Agenda

Why Application Lifecycle Management?

SAP’s Approach to Application Lifecycle Management

Application Lifecycle Management Benefits

© 2011 SAP AG. All rights reserved. 2

Integrated Application Lifecycle Management
SAP Has Developed a Holistic, Integrated and Open Approach Based on ITIL

End-to-end Application Life-Cycle

Management processes

Require-
ments
SAP Solution Manager and integrated
Optimize Design SAP and 3rd-party management tools

Build
Operate
and Test Service, support, and education

Deploy
Organizational best practices

Application Lifecycle Management from SAP provides processes, tools, services,

and an organizational model to manage SAP and non-SAP solutions throughout
the complete application lifecycle
© 2011 SAP AG. All rights reserved. 7
 Application Lifecycle Management Processes
An Approach in Six Phases of ITIL Application Management

SAP supports best practices in 11 core Application Lifecycle Management process

areas, providing guidance on how to manage SAP and non-SAP applications in the
most efficient and structured way
Upgrade
Solution
Management
Documentation
Landscape
Require-
Transformation ments Solution
Implementation
Maintenance Optimize Design
Management
Template
Build
Management
Business Process Operate
and Test
Operations
Deploy Test
Management
Technical
Operations
Change Control
Application Incident Management
Management

© 2011 SAP AG. All rights reserved. 8

 Application Lifecycle Management
An approach in six phases of ITIL application management

Upgrade Management
 Comprehensive project support
Solution Documentation
for release transitions
 Central documentation of processes, system landscape,
custom code, partner applications, …
Landscape Transformation
 Management of business and IT
driven changes in SAP landscapes
Require- Solution Implementation
ments  Discover and realize enhanced
Maintenance Management business functionality
 Management of corrective  Avoid disruption of business
software packages, Reduction of waste Optimize Design
in custom code

Business Process Template Management

Operations  Standardize configuration across
Operate Build multiple projects
 Ensure business continuity and Test
 Provide Business KPIs
 Business process benchmarking

Technical Operations Deploy Test Management

 Central monitoring & alerting infrastructure  Change impact analysis
 Unique End-User Experience monitoring  End-to-end test management
 Central administration tools

Application Incident Change Control Management

Management  Integrated quality management
 Integrated service desk  Synchronized transports of various components
 Involvement of partners in problem resolution  Controlled and documented adjustment of business
 Provide root-cause analysis for complex processes incl. approval process
landscapes with diverse technology stacks

© 2011 SAP AG. All rights reserved. 9

 Following SAP‟s ALM Approach you will have
a “Single Source of Truth” Established

All systems
All training All business
information processes

All maintenance Require- The entire

ments
activities documentation

Optimize Design
Business Process All test
Operations information
Build
Operate
All service planning, and Test All customer
deliver and follow-up developments
information Deploy and functional
enhancements

All change All incident and

information problem information

All service level information All monitoring data

© 2011 SAP AG. All rights reserved. 10

 An Open and Integrated Approach for the Entire
Application Lifecycle

SAP Solution Manager

Solution

Preconfigured
business
proecsses

Test Learning
Plan Map

Test SAP Quality SAP SAP Central SAP IT

automation Center by HP ProductivityPAK Job Scheduling Service
by RWD/ANCILE by Redwood Management

Automated
Testing Training/ Job Ticketing
Test
Simulations Scheduling
Scripts

© 2011 SAP AG. All rights reserved. 11

 Application Lifecycle Management from SAP
Implement high-quality solutions faster and operate them at lower cost

Accelerated Innovation

•
•
•

Operate at Lower Cost





Achieve Superior Quality



© 2011 SAP AG. All rights reserved. 12

Benefits Solution Documentation

Solution
IT Benefits Documentation
Business Benefits

• Reduced efforts for documentation of • Facilitates business improvements e.g.

business triggered change requirements through
business process and related technical transparency of implemented business processes and
objects due to content (Business Process Repository), underlying system infrastructure
tool support (Solution Manager DocumentationAssistant)
and guided procedure
• Less business disruptions due to faster
incident/problem resolution time through higher
• Reduced efforts for updating business process transparency
and technical documentation
• Support business process standardization
• Enhanced solution and usage transparency through comparison of business processes at different
locations
• Enables simple and fast system
consolidation triggered by business scenarios like
mergers&acquisitions
© 2011 SAP AG. All rights reserved. 13
 Benefits Solution Implementation

IT Benefits Solution Business Benefits

Implementation

• Accelerated creation of conceptual design • Faster realization of business benefits

(Business Blueprints) associated with new functionality.

