Application Life-Cycle Management

with SAP Solution Manager

Implement High-Quality Solutions Faster and
Operate Them at Lower Cost

Application Life-Cycle Management – Solution Management

 Disclaimer

This presentation is a preliminary version and not subject to your license agreement
or any other agreement with SAP. This document contains only intended strategies,
developments, and functionalities of the SAP product and services and is not
intended to be binding upon SAP to any particular course of business, product
strategy, and/or development. Please note that this document is subject to change
and may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.

© SAP 2009 / Page 2

 Agenda

1. Application Life-Cycle Management

2. SAP Solution Manager release strategy
3. Integration with Integration von 3rd-Party Tools
4. Get SAP Solution Manager ready
5. Summary

© SAP 2008 / Page 3

 Application Life-Cycle Management
The Strategic Value

With Application Life-Cycle Management,

customers implement high-quality solutions faster
and operate them at lower cost

Accelerated Operation Superior

Innovation at lower cost Quality

• Value discovery and • Standardize, unify, and • of SAP solutions,

realization automate operations customer
• Innovation without • Manage complexity enhancements and
upgrade • Manage SLAs partner deployments
• Near-zero downtime • in terms of functionality,
performance,
availability and security

© SAP 2009 / Page 4

 Application Life-Cycle Management from SAP
Provides a Comprehensive and Integrated Solution
Application Life-Cycle Management from SAP provides processes, tools, services,
and an organizational model to manage SAP and non-SAP solutions
throughout the complete application life cycle

End-to-end Application Life-Cycle

Management processes
 Leverage best practice processes

SAP Solution Manager and integrated

SAP and 3rd-party management tools
Require-
ments  Optimize your tool portfolio
Optimize Design

ALM
Build &
Operate
Test
Service & Support Offerings
Deploy
Gain access to experts
Educational Services
Empower your workforce

Organizational Aspects
 Roadmaps (ASAP, Run SAP)
 E2E Solution Operations standards
 Organizational Model (Customer CoE)
© SAP 2009 / Page 5
 SAP’s Commitment to Measurable Support KPIs
Application Life-Cycle Management as Important Value Enabler

Business Continuity Business Process Improvement

 Increase number of days without an outage  Number of emergency changes
 Reduce mean time to resolve  Impact of change
 Reduce overall incidents  Number of failed changes

Application
Life-Cycle
Management
Protection of Investment and Reduced Total Cost of Operations
Accelerated Innovation
 On current technology stack  CPU Utilization and "overall power
 Number of redundant custom code/ growth rate"
objects; functionality available on  Storage Utilization and growth rate
newer releases  Run & Maintain work required for
deploying support packages and
enhancement packages

“ SAP‟s goal to provide a rating of application support via key performance indicators is
innovative and challenging. The extensive benchmarking phase and mapping of key
performance indicators to business value will allow customers to fully understand the
benefits of a comprehensive support program.
Peter Wesche, research director, Gartner
© SAP 2009 / Page 6
 Customer Proof Points
Application Life-Cycle Management is Real

Business Continuity Business Process Improvement

”By eliminating recurring problems, SAP Solution
Manager has let DuPont improve system
availability by 18% and reduced average system
response time by 58%.”
Michael J. Stoko, Director Global Operations,
DuPont
”System successfully supported Unilever end-of-
year business target of shipping $732 million without
any performance issues.”
Irlei Homero, IT Application Services Manager,
Unilever Americas

”We implemented enhancement package 3 ….
In comparison to the upgrade from R/3 4.6C to
ECC 6.0 we could reduce the costs for installation,
configuration, test & go-live of EHP3 by almost
10 times.”
Didier Magnien, Director Global SAP Systems,
Sappi Limited
”Realized Benefits due to E2E Solution Operations:
Up to $ 5 million (one time) due to performance
optimization, up to $10 million p.a. due to data
volume management, and IT Operations productivity
increased by 100%.”
Rinat Gimranov, CIO,
Surgutneftegas

Protection of Investment Reduced Total

and Accelerated Innovation Cost of Operations
© SAP 2009 / Page 7
 Application Life-Cycle Management
An approach in six phases

Require-
ments

Optimize Design

Application
Life-Cycle
Management
Build &
Operate
Test

Deploy

Application Life-Cycle Management follows the six phases

of ITIL application management.

