R/3 LOAD

1. Architecture of the R/3 System
Chapter 14

2. Problems of Enterprise-Wide
Computing
• Slow response time during peak traffic
loads
• Different time zones, systems, upgrades
• Heterogeneous database problem
• Multiple platforms

3. R/3 and Enterprise Computing
• Development of “middleware” enables portability
across platforms
– Technologies include:
• Db replication, messaging, XML, remote procedures
• R/3 supports:
– TCP/IP
– RFC
– SQL & ODBC
– OLE, MAPI, EDI

4. R/3 Server Installations
• 3-tier C/S preferred
– Homogeneous - same OS on one or more
platforms
– Heterogeneous - a variety of platforms ex.
UNIX, NT, Windows on application server
• UNIX with Oracle, Informix, DB2 on db server
– R/3 solves the distributed multiple
heterogeneous platform problem with
“middleware”

5. Benefits of Multiple Application
Servers
• An alternate server can be automatically
selected if one is unavailable
• “Load balancing” of clients to least busy
server
• Can optimize queries and reduce load on db
server to improve response time
• Because it is scalable, servers can be added
as more processing capability is needed

6. C/S Scenarios
• Centralized host computer performs all tasks
including db, applications, and presentation
• 2-tier C/S - db server is separate from “thick
client” which processes apps and presentation
• 3-tier C/S - separate systems for db, apps, and
presentation (preferred by R/3)
• N-tier C/S – extension using servers on Internet

7. SAP R/3 Basis System
Hardware UNIX Systems Data
AT&T General Sequent
Bull IBM IBM
Bull/Zenith HP (Intel) SNI
Digital SNI AS/400
Compaq IBM (Intel) ...
HP SUN
Operating AIX SINIX
Systems Digital UNIX SOLARS Windows NT OS/400
HP-UX
ADABAS D
Databases DB2 for AIX ADABAS D
INFORMIX-OnLine 7 MS SQL Server 6.0 DB2/400
ORACLE 7 ORACLE 7
Windows 3.11,
3.11,
Dialog
Windows 3.11, Windows 95, Windows NT, OSF/Motif, Windows 95,
SAP-GUI
OS/2-Warp, Macintosh Windows NT,
OS/2-Warp
Languages
ABAP/4, C, C+ +

8. R/3 Middleware Transfer
Protocols
• Front-end (presentation tier)
– R/3 GUI uses resident OS resources to cut flow
of data to 1-2 KB
– whole screens are not passed but only logical
control information and user inputs
• DB interface (between app and db servers)
– SAP SQL within ABAP/4 environment
– then translates queries into “native” SQL

9. More Middleware Functions
• Interprogram communications
– synchronous vs. asynchronous
• Synchronous uses CPI-C, from IBM in the late ’80s
– RFC/RPC libraries and DLLs to call R/3
functions/modules
– SAP is closely aligned with COM from MS
• Transaction management
– ALE -distributes db availability to several sites
• routes data, maintains security
• creates IDOC master which contains info about the data
• SAP experimenting with XML for internal messaging

10. Application Linking & Enabling
(ALE)
• Allows users to set up applications and
databases at distributed locations
• Not only routes data, but knows what data
are needed in given situations; “intelligent
middleware”
– ALE checks for consistency of data, updates
– uses IDOCS to send message between loosely
coupled systems, with possibly dif. R/3 ver.
– Asynchronous RFC means if system is down on
target it will retry again

11. R/3 Distribution Scenarios
• Initially, R/3 was designed with one
centralized db in mind (from late ’80s)
• ALE technology was developed to enable
different integration scenarios
– Contained in Business Blueprint
• Centralized, integrated DB and application server
• Centralized by module on servers
• Completely decentralized R/3 with central db
• “Next Generation” architecture

12. DEV QAS PRD
CUST
TEST SAND QTST TRNG QTST
System Landscape for SAP R/3 Implementation

13. Next Generation ERP
Architecture
• What is Internet ERP?
– N-tier
– EC, K Mgt, CRM, data mining, DSS, BI functionality
on top of back office
– Integrated tools include
• BW with OLAP
• APO
• Sales Force Automation
• CRM
• B2B
• SCM

14. Enterprise Application
Integration (EAI)
MS Office
Visual Basic Java
DW environments
EAI Server Legacy Applications
CRM, etc ERP Applications

15. NetWeaver Adoption
• SAP anticipates that NetWeaver will redefine the
company in a global manner
– About 3000 of more than 24,000 potential companies
have put some portion of NetWeaver into play
– Early stage of maturity
– IBM and MicroSoft supporting NetWeaver
– SAP committed heavily to grow this in 2004 and 2005

16. NetWeaver Components
• SAP NetWeaver 2004 Synchronized Release as a single
package
– SAP WAS 6.4
– SAP EP 6.0
– SAP XI 3.0
– SAP BW 3.5
– SAP MI 2.5
• (SAP MDM limited usage at this point)
• All sold and shipped together and can be installed in one
procedure
– Still possible to run individually
– Ramp up was April 2004

17. SAP MI
SAP NetWeaver™
PEOPLE INTEGRATION
SAP BI SAP EP
Multi channel access
…
Portal Collaboration
Composite Application Framework
INFORMATION INTEGRATION
Bus. Intelligence Knowledge Mgmt
Life Cycle Mgmt
SAP XI
Master Data Management
PROCESS INTEGRATION
SAP WAS Integration Business Process
Broker Management
SAP MDM
APPLICATION PLATFORM
J2EE ABAP
DB and OS Abstraction

