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SAP Services
RUN SAP METHODOLOGY:
HOW TO IMPLEMENT END-TO-END
SOLUTION OPERATIONS
CONTENT
4
Executive Summary
5
Why You Need a Methodology for End-to-End Solution
Operations
6
Objectives and Key Deliverables
7
SAP Standards for Solution Operations
8
9
11
14
14
14
Road Map to Implement End-to-End Solution Operations
Assessment and Scoping
Design of Operations
Setup of Operations
Handover into Production
Operations and Optimization
15
15
15
Training and Certification
Run SAP Overview
E2E 50 End-to-End Operations
Scope and Documentation
(E-Learning Course)
E2E 100 SAP Standards for
Incident Management with
End-to-End Root Cause Analysis
(Five-Day Course)
E2E 200 End-to-End Change
Control Management
(Five-Day Course)
E2E 300 End-to-End Business
Process Integration and Automation
Management (Five-Day
Course)
E2E 400 Technical Upgrade
Management/Enterprise SOA
Readiness (Two-Day Course)
15
16
16
16
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SAP Solution Manager
EXECUTIVE SUMMARY
The foundation for business process
availability is laid in the technical implementation of the solution that supports
the business process and that solution’s end-to-end operation.
Business process availability, however,
is not merely a function of the underlying technology and the application.
Availability hinges on how that technology is first implemented and then supported, day in and day out. Functional
and technical project teams must work
in concert – not in a vacuum and certainly not at odds with one another –
and so must in-house technical teams
and outside consultants, including
those from SAP.
The Run SAP methodology provides a
proven methodology to enable you to
optimize the implementation and ongoing management of end-to-end solution
operations. The focus is on application
management, business process operations, and administration of the SAP
NetWeaver® technology platform.
In many implementation projects, the
technical and functional parts of the
implementation operate as two separate projects. The two parts of a typical
implementation and operations project
are nearly equal in terms of complexity,
effort, and resources. However, the
functional and technical implementation
teams have different target groups: the
functional departments and the support
organization, respectively.
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In many cases, the functional and technical implementations are delivered by
different professional service organizations and by separate project teams
operating with separate budgets. And
most organizations do not have a formal plan in place to guide the handover
from the implementation team to the
support organization.
SAP has a vested interest in ensuring
that every support organization can
successfully run the business systems
that support the business processes.
With Run SAP, the SAP® Active Global
Support organization has taken steps
to define a clear, shared methodology
for the ongoing management of the
end-to-end solution.
WHY YOU NEED A METHODOLOGY FOR
END-TO-END SOLUTION OPERATIONS
The complexity of solutions that you
implement requires a comprehensive
solution management concept. Business processes extend not only across
different systems and components inside the same organization but also
across different organizations. For this
reason, integration of business processes as well as of software and system components becomes more relevant in the implementation of the new
solutions.
In the support of today’s solutions,
many organizations play an important
role: functional implementation partners, hardware partners, third-party
software providers, outsourcing partners, and so on. In many cases, the
team in charge of the implementation is
not the same as the team responsible
for the operations and support of the
solution.
You need not only to successfully implement
SAP solutions but also to manage the operation
of the business processes after going live with
the software.
You need not only to successfully
implement SAP® solutions but also to
manage the operation of the business
processes after going live with the software. Therefore, you need the SAP
standards for solution operations to run
SAP solutions, as well as the methodology for the implementation of those
solutions.
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OBJECTIVES AND KEY DELIVERABLES
Run SAP provides a methodology
for the implementation of end-to-end
solution operations. This methodology
includes:
• The SAP standards for solution
operations
• The road map of Run SAP to implement end-to-end solution operations
• A training and certification program
• Tools, including the SAP Solution
Manager application management
solution
• Support services
Figure 1 shows in summary the scope
and the deliverables of the Run SAP
methodology.
