ALM100

ALM100
How Top Notch Customers Manage

Their Application Lifecycle
Marc Thier, SAP AGS

October 2010
Disclaimer
This presentation outlines our general product direction and should not be relied on in making a
purchase decision. This presentation is not subject to your license agreement or any other
agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
presentation or to develop or release any functionality mentioned in this presentation. This
presentation and SAP's strategy and possible future developments are subject to change and
may be changed by SAP at any time for any reason without notice. This document is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied
warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP
assumes no responsibility for errors or omissions in this document, except if such damages
were caused by SAP intentionally or grossly negligent.
© 2010 SAP AG. All rights reserved. / Page 2
Page 1
Agenda: ALM Overview
1. Application Lifecycle Management

2. Build Your Application Lifecycle Management Roadmap
3. Application Lifecycle Management Strategy: SAP Solution Manager 7.1
and SAP Enterprise Resource Planning for IT
© SAP 2008 / Page 3
Reduce Total Cost

Game plan to lower Total cost of Innovation (TCI) and Operations (TCO )
The labor costs do not reflect the costs in the business departments caused by business process
exceptions, lack of automation, integration or usability issues. Taking these into account the share
of labor is above 90%. Complexity reduction is a prerequisite for successful outsourcing.
Accelerated Run SAP like a

Innovation factory
Business process
implementation and Built in supportability,
operations content and automation, monitoring
standards reducing and
Total Cost of Innovation exception management
Application Lifecycle
Labor reduction target: Management – Tools Labor reduction target:
20 - 30 % Cost reduction target: 20 % 15 %
Positive Business Case Guaranteed
Page 2
Application Lifecycle Management
An approach in six phases of ITIL application management
Upgrade Management
Solution Documentation
 Comprehensive project support  Central documentation of processes, system landscape,
for release transitions custom code, partner applications, …
Landscape Transformation
 Management of business and IT
driven changes in SAP landscapes
Require-
Solution Implementation
ments  Discover and realize enhanced
Maintenance Management business functionality
 Management of corrective  Avoid disruption of business
software packages, Reduction of waste Optimize Design
in custom code
Template Management
Business Process Operations  Standardize configuration across
 Ensure business continuity Build multiple projects
 Provide Business KPIs Operate
and Test
 Business process benchmarking
Technical Operations Deploy Test Management

 Central monitoring & alerting infrastructure  Change impact analysis
 Unique End-User Experience monitoring  End-to-end test management
 Central administration tools
Application Incident Management Change Control Management

 Integrated quality management
 Integrated service desk  Synchronized transports of various components
 Involvement of partners in problem resolution  Controlled and documented adjustment of business
 Provide root-cause analysis for complex processes incl. approval process
landscapes with diverse technology stacks
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© SAP AG 2010. All rights reserved. / Page 5
SAP Solution Manager Penetration

Status as of Early 2010
SAP Solution Manager Mass Adoption SAP Solution Manager Use at Large Enterprise
Currently12663 productive installations, 5163 use SAP Solution Manager got a mission critical
SAP Solution Manager beyond technical production-like environment for Large Enterprise
operations and maintenance management Customers
Page 3
Holistic approach
Integration from project to solution
“Using the SAP Solution Manager tool is an excellent way of covering the live cycle of a
solution. It enables us to control every step, from the design, to the realization to the IT
operation of the system, and guaranteeing a full tracking and a very effective introduction of the
system. We considered we obtained substantial benefits with this adoption, reducing TCO and
above all we were successful to manage complex projects and edge operations”
Martin Flegenheimer, IT Director, Ferrero Germany
Roadmap, Blueprint, and Implementation Application Incident Management

Change Control Management
Operations
Testing
Monitoring &
Reporting
Maintenance
Management
© SAP 2009 / Page 7

SAP Solution Manager Platform - Architecture
SAP Solution Manager

Configuration Business Process Service Desk Root Cause Analysis
Change Analyzer Issues End User Experience System Monitoring System
Testing Change Requests Administration
Blueprint Quality Gates Tasks
Upgrade
Scope Service Delivery
Maintenance
Optimizer
Business Process and Interface Monitoring

Learning Maps Data Volume/Data Consistency Management
Job Documentation
Solution Documentation Assistant

Custom Development Management
Cockpit
© SAP AG 2010, ALM EMEA RIG / Page 8

Page 4
Mission accomplished:
A single source of truth is established
“End state objectives:

• Same Systems •Same Information
• Same Performance •Same Processes Everywhere”
Warren Kaufmann, Associate Director, Colgate-Pamolive
All systems All business processes
All training The entire

information documentation
Require-
ments
All maintenance All test
Optimize Design
activities Application
information
Lifecycle
Management All customer
All service planning, Build &
deliver and follow-up Operate
Test developments
information and functional
Deploy
enhancements
All change
information All incident and
problem information
All service level information All monitoring data
© SAP 2009 / Page 9

From isolated processes and tools …
Modeling Incident Solution

Management Documentation
Process Documents
Model Ticketing and
Publishing
Build, Release & Deployment Configuration,

Management Environment Management
Code
Configuration Solution
Documentation Configuration
Test Test Training Solution Job

Automation Management Management Operations Management
Automated End-User Job
Test Testing Monitoring
Training Docum entation
Scripts Root Cause Scheduling
Page 5
to integrated E2E Application Lifecycle Management
Modeling Solution Manager

