SAP Services

Run SAP Methodology: how to IMPleMent end-to-end SolutIon oPeRAtIonS

Content

4 5 6 7 8 9 11 14 14 14 15 15 15 15 16 16 16 17 18

Executive Summary Why You Need a Methodology for End-to-End Solution Operations Objectives and Key Deliverables SAP Standards for Solution Operations Road Map to Implement End-to-End Solution Operations Assessment and Scoping Design of Operations Setup of Operations Handover into Production Operations and Optimization Training and Certification E2E040 Run SAP End-to-End Solution Operations (Two-Day Course) E2E050 E2E Solution Scope and Documentation (E-Learning Course) E2E100 E2E Root Cause Analysis (Five-Day Course) E2E200 E2E Change Control Management (Five-Day Course) E2E300 E2E Solution Support Integration and Automation (Five-Day Course) E2E400 E2E Technical Upgrade Management (Two-Day Course) SAP Solution Manager Support Services

exeCutIve SuMMARy

The foundation for business process availability is laid in the technical implementation of the solution that supports the business process and that solutions end-to-end operation. Business process availability, however, is not merely a function of the underlying technology and the application. Availability hinges on how that technology is first implemented and then supported, day in and day out. Functional and technical project teams must work in concert not in a vacuum and certainly not at odds with one another and so must in-house technical teams and outside consultants, including those from SAP. The Run SAP methodology provides a proven methodology to enable you to optimize the implementation and ongoing management of end-to-end solution operations. The focus is on application management, business process operations, and administration of the SAP NetWeaver technology platform. In many implementation projects, the technical and functional parts of the implementation operate as two separate projects. The two parts of a typical implementation and operations project are nearly equal in terms of complexity, effort, and resources. However, the functional and technical implementation teams have different target groups: the functional departments and the support organization, respectively.

In many cases, the functional and technical implementations are delivered by different professional service organizations and by separate project teams operating with separate budgets. And most organizations do not have a formal plan in place to guide the handover from the implementation team to the support organization. SAP has a vested interest in ensuring that every support organization can successfully run the business systems that support the business processes. With Run SAP, the SAP Active Global Support organization has taken steps to define a clear, shared methodology for the ongoing management of the end-to-end solution.

why you need A Methodology FoR end-to-end SolutIon oPeRAtIonS

The complexity of solutions that you implement requires a comprehensive solution management concept. Business processes extend not only across different systems and components inside the same organization but also across different organizations. For this reason, integration of business processes as well as of software and system components becomes more relevant in the implementation of the new solutions. In the support of todays solutions, many organizations play an important role: functional implementation partners, hardware partners, third-party software providers, outsourcing partners, and so on. In many cases, the team in charge of the implementation is not the same as the team responsible for the operations and support of the solution. You need not only to successfully implement SAP solutions but also to manage the operation of the business processes after going live with the software. Therefore, you need the SAP standards for solution operations to run SAP solutions, as well as the methodology for the implementation of those solutions.

You need not only to successfully implement SAP solutions but also to manage the operation of the business processes after going live with the software.

objeCtIveS And Key delIveRAbleS

Run SAP provides a methodology for the implementation of end-to-end solution operations. This methodology includes: The SAP standards for solution operations The road map of Run SAP to implement end-to-end solution operations A training and certification program Tools, including the SAP Solution Manager application management solution Support services Figure 1 shows in summary the scope and the deliverables of the Run SAP methodology.
SAP Standards for Solution Operations Includes IT standards and tools to run SAP software

RUN SAP Road Map and Best-Practices Documents Accelerates the implementation of end-to-end solution operations Training and Certification Provides up-to-date skills for the ecosystem and latest application technology

Services Engages the SAP Services organization to implement end-to-end solution operations SAP Solution Manager Provides all tools for end-to-end solution operations
Figure 1: Best Practices, Content, Services, Training, and Tools

