ITIL At Companies With Sap ItSMf Atlanta 2009

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Presentation on how SAP is aligned with ITIL IT Service Management both v2 and v3 - Delivered to IT Service Management Foundation Meeting in Atlanta

ITIL At Companies With Sap ItSMf Atlanta 2009

  1. 1. ITIL at Companies with SAP ] [ JUERGEN LINDNER SAP POINT OF CONTACT MEMBER SINCE: 1998 [July 29, 2009 Robert.Max@asug.com [ LINDA WILSON ASUG INSTALLATION MEMBER MEMBER SINCE: 1999 [ ATUL PATANKAR ASUG INSTALLATION MEMBER MEMBER SINCE: 2000
  2. 2. [ What We’ll Cover …  Overview of SAP Customers  Implementing SAP  SAP and ITIL  Additional Case Studies and Discussion  Wrap-up 2 Real Experience. Real Advantage.
  3. 3. [ Who Uses SAP in Georgia? Real Experience. Real Advantage.
  4. 4. [ Diversity in Organizations that Use SAP  Fortune 500 Companies – Coca-Cola, Coca-Cola Enterprises, Delta Airlines  Private corporations – Georgia Pacific  Small to medium size companies – Cryolife, Mohawk Industries, Graphics Packaging  Public Sector – Fulton County, DeKalb, CDC Real Experience. Real Advantage.
  5. 5. [ What We’ll Cover …  Overview of SAP Customers  Implementing SAP  SAP and ITIL  Additional Case Studies and Discussion  Wrap-up 5 Real Experience. Real Advantage.
  6. 6. [ Implementation Option 1– ASAP Roadmap Best Practices built into the SAP toolset  Management of the implementation project and SAP solution  Aligned with industry standards and procedures (PMI PMBOK®, ITIL)  Specific to implementation of SAP solutions Accelerated SAP Toolset SAP Solution Composer SAP ASAP Roadmap SAP Solution Manager Aligns customer’s business Offers AcceleratedSAP Facilitates efficient solution requirements to SAP solutions roadmap composed to fit design, documentation, specific project needs configuration, testing and operations of SAP solutions Supports greater customization /Occurs repetitively Real Experience. Real Advantage. 7
  7. 7. When used properly, a roadmap will provide guidance on the following: [ Roadmap Adds Value to the Implementation Who Why and how participates you should do it What to do, and when to do it Accelerators, Samples, Templates Real Experience. Real Advantage.
  8. 8. [ Implementing SAP – FOCUS Roadmap Leverage the industry experience from 1000’s of implementations in your industry to Reduce Customization SAP SAP and Business SAP and Business Customer SAP Partners Partners Customer SAP Customer SAP Life Sciences Packaged Specific Core Solution Solution Configuration Faster and less costly – Examples include AJC and Cryolife Real Experience. Real Advantage. 9
  9. 9. [ What We’ll Cover …  Overview of SAP Customers  Implementing SAP  SAP and ITIL  Additional Case Studies and Discussion  Wrap-up 10 Real Experience. Real Advantage.
  10. 10. [ SAP Encourages their Customer’s use of ITIL SAP Applications are “Mission Critical” and complex. World Class Service and Support Processes are needed Organizations are “ripe” for improvements in their service processes Published 2006 Real Experience. Real Advantage. 11
  11. 11. [ SAP Supports ITIL v3 with Run SAP Real Experience. Real Advantage. 12
  12. 12. [ Run SAP is ITIL v3 Concepts in Practice Real Experience. Real Advantage. 13
  13. 13. [ Every Customer has SAP Solution Manager Solution Manager standardizes essential SAP application Management Tasks  Provides tools, content and best practices during the complete solution life-cycle  Mandatory for all Business Suite 2005 and beyond customers  Supports all E2E solution Operation Standards Every customer must activate certain foundational capabilities. The rest of Solution Manager’s functionality is optional. Real Experience. Real Advantage. 14
  14. 14. Resources – SAP IT Services & [ Application Management  Pocket guide on SAP’s ITIL adaptation, by Liane Will and Sabine Schöler (SAP Press)  Adaptation and enhancement for requirements of SAP operations according to the ITIL standard, particularly for application management processes and integration processes between IT Service and application management  SAP tools and services supporting the implementation of processes  Reference to the optimization of business German edition, March 2006 management in the environment of ISBN: 3-89842-795-1 English edition, June 2006 ISBN-10: 1592290949 SAP landscapes Real Experience. Real Advantage. ©
  15. 15. [ Implementation of SAP solutions Solution Monitoring  System monitoring  SAP methods & tools  Business process monitoring  Global rollout  Central system administration  Customizing sync.  EarlyWatch Alert / SL reporting  E-learning mgmt.  Solution reporting  Test management Upgrade of SAP Solutions CORE Service Desk  Upgrade Roadmap BUSINESS  Best Practices  E-Learning Management PROCESSES for messaging  Test Management  Integration of  Configuration Management 3rd-party help desks  Solution Manager Diagnostics Change Request Delivery of Management SAP Services  Follows ITIL standards  Onsite/remote delivery  Maintenance processes  SAP Safeguarding Real Experience. Real Advantage. 16
