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SAP Consulting services; een holistische aanpak voor ALM

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SAP ALM forum
24 may 2012, 's-Hertogenbosch

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Bruno Tunderman, Engagement Manager, SAP Nederland

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SAP Consulting services; een holistische aanpak voor ALM

  1. 1. Application Lifecycle MgtBruno Tunderman MA, Data & Technology ServicesMay 24th, 2012
  2. 2. AgendaThe Holistic ConceptApplication Lifecycle Management ProcessesThird Party Tool IntegrationNext steps
  3. 3. Today’s ChallengesBusiness Continuity Business Process ImprovementMaintaining business continuity is the key to The business environment today requiressuccess. As landscapes become larger and more transparency of business process exceptions andcomplex, there is a greater need for integration KPIs. Improving business processes is critical toand mission-critical support. your organization’s success. Application Life-CycleProtection of Investment and Management Reduced Total Cost of OperationsAccelerated InnovationProtecting IT investment while introducing Today’s economy requires a greater focusinnovations is critical in today’s economy. on lowering costs within your organizationCustomers have to be able to adapt to newrequirements without business disruptions. These values can all be measured by tangible KPIs.“ SAP’s goal to provide a rating of application support via key performance indicators is innovative and challenging. The extensive benchmarking phase and mapping of key performance indicators to business value will allow customers to fully understand the benefits of a comprehensive support program. Peter Wesche, research director, Gartner ©  2012 SAP AG. All rights reserved. 3
  4. 4. Application Life-Cycle ManagementThe Strategic Value With Application Life-Cycle Management, customers implement high-quality solutions faster and operate them at lower cost Accelerated Innovation Superior Quality Operation at lower cost•  Value discovery and realization •  of SAP solutions, customer •  Standardize, unify, and•  Innovation without upgrade enhancements and partner automate operations•  Near-zero downtime deployments •  Manage complexity •  in terms of functionality, •  Manage SLAs performance, availability and securityALM is best defined as “a holistic and integrated ITIL-based approach for application lifecyclemanagement (ALM) by providing processes, tools, services, and an organizational model to manage SAPand non-SAP applications throughout their entire lifecycle”. In short, ALM is a software lifecycleframework for our customers to accelerate innovation and operate their SAP solutions at lower costs andwith less risk.©  2012 SAP AG. All rights reserved. 4
  5. 5. Application Life-Cycle ManagementAn approach in six phases Require- ments Optimize Design Application Life-Cycle Management Build & Operate Test Deploy SAP’s Application Life-Cycle Management follows the six phases of ITIL application management.©  2012 SAP AG. All rights reserved. 5
  6. 6. How to Tackle these Challenges?With an Integrated and Holistic ALM ApproachFrom complex ALM point solutions… …to an integrated approach to ALM Optimize Require- ments Operate Optimize Design Design Application Lifecycle Require- Management Build & ments Build & Test Operate Test Deploy Deploy   Stand-alone, point solutions for different ALM   Integrated solution within and between all ALM phases with many system breaks phases   Disparate and not consistent information for the   High visibility and transparency entire lifecycle   Instant Collaboration between distributed IT (Dev./   Hindering collaboration between phases and Ops.), business and partner teams business and IT   Seamless and standardized end-to-end ALM   Gaps, disruptions through broken processes processes based on best practices (e.g. ITIL)   Proprietary, tool-centric approaches   Holistic offering including support and services and open for 3rd party tools©  2012 SAP AG. All rights reserved. 6
  7. 7. Application Lifecycle ManagementAn Approach in Six Phases of ITIL Application Management   Upgrade Management  Comprehensive project support for release   Solution Documentation  Central documentation of processes, transitions system landscape, custom code, partner applications, and more Landscape Transformation    Management of business- and IT-driven   Solution Implementation  Discover and realize enhanced changes in SAP solution landscapes business functionality  Avoid disruption of business   Maintenance Management  Management of corrective software packages, reduction of waste in   Standardize configuration Template Management   custom code across multiple projects  ensure business continuity Business Process Operations  Help   Change impact analysis Test Management  Provide business KPIs    Business process benchmarking   Complete test management  Technical Operations   Integrated quality management Change Control Management  Central monitoring and alerting infrastructure   Application Incident Management  Integrated service desk     Synchronized transports of various  Unique end-user experience components  Involvement of partners in problem resolution monitoring   Controlled and documented  Root-cause analysis for complex landscapes with  Central administration tools adjustment of business processes diverse technology stacks incl. approval process ITIL Phases supported by the Processes©  2012 SAP AG. All rights reserved. 7
