Outsourcing Operations Providers

Certification of Service Providers in Hosting Operations, SAP

HANA Operations, BPO Operations, Cloud and Infrastructure
Operations, Application Operations
Outsourcing Partner Certification, SAP
June 2018

PUBLIC
Introduction and Positioning
SAP Digital Transformation Framework

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Partner Innovation Lifecycle Services (PLS)
Helping partners to transform ideas into innovative solutions

One-stop shop for co-innovation with partners

Global organization with teams in 10 countries
Right partners

Our vision: Innovate with partners to maximize customer success

Our mission: Offer services along the partner innovation lifecycle to

accelerate market adoption of SAP and partner portfolios
Right services

Walk in with an idea! Walk out with a product!

Right time

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Partner Innovation Lifecycle Services
What do we do?

SAP Partner Engineering Partner Qualification

Services Strategic partner products qualified to
Technical enablement, development ensure quality compliance across SAP
consulting, and partner liaison to network product standards
of SAP experts ▪ Qualification of strategic partner solution
▪ Build support to partners Partner (SAP Solution Explorer and endorsed business
solutions)
Innovation
Lifecycle
SAP Outsourcing Partner PLS Services Partner SAP Integration and Certification
Certifications Center
Open program for certification of outsourcing Open program for certification of partner
partners solutions
▪ Business process outsourcing certification ▪ Software integration certification
▪ Application operations certifications ▪ Premium software certification
▪ Hosting operations certification ▪ Remote access connectivity
▪ SAP HANA operations certification ▪ SAP HANA: Hardware certification
▪ Cloud and infrastructure operations certification
Co-innovated with SAP ▪ SAP HANA: IAAS certification
▪ OEM use case validation
▪ Printer vendor program

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Partner Innovation Lifecycle Services
Services portfolio

Premium Services
▪ Co-innovated with SAP
Premium Certification
Services Services
▪ Premium certification
Certification Services
▪ Hardware certification
Partner ▪ Software certification
Innovation ▪ Outsourcing partner certification
Lifecycle ▪ IAAS certification
Services Technical Services
(PLS) ▪ Build services
▪ Remote access connectivity
Support Services
Support Technical ▪ OEM use case validation
Services Services ▪ Premium qualification

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Accelerate adoption of your Innovations and Operations
By leveraging SAP Partner Innovation Lifecycle Services…

Co-innovated with SAP

Convert your innovative ideas into BPO
marketable solutions using this end-
to-end service with co-branding
Application
SAP Software Certification
Integration and deployment testing
of your solution by SAP Hosting
Build Services
Technical services for partners
to successfully port, build, or Platform
optimize their solutions

App-readiness check
Basic listing of an add-on Infrastructure
solution on SAP AppCenter

Innovations Operations
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Outsourcing provider certifications

BPO
BPO Operations

SAP Business Suite

Application Application Other SAP applications
to follow
management Operations SAP S/4HANA

Hosting Hosting
Operations

SAP HANA
Platform Operations

Infrastructure Cloud and Infrastructure

Operations

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Process and Scope
Certification process

5 1
Completion Application
SAP prepares an audit report based on the checklist The provider applies for initial certification or
and the on-site certification audit. SAP offers to recertification, SAP sends a quotation, and the
conduct an audit call with the provider to discuss the partner prospect confirms the order.
results of the audit and potential areas and methods
for improvement. The process is complete. If it is
successful, a certificate is awarded to the provider. 2
The status logo is granted for two years – a re-
certification audit is mandatory every two years to Questions and Answers
maintain the validity of the certificate.
SAP sends a questionnaire to the provider. SAP
Certification offers to conduct a Q&A session to clarify the
questionnaire’s content.

4
On-Site Audit
A provider on-site audit session is scheduled and 3
conducted. The agenda is based on the documents.
In exceptional cases, follow-up steps, like updates to Return, Review, and Preparation
provider documents or delivery of additional
documentation, are required. The provider returns the completed questionnaire to SAP.
SAP reviews it and prepares the audit.
Both define the schedule for the next steps together.

