Meet the Expert

SAP Operations Processes and

Toolsets

Various ExpertsSAP Customer Success

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Questions?

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Objectives of high-end operations of hybrid solutions

Availability

“Higher Availability of core systems is business critical.

A production down situation of the core systems due

to wrong system administration and lack of back-up

and recovery might negatively impact our overall

results!“

End User Experience

“My ticket was processed within a short time frame

and got a quick solution for my incident, so that it

resolved my issue!“

Cost Efficiency

“A higher Business Value of our IT

operations optimizes the TCO.”

“I can be more efficient when checking the

system status in one tool instead of 10

different tools!“

Supportiveness Transparency

“Full transparency of the systems and

processes help me to get out of the

reactive mode. With that I can increase

the efficiency of my operations team!“

Agility

“A shorter Business Downtime helps

us to achieve our sales figures and

improves the business agility!“

Innovation

“My team is expected to keep our

solution up with constantly changing

business requirements. I need to

continuously innovate and adapt.”

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Next generation Operations Control Center at Customer in Latin America

… a multinational company which operates in more than 50 countries. It ranks among the top five enterprises in its industry

segment worldwide.

Customer uses a modern, fully digital integration platform for hybrid operations. It is a multi-device system that provides a

seamless experience for live monitoring and alerting, i.e. detect-to-correct processing. It delivers real-time, detailed information

that the OCC needs to consume it in attended and unattended (re-)actions to exceptions within the system and solutions

landscape.

Customer’s Operations Control Center (OCC) maintains

continuous availability and optimal performance of critical services

by enabling real-time transactional visibility for and management of

service operations by a shared response and analytics team within

the IT organization (CCOE).

Established in 2014, it’s scope includes:

• 50 + people working 24/7 in Latin America, Europe and India,

• 100+ Unix and Windows servers, SAP components, SAP

HANA databases, as well as other databases and platforms,

• 100+ cloud services.

This customer is supporting SAP Services by co-innovating as pilot

customer for SAP Operations Control Center and Hybrid

Operations content and toolsets.

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IT Event Management and Continuous ImprovementMake Alerts, Reactions, and Insights intelligent and automated…

Intelligent and Automated Event Consumption is part of the IT process Detect-to-Correct, or IT Event Management. Through this process,

IT Operations (human and machine agents) react to IT events, i.e. exceptions, warnings, errors, by following predefined and automated

procedures to bring operations back to normal operations (predefined by objectives and agreements).

Dynamic operational behavior is learnt by smart monitors for metrics, which - if anomaly is detected - trigger events/alerts to be processed.

Moreover, operational data (possibly augmented by experience data) are stored for and consumed by analytical applications and unified

dashboards in the OCC boardroom.

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Next generation Operations Control Center - Example

The transition to digital era includes the Operations Control Center to be able to deliver the quality of support that customers

need:

• high availability and performance of hybrid business processes and system landscape,

• more resilience through automation, attended and unattended, optimally learned over programmed,

• fast resolution of events (proactive) and incidents (reactive),

• Increased proactiveness through human-machine collaboration.

Before modern OCC:

If alerts are received generally in email mailboxes, they

are re-sent as email to responsible teams, with or without

alert details, and requesting action in order to clear the

alert.

With modern OCC:

• Best of breed metric and event Feeder Systems (data

collectors/event sources) (→ incl. SAP Solution

Manager)

• Central Event Manager (correlation, suppression,

prediction) (→ incl. ML/AI extensions)

• Collaborative consumption of information by Operators

and Operobots, including fully-automated reaction

procedures (unattended) and semi-automated reaction

procedures (attended) (→ incl. RPA/CAI)

• Critical Incident Management trigger (→ incl.

integration in ITSM systems)

Central

Event

Manage-

ment

Monitoring/

Alerting

ITSM

Notification

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Next generation Operations Control Center - Example

1. Automation: An alert is/several alerts are triggered in source managing system, processed in central event manager, and

posted to consumption in Event Management collaboration system.

2. Attended Use Case: OCC Operator uses ChatBots/CAI, i.e. commands, to check the alert(s). These Operobots reply with

the information the Operator asks or directly send messages to the responsible team to take further actions.

→ Team Collaboration, Human-Machine Interaction

3. Unattended Use Case: OCC Operobot uses Automation/RPA, i.e. scripts, to executes procedures automatically and

address the issue(s) underlying the alert(s).

→ Procedure Automation

Example

Attended: Commands (→ Conversational Artificial Intelligence/CAI)

Unattended: Scripts (→ Robotic Process Automation/RPA)

Operator A

Operobot

Operobot Result

Operobot

Operobot

Operator B

Please note:

I am multilingual…

Robin Haettich

Operobot

Operobot

Operator A

Questions?For questions after this session, contact us at florian.blaesche@sap.com and attila.giber@sap.com.

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