(process structure change)
Modeling Incident Solution

Management Documentation
Process Documents
Model Ticketing and
5-7 Levels Publishing
Build, Release & Deployment Configuration,

Management Environment Management
Code
Configuration Solution
Documentation Configuration
Test Test Training Solution Job

Automation Management Management Operations Management
Automated Job
Test Testing End-User Monitoring
Docum entation
Scripts Training Root Cause Scheduling
Test Test Training Job Incident
Automation Management
Management Management Management
Automated Job
Test Testing End-User Docum entation Ticketing
Scripts Training Scheduling

… to Best Practises
ARIS Solution Manager

(process structure change)
Process Model
3 Levels Solution
(IT View) Mapping
Script
Process Model
5-7 Levels
Test Learning
Plan Map
Test SAP SAP Redwood ITSM

automation QC by HP PPack Cronacle
Automated
Test Testing Training Job
Ticketing
Scripts /Simulations Scheduling
Page 6
Solution Documentation -and Implementation
Template Management
Problem Description: EGI
 How to document, roll out, test and manage Business Processes in an Solution
individual system landscape and how to track and reuse changes Documentation
 Define and document core Business Processes and their productive usage
Project
 Implement Business Processes -version consistent- between modeled, build ,
Implementation
tested and finally monitored Business Processes
Standards
Best Practice Solution: Solution

 Manually Integrated Solution Documentation Documentation
 Definition of Business Processes. their documentation, testing and Business
Process Monitoring are manually transferred between different repositories
 System managed integrated Solution Documentation CCOE
 Definition of Business Processes their documentation, testing and Business
Safeguarding
Process Monitoring are integrated from Model to Operation
Integration
 System managed integrated Template Solution Documentation
Validation
 Pre-definition of Business Processes for later Rollouts, testing and operations
Protection of
Investment
Business Process
Improvement
Innovation Management
Process View
Innovation Management
 Represents the identification, adaptation and implementation of new and enhanced future-proof business
and technical scenarios
 Is a part of the application lifecycle and is designed to decouple technical installation from business
innovation
 Uses the SAP Solution Manager to implement the innovation in the system landscape
Business System Business Quality Manager System

Business
Process Expert Administrator Process Expert Administrator
Requirements Design Build Test Deploy
Demand Business and Configuration Test Management Deployment

 SAP Service Marketplace Technical Aspects  Central Template  Test Management  Quality Gate Management
 SAP Community Network  Project Administration Configuration capabilities capabilities
 SAP Solution Composer  Business Blueprint  Business Process
 Implementation Content Configuration
 Maintenance Optimizer  Custom Development
 Installation Tools Documentation
 Enterprise Service  Composition Environment/
Repository / ES workplace Business Process
© SAP 2009 / Page 14
Management
Page 7
Business Blueprint
Business Blueprint
Business Blueprint allows central and controlled change of combined business process and
related system landscape documentation and is performed in SOLAR01-transaction.
System information Documentation Transactions Custom development
Organizational units
Master data
3 level hierarchy
 Business scenario
 Business processes
 Business steps
Interfaces
Documentation of Solutions - Granularity
A Business Scenario is A Process is a set of

a set of processes that logically related activities
define a business task in performed to achieve a
a comprehensive and business outcome.
self-contained manner.
A Process Step is an
Business Scenario elementary activity
(Procure-to-Pay) performed to accomplish
a process.
Process
(Purchase
Requisitioning)
Process Step
(Create Purchase
Requisition)
Page 8
SAP Enterprise Modeling by IDS Scheer – SAP
Upgrade & Implementation
SAP Enterprise Modeling by IDS Scheer
 Offers functionality and interfaces for process-driven SAP Management
 Connectable to SAP Solution Manager to use SAP reference content

 Navigate to SAP transactions and access documentation of SAP
business scenarios and processes
 Model BPEL processes in an early stage to import them into SAP
NetWeaver Process Integration for enhancing, configuring and
execution
 Automatically re-document existing SAP BI landscapes
 Visualize data structures and data flows
 Resulting views of SAP BI systems are fully integrated into the central
ARIS repository
© SAP 2007 / Page 17
Solution Documentation Assistant (SoDocA)

Scope and Benefits
Solution Documentation Assistant helps verifying and rating your business process
documentation.
Data basis is the usage frequency of technical objects related to the business process
structure. The usage frequency gives transparency about potentially obsolete and clarity about
mission-critical objects and is an excellent starting point for initial documentation as well.
Scope
 Analysis of template, implementation and maintenance
projects
 Analyzes usage of technical objects like transactions,
reports, BADIs and custom developments
 SQL statement analysis enables live system analysis
from a business perspective
 Uses the existing SAP Solution Manager infrastructure
like system connections and technical statistical data
Benefits
 Accelerates initial Solution Documentation
 Enhanced solution and usage transparency
 Enables simple and fast system consolidation
 Facilitates business improvements
 Standardization through comparison of business
processes at different locations
 Basis for optimized test planning
 Cost-efficient through automated verification of Solution
Documentation
Page 9
Analysis Results – Usage Report
Verification of used objects incl. custom code
The display of usage frequency of technical objects gives you transparency about potentially
obsolete and clarity about mission-critical objects
Customer situation
 Solution documentation to be updated before an
upgrade
 Housekeeping needed to ensure performance
and more cost efficient maintenance
SAP Solution
 Identify obsolete objects, incl. custom code
 Verify the technical objects solution
documentation
 Linked to rule database allows further check step
enhancements
Activities
 Import a SAP Solution Manager dummy
project in an analysis project
 Run the analyses
 Check usage frequency and identify potentially
obsolete objects
 Verify results with business process objects
 Use analysis results to update technical object
in your solution documentation
Update the Business Process Structure

