SAP ServicesRun SAP Methodology:how to IMPleMent end-to-endSolutIon oPeRAtIonS
Content 4   Executive Summary 5   Why You Need a Methodology for     End-to-End Solution Operations 6   Objectives and Key...
exeCutIve SuMMARyThe foundation for business process            In many cases, the functional and tech-availability is lai...
why you need A Methodology FoRend-to-end SolutIon oPeRAtIonSThe complexity of solutions that youimplement requires a compr...
objeCtIveS And Key delIveRAbleSRun SAP provides a methodology forthe implementation of end-to-end solu-tion operations. Th...
SAP StAndARdS FoR SolutIon oPeRAtIonSCompanies expect high availability andcontinuity of their solutions, flexibility to  ...
RoAd MAP to IMPleMentend-to-end SolutIon oPeRAtIonSThe implementation of operations is                   In the implementa...
Assessment and Scoping                     Operational Requirements Analysis            • The skills required to manage   ...
The first step to efficient operations of                                                                                 ...
The goal of the solution transition to        dents in operations of mission-critical    • Change control managemententerp...
SAP Active Global Support provides services across the                                   ness processes. Business process ...
monitoring procedures, and eventually                                                                                     ...
solution. With SAP Solution Manager,         detailed information, including accelera-   also check if and prove that the ...
tRAInIng And CeRtIFICAtIonSAP offers several training courses         tion operations in the different phases    E2E100 E2...
E2E400 E2E Technical Upgrade                                                                                     Managemen...
SAP SolutIon MAnAgeRSAP Solution Manager is the applica-                   cess and system monitoring, servicetion managem...
SuPPoRt SeRvICeSThe SAP Active Global Support organi-      For further information about the Runzation supports the implem...
50 087 931 (08/04)©2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp,SAP NetWeaver, Duet, PartnerEdge, ByDesign, ...
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Run sap methodology how to implement end to-end solution operations

  1. 1. SAP ServicesRun SAP Methodology:how to IMPleMent end-to-endSolutIon oPeRAtIonS
  2. 2. Content 4 Executive Summary 5 Why You Need a Methodology for End-to-End Solution Operations 6 Objectives and Key Deliverables 7 SAP Standards for Solution Operations 8 Road Map to Implement End-to-End Solution Operations 9 Assessment and Scoping11 Design of Operations14 Setup of Operations14 Handover into Production14 Operations and Optimization15 Training and Certification15 E2E040 Run SAP – End-to-End Solution Operations (Two-Day Course)15 E2E050 E2E Solution Scope and Documentation (E-Learning Course)15 E2E100 E2E Root Cause Analysis (Five-Day Course)16 E2E200 E2E Change Control Management (Five-Day Course)16 E2E300 E2E Solution Support – Integration and Automation (Five-Day Course)16 E2E400 E2E Technical Upgrade Management (Two-Day Course)17 SAP Solution Manager18 Support Services
  3. 3. exeCutIve SuMMARyThe foundation for business process In many cases, the functional and tech-availability is laid in the technical imple- nical implementations are delivered bymentation of the solution that supports different professional service organiza-the business process and that solution’s tions and by separate project teamsend-to-end operation. operating with separate budgets. And most organizations do not have a formalBusiness process availability, however, plan in place to guide the handover fromis not merely a function of the underlying the implementation team to the supporttechnology and the application. Avail- organization.ability hinges on how that technology isfirst implemented and then supported, SAP has a vested interest in ensuringday in and day out. Functional and tech- that every support organization cannical project teams must work in con- successfully run the business systemscert – not in a vacuum and certainly not that support the business processes.at odds with one another – and so must With Run SAP, the SAP® Active Globalin-house technical teams and outside Support organization has taken stepsconsultants, including those from SAP. to define a clear, shared methodology for the ongoing management of theThe Run SAP methodology provides end-to-end solution.a proven methodology to enable youto optimize the implementation and on-going management of end-to-end solu-tion operations. The focus is on appli-cation management, business processoperations, and administration of theSAP NetWeaver® technology platform.In many implementation projects, thetechnical and functional parts of theimplementation operate as two sepa-rate projects. The two parts of a typicalimplementation and operations projectare nearly equal in terms of complexity,effort, and resources. However, thefunctional and technical implementationteams have different target groups: thefunctional departments and the supportorganization, respectively.4
