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SAP Solution Manager: From Requirements to Deploy and Operations

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Get an impression of how portfolio, project and change management processes could work together with ALM solution operations in an integrated environment. Trace all of your activities, from the …

Get an impression of how portfolio, project and change management processes could work together with ALM solution operations in an integrated environment. Trace all of your activities, from the management level down to execution. with Marc Thier
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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  • 1. ALM 100From Requirements to Deploy and Operationswith SAP Solution Manager
  • 2. 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
  • 3. Solution Manager – Executive ScorecardCIO Head of Apps Head of Ops Head of LoBTime to Value EfficiencyReduce requirements after project start by 80%Supporting scores 56% Increase innovation coefficiency by 15% 9%Reduce duration of test phase by 25% 19% Reduce redundant custom code by 25% 19%Increase end-user satisfaction by 12% 7% 7% Reduce project complexity by 12%Increase availability of project systems by 7% 3% 13% Increase request for change efficiency by 25%Quality of service ComplianceReduce no. of prio 1 incidents in hypercare by 80% 19% All quality gates passed on time 5%Increase availability of production system in hypercare Increase level of utilization of 83%by 7% standard processes to 99%
  • 4. Application Lifecycle Management:From Requirement to Deploy Confidential
  • 5. End to End: From Requirements to DeployBusiness Strategy Business Change Business OperationsLOB Business Process Owner Key User Portfolio Release Demand Requirements Design Build UAT Regression Train Deploy Operate Release Test Business Relationship Portfolio … Solution Application Developer IT Manager Test Release Test BRM Technical Manager (BRM) Architect Architect OCC (PMO) Manager Manager Manager Operator IT Project Manager Portfolio & PMO Projects IT Operations© 2012 SAP AG. All rights reserved. 5
  • 6. ITSM or ITPPM initiated Change executed in ALMIT Service Management IT Portfolio and Project Management Business Incident Requirement Enhancement Problem Portfolio Service Request Minor Release Request for Change Project Urgent Change Single Single Major Release Source Source of Truth of Truth Design Mgmt Business Process Monitoring Build and Analytics Build Mgmt Execution Change Test Monitoring of Systems, Technical Test Mgmt Execution Scenarios and End User Experience Release & Deployment Deployment Mgmt executionRun SAP like a Factory Application Lifecycle Management© 2012 SAP AG. All rights reserved. 6
  • 7. Release Management 1 YearProject / Implementation and EnhancementsPortfolio Major Release / Release 1 Release 2 Release 3 3-6 months SAP Updates Maintenance RFC 1.1 1.2 1.3 2.1 2.2 2.3 3.1 3.2 3.3 Minor Release 1-4 weeks Normal andITSM RFC Emergency On Request Changes Technology Admin Changes …. On Request© 2012 SAP AG. All rights reserved. 7
  • 8. Enhanced Change and Transport Systemto transport all kind of objects ABAP Workbench CHANGE AND TRANSPORT SYSTEM TPZ SE80 Development Quality Production Exchange System Transport System Transport System Infrastructure Integration Builder SCA Developer Studio Development Quality Production and System Transport System Transport System NWDI Enterprise Portal EPA Content Development Quality Production Administrator System Transport System Transport System SAP Business ZIP Development Quality Production Objects System System System Transport Transport … (open Interface for non-SAP objects)© 2012 SAP AG. All rights reserved. 8
  • 9. Managing Complex LandscapesDual Landscape Synchronization with RetrofitEnsure stability of production and managecomplex projects Implementation Landscape  Different development system for production support and long term implementation projects  Independent work of implementation team Maintenance Landscape and maintenance team  Ensure bug fixes can always be done in a close to production environment  Synchronization of the two environments needs to be done Retrofit improves the quality in running a phased transport landscape and reduces the amount of manual effort for double maintenance © 2012 SAP AG. All rights reserved. 9
