Keynotes A software product and running a software system reliable are not necessarily the same.

Author: Donald Tatn

Software Solutions Enterprises & Projects demands Wide variety of different components Complexity of software Data processing is converting in enterprise business processes Increase collaboration and globalization among enterprises Internet ( Value Chains Breaking boundaries ) Software demands Increasing skills (Who operate the solutions?) Tools (HW,SW) Holistic Operation Synergy Operation

The focus: End users requirements for operating integrated business processes

Who Operate the Solutions?

There are results? How are the qualities' results?

How is working your teamwork?

IT Infrastructures Requirements with flexibility facing up the challenges High Performance High availability Low costs IT Goals Simplify the HW and SW solutions Defining and documenting enterprises common politics. Harmonizing enterprises methodologies. Consolidating information Note: IT infrastructures must be able to adapt rapidly according to changes of the business demands keeping the TCO as low as possible. * SOE (Standard of Environment)

What HW and SW features the enterprises need? Functionality Integrated solutions Connectivity Flexibility Scalability Different countries Different currencies Different languages

Enterprises need HW and SW solutions that let them growing together. No two enterprises are alike.

Best-of-Breed Covering enterprises demands

Portal Portal
Interface Interface Interface Interface Interface

Provider A

Provider B

CRM CRM

BI BI
Provider C

ERP ERP
Provider D

Provider E

SCM SCM

Web Web AppServer AppServer

Provider F

Interface

Interface

Interface

Interface

Interface

Application Integration Layer Application Integration Layer Integrated Best of Breed model

Provider G

SAP Business Suite versus Best of Breed

SAP Portal Infrastructure SAP Portal Infrastructure Web AS (As part of Netweaver) Web AS (As part of Netweaver)
Connector Connector Connector Connector Connector Connector Connector

3rd party 3rd party Apps Apps

SAP SAP SAP Cust. Web SAP SAP SAP Cust. Web SAP SAP CRM BI ECC Apps Content CRM BI ECC Apps Content SCM SCM Web AS Web AS Web AS Web AS Web AS Web AS Web As Web AS Web AS & Serv & Serv Web As

Connector

Plug-In

Plug-In

Plug-In

Plug-In

Plug-In

Plug-In

SAP Exchange Infrastructure SAP Exchange Infrastructure Web AS (As part of Netweaver) Web AS (As part of Netweaver) Integrated SAP Business Suite Model based on the same basic architecture (SOE).

ITSM Reference Model Must be tailored to meet the specific requirements of missioncritical applications SAP systems are mission critical SAP needs System, Network, Design & Development Staff Tasks required by ITSM Service delivery processes Service support processes

Service delivery processes Service-level, Availability, continuity, capacity & financial management

Service support processes Incident, Problem, Change, configuration & Release management

The supply of IT is a service that supports user departments in performing their respective tasks avoiding problems proactively.

Service Level Management Service levels define the quantity and quality of a service Providing a good IT service level to divisions or departments to line of business Internal Departments, divisions or External clients act as customers for IT areas IT is always a service A clear definition of the offered or services needed and the services quality are also essentials prerequisites for strategic planning and budgeting.

Enterprises dont operate computer systems and applications just for fun; they operate them to support the business processes that are necessary to make profits.

Service Level Management definition Performance Management Availability Management Risk minimization How the Service Level is measured? Frequency of failures How much time between failures Duration of failures

How much availability do you need? How much administration do you need? How much effort is required? based in the previous questions How to manage people to maintain low TCO?

Integrated Approach

Hardware
Single Points of Failure Holistic and coordinated Examination

Operating System Application Environment

In many cases, plans for high availability solutions are focused to the central system (Most of cases are ERP systems). Every design of a high availability concept must consider the entire business process.

Organization of IT Department Complex IT systems necessitate the distribution of tasks and responsibilities among several people.

Two Central Areas Front-End Back-End

Most users in a company only notice the benefits and services on the IT department when they arent available as needed or as usual.

Integrated Approach (IT Groups)

Infrastructure/Network Group Basis Group Application Group Monitoring & HDesk group

Hardware Operating System Application Environment

Mission Critical Services

Depending on the size of the company, dedicated specialists can cover the various task areas.