RUN SAP
SAP® Standards
for Solution Operations
Road Map and
Best Practices
Includes IT standards and
tools to run SAP® software
Accelerates the
implementation of end-to-end
solution operations
Training and Certification
Provides up-to-date skills
for the ecosystem and latest
application technology
Services
Engages the SAP Services organization to implement end-to-end solution operations
SAP Solution Manager
Provides all tools for end-to-end solution operations
Figure 1: Best Practices, Content, Services, Training, and Tools
6
SAP STANDARDS FOR SOLUTION OPERATIONS
Companies expect high availability and
continuity of their solutions, flexibility
to quickly implement changes, and low
total cost of ownership (TCO). Additionally, they need to be able to manage outtasking and outsourcing relationships across different time and
geographical zones as well as control
and monitor service-level agreements.
To achieve this, IT governance is key.
Companies need an IT strategy that
focuses on the management of complexity, risks, and costs as well as skills
and resources. Standardized procedures that leverage the experience of
the organization and the software supplier are a key prerequisite for the optimization of application management.
With the SAP standards for solution
operations, you gain defined standards
for important operations processes
within a company’s business and IT
units. These key standards and practices address the needs of business
process experts – the stakeholders responsible for the design and execution
of business processes – and of IT departments charged with ensuring that
the services provided by the SAP solutions are available for business users.
Incident management
• Change request
management
• Change control
management
• Test management
Application Management
• Minimum documentation
• Root cause analysis
• Remote supportability
• Readiness for
enterprise service-oriented
architecture
• Release and upgrade
management
Business Process Operations
• Business process and
interface monitoring
• Data volume management
• Job scheduling management
• Transactional consistency
• Data integrity management
• Exception handling
Custom Development Management
Custom code maintenance
Solution Transition to
Enterprise Service-Oriented
Architecture
Change Management
End-User Support
Technical Operations
• System administration
• System monitoring
IT Infrastructure Management
Figure 2: SAP® Standards for Solution Operations
Change management enables the planning and management of changes, minimizing the risk through
the use of standard processes for each of the changes.
Each standard contains best-practice
procedures on how to run the individual
tasks, explanations on which tools from
SAP Solution Manager should be used,
and available training and services that
support the adoption of the standard.
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ROAD MAP TO IMPLEMENT
END-TO-END SOLUTION OPERATIONS
The implementation of operations is a
project that runs in parallel with the
functional and technical implementation
projects. In some cases, the implementation of operations is conducted by an
organization different from the one conducting the functional implementation
project; for example, the implementation of operations may be conducted
by outsourcing companies or another
department of your company.
Assessment
and Scoping
Operational
requirements
analysis
Design of
Operations
In the implementation of operations,
several parties may be involved: the
company, system integrators, the support organization, outsourcing partners,
and hardware partners. For this reason,
you need to coordinate all the activities
to implement the operations as a project or several projects.
Setup of
Operations
End-user
End-user
support concept support concept
Handover
into Production
Knowledge
transfer
training and
certification
End-user
support
Scope
definition
Change
management
concept
Change
management
implementation
Final testing
and sign-off
Change
management
Technical
requirements
and architecture
Application
management
concept
Application
management
implementation
Transition
into production
Application
management
Project
setup
Business
process
operations
concept
Business
process
operations
implementation
Handover
Business
process
operations
Governance
model for
operations
Custom
development
management
concept
Custom
development
management
implementation
Custom
development
management
Solution
transition to
enterprise
service-oriented
architecture
Technical
operations
concept
Technical
operations
implementation
Technical
operations
IT infrastructure
management
concept
IT infrastructure
management
implementation
IT infrastructure
management
Figure 3: Project Life-Cycle View of End-to-End Solution Operations
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Operations and
Optimization
The road map for Run SAP guides you
through defining the scope of the operations to be implemented, preparing a
detailed plan, doing the setup, and running your SAP solution. Moreover, it
helps you find the right strategy and
tools to implement your end-to-end
solution operations.
The road map provides not only what
needs to be implemented but also information about how it needs to be
implemented, in the form of implementation methodology documents and
best practices documents.