  • 10. Managing Complex LandscapesAvoid Downgrades with Cross System Object Lock Lock Objects until transport reaches production environment Improved Customizing with SAP Solution Manager 7.1 Identify changes on the same objects Workbench and Customizing Objects are locked across systems and projects (immediate during change cycle message to the developer) Available for all transport tools in SAP Solution Manager (ChaRM, QGM) With Cross System Object Lock a developer is informed about a conflict immediately when a change is made and the downgrade risks is limited significantly © 2012 SAP AG. All rights reserved. 10
  • 11. ALM: Test Management Test Options for functional testing of SAP-centric business processesType of Change Test Scope Identification New SAP Business Blueprint Solution Test Planning Change Test Execution Test System Setup Deployment SAP Solution Change Impact Analysis Update Test Option 1 Business Blueprint new SAP Solution Manager 7.0 SAP Solution Manager 7.1 Test Workbench Test Automation Framework HP QTP and other 3rd party tools Work Center TM advanced Test Option 2 BPCA advanced SAP Quality Center by HP SAP TAO new Test Option 3 Quality Manager, ReqPro, Worksoft Certify... © 2012 SAP AG. All rights reserved. 11
  • 12. Reverse Process Documentation and Verification against REAL data Reverse Business Process Documentation (RBPD) is the key accelerator for Solution Documentation. It allows the customer to re-document business processes by analyzing the actual usage of the SAP Systems based on a SAP reference structure. Business Blueprint Regular degradation IT Solution not Reverse Business Process Productive System Landscape Documentation accepted by Completion & Quality end users Undocumented Change Usage analysis Start of Project Go-live Operations Solution Lifecycle© 2012 SAP AG. All rights reserved. 12
  • 13. Reducing the Effort for Custom Code ManagementCustom Code Lifecycle Management (CCLM) was designed to manage ABAP developments along the entire life cycleof custom code objects from creation of an object to use in productive systems all the way to clearing of unusedcustom code objects.Scope Detect used and unused custom code in complex SAP landscapes Document ownership, contract and other information for custom code Automatic refresh mechanism of master data (development class, source system or software component) maintained information like owner, contract or lifecycle status will be untouched Transparency of custom code transaction data like quality and version in SAP landscapesBenefits Reduction of custom code and replacement by SAP Standard functionality in order to save costs Reduce test effort by replacement of custom code Use integration and interaction in SAP Solution Manager with other tools (Code Inspecter, Clone Finder) © 2012 SAP AG. All rights reserved. 13
  • 14. Businesses are changing at high speed …How to catch up with your IT solutions? SAP Landscape Transformation (LT) software, the transformation platform of SAP based on SAP Solution Manager facilitates change Extend your customer CoE with SAP LT software expertise  Speed time to value  Transformation without business disruption  Comprehensive support by SAP’s expert network via SAP MaxAttention and SAP Active Embedded© 2012 SAP AG. All rights reserved. 14
  • 15. Run SAP Like a Factory
  • 16. Operation Control Center Operations Control Center (OCC) Central Monitors/ Dashboards Continuous Change Management Business Process Optimization Process Operations Act Plan Study Do Application Operations Incident Management© 2012 SAP AG. All rights reserved. 16
  • 17. The Central Monitors / Dashboards The 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 information can be integrated.© 2012 SAP AG. All rights reserved. 17
  • 18. Continuous Optimization The 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. Restore/  Finally the appropriate change procedure is being 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 and continuous improvement in software Study and IT service quality. Do© 2012 SAP AG. All rights reserved. 18
  • 19. Run SAP like a Factory: Application OperationsCapabilitiesMonitor Notify Analyze Administrate Proactive real-time monitoring Reactive handling of critical Lower mean time to problem Optimize excellence of events resolution technical operations Technical Monitoring & Alerting Root Cause Analysis Technical Administration  System, DBMS and Host Monitoring  End User Experience Monitoring  End-to-End Change Analysis  Task Inbox  Connection Monitoring  Unified Alert Inbox  Alert correlation and propagation  End-to-End Workload Analysis  Down Time and Work Mode  Process Integration Monitoring  End-to-End Exception Analysis Management  Business Intelligence Monitoring  Central Template Maintenance  Open data provider and alert  End-to-End Trace Analysis  IT Calendar  Solution Manager Self Monitoring  Notification Management consumer  Central Tool Access Incident ManagementReport Prove value to business Technical Reporting Management Reporting  EarlyWatch Alert (for Solutions)  Document based SLA reporting  Interactive reporting  Interactive SLA Reporting  Customer specific reporting  Management Dashboard© 2012 SAP AG. All rights reserved. 19