SAP StAndARdS FoR SolutIon oPeRAtIonS

Companies expect high availability and continuity of their solutions, flexibility to quickly implement changes, and low total cost of ownership (TCO). Additionally, they need to be able to manage outtasking and outsourcing relationships across different time and geographical zones as well as control and monitor service-level agreements. To achieve this, IT governance is key. Companies need an IT strategy that focuses on the management of complexity, risks, and costs as well as skills and resources. Standardized procedures that leverage the experience of the organization and the software supplier are a key prerequisite for the optimization of application management. With the SAP standards for solution operations, you gain defined standards for important operations processes within a companys business and IT units. These key standards and practices address the needs of business process experts the stakeholders responsible for the design and execution of business processes and of IT departments charged with ensuring that the services provided by the SAP solutions are available for business users. Each standard contains best-practice procedures on how to run the individual tasks, explanations on which tools from SAP Solution Manager should be used, and available training and services that support the adoption of the standard.

End-User Support

Change Management Change request management Change control management Test management

Solution Transition to Enterprise Service-Oriented Architecture Readiness for enterprise service-oriented architecture Release and upgrade management

Incident management

Application Management Minimum documentation Root cause analysis Remote supportability

Business Process Operations Business process and interface monitoring Data volume management Job scheduling management Transactional consistency Data integrity management Exception handling Technical Operations System administration System monitoring

Custom Development Management Custom code maintenance

IT Infrastructure Management
Figure 2: SAP Standards for Solution Operations

Change management enables the planning and management of changes, minimizing the risk through the use of standard processes for each of the changes.

RoAd MAP to IMPleMent end-to-end SolutIon oPeRAtIonS

The implementation of operations is a project that runs in parallel with the functional and technical implementation projects. In some cases, the implementation of operations is conducted by an organization different from the one conducting the functional implementation project; for example, the implementation of operations may be conducted by outsourcing companies or another department of your company.
Assessment and Scoping Operational requirements analysis Scope definition Technical requirements and architecture Project setup Design of Operations End-user support concept

In the implementation of operations, several parties may be involved: the company, system integrators, the support organization, outsourcing partners, and hardware partners. For this reason, you need to coordinate all the activities to implement the operations as a project or several projects.

The road map for Run SAP guides you through defining the scope of the operations to be implemented, preparing a detailed plan, doing the setup, and running your SAP solution. Moreover, it helps you find the right strategy and tools to implement your end-to-end solution operations. The road map provides not only what needs to be implemented but also information about how it needs to be implemented, in the form of implementation methodology documents and best-practices documents. The implementation methodology documents describe how support is implemented across the life cycle. The best-practices documents describe in more detail how to implement the end-to-end solution operations for different SAP solutions. The best practices described are based on the experiences of thousands of companies. The road map is available as part of Run SAP in SAP Solution Manager as well as in the SAP Service Marketplace extranet. Run SAP provides detailed assistance through every phase, as described in Figure 3: Assessment and scoping Design of operations Setup of operations Handover into production Operations and optimization

Setup of Operations End-user support setup

Handover into Production Knowledge transfer training and certification Final testing and sign-off Transition into production Handover

Operations and Optimization End-user support

Change management concept Application management concept Business process operations concept Custom development management concept Technical operations concept IT infrastructure management concept

Change management implementation Application management implementation Business process operations implementation Custom development management implementation Technical operations implementation IT infrastructure management implementation

Change management Application management Business process operations Custom development management Technical operations IT infrastructure management

Governance model for operations Solution transition to enterprise service-oriented architecture

Figure 3: Project Life-Cycle View of End-to-End Solution Operations

Assessment and Scoping

This phase is preparation for the implementation of the operations. The objective is to make an assessment of the business and technical requirements for operations in order to define what aspects of the operations need to be implemented, enhanced, or adjusted. In most cases, companies already have an existing support organization and operations, but they need to integrate new parts of the solution or a new solution into the existing operations. In some other cases, companies need to start from the beginning. Since SAP provides a set of standards and tools to run operations, your organization needs to identify the gaps in the solution operations to ensure high availability of business processes and systems. The output of this phase is the definition of the kind of support processes that will be implemented and the technical infrastructure required to do this.

