Although building business solutions upon open architectures lets you
combine the multiple services, applications, and platforms that make the
most sense for your business, doing so also comes at a price. Once you
start combining various best-of-breed solutions to optimize functionality,
you assume more complicated implementation and support issues. Clearly
it is more difficult to optimize the manageability, reliability, availability,
and performance of end-to-end business processes that draw upon multiple
solutions and even multiple vendors - particularly processes that are
used on a worldwide base, 24x7, and process a very high throughput.
This challenge is the impetus behind SAP's
new Collaborative Safeguarding program. Collaborative Safeguarding is
a proactive risk-management program that monitors the technical implementation
process of mySAP.com components, such as SAP Customer Relationship Management
(CRM) and SAP Supply Chain Management (SCM), and helps customers achieve
a smooth, clean, and effective startup of operations.
The program consists of various, mainly
onsite, services to:
- Add checkpoints at critical junctures of the implementation and operation
project with the help of appropriate services. These include checks
for feasibility and technical integration, checks before and after go-live,
and alerts to problems in the early stages of operation.
- Help customers make the most of SAP's experience in thousands of
- Make SAP's service portfolio available during any step in an implementation.
These services (for example, SAP Note Assistant) will be available through
the SAP Solution Manager.
- Derive appropriate preventive measures for implementation teams.
- Transfer the knowledge needed to implement and operate the solution.
- Minimize the risk of failures and system downtime, and therefore
reduce the cost of ownership (in other words, save money by using SAP's
Within the SAP Collaborative Safeguarding
program, we have identified the weak spots in solution management - the
spots where problems most often arise - and specify the services and checks
at these critical points from the Discovery & Evaluation Phase on
through Operations and Continuous Improvement (see Figure 1).
||Four Service Packages for SAP Collaborative Safeguarding
The SAP Collaborative Safeguarding program
combines existing remote services (or parts of those services), such as
the SAP GoingLive service that many of you are already familiar with,
plus additional onsite services, such as the SAP Technical Feasibility
check of the customer core business processes. The activities within the
SAP Collaborative Safeguarding program address the four key areas listed
in Table 1:
- SAP Feasibility Check
- SAP Technical Integration Check
- SAP GoingLive Check
- SAP EarlyWatch/EarlyWatch Alert
All services are delivered using the SAP
Solution Manager, a new, multifunctional portal from SAP for implementing
and operating the mySAP.com infrastructure.1 The
SAP Solution Manager provides the foundation for customers to achieve
a new level of collaboration with SAP during project start, technical
implementation, and ongoing optimization of the operation of a mySAP.com
solution. It also generates customer-specific services individually tailored
for a mySAP.com solution, including all elements of system configuration.
This ensures from the start that there is close collaboration between
our global support organization and the customer's implementation team,
that the most up-to-date service portfolios are used, and that any data
employed in this process now can be readily available for reuse in the
Certified specialists from SAP or partner
organizations will deliver all service checks included in the program.
Because we want to ensure the maximum success when customers use these
services, each step is performed closely with the implementation team,
that is, the customer's business units and IT department. For each service
session performed with the program, customers will receive a detailed
service report with a list of the recommended next steps.
|1. SAP Feasibility Check
|The SAP Feasibility Check verifies the technical feasibility
of the core business processes defined in the mySAP.com business blueprint.
These services focus on productive operations, and include the following:
- Identifying the most critical core business processes
- Enabling the customer to receive support through the SAP Solution
- Checking the functional risks of the solution (including gaps,
- Checking the technical feasibility (sizing, volume, performance)
- Preparing a joint risk management plan for the project
The onsite team responsible for service delivery also reviews proposed
modifications, focusing on whether modifications are really needed
and, if so, how well they can be integrated with standard mySAP.com
components. Feasibility services also ensure that SAP has all the
relevant data (including information on the core business processes),
that this data is well defined within the SAP Solution Manager, and
that any future service deliveries are based on this data.
The Feasibility Check is initiated at the beginning of the implementation
phase and reuses data collected during the Discovery & Evaluation
phase, if possible.
|2. SAP Technical Integration Check
The SAP Technical Integration Check is designed to prepare the
customer for the next implementation steps with regard to integration.
