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Reducing Your Cost of Operations with "Run SAP Like a Factory"

Reducing Your Cost of Operations with "Run SAP Like a Factory"



Get methodologies, content, and tools based on SAP Solution Manager to define, implement, and optimize operations concepts for your IT solution. This session will also provide you with customer cases. ...

Get methodologies, content, and tools based on SAP Solution Manager to define, implement, and optimize operations concepts for your IT solution. This session will also provide you with customer cases. With Andreas Krueckendorf. These slides were presented at SAP TechEd 2012. Learn more about upcoming conferences and technical training, please visit www.sapteched.com



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    Reducing Your Cost of Operations with "Run SAP Like a Factory" Reducing Your Cost of Operations with "Run SAP Like a Factory" Presentation Transcript

    • ALM 107Reducing Your Cost of Operations with“Run SAP Like a Factory”Andreas Krueckendorf, Active Global SupportOctober 15, 2012
    • DisclaimerThis presentation outlines our general product direction and should not be relied on in making apurchase decision. This presentation is not subject to your license agreement or any other agreementwith SAP. SAP has no obligation to pursue any course of business outlined in this presentation or todevelop or release any functionality mentioned in this presentation. This presentation and SAPsstrategy and possible future developments are subject to change and may be changed by SAP at anytime for any reason without notice. This document is provided without a warranty of any kind, eitherexpress or implied, including but not limited to, the implied warranties of merchantability, fitness for aparticular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in thisdocument, except if such damages were caused by SAP intentionally or grossly negligent.© 2012 SAP AG. All rights reserved. 2
    • AgendaALM107- Reducing Your Cost of Operations with “Run SAP like a Factory” (RSLaF) RSLaF – MethodologyRSLaF Customer Success Story– Rockwell Automation Who We Are: Rockwell Automation Introduction Motivation Challenges Realization BenefitsRoadmaps for SAP Enterprise Support Customers© 2012 SAP AG. All rights reserved. 3
    • ALM 107RSLaF - Methodology
    • The ApproachSAP’s Run SAP like a Factory (RSLaF) approach addresses these challenges of operatingSAP-centric IT solutions by providing: an Operations Control Center (OCC) which ensures central visibility about all exceptions, incidents and work drivers both for real-time alert handling and for improvement processes live video integration of key suppliers such as SAP into the customer Operations Control Center automated monitoring of critical components and business processes a framework for documenting essential regular admin tasks with guided procedures for their execution optimization processes to ensure continuous improvement of service levels and business process execution quality.The high degree of automation ensures that the right tasks are being performed in the rightway and that significant exceptions are recognized and reported early.© 2012 SAP AG. All rights reserved. 5
    • Motivation for Run SAP like a FactoryBenefits & Challenges Goal Benefit Challenge …get central insight if business processes work as expected and all IT Global transparency for business landscape components are operating with best performance – via expert processes and IT landscape components monitors and overview dashboards. Transparency ... document, standardize and automate administrative tasks and Reduced IT support process costs procedures. Introduce analysis support by Guided Procedures. Efficiency …identify, analyze, and correct severe problem areas and negative business Higher end user satisfaction & faster performance trends, by introducing a continuous optimization process, which business processes is part of Problem Management (re-active / pro-active). Optimization …ensure that issues are automatically detected and reported 24x7, to make Identify issues before the business is support experts work on these even before end users are reporting an impacted incident. Pro-Activeness …come to a more stable business solution (end-to-end), by orchestrating Smooth & reliable processing of core technical and business process related monitors into a central support business processes environment (including Non-SAP). Stability© 2012 SAP AG. All rights reserved. 6
