Business Transformation through convergence of the SAP CCoE and Solution Manager 7.2. Saphila 2017 Britehouse

Transcription

1 Transformation through convergence of the SAP CCoE and Solution 7.2. Saphila 2017 Britehouse

2 SAP Solution 7.2 Release schedule H2/2015 H1/2016 End Solution Ramp-up Goto release Solution 7.1

3 Need for repositioning of IT Stabilise run optimise Increased compliance requirements Global / Local Statutory & Regulatory reporting IFRS, FSA, SEC Total care Transformation More complicated and visible data challenges Harmonisation and conversion Sustainability Central to all geographies Integrity and single point of truth IT / business convergence Dynamic, responsive supply chain needs Drives new business functionality for: Leap change Inventory optimisation Global supply chain Total cost of ownership More complicated resource strategy Outsourcing and off-shoring Talent management Workforce optimisation Increased focus on standardisation Reduced costs of and easier Improved data and process quality Improved flexibility Hybrid model IT and business strategy Lean / mean Start small Grow

4 Performance Value proposition Seamless transition from Project to Support Maximum integration and real time information Expected performance level per business case Go live Streamline your process Inter-process efficiencies Continuous improvement process Stabilisation Current performance level Horror stories Time

5 SAP Solution 7.2 Process management Today, customers are challenged with synchronising business models with IT solution documentation across build and run SAP Solution manager 7.2 comes with a dramatically improved solution documentation capability Integrated graphical BPMN process editor SAP Solution solution documentation Web-based documentation experience Integrated BPMN process editor Multi-level hierarchies (more than three) Processes assembled from re-use libraries Processes are validated and optimised continuously based on real usage Requirements management Integrated process experience IT project and portfolio management integration Change and request management integration Test management integration process monitoring integration

6 Convergence Transformation of your business through : Tools, People & Governance Solution and other tools capabilities include Incident / change / testing management People management includes Organisational structure / communication Monitoring /job scheduling Resource strategy Custom code / data consistency Tools People Talent management / skills Knowledge / experience The goal of a CCoE is through Sol Man / IT and business operations To Provide a single source technology platform to manage Projects and AMO Governance Governance touches Processes ( Functional, Gov and Sol Man ) Roles & responsibilities Communication / committee IT policies

7 Customer Centre of Expertise (CCoE) Concepts and growth SAP Centers of Expertise are reactive to any business need, waiting for unsolicited help desk tickets or business input Competency Centers react to requirements SAP Centers of Excellence on the other hand are proactive & try to find ways to apply technology & resources to value propositions & competitive pressures ongoing Centers of Excellence actively look for value opportunities Doing things right The Operations Control Centre (OCC) is SAP s recommended methodology for efficient SAP operations The methodology is also called Run SAP like a Factory

8 Maximize TCO and ROI How? transformation with IT as an enabler BUILD SAP ( Projects ) Sol Man Methodology RUN SAP ( AMO ) Increase project agility through Sol Man focused build Standard project delivery with Sol Man 7.2 Processes Increase efficiency and lower cost through Sol Man OCC AMS RunSAP Like a Factory delivery model & stand. of services Optimise business value Process modelling, build, automate, test and deploy Collaboration requirement to deploy and release Tools Organisation Automation, alerting, monitoring, incident, dashboards Collaboration with LOBs and customers SAP Project & AMO Convergence with CCoE Framework as an enabler TCO Smooth and optimum delivery Transition between projects & AMO Realised business value Projects SAP Project OCC AMS Enabler for business value AMS CCoE

9 Customer Centre of Expertise (CCoE) Capability Framework Ensure alignment between the different areas to make sure that they are working together and the individual layers each other Effective Efficient Strategy for management and governing of the CCoE it s rollouts, operations / future expansion to other business units and needs to be defined The organisation ing the strategy & the underlying processes and tools needs to be put in place Clear governance rules & processes need to be defined Central licence mgmt. ownership & procurement Processes for the management of the CCoE, releases, business processes,, testing, rollouts, incident & change management need to be defined to the strategy and utilise the Solution tools SAP Solution ( Technical, business process and end user monitoring, ITSM (Helpdesk),CHaRM, testing to be embedded within business ) People are required with the right set of skills to ensure strategy execution, governance, process design and maintenance inclusive of tools operation and administration