This service package:
- Checks the design of the key interfaces from both a functional
and technical point of view
- Checks the design of integration technology concerning mapping
and data transfer
- Checks the system and application operation concepts
The Technical Integration Check is the first step toward optimal
performance and reliable operation of interfaces both to and from
your SAP solutions. These checks focus on technical aspects and
help identify potential errors to ensure consistent data, secure
interfaces, and reliable recovery processes.
|3. SAP GoingLive Check
The SAP GoingLive Check consists of three separate service sessions
(described below). Each session is a closed unit and results in
an extensive report with a detailed action list and recommendations.
The three sessions focus on:
- Checks of systems and component configurations, including sizing
- Checks of the performance of key business processes
- Meeting the customer's specific support needs for integration,
volume testing, startup of operations, and/or initial data load
The first session, the Analysis Session, requires detailed
data about hardware, number of users, and data volume. Data is also
drawn on the future workload distribution, your system landscape,
and the backup and recovery process.
The Optimization Session focuses on key transactions, response
time, and resource consumption. This data forms the basis of a prognosis
of how your system will behave during production operation.
The Verification Session is performed after the system
goes live. It will check the system behavior based on representative
data from daily operations, in conjunction with feedback resulting
from user experience with the production system.
|4. SAP EarlyWatch and SAP EarlyWatch
Based on the SAP Solution Manager, SAP EarlyWatch Alert continuously
gathers key data from each system during the entire system lifecycle,
and analyzes it based on a wealth of SAP data on the most vital
aspects of customer systems.
Customers can view the results provided by SAP in an online report.
If there are urgent problems with a production system, SAP EarlyWatch
Alert data is sent immediately to SAP, where, if necessary, a full-scale
SAP EarlyWatch service is performed. As part of the SAP EarlyWatch
service, a team of SAP service engineers connects to an SAP system
and independently and objectively analyzes all its vital components,
without affecting its running production operations. The resulting
report includes an action list of detailed suggestions for improvement.
The action list enables the customer to ensure maximum system availability
and optimize the performance of the entire SAP solution.
||The Four Key Service Areas of SAP Collaborative Safeguarding
Getting It Right from the Start: A Proactive Approach to Protect Business
Drawing on SAP's years of experience with thousands of installations,
we have developed this range of technical optimization services to help
solve potential problems in mySAP.com solutions. All of these services
are based on SAP Best Practices2 and are delivered
by onsite teams of experienced SAP consultants, by certified partners,
or by customer employees with back-office support from our experts at
SAP Support Centers.
By bringing this combination of services
and support at the most critical points in the installation process, we
help you focus on:
- Your most important business processes - to make complex systems
- Your entire solution landscape, including SAP and non-SAP systems
- to ensure data integration and consistency
- Process-oriented operations management - to combine functional
and technical implementation
- Preventing problems - to reduce the total cost of ownership,
promote secure data management, and guard against downtime
How to Begin Safeguarding Your Own Solutions
The SAP Collaborative Safeguarding program is currently available for
all mySAP.com components, and is designed for use before, during, and
after installation. All service sessions delivered by SAP during the Collaborative
Safeguarding program will require the SAP Solution Manager. Once a customer
has the required certification, the SAP Solution Manager is the central
enabling point to make full use of the SAP Global Support services portfolio.
For more information, visit the SAP Service
Marketplace at www.service.sap.com.
more information, see "Equip Your mySAP.com Landscape with a
Central Platform for Monitoring and Support with the New SAP Solution
Manager" by Anja Wolf and Eithne Devine
in this issue of SAP
details on SAP Best Practices for Solution
Management, see "Empower
Your IT Team with SAP's Best Practices for Solution Management" by
Ute Rueckert-Daschakowsky in this issue of SAP
Rüdiger Fries is Director of SAP Services Global Product Management
and is responsible for SAP's services portfolio of offerings. Rüdiger
has been with SAP for 10 years, and has held
a number of management positions in SAP's education
and consulting organizations in Europe and