Crm7 1 Sizing
Content
Sizing Guideline
SAP CRM, Version 7.1
Performance and Scalability
Document Version 1.3, January 2013
Customer
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
2
SAP CRM 7.0 – Solution Map
What is included in SAP CRM 7.0?
© 2013 SAP AG. All rights reserved.
Customer
3
What‘s new in CRM 7.0?
• Improving Sales
Performance
• UI Framework
Enhancements
• Architecture
Improvements
Lead-toCash
• ERP Order
embedded
in CRM
Service
Sales
E-Marketing
Fulfillment
Incident
• Service
Excellence
• Consumer
Marketing
Lead
Case
Staff & Units
Operations Documents &
Forms
Suspects
Record
Relations
Locations
• Industry
Highlights
Objects
• Enterprise
Services
More information regarding new funcionalities: www.service.sap.com/crm
© 2013 SAP AG. All rights reserved.
Customer
4
CRM Core with/without Java Components
SAP CRM 7.0 can be installed in two variations
• SAP CRM Core with CRM Java Components
• SAP CRM Core without CRM Java Components, because some business
scenarios run with CRM Application Server ABAP only.
For more information, see also www.service.sap.com/instguides.
© 2013 SAP AG. All rights reserved.
Customer
5
SAP CRM Overview
In customer landscapes the CRM system typically interacts with other
SAP products. Each of those SAP products needs to be sized separately
according to its sizing guidelines www.service.sap.com/sizing.
© 2013 SAP AG. All rights reserved.
Customer
6
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
7
SAP CRM – Available Sizing Guidelines
Note! For the CRM on-demand solution (SAP’s hosted version of CRM) a
separate purely based on user numbers Sizing Questionnaire is available
Component Name
CRM Release
Link
CRM Master Data
7.0
Quick Sizer
CRM Sales
7.0
Quick Sizer
CRM Service
7.0
Quick Sizer
CRM E-Commerce
7.0
Quick Sizer
CRM Interaction Center
7.0
Quick Sizer
CRM Mobile
7.0
Quick Sizer
CRM Loyalty Management
7.0
Quick Sizer
CRM Campaign Execution
7.0
Quick Sizer
CRM Groupware Integration
7.0
Service Market Place
CRM Billing
7.0
Service Market Place
CRM Funds Determination
6.0
Service Market Place
CRM Intellectual Property Management
6.0
Service Market Place
CRM Trade Promotion Management
6.0
Service Market Place
© 2013 SAP AG. All rights reserved.
Customer
8
SAP CRM - Sizing Not Available/Not Relevant
Sizing information for functionalities listed below is currently not
available with SAP CRM 7.0:
B2C Marketing
CRM Interactive Reporting (OLTP Reporting)
Claims Management
Product Configuration
CRM Segmentation
Some CRM scenarios are not relevant for sizing
Account and Contact Management in Sales : only small overhead on CRM / usually not
relevant
Incentive and Commission Management in CRM: runs within the ICM engine of ECC,
transferring CRM documents and BW data to ICM/ECC. Requires CRM Server ABAP, ECC,
BW. Only small overhead on CRM / usually not relevant
Sales Planning: mainly BI activity, only small overhead on CRM
© 2013 SAP AG. All rights reserved.
Customer
9
Additional/Related Guidelines
Component Name
Link
Internet Pricing & Configuration (IPC)
Service Market Place
TREX
Quick Sizer -> SAP Business Solutions -> SAP
NetWeaver -> NetWeaver Standalone Engines
Enterprise search (based on TREX)
Service Market Place
Printing
Quick Sizer -> SAP Business Solutions -> SAP
NetWeaver Application Server
BC-PRINT
Adobe Document Services (ADS)
Service Market Place
Other SAP solutions, like ERP, BI, SCM, EP, XI,
etc., with separate sizing results
Quick Sizer, sizing elements like ERP-> Materials
Movement (MM-IM), ERP ->Shipping (LE-SHP),
etc.