The implementation methodology
documents describe how support is
implemented across the life cycle.
The best practices describe in more
detail how to implement the end-to-end
solution operations for different SAP
solutions. These best practices are
based on the experiences of thousands
of companies.
The road map is available as part of
Run SAP in SAP Solution Manager as
well as in the SAP Service Marketplace
extranet.
Run SAP provides detailed assistance
through every phase, as described in
Figure 3:
• Assessment and scoping
• Design of operations
• Setup of operations
• Handover into production
• Operations and optimization
Assessment and Scoping
This phase is preparation for the implementation of the operations. The objective is to make an assessment of the
business and technical requirements
for operations in order to define what
aspects of the operations need to be
implemented, enhanced, or adjusted.
In most cases, companies already have
an existing support organization and
operations, but they need to integrate
new parts of the solution or a new solution into the existing operations. In
some other cases, companies need to
start from the beginning.
Since SAP provides a set of standards
and tools to run operations, your organization needs to identify the gaps in
the solution operations to ensure high
availability of business processes and
systems.
The output of this phase is the definition of the kind of support processes
that will be implemented and the technical infrastructure required to do this.
Operational Requirements Analysis
The first steps in this phase are to understand the business requirements for
operations and to guarantee the operability of the solution. Operability is the
ability to maintain IT systems in a functioning and operating condition, guaranteeing system availability and required
performance levels to support the execution of the enterprise’s business
operations.
For example, mission-critical solutions
require 24x7 availability, which has implications for the way you need to monitor and maintain the application and the
systems.
Scope Definition
Once the operational requirements are
clear, you need to define what part of
the operations you need to implement,
enhance, or optimize in order to meet
the business requirements. To define
the scope, you can use the SAP standards for solution operations discussed
above to identify the gap. You also
need to identify the following:
• The skills required to manage
the solution
• The way in which the support organization needs to be empowered
• Tools and processes required
• Functions to be implemented using
SAP Solution Manager
During the scope definition, you also
need to identify which SAP components, support for business processes,
and interfaces are being implemented
and need to be considered for
operations.
Finally, you must decide what kinds of
support you will implement as part of
Run SAP.
Technical Requirements and
Architecture
To implement operations, you need a
technical infrastructure. This technical
infrastructure includes tools to support
the different support and operations
processes, such as end-user support,
monitoring, change management, and
so on. In this phase, you need to determine how the technical infrastructure
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organizations may differ from company
to company, their function is roughly
the same. They run their activities in
accordance with the corporate strategy, the corporate policies (for example,
corporate governance, compliance,
and security), and the goals of their
organizations.
For the setup of operations, the road map for Run SAP
provides detailed information, including accelerators
and best practices for ways to do the implementation.
needs to be implemented (for example,
global versus local infrastructure). SAP
Solution Manager serves as the application management infrastructure for
operations. On the basis of the defined
scope, you need to determine the architecture, the structure, and the sizing
required for SAP Solution Manager,
considering which kinds of support will
be implemented or enhanced.
Project Setup
Normally, the implementation of the
operations occurs in parallel with an
implementation, upgrade, or enhancement project. As a result of the scoping
and assessment sessions, you define
which parts of the operations need to
be implemented and which projects
need to be set up. During the project
setup, you plan the projects and the
next steps following the Run SAP
methodology.
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You need to consider implementing
end-to-end solution operations as an
implementation project.
Governance Model for Operations
The governance model describes the
mission of the IT operation. You describe the mission by defining the organization, the standards, and the processes (that is, the who, what, and
how) on the basis of the fundamentals
of the corporate strategy and policies
(that is, the why).