Automated rating of business process structure – scope flag
Main task of Solution Documentation Assistant is to analyze and rate business process
structures documented in SAP Solution Manager.
Process
 Verification of business process structure is based on usage frequency
and self-defined rules
 Creates new Solution Manager Project (blueprint structure) based on
automated and regular analysis
 Updates scope flags in existing structure. Insert missing technical objects
 Flags active nodes „in scope‟ and inactive nodes „out of scope‟
Page 10
Governance for Global Projects using Template
Management and Solution Documentation Assistant

Template Project Solution
(definition of global processes, (Im plem entation of global and local
(Execution of processes)
exam ples for local processes) processes)
Global Rollout Cut Over
Compare and Adjust
(Verification that all global processes Assistant
are im plem ented locally) (Verification that all global processes
are executed locally)
Single source of the truth

(process description and execution)
SAP Solution Manager delivers End-to-End governance of global processes
Best Practice
Test Management
Problem Description:
EGI
 How to test that all requirements that are build are functioning correctly and do not
have a negative impact on other operational business processes. Implementation for
 Define Test Cases and perform as unit tests before hand-over to testing Test Management
 Manage consistency between modeled, build & documented and test relevant Business
Processes
 Identify Test Scope Standards
 Plan compliant Test Plans and Test Packages
 Manage consistent Test System Set-ups and execute tests packages Test
 Perform Test Analysis before sign-off to production ( Q-Gate management ) Management
Best Practice Solution:

 Unit Test CCOE
 Whenever new or remodeled business processes are build, before handover to string
or functional integration testing, the configurations and code changed have to be Safeguarding
signed of by testing single changes based on single test cases Integration
 String and Functional Integration Test Validation
 Whenever new or remodeled business processes are build, several business
processes have to be adapted, configured, and documented compliant to the Business
Protection of
Blueprint. The test scope is derived directly from the list of business processes that
have been adapted or the processes impacted Investment
 Core Process Regression Test
 Fixes, small functional urgent changes and minor releases are motivated by Business
operational business, integration and IT support needs. Continuity
Next to functional test of changes process steps, the Business Process Change
Analyzer creates the scope of all relevant regression tests that should be performed
and should be automated to run
Page 11
SAP Test Management
Options for SAP Customers based on the next SAP Solution Manager release
Test Planning Change

SW Change Test Scope Identification Test Execution Test Reporting
Test System Setup Deployment
Test Option 1 Manual tests

SAP Solution Manager Test Workbench
Business Blueprint Test Workbench, Work Center
Automated tests BW Reporting
Test Workbench
Test Automation Framework
BP Change Analyzer SAP TDMS Partner Reports & Dashboards
eCATT Certified Interface
HP QTP Worksoft Micro Focus IBM Rational ...
Test Option 2 SAP TAO

Manual and automated tests SAP Solution Manager
Business Blueprint Project Status Reporting
SAP Quality Center SAP Quality Center + QTP
SAP Solution Manager SAP Quality Center
BP Change Analyzer
SAP TDMS
Test Option 3 IBM Rational

Manual tests SAP Solution Manager
Requirements Mgmt. IBM Rational Project Status Reporting
Business Blueprint Quality Manager
IBM Rational
IBM Rational Automated tests Quality Manager
SAP Solution Manager Quality Manager IBM Rational
BP Change Analyzer Functional Tester
SAP TDMS

Business Process Change Analyzer (BPCA)
Preparation Trace Result:

Execution of mission-critical
Order to Cash business processes by Business User Technical Bill of Material (TBOM)
Sales Order  Code: Function modules, …
Delivery  UI: Dynpro 1000, …
Goods Issue  Tables: Customizing, Master Data
Billing
Change Impact Analysis Business Process Change Analyzer

Planned Change
Order to Cash
 SAP Support Packs Sales Order  code change
“Which critical Business Processes Delivery
 SAP EhPs
will be affected by planned changes?” Goods Issue  UI change
 Custom Code Billing
 Customizing changes Procure to Pay
Create PO  customizing change
Risk-based Test Scope Business Process Change Analyzer

 Identification of business processes impacted by
“Can I get a recommendation software changes
for regression tests?”  Support decision making whether planned change shall
be executed
 Automatic test plan generation for SAP Test Workbench

