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Digital Commerce Transformation and Modern Customer Experience with Microsoft Azure and Billing Solutions with SAP Customer Experience

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Digital Commerce Transformation and Modern Customer Experience with Microsoft Azure and Billing Solutions with SAP Customer Experience The Microsoft Journey Digital Commerce Transformation and Modern Customer Experience with Microsoft Azure and Billing Solutions with SAP Customer Experience Matt Forrest (Principal Software Engineering Manager) & Cassandra Wong (Principal Program Manager) Nishant Vats (Technical Quality Manager) Session ID: ASUG83722 May 7 – 9, 2019 About the Speakers Matt Forrest Cassandra Wong Nishant Vats • Principal Software • Principal Program • Technical Quality Engineering Manager Manager, SAP Manager • Core Services • Core Services Engineering, Engineering, Microsoft Microsoft Agenda • Microsoft – history & background with SAP • Microsoft Online Commerce • Business Case for BRIM at Microsoft • Architecture & Process Monitoring Key Outcomes/Objectives 1. Understanding of E2E business process 2. Technical architecture leveraging BRIM on Azure 3. Understand how we’re leveraging Azure tools to get the best out of BRIM About Microsoft Over the years, major forces and innovations in our industry required Microsoft to transform Deliver Reliant & Agile Enable Modern Provide Real Time ERP Platform Experiences Processes Highly Up to Monitored Up to 17TB compressed 9M Dialog 300K Batch 300M Transaction database Steps/Day Jobs/Month steps/Month Named User SAP Surround Internal Users Non-SAPGUI (Mostly Indirect Accounts 110K 8K 96% users Strategy Access to SAP) Raw Seconds user SQL/Win 0.4 response time 99.998% Uptime Transaction Compression System growth Servers 15-30% Incident Ticket volume ever Storage 2x in past 2 years 2x ≈600 (100% virtual) 250TB Reduction 18-24 months Savings yearly High Quality Enterprise Service Offerings via SAP SAP Applications At Microsoft – Business View Shared SAP System ECC Learning & Succession Personnel Admin, Benefits, Org Mgt, Talent Mgt, Time Success Mgt, Payroll, Recruiting Factors Accounting, Controlling, Shared SAP Governance, Global Trade Business Revenue Master Data Duet for CIM Customer Treasury, Project Systems, System RMCA Risk and Screening GTS Planning & Recognition Governance DUET Finance Mgmt Financial Svcs, Real Estate, Control GRC Consolidation RAR MDG CFM Corp Finance, In-House Cash, Rev Rec, Trade, Customs Hybris BPC HANA High Volume Invoices & Sales and Distribution, Supply Chain SCM Care OER Integrated Sourcing & Receivables Materials Mgt, Logistics, Mgmt SCM Business Dir. Network Logistics Execution, Demand Planning IBP Ariba Planning, Event Mgt, Supply Network Planning Volume Licensing Bedrock, Incentives OEM Services Next Gen VL, OEM, Universal Calculation CC OER Store, Convergent Charging & Invoicing, Contract Accounting, Rating Customer Expense Sales and Distribution, Project Mgmt Mgmt Concur Finances CPM Solution Business Adobe XI/PI Manager Objects Document SOLMAN BOBJ/DS Services ADS MICROSOFT ONLINE COMMERCE Online Commerce @ Microsoft XBOX Consumer BPOS/O365 Modern Cloud Commercial Service MSN Online Intune Providers <2011 – Separate Commerce 2011 – Organizational convergence > 2016 – Platform Convergence for Systems by Line of Business with separate streams Online Commerce CTP – OCP – OCP – Modern Modern Aggregated Billing Transition OCP & CTP Commerce BRIM on Online 2001 Billing to 2008 interface to 2011 to Hybris 2012 Converge 2016 2018 Integration 2020+ S/4 HANA Commerce SD SD Billing with BRIM BUSINESS CASE FOR BRIM SAP BRIM (Billing & Revenue Innovation Management) Business Value Move A/R control to SAP BRIM • Detailed end customer transactions (purchase + payment) are sent to SAP and posted against a Contract Account representing Microsoft’s agreement with the end customer. • A/R balances are managed in SAP BRIM Move A/R clearing to SAP BRIM • Payment Processor A/R is booked when an end customer payment document is posted in SAP BRIM. • Payment Processor, sends a Payment Advice to MS accompanying the deposit. SAP BRIM processes the payment advice, reconciling