SAP delivers high value for all phases of the life cycle.

© SAP 2009 / Page 8

 Why SAP?

 Only integrated and comprehensive offering to Require-

ments
cover the complete Application Life-cycle for
SAP and non-SAP systems Optimize Design
Application
Life-Cycle
 Tools, best practices, accelerators and consulting Management
Build &
services all from one vendor Operate
Test

Deploy
 Open to seamlessly integrate third part service
management solutions

 Measurable Benefits for Business and IT (KPIs)

“ SAP is now the role model for the evolution of software support
offering an industry game-changing standard for transparency,
accountability and the clear measurement of value.

We remain strongly committed to helping our customers

both protect their investments and closely manage costs.

Léo Apotheker, CEO SAP

© SAP 2009 / Page 9
 Application Life-Cycle Management
ALM Processes

Application Life-Cycle Management provides processes

to optimize business continuity and agility

Upgrade Management Solution Documentation

• Comprehensive project support • Central documentation of processes, system
for release transitions landscape, custom code, partner applications, …

Maintenance Management Innovation Management

• Management of corrective software • Discover and realize enhanced
packages Require- business functionality
ments
• Avoid disruption of business
Business Process Operations
• Ensure business continuity Optimize Design
Template Management
• Provide Business KPIs Application • Standardize configuration
• Business process benchmarking Lifecycle
across multiple projects
Management
Build &
Operate
Technical Operations Test
• Central monitoring & alerting infrastructure
Test Management
• Unique End-User Experience monitoring Deploy
• Change impact analysis
• Central administration tools
• End-to-end test management

Application Incident Management Change Control Management

• Integrated service desk
• Involvement of partners in problem resolution
• Provide root-cause analysis for complex
landscapes with diverse technology stacks
© SAP 2009 / Page 10
• Integrated quality management
• Synchronized transports of various components
• Controlled and documented adjustment of
business processes incl. approval process
 SAP Solution Manager
Platform for Application Life-Cycle Management

SAP Solution Manager provides comprehensive capabilities

and services for Application Life-Cycle Management for
SAP and non-SAP applications

Require- SAP Solution Manager

ments
 Reduces risk and lowers TCO
Optimize Design
through standardized and integrated E2E
Application
Life-Cycle
Solution Operations according to ITIL
Management
 Optimizes business benefits
through a comprehensive and integrated quality
Operate Build & Test
management process

 Leverages built-in innovation

Deploy
by making innovation a non-event and protecting
existing investments

© SAP 2008 / Page 11

 Holistic approach
Integration from project to solution
“Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a
solution. It enables us to control every step, from the design, to the realization to the IT
operation of the system, and guaranteeing a full tracking and a very effective introduction of the
system. We considered we obtained substantial benefits with this adoption, reducing TCO and
above all we were successful to manage complex projects and edge operations”
Martin Flegenheimer, IT Director, Ferrero Germany

Roadmap, Blueprint, and Implementation Application Incident Management

Change Control Management

Operations
Testing

Monitoring &
Reporting

Maintenance
Management

© SAP 2009 / Page 12

 Multiple Roads to Success
Define Your Own Roadmap

Define your own roadmap

to efficient application life-cycle
management depending on factors
Require-
ments
such as:
Optimize Design  the maturity of your IT processes
ALM
Operate
Build &  your IT projects and project pipeline
Test

Deploy  cost pressure and cost structure

compared with peers

Call to Action: Prioritize your pain points and consume the

application life-cycle management cake in bite-size pieces!
© SAP 2009 / Page 13
 Mission accomplished:
A single source of truth is established
“End state objectives:
• Same Systems •Same Information
• Same Performance •Same Processes Everywhere”
Warren Kaufmann, Associate Director, Colgate-Pamolive

All systems All business processes

All training The entire

information documentation
Require-
ments
All maintenance All test
Optimize Design
activities Application information
Lifecycle
Management All customer
All service planning, Build &
deliver and follow-up Operate
Test developments
information and functional
Deploy
enhancements
All change
information All incident and
problem information
All service level information All monitoring data
© SAP 2009 / Page 14
 Agenda

