Remote Support Platform for SAP

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Remote Support Platform for SAP Business One

https://websmp110.sap-ag.de/~sapidb/011000358700001083812009E/RSP_Intro_EN.pdf
http://channel.sap.com/sbo/rsp

Mario Schoenberg
Senior Support Consultant
SAP Business One Product Support

1. What is the Remote Support Platform for SAP Business One?

Remote Support Platform (RSP) for SAP Business One is an automated tool hat allows end-to-end support of our customer base. As a proactive tool, RSP may help indentify system bottlenecks and prevent system issued. The tool will enable SAP support to query remote databases and prevent any occurrence of known issues.

2. Landscape

Front-end

Customer Infrastructure

Agent Console for Administration and monitoring

Back-end

Backend support infrastructure for RSP for SAP Business One

Service Marketplace (SMP)
CRM System

Central Administration and monitoring:

Task management
Task results process and dispatch

3. Functionalities

High level overview of the functionality of remote support platform for SAP Business One

SAP: Health check; Learn about customer needs; Automatic healing; Incident processing.

SAP Receive from Client System:

Collect information concerning system setup, data load, etc. to manage properly futures releases
Provide SAP with contextual information on existing issues, enable remote database analysis

SAP Send to Client System:

Send health check queries to ensure no corruptions available > Ensure business process are not affected
Send automatically fixes, based on automatically detected issues (this feature will be only available as for RSP 2.0 SP01)
Deliver fixes for affected customers

Client System notify local administrator or key user on exemptions requiring their attention.

4. Available Services

Built-In

System Status Report:

Create a report that will provide a user friendly overview about the installation
Traffic lights indicate how healthy the installation is
Check (among others) disc space usage, last performed back-up. through data load generated on the system
Provides a summary of installed SAP Business One components, such as Add-Ons.
Sends regular status mails to keep customer informed
Indentifies most critical issues on order to avoid their appearance
Provides overview information on the environment to SAP Support consultants, in case a message has been logged for this installaion
Avoids unnecessary delays in processing customer messages
Proactively presents business standstills
Enables SAP to be proactive, thus resulting in a faster Return Investment (ROI) for the Customer
Decreases time for support

Database maintenance:

Schedules automated database back-up
If necessary, performs automatic restore of previously backed up database
Decreased time for support

Delivered Online

Inventory Valuation Check-Up Service:

Automatically checks if you database is a candidate for the Inventory Valuation Check-Up services offered by SAP Business One Support
If feasible, any inconsistent inventory values between stock-audit reports and general-ledger stock accounts will be detected
Avoids unnecessary delays in processing customer messages
Enable SAP to be proactive, thus resulting in a faster Return of Investment (ROI) for the customer
Decreased time for support

Pre-Upgrade Evaluation for SAP Business One 2007 A:

Automatically checks your systems against known upgrade problems
Potentially prevents unsuccessful upgrades
Speeds up interaction with SAP Business One support
Proactively prevents business standstills
Enables SAP to be proactive, thus resulting in a faster Return of Investment (ROI) for the customer
Decreased time for support

On Request

Support Health Checks:

Additional checks prepared by SAP support Consultants to improve message processing time and provide faster resolutions for reported issues.

How to obtain Services from SAP?

In order to get online available services download to your installation of remote support platform for SAP Business One, you first need to send to SAP results of System Status Report
After SAP received basic set of information about you installation, available services and tasks, such as Pre Upgrade Health Check and IVI Check up, will be assigned to your system
Then you will be able to download and use them

Value proposition for partners
Significantly higher level of service for customers via automates tool

Free On-Line Monitoring Tool for SAP Business One

Download and use for free
Receive additional services free of charge
At no additional costs, be proactively informed about system critical issues

Monitor and protect customer environment

Enable remote analysis of customer installation, in order up interaction with support
provide tailored information on known issues on customer system level
Ability to provide partner with information on possible technical issues related tu upgrades to recently released patches or major releases
Large Enterprise: automatic execution of health check with reporting to customer and partener
Avoid critical situation by proactive information on customer's system status (regular updates sent via mail)

Financial impact

Lower TCO by at hand information on most critical issues of particular customer installation
Document better maintenance value to customers by providing feedback of received from SAP remote services

Support SAP initiatives automatically

Share information with SAP about installed solutions and system configuration for a faster processing of your customers' messages
Provide SAP with all necessary information for driving Customer facing initiatives, e.g. IVI Checkup, Upgrades, etc.

Check customer's system against known support issues

Check if customer's system is ready for upgrades
Check if customer's system is valid for Inventory valuation Check-Up service

Peace of mind, with proactive detection of potential issues

Proactively avoid business standstills
Faster upgrade due to the pre-upgrade service that checks if your system is ready to upgrade
Decreased time for support and faster return on investment (ROI)
Proactive detection of potential issues with impact on business
Automatic back-up functionality embedded
Available for multiple versions of Business One including 2005 A, 2005 A SP01, 2005 B, 2007 A/B, 8.8 and MSSQL Server versions 2000, 2005 and 2008

Example: Remote Support Platform for SAP Business One helps in upgrades

1 - Partner registers for upgrade: Support ticket generated
2 - Pre Upgrade package has been provided
3 - Database evaluation - Check against known issues
4 - Send report for evaluation
5 - Perform necessary fixes automatically if needed. Not in first patch, but maybe in patch after GA
6 - productive upgrade after go-live check (loop to point 3 in case of failure)
7 - Send succes report to SAP

LIMITATIONS:

In first stage some of the activities needs to be performed manually, e.g. sending pre-upgrade package, database analysis in case of exemption
In the second phase; package is delivered via remote support platform, as well as healing scripts
Business process testing done via Test Catalog; using on-demand engine for downloading necessary test scenarios.

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