i servizi sap per migliorare la produttività delle applicazioni multicanale

SAP for Connecting People

Strategic Assessment Service

Key Trends and Customer expectations

© 2012 SAP AG. All rights reserved. 3

Key Trends in Business Application Access

• Web-Enabled Applications

• Easy Access to Information

• Desktop Integration

• Mobility

• Wider Access for Employees

• Simpler Design

• Interactivity

• Collaboration

• To give more people in the enterprise access to applications and information

• To give people easier access to information

• To give access to mobile users

• To deliver applications over the Web

• To integrate into the desktop tools people are using today (email, etc.)


Users Expectations vs Customer UI Strategy

People need to access information and processes via their user interface of choice, for ease of use and improved productivity.

Customers are looking for Enterprise Strategy to improve their existing environment and make user interfaces easier to consume by their end-users, in order to drive business process adoption and compliance with the highest flexibility and lowest TCO.


The Impact of Poor User InterfacesToday’s Common User Issues

Productivity can fall up to 40% when a user frequently switches tasks and applications

Finding information can cost $10,000 per person per year

Mobile workers cannot work unless they can access systems and information

Complicated interfaces require expensive user training and support

Users outside the firewall may choose a competitor rather than learn complicated software

Getting started with SAP for Connecting People


Drivers of Analysis

Application features

User interaction

Usability requirements

Device availability

Device drivers requirements

Security policy

Online/Offline

Connection availability


Distinctive needs to connect people, processes and information


Tools & methodsCustomer scenario analysis

Casual UsersDemands simple user interfaces with intuitive interaction modelsDoesn’t want to read manualsPotentially uses multiple devices

Professional UserRequires a fast and detailed user interfaceIs very experienced and skilled

Specialized UserRequires a fast and simple user interface to perform limited operational activitiesIs experienced and skilledPotentially needs remote access to data

EmployeeRequires simple user interfacePerforms self services activities (Maintain employee records, travel planning / expense reporting self services, etc.)Uses e-learning applications


Use (personal) caseArea C - Milano

# Step

1 Information

2 Select menu

3 Input car plate

4 Confirm

5 Select payment method

6 Confirm

7 Pay

8 Print

9 Get the receipt

# Step

1 Start PC

2 Logon

3 Start browser

4 Search Google “Pagamento Area C Milano”

5 Select link

6 Read and select the right link

7 Input car plate

8 Define payment amount – 5€

9 Identify and enter the page where to buy the ticket

10 Enter the quantity

# Step

11 Proceed to buy

12 Enter credit card number

13 Enter security code

14 Enter expiration date

15 Enter owner

16 Enter email address to get transaction confirm.

17 Proceed

18 Print confirmation

19 Access the activation web page

20 ….


Different devices require different solutions

Desktop Devices Mobile Devices

PCs based on Microsoft Windows

Apple Desktops with MacOS

Desktops with Linux

GoogleAndroid

BlackBerry(RIM)

iPhone/iPod

Apple iPadLaptop / Netbook Devices(e.g. Windows, Mac OS)

Browser-based support

Native support for mobile devicesNative support for desktop devices


Customer background analysis

How many employees of your organization deal with IT Application to perform personal and business activities?

What roles and types of roles in your organization are made up of remote workers (e.g., shop floor workers, sales representatives)?

Do your customers or suppliers need access to your systems?

Do you plan to support „Bring Your Own Device“ ?

Do employees of your organization or business partners (suppliers, dealer or customers) have remote access to critical data? (eg. via their mobile devices)

What kind of Business Processes do you manage through IT Applications?

What type of workflows are in place now?

In which areas / lines of your business would you see the highest potential through business processes automation? Are you able to manage and support different mobile devices centrally from a remote place in order to have a fast and consistent control over the applications used by your employees?


