The CHaRM of SAP Solution Manager: How Wrigley Discovered a Quality Governance Diamond in the Rough

Christian Ebermayer Barbara McNally Wm. Wrigley Jr. Co.

[ CHAVONE JACOBS
ASUG INSTALLATION MEMBER MEMBER SINCE: 2003

[ ALLAN FISHER
ASUG INSTALLATION MEMBER MEMBER SINCE: 2008

[ COREY PEARSON
ASUG INSTALLATION MEMBER MEMBER SINCE: 2008

[ Learning Points
 Discover how installing standard release management methodology and governance can benefit your IT Organization  Recognize that the implementation of Release and Test Management will increase the visibility and quality of your project delivery and simplify Support Pack Application!  Identify the advantages of utilizing Solution Manager Change Request Management as a critical part of the operation management of your SAP Solutions

Real Experience. Real Advantage.

[ Wrigley Company

 Consumer Packaged Goods  Recognized leader in confections  Headquarted in Chicago

 Operations in 40+ countries  Distribution in 180+ countries

 Founded -1891  Acquired by Mars, Inc - Oct 2008

Real Experience. Real Advantage.

[ IT @ Wrigley
 Single instance mySAP ERP 2004 , Solution Manager 7.0, SAP Netweaver 2004s (7.0) BI, Netweaver Portal, SAP CRM 4.0  Approx 350 associates in hubs: Chicago, Guangzhou, Munich
 Application CoE, Infrastructure, Enterprise Architecture, Security, Finance and Regional IT

 SAP ERP 2004 supports 6500+ users & 35K business transactions  Single global portfolio of IT initiatives, prioritized by the Wrigley Business
Real Experience. Real Advantage.
4

[ The Objective: Quality Change

Control Management
 We needed:
to evolve from Global ERP Project to ongoing organization a way to ensure only approved work is performed to decrease risk & increase Production stability to make testing more robust and a repeatable process to leverage resources competing for both projects and production support  to better manage the increasing system landscape complexity     

Real Experience. Real Advantage.

[ Wrigley Production System

Landscape

Real Experience. Real Advantage.

[ The Solution: ITIL Based Change

Control Release Management
 Wrigley IT Change Management is aligned to the processes in the IT Infrastructure Library (ITIL), the standard discipline for service management.  Release Management Methodology ensures appropriate prioritization and control of all changes, while optimizing common resources.  A Release is a group of projects, enhancements, or small changes packaged for a common go-live date.
Real Experience. Real Advantage.

Release Management

[ The Solution: Release Planning

May 2009 Release Cycle
Capture Total Working Years in SAP HR CRM 2007 Upgrade Financial Reporting Period change New ABAP Program ZFIN items on replenishment ...

June 2009 Release Cycle

Master Data Pool Enhancement Intrastat Reporting Gold Standard Specs - Manufacturing Procedures ...

July 2009 Release Cycle

Real Experience. Real Advantage.

Financial Reporting Innovation R&D SAP ECC Support Pack 20 ...

8

[ The Solution: Release Schedule

Real Experience. Real Advantage.

[ The Solution: Release Management

Real Experience. Real Advantage.

10

[ The Solution: Benefits

 Benefits of Wrigley ITIL Based monthly Release process:
 Improved quality control. For non-break/fix, inadequately tested changes deployed to Production are eliminated.  Commitment of release timelines.
 Simplified scheduling and improved accuracy of delivery dates.

 Increased transparency.
 Reflects business prioritization and control of all changes, while optimizing common business and IT resources. (through Release Planning/Scheduling/Management)

 The Release Schedule horizon is 12 to 18 months and is posted well in advance.

Real Experience. Real Advantage.

11

[ The Solution: (more) Benefits

 Benefits of Wrigley ITIL Based monthly Release process:
 Ensure elements of the project implementations critical path are taken into account.  Coordinate go-lives, ensuring they are at the best time for the company as a whole, balancing flexibility and constraints.  Increased efficiency. Quality, common monthly regression testing maximizes business and IT resources.  Alignment of Support Pack applications within releases.

 But.it wasnt always this way

Real Experience. Real Advantage.
12

[ The Tool: Solution Manager 3.0

 (aka Diamond in the Rough)

Real Experience. Real Advantage.

