SAP Business
Process
Management
Service & Support Product Management
SAP AG
Content
Service overview
Objectives
Value Proposition
Deciding Factors
Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
Additional Information
Final Report
Prerequisites
Project team
SAP Solution Management Optimization
SAP AG 2003, Title of Presentation, Speaker Name / 2
Objectives
SAP Business Process Management
Develop and implement an all-inclusive business process
management strategy and a process-oriented monitoring strategy
The two strategies let you:
Define procedures for business-process oriented monitoring, error
handling, and escalation management for a company's core business
processes
Establish the communication links between the business-department
end users and the IT department
Define the roles and responsibilities for all persons involved in the
customer’s support organization
By following your strategies, you ensure the smooth and reliable flow
of your core business processeses
SAP AG 2003, Title of Presentation, Speaker Name / 3
Value Proposition – SAP Business Process
Management
Empowers you to detect critical issues in your core business
processes at an early stage before they can cause any pain.
This results in:
Reducing cost-intensive periods of system downtime
Savings in time and money resulting from a more efficient
monitoring and reporting process
Reducing costs for additional monitoring tools
Higher end-user satisfaction
Staff receive the help and valuable knowledge they need for
managing critical software and operations problems
SAP AG 2003, Title of Presentation, Speaker Name / 4
Gartner
With more than 20 years
experience identifying
„
and analyzing the trends
and technologies that
have shaped the course
of business, Gartner, Inc. Much of what Business Processs
provides unrivaled Management offers is hard to
thought leadership and measure, but incredibly valuable:
strategic consulting
process consistency, process sharing
services to more than
and process innovation.
11,000 organizations
worldwide.
Gartner Top View, AV-14-9243, 20 November 2001
SAP AG 2003, Title of Presentation, Speaker Name / 5
Deciding Factors
SAP Buisiness Process Management is most applicable when:
An overall business-process management and monitoring strategy for
the entire solution is missing
A dedicated application support team is missing within the customer’s
solution support organization
Roles and responsibilities for application support, for example business
process management, and monitoring are incomplete or not defined
Monitoring objects, error handling procedures, and escalation paths are
not clearly defined
There is no up-to-date description of the core business processes from a
technical viewpoint
Communication between the application support team and the IT
department is weak or not well established
The number of people involved in application support is not enough to
support the application
The general level of application relevant monitoring knowledge is low
Background processing is very complex, for example a large number of
batch jobs exists
SAP AG 2003, Title of Presentation, Speaker Name / 6
Description
SAP Business Process Management comprises:
Identification and analysis of at least one core business process with respect
to the involved systems and interfaces
Creation of a business process management and monitoring strategy that
includes the definition of monitoring objects, error handling procedures, and
escalations paths
A review of roles and responsibilities of all parties taking part in the
strategies
A hand-over procedure to apply the strategies to the production environment
Configuration of business process monitoring in the SAP Solution Manager
As a final result, a service report is created that includes the business
process analysis documentation and detailed monitoring checklists as well
as an action plan to address follow-up activities.