The first step to efficient operations of
end-to-end solutions is to ensure the
specialization of organizations. Dedicated stakeholders are responsible for different objectives. You can arrange the
stakeholders into different organizations that can be grouped largely into
two key organizational areas: business
unit and IT. While the names of the
Solution Transition to Enterprise
Service-Oriented Architecture
A clear IT strategy is a key success
factor for effective operation of business processes and systems. For the
support organization, it is important to
understand the IT strategy to determine
the impact on the operations and how
the operations need to be adjusted or
enhanced to be able to support the
strategy. The solution transition to enterprise service-oriented architecture
(enterprise SOA) includes topics such
as readiness for enterprise SOA, upgrade strategy and planning, capacity
management, and so on.
Supporting and operating enterprise
SOA means higher responsibilities.
This is especially true for the IT departments that must ensure that the underlying technology guarantees the reliability, availability, data consistency, and
agreed performance of services that
are part of the business processes.
The goal of the solution transition to
enterprise SOA is to support your IT
organization on its way to enterprise
SOA and in running an existing enterprise SOA. This includes not only the
technical but also the organizational
readiness.
Design of Operations
The purpose of this phase is to design
the operations on the basis of the results of the assessment and scoping
phase. Basically, you need to create a
business blueprint of your operations
processes or define what you need to
do to enhance or modify existing
procedures.
In this phase, you define the operations. This includes the following
information:
• How the processes are going to work
• Which tools are required to implement the support for the processes
• How to train your support
organization
• Which services are required from
SAP
Figure 2 lists the standards, and the following sections explain the key areas
to take into account.
End-User Support Concept
The support for end users after the golive stage is a critical success factor for
the acceptance of the solution as well
as for the normal flow of the business
processes.
One of the most critical operations processes is incident management. Incidents in operations of mission-critical
applications can cause severe business
loss if they are not properly managed,
their root cause identified, and corrective action taken. The incident management standard defines the process and
tools required to manage the collaboration between the involved parties to resolve incidents in time.
Normally, companies already have an
existing incident management process
and the corresponding tools. However,
when a new solution goes live, you
need to ensure that the existing procedures can handle the new solution and
can meet the service-level agreement
with the users of the solution.
• Test management
The goal of testing is to ensure the
normal flow of the processes. The
test management standard includes
not only functional testing but also
integration and volume testing.
SAP Solution Manager provides tools
to support change management.
The support desk functionality in
SAP Solution Manager enables your
organization to implement incident
management.
Change Management Concept
Change management enables the
planning and management of changes,
minimizing the risk through the use of
standard processes for each of the
changes. A proven change management concept is a key success factor
for ensuring the stability of business
processes and systems.
Change management includes:
• Change request management
The goal of the change request management standard is to efficiently and
punctually implement changes to
SAP applications with minimal risks,
using standardized methods and procedures to ensure the stability of the
systems and processes.
• Change control management
Change control management is the
process to enable the deployment
and the analysis of changes that
need to be addressed in order to
ensure that changes are executed
without disruption of the ongoing
business. The standard covers two
major areas of change control:
change deployment and change
diagnostics.
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SAP Active Global Support provides services across the
Run SAP methodology implementation cycle to support
you in implementing operations and providing knowledge
transfer to your support organization.
Application Management Concept
The goal of this concept is to provide
the assistance required to analyze and
solve incidents and problems. Application management includes several
tasks, from solution landscape planning, to implementation, to handling
and execution of changes coming from
business units, to documentation of
standards, to assurance of remote supportability. The key interface between
business and IT is the application management organization.
The application management concept
defines how the support organization
will handle the following topics:
• Minimum documentation
This includes the documentation of
the system landscape, business processes, and interfaces. This is a key
success factor for problem resolution
since this information needs to be accurate to speed the problem resolution process and ensure change management and know-how transfer to
the organization.
• Root cause analysis
Clear procedures and relevant tools
are key success factors for enabling
you to analyze the cause of problems. SAP Solution Manager provides the required tools to conduct
root cause analysis for code from
both the ABAP™ programming language and Java.
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• Remote supportability
To be able to receive fast, safe, and
remote support to analyze problems,
companies need to have SAP Solution Manager to connect to the SAP
network and get remote support.