13

[ SolMan: Our Implementation Path

Real Experience. Real Advantage.

14

[ SolMan: Template Project / Solution

 Your Global Template/Solution is your base for  Assign project everything! Roadmap  Use SAP accelerators  Add your own PM tools  Copy / Link Business Processes from Solution  Define System Landscape  Activate CHaRM
[SOLAR_PROJECT_ADMIN]
Real Experience. Real Advantage.
15

[ SolMan: Blueprint /Configuration

Stage

 Process Documentation  Transactions  Configuration  Development  Test Cases  Training Docs

[SOLAR01 / 02]
Real Experience. Real Advantage.
16

[ SolMan: Testing Stage

 Monthly Regression test plan (template)  Project test plan generated based on project fit-gap and attached test documents  Test and issue management directly in SolMan  Integration of automated test cases

[STWB_2]
Real Experience. Real Advantage.
17

[ SolMan: Training Stage

 SolMan Learning Maps  Compiled of attached Project Training documents  Available w/o SAP user through Web Browser

Real Experience. Real Advantage.

18

[ SolMan: CHaRM
 Four different change document types
    Normal Corrections (SDMJ) Monthly Release Project Corrections (ZDMJ) Implementation Projects Test Message Release and Projects in test phase Urgent Corrections (SDHF) Break Fix

 They all support our release schedule and project implementations

Real Experience. Real Advantage.

19

[ SolMan: Task List

 Control all changes in project / cycle by phase (development / test / go live)  Mass import of all changes assigned to project/solution in each system

[SCMA]
Real Experience. Real Advantage.
20

[ SolMan: Reporting
 Work Centers your one stop shop!

Project Change Requests

for Project

Transports
[SOLMAN_WORKCENTER]
Real Experience. Real Advantage.

for Change Request

21

[ SolMan and Release Management

Task List Blueprint/ Configuration Test Management / Training Template Project
Release Management

Change Request Management

Reporting

Real Experience. Real Advantage.

22

[ Challenges(take it from us!)

 Immaturity of Change Request Management Application in Solution Manager version < 4.0 caused significant delays in the implementation time at Wrigley.  It took us 6 years to see SolMan working the way we had envisioned.  Integration of Solution Manager and Transport Management System is highly complex.  Major gaps in managing and synchronization of heterogeneous system landscapes (Project and Production landscape) within one SAP application.  Java Change Request Management requires time-consuming installation of SAP NetWeaver DI (Development Interface).
Real Experience. Real Advantage.
23

[ Challenges(take it from
us!)
 Blueprint document integration with CHaRM  EHP1 maturity (new OSS notes almost daily)  PSI / Security dont let them manage it, its a support system!  RFC connections (or disconnections shall we say!)  Manipulation of urgent correction transports in queue  If you havent started Change Request Management yet, DONT start with Urgent Corrections!
 the change management within IT is BIG

Real Experience. Real Advantage.

24

[ Key Learnings
 You now have some tools to help answer the question: How can installing standard release management methodology and governance benefit my IT Organization?  You can describe how the implementation of Release and Test Management will increase the visibility and quality of your project delivery  You can identify the advantages of utilizing Solution Manager Change Request Management as a critical part of the operation management of your SAP Solutions  You already own it, so you may as well use it!  We can all work together through ASUG and SAP to keep polishing that diamond!
Real Experience. Real Advantage.
25

[ Tips & Tricks &

 Get yourself a great process/tool visionary!
 essential for championing the cause!

Links

 Get yourself a really good Basis person!

 preferably one that speaks German!

 When to create a Project in Solution Manager?

 Even for small projects, if your gut tells you to create a project, then do it!

 ITIL: http://www.itil-officialsite.com/home/home.asp  Documentation/SAP Solution Manager : http://help.sap.com/

Real Experience. Real Advantage.

26

[ SolMan:

Whats next EHP1/Enterprise Edition

Real Experience. Real Advantage.

27

[ Solution Documentation - Motivation

In order to fully leverage the value of SAP Enterprise Support and achieve the required transparency of IT Solution, you need solution documentation that includes an accurate and complete description of solution landscape itself with all business process and custom modifications.  The solution documentation is divided into documentation:
 Technical landscape documentation  Business process documentation  Custom Code documentation

Source: SAP 2009

Real Experience. Real Advantage.

