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Enterprise Support
Franois Oval
Support Manager SAPLabs France
Lionel SchwirtzMaintenance Sales Director, SAP
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SAP 2008 / Page 2
SAP Active Global Support Organization
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SAP 2008 / Page 3
SAP Enterprise SupportManages innovation
and integration in SAP solution landscapes
SAP Ecosystem
+Value Prop
Delivered via
The offering
Global Support
Backbone
Mission-Critical
Support
Continuous quality checks
Robust SLAs
Support advisory
7 x 24 root cause analysis
Root cause analysis forcustom code
Run SAP
Industry-leading bestpractices
Run SAP methodologyfor end-to-end solution
operations Consulting, training, and
certification available asadditional offerings
Consistent standards
Lifecycle management
Business processmonitoring
Custom code management
Remote supportability
Diagnostics
Innovation Innovation with minimum disruption
Continuous improvement
Complexity masked
Test effort reduction
Protection of Investment
TCO reduction
Risk reduction
End-to-EndSolution
Operations
SAP Solution Manager,enterprise edition, and theSAP service infrastructureplatform
On demand 7 x 24support integration
SAP Service Marketplace
Enabled by
In collaboration with
SAP Enterprise SupportHolistic Support Model to Enable Continuous Improvement &Successful Solution Operations at Lower Risk & Cost
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SAP 2008 / Page 4
Reactive Engagement
The engagement is Reactivewhen the Customer contacts the SupportAdvisory Center for:
7x24 Root Cause AnalysisMessage EscalationsComplaints on SLA/ message handling
Continuous Quality Checks change..
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Proactive Engagement
The engagement is Proactivewhen the Support Advisory Centercollaborate with Customer for:
Set-Up Service DeliveryPre-requisite Readiness Check7x24 Root Cause Analysis
Service Plan Creation and AgreementCQC delivery planningFollow-up on given recommendationsTop Issue handling
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SAP Enterprise Support - Continuous Quality Checks
SAP Continuous Quality Checks, a customizable Remote service portfolio,with focus on the overall SAP Software Lifecycle. Plan, Built, Run.
Identify ongoing technical risks and optimization potential Support a smooth Go Live of an implementation or upgrade project
Improve system performance, availability, stability and data consistency
Document your
solution
Identify
technical risks
Support
GoingLive
Identify solution
optimization
potential
Improve business
process
performance
Information Risk analysis & mitigation Continuous Improvement
Mandatory delivery platform for Continuous Quality Checks:
SAP Solution Manager Enterprise Edition
Continuous Quality Checks for SAP Software Solutions
Top Alerts reported by SAPEarlyWatchAlert
Top Issues mutually agreed betweencustomer and Support Advisory
Center
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SAP Continuous Quality Checks along the
SAP Software Lifecycle
SAP CQC for SolutionManagerSolution ManagerPreparation
Plan Solution
Design
Built Integration Testing
and GoLiveRun-Post Go Live Support
1 2 3Upgrade
4
2 3 4 5Operations &
Continuous Improvement and UpgradesImplementation Project
Blueprint Volume
Test GoLiveGoLive
Baseline
Configuration
Integration
Test
SAP CQC for ImplementationGoing-Live for Solutions Analysisand Verification
SAP CQC for Implementation
Integration Validation
SAP CQC for ImplementationSupport Going Live SAP CQC for Upgrade
Downtime Assessment
SAP CQC for UpgradeGoing Live for Functional
Upgrade Checks
SAP CQC for UpgradeUpgrade AssessmentSession
SAP CQC for Upgrade
Support Going Live
SAP CQC for OperationRemote Performance Optimization
SAP CQC for Operation EarlyWatch Check
SAP CQC for OperationDataVolume Management Optimization
SAP CQC for OperationOS/DB Migration
SAP CQC for OperationBusinessProcess Performance Optimization
SAP CQC for Operation Technical
Performance Optimization
SAP CQC for OperationSecurityOptimization Check
SAP CQC for Operation BusinessProcess Analysis and Monitoring
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SAP Enterprise Support: Continuous Quality Checks
Planning and Delivery process
A Top-Issue" shall mean issues and/or failures identified and prioritizedjointly by SAP and Customer in accordance with the SAP standards, which
may endanger Go-Live of a pre-production system or have a significantbusiness impact on a Customers core Production System.