    • Run SAP like a Factory – Concept Picture Operations Control Center (OCC) Business Process Business Process Operations Central Monitors/ Dashboards Continuous Optimization Process Layer  Business Process Monitoring Interfaces, Jobs, Data Consistency Change Management  Process Performance, Usage Analysis  Business Process Improvement Act Status Core Status Business Plan Business Processes Users Application Operations  System Monitoring & Alerting Study Application Do  RCA & Exception Mgt. Layer  IT Reporting  End-User Experience Central Alert Inbox Status System  Scenario Monitoring Components Problem Management  Data Volume Management Event Management (re-active / pro-active) Incident Management© 2012 SAP AG. All rights reserved. 7
    • The Central Monitors / DashboardsThe central monitors / Dashboards: Address key operational pain points customer may have – because they are designed per customer, tailored to customer specific operational needs. Provide full transparency about the status of the core business processes and the IT landscape. Are running in auto-refresh mode, and presented on large screens in the Operations Control Center. Turn to red – meaning trigger alerts - in case of major business exceptions and technical problems. Are the first tools technical operators work with, in case of alerts. Are enriched by reporting functionality and dashboards, to provide detailed information to all IT support levels.SAP Solution Manager 7.1 is the foundation for the central monitors,as well as the monitoring infrastructure behind. 3rd party informationcan be integrated.© 2012 SAP AG. All rights reserved. 8
    • Continuous OptimizationThe continuous optimization process: Analyzes and documents the root cause of major incidents (coming from the incident management process), or negative indicators / trends / events (coming from the central monitors). Once the root cause is clear, the optimization process determines and documents if and how the root cause can be solved. In case there are no realistic solving options, the optimization process looks for improvement potential for the central monitors, to be able to detect the same in future ideally before the business is impacted. Finally the appropriate change procedure is being Restore/Improve Service Act triggered. In case of an improvement proposal of the central Plan monitors, a new Run SAP like a Factory project might be triggered.Overall, the customer will gain a significant Studyand continuous improvement in software and DoIT service quality.© 2012 SAP AG. All rights reserved. 9
    • Application Operations• Application Operations provides the complete scope of tools and methodologies for the IT department to operate an SAP centric IT Solution covering SAP and non-SAP components• Application Operations provides tools and methodologies in the following areas: • Technical Monitoring and Alerting • Root Cause Analysis and Exception Management • Technical Analytics • Technical Administration • Data Volume Management• Application Operations provides several frameworks for sufficient collaboration between IT and Business: • Common Monitoring and Alerting Infrastructure with Alert Inbox and Alert Store • Exception Management Cockpit with Exception Store • Analytics and Dashboard Framework • Setup and Guided Procedure Framework • Work Mode Management with IT Calendar• Application Operations supports the whole process from problem detection until problem resolution based on provided Monitoring, Alerting, Root Cause Analysis, Administration and Reporting capabilities© 2012 SAP AG. All rights reserved. 10
    • Business Process Operations Business process operations provides a business process oriented approach to the IT and business department to operate the mission critical business processes covering: • Monitoring and alerting on the performance and exceptions of business processes. • Efficient and effective control over all background jobs. • Early detection and resolution of data inconsistencies. • Providing transparency to improve the business process flow through the IT solution • Optimize the technical performance and throughput of business processes• For business process operation you can use tools like Business Process Monitoring, Job Management and Data Consistency Management in SAP Solution Manager.• Business Process Analytics and the Business Process Monitoring Dash Boards can used to for a close cooperation between IT and Business Department to monitor the “health” of business processes and continuously improve them.• Business process operations provides best practice content based on SAP Solution Manager, methodologies, services and trainings to enable and empower customer and partner organization to accomplish a stable and highly efficient business process operation.© 2012 SAP AG. All rights reserved. 11
