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1. sa pience be_tech_day_2012_-_infrax

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1. sa pience be_tech_day_2012_-_infrax

  1. 1. Bridging the gap between business and ITIntroducing IT governance processes supported by SAP Solution Manager Wim Borremans Program Manager Oliver Buyssens Competence Lead SAP Solution Manager SAPience.be Tech Day 2012 1
  2. 2. Expertum Founded begin 2006 Team of 50 SAP Experts and Project Managers Mission : Providing superior long-term customer and employee value Offering expertise in following domains • Finance • Supply Chain Management • Business Intelligence • Product Lifecycle Management • Project Management • SAP Solution Manager • GRC and Security • Netweaver • Own SME Solution: Value4SME SAP Service Partner, Channel Partner, Value Circle Partner SAPience.be Partner SAPience.be Tech Day 2012 2
  3. 3. Infrax As multi-utility company, with strong local presence, it is our mission to deliver: • Trustworthy and safe utility networks at the lowest rates • A durable and innovative energy and water management • A qualitative and social service to our customers SAPience.be Tech Day 2012 3
  4. 4. Context – Pro-FIT ProgramIncident, Problem and Change Request ManagementRelease ManagementCritical Success FactorsConcrete Results SAPience.be Tech Day 2012 4
  5. 5. Context Our IT organization has gone through a significant growth and many changes during the last few years as a consequence of multiple mergers: • More complex organization • Bigger teams • Multiple locations • Collaboration internal / external resources • Big projects More structured way of working required SAPience.be Tech Day 2012 5
  6. 6. Pro-FIT Program The Pro-FIT program has the objective to improve our IT services in a structural way, introducing: • More controlled and measureable IT processes • A knowledgeable, efficient and scalable IT organization • Better IT management tools Following an end-to-end approach involving not only IT but also business: • Increased transparency between business and IT • Added value for Infrax as an organization Implemented in an iterative way: • Full roadmap including 8 iterations • Small iterations of manageable size • Deliver value early and keep the momentum • Continuous improvement SAPience.be Tech Day 2012 6
  7. 7. Key BenefitsIT Business Clear roles and responsibilities More transparency and More focus involvement Realistic workload Better quality Better tools Better planning More scalable organisation More cost awareness SAPience.be Tech Day 2012 7
  8. 8. Pro-FIT Roadmap Based on the COBIT framework • Objective evaluation of current maturity level • Short and long term targets based on business and IT objectives SAPience.be Tech Day 2012 8
  9. 9. Context – Pro-FIT ProgramIncident, Problem and Change Request ManagementRelease ManagementCritical Success FactorsConcrete Results SAPience.be Tech Day 2012 9
  10. 10. Categorisation +2500 tickets per month are now categorized into incidents, service request, problems and change requests This leads to: • Better visibility – Tool reflects actual situation • More focus – Distinction between 1st / 2nd / 3rd line SAPience.be Tech Day 2012 10
  11. 11. Dedicated Processes Each category of tickets, triggers a specific process Introducing • Ownership – Each process is end-to-end followed up by one responsible • Clear roles and responsibilities – Everybody involved in the process knows exactly what is expected from them SAPience.be Tech Day 2012 11
  12. 12. Demo Incident and problem management in SAP Solution Manager SAPience.be Tech Day 2012 12
  13. 13. Agenda Context – Pro-FIT Program Incident, Problem and Change Request Management Release Management Critical Success Factors Concrete Results SAPience.be Tech Day 2012 13
  14. 14. Why Release Management? Objectives How to realize?• Better prioritization of projects and • Involve PMO and business in the prioritization of change requests projects / change requests and the definition of the release scope• Realistic workload • Synergies in development and testing • Better capacity planning • More focus• Stable production environment • Test on a representative and qualitative test environment • Deploy release in a controlled way in production based on a tested and at release level defined cut- over plan• Respect of scope and planning • Well defined and controlled release scope • Release planning with clear intermediate milestones and go-live date SAPience.be Tech Day 2012 14
  15. 15. Release Management Process Analyseren Registreren Valideren & inschatten Toestaan Plannen Implementeren Deployen AfsluitenWijzigingStandaard Analyseren Beheer van releases (Applicatie) Registreren Valideren & inschatten Toestaan Plannen Implementeren Deployen AfsluitenWijzigingCorrectief Project Build Integratie Acceptatie Productie (D) (U) (T) (P) EvolutiefPreventief Urgent Onderhoud Project Plannen Afsluiten Project Technisch Beheer van releases (Infrastructuur) SAPience.be Tech Day 2012 15
  16. 16. Data Model Maintenance Project Standard Implementation Corrective Change Request PreventiveIncident Evolutive General SAP Normal ChangeProblem Document SAP Standard SAP Urgent Defect Correction Transport Transport Task SAPience.be Tech Day 2012 16
  17. 17. End-to-End IntegratedSolution SAP Solution Manager SAP ERP Project IMG Project Quality Gate Transport Charm Management Transport Task Ticket SAP CRM Problem Change Request IMG Project Change Document Transport Transport Task SAPience.be Tech Day 2012 17
  18. 18. Demo Change request and release management in SAP Solution Manager SAPience.be Tech Day 2012 18
  19. 19. Agenda Context – Pro-FIT Program Incident, Problem and Change Request Management Release Management Critical Success Factors Concrete Results SAPience.be Tech Day 2012 19
  20. 20. Critical Success Factors Process  Organization  Tools • First define the process and align the organization • SAP Solution Manager only introduced in a second phase Standard SAP Solution Manager implementation • Standard SAP solution as starting point • Proper analysis phase – aiming for zero-gap implementation Successful and intense collaboration between different partners • Infrax process owners • Entrust-it – Project management, process definition, change management in organization • Expertum – SAP Solution Manager implementation SAPience.be Tech Day 2012 20
  21. 21. Agenda Context – Pro-FIT Program Incident, Problem and Change Request Management Release Management Critical Success Factors Concrete Results SAPience.be Tech Day 2012 21
  22. 22. Concrete Results Implementation SAP Solution Manager • Project duration – 4 months • Total effort – 250 man days Application maintenance cost reduced by 30% Some statistics (as of July 2012 to date) • +19.000 incidents / service requests • +100 problems • +1.200 change requests and +1.100 change documents • 25 projects SAPience.be Tech Day 2012 22
  23. 23. Contact DetailsWim Borremans Oliver Buyssensentrust-it - Managing Partner Expertum - CLE wim.borremans@entrust-it.be E oliver.buyssens@expertum.netW http://www.entrust-it.be W http://www.expertum.netM +32 477 59 72 76 M +32 471 60 95 00 SAPience.be Tech Day 2012 23
  24. 24. Thank you! SAPience.be Tech Day 2012 24

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