• Faster configuration due to implementation content • Reduced time to market/value.

• Lower operations cost and increased • Improved user satisfaction.
robustness of the solution due to reduced • Solution supports business strategy plans
workarounds/custom code and standardized
documentation
• Reliable and up-to-date business process
documentation
• Reduced risk/effort regarding enhancements and/or
modifications.

© 2011 SAP AG. All rights reserved. 15

 Benefits Template Management

IT Benefits Business Benefits

Template
Management

• Re-use of templates and related contents • Accelerated global process template roll-
(docs, TA, IMG, BC sets test cases etc.) in global rollout outs
implementations
• Faster execution of business triggered
change requests of global process template
• Reduced analysis and deployment efforts of
global template adaptations (compare & adjust capability) • Ensures local process compliance in global
rollout implementations
• Ease business process standardization by
adjusting current solution and governing compliance to
standard

© 2011 SAP AG. All rights reserved. 17

 Benefits Test Management

IT Benefits Business Benefits

Test
Management

• Reduced testing efforts for preparation (test • Faster time to benefit of related change in
business process
scoping, case creation), management and reporting
• Reduced test execution efforts (reduced test
scope BPCA, automatic testing) • Higher reliability and availability of business
process directly after go live
• Reduced efforts for end-user training
documentation
• Less incidents after go live

19
© 2011 SAP AG. All rights reserved.
 Benefits Change Control Management

IT Benefits Business Benefits

Change Control
Management

• Reduced amount of emergency and failed • Faster time to value of requested change
changes (due to change governance with classifying , • Better predictability of time to value of changes
approval process, clustering)
• Improved end-user satisfaction
• Reduced efforts for change process (due to
integrated solution of transparent workflow and technical • Less business disruptions due to enhanced
systems, efficient transport management, audit trail for system stability by reducing emergency changes
documentation) • Providing required transparency (e.g.
• Reduced testing effort due to reduced number of legal/regulatory requirement) and control of change
changes
• Faster deployment of transports without backlog

© 2011 SAP AG. All rights reserved. 21

 Benefits Application Incident Management

IT Benefits Business Benefits

Application Incident
Management

• • Increased business productivity due to higher

Reduced incident/problem handling efforts
due to root-cause analysis (ABAP, J2EE, .Net), knowledge availability of business processes
search internal and notes transparency • Higher commitment to external and internal
• Reduced unplanned downtime (faster ticket business partner through proactive SLA management
resolution due to root-cause analysis and integration of (e.g. problem resolution status and reporting)
satellite systems - Solution Manager - SAP backbone • Reduction of follow-up costs (interests,
support - third party tools) penalties, unplanned labor costs etc.)

© 2011 SAP AG. All rights reserved. 23

 Benefits Technical Operations

IT Benefits Business Benefits

Technical
Operations

• Less unplanned downtime due to proactive • Reduced negative business impact due to
application monitoring decreased unplanned downtime

• Less incidents due to proactive application monitoring • Higher system reliability

• Less efforts for reporting due to automated • Better business process and business
generation (technical SLA/OLA reporting) user efficiency due to better system performance
• Reduced daily system checks due to proactive
monitoring and administration

© 2011 SAP AG. All rights reserved. 25

 Benefits Business Process Operations

IT Benefits Business Benefits

• Business Process
Operations

• Indicators for stabilizing & improving business • High transparency about core business processes
processes • Basis for business process optimization
• Positive impact on performance through identification of areas for improvements