Customer background analysisPeople, Processes, Applications, Access Channel


Business Application AccessCurrent Architecture

Application Foundation / IntegrationApplication Foundation / Integration

SAP In-Memory Appliance (SAP HANA)SAP In-Memory Appliance (SAP HANA)

SAP BPM

Remote AccessRemote Access

SAP Business SuiteSAP Business Suite

SAPCRM

SAPERP

SAPPLM

SAPSCM

SAPSRM

SAP Business All-in-One

SAP Business AnalyticsSAP Business Analytics

AnalyticApplications


BusinessIntelligenceBusiness

IntelligenceData

WarehousingData

Warehousing

Enterprise Information

Management


Management

Enterprise Performance Management


Governance, Risk and

Compliance


ComplianceSustainabilitySustainability

SAP Business ByDesign


SAP Business OneSAP Business OneSAP Business Suite

SAP CRM SAP ERP SAP SCM SAP HCM SAP SRM

Paper

Paper

GUI

RF transaction

GUI

Web Dynpro

Web Dynpro

GUI Web Dynpro


SAP for Connecting People

SAcP Engine


Business Application AccessCurrent Architecture

Application Foundation / IntegrationApplication Foundation / Integration

SAP In-Memory Appliance (SAP HANA)SAP In-Memory Appliance (SAP HANA)

SAP BPM

Remote AccessRemote Access

SAP Business SuiteSAP Business Suite

SAPCRM

SAPERP

SAPPLM

SAPSCM

SAPSRM

SAP Business All-in-One

SAP Business AnalyticsSAP Business Analytics



BusinessIntelligenceBusiness

IntelligenceData

WarehousingData

Warehousing


Management


Management




Compliance


ComplianceSustainabilitySustainability



SAP Business OneSAP Business OneSAP Business Suite

SAP CRM SAP ERP SAP SCM SAP HCM SAP SRM

Paper

GUI

RF transaction

GUI

Web Dynpro

Web Dynpro

GUI

Mobility PlatformMobility PlatformHybrid Web Container Apps Native SDK

Odata/DOE/Data Modeling Connectors and Mobile BusinessObject

Web Dynpro

AIF

AIF


UI Clients

Less UI Clients,more functionalityUI Clients

UI IntegrationServices

More UI Services for Efficiency and Interoperability

UI IntegrationServices

Roadmap Overview UI Technologies: Integration & Consumption

TomorrowToday

UI-relevantRepositories

Consolidated repositories and their related artifacts

UI-relevantRepositories

SAP for Connecting PeopleStrategic Assessment


Customer Needs

A clear UI Strategy to drive business process adoption and compliance with the highest flexibility and lowest TCOAct considering business impact and value potential of technologies (eg. Mobile devices growth)

SAP for Connecting People Strategic Assessment

Benefits from SAcP Assessment

Customer UI Strategy defined according to SAP UIs solution roadmapTarget Architecture tailored to customer background, future needs and strategyAdoption RoadmapRecommendations for Next Steps

How SAP can support

Helps Customer to define UI Strategy all over the company aligned with users expectations and SAP’s UI strategy and roadmap

How it works:Assessment Onsite Workshop to analyze Customer scenario, needs and strategyRemote Working Session to define target Application Access Architecture and Adoption RoadmapFinal Session to present findings and deliverables

1 2 3


Tools & methodsQuestionnaire

Strategic Assessment for Connecting People

Question Answer CommentGeneral QuestionsWhat are your expectations for this workshop?How many employees do you have? How many employees of your organization deal with IT Application to perform personal and business activities? How many employees of your organization already deal with mobile devices to perform personal and business activities? What roles and types of roles in your organization are made up of remote workers (e.g., shop floor workers, sales representatives)?Do you already have a mobile business strategy? (Define it)Do your customers or suppliers need access to your systems?Do you have forms, paper-based or electronic, that your employees, partners or customers must complete?Do you plan to support „Bring Your Own Device“ (allow external devices into the internal network)?Do employees of your organization or business partners (suppliers, dealer or customers) have remote access to critical data? (eg. via their mobile devices)

Business Scenario QuestionsWhat kind of Business Processes do you manage through IT Applications? Complete Current

ArchitectureWhat type of workflows are in place now that could be improved by a new access channel? (workflows as travel requests, vacation requests, stock replenishment, etc)

Use Case qualification

What type of new workflows are you going to develop? Use Case qualification

In which areas / lines of your business would you see the highest potential for mobile usecases/scenarios?