    • Standardized Event Management Process In case alert reason cannot be solved: Operator converts alert into incident and passes alert to next Data suppliers of the monitoring Infrastructure level support for processing automatically analysis the components of the SAP Solution 24x7. Monitoring data is being sent to SAP Solution Manager for display, storage, alerting and reporting. In case alert reason can be solved: Operator completes alert Act Measure Alert consumer collector in SAP Solution Manager decides on alert generation. Technical Operator evaluates further status and history information Analyze Notification is being sent, alert appears in the central alert inbox Guided procedure can be raised for running a first Alert Technical Operator opens alert inbox analysis. and takes ownership on alert Alert documentation describes Technical Operator groups related alerts alert context© 2012 SAP AG. All rights reserved. 12
    • Why Does an OCC Drive Operational Efficiency?ExamplesAutomation Pro-activeness: Detect problems before the business is impacted Automated and alert-based monitoring, 24x7, without manual effort Automatically react on alerts (e.g. Via guided procedures; Converting very important alerts into incidents)Simplicity Standardized central tool set, w/ same look & feel. Standardized administrative processes (e.g. Always start from the alerts in the alert inbox; Always use guided procedures).Stability Centrally monitor the status of the business processes, and all important IT landscape components. Be immediately aware of business data inconsistencies (e.g. By using the Exception Management Cockpit).Control Getting transparency what is going in your solution (e.g. By having a central point of control; user-specific dashboards) Getting better continuously (e.g. better IT service quality, more major incidents solved, better monitoring)© 2012 SAP AG. All rights reserved. 13
    • ALM 107RSLaF Customer Success Story: Rockwell AutomationRandee BlanchardApplications Support Manager
    • Who we are: Rockwell Automation IntroductionWhat is our SAP History:SAP has been installed since 2005 Originally a 5 year plan to install a single global instance of SAP to replace over 300 business systems 7 years later, we have replaced approximately 100 business systems and still progressing with a 3 year horizon Large Deployments of Functionality or new locations are introduced to the SAP ecosystem every 6 months Minor Monthly releases are deployed to resolve break / fix activities from the businessRockwell personnel efforts A project based team of 100 FTEs deploying SAP functionality every 6 months A support based team of 120 FTEs supporting existing user baseRockwell has been a SAP Max Attention Customer since 2009© 2012 SAP AG. All rights reserved. 15
    • Rockwell Automation – High level systems view SAP SAP SAP SAP SAP SAP SAP SAP SAP SAP SAP Solution Manager Legacy Applications Rockwell Automation Production Environment has  Approximately 58 SAP dialog instances running on 34 application servers  25 Terabytes of storage at the Database level  Over 200 stand alone applications that SAP integrates to at this time© 2012 SAP AG. All rights reserved. 16
    • Rockwell Automation – MotivationThe key motivation for the RSLaF project implementation Implementation of Business Process Monitoring to assist in Service Level Based Availability Reporting Improve Transparency of Business Process Exceptions Ensure Business Continuity Raise visibility or areas that require Root Cause Analysis Centralize Monitoring of SAP Landscape within a single source Streamline of Operational Processes Improve Efficiency Reduction in Operational Costs© 2012 SAP AG. All rights reserved. 17
    • Rockwell Automation – High Level ChallengesWhy can’t the Support Organization know there is a problem before the business tells me thereis a problemRockwell Automation – High level challengesInconsistencies of master data between SAP systemsInconsistencies of transactional data between SAP systemsIncompleteness of business documents.Large Volumes of technical errors – short dumps, update failures, bdoc / idoc failures, job failures.Technical Errors are not associated with Business TransactionsMonitoring Efforts were incomplete and high level of manual effortsNo KPIs with the Business for Support Services© 2012 SAP AG. All rights reserved. 18
    • Rockwell Automation - RSLaF as part of SAP MaxAttention SupportSAP AGS MaxAttention offering RSLaF – Business Process Operations &Applications Operations engineering package was best suited to help Rockwell’sBusiness & IT operations based on OCC review & analysis by SAP.• An initial RSLaF scoping for Operations Control Center workshop was conducted on site at Rockwell by SAP• Based on our challenges, SAP has defined the BPO, AO Roadmap, project steps with tasks addressing the Rockwell’s pain-points.• Defined milestones & addressed issues• SAP Active Global Support team worked collaboratively to assist Rockwell for the successful phase 1 execution© 2012 SAP AG. All rights reserved. 19
