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SUCCESSFUL CHARM IMPLEMENTATION
     VALIDATED ENVIRONMENT
Key Learning's



    Learn functions of SAP Solution Manager

    Understand ChaRM (Change Request Management)

    ChaRM in a Validated Environment

    Work Center for ChaRM

    Introduction to RunSAP Methodology

    List of some of the key challenges

    What are the key benefits and ROI


2
About Alpha Sirius Inc.




Alpha Sirius Inc Facts:                            Our core competencies lie
•   Founded in 1998.
                                                   in several areas of SAP ® :
•   Expertise in project management, portfolio
    management Operations Optimization             Program Management
•   Provides end-to-end solution development       Portfolio Management
    caused by disparate functional and             Application Life Cycle Management
    technical implementation processes.            Change Management
•   Delivers value by bridging this gap by         Training & Development
    providing consulting services and              Systems Management
    implementation assistance with tools such
    as Solution Manager.                           Offshore Support/Development
•   One of the first certified partners with SAP
    for Run SAP Methodology
About Alpha Sirius Inc.

Who are we?

• Headquarters : Jersey City, N.J.
• Branches and affiliates in Texas, California, Germany. Denmark
  and India.
• Global IT and Project Management Consulting Firm
• SAP Partnerships
  • Run SAP partners
  • SAP Services Partners


  1st consulting partner to successfully meet the consulting requirements
  for the Run SAP partnership
You provide the best tools for your
business
Shouldn’t you have the best to run your
business?

ANSWER
SAP SOLUTION MANAGER
Learning Points

•    Learn how a pharmaceutical company enhanced their
    Change Management process in a validated
    environment by eliminating manual processes and
    implementing Solution Manager ChaRM.
•   Understand how detail processes were adapted for
    Normal, Urgent and GxP changes.
•   Find out how ChaRM helped SAP COE and business
    teams by providing comprehensive change and
    traceability information and enabled them to focus on
    innovation rather than support.
•   Get a peek into new and additional functions the
    customer is planning to implement to enhance and
    optimize their SAP Solution.
•   Get a comprehensive look on the vision, strategy and
    experiences of SAP COE at the customer for enabling
    Solution Manager.
Current SAP Solution Management


      Managing transports in spreadsheets

          Still approving changes via E-mail



    Difficulty adhering to Governance




Overlapping issues with project and support landscape


                      Problems with traceability and audits
What Is Solution Manager?

• Solution Manager manages your entire solution end to end,
  from discovery, implementation, operations, support,
  enhancements and upgrades
• It’s a tool that follows the ASAP methodology and centralizes
  the implementation, support and operations of a SAP Solution
• Provides content and tool sets to successfully implement and
  efficiently manage a SAP Solution
• A product that will be utilized by
   –   IT/IS team
   –   PMO
   –   QA
   –   Change Management
   –   Governance and auditors
   –   Business Process Managers
• Simply everything you need to manage your SAP solution!
Uses of Solution Manager
                                Quality Management                 Change Management
                                                                   • Change Administration
                                •Test planning/Administration
                                                                   • Project Management
                                •Manual/Automated testing          • Change Logistics
                                •Integration to 3rd party tools   • Governance/Audits



                                                                                             IT/Infrastructure
                                                                                             • Transport migration
       Functional Technical                                                                  • Support pack/upgrades
       •IMG Configuration                                                                    • Solution/Systems monitoring
                                                                                             • SAP interaction
       •ABAP Development
       •Customizing Synchronization
       •Security/Authorizations




    Project Management                                                                       Governance/Audits
                                                                                             • Industry governance
    • ASAP/Roadmaps
                                                                                             • Corporate Governance
    • Document Management
    • Project Administration                             SOLUTION                            • Findings/verifications
                                                                                             • Validations
    • Training Administration
                                                         MANAGER



9
Solution Manager Experience

   Client                       Situation                                            Solution
Global            • Started a global SAP implementation        • Implemented and managed Solution Manager for;
Electronics       • 4 yr program with 200 project team             •   Implementation
Company             members                                        •   Document Management
                                                                   •   Issue Management
                  • Implemented R/3, APO and BW
                                                                   •   Training/E—Learning
                                                                   •   Service Desk
                                                                   •   Change Request Management
                                                               • Built a pro—type for BPM ( Business process
                                                                 Management)


Major             • Have been utilizing SAP for about 10 yrs   •Solution Manager installed – managed by Competency
Pharmaceutical    • Failures on audits and compliance issues   Center
Company           • No standard procedures for Change mgmt,    •Implemented Service Desk and ChaRM in 3 months
                    approval                                   •Utilized the functions and resolved the issues with
                                                               compliance

Subsidiary of a   • Started ECC implementation with limited    •Installed and implemented Solution Manager for
Beverage            experience and knowledge                   Implementation tools
Company           • Project went over budget and schedule –    •Setup best practices and ASAP methodology
                    lack of methodology and tracking tools     •Project successfully went live with in 6 months
Solution Manager Experience (cont.)