  8. 8. Application Lifecycle Management ProcessesSupported by Tools, including SAP Solution Manager Upgrade Management Solution Documentation •  Custom Development Management Cockpit •  Solution Manager – Solution Directory •  Business Process Change Analyzer •  Solution Documentation Assistant Landscape Transformation Solution Implementation •  Landscape Transformation Software •  SAP Solution Composer •  SAP Business Process Maintenance Management Repository •  Maintenance Optimizer •  Enhancement Packages •  SAP Note Assistant Template Management Business Process Operations •  Solution Manager Project, •  SAP Business Process Monitoring Blueprint & Realization •  IT Performance & Service Level Reporting Implementation Tools •  SAP Job Scheduling Mgt & CPS Adapter •  Data Volume and Consistency Mgt Test Management Technical Operations •  SAP Test Workbench •  Central monitoring & alerting infrastructure •  Business Process Change •  SAP End-User Experience Monitoring Analyzer (BPCA) •  SAP Solution Manager Work Centers & Admin Tools •  SAP TDMS, TAO & eCATT Application Incident Management Change Control Management •  SAP Service Desk and 3rd Party Integration •  SAP ChaRM & CTS+ •  SAP Root Cause Analysis Tools (SMD/Wily) •  SAP Quality Gate Management •  SAP Solution Database •  Custom Development Mgt Cockpit (CDMC)©  2012 SAP AG. All rights reserved. 8
  9. 9. Requirements and Design PhaseRapid Prototyping of Innovations Based on Business DemandApplication Lifecycle Management Assets  SAP provides full visibility on innovation offerings provided by the SAP ecosystem  Innovation without upgrade is provided with yearly enhancement Requirements packages  Delta-configuration guidelines are provided for the next best business Optimize Design practice  Design of future solution landscape is available  Future business processes are defined and ready for implementation  No data loss in the handover to build-and-test phase Operate Build and TestBusiness Benefits Deploy  Lower project cost by helping to ensure 100% visibility of business requirements and SAP options  Lower project cost though pre-configuration, road maps, and standardized procedures  Less work for specifications through rapid prototyping ©  2012 SAP AG. All rights reserved. 9
  10. 10. Solution Documentation Usage of Solution Documentation Assistant Where is SoDocA used in Solution Documentation?  Solution Documentation means having documented the following key elements:   core business processes   related technical objects, such as transactions, programs, custom code, background jobs, interfaces   related (non-SAP) system and software components   recommended project language is English Solution Documentation life-cycle   The correct usage of implementation projects Focus automatically leads to sufficient solution Focus Initial Documentation documentation in the operations and Re-Documentation Template Management -> create global documentation optimization phase   If you start with the documentation in the Upgrades -> verify documentation ALM Implementation -> create or locally adjust operations phase, you should make the documentation documentation of your core business processes available in SAP Solution Manager Deploy Configuration Operations   In relation to a complete implementation -> re-document -> extend documentation project only a subset of information is needed ©  2012 SAP AG. All rights reserved. 10
  11. 11. Solution Documentation AssistantAnalysis Results – Usage Report Verification of used objectsThe display of usage frequency of technical objects gives you transparency aboutpotentially obsolete and clarity about mission-critical objects Customer situation   Solution documentation to be updated before an upgrade   Housekeeping needed to ensure performance and more cost efficient maintenance SAP Solution   Identify obsolete objects, incl. custom code   Verify the technical objects solution documentation   Linked to rule database allows further check step enhancements Activities   Import a SAP Solution Manager dummy project in an analysis project   Run the analyses   Check usage frequency and identify potentially obsolete objects   Verify results with business process objects   Use analysis results to update technical object in your solution documentation©  2012 SAP AG. All rights reserved. 11