The Top-Issue has to be created by the customer in the Solution
Manager and sent to SAP
Once the Top-Issue has been received in SAP an analysis of thesituation is made by the SAC specialists and further services or an
action plan can be mutually agreed to solve the Top-Issue
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Stability, upgrades and customer specific
programs
Focus on customer specific programs
Modification J ustification Check
Evaluation of Proposed Modifications of SAP Standard Solutions
Check whether the required business functions can be implemented within the SAP standard
functional scope Check whether the required business functions can be achieved by taking advantage of SAP
standard enhancements rather than SAP source code modifications
Check whether alternative implementation options could accommodate your business requirementsby means of business process reengineering or work-around solutions
Custom Code Maintainability Check
The SAP Custom Code Maintainability Check analyzes the objects in your custom development projectand documents the results in a service report. It evaluates the quality of your coding regarding theability to perform future SAP upgrades and SAP Enhancement Package or SAP support packageimports
Focus on upgrade
Accelerated Innovation Enablement
SAP provides Customer with up to five days remote support services per calendar year from SAPsoftware architects to assist Customer in evaluating the innovation capabilities of the latest SAP
enhancement package and how it may be deployed for Customers business process requirements
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SAP Enterprise Support Components -
24 hour Support Advisory Center
Consistent point of contact for you support issue during operations or project phases
Acts as additional escalation level for exception handling in the support process
Facilitates 7x24 mission-critical support for top issues*
Guides you through the planning and delivery of the Continuous Quality Checks
Provide regular follow-up information on action agreed (inc. regular service & supportreporting)
* Issue which may endanger GoLive of a pre-production system or have a significant business impact on you core production system
Customer Customer Interaction Center/Support Advisory Center SAP Support Back Office
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CIC vs. SAC. TASKS & RESPONSIBILITIES
CIC SAC
General Support Queries (e.g. what is ES/PSLE?,sap.com queries, training, when/how to create msgs...)
Maintenance, installations, change of
name/address, etc.
Queries about SMP (e.g. messages, SAP Notes,downloads, keys, etc.)
S-Users, authorizations, passwords, eMail
domains, etc.
License Key requests
Software availability, downloads, and how to
order.
Remote Connections (new, changes, etc.)
Customer Messages Speed Up Requests
Customer Messages Request to change prior ity.
Customer Messages Escalation
Proactive CQC remote service planning (inc luding
SetUp service)
Solution Manager (Enterprise Edition)
Top Issues (& Action Plan)
Critical/Top Issues - RCA (Production Down, GLshowstopper, etc.)
SLA Complaints
Service & Suppor t Report
ES report (in fu ture)
Customer Follow Up Call
CCOE (Re)Certification
CIC hands over to SAC
Channel Partner Request Proactive TQC (Go-
Live Elementary) Requests
For a detailed overview of CIC-specific tasks, please refer to the appendix.