• Reduced efforts for business oriented SLA monitoring • Positive impact on customer satisfaction
and reporting/alerting • Improved reporting quality
• Less incident/problems due to proactive interface • Higher process and end-user efficiency
monitoring (proactive detection of customizing error, design (e.g. reduced Days Sales Outstanding)
gaps, etc.)
• Internal business process benchmarking
• Less efforts for job management and over organizational units
business process automation through central
management of background jobs

© 2011 SAP AG. All rights reserved. 27

 Benefits Maintenance Management

IT Benefits Business Benefits

Maintenance
„ Management

• Reduced Maintenance/installation efforts due • Reduced unplanned downtime and hence

to MOpZ (e.g. less efforts to find relevant information due reduced negative business impact
to context, structured and up-to-date information in SAP
Solution Manager, calculates needed SW components and • Better system reliability
SPs, guided procedure • Higher business process efficiency due to
• Reduced number of incidents as know bugs are better system performance
already fixed proactively
• Better system performance as performance
improvements are shipped as part of SPs, EHPs and/or
releases

© 2011 SAP AG. All rights reserved. 29

 Benefits Upgrade Management

Upgrade
IT Benefits Management Business Benefits

• Reduced analysis/test efforts for custom • Less business disruptions due to reduced
planned downtime
objects (Add-on, modifications etc.) through scoping
with Upgrade Impact Analyzer and Custom Development • Higher flexibility towards business needs
Management Cockpit Functionality through better solutions agility
• Reduced efforts for downtime management • Less waiting time for business user due to better
with Downtime Manager (central management of planning, performance
notification and execution)
• Reduced potential risk of daily business
• Lower maintenance and corrections efforts operation
for custom code which can be optimized, deleted or
brought back to SAP standard coding • Higher business continuity

31
© 2011 SAP AG. All rights reserved.
[ ALM Value Customer Quote Snippets
 Solution Documentation  Technical Operations
 RBPD – saved up to 70% of workload for  Cut response times by 50% - Estafeta
Solution Documentation – Albatha  Improved overall response times by 27%,
 Reduced documentation and maintenance financial programs by 80% - Astellas
efforts by 25% - Flemengo International  Reduced data volume by 60% - Avea
 Test Management  Business Process Operations
 Reduce testing time by 50% - XinAo  Improved transaction run-time by 44% -
 Change Management BYD Company
 Reduced number of emergency and failed  Reduced run-time for transactions by 90% -
changes by 25% - Arbana Quanta Computer
 50% reduction in effort for Change  Improved average dialog response times by
Management process – BAE Systems 30% - Siemens
 Reduced transport problems by 47%,  Reduced SAP monitoring effort by 79% -
reduced transport orders by 52% and Connect East
reduced change implementation time by  Improved SAP ECC performance by 40% -
40% - SABB Lexmark
 Improved BPM processes by 67.74% -
 Application Incident Management
SunWater
 Improved incident management process by
60% - Soltino  Maintenance Management
 Identification of root-cause of potential  Reduced custom code by 70% - Alcaldia
incidents 50% faster - BCP  Upgrade Management
 Source: SAP
Saved 15% of upgrade time – Sony

Real Experience. Real Advantage. 18

[ Where can these Customer Quotes be viewed?

www.service.sap.com/customerquotes

Real Experience. Real Advantage. 19

 What the Analysts Say
Results of an IDC SAP Solution Manager ROI Study

• On average, SAP Solution Manager customers did

not have to increase their IT staff sizes to support
new activity. This results in an average savings of
$393,307 because the customers avoided new
hires. Additionally, the current IT staff is 11% more
productive since the deployment

• On average, downtime incidents were reduced by

8.4% and hours per incident were cut by 50.8%

• The three-year discounted benefit is an average

total of $4,489,438 or $126,378 per 1,000 users

• The results show an aggregate ROI of 463%; the

payback period is 4.3 months.

© 2011 SAP AG. All rights reserved.

