
NetworkID
First Name
Last Name
email
Ctx Type
Client
SAP Role
bennettm
Mark
Bennett
M.BENNET@UNRWA.ORG
Standard
UET.330
UNRWA_TRAINING
4.1.5 User Management Log
In the Monthly Report there is a log of the User Management Tasks performed in the period
4.2
Workflow
The following Diagram describes the Incident Management Workflow
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User Managent Workflow
UNRWA Users
Identify/Request
start
Analyze & Plan
Perform
Send Reset Pwd
request To: SAP
Help
CC: UNRWA SM
identifing
(System, Client,
UserID)
SAP Help
Logon to the SAP
System and client
reset Pwd
Send the feedback
To: Sender
CC: UNRWA SM
start
SAP Tech
UNRWA SM
End
Refeference:
Collect all the
mandatory
Information for
the UM Task
Send the request
To: SAP Tech
Analyse the request, all the
information and item are
available,
Prioritize the UM Task
execution time
Version: 1.1
Send the feedback
specifing the
missing info
To: UNRWA SM
No
Can SAP Tech
perform the
the UM Task?
Date: 2014 12 22
Yes
Logon to the SAP
System and client
and execute the
UM Task
Send the feedback
To: UNRWA SM
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Update User
Management log
Operation Procedures
5. CLIENT MANAGEMENT
5.1
Assumptions, constraints and naming convention
5.1.1 Working time
The Client Management is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
5.1.1 Client Management Tasks
The table below describes the task types covered by the SAP Client Management Service:
SAP Client Management
Client Copy
Ccopy
RCcopy
Remote Client Copy
Cexport/Import
Csetting
Client Export & Import
Client Setting changes
5.1.2 Request Form
The request must contain the following elements:

Creation method (Copy Client, Remote Copy Client, Export/Import)

Client number proposed

Source Client and Content (Customizing, Application data, User master Record source)

Description of reason for the request
5.1.3 Central Log
The Central log is managed though a Teamforge Tracker.
5.2
Workflow
The following Diagram describes the Client Management Workflow
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Operation Procedures
Client Management
start
Analyse & Plan
Perform
Authorise
Send the request
To: UNRWA DM
CC: CGI DM
Analyse the request
Prioritize the
solution time
Request the
authorization
To: UNRWA SM
CC: CGI SAP Op. SM
Control and Check based
on the Client Master List
Organize eventually
meetings to overtake
conflicts.
UNRWA Deploy
Manager
UNRWA Delivery
Manager
Stream Leader
Identify/Request
Collect all the
Information describing
the Client Copy
Give all information to
allow the scheduling of
Client Creation
SAP Tec
Schedule the Client
creation and check the
result
Communicate the return code
to: Stream Leader (sender)
Cc: CGI SAP Op. SM; UNRWA
DM; CGI DM;UNRWA SM;
Log to a Central tracker
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END
Operation Procedures
6. SW MAINTENANCE AND PATCH MANAGEMENT
6.1
Assumptions, constraints and naming convention
6.1.1 Working time
The SW Maintenance and patch Management is performed 09.00 – 18.00 Amman Time (GMT+2)
Monday-Friday.
6.1.2 SW Maintenance and patch Management Tasks
The table below describes the task types covered by SW Maintenance and patch Management
service:
SW Maintenance and Patch Management
OS Patches
OS Patches and security update
DB Patches
DB Patches
Kernel Patches
SAP Kernel Patches Installation
SAP Gui and User interface
SAP GUI and Frontend SW update on Citrix
Update
Farm
SP Install
Support Package Installation
EhP Install
Enanchment Package Installation
6.1.3 Request Form
The request must contain the following elements:

Description of the patch to be managed

Kind of installation need (SP, EhP,..)
6.1.4 Central Log
In the Monthly Report there is a log of the SW Maintenance and patch Management tasks
performed in the period
6.2
Workflow
The following Diagram describes the SW Maintenance and patch Management Workflow
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Operation Procedures
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Operation Procedures
7. TRANSPORT AND CHANGE CONFIGURATION ALIGNMENT
7.1
Assumptions, constraints and naming convention
7.1.1 Working time
The transport and change configuration alignment is performed 09.00 – 18.00 Amman Time
(GMT+2) Monday-Friday.
7.1.2 Service Scope
The scope of the service is to transport Urgent and Normal corrections and Align SAP
Environments.
7.1.3 Transport and Change Configuration Alignment Tasks
The table below describes the task types covered:
UCORR
Transport and Change Configuration alignment
Urgent Corrections
NCORR
TRAlign
Normal Corrections
Changes alignment report
7.1.4 Transport and Alignment Request Form
The request must contain the following elements:

