Operations Control Center (OCC)

SAP AG
2013
Operations Control Center (OCC)
Public

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public
Disclaimer
This presentation outlines our general product direction and should not be relied on in making a
purchase decision. This presentation is not subject to your license agreement or any other agreement
with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to
develop or release any functionality mentioned in this presentation. This presentation and SAP's
strategy and possible future developments are subject to change and may be changed by SAP at any
time for any reason without notice. This document is provided without a warranty of any kind, either
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particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this
document, except if such damages were caused by SAP intentionally or grossly negligent.

Agenda
What is an OCC?
Why do you need an OCC?
How do you set up an OCC?

Change
Application Lifecycle ManagementRun SAP like a Factory
Business Process Monitoring
and Analytics
Build Execution
Test Execution
Deployment
execution
Build Mgmt
Test Mgmt
Release &
Deployment Mgmt
Design Mgmt
IT Service Management
Minor Release
Urgent Change
IT Portfolio and
Project Management
Project
Portfolio
Major Release
Run SAP like a Factory as part of IT Management
Business
RequirementEnhancement Incident
Problem
Request for Change
Service Request
Event Management and
Continuous Improvement
Technical Monitoring
Single
Source
of Truth

Innovation Control Center and Operation Control Center
Integration with Mission Control Center
Innovation Control Center
Build SAP like a factory
 Reduce implementation cost
 Reduce time to value
 Smoothen transition to operations
 Avoid unnecessary modifications
Mission Control Center
Enhanced Back Office
 Direct access to unmatched
expertise from SAP and ecosystem
 Fast issue resolution
Operations Control Center
Run SAP like a factory
 Improve business continuity
 Higher degree of automation
 Better business performance
 Reduce total cost of operations
SAP Solution Manager
Customer
SAP

Operations Control Center: Establish Run SAP Like a Factory
Operations and continuous improvement
Operations Phase: After go-live
 Operated by a small team of IT
Operators, who work on the alerts in a
guided way (event management)
 Provides monitors and dashboards,
which report the status of the business
processes and related IT landscapes
 Includes a continuous improvement
process, which optimizes the overall
operational setup depending on newly
identified business requirements
Operations Control Center
Event Management
Incident Management
Problem Management
Continuous ImprovementCentral Monitors
ChangeManagement
Status Business UsersStatus Core Business
Processes
Status of Technical
Components
Alert Inbox

The Central Monitors & Event Management
The central monitors / dashboards
 Address key operational pain points, and provide full transparency
about the status of the core business processes and the IT
landscape.
 Run on large TV screens in the Operations Control Center.
 Reports and dashboards provide detailed information to all IT support
levels (from IT Operators to the CIO).
Event Management
 Alerts are triggered in case of major exceptions and technical
problems.
 They show up in the alert inbox.
 The first analysis action, performed by IT Operators, is documented in
the alert context.
 Event Management defines the IT support process between alert
creation and alert closure.

The Continuous Improvement process (PDCA example)
 Identifies improvement areas, run a detailed root cause analysis,
provides an As-Is/To-Be determination, documents and judges on the
case, and collects improvement proposals (PLAN phase).
 The proposals are tested and fine-tuned (DO phase).
 The results are checked, and a new standard is being defined (STUDY
phase).
 The new standard is implemented, and the results are checked against
To-Be state (ACT phase).
Process trigger
 Trend data and analytics functionality in SAP Solution Manager
Process driver
 SAP sees the Quality Managers for Business Continuity and Business
Process Improvement as the main responsible for driving the
improvement process (advanced CCOE roles).

Control Center Room – Why is it Important?
One physical room providing
transparency about the
operational status of the solution
Space for more experts in case of
severe issues (e.g. escalations)
Space for related teams (e.g. Service
Desk) for short communication lines
Large TV screens visualizing key
information and incoming alerts
Detailed monitors and tools for
troubleshooting
Small team of IT Operators taking
immediate action on alerts

Why on SAP Solution Manager 7.1?
Alerting
 New Monitoring and Alert Infrastructure with release 7.10
 Less alerts via grouping and correlation
 Tight integration into SAP CRM (incidents, tasks)
Monitoring and
Administration
 New SAP components will centrally show up here first (e.g. SAP HANA)
 Guided Procedures to support daily administration (e.g. SAP HANA)
Reporting
 BW reporting engine underneath SAP Solution Manager
 Preconfigured reports and dashboards (extendable)

