SAP 运维服务白皮书 2017 版（试行）
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目录 TABLE OF CONTENTS
1. SAP 运维服务简介 ......................................................................................................................................... 3
1.1 SAP 运维方法论主要术语及其历史 ................................................................................................................................ 3
1.2 SAP 企业级支持服务（ES = Enterprise Support） ..................................................................................................... 4
1.3 SAP 一体化服务（ONE Service） ................................................................................................................................ 4
2. SAP 公司运维服务相关部门 .......................................................................................................................... 4
2.1 产品维保部门................................................................................................................................................................. 4
2.2 SAP 一体化服务部运维团队 .......................................................................................................................................... 5
2.3 SAP 一体化服务部合作伙伴管理中心 ............................................................................................................................ 5
3. SAP 运维控制中心方法论（OCC = OPERATION CONTROL CENTER） ................................................. 6
3.1 SAP 运维控制中心方法论 (OCC) 概述 ........................................................................................................................... 6
3.2 指标体系及价值实现 (KPI & Value Realization) .......................................................................................................... 7
3.3 组织结构 (Organization) .............................................................................................................................................. 7
3.4 管控机制 (Governance) ................................................................................................................................................ 8
4. 基础运维服务 ................................................................................................................................................. 9
5. 应用系统运维服务 (AO = APPLICATION OPERATION)........................................................................... 9
5.1 技术管控和向导程序 (Technical Administration) ...................................................................................................... 10
5.2 系统自动监控及报警 (Technical Monitoring and Alerting) ...................................................................................... 10
5.3 数据量管理 (Data Volume Management) ................................................................................................................ 11
5.4 终端用户体验监控 (End-user Experience Monitoring) ............................................................................................. 11
6. 业务流程运维服务 （BPO = BUSINESS PROCESS OPERATION） ....................................................... 12
6.1 业务流程监控 (Business Process Monitoring) .......................................................................................................... 12
6.2 后台作业管理 (Job Scheduling Management) ......................................................................................................... 13
6.3 数据一致性管理 (Data Consistency Management) .................................................................................................. 14
6.4 业务流程改进 (Business Process Improvement) ...................................................................................................... 14
7. 软件生命周期管理 (ALM = APPLICATION LIFECYCLE MANAGEMENT) ............................................ 15
7.1 解决方案文档管理 (Solution Documentation) .......................................................................................................... 15
7.2 服务台及事件管理 (IT Service Management) ............................................................................................................ 16
7.3 变更管理 (Change Request Management) .............................................................................................................. 17
7.4 测试管理及自动化 (Test Management) ..................................................................................................................... 18
7.5 客制化代码管理 (Custom Code Management)......................................................................................................... 18
7.6 升级优化/零停机 (Zero Downtime Maintenance) .................................................................................................... 19
附录一：参考链接及文档 ................................................................................................................................. 20
附录二：SAP 运维服务项汇总表 ..................................................................................................................... 21
