This document discusses how companies can implement ITIL practices when using SAP applications. It provides an overview of SAP customers in Georgia and discusses two implementation options for SAP: the ASAP roadmap and FOCUS roadmap. It describes how SAP encourages the use of ITIL and supports ITIL v3 concepts through tools like Run SAP and SAP Solution Manager. The document presents two case studies, one on implementing a service desk solution and one on solution and system monitoring tools. It concludes by advertising an upcoming ASUG meeting and asking attendees a question.

1. ITIL at Companies with SAP ]
[ JUERGEN LINDNER
SAP POINT OF CONTACT
MEMBER SINCE: 1998
[July 29, 2009
Robert.Max@asug.com
[ LINDA WILSON
ASUG INSTALLATION MEMBER
MEMBER SINCE: 1999
[ ATUL PATANKAR
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2000

2. [ What We’ll Cover …
 Overview of SAP Customers
 Implementing SAP
 SAP and ITIL
 Additional Case Studies and Discussion
 Wrap-up
2
Real Experience. Real Advantage.

3. [ Who Uses SAP in Georgia?
Real Experience. Real Advantage.

4. [ Diversity in Organizations that Use SAP
 Fortune 500 Companies – Coca-Cola, Coca-Cola
Enterprises, Delta Airlines
 Private corporations – Georgia Pacific
 Small to medium size companies – Cryolife, Mohawk
Industries, Graphics Packaging
 Public Sector – Fulton County, DeKalb, CDC
Real Experience. Real Advantage.

5. [ What We’ll Cover …
 Overview of SAP Customers
 Implementing SAP
 SAP and ITIL
 Additional Case Studies and Discussion
 Wrap-up
5
Real Experience. Real Advantage.

6. [ Implementation Option 1– ASAP Roadmap
Best Practices built into the SAP toolset
 Management of the implementation project and SAP solution
 Aligned with industry standards and procedures (PMI PMBOK®, ITIL)
 Specific to implementation of SAP solutions
Accelerated SAP Toolset
SAP Solution Composer SAP ASAP Roadmap SAP Solution Manager
Aligns customer’s business Offers AcceleratedSAP Facilitates efficient solution
requirements to SAP solutions roadmap composed to fit design, documentation,
specific project needs configuration, testing and
operations of SAP solutions
Supports greater customization /Occurs repetitively
Real Experience. Real Advantage. 7

7. When used properly, a roadmap will provide guidance on the following:
[ Roadmap Adds Value to the Implementation
Who
Why and how
participates
you should do it
What to do,
and when to
do it
Accelerators,
Samples,
Templates
Real Experience. Real Advantage.

8. [ Implementing SAP – FOCUS Roadmap
Leverage the industry experience from 1000’s of
implementations in your industry to Reduce Customization
SAP SAP and Business
SAP and Business Customer
SAP Partners
Partners Customer
SAP Customer
SAP
Life Sciences Packaged Specific
Core Solution
Solution Configuration
Faster and less costly – Examples include AJC and Cryolife
Real Experience. Real Advantage. 9

9. [ What We’ll Cover …
 Overview of SAP Customers
 Implementing SAP
 SAP and ITIL
 Additional Case Studies and Discussion
 Wrap-up
10
Real Experience. Real Advantage.

10. [ SAP Encourages their Customer’s use of ITIL
SAP Applications are
“Mission Critical” and
complex.
World Class Service
and Support Processes
are needed
Organizations are “ripe”
for improvements in
their service processes
Published 2006
Real Experience. Real Advantage. 11

11. [ SAP Supports ITIL v3 with Run SAP
Real Experience. Real Advantage. 12

12. [ Run SAP is ITIL v3 Concepts in Practice
Real Experience. Real Advantage. 13

13. [ Every Customer has SAP Solution Manager
Solution Manager
standardizes essential
SAP application
Management Tasks
 Provides tools, content and best
practices during the complete solution
life-cycle
 Mandatory for all Business Suite 2005
and beyond customers
 Supports all E2E solution Operation
Standards
Every customer must activate certain
foundational capabilities. The rest of
Solution Manager’s functionality is
optional.
Real Experience. Real Advantage. 14

14. Resources – SAP IT Services &
[ Application Management
 Pocket guide on SAP’s ITIL
adaptation, by Liane Will and Sabine
Schöler
(SAP Press)
 Adaptation and enhancement for
requirements of SAP operations according
to the ITIL standard, particularly for
application management processes and
integration processes between IT Service
and
application management
 SAP tools and services supporting the
implementation of processes
 Reference to the optimization of business
German edition, March 2006 management in the environment of
ISBN: 3-89842-795-1
English edition, June 2006 ISBN-10: 1592290949
SAP landscapes
Real Experience. Real Advantage. ©