28

[SAP Solution Manager Basic

Configuration
Configuration of SAP Solution Manager Enterprise Edition    Easy Fast Step-by-Step

Main Features       Single, easy to use wizard for initial & basic configuration Highly automated configuration Integrated documentation for each step Integrated project management via SOLAR02 Easy access to open tasks and postponed activities Configure all managed systems from one central entry point

Transaction: SOLMAN_SETUP
Source: SAP 2009

Real Experience. Real Advantage.

29

[ Solution Documentation Assistant

The Solution Documentation Assistant (SoDocA) provides the customer core business processes and their usages in SAP Solution Manager
Jumpstart for SAP Enterprise Support
   Accelerator for Solution Documentation Basis for optimized test planning by enhanced solution and usage transparency Solution Documentation Assistant uses the existing SAP Solution Manager infrastructure (systems, data) Reduce risk - Establish one central source of the truth via collection of available systems as a prerequisite Reduce total cost of operations - Manage solution under budget within time constrains via Solution Documentation Assistant as accelerator for building up the Requirements & Design Phase Optimize business benefits - Focus totally on business process execution via automatic mapping against standard processes
Requirements

Optimize

Application Management

Design

Business Benefits
 
Operate Build & Test Deploy


Source: SAP 2009

Real Experience. Real Advantage.

30

[Custom Development Management

Cockpit
Custom Development Management Cockpit is SAPs new approach to analyze customers system on custom developments, and to optimize upgrades to these developments.

Jumpstart for SAP Enterprise Support

 Usage analysis of custom developments in a SAP system  Identification of potentially obsolete objects  Identification of impacts an upgrade or support package

Requirements

installation can possibly have on custom developments  Calculation of the effort necessary for adjusting the custom developments affected by an upgrade or support package installation

Optimize

Application Management

Design

Business Benefits

Operate

Build & Test Deploy

 Usage transparency of custom developments  Big saving potential by clearing identified obsolete
custom-specific objects  Accelerated Upgrade
Source: SAP 2009

Available only with SAP Solution Manager Enterprise Edition

Real Experience. Real Advantage.

31

The Value of SAP Enterprise Support

enabled by deployment of SAP Solution Manager Enterprise Edition

SAP Solution Manager Enterprise Edition Key Capabilities & Pre-Requisites to Deploy
SAP Solution Manager Key Capabilities
Root Cause Analysis for Custom Code Modification Justification Check Custom Code Maintainability Check Test Workbench & Regression Testing BPCA Upgrade (Delta Configuration) Additional CQCs* Test Content Business Process Monitoring ASAP Run SAP for Industries Accelerated Innovation Enablement

SAP Solution Manager capabilities can be configured and implemented based on customer specific priorities and roadmaps Individual services and guided expert session for desired configuration available

Template Management Change Request Management Technical SLA & IT Reporting

The 4 Steps
to fully exploit the value of SAP Solution Manager Enterprise Edition  To achieve IT transparency Single Source of Truth  To get access to specific SAP Enterprise Support and SAP Solution Manager capabilities

Custom Code 3 DocumenBusiness tation Process Documentation

Configuration Content

SAP Support SLA

1
Install and Connect to SAP

Technical Landscape Documentation

Diagnostics Deploy (Q-Gate Management, CTS+) Selected System CQCs* Monitoring Service Run SAP Desk for Technology Quality System Management Administration Solution Custom Development Documentation Management Cockpit Assistant

SAP Solution Manager Enterprise Edition enables YOU to establish a Single Source of Truth for the support by your operations teams and organization Source: SAP 2009
Real Experience. Real Advantage.
* Continuous Quality Checks

32

[Maturity in Your Support

Organization

Source: SAP 2009

Real Experience. Real Advantage.

33 Reference: SAP E2E Benchmarking Study

[ SAP Solution Manager Quality

Trusted Process Certificate!

http://service.sap.com/enterpriseedition Certification

Source: SAP 2009

Real Experience. Real Advantage.

34

Thank you for participating.

Barbara.McNally@Wrigley.com Christian.Ebermayer@Wrigley.com

]
35

ASUG Illinois Chapter Meeting August 28, 2009

Real Experience. Real Advantage.