  4. 4. why you need A Methodology FoRend-to-end SolutIon oPeRAtIonSThe complexity of solutions that youimplement requires a comprehensivesolution management concept. Busi-ness processes extend not only acrossdifferent systems and components in-side the same organization but alsoacross different organizations. For thisreason, integration of business pro-cesses as well as of software and sys-tem components becomes more rele-vant in the implementation of the newsolutions.In the support of today’s solutions,many organizations play an importantrole: functional implementation part-ners, hardware partners, third-party You need not only to successfully implement SAPsoftware providers, outsourcing part-ners, and so on. In many cases, the solutions but also to manage the operation of theteam in charge of the implementation is business processes after going live with thenot the same as the team responsiblefor the operations and support of the software.solution.You need not only to successfully im-plement SAP® solutions but also tomanage the operation of the businessprocesses after going live with thesoftware. Therefore, you need the SAPstandards for solution operations to runSAP solutions, as well as the method-ology for the implementationof those solutions. 5
  5. 5. objeCtIveS And Key delIveRAbleSRun SAP provides a methodology forthe implementation of end-to-end solu-tion operations. This methodologyincludes:• The SAP standards for solution operations• The road map of Run SAP to imple- ment end-to-end solution operations• A training and certification program• Tools, including the SAP Solution Manager application management solution• Support servicesFigure 1 shows in summary the scopeand the deliverables of the Run SAP RUN SAPmethodology. SAP® Standards Road Map and for Solution Operations Training and Certification Best-Practices Documents Includes IT standards and Provides up-to-date skills Accelerates the tools to run SAP® software for the ecosystem and latest implementation of end-to-end application technology solution operations Services Engages the SAP Services organization to implement end-to-end solution operations SAP Solution Manager Provides all tools for end-to-end solution operations Figure 1: Best Practices, Content, Services, Training, and Tools6
  6. 6. SAP StAndARdS FoR SolutIon oPeRAtIonSCompanies expect high availability andcontinuity of their solutions, flexibility to Solution Transition toquickly implement changes, and low total End-User Support Change Management Enterprise Service-Orientedcost of ownership (TCO). Additionally, Architecturethey need to be able to manage out- • Change request • Readiness fortasking and outsourcing relationships management enterprise service-orientedacross different time and geographical Incident management • Change control architecturezones as well as control and monitor management • Release and upgrade • Test management managementservice-level agreements. To achievethis, IT governance is key. Companies Application Management Business Process Operationsneed an IT strategy that focuses on the • Minimum documentation • Business process andmanagement of complexity, risks, and • Root cause analysis interface monitoringcosts as well as skills and resources. • Remote supportability • Data volume managementStandardized procedures that leverage • Job scheduling managementthe experience of the organization and • Transactional consistencythe software supplier are a key prereq- • Data integrity management • Exception handlinguisite for the optimization of applicationmanagement. Custom Development Management Technical Operations Custom code maintenance • System administrationWith the SAP standards for solution • System monitoringoperations, you gain defined standardsfor important operations processes IT Infrastructure Managementwithin a company’s business and ITunits. These key standards and prac- Figure 2: SAP® Standards for Solution Operationstices address the needs of businessprocess experts – the stakeholdersresponsible for the design and execu- Change management enables the planning andtion of business processes – and of IT management of changes, minimizing the risk throughdepartments charged with ensuringthat the services provided by the SAP the use of standard processes for each of the changes.solutions are available for businessusers.Each standard contains best-practiceprocedures on how to run the individualtasks, explanations on which tools fromSAP Solution Manager should be used,and available training and services thatsupport the adoption of the standard. 7
  7. 7. RoAd MAP to IMPleMentend-to-end SolutIon oPeRAtIonSThe implementation of operations is In the implementation of operations, The road map for Run SAP guides youa project that runs in parallel with the several parties may be involved: the through defining the scope of the oper-functional and technical implementation company, system integrators, the sup- ations to be implemented, preparing aprojects. In some cases, the implemen- port organization, outsourcing partners, detailed plan, doing the setup, and run-tation of operations is conducted by an and hardware partners. For this reason, ning your SAP solution. Moreover, itorganization different from the one con- you need to coordinate all the activities helps you find the right strategy andducting the functional implementation to implement the operations as a project tools to implement your end-to-endproject; for example, the implementa- or several projects. solution operations.tion of operations may be conductedby outsourcing companies or another The road map provides not only whatdepartment of your company. needs to be implemented but also information about how it needs to be implemented, in the form of implemen- Assessment Design of Setup of Handover Operations and tation methodology documents and and Scoping Operations Operations into Production Optimization best-practices documents. Operational End-user End-user Knowledge End-user requirements support concept support setup transfer support The implementation methodology docu- analysis training and ments describe how support is imple- certification