SAP TechEd Presentation (ITM230) Delivering Continuous SAP Solution Availability - How Novelis Corp has maintained 99.96% Solution Availability in the 12 months since our go-live on SAP

1. ITM230- Delivering
Continuous SAP
Solution Availability

2. Agenda
Lovnish Mahajan, SAP Basis Architect
Robert Max, Global Applications Technology Manager
Availability Management, BASIS Technologies
ITIL Availability Management Process
SAP Infrastructure Components
Investment in Solution Manager
Summary/References

3. Learning Objectives
As a result of this session, you will be able to:
 Describe the ITIL Process for improving Availability
 Identify potential Infrastructure Availability issues
 Investment in SAP Solution Manager Functionality to improve
availability
 Minimize Planned Outages
Since Go-Live in Oct 2012, SAP Application availability at Novelis has
been 99.96% with only TWO scheduled maintenance days

4. Novelis Global Footprint
11,000
Employees
Revenues
Employees
North
$9.8b
America
3,100
South
2,786 Kt
America
1,800
$3.4 Billion $1.4 Billion
Revenues
FRP Shipments 988 kt
Shipments
395 kt
Europe
25
Asia
9
4,300
1,800
$3.2
Billion
$1.8 Billion
Operations
847 kt
Shipments and Sales Based on on FY 2013 Results; Employees MarchMarch 31, 2013
Shipments and Sales Based FY 2013 Results; Employees as of as of 31, 2013
Countries
556 kt

5. Introduction to Novelis and SAP Program
Novelis is the world leader in rolled aluminum products, delivering
unique solutions for the most demanding global applications, such as
beverage cans, automobiles, architecture and consumer electronics.
2012
U.S and Canada,
ERP- Ehp5, BI 7.3, SCM
7.0 Ehp2, SBOP 4.0,
GRC, Solution managerSP8
SAP Application LifeCycle Management
Novelis CoE ( Center of
Excellence)
First SAP Go-Live
Where Used
SAP Version Installed
Other Bolt-ons,
Applications
Implemented
Adopted
Team dynamics
2013
Worldwide
SABRIX, TIBCO,
SharePoint, SaaS
applications i.e. Poornata,
Rate hub, Legacy MES
interfaces
ChaRM, SD, SMSY,
Monitoring, HP ALM
AMS and SAPoD Hosting
partner

6. ITIL Availability Management Process
SAP Infrastructure Components
Investment in Solution Manager
Summary/References

7. ITIL Service Delivery Processes
Service Level
Management
Maintain and improve IT
service quality, through a
constant cycle of
agreeing, monitoring and
reporting on IT service
achievements
IT Service Continuity
Management
Availability
Management
Capacity
Management
Providing the sustained
level of availability
required by the business
in a cost effective manner
Ensuring that the
capacity and performance
needs of the business are
being met
Service Desk
Financial
Management for IT
Services
Ensuring that the
necessary IT services can
be recovered within the
agreed business
timescales
Cost-effective control and
management of the IT
assets and the financial
resources used in
delivering IT Services
IT Infrastructure

8. ITIL Availability Management Process Relationships
ITIL PROCESSES
Incident Management
Focusing on the quick
restoration of service
minimizing the impact to the
business.
Problem Management
Getting to the root cause of
incidents and ensuring that
permanent solutions are
deployed to prevent
reoccurrence.
GOAL
ACTIVITIES
FEEDBACK
RESULT
Outage Reports & Details
Of Incidents affecting Availability
Measurements and
Reporting on IT
Service Availability
Service Level
Management
Availability
Management
Maintain and improve IT
service quality, through a
constant cycle of agreeing,
monitoring and reporting
on IT service achievements
Providing the sustained
level of availability
required by the business
in a cost effective manner
Configuration
Management
Component Failure
Impact Analysis (CFIA)
Identify Trends and
Instigate Remedial
Actions
The processes decide
Identifying, controlling and
verifying IT components
and their inter-relationships.
Provides information key to
the other processes.

