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Best practices for organizing your SAP NetWeaver BI support team

2. What We'll Cover

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Best practices for organizing your SAP NetWeaver BI support team

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    1. Best practices for organizing your SAP NetWeaver BI support team

    2. 2 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    3. 3 Introductory Slide As SAP BW systems become more established, support teams encounter a wide variety of usage, operational, and change management issues. BW has been around for 9 years, but only recently has best practices stared to emerge in ‘best-of-breed’ organizations. Today we will reveal the first empirical benchmarks on how many resources are needed to support a successful SAP BI program. This session offers best practices and insights on how to optimize support efforts, organization and systems.

    4. 4 In This Session We will Look at: A case study of four companies and explore how they implemented an SAP BI support organization. We will examine 7 “best-of breed” companies & look at benchmarks on how many resources a BI support organization needs. We will look at a survey of 103 participants to see how companies are really organizing support and project efforts. We will explore a recent survey of 1,889 people and see what organizations are looking at when evaluating outsourcing of SAP BI support. Finally, we will look at how you can consolidate these findings in a coherent and robust SAP BI support organization strategy and recruitment plan.

    5. 5 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    6. 6 The BW Support Organization – 4 Case studies There are several ways to organize a BW support team. The following is examples from real companies and their lessons learned. Company A: A large Insurance company located in the US, with many distributed IT support organizations across the country. They have been live on BW since 2001. Company B: A large oil and gas company with a central IT infrastructure and been live on BW since 1999. Company C: A mid-sized home builder with a decentralized IT organization and has been live on BW since 2001. Company D: A large global European telecom company with a very decentralized IT staff. They have been live on BW since 1998.

    7. 7 The BW Support Organization – 4 Case studies Company A: A large Insurance company located in the US, and had many distributed IT support organizations across the country. They have been live on BW since 2001.

    8. 8 The BW Support Organization – 4 Case studies Company B: A large oil and gas company with a central IT infrastructure and been live on BW since 1999.

    9. 9 The BW Support Organization – 4 Case studies Company C: A mid-sized home builder with a decentralized IT organization and has been live on BW since 2001.

    10. 10 The BW Support Organization – 4 Case studies Company D: A large global European telecom company with a very decentralized IT staff. They have been live on BW since 1998.

    11. 11 The BW Support Organization – 6 to 12 months after go-live Company A: A large Insurance company located in the US, with many distributed IT support organizations across the country. They have been live on BW since 2001. Company B: A large oil and gas company with a central IT infrastructure and been live on BW since 1999. Company C: A mid-sized home builder with a decentralized IT organization and has been live on BW since 2001. Company D: A large global European telecom company with a very decentralized IT staff. They have been live on BW since 1998.

    12. 12 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    13. 13 Benchmarking against 7 ‘best-of-breed’ companies with SAP BI By examining seven companies from various industries that have implemented SAP BI/BW, we found was that consistencies had emerged within the organizations and that we now can draw some conclusions based on their SAP BI support models. The 7 companies reviewed for benchmarks can be summarized as:

    14. 14 The need for non-Basis support people First, we looked at factors we could remove since they were not linked to the need for non-basis support people. We found that four factors had no real impact on the need for these resources: . Number of power users has little impact on the number of non-basis support people you will need. (p=0.97)** . Complexity of security has little impact on the number of non-basis support people you will need. (p=0.85)** . Number of process chains has little impact on the number of non-basis support people you will need. (p=0.82)** . Number of data stores has little impact on the number of non-basis support people you will need. (p=0.81)** **P is the possibility that a factor is simply due to randomness in the sample.

    15. 15 How many non-basis support people do you need? Number of non-basis support people needed = 0.4 + 0.065(number of executive users) + 0.0069(# of casual users) + 0.31(system load issues) (Note: F-Stat=13.59; P of F = 0.03**) Other ways to put it: a) You need 0.4 people regardless of any size of you system. b) Each non-basis support person can support 15.3 executives, or 144 casual users, or 3.2 load issues.

    16. 16 The need for Basis support people In the second test, we looked at factors we could remove since they were not linked to the need for Basis support people. We found that three core factors had no real impact on the need for these resources. These included:

    17. 17 How many Basis support people do you need? Number of Basis support people needed = 0.49 + 0.15 (number of BI environments) Note: F-Stat=11.32; P of F = 0.02** Other ways to put it: a) You need 0.49 people regardless of any number of BI systems b) Each basis support person can support 3.18 environments. With 1.5 positions you can support 6.3 environments, and with 2 full-time basis support people, you can support 9.5 BI environments Note: Basis tasks include: OSS research, testing and application, support packs/ upgrades/ transports/ installs/ backup / disaster recovery / hardware management and other related tasks

    18. 18 The need for Support Leadership people In the third model, we also looked at factors we could remove since they were not linked to the need for support leadership people. We found that six core factors had no real impact on the need for these resources: The number of data stores has little impact on the number of leadership support people you will need. (p=0.89)** The number of BI environments has little impact on the number of leadership support people you will need. (p=0.89)** The number of power users has little impact on the number of leadership support people you will need. (p=0.97)** The number of process chains has little impact on the number of leadership support people you will need. (p=0.54)** The complexity of the security system has little impact on the number of leadership support people you will need. (p=0.46)** The number of casual users has little impact on the number of leadership support people you will need. (p=0.26)** **note P is the possibility that a factor is simply due to randomness.

