Using Analytics to Speed Time to Implementation

Gibs Saint Paul, Manager Enterprise Application Solutions- Salt River Project
Erik Figueredo, Managing Director, Global Sales Operations- Knoa Software
April 2019
Agenda

• User Experience Management Overview

• UEM Use Cases Review

• SRP Customer Story with Gibs Saint Paul

• Q&A

Using Analytics to Speed Time to Implementation 2

SAP User Experience Management by Knoa

Think Differently!
About Technology. About your People.
About Learning and Adoption.
SAP User Experience Management by Knoa

Using Analytics to Speed Time to Implementation 4

 SAP UEM by Knoa – User Analytics for the SAP Landscape

S/4HANA Migrations Migrations to Cloud/Mobile Hypercare and ongoing support

SOLUTIONS

Reduce cost and maximize ROI of Ensure successful transition to cloud and Proactively monitor user performance to identify
migration projects. Quantify the mobile applications by measuring process and application improvement
improvements in user adoption adoption and user experience KPIs opportunities, deliver targeted training, and
and experience. optimize business process execution

Increase Improve Maximize adoption of Improve training Accelerate Reduce

workforce application and new business success and return-on- costs
productivity process design applications efficiency investment
VALUE

for IT help desk and

by gaining visibility into by focusing on issues by measuring user by delivering targeted of your enterprise
IT support by
where users struggle with with true impact on engagement and training and software
providing just-in-
the application or process user productivity identifying adoption gaps measuring its impact investments
time support

User Adoption User Experience User Performance User Workflows

ANALYTICS

Active and idle time System performance and Measure every user’s ability to Step by step, complete user
measured on every SAP application quality reflecting execute business transactions journey through a business
screen, for every SAP user, the true user impact without errors or deviations process
across any SAP application

On-Premises Cloud Edition

ACQUIRE

Implementation by Knoa Certified Partners Hosted and Managed by Knoa

Objective User Reports for the SAP Landscape

What?

Who?

Which
application
users are
impacted? What are usage
and performance
trends over time?
Understand business process execution for all users

When?

How?
3:38:40 PM

Tried to find
GL Account

Why?

Posting
cannot occur
SAP UEM by Knoa Knoa Use Cases
1. Measure process adoption
1. Perform pre-migration assessment 2. Identify business process improvement opportunities
2. Set testing targets 3. Measure the impact of IT landscape changes on
3. Decrease resolution time during hypercare business processes
S/4HANA 4. Identify superusers Business Process
4. Identify top and bottom performers
Migration Projects 5. Validate performance improvements Optimization 5. Verify user compliance with best practices for process
6. Measure adoption of new applications execution
6. Identify incomplete master data setup

1. Perform learning needs assessment

1. Prioritize application support initiatives 2. Provide targeted end-user training
2. Measure the impact of application support initiatives 3. Measure the effectiveness of training
3. Determine what to test 4. Audit usage of training environments
Application
4. Validate and document test coverage End-user Training 5. Prioritize new training content development
Development and 5. Determine who will be impacted by application changes 6. Identify when users trigger errors to guide them
Support 6. Sunset customizations through a process
7. Monitor performance issues during hypercare 7. Verify proper utilization of the application
8. Replicate issues encountered by production users 8. Identify your superusers

1. UX Design
1. Proactively monitor issues experienced by production
2. Audit and Compliance
users
Support Desk 2. Validate issues reported to the Support Desk
Miscellaneous 3. License Optimization
4. Capacity Planning
3. Assess the true impact of reported issues
5. Six Sigma initiatives – Continuous Improvement
4. Replicate issues encountered by production users
 4. Decrease resolution time during
Hypercare
Valuable Analytics to Support ❑ Provide proactive support during the Hypercare
SAP S/4HANA Migration window for issues that are detected in Production
❑ Assess the true impact of issues by observing
patterns across all users, to be able to prioritize
those with the largest business impact
3. Detect issues in pre-Production
❑ Monitor performance in UAT and QA environments, to 5. Identify superusers
proactively detect any issues before they creep into
Production ❑ Identify superusers based on their actual utilization
❑ Detect the introduction or elimination of issues in pre- patterns and proficiency with the application, to be
production, to ensure a smooth Production rollout able to leverage their expertise in setting best
practices for the larger user community.