Page 12
Best Practice
Change Control
Problem Description: EGI

 How to manage Release Development without disrupting Maintenance of Production Implementation for
Systems and secure Business Continuity CTS+
 Ensure secure Project phase execution by establishing Quality Gate Control
Implementation for
 Manage Fixes, Urgent Functional Changes, Minor and Major Releases
Quality Gate
 Ensure best software state for OS, DB, Kernel and Application Software
Management
 Manage Object Version conflicts and activate change diagnostics
Implementation for
Best Practice Solution: Change Request
 CTS+ and Change Diagnostics Management
 Incorporate all SAP systems into one transport infrastructure and allow full visibility of
changes provided to systems. Change Diagnostics is relevant in application incident Standards
management process
 Central CTS and Quality Gate Change Control
Change
 Protect System-Group Consistency by establishing Quality Gate Control for Projects at
any critical sign-off from Development to Test to Production. Centralize Software Management
Distribution
 Single Change Control
 Control single changes, especially fixes from initiation to development, test and finally CCOE
deployment to production ( intersection check, downgrade protection )
 Project Change Control Safeguarding
 Manage resolutions between Innovation Releases and Production Support Releases in Integration
single or dual landscapes. Eliminate dual maintenance by re-trofit (intersection check, Validation
downgrade protection, re-trofit)
 Template Rollout Change Control Business
 Manage Global Template Rollouts by controlling change conflicts to the global template Continuity
and regional/functional extensions

Enables one consistent quality process
Next SAP Solution Manager release

Change Organize
Quality Gate Management
Diagnostics Change Control
Change Request Management
Organize
Transports
Central Change &Transport System centrally
Enhanced Change and Transport System (CTS+)

Organize
Transports
for one
application
Managed Systems
PLANNED INNOVATION
Page 13
Requirements to Deploy: Managing Requirements,
Projects, Changes and Transports
Business Strategy initiated Business User and IT initiated
Alert
Prio 2/3 Incident Prio 1 Incident
Bus. Requirement Request for Change
Major Release Minor Release Urgent Functional Emergency

Change Change
3-6 months 1-4 weeks 1-3 days On request only
Program
Impl. Project Maintenance Cycle
Quality Gate
Normal Change Urgent Change
Central Change and Transport System (cCTS)

Dow nport Protection
Intersection Check
Dual Landscape Synch
Enhanced Change and Transport System (CTS+)
Best Practice
Application Incident Management
EGI
Implementation for
 How to create, process and follow up application incidents
Service Desk
 Create application incidents automatically or manually with relevant context
data
 Manage application incidents between involved organizations and partners
 Create E2E view of application incidents and other IT incidents
Standards
Best Practice Solution:
Incident
 Application Incident Management
Management
 Messages as internal communication medium for the users working in different
functions in the Application Lifecycle Management or created by Alerts
 In case SAP Support has to be involved in the process of finding a solution,
messages can be forwarded to SAP out of the SAP Solution Manager system CCOE
and incidents can be grouped in issues
 Application Incident Management integrated into external Incident Business
Management Continuity
 Integrated flow between external ITSM infrastructure and Application Incident
Management automating also communication with Sap backoffice
 Application Incident Management evolving to ITSM application

 Extension of Application Incident Management to full ITSM application
Page 14
Best Practice
Technical Operations
Problem Description: Preparation

EGI
 How to manage proactive monitoring as well as reactive alert driven incident
automation for application system health extending IT management monitoring ( in- Implementation for
company or outsourcing KPI model analysis ) Service Level
 How to manage E2E Root Cause Analysis capability in relation to workload Reporting
distribution, exceptions as well as change analysis
Best Practice Solutions:

 Early Watch Alerts Standards
 Standardized System Health relevant pro-active KPI analysis,
Root Cause
 E2E Root Cause Analysis and E2E Trace Analysis
 E2E Application Root Cause capability relevant for any in-system and cross-
system application performance analysis System Monitoring
 Workload Analysis (Trend Analysis)
 Workload analysis capability for all SAP platforms allowing problem
analysis as well as workload distribution trend analysis and optimization
 Exception Analysis (Trend Analysis)
 Exception analysis capability for all SAP platforms allowing problem CCOE
analysis as well as exception distribution trend analysis and optimization
 Application System Monitoring and Administration
Business
 Customer Application system pro-active and re-active monitoring KPI‟s and active Continuity
administration
 Application System Health Service Level Reporting
 Proactive System Health Service Level Reporting allowing pro-active analysis of
critical system health tendencies and potential technical SLA/KPI violations
What is the process behind …
Technical Monitoring & Alerting End-to-End Root Cause Technical Administration

Analysis
Unified Monitoring Avoid Alert Flooding Lower Mean time to Resolution Optimize Operations
Infrastructure
Monitor Alert Analyze Administrate
Technical Admin Key User

Technical Admin
Technical Admin
 System, DBMS and Host  Unified Alert Inbox End-to-End  Down Time / Work mode Management
Monitoring  Alert correlation and  Change Analysis  IT Calendar
 End-User Experience propagation  Workload Analysis  Notification Management Change
Monitoring  Central Template  Exception Analysis  Central Tool Access
 Connection Monitoring Maintenance  Trace Analysis
Recurring
 Process Integration  Open data provider and
Tasks
Monitoring alert consumer
 SolMan Self-Monitoring Service
Incident
Requests
Technical Reporting
Prove Value to Business
 Early Watch Alert  Standard BW Reporting
 Service Level Reporting  Customer BW Reporting
Page 15
Best Practice
Business Process Operations
EGI
Implementation for
 How to monitor critical Business Processes of the customer solution
Business Process
landscape? Monitoring
 Monitoring business processes should be available for Business Process
Steps as well as for Interfaces between process steps Implementation for
 The Monitoring Capabilities have to cover application- and technical related Quality Gate
monitoring objects, which are crucial for the smooth and reliable flow of the Management
Business Process.
Implementation for
Best Practice Solution: Change Request
Management
 Operation centric Business Process Monitoring
 Define Solution based discrete Core Business Processes dedicated to Business Standards
Process Monitoring ( ->Manually integrated Solution Documentation )
 Business Process Monitoring, Interface Monitoring, Data Volume/Consistency Change
Management, Business Process Job Management, End-User Experience
Monitoring as proactive Monitoring ( Service Level Reporting ) and re-active
Management
Monitoring ( Application Incident Management )
 Lifecycle centric Process Management CCOE
 Business Process Management from Requirement to Design including Operational
Process KPI‟s to Operation ( -> System integrated Solution Documentation ) Safeguarding
Integration
 Process Health Service Level Reporting & Business Process Analytics
Validation
 Proactive Business Process Health Service Level Reporting allowing pro-active
analysis of critical system health tendencies and potential technical SLA/KPI
violations Business
Continuity
 Analyzing consistent Business Process Execution
Business Process Monitoring

