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SAP Enterprise Support - ASAP to Run SAP, 2nd Edition

by: Gerhard Oswald

On-line Price: $57.95 (includes GST)

Hardcover package 371

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You save: $47.00

CLEARANCE Item - Special discount -limited stock
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N.Sydney : In Stock

Retail Price: $104.95

Publisher: SAP Press,01.06.10

Category: SAP Level:

ISBN: 1592293492
ISBN13: 9781592293490

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With its new support offering, SAP promises reliable operations of complex system landscapes, longterm investment protection, and a constant ability to innovate. But what exactly does this mean? What is the benefit of SAP Enterprise Support in daily SAP operations, and how does SAP support you in bringing your business processes to the next level? You'll find the answers to these questions in this book.

SAP Solution Manager as Consolidated Data Source
Discover how SAP Solution Manager supports you in building a "single source of truth" for your IT operations.

Customer COE and Quality Management
Learn how SAP helps you with establishing a central Customer Center of Expertise and internal quality management for business and IT processes, including Continuous Quality Checks by SAP.

Be Ready for Innovation
Get to know what SAP's support in integration testing and technical integration validation can do for you. Plus, explore how SAP enhancement packages and the switch framework enable the smooth implementation of new functionality during live operations.

Maintenance, Upgrades and 3rd-Party Software
Understand how SAP supports partner solutions, and get detailed information on the new maintenance strategy and all related tools and services.

New, Extended Edition
New topics in this edition include the TCO measurement platform based on SAP Solution Manager and explanations of the usage rights under SAP Enterprise Support and under SAP Standard Support.

Highlights

SAP Solution Manager, enterprise edition, as a consolidated data source
Measurement platform and key performance indicators
Customer Center of Expertise
SAP Standards for Solution Operations
Quality management processes and roles
Integration testing and validation
Business process optimization
Maintenance strategy and tools
SAP enhancement packages
SAP MaxAttention and SAP Safeguarding
Support for partner solutions

The Authors

As a member of the executive board, Gerhard Oswald is SAP's Chief Operating Officer. As Executive Vice President, Dr. Uwe Hommel is responsible for SAP Active Global Support. All contributing authors are members of SAP Active Global Support.
Table of Contents


  * ... Preface ... 15


  * 1 ... Introduction ... 17


  * 1.1 ... What SAP Enterprise Support Can Do for You ... 18


  * 1.2 ... SAP Standards for Solution Operations ... 20


  * 1.3 ... Creating the Foundation for a Single Source of Truth ... 23


  * 1.4 ... About This Book ... 30


  * 2 ... Establishing SAP Solution Manager as a Consolidated Data Source in Your Enterprise ... 35


  * 2.1 ... Basic Concepts ... 35


  * 2.1.1 ... Application Management Lifecycle ... 36


  * 2.1.2 ... Projects in SAP Solution Manager ... 37


  * 2.1.3 ... Solutions in SAP Solution Manager ... 38


  * 2.1.4 ... Processes for Application Lifecycle Management ... 40


  * 2.1.5 ... Quality Gates in SAP Solution Manager ... 44


  * 2.2 ... Implementing SAP Solution Manager as a Standardized Platform for Application Lifecycle Management ... 45


  * 2.2.1 ... Planning ... 46


  * 2.2.2 ... Installation and Configuration of SAP Solution Manager ... 46


  * 2.3 ... Business Configuration ... 49


  * 2.3.1 ... Requirements Phase ... 50


  * 2.3.2 ... Design Phase ... 52


  * 2.3.3 ... Build and Test Phase ... 54


  * 2.3.4 ... Deploy Phase ... 60


  * 2.4 ... Business Continuity ... 63


  * 2.4.1 ... Operate Phase ... 63


  * 2.4.2 ... Optimize Phase ... 78


  * 3 ... Introducing the Measurement Platform ... 89


  * 3.1 ... SAP Solution Manager as SAP's Measurement Platform ... 90


  * 3.2 ... Architecture and Definition of the Measurement Platform ... 91


  * 3.3 ... Continuous Assessment and Improvement ... 94


  * 3.4 ... Outlook on Upcoming Enhancements to the Measurement Platform ... 96


  * 4 ... Customer Center of Expertise ... 99


  * 4.1 ... Challenges for the CIO ... 101


  * 4.1.1 ... Ensure Business Continuity ... 102


  * 4.1.2 ... Reduce Costs ... 104


  * 4.1.3 ... Improving Business Processes ... 105


  * 4.1.4 ... Accelerate Innovation ... 105


  * 4.2 ... Organizational Model for Company Solution Operations ... 106


  * 4.2.1 ... Optimizing Internal Collaboration in Two Ways ... 109


  * 4.2.2 ... Outtasking and Outsourcing ... 109


  * 4.3 ... From Customer Competence Center to Customer Center of Expertise ... 110