   Client                       Situation                                                Solution
Global           •Started a global SAP implementation            •Setup Solution Manager for Implementation
Pharmaceutical   •Completed a proto—type for one specific        •Utilized the Global templates functions – to build a
Company          location                                        global project and distribute at individual region
                 •Issues with global governance                  locations.
                 •Scope creep and major enhancements list        •Implemented ChaRM for projects
                 •Communication challenges with teams            •Implemented Service Desk based on Information
                 spread out worldwide                            Technology Infrastructure Library (ITIL) methodology
                                                                 •Extended Solution Manager functions for:
                                                                     •ChaRM for Operations
                                                                     •BPM — Business Process mgmt
                                                                     •Digital Signatures for FDA compliances




Beverage/Beer    •Upgrade project to ECC 6.0                     •Implemented Solution Manager
Company          •Limited documentation and history of earlier   •Utilized the upgrade Roadmaps
                 implementation                                  •Imported SAP history into Solution Manager using 3rd
                 •BASIS and functional teams spread out          party tools
                 world wide                                      •Project scheduled reduced by 30% — utilizing Solution
                 •Extended project schedule                      Manager upgrade functions
Change Request Management — ChaRM



Change Request Management is the efficient and punctual
implementation of SAP software changes with minimal risks
using standardized methods and procedures
 • Helps to synchronize changes between various transport tracks in ABAP and
   non-ABAP systems


Change Request Management includes:
 •   Emergency corrections
 •   Periodic maintenance
 •   Business process changes/Upgrades
 •   Governance – SOX, GxP, CFR Part 11




                                                                               12
Change Request Management — ChaRM (cont.)



Change Request Management strengthens the
strategy of SAP Solution Manager as SAP’s
application management platform, which:
• Ensures reliability
• Reduces Total Cost of Ownership (TCO) and increases Total Solution
  Value
• Bridges the gap between business requirements and IT administration
• Increases transparency




                                                                        13
Solution Manager for Change Management


       CHANGE             PROJECT         CHANGE
     MANAGEMENT         MANAGEMENT       LOGISTICS
     • Management of    • Project       • Test
       change             planning        execution
       Request
                        • Resources     • Technical
     • Categorization     and             support
     • Documentation      budgeting     • Transport
     • Approvals
                        • Software        management
     • Workflow
     • Reporting
                          changes       • Transport
     • Audits and
                        • Testing and     reporting
       verifications      test
                          management




14
What Does ChaRM Offer?

Change request status
 • By status type, priority, due date …

Execution of change requests
 • Change requests by organization, users, type …

Transports links to change requests and vice versa
 • Transport number attached to change request not the system change

Status of the transport
 • System, transparency

Link to service desk tickets

Change Administration
 • Approvals, types of changes, key pain points
Case Study — ChaRM in a validated environment

            • Large-scale global SAP operations
            • Multiple interdependent SAP Solutions/multiple development streams
            • No formal process for audits and tracking
            • Changes and approvals on the fly using e-mails
 Issue      • No retrofit and collision management – operations and implementation projects
            • Over 4000 transports and 50000 unique approvals in a year – no systematic
              tool



           • Designed and implemented Solution Manager ChaRM in 3 month period
           • Differentiated between normal, emergency, administrative and GxP corrections
           • Utilized Work center functions for ease and usability with end users
Solution   • Implemented extended reporting with Solution Manager BI features
           • Extended configuration – advanced workflow and notification process, digital
             signatures, extended log and audit trails



           • GxP compliant Change Management system with in 3 months
           • Easy to use, end to end change management process
           • Elimination of paper trail and scanned documents
           • Quick adoption both from SAP COE and end user groups
Result     • Reduction in BASIS head count
           • Shift and focus on continuous improvement and research and less time spent on
             day to day manual operations