Operational Requirements Analysis The first steps in this phase are to understand the business requirements for operations and to guarantee the operability of the solution. Operability is the ability to maintain IT systems in a functioning and operating condition, guaranteeing system availability and required performance levels to support the execution of the enterprises business operations. For example, mission-critical solutions require 24x7 availability, which has implications for the way you need to monitor and maintain the application and the systems. Scope Definition Once the operational requirements are clear, you need to define what part of the operations you need to implement, enhance, or optimize in order to meet the business requirements. To define the scope, you can use the SAP standards for solution operations discussed above to identify the gap. You also need to identify the following:

The skills required to manage the solution The way in which the support organization needs to be empowered Tools and processes required Functions to be implemented using SAP Solution Manager During the scope definition, you also need to identify which SAP components, support for business processes, and interfaces are being implemented and need to be considered for operations. Finally, you must decide what kinds of support you will implement as part of Run SAP. Technical Requirements and Architecture To implement operations, you need a technical infrastructure. This technical infrastructure includes tools to support the different support and operations processes, such as end-user support, monitoring, change management, and so on. In this phase, you need to determine how the technical infrastructure

For the setup of operations, the road map for Run SAP provides detailed information, including accelerators and best-practices documents for ways to do the implementation.
needs to be implemented (for example, global versus local infrastructure). SAP Solution Manager serves as the application management infrastructure for operations. On the basis of the defined scope, you need to determine the architecture, the structure, and the sizing required for SAP Solution Manager, considering which kinds of support will be implemented or enhanced. Project Setup Normally, the implementation of the operations occurs in parallel with an implementation, upgrade, or enhancement project. As a result of the scoping and assessment sessions, you define which parts of the operations need to be implemented and which projects need to be set up. During the project setup, you plan the projects and the next steps following the Run SAP methodology. You need to consider implementing end-to-end solution operations as an implementation project. Governance Model for Operations The governance model describes the mission of the IT operation. You describe the mission by defining the organization, the standards, and the processes (that is, the who, what, and how) on the basis of the fundamentals of the corporate strategy and policies (that is, the why).

The first step to efficient operations of end-to-end solutions is to ensure the specialization of organizations. Dedicated stakeholders are responsible for different objectives. You can arrange the stakeholders into different organizations that can be grouped largely into two key organizational areas: business unit and IT. While the names of the organizations may differ from company to company, their function is roughly the same. They run their activities in accordance with the corporate strategy, the corporate policies (for example, corporate governance, compliance, and security), and the goals of their organizations. Solution Transition to Enterprise Service-Oriented Architecture A clear IT strategy is a key success factor for effective operation of business processes and systems. For the support organization, it is important to understand the IT strategy to determine the impact on the operations and how the operations need to be adjusted or enhanced to be able to support the strategy. The solution transition to enterprise service-oriented architecture (enterprise SOA) includes topics such as readiness for enterprise SOA, upgrade strategy and planning, capacity management, and so on. Supporting and operating enterprise SOA means higher responsibilities. This is especially true for the IT departments that must ensure that the underlying technology guarantees the reliability, availability, data consistency, and agreed performance of services that are part of the business processes.

10

The goal of the solution transition to enterprise SOA is to support your IT organization on its way to enterprise SOA and in running an existing enterprise SOA. This includes not only the technical but also the organizational readiness.

Design of Operations
The purpose of this phase is to design the operations on the basis of the results of the assessment and scoping phase. Basically, you need to create a business blueprint of your operations processes or define what you need to do to enhance or modify existing procedures. In this phase, you define the operations. This includes the following information: How the processes are going to work Which tools are required to implement the support for the processes How to train your support organization Which services are required from SAP Figure 2 lists the standards, and the following sections explain the key areas to take into account. End-User Support Concept The support for end users after the golive stage is a critical success factor for the acceptance of the solution as well as for the normal flow of the business processes. One of the most critical operations processes is incident management. Inci-

dents in operations of mission-critical applications can cause severe business loss if they are not properly managed, their root cause identified, and corrective action taken. The incident management standard defines the process and tools required to manage the collaboration between the involved parties to resolve incidents in time. Normally, companies already have an existing incident management process and the corresponding tools. However, when a new solution goes live, you need to ensure that the existing procedures can handle the new solution and can meet the service-level agreement with the users of the solution. The support desk functionality in SAP Solution Manager enables your organization to implement incident management. Change Management Concept Change management enables the planning and management of changes, minimizing the risk through the use of standard processes for each of the changes. A proven change management concept is a key success factor for ensuring the stability of business processes and systems. Change management includes: Change request management The goal of the change request management standard is to efficiently and punctually implement changes to SAP applications with minimal risks, using standardized methods and procedures to ensure the stability of the systems and processes.