9. ITIL Availability Management Process
SAP Infrastructure Components
Investment in Solution Manager
Summary/References

10. SAP Infrastructure Components
SAP Infrastructure
SAP Application
Bolt-Ons
Messaging
Database
Server/Storage
Network
Data Center

11. The SAP Solution
Five (5) Production SAP Systems delivering business solutions (ECC,
SCM, GRC, BW)
48 plus active production and non-production SAP Systems
Federated Solution includes 8 plus bolt on products
40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows
servers
Oracle and DB2 DBMS
In-house COE , AMS partner and Hosting partner SAPoD

12. Measuring Unavailability - Criteria
Unplanned
Outages
Planned Outages
Service Level
Failures
 Single Point of Failure
Consistent, repeatable end user transactions from multiple
locations
 Exceeding Planned Outage Windows
Proactively find availability and performance issues before
customers do Period of No Response
Lengthy
Reduce end user outages by proactively managing with
performance and availability trends
 Planned Non end user transactions from multiple
Consistent, repeatable Concurrent Maintenance
locations
 Consolidations and Relocations before
Proactively find availability and performance issues
customers do and Go-Lives
Upgrades
Reduce end user outages by proactively managing with
performance and availability trends
 Batch Processing Windows Exceeded
Consistent, repeatable end user transactions from multiple
locations
 Lengthy Transaction Response Time
Proactively find availability and performance issues before
customers do Process Monitoring (BPM) Alerts
Business
Reduce end user outages by proactively managing with
performance and availability trends

13. Measuring Unavailability
A system is unavailable when:
 A Critical event has been declared (critical event criteria has been
defined per SLA)
 Root cause of the critical event is attributed to the Basis area of
responsibility versus the business process or functionality layer.
 No new users can log on to the system
Notes:
 Each key group measures the hours their resource is off line.
 If a component has failed and the system remains accessible, this is
not measured.
 In some cases number of outages may be a more reliable
measurement than hours of unavailability
 Worker Hours lost can be a good measurement of business impact
(e.g. Resource Outage plus time necessary to restart the
manufacturing line).

14. SAP Solution Availability Monitoring Tools
SAP
Infrastructure
SAP Application
Bolt-Ons
Messaging
Database
Server/Storage
Network
Data Center
Monitoring
Tools
Business
Processes
HCL- Nimsoft
Service
Levels
Solution Manager
Events
Alerts

15. ITIL Availability Management Process
SAP Infrastructure Components
Investment in Solution Manager
Summary/References

16. Solution Manager

17. Novelis- Road Map to BPML
Solution
Documentation
Review
•
•
Identifying lag of
usage of
SOLAR01/02
(transactions,
IMG activities,
test procedure;
process owner,
user…)
Business
processes
mapped
Setup up Global
template
Global landscape,
business process
information, test
scripts and
Training
•
document
•
Current
objects/programs/
interfaces added
•
Map custom
programs into the
Solutions
•
•
•
•
•
Review Business
process/Docume
ntation in SolMan
•
Setup for
Implementation
Projects
Global Template
Setup
Import/Link
Business Process
Documents into
SolMan
•
Maintenance
Project Setup
How to link
SharePoint with
SOLAR01/02
Create
Implementation
Projects for
country/region
specific roll outs
•
•
Setup Solution
Manager for
Business
blueprint,
configuration,
documentation
Centralized
configuration and
development
Testing
integration with
HP ALM & TAO

18. Novelis – Use of Solution Manager Road Map
Service Desk
Incident and
problem
Management
Multilevel
Categorizati
on
Service Level
Agreement
(SLA)
Monitoring
ChaRM –
Change
Request
Management
Implement
ChaRM(
Normal,
Urgent,
Defect)
Automated
workflow and
approval
process
Automation
for transports
of the
production
environment
Retrofit and
CSOL
Management
Dashboards
and reporting
Integration to
HP QC
Integrate HP
ALM with
Solution
Manager
Best practices
for Testing
Automated
testing –
Integration
testing
Integration
into SAP TAO
Business
Process
Change
Analysis
Use BPCA for
support pack
upgrade,
Major release
upgrades
Include BPCA
in change
request
management
Integration to
Job
Scheduling
System
Integrate
external job
scheduling
system into
Solution
Manager
Best practices
for Batch job
Process
Automated
Incident and
Change
Management
Business
Process
Management
Activate
Business
process
Monitoring
Activate
Business
process
Management
SLA setup
Management
Scorecard/
reporting

19. Novelis –Run SAP like a Factory
Technical
Monitoring
Technical
Monitoring and
Alerting
EWA – reports
Alerts/Notifications
mechanism
Reporting
Dashboards
Scorecards
Interface
Monitoring
PI – Monitoring
PI is currently not
used.
End to End
interface Monitoring
Alerts/Notification
Mechanism
Reporting
Diagnostics/Root
Cause Analysis
End-to- End
workload
Analysis
End-to-End Trace
Analysis
System, Host &
Database
Analysis
End- to –End
Business
process
monitoring
Technical
Administration
Maintenance optimizer
OSS Integration
Downtime
Management
System Administration
Reporting
Dashboards
Scorecards