                                                                                              16
Key changes - Extensions

Involved both the SAP COE and End user community in the design phase


Followed ―Alacrity Methodology‖ ( Alpha Sirius):
 • ChaRM demo
 • Basic setup and Proto-type
 • Extended design
 • Extended Configuration

Extended Configuration
 • Enhanced workflow and approval process
 • Incorporated digital signatures
 • Modified out going email to include specific information
 • Extended work center and Web Dynpro functions – direct access of the change request via
   email
 • Utilized BI reporting features to generate SLA’s and establish metrics

Extensive testing – involved SAP COE and end users in the testing process



                                                                                             20
SAP provides aligned methodologies along the solution
                                             lifecycle
             Run SAP provides a proven methodology to optimize the implementation
             and ongoing management of E2E Solution Operations.




    AcceleratedSAP (ASAP) provides a proven methodology to
      © SAP 2008 / 21
    streamline implementation and upgrade projects.
© SAP 2007 / Page 21
How can we implement End-to-End Mission-Critical IT
                               Operations?
SAP’s End-to-End Solution Operations addresses these challenges!

The ―Run SAP‖ Methodology
      Tools
      Work               Training &
              Centers (Tools)                  Services
                                                   SAP           SAP Standards for
                                                        Standards for
                          Certification
                                                    Solution Operations Operations
                                                                 Solution


                   End-to-End Root Cause Analysis


                   End-to-End Change Control


                   End-to-End Business Process Integration and Automation


                   End-to-End Enterprise SOA Readiness



      End-to-End SOLUTION OPERATIONS IS THE BASIS FOR
               MISSION CRITICAL IT OPERATIONS!
SAP Standards for Solution Operations cover all support processes


      Process Standards ―Change Request
Example:
Management‖ & ―Change Control Management‖

                                          Champs           PMO         Appl Mgmt         Tech Op
                                          Request
                                          Business
                                          Change *
                                                                         Implement
                                                                         Change

                                                         Monitor
                                                         Change          Test
                                                                         Change
                                                                                         Deploy
                                                                                         Change

                                          Sign-off
                                          Change

                                          *Business Changes = Request Adaptation or Request Project

•   Available Information
     –   White Papers
     –   Detailed technical description
     –   Training Courses
     –   Certifications
Change Request Management – Normal Correction
SAP Solution Manager
                                                                Feedback
Service Desk




                                     Service     Service
                                      Desk       Message                                  Requester
                                     Employee




                                                 Change
                                                                     Change
 Change Request Management




                                                 Request                            PRD
                                     Developer                      Manager

                                                                                Controlled transports

                                                 Change
                                                 Document   Maintenance Cycle
                                      Tester                                        QAS


                                                                                Controlled transports
                                  IT Operator

                   © SAP 2008 / 24                                                  DEV
Change Management Work Center

                                     Work Center Capabilities
                                     •Change Request Inbox
                                     •Change Document Inbox
                                     •Maintenance Transaction
                                     Overview
                                     •HotNews Display
                                     •Testing Tools

Central Tasks
•Create Change Requests (approval)
•Create Change Documents             Related Standards
(execution)                          •Change Request Management
•Maintenance Optimzer                •Change Control Management
•Testing                             •Testing
•Reporting
Enhanced Change and Transport
                            System (CTS+)



Connect Java Systems to standard CTS

Non-ABAP applications inherit all properties of the ABAP Change and Transport
System in terms of documentation, tracking and troubleshooting features

Manage transport of ABAP and non-ABAP-objects centrally


Allows combined transports for mixed objects (ABAP, Java, …)


Allows synchronized changes to business processes which run in ABAP and Java


100% compatible with SAP Solution Manager


 © SAP 2008 / 26
ChaRM –Correction Request




                            Change Request
                            created from a
                            Development
                            Request


                            Partner information
                            can be assigned
                            based on SAP
                            component and
                            organizational
                            structure



                            Customizable date
                            fields
Approving a Request




                      Validation team
                      to approve the
                      change request

                      Assignment of
                      CAB – Change
                      Advisory Board

                      Direct
                      notifications via
                      e-mail

                      Digital Signature
                      for Approval
Creating/Accessing Change Document




                               Access change
                               document from the
                               change request.


                               Select document flow
                               icon


                               To access the change
                               document, double click
                               on the Correction line
                               item.
Configuration/Developer’s role



                                 Process the Change
                                 Document – act as
                                 developer.


                                 The developer set the
                                 change document to ―in
                                 development‖, this will set
                                 a status of change
                                 document to ―in
                                 development‖, and
                                 generate task list.


