SAP+basis.doc

SAP Basis 应该做什么文档管理信息表主题：SAP Basis 应该做什么版本：V1.0修订号：1文档编号：受控状态：受控保密级别：公开文档参考文档：提交时间：2009年07月20日创建人：/bayaci(蜂窝)审核人：审核时间：备注：文档变更记录表修改人修改时间申请单号版本标识修改内容蜂窝2009-07-20V1.0.1创建 sap basis是从事sap系统管理的一个角色。主要负责sap系统的规划，安装，配置，管理，监控，维护，调优等。 sap basis从具体工作内容的偏向角度，可以分为实施和运维。实施偏向规划，安装，配置等；运维偏向管理，监控，维护等；调优是需要综合考量的，往往更偏向于实施，但并不是绝对。一般而言，对于sap basis实施的顾问要求应该高于运维。实施规划安装配置了系统，理论上还应该交付大量文档，也就是说定了大局，运维主要是在这个大局已定的前提下做好日常工作，有点萧规曹随的意味。但是并不代表着实施就一定在所有方向上都比运维专业，因为各自的领域有所偏差。同时，有一点很重要，就是数据的安全，所以，资料库备份和还原是需要认真掌握的。 sap basis需要了解os,db,sap以及network等相关知识，才能更好的履行职责。 问题：为什么要出一张怪怪的东东？回答：我接触SAP Basis的时间不长，也没有参加培训。同时我要对公司SAP Basis相关工作负责。这样我刚开始就有一个疑惑：“SAP Basis应该做什么？”。我就不信，没吃过猪肉，还没见过猪跑。牋 为了找到答案，我在网上收集资料，咨询很多顾问。昨天晚上睡觉的时候突然有灵感，就把它展现在一张图里。问题：有人说：“这个不符合公司实际情况”。回答： 做整理工作的时候，做到SAP Basis职业的规划，有点统筹规划的概念。至于是否符合某一公司或部门的情况，需要实事求是，看自己情况来定夺。1 交流平台1.1 文档管理1.1.1 数据库运维文档1.1.2 操作运维文档1.1.3 机房运维文档1.1.4 存储运维文档1.1.5 规章制度文档1.1.6 用户管理文档1.2 BBS 内部交流平台问题：为什么用BBS内部交流平台？回答： 它提供一块公共电子白板，每个用户都可以在上面书写，可发布信息或提出看法。它是一种交互性强，内容丰富而即使的Internet电子信息服务系统。用户在BBS站点上可以获得各种信息服务，发布信息，进行讨论，聊天等等。 1.3 知识管理平台问题：为什么有知识管理平台？回答：1、让大量的知识被记录在一个平台上，供大家参考学习。2、知识管理（Knowledge Management ）可以定义为资料收集、组织内知识的分享与共用、与管理资讯系统（MIS）、流程管理及学习经验等的整合。知识管理主要应用在解决突然发生的状况及渐渐加快的趋势。【知识管理作用】把知识积累起来！构建企业知识库，对纷杂的知识内容(方案、策划、制度等)和格式（图片、word、excel、ppt、pdf等）分门别类管理。充分发动每个部门、员工，贡献自己所掌握的企业知识，积少成多，聚沙成塔。重视企业原有知识数据，进行批量导入，纳入管理范畴。帮助企业评估知识资产量、使用率、增长率。把知识管理起来！创建企业知识地图，清晰了解企业知识分布状况，提供管理决策依据。构建知识权限体系，对不同角色的员工开放不同级别的知识库，保证企业知识安全。注重版本管理，文件资料从初稿到最后一版，均有版本记录保存并可查。把知识应用起来！让知识查询调用更加简单，充分利用知识成果，提供工作效率，减少重复劳动。依据知识库构建各部门各岗位的学习培训计划，随时自我充电 ，成为“学习型团队”。提供知识问答模式，将一些知识库中缺少的经验性知识，从员工头脑中挖掘出来。，支持异地协同，通过互联网获取知识库内容，为异地办公提供知识支持。【最好从今天开始】 做知识管理像做运动一样,今天明天没有差别，但是几个月下来就会有很大的差异； 今天不做，明天没有关系，但是设想1年之后会有多大变化。【知识的特性】知识具有以下四个特性，也正是由于这些特性使知识难于被管理：1. 惊人的可有多次利用率和不断上升的回报。2. 散乱、遗漏和更新需要。3. 不确定的价值。4. 不确定的利益分成。【知识的分类】 隐性知识 (Tacit Knowledge) 隐性知识是高度个性化而且难于格式化的知识，主观的理解、直觉和预感都属于这一类。显性知识 (Explicit Knowledge) 显性知识是能用文字和数字表达出来，容易以硬数据的形式交流和共享，比如编辑整理的程序或者普遍原则1.3.1 SAP 使用指南1.3.2 ERP 使用指南1.3.3 知识库2 风险2.1 操作失误2.2 恶意破坏2.3 应用故障2.4 硬件故障2.5 高峰压力2.6 故障解决时间过长3 应急流程3.1 应急方案3.2 用户联系3.3 运维负责人3.4 厂商联系3.5 外援顾问4 发展方向4.1 SAP Basis Support - Help Desk SupportA member of the Help Desk, providing the initial point of contact for the businessdepartment for all issues requiring the attention of the Solution SupportOrganizationTasks:Managing the entire message life- cycle:Receiving messagesRecordingInitial assessmentSearch in internal solution databaseSearch for SAP NotesResolutionReferring messagesTracking progressConfirmation and closureKeeping customer informed through outSkills:Very good communication and inter-personal skills, especially whencommunicating directly with the End User.Thorough knowledge of local and country-specific requirements as well asthe ability to explain these, if necessary, to the Support Organization that will bedealing with the problem messageHigh degree of adaptability (if a problem is escalated, for example).Ability to maintain a good relationship with the business department and tounderstand the business impact; ability to communicate all relevant information tothe appropriate contact in the Support OrganizationBasic knowledge of the products the users are using (First Level supportstaff need to know which questions to ask when entering or supplementing a