Professional Documents
Culture Documents
SAP Solman
SAP Solman
BASIS SUPPORT:It is a activity provided by basis consultants to ensure that the run
time of sap applications are not affected .precisely to provide high availability to
the sap applications.
On site support: Consultants directly work with the customer(on site team)
It is proven to be more costlier because the charges will be around 100 to 200
dollars per hour
But the advantage is interactive communication with the data center and resolve
the issues on the floor by involving the teams like OS,Database,Network and
other third part agencies.
Customers can have one or more onsite consultants depending up on the
cricality of the business
Example : Ge, Hp, IBM, Kodak, Hcl and P&G deputes 3 consultants round the
clock(24*7) to monitor and administer the systems
They are also called as customer service executives who interacts with
customers and upgrade the statuses from time to time
Onsite can be a permanent support or knowledge transfer 1month or for a
specific activity
Note: The customer service executive may be different than basis consultant
depending up on number of team members going to be deployed
Right shore : Pool of consultants available in the shore but not with the customer
Example : Satyam,Wipro,Intelligroup manages resources from
their officers and provide remote
support ,oncallsupport or issue based support
This methodology is to ensure the consultants are available onsite
to serve the customers(24*7)
and reduce the lead times of identifying the consultants (visa processing and
travel)
Off shore: It is the most cost effective technology from where the consultant can
support the
customers from off shore
The offshore charges varies from 18$ to 30$ per hour
The major challenge is 1. Data security 2. connectivity
3.communication 4.team management
Datasecurity : Each consultant has to sign non disclosure agreement saying that one
of the document or customer data is not propagated or leave it.
Customer provides role based security to the consultant an\d ensure that they can
access only the content which is required by them.
Wirless connectivity :It is also provided so that consultant work from home.
Scope of work : It covers the list of activities that needs to be supported by the
support manager
Example : monitoring the database backup,performing transports,user creation,user
transport,user locking and unlocking .etc.
We need to identify inscope and outscope activities and inform the customer service
executive from time to time.
Example :Os patches,Database patches,Os,Db upgrade,SAP installation, hardware
migration.
Project pricing : the project can be priced in any one of the following ways.
Ticket based
Issue based
As per scope
Request based
Fixed bid : Customer pays a lumsum amount of 20,000 dollars/month along with
fixed SLA.
Time and material : It can be coupled with above options to handle out scope
activities.
Example : CRM installation consumes ten hours can be billed at a rate of 100
dollars per hour.
Disadvantages :
Costbased on user license varies from 1,50,000-40,000 per user.
Too many realeases.(3.1 to ECC6).
SAP released more than 400 products more than software
components.
SAP only supports production systems and issues that are
prioritized as very high
SAP ARCHITECTURE:
R2 ARCHITECTURE: It is client server based where client requests and server
responds.
There are various disadvantages in this architecture which makes both client
and server to be an expensive in the areas.
The disadvantages of R2 architecture is over come by R3 architecture
USER CONTEXT : User context is the area where user credentials are stored.
User context is specific to the user and it is deleted once the
user is logged off.
Transaction SU56 is use to display user context.
FLOW 2:
User submits the request.
Dispatcher allocates the process to the user request .
Work process gets the user request information based on user id and rolls the
information in to task handler .
The process of copying the user context information in to task handler is
known as ROLLIN.
DIALOGSTEP: It is a mouse click or keyboard stokes such as f1,f2,f3,f4,enter or a
page film or selecting a menu entry on the screen.
Each dialog step is processed by a workprocess.
Each dialog step may not be a full fledged transaction .it is only a part of
transaction.
Each dialog step may result either a commit or rollback but can also be a
display
LOGICAL UNIT OF WORK(LUW): It is part of transaction which can be
committed or rollback.each LUW requires one or more dialog steps.
The following procedure can be used to start a SQL trace for a program
that is causing performance issues in the system:
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