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.
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
Reihe
Sprache
Verlagsort
Zielgruppe
Editions-Typ
Maße
Höhe: 24 cm
Breite: 16.8 cm
ISBN-13
978-1-59229-025-3 (9781592290253)
Schweitzer Klassifikation
Autor*in
Dr. Michael Missbach is senior consultant at Hewlett-Packard and works at the SAP HR Competence Center in Walldorf, Germany.
Ralf Sosnitzka is senior technical consultant at SAP Systems Integration AG. He is repsonsible for planning and implementing SAP compotents for projects dealing with introduction and release changes. Furthermore, he assures that SAP systems run first rate.
Dr. Mathias Wilhelm works as Senior Solution Architect for Customer Solutions at HP Managed Services Europe.
Josef Stelzel is an SAP Program Manager at Microsoft. He specializes in developing and implementing highly accessible solutions for SAP Intrastructure.
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 ...
