AGS Services For SAP MaxAttention

Services for SAP MaxAttention
SAP Active Global Support

2011
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IDEN
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SAP Support & Maintenance Services Index
SAP Safeguarding
Standard Services Solution Manager Services
SAP Technical Quality Manager SAP Solution Manager Preparation
SAP Technical Feasibility Check SAP Solution Manager Scoping
SAP Technical Integration Check
SAP GoingLive On-site Assessment Services
Run SAP Assessment & Scoping Session
SAP Solution Manager Starter Pack
SAP Upgrade Assessment
SAP Expertise on Demand
SAP Downtime Assessment
SAP ESS MSS Modification Assessment
Optimization Services
SAP Business Process Management SAP Maintenance Assessment
SAP Business Proc Perform Optimization SAP Operations Readiness Assessment

SAP Continuity Management SAP Solution Management Assessment
SAP Data Volume Management
Empowering Services
SAP Volume Test Optimization SAP System Administration
SAP Interface Management
SAP Empowering Service
SAP Security Optimization
SAP E2E 040 Run SAP Workshop
SAP Software Change Management SAP E2E 100 Root Cause Analysis
SAP Technical Performance Optimization SAP E2E 200 Change Control Management
SAP Remote Performance Optimization
SAP E2E 300 Bus. Process Integr & Autom
SAP Test Management Optimization
SAP E2E 400 Technical Upgrade Management
SAP Upgrade Weekend Support
© 2011 SAP AG. All rights reserved. Confidential 2
Technical Quality Manager
Someone To Drive Your Issues Within SAP
Your central contact person for the engagement
Fully understands the customer solution, business

processes and top issues
 is able to address areas of concern
Top issue identification, resolution and reporting

 Technical Quality Management
Report
1 Completed
2 In Progress Provides, agrees on, follows-up action and
3 To be Done service plan
4 To be Done
Ensures access to the relevant experts to address

issues and ensures resolution
 “the right expert at the right time”
Proactively monitors your key operations processes
and provides optimization recommendations
Supports implementations of end-to-end solution
operations
Standard Safeguarding Services
SAP Technical Feasibility Check
Goals Onsite
Identification
and review of technical risks which may impact  3-5 day onsite visit
the project based on a review of:  Required participants: Project Manager, Individuals
 Core business processes and solution landscape responsible for the core business processes and IT
 Customer project critical success factors management
 Planned Infrastructure, sizing and volume
 Planned Interfaces
Results
Develop Risk Management Plan Management Presentation & Service Report
Develop Service Plan
 Analysis
 Mapping of Core business processes
 Critical integration points reviewed
Timing of Service
 Preliminary evaluation of sizing feasibility
Near or at the completion of the Blueprint phase of the project
 Core competencies evaluated for sustainability and
maintainability
 Service Plan – proactively match appropriate SAP Services to the
specific needs of the customer
 Risk Management Plan – define engagement plan and
deliverables of SAP participation in the joint risk management for
the to-be solution
 Provide detailed recommendation for all identified risks
Project Go
Blueprint Realization Final Prep Operations
Prep Live
SAP Technical Integration Check (TIC)
Goals Scope
Review of current issues/risks effecting the project  Solution Landscape analysis
 Core Business Processes analysis
Validate design of key interfaces from business process and  Standard & Nonstandard interfaces
technical point of view
 Business Process Management check
Check design of integration technology concerning mapping  System Administration & Operations
and data transfer
Verify concept of business process and system management Results - Management Presentation & Service Report
 Authentication of core business processes and
Timing of Service solution landscape
Near or at the completion of Realization Phase  Identification of critical interfaces
 Critical design issues
 Data mapping and data transfer
Onsite Delivery  Identification of critical issues
3-5 day onsite visit  Optimization and empowering plan for following areas:
Requiredparticipants: project manager, process responsible,  Business processes and solution landscape
IT management, support manager  Application and system Integration
 Business process and system management
“The Technical Integration Check service confirmed that  Define engagement model and tasks for joint issue
our project followed SAP recommended implementation resolution
practices and that our scope was standards-based.”  Provide detailed recommendation for all identified
Jon DeFriese, Project Mgr., National Gypsum
issues
Project Go
Prep Live
Expertise on Demand
Goals Results
Provide sSAP experts that have the ability to resolve your There is no other service provider that can provide the
needs for technically complex issues that are typically depth and breadth of SAP technical expertise which SAP
beyond the experience of your own staff brings to the table.
 You will receive not only the most qualified expert, but
Scope also the best resolution
Fills your needs for short to medium term  Achieve the highest system performance levels
engagements, some examples of these issues may be:  Enables you to optimize your operations
Minor modifications of SAP software  Empowering of your SAP team with the latest
knowledge and best practices
Minor configuration changes of your SAP software system
Remote performance optimization
Knowledge transfer on SAP software
Duration Delivery
Days are determined by the contract
Project Go
Prep Live
SAP GoingLive On-Site Service (GOS)
Goals Duration of Delivery
Ensurea smooth go-live that includes technical stability To be determined based on scope and needs of customer
and good performance when you start live operations.
Minimize potential risks of critical go-lives.
Results
React quickly to problems due to fast access to SAP
expert knowledge. Written Deliverables include:
 Current status of your solution landscape.
Support the first run of critical processes after go-live,
such as a period-end closing  Critical issues that impact the normal work flow of your
core business processes.
Document core business processes of the to-be
solution if not previously set up
 Actions recommended by SAP to be taken to address
the Issues that may impact the normal flow of your
Set
up key monitoring functions of the SAP Solution core business processes.
Manager if not previously set up
Scope “The On-Site Go Live service gave us immediate