Best Practice and Own Practices
IT Business
Business
Business Business
Business Process Process
Process Process
Implementation Optimization &
Stabilization Improvement
Innovation
• Design • Minimize interface • Clean up old & open • Re-engineer business

• Configure/Customize failures business data processes (BPE/BPR)
• Composition • Minimize errors or • Provide sufficient end- • Process Innovation
• Develop delays in background user training • Minimize costs (PPI)
• Industry specifics processing • Close process design • Minimize process
• Country specifics • Maximize technical gaps cycle times (PPI)
performance • Adjust customizing • Maximize process
• Avoid functional errors and/or configuration efficiency
(e.g. ABAP dumps,
update errors)
“Initial plan & “Protect initial “Make most of initial “Get better than what was
investment” investment” investment & achieve initially planned &
optimum according to plan” implemented”
ENABLE
BEST PRACTICES
Business Process Monitoring with SAP Solution Manager SAP Process Performance
Management By IDS Scheer
ENABLE
OWN PRACTICES SAP NetWeaver BPM Monitoring
Page 16
Business Process Stabilization & Improvement
Focus & Value Areas for Company Success
Customer Satisfaction
• Overdue Sales Orders
• Sales Ordes with delivery block
• Overdue outbound delivieries
• Number of returns
Revenue Stream Supply Chain & Stock Levels & Capital

• Sales Orders without invoice Planning Accuracy tie-up
• Sales Orders with billing block • Overdue Purchase Reqs& • Slow moving items
• Outb. Deliveries with GI & Order items • Dead stock
without invoice • Overdue STO items • Vendor consignment
• Invoices not transferred to FI • Open Planned Orders withdrawels
• Number of credit memos • COGI errors • Materials with expired shelf life
• Production / Process Orders • Inspection lots without usage
overdue for TECO decision
Data Accuracy Performance Integration & Automation

• Incomplete Sales • Zero stock batch segments • Interface errors
Documents • Overdue reservation items • Background job cancellations
• Application Log errors • Production / Process / PM Orders • Batch Input errors
• Update errors TECO but without deletion flag
• ABAP dumps • Transaction response times
• Background job runtimes

3. Application Lifecycle Management Strategy: SAP Solution Manager and
SAP Enterprise Resource Planning for IT
4. Managing Global Template Rollout
© SAP 2008 / Page 34
Page 17
Multiple Roads to Success
Define Your Own Roadmap
Define your own roadmap

to efficient application life-cycle
management depending on factors
Require-
ments
such as:
Optimize Design  the maturity of your IT processes
ALM
Operate
Build &
 your IT projects and project pipeline
Test
Deploy  cost pressure and cost structure

compared with peers
Call to Action: Prioritize your pain points and consume the

application life-cycle management cake in bite-size pieces!
© SAP 2009 / Page 35
ALM Roadmap Service
ALM Blueprint Expert Guided

ALM
Roadmap
Implementation
ALM Processes Empowering, Web session,
Onsite
Service 1-2 hours each morning
SAP expert explains
MaxAttention/ step-by-step
Safeguarding ALM Best Practices configuration using
training materials
Execution, 2-3 hours on the

same day
Participants execute
Configuration demonstrated steps
within their own
project, on their own
SAP Solution
Manager software
ALM
Roadmap Expertise on demand,
during execution
Remote Participants have
Service direct access to an
SAP expert who
Enterprise directly supports
Support Sol Man Set Up IMG them remotely, if
necessary, during
the execution
© SAP AG 2010 All rights reserved. / Page 36
Page 18
SAP Enterprise Support Academy
“Training on the Job” at Its Best; Expert Guided Implementations
Training, practical experience, remote consulting?

Expert-Guided Implementation is a scheme adding the SAP Solution Manager
specific expertise needed for application configuration to your SAP project team
Day 1 Day 2 Day 3 Day 4 Day 5
5. Empowering
4. Empowering
3. Empowering
2. Empowering
1. Empowering 2. Execution 3. Expertise Daily

Web session, 1-2 hours 2-3 hours on the on demand feedback to
each morning same day during execution SAP expert
SAP expert explains Participants execute Participants have direct Each day will be the
step-by-step demonstrated steps within access to an SAP expert base for the next day„s
configuration using their own project, on their who directly supports them empowerment
training materials, own SAP Solution remotely, if necessary,
Manager software during the execution
Expert Guided Implementations for