10 Q-Gates SAP operations control centre charter Foundation Phase 1 Phase 1 extensions Phase 2 Phase 3 OCC charter approved OCC Governance Role & authorisation concept Operations Virtual team with R&R / roster OCC area / screens in place Monitoring infrastructure ready Day to day maintenance & processes Implement communication plan Prod foundations & EWA Maintenance optimiser Job monitoring (without CSP) for critical jobs Extend governance to include business Prod Solman ready based on sizing Configuration of managed systems Webmethods data provider Interactive reporting & dashboards (as-is) Dev & QA initial technical monitoring Interface monitoring for critical interfaces Technical monitoring cross technologies SAP & non-sap Exception management cockpit Solman shelf monitoring Configuration validation / compliance EEM IT infrastructure monitoring DVM BPOps selected KPIs OCC BPOps Process Operations

11 Customer satisfaction Performance measurement Centralisation Process standardisation Effective operations CCoE value proposition Pillars of achievement Customer Centre of Expertise Strategy Governance and organisation Processes Tools and standards Workforce and skills

12 Reduce number of Incidents Free resources to add business value Overall value drivers & objectives for CCoE / OCC through RSLF Reduce costs & risk while improving service to the business Reduce number of events & accelerate clearance when they do arise Maximise cost efficiency & productivity of costly IT resources Measured, tangible continuous improvement of IT & business processes Avoidance & automated resolution End Enablement L1 Enterprise Service Desk L1.5 SAP Centric Support L2 Key Resources Usual Shift Left - Move clearance Optimised closer to source INCREASING COST PER TICKET - INCREASING TIME - DECREASING CUSTOMER SATISFACTION

13 SAP CCoE organisation responsibilities objective Responsible to run SAP solutions, manage issues, provide skill sets & services to implement projects & maintain SAP Realise value of the current and future SAP investments and control TCO A well-defined CCoE incorporates Plan, Build and Run activities Exception Handling Data Integrity Global business process champion Regional business process champion End user Key user Program Office (PMO) Incident management management Relationship management Strategy Solution documentation IT Custom development Process Optimisation IT infrastructure SAP Technical Operations Service level management Change request management Test management Transition management Root cause analysis Custom code management process and interface monitoring Data volume management Job scheduling management Transactional consistency System administration System monitoring

14 Key CoE related roles domain owner process owner process expert / champion Key / super user PMO manager PMO analyst Portfolio manager Program manager Project manager Global business process champion Regional business process champion End user Key user Program Office (PMO) Demand / supply manager management process analyst Custom development Process Optimisation SAP Technical Operations process architect Enterprise data steward IT infrastructure IT Roles do not map to job positions and can be combined as necessary

15 Key CoE related roles Plan roles COE lead Resource manager Financial manager Supplier relationship manager Strategy manager relationship manager IT Global business process champion Regional business process champion Custom development End user Key user management Process Optimisation IT infrastructure Program Office (PMO) SAP Technical Operations Domain architect Enterprise architect Chief architect Release manager process manager

16 Key CoE related roles Build roles Solutions designer Solutions developer Interface / integration expert Service provider Test manager Tester Global business process champion Regional business process champion End user Key user Program Office (PMO) Operational acceptance manager Transition manager Training manager OCM manager Knowledge manager management Custom development Process Optimisation SAP Technical Operations IT infrastructure IT Technology expert Compliance / security expert Master data expert process expert (IT) BI management expert

17 Key CoE related roles Run roles Service owner Service desk agent Incident manager Change manager Problem manager SLA management analyst Change owner application management expert Global business process champion Regional business process champion End user Key user Program Office (PMO) management Custom development Process Optimisation SAP Technical Operations IT infrastructure IT Availability manager Database administrator Security manager Capacity manager Basis manager Network manager Basis administrator Configuration manager

18 CCoE / OCC ITIL levels End users (Level 0) Support provided by super users 1 st Line Support provided by service desk 2 nd Line Support provided by functional consultant Support provided by technical consultant 3 rd Line Support provided by functional specialist Support provided by technical specialist Support provided by external / vendor

19 CCoE / OCC operating model ITIL process lifecycle Level 0 Level 1 Level 2/3 Strategy and planning Service, design, development and transition Service delivery and operations business Steering committee Service management Service operations and internal Service operations and external Continuous service improvement Strategy manager Program/project manager Super users Service level manager services appl specialists services appl specialists CSI manager Financial manager Release manager process owners Service control Finance Finance Innovation manager Demand/supply manager Test manager Service manager Sales Sales Service desk agent Procurement Procurement Service desk agent Inventory Inventory Service desk agent Manufacturing Manufacturing Incident manager SAP infrastructure specialist SAP infrastructure specialist Problem manager Basis Basis Change manager Solution manager Solution manager Change advisory board Development Network Development Network