  16. 16. [ SAP Operations Competence Assessment Optional service from SAP Strategic Support Topics  SAP Support Organization  Service Levels and  Information Management  Support Strategy Communication  Internal Marketing  Roles, Tasks and  SAP Contract Management  Management of Customer Responsibilities  Training Management Satisfaction SAP Application System/Netweaver IT Service Management Management Management Business Process Technology Service Support Management Management  Incident Management  Business Process Analysis  Availability Management  Problem Management  Business Process Monitoring (technical realization)  Service Desk  Master Data Management  Backup/Recovery  Change Management  Data Management and  Database Management  Release Management Archiving  Monitoring (SAP Basis)  Configuration Management  Program Scheduling  Regular Administration Tasks Management (housekeeping)  Interface Management  Output Management Service Delivery  Process Monitoring  Service-Level Management  Availability Management  Capacity Management  Financial Management  Continuity Management Real Experience. Real Advantage.
  17. 17. [ What We’ll Cover …  Overview of SAP Customers  Implementing SAP  SAP and ITIL  Additional Case Studies and Discussion  Wrap-up 18 Real Experience. Real Advantage.
  18. 18. [ Case Study - Service Desk Solution Remedy from BMC SolMan at Coca- at Coca-Cola Cola Enterprises Enterprises Asset and Service Desk Configuration Asset & Configuration Repository Management SAP Services – Change Management Software Maintenance and Break/Fix Problem Management NOTE: Industry Leading Solution NOTE: Required for Sofware Licensing and Maintenance Can Remedy support the ITIL Processes at a SAP-Centric Organization? Yes • 2004 –Project Pinnacle –SAP expands from N. American Supply Chain Solution into the foundational solution for CCE’s Core Business Processes (Financials, HR, Procurement, Manufacturing and Warehouse Management) • 2006 -Remedy, already utilized by the Help Desk, becomes the Incident, Problem, Change Management Solution. Next Step – Configuration Management. • Remedy has not expanded to support Service Delivery Processes – Service Level, Capacity, Continuity, Financial and Availability Real Experience. Real Advantage. 19
  19. 19. [ Case Study - Service Desk Solution  The complexity and mission critical nature of SAP promotes an improvement in Service Desk Processes  SAP is only one component of IT’s services  IT can leverage their existing software tools  SAP does require a repository of base configuration information be maintained within Solution Manager Real Experience. Real Advantage. 20
  20. 20. [ Case Study: Solution and System Monitoring Tools Monitor SAP Infrastructure – Admin Teams HP/Mercury Business SAP Solution Business SAP Processes Bolt-Ons Availability Solution Center Service Messaging Manager Levels Database Server/Storage IBM Events & Network Tivoli Alerts Data Center ESM Software introduced to support SAP’s complexity and mission critical nature • 1998 –Project Infinity at The Coca-Cola Company led to the creation of a Global Systems Management Center utilizing HP Openview Network Management and BMC Patrol System Management Consoles • 2005 –Project Pinnacle at CCE led to the Implementation of IBM Tivoli Enterprise Console for Event and Alert Management of servers, SAP software and interfaces • 2007 – CCE implemented HP’s Business Availability Center already utilized at The Coca-Cola Company to continuously monitor end-user response time and application availability 21 • Key Indicator of Success – Service Center notified of an incident before users call. Real Experience. Real Advantage.
  21. 21. [ Case Study: Solution and System Monitoring  Many SAP implementations drive an implementation or upgrade of ESM tools  Many other infrastructure components contribute to the availability and performance of SAP  SAP solutions in this area are SAP Centric  Other ESM software solutions can accept and correlate SAP event messages  SAP does require a repository of base configuration information be maintained within Solution Manager to meet their commitment to provide support solutions  Organizations that utilize AMS providers can still get full visibility into solution performance Real Experience. Real Advantage. 22
  22. 22. [ An Opportunity to Learn More about SAP at the Georgia Chapter of the Americas’ SAP Users Group – Upcoming Date: Start Time: 9/18/2009 8:00 AM Meeting ] End Time: 7:00 PM The Coca-Cola Company Location: One Coca-Cola Plaza Installation Members Register Associate Members today as: Individual Members Test Drive – (Contact me) Real Experience. Real Advantage. 23
  23. 23. [ Your Turn! Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com Question for ITIL Practitioners in the Audience Is SAP different from other IT applications? 24 Real Experience. Real Advantage.

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