access to SAP support resources, the internal SAP
SAP service engineers bring their expert knowledge on-
site and help minimize the risks of the go-live. Focuses support knowledgebase, and clear rapid response to
on troubleshooting and critical situations during your go- our support issues throughout cutover weekend.”
live.
Jon DeFriese, Project Mgr., National Gypsum
Project Go
Prep Live
SAP Solution Manager Starter Pack
Goals Delivery Duration
 10 days total (includes preparation, installation pre-
On-site setup and training for Solution Manager check, on-site visit, and follow-up)
Provides skilled SAP resources on site to work with key
members of your staff to perform the configuration of the
system Results
Starter pack gets the Solution Manager up and running as
Prerequisites quickly as possible, saving you time and money. This
includes:
SAP Solution Manager is installed  Basic configuration
SAP Solution Manager system is prepared according to  Setup of the diagnostics and monitoring
the technical requirements of the Solution Manager
Configuration Guide  Testing of the system
Front-ends must be equipped with a Internet Explorer and  Setup of Early Watch Alert (including Java based
the latest applicable SAP GUI release software components)
A remote connection with SAP exists

 Tailored workshop training so your employees are ready
to use the SAP Solution Manager including its diagnostic
Internet access is available functionality
 Knowledge transfer for administrators on how to run and
maintain SAP Solution Manager
Project Go
Prep Live
Safeguarding Optimization
Services
SAP Business Process Management (BPM)
Create
and Implement a comprehensive business process To be determined based on scope and needs of customer
management and monitoring strategy
Results
Ensure a smooth and reliable flow of core business
processes that will lower TCO Detailed report with SAP recommendations
 Analysis and documentation of your organizations core
business processes
Scope
 Defining the support organization to match your
Determine gaps in efficient business process management organizations core business processes
and monitoring strategy
 Establishing one central, proactive and process-oriented
Nodedicated team for application support within IT strategy including:
department (or lack of communication between the two)
Monitoring Objects
Monitoring tasks and objects, error handling procedures, and  Contact Persons
escalation paths are not clearly defined
 Error Handling
Business process documentation is not up-to-date or not  Escalation Paths
available to all parties involved
 Detecting critical situations early and trigger proactive
Processing is very complex error handling and problem solving
Project Go
Prep Live
SAP Business Process Performance Optimization (BPPO)
Goals Scope
 Analyzes core business processes for performance  Break down core business process into specific steps for
bottlenecks and gives technical and application analysis
recommendations on how to optimize them to:  Analyze each step from a performance point of view to
 Eliminate costly performance bottlenecks identify bottlenecks and potentials for optimization
 Ensure Optimal use of your hardware resources
Available versions:
 Increased user productivity
 General Logistic Processes
 Provide Intense Knowledge transfer to your staff  Period-End Closing Processes
giving them ability to monitor system performance and  xMSA Processes - Mobile Sales
keep your system optimized in the future.  Customer Coding (SQL/CPO)
 BW: Query Tuning, Extraction and Loading, Planning and
Duration of Delivery Simulation
To be determined based on scope and needs of customer Results