33
 Application Lifecycle Management:
Available Information Assets

Require-
ments

Design
Optimize service.sap.com/alm

Build sdn.sap.com/irj/sdn/alm
Operate and Test

Deploy

34
© 2011 SAP AG. All rights reserved.
Greater Demand for IT

 IT shifting from managing

information systems to
supporting business
processes and business
differentiation
Co
st
of
Ow  Complexity is rising and time
ne
rsh frames are decreasing
i p tion
ova
n n
ofI  Extreme pressure on IT to
eed deliver more with less
p
dS
y an
al it
Qu

© 2011 SAP AG. All rights reserved. 3

 CIO / IT Management Priorities

Source: http://mkting.cio.com/StateoftheCIOJanuary2010-FINAL.pdf

 Better align IT initiatives with business requirements

 Accelerate Innovation and Change while ensure business
continuity and high performance
 Reduce TCO (Total Cost of Ownership)
© 2011 SAP AG. All rights reserved. 4
 Business Value and Competitiveness Is at Risk
Serious System Management Challenges

Biggest Challenges in
Managing Systems Today

IT can‟t IT is too
deliver value slow
Others (e.g. hard to
get ROI from System
upgrade) Integration

Takes too long

for IT respond
to changing
requirements Cost of
managing IT
is too
expensive
Can't reconfigure
IT is business process IT costs
inflexible as needed
too much

Source: D. Gaughen, AMR Research at itSMF USA Forum “Integrated IT Service Management to Measure and Optimize IT for Business Value”
June 25, 2009

© 2011 SAP AG. All rights reserved. 5

How to Tackle these Challenges?
With an Integrated, ITIL-based Application Lifecycle Management
Approach

Point Solutions Integrated, ITIL-oriented ALM

Optimize Plan
Require-
ments

Operate
Optimize Design
Design
Application
Lifecycle
Require- Management
Build & ments
Test Operate Build &
Test

Deploy
Deploy
Run Build

 Requires manual integration and/or  IT Process continuity and consistency

customer integration between each phase (e.g. change
management)
 Disparate and not consistent information
for the entire life-cycle  Improved visibility and transparency
 Hinders collaboration between phases and  Better collaboration between distributed IT
between business and IT (Dev./Ops.), business, and partner teams
 Process gaps and disruptions  Leverages ITIL best practices

© 2011 SAP AG. All rights reserved. 6

 Customer Quotes Solution Documentation

“ “We are running the usage analysis that comes with the solution documentation assistant
in SAP Solution Manager to identify and confirm which transactions and reports are
actively used, and how many times they are executed in our system. Because we
blueprint in SAP Solution Manager, the collected data will be used to accelerate the
documentation of our business processes. To date, we have been able to use the usage
analysis to assess the level of risk associated with change requests, based on included
objects and the number of actual executions in our productive system."
Renee Gannon, Tools and Methodology, Senior Manager, Newell Rubbermaid Inc.

“
"SAP Solution Manager has, in a revolutionary way, helped us to get instant control over
our SAP landscape and projects and change requests. Utilizing it's functionalities, such
as diagnostics, test management, and process documentation, has lowered the costs for
expanding and maintaining our SAP landscape, whilst, at the same time giving us much
wider visibility and improved control. We have now continued with the next step, and are
implementing the enhanced transport management system and the change request
management functionality. SAP has really succeeded in delivering a comprehensive and
well-defined framework.“
Roderik Mooren, IT Director, Mölnlycke Health Care AB

"With this expert-guided implementation session for solution documentation of SAP

“ Solution Manager, we are able to understand the concept of the solution-documentation
functionality. After doing some set-up for our demo-system landscape, and we expect this
methodology will save us over 30% of efforts in our future project and solution
implementation.“
MS. Lei Yongmei, IT Supervisor, Taiyuan Iron & Steel (Group) Co., Ltd.

© 2011 SAP AG. All rights reserved. 14

 Customer Quotes Solution Implementation

“
"We compliment our SAP skills in the area of SAP Solution Manager with the Run SAP
methodology for our projects. We reduced our implementation effort by 10% with the Run
SAP roadmap for implementation of end-to-end solution operations standards in SAP
Solution Manager.“
Corina Weidmann, Managing Director, Bautzen IT Consulting GmbH

“
"To better manage our current SAP landscape, and meet the requirements of the
upcoming upgrade projects, we are planning a SAP Solution Manager implementation. As
trusted support advisor, the local SAP Enterprise Support advisory delivered two
knowledge-transfer sessions within two hours to introduce the latest capabilities. The
explanation of application lifecycle management tools, standards, and processes was
aligned with our IT landscape and operations. It's really practical and definitely
accelerated the innovation of our processes. We saved at least one month to research
and explore the technical and functional details suitable for our requirements. The
advisory convinced us of the benefit of SAP Enterprise Support, and was the best
definition of value-added support."
Mr. Li Xuefeng, Information Technology Director, Hebei Datang Information Technology
CO Ltd.