Basic
Configuration
Update
Data Volume
Solution
Service Desk CTS+ Management
Documentation
Cockpit
Change Business
Service Desk Job Scheduling
Request Process
for ISV Management
Management Monitoring
End-User
Service Desk Quality Gate Project
Experience
for VAR Management Implementation
Monitoring
Custom
Service Level
Development
Reporting
Mgmt Cockpit
Test
Management
Worldwide Participation per Quarter Distribution
700 Basic Configuration

Updates
Teilnehmerzahlen pro Quartal
600
Internal Participants Solution Documentation
110
500 External Participants Business Process Monitoring 10%
400
Data Volume Management 5%
105 Change Request Management 6% 34%
36
300 Enhanced Transport Management 6%
489
200 80 Service Desk (Customer)
308 309 Service Desk (VAR/ISV)
12%
35
100 172 Quality Gate Management 5% 14%
1 3
108 7%
0 10 6 Service Level Reporting
Q4 08 Q1 09 Q2 09 Q3 09 Q4 09 Q1 10 Q2/05/10
Quartal
Page 19
Automated Configuration and Operation of
Configuration Operation
Guided automated basic configuration and Central system administration and monitoring
scenario configuration of SAP Solution Manager itself
© SAP AG 2010. All rights reserved. / Page 39 Public

3. Application Lifecycle Management Strategy: SAP Solution Manager and
SAP Enterprise Resource Planning for IT
4. Managing Global Template Rollout
© SAP 2008 / Page 40
Page 20
Legal Disclaimer
This presentation is not subject to your license

agreement or any other agreement with SAP. SAP
has no obligation to pursue any course of business
outlined in this presentation or to develop or release
any functionality mentioned in this presentation.
This presentation and SAP's strategy and possible
future developments are subject to change and may
be changed by SAP at any time for any reason
without notice. This document is provided without a
warranty of any kind, either express or implied,
including but not limited to, the implied warranties
of merchantability, fitness for a particular purpose,
or non-infringement. SAP assumes no responsibility
for errors or omissions in this document, except if
such damages were caused by SAP intentionally or
grossly negligent.
From ALM to SAP Enterprise Resource

Planning for IT
Require-
ments
Optimize Design
Operate Build
and Test
Deploy
Page 21
SAP Road Map for SAP Solution Manager
Planned Innovations
An Example of the Impact of the

SAP Enterprise Support Usage Rights
With SAP Enterprise Support you can use the SAP Solution Manager for all IT components
that are required to execute your documented business processes.*
Enterprise Support SAP Solution Manager

(Business Process Descriptions)
On Device On Demand On Premise

O
New sales opportunity Entered in CRM on- Entered in SAP ERP / Saved in 3rd party Printing
received via mobile device demand System CRM System database of Invoice
on-demand SAP
Mobile Components Components Database Printer
Usage of SAP Solution Manager for End-To-End support of business processes
* = for a full legal description please see current SAP Enterprise Support contract
© SAP AG 2010. All rights reserved. / Page 44 Public
Page 22
Duet Enterprise E2E Trace Scenario
Real Time Performance
REAL TIME PERFORMANCE IS MOST IMPORTANT

FOR ALL USAGE SCENARIOS WITH DUET ENTERPRISE
Windows (32bit) + IE6/7/8 Sharepoint Foundation Backend

Farm (X64) System (SCL) System (ERP/BI)
Sharepoint 2010 SAP ABAP stack SAP ABAP stack

(NW EHP2) (NW EHP2)
Diagnostics Diagnostics
Agent 7.11 Agent 7.11
Root Cause
Analysis – E2E
Trace Analysis

Process Integration of 3rd party IT Management Tools
IT Service Desk Not ICC certified Enterprise Architecture

Management * Enterprise Modelling
ICC certified
CA, BMC, HP...
Require-
Scheduling ments
Test Automation
... Optimize Design
Application
SAP CPS Life-Cycle
Management
Operate Build & Test
... ... Deploy
Monitoring
Test Management
Runbook Automation Infrastructure Change Management *
© 2010 SAP AG. All rights reserved. / Page 46
Page 23
Key Links for More Information
Require-
Require-
ments
ments
Optimize
Optimize Design
Design
ALM
http://service.sap.com/alm
Operate
Operate
Build
Build &
andTest
Test
http://www.sdn.sap.com/irj/sdn/alm
Deploy
Deploy
 ALM Processes
 SAP Solution Manager & Tools
 Customer Center of Expertise
 Methodologies
 Services
TODAY
TechEd 2010 Sessions: Overview
ALM100 How Top Notch Customers Manage Their Application Lifecycle
ALM200 Application Lifecycle Management Roadmap – What is New in SAP Solution

Manager 7.1
ALM217 Run IT as a Business with SAP ERP for IT
ALM202 How SAP Solution Manager integrated with 3 rd Party IT Management Tools
ALM101 How to Optimize Your Application Lifecycle Management Processes: Define

Your ALM Roadmap
ALM203 Upgrade to SAP Solution Manager 7.1
Page 24
TechEd2010 Sessions: Requirements, Design,
Build
ALM242 SAP Solution Manager Enhanced Business Blueprinting: What You Need to
Know
ALM161 How to Efficicently Implement and Verify Business Process Documentation in

ALM276 How to Find Waste in Custom Code
ALM160 Comparing and Adjusting Templates, Projects and Solutions in SAP Solution
Manager 7.1
ALM167 How to Enable Suite Innovation in Your Business: A Technical View
ALM114 Implementing Enhancement Packages with SAP Solution Manager 7.1: A