ID of the correction

Name of the correction

From witch environment to where

Sequency
7.1.5 Transport and Alignment Central Log
In the Monthly Report there is a log of the Transport and Alignment performed in the period
7.2
Workflow
The following Diagram describes the Transport and Change Configuration Alignment Workflow
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Operation Procedures
Transport and Change Configuration Alignment
start
Authorise
Perform
Urgent
start
Send theTransport Request
To: UNRWA DM; CC CGI DM with:
List of transports to import
Import sequence
System/Target clients
Does
it is an URGENT
request?
no
yes
CGI Delivery
Manager
Stream Leader
Team Member
Identify/Request
Send theTransport Request
To: UNRWA DM; CC CGI DM with:
List of transports to import
Import sequence
System/Target clients
Justify Exception against
strategy
Only NON
It is CGI Clients?
yes
UNRWA
Delivery
Manager
no
Control Check based on the master list
in team forge and the client strategy;
Analyze and coordinate conflict
notification.
SAP TEC
perform the Transport according
to the sequence and check the
result; Log to a Tf Tracker
Send the feedback (Replay all
the return code or issues): the
sender
Cc: UNRWA DM; CGI DM;
NORMAL:
Daily within
17:00 CET
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URGENT:
Within 1 hour
End
Operation Procedures
8. SAP OSS SUPPORT
8.1
Assumptions, constraints and naming convention
8.1.1 Working time
The Sap OSS Support is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
8.1.2 Transport and Alignment Tasks
The table below describes the task types covered by the Service:
OSSNote
SCCRKey
OSSConnect
Router
SAP OSS Support
OSS Note/Patches Application
Modification Key (SCCR) issue
OSS Connection
SAP Router Config Update
8.1.3 Request Form
The request must contain the following elements:

System impacted

Client

OSS description
8.1.4 Central Log
In the Monthly Report there is a log of the SAP OSS Support tasks performed in the period
8.2
Workflow
The following Diagram describes the SAP OSS Support Workflow
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Operation Procedures
9. MONITORING AND ADMINISTRATION
9.1
Assumptions, constraints and naming convention
9.1.1 Working time
The Monitoring and Administration Support is performed at 08.00 AM Amman Time (GMT+2) MondayFriday.
9.1.2 Service Scope
The scope of the service is to monitor and to manage Systems activities in order to ensure the best
functionality of the landscape.
9.1.3 Transport and Alignment Tasks
The table below describes the task types covered by the service:
DB Check
SAP System Check
Batch Monitor
Interface Monitor
Frontend Farm
Frontend Infrastructure
Network and connectiitiy
Backup Check
OS, VMWare check
Storage Check
Refeference:
Monitoring and Administration
Availability, Disk and Database space, Update Tasks
Availability, System Log Analysis (SM21), DUMP Analysis
(ST22) and Enquee Entries (SM13)
Schedule, Batch Processing, errors..
tRFC queues, Ale/IDOC, queue, SCOT ..
Citrix component Availability (Xenapp, Store front, Licence
Server, data store) Printing spool availability
Desktop, facility, FO connectivity, printer management
Firewall, routing, DNS, included Netscaler
Schedule, Backup execution check
Availability, Resource Usage, CPU, RAM
Availability, Disk space , trend, Disk/device corruption
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Operation Procedures
10. SAP SYSTEM REFRESH AND RESTORE
10.1 Assumptions, constraints and naming convention
10.1.1 Working time
The SAP System refresh and restore is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
10.1.2 Transport and Alignment Tasks
The table below describes the task types covered by the Service:
SAP System refresh and restore
Sys Homogenous Sys Copy
System Export and Import
Restore Simulation
Restore
Restore test execution on Preproduction
Production Restore Procedure
10.1.3 Central Log
In the Monthly Report there is a log of the SAP System refresh and restore tasks performed in the period
10.2 Workflow
The following Diagram describes the SAP System refresh and restore Workflow
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Operation Procedures
11. PERFORMANCE AND TUNING (BACKEND AND FRONTEND)
11.1 Assumptions, constraints and naming convention
11.1.1 Working time
The Performance and Tuning (backend and frontend) is performed 09.00 – 18.00 Amman Time
(GMT+2) Monday-Friday.
11.1.2 Service Scope
The scope of the service is to tuning Systems performance in order to ensure the best functionality
and tuning.
11.1.3 Transport and Alignment Tasks
The table below describes the task types covered by the service:
Performance and Tuning (Backend and frontend)
SAP System Optimization
SAP Transaction analysis and trend SAP profiles optimization,
EWA recommendation application
Work load distribution
Schedule, Batch Processing, errors..
DB Reorg
Availability, Disk and Database space, Update Tasks
OS Tuning
tRFC queues, Ale/IDOC, queue, SCOT ..
Infrastructure tuning
VM distribution on phisical, storage otpimization, Network
QAS and optimization
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Operation Procedures
12. REPORT AND KPI
12.1 Assumptions, constraints and naming convention
12.1.1 Working time
The Report and KPI is performed 09.00 – 18.00 Amman Time (GMT+2) Monday-Friday.
12.1.2 Service Scope
The scope of the service is to report Service Activities performed during a specific period.
12.1.3 Transport and Alignment Tasks
The table below describes the task types covered by the service:
SAP EWA
NW Service Monthly Report
Resource Usage
Response time
VM Availability
Network availability
SAP Availability
Refeference:
Report and KPI
SAP Solution Manager Early Watch Alert
Service report include all the administration tasks
performed and the SLA reports
VM CPU, RAM, Storage, Backup utilization report
Average Dialog Response Time SAP standard transaction
in production
Availability of Productive VMs included Storage and
Backup Infrastructure
Availability of Network and connectivity included
Netscaler
Availability of Productive SAP Instances
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