Depending on the customer wish, the defined strategies are implemented for
the selected business process and adapted specifically for your solution
support organization
SAP AG 2003, Title of Presentation, Speaker Name / 7
Delivery Procedure
SAP Business Process Management
1 day 3 – 5 days 1 day + 2 weeks
Preparation On-site Evaluation Deliver
analysis findings and
SAP EarlyWatch recommendations
Check, SMA Business process
analysis Creation of an
or SAP GoingLive
action plan
Check
Definition of
monitoring objects
Prepare on-site Preparation of
team Business process the final report
monitoring
configuration
Remote Onsite Remote
SAP AG 2003, Title of Presentation, Speaker Name / 8
Overview of the On-Site Visit
Day 1 Day 2 Day 3 Day 4 Day 5
Kick-off Final
Presentation Meeting Presentation
Discussion of
Results
Project
Organization
Administration
Workshop
(Functional team Methodology
steered by SAP)
Teamwork Business Definition of Monitoring Objects,
(Functional team Process Error Handling Procedures,
and SAP) Analysis and Escalation Paths
Daily
Status Status Status Status Status
Meeting
SAP AG 2003, Title of Presentation, Speaker Name / 9
Content
Service overview
Objectives
Value Proposition
Deciding Factors
Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
Additional Information
Final Report
Prerequisites
Project team
SAP Solution Management Optimization
SAP AG 2003, Title of Presentation, Speaker Name / 10
On-Site Visit in Detail
SAP Business Process Management
Step 1 Solution Landscape Overview
Step 2 Business Process Analysis
Step 3 Technical Process Step Analysis
Step 4 Business Process Monitoring Strategy
Business Process Monitoring Configuration
Step 5 in the SAP Solution Manager
SAP AG 2003, Title of Presentation, Speaker Name / 11
Step 1: Solution Landscape Overview
Get an overview of the solution landscape and define the
core business processes
Overview of the system and solution landscape
Overview of the core business processes
Selection of one business process for a detailed analysis
SAP AG 2003, Title of Presentation, Speaker Name / 12
Step 2: Business Process Analysis
Process step analysis from an application point of view
Identification of individual business process steps
Identification of business-related functions (e.g., ATP, variant
configuration)
Identification of document volumes and business requirements
(functional dependencies, business peak hours)
Core
Business Step 1 ? Interface Manual Step 2 Data Printing End
Process Entry
SAP AG 2003, Title of Presentation, Speaker Name / 13
Step 3: Technical Process Step Analysis
Get detailed information about the technical components
involved
Identification of relevant interfaces
Identification of business transactions and background jobs
Identification of necessary repository objects (reports,
programs, tables)
Identification of possible dependencies between different
processes or steps including any kind of time restrictions
Core Interface: Print
Enter Create
SAP CLIENT Check Novell
Business Get Mat.-Nr. Order, End
ZA01 ? ATP PrtSrv
Process IF Number IF Pos. Run VB PS
SAP AG 2003, Title of Presentation, Speaker Name / 14
Step 4: Business Process Monitoring Strategy
Definition of monitoring objects, error handling
procedures, and escalation paths
Definition of monitoring objects and procedures
Identification of possible error scenarios and description of
error handling procedures
Definition of reporting and escalation paths
Core Interface: Print
Enter Create
SAP CLIENT Check Novell
Business Get Mat.-Nr. Order, End
ZA01 ? ATP PrtSrv
Process IF Number IF Pos. Run VB PS
SAP AG 2003, Title of Presentation, Speaker Name / 15
Step 5: Business Process Monitoring Configuration
Set-up and configuration of business process
management in the SAP Solution Manager
SAP AG 2003, Title of Presentation, Speaker Name / 16
Content
Service overview
Objectives
Value Proposition
Deciding Factors
Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
Additional Information
Final Report
Prerequisites
Project team
SAP Solution Management Optimization
SAP AG 2003, Title of Presentation, Speaker Name / 17
Business Process Monitoring
Definition
Business Process Monitoring is the process-oriented
monitoring of the most important or critical business
processes of a company
It includes the observation of all technical and business
application-specific functions that are required for a smooth
and reliable flow of the business processes
Goal
To detect critical situations as early as possible
To enable the customer’s solution support organization to
respond to and to solve problems as fast as possible
SAP AG 2003, Title of Presentation, Speaker Name / 18
Business Process Monitoring
During the delivery of the SAP Business Process
Management service the business process monitoring will
be set up in the SAP Solution Manager. The monitoring
focuses on …
SAP R/3 background jobs
Transaction performance
Document volume based on table statistics
