sap outsourcingoperations provider certifications v20b
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8/12/2019 SAP OutsourcingOperations Provider Certifications v20b
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SAP Outsourcing Operations ProvidersCertification of Service Providers in
Hosting, Cloud, HANA and Mobile Operations, Application Mgmt. and BPO
Outsourcing Partner Certification
November 2013
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Introduction
&
Positioning
Process
&
Scope
Results
&
Benefits
Criteria
In
Detail
Contacts1 2 3 4 5
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© 2013 SAP AG. All rights reserved. 3Public
SAP Product Strategy
powered by SAP HANA
solutionsmobile
cloud
analytics
applications
database & technology
RDS
industries
L o B
s
… and we offer certifications for operations in almost every
strategic area
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Outsourcing Provider Certifications
I
T
S
M
P
r
o
c
e
s
s
e
s
Infrastruc-
ture
SAP Basis
Operations
and
Expertise
I
T
S
M
P
r
o
c
e
s
s
e
s
SAP
Application
Operations,
Expertise
The Application
Management certification
is available to SAP Service
Partners and SAP Hosting
Partners.
I
T
S
M
P
r
o
c
e
s
s
e
s
BPO Solution
Development
and
Maintenance
SAP Basis
Operations and
Expertise
Infrastructure
BPO Solution
Operations
The MobileOperations
certification is an
extension of the
Hosting certification.
The Cloudcertification is an
extension of the
Hosting certification.
Cloud
Manage-
ment
Cloud
Offering
App. Dev. &
Deployment
Infrastructure
+ Operations
Device
Mgmt., BYOD
Mobile Ops
Offering
The SAP HANAOperations
certification is an
extension of the
Hosting certification.
Security +
Tools
Infrastructure
Backup + HA
Services
Skills +
Experience
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SAP
Active
GlobalSupport
Providers and SAP Driving Value for Customers
Skill TransferSupport
Cooperation
Feedback
Requirements
Outsourcing
ProviderSAP QGP,
Outsourcing
Partner
Certification
Other SAP
Organizations
SAP
Education
SAP
Eco-
system& Channels
SAP
Global
Development
Customer
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Introduction
&
Positioning
Process
&
Scope
Results
&
Benefits
Criteria
In
Detail
Contacts1 2 3 4 5
8/12/2019 SAP OutsourcingOperations Provider Certifications v20b
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Certification Process
Questions & Answers
SAP sends a questionnaire to the
Provider. SAP offers to conduct a
Q & A session to clarify
questionnaire content.
Application
Provider applies for initial
certification or re-certification
Onsite Audit
Provider onsite audit session isscheduled and conducted. The agenda
is based on the documents.
As an exception, there are sometimes
follow up steps, like updates on
Provider documents or delivery of
additional documentation.
Completion
SAP prepares an audit report basedon the checklist and the on-site
certification audit. SAP offers to
conduct an audit call with the Provider
to discuss audit results and potential
areas and methods for improvement.
Process is complete. In case of
success a certificate is awarded to the
Provider. Partner agreement with thelocal SAP subsidiary.Status logo is granted for 2 years – a
re-certification audit is mandatory
every 2 years in order to keep the
validity of the certificate. ertification
Return, Review & Preparation
Provider returns the completed questionnaire
to SAP. SAP reviews it and prepares the audit.
Both together define the schedule for the next
steps.
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Certification - Either Global or Local
Global Certif. Requirements
… regarding Customers
Productive customers in all three regions
(Americas, APJ, EMEA)
Customer relationship in all three regions (e.g.Customer Service Mgr. or other local contact)
Understanding of country specific markets and
regulations
Global reference customers (at least one
spanning two regions)
… regarding Operations Delivery centers and data centers in all three
regions (scope depends on certification type)
Global organizational structure and processes
24x7 service delivery
Multilingual service capabilities (incl. English)
Local Certif. Requirements
… regarding Customers
Productive customers in the selected country
Customer relationship in the selected country
(e.g. Customer Service Mgr. or other localcontact)
Understanding of local markets and
regulations
… regarding Operations
Significant part of service delivery from within
the selected country Local language service capabilities
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Certification Fundamentals
(Scope Varies by Certification Type)
SAP
Standards
Service & Support
Technical Architecture, Support Infrastructure and Service Desk
IT Service Management Processes – Incident-, Problem-, Change-, Configuration Management
Customer & Supplier Relations – Satisfaction Surveys, Customer Service Manager, Supplier Management
Application Hosting/Operation
System Administration, incl. Access Control, Password Rules etc.