"We have implemented the SAP ECC 6.0 solution within our organization and we had
“ used SAP Solution Manager to manage the implementation road map. We had derived
benefits of using this approach where we were able to save costs on hardware for storing
documents and had a reduction of 10-15% on the efforts spent on tracking and
monitoring the implementation process using external systems.“
Sameer K. Mohammed, Managing Director, Jaleel Holdings

© 2011 SAP AG. All rights reserved. 16

 Customer Quotes Template Management

“ "We were interested in new ERP HCM Performance Management functionality in EhP4, in
particular the improved WebDynpro user interface and offlineAdobe Interactive form capabilities.
We implemented two appraisal templates (Multi-Source Feedback and Performance
Agreement/Development Plan) within 4 months used across all divisions resulting in a much
more user-friendly and intuitive system to support Woodside's performance management
process."
Gerda Becker, SAP Services Manager, Woodside Energy Limited

© 2011 SAP AG. All rights reserved. 18

 Customer Quotes Test Management

“ "The business process change analyzer pilot service has been very helpful in our efforts
towards implementing business process change analysis and realizing the benefits of
SAP Solution Manager. Following the guidance provided during this service, we have
been able to document two core business processes in SAP Solution Manager, giving us
an opportunity to reuse the documentation in testing and other scenarios. In addition, the
analysis results have helped us to identify the test scope more quickly than in the past
when we had to figure it out manually. The time required has been reduced by 50%, and
so has the time for the testing execution. With this service, we have learnt more about
how powerful SAP Solution Manager is!"
Jinbiao Xu, CIO, XinAo (China) Gas Investment Limited Company

“
"During our ERP & XI/PI upgrade project, we had the challenge of extensive testing to be
done by our internal teams and our partner. We needed to perform exhaustive tests, and
keep the test phase costs low. We have successfully leveraged the Run SAP test-
management scenario of SAP Solution Manager at Ferrero. By using the test-management
practices and e-Catt automation, we were able to run tests reliably and we have achieved
a test phase cost reduction of 40%.“
Giovanni Croci, Senior Application Manager, GSC, Ferrero S.p.A. Direzione Sistemi
Informativi

While merging two large Supplier Relationship Management systems together with T-
“ Systems we introduced the Run SAP E2E standard test management based on SAP
Solution Manager. Here, in particular a custom-developed defect management process
has been implemented. With this approach it‟s possible to include onsite as well as
offshore resources efficiently on a case-to-case basis, reducing the error correction time
by about 20%."
Jörg Fuhr, Solution Delivery Procurement, Corporate IT, Deustche Telekom AG
© 2011 SAP AG. All rights reserved. 20
 Customer Quotes Change Control Management

“
There were recurring problems with change-request transportation between our different company
environments, which caused unnecessary delays. After implementing change control
management in SAP Solution Manager, we can document 100% of the SAP ERP environmental
changes. This provides us enhanced transparency along the whole process, and reduced 47% of
transportation problems, as well as enhancing productive system availability by up to 99.9%.
Through usage of quality gate management and change request management, the number of ad-
hoc transportation orders was immediately reduced by 52%, thus decreasing the occurrence of
errors. The change process used to take 2 days for approval of each change request. Now, with all
orders documented, the responsible business owners instantaneously get an e-mail sent, thus
enabling an approval within an hour. This reduced the overall change implementation time by at
least 40%.“
Paolo Chiarlone, IT Director, Mais Industria de Alimentos Ltda

