Operating the Solution

After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Set up a Customer Center of Expertise to manage the solution
  • Get the customer IT organization familiar with the SAP Cloud ALM capabilities

Customer Center of Expertise

Organizational Change Management Customer Center of Expertise (Customer COE)

A Customer COE is an expert team across business units that maximizes return on a customer's SAP investment by optimizing business processes, IT applications, resources and by applying innovations and continuous improvement.

To achieve appropriate end-to-end solution orchestration, the Customer COEs need to:

  • Implement standardized end-to-end operations processes flexible enough to react to fast changing business needs.
  • Balance out the need to implement automated and proactive processes with having manual and reactive processes, according to a risk-based assessment and value to business.
  • Define KPIs that will support a continuous improvement mindset, ensuring a state-of-the art IT that is ready for new challenges.
  • Maintain knowledge of latest innovation by keeping close connection to experts from the SAP ecosystem (internal and external skills).

Build your Customer COE Team:

  • Business Roles
    • Business Owners for strategic and operational guidance of business effective innovation and digitalization.
    • Digital Business Analysts for evolving business innovation and digitalization.
    • Key Users for the usage of standardized and business effective processes.
    • Users running standard business processes through <Personas> (Accountant, Controller, Purchaser, and so on).
  • IT Roles
    • Business (Cloud) Architect for evolving business innovation and digitization & defining the E2E Business Model.
    • Prototyper for evolving clickable and running prototype solutions.
    • UX Developer for programming UX solutions (based on SCP).
    • Data Scientist for evolving big data and analytics.
  • Roles across all Customer COEs
    • Enterprise Architect for governance and strategy across whole IT landscape.
    • Integration Architect (Process and Data Integration) for process and data integration aspects.
    • Technology Architect (Security Expert) for implementation and governance of cloud & IoT connectivity.
    • Release Manager for planning & tracking of S4HC releases.
    • Test Manager for maintaining E2E scenarios and S4HC extensions in text plans.
    • Service Manager for governance of service levels in SLAs and S4HC subscription(s).
Roles do not map to job positions; several roles can be combined to a single job position.

SAP Cloud ALM for Operations

SAP Cloud ALM for Operations

SAP Cloud ALM for Operations enables customers to monitor processes and be alerted to potential issues. This ensures smooth business operations without disruptions and increases the business process execution quality and performance. SAP Cloud ALM is targeted to customers with a largely cloud-focused landscape.

Key Features of SAP Cloud ALM for Operations

  • Integration and exception monitoring
    • Integration and exception monitoring enables you to monitor data exchanged among services (public or private) in both cloud-only scenarios and hybrid scenarios within the selected scope. It includes the following capabilities:
      • Report component-specific, business-impacting exceptions.
    • Follow a call or message sequence from a sender to all intended receivers.
    • Process alerts and start registered workflow instances.
  • Business process monitoring
    • Business process monitoring enables the detect-to-correct lifecycle of SAP Cloud solutions along the end-to-end processes of the intelligent suite. You can perform the following activities:
    • Monitor the health of your business processes in real time with the help of predefined business process key performance indicators (KPIs).
    • Access information about business documents for each of your processes, for example, for reporting purposes or root cause analyses.
    • Detect anomalies during process execution.
    • Trigger and process alerts for KPI threshold violations.
  • Health monitoring
    • Health monitoring displays the most important health metrics defined by the monitored services.
    • Use it to check the correct function of a monitored service. It covers the functional aspects of the service, like availability of components, utilization of resources, or reported errors. This distinguishes health monitoring from real user monitoring, which mainly monitors the performance of services.
  • Real user monitoring
    • Real user monitoring permanently measures all real user requests from your managed SAP solutions. The monitored services send monitoring data to SAP Cloud ALM covering performance as well as utilization aspects. Also, real user monitoring offers drilldown possibilities from the global use of selected request types to single executions and execution details.
  • Notification management
    • Notification management enables you to manage the receiver of email notifications regarding operations with SAP Cloud ALM.
  • Intelligent event processing
    • Intelligent event processing enables you to manage event processing rules. You can create new rules, edit existing rules, deactivate and delete rules when they are not needed anymore.
  • Job and automation monitoring
    • Job and automation monitoring helps you to evaluate the status of automated actions and background jobs.
  • Workflow automation
    • Automate operation and error handling procedures:
      • Register SAP workflows.
      • Start workflow instances.
  • Job status management
    • Job status management provides you an overview of all jobs scheduled for a specific use case such as Integration Monitoring and Exception Monitoring. The jobs displayed can be any kind of jobs such as data collection jobs, alert calculation jobs, housekeeping jobs.
  • Business service management
    • Business service management enables you to manage business services, assigned cloud services, and related events:
      • Manage business services by adding or deleting business services and/or assigned cloud services.
      • See all service-related events and manually create new ones.

SAP Cloud ALM for Service

SAP Cloud ALM for Service

SAP Cloud ALM for Service enables customers to centrally access all information for past, present, and future services. This allows you to collaborate more closely with the delivery teams conducting services and follow up on the results.

The following applications support the collaboration before, during and after a service delivery:

  • Service Delivery Center
    • Harmonized central access point to all relevant information related to individual service deliveries.
    • Includes notes, preparation tasks, attachments, access to service results, access to issues and actions.
  • Service Results
    • Share results in a digitized format and easily drill down to service result details.
  • Issues and Actions Management
    • Simplified tracking of all action items along the end-to-end service delivery process.

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