Use Case qualification

Architecture QuestionsWhich is your current portal platform? (Sharepoint, SAP Portal, etc.)Do you use different portal platform for different business scenarios? (eg. Intranet/Internet)Are you able to manage and support different mobile devices centrally from a remote place in order to have a fast and consistent control over the applications used by your employees?Do you already have a platform to develop Mobile Applications?

Technical QuestionsHow do you ensure you fulfill software requirements for your mobile workers in a timely manner? (software distribution, services provisioning, etc.)How do you protect data and applications on mobile devices of your employees?

Do you have a set process and guidelines for mobile device usage and security?

Do you keep regular backup of mobile workers’ critical business data and documents?How costly is it for you to manage and update mobile applications (incl. security applications) for your employees?How much time does it typically take for a mobile worker in your organization to manage and update applications to their mobile devices?Do you need compliance to government regulations on data management?How often do you come across a security threat to mobile devices of your employees?If external users are required to access to your application:

which kind of access channel can be used?how do you generally grant security for such communication?

Complete Roles Mapping Matrix General Questions on

customer background

Business Scenario Questions to collectinformation on currentapplication architecture

Architecture Questions on current IT landscape

Technical Questions on IT guidelines and compliancerequirements


SAcP deliverables

Target Architecture

Adoption roadmap

1

2

Benefits3


Un esempio di deliverableAnalisi del ruolo dei Sales in Olii Italiani


Tools & methods: User role analysis (AS-IS)

Processo Canali di accesso Backend Device

Creazione promozioni CRM web client UI SAP CRM PC

Creazione ordini di vendita SAP GUI for Windows SAP ECC PC

Check disponibilità prodotto SAP GUI for Windows SAP ECC PC

Gestione rimborso spese Email SAP ECC PC

Gestione ferie Email Inaz PC

Visualizzazione report TPM sulle promozioni Web Browser SAP BW PC

Reporting e analisi vendite e marginalità del cliente Client nativo Board PC

Dispute Management SAP GUI for Windows SAP ECC PC

Principali pain points Criticità

Impossibilità di accedere alle informazioni presenti sui sistemi in qualsiasi momento e da qualsiasi luogo

Alta

Eterogeneità dei canali di accesso Alta

Impossibilità di accedere alle informazioni in assenza di connettività (es. presso i buyer) Alta


Tools & methods: High level architecture (AS-IS)

People Layer

DeviceLayer

Access Channel Layer

Application Layer

SAP NW PI 7.31

SAP CRM 7.0

SAP ECC 6.0 EhP6

MM WM FI SDPP

SAP BW7.0

INAZ Board

Sales


Tools & methods: Role’s needs vs coverage

Livello 1 Livello 2 Requisiti Attuale grado di copertura

1. Complessità applicativa

1.1. Complessità interfaccia

1.2. Complessità grafica

1.3. Complessità logiche di validazione del dato

2. Interazione utente

2.1. Frequenza di Accesso

2.2. Durata della sessione

2.3. Necessità di leggere/scrivere il dato in tempo reale

3. Usabilità

3.1. Intuitività e semplicità dell'interfaccia

3.2. Livello di configurabilità

3.3. Grado di omogeneità delle interfacce

4. Utilizzo di periferiche

4.1. In entrata

4.2. In uscita

5. Sicurezza

5.1. Necessità di effettuare transazioni certificate elettronicamente

5.2. Livello di sicurezza nella gestione dei dati

5.3. Complessità politiche di autenticazione

5.4. Necessità di gestire ruoli autorizzativi ulteriori rispetto aisistemi di backend

6. Dislocazione geografica 6.1. Grado di mobilità


Tools & methods: User role analysis (TO-BE)

