1. SAP Services
Run SAP Methodology:
how to IMPleMent end-to-end
SolutIon oPeRAtIonS

3. Content
4 Executive Summary
5 Why You Need a Methodology for
End-to-End Solution Operations
6 Objectives and Key Deliverables
7 SAP Standards for Solution Operations
8 Road Map to Implement End-to-End Solution Operations
9 Assessment and Scoping
11 Design of Operations
14 Setup of Operations
14 Handover into Production
14 Operations and Optimization
15 Training and Certification
15 E2E040 Run SAP – End-to-End Solution Operations
(Two-Day Course)
15 E2E050 E2E Solution Scope and Documentation
(E-Learning Course)
15 E2E100 E2E Root Cause Analysis
(Five-Day Course)
16 E2E200 E2E Change Control Management
(Five-Day Course)
16 E2E300 E2E Solution Support – Integration and Automation
(Five-Day Course)
16 E2E400 E2E Technical Upgrade Management
(Two-Day Course)
17 SAP Solution Manager
18 Support Services

4. exeCutIve SuMMARy
The foundation for business process In many cases, the functional and tech-
availability is laid in the technical imple- nical implementations are delivered by
mentation of the solution that supports different professional service organiza-
the business process and that solution’s tions and by separate project teams
end-to-end operation. operating with separate budgets. And
most organizations do not have a formal
Business process availability, however, plan in place to guide the handover from
is not merely a function of the underlying the implementation team to the support
technology and the application. Avail- organization.
ability hinges on how that technology is
first implemented and then supported, SAP has a vested interest in ensuring
day in and day out. Functional and tech- that every support organization can
nical project teams must work in con- successfully run the business systems
cert – not in a vacuum and certainly not that support the business processes.
at odds with one another – and so must With Run SAP, the SAP® Active Global
in-house technical teams and outside Support organization has taken steps
consultants, including those from SAP. to define a clear, shared methodology
for the ongoing management of the
The Run SAP methodology provides end-to-end solution.
a proven methodology to enable you
to optimize the implementation and on-
going management of end-to-end solu-
tion operations. The focus is on appli-
cation management, business process
operations, and administration of the
SAP NetWeaver® technology platform.
In many implementation projects, the
technical and functional parts of the
implementation operate as two sepa-
rate projects. The two parts of a typical
implementation and operations project
are nearly equal in terms of complexity,
effort, and resources. However, the
functional and technical implementation
teams have different target groups: the
functional departments and the support
organization, respectively.
4

5. why you need A Methodology FoR
end-to-end SolutIon oPeRAtIonS
The complexity of solutions that you
implement requires a comprehensive
solution management concept. Busi-
ness processes extend not only across
different systems and components in-
side the same organization but also
across different organizations. For this
reason, integration of business pro-
cesses as well as of software and sys-
tem components becomes more rele-
vant in the implementation of the new
solutions.
In the support of today’s solutions,
many organizations play an important
role: functional implementation part-
ners, hardware partners, third-party You need not only to successfully implement SAP
software providers, outsourcing part-
ners, and so on. In many cases, the solutions but also to manage the operation of the
team in charge of the implementation is business processes after going live with the
not the same as the team responsible
for the operations and support of the software.
solution.
You need not only to successfully im-
plement SAP® solutions but also to
manage the operation of the business
processes after going live with the
software. Therefore, you need the SAP
standards for solution operations to run
SAP solutions, as well as the method-
ology for the implementation
of those solutions.
5

6. objeCtIveS And Key delIveRAbleS
Run SAP provides a methodology for
the implementation of end-to-end solu-
tion operations. This methodology
includes:
• The SAP standards for solution
operations
• The road map of Run SAP to imple-
ment end-to-end solution operations
• A training and certification program
• Tools, including the SAP Solution
Manager application management
solution
• Support services
Figure 1 shows in summary the scope
and the deliverables of the Run SAP RUN SAP
methodology.
SAP® Standards Road Map and
for Solution Operations Training and Certification
Best-Practices Documents
Includes IT standards and Provides up-to-date skills
Accelerates the
tools to run SAP® software for the ecosystem and latest
implementation of end-to-end
application technology
solution operations
Services
Engages the SAP Services organization to implement end-to-end solution operations
SAP Solution Manager
Provides all tools for end-to-end solution operations
Figure 1: Best Practices, Content, Services, Training, and Tools
6

