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  • Basis System Application Architecture With the SAP R/3 Basis System, applications can run on different hardware and system platforms with higher performance, and can be adapted to users’ specific requirements.
  • As a result of this chapter, you should be able to: Explain the main components of the mySAP.com Workplace offering. Provide examples of the mySAP.com Workplace functionality.
  • eCRM live Discuss history and evolution of solution center (see notes on next slide) Review chart customer box - communication methods. Web - internet site and using Webline for the web collaboration Email - using Genesys for email capabilities Call Routing box - Computer Telephony Integration -Genesys - intelligent or skill based routing, screen popup, (Conna is the competitor) Supervisory Functions box - pertains to 2nd tier of org (ie team lead, supervisors, etc). Queue and Capacity Montioring relates to reporting out of the Lucent switch (not demo) and Workforce Mgmt is using stats from switch (not demo since TCS is not included in this solution set). Helps plan the resource staffing. CSR box - 2 tier model and cockpit SFA - sales force automation - ability to share info Relationship mtkg - campaigning-- Valex - ie. Seg customers **Append to talk about the Philadelphia Zone Originally built for a call center trade show 2 yrs ago. Has developed into a contact solution set that highlights the integration between marketing, call center and contact center (including service). Originally 20-25 vendors but with vendors expanding their footprint thru acquisitions/mergers and development, demo vendors has decreased down to 10-15.
  • Participating Vendors Siebel version – 99.5 Compaq - servers support webline, siebel, java, genesys strategy Lucent - Definity G3 switch (will be upgrading), provides ITG, ICC - voice over IP. CMS - supports reporting, workforce, readerboard Microsoft - translator of html pages Siebel - also supports SFA Sunw - servers support CTI, Siebel dbs, CMS Vignette – i.e. product catalog Webline – owned by Cisco, i.e. web chat, push & pull documents Campaign Mgmt – Exchange Apps - Valex CNT - Computer Network Technology - EAI - Enterprise Acess Integration - screen scraper between internet an d legacy Genesys - Conna is competitor - more intelligent routing capabilities Nuance - not part of reg demo - could show it using the nunance # - 888-nuance8. (competitor is Intervoice and Lucent convergent IVR) Apect Commun - at trade show only - competitor is Blue Pumpkin Original footprint included a lot more but the consolidation thru acquisitions have decreased the number. Broadvision - FS vertical solution being configured for future demoing to show the personalized web site capabilities and integration to Siebel in realtime
  • R3arch

    1. 1. Architecture of the R/3 System Chapter 14
    2. 2. Problems of Enterprise-Wide Computing• Slow response time during peak traffic loads• Different time zones, systems, upgrades• Heterogeneous database problem• Multiple platforms
    3. 3. R/3 and Enterprise Computing• Development of “middleware” enables portability across platforms – Technologies include: • Db replication, messaging, XML, remote procedures• R/3 supports: – TCP/IP – RFC – SQL & ODBC – OLE, MAPI, EDI
    4. 4. R/3 Server Installations• 3-tier C/S preferred – Homogeneous - same OS on one or more platforms – Heterogeneous - a variety of platforms ex. UNIX, NT, Windows on application server • UNIX with Oracle, Informix, DB2 on db server – R/3 solves the distributed multiple heterogeneous platform problem with “middleware”
    5. 5. Benefits of Multiple Application Servers• An alternate server can be automatically selected if one is unavailable• “Load balancing” of clients to least busy server• Can optimize queries and reduce load on db server to improve response time• Because it is scalable, servers can be added as more processing capability is needed
    6. 6. C/S Scenarios• Centralized host computer performs all tasks including db, applications, and presentation• 2-tier C/S - db server is separate from “thick client” which processes apps and presentation• 3-tier C/S - separate systems for db, apps, and presentation (preferred by R/3)• N-tier C/S – extension using servers on Internet