mented across the life cycle. Scope Change Change Final testing Change definition management management and sign-off management The best-practices documents describe concept implementation in more detail how to implement the Technical Application Application Transition Application end-to-end solution operations for requirements management management into production management different SAP solutions. The best and architecture concept implementation practices described are based on the Project Business Business Handover Business experiences of thousands of companies. setup process process process operations operations operations concept implementation The road map is available as part of Run SAP in SAP Solution Manager as Governance Custom Custom Custom well as in the SAP Service Marketplace model for development development development operations management management management extranet. concept implementation Run SAP provides detailed assistance Solution Technical Technical Technical transition to operations operations operations through every phase, as described in enterprise concept implementation Figure 3: service-oriented • Assessment and scoping IT infrastructure IT infrastructure IT infrastructure architecture • Design of operations management management management concept implementation • Setup of operations • Handover into productionFigure 3: Project Life-Cycle View of End-to-End Solution Operations • Operations and optimization8
  8. 8. Assessment and Scoping Operational Requirements Analysis • The skills required to manage The first steps in this phase are to un- the solutionThis phase is preparation for the imple- derstand the business requirements for • The way in which the support orga-mentation of the operations. The objec- operations and to guarantee the opera- nization needs to be empoweredtive is to make an assessment of the bility of the solution. Operability is the • Tools and processes requiredbusiness and technical requirements ability to maintain IT systems in a func- • Functions to be implemented usingfor operations in order to define what tioning and operating condition, guaran- SAP Solution Manageraspects of the operations need to be teeing system availability and requiredimplemented, enhanced, or adjusted. performance levels to support the exe- During the scope definition, you also cution of the enterprise’s business need to identify which SAP compo-In most cases, companies already have operations. nents, support for business processes,an existing support organization and and interfaces are being implementedoperations, but they need to integrate For example, mission-critical solutions and need to be considered fornew parts of the solution or a new so- require 24x7 availability, which has im- operations.lution into the existing operations. In plications for the way you need to mon-some other cases, companies need to itor and maintain the application and the Finally, you must decide what kinds ofstart from the beginning. systems. support you will implement as part of Run SAP.Since SAP provides a set of standards Scope Definitionand tools to run operations, your orga- Once the operational requirements are Technical Requirements andnization needs to identify the gaps in clear, you need to define what part of Architecturethe solution operations to ensure high the operations you need to implement, To implement operations, you need aavailability of business processes and enhance, or optimize in order to meet technical infrastructure. This technicalsystems. the business requirements. To define infrastructure includes tools to support the scope, you can use the SAP stan- the different support and operationsThe output of this phase is the defini- dards for solution operations discussed processes, such as end-user support,tion of the kind of support processes above to identify the gap. You also monitoring, change management, andthat will be implemented and the techni- need to identify the following: so on. In this phase, you need to deter-cal infrastructure required to do this. mine how the technical infrastructure 9
  9. 9. The first step to efficient operations of end-to-end solutions is to ensure the specialization of organizations. Dedicat- ed stakeholders are responsible for dif- ferent objectives. You can arrange the stakeholders into different organiza- tions that can be grouped largely into two key organizational areas: business unit and IT. While the names of the organizations may differ from company to company, their function is roughly the same. They run their activities in accordance with the corporate strate- gy, the corporate policies (for example, corporate governance, compliance, For the setup of operations, the road map for and security), and the goals of their organizations. Run SAP provides detailed information, including accelerators and best-practices documents for ways Solution Transition to Enterprise Service-Oriented Architecture to do the implementation. A clear IT strategy is a key success factor for effective operation of busi- ness processes and systems. For theneeds to be implemented (for example, need to be set up. During the project support organization, it is important toglobal versus local infrastructure). SAP setup, you plan the projects and the understand the IT strategy to determineSolution Manager serves as the appli- next steps following the Run SAP the impact on the operations and howcation management infrastructure for methodology. the operations need to be adjusted oroperations. On the basis of the defined enhanced to be able to support thescope, you need to determine the ar- You need to consider implementing