1. Application Life-Cycle Management

2. SAP Solution Manager release strategy
3. Integration with Integration von 3rd-Party Tools
4. Get SAP Solution Manager ready
5. Summary

© SAP 2008 / Page 15

Legal Disclaimer

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 express or implied,
including but not limited to, the implied warranties
of merchantability, fitness for a 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.
 SAP Solution Manager Schedule

Mainstream maintenance prolongated for SAP Solution Managers 7.0

SAP Mainstream Customer-

Ramp- Maintenance maintenance specific
Up two years longer Maintenance

Dec
2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017

© SAP 2008 / Page 17

SAP Solution Manager 7.1
Planned Big Rocks

Guiding Theme: Integration of IT Processes, Usability, and Openness

 Integration of Solution Composer

 Enhanced Service Desk:
ITIL support and flexible
user interface
 State of the art graphical interface for business
blueprinting and business process documentation
 Solution Documentation Assistant for non ABAP
Require-
ments

Optimize Design  Integration of Business Functions

Application
 E2E Monitoring and Alerting Life-Cycle
into process structures
 End User Experience Monitoring Management  Upgrade Dependency Analyzer
 Technical Administration  Validated implementation content
Build  Improved Global Template
Operate
& Test Management

Deploy
 Improved central Software Logistics  Improvements of Business Process
 Decision criteria for Quality Gates Change Analyzer
 Integration of Quality Gate Management  Enhanced test automation
and Change Request Management
 Example: New UIs for Implementation
in SAP Solution Manager 7.1 (Draft)

today

SAP Solution
Manager 7.1

© SAP 2008 / Page 19

 Example: New UIs for Implementation
in SAP Solution Manager 7.1 (Draft)

© SAP 2008 / Page 20

 Example: New UIs for Implementation
in SAP Solution Manager 7.1 (Draft)

© SAP 2008 / Page 21

 Agenda

1. Application Life-Cycle Management

2. SAP Solution Manager release strategy
3. Integration with Integration von 3rd-Party Tools
4. Get SAP Solution Manager ready
5. Summary

© SAP 2008 / Page 22

 Integration of 3rd-Party Tools

CMDB Interface types:

SAP Adapter
ARIS OEM
Open Interface
Partner Interface
Technical
Link
Documentation
Planned
Open Service
Desk Interface

Change Require-
Request Business
ments Blueprint
Management
Links to documents in
external data warehouses
Optimize Design

SAP Central Process

SAP Quality
Scheduling by Redwood Job Build & Configuration Center by HP
Scheduling Operate
Test
CCMS-XBP SAP Productivity
E-Learning Pack by RWD
Technical Management
CA Wily Introscope Deploy
BMC Appsight Monitoring
Test Links to other
CCMS Service Workbench training materials
24 certified
Run Book
Desk
solutions
Automation Enhanced Change
9 certified Open Service
and Transport System eCATT
solutions Desk Interface
7 certified
HP OpenView solutions
BMC Remedy Non-SAP
© SAP 2009 / Page 23 Software
SAP Solution Manager 7.0 –
IBM Rational Integration

Significant reduction of testing efforts for joint SAP SAP Solution Manager
Solution Manager and IBM Rational customers
through new testing process integration
Require-
ments

Benefits Optimize Design

ALM
Allows customers to Operate
Build &
Test

 Combine SAP & IBM best practices & standards

Deploy

 Combine SAP Solution Manager life-cycle management

capabilities with IBM Rational„s integrated governance, CM,
and QM capabilities

Functional View
 Import business blueprint to create test architecture in Change Management
Rational Quality Management for end to end business ClearQuest
testing Quality Management
QualityManager
 Update of test data into SAP Solution Manager Functional Tester
 Integration with SAP Service Desk Performance Tester
Lifecycle Traceability
RequisitePro

Currently deployed @ IBM as part of their internal SAP Transformation (“Globally Integrated
Enterprise” Project). Planned availability to all customers in April 2010
IBM Tivoli is Certified for the Exchange
of Incidents with SAP Solution Manager 7.0

SAP Solution Manager

The integration of SAP Solution Manager and IBM
Tivoli Service Request Manager (TSRM) allows joint
customers to accelerate incident resolution in
SAP environments