“The SAP Business Process Performance Optimization  A technical process description
provided a high level of service and value that made this  Results of analyses performed
engagement well worth our time and money. The team’s
diligence in identifying root causes to the lingering  Action plan containing the detailed recommendations that
performance issues and the recommendations provided need to be implemented
in the service report well exceeded our expectations.”  Explanations on how to implement the recommendations
David Wascom, CIO, Summit Electric Supply
Project Go
Prep Live
SAP Test Management Optimization
 Reduce your testing efforts, the number of people, and To be determined based on scope and needs of customer
the amount of time required, by up to 30%
Improve the reliability and significance of your test

results
Results
 Workshop executed based on the results of the
 Minimize the risk for your business when you apply
assessment conducted onsite
changes to your solution
 Final report is prepared and presented to your
 Save time and money
organization by SAP, topics discussed:
Results of the assessment
Scope
 Achievements of the workshop
The assessment covers the following:  Detailed recommendations on how to optimize your
test management
 Current test strategy
 Action plan explaining how to best implement the
 Roles and responsibilities in the area of testing
recommendations
 Usage of test tools and methods
 Test and quality standards
 Cooperation between software change management
and test management
 Automation of testing
Project Go
Prep Live
SAP Security Optimization

 Decrease the risk of a system intrusion
To be determined based on scope and needs of customer
 Ensure confidentiality of your business data
 Ensure the authenticity of your users Results
 Substantially reduce the risk of costly downtime due Recommendations will be provided based on:
to wrong user interaction
 Various checks are conducted within each of the
following solution components:
Scope  SAP Basis WebAS
 Consists of hundreds of checks based on the SAP  SAP ITS
Security Guidelines and the knowledge of SAP
security experts  SAP Business Conducter
 Comprises a system analysis and the resulting  SAP router
recommendations for system settings  SAP J2EE Engine
 Internal and external securities are assessed  SAP Enterprise Portal 6.0
Project Go
Prep Live
SAP Data Volume Management
 Minimizing growth and size of your database is a
major step forward to reducing costs and getting more To be determined based on scope and needs of customer
out of your investment
 Reduce time needed for managing disk space Results
 More efficient use of resources (hard drives, memory,
 Training and workshops take place after on-site
CPU), eliminating the need to buy additional hardware  Service report is developed by SAP, which contains all
analysis reports and recommendations for optimization
or implementation of your data management or
Scope archiving strategy
 Conference call is set-up to verify that SAP
This offering is a portfolio of data services, including:
recommendations have solved issues
 Data Volume Strategy
 Data Management Strategy
 Data Archiving Strategy
 Data Volume Reporting
Project Go
Prep Live
SAP Data Management
Goals Scope
This service will provide the following benefits: Available sessions for SAP Data Management Service
 Growth rate of database and individual tables is  Reporting
reduced
 Strategy
 Database size is reduced
 Scoping
 Time needed for maintenance and upgrades is
reduced  Monitoring
 Archive storage space is reduced  Empowering
 Your staff is enabled to use the SAP analysis
 Helps reduce data growth by implementing the
Results
following strategies when information becomes  Remote analysis that generates a report of your
outdated and irrelevant: existing databases used for the on-site visit
 Data Avoidance  Using Data avoidance, summarization, and deletion
methods, SAP will produce a final report that includes
 Data Summarization recommendations
 Data Deletion  A conference call will be setup to verify that SAP
recommendations have contributed to the benefits
promised from this service
Delivery Duration
To be determined based on scope and needs of
customer
Project Go
Prep Live
SAP Interface Management
 Analyzes and optimizes the design, configuration and To be determined based on scope and needs of customer
operation of interfaces that are essential for your core
business processes.
Scope Results
Management Presentation / Report
Focuses on technical aspects of Interfaces
 Technical description of each analyzed interface
 Performance  Potential interface errors
 Configuration  Recommendations to improve your SAP solution.
 Monitoring  Knowledge transfer to staff
 Error handling of the interface

 Consistency of data between systems
Project Go
Prep Live
SAP Volume Test Optimization
Goals Duration Delivery

