264kone_expertum

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SAP WORLD TOUR 09 meets

3rd SAPi ence .be TECHN OLOGY DAY

Change request managem ent pow ered by

Solut ion manager An integrated approach for development and support atKONE international

Xavier LanguySAP integration manager, KONE international.Oliver BuyssensSAP SolMan Teamlead, Expertum

SAP 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-Desk

3.3. CHaRM

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

Agenda



© SAP 2009 /

1.1. Ex pert um

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 /

IT IL – Serv ice Suppor t



© SAP 2009 /

1.2. K ONE in br i ef

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 K ONE : About 700,000 elevat ors &

esca la t ors in i t ’ s main tenanc e 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


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3.3. CHaRM

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

Agenda



2. K ONE’s env ironm ent

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

Dev ClientsReference

Sandbox

Dev+Custo

Upload Test

QA Clients

Full Prod copy

Upload test

Training

Production

One single

Prod. client



2. K ONE’s env ironm ent

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

SOLMAN

Development

SolMan Custo+Dev

ERP (dummy) DEV

ERP (dummy) QAS

ERP (dummy) PRD

SOLMAN

Production

SolMan Prod

CUA

TDMS





3. SOLMAN3.1 Scope @ KONE3.2. Service-Desk

3.3. CHaRM4. Lessons learned

4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement

Agenda



3. 1 SOLMAN SCOPE @KONE

Overv iew – SolMan L ifeCyc le



3.2 Servic e-Desk pr inc ip les and

c harac t e r it i cs @KONE

Initiated by Key Users from satellite systems or by thesupport directly in SolMan

Information push principle (emails)

Currently reserved for incidents/support inside SAP

Segregation between Incident and Change ManagementStick to SAP standard

Each Key User is attached to one single support team

Web enabled



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



3.3.1. ChaRM-Servic e Desk int egrat ion

How does i t w o rk ?

Dev QA Prod

ChaRM Service-Desk

TMS



3.3.2 CHaRM : Logi c al l in k

Message

Change

Request

Correction

Transports

Change

Request

Transports



3.3.3 ChaRM : Pr inc ip les at K ONE

Development and low priority fixes going 3 times per year toproduction

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

Manual import of very-high bypass (avoiding Urgentcorrection usage)

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

Urgent corrections and test messages used duringintegration testing only



3.3.4. ChaRM : Doc um ent design

SupportMessage

SupportChange

Request

Urgent

Correction

DevChange

Request

Business layer

(Service-Desk)

Administrative layer

(ChaRM)

Common

Operational layer

(ChaRM,TMS)

Normal

Correction

Admin

Correction

S

U

P

P

O

R

T

D

E

V

EL

O

P



3.3.5 Normal Correc t ion st at us f low

Documentation

Integration testing

Single testing

Code review

Doc review Development

Testing

Consolidation

Production



3.3.6. CHaRM Projec t st at us

No

Release Release

Integra-

tionTesting Go-Live

Normal

Correction

Normal

Correction

Test

Message

Urgent

Correction

Normal

Correction

Normal

Correction

Test

Message

Urgent

Correction

Urgent

Correction

Implementation

project

Maintenance

project






3.3. CHaRM4. Lessons learned

4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement

Agenda



Lessons learned

4.1 Benef i t s

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



Lessons learned

4.1 Benef i t s

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



4. Lesson s learned

4.2 Improvement & A t t en t ion

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)



Lessons learned

4.2 Improvement & A t t en t ion

4.2.2 Points of improvement Documentation availability (in-line)

Synchronisation between SOLMAN and TMS (lack ofcontrol)

Security not always using standard authority-check (more arole based approach)

Component concept to be reviewed (for SAP and non SAPsystem). Dependency on IBase component should be taken

into account Direct access to TR from within the Change Document



Thank you!

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