2. Set testing targets

❑ Focus your testing efforts for the new system
S/4HANA 6. Validate performance improvements
only on functionality with the highest utilization Migration ❑ Measure performance before and after moving to
❑ Throughout the implementation project, ensure HANA-based applications, and measure the
that critical transactions are adequately tested Projects precise improvements of system performance
across all SAP transactions

1. Pre-migration assessment
❑ Set targets for migration to S/4HANA and Fiori-
based applications, based on current utilization 7. Measure adoption of new applications
patterns, performance and user experience
❑ Measure how well the new Fiori applications are
❑ Reduce the migration scope by eliminating adopted, without having to wait for user feedback
customizations that are no longer utilized
❑ Get visibility into adoption gaps, reflecting residual
usage of legacy systems
Using Analytics to Speed Time to Implementation
 Introducing Salt River Project (SRP)
• One of the nation’s largest public power utilities
• Provide electricity to roughly 1 million customers
in a 2,900-square-mile service area
• Integrated utility that provides:
• Generation, transmission and distribution
• Metering and billing services
• SRP’s water business is one of the largest raw-
water suppliers in Arizona.
• Delivering about 800,000 acre-feet of water
annually to a 375-square-mile service area

Using Analytics to Speed Time to Implementation 11

SRP System Landscape – Before HANA 2.0 Migration

Using Analytics to Speed Time to Implementation 12

SAP UEM by Knoa Setup at SRP

Knoa Agent Versions

• Citrix_P34
• Desktop_P34
• Universal Monitoring_7.2.34
What are we Tracking?
• ECC Usage
• SAP Portal
• SAP Webgui
• SAP Fiori
What Attributions do we use to Analyze Usage?
• LDAP for User Attribution (department, manager, building)
• Screen Groups (defined by transaction codes that represent a business process)
• End User Groups (defined by departments)
• Module Type (custom vs. standard transaction codes)
• Application Definitions (conversion of technical application names to business friendly names )

Using Analytics to Speed Time to Implementation 13

Original Use Cases Leveraging SAP UEM by KNOA

Identify transactions with:

• Highest error rates
• Screen interactions
• Multiple t-codes needed to find your answer
• Highest level of user activity

Use cases around searching and

reporting transaction codes in ECC
• WBS/IO Search
• Material Search
• Vendor Search

Identify and analyze user impact

Using Analytics to Speed Time to Implementation 14

Original Use Cases Leveraging SAP UEM by KNOA

Using Analytics to Speed Time to Implementation 15

SRP SAP HANA and S/4 HANA Roadmap

Using Analytics to Speed Time to Implementation 16

SAP HANA 2.0 Project Scope

Using Analytics to Speed Time to Implementation 17

SRP System Landscape – HANA 2.0 Go Live March 2018

Using Analytics to Speed Time to Implementation 18

Key Project Considerations/Questions

Because this was a major enhancement, how do you determine what to test?

How can you monitor possible issues as you build Dev, Test and QA environments?

When issues occur, how can you assess the magnitude and who and what processes are
impacted?

How can we monitor user experience during hypercare and quickly assess issues when they
occur?

How do you measure performance and find optimization opportunities?

Using Analytics to Speed Time to Implementation 19

SAP UEM by Knoa Analytics Reports
• Enhance dashboards by
organization attributes.
Examples:
• Department
• Org Code
• Manager
• Module
• Building
• Extensive drilldown and
filtering options providing
near real-time value.
• Quick analysis
dashboards to quickly
analyze issues, not just
reporting.