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Customer Interaction Center/Support Advisory Center
in France
Open customer message using component SV-CIC (5 days x 8 hours)
The designated SAP Support Advisory Center will be English speaking
0810 302 333
or+33 1 4445 2333
See note 560499 for Worldwide list
0800 910253
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SAP Enterprise Support Components -
Service Level Agreement
Guaranteed Service Level Agreement on initial reaction time and corrective action
Accelerated problem resolution for productive system incidents and critical projects
Minimize business disruption and unforeseen downtime
Significantly reduce financial impact of support issues
* issues which may endanger GoLive of a pre-production systemor have a significant business impact on your core productionsystem
** a correction, a work-around or an action plan
Productive
Environment
Priority 1* Priority 2
Initial Reaction 1 hour 4 hours
Corrective
action**4 hours
Problem
Issue
SAP Support
Message arrives
at SAP
Customer
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SAP EarlyWatch Alert:PreventivePreemptiveReactive
SAP Enterprise Support 7x24 Advanced
Very High Priority Production Down Situation
Active Global Support(5000 Support Engineers)
Development (12,000developers)
Partners (2,200+)
Reaction:Incident
managementEscalationteamremote
Involvement ofGlobal RCA teams
Resource Allocation
Remote/De-escalation TeamSenior Management,Involvement
Continuous Improvement
Customer
SAP Solution Manager
SCMSCM
4.6C4.6C
CRMCRM
Support Advisory
Center
Customer
24/7Global
Interface to customer,Active Global Support andPartner s
Analysis, tracking, andresolution
Facilitate real-time team-upwith back office
SCMSCM
4.6C4.6C
CRMCRM
SAP Back Office
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SAP 2008 / Page 15
S&S Report Content
SAP Systems
High level listing including total and live systems by productversion + Detailed list of customer systems
Defines the scope of the Service and Support Report
SAP Systems
High level listing including total and live systems by productversion + Detailed list of customer systems
Defines the scope of the Service and Support Report
Customer Messages
Incoming Messages:Statistics for previous 6 months, message priorities, messagecomponents
Closed Messages:Solutions and processing times, message classification, supportdesk evaluation, PCC figures
Open Messages:Open messages with priority 1 and 2, long running messages
Customer Messages
Incoming Messages:Statistics for previous 6 months, message priorities, messagecomponents
Closed Messages:Solutions and processing times, message classification, supportdesk evaluation, PCC figures
Open Messages:Open messages with priority 1 and 2, long running messages
SAP Services Statistics for previous 6 months
Continuous Quality Checks delivered
SAP Services Statistics for previous 6 months
Continuous Quality Checks delivered
Executive SummaryExecutive Summary
Projects, Issues, Actions and Service Plans
Based on CRM data
Projects, Issues, Actions and Service Plans
Based on CRM data
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SAP 2008 / Page 16
Value through SAP Enterprise Support reflected in
the SAP Enterprise Support Report
SAP Ecosystem
SAP Enterprise Support
Mission-Critical
SupportRun SAP
Innovation &
Protection of
Investment
End-to-End
Solution Operations
Global
Support
Backbone
+
SAP Enterprise Support Report
Table of Contents
Executive Summary...........................................1
1. Innovation & Protection of Investment...............2
2. End-to-End Solution Operations........................3
3. Run SAP............................................................4
4. Mission-Critical Support.....................................5
5. Global Support Backbone..................................6
Appendix............................................................7
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Solution Manager for Enterprise Support
The SAP Solution Manager Enterprise Edition shall be installed, usedproductively and be activated for
Document
System
Landscape
Connect
to SAPSetup
Connect
systems
Setup
Diagnostics
Install SAP Solution
Manager EE
Activate SAP
EarlyWatch Alert
Enable system landscape
documentation
Enable Service and
Engagement Delivery
Enable root cause
analysis
I l t i E d t E d S l ti O ti
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RunSAP
Implementing End-to-End Solution Operations
Standards with RunSAP
RunSAP facilitates the implementation ofE2E Solution Operations
SAP Standards for
Solution Operations
Define central E2Eoperations tasks
Roadmap
Accelerate theimplementation ofE2E operations
Trainings &
Certification
Provide up-to-dateskills for the ecosystem
ServicesEngage SAP to implement E2E operations
SAP Solution ManagerProvides all tools for E2E operations
RunSAP is ASAP for OperationsIt provides best practices, content, services, training
and tools for End-to-End Solution Operations
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SAP 2008 / Page 19
RUNSAP Self-Assessment tool
SMP quick-link runsap
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SAP 2008 / Page 20
Customer Center of Expertise CCoE
CCC
BUSINESS
Global Business ProcessChampion
Regional Business ProcessChampion
Program ManagementOffice (PMO)
End User,Key User
Application ManagementQUALITY MANAGEMENT
Integrated Q-Management, One source of the Truth
BusinessProcess Operation
CustomDevelopment
SAP Technical Operations
IT Infrastructure
IT
QUALITY MANAGEMENT One Central Source of the Truth Integrated Q-Management
CCC
Customer COE
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SAP 2008 / Page 21
Certification of Customer COE Organization
An existing SAP certified Customer Competence Center (CCC) will meet SAP contractual requirementsspecific to the Customer COE for basic functions until the re-certification period is due.