against processor A/R, booking a cash clearing entry to be processed against the cash deposit. SAP BRIM is the Financial backbone for Microsoft Commerce Modern Platform ARCHITECTURE & PROCESS MONITORING Cloud First Approach Online Commerce E2E Systems View Customer Contact Master Fulfill to Chargeback Customer support to Incentives & LIFECYCLE Customer Customer Returns resolve Payouts Purchase Issue Customer Master Portals UST Billing UST Payments Commercial Invoice XBox WSfB Skype Azure Consumer Immediate Delayed Payments Returns & Chargeback EPA Billing Profile Legal Entity O365 Settle Banking UST Incentives CM Sync Connectors i Delayed CC Processor Banks Billing Payments EPA Calculation Invoice Connectors i MODERN EXPERIENCE Customer Profile Deposit Clearing Bank Statement Incentives [CR] MDG IC Settlement Def. & Rec. General Ledger Consolidations CA Creation BP Creation Billable Items Invoice Payments ECC (FI-CO, ECCS, RAR) Customer A/R MS-Sales, Forecasting & Reporting Returns & Chargebacks EPA Settlement Processes SAP BODs BRIM EHP8 Revenue Reporting ADL Process Monitoring with AI & ADL: Kusto Application Insights Azure Data Lake End End EPA Activity Customer Inbound Reconciliation Customer EPA reconciled Purchase Purchase + Bank of Cash at with Credit Payment Payment Received against end Statement Customer Bank Card sent to SAP Posted from Processor Payment Microsoft Cloud Approach ~30% From… …To Retire it, right-size, eliminate environments → Office servers → Office 365 → Portals and SPS → SharePoint Online Use or convert to a SaaS → Any relationship mgmt → CRM Online (1st or 3rd party) solution ~15% → Active Source → VSO Control & WIT → ADL + PowerBI rd Expose functionality in → Data warehouses → Best 3 -party SaaS → Industry standard existing SaaS/PaaS solution verticals Convert to Azure PaaS solution Optimize for and move ~35% ~10% ~5% to Azure IaaS VM First to move Next to move Hard or costly No change, lift ‘n Basic web apps High I/O OLTP to Move shift to IaaS → → → Advanced portals → Regulatory and → HVA Systems → Any new solutions high business impact → PKI Systems Remain → Any re-architected → Legacy source on- <5% solutions control premise Azure IT Roadmap REDUCING PLANNED DOWNTIMES 1 2 3 4 5 6 Extraction Configuration Checks Preprocessing Execution Postprocessing business downtime Shut Ramp nZDM Uptime on Original Instance Down Downtime Up Uptime Technical Downtime Major Downtime Phases ~ 9 hours TABIM_UPG : 4h 22min RUN_RUTDDLSCREATE : 59 min TABIM_POST_UPG : 1 hr 18 min XPRAS_AIMMRG : 1h 40min RUN_RSAIMMERGE_TRANSFER : 26m Technical (Other smaller phases run during downtime as downtime well) 1 hour (includes issue resolution and wait time) Ramp Ramp ZDO Uptime on Original Instance Uptime on Bridge Restart Uptime Down Up business downtime SUM Post Extraction Configuration Checks Preprocessing Execution milestones processing 46min 1h 5min 16min 20h 28min 15h 55min 1h 40min Productive UPTIME on original instance UPTIME Operation on original UPTIME on bridge Restart instance To bridge To 10min 14h 49min 1h * * (includes issue resolution and wait time) Tech Community: https://techcommunity.microsoft.com/t5/SAP-on-Microsoft/ct-p/SAPonMicrosoft Microsoft IT Showcase: https://www.microsoft.com/en-us/itshowcase SAP on Azure Page: https://www.microsoft.com/en-us/itshowcase/sap-on-azure-your-trusted-path-to- innovation-in-the-cloud Cloud Migration Lessons Learned: https://www.microsoft.com/en-us/itshowcase/lessons-learned-when-migrating- sap-to-the-cloud Open Data Initiative: https://news.microsoft.com/2018/09/24/adobe-microsoft-and-sap-announce-the- open-data-initiative-to-empower-a-new-generation-of-customer-experiences/ Take the Session Survey. We want to hear from you! Be sure to complete the session evaluation on the SAPPHIRE NOW and ASUG Annual Conference mobile app. Presentation Materials Access the slides from 2019 ASUG Annual Conference here: http://info.asug.com/2019-ac-slides Q&A For questions after this session, contact us at [email protected] and [email protected] Let’s Be Social. Stay connected. Share your SAP experiences anytime, anywhere. Join the ASUG conversation on social media: @ASUG365 #ASUG.
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