Supporting SAP R/3 Book

Introduction
Part I: Building Your Foundation for Support
Chapter 1. Learning about Support
In This Chapter
What Does Support Mean?
The Support Model
The Different Kinds of Support
The Old Face of Support
The Support Makeover
The Elements of Exceptional Support
What Is Your Contribution?
The New Support Person
The Veteran Support Person
Summary
Chapter 2. Understanding Integration within SAP
In This Chapter
The Integrated SAP Model
Understanding Integrated Data
Master Data
Transactional Data
Understanding Integrated Processes
The Pros and Cons of Integration
Summary
Chapter 3. Integrating the Support Organization
In This Chapter
Developing an Integrated Support Team
Using a Common Terminology Language
Establishing Business Support Assignments
Controlling Access and Tool Use
Establishing a Physical Environment
Developing Good Communication Tools and Forums
Developing Support Partnerships
Developing User Partnerships
Developing Yourself
Summary
Chapter 4. Establishing an Overall Support Strategy
In This Chapter
Elements of Success
The Right Size of the Support Team
The Right Mix of Resource Skills
The Natural Areas of Resource Skills
The Ability to Obtain and Maintain Technology
The Proper Amount of Control
The Need for Simplicity
The Clarity of Direction and Priorities
The General Mood and Tone of the Group
Communicating with the Customers
Establishing a Backup Strategy and Cross-Training Plan
Cross-Training Plan
The Various Work Environments
The Development Instance
The Quality Assurance Instance
The Live Business Instance
The Training Instance
The Disaster Recovery Instance
Maintaining a Clean Environment
Summary
Part II: The SAP Life Cycle
Chapter 5. Supporting the Evaluation and Start-Up Phase
In This Chapter
Entering This Phase
Understanding the Implementation Team Structure and Membership
Roles and Responsibilities
Adopting a Common Tool Set and Development Environment
The First SAP GUI Installation
Learning SAP
Understanding Specific Areas of Control
Starting Good Documentation Habits
Exiting This Phase
Summary
Chapter 6. Supporting the Design Phase
In This Chapter
Project Scope and High-Level Process
Migration Plans
Incorporating the Project Work Plan
Current System and Process Analysis
Establishing the Development Instance
Process Development Client
Interface Development Client
The Instance Master Client
Constructing the Future Environment Landscape
Early Prototypes
Setting Boundaries of Project Scope vs. Project Timeline
Communicating Results
Documenting This Phase
Obtaining Design Approval
Exiting This Phase
Summary
Chapter 7. Supporting the Development Phase
In This Chapter
Entering This Phase
Early System Builds
Establishing Logon and Access Policies
Working with Naming Conventions
Working with Customizations
Working with Master Data Policies
Mapping Legacy Data to SAP
Identifying and Investigating Gaps and Issues
Reengineering Processes
Early Data Loads
Developing Interfaces
Developing Reports
Iterations of Design
Freezing the Design Specifications
Documenting This Phase
Exiting This Phase
Summary
Chapter 8. Supporting the Testing and Training Phase
In This Chapter
Entering This Phase
Building the Test and Training Instances
Working with a Dedicated Test Area
Supporting Final Unit Testing
Supporting Integration Testing
Supporting Pilot Testing
Supporting the Training Approach
Documenting This Phase
The Go/No-Go Review
Exiting This Phase
Summary
Chapter 9. Supporting the Implementation
In This Chapter
Entering This Phase
Developing and Supporting a Live Cutover Plan
Ensuring a Viable Contingency Plan
Initiating a Blackout
Enabling the Turn-On
Providing Visible Support
Tracking, Resolving, and Communicating Issues
Stabilization, Postmortem Feedback, and Next Steps
Summary
Part III: Transitioning Support
Chapter 10. Comparing a Legacy Environment to a New SAP Environment
In This Chapter
Integrated Processed vs. Isolated Processes
Differences in Security and User Groups
Differences in Business Exposure
Differences in Data Recovery and Data Manipulation
Differences in Solution Leveragability
Summary
Chapter 11. Building a Winning Support Team
In This Chapter
Determining Your Personal Transition
Assembling and Sizing the Team
Preparing the Team for the New Environment
Engaging the Business Areas
The Continued Use of Consultants
Summary
Chapter 12. Stabilizing and Preparing for the Handoff
In This Chapter
Understanding Changing Roles and Responsibilities
The New SAP Instance Environment
The New Implementation Team Role
The Current Support Team Role
Shared Roles and Responsibilities
Enabling Temporary Co-Support
Developing Handoff Criteria
The Stabilization Window
Useful Stabilization Metrics
Additional Stabilization Considerations
Tracking Progress to Stabilization
Stable and Ready for Handoff
Summary
Chapter 13. The Handoff and Migration of Support
In This Chapter
Getting the Long-Term Support Team in Place
Support Team Deployment and Business Area Assignment
Determining All Elements Requiring Long-Term Support
Establishing Backup Support Linkages
Executing Knowledge Transfer
Documentation Deliverables
Handoff Acceptance
Introducing the New Support Team
Summary
Chapter 14. Establishing the Support Domain
In This Chapter
Revisiting Company Controls and Culture
Identifying Key Points of Control
Revisiting Separation of Duty