 Ensure volume testing gives reliable results To be determined based on scope and needs of customer
 Determine whether your hardware resources are
sufficient and system configuration is optimal for go
live.
Results
Written Deliverables that include:
Scope  Summary of the volume test
Review & Monitoring of the test plan:

 Description of your hardware setup
 Set up of hardware and software components  Description of business processes
involved  Test scenarios in detail
 Core business processes selected  Collected monitoring data
 Critical interfaces selected  Evaluation and rating of the data collected
 Success criteria for all business process steps  Detailed recommendations on how to optimize your
 Preparation of realistic test data hardware resources for the go live of your SAP
solution
 Timing of the volume test
 An action plan explaining how to implement the
 Identification of process steps which require the recommendations
usage of load simulation tools.
 A service plan listing services which serve to
 Monitoring of the Volume Test optimize your SAP solution
Project Go
Prep Live
SAP Remote Performance Optimization
Goals Results
Optimizing Your System Performance and Increase the  Eliminating costly performance bottlenecks optimizes
Throughput of Your Core Business Processes response times and throughput of your SAP solution.
This has further benefits of:
Scope  Increased productivity along with higher

acceptance by end-users
Tacklesbottlenecks having large impact on system
performance, with specialized focus on:
 Optimized use of hardware resources to make
the most of your investment
• SQL Statement Optimization  Reduce the risk of costly system downtime
• Custom Program Optimization  Profit from further improvements gained by
• Application Optimization implementing the recommendations given in the final
• Analysis of R/3 basis report
 Detailed written deliverables that include final report
Duration Delivery with SAP recommendations
 Normal duration of one day and is delivered by
experienced service engineers over a remote
connection.
 Productive operations will not be affected during the
service delivery.
Project Go
Prep Live
SAP Software Change Management
Manage your software change processes effectively To be determined based on scope and needs of customer
Scope Results
 Provide you with SAP best practices, latest tools, and
Analyze and optimize your change management processes recommendations to optimize your processes
from the technical and organizational aspects
 Detailed report with specific recommendations to help
Applicable
both in implementation projects as well as in the optimize your organizations biggest pain points
maintenance and continuous improvement phase of a solution
 Determine the right balance between system stability

requirements and flexibility for the business requirements
“Effective Change Control Management is key to
Available characteristics of the service: ensuring business process availability. With the
• Assessments & Benchmarking new standardized processes and tools available
• Change Request Pilot Setup (ChaRM) through SAP Solution Manager, we can ensure
• One Transport Order Pilot Setup(OTO) fast realization of requirements across Java and
ABAP components.”
Vijay Narayan, Head of Global Application Management
Siemens IT Solutions and Services Thailand
Project Go
Prep Live
SAP Solution Manager Preparation
Goals Results
Verifies the basic configuration of the SAP Solution With the SAP Solution Manager Preparation Service you
Manager and then either adjusts the settings or can expect to:
recommends administrative actions, as required.
 Verify the configuration of your SAP Solution Manager
environment
Scope
SAPsupport consultant analyzes your SAP Solution  Optimize the configuration of your SAP Solution
Manager environment. The analysis covers: Manager for service delivery
 Verification of basic configuration  Enable the SAP Solution Manager as a delivery

platform for remote and on-site SAP Support Service.
 Activation
 Enables SAP Solution Manager for an on-site or
remote service delivery
 Test
Duration Delivery
Delivered remotely by one consultant.
A maximum number of three satellite systems per service
session can be covered.
Project Go
Prep Live
SAP Solution Manager Scoping
Customer specific situations have to be evaluated to  One day workshop two SAP Solution Manager experts
optimize the value of the SAP Solution Manager usage
 Discuss the project with your responsible project
Synergy effects and authorization restrictions. members and experts
Integration,coexistence or replacement of already existing

tools has to be analyzed. Results
Written deliverables & report that includes:
Scope  Summary of the volume test
SAP Solution Manager Scoping service achieves this by  SAP expert recommendations
means of the following core topics:  Evaluation of the necessity to implement one or more
Mapping of organizational structures to one or more SAP SAP Solution Manager(s).
Solution Managers  Mapping of your functional needs with SAP proposed
Identification
of synergy effects and authorization restrictions Solution Manager usage and definition of possible
depending on the customer situation adjustments.
Integration and substitution of third party tools