                                 Action Log:
                                 •Go to task list
                                 •Log on to development system
                                 •Make some change in the
                                  development system,
                                 •Release the transport
                                 •Pass correction to test
Testing the Change



                     The developer can set a
                     status to “Pass Correction
                     to Test”

                     Notification sent to Tester for
                     the next step in testing


                     Test script can be attached as
                     a document
Testing the Change



                     The tester logs on directly to the
                     QA system


                     Action items:
                     •Confirm Successful test
                     •Reset status to Development
                     •Access Task Plan

                     Upon confirming – status value
                     automatically changes to:

                     •Successfully tested
                     •In-development (back to
                      developer)

                     Notification sent to Change
                     Manager


                     Digital signature for Successful
                     test status
Migrating to QA/Production system




                               Change Manager to validate,
                               approve and change status to
                               „Released for Production‟

                               Change Document status
                               changed to „To be imported‟


                               Notification sent to BASIS/IT
                               Operator
BASIS/IT Operator




                    BASIS/IT operator to import
                    correction to QA/productive
                    system.

                    Set the status change to „in
                    production‟

                    Digital signature for importing
                    the correction into Production
                    System
Confirmation/Completion of Change request



                                 BASIS/IT operator to import
                                 correction to QA/productive
                                 system.

                                 Set the status change to „in
                                 production‟


                                 Change request confirmed by
                                 the requestor
Typical workflow


           Message/
           Issue

End User
                         Help Desk


                          Change
                          Request

                                      Change
                                      Manager/
                                      CAB
                          Change
                          Document




BASIS      Tester         Developer


 PROD        QAS              DEV
Additional Functions

Reporting
 • Transaction Monitor for Message/change status
 • SLA/KPI reports with variants
 • Escalation Reports
 • Audit Reports
Link to Project Implementation
 • Link back the changes to specific business process and business step

Email Notifications

Segregation of Responsibility/Security Roles

Several Types Change Document
 • Urgent Correction
 • Normal Correction
 • Service Desk Change request
 • Administrative Change requests
Key Challenges


Evolution and adoption of the tool by customers
 • We have the tool installed, what do we do next

Current situation of SAP customers
 • Customers have been using SAP for a while, introducing Solution Manager
   at a later state is retroactive and a challenge
Adoption to new tool and new process

ChaRM functions for implementations and operations

“Digital signatures” not included as standard function
 • Standard requirement for many pharmaceutical and life-sciences
   companies
Still considered as a BASIS/Technical tool for monitoring


                                                                             38
Key Challenges (cont.)


Knowledge and experience in Solution Manager
• This is not just a BASIS job — it requires combined experience in
  SAP tools, project management, BASIS, functional and technical
  programming

Limited amount of reporting
• Current available reports are only summary reports
• Any cross reference reports (e.g.; specific objects modified for a
  change request are not available)




                                                                       39
Key Program Benefits



Centralized Change Management system for both projects and operations

Consistent documentation of all change requests

Automatic notifications, approval tracking and traceability

Reduced workload on IT specialist

Changes managed at process level and not at request level

Adherence to governance and industry requirements




                                                                        40
Key Program Benefits (cont.)

Streamlined integration into Service Desk — reduced management efforts of
Support Team
Direct interaction with SAP Support Team — can focus on resolving issues
and adapting to changes and not trying to understand the issue

Top-down and bottom-up reporting

Reduced workload on IT specialist

Transparency of transports and attached objects

Automated transports between Development and QA systems with out
manual intervention
Easy migration to production system for Go-live. No dependencies on spread
sheets and reconfirmations!



                                                                             41
Sneak Peek … Next Steps

Alpha Sirius, Inc. Developments
• Pharmaceutical and life sciences
  • Incorporation of Digital signatures for testing
  • Inclusion of CFR Part 11/FDA requirement for dual confirmation of
    change requests
  • Reporting Matrix to include transports and objects attached to a
    specific change request
  • Additional reporting for Risk Assessment and Validations
• 3rd party tools
  • Integration between Solution Manager and testing tools as Worksoft
  • Enhanced data downloads to MS Project
• Solution Manager
  • Enhanced reports with descriptions and detail texts on Issue
    Management
  • Advanced email and notification features
  • Access of the change request directly via email
  • Extended BI reporting for SLA metrics and Dashboards
Application Life Cycle Management




