SAP+basis.doc

SAP Basis 应该做什么

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SAP Basis 应该做什么
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V1.0
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公开文档
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2009年07月20日
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2009-07-20

V1.0.1
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  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 Support
A member of the Help Desk, providing the initial point of contact for the business
department for all issues requiring the attention of the Solution Support
Organization
Tasks:
Managing the entire message life- cycle:
Receiving messages
Recording
Initial assessment
Search in internal solution database
Search for SAP Notes
Resolution
Referring messages
Tracking progress
Confirmation and closure
Keeping customer informed through out
Skills:
Very good communication and inter-personal skills, especially when
communicating directly with the End User.
Thorough knowledge of local and country-specific requirements as well as
the ability to explain these, if necessary, to the Support Organization that will be
dealing with the problem message
High degree of adaptability (if a problem is escalated, for example).
Ability to maintain a good relationship with the business department and to
understand the business impact; ability to communicate all relevant information to
the appropriate contact in the Support Organization
Basic knowledge of the products the users are using (First Level support
staff need to know which questions to ask when entering or supplementing a problem
message). It can, for example, be useful to have:
Basic desktop skills
Knowledge of mySAP.com in overview
General understanding of networking concept
Basic IT aptitude and "first- level" knowledge of the product(s) or
applications being supported, where possible
Knowledge of the company business terminology
Take appropriate training on an ongoing basis to build on existing skills
and keep constantly up-to-date with advancements in products and tools
Ability to speak a second language, if appropriate to the business
Ability to use internal communications tools (e-mail, for example)
4.2 SAP Basis Administrator - System Administrator
In 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 operation
of an SAP centric solution. Nevertheless, he/she will also be a team member in
implementation projects to support the Technology expert and to ensure a smooth
transition from implementation to production. The tasks of a Technology Expert are
very similar, but with a different focus.
Tasks:
Setup of the technical infrastructure
Installation and configuration (HW and SW)
HW capacity planning
Implementation and testing of Backup and recovery concept
Implementation and testing of High Availability solutions
Implementation and testing of Network configuration
Implementation and testing of Network, Database and OS configuration
Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,
fax, scanner, etc.)
Technical customizing for SAP solutions
Technical customizing and support of interfaces
Maintenance of technical system information in service tools (e.g. SAPNet
R/3 Frontend)
Operation and Administration
System Management
Performance Management
Change Management
Verification and implementation of recommendations in service reports
Providing remote access for SAP
Skills:
Knowledge of the technical infrastructure
Knowledge of installation and configuration (HW and SW)
Knowledge of HW capacity planning
Knowledge of Backup and recovery
Knowledge of High Availability solutions
Knowledge of Network configuration
Knowledge of Network, Database and OS configuration
Knowledge of SAP Basis, Middleware (bc, mqseries), Output devices
(printer, fax, scanner, etc.)
Detailed knowledge of solution operation and administration
Detailed knowledge of system management
Detailed knowledge of performance management
Knowledge of Change Management
Knowledge of internal support and escalation procedures
Knowledge of SAP’s support and escalation procedures
4.3 SAP Basis Consultant - Technology Expert
A Technology Expert is responsible for the conception, planning, setup, and
technical support of SAP centric solutions as well as for their interfaces according
to business and technical needs.
Definition, planning and implementation of system operations
Backup and recovery concept
Solution Monitoring
High Availability solutions
Security
Interface technology / Technical customizing and support of interfaces
Frontend rollout (e.g. mobile clients)
Network, Database and OS configuration
Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,
fax, scanner, etc.) / Technical customizing for SAP solutions
Development and maintenance of system documentation
Development and implementation of a change management concept
Involvement in application testing (new support packages, releases,
functionality and customizing)
Coordination of testing regarding technical tools (e.g. ABAP Workbench,
CCMS)
Performance Management
Monitor system performance
Identify major performance bottlenecks in the system
Identify the impact of administration tasks on core business scenarios
Performance measurement and optimization
Change Management
Upgrades
Support Packages
SAPNet Notes
Kernel Patches
Modifications
Second Level Technical Support (to be coordinated with the role of System
Administrator)
Ownership of technical messages
Root cause analysis (Debugging, Tracing...)
Search for SAPNet Notes
Search in solution database
Provide problem solutions
Maintenance of solution database
Communication with SAP
Testing of implemented SAPNet Notes
Providing remote access for SAP
Requesting and verification of remote consulting
4.4 SAP Basis Operation Manager - Application/Process Expert
A member of the Solution Support Team responsible for providing expertise
appropriate to his/her application/process specialization to support the daily
operation and effective performance of the business solution.
Tasks:
Operational support tasks
Coordination and conduct of application testing (new support packages,
releases, functionality and customizing) in close co- operation with the technology
team
Design, specification, test and implementation of business process changes
Evaluation, test, implementation and verification of change requests
Maintain appropriate documentation (in close co- operation with the
technology team)
Verification and implementation of recommendations in service reports
together with technology team
Monitoring, Analyzing, tuning and optimizing the business processes and
interfaces in close co-operation with the technology team
Second level application support activities including:
Investigation and resolution of incidents and problems using all available
local and 3rd party information sources.
Search in internal solution database
Search for SAP Notes
Test implemented SAPNet Notes
Communicate with SAP
Request and monitor remote access by SAP
Provide and confirm problem solution
Root cause analysis (Debugging, Tracing...)
Maintenance of solution database
Identification the need for external consulting
Redesign and implementation of business processes as part of software
change management process adherence to standards and templates