Motivation for an Operations Control Center
Goal Benefit Challenge
Transparency
Global transparency for business processes
and IT landscape components
…get central insight if business processes work as expected and all IT landscape
components are operating with best performance – via expert and IT Operator
monitors, and via dashboards and reports.
Efficiency
Reduced IT support process costs
... document, standardize and automate administrative tasks and procedures.
Introduce analysis support by Guided Procedures.
Optimization
Higher end user satisfaction & faster
business processes
…identify, analyze, and correct severe problem areas and negative business
performance trends, by introducing a Continuous Improvement process.
Pro-Activeness
Identify issues before the business is
impacted
…ensure that issues are automatically detected and reported 24x7, to make
support experts work on these even before end users are reporting an incident.
Stability
Smooth & reliable processing of core
business processes
…come to a more stable business solution (end-to-end), by orchestrating
technical and business process related monitors into a central support
environment (including Non-SAP).

Mapping Goals to the OCC Structure
Event Management
Incident Management
Problem Management
Continuous ImprovementCentral Monitors
ChangeManagement
Status Business UsersStatus Core Business
Processes
Status of Technical
Components
Alert Inbox
Providing
Transparency
Operational
efficiency
Optimize
operations
Re-active
operations
Pro-active
operations

Example: OCC in a Hosted Environment
Benefits
 Full monitoring of all SAP components
 Pro-active alerting
 IT Operators work in an efficient and standardized
way on alerts
 IT Operators act as an additional line of support
protecting valuable L2 resources
 Transparency on alerts
 Transparency on incidents
 One data platform for monitoring, troubleshooting,
reporting and dash boards (SAP Solution
Manager)
 Seamless integration with SAP
 Reduced licensing costs
SAP BI
SAP PI
SAP ERP
…
Service
Desk
SAP Solution
Manager
Central
Monitors
Customer Hosting Partner
Partner
Monitoring
Suite
Partner
Service Desk
L2 Support
L2 Support
L1 Support
SAP

OCC – General Implementation Concept
2
Understand current operational
challenges by answering the question:
While operating SAP, what creates
pain to the Business / to IT, and why?
Create transparency about these
challenges – by setting up central
monitors and a standardized
monitoring process
Improve the initial setup, and
SAP operations in general –
by implementing a continuous
improvement process
1 3

Setup of a New OCC
Scoping
 In case there is no OCC
already set up, a new one
needs to be scoped based
on customer and project
requirements.
 The positioning can be done
in an initial “Run SAP like a
Factory” workshop
Implementation
 The OCC monitors are
being implemented in
parallel to the OCC
processes, according to
a setup roadmaps.
 The OCC support content
needs to be developed as
described before.
Operations
 SAP helps setting up the
OCC until Go-Live and
beyond.
 As of OCC Go-Live, a new
team of IT Operators will
handle day-to-day
operations.
OCC Setup Project

Implementation Roadmaps
 SAP Solution Manager provides implementation
roadmaps for:
– Application Operations
– Business Process Operations
– Operations Control Center
 The roadmaps can be tailored to customer
needs within projects.
 Roadmaps are structured documents, which
support the implementation via accelerators,
templates, links to expert information…
 Roadmaps are part of ST-ICO: The higher the
SP level, the better it is.
 Look up roadmaps in transaction RMMAIN.

How to Start Implementing an OCC Yourself?
Clarify
requirements
Run basic tool setup
IT Operators and
Event Management
“Where are our pain areas?”
„What do we need?“
„Initial tool basis for our OCC,
depending on our requirements“
“Pro-active operations
based on alerts”
“Extend based on
new requirements”

More Information
White Paper on Run SAP like a Factory / OCC
https://service.sap.com/runfactory > How Run SAP like a Factory Works
WIKI on Application Operations at SDN
http://wiki.sdn.sap.com/wiki/display/TechOps/Home
Recordings (SAP TechEd Online)
Run SAP Like a Factory: Successful Business Process Monitoring
http://www.sapvirtualevents.com/teched/sessiondetails.aspx?sId=169
Run SAP Like a Factory: Technical Operation of SAP Landscapes
http://www.sapvirtualevents.com/teched/sessiondetails.aspx?sId=177

Summary
The OCC creates transparency about the operational status
Continuous Improvement is required to address operational pain points
for business and IT, and to be prepared for new operational challenges.
SAP recommends setting up an Operations Control Center, to efficiently
and pro-actively manage the productive SAP solution. The foundation is
SAP Solution Manager 7.1.1
2
3

© 2014 SAP AG. All rights reserved. 43
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