11.1. presentation kone expertum_sapience_2009_v1 0

SAP WORLD TOUR 09 meets 3rd SAPience.be TECHNOLOGY DAY

Change request management powered by Solution managerAn integrated approach for development and support at KONE international

Xavier LanguySAP integration manager, KONE international.Oliver BuyssensSAP SolMan Teamlead, ExpertumSAP Lounge, VilvoordeJune 3-4, 2009

© SAP 2009 /

1. Introduction1.1. Expertum1.2. KONE

2. KONE’s environment2.1. SAP Landscape2.2. SOLMAN

3. SOLMAN3.1. Scope @ KONE3.2. Service-Desk3.3. CHaRM

4. Lessons learned4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement

Agenda

© SAP 2009 /

1.1. Expertum

Founded in 2006 Team of +30 SAP Experts and Project Managers Mission: providing superior long-term customer & employee value Offering expertise in the following domains:

Finance Supply Chain Management Business Intelligence Product Lifecycle Managment Project Management Own SME Solution: Value4SAP ITIL and SAP SolMan

Co-Chairman of Sapience Technology Commission – SolMan Task Force For more info: www.expertum.net

© SAP 2009 /

ITIL – Service Support

© SAP 2009 /

1.2. KONE in brief

Key figures Dec 31, 2008

Operating income EUR 558 million

Sales EUR 4,603 million

Personnel 34,800

KONE’s objective is to offer the best People Flow™ experience by developing and delivering solutions that enable people to move smoothly, safely, comfortably and without waiting in buildings in an increasingly urbanizing environment KONE is present in around 50 countries worldwide KONE has approximately 250,000 customers globally, of which the majority are maintenance customers

© SAP 2009 /

1.2 KONE : About 700,000 elevators & escalators in it’s maintenance base

KONE maintenance services cover the maintenance of elevators, escalators and doors

KONE has developed efficient maintenance processes in order to keep customer’s equipment running nonstop and to ensure the top level service quality

KONE Care™ service contracts, KONE remote monitoring services and 24-hour service centers ensure peace of mind for customers

© SAP 2009 /





Agenda

© SAP 2009 /

2. KONE’s environment

2. 1 SAP Landscape @ KONE KONE is running a classical ERP 3 tiers landscape in 4.7 and moving to ECC 6.0

Dev ClientsReferenceSandbox

Dev+CustoUpload Test

QA ClientsFull Prod copy

Upload testTraining

ProductionOne singleProd. client

© SAP 2009 /

2. KONE’s environment

2. 2 SOLMAN @ KONE KONE is running two SolMan systems : Development and Production

SOLMANDevelopment

SolMan Custo+DevERP (dummy) DEV ERP (dummy) QAS ERP (dummy) PRD

SOLMANProduction

SolMan ProdCUA

TDMS

© SAP 2009 /



3. SOLMAN3.1 Scope @ KONE3.2. Service-Desk3.3. CHaRM


Agenda

© SAP 2009 /

3. 1 SOLMAN SCOPE @ KONEOverview – SolMan LifeCycle

© SAP 2009 /

3.2 Service-Desk principles andcharacteritics @ KONE

Initiated by Key Users from satellite systems or by the support directly in SolMan

Information push principle (emails)Currently reserved for incidents/support inside SAPSegregation between Incident and Change ManagementStick to SAP standardEach Key User is attached to one single support teamWeb enabled

© SAP 2009 /

1. Integration ChaRM / Service-Desk : How does it work ?

2. Logical link

3. Principles

4. Document design

5. Status flow

6. Project status

3.3 ChaRM or Change Request Management

© SAP 2009 /

3.3.1. ChaRM-Service Desk integrationHow does it work ?

Dev QA Prod

ChaRM Service-Desk

TMS

© SAP 2009 /

3.3.2 CHaRM : Logical link

Message

ChangeRequest

Correction

Transports

ChangeRequest

Transports

© SAP 2009 /

3.3.3 ChaRM : Principles at KONE

Development and low priority fixes going 3 times per year to production

Weekly import of high-medium consolidated fixes, (automated) but left in buffer

Manual import of very-high bypass (avoiding Urgent correction usage)

Implementation team is the team in charge of the correction (not always the support team)

Urgent corrections and test messages used during integration testing only

© SAP 2009 /

3.3.4. ChaRM : Document design

Support Message

SupportChangeRequest

UrgentCorrection

DevChangeRequest

Business layer(Service-Desk)

Administrative layer(ChaRM)

CommonOperational layer(ChaRM,TMS)

NormalCorrection

AdminCorrection

SUPPORT

DEVELOP

© SAP 2009 /

3.3.5 Normal Correction status flow

Documentation

Integration testing

Single testing

Code review

Doc review Development

Testing

Consolidation

Production

© SAP 2009 /

3.3.6. CHaRM Project status

No Release

ReleaseIntegra-

tionTesting

Go-Live

NormalCorrection

NormalCorrection

Test Message

UrgentCorrection

NormalCorrection

NormalCorrection

Test Message

UrgentCorrection

UrgentCorrection

Implementationproject

Maintenanceproject

© SAP 2009 /

Lessons learned 4.1 Benefits

4.1.1 Service-Desk benefits Ease of use for Key users (1 hour training) Context capture at message creation, no loss of information Integration with the other SOLMAN components (ChaRM,

project, test, knowledge base ) Seamless integration from start to the end (SAP Market-

place) ITIL based support

© SAP 2009 /

Lessons learned 4.1 Benefits

4.1.2 ChaRM benefits Better overview and control of changes Project based (mandatory) Control on concurrent development (Workbench Locking) Reducing volume of transports to productions Support complex landscape Flexible tayloring to you requirements

© SAP 2009 /

4. Lessons learned4.2 Improvement & Attention

4.2.1 Point of attention Think about your change management process…gold

opportunity Challenge your service provider(s) for integration Clearly define your change flow (TMS) Clearly define your roles Stick to the standard Think about your package strategy (link to component)

© SAP 2009 /

Lessons learned4.2 Improvement & Attention

4.2.2 Points of improvement Documentation availability (in-line) Synchronisation between SOLMAN and TMS (lack of

control) Security not always using standard authority-check (more a

role based approach) Component concept to be reviewed (for SAP and non SAP

system). Dependency on IBase component should be taken into account

Direct access to TR from within the Change Document

11.1. presentation kone expertum_sapience_2009_v1 0

Documents