    19. 19 How many Support leaders do you need? Number of Leadership support people needed = 0.32 + 0.012(# of executive users) + 0.09 (System data load issues) Note: F-Stat=2.211 Other ways to put it: a. The number of executive using the system drives the need for user support leadership, but you need at least 0.32 leaders regardless of number of users, or data load issues. b. A leader can handle up to 56 executive users, or 7.3 load issues (scale 1-10)

    20. 20 Testing of the Staffing Models To test the staffing models, we estimated the needs for the original companies used in creating the proposals. We found that the government organization was overstaffed by 2 and the high-tech was understaffed by one resource. For all others we found 80%-100% accuracy.

    21. 21 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    22. 22 An example of a small support team This small group is typically folded in under an existing manager, who devote only part-time efforts to SAP BI support. The power user is normally also situated in a different organization.

    23. 23 An example of a medium support team This medium sized is typically folded in under an existing manager, who devote only part-time efforts to SAP BI support. The group sometimes also undertakes portal support, security, development standards and feature enhancements such as broadcasting and cockpit consolidations, but is normally not extensively involved in new content development

    24. 24 An example of a very large support team This large team can support complex applications, cockpits, BI portals, broadcasting, while providing training and helpdesk support as well as on-going BW production support.

    25. 25 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    26. 26 A Survey of development and support practices for SAP BW/BI

    27. 27 A Survey of development and support practices for SAP BW/BI

    28. 28 A Survey of development and support practices for SAP BW/BI

    29. 29 A Survey of development and support practices for SAP BW/BI

    30. 30 A Survey of development and support practices for SAP BW/BI

    31. 31 A Survey of development and support practices for SAP BW/BI

    32. 32 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and Organization models – some examples Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    33. 33 SAP BI support and development outsourcing

    34. 34 Trends in SAP R/3 and BI Outsourcing

    35. 35

    36. 36 What are companies looking at when outsourcing SAP BI

    37. 37 What is most important when outsourcing SAP BI support

    38. 38 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and responsibilities – skills and training Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    39. 39 Four decisions - when considering SAP BI support outsourcing

    40. 40 Outsourcing risks

    41. 41 What to explore when negotiating an Service Level agreement (SLA)

    42. 42 What to explore when negotiating an Service Level agreement (SLA)

    43. 43 What to include in a SAP BI -SLA

    44. 44 What to include in a SAP BI -SLA

    45. 45 What to include in a SAP BI -SLA

    46. 46 What We’ll Cover … Introduction An historical view – a Case study of four companies Benchmarks and guidelines for number of BI support resources Roles and responsibilities – skills and training Distributed development and support organizations Outsourcing of SAP BW development or support Use of service-level agreements (SLAs) Wrap-up

    47. 47 Resources Dr. Bjarne Berg’s resource site http://csc-studentweb.lr.edu/swp/Berg/BB_index_main.htm BW Organizational Survey Results from “Managing the BW Project” at the BW and Portals Conference 2004– Dr. Berg http://csc-studentweb.lr.edu/swp/Berg/articles/organizational_survey_results_-_2004.ppt

    48. 48 Resources Factors considered when Outsourcing a Decision Support System, a large-scale survey of ERP practices http://tinyurl.com/3a9zjl Data Management Review - Outsourcing a DSS -when does it make sense? Dr. Bjarne Berg- July 2004 http://tinyurl.com/2pr9nq

    49. 49 7 Key Points to Take Home Don’t underestimate the support needs of a successful SAP BI program. You are doing data warehousing, you are not building a data warehouse – it is an ongoing process. The support organization should in general be centralized, the only area where support could be decentralized is the query development and fixes. Benchmarking against best-of-breed SAP BI organizations can provide realistic inputs to you support models Don’t add your organization to the exiting SAP support organization by default.. Sometimes it makes more sense to align it with other reporting organizations.

    50. 50 7 Key Points to Take Home If you are looking to outsourcing, be very clear on why you are doing it and what factors you are considering relative to your company’s competitive strategy and company size. Write very detailed Service Level Agreements and detailed consequences of missing performance targets. Don’t underestimate the need for on-going training and recruitment into your support organization. These skills are in high demand and most companies sees high turnover among these resources.

    51. 51 Your Turn!

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