20 Governance Boards IT Executive Board Defines the strategic direction for IT / SAP CCoE Alignment & business strategy Acts as highest approval instance for IT / SAP CCoÈ Strategic CCoE Steering Board Central point of truth for all SAP focused IT demand Builds the interface between business requirements and CCoE service delivery Risk, Security & Compliance Board Sets standards for legal and risk related topics Provides IT security guidelines Tactical Methods & Standards Board Develops, promotes, guides and enforces use of standards and patterns (quality assurance / design standards) Change Advisory Board Approves operational change requests on SAP landscape Gives to change manager regarding change impact analysis Operational / CCoE WG CCoE Internal WG Align on a regular basis on operational issues and business process alignment It forms several sub working groups e.g. to discuss processes and interfaces Align on a regular basis on CCoE internal issues and topics and general IT topics It forms several sub working groups e.g. to discuss between technical, functional and service desk or IT architecture / infrastructure

21 CCoE Assessment Methodology and approach Project organisation & planning Discover customer s SAP IT organisation Elaboration & documentation Presentation & handover Number of end users IT strategy doc strategy doc Current service catalogue Meeting with management sponsor Clarify project objective Set up project plan and workshops Kick-off meeting Initial knowledge transfer Define required documentation and prepare documentation Methodology: workshops, interviews & document study - Study information provided by customer (e.g. docs) - Interviews and questionnaire by experts based on SAP best practices and consultants experiences - Define business challenges etc. Consolidation of findings Issue prioritisation Elaboration of SAP best practices / recommendations High-level action plan 1 week 2 weeks SAP Capability Framework utilised - CCoE Strategy - CCoE Governance - CCoE Processes & Functions - CCoE Tools & Standards - CCoE Organization & Workforce summary (ppt.) Final presentation to customer. Handover of documents

22 Service Strategy & Planning Strategy and Planning? Strategy Financial Relationship Relationship ALJLR Relationship ALJID Relationship ALJACS Service Portfolio PMO Demand/Supply SAP Contract and Licensing HR Quality/ Assurance Sourcing/ Vendor/ Relationship Oender Mete Dir JSAP IT * Service Design & Development * Service Design, Development and Transition? Program/Project Func/Tech/Buss Virtual Team CRN s & Projects on Requirement Enterprise Architect SAP Functional Specialists Analyst Technical Analyst Service Catalogue Information Security Compliance Service Design Developer Service Transition IT Steering Group (ISG) Release Test Training OCM Knowledge Risk Access Data Change Advisory Board (CAB) Service Operations & Support Internal Lev 0 Super s Finance Super Finance Super Finance Super Finance Super HCM Super HCM Super HCM Super HCM Super Super Sales Super Sales Super Sales Super Sales Super CRM Super CRM Super CRM Super Legend Process Owners Finance Snr Analyst Jnr Analyst HR Snr Analyst Jnr Analyst Process Owner Snr Analyst Jnr Analyst Sales Snr Analyst Jnr Analyst Planning Snr APO Planner Snr SPP Planner Red outline = Phase 1 Roles Color Fill = Combined Roles No Color Fill = Individual Roles No Red Outline/Color Fill = Phase 2 Roles Service Delivery & Operations Buss Service Help Desk Service Operations Support Incident Configuration Capacity Availability Service Level Service Control SAP Service Internal Lev 1 Problem Change Secondary Service Operations & Support Asset Service Continuity Services DBM Service & Warranty Team Service Operations & Support Internal Changes and Projects Lev 3 Snr DBM Service Team DBM Sales Team Jnr DBM Service Snr DBM Warranty Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Enabling Services Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team DMS Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs Snr DMS SAP Infrastructure Basis (DBA) Snr BASIS Snr BASIS Snr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP SAP Integration Integration Coordinator Integration Coordinator SAP Landscape SAP Capacity SAP Landscape System Performance Monitoring Snr SP Snr SP Network Network Network Service Delivery & Operations CCoE Service Operations & Support Outsource Lev 2 Outsource DBM Service & Warranty Team Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team DBM Sales Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Outsource Enabling Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP Continuous Service Improvement Excellence Towards Excellence Continuous Service Improvement (CSI) Process Architect Innovator Innovation CCoE capability framework components Assessment Strategy Organisational structure CCoE end-state Governance Tools and standards Processes