  * 4.3.1 ... The Customer COE Charter ... 111


  * 4.3.2 ... The Reactive IT Box ... 113


  * 4.3.3 ... Set up, Manage, and Coordinate the Situation Room ... 114


  * 4.3.4 ... Quality Manager Roles in the Customer COE ... 117


  * 4.3.5 ... Customer COE Certification ... 127


  * 5 ... Preserving Business Continuity ... 131


  * 5.1 ... Highest Availability of Mission-Critical Business Processes ... 132


  * 5.2 ... The Necessity of Business Continuity ... 134


  * 5.2.1 ... Ensuring Continuous Business Availability ... 134


  * 5.2.2 ... Operate More Systems with Fewer Resources ... 134


  * 5.2.3 ... Reduce License and Project Costs with SAP Solution Manager Enterprise Edition ... 135


  * 5.2.4 ... Reduce Cost of Resources ... 136


  * 5.2.5 ... Reduce Infrastructure Requirements ... 136


  * 5.2.6 ... Increase Business Value of IT ... 136


  * 5.3 ... Managing Business Continuity from the QM's Perspective ... 136


  * 5.3.1 ... Close Cooperation Between QM and Teams ... 137


  * 5.3.2 ... SAP Technical Operations ... 139


  * 5.3.3 ... Business Process Operations ... 140


  * 5.3.4 ... Application Management Team ... 146


  * 5.4 ... Quality Management for Business Continuity: How You Can Measure Your Success ... 148


  * 5.4.1 ... Technical Operations ... 148


  * 5.4.2 ... Business Process Operations ... 148


  * 5.4.3 ... Application Management ... 149


  * 5.5 ... Services Available from SAP Active Global Support, Training, and Certification ... 150


  * 5.6 ... Case Study: Ensuring Stable Operations ... 150


  * 5.6.1 ... The Case-Study Scenario ... 151


  * 5.6.2 ... Setting Up Standard-Compliant Operations ... 153


  * 5.6.3 ... Application Management and SAP Technical Operations Strategy ... 154


  * 5.6.4 ... Business Process Operations Strategy ... 157


  * 6 ... Accelerated Innovation ... 163


  * 6.1 ... Integration Testing ... 163


  * 6.1.1 ... Test Strategy ... 165


  * 6.1.2 ... Test Project Preparation ... 166


  * 6.1.3 ... Test Scope Identification ... 167


  * 6.1.4 ... Business Process Change Analyzer and EHP Business Functions ... 168


  * 6.1.5 ... Test Planning and Test-System Preparation ... 170


  * 6.1.6 ... Test Execution ... 171


  * 6.1.7 ... Final Activities and Deployment of Changes in Production Systems ... 173


  * 6.2 ... Technical Integration Validation ... 173


  * 6.2.1 ... Method ... 173


  * 6.2.2 ... Assessment ... 175


  * 6.2.3 ... Technical Analysis ... 175


  * 6.2.4 ... Optimization ... 177


  * 6.2.5 ... Verification ... 178


  * 6.2.6 ... Case Study: Added Value from Integration Validation ... 179


  * 6.3 ... Services Available from SAP Active Global Support ... 182


  * 6.4 ... Case Study ... 183


  * 6.4.1 ... Step 1: Identify the Situation Prior to Integration Testing ... 184


  * 6.4.2 ... Step 2: Understand the Solution Using Minimum Documentation ... 184


  * 6.4.3 ... Step 3: Integration Test and Detection of Issues ... 189


  * 6.4.4 ... Step 4: Identify Root Causes ... 189


  * 6.4.5 ... Step 5: Recommendations to Resolve Issues ... 190


  * 6.4.6 ... Step 6: Implement the Recommendations ... 194


  * 6.4.7 ... Step 7: Verification and Validation of Successful Integration ... 195