Change control management Change control management is the process to enable the deployment and the analysis of changes that need to be addressed in order to ensure that changes are executed without disruption of the ongoing business. The standard covers two major areas of change control: change deployment and change diagnostics. Test management The goal of testing is to ensure the normal flow of the processes. The test management standard includes not only functional testing but also integration and volume testing. SAP Solution Manager provides tools to support change management.

11

SAP Active Global Support provides services across the Run SAP methodology implementation cycle to support you in implementing operations and providing knowledge transfer to your support organization.
Application Management Concept The goal of this concept is to provide the assistance required to analyze and solve incidents and problems. Application management includes several tasks, from solution landscape planning, to implementation, to handling and execution of changes coming from business units, to documentation of standards, to assurance of remote supportability. The key interface between business and IT is the application management organization. The application management concept defines how the support organization will handle the following topics: Minimum documentation This includes the documentation of the system landscape, business processes, and interfaces. This is a key success factor for problem resolution since this information needs to be accurate to speed the problem resolution process and ensure change management and know-how transfer to the organization. Root cause analysis Clear procedures and relevant tools are key success factors for enabling you to analyze the cause of problems. SAP Solution Manager provides the required tools to conduct root cause analysis for code from both the ABAP programming language and Java. Remote supportability To be able to receive fast, safe, and remote support to analyze problems, companies need to have SAP Solution Manager to connect to the SAP network and get remote support. Business Process Operations Concept To ensure availability of business processes, you need a comprehensive concept to manage business processes end-to-end. The business process operations concept includes the topics covered in the following sections. Business Process and Interface Monitoring and Exception Handling To increase availability of business processes, you need to define a concept to monitor the core business processes and define error-handling procedures to be able to react to critical situations. In the design of operations phase, you need to identify the critical business processes and exception situations and the ways to handle those exceptions. This includes identifying the corresponding tools for the processes. For example, SAP Solution Manager offers the functionality to monitor your business processes. The standard of business process and interface monitoring and that of exception handling describe a model for the management of mission-critical busi-

ness processes. Business process and interface monitoring describes best practices for monitoring and supervision of the mission-critical business processes, including critical interfaces. Exception handling explains how to define processes and procedures to manage exceptions and error situations during daily business operations. Possible results are smoother business execution and an optimized total cost of operations. Data Volume Management Because of the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data volumes are growing and growing. This has an impact not only on performance but also on your overall operations. Therefore, you need to define a concept of how to manage data growth by avoiding data creation, archiving data, and deleting data. The data volume management standard helps increase the availability of your solution because administration tasks such as software upgrades, database reorganization, data backups, or data recovery can be done in less time. In addition, you can reduce the time needed for managing disk space and benefit from more efficient use of resources such as hard drives, memory, and CPU. Job Scheduling Management Job scheduling management determines in what sequence you have to execute different activities (online and background), while considering existing limitations and avoiding bottlenecks, to meet given processing deadlines. There are two main reasons for scheduling

12

monitoring procedures, and eventually create corrective tools to solve inconsistencies. This requires profound knowledge of the application as well as the involved interfaces. Custom Development Management Concept Custom code comprises the components that have been developed to complement the standard application portfolio in order to achieve a particular functionality not delivered within the application standard. Custom code can be an application developed on top of SAP software or an application developed next to the software and interfacing with the rest of the application landscape. It is not enough to develop the custom code; you need to have a concept of how to maintain new code, how to deploy the code, how to monitor the processes, and how to manage exception situations. These concepts need to be part of the code design in the design of operations phase, with the standards defined in this phase and then implemented and optimized during the operations and optimization phase. Technical Operations Concept To run your SAP software, you need to define a concept for technical operations that includes system administration and system monitoring. Your concept depends on the SAP components being implemented. In the design of operations phase, you need to define the underlying technology to monitor your landscape and SAP software and learn how to operate the solution. SAP Solution Manager serves as a central application management