strategy. The solution transition to en-chitecture, the structure, and the sizing end-to-end solution operations as an terprise service-oriented architecturerequired for SAP Solution Manager, implementation project. (enterprise SOA) includes topics suchconsidering which kinds of support will as readiness for enterprise SOA, up-be implemented or enhanced. Governance Model for Operations grade strategy and planning, capacity The governance model describes the management, and so on.Project Setup mission of the IT operation. You de-Normally, the implementation of the scribe the mission by defining the orga- Supporting and operating enterpriseoperations occurs in parallel with an nization, the standards, and the pro- SOA means higher responsibilities.implementation, upgrade, or enhance- cesses (that is, the who, what, and This is especially true for the IT depart-ment project. As a result of the scoping how) on the basis of the fundamentals ments that must ensure that the under-and assessment sessions, you define of the corporate strategy and policies lying technology guarantees the reliabil-which parts of the operations need to (that is, the why). ity, availability, data consistency, andbe implemented and which projects agreed performance of services that are part of the business processes.10
  10. 10. The goal of the solution transition to dents in operations of mission-critical • Change control managemententerprise SOA is to support your IT applications can cause severe business Change control management is theorganization on its way to enterprise loss if they are not properly managed, process to enable the deploymentSOA and in running an existing enter- their root cause identified, and correc- and the analysis of changes thatprise SOA. This includes not only the tive action taken. The incident manage- need to be addressed in order totechnical but also the organizational ment standard defines the process and ensure that changes are executedreadiness. tools required to manage the collabora- without disruption of the ongoing tion between the involved parties to re- business. The standard covers twoDesign of Operations solve incidents in time. major areas of change control: change deployment and changeThe purpose of this phase is to design Normally, companies already have an diagnostics.the operations on the basis of the re- existing incident management process • Test managementsults of the assessment and scoping and the corresponding tools. However, The goal of testing is to ensure thephase. Basically, you need to create a when a new solution goes live, you normal flow of the processes. Thebusiness blueprint of your operations need to ensure that the existing proce- test management standard includesprocesses or define what you need to dures can handle the new solution and not only functional testing but alsodo to enhance or modify existing can meet the service-level agreement integration and volume testing.procedures. with the users of the solution. SAP Solution Manager provides toolsIn this phase, you define the opera- The support desk functionality in to support change management.tions. This includes the following SAP Solution Manager enables yourinformation: organization to implement incident• How the processes are going to work management.• Which tools are required to imple- ment the support for the processes Change Management Concept• How to train your support Change management enables the organization planning and management of changes,• Which services are required from minimizing the risk through the use of SAP standard processes for each of the changes. A proven change manage-Figure 2 lists the standards, and the fol- ment concept is a key success factorlowing sections explain the key areas for ensuring the stability of businessto take into account. processes and systems.End-User Support Concept Change management includes:The support for end users after the go- • Change request managementlive stage is a critical success factor for The goal of the change request man-the acceptance of the solution as well agement standard is to efficiently andas for the normal flow of the business punctually implement changes toprocesses. SAP applications with minimal risks, using standardized methods and pro-One of the most critical operations pro- cedures to ensure the stability of thecesses is incident management. Inci- systems and processes. 11
  11. 11. SAP Active Global Support provides services across the ness processes. Business process and interface monitoring describes bestRun SAP methodology implementation cycle to support practices for monitoring and supervi-you in implementing operations and providing knowledge sion of the mission-critical business processes, including critical interfaces.transfer to your support organization. Exception handling explains how to de- fine processes and procedures to man- age exceptions and error situationsApplication Management Concept • Remote supportability during daily business operations. Possi-The goal of this concept is to provide To be able to receive fast, safe, and ble results are smoother business exe-the assistance required to analyze and remote support to analyze problems, cution and an optimized total cost ofsolve incidents and problems. Applica- companies need to have SAP Solu- operations.tion management includes several tion Manager to connect to the SAPtasks, from solution landscape plan- network and get remote support. Data Volume Managementning, to implementation, to handling Because of the tendency to run highlyand execution of changes coming from Business Process Operations interconnected systems (internal andbusiness