43
Solution Manager 7.1

      • ITIL aligned ITSM and ALM process
      • Single Source of Truth
      • Extension into shared services solution
        and other CRM capabilities
      • Aligned with Business Suite
        Enhancement package strategy
      • Enhanced Incident Management with
        Knowledge articles
      • Extended integration 3rd party tools
      • Solution Documentation for non-ABAP
        components
      • Upgrade Dependency Analyzer
      • Integration of Quality Gate Management
        and Change Request Management
Key Points

Solution Manager is not just a tool for BASIS early watch alerts

ChaRM in Solution Manager can be implemented before or after a SAP
implementation

Solution Manager is NOT just a BASIS function (you will need a functional consultant)


Solution Manager IS required for any future SAP services


ChaRM for implementation projects is different from Operations and support


CTS+ is an extension to ChaRM for non-ABAP systems

Solution Manager can be used for non-SAP systems as a Service Desk/Change
Management tool

Consider it as a project with the right budget and resources – NOT a 2 week task that
can be done by BASIS
Copyrights

No part of this document can be reproduced or transmitted in any form or for any purpose without the express permission of Alpha
Sirius Inc. The information cannot be changed with our notifying Alpha Sirius.

Some software products, services and names marketed by ASI which belong to other companies contain proprietary information of
those companies.

SAP is licensed software by SAP- AG and its affiliates and it’s the registered trademark of SAP.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
RBE Plus and RBE are copyrighted and licensed tools by IBIS-THOME

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document
serves informational purposes only. Alpha Sirius is not responsible for any changes and variation in the information provided.