  • 20. System Monitoring User interface overview Flexible query based monitored object selection as systems, hosts and databasesSwitch for differentmanaged object Context-sensitivetypes to display access to Status-detailed selection Monitoring as well as CA Wily IntroscopeGraphical display to Context sensitive jump-get current system Detail view with in to alerts for managedstatus overview measured values per object managed objectDrill down in Jump-in in metricmonitoring category monitoring based onper managed object BW data © 2012 SAP AG. All rights reserved. 20
  • 21. Run SAP like a Factory: Business Process OperationsOut-of-the-box Content for Business Process Analytics and Monitoring Customer Satisfaction • Overdue Sales Orders • Sales Ordes with delivery block • Overdue outbound delivieries • Number of returnsRevenue Stream Supply Chain & Planning Stock Levels & Capital tie-up• Sales Orders without invoice Accuracy • Slow moving items*• Sales Orders with billing block • Vendor consignment withdrawels • Overdue Purchase Reqs& Order items• Outb. Deliveries with GI & without invoice • Materials with expired shelf life* • Overdue STO items• Invoices not transferred to FI • Inspection lots without usage decision • Open Planned Orders• Number of credit memos/ credit memo requests • COGI errors • Production / Process Orders overdue for release • Schedule lines initially not confirmed Data Accuracy Performance Integration & Automation • Incomplete Sales Document items • Zero stock batch segments • Interface errors • Application Log errors • Overdue reservation items • Background job cancellations • Update errors • Production / Process / PM Orders TECO but without • Batch Input errors • ABAP dumps deletion flag • Transaction response times • Background job runtimes© 2012 SAP AG. All rights reserved. 21
  • 22. Run SAP like a Factory: Business Process Monitoring Go to ‘Operations Setup’ Backlog of open ERP Backlog of open Sales Orders Outbound DeliveriesBacklog of CRM Orders in Status‘Error in Distribution’ qRFC Monitoring of critical queues No. of Inbound SHPCON IDOCs in Error Status Invoices not transferred to Accounting© 2012 SAP AG. All rights reserved. 22
  • 23. ALM: Incident, Problem and Request Management (ITSM) Customer IT External SupportEnd User SAP & Partner Call Center End-User Self Service End User Portal IT Professional SAP Processing in Backoffice Notes Database E-Mail inbound 3rd Party Support Alerting, Testing… SAP Frontend Report incidents with context of SAP solution© 2012 SAP AG. All rights reserved. 23
  • 24. Application Incident ManagementIncident & Service Request Processing Service Request Management Offer predefined IT services to the end user and enable service fulfillment with checklistsHighlights: Guided Service Request in Self Service UI TOP Service Requests Flexible UI configuration of Push buttons for easy individual Service Request creation of service forms requests Task Checklist and approval procedure for Service fulfillment© 2012 SAP AG. All rights reserved. 24
  • 25. Application Incident ManagementCollaboration Portal for Business Users Web Self Service UI – End Users can Manage their RequestsHighlights: Display own incidents, and service requests Guided procedure to create Create and view your incident or service requests. incidents in one single Include guidance UI documentation for end users Interact with IT help desk Enable search for known solutions Set own data (my objects, password, contact data, ..) © 2012 SAP AG. All rights reserved. 25
  • 26. New SAP IT Service Management Web TemplatesUsing SAP BW in SAP Solution Manager 7.1 IRT vs. MPT 6Incident Management Change Control Management 5 Average Processing time  Average Processing time 4 IRT 3 Time recording Analysis  Time recording Analysis 2 MPT Workload  Workload 1 0 Total amount by…  Total amount by… 01.2011 02.2011 03.2012 03.2012 Change Size New incidents  New change requests 7,00 Source Analysis  Status iteration analysis 6,00 5,00 Normal Change 4,00 SLA Analysis  Top 5 Changed Objects 3,00 2,00 Urgent Change  Size of Changes 1,00 Defect Correction Status iteration analysis 0,00 ITSM-Cross Top 5 Most Changed Technical ObjectsProblem Management  Total ITSM tickets by priority 15 Average Processing time Object D  Average Processing time 10 Object C Time recording Analysis  Time recording Analysis Object B 5 Workload Object A  Workload T009T Total amount by… 0  Total amount by… Project A Project B Project C Project D Project F New problems  New ITSM tickets Status iteration analysis© 2012 SAP AG. All rights reserved. 26
