The document details the implementation of ITIL processes and SAP Solution Manager functionality to manage and optimize availability within Novelis' SAP infrastructure. It highlights the company's success in achieving 99.96% application availability since 2012 through strategic investment and proactive management of IT services. Key processes discussed include incident management, service level management, and capacity management, as well as various metrics for measuring performance and availability of SAP systems.

1. ITM 119
ITM119 Delivering Continuous SAP Solution Availability
Lovnish Mahajan, Basis Architect & Robert Max,
Application Technology Manager, Novelis

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. About – Lovnish Mahajan
 Partner in Parvotech Inc.- SAP consulting boutique -
specializing in remote BASIS, Solution Manager and
HANA consulting .
 SAP Certified BASIS, HANA and Solution Manager
Architect.
 Over 15 years of experience in SAP BASIS Technologies,
ALM, ITSM and Security with SMBs and Fortune 500
companies.
 Extensive Experience in strategy, design, development
and successful deployment of Application Life Cycle
Mgmt. and IT service Mgmt.
 Speaker at various conferences including SAPPHIRE,
ASUG Annual conference and SAP TechEd.

4. About – Robert Max
 Is currently responsible for the technical support of
Novelis’ portfolio of global applications including the
teams supporting Solution Manager and delivering SAP
Basis and Security Administration services.
 He has had a key role in the construction of two of the
world’s largest SAP Implementations for Fortune 500
consumer products companies.
 Active in ASUG, Robert was the founding leader of the
Solution Manager SIG, has spoken at numerous ASUG
Annual Conference, SAP Active Global Support and
TechEd Conferences as well as many regional events.
 He has presented at ASUG events, TechEd and
SAPPHIRE and awarded best presenter at an SAP AGS
event in Walldorf

5. 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 annually

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

7. 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.
First SAP Go-Live 2012 2014
Where Used
U.S and Canada,
Worldwide
SAP Version Installed
Other Bolt-ons,
Applications
Implemented
ERP- Ehp5, BI 7.3, SCM
7.0 Ehp2, SBOP 4.0, GRC,
Solution manager-SP11
SABRIX, TIBCO,
SharePoint, SaaS
applications i.e. Poornata,
Rate hub, Legacy MES
interfaces
Adopted SAP Application Life-Cycle
Management
ChaRM, SD, SMSY,
Monitoring, HP ALM
Team dynamics
Novelis CoE ( Center of
Excellence)
AMS and SAPoD Hosting
partner

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

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

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

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

12. SAP Infrastructure Components
SAP Infrastructure
SAP Application
Bolt-Ons
Messaging
Database
Server/Storage
Network
Data Center
• Solution Manager Push Alerting
• “Other” Tools/Scripts Alerting
Real-Time
Monitoring/Alerting
• Checklist Manual Health Based 1X Daily Health Reviews
Reviews
•Deep-Dive capabilities and tools for RCA and corrective
action
Root Cause Analysis
Capabilities
•SAP EarlyWatch Reports, IT Performance Reporting
•System Reviews Trending
•Operations Proactive Opportunities
•Monthly Capacity and Performance Trending
Proactive Reviews and
Improvements
Capacity Planning •Quarterly Long-Term Capacity and demand Reviews

13. SAP Monitoring Capabilities
Realtime
Periodic
Strategic
• Solution Manager Push Alerting
• “Other” Tools/Scripts Alerting
Real-Time
Monitoring/Alerting
• Checklist Based 1X Daily Health Reviews
Manual Health Reviews
• Deep-Dive capabilities and tools for RCA and
corrective action
Root Cause Analysis
Capabilities
• SAP EarlyWatch Reports, IT Performance Reporting
• System Reviews
Trending
• Operations Proactive Opportunities
• Monthly Capacity and Performance Trending
Proactive Reviews and
Improvements
• Quarterly Long-Term Capacity and demand
Reviews
Capacity Planning

14. 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

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

16. 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).

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

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

19. Solution Manager

20. Novelis- Road Map to BPML
Review
Solution
Documentation
Global Template
Setup
Setup for
Implementation
Projects
• Review Business
process/Document
ation in SolMan
• Identifying lag of
usage of
SOLAR01/02
(transactions, IMG
activities, test
procedure; process
owner, user…)
• How to link
SharePoint with
SOLAR01/02
• Business
processes mapped
• Current
objects/programs/
interfaces added
• Map custom
programs into the
Solutions
• Import/Link
Business Process
Documents into
SolMan
• Maintenance
Project Setup
• Setup up Global
template
• Global landscape,
business process
information, test
scripts and
Training document
• 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

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

22. Novelis –Run SAP like a Factory
Technical
Monitoring
Interface
Monitoring
Diagnostics/Root
Cause Analysis
Technical
Administration
Technical Monitoring
and Alerting
EWA – reports
Alerts/Notifications
mechanism
Reporting
Dashboards
Scorecards
Tibco App Integration
monitoring at
technical and queue
levels
End to End interface
Monitoring
Alerts/Notification
Mechanism
Reporting
Maintenance optimizer
OSS Integration
Downtime Management
System Administration
Reporting
Dashboards
Scorecards
End-to- End
workload Analysis
End-to-End Trace
Analysis
System, Host &
Database Analysis
End- to –End
Business process
monitoring

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

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

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

26. Novelis Performance on KPI’s
SL# KPI Name
Expected Service
Level
Minimum Service
Level
SAP Service Levels
002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00%
002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00%
004 Service Request Response Time 95.00% 93.00%
006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00%
006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00%
010 Service Level Reports Delivery 95.00% 90.00%
012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00%
017 Standard Reports Delivery 95.00% 90.00%
043 Change Management Success Rate - Standard 98.00% 95.00%
SAP Service Levels
022 Database Availability - Non-Production 96.00% 95.00%
023 Non-Production Server Availability 96.00% 95.00%
033 Security Service Availability 99.00% 99.00%
034 Successful Tape Vaulting 99.99% 99.50%
SAP Service Levels
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
054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows – Production 96.00% 96.00%
061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%

27. 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

28. 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

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

30. 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

31. 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

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