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SUCCESSFUL CHARM IMPLEMENTATION IN A VALIDATED ENVIRONMENT

  • 1. SUCCESSFUL CHARM IMPLEMENTATION VALIDATED ENVIRONMENT
  • 2. Key Learning's Learn functions of SAP Solution Manager Understand ChaRM (Change Request Management) ChaRM in a Validated Environment Work Center for ChaRM Introduction to RunSAP Methodology List of some of the key challenges What are the key benefits and ROI 2
  • 3. About Alpha Sirius Inc. Alpha Sirius Inc Facts: Our core competencies lie • Founded in 1998. in several areas of SAP ® : • Expertise in project management, portfolio management Operations Optimization Program Management • Provides end-to-end solution development Portfolio Management caused by disparate functional and Application Life Cycle Management technical implementation processes. Change Management • Delivers value by bridging this gap by Training & Development providing consulting services and Systems Management implementation assistance with tools such as Solution Manager. Offshore Support/Development • One of the first certified partners with SAP for Run SAP Methodology
  • 4. About Alpha Sirius Inc. Who are we? • Headquarters : Jersey City, N.J. • Branches and affiliates in Texas, California, Germany. Denmark and India. • Global IT and Project Management Consulting Firm • SAP Partnerships • Run SAP partners • SAP Services Partners 1st consulting partner to successfully meet the consulting requirements for the Run SAP partnership
  • 5. You provide the best tools for your business Shouldn’t you have the best to run your business? ANSWER SAP SOLUTION MANAGER
  • 6. Learning Points • Learn how a pharmaceutical company enhanced their Change Management process in a validated environment by eliminating manual processes and implementing Solution Manager ChaRM. • Understand how detail processes were adapted for Normal, Urgent and GxP changes. • Find out how ChaRM helped SAP COE and business teams by providing comprehensive change and traceability information and enabled them to focus on innovation rather than support. • Get a peek into new and additional functions the customer is planning to implement to enhance and optimize their SAP Solution. • Get a comprehensive look on the vision, strategy and experiences of SAP COE at the customer for enabling Solution Manager.
  • 7. Current SAP Solution Management Managing transports in spreadsheets Still approving changes via E-mail Difficulty adhering to Governance Overlapping issues with project and support landscape Problems with traceability and audits
  • 8. What Is Solution Manager? • Solution Manager manages your entire solution end to end, from discovery, implementation, operations, support, enhancements and upgrades • It’s a tool that follows the ASAP methodology and centralizes the implementation, support and operations of a SAP Solution • Provides content and tool sets to successfully implement and efficiently manage a SAP Solution • A product that will be utilized by – IT/IS team – PMO – QA – Change Management – Governance and auditors – Business Process Managers • Simply everything you need to manage your SAP solution!
  • 9. Uses of Solution Manager Quality Management Change Management • Change Administration •Test planning/Administration • Project Management •Manual/Automated testing • Change Logistics •Integration to 3rd party tools • Governance/Audits IT/Infrastructure • Transport migration Functional Technical • Support pack/upgrades •IMG Configuration • Solution/Systems monitoring • SAP interaction •ABAP Development •Customizing Synchronization •Security/Authorizations Project Management Governance/Audits • Industry governance • ASAP/Roadmaps • Corporate Governance • Document Management • Project Administration SOLUTION • Findings/verifications • Validations • Training Administration MANAGER 9
  • 10. Solution Manager Experience Client Situation Solution Global • Started a global SAP implementation • Implemented and managed Solution Manager for; Electronics • 4 yr program with 200 project team • Implementation Company members • Document Management • Issue Management • Implemented R/3, APO and BW • Training/E—Learning • Service Desk • Change Request Management • Built a pro—type for BPM ( Business process Management) Major • Have been utilizing SAP for about 10 yrs •Solution Manager installed – managed by Competency Pharmaceutical • Failures on audits and compliance issues Center Company • No standard procedures for Change mgmt, •Implemented Service Desk and ChaRM in 3 months approval •Utilized the functions and resolved the issues with compliance Subsidiary of a • Started ECC implementation with limited •Installed and implemented Solution Manager for Beverage experience and knowledge Implementation tools Company • Project went over budget and schedule – •Setup best practices and ASAP methodology lack of methodology and tracking tools •Project successfully went live with in 6 months
  • 11. Solution Manager Experience (cont.) Client Situation Solution Global •Started a global SAP implementation •Setup Solution Manager for Implementation Pharmaceutical •Completed a proto—type for one specific •Utilized the Global templates functions – to build a Company location global project and distribute at individual region •Issues with global governance locations. •Scope creep and major enhancements list •Implemented ChaRM for projects •Communication challenges with teams •Implemented Service Desk based on Information spread out worldwide Technology Infrastructure Library (ITIL) methodology •Extended Solution Manager functions for: •ChaRM for Operations •BPM — Business Process mgmt •Digital Signatures for FDA compliances Beverage/Beer •Upgrade project to ECC 6.0 •Implemented Solution Manager Company •Limited documentation and history of earlier •Utilized the upgrade Roadmaps implementation •Imported SAP history into Solution Manager using 3rd •BASIS and functional teams spread out party tools world wide •Project scheduled reduced by 30% — utilizing Solution •Extended project schedule Manager upgrade functions
  • 12. Change Request Management — ChaRM Change Request Management is the efficient and punctual implementation of SAP software changes with minimal risks using standardized methods and procedures • Helps to synchronize changes between various transport tracks in ABAP and non-ABAP systems Change Request Management includes: • Emergency corrections • Periodic maintenance • Business process changes/Upgrades • Governance – SOX, GxP, CFR Part 11 12