“
“The recent success of Amtrak's Conference Room Pilots for the implementation of SAP Solution
Manager's service desk and change request management has positioned Amtrak's SAP COE to
reduce the cost of managing monthly production support release transports via change request
management's automation, as well as increasing the reliability that the transports are migrated
through the landscape in the correct order. It also enables Amtrak's Customer COE to leverage
future benefits from change request management, which include enabling CTS+ for managing
portal and BI transports and retrofitting via N+1 landscape.”
Lou Maroulis, PMP, Director of SAP Integration/Release Management, Amtrak

“
“Unilever is a SAP MaxAttention customer, who, with the assistance of SAP Solution Manager
expertise, implemented the change management functionality thus gaining significant benefits.
The cost of the implementation was recovered in under nine months by cost reduction and cost
avoidance, incidents from change releases were reduced to 0 from 2-5 per change, and incidents
caused by version issues were reduced to 0 from 1 every 2-3 months.„
Nancy Emslie, Project Manager - IT Innovation Management, Unilever Europe IT Accounts Payable
Department UKCR

© 2011 SAP AG. All rights reserved. 22

 Customer Quotes Application Incident Management

“
"We are happy to say that the SAP Solution Manager has saved us at least 20% of our
time and efforts in our incident reporting to resolution process. The end-to-end
integration of the service desk and root cause analysis functionalities on a single platform
ensures faster time to resolution for our SAP solution compared to a third-party tool
which we were previously using.“
Alwin Albar, IT Manager, PT Timah (Persero) Tbk.

“
"We developed an original help desk tool and had been using it successfully, but it took a
lot of effort to analyze trends broken down by installation and category. Formulating it as
a system and cutting off the manual procedures were our big challenges. To change
things for the better, we decided to switch from our own tool to the SAP Solution Manager
service desk. Expert Guided Implementation for the SAP Solution Manager service desk, a
continuous quality check for SAP Enterprise Support, helped to reduce one person-
month of implementation time, which would have been required for operational fit/gap
analysis, and mastering basic technical knowledge.“
Nobuyoshi Sasaki, General Manager, Trusco Nakayama Corporation

"With the help of Dimension Info Tech Co.,Ltd., we are able to resolve incidents 10% more

“ efficiently, after using SAP Solution Manager service desk functionality for incident
management. Also, by implementing SAP Solution Manager system monitoring and SAP
EarlyWatch Alert tools, our system availability has increased to more than 99.5%!"
Li.Zhang, SAP Maintenance Team Leader, Shanghai Titan Sports Goods Co.,Ltd

© 2011 SAP AG. All rights reserved. 24

 Customer Quotes Technical Operations

“
"Coca-Cola FEMSA is the biggest Coke bottler in the world. With the help of the SAP
MaxAttention team, Coca-Cola FEMSA adopted strategic ALM processes for monitoring
its business processes, systems, and interfaces. As a result, while its installation grew
considerably in the last five years (with the database growing eightfold, and with five
times as many users), its costs have remained relatively consistent, increasing by only
6%. In addition, by freeing up resources with automated monitoring, the company could
focus on using business process improvement methods to boost the technical
performance of its business processes – its custom program runtime was reduced from
11,602 milliseconds to 3,416 milliseconds, for example, and the average dialog response
time dropped by 0.2 seconds."
Hector A. Calva, CIO, Refrescos y Aguas Minerales S.A. de C.V. (FEMSA)

"Statoil manages a budget of several billion Norwegian Krone with SAP Resource and
“ Portfolio Management. Since we faced various performance issues, our management
requested a quick solution. SAP MaxAttention provided the SAP Business Process
Performance Optimization service. The SAP Solution Manager end-to-end trace analysis
performed within the service helped to quickly identify the root cause of the performance
bottlenecks across different systems. The SAP service team provided a detailed action
plan with recommendations. After implementation of the recommended actions, we
expect the overall system performance to improve by 30% to 85%.“
Mr. Olav Nyvold, Project Manager, Statoil ASA

"By establishing root cause analysis and identifying performance optimization potentials,

“ our SAP Portal solution has experienced no unplanned outages. With proactive steps in
place, we have addressed performance issues within our application lifecycle, which have
translated to reduced costs, simplification of systems, and core process solutions."
Ulf Westoven, Section Manager, P&G