    • Rockwell Automation Phase 1 RSLaF - Realization • Availability KPIs •Transactional AnalyticsBusiness Process Operations • Exception KPIs • Data • Performance Business Process Monitoring – Bottom Up Awareness KPIs Consistency • Connectivity Business Process Analytics – Top Down Awareness KPIs Interface Monitoring Application Business Data Consistency Management Technical Components Process Analytics Job Scheduling Management Business Process Dashboards Business User Process Operations Operations M •Application Operations System and Technical Monitoring • End User Activity • Monitoring Root Cause Analysis monitored by Robots • Interfaces • Jobs End User Experience Monitoring • Exception and Errors© 2012 SAP AG. All rights reserved. 20
    • Rockwell Automation – RSLaF Project Timeline Requirements Gathering February Solution Manager Upgrade March Roadmap and Planning April Business Process Operations May - July Application Operations May - July Dashboards August Continual Improvements for Next Phase© 2012 SAP AG. All rights reserved. 21
    • Rockwell Automation Phase 1 – Business Process Monitoring Operational: Out-of-the-box key figures from BPMon •Overdue Sales Orders / Deliveries •Incompletes SD documents •Schedules initially not confirmed Practically Identify Root Causes •Master Data •End User •Customizing •Business Exception Derive Strategic: Business Areas & KPIs Affected Bottom Up approach© 2012 SAP AG. All rights reserved. 22
    • Rockwell Automation Phase 1 – Business Process MonitoringRockwell Selected 1 Key Business Process as Part of Our Initiative Focused on ECC / CRM activity only Each step breaks down into individual application monitors 75 key figures were selected for this processRockwell’s Evolution of BPM Don’t feel limited by what you have a business process defined for in your solution Based on current pain points, many other monitoring objects were delivered over the same timeline as initial scope. Current Challenge – how does IT inform the business the impact of the monitoring object prior to an End-User incident being generated.© 2012 SAP AG. All rights reserved. 23
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF - Business Process Monitoring - Benefits Standard Guided procedures are being implemented that can be shared across the entire support organization. Standardize Items that have required manual monitoring efforts are now automated to free up resources to do the Root Cause Analysis. Efficiency Technical Errors are being linked to business impact Rockwell IT now has the ability to provide value to the Value business by providing a platform in which to support KPIs Measurement that are more meaningful.© 2012 SAP AG. All rights reserved. 24
    • Rockwell Automation Phase 1 – Business Process Analytics Strategic: Business KPIs • Order Fulfillment rate • Days of Sales Outstanding Theoretically Derive Influencing Factors • Slow warehouse tasks • Insufficiant Stock • Slow transportation Define Key Figures for respective detailed measurement Top Down Approach© 2012 SAP AG. All rights reserved. 25
    • Rockwell Automation Phase 1 – Business Process AnalyticsRockwell’s Evolution of BusinessProcess Analytics Traditional IT did not feel that open business transactions were their responsibilities to resolve. Management in charge of a business service may not be aware of the volume of incomplete transactions in their area Any object that is available in Business Process Monitoring can be incorporated into Analytics. Solution Manager can show the business what is “incomplete” for transactions© 2012 SAP AG. All rights reserved. 26
    • Rockwell Automation Phase 1 – Business Process AnalyticsIT met with Director Levels todetermine what key figures theywanted to see 70 Key figures were turned on Feedback is complimentary on ease of use Discussions ongoing for what needs improvement plans vs. what is considered “standard” business volumes.© 2012 SAP AG. All rights reserved. 27
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF - Business Process Analytics - Benefits Ease of Use for Trending data is realized by the business It’s a great tool to start promoting how IT can partner with the business to identify what gaps are in the SAP Document lifecycle. Awareness IT is being asked to get more proactive on managing the size of database growth through archiving, but a major business cleanup initiative needs to be implemented to realize the true Effectiveness value.© 2012 SAP AG. All rights reserved. 28
    • Rockwell Automation Phase 1 – Interface MonitoringRSLaF – Interface Monitoring BDOC Monitoring qRFC Monitoring RFCs Monitoring for SAP and Non SAP systems PI Message Monitoring IDOC Monitoring© 2012 SAP AG. All rights reserved. 29
