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News in focus

Survey reveals insights into SAP performance issues The average SAP performance problem takes one full person day’s labour to resolve, according to new data from Compuware. By Rafi Katanasho. Leading organisations have spent hundreds of thousands, sometimes millions, of dollars implementing SAP to benefit from world’s best practice in business process automation. SAP can only deliver the intended return on investment, however, if end users are able to effectively perform their work. Lack of SAP availability or poor performance can lead to productivity losses and even process delays as users revert to manual processes. Seeking to better understand organisations’ experiences in managing the performance of their SAP applications, Compuware surveyed 101 senior Australian IT executives from medium and large organisations attending last year’s SAP Australian User Group (SAUG) Summit in Sydney and the SAUG Plenary in Brisbane earlier this year. When respondents were asked how often their organisations experience SAP performance issues affecting end users, the Compuware Australian SAP Performance Survey revealed a broad range of experiences. Responses ranged from almost daily (21 per cent), to weekly (20 per cent), monthly (25 per cent), quarterly (17 per cent) and never (17 per cent). Altogether, 83 per cent of respondents experience regular SAP performance issues and among 66 per cent of respondents, these issues occur at least once a month. Among 41 per cent of organisations, issues occur weekly or almost daily.

Multiple staff involved in fixing SAP performance issues When asked how many people on average are involved in the troubleshooting, diagnosis and resolution process when an SAP performance issue occurs, a large majority of respondents (69 per cent) indicated that two to five people are involved, with just 10 per cent saying only one person is involved. Not all organisations, however, are so fortunate. At 5 per cent of organisations, on average six to nine people are involved in addressing SAP performance issues. At another 5 per cent of organisations, 10 to 14 people are involved and, at 3 per cent of organisations, 15 or more people are involved.

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How oen do you experience SAP performance issues affecng end users? 21%

Almost daily

20%

Weekly

25%

Monthly Quarterly

17%

Never

17% 0%

5%

10%

15%

20%

25%

30%

Averaging these figures across all organisations, the survey reveals that, on average, 4.3 people are involved in the troubleshooting, diagnosis and resolution process. This goes some way to explain why SAP performance issues result in a loss of productivity for the business at so many organisations. When asked about the cost of poor SAP performance, around three-quarters of respondents (74 per cent) reported that it impacts customer satisfaction, while a significant majority (60 per cent) said it results in a loss of productivity for the business. Other impacts to organisations were ‘SLA penalties’ (15 per cent of respondents) and ‘loss of revenue’ (13 per cent).

SAP performance problems identified too late to help end users The survey revealed a certain degree of complacency when it came to organisations being aware of performance issues. On average, across all organisations surveyed, IT staff only become aware of performance issues before SAP end users do 38 per cent of the time. Many organisations have invested hundreds of thousands of dollars in IT infrastructure tools, yet most of the time they are not identifying performance issues before they affect SAP end users. Little wonder that the

Inside SAP Winter 2011  

All the latest on SAP in Australia and New Zealand.