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Certification – global or local

Global Certification Requirements Local Certification Requirements

Regarding customers Regarding customers
▪ Productive SAP customers in all three regions (Americas, APA,
and EMEA) ▪ Productive SAP customers in the selected country
▪ Customer relationship in all three regions (customer service ▪ Customer relationship in the selected country (customer
manager or other local contact) service manager or other local contact)
▪ Understanding of country-specific markets and regulations ▪ Understanding of local markets and regulations
▪ Global reference customers (at least one that covers two regions)
Regarding operations
Regarding operations ▪ Significant part of service delivery from within the selected
▪ Shared service delivery centers and data centers in the regions country
(scope depends on certification type) ▪ Local language service capabilities
▪ Global service delivery organization, service management
processes and tools
▪ 24x7 service delivery
▪ Multilingual service capabilities (English and local languages of
audited countries mandatory)

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Certification fundamentals
Scope varies by certification type

Service Portfolio Project Management

▪ SAP solutions and platform skills ▪ Project methodology, experience (migration, upgrade or SAP enhancement package (EHP), and installation), and quality management
▪ Plans for new SAP solutions ▪ Consultants’ skills, third-party delivery, and training plan
▪ More ▪ Sizing
Application Management
General Information ▪ SAP IT Service Management
▪ SAP certificates ▪ SAP standards for solution operations:
▪ Number of employees Application change management, business process performance management, change control management, data volume
▪ More management, and job scheduling management

Service and Support

SAP’s ▪ Technical architecture, support infrastructure, and service desk
standards ▪ IT service management processes
▪ Customer and supplier relations
Application Hosting and Operation
▪ SAP system administration
▪ SAP security concept
▪ Monitoring and reporting of key performance indicators (KPIs) and performance management
▪ SAP Solution Manager

Infrastructure Setup
▪ Data center, redundancies, network, and network security
▪ High availability and adaptive computing, including infrastructure standards, backups, and disaster recovery (DR) and business continuity (BC)

Underlying IT ITIL and International Organization for Standardization (ISO) 20000

standards1 ISO 9001, ISO 27001, and International Standard on Assurance Engagements (ISAE) 3402

1 The ISO and ISAE certifications listed are not a prerequisite for SAP certification .

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Results and Benefits
Partner certification benefits – overview

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Number of certified partners by service type and country

www.sap.com/outsourcing-partner-guide

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Outsourcing operations partners – certification status
(December 2017)

6
15
84
40
36 Number of
Partners
44
1

38 8
7
21 additional global partners 4
15
SAP HANA Mobile Application
Hosting BPO Cloud Infrastructure
operations operations management Number of
Global 15 17 2 15 2 13 2 Certificates
Country 212 139 6 85 15 112 40

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Criteria in Detail
Common operations capabilities

▪ Quality management
Quality and ▪ Document management
▪ Knowledge management
knowledge management ▪ Knowledge transfer

▪ Event management
▪ Service desk, incident management, and request fulfillment (implementation, tool support,
system monitoring, integration, escalation, and inclusion of SAP support providers)
▪ Problem management (implementation, integration, and known-error database)
IT service management ▪ Change management (process, integration, workflow, risk analysis, and tool support)
▪ Service asset and configuration management (concept, configuration management system
processes (CMS) and configuration management database (CMDB), and impact analysis)
▪ Service-level management (implementation, reporting, and standard service catalog),
continual service improvement, and customer satisfaction
▪ Capacity management
▪ Availability and IT service continuity management
▪ Security management, company security policy, security audits, and vulnerability tests

▪ Project management guidelines and methodology

▪ Use of SAP methodology (Run SAP methodology)
Project management ▪ Sizing methodology (Quick Sizer tool and partners)
▪ Installation and upgrade experience
▪ Standards, checklists, and procedures

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Certification scope – hosting operations

Common operations capabilities

(Page 18)

▪ Number of hosted customers

SAP service portfolio ▪ Number of hosted SAP systems
▪ SAP product experience

▪ Training plans
▪ Certified ITIL skills
Skills and certifications ▪ Certified skills in the areas of SAP NetWeaver, SAP HANA, and SAP standards
for solution operations
▪ Certified project management skills
▪ SAP technical consulting skills
▪ SAP application consulting skills (also from a third party)
▪ Operations manual and system landscape diagrams
▪ System monitoring (ping, hard disk, CPU, and basic network monitoring)
▪ SAP system monitoring (update tasks, tablespaces, short dumps, and so on)
▪ Operations service times
SAP application hosting ▪ Use of SAP EarlyWatch Alert service and SAP Solution Manager
▪ Implementation of SAP standards for solution operations
▪ SAP security guidelines
▪ Management of administration users and SAP administration

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Certification scope – SAP HANA operations

Common operations capabilities

(Page 18)

▪ Hosting services
▪ Application management services
▪ Development services
Service portfolio for SAP HANA ▪ Consulting services
▪ SAP HANA operations
▪ Infrastructure and license

▪ Training plans
▪ Certified ITIL skills
Experience, skills, and certifications ▪ Trained and certified SAP HANA skills
with SAP HANA ▪ Certified project management skills
▪ Operations experience

▪ Assessment and advisory

Additional services for SAP HANA ▪ Onboarding and migration

▪ SAP HANA landscape

Infrastructure, backup, and security ▪ Backup, high availability, and disaster recovery
▪ Security best practices