problemmessage). It can, for example, be useful to have:Basic desktop skillsKnowledge of mySAP.com in overviewGeneral understanding of networking conceptBasic IT aptitude and first- level knowledge of the product(s) orapplications being supported, where possibleKnowledge of the company business terminologyTake appropriate training on an ongoing basis to build on existing skillsand keep constantly up-to-date with advancements in products and toolsAbility to speak a second language, if appropriate to the businessAbility to use internal communications tools (e-mail, for example) 4.2 SAP Basis Administrator - System AdministratorIn contrast to the Technology Expert, who is responsible for defining, planning,implementing and supporting an SAP centric solution from a technical point of view,the system administrator is mainly responsible for the administration and operationof an SAP centric solution. Nevertheless, he/she will also be a team member inimplementation projects to support the Technology expert and to ensure a smoothtransition from implementation to production. The tasks of a Technology Expert arevery similar, but with a different focus.Tasks:Setup of the technical infrastructureInstallation and configuration (HW and SW)HW capacity planningImplementation and testing of Backup and recovery conceptImplementation and testing of High Availability solutionsImplementation and testing of Network configurationImplementation and testing of Network, Database and OS configurationSetup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,fax, scanner, etc.)Technical customizing for SAP solutionsTechnical customizing and support of interfacesMaintenance of technical system information in service tools (e.g. SAPNetR/3 Frontend)Operation and AdministrationSystem ManagementPerformance ManagementChange ManagementVerification and implementation of recommendations in service reportsProviding remote access for SAPSkills:Knowledge of the technical infrastructureKnowledge of installation and configuration (HW and SW)Knowledge of HW capacity planningKnowledge of Backup and recoveryKnowledge of High Availability solutionsKnowledge of Network configurationKnowledge of Network, Database and OS configurationKnowledge of SAP Basis, Middleware (bc, mqseries), Output devices(printer, fax, scanner, etc.)Detailed knowledge of solution operation and administrationDetailed knowledge of system managementDetailed knowledge of performance managementKnowledge of Change ManagementKnowledge of internal support and escalation proceduresKnowledge of SAPs support and escalation procedures 4.3 SAP Basis Consultant - Technology ExpertA Technology Expert is responsible for the conception, planning, setup, andtechnical support of SAP centric solutions as well as for their interfaces accordingto business and technical needs.Definition, planning and implementation of system operationsBackup and recovery conceptSolution MonitoringHigh Availability solutionsSecurityInterface technology / Technical customizing and support of interfacesFrontend rollout (e.g. mobile clients)Network, Database and OS configurationSetup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,fax, scanner, etc.) / Technical customizing for SAP solutionsDevelopment and