23 Service Strategy & Planning Strategy and Planning? Strategy Financial Relationship Relationship ALJLR Relationship ALJID Relationship ALJACS Service Portfolio PMO Demand/Supply SAP Contract and Licensing HR Quality/ Assurance Sourcing/ Vendor/ Relationship Oender Mete Dir JSAP IT * Service Design & Development * Service Design, Development and Transition? Program/Project Func/Tech/Buss Virtual Team CRN s & Projects on Requirement Enterprise Architect SAP Functional Specialists Analyst Technical Analyst Service Catalogue Information Security Compliance Service Design Developer Service Transition IT Steering Group (ISG) Release Test Training OCM Knowledge Risk Access Data Change Advisory Board (CAB) Service Operations & Support Internal Lev 0 Super s Finance Super Finance Super Finance Super Finance Super HCM Super HCM Super HCM Super HCM Super Super Sales Super Sales Super Sales Super Sales Super CRM Super CRM Super CRM Super Legend Process Owners Finance Snr Analyst Jnr Analyst HR Snr Analyst Jnr Analyst Process Owner Snr Analyst Jnr Analyst Sales Snr Analyst Jnr Analyst Planning Snr APO Planner Snr SPP Planner Red outline = Phase 1 Roles Color Fill = Combined Roles No Color Fill = Individual Roles No Red Outline/Color Fill = Phase 2 Roles Service Delivery & Operations Buss Service Help Desk Service Operations Support Incident Configuration Capacity Availability Service Level Service Control SAP Service Internal Lev 1 Problem Change Secondary Service Operations & Support Asset Service Continuity Services DBM Service & Warranty Team Service Operations & Support Internal Changes and Projects Lev 3 Snr DBM Service Team DBM Sales Team Jnr DBM Service Snr DBM Warranty Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Enabling Services Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team DMS Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs Snr DMS SAP Infrastructure Basis (DBA) Snr BASIS Snr BASIS Snr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP SAP Integration Integration Coordinator Integration Coordinator SAP Landscape SAP Capacity SAP Landscape System Performance Monitoring Snr SP Snr SP Network Network Network Service Delivery & Operations CCoE Service Operations & Support Outsource Lev 2 Outsource DBM Service & Warranty Team Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team DBM Sales Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Outsource Enabling Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP Continuous Service Improvement Excellence Towards Excellence Continuous Service Improvement (CSI) Process Architect Innovator Innovation CCoE capability framework components Assessment Strategy Organisational structure CCoE end-state CCoE end-state Additional roles / jobs Additional bodies? 4 3 Additional roles / jobs Additional processes / steps Governance Tools and standards Processes 2 Additional processes / steps / functions Additional body? 1 Additional processes / steps / functions Changed process

24 Service Strategy & Planning Strategy and Planning? Strategy Financial Relationship Relationship ALJLR Relationship ALJID Relationship ALJACS Service Portfolio PMO Demand/Supply SAP Contract and Licensing HR Quality/ Assurance Sourcing/ Vendor/ Relationship Oender Mete Dir JSAP IT * Service Design & Development * Service Design, Development and Transition? Program/Project Func/Tech/Buss Virtual Team CRN s & Projects on Requirement Enterprise Architect SAP Functional Specialists Analyst Technical Analyst Service Catalogue Information Security Compliance Service Design Developer Service Transition IT Steering Group (ISG) Release Test Training OCM Knowledge Risk Access Data Change Advisory Board (CAB) Service Operations & Support Internal Lev 0 Super s Finance Super Finance Super Finance Super Finance Super HCM Super HCM Super HCM Super HCM Super Super Sales Super Sales Super Sales Super Sales Super CRM Super CRM Super CRM Super Legend Process Owners Finance Snr Analyst Jnr Analyst HR Snr Analyst Jnr Analyst Process Owner Snr Analyst Jnr Analyst Sales Snr Analyst Jnr Analyst Planning Snr APO Planner Snr SPP Planner Red outline = Phase 1 Roles Color Fill = Combined Roles No Color Fill = Individual Roles No Red Outline/Color Fill = Phase 2 Roles Service Delivery & Operations Buss Service Help Desk Service Operations Support Incident Configuration Capacity Availability Service Level Service Control SAP Service Internal Lev 1 Problem Change Secondary Service Operations & Support Asset Service Continuity Services DBM Service & Warranty Team Service Operations & Support Internal Changes and Projects Lev 3 Snr DBM Service Team DBM Sales Team Jnr DBM Service Snr DBM Warranty Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Enabling Services Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team DMS Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs Snr DMS SAP Infrastructure Basis (DBA) Snr BASIS Snr BASIS Snr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP SAP Integration Integration Coordinator Integration Coordinator SAP Landscape SAP Capacity SAP Landscape System Performance Monitoring Snr SP Snr SP Network Network Network Service Delivery & Operations CCoE Service Operations & Support Outsource Lev 2 Outsource DBM Service & Warranty Team Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team DBM Sales Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Outsource Enabling Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP Continuous Service Improvement Excellence Towards Excellence Continuous Service Improvement (CSI) Process Architect Innovator Innovation CCoE capability framework components Assessment Strategy Organisational structure CCoE end-state CCoE end-state Additional roles / jobs Additional bodies? 4 3 Additional roles / jobs Additional processes / steps Governance Tools and standards Processes 2 Additional processes / steps / functions Additional body? 1 Additional processes / steps / functions Changed process