 Identification of knowledge transfer requirements.
Definition of solutions
 Optimum definition of solutions
Coarse sizing
Project plan proposal
Project Go
Prep Live
©2011 SAP AG. All rights reserved. Confidential 22
SAP Continuity Management
Goals  System Landscape Copy for SAP System Landscapes

Supports you when dealing with increasing availability • Possible optimizations to reduce time and TCO
demands, provides information on available • Copy technologies and copy strategies
technologies, offers reviews of your current strategies
and solutions and evaluates potential opportunities
Duration Delivery
Scope  Typically 2 to 5 days depending on the scope of topics
Topics covered by SAP Continuity Management include:  Workshops, including quick reviews and exemplary
landscape analysis
 Backup and Restore SAP System Landscapes
•
•
Advanced backup technologies
Backup and restore procedures for different SAP solutions
Results
• Data consistency considerations in system landscapes
Workshop documentation and a service report,
Disaster
Recovery and High Availability for SAP System summarizing:
Landscapes
 Topics analyzed and lists the findings
• Assessment of current database and storage technologies
• Feasibility of meeting applicable SLAs  Provides recommendations discussed for optimizing
• Solutions for specific SAP components the technical availability of your system landscape
Business Continuity Planning for SAP System Landscapes
• Phases and contents of a business continuity project for SAP
environments
• Requirement analysis
• Solutions or strategies for different contingencies
Project Go
Prep Live
SAP Technical Performance Optimization

Optimizingthe System Performance to increase the To be determined based on scope and needs of customer
Throughput of your Solution Landscape
Results
Scope  By improving the technical configuration, system
Focuses on eliminating overall system performance management and monitoring the SAP Technical
problems such as bottlenecks on CPU, memory, database Performance Optimization Service will enable you to run
or storage subsystem your solution smoothly with an optimal throughput.
Availableversions of SAP Technical Performance  Report will be presented to your organization with the
Optimization exist for following:
Database Performance (also available as Self Service)  Analysis results from the on-site visit, that include
the capability of the database, operating system,
Storage Subsystem and the storage system you will deploy
Technical Capacity Management  Recommendations for configuring your database

and storage subsystem
Project Go
Prep Live
Empowering Services
SAP System Administration

Improvetechnical operation of solutions in terms of
performance, stability, and cost-effectiveness To be determined based on scope and needs of customer
Coordinating the roles and responsibilities of each entity

of the business that uses the solution Results
Status Report
Scope  Records the current situation, contains ratings and

