Database Reference
In-Depth Information
SAP Solution Integration with Enterprise-Wide Operations
One of the key points from an operational perspective when integrating a complex system
such as SAP is to integrate it effectively with existing enterprise solutions of a given organ-
ization so that the operations of the solution will be effectively managed by the enterprise-
wide operations team. Different enterprise-wide third-party tools are integrated with the new
SAP system, and the escalation procedures are documented and widely distributed so that
the operations team can provide the agreed service level agreements (SLA) to the business
side of the organization. Usually, the operations team is trained in the new SAP product's
basic operations, such as taking backups, resetting user passwords, scheduling jobs, and ad-
dressing printing issues. The operations team will escalate the issue to an in-house expert to
resolve a reported SAP issue.
SAP Solution Integration with SAP Support
SAP is a complex business solution and needs support from SAP resources from time to
time. SAP Solution Manager is integrated into the SAP support organization via a
SAProuter connection. SAP support resources can be granted access to the customer's SAP
systems by the customer's system administrators using this SAProuter connection. Usually,
the support process starts with an internal help desk ticket logged by an end user reporting
an SAP issue. Solution Manager service desk functionality or a third-party enterprise-wide
help desk solution such as Unicenter is used for logging the help desk tickets. Internal SAP
experts at the organization will first try and resolve the reported problem. If this is not pos-
sible, an SAP message is logged by the customer at the SAP portal (http//service.sap.com/
message). SAP resources log into client systems if required to resolve the reported issue.
SAP Solution Integration with EDI and Other External Vendors
SAP Solution Manager integrates and exchanges data with external vendors' EDI systems
using integration products such as Gentran. Gentran is one of the leading EDI and data
translation solutions.
SAP PI as an Enterprise Integration Hub
SAP Process Integration is intended as an integration hub for all of the organization's inter-
faces. PI 7.1 is the most current release and includes a number of performance improve-
ments, with service-oriented architecture capabilities, and is well positioned to standardize
and optimize all of the enterprise interface requirements. It avoids point-to-point interface
connections and uses native integration capabilities between different SAP solutions, which
helps reduce integration costs in a client's landscape.