25 Service Strategy & Planning Strategy and Planning? Strategy Financial Relationship Relationship ALJLR Relationship ALJID Relationship ALJACS Service Portfolio PMO Demand/Supply SAP Contract and Licensing HR Quality/ Assurance Sourcing/ Vendor/ Relationship Oender Mete Dir JSAP IT * Service Design & Development * Service Design, Development and Transition? Program/Project Func/Tech/Buss Virtual Team CRN s & Projects on Requirement Enterprise Architect SAP Functional Specialists Analyst Technical Analyst Service Catalogue Information Security Compliance Service Design Developer Service Transition IT Steering Group (ISG) Release Test Training OCM Knowledge Risk Access Data Change Advisory Board (CAB) Service Operations & Support Internal Lev 0 Super s Finance Super Finance Super Finance Super Finance Super HCM Super HCM Super HCM Super HCM Super Super Sales Super Sales Super Sales Super Sales Super CRM Super CRM Super CRM Super Legend Process Owners Finance Snr Analyst Jnr Analyst HR Snr Analyst Jnr Analyst Process Owner Snr Analyst Jnr Analyst Sales Snr Analyst Jnr Analyst Planning Snr APO Planner Snr SPP Planner Red outline = Phase 1 Roles Color Fill = Combined Roles No Color Fill = Individual Roles No Red Outline/Color Fill = Phase 2 Roles Service Delivery & Operations Buss Service Help Desk Service Operations Support Incident Configuration Capacity Availability Service Level Service Control SAP Service Internal Lev 1 Problem Change Secondary Service Operations & Support Asset Service Continuity Services DBM Service & Warranty Team Service Operations & Support Internal Changes and Projects Lev 3 Snr DBM Service Team DBM Sales Team Jnr DBM Service Snr DBM Warranty Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Enabling Services Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team DMS Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs Snr DMS SAP Infrastructure Basis (DBA) Snr BASIS Snr BASIS Snr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP SAP Integration Integration Coordinator Integration Coordinator SAP Landscape SAP Capacity SAP Landscape System Performance Monitoring Snr SP Snr SP Network Network Network Service Delivery & Operations CCoE Service Operations & Support Outsource Lev 2 Outsource DBM Service & Warranty Team Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team DBM Sales Team Snr APO DP Snr GATP Jnr APO Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Outsource Enabling Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Intelligence & Objects Team Jnr CO/Asset Snr Cash/Treasury Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS Solution Enterprise Portal Snr Solman Jnr Solman Snr EP Jnr EP Continuous Service Improvement Excellence Towards Excellence Continuous Service Improvement (CSI) Process Architect Innovator Innovation CCoE capability framework components Assessment Strategy Organisational structure CCoE end-state Operating CCoE end-state model Governance Tools and standards Processes

26 CCoE governance & organisation Operating model Service planning alignment & business programmes IT strategy transformation & IT governance Programme & project management Service development end user / customer management relationship management Service delivery Service management Service level management operations SLA services Innovation management Demand & portfolio management Technology planning Enterprise architecture EA governance EA planning Project initiation Analyse requirements Design service Design solution Build / configure solution Service introduction management Service introduction Release management Capacity management Service control Service desk Incident management Problem management Change management Configuration management Service operations & Security management Asset management Commercial services Sourcing management Finance Financial management Technology operations management Assurance management Knowledge management HR HR management EA capability Availability management Service continuity management Test solution management Supplier relationship management Technology operations Internal process Outsourced process