maintenance of system documentationDevelopment and implementation of a change management conceptInvolvement in application testing (new support packages, releases,functionality and customizing)Coordination of testing regarding technical tools (e.g. ABAP Workbench,CCMS)Performance ManagementMonitor system performanceIdentify major performance bottlenecks in the systemIdentify the impact of administration tasks on core business scenariosPerformance measurement and optimizationChange ManagementUpgradesSupport PackagesSAPNet NotesKernel PatchesModificationsSecond Level Technical Support (to be coordinated with the role of SystemAdministrator)Ownership of technical messagesRoot cause analysis (Debugging, Tracing.)Search for SAPNet NotesSearch in solution databaseProvide problem solutionsMaintenance of solution databaseCommunication with SAPTesting of implemented SAPNet NotesProviding remote access for SAPRequesting and verification of remote consulting 4.4 SAP Basis Operation Manager - Application/Process ExpertA member of the Solution Support Team responsible for providing expertiseappropriate to his/her application/process specialization to support the dailyoperation and effective performance of the business solution.Tasks:Operational support tasksCoordination and conduct of application testing (new support packages,releases, functionality and customizing) in close co- operation with the technologyteamDesign, specification, test and implementation of business process changesEvaluation, test, implementation and verification of change requestsMaintain appropriate documentation (in close co- operation with thetechnology team)Verification and implementation of recommendations in service reportstogether with technology teamMonitoring, Analyzing, tuning and optimizing the business processes andinterfaces in close co-operation with the technology teamSecond level application support activities including:Investigation and resolution of incidents and problems using all availablelocal and 3rd party information sources.Search in internal solution databaseSearch for SAP NotesTest implemented SAPNet NotesCommunicate with SAPRequest and monitor remote access by SAPProvide and confirm problem solutionRoot cause analysis (Debugging, Tracing.)Maintenance of solution databaseIdentification the need for external consultingRedesign and implementation of business processes as part of softwarechange management process adherence to standards and templatesProject support tasksDesign and realization of business processesDefinition and roll out of standards and templatesSkills:Detailed functional knowledge of business process (application) managementand business process (application) monitoringDetailed knowledge of application testing, test procedures and testscenarios (new support packages, releases, functionalities and customizing)Detailed knowledge of internal support and message handling proceduresincluding message escalationKnowledge of SAPs support and escalation proceduresKnowledge of project and or project manager work experienceKnowledge of designing and implementing business processesKnowledge of defining and rolling out standards and templatesKnowledge of and competence in the use of SAP Solution ManagerFamiliar with business