▪ SAP tools
Tools and monitoring ▪ Monitoring

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Certification scope – BPO operations

Common operations capabilities

(Page 18)

▪ ITIL, SAP administration, and project skills

Skills and certifications ▪ SAP consulting skills

▪ Monitoring
SAP application hosting ▪ SAP tool usage and integration
▪ User and security management

▪ Quality management
BPO solution development and maintenance ▪ Run SAP phases
▪ SAP services

▪ Scope of SAP as part of the offering

▪ Service-level agreements (SLAs) with end customers and subcontractors
BPO solution operations ▪ BPO lifecycle
▪ Service center

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Certification scope – cloud and infrastructure operations (1/3)

Common operations capabilities

(Page 18)

▪ Number of hosted customers (cloud/non-cloud)

▪ Number of hosted SAP systems (cloud/non-cloud)
▪ SAP service catalog (services tailored to SAP customers)
▪ Customer rights
Service portfolio ▪ Charging model
▪ Cloud building blocks
▪ Cloud scalability and flexibility
▪ Data migration

▪ Training plans
▪ Certified ITIL skills
Skills and certifications
▪ Certified skills in the underlying building blocks of the cloud and infrastructure offering
▪ Certified project management skills

▪ Operations manual
▪ System and cloud monitoring (ping, hard disk, CPU, and basic network monitoring)
▪ Operations service times
Cloud and infrastructure operations (1) ▪ Security guidelines
▪ Operating system (OS) access
▪ Management of administration users
▪ Virus scanning

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Certification scope – cloud and infrastructure operations (2/3)

▪ OS and cloud security patch handling

Cloud and infrastructure operations (2) ▪ Security and data isolation in the cloud
▪ Cloud management

▪ Impact of external risks

▪ Fire detection and suppression systems
▪ Fire risk in server rooms
Data centers ▪ Infrastructure redundancy and failover testing (power and cooling)
▪ Physical security and perimeter protection
▪ Access control
▪ Regular audits

▪ Telecommunication provider setup

▪ Network topology (customer landscapes, administration network, and customer DMZs)
▪ Port blocking
Network and connectivity ▪ Intrusion detection and protection; protection against distributed denial of service (DDoS)
attacks
▪ Cloud-specific network topics (data transfer, virtual firewalls, monitoring, self-services, and
access blocking)

▪ Backup concept and storage options

▪ Recovery testing
Managed backup and ▪ Maximum loss of productive data in the event of a disaster
disaster recovery ▪ Cloud-specific backup topics (backup of configuration and of individual customers)
▪ Availability of DR data center and customer DR scenarios
▪ Cloud-specific DR services

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Certification scope – cloud and infrastructure operations (3/3)

▪ Change management process for cloud services

IT service management ▪ Cloud-specific service-level management (customer individual SLAs, provisioning SLAs,
and real-time information)
processes ▪ Cloud-specific capacity management (general capacity management, resource monitoring,
and capacity conflicts)

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Certification scope – application operations

▪ Number of application management customers

▪ Number of application management consultants
SAP services portfolio* ▪ SAP product experience
▪ Industry experience

▪ Application management offering and delivery setup

Overview of SAP application ▪ Employees, skills, and training
management services* ▪ Quality and knowledge management
▪ IT service management organization

▪ Customer requirement documentation and evaluation

Application management lifecycle
* Scope depends on AMS category (SAP Business Suite, SAP S/4HANA…)
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▪ Design methodology for application management offering
▪ Service implementation standards
▪ Authorization concept and security guidelines
▪ Project and user documentation
▪ Knowledge transfer of customer-specific business processes
▪ Application and business process monitoring
▪ Application management go-live methodology
▪ Event management, service desk, incident management, and
request fulfillment
▪ Problem management (implementation and integration)
▪ Change management
▪ Service-level management
▪ Improvement process and optimization concepts
25
Contacts
Contacts for outsourcing operations certifications

Jens.Schindler@sap.com
Rustem.Rymkulov@sap.com

Sandra.Levicki
Frederick.Morse
@sap.com
@sap.com
Marcos.Garcia-Laule Jens.Schindler@sap.com
@sap.com

Venketesan.Ganesh Annie.Chen@sap.com
@sap.com

Rahul.Rastogi
@sap.com

Felipe.Grandi
@sap.com
Marcos.Garcia-Laule@sap.com
Atima.Kumar.Parashar
@sap.com

Joerg.Castrischer@sap.com

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Thank you.
Contact information:
SAPOutsourcingPartners@sap.com

http://www.sap.com/outsourcing-partner-guide