Upon recertification the transition from CCC to CCOE will occur with the Primary Certification process
Customer COE Primary Certification: Basic
functions relevant for Primary Certi fication
Contract Management Support Desk
Information Management
Coordination of Innovation Requests ensuring qualitymanagement for:
Modification clearance & development requestmanagement
Maintenance Optimizer, Maintenance certificatemanagement
Management of Enhancement Packages (EhP), Legal
Change (LCP), and Support Packages (Stacks).
CQC Planning
Former CCC certification Customer COE Primary certification
Relevant CCC certification functions
Contract Management
Support Desk Information Management
Coordination of Development Requests
Service Planning
Side by Side comparison of CCC certif ication and Customer COE certi fication
SAP Enterprise Support:
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SAP Enterprise Support:
Service Portfolio
Modification Justification Check 1/2
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Modification Justification Check 1/2
Benefit from lower costs of operation: Avoid unnecessary modifications resulting in significant efforts fordevelopment, maintenance and testing during development and solution operation life cycle
Enable innovation without disruption: Benefit from additional functional developments in the SAP standardthrough easy adoption of SAP Enhancement Packages and new SAP Releases
Reduce operating costs: Simplify the application of SAP Support Packages and the maintenance of your SAPsolution
Evaluation of Proposed Modif ications of SAP Standard Solut ions
Check whether the required business functions can be implemented within the SAP standard functionalscope
Check whether the required business functions can be achieved by taking advantage of SAP standardenhancements rather than SAP source code modifications
Check whether alternative implementation options could accommodate your business requirements bymeans of business process reengineering or work-around solutions
When to Use
Use the SAP Modification J ustification Check when one of the following conditions applies to your situation:
You are planning on implementing new SAP functionality. According to your analysis of the SAP solutionthere is a functional gap in the standard functional scope that you intend to close by a modification or acustom development to satisfy your business requirements.
You would like to evaluate whether an existing modification within your current SAP solution is stillnecessary in the context of a Solution Transition Event ( e.g. adoption of an SAP Enhancement Package or anew SAP Release )
Modification Justification Check 2/2
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SAP 2008 / Page 24
Modification Justification Check 2/2
Prerequisites
The SAP Modification J ustification Check is available for SAP Enterprise Support customers. The SAP Solution ManagerEnterprise Edition must be available. Scope and architecture of your business processes must be documented within the SAPSolution Manager Enterprise Edition according to the Minimum Documentationstandard.
Preparation
To prepare for service delivery the following information needs to be documented:
Key project information such as participating roles and affectedSAP components
Description of your core business process with special focus on your specific functional requirements and the affected businessprocess step
Description of identified functional gap within the SAP standard functional scope
Description of intended modification or custom development with regard to the functional as well as the technical approach
All documents must be provided in English.
Delivery
The SAP Modification J ustification Check is performed as a remote service for an ABAP-based SAP system. The duration of theservice delivery will depend on the complexity of the planned modification or custom development.
Outcome
The results of the SAP Modification J ustification Check will be documented in English by SAP solution experts in your SAPSolution Manager Enterprise Edition.
Based on the specified business needs SAP solution experts will verify whether SAP standard functionality or SAP standardenhancements could be used to achieve the functional requirement instead of the evaluated modification. If appropriate, further
suggestions for business process reengineering or alternative implementation strategies may be provided.
