Thank you for your participation in the ASUG Event “Best Practices CoE and EA” in Newtown Square, PA, from April 18 to 22, 2023.
In our session “End to End Hybrid Run Operations”, we discussed the concept and methodology of Intelligent Operations Control Center (OCC), the SAP software and integration recommended to establish an OCC, and the importance of Continuous Improvement based on modern SAP Business Process Operations.
This article briefly summarizes the key messages of this session.
The Operations Control Center (OCC) has proven to be an essential organizational entity and process model in customer’s IT organization to orchestrate between various key stakeholders. It is part of the Customer Center of Expertise (CCoE) best practice. The OCC helps establish and ensure the transparency required to manage operational, tactical, and strategic IT decisions. OCC covers process event management, continuous improvement and interacts with other IT processes, for example incident and problem management, change and release management, test management, etc.
OCC services offer Monitoring, Alerting, Reporting/Analytics, Dashboards and automated system and solution checks (health checks), and more to its stakeholders. Technology-wise, OCC is enabled by SAP Solution Manager 7.2 as well as SAP Focused Solutions, and SAP Cloud ALM. Moreover, the OCC can also incorporate non-SAP operations software.
Additional improvement potential and content artifacts for running an Operations Control Center (OCC) like Smart monitoring and intelligent event and alert creation, attended and unattended event and alert reaction procedures, as well as advanced provisioning and visualization of data for a unified IT boardroom will make your end-to-end hybrid operations support organization and processes even more effective and efficient – and contribute to DevOps and CCoE continuous improvement.
Smart monitoring and intelligent event and alert creation
Monitoring and alerting software can also be extended for advanced event correlation, threshold suggestion, anomaly detection, and alert suppression, incl. backward integration. Machine learning capabilities of e.g. SAP Business Technology Platform (or SAP HANA application platform) can be utilized to offer correlation and prediction for standard metric and alert processing in the managing systems. This way, more relevant metrics, alerts, and thresholds improve the reliability of the monitoring and alerting, i.e. reduce false positives and corresponding incidents and problems. Consequently, the Operations Control Center has more time to react on fewer, but more relevant alerts.
Attended and unattended event and alert reaction procedures
Event Reaction is part of the IT scenario Detect-to-Correct, or IT process Event Management. Normal operational behavior of the system and solution landscape is defined by threshold values for metrics (measures), which – if breached – trigger events/alerts to be processed by human operators on shift. Events/alerts are typically manually addressed with the help of so called standard operating procedures (SOPs) or embedded, executable procedures e.g. the SAP Solution Manager Guided Procedures, which can be executed (and governed) within SAP Solution Manager itself and even semi-automated.
Intelligent consumption and visualization of data and information
Managing software systems offer standard functionality and user experience for the use cases monitoring, alerting, analytics, and dashboards. Further visualization of offered special purpose software or general analytics or visualization software. The OCC addresses the questions of
How to unify different metrics, key figures, performance indicators, score values across managed systems, monitoring areas, and managing systems into analytical applications and dashboard stories – to create a Digital Boardroom for IT/OCC experience,
How to assess satisfaction and experience of endusers with the services provided by the Operations Control Center – to create, run, and consume micro-surveys and -feedback for IT/OCC,
How to increase reach, discipline, and adoption of business process monitoring by providing a modern, performant user experience for relevant personas utilizing exiting configuration of business process monitoring in the OCC.
SAP offers three software products to support your Run Operations. SAP Solution Manager is a fully integrated ALM suite which presently offers the most complete application lifecycle management scope. SAP Focused Run is an operations platform for service providers and customers with large system landscapes. At present, It primarily focusses on technical operations. SAP Cloud ALM is the future of SAP application lifecycle management. SAP Cloud ALM helps you to implement and operate intelligent cloud and hybrid business solutions. In contrast to SAP Solution Manager and SAP Focused Solutions, SAP Cloud ALM is offered as software as a service.
You benefit from an out-of-the-box, native cloud solution, designed as the central entry point to manage your SAP landscape with content-driven guided implementation and highly automated operations. Currently, it is recommended to use these software products complementarily. SAP Cloud ALM is included in your cloud subscription and in SAP Enterprise Support.
In this ASUG session, SAP Signavio Process Transformation Suite has been briefly introduced and compared to classic SAP Solution Manager Business Process Operations. With the SAP Signavio portfolio, organizations can gain better insights to their existing business processes as well as proactively manage and optimize those processes.
Using SAP Signavio Process Transformation Suite, you can build tailored operational cockpits that unite real-time data with process management. With process mining and insights, you can act on individual improvement cases, plus gauge overall process health.
In particular, you benefit from:
Collaboration: Stakeholder alignment and active collaboration across departments
Process analysis and mining: Process analysis for enterprise transformations and operational excellence programs
Process and journey modeling: Process and journey management, simulation, and modeling
Process governance and automated execution: Maintenance of organizational and regulatory compliance of all documented processes
Value accelerators: Speedup of time to value with pre-configured value accelerators and resources at your fingertips