7. SAP StAndARdS FoR SolutIon oPeRAtIonS
Companies expect high availability and
continuity of their solutions, flexibility to Solution Transition to
quickly implement changes, and low total End-User Support Change Management Enterprise Service-Oriented
cost of ownership (TCO). Additionally, Architecture
they need to be able to manage out- • Change request • Readiness for
tasking and outsourcing relationships management enterprise service-oriented
across different time and geographical Incident management • Change control architecture
zones as well as control and monitor management • Release and upgrade
• Test management management
service-level agreements. To achieve
this, IT governance is key. Companies Application Management Business Process Operations
need an IT strategy that focuses on the
• Minimum documentation • Business process and
management of complexity, risks, and • Root cause analysis interface monitoring
costs as well as skills and resources. • Remote supportability • Data volume management
Standardized procedures that leverage • Job scheduling management
the experience of the organization and • Transactional consistency
the software supplier are a key prereq- • Data integrity management
• Exception handling
uisite for the optimization of application
management. Custom Development Management Technical Operations
Custom code maintenance • System administration
With the SAP standards for solution • System monitoring
operations, you gain defined standards
for important operations processes IT Infrastructure Management
within a company’s business and IT
units. These key standards and prac- Figure 2: SAP® Standards for Solution Operations
tices address the needs of business
process experts – the stakeholders
responsible for the design and execu- Change management enables the planning and
tion of business processes – and of IT management of changes, minimizing the risk through
departments charged with ensuring
that the services provided by the SAP the use of standard processes for each of the changes.
solutions are available for business
users.
Each standard contains best-practice
procedures on how to run the individual
tasks, explanations on which tools from
SAP Solution Manager should be used,
and available training and services that
support the adoption of the standard.
7

8. RoAd MAP to IMPleMent
end-to-end SolutIon oPeRAtIonS
The implementation of operations is In the implementation of operations, The road map for Run SAP guides you
a project that runs in parallel with the several parties may be involved: the through defining the scope of the oper-
functional and technical implementation company, system integrators, the sup- ations to be implemented, preparing a
projects. In some cases, the implemen- port organization, outsourcing partners, detailed plan, doing the setup, and run-
tation of operations is conducted by an and hardware partners. For this reason, ning your SAP solution. Moreover, it
organization different from the one con- you need to coordinate all the activities helps you find the right strategy and
ducting the functional implementation to implement the operations as a project tools to implement your end-to-end
project; for example, the implementa- or several projects. solution operations.
tion of operations may be conducted
by outsourcing companies or another The road map provides not only what
department of your company. needs to be implemented but also
information about how it needs to be
implemented, in the form of implemen-
Assessment Design of Setup of Handover Operations and tation methodology documents and
and Scoping Operations Operations into Production Optimization best-practices documents.
Operational End-user End-user Knowledge End-user
requirements support concept support setup transfer support The implementation methodology docu-
analysis training and ments describe how support is imple-
certification mented across the life cycle.
Scope Change Change Final testing Change
definition management management and sign-off management The best-practices documents describe
concept implementation in more detail how to implement the
Technical Application Application Transition Application end-to-end solution operations for
requirements management management into production management different SAP solutions. The best
and architecture concept implementation
practices described are based on the
Project Business Business Handover Business experiences of thousands of companies.
setup process process process
operations operations operations
concept implementation
The road map is available as part of
Run SAP in SAP Solution Manager as
Governance Custom Custom Custom well as in the SAP Service Marketplace
model for development development development
operations management management management extranet.
concept implementation
Run SAP provides detailed assistance
Solution Technical Technical Technical
transition to operations operations operations through every phase, as described in
enterprise concept implementation Figure 3:
service-oriented • Assessment and scoping
IT infrastructure IT infrastructure IT infrastructure
architecture • Design of operations
management management management
concept implementation • Setup of operations
• Handover into production
Figure 3: Project Life-Cycle View of End-to-End Solution Operations • Operations and optimization
8