© 2013 SAP AG. All rights reserved.
Customer
10
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
11
General Rules for Sizing SAP CRM
Users working in different areas (for example CRM-ACT and CRM-SRV)
•
•
Assign to the more resource expensive sizing element
CRM-ACT
CRM-OPP
CRM-SLS
CRM-SRV (resource consumption grows from left
to right)
Users working in an Interaction Center
•
•
•
Calculate such user as IC-USERS - top level navigation steps to the targeted functionality
are considered for IC-User
Calculate the same user additionally in one of the application areas he/she works most: the
same user appears twice in the QS, but make sure that the top navigations of IC-USER do
not overlap with the application area navigations, as this would be significant over-sizing.
Usually customers believe to have only “highly active” (10 seconds think time) IC users, but
the majority of the IC users are “medium active” (30 seconds think time). Take care not to
oversize.
Treat other types of incoming customer contacts (e.g: emails) like calls
•
Not valid for mass creation of outgoing emails (campaigns); separate sizing guideline for
Campaign Management
© 2013 SAP AG. All rights reserved.
Customer
12
General Rules for Sizing SAP CRM
Data exchange with fulfillment systems
•
•
•
•
Only writing into queues is contained in the Quick Sizer figures
Additional overhead depending on the type of connection/transfer
Typically in SAP environments add 10% extra load of those business objects which are
exchanged (most important CRM sales orders, but not ERP sales order as they are
created in the ECC system)
Consider updates of those business objects in CRM, for example sales order is set to
“finally delivered” or “billed” in ERP system and the update is sent to CRM (fill in %changes
column)
Do not forget to fill %changes and %displays
•
•
•
In some businesses change and display activities are part of the business, especially in the
service industry
When working with different support levels: Messages are created by one person of the
first level, viewed and changed by another person of the second support level
Follow-up activities are frequently displayed and changed
© 2013 SAP AG. All rights reserved.
Customer
13
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
14
Upgrade Sizing for SAP CRM
Upgrade sizing of CRM depends on the upgrade path
•
•
Major changes in UI technology and business process flows between SAP CRM 5.0 and
SAP CRM 5.2
Significant adaptations to advanced HANA features in SAP CRM 7.1.2
Upgrade Path
SAP CRM 5.0
Recommendation to Upgrade Sizing
SAP CRM 5.2+
SAP CRM 5.2+
SAP CRM 6.x, SAP
CRM 7.x (non-HANA)
SAP CRM 5.2+
HANA
SAP CRM 7.1.2 on
© 2013 SAP AG. All rights reserved.
Expert Sizing only. Comparison in Quick Sizer is not
relevant.
•
Old sizing is valid for the already used functionality
•
New functionality should be sized on top, using Quick
Sizer
SAP Business Solutions
SAP Business Suite
SAP CRM
•
If budget of customer allows exchange of CPU models,
SAP recommends to switch to CPUs with excellent single
thread performance (OSS note: 1501701)
Expert Sizing only
Customer
15
© 2013 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.
The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
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.
SAP 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 other countries.
Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.
© 2013 SAP AG. All rights reserved.
Customer
16
© 2013 SAP AG. Alle Rechte vorbehalten.
Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die
ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige
Ankündigung geändert werden.
Einige der von der SAP AG und ihren Distributoren vermarkteten Softwareprodukte enthalten proprietäre Softwarekomponenten anderer
Softwareanbieter.
Produkte können länderspezifische Unterschiede aufweisen.
Die vorliegenden Unterlagen werden von der SAP AG und ihren Konzernunternehmen („SAP-Konzern“) bereitgestellt und dienen ausschließlich zu
Informationszwecken. Der SAP-Konzern übernimmt keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation.
Der SAP-Konzern steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und
Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren.
SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder
eingetragene Marken der SAP AG in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zum
Markenrecht finden Sie unter http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark.
© 2013 SAP AG. All rights reserved.