Reestablishing System Backup, Refresh, and Recovery
Ensuring Audit Readiness and ISO Compliance
Cleaning Up the System
Summary
Part IV: Supporting the Live Environment
Chapter 15. Maintaining System Security
In This Chapter
Developing System Security Policies
Establishing a Controlled and Consistent Security Policies
Process
SAP Logon IDs
Passwords
Protecting User Logon IDs and Passwords
Creating Model Logon IDs
Reviewing and Maintaining Logon Ids
Understanding the Authorization Profile
Administering Authorization Profiles
Additional SAP Security Tools
Sharing Security Ownership with the Business Areas
Summary
Chapter 16. Creating and Maintaining Background Job Schedules
In This Chapter
Job Scheduling: An Overview
Job Scheduling Tools
Job Schedule Status
Monitoring Job Schedules
Securing Job Schedules
Job Alerts and Notifications
Recovering Job Schedules
Best Practices for Job Scheduling and Supporting Job Schedules
Summary
Chapter 17. Resolving Common Problems
In This Chapter
Categorizing Common Problem Areas
System Access and Authorization Problems
Data Access and Contention Problems
System Performance and Resources Problems
Data Integrity Problems
Program and Process-Specification Problems
Responding to the Situation
Useful Basis Tools
Update Monitoring
System Log
Dump Analysis
Output Controller
Summary
Chapter 18. Managing Changes in the SAP Environment
In This Chapter
Developing a Change Process
Different Kinds of Changes in SAP
SAP-Provided ABAP Programs, Screens, Transactions, and Data Dictionary Elements
Customizations
Master Data Elements
Customer-Defined Objects
The Transport Tool
Communicating Changes
Summary
Chapter 19. Supporting Customizations in the SAP Environment
In This Chapter
SAP Customizations: A Support Overview
High-Level Customizing and References
Transporting Customizations
Using Naming Conventions
Tracking Customization Activity
Summary
Chapter 20. Supporting Reports
In This Chapter
Informational Needs and Scale
Reporting Tools
One-Dimensional Table Extracts
ABAP/Query
ABAP/4 Programs
Third-Party Query Tools
Report Elements
Determining Useful Reports
Working with Report Results
Matters of Efficiency
Supporting Reports
Additional Resources
Summary
Chapter 21. Transaction and Performance Support
In This Chapter
What Is Transaction and Performance Support?
Reviewing the Work Processes
Data Contention Revisited
SAP Performance Tools and Methods
User and Process Load Balancing
Synchronous and Asynchronous Updating
Database Locks
Database Performance Tuning
Maintaining Ease of Use in SAP
When to Enable Automated Processes
Summary
Chapter 22. Developing and Maintaining User Confidence
In This Chapter
Determining Your Customer Base
Establishing and Maintaining the Partnership
Communicate!
Helping Users Help Themselves
Engaging the User Base
Grooming Expert Users
Damage Control
Summary
Chapter 23. Disaster Recovery Planning (DRP)
In This Chapter
Developing a Disaster Recovery Plan
Identifying the Critical Elements
Identifying the Geographic Location of Tools
Identifying the Disaster Recovery Timetable
Identifying the Recovery Team
Identifying the Response Method
Approval
The SAP Instance Structure and DRP Readiness
SAP Systems Backups
Backup Retention
Locating the DRP Instance and the System
Backup Storage
Locating the DRP Instance and the System Backup Storage
Rehearsing the Plan
Maintaining Your DRP
Summary
Chapter 24. Archiving SAP Data
In This Chapter
Why Archive?
Developing Your Archiving Strategy
What to Archive
When to Archive
Understanding Business Requirements for Archiving
SAP Archiving Tools
SAP Archive Overview
Archiving Authorization
Archive Objects
Archive Management
Archive Development Kit (ADK)
ArchiveLink
Additional Archiving Considerations
Third-Party Archiving Considerations
Determining the Appropriate Elegance of Archiving
Summary
Chapter 25. Documenting for Support
In This Chapter
Why Document?
Types of Documentation
Establishing a Documentation Habit
Documenting Code
Maintaining the Support Reference Guide
Document Storage, Reference, and Sharing Techniques
Sharing Techniques
Measuring Successful Documentation
Summary
Chapter 26. The Evolution of Support
In This Chapter
Looking Back
Recalling How SAP Will Change Your Work Environment
Developing Confidence in Yourself
Part V: Appendixes
Appendix A: A Brief History of SAP
Appendix B: An Overview of the SAP GUI
The SAP Main Screen and Issuance of Transaction Codes
The Data Table Selection and Result Screens
Commonly Used SAP GUI Icons
Appendix C: Additional Tips, Transactions, and Tools
SAP Transaction Code Quick Reference
Using the Command Field
Custom SAP Job Link to Job Schedule
Location Program
Echoing Sessions in SAP
Customizing the Data Browser
Appendix D: Finding Additional Information
Official SAP User Groups and Organizations
Americas' SAP Users' Group (ASUG)
Multinational User Groups
SAP Labs, Inc.
Conferences and Expositions
Sapphire
SAP Technical Education
Consulting Organizations
Ernst & Young LLP
Deloitte and Touche Consulting Group/ICS
CaRD America Inc.
Origin
Bureau van Dijk
SAP-Related Web Sites
SAP-AG Official Company Web Site
SAP Frequently Asked Questions Web Site
The SAP Fan Club and User Forum
Appendix E: SAP Training Programs and Facilities
Traditional Courses
Additional Training Resources
On-Site Delivery of Education
Portable Classrooms
Information Database
Index