9. Assessment and Scoping Operational Requirements Analysis • The skills required to manage
The first steps in this phase are to un- the solution
This phase is preparation for the imple- derstand the business requirements for • The way in which the support orga-
mentation of the operations. The objec- operations and to guarantee the opera- nization needs to be empowered
tive is to make an assessment of the bility of the solution. Operability is the • Tools and processes required
business and technical requirements ability to maintain IT systems in a func- • Functions to be implemented using
for operations in order to define what tioning and operating condition, guaran- SAP Solution Manager
aspects of the operations need to be teeing system availability and required
implemented, enhanced, or adjusted. performance levels to support the exe- During the scope definition, you also
cution of the enterprise’s business need to identify which SAP compo-
In most cases, companies already have operations. nents, support for business processes,
an existing support organization and and interfaces are being implemented
operations, but they need to integrate For example, mission-critical solutions and need to be considered for
new parts of the solution or a new so- require 24x7 availability, which has im- operations.
lution into the existing operations. In plications for the way you need to mon-
some other cases, companies need to itor and maintain the application and the Finally, you must decide what kinds of
start from the beginning. systems. support you will implement as part of
Run SAP.
Since SAP provides a set of standards Scope Definition
and tools to run operations, your orga- Once the operational requirements are Technical Requirements and
nization needs to identify the gaps in clear, you need to define what part of Architecture
the solution operations to ensure high the operations you need to implement, To implement operations, you need a
availability of business processes and enhance, or optimize in order to meet technical infrastructure. This technical
systems. the business requirements. To define infrastructure includes tools to support
the scope, you can use the SAP stan- the different support and operations
The output of this phase is the defini- dards for solution operations discussed processes, such as end-user support,
tion of the kind of support processes above to identify the gap. You also monitoring, change management, and
that will be implemented and the techni- need to identify the following: so on. In this phase, you need to deter-
cal infrastructure required to do this. mine how the technical infrastructure
9

10. The first step to efficient operations of
end-to-end solutions is to ensure the
specialization of organizations. Dedicat-
ed stakeholders are responsible for dif-
ferent objectives. You can arrange the
stakeholders into different organiza-
tions that can be grouped largely into
two key organizational areas: business
unit and IT. While the names of the
organizations may differ from company
to company, their function is roughly
the same. They run their activities in
accordance with the corporate strate-
gy, the corporate policies (for example,
corporate governance, compliance,
For the setup of operations, the road map for and security), and the goals of their
organizations.
Run SAP provides detailed information, including
accelerators and best-practices documents for ways Solution Transition to Enterprise
Service-Oriented Architecture
to do the implementation. A clear IT strategy is a key success
factor for effective operation of busi-
ness processes and systems. For the
needs to be implemented (for example, need to be set up. During the project support organization, it is important to
global versus local infrastructure). SAP setup, you plan the projects and the understand the IT strategy to determine
Solution Manager serves as the appli- next steps following the Run SAP the impact on the operations and how
cation management infrastructure for methodology. the operations need to be adjusted or
operations. On the basis of the defined enhanced to be able to support the
scope, you need to determine the ar- You need to consider implementing strategy. The solution transition to en-
chitecture, the structure, and the sizing end-to-end solution operations as an terprise service-oriented architecture
required for SAP Solution Manager, implementation project. (enterprise SOA) includes topics such
considering which kinds of support will as readiness for enterprise SOA, up-
be implemented or enhanced. Governance Model for Operations grade strategy and planning, capacity
The governance model describes the management, and so on.
Project Setup mission of the IT operation. You de-
Normally, the implementation of the scribe the mission by defining the orga- Supporting and operating enterprise
operations occurs in parallel with an nization, the standards, and the pro- SOA means higher responsibilities.
implementation, upgrade, or enhance- cesses (that is, the who, what, and This is especially true for the IT depart-
ment project. As a result of the scoping how) on the basis of the fundamentals ments that must ensure that the under-
and assessment sessions, you define of the corporate strategy and policies lying technology guarantees the reliabil-
which parts of the operations need to (that is, the why). ity, availability, data consistency, and
be implemented and which projects agreed performance of services that
are part of the business processes.
10