evaluations of the system
 Within an SAP solution, the IT department, multiple other
departments, and the implementation project team are Immediate Action Plan
involved in the administration
 Contains high priority recommendations and the
 This service helps to prevent gaps in responsibilities corresponding actions
during the hand-off to other departments
System Maintenance Action Plan
 Example: Problems occur that nobody feels
responsible and therefore nobody attempts to find a  Basic operations handbook to administer your system
solution landscapes
Final Presentation
 Summary of the most important results to be discussed
in the wrap-up session
Project Go
Prep Live
E2E040 Run SAP Workshop
Goals Content
Understand the RunSAP Methodology and SAP  Run SAP Overview
Operational Standards (End- to-end Standards)  Goals of RunSAP
Identification of relevant topics for the customer situation  SAP Organizational Model
Recognize areas of improvement for customer support  RunSAP Methodology
organizations  RunSAP Roadmap
Identificationof customer limitations and challenges: Up-  SAP Operational Standards (E2E Standards)
skilling and partner involvement  SAP Standards in Detail
Enabling: What is and how to define a RunSAP project  Details – Root Cause Analysis (RCA)
plan  Details – Change Control Management (CCM)
 Details – Business Process Operations (BPO)
Prerequisites  Details – Technical Operations (TO)
Basic  Planning
knowledge of SAP systems
 RunSAP Adoption and Planning
Familiarity with SAP Implementation Roadmaps
Fundamentals of SAP Systems and SAP application
management Duration
SAP Applicationuser interface experience (e.g. SAP GUI,
 3 days
SAP Enterprise Portal)
Project Go
Prep Live
E2E100 Root Cause Analysis
Goals Prerequisites
Perform E2E diagnostics to isolate the component causing  SAP Solution Manager 7.0
the problem in a heterogeneous IT landscape
 Basic knowledge of the SAP Solution Manager for E2E
Content
Solution
Introduction to End to End Root Cause Analysis
 SAP solution support portfolio and engagement models
Incident Management Process and Pre-clarification
End to End Change Diagnostics
End to End Workload Analysis “After attending the E2E 100 Root Cause Analysis
End to End Trace workshop, I realized the value of having hands-on
End to End Exception Analysis training for my team. In addition to the valuable
Application Analysis and Data Inconsistency Analysis information obtained in class, we spent time on
ProvidingStabilization of Solution Landscapes with SAP real-life exercises where we were able to put in
Early Watch Alert
practice knowledge gained from the workshop
Delivery with new and practical skills that benefit day to
5
day troubleshooting and support of a complex
days
Instructor
SAP landscape.”
led classroom
Steven Jones, Netweaver/Basis Technical Lead, Weyerhaeuser
Exam on last day of class to certify each employee
Project Go
Prep Live
E2E200 Change Control Management
Goals Delivery
Understand the value of E2E Change Control Management  5 days
Describe
the concept and methods of E2E Change Control  Instructor led classroom
Management
 Exam on last day of class to certify each employee
Leverage the SAP Solution Manager as an application
platform for E2E Change Control Management
Prerequisites
Content  SAP Solution Manager 7.0
 Basic knowledge of the SAP Solution Manager tool
Change Diagnostics
 Fundamentals of SAP Software Change Management
Transparency and documentation of current system
configuration and business processes
Change Deployment
Focus on automation of the change deployment process in “E2E 200 covers the processes and tools to
order to reduce manual effort as well as increase process
reliability manage all changes within the whole
Transport of non-ABAP objects application lifecycle, including one-transport-
Change Request Management
order, change diagnostics, change request
Approval process including demand consolidation,
prioritization, categorization, and scheduling of changes management, and maintenance management.”
Liher Urbizu, Head of Delivery,
Best Practices for Maintenance of SAP Software
Test Management
Project Go
Prep Live
E2E300 Business Process
Integration & Automation
Goals Delivery
Understand the concept of E2E Business Process Integration
& Automation Management
 5 days
Understand the different areas and respective SAP tools with  Instructor led classroom
regards to E2E Business Process Integration & Automation  Exam on last day of class to certify each employee
Management
Establish the provided procedures, functionalities and SAP
tools in your company order to overcome specific Integration &
Prerequisites
Automation challenges  SAP Solution Manager 7.0
 Basic knowledge of the SAP Solution Manager tool
Content  Ability to create and maintain Solution & System
MotivationStrategy for E2E Business Process Integration & Landscapes
Automation Management
Skills,
Processes, Functionalities, and Tools in E2E Business
Process Integration and Automation aligned with SAP IT “E2E 300 Business Process Integration &
Service and Application Management
Business Process and Interface Monitoring Automation helped us understand the best
Job Scheduling Management practices to support our business processes
Business Process Performance Optimization with standardized tools. It was a beneficial
Data Consistency Management class for our support team.”
Data Volume Management Liher Urbizu, Head of Delivery,
Project Go
Prep Live
E2E400 Technical Upgrade Management
Goals Delivery
Learn about SAP’s standards for successful upgrades  2 days
Understand the major technical risks and challenges within  Instructor led classroom
an upgrade project
Understand
 Exam on last day of class to certify each employee
the concept of Technical Risk Management and
describe the beneficial methods of the individual elements
Prerequisites
Content  SAP Solution Manager 7.0
Key focus areas of a successful upgrade: main challenges  Basic knowledge of the SAP Solution Manager tool
and success factors  SAP Web AS architecture and basic administration
- Program definition, project plan and scope skills
- Component compatibility  Ability to create and maintain Solution & System
- Technical upgrade execution and system Landscapes
downtime
- Change management, including test
management
- Business continuity
SAP Technical Quality Management
Collaboration practices with SAP
Project Go
Prep Live
Assessment &
Specialty Services
Run SAP Scoping & Assessment
SAP Services organization conducts a fit-gap analysis  Two days on-site with key stakeholders of the IT
of the current IT operations processes of your organization required for individual sessions
enterprise based on your specific operational,
technical, and architectural requirements for SAP
standards for solution operations.
Results
Run SAP Scoping & Assessment Report
Objectives  Rating for compliance to each end-to-end solution
operation standard
Learn about the Run SAP methodology and the road map
 Assess gaps and opportunities to optimize support
Decidewhich standards and processes you need to organization
implement
 Action plan for adopting mission-critical standards
Identify
the missing skills to operate your specific IT
environment and the optimal way to educate your
employees
Develop an end-to-end road map with an action plan and
high-level time schedule
Alignthis action plan, if necessary, to planned or in-
process implementation projects
Project Go
Prep Live
SAP Operational Readiness Assessment (SORA)
Goals Timing of Service
Assessand verify the transition plan of the solution from  Before handover to post-go live support ops
implementation into operations
OR
Provide recommendations and an appropriate action and  Technical Integration Service delivery
service plan to improve the transition to operations
Ensure the stable operations regarding:
 Service Management processes
Results
 (i.e. Problem and Incident Management) Management Presentation / Report
 Application Management  Analysis
 Technology and Operations Management  Transition plan
 Support Processes
Excluded  Roles and responsibilities
Business consulting topics  Skills and day to day tasks
Business Process Analysis
 Support infrastructure
 Test management
Service Report
Onsite 
 Recommendations to improve transition plan