  • 13. Change Request Management — ChaRM (cont.) Change Request Management strengthens the strategy of SAP Solution Manager as SAP’s application management platform, which: • Ensures reliability • Reduces Total Cost of Ownership (TCO) and increases Total Solution Value • Bridges the gap between business requirements and IT administration • Increases transparency 13
  • 14. Solution Manager for Change Management CHANGE PROJECT CHANGE MANAGEMENT MANAGEMENT LOGISTICS • Management of • Project • Test change planning execution Request • Resources • Technical • Categorization and support • Documentation budgeting • Transport • Approvals • Software management • Workflow • Reporting changes • Transport • Audits and • Testing and reporting verifications test management 14
  • 15. What Does ChaRM Offer? Change request status • By status type, priority, due date … Execution of change requests • Change requests by organization, users, type … Transports links to change requests and vice versa • Transport number attached to change request not the system change Status of the transport • System, transparency Link to service desk tickets Change Administration • Approvals, types of changes, key pain points
  • 16. Case Study — ChaRM in a validated environment • Large-scale global SAP operations • Multiple interdependent SAP Solutions/multiple development streams • No formal process for audits and tracking • Changes and approvals on the fly using e-mails Issue • No retrofit and collision management – operations and implementation projects • Over 4000 transports and 50000 unique approvals in a year – no systematic tool • Designed and implemented Solution Manager ChaRM in 3 month period • Differentiated between normal, emergency, administrative and GxP corrections • Utilized Work center functions for ease and usability with end users Solution • Implemented extended reporting with Solution Manager BI features • Extended configuration – advanced workflow and notification process, digital signatures, extended log and audit trails • GxP compliant Change Management system with in 3 months • Easy to use, end to end change management process • Elimination of paper trail and scanned documents • Quick adoption both from SAP COE and end user groups Result • Reduction in BASIS head count • Shift and focus on continuous improvement and research and less time spent on day to day manual operations 16
  • 17.
  • 18.
  • 19.
  • 20. Key changes - Extensions Involved both the SAP COE and End user community in the design phase Followed ―Alacrity Methodology‖ ( Alpha Sirius): • ChaRM demo • Basic setup and Proto-type • Extended design • Extended Configuration Extended Configuration • Enhanced workflow and approval process • Incorporated digital signatures • Modified out going email to include specific information • Extended work center and Web Dynpro functions – direct access of the change request via email • Utilized BI reporting features to generate SLA’s and establish metrics Extensive testing – involved SAP COE and end users in the testing process 20
  • 21. SAP provides aligned methodologies along the solution lifecycle Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations. AcceleratedSAP (ASAP) provides a proven methodology to © SAP 2008 / 21 streamline implementation and upgrade projects. © SAP 2007 / Page 21
  • 22. How can we implement End-to-End Mission-Critical IT Operations? SAP’s End-to-End Solution Operations addresses these challenges! The ―Run SAP‖ Methodology Tools Work Training & Centers (Tools) Services SAP SAP Standards for Standards for Certification Solution Operations Operations Solution End-to-End Root Cause Analysis End-to-End Change Control End-to-End Business Process Integration and Automation End-to-End Enterprise SOA Readiness End-to-End SOLUTION OPERATIONS IS THE BASIS FOR MISSION CRITICAL IT OPERATIONS!
  • 23. SAP Standards for Solution Operations cover all support processes Process Standards ―Change Request Example: Management‖ & ―Change Control Management‖ Champs PMO Appl Mgmt Tech Op Request Business Change * Implement Change Monitor Change Test Change Deploy Change Sign-off Change *Business Changes = Request Adaptation or Request Project • Available Information – White Papers – Detailed technical description – Training Courses – Certifications
  • 24. Change Request Management – Normal Correction SAP Solution Manager Feedback Service Desk Service Service Desk Message Requester Employee Change Change Change Request Management Request PRD Developer Manager Controlled transports Change Document Maintenance Cycle Tester QAS Controlled transports IT Operator © SAP 2008 / 24 DEV
  • 25. Change Management Work Center Work Center Capabilities •Change Request Inbox •Change Document Inbox •Maintenance Transaction Overview •HotNews Display •Testing Tools Central Tasks •Create Change Requests (approval) •Create Change Documents Related Standards (execution) •Change Request Management •Maintenance Optimzer •Change Control Management •Testing •Testing •Reporting
  • 26. Enhanced Change and Transport System (CTS+) Connect Java Systems to standard CTS Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation, tracking and troubleshooting features Manage transport of ABAP and non-ABAP-objects centrally Allows combined transports for mixed objects (ABAP, Java, …) Allows synchronized changes to business processes which run in ABAP and Java 100% compatible with SAP Solution Manager © SAP 2008 / 26
  • 27. ChaRM –Correction Request Change Request created from a Development Request Partner information can be assigned based on SAP component and organizational structure Customizable date fields
  • 28. Approving a Request Validation team to approve the change request Assignment of CAB – Change Advisory Board Direct notifications via e-mail Digital Signature for Approval
  • 29. Creating/Accessing Change Document Access change document from the change request. Select document flow icon To access the change document, double click on the Correction line item.
  • 30. Configuration/Developer’s role Process the Change Document – act as developer. The developer set the change document to ―in development‖, this will set a status of change document to ―in development‖, and generate task list. Action Log: •Go to task list •Log on to development system •Make some change in the development system, •Release the transport •Pass correction to test
