1. Toronto District School Board SAP Support Model
Sandy Peer, HRIS Manager
Rolph Poorter, IT Manager

2. Agenda Introduction SAP Implementation SAP Support Model
Initiatives and Challenges
Q&A

3. Who is the Toronto District School Board?
Largest publicly-funded school board in Canada
Fourth largest in North America
Approximately 600 schools serving more than 250,000 students each year
Our Continuing Education department supports student achievement and lifelong learning with delivery to approximately 197,000 students
Approximately 33,000 permanent staff and 8,000 part-time staff
A unionized environment with 10 collective agreements and 3 Associations each with terms and conditions

4. TDSB: An Incredibly Diverse Community
Our student body speaks 80+ languages
English is spoken at home by approximately 53% of TDSB students
Approximately 26% of our students were born outside of Canada
About 17% of our students receive some Special Education support

5. TDSB Student Achievements
Over 40% of our graduates annually rank as Ontario Scholars
Approximately 90% of our graduates apply for university or college admission
Approximately 75% of all students entering Grade 9 graduate with an Ontario Secondary School Diploma (OSSD) within five years

6. Academic Administrative TDSB 22 publicly elected Trustees
TDSB consists of two main operational areas that fall under the Director of Education:
Academic
Administrative

7. TDSB SAP Landscape The TDSB SAP Landscape is comprised of:
R/3 Enterprise 4.7X200
CRM 2007
BI 7.00 ehp1
Enterprise Portal RM
This landscape interfaces with external applications or subsystems of the TDSB network.

8. TDSB SAP Landscape

9. History of Implementation
EP/BI
2006 RM
2007
RM (Records Management)
CRM
2009
CRM (Case Management)
R/3
1999
FI/CO (Finance)
MM (Materials Management)
PS (Project System)
PM (Plant Maintenance)
2002 RE (Real Estate)
2006
OM (Organizational Management),
PA (Personnel Administration)
Time
Benefits
Payroll
2009
AA (Asset Accounting)

10. Facts and Figures Some quick statistics for SAP at the TDSB:
There are approximately 10,000 users in the system today. A typical day averages 350 concurrent users.
Over 1 million dialog (interactions) steps per week.
7000 jobs executed in a typical week. Approximately 4000 are background jobs.
Approximately 500 documents sent externally per weekday
Database usage: The total amount of used database storage for SAP R/3 Production is approximately 2.5 Terabytes.
Approximately 450 Helpdesk tickets are generated per month. A third of these are SAP security related.
Approximately 700 requests (notifications) for system changes/corrections/enhancements of which 150 are actively being worked on.

11. TDSB SAP Statistics
Active Purchasing Vendors – 11,200
Purchase Orders – 60,000
Invoices Processed – 270,000
Work Orders – 182,000
Buildings – 700 covering 48,000,000 sq ft
Pay Statements – 34,500 every two weeks
T4/T4A – 48,700
Special Education Cases – 17,000

12. Recap
We are a very large and diverse organization with many complexities which are reflected in our SAP Systems.
What is the TDSB support model?

13. Training, Help Desk and Documentation Teams
TDSB SAP Support Model
Functional Team
Functional Analysts
Business Specialists
Super Users
Technical Team
Basis
ABAP
Security BI
CRM
Integration Test Team
Training, Help Desk and Documentation
Teams

14. Functional Team Technical Team Support Teams
TDSB SAP Support Model
Functional Team
The Functional Team is complemented by Super Users as well consulting support on an as needed basis.
Technical Team
The Technical Team is complemented by other IT Groups (e.g. networks, database, storage, etc.).
Support Teams
Integration Test Teams
Training/Documentation Teams
Help Desk Teams

15. TDSB SAP Support Model
SAP is supported in a Corporate manner at TDSB with management staff dedicated to specific modules of SAP support as part of their overall portfolio. This staff is classified as the Functional Team Lead of each module(s).
In the individual modules the Team Leads carry their system responsibilities as part of their daily departmental operations.
For cross functional changes or information that affects more than one module the Team Leads co-ordinate with each other as necessary.
Also the Team Leads meet bi-weekly as members of the SAP Operations Committee.
The SAP Operations Committee also has members from the Technical and Support Teams.

16. How Does TDSB Support Function?
Managing Change
Tools
COE

17. Managing Change Requirements
TDSB wanted to leverage existing SAP capabilities to track system changes
TDSB required a tracking system where attachments could be housed such as change requests, business processes and user signoff documentation
The tracking system needed to be utilized by all modules
The tracking system needed to meet all of the audit requirements

18. Managing Change Development
Solution Manager, in an earlier version (circa 2005), did not meet all of the requirements for managing change.
TDSB decided to build on the PM notification area of SAP to track and document all system changes as it met most of the criteria for tracking SAP changes.
The TDSB change management process was updated to include a requirement for each system change to have a notification number for tracking purposes.
We had the in-house capability to support the PM notifications.
We are able to run reports and dashboards
to monitor the progress of the notifications.

19. Tools
EPI-Use
The data synchronization module is used for testing and troubleshooting.
The variance monitor is used for comparison purposes.
HP Quality Centre
Building test plans and scenarios
HP Quick Test Professional
Automated testing scripts
PM Notifications
System Change Request
Remedy
Help Desk Tickets
RWD
Training Material and Support Documentation
Solution Manager
Manage the Technical Environment and Enterprise Service Delivery with SAP

20. CCoE, what is it?
Competency Center????
Center of Excellence???
Certified Center of Excellence??
Certified Center of Expertise?
CCoE means Customer Center of Expertise

21. Customer Center of Expertise
The CCoE certification certifies essential quality management functions that were implemented based on SAP Solution Manager features
TDSB received certification by working collaboratively with the SAP Enterprise Support Advisor on the certification process which includes the following steps:
Initial benchmarking through online survey
Onsite assessment and audit
Provision of service report and certification results
Discussion of action plan for continuous improvement

22. Customer Center of Expertise
As a certified CCoE the TDSB can:
Have on-demand access to the root-cause-analysis back office at SAP for critical situations and emergencies
Be entitled to schedule regular expert sessions with SAP center of expertise engineers, subject to availability

23. Customer Center of Expertise
Next Steps:
Integrating existing change management and quality testing with Solution Manager in order to speed up deployments
In addition, this will reduce downtime through built-in provision of standardized diagnostic tools, integration testing, and business process monitoring
Use of consistent tools and methodologies across heterogeneous landscapes
Guidelines located on the SAP Service Marketplace

24. Center of Expertise
Online knowledge transfer sessions on various topics targeted specifically at the needs of a certified COE. At the end of each session, you are given the opportunity to address your questions directly to the SAP expert.
Free access to SAP Online Knowledge Products. You can add up to 10 users from your COE to this list. You can also find information and the user registration link here:
Labeling of messages from certified COEs. Messages from certified COEs will be labeled in SAP Active Global Support.
Ranking of messages from certified COEs. A higher ranking in the message queue is assigned to messages from certified COEs that are issued through the SAP Solution Manager.

25. TDSB SAP Initiatives
Expansion of Solution Manager
Sales and Distribution Project
Accounts Payable Invoice Automation
Funds Management
Expand BI for full reporting

26. TDSB SAP Challenges
Technical Upgrade
Functional Upgrade (e.g. ESS, MSS)
Tool Sets
Funding
Ministry/Legislative Initiatives
Identity Management
Skill Sets for newer technologies (i.e. WebUI vs. ABAP)

27. Questions?
Contact Us:

28. ] Thank you for participating.
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