Authorization concept, etc.
Monitoring and Reporting of KPIs and Performance Management – Service Level Management
Security and Patch Management
SAP Solution Manager
Service Portfolio
SAP Solution and
Platform Skills
New SAP Solutions
Plans
etc.
General Information
SAP certificates
# of Employees
etc.
Project Management
Project methodology, Experience (migration, upgrade, implementation), Quality Management
Consultants skills / 3rd party delivery, Training plan
Sizing
Application Management
IT Service Management – Service Desk, Customer Service Manager, Reactive and Proactive Problem
Management (incl. data consistency)
SAP E2E Standards for Solution Operations and Run SAP Best Practices, e.g.
Application Change Management, Business Process Performance management, Change Control
Management, Data Volume Management, Job Scheduling Management
Underlying IT
Standards
ITIL, ISO20000
ISO 9001, ISO27001, ISAE3402/SOX
Infrastructure
Data Center, Redundancies, Network / Network Security
High Availability, Adaptive Computing, incl. Infrastructure Standards, Backups and DR/BC
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Introduction
&
Positioning
Process
&
Scope
Results
&
Benefits
Criteria
In
Detail
Contacts1 2 3 4 5
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Partner Certification Benefits - Overview
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Certified Partners Are Listed on our Public Web Pagehttp://www.sap.com/community/ebook/2012_Partner_Guide/index.html
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Number of Certified Partnersby Service Type and Country as of Oct. 2013
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Outsourcing Operations Partners Certification Status
as of Oct. 2013
1036
10
0
27
69
36
9
47
8
12 8
14
4
45
No. Certs Hosting Cloud Mobile Ops Appl.Mgmt BPO
Global 14 13 4 13 2
Country 159 80 4 44 11
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Introduction
&
Positioning
Process
&
Scope
Results
&
Benefits
Criteria
In
Detail
Contacts1 2 3 4 5
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Certification Scope – Hosting Services (1)
SAP Service Portfolio
Data Centers
Skills and Certifications
Number of hosted customers
Number of hosted SAP systems
SAP product experience
Training plans
Certified ITIL skills
Certified skills in the areas of SAP NetWeaver, SAP
HANA, SAP E2E Solution Operations
Certified project management skills
Impact of external risks
Fire detection and suppression systems
Fire risk in server rooms
Infrastructure redundancy and failover testing (power,
cooling)
Physical security
Access control Regular audits
Network and Connectivity
Telecommunication provider setup
Network topology (customer landscapes, administration
network, customer DMZs)
Port blocking
Intrusion detection system
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Certification Scope – Hosting Services (2)
Managed Backup and
Disaster Recovery
IT Service Management
Processes
Backup concept Backup storage
Recovery testing
Maximum loss of productive data in the event of a disaster
Customer DR scenarios
Availability of DR data center and setup
Event management
Service desk/incident management, request ffulfillment(implementation, tool support, system monitoring,
integration, escalation)
Problem management (implementation, integration, known
error database)
Change management (process, integration, workflow, risk
analysis, tool support)
Service asset and configuration management (concept,
CMS/CMDB, impact analysis) Service level management (implementation, reporting,
standard service catalogue)
Continual service improvement, customer satisfaction
Capacity management
Availability and IT service continuity management
Security management, Company security policy, security
audits and vulnerability tests
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Certification Scope – Hosting Services (3)
SAP Application Hosting
Operations manual, system landscape diagrams System monitoring (ping, hard disk, CPU and basic
network monitoring)
SAP system monitoring (update tasks, tablespaces, short
dumps, ...)