restrictions: time and hardware resources (CPU, main memory, network capacity, and so on). Additional restrictions may exist as a result of dependencies between different activities within the same system or even across system borders. Job scheduling management includes the definition of roles and responsibilities as well as procedures for planning, controlling or scheduling, and monitoring of all system-related and business processrelated operational activities for a system landscape. All these activities should be performed centrally and are defined as follows: Planning is the process of collecting information on which background jobs have to be run and then deciding which job should be run at what time. During scheduling, you enter the job data into the system landscape. Monitoring ensures that the background jobs are running correctly for example, at the dedicated time and do not cancel or produce errors.

Job scheduling addresses issues of time constraints and resource limitations. In a productive solution landscape, you need to execute online and background activities as well as maintenance and administration tasks. Job scheduling leads to reduced costs, less people resources, better resource usage, and better timing through automation. With load balancing, the resource usage can be optimized. Transactional Consistency and Data Integrity Management Data inconsistencies can lead to immense costs. In addition, business processes that are supported by inconsistent data can lead to downtime of your solution until the root cause is identified and data is corrected. By preventing and detecting data inconsistencies as early as possible and utilizing defined error-handling procedures, your daily business operations can be protected. In the design of operations phase, you need to identify the areas for potential inconsistencies, define

13

solution. With SAP Solution Manager, you can combine technical information such as key performance indicators and performance information with business processrelated information. It supports the whole solution life cycle, from the implementation to the operation of SAP and non-SAP software. IT Infrastructure Management Concept Run SAP focuses on managing the business processes and the SAP software components. In addition, your company needs to manage the underlying infrastructure to run SAP applications. This includes the following areas: Access management Mainframe management Server management and support Network management Storage and archiving Directory services management IT operations Desktop support Middleware management Internet and Web management To manage this infrastructure, SAP partners support the best practices and standards needed. Most support organizations use the information technology infrastructure library (ITIL) methodology to do this.

detailed information, including accelerators and best-practices documents for ways to do the implementation. The setup of operations follows the same structure as that in the design of operations phase: End-user support implementation Change management implementation Application management implementation Business process operations implementation Custom development management implementation Technical operations implementation IT infrastructure management implementation In this phase, you can use the implementation methodology documents as well as the best-practices documents, which describe how to do the setup. As a result of this phase, you will have an implemented and tested operations concept and will be ready to start operations.

also check if and prove that the requirements to run the application are met. These include service-level agreements, performance of the business processes and software, integration, and so on. This phase includes the following topics in general: Knowledge transfer training and certification end-to-end solution operations trainings and certifications Final testing and sign-off Transition into production Handover

Operations and Optimization

The primary goal of this phase is to ensure the normal operations of the business processes and the solution landscape in order to meet the business requirements. To do this, you need to establish procedures in advance to monitor the solution (business processes and systems) and put in place a support organization with the right skills and knowledge. The secondary goal of this phase is to optimize and improve the solution and its operation in order to reduce TCO or avoid additional cost. In general, this phase consists of reactive and proactive activities. These activities include the daily operations of the solution after implementing the solution.

Handover into Production

This phase describes the activities required to start the operations of the SAP solution. The objective is to ensure that the support organization can manage the SAP solution and that all the processes and tools required are in place and have been tested. This is a phase gate to ensure that the operations of the solution have been implemented and tested. In this phase, you

Setup of Operations
The purpose of this phase is to implement end-to-end solution operations on the basis of the plan made during the previous phase. To help you do so, the road map for Run SAP provides more

14

tRAInIng And CeRtIFICAtIon

SAP offers several training courses or empowering workshops to facilitate knowledge transfer to your support organization. The training and certification of Run SAP provides companies, partners, and SAP consultants with the methodology to implement end-to-end solution operations as well as the SAP standards for solution operations. SAP offers the following training.

tion operations in the different phases of the road map for Run SAP, whose standards and best-practices configuration settings are provided by SAP.

E2E100 E2E Root Cause Analysis (Five-Day Course)

E2E root cause analysis training enables you to leverage root cause analysis standards and resolve problems in heterogeneous IT landscapes quickly and permanently. The end-to-end root cause analysis course provides you with best-in-class knowledge and skills to run the diagnostics functionality of SAP Solution Manager on the full breadth of solution operations. A higher level of availability of your IT solution leads to less work for your IT organization, with lower TCO for you.

