With system landscapes becoming increasingly more complex, administering them efficiently is proving equally difficult. This unique new book provides you with concepts and practical solutions that will enable you to optimize your SAP operations. Get in-depth information to set up a viable Standard Operation Environment (SOE) for SAP systems, as well as time-saving tips for certification and validation of your system landscape. Plus, benefit from and customize the numerous examples and case studies extracted from the worldwide operations of many large SAP customers.
Take advantage of proven solutions, exclusive tips, and practical examples that enable you to better organize your SAP operations. Learn to streamline 24/7 operations, exploit Service Level Agreements (SLAs), conquer change management challenges, and tackle disaster recovery and security concerns with confidence. You'll also discover expert training recommendations for the management of IT processes. Plus, read about real-world, cross-industry customer insights on the pros and cons of outsourced solutions for your system operation tasks. Although SAP System Operations primarily focuses on SAP systems, you can apply many of the principles found in this indispensable reference book to other ERP and mission-critical software solutions.
With system landscapes becoming increasingly more complex, administering them efficiently is proving to be equally difficult. This unique new book provides you with concepts and practical solutions that will enable you to optimize your SAP operations. Get in-depth information to set up a viable Standard Operating Environment (SOE) for SAP systems, as well as timesaving tips for certification and validation of your system landscape. Plus, benefit from and customize the numerous examples and case studies extracted from the worldwide operations of many large SAP customers.
Take advantage of proven solutions, exclusive tips, and practical examples that enable you to better organize your SAP operations. Learn to streamline 24/7 operations, exploit Service Level Agreements (SLAs), conquer change management challenges, and tackle disaster recovery and security concerns with confidence. You'll also discover expert training recommendations for the management of IT processes. Plus, read about real-world,cross-industry customer insights on the pros and cons of outsourced solutions for your system operation tasks. Although SAP System Operations primarily focuses on SAP systems, you can apply many of the principles found in this indispensable reference book to other ERP and mission-critical software solutions.
Highlights Include:
- Practical guidance on validation and certification regulations:
- ISO 9000
- Good IT Practices (GITP)
- Exclusive insights on exploiting SLAs
- How to set up a viable SOE
- Step-by-step instruction to streamline 24/7 operations
- Best practices for change management and quality assurance
- Understanding the pros and cons of outsourced solutions
- Optimizing the structure of your support organization
- Expert training recommendations
Table of contents:
Preface 13
Introduction 15
1. IT Operation Management 21
1.1 mySAP versus Best-of-Breed 22
1.2 Compulsive flexibility 25
1.3 Availability, performance and running costs 27
1.4 The IT Service Management Reference Model 32
1.5 Summary 38
2. Validation of SAP Systems 41
2.1 Why do systems and processes have to be validated? 42
2.2 Validation of computer based systems 45
2.3 Validation authorities 50
2.4 Standard Operating Environment 51
2.5 Standard Operating Procedures 65
2.6 Technical Operating Procedures 66
2.7 Summary 68
3. Service Level Management 71
3.1 Performance Management 74
3.2 Response time 81
3.3 Guaranteed service? 84
3.4 Capacity Management 86
3.5 Availability Management 86
3.6 How much availability is necessary? 91
3.7 How much performance is necessary in an emergency 95
3.8 How much stability is necessary? 102
3.9 How much administration is necessary? 106
3.10 Cost transparency 107
3.11 Summary 108
4. Change Management 111
4.1 Operation security and consistency 111
4.2 Basics of change management 114
4.3 What is a change? 117
4.4 How are changes classified? 118
4.5 Who can authorize changes? 121
4.6 Who keeps a record of what? 123
4.7 Development of a change 125
4.8 What action needs to be taken in an emergency situation? 127
4.9 Change-Review-Meeting 128
4.10 Change documents 129
4.11 Configuration Management 133
4.12 Base lining 134
4.13 How high is the input? 135
4.14 Tools for change management 137
4.15 The SOE-Document "Change Control" 140
4.16 Summary 143
5. SAP-Quality assurance 145
5.1 SAP System Landscape 145
5.2 SAP Client concept 149
5.3 SAP Transport Management System 156
5.4 Change and Transport Organizer 160
5.5 Instances 162
5.6 Enclosed systems 163
5.7 Summary 164
6. Highly available SAP Systems 167
6.1 Integral approach 168
6.2 Influences from the environment 169
6.3 Hardware Infrastructure 176
6.4 Operating systems 182
6.5 Applications 189
6.6 Implementation of defect-tolerant SAP Systems 200
6.7 Summary 202
7. Organization of the IT Department 205
7.1 Functions level model 206
7.2 Service model 207
7.3 Organization of a 24x7 operation system 209
7.4 Necessity of a shift operation 213
7.5 Service and Support Organization 217
7.6 SOE Documents for Organization structure 223
7.7 Summary 240
8. Data security 241
8.1 Legal requirements 243
8.2 Physical security 245
8.3 Security of the SAP System 252
8.4 Summary 259
9. Operational leadership concept 261
9.1 Operation of Hardware Infrastructure 262
9.2 Operation of Software Infrastructure 268
9.3 Database management 275
9.4 Output Management 281
9.5 Summary 283
10. Outsourcing 285
10.1 Between the need to save and the demand for quality 286
10.2 Outsourcing Variations 289
10.3 What should be considered regarding Outsourcing 293
10.4 Summary 295
Affix
A. Process descriptions 299
B. Tasks roles and training 313
C. Sample for a Standard Operating Environment 335
D. References 347
E. The authors 349
Index
Take advantage of proven solutions, exclusive tips, and practical examples that enable you to better organize your SAP operations. Learn to streamline 24/7 operations, exploit Service Level Agreements (SLAs), conquer change management challenges, and tackle disaster recovery and security concerns with confidence. You'll also discover expert training recommendations for the management of IT processes. Plus, read about real-world, cross-industry customer insights on the pros and cons of outsourced solutions for your system operation tasks. Although SAP System Operations primarily focuses on SAP systems, you can apply many of the principles found in this indispensable reference book to other ERP and mission-critical software solutions.