Update errors for transactions and programs
Application log messages
Due list log messages for deliveries and billings
Interfaces
All alerts which are configured in RZ20
SAP AG 2003, Title of Presentation, Speaker Name / 19
Business Process Monitoring – SAP Solution Manager
Different
Monitoring
Levels
Display Alerts
Business Process
Monitoring and
Interface Monitoring
System Monitoring
Service Level
Reporting
SAP AG 2003, Title of Presentation, Speaker Name / 20
Business Process Monitoring – SAP Solution Manager
Different views
Business process
view selected
Linked to System
Monitoring
All components in a
solution landscape related
to the business process
Business process-
oriented
Linked to single
monitoring alerts
Configurable
SAP AG 2003, Title of Presentation, Speaker Name / 21
Business Process Monitoring – SAP Solution Manager
Alert Graphics
Single Monitoring Alerts
Alert overview
Monitoring Session
SAP AG 2003, Title of Presentation, Speaker Name / 22
Interface Monitoring – SAP Solution Manager
Alert Graphics
Single Monitoring Alerts
Detailed Analysis
SAP AG 2003, Title of Presentation, Speaker Name / 23
Content
Service overview
Objectives
Value Proposition
Deciding Factors
Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
Additional Information
Final Report
Prerequisites
Project team
SAP Solution Management Optimization
SAP AG 2003, Title of Presentation, Speaker Name / 24
Additional Information
SAP Business Process Management
Experienced service engineers deliver this service on-site
through your SAP Solution Manager
It has a normal duration of twelve man-days. Usually two
consultants are on-site for five days, plus two days for
preparation and post-delivery processing. This may vary
depending on the requirements of your SAP solution.
A back office staffed with specialists supports the service
engineer during his on-site work
You can order SAP Business Process Management via the SAP
Service Marketplace at www.service.sap.com/servicecatalog
SAP AG 2003, Title of Presentation, Speaker Name / 25
Final Report
At the end of delivery, a final report is generated.
It includes the…
Summary of what has be done
The customer situation and actual status from the business
process management and monitoring viewpoint
Action plan to address follow-up activities
The most important findings and to-do’s regarding monitoring
activities, error handling procedures, and escalation paths
If there is enough time during the service delivery: Comment on
how the solution support organization is set up
During the entire service delivery, knowledge is transferred extensively to your
staff to enable them to adopt our methodology for developing a Business
Process Management and Monitoring strategy for other business processes in
your company.
SAP AG 2003, Title of Presentation, Speaker Name / 26
Prerequisites
Define Procedures for Business Process Monitoring,
Error Handling and Escalation to Avoid Costly System
Downtime
You need an implemented SAP Solution Manager. For further
information please check
http://service.sap.com/solutionmanager
SAP recommends the SAP Solution Management
Assessment as a preparatory service. This service identifies
and analyzes your solution and core business processes
SAP Business Process Management is recommended for
solutions that are either in production or close to production
startup
SAP AG 2003, Title of Presentation, Speaker Name / 27
Project Team – SAP Business Process Management
IT System
project manager administrator
SAP
On-site delivery requires consultant
Active users a high level of
engagement from your
side. SAP Backoffice
Business
process owners from the
business departments
SAP AG 2003, Title of Presentation, Speaker Name / 28
SAP Solution Management Optimization
A portfolio of optimization services that ensure that
Your SAP Solution Works to Its Maximum Potential at
all Times
Performance Optimization Application Integration
SAP SQL Statement Optimization Optimization
SAP Customer Program Optimization SAP Business Process
SAP Remote Performance Management
Optimization SAP Interface Management
SAP Business Process Performance
Optimization
System Administration
SAP Storage Subsystem Optimization
Optimization
SAP System Administration
Data Volume Optimization
SAP Data Management
SAP AG 2003, Title of Presentation, Speaker Name / 29
SMO – Part of the Best Support You Can Get
Discovery & Implementation Operations &
Evaluation Continuous Improvement
SAP Safeguarding
Manages technical risk and
ensures technical robustness of the solution
Empowers customers with the core competencies
SAP Empowering
needed to operate and maintain SAP solutions
SAP Solution Management
Optimization Ensures that your SAP solution works to its
optimum potential at all times
SAP AG 2003, Title of Presentation, Speaker Name / 30
Information
For more information refer to the
SAP Service Marketplace
www.service.sap.com/bpm
SAP AG 2003, Title of Presentation, Speaker Name / 31