11. The goal of the solution transition to dents in operations of mission-critical • Change control management
enterprise SOA is to support your IT applications can cause severe business Change control management is the
organization on its way to enterprise loss if they are not properly managed, process to enable the deployment
SOA and in running an existing enter- their root cause identified, and correc- and the analysis of changes that
prise SOA. This includes not only the tive action taken. The incident manage- need to be addressed in order to
technical but also the organizational ment standard defines the process and ensure that changes are executed
readiness. tools required to manage the collabora- without disruption of the ongoing
tion between the involved parties to re- business. The standard covers two
Design of Operations solve incidents in time. major areas of change control:
change deployment and change
The purpose of this phase is to design Normally, companies already have an diagnostics.
the operations on the basis of the re- existing incident management process • Test management
sults of the assessment and scoping and the corresponding tools. However, The goal of testing is to ensure the
phase. Basically, you need to create a when a new solution goes live, you normal flow of the processes. The
business blueprint of your operations need to ensure that the existing proce- test management standard includes
processes or define what you need to dures can handle the new solution and not only functional testing but also
do to enhance or modify existing can meet the service-level agreement integration and volume testing.
procedures. with the users of the solution.
SAP Solution Manager provides tools
In this phase, you define the opera- The support desk functionality in to support change management.
tions. This includes the following SAP Solution Manager enables your
information: organization to implement incident
• How the processes are going to work management.
• Which tools are required to imple-
ment the support for the processes Change Management Concept
• How to train your support Change management enables the
organization planning and management of changes,
• Which services are required from minimizing the risk through the use of
SAP standard processes for each of the
changes. A proven change manage-
Figure 2 lists the standards, and the fol- ment concept is a key success factor
lowing sections explain the key areas for ensuring the stability of business
to take into account. processes and systems.
End-User Support Concept Change management includes:
The support for end users after the go- • Change request management
live stage is a critical success factor for The goal of the change request man-
the acceptance of the solution as well agement standard is to efficiently and
as for the normal flow of the business punctually implement changes to
processes. SAP applications with minimal risks,
using standardized methods and pro-
One of the most critical operations pro- cedures to ensure the stability of the
cesses is incident management. Inci- systems and processes.
11

