Defined service level agreements (SLAs)
Table of contents
This course is intended for people who plan, design, and install the SAP HANA database. It will also be of interest to those responsible for configuring the various components for importing data and customer reporting.
By establishing a new role concept and building new roles, the SAP basis has the skills necessary to support new tasks and topics as well as to operate new technology and service forms. The relevant roles are listed below.
Heterogeneous
If we look at the question of standardisation, this concerns not only the administrative side of IT products, but also the standardisation and simplification of IT products offered by the SAP basis. For this purpose, tools such as ITIL for standardised tasks and the development of IT product and IT service catalogues have already established themselves to the greatest extent possible. These clearly describe the IT services provided. In addition to the definition of the service to be provided, the clear description shall include the identification of disclaimers and conditions that must exist. Also part of the service description is a price that can be composed of fixed and variable parts. This simplification and bundling of the product portfolios should also reduce the administrative burden when ordering, activating, changing, terminating and, of course, invoicing. The description of the IT services and the associated development of an IT product catalogue is the basis for standardisation, whether the recipient is an external or internal customer (e.g. a business unit). One difficulty is the definition of IT products, i.e. the pooling of IT services and resources. An orientation towards the idea of cloud computing can help. The characteristics of cloud computing are the provision of standardised services in terms of performance and type of performance, results-orientated services, provision of performance to a wide range of service customers, scalability, transaction-based billing and high risk of IT service failure.
This enhances the capabilities of SAP HANA base administrators and increases the level of service they should provide. Your Basis team can more easily fine-tune your data replication strategy to meet demanding disaster recovery and high availability standards.
With "Shortcut for SAP Systems" a tool is available that greatly facilitates some tasks in the SAP basis.
Users usually notice the problem of a user comparison that has not been carried out quite quickly: Authorizations are missing, although at first glance they are available in the assigned authorization roles.
One question to be answered is whether it is necessary to keep the necessary knowledge in the company in order to be able to react faster than the external service provider.