  * 7 ... Improving Business Processes ... 197


  * 7.1 ... Roles and Objectives of the QM ... 198


  * 7.2 ... Methodology and Tools ... 199


  * 7.2.1 ... Determining the Business Process Requirements ... 201


  * 7.2.2 ... Appraisal of the Solution Landscape ... 202


  * 7.2.3 ... Checking the Technical Implementation of Business Processes ... 203


  * 7.2.4 ... Recording Process-Related Problems and Possible Optimization Potential ... 204


  * 7.2.5 ... Analyzing Interfaces ... 205


  * 7.2.6 ... Summarizing the Results ... 206


  * 7.2.7 ... Follow-Up Activities After an SAP Solution Management Assessment ... 206


  * 7.3 ... Prerequisites for Business Process Improvements ... 207


  * 7.4 ... Business Process Monitoring ... 208


  * 7.5 ... Related Services Available from SAP Active Global Support ... 209


  * 7.6 ... Success Factors ... 210


  * 7.7 ... Skills and Training ... 212


  * 7.8 ... Case Study: Improving the Order-to-Cash Business Process ... 213


  * 8 ... Protection of the IT Investment ... 219


  * 8.1 ... Extended Maintenance in the Context of SAP Enterprise Support ... 221


  * 8.1.1 ... Special Rules for the Extended Maintenance for Customers with SAP Enterprise Support ... 223


  * 8.1.2 ... Benefits and Advantages of Extended Maintenance ... 225


  * 8.2 ... Quality Management ... 225


  * 8.3 ... Harmonized IT Landscape ... 229


  * 8.3.1 ... Keep the Software Landscape Up to Date ... 229


  * 8.3.2 ... Document and Minimize Custom Code ... 231


  * 8.3.3 ... Evaluation of Custom Developments ... 232


  * 8.3.4 ... Keep the Master Release Plan Up to Date ... 237


  * 8.4 ... Methodology and Tools ... 238


  * 8.4.1 ... SAP Solution Manager Maintenance Optimizer ... 239


  * 8.4.2 ... SAP Solution Manager Methodology and Tools Ease Upgrades ... 239


  * 8.4.3 ... Solution Documentation Assistant ... 240


  * 8.4.4 ... Custom-Development Management Cockpit ... 241


  * 8.4.5 ... Upgrade Dependency Analyzer ... 242


  * 8.4.6 ... SAP Standard for Solution Documentation for Custom Development ... 243


  * 8.4.7 ... SAP Standard for Custom Code Management ... 244


  * 8.4.8 ... SAP Standard for Incident Management ... 245


  * 8.4.9 ... SAP Standards for Change Management ... 246


  * 8.4.10 ... Report Issued by SAP Enterprise Support ... 246


  * 8.5 ... Related Services Available from SAP Active Global Support ... 247


  * 8.5.1 ... SAP Solution Transition Assessment ... 247


  * 8.5.2 ... Modification Justification Check ... 248


  * 8.5.3 ... Custom Code Maintainability Check ... 249


  * 8.5.4 ... Accelerated Innovation Enablement ... 250


  * 8.5.5 ... SAP Business Process Performance Optimization ... 251


  * 8.5.6 ... SAP Upgrade Assessment ... 251


  * 8.5.7 ... SAP Downtime Assessment ... 252


  * 8.5.8 ... Continuous Quality Checks ... 252


  * 8.6 ... Success Factors and Related Standards ... 253


  * 8.7 ... Skills and Training ... 254


  * 8.8 ... Case Study: Planning Requests for Innovation ... 254


  * 9 ... Innovating Without Risking Disruptions ... 257


  * 9.1 ... Service-Oriented Architecture: The Evolutionary Approach ... 258


  * 9.2 ... The Maintenance Strategy: Stable Core and Access to Innovations ... 259


  * 9.3 ... SAP Enhancement Packages ... 260


  * 9.3.1 ... Selective Use of New Functions ... 262


  * 9.3.2 ... Separation of Maintenance and Further Development ... 263


  * 9.3.3 ... Available Innovations Information Sources ... 264


  * 9.4 ... Tools for Deploying SAP Enhancement Packages ... 265


  * 9.4.1 ... Maintenance Optimizer for Enhancement Packages ... 265


  * 9.4.2 ... SAP Enhancement Package Installer ... 265


  * 9.4.3 ... Near-Zero Downtime ... 267


  * 9.5 ... Switch Framework and Activation ... 268


  * 9.6 ... Case Study: Experiences of SAP's IT Department ... 269


  * 10 ... SAP MaxAttention and SAP Safeguarding ... 271


  * 10.1 ... The Holistic Approach of SAP MaxAttention ... 273


  * 10.2 ... The Engagement and Governance Model ... 276


  * 10.3 ... A Standardized Approach ... 277


  * 10.4 ... Safeguarding for Implementations, Upgrades, Migrations, and Operations ... 282