18. Evolution of SAP App
development
• ABAP & SAP Basis WAS and Java
• Open SQL Open SQL for ABAP & Java
• RFCs/BAPIs Web Services/WSDL
• ALE & IDocs XI, MDM, and XML
• Report Writer/Query SAP BI
• Dynpro, SAP GUI Web Dynpro, EP, MI
• ABAP Workbench NetWeaver Developer Studio

20. mySAP.com
Application Hosting Alternative
• Application Service Providers (ASPs)
integrate and combine
• Evaluation
• Implementation
• Operation
• Service & Support
• Service offering for all kinds of outsourcing
levels such as
• Business Operation Services
• Application Management Services
• Platform Services

21. mySAP.com
Application Enterprise ASP Spending
Applications Management
Hosting
30.0
25.0 2500
$2 BILLION
20.0 2000
$ Billion
$ Million
15.0 1500
10.0 1000
5.0 500
$150 MILLION
0.0 0
1996 2001 1999 2003
Source: G2 Source: IDC, 1999
• Analysts expect explosive growth in both
sectors over next four years
• Primary Lead Market: US
• Secondary Lead Market: Europe

22. mySAP.com
Application Hosting
Evaluation
Evaluation Implementation
Implementation Continuous Improvement
Cont. Improvement
Test Drive Your We Host Your
Solution Online Solution Online
 Financial Application
Compose Your Services
Solution Online  HR Application Services
We Build And Host Your
We Implement Your Business Community /
Solution Online Marketplace Online
 Industry Marketplaces
 Enterprise-specific
Marketplaces
SAP Partners + SAP AH SAP & Partners

23. SAP’s Portal Play
• 3rd party services
• More than 40 partners
• Added value for business
professionals
• Highly Personalizable

25. Growing Importance of CRM
•Based on a recent GartnerGroup survey (Aug 2000) on customer
service e-tailing sites, there are many potential areas for improvements.
Some are simple; others require significant investments in people,
processes and technology. Here are the top-10 pitfalls:
•1. Requiring a password to access customer service
•2. Lack of a customer service tab
•3. Lack of search engines for general customer service
•4. Lack of a site map
•5. Lack of internationalization
•6. Lack of agent support for new channels
•7. Lack of working channels
•8. Lack of good customer service on the phone
•9. Lack of coordination between click and brick
•10. Requiring software download for access

26. CRM Has Many Components
One to One Marketing • Database Marketing
Sales Force Automation • Customer Care
Direct Mail • Telemarketing
Relationship Marketing • Marketing Automation
Customer Data Warehousing • Enterprise Relationship
Customer Segmentation & Analytics • Customer Intimacy
Front Office • Technology Enabled Relationship

27. Migrating to a New Model
Prior View Future View
• Transaction • Customer Driven
Driven • Multi-Media Access
• 1-800 Access • Anytime Availability
• Limited • Fully Integrated
Availability • Technology Enabled
• Stand Alone Units • Enterprise
• Technology Capabilities
Constrained • Profit Centers
• Limited
Capabilities • CRM Centers
• Cost Centers
• Call Centers

28. eCRM Technology Architecture
Integrated Touchpoints
Customer/ MAIL FACE-TO-FACE SELF SERVICE TELEPHONY
Prospect/
Employee •Paper • Electronic • Fax • Handhelds • Tablets • Web • Kiosks • ACD • VRU
Touchpoints
FRONT OFFICE BACK OFFICE
Marketing Workbench Sales Workbench Service Workbench
Business • Database Marketing • Opportunity • Case Management Order Distribution
Manufacturing
Management
Applications • Data Mining • Help Desk
Management & Logistics
• Proposal Generation
• Campaign • Dispatch
• Marketing
Management Encyclopedia
• Management Analytics
• Content Management • Configuration &
Pricing • Routing Finance,
• Interactive Marketing
• Tele Sales Procurement Accounting, Billing
• Management Analytics • Scheduling
HR
• Management Analytics • Spare Parts Inventory
FRONT OFFICE BACK OFFICE
Data Stores DATA WAREHOUSE & OPERATIONAL DATA STORES
Leads Opportunities Customers Interactions

29. eCRMLive
Specialist
• Located in PricewaterhouseCoopers’ CRM Solution
Customer ion
s
lat
ca
Centers, Rosemont, IL, and Philadelphia, PA,
Call Routing
VRU Available CSR
Ca
ll Es
eCRMLive demonstrates the successful deployment
E-mail
Supervisory Functions
of best-in-class multi-media customer contact
solutions.
Telephone Call Switch/ACD
Queue and
Capacity
Monitoring
Workforce
Management
CTI
Middleware Case Management
Web Internet
Self-service &
Collaboration
Relationship
Marketing
Content
Management Legacy Customer
Database Database
SFA

30. eCRM Vendors
Vendor Demonstrated Functionality
BroadVision Web Personalization
CenterCore Call Center Furniture
CNT Legacy Middleware Integration
Compaq NT servers and Desktop PCs
Genesys Computer Telephony Integration, E-Mail
Grahl Ergonomic Call Center Seating
Avaya Switch/ACD, Internet Telephony Gateway,Internet Call Center,
Call Management Server, Telephones & Headsets
Microsoft Microsoft ASP
Nuance Communications Speech Recognition
Siebel Systems Customer Service and Support Application, Sales
ForceAutomation
Sun Microsystems Unix Servers
Symon Communications Reader Board Messaging
Vignette Web Content Management
Cisco Web Collaboration/Integration
Xchange Campaign Management
Aspect Communications Workforce Management