27 CCoE / OCC operating model End example Service Strategy & Planning Strategy and Planning? Strategy Financial Relationship Relationship ALJLR Relationship ALJID Relationship ALJACS Service Portfolio PMO Demand/Supply SAP Contract and Licensing HR Quality/ Assurance Sourcing/ Vendor/ Relationship Oender Mete Dir JSAP IT * Service Design & Development * Service Design, Development and Transition? Program/Project Func/Tech/Buss Virtual Team CRN s & Projects on Requirement Enterprise Architect SAP Functional Specialists Analyst Technical Analyst Service Catalogue Information Security Compliance Service Design Developer Service Transition IT Steering Group (ISG) Release Test Training OCM Knowledge Risk Access Data Change Advisory Board (CAB) Service Operations & Support Internal Lev 0 Super s Finance Super Finance Super Finance Super Finance Super HCM Super HCM Super HCM Super HCM Super Super Sales Super Sales Super Sales Super Sales Super CRM Super CRM Super CRM Super Legend Process Owners Finance Snr Analyst Jnr Analyst HR Snr Analyst Jnr Analyst Process Owner Snr Analyst Jnr Analyst Sales Snr Analyst Jnr Analyst Planning Snr APO Planner Snr SPP Planner Red outline = Phase 1 Roles Color Fill = Combined Roles No Color Fill = Individual Roles No Red Outline/Color Fill = Phase 2 Roles Service Delivery & Operations Buss Service SAP Service Help Desk Service Operations Support Internal Lev 1 Incident Configuration Capacity Availability Service Level Service Control Problem Change Secondary Service Operations & Support Asset Service Continuity Services DBM Service & Warranty Team Service Operations & Support Internal Changes and Projects Lev 3 Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO DBM Sales Team Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Enabling Services Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Jnr CO/Asset Snr Cash/Treasury Intelligence & Objects Team Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS SAP Infrastructure Basis (DBA) Snr BASIS Snr BASIS Snr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Jnr BASIS Solution Snr Solman Jnr Solman Enterprise Portal Snr EP Jnr EP SAP Integration Integration Coordinator Integration Coordinator SAP Landscape SAP Capacity SAP Landscape System Performance Monitoring Snr SP Service Delivery & Operations CCoE Service Operations & Support Outsource Lev 2 Outsource DBM Service & Warranty Team Snr DBM Service Jnr DBM Service Snr DBM Warranty Team Ahmed A Al Gharib Snr MM (NCP) Snr MM Jnr MM Snr EWM Jnr EWM APO & GATP Team Snr APO DP Snr GATP Jnr APO DBM Sales Team Snr DBM Sales Jnr DBM Sales Snr VMS Logistcs Jnr VMS Logistics CRM Team Snr CRM Snr CRM Snr CRM Outsource Enabling Finance/Treasury/ Asset Snr FI/CO Jnr FI-AP Snr CO/PA Jnr CO/Asset Snr Cash/Treasury Intelligence & Objects Team Snr BW Snr BW Snr BOBJ Snr BOBJ Human Capital Snr Time Snr OM/PA Snr PAY Snr PAY Snr Travel GRC Team Snr GRC Jnr GRCs DMS Snr DMS Solution Continuous Service Improvement Excellence Towards Excellence Continuous Service Improvement (CSI) Process Architect Innovator Innovation Snr SP Snr Solman Network Jnr Solman Network Network Enterprise Portal Snr EP Jnr EP

28 SAP Primary Certification Required Items Entails the acquisition, collection and management of all company and SAP related IT information from one or more sources and the distribution to the target group Information management CCoE Customer System System groups Events & forum WEB Chats CCoE Customer unit unit unit Contract and license management Is focused on the customer s internal contract and license management. Customer COE takes over the governance of the license audit process of all SAP systems within the company, including preparation, execution, reviewing of measurement results and ensures a smooth collaboration with SAP global license auditing services Helps the customer to take advantage of innovations, when business requirements are not covered by SAP standard. customer COE knows about customer s processes, tools and services to avoid SAP source code modification and is informed about innovations of SAP standard functional scope Innovation / influence SAP development SUPPORT CCoE Customer IT Support Customer Customer Connection Customer Engagement Initiative Continuous Improvement CCoE Innovation Improvement Vision SAP Standard Function al Scope Support options Is about the overall collaboration with SAP in incident and problem management, usage of SAP solution manager and services offerings e.g. SAP automated checks

29 The Time is now! THANK YOU