12. SAP Active Global Support provides services across the ness processes. Business process and
interface monitoring describes best
Run SAP methodology implementation cycle to support practices for monitoring and supervi-
you in implementing operations and providing knowledge sion of the mission-critical business
processes, including critical interfaces.
transfer to your support organization. Exception handling explains how to de-
fine processes and procedures to man-
age exceptions and error situations
Application Management Concept • Remote supportability during daily business operations. Possi-
The goal of this concept is to provide To be able to receive fast, safe, and ble results are smoother business exe-
the assistance required to analyze and remote support to analyze problems, cution and an optimized total cost of
solve incidents and problems. Applica- companies need to have SAP Solu- operations.
tion management includes several tion Manager to connect to the SAP
tasks, from solution landscape plan- network and get remote support. Data Volume Management
ning, to implementation, to handling Because of the tendency to run highly
and execution of changes coming from Business Process Operations interconnected systems (internal and
business units, to documentation of Concept external) and the business needs to
standards, to assurance of remote sup- To ensure availability of business pro- have data instantly accessible, data vol-
portability. The key interface between cesses, you need a comprehensive umes are growing and growing. This
business and IT is the application man- concept to manage business process- has an impact not only on performance
agement organization. es end-to-end. The business process but also on your overall operations.
operations concept includes the topics Therefore, you need to define a con-
The application management concept covered in the following sections. cept of how to manage data growth by
defines how the support organization avoiding data creation, archiving data,
will handle the following topics: Business Process and Interface and deleting data. The data volume
• Minimum documentation Monitoring and Exception Handling management standard helps increase
This includes the documentation of To increase availability of business pro- the availability of your solution because
the system landscape, business pro- cesses, you need to define a concept administration tasks such as software
cesses, and interfaces. This is a key to monitor the core business process- upgrades, database reorganization,
success factor for problem resolution es and define error-handling procedures data backups, or data recovery can be
since this information needs to be ac- to be able to react to critical situations. done in less time. In addition, you can
curate to speed the problem resolu- In the design of operations phase, you reduce the time needed for managing
tion process and ensure change man- need to identify the critical business disk space and benefit from more effi-
agement and know-how transfer to processes and exception situations and cient use of resources such as hard
the organization. the ways to handle those exceptions. drives, memory, and CPU.
• Root cause analysis This includes identifying the correspond-
Clear procedures and relevant tools ing tools for the processes. For exam- Job Scheduling Management
are key success factors for enabling ple, SAP Solution Manager offers the Job scheduling management deter-
you to analyze the cause of prob- functionality to monitor your business mines in what sequence you have to
lems. SAP Solution Manager pro- processes. execute different activities (online and
vides the required tools to conduct background), while considering existing
root cause analysis for code from The standard of business process and limitations and avoiding bottlenecks, to
both the ABAP™ programming lan- interface monitoring and that of excep- meet given processing deadlines. There
guage and Java. tion handling describe a model for the are two main reasons for scheduling
management of mission-critical busi-
12

13. monitoring procedures, and eventually
create corrective tools to solve incon-
sistencies. This requires profound
knowledge of the application as well as
the involved interfaces.
Custom Development Management
Concept
Custom code comprises the compo-
nents that have been developed to
complement the standard application
portfolio in order to achieve a particular
functionality not delivered within the ap-
plication standard. Custom code can
be an application developed on top of
SAP software or an application devel-
oped next to the software and interfac-
restrictions: time and hardware re- Job scheduling addresses issues of ing with the rest of the application land-
sources (CPU, main memory, network time constraints and resource limita- scape. It is not enough to develop the
capacity, and so on). Additional restric- tions. In a productive solution land- custom code; you need to have a con-
tions may exist as a result of depend- scape, you need to execute online and cept of how to maintain new code, how
encies between different activities with- background activities as well as mainte- to deploy the code, how to monitor the
in the same system or even across nance and administration tasks. Job processes, and how to manage excep-
system borders. scheduling leads to reduced costs, less tion situations. These concepts need to
people resources, better resource us- be part of the code design in the de-
Job scheduling management includes age, and better timing through automa- sign of operations phase, with the stan-
the definition of roles and responsibili- tion. With load balancing, the resource dards defined in this phase and then
ties as well as procedures for planning, usage can be optimized. implemented and optimized during the
controlling or scheduling, and monitor- operations and optimization phase.
ing of all system-related and business Transactional Consistency and Data
process–related operational activities Integrity Management Technical Operations Concept
for a system landscape. All these activi- Data inconsistencies can lead to im- To run your SAP software, you need
ties should be performed centrally and mense costs. In addition, business pro- to define a concept for technical opera-
are defined as follows: cesses that are supported by inconsis- tions that includes system administra-
• Planning is the process of collecting tent data can lead to downtime of your tion and system monitoring. Your con-
information on which background solution until the root cause is identi- cept depends on the SAP components
jobs have to be run and then deciding fied and data is corrected. By prevent- being implemented. In the design of op-
which job should be run at what time. ing and detecting data inconsistencies erations phase, you need to define the
• During scheduling, you enter the job as early as possible and utilizing de- underlying technology to monitor your
data into the system landscape. fined error-handling procedures, your landscape and SAP software and learn
• Monitoring ensures that the back- daily business operations can be pro- how to operate the solution.
ground jobs are running correctly – tected. In the design of operations
for example, at the dedicated time – phase, you need to identify the areas SAP Solution Manager serves as a
and do not cancel or produce errors. for potential inconsistencies, define central application management
13