  • 31. Testing the Change The developer can set a status to “Pass Correction to Test” Notification sent to Tester for the next step in testing Test script can be attached as a document
  • 32. Testing the Change The tester logs on directly to the QA system Action items: •Confirm Successful test •Reset status to Development •Access Task Plan Upon confirming – status value automatically changes to: •Successfully tested •In-development (back to developer) Notification sent to Change Manager Digital signature for Successful test status
  • 33. Migrating to QA/Production system Change Manager to validate, approve and change status to „Released for Production‟ Change Document status changed to „To be imported‟ Notification sent to BASIS/IT Operator
  • 34. BASIS/IT Operator BASIS/IT operator to import correction to QA/productive system. Set the status change to „in production‟ Digital signature for importing the correction into Production System
  • 35. Confirmation/Completion of Change request BASIS/IT operator to import correction to QA/productive system. Set the status change to „in production‟ Change request confirmed by the requestor
  • 36. Typical workflow Message/ Issue End User Help Desk Change Request Change Manager/ CAB Change Document BASIS Tester Developer PROD QAS DEV
  • 37. Additional Functions Reporting • Transaction Monitor for Message/change status • SLA/KPI reports with variants • Escalation Reports • Audit Reports Link to Project Implementation • Link back the changes to specific business process and business step Email Notifications Segregation of Responsibility/Security Roles Several Types Change Document • Urgent Correction • Normal Correction • Service Desk Change request • Administrative Change requests
  • 38. Key Challenges Evolution and adoption of the tool by customers • We have the tool installed, what do we do next Current situation of SAP customers • Customers have been using SAP for a while, introducing Solution Manager at a later state is retroactive and a challenge Adoption to new tool and new process ChaRM functions for implementations and operations “Digital signatures” not included as standard function • Standard requirement for many pharmaceutical and life-sciences companies Still considered as a BASIS/Technical tool for monitoring 38
  • 39. Key Challenges (cont.) Knowledge and experience in Solution Manager • This is not just a BASIS job — it requires combined experience in SAP tools, project management, BASIS, functional and technical programming Limited amount of reporting • Current available reports are only summary reports • Any cross reference reports (e.g.; specific objects modified for a change request are not available) 39
  • 40. Key Program Benefits Centralized Change Management system for both projects and operations Consistent documentation of all change requests Automatic notifications, approval tracking and traceability Reduced workload on IT specialist Changes managed at process level and not at request level Adherence to governance and industry requirements 40
  • 41. Key Program Benefits (cont.) Streamlined integration into Service Desk — reduced management efforts of Support Team Direct interaction with SAP Support Team — can focus on resolving issues and adapting to changes and not trying to understand the issue Top-down and bottom-up reporting Reduced workload on IT specialist Transparency of transports and attached objects Automated transports between Development and QA systems with out manual intervention Easy migration to production system for Go-live. No dependencies on spread sheets and reconfirmations! 41
  • 42. Sneak Peek … Next Steps Alpha Sirius, Inc. Developments • Pharmaceutical and life sciences • Incorporation of Digital signatures for testing • Inclusion of CFR Part 11/FDA requirement for dual confirmation of change requests • Reporting Matrix to include transports and objects attached to a specific change request • Additional reporting for Risk Assessment and Validations • 3rd party tools • Integration between Solution Manager and testing tools as Worksoft • Enhanced data downloads to MS Project • Solution Manager • Enhanced reports with descriptions and detail texts on Issue Management • Advanced email and notification features • Access of the change request directly via email • Extended BI reporting for SLA metrics and Dashboards
  • 43. Application Life Cycle Management 43
  • 44. Solution Manager 7.1 • ITIL aligned ITSM and ALM process • Single Source of Truth • Extension into shared services solution and other CRM capabilities • Aligned with Business Suite Enhancement package strategy • Enhanced Incident Management with Knowledge articles • Extended integration 3rd party tools • Solution Documentation for non-ABAP components • Upgrade Dependency Analyzer • Integration of Quality Gate Management and Change Request Management
  • 45. Key Points Solution Manager is not just a tool for BASIS early watch alerts ChaRM in Solution Manager can be implemented before or after a SAP implementation Solution Manager is NOT just a BASIS function (you will need a functional consultant) Solution Manager IS required for any future SAP services ChaRM for implementation projects is different from Operations and support CTS+ is an extension to ChaRM for non-ABAP systems Solution Manager can be used for non-SAP systems as a Service Desk/Change Management tool Consider it as a project with the right budget and resources – NOT a 2 week task that can be done by BASIS
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  • 47. Copyrights No part of this document can be reproduced or transmitted in any form or for any purpose without the express permission of Alpha Sirius Inc. The information cannot be changed with our notifying Alpha Sirius. Some software products, services and names marketed by ASI which belong to other companies contain proprietary information of those companies. SAP is licensed software by SAP- AG and its affiliates and it’s the registered trademark of SAP. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. RBE Plus and RBE are copyrighted and licensed tools by IBIS-THOME All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. Alpha Sirius is not responsible for any changes and variation in the information provided.