Customer
17
SAP CRM, Version 7.1
Performance and Scalability
Document Version 1.3, January 2013
Customer
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
2
SAP CRM 7.0 – Solution Map
What is included in SAP CRM 7.0?
© 2013 SAP AG. All rights reserved.
Customer
3
What‘s new in CRM 7.0?
• Improving Sales
Performance
• UI Framework
Enhancements
• Architecture
Improvements
Lead-toCash
• ERP Order
embedded
in CRM
Service
Sales
E-Marketing
Fulfillment
Incident
• Service
Excellence
• Consumer
Marketing
Lead
Case
Staff & Units
Operations Documents &
Forms
Suspects
Record
Relations
Locations
• Industry
Highlights
Objects
• Enterprise
Services
More information regarding new funcionalities: www.service.sap.com/crm
© 2013 SAP AG. All rights reserved.
Customer
4
CRM Core with/without Java Components
SAP CRM 7.0 can be installed in two variations
• SAP CRM Core with CRM Java Components
• SAP CRM Core without CRM Java Components, because some business
scenarios run with CRM Application Server ABAP only.
For more information, see also www.service.sap.com/instguides.
© 2013 SAP AG. All rights reserved.
Customer
5
SAP CRM Overview
In customer landscapes the CRM system typically interacts with other
SAP products. Each of those SAP products needs to be sized separately
according to its sizing guidelines www.service.sap.com/sizing.
© 2013 SAP AG. All rights reserved.
Customer
6
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
7
SAP CRM – Available Sizing Guidelines
Note! For the CRM on-demand solution (SAP’s hosted version of CRM) a
separate purely based on user numbers Sizing Questionnaire is available
Component Name
CRM Release
Link
CRM Master Data
7.0
Quick Sizer
CRM Sales
7.0
Quick Sizer
CRM Service
7.0
Quick Sizer
CRM E-Commerce
7.0
Quick Sizer
CRM Interaction Center
7.0
Quick Sizer
CRM Mobile
7.0
Quick Sizer
CRM Loyalty Management
7.0
Quick Sizer
CRM Campaign Execution
7.0
Quick Sizer
CRM Groupware Integration
7.0
Service Market Place
CRM Billing
7.0
Service Market Place
CRM Funds Determination
6.0
Service Market Place
CRM Intellectual Property Management
6.0
Service Market Place
CRM Trade Promotion Management
6.0
Service Market Place
© 2013 SAP AG. All rights reserved.
Customer
8
SAP CRM - Sizing Not Available/Not Relevant
Sizing information for functionalities listed below is currently not
available with SAP CRM 7.0:
B2C Marketing
CRM Interactive Reporting (OLTP Reporting)
Claims Management
Product Configuration
CRM Segmentation
Some CRM scenarios are not relevant for sizing
Account and Contact Management in Sales : only small overhead on CRM / usually not
relevant
Incentive and Commission Management in CRM: runs within the ICM engine of ECC,
transferring CRM documents and BW data to ICM/ECC. Requires CRM Server ABAP, ECC,
BW. Only small overhead on CRM / usually not relevant
Sales Planning: mainly BI activity, only small overhead on CRM
© 2013 SAP AG. All rights reserved.
Customer
9
Additional/Related Guidelines
Component Name
Link
Internet Pricing & Configuration (IPC)
Service Market Place
TREX
Quick Sizer -> SAP Business Solutions -> SAP
NetWeaver -> NetWeaver Standalone Engines
Enterprise search (based on TREX)
Service Market Place
Printing
Quick Sizer -> SAP Business Solutions -> SAP
NetWeaver Application Server
BC-PRINT
Adobe Document Services (ADS)
Service Market Place
Other SAP solutions, like ERP, BI, SCM, EP, XI,
etc., with separate sizing results
Quick Sizer, sizing elements like ERP-> Materials
Movement (MM-IM), ERP ->Shipping (LE-SHP),
etc.
© 2013 SAP AG. All rights reserved.