14. solution. With SAP Solution Manager, detailed information, including accelera- also check if and prove that the require-
you can combine technical information tors and best-practices documents for ments to run the application are met.
– such as key performance indicators ways to do the implementation. These include service-level agree-
and performance information – with ments, performance of the business
business process–related information. The setup of operations follows the processes and software, integration,
It supports the whole solution life cycle, same structure as that in the design of and so on.
from the implementation to the opera- operations phase:
tion of SAP and non-SAP software. • End-user support implementation This phase includes the following topics
• Change management implementation in general:
IT Infrastructure Management • Application management • Knowledge transfer training and certi-
Concept implementation fication – end-to-end solution opera-
Run SAP focuses on managing the • Business process operations tions trainings and certifications
business processes and the SAP implementation • Final testing and sign-off
software components. In addition, your • Custom development management • Transition into production
company needs to manage the underly- implementation • Handover
ing infrastructure to run SAP applica- • Technical operations implementation
tions. This includes the following areas: • IT infrastructure management Operations and Optimization
• Access management implementation
• Mainframe management The primary goal of this phase is to en-
• Server management and support In this phase, you can use the imple- sure the normal operations of the busi-
• Network management mentation methodology documents ness processes and the solution land-
• Storage and archiving as well as the best-practices docu- scape in order to meet the business
• Directory services management ments, which describe how to do requirements. To do this, you need to
• IT operations the setup. establish procedures in advance to
• Desktop support monitor the solution (business process-
• Middleware management As a result of this phase, you will have es and systems) and put in place a sup-
• Internet and Web management an implemented and tested operations port organization with the right skills
concept and will be ready to start and knowledge.
To manage this infrastructure, SAP operations.
partners support the best practices The secondary goal of this phase is to
and standards needed. Most support Handover into Production optimize and improve the solution and
organizations use the information its operation in order to reduce TCO or
technology infrastructure library (ITIL) This phase describes the activities avoid additional cost. In general, this
methodology to do this. required to start the operations of the phase consists of reactive and proac-
SAP solution. The objective is to en- tive activities. These activities include
Setup of Operations sure that the support organization can the daily operations of the solution af-
manage the SAP solution and that all ter implementing the solution.
The purpose of this phase is to imple- the processes and tools required are in
ment end-to-end solution operations on place and have been tested. This is a
the basis of the plan made during the “phase gate” to ensure that the opera-
previous phase. To help you do so, the tions of the solution have been imple-
road map for Run SAP provides more mented and tested. In this phase, you
14

15. tRAInIng And CeRtIFICAtIon
SAP offers several training courses tion operations in the different phases E2E100 E2E Root Cause Analysis
or empowering workshops to facilitate of the road map for Run SAP, whose (Five-Day Course)
knowledge transfer to your support standards and best-practices configura-
organization. The training and certifica- tion settings are provided by SAP. E2E root cause analysis training enables
tion of Run SAP provides companies, you to leverage root cause analysis
partners, and SAP consultants with the E2E050 E2E Solution Scope and standards and resolve problems in
methodology to implement end-to-end Documentation heterogeneous IT landscapes quickly
solution operations as well as the SAP (E-Learning Course) and permanently. The end-to-end root
standards for solution operations. SAP cause analysis course provides you
offers the following training. The end-to-end (E2E) solution scope with best-in-class knowledge and skills
and documentation training is the foun- to run the diagnostics functionality of
E2E040 Run SAP – End-to-End dation for the end-to-end courses 100 SAP Solution Manager on the full breadth
Solution Operations through 400. The course provides a of solution operations. A higher level
(Two-Day Course) general overview of how to plan and of availability of your IT solution leads
develop business scenarios and pro- to less work for your IT organization,
This training course provides technical cesses quickly and maintain them with lower TCO for you.
and application consultants, as well as cost-effectively with the help of SAP
implementation and operation partners, Solution Manager. Based on SAP
with an overview of SAP standards know-how, methods, best-practices
for solution operations and the tools documents, and tools, E2E solution
required to successfully support an scope and documentation training helps
SAP solution landscape. The focus of you ensure efficient management and
this training is on the Run SAP method- implementation of all of your solutions.
ology and the understanding of what
needs to be done to implement solu-
15