20. Novelis PMM Gates
Novelis Test Lifecycle
QA CoE Test Lifecycle Phases
Definition – TG1
Requirements – TG1
Scope
- Receive project request for - Understand requirement
and attend requirement
QA CoE services
walkthrough
- Understand project
- Perform requirement
definition & scope
validation & get sign off
- Define roles,
responsibilities and assign - Provide QA CoE testing
guidelines: Test Strategy
resources
and QC Best Practices
- Recommend QA CoE test
- Draft high-level test plan
management tools
for new project
- Recommend QA CoE test
- Provide level 1/2 estimates
verification/automation
to PM
tools
- Establish test activity
reporting and
communication matrix
- Define QA documentation
repository for new project
- Provide level 0 estimate to
PM for QA activity
- Attend project kick-off
meeting
Design – TG2
Analysis &
Design
- Understand design
specification& attend
design spec. walkthrough
- Design specification
validation
- Understand system
database schema and
implementation specs
- Develop detailed test plan
and test cases
- Configure testing tools
and software for new
project
Build – TG3
Testing – TG3
Build, Test, Train
- Perform Business Impact
Analysis (scope changes)
- Conduct shakeout testing
by Dev.
- Conduct unit and
integration testing by Dev.
- Gain unit and integration
testing sign-off
- Update QA test cases if
required
- Conduct QA test plan &
test cases walkthrough and
obtain sign off
- Conduct system functional
testing – manual and
automation (unit, string,
integration, regression)
- Conduct defect reporting,
fixing and QA revalidation
for build release iterations
Deployment – TG4
Go-Live & Close
- Acquire deployment
authorization
- Perform lights on sanity
test (i.e. system
configuration and software
installation testing - if
applicable)
- Gain deployment sign-off
- Provide metrics for build
release iterations to project
- Transition resources to
stakeholders
production support (if
applicable)
- Conduct user acceptance
testing and sign off
- Post Deployment
Verification & performance
- Conduct operational
Readiness/Security Testing recognition
- Create QA environments
- Provide level 3 estimate to
PM
- Create test data (if
applicable)
- Conduct production
conversion testing (if
applicable)
- Review metrics and
lessons learned for
process improvement
- Conduct performance
testing
- Archive artifacts
- Identify UAT teams
- Create UAT test plan & test
cases
- Coordinate schedules for
iterative QA build releases
- Project closeout
- Gain QA testing signoff for
project

21. Technology: Testing Tools
Conceptual Design & Licensing
QA
Define
SAP Solution Manager
Application
Requirements
SAP
SolMan
Integration
Adapter
SAP
Project Planning &
Tracking
Release Management
Requirements Mgt.
Business Models
Test Plan
Test Lab
Defect Mgt
Application
Lifecycle
Management
(ALM)
Performance
Center
(Load Runner)
Diagnostics
Test Data Mgt.
(Quality Center)
BPT
TAO
Unified
Functional
Testing (UFT)
QTP
Service Test
Service Test
Mgt
(Test Data
Mgt)
Fortify 360
Web Inspect
Legend
SAP Tool
SAP Purchase
SAP HP Integration
Tool
HP In-House
HP Tool
Purchase
QA Inspect
Users / Testers

22. Novelis Performance on CPI’s
SL#
Expected Service
Level
CPI Name
Minimum Service
Level
95.00%
90.00%
95.00%
90.00%
SAP Service Levels
001
Incident Response Time – All Severity Level 1
001
Incident Response Time – All Severity Level 2
003
Project Timeliness
95.00%
90.00%
005
Incident Resolution Time – All Severity Level 1 Incidents
95.00%
90.00%
005
Incident Resolution Time – All Severity Level 2 Incidents
95.00%
90.00%
007
008
009
016
028
029
039
Change Management Success Rate - Emergency
Root Cause Analysis Delivery Rate
Dashboard Availability
Customer Satisfaction
Percent of Successful Backups
Percent of Successful File Restorations
Storage Replication Availability
SAP Service Levels
Database Availability - Production
Database Availability - Non Production
Event/Alert Monitoring Application Availability
Production Server Availability
Non Production Server Availability
Enterprise Storage Availability
Data Center LAN Availability
Security Device Availability
SAP Service Levels
SAP Availability - Production
SAP Availability - Non-Production
95.00%
95.00%
99.50%
4.25
99.00%
98.50%
99.50%
90.00%
90.00%
99.00%
4.00
98.00%
98.00%
99.00%
99.50%
97.00%
99.50%
99.90%
99.00%
99.99%
99.95%
99.95%
99.00%
95.00%
99.00%
99.50%
98.00%
99.95%
99.95%
99.95%
99.95%
98.00%
99.95%
98.00%
018
055
019
020
085
021
031
032
040
044
Incidents
Incidents