[ Appendix

The only thing businessess can do in a situation as today with market meltdowns and financial crisis is, to get more out of unchanged assets, whether they be labor or capital. For IT this means to get much more out of every single one of their workers and systems and streamline the processes for operation and support.1)
1) Prof. Eric Byrnjolfsson, Surviving the recession, SAP Spectrum January 2009 Real Experience. Real Advantage.
36

[ Appendix A: Solution Manager Enterprise Edition

Change Management
Assigning Structure Nodes to Change Procedures Retrofiting Transports Manage Digitally-Signed Documents eCTS for Java Transport Integration

Transparency on Process & Apps

Solution Documentation Assistant Template Management (planned for next enhancement package)

Management of Customization Solution Updates

Upgrade Value Proposition with Solution Browser Maintenance Optimizer for Enhancement Packages. Upgrade Dependency Analyzer Downtime Management
Requirements

Custom Code Management Cockpit Configuration Validation Work Center

Design

Optimize Application Management Operate

Innovation Management
Quality Gate Management Solution Composer Project Issue Management RWD InfoPak Adapter Project Copy Function

Build & Test

Business Process Operations

Business Process and Interface Monitoring Job Scheduling Management Data Consistency Management Data Volume Management

Deploy

Integration Testing
Business Process Change Analyzer Test Workbench Enhancements Test Data Migration Server (additional licence)

Usability Integration Validation

Enduser Experience Monitoring
Real Experience. Real Advantage.

SAP Netweaver Business Client Additional Workcenters Enhanced Reporting throught Workcenters and BI
37

[ Appendix B: Reporting
(SolMan_WorkCenter)
 SolMan_WorkCenter your one stop shop!
           Business Process Operations Change Management Root Cause Analysis Implementation Incident Mgmt Test Mgmt Job Mgmt System Landscape Mgmt Solution Documentation System Administration System Monitoring

Real Experience. Real Advantage.

38

[ Appendix C: Assign structures to

Change Transactions
 Flexible Customizing to allow / restrict certain assignments

Real Experience. Real Advantage.

39

[ Appendix D: Retrofit
 Retrofit is the process to supply a project landscape with transports from a production or maintenance landscape without using the import functionality.

Real Experience. Real Advantage.

40

Appendix E: Solution [ Documentation Assistant  Automated business

process documentation of managed projects and solutions  Automated identification of daily used business objects

 Visualization of used standard business processes for projects and solutions  Usage analysis of custom objects and identification of potentially obsolete objects
Real Experience. Real Advantage.
41

[ Appendix F: Custom Development

 Solution Documentation of custom code, partner solutions and other vendors and interfaces.  Usage analysis of custom developments (Z-Programs, Queries, Enhancements)  Identification of potentially obsolete objects  Identification of impacts on upgrade or support package installation  Clearing Analysis to identify obsolete objects in the development workbench.  Upgrade/Change Impact Analysis for the technical impact of an upgrade
Real Experience. Real Advantage.
42

Management Cockpit

Appendix G: Quality Gate [ Management  Governance and synchronization of all activities related to the design,
build, testing and deployment phases of managed projects and solutions  Integration of project deliverables and milestones in quality gate management  Reporting/Alerting on change impact, transport errors, syntax errors of source code

Real Experience. Real Advantage.

43

[ Appendix H: Test Management - Business

Process Change Analyzer
 Identification of business processes affected by program and configuration changes which might be originated by Release Cycles, SAP Support Package or Enhancement Implementations.  Trace of used SAP Objects for a selected business process through preparation phase  Change Impact Analysis of software changes for selected business processes  Automatic generation of Test Plan for affected business processes within Solution Manager Test Workbench.

Real Experience. Real Advantage.

44

[ Appendix I: Batch Job Management

 Request, Document, Schedule and Monitor Batch-Jobs in the managed solutions via Solution Manager Job Management  Central repository for all SAP Batch-Jobs Documentation (categorized for example in business processes, countries, priority etc.)  Integration of Batch Job Management into Change Request Management Process and Business Process Monitoring within Solution Manager  Batch Job Monitoring in Solution Manager supports the automatic creation of service desk messages and emailnotifications in case of error  Load existing batch jobs from managed systems and clean up documentation
Real Experience. Real Advantage.
45

[ Appendix J:

Real Experience. Real Advantage.

46