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SAP System Operations
Preface ... 13
Introduction ... 15
1. IT Operation Management ... 21
1.1 mySAP versus Best-of-Breed ... 22
1.2 Compulsive flexibility ... 25
1.3 Availability, performance and running costs ... 27
1.4 The IT
Service Management Reference Model ... 32
1.5 Summary ... 38
2. Validation of SAP Systems ... 41
2.1 Why do systems and processes have to be validated? ... 42
2.2 Validation of computer based systems ... 45
2.3 Validation authorities ... 50
2.4 Standard Operating Environment ... 51
2.5 Standard Operating Procedures ... 65
2.6 Technical Operating Procedures ... 66
2.7 Summary ... 68
3. Service Level Management ... 71
3.1 Performance Management ... 74
3.2 Response time ... 81
3.3 Guaranteed service? ... 84
3.4 Capacity Management ... 86
3.5 Availability Management ... 86
3.6 How much availability is necessary? ... 91
3.7 How much performance is necessary in an emergency ... 95
3.8 How much stability is necessary? ... 102
3.9 How much administration is necessary? ... 106
3.10 Cost transparency ... 107
3.11 Summary ... 108
4. Change Management ... 111
4.1 Operation security and consistency ... 111
4.2 Basics of change management ... 114
4.3 What is a change? ... 117
4.4 How are changes classified? ... 118
4.5 Who can authorize changes? ... 121
4.6 Who keeps a record of what? ...123
4.7 Development of a change ... 125
4.8 What action needs to be taken in an emergency situation? ... 127
4.9 Change-Review-Meeting ... 128
4.10 Change documents ... 129
4.11 Configuration Management ... 133
4.12 Base lining ... 134
4.13 How high is the input? ... 135
4.14 Tools for change management ... 137
4.15 The SOE-Document Change Control ... 140
4.16 Summary ... 143
5. SAP-Quality assurance ... 145
5.1 SAP System Landscape ... 145
5.2 SAP Client concept ... 149
5.3 SAP Transport Management System ... 156
5.4 Change and Transport Organizer ... 160
5.5 Instances ... 162
5.6 Enclosed systems ... 163
5.7 Summary ... 164
6. Highly available SAP Systems ... 167
6.1 Integral approach ... 168
6.2 Influences from the environment ... 169
6.3 Hardware Infrastructure ... 176
6.4 Operating systems ... 182
6.5 Applications ... 189
6.6 Implementation of defect-tolerant SAP Systems ... 200
6.7 Summary ... 202
7. Organization of the IT Department ... 205
7.1 Functions level model ... 206
7.2 Service model ... 207
7.3 Organization of a 24x7 operation system ... 209
7.4 Necessity of a shift operation ... 213
7.5 Service and Support Organization ... 217
7.6 SOE Documents for Organization structure ... 223
7.7 Summary ... 240
8. Data security ... 241
8.1 Legal requirements ... 243
8.2 Physical security ... 245
8.3 Security of the SAP System ... 252
8.4 Summary ... 259
9. Operational leadership concept ... 261
9.1 Operation of Hardware Infrastructure ... 262
9.2 Operation of Software Infrastructure ... 268
9.3 Database management ... 275
9.4 Output Management ... 281
9.5 Summary ... 283
10. Outsourcing ... 285
10.1 Between the need to save and the demand for quality ... 286
10.2 Outsourcing Variations ... 289
10.3 What should be considered regarding Outsourcing ... 293
10.4 Summary ... 295
Affix
A. Process descriptions ... 299
B. Tasks roles and training ... 313
C. Sample for a Standard Operating Environment ... 335
D. References ... 347
E. The authors ... 349
Index ...
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