23. Novelis Performance on KPI’s
SL#
Expected
Service Level
Minimum
Service Level
93.00%
93.00%
95.00%
93.00%
93.00%
95.00%
90.00%
90.00%
93.00%
90.00%
90.00%
90.00%
002
002
004
006
006
010
KPI Name
SAP Service Levels
Incident Response Time - All Severity Level 3 Incidents
Incident Response Time - All Severity Level 4 Incidents
Service Request Response Time
Incident Resolution Time - All Severity Level 3 Incidents
Incident Resolution Time - All Severity Level 4 Incidents
Service Level Reports Delivery
012
Security-Related Correlated Log Report Delivery Success
95.00%
95.00%
017
043
95.00%
98.00%
90.00%
95.00%
022
023
Standard Reports Delivery
Change Management Success Rate - Standard
SAP Service Levels
Database Availability - Non-Production
Non-Production Server Availability
96.00%
96.00%
95.00%
95.00%
033
Security Service Availability
99.00%
99.00%
034
Successful Tape Vaulting
SAP Service Levels
99.99%
99.50%
045
SAP Average Response Time at Peak Dialog Hour - Non-Production
800ms
1000ms
046
SAP Average Response Time at Peak Dialog Hour - Production
800ms
1000ms
047
SAP Average Response Time in Dialog Task - Non-Production
800ms
1000ms
048
SAP Average Response Time in Dialog Task - Production
800ms
1000ms
057
SAP Average Database Response Time in Dialog Task - Non-Production
600ms
800ms
058
SAP Average Database Response Time in Update Task - Non-Production
600ms
800ms
059
SAP Average Database Response Time in Dialog Task - Production
600ms
800ms
060
SAP Average Database Response Time in Update Task – Production
600ms
800ms
96.00%
96.00%
95.00%
95.00%
054
061
SAP Batch Jobs Successfully Completed Within Pre-Established Windows –
Production
SAP Event/Alert Monitoring Application Availability

24. Availability Root Cause Analysis & Trending
Actions Taken to Prevent Future Occurrences of
Unavailability
• Full Debrief on Each Occurrence
• Determine Root Cause of Each Occurrence
• Devise Plan to Prevent Future Occurrences
• Trend each Occurrence to Capture and Correct Problem Areas

25. Minimizing Planned Outages (A Preview)
Improve continuous availability by minimizing scheduled
outages:
 Maintain a significant amount of excess hardware capacity and
expand hardware capacity as seldom as possible (yearly)
 Consolidate maintenance into fewer “bigger” events
 Monitor SAP Service Marketplace for enhancements that reduce the
outage for kernel upgrades, release upgrades and support packs
 Replace standard SAP upgrades with Time Optimized Upgrades or
Downtime minimized upgrades.
 Multiple rehearsals on non production systems to ensure the timing,
steps and potential problems of implementing changes have been
identified
 Minimize post upgrade incidents with Load/Stress and cycle testing
The Program Management Office should plan and fund
for an active SAP Infrastructure Life Cycle Management
Process as part of the SAP program

26. ITIL Availability Management Process
SAP Infrastructure Components
2005 Availability Results & Analysis
Summary/References

27. Summary

Utilize the ITIL Service Delivery Processes for Availability and
Service Level Management

Implement Guidelines and Tools for measuring Availability and
Service Levels

Identify the Infrastructure Components Critical to the Delivery
of the SAP Solution

Use Solution manager functionality to streamline SAP
operations

Conduct Risk Assessment of Potential Unplanned Outages

Minimizing Planned Outages

28. Further Information

Public Web:
SAP Service Marketplace References:
http://service.sap.com/solutionmanager
http://wiki.sdn.sap.com/wiki/display/SAPITSM
http://service.sap.com/alm
http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home
ITIL References
http://itsmfusa.org
http://www.itil.co.uk/index.htm

Americas’ SAP Users’ Group (ASUG)
www.asug.com – Business Integration, Technology & Infrastructure (BITI)
Communities Page

29. THANK YOU FOR YOUR
ATTENTION !
QUESTIONS
–
SUGGESTIONS
–
DISCUSSION

30. Feedback
Please complete your session evaluation.
Be courteous — deposit your trash,
and do not take the handouts for the following session.
Thank You !