units, to documentation of Concept external) and the business needs tostandards, to assurance of remote sup- To ensure availability of business pro- have data instantly accessible, data vol-portability. The key interface between cesses, you need a comprehensive umes are growing and growing. Thisbusiness and IT is the application man- concept to manage business process- has an impact not only on performanceagement organization. es end-to-end. The business process but also on your overall operations. operations concept includes the topics Therefore, you need to define a con-The application management concept covered in the following sections. cept of how to manage data growth bydefines how the support organization avoiding data creation, archiving data,will handle the following topics: Business Process and Interface and deleting data. The data volume• Minimum documentation Monitoring and Exception Handling management standard helps increase This includes the documentation of To increase availability of business pro- the availability of your solution because the system landscape, business pro- cesses, you need to define a concept administration tasks such as software cesses, and interfaces. This is a key to monitor the core business process- upgrades, database reorganization, success factor for problem resolution es and define error-handling procedures data backups, or data recovery can be since this information needs to be ac- to be able to react to critical situations. done in less time. In addition, you can curate to speed the problem resolu- In the design of operations phase, you reduce the time needed for managing tion process and ensure change man- need to identify the critical business disk space and benefit from more effi- agement and know-how transfer to processes and exception situations and cient use of resources such as hard the organization. the ways to handle those exceptions. drives, memory, and CPU.• Root cause analysis This includes identifying the correspond- Clear procedures and relevant tools ing tools for the processes. For exam- Job Scheduling Management are key success factors for enabling ple, SAP Solution Manager offers the Job scheduling management deter- you to analyze the cause of prob- functionality to monitor your business mines in what sequence you have to lems. SAP Solution Manager pro- processes. execute different activities (online and vides the required tools to conduct background), while considering existing root cause analysis for code from The standard of business process and limitations and avoiding bottlenecks, to both the ABAP™ programming lan- interface monitoring and that of excep- meet given processing deadlines. There guage and Java. tion handling describe a model for the are two main reasons for scheduling management of mission-critical busi-12
  12. 12. monitoring procedures, and eventually create corrective tools to solve incon- sistencies. This requires profound knowledge of the application as well as the involved interfaces. Custom Development Management Concept Custom code comprises the compo- nents that have been developed to complement the standard application portfolio in order to achieve a particular functionality not delivered within the ap- plication standard. Custom code can be an application developed on top of SAP software or an application devel- oped next to the software and interfac-restrictions: time and hardware re- Job scheduling addresses issues of ing with the rest of the application land-sources (CPU, main memory, network time constraints and resource limita- scape. It is not enough to develop thecapacity, and so on). Additional restric- tions. In a productive solution land- custom code; you need to have a con-tions may exist as a result of depend- scape, you need to execute online and cept of how to maintain new code, howencies between different activities with- background activities as well as mainte- to deploy the code, how to monitor thein the same system or even across nance and administration tasks. Job processes, and how to manage excep-system borders. scheduling leads to reduced costs, less tion situations. These concepts need to people resources, better resource us- be part of the code design in the de-Job scheduling management includes age, and better timing through automa- sign of operations phase, with the stan-the definition of roles and responsibili- tion. With load balancing, the resource dards defined in this phase and thenties as well as procedures for planning, usage can be optimized. implemented and optimized during thecontrolling or scheduling, and monitor- operations and optimization phase.ing of all system-related and business Transactional Consistency and Dataprocess–related operational activities Integrity Management Technical Operations Conceptfor a system landscape. All these activi- Data inconsistencies can lead to im- To run your SAP software, you needties should be performed centrally and mense costs. In addition, business pro- to define a concept for technical opera-are defined as follows: cesses that are supported by inconsis- tions that includes system administra-• Planning is the process of collecting tent data can lead to downtime of your tion and system monitoring. Your con- information on which background solution until the root cause is identi- cept depends on the SAP components jobs have to be run and then deciding fied and data is corrected. By prevent- being implemented. In the design of op- which job should be run at what time. ing and detecting data inconsistencies erations phase, you need to define the• During scheduling, you enter the job as early as possible and utilizing de- underlying technology to monitor your data into the system landscape. fined error-handling procedures, your landscape and SAP software and learn• Monitoring ensures that the back- daily business operations can be pro- how to operate the solution. ground jobs are running correctly – tected. In the design of operations for example, at the dedicated time – phase, you need to identify the areas SAP Solution Manager serves as a and do not cancel or produce errors. for potential inconsistencies, define central application management 13