  • 27. SAP Infrastructure Management andSAP Solution Manager 7.1Modelling of IT infrastructure components within SAPSolution Manager Agentless auto discovery based on technology & functionality Business Process provided by REALTECH Incident, Problem & Change Model business process Storage of modelling data in REALTECH‘s Configuration based on delivered Management Database (CMDB) including integration in SAP templates Monitoring & Alerting Solution managerIntegration in IT Service Management on SAP Solution ApplicationsManager for Incident & Problem Management (e.g. End-User issues with Deep modeling of systems, dektop PC) instances, hosts,… out of the Request for Change & Change Management (e.g. Deployment box for SAP & manually non- of firmware to network infrastructure) SAPIntegration in End-to-End Monitoring & Alerting on InfrastructureSAP Solution Manager Integration of alerting data for IT infrastructure (e.g. availability of Auto Discovery of Hosts, Printers, network devices) Storage, Network with SAP Visualization of IT infrastructure components in context of Infrastructure Management influenced systems, databases and hosts © 2012 SAP AG. All rights reserved. 27
  • 28. SAP Solution Manager RoadmapHow to orchestrate your SAP Solution powered by HANA 1 SM7.1 SP03 HANA SPS03  System Monitoring for HANA Appliance  File System and Log Browser 2 SM7.1 SP04 HANA SPS03  DBA Cockpit for HANA  E2E Change Analysis  E2E Workload Analysis 3 SM7.1 SP05 HANA SPS04  E2E Trace Analysis  E2E Exception Analysis  Integration with Business Intelligence Monitoring  CTS+ for HANA studio content  Auto-discovery of HANA systems© 2012 SAP AG. All rights reserved. 28
  • 29. SAP Solution Manager Supports Mobile 1 SM7.1 SP04 SUP 2.1 / Gateway 2.0  E2E Change Analysis  E2E Exception Analysis  E2E Workload Analysis (ODP scenario only) 2 SM7.1 SP05/06 SUP 2.2 / Gateway 2.0  E2E Trace Analysis for online scenarios  E2E TA for offline scenarios with DOE Transport and Deployment Management  System Monitoring integration (SUP 2.1+) 3 Planned  E2E TA for offline scenarios with SUP  Continuous Improvements© 2012 SAP AG. All rights reserved. Planned Innovation: This is the current state of planning and may be changed by SAP at any time. 29
  • 30. Dashboards and Scorecards 1 Interactive BI Reporting 3 Executive Scorecards 2 Management Dashboards Filter Aggregation Correlation Data Composition SAP Solution Configuration Manager BW Data Compression Other SAP BW External dataData Source source © 2012 SAP AG. All rights reserved. 30
  • 31. 3rd Party IT Management IntegratedService Desk EAM IDE TestRBA Scheduling Monitoring © 2012 SAP AG. All rights reserved. 31
  • 32. Updated Portfolio of Expert Guided ImplementationsSAP Solution Manager 7.1 – Planned EGIs until Q2 2012 SAP BusinessObjects BI Setup Remote Support Migration Charm Basic Authorization Upgrade to 7.1 (4.0) Basic Config. and Component for SAP 7.0 to 7.1 Configuration Concept & Roles Setup EWA Business Objects Solution Documentation I: Solution Documentation II: Solution Documentation Basic, Initial Upload, Solution Implementation Reverse Process & Implementation Verification Documentation EGI SAP Solution Manager Roadmap Test Management II: Test Management Test Management I: SAP Business Process Change Test Management III: Test Workbench Automation with HPQC Analyzer Change Control Change Control Change Control Change Control Management II: Quality Management III: Change Management Management I: CTS+ Gate Management Request Management Incident, Problem and Incident, Problem and Incident Problem and Request Management Request Management Request Management (ITSM) (ITSM) for VARs Business Process Business Process Monitoring and Business Process Analytics Job Scheduling and Improvement Management Operations Stabilisation End-User Experience Application System Monitoring and Monitoring Reporting Data Volume Management Reporting Operations Analytics Maintenance Optimization Configuration Validation Custom Development Software Quality and Mgmt Cockpit Clones Security© 2012 SAP AG. All rights reserved. 32