    7. 7. SAP R/3 Basis SystemHardware UNIX Systems Data AT&T General Sequent Bull IBM IBM Bull/Zenith HP (Intel) SNI Digital SNI AS/400 Compaq IBM (Intel) ... HP SUNOperating AIX SINIXSystems Digital UNIX SOLARS Windows NT OS/400 HP-UX ADABAS DDatabases DB2 for AIX ADABAS D INFORMIX-OnLine 7 MS SQL Server 6.0 DB2/400 ORACLE 7 ORACLE 7 Windows 3.11, 3.11, Dialog Windows 3.11, Windows 95, Windows NT, OSF/Motif, Windows 95,SAP-GUI OS/2-Warp, Macintosh Windows NT, OS/2-WarpLanguages ABAP/4, C, C+ +
    8. 8. R/3 Middleware Transfer Protocols• Front-end (presentation tier) – R/3 GUI uses resident OS resources to cut flow of data to 1-2 KB – whole screens are not passed but only logical control information and user inputs• DB interface (between app and db servers) – SAP SQL within ABAP/4 environment – then translates queries into “native” SQL
    9. 9. More Middleware Functions• Interprogram communications – synchronous vs. asynchronous • Synchronous uses CPI-C, from IBM in the late ’80s – RFC/RPC libraries and DLLs to call R/3 functions/modules – SAP is closely aligned with COM from MS• Transaction management – ALE -distributes db availability to several sites • routes data, maintains security • creates IDOC master which contains info about the data • SAP experimenting with XML for internal messaging
    10. 10. Application Linking & Enabling (ALE)• Allows users to set up applications and databases at distributed locations• Not only routes data, but knows what data are needed in given situations; “intelligent middleware” – ALE checks for consistency of data, updates – uses IDOCS to send message between loosely coupled systems, with possibly dif. R/3 ver. – Asynchronous RFC means if system is down on target it will retry again
    11. 11. R/3 Distribution Scenarios• Initially, R/3 was designed with one centralized db in mind (from late ’80s)• ALE technology was developed to enable different integration scenarios – Contained in Business Blueprint • Centralized, integrated DB and application server • Centralized by module on servers • Completely decentralized R/3 with central db • “Next Generation” architecture
    12. 12. DEV QAS PRDCUSTTEST SAND QTST TRNG QTST System Landscape for SAP R/3 Implementation
    13. 13. Next Generation ERP Architecture• What is Internet ERP? – N-tier – EC, K Mgt, CRM, data mining, DSS, BI functionality on top of back office – Integrated tools include • BW with OLAP • APO • Sales Force Automation • CRM • B2B • SCM
    14. 14. Enterprise Application Integration (EAI) MS Office Visual Basic JavaDW environments EAI Server Legacy Applications CRM, etc ERP Applications
    15. 15. NetWeaver Adoption• SAP anticipates that NetWeaver will redefine the company in a global manner – About 3000 of more than 24,000 potential companies have put some portion of NetWeaver into play – Early stage of maturity – IBM and MicroSoft supporting NetWeaver – SAP committed heavily to grow this in 2004 and 2005
    16. 16. NetWeaver Components• SAP NetWeaver 2004 Synchronized Release as a single package – SAP WAS 6.4 – SAP EP 6.0 – SAP XI 3.0 – SAP BW 3.5 – SAP MI 2.5 • (SAP MDM limited usage at this point)• All sold and shipped together and can be installed in one procedure – Still possible to run individually – Ramp up was April 2004
    17. 17. SAP MI SAP NetWeaver™ PEOPLE INTEGRATIONSAP BI SAP EP Multi channel access … Portal Collaboration Composite Application Framework INFORMATION INTEGRATION Bus. Intelligence Knowledge Mgmt Life Cycle MgmtSAP XI Master Data Management PROCESS INTEGRATIONSAP WAS Integration Business Process Broker Management SAP MDM APPLICATION PLATFORM J2EE ABAP DB and OS Abstraction
    18. 18. Evolution of SAP App development• ABAP & SAP Basis WAS and Java• Open SQL Open SQL for ABAP & Java• RFCs/BAPIs Web Services/WSDL• ALE & IDocs XI, MDM, and XML• Report Writer/Query SAP BI• Dynpro, SAP GUI Web Dynpro, EP, MI• ABAP Workbench NetWeaver Developer Studio
    19. 19. mySAP.com Application Hosting Alternative• Application Service Providers (ASPs) integrate and combine • Evaluation • Implementation • Operation • Service & Support• Service offering for all kinds of outsourcing levels such as • Business Operation Services • Application Management Services • Platform Services