Special guidance regarding the design, development, implementation and maintenance of custom enhancements, modificationsor developments are not part of this service. Additional assistance for these activities as well as removal of existing modificationsmay be available on special request in addition to the support materials already provided within the SAP Enterprise SupportEn a ement.
Custom Code Maintainability Check
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SAP 2008 / Page 25
Custom Code Maintainability Check
The SAP Custom Code Maintainability Check analyzes the objects in your custom development project and documents theresults in a service report. It evaluates the quality of your coding regarding the ability to perform future SAP upgrades and SAP
Enhancement Package or SAP support package imports.
With the SAP Custom Code Maintainabil ity Check you can expect:
Transparent documentation of all objects in a custom developmentproject.Categorization of these objects into modified SAP objects, enhancements, customer objects and referenced SAP objects.
Determination of key figures, indicating the upgradeability and maintainability of your system.
Benchmarking of these figures against average values of custom development projects.
When to Use
The SAP Custom Code Maintainability Check is a quality check for a custom development project with focus on futuremaintainability and upgradeability of your SAP Software Solution. It should be executed in the quality assurance system at theend of the development phase, when all transport requests have been released and imported into the quality assurance system.
Prerequisites
The service is available for customers with SAP Enterprise Support Agreement as part of the Advanced Support forEnhancement Packages. As technical requirement the SAP Solution Manager Enterprise Edition must be installed and available.Refer to the central SAP Note 1074808, which contains the detailed technical prerequisites for the system to be analyzed, aswell as for the SAP Solution Manager, which is used for the service delivery.
Accelerated Innovation Enablement
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SAP 2008 / Page 26
Accelerated Innovation Enablement
SAP provides Customer with up to five days remote support services per calendar year from SAP softwarearchitects to assist Customer in evaluating the innovation capabilities of the latest SAP enhancement packageand how it may be deployed for Customers business process requirements
Prerequisites
You are planning the deployment of the latest SAP Enhancement Pack.
You have certified your Customer Center of Expertise (Customer COE) through SAPs Customer COEprogram and passed the Customer COE primary certification.
A request is submitted via SAP Service Marketplace (or via SAP Solution Manager Enterprise Edition)
message using component XX-AIE.
Preparation
To prepare for service delivery the following information needs to be documented:
Documentation of your core business process and system landscape within SAP Solution Manager Enterprise Edition
and information about your special focus on your specific functional requirements.
All information and documentation to be provided in English.
Outcome
The information received in the accelerated innovation enablement service session will be documented inEnglish by the SAP Solution Architect. The result should be used for further evaluation and implementation ofSAP Enhancement Packages.
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SAP 2008 / Page 27
Setup Service
SAP reserves the right to change the content and the portfolio of the above described remote services as reasonably required and consistent with SAPs practices. SAP in its sole discretion will provide further information on the service content or latest updates on the SAP Service Marketplace at http://service.sap.com/.
Description
Setup Service The Setup Service is the initial assessment for the SAP Enterprise Support engagement. It is one of the first steps along with thepreparation for further delivery, introduction of SAP Solution Manager Enterprise Edition and SAPs message handling process.
The service offers the following services:
Introduction to
- Continuous Improvement
- Problem Resolution
- Standards and methodologies (including but not limited to Run SAP and SAP Standards for Solution Operations)
Review of the collaboration between your companys IT environment and SAP in the following areas
- Remote Access
- Security
- SAP Service Marketplace- Customer COE
Preparation of the Service Level Agreement
Introduction of Support Advisory Center
Planning for further Continuous Quality Checks delivery
Activation of SAP Solution Manager Enterprise Edition
C CO C f
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SAP 2008 / Page 28
Customer COE Certification
SAP reserves the right to change the content and the portfolio of the above described remote services as reasonably required and consistent with SAPs practices. SAP in its sole discretion will provide further information on the service content or latest updates on the SAP Service Marketplace at http://service.sap.com/.