Project View
TechEd2010 Sessions: Test & Deploy
ALM115 Overview Test Management
ALM163 Business Process Change Analyzer
ALM162 Extended Test Automation with SAP Solution Manager
ALM264 What is New in SAP TAO
ALM265 Test Data Management Made Easier with SAP Test Data Migration Server
Software
ALM117 E2E Change Control: One Integrated Process to Manage Software Solution
Deployments
ALM277 Change Control with Quality Gates
ALM165 Change Request Management in SAP Solution Manager 7.1
Page 25
TechEd2010 Sessions: Operate
ALM201 Run SAP like a Factory
ALM212 Technical Operation with SAP Solution Manager 7.1 at a Glance
ALM271 Efficient Technical Administration with SAP Solution Manager 7.1
ALM269 Efficient End-user Experience Monitoring with SAP Solution Manager 7.1
ALM268 Efficient System Monitoring and Reporting with SAP Solution Manager 7.1
ALM270 Efficient Root Cause Analysis for SAP Business Objects with SAP Solution Manager 7.1
ALM120 Efficient Monitoring for SAP Business Warehouse and SAP Business Objects with SAP Solution Manager 7.1
ALM119 Best-in-class Business Process Operations Using SAP Solution Manager
ALM361 Enhancing Business Process Monitoring
ALM272 Manage Your Background Jobs Using Job Scheduling Management in SAP Solution Manager
ALM274 The New Data Volume Management Workcenter
ALM273 Using and Configuring the Service Desk in SAP Solution Manager 7.1
ALM102 The New Service Desk for Incident and Problem Management in SAP Solution Manager 7.1
QUICK FACTS
Page 26
Title
First level
 Second level
 Third level
– Fourth level
– Fifth level
ALM Value Statements

Solution Implementation
"SAP QUICK FACTS
Active Global Support was engaged to provide an IT-planning architecture workshop for our global-implementation strategy.
With their assistance, we were able to quickly rationalize the number of options under consideration, and in partnership with our SAP
Customer COE, these options were assessed using a proven weighted scale model. Through SAP‟s in-depth knowledge, previous
upgrade experience, and excellent collaboration with our senior-management team members, we came up with a recommendation
based on facts, risks, and total cost of ownership that was presented to our CIO for approval. This challenged and changed the
previous implementation strategy to one that is more feasible, with reduced risk, and an expected savings of USD 1,000,000 in
implementation cost. The strategic partnership with SAP continues to bring value to our efforts in hardware sizing and capacity-
management sessions for our global strategy, which encompasses over 40 countries and languages, and over 25 currencies, and
spans six continents."
Chris Perry, Director Global SAP Competency Center - Functional
Considering the value we are getting through implementation of the enhanced change and transport system functionality of SAP
Solution Manager, the cost is minimal. We completed the implementation and it paid for itself within a few months. The impressive
result was 70% speedier transports for non-ABAP software.“
K.S. Arunkumar, IT Group Manager
Page 27
Test Management
QUICK FACTS
"The test data creation tool in the SAP Bank Analyzer performance package reduced the loading of test data efforts by at a minimum
of 50%. This saved a significant amount of time, and it helped to ensure a more stable system with improved performance. This
allowed a more aggressive conversion period, and reduced sunk costs due to reworking and lost resource time. We were able to
streamline the performance test, resulting in more reliable test results during our user-acceptance testing.“
IT Service Delivery Manager, Banking Industry
"During CRM test activities, we had some serious problems regarding the layout for identifying customer accounts. Thanks to our
support advisor's follow-up activities, and by applying the note recommended by SAP Active Global Support, in few days we were able
to continue with the integral testing and the tasks for the production go live. Many thanks to SAP Enterprise Support. "
Herman Maseberg, Technology Manager

QUICKManager
"SAP Solution FACTShas mapped all the functionality we needed, including best practices, testing, and change management tools.
We are able to monitor the project progress effectively using SAP Solution Manager. We have benefited by the convenience of a
global repository of documents accessible by our globally deployed team as well as are able to see a reduction in time spent in
monitoring project progress, by deploying SAP Solution Manager as an implementation tool. We plan to use SAP Solution Manager
more in sustaining and improving our SAP landscape. Glad to have partnered with Keane as our chosen SAP implementation
partner."
Sunil D'Souza, Regional IT Manager
"The recent success of Amtrak's conference room pilots for the implementation of SAP Solution Manager's Service Desk and Change
Request Management, has positioned Amtrak's SAP Customer COE to reduce the cost of managing monthly production support
release transports via ChaRM's automation, as well as increasing the reliability that the transports are migrated through the landscape
in the correct order. It also enables Amtrak's Customer COE to leverage future benefits from ChaRM, which include enabling CTS+ for
managing portal and BI transport and retrofitting via N+1 landscape."
Lou Maroulis, Director of SAP Integration/Release Management
Page 28
Application Incident Management
QUICK FACTS
"By establishing root cause analysis and identifying performance optimization potentials, our SAP Portal solution has experienced no
unplanned outages. With proactive steps in place, we have addressed performance issues within our application lifecycle, whic h have
translated to reduced costs, simplification of systems, and core process solutions."
Ulf Westhoven, Section Manager
"SAP Solution Manager diagnostics has increased our ability to pinpoint the location of issues enabling us to utilize time and resources
for other tasks that adds value to the organization, while reducing time to issue resolution."
Jim Bailey, PMP IT Director