  12. 12. Implementation… Key Building BlocksUtilizing SAP’s Business Process Close the IT / Business Gap To accelerate your Implementation Repository With Systematic alignment SAP Solution Manager SAP Enterprise Modeling©  2012 SAP AG. All rights reserved. 12
  13. 13. Documentation and Training embedded in Business Process Architecture Documentation Call Transaction Call©  2012 SAP AG. All rights reserved. 13
  14. 14. Build-and-Test PhaseReduce Costs While Improving QualityApplication Lifecycle Management Assets  Configuration is managed centrally and is guided by predefined configuration accelerators Requirements  All scope changes are tracked and signed off  All modifications are signed off by SAP Optimize Design  Scenario-oriented testing helps ensure solution integrity  Load tests support sizing and workload distribution Operate Build and Test  Testing and key user training is executed in one step DeployBusiness Benefits  Save on configuration and test costs  Lower project cost and increased business continuity through reduction of unnecessary modifications©  2012 SAP AG. All rights reserved. 14
  15. 15. Implementation and Upgrade –Business Process Configuration©  2012 SAP AG. All rights reserved. 15
  16. 16. Implementation and Upgrade –Create Test Cases©  2012 SAP AG. All rights reserved. 16
  17. 17. Implementation and Upgrade –My Test Worklist©  2012 SAP AG. All rights reserved. 17
  18. 18. Business Process Change Analyzer - BPCA “Which critical Business Processes will be affected by the planned changes?”Planned software changes SAP Support Packages  ?  SAP Enhancement Packages  SAP Legal Change Packages  Custom Code  Customizing changes Business Process Change AnalyzerBusiness Processes with Trace Order to Cash Sales Order  code change Delivery Identification of Goods Issue  UI change business processes Billing affected by software Procure to Pay changes Create PO  customizing change Customer Benefit: Increased insight into effects of software change events that will also determine testing strategy©  2012 SAP AG. All rights reserved. 18
  19. 19. Custom Code Management Cockpit (CDMC)Promotion of Innovation & Protection of InvestmentCDMC - Usage / Clearing CDMC - Custom Change Impact•  Helps in identifying unused custom code as a basis for •  Helps in identifying impacts of Lifecycle custom code effective retirement as part of Custom Code Change event such upgrade or EhP’s Lifecycle Management implementation on custom code•  Leverage upgradeability of custom code based on •  Leverage better planning & control of transparency of used custom code custom code adjustment activities Requirements Optimize Design Operate Build and Test Deploy Business Benefits •  Transparency on custom code and its usage •  Big saving potential by clearing based on identified obsolete customer objects •  Accelerated Upgrade©  2012 SAP AG. All rights reserved. 19
  20. 20. Deploy PhaseGo Live On Time and On BudgetApplication Lifecycle Management Assets  All stakeholder and project team members collaborate in one standardized quality process Requirements  All changes are approved in quality gates and deployed in one transport consistently to the Optimize Design production landscape  Complete scenario traces validate integration, performance, and data consistency Build Operate  Go-live is signed off by SAP and Test DeployBusiness Benefits  Lower project risk because of synchronized deployment  Higher business continuity and lower total cost of ownership (TCO) from improved quality©  2012 SAP AG. All rights reserved. 20
  21. 21. Change Control ManagementEnables one consistent quality process Process Solution Manager Enterprise Edition SAP Best Practice Set up integrated and consistent quality process Quality Gate Management Organize Manage projects and quality gates for solutionsChange Change Control Diagnostics Impacts and risks of maintenance, enhancements or releases Change Request Management Central Transport Management Set up system landscapes and dependencies Organize Transports Manage synchronized transports Change &Transport System centrally Central logging and monitoring Transport Tools Enhanced Change and Transport System Set up transport system for one application Organize Record, export and import changes Transports for one Same tool for different applications / technologies Managed Systems application©  2012 SAP AG. All rights reserved. 21
  22. 22. Change Control ManagementEnhanced CTS + Strategic DecisionMultiple SAP NetWeaver® Change and Transport SystemDevelopmentWorkbenches Development Quality Production Landscape Transport Landscape Landscape Transport Check in Check outs/ Check outs/ Deployment Deployment … … … EP System EP System EP System AS Java System AS Java System AS Java System XI System XI System XI System Deployment . Enhancement of existing ABAP Change and . Transport System to transport multiple object types .©  2012 SAP AG. All rights reserved. 22