  13. 13. solution. With SAP Solution Manager, detailed information, including accelera- also check if and prove that the require-you can combine technical information tors and best-practices documents for ments to run the application are met.– such as key performance indicators ways to do the implementation. These include service-level agree-and performance information – with ments, performance of the businessbusiness process–related information. The setup of operations follows the processes and software, integration,It supports the whole solution life cycle, same structure as that in the design of and so on.from the implementation to the opera- operations phase:tion of SAP and non-SAP software. • End-user support implementation This phase includes the following topics • Change management implementation in general:IT Infrastructure Management • Application management • Knowledge transfer training and certi-Concept implementation fication – end-to-end solution opera-Run SAP focuses on managing the • Business process operations tions trainings and certificationsbusiness processes and the SAP implementation • Final testing and sign-offsoftware components. In addition, your • Custom development management • Transition into productioncompany needs to manage the underly- implementation • Handovering infrastructure to run SAP applica- • Technical operations implementationtions. This includes the following areas: • IT infrastructure management Operations and Optimization• Access management implementation• Mainframe management The primary goal of this phase is to en-• Server management and support In this phase, you can use the imple- sure the normal operations of the busi-• Network management mentation methodology documents ness processes and the solution land-• Storage and archiving as well as the best-practices docu- scape in order to meet the business• Directory services management ments, which describe how to do requirements. To do this, you need to• IT operations the setup. establish procedures in advance to• Desktop support monitor the solution (business process-• Middleware management As a result of this phase, you will have es and systems) and put in place a sup-• Internet and Web management an implemented and tested operations port organization with the right skills concept and will be ready to start and knowledge.To manage this infrastructure, SAP operations.partners support the best practices The secondary goal of this phase is toand standards needed. Most support Handover into Production optimize and improve the solution andorganizations use the information its operation in order to reduce TCO ortechnology infrastructure library (ITIL) This phase describes the activities avoid additional cost. In general, thismethodology to do this. required to start the operations of the phase consists of reactive and proac- SAP solution. The objective is to en- tive activities. These activities includeSetup of Operations sure that the support organization can the daily operations of the solution af- manage the SAP solution and that all ter implementing the solution.The purpose of this phase is to imple- the processes and tools required are inment end-to-end solution operations on place and have been tested. This is athe basis of the plan made during the “phase gate” to ensure that the opera-previous phase. To help you do so, the tions of the solution have been imple-road map for Run SAP provides more mented and tested. In this phase, you14
  14. 14. tRAInIng And CeRtIFICAtIonSAP offers several training courses tion operations in the different phases E2E100 E2E Root Cause Analysisor empowering workshops to facilitate of the road map for Run SAP, whose (Five-Day Course)knowledge transfer to your support standards and best-practices configura-organization. The training and certifica- tion settings are provided by SAP. E2E root cause analysis training enablestion of Run SAP provides companies, you to leverage root cause analysispartners, and SAP consultants with the E2E050 E2E Solution Scope and standards and resolve problems inmethodology to implement end-to-end Documentation heterogeneous IT landscapes quicklysolution operations as well as the SAP (E-Learning Course) and permanently. The end-to-end rootstandards for solution operations. SAP cause analysis course provides youoffers the following training. The end-to-end (E2E) solution scope with best-in-class knowledge and skills and documentation training is the foun- to run the diagnostics functionality ofE2E040 Run SAP – End-to-End dation for the end-to-end courses 100 SAP Solution Manager on the full breadthSolution Operations through 400. The course provides a of solution operations. A higher level(Two-Day Course) general overview of how to plan and of availability of your IT solution leads develop business scenarios and pro- to less work for your IT organization,This training course provides technical cesses quickly and maintain them with lower TCO for you.and application consultants, as well as cost-effectively with the help of SAPimplementation and operation partners, Solution Manager. Based on SAPwith an overview of SAP standards know-how, methods, best-practicesfor solution operations and the tools documents, and tools, E2E solutionrequired to successfully support an scope and documentation training helpsSAP solution landscape. The focus of you ensure efficient management andthis training is on the Run SAP method- implementation of all of your solutions.ology and the understanding of whatneeds to be done to implement solu- 15