Customer
10
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
11
General Rules for Sizing SAP CRM
Users working in different areas (for example CRM-ACT and CRM-SRV)
•
•
Assign to the more resource expensive sizing element
CRM-ACT
CRM-OPP
CRM-SLS
CRM-SRV (resource consumption grows from left
to right)
Users working in an Interaction Center
•
•
•
Calculate such user as IC-USERS - top level navigation steps to the targeted functionality
are considered for IC-User
Calculate the same user additionally in one of the application areas he/she works most: the
same user appears twice in the QS, but make sure that the top navigations of IC-USER do
not overlap with the application area navigations, as this would be significant over-sizing.
Usually customers believe to have only “highly active” (10 seconds think time) IC users, but
the majority of the IC users are “medium active” (30 seconds think time). Take care not to
oversize.
Treat other types of incoming customer contacts (e.g: emails) like calls
•
Not valid for mass creation of outgoing emails (campaigns); separate sizing guideline for
Campaign Management
© 2013 SAP AG. All rights reserved.
Customer
12
General Rules for Sizing SAP CRM
Data exchange with fulfillment systems
•
•
•
•
Only writing into queues is contained in the Quick Sizer figures
Additional overhead depending on the type of connection/transfer
Typically in SAP environments add 10% extra load of those business objects which are
exchanged (most important CRM sales orders, but not ERP sales order as they are
created in the ECC system)
Consider updates of those business objects in CRM, for example sales order is set to
“finally delivered” or “billed” in ERP system and the update is sent to CRM (fill in %changes
column)
Do not forget to fill %changes and %displays
•
•
•
In some businesses change and display activities are part of the business, especially in the
service industry
When working with different support levels: Messages are created by one person of the
first level, viewed and changed by another person of the second support level
Follow-up activities are frequently displayed and changed
© 2013 SAP AG. All rights reserved.
Customer
13
Agenda
Overview of SAP CRM
Sizing SAP CRM Capabilities
General Sizing Rules
Upgrade Sizing
© 2013 SAP AG. All rights reserved.
Customer
14
Upgrade Sizing for SAP CRM
Upgrade sizing of CRM depends on the upgrade path
•
•
Major changes in UI technology and business process flows between SAP CRM 5.0 and
SAP CRM 5.2
Significant adaptations to advanced HANA features in SAP CRM 7.1.2
Upgrade Path
SAP CRM 5.0
Recommendation to Upgrade Sizing
SAP CRM 5.2+
SAP CRM 5.2+
SAP CRM 6.x, SAP
CRM 7.x (non-HANA)
SAP CRM 5.2+
HANA
SAP CRM 7.1.2 on
© 2013 SAP AG. All rights reserved.
Expert Sizing only. Comparison in Quick Sizer is not
relevant.
•
Old sizing is valid for the already used functionality
•
New functionality should be sized on top, using Quick
Sizer
SAP Business Solutions
SAP Business Suite
SAP CRM
•
If budget of customer allows exchange of CPU models,
SAP recommends to switch to CPUs with excellent single
thread performance (OSS note: 1501701)
Expert Sizing only
Customer
15
© 2013 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.
The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
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.
SAP 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 other countries.
Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.
© 2013 SAP AG. All rights reserved.
Customer
16
© 2013 SAP AG. Alle Rechte vorbehalten.
Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die
ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige
Ankündigung geändert werden.
Einige der von der SAP AG und ihren Distributoren vermarkteten Softwareprodukte enthalten proprietäre Softwarekomponenten anderer
Softwareanbieter.
Produkte können länderspezifische Unterschiede aufweisen.
Die vorliegenden Unterlagen werden von der SAP AG und ihren Konzernunternehmen („SAP-Konzern“) bereitgestellt und dienen ausschließlich zu
Informationszwecken. Der SAP-Konzern übernimmt keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation.
Der SAP-Konzern steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und
Dienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren.
SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken oder
eingetragene Marken der SAP AG in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zum
Markenrecht finden Sie unter http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark.
© 2013 SAP AG. All rights reserved.
Customer
17