IT Organization Approach
Single Point of contact

Monitoring & HDesk Group

Proactive Solutions

End-user operating system

Application Group

Application SAP BASIS Database Server Operating system Back-End Services

IT Basis Group

End-user Front-end group (Infrastructure or Network Group)

End-user services network Server services Network Mission Critical Services

The organizational structure will be tailored, where it is required to the services to be provided.

Front-End Services

End-user GUI & Back-Office support

IT Organization Approach responsibilities IT Monitoring and HDesk group Monitoring all network devices Monitoring all servers First level Helpdesk Problem escalation and prosecution IT Application Group SAP Customization ABAP programming Report Definition Administration and operation of all non-SAP applications

To ensure that the customer or end user is not confronted with too many different responsibilities, one group must assume total responsibility for the service.

IT Organization Approach IT Basis group Administration all SAP servers Administration all Databases Administration and operation of all systems modules Basis Administration and operation of all SAP interfaces to non SAP systems End-user Front-end, Infrastructure/Network group Network Administration Front-end operating system Engineering, integration and deployment of front-end software Administration and operation of the messaging environment Administration and operation of back-office applications Administration and operation of Back-end solutions Each group working to manage problems proactively looking development & maintaining low TCO

IT Organization proposal
IT IT MANAGER MANAGER

Assistant Assistant

Infrastructure Infrastructure Manager Manager

Basis Basis Manager Manager

Application Application Manager Manager

Front-End Services

Single Point of contact

Monitoring & HDesk Coordinator

To ensure that the customer or end user is not confronted with too many different responsibilities, one group must assume total responsability for the service.

Tasks and Roles SAP needs System, Network, Design & Development Staff IT Basis group
System Administration (Errors and dumps administration) DB Administration Software Logistics Administration (Transports) Netweaver Administration Security Administration User Administration Printer & Jobs Administration Server Administration Storage Administration

IT Infrastructure/Network group
Network operating system Administration Infrastructure Security Maintenance IP Address Plan Maintenance Cabling Plan System Maintenance, Inventory and Monitoring Change management Network Services, Front-End & BackOffice tools administration and procurement planning Maintenance Storage infrastructure

The operation of a productive SAP system also requires detailed knowledge of the architecture, mode of operation, and administration of the OS and DB every group defining risk analysis.

Tasks and Roles SAP needs System, Network, Design & Development Staff IT HDesk/First Level Support
Pre-qualification of the requests and messages Application of documented solutions to know the problems* Escalation if standard solutions are not successful Call tracking system* administration Remote access solution control System Teaching

Application Group
Customizing & Maintenance Application Programming Teaching Planning, Implantation & Projects Controls Making standard solutions Change management Harmonizing methodologies with information consolidated

* Help-Desk, Events Planning & Virtual Documentation tools made insoursing located in Intranet (SOE).

IT Working Group Representation

Landscape Representation

IT Infrastructure & Network Group

Infrastructure & Network Groups responsibilities scheme

IT Basis Group

Basis Groups responsibilities scheme

IT Basis Group

OSs, Basis & Databases activities over many SAP products based on WAS

IT Application Group

Application Groups responsibilities scheme

IT Monitoring & Help Desk

Monitoring & Help Desk responsibilities scheme

Local & Virtual Global Service Desk

Monitoring/Help Desk Service characteristic with Infrastructure & Application Group support based on SLAS

Multi-Stage Problem Management 1st Level 1st Level 2nd Level 2nd Level 3rd Level 3rd Level

Non-standard problem

HelpDesk Group

SAP Basis/ Infrastructure/ Application Group

No interim Solution

Vendor Technology product

Short requests Short requests

Longer Requests Longer Requests

Complex Requests Complex Requests

Service Desk Problem escalation and prosecution

Proposal (HW & SW solutions of Mission Critical)

IT Manager

Assistant & Staff

Infrastructure Network Group Manager

Basis Group Manager

Application Group Manager

Hdesk Group Coordinator

DBA Technical & Basis People System Application People HDesk People

Back-End Staff People

Front-End Staff People

References Microsoft Strategy http://www.microsoft.com/about/diversity/vision.mspx#strat HP TCO http://h30070.www3.hp.com/servicios/infraestructura_it/it_ar qui_inte_costo_propiedad.html SAP Press Systems Operations Book HP IT Infrastructure http://h30070.www3.hp.com/servicios/infraestructura_it/index .html