With system landscapes becoming increasingly more complex, administering them efficiently is proving to be equally difficult. This unique new book provides you with concepts and practical solutions that will enable you to optimize your SAP operations. Get in-depth information to set up a viable Standard Operating Environment (SOE) for SAP systems, as well as timesaving tips for certification and validation of your system landscape. Plus, benefit from and customize the numerous examples and case studies extracted from the worldwide operations of many large SAP customers.
Take advantage of proven solutions, exclusive tips, and practical examples that enable you to better organize your SAP operations. Learn to streamline 24/7 operations, exploit Service Level Agreements (SLAs), conquer change management challenges, and tackle disaster recovery and security concerns with confidence. You'll also discover expert training recommendations for the management of IT processes. Plus, read about real-world,cross-industry customer insights on the pros and cons of outsourced solutions for your system operation tasks. Although SAP System Operations primarily focuses on SAP systems, you can apply many of the principles found in this indispensable reference book to other ERP and mission-critical software solutions.
Highlights Include:
- Practical guidance on validation and certification regulations:
- ISO 9000
- Good IT Practices (GITP)
- Exclusive insights on exploiting SLAs
- How to set up a viable SOE
- Step-by-step instruction to streamline 24/7 operations
- Best practices for change management and quality assurance
- Understanding the pros and cons of outsourced solutions
- Optimizing the structure of your support organization
- Expert training recommendations
Table of contents:
Preface 13
Introduction 15
1. IT Operation Management 21
1.1 mySAP versus Best-of-Breed 22
1.2 Compulsive flexibility 25
1.3 Availability, performance and running costs 27
1.4 The IT Service Management Reference Model 32
1.5 Summary 38
2. Validation of SAP Systems 41
2.1 Why do systems and processes have to be validated? 42
2.2 Validation of computer based systems 45
2.3 Validation authorities 50
2.4 Standard Operating Environment 51
2.5 Standard Operating Procedures 65
2.6 Technical Operating Procedures 66
2.7 Summary 68
3. Service Level Management 71
3.1 Performance Management 74
3.2 Response time 81
3.3 Guaranteed service? 84
3.4 Capacity Management 86
3.5 Availability Management 86
3.6 How much availability is necessary? 91
3.7 How much performance is necessary in an emergency 95
3.8 How much stability is necessary? 102
3.9 How much administration is necessary? 106
3.10 Cost transparency 107
3.11 Summary 108
4. Change Management 111
4.1 Operation security and consistency 111
4.2 Basics of change management 114
4.3 What is a change? 117
4.4 How are changes classified? 118
4.5 Who can authorize changes? 121
4.6 Who keeps a record of what? 123
4.7 Development of a change 125
4.8 What action needs to be taken in an emergency situation? 127
4.9 Change-Review-Meeting 128
4.10 Change documents 129
4.11 Configuration Management 133
4.12 Base lining 134
4.13 How high is the input? 135
4.14 Tools for change management 137
4.15 The SOE-Document "Change Control" 140
4.16 Summary 143
5. SAP-Quality assurance 145
5.1 SAP System Landscape 145
5.2 SAP Client concept 149
5.3 SAP Transport Management System 156
5.4 Change and Transport Organizer 160
5.5 Instances 162
5.6 Enclosed systems 163
5.7 Summary 164
6. Highly available SAP Systems 167
6.1 Integral approach 168
6.2 Influences from the environment 169
6.3 Hardware Infrastructure 176
6.4 Operating systems 182
6.5 Applications 189
6.6 Implementation of defect-tolerant SAP Systems 200
6.7 Summary 202
7. Organization of the IT Department 205
7.1 Functions level model 206
7.2 Service model 207
7.3 Organization of a 24x7 operation system 209
7.4 Necessity of a shift operation 213
7.5 Service and Support Organization 217
7.6 SOE Documents for Organization structure 223
7.7 Summary 240
8. Data security 241
8.1 Legal requirements 243
8.2 Physical security 245
8.3 Security of the SAP System 252
8.4 Summary 259
9. Operational leadership concept 261
9.1 Operation of Hardware Infrastructure 262
9.2 Operation of Software Infrastructure 268
9.3 Database management 275
9.4 Output Management 281
9.5 Summary 283
10. Outsourcing 285
10.1 Between the need to save and the demand for quality 286
10.2 Outsourcing Variations 289
10.3 What should be considered regarding Outsourcing 293
10.4 Summary 295
Affix
A. Process descriptions 299
B. Tasks roles and training 313
C. Sample for a Standard Operating Environment 335
D. References 347
E. The authors 349
Index