E2E050 E2E Solution Scope and Documentation (E-Learning Course)

The end-to-end (E2E) solution scope and documentation training is the foundation for the end-to-end courses 100 through 400. The course provides a general overview of how to plan and develop business scenarios and processes quickly and maintain them cost-effectively with the help of SAP Solution Manager. Based on SAP know-how, methods, best-practices documents, and tools, E2E solution scope and documentation training helps you ensure efficient management and implementation of all of your solutions.

E2E040 Run SAP End-to-End Solution Operations (Two-Day Course)

This training course provides technical and application consultants, as well as implementation and operation partners, with an overview of SAP standards for solution operations and the tools required to successfully support an SAP solution landscape. The focus of this training is on the Run SAP methodology and the understanding of what needs to be done to implement solu-

15

E2E400 E2E Technical Upgrade Management (Two-Day Course)

E2E technical upgrade management training guides you through the upgrade project to manage challenges, such as project management, efficient testing, and minimization of downtimes; adaptation of applications and modifications; and knowledge transfer to end users. With the best-in-class knowledge that E2E technical upgrade management training provides, you will become competent in the skills required to successfully execute and manage technical upgrade projects that represent mission-critical operations. By reducing the risk and cost of technical upgrades in the future, your business will benefit from continuous improvements to mission-critical enterprise solutions, ensuring a decisive market lead.

E2E200 E2E Change Control Management (Five-Day Course)

This course introduces you to change control concepts, which coordinate and optimize how changes are introduced into a software landscape. By ensuring that changes do not conflict with each other, and do not disrupt ongoing business, you ensure improved quality of the software landscape and higher availability of IT solutions. End-to-end change control management training provides you with the know-how to efficiently handle changes to solutions, which is vital to achieving operational excellence in your business and cutting TCO significantly.

E2E300 E2E Solution Support Integration and Automation (Five-Day Course)

This course focuses on the areas of business process and interface monitoring, job scheduling management, business process performance optimization, data consistency management, and data volume management. These standards help you streamline planning and integration of business-critical processes in heterogeneous IT landscapes. Aiding you with improved business processes, performance, and data consistency of your solutions and optimized use of hardware resources, E2E solution support integration and automation training helps your business contain costs.

16

SAP SolutIon MAnAgeR

SAP Solution Manager is the application management solution that enables you to implement end-to-end solution operations. With SAP Solution Manager, you gain the support of several functions required to run operations, such as root cause analysis, change request management, business proImplementation of SAP solutions SAP methods and tools Global rollout Customizing synchronization E-learning management Test management

cess and system monitoring, service desk, and minimum documentation. Run SAP methodology is available with SAP Solution Manager. Run SAP describes how to implement solution operations using the functionality provided in SAP Solution Manager.
Solution monitoring System monitoring Business process monitoring Central system administration Solution reporting Service-level reporting SAP EarlyWatch Alert Service desk Best-practices documents for messaging Integration of third-party help desks Root cause analysis Safe remote access Performance measurement Logs and dumps Traces Technical configuration

Implem en t

ion at

ns ratio pe O

Core Business Processes

Change request management Following of ITIL standards Maintenance processes

Delivery of SAP Services offerings On-site/remote delivery Issue management

Figure 4: Support for the Application Life Cycle with SAP Solution Manager

ization tim Op

Upgrade of SAP solutions SAP methods and tools E-learning management Test management

17

SuPPoRt SeRvICeS

The SAP Active Global Support organization supports the implementation of Run SAP with offerings such as SAP MaxAttention support option, SAP Safeguarding services, and the SAP Enterprise Support services. The SAP Services organization provides services and project support across the Run SAP methodology implementation cycle to assist you in implementing operations and providing knowledge transfer to your support organization.

For further information about the Run SAP methodology, please visit us on the Web at www.service.sap.com/runsap.

18

50 087 931 (08/04) 2008 by SAP AG. All rights reserved. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (SAP Group) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

www.sap.com /contactsap