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF – Interface Monitoring- Benefits Custom Rockwell IDOC monitoring program can be phased out with new tools Manual Monitoring is replaced with automation – Freeing up resources to perform more valuable tasks – More accurate and reliable than point in time manual Awareness monitoring Quick win to get individuals to agree to the value of the new Solution Manager Platform Effectiveness Visually aligns the integration with a business process© 2012 SAP AG. All rights reserved. 30
    • Rockwell Automation Phase 1 – Cross Database ComparisonWhat was our Business Challenge inthis space Rockwell knows they have problems with data between SAP systems but cannot articulate how large the problem is. ECC CRM No organization feels responsible for Solution Manager determining how many items are Comparison inconsistent between IT and BusinessWhat was our Technical Challenges in GTSthis space SAP does NOT deliver standard objects in this space Table familiarity is key to success© 2012 SAP AG. All rights reserved. 31
    • Rockwell Automation Phase 1 – Cross Database Comparison Definitions of objects initiate in Solution manager and generate code in your development environments Customer master is our original focus and we built 8 objects in less than 2 weeks time. Other good candidates – Orders – Materials© 2012 SAP AG. All rights reserved. 32
    • Rockwell Automation Phase 1 – Cross Database Comparison• Comparisons are run in the background and can execute through large volumes of data in a relative short period of time• We are able to compare 1,000,000 business partner records in under 2 hours in the background© 2012 SAP AG. All rights reserved. 33
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF – BPO Cross Database Compare Benefits Customer master data team no longer waits for weekly downloads to run comparison in a different database Efficiency Comparisons complete in 10% of the time than what they used to take in different database. No traditional coding was required Evaluate Trending of inconsistencies visually easier leading to Root Cause Analysis questions Leading questions around other monitoring that should be enabled Resolve in Solution Manager – BDOC monitoring – Queue monitoring© 2012 SAP AG. All rights reserved. 34
    • Rockwell Automation Phase 1 – Job Scheduling ManagementWhat was our Business Challenge in this space – Rockwell uses a 3rd Party tool for Job SchedulingManagement but could still find value in implementing the functionality within Solution Manager Our current scheduling tool will create incidents within Rockwell’s Incident Management tool that were really alerts. – Jobs running longer than expected – Jobs not starting on time Documentation was lacking in many areas Difficult to do trending of jobs over the course of 30 days No direct visibility to a job and a business process with the 3 party product© 2012 SAP AG. All rights reserved. 35
    • Rockwell Automation Phase 1 – Job Scheduling ManagementRockwell Automation – Realization –Job Scheduling Management Imported over 250 existing job definition from ECC and CRM that were in 2 functional scenarios over the course of 4 days. Has taken approximately 100 hours to standardize the documentation for these jobs Have established alerting on start delay and duration based on historical information© 2012 SAP AG. All rights reserved. 36
    • Rockwell Automation Phase 1 – Job Scheduling Management© 2012 SAP AG. All rights reserved. 37
    • Rockwell Automation Phase 1 – Job Monitoring / TrendingRockwell Automation – Realization – Job SchedulingMonitoring Health Checks SAP delivers reports that are more granual that what the traditional Solution Manager Early Watch deliveries with more graphical views – Jobs with Duration > 5 mins – Top Long-runners Finished and Cancelled – Workload distribution o Per Duration o Per Job Step o Per Delay o Per User Good Starting Point: Start with your critical Business Process Monitoring and AO monitoring Jobs in JSM© 2012 SAP AG. All rights reserved. 38
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF – Job Scheduling and Monitoring -Benefits Standard Documentation using SAP Solution Manager has eliminated a lot of noise. True Incident management for scheduled jobs has been reduced by 15% Standardize Visibility for trending batch jobs is simplified Efficiency© 2012 SAP AG. All rights reserved. 39
    • Rockwell Automation – Business Process Operations Dashboards© 2012 SAP AG. All rights reserved. 40
    • Rockwell Automation – Application OperationsRockwell Initial Scope• SAP system generated incidents for BI, CRM, ECC, and Solution Manager• Replacement of Daily Health Check • Manual SAP system status and health check • Executed daily for every production system • Up to 22 tasks for each SAP System• Replacement of CCMS for BI, CRM, ECC• Extension of End User Experience MonitoringRockwell considered PI Monitoring but was not on the appropriate support pack (Requires PI 7.3) at the kickoff of this activity. © 2012 SAP AG. All rights reserved. 41