16. E2E400 E2E Technical Upgrade
Management
(Two-Day Course)
E2E technical upgrade management
training guides you through the upgrade
project to manage challenges, such as
project management, efficient testing,
and minimization of downtimes; adapta-
tion of applications and modifications;
and knowledge transfer to end users.
With the best-in-class knowledge that
E2E technical upgrade management
training provides, you will become
competent in the skills required to
successfully execute and manage
technical upgrade projects that repre-
E2E200 E2E Change Control E2E300 E2E Solution Support – sent mission-critical operations. By
Management Integration and Automation reducing the risk and cost of technical
(Five-Day Course) (Five-Day Course) upgrades in the future, your business
will benefit from continuous improve-
This course introduces you to change This course focuses on the areas of ments to mission-critical enterprise
control concepts, which coordinate and business process and interface moni- solutions, ensuring a decisive market
optimize how changes are introduced toring, job scheduling management, lead.
into a software landscape. By ensuring business process performance optimi-
that changes do not conflict with each zation, data consistency management,
other, and do not disrupt ongoing busi- and data volume management. These
ness, you ensure improved quality of standards help you streamline planning
the software landscape and higher and integration of business-critical
availability of IT solutions. End-to-end processes in heterogeneous IT land-
change control management training scapes. Aiding you with improved busi-
provides you with the know-how to effi- ness processes, performance, and
ciently handle changes to solutions, data consistency of your solutions and
which is vital to achieving operational optimized use of hardware resources,
excellence in your business and cutting E2E solution support integration and
TCO significantly. automation training helps your business
contain costs.
16

17. SAP SolutIon MAnAgeR
SAP Solution Manager is the applica- cess and system monitoring, service
tion management solution that enables desk, and minimum documentation.
you to implement end-to-end solution Run SAP methodology is available
operations. With SAP Solution Manag- with SAP Solution Manager. Run SAP
er, you gain the support of several describes how to implement solution
functions required to run operations, operations using the functionality pro-
such as root cause analysis, change vided in SAP Solution Manager.
request management, business pro-
Implementation of SAP® solutions Solution monitoring
• SAP methods and tools • System monitoring
• Global rollout • Business process
• Customizing synchronization monitoring
ion
• E-learning management at • Central system
t
O
en
• Test management administration
pe
Implem
ratio
• Solution reporting
Core Business • Service-level reporting
ns
Processes • SAP EarlyWatch® Alert
Upgrade of SAP solutions
Service desk
• SAP methods and tools
• Best-practices docu-
• E-learning management
Op
tim ments for messaging
• Test management
ization
• Integration of third-party
help desks
Root cause analysis
• Safe remote access
• Performance
Change request management Delivery of SAP Services measurement
• Following of ITIL standards offerings • Logs and dumps
• Maintenance processes • On-site/remote delivery • Traces
• Issue management • Technical configuration
Figure 4: Support for the Application Life Cycle with SAP Solution Manager
17

18. SuPPoRt SeRvICeS
The SAP Active Global Support organi- For further information about the Run
zation supports the implementation of SAP methodology, please visit us on the
Run SAP with offerings such as SAP Web at www.service.sap.com/runsap.
MaxAttention™ support option, SAP
Safeguarding services, and the SAP
Enterprise Support services. The SAP
Services organization provides servic-
es and project support across the Run
SAP methodology implementation cy-
cle to assist you in implementing opera-
tions and providing knowledge transfer
to your support organization.
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