Business Process Operations
Concept
To ensure availability of business processes, you need a comprehensive
concept to manage business processes end-to-end. The business process
operations concept includes the topics
covered in the following sections.
Business Process and Interface
Monitoring and Exception Handling
To increase availability of business processes, you need to define a concept
to monitor the core business processes and define error-handling procedures
to be able to react to critical situations.
In the design of operations phase, you
need to identify the critical business
processes and exception situations and
the ways to handle those exceptions.
This includes identifying the corresponding tools for the processes. For example, SAP Solution Manager offers the
functionality to monitor your business
processes.
The standard of business process and
interface monitoring and that of exception handling describe a model for the
management of mission-critical busi-
ness processes. Business process and
interface monitoring describes best
practices for monitoring and supervision of the mission-critical business
processes, including critical interfaces.
Exception handling explains how to define processes and procedures to manage exceptions and error situations
during daily business operations. Possible results are smoother business execution and an optimized total cost of
operations.
Data Volume Management
Because of the tendency to run highly
interconnected systems (internal and
external) and the business needs to
have data instantly accessible, data volumes are growing and growing. This
has an impact not only on performance
but also on your overall operations.
Therefore, you need to define a concept of how to manage data growth by
avoiding data creation, archiving data,
and deleting data. The data volume
management standard helps increase
the availability of your solution because
administration tasks such as software
upgrades, database reorganization,
data backups, or data recovery can be
done in less time. In addition, you can
reduce the time needed for managing
disk space and benefit from more efficient use of resources such as hard
drives, memory, and CPU.
Job Scheduling Management
Job scheduling management determines in what sequence you have to
execute different activities (online and
background), while considering existing
limitations and avoiding bottlenecks, to
meet given processing deadlines. There
are two main reasons for scheduling
monitoring procedures, and eventually
create corrective tools to solve inconsistencies. This requires profound
knowledge of the application as well as
the involved interfaces.
restrictions: time and hardware resources (CPU, main memory, network
capacity, and so on). Additional restrictions may exist as a result of dependencies between different activities within the same system or even across
system borders.
Job scheduling management includes
the definition of roles and responsibilities as well as procedures for planning,
controlling or scheduling, and monitoring of all system-related and business
process–related operational activities
for a system landscape. All these activities should be performed centrally and
are defined as follows:
• Planning is the process of collecting
information on which background
jobs have to be run and then deciding
which job should be run at what time.
• During scheduling, you enter the job
data into the system landscape.
• Monitoring ensures that the background jobs are running correctly –
for example, at the dedicated time –
and do not cancel or produce errors.
Job scheduling addresses issues of
time constraints and resource limitations. In a productive solution landscape, you need to execute online and
background activities as well as maintenance and administration tasks. Job
scheduling leads to reduced costs, less
people resources, better resource usage, and better timing through automation. With load balancing, the resource
usage can be optimized.
Transactional Consistency and Data
Integrity Management
Data inconsistencies can lead to immense costs. In addition, business processes that are supported by inconsistent data can lead to downtime of your
solution until the root cause is identified and data is corrected. By preventing and detecting data inconsistencies
as early as possible and utilizing defined error-handling procedures, your
daily business operations can be protected. In the design of operations
phase, you need to identify the areas
for potential inconsistencies, define
Custom Development Management
Concept
Custom code comprises the components that have been developed to
complement the standard application
portfolio in order to achieve a particular
functionality not delivered within the application standard. Custom code can
be an application developed on top of
SAP software or an application developed next to the software and interfacing with the rest of the application landscape. It is not enough to develop the
custom code; you need to have a concept of how to maintain new code, how
to deploy the code, how to monitor the
processes, and how to manage exception situations. These concepts need to
be part of the code design in the design of operations phase, with the standards defined in this phase and then
implemented and optimized during the
operations and optimization phase.