    • Rockwell Automation Phase 1 – Application OperationsRockwell Migration to TechMonitoring• Reviewed existing CCMS thresholds and agreed upon what is actionable• Created a template for production SAP system with alerting disabled• Collected statistics and historical data to determine baselines for thresholds.• Evaluate where Generic threshold could not be used for template• Templates were introduced where deviations were required • Batch application servers • Middleware application servers• Total setup time © 2012 SAP AG. All rights reserved. 42
    • Rockwell Automation – Application Operations Monitoring• Alert Inbox for Application Operation System Monitoring is self contained• Alerts originally set to auto confirm in order to be able to trending• Work Modes were enabled where appropriate.© 2012 SAP AG. All rights reserved. 43
    • Rockwell Automation – Application Operations Monitoring• Individual alerts show analysis reports which are informational• Solman becomes central source for all System Alerts• Monitored by Basis team with documented guided procedures associated with each alert© 2012 SAP AG. All rights reserved. 44
    • Rockwell Automation – Connection Monitoring• Connection Monitoring validates RFCs are working• Similar to BPMon – each object is defined and thresholds are established © 2012 SAP AG. All rights reserved. 45
    • Rockwell Automation – Connection Monitoring• Similar to Business Process Monitoring – each object is defined and thresholds are established© 2012 SAP AG. All rights reserved. 46
    • Rockwell Automation – Connection Monitoring• Alert Inbox for Application Operation Connection Monitoring is found in the AO inbox• Postponement feature is available from the AO inbox which is not in the Business Process Operations Inbox© 2012 SAP AG. All rights reserved. 47
    • Rockwell Automation Phase 1 – RSLaF BenefitsRSLaF – Application Operations andConnection Monitoring - Benefits Standard Guided Procedure Documentation using SAP Solution Manager has allowed different skills to be involved in monitoring Automated manual monitoring tasks that were Standardize consuming at least 1 basis FTE per shift Raises visibility for trending and initiating Root Efficiency Cause Analysis© 2012 SAP AG. All rights reserved. 48
    • Rockwell Automation – End User Experience MonitoringRockwell History Rockwell already had End User Experience Monitoring in 2011 – Monitoring from an end–user point of view using a scripted “Robot” to execute an end user transaction Included in Solution Manager 7.0 EHPP1 SP23 and newer Using E2E Trace to analyze problemsRockwell’s scope for RSLaF included Adding more robots in different locations Incorporating alerts into the Inbox© 2012 SAP AG. All rights reserved. 49
    • Rockwell Automation – End User Experience Monitoring• Script execution runs as defined by the Robot and records information within Solman for Dashboard reporting. © 2012 SAP AG. All rights reserved. 50
    • Rockwell Automation – End User Experience MonitoringThresholds have been set and alerts are available for review.© 2012 SAP AG. All rights reserved. 51
    • Rockwell Automation – RSLaF Continuous Improvements plannedRSLaF – Next Phase – Timeline 6 Months• Transfer Operational Support of Phase 1 to Rockwell’s Global Operations Center• Integrate alert escalations to our Rockwell Automation Service Desk• Upgrade Solution Manager 7.1 SP4 to SP6 in November• Expand BPMon to another Line of Service – Procure to Pay• Evaluate “Simple Monitors” to Business Process based activities• Determine BI monitoring capabilities• Develop Technical Templates for another 3 Productive Systems© 2012 SAP AG. All rights reserved. 52
    • ALM 107Roadmaps for SAP Enterprise Support Customers
    • Roadmaps for SAP Enterprise Support CustomersSAP Enterprise Support Customers• Can realize Roadmaps methodology in Solution manager (available from ST-ICO SP33)• Can access all the roadmap flavors including (BPO) Business Process Operations, Operations Control Center, Application Operations and more..• Can access Roadmap Project-Activity/Task related accelerators, ready-to-use SAP defined templates• Can self-direct projects based on the SAP best practice Roadmap methodology and SAP Expert Guided Sessions (EGI)© 2012 SAP AG. All rights reserved. 54
    • Further InformationSAP Public Webscn.sap.comwww.sap.comSAP Expert Guided Implementation Sessions(EGI)Run SAP like a FactorySAP Education and Certification Opportunitieswww.sap.com/education (E2E100, E2E300)Watch SAP TechEd Onlinewww.sapteched.com/online© 2012 SAP AG. All rights reserved. 55
    • FeedbackPlease complete your session evaluation for ALM 107.Further questions or comments regarding RSLaF:Andreas.Krueckendorf@sap.comThanks for attending this SAP TechEd session.
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