© 2011 SAP AG. All rights reserved. 26

 Customer Quotes Business Process Operations

“ "With Business Process Analysis/Monitoring service from SAP Enterprise Support,

SD/MM/WM/PM modules were analyzed for business backlog in AMECO production
system. Further more, WM module was monitored by SAP Solution Manager to
automatically control the inbound and outbound process. This results in an more
transparent business data and support reaction time to backlog is reduced 25% compared
to old manual monitoring."
Liu Wei, Basis Lead, Beijing Aircraft Maintenance&Engine Corporation

“
"The project management office of the SAP CRM operational project delivered a set of key
performance indicators related to core business processes managed via SAP CRM
integrated with financial applications and enterprise data warehouse. Thanks to SAP
Solution Manager diagnostics, we are now able to measure the number of Web service
calls, and now we know the business generated out of the markets in financial-
instruments directive transactions, and financial customer info sheets. It also has the
advantage of tracking the usage of SAP CRM from the business perspective, which is one
of our KPIs.“
Antonella Sinapi, PMO of CRM Project, Poste Italiane S.p.A.

"During the business process monitoring (BPM) service, SAP set up the monitoring for
“ our procure-to-pay and order-to-cash business processes and cross-application
components such as background job monitoring. The BPM service showed value in
having a single source of truth for monitoring via SAP Solution Manager rather than doing
everything manually, and will help us reduce backlog efficiently by getting updates from
SAP Solution Manager about the current status of our business processes.“
Jerry Murkowski, IT-Basis Manager, ADC Telecommunications, Inc.

© 2011 SAP AG. All rights reserved. 28

 Customer Quotes Maintenance Management

“
"With SAP Application Lifecycle Management best practices, we have adopted the
maintenance optimizer. It has significantly reduced the amount of administration to
maintain our SAP landscape. The optimizer simplifies the tasks associated with change
management, and validates the order and requirement for our service packs across our
landscape."
Tom Janes, Senior SAP Business and Technical Solutions Specialist , Bluewater Power
Distribution Corp.

“
"Crystal, under the CCoE, adopts the SAP best practices and SAP support standards.
With the Business Process Monitoring standard, we can save half of our resources on
monitoring our key business processes . Furthermore, with the Maintenance Optimizer,
getting the right support package stacks for multiple systems is at least 50% faster.“
Mr Karl Ting, General Manager – IS, Knitters Ltd. 3/F Crystal Industrial Bldg

© 2011 SAP AG. All rights reserved. 30

 Customer Quotes Upgrade Management

“ Within our custom-code management process at Procter & Gamble we used a new tool
SAP called Clonefinder to cover our release control use case. This tool gives us full
transparency on versions of custom code across our complex multi-system landscape,
where one development system feeds 36 managed SAP ERP systems. Together with an
SAP development team from SAP Active Global Support we evolved the tool to handle our
complex data volumes. After some code improvements the overall runtime to evaluate a
complex custom-code scenario decreased over 90%. This will save us a lot of time in
preparing for each cut over and improve quality, as the new functionality with impressive
performance will give us the opportunity to make conistency checks on the complete
scope of custom code release."
Gerd Siemering, Application Manager ALM Tools, PROCTER & GAMBLE

“
"SAP's holistic concept of custom code management is a comprehensive and well
defined framework, with many capabilities provided within SAP's application management
lifecycle, available in the SAP Solution Manager. It empowers us to manage the current
as-is situation, in term of providing us a framework to gain transparency and control of
the quantity, quality, and technical severity aspects of the custom code that we have
today. The custom development management cockpit also provides us clearing and
change-impact analysis tools to allow us to identify and adjust custom objects for
upgrade projects and support package implementations. This change-impact analysis
tool will replace a third-party tool that we have been using. Not only we can leverage
standard SAP tools and avoid additional software expenditure, but also, the tools in SAP
Solution Manager are more comprehensive than anything we can find in the market to
support our mid- and long-term strategy."
Eric Yip, Manager, Business Solutions & Enterprise Architecture, Holcim (US) Inc.

© 2011 SAP AG. All rights reserved. 32