  • 33. More InformationSAP in Internet:Service Marketplace (SMP): service.sap.com/solutionmanagerSAP Developer Network (SDN): www.sdn.sap.com/irj/sdn/almCloud Demo: www.sapsolutionmanagerdemo.comNew BookSAP Solution Manager 7.1http://www.sap-press.deExpert Guided Implementationsservice.sap.com/solutionmanager=> Services=> Expert Guided Implementation© 2012 SAP AG. All rights reserved. 33
  • 34. sapsolutionmanagerdemo.com © 2012 SAP AG. All rights reserved. 34
  • 35. 4000 SAP Solution Manager 7.1 Went Life in One Year! Supporting the end-to-end Customer Solution • Open modeling of non SAP applications in new Landscape Management Database End-to-End • Open CTS to integrate non SAP, Open Diagnostics and Monitoring/Alerting Infrastructure • From “Application Incident Management” to a complete ITIL V3 compliant ITSM for the customer solution • Enhanced integration with 3rd party IT management: HP QC, IBM Rational, Worksoft, Cisco Tidal • Upcoming: Integration into Infrastructure Management (CMDB) Simplified User Interface and Management Dashboards Ease of Use & • 100% transparancy into IT and business with Management Dashboards • Fully Work Center Enabled • Change and Incident Management : Complete web-based user interface Dashboards • Test Management : New intuitive user interface for Tester work list • Enhanced Business Blueprinting: Easily blueprint your solution with one BPMN compliant tool Run SAP like a factory with 2 FTEs per shift Efficiency • New Monitoring and Alerting Infrastructure to automate repetitive tasks and avoid alert flooding with one central infrastructure and correlation / aggregation of alerts • Operation Control Center for central control of mission critical operations support Business Process Modeling, Reverse Documentation & Usage Analysis Relevance to • Enhanced Business Blueprinting: Central visbility into your business processes in BPMN notation • Reverse engineering of business processes with IBIS content fully integrated in SolDocA Business • Business Analytics: otimize execution of business processes with throughput and Backlog analysis Extended usage rights Scope • A complete solution for the midmarket CIO to run IT like a business • Included in your SAP Enterprise Support contract!© 2012 SAP AG. All rights reserved. 35
  • 36. Thank youContact information:Marc ThierSVP SAP Solution ManagerDietmar Hopp Allee 16, 69190 WalldorfPhone: +49 6227 743488 Mail: m.thier@sap.com
  • 37. FeedbackPlease complete your session evaluation for ALM100.Thanks for attending this SAP TechEd session.
  • 38. © 2012 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads,permission of SAP AG. The information contained herein may be changed without prior notice. Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.Some software products marketed by SAP AG and its distributors contain proprietary software components ofother software vendors. INTERMEC is a registered trademark of Intermec Technologies Corporation.Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Wi-Fi is a registered trademark of Wi-Fi Alliance.Microsoft Corporation. Bluetooth is a registered trademark of Bluetooth SIG Inc.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System Motorola is a registered trademark of Motorola Trademark Holdings LLC.z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7,POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere,Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos areLinux is the registered trademark of Linus Torvalds in the United States and other countries. trademarks or registered trademarks of SAP AG in Germany and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, WebSystems Incorporated in the United States and other countries. Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business ObjectsOracle and Java are registered trademarks of Oracle and its affiliates. is an SAP company.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and servicesCitrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc.registered trademarks of Citrix Systems Inc. Sybase is an SAP company.HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AGConsortium, Massachusetts Institute of Technology. in Germany and other countries. Crossgate is an SAP company.Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, All other product and service names mentioned are the trademarks of their respective companies. Dataand Xcode are trademarks or registered trademarks of Apple Inc. contained in this document serves informational purposes only. National product specifications may vary.IOS is a registered trademark of Cisco Systems Inc. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerryStorm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registeredtrademarks of Research in Motion Limited. © 2012 SAP AG. All rights reserved. 38