Technical Operations Concept
To run your SAP software, you need
to define a concept for technical operations that includes system administration and system monitoring. Your concept depends on the SAP components
being implemented. In the design of operations phase, you need to define the
underlying technology to monitor your
landscape and SAP software and learn
how to operate the solution.
SAP Solution Manager serves as a
central application management
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solution. With SAP Solution Manager,
you can combine technical information
– such as key performance indicators
and performance information – with
business process–related information.
It supports the whole solution life cycle,
from the implementation to the operation of SAP and non-SAP software.
IT Infrastructure Management
Concept
Run SAP focuses on managing the
business processes and the SAP
software components. In addition, your
company needs to manage the underlying infrastructure to run SAP applications. This includes the following areas:
• Access management
• Mainframe management
• Server management and support
• Network management
• Storage and archiving
• Directory services management
• IT operations
• Desktop support
• Middleware management
• Internet and Web management
To manage this infrastructure, SAP
partners provide the best practices
and standards needed. Most support
organizations use the information
technology infrastructure library (ITIL)
methodology to do this.
Setup of Operations
The purpose of this phase is to implement end-to-end solution operations on
the basis of the plan made during the
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previous phase. To help you do so, the
road map for Run SAP provides more
detailed information, including accelerators and best practices for ways to do
the implementation.
The setup of operations follows the
same structure as that in the design of
operations phase:
• End-user support implementation
• Change management implementation
• Application management
implementation
• Business process operations
implementation
• Custom development management
implementation
• Technical operations implementation
• IT infrastructure management
implementation
In this phase, you can use the implementation methodology documents
as well as the best practices, which
describe how to do the setup.
As a result of this phase, you will have
an implemented and tested operations
concept and will be ready to start
operations.
“phase gate” to ensure that the operations of the solution have been implemented and tested. In this phase, you
also check if and prove that the requirements to run the application are met.
These include service-level agreements, performance of the business
processes and software, integration,
and so on.
This phase includes the following topics
in general:
• Knowledge transfer training and certification – end-to-end solution operations trainings and certifications
• Final testing and sign-off
• Transition into production
• Handover
Operations and Optimization
The primary goal of this phase is to ensure the normal operations of the business processes and the solution landscape in order to meet the business
requirements. To do this, you need to
establish procedures in advance to
monitor the solution (business processes and systems) and put in place a support organization with the right skills
and knowledge.
Handover into Production
This phase describes the activities
required to start the operations of the
SAP solution. The objective is to ensure that the support organization can
manage the SAP solution and that all
the processes and tools required are in
place and have been tested. This is a
The secondary goal of this phase is to
optimize and improve the solution and
its operation in order to reduce TCO or
avoid additional cost. In general, this
phase consists of reactive and proactive activities. These activities include
the daily operations of the solution after implementing the solution.
TRAINING AND CERTIFICATION
SAP offers several trainings or empowering workshops to facilitate knowledge
transfer to your support organization.
The training and certification of Run
SAP provides companies, partners,
and SAP consultants with the methodology to implement end-to-end solution
operations as well as the SAP standards for solution operations. SAP
offers the following training.
Run SAP Overview
This course provides an overview on
the SAP standards for solution operations to run an SAP solution and specifically how to implement those standards. The focus of this training is on
understanding what needs to be done
to implement the operations, whose
standards and best practices are provided by SAP.
E2E 50 End-to-End Operations
Scope and Documentation
(E-Learning Course)
The end-to-end operations scope and
documentation training is the foundation for the end-to-end courses 100
through 400. The course provides a
general overview of how to plan and
develop business scenarios and processes quickly and maintain them
cost-effectively with the help of SAP
Solution Manager. Based on SAP
know-how, methods, best practices,
and tools, end-to-end operations scope
and documentation training helps you
ensure efficient management and implementation of all of your solutions.
E2E 100 SAP Standards for
Incident Management with
End-to-End Root Cause Analysis
(Five-Day Course)
SAP standards for incident management with end-to-end root cause analysis training enables you to leverage
root cause analysis standards and
resolve problems in heterogeneous IT
landscapes quickly and permanently.
