The importance of effective SAP solution management
IBM SoftwareTivoli The importance of effective SAP solution management Improve service levels and reduce cost Many enterprises depend on their SAP application landscape as never Overview before. For example, how would a retailer relying on end-to-end SAP solutions be able to manage pricing, stock and cash flow without Gain control rock-solid systems? IBM Tivoli offers the power to manage your SAP and non-SAP environment, through enhanced Visibility, Control and Multiple interlocking systems play essential roles in the integrated Automation. The objectives are to cut enterprise. SAP applications may provide core business services, service management cost, reduce alongside human resources, payroll, business intelligence, messaging, business risk, increase service levels and deliver enhanced business information. email and other purpose-designed industry solutions. In turn, the software depends on the underlying infrastructure – the physical servers, storage, switches and devices that allow information to be captured, managed, analyzed, stored and archived. While many applications and devices include a degree of management capability, what’s missing is the ability to collect, understand and act on enterprise-wide data from multiple sources, and provide an integrated view of operations and infrastructure. Tivoli service management solutions help users to manage, monitor and control even the most complex and sophisticated IT infrastructure, based around the three principles of Visibility, Control and Automation (VCA). Managing the SAP environment • Visibility delivers targeted business, compliance, and operational dashboards that provide real-time information to monitor performance against objectives. • Control offers integrated management solutions that help discover and utilize assets to the fullest possible extent. • Automation enables organizations to build agility into their operations in key areas such as software provisioning and data backup and restore processes, requiring as little direct supervision as is organizationally appropriate.
IBM SoftwareTivoli Visibility, Control, Automation Visibility In the heterogeneous SAP environment that exists in almost all large enterprises, providing high-level service visibility may not be easy with multiple, independent management tools. Tivoli addresses and solves precisely this challenge. In order to meet stringent Service Level Agreements (SLAs), IT organizations need the ability to identify the underlying application or infrastructure component causing the issue, and take action. Tivoli is able to monitor composite application transactions from end to end, through to the underlying applications and infrastructure. By monitoring at both the composite and component levels, Tivoli enables performance issues to be resolved rapidly and resource issues to be rectified. Tivoli offers a business-oriented approach, which maps infrastructure performance to SLAs. Information dashboards give business executives and IT specialists a clear view of performance against target, and how the underlying infrastructure impacts on achieving SLAs. Tivoli offers integrated monitoring of Key Performance Indicators (KPIs) and of SLAs, even where the KPIs and SLAs rely on multiple separate systems. Visibility and dashboard information generated by Tivoli helps managers to optimize resources, closely aligning IT infrastructure to business objectives. Tivoli provides visibility of the entire IT landscape, integrating data from SAP Solution Manager and other tools, and providing a single point of control for SAP and non-SAP applications. For example, SAP Solution Manager provides content that helps to discover and monitor implementation of new SAP components and upgrades. Tivoli Application Dependency Discovery Manager (TADDM) is able to discover the SAP Solution landscape data, and extract and display it in the context of the dependent systems and workflows, to ensure that external impacts are highlighted, understood and actioned. Working alongside and tightly integrated with existing SAP service management products, the comprehensive Tivoli solution provides: • Integrated high-level view of SAP and other business services with executive dashboards for real-time monitoring of business KPIs and operational SLAs. • Management control and visibility of the collective SAP and IT landscape, with customized reports, gauges, graphs and views – even with embedded images, documentation and videos. • Increased service levels, through discovery, analysis and monitoring of technical performance. IBM Tivoli • Provide visibility, control and automation across the Visibility full range of business and technology assets, such as workflows, applications, infrastructure and networks. • Deliver a unified, standardized interface for even the most complex IT infrastructures, linking diverse systems into a comprehensive management IBM Tivoli solution. • Control, manage and exploit existing systems and Control Automation technology for maximum benefit without the need for rip-and-replace. • Enhance business information: Create customized dashboards, automated alerts and key perform- ance indicators for complete business processes.