Description
SAP Customer COEPrimary Certification
The Customer COE Primary Certification validates that an organization fulfills the minimum requirements needed to provide a solidinfrastructure for interaction with SAP. The primary certification requires that a Customer COE team demonstrates proficiency in fivecore areas: Support desk, Contract administration, Information management, Coordination of innovation requests, Service planning. Toreceive this certification, a remote audit is performed based on globally standardized certification criteria. The initial certification is validfor two years.
SAP Customer COEPrimary Re-Certification
The initial certification is valid for two years. After this period, the Customer COE organization must be re-certified on a regular basis.The recertification is also performed remotely and follows the same process as the primary certification. In order to trigger a re-certification audit, a member of the Customer COE team completes a current version of the checklist and sends it to SAP for review.Detailed information is available on SAP Service Marketplace at www.service.sap.com/coe.
C ti I t d I ti
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SAP 2008 / Page 29
Continuous Improvement and Innovation
SAP reserves the right to change the content and the portfolio of the above described remote services as reasonably required and consistent with SAPs practices. SAP in its sole discretion will provide further information on the service content or latest updates on the SAP Service Marketplace at http://service.sap.com/.
Description
SAP AcceleratedInnovation Enablement
SAP provides SAP Enterprise Support customers with up to five days remote support services per calendar year from SAP solutionarchitects to assist a customer in evaluating the innovation capabilities of the latest SAP enhancement package and how it may bedeployed for a customers business process requirements. Details such as the exact date and time of such service shall be mutuallyagreed.
Advanced Support for Enhancement Packages
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SAP 2008 / Page 30
d a ced Suppo t o a ce e t ac ages
and other SAP Software Updates
SAP reserves the right to change the content and the portfolio of the above described remote services as reasonably required and consistent with SAPs practices. SAP in its sole discretion will provide further information on the service content or latest updates on the SAP Service Marketplace at http://service.sap.com/.
Description
SAP ModificationJ ustification Check
The SAP Modification J ustification Check provides expert advice on how to avoid SAP source code modifications whenever possibleby using SAP standard functionality or by taking advantage of the SAP Enhancement Framework.
This service checks whether the required business functions can be implemented within the SAP standard functional scope, checkswhether the required business functions can be achieved by taking advantage of SAP standard enhancements rather than SAP sourcecode modifications and verifies whether alternative implementation options could accommodate your business.
SAP Custom CodeMaintainability Check
The SAP Custom Code Maintainability Check evaluates the quality of your custom development project with regards to upgradeabilityand maintainability. This service analyzes the objects in your custom development project and documents the results in a servicereport. It evaluates the quality of your coding regarding the ability to perform future SAP upgrades and SAP Enhancement Package orSAP Support Package imports.
SAP Continuous Quality Checks for SAP
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SAP 2008 / Page 31
y
Solution Manager, enterprise edition*
PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion.You can find a summary of all recently made changes to this document at http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.
Description
Solution ManagerPreparation
The Solution Manager preparation verifies the basic configuration of the SAP Solution Manager, enterprise edition, and then providesrecommendations for optimization. The goal is to enable the SAP Solution Manager, enterprise edition, for an onsite or remote servicedelivery or for the usage of further SAP Solution Manager, enterprise edition, scenarios.
With the Solution Manager preparation customer gets help to:
Verify the configuration of your SAP Solution Manager, enterprise edition, environment
Optimize the configuration of your SAP Solution Manager, enterprise edition, for service delivery
Enable the SAP Solution Manager, enterprise edition, as a delivery platform for remote and onsite SAP support services
*These CQCs might consist of one or more manual or automatic remote service sessions
SAP Continuous Quality Checks for
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y
Implementation*
PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion.You can find a summary of all recently made changes to this document at http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.
Description
Going-Live for SolutionsAnalysis and Verification
The SAP CQC for Implementation contains the following going-live sessions: going-live for solution analysis session and going-live forsolution verification session. These sessions are delivered by certified consultants through a remote connection. The delivery of theindividual sessions takes place at key phases in the implementation project. Results of the sessions are recommendations in formof areport.