  15. 15. E2E400 E2E Technical Upgrade Management (Two-Day Course) E2E technical upgrade management training guides you through the upgrade project to manage challenges, such as project management, efficient testing, and minimization of downtimes; adapta- tion of applications and modifications; and knowledge transfer to end users. With the best-in-class knowledge that E2E technical upgrade management training provides, you will become competent in the skills required to successfully execute and manage technical upgrade projects that repre-E2E200 E2E Change Control E2E300 E2E Solution Support – sent mission-critical operations. ByManagement Integration and Automation reducing the risk and cost of technical(Five-Day Course) (Five-Day Course) upgrades in the future, your business will benefit from continuous improve-This course introduces you to change This course focuses on the areas of ments to mission-critical enterprisecontrol concepts, which coordinate and business process and interface moni- solutions, ensuring a decisive marketoptimize how changes are introduced toring, job scheduling management, lead.into a software landscape. By ensuring business process performance optimi-that changes do not conflict with each zation, data consistency management,other, and do not disrupt ongoing busi- and data volume management. Theseness, you ensure improved quality of standards help you streamline planningthe software landscape and higher and integration of business-criticalavailability of IT solutions. End-to-end processes in heterogeneous IT land-change control management training scapes. Aiding you with improved busi-provides you with the know-how to effi- ness processes, performance, andciently handle changes to solutions, data consistency of your solutions andwhich is vital to achieving operational optimized use of hardware resources,excellence in your business and cutting E2E solution support integration andTCO significantly. automation training helps your business contain costs.16
  16. 16. SAP SolutIon MAnAgeRSAP Solution Manager is the applica- cess and system monitoring, servicetion management solution that enables desk, and minimum documentation.you to implement end-to-end solution Run SAP methodology is availableoperations. With SAP Solution Manag- with SAP Solution Manager. Run SAPer, you gain the support of several describes how to implement solutionfunctions required to run operations, operations using the functionality pro-such as root cause analysis, change vided in SAP Solution Manager.request management, business pro-Implementation of SAP® solutions Solution monitoring• SAP methods and tools • System monitoring• Global rollout • Business process• Customizing synchronization monitoring ion• E-learning management at • Central system t O en• Test management administration pe Implem ratio • Solution reporting Core Business • Service-level reporting ns Processes • SAP EarlyWatch® AlertUpgrade of SAP solutions Service desk• SAP methods and tools • Best-practices docu-• E-learning management Op tim ments for messaging• Test management ization • Integration of third-party help desks Root cause analysis • Safe remote access • PerformanceChange request management Delivery of SAP Services measurement• Following of ITIL standards offerings • Logs and dumps• Maintenance processes • On-site/remote delivery • Traces • Issue management • Technical configurationFigure 4: Support for the Application Life Cycle with SAP Solution Manager 17
  17. 17. SuPPoRt SeRvICeSThe SAP Active Global Support organi- For further information about the Runzation supports the implementation of SAP methodology, please visit us on theRun SAP with offerings such as SAP Web at www.service.sap.com/runsap.MaxAttention™ support option, SAPSafeguarding services, and the SAPEnterprise Support services. The SAPServices organization provides servic-es and project support across the RunSAP methodology implementation cy-cle to assist you in implementing opera-tions and providing knowledge transferto your support organization.18
  18. 18. 50 087 931 (08/04)©2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp,SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign,and other SAP products and services mentioned herein as well as theirrespective logos are trademarks or registered trademarks of SAP AG inGermany and in several other countries all over the world. All other productand service names mentioned are the trademarks of their respective com-panies. Data contained in this document serves informational purposes only.National product specifications may vary.These materials are subject to change without notice. These materialsare provided by SAP AG and its affiliated companies (“SAP Group”) forinformational purposes only, without representation or warranty of any kind,and SAP Group shall not be liable for errors or omissions with respect tothe materials. The only warranties for SAP Group products and services arethose that are set forth in the express warranty statements accompanyingsuch products and services, if any. Nothing herein should be construed asconstituting an additional warranty. www.sap.com /contactsap

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