  23. 23. Change Request ManagementStandard Normal Correction Workflow SAP Solution Manager Service Desk Feedback Service Service Desk Message Requester Employee Change Change Request Management Change PRD Request Manager Developer Controlled transports Change Tester Document QAS Controlled transports IT Operator DEV©  2012 SAP AG. All rights reserved. 23
  24. 24. Change Control Management – Work Center©  2012 SAP AG. All rights reserved. 24
  25. 25. Quality Gate ManagementGovernance for Solution ImplementationRequirements Q Design Q Build Q Test Q Deploy Collaboration and Project Controlling Q-Gate: Requirements to Design Extend Solution Functional and technical Custom Functional Test Q-Gate: Design to Build Q-Gate: Test to Deploy blueprint Development Support Going- Q-Gate: Build to Test Partner solutions Live Session User Acceptance Prepare Solution Test Requirements Functional and Operations Verification of from business technical (Run SAP) production Departments feasibility system Test Planning Consistency Checks Test Scope Identification Handover to business Set-up of Test technical Requirements Performance Test infrastructure Test System Setup Transports in Cycles Final Transport©  2012 SAP AG. All rights reserved. 25
  26. 26. Operate PhaseSafeguarded Business Continuity and Minimized FirefightingApplication Lifecycle Management Assets  Mission-critical processes are monitored continuously Requirements  Performance and data growth rate care are monitored continuously Optimize Design  Potential disruptions are detected and resolved before the business is impacted BuildBusiness Benefits Operate and Test  Improved business process availability Deploy  Increased business continuity by reduced downtime  Lower cost of operations as no additional tools are required – for example, for monitoring business processes, systems, and interfaces©  2012 SAP AG. All rights reserved. 26
  27. 27. SAP Solution Manager Work CenterSystem Monitoring©  2012 SAP AG. All rights reserved. 27
  28. 28. Technical OperationsEnd-to-End Root Cause AnalysisWorkload Analysis Change AnalysisException Analysis Trace Analysis System, Host & Database specific RCA tools©  2012 SAP AG. All rights reserved. 28
  29. 29. Technical Operations End-user Experience Monitoring Flexible view Drill down from configuration of scenario, over monitored location, to scenarios executionsOverview of currentscenario statuswith regards toavailability andperformance perlocation Integration in End- to-End Trace Execution status Overall information in case performance of errors History ©  2012 SAP AG. All rights reserved. 29
  30. 30. SAP CPS by RedwoodThe Case for Process Automation Process Automation Drives IT and Business Value Business processes require execution of online and background activities 24 hours/day Business demands Business Due list   High-performance online activities (users) Activities Maintenance Reorgs Activities   Efficient background activities (jobs) Backup Reporting Order Entry   Fast implementation of high priority tasks Closing Tasks MRP Run Transports Billing   Stable business processes Limiting Factors   Complex process dependencies   Existence of manual tasks   Open time slots for activities   Unclear effect of changes on the process outcome 100% MRP Run Close Task Reporting Hardware resources Billing Due list Reorgs Transport Order Entry Backup Time 6:00 7:00 8:00 9:00©  2012 SAP AG. All rights reserved. 30
  31. 31. SAP CPS by RedwoodGraphical Job Forecast ManagementProvides a calendar format view of all future scheduled workload with ability to alterschedules via drag and dropBenefits•  Easier to view future tasks and where any scheduling conflicts may occur•  Improved productivity through easy to use re-scheduling capability•  Familiar interface reduces training requirements ©  2012 SAP AG. All rights reserved. 31
  32. 32. SAP CPS by RedwoodJob Chain ManagementAutomate conditional, sequential and parallel job execution of jobs, dependencies betweendifferent job chains, applications and platformsBenefits• Simplify definition, execution and monitoring of complex dependencies• No more discrete jobs• Visibility into end-to-end process with dependencies.• Changes can be implemented faster using re-usable templates• Automated error recovery reduces time and effort in dealing with exceptions Event Characteristics "  Color coded status "  Graphic events job flow "  Events notification "  Stop/Restart events "  Consolidated view(s) "  Drag and Drop©  2012 SAP AG. All rights reserved. 32