To be determined based on scope and needs of customer
 Identifications of gaps in skills required and
Requiredparticipants: project manager, process responsible, processes
IT manager, support manager
 Best Practices for the transition plan
 Documentation in Solution Manager
Project Go
Prep Live
SAP Operational Competence Assessment (SOCA)
Ensure your support operations are running smoothly and To be determined based on scope and needs of customer
efficiently
Optimize service management processes Results
Prevent costly problems from occurring, but when they do Final report is presented to your organization
occur react quickly and competently  Summarize topics analyzed
Optimizeyour support operations environment  Identifies issues and provides the recommendations to
 Adapt easily and quickly to the changes and demands prevent issues
of your organization  Action plan discussed to implement SAP
recommendations
Scope
Strategic
Support Topics
 Roles and responsibilities, organization, strategies
ITService Management
 Service support and service delivery processes based
on ITIL
Application
Management
 Management of your proposed solution
System Management
Project Go
Prep Live
SAP Upgrade Assessment
Analyze your upgrade situation and empower your project To be determined based on scope and needs of customer
team
 Enables you to manage the project at the lowest costs

and risks
Results
 Knowledge transfer and discussion on how to apply
Scope latest available SAP upgrade tools to your specific
Overall upgrade strategy is determined upgrade project
Software compatibility issues are assessed  An action plan to mitigate risk and master critical pain
points
Technical upgrade procedure and downtime aspects are
confirmed  A service plan to define the further SAP involvement in
your upgrade project
Re-sizing of existing IT infrastructure
Administration and monitoring of test activities
Efficient
test execution and issue tracking through
automation
Strategy created to up-skill end-users
Project Go
Prep Live
SAP Downtime Assessment
SAP experts analyze the amount of time and the reasons To be determined based on scope and needs of customer
that your organization may have a downtime. From this,
they will determine:
Results
 Optimize downtime strategy
SAP presents their final report; an action plan is then
 Apply best practices determined by SAP and your organization to implement
SAP’s recommendations.
 Find areas that will reduce costs through downtime
management Results of a successful downtime assessment are:
 Shortest possible duration of planned downtime
Scope
 Most effective use of downtime to ensure a technically
Determine the chance that an actual downtime can robust target system
exceed a planned downtime, thus causing a loss of
business  Core business processes are up in running as soon as
Decide which best practices apply, for example: possible allowing you to get back to business
 Creation of indexes, conversions
 Parallel activation, language import
 Need for optimization of your organization
Decide on an upgrade strategy