Processo Canali di accesso Backend Device

Creazione promozioni Native App/HWC SAP CRM Tablet

Creazione ordini di vendita Native App/HWC SAP ECC Tablet

Check disponibilità prodotto Native App/HWC SAP ECC Tablet

Gestione rimborso spese Native App/HWC SAP Portal/BPM Tablet

Gestione ferie Native APP / HWC SAP Portal/BPM Tablet

Visualizzazione report TPM sulle promozioni Native APP / HWC SAP BW Tablet

Reporting e analisi vendite e marginalità del cliente Native APP / HWC Board Tablet

Dispute Management Native APP / HWC SAP ECC Tablet

Caratteristiche della nuova UI Valore

Accesso ai dati in tempo reale e da qualsiasi luogo Alto

Omogeneità delle modalità di fruizione delle applicazioni Alto

Omogeneità nel livello di personalizzazione delle applicazioni abilitato dalla Mobile Platform Medio

Miglioramento della produttività e riduzione della curva di apprendimento data dalla maggiore semplicità e intuitività dell’interfaccia

Alto

Omogeneità delle procedure di autenticazione delle utenze Alto


Tools & methods: High level architecture (TO- BE)

People Layer

DeviceLayer

Access Channel Layer

Application Layer

SAP NW Gateway 2.0

Sybase Unwired Platform 2.1 SAP Afaria7.0

SAP NW PI 7.31

SAP CRM 7.0

SAP ECC 6.0 EhP6

MM WM FI SDPP

SAP BW7.0

INAZ Board

Sales

SAP NW Mobile 7.1


Value Drivers e principali benefici

Key Areas Value DriversAccesso in qualsiasi momento e in qualunque luogo ai sistemi di backend

per visualizzare/gestire informazioni aggiornate:relative ai clienti e contatti, visibili anche su mapperelative a promozioni, storia del cliente e situazione creditizia

eseguire procedure interni, quali richieste ferie / rimborso spese, con la possibilità di monitorare il processo di approvazione

Accesso in mobilità alle informazioni

Maggiore efficacia nell’esecuzione dell’attività di vendita presso i clientiRiduzione della rilavorazione degli ordini dovuti a mancanza di disponibilità dei prodotti nelle date concordate con il clienteRiduzione dell’operatività e conseguente aumento della produttivitàRiduzione tempo di completamento del processoRiduzione errori nella registrazione a sistema delle informazioni

Principali benefici di business

Nota: per il cliente questa analisi è stata fatta anche per i ruoli Manager e Plant Worker


Iniziative individuate e priorità

HighLowLow

High

Valore

Fattibilità Low Technology / Business RiskOrganizational Readiness

Low Transition Cost

TCO ImpactProcess Savings

Strategic BenefitsKey Differentiators

Compliance

App Creazione OdV

App Creazione OdV

App gestione ferie

App gestione ferie

App reporting analisi vendite e

marginalità cliente

App reporting analisi vendite e

marginalità cliente

App report TPMApp report TPM

App Workflowdi approvazione

RDA

App Workflowdi approvazione

RDA

App CheckdisponibilitàApp Checkdisponibilità

App gestione promozioni

App gestione promozioniApp rimborsi

speseApp rimborsi

spese

App Entrate Merci

App Entrate Merci

AppDisposizioni

portuali

AppDisposizioni

portuali

Thank You!

SAP Assessment for Connecting People


No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.Oracle and Java are registered trademarks of Oracle and/or its affiliates.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

© 2011 SAP AG. All rights reserved.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.


© 2012 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.

Linux is the registered trademark of Linus Torvalds in the United States and other countries.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries.

Oracle and Java are registered trademarks of Oracle and its affiliates.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc.

HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.

IOS is a registered trademark of Cisco Systems Inc.

RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited.

Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.

INTERMEC is a registered trademark of Intermec Technologies Corporation.

Wi-Fi is a registered trademark of Wi-Fi Alliance.

Bluetooth is a registered trademark of Bluetooth SIG Inc.

Motorola is a registered trademark of Motorola Trademark Holdings LLC.

Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.

i servizi sap per migliorare la produttività delle applicazioni multicanale

Technology

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sap forconnecting people

kind of business processes

business processes automation

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applications easy access

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