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Need to ensure the highest uptime for SAP HANA? Take a closer look at HP Mission Critical Services

by phil.mclean on 01-24-2012 12:41 PM

By Frank Wagner

Business Manager, HP Technology Services for SAP, EMEA

 

In the previous post on this topic we discussed the dramatically improved analytic capability enabled by SAP HANA, and how it’s imperative that the solution remains operational at all times.

 

HP has several optimized and certified appliance solutions for SAP HANA within its AppSystems portfolio, based on HP ProLiant DL580G7 and DL980G7, and has just introduced the new scale-out HP AppSystem for SAP HANA which is the only offering built for continuous scalability and high availability across servers, storage and networking.

 

Today, I’ll explain some of the service offerings available from HP to ensure uptime for all of these solutions and the best possible user experience for SAP HANA.

 

To begin with, HP separates out potential customer issues into the following three areas:

  1. Hardware issues – this typically involves the failure of hardware components - for example, if a server blade fails the solution won’t work as well or not at all anymore
  2. Software issues – this typically involves a problem with software configurations – for example, an outdated software driver may cause poor system performance
  3. Grey zone issues – these are issues caused by problems with the orchestration between elements of the solution – an example one customer experienced was when a third party installation routine removed all the information from an SAP file, meaning the SAP software  was no longer able to run and brought system performance to a standstill

HP has services in place to address all these scenarios, from identifying the root cause right through to delivering a solution.  For example HP offers single pane of glass management, so a customer can monitor all of the components of their SAP HANA solution at the hardware level and feed this into the SAP management cockpit.  If there are performance issues or outages customers can see a graphical view of the root cause.

 

HP has SAP expertise within a dedicated global team, with individuals located worldwide for round-the-clock support, and also team members based on site at SAP headquarters, with direct access to SAP, as well as to other third parties including Oracle, IBM DB2, VMware, so that any grey zone incident can be identified and managed collaboratively.

 

Of course, prevention is better than cure, and HP also has a number of pro-active services including performance tuning, change management and health checks.   To support these pro-active services HP Technology Services (TeCS) is uniquely differentiated with an EMEA based global competency centre. In this EMEA TeCS team, there are a number of 20 year SAP experts (i.e. SAP R/3 Release 1.1x), who pro-actively tune SAP HANA to optimize performance and capacity usage.

 

To ensure customers have the right level of support, we bundle a support package with HP AppSystems for SAP HANA called HP Proactive Care.  This is a re-active service with proactive elements, providing personalized options and service credits for all necessary solution support such as health check, capacity and firmware management.

 

Depending on the size and complexity of the environment for deployment of SAP HANA, HP offers additional Proactive Select services from a menu which ranges from further performance analysis, right up to the SAPS Meter offering.  This enables accurate analysis of resource usage to enable optimal provisioning of systems and even enables chargeback where customers within an organisation are sharing SAP resources.  So if, for example, you are an outsourcer and have customers whose requirements spike at different times, you can share resources between them and charge a price which is both more competitive (i.e. cheaper for customers than a traditional, over-provisioned landscapes) and still more profitable for the outsourcer by combining suitable customers.

 

With high confidence in our SAP service offerings, we offer a shared risk, shared reward model, which builds on the services of our Account Performance Consultancy out of the EMEA TeCS team from the Pro-active Select menu.  Unlike De La Soul we believe that ‘2’ is the magic number, at least that is when it comes to SAP  performance, and if customers are seeing an average response time greater than 2 seconds we consider the system as being down.   Based on that classification of system downtime, we commit to paying a penalty at an availability threshold of 99.95%.  If system availability falls below that we pay out, and the penalty gets progressively more expensive if availability falls further.  However, we get a bonus when system availability is above 99.95%.  So successful are we at achieving this that we have had three years with no penalty at reference customer Richter+Frentzel.

 

We know that services are critical to the ownership experience of any solution, and particularly one which is as vital for an organisation’s successful operation as SAP HANA.  Why not find out more about HP Information Management and BI Services for SAP, or about HP Mission Critical Services for SAP environments.

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  • More than 30 years in Sales and Marketing in IT services business. Currently managing a program on services for x86 based environments.
  • Chary Chigurala is HP’s Global Leader for IT Strategy, Transformation and M&A with 25 years experience in Strategic and transformational projects
  • David is a Fellow in Service Management, co-author of the ITIL Service Operation book and author of the update to ITIL Service Strategy. He is also chairman of the IT Service Management Forum International Board
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  • Duncan Campbell is the Geo Focal Executive for Converged Infrastructure in the Enterprise Storage, Servers, and Networking (ESSN) Worldwide Marketing Organization at Hewlett-Packard. He is also at the helm for Converged Infrastructure for the Small and Midmarket Business for HP’s Enterprise Business Group. Campbell brings more than 25 years of enterprise and midmarket industry marketing experience to this leadership team, with a proven track record spanning software, networking, services, PCs and systems, as well as deep channel and regional expertise. Campbell’s prior appointments were vice president of marketing for Adaptive Infrastructure and prior to that, the vice president of marketing for HP StorageWorks. He was responsible for advancing the market position of HP’s storage area network, network-attached storage, information life cycle management, near-line and storage management software offerings through both direct and indirect channels for small, midsize and enterprise customers. Prior to joining the HP StorageWorks team, Campbell was vice president of marketing and business development for First Virtual Communications, a world leader in providing easy-to-use, integrated rich media communications solutions. Before that, he was the principal and a founding member of Adjunct Consulting, where he helped incubate a SAN-management-over-IP startup and developed transformational business strategies for his other client companies. Campbell was formerly with HP from 1986 to 2001 in various marketing director roles spanning workstations, software, networking, PC servers and Intel servers. He also served as worldwide director of marketing for channels, alliances and partners. Campbell holds a Master of Business Administration from the Wharton School of the University of Pennsylvania and a Bachelor of Science in chemistry from the University of California at San Diego. © 2010 Hewlett-Packard Development Company, L.P.
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  • Mark joined HP in January 2007 as a Business Consultant for the Data Center Transformation team. His role is to assist HP customers in determining the best solutions to their problems and that HP services and experiences are shared and understood. Mark has 25 years of experience in technical project and program management, customer service, and Information Technology including 15+ years international experience. A proven track record in increasing productivity, improving service, cost management, vendor management, and contract negotiations as well as a Six Sigma Master Black Belt. In 2011 Mark was recognized as a HP Brand Ambassador for his ongoing commitment to Service, Quality, and Customer Satisfaction and Engagement.
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  • Greetings! I am on the HP Converged Infrastructure marketing team focused on Business Critical Systems. Topics I am interested in include mission-critical computing, scale up x86, and Converged Infrastructure
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