Delivering a problem-free SAP system refresh: Is it fair to expect a perfect result every time?
I recently spoke with an SAP customer and its SAP Support Partner about an ongoing area of dissatisfaction. The customer found that the SAP system refreshes delivered by their Support Partner were consistently inconsistent, and post-copy problems always occurred.
Of course, the Support Partner was disappointed and felt that this was on his team and they should be getting it right.
But is this a reasonable expectation?
SAP system refresh challenges
Expectations
With enhancements delivered more regularly and test expectations increasing, project and test teams demand a more frequent refresh cycle. The annual or even bi-annual refresh is no longer adequate; quarterly is fast becoming the expected norm.
Complexity
SAP system refresh has always been a complex process, but complexity has increased with the increase in connected non-SAP and web-based applications.
SAP system copy instructions can extend to hundreds of line items of tasks. Even the most experienced SAP Basis engineer familiar with their own SAP systems finds it almost impossible to complete a system refresh error-free.
Resource limitations
Unfortunately, SAP Support Partners don’t always have access to the right resources when it comes time to perform a customer’s SAP system refresh.
Then, regardless of who does the job, they are likely to be unfamiliar with the customer’s systems and infrastructure, anyway.
Consistency
With expanded complexity and resource limitations, SAP support Partners will struggle to deliver a consistent client outcome. Finding the right resource at the right time with adequate customer system knowledge is unlikely.
Then, due to increased system refresh frequency, customers are more aware of the inconsistency.
Who’s at fault?
So, who is at fault?
Is it the customer due to unrealistic expectations? Is it the Support Partner for not hiring the right people? Or is it the SAP Basis engineer at the coal face for not performing the job accurately?
Each is between a rock and a hard place. Pointing fingers is unfair.
Although a customer has a right to a certain outcome expectation, expecting something that cannot be delivered is unreasonable. This goes for the hiring Support Partner, too. However, even the best SAP Basis engineers won’t get an SAP system refresh right every time, so hiring isn’t the answer. And yes, the SAP Basis engineer on the coal face should get it right, but as we know this is a tough ask.
So, what to do?
The way forward.
The way forward is automation.
By automating the myriad tasks involved in an SAP system refresh, a consistent outcome is guaranteed. Every task is programmed, and thus, every task is completed. Nothing is missing.
The customer’s expectations will be met, the Support Partner need not be concerned about the basis engineer’s competency, and the basis engineer can confidently oversee the automated process.
Additionally, time on task is significantly reduced. Refresh turnaround times are faster, and SAP Basis engineer time is optimized.
It’s a win all round.
About us.
Leg Up Software is an expert in SAP IT operational and infrastructure software automation solutions, including those that support SAP system refresh.
We know the SAP operations and infrastructure automation solutions landscape and have already done the legwork identifying the best available solutions.
We have excellent relationships with many software vendors, including those providing solutions mentioned here, and can negotiate an evaluation process that best suits your circumstances and budget.
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