 Downtime optimized or resource minimized
 A_on, A_off, A switch
 Customer based upgrade
Project Go
Prep Live
SAP Solution Management Assessment (SMA)
Goals Results
 Reduce total cost of operations and increase the Written deliverables that contains:
efficiency of your core business processes by identifying
all factors that influence those processes.
 Graphics and descriptions of your core business
processes and critical issues related to these
 Eliminate existing and potential issues before they processes.
seriously impact your core business processes.
 Graphics of your solution landscape, including SAP
and non SAP systems and the critical issues
identified for your landscape.
Scope
 Core business processes are identified and then  An action plan addressing the identified issues and
proactively assessed by mapping their technical and recommendations for their resolution.
functional aspects.
 The complete information regarding your solution
 Analysis of processes, from a system performance, data and the issues maintained in your SAP Solution
volume management, data security, and interface point of Manager. This information serves as basis for follow
view up activities by your project team and SAP Active
Global Support.
On Site Delivery
To be determined based on scope and needs of customer
Project Go
Prep Live
SAP Technical Feasibility Check for Upgrades
Safeguarding your upgrade project to prevent: To be determined based on scope and needs of customer
 Costly business disruptions
Results
 Extended downtime
After the on-site visit, SAP creates a report that contains the
 Loss of valuable data following information:
 Current status of your solution landscape
Scope  Critical issues that may impact your core business
 Map business processes and related technical upgrade processes during or after the upgrade
issues
 Actions recommended by SAP to be taken to address the
 Identify and recommend software compatibility issues upgrade related issues
 Sizing of IT Infrastructure and hardware  Conference call between your organization and SAP to
determine the action plan follows the report.
 Analyze existing modifications
 Knowledge transfer of SAP’s best practices
 Further recommendations on your upgrade planning and
procedure
Project Go
Prep Live
SAP MDM Strategy Workshop
Obtain a comprehensive understanding about the long- Typically one half-day workshop
term challenges and implications derived from your Master
Data Strategy and the related deployment roadmap Results
After the on-site workshop, SAP and the customer will
Scope summarize and agree on follow-up actions
 Identify the appropriate components of our support, for  Summarization on functional and technical scope of the
the implementation and operations phase
planned MDM projects
 Discuss customer’s corporate master data vision  Capture the current state of the planned MDM deployment
map
 Discuss customer’s master data program definition
 Discuss major projects and their status
Project Go
Prep Live
SAP Custom Code Change Impact Analysis (CCI)
Goal Scope
Reduced Total Cost of Ownership during Lifecycle Transparency & Simplification
Change
Event on custom-developed solutions (Upgrade or  Identify unused modifications and custom development and
Support guide through necessary steps of a best-run clearing approach
Enhancement Package Implementation )
Visibility
Reduced complexity and overhead of unused or  Evaluate impact of SAP changes on custom code
obsolete custom development objects
Planning & Control
 Leverage simplification through best run-clearing &
Governance Model to control custom development extent  Estimate efforts for changes adoption and ensure smooth
completion of the identified adjustments
Promoted innovation & ensured business process Continuous Improvement
continuity
 Guide stakeholders through the adjustment process leveraging
 Effective testing based on visibility of the impact of changes on adherence to best practices
your custom-developed solutions
 Outline a roadmap for increased upgradeability of custom-
 Leverage stabilization by tracking changes and their adoption developed solutions
Delivery Duration Results

Tobe determined based on scope and needs of
customer (Baseline 12 days)  Empowering to promote future changes and their adoption
acquiring dedicated methodology and tools
Onsite Required Participants (3 days): Project
Manager, Quality Manager, Development Manager, IT  Service report which contains analysis results plus a dedicated
Lead, Business experts, CCI Counterpart for action plan for adjustment and increased upgradeability of
Knowledge Transfer custom-developed solutions
Timing
Blueprint(upgraded sandbox ready) / Early realization
Operations and Continuous Improvement
Project Go
Prep Live

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SAP Active Global Support

SAP Business Proc Perform Optimization SAP Operations Readiness Assessment

Fully understands the customer solution, business

Top issue identification, resolution and reporting

Ensures access to the relevant experts to address

Scope “The On-Site Go Live service gave us immediate

A remote connection with SAP exists

To be determined based on scope and needs of customer Results

Goals Delivery Duration

 Error handling of the interface

Goals Duration Delivery

Review & Monitoring of the test plan:

Scope  Increased productivity along with higher

 Determine the right balance between system stability

• Assessments & Benchmarking new standardized processes and tools available

 Verification of basic configuration  Enable the SAP Solution Manager as a delivery

Integration,coexistence or replacement of already existing

Integration and substitution of third party tools

Goals  System Landscape Copy for SAP System Landscapes

Goals Delivery Duration

Technical Capacity Management  Recommendations for configuring your database

Goals Delivery Duration

Coordinating the roles and responsibilities of each entity

Scope  Records the current situation, contains ratings and

Delivery with new and practical skills that benefit day to

 Recommendations to improve transition plan

 Enables you to manage the project at the lowest costs

Decide on an upgrade strategy

Delivery Duration Results

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