Using Analytics to Speed Time to Implementation 20

Determining What to Test?
• Reviewed the top
100 used
transactions codes
• Reviewed the
number of users
impacted
• Information was
used to evaluate
transaction codes in
EHP 8/HANA2.0:
• Screens
changes
• Changes in
reporting output
• New
functionality
Using Analytics to Speed Time to Implementation 21
Monitor HANA Environments throughout the Build Phases
• Identify types and # of
errors in each environment

• Identify new error

messages post Hana

• Search on specific phrases

of error messages to see if
errors cross applications

• Filtered date ranges of

error profile based on
project testing phases

Using Analytics to Speed Time to Implementation 22

Monitor HANA Environments throughout the Build Phases
• “Flavorlist” issue
identified lower HANA
tiers

• We checked if this issue

occurred in the pre-hana
environment

• Fix was identified which

would require updated
GUI

• Issue was monitored

daily using error timeline
dashboard
Using Analytics to Speed Time to Implementation 23
Monitor HANA Environments throughout the Build Phases
• Utilize workflow to identify
sequence of commands that
caused user errors to identify:
• A consistent pattern
causing the error
• A common transaction
code the error occurs
• The software version
involved

• Analysis provides Ability to

quickly replicate the issue
without user intervention

• Self-service capabilities are

significantly increased by using
analytics information
Using Analytics to Speed Time to Implementation 24
Monitor HANA Environments throughout the Build Phases

• Identified an issue that

occurred only in the migrated
environment and it related to
GUI version.

• Needed to know the impacts

of specific users and
computers that had an older
version of the GUI

Using Analytics to Speed Time to Implementation 25

Monitor HANA Environments throughout the Build Phases
• Ability to identify OS version
on PCs provides additional
information when debugging
issues

Using Analytics to Speed Time to Implementation 26

Assess Magnitude of Issues and what Processes are Impacted
• Post Go Live issue where a
specific tcode “KOK3” was
using all the CPUs on the
HANA database:
• Impacted all users with a
slow and non- responsive
ECC system
• SAP standard t-code,
concerned with magnitude

• Utilized Knoa report to

quickly:
• Identify the departments
using the t-code
• Usage across the
organization
• Usage during the monthly
closing process
Using Analytics to Speed Time to Implementation 27
Monitor User Experience During Hypercare
• Leveraged this dashboard to
understand usage, errors and
response times by
departments and top users
during hyper-care

• This level of information was

never available before Knoa
implementation

• From a solution perspective,

the ability to have true insight
of how users are interacting
with SAP is invaluable

Using Analytics to Speed Time to Implementation 28

Performance and Identifying Optimizations - Overall

• Monitor overall performance of your

implementation project

Using Analytics to Speed Time to Implementation 29

Performance and Identifying Optimizations – By Organization

• Enhanced this report by adding an

organizational hierarchy filter

• Provides a high level gauge of system

performance by organization

Using Analytics to Speed Time to Implementation 30

Performance and Identifying Optimizations – ECC Reporting

• Filtered the dashboard by ECC reports

that provide:
• Insight into the most common used
ECC reports
• Valuable information to understand
why these reports are used

Using Analytics to Speed Time to Implementation 31

Performance and Identifying Optimizations – Custom Tcode

• Filtering on custom t-codes provides the

usage information and number of
occurrences used

• Custom t-codes provides first set of

optimization opportunities

Using Analytics to Speed Time to Implementation 32

The Value of Analytics when Implementing Software Projects
Testing
• Knoa analytics provides an additional level of confidence in the system
during implementation projects
• Use analytics to as a tool to enhance the testing strategy

Self Service
• Functional Support teams can assess issues difficult to identify without
the help of basis or calling users to re-create their steps

Analytics
• Target implementation impacts
• Pinpoint Support and Enhancement activities

Using Analytics to Speed Time to Implementation 33

UX Session at SAPPHIRE NOW 2019

For more Knoa Customer sessions at Sapphire Now + ASUG

Conference, visit www.Knoa.com

Using Analytics to Speed Time to Implementation 34

Questions?

Gibs Saint Paul

Email: [email protected]
Manager Enterprise Application Solutions, Salt River Project

Erik Figueredo
Email: [email protected]
Managing Director, Global Sales Operations

Using Analytics to Speed Time to Implementation 35