QUICK FACTS
" "Through SAP Solution Manager, the monitoring of the performance and stability of all our systems has become pretty easy and
saves us a lot of time. Overall our monitoring effort has been reduced by 50%. This allows us to spend more time on value adding
activities.“
VENKAT SATYA UPPALA, IT Consultant
"With SAP Solution Manager via the SAP GoingLive Optimization service, we were able to identify and eliminate critical user
inconsistency in our CRM environment. The provided E2E Root Cause Analysis support, and the recommendations have corrected the
problem and will at a minimum save us several hours of troubleshooting time that has already been spent in investigating the
problem."
Anthony Mostak, Systems Operations Manager
Page 29
Business Process Operations
QUICK FACTS
"During the business process monitoring (BPM) service, SAP set up the monitoring for our procure-to-pay and order-to-cash business
processes and cross-application components such as background job monitoring. The BPM service showed value in having a single
source of truth for monitoring via SAP Solution Manager rather than doing everything manually, and will help us reduce backlog
efficiently by getting updates from SAP Solution Manager about the current status of our business processes.“
Jerry Murkowski, IT Basis Director
"Our end users reported slow performance on a volume-sales report transaction within our SAP ECC environment. To help identify
potential areas to optimize, we leveraged an SAP Business Process Performance Optimization service through SAP Enterprise
Support. After implementing the recommendations, we realized a performance improvement of approximately 70%, which meets our
business requirement."
Francisco Fernandes, IT Coordinator

Maintenance and Upgrade
QUICK FACTS
“We recently upgraded SAP Solution Manager to EHP1 SP20. With this upgrade, SAP Expert Guided Implementation sessions and
SAP Continuous Quality Check services in parallel, we could activate and leverage functionalities like business process monitoring,
data volume management cockpit and custom code management cockpit. We‟ve noticed the stability of existing functionalities and
added-value of new ones. We‟re now aiming to use brand-new scenarios like end-user experience.“
Cristina Pisica, Solution Architect, Information Systems
"We utilized go-live services from SAP Enterprise Support to facilitate an SAP SRM 7.0 upgrade. During the service, we identified
potential risks that would have delayed go live, and affected up to 3,000 users. We exploited our direct access to the SAP Enterprise
Support advisory to ensure mission-critical support of our very high messages. This helped us avoid a delayed go live that could have
impacted USD 2,500,000 in internal purchase orders, and saved us a lot of time in resources and further project costs."
Troy Bohanan, IT Director Procure-to-Pay
Page 30
Thank You!
Copyright 2010 SAP AG

All Rights Reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein
may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
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are trademarks or registered trademarks of SAP AG in Germany and other countries.
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services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries.
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National product specifications may vary.
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without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group
products and services are those that are set forth in the express warranty statements accompanying such products and services , if any. Nothing herein should be construed
as constituting an additional warrant.
Page 31

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How Top Notch Customers Manage

Marc Thier, SAP AGS

© 2010 SAP AG. All rights reserved. / Page 2

1. Application Lifecycle Management

© SAP 2008 / Page 3

Reduce Total Cost

Accelerated Run SAP like a

Positive Business Case Guaranteed

Technical Operations Deploy Test Management

Application Incident Management Change Control Management

SAP Solution Manager Penetration

Roadmap, Blueprint, and Implementation Application Incident Management

© SAP 2009 / Page 7

Application Lifecycle Management

SAP Solution Manager

Scope Service Delivery

Business Process and Interface Monitoring

Solution Documentation Assistant

© SAP AG 2010, ALM EMEA RIG / Page 8

“End state objectives:

All systems All business processes

All training The entire

Application Lifecycle Management

Modeling Incident Solution

Build, Release & Deployment Configuration,

Test Test Training Solution Job

© SAP AG 2010, ALM EMEA RIG / Page 10

Modeling Solution Manager

Modeling Incident Solution

Build, Release & Deployment Configuration,

Test Test Training Solution Job

© SAP AG 2010, ALM EMEA RIG / Page 11

Application Lifecycle Management

ARIS Solution Manager

Test SAP SAP Redwood ITSM

© SAP AG 2010, ALM EMEA RIG / Page 12

Best Practice Solution: Solution

© SAP AG 2010, ALM EMEA RIG / Page 13

Business System Business Quality Manager System

Requirements Design Build Test Deploy

Demand Business and Configuration Test Management Deployment

System information Documentation Transactions Custom development

Documentation of Solutions - Granularity

A Business Scenario is A Process is a set of

SAP Enterprise Modeling by IDS Scheer

 Offers functionality and interfaces for process-driven SAP Management

 Connectable to SAP Solution Manager to use SAP reference content

© SAP 2007 / Page 17

Solution Documentation Assistant (SoDocA)

Update the Business Process Structure

SAP Solution Manager

Global Rollout Cut Over

Single source of the truth

SAP Solution Manager delivers End-to-End governance of global processes

Best Practice Solution:

© SAP AG 2010, ALM EMEA RIG / Page 22

Test Planning Change

Test Option 1 Manual tests

SAP Solution Manager

HP QTP Worksoft Micro Focus IBM Rational ...

Test Option 2 SAP TAO

Test Option 3 IBM Rational