Support GoingLive The Support GoingLive provides the following benefits:
System monitoring for immediate reaction in case of unforeseen incidents during go-live phase to ensure a smooth start ofproduction
Close contact between SAP Active Global Support and the customer project team
Detailed service report about the activities conducted during the Support GoingLive-Service Delivery including a consolidated actionplan
Integration Validation The integration validation performs an analysis of performance, technical correctness (stability) and transactional correctness (dataconsistency) for the critical path of a given core business process and one interface. The service is most applicable if businessprocesses are implemented which are critical for the continued success of the company.
On SAP decision SAP CQC Planning can be additionally included into SAP CQC for Implementation.
*These CQCs might consist of one or more manual or automatic remote service sessions
SAP Continuous Quality Checks for Operations*
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SAP Continuous Quality Checks for Operations*
PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion. Youcan find a summary of all recently made changes to this documentat http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.
DescriptionBusiness ProcessPerformance Optimization
The business process performance optimization (BPPO) accelerates your core business processes in order to meet internal businessrequirements and external deadlines, reduces hardware resource and manpower consumption and, therefore, increases end usersatisfaction. Depending on the determined focus, the BPPO may analyze and optimize expensive statements, optimize businessprocesses in the logistics area, optimize tasks being scheduled during your period end closing processes.
Technical PerformanceOptimization
The technical performance optimization focuses on issues which can have a significant impact on your system performance andstability. This can be general technical issues or, if the focus can be clearly defined prior to delivery, database performance issues. The
technical performance optimization focused on database performance may cover an analysis of database parameter configuration,database management. Based on the assessment, recommendations for configuring your database are provided.
Data Volume Management The data volume management portfolio helps you to establish a data volume management strategy that defines how to manage andreduce future data growth. It gives recommendations to reduce existing database size by utilizing a holistic approach that considers andintegrates the following options: data avoidance, data summarization, data deletion and data archiving
EarlyWatch Check The EarlyWatch Check helps to proactively analyze your operating system, database, and entire SAP system to check performance andreliability and show potential room for improvement. The EarlyWatchservice could be scheduled regularly to identify trends and
changes in the system performance over time at an early stage. This allows you to proactively react to workload increasing over time byadjusting hardware or configuration.
*These CQCs might consist of one or more manual or automatic remote service sessions
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SAP Continuous Quality Checks for Upgrade*
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SAP 2008 / Page 35
SAP Continuous Quality Checks for Upgrade
PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion.You can find a summary of all recently made changes to this document at http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.
Description
UpgradeAssessment
This service provides you with a technical overview of the productive system including helpful information on change management, upgraderelevant data volume, system load and performance and possible risks within maintenance strategy. As an outcome, you getrecommendations on indicators from analyzed focus areas highlighting potential risks, which can be covered or further investigated byadditional remote services.
Going-LiveFunctional UpgradeCheck
To facilitate SAP release upgrades, SAP offers the going-live functional upgrade check that helps to prepare your system for efficientoperation after a upgrade took place. The going-live check usually consists of two service sessions: an analysis session and a verificationsession for upgrade projects of many SAP products.
Support GoingLive The Support GoingLive provides the following benefits:
System monitoring for immediate reaction in case of unforeseen incidents during go-live phase to ensure a smooth start of production
Close contact between SAP Active Global Support and the customer project team
Detailed service report about the activities conducted during the Support GoingLive-Service Delivery including a consolidated action plan
DowntimeAssessment
If downtime during your upgrade project is an issue for you, this service identifies and prioritizes the causes of the downtime and givesrecommendations for improvement. The result is reduced downtime of your productive environment, ensuring that the availability of the corebusiness process will meet the project requirements.
On SAP decision SAP CQC Planning can be additionally included into SAP CQC for Upgrade.
*These CQCs might consist of one or more manual or automatic remote service sessions
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