The end-to-end root cause analysis
course provides you with best-in-class
knowledge and skills to run the diagnostics functionality of SAP Solution
Manager on the full breadth of solution
operations. A higher level of availability
of your IT solution leads to less work
for your IT organization, with lower
TCO for you.
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E2E 400 Technical Upgrade
Management/Enterprise SOA
Readiness (Two-Day Course)
E2E 200 End-to-End Change
Control Management
(Five-Day Course)
This course introduces you to change
control concepts, which coordinate and
optimize how changes are introduced
into a software landscape. By ensuring
that changes do not conflict with each
other, and do not disrupt ongoing business, you ensure improved quality of
the software landscape and higher
availability of IT solutions. End-to-end
change control management training
provides you with the know-how to efficiently handle changes to solutions,
which is vital to achieving operational
excellence in your business and cutting
TCO significantly.
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E2E 300 End-to-End Business
Process Integration and Automation Management (Five-Day
Course)
This course focuses on the areas of
business process and interface monitoring, job scheduling management,
business process performance optimization, data consistency management,
and data volume management. These
standards help you streamline planning
and integration of business-critical processes in heterogeneous IT landscapes. Aiding you with improved business processes, performance, and
data consistency of your solutions and
optimized use of hardware resources,
End-to-end business process integration and automation management training helps your business contain costs.
Technical upgrade management/enterprise SOA readiness training guides
you through the upgrade project to
manage challenges, such as project
management, efficient testing, and minimization of downtimes; adaptation of
applications and modifications; and
knowledge transfer to end users. With
the best-in-class knowledge that technical upgrade management/enterprise
SOA readiness training provides, you
will become competent in the skills
required to successfully execute and
manage technical upgrade projects that
represent mission-critical operations.
By reducing the risk and cost of technical upgrades in the future, your
business will benefit from continuous
improvements to mission-critical enterprise solutions, ensuring a decisive
market lead.
SAP SOLUTION MANAGER
SAP Solution Manager is the application management solution that enables
you to implement end-to-end solution
operations. With SAP Solution Manager, you gain the support of several
functions required to run operations,
such as root cause analysis, change
request management, business pro-
Implem
en
t
ion
at
Change request management
• Following of ITIL standards
• Maintenance processes
ization
tim
Op
Upgrade of SAP solutions
• SAP methods and tools
• E-learning management
• Test management
Core Business
Processes
ns
ratio
pe
O
Implementation of SAP® solutions
• SAP methods and tools
• Global rollout
• Customizing synchronization
• E-learning management
• Test management
cess and system monitoring, service
desk, and minimum documentation.
Run SAP methodology is available
with SAP Solution Manager. Run SAP
describes how to implement solution
operations using the functionality provided in SAP Solution Manager.
Delivery of SAP Services
offerings
• On-site/remote delivery
• Issue management
Solution monitoring
• System monitoring
• Business process
monitoring
• Central system
administration
• Solution reporting
• Service-level reporting
• SAP EarlyWatch® Alert
Service desk
• Best practices for
messaging
• Integration of third-party
help desks
Root cause analysis
• Safe remote access
• Performance
measurement
• Logs and dumps
• Traces
• Technical configuration
Figure 4: Support for the Application Life Cycle with SAP® Solution Manager
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SUPPORT SERVICES
The SAP Active Global Support organization supports the implementation
of Run SAP with offerings such as
SAP MaxAttention™ support option,
SAP Safeguarding services, and the
SAP Enterprise Support services. SAP
Active Global Support provides services across the Run SAP methodology
implementation cycle to support you in
implementing operations and providing
knowledge transfer to your support
organization.
18
In some cases, you may need to define
additional projects; those projects can
be supported by the SAP Consulting
organization
For further information about support
services from SAP, please visit us on
the Web at www.service.sap.com/e2e.
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50 087 931 (08/01)
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