Benefits
 Synchronization of SAP- related incidents between both help
desks with reduction of duplicated data and manual errors
 Cost reduction in operations through central support,
coordination, and consolidation

Functional View
 Bidirectional Integration of TSRM and SAP Solution Manager Integration with Tivoli Service
Service Desk Request Manager (TSRM)
 Standardized handling of all IT infrastructure related issues
 SAP – HP Support Integration
SAP and HP are integrating their support systems to provide better support
to joint customers
SAP and HP are integrating their support
systems to ensure a seamless exchange of
incidents for our joint mission critical
customers.
SAP and HP are integrating the HP Instant
Remote Support (IRS) platform and the SAP
Solution Manager Service Desk. This makes
it easier for customers´ support
organizations to handle interrelated
problems.
© SAP 2009 / Page 26
Example 1:
An HP server reports a problem via HP IRS to
HP Support. Through the IRS integration with
SAP Solution Manager IT service desk, the
customers´ support organization is informed
that a hardware problem exists and can
respond to end-users.
Example 2:
A joint customer reports a serious problem to
SAP. SAP support engineers discover that HP
experts need to be involved to solve the
issue. Through the support system
integration, both SAP and HP engineers can
cooperatively solve the problem quickly.
Enhanced Knowledge Management
with SAP Solution Manager

SAP Solution Manager 7.0 integrates

with SAP ProductivityPak von RWD

SAP ProductivityPak by RWD adapter for SAP Solution Manager 7.0 integrates SAP„s Application
Management Platform with best-of-breed documentation management and simulation software.

Main features Update

 Reduced effort for creation of training material Record
 Faster documentation of configuration settings
 Comprehensive documentation of business
processes
 Enhanced end-user documentation experience
Store and SAP
with simulations ProductivityPak
manage centrally
 Central storage of documentation in SAP Solution
by RWD

Manager

exchange
 Agenda

1. Application Life-Cycle Management

2. SAP Solution Manager release strategy
3. Integration with Integration von 3rd-Party Tools
4. Get SAP Solution Manager ready
5. Summary

© SAP 2008 / Page 28

 Define Your Roadmap for
Application Life-Cycle Management

Time to benefit from SAP Solution Manager is short

Low customer investment necessary

Get SAP Solution Manager ready!

Basic Maintenance of SAP software
Configu- Collaborate with SAP
Proactive Support and Mission Critical Support
ration Root Cause Analysis
Document Technical Landscape

Exploitation Strategies
Projects Business Processes Systems
Implementation and Upgrade Application Focus NW Focus

Immediate Innovate & Upgrade Document Business Processes Administer

Test Test Report Service Levels
Start

Deploy Monitor processes and interfaces Monitor systems & users

Projects Manage jobs Deploy
Manage volume
Extended
configuration
Manage incidents & requests for change

© SAP 2009 / Page 29

 Expert-Guided Implementation
“Training on the Job” at Its Best
Training, practical experience, remote consulting

Day 1 Day 2 Day 3 Day 4 Day 5

Empowering, Web session, 1-2 hours each morning

SAP expert explains step-by-step
configuration using training materials

Execution, 2-3 hours on the same day Expertise on demand, during execution

Participants perform demonstrated steps Participants have direct access to an

in their own project, on their own SAP SAP expert who directly supports
Solution Manager software them remotely, if necessary, during
the execution

© SAP 2009 / Page 30

 Agenda

1. Application Life-Cycle Management

2. SAP Solution Manager release strategy
3. Integration with Integration von 3rd-Party Tools
4. Get SAP Solution Manager ready
5. Summary

© SAP 2008 / Page 31

 Efficient Application Life-Cycle Management
Call to Action

Explore the Value and Scope of Establishing a Single Source of Truth

Define Your Roadmap for ALM Implementation

Implement SAP Solution Manager Enterprise Edition

Optimize Your IT Processes

Empower Your IT Organization

© SAP 2009 / Page 32

 Application Life-Cycle Management:
Available information assets

Require-
ments

Optimize Design

ALM
Build &
service.sap.com/alm
Operate
Test

Deploy

© SAP 2009 / Page 33

 Thank You!

© SAP 2009 / Page 34

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