IBM SoftwareTivoli Control Tivoli includes comprehensive tools for managing security, service requests, incident and problem reports, and usage and accounting management as part of a complete control solution. The goal is to maximize return on investment and minimize service issues by achieving best-in-class processes for integrated enterprise and IT asset management, change management, and security management. The Tivoli suite greatly improves the management and control of even the most complex SAP business infrastructure, and helps to: • Cut service management costs, through a high degree of automation. • Reduce business risk, by highlighting non-compliance with regulations, identifying missed KPIs and root causes. • Control complex infrastructure and assets, with increased security and audit capabilities. Tivoli is able to access the Help Desk data within the SAP Solution Manager that controls software and configuration changes, including approval processes for change requests, the deployment of changes, and later analysis of changes. Tivoli integrates this information in the centralized change management database (CMDB) that also incorporates similar data from non-SAP applications. From this single cockpit, Tivoli offers an integrated view of change, with full traceability across the enterprise, from business intelligence down to disk devices. The Tivoli SAP Solution effectively manages and secures the investments in business and technology assets and processes that your organization relies on, maximizing the return on your investment and minimizing service problems by achieving best-in-class processes. Automation IBM Tivoli offers a comprehensive suite of automation products designed to help implement end-to-end automation for complex processes that span numerous environments, operating systems, applications and middleware. The rich functionality of these products enables a wide range of business challenges to be solved, from simple automation of manual processes to highly sophisticated cloud computing environments requiring intricate connections of dependent processes. Tivoli offers an incremental roadmap to sophisticated automation depending on the precise business needs, and IBM Tivoli automation products can be extended continuously as higher levels of automation are implemented. Key operational automation capabilities include: • System automation to coordinate the stopping and restarting of systems and application components that span heterogeneous environments. • Automated alert and escalation to help communicate and resolve problems in a timely manner. • Workload automation to trigger and dispatch workloads to the best available resources and to respond dynamically to changing business demands. • Automated software distribution to assure monitoring of new service components as they become live in production. • Provisioning of servers and applications to support additional service capacity requirements. • Cross-tool automation that enables activities like automatically closing incidents and problems in the service desk once a change request has been executed and clearing the related critical events in the service model. Tivoli automation helps optimize and integrate operational processes that directly support the delivery of revenue- generating SAP business services and processes. By automating operational processes, valuable resources can be shifted from reactive and maintenance-intensive tasks to areas that support business growth and competitive edge. What’s more, Tivoli automation offers dramatic additional business benefits in the form of improved systems performance, enhanced reliability, and increased efficiency.
IBM SoftwareTivoli IBM Tivoli benefits The IBM Service Management portfolio provides a single environment that integrates solutions for asset, catalog, service request, incident, problem, change, configuration and release management — on a single architecture, from a single vendor. The result is that processes work together cohesively, integrating SAP solutions and landscapes, and end-to-end process flows no longer rely on unstable, customized coding. • Reach across the enterprise: Provide visibility, control and automation across the full range of business and technology assets, such as workflows, applications, infrastructure and networks • Integrate heterogeneous environments: Deliver a unified, standardized interface for even the most complex IT infrastructures, linking diverse systems into a comprehensive management solution • Improve return on investment: Control, manage and exploit existing systems and technology for maximum benefit without the need for rip-and-replace • Enhance business information: Create customized dashboards, automated alerts and key performance indicators for complete business processes. Tivoli SAP solutions and products provide comprehensive solutions for the four key business and service management areas: Business Automation, Security, Storage and Asset Management. • Business Automation: Manage and integrate SAP composite applications and optimize application performance and service levels. • Security: Ensure compliance to identity and access control policies for SAP resources and services. • Storage: Backup, restore, protect and optimize your SAP storage infrastructure and data • Assets: Achieve greater efficiency in asset management by managing all your asset types on a single platform integrating and leveraging SAP to the fullest possible extent. IBM Tivoli Visibility Control Automation See your Govern your Build agility business assets into operations
IBM SoftwareTivoli IBM Service Management Solutions IBM Service Management solutions are designed to address business requirements and leverage existing investments. The Tivoli software suite is built around a service management platform for integration and extends to integration with other IBM software, services and systems Flexible, modular offerings span business management, IT development, operations management and system administration, and draw on extensive customer experience, best practices and open standards–based technology. IBM acts as a strategic partner to help customers implement the right solutions to achieve rapid business results and accelerate business growth, especially in SAP environments. This is even more important if customers’ critical business processes are based on SAP solutions. IBM Service Management represents an evolutionary leap forward in managing services by providing integrated Visibility, Control and Automation across business and technology assets that help to enable process, product and operational innovation. Ultimately, IBM offerings are designed to maximize the value of enterprise assets, from SAP software through to the underlying physical systems, and help achieve business objectives. IBM has years of experience helping customers across the broadest set of industries and standards, such as ITIL, eTOM, ISO17799, Six Sigma and many more, all of which help to accelerate innovation and success. All IBM Service Management solutions can be implemented independently and subsequently extended with additional components. The aim is to meet the most pressing needs as quickly as possible, for example by deploying Tivoli Monitoring to address data, process and information management issues, and broaden the reach across the enterprise with further solutions as demand arises. In many cases, direct operational cost savings allow Tivoli solutions to become a zero-budget deployment. Closed-loop, service life-cycle approach Measure the customer experience Identify service V is dependencies ibi l ity Automation Monitor the Track key service performance infrastucture indicators rol Cont Support automated action in real time Provide business and operational service views For more information IBM SAP Alliance homepage: http://www.ibm.com/solutions/sap IBM SAP International Competence Center, Walldorf, HelpDesk: email@example.com or +49 6227 1099 To learn more about IBM, contact your IBM sales representative or visit: ibm.com