  33. 33. SAP Solution ManagerProcess Scheduling AdapterSAP Solution Manager Enterprise Portal/ End/Key user request – job Web FormChange Request request message creation in IntranetManagement Job Request background Operator request – manual creation of job request message SAP Central Process Scheduling by Redwood Job Job Documentation Transfer job documentation SAP NW Job Scheduling 7.0 (incl. basic scheduling) documentation Redwood automatically Process populated with Server respective change request data Business Process Monitoring Push monitoring information SAP System = Integration supported by Process Scheduling Adapter©  2012 SAP AG. All rights reserved. 33
  34. 34. Business Process OperationsCorporate Data Volume Cockpit Centralized Information Cockpit for Data Volume Management©  2012 SAP AG. All rights reserved. 34
  35. 35. IT ReportingEarlyWatch Alert, Service Level Report, & IT Performance Reporting Data Sources Data Processing (SAP Solution Manager 7.0) 1. SAP standard report EarlyWatch Alert report EWA Data Data Collection (ABAP) Reporting Data Collection 2. Free defined regular Report CPH -Data Service Level Report IT Reporting Data Collection Statistical 3. Detailed Results Data Requirements BI Reporting / IT Performance Reporting EWA Data (Non-ABAP) Experts©  2012 SAP AG. All rights reserved. 35
  36. 36. Optimize PhaseContinuous, non-disruptive improvement and TCO optimizationApplication Lifecycle Management Assets  Improve usage, performance, and usability of live business-process scenarios Requirements  Improve applications to fulfill regulatory, tax, or other changed legal requirements Design Optimize  Perform technical updates to support latest OS and DB releasesBusiness Benefits Operate Build and Test  Lower TCO though: Deploy –  Reduction of existing database size and growth –  Built-in tools for change and quality management  Protection of investment by: –  Innovation without upgrades –  Technology upgrades and maximum time for return on investment and deployments©  2012 SAP AG. All rights reserved. 36
  37. 37. Maintenance Management System AdministrationMain SAP Administration Tasks  Defining landscape components  Configuring SAP NetWeaver ABAP and Java  Starting and stopping SAP systems/instances  User administration  Database administration  Printer administration  Data archiving  Process scheduling  Maintaining downtimes  Managing transports  Adaptive computingMain SAP Administration ToolsSAP Solution Manager work centersSystem Landscape Management andSystem Administration providing access to thefollowing tools:   ABAP Tools   DBA cockpit for central database administration   SAP Landscape Printing Assistant   SAP NetWeaver Administrator for Java administration ©  2012 SAP AG. All rights reserved. 37
  38. 38. Application Lifecycle Management SAP Solution Manager Platform – Supports ALM SAP Solution Manager Configuration Business Process Service Desk System Monitoring Change Analyzer Issues Root Cause Analysis System Administration Testing Change Requests End User ExperienceBlueprint Quality Gates UpgradeScope Service Delivery Maintenance Optimizer Business Process and Interface Monitoring Learning Maps Data Volume/Data Consistency Management Job Documentation Solution Documentation Assistant Custom Development Management Cockpit ©  2012 SAP AG. All rights reserved. 38
  39. 39. ALM Implementation Overview ALM based on ITIL Standards Solution documentation - Solution Implementation - Template Mgt. - Change Control Mgt. - Testing Mgt. - Application Incident Mgt. - Technical Operations - Business Process Operations – Maintenance Mgt. – Landscape Transformation – Upgrade Mgt. Solution Manager Implementation Tools Operating & Support Tools ASAP Methodology ASAP/RunSAP Methodology Solution Monitoring Project Admin System Monitoring ASAP Roadmap Business Process Monitoring Business Blueprint Service Level Reporting Configuration BPR E2E Early Watch Reports Solution Testing iBase Central System Admin Operations Reporting Maintenance Optimizer Standards E-Learning Change Request Mgt. Solution Mgr. Diagnostics Service Desk©  2012 SAP AG. All rights reserved. 39
  40. 40. AgendaThe Application Lifecycle Management (ALM) ConceptApplication Lifecycle Management ProcessesThird Party Tool IntegrationNext steps
  41. 41. Application Lifecycle Management –Extending SAP Solution Manager Upgrade Management Solution Documentation Landscape Transformation Solution Implementation Business Process Operations SAP Productivity Pak by ANCILE and SAP Productivity Composer by ANCILE Application Template Management Lifecycle Management Technical Operations Test Management SAP Quality Center by HP Application Incident Management Change Control Management Maintenance Management©  2012 SAP AG. All rights reserved. 41