Project support tasks
Design and realization of business processes
Definition and roll out of standards and templates
Skills:
Detailed functional knowledge of business process (application) management
and business process (application) monitoring
Detailed knowledge of application testing, test procedures and test
scenarios (new support packages, releases, functionalities and customizing)
Detailed knowledge of internal support and message handling procedures
including message escalation
Knowledge of SAP’s support and escalation procedures
Knowledge of project and or project manager work experience
Knowledge of designing and implementing business processes
Knowledge of defining and rolling out standards and templates
Knowledge of and competence in the use of SAP Solution Manager
Familiar with business process change management including implementation,
testing and verification of change requests
4.5 SAP Basis Infrastructure Manager – SAP Basis Architect
He/she typically reports directly to CIO and is usually seen as a trusted advisor in
aligning business needs with IT services. His/her management tasks consist of:
Strategy and Service Level Management
Business Process Management
Technology Management
Software Change Management
Support Desk Management
Tasks:
Overall management of the support organization
Overall definition and implementation of the support organization
strategy, structure and procedures.
Overall definition and implementation of a solution management concept
Coordination of the different parts of the support organization
Owner of support organization management meetings.
Planning
Budgeting
Overall Reporting
Personnel requirement planning
Personnel resource planning and allocation
Personnel recruitment
Personnel development
Personnel administration
Controlling / reporting
Quality management (incl. solution operation manual, escalation
management)
Performance controlling
Decision making
In addition to these tasks, there are essential role- independent deliverables that
must be ensured by the Support Organization Manager:
Info management
Knowledge management
Contract management
Management of end user satisfaction
Internal marketing
Service planning
Ordering of services
Quality assurance (w/r/t Standards, Templates, Transition to Support
Process, etc.)
Escalations to SAP in liaison with the responsible business process owner
Skills:
Generic management skills
Holistic view
IT Management
Knowledge in the business of the different support organization units
Knowledge of SAP’s support strategies, structure and processes
Detailed knowledge of escalation processes
Knowledge of Cost Models / Cost Allocation models
Familiarity with cost accounting
5 工作/维护
5.1 周期性维护工作
5.1.1 Schedule Daily Tasks
5.1.2 Schedule Tasks Weekly
5.1.3 Schedule Monthly Tasks
5.1.4 Schedule Quarterly Tasks
5.1.5 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 Administrator
SAP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 Administrator
SAP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 Administrator
SAP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 Administration
1、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 Administration
1、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 Administration
1、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

    Vss与Svn 的对比
1. 支持重命名，这对 Java 开发来说非常重要。

为了得到更好的代码，开发中需要经常进行重构，重构就经常涉及到文件的重构名，而重命名中 VSS 中是不被支持的。

2. 开发的时候不一定要锁定。

一方面导致重构不方便，另一方面，不能离线开发，使用 SVN 就不同，可以带回家继续开发，回来后，提交就行了。

3. 多平台。
可以支持多个平台下的操作
4. 更好的客户端支持。
Eclipse 中的 VSS Plugin 不如它的 SVN Plugin 好用。一个在 Windows 下用的 SVN 客户端 TortoiseSVN 也比 VSS 的客户端好用（VSS 只有微软提供的一个 GUI 客户端）。

5. 更好地与外围工具集成。

各种各样的外围工具（主要是服务器端），满足多种需要。如果有需要，也可以自己写插件或管理脚本，开放的架构，允许我们这样做。

6. 方便。

一个例子：部署应用的时候，以前的做法是找出一个项目中修改过的文件，更新到服务器上去，现在可以在服务器上执行 svn export 命令，把代码库中的最新版本导出，完成部署（也可以替换回老版本）。

7. 速度与稳定性看起来都不错。
学习它的管理、它的工作方式，是值得的。而 VSS 是一个已经被逐渐抛弃的软件。如果时间不是多得没处用，那么就把时间花在最值得花的东西上面。
==============================
有比较好的思想,请跟上`呵呵

     cvs与svn的比较

公司最近有个新项目，做一个基础业务平台，开发人员从c#全都转到java，所以版本控制相应的工具也要变动一开始 质量部经理提议用cvs 我都部署得好好的了 到项目开始工作了组长又私自改成用svn 而且自己把环境搭了起来 公司知道后要我马上学svn 然后比较下两者哪个比较好 时间很紧svn从这个星期一才开始用只能靠看点资料 自己拿tsvn弄弄 晚上加班总结了几点拿上来给大家评评~看有哪里说错了的 回头我再去实验 因为是刚用可能错误理解比较多 希望大家不吝赐教小妹多谢先
1 对重命名、删除文件的支持
   cvs：不支持本地文件重命名提交
           删除分remove和erase两种前者把本地和库中文件都删除 后者只是删除本地文件
           不能删除