    20. 20. mySAP.com Application Enterprise ASP Spending Applications Management Hosting 30.0 25.0 2500 $2 BILLION 20.0 2000 $ Billion $ Million 15.0 1500 10.0 1000 5.0 500 $150 MILLION 0.0 0 1996 2001 1999 2003 Source: G2 Source: IDC, 1999• Analysts expect explosive growth in both sectors over next four years• Primary Lead Market: US• Secondary Lead Market: Europe
    21. 21. mySAP.com Application HostingEvaluation Evaluation Implementation Implementation Continuous Improvement Cont. ImprovementTest Drive Your We Host YourSolution Online Solution Online  Financial Application Compose Your Services Solution Online  HR Application Services We Build And Host Your We Implement Your Business Community / Solution Online Marketplace Online  Industry Marketplaces  Enterprise-specific Marketplaces SAP Partners + SAP AH SAP & Partners
    22. 22. SAP’s Portal Play • 3rd party services • More than 40 partners • Added value for business professionals • Highly Personalizable
    23. 23. Growing Importance of CRM•Based on a recent GartnerGroup survey (Aug 2000) on customerservice e-tailing sites, there are many potential areas for improvements.Some are simple; others require significant investments in people,processes and technology. Here are the top-10 pitfalls:•1. Requiring a password to access customer service•2. Lack of a customer service tab•3. Lack of search engines for general customer service•4. Lack of a site map•5. Lack of internationalization•6. Lack of agent support for new channels•7. Lack of working channels•8. Lack of good customer service on the phone•9. Lack of coordination between click and brick•10. Requiring software download for access
    24. 24. CRM Has Many Components One to One Marketing • Database Marketing Sales Force Automation • Customer Care Direct Mail • Telemarketing Relationship Marketing • Marketing Automation Customer Data Warehousing • Enterprise RelationshipCustomer Segmentation & Analytics • Customer Intimacy Front Office • Technology Enabled Relationship
    25. 25. Migrating to a New ModelPrior View Future View• Transaction • Customer Driven Driven • Multi-Media Access• 1-800 Access • Anytime Availability• Limited • Fully Integrated Availability • Technology Enabled• Stand Alone Units • Enterprise• Technology Capabilities Constrained • Profit Centers• Limited Capabilities • CRM Centers• Cost Centers• Call Centers
    26. 26. eCRM Technology Architecture Integrated Touchpoints Customer/ MAIL FACE-TO-FACE SELF SERVICE TELEPHONY Prospect/ Employee •Paper • Electronic • Fax • Handhelds • Tablets • Web • Kiosks • ACD • VRUTouchpoints FRONT OFFICE BACK OFFICE Marketing Workbench Sales Workbench Service Workbench Business • Database Marketing • Opportunity • Case Management Order Distribution Manufacturing ManagementApplications • Data Mining • Help Desk Management & Logistics • Proposal Generation • Campaign • Dispatch • Marketing Management Encyclopedia • Management Analytics • Content Management • Configuration & Pricing • Routing Finance, • Interactive Marketing • Tele Sales Procurement Accounting, Billing • Management Analytics • Scheduling HR • Management Analytics • Spare Parts Inventory FRONT OFFICE BACK OFFICE Data Stores DATA WAREHOUSE & OPERATIONAL DATA STORES Leads Opportunities Customers Interactions
    27. 27. eCRMLive Specialist• Located in PricewaterhouseCoopers’ CRM Solution Customer ion s lat ca Centers, Rosemont, IL, and Philadelphia, PA, Call Routing VRU Available CSR Ca ll Es eCRMLive demonstrates the successful deployment E-mail Supervisory Functions of best-in-class multi-media customer contact solutions. Telephone Call Switch/ACD Queue and Capacity Monitoring Workforce Management CTI Middleware Case Management Web Internet Self-service & Collaboration Relationship Marketing Content Management Legacy Customer Database Database SFA
    28. 28. eCRM VendorsVendor Demonstrated FunctionalityBroadVision Web PersonalizationCenterCore Call Center FurnitureCNT Legacy Middleware IntegrationCompaq NT servers and Desktop PCsGenesys Computer Telephony Integration, E-MailGrahl Ergonomic Call Center SeatingAvaya Switch/ACD, Internet Telephony Gateway,Internet Call Center, Call Management Server, Telephones & HeadsetsMicrosoft Microsoft ASPNuance Communications Speech RecognitionSiebel Systems Customer Service and Support Application, Sales ForceAutomationSun Microsystems Unix ServersSymon Communications Reader Board MessagingVignette Web Content ManagementCisco Web Collaboration/IntegrationXchange Campaign ManagementAspect Communications Workforce Management