  * 10.5 ... Continuous Improvement Through SAP MaxAttention ... 283


  * 10.6 ... Optimizing Architecture and System Landscape ... 284


  * 10.6.1 ... Architecture Services ... 285


  * 10.6.2 ... Support Services for System Landscape Optimization ... 286


  * 10.7 ... High Security Standards ... 287


  * 10.8 ... Sustainability Aspect ... 287


  * 11 ... Mission-Critical Support for Partner Applications and Technologies ... 289


  * 11.1 ... Support Processes with Partners ... 291


  * 11.1.1 ... The Problem-Solving Process in Detail ... 292


  * 11.1.2 ... Remote Connections to Customer Systems ... 293


  * 11.1.3 ... Note Creation for Partners ... 294


  * 11.1.4 ... Integration with the SAP Global Support Backbone ... 294


  * 11.1.5 ... Service Level Agreement ... 295


  * 11.2 ... Support for Partner Solutions by Software Partners ... 296


  * 11.3 ... The Value of Partner Integration for SAP Customers ... 299


  * 11.4 ... Integrating Value Added Resellers into the SAP Ecosystem ... 301


  * 11.4.1 ... Incorporating VARs into the Support Delivery Model ... 302


  * 11.4.2 ... Elements of SAP Enterprise Support from the VAR Perspective ... 304


  * 11.4.3 ... Establishing an SAP Enterprise Support-Capable Support Organization ... 308


  * 12 ... Run SAP Programs for SAP Partners ... 311


  * 12.1 ... The Run SAP Methodology ... 311


  * 12.2 ... The Run SAP Implementation Partner Program for SAP Service Partners ... 315


  * 12.3 ... The SAP Support Partner Program ... 318


  * 12.4 ... The SAP Training and Certification Program for Running End-to-End Solutions ... 320


  * 13 ... Overview of Training and Certification Offerings ... 323


  * 13.1 ... Training Classes ... 324


  * 13.2 ... Certification ... 326


  * A ... Additional Information and Offerings ... 329


  * A.1 ... Expert Guided Implementation ... 329


  * A.1.1 ... Basic Training Offering ... 330


  * A.1.2 ... Target Group and General Requirements ... 331


  * A.1.3 ... Delivery ... 332


  * A.2 ... Continuous Quality Checks ... 335


  * A.2.1 ... Continuous Quality Check for SAP Solution Manager ... 335


  * A.2.2 ... Continuous Quality Checks for Implementation ... 336


  * A.2.3 ... Continuous Quality Checks for Operations ... 336


  * A.2.4 ... Continuous Quality Checks for Upgrade Projects ... 338


  * A.3 ... Services from SAP Active Global Support ... 340


  * A.3.1 ... SAP Business Process Management ... 340


  * A.3.2 ... Data Volume Management ... 340


  * A.3.3 ... SAP EarlyWatch Alert ... 340


  * A.3.4 ... Preparation Session for SAP Solution Manager ... 341


  * A.3.5 ... SAP GoingLive Check ... 341


  * A.3.6 ... Optimization Sessions ... 342


  * A.3.7 ... SAP Technical Integration Check ... 343


  * A.3.8 ... SAP Business Process Performance Optimization ... 344


  * A.3.9 ... SAP Interface Management ... 345


  * A.3.10 ... SAP Solution Management Assessment ... 345


  * A.3.11 ... Modification Justification Check ... 346


  * A.3.12 ... Solution Architect Services ... 347


  * A.3.13 ... Other Services from SAP AGS ... 347


  * A.4 ... SAP Product Standards ... 348


  * A.4.1 ... SAP Product Standard: Business Configuration ... 348


  * A.4.2 ... SAP Product Standard: IT Service and Application Management ... 352


  * B ... Bibliography ... 359


  * C ... Editors ... 361


  * D ... Authors and Editorial Office ... 363


  * D.1 ... Editorial Office ... 363


  * D.2 ... Authors ... 363


  * ... Index ... 367