Operations service times
Usage of SAP EarlyWatch Alert, SAP Solution Manager
Implementation of SAP E2E Standards for Solution
Operations and usage of Run SAP Best Practices forSolutions Operations
SAP security guidelines
OS access
Management of administration users, SAP administration
Virus scanning
Operating system security patch handling
Project Management
Project management guidelines/methodology Usage of SAP methodology - Run SAP
Sizing methodology (SAP Quicksizer/partners)
Installation, upgrade experience
Standards, checklists, procedures
SAP technical consulting skills
SAP application consulting skills (can be also via 3rd
party)
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Add-on Certification Scope – HANA Operations Services
SAP HANA Service Portfolio
HANA additional services
SAP HANA Skills, Experienceand Certifications
Hosting Services Application Management Services
Development Services
Consulting Services
SAP HANA Operations
Infrastructure/License
Trained & Certified Skills Operations Experience (SAP HANA Solutions)
Assessment & Advisory
Onboarding & Migration
Tools & Monitoring SAP Tools
Monitoring
Infrastructure, Backup, Security
HANA Landscape Backup, HA, DR
Security Best Practices
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Add-on Certification Scope – Cloud Services (1)
Cloud Offering for SAP
Network and Connectivity
Skills and Certifications
Number of customers on cloud Customer rights
Charging model
Cloud building blocks
Cloud scalability, flexibility
Data migration
Skills and certifications according to the underlying cloud
building blocks
Cloud specific network topics (data transfer, virtual
firewalls, monitoring, self services, access blocking)
Managed Backup and
Disaster Recovery
Cloud specific backup topics (backup of configuration,
backup of individual customers)
Cloud specific DR services
Availability of snapshots
IT Service Management Support
Processes
Change management process for cloud services
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Add-on Certification Scope – Cloud Services (2)
IT Service Management Delivery
Processes
Application Hosting and Cloud
Management
Cloud specific service level management (customerindividual SLAs, provisioning SLAs, real-time information)
Cloud specific capacity management (general capacity
management, resource monitoring, capacity conflicts)
Cloud specific monitoring
SAP Solution Manager for cloud systems
Security and data isolation in the cloud
Cloud management
Cloud patching strategy
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Add-on Certification Scope – Mobile Operations Services
Mobile Operations Offeringfor SAP
Mobile Device Management
Skills and Certifications
Service portfolio, legal framework Charging model, technology
SAP skills, other skills
General aspects, operation
Device management, device security, BYOD
App Dev. & App Deployment App development and deployment
App management, app security
Mobile Infrastructure
General aspects, data center
Network and connectivity
Managed backup and disaster recovery, hardware
IT Service Management
Processes
Mobile Application Hosting
Service desk, incident management
Change management, configuration management
Service level management, capacity management
Service continuity management
System administration, monitoring, maintenance strategy
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Certification Scope – Application Management Services
SAP Services Portfolio
Application ManagementLifecycle
SAP Application Management
Services Overview
Number of application management customers
Number of application management consultants
SAP product experience
Industry experience
Application Management offering and delivery setup
Employees, skills and training
Quality & Knowledge Management
IT Service Management organization
Customer requirement documentation/evaluation
Design methodology for AM offering
Service implementation standards
Authorization concept and security guidelines
Project/user documentation
Knowledge transfer of customer specific business
processes
Application/business process monitoring
AM go-live methodology
Event management, service desk, incident management,
request fulfillment
Problem management (implementation, integration)
Change management
Service level management
Improvement process/optimization concepts
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Certification Scope – BPO Services
IT Service Mgmt. Processes IT service management support processes
IT service management delivery processes
Skills and Certifications ITIL, SAP Administration, project skills
SAP consulting skills
IT Infrastructure
Data center
Network and connectivity
Managed Backup and Disaster Recovery
SAP Application Hosting Monitoring
SAP tool usage and integration
User and security management
BPO Solution Development and
Maintenance
Quality management
Run SAP phases SAP services
BPO Solution Operations
Scope of SAP as part of the offering
SLAs with end-customers and sub-contractors
BPO life cycle
Service center
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Introduction
&
Positioning
Process
&
Scope
Results
&
Benefits
Criteria
In
Detail
Contacts1 2 3 4 5
8/12/2019 SAP OutsourcingOperations Provider Certifications v20b
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© 2013 SAP AG. All rights reserved. 26Public
Contacts for Outsourcing Services Certifications
Fred Morse [email protected]
Marcos García-Laule [email protected]
Jens Schindler [email protected]
Peter Knapp [email protected]
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Thank you
Contact information:
http://www.sap.com/our-partners/find-a-partner.epx