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
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© SAP 2009 / Page 2
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
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© SAP 2009 / Page 3
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
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IT IL – Serv ice Suppor t
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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
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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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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
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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
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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
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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. CHaRM4. Lessons learned
4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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3. 1 SOLMAN SCOPE @KONE
Overv iew – SolMan L ifeCyc le
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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
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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
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3.3.1. ChaRM-Servic e Desk int egrat ion
How does i t w o rk ?
Dev QA Prod
ChaRM Service-Desk
TMS
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3.3.2 CHaRM : Logi c al l in k
Message
Change
Request
Correction
Transports
Change
Request
Transports
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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
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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
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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
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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
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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. CHaRM4. Lessons learned
4.1. Service-Desk & ChaRM benefits4.2. Point of attention and improvement
Agenda
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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
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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
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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)
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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
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Thank you!
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