15. [ Implementation of
SAP solutions
Solution Monitoring
 System monitoring
 SAP methods & tools  Business process monitoring
 Global rollout  Central system administration
 Customizing sync.  EarlyWatch Alert / SL reporting
 E-learning mgmt.  Solution reporting
 Test management
Upgrade of SAP
Solutions CORE
Service Desk
 Upgrade Roadmap BUSINESS
 Best Practices
 E-Learning Management PROCESSES for messaging
 Test Management  Integration of
 Configuration Management 3rd-party help desks
 Solution Manager
Diagnostics
Change Request Delivery of
Management SAP Services
 Follows ITIL standards  Onsite/remote delivery
 Maintenance processes  SAP Safeguarding
Real Experience. Real Advantage. 16

16. [ SAP Operations Competence Assessment
Optional service from SAP
Strategic Support Topics
 SAP Support Organization  Service Levels and  Information Management
 Support Strategy Communication  Internal Marketing
 Roles, Tasks and  SAP Contract Management  Management of Customer
Responsibilities  Training Management Satisfaction
SAP Application System/Netweaver IT Service
Management Management Management
Business Process Technology Service Support
Management Management  Incident Management
 Business Process Analysis  Availability Management  Problem Management
 Business Process Monitoring (technical realization)  Service Desk
 Master Data Management  Backup/Recovery  Change Management
 Data Management and  Database Management  Release Management
Archiving  Monitoring (SAP Basis)  Configuration Management
 Program Scheduling  Regular Administration Tasks
Management (housekeeping)
 Interface Management  Output Management Service Delivery
 Process Monitoring  Service-Level Management
 Availability Management
 Capacity Management
 Financial Management
 Continuity Management
Real Experience. Real Advantage.

17. [ What We’ll Cover …
 Overview of SAP Customers
 Implementing SAP
 SAP and ITIL
 Additional Case Studies and Discussion
 Wrap-up
18
Real Experience. Real Advantage.

18. [ Case Study - Service Desk Solution
Remedy from BMC SolMan at Coca-
at Coca-Cola Cola Enterprises
Enterprises Asset and
Service Desk Configuration
Asset & Configuration Repository
Management SAP Services –
Change Management Software Maintenance
and Break/Fix
Problem Management
NOTE: Industry Leading
Solution NOTE: Required for
Sofware Licensing and
Maintenance
Can Remedy support the ITIL Processes at a SAP-Centric Organization? Yes
• 2004 –Project Pinnacle –SAP expands from N. American Supply Chain Solution into the foundational
solution for CCE’s Core Business Processes (Financials, HR, Procurement, Manufacturing and Warehouse
Management)
• 2006 -Remedy, already utilized by the Help Desk, becomes the Incident, Problem, Change Management
Solution. Next Step – Configuration Management.
• Remedy has not expanded to support Service Delivery Processes – Service Level, Capacity, Continuity,
Financial and Availability
Real Experience. Real Advantage. 19

19. [ Case Study - Service Desk Solution
 The complexity and mission critical nature of SAP
promotes an improvement in Service Desk Processes
 SAP is only one component of IT’s services
 IT can leverage their existing software tools
 SAP does require a repository of base configuration
information be maintained within Solution Manager
Real Experience. Real Advantage. 20

20. [ Case Study: Solution and System Monitoring
Tools Monitor SAP Infrastructure – Admin Teams
HP/Mercury Business SAP Solution
Business SAP Processes Bolt-Ons
Availability Solution
Center Service Messaging
Manager
Levels Database
Server/Storage
IBM Events & Network
Tivoli Alerts
Data Center
ESM Software introduced to support SAP’s complexity and mission critical nature
• 1998 –Project Infinity at The Coca-Cola Company led to the creation of a Global Systems Management
Center utilizing HP Openview Network Management and BMC Patrol System Management Consoles
• 2005 –Project Pinnacle at CCE led to the Implementation of IBM Tivoli Enterprise Console for Event and
Alert Management of servers, SAP software and interfaces
• 2007 – CCE implemented HP’s Business Availability Center already utilized at The Coca-Cola Company to
continuously monitor end-user response time and application availability
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• Key Indicator of Success – Service Center notified of an incident before users call.
Real Experience. Real Advantage.

21. [ Case Study: Solution and System Monitoring
 Many SAP implementations drive an implementation or upgrade of
ESM tools
 Many other infrastructure components contribute to the availability
and performance of SAP
 SAP solutions in this area are SAP Centric
 Other ESM software solutions can accept and correlate SAP event
messages
 SAP does require a repository of base configuration information be
maintained within Solution Manager to meet their commitment to
provide support solutions
 Organizations that utilize AMS providers can still get full visibility into
solution performance
Real Experience. Real Advantage. 22

22. [ An Opportunity to Learn More about SAP at the
Georgia Chapter of the Americas’ SAP Users Group – Upcoming
Date:
Start Time:
9/18/2009
8:00 AM
Meeting
]
End Time: 7:00 PM
The Coca-Cola Company
Location:
One Coca-Cola Plaza
Installation Members
Register Associate Members
today as: Individual Members
Test Drive – (Contact me)
Real Experience. Real Advantage. 23

23. [ Your Turn!
Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com
Question for ITIL Practitioners in the Audience
Is SAP different from other IT applications?
24
Real Experience. Real Advantage.