  42. 42. SAP Solution Manager – Adaptability and Extensibility SAP Test Data SAP Test Accelerator iRise Visualization Extensions Migration Server and Optimizer Software Requirements Desk Interface Open Service Optimize Design SAP Solution Manager Build Operate and Test Deploy SAP Solution Manager Process Scheduling SAP ProductivityPAK by Adapters Adapter for SAP Quality Adapter for SAP Solution RWD Adapter for SAP Center by HP Manager Solution Manager Third-Party SAP Quality Center by SAP Central Process Scheduling by SAP ProductivityPAK Applications HP Redwood by RWD©  2012 SAP AG. All rights reserved. 42
  43. 43. AgendaThe Application Lifecycle Management (ALM) ConceptApplication Lifecycle Management ProcessesThird Party Tool IntegrationNext steps
  44. 44. Customer Proof PointsApplication Lifecycle Management is Real Business Continuity Business Process Improvement”By eliminating recurring problems, SAP Solution ”System successfully supported Unilever end-of-Manager has let DuPont improve system year business target of shipping $732 million withoutavailability by 18% and reduced average system any performance issues.”response time by 58%.” Irlei Homero, IT Application Services Manager, Michael J. Stoko, Director Global Operations, Unilever Americas DuPont”We implemented enhancement package 3 …. ”Realized Benefits due to E2E Solution Operations:In comparison to the upgrade from R/3 4.6C to Up to $ 5 million (one time) due to performanceECC 6.0 we could reduce the costs for installation, optimization, up to $10 million p.a. due to dataconfiguration, test & go-live of EHP3 by almost volume management, and IT Operations10 times.” productivity increased by 100%.” Didier Magnien, Director Global SAP Systems, Rinat Gimranov, CIO, Sappi Limited Surgutneftegas Protection of Investment Reduced Total and Accelerated Innovation Cost of Operations ©  2012 SAP AG. All rights reserved. 44
  45. 45. Efficient Application Lifecycle ManagementNext Steps Explore the Value and Scope of Establishing a Single Source of Truth Define Your Roadmap for ALM Implementation Implement Your Roadmap for ALM Optimize Your IT Processes Empower Your IT/Business Organizations©  2012 SAP AG. All rights reserved. 45
  46. 46. Application Lifecycle Management –Available information assets Require- ments service.sap.com/alm Optimize Design ALM Build & service.sap.com/solmanvc Operate Test sdn.sap.com/irj/sdn/alm Deploy©  2012 SAP AG. All rights reserved. 46
  47. 47. CONTACT Bruno Tunderman MA Data & Technology services, Engagement Manager Mobile: +31 6 53807467 Email: bruno.tunderman@sap.com
  48. 48. © 2012 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps,without the express permission of SAP AG. The information contained herein may be Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync,changed without prior notice. 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 proprietarysoftware components of other software vendors. INTERMEC is a registered trademark of Intermec Technologies Corporation.Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered Wi-Fi is a registered trademark of Wi-Fi Alliance.trademarks of 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 z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Motorola is a registered trademark of Motorola Trademark Holdings LLC.Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP,RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany andLinux is the registered trademark of Linus Torvalds in the United States and other countries. other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystaltrademarks of Adobe Systems Incorporated in the United States and other countries. Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarksOracle and Java are registered trademarks of Oracle and its affiliates. of Business Objects Software Ltd. Business Objects 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 SybaseCitrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin products and services mentioned herein as well as their respective logos are trademarks orare trademarks or registered trademarks of Citrix Systems Inc. registered trademarks of Sybase Inc. Sybase is an SAP company.HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks ofWorld Wide Web Consortium, Massachusetts Institute of Technology. Crossgate AG in Germany and other countries. Crossgate is an SAP company.Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, All other product and service names mentioned are the trademarks of their respectiveRetina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc. companies. Data 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 beRIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry reproduced, copied, or transmitted in any form or for any purpose without the express priorTorch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App written permission of SAP AG.World are trademarks or registered trademarks of Research in Motion Limited. ©  2012 SAP AG. All rights reserved. 48

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