process change management including implementation,testing and verification of change requests 4.5 SAP Basis Infrastructure Manager SAP Basis ArchitectHe/she typically reports directly to CIO and is usually seen as a trusted advisor inaligning business needs with IT services. His/her management tasks consist of:Strategy and Service Level ManagementBusiness Process ManagementTechnology ManagementSoftware Change ManagementSupport Desk ManagementTasks:Overall management of the support organizationOverall definition and implementation of the support organizationstrategy, structure and procedures.Overall definition and implementation of a solution management conceptCoordination of the different parts of the support organizationOwner of support organization management meetings.PlanningBudgetingOverall ReportingPersonnel requirement planningPersonnel resource planning and allocationPersonnel recruitmentPersonnel developmentPersonnel administrationControlling / reportingQuality management (incl. solution operation manual, escalationmanagement)Performance controllingDecision makingIn addition to these tasks, there are essential role- independent deliverables thatmust be ensured by the Support Organization Manager:Info managementKnowledge managementContract managementManagement of end user satisfactionInternal marketingService planningOrdering of servicesQuality assurance (w/r/t Standards, Templates, Transition to SupportProcess, etc.)Escalations to SAP in liaison with the responsible business process ownerSkills:Generic management skillsHolistic viewIT ManagementKnowledge in the business of the different support organization unitsKnowledge of SAPs support strategies, structure and processesDetailed knowledge of escalation processesKnowledge of Cost Models / Cost Allocation modelsFamiliarity with cost accounting5 工作/维护5.1 周期性维护工作5.1.1 Schedule Daily Tasks5.1.2 Schedule Tasks Weekly5.1.3 Schedule Monthly Tasks 5.1.4 Schedule Quarterly Tasks5.1.5 Schedule Yearly Tasks 5.2 文档化规范5.3 统一公司化模板6 管理制度6.1 岗位划分6.2 岗位职责6.3 福利待遇6.4 员工成长制度7 岗位问题：实际中，不可能有这么多的岗位的，只能说职责。答案：在这里不考虑实际某一个环境，只能做到理论化的岗位划分。至于实际情况，就看现有人员分配情况和能力。例如，在实际办公环境中，一个完全不懂管理操作系统和管理数据库的员工，可以同时完成Help Desk,Privileges,User ,Document ,Vss管理。7.1 Help Desk Provider热线服务成员将向日常使用R/3系统的熟练用户和最终用户提供应用软件的支持。这个角色通常由负责运行后的支持小组成员担任。7.2 SAP System AdministratorSAP系统管理员的责任包括：不间断地对SAP技术环境进行设置，监视，调整和纠错。他还负责对SAP技术环境的日常维护。日常维护包括管理和执行SAP传输系统和CCMS。责任包括管理和执行安装和升级。在较小的SAP实施中，他还负责操作系统管理，用户管理和SAP安全管理。7.3 SAP Database AdministratorSAP数据库管理员的主要责任有备份和复原管理，数据库协调和设置，管理SAP数据字典和数据库安全性。7.4 SAP Security AdministratorSAP安全管理员负责管理SAP的安全环境。他的责任包括：机制的设计，用户管理的流程，用户概况的创建和维护，SAP周围环境的安全性管理。7.5 Network Administrator网络管理员负责系统和网络的安装，升级和修补，网络备份的管理，系统性能和协调，网络操作系统和安全性，对OSS不间断的管理和网络复原。网络管理员还负责管理SAP客户端的软件和SAP系统的打印环境。7.6 Operating System Administrator操作系统管理员负责操作系统环境的安装，升级，修补，备份，性能协调和安全性。操作系统管理员还负责与SAP系统有关的硬件和周边设备的管理。7.7 Storage Administration1、全面负责公司存储设备（SAN、NAS、CIFS）的维护工作2、制定合理的维护方案3、制定合理的存储设备容灾方案4、制定存储设备应急方案和故障处理流程7.8 Document Administration1、全面运维部门各类文档的管理工作2、制定合理的文档管理制度3、制定合理的归档和备份机制7.9 Equipment Room Administration1、制定公司机房的管理规范，包括门禁制度、出入机房制度、机房工作制度2、制定机房的维护方案，包括放火、防盗、防尘、防水、温度、湿度、电力3、制定机房交接班制度7.10 VSS/CVS/SVN Administrator 版本控制系统里团队开发不免要用上CVS SVN VSS ClearCase等工具。至于选择上，则是根据开发团队搭建的平台，使用的编程语言相关联。 浅谈vss和svn 的对比